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921. The Customer Journey Most Contractors Never Design

921. The Customer Journey Most Contractors Never Design

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 Customer experience doesn't happen by accident. It's designed. In this episode, I sit down with Kristen Kiley from Leanscaper to break down how to intentionally map the customer experience from first contact through long-term retention. Recorded at Leanscaper, we walk through the key customer touchpoints most contractors overlook, how small gaps create big problems, and how designing the journey on purpose leads to better retention, referrals, and long-term growth. Lawntrapreneur Academy (The #1 Resource for Starting, Growing and Scaling a Successful Lawn & Landscaping Company). - https://www.lawntrepreneuracademy.com/ Granum Academy Bootcamp Tour (use BRIAN25 to save!): https://granum.com/academy-bootcamp/ GROW 2026 - February 10-12 Dallas, TX: https://hubs.li/Q03Ybxs10 LMN & Coffee - https://us06web.zoom.us/j/89495679453?pwd=m0wKa6prJWrARKClJKolBaJjl00OYn.1 Coast Pay Fuel Card: www.CoastPay.com/Brian 🌱 LINK Membership Be part of a community where your success isn't diminished by helping others succeed. Get encouraged, ask questions, and gain valuable insight to help you grow your lawn care business. 👉 Join the LINK Membership (Use code LINKTRIAL for a FREE month). 🔗 Helpful Links & Resources 📬 Free Newsletter Stay up to date with Brian's latest tips and updates: Subscribe to the Newsletter 🎥 Follow Brian Online YouTube: Brian's Lawn Maintenance Instagram: @brianslawnmaintenance 📘 Resources to Grow Your Business Zero to $100K! – Start a Successful Lawn Care Business MERCH – Brian's Lawn Maintenance Apparel & Gear Whole Ball of Wax 🧠 LMN Mastermind Sessions Try LMN Landscape Software — use code BRIAN for special savings: Learn More 💼 Business Services Cycle CPA – Save $200 with code: BRIAN PostcardMania – Direct Mail Marketing Branded Bull – Marketing & Branding Experts Coast Pay - Fuel and Fleet Cards 🔧 Top Tools & Equipment – Affiliate Partners Use code: BRIANS10 to save 10% at the links below: Equipment Defender Kujo Yardwear – + Free Shipping! ISOtunes – Save 10% Proven Locks Attentive AI – Promo Code Brian50 saves 50% at signup Darwin's Grip Plow-Right Snow Markers (Brians10 - Save 10%) Ballard Inc. EarthWay Spreaders Rhino Hitch SureCan USA Comfort Trim
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