How Justin Bartley Transformed Customer Communication Into a Scalable System

Justin Bartley

Justin Bartley is the owner of Next Door & Window, a successful home improvement company specializing in custom window and door installations in the Chicago and Madison areas. With more than two decades of experience, Justin is also a coach with the Wealthy Contractor’s Success Society, where he helps contractors optimize their systems and scale their businesses. His passion for creating consistent customer experiences through documented processes makes him a leader in systematized growth.

Here’s a glimpse of what you’ll learn:

[04:00] The difference between urgent and non-urgent service models—and how it impacts systems
[06:15] Why mapping the customer journey is essential to process improvement
[08:50] How Justin’s “What Comes Next” timeline improves customer satisfaction
[11:05] The surprising gap revealed by post-project customer surveys
[14:00] How texted video updates humanize customer communication at scale
[17:15] Why automation and self-service tools are critical for modern buyers

In this episode:

What do garage doors, custom windows, and fast food have in common? According to Justin Bartley, they all rely on one thing: a reliable, repeatable system.

In this insightful conversation, Adi Klevit interviews Justin about how he built Next Door & Window into a scalable, systems-driven home improvement company. They discuss the customer journey in depth—starting from the first inquiry to post-installation follow-up—and the importance of managing expectations every step of the way. Justin shares how his team created a one-page visual timeline to communicate what happens during the 8–10 week custom order process, minimizing anxiety and maximizing trust.

The episode dives into the practical use of surveys and automated texting tools to maintain transparency, improve communication, and elevate the customer experience. Justin also explains how video messages help preserve the human connection in a tech-driven process, and why documented processes are the foundation of both operational efficiency and business growth.

Resources mentioned in this episode:

Quotable Moments:

“If you ever want to scale beyond yourself, you need systems and processes.”
“Mapping out the entire customer journey—start to finish—is where it all begins.”
“The number one request we saw from surveys? More communication.”
“Video updates let the customer see there’s a real person behind the project.”
“Systems are the recipe for delivering a great customer experience over and over again.”
“When you document well, you can hire good people and train them to deliver the same results.”

Action Steps:

Map your full customer journey from first contact to post-sale follow-up to identify gaps.
Create a simple timeline handout that outlines what happens next in the customer’s process.
Automate appointment scheduling via text to give leads more flexibility and autonomy.
Use video updates to add a personal touch without requiring phone calls.
Run post-project surveys to uncover communication breakdowns and areas for improvement.

Sponsor for this episode:

This episode is brought to you by Business Success Consulting Group.

At Business Success Consulting Group, we create custom processes and tailor-made management systems so businesses can thrive.

Businesses simply can’t survive without workable systems and well-documented processes. That’s why our team of experienced professionals takes care of it for you.

We provide business owners, entrepreneurs, and key executives with six phases to success, along with the long-lasting systems necessary to support business expansion.

So, what are you waiting for? Do yourself a favor and cut the chaos out of your business.

Visit bizsuccesscg.com today or email info@bizsuccesscg.com to schedule a free consultation.