People, Processes, and Technology: Creating the ”Wow” Effect in Your Business With Dave Crowell

Dave Crowell is the Principal Owner of Gateway Consulting, a consulting company that grows entrepreneurial businesses by launching new ideas and building strong teams. With over 25 years of experience in the building and home improvement industry, he served as an executive leader in sales development, during which he coached and mentored teams. Dave serves as an advisor to manufacturers, specialty dealers, and business owners, helping them grow talent and improve sales and marketing.

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

[2:42] How Dave Crowell applies his industry expertise to advise various businesses

[6:19] The key systems of entrepreneurial and business growth

[8:54] Creating the “wow” effect in the customer journey

[14:02] How to document processes and ensure effective follow-through

[17:25] Integrating technology and processes to drive efficiency and innovation

In this episode:

In a competitive landscape where customer satisfaction can make or break a business, creating a personalized and streamlined journey is crucial. What strategies can you leverage to ensure every customer interaction leaves a lasting impression and drives business growth?

Home service leader Dave Crowell lists people, technology, and processes as the keys to company growth. Your customers are your greatest asset, so your growth strategies should include predefining fundamental touchpoints to maximize their experience. This involves training your team on customer service by implementing and documenting repeatable processes exclusive to your business and clients. You can also integrate technological efficiencies to execute these processes and streamline the customer journey.

In the latest episode of Systems Simplified, Adi Klevit speaks with Dave Crowell, the Principal Owner of Gateway Consulting, about creating specific customer-centric processes for business growth. Dave talks about aligning people, processes, and technology to enhance company performance, creating customer journeys that exceed expectations, and ensuring effective process follow-through.

Resources mentioned in this episode:

Quotable Moments:

"It starts with talent and an owner's desire to grow their business through people."
"Having your processes documented becomes what you train."
"A lot of this technology innovation is exciting for our industry, but you've also got to add the process to all that technology."
"In the bath business, there's an explosion of components that require coordination and defined processes."
"Treat your installation crew like they're a customer, and they execute and deliver a great experience for the homeowner."

Action Steps:

Focus on hiring and developing talent within your company: A strong team is crucial for business growth.
Create a customer journey map detailing each point of interaction: This ensures a consistent and delightful experience, strengthening customer loyalty.
Document and use all business processes as training materials: Documented processes help new employees learn quickly and maintain quality standards, ensuring consistency.
Invest in and properly integrate technology that supports your business processes: When chosen wisely, technology can streamline operations and increase efficiency, which is essential as technology rapidly evolves.
Internalize the concept that every team member is a customer: This mindset will promote better internal service and a better external customer experience.

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