The Craft & Calling

2 - Customer Care That Creates Referrals: Fans First in the Trades

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Customer Care That Creates Referrals: Fans First in the Trades.

In this episode on The Craft & Calling, host Christene Marie sits down with Gregg Boomer, who recently exited his decorative concrete coatings business after 11 years. Gregg shares how he built a thriving trades company around values, systems, and customer care that turned clients into raving fans.

From handwritten thank-you cards and custom gifts to building automated yet personal communication, Gregg explains how small touches created nearly 50% of business through referrals. He also discusses the importance of designing businesses that support your life - not the other way around - and how leaders can create systems that make exit possible.

Whether you’re just starting in the trades or scaling toward succession, Gregg’s story is full of practical wisdom and inspiring perspective.

🔍WHAT WE TALK ABOUT
  • How Gregg turned customers into “raving fans” with small, personal touches

  • The systems and CRMs that helped his business scale consistently

  • Why referrals became his most powerful marketing tool

  • The importance of designing a business that supports your life — not the other way around
    • ⏱️ CHAPTERS:

    0:00 Intro

    2:10 Balancing Business with Raising Young Kids
    4:10 Lessons from Athletics and Leadership Communication
    8:10 Learning to Truly Care for People, Not just Customers
    9:54 The “Raving Fans” Philosophy
    11:26 Small Touches that Leave a Lasting Impact
    13:50 CRM Systems and Automation
    18:00 Referrals as the Strongest form of Marketing
    24:25 Emotional Touches vs. Transactional Service
    26:47 Systems, Scaling, and Preparing for Exit
    30:21 Building Business Around your Values
    31:44 Closing Remarks

    ⭐RESOURCES

    📚Books Recommended in this Episode:

    • How to Win Friends and Influence People by Dale Carnegie
    • Good To Great by Jim Collins

      • ⚒️JOIN THE CRAFT & CALLING COMMUNITY

      https://thecraftandcalling.com/linktr/

      👤 GUEST BIO: GREGG BOOMER

      Gregg Boomer is an entrepreneur and former owner of a successful decorative concrete coatings business, which he ran for over 11 years before exiting. Known for turning customers into “raving fans” through values-driven service, Gregg built his company around personalized touches, strong systems, and a deep commitment to relationships.

      Today, Gregg and his wife continue to support business owners through new ventures, helping leaders design businesses that align with life and values.


      🔗CONNECT WITH GREGG

      LinkedIn: https://www.linkedin.com/in/greggboomer/
      Website: https://www.bestofthemidlands.com/home
      Instagram: https://www.instagram.com/greggboomer

      💡THANK YOU FOR WATCHING

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        • #CraftAndCalling #TradesLeadership #HomeServices #LegacyBuilding #Entrepreneurship #SystemsAndScaling #CustomerExperience #ReferralsMatter #LeadershipInTrades #BusinessThatLasts

         

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        The Craft & CallingBy Christene Marie