How does a $500 carpet cleaning turn into a $75,000 restoration contract with the same customer? It starts with answering the phone.In this episode of Walking with Walfinch, recorded live at the IFA convention in Las Vegas, we sit down with Karen Wenning, franchise marketing specialist and business development lead at Suttle-Straus — a 110-year-old company that evolved from a commercial printer into a franchise marketing software platform. Karen breaks down why most franchisees underestimate the customer journey, how many touch points it really takes to convert a lead, and what your first 120 days of marketing should look like if you want to build a business that lasts.