Richard Walsh and guest Drew Donaldson explore the importance of presenting estimates in person and Drew's business philosophy. They discuss client acquisition, retention, and the risks of relying solely on referrals. The episode covers adding value, enhancing client experience, and handling complaints, illustrated by a roofing job story. They emphasize high-quality work, seeing from the customer's perspective, and building trust. Strategies for recurring revenue and client relationships, like free inspections and loyalty gestures, are shared. Drew offers insights on a client advocate's role and details on his free marketing coaching and Facebook ads workshop.

(0:00) Presenting estimates in person

(0:26) Sponsor: Sharpen The Spear Coaching

(0:53) Introducing guest Drew Donaldson

(1:25) Drew Donaldson's background and business philosophy

(2:44) The importance of client acquisition, retention, and the risks of relying solely on referrals

(7:14) Adding value and enhancing client experience

(15:54) Handling client complaints and the disastrous roofing job story

(22:02) High-quality work, mindset, and seeing business from the customer's perspective

(24:40) Building trust and relationships through customer service

(27:20) Creating recurring revenue and building lifetime profitable value

(32:19) Going above and beyond for clients with free inspections and loyalty gestures

(42:02) Building a professional image and the importance of quick communication

(45:18) Customer communication strategies and implementing a customer portal

(46:33) Role of a client advocate

(48:06) How to follow and contact Drew Donaldson

(48:52) Drew's free marketing coaching session and Facebook ads workshop

(50:34) Closing and sponsor mention