Customer experience doesn't happen by accident. It's designed. In this episode, I sit down with Kristen Kiley from Leanscaper to break down how to intentionally map the customer experience from first contact through long-term retention.

Recorded at Leanscaper, we walk through the key customer touchpoints most contractors overlook, how small gaps create big problems, and how designing the journey on purpose leads to better retention, referrals, and long-term growth.

Lawntrapreneur Academy (The #1 Resource for Starting, Growing and Scaling a Successful Lawn & Landscaping Company). - https://www.lawntrepreneuracademy.com/

Granum Academy Bootcamp Tour (use BRIAN25 to save!): https://granum.com/academy-bootcamp/

GROW 2026 - February 10-12 Dallas, TX: https://hubs.li/Q03Ybxs10

LMN & Coffee - https://us06web.zoom.us/j/89495679453?pwd=m0wKa6prJWrARKClJKolBaJjl00OYn.1

Coast Pay Fuel Card: www.CoastPay.com/Brian

🌱 LINK Membership

Be part of a community where your success isn't diminished by helping others succeed. Get encouraged, ask questions, and gain valuable insight to help you grow your lawn care business. 👉 Join the LINK Membership (Use code LINKTRIAL for a FREE month).

🔗 Helpful Links & Resources

📬 Free Newsletter Stay up to date with Brian's latest tips and updates: Subscribe to the Newsletter

🎥 Follow Brian Online

• YouTube: Brian's Lawn Maintenance

• Instagram: @brianslawnmaintenance

📘 Resources to Grow Your Business

• Zero to $100K! – Start a Successful Lawn Care Business

• MERCH – Brian's Lawn Maintenance Apparel & Gear

• Whole Ball of Wax

🧠 LMN Mastermind Sessions Try LMN Landscape Software — use code BRIAN for special savings: Learn More

💼 Business Services

• Cycle CPA – Save $200 with code: BRIAN

• PostcardMania – Direct Mail Marketing

• Branded Bull – Marketing & Branding Experts

• Coast Pay - Fuel and Fleet Cards

🔧 Top Tools & Equipment – Affiliate Partners

Use code: BRIANS10 to save 10% at the links below:

• Equipment Defender

• Kujo Yardwear – + Free Shipping!

• ISOtunes – Save 10%

• Proven Locks

• Attentive AI – Promo Code Brian50 saves 50% at signup

• Darwin's Grip

• Plow-Right Snow Markers (Brians10 - Save 10%)

• Ballard Inc.

• EarthWay Spreaders

• Rhino Hitch

• SureCan USA

• Comfort Trim

In this episode, I'm sharing a replay of our Coast Pay fuel card webinar and how smarter fuel management can save you real money. We cover tracking spend, setting controls, reducing waste, and keeping your fleet running efficient all season long.

Lawntrapreneur Academy (The #1 Resource for Starting, Growing and Scaling a Successful Lawn & Landscaping Company). - https://www.lawntrepreneuracademy.com/

Granum Academy Bootcamp Tour (use BRIAN25 to save!): https://granum.com/academy-bootcamp/

GROW 2026 - February 10-12 Dallas, TX: https://hubs.li/Q03Ybxs10

LMN & Coffee - https://us06web.zoom.us/j/89495679453?pwd=m0wKa6prJWrARKClJKolBaJjl00OYn.1

Coast Pay Fuel Card: www.CoastPay.com/Brian

🌱 LINK Membership

Be part of a community where your success isn't diminished by helping others succeed. Get encouraged, ask questions, and gain valuable insight to help you grow your lawn care business. 👉 Join the LINK Membership (Use code LINKTRIAL for a FREE month).

🔗 Helpful Links & Resources

📬 Free Newsletter Stay up to date with Brian's latest tips and updates: Subscribe to the Newsletter

🎥 Follow Brian Online

• YouTube: Brian's Lawn Maintenance

• Instagram: @brianslawnmaintenance

📘 Resources to Grow Your Business

• Zero to $100K! – Start a Successful Lawn Care Business

• MERCH – Brian's Lawn Maintenance Apparel & Gear

• Whole Ball of Wax

🧠 LMN Mastermind Sessions Try LMN Landscape Software — use code BRIAN for special savings: Learn More

💼 Business Services

• Cycle CPA – Save $200 with code: BRIAN

• PostcardMania – Direct Mail Marketing

• Branded Bull – Marketing & Branding Experts

• Coast Pay - Fuel and Fleet Cards

🔧 Top Tools & Equipment – Affiliate Partners

Use code: BRIANS10 to save 10% at the links below:

• Equipment Defender

• Kujo Yardwear – + Free Shipping!

• ISOtunes – Save 10%

• Proven Locks

• Attentive AI – Promo Code Brian50 saves 50% at signup

• Darwin's Grip

• Plow-Right Snow Markers (Brians10 - Save 10%)

• Ballard Inc.

• EarthWay Spreaders

• Rhino Hitch

• SureCan USA

• Comfort Trim

In this episode, I'm sharing a Snow State of the Union update and what it really takes to keep operations moving during challenging winter conditions. We'll talk about expectations, preparation, communication, and how to lead strongly when the season gets tough.

Lawntrapreneur Academy (The #1 Resource for Starting, Growing and Scaling a Successful Lawn & Landscaping Company). - https://www.lawntrepreneuracademy.com/

Granum Academy Bootcamp Tour (use BRIAN25 to save!): https://granum.com/academy-bootcamp/

GROW 2026 - February 10-12 Dallas, TX: https://hubs.li/Q03Ybxs10

LMN & Coffee - https://us06web.zoom.us/j/89495679453?pwd=m0wKa6prJWrARKClJKolBaJjl00OYn.1

Coast Pay Fuel Card: www.CoastPay.com/Brian

🌱 LINK Membership

Be part of a community where your success isn't diminished by helping others succeed. Get encouraged, ask questions, and gain valuable insight to help you grow your lawn care business. 👉 Join the LINK Membership (Use code LINKTRIAL for a FREE month).

🔗 Helpful Links & Resources

📬 Free Newsletter Stay up to date with Brian's latest tips and updates: Subscribe to the Newsletter

🎥 Follow Brian Online

• YouTube: Brian's Lawn Maintenance

• Instagram: @brianslawnmaintenance

📘 Resources to Grow Your Business

• Zero to $100K! – Start a Successful Lawn Care Business

• MERCH – Brian's Lawn Maintenance Apparel & Gear

• Whole Ball of Wax

🧠 LMN Mastermind Sessions Try LMN Landscape Software — use code BRIAN for special savings: Learn More

💼 Business Services

• Cycle CPA – Save $200 with code: BRIAN

• PostcardMania – Direct Mail Marketing

• Branded Bull – Marketing & Branding Experts

• Coast Pay - Fuel and Fleet Cards

🔧 Top Tools & Equipment – Affiliate Partners

Use code: BRIANS10 to save 10% at the links below:

• Equipment Defender

• Kujo Yardwear – + Free Shipping!

• ISOtunes – Save 10%

• Proven Locks

• Attentive AI – Promo Code Brian50 saves 50% at signup

• Darwin's Grip

• Plow-Right Snow Markers (Brians10 - Save 10%)

• Ballard Inc.

• EarthWay Spreaders

• Rhino Hitch

• SureCan USA

• Comfort Trim

Brian and Liz reconnect after the Arizona LeanScaper trip for a real-life regroup and honest catch-up. They talk through what it looks like to reset together, communicate better, and stay aligned while running a snow business in real time, with all the pressure, moving parts, and decisions that come with it. Same goal, different roles, and learning how to win as a team in the middle of a tough season.

Lawntrapreneur Academy (The #1 Resource for Starting, Growing and Scaling a Successful Lawn & Landscaping Company). - https://www.lawntrepreneuracademy.com/

Granum Academy Bootcamp Tour (use BRIAN25 to save!): https://granum.com/academy-bootcamp/

GROW 2026 - February 10-12 Dallas, TX: https://hubs.li/Q03Ybxs10

LMN & Coffee - https://us06web.zoom.us/j/89495679453?pwd=m0wKa6prJWrARKClJKolBaJjl00OYn.1

Coast Pay Fuel Card Webinar registration: https://www.lawntrepreneuracademy.com/coastpay-webinar-registration-1

🌱 LINK Membership

Be part of a community where your success isn't diminished by helping others succeed. Get encouraged, ask questions, and gain valuable insight to help you grow your lawn care business. 👉 Join the LINK Membership (Use code LINKTRIAL for a FREE month).

🔗 Helpful Links & Resources

📬 Free Newsletter Stay up to date with Brian's latest tips and updates: Subscribe to the Newsletter

🎥 Follow Brian Online

• YouTube: Brian's Lawn Maintenance

• Instagram: @brianslawnmaintenance

📘 Resources to Grow Your Business

• Zero to $100K! – Start a Successful Lawn Care Business

• MERCH – Brian's Lawn Maintenance Apparel & Gear

• Whole Ball of Wax

🧠 LMN Mastermind Sessions Try LMN Landscape Software — use code BRIAN for special savings: Learn More

💼 Business Services

• Cycle CPA – Save $200 with code: BRIAN

• PostcardMania – Direct Mail Marketing

• Branded Bull – Marketing & Branding Experts

• Coast Pay - Fuel and Fleet Cards

🔧 Top Tools & Equipment – Affiliate Partners

Use code: BRIANS10 to save 10% at the links below:

• Equipment Defender

• Kujo Yardwear – + Free Shipping!

• ISOtunes – Save 10%

• Proven Locks

• Attentive AI – Promo Code Brian50 saves 50% at signup

• Darwin's Grip

• Plow-Right Snow Markers (Brians10 - Save 10%)

• Ballard Inc.

• EarthWay Spreaders

• Rhino Hitch

• SureCan USA

• Comfort Trim

Snow contracts are tapped out, storms keep coming, and clients are feeling the pressure. In this episode, we break down how to pivot mid-season, reset expectations, protect your margins, and finish winter strong without losing great accounts.

Lawntrapreneur Academy (The #1 Resource for Starting, Growing and Scaling a Successful Lawn & Landscaping Company). - https://www.lawntrepreneuracademy.com/

Granum Academy Bootcamp Tour (use BRIAN25 to save!): https://granum.com/academy-bootcamp/

GROW 2026 - February 10-12 Dallas, TX: https://hubs.li/Q03Ybxs10

LMN & Coffee - https://us06web.zoom.us/j/89495679453?pwd=m0wKa6prJWrARKClJKolBaJjl00OYn.1

Coast Pay Fuel Card Webinar registration: https://www.lawntrepreneuracademy.com/coastpay-webinar-registration-1

🌱 LINK Membership

Be part of a community where your success isn't diminished by helping others succeed. Get encouraged, ask questions, and gain valuable insight to help you grow your lawn care business. 👉 Join the LINK Membership (Use code LINKTRIAL for a FREE month).

🔗 Helpful Links & Resources

📬 Free Newsletter Stay up to date with Brian's latest tips and updates: Subscribe to the Newsletter

🎥 Follow Brian Online

• YouTube: Brian's Lawn Maintenance

• Instagram: @brianslawnmaintenance

📘 Resources to Grow Your Business

• Zero to $100K! – Start a Successful Lawn Care Business

• MERCH – Brian's Lawn Maintenance Apparel & Gear

• Whole Ball of Wax

🧠 LMN Mastermind Sessions Try LMN Landscape Software — use code BRIAN for special savings: Learn More

💼 Business Services

• Cycle CPA – Save $200 with code: BRIAN

• PostcardMania – Direct Mail Marketing

• Branded Bull – Marketing & Branding Experts

• Coast Pay - Fuel and Fleet Cards

🔧 Top Tools & Equipment – Affiliate Partners

Use code: BRIANS10 to save 10% at the links below:

• Equipment Defender

• Kujo Yardwear – + Free Shipping!

• ISOtunes – Save 10%

• Proven Locks

• Attentive AI – Promo Code Brian50 saves 50% at signup

• Darwin's Grip

• Plow-Right Snow Markers (Brians10 - Save 10%)

• Ballard Inc.

• EarthWay Spreaders

• Rhino Hitch

• SureCan USA

• Comfort Trim

If you've ever signed a contract and immediately felt that "uh-oh" feeling… this episode is for you. We're talking about garbage contracts, hidden clauses, and the fine print that can quietly destroy your profit, your schedule, and your sanity. Just because a client is big doesn't mean the deal is good, and in lawn care, landscaping, and snow removal, the wrong agreement can turn into unpaid work, chargebacks, endless scope creep, and zero leverage when things go sideways.

Lawntrapreneur Academy (The #1 Resource for Starting, Growing and Scaling a Successful Lawn & Landscaping Company). - https://www.lawntrepreneuracademy.com/

Granum Academy Bootcamp Tour (use BRIAN25 to save!): https://granum.com/academy-bootcamp/

LeanScaper Revenue Intensive (Scottsdale, AZ Jan 20 & 21): https://leanscaper.com/events

GROW 2026 - February 10-12 Dallas, TX: https://hubs.li/Q03Ybxs10

LMN & Coffee - https://us06web.zoom.us/j/89495679453?pwd=m0wKa6prJWrARKClJKolBaJjl00OYn.1

Coast Pay Fuel Card Webinar registration: https://www.lawntrepreneuracademy.com/coastpay-webinar-registration-1

🌱 LINK Membership

Be part of a community where your success isn't diminished by helping others succeed. Get encouraged, ask questions, and gain valuable insight to help you grow your lawn care business. 👉 Join the LINK Membership (Use code LINKTRIAL for a FREE month).

🔗 Helpful Links & Resources

📬 Free Newsletter Stay up to date with Brian's latest tips and updates: Subscribe to the Newsletter

🎥 Follow Brian Online

• YouTube: Brian's Lawn Maintenance

• Instagram: @brianslawnmaintenance

📘 Resources to Grow Your Business

• Zero to $100K! – Start a Successful Lawn Care Business

• MERCH – Brian's Lawn Maintenance Apparel & Gear

• Whole Ball of Wax

🧠 LMN Mastermind Sessions Try LMN Landscape Software — use code BRIAN for special savings: Learn More

💼 Business Services

• Cycle CPA – Save $200 with code: BRIAN

• PostcardMania – Direct Mail Marketing

• Branded Bull – Marketing & Branding Experts

• Coast Pay - Fuel and Fleet Cards

🔧 Top Tools & Equipment – Affiliate Partners

Use code: BRIANS10 to save 10% at the links below:

• Equipment Defender

• Kujo Yardwear – + Free Shipping!

• ISOtunes – Save 10%

• Proven Locks

• Attentive AI – Promo Code Brian50 saves 50% at signup

• Darwin's Grip

• Plow-Right Snow Markers (Brians10 - Save 10%)

• Ballard Inc.

• EarthWay Spreaders

• Rhino Hitch

• SureCan USA

• Comfort Trim

In this solo episode, Elizabeth gives a behind-the-scenes look at what snow season really takes from entrepreneurs and their families. From sleepless nights and unpredictable schedules to the pressure of being the team people count on when weather hits, she shares the realities you don't always see online. This isn't about glorifying the grind. It's about the responsibility, the flexibility, and the quiet support that keeps everything moving.

Granum Academy Bootcamp Tour (use BRIAN25 to save!): https://granum.com/academy-bootcamp/

LeanScaper Revenue Intensive (Scottsdale, AZ Jan 20 & 21): https://leanscaper.com/events

GROW 2026 - February 10-12 Dallas, TX: https://hubs.li/Q03Ybxs10

LMN & Coffee - https://us06web.zoom.us/j/89495679453?pwd=m0wKa6prJWrARKClJKolBaJjl00OYn.1

Coast Pay Fuel Card Webinar registration: https://www.lawntrepreneuracademy.com/coastpay-webinar-registration-1

🌱 LINK Membership

Be part of a community where your success isn't diminished by helping others succeed. Get encouraged, ask questions, and gain valuable insight to help you grow your lawn care business. 👉 Join the LINK Membership (Use code LINKTRIAL for a FREE month).

🔗 Helpful Links & Resources

📬 Free Newsletter Stay up to date with Brian's latest tips and updates: Subscribe to the Newsletter

🎥 Follow Brian Online

• YouTube: Brian's Lawn Maintenance

• Instagram: @brianslawnmaintenance

📘 Resources to Grow Your Business

• Zero to $100K! – Start a Successful Lawn Care Business

• MERCH – Brian's Lawn Maintenance Apparel & Gear

• Whole Ball of Wax

🧠 LMN Mastermind Sessions Try LMN Landscape Software — use code BRIAN for special savings: Learn More

💼 Business Services

• Cycle CPA – Save $200 with code: BRIAN

• PostcardMania – Direct Mail Marketing

• Branded Bull – Marketing & Branding Experts

• Coast Pay - Fuel and Fleet Cards

🔧 Top Tools & Equipment – Affiliate Partners

Use code: BRIANS10 to save 10% at the links below:

• Equipment Defender

• Kujo Yardwear – + Free Shipping!

• ISOtunes – Save 10%

• Proven Locks

• Attentive AI – Promo Code Brian50 saves 50% at signup

• Darwin's Grip

• Plow-Right Snow Markers (Brians10 - Save 10%)

• Ballard Inc.

• EarthWay Spreaders

• Rhino Hitch

• SureCan USA

• Comfort Trim

Most business owners chase the next strategy, marketing idea, or equipment upgrade, but Good to Great teaches a simple truth: first who, then what. In this episode, Brian shares why the right people matter more than the perfect plan and breaks down the 3-circle framework of Passion, Excellence, and Profit. If you want a stronger team, better customers, and real momentum, this one's for you.

LeanScaper Revenue Intensive (Scottsdale, AZ Jan 20 & 21): https://leanscaper.com/events

GROW 2026 - February 10-12 Dallas, TX: https://hubs.li/Q03Ybxs10

LMN & Coffee - https://us06web.zoom.us/j/89495679453?pwd=m0wKa6prJWrARKClJKolBaJjl00OYn.1

Coast Pay Fuel Card Webinar registration: https://www.lawntrepreneuracademy.com/coastpay-webinar-registration-1

🌱 LINK Membership

Be part of a community where your success isn't diminished by helping others succeed. Get encouraged, ask questions, and gain valuable insight to help you grow your lawn care business. 👉 Join the LINK Membership (Use code LINKTRIAL for a FREE month).

🔗 Helpful Links & Resources

📬 Free Newsletter Stay up to date with Brian's latest tips and updates: Subscribe to the Newsletter

🎥 Follow Brian Online

• YouTube: Brian's Lawn Maintenance

• Instagram: @brianslawnmaintenance

📘 Resources to Grow Your Business

• Zero to $100K! – Start a Successful Lawn Care Business

• MERCH – Brian's Lawn Maintenance Apparel & Gear

• Whole Ball of Wax

🧠 LMN Mastermind Sessions Try LMN Landscape Software — use code BRIAN for special savings: Learn More

💼 Business Services

• Cycle CPA – Save $200 with code: BRIAN

• PostcardMania – Direct Mail Marketing

• Branded Bull – Marketing & Branding Experts

• Coast Pay - Fuel and Fleet Cards

🔧 Top Tools & Equipment – Affiliate Partners

Use code: BRIANS10 to save 10% at the links below:

• Equipment Defender

• Kujo Yardwear – + Free Shipping!

• ISOtunes – Save 10%

• Proven Locks

• Attentive AI – Promo Code Brian50 saves 50% at signup

• Darwin's Grip

• Plow-Right Snow Markers (Brians10 - Save 10%)

• Ballard Inc.

• EarthWay Spreaders

• Rhino Hitch

• SureCan USA

• Comfort Trim

You wanna know where profit goes to die? It's not payroll. It's not fuel. It's your bidding process. That's where most contractors quietly bleed money and don't even realize it. You underbid to win the job, you guess instead of estimate, you forget overhead, drive time, admin, callbacks, and suddenly that "good contract" is just keeping you busy, not profitable. You didn't lose the job. You lost the margin before you ever started. Winning bids doesn't build wealth. Profitable bids do. If you don't know your true numbers, your bids are just educated guesses and guesses don't scale.

LeanScaper Revenue Intensive (Scottsdale, AZ Jan 20 & 21): https://leanscaper.com/events

GROW 2026 - February 10-12 Dallas, TX: https://hubs.li/Q03Ybxs10

🌱 LINK Membership

Be part of a community where your success isn't diminished by helping others succeed. Get encouraged, ask questions, and gain valuable insight to help you grow your lawn care business. 👉 Join the LINK Membership (Use code LINKTRIAL for a FREE month).

🔗 Helpful Links & Resources

📬 Free Newsletter Stay up to date with Brian's latest tips and updates: Subscribe to the Newsletter

🎥 Follow Brian Online

• YouTube: Brian's Lawn Maintenance

• Instagram: @brianslawnmaintenance

📘 Resources to Grow Your Business

• Zero to $100K! – Start a Successful Lawn Care Business

• MERCH – Brian's Lawn Maintenance Apparel & Gear

• Whole Ball of Wax

🧠 LMN Mastermind Sessions Try LMN Landscape Software — use code BRIAN for special savings: Learn More

💼 Business Services

• Cycle CPA – Save $200 with code: BRIAN

• PostcardMania – Direct Mail Marketing

• Branded Bull – Marketing & Branding Experts

• Coast Pay - Fuel and Fleet Cards

🔧 Top Tools & Equipment – Affiliate Partners

Use code: BRIANS10 to save 10% at the links below:

• Equipment Defender

• Kujo Yardwear – + Free Shipping!

• ISOtunes – Save 10%

• Proven Locks

• Attentive AI – Promo Code Brian50 saves 50% at signup

• Darwin's Grip

• Plow-Right Snow Markers (Brians10 - Save 10%)

• Ballard Inc.

• EarthWay Spreaders

• Rhino Hitch

• SureCan USA

• Comfort Trim

Today we're gonna share about the last week and a half's activities, including broken equipment, employee challenges, and a host of real life topics that we've been dealing with as we've been running our snow operations. Things are gonna happen to you, but it's how you respond and react to those events that determine whether or not they make or break you. Enjoy!

LeanScaper Revenue Intensive (Scottsdale, AZ Jan 20 & 21): https://leanscaper.com/events

GROW 2026 - February 10-12 Dallas, TX: https://hubs.li/Q03Ybxs10

🌱 LINK Membership

Be part of a community where your success isn't diminished by helping others succeed. Get encouraged, ask questions, and gain valuable insight to help you grow your lawn care business. 👉 Join the LINK Membership (Use code LINKTRIAL for a FREE month).

🔗 Helpful Links & Resources

📬 Free Newsletter Stay up to date with Brian's latest tips and updates: Subscribe to the Newsletter

🎥 Follow Brian Online

• YouTube: Brian's Lawn Maintenance

• Instagram: @brianslawnmaintenance

📘 Resources to Grow Your Business

• Zero to $100K! – Start a Successful Lawn Care Business

• MERCH – Brian's Lawn Maintenance Apparel & Gear

• Whole Ball of Wax

🧠 LMN Mastermind Sessions Try LMN Landscape Software — use code BRIAN for special savings: Learn More

💼 Business Services

• Cycle CPA – Save $200 with code: BRIAN

• PostcardMania – Direct Mail Marketing

• Branded Bull – Marketing & Branding Experts

• Coast Pay - Fuel and Fleet Cards

🔧 Top Tools & Equipment – Affiliate Partners

Use code: BRIANS10 to save 10% at the links below:

• Equipment Defender

• Kujo Yardwear – + Free Shipping!

• ISOtunes – Save 10%

• Proven Locks

• Attentive AI – Promo Code Brian50 saves 50% at signup

• Darwin's Grip

• Plow-Right Snow Markers (Brians10 - Save 10%)

• Ballard Inc.

• EarthWay Spreaders

• Rhino Hitch

• SureCan USA

• Comfort Trim