Bill BrownFounder of ServiceTitan Hacks community (9k+ pros) | INC 5000 Contractor | Helping contractors win with AI & Automation

Make the Homeowner Experience Better — Everything Else Follows

20 May 2025

Watch on YouTube

A short YouTube presentation framing the problem: how to make the homeowner experience — especially the review process and referral program — better by centering communication and processes on homeowners, and how those improvements will shape backend operations. The speaker suggests homeowner-centered improvements will also benefit the business.

We want to make the review process better for homeowner referral programs, communication of the business in general. All of that is targeted with the homeowner in mind. How do we make that experience better? And then also in the back end, how's that shaped out for the business? If we make the experience better for the homeowner, it will undoubtedly make the experience better for the business as well.