How Snackpass Builds Relationships With Customers & Identifies Their Needs (Benjamin Chat Clip)

2 Mar 2022 · 2 min

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1:36

In this interview segment, a Snackpass representative explains the company’s approach to maintaining close, personal relationships with restaurant partners. They emphasize a post‑sale strategy that assigns dedicated account managers, shifting from the early model where the salesperson also handled the relationship. Communication is kept highly personal—primarily via text messages and phone calls—because email is seen as outdated for real‑time interaction. The goal is to be a true partner rather than merely a listing service, offering a total solution that makes restaurants feel supported and valued.

Chapters

Is there anything that's like really worked well for you, or, you know, that, or maybe even like tips for other, you know, marketplace founders as far as like really staying in, you know, in tune and in touch with their customers?
Yeah, I think it's having like having a strategy for the point from sale to after sale, like, and who's managing that relationship. A lot of times when you're building from the ground, it's the person who sells is also managing that relationship, and that's how You know, Snack Pass, that's what we were for many years. And now, you know, we're selling at a much higher rate. Like we're adding layers of like account management to be able to be these day-to-day contacts. But regardless on who's managing the relationships, like as personal as possible. So, you know, we're on, we're on texting, phone call basis with basically all of them. You know, emails aren't really relevant in, in, in today's world in internal communication. And We kind of want to be on that same level with our partners. I think a big difference is like when these delivery businesses were starting, unbelievably successful businesses, they were like listing restaurants on their site rather than building relationships with the restaurants. And it, hey, it's no knock to that at all. But again, we really want to be that like total solution for restaurants. We want to be that level of communication where we're their true partner. Like we really want them to feel like we're partners. And if you're texting with someone or calling with someone, you're at a much different level than just receiving an email asking for like a change or an update.