A founder lost $5 million because customers couldn't reach activation. HomeWorks onboarded a $3 million client but gave them no tools or guidance through data migration, templates, and billing setup. When the learning curve is too steep, customers quit before they start.
One of the biggest things I missed out, and the reason that this cost me $5 million, is there's all this friction that people can't even get to activation. Switching anything in your business has a cost. Switching anything for your customers has a cost. And it's not just money. It's time, it's effort, it's learning curve. And so for these businesses joining HomeWorks, we forgot about the fact that if you have a $3 million company, it's a big pain in the butt to import a whole bunch of customers. It's a big pain in the butt to make sure all of your employees' data is moved across. All of your email templates are set up, all your automations are set up, all your billing, and I was pushing everyone to go get activated 'cause I wanted to help them solve their problems, but they didn't have the information or tools to even get to this step. If this process, this learning curve, feels too big, people quit.
