Adam Sand says negative Google reviews keep him awake at night. The problem: salespeople chase the next deal while customers get bad service. His fix: hire a production manager to handle backend work so sales can focus on getting customers without tanking quality.
Google Reviews would wake me up out of bed at 3 o'clock in the morning. The thing we hated more than anything was all the hard work you put into acquiring a customer and building a brand, and then you get an upset customer. Like, you have this guilt in your head that's like, I could have maybe prevented that, but I was out selling. Selling's how I make the money. But then you feel guilty that the customer you sold might have gotten a bad outcome because you were busy out getting the next sale, which is your job. Your job as a leader is customer acquisition. So you want to ensure the backend. I would say get more customers, make them worth more, de-risk the business. You've clearly dialed in marketing, sales, lead intake. You're doing all this yourself. I would say the first thing that you get is a production manager role because you're doing great at sales. So de-risk the business and get the production manager. You have the revenue per capita to support it.
