How Justin Bartley Transformed Customer Communication Into a Scalable System
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How Justin Bartley Transformed Customer Communication Into a Scalable System
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What do garage doors, custom windows, and fast food have in common? According to Justin Bartley, they all rely on one thing: a reliable, repeatable system.
In this insightful conversation, Adi Klevit interviews Justin about how he built Next Door & Window into a scalable, systems-driven home improvement company. They discuss the customer journey in depth—starting from the first inquiry to post-installation follow-up—and the importance of managing expectations every step of the way. Justin shares how his team created a one-page visual timeline to communicate what happens during the 8–10 week custom order process, minimizing anxiety and maximizing trust.
The episode dives into the practical use of surveys and automated texting tools to maintain transparency, improve communication, and elevate the customer experience. Justin also explains how video messages help preserve the human connection in a tech-driven process, and why documented processes are the foundation of both operational efficiency and business growth.