{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Success Beyond The Brush","title":"SBTB Ep. 20 | The Forgotten Phase of Customer Experience: Pre-Production Mistakes Contractors Make","html":"<iframe width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless src=\"https://share.transistor.fm/e/ae3887ae\"></iframe>","width":"100%","height":180,"duration":2227,"description":"Many contractors excel at sales or production… but fail in the space in between.In this episode of Success Beyond The Brush, Mark Black and Scott Lollar discuss one of the most overlooked opportunities to create a premium customer experience: the pre-production phase.After the contract is signed but before the project begins, many companies unintentionally create frustration, uncertainty, and doubt due to lack of communication and unclear expectations.Mark and Scott break down how contractors can: Maintain trust after the sale  Reduce customer anxiety during long scheduling timelines  Build systems that create a “white-glove” experience  Improve referrals and repeat business  Eliminate common pre-production breakdowns The reality is simple: customers don’t just evaluate your craftsmanship — they evaluate your communication.If your company wants to stand out as a premium service provider, your pre-production systems must be just as strong as your sales and production systems.Key Topics Covered Why the period between sale and production is critical  The psychology of customer uncertainty  How silence damages trust  Building a structured pre-production workflow  Using CRM automations to improve communication  Setting expectations with timelines and touchpoints  Pre-production checklists for materials, colors, and logistics  Why premium pricing requires premium experience  How great communication increases repeat business and referrals🔗 Links from This Episode✨ Free Discovery Call with Scott Lollar👉 https://consulting4contractors.com/discovery-call/🏗️ Consulting 4 Contractors Website👉 https://consulting4contractors.com/⚙️ Operations Module Demo Video (YouTube)👉 https://youtu.be/0IUmPWk4GRI✌️ Operations Module 2.0 Update Video (YouTube)👉 https://youtu.be/JTHtbLXyMBI📲 C4C on Instagram👉 https://www.instagram.com/consulting4contractors/👥 C4C Facebook Community👉 https://www.facebook.com/consulting4contractors/💼 C4C on LinkedIn👉 https://www.linkedin.com/company/70241567📧...","thumbnail_url":"https://img.transistorcdn.com/pdEIPdN9aIYAPyzyMbtjCAiKcSsD7VyQq1yYVVylzns/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS85YzFh/YTc4MTAyNWY2NzFl/NWUzZjc2MGNjYjc4/ZjEzMi5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}