We recently connected with Robert Gould and have shared our conversation below.

Robert, looking forward to hearing all of your stories today. One of our favorite things to brainstorm about with friends who’ve built something entrepreneurial is what they would do differently if they were to start over today. Surely, there are things you’ve learned that would allow you to do it over faster, more efficiently. We’d love to hear how you would go about setting things up if you were starting over today, knowing everything that you already know.

If I were to begin anew today, my primary emphasis would revolve around sales and marketing, while outsourcing labor tasks to subcontractors. The core objective should be marketing and selling the services rather than personally performing the work. Much of our marketing efforts would rely on mass email campaigns. Additionally, I’d prioritize the development of a streamlined automated system encompassing workflow automation, including automated follow-ups, a structured sales process, automated marketing strategies like email and text campaigns, monitoring work efficiency and production, and harnessing the capabilities of a virtual workforce. Simultaneously, I would also place a strong emphasis on delivering the very best customer service and client experience, ensuring to consistently ask for reviews to enhance our reputation.

Awesome – so before we get into the rest of our questions, can you briefly introduce yourself to our readers.

About three years into the business, a significant change occurred as my wife joined the venture. Her involvement marked a turning point, and she now takes the helm, running the business with dedication and expertise. Together, we’ve honed our focus on delivering exceptional customer service, maintaining open lines of communication, and enhancing the overall client experience.

I began my journey at the age of 5, pushing a lawn mower alongside my dad. This tradition continued every summer until I reached 16. However, it wasn’t until I turned 23 in 2010 that I decided to dive back into the world of landscaping. Armed with a couple of lawn mowers, a weedeater, and an edger, I started cutting lawns, using the back of a Ford Explorer as my mobile workshop.

To build my client base, I distributed business cards daily while walking through neighborhoods. It took time, but eventually, I established a solid route. Initially, my focus was primarily on lawn mowing, which continued for the better part of 10 years. But as time passed, my wife’s involvement allowed us to pivot towards landscaping.

Today, with her at the helm, we prioritize working closely with clients, emphasizing effective communication, and utilizing 2D design to breathe life into their flowerbeds and landscapes. We are proud to deliver exceptional customer service and ensure an overall outstanding client experience throughout every project.

Have any books or other resources had a big impact on you?

Reading is essential for self-education, and there are some outstanding books to consider. Dan Kennedy’s “No BS” series, Jon Gordon’s “The Energy Bus,” Michael E. Gerber’s “The E-Myth Revisited” (if you’re thinking of starting a business), and Ken Blanchard’s books (which are great for mindset development) are highly recommended. Jeffrey Gitomer’s “Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless” is excellent for understanding customer service. For podcasts, I suggest “Home Service Millionaire” by Tommy Mello and “Real AF” by Andy Frisella. Don’t forget to explore different industries for valuable insights to implement in your own business – learning shouldn’t be limited to your specific field.

Can you tell us about a time you’ve had to pivot?

Change serves as the catalyst for seizing opportunities. In our business, a continuous evolution is a core principle. If you identify something that isn’t yielding results or is causing financial losses, don’t hesitate to make adjustments. Initially, we accepted cash and check payments at the end of the month, but after experiencing significant losses early on, we shifted to storing credit card information for automatic end-of-month charges. Eventually, we transitioned to billing upfront for our services. Over the years, we introduced hourly rates that have steadily increased. In 2020, we even underwent a name change and rebranding, and we remain open to the possibility of rebranding again in the future. The key is to always be vigilant for opportunities to pivot in your business, eliminating what doesn’t work and amplifying what does. Stay informed by reading books, attending seminars, tuning into podcasts, and asking insightful questions.

Contact Info:

• Website: Superiorservicepros.com
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