How do you ensure automations reflect the high-touch culture you built early?

Question

I’ve been out of daily operations for almost 3 years now. Our growth came from building deep, personal connections with our cleaning clients, but now that I’m not the one answering every call or visiting job sites, I rely entirely on our systems and office staff to deliver that same warm experience. With almost 450 recurring properties, I'm finding it more difficult to rely on human touch to get to everyone. Thoughts?

anthonysalazar · Answer

One of the biggest changes we implemented was sending out a physical newsletter to 500 of our active and past customers, and a digital version to the rest of our list. As we continued to grow, having our physical newsletter to share personal stories, updates related to their services, dog recipes and tips has allowed us to continue nurturing deeper relationships and helps us show up like no one else.

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How do you ensure automations reflect the high-touch culture you built early?

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