Ari Salafia

the impressions 5, 10, 15 times and they're like, cool, yeah, I know I need to do this and how do I get started?

That's been awesome.

But our customer journey map is really this one loop of where we make them aware, then we go through a discovery and qualification process.

This is one of the biggest differentiators between us and our competitors and where we win all the time is this discovery and qualification.

Our competitors, they go off and say, we're going to qualify you and get your bunny in 20 minutes.

It's not true.

And most of them under qualify or over qualify clients.

They make big claims and they lack the follow through.

We get a lot of a lot of leads that come over from our competitors.

um, that after speaking with our team for five minutes, 10 minutes, I go, wow, I actually know what this is and how it works and what I'm going to get back.

Like I was working with them for six months and I never really knew.

So we invest human capital upfront to get better results for the longterm.

And that's been really key for our business.

So where we've pulled back tech, um,

uh has actually made our uh retention a lot stronger with our clients and where we've seen a lot less drop off because we're doing a little bit of the heavy lifting up front by just having a phone call with our clients to make sure that they are eligible for the service that we're actually offering so they don't spend any more amount of time and then not get money at the end of the

the day.

So that's been huge for us.

And then just the way our business model runs, we have to collect data, financial data and project data about the team and what the company does annually and build out calculations and a report for their annual tax filing.

Again, I over engineered the

heck out of this at first, especially working with accountants because they're so detail oriented.