Shed Geek Podcast
The Shed Geek Podcast offers an in depth analysis of the ever growing and robust Shed Industry. Listeners will experience a variety of guests who identify or specialize in particular niche areas of the Shed Industry. You will be engaged as you hear amateur and professional personalities discuss topics such as: Shed hauling, sales, marketing, Rent to Own, shed history, shed faith, and much more. Host Shannon Latham is a self proclaimed "Shed Geek" who attempts to take you through discussions that are as exciting as the industry itself. Listeners of this podcast include those who play a role directly or indirectly with the Shed Industry itself.
Shed Geek Podcast
Building Trust and Business Success Through Online Reviews: Insights with Zach of Liftify
Want to turn your stellar word-of-mouth reputation into a powerful online presence? Join us as we sit down with Zach Garrett, founder and CEO of Liftify, who reveals his journey from high school entrepreneur to leading a company that revolutionizes how businesses manage online reviews. Zach shares his expertise on why online reviews are more crucial than ever and offers actionable advice on building and maintaining a robust digital footprint. Discover how Liftify transforms customer feedback into a strategic asset, helping businesses thrive in the digital age.
We discuss the compelling influence of online reviews on consumer decisions, supported by eye-opening data, and emphasize the importance of authenticity and perseverance in building a reputable brand. Learn how to leverage public reviews to boost your business credibility and create a trusted enterprise.
Ever wondered how to motivate customers to leave positive reviews without crossing ethical lines? Zach Garrett offers practical tips on effective messaging and user-friendly processes that encourage authentic feedback. We also highlight strategies for maintaining high ratings to build consumer trust and the surprising benefits of handling negative reviews with transparency. Plus, get a sneak peek into Liftify's exciting presence at the upcoming Shed Show in Grand Rapids, where Zach will share more of his invaluable knowledge. Tune in for a wealth of insights that blend business acumen, faith, and the art of customer relationships.
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This episodes Sponsors:
Studio Sponsor: Union Grove Lumber
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Okay, so welcome back to another episode of the Shed Geek podcast and super excited about today's guest, Zach. We had a chance to talk already a little bit and this has been on my mind, so why don't you just introduce yourself and a little bit about your company to the audience?
ZACH GARRETT:Yeah, absolutely. My name is Zach Garrett. I'm the founder and CEO of Liftify and we help companies build a strong online reputation. Most businesses we work with they do great work, they have a good reputation and word of mouth in their communities' people they've worked with their customers, but most people are looking online today. So how do you get all of those happy customers that you serve and do great work for to go share that online and write you reviews so that you can get more customers? And that's hard to do to get customers to do that. So that's what we specialize in as our core. We have some other products and services that we offer now to help companies drive revenue and efficiency, and we can get into that a little bit, but really focused on the reputation space and really believe, Shannon, that there's all kinds of things in marketing that change all of the time, but companies bought and sold stuff for thousands of years based on their reputation and that that is the center of everything. And now it's not just word of mouth, it's also online. So how do you help companies build a great reputation is core to what we do.
ZACH GARRETT:The other side of me, on the personal side our company is based in Indianapolis, in the Midwest. So Midwest company, our whole team sits here in the Midwest. We've got a couple of members from Pennsylvania to Chicago, but the majority of us are here in Indianapolis, also have three young kids, a fourth one on the way, and so busy life, both personally and professionally, as I'm sure many of your listeners are in that season of life as well. And the other thing for me, faith is super important, doing a great job for people, being a company that people are proud to work with. And we're in the marketing tech space and that is not always known to be a reputable, you know, great quality, great character companies that play in that space. And so it's really important to me, as we build and scale our business, that we display those values and treat people like they'd want to be treated and take those Midwest values into the tech space.
SHED GEEK:Dude, I love it. What a great introduction and such a great speaker.
SHED GEEK:And probably the first thing, that that, like if I were meeting you for the first time, now the second time and I think we should give a shout out and, if that's OK with you, like we actually met through Dwayne, so it's really nice for him to be able to set this up, Duane Burkholder and connecting with him at the Shed Haller Bash, and this is a perfect example of network marketing. Show up to the Shed Haller's Bash, talking with Duane, next thing, you know there's an introduction to Zach and now Zach's going to be either already is working with several people in the shed space, are going to continue to work with people in the shed space. I think you're going to be at the shed expo and in Grand Rapids in Michigan in September. So that's going to be awesome. So you'll just have so much more exposure.
SHED GEEK:So, um, yeah, but I think if I were meeting you for the for the first time, I'm going to ask you the question that I did then how did you get started in this? Did you just land into this? Did you like go to school for this? Because that's not usually how this situation works.
ZACH GARRETT:Yeah, that is certainly not my journey. I did always have an entrepreneurial itch, started my first business in high school had a little side business. When I was in college went to Purdue for business and marketing. So I'm still in that lane but was always pretty entrepreneurial, wanting to do my own thing, wanting to build my own business. But after school I went to a big Fortune 1000 company, actually worked my way up the marketing and customer experience digital kind of track within that company and while I was there I took over the process for running what they called their customer voice process but is really their customer feedback net promoter score. There's a whole theology companies use around surveys and how do we collect feedback from customers. And there was a agency and a research agency they use and I spent a lot of time with them both executing and then delivering the results in the content to our leadership team. And so I really studied and became kind of a student of that and interested in how much effort people put into getting feedback.
ZACH GARRETT:And while I was going through that in 2018, 2019, that experience in my personal life we bought a house and we had to replace a roof. We put in a patio. We did the different things you do when you buy a house, and the only thing I did I didn't look at anybody's net promoter scores or those different things. What I did is I picked up my phone and I opened Google Maps and I just typed roofer or concrete or whatever shed and I just started looking at reviews, and I was surprised at knowing that a lot of the companies that you would expect to get feedback from customers continually did not have a lot of reviews on places like Google, where I know data shows 95% of customers search for companies. And so it was kind of a two worlds, Shannon, that I was living in. I was living in this what I'll call internal feedback world, which has a ton of value and is an important metric, but it's not marketing. It's more like improve your customer experience, and I felt like people were really missing out on the marketing side of saying, hey, if you do great work, people have to tell other people online. That's how people are looking today. They're not only asking their friends and family, they're also looking online. Or even if, Shannon, you recommend somebody to me, the first thing I'm going to do is go look it up and make sure that, hey, before I call those guys. Are they as good as that person said? And so you want it to be. You want to show up there and be good.
ZACH GARRETT:So our journey, very different than most tech companies, we started organically. I just met with local business owners during COVID. Actually, I think I told you this when we connected before when you have a great idea, what do most people do? They just sit on it for too long. So I sat on it for probably a year just kind of pondering I think there's something here with this Google review space.
ZACH GARRETT:And then, when COVID hit in 2020, all of a sudden, I wasn't traveling as much, I was home. I was probably driving my wife crazy, just wanting to do things, and I was like you know what? I'm going to reach out to some local companies and see if I can help. I think there's something here. And they were all at home too. They couldn't go in people's homes and do those different things, so they're wondering what to do. So we just started meeting with them one-on-one and asking how do you collect customer feedback? Do you do internal surveys? Do you try to get Google reviews from your customers? How do you do that?
ZACH GARRETT:And what we found was there's a lot of people that had a desire to get public reviews and feedback. They knew that it was important. They know people are using Google to either find or validate them, but what they weren't doing is investing in making sure that most of their customers left those reviews online. And so there was a lot of interest. So we started playing with some things and I would love to tell you it was like beautiful and perfect from the beginning, but, like most businesses, it was not that way at all. It was a real fake it till you make it.
ZACH GARRETT:We had a few companies that said yes, and then we figured out okay, let's grab some different technology and I had a little bit of a tech background so I could pull some things together to make it work and we just started applying marketing principles and, initially of the search rankings, more people started calling and their close rate started to go up dramatically because when, even if they had three competitors, you see, when they have all those pictures and feedback and votes, that, in way more than their competition, people almost have to go with them.
ZACH GARRETT:They want to, even if the price is higher, and so, especially for higher end products like I think, the shed industry is a good example.
ZACH GARRETT:We work with a company, california closets, that does a lot of interior woodworking and higher end you know projects and closets, home offices, that kind of stuff and they were one of our pilot customers that just saw tremendous growth in their leads from people finding them and some of it was they were already being found. They just weren't always chosen or people weren't compelled to call as quickly, and so they started to see real results like revenue, new customers come through the door organically and they started to tell other franchisees. So California Closets and a couple other franchisees locally just happened to be in our pilot group that we started with and they started to tell other people and we just started to organically grow and by the end of 2020, we probably had 100 customers. I was pulling literally all-nighters with spreadsheets, with no process and no people around me and looking back I'm sure you've been here too I was like man, I should have delegated earlier and pulled people in.
SHED GEEK:Oh man, it's literally the key to being able to scale.
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SHED GEEK:Yeah yeah, go ahead. I'm sorry.
SHED GEEK:Yeah, you're so much to unpack here and I'm a student of like listening to you already, so keep going. I'm music, no you're good.
ZACH GARRETT:No, it was one. We've all been there right, when you're trying to grow a business, you just do too much on your own for too long or you're trying to do too much yourself. And so that was me. I'd never run a business. I was in a fortune thousand very doing it, and I did that until I could build it up and jump in full time. And so we did that about nine months of just growing the business to over 100 customers doing it overnight. We just grew up with the hard work ethic and don't apologize for being somebody that just will put in the time to get it done and so we built it up and in early 2021, I took the leap of faith with 100 customers that hey, there's really something here that we can go chase. And so jumped in full time, originally by myself, and we've started to build out a team and fast forward.
ZACH GARRETT:Three years later, we service about 1200 local businesses across North America right now, mostly in what I would call the home services or the trade spaces. So painting, roofing, plumbing, sheds, those kinds of businesses and really the problems we solve for people. The core product is helping them get public reviews, to build a great reputation and get found and get more revenue. Secondarily, we've also started to implement tools to collect internal feedback, like those surveys I was talking about. That are still important, and also some other optimization and revenue driving things around that that center around the reputation. But that's where we are today.
ZACH GARRETT:We've got a fast growing team, won a couple startup awards here in the Midwest and part of the time in the day to day I'm sure you can relate, or some of the listeners it's frustrating, it's hard. You always have things you're trying to do and you feel overwhelmed. But if you actually step back and look at where I was five years ago to today, I kind of can't believe it that we're really building something special here. So I need to do a better job and just talking it out with you that I'm just stepping back and looking at it versus just kidding, having my emotions stuck in the day-to-day, and I'm working on that. But when you zoom out, I'm really proud of what we've done, really proud of the work we do for our customers and the kind of company we're building and the way we're serving.
SHED GEEK:Gosh, so much to unpack. Absolutely love all of that. I started taking a bunch of notes and jotting a bunch of stuff down. Hopefully we'll get through it all and we want to give you plenty of time to kind of talk about the process and how it works and how you can help, cause I think sometimes that's the, that's the missing component, like whenever we one thing I try to like attack in a podcast is like, hey, where, where's this content and how's it valuable? What's it going to make? You know, what's going to make it worth sitting down and listening to this for 45 minutes? Is there going to be, you know? I mean it's free, right, so they can just listen, but like, anybody can get on and talk for free, but like, where's the value, like you know? So I always think like that, you know, what value are we putting out there while we're having a discussion, whether it's a product or service, or sometimes it's just really getting to know somebody and their story and their history and, like you know, we've had such a fun time being able to tell shed history.
SHED GEEK:But for this particular podcast man, like there's a word that I want to use and it's very taboo, Zach, it's very, very taboo. We're a conservative audience, but I'm going to use this word, okay, and that word's influence, influence. Yeah, I know you're thinking it's going to be a lot worse, right, but you know it's influence and I'm going to tell you why is because so, there's so much stigma around influence. You know, I've had people talk and I'm coming out of my shell here today, right. I've had people say, oh, you're an influencer, and I'm like no, no, no, no, no, no, Please don't use that word. Please don't use that word, especially in our conservative industry. Don't use that word because people would hate to think that they're being influenced, because we think of it sort of with a negative connotation.
SHED GEEK:But isn't it really what we're doing when we're asking people to give reviews? You know, when you started talking about, you know like, oh, they got to use this guy, they got to go to this shed company, because you take a look at all their reviews, it's kind of like everyone else is like using this. What am I missing? Now, all of a sudden, it's FOMO, right, it's fear of missing out. Like, what kind of good deal is this guy doing over the shed company that, like all, almost everyone wants to buy from there, and part of that is you know, businesses are built on systems and processes, right, and like. They built a system and process to like.
SHED GEEK:Try to show hey, we are a recognizable solution to something you're looking for, whether it's painting, whether it's roofing, whether it's sheds or whatever we've become and like. That's what we're doing with Google, right, like we don't have to get into the super technical stuff. But whenever we start talking about SEO, what are we trying to say? Whenever we're ranking first, when we're indexing to the top, all we're trying to say is Google, this really massive data machine, has said I pick you, Shannon, I pick big bad Brad Sheds. As Dylan likes to say, I pick big bad Brad Sheds to put up at the top because they're the most reputable place we can suggest based off the data you suggested to us on what you're looking for. You're looking for a shed. Call this guy, man, this guy's got it, and. We're influenced by that, but we don't like to admit that, Right.
ZACH GARRETT:Yep, yeah, totally no. And I think I think the stigma is, when you think of influence, you think of the bad influence, right? You know that social media or people that you know are getting paid to travel the world. You're like that's not a or for bad. And we live in an environment today where, when people are making buying decisions, they have access to more information than ever and they're looking for more channels to be influenced. And it's not to persuade them or trick them to do something bad In a good way.
ZACH GARRETT:They have a lot of ways to look at information, to get influenced and educated on the right path, and I think that's really what where I would steer the word influences and even what you know a lot of what you're doing. It's. It's influencing, yeah, but it's through education, it's through helping give people the information that they need to do to make the decisions they need to make. And so a shed company that has you know, uh do to make the decisions they need to make, and so a shed company that has, you know, uh, true points you know of our customers, gabriel, that we work with. You know they are influencing more people with 250 reviews around all their locations versus the 70 they had before, spread across their nine locations. There are people every month that are influenced because they see the pictures people post of their shed. They read about how their teams did a great job. But really, what is it? Well, they're just being educated. Right that they're being educated? Wow, that's a beautiful shed. Wow, those teams do a great job and every week somebody's voting for them online and it's really educated. You know them on on that.
ZACH GARRETT:You do a good job and I would say that one of the my favorite part of our company, my job, our team's job, is helping businesses just tell their story to more people, just get it out there. Like most of our customers do great work. Most entrepreneurs, small business owners they a high-quality tolerance, like they want to do a good job for their customers and it's personal to them. It's personal for their personal reputation, right, and so it matters to them. But they don't always know how to just make sure everybody knows you know that that it that it's out there, and so really, a lot of what we do is just help educate your market on on the products and services that you do and, uh, to the point on good versus bad. Uh, I joke with people that, hey, if you're a company that doesn't take care of people, that does really shoddy work, that isn't somebody we would not be a good fit, because we're just going to amplify whatever you do.
ZACH GARRETT:So if you're not, good, you're going to see that, but that's not really what happens 99% of the time. Most of the time, people are trying to do great work. It's just not out there.
SHED GEEK:That's really good, though we amplify what you're already doing. So you've got to gather, you got to have a foundation right. You know you can't build a shed without you know putting down the right, the right foundation on it, right, and we talk, we always talk about that. We like to to to liken the marketing process to like building a shed. You know what I mean. Like, of course, a door is a perfectly good door or window standalone product that can service. You know multiple. You know home, a pole barn, a shed or whatever, but just whenever you put all the rest of the components around it, that it really makes the door more valuable. So, like you know, these standalone products are good and that's what a lot of people get sold on. Shout out to Gabe, love Gabe; TruePoint, the guys over at Vinyl Structures and LuxGuard what they're doing. They're an
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SHED GEEK:like. If you're not using luxguard, I would strongly, strongly consider it. And they got the best apple butter around. Man I've got to call gabe because, like he sent me a jar of it, I absolutely love it. So sorry about the rabbit trails here, but um I haven't gotten a jar yet.
ZACH GARRETT:I'm gonna have to get a jar of the apple butter you got to get a jar.
SHED GEEK:You got to talk to Gabe, tell him, tell him Shannon not his brother Shannon, but like the shed geek said, said this apple butter's to die for you're gonna love it. So, um, so, yeah, so many things. I mean I want you to take, you know, the mic, of course, here, Zach, but you know I got some questions that kind of come to mind based off of what this is. You know, I got to thinking I saw a meme the other day that was like, you know, being an adult basically just means you have a guy right, like a roofing guy, you know, or a paint guy or a mechanic guy or something. So whenever people's like man, I need to get this work on, like I got a guy and everybody's got a guy.
SHED GEEK:There's even these business networks I'm sure you're familiar with, like bni and these different business networks. There's even like a I got a guy, I got a gal, you know. Like there's these other networks and that's what they're existing for is to kind of like, do that, uh, but that's more like in-person network marketing. This really focuses on the online presence and, like, especially post-covid, the online presence does not, uh, uh, does not separate us, even though we're in the shed industry and sort of this conservative field, like we've got to be able to play in that arenas. How do you address that?
ZACH GARRETT:yeah, absolutely well.
ZACH GARRETT:I, I think, go into the data and most of the time, especially more traditional industries or industries that maybe are not as forward looking in the tech space and doing marketing.
ZACH GARRETT:When you show them the data that 97% of consumers read online reviews before they buy from a company, when you see that 75% of consumers read businesses replies to reviews before they buy from a company, when you see the data that 33 percent of people have turned down a job with a local business because of negative reviews online, when you, when you actually look at the data and you think about every customer that you go to, even if they say, hey, my neighbor Shannon down the road, I was at his house, he's got an awesome shed, he told me to call you guys and I'm interested in getting a shed.
ZACH GARRETT:Even if they did that, 97 out a hundred of those conversations, that person will have looked you up on Google and read your reviews before you showed up. Then that's also probably how they find your phone number, by the way, is they looked at it and they went and found your phone number there and they read your reviews. And so I think what oftentimes surprises people when we start to work with them is they had no idea that so many people read reviews and so many of their customers they're already working with are reading their reviews online. Another stat that really blows people's mind is the well, I'll ask you to kind of put you on the spot. Sure, how many times do you think a review that's posted for a local business is read in the first year?
SHED GEEK:How many times?
ZACH GARRETT:is it read On average?
SHED GEEK:On average in the first year. Oh gosh, Like by percentage. Is that what we're saying, or actual number?
ZACH GARRETT:No, just number of people that read that review in the first year, Just on average man.
SHED GEEK:I like I don't know 15. 500.
ZACH GARRETT:Really 500 people, and if you've ever left a review, I've done it for businesses.
ADVERTISEMENT:Oh yeah, I just got one the other day.
ZACH GARRETT:I leave reviews because I'm more practice what we preached. and Google will send you alerts and kind of counts. I have one picture that I posted for a videographer we use for some videos a couple of years ago and I just got an alert from Google that said, hey, thanks, your review and pictures have been viewed a thousand times by people on his page. So every review you get if you think about all the advertising, the conversations, people talking about your brand multiple times a day, people are probably viewing your page and either making a decision to call or, most of the time, not making a decision to call right. Either they're not ready or they're researching or whatever, or it's just not compelling enough. And so when you start to really understand that, regardless of what your business model is and what you've done in the past, your reputation is more than just the word of mouth, it has to be online as well and you've got to get it there because that's where people are looking.
ZACH GARRETT:I won't put you in this generation, Shannon, I'm 33. I'm in a generation where I would rather chat somebody on a website or text somebody than to call them Right. And so it's just that research and looking online. I want to be sure. You know, I mentioned the roofing company that we use Like I looked a lot because I only wanted to make one call, like I just wanted to pick somebody and then just get it done. And so what do you do? You research a lot and so, for anybody who's listening you maybe you just haven't thought about this or you know you have Google pages that don't have hundreds of reviews on them across your locations I can guarantee you you're missing out on consumers every week that are seeing your page and just not being compelled to call.
SHED GEEK:It just builds so much brand authority. Obviously, whenever you know I love, I'm reading, uh, I'm reading uh leaders eat. Last right now, by simon cynic. I'm a big, big cynic fan because I definitely love some of his. You know the find your why and all that. But particularly on that is like you know, certain things evoke certain emotions. This is something that we preach in our own marketing uh speeches and things like that. Bucky's is a perfect example. You're a, a Midwest guy, but I imagine you travel. I don't know if they're in Indiana yet, but they're down in, you know, tennessee.
ZACH GARRETT:There's one coming to Southern Indiana. It's a big deal Okay.
SHED GEEK:Yeah Well, I mean and you just know what it stands for immediately, right, John Deere, you know Harley Davidson, you know what I mean. Like brands Coca-Cola have built herself basically on this trust and this influence. But whenever you're a small agency, when you're a small company and you're trying to build that brand recognition, that's not quite got that global or national elite status. Maybe it doesn't even have that status locally that you've built, yet that you're trying to build. I mean, that's essentially what you're doing with these reviews is you're saying hey, call your neighbor, because the neighbor is going to be a better salesperson than I'm ever going to be. Right, like if you come in, I'm going to tell you about the product, but you're going to be, you're going to. You know, you're probably going to go through the song and dance at me and my wife go through.
SHED GEEK:I don't know if you said you was married, Zach, you and your wife do this. You know it's like you pull up to the car lot and like I've got my hand on my wallet and we're doing the back and forth Like who's talking to him? He's coming over here, which one's going to do that? We got to do the thing. You know what I mean Because you're already, you know, conditioned or conditioning yourself to like have to do the talk Right and you just kind of want to cut through it and like consumers are finding a way to say, wait a minute, all this information is available online and I'm kind of skipping through some of that process and I'm vetting who I even want to talk to begin with anyway, for a potential sale on a shed.
ZACH GARRETT:Yep, yeah, absolutely. I thought you were going to ask about the dance of trying to figure out what to do for dinner. That's like my you know my like hardest conversation.
SHED GEEK:I usually just go to the reviews between my wife and I.
ZACH GARRETT:Well, the other point, too, even not in local. I think it's also important for people to think about. How are everything around us, our? Our behavior has changed over the last, especially five years. Think of like today, as we're recording, this is the last day of Amazon prime day, right? My wife has already already bought a car seat today based on reviews on there. People look at it on Amazon. Even Netflix or any algorithm of any content that you consume is really all based on reviews and ratings at this point and what other people have said about them, and it is just part of our buying behavior in everything that we do, and I would say the higher dollar amount that you're selling, the more true that is.
ZACH GARRETT:If you're looking for lunch, you're going to spend about five seconds finding something that looks okay and then just going. If you're trying to spend $10,000 on a discretionary spend or $20,000 on doing something in your home, you're going to spend exponentially more time researching, understanding, trying to figure that out. And if you're the company on the other side of that, you're trying to figure out how do we get found, how do we look like, get some bias or influence, to be kind of their top runner as they start, as they start researching. And then, lastly, how do we make that research period as short as possible, how do we take our time to lead, time to close down as soon as possible and building a great reputation? Part of why we're so passionate about it is I've just seen it play out in businesses, where you get found. Now you're getting chosen. Now your speed to lead and speed to close is so much faster. People are choosing you, and it's no secret sauce or magic bullets, right, it's just hey, we've got a great reputation. Look online.
ZACH GARRETT:It proves it and people are absolutely influenced by it
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SHED GEEK:So we're already seeing that with some of the companies that we work with who are doing a great job and they have, like that long term SEO strategy. But then they're also, you know they're top on their, their GMB, their top on ads, their top on organic. But then you go to their website and you see wait a minute, they've got a lot of other stuff that they're working well, like reviews that you know what I mean Like they're using all the top tier things to be able to access, getting as much influence as they can to show that they're a reputable place Maybe not even a reputable, the most reputable place that you would want to shop from and that's kind of what everybody I mean. That's what Google and like all these search engines and you know YouTube or DuckDuckGo or any of that's what they really want. They want you sort of competing for that space so that they're getting the best brand value that they can possibly suggest to someone, because that's building their own value as like it's already working.
SHED GEEK:It's common vernacular, whenever we don't know something, to just say, go Google it. I mean, it has been for 10 years, you know, so like they've already built their reputation on that, so like now they're they're able to build further with more consistency, with just you know, people with proven processes and things like that. There's got to be some data here. I'm guessing, Zach, are you a big data guy? I mean, there's got to be some data that kind of shows you're spitting out some different data points there that shows what these people are doing. How are you capturing that information? Or is that your unique value proposition? Tell me what the process looks like.
ZACH GARRETT:Yeah, yeah. Well, I think the data is very clear that people look at this stuff online, even if that's not how you buy your potential customer and you're missing out on customers If you're not buying this way. That data is very clear and well studied. It match trends in all kind of consumer behavior you know around and will continue exponentially as my generation, younger generations have buying power. You better be there, you know, because if you're already behind, you don't want to fall further behind, and if you're in a lagging industry like digitally maybe some shed markets are like that too there's also first mover advantage, you know. So I think that's a real opportunity to take advantage of. As far as how our process works, the big question is kind of you know twofold, right? The first question that, if I can hit on a couple like things that we see why people are resistant, you know to kind of going down this journey.
ZACH GARRETT:So the big one is oh my gosh, Zach, like what if I do this and I get a bad review? What if I start asking every customer and out of a hundred of them I get a couple bad ones right? Or people are usually like what if half of them are bad, you know, and they're so fearful of getting a negative review that they leave off so many positive reviews and so a couple just stats to share around that I think that's like the biggest mental blocker we see is just people that are risk averse. They'd rather just not risk it, you know, and like have a bad reputation.
ZACH GARRETT:Consumers trust brands that are over a 4.0. So Google has a five point rating scale. If you're a four star or better, you're considered trustworthy by customers. If you're at a 4.5 or better, there's really no difference to a consumer between 4.5 and five and, honestly, if there is some variety in there, it's probably good because it means it's authentic. You know, it's like looking at an Amazon product that has 40,000 reviews and they're all perfect and there's no words and you're like this looks really fishy, right, it's good to have some variety.
ZACH GARRETT:High volume HVAC companies we work with as an example, that may have 5,000 reviews on a profile they target to be between 4.6 and 4.8 is kind of their sweet spot. That's what they feel like Google responds to, and also with that variety, I mean, you are still getting nine and a half out of 10 customers that come through leaving reviews or leaving five-star reviews, you know at that point. So the overall feedback is good, but it's okay to have some negative feedback. I would say it's actually good because it gives you an opportunity to respond and address it. Hey, they didn't complete the shed, they didn't do this, Even if you know, even if it wasn't totally accurate, right, what the customer says. I know none of your customers would, would ever have that in this industry, but in other industries we work in that happens. It gives you an opportunity publicly to respond and say, hey, I'm calling you, we're going to take care of this or I'll be out. And that's marketing, you know that's showing your customer experience.
ZACH GARRETT:You know, right there, and I think people miss out on that opportunity to say, hey, when people are researching a company, they know that things could go wrong, right, or they know that things might be missed or a timeline might be missed or whatever. What they really want to know is that, if that happens, what are you going to do about it? Are you going to be somebody of integrity that comes back and fixes it and takes care of them so they're happy, or are you going to be somebody that never shows up again? You know that they can't get a hold of, and so sometimes those opportunities create great opportunities for you to even reference, right. Hey, we had this project go sideways. Here's what we did to fix it. You know we really care about our customer satisfaction and story right. It creates a whole new trust. You know factor there. So I know that's a little off your question, but I think that you know the first step in the process is to believe we should do this, like we should be the highest rated shed company in our state, in our region, by 10 X, you know, just like. Have that conviction, because we want people to find us and we're not going to let fear of ever getting a bad review. We're not going to leave 99 great reviews on the table or off the table just for the fear of one crazy customer saying something untrue about us, because those 99 are way more valuable. I would take that trade any day. You give me 99 great reviews, I would take the one negative one. And so I think that that fear, you know, kind of makes people just hesitant to do anything. But what we see too. We work with over a thousand companies. Our average rating on reviews is a 4.8 or 4.9.
ZACH GARRETT:If you do good work and you take care of your customers, you also don't have to worry about it. You know the other. The other thing I often say to companies or my team will is when they're fearful about bad reviews, we'll just turn it back at them and say well, if you're fearful about half of your reviews going bad, are half of your customers upset when you leave. Like, are half your jobs bad? Like the truly bad quality? And of course the reaction is oh, absolutely not. Like you know, it is rarely that someone is upset. You know at the end, like, we'll make it right. And so then we say, okay, well, what are you worried about. You know, just do it, just ask the customer. You do great work, and so that's the biggest barrier that people face automated solutions out there.
ZACH GARRETT:There's kind of three paths you can take. If you say yes, I want to get reviews, this is something I haven't done. I'm glad Shannon kind of brought this topic up. This is probably a way I could drive organic revenue to my business.
ZACH GARRETT:If you believe that you have a couple options, one, you can just try to do it yourself. You can ask customers every time. It's really hard when it's not you on every job site to be consistent, because your employees just don't care as much as you do about you getting that review and you getting that next lead, and so it's very hard to rely solely on people in the field to ask the customer. The other thing that often happens is sometimes it's just not a good time to ask the customer. They're not there when you complete the project. You know our example. We had somebody like carpet clean our carpets recently and they did ask for a review at the end. But my wife had like three kids doing dinner, you know just like it wasn't a good moment for her to stop and pick up her phone and write a nice review, and it wasn't that they didn't do a good job, it's just it wasn't the right time right. So you can try to do it on your own, organically You'll have some success. But it's going to be hard to be consistent and hard to scale, especially if you're a multi-location business.
ZACH GARRETT:Secondly, what you can do is you can go sign up and completely implement an out-of-the-box reputation solution on your own. It's just a tech software that will run an automated campaign and you kind of set it up, you own it, you run it, you kind of do it yourself. That's kind of the traditional method that we are coming in and replacing in a lot of our customers, because the third way that we've kind of invented is you align with a company that actually thinks this is like the core center of all of your marketing and we do it all for you and we continually optimize it to make it better and run it like a marketing program. We don't do traditional SEO, ppc. We partner with those kinds of agencies and companies, but we look at our business like that. That's my background on. I want to be excellent, and so you come to a company like Liftify and we'll not only do everything for you, but we'll also continually use our thousand plus businesses we're working with. Optimize your campaigns, help you do it, make sure that each location is getting the reviews it needs. Make sure that you're responding to your reviews, kind of taking some of that off your plate if needed and doing that. And so if you're going to do it, those are really your three options.
ZACH GARRETT:Try it yourself, implement your own technology and do it. Which even Shannon, 10, 30, 40, 50 million dollar companies that we work with in the trades have, like one marketing person that has 12 jobs and everything from running social media to running local events, you know, in fairs and trade shows, and they don't ever have time and this is something that falls off their plate. So partnering with a company to do it for you can be really effective. And, um, in a you know demo, or offsite, offline, if for anybody that's issue we can get into. How do we do it? How's it different? Why is it so effective? Um, for companies like true point that we work with. Or, um, robert and his group, that's really implemented with great success. We've got great use cases and stories and I don't want to take time here, but we really want to partner with brands that believe in this and say, hey, I want to grow in like this is an area I think can really help my business grow.
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SHED GEEK:Yeah, so you addressed one thing that I was going to bring up, which was kind of like the customer motivation side of things, how you motivate the customer to be able to do that, and it sounds like you're taking sort of a lot of that on. From an agency perspective, like you said, we talk to marketing agents at different companies all the time. A lot of times they'll say we like what you're saying, but I'm just one guy. I can't really convince the company to do this or to do that or whatever. And so, trust me, I love agency. I love the idea of using third party, because I know that, as we just talked about, the ability to scale is the ability to let go. It's what saw on your own and that's the ability to trust people and let them do it. And then everyone's seen the telephone game. You know what I mean. Like the vision always gets farther away and by the time you get to the 30th person, like whoever the CEO is to say no, that's not at all like the intent of what my words were, even though you might be technically doing it the right way. I need to get some buy-in, I need to get some ownership from you, and if you have that ownership mentality you sort of understand the whole vision of where we're all going. But I'm a fan of like. Even we talked to a. I want to see if I can dance around this.
SHED GEEK:I talked to a large CEO, a large company, recently and I was joking with them about doing their marketing and they're like, well, we have our in-house marketing person. And I was like I was like I get it, but you got some vulnerabilities on your website. And I was like maybe I just went too big and shot my shot and lost completely. And he was like, ah, we're redoing our website. And I was like I just wanted to point out that even big companies still have issues. You know what I mean? They have to rely on other people to do it, even if they have people hired in a job. I'm a fan of agency. I love what you do. I think people should use agency to be able to accomplish things. But how do you motivate that customer? What is your process? Or do you not want to give all the details away? Just let's give them enough so that they'll give you a call, Zach. But um, you know what's that process look like from the agency perspective of what you're doing to motivate that customer that they can't do individually?
ZACH GARRETT:Yeah Well, the the biggest, uh, probably question people's minds. Are you paying the customer, you know, to leave a review, or am I paying the customer to do it? And absolutely not. If you're not aware, google has like four big sins that you can commit to get your page suspended. Paying people to leave your reviews is one of those. Gating is another one. Trying to put people through different off ramps beforehand so they don't get to your page to leave you a bad review. So none of our methodology incentivizes any customers at all.
ZACH GARRETT:It's all completely white hat and really what it is. I won't get into all the details. You schedule a demo if you want to kind of see it live, but it boils down to two things. If you want somebody to leave you a review, you have to get them, to compel them to click the link right to leave you a review, and then you've got to make it really easy for them to do that. Those are the two barriers. On the front end. We get the customer to click the link because of our messaging and our deliverability of our content and how it gets through to them.
ZACH GARRETT:Really, it's personalization, it's goal-based, it's making it compelling, it's making it come from the business owner. They never know we exist. We make it really personalized, about helping the local business succeed, like please help us succeed. You know I'm Shannon, I run this business. We're really trying to hit this goal, please help us. And that really comes out of the 1200 companies that we're running every day. Tens of thousands of campaigns. We're continually like testing and monitoring. So I mentioned at the beginning of the show we started with COVID messaging, right, these really been really tough time during COVID. As you can imagine, that would not be good messaging. You know, in 2024, people are over, people are over that and so we. It continually needs to change, right. So I think the way that we get people to almost be inspired, rally around helping, helping that business, and in the why are you doing it, we're really good at getting people emotionally drawn in to help the business.
ZACH GARRETT:And then when you actually click our link, we've got a proprietary tool called auto detect that automatically makes it easy for them to log into any Google account they have. So that just skips right past the login stuff and makes it easy to leave a review. So that part is more the technical part of just don't put, don't make people remember their password, uh, or they won't do it because nobody knows their passwords, right, um? And even if they want to help you, they just can't, cause they can't log into anything. Um, so make that part easy. But I would say the bigger part is just um Knowing what to say, knowing when to deliver it, knowing how to get somebody to actually take a few minutes and say, yeah, I'm going to help Shannon he's a good dude, did a good job on my project Like, I'm going to help him and take the time to do it.
SHED GEEK:Sales is said to be a transfer of enthusiasm and it's typically the sales emotional. So you know, like people want to help. Even if they feel like you're, you know helping them, then it doesn't feel like a sales process, so like they want to help back. Typically, I have found like it's just two people trying to find a solution, like we've muddied the water with like sales processes and sales seminars and all these things. I mean they all work because they have their place. They do.
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SHED GEEK:You know, we're as strong as the weakest link, as they say, right, so there's a common denominator that we just got to get people up to that sort of understand things on a basic level. So those things have their place, for sure, but it still comes down to, a great salesperson can just make or break so much about your company, especially in the kind of industry that we're in, because oftentimes they are the biggest representation Matter of fact, your sales force. If you've got 70 dealers out there, they probably have a bigger imprint than you do. They have a bigger you know, branding tool at their disposal as a combination than you do from the corporate headquarters, because they're they're representing your product all the time. So, like, imagine being able to like, just multiply that with great reviews from each one of those locations, they become your best salespeople. Honestly. So like, I think I think reviews and referrals are highly underutilized in the uh shed space.
SHED GEEK:I know my buddy down at shed and carport pro uh down in Kentucky. Uh, charles, he, he, he talks about it all the times. Uh, charles Hutchins. He will talk about, like, how your customer can be your best salesperson. So I love what you're doing. Before we get into any personal questions or anything like that, I don't know how like 45 minutes goes by so quick, but we'll keep this thing rolling. First things first. How do people reach you? That's, that's the most important. If they want to get ahold of you, ask you a question, do a demo call. How do they do it?
ZACH GARRETT:Yeah, well, I think for for the shed geek kind of listeners and we will be at the Shed Expo in September, so kind of now through the convention in Grand Rapids, anybody that wants to try, who heard about us on this podcast, it is there we're going to give kind of a special offer. If you try Liftify, we will actually run our process for all of your past customers, actually run our process for all of your past customers. So we want to give I told you, shannon, this is like the best thing we could do is take all your great work and go, get those people to leave you reviews and give you a great jumpstart into getting a rhythm on this. So that's number one. We want to offer that to anybody that's interested in kind of learning more Happy to show you the use cases. We are in the industry, you know, fairly young in the industry. We've got a couple, got a few handful of companies, but we think there's a lot of potential in this space and a lot of opportunity.
ZACH GARRETT:So, from a website perspective, if you want to connect with us digitally, just go to liftify. com, just L-I-F-T-I-F-Y. com, just lift and then I-F-Y. com. Fill out our contact form. Somebody from our team will get back to you there. You can also email me personally. Zach@ Lyftify. com and that'll go directly to me, or Nick on our team runs all of our Shed customers through a demo, gets them started. If you want to call him directly, his personal line is 317-205-6677. So give him a call and he can definitely help kind of walk you through anything and do that. So yeah, take any personal questions, if it's okay. I'd love to kind of just share a book that I just finished, that I thought may be relevant to our discussion, that I'd like to share. Is that okay?
SHED GEEK:Absolutely.
ZACH GARRETT:So I just finished this book called the Power of Moments is what it's called and it's really about why do we remember the moments that we remember in our life, and it has a lot of business applications to how to create, both within your teams and your customers, memorable moments that they will remember and really latch onto your brand.
ZACH GARRETT:I thought, shannon, for this industry specific are higher end industries, like I mentioned in California closets or this discretionary stuff. I think there's an amazing opportunity to nurture happy customers and do additional things that create like memorable moments for them. I'll give you one example. I'm not saying everybody should do this with their shed, right, but there's somebody I know here locally that it's a real estate agent and when they help somebody purchase a new home, they have a friend that they use this person that paints a picture of their house and just a little frame like a custom painting, but it's beautiful. And just a little frame like a custom painting, but it's beautiful and it's little, and that realtor gives it to that customer at the closing day every single time.
ZACH GARRETT:And it's, you know, probably cost them 50 bucks, a hundred bucks, you know, whatever. But that's a memorable moment and just the power of those little things you can do for people that really drive like exponential brand affinity, personal relationships. You can also apply it personally with your kids and different things. So it's a great book called the Power of Moments. I'd highly recommend it. I love it.
SHED GEEK:Did you mention the author? I'll have to look it up. I'm looking for some stuff.
ZACH GARRETT:It's Chip and Dan Heap are the authors.
SHED GEEK:The power of moments. I've been spending some time in the gym lately and I've been catching up on my Audible, so my account's not so far ahead. Now I'm starting to look for some things to read or listen to. I love to do audio books.
ZACH GARRETT:And then there's certain books that I like to get physically and just highlight, and this is one of those that kind of breaks down how to how to do it, you know how to implement it in your life, to just really make everything around you that should be special, special, you know. Just take the time to be intentional, you know, with those things. So yeah, sorry, no, you're good.
SHED GEEK:You're good. I like to use audible for that purpose, uh, as sort of a filter for what, which books I want to purchase and like go back through and really do a deep dive into them. Uh, I can kind of filter out some of those, uh, you know, based on car rides and gym time and everything else that I have a chance to do. So, uh, who is who is Zach? I always like to find out who is Zach. You talk about building the power of moments. I think that we are definitely an industry that works on trust. I think we've tried to build a trusted brand here that people feel like they can come and listen to the episode, they feel like they're going to get not only good content, but that they can trust folks that we're working with or partnering with or things like that. And I know we don't have anything in any official capacity or anything like that, but, uh, man, I just I love what you do and I recognize it.
SHED GEEK:The value from the marketing perspective it's, it's something that's so underutilized, um, but but who's Zach, who's not not Zach? Who owns liftify? Who's who's Zach outside of liftify?
ZACH GARRETT:Yeah, well, I think, um, you know, for me like core part of my life is, you know, my personal faith, and that, you know, drives one how I run my company but to kind of how I prioritize everything else. I think if I didn't have that, honestly I probably wouldn't prioritize my family near as much as I do. Uh, you know, because that shapes my worldview right and and how I do it. So I think that's super important to me. I hope I know everybody who uh interacts with our team feels that you know that they're treated really well. Um, so I think that's most important. But you know, at our at our stage, shannon, with three kids, six and under and then one on the way, my life is family outside of it.
ZACH GARRETT:I don't my golf game. Haven't done that in five years. You know I like sports personally. I went to Purdue so we actually went out to Phoenix for the final four. Or, you know, watch Purdue basketball. So love doing that coaching T-ball, just going on walks with the family, like building a business and doing the family is, you know, from a time perspective, that that's how I spend my days and I know it's the days are long now, but you know plenty of people around me are like hey, don't, don't let it.
SHED GEEK:Uh, don't let it slip by. Uh, it'll goes faster than you think. Uh, for sure, man, we, uh we just had our first grandbaby. So like we can sort of echo those sentiments and uh, she's actually here waiting on me now, so I'll get a chance to go in there and see her. Um, I do open up the mic for you to interview you, to ask questions. I've been doing this for a while now and it seems to be fun. It just generates some conversation. But podcasting, family sheds, work, marketing, it doesn't matter whatever related. Feel free to ask whatever questions you got, one or two of them that you might think of off the top of your head, and I'll do my best to answer.
ZACH GARRETT:Yeah, oh man, you're putting me on the spot. Well, I think, um, you know it takes a lot of energy to do a podcast and to do all of this stuff that you do, that it's not necessarily revenue generating. So why do you do it? Why do you put all this energy into, into doing this?
SHED GEEK:for the industry. Well, yeah, it's, it's, it's a, it's a. It's a big question. You know I I hate to, you know, go too long on the answer, but in short, man, I think it really does come down to finding your purpose. Like, I just find people uh incredibly interesting. Uh, out of all the adventures that I've got hopefully soon to be a uh, a finance launch, you know, we've got an RTO program, we're talking about doing some consultation and things. Uh, our marketing is going really strong. We're 40 plus clients now.
SHED GEEK:I'm excited about all those things. Don't get me wrong, I'm excited about all of them. I love them, it's fun, but I really love just talking to the people. I love the process of it when me and Dylan are closing a call and we're really trying to like work really hard for the client, to like not just sell them something or a service, but like educate them through the service. I think that I think that one, education makes it a whole lot better. We make better choices.
SHED GEEK:And two, I'm a big fan of communication. I think I'm a, I think secretly, I'm just a. I've said this before. I think good communication can solve a lot of problems. I think it can solve hunger. I think it can solve wars, but I think it can also serve the stress that happens in my day in and day out job. You know, cause there's something we communicate well and it seems like the longest point of travel is from the heart to, uh, to the mouth and then to the ear and to the heart, right Like it. Just, you know, it seems like such a distance and we can both be trying to accomplish the same thing, but we just can't communicate effectively. So I think, I think ultimately I just I like people, I enjoy talking, but also listening, and communication really means a lot.
SHED GEEK:So this is my passion, like like podcasting, like I just I enjoy this. I enjoyed getting to meet you the first time. I've enjoyed it just as much the second time. I'm going to assume that I'll continue to enjoy these conversations because we're in the shed business, but ultimately it's the people business first, and this is just what I landed in. That's what the Lord where he put me, you know, and like here I was looking and lost and everything else, and he put me here and he actually put me in a really great industry with some super kind people, and it already fits my convictions because there's a lot of faith filled people here that'll be friends for a long time.
SHED GEEK:So, like, I don't know, I think, uh, I think that that's what keeps me going. And if you're not interested in doing that, people ask me all the time like, well, I want to start a podcast, what should I do one on? I'm like don't do it, not until you find something you're passionate about. Don't do it, like when you find something you're passionate about, you'll be able to talk about it all the time and like, this is just the industry that it's I've landed in. So that's pretty, pretty simple. That's what keeps me going. And, uh, I don't have any reason to stop. I want to keep going. I still feel fresh when I do this uh, 200 and something episodes in four years in. So I still feel great about getting up and being able to do this. I feel honored to be able to do it.
ZACH GARRETT:So yeah, that's awesome. Well, it is not a uh, it is not a for the faint of heart to uh, to be able to do it, and it's more work than people probably realized to even just edit an episode and get it out on all the channels. So, uh, I hope, I hope people appreciate that, who you know, who enjoy the content and get a lot out of it, Cause it is is a lot of work. Thanks for having me on it really is.
SHED GEEK:I appreciate it so much. I encourage people to give you a call. I I've I've thoroughly enjoyed this, so we'll see you at the show and they'll look for liftify at a grand Rapids whenever they show up to the shed show in September. But until then, you heard it here and hope you continue to listen. We just want to be able to push, push a good content out with folks like like zach on today's show. So appreciate you being here, zach thanks.
ZACH GARRETT:Look forward to seeing you in september in person all right.
SHED GEEK:Hey, this is mo lunsford in sunny union grove, north carolina, and we want to say thank you to all the guests and listeners.