The cookie tin that changed everything (27 years of proof inside)

🌟 Note From Tersh & Josh

It's 1997, and a small business owner just spent $15,000 on a new HVAC system. The job's done, the crew has left, and life moves on.

Three days later, a package arrives at their door. Inside? A tin of fresh-baked cookies with a simple handwritten note: "Thank you for trusting us with your home."

That moment – that $12 investment – changed everything.

The homeowner didn't just remember the company. They told their neighbors at the block party. Posted about it on early social media. Called them first when their hot water heater died two years later.

One cookie tin became dozens of referrals.

This isn't some feel-good fairy tale. This is the real story behind To Your Success, a company that's been quietly revolutionizing customer experience in home services for 27 years. They've sent millions of thank-you gifts, generated countless referrals, and proven something most contractors miss:

The sale doesn't end when you pack up your tools.

In our latest Service Business Mastery episode, I sat down with Caleb Baitz, VP of Marketing at To Your Success. What he shared will completely flip how you think about customer relationships.

Listen to the full episode here →

🎯 SHOUT-OUT TO OUR SPONSORS

Every Home Service Business Owner should look into using these tools:

🔥 Hot Takes That'll Surprise You

Some ideas from this episode that might surprise you…

Hot Take #1: Most contractors are obsessed with getting new customers but completely ignore the goldmine sitting in their completed jobs database. Your past customers are your best future salespeople – if you treat them right after the work is done.

Hot Take #2: ROI doesn't capture the real value of customer experience. You can't measure how a thank-you gift makes someone feel, but that feeling drives buying decisions for years. Big companies chase metrics; smart contractors chase emotions.

Last words:

The companies winning in home services aren't just the ones with the best trucks or fastest response times. They're the ones who understand that memory beats everything.

When someone needs your service again in 3 years, what will they remember? The invoice? Or the cookies?

Caleb breaks down exactly how to build these systems, what gifts work best, and why this approach works even better for smaller companies than corporate giants.

Stream the full conversation here →

Trust me – this episode will change how you think about every customer interaction.

To your success,

Tersh & Josh
Service Business Mastery Podcast

P.S. Caleb mentioned that most contractors think customer experience automation is expensive and complicated. He proves both assumptions wrong with real examples and actual costs. The setup is simpler than you think, and the payoff starts immediately.

Till next time,

Service Business Mastery