Most software companies wait until they have "enough" customers to justify a real CX function. We hired for it before we had a product to sell. If you wait until you've "scaled enough" to invest in your users experience, you've already missed the moment it mattered most, at first impression. There's also a belief baked into how we built Dalton Mills: customer experience and product experience aren't two different things. The first time an owner logs in and sees their price book already built, their data already migrated, nothing broken that's not "good support." That's the product (@connork26 🔥 ). I could fly to your shop and spend a week building your price book by hand. That used to be called white-glove service. We'd rather build a product that does this for you minutes, and a CX infrastructure that doesn't act as a safety net for when the product fails, but one that fuels you to reach new levels in your business. At @DaltonMillsAI we are committed to your customer experience from day one! Wrote up the full thinking in this month's Field Notes:

Last week was my first at @DaltonMillsAI, and I spent it doing my favorite thing: talking to users. I met with a dozen+ home services business owners across the country—HVAC, plumbing, electrical, roofing, and more. One thing is already clear: this industry is full of builders who are ambitious, innovative, and eager to embrace AI. If you’re in the trades, I’d love to hear your story. Shoot me a DM and let’s chat.

4 days in at @DaltonMillsAI and already meeting many eager users who want a peek behind the curtain. Grateful to @toddsaunders and @seanokbave for the opportunity - launching this account to share the ride as we build!