Laying the Foundation for a Customer-Obsessed Business with Chris Yancey

Episode Notes

“We didn’t just want to create a product; we wanted to change the way hardscapers work.”

Resources Mentioned in This Episode:

• Perma Edge: permapaveredging.com
• Hardscape Mentor: A professional community for hardscape contractors
• SYNKD UP Event: Industry networking and learning event
• ICPI (Interlocking Concrete Pavement Institute): Training and certification programs for hardscapers
• Dan Preston: Hardscape professional and founder of Hardscape Mentor

Topics Discussed:

[00:46] Meeting Chris Yancey
Robert introduces Chris Yancey, highlighting their initial meeting at a SYNKD UP event and the unique story behind Chris’s transition from hardscape services to product innovation.

[01:35] Chris’s Early Days in Landscaping
Chris shares how he started in the green industry at 15, grew his skills in hardscaping, and eventually launched Ganton’s Outdoor Living in Beaver Creek, Ohio.

[03:58] Scaling Back to Stay Profitable
Chris explains how he realized he didn’t want to run a large company with multiple crews and opted for a leaner, more focused operation with a smaller, highly skilled team.

[05:55] The Birth of Perma Edge
Chris talks about his frustration with spiked edging and how he identified a need for a better product, leading to the development of Perma Edge.

[11:43] How Social Media Transformed the Industry
Chris reflects on how social media has made the industry more open, collaborative, and professional, creating opportunities for networking and learning.

[16:25] Service Business vs. Product Business
Chris discusses the differences between running a service-based business and transitioning into a product-based business, emphasizing key challenges like distribution and pricing.

[22:30] Biggest Growth Constraints in the Industry
Chris advises entrepreneurs to avoid growing too fast and highlights the importance of prioritizing customer service and communication.

[30:16] The Power of Customer Obsession
Chris and Robert talk about how being customer-focused can set businesses apart and lead to long-term success, echoing advice from Warren Buffett.

[37:31] Hardscape Mentor and Industry Support
Chris shares how Hardscape Mentor, a community led by Dan Preston, has supported his business and contributed to the industry’s growth.

[38:44] Where to Learn More
Chris shares where listeners can find more information about Perma Edge, including Instagram and their website’s dealer locator tool.

Actionable Key Takeaways:

• Start Small and Scale Smart – Avoid the temptation to grow too fast or buy unnecessary equipment early on.
• Customer Obsession Matters – Consistently communicating with clients and delivering on promises is key to long-term success.
• Adapt to Change – Stay open to industry innovations, whether through new equipment or evolving best practices.
• Build a Strong Team – Retaining reliable employees creates stability and enhances project quality.
• Network and Learn – Take advantage of industry events, social media, and peer networks to stay informed and build connections.
• Test Thoroughly Before Launching – Ensure your product or service is reliable before going to market to maintain credibility.
• Get the Pricing Right – Launching with the correct pricing structure is critical, as adjustments later can harm your business.