In this episode, Dan and Donnie welcome Margaret Garcia, founder and CEO of Grit PPO, to discuss why every growing company needs a Customer Experience (CX) playbook and actionable steps to create one. Margaret explains why customer service shouldn't rely on tribal knowledge or individual personalities. Successful companies create repeatable systems that ensure every customer receives the same high-quality experience. Guest: Margaret Garcia, Founder & CEO, Grit PPOHosts:Dan Gordon, PCO Bookkeepers & M&A Specialists: https://pcobookkeepers.com/Donnie Shelton, Triangle Home Services: https://trianglehomeservices.com/Sponsors:Coalmarch: https://www.coalmarch.com/podcastPestSure: https://www.pestsure.com/Voice for Pest: https://www.voiceforpest.com/podcastForshaw: https://www.forshaw.com/PestPac by WorkWave: https://www.pestpac.com/pmpindustryinsidersPeer Groups:https://www.pmpindustryinsider.com/peergroupsInsiders Conference: https://www.pmpindustryinsider.com/conference