90 - How Handling Refunds Can Make or Break Your Customer Relationships

In this episode, I sit down with Gary Capps, founder of myCRMSIM, to unpack the real journey behind building and scaling a SaaS product inside the HighLevel ecosystem.

We go beyond surface-level tactics and dive into what it actually takes to grow a business, from struggling to sell a great product, to finding product-market fit, to balancing family life while scaling fast.

This is a raw, honest conversation about business, mistakes, growth, and what really matters.

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About Gary Capps

Gary Capps is a seasoned agency owner and SaaS innovator, known for his expertise in developing SMS solutions for HighLevel users. As the founder of myCRMSIM, Gary has helped countless agencies overcome the challenges of traditional SMS platforms, providing a cost-effective and efficient alternative. His focus on innovation and customer education has positioned myCRMSIM as a leading solution in the HighLevel marketplace.

Highlights 🔥

Key points we talked about in this pilot episode!

👉 [00:01:00] Day-to-Day Operations Before myCRMSIM - Gary describes his agency's focus on building SaaS, database reactivations, and estimation calculators for trade services.
👉 [00:03:00] Challenges in Selling Estimation Calculators - Discussion on the difficulties of selling estimation tools to trade services and the challenges of convincing them of the value.
👉 [00:06:00] Transition to myCRMSIM - Gary explains how myCRMSIM took off, overtaking other projects, and the decision to focus on it due to market demand.
👉 [00:08:00] Sales Challenges and Solutions - Gary shares insights on handling sales challenges, the importance of being in the trenches, and the role of a business owner in sales.
👉 [00:15:00] Managing Customer Expectations and Support - Gary discusses handling customer support, managing refunds, and the importance of maintaining customer relationships.
👉 [00:25:00] The Importance of Human Connection in Business - Conversation about attending events, building partnerships, and the value of face-to-face interactions in a digital world.
👉 [00:37:00] Balancing Business and Personal Life - Gary talks about the challenges of balancing work with family life, the inspiration behind the SaaS Dads podcast, and the importance of relatable conversations among business owners.

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