Setting the Right Expectation | Our conversation with Andrew Starnino

Season 2 : Episode 8 – Setting the Right Expectation

On this episode we are joined by Andrew Starnino of Bath Fitter Inland Northwest. Listen as he shares his deep roots with the Bath Fitter brand, why he recommends specializing in one trade and the thing he’s done that’s been a total game changer. We’ll also discuss his approach to customer experience, and how they’ve gone about setting the right expectation at a time when there’s uncertainty in material availably any global supply chain concerns.

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The Guest Speaker

Andrew Starnino is the Owner and CEO of a Bath Fitter franchise covering most of Eastern & Central Washington State and the Idaho Panhandle. Andrew has over 17 years in the bathroom remodeling industry. He has worked in most positions starting as a shop hand to installer, then to in home sales. Later employed by the corporate office traveling around supporting struggling franchises and managers to turn their businesses around. 

Andrew is a strong believer in an “employee first” strategy and exemplary customer experiences. We have been recently awarded number 16 on the 2021 Best Places to work list in our region. “I love coming to work, and I love this company and I want everyone else who is on our team to feel that way

When not working, Andrew loves biking, snowboarding, and snowmobiling and basically driving and messing around with anything with a motor.

Our Host

Thomas Basch, Head of Customer Experience at Leap. Starting in this industry 20 years ago, Tom never realized what went into making a home-improvement business successful. Now, having met with thousands of contractors, helping adopt technology, and watching them grow, he’s excited to invite in a variety of guests

Thomas Basch, Leap's Head of Customer Experience

New Episode Every Other Thursday!

Please listen, learn, and most importantly enjoy! We appreciate reviews and ratings so these resources can be useful to more business owners and colleagues in the home improvement industry. Feel free to reach out to with suggestions on new podcast topics that you would like to hear!

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About Leap

Leap is a point-of-sales software that takes multiple steps in your sales process and puts them in one digital resource. With Leap, you can pitch your company with updated marketing materials, pull aerial measurements into Leap to show how much material is needed, select products, present pricing packages, sign contracts, offer financing, and process payments ALL with the homeowner in a single appointment.

No more… 

  • Spending hours in spreadsheet hell  
  • Errors and Redundancies  
  • Losing Time or Missing Appointments

Leap SalesPro on iPad and iPhone.

Interested in learning more about Leap?

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