Hello there! Today, we’re diving into the story of Ian, the founder of ReputationStacker, an ingenious software that has transformed how businesses gather and manage customer reviews. Starting from scratch, Ian took his idea to a thriving $3.6 million a year enterprise—all without external funding! Let’s explore the journey that led to this incredible growth and the invaluable insights that helped him build a customer-obsessed, review-generating powerhouse.
Who is Ian, and What is ReputationStacker?
Ian, who once specialized in advertising and marketing within healthcare, had an epiphany that would change his career. Realizing how impactful customer reviews were becoming, especially for “everyday” businesses like healthcare, Ian set out to create a simple solution for companies to generate more positive reviews. And voilà, ReputationStacker was born!
At its core, ReputationStacker allows businesses to easily solicit feedback by sending a single-question survey to customers via email or text. Here’s how it works:
- Collect Customer Feedback: Businesses add their customers into the system, which then sends a brief survey.
- Segment Responses: Responses are automatically grouped by “happy” and “unhappy” customers.
- Drive Positive Reviews: Happy customers are directed to leave a review on the platform of their choice (Google, Yelp, Facebook, etc.), while unhappy customers are flagged so the business can follow up and resolve any issues before they leave negative feedback.
The software consolidates reviews in one dashboard, keeping businesses well-informed and proactive about managing their online reputation.
The Spark Behind ReputationStacker
Ian’s journey into this niche stemmed from a simple need—how could he help his clients, many of whom were doctors, improve their online presence with positive reviews? Before ReputationStacker, Ian managed these reviews manually, but soon realized it was a time-consuming process and often wasn’t done consistently. Seeing firsthand how even small improvements in online reputation could lead to growth, Ian decided to automate the process.
After saving enough to give himself a 6-8 month runway, he jumped in full-time. Fast-forward to March 2016: ReputationStacker officially launched, and Ian has hardly looked back.
Designing the MVP
Despite his marketing know-how, Ian’s background in tech was limited, so he outsourced the project. It took a few tries (and a disappearing developer or two!), but he finally found a great developer who delivered the first version of the software in eight weeks. Using platforms like Twilio to power the back end, ReputationStacker was built with off-the-shelf software for fast and reliable results. Ian managed to keep the budget tight, spending only around $30,000.
How ReputationStacker Grew its First Customer Base
Many entrepreneurs might think of flashy digital campaigns when launching software, but Ian took a different route. He started with direct sales, reaching out to healthcare clients and friends who were familiar with his manual review process. This strategy brought in initial clients without spending anything beyond his development costs and allowed him to gather real-time feedback on his software.
Soon after, Ian expanded his reach, cold-calling other businesses. Although cold-calling is challenging, it was invaluable for Ian, as it sharpened his sales skills and helped him refine his product’s messaging. The result? A faster, more effective sales pitch, where he could close deals in 10 minutes.
What Works Today?
- Google Ads became Ian’s go-to for generating new leads.
- Content Marketing: By listening to his customers’ most common queries, Ian’s team now publishes blog posts covering topics like “How to Get More Google Reviews.” These articles attract thousands of readers each month, helping to establish trust and boost ReputationStacker’s SEO performance.
- Consistent Customer Feedback: Customer input is vital. Over the years, Ian has used this feedback to tailor his product to meet clients’ exact needs, which has led to consistently low churn rates.
Tools Behind the Success
Ian credits a few key tools for helping him along the way:
- Twilio: Supports the backend’s communication features.
- WordPress: Hosts the front end of their website.
- Stripe: Processes payments, making billing a breeze.
What’s Next?
Looking ahead, Ian plans to expand ReputationStacker’s reach beyond the US into Canada, the UK, Australia, and other markets. As the team grows, they remain committed to one principle: “If it works, keep doing it—even if it’s boring!”
Key Lessons for Aspiring Founders
Ian leaves us with several pieces of advice that can help any entrepreneur on their journey:
- Focus on What Works: If you find a strategy that consistently drives results, keep using it.
- Always Provide More Value Than Your Price: When the perceived value is higher than the cost, customers will stick around.
- Listen to Your Customers: Your customers are the best source of insights for improving your product and service.
Recommended Books
Ian’s success didn’t come without research. Here are some books that helped shape his journey:
- Good to Great by Jim Collins
- The New One Minute Manager by Ken Blanchard
- The Hard Thing About Hard Things by Ben Horowitz
Podcasts He Recommends
For a dose of inspiration, Ian enjoys these podcasts:
- The Tim Ferriss Show
- Masters of Scale
- How I Built This
So there you have it—Ian’s incredible journey from idea to a $3.6M/year success story. For anyone interested in building their own SaaS business or improving their online reputation, Ian’s story shows the power of listening to your market, sticking with what works, and always delivering value.
