Customer Retention and Service Excellence at Systems Design West

After a brokered search, Jenn Braus became CEO at Systems Design West, a company that provides customized ambulance billing, emergency medical services billing, and accounting services to fire and rescue organizations, and one that Rick and Royce believe is “the perfect recurring revenue business.” In this episode, we learn about the beauty of recurring revenue (and how it differs from repeating revenue), and also about the many other attributes of SDW that made the business an awesome acquisition, along with one red flag that gave Jenn pause in her journey towards becoming an acquisition entrepreneur. Furthermore, they discuss why Jenn disliked the search process but loves being CEO; her experience of a very short transition period; the benefits of medium customer switching costs; why SDW was a great fit for Jenn, both professionally and personally; and how walking the ETA path allowed Jenn to create for herself the world in which she wants to live.