Ever spent months building the "perfect" solution... only to hear crickets when you launch?

Yeah, we've all been there. 😅

I recently sat down with Ryan Connor, founder of Growthable (a white-label support and onboarding service for HighLevel agencies), and he dropped some serious wisdom that every SaaS agency owner needs to hear.

The Kitchen Analogy That Changed Everything 🍳

Ryan uses this brilliant cooking analogy to explain how most agencies get it backwards:

Imagine you're a chef, and someone walks into your kitchen saying they're hungry. Most agencies would say: "Wait! Let me show you everything I've prepared! Here's my menu with 47 items, my pricing tiers, my SaaS configurator..."

But Ryan says you should say: "I can make you anything. What do you like?"

Here's why this matters:

• They tell you: "I like chicken, salad, and mashed potatoes"

• You respond: "Cool, that's in my wheelhouse. Let me make that for you."

• They pay you first 💰

• Then you build it

The Golden Rule: Build to Order, Not to Spec 📋

Ryan's #1 tip for agency owners? Stop building in isolation.

Here's his process:

1. ✅ Have conversations with potential customers

2. ✅ Listen to what THEY need (not what you think they need)

3. ✅ Get them to pay you upfront

4. ✅ THEN build the solution

Why this works:

• 🎯 You're solving real problems, not imaginary ones

• ⏰ You have a deadline (because someone paid you!)

• 💪 You're motivated AF to deliver

• 🚫 Zero risk of building something nobody wants

The Brutal Truth About Pre-Building 😬

Ryan put it perfectly: "Don't spend three months trying to build something and then just expect hundreds of signups."

The reality check:

• You might not know the person asking about "chicken" actually wants it with specific ingredients

• Your pre-built solution might be solving problems that don't exist

• You're wasting TIME and MONEY on features nobody asked for

Never Mention the Software First 🤫

Here's a mind-blowing insight from Ryan: He has entire sales conversations without ever mentioning HighLevel.

Why? Because if HighLevel disappeared tomorrow, he should still be able to deliver value to his clients.

The conversation should be about:

• Marketing automation

• Sales processes

• Business outcomes

• Customer success

NOT about:

• Features

• Integrations

• Platform specifics

Ryan's had conversations that started with HubSpot, moved to Salesforce, and landed on HighLevel... but the outcome the client wanted never changed. 💡

About Growthable: The Customer Success Team in a Box 📦

So what does Ryan's company actually do? Growthable provides white-label support and onboarding for HighLevel SaaS agencies.

Their Secret Sauce:

• 🤖 AI + Human Support: 24/7 live chat with real people (not just bots!)

• 📚 True White-Label Knowledge Base: Your logo, your URL, your content

• 🎯 Unlimited Onboarding: Standard plans include unlimited onboarding sessions (up to 2 hours each)

• 📊 Customer Success Metrics: Track satisfaction scores, response times, and ROI

• 🎨 Customizable Widgets: Brand it however you want

The Pricing Plans Breakdown 💵

Ryan structured his plans around the four phases of agency growth:

🆓 Free Plan

Perfect for brand-new agencies

• AI-powered support widget

• No human support, but trained on thousands of conversations

• Great starter option

💎 Premium Plan - $399/month

For agencies just getting started

• Support for the AGENCY (not end-users yet)

• 24/7 live chat for 5-10 sub-accounts

• Limited onboarding

⭐ Standard Plan - $497/month (Most Popular!)

About 50% of customers choose this one

• 2 hours of onboarding per client

• Unlimited onboarding sessions

• Standard SOP (handles A2P, Facebook Ads Manager, etc.)

• 24/7 live chat, guided tours, knowledge base

• Theme customizer

🔥 Pro Plan - $799/month

For agencies with custom needs

• Everything in Standard, PLUS:

• Custom onboarding SOPs

• Priority ticketing

• Fully customizable widget

• Can handle custom integrations, AI voice systems, power dialers, etc.

👑 Dedicated Plan

For scaling agencies that need identity

• Your own dedicated team member from Growthable

• They ONLY work with your brand

• Can do VA tasks, run office hours, update systems

• Perfect stepping stone before hiring full-time

The Customer Success Mindset 📈

Ryan doesn't call what they do "support" - he calls it customer success. Here's the difference:

Support = Reactive 😴

• Answer tickets

• Put out fires

• Repeat forever

Customer Success = Proactive 🎯

• Track satisfaction scores

• Monitor NPS ratings

• Identify trends BEFORE they become problems

• Drive feature adoption

• Reduce churn

The Metrics That Matter:

• 📊 Customer satisfaction scores

• ⏱️ Average response time (Growthable's is under 2 minutes!)

• 💬 Conversation duration (currently 32 min average)

• 📈 Onboarding completion rates

• 🎯 NPS scores

Here's the ROI math: If you're worth $100/hour and Growthable handles 2 conversations that take 32 minutes each, they've already saved you $200 in productivity. 💰

The Future: AI-Powered Insights 🤖

Ryan's cooking up something special with AI sentiment analysis:

After 100+ conversations, Growthable's system will automatically:

• ✅ Analyze common themes in customer questions

• ✅ Recommend which FAQs to create

• ✅ Identify pain points across your entire customer base

• ✅ Generate quarterly business reviews with actionable insights

All happening in real-time in a single dashboard. 🔥

Ryan's Scientific Approach to Business 🔬

One of my favorite moments in our chat was when Ryan talked about thinking like a scientist:

Scientists are happiest when a preconceived notion is absolutely shattered. 🤯

But as business owners? We dig our heels in. We think we know what works.

Ryan's advice:

• Get a coach or accountability team

• Work with people who are levels above you

• Let them shatter your assumptions EVERY WEEK

• Be happy about it

He didn't get a coach until March this year, and it completely changed his trajectory. Working with people doing 7-figures daily (not monthly) gave him perspective he never would have gotten alone.

The Bottom Line 🎯

Stop building in a vacuum.

Have conversations. Understand problems. Get paid. THEN build.

As Ryan said: "Just go and speak to people. Tell them what you CAN do, let them tell you what they WANT, and build to order."

Your job isn't to be a mind reader. It's to be a solution provider who's skilled enough to deliver what customers actually need - not what you think they might want someday.

Want to learn more about Growthable? They're offering a completely free AI support widget to get started. No humans behind it yet, but it's trained on thousands of real support conversations and could be a game-changer for new agencies.

And if you're in Australia? Ryan just wrapped up their first-ever HighLevel mastermind event down under with Chase, Wesley, and the HighLevel founders on Zoom. The community is growing worldwide! 🌏

Sign up at: http://levelupyoursaas.com/growthable today!