Getting Rigorous Customer Feedback Can Save Your Business - Taylor Sell, Trainual

<p>Customer feedback is no trivial matter at Trainual. 6 hours of weekly customer calls are non-negotiable. It’s how they build a product that’s replica-proof.</p><p>At the beginning of the episode, Taylor shares the story behind Trainual’s restructuring exercise that they went through after discovering inefficiencies that were stopping them from scaling. In Taylor’s words “people were stepping on each other’s feet too much”. He explains how a new vertical structure helped free teams and streamline workflow. </p><p><strong>About Taylor<br></strong><br></p><p>Taylor Sell is the Director of Product at Trainual. When he first started out at Trainual in 2019 he made sure that weekly customer call days are a staple of their discovery process. In fact, customer call days are 6 hours long. They take place every Friday - and you can’t weasel your way out of them if you’re part of Taylor’s product team.</p><p><strong>Key Web Links: <br></strong><br></p><p>Product Board (product management system): <a href="https://www.productboard.com/">https://www.productboard.com/</a> </p><p>Grain (recording tool): <a href="https://grain.co/">https://grain.co/</a> <br>Follow Taylor Sell: <a href="https://www.linkedin.com/in/taylorsell/">LinkedIn</a> </p><p>Website: <a href="https://www.trainual.com/">https://www.trainual.com/</a></p><p><strong>SHOWNOTES:<br></strong><br></p><p>0:10 | Who is Taylor Sell (Trainual)? </p><p>00:43 | The story behind the Trainual’s hyper-growth. </p><p>03:02 | Challenges that were hindering Trainual from scaling. </p><p>04:36 |  How creating product lines helped Trainual operate at scale. </p><p>06:28 | Getting buy-in from employees before shifting the workflow.</p><p>08:27 | How long does it take to make a workflow shift in a start-up (and speed bumps along the way)? </p><p>11:41 | Opening avenues for relationship building when restructuring your start-up. </p><p>14:05 | How do you fill data gaps when you cannot get in front of your customer on time.</p><p>19:25 | Why customer call days have to be