A letter from the founder
Hi, I'm Will.
I spent 12 years learning how to turn customers into lifelong fans.
Want to skip ahead and chat?
Schedule 30 minutesI was lucky enough to be the second employee at a home security startup. When I joined, we were shipping systems out of a one-room office. By the time I left, we were protecting millions of homes and had become one of the great direct-to-consumer success stories of the last two decades.
I was there for twelve years. I watched us grow from a handful of customers to a billion-dollar company. Along the way, we invested around $100 million in customer experience—figuring out what actually works when you're trying to turn first-time buyers into customers for life.
12
Years of CX
$100M
Invested in CX
$1B+
Company built
Here's what I learned:
Someone has to be obsessed with the customer.
In every great company, at least one person wakes up every day thinking about how to make customers happier. It doesn't have to be everyone. But someone has to care deeply—to notice when response times slip, to feel it personally when a customer leaves frustrated.
For most small teams, there's no one who can focus on just that. You're designing products, running ads, packing orders. Customer experience becomes the thing you get to “when you have time.”
Half your marketing spend is wasted if you don't delight the customers you acquire.
You're paying to acquire customers once. The real game is keeping them. Every disappointed customer is money you already spent, walking out the door. Every delighted customer becomes your best marketing channel—telling friends, leaving reviews, coming back again and again.
We learned that customer experience wasn't a cost center. It was our growth engine.
You have to earn loyalty from customers who are upset, not just those who already love you.
It's tempting to focus on the fans. They're easy. They forgive mistakes. But some of your most loyal future customers are the ones who are frustrated right now. How you handle their problems—how fast you respond, how much you care, whether you actually fix things—that's how you earn them for life.
I built Garrio because most Shopify merchants can't spend twelve years and $100 million figuring this out. They shouldn't have to.
Garrio is the system I built over those years—the same capabilities that powered a billion-dollar customer experience—now accelerated with AI and available to any store, at any size.
This isn't just another chatbot. This is everything I learned, working for you around the clock.
I'd love to talk with you—about Garrio, about customer experience, about building something that matters. Happy to help however I can.
Will
Will Deines, Founder
P.S. — If you're curious about the journey from garage startup to billion-dollar brand, I'm happy to share more stories. Just ask when we chat.
Let's talk.
About Garrio. About customer experience. About building something that matters. I'm happy to help however I can.
Schedule a conversation30 minutes. No pressure. Just a conversation.