The Brand Is the Experience, Not the Logo

Erin Stahla, Co-owner of Stahla Services, a nationwide provider of restroom, shower, and ADA trailer rentals joins Enterprise Radio. Erin will discuss how important the brand experience is for a company or small business.

Listen to host Eric Dye & guest Erin Stahla discuss the following:

(Host Eric Dye): What does it actually mean when we say “the brand is the experience”?

(Guest Erin Stahla): Man, I think this is so easy to get confused on, right? Because a lot of people think that if I have a nice logo, if I have this, you know, beautiful looking thing, that’s what customers are going to care about, but, I mean, let’s say Chick-fil-A, for example. What a beautiful brand. They’ve done such an amazing job with marketing there. I mean, it’s just hard to beat that, but imagine that you go through the drive thru. You want a nice chicken sandwich. Maybe get some waffle fries. Right, ’cause who can say no to those? But you get it and if the sandwich is soggy, and the fries are cold, there’s not enough salt at that point. I’m gonna guess that you don’t really care what their logo looks like because the actual service, the product was not what you had expected and not what they had promised so the brand, yes, it is definitely important. The logo is important, but it’s the wider brand – the experience that actually matters to your customer.

(Host Eric Dye): Can you share a time when a small operational detail created a huge brand impression?

(Guest Erin Stahla): Absolutely. I think we just try to make it such a big deal on our team that we want to go the extra mile. Even small things like man, we want to pick up the phone, right? That’s such a miss. I don’t know, not necessarily misunderstood, but just a misstep in the whole customer experience is if our customer needs something. If they’re trying to talk to us, we want to be there for them. We want to listen to what they’re actually saying. Figure out what the issue is, what the problem is and solve it as soon as possible. So that’s a a big deal as far as an operational detail. For us, that just creates a big impression is if the customer needs something, be available and make sure that you’re able to solve their issue as soon as possible.

(Host Eric Dye): What are 2–3 simple ways a small business can immediately improve their brand experience without spending a dime on design?

(Guest Erin Stahla): Absolutely. I think a couple of things that come to mind just talking with your sales team. The first point of contact that your customer’s going to come in contact with, just letting them know your sales team know that the customer experience is something that really matters to you on a personal level that you’re a company that prizes that and just setting that expectation that the customer matters seems like it should go without saying, but honestly, the more you’re able to reiterate that and to demonstrate that and to talk to your team about that, the better. It just creates a very universal language around, OK, we care for the customer and I know that comes from every area of the business and then making sure that your operations team just understands how to handle the different scenarios they may come in contact with. If they’re out there and they don’t feel equipped to handle the situations your customer’s going to quickly notice that they’re going to quickly understand that you can’t actually follow through with what you said. You can and it just puts your whole team in a bad situation, so making sure your training is up to par and that your OPS team actually understands how to set up or whatever it is with your product or service to be able to really serve that customer to the best of their ability. So those are two ways that you know without even hiring, hiring a consultant, or, you know, revamping your logo that you can really make sure that the customer is served.

(Host Eric Dye): Where do companies often miss the mark when trying to “create a brand”?

(Guest Erin Stahla): I think it’s so normal now to see companies really lean into their social media presence or their online presence and expect that to create the brand that they want. I think there’s a huge disconnect there. While social media and online presence is definitely something that plays a huge part in today’s world, when it comes to business, the customer doesn’t necessarily experience just your social media, they want to know that your product works, that your service is going to deliver, and unless they actually know that, then you know your social media presence is basically just a facade. So you have to prove to the customer every single level that you care about them. You’re going to do what you say, you do what you say you’re going to do, and you actually, you know, are extending beyond just your logo. So I think that’s such an easy thing to just kind of hide behind an online presence or hide behind your social media accounts when you can really just get out there and talk to the customer and show them what you have to offer.

(Host Eric Dye): If your product or service disappeared tomorrow, what would your customers miss most—and what does that tell you about your brand?

(Guest Erin Stahla): Yeah, I think I would just miss, for us being in restroom and shower trailers, our trailers come in, they’re 100% ready to go. In the case of there being an issue, you know which can happen, we’re all human, we make sure that we have troubleshooting ready to go. We send people out to fix the trailer as soon as possible. So I think just having a very incredible product that our team works on every single day to make better, it’s such a big deal because if we presented ourselves like we had this nice, you know, business and then we just deliver these awful trailers that don’t work, that’s not going to stand up for very long. So I think our customers would definitely miss just our actual product because we really care about that. Yeah. And that’s something we want to make sure that they understand – delivering an awesome trailer is a big deal to us.

Tune into our ALL ABOUT Stahla Services Podcast Series – right here.

About Grant & Erin Stahla

Grant and Erin Stahla are entrepreneurs passionate about redefining portable sanitation and creating a business that reflects their values—care for people, excellence in service, and faith-driven leadership.

Their journey began with a shared passion for business, which became the foundation of their relationship. While most couples start with small talk, Grant and Erin’s first date was spent discussing sales, marketing, and operations. Grant launched Stahla Services right out of college, and Erin joined him in the business after they got married. Together, they’ve built a company that not only delivers exceptional service but also prioritizes strong relationships—with customers, employees, and the community.

Beyond their work, Grant and Erin are committed to personal growth, mentoring young entrepreneurs, and giving back through their support of Love Justice International, a nonprofit dedicated to preventing human trafficking. Their business is an extension of their mission to serve others while fostering a life centered on faith, family, and integrity.

About Stahla Services

At Stahla Services, we believe restrooms should be more than just a necessity. That’s why we provide restroom and shower trailer rentals that offer a clean, comfortable, and premium experience for event guests, construction crews, and businesses alike.

Unlike standard porta-potties, our facilities feel more like high-end hotel restrooms, featuring:

✅ Climate control for comfort in any season
✅ Fresh running water and modern fixtures
✅ Spacious, spotless interiors with fully stocked supplies

Whether you are hosting a wedding, managing a construction site, or organizing a corporate event, we deliver reliable service with a commitment to excellence. Our team ensures that your restroom experience is seamless, from setup to pickup, so you can focus on what matters most.

Beyond business, we’re driven by a purpose—to do things the right way, give back to those in need, and create opportunities for growth. With every rental, a portion of our profits supports Love Justice International in their fight against human trafficking.

At Stahla Services, we’re more than just a restroom rental company—we’re a team dedicated to providing comfort, reliability, and care in every interaction.