Contractor: You need to stop hanging your hat on quality and start hanging your hat on customer experience.
In this episode, Brad talks about:
- How people remember service longer than they remember quality of the product
- Why it is a good thing that customer service is dead
- Pricing jobs correctly to ensure you do not cheapen the overall experience for your customer
- Hiding behind contracts due to poor communication skills
- Getting better at business even if you suck now
- Making sure the client enjoys the sales process
- Examples of effective project management
- Why the production team is a vital part of customer service
- How any feedback from customers, good or bad, is valuable information
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