Have you ever heard the saying, “they’ll come for content, but stay for community”?
Well, it’s similar for your customers. They’ll come for a service, or a product, but stay for the experience.
It’s the reason why hotels in Vegas go above and beyond. Their experience is defining. For better or worse.
You can spend a week in two different hotels, right next to each other, and have a totally different experience. And you’ll ALWAYS return to the one you had a better experience at. Always, regardless of cost.
In this podcast, we discuss how you as a tradie/contractor can work to improve your customer experience.
There’s room for improvement in all departments and areas of your business. The question is, what are you doing about it?
Be sure to leave some comments in relation to your experiences with good and bad customer experiences. We’d love to hear what’s working for you.
Discussion Points:
00:18 - Welcome back to the Site Shed podcast!
01:38 - Podcast Introduction
02:47 - Matt thoughts about Domino's pizza delivery app
04:52 - How Dave Edward ended up being the customer experience expert
09:32 - How important it is for an organisation to make customer experience part of the process
16:32 - How to detect opportunity for customer experience and which of them should be on top of priority list
23:20 - Dave Edward on tradies referring to themselves as "tradies"
34:40 - How to start improving the area, businesses lack in
41:18 - Starting with values and company culture from the onboarding process
45:34 - How important is taking responsibility and accountability of the flaws
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