Who's Representing Your Business When You're Not Looking?

A simple U-Haul rental becomes a cautionary tale about customer service when Dave shares his nightmare experience with disengaged employees who left him stranded with a dead car battery. This seemingly small incident launches a deep exploration of how frontline customer experiences can destroy even well-established businesses.

The conversation uncovers the hidden costs of poor service at every level. Duarne and Dave break down exactly how much money businesses lose when they fail to monitor the quality of customer interactions, with Warren sharing his own wake-up call after discovering his sales team had become so lazy they were simply directing potential clients to "send an email" instead of following the established discovery call process.

Beyond diagnosing the problem, the hosts offer practical solutions that business owners can implement immediately. They discuss the ideal profit margins businesses should target (50-70% for products, 80-90% for services) to support quality service, how to create meaningful check-in systems with clients, and why negotiating scope instead of price preserves your business value. As the second half of the year begins, they explain why now is the perfect time to reforecast your business and adjust your customer experience strategy.

Most powerfully, the episode challenges the common assumption that employees will care about your business as much as you do. Instead of being disappointed when they don't, the hosts argue for creating robust systems that ensure great customer experiences regardless of who's delivering them. From regular quality checks to proper training and incentives, they outline exactly how to maintain your standard of excellence even when you're not in the room.

Ready to transform your business's customer experience? Check out our revamped Triumph Mastermind program with daily Q&A sessions and weekly strategy calls. Founding members get special lifetime pricing!

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