What Works | Small Business Podcast With Tara Mcmullin

The Nitty-Gritty: * Why SmartStart founder Linda Lopeke has every potential client complete a rigorous application* How she sets expectations clearly from the get-go so that every client has the best chance of getting results* What inspired her approach to business systems and client experience* How she makes brand-new clients feel at ease, step-by-step Starting my working life as a retail worker, I always associated “customer service” with what you do when there’s a problem. A customer needs to make a return. They have a question about this week’s sale. They need to report a problem with the bathroom. Despite years and years of training on customer service, no one ever said to me: customer service starts before the customer even walks in the door. Customer service is having the right product on display. It’s having the carpet freshly vacuumed. It’s having the music at the right level, playing the right songs. Do customer service right, right from the beginning, and you dramatically r