The Hero's Journey of Customer Service
Episode description
Mark and Jesse discuss the role of customer service in a business, and how the alignment of customer expecations with the business owner's strengths (or working genius, if you like) is crucial to customer satisfaction and avoiding burnout. Mark shares an example from his virtual CFO business, which was highly profitable but making him miserable as his promise of what he would deliver was out of alignment with the type of work he enjoyed and thrived on. Jesse recounts a months-long ordeal getting his new car repaired, which ended on a good note -- a shop manager that took accountability for the mistakes of the business and personally took steps to re-align his customer service with Jesse's expectations.
Mark Butler
The Money School: https://moneyschool.works
YNAB