The Importance of Communication in Customer Service

This chapter highlights the critical role of communication and customer service in the contractor industry. It argues that proactive issue management, rather than discounts, is key to ensuring customer satisfaction through shared experiences.

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Episode notes

Discounts don’t solve bad service. In this episode, Tim and Derek share a real-life experience of poor customer service and why offering a discount doesn’t fix the root problem. They break down why a strong business should never have to rely on discounts and why delivering on promises is the best way to build loyalty.

In this episode, we discuss:

Why a discount can’t replace great service
The real cost of breaking a customer’s trust
How to set clear expectations and communicate delays
Why customers just want what they asked for—no more, no less
How promotional offers differ from discounts
The importance of running a business that never needs discounts

Resources:

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