The Contractor Fight with Tom Reber TCF1048: French Fries
Aug 9, 2025
Consistency is key to building customer trust and loyalty. The hosts dive into how even minor changes can lead customers to question a business's reliability. They discuss the evolving communication styles of Generation Z and how businesses must adapt to meet their expectations. Real-world examples highlight the impact of maintaining high standards on client perceptions, from clean vehicles to timely follow-ups. Ultimately, they emphasize that sticking to proven processes is crucial for long-term success.
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Five Guys Fries Set A Clear Expectation
- Tim Quatroni describes how overflowing, piping-hot fries at Five Guys signal a consistent standard.
- If that changes, customers assume the company or management has changed and they'll hesitate to return.
Missed Service Video Shook Client Confidence
- Tim Quatroni recounts a technician failing to send a routine service video, triggering the client's concern.
- Small deviations from standards make clients question reliability and ownership.
Oil-Change Sticker Sloppiness Signals Decline
- Tim Quatroni describes inconsistent oil-change stickers and sloppy work at a dealership.
- These small errors cause customers to wonder who oversees quality and standards.