#402 Is your business leaking customers without you realizing it? In this episode hosted by Brien Gearin, we chat with Samantha Irwin, founder of Kaizen Coaching and Consulting, about why customer experience is everything — and how failing your team means failing your customers. Samantha shares her journey from middle school teacher to boutique hotel owner and explains why even 1% better service can transform your business. We unpack her "customer journey Ferris wheel," practical retention strategies, and real-life examples of exceeding expectations when things go wrong — including a behind-the-scenes story of how she turned a nightmare booking error into a glowing review. Plus, we dive into empowering employees, creating a culture of hospitality, and simple ways any business can boost loyalty and retention without breaking the bank. If you want loyal customers (and happy employees), this conversation is packed with must-hear insights!

What we discuss with Samantha:

+ Why customer experience = business success

+ The link between staff churn and customer churn

+ Creating a “customer journey Ferris wheel”

+ Real-life story of exceeding expectations

+ Practical retention strategies for small biz

+ Empowering employees to enhance service

+ The true cost of high employee turnover

+ Small actions that build customer loyalty

+ Communication’s role in customer retention

+ How to train (and hire) for hospitality

Thank you, Samantha!