How to SAVE a Customer

In our latest podcast episode, the owners talk about some of the systems they’ve developed over the years that have allowed them to be successful.

Good Morning!

Here are today’s highlights:            

• Lenders continue to tighten lending standards.

• Do you track your business’s Net Promoter Score? Has it been helpful?

• Starbucks is demonstrating the advantages of remaining privately held.

• John Foley says the money he made starting and building Peloton is gone. Are his kids better off?

PUBLISHING SCHEDULE

See you in September: Here at 21 Hats we will be shutting down for the rest of the week—except for the 21 Hats Sounding Board, which will remain open to paid subscribers 24 hours a day. Both the newsletter and the podcast will return the day after Labor Day.

THE 21 HATS PODCAST

How to SAVE a Customer: This week, in episode 210, Jay Goltz, Jaci Russo, and Jennifer Kerhin discuss some of the systems they’ve created that have made their businesses successful. Jay established a process that helps employees diffuse conflicts with angry customers. Jaci has a process that tracks the performance of her agency’s lead-generation efforts and has helped her target clients more precisely. And Jennifer recently created a process to deal with change orders that makes it easier to walk the line between offending clients and forfeiting profits.

• Plus: We follow up on some issues we’ve discussed in previous episodes. Jay told us recently that he’s cutting back on his advertising spend. Is that the best response to a softening market? Jennifer told us when she first joined the podcast about her long march through what is often called the valley of death. Is she still in the valley of death? And Jaci told us at the beginning of the year that she had two big clients that were ready to sign on. Did they in fact sign on?

• You can subscribe to the 21 Hats Podcast wherever you get podcasts.