347 – Creating An Amazing Customer Experience

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Have you ever heard the saying, “they’ll come for content, but stay for community”?

Well, it’s similar for your customers. They’ll come for a service, or a product, but stay for the

It’s the reason why hotels in Vegas go above and beyond. Their experience is defining. For better or

You can spend a week in two different hotels, right next to each other, and have a totally different
experience. And you’ll ALWAYS return to the one you had a better experience at. Always, regardless
of cost.

In this podcast, we discuss how you as a tradie/contractor can work to improve your customer

There’s room for improvement in all departments and areas of your business. The question is, what are you doing about it?

Be sure to leave some comments in relation to your experiences with good and bad customer
experiences. We’d love to hear what’s working for you.

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What’s Discussed In This Episode:

00:18 – Welcome back to the Site Shed podcast!

01:38 – Podcast Introduction

02:47 – Matt thoughts about Domino’s pizza delivery app

04:52 – How Dave Edward ended up being the customer experience expert

09:32 – How important it is for an organisation to make customer experience part of the process

16:32 – How to detect opportunity for customer experience and which of them should be on top of
              priority list

23:20 – Dave Edward on tradies referring to themselves as “tradies”

34:40 – How to start improving the area, businesses lack in

41:18 – Starting with values and company culture from the onboarding process

45:34 – How important is taking responsibility and accountability of the flaws

Related podcasts:

  • TSS143 – Dominating Customer Service – [LINK]
  • TSS218 – Using Data to Create an Amazing Customer Experience – [LINK]


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The Site Shed | Listen Notes


The Site Shed is one of the best online communities and podcasts for tradies out there. The free content provided to members is unbelievable - offering invaluable advice to run a successful business, and the community of tradies is truly awesome. Do yourself a favour and check it out.

Peter Cox Business Man

Great work Matt with all the podcasts and the site shed facebook community group. The amount of information that you can learn for free in this space is unbelieveable. It's great to see like minded contractors and trades trying to improve their businesses and also share ideas and help others. Highly recommend. Thanks!

Ben Hern Business Owner

I have been listening to the pod casts for a few months now, I can't get enough of all the awesome content that you guys provide. Especially when you guys deliver it from a trade perspective which helps out a lot. Keep up the good work and hopefully one day I can afford one of the trade training trips.

Ché Henton Customer

I own a construction company,and i love learning how to make my bussiness more competitive,profitable and how to better serve my clients. The site shed is a wonderful place to get invaluable knowledge no matter your trade .

Michael Mullinax Construction Company Owner

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