Episode 287: Why Your Customer Experience is Falling Short with Joey Coleman

Straight Up Chicago Investor

Joey Coleman is a best selling author and founder of a branding firm that specializes in helping businesses retain customers and employees!

Joey jumps right in by explaining the difference between customer service and customer experience. He explains the best ways to handle routine tenant check ins and disagreements with tenants all through the lens of optimizing customer experience. Joey shares how the Eight Phases to “Never Lose a Customer Again” apply to prospective tenants. Joey closes with an amazing story of how a human-level connection and a small gift resulted in a tremendous business opportunity!

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Connect with Mark and Tom: StraightUpChicagoInvestor.com

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Guest: Joey Coleman, Design Symphony

Link: Never Lose A Customer Again

Link: Never Lose An Employee Again

Link: Dan Gingiss (Network Referral)

Link: Careers | GC Realty & Development, LLC

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Guest Questions

03:23 Housing Provider Tip - Run your investment properties like a business and treat your residents like clients.

03:51 Intro to our guest, Joey Coleman!

07:04 Customer service vs customer experience!

14:00 To check in with the tenant or not?

16:29 Reassuring tenants after move-in.

23:47 Phases to Never Lose a Customer Again!

41:10 How to handle disagreements with tenants?

50:58 Gifts and the $35,000 golf ball!

56:56 Advice to 20 year old Joey Coleman.

59:16 What is your competitive advantage?

59:42 One piece of advice for new investors.

60:16 What do you do for fun?

60:57 Good book, podcast, or self development activity that you would recommend?

62:44 Local Network Recommendation?

64:00 How can the listeners learn more about you and provide value to you?

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Production House: Flint Stone Media

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