In this episode, Coach J and The GMan explore the importance of consistency and standardization in customer service. The hosts discuss their experiences with exceptional customer service and the impact of consistent policies and systems. They draw parallels between the automotive industry and other industries, such as dentistry, in terms of customer experience and software challenges. The hosts emphasize the need for a strong culture and the reinforcement of policies to create a consistent customer experience. They also discuss the comfort and connection that customers and employees feel when there is consistency in service. So, which is more effective, being exceptional or standardization?
Podcast: Play in new window | Download
