In this episode, Chris breaks down the psychology behind getting your phone to ring by truly understanding your customer. Learn how empathy, avatar clarity, and showing up where your customers already are can transform your marketing, sales, and in-home experience.

💡 What You’ll Learn

How identifying your ideal customer avatar changes the way you market and sell

Why most residential service decisions are driven by emotion, trust, and familiarity

How to position your brand in everyday places so customers think of you first

⏱ TIMESTAMPS/CHAPTERS

00:23 Why empathy is the real driver behind leads and phone calls
00:55 Understanding why customers buy, not just what they buy
01:32 Marketing lessons from Disney and anticipation psychology
02:03 Who the real decision maker is in residential service work
03:33 Why most service calls involve homeowners and spouses
04:46 How understanding family dynamics affects sales and service
06:09 Why knowing your avatar changes how you communicate
07:19 Marketing based on where customers actually spend time
08:14 Real world branding examples that build top of mind awareness
09:26 How kids, schools, and community events influence buying decisions
10:52 Why being remembered matters more than being searched
11:57 Identifying your ideal customer and their habits
13:02 Why experiences beat discounts in marketing
14:07 How in home behavior impacts trust and conversion
15:03 Different motivations between spouses during buying decisions
16:00 How familiarity shortens the buying cycle
17:13 Why showing up where competitors are not wins
17:32 How empathy connects marketing, sales, service, and follow up

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