In this episode, Chip Townsend is joined by Glyn Ann Townsend to unpack a powerful lesson on customer service. They share a true story about a favorite restaurant and how one small interaction drove them away for good. Martial arts school owners, take note—how your team handles even the last few minutes of the day can make or break your reputation.

Three takeaways:

Consistency matters more than one-time excellence

Train your team to treat every person like they matter

One bad moment can cost you loyal students and revenue