Most professionals today deliver competence — but not connection. In a world where AI and automation are replacing tasks, emotional intelligence and hospitality have become your strongest business advantage.

In this episode, Jay O’Brien and Jeff Jackel break down their 5-Step Self-Audit Framework — a proven system that helps business owners and service professionals create unforgettable client experiences that drive loyalty, trust, and word-of-mouth growth.

This isn’t about marketing tricks or expensive gifts. It’s about being thoughtful, proactive, and human.

Here’s how you can transform your business from good to remarkable:

🧠 1. Big Picture – Are you valued or just used?

Most businesses are “fine.” Great ones make clients feel seen. Learn how to turn basic satisfaction into passionate advocacy.

💬 2. First Impression – Make them feel welcome

From your first email to onboarding, everything you do should signal warmth and curiosity — not another transaction.

📅 3. Day-to-Day – Communicate like you care

A “no-update” update is better than silence. Clear, proactive communication builds more trust than perfection ever could.

🎁 4. Memorable Factor – Surprise and delight

Your most viral marketing is a genuine gesture. Memorable doesn’t mean expensive — it means personal.

🤝 5. Outcome & Aftermath – Stay trusted, not forgotten

Real success begins after delivery. Build systems that nurture relationships long after the invoice is paid.