In Episode 6: Customer Experience Audit, we’re talking about the part of your business you can’t “market your way out of”: the experience people have from the first message to the final handoff.

If you’ve ever thought:

“We do good work… so why don’t people come back?”

“Why are we getting ghosted after quotes?”

“Why does it feel like we’re always putting out fires?”

…this episode will help you find the leak.

In about 20–25 minutes, you’ll run a simple 1–10 scorecard across the 7 places most businesses lose trust (and repeat business):

First response speed (calls, texts, emails, DMs)

Process clarity (what happens next)

Quote/proof quality (easy to understand, easy to approve)

Timeline reliability (deliver when you said you would)

Convenience (payment, pickup/delivery, communication)

Problem recovery (how you handle mistakes and changes)

After-sale follow-up (reviews, reorders, referrals)

This is built for both walk-in customers and B2B buyers — because they want the same thing: clarity, speed, and follow-through.

You’ll also get practical “one fix for this week” options you can implement immediately, like simple response templates, a clear “what happens next” script, proof approval checklists, and a two-step follow-up that turns one-time buyers into repeat customers.

Your homework is straightforward: score the 7 categories, circle your lowest score, and run one fix for 7 days.

Next week, we’ll move into the Operations Audit — because great customer experience is usually just great operations showing up consistently.

If this episode helps, share it with another owner who’s trying to grow without adding more chaos.