What if the best way to create happier customers had nothing to do with the customer?
In this episode of Built Different, Eric Tilghman explains why the customer experience actually begins inside your company – with your people, your leadership, your standards, and your culture.
From the way employees communicate and handle mistakes to how they treat each other on the jobsite, customers experience your company culture whether they realize it or not. And in an industry like construction, where your team may spend months inside a client's home, those small interactions can make or break the entire experience.
Eric shares why accountability builds trust, why happy employees have more capacity to care, and why some of the most powerful customer-service moments happen when something goes wrong.
Because at the end of the day, great service isn't something you manufacture.
Build a healthy culture, and happy clients become the byproduct.
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