The Power of Empathy and Patience in Customer Experience Management

Hey guys, welcome back to another episode of Operation Agency
Freedom! Today we're diving into an amazing chat with Erin
Rohner, the powerhouse behind customer experience here at DUDE!


Ever wondered how to really listen to your customers and make
your service fantastic? Erin’s got you covered. She'll share the
key to staying ahead of the game by understanding your client's
needs and making the right changes.


I'll be giving you some cool ideas too, like using those
not-so-great Yelp and Google reviews of competitors to position
your business better


We get to hear Erin’s leadership lessons from her journey in the
trenches, including why it’s crucial to trust your team and let
go a bit, and how to manage employees as your business grows. Her
insights on building confidence by pushing yourself are pure
gold.



Plus, we also get real about the tough decisions in leadership,
like letting go of your first hire and setting realistic
expectations for your team. It is all about balancing facts over
feelings in leadership. 

We'll also be diving a bit into Erin’s background—did you know
she’s juggling an MBA program? 
Erin’s story of handling customer support during the crazy times
definitely showcases her dedication. She even trains other
agencies now on nailing customer experience!


Grab your headphones and get ready for a fun, insightful ride
with Erin and I. Don’t forget to subscribe and connect with us on
social media. You won’t want to miss this one, friends!


Discussion Points


00:00 Intro.
03:17 Longest standing team member during newspaper days.
08:46 Recognized need for leadership team, hired quickly.
12:33 Empathize with clients to improve their experience.
14:28 Emphasize customer perspective; trust but expect
remorse.
18:38 Grateful for growth, learning, and letting go.
19:26 Leadership growth, challenging lessons, empathy, and
confidence.
25:08 Leading means providing guidance and setting
expectations.
27:56 Outro.


Resources


• Connect with DUDE on the following social channels


• Facebook / dudeagency


• Instagram / dudeagency.io 


• Visit our YouTube channel / @dudeagency2093


• Check out our website and see how we can help you run a
profitable agency https://bit.ly/3RPh4Zn