Will Guidara
speaker
1,995 appearances
4 recordings
4 series
first heard Oct 2022
last heard 15 Jun
Will Guidara’s voice in public audio — every appearance, attributed to the second.
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recordings per month · last 12 monthsRecordings per month over the last 12 months — 3 in all, peaking in Jun 2026 with 1.
Appearances
To make things right, they felt such an investment from me that they rewarded it with their loyalty.
There's almost a business case to be made that someone should start a business that intentionally messes up with every single customer they have just so that they have the opportunity to turn it around.
And so I think in those moments, that's when you got to go big.
I think a lot of businesses could spend a little bit less on traditional marketing and a lot more on customer recovery.
And the ones that do it well, I think are pretty remarkable.
Well, I think part of it, I mean, listen, this is so, the answer to this question is so different based on the business and the size of the business.
Though I've spent a lot of time with a lot of small to medium businesses who, at the end of the day, someone on their team is interacting, whether it's on the phone or in person or through a screen, with their customers.
And there's just no system through which that person is actually taking note of how that person feels.
And most people are the same.
You can read pretty quickly without even saying, hey, are you enjoying our business?
You can tell whether or not they are.
And yet we have no communication process in place to actually raise a flag if they're not or identify that they are so we can tell whether something changes in a negative direction.
So I think step one is just, what is the system through which you are keeping track of the things that all of the different people in your team already know and centralizing that information into one place?
With the bigger, bigger companies, yeah, you do need to rely on MPS and surveys, but then actually do something with it.
I mean, the number of companies that have surveys or whatever, don't ask for information if you're not going to do anything with it.
It's just annoying.
And honestly, it's disrespectful.
Yeah.
Criticism is an investment, but only when done thoughtfully.
And I have a bunch of rules like criticize in private, never in public, because the moment you criticize someone in front of their peers, a wall of shame goes up.
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