The Power of Empathy and Patience in Customer Experience Management
Operation Agency Freedom Podcast
Release Date: 05/16/2024
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177 OAF Why Print Ads Still Rock in This Digital World
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176 OAF Marketing a Successful Book Launch with Valerie Morris
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175 OAF: Josh Crouch's 2 Million Podcast Downloads and Its Impact on His Agency
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174 OAF Thrive in the Mortgage Industry with Nick Carpenter
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173 OAF Guide to Mental Health, Productivity, and Ethical Entrepreneurship with Kenn Kelly
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172 OAF When Partners Collide and You Need to Sell Your Agency With Carrolee Drummonds
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Welcome to another insightful episode of Operation Agency Freedom! I'm your host, Chris Martinez, CEO and founder of Bloom, where we empower marketing agencies to maximize their potential and achieve stellar growth. Today, we're delighted to have Carrolee Lee Drummonds, CEO and founder of Carrolee Moore Consulting Group, joining us from Frisco, Texas. Carrolee Lee has a fascinating journey from being a freelance graphic designer to building a successful agency, navigating the complexities of partnerships, and ultimately selling her business. In this episode, Carrolee Lee shares her...
info_outlineHey 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