In Part 4 of the Legendary Business: From Rats to Riche$ series, we meet Charles Rat, the busy, overworked solopreneur who can always justify his bad customer service with a “good reason.” Charles is overwhelmed and doesn’t see things from his customers’ point of view. In the classic,” can’t see the forest for the trees” scenario, Charles is overwhelmed with the duties of running his business that he believes his exhaustion, interruptions, and stress excuse his gruffness.

The truth?

His behavior is driving customers away without him even realizing it.

With customer service increasingly rare in today’s self-serve world, standing out as a business that truly cares can be your greatest competitive advantage.

In this episode we dive deep into why customer service matters more than ever, why clients often leave without saying a word, and how you can avoid letting Charles Rat sabotage your business. You’ll learn how to reset when interruptions happen, how to truly listen to your customers (even when the questions feel repetitive), and what to do if you’ve already delivered poor service.

Key Takeaways:

• Customer service is everything: Even the best product or skill can’t save you if clients feel mistreated.
• Clients rarely complain: Most just leave quietly and then tell others about their bad experience.
• Small things add up: Rudeness, impatience, or cutting customers off damages trust.
• Interruptions aren’t the enemy: How you handle them defines your customer’s experience.
• Shift triggers work: A simple pause, breath, and smile can reset your energy before engaging.
• Let them ask: Even if you’ve heard the question 10,000 times, customers need to feel heard.
• Repair is possible: Reach out after mistakes, apologize, and make things right.
• Bad news spreads fast: Negative experiences travel quickly, while positive ones spread slowly..
• Great service stands out: In a world of DIY and self-service, exceptional customer care is rare and magnetic.

About Sharon:

Sharon Galluzzo, Profit Growth Strategist at Profit Connections, is the author of several Amazon Best Selling books including “Legendary Business: From Rats to Riche$.” She ran a successful multi-six figure, award winning business for more than a decade before selling it for a profit. In her more than 19 years as an entrepreneur, Sharon has coached professionals across the country from franchisors and solopreneurs to businesses on the verge expansion.

http://sharongalluzzo.com/

https://www.facebook.com/sharonagalluzzo/

https://www.instagram.com/sharon_galluzzo/

https://www.linkedin.com/in/sharongalluzzo/

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