I’ve been watching business owners make the same expensive mistake for over 35 years. They pour money into Facebook ads, Instagram campaigns, Google ads. Some even invest in beautiful wraps for work trucks. Prospective clients find them, show up, and then… nothing.
The experience falls flat. The systems aren’t there. The people aren’t there. And the customer never comes back.
If that sounds familiar, this blog is for you.
Marketing Without Service Is Wasted Money
Marketing gets people to your door. But it’s the experience that you give them that keeps them coming back.
You can invest in all the advertising and marketing you want, but without having the right people and systems behind it, you’re not growing your business. In fact, you’re probably driving clients away if your processes are hard and your people are even harder.
Think about Amazon. Love them or not, they have nailed the customer experience. Buy something, return it, get support. Every step of the way, it’s all seamless. That’s why they dominate.
The advertising is the invitation. The experience is what closes the deal and keeps clients coming back. Your business needs that same mindset.
My Own Perspective on Exceptional Customer Service
A few months ago, my daughter had jaw surgery. We flew to Edmonton in late December and stayed at the Hilton Garden Inn. She needed to ice her face eight times a day, and there was no freezer in the room.
The staff said, “No problem. Bring the ice packs down and we’ll take care of you.”
Every single time I came down throughout the night, every staff member asked how she was doing. The restaurant team adapted their menu so she could eat. They genuinely cared about us, going over and above to give us great service.
That’s the kind of experience you don’t forget. That’s the kind of business you return to. And that’s exactly what I want you to give to your own clients.
Are You Really Showing Up for Your Clients?
Once you’ve landed a client, are you and your team truly showing up? Not just delivering the service, but genuinely caring? Showing empathy when it counts and making them feel like more than just a transaction?
This is how you can tell if you’re showing up for your clients:
- Does your team go beyond the job description? Just like the hotel staff who had no obligation to ask about my daughter but did anyway.
- Are your systems set up to handle unexpected client needs? A simple, caring response to an unusual request can turn frustration into loyalty.
- What would your ideal Google review say? Write it down, then work backwards to build the people, processes, and systems you need.
The most powerful marketing is a satisfied client who tells their friends about you because the experience was that good.
The “Must-Have” in Business
Exceptional customer service really translates to a revenue strategy. In 2026, it’s not a “nice to have” anymore. Think of it as a “must-have.” Good customer service is how small businesses compete with bigger companies and build sustainably without relying on ads to survive.
I also encourage you to go back and listen to Ep. 2, Ep. 14, and Ep. 34 of the Stern Truth podcast. These episodes have similar themes, and I think you’ll find them useful.
If you’re ready to start building something that truly creates loyal customers for life, let’s talk. The ONtrepreneur Inner Circle gives you mentorship, accountability, and community to make it happen. Check it out here or email me directly at marshall@marshallstern.net.
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