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b'The Nitty-Gritty:\\n\\n\\n\\n* Why SmartStart founder Linda Lopeke has every potential client complete a rigorous application* How she sets expectations clearly from the get-go so that every client has the best chance of getting results* What inspired her approach to business systems and client experience* How she makes brand-new clients feel at ease, step-by-step\\n\\n\\n\\n\\n\\nStarting my working life as a retail worker, I always associated \\u201ccustomer service\\u201d with what you do when there\\u2019s a problem.\\n\\n\\n\\nA customer needs to make a return. They have a question about this week\\u2019s sale. They need to report a problem with the bathroom.\\n\\n\\n\\nDespite years and years of training on customer service, no one ever said to me: customer service starts before the customer even walks in the door.\\n\\n\\n\\nCustomer service is having the right product on display. It\\u2019s having the carpet freshly vacuumed. It\\u2019s having the music at the right level, playing the right songs.\\n\\n\\n\\nDo customer service right, right from the beginning, and you dramatically reduce the number of problems you encounter during the day.\\n\\n\\n\\nI didn\\u2019t learn that lesson until I started my own business\\u2014and really many years after.\\n\\n\\n\\nFor our final episode on our series on designing exceptional customer experiences, I spoke with Linda Lopeke, the founder of SmartStart.\\n\\n\\n\\nLinda knows that customer service starts long before the first purchase is ever made.\\n\\n\\n\\nShe\\u2019s designed her entire client on-boarding system to set clear expectations, ensure fit, and make new clients feel at ease. Instead of crossing her fingers and hoping she doesn\\u2019t run into customer service problems, Linda has crafted a process elevates her client experience.\\n\\n\\n\\nI talked with Linda about the lengthy application process she uses, why she interviews every prospect before they can work with her, and how she brings on a new client step-by-step.\\n\\n\\n\\nPlay close attention to all the opportunities Linda has to set expectations throughout the process and reduce the friction of doing the work.\\n\\n\\n\\nNow, let\\u2019s find out what works for Linda Lopeke!\\n\\n\\n\\n\\n\\nWhat Works Is Brought To You By\\n\\n\\n\\n\\n\\n\\n\\nMighty Networks powers brands and businesses \\u2013 like yours! \\u2013 that bring people together.With a Mighty Network, online business owners just like you can bring together in one place:\\n\\n\\n\\n* Your website* Your content* Your courses* Your community* Your events online and in real life* And charge for them\\u2026all while building YOUR brand.\\n\\n\\n\\nVisit mightynetworks.com to see more examples of brands bringing people together and taking their businesses to the next level.'