What do feedback forms, client exits, onboarding gaps, and awkward VA requests all have in common? They’re all goldmines for building a better business—if you’re willing to dig.This week, Hermione and Jess pull back the curtain on what it really takes to build a customer-centric business that not only grows but retains. We’re talking churn, systems, expectations, and all the uncomfortable-but-necessary tweaks that shift your business from “meh” to magnetic.From training debriefs that sting to the moment you realise your offboarding process is costing you referrals—this episode is full of juicy moments that’ll make you want to audit your entire client journey (in the best way).We talk about:What building a customer-centric business actually means (and what it’s not)Avoidable vs. unavoidable churn—and why most people get it wrongThe offboarding process most businesses forget about (and why it matters)How feedback loops create stronger teams, better offers, and more referralsDesigning programs and services based on what your clients actually wantWhat Jess’s unicorn VA stories taught her about setting boundaries earlyWhy frictionless experiences win (even when AI joins the chat)Chapters:[00:00] Pineapple Drinks, Espresso Martinis & Feedback Feels [04:00] When Feedback Isn’t Perfect… and What You Do Next [08:00] Redesigning Onboarding to Reduce Churn [13:00] Unicorn VAs, Alignment Calls & Hard Truths About Fit [20:00] Client Offboarding: Where Most Businesses Drop the Ball [29:00] Coaching, Group Programs & Letting Clients Self-Select [37:00] Is Your Business Reactive or Customer-Centric? [44:00] Real Estate Rants, Follow-Ups & Offboarding that Drives Referrals [50:00] The Uber Analogy, Sticky Experiences & Service That Scales [56:00] Customer Service Icks: Tradies, Texts & Feeling Like a Burden💭 This one’s for the business owner who’s building a service that actually delivers—and wants to make sure clients stay, rave, and refer.🎧 Pour a drink, tune in, and get ready to rethink how you're treating the clients you already have.With your hosts:Jessica Whatman – founder of AgentSync, the best VA company in AustraliaHermione Gardiner – real estate biz coach and founder of Sidekick, the best property management consultant in Australia✨ Connect with us:🎧 The Podcast: here📱 AgentSync: agentsync📱 Sidekick: sidekick.net.auFree DownloadThe Ultimate Personal Branding Blueprint A free guide for agents, PMs and BDMs who want to stand out, get noticed and grow their business. 👉 Download the guide The Brand LabMarketing made easier for real estate pros Brand Lab is your shortcut to better content, stronger branding and more leads. 👉 Join now With your hosts:Jessica Whatman, founder of AgentSyncHermione Gardiner, founder of Sidekick

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