In PART FOUR of this week's episode, we are speaking with James Warren from UK Drainage Professionals about the importance of customer experience and setting expectations.Across the three parts of this episode, we are discussing everything off-mains drainage, the basics, the legislation, and the key things to look out for. James is incredibly passionate about off-mains drainage, its impact on the environment, and helping people to really understand a quite complicated and less common topic. James has an enthusiasm that you can't help get but energised by. James's experience has been gained in both the insurance and drainage industries. He started his career working in claims management for the UK’s largest insurer, before moving into the drainage industry in which he had the opportunity to combine both skills. James is our expert on anything from repair scopes to assessing insurance cover. In Part 4 of this episode, we discuss:🤓 Benefits of easy to read guides for customers who don't deal with the service you provide all the time📣 The key to good communication=👂 Setting customer expectations to achieve a great outcome🤝 Understanding all your customer touch points and when the experience starts🔍 The importance of transparency💬 The benefits of a pre-works walk and talk meeting💻 The importance of technology in the process and when to use it

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