How to Make a Lasting Impression by Giving a Little Extra with Stan Phelps

Are you missing opportunities to deepen customer relationships and boost referrals?

In this conversation, Kenny Harper interviews Stan Phelps, a certified speaker, author, and expert in creating impactful customer and employee experiences. Phelps shares insights from his 'Goldfish' series of books, which explore how businesses can go the extra mile to enhance relationships with both customers and employees.

He discusses the importance of doing more than just transactional interactions by adding little extras, making experiences memorable, and focusing on the top 20% of customers who contribute significantly to profitability. Stan also provides practical tips on how businesses can leverage word-of-mouth marketing and improve retention and satisfaction through thoughtful gestures and consistent experiences.

Kenny and Stan cover various facets of customer service, employee satisfaction, and the importance of focusing on existing customers over acquiring new ones.

00:00 Introduction and Guest Welcome
00:47 Meet Stan Phelps: Author and Speaker
01:54 The Goldfish Series: A Unique Concept
03:39 Customer and Employee Experience Insights
07:00 The Importance of Word of Mouth Marketing
12:38 Stan's Speaking Engagements and Workshops
15:32 Challenges and Lessons in Business Growth
20:50 Final Thoughts and Takeaways

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