One thing that drives Adam crazy is how much time, effort and money is spent on the physical aspects when designing, building and/or finishing out a brick & mortar business only to completely fall flat when choosing the person that will deliver the first interaction when a customer walks into the business. When that happens, every dollar and every minute spent by a company on marketing, product placement and everything else that goes into opening a business, goes down the drain with that first impression.

On your podcast, Adam can talk about his personal 23-year experience in the various industries that heavily rely on customer experience and why the first interaction matters. Specifically, he can uncover why customer experience is slowly deteriorating and how do you shine when things go badly? He’ll share strong examples of why data collection doesn’t matter if you don’t act on it and explain how to increase customer loyalty levels by being proactive towards non-loyal customers.

Dealing with customer feedback is not straightforward. Businesses are lazy and set their own standard of expectations on customer experience. Walmart has set its company level of expectations on customer experience, and people don’t complain, as they don’t go there for the service, they go because they are the low-price leader. How do you make the right business decisions when acquiring feedback feels confrontational, and action isn’t fast or adequately taken when received?

On your podcast, Adam can talk about how he not only acquires feedback in real-time in his many businesses but the art of responding properly when customers have issues. Specifically, how the first step is knowing about the issues when it happens, then assigning feedback to a dedicated person in the company to rectify. He can explain why asking yourself “Do you really want to know?” and listening, then communicating with the customer is critical when making business decisions.

Everyone knows that negative online reviews online scare new customers from trying your business for the first time. Studies show that most negative feedback is about interactions with employees. Key stakeholders in a business’ customer experience often ask what is working and what is not working. The real question should be WHO is working and WHO is not working. Having qualified employees that know how to take care of customers is the key to success.

On your podcast, Adam can talk about how he uses customer feedback to increase employee engagement and satisfaction. Specifically, allowing customers to easily and privately communicate with management in real-time, increases engagement and pride for employees and customers. He’ll share how he leverages customer feedback to create healthy competition around employee promotion and how to gain public recognition.

Adam started his first business, a European auto repair shop, as a junior in college. The company lost a lot of money in its first year and a half. Within five years of graduating he expanded the auto repair facilities to four locations and sold them all to a prominent Dallas custom home builder in 2006 for $7.5m. Unfortunately, the new owner went bankrupt when the housing market crashed in 2008. As a result, Adam had to sell many of his assets and investments to fund Maestro, his new Personal Assistant/concierge company.

On your podcast, Adam can share his story about the leadership lessons he’s learned as he secured a national contract for Maestro with Infiniti, the auto manufacturer and how he provides personal assistance programs for several Fortune 500 companies, the likes of Mitsubishi, Subaru, Nissan, Audi, VW and Porsche to further the expansion of Maestro. He will also discuss how his greatest failures led to his greatest comebacks.

Most businesses teach employees how to greet customers, describe the product/service that they are selling and ultimately how to handle the sale. They rarely teach employees/managers how to handle customers when things go wrong. The psychology behind the Service Recovery Paradox is quite fascinating. While conventional wisdom leads one to assume that a happy and loyal customer is one that does business with a business and never had any issues, the truth is that customers are more loyal when they had an issue with a business and the business handled the issue quickly and fairly.

On your podcast, Adam can give industry tips on how to easily collect customer feedback and more importantly, how to respond in such a way that you spend very little and not only retain that customer but also gain a more loyal customer in the process. It is much less expensive to keep customers than it is to attract new ones.