We’ve all been there—stuck on hold, bounced between departments, or treated like an inconvenience. In this episode of Mike and Blaine, we dive into the frustrating world of bad customer service and how it silently kills customer success, retention, and brand loyalty. Poor service experiences cost businesses millions in lost revenue every year, and for small businesses and entrepreneurs, one bad interaction can be the difference between growth and failure.
From viral customer service disasters that went mainstream, to everyday tone-deaf policies that drive customers away, we unpack the real stories behind service fails and ask: when did “the customer is always right” stop being true? We’ll also talk about how customer success impacts long-term business growth, why companies overlook it, and what happens when service is treated as an afterthought rather than a core part of business strategy.
But it’s not all negative—we share legendary examples of companies that got customer service right and built incredible loyalty, showing that outstanding service still wins. Whether you’re an entrepreneur, business owner, or just someone who’s survived a nightmare customer service call, this episode gives you insights, lessons, and a few cringe-worthy laughs along the way.
#CustomerService #CustomerSuccess #SmallBusinessGrowth #BusinessPodcast #MikeAndBlaine
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Featured Beer: @lonepintbrewery @cabinbrewingco @bornbrewingco
Mike: Lone Pint Brewery “Brewer’s Select” American Wheat Ale
Blaine: Cabin Brewing Company and Born Brewing Co. Collaboration “Super Cutie!” Hazy IPA with Mango
Watch on YouTube: https://youtu.be/wF1pM8EdhFI
Thanks to our Beer Sponsors:
• Rachel Barnett from Gentle Frog: youtube.com/@GentleFrog
• Karen Hairston from 3S Smart Consulting: 3ssmartconsulting.com
• Larry Weinstein, the Cash Flow Cowboy in Houston Texas!
• Neighbor Pat
• Devin
• Jeff Robertson at jeffreyrobertson.com
Listen to all our episodes at mikeandblaine.com
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