MSMP 96: Justin Varuzzo on Putting Customers First

What Does MSMP 96: Justin Varuzzo on Putting Customers First Talk About?

In this episode of the Mads Singers Management Podcast, host Mads Singers interviews Justin Varuzzo, host of the Marketing and Service podcast, about the importance of exceptional customer service. Justin shares insights on how low the bar for customer service is, noting that most people cannot recall three exceptional experiences. This presents a huge opportunity for businesses to stand out by providing minimal but effective service improvements. The discussion covers practical strategies such as adding 24-hour chat support to e-commerce sites, claiming and optimizing Google My Business listings, and responding to negative reviews constructively. Justin emphasizes focusing on high-value customers, or 'whales,' and building long-term relationships through consistent, thoughtful actions.

the bar for customer service is so low that even a minimal effort will impress people.Justin Varuzzo

Who Is Featured on MSMP 96: Justin Varuzzo on Putting Customers First?

Justin Varuzzo hosts the Marketing and Service podcast, where he interviews guests about techniques and strategies for delivering exceptional customer service. He brings a customer-oriented approach to every discussion, focusing on the customer journey and building lasting relationships. In this episode, he shares stories and practical advice drawn from his experience, including the importance of not taking negative reviews personally and the value of doing something nice for your most valuable customers on a regular basis.

What Are the Key Takeaways From MSMP 96: Justin Varuzzo on Putting Customers First?

• Exceptional customer service is rare, so even small efforts can significantly impress customers and build loyalty.
• Adding 24-hour chat support to e-commerce websites can directly increase sales and is essential in a global economy.
• Claiming and correctly filling out your Google My Business account improves SEO and local search visibility.
• Negative reviews are an opportunity to showcase excellent customer service and can turn critics into brand advocates.
• Focus on your 'whales' or most valuable customers by regularly doing something nice for them to strengthen relationships.

the whole world can see your response and if you do it right, people can and will still do business with you.Mads Singers

Is MSMP 96: Justin Varuzzo on Putting Customers First Worth Listening To?

This episode is highly recommended for business owners, marketers, and anyone involved in customer service. Justin Varuzzo provides actionable insights that are easy to implement and can yield significant returns. The conversation is engaging and filled with real-world examples that illustrate key points. Listeners will come away with a renewed appreciation for the power of customer service and practical steps to elevate their own approach.

Who Should Listen to MSMP 96: Justin Varuzzo on Putting Customers First?

• Business owners
• Marketing professionals
• Customer service managers
• Solopreneurs

What Are Listeners Saying About This Episode?

The proliferation of podcasts in all spheres means that occasionally one of my guests also hosts a podcast.  My guest for this episode of the Mads Singers Management Podcast, Justin Varuzzo, hosts the Marketing and Service podcast.  Here he interviews guests who share, through different techniques and strategies, his focus on exceptional customer service.

Justin shared several stories that illustrated something we instinctively know but don’t often ponder: the bar for customer service is so low that even a minimal effort will impress people.  Justin shared that when asked, most people can’t even come up with three exceptional customer service experiences.  While that’s bad for our society as a whole, it’s a great opportunity for businesses to shine and to build strong long-term relationships with customers.

I really agreed with this and I shared the importance of adding 24-hour chat support to e-commerce websites in an increasingly globalized economy.  While some people mistakenly consider such chat support to be a luxury, the reality is that it’s often the difference between someone placing an order and someone not placing an order and we have often seen for ourselves the jump in sales after chat support was added.

Justin also noted the people sometimes miss the basics when looking for some special hack to promote their businesses.  One of those basics is making sure that you claim your Google My Business account and make sure that all of the information is correctly filled out.  This can make a difference to your SEO in general and local SEO in particular.

One of the maintenance tasks in Google My Business is responding to reviews and Justin noted that he’s seen far too many solopreneurs, in particular, take negative reviews personally.  As a result, they tend to respond inappropriately, for all the world to see.  I agreed, and added that a negative review can sometimes turn out to be a positive thing!  The whole world can see your response and if you do it right, people can and will still do business with you.  In fact, some of the biggest brand advocates we’ve seen once left a bad review...which takes us back to how we kicked off the episode: talking about the lifetime value of customers and doing what is necessary to keep customers happy rather than take the chance of losing them.

Some customers deserve more attention than others...these are the “whales” that keep your business afloat.  Justin advocates doing something nice for them on a regular basis.  It’s just one more way to stand out in a global marketplace.

I really appreciate Justin’s customer-oriented approach, and I think you will too!

Key Learning Points:

1. Justin explains his focus on the customer journey - 2:53

2. Justin talks about his goals in building a relationship with clients - 4:10

3. Justin shares a fascinating story about customer service experiences - 8:28

4. Mads discusses the rising importance of 24-hour chat support - 13:30

5. Justin notes the importance of warranty in a purchase decision - 18:30

6. Justin warns against the danger of taking negative reviews personally - 24:20

7. Mads explains what a great opportunity negative reviews can be - 25:10

8. Justin advocates doing something nice for the “whales” in your business - 27:40

9. Justin explains a mistake many make on employee evaluations - 30:33

Resources Mentioned:

Extreme Ownership by Jocko Willink

Connect with Justin Varuzzo

Marketing and Service