Скачать или смотреть Are you creating bad customers?

Most founders don’t realize they’re building a customer base and a culture at the same time. Every exception you make, every policy you bend, every time you eat the cost to “keep them happy” - you’re teaching customers what to expect next time. And if you’re not careful, you end up with a business model powered by apologizing, refunding, and running on fumes.

Eleanor Mooney (co-founder of Verdant) has been in customer service since she was 14 and she’s blunt about it: high-touch service isn’t the same as being endlessly accommodating. In this episode, she breaks down how to deliver premium-level care while still protecting your time, your team, and your margins - especially when you’re building a luxury product brand and every interaction shapes retention.

This is the customer experience conversation founders actually need: how to hold boundaries without losing customers, how to design policies that create trust (not chaos), and how kindness + clarity can outperform “yes” every time.

#CustomerExperience #CustomerService #FounderBoundaries #SmallBusinessOwner #Entrepreneurship #StartupLife #RetailStrategy #EcommerceFounder #DTCBrands #BrandLoyalty #ServiceDesign #Leadership #Operations #BusinessSystems #WomenInBusiness #FemaleFounders #ConsumerBrands #premiumbranding

customer experience strategy, customer service boundaries, customer service policies, founder burnout prevention, service culture, handling difficult customers, returns policy strategy, e-commerce support, DTC customer retention, luxury brand service, retail training, hospitality mindset, brand loyalty systems, operations for founders