1368: THIS audit of your company will tell you EVERYTHING! (thanks to my plumber!)

Ever had a customer service experience so bad it made you rethink your own business from the ground up? That’s exactly what happened to Brian this week. In this Solo Sunday episode, he shares the story of a frustrating plumbing fiasco that led to a massive “aha” moment about the difference between customer service and the entire customer experience. Brian reveals how he used a simple call recording and ChatGPT to uncover the hidden friction points most businesses miss—from misaligned website promises to frustrating hold music. This isn’t just a rant; it’s a masterclass in using AI as an objective third party to audit your whole client journey and find your biggest opportunities for growth.

✨ Why This Matters for You

Understanding your true customer experience is a competitive advantage:

• It’s about seeing your business through your customer’s eyes, not just your own.
• It uncovers the hidden frustrations that customers feel but never tell you about.
• It allows you to turn every touchpoint—website copy, emails, calls—into a cohesive, trust-building experience.
• It’s a way to leverage AI to get unbiased, actionable feedback that is more honest than asking a client directly.
• It’s how small businesses can create a superior experience that even large companies with more resources fail to deliver.

📝 Key Takeaways

• Customer Experience > Customer Service. Service is just one interaction; experience is the sum of every single touchpoint, from the first time they see your website to the final follow-up.
• AI is Your Unbiased Auditor. Tools like ChatGPT can analyze your communications and processes from a customer’s perspective, revealing blind spots you’re too close to see.
• Your Promises Set Expectations. The copy on your website, your guarantees, and your sales pitches are constantly shaping your client's expectations. You have to ensure the delivery matches the promise.
• Proactive Communication Wins. Don't wait for a client to ask for an update. Be the one to reach out first, even if it’s just to say there are no new updates. It builds immense trust.
• Capture the Full Context. To get a true analysis, you need to provide AI with the full picture: call transcripts, email chains, website screenshots, text messages, and project timelines.

🚀 Put It Into Action

This week, conduct your own AI Customer Experience Audit:

• Pick one recent client or customer project.
• Gather all the data: Screenshot the website pages they saw, compile all email correspondence, grab any call transcripts or notes, and include any text messages.
• Feed it all into an AI tool like ChatGPT with a prompt like: "You are an unbiased customer. Based on all this information, analyze my entire customer experience. Point out areas of friction, misaligned expectations, and opportunities where I could have created a better experience."
• Review the feedback and identify one or two simple changes you can implement immediately to improve your process for the next client.

🔗 Stay Connected

• Subscribe to the show so you never miss an episode
• Connect with Brian on Instagram @imetbrian
• Share this episode with a fellow entrepreneur who wants to build an unforgettable customer experience