
Mums With Hustle Podcast
MWH 556 : The Free Pilates Class That Went Very Wrong (A Real-Time Lesson in Customer Experience)
Nobody told us the free Pilates class was being filmed. The announcement came once we were already on our mats, framed as a reminder of something we had never actually been told, and what happened next taught me more about customer experience than most business books ever have. In this episode I share the full story, including the moment the studio owner walked in and the micro expression that said everything. Then I unpack the Triangle of Death, a framework I learned from my friend George Bryant that names the three deadly customer experience mistakes: the ego journey, the fire hose, and the zone of doubt. You will also learn why the absence of complaints is not the presence of consent, why most of your customers will sit silently through discomfort rather than risk being labelled difficult, and the three small recovery moves from Dale Carnegie that turn a mistake into a raving fan: admit it quickly, see their point of view, validate their feelings. Every business gets it wrong sometimes. Mine does, and yours will too. It is never the setback that decides whether a customer stays or leaves. It is always the comeback, and the comeback is fully within your control. Whether you are a coach, course creator, practitioner, creative or service provider, this one will change how you walk through your own customer journey. Send us Fan Mail This podcast is brought to you by Tracy Harris. Explore our offerings to elevate your business: Freedom Filled Business Freedom Filled Business is the most transformative and supported way to create, launch, and scale a course or membership that’s aligned with your life and values. It turns scattered, stuck entrepreneurs into confident CEOs with sustainable, scalable offers, a crystal-clear business strategy, and the freedom to live and lead with intention. Apply Now. Freedom Filled® Mastermind The Freedom Filled® Mastermind is exclusively for a maximum of 20 female entrepreneurs that are committed to intentional leadership and advanced digital business strategy, that transforms teams, fuels revenue, and sets the foundation for lasting freedom. It’s about unlocking the freedom to be uniquely you in how you grow your business and do life. Find out more here. Reels for Business Course Master the art of creating engaging reels that convert viewers into customers. This do-in-your-own-time course will equip you with the skills to leverage short-form video for your brand on Instagram. Sign up here. FREE Instagram Bio Checklist Want to make a powerful first impression on Instagram? Download our free checklist to optimise your bio for maxi...

