Customer Service Archives - Our Success Group

Designing Your Customer Experience: Stop Selling Things—Start Selling an Experience

Aaron Montgomery October 20, 2025October 18, 2025 Business Tip

Your customer isn’t just buying a product or a service. They’re buying how it feels to work with you. They’re buying momentum, clarity, and connection. The thing you sell is just the tool that delivers that feeling.

When you start to see it that way, everything changes. You stop focusing only on what you make and start designing how your customers experience it. From the first message to the final thank-you. And a well thought out and executed experience drives loyalty, repeat business and space for them to tell their friends about you.

Why Speed, Not Scale, Is the Secret to Small Business Success

Aaron Montgomery September 29, 2025September 28, 2025 Business Tip

Let’s talk about growth. Most small business owners have been told that success means scale. Do more volume. Take on more clients. Run more jobs. But the truth is, scale is not the edge anymore. The real competitive advantage is speed.

Your customers aren’t just buying products or services. They’re buying velocity. They’re buying the experience of fast, precise service. The clock doesn’t start when you’re ready; it starts the second they say “yes.” And the business that can respond with clarity, precision, and velocity wins.

But what does velocity really mean for your intentional business? Once you pinpoint what your strengths, values, and passions are and then align them with what your ideal customers value, you can determine the speed choices that will matter for you. We will also discuss how to identify hidden slowdowns in your process and take a few practical steps to make speed your edge.

Why Customers Choose One Company Over Another

Aaron Montgomery October 8, 2024October 11, 2024 Customer Service

It’s Not About the Product

Have you ever wondered why a customer picks one company over another, even when the products are pretty much the same? It has nothing to do with the product or service itself. Those are the features that most people are touting loudly on social media and in their marketing. Instead, it’s all about how well the company connects with the customer’s deeper needs—what’s going on in their mind and heart.

Let’s break down how this works and look at three changes OSG partners made to better align with their ideal customers. We’ll also see how understanding those internal needs can help your business stand out.

Take Back Your Time from Frustrating Potential Customers

Aaron Montgomery August 26, 2024August 29, 2024 Business Tip

Managing Customer Expectations with Systematic Processes and Policies

Picture this: A potential customer comes to you with excitement in their voice. They say, “Can I see what it would look like if you created something for me?” You get to work, spending time crafting the perfect project, and tweaking every little detail. You send over the idea, feeling proud of your work, only to hear back, “We went another route.” All that time wasted! You’ve just spent all that time and energy, only to end up with nothing but frustration.

Sound familiar? If you’ve been in business long enough, you’ve probably experienced this scenario more times than you’d like to admit. The good news is, there’s a way to stop this cycle and protect your valuable time. It all comes down to setting clear policies and processes that manage customer expectations from the get-go.

I want to dive into why it’s so important to have these policies in place, how you can create them, and the huge benefits they bring—not just for your peace of mind, but for building stronger relationships with your customers. It’s time to take back your time and run your business on your terms!

Attracting the Right Customer For Success

Aaron Montgomery January 6, 2023August 8, 2024 Customer Service

Success begins with being customer-centric and attracting the right customers. When we attract the right customers we not only love doing business with them because we have common values with them, but we also open ourselves up to a lot more business as those customers will be your best salespeople. Companies should be as customer-centric … Read more

How Do Transactional Emails Read to Your Customers

Aaron Montgomery November 18, 2022August 8, 2024 Customer Service

Recently, I had a Small Business Saturdays episode about Transactional Emails and their importance in your overall marketing scheme. After all, these are the most opened emails of any that a business sends! So why not get some marketing juice out of them and serve the purpose of delivering the order receipt, communicating tracking details, or working with a customer on art and proofs. What is your call to action, and what is the image and brand you portray to your customers?

Being Customer Centric EQUALS More Profits

Aaron Montgomery September 30, 2022 Customer Service

We all have heard the saying “The Customer is Always Right”, and most companies state that in one form or another and give it half lip service. But, what if you really centered your business around what your customer needs and how you can best serve them? What if occasionally you lost a little bit on an order here or there? What if you put your future investments into ways to help your customers meet their goals, not your short-term metric driven selfishness? What if you made the customer the center of your business, the basis of how you and your employees make decisions? Is that a MORE profitable way to operate your business?

How to Work with a Challenging Customer

Aaron Montgomery July 29, 2022 Customer Service

Long-term clients can be a boon to apparel decorators, and help bring in steady business for shop owners of all sizes. In some instances, those frequent contract jobs even help a business expand into a bigger, busier production facility. But how do you accommodate a long-time customer who might be taking an excessive amount of time to approve a job, or is just generally being indecisive? If artwork is taking a while to be approved, or a price quote still hasn’t been okayed, it’s undoubtedly going to hold you up. This is a tricky situation since you obviously don’t want to hurt the client relationship, but also need to make sure the work is worth yours, and your employees’ time.

A Quick and EASY Way to Increase Your Sales

Aaron Montgomery July 22, 2022August 8, 2024 Customer Service

This is as quick and easy as you can find, but yet most of us neglect this unknowingly. The crazy part is that it is super easy, and the right thing to do. So here it goes (have I stalled long enough now?) … Build a better relationship with your CURRENT customers.

My Take on Proper Customer Service

Aaron Montgomery March 25, 2022 Customer Service

In the past, I had written a blog about how to NOT perform customer service and gave some examples of large companies that in my opinion didn’t have customer service perfected yet. Unfortunately many companies big and small struggle with proper customer service daily. There is a fine line between potentially hurting your business and offering top of the line customer service. You have to remember, your company must be in business to actually offer customer service so you can’t just give into everything. But that is not really what it is all about anyway, and typically most customers and businesses can have a great partnership and work together to solve any challenge. Here are 3 quick tips for achieving the best customer service your company can offer.