Going above and beyond in business is one of the simplest ways to stand out, but almost nobody does it. Ben and Jon break down real examples from ecommerce, online business, and service businesses that prove doing unscalable work can create customers for life. If you run a business, work in ecommerce, or want to grow through word of mouth instead of paid ads, this conversation is a blueprint you can use today.

They dive into the psychology of customer loyalty, the power of personal follow up, how great operators remove friction for customers, and why automated messages never replace a real human connection. Ben shares the full story behind the golf simulator “box” concept and how small, unexpected touches create repeat buyers. Jon breaks down the simple practice that almost every business ignores but could instantly use to raise retention and reviews.

This is a tactical, practical episode on customer experience, retention, and operator mindset, told through real stories, real failures, and real wins.

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Timestamps:

0:00 — Unscalable work that actually scales your business

1:07 — Why customers do not use the products they buy

3:10 — The golf simulator box concept

9:12 — The power of follow up calls in any business

13:30 — Unscalable strategy: implementing software for free

16:46 — Handling customers during emotional moments

22:40 — Preventing negative word of mouth before it happens

28:50 — Tools for creating personal video messages

38:08 — First Form's extreme approach

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