What starts as a fun story about Jay rediscovering his long-lost hardcore band Azalea — now going viral on YouTube decades later — quickly spirals into a no-holds-barred discussion on why so many businesses are unintentionally bad at creating customer loyalty.

From restaurant mishaps to store credit-only return policies, and from logo-plastered swag to the weird world of early check-in fees, Jeff and Jay unpack real-life examples of how companies prioritize internal logic over customer empathy. Spoiler: it's hurting your brand more than you think.

This isn’t about getting the job done. It’s about being exceptional — not in the flashiest ways, but in the most human ones. Exceptional businesses ask:

Would I be thrilled to work with me?

Would I refer myself with no incentive?

Would I wear my own T-shirt if I didn’t own the company?

If you can’t say yes with full confidence, there’s your clue: it’s time for a self-audit.

What you’ll take away from this episode:

- Why being “net zero” after a mistake isn’t enough to win trust

- The problem with making returns hard — and why it drives customers away

- How a ruined steak can become your best customer experience moment

- Why forcing reviews before the service is done makes people cringe

- How “business hat” decisions often fail the “consumer hat” test

- The ROI of simply being easy to work with

- And why putting your logo on cheap swag is usually about you, not them

This is one of our most important conversations yet — especially if you’re building a business, leading a brand, or simply trying to do right by your customers.

If the experience you offer wouldn’t excite you, it probably won’t excite anyone else either.

Connect With Us: 📩 Business Inquiries and Questions: whocares@clientgiant.com

🖇️ Website: https://www.clientgiant.com/

📸 Instagram: https://www.instagram.com/theclientgiant/

📘 Facebook: https://www.facebook.com/theclientgiant

💼 LinkedIn: https://www.linkedin.com/company/clientgiant/