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Jan 10, 2019

Joey was born in Iowa on a farm with 6 brothers and sisters. He’s been to law school, worked for the Secret Service, the CIA and spoken at NASA. He was a criminal defense lawyer and worked for the Clinton Administration. This is only a sample of the many things that have occupied his time over the years. He’s also the best-selling author of Never Lose A Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days  and an accomplished traveling speaker.

He talks with us about the difference between customer service and customer experience, how his system applies to multifamily and what he’s reading.

The Rundown

Design Symphony



Law School

Federal Government work

Ad agency

Customer experience

Chick Fil’A



Learning through Observation

The Customer Journey

The 8 Phases

Customer Retention

Property Management

Customer Service vs Customer Experience

Touch Points


The Bar Is On The Ground


Coming From A Place of Gratitude

Blue Ocean

Human Nature

5 Minute Journal

Atomic Habits

Systems, Not Goals

Never Lose A Customer Again

Moving The Bar


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