Episode 6: Customer Service with Lauren & Kyle Clugston | bonniegalam.com

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Episode 6: Customer Service with Lauren & Kyle Clugston

September 15, 2020

True confession, Lauren and Kyle Clugston are two of my favorite people to follow over on IG. They are incredibly authentic, funny, and creative – what more can you want out of an IG account?! Luckily for me, Lauren and Kyle are local to my area and we’ve had the opportunity to meet at some […]

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True confession, Lauren and Kyle Clugston are two of my favorite people to follow over on IG. They are incredibly authentic, funny, and creative – what more can you want out of an IG account?! Luckily for me, Lauren and Kyle are local to my area and we’ve had the opportunity to meet at some local REIA events (#RIPinpersonmeetings) and let me tell you they are just as kind and funny in person.

As I was preparing to launch my podcast I reached out to Lauren and Kyle to see if they’d be interested in being on the pod. I’ve heard them over on the Real Estate Rookie Podcast and knew they had a great story but I also knew they were only sharing a piece of their story.

Through their IG stories, I caught on that they implement some really cool customer service techniques with their tenants, neighbors, and even the towns they invest in. Knowing Lauren and Kyle, I don’t think there was an ulterior motive other than wanting to be the opposite of a slumlord but through their thoughtfulness and empathy they’ve weathered the COVID storm as good as anyone could hope.

In this episode, we chatted about:

  • How this husband/wife team implements customer service principles without being taken advantage of

  • How they broke through “analysis paralysis”

  • How they are learning to outsource work to scale

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