Ep40: Customer Service - Is Oversharing Hurting Your Business?

Can being too honest with clients sometimes create more stress than clarity? After a kitchen installation turns into a lesson in communication, Richard and Lee look at the fine line between keeping clients informed and giving them more detail than they actually need. What starts as a small issue with cabinetry becomes a bigger question about service, stress, trust and overexplaining. They also reflect on how this shows up in small business, especially when clients start to feel more like community. From trades to local cafés, Richard and Lee consider when transparency is helpful, when it becomes a burden, and why not every behind-the-scenes problem needs to be shared. If you have ever felt unsure about how much to tell a client, customer or community member when something goes wrong, this episode offers a grounded perspective on communicating clearly without manufacturing unnecessary stress. If you enjoy it, they'd love to hear from you! Drop a comment on the episode - or get in touch via Instagram: @RichlyToldPodcast This is a Podvan Media production.