In this episode of the Build Your Business podcast, Matt and Chris Reynolds discuss how customer focus—not size or budget—is what separates great businesses from mediocre ones. Through personal stories, including a major family relocation and a dangerous health scare, they reflect on what truly matters in life and leadership. They dive into the idea that consistently doing the right thing for customers—even when it’s hard—is what creates trust, loyalty, and lasting success. This conversation is a must-listen for entrepreneurs and business owners looking to grow by leading with empathy, trust, and authenticity.
Life Happens: From Health Scares to Big Moves
Chris shares the story of his recent relocation from Boston to Florida—a decision shaped by family dynamics, opportunity, and long-term priorities. Matt opens up about a terrifying carbon monoxide incident, reminding us how fragile life is and why business owners must constantly re-center on what truly matters. These stories lay the foundation for a discussion about aligning business decisions with personal values.
The Power of Customer Focus in Business
Customer focus is more than a tactic—it’s a philosophy. Matt and Chris explore how businesses thrive when they prioritize people over processes. Whether it’s a software company, a coaching business, or a service provider, those that deeply understand and anticipate their clients’ needs build long-term relationships that withstand mistakes, competition, and change.
Trust Is a Long Game
Trust takes time—but once earned, it’s a business’s most valuable asset. Matt highlights how small businesses can gain customer loyalty by consistently doing the right thing, even when it’s inconvenient or costly in the short term. Chris offers examples from the engineering world where under-promising and over-delivering builds a bulletproof reputation.
Why Small Businesses Can Beat Big Ones
Small businesses have the advantage of speed, flexibility, and personality. Chris explains how clients today crave authenticity over automation. Matt notes that the ability to provide personal attention—and to fix problems quickly—can make smaller firms feel premium even without big budgets.
Empathy Is the New Power Move
In a post-COVID world, customer expectations have shifted. Businesses that lead with empathy stand out—not just for being kind, but for being effective. Matt and Chris encourage entrepreneurs to invest in relationship-building as part of their core service. The discussion closes with a reminder: when customer focus is embedded into every decision, growth follows naturally.
