Aug 23, 2026 · 27 min · 10 segments
In this episode of Find Grow Keep, Karen Kirton is joined by business growth strategist Nathan Baws for a conversation that starts with joint ventures and quickly expands into customer service…
Nathan BawsGuest
Karen CurtinHost
And we mentioned before just around how you're helping customers and I know that customer service is also something that you're passionate about.
So how much business growth do you think comes from keeping existing customers happy rather than constantly finding new ones?
Although the exciting bit for me is new lead generation, the reality is keeping those customers happy with great customer service is way more economical than finding new leads.
The lead generation process can be expensive, although I love to do organic and free wherever possible, but the reality is keeping a customer happy is so much easier than trying to bring in a new customer.
And I had an experience a couple of weeks ago where I was actually thrown off a flight for bringing the airline's attention to the fact that they weren't looking after their customers.
But some customers, Some businesses don't want to hear when they're not doing things to customer benefit.
I was walking into the flight, and in the middle of the aisle there was an elderly lady, and she asked one of the airline hosts for help to put her bag in the overhead locker.
Policies is one thing, but people is another completely different thing and how you execute on or deliver a policy makes or breaks a business.
So this lady said, can you give me a hand with putting my baggage in? And the lady immediately snapped and said, no, we don't get involved in customer luggage.
Being a massive advocate of customer service, I jumped up, I grabbed her bag, I put it in the overhead locker, And I turned to the airline hostess.
I probably shouldn't have said this, but I said, this is another example of what not to do in customer service.
So because I voiced it in front of other customers, they didn't want to hear it.
And we mentioned before just around how you're helping customers and I know that customer service is also something that you're passionate about.
So how much business growth do you think comes from keeping existing customers happy rather than constantly finding new ones?
Although the exciting bit for me is new lead generation, the reality is keeping those customers happy with great customer service is way more economical than finding new leads.
The lead generation process can be expensive, although I love to do organic and free wherever possible, but the reality is keeping a customer happy is so much easier than trying to bring in a new customer.
And I had an experience a couple of weeks ago where I was actually thrown off a flight for bringing the airline's attention to the fact that they weren't looking after their customers.
But some customers, Some businesses don't want to hear when they're not doing things to customer benefit.
I was walking into the flight, and in the middle of the aisle there was an elderly lady, and she asked one of the airline hosts for help to put her bag in the overhead locker.
Policies is one thing, but people is another completely different thing and how you execute on or deliver a policy makes or breaks a business.
So this lady said, can you give me a hand with putting my baggage in? And the lady immediately snapped and said, no, we don't get involved in customer luggage.
Being a massive advocate of customer service, I jumped up, I grabbed her bag, I put it in the overhead locker, And I turned to the airline hostess.
I probably shouldn't have said this, but I said, this is another example of what not to do in customer service.
So because I voiced it in front of other customers, they didn't want to hear it.
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