It is one of the simplest things to do in business, but often overlooked. We’re talking about really listening to your customers and paying attention to what they can teach you. More Details, Please podcast explores what happens when you slow down and listen. If you’re looking for ways to grow your business, this episode reveals how the greatest insights often come from the people you serve every day.

Listen now to the episode: When the customer becomes your teacher.

Why Listening to Customers is So Important

In this episode, our podcast hosts Emmanuel and Angela Williams are joined by Rachel Nelson, founder of Concetti, a Detroit-based interior design company. Rachel understands and explains the importance of listening to customers at a deeper level. 

Their conversation is a reminder that the world is loud and noisy, but when you really listen to what your customers are saying, great things can happen. Listening helps strengthen relationships, personalize services, improve customer experiences, and encourage repeat business. 

These improvements can also help you reconnect with living with purpose instead of running on autopilot. Here are some of the reasons why listening to customers is so important:

• Helps you focus on solving the real problems.
• Builds trust and loyalty because customers feel seen and appreciated.
• Encourages smarter innovation, helping your business stay relevant as customer needs evolve.
• Helps generate repeat business, turning one-time customers into long-term connections.

If the Customer Raises a Problem, Solve It

In the podcast, Angela and Emmanuel share lessons they’ve learned over the 25 years of running their mobile cleaning company and franchise. According to Angela, the first rule of listening is that if the customer raises a problem, solve it. Feedback is insight. It suggests a way forward. When customers speak up, they’re pointing directly to where your business can improve, and giving you the chance to build trust instead of frustration.

The problem-solving mindset has shaped how DetailXPerts approaches every service it offers. Curious customers also guide them. ‘Customers often ask how steam cleaning works, how it uses so little water, and how it delivers such high-quality results,’ says Angela. Those questions don’t slow things down. They start conversations, giving the team the opportunity to listen, explain, and refine their approach. Good communication is a part of creating award-winning customer service.

‘The same principle applies to our commercial cleaning services,’ adds Emmanuel. By listening to clients, understanding how their spaces are used, and responding to specific operational needs, DetailXPerts delivers solutions that are efficient, effective, and tailored to each job.

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Listening Makes the Customer Feel Valued

Emmanuel also reminds you that customers like to feel loved. Everyone likes to feel seen and valued, and your customers are no different. That’s why listening matters. But asking questions matter just as much. When you ask customers for more details, you can learn what they actually want, not what you think they want. 

As Angela puts it, ‘We listened, and one of the biggest lessons our customers taught us is that they love convenience. People are busy. They don’t have time to wait in line at a car wash. So, we provide services at a place and time that’s convenient for them.’ 

Tune in to the episode to hear more examples of how letting your customers’ thoughts guide you can lead to building stronger relationships with them and better decision-making. You might also enjoy the episode where entrepreneurs share their secrets and tips.

Human-Centered Approach for More Satisfied Customers

Rachel Nelson learns a lot from her customers through her approach to human-centered design. She explains that while the term can sound like a buzzword, at its core it’s about listening closely to people and understanding what they truly need.

Rachel starts by asking who a workspace is really for. More often than not, it is for both the customers experiencing it and the staff who bring the vision to life each day. By paying close attention to how people use the space, where they enter, how they move around, and what makes them feel comfortable or supported, she’s able to spot problems and opportunities she might not have noticed otherwise. 

In this way, the people using the space become the teachers, guiding better decisions that lead to smoother experiences, happier teams, and more satisfied customers.

What Customers Teach You Beyond the Numbers

Angela also points out something many business owners miss: not everything that leads to success can be measured with charts, percentages, or spreadsheets. Some of the most important signs of success are values like honesty, integrity, perseverance, and the way people feel when they interact with your business. When these values are clear and consistent, they shape everything from team culture to customer experience.

Rachel adds that design is often mistaken for decoration, but suggests it is really about solving problems. She encourages business owners to clearly define their vision and values, and then use them to guide decisions throughout the business. When values are clear and consistent, everyone is on the same page. This leads to a better experience for both employees and customers. And a more successful business for the employers.

Employees Are Your Teachers Too

Customers aren’t the only ones who can help your business grow. Listening to your employees matters just as much. Angela points out that taking care of customers also means listening to the people who provide the services or products every working day. When employees feel heard, they will often share ideas that further improve efficiency, morale, and the customer experience.

Rachel gives an example from her work with a Detroit bakery. By taking time to see how employees moved through their day, her team found ways to improve the workplace scenario that weren’t obvious at first. They looked at routines, workflows, and small problems, suggesting changes that made the workday easier and more supportive for the staff.

The result was a ripple effect that went far beyond the kitchen. Listen to the episode to hear how listening to the employees led to real improvements for the whole business.

Continuous Improvement

Another key theme in this episode is continuous improvement. Rachel explains that improvement in her business is not necessarily about making big changes. Instead, it comes from staying curious. Regular check-ins, asking what works and what doesn’t, and being open to small changes. These actions help keep the business on track as teams, technology, and needs evolve.

Instead of seeing workplace systems and processes as set in stone, Rachel urges business owners to treat them as a ‘best first guess’ that can be improved over time. Often, the most valuable changes come from simple observations, listening, and new perspectives.

Listen to the episode and you will hear Rachel’s real-life examples of how small changes can have a big impact, and learn why continuous improvement is a team effort that helps both employees and customers. Seeing these positive results can help you find your joy in entrepreneurship again. 

Sum Up

Listening to customers and asking the right questions can lead to better ideas, stronger relationships, and smarter decisions. They want you to solve their problems. Feel like you are paying attention to them and making them feel special. 

When people feel heard, they are more likely to stay with you, come back time and time again, and also recommend your business to others. In this episode, you’ll hear real-life examples of how small changes in listening can help your business grow.

Watch the Full Podcast Episode

Listen to the Full Podcast Episode

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And don’t forget to subscribe to the podcast hear more practical entrepreneurial advice. The Williams and their inspirational guests regularly share insights designed to turn your passion into purpose.

To listen to the full interview, search for More Details, Please, on Spotify and YouTube now.