Curating the Customer Experience: The Good, The Bad, and The Blacklist

Presenter: Deanna Rudnick

This class is designed to help business owners and teams intentionally shape the customer experience—from attracting ideal clients to setting healthy boundaries with difficult ones. Participants will learn how to identify and nurture the good clients who align with your values and bring positive energy to your business, recognize the bad clients who may require extra management or clear expectations, and confidently address the clients you don’t serve—those whose behavior crosses professional lines or negatively impacts your team, culture, or bottom line.

Through guided discussions, real-life scenarios, and actionable strategies, this class covers how to set standards for service, communicate boundaries clearly, and build a business environment that prioritizes mutual respect and sustainability. You'll walk away with the tools to enhance your client relationships, protect your team’s wellbeing, and maintain the integrity of your brand—ensuring that every part of the customer experience reflects the business you want to run.