September 16, 2025
What’s the fastest way to fix your ads, your funnel, and your offers? What if it’s just talking to your customers? Alex Hormozi’s eighth tip is to talk to customers to solve your problems, and in this episode of Bringing Simplicity Unfiltered, Judy and Greta dig into why customer feedback beats guessing every time.
It sounds obvious, but you’d be surprised how many entrepreneurs avoid talking to their customers. Judy and Greta cover why that happens, how to overcome it, and the right way to gather and use feedback so you can sharpen your messaging, refine your offers and pricing, and increase average order value, retention, testimonials, and referrals. Greta admits she’s slightly obsessed with this topic.
As entrepreneurs, we all have to be marketers. If we can’t attract and sell clients, we don’t have successful businesses. Here’s the funny part: you don’t need better copy. You don’t need to pay a copywriter or know the perfect ChatGPT prompts. You need better conversations with your potential customers and your current customers.
One client believed “time freedom” would resonate with her audience. She used it across her organic and paid marketing and even built it into one of her programs. We pushed her to get on sales calls and coffee chats to dig into her potential clients’ pain points.
Nobody talked about time freedom. They felt scattered and didn’t know where to start. They were about 15 steps away from time freedom. It was a pipe dream. So we swapped the copy to talk about how to stop feeling scattered and put foundational pieces in place to experience time freedom in the future. Her ads started converting at a much higher rate.
Your customers and potential customers will give you the exact words you need to sell to them. You just have to be willing to listen.
Coaches often tell us they don’t have time for these conversations. You can’t afford not to. Think about how long it took to get that lead to book with you. Squeeze everything you can out of that conversation.
Have several of them. Your first one might not feel natural, and that’s okay, you’re practicing. In our Simplicity Ad System, we sometimes tell people, “Wait, don’t run ads yet. Go have conversations first.” Ask your audience in a text message or a story, and get on coffee chats to find out what’s missing and why people are choosing your competitor. And they don’t need to be 30-minute calls.
Clients often aren’t comfortable sharing what they want, especially on a group call. It feels awkward to say, “Tell me what you want” to a whole room.
One client launched a new six-month, $10,000 mastermind with a strong guarantee to 10X the investment. Members weren’t doing everything they needed to get results. People often don’t share criticism in front of a group because they respect you as their coach, which is actually a sign they’re the right fit.
So we had him add office hours and one-off coaching sessions. In a one-on-one setting, people are more willing to be transparent. Ask questions like a human, not a survey:
Many people don’t like talking about their wins because it feels like bragging, so you have to ask. Then plug the transcript into ChatGPT and ask what you should change or add.
After a couple of weeks of office hours with his roughly 10 members, he learned they wanted a community outside of Slack. Some ran brick-and-mortar businesses and didn’t know what Slack was. Once he created a different community, they started sharing many more wins, which he now uses to sell the program.
You don’t know how each client prefers to share, so give them options: office hours, a Google Form, a video, or a testimonial request after a quick win, which often surfaces suggestions too.
The best coaches aren’t afraid to hear positive or negative feedback and implement change. When building a new program, you’re partly guessing what your audience needs. Nine times out of 10, coaches try to shove too much into six weeks because they want to provide value. Your job is to pare back and see what actually works.
When someone wants to cancel, try to get on a call. At some point they said yes to you, and often it’s your responsibility to adjust the program so it serves them, or people like them, better. Sometimes they just didn’t understand how to use what you provided.
Someone in a $15K mastermind emailed and texted that they wanted out because the program wasn’t what they expected. Their contract didn’t allow it, but instead of fighting, Greta said she’d honor the request if he’d hop on a quick call.
She quickly realized he was overwhelmed by the sheer volume of information. So she pared it back: “What if you focused on just this one part for the next two weeks? If you still feel you’re not getting what you need, I’ll honor the cancellation.”
He didn’t cancel. At the end of the six months, he said it was one of the most life-changing programs he’s been in, and he’s one of the people who refers us most often. Even better, his feedback changed the process for everyone. If he felt overwhelmed, others probably did too. We streamlined onboarding, added an onboarding call, and created clearer activation points.
Listening turns refunds into retention, and it fixes gaps in your program faster than guessing.
Judy notes these conversations should be rare (for us it’s something like one in 50), and if you’re dodging every one, it may be a sign you’re not confident in your product. The person asking for a refund is often avoiding something too. Ask, “What’s the worst that could happen if you tried this for a couple more weeks and focused on just one thing?”
And if the program truly isn’t right for them, it probably shouldn’t have been sold. Go back to your qualification process and make sure you’re setting aligned expectations on the sales call.
Customers tell you the exact words, problems, and gaps you need to address. One client’s ads converted at a much higher rate after switching from “time freedom” to the “stop feeling scattered” language her prospects actually used.
Use one-on-one settings like office hours, and ask curious, human questions about their progress, wins, and what’s different about your program. Offer multiple formats, like forms and video.
Get on a call to understand why. Often they’re overwhelmed or unclear on how to use the program. Narrowing their focus can turn a refund into retention, and their feedback can improve the program for everyone.
No. Short conversations can uncover the language and pain points you need for your marketing.
If you want messaging, offers, and funnels built on what your customers actually say, see our services or reach out to us.
Want more? Watch every episode of Bringing Simplicity Unfiltered on our YouTube channel.
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