The Power of Intentionality in Customer Interactions

Patrick McFadden
2 min readMay 20, 2023


In today’s competitive business landscape, understanding and addressing the needs of your customers at every stage of their interaction with your company is crucial for success. By being intentional and thoughtful in your approach, you can create a positive customer experience that fosters loyalty and generates referrals.

Let’s explore this concept using the example of an HVAC business, and how you can apply it to your own industry.

1️. Awareness: Consider how potential customers become aware of your business.

It could be through online searches, directories like Yelp, recommendations from neighbors, Facebook groups, SEO advertising, referrals, or even spotting your trucks. Creating awareness for your services and company requires strategic planning.

2️. Education: Once customers are aware of your business, how will you educate them about your capabilities or expertise?

This can be done through website content, informative blogs, videos, or FAQs. Ensure you provide valuable information that helps them understand your brand and services.

3️. Sample: Customers often want to sample your services before committing.

This can include requesting a quote, asking for evaluations, or making the first phone call to see if you’re responsive.

Make sure to give these interactions the attention they deserve as they play a crucial role in building trust and confidence.

4️. Purchase: When customers say yes and decide to move forward, ensure a smooth transition.

Schedule the work, ensure they understand the quote, introduce them to their service technician, and provide them with important contact information for support.

This helps establish a strong foundation for a successful customer relationship.

5️. Refer: Cultivating repeat and referral business is vital.

Have intentional strategies in place to address customers who want to refer or use your services again.

Consider email reminders, offering incentives, or placing magnets or stickers on equipment for easy contact. Additionally, make it easy for customers to talk about your business.

By adopting an intentional mindset and planning for each stage of the customer journey, you can enhance customer satisfaction, build long-term relationships, and drive business growth. Whether it’s creating awareness, educating customers, providing samples, ensuring a smooth heart purchase, encouraging repeat business, or fostering referrals, every interaction matters. Start brainstorming and developing structured ways to address each stage in your business today, and watch your customer relationships thrive.



Patrick McFadden

Small Business Marketing Consultant // CEO of @indispmarketing // I install a marketing process to increase visibility, grow revenue & make your phone ring