In this week’s episode of the SME Growth Podcast, host Dave Parry sits down with David Ventura, founder of Front and Centre, to dig into a critical (yet often overlooked) part of the business growth journey: what happens after the sale.
We’ve all heard the golden rule—look after your customers before someone else does. But in the race to land new logos, many businesses unconsciously neglect the ones they've already won. David brings a unique blend of sales insight, customer experience strategy, and a background in show business to help unpack this issue in an honest, entertaining, and highly practical conversation.
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You can listen to the full episode here
The dopamine trap: Why chasing new business feels good—and how it risks long-term relationships
Hunter vs. Farmer: The realities of sales team structures and their impact on customer care
How AI is changing expertise: Why the value of knowledge is shifting and what really matters now
Customer service vs. customer experience: Why being reactive won’t cut it anymore
Creating feedback spaces: The power of structured conversations with clients and when to involve a third party
Curiosity in sales: Recruiting, training, and developing curiosity as a core business skill
Quotes to Remember
“The businesses that win in today's world are the ones that act and behave with intent.”
“Curiosity never killed the cat. But it did make some really great salespeople.”
“Habits are a wonderful set of handcuffs—until your competitors show up with something shinier.”
“If you're just looking after a customer, you're reacting. Experience requires intention.”
Top Takeaways:
Intentionality is everything – Businesses must move from reactive service to proactive experience creation.
Ask better questions – Shift from “How are we getting on?” to insightful, challenging questions that uncover the truth.
Create deliberate spaces for feedback – Regularly carve out time to understand client expectations beyond day-to-day touchpoints.
Curiosity drives growth – Hire and train for curiosity. It's the secret sauce in deepening customer understanding and building real trust.
AI isn’t replacing value, it’s revealing it – Expertise alone isn’t enough anymore; delivery, experience, and human connection are the differentiators.
Whether you’re in sales, account management, customer success, or leading a growing business, this episode is packed with ideas to spark reflection and action.
Prefer to go deeper? Check out our previous 3-part series:
➤ Just One Thing (Ep. 120–123) – Real advice from real business leaders on what they’d change first.
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📨 For enquiries or speaking requests: hello@wellmeadow.co.uk
Head over to our YouTube channel and subscribe to The SME Growth Podcast. Share your thoughts and business challenges in the comments section of our community page: https://www.youtube.com/@TheSMEGrowthPodcast/community