Philip Hussey - Designing a Luxury Service Experience - Ep.175

Ep.175: Alex (@aebridgeman) is joined by Philip Hussey (@philipdhussey). My guest on this episode is Philip Hussey, CEO of Outerland, a landscape maintenance, new build, and snow removal business in Cape Cod, owned by Chenmark. Philip took the CEO role through Chenmark's GVP program in January 2022. A concept he spends a lot of time thinking about that we discuss in detail is their focus on their internal customer, i.e., the Outerland team. They believe by serving and delighting their internal customers, they will do the same towards their external customers. I love the concept and think CEOs of any business can benefit from hearing their philosophy. We also talk about being the high-end service provider and what that looks like, recruiting for high-end and customer service-oriented companies that Phillip admires. Listen weekly and follow the show on Apple Podcasts, Spotify, Google Podcasts, Stitcher, Breaker, and TuneIn.  Learn more about Alex and Think Like an Owner at https://tlaopodcast.com/ Links: Outerland Chenmark Philip on LinkedIn Timestamps (00:03:44) Outerland and executing a rebrand (00:08:11) Describing the ideal Outerland customer (00:09:58) How Outerland differentiates themselves (00:12:26) Building trust with customers (00:16:37) Recruiting talent (00:22:16) Internal customers (00:26:10) Off-season opportunities (00:28:58) Upsell strategies (00:32:05) Studying other companies that create “Wow” moments (00:43:28) Making sure Management gives a damn (00:46:20) What strongly held belief have you changed your mind on? (00:48:05) What’s the best business you’ve ever seen?