Great service ≠ great experience — Issue No1

You’re already great at what you do.

Your clients say so. Your work speaks for itself, but everything around it—websites, booking, payments, policies—keeps getting harder.

That tension is why I started New Game. My long‑term goal is bold: make minority‑ and women‑owned shops the new Gold Standard in an AI‑driven economy. It will take systems, community, and persistence—but the payoff is a Main‑Street revolution. If that mission fires you up, you’re in the right place.

The New Standard Isn’t Just Skill. It’s Trust.

Your clients have more options than ever to get what they want. They’re spoiled for choice — and also overwhelmed.

At the same time, loyalty to small businesses is dropping.

📉 PwC 2022:

• 26% of customers would quit after a bad experience with a business;

• 32% of customers would quit over inconsistency.

What builds trust now isn’t just skill — it’s how you run the business in today’s digital-first economy. And today, that extends far beyond the four walls or your physical shop. Some early warning signs might include:

• Clients reschedule four times

• Reminders go unread.

• You spend hours texting, emailing, answering DMs.

• Payments lag on Cash App.

You’re not imagining it. The game has changed.

And if your systems don’t change with it, your clients will go elsewhere — even if your service is top-tier. Trust isn’t a bonus. It’s the baseline.

The good news? Once trust is baked into how your business runs — not just what you say — clients stick, come back regularly, and refer.

Systems Are How You Take Control

If everything is in your head, you’re always on edge. But if you build systems — even simple ones — you get more than peace of mind. You get options.

A client who cancels last-minute? Your system charges a fee automatically.

A new potential customer messages you at 10PM? Your auto-reply sets expectations and sends a link to schedule an appointment.

You’re no longer winging it. You’re working with structure. All those little annoying things that you’d rather not spend time dealing with— they are handled automatically. And you can focus your valuable time on higher-value, revenue-generating tasks (like reading this newsletter 😄 just kidding, kinda). And once that structure is in place, something opens up. You start imagining bigger things.

• A monthly lawn plan with auto-charges and better income

• A coaching package with a “reserve once, show up weekly” calendar

The job doesn’t change. But the way you run the business does.
That’s how you unlock stability, professionalism, and profit — without burning out. I’ve watched this process from the ground up in the 2 startups I’ve worked for.

Your customers already love your service. Make it easier for them to get.

This Week’s Move: Clean Up Your First Impression

Take 10 minutes to Google your business.

Check your:

• Website (if you have one)

• Instagram or Facebook

• Google or Yelp page

Then ask yourself:

• Could someone find you easily?

• Would you buy from your own business?

• Is it clear what you offer, how to receive your service/product, and what to expect?

If not — that’s your starting point. Because if someone can’t figure you out in 30 seconds, they’ll move on to someone who’s easier to understand. I do it every day myself as a consumer.

That’s all for the first edition!

This is something new for me, so thank you so much for being here at the beginning.

— Elgin
Founder, New Game