Putting the Customer First Isn’t Just a Buzzword — It’s a Mindset Shift

I’ve been thinking a lot about what it really means to put the customer first in the sales process. This idea stuck with me from the early days of running Haunted Castle Gaming—whether I was managing a Kickstarter campaign or shipping out the very first orders. Any time money exchanged hands, I asked myself: How do I make this feel like more than just a transaction?

The biggest shift came when I stopped calling them customers or clients. Instead, I started thinking of them as partners or investors.

These were the people who believed in what I was building early on. Sure, they got a product in return—but what they were really doing was banking on the future of the brand. They didn’t just buy something; they believed in something. So I treated them like investors: I kept them informed, I checked in, I shared updates, and I made sure they felt proud of their involvement.

That mindset didn’t just build loyalty—it helped me grow the company with intention.

Even as the brand gained a larger following and we reached new audiences, I refused to see people as just “customers.” That word felt too transactional: You give me money, I give you product. Done. I didn’t want that. I wanted a relationship—an open channel of feedback, accountability, and trust.

When you call someone a partner, it invites collaboration. They’re not just buying a product; they’re helping shape it.

This philosophy shaped how I approached sales and product development. I didn’t want a one-time sale. I wanted to earn a second, third, and fourth sale. I wanted our earliest supporters to stick around not because of some loyalty discount but because they saw how their voice helped shape the future of the business.

Even when I offered things at a loss early on or used “loss leaders” to bring in new users, I never saw it as a failure. I saw it as an investment in retention. Their continued support would generate far more value—through word-of-mouth, feedback, and long-term growth—than any single transaction ever could.

For me, putting the customer first isn’t just about closing the deal. It’s about keeping the door open after the deal is done. Because if you're really listening, those people will help you grow—not just your product, but yourself as an entrepreneur.

🔍 Lesson Summary:

Reframing customers as long-term partners or investors creates a more meaningful relationship, fosters deeper feedback, and builds a stronger foundation for sustainable growth. It’s not about just closing a deal—it’s about creating a community that helps you grow.