Do we knit our consumer interactions together with intentionality, deliberateness and customer-centric conscientiousness, or do we choose a random approach? This quick show asks many questions designed to create better transaction outcomes. Have fun sending out all those good vibrations!
Do we knit our consumer interactions together with intentionality, deliberateness and customer-centric conscientiousness, or do we choose a random approach? This quick show asks many questions designed to create better transaction outcomes. Have fun sending out all those good vibrations!
We all make moments for customers to remember, right. The question is, what kind of moments are we making for them to remember? So stay with us. We're gonna have some fun, just unpacking this on this. Thanks.
Speaker 2:All right Mr. Simple Biz guy, lets start to show.
Speaker 1:Hey guys, Jeff Mason, your host of the SimpleBiz360 podcast. Thank you so much for tuning in today. So here's a question for you. Has anyone out there watched the HGTV show called vacation house rules? Uh, Scott McGillivray puts together a great show and he has five tenants that he lives by as part of his rules that he remodels homes with. The fifth rule is be your guest. So we're gonna kind of park on that today. It immediately resonated with me the first time I saw the show. I said to my wife, honey, this guy gets it. Yes. This is so imperative to sit in the customer's seat, to look through the customer lens, to try on the customer's shoes, to be that customer. And so I just, I, I really became fascinated with the show and it's a great show. So we're gonna kind of look at that now. I don't usually do a lot of research before a podcast because I've done the research before and I've, I've lived it out through situational observation, but this is one where I really looked up memorable moments, and I really looked into what the internet had to say about this. And I did not find a lot of comments about be your guest about or become the customer. And so it's a miss! I think in customer service, I think we really don't pay enough attention to it. So we're gonna park on that today and give you some questions to consider that allow you to hone in on this concept. So the first thing first, are the memories that you're creating for your customer are these favorable? I mean, that's a key bottom line question. Will these memories roll out the red carpet for repeat business? I mean, do they have that type of feel and do they leave that kind of feeling with the customer, will the interaction with our companies be worthy of a good referral? Will we leave them with such a good feeling about the experience that they pass it on to other people in a favorable way. Or, is the customer left with only bad memories? I mean, what a horrible thing that would be just to leave them with a boatload of bad memories. Did the transaction have tension that eventually led to, or created a lost customer? So are you really looking at your customer service apparatus and, detecting where, or if there's tension built in there? How about if the customer experience was just simply bland and unmemorable? Or, was it just a gray slate with nothing to it? I mean, that's kind of ugly too, right? Are we deliberate enough with our customer interaction moments? Are we really building our customer service teams and our apparatus and our network of servicing customers? Are we being intentional and deliberate with certain procedures and mechanisms and tools? It's a question, right. We have to answer. Are we conscientious about the perceptions we are building? I mean, you know, I've always said perception is reality. And I mean that in the way that the customer perception of what our companies do is going to be the reality that they live by. And they either cast favorable referrals or they cast unfavorable impressions to other people that steer people away from even coming through our doors or even opening up our website. So again, are we conscientious of, of that? Are we personally testing and experiencing our own programs? Have we really become completely exposed to this ourselves? Or, are we truly becoming the customer in order to evaluate our service? Digital equipment corporation was the first time I really ever read about this. I think it was in the eighties. They were out of, I believe Connecticut or new England, but once a year, the CEO would have the key executives go into the warehouse and open up packages and boxes and unload pallets and unload trucks to see what exactly everything looked and felt like to a customer. Now, I had a situation a couple years ago. I went down to a warehouse the day before Thanksgiving on that Wednesday. I opened up 42 packages that my company sent. We found six of those 42 packages were riddled with mistakes and, a number of the other packages had some flaws, but six of them were riddled with mistakes. So it was a very interesting exercise, because without that, I'm only listening to a customer that's bellyaching to me that I really can't say if it's true or not, but it is true! So think about the silent business killer. This has been an epicenter concept for us in our book. And if you've read the book or you've ever watched previous podcasts, you know, that the silent business killer is based on a government study from the mid eighties. That basically says this in a nutshell, 26, out of 27 people who have a bad experience with your company will never tell you about it. Why is that? They don't feel like anything's gonna happen. They don't feel like there's gonna be any change. So what do they do? 91% of those unhappy people leave and never come back. They're a lost customer. They just go away. A lot of times, we don't even know it, but they're gone. And so what happens then? Well, a lot of those people go on to tell nine or 10 friends about the negative experience, and 13% of those malcontents go on to tell 20 or more people. So there's all these silent arrows being flung into the atmosphere about our companies and services. If we've done customers wrong, we don't even know about it. We can't hear it, but we can feel it at the cash register. We can feel it at the end of the year with our accountant says, what happened? We can see it with the lost customers something's happening. What are we doing wrong while the silent business killer is attacking your business because of one or many things, you're either doing wrong or you're not doing at all. So it's a combination of those things. So that's where we really focus our efforts on. And that's the epicenter of what our efforts at SimpleBiz360 are all about. So stick with this show as we come out every Thursday morning at six o'clock. We're on YouTube, we're on 28 listening channels. We're coming to you from St. Louis, Missouri, Half Coast Studios here does a great job of putting together sharp color and sound, and I hope a it is a good visual experience and audio experience for you? So we're very glad to be partners with them. And guys, we just invite you to take the free ride with us. You know, grab a cup of coffee every week and just hang out with this for 10 minutes. We're gonna try to make these really short and sweet. So we love rock n' roll. We love leaving everybody with a lost in the shuffle track. No...we don't play the music, but we feature it. If you look in your upper right hand corner of your visual experience on YouTube, you'll see a card that comes up when I mention the song, so you can click on that card and it takes you to a video that's on YouTube. And, we just have some fun with it. So today, you know, it's summer, it's getting hot right? The Beach boys, right? Good vibrations. 1966. Yeah. These guys are rock n' roll hall of Famers. And this was released before the really critically acclaimed album pet sounds came out. And it's just a fun tune. Good vibrations. Let's leave some good vibrations with customers, right? That's what we want to do. So, as we always say here...if you want to improve the results of your business, we encourage you to improve the, how you are doing business. Improve those mechanics, change them, make them favorable, create good perceptions for your customers...be your customer to understand what you're actually delivering to them. So we just want to thank you for tuning in and we will see you in 168 hours, and we are glad and blessed you're here.