Meeting customer wants and needs pour the concrete foundation that many of our businesses are built on. The best companies in the world bake in stated expectations, and then take aim at exceeding those expected deliverables. But what if we climbed one step higher? What if we surprised customers with a level of service rarely seen or experienced? What if we delivered a jaw-dropping, mountain top view that left customers wanting more? Join us for this quick ascension to the highest peak of customer satisfaction.
Meeting customer wants and needs pour the concrete foundation that many of our businesses are built on. The best companies in the world bake in stated expectations, and then take aim at exceeding those expected deliverables. But what if we climbed one step higher? What if we surprised customers with a level of service rarely seen or experienced? What if we delivered a jaw-dropping, mountain top view that left customers wanting more? Join us for this quick ascension to the highest peak of customer satisfaction.
Three business tips in five minutes, need one deserve, stick around.
Speaker 2:All right. Lisa simple BI sky guide to show.
Speaker 1:Hello everybody. Jeff Mason, your host of simple biz, 360 podcast. We are doing a three in five series installment today called need one and deserve what are we talking about? We're talking about the customer satisfaction ladder, right? What's the rung of the ladders we have to go up. So let's first focus on need. Right? Think of it this way. You're in a restaurant you're in the restaurant business, right? What do customers need to experience your restaurant? Or they need silverware. They need plates. They need food and they need restrooms and they might need some wait staff, right? They don't always have to have the wait staff, but you gotta give'em silverware plates, a restroom and some food, right? That's how they experience things. So those are the kind of ideas of just need just the price of admission. If you're gonna be a restaurant, those are the price, uh, tags of admission. You gotta have that stuff covered. So a lot of us, most of us, when we end, end up, uh, getting into business or we start our own companies, you know, we are looking at things through the lens of first and foremost, what does the customer need? Now customer then gets to tip. Number two is want. So let's talk about, want a little bit. Can we give, or do we have to give customers what they want each and every time they express this want my answer is no. The third party influencers I've listened to over my 35 year career say no. Why? Because many times customers are gonna ask for things. They're gonna want things that we can't give.'em. However, take a look at the can do, right? The attitude challenge. We can exercise some flexibility. We can exercise some willingness. We can, uh, you know, buckle down and get creative. Maybe there's a creative solution. We have not uncovered before. Let's have a can do attitude about it. And let's try to do this. Now you've gotta inject a realism factor, right? So you've gotta really be realistic about this. You gotta know what your, um, boundaries are, know what your capabilities are, know what your raw materials, resources are capable of or what they aren't the timelines that are involved. You know, you might not be able to get something from overseas in seven days. It might take 14 days. You might not be able to do what you want to do. So we've gotta really look at, you know, that, and then we've gotta address the why and what we can do. Why are we doing this? Is it, is it something that's just making the customer happy and from a kind of a self-serving vantage point on the customer end, or is it something that I'm looking at as a business owner through a self-serving lens? Am I not flexible and willing and creative enough? And, and should I be, so we've really gotta look at that. And then, you know, how can we strive to be, this can do, uh, take this attitude challenge, accept it and inject. This can do attitude if you will. So, um, you know, the want is a, is a more complex thing right than the need now deserve. This is the secret sauce of this whole customer satisfaction ladder. Why do I say that? Because deserve, it gives us that opportunity to exceed expectations, right? This is where we can say to somebody, Hey, not only I do, I realize you're in here and your needs are silverware plates, restrooms, and food, but I'm gonna give you sparkling clean silverware, sparkling, clean, uh, water, and that sparkling clean glass. I'm gonna give you, you know, plates. You could just, you know, you know, look at in the mirror like a mirror, and I'm gonna give you really spotless restrooms that you will never be, sorry, you went into, so I'm gonna exceed your expectations. I'm gonna give you what I think is a business owner. You deserve as my paying customer. Here's what we can embrace this opportunity to Excel, um, exceed those expectations. We can blow customers away here. And one of the tenets of this is getting to the customer before they get to you. If you think they have 10 questions, uh, and you think of the 10 questions, answer five of them up front this way. They only have to ask you five. You've already. Pre-answered five of'em. It's really a cool formula. Get to the customers before they get to you need, want, deserve, put him in the right pecking order, understand how to achieve them. The can do attitude is a big part. Now, Joe Walsh. Wow. We all know him from the Eagles, right. But do you know him from the fact that he's born in Wichita, Kansas moved to New Jersey, went to Montclair high school. I'm I'm a Jersey boy, all New Jersey Heights out there. I mean, did you guys know this? He went to Montclair high school, played the, I think believe was the OBO in high school at Montclair. Uh, then he went on to Kent state university. He was there for the terrible shootings. Only spent a month in school, dropped out, decided to go for it and create a, a band, which he did the James gang font, nominal band, if you'd never heard of him. And then he did a little, uh, work with brain. Uh barnstorm and then he did some solo and then he went to the Eagles and then he went back to solo. So we're gonna do his, a track from his first solo album called. So what, and this is called turn to stone. Very, very applicable for today's geopolitical environment. We will see you in 168 hours.