This installment of “3 Biz Tips in 5 Minutes” zeros in on the internal and external benefits of a shared language culture.
Aligning internal operations with customer deliverables sounds easy. However, many companies trip and stumble by defaulting to a silo culture that can create internal confusion and customer alienation. Join us as we explore how “ICE” can lead to a shared language culture that produces increased profitability and customer satisfaction improvements. Thank you for spending these five minutes with us.
Hey guys, we are gonna ice things down today. Stick around.
Speaker 2:
All right, Mr. Simple bi guy. Let's guide to show.
Speaker 1:
Hello everybody. Jeff Mason, your host of Simple Biz 360 podcast, Simple Biz three sixty.com, and the new hashtag for these three Biz Tips in five minutes series. So it's three BT I five M. You're gonna see it across all the, uh, social media landscapes, and it's gonna try to tie all of these shows together over the next year and a half. We'll, we'll probably have close to a hundred of them, so if you wanna subscribe, we're on YouTube, we're I Gtv Gab tv. We're on 28 listening platforms. We love, uh, a great review or a, uh, a subscription if you have the time. And we're gonna be talking about what language are we using in our businesses today? And we're gonna use ice, We're gonna ice things down. We're gonna start with internal. So as we look at the common language, the shared language, we have to look internally and we have to see are we, uh, you know, talking about the same things the same way? Are we defining them the same way? Are we creating these silos where, you know, the operations talks differently than manufacturing or marketing as a customer? The same thing to all three entities. Is client engagement mean the same thing to all three entities. So we have to really look at our own house internally first to get everything right to come to this shared language. The last thing we need to ask ourself is, Oh, you know, are we losing money because we don't have this shared language? Then we've gotta take the sea of this, which is calibrate, and we've gotta calibrate all these different, you know, things that we do, these names and phrases and acronyms. We've gotta calibrate it in a way where we can end up all finding the common thread internally. But most importantly, being able to, you know, spill that out to the customer base externally, so that when we are talking to the customer, the customer is not getting confused. The customer is saying, Hey, I understand what these guys are saying. So we've gotta calibrate everything to make sure that internally we understand it and that we're delivering it in an understandable way to customers. And then that ice, that e and ice is external. So we just really gotta look at these things and, and, and look at externally what we're doing. Give you an example. Um, you know, I realized as a customer service manager, I had nine customer service reps. We had a, a language problem. We were having too many returns, too many errors, too much margin, erosion. And I, I created this hundred, um, this a hundred, you know, problem test, if you will, multiple choice, uh, test. And I only had one of my nine CSRs score above 60. So we had people getting 32, 34 answers wrong. And I, I knew it. They, we were all confusing each other with our interpretations of the language. So we had to train through that and get everybody to understand what we all were talking about. Then like I said, we had to make sure that the customer was understanding it. So that's the biggest piece of this puzzle. Are we getting rid of the cryptic and nature of this communication, The wording, the acronyms, and are we spelling it out to the customers in a way that yeah, there's not gonna be any mistakes. They understand what we're trying to do. So it really ties back to episode 1 54, if you will, in a nice, clean way. So that's it. So the lost in the shuffle track today, Carlos Santana came from Mexico, Hate Ashbury 66. He's hanging around with everything that's happening in Hate Ashbury, and he ends up going to Woodstock. Woodstock propelled him his first album comes out a couple weeks later, boom. In the rest of his history, we're gonna, we're gonna park on a 1977 version of the Zombies. Um, she's not there. It is a phenomenal version. Carlos Santana seen him three times. Um, Music Man Music Center in Philly's, my favorite guys, enjoy. We will see you in 168 hours.