This business suggestion feels weird to deploy and can be draining to execute! However, in some cases the job might not be accomplished without the use of this business buddy! Join us in examining a unique managerial method that elevates customer satisfaction and delivers two-sided profitability. The ball is on the two-yard line, it’s fourth down, and we need to score for the win! Let’s work it!
This business suggestion feels weird to deploy and can be draining to execute! However, in some cases the job might not be accomplished without the use of this business buddy! Join us in examining a unique managerial method that elevates customer satisfaction and delivers two-sided profitability. The ball is on the two-yard line, it’s fourth down, and we need to score for the win! Let’s work it!
Pushing and pulling stick around. We're gonna talk about this. Our book about improving customer experiences is now in audiobook format on Amazon Audible and iTunes.
Speaker 2:All right, Mr. Simple bi skyless guide to show.
Speaker 1:Hello everybody. Jeff Mason, your host of Simple Biz 360 podcast. Our home is simple biz three sixty.com, and our book of the same title is now on audible. In addition to paperback and Kindle, uh, we're on YouTube, IGT gab TV 28 listening platforms. Man, we'd love your subscription. We'd love a follow and a and a rating, a five star rating if we've deserved it. And, uh, and our hashtag for this three Biz Tips in five minutes series is now three BT I five M. So you're gonna see this across all social media landscapes. So we're talking about the two money making sides of push pull. What's push pull? It's where we as operators. So the first, you know, tip here today is really we as operators need to learn how to, to gently push customers while at the same time pulling, We've got decisions, dates, deadlines, we've got, uh, choices, selections, feedback, updates, opinions, all these different things we need as vendors to get the job done on a timely and profitable basis. And it's hard a lot of the times, and it's been eroding over the, the last couple decades. This, you know, customers just aren't giving us their timely, uh, answers. I remember in the apparel business, I, you know, I needed six months to make private label, uh, slacks for customers. And I had this one buyer we'd given everything to, and I badgered him for the order. You know, tried to do push pull, didn't work. Uh, 45 days later, I get this purchase order one day, and it's got the same delivery date. It had, uh, you know, 45 days earlier I said, You know, sir, this delivery, I can't make it. Oh, what? That's why God invented planes. Make it happen. You know, So I very polite, I had to answer it professionally, but in my mind, if he could hear me, I'm like, Dude, no. Wait, you're 45 days late. What am I gonna do? Go tell the, uh, the, the sowers to so quicker, the fabric guys to make the fabric faster. The zipper guys, the button guys, and then tell the boat driver to, to go, you know, 90 knots instead of 15. It doesn't work that way, pal. Of course, I never would say that, but, you know, that's what's going on in my mind. And, and that's how frustrating it can be. So the second tip is make sure we never put the customer in that position, because the essence of this is really, you know, we're either, we could either, you know, sit there as a customer and say, Hey, I'm gonna watch things happen. I'm gonna wonder what happened here. Or, I want my product delivered, so I'm gonna make things happen. Well, that's the essence to this whole push pull. And it's the same thing on the operator side, right? We, we have to make things happen. So when we put a customer into that position, that's a dangerous position because we should be the people, people that make things happen. They're giving us their money. They should be respected enough to get the job done. Now, the backdrop you see today is a little red guy pulling, uh, four little, um, white guys behind him. It's a, it's a caricature. Um, but the meme really represents the, what we call the red zone, tug it. The red guy's, a customer trying to get all these vendors across the goal line, right? He's on the two, he's in the red zone. The ball's almost over the goal line, but the, the customer just can't get the vendors over there. We never want to put a customer in that position. So I want that to represent, you know, really what we should never do. So here's the third tip today. How can this be a money maker? Well, it can be a money maker because on the customer side, we're showing them that their time equals the respect that they deserve. Respect, right? Time is money. Money equals respect. And, and the whole ball of wax is satisfaction. And then on the business end, what do we get? We get a healthy financial condition, low markdowns. We have high profitability, but we get to enjoy asking them for more referrals. Repeat business. We get those repeat transactions. So the, you know, the customer makes out and, and they're happy and they get the monetary reward because it's money well spent on their end. And we get the high profitability and the opportunity to do more business in the future. So think about it. Um, it's really all for today. We're gonna leave you with a great 1971 tune, Emerson Lake and Palmer Little synthesized action from the Trilogy album called Ho Down three and a Half Minute Instrumental. Enjoy it. We will see you in 168 hours.