SimpleBiz360™ Podcast

Episode #160: HAVING THE MINDSET OF A SERVICE VOLUNTEER!

November 10, 2022 Jeffrey Mason Season 4 Episode 160
SimpleBiz360™ Podcast
Episode #160: HAVING THE MINDSET OF A SERVICE VOLUNTEER!
Show Notes Transcript

Do we agree that most companies take aim at trying to address the realistic wants of customers? In addition, don’t most businesses attempt to service consumers in ways that address baseline needs? Yet, how many of us strive to deliver a next-level service that springs forward from a mindset of getting to the customer before they get to you? What if “Volunteer Servicing” could change the long-term trajectory of your enterprise. Join us for a different angle on providing customer service.

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Speaker 1:

Hello everybody. How can we best describe next Level service? Stick with us and we're gonna tackle that question in a few seconds. Our book about improving customer experiences is now in audiobook format on Amazon Audible and iTunes.

Speaker 2:

All right, Mr. Simple Biz Sky to show.

Speaker 1:

Hello everybody. Jeff Mason, your host of Simple Biz 360 podcast, Simple biz three sixty.com is our home, and we are on YouTube, Gab, tv i gtv, and 28 audio platforms. Today, we're gonna be looking at Want, Need, and Deserve. If you see this, um, memory trigger canvas behind me, it's, it's got S two D. That means it's Serve to Deserve. So we're gonna be talking about this next level service. So, but first we gotta look at want. So let's just take a look at want. We can't always provide it. I mean, customers want things. We, we just can't always do that provision, but sometimes it is a connector to bigger market share if we can address it. Take a look at Frank Perdue. I love what he says in his book. He says, We are in the business of figuring out what customers want before they know they want it. Now, how cool is that? Right? And that got him a lot of extra market share. So sometimes it is a connector that we can, you know, tap into. Um, sometimes the request is unreasonable. Hey, I need that container of Polos shipped to me in four and a half months. Well, I'm sorry that process takes six months. I can't get boats to go faster. I can't get, you know, fabric to be, um, knitted quicker. I just can't, you know, we can't make those things happen. Um, and then sometimes, you know, the want it, it's actually predictable. I mean, we can look at history in the repetitive nature of transactions and go, You know what? We understand what customers want just from our history. We've been missing the boat on some of this. So maybe you can rekindle and retailer your want, right? Well, let's take a look at, Need usually has a strong connective connection to price of admission, right? I mean, you're a restaurant, you're a breakfast restaurant, you serve breakfast food. Uh, you pretty much have to serve breakfast food to make, make sure you know, somebody gets full when they're done eating right? So it, you know, it's kind of a need, right? Well, we can't always provide it. Maybe they want a certain kind of breakfast food that you don't offer. Um, and then sometimes we do have to say goodbye to a customer. We do have to lose a customer because we can't provide that need. Somebody else, another vendor is better equipped to do that. And sometimes we just have to wave the white flag and, and say, you know, here's who I think you should use. Now again, this is somewhat predictable. We can figure out what need is based on the repetitive nature of purchasing, Uh, look at our transaction history, and we can pretty much come down and go, You know what? This, I think, you know, geez, um, you know, tracking for packages. I think this is something customers really need. They wanted it, but they also need it. Now, where does the real real, um, you know, just great piece of information come into play here? It is the deserve portion. And that is where if you can tailor your products and services to where you get to the customer before they get to you, you answer their questions before they even ask you. And how do you do this? You do this because, uh, you know, you've been through enough battles, you've been through enough transactions, you've been through enough customer feedback, you've been through enough, uh, issue resolution, um, processes that you understand how to give customers what they deserve. Right? Now you got a problem. Do you tell customers what they want to hear? So many people do, you know, they want to just appeal to that process of telling the customer what they want to hear. But you know what? Even with bad news, we have to tell the customers what they deserve to hear, not what they want, right? Look at West Cantrell and is a episode 1 58 interview. He talked about Toshiba getting ranked number nine in the industry. And, and Lanier getting ranked number one in the industry. When Shiba made the copiers for Lanier, why wouldn't they be closer in rank? Because Lanier gave the customers what's called lanap. They gave the customers that extra. So sometimes this deserve level bakes in that element of we wanna give something extra to the customer. But if you really just look at it, it's, it's thinking, it's observing, and it is volunteering. You get to the customer before they get to you. You provide answers to their questions, You know they have, but you're gonna give it to'em before they even ask it. This is where we really get a great servant's heart at work. And you can elevate your business, get more repeat and referral business by serving to deserve. So today we're gonna take a look at a little Mersey beat. We're gonna dip back into a band called Unit four plus two. I actually bought Fabric, uh, from a guy in New York. I shopped fabric from a gentleman in New York City, uh, back in the nineties, who was part of Unit four plus two as they went around the pub in Tavern, um, circuit in the uk. He was not part of this song, but this song, uh, made I believe to the top of the charge that's called Concrete and Clay. Enjoy it and we will see you in 168 hours.