Episode #166: DELIVERABLES PACKAGED WITH A DASH OF TLC!

Tis the season for wrapping gifts with the right paper, bow and finesse. Join us for a fast and playful look at how we can rise above the competition by providing information in customer-pleasing packages.

Transcript

Speaker 1: 0:01

Hello everybody. Wouldn't it be cool if customers said, now that my friend was a nice present? Stick around and we're gonna chat about this. Our book about improving customer experiences is now in audiobook format on Amazon Audible and iTunes. So,

Speaker 2: 0:24

All right, Mr. Simple Biz Sky to show.

Speaker 1: 0:27

Hello everybody. Jeff Mason, your host of Simple Biz 360 podcast, and we can be found on the worldwide web at Simple Biz three sixty.com, YouTube gab, tv i gtv, and 28 audio platforms, uh, is where this show is presented every Thursday morning, uh, at about 7:00 AM central time. So we want to say Merry Christmas to everybody out there. We hope you're having a great, uh, beginning to your holiday season. And, uh, we just wanted to talk about presents because it's the holiday season, right? The Christmas season presents. What kind of presence can we give to customers? Well, what if we were to look at communication as a form of present? What if we were to wrap it up a little bit nicer, make it look and sound a little better every time we send it out? So if you're watching the show, you can see this canvas behind me that's got this, um, just, uh, montage of, of big letters, small letters, crooked letters, numbers, you know, small case, uppercase, all kinds of stuff going on. And, you know, I put that up there because sometimes we put customers in a position to go, oh my gosh, this piece of communication from this guy Mason, looks just like what's on this wall. Now, I can't make heads or tails out of this. It's all fractured. This sentence structure scant and the abbreviations and acronyms. I don't know what he's talking about. What is he talking about? So we don't want to put customers in that position. So why don't we wrap our communication up and make it look a little nicer? So I'm just gonna, I'm gonna throw out some, just three ideas today about communication. Maybe we can start this in our new year. Maybe it, maybe it'll help you. But the first is just an attitude of courteousness. How can we create courteous communication? That's the first form of pres. You know, I'm suggesting we might want to give a customer, what do I mean? What do I mean by that? Well, those are the types of emails that are, that are volunteered from us to them. And it's kind of like saying, Hey, here's where we're at right now with your project. Um, it's got that volunteer mindset. It's great for team building. If you've got team members and associates inside the company, you're on projects together, this is a great way to update them on your portion of the project where you are helps them. And it's just great for letting people know that you are looking out for their interests, right? It's got that servant, um, you know, attitude built into it, right? Well, the second is crystallizing communication. So, you know, whatever it may be, whether it's courtesy communication or not, let's crystallize it. So you know, what does is, what does that mean? Well, first of all, before you go rifle that off and bang the keyboards to get that message out. Slow down for a second. I've had way too many of these fast emails that I've done, and I'm famous for coming in off a run and I've got something going, my adrenaline's going. I'm like, yeah, I'm gonna send that email now, blah, blah, blah, blah. And I sit there and bang it out and I hit send. And man, I couldn't tell you how many times I regret that. So just slow down, remove the confusion, look at the wording, look at the, the, the way it's, uh, put together. Make sure that it's clear. Make sure that it's crystallized in the fact that the reader can understand it really easily. And then the third is be the reader. Just put yourself on their side of the desk for a second on their side of the computer, um, and let them, um, let you experience what they're going to experience and see if it, you know, passes the muster on your own end. So just test, read it, right, and ensure that it's easy to comprehend by the recipient and ensure the layout is just pleasing to the eye. So that's it. I mean, just wanna wrap up a nicer present, right? So, hey, um, you know what? Every customer's got their troubles. We don't want to be the one to add to the troubles. So our lost in the shuffle track today is a, from a band coming out of England in the British invasion, got that mercy beat to it. The fortunes, you've got your troubles, right? So it's a great tune. It comes out in 1964 or five, I think. So any rate, folks, enjoy it. And merry Christmas and we will see you in 168 hours.