Episode #196: THE TRUE DEPTHS OF CUSTOMER INTUITION

After 35 years in business, I have seen, and heard, my fair share of vendors who default to situational fabrication while resolving customer issues. There are many problems with transaction fabrications, but the most glaring is unspoken. In many cases, the customer can sense the lies and embellishment, yet they will rarely tell us that their “BS Radar” has picked up our deviancy. They simply disappear, leaving the vendor with no chance of obtaining repeat, or referral business. So today, our show presents a simple, and effective alternative. Thanks for tuning in!

Transcript

Speaker 1: 0:05

All right , Mr . Simple Biz Show.

Speaker 2: 0:09

Hello everybody, and thank you for tuning into the Simple Biz 360 podcast. My name is Jeff Mason, I'm your host today. And , uh, we are in the middle of our caps and t-shirt series, about six to eight episodes. We're doing three business tips in five minutes, and we're now on Rumble tv in addition to YouTube Gab and IG tv . And on 28 listening platforms. Happy summer. Thanks for tuning. And we're gonna be looking today at the true depths of customer intuition, right? What do they really know and what are we pulling over their eyes, right? And , and , and should we pull stuff over their eyes? So let's take a look at it, right? Selling unrealistic expectations you think they pick up on it, or not telling customers what they want to hear just to shut 'em up and keep the deal going, overpromising and under delivering , right? Looking away at the corner, man. Hey , uh, so Jeff, when do you think delivery is? Well, you know, I think that , uh, uh, you know , um, looking down at the corner of the floor, up at the corner of the ceiling, well , uh, you know, I'm not gonna look at you, Mr. Customer , Mrs customer in the eye cuz I'm lying. Uh , uh, you know, the , um, um, tapping the desk, you know, they pick up on this guys. They understand, right? Managers and supervisors telling their employees, look, I don't care what you do, just tell 'em whatever you need to tell 'em. Get the deal. Keep the deal. Is that really what we should be doing as management and supervisory , um, capacities with our employees? Just, hey, whatever you tell 'em, whatever you want, dude. Right? Manipulating the numbers, right? Massaging 'em so it fits the narrative and it works the deal in, you know , remember that old phrase, liar's figure and figures lie. Come on guys, really? Do we really, you know, do you think customers are seeing through that? And then the blame shifting, right? Ah , yeah. You know, I , I'm really sorry about that, Mr. Customer. I'm gonna look away here. I can't look at any e eye . Uh , but you know, that was the supplier's fault. That was UPS fault. You know, I mean, they go, you know what? I've been dealing with this guy Mason for three years and it's never his fault. It's everybody else's fault. Take some ownership, learn a little Dale Carnegie and they see through this man. You don't think they do . Why do I bring this up all the time? Cuz over 35 years, I see this crop up every single day, if not almost on the hour. People are BSing everywhere and customers, you know, they, they do, they pick up on it or don't they? That's the ultimate question. So, you know, these scenarios, you know, they , they torch, they are the torch to the silent business killers. They fuel it. You know , let's take a look at that real quick. The first two legs of silent business killing events, TARP study, government study, mid eighties, right? 26 outta 27. People who have a bad experience with the company don't say anything to the company. Why? Because they don't expect anything to change. 91% of those people go and never come back. They leave and never come back. No repeat business, no referral. Is that really what you want to be sending the message to your customers because you're thinking they're not as smart as you are? You think you're smarter than they are? You don't think their intuition is that good? Well, three things I wanna leave you with. Customers, especially seasoned ones have heard it all before they've been there, they've done that. Nothing new under the sun for them. There is nothing new under the sun. They've heard it all. Secondly, the customers have necessarily become detectives and good ones at that. Why? Because they understand that , you know, the picture is probably not what the, this person's saying, the picture is probably isn't the picture. So what's wrong with this picture? Right? You know, homeowner par , I mean, parents, they've, you know, they , they're , they're feeding the young kid upstairs. The other two are downstairs. Hey guys, don't go in the pantry and get the crackers. Don't get the peanut butter. You come down the pantry door's open. There's all kinds of smudge marks on the, you know, refrigerator. You know, they've been in the peanut butter and you know, they've been in the crackers, right? And you're, and you're looking for what's wrong. Same thing. Customers, consumers, they look at for what's wrong and they've necessarily been trained to do so. And then liars and embellisher , uh, telegraph their BS way more than you ever think you are. I mean, I remember trying to pull the wool over my mother's eyes. Well , you know, I sneak out in the back and I puff a cigarette really quick and I then I start chewing gum and I come back in and, you know, mother says, oh, where were you? Oh, yeah , I'd run into the garage for a minute, you know, and you know, she tells me years later, you really think, I didn't know you were smoking cigarettes in the backyard . I mean, first of all, the gum didn't do anything. Second of all, you're, you're trailing in a , you know , like a smokestack coming through the house for Pete's sake. So we're not pulling the wool over anyone's eyes. So just choose truth. You see it on the graphics behind me, tr respect, trust, honor, choose truth. Pursue truth. Truth is like a basketball, you hold it underwater. Eventually it's going to find its way to the top. And when it loosens, it barrels to the top really quick. Same thing with truth. You can't tell enough lies. You can't string enough of'em together that basketball is going to pop up. So we're gonna look at a lost in the shuffle track today . Stepping Wolf 69, great band outta Canada . Canada. They did a little song, kind of like a , uh, a political song called Move Over . So we're gonna say lies, move over, embellishment, move over , make way for the truth. We'll see you in 168 hours .