Tucked inside our 228th podcast is the Experience Economy poking holes in the myth, that no news is good news!
Silence from customers is not always golden. In fact, this quietness might just be a loud megaphone in disguise. These five minutes ask some who, what, where and why questions. Our hope is for this episode to be an inspiration for making new, customer-pleasing discoveries. Cheers!
Tucked inside our 228th podcast is the Experience Economy poking holes in the myth, that no news is good news!
Silence from customers is not always golden. In fact, this quietness might just be a loud megaphone in disguise. These five minutes ask some who, what, where and why questions. Our hope is for this episode to be an inspiration for making new, customer-pleasing discoveries. Cheers!
Alright , Mr . Simple Biz Sky . Lets guide to show .
Speaker 2:Hello everybody, and thank you so much for tuning into Simple Biz 360 Podcast. My name's Jeff Mason, I'm your host for this Three Business Tips in five minutes episode. This is about our 70th or 80th episode of The Three Biz Tips . In five minutes, we just try to put a lot of things to think about. Some ideas, some answers, but a lot of questions in five minutes. Just make it flow fast . You're getting ready for work, you're in the car, you know, you haven't even finished your cup of coffee, and this podcast says Done. And you're onto the next one. So today we're gonna be talking about , um, a , a a a phrase that I've heard all too often in business and it's, yeah , but Jeff, we're not hearing any complaints from the customers. Ding, ding, ding, ding, ding. Yes, exactly. That's exactly why we've put this podcast on 28 audio platforms and YouTube and Rumble tv and that's why I pay good money to come to half co studios every week and get great production film production on. This is, that's what I've addressed each and every week. We read a TARP study in the mid eighties that came out in the mid eighties and it said 26 outta 27 people have a bad experience with the company. Are not going to tell you about it. They're not gonna tell the company about it. Why? Because they don't expect anything to happen. That's the ding, ding, ding, dinging moment. That's, that's the crux of this podcast. The customers aren't telling us they don't want to yet. I hear that phrase constantly. Yeah, but you know, Hey, why don't we do this and do that and then the customers will feel this way, Jeff. Yeah , we're not gonna do that. 'cause no , we never hear any complaints from the customers I know because they are not going to tell us. Right? They're not gonna tell us that they're upset that they print out your price sheet on Excel and it prints out 77 pages when it's only seven pages. They're not gonna pick up the phone and tell you that they just wasted 70 pages of paper in their office, but they're. They don't like it. It's stuff like this, guys, we need to think ahead. Right? So, you know, if I had a dime for every time I heard that saying, man, I, I'd have a nice , uh, weekend getaway in Florida to condo. So what can we do? Three easy things. Search internally and externally for clues on what you're doing wrong. What you could do different, what you could enhance, what customers are really, you know, not happy with that they're just not telling you about. There's scores of them out there for each of our companies. Just, you know, look for clues. Listen, go back in old emails, look at old emails, go to the lake and think in a chair and Adirondack chair for four hours about it. You know, we've said that over and over and over and over again in this podcast. But, or if you don't like that and that's too much work, just go to the customers directly. Get up , you know, get out, see the customer and just say, look, I just wanna sit down with you for a half hour. I need to know what we're doing right? I need to know what we're doing wrong. I need to know what we should be doing differently. If you had a magic wand and could wave it, what would you, what would you have us do differently? You know, I , I I just need your input, Mr. Customer. You're a valued , uh, you know, asset to us and I don't wanna lose you, but I wanna do the right thing for you. And I'm afraid you're probably not telling us . 'cause the TARP study tells us 26 outta 27 people just zip zip them out . They don't say anything, right? So what you know, right? So let's go out and directly ask the customers, become your customer, put you and your team, put you and your management team, executive team, supervisory team in a position where they become the customer. And then experience what you're doing to your own customers. See for yourself how it feels, looks, the rhythm of it, the timing of it, the, the, you know, the, all the different wording you use , the different communication apparatuses you use , the different mechanisms you use to communicate with your customer through the transaction process. Just become one of them . So just , uh, listen, it can be a lot of fun when you do it . You can make a great team exercise outta this. So we just invite you to try, you know, those three things and we're gonna dip back today, man. Just, I'm, I'm in this kind of Americana mood and I love this band outta Michigan Grand Funk Railroad walk like a man mid seventies. Oh man. So good. We will see you in 168 hours.