SimpleBiz360™ Podcast
The SimpleBiz360™ Podcast focuses on inspiring continuous improvement. Our content features "One Minute One Question" shorts, interviews, and monologues designed to ignite contemplation, and action.
Episodes
433 episodes
Would your customers describe your business as being polite? OMOQ #170
This concept may get a chuckle or two. However, this operating tenant is often times skimmed over in the board rooms and training rooms. The customer experience is set on the right axis if the vendor displays genuine politeness. This is especia...
Are you baking consistency into your business model? OMOQ #169
Customers find great comfort when their vendors operate in patterns that are consistent, and good for the customer. Inconsistency is one of the most common occurrences in business today. The companies that flourish are those that operate with a...
Are you consistently winning the middle in business? OMOQ #168
Successful businesses don’t live on the extremes where people either really like you, or really dislike you. Successful businesses, learn how to win the middle staying away from the exterior. Utilizing the tenants of professionalism is the best...
Why do customers detest business streakers? OMOQ #167
Business streakers are fast operators who vanish just before they get the project ball across the finish line. These enthusiastic beginners magically disappear at critical times. As a result, customer projects yawn past expected completion date...
Why do so many customers avoid answering critical business questions? OMOQ #166
We are going to flip the tables and talk about customers for one minute. As vendors attempt to provide quality services, questions may arise that need customer input, or direction. The customers can be both invoice-paying customers, or internal...
How can we monetize business irritations? OMOQ #165
This can be a fun, simple and productive exercise. Start by asking yourself for the top three things that irritate you when you purchase something? Then, hunt within your own company to see if these pain points exist within your operational str...
Imagine explaining your price once, but never apologizing for quality? OMOQ #164
Design well. Manufacture to exceed expectations. Take no shortcuts. Audit properly. Audit regularly. Be the customer. Constantly improve. Imagine if you were to run your company with these seven principals? The result could be a premium price t...
What if blame-shifting was replaced by ownership? OMOQ #163
Do you want to deliver a pleasant surprise to your customers? Do you want to look fresh and exciting to customers? If so, all you have to do is take ownership of you actions, and retire the societal trend of blame-shifting. Novel. Humble. Endea...
Are you assuming customer trust, or are you earning it? OMOQ #162
Many companies put the cart before the horse by expecting customers to trust them first, rather than earning trust through action. Has your company inverted the trust relationship? Repeat and referral business grows for companies that consisten...
Do you explain the benefits to your customers? OMOQ #161
We live in a feature driven product world. Buttons, modes, settings and codes accompany so many products we buy. But what benefits do all these features serve? If you are not in the habit of explaining what the features do for customers, now wo...
Do your customers know the reasons why? OMOQ #160
This is a classic example of putting yourself in the customer shoes. If you want to make customers happy, do your very best to eliminate mysteries. The best place to start is to voluntarily provide information that addresses the questions of wh...
How often is your correspondence brief, clear and succinct? OMOQ #159
The majority of our business correspondence is quickly embracing minimalistic content over comprehensiveness. In other words, we are leaning into communications that look like texts instead of letters. If this is you, are you confusing customer...
Are you a goal post mover? OMOQ #158
Changing customer expectations mid-transaction is usually a dangerous proposition. If you want to increase repeat and referral business, make sure that your deliverables meet the expectations that you advertise.
Do you make things happen, watch what happen, or wondered what happened? OMOQ #157
Most customers like vendors that employ sales and service personnel who make things happen. There is nothing more frustrating to customers than to watch their orders handled sluggishly. In addition, customers love vendors that can solve problem...
Are you in the habit of identifying problems along with solutions? OMOQ #156
Business issues that have no immediate solutions are rather common. What’s uncommon are vendors that meet problems with multiple solutions that are ready to plug and play. No one likes to hear about problems unless they can also hear about reme...
How much value does your company place on providing customers with voluntary updates? OMOQ #155
Often times we overlook the significance of providing customers with voluntary updates. Information is KING. Information is powerful. The value of putting customers at ease is hard to quantify, because it is almost priceless! Demonstrating good...
Is it finally time to stop telling customers what they want to hear? OMOQ #154
“Tell them what they want to hear to shut them up!” “Keep the deal rolling…tell them what they want to hear.” “Don’t lose the deal…tell them whatever you want…just don’t lose the deal.” “I don’t care what you tell them…they better not cancel th...
Is authenticity part of your customer facing business model? OMOQ #153
If you want to win over millennial and and Gen Z buyers, being authentic is essential for vendors. Be real. Be genuine. Be transparent Be honest. Be humble.
Are your customer facing personnel made up of doers, talkers, feelers, or thinkers? OMOQ #152
Customers want vendors who are primarily classified as doers. Customers want orders to flow seamlessly. They want action. They don’t want lip service, they don’t want clever schemes, they don’t want blame shifting… They just want vendors who do...
When was the last time you read a book about improving business skills? OMOQ #151
Imagine reading one business skill-building book with a goal of obtaining three take-aways? Imagine doing this once a month for 12 months? With 36 new skills sets in one year, imagine the goals you could achieve, the raise you could get, or the...
How often do you talk to your customers? OMOQ #150
Our fast-paced business world is moving further away from this principle. What would happen if we made a deliberate effort to talk with our customers? It's a simple question about a lost art! We encourage you to carve out some time to bond with...
Is role playing a significant part of your customer service training? OMOQ #149
Imagine a high school football team that never practices, and only shows up to the games. They would be a disaster. Now replace the football team with your customer service team. Why do we let customer service reps play the game, without practi...
Are you managing customer experiences for your products and services? OMOQ #148
Business is a two sided coin. One side is what you sell. The other side is how you sell it. Each side of that coin creates customer experiences. Is your company actively dissecting all of the experiences you create? Are you sometimes overlookin...
Do you identify and manage customer touch points? OMOQ #147
Transactions have routine components that are common with most every sale. Many of these components involve interaction with the customer. These are commonly called touch points. Do you know how many touch points are in your routine selling pro...
Does your company aim at exceeding customer expectations? OMOQ #146
Customers can sense when companies are setting the service bar at a bare minimum. The companies that aim higher elevate the customer experience, and will benefit from an abundance of repeat and referral business. Avoid being “run of the mill” a...