Joshua Latimer felt his job as a banker for JP Morgan Chase to start a cleaning business in Michigan which he eventually grew and sold to a California based cleaning conglomerate in 2015. Now he’s living in Costa Rica with his 4 kids and wife where he helps small business owners from all over the world understand the power of business systems and automation and the freedom that they can bring. Joshua is the founder of www.automategrowsell.com, an online training platform for small local service businesses as well as www.sendjim.com, a follow up automation tool for busy professionals.
Yanique asked if was the same business that he sold to a California cleaning conglomerate in 2015. Joshua stated that yes, it was and that it’s a great business, it’s a repeat service, there’s a high margin and it’s a niche service, it’s a good business but it’s tricky to scale. One of the reasons it is so hard is because you’re inside peoples’ homes to have the right systems and protocols, when you have dozens of employees and you’re doing tens and thousands of dollars in revenue a week or a day sometimes, it’s very tricky to keep that thing tight enough to where it’s operating at a high level going in and out of peoples’ homes, it’s an intimate thing and that where the tricky part is to scale a cleaning business.
Joshua stated that he was so self-centered in a business perspective and in how smart he thought he was perspective, it’s almost embarrassing and he looked around with his colleagues and other Americans, they don’t do it on purpose but they slowly become like that over time, they live in a bubble a little bit and so going down to Costa Rica and engage with people who makes US $2.00 an hour and interact with people who are terrified to start a tiny business and to understand the cultural differences and to see what he can offer there and learn from them as well it has been an amazing thing and because his new business is web based, he has the ability to do that which is amazing and as long has he has Internet, he can work from wherever.
Joshua stated that his philosophy is that you run towards problem. One of his company core values that have already been established before they built the system is to have a way to know that Facebook and the customer service support email account and their customer support telephone number were checked really quickly and on going. Step 1 of your system might include using some software or assigning a low level administrative task person to constantly check these messages on a 15 minutes reoccurring basis as part of her workflow maybe she does other work and she is always refreshing that Facebook feed for example because you want to be present and you want to be very responsive in Customer Service. Step 2 would be, if something happens where someone is not happy that would trigger all of this other stuff, so you would give them a predefined script, not robotic, very human, very fun. Taking responsibility by creating a script for them to send back to the Facebook person and it would be in the 15-minute window because the system would be checking it all the time and would probably have the employees take responsibility, tell the customer, “I have the authority to make this right for you, we’re going to be on this, here’s my personal cell phone number, here’s my email address, we’re going to be reaching out to you, we are all over this. Thank you so much for telling us this happened, this is a huge help to us.” Step 3 would be for us to go find this person in real life so whether we review the orders from the time the message was sent, we try to find them and their phone number, whatever it is we will run and sprint towards that problem as a team. Step 4 might be to document the whole situation in our CRM or our support ticket software, whatever we are using so that we have a record of the complaint that was made and anybody that was involved in it. Step 5 might be, during your weekly team meetings, you review the previous week incidents and see if they were resolved satisfactorily or if we can tighten up or if the script needs to be changed or if we are doing our very best. That would be a simple word document that describes everything but the hard part of the system is getting your team to do it that way every single time. The way that you accomplish that is by being relentless in your pursuit of sticking to the system in your own life as a leader so when you constantly going back there an reiterating and reaffirming, it will work but people give up too quick sometimes with it.
Joshua stated that the meat of your leadership ability comes in the way you actually behave and execute in your own role. Everybody is watching you, your family and your kids so you have to be high level because everyone below you will do exactly what you do except a little bit less. If the bar is not high enough in step 1 by the time you are 12 layers deep and have all these staff members, the customers dealing with all the 12 layer employees at the bottom, you’re going to get a very low level experience because the bar wasn’t raise high enough by the leadership in the beginning.
Joshua stated that he tends to specialize with service companies but the customer life cycle and the way to engage enough to the sale and the way to get maximum profitability specifically to home service businesses like lawn care, landscaping, carpet cleaning, he has some other people in the boot camp but that’s kind of the core of who it is tailored to speak to if you decide to take it.
He stated that in his office at the door, there is a white board in his office that says, “Today I’m thankful for” and there is a line and he has a dry erase marker and he writes something new on it everyday. It’s a silly, tiny thing but we have to remind ourselves how blessed, fortunate and lucky we are. It’s very easy to feel sorry for yourself even if you’re doing successful things, even if you’re in America, poor people in America are rich if you compare it to the world but it’s easy to sit around and say, “poor me, I only have this but everybody else have that” or “my job, I hate but it’s impossible because everybody is keeping me down” which is not true, you’re in a perspective the way you view the world, it’s true to you. If you have the correct thinking, you’re going to get more and more motivated over time.
Yanique stated that she read in a book when she was in college that said, “It’s not humanly possible for you to do 2 things at the same time at 100%.” She could see the concept that Gary was trying to get across in terms of really being intentional in completing an activity to the best of your ability and by doing so just focusing on that activity for that period of time.
Joshua stated that the first page of the book says, “If you chase two rabbits, you will not catch either one.” Joshua shared this a Russian Proverb. The truth is that building a successful company is boring and it’s not always sexy and you’re not always on fire with motivation, it’s about setting and accomplishing goals period. One thing, then two things, then three things, then four things, then you get a set back and then you’ve got to be relentless and resilient and not quit and keep going and then you set and accomplish another goal, that’s the way that you do it if you want to really crush it but most of us are too concern with checking Facebook 300 times a day or checking our email 95 times a day. He stated that he heard a statistic that the average person checks their email 95 to 130 times a day. Our ability to focus is really bad, especially with technology now. He stated that it is something he is working on to get tighter into because it’s not about working hard, it’s about being productive and if you want to move quickly to success, you have to be highly productive and that means doing all the boring stuff no one wants to talk about, doing the right things when no one is looking, shutting down the distractions and getting crap done until it’s done one thing at a time.
Calvin Wayman is a bestselling Author, Keynote Speaker and Social Media Entrepreneur. The most inspiring thing about Calvin is what he has done in such a short time. He shows that where there is a will, there is a way. Seeing where he is now, it’s crazy that in just spring 2015 he was still working an employee job, feeling stuck at a job that he was not passionate about; he ultimately decided to give himself a chance. He suddenly quit his day job to pursue his dream of working for himself and went selling door to door; he’s a man on a mission. He owns Cobbes Media, a Social Media Management Agency designed for small businesses and entrepreneurs to stand out beyond 97% of everyone else on Social Media. He has been featured in Entrepreneur Magazine, Social Media Examiner, The Huffington Post and was even named one of the Top 30 entrepreneurs under the age of 30 by www.influensive.com. He recently ran in a 50 mile ultra marathon just to challenge himself and he just barely released his 1st book which debuted on the Amazon top 100 of all books in the success category. His book is called Fish Out of Water: The Guide to Achieving Breakthrough and Permanently Transforming Into the New You.
Calvin shared a great example of Morton's Steakhouse, there’s this guy jumping on an airline and he’s going to go on this long airline flight so he sends out a tweet and he tags Morton's in it and he says, “Man, this is going to be a long flight, I would love a Morton's Steak at the end of this.” He was just joking; he sends out the tweet completely joking almost like if it’s starting to snow, we’ll make a tweet that says, “Dear winter, please go away." He gets to the end of his airline flight, he comes off the plane and guess what he sees right there in the airport, a guy in a tuxedo, bow tie and all with a Morton's Steakhouse meal for the gentleman completely for free. Morton's saw that tweet and if you think of all the logistics that had to come in play for that to happen, for somebody at Morton's to see that tweet, to then get it approved in however long and say “Let’s do this stunt”, and to even find the guy’s airline and see when he was going to land and plan everything to get the food cooked right, to be right there in the airport when he landed, it’s crazy, so many resources were put into that but the question is “Do you think that made a connection with this guy? Do you think it gave him a good customer experience?” Absolutely! And that’s the point, it blew his mind so much that he was so excited about, so impressed, realizing what Morton's did, he ended up writing a blog - posting and sharing his story and it ended up being shared thousands and thousands of time and Morton's business blew up because of that and that’s just one little thing, taking care of one customer, doing one little thing and most people might look at that in the beginning or even the idea of it and say “Well, we can’t do that because that’s going to cost us time, money and resources” but it’s something that you can’t scale and do over and over but it’s when you do those human touches that your whole business will grow and Morton's has that story within their culture and so it just has this whole culture of taking care of people and people over processes, people over policies, people over procedure and that’s how any business continues to flourish is when they keep that in mind that it's the people that matter and give them the experience, they are the reason YOU are in business.
Yanique stated that there is a section in the book called, SWIM which is an acronym and it says swim like a shark. Shark and development and moving forward in your life, are they connected and can you share with us a little bit about why you would need to swim like a shark and what are the characteristics of a shark that we would need to be inculcating into our lives.
Calvin shared that shark in his book is a really positive thing; he uses the opposite like a "guppy" which your smaller average version of yourself and a shark is something completely different, something you transform into. He did that because when you breakthrough that fish out of water phase, you don’t just become a bigger fish, you become a completely different fish, something that’s confident, you literally transform. One of the main principles he talks about near the end of the book is swimming like a shark and SWIM is an acronym of four things that he noticed with successful people and when you start behaving like a shark then it pulls you in that direction to become a shark yourself and SWIM stands for Success, Words, Improve and Measure.
Success is defining success the right way and he has noticed has he talks to millionaires and billionaire, they think of success completely differently than a guppy does. For example, a guppy thinks that success is arriving at a destination or getting the result but what he noticed is that successful people are masters of the mundane, they are used to doing the same thing over and over and that is success. Said in a different way, they view success as something completely in their control, so they are focused inward on saying, “What can I do?” they take personal responsibility for it and it’s by doing those things and taking personal responsibility that makes the result happen as a buy product but they are not waiting for the result to come before they say, “I am successful” like you might as a guppy, “I’m not going to be successful until that day, until I achieve this.” You can wake up, be successful today, you can have your goal in the distance and say, “If that’s my goal, what action can I take today to get me closer.” That’s the main thing with the S in SWIM in that chapter, is recognizing what sharks think about success and realizing that it’s in your control and staying focus within your control.
Words is showing that people that are successful and they live by success principles are the people we admire whether they are a famous movie star, whether they are Oprah Winfrey, Ellen Degeneres, a millionaire, a billionaire or somebody with a big company, they speak differently than most people, they have a different language, the words they use and the topics they talk about is what Words is all about. A piece from the Words section and it’s something he learned from one of his mentors Michael Bernoff, he is known like the other Tony Robbins, he’s great with transforming people into a new version of themselves. One day he was getting coaching from him and he asked him a question and he said, “Sure” and he completely stopped the conversation and said, “What did you say?” and he said, “What?” and he asked again, “What did you say?” and he said sure. And he said, “Calvin, do you know what sure means?” He said sure means screw you and it shocked him, he said, “What you need to realize Calvin, is that sure and maybe and I don’t know and perhaps, those are all fluffy, uncertain words and if you want to be successful, what you’ll notice is successful people use words that are definite like yes, no, absolutely and they are certain in the things they say, they are absolute.” It was an amazing coaching lesson for him and he said, “Calvin, what you say matters, the words you use matter.” He looks at the word “sure” as a curse word for him because he went through the same process and he saw how he changed his language when he was on his way to becoming a millionaire. That was a major lesson for him, so that’s what Words is all about.
I stand for Improve, this is important if you’re looking to grow your business to always have a better customer experience. You will notice with Apple or any good company that has been around for awhile is that they don’t ever arrive, they’re always improving, and they’re always looking for the latest ways to develop the customer experience. A great example of somebody that finally got their act together was Nintendo. For years they were stuck to the console and in the day that was the thing to give the best customer experience but then these things came around called the cell phones and people were on mobile and it took them forever but finally this year they came out with PokemonGo. PokemonGo was a way of improving from where they were and it created such an amazing customer experience and it exploded and it had the biggest growth of any app in history when they made that switch. That’s what I is all about. It is always continuing to improving where you are because successful businesses, successful people never arrive.
The final thing that helps with everything is M. M stands for Measure and measuring the right things. He went to a mentor and was complaining because something wasn’t happening the way he thought it should or he wasn’t growing as much as he thought he should and he said, “Well, how are you measuring it?” and he replied, “I’m not measuring it.” And his mentor said, “That’s the problem, you don’t know if you’re winning, if you don’t keep score and you get more of what you measure.” Measure is super important it’s what he notices with so many successful people, it’s what sharks do, and they measure the key indicators of what they want to move. So keep score but measure the right things, measure the things you want to get more of. Examples of what you should measure and what you shouldn’t measure, according to his mentor, what most people do if they want to get in better shape or increase their finances and so they measure how heavy they are, if you think you’re going to get more of what you measure, you’re in resistance, you don’t want to measure how heavy you are because don’t want more pounds. People want to get out of debt and yet they are measuring their debt, so they are in resistance. So what do you measure? You measure what he explains as a lead measure, something that if you do more of it, it will change the result. So if you want to lose weight, instead of how much you weigh, you could do a couple of things, you could measure how much weight you lost, so you get more of it or even better, measure the thing 100% in your control like how many days you worked out or how many sets you did or how much you maxed out, how many perfect days you had with eating well. Do the things that if you do them that they are 100% in your control then it can predictively change the result. If you want to get out of debt, measure your income, measure ways to make money and that’s what going to get you closer to getting the actual result that you want. M is for measure, you don’t know if you’re winning if you don’t keep score and to take it one step further, measure the things that getting more of is going to help you win. This is what the sharks do, this what makes them successful and the cool thing is anyone can adopt it. That is how you SWIM LIKE A SHARK. calvinwayman.com/book
Jane Anderson is a Personal Branding and Presentation Skills expert. She is a communication expert with over 12 years in personal branding and LinkedIn in profile development. Jane works with experts in their field to grow their businesses and increase their leads, her clients include Virgin Australia, Cisco, Leggo, IKEA, Rio Tinto and Origin Energy. Jane has been featured in Business Insider, Sydney Morning Herald, The Age, Courier Mail and Marie Claire and is the host of the number 1 ranked iTunes Podcast, The Jane Anderson Brand You Show. Jane is a nominee for Telstar Business Awards for 2016 and a mentor on Thought Leaders Business School, helping clever people be commercially smart. Jane has been endorsed by LinkedIn as one of the top influences in Australia and New Zealand; she is also the author of 3 books including Connect: How to Leverage Your LinkedIn Profile for Business Growth and Lead Generation in Less Than 7 Minutes per Day.
Jane stated that the challenge is that the customer is driving the direction of the experience, not the businesses and it depends on the kind of business you are in but she thinks that 1 of the challenge is being able to know when to listen to customers and when not to, she always thinks of that Henry Ford quote, “If I had asked my customers what they wanted, they would have said a faster horse.” Sometimes it’s that balance, it’s not necessarily playing with the popularity contest. They’ll say, I need you to look at what’s trending and stop marketing around what customers or what people are talking about and what’s trending but the problem with that is that you’re just diluting your business because you’re focusing on what people are talking about what they want but sometimes it’s about being comfortable that what you’re talking about is actually about what people need and you have to be comfortable that you might not be popular, you might not be everybody’s favorite but if you’re following what everybody is interested in, you become commoditize, so you have to be very careful that you can still stand out even if customers are wanting it and everyone’s following what customers want. Sometime you have to actually go in the opposite direction.
Jane stated that a client who is a sole entrepreneur, her name is Rachael Burke who lives in Australia and is a Sales Expert and she came to her and said, “I’m not really good at lead generation but I’m really good at selling, so I just need more customers.” So what she did with her was to show her the formula and how to get it to work and she increased her sales by over 66% in 3 months, so that’s in the hundred of thousands of dollars. She does LinkedIn for lead generation for large organizations as well as small ones and sole entrepreneurs. Jane stated that in Australia, they have a business which is a big superannuation and superannuation in Australia is like money you put away for your retirement and they built all the LinkedIn profiles for the staff and for the financial planners for the business and what she got them to do was, they have a change of legistration in Australia so it was a great time to educate the market on some of the changes because nobody was educating the market, she was out looking. She said to them that they need to run webinar, they need to got out and educate some of these clients and they got 500 new leads from that webinar. That was purely through leveraging the profiles and that was about 50 staff that got their profiles built. The opportunities that are in there but the thing is with LinkedIn is that, she find most people will come to her and say, “I’ve got a LinkedIn account but I have never achieve any results from it.” and then she’ll ask them what their profile say, there are often be no content in it at all or she’ll ask them how often they have reached out to people? What have you said to them? What have you invited them to? What’s your content plan? And they don’t have any of that, so LinkedIn doesn’t make clients magically appear, you have to go out and find them but you’ve got to have really good collateral and they make a decision about you in 3 seconds. You have to make sure that all your collateral and profile is so nice and polished and sharp and that it matches how amazing you are in person because we only have 3 seconds for them to go “wow, this person knows what they are doing, this person is amazing, I have to talk to you.” To have a profile that really works, like making sure it turns up in search results as well as having that impact when they see you. For just a simple 3 seconds, that’s how long they look at it before they move on and have a look at somebody else, so they have to make sure that they make their job really easy.
Jane stated that people need to shift their attention now onto the other person, so you’re looking for what’s the common ground or what the purpose because the other person is asking themselves “why are you offering to connect with me?” so you’ve got to be able to answer the “why”, so if you’re reaching out and for example, she was reaching out medical financial planner, if he just looked at her profile and say, “why is she offering to connect with me, I don’t understand.” She explained to him that she does a lot of work with doctors, she helps them with lead generation but she helps them who are going into specialist training programs and she said to him, “I would love to catch up with you, I think there’s an opportunity for me to perhaps add some value to your clients, if not, that’s totally fine but here are some links, you are welcome to check out what I do and I would love to catch up with you for coffee one day and see what I can do to help you as well.” And so he met with her, so it all started from there and you’ve got to focus, look at their profile, what is it that they do and you have to address, “I notice this on your profile or I notice that you do this type of work, I notice that you’re in the same industry, I do this type of work or I help people like you in this space, so I thought I’d connect.” Jane stated that what happens is that just because you are ready to sell, doesn’t mean that the customer is ready to buy. So when you reach out to people, people have got to get to know you so they are going, “hold on, I haven’t even met you” and it’s a little like dating. She recalled she went on a date with a guy once and he turned up with a bag pack and she said to him, “have you just coming from the gym?” and he said, “No, you never know, things might go alright” and she thought he was joking and he opened his bag and there was a tooth brush, he had a change of clothes, his undies. She stated that LinkedIn is a little like that, is that sometimes we turn up with a bag pack, we’re ready to move in together, start this relationship and go in whole but the customer is saying, “hold on, can we just have coffee first, who are you?” So we sort of scare people and that’s when you hear people say they just get harass by sales people. You have to connect, be liked, friendly but then you’ve got to let people get to know you through your content, Mark Port who wrote the book, Book Yourself Solid said, “you have got to earn the right to sell.” And the problem is that most people don’t earn the right and then they scare people away. You can then ask for the value, you can ask for what you want based on the value you delivered. So in other words, if you have given enough, you have done enough content, if you kept visible enough, if you build enough trust, now you’re ready to go and ask for what you want. One of the things she does with clients is that she will look at how much value they have given to their audience because what they do is done nothing, they have given no value and they will say to her, “I want to be able to grow my business on LinkedIn but it’s not working.” But are not giving their audience any value, so you can’t go and ask for what you want because you haven’t earn it yet. You can do that in less then 7 minutes a day.
Daniel “ Dan” de Witte is a Business Coach, Digital Strategist and Entrepreneur dedicated to sharing his knowledge with small businesses who want to leverage the online market. As a business coach, Dan specializes in tailor business strategies, business development and automation. Working closely with businesses to identify their needs, Dan thinks outside the conventional box to develop easy to implement effective solutions. As the founder of the Outer Space Network, Dan has used his knowledge and experience in rapid growth and brand development to create an original mentoring and support platform. Although bright eyed and bushy tailed, Dan isn’t a stranger when it comes to starting and growing successful businesses, starting his professional career as an internationally published photographer. Daniel knows designs and presentation, his creative flare and instinct for presentation gives him a competitive edge in brand development.
Yanique stated that something as simple as remembering the customer’s name is very important. It’s powerful because regardless of where we are from in the world or what language you speak or what culture we are from, we all have something that is unique to us and that’s what people call us by and so you give someone your name, it’s important to use it and use it properly because it differentiates the experience and it sets that whole experience a part. Looking at what Daniel remembers from his trip, the food could have been good but he didn’t mention that the food was great, he mentioned that the fact that waiter was serving 30 or 40 other tables and he remembered you and your guest names and that’s what stood out in his mind. It is always the little things that separate the really good companies from the ones that doing the bare minimum.
Yanique shared how learning for her online has been such a remarkable and great experience that she has learned so much from You Tube videos, reading articles, connecting with people in Facebook Groups and so she agreed with Dan that doing is definitely one of the best ways to learn quick.
Dr. Anissa Holmes is voted one of the top 25 women in Dentistry by Dental Products Report. She has effectively mastered the skill of the use of social media with a Facebook following of nearly 50,000 fans. As a Practicing Dentist, Social Media Strategist, Author, Podcaster and Speaker, Dr. Holmes shows dentists exactly how to create a profitable, thriving dental practice which has motivated, inspired team members and patients who are now raving fans. She does this by providing actionable steps to help dentists develop their business culture, their systems and their brand. Dr. Holmes is the host of the iTunes podcast, The Delivering Wow Dental Podcast and is also the author of the book Delivering WOW: How Dentists Can Build a Fascinating Brand & Achieve More While Working Less.
Anissa agreed that there were team members that weren’t agreeable in her vision. She stated that it’s very interesting because she really believes now that she is in a different realm and working with business owners and dentists and a lot of them have fear. Fear that the team is not going to buy into this whole creating an amazing experience culture and so what happens is that they do nothing. What she always says is that if you are a business owner, it’s your business, it’s your vision and her team is very aware for example if they have 100 things that have to happen to be able to create amazing experiences or to have consistency in the quality of work that they do or to make sure they are seeing people on time. These 100 things have to be done and if she could do them all by herself, she would have no reason to hire someone and she can keep that money in her pocket but she made a decision that all of these things need to be done, so there are different people that need to do it and the job has to be done and this is the vision of this company and it’s okay if you don’t feel like this is the right company for you but at the end of the day this is the company, these are the values, this is what we are working for. Anissa stated that when they first decided that they are going to be known for delivering an amazing experience, some people that was working at the practice said “okay, we are willing to try” they are still there and they are happy and they are making more money than they have ever made. This year January they had the entire team write down what it is that they are going to achieve, she put down her dream to go to Europe and have gone to Europe, 4 of her team members actually got cars this year which is a huge deal for people working in small businesses in Jamaica to be able afford a car. They have had amazing things happening and it’s because she aligned with her team members, she told them from the very beginning, if you they help her grow this business, you are going to develop personally, you are going to impact your family, achieve all your personal dreams and those that bought in with her, they are definitely living their dreams and some people it wasn’t for them and that was okay and she was okay to let them go.
Even along the road she has had different people and had to increase her team, just a few months ago they were testing someone for their new Dental Assistant, they needed to add a new Dental Assistant and someone came in, she was an assistant at another practice and she says “You mean I have to give a tour?” And that’s something when they look at their reviews, people constantly mention that – customers say “I can’t believe that I am getting a tour before my procedure”, and so this person was clearly not going to fit into the vision and the culture of the practice and so she just didn’t work out.
Dr. Anissa Holmes stated that hiring for the right profile, they do that and they look at DISC testing behavioral style, for example, if their Hygienist is very outgoing in terms of her behavioral style, they want someone who has the profile of being a very sensitive, very compassionate type to be her Dental Assistant and so they kind of have that balance, the person who does their training of Dental Assistants has a different style and that’s part of it. The other part is that once you start to be knowing for having a certain type of business, those sort of people are going to be attracted to your business and so they are now finding that a lot of their new hires are actually coming to them saying that they know about their business already, they have been following us on Facebook or people are talking about them in the community and they want to work in their practice and so it’s that sort of the mindset of the people and again, once they come in having that training and so most people are not trained on understating that they way you connect with people is not by necessarily talking, it’s about listening and a huge part of their training with all of their team members is understanding the importance of listening, of asking questions, so you can get to the heart of the matter.
For example, in dentistry, a lot of people may say, “I don’t want a crown” some dental offices or dentists around the world will say in their mind, ”They don’t want it because they can’t afford it” or “They don’t want it because they are afraid” but you are not asking them why they don’t want it and you just move on and you miss out on that opportunity to help them. Dr. Anissa Holmes stated that what they do in her practice they will say “Why don’t you want that crown?” and they may say, “The reason why I don’t want it is because my daughter is getting married next month and so I just don’t have any money right now”, and you can say, “Will you be ready in a few months?” and then they say “Sure” and you say “Okay, great, just write it down and when you come back for your next cleaning then we’ll go ahead and have it sorted out then” or they’ll say “I don’t want it because I don’t think I need it” and then you can say “Okay, let’s talk about why or what happens if you don’t do it. In my experience of practicing for so long this is what happens and so if you don’t fix the tooth, what’s going to happen is that you’re going to be out one day and you’re going to bit down and it’s going to break, it’s going to split, you’re going to have to take it out, it’s going to be more procedures, more cost and based on the condition, you are in a 80% chance that that’s going to happen to you, are you okay with that?” The person is going to think and say, “You’re right, I need to do it.” It’s all about training your team, letting them understand how that happens and when they see it happening over and over again, in terms of people making decisions to have a purchase or do treatment because of asking questions, they buy into it.
Joseph Pine is an internationally acclaimed author, speaker and management advisor. Joseph has spoken at the World Economic Forum in Davos, Switzerland, at Ted in California and today is a Lecturer in Columbia University’s Technology Management Programme. He is not an academic, however, having worked for IBM for 13 years, Joseph specializes in helping people see the world of business differently through his many ground breaking books beginning with the award winning, Mass Customization: The New Frontier In Business Competition, including Authenticity: What Consumers Really Want and most recently, Infinite Possibility: Creating Customer Value on the Digital Frontier. He is most popularly well known for his bestselling book, The Experience Economy: Work Is Theater & Every Business a Stage which was recently name one of the 100 best business books of all time by 800-CEO-Read.
Yanique stated that one interesting fact about a Libran is that they are very free spirited and asked Joe if that’s a true characteristic of his personality and Joe disagreed and shared he believes he’s free spirited in being creative and innovative.
Joseph stated being free spirited is not a true characteristic of his personality, he is however sort of buttoned up and introvert and a free spirit is very much of extroverts, so he would not say that describes him. If you think of characteristics of a free spirit is being creative and being able to think of new things and do things differently and that part he would ascribe to. He feels like his purpose in life is to figure out what’s going on in the world of business and then to develop frame works that first describe what’s going on and then prescribe what companies can do about it. Joseph shared that his birthday is October 22.
Yanique commented that she recently read a study done by New Voice Era that said “up to $62 Billion a year is being lost by companies collectively on a global scale because of poor service.” She stated that assuming that the service is based on the experience they have had, so it’s no longer the price or sometimes the quality of the product, they will work with you if you are willing to make certain amends but how they manage that whole experience with the customer really depends on whether or not they stay with you.
Joseph agreed and stated that it is important to recognize that each of the offerings he’s talking about is distinct economic offerings. You grow an economy based off commodities, the things you pull out of the ground or raise in the ground, animal, mineral, vegetable and then we shifted in the industrial revolution hundreds of years ago into an industrial economy where goods, physical things became the predominant economic offering and in the latter part of the 21st century, we shifted into a service economy and that’s where quality became job one, that’s where services became important and the research that Yanique points to is about services which are the intangible activities that you perform on behalf of an individual and that’s why mass customizing a good turns it into a service because you’re doing it for an individual not inventorying it, doing it on demand. Now what we are shifting into is an experience based off experiences. Experiences are in fact a distinct economic offering as distinct from services and services from goods, they use goods as a prop and services as the stage to engage each and every person and by creating a memory which is the hallmark of the experience. It’s important to differentiate that, you don’t want to talk about the service experience and they are distinct things. You can have a service; you can surround that with an experience and the term you are using “Customer Experience” it’s important to understand what that should mean. Most people use the term they mean “let’s make it things nice and easy and convenient” and all of those are good characteristics but they are service characteristics, you’ve got to go beyond nice and easy and convenient if you want to create a true distinctive experience.
Joseph stated that it’s a very common misconception of acting is that it is fake, that it is pretend, that’s not what real acting is about. You can have people that pretend when they are acting. The book they talk about the real fake makers and basically defines that people can perceive your offering as real – real or fake – fake but also as real – fake or fake – real and acting can be any one of those four as well, so a lot of people that are fake acting which really is pretending.
His favorite example is Pike Place Fish Market in Seattle, Fish Market You Tube Video he was just there leading an Experience Expedition with clients 2 months ago. Pike Place Fish Market is a fish market, it is moralizing the fish video, and the most best selling business video of all time and what they do is getting fish out of the sea and putting it on ice in an open market so they are commodity traders but how they sell that fish is with wonderful theatre, they have these different routines to engage guests, often 20 to 40 people around the fish market waiting for someone to buy because that’s when they have their signature moment, when you order a fish, they shout of the order like “7 flying to Minnesota” and all the others shout back “7 flying to Minnesota” and then they throw that salmon across the counter, 15 to 20 feet where somebody catches it and wraps it up for you and people love seeing that happen. These people understand that they are on stage, they understand that they are acting but they are very real, they go home smelling like fish, so the fish video goes through 4 different principles, they are all acting techniques. They talk about play, the notion that you are on stage, you are there to have fun and give a great experience for the audience. They talk about “be there” which is a standard acting technique that you need to be there in the moment, you need to forget about everything else and focus on the task at hand and that’s what actors have to do. The other is chose your attitude, acting is fundamentally about making choices, about choosing what parts of yourself to reveal to those in front of you, we all know we act differently in front of our boss than we do our subordinates, we know we act differently in front of our friends than we do strangers, in front of our parents then we do our children, it’s not that we are being fake or phony, it’s just choosing what part of ourselves to reveal and that’s what real-real acting is.
Yanique stated that she is a big fan of the movie “the Fast and the Furious” and Vin Diesel has a very jovial personality and she has been watching him offline in some of his snaps he puts up on Snapchat as well as Instagram and even on Facebook and he seems like a very relaxed, easy going and jovial person but he doesn’t play those characters in “the Fast and the Furious” he’s serious and person in the family who doesn’t smile too much. She said that is very interesting that if you get a role that epitomize your true character, it makes it that much easier and more believable for people to connect with you.
Kay Valenzuela is an international award winner, founder of CXchange Institute, business entrepreneur and a recognize strategist of Customer Experience Design. Kay has been revolutionizing the Spanish speaking market with her own programme that focuses on customer experience, mastering the strategic competitive advantage of customer experience and she has implemented this certification in a number of Spanish speaking countries and is looking for great opportunities to launch into the English speaking market as well.
Yanique commented that this may be a whole lot for a small business owner to take all in – she asked how do you move the small business owner from the mindset of training being an expense and rather an investment.
Kay shared in getting business owners to understand that training is not an expense but more of an investment and is directly linked to their bottom line. Kay stated that from her point of view, what happens before is that they are absolutely right, they have been training people but on the wrong issues so they don’t see the outcome of that investment and that’s why everybody thinks it’s an expense but when you figure out that it’s a perspective issue everyone knows and does what they need to do in regardless of what they know, not only what they are trained on. So every time you hire somebody, that person comes with an experience and they will put that into place at your organization, at the end of the day, it doesn’t matter if you’re a large or a small organization, you will face the same challenges if you don’t get that communication aligned. So what training does is align the vision and align the strategy you want to put in place. If you want to have a bakery and you have to hire chefs, if you don’t tell the chefs the recipe you want to deliver, then it’s impossible for them to figure out on their own, so training would be the first step but it definitely has to be in place within the strategy to deliver great service, it will not happen out of the loop. It’s impossible to have different kind of people with different experiences, ages and different generations to think alike and to deliver a consistent message if they are not trained on it.
Kay Valenzuela stated that more important is what is different about you? Why are you unique? Why do you deserve their time and most likely their money along the way?
Kay also stated that value also comes from perspective, that’s why it’s so important to be able to draw your customer persona and make sure you have a profound understanding because if you don’t know who you’re selling to, it is very difficult that you are going to create that value right off the bat within 6 to 8 seconds, so you have to know who is your target audience, what is it that makes them feel comfortable with you. There are only 2 ways to stay in business today, it’s either you look like your customers or you only do business with the people that look like you, so you really have to define the personality of your business and you really have to define who is your target audience, not everybody that buys from you is a real customer.
Yanique stated that in a country, the leaders of a country are the one that inspires the citizens and that’s why the countries who their GDP’s is better and their ease of doing business are better because the leaders in the country understand, they put themselves in the customers’ shoes which are the citizens and they really understand the importance of transcending that message in a way that is tangible and you feel that it’s easy to do business.
Kay stated that when you think of other leaders that are not organizational driven and you say what is it that makes them different? How come you have such a few individuals along history to have had the power to transform the ages and the way society runs and it’s because they have something to say and they feel it’s important to them and it rubs on and she feels passionate when she thinks about this. You think about what is it that they do different? Why do you have organizations that are so successful? Why do you have departments within a failing organization that is successful? So it always comes back down to the message the leader is taking across, how much does he believe in his own dream? What does it mean to be apart of that organization? What does it mean to achieve a certain goal because it makes us better, because it inspires us? And then people follow along and it’s not business dreaming, it’s leadership dreaming, it’s the way they communicate.
Whatsapp is an instant messaging app that you can connect with others through your telephone number and you can send them instant messages, you can send them files, you can send them voice notes, you can send them pictures and it’s really a great resource as a business owner.
Kay stated that when it comes down to leadership, embracing the possibility of being vulnerable and being transparent, it takes so much weight from the leaders’ back because sometimes they feel because they are in a leadership position, they need to have all the answers, they need to have all the strategies and they need to know everything that has to be put in place and that is actually not true. When you think of the characteristics of combining your leadership position also with the capability that your team has to flow in with you and increase your ideas, make them richer, make them profound, you will always get so much more than when you put all that weight on your back thinking that you have to have every answer, when you think about your teams, they’ll be more than happy to share into those ideas they have with you because if you really think about it, they are the ones that knows more about your business than you can because they are the ones facing the troubles and challenges every day, sometimes we are too way back or upstairs and we forget to have those interactions with the customers. Sharing those ideas and collaborative style of leadership will always give you a wider perspective of what are the right steps to take and how do you manage better, how do you lead better and how you interact with your customers better.
Robert Ilijason is an IT Consultant specializing in databases and business intelligence, mainly working with automating processes and data flows. He has worked with customers such as Ericsson, TeliaSonera and mainly IKEA. He is also a writer. Since a few months ago, he is also a retailer and he’s opened an unmanned grocery store in the small village of Viken and now expanding in Sweden. How Robert came across our path was, in doing some research for our podcast interviews, we bucked upon this article and these videos that spoke about this gentleman in Sweden who created an automated store where there were no actual employees and all you needed was your smart phone app to basically navigate your entire experience.
It is a way for him to count the transaction cost because he can add credit cards or different kinds of e-payments they have in Sweden but that cost him a few Swedish quarters which is about 20 or 30 cents per transaction and by bulking up all the purchases the customer does throughout the month, he can count the transaction cost quite a lot. The app was launched in mid January of 2016.
Robert stated that most people in Viken are happy that it exists. The biggest problems he has had is not with technology but with his lack of knowledge within retailing, he doesn’t understand that he needs parking spaces and he didn’t have the carts to put goods in, there were a lot of minor things that he missed and the goods on the shelves were the wrong kind but now that it’s turning around by fixing all the problems has they come along and now it’s looking well and he’s trying to expand into more villages in Sweden.
Robert stated that while working with IKEA, he can talk about business intelligence which is not customer service but basically collecting everything that’s happening in the stores. From the stores, from the suppliers, from the trains, boats, trucks to basically optimize the flow of goods to lower the prices to make it more available and cheaper for people, to maintain a good quality while lowering the price for customers. The data is used to provide a better experience. Most companies are using that data, if you are ever asked by a company if you are happy with an experience, you sometimes press a button or you’re answering a survey online, that’s always collected and he recommends that people do it because even if people don’t look at you’re specific answer, they look at it in an aggregate and they will identify problem points and they will be able to fix them if you help them out. If you’re not happy and don’t tell anyone, the problem won’t be fixed and that he sees in his own store because some people are very active in getting back to him and letting him know that “hey, you should really have this product or you should not sell this product and this a problem for whatever reason”, they can help him out to optimize what he has on his shelves. He has the statistics from the sales but they can also tell him “I didn’t buy cheese today because the cheese I want wasn’t there”, he would optimize it in the app so it’s very simple, you can press the button and you can either type or speak to send him information of what problems they’ve had. Robert stated that the app has everything; he tries to push everything in there so it’s easy for them and for him.
If customers have a problem in the store like purchasing something and it spoils after a day and they want to return it, do they communicate that in the app? Robert stated there is a small box in the store where you put stuff that are bad for whatever reason or you just want to return it and it informs him of that in the app. What is the response time for getting back to the customer? Robert stated that there is a call centre so it depends on when, if you do it in the middle of the night, it will take a few hours but during working hours, it’s almost immediate response but they have very few customers so it’s easy to have a high service.
Emilie Shoop is a Speaker and Coach, founder of Shoop Training and Consulting and the creator of the premier team building event Rally the Team as well as the popular program The Shoop Shift: Six Gears to Rev Up Your Culture, Team and Leadership. She is the go to Leadership Expert when you want to learn how to maximize the efforts of your team the right way, so you go from just being another manager or business owner to being an influential leader.
People are complex and Emilie helps you learn to make each employee shine; she is a pro at getting to the heart of an organization’s people challenges and helping you to turn problems into success. Shoop Training and Consultant was created because one of Emilie’s pet peeves is unhappy people in the workplace. People are either unhappy with the work they are doing, their bosses or their employers. It is her belief that everyone has an innate desire to do well and somehow people lose track of that along the way, it is this belief that drives her to reach out and impact others with her people focused leadership.
Yanique stated that most of the companies that she has done business with and IT is one of those departments where they are very hard to communicate with; they don’t like to talk very much and a lot of things that they think are normal or that everyone should get, they get annoyed when you don’t get it because they thinks it’s normal and you should do this to get the computer work, it’s just a basic behavior and you are looking at them because they do it every day and you don’t.
Emilie agreed that IT persons are not really people persons and that it’s easier to target the IT world because it’s highly technical but she has been in organizations where there’s a lot of nurses and they are highly technical and they struggle with the same thing and same with financial institutions where people are really good with numbers but not good with the people aspect of it and so there is a lot of work to be done to help people to come out and realize what they think is “common sense” and “how could you not know that this is what you need to do” to get that across to the person in a much gentler way.
Emilie stated for recommendation on promoting someone like Suzie without putting her into a leadership role, you want to make sure that you know Suzie well and have the conversation with her so that you can say “what is it that will help you feel more fulfilled with the growth opportunity that you are looking for, here’s what we see as opportunities or needs of the organization. Are any of these a good fit for you?” And so, looking for a way that she could take on more responsibility in ways that makes the most sense for her. Sometimes they have that person will become the one that trains others and that’s a different responsibility but they don’t have to lead them, they are just good at explaining how to do what they do or she as seen them take on different escalations so you are not the first line, you’re the second or third line or you only handle the special cases and that’s a way to have a different type of promotion in that scenario but really getting down to individual and figuring out what’s best for them.
Yanique shared that the approach of the organization is to include the employee in the decision making process of how it is that they are rewarded and that way it’s a win-win situation for both people because the company wins because the employee is doing something that they actual enjoy and they appreciate that reward versus just giving someone something they’re not too pleased with and they may fail as a result because their strength is not in that area.
Emilie agreed that stated that we fall into that trap of thinking that we want that recognition and we get caught up thinking the only way to do that is to become a manager and lead a team and that’s not the only way to get there.
Yanique shared that she purchased a book called “People Shock: The Path to Profits When Customers Rule” by Tema Frank. The theme of the book was in moving forward in the world today, even though things are becoming totally automated, the one thing that customers are constantly yearning for is some level of human interaction. A lot of what she talks about is at the end of the we really have to get back down to the foundation of dealing with people and that simple human interaction. A lot of companies think that when they have an IVR system that says “press 1 for this and 2 for that or 3 for that” and after you have press 1,2 or 3 you have another set of buttons you need to press before you actual get to a human being.
Emilie stated that a few places where she called have the option for you to have them call you back, you can hang up and they will automatically call you back when it is your turn.
Emilie shared that the advice she would give an individual that is not a people person and is concerned about the bottom line as she has worked with persons like that and it’s a little bit of struggle because there is some convincing on her part for them but usually she has to break it down into the bottom line where if you connect more, you will have a lower turn over rate with your employees and that turn over rate is this much and it cost you this amount and that’s why it’s important. Getting a new client is much more expensive than taking care of an existing client and you can show that return on the investment and there are some people that you just cannot convince that that is important and they are not the right people to be with, then there are employees that are okay with that, it’s just picking and choosing the right combination than an employee to make it fit.
Emilie shared as consumers our expectations and standards are raising and how we all want to be treated overall.
Asa Leveaux is fiercely committed to guiding entrepreneurs to achieve result-based transformations; he activates the genius in their minds and in their money, he also trains them to know that they are the answer to someone’s prayers so they can possess an existence that is saturated in apossibilities.
If you are looking for a proven expert who can guide you to address what is blocking you from your true success, to locate where your genius can best be nurtured and how to reside out of the box, you have met the right person. Mr. Leveaux has over a decade of organizational experience working with amazing clients, customers, employees and decision makers while guiding them to achieve remarkable success. His mission and commitments are to take you from your level of bull and give you the tools and resources that will support you on your journey to blissful success.
Asa stated that I am Woman Enough book lead him to write his third book called “I am Man Enough: 365 Affirmation for Men” and the reason he wrote that because men sometimes, more often than not, get the bad end of the stick as far as blaming the world, so men are responsible for so much bad to the point that they are not seeing anyone taking a role their empowerment, just because you are the majority in certain spaces does not mean you do not need empowerment, just because you have a preconceived notion of power. That is the reason he wrote that book.
There was a time when he was involved with someone in a relationship with someone and they were coming up to their one year anniversary and he wanted to give her something from the heart, not because he was being cheap but because that’s something she valued and it’s important to understand what your partner values, just because the last person liked flowers doesn’t meant the new person likes flowers. He was writing out all the reasons why he loved her and he was placing them in a box to look like a treasure chest and people were passing his office and seeing the project and said I should write a book about that and I said “What do you want me to do? Make all these reasons for her and give it to every woman?” They said exactly and that’s what he did. He created a workbook for couples called “365 Erotic Reasons Why I Love You” He is meeting a need, when your customer is saying they have a potential need; meet the need, that’s called research and development.
The first book he created was based on his desire to hire more people that look like him, he was 23 years old with three different businesses and Oklahoma wanted to hire more black people and all of the black people that were showing up to him were usually very young, even younger than him and they didn’t have the necessary skills not just to get in his door but to get in any door. When he talked about this to other entrepreneurs in his community, they were experiencing the same thing. So he wrote a book to help them, the book is entitled “Why I Won’t Hire Black People: Racial Profiling for a Reason”. He stated that when you are writing books, it’s important to research your genre of book, he understood and was very specific, he was going for African Americans in the workplace and he started to look at books that were already doing that so he was reading books like “Black Faces in White Places” or “What It’s Like To Be Me” or “To Be Black In Corporate America.” “What could I do to ensure that people would react, create an emotion in people that would allow them to take action?” In his experience, the real true emotions that will …. are sexual and anger. When you are angry about a book or the content or even the person who wrote it, people tend to take more actions by obtaining more evidence of why they hate the person or why they hate the book, which is why he created it. Another thing he wanted to show them subconsciously is that a lot of times he is hit with “I shouldn’t be judged by what I look like if I am trying to be hired as a black person” and he would say “you are right, however, you are judging my book by its cover by not wanting you to be judged by yours”. It is a lesson within itself. The books are available on Amazon and his website – www.asaleveaux.com
Yanique mentioned that she did an interview with Jay Baer Author of “Hug Your Haters” and he said from research, one of the number one things that customers want is speed. The quicker and easier customers can access you online the better because nobody has time to be digging and going through different pages just to find one thing.
Asa mentioned that also with name, everybody’s name does not convert well in a podcast or any other auditory format. For instance, his name is Asa Leveaux, some people don’t know how to spell his last name, Asa is easy but why would he make that his potential customers’ problem of finding that out. Even though he has www.asaleveaux.com, he also has a www.lifewithasa.com. So he rarely says go to asaleveaux.com on auditory format but he will say it on a written but to say it out loud, he would usually say go to lifewithasa.com and they all point to the same website.
Asa stated that the Entrepreneurial Playbook has different course within it that they get to have access to so for instance, if you want to know how to publish your book, it’s there. If you want to sell your book on Amazon, it’s there and if want to sell period, it’s there. Marketing, how to operate your business, financing and speaking, it’s all there. There are eight courses that you get in the Playbook and you have access to all of them.
Paul Brunson is a Mentor, Entrepreneur and Television Host. His goal in life is to help you live your best life in love and professionally. He’s the world’s most influential matchmaker, founded and exited three businesses, hosted two television shows and spent nearly a decade working directly for a billionaire. He’s now here to share many of his experiences by mentoring and coaching thousands of people.
Stephanie Calahan is the Business Vision Catalyst who is known for the fast transformation that she facilitates with her clients through working at the intersection of heart and head. She works with busy, purpose-driven entrepreneurs to own their brilliance, leverage their business and get their message out with power, ease and joy so they can make a powerfully positive difference in the world, exponentially up their level profits, shift their mindsets towards possibility and take a no-excuses approach to boldly creating a highly successful and meaningful business built around who they are. With her unique combination of right brained and left brained thinking, intuitive incite, passion, results based coaching, powerful questioning and strategic systemizing magic. In record time, her clients dance with joy as their visions become reality in their business. After risking personal health and happiness as a high achieving executive and former jet-lagged consultant in corporate America, Stephanie vowed not only to create a life of real freedom for herself and her family but also to teach fellow entrepreneurs how to do the same.
Stephanie advised in her own business - she has a few family members that are not that technically inclined that she would ask to run through the process for her and she will refund it right away. Just for them to go through it and let her know if there is anything confusing or if the process was clunky in any way and give her that feedback. She stated that there are a lot of big corporations; the amazons of the world who have teams of people that they call usability testing but smaller businesses don’t have teams of people to do usability testing but you can do something really simple like that which doesn’t take a lot of time that can really save your reputation and relationships by investing in time to do that.
Stephanie also stated that one of her programs is called “Money, Mindset and Magnetism”, the clients that align and sign up to be a part of that program are typically having challenges with their sales in one way or another and what she finds is the case with every single private client that comes into that program is that initially they are more focused on themselves, they are not selfish people but they are more focused on themselves than on the people that they are meant to serve, so their sales conversations just implode. They don’t work as well as they could and there’s so many things when we are solid within who we are and our mindset is clean and confident then we are in a different mental space to be able to truly think about the person on the other side of the counter, on the other side of the phone, over Skype, over Google Hangout, whichever way you connect with your ideal customer or client that it allows you to think from their perspective and get much more creative with how you can make their experience a positive one. When customers | clients | patients have a more positive experience, they’re more likely to continue to want to work with you.
Stephanie mentioned that the tool – Infusionsoft (https://www.infusionsoft.com) was built specifically for small businesses and they have customers that are in service coaching industries but they have people that run all kinds of different brick and mortar stores whether it’s retail stores and they have customers all over the globe doing all different types of businesses but it specifically for the small business.
Stephanie mentioned that she has been doing business with them (Infusionsoft) for a number of years and like a lot of businesses, they have some growing pains, at one point they were getting customers so fast that their customer service wasn’t so good for a while but they addressed that. They recognized where their growing pains were starting to cause them problems and they made adjustments. So Stephanie suggests as another tip - as your business grows, the way that you interact with your customers will need to change and so be open for that and look at those spots where maybe things are falling through the cracks that didn’t use to fall through the cracks and those are customer improvement opportunities too.
Stephanie mentioned that when she framed her business, she had to decide if she wanted to be mass numbers or did she want to be high touch and by high touch, she means how well did she know the people she was working with and how involved did she get with them in relation to the work they are doing together. Stephanie Calahan decided that high touch was really where she wanted to sit in that coaching space and so she has a unique rule that she wants to be able to love her customers unconditionally in order to work with them because when you can accept your customers and clients unconditionally in the coaching space, then you have the ability to really help empower them to make fantastic changes in the direction they want to go in their business so customer service is one of the ways that she is able to do that.
She also stated that another great book is “Enchantment: The Art of Changing Hearts, Minds, and Actions” by Guy Kawasaki which is about relationships and talking about how you engage with your community, with your tribe, and with your audience. She also mentioned “Influence: The Psychology of Persuasion” by Robert Cialdini which is a different form of engagement but understanding how the words that you use impact the people you are working with so to make sure that you’re conscious about that and how you interact with people.
When you talk about those businesses that don’t have a lot of human capital, there are some things where people interaction is critical and there are some things like scheduling a meeting that is really administrative and the technology is there that makes it so easy and so streamlined that it is a happier customer experience than the aggravation of all the back and forth. So it ultimately ends up being a better customer experience by automating that piece and frees you up to have more time to be able to do those pieces that are more important face to face or voice to voice.
Stephanie stated that what is interesting about when you go on shows; it’s a two way customer service experience because the host is the customer of the guest but the guest is also the customer of the host, when you’re really working together then you can get amazing exposure for the conversation you had together which benefits everybody.
Adam Toperek is an internationally recognized Customer Service Expert, Key Note Speaker, and Workshop Leader. He is the Author of “Be Your Customers’ Hero: Real-World Tips & Techniques for the Service Front Lines” as well as the founder of Customers that Stick Blog. When he is not speaking or delivering high energy Customer Service Key Notes or Workshops, he can be found co-hosting the “Crack the Customer Code Podcast” and writing extensively on customer experience. Adam has an MBA and a Certificate in Customer Experience; he is also a Net Promoter Certified Associate.
Adam shared that to get business owners to focus on customer experience and develop their team members to translate that experience they deliver to the customers on a face to face basis, over the telephone or on social media, can only start with the numbers; there are many statistics that tends to open eyes. If you can use an organization’s own numbers that is helpful, you could use their survey data their ranking or their NPS. He stated 85% of customers are willing to pay more for a superior customer experience, your retention equals profit. There are 3 different studies that show acquiring a new customer is anywhere from 5-10 times more expensive than retaining an existing one, yet most people put their time and energy into marketing instead of retention and customer experience efforts. Customer experience also affects moral and how their culture and employees feel and how they interact. Customer experience permeates the entire organization and you have to start with the numbers and the economic argument especially persons in the C-Suite, business owners or people higher up in their organization, they tend to be run by numbers.
Everybody not only needs to come to grips with themselves and their own triggers and their own cognitive biases and their own ways of approaching customers and customer experience but also how they interact with each other, with their team, all of that mixes together to kind of create the perfect culture. Those are the things you strive for in creating a culture that is mixed with empathy across and throughout the organization and by looking inside yourself.
Being customer centric and wanting to help the customers has to be in the DNA of the organization. And that resistance to training is because it is not part of the whole package, it’s just like “customer service is down, let’s get a trainer.” They are really not getting the whole suite and to fit a square peg into round hole – just will not work.
Chloë Thomas is an Author, International Speaker and Host of her own podcast, eCommerce MasterPlan Podcast. Chloë has been working in eCommerce since 2003, learning how to increase orders, up customer retention and recruit new customers cost effectively. Working with businesses from the High Street right down to start ups, eCommerce MasterPlan is the result of Chloë’s years of experience, the books, blogs and courses have all been created to help eCommerce business owners and Marketers to make the right decisions as they build their own path to eCommerce success. The eCommerce MasterPlan Podcast exists to bring a weekly dose of inspiration direct to the desk of eCommerce business people all over the globe. Power Retail Australia named Chloë as one of the 10 top eCommerce Commentators in the world and within 6 months of launch, the podcast was already the top eCommerce podcast in the UK. Chloë is also the Author of “Customer Manipulation: How to Influence your Customers to Buy More and why an Ethical Approach will Always Win.”
We would welcome a subscribe, rate and review for the show and also that the listeners can come hang out at Navigating the Customer Experience Community on Facebook. This is a private Facebook group for our listeners and past guests to come over share insights and industry trending topics and discussions on business and customer experience – click here!
Brian is the founder of Brian K. Wright International whose mission is to motivate and inspire others to discover their unique talents and follow their dreams in life. With extensive experience teaching and training in academics and corporate environments, he understands that many people live far beneath their potential, primarily because they don’t believe they deserve success. Through his experience and research, Brian has learnt and practiced the principles he teaches in his book Student Leadership Strategies: 21 Easy Ways to Become a Center of Influence in Your Group. Brian is also the host of the Internet Radio Talk Show Success Profile Radio on the Rock Star Radio Network. Brian holds a Degree in Communication Studies and holds a Master’s Degree in Adult Education from the University of Nebraska in London. He discovered a passion for speaking and influencing audiences by speaking competitively in High School and College and by being heavily involved on campus while in school.
Brian also mentioned that he enjoys walking and running out in nature but in Arizona it is too hot so he is a member at a gym. He says he is able to enjoy his own thoughts when he walks and runs. He further believes that if you take care of yourself and who you are; you will have much to give to others very much like when you travel and the Flight Attendant states in her safety briefing place the mask on yourself first and then help the passenger next to you – you must be able to help yourself first before you can help others.
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Radio Show Page - toginet.com/shows/successprofilesradio
Personal Website - www.briankwright.com
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Tony Bodoh is a #1 best selling author and he’s the founder and co-founder of 5 companies ranging from Customer Experience Consulting to Small Business Training to Television, he easily navigates the International stage, speaking at both personal growth seminars as well as the Uber Nerdy Technology conferences. Tony writes his business blogs, personal growth essays and children’s stories. While he now coaches executives, he has taught High School for 1 year and in the Business Department of Aquinas College in Nashville, Tennessee for 7 years. As a passion believer in the power and possibility that is contained in each moment of the human experience to alter the course of history; Tony financially supports the building of sustainable villages in Africa and Haiti.
Tony learned at an early age the power of listening and letting people know they have been heard. He started a lawn care business at 11 years old, while his friends had 1 or 2 lawns to cut; Tony kept busy all summer with 16 clients including the local Post Office and Post Master’s lawn. He learned that while quality lawn care mattered, most people just wanted to connect and be acknowledged for who they are.
Tony also stated that as a company, we should be asking what is it that our customers are feeling? What do we want them to feel? If we want them to feel this way, what benefit will move them there and what features create those benefits. Do that and we will end up with an amazing product that people will say, how did you do that? It’s because you started with the end in mind.
“Visualization is geared towards what is it that I am grateful for and what is it I want to achieve today, what are my intentions for the day. And a part of that is to always focus on the abundance around me. Sometimes we get easily caught up with everything, instead just allowing the abundance to flow.”
Tony stated that Customer Experience is the opportunity to turn this world around in so many ways because when people have good experiences just even a smile or a connection with the person behind the counter, if we were all a little more empathetic, it would change the world. When someone experiences an act of kindness or another person sees an act of kindness or someone does an act of kindness all of this leads to a better world.
“If the thinking and actions you’ve been doing produced what you were in love with, I’d say keep at it but clearly it’s time to wire a new set of thoughts and then grow them through reputation into new and more expansive results.”
We would welcome a subscribe, rate and review for the show and also that the listeners can come hang out at Navigating the Customer Experience Community on Facebook. This is a private Facebook group for our listeners and past guests to come over share insights and industry trending topics and discussions on business and customer experience – click here!
New Online Course - Mastering Customer Experience and Increasing Your Revenue - 50% off for all who sign up in September.....A Must Have Course for all Business Owners, Entrepreneurs - http://bit.ly/50OFFMCXIR
Jenny Green Powers is the CEO of Running With Heels. Running With Heels is a New York Invitation Only Society for the “On-th-Go” “In-the-Know” Women Executives and Entrepreneurs. It is a members-only event series designed to elevate your personal and professional life through curated connections and inspiring conversations.
Jenny is a lifelong New Yorker and she is a graduate of the New York University and she doesn’t believe in strangers only people she hasn’t met as yet. In 2012, she became extremely tired of and exhausted in attending a series of awkward and just plain awful networking events and so she set out to create a different kind of Networking Event, one where women were excited to attend and left feeling educated, entertained, empowered and eager to attend future events.
As a first step she hosted a focus group and the criteria to participate was that YOU had to be a workingwoman who hated networking and networking events! These women were not hard to find, they were everywhere and they were all too happy to share why networking made them cringe. Armed with their plentiful feedback, Jenny took their advice and re-created the traditional networking event and Running with Heels was born. Today she hosts Women Networking events for women who hate networking and they love them. She is also mom to a lovely little girl who says she is going to be the President of the United States when she grows up whereupon she intends to move The White House to Brooklyn Heights.
We would welcome a subscribe, rate and review for the show and also that the listeners can come hang out at Navigating the Customer Experience Community on Facebook. This is a private Facebook group for our listeners and past guests to come over share insights and industry trending topics and discussions on business and customer experience – click here!
Dr. Fader is the Professor of Marketing at Wharton School of the University of Pennsylvania. Professor Fader's expertise centers around the analysis of behavioral data to understand and forecast customer shopping/purchasing activities. He works with firms from a wide range of industries, such as consumer packaged goods, interactive media, financial services, and pharmaceuticals. Managerial applications focus on topics such as customer relationship management, lifetime value of the customer, and sales forecasting for new products. Much of his research highlights the consistent (but often surprising) behavioral patterns that exist across these industries and other seemingly different domains.
Many of these cross-industry experiences have led to the development of the Wharton Customer Analytics Initiative (http://www.wharton.upenn.edu/wcai/), a new research center that serves as a “matchmaker” between leading-edge academic researchers and top companies that depend on granular, customer-level data for key strategic decisions.
Professor Fader believes that marketing should not be viewed as a “soft” discipline, and he frequently works with different companies and industry associations to improve managerial perspectives in this regard. His work has been published in (and he serves on the editorial boards of) a number of leading journals in marketing, statistics, and the management sciences. He has won many awards for his teaching and research accomplishments.
Dr. Fader is the author of Customer Centricity: Focus on the Right Customers for Strategic Advantages.
Jay Baer is the world’s most retweeted person among digital marketers. He is a renowned business strategist, keynote speaker and the New York Times best-selling author of five books who travels the world helping businesspeople get and keep more people. Jay has advised over 700 companies since 1994, including Caterpillar, Nike, Allstate, The United Nations and 32 of the FORTUNE 500. He is the founder of Convince & Convert, a strategy consulting firm that helps prominent companies gain and keep more customers through the smart intersection of technology, social media, and customer service. His Convince & Convert Media division owns the world’s #1 content marketing blog, the world’s top marketing podcast, and many other education resources for business owners and executives.
Jay believes that now more and more of our customer contact is in public, and that changes the dynamics of customer service considerably.
“It changes the value of customer service considerably, but the problem is most businesses haven’t figured it out yet”
He says most businesses are using old customer service playbooks to solve 2016 customer service problems.
“The other thing that’s really useful for executives is to show them how customer service is the new marketing.”
For example, when a customer has a great customer experience they talk about it, when the experience is shared on social media as part of a rating, review or tweet, that is part of your marketing.
“One-third of customer complaints are never answered.”
Most of these complaints are via social media and they go unanswered by the company. These are public complaints that other customers or prospects can see and have access to, yet they remain unsolved.
80% of businesses claim to have exceptional customer service, however only 8% of their customers agree.
“There is this massive difference of opinion between what businesses think is good customer service and what customers think is good customer service.”
Jay adds that customer service is chronically underfunded for almost every business because for generation’s, customer service has primarily been a “necessary evil” and nothing more.
He notes that customer service is public now through social media and has more impact on purchases; companies need to re-evaluate their current focus on customer service.
Jay points out hiring the right people for your customer service front lines are crucial to your business. Recruiting people who have the type of personality that can show empathy for the customer is very important.
“You can learn an awful lot about somebody’s skills as a potential customer service representative just through an exercise.”
Jay shares one online tool that his company could not live without, virtual desktop software called Sococo. While working with people from all over the world, Jay says this is the tool to keep everybody connected.
“The greatest managers in the world understand, find out or determine what motivates each person (employee); they put incentives and programs in place at the individuals personal level to motivate each person instead of trying to motivate everyone together.”
Jays sees the value in developing his people. He started a six-month program for his staff so that they could grow their speaking skills in order to go and speak at conferences all over the world.
Marc Mawhinney is on a mission to help coaches build stronger businesses! A lifelong entrepreneur, he achieves this with his podcast, “Natural Born Coaches”, and his 1:1, group and online coaching programs. He frequently makes media appearances and is a contributor for Entrepreneur.com. You can learn more about Marc at NaturalBornCoaches.com!
We have all been taught that the customer is always right, but Marc has a slightly different view on this topic. Marc has experience in both brick and mortar and online businesses, and from those experiences he feels that there needs to be a common area where the client and the business have mutual respect for each other.
“I think there has to be a balance and there has to be respect between both the business person and the customer.”
After Marc’s experience in Real Estate and dealing with all types of clients, Marc’s coaching business allows him to have the freedom to have more control over who is a well-fitted client for him.
“I can say that I am much less stressed. I look at where I am today compared to when I was twenty-something and doing real estate, with coaching I can say that I really have fun working with my clients because I have a tighter set of criteria with who I work with.”
When Marc was asked his thoughts on the controversy of turnaround times regarding responding to emails, Marc feels he does not have an obligation to drop what he is doing in order to have a quick turnaround and 24 hours is a reasonable amount of time to reply.
“I’m not surprised if it takes a few days for someone to get back to me because if they’re successful, they’re busy!”
Marc shares some everyday solutions that could help improve customer service on a global level.
“I think it is really important to put yourself in the customer’s shoes, which sounds like common sense but I don’t think it is very common. What I’ve always made an effort (before when I was in real estate and now and with coaching) to try and put myself in the customer’s shoes and look at it that way.”
Marc stays motivated by reading a lot of motivational and personal development books, but also he blocks people out of his life that are not supporters of him, which is something he has gotten better at over time.
“The other way I stay motivated and conserve energy is I don’t jump into things that don’t warrant my energy.”
Marc says the biggest online resource, tool or app that he cannot live without would be his online calendar. This is how Marc controls his time and schedules for each day.
Vance Morris is a Service Trainer & Management Alumni of the Walt Disney Company. He now coaches companies to create magical and profitable service cultures in their businesses through his companies; DELIVER SERVICE NOW INSTITUTE (DSNI) and The Marketing & Entrepreneurial Growth Alliance (MEGA).
With Vance’s background and experience, he wanted to find a business that he could add his special touch of high level customer experience to. He found a franchise to work with that had strong systems and processes already in place.
“They already had a framework that I could work from and then take that and be able to add to it what makes me special, and provide a complete service powerhouse.”
Vance shares about a service technique that he uses in setting the tone for reciprocity by providing a housewarming gift to clients.
He was able to implement different qualities and concepts from Disney into his business, including providing a monthly newsletter highlighting the company’s level of customer service and detail.
“I think it is very important that you educate your clients and educate your customers, especially when it comes to the details you are providing.”
Another thing Vance has implemented from Disney is having a set of service standards. He notes that for over 50 years, Disney has had the same standards in place.
“You know Disney only has four (guiding principles) that have been with them for 50 years now and they are: Safety, Courtesy, Show, and Efficiency. I have taken that 100% into my business.”
Vance feels that businesses have been too focused on profitability and cost cutting, which has led to a major decline on customer service.
“They have created a department called Customer Service when in fact it should be everyone’s job”
He is really excited about being part of a mastermind group, and says the help and support you can get from other businesses owners is phenomenal.
Angela Powers is an instructional designer helping entrepreneurs become “freedom-preneurs”, partnering with them to create and optimize their online programs. She has designed, developed and delivered training to hundreds of thousands of students globally for the past 12 years, working with large companies including Google, Amazon, Boeing and F5, as well as individual entrepreneurs.
A few years ago, Angela decided that she wanted to be a coach, and she says this had been something she was thinking about for a long time.
After completing coaching school, she came up with multiple ideas of what she wanted to focus on. She realized that her greatest expertise was as an instructional designer, building online courses.
Angela shares that her main motivation as an entrepreneur is her family, which includes her 5-year old daughter.
“As a freedom-preneur, I can work from home and set my own schedule; I work with the people I love to work with.”
She worked with her first coach 10 years ago, which transformed her own life.
“I work with a lot of coaches. I love being able to help them transform more people’s lives and have a bigger impact.”
Tools that she used during her time in the corporate work, like design logs, are important in her current role working with clients. Angela says issues such as communication and tracking are just as vital for small business owners to pay attention to as they are for large companies.
“I think that’s a big part of customer experience, being on the same page”
Angela believes that customer service on a global level needs improvement and as a customer herself, her own standards keep going up.
A good amount of Angela’s expertise has been acquired through on-the-job training, and she also received her certification in professional learning and performance four years ago, which required about 150 hours of work, written tests and projects.
Usability testing is an effective tool that she uses when creating content.
“You can’t get any better than real (people) actually using your prototype and giving you that real time feedback.”
She takes advantage of multiple platforms to help clients create programs, including Udemy, and says that they all have different advantages and features available.
“I’m open to really finding out what somebody wants to achieve through that training”
Angela stays motivated by breaking her goals down into 12-week timeframes, which keeps her focused. She has also successfully used accountability partnerships to keep her on track.
She is a big believer of taking care of herself, by blocking off personal time as well as meditating every morning.
Angela is most excited about learning ClickFunnels, a tool designed to create sales funnels for online marketers.
“As an instructional designer, that’s what I’m usually doing; creating a specific path to get you to a goal.”
The mantra that she lives by is “We’re born to teach.”
Suzy Prudden is a prize-winning International speaker, seminar leader and best-selling author. She’s won numerous awards for business and speaking, and has appeared as a guest expert on over 1,000 radio and television shows including Oprah, The Today Show and Good Morning America.
With her publishing company, Suzy say they pride themselves on customer service. She tells us it should be your number one priority.
“It’s the only thing that going to make your business work. If you don’t have good customer service, you might as well seriously not be in business.”
Suzy says her employees need to leave their personal problems behind and not bring it into the office. She wants her employees to change their mindsets upon arriving at work. An example she gives is about a mother with a sick child at home.
“I would say go home and be with your kid, and I would not dock their pay for that either. You have to create a culture of support. If you have a culture of support in your company, then the people who work in the company will want to support the company.”
In order to sustain a culture of service in your business, Suzy gives the advice of simply paying attention.
“You have to pay attention to your customer, you have to pay attention to the people that work with you and most importantly you have to stay on top of everything!”
She notes that if you fail faster, you’ll also learn more quickly as a result. When you fail, you learn, and when you learn you get better. Failures give the opportunity to know what isn’t working and what needs to be fixed.
“I like to teach people how to make money and I can do that through Itty Bitty Publishing.”
Lee Caraher is a CEO and acclaimed communication strategist known for her practical solutions to big problems. She started Double Forte as a new kind of communications firm designed to work with good people, doing good work for good companies doing great things in their categories. So far so good. This is not her first rodeo, and she’s learned a lot along the way that she shares with others in the hopes that everyone can reduce drama and conflict in the workplace and create careers that matter.
Lee has a reputation for building cohesive, high producing teams who get a lot done well and have fun at the same time. A sought-after coach and confidant to her clients, Lee regularly helps organizations navigate complex, sensitive and critical situations. She is a straight talker who doesn’t hold too many punches, although she does her best to pleasant about it. An experience speaker and facilitator, Lee blends immediately applicable insights with inspiration and humor for engaging and entertaining sessions for audiences large and small.
Her first book “Millennials & Management: The Essential Guide To Making It Work At Work” was published by Bibliomotion in October 2014. The book is based on her own work building a successful intergenerational workplace, as well as the insight from more than 250 managers, leaders and employees of all ages in different industries across the country. For Millennials, management, and senior leaders, the book is a practical and entertaining guide to breaking down the misconceptions between Gen Y, GenX and the Baby Boomer generations, and details how to build a constructive, productive work environment that builds business, loyalty and strategic advantage.
Lee started a public relations and communication strategy firm with a partner almost 15 years ago. Before that, she was employed with many other large communication firms.
“My whole career has been in this function of figuring out what to say and who to say it to so they can hear it”
She says her journey to entrepreneurship came out of necessity when she needed the flexibility in her schedule to help her mother who was diagnosed with cancer.
Lee believes that the customer experience is the lifeblood of any company.
“The brand that you have is only half of whatever is in that package (of what you sell). The other half is in the experience that people have with your brand.”
The experience your customers have is going to be the indicator for company sustainability.
Her agency is very focused on service, and Lee says that if you deliver good results but a great experience you will keep that client forever.
You have to recognize that each client will have a different culture.
“We have to shift to each culture. Really understanding who your customer is is important.”
She notes that communication is a big issue in companies all over the country, and can be a challenge as most businesses have three generations in them. Millennials tend to prefer communication by text, whereas baby boomers are more likely to pick up the phone.
“Don’t assume people have the same communication preferences as you do”
Your business is only as good as your relevancy is. For this reason, staying up-to-date is the most important thing you can do in your day.
Lee says that companies need to have a plan in place for the worst-case scenario.
“In today’s world that’s moving so quickly, there’s no longer 24 hours to figure it out”
Companies that receive negative feedback on social media should respond immediately and direct the person to a private email address to get the conversation off of the public forum.
She shares that if team moral is bad, you have to address the issues right away. However, going through challenging times as a team can create a stronger bond with employees.
“People come to work with all of their baggage. How do you help them focus, be productive and be happy?”
Employees want to do work that matters. When they don’t understand how they are making a difference, this is when you get the negative impact.
“My experience is the best leaders are the ones who basically love the people around them. They’re very motivated by other people’s success.”
Lee explains that if you don’t intertwine your work and your life responsibilities, it’s very challenging to do either very well.
When she is well physically, her company too is well, and healthy companies are the ones that people stay at.
Two quotes Lee lives by are, “Focus is your friend”, and “Family first.”
Paul Potratz is the COO of Potratz Advertising Agency in New York. They work with businesses creating top funnel brand strategies, consumer engagement, and content on websites, social media and sales training.
Paul worked in both radio and television, and then made his way to an ad agency. In 2003, he made the decision to start his own advertising agency.
“Every business is like the seasons; you have to stay motivated when things slow down because it’s just right around the corner before they start to pick up again.”
“One thing about entrepreneurship (is) if you’re motivated by always reinventing with change, then I feel you will always be successful.”
Paul identifies current global customer service as an essential component of your business.
“You don’t have anything if you don’t have customer experience.”
A part of great customer service is showing the clients how much they are appreciated. Paul and his customer service team created a way of letting his clients know how important they are with Coffee Mug Strategies. These mugs have strategy options that are tailored to the business and create leads.
“We’ve heard it over and over and over it’s much easier and much less expensive to keep a client than always trying to be adding new clients.”
Building great content on your website, providing research, having comparisons and providing it to your potential clients will invite them in, and make them more comfortable to purchase from you.
“Become a content machine, get that content on your website and then take them to the next logical step.”
Paul talks about how he stays motivated. Other than loving what he does, he likes getting in on the action.
“Roll your sleeves up once in a while. Granted, we can’t always do that because you can’t scale but you can do it every once in a while and it gives you the sense of excitement.”