Webinar Teaser - Crafting An Awesome Customer Experience

So what are some of the biggest challenges in providing an awesome customer experience? Mike, would love to hear more from you. I know you just sold your company, and so I'm sure you have a lot of experience with this.

Yeah. Thank you. So both, obviously with Mopad Co. And now that I'm surrounded by nothing but superstars in the service space because of reviewbuzz, I have a really mixed, actually a much clearer understanding of what it comes down to. So, like what I'm hearing already on this call, a lot of it comes down to your team members. The right team will end up creating the brand that you always wanted for your business. And creating that is obviously challenging when you have people that have different values and different things they care about. One thing that I look back at my 20 years in business and I look in, I look at ways I could have done better, and I realize that I really, really put a lot of business on culture, to the point where I almost felt it was like my family. And that got too emotional for me, which made it hard for me to let people go or be harder on individuals that weren't producing the right results for the customer. I essentially put my people in front of my customers because I got too focused on simply making the culture rich and healthy, when in fact it wasn't healthy because I was giving people too much slack to make, maybe show up late or maybe slack to not show up at all and not recommend them and possibly change them out with someone that did care enough to put the customer first. So at the end of the day, I think it comes down to we're all here as owners of businesses. We should be winning it to win it, right? We should be building a sports team, not a recreational team. And as far as the challenges, it's always it comes down to the people and. And the culture you create isn't simply about having healthy, fun events for the company for the individual people that feel they are cared for. That's a big part of it, don't get me wrong. But equally important is when someone does make a mistake that they're treated in a way that is professional. If a guy's not pitching well, what do you do? You pull them out of the game. If a guy's not his at bats aren't doing well, you pull him off the list, out of a lineup. So I think treating your company more like a professional team than you do a rec team is really key to building a more successful customer service experience.

Awesome.

Thanks for sharing. Mike And Erin, do you have anything to add Would love to hear from you.

Yeah. I think it's just important that your team actually has a clear vision of what you want. They can't provide an excellent service experience if they don't know what it is. So it's got to be very clear. Explain the journey, explain what it is, what your expectations are. And I agree with Mike there. You got to hold accountable. And I think that's the challenge for all of us sometimes in small businesses, because you do build these relationships with these guys and these employees, and sometimes you can become a little more soft than you should. But the client experience needs to be really good, and culture is part of that building the culture that everybody clearly understands the vision of what that is. I think another thing that we run into, too, is just getting the guys to. Not just the guys, the whole team set the agenda with the client so the client knows what to expect throughout this process, and then let the client experience unfold through the agenda. So if you don't set the agenda and you get there, you're talking to the client, then you can't let your experience unfold in front of them. Ultimately, too, just having empowered and confident people in your team, they just. They know what to do, how to do it, and build confidence in them. They can't do anything if they're not confident. And I always run into this, too, is the guys always. Guys on service technicians always want to fix the problem before they fix the client. So they need to be clear that, you know, they've seen the problem a hundred times before, but it might be this client's first time, first time ever, dealing with what this is. So they need to be focused on not the problem. They need to be focused on the client and really getting them to understand how to improve that experience with the client, because they'll be able to fix the problem, at least they should or they shouldn't be a service technician. But so really that's the areas we focus on is just looking at the client more often than just the problem.

Got it. That's some great feedback. Looking more at the client and not just as a problem. Okay.