Chris Collins argues that the best customer experience ideas come from other industries like retail and restaurants. Service teams are in hospitality: making customers feel comfortable and wanted while guiding them through a process.
The key to success. And the one thing I guess everybody listening to this that I'd like you to ask yourself is if your markets different and it won't work there, then what are you gonna do? Then give up, right? I mean, you got to do something. You're only gonna get somewhere by trying to do something. And so then the next thing that happens in our industry and this is the next layer is, you know, we're constantly and part of the elite group is a different kind of experiences just to take ideas from other industries. And so if you think your market's different and you can't run as good as the other service centers in the country or service departments, then you're really not going to be able to steal anything from a department store or a restaurant because you're way closed off to that. And it's all hospitality. I mean really, we're in the hospitality business, right?
Yeah, exactly.
And it's all the, it's all the same. It's, you know, making people feel comfortable and wanted and then putting them through a process.
Yeah, no, for sure. And I don't think it's any different. I mean, I remember reading a book by Carl Sewell and he was talking about that he, he didn't want to, he didn't want his, his dealership. I think he had a Cadillac store at the time. He didn't want it to be a car dealership. He wanted it to be, you know, a high end retail, you know, store, department store basically. And so he wanted it that have that feel and that know, atmosphere to it. And he wasn't looking out and saying, well, you know, my market's different because it's a car dealership. And so I think he partnered with Stanley Marcus. I think if I remember the book from Neva Marcus and he, he taught him how to be a high end retailer and not how to run a car dealership. And I think that to me that's the magic, like Magic Johnson going out and saying, I'm going to open up a Starbucks in a place where they say it can't be done. Right. I'm going to go do that. Because to him that market's no different than any other market in the country. You just got to figure out what the tweaks are, as he put it, the tiny changes you have to make and then match that to his consumers. And he went and did that.
