The FASTEST Way to Improve Customer Experience

Stop saying I can't. When you say I can't, you remove possibilities from your life that could have a tremendous positive impact on where you go. When you say I can't, you shut doors, you limit yourself, and you limit the business that you can create for yourself. I recently came back from a Carnival cruise And I met the DJ in the elevator on the first day. I was so excited because I'm a big dancer, I love salsa music, I'm an investor in a salsa company here in Toronto. And I'm a DJ, dancer, sometimes teaching. I love salsa, bachata, kizomba, all the Latin dances. And I'm excited that the DJ's on the elevator with me. I wanted to pick his brain, see what he had playing, ask for some songs. And he said he played salsa, he played bachata, And I said, "Do you play kizomba?" And kizomba is a dance that we're teaching now here in Toronto. And I wanted to practice. I wanted to get my kizomba on. And he said, "No, I can't." And that was the end of the conversation. And I'm thinking, "What do you mean you can't?" How hard is it to find one kizomba song and play it tonight? It'll take 5 minutes. Go online, find one song, and play it. Better yet, ask me, "Hey, that's a great idea. I don't usually play kizomba, but I'll play one for you tonight. What's your favorite kizomba song?" How hard would that have been? And instead of me slamming the guy and saying what bad service Carnival provides, I'd be praising him and saying, "Hey, what a great example of customer service." He would have made an impact on my vacation, on my experience with that company, Just by eliminating the word "I can't." It's so important. When somebody says "I can't" to you, how do you feel? You feel like you're out of options. You feel upset. You feel hopeless. You do not want your customers and your prospects feeling that way about your business. I don't even blame the guy. I blame Carnival because that's bad training. Everybody on that boat needs to know never to say "I can't" to a customer. This is a service-based business. It's all about service. Provide good service. It's not that difficult. And I know what you're thinking, "Hey, it's hard." You know, maybe the guy's really busy. Maybe he doesn't want to step outside the box. Maybe he's got a lot on his plate. And fine, we're all busy. I'm busy, you're busy. But busy is not enough. This would have taken 5 minutes and had a massive impact on how I thought about him and the company. You have to go that extra mile. If you don't, you're going to be forgettable, and people won't come back, and they won't talk about you. Stop spending your money on advertising and marketing and invest in the customer experience. Every experience with your business should be fantastic, amazing, make me want to come back and do more with you. That's where your time and effort should go because that will help spread the word and get repeat business coming to you. So some action items, some steps for you, what to do next. The next time somebody says, "Can you do something?" and before you say, "I can't," if you're thinking, "I can't," pause, breathe, take 2 minutes and try to think of a way that you can. Just think outside the box. This is not what you typically do. You may not provide that exact product or service, but just Humor me and take 2 minutes to try to find a solution. When your brain is set on finding something, often it will surprise you and find it. So just stop yourself for 2 minutes and think about it. Okay, number 2, step number 2: find the closest thing that you can do to help them. If you can't help this customer with exactly what they want, Find the closest thing that you can do to help them and show them that you care. That's what it's all about. At the end of the day, if you can't actually help them, it's fine. But you want them walking away thinking like you tried everything you could to help them. Not to get their money, but to help them. Don't try to sell them something they don't need. Find the closest thing that you can do for them and show them you're thinking outside the box. Say, you know, we don't really do this, but here's an idea that might work for you, and give them the best, closest option that you can find. And step 3, if that doesn't work, if you have nothing, absolutely nothing, then pass them on to a competitor. Pass them on to another company that you know can help them, even if that means giving them to your competition, because the customer will walk away feeling great about your business. They'll be feeling great about you or your employee, and they'll want to come back and spend money with you, even if it didn't work out this time. If you sell them something that they don't need, they're gonna be pissed off, they're not gonna come back, and they're gonna tell their friends about what crappy service you have. But if you pass them on to your competition and say, "Hey, this is the best that we can do. Like, I'm thinking outside the box here. This is the closest thing we can come with." But I don't think it's going to solve, you know, what you need. Your best bet is probably to go down the street to this company and they can solve your problem for you. They're going to love that you gave them that tip. They're going to love your business. They're going to have nothing but good thoughts. If they have another potential issue, they're going to come back to you and they're going to tell their friends about you or make videos like this. I wish somebody gave me that kind of experience because I would promote them. That's what you need for your business. So eliminate the words "I can't" from your vocabulary today and everybody on your team, and you'll start seeing improvements for your company. It's one small change but has a dramatic impact on what happens with your company. Believe. If you like this video, you know the drill, thumbs up below. Thanks guys, and I want to hear what you have to think. You like this video? Leave a comment underneath. Let me know what you're thinking about. If you have a question for your company, leave it below. I always read those. I read every single comment that comes in and I love it. Always makes my day. So please leave a comment below. Thank you. I'll see you soon.