Kenny Chapman watched OneRepublic at Aspen Jazz Fest and built a metaphor around it: your company is a band, your technicians are the artists, and each customer has a favorite song. Ask what they want, learn their preferences, and build customizable options so you deliver what they actually came for.
Hey everybody, Kenny Chapman here, the blue collar coach, your partner in profitability coming to you with a quick message. We're getting back from this long holiday weekend and every, every year, just about every year, the lovely Christy and I go up to Aspen and we spend the weekend in Aspen Snowmass and we go to this jazz fest, they call it Jazz Fest, but all kinds of different kind of music, whatever. This ties to business, by the way, so stick with me just a moment. We go up there and we enjoy this great time. And you know, heck, it's summer, it's late summer in the mountains of Colorado. It doesn't get much better than that. Once in a while a concert breaks out. Hang out with friends. It's good stuff. I'm sure you did something great. I hope you really enjoyed your time this fabulous holiday weekend.
But here I am, we're there Saturday night.
There's this great show by One Republic's coming on. Christy and I are pretty big One Republic fans and I don't really follow music as close as she does, but she keeps me in the loop. And this Ryan Tedder dude, he is as talented as they get right now and he's worked with us, everybody and writes and co writes and all these kinds of things, right? So what was interesting to me and what makes sense to our business is this. We're getting ready for the show and everybody's talking about the one song that they want to see him sing, the one song they want perform. Now there's a group of people, different people want a different song saying, we had a group of friends that left a little bit early before the curtain call and he missed the song that he really wanted to see, my buddy.
Because they left too early. That was his one song. So now think about this for a minute. Let's go back to business, right? So look at your, your company is actually the band, right? So you're, you might have fans. We're fans of, of One Republic. But each person wanted to see a different song actually saying, so the artist now is our technician. They're the lead singer, if you will, right?
So they're the ones that are out there. Then we get to, okay, well then what's the favorite song?
That's what's in your price book.
That's what you, your product, your services. That's the favorite song. The challenge is our technicians get stuck into, well, they're fans and everybody kind of gets the same thing. They get stuck in a rut offering the same thing. When you think about a band like one Republic. They have so many hits, they've got to choose sets carefully because different people have all these different hits that they're attached to. We've got to go into our customers.
Ladies and gentlemen, and ask the question. Before you ever craft an option sheet or put a presentation together, you need to know what the favorite song is of that particular audience member.
Hence, your customer. Ask better questions early on. Get to know your clients better.
Pay attention when your technicians build a customizable option sheet.
Communicate effectively with delivery. As you tie what their favorite song might be to what the best solution might be for them, they have to be tied together. I'm Kenny Chapman, the blue collar coach. Until we talk again, have a better than fantastic day and I'll see you next time.
