Personalized Service Feeling

Hey, my friend Kenny Chapman here, the blue collar coach, coming to you with a Freedom Friday focus that I want you to really think about as you head into your weekend in the States or you're enjoying your weekend in Australia. So today I want to talk to you about personalized client service, personalized positioning to make your client know that you're not just a one size fits all. You're not crafting everything for everybody and everybody's just a commoditized piece once they call you, once you get in front of them in, in home service company, that it's just, here's what you get, right? So think about it. I'm a huge fan of technology, right? I love what's happening. I think right now is the best time to be alive. We were on our weekly group call with our Titanium club, our tight knit group that we meet every week. And this week we were talking about the fact of how long we're going to live and all these types of things. And one of our members was discussing an article that he had read about you make it through the next 20 years, you can go as long as you want, right? Technology is that powerful, it's that cool. You can press a button on your phone and get just about anything brought to you. But sometimes technology can lose this right human interaction. So I'm going to send you a note along with this, but I hope you watch the video because the note isn't quite as personalized as when we can get face to face, even though it's through a video screen. Now, when we think about this, I want you to think about your own company because what I'm seeing, all the ride alongs I do, all the companies that I'm inside, the technology movement is a great thing, but you still must personalize the experience. One of my buddies hired a friend of his to go through every aspect of the business and all he wanted to know. He didn't care about, like customer service. He didn't care about orders. He didn't care about anything that happened in the company other than how he felt as a mystery shopper. From the time he saw an advertising piece, how did it make him feel from the time he originally called the company and the CSR took the call and booked the call? When he hung up, how did he feel when the dispatcher rang and scheduled the call? When that part was, how did it feel when the technician arrived, went through the discovery process, understood everything going on in the home or whatever, and then went ahead and made a presentation and he made a Buying decision. How did he feel when customer service called and followed up and he got the after unit marketing pieces? And how did he feel? See the personalized service thing we talk about? Oh, customer service has been around for a long time and this and that. Technology is changing things, making it easier. Who's technology making it easier for? That's the question. Is it for the client or is it for the company? Recently, here in my little haircut spot I go to in Scottsdale, they came out with this molten or check in device. When you walk in. So it used to have one of the stylists come over and greet you and get your name and plug you into the computer and all that. Now you walk in, there's two screens there. They're at their chair. They go, okay, go ahead and check in. And you check in and your name shows up on this board and this and that and whatever. Okay, that's fine. I'm asking, where's the app? Because if I need to go there and do that and then get in line, why can't I just do it on an app and choose my stylist and have that quick experience? Because it's. They said, well, we're not ready for that. We're testing this first. What about you? You go mobile, you go to technology, you go to canned options. Is that for the client or is that for you? Are you doing it because your texts aren't selling enough, because they're not creating a personalized experience, or is it because you want things to be easier, flow smoother? Lovely. Christy and I recently went to one of her favorite bands. This week, we went and we did the VIP thing and met the band and all that. 20 years, they put out 10 albums. That's a lot of lyrics. It's a lot of work putting out that many records over the course of 20 years. Right? And when the lead singer got up there and he said, you know what? Over this time, we've taken this journey together and every lyric we've written, we've had you, our fan base, at the forefront of our mind, at the forefront of our purpose, of what we're doing. And that begs me to ask you the question, is your client at the forefront of everything you're doing at Blue Collar? When we go to build something, it happened this morning. We're talking about it, new program that we're building. One of our teammates said, you know what? As long as it's the highest level for the customer, we'll build it. Meaning our clients that are going to push this forward to their clients. See, it's all about our client value. It's not about blue collar. It's not about Kenny, Justin, Kathy, Joe, the team whatsoever. Mark, Christy. It doesn't matter about us. What matters is about you, our client. We build everything for you. We think about you. We walk in your shoes. We focus on you. That's what we want for you with your client. So if you go out and your texts are like, well, here's the canned option sheet, here's the menu to choose from, right? We came into this space and everybody went, menu pricing. That's the way to go. You got to offer a menu, that's cool, but this isn't McDonald's. And guess what? In 2020, half of the workforce is going to be millennials. More and more every year, more and more millennials are going to be coming. Our clients. And what do they want? They want control. They want to be part of something. They want choice. They want personalization. Tattoos, anyone? Hmm? You think? Now, I'm not saying run out and offer tattoos to your clients, but I am saying offer them a unique experience, personalized, based on them. Have a great weekend, my friends. And until we talk again, have a better than fantastic Friday, and we'll talk to you real soon.