Kenny Chapman argues that every customer interaction should feel like their only one, not your hundredth. He contrasts a builder managing dozens of houses with homeowners who care only about theirs, and urges technicians and salespeople to match that focus.
Hey, everybody, Kenny Chapman here, the blue collar coach, coming to you with this week's video version of Freedom Friday Focus. Now, this week I want to talk about something that I stress with technicians every time I train them, and that is the customer's experience is their only experience. I don't care how many calls you have a day. I don't care how many calls they run a day for the customer, there's only one call. So here the lovely Christy and I are executing one of our lifelong goals and dreams together, and that's to build a brand new house. So we've got got our new house going up behind us and we just got done meeting with the builder and doing a walkthrough for electrical layout and this and that and where we're going to put lights. And he's got eight houses going right now. So to him, this right here is just another house. To Christy and I, this is going to be our new castle. And he gets that and he realizes that. So he's got eight houses going. There's all kinds of stuff happening, but this is our only one. This one really matters to me. Us as technicians, as sales professionals in the customer service and sales world, we need to remember this. For our customers, this is the one call they get today. You might do four calls as a technician, you might do 50 calls as a company. Some of my clients do 200 calls a day. Whatever the number is, the customer only gets one. I had a couple of my guys at our great school last week in Tampa, Florida, our service sales success school. And one of my seven year technicians said, man, what I really got is a reminder. Even though we teach and train this every week at our company, he said, it reminded me how important that is. Translate that to your team. Focus on the customer. It's their one shot, just like this is for Christy and I. I'm Kenny Chapman, the blue collar coach. Until we talk again, have a better than fantastic week and I'll see you.
