Why most can’t keep the customers happy and how to make your customers say ‘wow’?

Hi, this is Mayur Bardolia and you are listening to Love Your Business Podcast. This podcast isn't about magical tactics on running the business that makes you bored and tired. Instead, it's about how to love your business so that you can enjoy doing it and enjoy more time for yourself. What if you could predict what's going to happen next? Well, this superpower is among many of us. If someone asks you, Who is one of the best footballers in the world in the last 20 years? And if you follow even the slightest of football, you will think of Cristiano Ronaldo along with few others. And he's probably the richest footballer in the world. And any idea how he became the best? Well, in 2011, Castrol launched its product called Castrol Edge. Now, Castrol produced a global documentary film starring its ambassador Cristiano Ronaldo. The document we saw Ronaldo pushed to his limit through a series of scientific tests. Now Ronaldo was tested for his strength, speed, and technique. One of the tests was conducted in a lab where the ball was shot towards Ronaldo, but they did something unusual. They switched off their lights as soon as they hit the ball. An ordinary footballer wouldn't be able to find out where the ball is coming from and where it will go. But Ronaldo could figure out the movement of the ball even in the complete darkness, and this is what makes him great. He developed the ability to predict the movement of the ball. It is this skill that separates him from the rest. Now, what can we learn from Ronaldo? Not only Ronaldo, but almost all great companies also develop the same skill that make them the best in their industry. They focus on predicting with precision what's going to happen next. The best businesses have a competitive advantage due to their ability to focus on how to delight, or should we say, surprise the customers with the best experience. No strategy or tactics would work if you don't know how to make your customers happy. No business can ever grow with rah-rah motivational talks, willpower, or fancy marketing gimmicks. The health of the business relies on the number of happy customers you have. So let's find out how we can make our customers happy. In this podcast episode, we are going to discuss 3 things. Why do you need to predict the customer's actions accurately? Number 2, how to understand the customer's actions easily? And number 3, how to get your customers to say wow? So let's start with the first one, shall we? Have you heard of the hotel called the Grand Del Mar? Now, it's one of the best hotels in the world. You wonder why the Grand Del Mar Hotel is one of the best hotels in the world? Because they don't rely only on the traditional customer service approach. Of being nice to customers, clean rooms, or faster internet. But they do something even better. They predict what the customer wants and will deliver even before the customers ask for it. They notice the customers very carefully. And anticipate what they are going to do next. Most of the time, they are right. There are hundreds of great reviews you can read on the internet, but here's the best one: a writer at Forbes magazine, Carmine Gallo. He shared his experience staying there, and let me share his words. My daughters discovered a small sand area near the pool. Within seconds, not minutes, a staff member casually walked by and, without saying a word, dropped off some sand toys for the kids. The kids looked up, There they were, seemingly out of nowhere. While most people ask you to listen to your customers, the Grand Del Mar Hotel does differently. They anticipate the needs of the guests. It makes them stand out from the competition. This level of service leaves a positive impression If you study the best brands in the area of customer service, all of them train employees to anticipate unexpressed wishes. It's a key component to an exceptional customer experience. The best business is the best because they deliver the best customer service. Listening is overrated when it comes to creating an exceptional customer experience. Your customers will only tell you what they think they need, but how you meet their unexpressed needs makes all the difference. You don't need a special superpower to know this. It's possible. So let's find out the second part of this podcast, how to do it easily. Have you ever wondered why someone yawns or laughs? You also yawn or laugh. You're walking through a park when out of nowhere, the man in front of you falls down and is injured badly. The blood is coming out of his nose. Automatically, you become sympathetic. Or you're watching a race and you feel your own heart racing with excitement as the runners battle to cross the finish line first. Or you see someone smell some unfamiliar food And find the food disgusting. Suddenly, your own stomach turns at the thought of the meal. It's because of mirror neurons. For years, such experiences have puzzled psychologists. Neuroscientists, and philosophers, and who may wonder why we react at such a gut level to other people's actions. How do we understand so immediately and instinctively their thoughts, feelings, and intentions? Now, mirror neurons are a type of brain cell that respond equally when we perform an action. And when we observe someone else perform the same action, and it's proved via some experiments. In the 1990s, neurophysiologist Giacomo Rizzolatti and his colleagues placed some electrodes in the brains of monkeys to study which neurons specialized in hand and mouth movement. And quite by accident, they found that the same neurons fired up when the monkeys picked up banana or when they observed someone else picking up a banana. If watching an action and performing that action can activate the same parts of the brain in monkeys, down to a single neuron, Then it makes sense that watching action and performing an action could also trigger the same feelings in people. Our mind cannot differentiate between what you do and what you see. There is a part of your brain that does not distinguish between action and observation. For these neurons, seeing and doing are processed in the same way. And this has made learning possible. These mirror neurons make us anticipate other people's needs. It makes us empathize with others. It is what makes yawning or laughing contagious. And it all happens automatically, without our conscious input. Simply on observation, and that's how Cristiano Ronaldo learned to be the best footballer. And we discussed in the beginning that Ronaldo developed this key. When the sports scientists put an eye tracker on Ronaldo's head while he was playing, they found something amazing. Most players track the ball while playing football, but Ronaldo tracks the hips and legs of the person who has the ball. Wow! That's amazing! And that was his superpower. He could predict the next movement of the others. He can then know where the ball will go. So instead of focusing on the ball, he was focusing on the movements of players who holds the ball. But why would he do that? So by focusing on players' movement, Something magical happens. Mirror neurons fire up and he could predict the movement of the players. He is better at anticipating where the player will move and redirect the ball. And this ability to read others makes him great at anticipating where the ball will go. But how to know or anticipate Precisely and deliver the wow experience to your customers. Let's find out in the third part of this podcast. Let's dive in. Steve Jobs used to send store managers to learn from a hotel, but why did? Steve Jobs was sending the store managers to learn from a hotel, and Steve Jobs asked his store managers to attend a hospitality training session with the hotel Ritz-Carlton. He wanted to create a great customer experience at his stores, to deliver wow experience He asked his colleagues about the place they had a wow service experience. Most of them suggested the Ritz-Carlton Hotel. But what did he want the store managers to learn specifically? One of the consistent steps of the Apple Store customer service model is 3 key things. Ritz-Carlton Hotel was doing. First, welcome with warm and sincere greetings, with unconditional love and respect. Second, anticipate each guest's needs. This means listening for and resolving expressed and unexpressed needs. And third, End with kind farewell. Ritz-Carlton trains their employees for 250 hours, but for what? They teach their employees to anticipate the needs of the guests. They train the staff to listen to what their customers say and don't say. Their employees are told to pay attention to every detail about a guest. They teach the staff in loads of scenarios to find out the information, and then they show how to use that information to deliver the wow experience to their guest. So what can you do from now on to deliver a wow experience to your customers? You have to be alert. And note down what your customers like and what they don't like. You may also find out what they absolutely don't like. Understand the pattern and journey of your customers, then anticipate what they will do next, and then make things easy for them. It's your job to minimize the pain. And obstacles for your customers. The staff at Ritz-Carlton Hotel put extra effort into their customers. When a person leaves Ritz-Carlton, they will be asked if they have their travel documents with them. If it's a guest's birthday, they'll be surprised with a cake. If a person is going to leave very early, They will be asked if they would like hot pot of coffee delivered to their room before checking out. So they take care of the minute detail of their customers and they predict what's going to happen next. So that takes us to the end of the podcast. Let's summarize and find out what are you going to do next. So we started with how Cristiano Ronaldo is one of the best footballers. He doesn't track the ball, he tracks the player. You need to look at what your customers are doing and what they're going to do next. Then use that information and make it easy or better for them. Surprise them with your action they did not expect. It's like you are reading the brain. They will appreciate your deep level of understanding of their needs, desires, and pain. Most hotels focus on a clean room, nice furniture, or Wi-Fi. They focus on regular operations only. And few selected ones will even ask their guests if there is anything else they can do to make their stay comfortable. They will listen and respond. That's good, but that's not enough. The exceptional hotels such as Ritz-Carlton and Grand Del Mar Hotel go beyond that and track the player like Ronaldo does. They train their staff to observe the guests and anticipate their needs. You don't have to focus on the ball, you have to focus on the player. And anticipate. Identify the likely movements based on observation. It will become your second nature if you do it repeatedly, and it will work wonderfully. You need to observe your customers precisely, and you will easily predict their behavior automatically. But you need to be completely aware of focus. Practice will give you the superpower called intuition. So what's the recipe for delivering world-class service to customers? Well, observe, anticipate, and deliver the wow experience. That takes us to the end of the podcast. So what's happening in our world? Let's find out. Every time you're talking to someone, you're presenting your ideas. Whether it's a business, sales, writing something, or even talking to someone. Presentations. We all have to make presentations if we want to sell our product, services, or just ideas. So what makes a good presentation? And would it surprise you to hear that presentations on paper are not that different from presentations in person? And finally, it's all about the elements. If you get the elements right, You are halfway there, but your presentation is still not so good. You can have the best presentation, but if you don't do the preparation right, you can still goof it up big time. We have a small audio program with a small ebook that's called How to Make Engaging Presentations: How to Turn a Sluggish Audience into an Enthusiastic One. With your presentation, either on paper or in person. To purchase this audio course along with a small ebook, go to northstarangel.com/engaging. It'll make sure you get it right the first time around. It's straightforward, simple knowledge that is easy to follow. Try it and see it working really well for your business. At the end of this program, you're going to learn how you can make a powerful presentation that not only gets your client's attention, but also gets them interested. Why your presentation will still fail despite having all the good things. And you're also going to learn what makes some people more successful than others. I trust you're going to get excellent value from this product. So go to northstarangel.com/engaging. It's Mayur Bardolia. Bye for now. Still listening? So if you haven't subscribed to my podcast, Podcast or newsletter, go to Northstarangel.com/subscribe. Once you subscribe, you will get my free ebook, One-Liner Report. It will show you how to explain your business so that your customers listen and understand in just one minute. You will also get more podcasts. Full of new ideas, free articles, offers, announcements, and free goodies. You should subscribe if you haven't yet. So go to northstarangel.com/subscribe. It's Mayur Bardolia signing out. Thank you.