Lots to cover in this What’s Up episode. Johnny and Nick chat about Customer Service, and all it’s glory. But before we jumped into that, we had a few shout-outs and an email from Scotty Bowden. Thanks for the nice note of encouragement. We love that!
We announced a T-shirt campaign we will do in 2015, so if you have any ideas, please hit us up over on the right hand side. More details to come…as they come to us I guess.
We also announced that we will be doing something with the gang over at The Big Idea. We need to chat with them, and then we will let you know what’s up. Should be fun.
Customer service is one of the biggest thing that can set you apart as a small business. We cannot always compete on price, but we can always wow them with our level of service. From answering the phone, to following up when things don’t go according to plan, there are a lot of ways we can deliver good customer service. When problems come up? How do you respond? Do you accept the blame, or do you make excuses. Johnny’s tagline for Erbert Lawns is “We show up.” That means they show up when the tell the customer, but it also points to the fact that they take care of problems fast. At Walls by Design, Nick’s team tries to over communicate, and help the customer understand everything that will happen, and what they can expect. To figure out what you need to do, you should figure out what will emotionally connect with your customer. This will help them connect with you. Big shout out to Joy Gendusa, and PostcardMania (past guest of the radio show).
We also talked about doing something unexpected. Maybe that is giving out dog bones, or upgrading a customer to a premium product or service like Zappos does with two day shipping. Give them a surprise and they will remember you.
Good quote that Johnny pulled by Zig Ziggler: “You can have anything in life you want, if you just help enough people get what they want.”