The One About the Customer Experience, Great, Good, Bad, Indifferent How Your Customer Sees You. Episode 77
Contractors Secret Weapon Podcast
Release Date: 07/16/2015
Contractors Secret Weapon Podcast
Pick up the Contractor's Secret Weapon Solution by going here: https://CSWSolution.com
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Pick up the Contractor's Secret Weapon Solution by going here: https://CSWSolution.com
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info_outline CSW #321 - Snake Oil! How To Overcome This Perception.Contractors Secret Weapon Podcast
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info_outline CSW #320 - Is Your Marketing Active or Passive?Contractors Secret Weapon Podcast
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info_outline CSW #319 - How To Pre-Sell & Pre-Sort So You Only Deal With HOT Prospects.Contractors Secret Weapon Podcast
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info_outline CSW #318 - How to be a better businessman.Contractors Secret Weapon Podcast
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info_outline CSW #317 - The One About Your Insanity.Contractors Secret Weapon Podcast
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info_outline CSW #316 - Mastering Google To Get More Clients.Contractors Secret Weapon Podcast
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info_outline CSW #315 - Focusing On Your Perfect Avatar.Contractors Secret Weapon Podcast
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info_outlineThis week quote "When you're finished changing, you're finished."
The customer experience, great, good, bad, indifferent how does your customer see you
The customer experience it’s been so on my mind for the past few days
So this week I really want to take a look at the customer experiences it’s been one of those things been over the past couple weeks is sort of like been creeping at me and I'll tell you why.
So here's part of what's going on I’m looking to remodel my bathrooms ny wife is looking to remodel our bathrooms I go to the Granite store suggested to me by a contractor yes I hire a contractor, I don’t work on my own house why because I love my wife and want to stay married happily married there would only be a start date. We get to the Granite store we pick out the granite and I forget to take a picture of the granite .So my wife the store nobody answers we just left the store and no answer it goes to voice mail we leave a message explaining our dilemma and ask if they would please send text a picture of the granite we just picked out so that I can go pick out tile .we are now on a mission to get everything picked out.
So for a week seven whole days we wait for someone calls back from the Granite store. You know you get busy you going to make phone calls but we never did get chance call them back so 7 days later I drive my dad to the airport and my wife calls it goes I really want to pick out go look at that granite and take a picture, can you run by there for me and do it okay. So I run out of my way to the granite store thinking less and less of why I want to do business with them because I have to go get a picture of what we picked out, now it is not there was sold but they said they can order us a new piece so that was fine and he almost cleared be real close so I get there and a Granites gone. So the girl says it went to production I can send you a copy of the picture we have to you by email I say okay do it now here's my email because I'll probably never get it if I don't so she sent an email then she says I'm going to call the production guy because if he cut it there should be a piece around and she would call me she promises me she will call so we could match up the tile wanted pick out your tile and have a nice little piece of granite with you that what she said that was 5 days ago I still haven't heard back, how much money do think that employee loses that business each year, so I went back to the yard on Sunday picked another piece of tile copied the upc code and sent it to my contractor and told him to use another granite company. Ill bet you can tell by this rant I am so fed up with them because their customer service is really ,really bad so that person lost a granite customer and anyone who knows how much granite cost it's nice little chunk of change so that was one customer experience so I'm Saturday I get into my mastermind and I'm running late and they go hey we're talking about customer experiences and I say the good or the bad so let me tell you little bit about that one but first one thing about masterminds.
So mastermind I am starting a mastermind starting July 23 it's a Thursday and we have two openings left that are available if it's something you may be interested in getting to mastermind have other people help you with your business email me at [email protected] and I will send you some information there's only two spots open again [email protected]
I arrive at the mastermind a little late, so they tell me were talking about customer experience and I'm saying a good one or bad one course you know because of what I just gone through. So I’m in a mastermind with Pete Mitchell he's been on the podcast before he says no good, good customer experiences I have a new client who when I call her office I am impressed by the way that I am treated as just a person calling in its just a very neat experience and the person that his new customer is a real estate agent who has sold over 200 properties this year and she has another business that trains real estate assistance so she's got it down pat, how do you answer the phone, how do you talk to people how do you make them feel so you're going from bad customer experience to good customer experience and how to really make that happen.
Here is the real question what is your company known for good customer experience great customer experience bad customer experience so if it's the latter if it's bad customer experience and I'm going to tell you what you're not getting ,you’re not getting a whole lot of business ,you not getting referrals, you're not getting good reviews you not getting lifetime value out of good people but if you have a great customer experience it's something that you actually have to work at its the way you answer the phone to make them feel welcome and thank you really want to talk and you really want to do business with them so it might be you have to make out a script to follow so when the phone is I answer the person answering the phone they know how to answer the phone how to talk to you how to listen to you makes all the difference in the world ,
my wife one of her pet peeves is customer service and the overall customer experience, and if it's not happening if she's out doing business, she's a sweet person but if she's not treated right sometimes I'm just I have to turn around walk away I feel so bad tor the person or waiter waiting on us .She owns a service business with my daughter and that is their whole business is the customer experience in the customer service their tagline is for world-class service can be yours so they live up to that and that's why their business grows this year's growing at a rate of 61% wouldn’t we all like to have that growth .She demands that people who she is going to spend money treat her like they really want to do business with her.
Sure you know how you like to be treated as a customer you go back to the businesses to treat you like you they want to do business with you they treat you like you're important a treat you like they want to take your money so that's how you need have your customers feel like they are the most important person you are talking to right now. Because they are the most important person at that time.
If its not that way in your organization is there are only 2 reasons why your customers have a poor experience 1 is the trickledown effect or 2 no one is being trained and held to a standard. Only you can do that and it's a trickle-down effect and for someone in your organization they can't do that you might think about replacing them putting in someone who will treat your customer the way you would like to beach for you as a customer.
So I don't know if I can beat that one up anymore today but it's all about customer experience in the customer experience starts off with the way the phone is answered all the way to the way the proposal is presented and written to all the way to the and how the job is done and how the people are treated the way their questions are answered yes you have to answer the questions all the way to the end when you say thank you and you collect the checks and when you send them a thank you card or you learn how to wow them with by building relationships on the new product I just put out its on our resource page at www.contractorssecretweapon.com Taking your business to a whole new level WOWIng you customer while building relationship
I send thank you cards from the very beginning to the very end and the gifts that I used to get them thinking about me and giving more referrals so till next week think on these things and go make a profit
Remember if you’ve been thinking about being part of a mastermind I have one starting on the 23 of july email me at [email protected] subject line info on mastermind
Thank you to our sponsors this week who make this program available to you.
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UAMCC
United Association of Mobile Contract Cleaners is a nationwide network of contract cleaning contractors that embraces the power washing, window cleaning, carpet cleaning, and mobile cleaning industry.
More Than Just A Contract Cleaning Association providing contractors with the tools necessary for growth, the UAMCC can assist homeowners and property managers connect with insured, qualified contract cleaning companies. No more guesswork and no more worrying if your contractor runs a legitimate business. Go to uamcc.org that’s UAMCC .org to learn how you can be the best in your industry check out the UAMCC here