Customer Service Still Matters. A Lot. Pam Denham and I Discuss.
What's Working with Cam Marston
Release Date: 04/10/2023
What's Working with Cam Marston
Who is the hero of your business? Too often, it's you. It SHOULD be the customer. is a consultant and explains it all so simply to me. She's with and walks me through the process. The customer is the hero. You - the business - are a guide that helps the hero overcome their problem. You bring them to solutions and help them avoid disaster. It's so simple. And yet we botch it again and again. Show Sponsors: Find Cam Marston's book - What Works: The Ten Best Ideas from the First Two-Hundred Episodes on . To get the Cam's "Here's What's Cool" list each week and a Free...
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Leadership consultant and author has written a book that I've had referenced to me too many times in the past weeks to simply ignore. Called , the book is a management and leadership guide with simple plans for turning your employees into a more highly productive team. It's a simple concept - as the leader, too often you're an author, telling people what to do. You need to edit - guide their behavior and leave them to take initiative. On with Brandon and me is Wills Moore. Wills is an executive coach and uses the book in his client interfaces. Wills shares stories of the book has changed his...
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spent time as a boy watching the locks and dams near his home take and receive tow-boats on the river. The attraction of the work was deep and he signed up to be a part of that industry. Today he's the Executive Director of the Tennessee River Valley Association and the Tennessee-Cumberland Waterways Council. He knows the numbers: the 12,000 miles of waterways transport 1/3 of the nation's GDP; 541,000 jobs come from the inland waterways; 15 barges equals 1000+ 18 wheelers or 216 train cars. There are 219 locks operating today. And it's the locks and dams that worry him the most. Many...
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Economist says it's goign to get worse before it gets better. Then it's going to get much worse. Connor is with . He and his firm work with businesses to help them prepare for economic change. Avowedly apolitical, Connor and his team only say the November election is unlikely to change our economy in any meaningful way, regardless of who wins the presidential election. To get a good read on the economy you need to know government spending, demographics, imports and exports, and a dozen other numbers. Connor knows his stuff, and you'll want to hear what our future holds. Show Sponsors: ...
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Lots of changes coming to workplace rules ranging from the legality of non-compete agreements to changes to the salary of exempt employees. of the Hand Arendall law firm explains the changes and what they mean for you and me. Show Sponsors: Find Cam Marston's book - What Works: The Ten Best Ideas from the First Two-Hundred Episodes on . To get the Top 3 Tips of the show each week and a Free Chapter of What Works,
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Lots of chatter out there about AI. Lots. Every day some some sort of news about how it will make our world unbelievably better and another about how it will be the end of humanity. I reached out to Kai Gray to ask him to answer some questions - what can AI really do? Aside from being the best source tech help I've ever found, what can it do for me? Today? Right now? It wrote me a sonnet to read to my wife on Valetines Day (which my wife thought was the most romantic thing I've ever done until she learned the truth) but what practical application does it have for me, right here, today. Well,...
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Tenaska has created a method for capturing the greenhouse gasses emited from industrial sites and pushing it through pipelines to a hub where it is injected 10,000 feet under ground. The diposal site must have a top layer of impermeable rock and the CO2 ultimately turns into an inert stone. The process requires a significant investment and Tenaska (the biggest privately held company you've never heard of) has what it takes. Tenaska rep Brett Estep leads me through how it works. Show Sponsors: Find Cam Marston's book - What Works: The Ten Best Ideas from the First Two-Hundred...
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For years has led audiences and his consulting clients how to become distinct and different in a crowded marketplace. His approach is simple yet most companies won't do it - what are the extra things you can do to remain memorable to customers and how can you incorporate them into your business? Most people will claim their expertise is all they need to secure business, not the small, additional customer service items. That's where they're wrong. In a crowded and competitive marketplace, standing out requires more. Show Sponsors: Find Cam Marston's book - What Works: The Ten...
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Burnie Juneau can walk into a business and tell if it is franchisable. He's gained a sense of how easy it will be based on his years of experience. His approach to the owner is "are you interested in growing quickly." The company he works for, , does all the paperwork, files the trademark documents, and readies the business owner for growth. FMS then goes on to help sell the franchises, too, marketing the opportunity and finding the right customers. If you like what Burnie has to say, he offers his phone number: 225.733.4680. Show Sponsors: Find Cam Marston's book - What...
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Col. John Kilpatrick saves veteran lives. He offers a system for doing it, with key roles filled by other veterans. "Unless you're a veteran," he told me, "you'll never know what we've gone through and no one will listen to you." His agency, , is the first of its type he knows about in the country. From vets in despair on the edge of suicide to ones struggling with years of addiction to ones suffering from the traumas that only vets can understand, John has built a system to care for them. He's on a mission, not unlike the missions he undertook as a part of his active military service, and...
info_outlineCustomer service still matters, though we don't hear about it today like we used to. We know customers are increasingly disappointed in the service they receive. They have no problems blowing up social media when they get treated poorly. But customer service training and eduction is woefully lacking. And cheap, online customer service training...stinks. Pam Denham has trained customer service for years. She and I talk about what's missing today and she offers some simple tips for taking service skills into your company.
Find my book, What Works, online.
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