Building a Culture of Fab Service with Mike Astorino
Release Date: 04/16/2021
Simple Strategies to Attract and Engage Clients, Building Lasting Relationships, and Succeed at Your Service with Henriette Danel
Standing On Service Podcast
Attracting new clients doesn’t have to be complicated. In this episode, Strategic Business Coach Henriette Danel from the UK shares four foundational strategies for simplifying client attraction. Learn how to boost your visibility through organic growth, attract people through engaging content, build relationships with workshops and discovery calls, and transform clients’ needs with clear service packages. Henriette shares practical tips for growing your service business through consistent yet simple strategies. Key Takeaways: Your service is not for everybody, and that’s okay! ...
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The 5Y Framework for Taking a Company from Functional to Phenomenal with Jevon Wooden
Standing On Service Podcast
This week features guest Jevon Wooden from BrightMind Consulting Group. Jevon explains each step of their “5Y Framework” in detail, including setting clear goals and metrics with the “yardstick.” He shares insights on building quality control, developing standard operating procedures, and creating a culture where employees feel safe to report issues. Jevon talks about the importance of leaders taking ownership, embracing transparency, and effectively communicating their vision and mission. Key Takeaways: The 5Y Framework provides a structured approach to goal setting with...
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Generating More Leads and Finding Your Audience with Tai Goodwin of That Marketing Team
Standing On Service Podcast
Troy welcomes Tai Goodwin, CEO of That Marketing Team, to discuss all things marketing including how we can use quizzes to generate more leads, and creating the right strategy to find your audience. Tai talks about how having your audience identify personally with your brand goes so much further than just trying to be everywhere, and she explains what she means when she says she’s “chasing excellence.” If you’re looking for some great marketing tips that you can implement today, tune in. Key Takeaways: What happens when you promise too much and don’t deliver on your promises?...
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Protecting Your Business with Proactive Legal Advice
Standing On Service Podcast
In this episode of the podcast, Jeremy Streten joins Troy from Australia to discuss the importance of being proactive rather than reactive to legal problems. His bestselling book, The Business Legal Cycle, is a guide to understanding, planning for, and implementing legal protection for your business. Jeremy also discusses the key elements he sees with successful businesses, which legal aspects business owners need to educate themselves on, and how to consult with the right professional. Key Takeaways: Jeremy explains how he’s seen time and time again how costly it is for...
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Onboarding in a Way That Builds Trust and Connection
Standing On Service Podcast
In this episode of the podcast, Megan joins Troy to talk about the importance of great onboarding, and how you build trust even before the initial contact with your client. Megan runs One Stone Creative, a podcast production company, which helps businesses launch a podcast and establish themselves as an industry leader while sharing their brand story. Megan also talks about what a podcast production company does, and how it can help with an overall digital marketing plan. Key Takeaways: Megan shares what a podcast production agency does and why a business would want to work with one....
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The True Metrics of Progress
Standing On Service Podcast
In this episode of the podcast, Tim Francis joins Troy to talk about the true progress metrics for any business. Tim Francis is an expert in finance who helps businesses create and collect the cash they need to deliver great service by focusing on the four true progress metrics: free cash, market value equity, internal fulfillment, and external contribution. Tim explains why vanity metrics like revenue and number of customers cannot predict if a business will stay in business, and how to use the true progress metrics to gauge how your business is doing. Tune in to find out more. Key...
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Unlock the Leader
Standing On Service Podcast
In this episode of the podcast, Yigal Adato joins Troy to talk about how business owners can unlock the leader within them. Many business owners work hard, but not smart and they don’t tap into their leadership potential. Yigal outlines the three steps business owners need to take to become better leaders as well as the four profit pillars that will help them create a thriving and successful business. He also shares more about how to create an epic experience for customers that will keep them happy and coming back for more in years to come. Key Takeaways: Yigal Adato shares his...
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Low-Cost Social Media Marketing and Lead Generation
Standing On Service Podcast
In this episode of the podcast, Victoria Lee joins Troy to talk about her business, 100 Pound Social. Victoria Lee co-founded 100 Pound Social in 2017 to offer B2B companies low-cost social media marketing and lead generation services, as well as blogging services that complement their marketing and SEO strategy. Victoria shares more about using LinkedIn as a lead generation tool, why small business owners would benefit from using her services, and how she has managed to create a successful business by focusing on a very small suite of services. Key Takeaways: Victoria named her...
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Making a Business Sellable
Standing On Service Podcast
In this episode of the podcast, Phil Fraser joins Troy to talk about what business owners need to do to prepare their businesses. As an expert who helps business owners grow their companies, Phil shares some of the things business owners need to prepare as a matter of good business practice, even if they don’t plan to sell their businesses. He explains the PITA Patter system to solve problems and the two-week vacation test to see if the business is sellable.
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Creating Exceptional Customer Service through Employees
Standing On Service Podcast
In this episode of the podcast, Dr. Kelly Henry joins Troy to talk about creating exceptional customer service. Customer service needs to be a priority in any organization in order for it to improve. In reaching ever-changing customer expectations, a critical piece is the employees of the organization. Dr. Kelly shared some of his strategies and tips on how to create that culture of excellent service in your organization through your employees.
info_outlineIn this episode of the podcast, Mike Astorino joins the show to talk about how they have built a culture of “Fab Service” at Fabricare. As we look at customer service, it becomes less about a set of rules and more about a culture at the company. Mike talks about addressing customer service issues through systems, as well as the importance of developing and defining core values to help all employees succeed in customer service.
Key Takeaways:
- Mike actually started his career in advertising, and he ended up taking over the Fabricare business after his father-in-law retired. In a low-tech, low-profile business, he saw an opportunity to really maximize customer service.
- Over the years, they have made changes to their machinery to ensure they can limit the number of cracks to buttons or other dry cleaning hazards. Their business model and goal is to return the garment as new; the attention to detail when they need to fix them is one of the things that sets them apart.
- One of the most valuable lessons he’s learned since taking over Fabricare is to measure customer service by recording the issues and getting to the root of what’s behind the problem — oftentimes, it is a system issue that needs to be addressed rather than a personnel issue. “It starts with recording those things and then turning them into systems, or improving on a system that’s already out there.”
- At Fabricare, customer service is more about building the culture than a set of rules. This gives their employees some autonomy in how they handle customer requests. Part of this culture is Code Red/Code Green, where they learn from bad interactions and are rewarded for good customer feedback. This has increased employee satisfaction as well.
- Fabricare has incorporated new technology to help its service become stronger by expanding its reach into storing and cleaning patio furniture.
- One of the biggest things that drive their systems and culture is core values. Having a distinct set of core values helps to set the same standard of service across all employees, and gives companies something to fall back on when they have to have tough conversations.
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