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001 THE ONE THING EVERYONE WANTS with Jacob D. Lee
Manage episode 301705414 series 2977351
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jacobdlee.com
Got another exciting episode. Let's talk a little bit about something. I feel extremely, extremely important this morning, and uh that is customer service. I'm going to read a little bit about what Wikipedia calls customer service and then I wanted to discuss it further and how I believe that we can have better customer service, customer services, the provision of service to customers before during, and after a purchase. The perception of successes of such interactions is dependent on employees who can adjust themselves to the personality of the guests. Seems kind of dry and long-winded. The next verse, says from the point of view of an overall sales process, engineering effort. Customer service plays an important role in an organization's ability to generate income and revenue. And I believe that is so extreme. That is so true. That is so true. I think that we can oftentimes miss what good customer service is. I mean, it is really simple. It is just basically sitting down and caring for our customers. I think that the ultimate in customer service, they didn't call it customer service, that we would actually say serving people is really what it boils down to good customer service is serving people and how do we serve people better. So I want to just go back to the bible. I want to see what, what the bible has to say about how we can serve people better. I mean it's really simple. I mean I think that the bible is one of the what? Especially when the words of Jesus, said so much with so few words. I'm going to read a verse from Matthew chapter seven verse 12 and it says therefore all things whatsoever you would that men should do to you, do you even so to them for this is the law and the prophets, basically, this was a complete summation of all the loss of profits. I mean they're basically saying, look this is what they were trying to communicate and Jesus communicated in one line. I mean, I just think that is so incredible if you really think about it. If we put ourselves into customer shoes, if we put ourselves in that position and we kind of just listed them. I mean we care about them and we put ourselves in their shoes and I think that is like we do to them as we would want them to do it to us if our positions were reversed. I mean it's really that simple. I think great customer service. If we look at our businesses and we say, you know if I was a customer, what would I really be wanting from the person providing me the service? If we just kind of step back and we remove ourselves from our own business in that perspective and we just figure out how we can be there for them. It really is that simple in my mind. There's one other place that talks about customer service. I'm going to touch on that real, real fast where Jesus was talking about in ancient Israel, The Romans were the rulers of the day. They were the government, They were the boss or whatever. So the rule was that if a roman military guy, soldier, anybody that was in the Roman military, if they came down the road, they could compel anyone to go with them one mile to carry their pack for one mile, Jesus said, go with him, twain. That's why we hear the expression, we went the second mile, or we walked a mile in their shoes or whatever. And I think that if we look at customer service, it is figuring out how to walk a mile in their shoes. If you can go a mile in the shoes, maybe go to, I mean maybe sometimes we need to go to the second mile with our customers, we give them more value than anticipated. We give them more benefits anticipated and then we continue the relationship along those lines. I think customer service is a continuing practice. It is not a one-time occurrence now in some sales, in some cases, it definitely is a one-time occurrence. But great customer service I believe is when we do more than is expected by the customer and we do that on a continual basis, you know, and oftentimes just a simple thing sometimes just asking them what they want. I mean the bible says do unto others as you would have others do unto you. Hey, I mean maybe sometimes we just need to ask our customers What they would love to see from us as a company if we're doing business with them and I know it's not the same for all businesses and you know in my business, you know, our average sale is around $50,000. So it's a little different than the retail world where you know, you have one small item, you know, or multiple small items. So I usually deal with one large sale or one large client and so we have to adjust a little bit depending on the business we are in. But I think that the bible is very clear about customer service. I mean I think, I think this really comes down to saying, hey, how can I look at from my customers point of view, how can implement that into my business, then use those things and learn from it. And I know that in my own business the bible says he that is faithful at least is faithful also much, but he does not faithful at least is also not faithfully much. I looked at that and I was like okay how can I show my customer little details, little things that show that I'm faithful to him. Like I care about the guy, I care about the company, I care about the girl, it doesn't matter who it is, I care about them as an individual. I take the time to look at things in detail in detail and I just really look at it and I say okay how can I serve this customer to the absolute best of my ability and I know that there's only so much that you can do per sale. But I think that overall if we kind of keep that in mind in my world, I do commercial roofing, a little bit of consulting in the commercial roofing industry and you know work a lot with the construction-side of the industry, a lot of the construction industry has a bad reputation for not being very good at communicating what I do with my customer services. I say, okay how can I, if I was a customer what I like and obviously customers, they would love to have great communication I'm doing, you know maybe a commercial roof for a client or whatever, I figure out how I can communicate more regularly with them promptly. And the second thing actually, there are two more things that I think are extremely important when I saw the roof and there is a problem such as there's a leak or something like that in the roof. I will get out there within 24 hours if at all possible. And sometimes it is just not possible. But at my absolute earliest convenience I'll get out there. The goal is to get there within 24-48 hours. The second thing that we do is that when they call for a roof when they call for an estimate, we also try to be there within 24-48 hours. I mean just a very simple thing that we have done that has increased our customer service in a report with our customers. I don't know what your business is, but it really is simple in our business. It worked very, very well. That's a goal that we strive by that some basic things about customer service. I love great customer service. You know when you've been on the receiving end of customer service and if you look at the details that they put into that good customer service, it really is personalized. People love personalized customer service. I think it's just looking for an opportunity that we can add a little value in some way to our customers. I just think it's so incredibly important. We look at it from the customer's point of view and we put ourselves in their shoes and we walk a mile there, like, and we spent some time and then we give them more than what they're expecting. And by doing that, I think we have incredible, incredible customer loyalty and great customer loyalty is really, really, really important for a long-term sustainable business.
If you have enjoyed this podcast, please rate and review us. If you have suggestions or comments or would like to have more information, visit jacobdlee.com. Thank you for listening.
jacobdlee.com
Got another exciting episode. Let's talk a little bit about something. I feel extremely, extremely important this morning, and uh that is customer service. I'm going to read a little bit about what Wikipedia calls customer service and then I wanted to discuss it further and how I believe that we can have better customer service, customer services, the provision of service to customers before during, and after a purchase. The perception of successes of such interactions is dependent on employees who can adjust themselves to the personality of the guests. Seems kind of dry and long-winded. The next verse, says from the point of view of an overall sales process, engineering effort. Customer service plays an important role in an organization's ability to generate income and revenue. And I believe that is so extreme. That is so true. That is so true. I think that we can oftentimes miss what good customer service is. I mean, it is really simple. It is just basically sitting down and caring for our customers. I think that the ultimate in customer service, they didn't call it customer service, that we would actually say serving people is really what it boils down to good customer service is serving people and how do we serve people better. So I want to just go back to the bible. I want to see what, what the bible has to say about how we can serve people better. I mean it's really simple. I mean I think that the bible is one of the what? Especially when the words of Jesus, said so much with so few words. I'm going to read a verse from Matthew chapter seven verse 12 and it says therefore all things whatsoever you would that men should do to you, do you even so to them for this is the law and the prophets, basically, this was a complete summation of all the loss of profits. I mean they're basically saying, look this is what they were trying to communicate and Jesus communicated in one line. I mean, I just think that is so incredible if you really think about it. If we put ourselves into customer shoes, if we put ourselves in that position and we kind of just listed them. I mean we care about them and we put ourselves in their shoes and I think that is like we do to them as we would want them to do it to us if our positions were reversed. I mean it's really that simple. I think great customer service. If we look at our businesses and we say, you know if I was a customer, what would I really be wanting from the person providing me the service? If we just kind of step back and we remove ourselves from our own business in that perspective and we just figure out how we can be there for them. It really is that simple in my mind. There's one other place that talks about customer service. I'm going to touch on that real, real fast where Jesus was talking about in ancient Israel, The Romans were the rulers of the day. They were the government, They were the boss or whatever. So the rule was that if a roman military guy, soldier, anybody that was in the Roman military, if they came down the road, they could compel anyone to go with them one mile to carry their pack for one mile, Jesus said, go with him, twain. That's why we hear the expression, we went the second mile, or we walked a mile in their shoes or whatever. And I think that if we look at customer service, it is figuring out how to walk a mile in their shoes. If you can go a mile in the shoes, maybe go to, I mean maybe sometimes we need to go to the second mile with our customers, we give them more value than anticipated. We give them more benefits anticipated and then we continue the relationship along those lines. I think customer service is a continuing practice. It is not a one-time occurrence now in some sales, in some cases, it definitely is a one-time occurrence. But great customer service I believe is when we do more than is expected by the customer and we do that on a continual basis, you know, and oftentimes just a simple thing sometimes just asking them what they want. I mean the bible says do unto others as you would have others do unto you. Hey, I mean maybe sometimes we just need to ask our customers What they would love to see from us as a company if we're doing business with them and I know it's not the same for all businesses and you know in my business, you know, our average sale is around $50,000. So it's a little different than the retail world where you know, you have one small item, you know, or multiple small items. So I usually deal with one large sale or one large client and so we have to adjust a little bit depending on the business we are in. But I think that the bible is very clear about customer service. I mean I think, I think this really comes down to saying, hey, how can I look at from my customers point of view, how can implement that into my business, then use those things and learn from it. And I know that in my own business the bible says he that is faithful at least is faithful also much, but he does not faithful at least is also not faithfully much. I looked at that and I was like okay how can I show my customer little details, little things that show that I'm faithful to him. Like I care about the guy, I care about the company, I care about the girl, it doesn't matter who it is, I care about them as an individual. I take the time to look at things in detail in detail and I just really look at it and I say okay how can I serve this customer to the absolute best of my ability and I know that there's only so much that you can do per sale. But I think that overall if we kind of keep that in mind in my world, I do commercial roofing, a little bit of consulting in the commercial roofing industry and you know work a lot with the construction-side of the industry, a lot of the construction industry has a bad reputation for not being very good at communicating what I do with my customer services. I say, okay how can I, if I was a customer what I like and obviously customers, they would love to have great communication I'm doing, you know maybe a commercial roof for a client or whatever, I figure out how I can communicate more regularly with them promptly. And the second thing actually, there are two more things that I think are extremely important when I saw the roof and there is a problem such as there's a leak or something like that in the roof. I will get out there within 24 hours if at all possible. And sometimes it is just not possible. But at my absolute earliest convenience I'll get out there. The goal is to get there within 24-48 hours. The second thing that we do is that when they call for a roof when they call for an estimate, we also try to be there within 24-48 hours. I mean just a very simple thing that we have done that has increased our customer service in a report with our customers. I don't know what your business is, but it really is simple in our business. It worked very, very well. That's a goal that we strive by that some basic things about customer service. I love great customer service. You know when you've been on the receiving end of customer service and if you look at the details that they put into that good customer service, it really is personalized. People love personalized customer service. I think it's just looking for an opportunity that we can add a little value in some way to our customers. I just think it's so incredibly important. We look at it from the customer's point of view and we put ourselves in their shoes and we walk a mile there, like, and we spent some time and then we give them more than what they're expecting. And by doing that, I think we have incredible, incredible customer loyalty and great customer loyalty is really, really, really important for a long-term sustainable business.
If you have enjoyed this podcast, please rate and review us. If you have suggestions or comments or would like to have more information, visit jacobdlee.com. Thank you for listening.
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