JESSE B GOOD on LinkedIn: #customerrelations #customerexperience #customerservice #everythingspeaks (2024)

My man Dan Gingiss talks about how important it is to be witty with customer experience. I saw a great example of this today when a post from my brother on another social said, "Go to O'Reilly's Auto Parts webpage and search for product '121G'." I'll let you try it for yourself to get a sense of this witty piece of customer experience.🤠 JBG#everythingspeaks #customerrelations #customerexperience #121gigawatts

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Here's a way you can easily improve your customer experience.Take a few moments to define and understand your own service vision. Evaluate and understand how your own vision fits into your organization's professional vision.All experiences are about human interactions.So if you as a human can define and act upon your own service vision, that improves interactions all around.This is also a valuable way for you to align with your employer. Where do you fit in? How is your role important? How can you make a positive contribution towards the overall experience your organization provides?My own service vision is based on the three-step process I've used to train customer service for several years."I help create remarkable customer experiences by discovering my customer's needs, delivering on those needs, and (when possible) doing more to exceed expectations.How do you define your service vision?🤠JBG#everythingspeaks #customerservice #customerexperience #customerrelations #wordofmouth

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When your customer complains, it is IMPERATIVE that you resolve their challenge efficiently and effectively.(HINT: It's also helpful if you can identify client challenges BEFORE they complain.) Service recovery takes on new meaning when you consider how stories grow.If you fail at service recovery, it will sound worse when a customer explains it to a friend than it was when it actually happened.Stories about your service failures get juicier and worse every time they are told.You can never win a storytelling contest with a customer.One customer experience that is less than stellar in a single telling, can become bad service in the next telling, and awful service the telling after that."My best friend's sister's boyfriend's brother's girlfriend heard from this guy who knows this kid who's going with the girl who saw them give really bad service last night."Quick tips for service recovery...Discover what the customer's challenge is.Deliver an appropriate solution.Do More to exceed expectations AND make up for the initial gap in service delivery.It costs much more to gain a new customer than to retain an existing one.Gain $$$ > $ Retain🤠JBG#everythingspeaks #customerrelations #customerservice #customerexperience #wordofmouth

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Can someone please help me understand?!?!Why do people choose the window seat on the airplane and then close the cover? Or sleep?I'm not a seat snob (or am I?) but I get a little woozy when I can't see out the window on a flight. I mean, I've never tossed my cookies on a flight, but that doesn't mean it could never happen. Just ask my kids about the time on the Dizzy Dragon.So yeah, I'm a little bugged when I can't book a window seat and the people with windows don't even enjoy having the window seat.Why?!?!Also, I've got a 4 hour layover in the SLC airport and I just walked the WHOLE thing. 6,000 steps!🤠JBG

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You've heard this one, that Howard Schultz, Founder and CEO of Starbucks said,“We are not in the coffee business serving people, but in the people business serving coffee.”I witnessed this attitude recently in the wild (in real life). While the attitude was not surprising, where I saw it and who I heard it from were surprising.A few days back I went out to lunch at Taco Bell (because I rarely eat there, right? 😉).I was pleasantly surprised to see a new location near an appointment I had. Of course, one of the reasons to love a place like Taco Bell is the consistency, you always know what you're going to get.After the cashier took my order, I asked about the new location and if it was staffed by existing employees from other stores, or if they were all new. Her response went something like this..."Most of the people who work here worked at other stores. I'm new here. I mean I'm new to working at this Taco Bell, I'm not new to working in customer service. I've also worked at..."This was a Taco Bell employee who couldn't have been more than 20. She doesn't see herself as working in the restaurant or fast food industry.She doesn't see herself as working in the growing taco industry.She sees herself as someone who works in the service industry.And that will take her far in life.What industry do you work in?🤠JBG#everythingspeaks #customerservice #customerrelations #restaurantmanagement

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My son who works in a fast food restaurant shared with me that one of his friends was promoted to Assistant Manager.Apparently, those 16 letters wouldn't fit on a nametag, so the general manager shortened the title to Ass. Man.The employee complained, but the manager doesn't understand why he is bothered with that title on his nametag.Like I always say, everything speaks. What is "everything" saying about you and your business (and your relationship with your employees)?🤠JBG#everythingspeaks #customerservice #customerrelations

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I've heard some chatter about the Super Bowl and how one mishap that led to the 49ers loss was a misunderstanding of Over Time rules.The same thing happens in business, every single day. It looks like this...Businesses that understand the rules of CX and customer service grow and thrive.Businesses that disregard or misunderstand the rules of CX and customer service struggle to run a successful business.Here's the thing, understanding the rules doesn't mean that you have a deep understanding of customer experience. It can be as simple as putting customers first in all of your business decisions.Another easy strategy that I've seen employed is consistent customer service training. Most organizations don't offer any kind of customer service-specific training during the employee onboarding process. AND, many of those who do employ training, only do it once and fail to reinforce it with continuous training.Understanding the rules leads to victory. Weird, right?🤠JBG#everythingspeaks #customerservice #customerrelations #customerexperience

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When we moved to a new city a couple of years ago, I needed an auto mechanic, so I asked a family member for a recommendation.I called the place they recommended but no one answered so I went somewhere else.As I searched Google to find the right mechanic, I didn't just look at the highest score, or the number of reviews.I looked at the low-score reviews and what people were complaining about. More importantly, I was reading how each of the mechanics responded to complaining customers.When I found a mechanic that responded to every review and did his best to make it right with the complaining customer, I knew I found my guy.About a year ago, this same mechanic called to see if I left the negative review on Facebook and if so, what he could do to make it right.Sean explained that he couldn't see who wrote the review, but they mentioned their Honda Accord (which I own).He was calling EVERY customer who owns a Honda Accord to identify who left the review AND try to solve the problem. If you didn't know, the Honda Accord is the most popular car in America. So it's not like he only had to call his one customer who drives a Bugatti (not me)--he called EVERY Honda Accord owner.He didn't wait for the customer to complain directly to him. He knows that word of mouth is powerful and even one negative mention on a social channel can negatively affect business.Additionally, it builds confidence in MY decision to work with him.Do you wait for your customers to complain?Or do you PROACTIVELY solve their problems?🤠JBG#everythingspeaks #customerservice #customerrelations #wordofmouth #automotive

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"DON'T CONFUSE THE GUEST!!!"My colleague Reese used to say this all the time when we worked in hospitality.Chances are you're doing something that confuses your guests (customers, clients, patrons, patients, etc.). You just don't realize it because you work there and understand how everything works.I had to run downtown today and had a moment of confusion when I wasn't sure which parking meter to pay for. The double meter was right in front of my stall but the arrows indicating which stall to pay for point to either side of my stall.I counted the number of meters from the South corner, and according to that count, I should use the meter on the left.I also counted the number of meters from the North corner, and according to THAT count, I should use the meter on the right.An easy way to improve your customer experience...Don't confuse the guest!🤠JBG#everythingspeaks #customerservice #customerexperience #customerrelations

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