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How to Create Happy Customers – Start With Yes

Have you ever had a request from a customer that was just completely ridiculous? Did you do it anyway?

The only thing that makes any request ridiculous is our perception of the request. If you run an ice cream food truck and someone comes up looking for coffee…you might think that’s ridiculous. For whatever reason, that lost customer didn’t think it was ridiculous… hhmmm. So adding a coffee pot, that’s pretty simple. Adding an espresso machine, not so simple.

Since our job is to solve problems for other people, it stands to reason that the more problems we can solve the more customers we will have. Now, we have to balance cost/benefit for sure, but the more times you say YES, the more happy customers you create…and the more happy customers you create, the better your bottom line will be.

Don’t get hung up on “that’s not what we do here, man” kind of thinking. Make your business about solving problems rather than ___. And if that scares you, good! Real growth only occurs outside your comfort zone! So get out there, say yes, and enjoy the benefits!

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How To Deliver World Class Customer Service

When was the last time you experienced bad customer service?

See how easy it was to remember that time? I recently read some stats that said 1 in 3 BAD customer experiences get shared with friends and/or social media but only 1 in 14 GOOD experiences. So it stands to reason that we have to create many more positive experiences to get the same “credit” from our customers.

https://www.youtube.com/watch?v=RQedV5WcdIQ

Piggybacking on yesterday’s topic, it’s the little things, done over and over, day after day, that create positive customer experiences. You might buy hundreds of things off eBay…then you get that one thing that doesn’t live up to its pictures…

And tying in the concept that you can really only have one priority at a time, the only real, long-term priority any business can have is making customers happy! Because without customers, there’s no need for anything else, right?

When everyone on the team is focused on how they can serve the customer, how THEY can solve problems for other people…that’s when it all just works. Now, YOU as the business owner/leader owe the team something as well…but we’ll save that for another day! (Be sure to like & follow if you don’t want to miss the answer!)

when everybody takes care of the customer every day, it just works. focus on your customer and everything else works out.

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Stop Wasting Time

It’s a saying you hear all the time…at least I do…and it makes my skin crawl!

All week we’ve been talking about how to get stuff done and be more EFFECTIVE if your pursuits so you have the time to enjoy the benefits of being an entrepreneur. But even entrepreneurs say this all the time…and it’s all I can do to maintain my composure and not fly off the handle with them.

https://www.youtube.com/watch?v=-8rXrwjkMYE

The truth of the matter is that your time is the most expensive resource you have available to spend and discounting or being dismissive of it’s value hurts you in the long run. Be SUPER PROTECTIVE of your time! Don’t waste it and don’t let anyone else waste it either! Don’t be afraid to interrupt an unproductive meeting, ask to adjourn until everyone is prepared! I GUARANTEE next time everyone will come prepared!

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Will you choose to succeed?

Are you making the choice to win today…or just gonna sit back and let whatever happens…happen?

Just like our quote on Monday from MJ, you have to expect to win. Sounds a little like hubris or arrogance, right? But here’s the thing, if you don’t expect to win, then what are your expectations? That you’ll stumble into a happy little accident?

Now I know many people believe that they are not in control of their day, of their outcomes, and consequently their life. What do YOU believe?

The reality is that while we may have limited control over the circumstances presented to us each day (maybe), you do have 100% control over how you CHOOSE to respond to them.

And as our quote of the day from Tony Robbins points out, “It is in your moments of decision that your destiny is shaped.” Every choice you make, everyone, write one letter in the story of your life. Make sure you are writing the story you want to read!

Have a great Friday, rest & rejuvenate over the weekend and I’ll be back on Monday with more!

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I Know Why You Haven’t Started Yet!

Yep, that’s right… I know why you haven’t started yet…and so do you!

You’ve convinced yourself that you’re doing the “responsible” thing by studying, gathering more information, and making sure all the i’s are dotted and t’s are crossed. Oh, and you just found another book or YouTube video about it that you need to read, then watch, then study the differences to figure out … I can’t even finish typing that sentence!

The reality is you’re afraid, but not afraid of failure. No, we all fail, every day. Sometimes in big, spectacular way but more often in small almost insignificant ways that have a funny way of training us!

No, you’re not afraid of failure… you’re afraid of the perceived ego shot that would go along with failure! PRIDE is keeping you from stepping out and playing your role in the universe! PRIDE!

“But Thom, you don’t understand…I have a lot to lose if I get this wrong.” I’m sure you do! In fact, that’s EXACTLY WHY you NEED to step out. Do it! Don’t jump in the baby end of the pool, hit that deep water that will challenge you. (Because it’s that challenge that makes the whole thing worth it…but that’s for another day!)

Stop letting your pride deprive the rest of us of the art your unique set of talents and gifts are intended to create! Your being selfish…stop it! Stop asking “What else do I need?” and start asking “What if I did!”

When you’re ready to get off the bench and make great things happen, DM me. I will help!

PS – Today’s quote comes to us from none other than THE @JockoWillink, “Stop researching every aspect of it and reading all about it and debating the pros and cons of it…Start doing it”

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But What If You Could?

But what if you could?

Those are magical words…no matter what the obstacle, constraint, or impediment, those five magic words just sweep all that aside and give your mind the room and freedom it craves to imagine the possibilities!

Want to start your own business…but what if you could?

Want to create a non-profit to help communities in need…but what if you could?

Want to quit your job and live on a sandy beach somewhere…but what if you could?

What’s your “impossible dream”? Share it in the comments! I’d love to hear what you’re dreaming about doing…if you could!