Episode 340: 7 Ways To Coach Your Team To Great Customer Experiences

Have you ever walked into a restaurant, only to be met with indifferent waiters and lackluster service? Or tried to contact a business, only to be left on hold for what feels like an eternity? We've all been there, and it's a frustrating experience that can leave a sour taste in our mouths. But for businesses, it's more than just a frustrating encounter – it's a slow death. Ignoring the customer experience is a surefire way to lose customers and damage your brand's reputation. On the flip side, successful businesses know that treating the customer as king is the secret to their success Are you ready to turn your business into a customer experience powerhouse? Tune in to today's episode of Bella in Your Business: Pet Industry Business Podcast, where I will spill the tea on seven insider tips to improve your customer experience game. Drawing from my own experience, I'll share practical advice on managing client expectations, streamlining communication, and building trust. From clear communication to client-centered onboarding, I'll reveal the keys to success that will take your business to the next level. Don't miss out - listen now and start wowing your customers today!   Let's dive in! Topics Discussed and Key Points: Seven Tips for Businesses to improve their customer experience Simplifying the communication process with clients Retaining clients and employees by perfecting onboarding methods. How to cultivate a positive attitude and transparent culture in business. Strengthening  trust and achieving  success in business The importance of supporting and empowering staff Importance of Community Timestamps: [01:23] Introduction, customer experience [02:49] Asking the right questions [03:57] Let clients know what the next steps are [05:02] Document everything [04:00] Manage expectations [06:51] Streamline communication [08:19] Back up your staff [09:47] Moving to solutions [13:02] This month on the Mastermind [14:26] Benefits of a supportive community Notable Quotes: [00:04:27] “You need to let the clients know what the next step is. By doing this, by managing people's expectations, what you do is they gain trust in you.” [00:04:34] [00:09:21] “Sometimes it's better to hand it off to the staff and through that, they get to see that you trust them, that you value their opinion, that you realize that they're a valuable member of your team. And all of this is going to help solidify your company culture.” [00:09:38] [00:09:44] “Always when you have these conflicts, you want to be moving towards solutions, not talking about the problem or playing the blame game or nitpicking who did what.” [00:09:54] [00:10:35] “You also need to go through situations to provide a beautiful experience for people. That means always moving to solutions. It means backing up your staff. It means setting expectations. It means having streamlined communication. It means letting the buyer know what to expect, and what your process is. It means asking the right questions.” [00:10:57] [00:11:31] "Onboarding is where a lot of people lose a client. Onboarding either takes too long. There are too many steps. There are too many stops in the sales process. You need to be looking at this from a client-centered focus, not from yours, not from your ego.”[00:11:48] Links: Resources Podcast: Bella in Your Business: Pet Industry Business Podcast Join Mastermind Email Bella: [email protected] Sign up for a 20 mins call Did you love this episode? If you liked this episode on customer experience, please head on over to iTunes and leave a five-star rating and review. Every single review helps get this community bigger, stronger, and better. It gets other jumpers just like you into the community. Always remember when life gets down, Always Keep Jumping! Transcript: Welcome to another episode of Bella in your business. My name is Bella Vasta. Today we've got quite the show for you. We're drawing on some of the goodness that is happening right now in the mastermind in May 2023. We are talking all about customer experience. And as our previous guests Eddie Cristian describe to us customer experience is being on the offense and customer, and customer service is being on the defense, it was cool. If you're a mastermind member, you want to go check that out. But first, before we get into the show, I want to do a major shout-out to some of you. I've been inviting you guys to call me. And like let's set up a call for the free 20 Minute Calls at jumpconsulting.net/20. And I've had the pleasure of speaking with a bunch of you. Through that, I learned that you're not just listening to me while you're walking dogs driving, or folding laundry. Like I usually say, Leah, is getting her Bella in your business while she's in the shower, which is amazing. Because she's just she's getting it however she can get it. I talked to Kristen and Kristen was digging ditches in her backyard and she had her earbuds in so that she didn't have to remember that she was doing a task that she didn't like, you guys, I love it. I love hearing where you're listening and what you're doing. So keep that coming shoot me an email, [email protected]. Well, today we're gonna get into some lessons learned. We recently at jump consulting redesigned our website and it was a total train wreck. For any of you who have ever designed websites, you can't expect it not to always go completely smooth, because there's just too much stuff with tech that you cannot foresee. And that's okay, that's expected. What isn't expected is when you have one of the most worst horrible experiences with a company. And things get sideways, there is just hostility, there is a lack of communication, there is blaming, and there is a lack of professionalism. And if you're in the mastermind, you know what I'm talking about, because we talked about it in depth there. But today, I'm going to use that experience. And I'm working to make out lemonades. We're going to make lemonade out of these lemons, I am going to 1234567 we have seven different things that I want you to remember when you are doing customer experience and customer service. Because this is on both ends of it. It is the defensive end and the offensive end. And when you encounter situations where the company or, or your clients, I want you to remember these lessons that we learned. So the very first thing that any business should do is they should ask really good questions and the right questions. If you guys have downloaded, my sales class, my phone script class that's on the website, it's only $79. We talk a lot about that during that discovery phase. That's what we're asking all the questions where we get to understand the client's pain points, their specific pain points. And knowing this stuff, and doing the investigation, asking the right kind of questions will deter you from making mistakes in the future. Now, when it comes to the website example, we had two websites that were emerging, and for the lack of communication or lack of questions, the clients aren't going to know the right information to tell you that's why they're hiring you. They're the expert. As the expert, you need to know things like how does your dog react around other dogs? How does your dog react when people they don't know come through the front door? All of these are important things to ask and to know. But at the right time during the onboarding process. The next part about that kind of coincides very easily with that is to let your clients know what the next steps are to manage their expectations. What do I mean by this? Oftentimes, I see pet sitters fail at this because people will fill out a form on their website. And then crickets, the client has no idea if they got the form, and they have no idea when they're going to contact them back. And one of those will reach back to you in 24 to 48 hours is not what I'm talking about either. That is drastically hurting your sales process. But you need to know what the mean you need to let the clients know what the next step is. By doing this and by managing people's expectations, what you do is they gain trust in you, they start to know that they can follow your lead and that you truly are the expert, and that all of the voices in their heads can subside. Also, if they know what to expect their anxiety will go down and they also know what steps of the process are coming up and where things are going to be appropriate. So definitely let your clients know what the next steps are. The other thing I would do if you or ever in a situation with a contractor is document everything. Now, you might think that email is enough, and it's a really good start. But sometimes email threads even get really out of hand. Email is for email, it is like a full-on conversation, it's a document, it's a letter back and forth. Okay? It is not a text chat, it is not something for one-word answers or one-sentence answers, and like 26 threads deep, that is not efficient communication with your clients. That is not efficient communication with your staff or inter staff period. Emails, and should be clear, concise, have good subject lines, the subject lines should change as it goes through. All of this stuff is going to help give your clients a better experience when they want to look at or recall any kind of information that they might need. When they have clear subject lines, it's easy to search for also internally inside of your own business. So you want to make sure that you have clear emails, clear communication, and that everything is documented, so that no one can ever really come back at you and say, Well, you promised this or you said this, or you can hold someone else accountable to it.