A summary of things you should know about Nice Guys Finish First according to Doug Sandler: Introduction In this episode Doug Sandler gives a full preview of his book, NiceRead More
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]]>In this episode Doug Sandler gives a full preview of his book, Nice Guys Finish First, where he discusses how a great experience can make someone a customer for life.
In his book Sandler shares a very original consultative approach to putting the “human” back into client relationships in order to build trust that results in exceptional customer service. The goal of the book is to show you how to advise customers on making good decisions, build a longer lasting relationship with them, and develop a stronger sense of personal character.
This book is perfect for entrepreneurs who are having a hard time keeping customers and need a practical way to overcome the challenge of taking their business from good to extraordinary.
I wanted to make a simple book and an easy read. There is no magic bullet in business today but there is a system that I’ve put in place that is so simple.
You can pick this book up and read it from any chapter. Half of the book is based on systems and the other half is based on the behavioral approach you can take.
That’s any easy one for me because the title of the book, Nice Guys Finish First, is really what it’s all about. The one concept that I would like the reader to walk away with is that nice guys finish first.
The book came together as a result of trying to figure out what I would like to read and what I thought entrepreneurs would like to read in trying to advance their business forward to the next level.
I start with a little bit of a background on me. The book is called Nice Guys Finish First because the philosophy behind this entire system is that you can be nice in business today and still be very successful. Being nice is giving back just as much as you are taking.
I talk about technology because in today’s technology age we really have a tough time with those sixteen digit numbers that we’ve all become to the company’s that we work with. I talk about how to use technology to your advantage as opposed to using technology as a tool to hide behind the issues that you may be having with your business.
Then I start to get into what it means to put the customer first in your business and how we can create an attitude that represents that.
As you get into three or four chapters of the book we start to get into the systems. We talk about the system of investing energy in your resources, investing your time in your client, inspiring your client to take action and come up with a plan, and then execute. It’s really not just about executing a plan to bring your product to this customer or to create a great culture of customer service; it’s to execute your plan excellently.
As we start to get into the second half of the book we talk about how your customer needs to trust you and how you want to take a consultative approach to selling.
As we get into the last 3rd of the book I talk about empowering others and how important it is especially as a solo business owner. This includes delegating responsibilities and not being the ironfisted leader. I talk a little bit about leaders and how important it is to be a leader that leads by gratitude rather than a leader that does not show the way but tells the way.
In the last couple of chapters of the book we take a look at the positive environment that you have to create within your own head.
As I get to the final two chapters I talk about the importance of failure as a part of success. As we conclude the book I really get into the important areas that you need to focus on in your life. You need to focus on time management, money management, and relationship management. I wrap up the book talking about where to go from there.
NOTE: That was just a summary. To get the full deep dive, play the audio clip at 05:49
“The shortest answer is doing the right thing.” – Unknown
I spent 48 years running an entertainment business as a DJ. About two years ago I turned a switch and decided that I could teach people to do what I have done which is build a business.
A few years ago I made a call to a credit card company and I was asked to enter my sixteen digit number followed by the pound sign. As I went through this phone call I kept thinking that there has got to be a better way than this. I figured that there had to be a way that I could teach what I’ve done over the last 30 years to those that are just getting started now so that they can avoid the mistakes that I made.
Think and Grow Rich by Napoleon Hill
Who Moved My Cheese by Spencer Johnson and Ken Blanchard
Buy Nice Guys Finish First by Doug Sandler on Amazon today
Visit DougSandler.com to learn more about Doug and his book
Follow Doug Sandler on Facebook and Twitter
Get a personalized book insert by contacting Doug via email here
Download the full transcript here (coming soon)
Listen on iTunes, Stitcher , and SoundCloud
Related books:
Customer Experience 3.0 by John A Goodman
The Trusted Advisor by Robert Galford
Advisor Selling by Mark Hunter
Relevant advice and tips:
7 Reasons Why Your Sales Skills Suck
What did you like and not like about this episode? Fill out this one minute survey here.
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]]>A summary of things you should know about Customer Experience 3.0 according to John A. Goodman: Introduction In this episode John Goodman takes a deep dive into his book, CustomerRead More
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]]>In this episode John Goodman takes a deep dive into his book, Customer Experience 3.0, where he shares his high-profit strategies in the age of techno service.
In his book Goodman provides a roadmap to enhance the customer service experience by using the best tools and strategies available today. The goal of this book is to teach you how to create an effective customer access strategy, use customer feedback properly to enhance your product, improve your marketing efforts, and use CRM systems and other tools to deliver customer satisfaction.
This book is for entrepreneurs who struggle to take advantage of and properly manage the customer service tools that are available on the market today.
We find that everyone talks about customer service and customer experiences really good because you’ll win more customers but there is no quantification done in a way that finance guys will ever agree to. The book is aimed heavily at how to quantify the payoff of better service and quality and customer experience in a way finance will actually accept. Another difference is that all the new technology has now allowed one to deliver great service and wow the customer at very low expense. We focus on the financial implication and how one intelligently implements technology.
You can jump in and out but to give yourself the ammunition you need to get finance and marketing to really invest with you it makes sense to read it from front to back.
It would be that the revenue and word of mouth implications of a better customer experience are 10 to 20 times the cost required to achieve it. So you are guaranteed 1,000% return if you do your quantification in the right way.
The first chapter is Why Good Service Might Not Result in a Great Experience and that’s about knocking down all the myths that everybody brings to the customer experience arena.
The second chapter is about how service is more than people. It’s more than smiling and being courteous. There has to be really good processes because most of your staff are implementing processes and if they’re constrained by that then they are backed into the corner oh well sir I’d like to do that but I can’t because. This is basically setting the stage that you need to have technology and processes that support the people.
The third chapter is about winning over the chief financial officer. In this chapter we show how you can quantify not only the revenue payoff of better service and quality but also word of mouth because successful companies have very positive word of mouth.
Chapter four is about how to deliver a product right the first time which entails setting proper customer expectations.
The next step after delivering the product is getting the customer to reach out to you if they have problems.
The sixth chapter is when someone comes to you for service you want to be sure that you satisfy them. Two things that most frontline staff lacks are flexibility and clear believable explanations.
The seventh chapter is Listen Passionately which is creating a unified voice of the customer. Most organizations say the voice of the customer are their surveys and their complaints but there are two other sources of data that are critically important and in many cases more powerful. The operational data internal to the company is going to tell you hours before the customers do. The fourth piece is the employee input because employees know real time and in many cases in advance what is going to happen. So we find that these data sources integrated in such a way that they create the economic imperative for action make a voice of the customer system that is dramatically more powerful than the average company has.
The last three chapters of the book focus on three key implementation issues where I see everyone is driven nuts. The first one is taming technology and here we have come up with a number of mechanisms for how the costumer experience area can play nicely with the IT department. I suggest how 10 different technologies can be used to enhance the customer experience.
The ninth chapter focuses on empowering the frontline staff and creating emotional connection with the customer. This chapter looks at a lot at training and incentives but the most critical factor that doesn’t work well in most corporations is the supervisor. The role of the supervisor is not catching people doing things wrong its recognizing people for doing things right.
The final chapter is about surviving as the customer experience leader. In this chapter I suggest seven roles that a customer experience leader should be performing and two that they should be avoiding because they are keys to disaster.
“No news is not necessarily good news.” – John A. Goodman
I am an engineer by trade and have been in this business for about 40 years. We started out doing research for the government and since then have worked with about 45 of the fortune 100 and a bunch of nonprofits in 17 countries around the world. We have worked literally in every industry enhancing customer service and the customer experience.
In 2009 I had written a book, Strategic Customer Service, which was how companies needed to array their operations to deliver really good customer service. In the last five years I saw technology coming in in so many areas that I felt I needed to update it.
In Search of Excellence by Thomas Peters and Jan Carlzon
Buy Customer Experience 3.0 by John Goodman on Amazon today
Visit CustomerCareMC.com to learn more about John and download the national rage study
Follow John A Goodman on Twitter
Download the full transcript here (coming soon)
Listen on iTunes, Stitcher , and SoundCloud
Related books:
Moving Targets by Gabriel Aluisy
Hooked: How To Build Habit-Forming Products by Nir Eyal
Aligning Strategy and Sales by Frank Cespedes
Relevant advice and tips:
5 Simple Ways Entrepreneurs Can Attract Customers
What did you like and not like about this episode? Fill out this one minute survey here.
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