“Life the number 1 thing that npeople screw up on is this they buy stuff stuff they don t need nit s that simple go look at your closet sometime percent of the crap at the bottom of your ncloset are clothes you don t wear anymore and yet you paid for because you thought you needed them and you wanted them imagine if you could turn nall that stuff back to cash or if better still you never bought it that cash should be in the bank. Right. Now nmaking interest for you or an investment that pays ninterest or a dividend. But no it s sitting at the nbottom of the closet dead money thats.
What that is that s a huge problem so think about this let s say you actually owe n200 bucks on your credit card and you are passing a hot little coffee spot and you are thinking about getting na cappuchino for 2 dollars 30 cents. Don t do it pay off the 200 bucks first don t nspend money on stuff. You can t afford it costs 15 cents to make coffee you re paying somebody n2 dollars and 30 cents. The rest of that could have nbeen used to reduce your debt that s the whole deal don t buy stuff you don t need make you nsure you go through every single month in a way that you respect money nwhich will somehow pay back you look at the world around you where ideas were born nwhere individuals started in garages.
Where did microsoft where did apple. Where did amazon where did google nwhere did facebook come from they came from ideas that people nfelt something could be done and that they could make a difference so as you go out into this world. I would hope that you look at being ethical and holding the value systems. Which nyou want this country to have if you think you cannot make a difference.
I d say you very well can make na difference. If you so desire if you speak or sit next to a nobel laureate he never tells you that he won a nobel prize nother people tell you so let humility be your best defence and i would say that you ll always need to take a view there and you shouldn t merely nconsider yourself successful based on the prosperity nyour gain for yourself. But you should go home at night feeling nsatisfied. If you have made a difference that difference is something neach one of us can make we ll have failures and nwe ll have frustrations.
But it s a continued commitment nthat. We have to the world around us you know nworking the real world. I would say it is important to be well rounded. It is important to try different nthings or take some risks and you want to aim high nenough that you fail a few times.
I think that is nthe natural part of the process. If you work on really difficult things nyou re better off because you have no compettion others are not nworking on that difficult a problem and even if you fail you end up ndoing something great in the process. My advice to the young people. Any mistake is a wonderful revenue for you so i tell it myself and ntell to my young people before you turn 20 years old nbe.
A good student. Wait to entrepreneur njust to learn some experience before 30 years old follow somebody ngo to a small company normally in a big company nit is good to learn processing. You are a part of a big machine. But when you go to a small company nyou.
Learn the passion you learn the dreams. You learn how to do a lot nof. Things at one time so before 30 years old it s not which ncompany you go. It s which boss.
You follow that s very important na. Good boss teaches you differently from 30 to 40 years old nyou have to think very clearly would you work it for yourself nif. You really want to be an entrepreneur. When you are 40 to 50 years old you have nto do all the things that you are good at don t try to jump into the new area nit s too late you may be successful nbut.
The rate of dying is too big so 40 and 50 think about how you can nfocus on things that you are good at. But when you are 50 to 60 years old nwork for the young people because young people can do better than you so rely on them invest on them nand making sure they re good. I told a lot of people nit doesn t matter how many times you fail if you get it right nyou. re an overnight success.
All you have to do is get right one time. I mean the thing about nbeing. An entrepreneur is there s just all to you you know a lot of people like to make excuses you know if you find something nthat. You like to do or love to do be great at it and see if you ncan turn it into a business in the worst case.
You re going to have nfun. Doing what it is you love to do and best case you can turn it into a business. I m just not big on excuses ni just think if you really everybody has that opportunity to go for nthey just kind of do it you know i sold powdered nmilk and that was a disaster. I had my senior year project.
Nin indiana. Was opening up a bar that got closed because of a wet tee nshirt contest with a 16 year old that was a disaster that was good because nit kept me out of the bar business. I got fired from my first job nin. The software business because i wanted to close the deal instead nof going out and closing the sale.
I mean instead of coming nin and sweeping the floor it didn t matter. How many times. I failed. I just kept on going and going nand going and entrepreneurs need to realise that nsometimes.
It s not the idea it s not who you know it s not how nmuch money you have the access to it s really finding something nthat. You really love to do i had no idea. I loved ncomputers and technology none. I mean i took one class in nindiana in computers.
And i cheated to get through it nthat was fortran back then then i bought a little pc. Na 994a from texas instruments for 99. Started teaching myself to program and found four hours later five hours later. I would look nup and i d been working this entire time and i loved it and so that was the difference nwhen.
I failed a lot of times and i really didn t know nwhere. I would find my success u go from here customer nservice and you graduate over. Here customer experience . Let me explain what i mean by customer experience look whatever business.
You run. If you have nmore than 100. Customers you will generally be able to tell me that you have some vip ncustomers. Everybody has vip customers.
This is not about discrimination vip customers to american express is called nblack card vip customers to american airlines is called nexecutive platinum or executive or gold member that they get priority seating right. A vip customer for sephora makeup. For ladies ncould..
.
Be called beauty. Insider sephora does very well because they have this nbeauty insider. Group. Where the girls who are part of beauty insider get samples sent to nthem before everybody else.
That s sephora. They do a phenomenal job with beauty insider nthat s worked very very well they get it before all the other customers your vip vip amazon is prime there are many of them that i can give you the vips you re hoping to get many of them nhere customer service to be converted in to vips and they only get converted here nbased on what customer experience. So what is customer experience proactive proactive is the way you treat them the details customer experience is all about details. So if i call american express black card nor if i call visa black card mastercard black card and they ll tell me up your wife s birthday is coming up any plans.
We see that last time you went to bacara hotel. Do you want to do the same thing do you want me to look for something how about you give me this afternoon. And let nme look for something and get back to you customer experience. Then they send me an email and they call me.
When is a good time for us to get on the phone 15 minutes. So let me tell you what i found if you want to do something very. Extravagant. Nwe.
Found. This. One. Place and we can.
Do this experience and . . And it s do unique and nlet. Me.
Tell you what it is you re wife s really going to like it tell me what things your wife. Likes experience experience amazon could go out there and find exactly nwhat things you buy and see your buying trends and they give you a better experience. It doesn t matter what it is it all goes to the experience. Part or you go into apple.
And you talk to one of nthe guys at apple and they talk to you like you are a regular human being you don t feel like you re scripted. Too nmuch. Although. They have a script as well that they ve ngot to follow.
But it s just talking to you zappos the same way they re talking to you they re listening to you tell me about how s your day. You don t hear too. Many me about your day. Think about that small little side question nthat.
You call somewhere you call chase for customer service yes i. m. Trying to handle this okay. Great let me place you on hold let me.
See. What i can do do you have a case. Number for this. Okay.
Thank you okay have a great day bye bye. Done instead okay. Patrick bet david thank. You nso much by the way patrick.
How was your day today and i m going to say whatever i m going to nsay. I m going to give them it s great thank you for asking by the way thank you for your loyalty. I can see you ve been with us for 10 years we appreciate your loyalty with us hey somebody appreciates my loyalty i m a loyal human being no problem i ve been a loyal customer. We re proud to put is loyalty right hey we.
Appreciate you thank you this customer service goes to here customer. Nexperience and the more you can take people from here n. Customer service to here customer experience. The better off you re going to be with your nbusiness.
Let me help you think about it maybe in a nway that will make sense to you a little bit more. And we ll wrap up this episode is this so when it comes down to the dating game. Just think about it this way. There are a lot of people that just snap nboom.
They want to go out and be promiscuous all good. It s a philosophy. If you want to do that nthat s good in business. If you treat your customers like nthat or even women like that your reputation spreads.
If you treat customers like that or anybody nlike that reputation spreads. And it s not always the best reputation to nnot treat people properly. So. Then there is just one night stand philosophy.
Then there s dating philosophy. Then there s marriage philosophy. Your vips are marriage your vips are marriage your vips are people that go from dating to nmarriage. They re kind of trying your product.
They like it. Ah um great wow. They treat me so..
.
Well. I want to marry nthese. Guys. And i want to go there regularly and then i want to tell other people they become your best recruiters vip.
Members become your best recruiters best recruiters they recruit for you for. Free all that million dollar ad on tv. That you re ntrying to do or whatever. It is you re trying to do you don t have to do it because they re doing it for free if you nconvert people into vips.
They are so valuable. This is why some companies there s nothing ndifferent zappos does except for the fact that they create incredible customer service. They don t make shoes. They don t make shoes zappos doesn t make shoes they re not toms.
They don t make shoes. It s service. It s purely service for them they give incredible service. They send you return you don t have to pay nfor return.
If you don t like it they ll pay for it. It s purely a service game. They re not playing the cheap game they re playing the service game with you it s so valuable and then all of a sudden nzappos gets valued at it was bought for a couple billion dollars. Whatever the number nis tony hsieh is a customer service guy so i know a lot of times especially startup.
Nentrepreneurs are people that you want to become a millionaire yesterday. I get messages that s great you know maybe don t tie. It to believe me if you ntie it for more people being happy doing business. I had a conversation this morning with a nfriend of mine who s one of our executives in our company.
He s a doctor dr. Cooper. He and i were having a conversation together nand. He said.
Me something about why i chose to work with nyou and he said all i said is my entire experiences of working with you how it s nbeen and he s going into this whole story. What nhe s telling me on this call. We re having early early call that we re having here this nmorning. Which was a fascinating call.
I m sure he appreciates that call. But that s na shout out he and tasha just had their 20th anniversary. So we re having this call together and all nhe was telling me. While i m listening is our experience together why he s still here he left a six figure job to come here he was a principal.
The youngest principal nin. The san bernardino valley area. But he came because of the experience he had nand he is my customer now we ve become very good friends. So it s npast.
A vip and the more we have of that that we treat npeople properly the more they tell everybody your business gets stronger you can t have this wam bam type of a mentality nand your business isn t growing because you re not paying attention to your customers. So go back again. The initial exercise make na list of the five businesses that you go to regularly and ask yourself why do you go nback. You will be amazed how all of them will generally nhave.
One of these things here one of these things here now you may say convenience. It s very close that s part of fast so any of that stuff that you write down is ngoing to be part of one thing. And then for your own business. Ask yourself n to a whole different level to add customer nexperience to my business and to give birth to more vip customers.
And what can i categorize as a vip customer nfor. Me. What do you categorize as a vip customer for nyou and what can you do to promote more people from regular to vip customers that in itself is going to make you a ton nof money depending on how big you want to build it will do you very very well growth wise nword of mouth. People want to do business with you regularly over and over and over nagain.
So that s my message today for you on customer nservice and customer experience. Mario where s our. Pillow do we have our pillow i can no longer say. 100000 subs because we nare now at 100000.
Subs. What is exciting is we already got many hundreds nof emails of people that said they re making that video on why i love valuetainment and. Nif you don t know about the. Video we just crossed 100000.
Subs and mario asked me to nannounce a contest to be able to privately mentor. Three of you here in my office in dallas ntexas for three hours to go through your business plan and put a strategy plan together for n2017. We re planning on doing it sometime in the nmonth of december. But you ll need to submit a 3 minute video.
And all the details let s nput a link somewhere. Here where people can see it you can go to. Patrickbetdavidcom as well nboom and you ll see the details as well. So 100000.
Subscriber celebration contest. Nyou can find out more details about that. But if you haven t subscribed yet to the channel nplease do so click on the link below here. And if you have any questions about customer nservice and customer experience post your comments and thoughts on the bottom take care everybody.
” ..
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“For detailed notes and links to resources mentioned in this video, visit http://patrickbetdavid.com/customer-service-vs-customer-experiencennVisit the official Valuetainment Store for gear: https://www.valuetainmentstore.com/nnCustomer service vs. customer experience; Do you know the difference?nnOne of the best exercises for you to do is make a list of companies or businesses that you go back to over and over and over again, and ask yourself why.nnOn the left, list five companies you return to again and again, and on the right write the reason for doing so.nnFor instance, on the left write, “I go to this restaurant at least once a week” and on the right write, “I go there because _____________.”nnThe thing that goes into the blank is generally one of these six reasons. They will give you a lot of clues for your own business.nn#1: Fast – 0:38nn#2: Quality – 0:49nn#3: Cheap – 0:57nn#4: Luxury – 1:10nn#5: User Friendly – 1:23nn#6: Customer Service – 1:38nnSubscribe to the channel: http://www.youtube.com/valuetainment?…nnValuetainment- The best channel for new, startup and established entrepreneurs. nnSchedule: New episodes every Tuesday and Thursday on a broad array of entrepreneurial topics.”,
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