REAL AF with Andy Frisella - Customer Service 101, with Andy Frisella - MFCEO10

00:00:00.000 All I do is work, work, work, never run the sidelines, I only, hustle, hustle, never take your day off, I only, work, work, work, I don't mess around, kid, I only, can't, can't, can't, what he never seems, get you, all I do is work, what's up guys, it's Andy Priscilla, the MFCEO, and you're listening to my podcast, the MFCEO Project.

00:00:21.040 If you don't know who we are, fucking Google it.

00:00:23.400 All right, me and Vaughn have been sitting here for the last 10 minutes trying to work out an intro for the podcast, and I keep fucking it up.

00:00:32.980 Yeah.

00:00:33.160 So I'm just going to say whatever the fuck I want.

00:00:34.880 Yeah.

00:00:35.260 So hello.

00:00:36.320 You're not a strong reader.

00:00:37.320 No, I'm not.

00:00:38.060 I read on a second grade level, but I speak on a third grade level.

00:00:42.440 That's true.

00:00:43.220 All right, guys, so this is the new podcast.

00:00:45.540 I'm here with my two badass co-hosts, Mr. Ben Newman, a professional speaker, best-selling author, and performance coach who works with elite athletes and executives all over the world.

00:00:58.660 What's up, Ben?

00:00:59.300 What's going on?

00:01:00.360 And Mr. Vaughn Kohler, a former pastor and college instructor who's now a professional writer and communication consultant.

00:01:07.960 What's up?

00:01:09.060 I'm trying to think of a witty response.

00:01:11.360 There's no witty response.

00:01:12.680 Say hello, Vaughn.

00:01:14.100 What's up?

00:01:14.560 The intro that you wrote was too hard for me to read, so that was the intro that we did.

00:01:19.080 That sounds good.

00:01:19.780 And that's what we're going to run with.

00:01:20.900 Yeah, I like it.

00:01:21.880 I like the Google.

00:01:22.680 Fucking Google it.

00:01:23.400 Or here's an idea.

00:01:24.300 Listen to the other podcast.

00:01:25.100 Listen to the other podcast.

00:01:25.800 Where we talk about it.

00:01:26.680 Yeah.

00:01:27.080 So, hey, so we've had these emails asking to know a little bit more about Ben.

00:01:32.400 I don't know if people want to date him or what, but they want to know a little bit more about him.

00:01:36.180 They saw his periscope of him mixing his protein, and they think they're going to need a date.

00:01:40.860 But the truth is, Ben is happily married.

00:01:44.020 Yes, he is.

00:01:44.740 With a family.

00:01:45.360 He is.

00:01:45.720 So regardless of his awesome protein mixing skills, which we just displayed on my Periscope,

00:01:50.500 you can't go back at Andy's replay.

00:01:52.880 That's at Andy for still on Periscope.

00:01:54.760 Yeah.

00:01:55.000 You can see the replay.

00:01:55.700 It was very impressive.

00:01:56.480 Yes, it was.

00:01:57.420 Lots of sick days.

00:01:59.060 Do you perfect that technique, huh?

00:02:00.540 Like seventh grade?

00:02:01.280 Yeah.

00:02:02.000 So I am going to put Ben on the spot, though, because, you know, hearing things like professional public speaker and author, I mean, that's pretty broad.

00:02:09.620 So, Ben, how would you summarize succinctly and wittily what you do?

00:02:14.660 So I would say, you know, my whole life I've faced challenge and adversity, been in sales a long time, been kicked in the teeth,

00:02:22.180 but have been blessed to be surrounded by people who have been there to pick me up.

00:02:24.980 As a result of always having great people around me, mentors and coaches, I've had a significant career in sales all the way from when I started brokering paper out of Michigan State University,

00:02:36.300 then spent about 11 years Northwestern Mutual insurance investments, building a significant practice there that I was able to start transitioning and to sell a few years ago

00:02:47.040 to where now I do 100% of my time is spent doing coaching, speaking.

00:02:52.120 Speaking started for me in 2006, got paid 500 bucks to speak for the first time.

00:02:57.200 I was a 25-year-old kid, thought that was pretty amazing.

00:03:00.100 And, you know, now there's the ups and downs and challenges in business, even with what I do today.

00:03:05.500 And I think sometimes, and this is what I love so much about the opportunity to be with all of you,

00:03:09.820 is that no matter what professional athlete I get to work with, no matter what training camp I get to go to,

00:03:14.780 no matter what UFC or boxing match or what boardroom I'm in with a Fortune 500 company,

00:03:20.120 I'm still getting knocked down, I'm still challenged, I'm still facing adversity,

00:03:24.060 and I still need mentors and coaches and friends like Andy in my life to push me, to motivate me, to get me to that next level.

00:03:30.960 So that's what I love about the opportunity to be with all of you, is to share the realness of what it takes to be successful,

00:03:36.340 but to also let you guys know that I'm still growing and trying to get better every single day of my life as well.

00:03:40.760 So I think that's like the, I think that's the ultimate thing that most people don't realize,

00:03:46.480 is they look at people who are out there, quote unquote, being successful,

00:03:49.960 and assume that they're not struggling with the same issues or haven't struggled with the same issues.

00:03:54.540 I said it on one of the previous episodes, you know, the more success you have, the larger the struggles become.

00:04:00.300 I remember a period of time in 2010 where I was giving paychecks back to the company that I represented

00:04:06.460 that was more money than I made in my first year out of college, and I was giving that back over a two-month period of time in commissions

00:04:12.720 because in the insurance business sometimes they front load your commissions, and if things don't work out, you've got to give them back.

00:04:18.180 So here I'm giving money back in a, actually it was back-to-back paychecks, and if you throw in the third one,

00:04:22.940 it's about the same amount of money I made my whole first year out of college, and I did pretty well my first year out of college.

00:04:27.520 So you get knocked down, but if you want to play the game at a bigger level, you will fall harder,

00:04:33.420 and that's the importance of having mentors, having coaches.

00:04:35.800 And that's why I love this podcast because so many people say, I don't have the money to hire you to coach me.

00:04:41.040 I don't have the money to hire Andy to come into my boardroom and be a consultant for us.

00:04:45.420 But the reality is you're getting it right now if you choose to accept it.

00:04:50.280 So, guys, I was thinking I wanted to start something new on the podcast just to switch gears a little bit.

00:04:59.900 We're going to start question of the day.

00:05:01.420 Question of the day.

00:05:02.120 Question of the day.

00:05:03.140 So today's question of the day is, how fucking cool is Periscope?

00:05:09.700 Dude, is that not the coolest fucking app that you've ever used, ever?

00:05:14.020 It's absolutely incredible.

00:05:15.960 To get on there and the engagement and say, hey, where's everybody from?

00:05:20.100 You know, I did one this morning.

00:05:21.400 I was finishing up a workout.

00:05:22.980 It was probably 5 o'clock in the morning.

00:05:24.180 And, you know, you have people in Argentina and Sweden and Australia.

00:05:28.440 And it's like, I mean, it's 5 o'clock in the morning.

00:05:30.760 And these people are all over the world.

00:05:32.300 And you're connected with them like in their face with an opportunity to inspire them, to mentor them.

00:05:36.900 It's incredible.

00:05:37.600 Yeah.

00:05:38.440 I've logged in a couple times on Ben's like 5 o'clock in the morning, Sunday morning broadcast.

00:05:43.940 And it's cool.

00:05:45.800 I mean, it's cooler for me because I know you.

00:05:47.700 You caught me on cheat day eating donuts.

00:05:49.080 That was your favorite one.

00:05:49.760 I did.

00:05:50.560 Well, the one that you went to, what was it, Bush Stadium?

00:05:53.600 I saw that one.

00:05:54.400 That was really good.

00:05:55.040 The one thing that really like made me take a step back and say, whoa, like this is something that's going to change the way people communicate.

00:06:01.680 Was somebody asked me during one of my live Periscopes, and if you don't know what Periscope is, you need to check it out.

00:06:11.220 What it is is basically, it's unlike any other social media platform out there.

00:06:17.040 It's a live broadcast app.

00:06:19.100 So you click the Periscope on and it shows what's going on in live real time.

00:06:24.240 And you're able to communicate with people in live real time.

00:06:28.700 It's like being your own television station.

00:06:30.440 Yeah, it's like you being able to type messages on your TV and the people on the TV respond.

00:06:35.820 Right.

00:06:36.120 It's pretty fucking cool.

00:06:38.500 Am I right in saying that, wasn't it developed by Twitter?

00:06:41.140 And you can sign in if you already have a Twitter account?

00:06:42.400 I don't know if they developed it, but I know they're affiliated.

00:06:44.200 Yeah.

00:06:45.100 Yeah.

00:06:46.000 Do you know?

00:06:46.920 They bought them.

00:06:47.620 They bought them?

00:06:48.340 Okay, so Twitter bought them.

00:06:49.820 Yeah.

00:06:49.980 My good buddy Ephraim's here just kind of sitting in on the podcast, and he's a student of technology.

00:06:57.780 That's a nice way of saying technology nerd.

00:07:01.180 Yeah.

00:07:02.220 But basically, it's really cool, man.

00:07:06.000 You can interact with people.

00:07:07.340 You click on it, notifies you.

00:07:08.980 You can join the room, and you can ask questions.

00:07:13.080 You can talk about things of interest.

00:07:14.880 You can add value.

00:07:15.880 There's just a lot of shit that you can do, and what I think is cool about it is that you can't fake it.

00:07:23.120 There's so much fake shit on Instagram and on Facebook and Twitter.

00:07:29.680 People could choose to portray themselves any way they want.

00:07:32.500 Instagram's really bad about it.

00:07:35.380 But with Periscope, it is what it is.

00:07:37.680 You can't fake your knowledge.

00:07:38.820 You can't fake your ability to convey lessons or to be entertaining or whatever it is that people are there to see you for.

00:07:46.580 It's a real authentic platform, and I think it's going to really become huge because of that.

00:07:54.140 It's something that people are ready for.

00:07:55.920 If you think about what people watch on TV, even though these things are now edited, but they're not watching Dukes of Hazzard.

00:08:03.200 Well, they're literally not watching that anymore, but they're not watching A-Team or Dukes of Hazzard or the shit that we grew up on.

00:08:10.220 They're watching reality TV, and that's kind of what this is.

00:08:14.020 And even though reality TV is super edited now, this kind of brings it back to that.

00:08:18.940 It's really, really, really cool, and what really made me step back and say,

00:08:22.560 Whoa, this is something that is going to be huge is when I saw somebody asked me a question about how do you find mentors or how do you find people to help?

00:08:35.380 And I thought about, like, when I started in business in 1999, you know, the Internet was not – the Internet was not – it was barely breathing at that time.

00:08:46.340 You know, we had email and we had things like that, but nobody really used it.

00:08:50.320 It was more for just, like, you know, looking at porn, for lack of a better term.

00:08:56.360 I mean, it was just basic shit.

00:08:58.160 And so we didn't – I thought about, like, where technology has come from since I started.

00:09:05.900 You know, these tools that you guys have that are listening at your disposal now, it's unbelievable.

00:09:14.120 Like, it's unbelievable the shit that's going on in social media and technology, your ability to connect with people who have done the things you want to do,

00:09:23.060 and your ability to, like, really see and understand what people are going through.

00:09:28.760 For example, you know, I used to read a lot of Tony Robbins stuff, and I mean, you know, I don't think he's doing – he's not up on social media as much as, you know, a lot of the newer guys are.

00:09:38.080 But, you know, wouldn't it have been cool to, like, get him on Periscope and be able to ask him a question?

00:09:42.700 Or somebody who was, you know, running a business like yours, like, that was big at that time, and just type in a question and have him answer it?

00:09:50.860 I mean, that's fucking awesome.

00:09:52.260 I love the fact that, like you had mentioned earlier, you alluded to it, it's raw.

00:09:55.980 Yeah.

00:09:56.360 You know, there's no – you know, people, you know, they see people speak on TV, and there's a teleprompter, and they're told exactly what they need to say and when to pause.

00:10:06.320 This is as real as it gets.

00:10:08.280 There is no making mistakes.

00:10:10.300 Nobody's holding cue cards.

00:10:12.000 I mean, if you've got a message, you get on there, and you share your message.

00:10:16.140 Right.

00:10:16.440 And I think it's an unbelievable, real platform where people get to know somebody for who they really are.

00:10:21.260 Dude, you know, I've been thinking it through.

00:10:23.580 I think it's going to change – I think it's going to – I think that app is going to be the biggest social media app that ever existed.

00:10:28.980 I think it's going to be utilized by less than 2% of the people in terms of broadcasting, but the audiences are going to be gigantic.

00:10:37.640 And I think it's going to give – it's going to push society in the way we communicate in a different direction.

00:10:44.940 You know, I think people are tired of getting that polished, overproduced message from everybody, and the politically correct shit, I think, has gone out the window.

00:10:54.200 I think people are tired of it, and I think it's going to allow people to see the authentic people out there.

00:11:01.900 And I think those people are going to rise to the top in terms of popularity.

00:11:05.520 I think it's going to create – like, you're going to see people on Periscope, you know, being sponsored by Budweiser, and, like, you think about how it's going to change business.

00:11:14.200 You know, people are going to be accepting independent contracts to represent companies that have a good following on Periscope.

00:11:20.920 You know, it's going to create a whole new way to advertise.

00:11:22.860 It's just – it's going to create so much stuff and change the way so many things are done.

00:11:29.660 Dude, I think it's going to eliminate, you know, TV as we know it completely.

00:11:34.400 Certainly, yeah.

00:11:35.280 It'll change.

00:11:35.720 Since I've got on Periscope, I've – you know, instead of reading the last couple weeks, I've been watching other dudes' Periscopes that are successful.

00:11:45.140 What's the guy's name you told me to watch from T-Mobile's guy?

00:11:49.080 John Lazier.

00:11:50.320 John Lazier from T-Mobile's CEO.

00:11:53.720 Dude, I've been watching his shit.

00:11:54.880 It's awesome.

00:11:55.520 This dude's the CEO of, like, a gigantic company, you know, big business, and he's a regular dude, man.

00:12:01.760 He Periscopes himself running through the park and, like, doing cardio and, like, doing all the shit that everybody else does.

00:12:06.920 And for me, you know, that's cool to see.

00:12:08.960 Right.

00:12:09.080 Just like it's probably cool for people to watch somebody at, like, my level do the regular shit that they do.

00:12:14.420 Right.

00:12:14.620 And they think, oh, man, he's just a regular dude.

00:12:16.240 Well, speaking of raw and uncensored, my first Periscope is going to happen in a couple weeks, and it's going to be Andy Frisella of the Unauthorized Biography.

00:12:23.300 It's going to be behind the scenes because everybody's always asking me, what's it like to work with Andy?

00:12:27.040 And what I really tell him is, remember that show, The Joy of Art on PBS with Bob Ross, you know, the guy with the afro, who's like, let's paint those.

00:12:34.520 I said, that's the way Andy is in real life.

00:12:36.660 He's just this gentle, quiet soul without the afro. 1.00

00:12:40.820 Yeah.

00:12:41.400 Well, I know.

00:12:42.780 He never curses when the microphone's turned off.

00:12:44.960 That's what blows me away, you know?

00:12:46.320 You know what blows me away?

00:12:47.060 Here's what blows me away.

00:12:48.440 By the way, at some point, we should probably get to the topic.

00:12:50.260 No, we will get on the topic after I make this point.

00:12:52.260 Okay.

00:12:52.620 Here's what blows me away.

00:12:53.760 Like, my fucking social media space is mine.

00:12:58.440 Yours is yours, and yours is yours.

00:13:00.440 Right.

00:13:00.620 And I'm pointing at these guys.

00:13:01.660 Yeah.

00:13:02.500 What I post on my page is my fucking decision to post it. 0.79

00:13:06.860 What I say on Periscope is my decision to post it.

00:13:09.860 If you don't fucking like it, don't watch it.

00:13:13.400 Don't comment.

00:13:14.620 Don't say anything.

00:13:15.580 Where do these people get off on coming on somebody else's page and saying, like for me, I get this.

00:13:20.980 I've seen it with you multiple times on your Periscope.

00:13:22.520 Why are you saying the F word?

00:13:24.240 Because I fucking like it.

00:13:27.220 You know?

00:13:27.880 Like, do you not know anything about what I, I mean, why are you even on here?

00:13:33.360 You know?

00:13:33.720 Did you see that one last night where that lady was like, oh my God, I can't believe you're using the F word so much. 1.00

00:13:38.760 I'm like, well, if you don't fucking like it, get the fuck out.

00:13:40.900 Did you actually respond to her?

00:13:41.840 Yes, that's exactly what I said.

00:13:43.080 And then she writes, oh, well, you're so rude. 0.99

00:13:46.040 And then she writes, well, then I'm leaving.

00:13:48.400 And then she writes, bye.

00:13:50.060 And then five minutes later, she's like, I can't believe you said the F word.

00:13:52.520 I thought, look, I thought you were fucking leaving.

00:13:54.560 But like, dude, why do people feel the need to like put their opinion on this shit?

00:13:59.940 Like, dude, when I see shit I don't like, I just like move on.

00:14:02.700 I mean, is that what you do or do you like comment?

00:14:04.500 No, I move on.

00:14:06.620 It's always been fascinating to me.

00:14:09.540 I remember there was somebody had shared something with me.

00:14:12.940 It was about some controversial radio show.

00:14:17.640 And there was somebody who was like would listen to the show in order to write down criticism, like four hours at a time to write down criticism of the show.

00:14:27.600 And then to criticize the people who had chosen to advertise on the guy.

00:14:32.040 I thought, you have that much time.

00:14:34.160 You got four hours to sit there and do research on this person.

00:14:37.300 You're like, go do something else.

00:14:39.120 And then those are the same individuals who are going to say, like we talked about on our last, you know, on the last podcast, not the question and answer, but on the kill it every day.

00:14:47.880 People are saying, I don't have time to be successful.

00:14:50.100 I don't have time to do it.

00:14:51.320 You're wasting your time doing things that are not productive at all.

00:14:54.700 And you're choosing to be negative.

00:14:56.780 And when people choose to be positive, positive stuff's going to happen.

00:14:59.400 The moment Andy doesn't like something, he turns it off.

00:15:01.620 And guess what?

00:15:02.040 He's going to go do something positive.

00:15:03.020 It's automatic.

00:15:03.740 It's automatic.

00:15:05.300 Like, in the fact, like it just blows my mind that people take the time to like.

00:15:11.220 I mean, I just can't imagine myself going on somebody's shit that I didn't agree with.

00:15:15.000 And like writing some dissertation about why I don't agree with it.

00:15:18.200 Like, you know, I just, I just couldn't.

00:15:21.160 So speaking of criticism of our show, you know, the show that we did with Teresa with the.

00:15:26.300 Yeah.

00:15:26.620 Yeah.

00:15:27.140 Well, my wife gave me the feedback.

00:15:28.940 She had, she said, I, I, something bothered me about that.

00:15:31.460 I said, what is language?

00:15:32.620 She's like, no, I don't care about that.

00:15:34.120 She's like, you were not clear on that show that Polish people are intelligent and that you think I'm intelligent. 1.00

00:15:39.580 So I'd like to formally say, cause we were, we were kind of knocking on Polish people. 1.00

00:15:43.340 Polish people are intelligent.

00:15:44.280 My, cause my wife is Polish. 1.00

00:15:45.660 So I'd like to formally say that my wife is a doctor and very intelligent so I can get out of the dog house. 0.99

00:15:50.160 You know, there's all different kinds of intelligence, Vaughn.

00:15:52.240 This is like, that's like six episodes ago.

00:15:54.460 So I think you've been in the dog house for quite a while now.

00:15:58.560 I'm glad you clarified that for everybody.

00:16:00.380 So, so this is a, this is a great conversation.

00:16:02.160 Vaughn's been sleeping on the couch for like six weeks.

00:16:06.640 No.

00:16:07.060 I thought you looked a little hunched over when you came in here.

00:16:10.000 All right.

00:16:10.660 So here's the deal.

00:16:11.560 We do have an actual topic.

00:16:13.180 Yes.

00:16:13.400 Um, why don't you tell us what we're going to talk about today?

00:16:16.220 We're going to talk about customer service.

00:16:17.820 And, uh, I'm going to just say one thing in, in preparation for that is that, uh, when you

00:16:22.940 and I first talked about this, uh, uh, I said, well, isn't there a lot of overlap between

00:16:28.780 customer service and sales?

00:16:29.940 And your statement was, well, you know that because they are two sides of the same coin,

00:16:33.620 but there's also a lot of separate materials.

00:16:35.500 So, uh, but you would agree that, uh, that the best way to think of customer service and

00:16:42.000 sales as, as overlapping topics of things that touch on each other in, in major ways.

00:16:46.780 Yeah.

00:16:46.900 But you have to understand why that is because most of your sales and it's, it's much cheaper

00:16:52.300 to keep a customer, a repeat customer, residual customer through good customer service than

00:16:58.000 it is to go out and acquire new customers.

00:16:59.420 So most new business owners are always, and actually most business owners period are always

00:17:05.320 focused on acquisition and they spend 90% of their money, 90% of their efforts talking

00:17:12.160 about acquisition when in reality it should be the other way around.

00:17:16.120 It should be you spending, you know, 75% on retention, 25% on acquisition.

00:17:21.880 Yeah.

00:17:22.120 So what on that note, cause I want to back up cause I did, I did our listenership a little

00:17:26.400 bit of a disservice cause I jumped to write sort of mid topic.

00:17:28.980 So let's just start.

00:17:30.120 I want to lay the groundwork.

00:17:31.540 Let's just start with basic principles.

00:17:33.640 What are your basic principles that you use?

00:17:36.760 Um, and Ben, of course, as an insurance agent, you, I'm sure all of these things, nobody ever

00:17:41.240 wanted to talk to insurance agents, but I appreciate it.

00:17:44.600 But yeah, let's start with that.

00:17:45.860 Basic principles.

00:17:46.280 All right.

00:17:46.580 So basic principle of customer service, we got to, it's not, it's before you even talk to

00:17:52.600 the customer.

00:17:53.100 Okay.

00:17:53.460 It's a mentality that you have to hold about your customers.

00:17:56.380 It's, and if you have employees, it's a mentality that you have to embody and, and pound into

00:18:03.020 your employee's head.

00:18:04.100 And that's the lifetime value of a customer.

00:18:06.620 Okay.

00:18:07.060 We always hear about this in business school.

00:18:08.940 They call this LTV, um, you know, or, you know, they have all kinds of different acronyms

00:18:15.260 for lifetime value.

00:18:17.380 But here's the thing, your customer is worth so much more than today's sale.

00:18:24.120 And you have to make your employees and you have to realize that, um, most companies will

00:18:29.500 focus on today.

00:18:30.680 They will be in a hurry to make a sale today because they want to pay the bills today.

00:18:37.240 And they, and as long as cash gets in the bank today, they'll worry about tomorrow when

00:18:42.140 they cross it.

00:18:42.760 And it's a very short sighted mentality that most businesses frankly have.

00:18:49.600 Um, and the great businesses that are working and growing and progressing and flourishing in

00:18:57.560 this social media driven world, all focus on retention and service.

00:19:02.460 Um, if you look at a company like Zappos, if you read the book, delivering happiness by

00:19:07.300 Tony Hsieh, awesome book on culture, awesome book on customer service.

00:19:11.900 Jeffrey Gittermer has a great book on customer service called customer satisfaction is worthless.

00:19:17.100 Customer loyalty is priceless.

00:19:18.580 You'll hear me talk about that book all the time.

00:19:21.420 If you're not focused on retention, you're missing the point and retention starts with customer

00:19:26.960 service.

00:19:27.640 Okay.

00:19:28.120 So it's a mentality that you have to accept from the beginning.

00:19:32.460 Before you even attempt to go service a customer, you have to understand what the why is behind

00:19:39.780 that.

00:19:40.160 Why is it important to service your customers properly?

00:19:43.620 Because not only is it important for you to retain them, but it's important for them.

00:19:47.580 It's important for you.

00:19:48.680 And the way we explain it here is to own the conversation.

00:19:51.100 And what that means is like for us, we sell nutritional supplements.

00:19:55.320 When people talk about weight loss, they talk about lifting weights, talk about getting

00:19:58.660 in shape, I want that customer to automatically go to first form every single time that conversation

00:20:04.400 comes up.

00:20:05.120 So that's what I mean when I say own the conversation.

00:20:07.140 So my job is to get our employees to understand the concept of lifetime value and to understand

00:20:14.320 why it's important to overwhelm that customer with service to the point where anytime that

00:20:20.360 conversation comes up, they rave and rant about how awesome it is to deal with first form.

00:20:27.000 Okay.

00:20:27.280 And that is the ultimate marketing that you could ever have.

00:20:31.220 It's the ultimate way to make sales you could ever have.

00:20:33.860 And it's really the easiest way and the least expensive way to make sales that you could ever

00:20:39.920 have.

00:20:40.380 Let me jump in here because what Andy is sharing, right?

00:20:43.840 Because it's, you know, you hear Andy say, this is what we teach our people, but do the people

00:20:47.400 hear the message and, you know, being a longtime customer of Supplement Super Stores, which

00:20:52.480 is the local stores here in St. Louis, it's always been...

00:20:56.320 It's one of the other companies we own besides first form.

00:20:58.380 It's one of the unbelievable things I've seen with customer service.

00:21:01.020 My guy's John Nodder at the location that I go to.

00:21:03.940 And it used to be, I would see Sal, Andy's brother when I'd go in, but I go in and John,

00:21:09.380 this is not just the first time, right?

00:21:11.160 It's not, hey, the first time I see a new face, we're going to treat this guy really special.

00:21:15.080 It's every time I walk in, John says, can I get you a bottle of water?

00:21:19.080 If I want to try the Formula One Fruit Loop flavor, he goes, hey, I got some in the back.

00:21:24.980 Would you like to try it?

00:21:26.100 Hey, I want to try, you know, some of this.

00:21:28.040 Hey, I've got some in the back.

00:21:29.140 Would you like to try it?

00:21:29.860 Hey, this flavor of Megawatt, would you like to try it?

00:21:32.280 Every time I'm in there, it's the same.

00:21:34.320 And then I get handwritten thank you notes.

00:21:35.860 And it's not one.

00:21:37.080 I've had multiple handwritten thank you notes.

00:21:39.340 People don't even know that mail exists anymore.

00:21:41.480 It's every time I'm in there.

00:21:43.040 And, you know, I know there are days that I go in there and John's probably gotten kicked in the teeth.

00:21:47.820 He had somebody who came in that wasn't a lot of fun, you know, to deal with.

00:21:51.260 But the reality is he always turns it on and that guy delivers.

00:21:54.760 I watch him deliver to the client in front of me and to the people behind me.

00:21:58.120 The guy's incredible.

00:21:59.060 But it's every time.

00:22:00.180 It's not just one time trying to earn the business.

00:22:02.420 He wants the business every time.

00:22:03.960 And to your point, why would I go anywhere else?

00:22:06.540 Why would I go anywhere else?

00:22:07.520 And I've been shopping at supplement super stores before I've known Andy.

00:22:10.160 Why would I go anywhere else?

00:22:11.440 Well, and that's the point.

00:22:13.440 So you just made the point of what I'm trying to get across here is that if you do a good enough job, you're going to create loyalty to the company.

00:22:22.520 Okay.

00:22:22.720 To your company, not just my company, whatever it is that you do.

00:22:26.300 And it could be anything.

00:22:27.520 It could be tires.

00:22:28.400 It could be, you know, cupcakes.

00:22:32.080 It could be beer.

00:22:33.660 It could be anything.

00:22:34.320 But the customer service experience, when it's over the top, you're going to guarantee loyalty from the customer as long as you're solving the problem that they have.

00:22:45.020 Because this is an issue that you need to understand.

00:22:47.720 Man, there's a big difference between being nice and making a friend with a customer and being nice and making a friend with a customer and solving their problem.

00:22:55.900 Okay?

00:22:56.320 Because if somebody comes to you and it's real easy to be nice, shake their hand, write them a thank you card, treat them good, and all that shit.

00:23:03.040 But the reality is, is if you're not solving the problem for what they're there for, you're going to miss that part of the retention equation.

00:23:10.080 It's interesting that you should bring that up because, Ben, you were talking about your experience.

00:23:13.820 My experience, I went to the Chesterfield Airport Road S2, and a guy named Mark helped out.

00:23:19.980 And he was incredibly friendly, and he didn't know who I was.

00:23:23.120 But to your point, Andy, it wasn't just friendliness.

00:23:26.560 He knew his stuff.

00:23:27.820 Like, he knew exactly what I needed to know when I went in and I presented my problems.

00:23:32.560 Well, there's an equation for loyalty, okay?

00:23:35.280 It's education, trust, loyalty, all right?

00:23:38.760 Teach people about the product, whatever it is they're interested in.

00:23:41.720 Show them the features and the benefits, okay?

00:23:45.580 Explain to them why this is the best product to solve their problem.

00:23:49.380 And I'm talking about any product or service, okay?

00:23:52.180 Insert service there, too.

00:23:54.120 Educate.

00:23:54.860 Teach them.

00:23:55.760 Don't hold back information because you think it's going to, like, give away some sort of secret.

00:24:00.420 Fucking teach them, all right?

00:24:03.340 Because when you teach somebody something, you're giving them something of value, which creates trust, all right?

00:24:09.100 That creates a situation where that person, you tell that person something, that person goes out in the real world,

00:24:15.120 finds out that information to be true on their own, okay?

00:24:18.860 Then they've gained trust.

00:24:20.700 And the education trust aspect might go back and forth a few different times.

00:24:25.900 You might go talk to the same car guy, the car salesman, two or three times over buying three different cars.

00:24:32.800 And after a while, you learn that that guy knows what he's talking about.

00:24:36.280 And instead of having to go back and verify the education, you know, education, trust, back to education, learn something new, trust a little more, back to education, learn something new, trust a little more.

00:24:47.960 You're going to automatically know that person and you're going to trust that person 100%.

00:24:54.320 And that's whenever loyalty, it clicks over to loyalty, okay?

00:24:57.700 Now it's not, now it's like what you just said, Ben.

00:25:00.540 Why would I go anywhere else?

00:25:02.480 I know that this dude knows what he's doing.

00:25:04.480 He's going to take care of me.

00:25:05.180 He's going to solve my problem.

00:25:06.020 And then you've got a customer that not only shops at your store, but basically what you just said about that experience, you're going to tell that to anytime, anytime the conversation comes up about getting in shape, you're going to say some version of that story.

00:25:22.440 And that becomes the ultimate marketing, especially in the social media world where we can share our opinions about exceptional products and service or terrible products and service instantly across the globe.

00:25:34.760 Okay, Andy, I'm going to interrupt you because this is such good stuff that I'm going to take a second to recap.

00:25:40.100 Okay, so the basic principles you said were, number one, it's always easier to retain than to get new customers.

00:25:45.920 Number two, you talked about creating this amazing experience.

00:25:49.900 And a few minutes from now, we'll talk about the details of creating an amazing experience.

00:25:53.660 We've already touched on that a little bit.

00:25:55.380 But then you talked about this cycle of education, trust, and loyalty.

00:26:01.960 And so is that a good summary so far?

00:26:04.760 Yes.

00:26:05.300 Okay.

00:26:05.740 Can I put something in here?

00:26:06.980 Because I think people are going to say, well, you know, Ben and Andy are friends.

00:26:10.200 And of course, he's going to – remember what I told you about John Notter?

00:26:13.360 Yeah.

00:26:13.640 Priscilla?

00:26:14.040 I didn't tell him that I knew Andy for the first two or three times that I went in there.

00:26:18.040 And he ended up seeing an Instagram post of the two of us.

00:26:20.880 He's like, why didn't you tell me that I knew Andy?

00:26:22.640 And I said, you know, I just didn't think I had to, right?

00:26:25.720 Yeah, yeah.

00:26:26.040 And so it's – I'm getting that customer service because they do that for everybody.

00:26:29.940 Yeah, yeah, yeah.

00:26:30.400 But, you know, regardless if people believe it or not, it doesn't really fucking matter

00:26:33.580 because here's the reality.

00:26:35.080 You either believe – if you don't believe and trust because of us by now,

00:26:40.620 of what we've been educating you, I don't know what to tell you.

00:26:44.540 All right?

00:26:45.100 So if people don't believe that, I don't fucking care.

00:26:47.400 But I can tell you right now, our retail stores do the highest per square foot in sales

00:26:51.080 of any retail model besides the Apple store in the whole United States

00:26:54.400 out of fucking vitamins based off of service, okay?

00:26:58.680 If you are going to discount this information that we're talking about,

00:27:02.260 there's something wrong with your fucking brain. 0.90

00:27:04.080 So a lot of people in the listening audience are probably very concrete people.

00:27:08.680 So could you give us an example of how you would do the education, trust, loyalty?

00:27:14.320 Like pick a product.

00:27:16.040 Like literally just flesh it out for us.

00:27:18.640 Okay.

00:27:19.020 Let's pick something boring.

00:27:20.840 Nobody likes fucking tires.

00:27:22.200 Nobody's passionate about tires.

00:27:23.960 All right?

00:27:24.420 Let's talk about tires.

00:27:25.920 You go to the tire shop.

00:27:27.540 All right?

00:27:28.240 You go into Auto Tire.

00:27:30.580 That's what we have here in Missouri.

00:27:31.740 We have Dobbs, okay?

00:27:32.760 Dobbs is a local company.

00:27:34.100 You go to the tire store.

00:27:35.620 You go in.

00:27:36.780 You walk in the door.

00:27:37.560 It smells like rubber.

00:27:39.060 You know?

00:27:39.440 Everybody knows that smell.

00:27:40.760 You walk up to the counter.

00:27:41.800 Some dude's covered in like fucking grease.

00:27:43.940 And he's like, can I help you?

00:27:46.880 And you're like, yeah, man.

00:27:47.940 I need some tires.

00:27:48.980 And the guy's like, all right.

00:27:51.040 And like grunts at you, right?

00:27:52.420 That's one experience.

00:27:53.560 I've had that experience multiple times when I need to get fucking tires.

00:27:56.800 It'll be 45 minutes.

00:27:59.120 You know?

00:27:59.700 And he says some shit like that that you can't understand.

00:28:02.220 All right?

00:28:03.220 That's experience number one.

00:28:04.900 You wait in a waiting room for 45 minutes.

00:28:06.860 You watch like Jerry Springer on the fucking seven-inch television that they have in there.

00:28:11.520 You know?

00:28:11.760 You read the...

00:28:12.680 You guys are laughing because you've all fucking done it.

00:28:14.580 That's true.

00:28:15.100 Yeah.

00:28:15.600 And you read the shitty magazines that are stuck together, you know, from some fucking

00:28:20.240 slobbering kid, you know, that their parents let them drool all over the fucking magazine. 0.87

00:28:26.080 And you get your tires 45 minutes later and you leave.

00:28:28.840 Was there any education?

00:28:31.540 No.

00:28:32.060 Was there any trust created?

00:28:33.300 No.

00:28:33.520 Was there any loyalty created?

00:28:35.280 No.

00:28:35.800 In fact, if somebody asks you about that place, you'd say, yeah, I got my tires there.

00:28:40.420 And the one thing that you would mention, if you mentioned anything, would be possibly

00:28:45.200 the price of the tires because that's probably why you went there.

00:28:49.260 So you're going to say, yeah, I went to Auto Tire and I got my tires.

00:28:52.880 They were 200 bucks a piece.

00:28:55.260 You know, I thought that was a pretty good deal.

00:28:57.540 And, you know, they did a decent job.

00:28:59.480 All right?

00:28:59.820 That's scenario number one.

00:29:02.600 Now, let's talk about scenario number two.

00:29:05.360 You go into the competitive tire store.

00:29:07.940 We'll call it S2 Tires.

00:29:09.360 We'll call it tires to go.

00:29:13.500 All right?

00:29:14.240 So you go into tires to go and you walk in and there's a guy in there and he's nice and

00:29:19.840 clean and friendly.

00:29:21.240 And you walk in and he's like, hey, man, how you doing?

00:29:23.860 How's your day going?

00:29:25.620 Oh, well, it's going good.

00:29:28.620 Well, what brings you in?

00:29:30.740 Oh, well, I need a tire for my truck.

00:29:36.420 I think I ran over a screw.

00:29:37.860 And he's like, you did?

00:29:39.180 He's like, let me look at it for you.

00:29:40.580 Let's go outside.

00:29:41.200 Let's take a look.

00:29:42.500 Walk outside with the guy, nice and clean.

00:29:44.740 We walk outside.

00:29:45.380 We look at the tire.

00:29:46.480 It's got a fucking screw in it.

00:29:48.380 And he says, yeah, here's your problem, man, right here.

00:29:50.240 You definitely got a screw in your tire.

00:29:52.060 You know what I'm going to do?

00:29:53.060 You don't need a new tire.

00:29:55.640 You need just a patch.

00:29:57.820 It's super cheap.

00:30:00.720 Let me take this tire off here for real quick. 1.00

00:30:03.000 I'll get you right in.

00:30:03.800 I'll get you right out.

00:30:04.400 I'll patch it.

00:30:05.300 And I'll get you on the way.

00:30:06.540 Okay, cool, cool.

00:30:07.740 Well, how much is that going to be?

00:30:08.840 Oh, nothing.

00:30:09.760 It's like $5 part.

00:30:10.880 I got it, man.

00:30:12.480 Are you serious?

00:30:13.660 Yeah, man, I got it.

00:30:14.360 No big deal.

00:30:15.140 It's five bucks.

00:30:17.260 No, no, no.

00:30:17.880 Let me pay. 0.97

00:30:18.720 No, man, I got it.

00:30:19.660 Trust me.

00:30:20.160 Have you ever been here before?

00:30:20.880 He's like, no, this is how we do shit here.

00:30:23.060 This is what we do.

00:30:24.140 We make sure that you get on the road safely.

00:30:26.780 And all I ask is that, you know, if the customer, if the conversation of tires comes up, just tell your friends about us.

00:30:33.540 Boom.

00:30:34.220 Guy leaves.

00:30:35.340 What the fuck is that guy saying about your company now?

00:30:38.120 And it costs you five fucking dollars.

00:30:42.040 That's the two scenarios.

00:30:43.720 That's service.

00:30:44.920 That's going the extra mile.

00:30:46.240 That's taking initiative to gain a customer.

00:30:49.660 That's how you create loyalty.

00:30:52.200 Okay?

00:30:53.400 Period.

00:30:55.560 Companies don't get that shit.

00:30:57.160 You could do this with anything.

00:30:58.400 You can do this with, you know, I'm holding a Juno phone charger, which, by the way, is the coolest fucking thing ever.

00:31:05.440 If you guys haven't checked out Juno Power, you need to check it out.

00:31:09.560 How do you spell that?

00:31:10.620 J-U-N-O-P-O-W-E-R. 1.00

00:31:13.100 Vaughn will throw a link up on the site for this because this is one of my favorite products of all time.

00:31:18.520 Ben, I gave you one.

00:31:19.620 How much do you like it?

00:31:20.660 It's unbelievable.

00:31:21.700 So what it is, it's just a portable battery pack to charge your phone because now, especially with social media.

00:31:26.740 You can do multiple phones at the same time.

00:31:27.800 Oh, dude.

00:31:28.060 Multiple products.

00:31:28.660 Multiple products.

00:31:29.680 It's like the size of like a wallet, right?

00:31:33.160 And you carry it around and you plug your shit into it.

00:31:36.480 Multiple phones.

00:31:37.280 It'll charge like six phones.

00:31:39.020 Six phone charges.

00:31:40.980 Dude, I can't live without this thing now that I'm starting to use it.

00:31:43.380 But anyway, the point I'm trying to make here, guys, is like, because here's the question that's going to come up.

00:31:48.080 Well, I sell snow cones.

00:31:49.960 How can I educate people about snow cones?

00:31:52.460 Why don't you tell them where the fucking exotic flavors come from and teach them about it?

00:31:56.540 You know?

00:31:57.040 Why don't you tell them how your special ice machine shaves off this particular ice cube that makes the snow cone absorb the flavor better?

00:32:06.660 I mean, why don't you just show them what's up?

00:32:08.380 Show them how you pour the flavor on and why it's important to do it in a swirl.

00:32:12.260 Okay?

00:32:13.480 I mean, dude, my point is, you know, we're going to have people that are going to email them, well, I sell this.

00:32:17.580 I mean, you can't do that with this.

00:32:18.900 Bull fucking shit.

00:32:19.960 You can do it with anything.

00:32:21.660 So I got an argument with my dad about this.

00:32:23.720 My dad's a fucking, at one point in his life, he was a very successful entrepreneur.

00:32:29.920 He, we got an argument about the electrical business because he's old school.

00:32:34.760 He was in electrical business.

00:32:36.400 And we got an argument about how, you know, their service is blue collar and this and that.

00:32:40.940 And it didn't matter and this and that.

00:32:42.240 And the point is, is that, you know, when you shut your mind off to opportunities, I could think of 50 different things they could do to improve their business.

00:32:50.000 And he argued with me about everything.

00:32:51.580 And I love my dad.

00:32:52.480 My dad's fucking very smart.

00:32:53.640 And very, very few times, if any, was he ever wrong about anything.

00:32:56.740 I mean, he's wrong about that.

00:32:58.360 All right.

00:32:59.000 Doing customer service to the ultimate extreme possible is your ultimate marketing.

00:33:04.800 It's your ultimate way to build word of mouth and build your company and grow your customer base based off of the idea of how fast word of mouth is spread across the globe now.

00:33:17.000 So, you know, when you give up the tire example we just used, when you give up a $5 tire patch, which is probably, honestly, a dollar, all right, to get the business back over and over and over again.

00:33:30.200 Do you think when I drive off of that lot that I'm ever fucking going anywhere else to get a fucking tire in my life ever again?

00:33:36.560 There is no way.

00:33:38.180 There is no way.

00:33:39.580 But the reason companies don't do that kind of stuff is because they are so focused on today.

00:33:47.440 They're so focused on every single penny that comes out when if you would just take time to think about what it's going to be a year from now or two years from now and make that investment in your service and make that investment.

00:34:00.200 And providing ultimate customer experiences.

00:34:03.540 Think of how much business that me, the customer, is going to send that tire store for the cost of a dollar or two.

00:34:13.800 It's unbelievable.

00:34:14.780 And companies cannot grasp the concept.

00:34:17.440 So what would you say to these companies, and I'm thinking in this case of cable companies, who say, yeah, just be available anytime between 6 a.m. and 2 p.m.

00:34:27.460 Well, here's the problem with that.

00:34:28.940 Is that going to evolve?

00:34:29.880 Eventually, no.

00:34:30.580 Here's what's going to happen.

00:34:31.880 They're doing good now.

00:34:32.960 The reason they're able to do good now is because they're insulated from their competition.

00:34:36.260 They have the infrastructure built.

00:34:38.020 And no other company, a.k.a. Google, has come in and put their shit down yet.

00:34:43.140 And when that happens, a company who's up with their customer service aspects understand the value of this thing.

00:34:49.120 They're going to give you a 30-minute window.

00:34:50.440 Dude, when they have to compete, it's going to be a totally different game.

00:34:54.020 Okay, the only companies that can get away with that shit are companies that don't have to compete.

00:34:59.420 And cable is one of them, you know.

00:35:01.900 So, you know, like that's a good example.

00:35:04.200 You see Dish, DirecTV, and Cable all fighting over the same thing.

00:35:07.600 One of those companies, if they got their shit together on customer service, could fucking dominate on customer service alone.

00:35:13.800 Dude, if you had a problem with your Dish and you knew they were going to be there at 1 p.m.

00:35:17.520 And you had people telling you how awesome the customer service was at Dish.

00:35:20.980 And let's say they even brought you like, I don't know, some sort of gift or some sort of value-added, you know, deal.

00:35:27.880 I mean, people would talk about it and it would spread.

00:35:31.100 It would be like, dude, go with Dish.

00:35:31.980 You brought up an interesting, you know, somebody, you said if somebody's selling snow cones, you know, how do I educate on snow cones?

00:35:37.260 Be passionate about your product.

00:35:38.840 Yeah.

00:35:39.100 I think you have to be passionate.

00:35:40.180 You have to educate your people on what they're selling.

00:35:43.320 You always say attack the process.

00:35:44.660 Yes, the process.

00:35:45.260 Be passionate about the process.

00:35:47.000 I'll tell you, and here's a great story.

00:35:49.120 This is actually customer service, understanding your service and branding, Vaughn.

00:35:52.720 Are you guys trying to tell me that my story added no value to the show?

00:35:55.340 So I am holding a package of Moab beef jerky.

00:35:58.360 This is the best beef jerky I've literally ever tasted in my life.

00:36:01.280 It's good.

00:36:01.540 I just got introduced to Matt Edwards, the owner of Moab beef jerky.

00:36:04.880 So this is the mother of all beef beef jerky.

00:36:06.920 And when I started asking him about his beef jerky, the passion started coming out of this guy.

00:36:13.620 This is where we buy the meat.

00:36:15.340 This is why we use these facilities in the Dakotas where we're going to produce the meat.

00:36:19.780 We use this meat.

00:36:20.900 We slice the meat against the grain to make sure that the meat is more moist.

00:36:25.160 That's why you taste it moist.

00:36:26.560 He said we remove the nitrates.

00:36:28.600 We reduce the sugars.

00:36:30.600 We want this to be the healthiest, best case.

00:36:32.640 All right, let me stop you.

00:36:33.440 Let me stop you. 0.95

00:36:33.940 So now he's educating you, okay, so education.

00:36:37.900 Now let me ask you something.

00:36:40.460 Does that not make you think that that beef jerky may or may not be?

00:36:44.280 I don't know.

00:36:45.140 But what's your perception, better or worse than other beef jerky's?

00:36:48.020 Unbelievable.

00:36:49.400 There you go.

00:36:50.620 And here we are.

00:36:52.520 We've sat here in studio and we've tasted this.

00:36:54.780 I mean, this is moist, unbelievable.

00:36:56.760 It's good.

00:36:56.920 And I'm sitting here going, well, I know about the product.

00:37:00.200 I want to go buy the product.

00:37:01.520 Heck, I'm talking about the guy's product because I want you to go buy the product.

00:37:04.320 I mean, it's that good, but it was because his passion was there.

00:37:07.720 And it's the same thing when I go into your stores.

00:37:09.860 You can't just go and sell a product.

00:37:11.600 You have to be passionate about the product.

00:37:13.220 If you're selling snow cones, be proud of the snow cones.

00:37:15.580 Be proud of who you buy your ice from.

00:37:17.500 Be proud of who you buy your flavors from.

00:37:19.940 Enjoy, embrace.

00:37:21.060 And brag on that to your customer.

00:37:23.280 Brag on the process to your customer and show that passion to your customer about why

00:37:28.020 your product is so much better because that's part of education.

00:37:31.840 Education does not have to be boring.

00:37:34.440 Education, you know, we think of like Charlie Brown walking up and getting his, you know,

00:37:39.700 but that's not what we're talking about here.

00:37:42.040 We're talking about showing somebody with your fucking heart why this is the ultimate

00:37:48.600 product that you have ever tried in your entire life, why this is the best product for the

00:37:55.500 solution that you are looking for, why this beef jerky is going to melt in your mouth and

00:38:00.500 make you feel good when you eat it.

00:38:02.280 And you're going to be proud to eat it because it's healthy and it doesn't have all the chemicals

00:38:06.260 and nitrates and all this stuff.

00:38:08.120 And all of a sudden, when you do this with whatever product it is you're selling or service

00:38:12.700 you're selling, you're creating an advocate of your brand through the process of education

00:38:18.580 trust, loyalty.

00:38:19.940 All right.

00:38:20.740 Education, trust, loyalty.

00:38:22.020 Education, trust, loyalty.

00:38:23.180 Education, trust, loyalty.

00:38:24.620 Burn that into your fucking brain.

00:38:26.960 Education, trust, loyalty.

00:38:28.120 I can't say it enough.

00:38:29.940 Educate.

00:38:31.020 When you teach and passionately speak about your product and the process to produce that

00:38:36.060 product or service or how we're going to do X, Y, and Z to your garage door to make

00:38:41.820 it work better so it's quieter and you don't see dust all over your cars and blah, blah,

00:38:46.480 blah, blah, blah, blah, blah, blah.

00:38:47.320 You're giving your customer a reason to brag about your product or service to somebody else.

00:38:53.500 You're making them an advocate.

00:38:55.620 And people miss out on opportunities all the time because all they care about is getting

00:39:02.220 a job done and getting a fucking check. 0.96

00:39:04.640 And that is going to cost your business in the long run.

00:39:08.080 It's short-term thinking.

00:39:09.920 Can I...

00:39:10.540 You can break now.

00:39:11.820 Okay.

00:39:12.540 Good.

00:39:13.100 Thank you.

00:39:13.500 Well, that's a good place to break.

00:39:14.600 So, guys, speaking of education, the reason that we say go to themfceo.com is honestly,

00:39:20.160 it really helps us.

00:39:20.960 It helps us figure out kind of who's listening to us.

00:39:24.860 If you sign up to get the podcast to your inbox, it just helps us keep better connection

00:39:31.820 with you, which just gets the information out and more people are affected by it.

00:39:35.980 So, that's what we want to do.

00:39:37.580 If you want to specifically go to the page on the website that relates to this episode,

00:39:42.900 you can go to www.themfceo.com slash p10.

00:39:49.260 And on that page, you'll find not only the download of the podcast, but you'll also have

00:39:54.900 some show notes and some other links.

00:39:56.360 We're going to definitely link to the, you said, the Juno Power, as well as any books that

00:40:00.240 we recommend.

00:40:00.980 We recommend, and then, I don't know, I guess I could link to Moab if it's, do they have

00:40:05.440 a website?

00:40:06.560 Yeah.

00:40:06.860 Absolutely.

00:40:07.380 Okay.

00:40:07.840 So, you're welcome, Matt.

00:40:09.320 But, no, it's a good product.

00:40:10.560 It's a great product.

00:40:11.940 By the way, we don't get paid to endorse any of this shit.

00:40:14.480 No, no.

00:40:14.580 This is like real stuff.

00:40:16.080 We're showing you exactly how the process works in our, in real world stuff.

00:40:22.060 That's a product that you love.

00:40:23.160 I love that product, too.

00:40:24.060 Moab Beef Jerky.

00:40:24.780 I think it's awesome.

00:40:26.040 If you haven't already connected with us on social media, do that.

00:40:29.100 I think it's easy enough to find.

00:40:30.540 Just Google Andy Frisella, Ben Newman, and Vaughn Kohler.

00:40:34.400 That's it.

00:40:35.080 Yeah.

00:40:35.940 So, let me move us forward a little bit, because we've been talking about principles, and I

00:40:41.340 don't want to, if you have some additional principles you want to share, that's fine.

00:40:44.520 But I think...

00:40:44.980 No, no, no.

00:40:45.180 I need to be probed here, because I got like so many things going through my brain.

00:40:47.540 No, I figure.

00:40:48.320 I figure.

00:40:48.640 So, what I want to do is go, we've taken a wide angle lens, and let's zoom in a little

00:40:54.440 bit to the specific experiences.

00:40:56.560 Like, I'm talking like, you know, shaking hands, eye contact, customer service.

00:41:00.600 And then after you talk about the in-person experience that you kind of try to train your

00:41:05.300 guys to do, I personally would be very interested to know how you think customer experience in

00:41:12.520 person differs from customer experience online.

00:41:15.320 So, for those who take orders online, or any sort of entrepreneurial endeavor, where

00:41:19.500 most of the interaction is on the web, or digitally.

00:41:23.660 Can I share something real quick?

00:41:24.720 Yeah.

00:41:25.180 So, my first job out of college, I was a paper broker.

00:41:28.120 I sold newsprint, commercial print paper all over the country.

00:41:31.500 And I remember it was one of my first days on the job, Floyd, who is the owner of the

00:41:34.960 company, he walked in, and he said, let me teach you something.

00:41:37.960 He said, all of your relationships are going to be built over the telephone.

00:41:41.040 And he said, if you're having a bad day, you're having a good day, people will feel

00:41:45.680 your emotion through the telephone.

00:41:47.180 And I know what we're going to get.

00:41:48.160 We're going to get response.

00:41:49.000 Well, I'm over the phone.

00:41:49.920 How do I build a relationship over the phone?

00:41:51.580 I'm not face-to-face.

00:41:52.880 It's your mindset.

00:41:54.600 You can be successful no matter how, no matter what your environment is, you can choose to

00:42:00.240 be successful.

00:42:00.880 If it's over the phone, if you expect that you're going to build great relationships on

00:42:04.080 the phone, you're going to build great relationships on the phone.

00:42:06.600 And if you're going to do it in person, then you have opportunity to do it in person.

00:42:09.480 But Floyd was so right.

00:42:11.040 And that's where it was just the energy, the emotion, you could always be felt through

00:42:14.400 the telephone.

00:42:15.440 And that's what I learned early on, is you get to create your environment, and you get

00:42:18.540 to create your mindset.

00:42:19.600 So it's cliche, Ben, but do you agree with the smile when you dial attitude?

00:42:24.020 It always makes me smile whenever people say that, but dialing for dialers and all those

00:42:28.480 things, sure.

00:42:28.860 Yeah, right, right.

00:42:29.000 Absolutely.

00:42:29.820 Yeah.

00:42:30.920 Well, so back to, you want to continue with basic principles, or do you want to be more specific?

00:42:36.760 Here's the thing, the first, I mean, this, I feel silly even saying this, because the

00:42:43.780 reality of the situation is, is that kids these days don't know fucking shit about personal

00:42:48.520 interactions, okay?

00:42:50.140 So when we start with customer service here, because most of our people are between the

00:42:54.780 ages of 18 and 20, are frontline people, which by the way, if you own a business, are

00:43:00.500 your most important asset.

00:43:01.700 They might be your lowest paid asset, but they are your most important, so don't treat

00:43:06.000 them like shit.

00:43:07.240 Nothing gets on my nerves more than when a boss, or a quote-unquote leader, boss, or CEO

00:43:12.640 treats their frontline people like they're some sort of help.

00:43:17.920 Dude, those are your people, man.

00:43:19.120 If you don't treat them right, you're messed up.

00:43:21.720 You're not going to make it.

00:43:22.820 They're like the guys at the bottom of the Viking ship.

00:43:24.960 Oh, dude, they're rowing.

00:43:26.020 That's right.

00:43:26.580 Yeah.

00:43:26.720 And you've got to treat them like gold.

00:43:28.680 So we have to start with very basic things.

00:43:34.280 We're talking about how to shake someone's hand properly, look you in the eye, nice to

00:43:39.320 meet you.

00:43:40.000 What could I do for you?

00:43:41.180 How to create rapport with somebody, how to create a conversation based off common interests.

00:43:47.880 A lot of these things, a lot of these younger generation kids have no clue how to do.

00:43:52.560 When I was a young guy, I'm talking like five, six years old, my dad would teach me, shake

00:43:58.380 that person's hand and say, nice to meet you.

00:44:00.820 But unfortunately, a lot of the parents these days are not teaching their kids basic shit

00:44:08.120 that they need to know.

00:44:09.280 So we start with really basic stuff like, hey, this is how you shake somebody's hand.

00:44:13.120 You look them in the eye.

00:44:14.020 You say, nice to meet you.

00:44:15.800 And that's how you start.

00:44:17.000 But moving from the basic personal interaction aspect, you have to get into your employees'

00:44:25.560 brains that they are there to solve a problem.

00:44:28.980 You're not there to sell.

00:44:30.120 You're there to solve a problem.

00:44:31.800 You're there to put the solution of whatever it is they're coming to see you for in their

00:44:37.740 hands with the least amount of effort possible and the most amount of education, most amount

00:44:41.720 of passion possible.

00:44:42.600 So if that's supplements and let's say somebody wants to lose weight, you're going to teach

00:44:47.200 them everything they need to know to walk out of that store and lose weight.

00:44:51.520 If it's tires and they need a certain, you know, they need new tires for their car, you're

00:44:56.860 going to teach them why this tire is the best tire with passion.

00:45:01.300 You're going to get excited about tires like we just talked about a minute ago and you're

00:45:05.400 going to show them the solution to their problem and you're going to solve it.

00:45:08.500 So that's priority number one.

00:45:10.000 It's not, it's not selling, it's solving problems.

00:45:15.040 Okay.

00:45:15.380 So what's the problem?

00:45:17.600 What is the problem?

00:45:18.440 Identify the problem.

00:45:19.360 Why is this person here?

00:45:20.920 Okay.

00:45:21.160 Because like I said in the beginning of the podcast, you could be as nice, as friendly

00:45:24.460 and as courteous as you want to be.

00:45:27.200 But the reality is, is if you're not solving the problem, you're not going to get anywhere.

00:45:33.340 Okay.

00:45:33.680 So solve the problem.

00:45:35.480 All right.

00:45:36.420 Blend the personal interactions with the problem solving.

00:45:40.000 Then you have something, you have something to work with.

00:45:42.440 All right.

00:45:43.220 In person, there's a lot of things that you can do.

00:45:48.080 Over the phone, there's a lot of things you can do.

00:45:49.960 You know, like Ben, you just gave that example.

00:45:51.920 I have people that I've worked with for, I don't know, 10 years.

00:45:55.620 I've never even met in person.

00:45:56.500 Never met them.

00:45:56.840 Not even met them in person.

00:45:58.380 And I consider them friends.

00:46:00.280 And it's awkward, too, because you're on the phone with them and you're like, yeah, man,

00:46:03.740 what's going on?

00:46:04.400 Blah, blah, blah.

00:46:04.920 Like he's your best buddy.

00:46:06.660 And then when you see him in person, you're like, nice to meet you.

00:46:10.080 You've been talking to him for like 10 years.

00:46:11.980 It's fucking weird.

00:46:12.860 But I've had that experience with multiple guys I've worked with just because we've been

00:46:17.620 able to create a good friendship over the phone, you know?

00:46:20.540 And most of the friendship creation process is not even talking about the product.

00:46:25.400 It's not talking about the solution.

00:46:26.960 It's talking about other shit.

00:46:28.460 I mean, Ephraim's sitting here with us.

00:46:30.000 He sold me two Lamborghinis and a Rolls Royce.

00:46:33.160 How much do we talk about cars?

00:46:35.160 We talk about business all the time.

00:46:36.980 We talk about cars 5% of the time.

00:46:39.300 We talk about business 95% of the time, and that's the truth.

00:46:43.700 And so we found common ground, and I know that he's genuinely interested in this, which

00:46:47.740 is why he's here today.

00:46:48.860 But I mean, let's say you weren't, and you just found the common ground.

00:46:53.280 That's a lot of people's problems is that they can't relate on different levels, you know?

00:46:59.360 Like for me, what I always used to do with customers is I would find common ground in

00:47:02.640 their car because I'm a car person.

00:47:04.520 So you find what you're interested in, and you talk about it, and you create a relationship

00:47:09.300 with this person.

00:47:10.120 You know, me and my brother have a saying that we use, make a friend, make a sale, you

00:47:13.800 know?

00:47:15.560 And as long as you're solving a problem and you keep that in mind, it's not going to be

00:47:19.240 a problem.

00:47:20.180 You know, it's going to come automatically.

00:47:21.640 So, you know, interpersonal relations, solving the problem, you blend them together, it creates

00:47:26.200 good service, good experience.

00:47:27.340 This is just restating in different words what you're already saying, but I like the concept

00:47:31.820 of you're talking about creating a rapport with somebody, a connection.

00:47:35.800 And that's what, you know, not to be totally down on millennials or anything, but sometimes

00:47:39.980 they're so distracted by-

00:47:41.200 Dude, look, man.

00:47:41.620 These kids grow up playing fucking Call of Duty, man.

00:47:44.300 Yeah.

00:47:44.580 They sit in their basement for 13 hours a day playing Call of Duty.

00:47:47.820 You can't expect them to have those kinds of skills.

00:47:50.740 But as you've pointed out-

00:47:51.620 You and Ben and everybody in this room, we're all of the age of, we're all over 30.

00:47:59.280 All of us, we grew up, like, talking to people and playing outside and, like, doing shit.

00:48:05.400 The kids now didn't grow up that way.

00:48:07.060 They grew up on, you know, the last 10 years, they grew up on MySpace, Facebook, social media,

00:48:11.600 the internet, email, texting.

00:48:14.040 They didn't, you can't expect them to know this shit or be as good at it, which is why,

00:48:18.220 by the way, if you're a young person listening and you can perfect these skills-

00:48:22.100 Exactly.

00:48:22.120 You're at a tremendous advantage over the rest of your age group.

00:48:25.460 Exactly.

00:48:25.860 I think the easiest-

00:48:26.600 Which is why we're going to have a course on this.

00:48:28.500 Oh, dude.

00:48:29.120 I would trade places with any 19-year-old, any, any 19-year-old right now on earth.

00:48:35.440 Yeah.

00:48:36.060 Because the opportunity is fucking ridiculous to be successful.

00:48:39.800 But look for that course in the next year because that's what we're going to, we're going

00:48:42.780 to have a course basically on interpersonal communication in the digital age.

00:48:46.580 Right.

00:48:46.900 And knowing how to-

00:48:48.580 Yeah, yeah, yeah.

00:48:49.080 I mean, the thing is though, at the end of the day, you know, it's, it's, it comes down

00:48:55.040 to basic stuff, you know, and while, while we're talking about solving a problem and creating

00:48:59.560 a good interaction and rapport and a relationship with the customer, okay, that's, that's basic

00:49:05.240 customer service.

00:49:06.420 That, that might be even called customer satisfaction, but customer satisfaction and the reason the name

00:49:11.580 of that book, customer satisfaction is worthless is because you're talking about the minimal

00:49:16.860 amount of service to not piss somebody off.

00:49:21.140 That's what customer satisfaction is.

00:49:22.820 When, so when somebody says, oh, we got 99% customer satisfaction rate.

00:49:26.520 Well, so fucking what?

00:49:27.660 That means you didn't piss off 99% of the people and that 1% is pissed at you.

00:49:31.560 That's not good.

00:49:33.140 You know, what's good is we have a 99% loyalty rate or we have a 99% retention rate.

00:49:39.080 That should be your goal.

00:49:40.460 And the way you do that is by blending, you know, the solving of the problem, the personal

00:49:45.320 interaction and putting in a third aspect, which is looking for the opportunity to go

00:49:48.960 the extra mile and wow your customer.

00:49:51.240 Okay.

00:49:51.920 Like we gave the example a minute ago about patching the tire for free or something that

00:49:57.520 you could do for them.

00:49:58.880 And it can be a lot of different things.

00:50:01.800 I mean, we just gave out a go the extra mile award, which we have every month in our company,

00:50:05.360 which is for the core value of go the extra mile, um, to a guy who went and, uh, or he

00:50:13.720 jumpstarted somebody's car that had a dead battery.

00:50:16.660 Um, actually, no, he didn't win.

00:50:19.740 That was one of the runner up.

00:50:20.860 The one, the one, the guy that won, um, he ordered product for this guy who couldn't

00:50:26.780 find this product anywhere and then ended up driving it like 70 fucking miles to his 0.96

00:50:30.140 house.

00:50:30.520 It wasn't even from your stores.

00:50:32.340 Yeah.

00:50:32.540 Well, he didn't, he bought the product from another company for this guy and then drove

00:50:37.100 it 70 miles to his house.

00:50:39.020 Okay.

00:50:39.560 That's, that's, that's a story that your customer can tell about your company.

00:50:44.100 You know, like something that we do like here in, in locally in our retail stores,

00:50:49.000 um, if somebody calls for a competitor's product, like there's products competitors

00:50:53.860 carry, um, somebody calls and says, Hey, you know, I want to go to max muscles, a

00:50:59.240 competitor here locally.

00:51:00.080 And they say, Hey, I want this max pro 40 protein instead of our guy saying, Hey, uh,

00:51:07.200 well, let's try this instead, blah, blah, blah.

00:51:08.920 You know what they do?

00:51:09.600 They pick up the fucking phone and they call max muscle and they say, Hey, I got this

00:51:13.140 customer down here.

00:51:13.940 He's looking for this.

00:51:15.140 Do you have it?

00:51:16.140 And they're like, yeah.

00:51:17.620 And they're like, okay, well, can you set it aside?

00:51:19.360 And usually the phone's like dead silent, you know, they're like, Holy fuck, you know,

00:51:22.900 but what do you think that customer thinks?

00:51:26.600 I mean, you talk about loyalty and situation like that, right?

00:51:30.200 The customer does, but, but that's what you're talking about is building a true relationship.

00:51:33.900 It's not just about one sale.

00:51:35.860 It's not, it's not just, can you generate revenue right now?

00:51:38.820 It's, I want to build a relationship.

00:51:40.260 And if that means I'm going to send the protein down the street today, that person's coming

00:51:43.760 back and they're going to refer.

00:51:45.660 I solved that person's problem today.

00:51:48.840 But that, so that's what the most successful salespeople do. 1.00

00:51:51.840 So I get to do sales training all over the world.

00:51:53.820 The last three years, I've been a sales trainer for the St. Louis Cardinals for their front

00:51:57.760 office ticket sales, group sales.

00:51:59.380 It's an amazing experience.

00:52:01.020 What we do when we work with them, any sales team is helping them understand, get on the same

00:52:06.560 side of the table with the person that you're selling to, right?

00:52:09.980 The goal is not to get into an argument about whether or not you're going to buy this or

00:52:13.700 to beat each other up over price or to act like there's one option for anything.

00:52:18.160 It's providing options and getting on the same side of the table so you can provide a solution.

00:52:23.220 So when somebody calls it.

00:52:23.880 And that's why I don't like the term sales because it's not even selling.

00:52:26.740 It's finding solutions.

00:52:28.360 It's helping.

00:52:29.780 The term selling is fucking outdated.

00:52:32.040 If you're thinking in terms of selling, you're not focused on the right shit.

00:52:35.340 So let me share this by the Cardinals.

00:52:37.660 It's a unique perspective.

00:52:38.620 When people call in, you know, somebody wants to buy tickets, right?

00:52:42.020 The Cardinals will immediately say, tell me about your favorite experience at Bush Stadium.

00:52:45.580 They want to understand the emotion of why you want to buy the tickets.

00:52:48.840 Then they want to help them understand the tickets that are available for a game.

00:52:52.520 How easy would it be, right?

00:52:54.440 People don't necessarily know what tickets are available.

00:52:56.980 Here are the most expensive tickets in the house.

00:52:58.680 At Bush Stadium, it's the green seats.

00:53:00.180 All we have is green seats.

00:53:01.580 That person doesn't know.

00:53:02.780 Instead, they're walking through saying, who are you going to come to the game with?

00:53:05.740 You come with your best friend?

00:53:06.680 You come with your kids?

00:53:07.780 Are we going to put you near the kids' corner?

00:53:09.540 Are we going to put you near an all-inclusive area where you don't have to worry about beer

00:53:12.860 and you don't have to worry about food?

00:53:14.420 They're going to go through options so that they're helping with a solution.

00:53:17.640 That's exactly the way that we train the Cardinals team because we want them to understand

00:53:21.720 when you provide solutions and give somebody the power to choose what they want,

00:53:26.220 they will come back wanting more.

00:53:27.500 Not only that, think of the stories that are told.

00:53:30.420 I think it's no coincidence that the Cardinals fans are some of the most passionate,

00:53:34.280 raving, lunatic fans on the face of the earth because the experiences that they have

00:53:38.180 when they go to the stadium are like that.

00:53:41.420 You don't go to Bush Stadium and have an experience of, oh, that sucked.

00:53:48.100 It's always awesome.

00:53:49.180 It's always over the top.

00:53:50.660 And you know what?

00:53:51.460 They've got some of the most expensive beer on the face of the earth,

00:53:54.680 but no one cares because of how awesome the experience is, you know?

00:54:00.860 Well, obviously, we could talk about this stuff for a long time

00:54:03.400 and even have several episodes in the future about it.

00:54:06.600 I think we need to.

00:54:07.500 We do.

00:54:08.000 I think, you know, I can get so far into this

00:54:10.820 because if there is an area that I'm a true expert in business,

00:54:15.980 small business especially, it's customer service and culture building,

00:54:20.080 and I can do both and I'm confident of both,

00:54:22.020 that I'm one of the best in the world at doing that.

00:54:24.680 And there's so much I could go into about the customer service.

00:54:28.040 We've basically scraped one millimeter of what can be done

00:54:34.460 and really all it is is why it's important.

00:54:37.260 That's really what we've talked about and how you could start to look at it.

00:54:40.340 So if you guys want to take one thing away from today's podcast, it's this.

00:54:44.900 Start looking for opportunities to go that extra mile

00:54:49.540 so that your customers will tell stories about you

00:54:52.720 and do the marketing for you, bring you their friends and family.

00:54:57.240 And you do that by educating, earning their trust,

00:55:02.640 and going over the top in any way that you possibly can for them.

00:55:06.900 And if you can just do that, you will be so far ahead of the game

00:55:12.240 in every single way over your competitors because here's the thing,

00:55:16.320 and I get asked this all the time.

00:55:17.700 Don't you worry about telling this because you're competitors or blah, blah, blah?

00:55:22.300 No, because it's hard.

00:55:23.780 It takes effort to do this.

00:55:25.820 And you could do it for one day, but the reality is it's like a diet.

00:55:30.720 It's like business in general.

00:55:33.300 If you don't make a commitment to thinking this way permanently, it doesn't work.

00:55:38.540 So you have to do it for a long, long, long time

00:55:42.000 and make it who you are and what your business is about

00:55:44.380 and part of your culture.

00:55:45.620 And most companies just aren't willing to do that.

00:55:48.460 But I think the secret is in the process that is fueled by your passion.

00:55:53.100 It starts with your passion.

00:55:54.420 So as you go and train your people, it's them having the passion

00:55:57.780 to want to go and to follow through the steps that you're talking about.

00:56:00.720 Yeah, you have to be living, breathing, psychotic about service

00:56:07.420 for this to catch on with your company

00:56:09.260 because most people that work for you,

00:56:11.720 they've had other jobs that were frankly probably bullshit jobs.

00:56:15.620 You know, like I picture like Office Space, the movie.

00:56:17.960 Oh, I'm sitting there and, you know,

00:56:19.520 Lumberg comes in with his TPS reports, you know,

00:56:22.220 and it's like, fuck this guy. 0.89

00:56:23.820 That's what most people deal with at their job.

00:56:26.220 You know, most people deal with a culture that sucks.

00:56:28.720 And what you'll find, which is really cool,

00:56:31.760 is most people want to help the customers.

00:56:34.920 Because you know what?

00:56:36.180 It's super fun.

00:56:37.820 When you take a customer,

00:56:39.460 especially one who is like standoffish in the beginning,

00:56:43.180 and you make them a raving, lunatic fan of your brand, 0.57

00:56:47.600 it's extremely satisfying and fun.

00:56:50.080 So when you teach this to your people,

00:56:53.220 and they go out, execute it,

00:56:55.180 and they do it over and over again,

00:56:56.400 they're going to have experiences that are tremendously rewarding for them

00:56:59.840 outside of just getting a paycheck.

00:57:04.220 Okay?

00:57:04.440 And then you're on to something.

00:57:05.820 Because now what you're on to is you've turned your guys on to a mission.

00:57:09.880 When I say your guys, I mean your team.

00:57:11.680 Okay?

00:57:11.860 It's just how I speak.

00:57:12.780 That's Midwest.

00:57:13.520 Yeah, it is.

00:57:14.740 We say guys.

00:57:15.760 Guys is all encompassing.

00:57:16.640 Guys is guys and girls.

00:57:18.740 Right.

00:57:18.920 So you've turned your team on to a new mission.

00:57:23.640 And the new mission is to create as many duplicate fans, lunatics,

00:57:31.460 crazy people that brag about your brand passionately as you possibly can.

00:57:37.620 Now you've created a new game and a new mission for your guys.

00:57:40.460 And, dude, those guys love it because it's fun.

00:57:44.080 And you know what?

00:57:45.180 You're not selling anything.

00:57:47.020 You're providing a solution with passion multiple times over and over and over and over again.

00:57:52.180 And you can't not have electricity in your company when that's your focus.

00:57:57.240 It just snowballs.

00:57:58.140 And all of a sudden, you've got this awesome culture that's based around helping people, providing solutions.

00:58:04.280 And on top of that, you've got thousands of people out there bragging about your company

00:58:08.640 and sending their friends and family and trusted loved ones to you.

00:58:13.640 You can't beat it.

00:58:14.880 And that's why I talk about the do the right thing economy because it's all based around doing the right thing.

00:58:21.540 You know, it's not traditional business.

00:58:23.740 Business has changed.

00:58:24.840 Social media is changing the way word of mouth travels, the speed at which it travels.

00:58:30.760 You can no longer do the things you used to do.

00:58:33.780 And for you to succeed in business, you have, have, have to do the right thing with passion.

00:58:41.120 And it all starts with how ridiculously dedicated and passionate you are with your own employees and your customers.

00:58:48.860 Guys, in addition to the show notes that we're going to have for this podcast episode,

00:58:52.580 I'm also going to, I'll talk to Andy after the, after the session's ended here and just get an additional recommendations for books that deal with customer service.

00:59:00.920 I know you're big on Jeffrey Gittimer's book.

00:59:03.500 What's the name of that book again?

00:59:04.920 Customer satisfaction is worthless.

00:59:06.720 Customer loyalty is priceless.

00:59:07.820 Yes.

00:59:08.100 So this is how.

00:59:08.760 That's the best book on customer service you'd ever read.

00:59:10.800 There's another local author, good friend of mine, a mentor, Shep Hyken here in St. Louis, and he's a Hall of Fame speaker, and he's written six books.

00:59:18.200 I mean, he's one of the top guys in the world for customer service.

00:59:20.700 Great books.

00:59:21.440 I mean, Cult of the Customer.

00:59:23.300 I mean, all kinds of things and stuff.

00:59:24.820 It's just, it's incredible, these guys, because they've poured a lifetime into researching.

00:59:29.700 And then that's the impact, right?

00:59:30.940 I mean, Andy's been impacted by their books.

00:59:32.660 So it's our opportunity to keep learning so that we can keep better, to deliver process, and to deliver service.

00:59:37.080 Nice.

00:59:37.520 So you can find all those show notes and resources, themfceo.com slash p10.

00:59:44.540 I want to do something a little different to close out, guys, so indulge me on this.

00:59:47.760 Okay, Ben, we're going to start with you, and then we're going to have Andy finish this up.

00:59:51.620 But, Ben, I want you to give a one minute.

00:59:53.520 This podcast is going to come out on Tuesday, so people are going to have the rest of the week to basically kill it, all right?

01:00:01.780 So I want you to take one minute or less to give whatever's on your mind to help them kill it this week, and then, Andy, you're going to finish up.

01:00:10.080 Believe it or not, I'm going less than one minute.

01:00:11.820 It's going to be quick.

01:00:12.620 Find what you're passionate about in your business and allow that passion to fuel what people feel that you do business with.

01:00:20.220 And if you get fired up and you get passionate about the things you enjoy, people are going to feel it, and they're going to want to do business with you.

01:00:25.900 Nice.

01:00:26.380 All right, Andy, you're going to.

01:00:27.180 Listen, if you want to kill it this week, start by changing your thinking today about what it means to service a customer.

01:00:36.620 Servicing a customer is no longer taking their money and providing them with a product.

01:00:42.420 Servicing a customer now entails educating, trusting, building loyalty, providing a solution, becoming friends, going the extra mile, and put all that shit together.

01:00:54.420 And start thinking of your customers, not as customers, but as people who are going to go out and advertise for your business.

01:01:04.300 And if you start thinking of your customers today and beating this into your brain, that they are people who will go out and advertise for you, you'll automatically treat them a lot better than you used to.

01:01:15.400 Perfect.

01:01:16.180 Thanks, guys.

01:01:17.060 Thanks for listening, guys.

01:01:18.100 Are we done?

01:01:18.420 We'll see you next week.

01:01:18.920 Yeah, we're done.

01:01:19.540 We're done.

01:01:19.740 I want to keep going.

01:01:20.580 You want to keep going?

01:01:21.360 Yeah.

01:01:21.640 Well, you got to sign off for us because we're done.

01:01:23.560 Listen, guys, we're going to follow this up with other podcasts in detail, step-by-step directions on customer service.

01:01:30.380 I promise you I'll share with you what I know in every detail when it comes regarding the subject because the companies that are going to be great from this day forward are going to be built around the idea of long-term customer service.

01:01:45.600 Oh, one other thing, guys.

01:01:46.740 We're going to have the drawing for the reviews.

01:01:48.760 Some of you have sent in your iTunes reviews, and we promised that we were going to have a drawing to give away a prize.

01:01:54.740 We're going to do that the first week of September, so the first podcast in September.

01:02:01.140 So if you haven't done a review and you still want to be eligible for the prize, we're going to come up with a really good prize.

01:02:07.480 Then go ahead and send us an iTunes review, and you will be eligible to win the contest.

01:02:12.600 So some of you have been asking about that.

01:02:14.600 Just wanted to give you an update on that.

01:02:15.940 And I think that's the show, is it?

01:02:19.200 That's the show.

01:02:20.060 All right, guys.

01:02:20.600 Listen, thank you so much for tuning in.

01:02:22.940 Thank you so much for all the reviews that you guys have been putting through.

01:02:25.980 It's been amazing.

01:02:26.940 We're having a lot of fun.

01:02:28.720 I feel like we're doing a good job.

01:02:30.600 If we're not, let us know, and we'll delete your email out of the inbox without reading it.

01:02:35.740 All right?

01:02:36.280 Thanks for listening, guys.

01:02:37.500 We'll see you next time.

01:03:02.600 All I do is work.

01:03:04.180 All I do is work.

01:03:05.700 Hides always work

01:03:07.360 Hides always work

REAL AF with Andy Frisella - August 11, 2015

Customer Service 101, with Andy Frisella - MFCEO10

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