Valuetainment - Customer Experience： The $3.7 Trillion Dollar Mistake Companies Make

00:00:00.000 We're going to have a big breakthrough about business today.

00:00:01.680 You ready?

00:00:02.080 One question, very simple question.

00:00:03.860 Can you tell me, businesses you went to, that you said, I will never go back to this place

00:00:09.240 ever again?

00:00:10.640 Was it because of price?

00:00:12.500 Was it because of product?

00:00:14.220 Was it because of speed?

00:00:15.780 Or was it because of service?

00:00:18.260 Some tells me you said service.

00:00:20.960 Yes?

00:00:21.640 Yes.

00:00:22.300 You know why?

00:00:23.600 According to Gartner and Walker, a study that came out, they said by 2025, which is today,

00:00:28.120 89% of businesses are expected to compete mainly on customer experience rather than product

00:00:36.440 or price.

00:00:38.000 We're going to talk about how you can improve your customer experience in your company today.

00:00:52.040 If you get value out of this video, give it a thumbs up and subscribe to the channel.

00:00:55.100 Last week, a client of ours at Bedeva Consultant flies in in his private jet, lands at the

00:01:00.200 campus, comes upstairs. 0.98

00:01:01.720 They're introducing to me, just basic shaking ass talking to them. 0.98

00:01:05.460 Afterwards, they leave. 0.97

00:01:06.900 I'm leaving at night while I'm driving past our cigar lounge, the boardroom.

00:01:11.600 I see them doing a video.

00:01:13.500 They're going to go have a cigar with a couple of our reps over there. 0.98

00:01:17.260 I pull up while they're shooting the video.

00:01:19.360 I'm like, how are you doing?

00:01:20.420 How are things?

00:01:21.120 Oh my God, we're about to go here.

00:01:23.320 No way.

00:01:23.700 Yes, Mike Tyson just left.

00:01:25.120 You got to be kidding me.

00:01:26.540 No, he was just, seriously, yes.

00:01:28.920 I said, man, when you guys go in there, Michaela is going to treat you royally. 1.00

00:01:32.520 They said, you know, that's exactly what we were talking about.

00:01:35.340 What's that?

00:01:36.220 I cannot believe how many of your employees across any of the companies, how well they

00:01:41.160 treat us.

00:01:41.840 It's amazing.

00:01:43.160 I said, perfect.

00:01:44.240 When he said that, I started thinking about it.

00:01:46.020 And when I think about myself, I said this to them.

00:01:48.700 I said, let me tell you why.

00:01:50.060 Me, as a customer, I am so demanding.

00:01:54.360 I want great service.

00:01:56.100 But guess what?

00:01:56.940 I can't go to McDonald's and say, this Big Mac better be great.

00:02:01.080 No, because it costs a few dollars.

00:02:02.800 But I can go to a three Michelin star place that's taking $1,000 from me for three people.

00:02:06.840 I can say, expect good service or else I'm never coming back to this place.

00:02:10.680 I want to be treated better as a customer.

00:02:13.260 So because it's important to me, I want to give it to my customers in every way.

00:02:18.040 Sometimes we were bad with our product and insurance, but we nailed it with customer service

00:02:21.980 for our reps and our clients.

00:02:23.160 We may have not had the best technology, not had the best speed at the time because our

00:02:27.080 technology was broken.

00:02:28.160 One night, we're launching this new service.

00:02:29.960 We spent $10 million into the software.

00:02:32.080 We launched it to tell you, if I sit there with me, Tom, Mario, Jen, Moral, Ticron, and

00:02:38.160 I say, give me the top 10 worst days of us building the insurance company.

00:02:42.220 Top 10 worst days.

00:02:43.680 Every one of them is going to tell you the launch of our software in their top five.

00:02:48.760 Some will put a number one.

00:02:49.980 It was so chaotic that we couldn't find clients, paperwork, documents.

00:02:55.680 So I said, here's what we're doing.

00:02:57.080 We're all going to set up 10 Zooms.

00:02:59.620 We all sat behind a computer and I said, if you're having issues with finding this,

00:03:05.040 you're on this Zoom.

00:03:05.940 If you have an issue doing this here, we said till two, three o'clock in the morning, I'm

00:03:10.220 answering Zooms with people because people saw us saying, man, product didn't work.

00:03:16.060 Speed was broken.

00:03:17.480 We couldn't get no pricing, but oh my God, these guys offered us incredible service.

00:03:21.620 We sent edible arrangement to all our offices.

00:03:23.780 We sent anything and everything to make him good and people forgave us.

00:03:27.440 Why?

00:03:28.060 Because we heard them out.

00:03:29.620 So when it comes down to business, sometimes at the beginning stages of your business,

00:03:33.500 you're not going to be able to compete with product.

00:03:35.380 You're not going to be able to compete with speed.

00:03:37.220 You may not even be able to compete with price, but if you're able to compete in the

00:03:40.980 way you treat people, they'll be patient until you improve everything else.

00:03:45.480 Let me tell you why this is so important.

00:03:46.700 Do you know a study came out last year by Forbes that said subpar customer service cost

00:03:51.620 companies globally $3.7 trillion.

00:03:55.060 You know what that means?

00:03:56.560 $3.7 trillion was at stake.

00:03:59.100 I mean, people lost it.

00:04:00.440 That went elsewhere because they were not happy.

00:04:02.760 So if you're watching and saying, oh my God, this makes sense.

00:04:05.580 And you may say, but I don't run a business.

00:04:07.280 I'm just a realtor.

00:04:08.160 I'm just an insurance guy.

00:04:08.980 I'm just this.

00:04:09.560 It doesn't.

00:04:10.680 Customer experience and customer service has nothing to do with just running a company.

00:04:14.080 It's a mindset.

00:04:15.220 This has to do with everything that you do in your life.

00:04:17.640 Stay with me.

00:04:18.280 Let me tell you the next part.

00:04:19.140 Now, if you're watching St. Pat, I want to learn.

00:04:21.820 I want to get better.

00:04:22.960 There's three ways people look at this.

00:04:25.160 There's some that are interested.

00:04:26.980 You know what?

00:04:27.300 I'm interested.

00:04:28.000 Tell me more.

00:04:29.000 There are some that are going to watch this and they're going to say, I'm fully committed.

00:04:31.380 I want to improve this.

00:04:32.500 But the few that are obsessed, those are the people that are actually going to make some

00:04:36.540 changes in this.

00:04:37.260 So let me talk to the obsessed few.

00:04:39.160 If you're obsessed, there's a few things that matter.

00:04:42.240 One with customer service, customer experience, if you're obsessed with it, you have to be

00:04:47.280 willing to talk to happy and unhappy customers.

00:04:49.860 At the beginning stages of my insurance company, when I started it, we had a handful of people

00:04:55.160 that were just, they hated us so much that they were writing stuff all over the place.

00:05:00.260 I'm like, all I want, and I talked to one of my guys.

00:05:02.640 I'm like, when have you called them?

00:05:04.060 I haven't called them.

00:05:04.820 Why didn't you call them?

00:05:06.220 When's the last time you committed a complaint about this?

00:05:08.200 Three weeks ago.

00:05:09.180 You've waited three weeks to call this guy?

00:05:10.920 Yeah, but he's bad.

00:05:12.660 It doesn't give me the vibe that he wants to talk to people.

00:05:14.900 I'm going to call him.

00:05:16.040 I pick up the phone, I call him.

00:05:17.640 I say, Johnny, yes, I'll never forget this.

00:05:20.080 I have my crew sitting next to me.

00:05:21.880 This is Patrick B. David.

00:05:23.240 I'm the CEO of PHB.

00:05:25.040 Oh, you, bah, bah, bah, bah, bah, bah, bah. 1.00

00:05:26.820 I said, okay, can I ask you a basic question?

00:05:28.600 Yes.

00:05:29.440 What did I do to upset you so much?

00:05:32.040 What did you do?

00:05:33.260 Let me tell you what you did.

00:05:34.600 All you rich capitalists, all you want to do.

00:05:36.980 I'm like, rich capitalists?

00:05:39.020 I said, okay.

00:05:39.520 Tell me where you're going with this rich capitalist.

00:05:42.660 What's your issue?

00:05:43.900 You know, let me write this out.

00:05:46.380 Finally, 45 minutes later, he told me he had gone to school.

00:05:51.120 He hated capitalists.

00:05:52.600 He had a big fall on out with his dad.

00:05:54.120 His dad was a capitalist.

00:05:55.520 He had an issue with all the stuff that was happening with him.

00:05:57.640 I said, so it's not the product.

00:05:59.220 No, it's not this.

00:06:00.380 So you simply are not happy with what we stand.

00:06:02.700 Or mission?

00:06:03.060 Yes.

00:06:03.740 Saving America by bringing you back to free enterprises when hope to American families?

00:06:07.160 Yes.

00:06:07.620 So you just don't like the fact that I say capitalists?

00:06:09.560 Yes.

00:06:10.380 I said, but not us?

00:06:11.840 No, you're good.

00:06:13.000 I said, well, buddy, you got to give us a break with this.

00:06:14.720 He said, no, listen, I never thought you would call me.

00:06:16.400 Just the fact that you called me.

00:06:17.320 I still don't like the company.

00:06:18.600 I still don't like that.

00:06:19.600 But you know what?

00:06:20.200 I like the fact that you called me.

00:06:21.220 I said, no problem.

00:06:21.740 You know what happened?

00:06:22.560 He removed all his reviews.

00:06:24.440 Six, seven, eight years later, sends me an email saying, I'm now a capitalist and I'll

00:06:28.800 never forget the way you treated me.

00:06:30.440 I would have never thought that was one of our complaints.

00:06:33.120 I called another one.

00:06:34.200 Tell me what happened.

00:06:35.320 So the rep didn't tell me the full story.

00:06:37.300 I talked to the customer.

00:06:38.620 I found out the story from them.

00:06:39.940 I called the rep.

00:06:40.880 It was actually the rep's fault.

00:06:42.280 I talked to them.

00:06:42.860 I said, what are we doing?

00:06:43.780 I said, let's get on a Zoom together.

00:06:45.060 We did.

00:06:45.540 The customer, we apologized.

00:06:46.800 This is our mistake.

00:06:47.580 How can we make it better?

00:06:48.880 The client looked at him and says, you know what?

00:06:50.320 Just the fact that I'm not coming back.

00:06:52.120 But just the fact that you did this, it tells me I'm going to share this with other people.

00:06:55.520 Great.

00:06:56.040 I got involved.

00:06:57.220 So number one, you can't be interested about this.

00:06:59.980 You can't just be committed to this.

00:07:01.480 You have to be obsessed with this.

00:07:02.620 And if you're obsessed with this, it starts with you.

00:07:04.540 Not your customer service representative, not your C-suite executives, not with your middle 1.00

00:07:10.120 management.

00:07:10.840 It starts with the CEO, the founder.

00:07:12.460 It must matter to you.

00:07:13.580 And you need to go out there and make yourself available to talk to these people.

00:07:16.820 Let me tell you the second part.

00:07:17.720 Now, do you know when they talk about customer service, what they like the most?

00:07:24.100 Watch this.

00:07:24.560 This is from U.S. Chamber of Commerce.

00:07:27.040 Ready?

00:07:27.580 83% of customers feel more loyal to brands that respond and resolve complaints swiftly.

00:07:35.780 What does this mean?

00:07:36.760 Fast.

00:07:37.460 Keyword.

00:07:38.480 Accessibility.

00:07:39.640 If I want customer service, do you ever get on these websites where you call, you're

00:07:42.960 waiting for like 22 minutes or seven minutes.

00:07:44.640 You're like, oh my God, I'm sick and tired of this.

00:07:47.020 Or even worse, you go on the website and they have this chat that you ask the questions on

00:07:50.840 chat, right?

00:07:51.340 Oh my God.

00:07:51.780 You know what I'm saying?

00:07:52.460 Yeah.

00:07:52.780 So I said, is this actually a person?

00:07:54.740 Yes, it is.

00:07:55.400 Can I talk to somebody?

00:07:56.460 What is your issue?

00:07:57.120 Can I talk to somebody?

00:07:58.060 What is your issue?

00:07:58.560 Can I talk to somebody?

00:07:59.500 What is your issue?

00:08:00.420 The rule of three, you know, we press zero, zero, zero, zero, zero.

00:08:02.840 They don't let you.

00:08:03.940 They don't want you to talk to anybody, right?

00:08:06.140 I don't like it.

00:08:07.360 Maybe you don't like it.

00:08:09.120 See in service, you have to find a way to be more accessible.

00:08:11.720 We launched our app, Manect.

00:08:13.740 When we launched our app, Manect, we're sitting there and we're noticing there's a lot of issues.

00:08:20.020 How do you do this?

00:08:20.740 How do you do that?

00:08:21.280 How do you do that?

00:08:21.880 Circles, all this other stuff.

00:08:23.260 I said, guys, here's what we're going to be doing.

00:08:25.400 We're going to launch a circle on Manect called Manect Support, which is anybody and everybody

00:08:32.360 that gets to ask any questions, guess who is a support representative customer service

00:08:38.860 for Manect on Manect Support?

00:08:41.360 Anybody and everybody.

00:08:42.760 The CEO, the CTO, the executives, customer service, coders. 1.00

00:08:47.880 We all answer all the questions that come up here all the time.

00:08:52.460 Okay?

00:08:52.680 And guess what happened now?

00:08:53.580 Now, this is our biggest circle that we have, all because people are asking questions and

00:08:57.980 we address all their concerns here.

00:08:59.880 You know what their comment section is?

00:09:01.320 I can't believe how fast you guys got back to me.

00:09:03.300 It's one o'clock in the morning.

00:09:04.340 I respond.

00:09:05.160 I can't believe how, I cannot believe what's going on over here.

00:09:07.800 And they're more patient as we're making the technology better, as we're making the speed

00:09:12.040 better.

00:09:12.800 People value accessibility.

00:09:15.580 A lot of people don't want that today.

00:09:17.240 Customers value it.

00:09:18.740 Last but not least, I can give you 20, 30 points on this, but I'm going to give you

00:09:21.440 the last one.

00:09:22.620 You can't commit to this for only one month or one year or two years.

00:09:26.860 This is long-term.

00:09:28.460 You got to say, this is part of my life.

00:09:31.800 I believe at 28 years old, I made a decision.

00:09:34.380 What is the biggest goal in life I have?

00:09:36.740 Is it to be wealthy?

00:09:38.260 Is it to have nice cars?

00:09:39.720 Is it to be famous?

00:09:40.600 Is it to be rich?

00:09:41.580 What is your ultimate goal?

00:09:42.680 For me, it was very simple.

00:09:43.740 To be a leader amongst leaders, period.

00:09:47.100 That's what it was.

00:09:47.740 It wasn't a one-year commitment, not a one-month commitment, not a three-year commitment.

00:09:52.420 It's a lifelong commitment.

00:09:53.880 I want to be an example that other leaders want to say, you know what?

00:09:57.760 That guy's an example I want to follow.

00:10:00.180 Customer service obsession, if you're going to do it, it's hard.

00:10:03.700 Don't say, I'm going to do it and just do it for one month.

00:10:05.620 If you do it for the rest of your life, whether it's your customers, whether it's your employees,

00:10:11.940 whether it's your executives, whether it's your partners, whether it's the area you're

00:10:16.360 in every possible way, give such a...

00:10:19.620 Tomorrow, we have an event here.

00:10:21.080 We have about 500 people that are going to come here that want to see the campus, okay?

00:10:24.960 You know what we're doing to give them a better experience?

00:10:27.280 These are people that buying Vaultic is that just kind of want to see our operation.

00:10:30.860 When they come here, there's going to be jets sitting out there.

00:10:33.940 There's going to be registration when they come in.

00:10:36.160 There's going to be, you know, hors d'oeuvres when they walk into the hangar and they're

00:10:39.760 walking around.

00:10:40.580 We have exotic cars here, SP3 Ferrari.

00:10:43.980 We have La Ferratis here.

00:10:45.640 We have all these exotics.

00:10:46.880 They're going to be walking on with an incredible level of experience.

00:10:49.420 So when they leave afterwards, they're going to go to the boardroom cigar lounge.

00:10:53.020 Then they're going to get service there.

00:10:55.160 Everything you do, if you choose to take this route, it doesn't mean you have to kiss people's 0.99

00:10:59.700 ass. 0.99

00:10:59.880 It doesn't mean you have to walk on eggshells.

00:11:01.880 It doesn't mean you have to, you know, be good to 100% of all your customers, including 0.99

00:11:06.300 the people that are being jerks. 0.98

00:11:07.700 It means sometimes you have to fire your customers, but it's a commitment that I'm going to do 0.99

00:11:12.180 my part to give you such amazing service that if you don't appreciate it, you're leaving

00:11:17.480 because you don't value that, but I'm going to do my part.

00:11:20.140 But it's a lifelong commitment that you got to make as the operator and the leader.

00:11:25.040 You may be watching and saying, Pat, I got some questions for you.

00:11:27.740 No problem.

00:11:28.160 You can connect me here.

00:11:28.920 Ask me any questions.

00:11:29.740 I will respond back to you.

00:11:30.640 Whatever questions you want to ask about this specific, send us a question.

00:11:33.960 We'll address it.

00:11:34.560 Number two, if you enjoyed this video and you want to watch another video on the difference

00:11:39.700 between customer service and customer experience, here's a video I shot probably seven, eight

00:11:43.720 years ago.

00:11:44.460 Very good video to watch on the difference.

00:11:46.060 I got a few million views.

00:11:47.340 And if you got value out of this video, give it a thumbs up and subscribe to the channel.

00:11:50.900 Take care, everybody.

00:11:51.560 Bye-bye.

00:11:51.800 Bye-bye.

00:11:51.920 Bye-bye.

Valuetainment - September 01, 2025

Customer Experience： The $3.7 Trillion Dollar Mistake Companies Make

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