Valuetainment - November 16, 2018


Episode 212： 19 Customer Service Mistakes to Avoid


Episode Stats


Length

19 minutes

Words per minute

218.875

Word count

4,323

Sentence count

388

Harmful content

Misogyny

4

sentences flagged


Summary

Summaries generated with gmurro/bart-large-finetuned-filtered-spotify-podcast-summ .

In this episode, Pat Rubin talks about the 19 common mistakes businesses make with customer service and how to avoid them. Pat Rubin is a former customer service rep and has been in the trenches with over 20 years of customer service experience.

Transcript

Transcript generated with Whisper (turbo).
Misogyny classifications generated with MilaNLProc/bert-base-uncased-ear-misogyny .
00:00:00.000 30 seconds. One time for the underdog. Ignition sequence start. Let me see you put them up. Reach the sky, touch the stars up above. Cause it's one time for the underdog. One time for the underdog.
00:00:17.300 I'm Pat Rubin, your host of Valuetainment and today we're going to talk about the 19 customer service mistakes to avoid.
00:00:23.180 Here's the first one. I've been on hold for 15 minutes. Have you ever said that? You've been on the line for 15 minutes. No one's answering you.
00:00:29.580 They're not even giving you an option on callback. I've been on hold for 15 minutes. Then they answer the call. The second one.
00:00:35.400 So this is not the right department. Let me try to get a hold of somebody that can help you. Okay, great.
00:00:39.900 Well, it's also not my department. Let me try to get a supervisor because they can approve this.
00:00:43.420 Well, who can really help me out? Why are you transferring to four different people?
00:00:47.160 Which leads me to the next one. Tell me if you've experienced this one before.
00:00:50.400 So the person that transferred me to you, did they explain to you my frustration or the situation I'm in?
00:00:56.040 No. So you mean to tell me I have to explain it again for eight minutes? Yes.
00:01:00.520 Oh, that is so frustrating, right?
00:01:02.820 Here's the fourth one. You know how you talk to somebody and they're monotone?
00:01:05.940 Yes, I understand your situation, sir.
00:01:08.720 Let me see what I can do for you.
00:01:10.840 I hope I make your day better.
00:01:12.400 You don't care. You're not really trying to do customer service.
00:01:14.980 It's just kind of like going down the script.
00:01:16.980 Here's the fifth one.
00:01:18.480 The product doesn't do what you said it'll do.
00:01:21.120 You said the product's going to do you over-promise and under-delivered.
00:01:24.060 Number six, the competitor said they'll do it better than you, but you don't do this.
00:01:29.220 So for instance, a company will say, well, we don't do it that way.
00:01:31.800 Well, we can't do this.
00:01:32.680 And you say, well, Hertz does.
00:01:34.140 Well, this place does.
00:01:35.000 The other day I met Neiman Marcus.
00:01:36.640 I had a Giuseppe shoe.
00:01:37.580 I'm like, you know what?
00:01:38.060 I bought it from you and this size is very tight.
00:01:40.760 I'd like to be able to exchange it for a half size bigger.
00:01:42.820 We have it.
00:01:43.660 Perfect. Can I exchange it?
00:01:44.860 No.
00:01:45.600 But Nordstrom does.
00:01:46.760 But Neiman Marcus doesn't.
00:01:48.800 So I ask, how come you don't do it?
00:01:49.840 Oh, it's our policy, but Nordstrom does.
00:01:51.640 And the lady happened to be used to working at Nordstrom's back in the days. 0.94
00:01:55.140 Number seven, late responses on electronic messages.
00:01:58.840 You try to get back to somebody, takes a week, five days, three days, two days.
00:02:02.920 Very frustrating.
00:02:04.100 And last but not least, here's what's last but not least.
00:02:06.880 Companies that have zero customer service.
00:02:09.240 I don't mean zero as in bad.
00:02:11.160 No customer service.
00:02:12.300 There is no contact.
00:02:13.280 There is no phone number.
00:02:14.020 You literally have to go online and type in, you know, such and such company's phone number
00:02:18.700 and you still cannot find one, you know, because they choose not to do that.
00:02:21.480 Now, if you're the business owner, yourself watching this, you have to process these eight
00:02:27.400 different common complaints and say, man, how do I address every one of these things
00:02:31.720 and train my employees, my staff, my customer service, myself, so we don't go through this.
00:02:37.580 By the way, I've run a business.
00:02:39.360 I've been on the customer side end and I've been on the business owner side end and I've
00:02:42.680 been on the side that I am the customer service.
00:02:44.760 So I'm the guy running the business, teaching my customer service reps how to do it better
00:02:48.160 and I've been on the service of trying to deal with customers and I was ticked off half
00:02:51.620 the time dealing with them and I've been the customer.
00:02:53.980 So I'm giving you the experience, been in every single aspect of it and I've been frustrated
00:02:58.240 at every single level of it, which leads me to the next one.
00:03:01.540 19 common mistakes businesses make with customer service.
00:03:05.140 Let's get into the first one.
00:03:06.000 Here's the first one, lack of training on how to handle issues.
00:03:10.000 And here's what I mean by lack of training.
00:03:11.980 Somebody comes in, they'll hire you and then they'll say, well, you know, here's the booklet
00:03:16.620 and go study the customer service part.
00:03:18.480 Okay, I read it as if I read it.
00:03:20.460 It's like being on the airline and they say, is everybody here willing and committing to,
00:03:25.320 you know, opening and following the guidelines in case we have an emergency landing?
00:03:29.800 Oh yes, I need a yes from everybody.
00:03:31.520 Yes, yes, yes.
00:03:32.460 And make sure you read the manual.
00:03:33.920 How often have you grabbed that thing and gone through it?
00:03:36.820 That's how some companies treat customer service.
00:03:39.540 And what I mean by training is role playing.
00:03:42.300 If they say this, you say this.
00:03:44.320 If they say that, you say this.
00:03:46.160 If they say this, you say this.
00:03:47.540 You're role playing all those common eight objections and you're role playing, role playing.
00:03:52.300 If they say, I don't know what to say if they say this.
00:03:54.440 That is all part of their training, mistake that companies make.
00:03:57.300 Number two, reactive instead of proactive.
00:03:59.840 So you try to argue with the customer, which by the way, you are never going to.
00:04:04.220 And let me explain this part to you.
00:04:06.360 Here was the common thread with Avis.
00:04:09.440 So I was in Breckenridge.
00:04:11.160 The moment I dropped off my car, I left my iPhone, you know the earpods.
00:04:16.180 I left the case, the white case.
00:04:17.440 So I have the actual earpods.
00:04:19.300 But the case you charge, I left in the middle, right console.
00:04:21.540 And I went, I went to my flight, I called in the Denver International Avis Airport, called
00:04:29.200 them over and over and over again.
00:04:31.840 They put me on hold for 60 minutes and 39 seconds.
00:04:35.720 Secondly, I called their lost and found department.
00:04:38.540 The mailbox was full.
00:04:40.240 I called it again, the mailbox was full.
00:04:42.280 I went through every one of the five numbers to pick that thing up.
00:04:46.180 No one answered.
00:04:46.920 The only one that they answered, the only one that they answered was option number one,
00:04:52.180 which was sales.
00:04:52.780 And they picked up.
00:04:53.800 And the person that answered said, I need to speak to the supervisor.
00:04:56.900 I was on hold for 15 minutes.
00:04:58.660 Then I called Avis directly.
00:05:00.640 When I called Avis directly and I spoke to them, I told them my situation, I got transferred
00:05:05.980 three times.
00:05:06.660 By the way, every single one of the people I dealt with, I have every single one of their
00:05:13.060 names, except for one person, every single one of them made an excuse about why I'm the
00:05:19.700 one at fault.
00:05:20.500 And they said, well, sir, our policy is the same as everybody else.
00:05:23.320 I said, you don't understand.
00:05:24.140 Your policy is not the issue.
00:05:25.700 The issue is your mailbox is full.
00:05:27.660 I can't even leave a message for somebody.
00:05:29.320 But that's not.
00:05:31.120 And so excuse, excuse, excuse.
00:05:32.440 I said, you know what?
00:05:33.440 I will never, listen to me.
00:05:35.040 I will never, ever use Avis ever again.
00:05:38.760 And I'm saying this publicly to you.
00:05:40.020 I will never use Avis again, because to them, everything was justification until I finally
00:05:46.400 got a hold of somebody who was a supervisor.
00:05:48.740 The lady's name was Dana. 1.00
00:05:49.680 So I'm not going to give the names of the other people that I messed up, but I will give
00:05:52.380 the name of a lady named Dana.
00:05:54.420 Supervisor, she gave me her employee ID number. 0.95
00:05:56.120 I'm not going to put it out there.
00:05:57.620 She said, Patrick, would you mind if I call that number to see if the mailbox is full or
00:06:02.060 not?
00:06:02.200 I said, please do so.
00:06:03.640 She calls, puts me on hold, comes back two minutes later.
00:06:06.660 She says, Patrick, I called twice, and you are right, the mailbox is full.
00:06:11.440 And you are right, this is our mistake.
00:06:13.600 This is not acceptable.
00:06:14.740 The only person that didn't argue, that didn't make an excuse, that didn't justify, the only
00:06:20.100 person was Dana.
00:06:21.840 And so you hear so many companies that want to do that.
00:06:24.120 And by the way, I've done it before as a customer service guy, working at Bally's before we
00:06:27.800 would justify.
00:06:28.260 It was never effective.
00:06:29.400 And we had to learn to adjust.
00:06:31.180 So all I'm telling you right now, sometimes with the business, if the customer's making an
00:06:34.200 issue, it is an issue that they dealt with.
00:06:36.560 You just need to deal with them, see what you can do to improve that situation for them.
00:06:39.420 Number three, lack of accessibility to customers.
00:06:42.600 What do I mean by lack of accessibility to customers?
00:06:45.080 You are not accessible.
00:06:46.300 I can't get a hold of you.
00:06:47.440 I have a complaint.
00:06:48.720 Sometimes I complain, if I talk to you for 20 minutes, I'm done.
00:06:51.340 I'm over it.
00:06:52.120 But I can't get a hold of you, so the frustration is building up, and building up, and building
00:06:56.300 up, and building up, and building up, and building up, and then boom, you get a negative
00:06:59.960 review.
00:07:00.320 And you could have simply called me to be able to fix that.
00:07:02.640 Number four, not willing to call an audible that may go against your protocol.
00:07:07.160 What do I mean by this?
00:07:08.060 You'll hear businesses that'll say, well, sir, we'd love to do and help you out with
00:07:10.940 that, but that's just not our protocol.
00:07:12.440 That's not your protocol.
00:07:13.620 How often have you experienced something like this?
00:07:15.240 Well, I understand it, but it's not just our protocol.
00:07:17.020 And then you talk to a supervisor, it's not part of our protocol.
00:07:19.500 Look, recently, the Eagles beat the Patriots in a Super Bowl where nobody thought the Eagles
00:07:27.420 were going to win.
00:07:28.900 Everybody bet on the New England Patriots.
00:07:31.280 You know, the great one, he won the MVP 40 years old, it's just destiny, he's going to
00:07:35.440 win his sixth Super Bowl.
00:07:37.800 And you know what happens?
00:07:39.060 The Eagles have this play.
00:07:40.920 It's a very weird play.
00:07:42.320 It's a play that a coach came out with in college.
00:07:44.620 And they have shown this play on Facebook over and over again.
00:07:48.020 It's got 20, 30 million views.
00:07:50.580 Where the quarterback goes behind the other, not the center, the other offensive line, and
00:07:56.880 it tricks everybody, the ball comes to the running back, and then the other guy runs back.
00:08:00.840 Audible, boom.
00:08:01.820 Throws it to the...
00:08:02.500 The quarterback catches it.
00:08:04.320 Nick Foles touchdown.
00:08:06.000 And that was the touchdown that helped them win the New England Patriots.
00:08:09.240 Because sometimes you've got to call an audible.
00:08:12.080 Sometimes you've got to call an audible.
00:08:13.940 Same thing with customer service.
00:08:15.260 Sometimes your protocol may need an audible.
00:08:17.480 Because this situation here, you need to go above and beyond to make this customer happy.
00:08:21.160 And some companies are too rigid.
00:08:22.480 No, no, it is out of our protocol, so I'm not willing to change.
00:08:26.560 That is a mistake long term.
00:08:27.900 Number five, not coming through on your customer service.
00:08:29.960 This one's fairly simple.
00:08:30.820 If you say to a customer you're going to do something, you kind of got to come through for it.
00:08:33.900 Number six, lack of organization on customer complaints.
00:08:36.240 What do I mean by this?
00:08:37.500 If you're running a business, you've got to have some kind of a CRM or some place where
00:08:42.960 you make notes of the complaint that the customer made.
00:08:46.620 So the complaint that this customer made is under the existing complaint of this customer.
00:08:51.040 So, John Doe, note section.
00:08:53.340 This person was very frustrated with that, that, that, that, that.
00:08:56.220 Then, email to the group.
00:08:58.220 And maybe your supervisor, or maybe you, and saying, this person complained about something
00:09:01.960 that I honestly didn't know how to help.
00:09:03.500 What do we do about this?
00:09:04.740 And that threat is being shared as well and documented so you know.
00:09:08.080 Maybe we need to have a training opportunity for this to teach the other customer service
00:09:11.660 reps on how to handle an issue like this.
00:09:13.540 Next, let's go to number seven.
00:09:15.040 Giving the customer the runaround.
00:09:16.620 This is Avis.
00:09:17.600 They give me the runaround.
00:09:18.420 I called so many different people and I'm a principal guy and I didn't like that.
00:09:23.180 I don't need the money.
00:09:24.620 I don't need, I told the guy, I said, listen, I'm not expecting you to give me my money back.
00:09:29.500 I'm expecting you to answer your phone.
00:09:32.020 I don't need another $600 in my pocket.
00:09:35.000 I need service.
00:09:35.940 And I gave you a shot and you didn't come through and three different people gave me the runaround
00:09:41.040 until one person named Dana didn't.
00:09:43.500 75% of my experience, three out of the four people gave me the runaround.
00:09:47.280 You don't want to give the runaround to your customers that you're dealing with.
00:09:49.260 Number eight, strictly automation.
00:09:51.780 This is the whole sending the copy-paste scripted message to people.
00:09:55.520 Oh, we understand your frustration.
00:09:58.100 We hope we feel better.
00:09:59.320 I hope we made your day better and ta-ta-ta-ta-ta.
00:10:01.900 Hopefully you'll have a better opportunity the next time we do this.
00:10:04.420 And you're like, wait a minute.
00:10:05.240 This sounds like a very scripted message that you just gave me rather than actually telling
00:10:09.800 me and show me that you're being real.
00:10:11.660 It's like a robot talking to me.
00:10:12.980 No one likes that nowadays.
00:10:14.160 Number nine, not using the basics.
00:10:16.140 Let me explain to you the basics.
00:10:17.120 When you're speaking to them, thank you, please, request, I understand.
00:10:22.580 This is not necessarily frustration.
00:10:24.460 It's just etiquette.
00:10:25.460 People like to be so, thank you for doing business with us.
00:10:27.480 Listen, John, I want to share something with you.
00:10:30.060 First of all, you're frustrated, you're upset.
00:10:32.220 Thank you in the first place for giving us a second shot.
00:10:35.300 And I'm disappointed with the fact that we couldn't come through.
00:10:37.880 Having said that, can you tell me a little bit more about your experience so maybe we can
00:10:41.920 find a way to make this thing better for you?
00:10:43.660 What is it?
00:10:44.500 And they're going to go through it.
00:10:45.540 But to talk to them, yet at the same time, use thank you, use request, use please, use
00:10:50.200 I understand, hear them out until you can finally find a way to make it better.
00:10:53.960 Number 10, disregarding loyalty.
00:10:56.620 What do I mean by loyalty?
00:10:59.100 Look, there are certain customers you have that are true believers.
00:11:03.260 Let me explain some to you.
00:11:04.880 You always got to take care of your true believers.
00:11:07.200 If I've been a customer of your gym for 22 years, you better take care of me.
00:11:11.840 Because I've been telling a lot of people in that 22-year period, imagine how many times
00:11:15.500 people say, where are you going, Rhett?
00:11:16.440 I'm going to the gym.
00:11:17.180 Which gym?
00:11:18.120 24-hour fitness.
00:11:19.320 Every single time somebody asks me where I'm going to work at, and I say 24-hour fitness,
00:11:23.880 I am doing free marketing for you for 22 years.
00:11:26.940 You better keep me.
00:11:28.680 If I get a credit card that says, been a member of Amex since 2006, that's loyalty.
00:11:34.160 You've got to take care of your loyalty.
00:11:35.740 A little bit above and beyond everybody else.
00:11:38.380 Number 11, not willing to take ownership immediately.
00:11:41.120 By the way, you've ever gotten to an argument with somebody, and this is what they say.
00:11:44.280 You say, I can't believe you said this, and you made me feel like shit, and I just cannot
00:11:49.140 stand you.
00:11:49.880 How could you talk to me like that?
00:11:51.220 And that person says this.
00:11:52.340 You ready?
00:11:53.140 That person says this.
00:11:54.600 Babe, I am so sorry, man.
00:11:56.520 I totally messed up.
00:11:57.380 It's my fault.
00:12:01.760 Dang.
00:12:02.340 They took ownership.
00:12:03.440 Game over.
00:12:04.500 Take ownership.
00:12:05.460 You messed up.
00:12:06.460 There is nothing else.
00:12:07.520 I took ownership rather than, well, you also, pa, pa, pa, pa, pa, pa, and then, pa, pa,
00:12:13.680 pa, pa, friction.
00:12:14.800 Take ownership.
00:12:15.420 You know what?
00:12:15.840 I'm sorry.
00:12:16.740 Can you, I'm sorry the fact that I made you feel that way.
00:12:19.680 I understand.
00:12:21.040 Can you tell me a little bit more about what caused you to feel this way?
00:12:24.220 Get into it.
00:12:25.160 And then you take it from here, frustration to level nine, to level eight, to level seven,
00:12:29.700 to level six, to level, has it ever happened to you?
00:12:31.460 It's happened to me before.
00:12:32.260 I started like this, and then Dana calmed me down, and I came here, and then we're talking
00:12:37.360 like this.
00:12:38.140 Dana, thank you so much.
00:12:39.100 And then I'm thanking her on taking care of me, and I gave her love, because you just took
00:12:43.500 ownership and brought them over here.
00:12:44.900 Very simple, right?
00:12:46.020 Number 12, it's assuming, meaning you are assuming that you know what the customer went through.
00:12:51.000 So you'll hear a customer service, sir, I get it.
00:12:54.320 I get it.
00:12:55.540 I get it, sir.
00:12:56.360 I get it.
00:12:56.860 No, you don't.
00:12:57.400 You're assuming you get me.
00:12:58.280 Why don't you ask me questions, and let me explain to you exactly how I feel.
00:13:02.640 Next one, number 13, this is simple, but it's something, it's so frustrating when a customer
00:13:06.880 goes through this, is a bad attitude.
00:13:09.460 I literally will walk through my office, and just look at people that have bad attitudes,
00:13:14.140 and I have a conversation with them.
00:13:15.500 They're going to feel it over the phone.
00:13:17.820 You're going to feel when somebody has a bad attitude over the phone.
00:13:20.040 It's simple, but it's fixable.
00:13:21.620 Number 14, not building a relationship.
00:13:24.040 Not building a relationship.
00:13:25.780 So tell me about your situation.
00:13:26.900 Tell me what happened.
00:13:28.500 Please share it with me.
00:13:29.880 I understand.
00:13:30.960 I am so sorry.
00:13:31.980 So what was the reasoning for you going to Breckenridge?
00:13:33.960 What took place here?
00:13:34.860 What happened over here?
00:13:35.660 Tell me about, you're building a relationship.
00:13:37.940 You know, you go to Zappos, and the love you give to Zappos is, they talk to you.
00:13:41.780 There's a relationship.
00:13:42.740 There's a conversation that you've been had with them.
00:13:44.540 It's not just like, let me get off your phone over there ASAP, because we have to meet
00:13:47.780 them.
00:13:48.160 No, there's a little relationship.
00:13:49.640 That's why Zappos sold for a billion plus, and a lot of people made money with it, and they
00:13:53.400 did what they did, because it was a relationship-based business.
00:13:56.960 Number 15, lack of speed.
00:13:58.520 What is speed?
00:13:59.480 Speed on getting an answer to them.
00:14:01.180 Speed on getting back to them.
00:14:02.620 Speed on a resolution.
00:14:04.040 Speed on talking to a supervisor, to have a supervisor call them.
00:14:06.680 It's speed.
00:14:07.620 Customer service nowadays, this may be unfair to the businesses, but today, customers are
00:14:13.560 demanding.
00:14:14.060 They want an answer faster.
00:14:16.460 You know, they want an answer on Twitter.
00:14:18.500 Maybe 20 years ago, if there's an issue, there was no email 30 years ago, maybe you've got
00:14:23.000 to wait, and someone calls you back.
00:14:24.880 But not today.
00:14:25.540 People want an answer on Twitter today.
00:14:27.300 You have no idea how many businesses I respond to, and they don't even respond back on Twitter.
00:14:31.140 There is no customer service.
00:14:32.400 The speed is so slow for them, and they think it's okay, but there is a reason why some of
00:14:36.980 these bigger companies competing at a bigger scale, and some of them are not.
00:14:40.020 Speed.
00:14:40.580 Next, talking too much instead of listening.
00:14:42.940 Conversation.
00:14:43.380 You're asking them.
00:14:43.940 They ought to be speaking 80% of the time.
00:14:45.760 You need to be speaking 20% of the time.
00:14:47.600 Next, tone.
00:14:49.060 Number 17, tone.
00:14:50.420 How are you speaking to them?
00:14:51.500 What is your tonality?
00:14:52.480 Is it high?
00:14:53.460 Is it fast, or is it right in the middle?
00:14:55.780 Level, easy going, calm, relaxing.
00:14:59.040 I may be intense right now, but a lot of energy I'm talking to you.
00:15:01.300 This is definitely not the tone to be speaking on these calls that you're having, or customer
00:15:06.580 service calls that you're having with them.
00:15:08.140 So tone, you can teach the tone to your reps when you're speaking to them.
00:15:11.600 Next, number 18, not empowering your staff.
00:15:14.060 What do I mean by not empowering your staff?
00:15:16.220 If I constantly undermine my staff for not doing the right thing, then it's always like,
00:15:22.300 they're also like, man, I don't want to take responsibility out, because if they talk to you,
00:15:26.240 you're automatically going to undermine me.
00:15:27.660 So something like, listen, I understand what you're saying with John.
00:15:32.120 John is actually one of our better customer service reps that we have here.
00:15:35.320 He's been with us for six and a half years, but please tell me.
00:15:38.840 I'd like to hear from you.
00:15:39.840 You know, Bobby, you just spoke to somebody that's very good at what they do, but I'm sorry
00:15:43.960 about your experience there, Chad.
00:15:44.940 Could you tell me a little bit more about what happened?
00:15:47.020 You're still not undermining everybody that's there.
00:15:49.660 You're still empowering them for them to be able to make some of the bigger decisions.
00:15:53.620 Hey, what do I mean by bigger decisions?
00:15:55.000 I had a conversation with one of my reps today.
00:15:57.400 I said, listen, if you speak to somebody and you feel it makes sense for you to go out there
00:16:01.740 and buy them a $50 gift and send it to them, do you need to come and just ask me, can I
00:16:06.000 get this for $50?
00:16:06.880 I empower you.
00:16:07.720 Make the decision.
00:16:08.420 Go do it.
00:16:08.760 You don't need to ask me about something like that.
00:16:11.280 That's empowering.
00:16:12.600 I felt here I can give this customer a $50 discount rather than have it come to my supervisor
00:16:16.880 and wait seven minutes until you're available.
00:16:19.020 Empower them.
00:16:19.960 You have the ability to give this much back with this many customers.
00:16:23.040 You're empowering them.
00:16:23.660 They solve the issue faster and they move on.
00:16:25.600 And last but not least, this is the last mistake companies make is one, they don't audit calls
00:16:29.240 and track it weekly.
00:16:30.880 What do I mean by this?
00:16:31.700 So years ago, I worked at Valley Total Fitness and I worked at three different clubs, three
00:16:35.360 gyms.
00:16:35.760 One was Culver City, one was Hollywood, and one was Chatsworth.
00:16:39.260 The thing I loved the most about Culver City was the following.
00:16:42.260 There was no private offices.
00:16:44.420 So everybody who was selling, guess what we can hear?
00:16:47.700 We could hear if somebody was misrepresenting a gym membership and saying, this is month to
00:16:52.340 month, don't worry about it, you can cancel it in two weeks.
00:16:54.660 No, no, you can't cancel it in two weeks.
00:16:56.100 You got 72 hours.
00:16:57.560 So we would hear each other and all of a sudden somebody would say, hey John, what you just
00:17:00.160 said, that was great, but you can't say that again because they can't cancel a week from
00:17:03.800 now.
00:17:04.600 Oh, okay, no problem.
00:17:06.340 Then all of a sudden I would sit there and I would listen to a guy named Molina, Danny
00:17:09.900 Molina to my left.
00:17:10.720 I'm like, wow, what he said right there was so beautiful.
00:17:13.180 And then when they bought the membership, I love that.
00:17:15.720 And I would write it down.
00:17:16.960 And then I would see another guy named Joe Race.
00:17:18.340 Oh my gosh, that guy was amazing.
00:17:19.960 Then I would look at Dexter McClendon.
00:17:21.800 Then I would, Francisco Davis.
00:17:23.320 Then I'm like, wow, Ruben Rimmer.
00:17:24.620 I'm like, oh my gosh, these guys are amazing.
00:17:27.240 And I was learning from the guys that were doing very good.
00:17:29.820 And my tracking, because my boss, Cisco at that time, was listening to me.
00:17:34.500 He was constantly telling me, hey, David, try this.
00:17:36.700 Hey, try. 0.57
00:17:37.040 That was good, but try this.
00:17:37.960 Try this.
00:17:38.680 There was a constant weekly auditing.
00:17:40.340 When I moved to Hollywood, everybody sold in private offices.
00:17:43.300 So guess what?
00:17:44.040 Nobody was learning from one another.
00:17:45.420 What's my point to you?
00:17:46.620 I like customer service to be in an open area with desks right next to each other where
00:17:51.220 everybody can hear one another because good can teach good and bad can get caught and filtered
00:17:56.780 out quickly or adjusted quickly before it turns too ugly.
00:18:00.660 And all of a sudden, you know, got a person here that said something on the phone to a
00:18:03.840 customer that the customer's right.
00:18:06.320 Now you're getting a lawsuit or complaint from that you got to deal with.
00:18:08.980 That's the last thing you need.
00:18:09.920 So in order to do that, you got technology now.
00:18:12.200 You can track it.
00:18:12.940 You can listen to all the calls.
00:18:13.760 You can have somebody's job that their entire job is to listen and monitor and do all those
00:18:16.860 other things as the company gets bigger.
00:18:19.160 But I'm assuming you have less than 100 employees.
00:18:21.060 If you have less than 100 employees and a department's being ran by 20 people or 10 people, that's
00:18:25.480 easier for you to track in an environment like this.
00:18:27.440 And once you get to thousands of employees, you'll have the technology to help you do that.
00:18:30.840 So now, the reality part of it is this is going to increase the value of your business.
00:18:35.340 It's going to increase the amount of referrals.
00:18:37.060 It's going to increase the amount of people sharing their experiences with you.
00:18:39.960 And your value, your income goes higher.
00:18:42.020 You start making more money.
00:18:42.980 Everybody starts making more money.
00:18:44.440 The value goes higher.
00:18:45.300 Thanks, everybody, for listening.
00:18:46.840 And by the way, if you haven't already subscribed to Valuetainment on iTunes, please do so.
00:18:51.440 Give us a five-star.
00:18:52.840 Write a review if you haven't already.
00:18:54.340 And if you have any questions for me that you may have, you can always find me on Snapchat,
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00:19:00.380 Just search my name, Patrick MidDavid.
00:19:02.280 And I actually do respond back when you snap me or send me a message on Instagram.
00:19:07.280 With that being said, have a great day today.
00:19:09.020 Take care, everybody.
00:19:09.720 Bye-bye.
00:19:09.980 Bye-bye.
00:19:10.020 Bye-bye.
00:19:10.080 Bye-bye.
00:19:12.080 Bye-bye.
00:19:14.080 Bye-bye.
00:19:15.080 Bye-bye.