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Ep. 270: Customers That Stick, Customer Service Expert Adam Toporek Interviewed

CORRECTION: GARY VEE SAID YES! His interview is scheduled for Jan 30th. We LOVE Gary, We LOVE Gary!

Reach Us Here:

Doug- @DJDoug

Strickland- @NiceGuyonBiz

Adam- @adamtoporek

 

Production Assistant - Anna Nygren

On Facebook: The Nice Guys Community page

 

 

Intro

  • Doug wanted to be a reporter when he was 7 (awww)
    • Adam wanted to be Jimmy Page (rock on!)
  • When an individual is building a personal brand, he/she needs to utilize several media outlets

Direction and Magnitude of Business

  • By saying yes to everything, you take away energy from your core goals
  • Ask yourself: “What do I like that’s going to drive business revenue?”
  • You’re not alone, it really is hard to deliver good customer experiences
  • More often than not, we need to think about the financial aspects first and the passion of your job second
    • But the bigger you get, the more you can do what you love
  • When you franchise, you do give up some control
    • You’ve got to be able to handle other people’s rules
  • When you are interacting on a professional level, you need to leave your personal stuff at the door

 

Closing Lines

 

Check out Adam's website- http://customersthatstick.com/

And his Online Course -“Master the 7 Service Triggers” 

Reach Adam at http://customersthatstick.com/contact/ 

Amazon.com: Click before buying anything. Help support the podcast.

 

Doug's Stuff:

Amazon #1 Best selling book Nice Guys Finish First.

Business Building Bootcamp (10 Module Course)

 

Partner Links:

Interview Valet:  Get interviewed on top podcasts and share your message.

BombBomb: Take your email to the next level. Drop a BombBomb today.

Acuity Scheduling: Stop wasting time going back and forth scheduling appointments

 

Survey:

Take our short survey so The Nice Guys know what you like.

 

Nice Guys Links

Subscribe to the Podcast

Niceguysonbusiness.com

If you want to talk to Doug, call him at 410-340-6861 any Wednesday between 5:00 PM-6:30 PM EST.

If you just want to leave us feedback and not talk to anyone, call 4242 DJ DOUG (424-253-3684)

 

Promise Statement:

To provide a learning experience that is entertaining and adds value to your life.

Don't underestimate the Power of Nice.

If you just want to leave us feedback and not talk to anyone, call 4242 DJ DOUG (424-253-3684)

 

Promise Statement:

To provide a learning experience that is entertaining and adds value to your life.

Don't underestimate the Power of Nice.

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Ep. 195: Doug’s Fashion Choices, Kindergarten Graduations and Zombies

Doug- @DJDoug

Strickland- @NiceGuyonBiz

Intro

  • We are searching for a T-shirt design for the Nice Guys on Biz
    • If your design wins, you will win a free T-shirt with your design on it!
  • Doug graduated college in ‘86, Strickland never finished.
  • International Male Magazine, Doug was an avid reader
  • Has there ever been a male counterpart for Victoria’s Secret?
    • Why do men not have lacy, sexy panties?
  • Strick is not paying $22 for a pair of underwear

Main Convo

  • The 200th episode is NEXT WEEEEK!
    • It will be a live stream only on our FB community
  • Does Steve O’Brien listen to the show?
  • Disco, Progressive, Punk and Funk were the genres of music Doug experienced in his youth
    • Why are there SO MANY nowadays?
    • It is because everybody wants to be somebody!
  • Subcategorization, when will it be considered overkill?
    • Who came up with Kindergarten graduation?

Closing Lines

  • You can have great service, but unless you care  about your customers you will not create a loyal following
  • Coming Soon.. Whenever there is income… there will be a Nice Guy Conference for the loyal rabid fans

Show notes: Production Assistant - Anna Nygren http://www.annavnygren.com/

Click through our Amazon.com link before buying anything.

As Amazon.com affiliates, we receive a small commission on purchases made after clicking our links. It cost you nothing extra but supports the podcast. Thanks in advance.

Go to Nice Guy Community sign-up and we'll send you the free E-Book "The 5 biggest (relationship) mistakes in business" AND be one of the first 100 people to sign up for the Nice Guys Community to get an invite to our first (to be scheduled) live podcast.

Want to ask us a question or record a show intro for us? Call 4242-DJDoug and leave us a message.

Subscribe to the Podcast

Don't underestimate the Power of Nice.


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Ep. 165: Improve your customer experience with Eli Federman

Eli Federman-@efed27

Doug- @DJDoug

Strickland- @NiceGuyonBiz

Every experience that you provide to your customer molds their impression of your company. Eli Federman knows how to improve that. Hear all about it on The Nice Guys today.

Eli's company is Customer Service Simplified, and he works every day to help other companies Improve the customer experience.

He Helped a large U.S. mobile carrier re-imagine their customer experience across all channels.

There are 3 critical elements- People, Process and Technology.

It all comes down to leadership. As the CEO, you must be in touch with what your customers want.

It's critical to have the right people who are passionate about creating a great customer experience.

Chief Customer Experience Officer. 10 years ago, this position didn't exist.

Simple things can have a huge impact.

Check out Eli's company www.simplifyingservice.com - A look through his website will lead you to various publications and blog posts he's written and hopefully leave you with a bit of learning for what makes an outstanding customer experience

Contact Eli- eli@simplifyingservice.com

Please visit our sponsors-

The voice of the Nice Guys podcast can be the voice of your podcast or business too! Steve O'Brien can do your voiceover, tell him The Nice Guys sent you.

http://steveobrienvo.com/

Click through our Amazon.com link before buying anything.

As Amazon.com affiliates, we receive a small commission on purchases made after clicking our links. It cost you nothing extra but supports the podcast. Thanks in advance.

Want to ask us a question or record a show intro for us? Call 4242-DJDoug and leave us a message.

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Don't underestimate the Power of Nice.



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158: Customer Service Champion Shaun Belding knows how to make happy customers

Shaun Belding is passionate about customer service, has authored 6 books, and he has grown his Customer Service Champions LinkedIn group to over 105,000 members! Hear all about his passions on the Nice Guys today.

Here are some questions you will get answers to today:

- How has technology affected customer service?

What makes one company better than another when it comes to service. Everybody says they care about their customers.

What is your spin on call centers and automation?

How do you earn customer loyalty?

Companies claim to be transparent yet struggle with a positive culture. How can you get everyone including management to buy-in to Customer Focused policies?

What mistakes do you see made today as it relates to service?

 

How do I create long-lasting client loyalty?

  

See Shaun's company - http://www.beldingtraining.com/

His Outstanding Customer Service Traininghttp://www.beldingtraining.com/customer-service-training.htm

His books- http://www.amazon.com/Shaun-Belding/e/B001HCRXIC

 

 

Please visit our sponsors-

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Click through our Amazon.com link before buying anything.

As Amazon.com affiliates, we receive a small commission on purchases made after clicking our links. It cost you nothing extra but supports the podcast. Thanks in advance.

 

Want to ask us a question or record a show intro for us? Call 4242-DJDoug and leave us a message.

 

Subscribe to the Podcast

 

Don't underestimate the Power of Nice.



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Does Size Matter? Doug Shares His Little Thing Theory with Strickland

Why does Starbucks charge $5.00 for a cup of coffee? Because they can. Also, they pay attention to the small things. Hear how important that is on The Nice Guys today.

The Nice Guys are giving you a bonus this week- A new episode every day! Regular Tuesday and Friday interviews, and Dough and Strickland together Monday, Wednesday and Thursday. Fill up your week with The Nice Guys.

Lenscrafters or VisionWorks? Hear how one company did the small things right and got Doug to happily spend $1000.00; and the other didn't and lost all of Strickland's business forever.  

- Hear Doug say "It looks like it came out of a chicken's ass."

- Dr. Russel Clayton, and Mohammad- We haven't heard from you yet! Still waiting on our show intros…

- Shout out to Julia Miller with Seattle NACE!

-If you're ever in Kirkland, WA check out the Woodmark Hotel- http://www.thewoodmark.com/

 

Please visit our sponsors-

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Click through our Amazon.com link before buying anything.

As Amazon.com affiliates, we receive a small commission on purchases made after clicking our links. It cost you nothing extra but supports the podcast. Thanks in advance. 

Want to ask us a question or record a show intro for us? Call 4242-DJDoug and leave us a message.

Subscribe to the Podcast

 Don't underestimate the Power of Nice.

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Ep. 139: Doug uses the bathroom at Panera (Potty humor)

Nice Guys Podcast Bathroom Episode Doug Sandler.png

Twitter (Doug) @djdoug

Twitter (Strick) @NiceGuyonBiz

Phone - Call Us and tell us who you are! 424-2DJ-Doug  -- (424)-235-3684

Sprint, AMEX, Geico, Jersey Mike's subs, Doug using the bathroom at Panera, and more customer service talk. Sure, we've done it before, but whenever we have a bad customer service experience we have to bring it up again. When will the big companies start to listen to us?

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Laura@elitevirtualassist.com     440-973-7005

Tell them you heard about it on The Nice Guys and get your free consultation today. 

Click through our Amazon.com link before buying anything.

As Amazon.com affiliates, we receive a small commission on purchases made after clicking our links. It cost you nothing extra but supports the podcast. Thanks in advance. 

Want to ask us a question or record a show intro for us? Call 4242-DJDoug and leave us a message.

Subscribe to the Podcast

Forrest Gump- https://www.youtube.com/watch?v=D_Komi7wnAw

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Ep. 132: Doug and Strickland talk customer service

Click to download episode directly from Libsyn

Click to download episode directly from Libsyn

We have mostly clean episodes and a few explicit ones. This is the latter. Today, we mostly shoot the shit about nothing. Here's everything we talk about on the show today:

-Does Doug laugh too much on the show?

-Do you want to hear us be more, or less serious?

-Do we curse too much?

-How do you train unmotivated employees?

Please chime in, tell us what you think.  We need your feedback and we're willing to bribe you for it. Call 42-42-DJDoug, let us know what you think and we'll send you a copy of each of our books- Doug's "Nice Guys Finish First" and Strickland's "Guys Guide to Las Vegas". Only available for the first 10 callers, we'll each even sign them for you. 

Please visit our sponsor- Elite Virtual Assistants 

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Laura@elitevirtualassist.com     440-973-7005

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Ep. 131: Today we talk with Customer Service Influencer Mike Aoki

Mike Aoki was named one of the Top 50 Customer Service Influencers on Twitter by the ICMI. Hear his amazing customer service advice on The Nice Guys today.

 Here are some great questions that we answer on the podcast today:

 -Why is Inside Sales among the biggest trends this year?

-What are some of the pitfalls of transitioning a traditional customer service department to an inside sales role?

-How can you balance sales and service, so customers stay loyal?

-What do good call skills look like?

-How do you coach people who use the phone all day?

And some great advice:

 -How you and your employees can use the phone, email and social media to stay in touch with your clients

-How you can coach your team to deliver great customer service

- How to deal with irate callers and boost loyalty

- How to sell more effectively over the phone

- Sales coaching for contact center Agents

- How you can manage your time, so you have time to manage your team

 mike.aoki@reflectivekeynotes.com

http://www.reflectivekeynotes.com/

Please visit our sponsor- Elite Virtual Assistants 

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Laura@elitevirtualassist.com     440-973-7005

Tell them you heard about it on The Nice Guys and get your free consultation today.

Want to ask us a question or record a show intro for us? Call 4242-DJDoug and leave us a message.

Want to get pinned on our listener map? Just go tohttp://www.dougsandler.com/podcast-by-the-nice-guys/ and answer the question, where are you from? And we'll add you to the map. You can see it here-


BONUS stuff: Check out The Little Secret Most People Don't Know About Relationship Building

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Ep. 130: Matt Keller isn't just a business coach, he's a People Builder. The Key to Everything

Today our interview is with Matt Keller. Matt is an author of 3 books, he's a speaker, leadership coach, podcaster, and a pastor. He has a great story and a great message for any entrepreneur, hear all about it on The Nice Guys today.

-Here's more that you'll hear about Matt today:

-In 2002 you started a church with $9200 and 4 people.

-He thinks of himself as a People Builder.

-All leaders face unique challenges.

-Being a leader is all about Teachability.

-Teachability is being willing to relearn that which you think you already know.

-There are 5 roadblocks to teachability: Pride, Fear, Insecurity, Pain and Pace

Check out Matt's book- The Key to Everything: Unlocking the Secret to Why Some People Succeed and Others Don'thttp://mattkelleronline.com/books/

Find out more about Matt at www.mattkelleronline.com

Advanceleadership.tv

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Want to ask us a question or record a show intro for us? Call 4242-DJDoug and leave us a message.

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Ep. 128: Tim Templeton, How to get referrals for a lifetime

Tim Templeton is truly one of The Nice Guys. He has been writing, and practicing this for years. Hear all this and more on the podcast today.

Here are some of the things you will hear on the podcast today:

-How to get endless referrals. The secret behind lifetime business.

-How do relationships and referrals work when you are trying to close business?

-How do I do I acquire more clients that are like the top 10% of my current clients?

-How can you start getting more referrals from other professionals and business owners?

-What is social proof and what will it do for me and our listeners?

Get your free download chapter on social proof before it is published to the public! Just text "RL7" to 58885 for your free link.

And check out his company at http://consultinggold.com/

Get his best-selling book-  The Referral of a Lifetime (revised coming out July 2016)-http://www.amazon.com/The-Referral-Lifetime-Networking-Bottom-Line/dp/1576753212

For a free chapter called "Social Proof" from Tim's book, text "RL7" to 58885

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Laura@elitevirtualassist.com     440-973-7005

Tell them you heard about it on The Nice Guys and get your free consultation today.

Want to ask us a question or record a show intro for us? Call 4242-DJDoug and leave us a message.

Want to get pinned on our listener map? Just go tohttp://www.dougsandler.com/podcast-by-the-nice-guys/ and answer the question, where are you from? And we'll add you to the map. You can see it here-

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Ep. 115: Be extraordinary. Learn how today from leadership development expert Mark Sanborn

Mark is a NY Times best selling author, a member of National Speaker Association’s Hall of Fame, professional speaker and president of a studio for leadership development. His client list of over 2400 clientsis like a who’s who in the corporate world and includes Harley Davidson, FedEx, HP, IBM, Microsoft and ESPN. Here are some things we learned from Mark today: 

It's important to be a nice guy, but sometimes you need to let the world feel your weight.

What you do is not as important as how you do it.

The difference being normal vs. being extraordinary can be just a few simple thinks that you do every day.

Using ABCD can help- Go "Above and Beyond the Call of Duty."

Personal responsibility, authentic relationships and respects for others make a triangle for success in life.

Don't think "I have to do this", change that to "I get to do this", inject fun into whatever you do.

Nobody can prevent you from choosing to be exceptional.

Everyone makes a difference, what kind of difference do you choose to make?

Here's how to contact Mark:

Phone- 303-683-0714

Speaking engagements- 910-256-3495

http://www.marksanborn.com/


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Ep. 104 "The Go-Giver" Bob Burg, Interviewed today

I never realized how powerful, motivational and inspirational one little red book, one email and one long distance exchange could play in my life, but that exact time in my life, September 30th, 2013, was a pivotable point in my career.

The first email contact I made with Bob Burg, author of The Go-Giver (coauthored by John David Mann), was brief. I wrote, “Dear Bob, Literally standing in Barnes and Noble, reading the first few pages of Go-Giver, and I am hooked. Any advice for an up and coming speaker?” While I was hoping to get an answer, I was not expecting to get one in under 30 minutes. In addition to the wonderful advice provided by Bob, it was obvious it was not a “canned” response, leading me to believe Bob truly was a giver, his real life principles mirroring the description of his book, “Heartwarming and inspiring...brings new relevance to the old proverb ‘Give and you shall receive.’”

Over two years later and dozens of email exchanges, Bob has lived up to his book title, he really is a Go-Giver. Bob has provided priceless advice via email, countless tidbits of sage wisdom through his blog and soon, Bob will sound loud and clear, as I interview him on The Nice Guys on Business podcast. His spot (Episode #104) airs February 5th.Subscribe to the podcast via iTunes (or your favorite podcast provider) and it will automatically be sent to you. 

Everyone I meet that has had an opportunity to come in contact with Bob Burg genuinely feels as I do, pleasantly surprised by how accessible and gracious he is. His contacts on social media, colleagues, podcasters, other professional trainers, coaches, consultants and even competitors love this guy because he is genuine, caring, empathetic, compassionate and giving.

Bob's view on the importance of personal relationships in this high tech world today. “All things being equal, people will do business with, and refer business to, those people they know, like and trust. No matter how big you grow your business via social networks, do not lose sight, people do business with people, and not computers. It’s the person in front of the social platform they are doing business with, and it’s something you should never forget” 

Highlights:

Doug - Do you personally connect with everyone that reaches out to you? And if so, how?

Bob- We all have to put a value on what we believe. I hold personal connections to be of high value to me. It’s worth the extra time for me to make the personal connections.

Doug - How does giving as a means to getting really work? Is this a trend or is this something that is here to stay?

Bob- I think that people who have always conducted their business by looking to provide value to others, have been successful. Early on, when the book Go-Givers came out, the early adopters, the people already doing this, the leaders and top business people, the very successful business people, said the book didn’t teach us anything new. We take that as a compliment.  But this is what they have tried to teach their people about. Their people wouldn’t really listen to them but the book was like third party validation.

Doug - What is the key to being successful?

Bob  - Being successful is the result of doing the correct things in the success process in a way that allows you to be successful. Being nice is great. In fact, it’s hugely important. However, if you were nice but did not dowhat you promised,  or put no effort into follow up, or were not able to find sufficient ways to add value to others, it won’t work.

Doug - What is the basic premise of the Go-Giver?

Bob - It’s simply that shifting your focus from getting to giving is not only a nice way to live life, but a very financially profitable way, as well.

Doug -  How can you make it so you don’t get taken advantage of as a Go-Giver?

Bob -  Being a Go-Giver should never be confused with being taken advantage of. It simply means you are going to focus on what you do, providing value to that person. 

Doug - What are some of the obstacles standing in the way of someone choosing to become a Go-Giver today?

Bob - Someone who has grown up with or has been exposed to a really lousy way of doing business or thinking they must take advantage of others in order to be successful to get the limited pie (in order to get someone else has to give up), they will have to make a shift when they acknowledge there is an issue in the way they are currently doing business. That it’s not resulting in the success they want, both financially and in their enjoyment of what they’re doing. Of course,  if they don’t want to change; in other words, if they don’t feel there’s anything they need to change, they probably won't.

Doug - Give me one nugget for the people that want to take action. What’s the takeaway that they can put into place today.

Bob - Ultimately, as Dale Carnegie told us in his classic, How to Win Friends and Influence People, "People do things for their reasons, not our reasons." I think if we will always keep that in mind, whether we are dealing with somebody in the sales process or dealing with someone socially or emotionally, or in any way, if we understand that anything they are going to do they are going to do for their reason, then we’re on the right track. 

Bob is passionate about providing the Go-Giver message and has inspired people worldwide through his book and his keynote speaking. Bob also teaches other speakers via his Certified Go-Giver Speaker Program licensing and training others on his great philosophy. His programs, books and any information about his company can be found by visiting his website atwww.Burg.com . To listen to the full interview, go to DougSandler.com or subscribe via iTunes. Air date is February 5th, Episode 104.

Special thanks to Bob Burg for giving so much and adding a generous supply of value to our relationship.

Want to get pinned on our listener map? Just go to http://www.dougsandler.com/podcast-by-the-nice-guys/ and answer the question, where are you from? And we'll add you to the map. You can see it here-

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Don't underestimate the Power of Nice. #NicePower

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Ep. 103: Ted Rubin is a connector, relationship builder, speaker, and a really nice guy

Ted Rubin has more good advice on business than we could squeeze into 25 minutes, so we let him talk longer. Hell, Doug was begging Ted to stay on the show longer. Amazing info that you have to listen to on The Nice Guys today. The "F" bomb is dropped, Ted gets so passionate.

Here's what we learned from Ted on the Podcast today:

It's all about "RonR" - Return on Relationships #RonR

Focus on who you are and what you're saying, not on how many followers you have.

Look people in the eye digitally- Connect in the same way you would face to face.

Measure the ROI of Trust and the ROI of Loyalty, they both lead to ROI

Brands are from Mars, and consumers are from Venus.

A network gives you reach, but a community gives you power.

Get in touch with Ted:

Twitter- @TedRubin

LinkedIn- https://www.linkedin.com/in/tedrubin

Website- http://tedrubin.com/blog/

Return on Relationship book- http://www.returnonrelationship.com/

Ted and Strickland prefer Macallan 12 year old scotch and Tito's vodka (we could use some new sponsors!)

http://www.themacallan.com/the-whisky/sherry-oak/sherry-oak-12/

http://www.titosvodka.com/

http://www.dougsandler.com/

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Ep. 100: We made it to 100 Episodes! WOW!

podcast-02 (1).jpg

In honor of our 100th episode we are recapping The Nice Guy's year.

No need for extensive show notes, we're just talking about all the great things that we've done this year. Review of episodes about Customer Service Skills, Customer Experience,  Building Relationships, Best Customer Service Tips and how to improve your business. And if you get tired of listening to us just fast forward to 31:00 to listen to some of Steve O'Brien's greatest drops.

Steve O'Brien (tell him the Nice Guys sent you)- http://steveobrienvo.com/

Want to get pinned on our listener map? Just go tohttp://www.dougsandler.com/podcast-by-the-nice-guys/ and answer the question, where are you from? And we'll add you to the map. You can see it here-

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Don't underestimate the Power of Nice.


Nice Guys Finish First
$19.95
By Doug Sandler

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Ep. 99: Jamie Dennis knows customer service and loyalty

The hospitality industry is incredibly competitive, so it takes a lot to be #1, and that's what Jamie Dennis has done at the Jefferson Clinton Hotel. Here how she does it on the Nice Guys today.

Great customer service tips in this podcast interview

Jamie is the General Manager of the Jefferson Clinton Hotel. Jamie provides listeners to today's show some top customer service skills and actionable ways for building relationships in business.  

Rated #1 hotel in Syracuse, NY on Trip Advisor

Employee retention is huge, it's hard to be successful if you are putting resources into training new people.

Don't hire someone who just wants "a job", find people who really want to be there.

You also need people who will do whatever job needs to be done at the time.

Here's how to contact Jamie-

jamie@jeffersonclintonhotel.com

http://www.jeffersonclintonhotel.com/

416 South Clinton St. Syracuse, NY 13202

Reservations- 315-425-0500

Want to get pinned on our listener map? Just go to http://www.dougsandler.com/podcast-by-the-nice-guys/ and answer the question, where are you from? And we'll add you to the map. You can see it here-

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Join Doug Sandler and Strickland Bonner. They are the Nice Guys.

Don't underestimate the Power of Nice.

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Ep. 98: Tomas Conefrey talks about longevity in business

Tomas is celebrating Conefrey's Pharmacy's 60th year in business! Learn the secrets to his business longevity on The Nice Guys Podcast today.

Starting your own business? Where do you think it will be in 60 years? Hear howConefrey's Pharmacy has grown for 60 years. Here's what we learned on the podcast today:

Conefrey's has the#1 Irish Pharmacist account on Twitter- @ConefreyPharmac

The key to longevity is all about putting yourself in your customer's shoes.

They sponsor a local soccer (football for our U.K. listeners!) team as well as Hearing aid clinics, diabetes day, and health assessments free of charge

They are developing a custom app to more easily communicate with their customers

Conefrey's is in a 140 year old building, and they are planning to expand soon.

The best, simplest advice Thomas can give- Talk to your customers.

If you are ever in Dublin, drop by at 136 Pier St. Dublin 2, Ireland, tell them the Nice Guys sent you.

http://conefreyspharmacy.ie/

Get in touch with Tomas: TCONEFREY@gmail.com

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