Viewing entries tagged
customer service

Comment

Jay Baer: Convincing, Converting and Servicing in Amazing Ways Since 1993

Reach Us Here:

Help support our podcast here.

Help support our podcast here.

Doug- @DJDoug

Strickland- @NiceGuyonBiz

Jay- @jaybaer

On Facebook: The Nice Guys Community page

 

For as little as $2.00/Month you can help support the podcast at Patreon,com/NiceGuys

 

Show Notes by Production Assistant - Anna Nygren

 

Intro

  • Consistency is key when you want to deliver stellar customer service
  • Check out Jay Today TV

 

Customer Service is the New Marketing

  • For a long time, businesses didn’t have to be great at customer service because it wouldn’t make a big difference, economically
    • Now customer service is a spectator sport
  • Small businesses can make a customer service focus from scratch and share a closer connection with customers
  • When you get bad customers, it’s not so much the employees but the rules that suck
  • 70% of customers prefer to figure the problem out on their own via a company website over interacting with an employee
  • We run away from complaints rather than working with them
  • BEET
    • Be empathetic every time

Closing Lines

  • Praise is the most overrated thing in life
    • Feels great but it doesn’t teach you shit

 

Jay's book- Hug Your Haters

Jay's Keep Your Customers Course @ KeepYourCustomersCourse.com

 

Proud to be affiliated with the C-Suite Radio Network

 

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:

Julie Reisler's book- Get a PhD in You

Sign up for Sanebox free and get a $10.00 credit on us: The best way to get a handle on your E-Mail.

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

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

 

You can text Doug anytime at 410-340-6861, of if you just want to leave us a message or record an intro to the show, call 4242 DJ DOUG (1-424-253-3684)

 

Promise Statement:

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

 

Don't underestimate the Power of Nice.

Comment

Comment

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-

Get Doug's micro-learning course plus a free copy of his audio book for the amazing price of $49.00, that's $171.00 off of the regular price just for being a listener to the podcast! Click http://www.dougsandler.com/microlearning/ and use promo codePodcast.

 

Start using Tweet Jukebox for free and simplify your social media:

http://www.tweetjukebox.com/

 

Elite Virtual Assistants

Personal Assistants   Project Assistance   Administrative Support

http://www.elitevirtualassist.com/

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

 

Don't underestimate the Power of Nice.



Comment

Comment

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?

Please visit our sponsor- Elite Virtual Assistants 

Personal Assistants   Project Assistance   Administrative Support

http://www.elitevirtualassist.com/

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

Comment

Comment

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 

Personal Assistants   Project Assistance   Administrative Support

http://www.elitevirtualassist.com/


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

Subscribe to the Podcast

Don't underestimate the Power of Nice.

Comment

Comment

Ep 117 and 118 Mike Kawula, Twitter Expert. So Good, He has 2 Episodes

He used Twitter to grow a Local Cleaning company to 7 figures, a national online store to 7 figures and now using it again to grow his SaaS startup to 7 figures. He is a big believer in collaboration, relationships and building your business before it starts. Hear all about it from Mike Kawula on The Nice Guys today.

Here's more that we learned about Mike on the podcast today:

He sold his last 2 businesses each hitting $1 Million+ in sales in the 1st 3 years, the most recent one was ranked the 144th fastest growing business by Inc. Magazine.

His newest startup is on track to also hit $1 Million in ARR within its first 2 years. 

If you are just starting out on Twitter make sure you cover the basics and include:

A good cover and profile picture

A good, extensive bio

Your location

Your web address

And more Twitter tips-

Learn how to create a pinned tweet

Have a following strategy

Be proactive to find the right followers

Check out TweetChat parties to learn more tips

How to use Pixels- reach out to people who have visited your website

Learn about your Twitter Audit Score

Grow your Twitter following the right way with Social Quant-http://www.socialquant.net/

Start a free 14 day trial

https://www.linkedin.com/in/michaelkawula

http://selfemployedking.com/

mike@SocialQuant.net

Connect: 100+ Mind-Blowing strategies to use Social Media and Drive Business Growth- http://www.amazon.com/Connect-Mind-Blowing-Strategies-Social-Business-ebook/dp/B00O1IVUL0

Please visit our sponsor- Elite Virtual Assistants 

Personal Assistants   Project Assistance   Administrative Support

http://www.elitevirtualassist.com/

Laura@elitevirtualassist.com     440-973-7005

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

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-

http://www.niceguysonbusiness.com/services.html

Subscribe to the Podcast

Napalm in the morning-  https://www.youtube.com/watch?v=vRp7tYWnJJs

Don't underestimate the Power of Nice.


Fill out my online form.

Fill out my online form.

Comment

Comment

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/


Fill out my online form.

Comment

Comment

Ep. 108: Super-salesman and marketer Butch Bellah and free stuff just for being a listener!

Everyone is in sales. The reason most businesses fail is not because they weren't good at their craft, it's because they aren't good at sales and marketing. Butch Bellah can help solve that.

See below for a link to get your free copy of Butch's book- The 10 Essential Habits of Sales Superstars

Here's what we learned about Butch today:

He has 40 years of sales experience.

His mantra is- Learn, practice, teach.

He wrote a "Dummies" book!- Sales Management for Dummies -http://www.amazon.com/Sales-Management-Dummies-Butch-Bellah/dp/1119094224/ref=asap_bc?ie=UTF8

And some great tips from him:

Customers buy from people they know, like and trust. The first 2 are fairly easy, but trust takes time to earn.

Don't lower your price, build your value.

Even the best in the world have coaches, you need one too.

When you teach, you are learning as well.

He just launched his coaching website http://mybizcoach.biz/

Nice Guys listeners can download a free copy of The 10 Essential Habits of Sales Superstars here- http://mybizcoach.biz/niceguys/

Here's his link to get some other great free stuff-http://mybizcoach.biz/resources/

How to reach Butch: 

Website- http://mybizcoach.biz/

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

Twitter- @MyBizCoachButch  

Want to get pinned on our listener map? Just go to  and answer the question, where are you from? And we'll add you to the map. You can see it here-

http://www.niceguysonbusiness.com/services.html

Subscribe to the Podcast

Don't underestimate the Power of Nice.


Fill out my online form.

Fill out my online form.

Comment

Comment

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-

http://www.niceguysonbusiness.com/services.html

Subscribe to the Podcast

Don't underestimate the Power of Nice.


Nice Guys Finish First
$19.95
By Doug Sandler

Comment

Comment

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-

http://www.niceguysonbusiness.com/services.html

Subscribe to the Podcast

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

Don't underestimate the Power of Nice.

Comment

Comment

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

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-

http://www.niceguysonbusiness.com/services.html

Subscribe to the Podcast

Don't underestimate the Power of Nice.


Fill out my online form.


Comment

Comment

Ep. 57 Understanding Your Customer's Journey

You are not just selling to your customer, you are taking them on a journey. Make sure you know the critical steps of that journey so you can adjust your course for maximum profit. 

Tech Talk- Wufoo.com is a free forms generator. If you are not using forms with your E-Mail campaign to get feedback from your customers, you have to look into wufoo.com.

Signature Advice- Writing your customer map

  • Why do more people go to Starbucks than to Dunkin' Donuts? Because of the customer experience that Starbucks has created
  • Know your customer's Touch Points
  • You make the choice of what experience you want to offer your customer
  • Where are you losing your customers? Without a customer map, you may never know

Please visit our sponsor Spokes Marketing at www.SpokesMarketing.com, they are content experts and great marketers.

Free Learning Loft program from Doug for the first 5 listeners who tweet their location to be added to our listener map, this is a $200.00 value! Tweet Doug @DJDoug for your free copy. Check out our listener map here-

http://www.niceguysonbusiness.com/services.html

Comment

Comment

Ep. 48 Shep Hyken, Customer Service Expert and Best Selling NY Times Author

To call Shep Hyken a professional speaker is like calling Batman a guy who's good with gadgets. Shep is a legend, and Doug interviews him today. When it comes to an amazing customer service experience, we learned so much of what we know today from him. Here's more about Shep, and what you will hear on the show today:

• President of the National Speakers Association

• New York Times and Wall Street Journal bestselling author of 5 books 

• He has spoken for Disney, AT&T, SAP, Lexus, American Express and Merrill Lynch among many others

Here's what you'll hear from Shep on the show today:

• Customer service is not a department, it a philosophy. 

• The culture of your company is critical. 

• Whatever happens on the inside of a company is felt on the outside.

• You can't be successful by accident, have a plan.

• Don't let your business define you, define your business based around the lifestyle you want.

• Set your goals and put a timeline on them. One of Shep's goals is to play golf on his 100th birthday. 

Subscribe to the Podcast

Contact Shep Hyken: http://www.hyken.com/

Phone: 314-692-2200

Twitter- @Hyken

Shep's Virtual Training Course- Hyken Virtual Training

Get Shep's books- Get Shep's books here

Read Shep's Blog- Read Shep's blog

Fill out my online form.

Comment

Comment

Ep. 45 Great Service, it's THE most important part of your business.

Fill out my online form.

You can do just about everything else wrong in your business, but if you take care of your customers, you still have a chance to succeed. 

Announcements- Dubains. We're still waiting to hear from you. We have been downloaded in over 64 countries, but we still have a place in our hearts for Dubai, but we need to hear from you. It would be embarrassing if Canada beat you to it. 

Tech Talk- www.TweetJukebox.com.  An incredibly powerful tool to help you automate your Twitter feed. 

OUR signature advice- Customer service isn't just the most important thing, it is the ONLY thing. You can do pretty much everything wrong starting out in business, but if you take care of your client, you can still succeed. Listen to the podcast for proof and tips. 

Visit our sponsor www.Startupschoolonline.com and sign up for the free premier webinar on July 28.  

 Subscribe to the Podcast

Nice Guys Finish First on Amazon

www.Zappos.com

Shep Hyken @hyken interview coming up 7/14

Shout out to Al Hopper @alhopper_ , thanks for listening!

Comment

Comment

Podcast Episode 18: How to drive your customers away in 11 easy ways

"This job would be so great if it wasn't for the customers."

"Well, maybe if we ignore them, they will go away."

Want to know how to drive your customers away so they won't bother you anymore? Follow these 11 tips and you'll be rid of those pesky customers in no time.

  1. Don't answer the phone take your time returning phone calls and emails

  2. Don't offer product information or provide misinformation. Don't acknowledge your competition.

  3. Give conflicting advice from someone else at your company.

  4. Blame someone else in the company.

  5. Make your pricing complicated.

  6. Make it challenging to do business with you. Bad website, complex billing, etc.

  7. Spam your customers every chance you get.

  8. Make your customer wait.

  9. Make it difficult to do business with your company.

  10. Ignore the feedback the customer provides. What do they know anyway?

  11. Hire the wrong people for the job.

Here are some of the people/places/services we mentioned during the podcast, please visit them and support, especially our sponsor this week:

Rockwell Global Media- Info@rockwellglobalmedia.com, 561-267-8585. mention that you heard about them from The Nice Guys and receive a free consultation.

www.rockwellglobalmedia.com

http://www.despair.com/procrastination.html

www.Progressive.com

Flo: http://www.imdb.com/name/nm0183960/

www.Toyota.com

Amazon 2 hour delivery: http://www.amazon.com/b/ref=pngwswmexp2hr?encoding=UTF8&node=10481056011&pfrdp=2074462962&pfrds=nav-sitewide-msg&pfrdt=4201&pfrdi=navbar-4201&pfrdm=ATVPDKIKX0DER&pfrd_r=183NCZ78WA7ACKBD316A

www.Elance.com

New car, in and out in 45 minutes- www.nationwideauto.com

Comment