Ep. 179: Chief Instigator Tema Frank talks about the Biggest Fail in Business

Tema- @temafrank

Doug- @DJDoug

Strickland- @NiceGuyonBiz

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

Notable Moments:

  • Doug - Tema helps organizations realize where they are failing their customers and how to improve
    • Tema - Understand the importance of being consistent across channel
      • People are a part of the process
      • Companies that are monopolies are under threat
      • It has to be a customer-driven, customer focus organization
  • Common mistake that small businesses make
    • Assume everything is fine with their customers, but they never ask or check
  • Technology makes it easy for customers come with their good or bad experiences to be heard
    • Companies need to be aware what is being said and if people feel ignored, it will get out of control

Action Steps:

  • Setting up Google Alerts, it is a totally free service
  • If you are on social media platform, set it up to get alerts to answer customers in real time

Myth of Customer Service:

  • Myth: The customer is always right
    • Start from the approach that customer is right, but it is possible that the customer is demanding the unreasonable
    • DO NOT respond from a position of defensiveness, ask questions first to understand the situation more

Get Tema's book "PeopleShock: The Path to Profits When Customers Rule" by clicking here

Contact Info:

E-mail: tema@frankreactions.com

Facebook: https://www.facebook.com/temafrank

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