WEBVTT

1
00:00:00.000 --> 00:00:05.280
Hello, everyone, and welcome to the Jenshiger's podcast. This is Alex. I will be your host and we will be talking about

2
00:00:06.540 --> 00:00:09.240
customer service infothilment, which is everyone's favorite topic.

3
00:00:09.840 --> 00:00:12.480
What I want to talk about is a little bit different and this was a

4
00:00:13.440 --> 00:00:15.440
thought process that

5
00:00:15.920 --> 00:00:21.680
I kind of came to me when I read 10x, which is Grandpartner's book, gosh, a year or two ago, and

6
00:00:22.280 --> 00:00:27.560
It was like, what would you need to what kind of service would you need to deliver?

7
00:00:28.560 --> 00:00:34.240
If you were to 10x your prices, right? Now sometimes 10x is a little bit much, but let's just say maybe more reliably

8
00:00:34.480 --> 00:00:39.360
4x your prices, right? Like what would you what would you need to deliver in order to feel justified in that?

9
00:00:39.360 --> 00:00:44.760
And then like let your brain go wild like man, they'd have personalized, you know grocery list

10
00:00:44.760 --> 00:00:47.560
We checking with them every week, you know, like we would we'd we'd have a

11
00:00:48.560 --> 00:00:51.520
Monthly grocery trip where we actually shop with them at the grocery store

12
00:00:52.080 --> 00:00:56.200
They would have someone online that that would answer their questions at any time of day

13
00:00:56.280 --> 00:01:01.280
We would make sure that we we met with them in person for at least 15 minutes once and we've just talked to them about the goals

14
00:01:01.280 --> 00:01:03.840
Whatever it is, right? Like all that all those things, right?

15
00:01:04.680 --> 00:01:07.520
Look at that list and then see which ones are low cost

16
00:01:07.520 --> 00:01:11.600
Which ones are things that you can actually implement and a lot of times there's a ton of things that you know

17
00:01:11.600 --> 00:01:16.040
You can implement that don't cost a lot of money that you just don't do and the reality is that a lot of times people lose

18
00:01:16.680 --> 00:01:21.480
A ton of their business like the the biggest problem with most of small businesses that we that we do with and especially obviously

19
00:01:21.480 --> 00:01:25.560
Jim's because that's what we specialize in is that they've so many holes in their bucket

20
00:01:25.560 --> 00:01:31.160
They're so focused on Legion because they're drowning because they just they just cannot keep anyone and it's because their level of service

21
00:01:31.160 --> 00:01:36.560
It's just not that good and it's not that you're bad. Okay, so I'm not I'm not saying that like there's every most people

22
00:01:36.560 --> 00:01:40.800
Like listen, Arjun's different. We're a family. Listen just so you know every single thing that I ever talked to you

23
00:01:40.800 --> 00:01:43.000
Says that so that doesn't make you different makes you the same

24
00:01:43.200 --> 00:01:48.240
But what does make you different is if you have consistently amazing customer service, okay?

25
00:01:48.240 --> 00:01:55.400
So that's the one that I love taking because I think that if you communicate that to your team you communicate that to your customers

26
00:01:55.400 --> 00:02:01.880
Your customers police your team because that's what you set the standard as and you start breeding a culture of amazing customer service

27
00:02:01.880 --> 00:02:08.020
That in and of itself can start like you can start increasing your prices A B and you will retain people C

28
00:02:08.020 --> 00:02:13.040
You'll get more referrals. It's nuts. It's crazy what actually happens when you try and go above and beyond

29
00:02:13.280 --> 00:02:17.840
For your customers rather than thinking well, they only pay me X so they only get this right and

30
00:02:18.240 --> 00:02:23.360
And it kind of flips the whole equation from resending people a lot of times which I a lot of the generals as I talk to you

31
00:02:23.360 --> 00:02:28.120
You know they got in business because they love helping people and then as time goes on they make they they're just not making anything

32
00:02:28.120 --> 00:02:34.480
They want to they work you the hours a week and they're like dude. I'm like I'm so tired of this right and so I know it's hard when you're in that spot

33
00:02:34.480 --> 00:02:40.040
But it's like you got it try you got like you have to just dig real deep and it's it's it's if you just love and you

34
00:02:40.040 --> 00:02:44.640
Farm love with your customers and you figure out a way and like I said a good exercise is taking that 10x

35
00:02:45.440 --> 00:02:51.400
Principle and then seeing what else you could possibly do right possibly and a lot of these things aren't cost

36
00:02:51.400 --> 00:02:54.360
Like could you write on my handwritten card every week doesn't cost you a ton right?

37
00:02:54.360 --> 00:02:58.240
I'm really pretty probably doesn't right maybe once a month whatever it is okay

38
00:02:58.800 --> 00:03:01.760
Like if you'd write 200 cards a month it's 50 cards a week right?

39
00:03:01.760 --> 00:03:06.920
It's like 10 a day you can do that in 20 minutes every morning and I guarantee that those 20 minutes will be well worth

40
00:03:07.280 --> 00:03:14.480
Far more than you Netflixing or like hanging out on Facebook and liking someone's comment right like those types of actions are things that people

41
00:03:14.480 --> 00:03:19.000
Talk about those types of service experiences that people go through and they're like do these people let me a card

42
00:03:19.000 --> 00:03:20.920
You're most just say they appreciate me right?

43
00:03:20.920 --> 00:03:26.080
They never made a personal letter about how like how I did a great job at that at that. I mean legwork yesterday

44
00:03:26.080 --> 00:03:30.800
Right, like that's the kind of thing that people tell their friends about and then when their friends hear that

45
00:03:30.800 --> 00:03:36.360
They're like I want to check out that place. They're doing something different. All right. They're giving a crap about their customers

46
00:03:36.360 --> 00:03:40.880
And they're going above and beyond not an above and beyond way where people are like I have a family in my gym

47
00:03:41.040 --> 00:03:45.080
We really care about it. So like I get that I understand it everyone says that

48
00:03:45.080 --> 00:03:51.400
So what are you really doing that's tactically different and that's going to push you above and most times you can get there just by working a little harder

49
00:03:51.400 --> 00:03:55.160
Just by doing things that people are other people aren't willing to do it by organizing your time

50
00:03:55.160 --> 00:03:59.040
Because most people are wasting and most business owners are talking to are literally just scatterbrain

51
00:03:59.040 --> 00:04:01.280
They're spread then they're trying to start a side business of food prep

52
00:04:01.280 --> 00:04:04.480
They're trying to start an online training business on top of running the gym

53
00:04:04.480 --> 00:04:06.180
And they're doing that because they're not making money in their gym

54
00:04:06.180 --> 00:04:10.820
And in fact, they're just cheating themselves on the foot because they're spreading their attention rather than saying how can I absolutely

55
00:04:10.820 --> 00:04:17.740
Amazing customers like what would I want my parents to go through my grandparents to go through like what what process

56
00:04:17.740 --> 00:04:23.340
What I'd be proud of that could put my name on be like that is an onboarding process and soon as someone signs up with me

57
00:04:23.340 --> 00:04:26.300
They're gonna get a swag bag. They're gonna get a handwritten card

58
00:04:26.300 --> 00:04:30.580
They're gonna give the email and a voicemail all from me within their first four days after that

59
00:04:30.580 --> 00:04:32.860
They're gonna get second handwritten card just to ask them hey

60
00:04:33.100 --> 00:04:36.980
We love you and we want to just set the bar for amazing except for customer service

61
00:04:36.980 --> 00:04:42.180
If you feel anything would accept for customers, please let us know okay and calling people when they don't show up for a week

62
00:04:42.180 --> 00:04:46.780
Because you have red flags. There are clear indications of behavior that precede a cancellation

63
00:04:47.060 --> 00:04:50.860
So if you're tracking those things and if you're not you should be but if you're tracking those things

64
00:04:51.580 --> 00:04:55.620
Then you can start retaining customers better because most people are like, well, I don't know why they like right?

65
00:04:55.620 --> 00:04:58.900
You don't know why start asking them if you have people canceling just be like hey

66
00:04:58.900 --> 00:05:02.460
I want to make an amazing business and the thing is is people won't even believe you

67
00:05:02.460 --> 00:05:05.340
If you don't look like you're making effort, but if you're like I genuinely want to make an amazing business

68
00:05:05.460 --> 00:05:10.500
What could I have done better what like what like it was just like is it just because it's mediocre like tell me

69
00:05:10.500 --> 00:05:12.300
It's okay, you know what I mean like whatever it is

70
00:05:12.300 --> 00:05:16.860
It's like you were serving me better by being honest to me and rather than saying like oh no

71
00:05:16.860 --> 00:05:23.700
I just got busy because like you like you never like I never get too busy to watch Netflix right because the experience is great

72
00:05:23.820 --> 00:05:29.300
Right no one's too busy to watch Netflix no one's too busy to to always go to the movie or whatever it is right or go out to dinner

73
00:05:29.300 --> 00:05:32.940
No one's too busy for that right and so it's like be honest with me

74
00:05:32.940 --> 00:05:35.460
And then you have to be honest with yourself and take that answer and then think okay

75
00:05:35.460 --> 00:05:40.740
How can I make this un-freaking believable okay to the point that people are like oh my god

76
00:05:40.740 --> 00:05:45.600
I can't believe they did this right when you get that reaction from a customer you have them for life

77
00:05:46.020 --> 00:05:48.540
All right, so hopefully that was useful for you

78
00:05:49.460 --> 00:05:55.660
Just kind of going to that mental exercise of like what could I do to really improve my customer service because that is the thing

79
00:05:55.660 --> 00:06:01.460
That gives a small business or a small gym business a competitive advantage within the marketplace because then you actually retain your customers

80
00:06:02.500 --> 00:06:07.340
Rather than just having you know having a revolving door, which is obviously not the goal okay

81
00:06:08.340 --> 00:06:11.620
Hope that was useful have an amazing day. Hope you guys are having a rocking

82
00:06:12.140 --> 00:06:17.300
Morning afternoon evening or whatever it is that you were listening to this maybe in the bath of I don't know who listens to these things in the bath

83
00:06:17.420 --> 00:06:22.660
Maybe people do but if you are a gym and you'd like to see how we get gyms from zero to full capacity in 30 days

84
00:06:22.820 --> 00:06:28.380
You are welcome to download the free case study at gym lush secrets dot com forward slash quids

85
00:06:28.940 --> 00:06:35.860
Like QU IZ where we'll give you not one not two not three four case studies of how we have filled lots and lots of gyms

86
00:06:35.860 --> 00:06:39.500
And if you feel so inclined you could even hop on the call

87
00:06:40.020 --> 00:06:44.980
To talk to us and we will explain our process and I promise you we will not try and take your money on the first call

88
00:06:44.980 --> 00:06:48.940
Okay, that's our deal you all right have an awesome day and I'll talk to you guys on the flip side