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#98 - In this episode, Travis has an inspiring talk with successful entrepreneur Tara Gilvar. Tara is the founder of B.I.G., and organization that has the goal of empowering and helping women in their entrepreneurial career. With the help of B.I.G. Tara has reached out to a lot of women who has the potential to start or grow their own business but are too apprehensive or unequipped to do so. She has helped them realize their dream as well as help more them connect with each other with the goal of sharing experiences and growing together in their business. This episode also benefits both sexes since Tara and Travis laid out some guidelines and tips that can be applied by anyone to any business. Tara shares how she began her business with just a spark of inspiration and the drive to see it through to its completion. Tara also encourages entrepreneurs to put your ideas into action and always remind yourself of your goal to keep you on track as you grow your business. Also, surrounding yourself with people that are more knowledgeable and more experienced than you to provide you with the necessary lessons that will ensure success in your business, just like what her organization is doing for her clients. These are just some of the valuable things that you can find in this episode of the Entrepreneur’s Radio Show.
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The SECRET why great companies stay on TOP
How to train your people to deliver the best customer service
All about Customer Service
• Customer service ties with building relationship with someone you do business with
• Not sales training or time management
Customer-focused or Employee-focused
• Before you can become customer-focused you got to become employee-focused in order to engineer that experience
How do you make the customer-experience great?
Start on the inside to make that happen
What happens on the inside is felt on the outside by the customer
CREATING GREAT CUSTOMER EXPERIENCE
• Got to manage the moment of truthwhen you interact with the customer, they have the opportunity to form an impression
CREATING GREAT CUSTOMER EXPERIENCE
• What will be their moment of truth?Will it be a moment of magicA moment of miseryOr a moment of mediocrity
“Create a moment of magic”
CREATING GREAT CUSTOMER EXPERIENCE
What does great companies do to stay on top?They bring in people, experts, coaches and proven programs to take their business to the next level or at least maintain where they are.
CREATING GREAT CUSTOMER EXPERIENCE
One-day training for all the people could not be use as a band-aid to turn things around permanently.
It takes time, focus, effort and it takes a culture-change to make it happen.
Culture-change does not happen overnight.
CREATING GREAT CUSTOMER EXPERIENCE
• You got to be relentless.One of the big misconceptions in culture
change especially if its focused in customer service is it needs to be relentless all the time constant.The word is reinforcement.
CREATING GREAT CUSTOMER EXPERIENCE
• Lack of planningYou don’t plan for the storm at the day of the storm. You got to be thinking way ahead of
things.
Noah didn’t wait for the flood before he build the ark.
CREATING GREAT CUSTOMER EXPERIENCE
• Engineering the customer–service experience
Which comes first? Customer-focused or Employee-focusedBefore you can become customer-
focused you got to become employee-focused in order to engineer that
experience.
CREATING GREAT CUSTOMER EXPERIENCE
The customer-experience is going to happen from the very beginning.
Whatever you are selling, whether it is a service or product, you need to
engineer that experience to be completely customer-focused.
CREATING GREAT CUSTOMER EXPERIENCE
• Engineering the frontline experienceYou engineer by creating the story.
“If you’re not actually dealing directly with the passenger you’re probably supporting
somebody else. You need to manage the moment of truth internally just as
important as you would externally.” Jon Carlson
CREATING GREAT CUSTOMER EXPERIENCE
What are the common mistakes?• Poor training• Not ready for a culture change• Not constant (relentless)• Lack of planning (regular meetings)
How do you know when your people are happy?
• When they are Empowered• When they are Trained• When they are Confident to say “Yes”
to customers
