Customers Allow Your Business to Exist

Quick reference

• 00:04 In this module, we're continuing to look at why is customer service important.
• 00:09 And this one's huge.
• 00:10 It's pretty obvious, but it's big.
• 00:13 Customers allow your business to exist.
• 00:17 Without customers, there's no business, right?
• 00:20 I mean, that makes sense, but we have to really look at this and why?
• 00:24 Because you wanna connect with your brain and make sure that you understand that
• 00:29 hey, without these customers, you're in a world of trouble.
• 00:33 And it's not easy to do, especially with the difficult customers, is it?
• 00:37 So let's take a look at this.
• 00:39 First of all, customers provide you with employment.
• 00:43 Think about that, they actually provide you with employment.
• 00:47 Those customers give you a job and they give you the opportunity for
• 00:51 job stability.
• 00:53 They give you the opportunity for pay raises and advancement, okay.
• 00:58 That's big.
• 00:59 Number two, think about this for a second.
• 01:02 Your customers, even the difficult ones,
• 01:05 allow you to pay your bills, whatever those bills are.
• 01:10 They allow you to buy groceries, send your kids to school,
• 01:13 make your mortgage payment, pay for your car payment, okay.
• 01:18 You really have to connect this and
• 01:21 this lifestyle that you have with your customers.
• 01:24 Because if your customers go away, even if just one,
• 01:27 two at a time, if you start losing customers, you could lose your job.
• 01:32 You could lose your ability to pay your bills, buy your groceries,
• 01:36 send your kids to school, etc., okay.
• 01:38 That's big.
• 01:40 So what do you do?
• 01:41 You need to make your customers feel special and appreciated every day.
• 01:47 Because here's why, it's six to seven times more expensive to
• 01:52 acquire a new customer than it is to keep a current one.
• 01:56 And I love this for business owners, right.
• 01:58 I talk to business owners all the time and their focus is on sales and marketing,
• 02:02 which is very, very important.
• 02:05 But what they don't realize is, if you get that marketing, your customer comes in,
• 02:09 you do the sale, they buy your product, if that customer goes away.
• 02:13 It's six to seven times more expensive to replace that customer,
• 02:16 than just to keep that customer, keep them happy and then you can sell to them again.
• 02:21 And if they're happy,
• 02:22 they'll go tell their friends, they'll give you a good review on a website, okay.
• 02:27 So it's so important to know that.
• 02:30 So a few years back, I had to get Internet put into my house.
• 02:34 I just bought this new house, wanted to put some Internet in it, and
• 02:38 at that time I had been working from home.
• 02:40 So this was huge for me, I really needed the Internet put in.
• 02:44 And what happened was, they were supposed to schedule that on Monday, and
• 02:47 Monday came and went, no Internet.
• 02:48 I call them up they say, you know what, we're gonna send somebody tomorrow.
• 02:52 Next day came, Tuesday came and went, nobody came out.
• 02:56 And I'm a pretty nice guy, but I was getting upset, right.
• 03:00 Wednesday, same thing came and went, nobody.
• 03:04 Finally, by Friday, somebody shows up, puts the Internet in, I'm pissed.
• 03:09 I mean if, I didn't have a work order in already,
• 03:12 I would have switched companies right there.
• 03:14 So fast forward to the following week,
• 03:17 somebody calls and follows up and asks, is everything all right?
• 03:21 Well, it's in there now, so I'm okay, right.
• 03:24 So we went through, fast forward a couple more days, I get a knock on the door and
• 03:30 it's a delivery guy.
• 03:31 And he's got a box and he says this is for you Mr. Brownlee.
• 03:34 And I open the box, guess what's inside?
• 03:38 A box of cookies from this cable provider that said Mr. Brownlee, we're so sorry for
• 03:44 the delay, we screwed up, please accept our apologies and these cookies.
• 03:51 Whoa, that was pretty cool.
• 03:54 That made me feel special and appreciated, because they screwed up.
• 03:58 And, by the way, is that going to happen in business?
• 04:01 Are you guys gonna screw up?
• 04:02 Is your company gonna screw up?
• 04:04 Are your co-workers gonna screw up?
• 04:06 So here's the piece.
• 04:08 If you do screw up, you have to go above and
• 04:11 beyond to make your customer feel good.
• 04:14 And here's a ninja secret, do you guys want the ninja secret?
• 04:17 If you have an upset customer and you can turn them around and
• 04:21 make them a happy customer, that customer will never leave you, why?
• 04:25 Because they put so much emotion into that transaction.
• 04:29 Even it's a negative emotion, there's so
• 04:30 much emotion in there, you guys are together.
• 04:33 Have you ever met anybody that is maybe in a bad relationship that they should've
• 04:36 been out of a long time ago?
• 04:38 Why are they still together?
• 04:40 It's that emotion.
• 04:41 Even if it's a negative emotion, it will keep you in there.
• 04:42 So what you want to do is, you want to take that negative emotion, right, and
• 04:46 flip it over to a positive emotion.
• 04:48 And that's gonna create a loyal customer, okay.
• 04:51 So let's review quickly.
• 04:52 Customers provide you with employment, opportunity for
• 04:55 job stability, pay raises and advancement.
• 04:59 Customers allow you to pay your bills, buy groceries, send your kids to school, etc.
• 05:03 And you need to make your customers feel special and appreciated every day.
• 05:07 Because it's six to seven times more expensive to acquire a new customer than
• 05:12 it is to keep a current one.

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