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The Operators Edge Ep. 9 - Your Customer Remembers How You Made Them Feel — Transcript

by Ryan Boccaccio | The Operator’s Edge · 2,660 words · 449 segments · language en · Watch on YouTube

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0:00But, I walked into the gas station,
0:02charged my car.
0:04It's 11:30 at night,
0:06and I literally
0:07didn't see anybody.
0:09But, here we are. It's 11:38.
0:12Welcome to the Operator's Edge. I'm
0:13Brian.
0:14You know, today we're going to talk
0:15about
0:16the customer side of things, the
0:18customer experience a little bit.
0:20And then I walked around the corner,
0:22there's a young lady, she's at the other
0:23side of the gas station or at the front
0:26part of the gas station, she's stocking
0:27shelves.
0:29She said, "Hey, how are you doing?"
0:30within about 30 seconds of me walking
0:31in.
0:32That's awesome.
0:34With like a really nice
0:36voice and just really like loud.
0:38She said, "Love your night." And that
0:40was great. So, I asked her how she was
0:41doing, went and got my Gatorade, got my
0:43protein bar,
0:45and I walked over to the self self-serve
0:47or the self-checkout,
0:49and she says,
0:50"Hey, wait a minute. Let me go Let me go
0:52check you out on the on the far end
0:53there."
0:54And the whole time I'm like, "You don't
0:55have to do that. Like you're going here,
0:57you got to do, like whatever." But,
0:59she did.
1:00Now, come on.
1:01I don't get that kind of service in the
1:03in the middle of the day.
1:04And and even at night, like you walk
1:06anywhere in the middle middle of the
1:07night and get something,
1:08and nobody's even around, nobody even
1:10cares to talk to you or anything. Like
1:13that's what it's all about. And of
1:15course, I'll leave her a Google review,
1:16I'll say something nice, and I'll make
1:17sure that she gets it because
1:19she took care of the customer. She did.
1:22Now,
1:22when we think about running the
1:23businesses,
1:25I don't care what it is.
1:26I don't care if you're
1:28going to Starbucks, you're coming to a
1:29shop,
1:30you're going to a restaurant, and you
1:31walk in and it's
1:33you know, Cheesecake Factory, you got 40
1:35people deep on Christmas Eve or
1:37Christmas time
1:39trying to get in, and you get a host or
1:41a hostess behind the counter, and
1:43they're short with you.
1:44No smile on their face.
1:46And by the way, they don't even talk to
1:47you because they're so busy or they're
1:48flustered or they don't even know what
1:49they're doing.
1:50A lot of times, it's that last one.
1:53They don't know what they're doing.
1:54There's this thing called fake it till
1:55you make it, and there's a lot of people
1:56that still say that.
1:57You can't fake till you make it.
2:00Even in those positions.
2:03This girl at the gas station she
2:04couldn't fake it.
2:05No,
2:06we forget when we're on the other side
2:09of the counter
2:11sometimes what it's like.
2:13And the reason why we do that is because
2:16in all honesty when we get beat up all
2:18day long whether it be customer service
2:20whether it be the restaurant business
2:21whether it be
2:22the shops whatever the case
2:24we just understand that they're going
2:26through something we have empathy.
2:28And the empathy that we have we just let
2:29a lot of slide.
2:31I hate to say it but that's why there's
2:32a lot of 20% tippers or 25% tippers out
2:35there to this day with terrible service.
2:38Like terrible.
2:40I just won't do it. I won't. There's
2:42places I won't go back to.
2:43There's places maybe I'll try once but
2:45in all honesty
2:47I just don't have the time to go deal
2:49with people or operations or
2:52businesses that don't take care of the
2:54person that don't even want to. They're
2:56so worried about getting to the
2:59getting to the end of the deal
3:01closing the deal selling the ticket you
3:03know upselling the drink getting out of
3:06there because they got to go do whatever
3:08and they just don't care.
3:10And a lot of times there's managers that
3:12don't know how to manage. There's
3:12managers don't know how to teach.
3:14Managers don't know how to don't have
3:15time to teach.
3:16So you get the next you know person in
3:18the door
3:19they're good on paper they interview
3:20well got a great personality
3:23you teach them a couple of things boom
3:25you put them out front of your
3:26of your customer. But we let it slide.
3:29Why do we let it slide?
3:30I don't get it. I don't get it because
3:33when you put yourself in the other
3:34person's shoes
3:36I think ultimately
3:37you know what they're going through you
3:39have an you have an obligation to say
3:40something to them.
3:42Hey man you know what I hope you're
3:43having a bad day.
3:45I'm sorry. I don't hope you're having a
3:46bad day. That's bad. I hope you're not
3:48having a bad day
3:49I'm just picking up this vibe. Is
3:51everything okay? You good?
3:54And they're going to look at you weird
3:55they're going to say
3:56what?
3:57Because nobody's going to do that to
3:58them. They're not going to ask they just
3:59go about their day. But when you when
4:01you say that
4:03you engage in a conversation with
4:04somebody and you figure out number one,
4:05if there's nothing wrong. Number two,
4:07they just don't want to be at work.
4:08Number three,
4:10it was nice for them just to have
4:11somebody to talk to because the people
4:13that they work with don't talk to them
4:14at all. They're brand new. They've been
4:14there for 2 weeks.
4:16They have to be there cuz they need a
4:17job, but they don't want to be there.
4:19And that's the person that's up front
4:20for your customers.
4:22So,
4:23as a
4:24industry person, if you're in front of
4:26customers,
4:27be empathetic to the situation, but say
4:29something. And say something in a
4:31constructive way. Don't just tell them
4:32that they're
4:33not doing a good job and they need to be
4:35better, but just just say, "Hey,
4:38I'm just check make sure you're good,
4:39man, cuz hey, I do the same thing you
4:40do. I was in this industry before and
4:42you know,
4:43build that mini relationship right there
4:45and then
4:46and if you walk out of that door and you
4:48can see the energy change in the smile,
4:50you did something to that person. You
4:51might have inspired that person to go do
4:52something else
4:54in that day to
4:56kill
4:57kill it for the team
4:59and show what they really got.
5:01They could have been doing that for 3
5:02days straight. Their manager is like, "I
5:03don't know if this person's going to
5:03last." What's going on in a person's
5:05day?
5:06What type of people we're dealing with?
5:09Not everybody has,
5:11you know, just because they come in
5:12dressed nice and they got a nice car,
5:14doesn't mean they have cash.
5:16And also doesn't mean the guy that comes
5:18in that doesn't,
5:19you know, looks like he's got his hair
5:21grown out for 6 months and
5:23say the jacket that he's wearing is kind
5:24of dirty,
5:25doesn't mean he don't he doesn't have a
5:26billion in the bank.
5:28I was serving tables at the Texas
5:29Roadhouse. This lady came in with her
5:31two kids, didn't want to have anything
5:34but the kids eat free night and so a
5:35soda because that's what she had to buy
5:36back then. And nobody wanted to wait on
5:38her because it was free. She always came
5:40in late. They didn't want to be there.
5:42They she didn't hardly tip.
5:44So, everybody dogged on her.
5:45I took took her and I said, "You Well,
5:47I'll take her no matter what."
5:49Let's roll.
5:50Wait on her for 6 months or in in her
5:52son's can't remember, but the oldest
5:55one,
5:56she was like, "Hey, I got a weird
5:57question for you.
5:59My dad
6:00I got my dad. Their father is not around
6:02and
6:04he he's going to miss out on his son's
6:08junior ROTC graduation. And because he's
6:11you you kind of
6:12you got something on my son like he just
6:15likes coming here to see you.
6:17He he wants you to come to his
6:19graduation but he doesn't know how to
6:20ask you.
6:21That's what it's all about. I mean I
6:22didn't know that was going to happen. I
6:23wasn't even planning for that. I just
6:24She just did it because I was just
6:26taking care of
6:27taking care of them.
6:28And were there some nights where it was
6:30a long time or there were some nights
6:31where I was extremely busy with other
6:32people that they needed with them and
6:34just make time for them? Absolutely. But
6:35I had to make time for them. I was
6:37mindful of what I was doing. And and
6:39that's not training. That's just who I
6:40am.
6:42But if I'm like that, that's what I
6:43teach and that's how I
6:45want my teammates and I want my people
6:47and I want my team to give
6:50the customers what I give them.
6:53And so everybody out there that says
6:54that training is hard or training is too
6:56thin,
6:58you got to make time for it. We're in
6:59automotive.
7:00Where else work? This is my first
7:01automotive job and I was in Tires Plus
7:03in the Stapleton. And I was the closer
7:05working all the time, you know, 60 70
7:07hours a week. It was just me and a
7:09service advisor. He was teaching me a
7:11lot. I was I was literally like a month
7:12or two in.
7:14And
7:15one side of Quebec
7:17besides the Walmart side, like right
7:19there,
7:20you know, if you kind of go towards the
7:21Stapleton area,
7:22I mean those are those are back then,
7:24you know, 10 years ago those were
7:25million dollar houses, some of them.
7:28And you go next door, so this side of
7:29the street, Quebec west side,
7:31you got houses there you know, half a
7:33million to 700,000 back then.
7:36Probably a million now and they're like
7:37500 square feet. And there was a big
7:40line between
7:42who who was,
7:44you know,
7:45more well-off than the others I guess
7:47you should say.
7:48But I'm going to tell you one thing,
7:49the people sometimes that didn't come
7:52back
7:53were the ones on the other side of the
7:54east side of the street that had the
7:55money, could do it.
7:58Because they would come in and we just
8:00we would expect them to not we but
8:03most of the time
8:05we would just as service,
8:07you know, people, we'd just give them
8:08certain just okay service or just expect
8:11them to come in. There was a lot of
8:12conversation where people just expected
8:14people to come in.
8:15We're the only place around. Why
8:16wouldn't you come in?
8:17Well, they don't come in because they
8:18picked up on something you about you in
8:20the first 3 seconds that they walked in
8:21the door, just like I did with this
8:23young lady. I mean, back in my days, I
8:26would have hired her. I don't care.
8:28If she automotive or restaurant, I would
8:30have hired her. Hey.
8:32Do you would you be interested in maybe
8:34just hanging out and learning learning
8:35the car business and writing some
8:36service, talking to people, hanging out?
8:38Or
8:39you know what?
8:41I think I could get you a job that pays
8:42maybe just a little bit more. You you do
8:44a lot
8:45less kind of this work. That's a lot
8:47more fun.
8:48I would have hired her.
8:49But the people that, like I said, the
8:51people that
8:52you didn't expect to even come back
8:55after you gave them a $2,000 estimate
8:56because everything was falling apart in
8:57the car
8:58because I gave them good service and
9:00because I wanted to
9:01give them everything that I had and no
9:02matter what,
9:04they were my person and they were my
9:05customer. That's my reputation and those
9:07are my people.
9:09My community, no matter where I'm at,
9:10what location,
9:11they would come back.
9:13I remember this lady. She came in with a
9:15shopping cart from across the street. It
9:16was full of
9:18And I'm like, how did she get here in a
9:19car? Well, her car was in the parking
9:21lot and she had to go to Walmart and she
9:23basically lived in her car.
9:25She had the money.
9:27I gave her an estimate and said, "Ma'am,
9:29this is what we got to do. I will do the
9:30best that I can at piecing it together,
9:31but unfortunately, like some of these
9:33systems work together and and it's just
9:36the parts are expensive. It's not even
9:38so much labor, it's the parts of this
9:39one." It was like 2,000 bucks.
9:42And to be honest with you,
9:43I didn't expect her to come back. I just
9:45I didn't. And I am not kidding. Like a
9:47month later, she rolls in and and with
9:50her kind of the same deal.
9:51But but this time she she she comes in
9:54and
9:55she had left her car in the parking lot,
9:56so she was coming back to to get her
9:58car.
9:59I thought she was going to pick it up,
10:00but she said, "Hey, can you can you fix
10:02my car? I got the money." Month later,
10:04she came back.
10:05I just I just welcome her in into the
10:07into the business and and in my world
10:08and that's what happened.
10:10So remember,
10:11it's not always the sale now, it's the
10:13sale later.
10:14And it's not about
10:16the customer and what they're doing,
10:19it's what they expect from us.
10:21And that's lost out there these days.
10:22And we've got to get it back.
10:25So you want to get it back?
10:26Cuz I do.
10:27So a couple things, you know, make sure
10:28that
10:29be mindful if you're out there in your
10:30service industry, be mindful. Call your
10:32peers out. I don't care if you work in a
10:33restaurant and the gas station or the
10:35gas station next door, if they're
10:36they're not doing their job and vice
10:37versa, you say something to them.
10:40Because customers, like in this one, the
10:42Applebee's and this this LongHorn and
10:44this gas station,
10:45they see people all day long.
10:47And they can also be your best friend,
10:48especially when it comes to businesses.
10:51You make this person your best friend,
10:52they let you do things that they'll they
10:53will refer a ton of people to you.
10:55Driving by on this highway and they
10:56break down, they need a flat tire fixed,
10:59whatever the case may be.
11:00Just don't forget that stuff. It's the
11:01little things that matter.
11:03And when it comes to the process and the
11:05training and everything, be mindful of
11:08it. Make time for it.
11:10If you say I I don't got to I don't have
11:11any time, that means you didn't get
11:13there early enough. Because you have to
11:14make time for your people. At the end of
11:16the day, you got to make time for your
11:17people.
11:18And some, you know, businesses have
11:20departments that do all this stuff and
11:21online training and all this stuff, but
11:22that doesn't matter either. It comes
11:24down to the interaction between you and
11:26your teammate and your your mentorship
11:29and
11:30for those
11:31younger leaders out there,
11:33remember all that. For the leaders that
11:35have been in for a little bit,
11:36you know, sometimes I think that
11:38we get so into it, we feel like we're in
11:41the groove, we forget about little
11:42things like that. So be focused on that.
11:44We got it done.
11:4611:56.
11:47Remember,
11:49take care of your people. That means
11:50your community.
11:51That means the customer, because they're
11:53first. Without the customer, you don't
11:55have anything. Without the technician,
11:58you
11:59you don't have any people to fix cars.
12:01So take care of your techs.
12:02And for everybody else,
12:04everybody that's in a specialty position
12:06in some sort of
12:07field,
12:09remember there's people under you. Take
12:10care of them.
12:12Have a good night.
12:13Oh, hey.
12:14I'm terrible at it.
12:16Like and subscribe, please. I appreciate
12:18it.

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