In this episode of the Thrivetime Show, business coach, Clay Clark, and Dr. Z talk about what it means to have excellence when it come to customer service. If you want to make an impact on your customers then this is an episode you can not miss.
Learn About Customer Service From The Business Coach : Podcast Transcript
Clay Clark: All right, Tulsa, great country. Welcome back to the Thrive Time Show on your radio with the business coach, where we teach you how to start and grow a successful business, from inside the beautiful box that rocks. Which is located on the left coast of the Arkansas River inside the beautiful thrive15.com world headquarters and in this majestic place we call Oklahoma. Oklahoma is it, inside the box that rocks today. We have one reason to celebrate. No, no, no we have two reasons to celebrate. We have two Zoellner’s inside the same box at the same time.
Clay: Dr. Zoellner how is it possible?
Dr. Robert Zoellner: I don’t know. Well, well. Odds are if you gather up one random dude in Tulsa. Odds are, it’s probably going to be one of my brothers. I’ve got a lot of these people coming through all the time and say, “Hey, I met your brother”, and I just look at them like, ‘Okay, that doesn’t narrow the field very much.’
Clay: Yes. Which breed? Which group? Which latest model?
Dr. Robert: Which one? What kind of association is it? You know what today is? Today is Friday the 13th.
Dr. Robert: And good thing we’re not superstitious, because I’m just a little stitious. I love that line of it. Oh so funny.
Uh-oh, little weird.
Clay: Little scary inside this studio. [chuckles] It’s still Happy New Year everybody.
Dr. Robert: Friday the 13th, but, you know what it can be your lucky day because in one week, one week from today-
Dr. Robert: -is a life changing experience that you can do. Yes, you can do it. Now, it’s up to you whether you will do it. What I’m – talk, Clay. What on earth am I talking about?
Clay: We have six, dude, you came in today, I said, “Hey, there’s guys in the room there”. We have six great Tulsans, who are coming to the Thrive Time workshops, they came here today to get all registered, get all signed up. What is it? It’s a two-day interactive workshop. It’s 15 hours of power. Let me tell you how it’s different than any other conference with a business coach, or seminar, or business workshop you’ve ever been to.
Dr. Robert: All right.
Clay: Typically there’s one guy he’s on the mic, he’s rocking down the mic.
Dr. Robert: One guy on the mic, he is going, “Hey, everybody, what’s up.”
Clay: There’s a bunch of beach balls, there’s a lot of music playing, and there’s some random politician who used to be in office about a decade ago.
Dr. Robert: Oh yes. He’s working the crowd.
Clay: Maybe a Giuliani or a Bush of some kind, George Bush. Then, there’s some guy who gets up to speak, and he’s going to teach you the 77 moves to becoming a real estate millionaire, and he’ll teach you 62 of those, but to get the final 15 you got to sign up to the back of the room. There’s a back of the room sale.
Dr. Robert: Oh, I hate that. [crosstalk] [inaudible 00:03:02] dirty when that happens.
Clay: He’s only taking 14. What do you know? there’s a crowd of 600, he’s only taking 14.
Dr. Robert: The first.
Clay: You have to see if you qualify, so, you got to come on down and fill up this paperwork now, and see if you qualify for the system. That’s not what we do, we have no up sale guarantee.
Dr. Robert: No up sale guarantee. No coal walking, fire walking either, you better know that.
Clay: And Thrivers, check it out, you can show you’re going to www.thrivetimeshow.com. This is how we’re different than the other workshops. You go there, you click on it, and you’re going to see real business owners, real estate professionals, doctors, attorneys, talking about their business and the things they’ve learned over the years. Once you learn it, it’s up to you to apply it. We have scholarships if you can’t afford it, now you can get help from a business coach.
So, just go to www.thrivetimeshow.com. ‘What do I do?’ Go to www.thrivetimeshow.com ‘I know somebody who should do this but they’re not here.’ Go tell them, send them a text. www.thrivetimeshow.com, sign up, Check it out. I’ll tell you one more thing you should do. Go to Facebook live, if you’re going to look right now, and this is beauty, it’s masculine and greatness. It’s Philip Zoellner inside the box that rocks. Philip, how are you doing my friend?
Philip Zoellner: I don’t know if I could be better than I am, honestly right now.
Clay: I’m going to ask you some questions. Some people will say, “What do you do?” They’ve heard about this A to Z medical thing. What is this business board certified physician? What do you guys do over there?
Philip: Well, we have Zoellner Medical Group.
Philip: It’s medical stuff, so, it’s not the most exciting, we’re not talking about rollercoasters over here.
Clay & Philip: Zoellner Medical Group.
Clay: I’m going to repeat that one more time, Zoellner Medical Group. Walk me through, what do you do?
Philip: Okay, that’s a great question. My mother called me — actually, Robert’s mother called me today and asked me this question.
Dr. Robert: It’s the same-
Philip: I’m sorry Dr. Zoellner. I’m sorry.
Dr. Robert: -it’s the same lady.
Philip: So, Dr. Zoellner’s mother called me today, and asked me this morning actually, what we do over there and I said that’s a very good question. What we do is, we are a medical clinic in which specializes in two areas, family medicine and sleep medicine.
Clay: Family medicine and sleep medicine?
Philip: Exactly, and I’ve tried to verify this because I knew I was coming on the show today, and I’ve been trying to exhaust all my resources to make sure my facts were correct.
Clay: The facts are correct. Facts.
Philip: I hope I’m correct when I say this, we’re the only– this is important actually. We’re the only sleep clinic with an actual place where you go to see a doctor, which has board certified sleep physicians and a board certified sleep dentist.
[Voice over]: Woah [unintelligible 00:05:28] .
Dr. Robert: Wow. Oh my good [unintelligible 00:05:32]
Clay: [laughs] What does that mean? A board certified sleep dentist.
Philip: I know.
Clay: What does that mean?
Dr. Robert: While you sleep, I think he works on your teeth or something I don’t know.
Philip: There’s a lot of wonderful dentist in town that do a fantastic job of treating sleep apnea, with the airway. Mostly, when we talk about sleep apnea, it’s an obstructive sleep apnea, so it’s an airway issue.
Clay: You can’t breathe at night?
Philip: That’s correct.
Clay: So, you’re sleeping and all of a sudden you can’t breathe. You can’t get the air you need, so then you wake up? Is that what you’re saying?
Philip: Right, so how do we how do we resolve that?
Clay: How do you do it? Do you wear a Darth Vader mask? Is that what has to happen? Do you have to transform into Darth Vader?
Philip: You have you have a couple of options. You can either find treatment or just not sleep.
Clay: Okay. Yes, well let me–
Dr. Robert: Wow, so I will just sit?
Philip: It’s very easy.
Clay: Here is the question that I have. It just fired off in my slow-moving mind. If I’m married to somebody and they can’t sleep. It’s probably a bigger issue for me than for them.
Philip: Well, actually–
Clay: Because I would be waking up all the time and I’m like, “Go to bed, it’s late.”
Philip: I know. It’s funny, I was literally in a lunch yesterday, and when you have a patient or a person has a sleep disorder, there’s a number of list of things that there could be an issue. High blood pressure, diabetes-
Clay: Poor haircuts.
Philip: -poor haircuts.
Philip: One of them is actually marital discourse.
Philip: Literally, in some medical journals, it says that.
Clay: Okay, now that’s the deal. Thrivers we’re talking today about customer service excellence, and the reason why we have these two gentlemen on here and on the show today. A couple of reasons, one, Dr. Z and I, we obviously co-host the show together, but I’m going tell you this, when you grow a business, so many people this what they say, ‘You know what? The business is so big they no longer care about people.” or “Those businesses are getting so big.” The small guys always say that, but then, once you become the big guy you realize that in order to be the big guy, you’ve got to make a certain proportion of your customers happy or you won’t have any more business.
You find yourself going from the sales game into almost a customer service game. There’s a transition that occurs, at first you just trying to sell anything. Now that you’re the big guy, you have to maintain that customer service. We’re going to get into the three moves, there’s a lot of sub moves in today’s training, with the three moves to make systematic customer service excellence.
Clay: All right. This first concept from the business coach someone needs to write it down. Probably not you the listener, probably somebody else, but you need to write this down. It’s called the Net Promoter Score.
Dr. Robert: Whoa, whoa, whoa, whoa. Before we get in all these three moves, it’s lunch time. I’m hungry.
Clay: I’m hungry.
Dr. Robert: Where are we going to go to lunch?
Clay: Well, our first off we’re going to go over to the Oklahoma Joe’s, and what we’re going to do is, we’re going to walk in there and they going to say, “You want this to go, or do you want to eat it. Here?” I’m going to say, “Can you guys deliver?”
I hear they maybe could do some catering, and then I’m going to say, “I have a very important meeting to go to, at Regent bank. What I would like to do, is I’d like to order it now”, they’re like, “You can just take it now”, “No, no, I want you to deliver it, and tell all my buddies my Oklahomies, we’re going to be having lunch at Regent bank in the lobby because we’re multitasked, we’re productive entrepreneurs. We’re going to be listening to the Thrive Time Show, have Oklahoma Joe’s baked beans, we’re going to have a little bit of Regent bank, we’re doing some paperwork right there.” It’s all one magical cornucopia of goodness, that’s what I’m going to be doing this afternoon.
Dr. Robert: Can we get the meat candy, with the burnt ends? Is that possible?
Clay: Talk to me about what the burnt ends are because there’s many people like — Philip do you know about the burnt ends?
Philip: Well, I’m one of seven, so, I’ve been in trouble before and had a burnt end before.
Dr. Robert: Clever young man. That’s not the burnt end we’re talking about.
Clay: Are you ready for more of that Dr. Zoellner? Philip’s going to bring it.
Dr. Robert: He’s number six in the birth order, I’m number two.
Clay: He’s already won.
Dr. Robert: [laughs] No, that means I raised him, is what that means.
Philip: Survival of the fittest. Is what I mean.
Dr. Robert: Yes, exactly. Here’s what burnt ends means, Joe Davidson, who’s a wonderful American human being by the way.
Clay: He sold two million smokers, the profundity of that almost moment makes me cry.
Dr. Robert: That’s a lot, if you lined up two million smokers it would reach from here to someplace further than here, I’m sure.
Clay: If you lined up two million smokers, that’s a lot of nicotine.
Philip: It depends on where we’re asking.
Dr. Robert: Okay. What happens is that he figured out that when people ate the barbecue they liked that little burnt part of the piece of meat, and so he said, “What can I make every little bite that burnt part of the meat?” and he figured it out because Joe Davidson’s a clever, clever Oklahomian.
Clay: He’s not messing around. That guy is the professor of barbecue.
Dr. Robert: Yes, he’s like the doctor of meat. This is a serious guy when it comes to cooking.
Clay: As an optometrist, have you met any meat doctors out there?
Dr. Robert: Now I have, his name is Joe Davidson. He figured out how to make this, so you go on and get the burnt ends, that’s the move. I’ve said it before and I’ll say it again, “You’re welcome.” because you’re going to go, “Much meat candy.” I know, I know just enjoy it, chew it slowly.
Clay: Chew it slowly, let it happen, let it flow.
Dr. Robert: There’s pound that was some baked beans and-
Clay: Yes, pound the baked beans. Go slow with the meat, but pound the baked beans. [laughs]
Dr. Robert: You know what, and Clay once again will give out– Clay tell me about your baked bean challenge.
Clay: I have a baked bean challenge, it’s going really well. So far we’ve had three different people who’ve taken take me up on this offer, because a lot of people they’d go, “Let’s get the real thing, am I running around just doing some random search for various items and you aren’t going to deliver?” No, I’m being serious, I guarantee you this. Here’s the deal, If you go to Oklahoma Joe’s today and you order the world’s best baked beans, you go in there and say, “I want the best baked beans, I want your baked beans.”
Try the baked beans, then drive over here to the Thrive15.com world headquarters in a beautiful jinx America next to the flying Tee Golf Center, enter our building. Come into the dojo of mojo, coming into the Thrive15.com 20,000 Square foot facility. Come in here and tell me, give me a review. Are they, in fact, the world’s best baked beans? Because if they are, I’m going to give you a high five and a copy of my book Thrive. If they’re not I’m going to give you a copy my book and I’m going to call you a liar.
Dr. Robert: No you don’t, you’re killing Thrivers. You can’t call them liars. Clay.
Clay: I will look you in the eye, my inner dialogue will say, “What is wrong with you?”
Dr. Robert: No, you look at them and you say, “You know what we have is a difference of opinion”.
Clay: That’s what I’m going to start to do right now.
Dr. Robert: All right. Now, that we’ve taken care of lunch. Now, we can get into our three super moves that we’re going to unpack on today’s show and teach you guys about customer service excellence. Clay, take it away.
Clay: Well, as a former business speaker guy, here’s the game. You get a call from someone, her name is usually Pam. She’s like Pam from the office or a Margie, something Pam or Margie. She calls you just, “I’m looking to book a speaker for Chevron or Hewlett-Packard, could you come and speak?” , and so you go out to this event there’s people like Joe Montana, who are at the keynotes and then there’s me on page seven the brochure. Okay.
There’s some big names there. You go there and you get the chance to watch some really great speakers. One thing you’ll notice at speaking events for the big companies is that all obsess about this concept of the net promoter score.
Dr. Robert: It’s a big deal.
Clay: If you Google it right now, Just type in net promoter score in Harvard and you’ll see it’s called the number. It’s called the one number you need to grow. What it is, it’s a relationship, it’s saying how likely is your customer to refer you to someone else? You ask your customer, “On a scale of one to 10 how likely are you to refer me to somebody else?” The percentage of people that rate you with that nine and 10 scale, is called the Net Promoter Score.
That’s the likelihood that your business will grow through word of mouth, and so you think about companies that have a high net promoter score. Now, I want you Thrivers just to think about them, because we’ve got ahead of the break. Get that sheet paper and write down the companies that you can think of that you’d go, “Okay, I bet you they have a high net promoter score.”
When we get back, we’re going to unpack the companies with the highest net promoter scores on the planet, and what we feel like they’re doing well as consumers. Then we’re going to break it down and teach you how you can apply that. It’s going to be exciting when we break it out. Who has the hottest, the best, and the highest net promoter score in the world?
Dr. Robert: I can hardly wait. It’s going to be a great show. It’s Friday the weekend is here is going to be awesome.
Clay: Thrive Time Show.
Clay: All right, Thrive nation. Welcome back into the conversation. We’re talking about customer service excellence with Dr. Robert Zoellner and myself Clay Clark the former SBA Entrepreneur of the year. Guess who is here, we have Dr. Z’s brother inside the box that rocks. It’s Philip Zoellner. Philip, how are you doing my friend?
Philip: I’m awesome.
Clay: Well, you look awesome.
Philip: Thank you.
Clay: If you’re on Facebook live, you’re going to appreciate your awesomeness.
Philip: I’m feeling it.
Clay: Now, let me ask you this here, you’re running the ship over there at Zoellner Medical Group?
Clay: For anybody who goes, “What is Zoellner Medical Group?” What do you do? What is the thing you do my friend?
Philip: Okay. We do a lot. Dr. Z and I are business partners on a lot of different businesses. One of them is Zoellner Medical Group, which is a medical clinic in which specializes for this specific conversation in sleep medicine, and we were just talking about how long someone spins in slumber.
Clay: Yes, how long? We’re talking about how long does somebody sleep per day? If you’re listening right now, how long do you sleep?
Philip: Well, it’s a third of one’s life, so it’s a pretty important section unless you’re Tom Brady we’re talking about off air. Tom Brady sleeps a little bit more than that.
Clay: Yes, Tom Brady, apparently now he’s 39, he’s trying to maintain his edge, and so he’s got a whole different sleep and rest regimen a certain diet plan he’s on, but for most of us we’re sleeping a third of our life.
Philip: Yes, absolutely and no disrespect to Mr. Brady, but we probably don’t have nannies waking up and making the kids breakfast in which Clay and I probably do that on a regular basis.
Clay: Right, right. That’s probably not the average nanny.
Dr. Robert: Are you guy’s nannies? Oh, you guys are nannies?
Philip: We are nannies basically. I have two young daughters, Clay has 87 children.
Clay: Yes we do. This just in, officially we have five, however, once you get past four, the numbers, it really doesn’t matter. It’s more of just a township.
Philip: It’s a zone defense. Yes.
Clay: Now, here’s the deal Thrivers, if you’re listening right now and you’re struggling to get that sleep you need, you’re struggling to get that rest you need, or you’re married to somebody and every morning they wake up, and they’re looking like the Emperor. You know the emperor? A scary guy who made Darth Vader afraid?
Dr. Robert: Absolutely, yes.
Clay: They’re just like, “Hello, good morning”. They probably need to see you guys.
Philip: The wonderful thing about sleep medicine in general, is it’s very treatable. There’s a lot of things in medicine– and Dr. Z. and myself and a couple of other brothers working in medicine– There’s a lot of parts of medicine in which you can get treatment and you may not necessarily feel significantly better. In sleep medicine, if you treat it, which is very treatable, which is great news, you feel so much better.
Clay: I’ll tell you what– I’m not just saying this, Z, I am feeling good today to be talking about customer service excellence. Hah. I’m feeling good.
Dr. Robert: Friday the 13th, you’re on your lunch break, you’re listening to the Thrive Time Show, we appreciate it and you know, Clay, we’ve been rated the number one business talk show in Tulsa Oklahoma.
Clay: There’s many people that have told us this, specifically the station which broadcast this beautiful show all across this wonderful planet. The good friends at Scripps radio who also own HGTV, Travel Channel. We have an illustrious rating. We received one of the top tear ratings in Tulsa.
Dr. Robert: You know what else they told me though?
Clay: What did they tell you by the way?
Dr. Robert: Well, they followed up with, that we’re the only business talk show in Tulsa.
Clay: I don’t know it took the fun out of the whole thing, I was feeling good and then it’s just like everything goes–
Dr. Robert: I know it’s like being the best NFL team there is and there’s only one team in the league.
Clay: But I will tell you what–
Dr. Robert: You won a Super Bowl every single year.
Clay: I’m not going to let you take me down.
Dr. Robert: By the way, who’s winning the Super Bowl this year? I know we’re not into sport-– we’re not sports talk, I know that, but I knew you were going to say the Patriots.
Clay: Let me be more clear, Bill Belichick is going to win the Super Bowl.
Dr. Robert: Bill Belichick, he didn’t even need the players, I don’t even know why they pay him on salary just to–
Clay: I have a funny Patriots story for you, that hopefully, you’ll enjoy.
Dr. Robert: I shouldn’t have brought it up.
Clay: Due to my customer service excellence, which is what we’re talking about right now- The Patriots on www.patriots.com, they have it on podcast for nerds like me, where you get really into the detail. Tom Brady gets hurt. Now his backups are playing, the backup gets hurt. Nothing but the backup’s backup in there and some other star players are gone. Gronk’s out and so the podcast obviously has been a little bit dramatic about it, he goes, “Well, on today’s game the Patriots are sending out Belichick, Brusset- Bruschet, I don’t know who he is but he sits on the team we think.
Clay: And he’s like, “We’re going to send out some random quarterbacks or rather a random of receivers. I don’t know, they’re probably all fourth and fifth rounders and basically, I thought we’re going to win”, and there were guys like, “What?” and he goes, “It doesn’t make sense but it’s Belichick versus the NFL and he’s just, it’s the sweatshirt. He just can’t be stopped. It’s just magical”.
Dr. Robert: For those of you watching on Facebook live, you will notice that, Clay, finally, finally– all the early shows, if you go back and watch him he’s wearing his little suit and tie, suit and tie, suit and tie, suit and tie. Now, I’ve just shamed him– I don’t know if shame’s the right word, but I’ve encouraged him to be himself, to be Clay, to let the real Clay come out.
Clay: The beatings continued until morale improved. Very pirate thing.
Dr. Robert: Very pirate thing.
Philip: Simple formula.
Dr. Robert: And now he’s wearing a thrive sweatshirt that’s in the– you would call it in the style of the Patriots.
Clay: Well, here’s what I did. I teamed up with the designers and I’m turning the honey badger which is our mascot.
Dr. Robert: Which is our mascot. Which is a big deal because honey badgers are awesome.
Clay: These animals are tenacious. I’m turning it into an embroidered logo with the same color scheme as the Patriots and on the left side here it says “Freedom and Discipline” because you can’t have freedom without being disciplined and you get your stuff done. Then over here it says, “Drop the mic 2017,” which is an ode to Z here. The idea is that, you drop the mic, you get it? The problem is, I ordered the first batch and the embroidery was not good. Now we gotten serious. We’ve teamed up with the guys who are making the NFL’s uniforms and stuff, it’s coming in. Any day now it should be in here, the embroidered hats, hot sauce.
Dr. Robert: But the story gets better, so he ordered some for me and on Facebook live he’s going to cut off the sleeves so that I can be– because I’m like Belichick and he’s like my Tom Brady. That’s the dynamic duo here.
Clay: It is the dynamic and I’ll tell you this Thrivers, if you’re listening right now, everybody needs a Bill Belichick. You need someone to coach you, to mentor you, to teach you what you don’t know, everybody needs that.
Dr. Robert: You know what, business coaches are very, very, very expensive. How can I afford that? I’m just starting off. I just want to start my business. Business coach, it can be $5,000, $6,000, $7,000 a month. Clay, what’s another choice? Is there another option out there? Help me.
Clay: Yes. I talk to a young man today, he lives in Tulsa. He actually has a friend, his name is Curtis, who lives up about four states north here near Iowa. The guy he says to him, he says, “We signed up for Thrive, we’re in a bad spot and we signed up for– “
You can choose your own price because of the scholarship– He signed up for five bucks a month or something. It’s supposed to be $19 a month. By the way, if you pay a whopping $19 a month, we will give a free subscription to a member of the military.
He was in a bad spot. He said, “I’m learning some of the moves and I realize this is worth so much more than the $5. My wife and I, we went ahead and both got accounts. We’ve opted to 19 bucks a month and we told to our friend about it”. You hear that all the time, or if you want the one-on-one coaching we have that. The problem is the limited availability. We don’t have 4,000 coaches that can coach four million people, so it’s more of a limited thing and you have to go to www.thrivetimeshow.com and just go on the top right for business coach and if we’re not available now, maybe we will be in a month or two. You can check that out. We just don’t have enough to keep up.
But then we have this in person workshops which I’m so excited because–
Dr. Robert: One week from today.
Clay: Yes, so you go to the www.thrivetimeshow.com to learn about that, www.thrivetimeshow.com. Now, Z, we’re about ready to get it on like Mills Lane, the famous boxing announcer. We’re about ready to get into this customer service game. Before we went to the break, I mentioned to the Thrivers I said, “Make a list of the companies that you feel like have the highest net promoter score. Meaning, on a scale of one to 10, they surveyed their customers and their customers have the highest likelihood that they would refer them to somebody else. When we come back, we’re going to unpack that super list of who has the highest customer service ratings on the planet. Thrivetimeshow.com.
Clay: All right, Thrive nation and Oklahomies, welcome back to the Thrive Time Show, your daily audio dojo of mojo where you go after you have been to Oklahoma Joe’s. You see, you’ve been over there eating those baked beans, having those bird ins and you’re going, “Where is that show that I can always depend on? Where’s that show?” Here it is I found it, 1170. Set that dial, set the memory. you go, ” Hey, I have a job, I only get to hear half the shows”. Okay. What do you do? you go, “I want to hear the rest of the shows but where I can find these?” That’s a good question. You go to www.thrivetimeshow.com and there you can find all the archived episodes.
Now, Dr. Z, we’re honored today to have a guest on the show. Your brother, it’s Mr. Philip Zoellner on the show. Philip, how you’re doing man?
Philip: I couldn’t be better. I’m great. I just want your listeners to know that my name is Philip with one L. I’m very particular about this. I tell them at Starbucks if they put two L’s in there, I get really, really fuzzy.
Clay: I’m frustrated that some people had mentality pictured two L’s, that’s where I’m at.
Philip: In the bible, it’s one L. I understand where it went wrong.
Dr. Robert: You know what, there are so many things in life that you just see that train and it’s no longer on the track and you say to yourself, “How do we get it back?”
Clay: This is what happened to the economy in Greece. This is what happened, for instance, they’re using two L’s, next thing you know their government spinning out of control. Unbelievable.
Philip: Since inventing democracy, Greek has been sliding.
Clay: This is what happens now, Thrivers, we’re talking about who has the top net promoter scores in the world. Okay, here we go. We’re talking about customer service, how to make the world’s best customer service experience and the net promoter score is how you measure it. You go like, “What measure?” The net promoter score determines how likely customers are to refer you to their family and friends.
By the way, it’s the number one number that indicates your growth rate, so here we go. Z, number one, the most highest net promoter score on the planet– this is consistently now, year one, year two, goes up in a little bit, but, it’s USAA for insurance.
Dr. Robert: I’m proud to be American.
Clay: Now let me ask you this, I’m going to start with you, Philip. Okay. I’m not trying to throw you or anybody under the bus or blind side anybody’s questions. but what about USAA in your mind makes their customers love them?
Philip: I think that they’ve done an incredibly efficient and wonderful job at marketing to a certain demographic of people either that A, you’re either in the military or B, they love the military which is the majority of Americans. They have an extremely excellent marketing American.
Clay: I work with Farmers Insurance all the time, Farmers Insurance Kurt Fryer. Farmers Insurance 392-4000. I work with Farmers and here’s what Farmers Insurance, when they go against USAA, they call me and say, “Hey, Dr. Z, who are you insured with?”
Dr. Robert: So many kinds of insurance policies. That’s a lot–
Clay: For your home and loan, who are you insured with?
Dr. Robert: I think it’s State Farm.
Clay: Now, if you did say State Farm, I know here’s the deal, that’s a good company, we have a chance, but if it’s USAA, the loyalty there is so entrenched, even their logo looks like it’s part of the military.
Philip: You want to salute it.
Clay: You want to just salute that eagle.
Dr. Robert: I think I might get that tattooed on my arm. I’m so excited about it.
Clay: Here’s the thing Thrivers, they know their niche and they scratch it.
Dr. Robert: But you know what, it’s kind of weird because that’s one thing that we’ve struggled with young entrepreneurs, that is people starting their business and starting to grow out, because we’re always like, “Who’s you’re most likely buyer”, right?
Clay: Everybody on the planet bro. I’m more like– but to be even real, just people with the pulse you know what I’m saying?
Dr. Robert: Well, that’s what I’m saying, that it’s just crazy to say, “You know what I’m going to do, if they’re not in the military or they had a parent in the military I’m not going to let them buy my stuff”. That’s borderline crazy.
Clay: Seems a little crazy but it’s actually not crazy. It’s a move. It’s absolutely not as crazy as people think. The thing is, you don’t have a specific niche focus, you’re not going to have any success. Now the next move Thrivers, the next company that ranks for the highest net promoter scores. One of the next highest ranking is?
[Voiceover]: Broadcasting from the center of the universe. You’re listening to the Thrive Time Show.
Clay: It’s Costco.
Dr. Robert: Hey, we just got one of those in Tulsa. It’s actually in Bixby, but we just got our first one in the region.
Clay: Do you like Costco?
Dr. Robert: I’ve never stepped inside a Costco. To be honest with you, I’ve never been in there, but I have my people go there and buy stuff from there and bring it to my different businesses. I guess, I have an account. I spend money there, but personally, me personally,
I’ve never stepped inside of Costco. Philip, have you ever been inside the Costco here?
Philip: I have, in Los Angeles. With your brother Edward.
Clay: What’s the deal? What do you like about it? What do people like about it?
Philip: It was a free ride. I think they were sampling some lasagna on aisle four, that’s why I was there.
Dr. Robert: [laughs]
Clay: Okay, well, I’m going to go through the checklist of why a lot of companies–
Philip: I was hungry, I’m sorry, don’t judge me.
Dr. Robert: It’s fine.
Clay: Okay. Well, I’m going to go through the checklist, because if you’re listening right now and you love Costco, you can weave in some of their moves into your own business. I’m going to go through the checklist here, okay?
Dr. Robert: Okay, here we go, checklist.
Clay: One is Advertising that fits their demographic. Maybe that’s the deal. Two, an Experience. I would say the samples are an experience. The sample deal? The site. Are there visuals in Costco that make you go, “I want to go to Costco”. Sound, is there a band playing at Costco? I don’t know. Smell, okay, and then Samples, okay.
Now let’s go through another one. This is a hot one. Apple. People at Apple have a very high net promoter score, which means that people who go to Apple are likely to tell their friends. People keep the freaking box for crying out loud. They buy a box to an Ipad. They get a box for Christmas or something. They don’t even own that Ipad, that was four Christmases ago but you still have the box.
Dr. Robert: Because you put it in the drawer with all of your VCR handbook, with your cassette, your boombox, book on how to
work your boombox, with random keys —
Clay: Don’t people prize those boxes? Philip, do you keep old boxes?
Philip: I don’t, but the boxes I’m not sure about. However, they include a bumper sticker on all their stuff and I’ve been in traffic. We’ve all been in traffic before. There’s bumper stickers on every hybrid.
Clay: I’m going to quote Steve Jobs.
Dr. Robert: On every Prius, there’s an Apple.
Clay: You can Google this to verify this if this is a true statement but I’m just going to have to edit it a little bit.
Dr. Robert: Google? What’s that?
Clay: This is what he says, Steve Jobs was yelling at his graphic design team and all of his designers and all the people who were building this product. He’s just furious-
Dr. Robert: Come on guys.
Clay: -he goes, “I want to make the buttons so fucking awesome, so awesome that you want to lick the buttons.
Dr. Robert: Aww man, what’s up with that?
Clay: Then the guy goes, “What?” and he goes, “There has to be one button”. Just furious about it. Seriously. If you look at the iPhone there’s a button.
Philip: I’ve had these exact discussions with my wife before.
Clay: Okay. He’s just furious about this thing and Steve Jobs, he said how he wanted it to look good, be intuitive. “I want toddlers to be able to use it”. Think about how difficult technology was to use before the intuitiveness of the Apple products. When you give your iPhone or your iPad to a five-year-old or seven year old, they can figure that mess out.
Clay: We used to sit there with our VCR’s, our VCR’s would flash noon for a decade.
Philip: Which makes you sleepy for a nap.
Dr. Robert: The time consortium just freezes in the Clark compound. It’s always noon at the Clark house.
Clay: I’m getting tired. It feels like it’s getting late. It’s just noon. It’s just flashing.
Clay: Here’s one I want to get into, one more. Southwest Airlines, high net promoter score. What is it, Z? Is it the advertising?
Dr. Robert: Now, I know what it is. If you want to know the truth.
Clay: Give it to me.
Dr. Robert: It’s the peanuts.
Philip: It is.
Dr. Robert: It’s the peanuts.
Philip: And secretly if you’re a frequent flyer they actually let you smoke in the bathroom.
Dr. Robert: That’s not true.
Philip: No one knows that. No one knows it. It’s a hidden secret. They actually let you smoke in the bathroom. Just to let you know.
Clay: Just throwing that out there.
Philip: You can smoke anything you want in the bathroom.
Dr. Robert: I don’t think that’s a thing.
Philip: No, that’s actually true.
Dr. Robert: No, I really don’t think that’s a thing.
Philip: That’s why it’s so popular. United you can’t. American you can’t.
Clay: The show’s being censored.
Dr. Robert: I don’t think that’s really a thing. There we go.
Clay: Okay Thrivers, when we come back, we’re going to get this train back on the rails here. We’re going to be talking about, specifically, how to create an experience. How to specifically make a great customer service experience.
Clay: One, two, two into three were on the microphone with a man named Z. Z, how are you doing? How are you, Dr. Zoellner?
Dr. Robert: I am doing fantastic. It’s Friday the 13th, which you know some people get a little squirrelly about it.
Clay: Yes. Some people just get a little weird.
Dr. Robert: A little squirrelly about Friday 13th, I go, “Hey it’s a Friday. Lighten up Friends”
Clay: For me, it just makes things more bro romantic.
Dr. Robert: It’s Friday. The weekend’s coming. It’s lunchtime. You only got half the day left.
Clay: Half the day left.
Dr. Robert: You got your Oklahoma Joe’s, baked beans, listening to the show.
Philip: I’m going to feather my hair.
Dr. Robert: You might be sitting in a truck stop parking lot and you’re just going, “Hey, it’s a good day.”
Clay: You got to be careful, by the way, if you start talking to people like that at a truck stop. I’m just saying be careful.
Philip: You can’t fight it, Clay. You can’t fight it. Don’t fight nature.
Clay: Here’s the deal Thrivers. We’re talking about how to make a great customer service experience. We talked about the net promoter score. What does that mean.? It’s the likely hood that someone is going to refer you to a family or friend. We talked about some of the top companies on the planet that have the highest net promoter scores, but we want to focus on Southwest for a second and what makes their net promoter score so high?
Dr. Robert: You know what is great about the show, though, is that we’re sitting here talking about customer service. We’re talking about that net promoter score and it’s now– it’s so crazy, every time I go into a store-
Clay: Every time you go into a store.
Dr. Robert: -and I do a transaction.
Clay: You do a transaction.
Dr. Robert: I get on my email, which I’m going to be on their list now. Across the board I get that email from them, it said, “How likely are you to send your friends into us?” Because everybody’s wanting to know what their net promoter score is. We’ve unpacked a few that have the highest out there and now we’re going to say “Why?”
Clay: Why? Here’s the deal, Southwest Airlines. I’m going through the checklist. Southwest Airlines, let’s go through this checklist. One. Their advertising is consistently funny.
Dr. Robert: Funny.
Clay: It’s funny.
Dr. Robert: Yes and when you get on the plane, Philip was just talking on the break, my little baby brother here, they were talking on the plane. Every time they do the announcements I laugh.
Clay: Checklist item number two. It’s the experience. You’re saying it’s funny Philip.
Philip: It’s so funny. We were joking about the smoking on the airplane, right? Literally, I was on a flight the other day and they said if you have not been on a flight since 1989 you may not be aware but there’s no smoking on the airplane. It’s funny. If we would have anticipated a change in the cabin pressure, we would not have shown up to work today. That’s funny. It’s good stuff. It’s great stuff.
Clay: I’ll tell you, Southwest what they do — my uncle used to work there for years– How they do it- the mechanism to make it happen– The flight attendant who gets the best applause, the best feedback for the quarter actually gets a bonus. This is a true story. I’m going play you one. This was the award-winning Southwest Airlines stewardess call of the year back in the day. I’m going get it queued up here. Z you ready for this?
Dr. Robert: I can hardly wait.
Clay: Okay here we go, here we go. I’m getting it ready.
Southwest Airlines video audio: Southwest airlines flight three, seven, two, service to Oklahoma City.
Clay: Here we go.
Southwest Airlines video audio: Those of you who have flown us before know that we do things a little bit differently here on Southwest. Some of us tell jokes, some of us sing, some of just stand there and look beautiful.
Clay: Here we go, this video’s priceless by the way too, Z.
Southwest Airlines video audio: I, unfortunately, can’t do none of those. Here’s one thing I do know how to do. We’re going to shake things up a little bit. I need a little audience participation.
Clay: Here we go.
Southwest Airlines video audio: Otherwise this is not going to go over well.
Clay: Here’s a Caucasian man who’s not feeling it right now. Here we go.
Southwest Airlines video audio: So here’s what I need. You guys in the front because you what’s coming. All right I need a beat. All right. All I need you to do is stomp and clamp and I’m going to do the rest.
Clay: He’s going to bring it, Philip, are you ready for this?
Philip: I’m ready.
Clay: Here we go.
Southwest Airlines video audio: I just can not do the regular boring announcement again and otherwise I’m going to put myself to sleep.
Clay: Here he goes.
Southwest Airlines video audio: You guys with me?
Clay: I’m with you. Bring it.
Southwest Airlines video audio: All right. It’s going to be stomp, clap, stomp, clap, come on stomp, clap, stomp, clap, stay on beat there. There you go keep that going [sings] this is flight three seven two on SWA the flight attendants on board serving you today. Teresa in the middle, David in the back. My name is David and I’m here to tell you that, shortly after takeoff first things first, there’s soft drinks and coffee to quench your thirst, but, if you want another kind of drink then just holler. Alcohol and beverages are paid for a dollar, so, if a monster energy drink is your plan that’d be $3, and, you get the whole can. We won’t take your cash you, but, you got to pay the plastic.
Clay: Here we go.
Southwest Airlines video audio: If you have people on it now that’s fantastic. We know you’re ready to get to new places. Open up the belts put away your suit cases. Carry your items go under the seat.
Clay: He’s taking it home now here we go now the final stretch.
Southwest Airlines video audio: If you have a seat on a roll with the exit. I’m going to talk to you, so you might as well expect it. You got to help evacuate in case we need you. If you don’t want to be one of them, we’re going to reseat you. Before we leave, our advice is put away electronic devices. Fasten your seat belt, then put your trays up. Press the button that makes the seatback raise up. Sit back, relax, have a good time. It’s almost time to go, so, I’m done with the rap.Thank you for the fact that it wasn’t ignored, This is Southwest Airlines. Welcome aboard.
Clay: Z, that was hard. The thing is, that’s what his job is, they encourage them to do that, they care so much about customer service. Listen, people, if you read a book called Nuts, it’s a case study about– that Herb Kelleher wrote the book, it’s awesome– It’s a case study on how his business– the CEO, the founder of Southwest– works and he says, “Humor is an intentional aspect of the company.”
Announcer: Broadcasting from the center of the universe. You’re listening to the Thrive Time Show.
Clay: He says, “It’s an intentional aspect”. He says they incentivize it because people are nervous on flights. They’re annoyed, they’re stressed, they’re board, a lot of people are running to get on the plane, they’re worried about missing a flight, they have a lot of anxiety, and the way to take the tension out of the air is to make humor an intentional part of the process.
Z, I notice that this is what you as a leader. You do that.
Dr. Robert: Absolutely. I’m purposeful in that, when I did my advertisements. I always wanted to put some– value is number one, but humor was right there behind it because, I think us, humans, they say this, and I think it’s absolutely true and that is, “Laughter is the best medicine”. When you’re laughing, you’re releasing chemicals in your brain and it’s actually very soothing and comforting and it does take the stress level down.
We’ve all been in those airlines that take themselves so seriously. It’s like, “Are you all like Junior cops? I mean, really?”.
Clay: I’ll give you some examples here Thrivers. You think about the site, the next part of the checklist is the site. If you go into a neat restaurant, I’m going to pick on the one that I love In The Raw.
Dr. Robert: ITR baby.
Clay: On the Hill?
Dr. Robert: On the Hill.
Clay: ITR on the hill is my favorite one. I don’t know how to describe the mojo, but you walk in there, it could be lunch, it could be dinner and you just, “Pfft pfft pfft pfft”.
Philip: It’s great.
Clay: It’s a good mojo.
Dr. Robert: A Great place.
Clay: It feels like you’re in New York. Philip, how could you describe it for one who’s never been there before?
Philip: Well, I love In The Raw south.
Clay: Oh, you do?
Philip: I do. I love it. However, I live downtown, so, I’m a little snobby when it comes to stuff, south of close to 4th street, but I love it, its great food and a great view and it’s almost as good as the view as I have from my backyard living downtown.
Clay: Oh, well. Here’s the thing, Thrivers, if you are listening, though, get the site game correct. You go into the Elephant In The Room, we have three locations to serve you. We spend a ton of time worried about the décor, thinking about the historic barn wood, the reclaimed brick, the Edison bulbs, the whole swag, the whole atmosphere. Because, I’m just telling you, it’s not just about the product.
What was coffee worth before Howard Schultz declared, he issues by decree by fiat he says, “Here’s the deal, we’re going to make it about the experience, not just the coffee.” He actually calls it the third place, but the decor in a Starbucks, how much time did they think about that? It’s not just random. It’s intentional.
Dr. Robert: I thought it was just random. It is?
Clay: You pay like $4 for a coffee and you’re happy about that.
Dr. Robert: Bro, I’m going to make a coffee shop, it’s going to blow your mind bro.
Clay: They’re intentional about that. Z, do you remember back in days when you were starting the optometry clinic?
Clay: You went into a place to get coffee and donuts.
Philip: It’s 711, sip and go.
Clay: Sip and go at 711.
Philip: No lid. Never a lid on the coffee.
Clay: You’re paying like 76 cents and there’s floaties in it?
Clay: You remember that? The floaties?
Dr. Robert: Oh, yes.
Philip: Of course.
Clay: This guy was known for the floaties. Actually, he would charge extra for the floaties.
Philip: The coffee cups were like four and a half ounces, not 27 ounces like they are today.
Clay: I’m just telling, he changed the game, the next part of the checklist. Okay. This is big. The sound, the music we touched on it a little bit In The Raw. Why is the music so important Philip, for you as a consumer going to a restaurant? What does the music have to be right and why is the absence of music so crazy?
Philip: I think that anywhere you are, wherever you are and whatever you’re doing, the soundtrack is playing behind you. We are all living in this big ball we call earth and whatever we’re listening to is our soundtrack, so, if we’re listening to music we like or we can relate to or that’s important to us, or that we find in rhythmic or that speaks to our soul, we love that.
Clay: Here’s an example, let’s just say that I’m here at the doctor’s office because you’re running this Zoellner Medical Group. Okay?
Clay: You come in, let’s just say, you come in to see a patient who’s having a hard time sleeping and let’s just say this was the song we queued up. Okay, this is what I splaying overhead.
Philip: All right. Your doctor is going to be here to see you. How are you doing?
Dr. Robert: How are you doing?
Clay: Doesn’t that create a different atmosphere? Now, think about this, if you switched it up-
Clay: –and said, “So, your doctor’s here to see you. You want to sleep better tonight?” That changes the whole– the music can almost create a trivial-
Dr. Robert: Like a story.
Clay: -like a story, yes. It could all be very intentional, so if you don’t know what to do, find somebody in your category that you like and copy that.
Philip: Well, find your soundtrack. Like you said, every commercial has music. Whether you’re specifically and intentionally listening to it, or if it’s just something in the background subconscious. Everything that you do in life has a soundtrack, what’s your soundtrack?
Clay: My only big gripe with Oklahoma that I’m trying to work with, I’m trying to bring it back–
Philip: It’s supposed to be a banjo?
Clay: Well, no. When you travel to New York or Florida or Miami, you realize that there’s soundtrack. People are intentional. Every restaurant is competing for your business and they all have a certain ambiance. In Oklahoma, there are still restaurants you can go to there’s no overhead music. No thought into the decor it’s just awkward, it’s like being in an elevator with someone. When someone walks into the elevator? Ding, and the conversation just dies or you get in a corner. “Do anyone want me to hit the button for you? Do you need the button?” Well, Thrivers, when we come back, we are going to get back into customer service.
Clay: It’s the Thrive Time Show business school without the BS and yes, my name is Clay Clark, I’m the former SBA entrepreneur of the year in your ear. Join me inside the box that rocks, with not one but two members of the Zoellner clan. We have Dr. Robert Zoellner and we have Mr. Philip Zoellner with one L. Do not get that wrong. Don’t even begin to mentally spell it incorrectly, there’s one L.
Philip, we’re talking about customer service. You had some things that you wanted to share because you run the Zoellner Medical Group, and you’re heavily involved in the business. There’s a lot of stuff going on over there and you’ve got some customer service observations that you want to share.
Philip: Well. With our businesses, and I speak for you, Clay, and for you, Z. Our businesses are independent. In other words, no one is forced to send to us, they choose to come to us. I know people outside the medical field may go,”Well, that’s every business”. Well, it’s actually not. It’s pretty linear when we talk about medical field.
Clay: Oh boy here we go.
Philip: If you’re a St Francis employee, you go to St Francis and you stay in community care you go to– you’re right, so, there’s a chain. With us, it’s, you choose. If you want to go have your eyes checked, you go to Dr. Zoellner optometry shop because you choose to go there.
Clay: Now, Z and I, have been working closely, since the election, when Trump is now the president-elect. We know that he knows people, and we’re trying to work as directly with the Russian government to one, make sure you people don’t have choices anymore. Because communism has been proven to work so well Philips, but in the meantime, people have choice for a while, until you have our way.
Philip: Well, in our businesses, but particularly-
Philip: –they have [chuckles] a choice. In which, they can go. What I tell my staff is that every single- well, we call them ‘patients, people call them customers, it’s the same idea, right?- You want to please them, so, every patient that comes through our doors is an ambassador to where they have been sent from which is their doctor’s office. It’s their ophthalmologist or their radiologist or their orthopedic surgeon or whatever that sent them to Zoellner Medical Group, they’re an ambassador of that office. We want to make sure they have a good experience.
Clay: Now I am going tell you about a bad customer service experience. I think everyone in Tulsa can relate to it. I don’t want to be disparaging about a particular person or a particular family name. I’m just going to speak in vagaries and you can perhaps just sort of guess who I’m talking about here.
I was a kid I moved to Minnesota when I was 12. I grew up in Oklahoma, grew up in Tulsa. At 12, due to some financial reasons we moved to Minnesota. All the guys I knew in middle school they all said, “You’re from Oklahoma. You’re the Oklahoma guy.” Everyone kind of knew me as the Minnesota guy living in Minnesota who’s from Oklahoma. They knew I was from Tulsa.
Well there was a particular place in Tulsa they had a roller coaster and people would die literally, they would die. It would be on the national news and they would say, “Somebody fell off the tiger and died”. My buddy’s like, “That’s where you’re from dude.” They would be dragging on me like it — somehow I’m going, “That’s a sad story.” It would happen again and think it was twice when I was in middle school. I went to this place. You can bring a Pepsi can and you get in for totally free, you go in for free.
The gum per capita on the sidewalks was amazing. You know what I mean you. When I went to Disney World I got the chance to tour Disney World, Z, with one of our thrive15.com mentors Lee Cockerel. I remember thinking I’d read Disney World had a million guests a week. Okay that was my paradigm. I know that Disney sees a million guess a week. 52 million a year and I knew the little place in Tulsa had like, I don’t know, seven people a week visit. I mean how many people went to Sand amusement park back in the day?
Dr. Robert: I think I know what you’re talking about now because we only had one but there weren’t that many unless it was like Pharisees and then you know —
Clay: You feel me. You did not feel safe a lot of time. There’s gum on the sidewalks and it was a thing. It was kind of weird.
Dr. Robert: Yes, so the environment wasn’t safe and clean.
Clay: The music wasn’t great. Safety.
Dr. Robert: Yes and safety and it’s probably one of the reasons why it is no longer a thing.
Clay: Safety– hey guys, this is what I imagined that pep talks being. Alright thriver today we’re going to go in strong about 17 guests showing up who are bringing in free Pepsi cans so we can get them free admission. What I want to do is remember two things; Safety second. That’s tip number one, safety second. Two, I don’t remember where the rest of the checklist is but let’s go get them.
Dr. Robert: Let’s go check them. My favorite and I’m being a little facetious when I say that. My favorite customer service move is when you walk into a facility and someone there is to greet you and their heads down and they’re doing something very, very serious. I’m sure, I’m sure of it. We’ve never experience. You stand there and you are like, “ Te, te, te, te, te, te, te” you kind even do the cough, the cough move like you kind of have something in your throat.
Clay: You kind of say “Snah” as a way to elongate the sound, Snah.
Dr. Robert: Then still nothing and you’re standing there going, “Are you kidding me?”
Clay: You say things like, “Waiting here a long time.”
Dr. Robert: Over here. Over here. I’m “Open the door”.
Clay: But then you go to a place like Disney world where you see a million people a week and it’s clean. Have you have been to Disney World? Philip have you been to Disney World?
Philip: No, and I thank God almighty that I have never been there.
Clay: Z have you been to Disney World?
Dr. Robert: Of course I have because I care about my children. I love my children.
Clay: I am not kidding. I am not kidding. I can’t offer you a challenge because it’s a very expensive place to go. It is literally the most fastidiously cleaned and safe place I’ve ever been to. It’s like I mean seriously and I asked Lee I said “Lee how is this happening?” He goes, “What we do is we take a path” and he explained this to me but I believe when you get a chance to hear the story behind the story.
He says, “There’s a path and Clay if you worked here your job here would be to take” — I’m just making up an example but “path A, part two your entire job is to clean path A, part two. It’s about a 50 foot patch all day every day. It never gets dirty because you always clean it and if someone asked for directions your job is to stop what you’re doing and greet them in character and to smile because Disney World is the happiest place on earth or else.”
And I was like, “Or else.” He’s like, “We have the signs painted behind the facade in the back where the team is it say the happiest place on earth or else.”
Dr. Robert: Or else I did not know that. That’s kind of cool.
Clay: There’s checklist everywhere though and he says, “Check it out we are going to walk by this particular thing and they’re going to waft the smell of this particular food and you’re going to want it. Check it out.” And you walk around the path and there it is.
Dr. Robert: And there it is.
Clay: He’s like, “At this time it will be 52 minutes after this water fountain will happen and you’re going to this music” and it’s all choreographed. It’s an experience. And Lee in one of his books, his customer service books, he talks about this concept as being your own Shakespeare.
He says, “You need to write a customer service play. You need to think about when the customer walks up to the front door how will they be greeted? When they walk in how will it smell? When you look at the décor, how will it appear? When you interact with the staff, what will they say on the voicemail, what will be spoken? On the on hold music, what will be done? On the emails” — you think about every aspect. When you do Z, once you nail it, people begin to tell their friends.
Clay: Here’s the deal Z. I want to give you one notable quotable that I want you and Philip break it down for me.
Dr. Robert: Break it down.
Clay: Here’s a notable quotable for you. This one comes at you via a guy by the name of Walt Disney. Have you heard of him before?
Philip: I have.
Dr. Robert: Yes. We just talked about his place.
Clay: I’m sorry. I have never heard of that name before. He says, “Do what you do so well that they will want to see it again and bring their friends.” Philip break that down for us.
Philip: First of all, I had a girlfriend like that in college.
Philip: No, nothing. Moving right along. But that’s exactly true. The thing about it is most of our experiences are word of mouth. That is our greatest. Our greatest ad is the experience of our friends and family.
Clay: If people are wowed they’re going to refer people pretty close to now. I mean, if they’re wowed, they walk out going, “Wow.”
Philip: Absolutely, because the thing about it is that wow is not the norm. I mean the norm is boring and it just absolutely satisfying the bare minimum to make this person get in and out of your experience or in and out of your space. People that actually care and if you have an environment in which you can grow and tailor incredible people that are passionate — this is the most important word in business to me absolutely, is passionate about what you do.
Clay: Be passionate.
Philip: If they’re passionate, that is contagious.
Clay: Z, break that down because Philip is breaking it down. You’re breaking that’s an old school 80s. You got some [unintelligible oo:56:59] out there. One of us can break dance fairly well. I’m holding the boom box by my ear.
Dr. Robert: I’m going to lay down the cardboard. I’m going to breakdown on the cardboard. Going old school on you baby on my canvases.
Clay: Breaking it down.
Dr. Robert: Breaking it down. Here’s the deal. A lot of times you get your business going, things are rocking along and you say to yourself, “I made it. We’re doing the thing about the thing.” You know what, sometimes you slip a little bit and you don’t even know it.
Dr. Robert: One thing I’m going to encourage everybody out there to do because you go to yourself, “Hey, numbers are up. Numbers are up, customer service must be awesome.”
Clay: Customer service is awesome sauce.
Dr. Robert: You know because I’m making more money than I did last year. Everything must good. I’m going to give you a little clue. One of the moves we teach you at thrive15.com, one of the moves that we’ve talked about on Thrive Time Show, which in fact you’re listening to right now, thank you very much, is it really helps us in some secret shoppers.
Clay: Secret shoppers.
Dr. Robert: Secret shoppers to go shop your shops.
Clay: If you wanted to mispronounce it while spelling it correctly you call them s hoppers.
Dr. Robert: Yes, yes. You could do it s hoppers.
Clay: You could do that —
Dr. Robert: Sometimes what happens is that you don’t see the little edges failing. You don’t see the little things starting to go apart because when you walk in, all your employees “Turn halt, here’s the boss”.
Clay: I have an example. One of the businesses that I own, we play holiday music during the holidays. Kind of a weird idea.
Dr. Robert: That’s kind of weird.
Clay: We had a group of people who were complaining openly about the customer, about the music overhead while our mystery shopper went in. The mystery shopper takes the phone out– I cannot make these stories up, this is powerful– takes the phone out and just begins to listen to what they’re saying and typing it to me. Then he just sends me a recap of the conversation. Now, we have mystery shoppers all the time. He immediately sends the feedback to one of our managers.
Our manager goes, “Hey guys. What you guys just said not cool, it’ going to” — We caught it and I’m telling you if we didn’t have mystery shoppers come in on a daily basis for that particular business, I know that that would have spread because I’m telling you what, when people are really busy, there’s certain parts of the day where the business is very busy. When people are very busy, they tend to not gossip and complain. But when things slow down they start to get that idle chatter mode. That’s not’s so good.
Dr. Robert: Exactly but what happens is what– I promise you this. When I walk through my businesses, my employees react, I know this is going to sound really weird but they react differently because they know who I am. They know I’m the boss. They’re like, “Oh gosh.” Almost randomly throwing something on the shelf.
Clay: They’re on the phone going, “Yes, yes. Trevor, Trevor. Definitely, we go ahead Z, you want 17 glasses? Great, I’m so glad we did that. We sold 17 glasses. Oh, hey Z.”
Dr. Robert: High five, oh Hi Z, didn’t see you there.
Clay Clark: Hi, Philip I didn’t see you there.
Dr. Robert: What’s going on? That’s what I’m saying, a lot of times you think to yourself you go through your own experience and you go, “Well my people are great. They’re wafting all the smells. They’re cleaning the paths. They are the fountains going off. It’s all good. Everything is great”. What you see in a mystery shopper and maybe say “Have a little attitude today” and see how my folks react to it. Now you don’t want to go in there and cause a storm.
Clay: I want you to go in there totally naked and swear that you were abducted by an alien and see if they give you a refund.
Dr. Robert: With goo all over your body. No, no, no, no that’s not what we want. A lot of times when you walk through it yourself and say, “Things are great.”
Clay: Things are great.
Dr. Robert: But you send a mystery shopper and you say listen, “I am going to pay you for it.”
Clay: I’m going to pay you for it.
Dr. Robert: Right, right. My older brother, Eric if you’re listening.
Clay: Eric, Eric.
Dr. Robert: He was one of those mystery shoppers for restaurants because they give him a free meal. That’s so my brother.
Philip: The other Dr. Zoellner. One of the three.
Dr. Robert: Yes, one of the others. But my point is that really, if you really want to be on top of your customer service game. You really want to send other people in that your people don’t know.
Clay: Well when we get back, we are going to break it down a little bit more. Breaking it down like fractions. Breaking it down old school, linoleum cardboard break dancing [music] beat boxing, the whole deal. And Philip is going to give us one of his super moves.
Philip Zeollner, the guys running Zoellner Medical Group. He’s going to give us one of his super moves when we come back. Then we’re going to go through customer service checklist. Everybody needs to implement to take their game to the next level. Stay tuned.
Clay: Thrive nation welcome back. You are inside the box that rocks. We are broadcasting right here from the thrive15.com world headquarters. I’m going to tell you what, today’s show we have the cohost with the mo host, the man with the plan. The guy who used to be the optometrist and now he’s just turned into Tulsa’s tycoon. He’s putting Z’s all over the city [laughter] likes he’s Zoro. I’m telling you what, it is Dr. Dr. Zoellner Zoellner. Sir, how are you doing?
Dr. Robert: I need to start wearing a swash buckling outfit on the show I think. I’m going to carry a sword because as a kid, I just thought one of the coolest shows ever was Zoro. I just was mesmerized because a guy that was pretending not to be the guy and doing all the good stuff and saving all the stuff. It was kind of cool. He would always leave his signature z on all the walls. I guess, I probably am just trying to be Zoro.
Clay: We’re trying to make you the best customer service person that you can be. We’re trying to help you take your customer service game to the next level because Tony Hsieh — today is all about great customer service. Tony Hsieh built the company called Zappos. Now, a lot of people say is he the founder? No, he’s a CEO. The company was struggling. He’d exited from another company and was a millionaire at this point looking for his next big thing. He takes over the company.
Things went so bad with this company — true story. The employees ended up living with him in his house in Vegas, like in high rise. Things went so bad that he ended living for somewhere while they lived there. Then things went so good and he wanted to remember how bad they were that today he chooses to live– was it one those jet streams those small trailer homes?
Dr. Robert: [laughs] Oh God. You got to be kidding me. Really?
Clay: No, I’m serious. He does. Google it.
Dr. Robert: Seriously, that’s a thing?
Clay: Yes, it’s Tony Hsieh with Zappos. But his whole thing he said, listen, “We don’t have enough money anymore to market, we don’t have the money.” He said, “If somebody calls you, calls to order some shoes, talk to them for as long as possible.” Yes, look up that jet stream Tony Hsieh it’s crazy.
Dr. Robert: I’m really going to.
Clay: Here’s the thing. He says, “We have to wow people.” He says, “Philip we’ve got to wow them. We can just sell them shoes because we’re an online shoe retailer and we simply cannot afford to buy anymore paper click, we can’t be, we’ve got to wow them.” I’ll walk you through how he did it.
But Philip I want to get into your super move for the listeners right now. What is a super move for great customer service that you have learned through your years as an entrepreneur and heading up Zoellner Medical Group?
Philip: I have to be very honest with you. I love being on the same side as the customer/patient.
Clay: Okay, come on.
Philip: Because I think that there’s so many times in business in which there’s a line that’s drawn. On one side of the line is the customer or the patient or whatever. On the other side is the business. I’m constantly trying to align myself on the side of whatever they’re experiencing. If they’ve experienced a bad customer service or misinformation or poor care or whatever, I want to be on their side and I want to be their spokesperson. I want to be their friend in this experience.
Clay: How do you go about doing that? Do you mystery shop yourself a lot or what do you do?
Philip: I want to relate. It’s a biblical principle. It’s treat people how you wanted to be treated. And I want to be able to have a conversation with my patients and my customers. Most of the time I’m in medical field, so it’s patients. But it’s customers, it’s the same idea. I want to see the world through their eyes and I want to be on their side.
Clay: Here’s what Tony Hsieh use to do. I encourage you if you’re listening right now, his name is often mispronounced or misspelled. If you get a chance to look him up it’s Tony H-S-I-E-H, Z.
Dr. Robert: Tony Hsieh, I just looked him up. I just did the hard work for you out there. You can finish your lunch, relax, drive your car it’s going to be okay. I just looked this up. This Zappos is a multi-billion dollar shoe company, as you know, online shoe company.
Clay: Sold it online for a billion dollars to Amazon but retained control.
Dr. Robert: Tony is worth $780 million.
Clay: He’s doing fine.
Dr. Robert: He lives in a freaking trailer park with two llamas. Are you kidding me?
Clay: I’m going to tell you some of the stuff he does.
Dr. Robert: I want to hang out with this guy.
Clay: I want to tell you some of the stuff he does.
Philip: For the record, for the listeners, llamas are great roommates. I don’t know if people know that or not.
Dr. Robert: I did not know that.
Clay: This just in.
Dr. Robert: Tony if you are listening, I want to catch a cold brew with you bro and hang out.
Dr. Robert: Because you seem like a cool dude.
Clay: I have a picture I want to pull up here Z. If you Google Tony Hsieh and just Google Tony Hsieh, you’re going to see him at his desk. What he did is he said, “As a CEO of the company I want to make sure” — you’ll see him at a desk and there’s some random greenery hanging from the ceiling. He says I want to do what Philip is saying.
He says, “I want to understand and empathize with my customer in a crazy way.” When the calls come in I am going to listen to them all live and occasionally I’ll barge in and have things to say.” He’s literally in the office of like 50 reps. They’re on the phone and the guy– someone will be asking I’m trying to get a size nine or an eight for this do you carry that? What about this?
Dr. Robert: Yes, yes.
Clay: and the rep goes, “Why do you want it? and they go, “Well because I’m going to a wedding.” “Oh for a wedding, where’s the wedding?” And Tony’s looking at the guy going come on keep talking. Build a relationship. Let’s go. True story. There’s a bride she goes, “And the problem is my shoes didn’t get here on time. I know if I order them right now it’s not even possible to get them.” True story. You’ve to google this, it’s crazy.
He barges in. Hops on he does a little time out, he puts the person on hold and says, “Get the shoes there.” He goes, “How?” “I am paying you to drive 24 hours you and the team drive so other person can sleep, get there be at the wedding, it will change your life. It will be legendary.” And this is what they did. Over and over and over. It wasn’t about the shoes.
Dr. Robert: That’s so cool.
Clay: Yes, he’s a customer service. He’s intense but he has this notable quote. I’m going to read it to you, he says “Branding through customer service over the years, the number one driver of our growth of Zappos has been repeat customers and word of mouth.”
He says, “Our philosophy has been to take the most of the money that we would have spent on paid advertising and invest it into customer service and the customer service experience instead. Letting our customers do the marketing for us through word of mouth.” One more thing he does, after you buy your shoes they send you an email and they invite you consistently to come out for a tour. And you’re like, “A tour?”
He started doing tours. Now the tours started taking off. You probably know this story. The tours started taking off so well, he decided, “You know what, we need to have an experience.” He bought a restaurant in downtown Vegas. You know, downtown Vegas.
Dr. Robert: Yes, yes, yes.
Clay: And then he’s like, “You can’t just go to a restaurant. You have to have a bar.” Now he owns — he personally invested something like $400 million into the defunct downtown Vegas. Not the strip.
Philip: Yes, yes.
Clay: But now he has his own like village down there where customers come. I think, I don’t want to make up the number of employees but there’s thousands and thousands of people but I say all this and I give you this story. and all this hyperbole, in all this excitement to say. Philip was 100% right when he said you want to get inside the mindset of the customer. I’m saying beyond a practical action item; get down there from the spire. If you come to Thrive15 world headquarters, you’re going to see me. I’m in the trenches with the team. You’ll see Zee coming here. You’ll see us in the box that rocks. This is what we do. I’ll sit there and listen to the calls.
I meet the people, we shake their hands, we’d meet you at the workshops Because Tony Hsieh’s in the trenches, listening to the calls. You’re like, “Dude, you’re worth $700 million and you’re listening to calls?” He was, “Actually, I make customer service calls too.”
Imagine what it would be like if a shoe, you’re having a problem, you want a refund and you get a call from the CEO going, “Hey, Dr. Zoellner. I just noticed you had a problem with the shoe. My name’s Tony, I’m the founder of Zappos.” This is recent stuff. And you’re like, “What?” He’s like, “I just want to check in on you.”
Dr. Robert: You’re the dude with the two llamas?
Clay: You’re the dude with the two llamas. [laughs] He’s whole notable quote as to why he lives in this is a whole separate story that we could get into. The thing is thrivers, the main take away here, when we come back we’re going to get into the checklist. You’ve got to do what Philip said, you’ve got to view the customer service experience. I’m serious about this– view the customer service experience from the perspective of the customer. Eat your own food, Z. Eat your own food.
Dr. Robert: You’ve got to do it. But then I think it’s also important too that you send in people that aren’t you, because your employees, your staff, your organization will act differently when you’re in the room. You got to be a little sneaky about it sometimes.
Clay: Sneaky Mix Nickerson.
Dr. Robert: Sneaky Mix Nickerson, coming up.
Clay: Thrivetimeshow.com. Check it out. Thrivetimeshow.com.
Clay: All right, thrive nation. Welcome back into the conversation. We’re teaching you how to create the world’s best customer service experience. That is the goal, that is the vision, that is the plan, because we realize that once you generate that super important word of mouth, all of your advertising is worth it because you cannot advertise enough. You cannot buy enough advertising to compensate for zero word of mouth. You’ve got to begin to develop that word of mouth.
Dr. Robert: You have to, because what happens is you want to get people in, and then you want to have all of them be apostles. That’s the term we use, apostles of your business throughout their preaching the good word. That’s why they’re termed apostles. Every now and then you get a terrorist in there that’s going to just, “Devil you,” and not be nice.
No matter what you do you can’t make him happy. In every business it’s going to have a few of those. Don’t let those get you down. Focus on your apostles, and try to create as many as those as possible. In other words, great customer service experiences so they leave going, “Oh my gosh. This was awesome.”
Clay: Thrivers there’s a six-point checklist I want everyone to write down right now. I’m going to go through these. Very important that you implement these six processes within the next seven days. Why? Because it doesn’t matter what book you read, what motivational seminar you go to. You’ll find that when you learn something and you do not act upon it, over time it becomes less and less important.
That’s a general rule. An example would be Thomas Edison. He says, “Vision without execution is hallucination.”
Dr. Robert: Yes. Very powerful.
Clay: Some people hear that the first time and they go, “That’s it, I’m tired of hallucinating. I’m going to do it.” And then you realize, “What is it I got to do?” Here we go. I’m going to read this off to you. One; is you must dominate. You must be intentional about the sights in your business, the visuals. You must be intentional about the visuals. Move number one. Two; The sounds. You must be intentional about the sounds. Three; The smells. How’s it smelling? How’s that doing?
Dr. Robert: Can we talk about sound just for a second?
Clay: Yes, sure.
Dr. Robert: I one time walked into a liquor store. The dude behind the counter was scary. He’s a scary dude. I’m just going to tell you right now, he’s a scary dude.
Clay: Was he playing More Than a Woman by the Bee Gees?
Dr. Robert: You know what dude I’m talking about. That’s you. You’re the scary dude. He had tats everywhere, piercings everywhere. He was scary. The music he was playing right then was equally scary. I was like, “I just want to get out of the store. I’m fearing for my life.”
Clay: When you checked out, I remember you walked up to the guy and you said, “Hey, this is what I like to get.” And he’s like, “My name is Thor.” And you’re like, “Thor?” I’m just kidding. His cape was weird.
Dr. Robert: The music was so annoying. It was loud, it was harsh and it was mean. It was like I wanted to just run away from there.
Clay: For instance, if you come in to the thrive15.com world headquarters and you come in to my office, this is what you’re going to hear. You’re going to be hearing More Than a Woman, Zee. More than a woman, I’m always playing that.
Dr. Robert: I’d go to that liquor store.
Clay: Got on those quad skates. I’ll get my wife to put on her quad skates, we’re short-spinning around. Next thing you know it’s a– Philip have you seen this? [crosstalk]
Philip: No. But completely, you have my attention.
Clay: Here we go.
Dr. Robert: I feel like celebrating. Where’s the champagne? This music, this makes me– Do you have to leave? Why do we shut down? [crosstalk] Can I work here? I want to work here. I can clean the aisles. I want to rearrange some of these bottles because your French suede maybe. That’s good.
Philip: It’s like shag carpet. I want to sit on it and play a board game.
Dr. Robert: Roll the dice. One thing you won’t understand, Clay. One thing that we’re not going into the science of it that much, and I don’t want to freak anybody out. But sound waves and sound is very, very important in setting a mood mentally for a person. There’ve been some bad dudes in the world history which I won’t go into all that. But they were purposeful.
They would have a congregation of people. They would blare certain kind of music over them, certain sound. It was harsh and mean, got people agitated, and got them mad. It helped promote what they were doing, okay? So sound is a very purposeful thing. You may say to yourself “It’s not that big a deal,” but the sound in your environment is so important. Listen, are you the business owner?
Dr. Robert: You be purposeful. Don’t, “Hey, Billy you just play whatever you want because you’re working there. You got the control of the mic.” That dude at that liquor store, I promise you that was his music. You just look at him and listen to that music and go.
Clay: I’m going to give an example. I do a lot of writing and reading in the morning’s research for the show, and the trainings and stuff. This is typical, I listen in the mornings. It’s weird. What it is, is there’s different waves as you mentioned, there are frequencies that cause you to be able to focus longer.
Philip: Just like whales. Like whales swimming.
Clay: It’s like a spa. I listen to that, and I’ll listen forever. The thing is, back in the day no one would ever get to work before six. Well, then Marshall gets the wise idea. Marshall says, “Hey, what do I have to do to get in to the inner circle? What do I need to do to get to where you are?” I said, “You got to beat me to work.” But I know no one’s going to beat me to work. No one’s going to get there early and did the preparation stuff.
Clay: So I’m at work now and all of a sudden, I’m realizing somebody else is been listening to me. It’s going to be weird exactly when you walk in your –[music] It’s like your boss is in an alien planet. “Boss, are you okay?” I’d always change the music when the staff got there. But there’s one music for mindful, purposeful thinking and thoughtful contemplation. That’s why spas play different music. The point’s that you’ve got to be intentional about that stuff.
Dr. Robert: Don’t let your employees take control of it, because what will happen is you’ll have some dude who likes a certain music, get control of the music, and then next thing you know the atmosphere you wanted as the owner of the business-
Clay: Is gone.
Dr. Robert: –the atmosphere that you said, “This is what we’re going to have and it matches the decor, matches your business, it matches your philosophy. There’s a restaurant in town that really did it well and that was Romano’s Macaroni Grill. I used to love their soundtrack. When I went to the bathroom they even had someone teaching Italian in the bathroom. [Italian language]
Clay: kind of thing right?
Dr. Robert: No and that the France Sinatra that have all this great music and I told them more times and others say “I love the soundtrack it’s just so it fits this restaurant, it fits your décor it’s just it’s good” and then going to bathroom and I come out and I’d be fluent in Italian.
Clay: Speaking of bathrooms smells be serious about smells, moving on checklist item smells, next one is interactions make sure that you script out how you want your teammates to answer the phone, deal with customers, role play out how to deal with complaints, I mean be intentional about those interactions.
The next move you must have a checklist for all of this man, all of this you can’t just make a bunch of declarative and pontificate in a meeting expect anyone to remember these things Philip how important are checklists in your business?
Philip: We have to recap it I mean there’s a reason why there’s commercials at air over and over again, there’s a reason my doctor Z has commercials at air over and over. We have to be reminded of these things in your employees, give them all the trust and confidence but they need also be reminded.
Clay: I’m just telling me what you as a known need to remind yourself that checklist you go, “Oh my gosh, that great idea I had last year” you’ll even forget it and you go “I’m so glad we have it on here.” Now the next ones is you have to do the mystery shopper. It’s all a joke it’s all a joke, everything’s a joke, everything is just a bunch of intentions if you don’t get outside feedback. You’ve got to have outside feedback.
Dr. Robert: Listen, your buddies, your mum, your neighbor, you got to compensate them. You get one person that’s close to you that will go and do it for you from–[ crosstalk]
Clay: I’ll do it for free Z as long as I can live on your couch for another week.
Dr. Robert: [laughs] as long as I could power your llamas, I’m not going to do it because the llamas are awesome.
Clay: I seriously if you allow let me park that llamas again. Do you even know how the llamas how it got weird yesterday, I don’t even know how the llamas. Do you have a dog? Wow no but seriously you got to have a sober paid person to go out there and do that mystery shopping.
When we come back we come back we’re going we’re going to recap and also teach you the final move to wow your customers with excellent customer service ThriveTimeshow.com.
Clay: All right Thrivers, check it out. This segment is all about excellent customer service. That is our focus today and so we’re going to do here Z is typically we bring our best to every single show. Okay we’ve been doing this for now 108 shows 109. This is 109th show. We do our best to bring that mojo that you need to know to learn how to start and grow a successful business.
But I’m going to tell you what the next 10 minutes will be the best 10 minutes we’ve ever had in the broadcast history of this fine show because we’re talking about a game-changing momentum creating event. Once you can while people Z, once you create that awesome customer service, the momentum is viral bro, viral meaning the two people are coming into your business as a result of one; one person comes in they tell two people you’re viral now.
Dr. Robert: Once you get that customer service number up and you get the idea that someone is highly likely to recommend your company, I mean that’s when you get explosive growth, that’s when you got to grab a hole to something because it’s taken off and that’s what about you know what? I mean 57% of you listening that’s according to Forbes and Forbes is a big deal in the business world. Just call it what it is.
Once you start to grow your business, one, you start your business and so this year 2017, I’m throwing down the challenge.
Clay: Okay here we go.
Dr. Robert: you’re watching on Facebook live and I’m doing the point which [crosstalk] that polite but you know if you’re not watching you can just pretend I’m pointing at you. I’m pointing at you, you’re driving your car, you’re sitting in your cubicle, you could be late at night listening to us on ThriveTime show. Here’s what I’m going to say to you have one week, one absence that’s seven days technically I mean that you break down a week at seven days.
We do an in-person workshop January the 20th and the 21st and you still have time to attend that workshop. You say ‘’why would I want to attend the workshop?’’ because you know why? we’re going to give you 15 hours of power excellence. We’re going to teach you all the moves we know and that’s a lot because Clay pretty smart. We’re going to teach you all the moves we know and you can leave here going, “I can start my business.”
Clay: Well I think the thing is, this is what I would do, I would just ask– you have a kind of decision point here. your kind of point, we have to make a decision you say “The reason why Doctor Zoellner has a successful optometry clinic that is doing far more gross revenue than that of a typical optometry clinic, is located right next to the mall, the business has been doing great for 25 years, they have two locations. It’s probably just because he’s lucky.”
Then you look at the auto auction and you say “Well it’s just some connections.
Dr. Robert: it’s just the largest in Oklahoma.
Clay: You look elephant in the room and the men’s grooming lounge and the fruit is produced and that’s the three locations that they’ve built that it’s growing, that’s probably nothing. Clay’s good friend who owns Oxi fresh that he works with, [unintelligible 01:25:51] almost 400 locations of Oxi fresh franchise. That’s probably just random, the blankets he invested and that’s probably random. All these things are just random things. I mean they probably have a vast knowledge of each one of these things or they’re lucky or they must know something that I don’t know could you ever–
Dr. Robert: Clay have you ever cut someone’s hair before?
Dr. Robert: Never?
Clay: No the thing was at one time in college a guy named Jake asked me to cut his hair didn’t go so well–
Philip: Yes, never again.
Clay: Never again.
Dr. Robert: Never again. The point is folks whether you want to sell pizzas, whether you sell widgets, whether you want to sell little bracelets like Jill does that arrested cuff. Whatever your move, is it’s the same moves.
Clay: over and over baby.
Dr. Robert: It sounds crazy but it’s true and until you know them, you don’t know what you don’t know.
Clay: That’s what you got to come into the dojo mojo, will show you how to do its two days January 20th and 21st. Someone needs to write that down, someone’s writing that down right now. Somebody get a pen. ‘’Where is my pen?’’ January 20th, January 21st ThriveTimeshow.com, get it on ThriveTimeshow.com, go there check it, out reserve your spot have a scholarship. You can’t afford it Z, now you can.
Dr. Robert: There’s no excuse not to come here. We have scholarship money available and there’s no upselling, there’s no fire cold walking, there’s no high-pressure or anything, you know what? It’s just business school without the BS.
Clay: It is like the hocus-pocus that you need to get the business in focus. Okay it’s the real stuff, it’s the details, it’s the stuff behind the stuff. Now Philip, I’m going to recap the final three moves we need to do to our customers. I’m going to have you break it down like some serious old-school 80s hip-hop. Here we go.
Philip: I can’t wait.
Clay: One; you have got winning equals loyal customers you got to understand that winning– and I say what is winning? Winning equals loyal customers. If you’re not winning, no loyal customers. Two; owning the results. You have to own those results. You can’t blame the economy, blame the niche, in your industry, you can’t blame the insurance companies. We’re going to get into that. The third is you have to have a willingness to change based upon feedback.
Feedback from who, not everybody. Check it out. Not everybody that’s good this is good, from your ideal and likely buyers know your niche, get that feedback. Philip here we go, winning equals loyal customers what are we talking about?
Philip: Every happy customer, patient whatever, whatever your businesses like doctors Z said, “You were selling widgets or bracelets or what not”. Every happy customer is an annuity, so they will continue to make you money. This isn’t just a one-time thing, they will not only tell their friends about it but they’ll come back to you.
Clay: What? They’ll come back to you if they’re happy?
Philip: Every happy customer, every happy patient is an annuity to your business
Clay: People are right now they’re emailing email@example.com. We even have people who are starting to calls Z to get anticipation for the conference Z. They’re calling you.
Dr. Robert: My buddy’s like to mess with me during the show, I can turn my phone off. No they’re messes with me.
Clay: All they’re trying to call you. The next move is you got to own those results.
Philip: Absolutely and I’ve had employees that have made– upper management that have worked for me that have made mistakes before. No one’s perfect we are all not perfect
Clay: I’ve never made a mistake at all actually.
Philip: Clay you haven’t and I’d say, maybe I’ll just make myself I have made mistakes.
Clay: We’ve all done it.
Philip: The thing about it is that I was talking to somebody actually just yesterday at lunch and they said “Well I pretend like it wasn’t me and I pass it up on someone else like it was their fault.” I looked at her and I go “No actually there’s something about owning– if you made a mistake say, ‘look I made a mistake and I’m going to help fix it’’ and that’s what people want to hear. Not only that you made a mistake which it is what is it, but if you could say “I will fix whatever was done wrong.”
Clay: Thrivers we’re are going to teach you a system when you get here. We don’t have time to get into it today but it’s called blast. When somebody’s upset this is what Clay teaches their team, Blast B-L-A-S-T Believe, Listen, Answer, Satisfy, Trust. One more time Believe, Listen, Answer, Satisfy, Trust. I wanted to get more into it.
Dr. Robert: Where’s the chicken sandwich in there? You got to name a chicken sandwich.
Clay: It should be sandwich in this acronym.
Dr. Robert: Sandwich BLAST.
Clay: If you come to the Thrive Time Show workshops and you don’t learn what you need to know, I’m going to buy you some baked beans from Oklahoma Joe’s. Robert or sorry, Robert, Mr. Z. ask me–
Dr. Robert: That’s my name. You can call me that.
Clay: I’m sorry. I got a little sec.
Dr. Robert: Got a little intimate there.
Clay: I got a little intimate. Let me ask you stuff. Why is it that in the world of business, you see this desire to be a nice boss and to not ever want to own anything, and to blame something or some third party? They want to be a god guy, the customer complains.
They try to be a good owner and they go, “Here’s the deal. The reason why the photography was late, the thing happened was because –” They go into this elaborate description and the customer becomes less and less impressed. What is that thing?
Dr. Robert: The thing is just called ignorance. What happens is in life is that that’s been a lot of defense mechanisms that we just grown up with, and we’ve learned that from other people around us. For some reason, the ability to sit there and believe what they’re saying and then say, “Oh no, you know what? He sound like a — He’s another crazy one. I don’t believe you,” and listen, they don’t listen. They don’t answer them. They don’t do the things that you just said the BLAST.
What happens is that if you don’t just own it and as the owner of the business, the buck stops with you. You’ve got to own it, believe what they say, and you may say to yourself, “I can’t believe Jimmy did that.” But if the customer is telling you that Jimmy did it, odds are Jimmy did it.
Because most people don’t say, wake up in the morning go, “You know what I’m going to do? I’m going to go down that store down there and I’m just make a bunch of stuff up, get someone in trouble because I don’t have anything else better to do with my time today. So I’m going to go down there and the first guy who goes by the name Bad John, I’m picking on him the rest of the day.”
Clay: Z, I’m going to tell you this for the sake of time. I want to make sure that we take this and make a short story long here. You have to have a willingness to change, to be successful in the world of business. You’ve got to get that data and make those changes. I want to read to you a notable quotable and I’d like Z for you to unpack this, and tell us a little bit more about this workshop.
This comes from Bryan Tracy a bestselling author. He says this, “No one lives long enough to learn everything they need to learn from scratch. To be successful, we absolutely positively have to find people who’ve already paid the price to learn the things that we need to learn to achieve our goals.”
Dr. Robert: That’s why when you approached me two years ago and you said, “Listen, let’s scale business coaching,” because people learn in business one of two ways.
Dr. Robert: We call it the M and M factor.
Clay: They can learn from mentors–
Dr. Robert: Or mistakes. I promise you this, they’re both very powerful. Now we’re all about you learning from mentorship because we feel like that is the best way to do it.
Clay: Pain-free learning.
Dr. Robert: That’s why we started thrive15.com it’s the Netflix of business coaching. $19 a month or we have some scholarships. It could be less than that for you. You can get on there and you can binge watch and you can learn coaching. You say, “I want more.”
We have in-person workshop. The next one is in a week. January 20th and the 21st go to the Thrive Time Show and learn all you need to know about it. We have a third move for those of you out there that go, “I want more.” We have one on one business coaching available.
Clay: I have a little caveat about that business 101 coaching. A boss makes big obstacle Z seem–
Dr. Robert: Small.
Clay: What they do, a boss comes in there, the coaches will come in there, show you the proven moves, but it’s up to you to do it. You got to execute it because knowledge without application is meaningless. What are going to do right now? You’re going to go to thrivetimeshow.com, check it out, get started, and Z as always, three, two, one, boom.
[01:33:56] [END OF AUDIO]