How to Deliver World-Class Customer Service
Hi! I’m Giulia.
If you plan on being business long-term, your best bet is to clearly communicate and authentically connect with your customers.
Simon Sinek once said, “Our ability to build trust and relationships is the key to our survival as a race, and to thriving as ideamakers.”
It is also what you so very need as an entrepreneur to build a world-class customer experience.
Today’s mastery session dives into a simple 3 step strategy to connecting with your customers at en emotional and powerful level while giving them exactly what they want plus more.
Delivering world-class customer service means:
- Understanding yourself – your why, your values and your purpose.
- Understanding your customers – their wants and needs as well as communicating who you are as a brand and company.
- Adapting a winning mindset – getting past the negativity you bring to your life and thinking like a winner to deliver the best customer service every time
Now, I want to hear from you.
What’s the single biggest insight you’re taking away from today’s mastery session? Have you defined your why, your values and purpose? How are you going to communicate clearly and authentically with your customers? What can you do today to provide the best customer experience you can?
Leave a comment below and let me know.
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The following is the full transcript of this episode of the Transcendence Mastery Sessions with Giulia Guerrero. Please note this episode, like all TMS episodes, is possible thanks to you and your fellow entrepreneurs, parents, and leaders. Subscribe to the free motivational podcast on iTunes or Stitcher.
At the most fundamental level, customers are happy when a business satisfies both their needs and their expectations. But how do you go beyond that to deliver a world-class customer experience?
That’s the topic of today’s mastery session, but first, I want to give a shout out to all of you have left inspiring and amazing iTunes reviews. Archtflirt, AlliMor, AttiMor, Gianco, and Rob@inspireme. Thank you all so very much.
I’m happy that the podcast is helping you transcend your limits and motivate you every week. If you feel this podcast has helped you in any way, please leave an iTunes review. It helps put us in front of others like you who are looking to go beyond what they think they’re capable of doing.
Now, on to today’s mastery session about customer service and experiences.
continue reading transcript
I have learned that the older I get, the move I value my relationships with people who inspire me. It’s very obvious that I’m an extroverted person, but at the same time, I’m an introverted thinker.
Having people who are a constant flow of inspiration and motivation in my life enables me to be more creative, innovative and brings alive thinking patterns for a purpose greater than myself.
That is how I’m able to make a positive impact in the world through everything I do. So that each and every one of you, through whatever medium I use –social media, website, this podcast—are able to take something away to help you also do the same, share your gifts with the world.
And one of those people is Simon Sinek. Simon is a leadership and management author, speaker and consultant.
If there is anything I’ve learned from Simon is that “attention is the rarest and purest form of generosity” as he so greatly put it.
He says that “we’re not good at everything, we’re not goof by ourselves” Our ability to build trust and relationships is the key to our survival as a race, and to thriving as ideamakers.”
It is also what you so very need as an entrepreneur to build a world-class customer experience.
Simon makes a great point in identifying that if you don’t understand people, you don’t understand business. It’s true.
But before you can begin to understand your customers, you need to understand yourself.
That’s the first step to creating an experience your customer will thank you for, clarity and authenticity in yourself as a business.
How do you do that? By defining your why, your core values and your purpose.
Why did you start your business or are planning on starting one? What makes you come alive? What are the values you cherish most as a human being that can be translated to business? What are your innate strengths? How will you measure your life?
These questions are all very simple but yet so concretely difficult to answer sometimes. The answers to these questions are essentially defining your passion and your motivation.
And the great thing about passion is that it’s infectious.
So take 30 minutes today, more if you need to, and go deep within you to identify the answers to those questions. They don’t have to be clever or dramatic. They simply need to be genuine in order for you to build a business that will attract the right clients.
Once you do that then you can move on to step two.
Understanding your customers as human beings as Simon explained in his wonderful presentation for 99% Conference by Behance.
Sinek argues that as individuals and companies, everything that we say and do is a symbol of who we are. And it’s only when we communicate our beliefs authentically that we can attract others to our cause, and form the bonds that will empower us to achieve truly great things.
Therefore, completing your first step is not only essential to building a business you love but also in helping you understand and attract believers to your cause.
So how do you do that? By communicating your why, your values and your purpose to your customers knowing that as human beings we all want to belong to a community of people who are like us, who share the same values and the same thoughts as we do.
And by making sure that your employees are also embodying your why, values and purpose so that they can also deliver on that promise to your customers.
For example, I’m not sure how many of you know of Robin Sharma, but he made a video almost 4 years ago where he is almost giving you a tour of what true world-class customer service looks like. He was ending his tour in a Nira resort called Shanti Maurice and this resort went beyond delivering an amazing customer experience.
What truly impressed me about the Shanti Maurice is how they communicate their business core values to their employees. In all the employee uniforms, they have specific words stitched into the inside of the clothes so that as you put them on you’re reminded of the values of the brand.
On the collar, they have the phrase customers are god. In the inside of the shirt, the sleeve, the pockets they have the rest of the core values: perfection, passion, trust, and service.
And each employee also carries with him a little booklet that has the core values they should live by and think by and integrate into their mindset so they do genius-level work.
This resort has no less than 4-star reviews and mainly 4.5 and 5 start reviews in the majority of well known review sites like TripAdvisor. And they did it by identifying their customer avatar, understanding their customers as human beings and communicating to their customers their why, their core values and their purpose as a business, as a brand, as a resort.
Last week, I spoke about the importance of identifying your customer avatar and how to do it so that you can boost sales. If you haven’t listened to that mastery session, please do so as it’s the beginning step to what Shanti Maurice and many successful brands, influencers and experts do. They define their customer’s wants and needs and build products and services that simply wow their customers.
And that same avatar profile can be used to create customer experiences that leave them wanting more, sharing it with people they know and becoming a loyal brand ambassador for your company.
And finally you have step three. And step three is truly about having a winning mindset.
When you have a winning mindset, you have a different attitude and way of thinking towards life in general.
You take positive action every day to be the best you can be and to provide the best service you can.
Embodying this winning mentality means getting to the root of your negative and self-defeating behavior and thought patterns. It means accessing the deeper recesses of your mind to implant new conditioning and thought patterns based on the empowering beliefs that generate correct positive thoughts.
It means bypassing the critical filters of the conscious mind and go directly to the source of power, your subsconscious so that you start taking actions that lead to positively impacting and amazing results.
So how do you do that? How do you change your negative mentality to a winning one?
It all beings by making the choice.
I get it, old habits die hard. In most cases, habits are ingrained and conditioned deep below any conscious level. Sometimes meditation and other self-help programs can help you yield positive results, but these results are only superficial until they reach your subsconscious.
And just like it took years upon years to build this negative mindset, it will take constant practice to change it.
You have to be present in the moment and in everything you do. You have to be mindful if you plan on changing any habits.
And once you realize what you’re doing, how it’s affecting you, you have to make the choice over and over again to do the complete opposite of what your subconscious wants.
It will take resilience. It will take willpower, but I believe you can do it. And you should believe in yourself too.
So give yourself time if you fail in the beginning. You will start to see results after the first three months of continuously making the choice to live, think and breathe positively with a winning mindset.
After a year, after two years, after three years, you will naturally begin to act and think like winner because you’ve taken the time to plant the seed and water it.
It’s that wining mindset that will set you apart from other entrepreneurs, startups and small businesses. It’s what’s going to help you go beyond your limits in all you do including how you provide your service and customer experiences.
So remember, delivering a world-class customer experience starts by understanding yourself—identifying your why, your values and your purpose. Then, you can begin to understand your customers—to know their wants and needs and deliver on it while communicating who you are as a brand and company, and finally adapting a winning mindset that will set you apart from your competitors and push you to deliver world-class customer service every time.
I’ve had fun sharing my thoughts and ideas on world-class customer service with you on this mastery session. I hope you’ve enjoyed it as well.
As always, thank you so much for listening. I’ll see you next time.
ONCE AGAIN, THANK YOU FOR LISTENING!
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Cheers and thanks again!