Is Customer Service Dead?

You can get your groceries delivered to your door with the click of a button. You can shop hundreds of styles of clothes in less than a minute. You can connect with your friend visiting a town on the other side of the globe in an instant. All of this is possible behind a screen. With that, actual physical interaction with someone is slipping away. With the limited physical touches and conversations going on – has customer service taken a hit? When’s the last time a company went above and beyond for you?

The art of customer service

“Do what you do so well that they will want to see it again and bring their friends.”
– Walt Disney

Funny how one of the most valued commodities – if not the most – nowadays is time. You do whatever you can to save nanoseconds. You’d think businesses would see this and increase employees or response times to potential customers. However, it’s increasingly difficult to find someone with enough knowledge to actually answer the questions you need to be answered – whether it’s in-store or online.

In order to make your business stand out – try doing one step more. If you can answer one question – see if you can elaborate and suggest something more. My dad is amazing at this. He’s an upholsterer and every time he’s on a sales call – he always gets asked about the type / colour of the fabric his potential client should use. He answers the question by giving a few options and then BANG! He mentions pillows, and how a contrasting colour will make everything pop. It’s the classic up-sell, but it’s so much more than that. It’s providing value, suggesting something the potential client didn’t even think about, and increasing his profits at the same time.

Customer service quote

What can you do to add that extra touch?

My wife and I’s online shop – EverRose.com is similar. We try to add personal touches everywhere to ensure our fans know we care about them. After all, without them we wouldn’t be in business. My wife writes personal notes to each and every fan who orders. We also take it one step further than most online clothing stores by measuring each piece of clothing. This gives a comprehensive outline on whether or not it’s going to fit you. It’s all about taking it one-step further. It’s a pain in the ass on our end, but the end result is SALES. Plus, our fans love it. How do we know – they tell us in reviews and in personal emails they send us.

This is what makes your business a brand. It makes the person on the other end (customer) feel something for you, and your product / service.

“Courteous treatment will make a customer a walking ad.”
– James C. Penney, Founder, J.C. Penney

You want to know how to limit your advertising spend? Make your experience so memorable to a customer they’ll have no choice, but to recommend you to their friends and family. If that’s not enough – encourage them to do so by following up with requests for reviews (my wife and I do this for every sale by sending a personalized email to each fan). Word-of-mouth is the best form of advertising, and nothing creates more word-of-mouth than outstanding customer service.

It’s not that hard

With the majority of corporations pulling back on their customer service channels, and personnel it’s very easy to stand out. Even being present and engaging in conversation with your potential customer can put you over the top. At the very least give the customer what you’d expect to receive from a company. Then try and out do yourself. Make a suggestion above and beyond the question asked of you. Personalize everything. Respond as quickly as you can, and as honestly as you can.

A few of these will go along way in your customers mind, and will ensure success down the road.

Love you,

Jordan ‘The Guy with the Bow Tie’ Rycroft

Advertisement

Working 9 – 5 while having a business on the side

It’s an elusive balancing act that takes some time to master. You want / have to give 100% to your 9 to 5 employer, and you want to build something on your own on the side. I’m living proof that it’s very much possible, however it takes a serious amount of commitment. It’s a game of give-and-take. Do you watch Netflix or do you buckle down and do some bookkeeping? These are just a few of the questions you’ll ask yourself.

Here are some tips on how you can find time to build your business on the side while continuing to commit yourself to a 9 to 5:

 1) Build something online

It’s going to be extremely difficult to build something on the side that you have to attend to like a 9 to 5. That’s why e-commerce is so amazing. You can work on your site whenever you want – and the income rolls in 24-hours a day with little to no work on your behalf. Yes, there is a HUGE amount you have to put in before hand, but when it’s built – it’s a recurring income generator. If you don’t have an idea of what you can do on the side – here’s a quick guide to finding a product to sell online.

 2) Evenings and Weekends

This is your bread and butter. When your 9 to 5 stops – you put on your entrepreneur hat. This can be exhausting, so if you’ve had a tough day at your 9 to 5 – you may need to take an evening off. You don’t want your side biz to interfere and hurt your ability to work your day job. However, it can be done. You’ll have to work for it, and maybe miss out on things in your social life, but if you’re devoted to building something, and providing value to your future customers – you’ll succeed.

My wife and I both have 9 to 5 commitments, which we excel at. Then we come home, and get to our online fashion store – Ever Rose. I usually take 30 minutes to an hour in the morning to work through our social media channels – then I put my 9 to 5 hat on. In the evenings, my wife and I will fulfill orders, take product shots, edit photos, and do website maintenance. We also do our own bookkeeping using Wave.

It’s not easy knowing you won’t have a ‘day off’, but I’ve never done something that is so rewarding. Getting glowing customer reviews and having random strangers purchasing items is pretty cool.

Seth Godin, Seth Godin quote

 3) Have a Calendar

This is uber important. You need to keep track of what you’re going to do. The best way to do this is to have your 9 to 5 calendar as well as your side business calendar. I literally put everything into calendars. My wife makes fun of me because I always say, “If it’s not in my calendar, it doesn’t exist.” This helps me use my 9 to 5 brain power for what needs to be done, and helps automate the side biz for when I come home. It’s nearly impossible for me to forget what I need to do when I come home because an alert pops up every 30 minutes.

This also helps you focus on what needs to be done. You will be worn down, you will be tired, but those little alerts will go a long way in helping building your side biz. They’ll keep you on track, and keep your focus on what needs to be done.

4) Don’t worry about perfection

When it comes to your side business – just do it. Don’t worry about it being perfect or you’re never going to sleep. My wife is big on perfection – I’m big on getting things done and off my plate. What you see as perfect, may not be perfect in your customers eyes. Never waste time on being perfect. You never will be. Just get it done to the best of your abilities and move on.

At the same time, if one of your skills isn’t solid – than you may have to outsource. For example – if your English sucks and your trying to write product descriptions – get someone to proof your work. Whether it be a family member or friend – play to your strengths. You can also look at outsourcing work by using UpWork.

Finally, I know the struggle. I live it everyday, but I also know it can be done. You can be a 9 to 5 superstar and crack the whip on yourself everyday to ensure your side business is a success. Even a few hundred bucks on the side can make a HUGE difference. Whether you’re selling a product or service – you can be a 9 to 5er and an entrepreneur.

Love you,

Jordan ‘The Guy with the Bow Tie’ Rycroft

The World has changed and Big Business hasn’t kept up

Adapt or Die. You may have heard this phrase before. It’s never more apparent than today. As a startup or small business you need to value your ability to adapt. That’s what keeps the ‘big guys’ on their toes. You have the ability to adjust on the fly where as the big businesses don’t. They’re mired in red tape, and meetings on top of meetings, and middle managers who are more concerned about keeping their jobs then about taking a risk to move the company forward.

The world of business is moving so quickly that most can’t keep up. Twenty years ago you went to school, got a decent job, worked your way up, and stayed with that company for many, many years…maybe your whole life. Now, on average you stay at the same job for 4-years. That’s nothing. There are so many options for you and I that it’s very easy to jump ship. Or say screw the corporate world, and start your own business. It’s not the easiest thing to do, but it can be done. The tools are out there, and you no longer need a fancy degree from a prestigious college to get to where you want to be.

time to adapt, adapt or die

Here’s where Big Business is failing

  1. Hiring – take a look at job postings, especially those at larger companies. They want certain degrees, knowledge, etc…even for more entry level positions. However, the world has changed where the new wave of job seekers aren’t looking to get a MBA. They’re sticking with the arts or something more liberal. In essence, those large companies who are seeking new employees are effectively limiting their scope to a small percentage of the population. When in fact, they could have hundreds of candidates they don’t even look at who are equally as qualified or willing to learn, but they don’t have that pricey piece of paper.
  2. Benefits – my wife and I always joke that we missed the ‘Golden Era’ of business. Large expense accounts, business class flights, great benefits, etc… Before I left my corporate job within five years, my benefits were slashed by close to 30%. Did profits and revenues go down by 30%? No, but large corporations thought they could do away with benefits. This is the exact opposite of what most new job seekers are expecting. In the age of work life balance, and caring for one another – it’s a huge slap in the face to those looking for a corporate job right out of school.
  3. Transparency – before it used to be put your head down and get your job done. Now, with all this access to information – you can’t hide behind a pleasant email from the CEO (or CEO’s assistant). How many times have you heard of something positive or negative about your company BEFORE anything was said from within the organization. Nowadays you get updates straight to your phone. You didn’t have to wait for the news at night, the newspaper the next day or to go searching for it on the radio – it comes directly to you. New job seekers, and employees expect the truth – whether it’s good or bad. Or at least a version that’s close enough to the truth. BS will KILL YOU.
  4. Technology –  you only have to look in front of you to see how this world has changed. Whether you’re reading this on your computer, tablet or phone, you know exactly what I mean. Everything is changing quickly, and large corporations are mired in hierarchies, red tape, and endless indecisive managers. Something that may take one day in the startup world could take months or even years in larger corporations. Even with technology larger corporations have been slow to adapt. Those who aren’t looking forward – are in big, big trouble.

The above isn’t solely my opinion. I read / hear about these situations regularly. Recently, I spoke with a head hunter, and she was saying how most of the 20 – 30 year-old job seekers are looking for those companies that are willing to adapt. That are willing to change the status quo. Unfortunately for her, most of the larger businesses aren’t quite ready to adapt. Hell, I know of one company in the financial sector who, up until recently, didn’t have any digital / social footprint. Someone who was including tech stocks in their funds, didn’t have any idea how to use these platforms themselves. Thankfully, a bunch of younger fund managers urged the President to dabble in these areas. The blue-hairs are going to die off soon, and change is coming…FAST!

Love you,

Jordan ‘The Guy with the Bow Tie’ Rycroft