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Being a man with a wide array of interests, John knows where his
strengths lie. He focuses on customer service because it is his strongest
area and he knows the value of developing that strength rather than
spreading himself too thin. The future? In his view, the future of
customer service is more like a return to the past. Relationships and
rapport are quickly becoming a lost art. Older people are forced to move
into technology in the modern touchscreen era, but there is so much
tech that people don’t even know how to deal with real humans
anymore once they actually get to them.
Employees become numb to customers during the daily grind. What
may be a special one-time event for a customer is something an
employee deals with constantly. Worse, most customer-facing employees
are in an entirely different demographic than the people they deal with,
so they don’t necessarily empathize with their unique struggles. Those
employees need to think about what it is like to be a customer.
Management needs to think about what it’s like to be one of those
employees.
Above all, one thing that John preaches is that you have to love what
you do. That means loving the customers. Loving the competition.
Celebrating the clients through client appreciation events. Don’t dwell
on the negative; talk about the positive clients and outcomes that make
everyone look good. Build each other up. If a CEO doesn’t have time to
make a call with John, he doesn’t want to work with them. “Don’t work
with people who put up a fence to love.”
So what are the takeaways? How can one condense an entire lifestyle
and business into a few simple sentences? Well, sometimes just a few
words can mean more than they seem to at first glance. “Anything is
possible” might be the best summary. Imagine the best for yourself
and for the future. Imagine a future where people apply to work at
businesses because of the reputation the business and the employees
have. A future where people want to go to work and are happy to be
there. One where reputation alone filters in the good, quality people
and filters out the people who aren’t the right fit. Anything, truly, is
possible.
8 | CARLEPUBLISHING.COM
TO ACCESS:
• READ THE EXTENDED ARTICLE
• INTERVIEW WITH JOHN
• WATCH JOHN'S TED X TALK
• CUSTOMER SERVICE PRESENTATION
• COUPON CODE FOR CUSTOMER
SERVICE RESOLUTION SUMMIT