SimpleBiz360™ Podcast

Latest Episodes:

Episode #213: DO WE NEED A TRIP TO THE TELEPHONE GYM? Nov 16, 2023

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For many of us, phone conversations are happening less and less compared to 10, or 20 years ago. The same trend is happening in business. Is it time to rebuild those verbal muscles?
Today we look at this evolution, and ask ourselves some relevant questions. Are we ready to receive, or make difficult phone calls? What happens when a simple business conversation takes a quick turn, and then suddenly things get heavy? Should business owners and operators look at telephone engagement as a trainable skill set, almost like an athlete who trains for the game? Would role-playing help our customer-facing associates? We layout vital questions that connect to Podcast E214, which airs on 11/23/23.

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Episode #212: USING THE NEW “NO” TO OUR ADVANTAGE Nov 09, 2023

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No reply has now become one of the favorite ways for buyers to say no.

As business owners and operators, this style of saying “NO” may seem inviting for
our own use. After all, we can avoid confrontation by never having to explain
our decisions. However, this trend could also be packed with a trailer load of
negative effects on our business! True, trust-building partnerships will not be
healthy with vendors who cannot take the time to explain the "why."
On the flip side, ghosting from a current customer is firm indicator that a
business relationship is probably a one-way partnership in disguise? Join us as
we discuss how business owners can use this shallow, and weak trend to our
advantage.

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Episode #211: DO WE DEPLOY SERVICE PROCESSORS OR SERVANTS? Nov 02, 2023

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Do our customers see us as true client-success partners, clinical processors, or servant stewards of their time and money?
What kind of customer service experiences are we delivering to paying customers? It is incumbent on ownership, executives, and managers, to fully understand the impact service departments have on buyers. The buck stops with those three capacities of the corporate machine. The current business climate will bury companies that deliver unacceptable transactional care. Customers deserve to engage with CS Reps who have servant hearts, and they deserve CS departments that are built on the cornerstone of quality stewardship. Anything less will lead to a merry-go-round of new customer acquisition, just to replace recent defectors! Join us for a fast show that asks some
transformative questions.

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Episode #210: ARE SHORTCUTS REALLY WORTH IT? Oct 26, 2023

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The question for this show is an age-old chin-rubber. Are business shortcuts really worth it?
What are the typical end results on the backside of vendor claims that the four-hour job can be completed in two hours, or that four-day job can be wrapped up two days? In my life, the results are mixed, with the highest percentage leaning towards low quality of work. Reality dictates that rapid job completion is often associated with a host of unwanted problems for customers. So, the various questions for today center on how we value quality of work, versus speed of work? Where do our customers weigh in on this? Are there ways for vendors to deliver both speed, and quality? Join us for a fast show designed to facilitate healthy thoughts and ideas about making customers happy.

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Episode #209: CHASING WHAT CUSTOMERS ARE NOT TELLING US Oct 19, 2023

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Learning the mathematical power of customer defection rocked my world in 1988. For 35 years I have been chasing the reasons, and solutions.
Season 5 continues our hunt for ways to make customers happy, and to keep them coming back. The headwinds of the Experience Economy beckon the necessity to change our go forward coordinates. If we don’t change, the dreaded Silent Business Killers (SBKs) will overshadow our efforts. The business graveyard is full of companies that refused to, or did not know how to embrace the new metrics of customer satisfaction. We invite you to join us on this weekly chase where we ask important questions, pursue reasons, and look for simple solutions

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Episode #208: 35 WHEELBARROWS OF BUSINESS TAKEAWAYS Oct 12, 2023

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Youthful innocence has the ability to reveal certain simplicities of life, and business, that are often hidden inside adulthood complexities!
A handful of these bedrock simplicities flooded my mind one spring day in 2023. Three yards of mulch, and 35 wheelbarrows later, I found myself with a short list of foundational observations that can help any of our professional endeavors. Where did I obtain these valuable insights? From my seven-year-old grandson! Today I share what happened on that spring day. My hope is that this episode reacquaints us with some ground level mindsets, that most of our customers would appreciate benefiting from. Thank you to both of my grandsons for making this a GREAT day! I will always cherish the memories from that special Saturday in May!

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Episode #207: DESIGNING & IMPLEMENTING PROCESS-CENTRICITY Oct 05, 2023

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Imagine how intimidating high-mountain roads could be, if there were no guardrails to protect cars from going off the edge? Processes deliver safety to businesses, in the same way that guardrails protect cars on dangerous roads. Designing Standard Operating Procedures (SOPs) enables our businesses to pave a multi-lane, super-highway for operational consistency, efficiency, and profitability, However, how often is the customer the main beneficiary of our process expressways? That is our question for today’s show. Episode 207 looks at the different angles we must consider when designing, and implementing process-centricity.

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Episode #206: FLIPPING THE FORMULA FOR BETTER RESULTS Sep 28, 2023

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Sam Walton loved this principle, and he used it as one of his top 10 concepts to drive Wal-Mart to meteoric heights. In 1988, I took a chance with this mindset, and it turned our 5.5-million-dollar company into a 12-million-dollar company in 2 years. Imagine exceeding corporate expectations by exchanging a company-centric formula, for a customer-centric recipe? Today we tell a pretty cool story (at least I think it is cool), about building a productive sandbox that is a polar opposite from the competition. This valuable lesson changed my standard business approach forever. Cheers!

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Episode #205: JUST ANSWER THE DANG QUESTION! Sep 21, 2023

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Today we look at the all-to-common dilemma of mismanaging customer questions. I once worked with an ex-TV news reporter, who actually created a company devoted to teaching the art of “question deflection.” In fact, this person did quite well. Why? Because there is an enormous corporate appetite for manipulating customer questions. Do we really think that customers like our clever, devious, and manipulative ways of managing their queries? Or, how about the recent trend to just “ghost” customer questions altogether? Do we really think these behaviors lead to a bounty of repeat and referral business? Join us as we look at a solid way to raise the bar on customer satisfaction. Come on folks…JUST ANSWER THE DANG QUESTION!

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Episode #204: THE SILVER LINING IN OVERSIMPLIFYING BUSINESS Sep 14, 2023

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In life, we find that answers to many of our questions can be found hidden in simplicity. The same holds true for business. Today we look at the silver lining of viewing our businesses through a very raw, elementary, and basic lens. Granted, we all thrive on selling a product or service that produces a payment, but what about the journey we take customers on to that payment? Often times it’s in these “transactional stretches” that we create the most impactful favorable, or unfavorable impressions. Oversimplifying our companies allow us to see what the customer sees! What are we doing right? What are we doing wrong? What can we change to make the transactional journey a better experience for our customers? Enjoy!

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