Transcript
WEBVTT
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if it's right for the customer. If it's
right for the team and if it's right
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for the company, do it. You don't need
to ask questions. You're perfectly
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empowered. You're able to do that thing
if you want to create and deliver
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better experiences for your customers,
and you should thing you want to make
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sure that your customer facing
employees in particular have soft
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skills, human skills, the ability to
connect, communicate, empathize,
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Theobald ity, above all, to make your
customers feel like they matter. But if
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you've got a complex sale or a
technical product or service, you're in
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a bit of a pinch. How do you balance
those text skills with the human skills?
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My name is Ethan Butte, host of the Sea
X. Siri's here on B two b Growth, host
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of the customer experience podcast and
co author of the book Re Humanize Your
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Business. My guest in this conversation
today, Rick Myers of Lin Owed has
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solved this problem with an internal
training program. He's got tons of
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great tips, and I know you'll enjoy
them. Here's the conversation with Rick
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Theo. Good news. Your customer base is
growing fast faster than your hiring
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into your customer support team. The
not so good news all of these new
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customers still needs some support and
self service support Options aren't
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much slowing down the ticket. Q Plus
your customers are highly technical, so
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hiring and ramping people to support
them can be a challenge. And one of
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your competitors is Amazon, so the
entire customer experience must be
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excellent. Today's guest faced this
problem, and he's here to share with us
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his solution. He spent nearly a decade
with Lynn Owed, the largest independent
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open cloud provider. They make cloud
computing simple, affordable and
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accessible toe everyone toe, help
foster innovation and to help people
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build cool stuff. My favorite thing
about his tenure with Lynn owed is that
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he spent it in six different roles,
progressing from a frontline customer
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support specialist to currently vice
president of customer support and
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customer success. Rick Myers. Welcome
to the customer experience podcast.
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Thanks to you. Thanks for having me.
It's really exciting. Yeah, I'm really
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excited to get into your story before
we do it. We're recording this in mid
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May. It's not gonna release until
sometime in the summer, but I'm in
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Colorado. You're in Philadelphia.
What's the situation there with regard
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to the coronavirus pandemic? How's it
affecting you or your team or your
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customers? Just kind of Give me a quick
pass on what's going on for you. Sure,
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we're already partially remote. So from
a place perspective and from a remote
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working from home perspective, that
hasn't been too much of a change for us.
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We just kind of transitioned into
complete work from home. There's been
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challenges around that, I think mostly
kind of socially or just not being able
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to see people and that's happening in
your personal life is well, so it z
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even harder what you wouldn't get from
working in the office. You would
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usually get with your friends with your
family, and you're not getting that
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either. So e think it's tough, but I
think that there's a lot of positivity
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coming out of it, too. In terms of
making sure that your colleagues, your
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friends, your family are doing well and
kind of checking in on people a little
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bit more often and making more of an
effort which has been nice for our
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customers. That kind of runs the gamut.
Some people are seeing kind of a boost
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and what they need because we provide
infrastructure for people some people
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need with some more infrastructure, and
some people are getting hit. Heart
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still kind of depends on what you're
doing. Overall, it's just very weird.
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It's very strange, and I think the
easiest or the most healthy thing, at
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least for me, is just to take one day
at a time, try to stay off news or or
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lewd. The amount of news is that you're
watching really, really good call.
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Thank you for sharing that, and I agree.
Tap the bottom with it. We just did a
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survey of our team members that bomb
bomb, and they're like 78% of people
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gave it the most favorable rating, like
they love working from home. But the in
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the verbatim feedback, the themes are
exactly what you talked about. But I
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had not thought about, you know, we all
miss our team members. We missed the
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spontaneous conversations that kind of
in the hallway stuff or like the, you
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know, conversations you didn't plan in
your day that just make it either more
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fun or you get a new insight or these
kinds of things that we all miss. I had
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not thought about the complicating
factor of less exposure. Of course, the
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other people who could potentially fill
that need for you and like you are
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customers are of all kinds, and they're
all affected differently. Some of them
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are doing better than before. Some are
doing worse than before. And so anyway,
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thank you for sharing that. What? When
I say customer experience to you, Rick,
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what comes to mind? What do you think
about when you think about customer
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experience? I think that's a really
good question, and it's almost
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indefensible. But when something's been
defined herbal, I think that sometimes
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it helps to frame that. It's like a
feeling on. I think that that kind of
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sums it up. Your customer experience is
kind of a feeling that customers have
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when they're interacting with you or
when they're just thinking about you
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are considering you. I think that
experience and they're feeling comes
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down generally to how easy or or or
pleasant it is to deal with your
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company and easy an effort are kind of
the same thing to me. So one thing that
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we focus on a lot of winnowed is his
customer effort. We measure customer
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effort. That's that's how we measure
our interactions with our customer base.
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That makes a lot of sense to us. People
are more likely to have a good
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experience and be more likely toe want
to reach out and become promoters. If
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when they have a problem or or they
need something or they need to find
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something, it's easy for them. That
effort is very low on. I think that the
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one of the other neat parts about
measuring effort, or it is, is that it
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works everywhere in the customer life
cycle, from presales to purchasing toe,
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on boarding, using the product, getting
support, there's there's things you can
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do in every part of that that help
lower customer effort and create more
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effortless experiences. So when I think
about customer experience, it zits
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really about how easy it is thio. Use
or consume your product or your support
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for your companies. Your companies
offerings love it at the two layers.
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They're they're super super critical
and they've both been themes. That's
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why I always like asking people from
different disciplines. The same
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question is ah frictionless or ease,
and then the feeling like that. The
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experience itself leaves you with a
feeling on. That is the foundation for
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all the things that that happened from
there. Do I? How do I think about it?
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What decision do I repurchased? Do I
renew? Do I expand? Do I refer all
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those other things that all starts with
the feeling that you leave people with
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So one observation there Talk about
measuring effort. How do you measure
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effort? Yeah, we use a customer effort.
Score, which is sort of a competitor,
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or sometimes a used side by side with
MPs or C sat just is a measure of just
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another customer satisfaction metrics.
So the way that we do that with
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customer effort is just surveying
customers after interaction and
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literally asking the question How how
easy was it to solve your problem? And
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I think the problem with every customer
satisfaction methodology is is the
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question. So some of them better than
others, some of them better than others
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just in design, like MPs asking whether
or not you prefer ah friend or a
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colleague to use the service or
customer effort, asking how easy it
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really depends on someone literally
answering that question, as opposed to
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the maybe the default feeling where I
just wanna answer how happy I am right
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now. So it's really important that that
actual question gets answered to be
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able to measure it. And when you dig
into the comments when you dig into the
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ticket that it came from the phone call
that came from, you can kind of get and
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you can kind of get a feeling of like,
Okay, this this was really answering a
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question of effort. Or maybe it was
just more like, I'm I'm upset or angry
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or what have you? Something that may or
may not be within your control, but
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yeah, surveying through tickets that
air closed, we also side by side
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measure C sat, and we do that. We do
that for a different reason. We use
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that for it. Each update and that
ticket so we can identify issues early
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in a conversation and kind of intervene
and right the ship before the tickets
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close so the phone call gets answered.
Or what have you what, in your opinion
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or experience, what is the relationship
between C. X and C s I think that CS
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has a big responsibility ensuring that
you're having an appropriate customer
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experience. There's a lot of it that's
within our control. It's how you talk
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to customers, how you solve problems,
how easy it is to solve problems, how
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quick you answer our customers phone
call and stuff like that. But there's a
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huge chunk of it, which is just in
taking information that a customer
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support team may not have control over
collecting feedback, putting it in the
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right place, getting it to the right
people and then closing the feedback
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loop afterwards, too. So it Z kind of
unique the responsibility. CS has
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oversee X because there is a chunk that
we can take care of. But being the team
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or one of several teams that talk to
customers, there's a much bigger
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responsibility to customer experience
to just being the liaison between the
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customer and the teams that can change
the experience. Yeah, really good in
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those last two steps there, getting the
information to the right people in
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closing that feedback loop is really
we're so much value could be, I guess,
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retained rather than just like wash out
of the organization because we're all
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collecting this information. But the
collection is not nearly as useful as
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as doing something with it. That was
really good. Um, for folks who aren't
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familiar before we go farther, just
give me a quick take on Lynn owed. You
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know who are your customers generally,
and And what do you do for them? What
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do you solve for them? Yeah, I know is
cloud computing companies. So we
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provide infrastructure. Our customers
kind of run the gamut. We give you the
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primitives to build things on. And what
our customers do with it is everything
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from just running on the website or
running a mail server, a game server
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all the way up. Thio being the complete
infrastructure, back end and front end
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to a very large web application or or
appliance or something else. Eso It
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really does run the gamut from the
smallest to the biggest thing. We like
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to think of ourselves as kind of like
the utility company. So we give you the
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components and then you can build
whatever you want. We add a layer on
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top of that, get several layers on top
of that. But one of those is a support
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team that will help you build those
things, help you solve problems while
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you're you're designing and building
things and kind of just being an open
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ear, at least for a problem solver, at
best, for providing guidance and
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solutions while you're scaling. Yeah,
really good. That tees up the problem
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solution scenario, the kind of story we
want to tell here and then extract some
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takeaways from it. So you have
technical customers. Sometimes you go
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beyond, and we do the same thing with
the way we support our customers.
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Sometimes we're solving problems that
are not related at all to our own
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software, our own offering. But it's
somewhere in that in that zone between,
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you know, the problem that they have
the goal they want to solve. And you
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know, if they're on the phone with us,
we're gonna help them get there. So
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anyway, you need some technical folks.
I laid out the situation in the
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introduction, but briefly describe it
in your own words. Like, what was the
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challenge that you're facing when you
went down this road of developing an
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internal training program?
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Yeah, the first steps that we took
where to solve sort of a different
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problem that we ended up solving. But
we ended up solving more than just that
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problem, which was just that we didn't
have enough people to answer all of our
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customers enquiries. So we were in a
small town in New Jersey, and the type
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of customers that we have, the
questions that lend themselves to those
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types of customers are super technical,
very specific. Sometimes it's not
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uncommon for support specialist Atlanta
to receive a particular phone call or
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about something that they've never even
heard of before. But, like you said, we
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do set really granted expectations that
we don't solve every problem for you,
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right? We're not your developer, your
systems administrator. But we're at
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least going to push you in the right
direction and give you something a
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jumping off point to get there. So you
have to have a really great technical
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skills to be able to at least know what
people are talking about, a t least in
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what direction they're going, and then
also you have to have all the great
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support conservative skills you have
tow a people person. You have to be in
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path and Sometimes those things don't
match up with everyone. There's kind of
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left brain, right brain things, and not
everyone has both of those. So as we
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were kind of getting underwater with
our wait times, something had to change.
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And when we thought about those two
very general skill sets, the technical
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part and the support part, we thought,
Well, one of those things is far more
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easily taught than the other. And
that's the technical piece. So our
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hypothesis was that if we can get
people who have great customer support
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experience, have great customer service
experience and having attitude towards
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the technical side of things, well,
maybe we can invest in a new internal
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training program to get them up to
speed there. We don't have to worry
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about the other thing that's way harder
to teach, and we can increase the
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pipeline so much the amount of people
who are coming in that we have all
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these candidates and we'll be able to
hire more people and get back to the
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time the first response that our
customers come to expect and we want to
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deliver. That's what we ended up doing,
the results of which have been
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astounding. They've been better than we
thought it would be. To be honest, I
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really like this divide, like you
realize that and I've I've encountered
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this many times. I've hired a lot of
different roles over throughout my
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career on and, you know, there's always
this trade off. You have to make
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typically with a lot of rules,
especially, you know, early on when you
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need someone that is, ah, a little bit
more general. And so you're going to
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say like, Well, this person needs to be
able to design and develop which skill
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Um, I kind of favor in this scenario.
So for you, it's the you know, it's all
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the natural CS stuff, problem solving,
empathy, passion for helping people
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etcetera. And then, of course, this
deep set of technical skill. So I love
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that you just walked it down, got
honest with yourselves and said, We're
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going to favor this side and teach the
other side. So take it from there, like
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how far away from technical skills were
some of these folks and what were what
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were some of the first steps to helping
bridge that divide so that they could
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listen? Talkback ask good follow up
questions and instill. This is a really
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interesting part of the sea X feeling,
in my opinion, is people feeling
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confident that you are the right
solution for them, obviously is. And
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you already established, You know, your
team is the frontline team there
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someone that the customer directly
interacts with. And so you wanna leave
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them with This feeling of confidence is
well, and so talk about what it takes
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to get kind of the raw material you
were getting favoring the C s skills or
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the or the people skills or the
empathic skills. How did you get them?
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Technically adept. Yeah, The first
thing that we set out to do was to
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create a curriculum of what we needed
to teach people, which that feels like
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a really easy task when you set out to
do it and quickly becomes the most
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intimidating thing you've ever that
you've ever tried to do, because just
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the vast wide subject matter that you
have to cover, you don't you don't
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think about that because when you have
the pre prerequisite knowledge, then
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that lends itself to figuring out sort
of the more obscure or specific things,
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but we weren't even starting with that
level of knowledge. So we had to go.
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Even we had to go layers backwards to
be able to teach the things that we
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thought you had to know. There was no
basis. There's no foundation for for a
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curriculum. So we dug back. We created
a curriculum that was that's still
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evolving today. But we surrounded all
around our set of core values that
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we've had for a long time, which did
something a little bit special in that
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it empowered ours. Frontline support
agents to not have to know everything,
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but it empowered them to be able to
know where their resources were and to
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ask questions and to split problems. So
we knew exactly what we were looking
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for. It Z because we had to kind of go
a couple layers back. We we started not
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with the most technical thing, but
really how toe dig, dig all the way
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down and then kind of build back up to
get to a solution that's still still
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evolving. Today. We're still finding
holes and opportunities for education
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and continuing education. The cool
thing about creating a curriculums that
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it also lended itself to creating
modules so you can kind of take a
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module and say, We're talking about Web
servers today and you could just teach
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that Web server module that day. But
that also means that you can pluck that
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out of the on boarding curriculum are
our six week training, and you can run
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everyone on the support team through
that module again as a continuing
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education class. Because we've
identified that, for example, our
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ticket categories, our tickets that
have been categorized as Web server
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questions have a very low C SAT score,
so we know that those aren't there's
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opportunity there. There's a low
success for that. There's high time to
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first response, or it takes a lot of
updates for us to resolve the ticket so
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that that was an unforeseen advantage
that we had by kind of doing it that
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way. Your other question was really
interesting the type of people that we
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started getting, and we've had what
what we have ended up getting are a lot
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of career changers. So we have social
workers, we have chefs, we've had
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roofers. We've had ah, questions all
kinds of the people, but their common
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thread is that they have had a customer
facing experience in one way or another.
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We have assessed that they can talk to
people and they have that piece. But
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maybe when they got done their job
roofing or social working, whatever it
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was, those were the people who are
going home. And they were fiddling
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around with the computer. They were
messing with servers. They were messing
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with Lennox. They were hobbyists. And
maybe they were hobbyists for a very
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long time. And we could interview to be
like to get to the point where, like,
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okay, this person has the baseline,
let's accelerate them up to where they
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could answer our customers problems.
And that group of people have have made
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our team so much better than what we
could have imagined. Just hiring
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technical people with some customer
service background. So many follow up
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questions for you that I'm excited
about. And I'll just say them so that
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we don't forget. Maybe maybe we hit
them all. Maybe we don't want I'm
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curious about your core values to I
would love to know kind of the shape of
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the depth of the curriculum. At this
point, I assume you've been You've been
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undertaking this for a couple of years
now. And so you know, what are the pre
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RECs and how it like is it in my mind
it is fully developed curriculum, and
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then the third, The third category I'm
interested in is kind of where you just
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are there. I mean, you have this
diversity of background experience. I
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would assume diversity of age, perhaps,
and and maybe the values of benefits of
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bringing all those people into one team.
And how many, maybe unexpected,
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positive consequences came from that.
So give me a quick pass on your company
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core values. Sure. So our core values
are sort of a mixed in between a
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mission and vision statement and also
the how behind the behaviors that
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exhibit that mission, vision and values.
So they run everywhere from we come to
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the work being better than we were the
today before, and then that we create
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the environment. We wanna work in all
the way to very specific things, like
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we read a ticket fully and understand
it before we answer it. Or that we
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answer every individual question in a
ticket or that we, uh our mistakes, and
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we're honest with our customers and
tell them when we might not have an
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answer. I think that goes back to what
we were talking about a minute ago
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about setting expectations and also our
scope of support, which it sounds like.
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We're both familiar with customers who
reach beyond our scope of support, how
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to deal with that and how to tell a
customer. I am 100% here. Thio start
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you off and to lead you in the right
direction. But we're not the people who
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are gonna be able to answer that
question for you, but but here's how
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they get started. So our core values,
we really do live and die, by the way,
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say we hire and fire by them. They are
kind of the lifeblood of what we do.
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But the core purpose of them is with
such a big team and with the wide
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variety of issues that we face is you
should be able to look at a problem,
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whether it's a customer problem,
whether it's an internal problem,
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whether it's a problem, procedure and
policy, and you should be able to say I
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don't know where to go with this and
then look over our core values and they
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will guide you to exactly what you're
supposed to do. So one of the most
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valuable ones that we have that we that
we talk about all the time came from
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came from my time at Apple, which is if
it's right for the customer. If it's
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right for the team and if it's right
for the company, do it. You don't need
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to ask questions. You're perfectly
empowered. You're able to do that thing
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if it hits all three of those items. So
they really are kind of our guiding
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light and drilling them in and
remembering them and thinking about
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them has been one of the most important
things. One of most important tools
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we've had to be able to scale. Josh,
what do you think is the most
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irritating thing for B two B buyers
right now, an Logan. I love talking to
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you about this. You know that the
number one challenge right now is that
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many customer facing teams in the B two
B space right now are forcing their
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potential buyers too, by the way that
they want to sell buyers don't wanna
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buy that way right now. They want to,
by the way they want to buy. We need to
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enable those buyers. We call this buyer
enablement at sales reach. We need to
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enable those buyers to make better
decisions quicker in a comfortable
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environment that's more personalized
for them to move forward with that
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process. Dude, that's awesome. I
couldn't agree more. Since I've been
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using sales reach in my own sales
process, it's allowed me to really
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enable the buyer to move more quickly
in really two ways. One, they don't
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have to download a bunch of attachments.
Aiken send them toe one page with the
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proposal. Case studies Different
resource is because, let's face it, the
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proposal is just one part of the sales
conversation and probably on Lee one
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sales enablement piece of content that
you're sending so it makes it easier on
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them. And then the other thing is, you
know, we're selling to our champions,
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and then we're making them have to re
give our pitch to the entire buying
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committee. So one thing I do is put a
custom 2 to 3 minute video on the top
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of my sales reach page. This says, Hey,
here's all the resource is tie it back
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to the conversation. Here's the
proposal. Let me know if you have any
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questions, and it allows me to give a
little bit of kind of a mini pitch to
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the rest of the buying committee.
Introduce myself, which helps me build
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trust and credibility and helps the
buyer not have to repeat the entire
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pitch from scratch. So if anybody is
looking to do the same thing in their
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own sales process, I'd highly suggest
they reach out to you and the team over
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its sales. Reach for anybody listening.
Just go to sales reach dot io to talk
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to Josh and the team. I like that
alignment in particular of customer
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team company. It's like a no brainer
like, Don't go do it so good. Um, give
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me a pass on kind of how this
curriculum shaped up and I'll just tee
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it up a little bit more. I'm gonna
assume that this is above and beyond
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the on boarding itself. And how are you
delivering it? How much of it is? You
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know, these are maybe on an internal
website or these are training videos or
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these are in person sessions and we do
them once a month. Or like how are you
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teaching the material and houses
material kind of stacked up for folks
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that maybe you want to start imagining,
in a more practical sense how they
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might do something similar. So our
training starts right now. We're doing
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a training class A to the on the first
Monday of every every other month, so
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our training class take six weeks.
Internally, it's all in person, 8 to 5.
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It consists of videos that consists of
presentations. It consists of pre tests,
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post tests examinations to make sure
that people are understanding and
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retaining the data. Ah, lot of
practical stuff s So we're talking
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about Web servers. It's one thing to
understand how Web servers work. It's
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another to build your own from scratch
and toe, have it up and running and for
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it to break, and for you to have to fix
it so big. Shout out to our training
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team who really, really deeply believe
in practical training, and now I do,
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too. So it's six weeks. We learn
everything from the technical stuff to
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our core values toe how we interact
with customers to more basic things
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like, you know, what does the marketing
department do and who's in finance? And
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how does product communicate with
customers? Success And ah, lot of the
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inner workings of Lin owed, as well as
the support team at the node. It goes
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six weeks, and then we move on to a
mentor ship. So we have a number of we
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have training specialists who are full
time trainers. And then we have
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training experts who are part time
trainers, and they mentor our trainees
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for usually around six or eight weeks
average on boarding time. Right now,
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from the day you start until the day
you're on boarded, it's about 72 days
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and on boarding. What we expect is that
they could take a scheduled by
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themselves. Uh, since we're 24 7, we
have a rolling schedule. We have people
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starting and coming off the schedule
every hour. You should be able to take
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a schedule, take a shift by yourself
and have very minimal need for not for
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asking. Questions were not
understanding something. You're not
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relying your peers, but really not
knowing, like I don't know how to do
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this You know, I don't know how to do
this thing. I don't know how to find
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this resource or what have you? Really
good. I love that. I love the full
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scope of the organization as an element
of it. Because that's consistent with
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the Is this good for my team? Is this
You obviously know if it's good for the
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customer, but like, is this good for
the company and or the resourcefulness
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required to If it's yes, yes, yes. Go
act on that. You know that just a
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fuller scope obviously helps people be
able to do that. Um, I guess the last
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kind of practical question here you
mentioned a couple of full time
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trainers, a couple part time trainers.
How many people are devoted
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specifically to this training program?
And how did you find those folks? Did
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you hire educators or were these
already Lynn owed employees who had an
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aptitude for this? Like, how did you
What is what is just the training
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organization sub organization look like
And how did you build it? Yeah, So one
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of the things that I am most proud of
our team for doing since since Leonard
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started, we had a commitment to
internal promotion. So in the support
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team, specifically, we actually make
very few outside hires. Almost everyone
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00:29:07.930 --> 00:29:12.640
has come in as a support specialists
and then grown into another role. Ah,
381
00:29:12.640 --> 00:29:15.800
lot of those people have grown into
other roles outside of the support
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organization into other roles, such as
product development or marketing and
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documentation, all kinds of stuff. And
and that's something that we're super
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committed Thio. That's true within the
department as well. All of our trainers.
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We have a training team lead and we
have three full time trainers. I think
386
00:29:32.200 --> 00:29:36.000
we have six training experts. All of
those people started this support
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specialists and have grown into that
role. Some of them have backgrounds in
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00:29:39.790 --> 00:29:44.710
education or training. Our training
team lead was a trainer at Apple. Ah,
389
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lot of are a lot of our team came from
Apple Way. Take a lot of we take a lot
390
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of liberty and taking things from from
an apple that because they do customer
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00:29:53.650 --> 00:29:57.760
support so well, obviously. But all of
our trainers were in the support
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organization. They went through the
training program. They experienced
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training themselves, found
opportunities and then in time as they
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developed those competencies for
training and education, they were
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promoted into training rules. Really
good. I guess the last element that
396
00:30:16.620 --> 00:30:20.390
that I would like to double back on is
again. You're hiring people from a wide
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variety of backgrounds based on the
core set of skills that you want to see.
398
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And then obviously, using this, uh, the
core foundation, I'm sure these
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trainers air continuing to build
modules and update modules and those
400
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types of things, um, talk about the
benefits of getting people from a
401
00:30:36.800 --> 00:30:40.600
variety of backgrounds. I mean, I would
assume that there are some you know,
402
00:30:40.610 --> 00:30:43.630
it's probably a little bit more fun, a
little bit more interesting, and
403
00:30:43.630 --> 00:30:49.290
there's probably some benefits to the
rest of the team. Yeah, when we started
404
00:30:49.290 --> 00:30:53.120
this training program, we were looking
to get more people. But what we ended
405
00:30:53.120 --> 00:31:00.750
up getting were people from backgrounds
and careers that we would have never
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00:31:00.750 --> 00:31:07.000
considered before. The diversity of
backgrounds and diversity of thought
407
00:31:07.010 --> 00:31:11.520
has manifested manifested itself and by
far the best team we've ever had,
408
00:31:11.530 --> 00:31:17.560
because there's no needs to explain why
these things are good. But when you see
409
00:31:17.560 --> 00:31:23.660
it in action, and you see that someone
came from a career where they did
410
00:31:23.660 --> 00:31:27.620
something tangentially similar. But
they had kind of a different take on it
411
00:31:27.630 --> 00:31:32.590
because off that industry, or because
of that there needs or what have you
412
00:31:32.590 --> 00:31:36.380
that you would have never even
considered. And they can come in and
413
00:31:36.390 --> 00:31:43.220
have those conversations and and in
part, those experiences on us where
414
00:31:43.230 --> 00:31:47.060
we're so much greater than the sum of
our parts now because we're not all the
415
00:31:47.060 --> 00:31:52.910
same, we don't all have. We didn't all
come up doing SAS support or what have
416
00:31:52.910 --> 00:31:57.710
you? We didn't expect that we didn't
necessarily shoot for that toe happen
417
00:31:57.720 --> 00:32:02.550
Way knew that we would get a more
diverse candidate pool. Um, but the
418
00:32:02.550 --> 00:32:07.690
effects of those things just can't be,
can't be described. It's unbelievably
419
00:32:07.700 --> 00:32:14.030
beneficial for us. Toe. Have this this
really unique support team. I don't
420
00:32:14.030 --> 00:32:19.070
think a lot of other support teams look
like that. That's good. Ours. Ours is
421
00:32:19.070 --> 00:32:23.460
not. We have a diverse set, and like
you, there's so much kinship here. So
422
00:32:23.470 --> 00:32:27.910
for folks who are listening, if you
know someone who fits some of these
423
00:32:27.920 --> 00:32:32.630
softer side skills, the human skills
and they're out of work right now, and
424
00:32:32.630 --> 00:32:36.710
there are a lot of people out of work.
There are a lot of SAS companies that
425
00:32:36.720 --> 00:32:41.980
are successful even in this environment
that are growing. And, you know, while
426
00:32:41.980 --> 00:32:47.090
you're program is absolutely unique, I
know that there are opportunities for
427
00:32:47.090 --> 00:32:51.460
people that listeners may know to
engage in a company that may not be as
428
00:32:51.460 --> 00:32:55.300
good at it is. You all are. It may not
be as formal or well developed, but
429
00:32:55.300 --> 00:32:59.530
people are looking for good people. And
I think good hiring managers, good
430
00:32:59.530 --> 00:33:04.470
managers and effective business
builders recognize what they can train
431
00:33:04.480 --> 00:33:09.570
and what really needs to be inherent in
the person from the get go. And so
432
00:33:09.580 --> 00:33:12.950
there might be opportunities for you or
people. You know, if you're listening
433
00:33:12.950 --> 00:33:16.560
to this that were maybe unexpected
before, I don't want that to be a
434
00:33:16.560 --> 00:33:20.190
missed opportunity. Like you. We have
hired out of Apple. I'm thinking of a
435
00:33:20.190 --> 00:33:24.320
couple employees at Bom Bom that we
hired out of Apple and they have great
436
00:33:24.320 --> 00:33:27.980
on boarding and training, and so, you
know, you're getting a you know, just
437
00:33:27.980 --> 00:33:31.200
some really good habits that are built.
Another place we've hired well out of
438
00:33:31.200 --> 00:33:37.020
in support and elsewhere. Um, it's
Starbucks. Starbucks is very, very
439
00:33:37.020 --> 00:33:41.090
formal and highly repetitive. And so
some of these customer service skills
440
00:33:41.090 --> 00:33:44.650
air good. There's a There's a company
out here all over the West called Dutch
441
00:33:44.650 --> 00:33:49.440
Bro's Coffee. I had a couple of their
VPs on this show several months back
442
00:33:49.450 --> 00:33:54.540
and the same thing. They have a very
aggressive program of building into
443
00:33:54.540 --> 00:34:00.460
people, right, not hiring this role or
managing this role, but building into
444
00:34:00.460 --> 00:34:04.300
people. And so there are a lot of
opportunities out there on guy. Really
445
00:34:04.300 --> 00:34:09.580
appreciate what you're doing with with
your team. I'm glad to hear that A You
446
00:34:09.580 --> 00:34:13.920
were able to overcome the problem that
you are facing immediately on B that it
447
00:34:13.920 --> 00:34:17.570
provided so much growth and benefit. I
also love you, answered several
448
00:34:17.570 --> 00:34:21.360
questions that I had, um, just kind of
in passing it. You know, I just think
449
00:34:21.360 --> 00:34:23.920
it's really cool that you've been in
six different roles, and obviously you
450
00:34:23.920 --> 00:34:27.810
spoke to that not necessarily as an
explicit core value, but is a
451
00:34:27.820 --> 00:34:32.580
definitely a deep natural way of
operating within Lha. Note is like we
452
00:34:32.580 --> 00:34:36.239
want to do internal growth and you're
obviously a great example of that. I
453
00:34:36.239 --> 00:34:40.389
was always gonna ask about being a Mac
genius, and it sounds like you've got
454
00:34:40.389 --> 00:34:44.770
several of them in house. So, um,
before we move on a little bit, is
455
00:34:44.770 --> 00:34:47.630
there anything else you want to share
about that program? Anything. I missed
456
00:34:47.630 --> 00:34:51.560
anything I failed to ask her or
something really interesting that you
457
00:34:51.560 --> 00:34:54.090
learned or surprising, that you learn
that you think might be helpful for
458
00:34:54.090 --> 00:34:59.270
folks, whether they're in CS or sales
or marketing or elsewhere. Yeah, I
459
00:34:59.270 --> 00:35:05.310
think the only other thing to touch on
is I think this needs to be a
460
00:35:05.310 --> 00:35:10.150
commitment through the three year
department beyond on boarding and
461
00:35:10.150 --> 00:35:14.530
training and continuing education. I
think there's a lot of value and
462
00:35:14.540 --> 00:35:19.640
creating levels and what we call expert
roles. So we have a number of expert
463
00:35:19.640 --> 00:35:23.810
roles. The support you can actually
consists of support, trust and safety,
464
00:35:23.820 --> 00:35:29.180
community quality, control, training
and customer success. And all of those
465
00:35:29.180 --> 00:35:32.710
have full time roles. But they also all
have expert roles where you could do
466
00:35:32.710 --> 00:35:37.660
that part time in addition to your
support work, and you can move into
467
00:35:37.660 --> 00:35:42.490
full time roles as well. We also have
level, so there's support level 1234
468
00:35:42.490 --> 00:35:46.360
There's senior support. Level 12
There's customer support managers. I
469
00:35:46.360 --> 00:35:52.420
know you have to grow toe to be able to
justify that number of roles vertically.
470
00:35:52.430 --> 00:35:56.350
But I think there's a lot of
opportunity to do this horizontally as
471
00:35:56.350 --> 00:36:01.580
well, with part time expert roles
giving people exposure to other parts
472
00:36:01.580 --> 00:36:06.540
of the business. Whether or not it's in
your department is another great avenue
473
00:36:06.540 --> 00:36:11.060
for growing people, which we know is
good for the company as well as the
474
00:36:11.060 --> 00:36:15.440
individual. So the training
organization, if you have one, or if
475
00:36:15.440 --> 00:36:19.800
you're considering building with one
there is a that's the launch point is
476
00:36:19.800 --> 00:36:23.860
on boarding. But there's so much more
you could do afterwards to to kind of
477
00:36:23.860 --> 00:36:27.700
continue to facilitate that growth
vertically, horizontally, in the
478
00:36:27.700 --> 00:36:31.260
apartment outside of the department and
contribute to the company as a whole.
479
00:36:31.930 --> 00:36:34.980
Really good. I mean, I thought about
several things during the conversation.
480
00:36:34.980 --> 00:36:40.340
I love that ad there at the end, and I
was thinking like it would probably be
481
00:36:40.340 --> 00:36:43.940
beneficial for a sales person to go
through some of these modules and these
482
00:36:43.940 --> 00:36:49.590
kinds of things, so I love this cross
functional exposure. We've had some, so
483
00:36:49.600 --> 00:36:52.900
it sounds like you're doing a lot of
things that came naturally to us. But
484
00:36:52.900 --> 00:36:55.800
you're doing them in a much more
advanced and developed away and that
485
00:36:55.800 --> 00:36:59.610
your team's probably bigger than ours
as well. This is great and in fact,
486
00:36:59.610 --> 00:37:04.030
that that up and down side to side
cross department training sounds like
487
00:37:04.030 --> 00:37:07.840
another good conversation we should
have here on the show. But we're we're
488
00:37:07.840 --> 00:37:12.210
basically kinda at times, so I so I'm
gonna let let you get back to your day
489
00:37:12.210 --> 00:37:15.610
and let listeners get back to their
dates. This is there's been tons of
490
00:37:15.610 --> 00:37:18.840
great information in here. If you're
listening, you've enjoyed this
491
00:37:18.840 --> 00:37:23.500
conversation with Rick. You might also
like Episode 32 of the customer
492
00:37:23.500 --> 00:37:27.810
experience podcast on Episode 32. I
talkto Luc Cohen, who is the former
493
00:37:27.810 --> 00:37:31.810
director of C Exit Form Stack, and he's
currently the principal CS specialist
494
00:37:31.810 --> 00:37:35.720
with sass works, and that one was
called meeting Customers. Evolving
495
00:37:35.720 --> 00:37:39.040
Needs with the C X team, and the reason
I thought of that one, Is that it? It
496
00:37:39.040 --> 00:37:42.560
really is kind of this. A little bit of
blocking and tackling how do we build
497
00:37:42.560 --> 00:37:46.010
the team? How we structure the team and
then another one that came to mind is
498
00:37:46.020 --> 00:37:51.750
Episode 51 with Joe Caprio, former VP
of sales at chorus dot ai and now a
499
00:37:51.750 --> 00:37:57.150
founder at Re Preys. And that one was
called How to Enable Your Sales Team.
500
00:37:57.160 --> 00:38:01.660
Practical Tips for Sales Leaders And
there we talked a lot about sales
501
00:38:01.660 --> 00:38:06.760
enablement and sales readiness. And,
you know, in talking before we had this
502
00:38:06.760 --> 00:38:10.970
conversation record this this made me
think about like, CS enablement. You
503
00:38:10.970 --> 00:38:14.180
know, this is like a kind of a CS
enablement layer because that sales
504
00:38:14.180 --> 00:38:19.240
enablement isn't just equipping sales
people with great slide decks and PDFs
505
00:38:19.240 --> 00:38:22.340
and other things they can send out.
It's really training. There's a
506
00:38:22.340 --> 00:38:26.920
training and development layer to it,
feedback loops and building people up
507
00:38:26.920 --> 00:38:30.250
that I think folks might like Joe's
perspective on a similar topic, but
508
00:38:30.250 --> 00:38:34.580
more from, ah, sales seat. So Rick
again, thank you so much before I let
509
00:38:34.580 --> 00:38:38.260
you go. I love to give you two
opportunities. The first one is to give
510
00:38:38.270 --> 00:38:41.640
thanks or mention to someone who's had
a positive impact on your life for your
511
00:38:41.640 --> 00:38:46.030
career and the second is to give a
shout out or not or mentioned to, ah
512
00:38:46.030 --> 00:38:49.440
brand or a company that you really
respect for the way they deliver for
513
00:38:49.440 --> 00:38:50.530
you as a customer.
514
00:38:51.720 --> 00:38:57.940
Yeah, I had thought about this, and one
person came came to mind very quickly,
515
00:38:57.940 --> 00:39:03.010
which was my old boss and mentor, Steve
Clemons. When I when I started Linux,
516
00:39:03.020 --> 00:39:06.210
like you said, I was a support
specialist and I had worked plenty of
517
00:39:06.210 --> 00:39:12.740
retail jobs and support jobs. But Steve
was my first boss who took an interest
518
00:39:12.750 --> 00:39:16.930
in helping me learn sort of the
business side of things I had not had
519
00:39:16.930 --> 00:39:21.930
experience with, sort of the higher
level, considering ah, lot of the stuff
520
00:39:21.930 --> 00:39:26.520
that that the executive level the C
suite directors need thio need to think
521
00:39:26.520 --> 00:39:31.090
about. And that was kind of the first
time I was exposed to any of that that
522
00:39:31.090 --> 00:39:36.900
stuff, And it's not something that you
always get taught or you always have
523
00:39:36.900 --> 00:39:41.230
the opportunity to teach it. I like to
think I'd like to tell people when
524
00:39:41.230 --> 00:39:44.290
you're kind of an entry level position,
all you have to think about is the
525
00:39:44.290 --> 00:39:49.440
customer, right, and then if you're a
CEO are on the board. All you need to
526
00:39:49.440 --> 00:39:52.960
think about is the bottom line. Now
this is a huge over exaggeration, and
527
00:39:52.960 --> 00:39:58.460
that's not true. But as you move up in
the organization, those kind of ratios
528
00:39:58.460 --> 00:40:04.200
change. And and he was the person who
helped me even kick start learning that
529
00:40:04.200 --> 00:40:07.320
side of the the business, which I had
never had exposure to. You know, it's
530
00:40:07.320 --> 00:40:11.190
still a great friends, a great mentor,
and I just wanted Thio shot him out
531
00:40:11.190 --> 00:40:18.110
because he deserves it. Um, yeah,
awesome. How about a company that you
532
00:40:18.110 --> 00:40:22.370
appreciate or a brand or someone that's
giving you a great experience as a
533
00:40:22.370 --> 00:40:28.920
customer? The most recent great I live
for very customer service experiences
534
00:40:28.930 --> 00:40:33.290
make me so happy. I get so excited when
I have one. I have to call that
535
00:40:33.290 --> 00:40:39.370
person's boss and tell them it's
absolutely what motivates me Day in the
536
00:40:39.380 --> 00:40:45.310
less When I had was with a company
called B NH, they sell on Rio visual
537
00:40:45.310 --> 00:40:51.950
photo equipment, uh, in New York City,
and I had ordered a pack of photo
538
00:40:51.950 --> 00:40:58.760
development paper for a gift, and it
came on my doorstep before Christmas on
539
00:40:58.760 --> 00:41:05.760
Christmas Eve and it was soaked. So to
the bone, I'm sorry was the 23rd and it
540
00:41:05.760 --> 00:41:09.570
was no one's fault. They just got left
out in the rain. And I called them and
541
00:41:09.570 --> 00:41:13.100
I said, I really need to have this
tomorrow. It was a Christmas present.
542
00:41:13.110 --> 00:41:20.300
No questions asked. No, not no prodding
on my part. They said, Okay, this is
543
00:41:20.300 --> 00:41:25.550
how we're gonna do it. They didn't make
me. They didn't make me tell them what
544
00:41:25.550 --> 00:41:29.300
I needed. They told me what I needed to
dio. And then they went above and
545
00:41:29.300 --> 00:41:32.090
beyond and said, We'll take care of
shipping. Don't worry about it. We'll
546
00:41:32.090 --> 00:41:35.190
send you another box. You can send the
other one back. Their number one
547
00:41:35.190 --> 00:41:40.860
concern was me having that Christmas
present in time and going back to what
548
00:41:40.860 --> 00:41:44.620
we talked about in the very beginning
of this conversation. They made it so
549
00:41:44.630 --> 00:41:49.970
easy. It was completely effortless. So
that was that was my last great
550
00:41:49.980 --> 00:41:54.750
customers support interaction so
awesome. I send people to be an H
551
00:41:54.760 --> 00:41:57.750
regularly when they wanna learn when
they want to move beyond, like their
552
00:41:57.750 --> 00:42:02.250
webcam for doing videos and things. Um,
I say Amazon is a great place to get
553
00:42:02.250 --> 00:42:05.320
volume reviews. And but when you want
to get, like the hardcore reviews, you
554
00:42:05.320 --> 00:42:09.090
go to B. NH. They have a great catalog.
It's organized well, and I'm really
555
00:42:09.090 --> 00:42:12.660
happy to hear that story. Um, two
things that stand out to me in
556
00:42:12.660 --> 00:42:17.690
particular one is that your goal was
their goal. They made their goal, your
557
00:42:17.690 --> 00:42:23.020
goal, get a Christmas gift in great
shape before Christmas to the customer.
558
00:42:23.020 --> 00:42:26.920
So, like that, that just being a line
there. And then the other thing was,
559
00:42:27.300 --> 00:42:31.330
they didn't. And I see this in so many
cases, not just in a support scenario,
560
00:42:31.330 --> 00:42:34.290
but it's like, you know, a lot of
people come with this. How can I help
561
00:42:34.290 --> 00:42:39.710
you versus Hey here? A couple ways? I
think I might be able to help, right?
562
00:42:39.710 --> 00:42:43.050
Like and again, that's just removal of
friction. It's so much easier. It's
563
00:42:43.050 --> 00:42:46.500
like, Are you thinking about this or
that? Well, kind of this, but a little
564
00:42:46.500 --> 00:42:49.890
bit more, you know, like walk me down
the road like help me a little bit
565
00:42:49.890 --> 00:42:53.240
instead of this wide open. Like, how
can I help you? Like, how can we make
566
00:42:53.240 --> 00:42:55.820
this good? They're like, Hey, we're
gonna do this. How does that sound to
567
00:42:55.820 --> 00:42:59.380
you, Rick? And like that sounds
fantastic. So good. Great story. I
568
00:42:59.380 --> 00:43:02.650
really appreciate it. I really
appreciate your time. Congratulations
569
00:43:02.650 --> 00:43:08.600
on your success. Lynn owed is obviously
doing things very, very well for their
570
00:43:08.600 --> 00:43:12.340
customers, for your growth. But then
also for the team members, for someone
571
00:43:12.340 --> 00:43:16.620
like you who has stuck around for years,
continuing to learn and grow, you know,
572
00:43:16.620 --> 00:43:19.890
be a part of initiatives like the one
that we talked about at length today.
573
00:43:19.890 --> 00:43:24.080
And it's just awesome. So thank you for
sharing that with us. If people want to
574
00:43:24.080 --> 00:43:28.460
follow up with you, Rick or with Lynn
owed, where would you send them? My
575
00:43:28.470 --> 00:43:34.780
Twitter is probably best is just Rick
at Winnowed Rick 80 Leonard I Reps
576
00:43:34.790 --> 00:43:39.030
Website as well. Richard Myers dot Me
linked in. You can find me on there and
577
00:43:39.030 --> 00:43:46.030
leno leno dot com l i n o d e awesome.
I will link all that stuff up at bom
578
00:43:46.030 --> 00:43:51.310
bom dot com slash podcast. I will also
link a great block post that that Rick
579
00:43:51.310 --> 00:43:55.990
wrote on this topic up there as well
and so on any of these episodes. If you
580
00:43:55.990 --> 00:43:58.730
enjoy them and you wanna learn a little
bit more. You want to see some video
581
00:43:58.730 --> 00:44:03.620
clips you can always visit. Bom bom dot
com slash podcast Thank you so much for
582
00:44:03.620 --> 00:44:07.010
listening and again. Rick, thank you so
much for your time. I appreciate it.
583
00:44:06.990 --> 00:44:12.030
Rick Story there about being age is
exactly why I asked that question at
584
00:44:12.040 --> 00:44:17.390
the end of all of these conversations.
And it's exactly why we need to focus
585
00:44:17.400 --> 00:44:23.010
on the experiences that we're creating
and delivering for our customers. Are
586
00:44:23.010 --> 00:44:26.580
they memorable? Are they remarkable?
Are they the kind of thing that would
587
00:44:26.580 --> 00:44:32.130
be top of mind if one of your customers
was asked a similar question? For more,
588
00:44:32.130 --> 00:44:37.570
see X stories and see X conversations
and insights, visit bom bom dot com
589
00:44:37.580 --> 00:44:45.140
slash podcast b o m b b o m b dot com
slash podcast. My name is Ethan Butte,
590
00:44:45.150 --> 00:44:49.040
chief evangelist, A bomb bomb and I
appreciate you listening to the c x
591
00:44:49.040 --> 00:44:52.430
Siri's here on B two b Growth with the
592
00:44:54.590 --> 00:44:58.510
is the decision maker for your product
of service. Abebe Marketer. Are you
593
00:44:58.510 --> 00:45:02.720
looking to reach those buyers through
the medium of podcasting considered
594
00:45:02.720 --> 00:45:07.940
becoming a co host of GDP growth. This
show is consistently ranked as a top
595
00:45:07.940 --> 00:45:12.090
100 podcast in the marketing category
of Apple podcasts, and this show gets
596
00:45:12.090 --> 00:45:17.670
more than 130,000 downloads each month.
We've already done the work of building
597
00:45:17.670 --> 00:45:21.700
the audience so you can focus on
delivering incredible content to our
598
00:45:21.700 --> 00:45:27.120
listeners if you're interested. Email
Logan at sweet fish media dot com.