Scaling Happiness - How to provide amazing customer service in a digitally distracting world
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Presented by @jimmymackin
Transcript of Scaling Happiness - How to provide amazing customer service in a digitally distracting world
Presented by @jimmymackin
THE SUCCESS PROBLEM
CUSTOMER
somehowthis is
possible.
TIME
@chazhutton
The Realtor Zone
PRODUCTIVITY
# OF HOURS WORKED
my realtor is
my realtor is lazymy realtor is slowmy realtor is not doing her jobmy realtor is not selling my house
Control the chaos in your business, so you can work on your business. #wintheday
PUBLIC ENEMY #1# of emails
sent per day
year
NONE
A LOT
TIME
care factor
# ofemails
“fuck it”threshold
@chazhutton
HOW TO ACHIEVE
INBOX ZERO
Can I solve this problem?
new email
Yes!
No.
Reply to client.Solve problem.
Reply to client.Set expectations.
Archive
Add to to-do list.Assign it.
Add due date.
Archive
Tame your inbox. #wintheday
HOW MOST OF US MANAGE OUR PRIORITIES
Write numberd ‘to-do’ list with checkboxes and everything.
Finish off with a glass of wine.
Do all the stuff I need to do.
ELIMINATEDISTRACTIONS
notificationbreakdown
Filter the noise. Do your priorities. #wintheday
Just look at all
that free time!
Perhaps I’ll knit a quilt!
Just look at all
that free time!
Perhaps I’ll knit a quilt!
PERHAPS YOU WON’T.
Protect your calendar. #wintheday
THE MANAGER DILEMMA
# of peopleyou hire
# of hours you work
The ‘See Below’ Email
See below…
Boss Person [email protected] ____________________________
To: [email protected] From: [email protected]
Good Morning, Boss Person!
How are the kids? Judging by your recent Facebook posts, I’d say your trip to Bermuda was the tops!
Anywho, I’m reaching out to give you an update on that project that you an I were working on exclusively. You remember. Well, I’ve finally heard back from Fran and turns out…
The ‘ASAP’ Email
Hi!
Could you take care of this thing for me ASAP? I only ask because I know that nothing you’re working on could possibly be more important than this task that I’ve just remembered.
Thanks!
Boss Person [email protected]
The Overreaction Email
Team member,
I can’t believe you let this slip through the cracks! Honestly, what were you thinking? I should have just handled this myself and, trust, next time I will.
Boss Person [email protected]
ASK BETTER QUESTIONS
Be a better leader. Empower your team. #wintheday
CUSTOMER SUPPORT IS HARD
THIS IS NEVER A GOOD EMAILWe need to talk
Hi, Jimmy
We need to talk. Are you free at 5pm today?
Sincerely,
Jane Smith Really Important Customer
Communicate early and often. #wintheday
AND THAT’S HOW WE#wintheday
