Rome Floyd Chamber Small Business Spotlight – Courtyard Rome Riverwalk, Lazarus Tribe Wellness, and Wayne Davis Concrete
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Customer Experience Tip: It’s Not a Transaction, But an Intersection!
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CX Tip: It’s Not a Transaction, But an Intersection!
Lee Kantor: [00:00:06] Lee Kantor here from Business RadioX. Jill, today’s customer experience tip is it’s not a transaction, but an intersection. Please tell us more.
Jill Heineck: [00:00:14] Well, we’d like to think of each customer as a lifelong relationship, right? And it will change the way you interact and communicate with them. You know, being a good listener, it’s not always what you say or do, but it’s how you make people feel that matter the most. You know, I’m not your only customer, but make me feel like I am, and that you can address any and all of my concerns.
Jill Heineck: [00:00:35] Recently, I had an account mix up at a large regional bank. My experiences in the past at this bank have all been pretty much muh, to say the least, but the last one hit it out of the park. The bank rep continued to reassure me that he would call everyone he could internally in an attempt to get the answer we needed. And let me tell you, he certainly delivered to the point that he may have probably called me two or three times that day to give me status updates. In 22 years of business, this has never happened. So, this rep created an intersection between a transaction and an interaction that could last another 22 years. That’s the tip for today.
Lee Kantor: [00:01:10] Great tip, Jill. Thanks for listening.
Connect with Jill at heineckandcompany.com.
John Morehouse with Georgia Center of Innovation for Manufacturing
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John Morehouse is the Director of the Georgia Center of Innovation for Manufacturing where he is able to draw on his multiple decades of experience in order to meet the many needs of Georgia’s manufacturing industry.
From 2012 to 2016, John served as the Director of Manufacturing Education Programs at the Georgia Tech Manufacturing Institute. While in that role, John presided over the creation of the Technical College System of Georgia – Georgia Tech Manufacturing Institute student internship program which initially provided students at LaGrange’s West Georgia Technical College the opportunity to gain valuable hands-on manufacturing experience under the guidance of the State’s most advanced manufacturing higher education program, and has since grown to encompass the entire technical college system in the State of Georgia. From 2012 to 2016, Mr. Morehouse’s efforts in the areas of manufacturing education and workforce development resulted in more than $750K in funding for the Georgia Tech Manufacturing Institute.
In addition to his years furthering manufacturing higher education in Georgia, John spent nearly a decade in private-sector manufacturing. As a manufacturing engineer for Lutron Electronics and Lutron S.M., Mr. Morehouse led projects that resulted in reductions in manufacturing defects and customer returns, and tens of thousands of dollars in cost savings.
Mr. Morehouse has been published in multiple peer-reviewed scientific journals, as well as monthly magazines. He also holds a provisional patent.
Connect with John on LinkedIn.
What You’ll Learn in This Episode
- What is the Georgia Centers of Innovation?
- What role does the Center of Innovation for Manufacturing play in helping Georgia businesses?
- If I’m a new business interested in the Center’s services, how can I get connected?
About Our Sponsor
OnPay’s
payroll services and HR software give you more time to focus on what’s most important. Rated “Excellent” by PC Magazine, we make it easy to pay employees fast, we automate all payroll taxes, and we even keep all your HR and benefits organized and compliant.
Our award-winning customer service includes an accuracy guarantee, deep integrations with popular accounting software, and we’ll even enter all your employee information for you — whether you have five employees or 500. Take a closer look to see all the ways we can save you time and money in the back office.
BRX Pro Tip: What Your Client Really Wants
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BRX Pro Tip: What Your Client Really Wants
Stone Payton: [00:00:00] And we are back with Business RadioX Pro Tips. Lee Kantor and Stone Payton here with you. Lee, I know you and I both are big fans of clarity. Let’s talk with specific respect to getting absolute clarity on the result your client really wants.
Lee Kantor: [00:00:18] Yeah. I think at the beginning of a conversation, a relationship with a prospect, you have to understand what a win looks like for them. You have to understand what is the result that they really, really want. Not the thing they might say they want at first, but really dig deep and to find out what it is that they’re trying to get out of the relationship. And a lot of times it’s not obvious. A lot of times I know in our business, people come to us and say, “I want to get more popular on social media. I want more engagement and things like that.” But what they really want is one more client or two more clients.
Lee Kantor: [00:00:55] And when you really get clarity around the result that they’re trying to achieve and you get them to kind of verbalize that and to announce it, then you have something. Now you’re clear and now you can aim at that goal. And you don’t have to get distracted by these other kind of breadcrumbs that might be on their way toward their ultimate goal. But they’re not really the ultimate goal that they’re looking for.
Lee Kantor: [00:01:20] So, I recommend just keep asking why a bunch of times about why you want that. Why do you want that? Why is that part important to you? What is it that you really, really want? And once you understand what they really want, now, you can deliver that. And that’s the metric that matters, and that’s where you should be held accountable for and your client should be held accountable for. Because if we’re trying to achieve that objective together, then now we have something to aim at. And, now, we know if it’s working or not.
Rosché Brown with Doctor of Rethinking
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Dr. Rosché Brown is affectionally known as the “Doctor of Rethinking.” As a licensed clinical psychologist, financial coach, author, and professor, Dr. Brown challenges her students and audiences to “remix” their thinking to cause a mind shift into a “new way” of being on the journey of Spiritual, Psychological, and Financial Empowerment.
In her blended approach of spiritual teachings and life applications, Dr. Rosché delivers impactful teachings in workshops, motivational talks and one-on-one coaching sessions. She infuses psychological principles in her interactions to create rich and deep experiential learning environments.
She recently launched her passion projects “Financial Mastery” and “Rethinking Money University” that is dedicated to help people change their money brains so they can make, manage, and multiply their money.
Dr. Rosché solidified her commitment to life-long learning by achieving her Doctorate of Psychology at the amazing age of twenty-five. She is regarded as financial psychologist, thought-leader on remixing clinical and academic principles to serve today’s clientele.
Jeff Kirchick with Next Caller
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Jeff Kirchick is Vice President of Enterprise Sales for Next Caller, a Y-Combinator backed technology company based out of New York City. In his role at Next Caller, he has helped lead the company by managing the sales team while also selling to some of the largest companies in the world.
What sets him apart has been his ability to build authentic relationships with his customers. He has led a successful sales career for over a decade and spends much of his free time mentoring younger sales professionals who are interested in sales as a career, particularly those who come from underrepresented backgrounds in tech sales.
A 2010 graduate of Princeton University, he is an avid writer who hopes to become a screenwriter someday. In his free time, he enjoys Boston sports (primarily the Boston Bruins), running and exercise, collegiate wrestling, meditation, cooking, listening to podcasts, and learning. Ultimately, what brings him joy is being able to touch the lives of others in some meaningful way. He currently is living in Cape Cod.
TMBS E143: David Treat, The Future of Digital Currency
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THE FUTURE OF DIGITAL CURRENCY
Expert Available to Talk About the Possibility of a Central US Bank Digital Currency in 2021
Digital currency is the wave of the future and central banks around the world are weighing introducing a new kind of money – one that will allow us to transact in our digital world, safely and securely. Well, a recent survey by the Bank of International Settlements found that 80% of the world’s central banks surveyed are engaged in research, experimentation, or development of a central bank digital currency (CBDC.) Furthermore, 20% say they would likely offer a digital currency by 2025.
About Dave Treat
Dave Treat is a senior managing director, global lead of Accenture’s Blockchain Business, and Accenture’s Lead of the New York Fintech Innovation Lab. He has over 20 years of experience in Financial Services split between consulting and industry roles spanning Capital Markets, Retail Banking, and Cards.
Over the past several years, Dave has driven the formation of Accenture’s Blockchain Business which now spans the globe, engages clients across all industries, and ranges from pure R&D to full-scale client business transformation.
Andrew Pentis with Student Loan Hero
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Andrew Pentis has covered the cost of higher education and other personal finance topics, starting with ValuePenguin in 2015. His work has appeared in more than 40 publications, from LifeHacker and U.S. News & World Report to Marketwatch. He also pens an “Ask the Expert” column for Debt.com.
In addition, Andrew previously worked in marketing for a leading online lender, where he got to see behind the curtain. He’s also been quoted as a student loan expert on dozens of occasions, including on NBC News, CNBC, Fox Business, Yahoo! Finance and Kiplinger.
Andrew received his bachelor’s degree in print journalism and mass communication from Arizona State University’s Cronkite School (thanks, in part, to $11,000 worth of scholarships). He was named his graduating class’ Most Outstanding Undergraduate.
More recently, Andrew earned his student loan counselor certification from the National Association of Certified Credit Counselors. Before that, he guided one Harlem, New York City student through the financial aid process, thanks to the iMentor program.
In the time since, Andrew has enjoyed helping family, friends and anyone else who asks for help managing their education debt. Andrew’s “Ask a Hero” column appears on Student Loan Hero — and he’s always accepting reader questions at apentis@studentloanhero.com
Follow Student Loan Hero on Facebook and Twitter.
What You’ll Learn in This Episode
- The end of the student loan moratorium and it’s impact on Georgians
- With Georgia student loan portfolios totaling $65.3 billion, and residents juggling average monthly payments of $277, the end of this moratorium will likely negatively affect their finances
About Our Sponsor
OnPay’s payroll services and HR software give you more time to focus on what’s most important. Rated “Excellent” by PC Magazine, we make it easy to pay employees fast, we automate all payroll taxes, and we even keep all your HR and benefits organized and compliant.
Our award-winning customer service includes an accuracy guarantee, deep integrations with popular accounting software, and we’ll even enter all your employee information for you — whether you have five employees or 500. Take a closer look to see all the ways we can save you time and money in the back office.
BRX Pro Tip: Calendar vs To Do List
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BRX Pro Tip: Calendar vs To Do List
Stone Payton: [00:00:00] Welcome back to Business RadioX Pro Tips, Stone Payton and Lee Kantor here with you. Lee, in terms of self-management, lots of tools available out there, certainly a number of disciplines that we all should be, at least, considering exercising to be more productive and effective. But you have an idea with regard to utilizing the calendar rather than a traditional to-do list, yeah?
Lee Kantor: [00:00:27] Right. I haven’t figured out a way to use to-do lists effectively. And it’s frustrating for me. I try all the new to-do apps and none of them really kind of worked for me. But something that has worked for me is using the calendar instead of the to-do list. I don’t mind kind of writing a list of all the things that I have to do and then just taking that list and plugging them into the calendar.
Lee Kantor: [00:00:55] So, maybe every week you look at all the things you’d like to accomplish in the coming week and then just start plugging them into the calendar. Put in exercise, you know, put in maybe meal prep, maybe deep thinking about big challenges, put in your normal day-to-day work, your meetings, your sales prospecting, you’re connecting with clients, whatever they may be, following up sales leads. Whatever task is critical to your success, just block it into your calendar ahead of time each week.
Lee Kantor: [00:01:24] People break promises to themselves, but they don’t break appointments. So, a lot of times people are like, “Oh, I’m going to start exercising next week.” Well, the week comes and goes and you didn’t do it. But if it was in your calendar, there’d be a higher probability that you’d be doing. So, make appointments with yourself in your calendar and see all the things that you’re going to be able to get done if it’s in your calendar. A lot of people look at their calendar and go, “Okay. At 10:00 I’m going to exercise,” and then you exercise. You don’t think about it. It’s just another task that you’re doing that day. So, use your calendar to your advantage and really leverage the power of making appointments with yourself.
