BRX Pro Tip: Customer Service – Do Not Automate
Stone Payton: [00:00:00] Welcome back to BRX Pro Tips. Stone Payton and Lee Kantor here with you. Lee, let’s continue our conversation on customer service. There are just some things you can’t really automate, right? And maybe this is one of them.
Lee Kantor: [00:00:16] Yeah. You know I’m a big fan about automating as many things as possible in order to scale the business, but customer service is a difficult thing to automate, and it might be impossible in terms of kind of really serving the clients that we have because, again, our business is we don’t have hundreds or thousands of clients. We’re not this mass company. We’re dealing with a handful of people. So, it’s better, I think, to lean into the customer service as a way to differentiate and provide more value to the clients because in our business, I mean, every client’s important and it’s worth the time invested in personalizing the experience, so that you can keep that client for a long time.
Lee Kantor: [00:00:58] So, I’m a big believer in over-promising and over-delivering. I think that we should give them an offer that is so overwhelming that that’s almost impossible to say no. And then, I believe that we have to over-deliver the service. And when you do that kind of regularly, you’re going to get the clients you need, and you’re going to keep them for a long time. But in order to overshoot and exceed their expectations, you better be charging enough, so that you can afford to do that in the manner that’s going to kind of deliver and over-deliver on the promise that you’re making.
