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 boss@company.com ____________________________

To: boss@company.com From: unknownperson@enterprise.net

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 boss@company.com

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 boss@company.com

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