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Scaling Happiness - How to provide amazing customer service in a digitally distracting world

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Jimmy Mackin's keynote from #CuraytorExcellence - Scaling Happiness.

Published in: Marketing

Scaling Happiness - How to provide amazing customer service in a digitally distracting world

  1. 1. Presented by @jimmymackin
  2. 2. THE SUCCESS PROBLEM
  3. 3. CUSTOMER somehow this is possible. TIME @chazhutton
  4. 4. The Realtor Zone PRODUCTIVITY # OF HOURS WORKED
  5. 5. my realtor is my realtor is lazy my realtor is slow my realtor is not doing her job my realtor is not selling my house
  6. 6. Control the chaos in your business, so you can work on your business. #wintheday
  7. 7. PUBLIC ENEMY #1 # of emails sent per day year
  8. 8. NONE A LOT TIME care factor # of emails “fuck it” threshold @chazhutton
  9. 9. 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
  10. 10. Tame your inbox. #wintheday
  11. 11. 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.
  12. 12. ELIMINATE DISTRACTIONS notification breakdown
  13. 13. Filter the noise. Do your priorities. #wintheday
  14. 14. Just look at all that free time! Perhaps I’ll knit a quilt!
  15. 15. Just look at all that free time! Perhaps I’ll knit a quilt! PERHAPS YOU WON’T.
  16. 16. Protect your calendar. #wintheday
  17. 17. THE MANAGER DILEMMA # of people you hire # of hours you work
  18. 18. 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…
  19. 19. 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
  20. 20. 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
  21. 21. ASK BETTER QUESTIONS
  22. 22. Be a better leader. Empower your team. #wintheday
  23. 23. CUSTOMER SUPPORT IS HARD
  24. 24. THIS IS NEVER A GOOD EMAIL We need to talk Hi, Jimmy We need to talk. Are you free at 5pm today? Sincerely, Jane Smith Really Important Customer
  25. 25. Communicate early and often. #wintheday
  26. 26. AND THAT’S HOW WE #wintheday

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