Ep. 320 – Caring About What They Care About: Building a Customer-Centric Business


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Episode Transcript.

What’s up, everybody? Welcome back to THE a.m guys. Welcome back to five minute rants. I’m your host, Michael Abernathy. And welcome to the show predicated on the journey of life and business. Hey guys, real quick, if you know somebody whose life would be better by listening to the show, would you partner with me in changing lives and share it with them? I appreciate it.

Well, today, I really wanted to talk about, really, I guess you could say creating a business that is focused on the customer. So customer centric business. And I want to start off by this, the heart, if you’re going to create a business that really serves people that has impact in other people’s lives, that really gives value to people, the heart behind it has to be of serving the customer. In other words, and this my definition of serving, doing What is best for myself and others, if I’m not gonna be able to do what’s best for myself, and others, and I’m not talking about greed is what’s best me, me making the most money. That’s not what’s best for me. What’s best for me has been an honorable person, when both people win in the negotiation, when both people win in the deal, right? Everybody wins.

And so I’m not talking about being greedy, or anything like that. When I say what’s best for me, I’m talking about doing this based off morals and principles, to be an honorable person, or somebody who is trustworthy to partner with to be a man of my word, and for the company to be a company of its word. So anyways, I’m saying all this because the heart is to do What is best for myself and others. And normally, if I am going to do be a man of my word, be honorable, it’s going to automatically be best for others. And that’s the same thing when building a company that’s focused on serving customers.

And you normally need to start there with that heart position of why are we doing What we’re doing? Is it to make money? Cool, that’s great. But is it actually to change lives, that’s way better than money. If you just want to make money, there’s a lot of ways to do it. But if you actually want to create change and real impact, and serve a greater good, do something that is beyond you, as an individual into something that is bigger than the company itself, it really takes real work and effort with real vision in a real heart or greater good, real purpose behind that vision of why you’re doing What you’re doing. Right. Like one of the things that we want to do with intranet with the companies we’re doing is we want to change the way businesses done, we really do we want to change the way we’re business is really focused on money.

And there’s there’s a reason for that, because companies don’t grow and live without money. Money’s like blood flow. It’s like oxygen companies needed to live, right companies needed to exist. But at the same time, there’s such an extreme to where a lot of that has been taken to an extreme to where again, like I said, it’s not really being done What with what’s best for others, and myself. And so the point of that is, is we want to create a company that is really focused on serving people serving the people that work for us. And being like the best place to work, we actually care about them, we care about their families, their personal goals, and then serving the customer. What do they actually want from us? Right? How do they actually want the services we’re offering to the services we’re offering even matter.

Because there’s a lot of companies and a lot of entrepreneurs when they start, they are so product focused, and so in love with their skills that their product or service that they forget that the company, the customer might not even care about this because it doesn’t give any value to their lives. So we are highly intentional about understanding the value of What the customer wants, What do they really want? Why do they want this? What pain does this remove in their life? Right? What pain Does it remove in their life? What value does it add to their life? And is it work that they want off their plate? Is it a product that they need that actually adds value to their lives are different things like this is? Is the customer more concerned about quality or price more often than not? Most customers are concerned about quality, not so much price, right?

And so the point of What I’m trying to say is this is if you want to create a customer centric business, you actually have to know your customer, right? And if you are already in business and want to know What your customer values pick, I would say your top five customers and ask them What do they value? Why did they hire you? Why do they like you? Right? And I think you’d be shocked and surprised by some of the answers that they give you. Right? Several of our customers are like man we love you guys because you just keep fires away from our lives like when we give you stuff we don’t that we expect there to be no fires because that like yall rep that’s What they cared about. Not not just oh, did we help them grow this month that we helped generate new revenue, wow you gave me peace. Right? Think about that.

That’s like the example that I talked about a plumber. Most homeowners house people home owners, they care whether the plumber is dirty or messy and will clean up after themselves and looks nice more Then What type of fitting they’re using or What type of pipe they’re using or those sort of things. Think about that. So it’s really changing your values to What your customer value is caring about What your customer cares.

Anyways guys, I’m out of time. So I’ll catch you later peace.

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