Episode Transcript

What’s up, guys, welcome back to THE a.m.

So last episode, I talked about how to measure and I actually want to talk more about that. I think it’s important just to go into a deeper level. How do you actually measure and test what you’re building, how do you measure success Okay? and so if, and I talked about how life is multi faceted, and how problems are normally deeper than what they seem at face value, and I’m going to start from that point.

I think one of the number one issues we face when problem solving and actually measuring for winning is short term solutions. So what I would call the band aid, okay, so the band aid is, I’ve got a fire, let me just deal with it, right? I’ve got a customer yelling at me. I’ve got a customer who’s really upset. Let me just deal with it, handle the situation. Okay, cool. That’s not a long term solution. That’s only solving the immediate fire that is right in front of you, the long term solution would be for that is to discover, hey, why are you upset? What happened? Where did we drop the ball? What was our fault, right? And then building a process to actually cover and prevent that from happening again. Okay, so you build a process.

So an example of this would be something just as simple. All right, your car mechanic changed the oil. You forgot to tighten the oil pan bolt all the way down so you got oil leaking from the bottom of the car. Customer comes home. They find all those spots in their driveway. They call you. They’re upset. How could you do this? Blah, blah. And then, okay, the fires. You’re right. You know what? Come back, it’s on us. All these things. You deal with it. And then the solution is, how do you make sure that everything is tightened down properly? Will you implement something like a little test? Let me put a white sheet of paper underneath the car. I wipe everything down. There’s no drops. Oh, there’s no drops of oil. On the white sheet of paper. You sign off on it. Your assistant mechanic signs off on it because he sees it too. He’s like, cool. We know that the bolt was tight and we know that there’s no leaks. And so here you go. You hand that to the customer with their receipt and say, Hey, this is our white paper test to show you that we tighten the bolt down so you don’t have to worry about anything, that process right there solves people from being upset. If you have a habitual problem of not tightening that oil pan, bolt down, and that’s what I’m talking about.

The band aid is okay, cool. You come back in. We’ll take care of it for you, and we’ll take care of you and treat you right. The second part is actually building a solution to keep those things from being prevented. It’s interesting because churn in customer base is created from lack of customer service and poor customer journey. It’s not normally created from price or price issues, because if people believe that what they’re paying for is valuable, and they believe they’re being served and taken care of, and they believe they’re understood, they are not going to turn they’ll keep your services, they’ll keep your product, they’ll keep you and they’ll continue to partner with you, if they believe those things in their lives are met.

And if you think about anything that you’re paying for, the moment that you stop paying for something is the moment you believe it’s no longer valuable to your life, or you have a bad customer experience, right? Bad customer experience part of that journey. And so it’s interesting, because if you focus on those two things, and you focus on actually, really providing a solution to prevent things that cause a poor customer experience or prevent a drop in value, you’re gonna maintain what you’ve built, and you’re gonna maintain loyalty within your customers.

Think about that’s how that’s how restaurants work, right? You have your favorite restaurant because you know that they’re consistent. You know the food ‘s good. You know they have that dish you like. It’s prepared the same all the time. There’s consistency in the journey. There’s consistency the waiters or waitresses aren’t rude or mean. They actually care about you. They fill your glass, they remember your name. It’s the journey that matters. And you’ll go back to that place and eat there again. And it’s that journey that matters.

And so I’m saying this because this goes back to testing and measurement. How do you test success? How do you test and measure the machine you’ve built? Cool, churn. ‘s part of it, right? I talked last time about, how do you know if you’re actually solving the problem? You should see it reflected in your numbers. You should see it reflected in the finances and in the monies. How do you know that you’re actually solving the problem? You should see the issues go away. Okay, we have this repeated issue logged and this means you just keep records of things. Okay?

This means that you are just keeping logs and records of things are going on the company, hey, we have this repeated problem, and that’s it. There’s a log of it. Okay, cool. This is big enough for us to solve, right? It seems to occur often enough that this is our important focus. And then you prioritize focusing on solving one problem at a time, not the issue, not the customer yelling, but the problem, what’s creating it, Right? The lack of process to make sure that oil pan bolt is really tightened down so there’s no dripping, and so there’s no leaking.

So anyways, guys, that’s it, and I’ll catch you later. Peace.