Kris Krohn | Company Meeting

Kris Krohn | Company Meeting


Hey, guys. What’s up? Kris Krohn here. And
today, we’re talking about customer service. And right now, every company that
has clients is going to have customer service issues. And there’s one that I’ve
learned in the last 15 years is bigger than the rest. And as our team is
expanding and growing I’m finding that we’ve got some of the stuff creeping in.
So today, I am cutting the head off of the snake.
We’re going to get to the bottom of this. We’re going to fix this right now. What’s up guys? How we doing? Thanks to let
me interrupt. You guys I’ll have a good weekend? -Yes! -Good. Hey, so what I wanted to do
today is I want to have a little conversation with our team here –customer
service. By the way, who here thinks customer service is important? But who’s
in charge of customer service? You think Denise is in charge of customer service?
We’re all in charge… Wait. What do you mean we’re all in charge of it? -Because
we all have a role in the business. -We all have a role in customer service. And
we’re all to… By the way, how many of you deal with clients? So, by the way, every
single one of us is customer service. What does customer service actually mean
though? -Support. -Means support. -Respect. -Respect. -Building a brand. -Building a
brand. -Positively interacting with people who need something from us. -All right.
-Connecting. -Connecting. -Interacting. -Interacting. And by the way, there’s
different philosophies on what you want your service to look like, right? I mean
they’re famous like companies like Zappos out there and others that are
known for like what they do in the customer service world in industry. And
the question is “What is our philosophy and what’s our approach?” And this is a
big conversation. But what I wanted to do today is I actually wanted to talk about
number 1 problem I’ve seen and observed in the last 15 years when it
comes to customers. Because by the way, do customers always do everything they’re
supposed to? When they have a problem, it’s usually 1 of 2 things. Either
they have a personal problem or they have a problem with the company. Does it
make sense? And so, by the way, that’s kind of growing pains. That’s going to
happen no matter what. So, the question is “What do we think about that? What do we
want to do with it?” If you have a customer that has a problem, how should
we address it? What’s the best way? -As quickly as possible. -As quickly as possible. So, speed. What else?
-Calmly and kindly. -Calm and kindly. You’ve got to be good listener. -And
reiterate. Get clarity. -So, you got to fully understand what’s concerning for
them. -Customer service, it’s not about the
solution. It’s how solution arrives. A lot of times people’s experience with a
product service. You name it. Isn’t mechanically about what has or has not… -By the way,
there’s validity to everything that you’re sharing here. The number one
problem that I have found in customer service has nothing to do with customers
or even customers with problems. Do you know where the problem really emanates
first? –Our perception as a team. What do we actually believe the problem is? How
many of you have ever dealt with a difficult client and then it kind of
became the talk of the team and it kind of became part of the gossip train? How
many of you have ever had this happen before? Like… Guys, it’s natural, right? I
mean, if if you’re working with someone and they’re terribly irritated and it’s
like… And you think that they’re being totally unreal about something, then
before you know it, it’s like “You won’t believe the phone call I just had.” And
then it gets on the gossip train. And then it becomes kind of a thing. And one
of the things… Most of you don’t know this. I think there’s only one person in
the room that actually knows this. But years ago, we actually had a person that
had been a long-standing member of the team that isn’t here with us anymore. And
there’s one predominant reason why that one individuals not here. They
were incredibly competent. They were actually gifted they’re really good at
what they did. But the one thing that they let out with is they led the gossip
train. And it could not be stopped. So, if something bad happened, everyone was
going to know about it. By the way, when we talk about dealing with a difficult
customer, what happens to energy? Up or down? -Down. -Does your energy go up or down? But
then… But that’s not the bad part. The bad part is what happens when you actually
have to talk to that person again? You don’t want it. You’re already in a bad
mood. What else happens? -You’ve made assumptions about them that aren’t true. -You’ve assumptions about them that aren’t
necessarily true. You create an expectation. You were hard
then you’re going to be hard today and you’re going to be hard tomorrow. So,
you’re going to be difficult. You know, the reality is that when… You know, people
are going to have differ recollections of their perception.
Problems will rise and they need to get resolved. But my personal experience is
that if a team comes together and unifies in how we want to feel about
clients that are struggling or having a difficulty, we can create an altogether
different experience. How could we change it? What would we have to change
internally if we wanted to change the the gossip train? The negativity? And have
a kind of pass around and becoming the next thing that gets talked about?
Bringing everyone’s energy down and then… By the way, when you do have to
talk to that client again, are you more excited or less excited? -Normally less
excited. -You should keep your mindset very
positive because your job is to fulfill and to make a good experience for them.
-Yeah. And by the way, sometimes genuinely we have clients that we don’t want to
have his clients. Sometimes, we just want to give their money back and say, “We are
not a fit. I don’t know how you made it through the… Through
the crowd gates.” You know what I mean? Let’s unwind this thing, right?
You made it through the gauntlet you weren’t supposed to. But once we have
someone we have their responsibility, this is what I don’t want to ask you
is I’ve noticed that we’ve got an amazing team. Often incredibly positive
about our clients. We have a lot of clients. My question is what can we do as
a team regarding gossip so that we get more and more energized about clients or
create awareness for people have issues? And we basically turn it into like a
positive thing instead of a like the negative thing? How do we do that? So, So, first and foremost, if there is a
reoccurring pattern… By the way, if there is a reoccurring pattern and multiple
people are having the same problem, whose problem is this? Is this a personality
problem with the client or is this a company problem? -Company. -How come it’s a company problem? -It’s reoccurring. -It’s reoccurring. So, you have to correct reoccurring problems. I agree. what else? -Improve product instead of… It’s not
enough to just correct it. You have to improve it and make it actually work.
So, you even take a weakness and turn it into a… -Strength. -Okay. So, you get ahead of
the curve. So, weakness is the strength. Love that. What else? So, in my experience,
what I try to do with it is I want to turn it around.
-Okay. Maybe something wasn’t captured, maybe something was miscommunicated. Maybe they misunderstood. There’s got to be something there. And so
my job is to try to analyze it and make it something positive and turn around.
-And I think part of that… So, I do think attitude is part of it. How do we want to
feel as a team about working with someone that has a problem? And let
me break it up into 2 scenarios. If we’re dealing with someone who has a
problem that we created, how should we feel about it? We want to take ownership
and say… What can we do to what? No, because all they’re doing is they’re
actually the voice. They’re our teacher in that moment. They’re saying, “You guys
need to align your expectations with your reality. And right now,
there’s the disparagement. So, I totally agree. If someone has a problem and it’s
reoccurring, I’m stopping and I’m saying, “How did I create this?” And I’m not going
to throw them under the bus. If I felt like someone needed to be thrown under
the bus, who would I throw in the bus? -You. -I would
just look internally and be like, “How do we correct this? Because I’m not going to
blame them for having this issue.” So, that’s cool. What do you do though when
you’re dealing with a difficult client that has a… What we might call it?
A personality disorder… Or conflict? Or like.. We just don’t see eye to eye, right?
Accuracy has been communicated and they become angry or belligerent. Like what do
you do when you have a difficult client? What do we want our team’s philosophy
then? -I think that’s the complexity
of the client. And I I personally have to get feedback about how to deal. So, I
often go and talk to a team member and say, “I just met this…” Or I might introduce
them prior to actually getting feedback from them. They’re aware the person is.
Then I don’t know… “What do you think?” -And I think that you can lead a
productive conversation or an unproductive conversation. Like, you can
actually be talking for the sake of actually digging up drama or you can
have… Or the intention of the conversation can be to find a solution
or resolve the drama. And I think that’s where the important.
Guys, we can’t keep quiet. If someone has an issue, we it needs to be
talked about. The question is “How do you do it productively?” -Yeah. I think you if
you collaborate with each other, there’s no problem there. It’s when
you communicate with a team member about a client and it’s negative and drags you down, that’s how you know you’ve crossed the line. For example, Let’s dig up a solution versus let’s just talk about this.” -Yes. -Collaborate with each other,
“Hey I have had this issue. And I know it’s nothing to do with the company. But this
person approached me this way. How do I go about approaching them that would be
a positive way?” -So, it’s always a solution oriented mindset. And it’s always saying
we’re gonna talk about the hard thing so the difficult things. We’re doing it in
an energy that says, “How do we address this? How do we improve this? How do we
make it better?” -Yeah. -Totally. What were you saying, Denise? -I was going to say that if I’m
not able to resolve the problem with everything I know, sometimes I give them
the opportunity to tell me how can I actually help you? What do you feel that
would satisfy the solution? You need me to contact someone above me? And if
that’s the case and I’m more than happy to do that?” Sometimes I don’t know what
they need. So, I have to ask. “What do you need to feel like this is resolved?”
And by doing so, I give them the opportunity to to know that we’re
working as a team. I’m not working against you. And working here for
you. -So, I love that. I’m running down collaborate which means if you feel like
you can’t solve it on your own, then get some additional help from the team.
Someone brought something up earlier that Derek said that I really liked
which is speed. By the way, if someone has a
misperception or if there was a miscommunication or a missed expectation,
that how important to speed? Or what if you get on the phone to resolve it and
you can tell it’s still not resolved? Is it resolved? -No. -No. But we could just wait
for it to boil over again, right? -No. -So, you know, for me, you go for… You
collaborate. You go for speed and then I think the third one that’s really key is
you work towards a solution until you feel or hear from them specifically. You
could even ask, “Does this resolve your concern?” And our personal philosophy here
is guys white glove. Which is how do we go above and beyond? How do we
excel in doing that? How do we not just correct and meet the expectation? How do
we actually show that we’re a team that really loves and cares and goes beyond?
And that’s what I love about the people around this table. That’s what I actually
love very much about who you are because everyone here is a good soul. Pure soul
that wants to do right by people. And I… And so, I think that’s really important.
Where I think that we as a team should focus on proving. The reality is guys I
think we do an incredible job representing our clients. I feel like we
do an incredible job internally in how we talk about them as well. How many of
you also know that once in a while, we have a couple of special cases. And then
it gets a little bit on the train a little bit, right? And when that happens,
you know, my only invitation is to say, “Hey, if we talk about it negatively…” By
the way, I’m guilty of this. I’ve done this before. I’ve noticed that when I do
poke fun at it or make it light-hearted or share it. “I can’t believe how
incredulous this was.” But it never improves my energy. It never gives life
energy for us. It never makes me feel better. And it never gets me more excited
to deal with the client. Actually the opposite, it makes it more horrendous. It
makes it more difficult and it makes it more challenging. And so, years ago, we
made a tougher goal. We hadn’t made a very tough difficult decision. And you
know, we lost a member of our team because it was just… It was just
happening too much. I feel fortunate for the team we have today. I think today’s
conversation is really just a super-important reminder that we just
say, Hey, let’s help each other.” That if we ever have a difficult client, difficult
circumstance, we always first say, “How do we take responsibility? Is this a
patterns? Is this something we created? And if not, collaborate.” Like
what is the best solution? How do we help this person? And how do we get to the
time point where we have verified that we have in fact created a real solution
and nothing short of that? And I think that’s something that we’ll solve. I
think one of the biggest issues in all customer service which is just our
philosophy in how we feel as a team about difficult situations circumstances
are people. That make sense? Awesome. So, what’s one action item we can
walk away with here as a group? What’s one commitment we can walk away
with as a group to just step it up on this side of the game? What do you think? -I think we should connect. Recently, where something was unclear,
does that conversation of giving them time. I think that’s understood and validated. -Then that’s… Like you said, if we collaborate and like Danny said. If
we offer them further solutions and clarify what you said. As you know, “Is there
anything else that I could do to help?” I think that would be great. -Yeah. And
I think the key there is you said it. You spoke with them. Email we’ll correct
it. I sometimes use text to correct things.
It’s hardly effective. But the only way to really verify us to really get to a
real connection with someone. To care enough about saying, “Hey, I’m giving you
time because you need that time. Let’s work through this together. Let’s figure
it out in this level of the game.” I think that’s a great… How many of you think we
can all agree to doing that? Help each other out with that? And by the way, if
you’ve got a difficult one, then ask for help. That’s what we’re all
here to figure out how to do together. So, thank you guys so much for being here
for the training. Appreciate it. And we’re going to rock this out to the next level.
Thanks guys. Awesome! Hey, thanks so much for watching today’s
video. I hope that it shed light and brought
the solution home for you. I mean, the cancer starts from within not from
without. And it’s not about your clients. It’s about how you react to your clients
and what you think about them. So, correct to thinking about them and then guess
what? Doesn’t matter how many problems you get. Your team will be literally
ready to handle that like pros. Listen, if you’re not a subscriber to the
channel, make sure you take care of that. This channel is fully dedicated to
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with other people. Take care. We’ll see on the next video.

6 Comments

  1. Andre Corniel says:

    Great company meeting ! This channel has helped my business and my YouTube channel thanks ! πŸ‘πŸ’ͺπŸ™‡πŸ»β€β™‚οΈπŸ‘¦πŸ»πŸ˜€πŸ’―πŸ’―πŸ™πŸ™πŸ™

  2. Rick Tesno says:

    As business owners and customers, we've all been on both sides of the interaction called customer service. Thanks, Kris, for opening up about the way you manage your business and this integral process!

  3. Paul Olson says:

    Love the β€œbehind the scenes” content. πŸ‘πŸ‘

  4. MikeG82 says:

    women not gossiping in the workplace? no such thing

  5. Ankush L says:

    So glad im not in customer service any more.

  6. zippy0099 says:

    Hats off at the table.
    Elbows off the table there rambo.
    Kris, you need to walk around the table more, so the same people aren’t breaking their necks the whole time.
    No one is writing down the notes Kris is writing on the board…πŸ€¦β€β™‚οΈ…you’re all fired!

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