The Psychology of Customer Service

Here is the transcript from the video: Ty – Hi, my name is Ty Bennett, I’m the author of The Power of Influence and The Power of Storytelling and in today’s video we are going to share with you the Psychology of Customer Service. I say we because I have a coaching client and friend Sydne Jacques here with me in studio and Sydne and I will be doing this video together. Sydne, thanks for being here. Sydne – I’m happy to be here. Ty – Sydne, let me brag on you for a minute – for those of you who don’t know Sydne – she is the Founder and CEO of Jacques and Associates, which is an multi-million dollar, award-winning engineering firm. Sydne is the also an amazing speaker and expert on creating distinction and as we were discussing customer service one day, we broke down the psychology of
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A Common Mistake That Destroys Leadership

There are many mistakes that leaders make that undermine their leadership and influence. Most of them are based in self-interest, ego and apathy, https://bit.ly/1riMy5L (link to last blog) but there is one common mistake that destroys leadership on a regular basis. Too many leaders are guilty of hypocritical expectations – meaning they expect their people to behave one way and exempt themselves from the same expectations. We just finished a large remodel of our house, so I have had the good fortune of dealing with contractors for the last year. The truth is some were amazing and some were horrible. One of the horrible ones was the group who built the basketball court in the backyard; it seemed like a fairly easy project. They said it would take a few days. I gave them a 50% deposit and they got to work. After a couple of days the court was
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The Three Biggest Obstacles A Leader Must Overcome

What stops leaders from making an impact? It isn’t title; position or authority – that’s not what leadership is based on. And it can’t be the fault of their team. Leadership drives the team. I believe what stops most leaders is themselves. We get in our own way. The 3 Biggest Stumbling Blocks for Leaders are: – Self-interest – Ego – Apathy Self-interest: Leadership is not about you – it is about the people that you lead. It is natural for all of us to think inwardly and worry about our own positioning, comfort and achievement, but that is not where influence is built. The leader who is willing to place other peoples interests first, to think outward and to serve others is the leader who makes the biggest impact. Ego: Ego makes a leader unteachable and unapproachable – two leadership killers. Keeping your ego in check means making it
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Stop One-Upping People If You Want To Connect

The common conversation: Statement: “I had the coolest experience last week. I was on a business trip in New York City meeting with a new client and they invited me to see Billy Joel in concert at Madison Square Garden! The seats were amazing and it was by far the best concert I have ever been to.”   Reply: “Well you know the coolest concert I’ve ever been to… We have all had a version of this conversation or possibly hundreds of them. My question is – how does this make you feel about the other person? When someone one-ups you in conversation it makes you shut down and close off. It doesn’t leave you with a positive feeling toward that person and it definitely hurts all future interaction. So why do we do it?   There are three main reasons we one-up others in conversation and fairly simple solutions
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Promote What You Love Rather Than Bashing What You Hate

Two years ago I was speaking for a high school leadership conference in Wyoming. There were about 300 teenagers in the audience and I talked to them about how they can be leaders and play to win in their life. After my speech several kids came up to me to thank me or tell me what they got out of it, but there was one girl who stood back and waited for everyone to leave and then she approached me. She asked if we could talk and we sat down at a table in the empty ballroom. She told me her name and said, “I’m struggling with something. I would like to get your advice.” I asked her what it was and she said, “I am a lesbian and I don’t feel like our counties laws are fair for people like me. Every day at school we stand up and
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Have You Ever Been Caught in The Act?

Have You Ever Been Caught in The Act? I just read that headline out loud and I think it could easily be misconstrued.  Trust me – this post is completely appropriate. So caught in the act of what? We all talk a lot. We preach and teach and explain how things should be done and the question is if you were caught in the act – would you be practicing what you preach? If I walked into your life unexpected at any given time – would I find you walking your talk? The reason I bring this up is because I was caught in the act twice last week and one was incriminating and the other was vindicating. We went on a road trip this last week to Las Vegas. (about a 5 hour drive) so my wife Sarah and I had a chance to talk quite a bit. Somewhere
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Leaders Have To Create Buy-in

Last night I watched a video by Brendon Burchard titled – What Leaders Really Do. Brendon made a point that stuck out to me because it is a leadership fundamental that is very seldom discussed. He said, “I think the most important leadership lesson in the world is that people support what they create.” One of the things that every leader and influencer needs to learn is how to facilitate the co-creation process. When people are heard they will be helpful. When people are involved they are empowered. When people collaborate they will be committed. I recently watched this process backfire. I am a member of The National Speakers Association. It is a fantastic organization that has benefited me and my career greatly. At the national convention in San Diego at the beginning of this month the association leadership introduced a rebranding for the association and a new name –
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Could You Compete At What You Do?

If there was a contest to recognize the highest salesperson, best manager, franchisee of the year, top executive, most influential presenter, rising entrepreneur or employee of the month – would you win? Could you compete? Last week we took our kids to a fun restaurant. There was a man coming around making balloon animals for the kids for tips and my kids asked if they could get one. We invited Leo over to our table and my son Tanner asked if he could make Scooby Doo. Leo pulled out his Iphone and googled an image of Scooby Doo. He said, “I haven’t ever done Scooby Doo, but I will do my best.” The result was amazing!                     Then our daughter Andie asked for a turtle and again we were blown away.                    
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No Complaining Week

This week is No Complaining Week. (Ok, I made that up) but I do want you to take the challenge to not complain for the entire week. Are you up for it? I know we are all guilty of complaining at times, but I believe what T. Harv Eker said is correct, “When you complain, you become a living, breathing crap magnet.” So why do we complain? Here are three reasons people complain and how to fix them. 1. We are not grateful. It is impossible to complain when you feel grateful for all that you have. When you feel gratitude you are happy, peaceful and take the ups and downs of life in stride. – If you find you are not feeling grateful for what you have – change your perspective. Go and visit a prison or volunteer at a homeless shelter, you will quickly become aware of all
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Be Interested, Not Interesting

If you have read my book The Power of Influence or heard me speak you have heard me share the idea that we should focus on being interested, not interesting. Influence comes from making it about them and when we are genuinely interested in someone else they will love us for it. My friend John Milton Fogg (Author of The Greatest Networker in The World) told me a story the other day that illustrates this idea. Years ago the Editor of Psychology Today was writing a book. As part of his research, he purchased a first class ticket from New York City to Los Angeles. He knew he would sit next to someone on this six hour flight and his task was to only ask questions. He wouldn’t volunteer any information about himself, instead he would do his best to make the conversation all about them. When they landed in
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