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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What Caused The Financial Crisis and Is It Affecting You

What Caused The Financial Crisis & Is It Affecting You I realize that the title of this blog might cause you to believe this is a post about money. It’s not. This is about failure. Specifically what causes it. Think about it – What causes failure? As I’ve asked people that question the typical response is incompetence. It is a lack of knowledge or skill needed to get the job done. And while that may be true on a small scale – significant failure is caused by something very different. What caused the financial crisis? Was it incompetence? If we believe it was incompetence then we are saying that everyone on Wall Street is an idiot, which may sound funny, but it’s not true. The people working on Wall Street and those who contributed the most to the financial crisis were some of the most competent people out there. What
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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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3 Pieces of Advice Every Entrepreneur Needs To Hear

What’s the best advice you have been given as an entrepreneur? I started two businesses in High School that each did well over $100,000 in revenue. Then when I was 21 my brother Scott and I started a business in direct sales, which we built to over $20 Million in annual sales while still in our twenties. It was in the process of building our business that I received three pieces of advice that were transformational for me. I think they are three pieces of advice every entrepreneur needs to hear.   Advice #1 – Treat Your Business Like A Business – Not A Hobby In the beginning stages of our business my brother and I had a mentor named Lon Wardrop. Lon is a successful entrepreneur who used to tell us – “If you treat your business casually – you will become a casualty.” In the beginning we were
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The Commitment Scale: How Committed Are You?

What is the most important ingredient to achieve any goal? All of us have goals in our lives whether that is to build a business, to lose weight, to be, doing or have anything in our life; I believe that the most important ingredient to achieve any goal is COMMITMNENT. On my office wall I have a mantra that I believe to be true: “When you are interested you do what is convenient. When you are committed you do whatever it takes.” A high level of commitment is really what is required to achieve major goals in your life, and that brings us to the Commitment Scale. There are Four Levels of Commitment. If you understand this scale then you can consider your level of commitment and begin to understand may not be achieving at the level you want. The First Level of commitment is distraction. Most people live their
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Empathy Is A Leader’s Best Friend

When leadership is executed with empathy it changes lives. If we understand that leadership begins and ends with people – then we understand the need to develop relationships, make connections, and partner with our people and show empathy. Empathy is the ability to mutually experience the thoughts, emotions and direct experience of others. Empathy helps us lead individually not collectively. Empathy gives us unique insight into people. Empathy encourages leaders to understand the root cause behind poor performance. Empathy allows leaders to build and develop relationships with those they lead. Empathy as a state of mind breeds more listening, more understanding and therefore more leadership!   The Story of Ms. Thompson Ms. Thompson was a fifth grade teacher in an affluent suburb. Each year at the beginning of the school year she would tell her class, “Children, I have no favorites, I will treat you all the same.” This of
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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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The Power of Laughter

A few weeks ago we went with my family to our family cabin in Idaho. For one of the adventures we took the kids white water rafting in Jackson Hole. It was fantastic! On the way back to the cabin we stopped at Frosty Top to get some ice cream. We all ordered our ice cream or root beer floats and then sat outside and waited for it to be delivered. A teenage girl brought out all of our ice cream on a tray and as she reached across to hand someone their ice cream the trey slipped and she dumped an entire root beer float on the head of my eight-year-old daughter Andie. Andie was literally drenched in root beer float but much to my surprise – she laughed! We all laughed and although the waitress felt horrible – Andie’s laughter eased the tension and turned what could have
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Advice From Joseph Stalin That Will Change The Way You Communicate

I am currently working with Colorado Children’s Hospital to help them develop their story for their upcoming fundraising campaign. Colorado Children’s is a remarkable facility that has moved to the number three ranked children’s hospital in the nation and the goal for this upcoming campaign is over $300 Million dollars.   How impactful would your communication need to be to raise over $300 million?   As we had our initial meeting I shared a thought that is helping to shape the story and it is an important concept for every communicator to understand if they want to be effective and influential.   The concept comes from a quote from Joseph Stalin. (It may be hard for you to get your head around a mass murderer’s advice being applicable to a hospital that saves millions of lives – but go with me for a minute).   Stalin said, “One man’s death
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