296: Create a Great Customer Experience, Build an Environment Where People Love to Work, and Solve a Real Problem for Lasting Change with Kenneth Bator

Kenneth Bator from BTCINC.net says that you should align your brand, culture, and strategy for maximum results. Pay attention to the little details that your customers love, that keep you consistent and removes your decisions. Write and implement service standards. For example, you may always show up 15 minutes to meetings, greet customers in a certain way, or respond to calls and emails within 3 hours.

Also, ask yourself: 1. Who do I want to serve, and 2. What problem do I want to solve?

Quotes:                                                                                                                                   

“People aren't buying products and services. They're buying solutions to their problems.” – Kenneth Bator

“If you're going to put a service standard on paper, you darn well better have the resources and the wherewithal to adhere to it.” – Kenneth Bator

“If you're the smartest guy in the room, you're probably in the wrong room.” – Kenneth Bator

Takeaways:

04:47 Create a consistent, detailed customer experience that goes beyond just delivering a product or service.

05:18 Write down clear service standards to remove decision-making friction and ensure team consistency.

14:57 Focus on solving specific problems for a well-defined target audience rather than trying to serve everyone.

16:53 Understand that customers buy solutions to their problems, not just products or services.

22:03 Regularly review and adjust your business standards and offerings to maintain brand alignment.

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Filed in: Archive 2: 2017 • Interview • Podcast • Real Estate