549: Respectology: Separate Your Business From Your Competition and Beef Up Your Customer Support Interactions with Brian Baker

Brian Baker from Respectology is a motivational speaker -- more accurately, a social & emotional intelligence training coach. He's based in the Sacramento area and provides corporate training to help business run with civility, manners, courtesy, and respect. He helps to "debug the system" in your business.

Quotes:                                                                                                                                   

“It's really about improving relationships and improving the world one interaction at a time.” – Brian Baker

“If you can get people within the company to treat folks like guests and not like customers, that kicks the experience level up a great deal.” - Brian Baker

“You can help individuals get better. You can't necessarily change them. But one of the things that you can do to help performance get better is that you can begin to change the environment.” - Brian Baker

Takeaways:

04:30 Treating customers like guests instead of transactions can dramatically improve business relationships.

08:44 Ongoing coaching after training ensures that learned skills become permanent workplace behavior.

20:32 Companies often set objectives that accidentally undermine their primary business goals, requiring external perspective to identify and correct.

25:29 Internal employee interactions directly reflect and predict external customer experiences.

27:03 Civility and respect are critical productivity tools that can differentiate a business from its competitors.

Resources

Podcast: Play in new window | Download (Duration: 30:07 — 27.6MB) | Embed

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Filed in: Archive 3: 2018-2020 • Business • Interview • Podcast

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