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Do you know the Nordstrom way?

If you know the Nordstrom way you understand how outstanding their customer service is.  They are the business you want to study to develop that loyal fanbase.  Chris also expands the chocolate chip cookie analogy. This is where you want to leave your customers with the experiences you would have when you eat a freshly baked cookie. But then on the other hand you just can't avoid Harry Heater. The guy that will try to demolish your business in one swoop. This is when you kill them with your stunning customer service! Listen to the last episode to hear the rest of the gold nuggets in the stories the boys share!

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Would you want the extra protein?

Chris and Allen touch on some great stories regarding customer service and how you should react as a business owner. Hearing them is great but practicing the idea is hard. Having the mindset to give back to the customer or even just recognize the issue will ensure customer loyalty. Creating an understanding between you and the customer is key. You want to give back if you messed up but if it's something out of the ordinary you need to let them know. Listen to the full episode to hear the gold nuggets and find out what was really in that sandwich.

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There is only so much you can do as a business owner when it comes to customer service...

You need to hire those stars! People that are eager to learn and represent your business. It's all about having that team and building them up.  As Chris quoted in the episode, "Sometimes you have to go to war with the team you have and not the team you want to have in the future". It all comes down to motivating your team to deliver that customer experience at 110%! Listen to the full episode where the boys go more in-depth!

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You're not going to win the Kentucky Derby with a donkey...

The boys kick off the second part of the customer service series on hiring! You can't hire donkeys and expect them to grow and be the best they can be. What you can do is hire a person with charisma! The person that may not be the best experience-wise but is willing to grow. In a small business, it is essential to have these stars as your front men. There are a lot more great GOLD NUGGETS in this episode on customer service! Some hot topics are you leading your employees, how do you deal with a customer when something goes wrong, and measuring your customer service efforts! Take a listen to the second part of the customer service series!

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Do you have poor customer service?

When you start to think about your customer experience one of the first things you need to make sure has to happen is having that frontman. Whether it's the person greeting you in the store or over the phone the first touchpoint is the most important! People come back for customer service rather than just the product you're selling. Listen in on the full episode so you can get the best customer service in your small business!

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He was a nice guy but...

When it comes to customer experience in your business, you need to make sure it is 110%. In this episode, Chris and Alan share some great stories and the lessons from them are valuable. Being consistent, setting expectations, and being honest can go a long way in customer experience. One gold nugget from this episode is under-promising. What that looks like is setting an expectation that your product or service will be delivered but knowing it won't take that long and getting it there early. There are many more nuggets to be found in this episode so go ahead and take a listen!

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Networking is not an all about you thing...

When you want to jump into the world of networking you have to think of others instead of you. Yes, you could get some great returns but it isn't about you. Just getting out there and having coffee with someone is a great way to network. Giving other businesses value may ultimately return back to you. Listen to the full version of this episode! This is one you don't want to miss!

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Don't be the leg humper...

When it comes to networking you don't want to be the guy that just wants to sell. This episode is dedicated to the world of networking. You never know what could come out of a networking relationship. A lot of good could happen if you do it right. Doing it right is getting involved in your local community and be a giver rather than trying to receive. Networking could be the success of your small business. Tune in to the episode to get more gold nuggets from Chris and Alan's experiences with business networking!

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Scaling highlights your constraints...

Chris goes into detail on what those constraints may be. Within his home services business, you need good people, processes, and technology to scale. With those in mind, you need to look at your goals. Chris suggests considering the best case, worst case, and expected case scenarios when looking at your goals. Maybe you need to bring in some help such as a business coach whether it's the best or worst case. Having that other point of view might take you to that higher altitude! Listen to the full episode to hear more great gold nuggets!

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It takes balls to scale...

Things pick up fast after the first year and scaling is a part of it. Sometimes you scale because you have to or you actually planned to! Growing your business has many factors you need to consider. In Chris's case, he needed to figure out how many employees he can support, how is he going to pay for gas and materials, and how much to spend on marketing. For all these things you need a delicate balance. To find that balance you need to see where you want to be. Starting with a financial analysis is perfect! These are just some of the great gold nuggets in this episode. Find more about getting business coaches and how to tackle those growing pains!

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