Focus Less on Growth and More Caring about for Customers (E139)

Reggie BlackCEO of Better Way Health Show Notes: Customer service is in-houseCall every new subscriptionHave a preferred customer service repAOV over the phone is double80% to 40% over the phone3.5 to 7.5 orders once they talk on the phone$1,200 LTV3 Months of training for Customer ServiceStarted in as IT guy in 2010Brooks at SpringBotBook - Customer Service Revolution Sponsors: Drip – Get a free demo of Drip using this coupon code!Spark Shipping – Dropshipping Automation Software Bio: Reggie Black is a Christian first, husband of 10 years to Amy, father of four (and counting), and CEO of Better Way Health. Links: https://www.betterwayhealth.com/ Transcript: Charlie (00:00): In this episode of the business. E-Commerce I talk with Reggie black about building a culture that truly cares about the customer. This is a business e-commerce episode, one 39. Welcome to the business. E-Commerce the show that helps eCommerce retailers start launch and grow the eCommerce business. I'm your host, Chelsea [inaudible] and I'm here today with Reggie black. Reggie is a CEO of better way health, a high quality supplements company that focuses on customer service. They have a very interesting approach on calling customers and talking directly to their customers have to purchase is something I don't have very often from eCommerce brands. So I think it's very interesting and everyone should have a listen. So let's get into the interview. Hey Reggie, how are you doing today? I'm wonderful. Charles, how are you? Good to, yeah, I'm doing good. Good to have you on the show. I think I'm disinteresting topic where it's not talked about very often, right on kind of focusing you here. Charlie (01:03): And we do a lot right on talking to folks in on how to talking about growth and marketing and that's how the business, but, and that's all kind of the top, right. Of getting the customer. Well, I, they, they're focusing on the customer after you actually acquire them after maybe as they made the purchase during the purchase process and what that looks like and how to kind of improve Ash. So I think it's super under under talked about topic. So definitely interested on this one. So your background, so you guys CEO of better way health, you guys sell supplements, right. But I know you have a big focus on the customer service aspect of it, right? Reggie (01:44): Absolutely. So we, we really focus in, when I took over the company, we had about 50 different skews and products and we took that down over about a year period to just four products. And now we're up to five. So we're very focused on the products that we carry. Just, we want to be true experts and knowledge of those products. And then we really focus on the customer service side, the customer experience side. I mean, that's one of our core values here at the company is creating amazing customer experiences. And our goal is to get the customer to say, wow, like I've never experienced anything like this before. So we almost backed into that. You were mentioning before about the marketing and the growth and everything because, because the product is such a high quality, we have really high margins that cost a lot of money to make products that are that quality. Reggie (02:35): So I didn't really know any different when I started, I was just thinking, Oh, like everybody pays this much money for supplements. And so there's not a lot of margins to really go out and spin, spin, spin, and like acquire all these new customers. So we really had to focus on keeping the customers that we had. And now I think everybody's playing catch up a little bit as costs of Facebook, customer acquisitions, Google ads, and everything is really rising. People are starting to realize like, Oh, it's so expensive. Now in that space is getting so crowded to acquire new customers. We've got to figure out how to keep the customers that we've acquired. Charlie (03:11): Yeah.