044: World-Class Customer Service with Scott Porter
01/10/18 • 45 min
"Our company mission is to help people experience the joy of food" - Scott Porter
What comes to mind when you think about customer service? Do you think about United Airlines and the infamous passenger escort? Do you remember that restaurant server who rolled her eyes when you asked for gluten-free? Or do you think about that grocery store clerk who remembered your first name and asked if your child was feeling better?
We all know what it feels like to have an incredible customer experience. We evangelize, we promote, and we rave about those companies. The same is true of horrible experiences. Happy customers spend 140% more than unhappy customers yet, too often, founders obsess over profit margins or process flows and then wonder why they are struggling to grow, or much less, survive. My guest this week is Scott Porter, founder of San Diablo Artisan Churro's. Scott has a unique perspective when it comes to customer service. In fact, Scott leveraged customer service to rescue a nursing home from bankruptcy. It might be fair to say that Scott worries more about his customers than his own business. On the other hand, that's probably why his business is booming!
ON THIS EPISODE WE DISCUSS:- Marketing a super niche business model
- Company growth through customer reviews
- What defines a great customer experience?
- How to measure your customer happiness/satisfaction
- Defining and measuring your brand: what 3 words define you?
- How Scott rescued a bankrupt nursing home using world-class customer service
- Strategies to engage your team in building a better customer experience
- How San Diablo defines their customers experience:
- D - Dedication
- I - Interaction not Transaction
- A - Attention to Detail
- B - Brighten Through “Deep Fried Happiness
- L - Legacy
- O - Opportunity to WOW
"Our company mission is to help people experience the joy of food" - Scott Porter
What comes to mind when you think about customer service? Do you think about United Airlines and the infamous passenger escort? Do you remember that restaurant server who rolled her eyes when you asked for gluten-free? Or do you think about that grocery store clerk who remembered your first name and asked if your child was feeling better?
We all know what it feels like to have an incredible customer experience. We evangelize, we promote, and we rave about those companies. The same is true of horrible experiences. Happy customers spend 140% more than unhappy customers yet, too often, founders obsess over profit margins or process flows and then wonder why they are struggling to grow, or much less, survive. My guest this week is Scott Porter, founder of San Diablo Artisan Churro's. Scott has a unique perspective when it comes to customer service. In fact, Scott leveraged customer service to rescue a nursing home from bankruptcy. It might be fair to say that Scott worries more about his customers than his own business. On the other hand, that's probably why his business is booming!
ON THIS EPISODE WE DISCUSS:- Marketing a super niche business model
- Company growth through customer reviews
- What defines a great customer experience?
- How to measure your customer happiness/satisfaction
- Defining and measuring your brand: what 3 words define you?
- How Scott rescued a bankrupt nursing home using world-class customer service
- Strategies to engage your team in building a better customer experience
- How San Diablo defines their customers experience:
- D - Dedication
- I - Interaction not Transaction
- A - Attention to Detail
- B - Brighten Through “Deep Fried Happiness
- L - Legacy
- O - Opportunity to WOW
Previous Episode
043: Selling the Public Sector with Patri Founder Josh Ellars
Throughout this season of SalesFounders we have covered a number of themes that seem to exemplify winning startups: Leveraging domain expertise, validated learning, mentorship, and strategic sales growth. Josh Ellars, founder of Patri, exemplifies all of them. In fact, his startup story is a case-study in how each of these components blend together to create a powerful growth trajectory. Josh believes that a founder needs critical feedback and an openness to adaptation. On this episode Josh explains how he has leveraged 10 years of public sector sales expertise, 10,000 linkedIn connections, a powerhouse advisory board and a lean methodology to bootstrap a solution that is will forever change the way companies sell to the public sector.
ON THIS EPISODE WE DISCUSS:- Challenges selling in the public sector
- Positioning your career around a niche
- Applying the lean startup methodology for feedback driven innovation
- Why LinkedIn is an ideal source for validation and leads
- Building an advisory board - How to surround yourself with the right team
- The pro's and con's of an automated sales process
- The challenges of running a consulting service and says company simultaneously
- Surrounding yourself with critical feedback and why you should never be married to your idea's
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