The True Competitive Advantage: Customer Experience with Author, Speaker David Avrin
02/07/20 • 46 min
FM Evolution
Host: Shawn Black
Guest: David Avrin
Show
[00:00:47] Intro
[00:02:47] What are you Reading?
[00:04:26] David’s Book
[00:07:00] David’s Journey
[00:12:01] Speaking in March
[00:14:42] Difference between Customer Service & Experience
[00:16:21] Accounting Story
[00:20:12] How did David Begin Speaking
[00:25:20] The Last Mile
[00:30:25] Advice for when Breakdowns and Failures Happen
[00:35:37] Future Proofing your Business
[00:40:22] Handling Divided Attention
[00:45:10] Close
Quotes:
"We hear in business: Technology changes, markets will change, but people don't change. And I am here to tell you, people do change. We're changing in profound ways in terms of how we do business, how we expect to do business.” (6:11)
“I'm also bold and encouraging in terms of it's okay to talk about the great work that you do. There is no shame in getting credit for doing good work. And your good work isn't just overcoming crises. Most of your work is preventing those, celebrate that.” (9:56)
“here's the basic message: people buy from you and stay with you for one simple reason, because they want to. And the minute they don't want to, they’ll go work with somebody else because they can because the choices are vast. Everything about this is about making the people who are your prime audience, your prime customers, or clients want to do business with you and wanting to do business with you before they ever do business with you.” (23:09)
“If you screw up and then you fall on your sword and say, we screwed up. Here's what we're doing to make it right, or we weren't able to get a person there or that the part wasn't the right one. And what we have to avoid doing, and this is super important, we cannot throw our coworkers under the bus.” (30:39)
“You know, blockbuster goes out of business because we're not watching movies, no, not at all. We're just accessing them differently. So when I talk about future proofing for your business is they have to sort of put on that Swami hat or the crystal ball and say, how do we think, like how are people engaging with us today and how are they going to do it in the future?” (37:03)
Links:
https://www.visibilityinternational.com/
Why Customers Leave (and How to Win Them Back) by David Avrin
FM Evolution
Host: Shawn Black
Guest: David Avrin
Show
[00:00:47] Intro
[00:02:47] What are you Reading?
[00:04:26] David’s Book
[00:07:00] David’s Journey
[00:12:01] Speaking in March
[00:14:42] Difference between Customer Service & Experience
[00:16:21] Accounting Story
[00:20:12] How did David Begin Speaking
[00:25:20] The Last Mile
[00:30:25] Advice for when Breakdowns and Failures Happen
[00:35:37] Future Proofing your Business
[00:40:22] Handling Divided Attention
[00:45:10] Close
Quotes:
"We hear in business: Technology changes, markets will change, but people don't change. And I am here to tell you, people do change. We're changing in profound ways in terms of how we do business, how we expect to do business.” (6:11)
“I'm also bold and encouraging in terms of it's okay to talk about the great work that you do. There is no shame in getting credit for doing good work. And your good work isn't just overcoming crises. Most of your work is preventing those, celebrate that.” (9:56)
“here's the basic message: people buy from you and stay with you for one simple reason, because they want to. And the minute they don't want to, they’ll go work with somebody else because they can because the choices are vast. Everything about this is about making the people who are your prime audience, your prime customers, or clients want to do business with you and wanting to do business with you before they ever do business with you.” (23:09)
“If you screw up and then you fall on your sword and say, we screwed up. Here's what we're doing to make it right, or we weren't able to get a person there or that the part wasn't the right one. And what we have to avoid doing, and this is super important, we cannot throw our coworkers under the bus.” (30:39)
“You know, blockbuster goes out of business because we're not watching movies, no, not at all. We're just accessing them differently. So when I talk about future proofing for your business is they have to sort of put on that Swami hat or the crystal ball and say, how do we think, like how are people engaging with us today and how are they going to do it in the future?” (37:03)
Links:
https://www.visibilityinternational.com/
Why Customers Leave (and How to Win Them Back) by David Avrin
Previous Episode
Leadership Series 4: The Blame Game with Jim Robinson
FM Evolution Podcast
Episode: Jim Robinson
Host: Shawn Black
On this episode Shawn is once again joined by Jim Robinson and they discuss taking full ownership.
[00:00:30] - Intro
[00:00:48] - Subject of the show, The blame game, taking full ownership
[00:01:21] - Fluidlytix sponsor ad
[00:02:25] - Jim Robinson’s background
[00:03:14] - What are you reading?
[00:04:28] - Why do you think people blame others for their challenges?
[00:05:28] - What does the process of ownership look like in a leadership role?
[00:07:25] - What steps do leaders need to take without micro managing processes?
[00:10:59] - How does ownership and blame play a role in facilities management?
[00:12:22] - Why do you think it is so hard for people to take ownership?
[00:15:22] - {Habitual blame game} How do you thing that effect a company’s environment?
[00:19:30] - What advice would you give to someone that works with a leader that doesn’t take ownership?
[00:25:43] - Outro
Quotes from the Episode:
“Something has to feed us on a regular basis to keep us in check so we coach from a standpoint of coach and coachee.” [00:03:38]
“If you don’t have the ability to have full ownership, you don’t set out on that journey, it’s very unlikely you’re going to be rising up as a leader.” [00:06:01]
“When you have multiple people all in a role of decision making and no one has truly made a decision, blame is just around the corner.” [00:12:04]
“Go out there and correct whatever you’re failing at and find the leadership that’s actually going to help support a growth path through whatever those failures are.” [00:14:44]
“Read stuff that is truly in your lane...focus on where your career path is, only. Don’t waste time in another space.” [00:24:57]
Reading recommendations:
Links:
CGP Maintenance & Construction - https://www.cgpconstruction.com
Fluidlytix - https://www.fluidlytix.com
Next Episode
Making Employee Experience Count with CEO, Jim Robinson
Making Employee Experience Count with CEO, Jim Robinson
CGP Podcast Show Notes
[00:02:48] What does employee experience mean to you?
[00:07:58] How do you improve employee experience?
[00:10:42] What role does technology play in the employee experience?
[00:12:45] How do you keep an open dialogue with your team?
[00:15:34] How do you make every moment count?
[00:19:27] How do you empower your leaders?
[00:21:57] What advice would you give other leaders in the facilities management world?
Quotes:
“As the owner and the leader of the company, sending random emails, texts, and phone calls on a weekly basis is something that's really important to me because I know everybody has a choice.” [00:04:38]
“We don’t manage people, we manage systems and the people manage those systems.” [00:08:13]
“Success to me means that somebody is carrying on what I've taught them.” [00:21:06]
“Making the team number one is the greatest thing you can do. It's a responsibility and a moral obligation.” [00:23:07]
If you like this episode you’ll love
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