What Does Customer Service Mean To You?

I’ve been workin’ customer service jobs since I was in high school.

Since 14, I believe.

I’ve done whole lot too.

Worked in public schools, retail, offices, parks, recreation centers, bars/ restaurants, theaters.

Cleaned up facilities. Sold stuff (B2C). Cold called folks.

Promotional stuff (handin’ out flyers). Posted signage. Emailed over 500 clients a day.

Worked gruelin’ 15 hour shifts. Grindin’ it out for tips.

I work.

Super hard too.

Through all this, I’ve gained a ton of street smarts and an understandin’ of customers. And people, in general.

Besides workin’ a whole lotta jobs – I’ve also been on a bunch of job interviews. Probably over 75 in the span of 4 years. Not kiddin’ at all either.

And interviewers always ask me the question – What Does Customer Service Mean To You?

And that question should be a question that should stump you, but it’s real easy.

Customer service is problem solvin’ by bein’ as calm as possible. And doin’ it quickly as possible.  Basically, conflict resolution.

Cause problems will always happen.

Stuff will break down.

People will act crazy (cause they’re irrational and emotional).

You just act calm. And patiently address the problem.

And here’s the surprisin’ thing I’ve noticed – some customers you just can’t help. At all.

For whatever reason.

Maybe they don’t like you.

Maybe they’re too far gone, emotionally.

Maybe they wanna steal your money.

If none of your persuasive abilities work on the customer – then, sadly, that’s not the customer for you.

You can’t help every customer.

Just be nice. And find some else can help them.

Another vender. Another employee. Another store.

And, yes, you’re losin’ business.

But if you’re tryin’ to help a customer.And you’ve set rules, prices, guidelines. And they can’t meet ’em.

And you’ve tried your best to work somethin’ out – then, that’s it.

Point ’em somewhere else. To someone that can help ’em.

Just be nice ’bout it.

Later,

Jamual

How Trump Keeps His Promises – Positioning Lessons From The President

Can we all agree that newly elected President Trump has mastered marketin’?

Like really – I’ve never seen anyone get so much free press in my damn life. It’s kinda ridiculous.

The man trends on Twitter – non stop.

All major news channels has been broadcastin’ story after story after story bout him since last winter.

People talk bout him in bars, online forums, grocery stores, book stores  – everywhere where you go now somebody has a opinion on President Trump.

It’s, literally, Trump’s world. A Trump whirlwind. And we’re caught up in it.

Point Blank – he has mastered media.

He plays them – mainstream media – like a funky fiddle. Where their only a tool is to expand his message. Nothin’ else.

He discredited them like crazy – crazy. And uses their stories, true or not, as a promotional tool only.

Hell, they all predicted he’ll lose in a landslide to Clinton – ha!

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Remember Nov. 8th?

Wild!

Now, I was thinkin’ how the hell does this man do this?

What’s the core of his self promotion strategy?

… So, after analyzing him, I noticed a bunch a techniques, but the core technique I’ve noticed is his amazin’ brand positioning.

Super tough positioning – is what I call it.

Now, you’re probably thinkin’ – what’s that?

Well, let me break it down –

When companies make a product or provide service, they wanna be first in the market place, so they position themselves as the leader of the market place, by …

  1. Taking hard stances/ opinions in the industry.
  2. And being a total experts on topics in that industry.

For example Starbucks and Howard Schultz, positions themselves as a luxury coffee brand. And are big advocators of the environment (and other progressive issues).

They even have their own lingo and such. And, of course, their logo, clothes, packagin, etc – adds to that.

So when you – the consumer – thinks of coffee, you should instantly think of Starbucks (which most people do anyways).

Cause they’re established, knowledgeable, have premium quality  products (high prices – so they must be good, right?) and have a cool atmosphere in their stores.

That’s exactly what Trump does with all his policy ideas.

When you think of immigration, you think of Trump.

When you think “wall,” you think Trump.

When you think “jobs,” you think Trump.

Even negative words attached to his brand. Such as fascist, racist, sexist. Which didn’t cost him the election at all, apparently.

Personally, I think it toughened up his brand – made it stronger.

Ever since he started campaginin’, he’s taken a super strong stances on a only couple polices. 6 to be exact. Only 6.

Now, did you read what I just wrote?

The guy only has six things he wants to do.

That’s on purpose.

He does this cause it makes his policy ideas easy to say. And for us – the audience – easy to remember.

So, when he pitches his ideas on issues in a speech, he hits them all. And then it becomes attached to his brand.

For example, when he “saved” a thousand Carrier jobs from bein’ shipped elsewhere.

Or meeting with biz leaders. And various CEOs. And even Union leaders.

This adds to the position he’s takin’ – as the “Jobs’ President.”

He repeats this over and over and over again.

His position/mission is to create jobs, jobs, and more jobs in the USA. That’s his goal. And that’s what he wants to happen.

I dunno if he’ll do it. And I have no comment on the man’s personality or anything like that.

But as a communications student, Trump’s mastery of media and lean, focused policies is how he’s able to keep his campaign promises. And his future promises.

The sharp positioning – talkin’ bout hard issues that no one wants to talk bout. And the hammerin’ of it in every speech, tweet, and interview is the foundation.

Cause when you take a strong position you can…

  1. Come out on top as a leader on that topic. And have people follow you.
  2. Or pivot on a issue (if you need too).

This concept is pretty darn important. And is something people flounder with.

A lot of people are too shifty on things. Don’t know their core beliefs. Or what drives them. So they don’t know what position to take. And this makes people lose confidence in you.

So if you can position yourself properly – like Trump does – you can gain ravin’ fans.

Or persuade people to buy from you.

Or get a girl to pass her number to you.

Or become President.

Who knows?

Weekly Adress via Youtube!

I’m tellin’ ya – His Marketin’ Game Is On Point!

Later,

Jamual

My Marketin’ Strategy (Empathy – based)

Marketin’ and Advertisin’ are old games. Ever since the dawn of man, we’ve used ways to divert our desired person attention so that we can persuade them.

Cause, to me, that’s what marketin’ is.

You – as a marketer/salesman – follow what people are doin’ and you respond to it by givin’ ’em what they want. To the T.

All your favorites companies do it.

Apple.

Google.

Nike.

All of ’em. Some do it better than others, but that’s business, right?

I even do it at my job.

For example, my customers always point out that they like a certain type of gum. Or that they would like a mirror in the bathroom (remember I’m a bathroom guy).

So, what do I do?

I respond to their requests.

I buy tons of gum. And a mirror too.

I satisfiy their wants. And they tip me for it.  That to me is what marketin’ is.

Figure out what the person wants. And give it to ’em. Usin’ empathy.

I call it a customer first marketin’ strategy. Cause without the customer – you don’t make no moolah. At all.

This video by Gary V is the basis of all my “marketin’ strategy.”

My head exploded when I saw this.

Knowin’ your customer is the biggest thing that has helped make tips in the restaurant/bar industry. And is somethin’ I’m gonna take into other industries as well.

I know my customers. I remember lil’ details that they tell me.

What job they do?

Do they have a job?

Previous job?

Why did come to bar? Just to get drunk. Or to get girls? Or to chill?

What is it? What’s their goals?

So, I’ve read stuff like this in other direct response marketin’ books like the Dan Kennedy No B.S. series.

But I didn’t understand it till I used my active listenin’ skills to understand other people. Cause that’s how I interact. I focus all my attention on the person – tryin’ to figure ’em out. And try to give to ’em want they want.

The second chapter of Dale Carnegie’s How to Win Friends and Influence People – says, “The only way I can get you to do anything is by giving you what you want.” 

That is the foundation of my salesmanship.

Hell, our next President has done it extremely well.

He heard the voices of Middle class Americans that lost their factory jobs due to bad trade agreements. And used that passion to win that Presidency. Amongst other factors too.

All he did was listen to main concerns of voters (economics – jobs) and spoke ’bout it.

He gave ’em what they want.

This strategy has helped me up to this point too. It’s powerful…

… So in closin’ – just remember …

… It’s always the customer first!

Peace,

Jamual

 

Why You Should Work in Customer Service — At Least For A Little Bit

(The 3rd business post in two weeks — jeez — I must like this stuff… Anyway, let’s get into it).

Alright, I know you saw the title. And you’re thinking …

Customer service? That sucks!

But wait it isn’t that bad. You just need to find the right place to work.

For example, don’t work at fast food places. That’s a bad decision to make.

Why?

Cause those places have terrible hours, pay their employees horribly, and take too much time — your most valuable asset.

Instead, I highly recommend working in bars and upscale restaurants — if you want some fast cash. And little time investment.

What’s So Freaking Good ‘Bout it?

Reason Number One — Social Skills

Whether you’re a waiter, bartender, or barback, your social skills will improve. I guarantee it. Cause that’s how stuff gets done in this business.

Communication.

If you can’t communicate, you don’t make moolah. And then you die. Cause moolah is oxygen. Well, at least, to me it is.

There’s gonna be times when you’re gonna find yourself talking to two customers, one co worker, a pretty girl. And your boss. All at the same time.

And if you don’t know how to effectively communicate — you’ll perish.

When I first started my job, as a bathroom guy, I would easily talk to 50 – 100 people a night. Passing out paper towels, selling candy, gum and cologne.

It’s high paced, high volume. Wild nights — filled with booze and druggies.

At first, I’ll be honest; I was overwhelmed at the start. Cause the nightlife scene can go really fast. Too freaking fast.

But after a couple months, I got the hang of it. And noticed a major difference in how I interact with people.

I was confident. Chatting everyone up. Guys, girls. You name it…

… Even job interviews became easy for me. Like a lotta times, the interviewer would be more nervous than me.

Seriously, one time, an interviewer was literally shaking his butt off, while he asked me questions off his clipboard.

Across from him, I was calm, cool, and collected…

…That’s the power of 50 – 100 social interactions for 3 days per week. It’s like nothing to me now. Like riding a bike.

So, if your social skills are lacking – customer service jobs are the way to go.

Reason Number Two – Fast Money

Everybody loves moolah, right?

And if they don’t – they’re freaking lying.

Me? I love the dough. Even better is that I love making it fast. That’s the thing with fast food jobs. You’re making cash slow. Slaving away for 40+ hours a week for a 250-dollar check. Waste of time.

I make that in two nights. And have extra cash left over to spend on whatever I want.

Protein shakes, kombucha, shea butter –  stuff that I love.

And the other cool thing, is that if I move, I can definitely get another restaurant job anywhere I go cause they’re pretty much everywhere. 

Reason Number Third — Business Sense

So, I’m not a business guy. At all. But I do understand it cause of the books I’ve read. Trump books, Robert K, Brian Tracy books etc, etc.

As well as my Ebay trainin’.

When interacting with customers little thoughts and quotes from those pop into my head. Like one sales book preaches appearance, appearance, appearance.

After reading that, I started wearing a full suit at work. This was a good idea cause it increased my tips my 20%.  20 freakin’ percent!

Another thing I read in a Brian Tracy book was the use of active listening skills. Which I already have cause of my improv background.

My active listening skills are used to understand my customers, co workers, as well as my bosses. It’s probably the best skill if you wanna appear down to earth and relatable to people.

Cause I always hear from new customers, “You’re a chill guy, Jamual“.

Or, “You’re not annoyin’“.

To me, the reason I hear that is because in sales books they say people gotta like you to make a sale. And that’s what I try to do. That’s probably the core of my “sales strategy” – don’t be annoyin’.

The only thing bout customer service jobs is that sometimes you get wild people. And you have to deal with their craziness. So, you need a immense amount of patience and like dealin’ with craziness. And your good.

I know when I’m older, like ten years older, I’m gonna look back on my experiences and really smile about the skills that I learned being a customer service professional.

Later,

— Jamual

P.S. I’m on twitter. It’s rockin over there!

Things I’ve Noticed After Making Over 60 Bucks on EBay in 3 Weeks

I’ve really been into business lately. Mostly over the summer. I’ve been reading business books by Trump, Gary Vaynerchuk, Tony Robbins, and of course, finance guru — Robert Kiyosaki.

Why am doin’ this?

Well, since I have this blog — I thought might as well figure out how to expand this out, you know, all through marketing and branding.

Now, I’m not a natural entrepreneur by any means. It’s not my number one talent. At All.

My number one talent is that I’m a writer. That’s my strength. It’s been my strength since I was born. Ever since I was a kid locked in his room with a of couple books. And his silly imagination.

I’m the guy that goes to the book store. And stays there for 5 plus hours. And no one can find ’em.

I’m the guy that gets excited by James Patterson, Elmore Leonard, and James Cain thrillers.

I’m the guy that gets high scores on the reading part of the SAT. And flunks the math part.

I’m the guy — okay, I’ll stop now…

… But now, I’ve noticed that to expand my career — whether I wanna be a entrepreneur or an regular employee —  I’m gonna need more skills to become marketable.

So, I’ve been studying to get some overall business savvy skills. Over the summer, I’ve studied marketing, finance, branding, sales, and customer service (which I’m already good at) …

… Then I thought ’bout a whole host of hustles to do to get some experience. This blog was big part of it earlier in the year.

I even tried niches site, which I haven’t figured out yet.

But I did start selling video games on EBay. An idea I got from Gary V — the social media guru.

The whole experience has been pretty exciting. Where I’ve developed a nice little process for it.

Let me tell ya what it was:

On a day where I didn’t have anything to,  I would wake up. And walk to a video game store like Gamestop or something. Then go to the used games section and a buy cheap game. And then throw the listing up on EBay. And wait till it sells. Easy, huh?

Over the months of July and August, I did this project and I was really excited to use other skills  besides writing. I marketed, did operations, and customer service. I was a one man EBay selling machine. It was fun, fun, fun. Making money on the side is a amazing hobby for people. Especially for people like me with no business savvy whatsoever.

The Number Thing I’ve Noticed 

The number thing I’ve noticed ’bout running a business is that it’s hard, hard, hard. And it takes time, time, time. It’s a real grind.

I’ve been watching my boss for while — who owns a bar/ restaurant. And that man seems stressed all the time. You can tell by the look in his eyes. Always having to deal with stuff breaking, employees acting weirdly, customers fighting, burning cash at super fast rate.

One day, I heard him yelling on the phone saying, ” F you, f you, f you,” repeatedly  at a person. It was crazy. And showed me that running a business is serous, serious, business. And if you don’t know what you’re doing. And can’t take hits, emotionally. Or know your finances. Or can’t sell — you’re gonna be in deep deep doo – doo. 

Overall, if you wanna start a business or have a business — more power to ya. It’s a bunch of work.  But the skills you learn are amazing to talk bout. Or throw up on a resume. You just gotta figure out your strengths. And see where you fit in.

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Apple — The best branding! Ever!