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211: Building Empathy Using a Day in the Life Video · Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders

• 0:48
  Hello, revolutionaries.
• 0:49
  Welcome back to another episode of the customer service revolution podcast with John DiJulius How you doing, John?
• 0:55
  Great, Denise, how are you?
• 0:57
  I'm fantastic, thank you.
• 0:59
  You just celebrated a milestone birthday.
• 1:03
  How was it?
• 1:05
  It was good.
• 1:06
  You know how it is.
• 1:06
  How does it feel?
• 1:07
  The same.
• 1:08
  I don't feel any different.
• 1:09
  and no depression leading up to it.
• 1:14
  No, you know, I had a much harder time turning 30 than I did 60.
• 1:19
  Hmm.
• 1:19
  Yeah.
• 1:21
  Yeah.
• 1:21
  My kid's age bothers me more than my age.
• 1:24
  Yeah.
• 1:24
  That I got a kid turning 33 in a couple of months, like that blows my mind.
• 1:28
  Because I actually think of you to ask me if I didn't know how old I was, whether it's I feel or mentally I feel that I've only been around, I'd say I was pushing 40.
• 1:39
  I really feel like I'm in my late 30s if I didn't know better.
• 1:44
  And then I got a kid that's
• 1:45
  In his thirties.
• 1:46
  Yeah.
• 1:47
  Yeah.
• 1:47
  Yeah.
• 1:48
  Physically?
• 1:49
  Physically do you feel like you're pushing 40?
• 1:51
  I do, I really do.
• 1:53
  I may have some wear and tear, but yeah, I mean, feel as good.
• 1:57
  I mean, I'm sure I don't have the natural athleticism you have when you're a little younger, but I mean, I think I'm just as good shape physically, still doing everything
• 2:08
  other than my shoulder problems, but that's just wear and tear from playing baseball so long.
• 2:15
  What's the advantage of getting
• 2:18
  older.
• 2:19
  The wisdom, right?
• 2:20
  Yeah.
• 2:21
  Yeah.
• 2:21
  wisdom, I told someone, I have a friend who was turning 60 the same week, who was really like, did not want to celebrate it, did not want to acknowledge it, 60.
• 2:34
  And I said, I felt like I said, at 30, I was really sad to be turning 30.
• 2:39
  It just felt like at 30, you had to be an adult, there was no more fun.
• 2:43
  And at 60, I feel like it's back to fun.
• 2:47
  You can't have an excuse to get away with things.
• 2:49
  Well, I'm 60.
• 2:50
  I mean, you know, like it's, I don't know.
• 2:52
  Yeah, well, I like to think we're not our parents 60.
• 2:57
  my gosh, no.
• 2:58
  Yeah.
• 2:58
  All right.
• 3:00
  Yeah.
• 3:00
  All right.
• 3:02
  What are we talking about?
• 3:03
  Well, there was an article recently about the World Happiness Report that just came out.
• 3:10
  Remind me, tell me about it.
• 3:12
  So the US has fallen to number 24 in overall happiness.
• 3:16
  24 in countries.
• 3:19
  24 in countries, yes.
• 3:22
  And they say it's due to a kindness recession.
• 3:25
  Growing concern that America is showing a decline in kindness.
• 3:30
  Yeah.
• 3:30
  Why would that be American specific?
• 3:34
  Like why are we falling?
• 3:36
  everyone, I assume, I assume, uh, has a digital revolution, which, you know, hurts our people skills.
• 3:43
  has social media, which allows us to be, I think, ruder, more rude, post nasty stuff that we probably would never say in person.
• 3:54
  I don't know.
• 3:56
  Why do you think?
• 3:56
  is political influence?
• 3:58
  But doesn't every country have that political divide?
• 4:01
  I don't know.
• 4:02
  just know that.
• 4:06
  know we're more polarized than we ever have, but I just, I don't know enough about the other countries to know why we're dropping.
• 4:13
  And I do agree with the kindness recession.
• 4:15
  And then what did it say about the young?
• 4:17
  The young is even further dropped.
• 4:19
  Young adults are the least happy.
• 4:21
  ah
• 4:24
  or across all.
• 4:25
  Say that again for me.
• 4:26
  just in the US or across overall.
• 4:29
  Okay, so the report finds that if you were only to assess those below 30, the U.S.
• 4:34
  wouldn't even rank in the top 60 happiest countries.
• 4:37
  Yeah.
• 4:38
  So it must be, I don't know.
• 4:40
  mean, I know why 30 and under are struggling.
• 4:45
  They just don't come in contact, never have.
• 4:48
  As I think we talked about it and written about it, wrote about it, is the relationship disadvantaged at no fault of their own.
• 4:56
  This is what I find shocking.
• 4:58
  One in five young adults, one in five in the US report having no one they could rely on for support.
• 5:04
  Yeah.
• 5:05
  And we've talked about previously men, men, know, if you just isolate it to men, males, it's, it's significantly worse.
• 5:11
  Um, and we talked about that, you know, the majority of.
• 5:15
  Male 18 to 24, I've never asked a girl out in person and my, my 22 year old son, Bo said, yeah, he never has.
• 5:23
  And it may, I was just thinking about this the other night when I met the night I met Stacey, my, my, my wife, um,
• 5:32
  we were kind of set up at a party.
• 5:35
  Like, I want you to meet my friend and blah, blah.
• 5:38
  So going in, I had an advantage.
• 5:41
  It so I thought.
• 5:42
  But I was a smart ass.
• 5:44
  I don't remember what I said, but it didn't go over well.
• 5:47
  And then she left the circle of people we were sitting with and she went in the house.
• 5:52
  It was like a backyard summer party.
• 5:54
  And then I eventually went in the house, used the restroom and she had her back to the door.
• 5:59
  And as I walked by, she goes, he's such an asshole.
• 6:02
  Right?
• 6:03
  And then, you know, I saw her leaving like an hour later and I went and stopped her and somehow charmed her enough to, we left together and went to meet her friends.
• 6:15
  But, you you think about that, you can't do that over, you know, an app.
• 6:20
  recover, realize probably insulting her isn't, you know, a charm, you know, all those things, which lead yourselves to sales.
• 6:28
  It leads yourself to anything.
• 6:30
  So yeah.
• 6:31
  So kindness, how do we bring the kindness level up in the US?
• 6:37
  It's never been more important to do it internally, externally.
• 6:42
  personally, professionally, what's the advice?
• 6:44
  work on creating relationships, not making it about you.
• 6:48
  I just wrote a good blog that came out by this time probably a month ago, how to create connections in meetings.
• 6:56
  And I like it.
• 6:57
  It's a checklist of what you need to do right before the meeting to prepare, what to do during the meeting, and a quick follow up.
• 7:04
  but not just.
• 7:06
  throw up on them about how smart you are and whatever the call may be.
• 7:10
  But the old adage, people buy from whom they like.
• 7:13
  What roles do you think compassion plays in all of it?
• 7:15
  I think empathy, compassion, curiosity is so important.
• 7:20
  Teaching people, that's why our Ford, learning their family, occupation, recreation and dreams.
• 7:25
  It helps people with curiosity and keeping it off themselves and talking about, know, what, you know, my flight last night or, you know, whatever it is going on.
• 7:34
  There's so many things.
• 7:35
  And that's why you go back to our interview questions.
• 7:38
  A lot of that, most of that can be taught in training, but we have to, the companies have to train for it because people aren't getting it.
• 7:44
  The kids aren't getting it.
• 7:45
  No one's getting it at home.
• 7:47
  There's no classes on it and they're not inherently getting it like we were forced to.
• 7:52
  So you have to have your new employee and ongoing employee training has to talk about the empathy, which is something.
• 8:01
  we're going to talk about today, you know, what we do for empathy.
• 8:03
  All right.
• 8:04
  Let's talk about creating empathy.
• 8:06
  Creating empathy, yeah.
• 8:07
  And I'm going to empathize with you as well.
• 8:10
  You just celebrated another birthday.
• 8:12
  Yeah, yeah, yeah, No, I like it.
• 8:15
  I don't know why so many people complain about getting older.
• 8:18
  Isn't that the goal?
• 8:19
  It is, yeah.
• 8:20
  Yeah, I'd rather keep having birthdays than not
• 8:22
  Yeah, yeah, yeah.
• 8:24
  So empathy, one of the ways that we have helped organizations with empathy is day in the life.
• 8:31
  So you want to talk about how that came to be?
• 8:34
  Yeah.
• 8:34
  I don't know for the inventor of kind of that whole concept.
• 8:38
  know people have done it, but, this is, you know, early on in my consulting career.
• 8:43
  there was two clients I was working with that really brought it to, to mind.
• 8:47
  was working with travel centers of America, their truck repair division and price water house two completely opposite business models.
• 8:56
  And Travel Centers of America, how it really came up is they're explaining to me that the truck drivers would come in.
• 9:02
  so Travel Centers of America is a grudge buy, which is something you don't want to do with your time or money.
• 9:08
  So when you go to Travel Centers of America, that truck driver is inconvenienced.
• 9:13
  He has a flat tire.
• 9:14
  He has a radiator leak.
• 9:16
  has, and just like us personally, we walk out of our house tomorrow morning to get to
• 9:21
  work or errands or wherever we're headed to, and we see that we have a flat tire.
• 9:27
  No one's excited.
• 9:29
  No one had $300 sitting around where they didn't know where they're to spend it.
• 9:33
  And worse, three hours to lose.
• 9:35
  So when they'd walk in there, the person that would greet them would be a TSA truck service advisor.
• 9:43
  They were young cashiers.
• 9:45
  You'd come in, my truck, you know, I have a flat tire and I need to get out of here within the next 45 minutes.
• 9:51
  And they basically not say this, but, yeah, well get in line.
• 9:55
  There's five other drivers that are ahead of you.
• 9:58
  And obviously these 25 or younger people that were usually working, you know, in the, in the check-in, they've never been a driver.
• 10:08
  And they don't know what it's like.
• 10:09
  And so, you know, it just started hypothetically.
• 10:12
  Our bag, the Syrian was the vice president of truck repairs and the one that hired us.
• 10:18
  I just, you know, started talking and maybe in a workshop, I'm like, you know, how cool we need to, you know, cause I don't even know.
• 10:24
  And I drove for UPS, but these are over the road truck drivers that don't come home for weeks on end.
• 10:31
  said, how cool would that be?
• 10:32
  Is if we could.
• 10:34
  Somehow, you know, if we had a video and I was totally, you know, not thinking it would ever, but teaching, you know, the, everyone that, you know, works at travel centers, even
• 10:44
  the technicians, you know, what, what, what a driver goes through the pressures that they have, um, you know, of, of, of being on time and, and, you know, maybe there's layoffs and
• 10:58
  gasoline prices going up and all the things.
• 11:01
  then.
• 11:02
  And, and, and they haven't been home and they, you know, promise that they'd be home for little Johnny's, you know, baseball game that he's missed the whole season.
• 11:11
  And, you know, then he gets a, a, a, a repair, you know, a flat tire.
• 11:16
  So it kind of be like a reality TV show of, you know, you see what this driver's going through.
• 11:23
  Now they're walking in the door and that's where, that's where it ends.
• 11:27
  And to his credit, Aura Bagdasarian.
• 11:30
  was like, let's create it.
• 11:32
  And he created an amazing day in the life where you're choked up, but it's kind of, you know, when you watch this video, you know, if me and you are working at, you know, TSA and
• 11:42
  there's two of us behind the counter and then we're watching the video of the driver and all the things he's going through and that he's going to disappoint his son, you know, and
• 11:50
  not make it home for the game tonight.
• 11:53
  You know, it's kind of like, you know, I got this one, Denise.
• 11:55
  I want to take care of this one.
• 11:56
  And then Price Waterhouse was similar.
• 11:59
  They're working with public companies and they're doing audits and their employee, the accounting, was recent college graduates, but they're working with C-level CFOs, CEOs, COs
• 12:18
  who are 50 and older.
• 12:20
  And they don't understand 50 and older, personal, professional.
• 12:24
  They don't understand working at a public company, the pressures, how you can, you know, all those things.
• 12:30
  So it doesn't mean we change who we hire, but we help them.
• 12:32
  And so then, you know, we started creating it and then Chick-fil-A, we do, some people think we created the Chick-fil-A, which might be the most popular one.
• 12:40
  We didn't, they had created it.
• 12:43
  Uh, and it, it was amazing if you watch it.
• 12:47
  So now, I mean, maybe I got to believe we're on, you know, 150, 200, every client we work with creates one now.
• 12:55
  And what it does is it takes you on an emotional journey of, of different clients.
• 13:02
  And, you know, maybe Denise is, you know, you know, some more I'm going to come in contact with today and it could show what's happening when she's trying to get.
• 13:10
  the kids off to school and know, lunch is packed and she had to get a workout in and now all of a sudden little Billy's throwing up and she has a nine o'clock downtown.
• 13:22
  Right?
• 13:22
  So you got that, you got, you know, the, you know, professional demands.
• 13:27
  Uh, so the one I think we're going to show a link to is the John Roberts Spa.
• 13:31
  So, um, you know, that, that, that, that's it.
• 13:33
  It's teaching the employees.
• 13:34
  This is who you may be dealing with today.
• 13:36
  It's not all negative, right?
• 13:38
  There's some gut punches in there that she just found out that her mother has dementia or her brother has cancer or she's getting laid off.
• 13:47
  But then there's also, there's positives.
• 13:50
  She just might have celebrated her big birthday.
• 13:53
  He might be proposing tonight.
• 13:55
  He just got promoted.
• 13:57
  And I call those high five moments.
• 13:59
  that if I'm so consumed in transactionalizing this interaction, Zoom, face-to-face, whatever that may look like, and I'm not asking you, really asking you, hey, Denise,
• 14:11
  what's going on?
• 14:12
  How's it going?
• 14:13
  Or, know, Denise, the last time we talked, I think you were going to Europe.
• 14:17
  Tell me about that.
• 14:18
  Maybe you got engaged.
• 14:19
  on your European vacation, you know?
• 14:21
  But, you if you can grab those high five moments now, you can follow up and you can do something about it besides the business call to action.
• 14:33
  I just heard a great quote, I was speaking to Boulder Crest, which is a phenomenal organization that helps veterans with post-traumatic stress growth and law enforcement.
• 14:46
  But someone said,
• 14:47
  hope I remember it.
• 14:48
  Find something personal.
• 14:50
  Do something memorable.
• 14:51
  I was like, wow, that's cool.
• 14:53
  Okay, So in our videos, you got some stories that are, know, and these videos are less than three minutes.
• 15:00
  They're just a little blurbs above the woman's head, the man's head, the child's head, depending on who your clients are.
• 15:06
  your avatars, dictate who you're going to put in there.
• 15:09
  but so you got, you know, some extremes of what we said, you know, just found out, you know, parents has dementia to proposing tonight, but the majority of the other instances
• 15:21
  is just typical stress and chaos.
• 15:24
  Right.
• 15:24
  And that's what we're competing with is the other shitty companies that are giving a poor customer service.
• 15:30
  know, the pressures of your clients being demanding that if we, you know, can, you know, do our job, it's going to make your life easier with your boss or your customers or
• 15:40
  employees or whatever it is.
• 15:41
  So.
• 15:42
  How early in the process with a client do you start talking about day in the life video?
• 15:48
  How soon do you create something like that?
• 15:50
  This is the first thing after discovery.
• 15:52
  We help them, if they don't have it, create their avatars.
• 15:56
  So avatars, personas are just the different types of customers you have.
• 16:01
  Maybe your top four five.
• 16:05
  Yeah.
• 16:05
  So let's look at John Roberts Spa, my first business.
• 16:09
  We have VIPs.
• 16:12
  that spend 10, $15,000 a year, we love them, that come in twice a week, manicures, blow dries, and they don't blink at our prices, and they don't even know what our prices are.
• 16:25
  They have their America Express and just put on my America Express, add a 25 % gratuity.
• 16:32
  Just don't let my spouse find out about this.
• 16:36
  And that's great.
• 16:37
  But they have different wants and needs and expectations.
• 16:41
  From the opposite end of the spectrum, we have, and we name them, right?
• 16:45
  Sally or Ann, whatever it may be.
• 16:50
  The opposite end of the spectrum is Sally who can't afford us on a regular basis.
• 16:56
  And maybe it's a once a year anniversary type of thing that she's asking her husband.
• 17:02
  for Mother's Day or anniversary, that's what I want.
• 17:05
  And that's a completely different expectations.
• 17:09
  This is her trip to Florida or Paris or whatever, this moment, it's more fragile to her.
• 17:16
  She's gonna be less forgiving because of what went into it.
• 17:20
  So we have the new and the returning and it's usually, it could be age demographics.
• 17:27
  We have the 18 and under, the recent college graduate that falls into all those categories.
• 17:33
  then you represent them in your day in the life.
• 17:37
  So we're not just doing the VIPs who really only make up 10%, maybe 15 % of our clientele.
• 17:46
  make up more of a percentage of revenue, but only 10 or 15 % of our clientele.
• 17:52
  So what's the overall objective of creating the day in the life video?
• 17:57
  Yeah.
• 17:58
  Number one is compassion and empathy, which then, because we can, you know, stereotype broad stroke.
• 18:06
  We were working with a.
• 18:07
  The Maids International, and this is so many businesses that are like this.
• 18:11
  Their employees that come and clean your home are predominantly female.
• 18:18
  Maybe not English is not their first language.
• 18:21
  know, percentage of them are single moms and they may have to work a second job to make ends meet.
• 18:27
  Their customer that they're going into are these half a million to multimillion dollar homes.
• 18:34
  And, you know, Denise needs them because she has to go play tennis.
• 18:38
  And then she has a spa appointment and then she's meeting the ladies, you know, for happy hour.
• 18:44
  And so you see how, you know, the employee could, you know, Oh, Princess Denise.
• 18:49
  So they created a great day in the life of, you know, that Denise homeowner or wife or whatever has a lot of shit going on in her life.
• 18:58
  And so it just helps.
• 18:59
  So, so it's, to have more compassion and empathy, better understand your, who you're dealing with and what they may have.
• 19:06
  be going on personally and professionally.
• 19:08
  And then the real, the two major things is, so you're more present in this interaction and I'm not looking at you as a 430, my 430 haircut, you know, we work a lot of healthcare
• 19:21
  systems, they can refer to their customers 201B which is room and bed number.
• 19:27
  You know, we're guilty of it.
• 19:28
  You know, I had a, you know, workshop in Dallas this week.
• 19:32
  You know, next week I got, you know, something here.
• 19:35
  And, you know, that's the transactional side.
• 19:38
  Just worked with LASIK.
• 19:40
  VIP.
• 19:41
  But.
• 19:41
  they do LASIK eye surgery and they're guilty of, we're all guilty of this.
• 19:45
  They will say we had 32 eyes today.
• 19:48
  Right?
• 19:48
  That's how they'll refer to it.
• 19:50
  And you're like, the scary thing is when they have an odd number of eyes, they did, right?
• 19:55
  But we're all guilty of that.
• 19:57
  And that's the transactional side.
• 19:59
  the two things I really want, know, compassion and empathy, but the two things I want to improve
• 20:03
  from a day in the life of a video is that I don't look at you as my 10 30, my what, whatever, you know, the transactional we can call you and that you need my presence.
• 20:17
  You need my, my, my, positive moment in your day because you're dealing with a lot of stress.
• 20:23
  Um, but just as important that video should teach me that the
• 20:31
  my expertise, the impact my expertise will have on you.
• 20:34
  Giving you the answers, whatever it is, consulting, cutting your hair, giving you highlights, right?
• 20:41
  Now you have a bounce in your step and in that world, if we could put a bounce in your step and you have higher self-esteem, you're more likely to leave that salon and crush the
• 20:52
  job interview you're going on.
• 20:54
  Or,
• 20:54
  you know, close the sale or the first date since, know, you, you know, that person had a divorce a couple of years ago in, in, the B2B world or the business world, you know, ours
• 21:06
  is, know, we're going to make that person look like a rock star, justify the investment, justify her role or his role in the project, higher retention, higher referrals.
• 21:17
  You know, all those things now, you know, we always say this, if the person we're dealing with regularly gets promoted, we did a good job.
• 21:24
  So it's understanding that emotional presence, but I also better know my job and be willing to do whatever it takes to give you that so you can be more successful with your
• 21:35
  customers, employees, bosses.
• 21:37
  Sorry.
• 21:38
  If I want to create a day in the life video and I want it to be really successful at showing, creating empathy and compassion for my employees watching it, what do I want to
• 21:49
  make sure is included?
• 21:50
  So that's it.
• 21:52
  So we have a spreadsheet.
• 21:54
  Let's put that in the show notes.
• 21:56
  It's a template that we use when we help companies.
• 21:59
  so what it has is the image you want, I need a white female professional, inner 40s, 50s, whatever that range is.
• 22:09
  What do you want her doing?
• 22:10
  I want her sitting there at the office, sitting at her desk on a computer, or I want her driving a car with her kids behind, know, whatever that is.
• 22:17
  And then, you know, is she happy, neutral, or, you know, frustrated, right?
• 22:22
  You have that.
• 22:23
  And then what's the text that'll overlay watching you drive to work with your kids in the, not drive to work, drive it, know, you're taxiing your kids.
• 22:33
  or you're at a desk on the computer, or you're in a meeting.
• 22:37
  So trying to close a big client, worried that the client's not going to re-sign, trying to get her kids to their activities before she gets to work with that image.
• 22:47
  And so the reason why you have those, and maybe you come up with a dozen across your avatars, but it's real important to have...
• 22:55
  that one column where is it positive story, negative story or neutral?
• 23:02
  That kind of gives you an audit because usually the mistake that people make is there'll be too many or the majority will be like depressing.
• 23:11
  It's like, Jesus, I don't want to work here.
• 23:13
  You know, I'm going to go jump off a bridge.
• 23:15
  it's not all, unless you're, you know, depending on what job you're working at.
• 23:19
  Right.
• 23:20
  But.
• 23:20
  You know, there's a lot of great things happening.
• 23:23
  And then a lot of, again, the neutral is just, it's just a typical day in your world of craziness.
• 23:28
  That's more of a neutral, which probably is the majority.
• 23:32
  And then the opposite ends is the gut punch and the, my God, you know, he is, you know, he's proposing or just bought a building a house or, whatever his son got accepted into
• 23:44
  Duke.
• 23:44
  So other than having too many negative stories in there, what do you want to avoid when you're creating one, a day in the life video?
• 23:52
  That's usually the biggest one we have to come back with is, is good if they're doing it.
• 23:57
  If our client is doing it and we're just like helping from afar is that.
• 24:04
  But, are you capturing the four or five different major types?
• 24:09
  Now, I will say our clients and the Chick-fil-A one does this so well.
• 24:13
  They incorporate team members in it.
• 24:15
  and so, you know, it's not just the external customer.
• 24:19
  It's showing the young cashier, you know, trying to get through school, college.
• 24:25
  It showed like, looked like the general manager, right.
• 24:28
  Or the franchisee worried about his son who is, you know, in, active duty.
• 24:34
  Now, what we've seen in the past five years is our clients are doing two separate ones.
• 24:41
  One specifically just on the team member and one specifically on the external customer.
• 24:46
  And that's really powerful.
• 24:48
  And the one on the team members really for leaders and...
• 24:51
  I'm not you stuff that you need.
• 24:57
  You're not able to do your job.
• 24:59
  And then you're getting yelled at.
• 25:01
  And I'm probably criticizing, you know, why, don't we have any new customers coming in?
• 25:04
  Well, you can't do the marketing, advertising, whatever, because you needed me to write up.
• 25:09
  you know, something on whatever it is, day in the life of a customer.
• 25:12
  is this something companies then show when they do an orientation with people or how are you using it in training?
• 25:19
  So initially, was, all right, you got to show it in new employee onboarding.
• 25:24
  And then, you know, we, you know, our own companies, you know, we show it every time we get anyone together, any group size, which means, you know, the employees probably see it
• 25:35
  three, four times a year, which they can never see it enough.
• 25:39
  And every time I've ever shown
• 25:41
  this to an audience or my employees and they've seen it, you know, a half a dozen times.
• 25:45
  Same reaction.
• 25:46
  It's the first, know, tears, there's Kleenex.
• 25:50
  But back to the maids, I think the maids was the first one to do this that we never thought of.
• 25:55
  And now it's a staple in our own businesses and teaching it.
• 25:59
  They would show a candidate on their interview, video, and they never thought to do that.
• 26:06
  And so now we do it.
• 26:07
  And it's so cool, especially if you have six people in the room, you know, or one, but you don't even tee it up.
• 26:13
  just say, Denise, you know, just want you to watch something and you play the video.
• 26:15
  And like I said, usually the videos, the videos moves most people.
• 26:19
  and you could just watch people's faces and some people are stone cold and like, okay, good.
• 26:24
  else, what else would you like to know about me?
• 26:26
  And that, you know, says something that, you know, you just want a job and that did not, you know,
• 26:31
  you know, move you versus other people say, I know this is why I want to work here.
• 26:36
  My sister works here.
• 26:37
  You know, so and so has been a customer and they told me what you guys are like.
• 26:40
  And this is why I want to, because I want to make a difference.
• 26:43
  The currency for Gen Z's is purpose.
• 26:47
  And this ties, you know, a purpose, you know, to their jobs, to their roles.
• 26:52
  There was a client, I don't know if it was Advanced Financial, someone who I thought this was a great way to advertise it all year.
• 26:59
  They took frames from the video and had them, I don't know, posters.
• 27:06
  How did they have it done?
• 27:08
  Yeah, yeah, think you're right.
• 27:10
  had posters from, and so back to the avatars, right?
• 27:14
  It would be a poster of Sally, the person that can't afford us.
• 27:19
  And this is more of a luxury, nice to have if everything lines up.
• 27:24
  And, you know, they may advertise that for a couple of weeks to remind you of what Sally's looking for.
• 27:30
  then, you know, if we go back to Ann, let's say she was our VIP, you know, and so.
• 27:35
  You can't watch and show the video every day, but you can advertise those avatars and a scene from that, know, just a screenshot of, you know, her getting a workout in at 4.30 in
• 27:47
  the morning.
• 27:48
  Because if she doesn't, by the time the kids get up, you know, she's not going to get a workout in today.
• 27:53
  And if someone is not a client, how do they go about creating their day in the life?
• 28:00
  So if they need help, we do it.
• 28:02
  know, contact, you'll put a contact in there.
• 28:05
  think Lindsey @ thedjuliusgroup.com, Lindsey @ thedjuliusgroup.com.
• 28:09
  Lindsey creates them and we help and does a fantastic job.
• 28:14
  You'll see an example of Lindsey's work, because we're going to post the John Roberts Spa day in the life of a guest in the show notes.
• 28:22
  Great.
• 28:22
  I think we have a webinar that people can look at.
• 28:25
  where we work on Day in the Life.
• 28:27
  to create
• 28:28
  And we spend a day on it in the Academy, in the Customer Experience Executive Academy, where we take attendees, come to Cleveland.
• 28:36
  It's a year long part-time course where they come to Cleveland every quarter for three days over a course of 12 months.
• 28:42
  And yeah, we spend a lot of time on that.
• 28:45
  If you're not an existing customer, that's a great way to get it besides...
• 28:50
  if you want us to help you create it.
• 28:51
  And people who are members of the live stream that will be an upcoming workshop in the Experience Revolution live stream membership as part of that.
• 29:02
  So people that are interested in becoming a member, I will have information on that in the show notes as well.
• 29:10
  But there are lots of great, there are quarterly workshops for our members and it's a very reasonable rate.
• 29:16
  for people to get quarterly live workshops and have replays to all of the previous ones as well.
• 29:22
  Yeah, have the next one is June.
• 29:24
  June 9th become a zero risk organization.
• 29:28
  And then in September it's create a recruiting experience.
• 29:32
  Yeah, those are great.
• 29:33
  Two hours, have your leaders on with you and it's a workshop, not a presentation.
• 29:39
  Do want to tell a little bit about them, what happens in the workshops?
• 29:42
  Yeah.
• 29:43
  mean, we just like, you know, the one in June, which I'm not sure this podcast will be out after.
• 29:48
  not, I'm not sure.
• 29:49
  But like that's zero risk.
• 29:53
  It's, how you become a zero risk company to do business with.
• 29:56
  So we'll give you examples of, you know, what the best customer experience companies in the world do to reduce the service defects and the dropping the ball and create systems.
• 30:11
  Um, but just as important is it still is going to happen.
• 30:15
  You know, the goal is to get it from 6 % of the time to 3 % of the time.
• 30:20
  Uh, but how we handle the 3 % of the time.
• 30:23
  So give examples, and then we have you work on it with your leadership team.
• 30:27
  Come back during the extra during the two hours, there's the exercises throughout.
• 30:31
  Then we, uh, have you share and ask us questions and we give feedback.
• 30:37
  So you leave that.
• 30:39
  webinar, that virtual webinar with actionable items that you could take back and implement.
• 30:44
  Awesome.
• 30:44
  Thanks, John.
• 30:45
  Well, that will be a wrap for the day.
• 30:48
  Listeners, check out Show Notes to get information on the template for a Day in the Life video, a link to Day in the Life video that was created by Lindsey and the DeJulious
• 30:58
  Group, and also information on how to contact Claudia or Lindsey if you'd like to have a Day in the Life video made.
• 31:06
  Thank you.
• 31:07
  Thanks, Denise.