Latest / Business Brain – The Entrepreneurs’ Podcast / Losing Huge Customers and Please Text our COO – Business Brain 782

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Losing Huge Customers and Please Text our COO – Business Brain 782 · Business Brain – The Entrepreneurs’ Podcast

• 0:00
  Dave Hamilton: Business Brain, episode 782 for Wednesday, August 26th, National Dog Day, 2026.
• 0:09
  Shannon Jean: I love that. Love dogs.
• 0:11
  Dave Hamilton: Do you love dogs? Yeah. I really do. That's great. I do not. I'm married. Yeah.
• 0:16
  Dave Hamilton: I like our dog, which is not always the case. I don't just like him.
• 0:22
  Shannon Jean: I hunt with my dog, and it's one of the most enjoyable things I do to watch
• 0:26
  Shannon Jean: them perform. yeah and have like they're like uh she's like a you know a pro athlete
• 0:32
  Dave Hamilton: Yeah yeah.
• 0:33
  Shannon Jean: So it's amazing i
• 0:34
  Dave Hamilton: Love it yeah yeah our little chihuahua mix that we have is lisa i mean he's
• 0:40
  Dave Hamilton: he's young he's a year and a half or so and lisa is training him to be an agility
• 0:44
  Dave Hamilton: dog and i mean he's great yeah no he's a great little dog,
• 0:48
  Dave Hamilton: i i generally don't like the dogs that we have but um,
• 0:52
  Dave Hamilton: I just don't, as I just don't like dogs. I, they're just not my thing.
• 0:57
  Dave Hamilton: Um, you know, I prefer, I much prefer cats. There's so much better pets in my
• 1:01
  Dave Hamilton: opinion. I don't mean to say that as a universal truth.
• 1:06
  Shannon Jean: I know we all have to be confident. You don't want to be timid.
• 1:09
  Dave Hamilton: I'm not being timid. I'm just being articulate. You know?
• 1:12
  Shannon Jean: Yes, I got it. Awesome.
• 1:15
  Dave Hamilton: Uh, welcome to business brain, the show where we take some ideas,
• 1:18
  Dave Hamilton: we crunch them, we dissect them we use them to tune our business brains and
• 1:22
  Dave Hamilton: level up our charmed lives our sponsors for,
• 1:27
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  Dave Hamilton: where you can get 10 bucks off the somnipods three sleep earbuds that both shannon
• 1:46
  Dave Hamilton: and i are really finding to be some of the best in class of these it's really
• 1:51
  Dave Hamilton: quite something so we'll talk about,
• 1:54
  Dave Hamilton: those in more detail in a little bit for now here in durham new hampshire i'm dave hamilton.
• 1:59
  Shannon Jean: And here in northern california i'm shannon gene i happy to be here
• 2:03
  Dave Hamilton: I had an interesting experience shannon i went out to eat with my family and
• 2:08
  Dave Hamilton: yes i uh was looking in in detail at the receipt that showed up at the table, mainly because,
• 2:17
  Dave Hamilton: this restaurant previously had let me pay with like...
• 2:22
  Dave Hamilton: Uh, like a QR code, you know, so I didn't have to wait for the exchange to happen.
• 2:27
  Shannon Jean: You know, I love that. Yeah.
• 2:28
  Dave Hamilton: Well, it, it stopped being there and I was like, Oh, that's interesting.
• 2:31
  Dave Hamilton: And so I just was like looking at the receipt to see like, am I missing something or whatever?
• 2:35
  Dave Hamilton: And I saw something on there and it, you know, it said, you know,
• 2:39
  Dave Hamilton: join our loyalty program, all the things, blah, blah, blah, blah, blah.
• 2:42
  Dave Hamilton: And then it said, uh, it essentially asked the question, do you have feedback to share?
• 2:46
  Dave Hamilton: Uh, and it said, whether it's a shout out feedback or a big idea,
• 2:50
  Dave Hamilton: text our COO at, And he gave his number and it says, yes, that's actually his real number.
• 2:58
  Dave Hamilton: And I love that. Like making yourself accessible to your customers.
• 3:06
  Dave Hamilton: I mean, what a message this sends, right? And what's shocking to me is that,
• 3:12
  Dave Hamilton: it wasn't until retelling this encounter to you,
• 3:17
  Dave Hamilton: that I realized I should have in the moment, and I still can and will,
• 3:20
  Dave Hamilton: text him and tell him that I miss having the QR code on the thing.
• 3:26
  Dave Hamilton: Like, why wouldn't I tell him this? They give, they've literally asked for it.
• 3:30
  Dave Hamilton: And I love that they've asked for it because they're going to be able to level up.
• 3:34
  Dave Hamilton: Are they going to get, you know, feedback from, uh, that, that maybe isn't so
• 3:39
  Dave Hamilton: positive. Of course, you know, and some of that's positive and that's more important.
• 3:44
  Dave Hamilton: Yeah, exactly. Yeah. Yeah. So, yeah.
• 3:47
  Shannon Jean: That's a great idea. Even if you use a, uh, you know, even if it's not his real cell number, right.
• 3:53
  Shannon Jean: But it's an automated, you know, not automated where it's going to kick you
• 3:56
  Shannon Jean: back an instant reply, but something there you're capturing that data that then
• 4:01
  Shannon Jean: you can have some, you know, follow up afterwards and thank them or
• 4:05
  Shannon Jean: give them a coupon code or something like that, that they could use sometime.
• 4:10
  Shannon Jean: It really sends the right message, right?
• 4:12
  Dave Hamilton: Personalizes everything.
• 4:13
  Shannon Jean: Personalizes everything. And you can do it in so many different ways.
• 4:17
  Shannon Jean: Remember that guy who used to put his social security number on the billboards
• 4:21
  Shannon Jean: or in the commercials? It was like for us.
• 4:23
  Dave Hamilton: I forgot about that.
• 4:24
  Shannon Jean: Yeah, I mean, it was crazy where he was, it was a life lock is what it was,
• 4:29
  Shannon Jean: right? And they were doing that stuff, but I mean, that's a little extreme.
• 4:33
  Shannon Jean: I don't suggest you do that, but it certainly got a lot of attention.
• 4:36
  Shannon Jean: And just like this gets a lot of attention that'll be going out to tens of thousands
• 4:40
  Shannon Jean: of people that we talked about. I think it's great.
• 4:42
  Shannon Jean: Yep, I love it. It's smart. It's smart. It's really smart.
• 4:45
  Shannon Jean: And there's so many ways you could automate it now too, where it's personal.
• 4:51
  Shannon Jean: I think we are really, I mean, we're in it, but it's just going to get better and better.
• 4:55
  Shannon Jean: The age of personalization, that the management of data is so much better now that,
• 5:05
  Shannon Jean: you know, we can treat our customers as individuals in so many more instances
• 5:10
  Shannon Jean: than we used to be able to.
• 5:12
  Dave Hamilton: You know, when you, the reason that you and I wound up being introduced to each other,
• 5:19
  Dave Hamilton: was because you were a customer of BackBeat Medias, right? You were buying on
• 5:24
  Dave Hamilton: our websites. It was long before podcasts were even a thing.
• 5:27
  Dave Hamilton: And I remember the first conversation that we had, and it was so,
• 5:31
  Dave Hamilton: the reason I remember it was because it was something that we worked hard towards.
• 5:35
  Dave Hamilton: You said something about, you know, man, like you guys, I love what you do because
• 5:40
  Dave Hamilton: you send me these automated reports every week about my ads progress,
• 5:44
  Dave Hamilton: and it's super valuable to just get them in my inbox.
• 5:46
  Dave Hamilton: I don't have to ask and nobody else even has this information and you just make it super easy.
• 5:51
  Dave Hamilton: And I remember thinking, okay, great. It was validation of something that my
• 5:57
  Dave Hamilton: business partner, Greg, and I had talked about years before.
• 6:01
  Dave Hamilton: We started the business when you could be an idiot and make money on the internet.
• 6:05
  Dave Hamilton: You know, we were basically just order takers.
• 6:08
  Dave Hamilton: That doesn't work anymore? No.
• 6:10
  Dave Hamilton: Well, I mean, actually, no, it totally works. But, you know,
• 6:13
  Dave Hamilton: you have to get lucky in a sense, right? And we did.
• 6:16
  Dave Hamilton: Certainly uh we started a business in the right thing at the right time and
• 6:20
  Dave Hamilton: we were order takers for like a year and then the market fell out from underneath
• 6:25
  Dave Hamilton: us the whole you know internet's,
• 6:27
  Dave Hamilton: like the stock market you know the internet bubble burst in like 2001 or whatever
• 6:30
  Dave Hamilton: it was and uh but thankfully we hadn't spent all the money that we had earned,
• 6:35
  Dave Hamilton: and we realized that okay now that you know our our like.
• 6:41
  Dave Hamilton: The the value of any given ad dropped by less to less than half of what it was
• 6:46
  Dave Hamilton: and so it was like okay maybe this is what they're actually worth now so that's
• 6:49
  Dave Hamilton: a good thing you know but uh
• 6:52
  Dave Hamilton: we can't like we can't do it the way that we would have been able to do it with that money,
• 6:57
  Dave Hamilton: It was coming in before. And so what we did was we took the extra money that
• 7:01
  Dave Hamilton: we had laying around and automated the crap out of everything that we could,
• 7:07
  Dave Hamilton: to preserve our time to spend interacting with people.
• 7:13
  Dave Hamilton: Yeah, I love it. And we've always been doing that. But now technology,
• 7:17
  Dave Hamilton: I mean, technology has always made that possible.
• 7:20
  Dave Hamilton: Technology continues to advance to where it's easier and easier for every business
• 7:25
  Dave Hamilton: to do those kinds of things.
• 7:26
  Dave Hamilton: And I think that's what you're saying here is that this age of personalization
• 7:31
  Dave Hamilton: is part of that, that you can personalize the stuff you're automating and then
• 7:35
  Dave Hamilton: also just be personal with people. So, yeah.
• 7:38
  Shannon Jean: Yeah. And be able to, you know, the data that you have about them,
• 7:43
  Shannon Jean: be able to use it in a really productive way that I think was more difficult, you know, in years past.
• 7:51
  Shannon Jean: I think it's just a great way to connect.
• 7:53
  Dave Hamilton: Yeah, no, I love it. I think it's great. i think it's great uh yeah yeah customers
• 7:59
  Dave Hamilton: we got to take care of our customers and
• 8:01
  Dave Hamilton: yep and every business is the customer service business and you got it the tech
• 8:05
  Dave Hamilton: we have today makes that super possible all right we,
• 8:10
  Dave Hamilton: are going to talk about um,
• 8:12
  Dave Hamilton: how to how to manage your flow when you lose a customer or you know like,
• 8:18
  Dave Hamilton: big customer big customers yeah uh,
• 8:22
  Dave Hamilton: The next thing we're going to do is tell you about our sponsors.
• 8:26
  Dave Hamilton: And look, entrepreneurs, we spend all year telling everybody the business is doing great.
• 8:31
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• 11:36
  Dave Hamilton: So, you lost a big, in a theoretical world, you lose a big customer.
• 11:41
  Shannon Jean: No, it's a real world. I'm going to tell you a real world example.
• 11:43
  Shannon Jean: I'm going to name names. I'm going to name names.
• 11:46
  Dave Hamilton: He's got receipts, folks. And they don't have the COO's number on them. That's right. No.
• 11:51
  Shannon Jean: So, I will tell you that I've had some giant customers buying parts from me,
• 11:59
  Shannon Jean: repair parts, different things from one company to another.
• 12:02
  Shannon Jean: Companies like circuit city sure the good guys radio shack companies that at
• 12:08
  Shannon Jean: at one time or another all three of those companies were my number one customer okay buying buying
• 12:14
  Shannon Jean: hundreds of thousands of dollars worth of components from us every single month
• 12:18
  Shannon Jean: right yeah and one after another they all disappeared so
• 12:25
  Shannon Jean: there's a lot to break down about that you could talk about you know what happened
• 12:29
  Shannon Jean: why are they gone but sure what i really want to talk about is how you
• 12:33
  Shannon Jean: sustain things how you recover when you build up because it's not like they
• 12:37
  Shannon Jean: they drop a or they turn on the fire hose and they start giving you hundreds
• 12:41
  Shannon Jean: of thousands of dollars worth of orders every month right away
• 12:45
  Shannon Jean: you slowly build trust you build credibility they start by they start nibbling
• 12:50
  Shannon Jean: a little bit can you fill this order yes can you fill this order here's a po give you a chance
• 12:54
  Dave Hamilton: And you either deliver or you don't.
• 12:56
  Shannon Jean: Yeah. Yeah. So if you perform, they keep getting bigger and bigger and bigger.
• 13:00
  Shannon Jean: So when that happens, well, you're like, wow, we need more people.
• 13:04
  Shannon Jean: You know, wow, we need more space. We need more inventory.
• 13:08
  Shannon Jean: And then one after another, each of those three companies imploded with not
• 13:14
  Shannon Jean: a ton of warning, but, you know, little signals.
• 13:19
  Shannon Jean: But I mean, I think when Circuit City went, when they closed, you know, I had,
• 13:26
  Shannon Jean: hundreds of thousands of dollars for the open purchase holders with them uh
• 13:30
  Shannon Jean: right and so as a small business you start freaking out like not only
• 13:35
  Shannon Jean: do they owe me a bunch of money which we were able to get paid for eventually
• 13:39
  Shannon Jean: but i've got all these resources allocated to their account and and the worst thing about
• 13:46
  Shannon Jean: in my opinion about being a small business owner is having to like lay people
• 13:50
  Shannon Jean: off i hate that i don't want that you know it's it's awful an awful experience
• 13:55
  Shannon Jean: there is no oh just let hr do it you're always doing it no
• 13:58
  Dave Hamilton: You are hr yeah yeah.
• 13:59
  Shannon Jean: Yeah yeah and so i think the key after it happened the first time and i don't
• 14:05
  Shannon Jean: i think it might have been good guys that that went under
• 14:10
  Shannon Jean: yeah um we just really started watching for the signs of what would happen and
• 14:17
  Shannon Jean: bringing everybody into the conversation so as we built up let's say like our
• 14:21
  Shannon Jean: circus city business and it grew and grew and grew and it was wonderful for
• 14:24
  Shannon Jean: for a number of years sure uh
• 14:27
  Shannon Jean: we really communicated about and i always say this the only constant is change
• 14:32
  Shannon Jean: so the team that managed that account i often was like hey this is great we
• 14:37
  Shannon Jean: want to do take care of it but there's a good chance
• 14:41
  Shannon Jean: that it's not going to last forever right there's a good chance that something
• 14:44
  Shannon Jean: is going to change and either their requirements may change or whatever so we need to be ready.
• 14:50
  Shannon Jean: And as you build out this parts business or you're selling it,
• 14:54
  Shannon Jean: how do we add another level or how do we stabilize it?
• 14:59
  Shannon Jean: So if that customer disappears again, it doesn't, you know, really hurt us or
• 15:05
  Shannon Jean: freak me out for six months or, you know, and everybody can,
• 15:09
  Shannon Jean: you know, have something to do, right?
• 15:11
  Shannon Jean: Because if you lose that client that you're servicing And what it turned out
• 15:15
  Shannon Jean: it did is it allowed us to start an entirely new parts division
• 15:22
  Shannon Jean: we took their skills. It's like, okay, that's your main customer.
• 15:26
  Shannon Jean: They're driving all this infrastructure.
• 15:29
  Dave Hamilton: Let's take those resources.
• 15:31
  Shannon Jean: They're paying to build it in essence. Let's take that.
• 15:35
  Shannon Jean: And what do we build out with it? And we built Tech Restore Wholesale.
• 15:40
  Shannon Jean: And that became our parts division where before we sold parts and these companies
• 15:45
  Shannon Jean: kind of came out and said, hey, can you get us these parts? Yes,
• 15:47
  Shannon Jean: we'll do this. We'll do this.
• 15:48
  Shannon Jean: But it led us to building an entirely different division of the company that often
• 15:56
  Shannon Jean: generated more revenue than the repair division or the refurbishment or the
• 16:00
  Shannon Jean: reselling division, those parts, the wholesale parts, and used all those resources.
• 16:05
  Shannon Jean: So when the time came, when Circuit City closed up or when Radio shack closed
• 16:09
  Shannon Jean: up well we had hundreds of other maybe smaller clients yeah
• 16:15
  Dave Hamilton: But that's the best.
• 16:17
  Shannon Jean: That's the best yeah and and i would argue maybe they're better because they
• 16:21
  Shannon Jean: don't beat you up on profit on margins and they
• 16:24
  Dave Hamilton: Don't have the leverage too.
• 16:26
  Shannon Jean: They don't have a leverage when you have a you know a thousand pound gorilla
• 16:29
  Shannon Jean: telling you yeah we're going to bring you millions of dollars for the business
• 16:32
  Shannon Jean: but here's the prices that we can pay and we want to pay you in 60 days right
• 16:38
  Shannon Jean: instead of that kind of thing.
• 16:40
  Shannon Jean: So it's an opportunity when you have these big clients, communicate with your
• 16:48
  Shannon Jean: team and talk about what would happen if they were gone tomorrow.
• 16:52
  Shannon Jean: What would happen?
• 16:53
  Dave Hamilton: What would we do?
• 16:54
  Shannon Jean: Okay. Let's take that exercise. Let's, let's take it even further.
• 16:58
  Shannon Jean: What do we do now? So if they disappeared six months from now,
• 17:04
  Shannon Jean: whatever, three months, we, we would all still be here and we could use all
• 17:08
  Shannon Jean: these resources that we have, that we've developed.
• 17:10
  Shannon Jean: And, you know, I had, you know, we had to get ISO, you know,
• 17:13
  Shannon Jean: 9001 certified and all these resources that we had allocated for these clients
• 17:20
  Shannon Jean: and it turned into a great business.
• 17:21
  Shannon Jean: And even after they all disappeared, that company, you know,
• 17:24
  Shannon Jean: that division in our company did, it was so profitable. It was amazing.
• 17:29
  Dave Hamilton: I love that. Yeah. I've always said that if you give me the choice of having
• 17:34
  Dave Hamilton: one client that's going to pay me $20,000 or 20 clients that are each going
• 17:39
  Dave Hamilton: to pay me $1,000, I will choose plan B every time.
• 17:42
  Dave Hamilton: It's a little more customer service headache in theory and might and maybe in
• 17:47
  Dave Hamilton: practice too but in both cases i know one thing is true at least one client is going to go away,
• 17:56
  Dave Hamilton: and yes it's absolutely right when it's the 20 000 well you know you can do
• 18:00
  Dave Hamilton: the math right you know yes so um all,
• 18:02
  Dave Hamilton: right so i i i loved our um oh what's going on there i love that sound the double
• 18:09
  Dave Hamilton: sounds love that that's fun,
• 18:13
  Dave Hamilton: um i loved our conversation about the age of personalization almost as much
• 18:16
  Dave Hamilton: as i love the double sounds but,
• 18:18
  Dave Hamilton: i think our big takeaway is answering the question what would happen if your
• 18:24
  Dave Hamilton: biggest customer disappeared tomorrow because yeah like like you said changes
• 18:29
  Dave Hamilton: aren't permanent but changes i mean you didn't say yes,
• 18:33
  Dave Hamilton: professor pierce said that but that's what you meant and uh,
• 18:37
  Dave Hamilton: And I think preparing for that can serve your business very,
• 18:41
  Dave Hamilton: very well. I think that's my vote for the big takeaway.
• 18:45
  Shannon Jean: I would agree. I think it's a great takeaway. And I think it's a discussion
• 18:47
  Shannon Jean: you should have with your team.
• 18:48
  Dave Hamilton: No matter what.
• 18:50
  Shannon Jean: No matter what. Not that, hey, we're paranoid and we're about losing this customer. No, no, no.
• 18:54
  Dave Hamilton: No, it's not paranoia. This is practical.
• 18:57
  Shannon Jean: Yes, very practical. What would
• 18:59
  Shannon Jean: happen if this occurred? And how would we respond? How would we respond?
• 19:04
  Dave Hamilton: Yeah.
• 19:04
  Shannon Jean: When you get all that good data from your team, then you go,
• 19:08
  Shannon Jean: well, what if we just built that now?
• 19:10
  Shannon Jean: How would it impact our business and what other opportunities?
• 19:14
  Shannon Jean: So that's what we're going to dig into on our business plan.
• 19:20
  Dave Hamilton: Business blueprints.
• 19:21
  Shannon Jean: Business blueprint, thank you. Which you can get, it'll be uploaded after this
• 19:26
  Shannon Jean: episode at businessbrain.show slash blueprint. You can grab it for free.
• 19:31
  Dave Hamilton: It's true. He said businessbrain.show slash blueprint. Make sure to visit that.
• 19:35
  Dave Hamilton: And do me a favor. Keep living that charmed life, huh? We'll see you Friday.
• 19:39
  Shannon Jean: See ya.