June 16, 2025 • 31 mins
What can a $1.50 pimento cheese sandwich teach us about world-class customer service? A lot if you're at the Masters Tournament.
In this episode, we unpack what Augusta National gets right about the customer experience, from spotless restrooms to screen-free serenity, and how those small details add up to something unforgettable. Benji shares his firsthand experience attending the Masters, and we explore how intentional, friction-free service turns everyday moments into stories worth sharing.
If you're a business leader, team builder, or care about creating meaningful moments for others, this one’s for you. Season Three of Higher Up starts here with a masterclass in service excellence from one of the most exclusive events in the world.
Mark as Played
Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:11):
all right.
Well, benji brady, hey guys,welcome back in.
Hey, we've had a little bit ofa break.
Hopefully our people haven'tleft us.
But, um, look, the two of y'allhave been so busy.
We've had storms in Kentuckythat your teams have been
helping with.
We've just had life going onend of the year.
(00:33):
It's just been crazy foreverybody, but we are here and
officially starting season three, so I don't know we're doing
like 15 episodes a season.
We'll see.
Speaker 2 (00:45):
Who knows?
I mean we had 10 and 15 adds upto 25.
This may be a 25.
I'm only kidding this won't bea 20, but season three, it's
gonna be fun technically, we'rein episode 26.
Speaker 1 (00:55):
We're 26 episodes.
We were uh joking a little bitbefore as well.
We're like you know what?
Brady has to be 100, the reasonthat we're here?
Because his uh abundancy overscarcity issue, ish um episode
is over a thousand.
Oh yeah, downloads.
So brady's awesome.
Speaker 2 (01:10):
You bring in the heat man bring it, bring it and
whatever it takes.
I want to say you know, yeah,we have taken a little break and
, um, we just appreciate youguys very much.
I mean, we still have peopledownloading Adam, we, we
surpassed the 7,500 downloadsbig.
I see people on you know thedifferent podcast feeds and all
and they're like hey, I got 10episodes and I got this and we
(01:32):
were like man, we finally hitthe 7,500.
What a, what a, a mountain toclimb.
But we're there and we we can'tdo it without you.
Lots of people sharing and onsocial and sharing the feed of
podcast or whatever.
Again, remember, if you'retuning in for the first time,
you can download any platformyou got.
You can always go tohigheruppodcastcom.
Speaker 1 (01:53):
Next achievement is $10,000.
We'll get there.
That's big.
We'll get there with ourlisteners.
Help, we got it.
We got it.
Last I checked we're about 50over 7,500.
So we're getting there, yeah.
Speaker 3 (02:08):
Maybe the 10,000th download gets a higher up
branded coffee mug I got it.
Speaker 1 (02:15):
I'm still waiting on mine.
Speaker 2 (02:16):
I got it.
Yeah, me too.
Me too, actually, speaking ofguys.
So I'm glad you mentioned thatwe do have a little merch shop
up on the website, all right, sowe still got to get some more
stuff up there, but you canorder a coffee mug if you want,
can.
Speaker 1 (02:29):
I go purchase something right now, while we're
doing the episode, you can.
Speaker 2 (02:33):
HireUpPodcastcom.
You can do it right now.
Click the merch shop and do it.
It'll send it wherever you want.
I do want to let you guys knowthat the proceeds there's not we
don't have much in there forthat.
So, just so you know, if thereis any, we're going to be
donating it to charity anyway.
So, um, whatever that is, youknow, feel free to feel free to
order.
You can order a hoodie, you canorder a shirt, whatever, but
(02:53):
man, we got I'll tell you, adam,we got a.
This is going to be a reallyfun episode starting out the new
season.
Speaker 1 (02:58):
I'm really excited about this well, this, this one
is really we were joking as aswell that this is kind of your
episode.
This is your topic.
This is actually big for youbecause I know you are a Masters
lover.
You love everything Masters.
I know Masters Weekend, as longas I've known you, I mean you
(03:19):
guys even you know you order thefood kit that comes in so y'all
can feel what it.
You know, have masters at home,which is, by the way, marketing
totally aside from that isphenomenal, oh yeah, oh yeah.
It's such a phenomenal way todo it, but it's a really big
deal for you guys.
Y'all love it.
Your whole family loves it.
I see your, I see your familyposts about it for you guys,
(03:39):
obviously, sarah's photographerlove Sarah's photographer, love
all the stuff that the mastersput out when it comes down to
this beautiful stuff.
But, um, well, the biggestthings and this and what was
really cool is I noticed that alot this year on social media.
Um, I don't know if you caughtit as well they talked a lot
about the customer service andwhat it's like, and, um, I even
saw ESPN post some thingsbecause, um, when Rory won it,
(04:03):
nobody's taking a picture in thebackground, which, in today's
age.
Oh yeah, unheard of, unheard of.
And that was one of the thingsthat was cool I remember seeing
and this is just one of thethings with customer service but
they don't allow phones, and itwas really neat to see people
just in the moment.
Right, we're in an age where wewant to capture the moment.
(04:25):
Let somebody's job be in themoment.
Ken Griffey Jr, by the way,killed it, oh, killed it, killed
it, but just things like that.
So that was something that wasneat this year that I felt like
was a theme on social media wasthe customer service, and I feel
like for our team, team Wilson,customer service, our customer
journey, has something thatwe've been focusing on this year
(04:47):
, and so I think this will be agreat thing for you to kind of
dive into and share a little bitwith Brady and I what, what,
what kind of happens at themasters customer service.
Speaker 2 (04:57):
Yeah, and and and obviously we're gonna, we're
gonna turn this into part of thepart of your business.
You know, whatever you may bein, what field you're in um,
towards the end.
But the masters has, as Adamsaid, it's been huge for for me
for years.
Brady watches it every year.
Our my family has all boughtinto it every year, uh, which I
don't know how we got our kidsinto it, but they're into it.
(05:18):
But so we got, just so you guysknow you can go to the
masterscom and anyone can enteryour email address for lottery
tickets.
It's free to enter, doesn'tcost anything.
I started doing this in 1999every year.
So right after the Mastersfinishes, which is most of the
time, it's in April.
(05:39):
Okay, sometimes it ends inMarch, just depending on when
they do it, and there was theone year they did it in November
due to COVID.
They had to push it forward.
But see, I know too much aboutthe Masters, but the Masters.
So the cool thing about theMasters is again 1999, entered
(06:00):
the lottery pick.
I tried to get tickets to theMasters for 20 years and finally
in 2018, finally in 2018, I wasabout to give up doing it
because I thought it was a hoaxand I actually entered again and
when you go to enter, it'll sayyou can enter for two tickets
for the practice rounds or,excuse me, four tickets for the
practice rounds and two ticketsfor every day of the tournament.
(06:22):
Now, you're not going to getall those tickets.
It's essentially a lottery.
Only so many people get in.
So I actually got two tickets.
Most people say the first timeyou ever get in, you get a four
ticket option to a practiceround.
You don't get a tournament dayround.
I got two tickets to theSaturday round for 2019.
And it happened to be the yearthat Tiger Woods won the masters
(06:46):
this last time.
Speaker 3 (06:48):
Now.
Speaker 2 (06:48):
I was a part of when Tiger had the 2005 on TV shot on
16 impossible shot.
Um, most people don'tunderstand about the masters.
When you go, there's not ablade of grass out of place.
We actually went, sat on hole13.
We actually walked every holeuntil we got to 13.
We sat there, waited for Tigerto come through and then we
(07:10):
followed him in.
The place is amazing, the foodis amazing, but, most
importantly, the customerservice is amazing.
This place, you cannot fathomthe shots, the reason they call
it the Masters.
You cannot fathom the shots,the reason they call it the
Masters.
These professionals that areplaying this game cannot even
see the flag that they'rehitting.
(07:30):
At most of the time, most ofthe shots are blind shots.
They are hitting at a targetsomewhere in the sky or a tree
or a limb or whatever.
It's unbelievably amazing.
But the cool thing about theMasters is the customer service.
Okay, so I'll give you a coupleof things.
When you go to buy food at theMasters, a pimento cheese
(07:51):
sandwich is $1.50.
A barbecue sandwich is $2.
A drink is $1.
It is the most reasonable ratesof anything you can get and
this food is really, really good.
Now I will say that they gotegg salad, which Sarah loves.
Egg salad I like the pork.
The pimento cheese is fantastic.
I'm not so sure that the eggsalad is not made by um, by
(08:14):
someone in Birmingham, becauseit tastes the same as some of
the restaurants we go to and,who knows, maybe they just white
label it, put the masters on it.
But the cool thing about that isthe way they get you in through
the lines so fast and even therestrooms.
When the men line up to use therestrooms the line is so long
(08:35):
but you are in and out as soonas you're done using the
restroom guys, they have someonecome clean it like quickly, oh
Lord, and then they're wavingthe next person in.
It's that fast of service.
When you go to the pro shopthey sell.
I was told I don't know if thisis true on a website or
something they sell like amillion dollars every 10 minutes
(08:56):
or something during the Masters.
Now again, I don't know ifthat's true, but they only let
50 people in at a time.
But those 50 people.
When they let 50 people in at atime, but those 50 people, that
, and when they let 50 peoplethrough the five minute clock
hits, 50 more people are through.
When you buy your stuff, youcan take it next door.
They will hold your items.
Because, again, you can't havephones.
You can't like.
If you walk up to the gate witha phone, you're they're not,
(09:18):
they're banning you for life.
You can't even get in anymore.
So you, you drop your when dothey put everything?
Speaker 1 (09:24):
Do you have to leave it in your car?
Speaker 2 (09:25):
No, they have a locker, probably like a locker.
It's a locker room.
They give you a ticket, avoucher, and then when you come
back, when I say, you give themyour voucher and they have your
stuff there within less than aminute.
It is that fast of service.
Speaker 1 (09:38):
But you keep your wallet and everything, obviously
, yeah.
Speaker 3 (09:41):
So, benji, are you?
Are you telling me that the thethe line to the men's restroom
is like the Chick-fil-Adrive-thru?
Speaker 2 (09:48):
I promise you, I'm not, I'm not exaggerating you,
I'm not.
I promise you guys, it is.
It's exactly like that.
Like you they are, they arewaving you through fast and as
fast as you can finish therestroom.
I hate to say it this way.
Whether you're standing guys orsitting guys, it doesn't matter
.
I didn't go to the women'srestroom, but I can only imagine
it's the same type of serviceover there.
I'm glad you did not, but Iwill promise you it is that fast
(10:12):
, as soon as you're done, thatrestroom is clean.
It is clean for you to use it.
So, really, really neat.
So you know, getting into thehonestly, it's just so simple.
To Adam, you mentioned it wassocial media.
It's just so simple.
The way they have the setupdone.
The concessions are affordable.
They focus on value andexperience.
The branding, as you mentioned,is first class.
(10:35):
Um, everyone knows the music tothe masters.
It's that same theme every year.
Everyone knows and you knowit's not just about the golf
tournament, it is for the peoplethat are playing and they call
them patrons.
By the way, I learned this aboutgolf at the Masters they don't
(10:55):
call it the back nine, so youhave most people call it the
front nine, that you Front nine,the back nine and the back nine
.
They call it the second nineand they will actually penalize
you if you're a broadcaster orwhatever.
If you call it the back nine,it's called the second nine.
Everything has a rhyme or areason to the masters.
So what is their secret?
(11:16):
Honestly, it's just theirattention to customer feelings.
It's all about the customerexperience, to your point.
For those four days and I'lleven give you the practice
rounds for those four days ifyou're at the tournament, there
is no phone.
Life is simple.
You can hear the birds chirping, you can feel the wind blowing,
(11:37):
you can see the people next toyou.
There's no talking, there's no,it's all about watching the
literal masters play this game.
That is just.
Speaker 3 (11:48):
It's earth shattering , to be honest with you I mean,
if you, if you really, if youreally think about it, though,
it's a really cool picturebecause you know, kind of going
back to, uh, our last episode,talking about people first, I
mean, the masters seems likelike they do it better than
anybody and something to look upto in a world that we're on our
(12:11):
phones, we're on our computers,we've got TV, we've got YouTube
, we've got podcast, even thoughyou should be listening to this
podcast, but we're just so.
We live in a society that's sodistracted and you know, even my
wife and I were talking aboutit the other day is it's when
(12:33):
you get in front of people andyou just turn off all the
distractions and you get to knowwho people are and really
interacting with them.
It sounds like the Masters doesthat on purpose is take out all
the distractions, take out allthe noise, and you get back to
nature, you get back tosimplicity, you get back to what
(12:54):
really matters and, at the endof the day, what really matters
is people.
Speaker 2 (12:59):
Yeah, that's a great point's a great point.
I mean, it is about the peopleand you know, you could, um,
right, you could probably tiemost of our core values as you
mentioned the last two to whatthe masters does, um, their,
their experience.
You know, I just I'm I'mspeechless because I've been
there and it's, it's just, it'sjust amazing.
So here's a couple of thingswhat we, what can we apply?
(13:25):
Okay, how can we apply themasters to what we do in our
everyday business, everyday life?
All right, so, augusta plans,from the time that you pull up
to park to the time that you, bythe way, you're actually
parking on fairway, uh, most oftheir parking lots are not
actual paved parking lots, theyactually you're parking in a
field.
They take this grass, this,this turf, it, it, and it looks
(13:47):
like turf.
That's where you park, okay,and so, from the time you park
to the time you come back toyour car, it's about the journey
, from the time you go in thegate, the way things look, the
way things feel, the way thingssmell, the way things appear to
you.
It's about the customerexperience.
So, in your business, if themaster's has gone to this length
(14:08):
, how can we map our customerjourney to be something similar.
Now again, every business isdifferent, but their first touch
point is how can I help you,how can I?
What's your experience likewhen you're here today?
What can I do to make it thebest experience it possibly can
be?
You sense that in all thepeople Brady just mentioned, all
(14:29):
the people make it happen.
I mean, I can't tell you howmany hundreds of people are
probably there that are eitherprobably volunteering to be
honest with you.
And then what are some of theneeds and friction points that
we can avoid?
All right, and again, we talkedabout the restroom thing.
How many times you go into apublic restroom and you're like,
oh man, I got it.
(14:49):
I don't even want to use thebathroom.
You know, you don't feel likethat at the masters.
Everything they have they'vethought out and it's well
documented.
I'm sure they have SOPs wecouldn't even imagine, or,
honestly, maybe simple SOPs forthat matter.
Speaker 3 (15:05):
Well, I mean and to and to that point, I mean, think
about if you're, if you're onthe road, and let's take, let's
take just the restroom thing.
Okay, I mean, this may be goingoverboard, but when I, when I'm
, when I'm on a long trip andand we've got to go, you know
(15:26):
yeah, yeah for sure, then I'mlooking for one or two places.
I'm either looking for marathonyeah, because I know they got
clean restrooms and the, the,like the creme de la creme which
is there there's not as many ofthem, but I'm looking for
Bucky's.
There you go, you know, becauseyou know the experience.
You know, typically, whatyou're going to get.
I'm probably not going to theshell station.
You know what I'm saying, right, but that's, that's the.
(15:46):
That's the type of thing thatthey take pride in and and you,
I know you've been to a coupleof different tournaments, but
the golf tournaments, but themasters, really stands out
because of the experience thatyou had and you talk about it
and and people hear about it andit makes them want to, you know
, get on the lottery.
It makes them want to go to thetournament, it makes them want
(16:07):
to go to experience what it'slike, so they can have the same
experience that you did.
Speaker 2 (16:11):
Yeah, it's how do you , how do you to your point, how
do you make the ordinary feelextraordinary when you go
through that line you're notjust going through the line, a
concession stand line feel likean honor.
It's not a transaction.
They're not worried about that.
You know, hey, this is going tocost you, boom, boom, boom,
(16:32):
boom.
They're trying to make you feellike it's an honor to have been
there and buy the food.
And it's not a steak dinner,guys, it's a barbecue sandwich.
It's an egg salad, pimentocheese sandwich.
It's simple.
How do we take our basic, justbasic, services?
Okay, when any businessprobably has this scheduling,
(16:52):
invoicing, follow up, how do youadd a little bit of flavor to
that to not just make it aboutscheduling a job, invoicing,
follow-up?
How do you add a little bit offlavor to that to not just make
it about scheduling a job,invoicing, a project, following
up?
How do you give it that extracustomer service touch I know
some people probably usehandwritten notes some warm
greetings, unexpected kindness,maybe it's a video from someone
(17:13):
just thanking him for work,whatever that is, make it
extraordinary.
I think, adam, we were talkingabout it on one episode a while
back about I think it was NickSaban, you know making.
He takes ordinary things andmakes them extraordinary right,
whatever those basic things are.
So it's really really cool.
Speaker 1 (17:33):
So tell me this, as you're talking more for our
listeners what do you guys feellike is something that maybe
recently, especially with thecore values and really pushing
those, as we've talked aboutthat in the last season what is
something that you two feel likeis a process or a customer
(17:53):
service that y'all have beenworking on with the team
recently that gives thatmaster's touch?
Is there anything right nowthat you guys are doing from the
start, whether it's beginningor the end of the job?
What's something that y'all aredoing that you feel like gives
that touch for customers?
Speaker 2 (18:13):
Well, I'll let Brady talk about that because again,
he mentioned coffee with the CEOin the last episode or two.
Some of the things we're doingand we're going to talk about
this in Lesson 3 in a minute buthe can talk about even with our
core values and how we arereminding our teams of that on a
(18:44):
constant basis.
Speaker 3 (18:45):
I know that because you can talk about things one
time like, hey, we need to bebetter at customer service, we
need to be better at this, andthen it just kind of goes to the
wayside and it's somethingthat's got to be constantly
shared.
I think we've talked about this, but for you leaders out there,
you know you may be a part of aC-suite, you may be a CEO, you
(19:05):
may be a CFO, you may be a CTO,whatever those C-suite letters
are, but I will tell you thatyou're also a CRO.
Okay, and a CRO.
You may have never heard of it,but you are the chief reminding
officer, and so a chiefreminding officer is constantly
reminding people of what thoseimportant things are in your
(19:29):
organization.
And I'll give you a I wish I'dhave had my camera yesterday,
and so I'm sitting in my office.
My office is at the front ofour building.
It's got windows in front.
We had a customer that came andI think they were picking up a
packet for their packout orsomething.
(19:50):
I don't remember exactly whatit was, but the customer walks
outside, goes to get in her car,and then one of our employees
was coming into the building andher name is Misty and she's one
of our production techniciansand you should have I don't know
what was said, but you shouldhave seen the embrace that
happened.
The customer and Misty likelocked each other and went and
(20:15):
just gave each other this hugehug.
And it's hard to hear throughthe window.
Yeah, yeah, but they're givingeach other this huge hug.
It's like oh.
I'm so glad to see you.
You know, I'm just here pickingup something that's not
something that you can teach,right, that's something that
you're embodying with what youare communicating as a leader.
(20:38):
I mean, and I do have a pictureof this next one.
But two days ago I'm walkingaround the office a little bit
and I saw one of our teammembers that was taking out the
trash.
Now, it's a simple thing, right?
And I said, hey, just having aconversation, no-transcript.
(21:20):
Whatever their core values areis, they are sharing these items
or these things with theiremployees, their team members,
and it just starts to become aningrained thing that you don't
have to tell them to dosomething.
They're just going to do itbecause it just it's natural,
it's it's the little things that, going back to Nick Saban you
(21:43):
know he says a lot of times it'sthe little things are are the
easiest things that people don'tdo.
Well, you know.
So if you can, if you can takethe little things and really do
the little things well, thenthose really become the ordinary
things that becomeextraordinary.
Speaker 2 (22:02):
Yeah, that's great.
And you mentioned our team,brady.
Lesson number three empowerevery team member, and we talked
about this with volunteers atAugusta.
But they just don't volunteer.
They own the guest experience.
So think about this in yourbusiness, whatever business you
might be in how do you own thecustomer experience, not just
(22:25):
the transaction?
That was a big thing that hithome for me when we were dialing
in the notes for this episode.
Train our team to think likehost, not just workers.
Train our team to think likehost, not just workers.
What does the process do?
And to your point, adam, if youwent to a restaurant, let's say
, and you ordered whatever youwould normally order, let's just
(22:47):
say it's a steak and you'relike, hey, I would like that
medium.
If it came out medium rare,what are you probably going to
do?
Speaker 1 (22:55):
I probably would just eat it.
I'll be 100 you're.
You're a medium rare guy I, Iwould just feel bad being like,
hey, I don't like that, I I'veeven, I've even joked, because
my dad's the type of guy thatwould send something back.
And I, I always, I I'm apleaser, I'm like you know, I
don't know.
I I mean, if it came out toomuch, I don't know if I would
send it back, just because,again, I understand things
(23:18):
happen, I guess.
But that's just me, but youknow, I totally killed your
point.
Speaker 3 (23:22):
No, no, it's great though.
Adam, are you scared thatsomebody's going to spit on your
steak?
Is that it?
Speaker 1 (23:27):
I will not confirm nor deny, but that does cross my
mind from time to time.
Speaker 2 (23:32):
No, the thing is, it's a great point, though Some
people are just like that, Somepeople just want to.
You know, hey, I know it's nota problem, I'll just deal with
it and that's okay.
There are some people that arelike, look, if I go to this
restaurant because, again, I'm aconsistency guy, I go to these
same places a lot of times Ifthe consistency becomes
(23:54):
inconsistent, I'm like whoa,wait a minute, you know what is
this.
But something's off?
Yeah, At the masters, they ownthe experience.
And how can we help make sure?
If one thing goes wrong in ourbusiness, one process gets
messed up, then the process.
We try to correct it.
Obviously, every everyone would, but sometimes we get off track
and we just well, that justhappened.
No, we need to fix the problem.
(24:15):
But if we can continue to trainand empower our team, To
empower our team members.
Speaker 3 (24:23):
Yeah, we got several of them.
Yeah, I mean People first,people first.
Yeah, relentless execution.
Pursue excellence, pursueexcellence.
Speaker 2 (24:32):
That's what I was getting.
Pursue excellence, own it,pursue excellence, pursue it and
give them permission to solvethe problems, but serve
generously, give them, empowerthem, right Lesson number.
So lesson number four we gottwo more, we'll be finished, but
consistency builds trust.
Consistency At the Masters,everything feels the same.
(24:53):
It's pristine, it's polished.
Let's be honest, the bathroomsare polished.
Okay, pristine, polished andperfect.
When they cut that grass, thereis not a blade and I'm not
exaggerating a blade of grassout of place.
It looks like they're hittingoff of turf.
Consistency, consistency,because if you can get a
(25:15):
customer to come to the Masters,if me, as a customer, go to the
Masters, guess what I want todo next year?
I want to go back, I want to goback, I want to go back and I'm
ultimately going to tell otherpeople you got to go to the
masters.
If you're not even a golf fan,you got to go to the masters and
build systems that let yourcustomer service shine
(25:36):
consistently excuse me,consistently, no matter the day
or who's on that shift.
So consistency, big big thingthere on that shift.
So consistency, big big thingthere.
And then, last but not least,create stories, not just service
.
This was really, this wasreally neat.
(25:56):
People leave the masterstelling stories, not just saying
, man, that was good, that was agood golf tournament.
They leave telling stories.
And if you have customers thatare, that are big advocates for
you in your business or yourchurch or your whatever they're
going to want to use yourservice and that's what creates
that customer experience.
When you go above and beyondeven the smallest details, you
(26:20):
give your customers a story totell other people.
Speaker 1 (26:23):
Yeah, yeah Well, and to cap it off of that, I feel
like that's something that we'veworked really hard over the
past few years, especially withreviews doing that, because it
gives customers an avenue toshare those stories and then for
anyone that's a business ownerlike, celebrate those stories
Like you don't just when we getthose reviews in that aren't
(26:45):
just like, hey, I loved you know, bob, jim and Jerry, they were
awesome.
But when you get those reviewsthat are like man, we had this,
we had one, um a few weeks ago,um, that came in and it was
actually back from um.
I want to say it was aroundlike, uh, valentine's day or
something, and the lady was likewe had this happen.
(27:06):
We had this water damage onValentine's Day.
We had something we were doingwith my husband and this
happened and it sidetrackedeverything.
And then we went through thisand we went through the
reconstruction site and she justpraised everything.
But she shared how it gave themsomething to experience, and
something I've heard ourBirmingham operations manager
(27:27):
share with his team on meetingswhen they do Fridays, is
reminding them that customerservice, especially in our
industry, is something they mayonly experience one time.
Speaker 3 (27:38):
So why?
Speaker 1 (27:39):
not give them that best experience?
Best because I mean, yes, godforbid, you hope you don't have
more than one water damage orfire or something happening in
your home.
But I mean, yes, god forbid,you hope you don't have more
than one water damage or fire orsomething happening in your
home.
But I mean, the majority of ourcustomers potentially are a
one-time thing, maybe multiple,but let's make sure that one
time is memorable, from theconversations to how they do it.
(28:00):
And I got to witness that thispast week.
I went with one of ourmonitoring techs and I went
around with him and justwatching him call the customers
before say, hey, I am on my way,my ETA is this Just want you to
know so you'll be ready when Iget there.
And what was really cool washe's built a rapport with some
of them.
They were like, hey, I'll behere, just walk in, do what you
(28:21):
got to do if you need me, andsure I kid you not.
Like some of them.
We got there and I was like,hey, man, do you need to knock
or anything?
They're like, no, I said we've,we've built a relationship.
And um, and I heard him on thephone like, hey, come on in.
When you get here I'm working,I'll be in my office, but if you
need me you know where myoffice is come find me.
So it's just neat to see thatyeah, that customer rapport.
(28:41):
It's a customer rapport becausethey met this individual on the
first time when this happened.
But hearing him have thatconversation with the customer
hey, come on in, do this I meanto me that's a big deal to just
tell someone that you reallyonly know him for a little bit,
that you've built a trust withthem.
You talked about that buildingtrust with your customer and
(29:01):
sure enough, it was just neat tosit and just kind of watch and
capture him doing that and thatwas just monitoring, yeah, and I
know that's a big part of whatwe do, but that was just one
facet of what happens withsomeone who goes through a whole
process.
So it's neat and awesome to seethat you're doing that from all
sides and you're talking aboutthat.
(29:23):
They're buying in, it'ssomething they're doing and
giving them that customerexperience and it will go a long
way.
Speaker 2 (29:28):
Yeah, go a very long way.
Brady, you got any closingthoughts?
Speaker 3 (29:34):
No, you were talking about consistency.
You know we've said this on theshow before, but you know James
Clear says that you don't riseto the level of your goals, you
fall to the level of yoursystems.
That you don't rise to thelevel of your goals, you fall to
the level of your systems.
And you know, in the ServProworld we have lots of different
acronyms, but one of ouracronyms is SYSTEM and it just
(29:57):
stands for saving yourself time,energy and money.
So we can talk about thecustomer experience, we can talk
about you know the things thatwe need to do, but you have to
marry those or combine thosewith good systems so that the
system it's almost like the goodmarriage of process and people.
(30:18):
You can have good peoplewithout good processes, you can
have good processes without goodpeople.
But when you bring those twothings together then there's
some magic that really happens.
Speaker 2 (30:30):
Yeah, and so, as we close this out, just keep this
in mind.
If you remember nothing else wetalked about enter the lottery
for the masters, go tothemasterscom.
So, whether you're running aservice business, leading a team
or just starting out, you canlearn a lot from this master's
experience.
Excellence, consistency andcare Never go out of style.
We just want to thank you, guys, for tuning in today.
(30:52):
As always, you can connect onsocial media.
Uh, at higher up podcast, youcan go to higher up podcastcom.
Find your favorite platform,subscribe there.
Uh, you can also order somemerch if you'd like.
But, uh, don't forget, leave us, leave us a review.
Adam Adam likes that.
Leave us a review, send us atext.
We would love to give someepisode, episode, uh, in the
future.
So, as always, guys, go outthere and choose to live a
(31:15):
higher up life.
See you next time.
all right.
Well, benji brady, hey guys,welcome back in.
Hey, we've had a little bit ofa break.
Hopefully our people haven'tleft us.
But, um, look, the two of y'allhave been so busy.
We've had storms in Kentuckythat your teams have been
helping with.
We've just had life going onend of the year.
(00:33):
It's just been crazy foreverybody, but we are here and
officially starting season three, so I don't know we're doing
like 15 episodes a season.
We'll see.
Speaker 2 (00:45):
Who knows?
I mean we had 10 and 15 adds upto 25.
This may be a 25.
I'm only kidding this won't bea 20, but season three, it's
gonna be fun technically, we'rein episode 26.
Speaker 1 (00:55):
We're 26 episodes.
We were uh joking a little bitbefore as well.
We're like you know what?
Brady has to be 100, the reasonthat we're here?
Because his uh abundancy overscarcity issue, ish um episode
is over a thousand.
Oh yeah, downloads.
So brady's awesome.
Speaker 2 (01:10):
You bring in the heat man bring it, bring it and
whatever it takes.
I want to say you know, yeah,we have taken a little break and
, um, we just appreciate youguys very much.
I mean, we still have peopledownloading Adam, we, we
surpassed the 7,500 downloadsbig.
I see people on you know thedifferent podcast feeds and all
and they're like hey, I got 10episodes and I got this and we
(01:32):
were like man, we finally hitthe 7,500.
What a, what a, a mountain toclimb.
But we're there and we we can'tdo it without you.
Lots of people sharing and onsocial and sharing the feed of
podcast or whatever.
Again, remember, if you'retuning in for the first time,
you can download any platformyou got.
You can always go tohigheruppodcastcom.
Speaker 1 (01:53):
Next achievement is $10,000.
We'll get there.
That's big.
We'll get there with ourlisteners.
Help, we got it.
We got it.
Last I checked we're about 50over 7,500.
So we're getting there, yeah.
Speaker 3 (02:08):
Maybe the 10,000th download gets a higher up
branded coffee mug I got it.
Speaker 1 (02:15):
I'm still waiting on mine.
Speaker 2 (02:16):
I got it.
Yeah, me too.
Me too, actually, speaking ofguys.
So I'm glad you mentioned thatwe do have a little merch shop
up on the website, all right, sowe still got to get some more
stuff up there, but you canorder a coffee mug if you want,
can.
Speaker 1 (02:29):
I go purchase something right now, while we're
doing the episode, you can.
Speaker 2 (02:33):
HireUpPodcastcom.
You can do it right now.
Click the merch shop and do it.
It'll send it wherever you want.
I do want to let you guys knowthat the proceeds there's not we
don't have much in there forthat.
So, just so you know, if thereis any, we're going to be
donating it to charity anyway.
So, um, whatever that is, youknow, feel free to feel free to
order.
You can order a hoodie, you canorder a shirt, whatever, but
(02:53):
man, we got I'll tell you, adam,we got a.
This is going to be a reallyfun episode starting out the new
season.
Speaker 1 (02:58):
I'm really excited about this well, this, this one
is really we were joking as aswell that this is kind of your
episode.
This is your topic.
This is actually big for youbecause I know you are a Masters
lover.
You love everything Masters.
I know Masters Weekend, as longas I've known you, I mean you
(03:19):
guys even you know you order thefood kit that comes in so y'all
can feel what it.
You know, have masters at home,which is, by the way, marketing
totally aside from that isphenomenal, oh yeah, oh yeah.
It's such a phenomenal way todo it, but it's a really big
deal for you guys.
Y'all love it.
Your whole family loves it.
I see your, I see your familyposts about it for you guys,
(03:39):
obviously, sarah's photographerlove Sarah's photographer, love
all the stuff that the mastersput out when it comes down to
this beautiful stuff.
But, um, well, the biggestthings and this and what was
really cool is I noticed that alot this year on social media.
Um, I don't know if you caughtit as well they talked a lot
about the customer service andwhat it's like, and, um, I even
saw ESPN post some thingsbecause, um, when Rory won it,
(04:03):
nobody's taking a picture in thebackground, which, in today's
age.
Oh yeah, unheard of, unheard of.
And that was one of the thingsthat was cool I remember seeing
and this is just one of thethings with customer service but
they don't allow phones, and itwas really neat to see people
just in the moment.
Right, we're in an age where wewant to capture the moment.
(04:25):
Let somebody's job be in themoment.
Ken Griffey Jr, by the way,killed it, oh, killed it, killed
it, but just things like that.
So that was something that wasneat this year that I felt like
was a theme on social media wasthe customer service, and I feel
like for our team, team Wilson,customer service, our customer
journey, has something thatwe've been focusing on this year
(04:47):
, and so I think this will be agreat thing for you to kind of
dive into and share a little bitwith Brady and I what, what,
what kind of happens at themasters customer service.
Speaker 2 (04:57):
Yeah, and and and obviously we're gonna, we're
gonna turn this into part of thepart of your business.
You know, whatever you may bein, what field you're in um,
towards the end.
But the masters has, as Adamsaid, it's been huge for for me
for years.
Brady watches it every year.
Our my family has all boughtinto it every year, uh, which I
don't know how we got our kidsinto it, but they're into it.
(05:18):
But so we got, just so you guysknow you can go to the
masterscom and anyone can enteryour email address for lottery
tickets.
It's free to enter, doesn'tcost anything.
I started doing this in 1999every year.
So right after the Mastersfinishes, which is most of the
time, it's in April.
(05:39):
Okay, sometimes it ends inMarch, just depending on when
they do it, and there was theone year they did it in November
due to COVID.
They had to push it forward.
But see, I know too much aboutthe Masters, but the Masters.
So the cool thing about theMasters is again 1999, entered
(06:00):
the lottery pick.
I tried to get tickets to theMasters for 20 years and finally
in 2018, finally in 2018, I wasabout to give up doing it
because I thought it was a hoaxand I actually entered again and
when you go to enter, it'll sayyou can enter for two tickets
for the practice rounds or,excuse me, four tickets for the
practice rounds and two ticketsfor every day of the tournament.
(06:22):
Now, you're not going to getall those tickets.
It's essentially a lottery.
Only so many people get in.
So I actually got two tickets.
Most people say the first timeyou ever get in, you get a four
ticket option to a practiceround.
You don't get a tournament dayround.
I got two tickets to theSaturday round for 2019.
And it happened to be the yearthat Tiger Woods won the masters
(06:46):
this last time.
Speaker 3 (06:48):
Now.
Speaker 2 (06:48):
I was a part of when Tiger had the 2005 on TV shot on
16 impossible shot.
Um, most people don'tunderstand about the masters.
When you go, there's not ablade of grass out of place.
We actually went, sat on hole13.
We actually walked every holeuntil we got to 13.
We sat there, waited for Tigerto come through and then we
(07:10):
followed him in.
The place is amazing, the foodis amazing, but, most
importantly, the customerservice is amazing.
This place, you cannot fathomthe shots, the reason they call
it the Masters.
You cannot fathom the shots,the reason they call it the
Masters.
These professionals that areplaying this game cannot even
see the flag that they'rehitting.
(07:30):
At most of the time, most ofthe shots are blind shots.
They are hitting at a targetsomewhere in the sky or a tree
or a limb or whatever.
It's unbelievably amazing.
But the cool thing about theMasters is the customer service.
Okay, so I'll give you a coupleof things.
When you go to buy food at theMasters, a pimento cheese
(07:51):
sandwich is $1.50.
A barbecue sandwich is $2.
A drink is $1.
It is the most reasonable ratesof anything you can get and
this food is really, really good.
Now I will say that they gotegg salad, which Sarah loves.
Egg salad I like the pork.
The pimento cheese is fantastic.
I'm not so sure that the eggsalad is not made by um, by
(08:14):
someone in Birmingham, becauseit tastes the same as some of
the restaurants we go to and,who knows, maybe they just white
label it, put the masters on it.
But the cool thing about that isthe way they get you in through
the lines so fast and even therestrooms.
When the men line up to use therestrooms the line is so long
(08:35):
but you are in and out as soonas you're done using the
restroom guys, they have someonecome clean it like quickly, oh
Lord, and then they're wavingthe next person in.
It's that fast of service.
When you go to the pro shopthey sell.
I was told I don't know if thisis true on a website or
something they sell like amillion dollars every 10 minutes
(08:56):
or something during the Masters.
Now again, I don't know ifthat's true, but they only let
50 people in at a time.
But those 50 people.
When they let 50 people in at atime, but those 50 people, that
, and when they let 50 peoplethrough the five minute clock
hits, 50 more people are through.
When you buy your stuff, youcan take it next door.
They will hold your items.
Because, again, you can't havephones.
You can't like.
If you walk up to the gate witha phone, you're they're not,
(09:18):
they're banning you for life.
You can't even get in anymore.
So you, you drop your when dothey put everything?
Speaker 1 (09:24):
Do you have to leave it in your car?
Speaker 2 (09:25):
No, they have a locker, probably like a locker.
It's a locker room.
They give you a ticket, avoucher, and then when you come
back, when I say, you give themyour voucher and they have your
stuff there within less than aminute.
It is that fast of service.
Speaker 1 (09:38):
But you keep your wallet and everything, obviously
, yeah.
Speaker 3 (09:41):
So, benji, are you?
Are you telling me that the thethe line to the men's restroom
is like the Chick-fil-Adrive-thru?
Speaker 2 (09:48):
I promise you, I'm not, I'm not exaggerating you,
I'm not.
I promise you guys, it is.
It's exactly like that.
Like you they are, they arewaving you through fast and as
fast as you can finish therestroom.
I hate to say it this way.
Whether you're standing guys orsitting guys, it doesn't matter
.
I didn't go to the women'srestroom, but I can only imagine
it's the same type of serviceover there.
I'm glad you did not, but Iwill promise you it is that fast
(10:12):
, as soon as you're done, thatrestroom is clean.
It is clean for you to use it.
So, really, really neat.
So you know, getting into thehonestly, it's just so simple.
To Adam, you mentioned it wassocial media.
It's just so simple.
The way they have the setupdone.
The concessions are affordable.
They focus on value andexperience.
The branding, as you mentioned,is first class.
(10:35):
Um, everyone knows the music tothe masters.
It's that same theme every year.
Everyone knows and you knowit's not just about the golf
tournament, it is for the peoplethat are playing and they call
them patrons.
By the way, I learned this aboutgolf at the Masters they don't
(10:55):
call it the back nine, so youhave most people call it the
front nine, that you Front nine,the back nine and the back nine
.
They call it the second nineand they will actually penalize
you if you're a broadcaster orwhatever.
If you call it the back nine,it's called the second nine.
Everything has a rhyme or areason to the masters.
So what is their secret?
(11:16):
Honestly, it's just theirattention to customer feelings.
It's all about the customerexperience, to your point.
For those four days and I'lleven give you the practice
rounds for those four days ifyou're at the tournament, there
is no phone.
Life is simple.
You can hear the birds chirping, you can feel the wind blowing,
(11:37):
you can see the people next toyou.
There's no talking, there's no,it's all about watching the
literal masters play this game.
That is just.
Speaker 3 (11:48):
It's earth shattering , to be honest with you I mean,
if you, if you really, if youreally think about it, though,
it's a really cool picturebecause you know, kind of going
back to, uh, our last episode,talking about people first, I
mean, the masters seems likelike they do it better than
anybody and something to look upto in a world that we're on our
(12:11):
phones, we're on our computers,we've got TV, we've got YouTube
, we've got podcast, even thoughyou should be listening to this
podcast, but we're just so.
We live in a society that's sodistracted and you know, even my
wife and I were talking aboutit the other day is it's when
(12:33):
you get in front of people andyou just turn off all the
distractions and you get to knowwho people are and really
interacting with them.
It sounds like the Masters doesthat on purpose is take out all
the distractions, take out allthe noise, and you get back to
nature, you get back tosimplicity, you get back to what
(12:54):
really matters and, at the endof the day, what really matters
is people.
Speaker 2 (12:59):
Yeah, that's a great point's a great point.
I mean, it is about the peopleand you know, you could, um,
right, you could probably tiemost of our core values as you
mentioned the last two to whatthe masters does, um, their,
their experience.
You know, I just I'm I'mspeechless because I've been
there and it's, it's just, it'sjust amazing.
So here's a couple of thingswhat we, what can we apply?
(13:25):
Okay, how can we apply themasters to what we do in our
everyday business, everyday life?
All right, so, augusta plans,from the time that you pull up
to park to the time that you, bythe way, you're actually
parking on fairway, uh, most oftheir parking lots are not
actual paved parking lots, theyactually you're parking in a
field.
They take this grass, this,this turf, it, it, and it looks
(13:47):
like turf.
That's where you park, okay,and so, from the time you park
to the time you come back toyour car, it's about the journey
, from the time you go in thegate, the way things look, the
way things feel, the way thingssmell, the way things appear to
you.
It's about the customerexperience.
So, in your business, if themaster's has gone to this length
(14:08):
, how can we map our customerjourney to be something similar.
Now again, every business isdifferent, but their first touch
point is how can I help you,how can I?
What's your experience likewhen you're here today?
What can I do to make it thebest experience it possibly can
be?
You sense that in all thepeople Brady just mentioned, all
(14:29):
the people make it happen.
I mean, I can't tell you howmany hundreds of people are
probably there that are eitherprobably volunteering to be
honest with you.
And then what are some of theneeds and friction points that
we can avoid?
All right, and again, we talkedabout the restroom thing.
How many times you go into apublic restroom and you're like,
oh man, I got it.
(14:49):
I don't even want to use thebathroom.
You know, you don't feel likethat at the masters.
Everything they have they'vethought out and it's well
documented.
I'm sure they have SOPs wecouldn't even imagine, or,
honestly, maybe simple SOPs forthat matter.
Speaker 3 (15:05):
Well, I mean and to and to that point, I mean, think
about if you're, if you're onthe road, and let's take, let's
take just the restroom thing.
Okay, I mean, this may be goingoverboard, but when I, when I'm
, when I'm on a long trip andand we've got to go, you know
(15:26):
yeah, yeah for sure, then I'mlooking for one or two places.
I'm either looking for marathonyeah, because I know they got
clean restrooms and the, the,like the creme de la creme which
is there there's not as many ofthem, but I'm looking for
Bucky's.
There you go, you know, becauseyou know the experience.
You know, typically, whatyou're going to get.
I'm probably not going to theshell station.
You know what I'm saying, right, but that's, that's the.
(15:46):
That's the type of thing thatthey take pride in and and you,
I know you've been to a coupleof different tournaments, but
the golf tournaments, but themasters, really stands out
because of the experience thatyou had and you talk about it
and and people hear about it andit makes them want to, you know
, get on the lottery.
It makes them want to go to thetournament, it makes them want
(16:07):
to go to experience what it'slike, so they can have the same
experience that you did.
Speaker 2 (16:11):
Yeah, it's how do you , how do you to your point, how
do you make the ordinary feelextraordinary when you go
through that line you're notjust going through the line, a
concession stand line feel likean honor.
It's not a transaction.
They're not worried about that.
You know, hey, this is going tocost you, boom, boom, boom,
(16:32):
boom.
They're trying to make you feellike it's an honor to have been
there and buy the food.
And it's not a steak dinner,guys, it's a barbecue sandwich.
It's an egg salad, pimentocheese sandwich.
It's simple.
How do we take our basic, justbasic, services?
Okay, when any businessprobably has this scheduling,
(16:52):
invoicing, follow up, how do youadd a little bit of flavor to
that to not just make it aboutscheduling a job, invoicing,
follow-up?
How do you add a little bit offlavor to that to not just make
it about scheduling a job,invoicing, a project, following
up?
How do you give it that extracustomer service touch I know
some people probably usehandwritten notes some warm
greetings, unexpected kindness,maybe it's a video from someone
(17:13):
just thanking him for work,whatever that is, make it
extraordinary.
I think, adam, we were talkingabout it on one episode a while
back about I think it was NickSaban, you know making.
He takes ordinary things andmakes them extraordinary right,
whatever those basic things are.
So it's really really cool.
Speaker 1 (17:33):
So tell me this, as you're talking more for our
listeners what do you guys feellike is something that maybe
recently, especially with thecore values and really pushing
those, as we've talked aboutthat in the last season what is
something that you two feel likeis a process or a customer
(17:53):
service that y'all have beenworking on with the team
recently that gives thatmaster's touch?
Is there anything right nowthat you guys are doing from the
start, whether it's beginningor the end of the job?
What's something that y'all aredoing that you feel like gives
that touch for customers?
Speaker 2 (18:13):
Well, I'll let Brady talk about that because again,
he mentioned coffee with the CEOin the last episode or two.
Some of the things we're doingand we're going to talk about
this in Lesson 3 in a minute buthe can talk about even with our
core values and how we arereminding our teams of that on a
(18:44):
constant basis.
Speaker 3 (18:45):
I know that because you can talk about things one
time like, hey, we need to bebetter at customer service, we
need to be better at this, andthen it just kind of goes to the
wayside and it's somethingthat's got to be constantly
shared.
I think we've talked about this, but for you leaders out there,
you know you may be a part of aC-suite, you may be a CEO, you
(19:05):
may be a CFO, you may be a CTO,whatever those C-suite letters
are, but I will tell you thatyou're also a CRO.
Okay, and a CRO.
You may have never heard of it,but you are the chief reminding
officer, and so a chiefreminding officer is constantly
reminding people of what thoseimportant things are in your
(19:29):
organization.
And I'll give you a I wish I'dhave had my camera yesterday,
and so I'm sitting in my office.
My office is at the front ofour building.
It's got windows in front.
We had a customer that came andI think they were picking up a
packet for their packout orsomething.
(19:50):
I don't remember exactly whatit was, but the customer walks
outside, goes to get in her car,and then one of our employees
was coming into the building andher name is Misty and she's one
of our production techniciansand you should have I don't know
what was said, but you shouldhave seen the embrace that
happened.
The customer and Misty likelocked each other and went and
(20:15):
just gave each other this hugehug.
And it's hard to hear throughthe window.
Yeah, yeah, but they're givingeach other this huge hug.
It's like oh.
I'm so glad to see you.
You know, I'm just here pickingup something that's not
something that you can teach,right, that's something that
you're embodying with what youare communicating as a leader.
(20:38):
I mean, and I do have a pictureof this next one.
But two days ago I'm walkingaround the office a little bit
and I saw one of our teammembers that was taking out the
trash.
Now, it's a simple thing, right?
And I said, hey, just having aconversation, no-transcript.
(21:20):
Whatever their core values areis, they are sharing these items
or these things with theiremployees, their team members,
and it just starts to become aningrained thing that you don't
have to tell them to dosomething.
They're just going to do itbecause it just it's natural,
it's it's the little things that, going back to Nick Saban you
(21:43):
know he says a lot of times it'sthe little things are are the
easiest things that people don'tdo.
Well, you know.
So if you can, if you can takethe little things and really do
the little things well, thenthose really become the ordinary
things that becomeextraordinary.
Speaker 2 (22:02):
Yeah, that's great.
And you mentioned our team,brady.
Lesson number three empowerevery team member, and we talked
about this with volunteers atAugusta.
But they just don't volunteer.
They own the guest experience.
So think about this in yourbusiness, whatever business you
might be in how do you own thecustomer experience, not just
(22:25):
the transaction?
That was a big thing that hithome for me when we were dialing
in the notes for this episode.
Train our team to think likehost, not just workers.
Train our team to think likehost, not just workers.
What does the process do?
And to your point, adam, if youwent to a restaurant, let's say
, and you ordered whatever youwould normally order, let's just
(22:47):
say it's a steak and you'relike, hey, I would like that
medium.
If it came out medium rare,what are you probably going to
do?
Speaker 1 (22:55):
I probably would just eat it.
I'll be 100 you're.
You're a medium rare guy I, Iwould just feel bad being like,
hey, I don't like that, I I'veeven, I've even joked, because
my dad's the type of guy thatwould send something back.
And I, I always, I I'm apleaser, I'm like you know, I
don't know.
I I mean, if it came out toomuch, I don't know if I would
send it back, just because,again, I understand things
(23:18):
happen, I guess.
But that's just me, but youknow, I totally killed your
point.
Speaker 3 (23:22):
No, no, it's great though.
Adam, are you scared thatsomebody's going to spit on your
steak?
Is that it?
Speaker 1 (23:27):
I will not confirm nor deny, but that does cross my
mind from time to time.
Speaker 2 (23:32):
No, the thing is, it's a great point, though Some
people are just like that, Somepeople just want to.
You know, hey, I know it's nota problem, I'll just deal with
it and that's okay.
There are some people that arelike, look, if I go to this
restaurant because, again, I'm aconsistency guy, I go to these
same places a lot of times Ifthe consistency becomes
(23:54):
inconsistent, I'm like whoa,wait a minute, you know what is
this.
But something's off?
Yeah, At the masters, they ownthe experience.
And how can we help make sure?
If one thing goes wrong in ourbusiness, one process gets
messed up, then the process.
We try to correct it.
Obviously, every everyone would, but sometimes we get off track
and we just well, that justhappened.
No, we need to fix the problem.
(24:15):
But if we can continue to trainand empower our team, To
empower our team members.
Speaker 3 (24:23):
Yeah, we got several of them.
Yeah, I mean People first,people first.
Yeah, relentless execution.
Pursue excellence, pursueexcellence.
Speaker 2 (24:32):
That's what I was getting.
Pursue excellence, own it,pursue excellence, pursue it and
give them permission to solvethe problems, but serve
generously, give them, empowerthem, right Lesson number.
So lesson number four we gottwo more, we'll be finished, but
consistency builds trust.
Consistency At the Masters,everything feels the same.
(24:53):
It's pristine, it's polished.
Let's be honest, the bathroomsare polished.
Okay, pristine, polished andperfect.
When they cut that grass, thereis not a blade and I'm not
exaggerating a blade of grassout of place.
It looks like they're hittingoff of turf.
Consistency, consistency,because if you can get a
(25:15):
customer to come to the Masters,if me, as a customer, go to the
Masters, guess what I want todo next year?
I want to go back, I want to goback, I want to go back and I'm
ultimately going to tell otherpeople you got to go to the
masters.
If you're not even a golf fan,you got to go to the masters and
build systems that let yourcustomer service shine
(25:36):
consistently excuse me,consistently, no matter the day
or who's on that shift.
So consistency, big big thingthere on that shift.
So consistency, big big thingthere.
And then, last but not least,create stories, not just service
.
This was really, this wasreally neat.
(25:56):
People leave the masterstelling stories, not just saying
, man, that was good, that was agood golf tournament.
They leave telling stories.
And if you have customers thatare, that are big advocates for
you in your business or yourchurch or your whatever they're
going to want to use yourservice and that's what creates
that customer experience.
When you go above and beyondeven the smallest details, you
(26:20):
give your customers a story totell other people.
Speaker 1 (26:23):
Yeah, yeah Well, and to cap it off of that, I feel
like that's something that we'veworked really hard over the
past few years, especially withreviews doing that, because it
gives customers an avenue toshare those stories and then for
anyone that's a business ownerlike, celebrate those stories
Like you don't just when we getthose reviews in that aren't
(26:45):
just like, hey, I loved you know, bob, jim and Jerry, they were
awesome.
But when you get those reviewsthat are like man, we had this,
we had one, um a few weeks ago,um, that came in and it was
actually back from um.
I want to say it was aroundlike, uh, valentine's day or
something, and the lady was likewe had this happen.
(27:06):
We had this water damage onValentine's Day.
We had something we were doingwith my husband and this
happened and it sidetrackedeverything.
And then we went through thisand we went through the
reconstruction site and she justpraised everything.
But she shared how it gave themsomething to experience, and
something I've heard ourBirmingham operations manager
(27:27):
share with his team on meetingswhen they do Fridays, is
reminding them that customerservice, especially in our
industry, is something they mayonly experience one time.
Speaker 3 (27:38):
So why?
Speaker 1 (27:39):
not give them that best experience?
Best because I mean, yes, godforbid, you hope you don't have
more than one water damage orfire or something happening in
your home.
But I mean, yes, god forbid,you hope you don't have more
than one water damage or fire orsomething happening in your
home.
But I mean, the majority of ourcustomers potentially are a
one-time thing, maybe multiple,but let's make sure that one
time is memorable, from theconversations to how they do it.
(28:00):
And I got to witness that thispast week.
I went with one of ourmonitoring techs and I went
around with him and justwatching him call the customers
before say, hey, I am on my way,my ETA is this Just want you to
know so you'll be ready when Iget there.
And what was really cool washe's built a rapport with some
of them.
They were like, hey, I'll behere, just walk in, do what you
(28:21):
got to do if you need me, andsure I kid you not.
Like some of them.
We got there and I was like,hey, man, do you need to knock
or anything?
They're like, no, I said we've,we've built a relationship.
And um, and I heard him on thephone like, hey, come on in.
When you get here I'm working,I'll be in my office, but if you
need me you know where myoffice is come find me.
So it's just neat to see thatyeah, that customer rapport.
(28:41):
It's a customer rapport becausethey met this individual on the
first time when this happened.
But hearing him have thatconversation with the customer
hey, come on in, do this I meanto me that's a big deal to just
tell someone that you reallyonly know him for a little bit,
that you've built a trust withthem.
You talked about that buildingtrust with your customer and
(29:01):
sure enough, it was just neat tosit and just kind of watch and
capture him doing that and thatwas just monitoring, yeah, and I
know that's a big part of whatwe do, but that was just one
facet of what happens withsomeone who goes through a whole
process.
So it's neat and awesome to seethat you're doing that from all
sides and you're talking aboutthat.
(29:23):
They're buying in, it'ssomething they're doing and
giving them that customerexperience and it will go a long
way.
Speaker 2 (29:28):
Yeah, go a very long way.
Brady, you got any closingthoughts?
Speaker 3 (29:34):
No, you were talking about consistency.
You know we've said this on theshow before, but you know James
Clear says that you don't riseto the level of your goals, you
fall to the level of yoursystems.
That you don't rise to thelevel of your goals, you fall to
the level of your systems.
And you know, in the ServProworld we have lots of different
acronyms, but one of ouracronyms is SYSTEM and it just
(29:57):
stands for saving yourself time,energy and money.
So we can talk about thecustomer experience, we can talk
about you know the things thatwe need to do, but you have to
marry those or combine thosewith good systems so that the
system it's almost like the goodmarriage of process and people.
(30:18):
You can have good peoplewithout good processes, you can
have good processes without goodpeople.
But when you bring those twothings together then there's
some magic that really happens.
Speaker 2 (30:30):
Yeah, and so, as we close this out, just keep this
in mind.
If you remember nothing else wetalked about enter the lottery
for the masters, go tothemasterscom.
So, whether you're running aservice business, leading a team
or just starting out, you canlearn a lot from this master's
experience.
Excellence, consistency andcare Never go out of style.
We just want to thank you, guys, for tuning in today.
(30:52):
As always, you can connect onsocial media.
Uh, at higher up podcast, youcan go to higher up podcastcom.
Find your favorite platform,subscribe there.
Uh, you can also order somemerch if you'd like.
But, uh, don't forget, leave us, leave us a review.
Adam Adam likes that.
Leave us a review, send us atext.
We would love to give someepisode, episode, uh, in the
future.
So, as always, guys, go outthere and choose to live a
(31:15):
higher up life.
See you next time.
Popular Podcasts
Dateline NBC
Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Special Summer Offer: Exclusively on Apple Podcasts, try our Dateline Premium subscription completely free for one month! With Dateline Premium, you get every episode ad-free plus exclusive bonus content.
The Breakfast Club
The World's Most Dangerous Morning Show, The Breakfast Club, With DJ Envy, Jess Hilarious, And Charlamagne Tha God!
Crime Junkie
Does hearing about a true crime case always leave you scouring the internet for the truth behind the story? Dive into your next mystery with Crime Junkie. Every Monday, join your host Ashley Flowers as she unravels all the details of infamous and underreported true crime cases with her best friend Brit Prawat. From cold cases to missing persons and heroes in our community who seek justice, Crime Junkie is your destination for theories and stories you won’t hear anywhere else. Whether you're a seasoned true crime enthusiast or new to the genre, you'll find yourself on the edge of your seat awaiting a new episode every Monday. If you can never get enough true crime... Congratulations, you’ve found your people. Follow to join a community of Crime Junkies! Crime Junkie is presented by audiochuck Media Company.