January 7, 2021 • 10 mins
Dive into five, overlooked and underappreciated improvement tweaks! Happy New Year!
Mark as Played
Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:06):
All right.
Simple biz guy.
Let guide to show.
Speaker 2 (00:10):
Hello everybody.
Happy new year, Jeff Mason wassimple.
Biz 360 podcast.
Hope everybody had a safe andhappy new year's Eve, man.
Oh man, we couldn't get 2020 inthe rear view mirror.
Quick enough.
Right?
Uh, hit the gas pedal.
Let's get as far away from thatas possible.
So we're from coming from Haftcoast studios today.
(00:31):
We got Alex Dietrich, uh, on theboards and, and Alex is, uh, is
gonna be the, um, kind of a, a,a nice little sidekick this
year.
We got a great window here atthe new studios.
He's looking out on the floor,so we're gonna have some fun,
but today, man, it's just aquick fly by show.
We're just gonna go over somenew year's resolutions that
could help impact your business.
Just minor leagues, small stuff.
(00:52):
Hey, if you, uh, love the showand you, you, you wanna follow
us.
We would love your subscriptionon YouTube.
Just go where my hand is.
If you're looking at the screen,there's a little, uh, yellow and
black, uh, pinwheel, cursor, orpinwheel icon there.
Just put your cursor over it.
That'll allow you to subscribe,man.
We'd love it.
If not, we're on 26 listeningchannels, but either way, man,
(01:14):
we'd love you to follow us everyweek.
We try to do some cool stuffand, and this year we're gonna
make some changes, but Hey,today's New York, uh, new year's
resolutions, man.
It's gonna be fast.
It's gonna be fun.
And it's all minor league stuff,nothing, nothing major, you know
that we're gonna do here.
Really?
So the first thing I wanna, uh,mention to you is voice
inflection.
(01:35):
So what do I mean by this?
Well, let's just go through a, aphone call.
So I call a business.
The business answers the phone.
Hello?
ABC business.
Hey, ABC business.
Jeff Mason.
How you doing?
Oh, hello Jeff.
Okay.
So the voice inflection goesdown, right?
Well, they probably think, oh, Ihe's trying to sell something or
maybe they don't like me.
Who knows?
But this happens from time totime.
(01:56):
What you don't want to do isbroadcast to your customers,
that dip in voice inflection.
When you answer the phone orwhen you talk to them, you want
that voice inflection to go up.
Nothing, nothing real, um, youknow, scientific about that.
It's just something very, veryeasy.
Right?
How about this one?
Voicemail greeting.
(02:17):
When was the last time he hadchecked your voicemail?
Just to see exactly what itsays.
So here's the ultimate questionI have for you guys.
Is it designed for you or is itdesigned for your customer?
I'll give you an example.
I didn't listen to my voicemailfor 10 years.
I listened to it one day and youknow what?
I was mortified.
It said, Hey, I'll call you at atime convenient for me.
(02:40):
It was basically tellingcustomers that look, you know,
I'm more important than youguys.
Whoa, was I upset, reverse that.
And I'm just encouraging youguys.
Check it, see what it says, makesure you're broadcasting to a
customer with a smile on yourvoicemail.
That it's all about them and notyou.
So what's the third thing, right?
(03:01):
Call back assumptions.
What do I mean by this?
Well, you have friends like thisand you probably have some
business, um, encounters that dothis as well, where they call
you.
And they, you don't answer afterthe third or fourth or fifth
ring and they hang up, but itshows up on your mobile phone
that they called.
Right?
Well, they never leave amessage.
Then two, three days later, aweek later, they go, you know
(03:22):
how come you never called meback?
Oh, I never got a message fromme.
Yeah.
I called you three days ago.
Well, I didn't get a messagefrom you.
Well, I didn't leave a message,but you should just know that
when I call you should call meback.
Well, well, well do it.
I don't carry a spreadsheetaround.
I mean, it has all, all thesecontacts and how they want to
behave.
So just make it simple, man.
If you wanna call back, leave amessage.
(03:43):
Don't make any assumptions.
It goes both ways, right?
How about this one?
Right?
Initiate.
Face to face.
Greetings.
What do we mean by that?
Will people are paying you tolead, right?
They want you to, uh, make surethat the money they're giving
you the transaction they'regiving you that you lead it to a
successful conclusion.
(04:05):
So show them subliminally thatyou are a leader.
You take the initiative, makesure you ask them first, how
they're doing.
How is their night?
How is their weekend?
How is their holiday?
How was their vacation?
You be the initiator.
Don't wait for them.
I once did a little test with ayoung lady.
I worked with I'd I'd for aboutthree years.
I'd always said hello in themorning.
(04:27):
Whenever she walked by myoffice, I was always in before
she was.
And so one day I said, you knowwhat?
I'm not gonna say anything.
And I didn't say a thing for ayear.
And do you know for one wholesolid year?
I never got a good morning.
How you doing Jeff?
So it just goes to show youthat, you know, people want you
to be leader.
Last thing I had and I forgot toprint it is just a simple three
(04:50):
word email.
Got it.
Thanks.
Got it.
Period.
Thanks.
Exclamation point.
Just let people know that whenthey send you something that you
received it, why do I say thatto them as the, as the, um,
originator of that email or textmessage or whatever it is,
(05:11):
they're, it's important to them.
They're reaching out to you.
They want you to do something sothey don't want to now be put in
a black hole and wonder did theguy get it?
What you just say, you couldeven do a, a, you know, you, you
can do a signature on outlook.
It just have a signature.
Got it.
Period.
Thanks.
Exclamation point boom.
(05:32):
Got it.
Period.
Working on it.
Got it.
Period.
Stay tuned for more.
Got it.
I'll get back to you in 24hours.
Simple stuff.
So just five little I'm talkingminor league things, right?
Little, little tweaks that youcan make, and it might have a
positive Inca, uh, impact onyour business.
Doesn't cost you anything.
And it's a fun way to start outnew year's resolutions.
(05:55):
Right?
Give it a shot.
So here's my new year'sresolutions, right?
We're gonna make this podcastmore of a cup of coffee feel.
What do I mean?
And we're just gonna, you know,I got my coffee here.
We're just gonna make it more ofa engaging experience.
I wanna make sure when you tunein, you feel like we're just
having a conversation.
I, I really hate, you know, uh,getting sterile and reading in
(06:16):
an antiseptic way.
So we're just gonna make sure,right.
We're just, Hey, come on.
You're hanging out with me for,for 10, 12 minutes, right?
Prepare and use notes.
I am I'm preparing and usingnotes better.
I found that in my zeal forwanting to, uh, have a
conversational podcast that Iwas just not as tightened up as
(06:39):
I should be.
So I'm gonna get a little moretight with the notes and I'm
gonna use'em.
So, you know, every show I'llhave that little white piece of
paper guiding me along if youwill.
Right.
But it, we gauge my faithfulsidekick.
This guy is awesome.
Alex Dietrich.
We call him deeds.
I mean, so deeds and I are gonnahave some boy, right?
Deeds.
We're gonna have some fun thisyear.
(06:59):
I'm gonna turn my head over tohim here and there.
Gonna ask him for someaffirmation, gonna ask him for
some opinion, but you know what?
He was a great episode.
Check out episode 50.
I think it was 55.
Last year.
We had Alex on as a guest,extremely a great young man.
And I, I enjoy working with him,customer centricity.
What's that mean?
(07:19):
The podcast is gonna be tailoredto you.
Not me.
It's benefits you as thelistener or viewer can drive.
And again, a lot of'em are minorleague, man.
Uh, the big players out there,they're not talking about it.
You may not read this in some ofthe books.
You may not hear this on some ofthe broadcast.
We're gonna talk about stuffthat doesn't necessarily get a
(07:41):
ton of air time, but it's allfor you, customer centric.
I'm gonna remember thelisteners, right?
So I'm gonna start right now.
I know there's a lot of peoplethat are listening on, uh,
podcasts, where there's novisual.
So we're holding up flashcardsright now, blue for the cus blue
for the audience, yellow forsimple biz.
And we're just gonna remember toinclude you guys more and more
(08:03):
this year.
We don't want to exclude youminimize repeating.
I just, I'm tired of doing that.
I, I say things over too much.
It's filler it's it's gone outthe window.
I don't, I don't need itanymore.
I should crumple that piece ofpaper up.
It's done reduced.
So I still say so dets, it'sjust comes out.
(08:23):
It's so, uh, but you know, it'spart of me, it's part of my, uh,
I guess, uh, personality.
So you're probably, there yougo.
You're probably gonna get a fewof them, but, uh, I'm gonna try
like, like the Dickens to getrid of, uh, as many of them as I
possibly can, and then keep theprogram flying man, eight to 10
minutes on the monologues.
That's where I wanna be eight to10 minutes.
(08:45):
I don't wanna take up too muchof your time.
It's not necessary.
You guys want to get some faststuff you can plug and play and
boom, move on.
Right.
So we're gonna do that.
So how about that?
So, uh, as I look at, um, as Ilook at the new year, I, man, I
wanted to start off with a greatsong and with a, um, with an
actual goal that I have for thisyear for my wife.
(09:08):
And I don't want this to get toocheesy, but you know what, I, I
want to cherish my wife more.
It's got the up arrow, right formore, you know, 37 years
married.
She puts up with so much fromthis guy.
She's been by my side the wholetime she's watched me start two
companies and fail and, and, andwas behind me starting the
third, 14 years ago.
(09:28):
And we're now in our 14th year,my sales agency, God bless her.
She's great.
And I, honey, I love you.
And, and we're gonna, um, we'regonna do a better job this year
of making sure you know that andto sign off with the lost in the
shuffle track, we're gonna startout with a band called the
Vogues, the Vogues 1965, rightout of, I want to say, um,
(09:51):
turtle Creek, Pennsylvania,right?
So these four young men aresingers and they, uh, they're
kind of riding the wave of theBritish invasion that just came
out.
Uh, they've been riding the waveof, of the early sixties singers
in the songwriting hits, comingoutta New York city at the bro
building and all that.
And, and you know, these guysput together two kick, but tunes
(10:14):
in 1965, both of them hit numberfour on the charts.
And you know, I, I, I just enjoyit two minutes and 38 seconds or
something, but yeah, it is.
You're the one by the Vogues.
Number four on the charts in1965, turtle Creek, Creek,
Pennsylvania.
Thank you.
We'll see you next week guys.
(10:35):
And we're gonna just sign off bysaying, remember, customer
perception is customer reality.
Get to your customer before theyget to you, and don't forget to
respond, follow up and followthrough.
See you next week.
All right.
Simple biz guy.
Let guide to show.
Speaker 2 (00:10):
Hello everybody.
Happy new year, Jeff Mason wassimple.
Biz 360 podcast.
Hope everybody had a safe andhappy new year's Eve, man.
Oh man, we couldn't get 2020 inthe rear view mirror.
Quick enough.
Right?
Uh, hit the gas pedal.
Let's get as far away from thatas possible.
So we're from coming from Haftcoast studios today.
(00:31):
We got Alex Dietrich, uh, on theboards and, and Alex is, uh, is
gonna be the, um, kind of a, a,a nice little sidekick this
year.
We got a great window here atthe new studios.
He's looking out on the floor,so we're gonna have some fun,
but today, man, it's just aquick fly by show.
We're just gonna go over somenew year's resolutions that
could help impact your business.
Just minor leagues, small stuff.
(00:52):
Hey, if you, uh, love the showand you, you, you wanna follow
us.
We would love your subscriptionon YouTube.
Just go where my hand is.
If you're looking at the screen,there's a little, uh, yellow and
black, uh, pinwheel, cursor, orpinwheel icon there.
Just put your cursor over it.
That'll allow you to subscribe,man.
We'd love it.
If not, we're on 26 listeningchannels, but either way, man,
(01:14):
we'd love you to follow us everyweek.
We try to do some cool stuffand, and this year we're gonna
make some changes, but Hey,today's New York, uh, new year's
resolutions, man.
It's gonna be fast.
It's gonna be fun.
And it's all minor league stuff,nothing, nothing major, you know
that we're gonna do here.
Really?
So the first thing I wanna, uh,mention to you is voice
inflection.
(01:35):
So what do I mean by this?
Well, let's just go through a, aphone call.
So I call a business.
The business answers the phone.
Hello?
ABC business.
Hey, ABC business.
Jeff Mason.
How you doing?
Oh, hello Jeff.
Okay.
So the voice inflection goesdown, right?
Well, they probably think, oh, Ihe's trying to sell something or
maybe they don't like me.
Who knows?
But this happens from time totime.
(01:56):
What you don't want to do isbroadcast to your customers,
that dip in voice inflection.
When you answer the phone orwhen you talk to them, you want
that voice inflection to go up.
Nothing, nothing real, um, youknow, scientific about that.
It's just something very, veryeasy.
Right?
How about this one?
Voicemail greeting.
(02:17):
When was the last time he hadchecked your voicemail?
Just to see exactly what itsays.
So here's the ultimate questionI have for you guys.
Is it designed for you or is itdesigned for your customer?
I'll give you an example.
I didn't listen to my voicemailfor 10 years.
I listened to it one day and youknow what?
I was mortified.
It said, Hey, I'll call you at atime convenient for me.
(02:40):
It was basically tellingcustomers that look, you know,
I'm more important than youguys.
Whoa, was I upset, reverse that.
And I'm just encouraging youguys.
Check it, see what it says, makesure you're broadcasting to a
customer with a smile on yourvoicemail.
That it's all about them and notyou.
So what's the third thing, right?
(03:01):
Call back assumptions.
What do I mean by this?
Well, you have friends like thisand you probably have some
business, um, encounters that dothis as well, where they call
you.
And they, you don't answer afterthe third or fourth or fifth
ring and they hang up, but itshows up on your mobile phone
that they called.
Right?
Well, they never leave amessage.
Then two, three days later, aweek later, they go, you know
(03:22):
how come you never called meback?
Oh, I never got a message fromme.
Yeah.
I called you three days ago.
Well, I didn't get a messagefrom you.
Well, I didn't leave a message,but you should just know that
when I call you should call meback.
Well, well, well do it.
I don't carry a spreadsheetaround.
I mean, it has all, all thesecontacts and how they want to
behave.
So just make it simple, man.
If you wanna call back, leave amessage.
(03:43):
Don't make any assumptions.
It goes both ways, right?
How about this one?
Right?
Initiate.
Face to face.
Greetings.
What do we mean by that?
Will people are paying you tolead, right?
They want you to, uh, make surethat the money they're giving
you the transaction they'regiving you that you lead it to a
successful conclusion.
(04:05):
So show them subliminally thatyou are a leader.
You take the initiative, makesure you ask them first, how
they're doing.
How is their night?
How is their weekend?
How is their holiday?
How was their vacation?
You be the initiator.
Don't wait for them.
I once did a little test with ayoung lady.
I worked with I'd I'd for aboutthree years.
I'd always said hello in themorning.
(04:27):
Whenever she walked by myoffice, I was always in before
she was.
And so one day I said, you knowwhat?
I'm not gonna say anything.
And I didn't say a thing for ayear.
And do you know for one wholesolid year?
I never got a good morning.
How you doing Jeff?
So it just goes to show youthat, you know, people want you
to be leader.
Last thing I had and I forgot toprint it is just a simple three
(04:50):
word email.
Got it.
Thanks.
Got it.
Period.
Thanks.
Exclamation point.
Just let people know that whenthey send you something that you
received it, why do I say thatto them as the, as the, um,
originator of that email or textmessage or whatever it is,
(05:11):
they're, it's important to them.
They're reaching out to you.
They want you to do something sothey don't want to now be put in
a black hole and wonder did theguy get it?
What you just say, you couldeven do a, a, you know, you, you
can do a signature on outlook.
It just have a signature.
Got it.
Period.
Thanks.
Exclamation point boom.
(05:32):
Got it.
Period.
Working on it.
Got it.
Period.
Stay tuned for more.
Got it.
I'll get back to you in 24hours.
Simple stuff.
So just five little I'm talkingminor league things, right?
Little, little tweaks that youcan make, and it might have a
positive Inca, uh, impact onyour business.
Doesn't cost you anything.
And it's a fun way to start outnew year's resolutions.
(05:55):
Right?
Give it a shot.
So here's my new year'sresolutions, right?
We're gonna make this podcastmore of a cup of coffee feel.
What do I mean?
And we're just gonna, you know,I got my coffee here.
We're just gonna make it more ofa engaging experience.
I wanna make sure when you tunein, you feel like we're just
having a conversation.
I, I really hate, you know, uh,getting sterile and reading in
(06:16):
an antiseptic way.
So we're just gonna make sure,right.
We're just, Hey, come on.
You're hanging out with me for,for 10, 12 minutes, right?
Prepare and use notes.
I am I'm preparing and usingnotes better.
I found that in my zeal forwanting to, uh, have a
conversational podcast that Iwas just not as tightened up as
(06:39):
I should be.
So I'm gonna get a little moretight with the notes and I'm
gonna use'em.
So, you know, every show I'llhave that little white piece of
paper guiding me along if youwill.
Right.
But it, we gauge my faithfulsidekick.
This guy is awesome.
Alex Dietrich.
We call him deeds.
I mean, so deeds and I are gonnahave some boy, right?
Deeds.
We're gonna have some fun thisyear.
(06:59):
I'm gonna turn my head over tohim here and there.
Gonna ask him for someaffirmation, gonna ask him for
some opinion, but you know what?
He was a great episode.
Check out episode 50.
I think it was 55.
Last year.
We had Alex on as a guest,extremely a great young man.
And I, I enjoy working with him,customer centricity.
What's that mean?
(07:19):
The podcast is gonna be tailoredto you.
Not me.
It's benefits you as thelistener or viewer can drive.
And again, a lot of'em are minorleague, man.
Uh, the big players out there,they're not talking about it.
You may not read this in some ofthe books.
You may not hear this on some ofthe broadcast.
We're gonna talk about stuffthat doesn't necessarily get a
(07:41):
ton of air time, but it's allfor you, customer centric.
I'm gonna remember thelisteners, right?
So I'm gonna start right now.
I know there's a lot of peoplethat are listening on, uh,
podcasts, where there's novisual.
So we're holding up flashcardsright now, blue for the cus blue
for the audience, yellow forsimple biz.
And we're just gonna remember toinclude you guys more and more
(08:03):
this year.
We don't want to exclude youminimize repeating.
I just, I'm tired of doing that.
I, I say things over too much.
It's filler it's it's gone outthe window.
I don't, I don't need itanymore.
I should crumple that piece ofpaper up.
It's done reduced.
So I still say so dets, it'sjust comes out.
(08:23):
It's so, uh, but you know, it'spart of me, it's part of my, uh,
I guess, uh, personality.
So you're probably, there yougo.
You're probably gonna get a fewof them, but, uh, I'm gonna try
like, like the Dickens to getrid of, uh, as many of them as I
possibly can, and then keep theprogram flying man, eight to 10
minutes on the monologues.
That's where I wanna be eight to10 minutes.
(08:45):
I don't wanna take up too muchof your time.
It's not necessary.
You guys want to get some faststuff you can plug and play and
boom, move on.
Right.
So we're gonna do that.
So how about that?
So, uh, as I look at, um, as Ilook at the new year, I, man, I
wanted to start off with a greatsong and with a, um, with an
actual goal that I have for thisyear for my wife.
(09:08):
And I don't want this to get toocheesy, but you know what, I, I
want to cherish my wife more.
It's got the up arrow, right formore, you know, 37 years
married.
She puts up with so much fromthis guy.
She's been by my side the wholetime she's watched me start two
companies and fail and, and, andwas behind me starting the
third, 14 years ago.
(09:28):
And we're now in our 14th year,my sales agency, God bless her.
She's great.
And I, honey, I love you.
And, and we're gonna, um, we'regonna do a better job this year
of making sure you know that andto sign off with the lost in the
shuffle track, we're gonna startout with a band called the
Vogues, the Vogues 1965, rightout of, I want to say, um,
(09:51):
turtle Creek, Pennsylvania,right?
So these four young men aresingers and they, uh, they're
kind of riding the wave of theBritish invasion that just came
out.
Uh, they've been riding the waveof, of the early sixties singers
in the songwriting hits, comingoutta New York city at the bro
building and all that.
And, and you know, these guysput together two kick, but tunes
(10:14):
in 1965, both of them hit numberfour on the charts.
And you know, I, I, I just enjoyit two minutes and 38 seconds or
something, but yeah, it is.
You're the one by the Vogues.
Number four on the charts in1965, turtle Creek, Creek,
Pennsylvania.
Thank you.
We'll see you next week guys.
(10:35):
And we're gonna just sign off bysaying, remember, customer
perception is customer reality.
Get to your customer before theyget to you, and don't forget to
respond, follow up and followthrough.
See you next week.
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