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Psychologist invoice template for Customer Service

hi this is ty Bennett the author of the power of influence and the power of storytelling this morning I'm gonna be speaking to an organization and sharing some ideas around the psychology of customer relations but I wanted to break down that psychology for you in this video before I do that let me give you two thoughts to think about as we dive into this concept number one I believe that we live in a world for storytellers what do I mean by that I think that we live in a world where when people have experiences good or bad they go out and they share your story they take to social media they share it with their friends we're in a very referral based economy we seek each other's opinions and we can share those very easily so what does that mean for you and I in business it means that we have to provide incredible experiences so that those are the experiences that are being shared second point I get a chance to speak to organizations in all sorts of industries from real estate to financial services to food service to retail to distribution to direct sales it doesn't matter all businesses are based on two criteria number one is volume and number two is retention think about it every business comes down to volume and retention in essence it's how many people can you get in the door and how often do they come back that's an important under thing to understand because it's going to directly impact the psychology of how we look at the customer service we provide and the relationships that we build so we will look at the psychology of customer service or customer relations I think there's a couple things we need to keep you in mind let's just break down customer service to start I think there's four levels of customer service on level one we have assumed needs this is your basic level of customer service when you go into I don't know an establishment you you expect that somebody's going to be there to greet you to help you there's some assumed basic needs have you ever gone to maybe a restaurant or store and you walked in and you stood there and nobody showed up to help you right they failed at level one they didn't even show up to to meet those basic assumed needs at level two there's some expected needs there's some things that we we hope where we expect are going to happen where we're going to be taking care of in a good way at level one and level two we're not doing anything earth-shattering but the problem is if we fail at level 1 or level 2 we create a big problem for ourselves moving forward at level 3 we begin to impress and this is where we start to make an impact this is where we start to move from good to great this is where you start to make a name for yourself and at level 4 we amaze customers when you can have an amazing experience when you can provide that type of experience that's the kind of experience that people are gonna share with people it makes you stand out it makes you distinct and unique and that's what we're striving for now that we understand the four levels of customer service let's look at how that impacts volume and retention right all business is based on those two criteria well obviously at level one you're not going to have any major volume you're not going to have any retention and it makes it hard to stay in business at that level so we have to start to move up the ladder and provide better products better customer service at level two we start to maybe increase a little bit of volume possible retention people might come back because you met the expected needs but we really need to move to the level of impressing people where we start to increase that volume we start to have probable retention people are gonna come back more often because they had a good experience because they liked the service that they're being provided but when we amaze people what we what we create is guaranteed volume and guaranteed retention this is where your business becomes solid it creates sustainable and predictable revenue for your organization and you can start to move your business forward on an ongoing basis and now let's look at the fourth column of this psychology and that is the relationship this is the most important part right I believe we're in the people business regardless of what business you're in and building relationships with your customers your clients is essential well at level one you have a transactional relationship they come to you because it may be convenient it happened but there's no loyalty there's no camaraderie there's no real relationship there that transaction happened and it may not happen again at level two you start to have an acquaintance they know who you are you know they know who they are they're there's maybe a spark of a relationship but we've got to take it to level through where we start to build that relationship this is where we start to provide servus this is where we start to get to know them we do some things that are substantial they like us they're more likely to come back and at level four if we can amaze people what you create is a loyal customer you create a friend you create the kind of person who's going to come to you ongoing for your business you create the kind of person who's going to become a brand ambassador they're gonna share your story right they're gonna go out and promote you because they love what you've provided for them if you look at the overall picture of what this psychology looks like what we're talking about is as we provide better experiences for people we're going to impact the volume and retention of our business and we're going to change the nature of the relationship that's why it's so important to understand this because when you can look at the big picture of the psychology you can then start to implement action items and put those in place that's what I like to share is this big picture and then break down how we can do that and give your team's ideas to implement that to truly amaze your customers and change the nature of the relationship you