Podcast appearances and mentions of sheldon bowles

With a staggering 181% increase in strength equipment usage between 2012 and 2022, as reported by Track My Gym, strength training has become the hottest trend in the fitness industry. In the first episode of the new season of the Fitness Business Podcast, host Justin Tamsett explores this trend with key expert Paul Byrne, as well as explores other key strategies with industry experts Jennifer Poljacik, David Steele, and Lauren Becker. The episode covers enhancing leadership, driving innovation, and boosting profits through developing a growth mindset, creating a strong culture, investing in team members, and leveraging technology to improve the member experience.   Key highlights from the episode: - Paul Byrne discusses the strength training trend and its implications for gym businesses. This trend is driven by social media, influencers, and changing consumer preferences. - Delivering exceptional customer service is crucial for gym businesses. Key strategies include defining service standards, understanding customer needs, and going the extra mile to create raving fans.  - Modern marketing in the fitness industry requires a shift from linear CRM processes to more organic and responsive interactions. Utilizing texting, AI, and retargeting ads can automate and speed up the marketing process, focusing on convenience, reviews, and ease of membership to attract and retain customers. Leave us a voicemail!   Our favorite quotable moments: “Consider making your gym [micro] influencer friendly. You have a room in the back where you have good lighting, you have the equipment you need. They can go back there and make it a place where they like to come and shoot their content.” - Paul Byrne “Creating the best customer experience can only benefit your bottom line and increase customer retention and staff satisfaction... One of the most helpful tools that I have used with my teams over the years is a wonderful book called Raving Fans by Ken Blanchard and Sheldon Bowles.” - Jennifer Poljacik "It's time to rethink the way we think of our prospects and how they interact with us, to get them from looking at us - to membership... We need to make it better." - David Steele   Resources: Fitness Business Podcast's LinkedIn CommunityMystery Shopping for Fitness Businesses - Website Paul Byrne - LinkedIn Harrison Co - Website Link to Strength Training Report - Access Here Link to GLP-1 Report - Access Here Merch Sponsor: GRIT Fitness - Website Be a Merch Sponsor - Here In The Trenches With A REXer: Jennifer Poljacik - LinkedIn 212 Fitness - Website and Facebook REX Roundtables - Website and Email Wise Words: David Steele - LinkedIn Sneeze It - Website Trusted Suppliers: Club Com - Website, LinkedIn, Instagram and TikTok Lauren Becker - LinkedIn Wellness Space - Website Solution One - Website Egym - Website   About Your Host: Justin “JT” Tamsett is a seasoned fitness industry veteran and passionate advocate for promoting physical activity. His mission is to reduce the health care costs across the globe by having more people move and move more often.  JT's hope is that his daughter Zoe can grow up in a world full of opportunity rather than one where governments and communities don't have the burden of an ageing and sickening population. With over 30 years of experience, JT has owned gyms, coached fitness classes, and now specialises in business coaching for fitness entrepreneurs.  Through his company, Active Management, JT provides guidance and support to gym owners worldwide, empowering them to build successful businesses and contribute to a healthier society. He also leads 8 REX Roundtables in the US and Australia, spoken at over 40 conferences in 23 countries, and consulted with gyms worldwide. JT's commitment to improving health extends beyond his professional endeavours, as he has also dedicated himself to coaching various sports and actively participates in industry organisations. Related: weight training, beginner weight lifting, weight lifting program, strength exercises, strength training for women, strength training for seniors, strength training for women over 50, strength training for beginners, training for women, workout for women, gym workout, weight training

Jamie unveils the secrets to crafting a winning marketing strategy that drives real results. Forget one-size-fits-all approaches – the key to success lies in committing to a plan that aligns with your unique strengths and preferences. Jamie breaks down the most effective marketing channels for financial advisors, from mastering the art of website optimization and SEO wizardry to leveraging the power of social media, email campaigns, webinars, and podcasting. She also shares invaluable insights on leveraging referrals, direct mail, and local marketing tactics to supercharge your growth. Marketing. What Works For Financial Advisors?  Resources in today's episode: - Raving Fans by Ross Blanchard and Sheldon Bowles

(0:00) Intro.(1:21) About the podcast sponsor: The American College of Governance Counsel.(2:08) Start of interview.(2:41) Jennifer's "origin story." (3:41) Founding a non-profit at the start of her career: Breakthrough Pittsburgh.(4:15) The start of her tech career with Yahoo!(7:12) Her roles post Yahoo!: founding and selling The Dealmap to Google.(9:20) Her transition and tenure as president & COO of Change.org (scaling from 18 million to 200 million users). About her Motivational Pie Chart.(11:07) About Change.org (a social impact campaigning platform) and non-profit and PBC corporate structures.(14:18) Her time at Facebook (now Meta), leading the Facebook Groups product.(16:00) About Rising Team, the company she founded and where she currently serves as CEO.(22:10) On her board journey, and distinctions among different types of companies: non-profits, startups (Little Passports), public companies (Move, TEGNA & WeightWatchers) and VC/PE backed companies. "The truth is to join a public board, somebody needs to take a bet on you if you've never been on a public board."(32:19) On serving in a VC/PE backed company as a lead independent director and comp committee Chair (Arcadia). On board observer roles. Setting board norms.(36:55) On the benefit of boardroom diversity.(39:17) On dealing with the politicization of the boardroom, including DEI and ESG matters.(42:06) On the benefits of teaching (at Stanford GSB) for her CEO and board roles .(39:17) On dealing with the politicization of the boardroom, including DEI and ESG matters.(44:15) Three things top of mind on boardroom matters: 1) Setting up boards for success (norms, board evaluations, etc),  2) Keeping up with new technologies, and 3) Crisis scenario planning.(49:00) Books that have greatly influenced her life: Gung Ho,  by Ken Blanchard and Sheldon Bowles (1997)The Overstory, by Richard Powers (2018)(51:14)  Her mentors.*Reference to her LinkedIn Post: 5 Mentor Archetypes.(51:57)  Quotes that she thinks of often or lives her life by.(53:15) About her book: Purposeful: Are you a Manager or a Movement Starter? (2018) The 3 Cs: 1) courage, 2) community, and 3) commitment.(54:40) An unusual habit or absurd thing that she loves.(56:00)  The living person she most admires: Simone Biles.Jennifer Dulski is a Silicon Valley based executive and board member. She is currently CEO and founder of Rising Team, a company that provides tools, data, and community to turn managers into amazing coaches that build happier and more successful teams. You can follow Evan on social media at:Twitter: @evanepsteinLinkedIn: https://www.linkedin.com/in/epsteinevan/ Substack: https://evanepstein.substack.com/__You can join as a Patron of the Boardroom Governance Podcast at:Patreon: patreon.com/BoardroomGovernancePod__Music/Soundtrack (found via Free Music Archive): Seeing The Future by Dexter Britain is licensed under a Attribution-Noncommercial-Share Alike 3.0 United States License

00:00 Introduction02:02 Decide what you want [Leading you]03:30 Discover what your customer wants [Leading teams]05:30 Deliver plus one percent [Leading organisations]07:10 Behind the scenes08:10 Raving Fan [Word of the week]08:40 Final step09:12 Close THE SUNDAY SCHOLAR takes a lighter look at leadership. Full of ideas, insights and inspiration. It's our weekly newsletter—reimagined as a podcast. Something to be expected. Something to look forward to.

Part I aired January 16, 2023. Richard, Caitlin, and Alex talk continue a prior conversation about the book Raving Fans: A Revolutionary Approach to Customer Service by Ken Blanchard and Sheldon Bowles.    Take the next step: links.sharedpractices.com Relevant resources: resources.sharedpractices.com Ask the Coaches! https://forms.gle/h97r1MHqi8pSp8zV7

Got questions for a coach? Ask them here: https://forms.gle/h97r1MHqi8pSp8zV7   Richard and Caitlin talk about the book Raving Fans: A Revolutionary Approach to Customer Service by Ken Blanchard and Sheldon Bowles. We also learn how to communicate your vision in one sentence, getting your team onboard, and empathizing with your upset patients despite what they may be saying.   Take the next step: links.sharedpractices.com Relevant resources: resources.sharedpractices.com

When you think of Customer Service does your mind immediately go to your negative experiences? Mike and Shelby discuss why customer service is critically important to businesses and how you can leverage the interaction into helping your business get #OneStepBetter! *Raving Fans: A Revolutionary Approach to Customer Service by Ken Blanchard & Sheldon Bowles #business #smallbusiness #leadership #success #growth #grow #education #customer #Service

Bori talks about the book Raving Fans by Ken Blanchard and Sheldon Bowles. This classic book written in 1993 dissects why companies need not just "satisfied customers" but Raving Fans and how to cultivate those clients. There is three little secrets to growing an audience like that... Listen to the episode to learn more.

Raving Fans er skrifuð af Ken Blanchard og Sheldon Bowles sem hafa selt meira en 12 milljónir eintök af bókunum sínum á tuttugu og fimm tungumálum.Í bókinni nota höfundarnir frábær dæmi og skemmtilegan söguþráð til að útskýra hvernig skapa á framtíðarsýn, skilja hvað viðskiptavinurinn er nákvæmlega að leita eftir, mikilvægi ferla og hvernig veita á þjónustuupplifun sem breytir viðskiptavinum í aðdáendur.Bókin er auðlesin, aðeins 137 blaðsíður og kom fyrst út árið 1993.

Ken Blanchard, PhD, is one of the most influential leadership experts in the world. He has co-authored 60 books, including Raving Fans and Gung Ho! (with Sheldon Bowles). His groundbreaking works have been translated into over 40 languages and their combined sales total more than 21 million copies. In 2005 he was inducted into Amazon’s Hall of Fame as one of the top 25 bestselling authors of all time. The recipient of numerous leadership awards and honors, he is cofounder with his wife, Margie, of The Ken Blanchard Companies®, a leading international training and consulting firm. Favorite Success Quote “Don’t ever use your position, great leaders and great because people love them and trust them, not because they have power” ~ Key Points 1. Leadership is About Trust Not Power If you want to be an effective leader, then operate based off of trust, not off of your power. If you want people to follow you, don’t demand that they follow you, get them to follow you because they trust you. Leadership is based off of trust, and not off of power. You have to build your community of individuals who trust in you and trust your abilities before you will ever be an effective leader. 2. Don’t Let Age Define You Whether you are young or old, you have something to offer the world. Never let your age determine your ambitions. If you are young, then use that youth and energy to invest into growing yourself and your dream, if you are older, then use your wisdom to grow your dreams while paying it forward and helping someone else. There is no time in life whenever you do not have a purpose, never let your age define you. 3. You Need to Keep Yourself Excited No matter where you are in life, you need to keep yourself excited and stimulate, spiritually, physically, and mentally. If you are not constantly pushing the envelope on your life and growing yourself in all areas you will live a more rich and fulfilling life. 4. Service is Essential to Fulfillment  You cannot truly live a full life unless you are serving others. Life is empty when it is lived for you. You have to have some aspect of your life with an element of service. Whether this is starting a non profit, volunteering at your church or with a charity, or just giving 10% of your money to a good cause. You need to remember that life is bigger than you and act like it. 5. If You Want Something to Go Well Get it Structured  If you want a marriage, business, or even your health to go well, it needs to be well structured. You have to put systems into place that help you to operate from strengths, eliminate weaknesses, and get perspective on your blind spots. Only with the right systems in place will anything truly be successful.

One of my goals is to read - I’ve set a goal of 30 books in 2019 and I will smash that goal (I’m on book number 24 as this episode is released, although I was working on book 23 as I recorded the episode).  When I mention “reading” books, I mean legitimately reading physical books or books on my kindle. I am not including audio books, because I listen to podcasts while I drive around. In this episode of the Crushing Debt Podcast, I review the following five last books I’ve read: The Purple Cow by Seth Godin. The basic premise of this book is how you can make your business stand out in a crowd. The Compound Effect by Darren Hardy. This book teaches you that small incremental improvements every day add up to tremendous changes over time. Whale Done by Kenneth H. Blanchard, Thad Lacinak, Chuck Tompkins, and Jim Ballard. My biggest takeaway from this book is the power of positivity in creating relationships with my staff, my friends, my family and everyone else with whom I interact in all phases of my life. Raving Fans also by Kenneth H. Blanchard, and Sheldon Bowles. I love Mr. Blanchard’s books because they use stories to make their point, and in this book the lesson is how to create raving fans for your business. Putting Stories to Work by Shawn Callahan. I have always felt that finding and telling stories in my presentations was a weakness. This book cures that weakness by showing you how to find, incorporate, refresh or retire stories in your presentations. What are some of your favorite books? Where do you find your books? Do you prefer printed books, e-books, or audible books? Please let me know in the comments, on social media, by email at Shawn@YesnerLaw.com or through the website at www.YesnerLaw.com. You can also order my book - Crushing Debt: 9 Strategies to Eliminate Financial Bullies, and listen all the way to the episode for an offer from me!

Come trasformare i nostri clienti da "clienti soddisfatti" ad "ammiratori sfegatati"?In questo libro: "Clienti Soddisfatti? Non Basta!" Sheldon Bowles e Kenneth Blanchard spiegano le 3 regole per andare oltre la mera e semplice soddisfazione dei nostri clienti e trasformarli in ammiratori sfegatati dei nostri prodotti. _____________________________________[Ti piacciono i miei video? Ogni settimana puoi ricevere contenuti bonus su tecniche di vendita, negoziazione e comunicazione aziendale. Iscriviti alla newsletter al link: http://bit.ly/roberto-chiappa-newsletter]

Leadership Coach Bekka Prideaux meets local brewer Jon d'Este Hoare of The Leighton Buzzard Brewing Company. They talk about working with a small team, the importance of being a local business and part of the community, sustainability, and of course beer! Clare Wildman of You and a Book also joins Bekka to share her review of Raving Fans by Ken Blanchard and Sheldon Bowles. This episode was first broadcast on Leighton Buzz Radio on 19 March 2019

Ken Blanchard, PhD, is one of the most influential leadership experts in the world. He has co-authored 60 books, including Raving Fans and Gung Ho! (with Sheldon Bowles). His groundbreaking works have been translated into over 40 languages and their combined sales total more than 21 million copies. In 2005 he was inducted into Amazon's Hall of Fame as one of the top 25 bestselling authors of all time. The recipient of numerous leadership awards and honors, he is cofounder with his wife, Margie, of The Ken Blanchard Companies®, a leading international training and consulting firm. Favorite Success Quote “Don't ever use your position, great leaders and great because people love them and trust them, not because they have power” ~ Key Points 1. Leadership is About Trust Not Power If you want to be an effective leader, then operate based off of trust, not off of your power. If you want people to follow you, don't demand that they follow you, get them to follow you because they trust you. Leadership is based off of trust, and not off of power. You have to build your community of individuals who trust in you and trust your abilities before you will ever be an effective leader. 2. Don't Let Age Define You Whether you are young or old, you have something to offer the world. Never let your age determine your ambitions. If you are young, then use that youth and energy to invest into growing yourself and your dream, if you are older, then use your wisdom to grow your dreams while paying it forward and helping someone else. There is no time in life whenever you do not have a purpose, never let your age define you. 3. You Need to Keep Yourself Excited No matter where you are in life, you need to keep yourself excited and stimulate, spiritually, physically, and mentally. If you are not constantly pushing the envelope on your life and growing yourself in all areas you will live a more rich and fulfilling life. 4. Service is Essential to Fulfillment  You cannot truly live a full life unless you are serving others. Life is empty when it is lived for you. You have to have some aspect of your life with an element of service. Whether this is starting a non profit, volunteering at your church or with a charity, or just giving 10% of your money to a good cause. You need to remember that life is bigger than you and act like it. 5. If You Want Something to Go Well Get it Structured  If you want a marriage, business, or even your health to go well, it needs to be well structured. You have to put systems into place that help you to operate from strengths, eliminate weaknesses, and get perspective on your blind spots. Only with the right systems in place will anything truly be successful.

Meredith and Kaytee are back in your earbuds for a show that ended up having heavier subject matter than we'd expected. You’ll hear a “bookish moment of the week” from each of us (and a surprise vocal appearance by Meredith's Boston Terrier, Cooper - oops!) and we'll go over a few of the books we’ve finished reading lately. Then we’ll chat about what’s next up on the TBR pile. This episode includes an accidental foray into non-fiction books, because we have a lot of words about them this week! Next, we both discuss the ways we keep track of our reading: spreadsheets, journals, and apps. We finish up with A Book (yep, capitalized) that we’d like to put into every reader’s hands: something that has consistently ranked on our favorites list or been well-beloved by the people in our lives that we’ve convinced to read it. Perhaps it will become one of your favorites as well.   Time-stamped show notes are below with references to every book we mentioned in this episode. If you’d like to listen first and not spoil the surprise, don’t scroll down!  .  .  .  .  .  4:44 - Elephant and Piggie by Mo Willems Raising Readers bookish moment 7:15 - Bring Me Back by B.A. Paris 8:05 - Gone Girl by Gillian Flynn 8:07 - The Couple Next Door by Shari Lapena 8:09 - Behind Closed Doors by B.A. Paris 12:24 - Stretched Too Thin by Jessica Turner 12:58 - A Mother's Reckoning: Living in the Aftermath of Tragedy by Sue Klebold 15:58 - Columbine by Dave Cullen 17:06 - Bad Blood by John Kerryrou 18:11 - DisneyWar by James B. Stewart 20:13 - So You Want to Talk About Race by Ijeoma Oluo 21:59 - Why I'm No Longer Talking to White People About Race by Reni Eddo-Lodge 23:09 - Raving Fans by Ken Blanchard and Sheldon Bowles 24:31 - The Five Dysfunctions of a Team by Patrick Lencioni 25:22 - Every Note Played by Lisa Genova 25:35 - Still Alice by Lisa Genova 25:43 - Love Anthony by Lisa Genova 27:32 - Sophie Kinsella 28:20 - @anovelfamily on Instagram #readwhatyouown 28:33 - Homegoing by Yaa Gyasi 28:57 - The Best Yes by Lysa TerKeurst 29:11 - Last Night in Montreal by Emily St. John Mandel 29:16 - Station Eleven by Emily St. John Mandel 29:37 - To Kill A Mockingbird by Harper Lee 30:22 - Shadow of the Wind by Carlos Ruiz Zafon 41:27 - I Am Pilgrim by Terry Hayes 44:40 - The Sun Does Shine by Anthony Ray Hinton 44:52 - Just Mercy by Bryan Stevenson *Please note that all book titles linked above are Amazon affiliate links. Your cost is the same, but a small portion of your purchase will come back to us to help offset the costs of the show. Thanks for your support!*  

Brian Bates bought the neighborhood shop in Columbine Hills in 2004. It was his way to serve the community by providing quality repairs and service while also living out his dream of running his own business. After serving 4 years in the Army, Brian returned home to earn his business degree in the search of ultimately running his own business.  While working at a Honda dealership for an average of 60 hours per week, Brian attended Metro State University of Denver at night, full-time, with the support of his wife Rhondi who was a full-time mother of Adam and Kiersten. Five years of hard work and studying paid off in 2000 when Brian earned a 4-year Business Management degree becoming the first generation in his family to attend college. One year after opening his first shop, Brian had an opportunity for a partnership through the NAPA Autocare program. Mike Train, a NAPA representative, asked Brian how he could help grow Eagle Automotive Service. A life-long relationship was established.  No other parts supplier had asked that question and Brian realized that NAPA understood that if Eagle Automotive grew, the NAPA store would also. Brian has served as President of the local NAPA Autocare Business Development group. He served on the national Autocare council with the president and directors of NAPA Auto Parts. He is proud of his team’s achievements in becoming AAA auto repair certified and holding a BBB A+ rating since the inception of the grading system in 2007. Many respected experts and professionals in the automotive repair industry have recognized Brian for his contribution to the improvement of the industry and community where he lives and operates his shops. There are many ongoing projects that Brian is supporting and working on.  A federally recognized automotive apprentice program, helping single mothers afford car repairs, mentoring fellow shop owners, and developing leaders take up much of Brian’s free time.  And family is where Brian focuses his attention when he isn’t working on his business. Brian just celebrated 25 years of marriage in August 2017 with Rhondi.  Brian’s immensely proud of his son, Adam, who currently works as a service advisor at his newest store.  His daughter, Kiersten, is newly engaged to be married in June 2018. Talking Points: The strength of Brian’s business is based on firm values, integrity and leadership. Your business model needs to be fluid and flexible. Leaders are not born, yet they have natural tendencies to be a leader. You need to learn how to be a great leader. You must be a constant student of leadership. The military was a good experience for him. He admired leaders that put his team above himself. Authors for leadership Zig Ziglar, John Maxwell, Sheldon Bowles, Dave Ramsey, Brian Tracy Brian is growing leaders in his company. You need someone to challenge you and also pat you on the back. To ask the questions if you are living up to your potential. A few reasons why Brian has had a business coach since 2008. An early adaptor of Digital Vehicle Inspections. The power to increase customer trust and communication with the service advisor. His ARO is $550 Nothing he would do over growing his business. He learned a lot but that is what growth is all about. “It is always darkest when it is pitch black.” by Ben Horowitz. “There are only two emotions: Total euphoria or absolute despair. A lack of sleep enhances both.” by Ben Horowitz Installed a VOIP phone system. He says it was a smart move to pull his branches together. The biggest opportunity you have to distinguish yourself in the marketplace is in the relationship you have with your team and how you function as an organization. Customers can feel that. He wants to create an opportunity for his son and daughter to own the business. Brian heard Lou Holtz speak at a Dave Ramsey event. Lou...

A little about our guests. Cassandra grew up less than 2 miles from where she and Ronnie decided to open Vital Life Chiropractic. For her it is coming full circle back to her roots. Ronnie is a native of Akron, Ohio, we to high school in Lithia Springs, Georgia. As turns out, Ronnie and Cassandra attended many of the same events in High School and never met. This theme continued into college. Ronnie and Cassandra knew each other but never got together in college. Finally, years later, Ronnie called Cassandra. But it wasn’t the Cassandra he meant to call. He was trying to call his then boss. As fate stepped in, they got together and the rest is history. A little about their business. Cassandra’s background is in child and family development. Her focus is in academia and she holds a bachelor’s degree, master’s degree, and a doctorate in various aspects of child, family, and human development. Ronnie completed his chiropractic doctoral degree at Life University. Together, Cassandra and Ronnie are creating a practice that is truly holistic, looking at the whole person and whole family structure. As Cassandra and Ronnie look to launch Vital Life Chiropractic, Cassandra is learning the business aspects of the company while Ronnie works in the community to build relationships with future patients. Together they are creating a practice of their own. One piece of advice (the nutshell version) Recognize that even as you do great business things together, at the end of the day your marriage is the most important thing. Marriage is the priority, not business. Reading Material Expert Secrets by Russell Branson - http://amzn.to/2qZMToY Raving Fans by Ken Blanchard and Sheldon Bowles - http://amzn.to/2sRaTqL Get in Touch with Our Guests VitalLifeGA@gmail.com website coming soon

Jess Winnett is a Live Stream Business Strategist and an entrepreneur who’s building a legacy online. She loves empowering others with the truth that they can have the life and business that they want, without sacrificing time with family with loved ones. She’s the “Queen of Periscope”, and she’s here to show and tell others how they too can use this amazing platform to bring incredible results to their business. Jess got started on Periscope about 10 months ago and although the live streaming aspect intimidated her at first, she fell in love with the way she could connect with people using it. “I knew that I had this voice and this content to share. I just wasn’t sure what platform was right for me.” Her number of followers has steadily grown to a little over 2,700 people, and she notes that she started with no social media presence prior to using Periscope. She feels that there is a direct correlation between Periscope and customer service, and believes that every single time you go live, you leave people with a feeling. She strives to connect with others each time she broadcasts and also gets to know the names of people watching. “People will come back if they feel loved, cherished and appreciated” Due to the fact that Periscope streams live, you can build the “know-like-trust” factor very quickly. The platform has also introduced enhanced features for searching to improve users’ experience. Jess and her husband are big advocates of letting people know when they’re doing a really good job with customer service, as people tend to hear more of the negative reviews that are posted online. To her, a big part of creating a positive customer experience is having that joyful attitude. Jess adds that this starts at the top of an organization and by also affirming customers in their purchasing decisions, all employees can contribute to the experience. She believes that some people are born with the charisma and other skills to do customer service well, but others have to train to learn how to do it. “I had to really work on re-training my mind to be more positive and look for the better outlook in things” She adds that people should always be growing and working on their own personal development so that they can give their customers a better experience. Business can be difficult at times, but you need to self-motivate quite a bit. Jess has also created a private Facebook group (see “INTERVIEW LINKS”) to help motivate her. “What’s beautiful about what you create is that you do have to self-motivate quite a bit” Jess notes that it’s important, particularly when starting a business, to have a vision. She also tries to remember who she ultimately wants to impact. “We can get so focused on what we’re doing short-term that we forget what’s the long-term thing (we want)” Joining a mastermind group has helped her think outside of her business and also with marketing ideas. “Seek out people that will encourage you. Seek out mentors and like-minded individuals.” The online tool or resource that she couldn’t live without is Calendly (see “INTERVIEW LINKS”), which she directs people for booking times to speak. Jess’ recommended books are “First Steps to Wealth” by Dani Johnson, “Quitter” by Jon Acuff, “The 10X Rule” by Grant Cardone, “Raving Fans” by Ken Blanchard and Sheldon Bowles and “The 7 Habits of Highly Effective People” by Stephen Covey. In order to motivate staff, Jess says this needs to be done daily and can be achieved many ways, including daily emails, sales meetings in the morning, and constantly staying connected with your people. She’s really excited about launching her Live Stream Academy (see “INTERVIEW LINKS”) for beginner and intermediate online business owners. “I get to help a lot of different people in a lot of different seasons in their business and life” The quote or mantra she lives by is “Do not question in the dark what God has shown you in the light.” We would welcome a subscribe, rate and review for the show and also that the listeners can come hang out at Navigating the Customer Experience Community on Facebook. This is a private Facebook group for our listeners and past guests to come over share insights and industry trending topics and discussions on business and customer experience – click here! INTERVIEW LINKS: www.JessWinnett.com www.ScopeMamas.com www.Calendly.com       

Ellie Parvin is obsessed with the way people communicate and the various factors and environments that can alter the perception of information and meanings delivered and received between those communicating. Her passion for communication has lead her to launch EllieParvin.com, which helps small businesses, organizations, entrepreneurs and individuals learn how practicing and cultivating communication skills and techniques can improve their lives and bottom lines. Ellie had her first experience with customer service when she worked in her mother’s psychology practice. She says that customer service became personal for her from that young age. “Something that starts very early on, it kind of becomes your signature on how you are with every job, or everything you do after that” She believes that customer service has changed globally over the past couple of decades, as companies are moving towards being more service-oriented. “Customer service, at its core, is truly building and maintaining relationships through the way businesses and their staff communicate” As much as customer service is about the customers, Ellie shares that it’s as much about the employees who work for a company. She says that employers need to look at the people they are hiring have heart, critical thinking abilities and want to implement the company mission. It’s important that employees are nice to others, quick, thorough and they follow through on what they say they are going to do. “They just need to care about people” Ellie adds that it’s critical a company empowers their employees to make decisions and not have to go through multiple levels of management when dealing with a potential conflict. In the case of an issue or conflict with a customer, employees should tell the person what they are going to do, research a solution and tell them that they’ll get back to them within 24 hours. At the very least, employees should contact the customer to provide a status update on the situation. “Really it is about doing what you say you’re going to do” She also believes companies should have a Frequently Asked Questions (FAQ) page on their website, and visual resources such as YouTube videos can also be helpful in assisting customers. Social media has significantly changed the face of customer service, as research shows that about 85% of customers have contacted a company via social media about their products or services. “When customers actually feel (like) part of the business and connect with the people there, they feel like they’re invested” While it’s important to have a social media presence, Ellie feels that companies should only focus on one to three platforms. For her, it’s Instagram and Facebook. “As a small business owner, it’s vital for me to communicate with the people who are my customers” The book that has had the most impact to Ellie is “Raving Fans” by Ken Blanchard and Sheldon Bowles. She feels that the customer isn’t always right. Words are powerful, and she has chosen to create her own “platinum rule” that says, “The customer is the customer.” “It has nothing to do with whether they’re right or wrong. They’re the customer and our job is to service the customer.” To stay motivated, Ellie has created a morning ritual and set of habits that gets her day off on the right foot. This includes stretching, yoga and listening to podcasts. She’s always been a proponent of learning by teaching. “It’s always a wonderful feeling when you feel that connection with someone” If a team isn’t motivated, she advises employers to be patient and focus on a small group of customers to service. “You want to give your energy to your best customers, which will attract more of them” The one thing she’s most excited about is continuing to do the work to grow and learn. To do so, she’s started Chalene Johnson’s “Marketing Impact Academy 2.0.” Ellie will be launching the book she wrote in the near future. The one quote that Ellie lives by is “Customer service is building and maintaining relationships.” INTERVIEW LINKS: Website (visit for a free PDF & list of Ellie’s Power Words!)

Here is my book reivew of Raving Fans by Ken Blanchard and Sheldon Bowles. Listen to how it fits into your internet site. Join us at www.smallbusinesscopilot.com or on Facebook. Small Business Copilot provides business startup help by sharing new ideas and viewpoints from other small business experts.