Empowering Employees and Effective Customer Communication – Small Business Show Episode 88

Business Brain – The Entrepreneurs’ Podcast

Are you involved in every decision that your employees make? Would you like to grow your business, decrease headaches and free up some much needed time? We thought so. Today on the Small Business Show, Dave and Shannon discuss how “not to be in charge” all the time and empowering your employees to make the right decisions.

Dave shares some stories about being so concerned about communicating with customers that he would write the email responses and give them to his employees to send out. Dave now says: don’t do this! Shannon brings up the concept of repetitive email templates to handle similar issues that come up over and over with your customer service department as well as using a communication management service like HelpScout to insure everyone is on the same page when it comes to communicating with your customers.

We then jump into a discussion of “magic phrases” that build trust with your customers and help convince them that you are on their side and we wrap up the show with a quick discussion on refunds and handling them correctly.

Join us today as we discuss letting go and communication across teams with your customers on the Small Business Show, episode 88!

Chapters/Timestamps:

00:00:00 Small Business Show #88 October 12th, 2016
00:01:14 How to not be in charge
00:07:19 Singularity of purpose
00:08:47 Empowering People
00:11:41 Resist the temptation to write your employee’s emails
00:16:36 Using Help Scout to homogenize your company’s communications
00:19:35 “Magic Phrases” – words and phrases that build trust and convince the customer you are on their side.
00:22:12 Prioritizing the customer
00:24:00 Refunds are tricky business
00:29:38 Communicating with the customer – ongoing discussion about what is going on. “Show notes” or “tech notes”

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