SF44: World-Class Customer Service with Scott Porter

"Our company mission is to help people experience the joy of food" - Scott Porter

What comes to mind when you think about customer service?  Do you think about United Airlines and the infamous passenger escort? Do you remember that restaurant server who rolled her eyes when you asked for gluten-free? Or do you think about that grocery store clerk who remembered your first name and asked if your child was feeling better?

We all know what it feels like to have an incredible customer experience. We evangelize, we promote, and we rave about those companies. The same is true of horrible experiences. Happy customers spend 140% more than unhappy customers yet, too often, founders obsess over profit margins or process flows and then wonder why they are struggling to grow, or much less, survive. My guest this week is Scott Porter, founder of San Diablo Artisan Churro's. Scott has a unique perspective when it comes to customer service. In fact, Scott leveraged customer service to rescue a nursing home from bankruptcy. It might be fair to say that Scott worries more about his customers than his own business. On the other hand, that's probably why his business is booming!

ON THIS EPISODE WE DISCUSS:

• Marketing a super niche business model

• Company growth through customer reviews

• What defines a great customer experience?

• How to measure your customer happiness/satisfaction

• Defining and measuring your brand: what 3 words define you?

• How Scott rescued a bankrupt nursing home using world-class customer service

• Strategies to engage your team in building a better customer experience

• How San Diablo defines their customers experience:

  • D - Dedication

  • I - Interaction not Transaction

  • A - Attention to Detail

  • B - Brighten Through “Deep Fried Happiness

  • L - Legacy

  • O - Opportunity to WOW