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What the Restaurant Business Can Teach Us About Client Experience with Nicholas Nick
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In this engaging discussion, Nicholas Nick and I share our backgrounds in the education sector, drawing on our unique perspectives from working in coaching companies. Nicholas outlines his transition from the restaurant industry to becoming an event coordinator in education, stressing the foundational role of customer relationships and fair systems learned in restaurants.
We move on to explore the crucial role of onboarding in client retention, with Nicholas detailing his 18-day onboarding sequence he had created that emphasizes clear expectations and personalized attention. We challenge the scalability myth of one-on-one onboarding calls, emphasizing its integral role in building strong customer relationships. Understanding diverse client personalities and behaviors is highlighted, underscoring the need for tailored customer experiences and investing in onboarding for long-term satisfaction.
Through personal anecdotes from teaching and the restaurant industry, our conversation emphasizes connecting with individuals on a deeper level to bring out their best. Empathy, respect, and genuine care are highlighted as transformative forces in fostering meaningful relationships, whether in education or business settings. The significance of making individuals feel valued is stressed for building enthusiastic support, with a focus on genuine commitment to meeting their needs.
Tune in for valuable insights and personal stories from Nicholas' years of customer/client experiences.
HIGHLIGHTS:
3:23 Restaurant to Real Estate Success
10:03 Importance of Onboarding
20:26 Scalability vs Customer Care
26:40 Proactive Retention Approach
33:51 IHOP Training and Customer Experience Insights
43:55 Individualizing Approach for Students and Customers
50:24 Going Above and Beyond for a Homeless Customer
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