MOD 012: Earn race customers for life

Merchants of Dirt Episode #12

You must be deliberately focused on creating the most positive experiences you can manage for every customer you come in contact with. By using The Disney Approach is an example of a customer service strategy, can you rely on a formula that has 50-years of proof to back it up.

Key Take Away #1: How to retain customers for life with the Disney Way

Racing is a people business or the business of managing people’s expectations.

People expect you to provide a certain level of performance and service during each one of your events.

If you’re disorganized, indifferent, or snobbish, you can form your own expectations about your business very quickly — you can expect to not have any customers.

No customers, no business.

When I say that racing is a people business, what I really mean is that you need to put every effort into finding ways to retain customers.

You must be deliberately focused on creating the most positive experiences you can manage for every customer you come in contact with.

The Disney Approach is an example of a customer service strategy that has 50-years of proof to back it up.

You cannot argue with 50-years of dealing with every kind of customer under the sun.

That is why The Disney Approach is a perfect example for you to model our own customer service strategy after.

You’re not going to become Disney, that would be unrealistic.

But you can emulate Disney’s approach by re-aligning your business to help you also retain customers for life.

Fortunately, The Disney Approach was not created overnight, so give yourself some time to take all of this in.

You will first need to understand what goes into a customer service strategy.

Then, once you know all the pieces, you can start working on what parts of your racing business need to change before others.

Does this sound difficult to do?

It shouldn’t.

Remember, Disney has been doing it for 50-years, so you have some time.

Happy New Year!

I hoped you enjoyed this special New Year’s edition of the Merchants of Dirt Podcast with my regular theme music replaced by Carol of the Bells Rock by Bequadro.

This version of Carol of the Bells is an uplifting and upbeat full power arrangement in rock style of the popular Christmas carol composed by Ukrainian composer Mykola Leontovych in 1914.

The song is based on a Ukrainian folk chant called “Shchedryk”.

Meanwhile, thank you so much for listening to Merchants of Dirt Podcast and for helping this show make it to episode #12.

This was our last episode of 2016 but I’ll be back in 2017 with episode #13. And what’s a lucky number #13 episode if not one dedicated to our co-host, Mr. Murphy!

However, lucky #13 will not be our only Mr. Murphy episode. Episode #13 — Due to air on January 10th, 2017 — will be the first of 4 cautionary tales dedicated to topics Mr. Murphy wants to talk about.

Just to tease you a little (since Mr. Murphy LOVES surprises) we’re going to get into risk management, disaster recovery, and how to bounce back when everything goes wrong!

Because when you’re dealing with Mr. Murphy, anything that can go wrong, will go wrong.

No worries!

That’s not for another year!

And now you know.

What Do You Think?

I want to know what you think about my podcast! Please leave me feedback by doing the following:
  1. Go to the Merchants of Dirt Podcast iTunes page.
  2. Click View in iTunes under the show artwork.
  3. Submit a review and give it a 5-star rating!

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Thank You for Listening

Thank you so much for listening to Merchants of Dirt Podcast. If you have questions or comments, please reach out to me @MerchantsofDirt on Twitter, by Email, or my Contact Form.

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Kyle Bondo
Kyle Bondo is a thinker, podcaster, author, and creative strategy dragon seeking to make a small dent in the universe. He is the founder of Reckoneer, host of the Merchants of Dirt and Get Lost Racing podcasts, and an avid adventure racer.
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