S3 E6: How Brian Scudamore Built a Customer Service Empire With People At Its Heart
Franchise Empires
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The Importance of Customer Experience in Franchise Success
O2E stands for ordinary to exceptional we're taking ordinary businesses like junk removal with 1-800- got junk. We make it exceptional through customer experience and you can't deliver an expect exceptional experience without people that really understand what it takes to deliver that experience. The beer and barbecue test is how would they fit in within the whole company does our company have just a good vibe that they add to do they add a level of skill unique character traits do they make things better? I think all too often companies and I've done it before as well as you hire based on skill we don't do it that way anymoreWe hire an attitude train on skill and the job that require high-level
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