820: Bill Price – Creating a Frictionless Business

I believe having a frictionless business is one of the key components to a successful business today. Quite frankly, I personally won’t work with any business who doesn’t make it easy for me to do business with them. We business owners can easily imagine that our own customers and potential customers may feel the same way, so this discussion with my guest Bill Price is an important and enlightening conversation for all of us self-employed folks. In our chat, Bill and I discuss the definition of a frictionless experience – especially in what I like to call “high-touch” (that is, highly personalized) businesses. As I like to say: really good customer service = meeting people’s expectations. We discuss this concept, as well as how preempting a customer’s questions or needs is crucial to creating a frictionless experience. We also talk about how making it easy to do business with you can indicate respect for your customers and for the value of their time. Finally, Bill shares his insights about how to reduce friction in your customer experiences.  Bill Price was Amazon’s first global vice president of customer service and is the founder and president of Driva Solutions, a consultancy dedicated to creating highly effective customer contact strategies and operations. He has more than 35 years’ experience advising and directing major operations in more than 160 leading companies. He’s the co-author of The Frictionless Organization: Deliver Great Customer Experiences with Less Effort (Berrett-Koehler Publishers; June 21, 2022) and of the bestseller The Best Service Is No Service, and Your Customer Rules! Learn more at frictionlessorg.com. And be sure to subscribe to The Self-Employed Life in Apple Podcasts or follow us on Spotify or wherever you listen to podcasts so you don’t miss an episode. Everything you need can all be found at jeffreyshaw.com.  Bill Price, thank you so much for being here!   Remember, you might be in business FOR yourself but you are not in business BY yourself. Be your best self. Be proud and keep changing the world.     Guest Contact – Bill Prive on LinkedIn (in/Bill-Price-Drivasolutions) FrictionlessOrg.com About The Frictionless Organization Book Buy The Frictionless Organization Contact Jeffrey – JeffreyShaw.com Books by Jeffrey Shaw Business Coaching for Entrepreneurs The Self-Employed Summit Watch my TEDx LincolnSquare video and please share!     Valuable complimentary resources to help you –   The Self-Employed Business Institute — You know you're really good at what you do. You're talented, you have a skill set. The problem is you're probably in a field where there is no business education. This is common amongst self-employed people! And, there's no business education out there for us! You also know that being self-employed is unique and you need better strategies, coaching, support, and accountability. The Self-Employed Business Institute, a five-month online education is exactly what you need. Check it out! Take The Self-Employed Assessment! — Ever feel like you're all over the place? Or frustrated it seems like you have everything you need for your business success but it's somehow not coming together? Take this short quiz to discover the biggest hidden gap that’s keeping you from having a thriving Self-Employed Ecosystem. You’ll find out what part of your business needs attention and you'll also get a few laser-focused insights to help you start closing that gap. Have Your Website Brand Message Reviewed! — Is your website speaking the right LINGO of your ideal customers? Having reviewed hundreds of websites, I can tell you 98% of websites are not. Fill out the simple LINGO Review application and I'll take a look at your website. I'll email you a few suggestions to improve your brand message to attract more of your ideal customers. Fill out the application today and let's get your business speaking the right LINGO!   Host Jeffrey Shaw is a Small Business Consultant, Brand Management Consultant, Business Coach for Entrepreneurs, Keynote Speaker, TEDx Speaker and author of LINGO and The Self Employed Life (May 2021). Supporting self-employed business owners with business and personal development strategies they need to create sustainable success.