Secrets of Insanely Good Customer Service

Interview with Mark and Brian Canlis

Episode Description

[Listen to this episode on iTunes]

In the StoryBrand framework, your customer is the hero.

But we can’t just call our customers heroes. We need to treat them that way, too.

A single customer experience for your business — good or bad — may end up influencing thousands of people in our Yelp-tastic, super-connected world.

So that’s why we’re kicking off Season 2 of the Building a StoryBrand podcast with a deep dive into insanely good customer service.

I interviewed Brian and Mark Canlis, who own and operate the legendary Canlis restaurant in Seattle. These brothers deliver unforgettable customer experiences night after night, year after year.

This is a bucket-list-level dining experience.

It’s where Betsy and I shared one of our first meals after becoming husband and wife.

It’s where I flew my mom for dinner shortly after her cancer diagnosis.

It’s that kind of place.

So I sat down with Brian and Chris to figure out what they’re doing. They share exactly how to put their customers first.

You hire the right people.

It’s crazy, but their process breaks a cardinal rule of hiring. You can take the guesswork out of your next hire by following their advice.

You build trust among your staff.

Your customers won’t be happy unless your staff are happy first.

Your customers won’t be happy unless your staff are happy first. Try the Canlis approach to team morale (which is surprisingly fun), and you’ll see the results in your customer satisfaction.

You look at profit differently.

This idea blew my mind, and it’s something I’m still noodling on, to be honest. I’m not going to spoil it here because frankly Brian and Mark do a way better job of explaining it, so just listen for yourself.

I know this is going to inspire you to take your business’ customer service to the next level.

By the way, thanks to everyone for your support and love for Season 1. We have some ridiculously smart guests lined up for this new season, so we can help you continue to clarify your message and grow your business.

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Podcast produced by: Tim Schurrer
Additional editing by: Nick Jaworski

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