BBF218: Celebrating 11 years of business success with Damian Kernahan

There is a massive gap between how businesses think they are serving their customers and how customers actually feel about the service they receive.

 

This week we learn from someone who has made it his business to close that gap. Damian Kernahan is the main man at Proto Partners: a company that helps organisations actually deliver what they promise. He talks a lot of sense about the customer journey that we could all learn from, so listen up!

 

See some of Damian’s top tips below:

 

**  70% of Australia’s GDP is service based… service is where the money is!

 

**  67% of people don’t buy from business because of perceived indifference about their service.

 

**  Everyone says they’re busy, but that is not the same thing as being in tune with your customers. Make sure you are busy in the right areas.

 

**  “Predictable” and “consistent” are under-rated words. Do not underestimate the importance of them in your business.

 

In this episode of Business Brain Food you will learn:

**  The theory of the customer journey

 

**  How Damian built up his business but stayed small

 

**  How large businesses are letting down their employees

 

**  The dangers of being too busy for your customers

 

**  The gap between customer perception and the reality of their customer-service experience

 

Resources mentioned in this episode:

**  Do you think you have what it takes to become a Business Excelerator® at Max My Profit? Visit: https://maxmyprofit.com.au/business-exceleration.html

 

 **  Damian’s company website: http://www.protopartners.com.au

 

 **  All previous BBF episodes & show notes can be found at http://www.businessbrainfood.com.au

 

 **  Join the Business Brain Food Facebook Group: https://www.facebook.com/groups/BusinessBrainFood/

 

**  Twitter: https://twitter.com/bfewtrell

 

Call to action:

Remember the study that showed 80% of organisations thought they provided a good service, but only 8% of the public agreed with them? Don’t be one of those deluded organisations!

 

Also, if you are enjoying these Business Brain Food podcasts, then make sure to share them via social media sites or email the links to family and friends. A lot of time and effort goes into producing each of these podcasts with the goal in mind of the more people we can inspire about business the better. You can help us do just that!

 

Until next time, have a profitable day!

Cheers,
Ben Fewtrell
02 8808 5500