Your Customers Are Not Your Friends | Give Great Customer Service

Рет қаралды 26,399

Күн бұрын

When are you finally going to learn that your customers are not your friends? @keith-kalfas
in this video I'm going to break down the psychology and process and almost prove my point. That in most cases, when you try to upgrade your life, your business, and your self-worth. When you raise your prices. Even your most loyal customers will drop you like a hot potato. They will leave you feeling used, like the entire relationship and all the bending over backwards for them was all a lie.
Don't believe me? Stick around a while?
On a positive note. Learning these invaluable boundaries can set you up for great success.
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Пікірлер: 213

@keith-kalfas Жыл бұрын

I use Jobber software to run my Business. Until the end of the month, get a free trial , 50% off first 3 months with my link. 🔥 getjobber.com/kalfas

@stack2008 Жыл бұрын

@DBCSwindow 3 жыл бұрын

There's a huge difference between being *friendly* with someone and being *friends* with someone. My customers are people that I see once a month at the absolute most and some I never see ever again. Our relationships are absolutely built on my ability to provide services and their ability to pay me.

@keith-kalfas 3 жыл бұрын

Very well said. Crystal clear. Thank you.

@DBCSwindow 3 жыл бұрын

@@keith-kalfas You're welcome. Are you gonna be attending The Big Convention in Atlanta this year?

@AntonioMartinez-sq2gp 3 жыл бұрын

In my opinion..... you didn't hear a word he said.

@DBCSwindow 3 жыл бұрын

@@AntonioMartinez-sq2gp yeah well that's like...your opinion, man.

@AntonioMartinez-sq2gp 3 жыл бұрын

@@DBCSwindow yes. It is. Have a BLESSED NIGHT 🙏

@JoeMac1983 2 жыл бұрын

This video is 100% spot on. I was so guilty of bending over backwards for my first clients several years ago. I felt resentment deep down the whole time I worked for them. I wasn't conscious yet of why since I was still at the beginning of the journey. When I finally raised my rates, they dropped me like a bad habit -- just like you said. They didn't care about my time or my family or my business. I laughed right in their faces, felt liberated, and wished them the best of luck finding anyone to do the work at my new rate (which was still below the competition). Keep in mind that these are customers who were both CEOs in their industries before they retired, have a massive house, sports cars, and a terraced lawn that leads down to a private lake where their beautiful boat awaits them. They called me the next spring to come do the work since they couldn't find anyone to do it so cheap and I told them I wasn't interested and wished them the best. Losing those weekly customers that I had for 2 years was the best thing that happened to me. So many life lessons learned.

@cannonball9478 3 жыл бұрын

I’ve cut out a lot of the little chats. I like to just get the work done now and be polite but remain at a distance

@mikeciuciui6935 3 жыл бұрын

My wife has a poor man's mentality I learned over the years that I can't share stuff with her when it comes to business growth or pricing.

@edwinsotero3964 3 жыл бұрын

I don’t feel like the only one anymore

@boredshorts3406 3 жыл бұрын

I’m a simple man, I see a Keith Kalfas video, and I click like

@keith-kalfas 3 жыл бұрын

Haha thanks man.

@allphaselandscape 3 жыл бұрын

Sooooooo true! Be friendly, but not friends. Friends expect favors.

@brillancetechnicalwriting9083 3 жыл бұрын

I wholeheartedly agree.

@edward97073 4 күн бұрын

KEITH YOU ARE THE ONLY SERVICE BUSINESS OWNER WHO IS SPEAKING ABOUT THE HARD TIMES AND THE PSYCHOLOGICAL DISTURBENCES OF BEING A BUSINESS OWNER!!!!!

@keith-kalfas 4 күн бұрын

Bro thank you do much for sharing this with me. 🙏

@imakeitgreen3777 3 жыл бұрын

one of my favorite lines from kalfas is qualifying a customer. ive been doing it for yrs, but i didnt have a name for it. i agree with the video. its also a waste of time during the estimate with the small talk, because i dont care who ur favorite football team is or where u went to school. im here for business not therapy. i need to hear kalfas, tell me what i already know, it reinforces my thinking to hear it again. i like to hear about his situations.

@SoftWashFactory 3 жыл бұрын

Business is like dating, the girl or customer both know if your confident and have anyone else really lined up 😆🤣

@marctastic32 Жыл бұрын

Keith, I have been working this industry for 35 years. This is by far the best video I have ever seen in relation to building credibility with your customer. Very good content sir.

@thedaffamily5020 3 жыл бұрын

This guy is so good at talking that I like his videos even before watching them. Lol keep it up brother. A plumber from Illinois..

@benbenavente1032 3 жыл бұрын

I do the same thing! Keith is the MAN!!! A Carpenter /Landscaper from Sacramento, CA.

@kevinriley2357 3 жыл бұрын

Dude! This hits hard. Everything you speak is stuff I go through on a regular basis and sometimes don't know that I'm struggling with it until you talk on that subject. Keep it up!

@ItsNotMyWallet 3 жыл бұрын

Exactly what I needed to hear. One of my best accounts wanting to nickel and dime me all of a sudden. After dripping sweat and being pelted by cicadas for 2 hours. Had me thinking "maybe I should discount, were getting it done quicker and I have more expensive and efficient equipment". Am I also a damaged poor kid, why do I feel bad for charging people and making a good rate?

@medexchanger9214 3 жыл бұрын

@@kelthkaifas6027 scam

@imakeitgreen3777 6 ай бұрын

I've watched this video before, but I watched it again. CUSTOMERS, THEY ARE NOT UR FRIEND. FACTS

@jamesmabe8207 Жыл бұрын

Hey Keith I’m not really in the landscape business,but when I listen to you speak I get fired up! I had a stroke in February been working helping my elderly neighbors with leave clean in their yard, it’s helping me get my strength back /hourly pay. Just wanted to say thanks for be real in your videos and keep up the great work, you are very inspiring

@analoglime 3 жыл бұрын

I have the “scam artist” comments on my Google. I’ve tried to bend over backwards to keep my reviews good. Fairly discouraged this season.

@DBCSwindow 3 жыл бұрын

Haters gonna hate.

@billarroo1 3 жыл бұрын

I've always noticed that the customers that want the most, are usually the hardest to please, and the first to try to get out of paying you, EVERYTHING your going to do, better be on that contract, and only do those things. 😃😃😃

@kirilvlastanov444 3 жыл бұрын

This was some landscape red pill knowledge we have to learn from experience and errors.

@jesserousseau2481 3 жыл бұрын

I feel the guilt part. My family always told me sense I was 12 when I said I want to own my own company that it's to hard. Just get a reg job work hard and save your money. But I was always told it's to hard it's to hard you don't want money! You don't want to be rich it's to hard. Took me along time to realize the truth

@christianslawncare9066 Жыл бұрын

I was just going over some of my saved videos “watch later” and after I got done watching “your customers are not your friends “ from last year and I was like 👍 Keith ,,, You should see about talking to some colleges in your home town or actually just see how much you can get paid for teaching class at a school or college. Maybe in a pre retirement plan down in key Largo!! Im seriously not just giving you a compliment!! 👍👏🙏🙏✌️

@kennyrichey51790 3 жыл бұрын

I don’t even do landscaping/clean up etc. and been watching these videos forever now. This one applies really well to the pool industry. Probably to all service industries

@edgarv1405 3 жыл бұрын

Dude same. Probably one of the first channels I subscribed to when I started watching KZfaq years ago.

@chrsdavism Жыл бұрын

16:10 - 17:00 in the video just ran over me like an 18 wheeler. Thank you so much for this!

@babapko3305 2 жыл бұрын

Yeah, over familiarity is 97% bad for business, and being straightforward might be something to be wary about, but most of the time, is a good foundation. Thanks, man.

@Daniel-ke1bn 3 жыл бұрын

Real, rational knowledge from this guy. Business/human psychology & behaviorism. This dude is gold.

@zalapski9399 3 жыл бұрын

Speaking without residue- very powerful both personally and professionally. Also very difficult skill to develop.

@josephpasquarella878 3 жыл бұрын

I listen to you Keith. Some of the best advice out there.

@drakecarter1780 Жыл бұрын

Someone who only talks to you they want a deal or free service is not a friend. That is a customer.

@davidvasquez5467 Жыл бұрын

Hey bro i opened my Buisness about 3 months ago and was going through learning this lesson and this video couldn’t have come at the right time, thank you thank thank you your 100% right.

@harperslandscaping5986 Жыл бұрын

I had a old couple that brought me out cookies and hot chocolate for 3 years… until I raised my price. Then they said my work wasn’t worth it and I do bad work

@darrenwareing5715 10 ай бұрын

I have been self employed for 6years and now im $40,000 in tax debt and other debt. Time to pull the pin and finish!

@AdvancedLawn 3 жыл бұрын

Rapport is power. Common ground doesn’t need to be a friendship. It should be a common understanding of the clients goal and your capabilities and expectations as a paid professional.

@keith-kalfas 3 жыл бұрын

Very wise comment bro.

@aaronandvicky7652 3 жыл бұрын

Finally pulled the trigger this year on starting my business after listening to you for 3 years. Can’t believe how fast it’s growing in such short time. Thanks for all the info.

@RayWilliamJohansen 3 жыл бұрын

Hey keith, I am doing a whole lot better now. Ive been having a ton of work, struggling a bit but doing so much better. Thank you for everything you do honestly.

@keith-kalfas 3 жыл бұрын

Awe man. Glad to hear you're doing good bro. Glad to see you here in the comments again.

@easttnlawncare6740 3 жыл бұрын

Good to hear man keep digging

@mauriciogutman2644 3 жыл бұрын

Great video Keith Kalfas gotta say your vocabulary, your terminology, and your language gets more extensive in each video you make. As far as making friends at work we all need to stick to this unique formula: business is business and personal is personal you can never mix the two

@darrellthompson6252 3 жыл бұрын

Amen to this. Customers pay you to do a job they can't or do not want to do. It's ok I believe if you have a elderly customer and you ask how they are ect. But friends don't pay your bills.. or run your business, you do. So keep simple, do your job , get paid .

@keith-kalfas 3 жыл бұрын

Yes sir. Thank you for sharing.

@hotttstuff2010 2 жыл бұрын

Thanks Keith started my company month ago been crushing it appreciate you

@jackiehall8630 3 жыл бұрын

I'm learning exactly what you said, I'm listening Keith.

@shawn5200player1 3 жыл бұрын

I find gems in quite a few of your videos. This one just happened to be in the title. Thank you for sharing your experiences!

@tony9305 3 жыл бұрын

Absolute Gold Kalfas! Speak the truth and thanks for making this video.

@jgeib21 3 жыл бұрын

Brilliant Keith. I’m a startup lawn company. Your content is powerful. Thank you!

@keith-kalfas 3 жыл бұрын

Thanks Joe. Congrats dude.

@RayoBeatz 3 жыл бұрын

I can't believe how long you came since I seen your videos. let me rephrase that. I knew you would get to where you wanted and its just awesome to see your progress.

@KF1 2 жыл бұрын

Best vid by far. You hit it on this one. Thanks very much I actually put some pieces together.

@paudielyons3918 3 жыл бұрын

Thank you Keith. Can relate to everything you say. You articulate it so well.. that comes only from being through it yourself. I wish you well!! 😊👏👏

@c0deye1 3 жыл бұрын

1.5 years in I really understand what your explaining n it’s great to hear you confirm how I feel. Life is good 😌

@ksoutdoorlighting 3 жыл бұрын

Excellent video Keith!

@ogilvieangusfarms2891 3 жыл бұрын

Great video 👍. Shared it with 3 of my contractor associates.

@vintagedudestuff 3 жыл бұрын

I sold used cars for 10 years and now I do lawn care and light landscaping. I completely agree with you!

@spencermoeller2629 3 ай бұрын

Thank you for your videos!

@christopherrabaldo3377 3 жыл бұрын

This is why we love you.

@SolarPowerMyRV 3 жыл бұрын

I def needed to hear this

@AntonioMartinez-sq2gp 3 жыл бұрын

You also speak from your heart..... I seeyou bro. Thank you for being real ALWAYS....that's rare

@EdsterL Жыл бұрын

Dude you are amazing, so happy to have found your channel, this video is great because my wife says customers are not friends when it comes to business. Thanks for your tips...prices will be going up next year 😁

@thelawncaregivers6034 3 жыл бұрын

Very well articulated.

@JJLandscaping 3 жыл бұрын

You are so right Keith. My family came down with covid. I informed all my customers that I would not be by until I was negative for their safety. I got so many OKs, don't worry, take care of yourself. 2 days later I'm getting phone calls and text ( I need to stop the text ) when and I coming, my property looks horrible. Their next scheduled service isn't for 5 days. I need to stop caring so much. There just customers. Love your books and videos. God bless keith

@billhull6842 3 жыл бұрын

So well put Keith. I was raised with a mother who knows everything. I had to be a friend to all of my customers. I have been taken advantage so much but with your help and all of our friends videos I have learned you can be friendly with your customers but don't try to be dear friends with your customers. All the customers that I have dropped who I thought were friends I never heard back from after I dropped the account. So they were playing me like a friend but when I wasn't around they didn't care about me. Now I view everyone as a customer and it is business. I have been able to reach this point because of what you have taught me. Keep it up Keith.

@margiecamu 3 жыл бұрын

Hooray Keith! Very very true. Less talk less harm. Be firm and honest with your knowledge and expertise

@jeremycandoit9400 3 жыл бұрын

My clients love to talk about themselves lol

@markschuman7697 3 жыл бұрын

Another great video Kalfas, keep it up!

@Tyl0renn8 3 жыл бұрын

Man, let me just say if it wasn't for you, my buddy and me wouldn't know what to do. He introduced me to your channel and i have been watching every morning and evening listening to you. Also subscribed to your podcast. Just thought I'd say i appreciate you!

@Bladesofgrasslawncare 3 жыл бұрын

Great, great, great video, Keith!

@johnmaranilli6418 3 жыл бұрын

Phenomenal work!!

@mrcwoodworks4523 3 жыл бұрын

This dude is gold

@keith-kalfas 3 жыл бұрын

Thanks bro. I'm just the messenger.

@rickyrodriguez6476 3 жыл бұрын

THIS CONTENT IS GOLD! THANKS KEITH! 👐

@keith-kalfas 3 жыл бұрын

Thanks Ricky you're welcome.

@alljobs...windowsolarclean4664 3 жыл бұрын

Wow mate, this video is one of your best ever, it not only touches the core it is spot on. You turned my thoughts into words. All the best from Australia. God bless you.

@pandhlawncare 3 жыл бұрын

Thanks Keith, this changed the way ive been looking at my business. I dropped 3 clients the day after i watched it.

@byronsmail1766 3 жыл бұрын

Great video Keith, its nice to hear your perspectives and truths. You have a great way of explaining what we go through daily in our life and buisiness. I thank you.

@megankoth5195 3 жыл бұрын

only your family are your friends... HEARD THAT KALFAS

@innerwoven_family 11 ай бұрын

Great Video man

@BobbyBowker 8 ай бұрын

You damn right!!!

@ufocallermanuelp 3 жыл бұрын

I feel he was talking about me 100percent

@that_guy_ty5626 3 жыл бұрын

Good advice, I needed this. Just started my lawn care company a few weeks ago 🙏🏾

@andrewpederson9190 3 жыл бұрын

Thank you for the knowledge man .

@fillslawncare 3 жыл бұрын

You're the man Keith. Keep your head up brother 👍🏼

@HunterDagenhart 3 жыл бұрын

Don't normally comment here but great psychological advice. Happy to hear someone that understands

@jonathandoble4105 3 жыл бұрын

Well said Keith as usual

@vintagexautodetailing3756 Жыл бұрын

Your amazing! Having the confidence to know what your worth is priceless! They do not teach this in school, Pay attention kids this is how business is ran, Great job and inspiring brotha! -VX Design

@ChristianGarcia-qj2ih 3 жыл бұрын

i think you explain the rules of business well and i can relate to you because the mistakes i do can be fixed. thank you

@jaymartin7007 3 жыл бұрын

Thanks for the advice 🔥🔥🔥🔥

@freshstartlawn 3 жыл бұрын

I appreciate this video man! I just started my lawncare & landscape business this year. It was kinda slow at first then i got very busy to the point where my wife was going out and helping me. Now the last few weeks it has slowed down to the the point where it's a struggle to get through. All my clients love us and i dont have any complaints. Hopefully things will pick back up cause i got a family to feed. I watch alot of your videos and have learned alot from them!! Thanks man! Also i am hoping to be at the expo in Louisville this year. It will be my first ever! Hopefully i can make it! Would love to meet you!

@brillancetechnicalwriting9083 3 жыл бұрын

This is great advice for any business, even my own.

@MarcG7778 3 жыл бұрын

Exellent Keith! They may be buying your experience. There's just some "experience" they can't buy! ☝🩸✝️👑

@Sumd3vil 3 жыл бұрын

Sup Kalfas. I listened to one of your videos about starting me a business with Craigslist equipment. You helped inspire me to take a chance and I'm about to buy a second business and be my own boss completely now. Just wanna let you know that your openness and passion to share really helped change my life. I didn't go out with friends or do anything fun for like a year. Scraped and saved for a trailer and mower. Going into my 4th cutting season I got all my equipment upgraded and paid for and I'm making money every month after paying bills. Totally changed my life. Thanks again.

@keith-kalfas 3 жыл бұрын

Haha that's so awesome man. Congratulations bro. Keep us posted.

@TheShedHunting 3 жыл бұрын

Love the videos and topics lately keep it ip

@nguyend408 3 жыл бұрын

Great video. Exactly what I needed. I do garage doors and my prices are somewhat high in the area but I still feel it's too low, according to my PL sheet

@mikeodell5915 3 жыл бұрын

On point

@BigBlackTruckDave Жыл бұрын

you are Great!

@bynumtreeandlandscape7506 3 жыл бұрын

Amazing video!!!!!!!! WOW

@mikeciuciui6935 3 жыл бұрын

Hey Keith, you are right on. If you want top dollar for your services without the hidden headaches keep it professional. There's a fine line between having a great personality and being easy to talk to without giving anything away. Be friendly but do not establish friendships with clients. They will take advantage of you

@jeffreyguntle8631 3 жыл бұрын

That is true! I learn to treat bussiness, and friends 2 separate people! When I show up I treat like a potential customer! I what to get there place looking amazing. I can still get to know them later down the road. When I show up I'm there to work

@redlinemax4958 3 жыл бұрын

Great advice 👍

@mr.tidygarden 3 жыл бұрын

Keith clients just want professional work done in a professional manner simple as that dawg👊 great video Damien from Ireland

@masonbourne5514 3 жыл бұрын

I do full landscaping (mostly tree service) and I have found that you just have to put the right hat on for the situation, when doing sales I am very professional and friendly, but that does not carry over to pricing or additional things.

@farmeral7566 3 жыл бұрын

Thanks I will be successful because of you.

@hungrywolftreelandscape5324 3 жыл бұрын

Another informative video by Keith

@miguelramirez4357 3 жыл бұрын

what can I say thank you for these videos. it is a bit difficult for me to deal with those types of people who try to take advantage of you it is good not to confuse friendship and clients