Sir Richard Branson once famously said, “Take care or your employees and they will take care of your business.”
Many business owners give this idea lip service but don’t really focus on empowering their front-line customer service people the way that Sir Richard or other fabulously successful entrepreneurs do.
That’s why I’m so excited to have none other than The Customer Service Doctor, Dr. Kelly Henry, join me on Radio Free Enterprise this week.
Dr. Henry’s book, Define And Deliver Exceptional Customer Service, is a must-read for every business owner who has workers interfacing with – and solving problems for – their customers.
After all of the effort we go through to attract and do business with new clients, why don’t we work harder to keep them as long-term sources of repeat and referral business? Dr. Henry knows the answer to that and many other perplexing questions about the state of customer service among businesses of all sizes around the world.
Please join us this Thursday at 10:00 as we stream live right here.
Learn more about The Customer Service Doctor: https://DrKellyHenry.com
Buy Dr. Henry’s book: https://amzn.to/3v9yjZA
What follows is a computer-generated transcription of our entire conversation. Please excuse any typos!
Frank Felker 00:23
Thank you, Dude Walker. Yes, indeed, I am Frank Felker. Welcome back to Radio Free Enterprise.
My guest today is Dr. Kelly Henry. He’s the customer service doctor, and the author of Define and Deliver Exceptional Customer Service. Dr. Kelly Henry, welcome to the program.
Dr. Kelly Henry 00:42
Thank you, Frank, really appreciate the opportunity excited to be here.
Frank Felker 00:46
I’m very excited as well, Kelly. You and I had a chance to talk earlier, compare notes about customer service. And we’re both very passionate about it. And you have made a study of it, and now are an expert at delivering it, and helping businesses deliver it. And there’s a lot of benefits that accrue to business owners who do listen to what you have to say. And we’ll get to that in a minute. But I want to start with this I, I got this line from the one of the opening pages of your book. And it goes like this, “This book is not about customer service. This book is about success.” What were you? What do you mean by that?
Dr. Kelly Henry 01:31
Well, I appreciate that question. To me, customer service is the essence of business success. Customer service is either going to enhance your business, and everything that goes on in it, or it is going to detract from it and create problems throughout the business model. So when you get the customer service right, everything else is going to fall in line so to speak. It’s going to create a better atmosphere for your employees and those who work there. Obviously, it’s going to create a better atmosphere for the customers, it’s going to create retention, keep those customers coming in, it’s going to create referrals, it’s going to add to the to the profits, it’s going to slow down complaints, it’s going to keep the turnover of employees from being out of control. So when you control all those things, when you can slow when you can make all those things work better and keep that functioning right. Again, that adds to the business success. And like I just mentioned, it creates and enhances great customer service enhances everything else that goes on in a business. That’s how vital it is.
Frank Felker 02:47
I could not disagree with anything that you just said. But it may seem a little odd to people who are not accustomed to the benefits of great customer service. And there’s so many layers to it. I just don’t know where to start. But let me start with this in terms of layers. great customer service starts at the top. Would you agree with that, with the owner of that business?
Dr. Kelly Henry 03:09
Absolutely. Absolutely. It cannot be a flavor of the month, poster on the wall, expect the employees to provide great, great customer service. If it’s not ingrained in a foundation coming from the top, and then works on down through the culture of the business, it’s really got to be a cultural shift. It can’t be something like I mentioned, that’s just, you know, a poster board item a flavor of the week or month, something that’s champion for a day or two that just doesn’t suffice. It’s got to be something that is ingrained. That is a foundation that’s a cultural shift, if it’s going to succeed and succeed for the long term, so again, has to come top down.
Frank Felker 03:57
And that’s one of the things that I’m sure presents a huge challenge to you in working with clients. Because this is a mindset thing for the owner of the business, to take great care of your customers ever, as Richard Branson said, take great care of your employees, and they’ll take great care of your business and starting with taking care of your customers. And it’s something that’s always been sort of a mystery to me how much effort and financial investment we as business owners put into attracting and qualifying vetting and converting prospective clients into first time one-time first-time buyers. And then it’s like they fall off the shelf like we don’t even want to talk to them anymore. I was telling you I have a thing. It’s a lot like buyer’s remorse that I call seller’s regret. It’s as if they we as the business owner, okay, now your customer I’m really not interested in you anymore. Is that something you see widely, and what can we do about it?
Dr. Kelly Henry 04:59
Unfortunately, It is a common misconception, if you will, businesses, well, let me just start with this, that the purpose of a business is to get a customer, to keep customers and then to make a profit. So you can keep your doors open or keep your business afloat. So many businesses, like you just mentioned, have such a mindset of getting customer giving customers getting customers, they do very little to keep those customers. But keeping the customers is where exponential growth and profit come from. But so many businesses missed that opportunity. They, I call it being self-focused, already self-focused, and not service focused, or transaction focused, not relationship focused. That’s the difference. When your service and relationship focused. You’re going to keep customers in your business, you’re going to keep customers coming back for more, you’re going to keep customers referring and sending people to your business because they love how they’re being treated in the relationship they have with your bs business. When you’re just a from a consumer standpoint, when you’re just a a number, another transaction another sale. Yeah, you, you do your thing, you buy your product, you get the service, and then you have a wandering eye, you’re like, Okay, well, that was great. But to say get a coupon in the mail or see something on Facebook, or my friend tells me to go somewhere else, I’m out the door. And that is just not a way to from a business standpoint to grow a business. When you have that sales mindset, that transaction mindset.
Frank Felker 06:41
The funny thing is, the customer, they can feel it, they can sense that.
Dr. Kelly Henry 06:46
Exactly. And that’s the key that that is a key component of good customer service versus bad customer service. And those that champion they say we provide great customer service, we you can say that all your goal you want. But do your actions line up with what you’re saying? And like you said, customers feel it. It’s not, you know, oh, yeah, we provide great customer service, they feel it, they feel it every time they are interacting with your business, they feel it with every interaction with every employee. That’s the difference. They there’s a feeling there that they are being valued. And they are important to that business, as opposed to they’re just another number. They’re just another sale. They’re just another transaction.
Frank Felker 07:31
I recently had an experience I was at Trader Joe’s the grocery store. And I know not everyone has a Trader Joe’s nearby. But they have such a unique culture. They’re at Trader Joe’s. And one of the things is, is if you ask one of their cameras, if they call them partners, what they call them there. But if you ask an employee a question, they will drop everything until your problem is solved. And then they’ll go back to what they’re doing. Now, as we were just talking about that requires the creation of a culture that supports that. Do you think that most business owners feel so that type of an approach is too expensive, that they lose money if people don’t stay focused on their task at hand?
Dr. Kelly Henry 08:13
Yeah, that’s part of it. But it’s, you know, that, man, we have this, this and this, and this to do in the business. So you know, if we focus too much on the customer doing what they want, then you know, we’re not going to be able to do X, Y, and Z. But the reality is, if you don’t have a customer, you’re not going to, you’re not going to matter if you do X, Y, and Z, because there will be an X, Y and Z to do so. The customer comes first. But so many businesses start falling away from that business gets in the way, so to speak, isn’t the problem the issue is the the things that have to happen to run a business and then there’s, there’s a million of them, I understand. But you also you also have to understand that if you don’t have a customer, you don’t have a business so your customers the most important person in that business, you need to take care of them and value them above all, all things.
Frank Felker 09:09
I want to ask you now this this may be putting you on the spot because I know people ask me, oh, I read x and y in your book and what did you mean by It’s been a while since I wrote those lines, and I may not remember but you may well recall this one which is you define you have a definition of customer service. And can you share that with us?
Dr. Kelly Henry 09:31
Absolutely. My simple definition is a relentless focus on the customer, the patient on the client each and every time they are interacting with the business. So it’s a laser like focus on the customer and making them feel as important as they can each and every time they are interacting with your business.
Frank Felker 09:53
Now then you also cite some type of a statistic, that 5% bump into terms of how much leverage and increase in customer service experience can have on your profitability.
Dr. Kelly Henry 10:09
Yes, and I love this statistic this came out from Bain and company. And then it was written about in the Harvard Business Review, Harvard Business School. And basically, the study says that if a business will simply increase their retention rate by 5%, a measly 5%. And you do that through better customer service. But if you’ll raise that retention rate by measly 5%, that can extrapolate out to a 25 to 95% increase in profits. That’s how powerful this can be. And that’s, that’s what I’m champion. That’s what I want businesses to understand that this isn’t rocket science. This can be so incredibly beneficial for their their business. if they’ll grasp on to these ideas and these principles and take hold of them and make them a foundation of culture in their business.
Frank Felker 11:07
I want to turn our conversation specifically to customer service representatives or CSRS. But before I do that, would you agree that it’s important that every person in the company no matter what they do see themselves as a customer service representative?
Dr. Kelly Henry 11:25
Absolutely, it’s vital, even if it’s not a forward-facing employee, even those in the background are usually some way, you know, affecting or supporting those that are forward facing or customer facing. And so everybody needs to be on the same page, as you know, any customer service representative and understand that we’re all in the business of taking care of the customers. And businesses need to understand employees need to understand is the customers aren’t coming to do business with, you know, x, x, y, z business, they are doing business with the employees of that business, the employees make the experience for the business. And so that’s that focus has to be there. And that foundation has to be laid to make customer service successful for any business.
Frank Felker 12:21
Well, with you and I both in agreement, and I hope our audience members are as well with the fact that everyone should see themselves as a customer service representative. And that that customer service function is primary and critical to the success of the company. Let’s talk about people whose title is customer service representative. Is it fair to say that businesses don’t invest as much time attention and finances into properly onboarding and training customer service reps as that position should deserve?
Dr. Kelly Henry 13:00
Yes, yes. And yes. I don’t remember this specific statistic. But it’s something like 10 to one, businesses will spend 10 times as much on marketing than they will on customer service. It’s a huge gap, a huge discrepancy. But if they’ll just grab on to this statistics that show that investing in customer service, and it’s not an expense, it’s an investment, investing in customer service, go back to that 5% bump, that retention rate, it goes into referrals, it goes into less complaints, all these things that I described, you know, early on in the show, if they’ll look at as an investment, not an expense. It’s amazing what we’ll do as far as growth and profits in the business. But they get stuck in that marketing for more business, doing blasts or doing very little to keep that business. And that’s usually what it all boils down to.
Frank Felker 14:07
Makes you wonder where that where that perspective started from. I don’t know what it is, but as far as focusing completely on sales, and then once the customer has landed, I guess it’s a business owners prefer the chase to the catch. But let’s now talk then about empowering those customer service reps to make decisions and solve problems and and take initiative to take care of that customer. Is that something I mean, as a customer, I love that when first phone call. The person I’m on the phone with knows what they’re talking about, is in a position to take care of me. It may cost the company a few bucks, but they are able to take care of the problem. And I’d call that empowering them to solve problems make decisions. D is that another area where you get pushback from your clients.
Dr. Kelly Henry 15:01
It is and you hit the nail on the head, it’s, it’s empowering your employees to be able to take care of the customers issues, not to go through the chain of command, you know not to put them on hold, transfer the call, ask the supervisor, and do all these things that typically take a bunch of time, and all they do is frustrate the customer to no end, it’s to empower and give the ability to the customer service rep to take care of the problem wouldn’t call, do it to the satisfaction of the customer. So they will understand that we value them, that business values that customers so they will basically retain them is what it amounts to. But empowerment is the absolute key. And where businesses, you know, get off track as they get in this mindset of our business owners or managers, I get this mindset of looking at employees as liabilities, right to be trusted, you know, have short reins on them, you know, I don’t give them too much leeway, they’ll take advantage of it. And all that does is cause resentment, not only the employees, but then that trickles into the customers as well. resentment of the customers because their problems don’t get solved in a timely manner. It causes frustration, and when you have a frustrated customer, you lose a customer has ordered about to a frustrated customer has a wandering eye, and they’re going to find the business that they’re not frustrated with wandering eye.
Frank Felker 16:31
A customer with a wandering eye. That’s funny. You know, a lot of people who are regular viewers and listeners to Radio Free Enterprise know that I published an online course that’s called How to hire and keep great people. And as I reflect back on it, I don’t think I ever specifically talked about customer service reps as I don’t, I don’t Not really. But at so many of the things that you’re saying, like empowering people to make decisions. And one of the things I talked about also is not to be afraid to hire somebody who’s smarter than you are in a particular area or is better at a given task that you are, and then giving them those reins, as you say, to let them make decisions. What can you even speak to what kind of great benefits can accrue to a business owner who is willing to let hard working high ethically minded people who want to do a good job, let them do their job?
Dr. Kelly Henry 17:31
You know, it’s goes back to the old adage, you know, don’t you know, you don’t want to be the smartest person in the room. And that that goes to the you know, ownership of business, you know, you can hire people that are smarter than you in particular areas. And certain areas, it’s okay to do that. You know, what I found is pride and ego kill customer service. They, you know, from an owner standpoint, well, even from employee standpoint, working back into the customer pride and ego will damage customer service or keep it from being as impactful as it could and really should be. So you have to be careful there. One of the other huge components of creating a culture in a business of great customer service is, you know, whether you hire, you know, the smartest and the brightest, and the best, you know, employees for certain tasks or certain areas, you still have to empower them, like we’ve talked about, but you also still have to value them. Right to make them feel important. You have to make sure they understand that they are a piece of a team. And that team is working together for success. And for certain goals or however you however you define that from a business owner standpoint, so you have to value them, it’s ridiculous to think that if you don’t value your employees, why would you think they would value your customers, so you have to value the employees a happy employee generally equates to happy customers. So having that set up, having that culture setup is a critical piece of providing great customer service.
Frank Felker 19:15
And you know, as you just said that having happy employees makes for happy customers. The reverse is true as well. customers are happy they like doing business with you they keep coming back and referring their friends that makes the people that work there feel like they’re doing a good job and taking care of their customers and I think that’s where you started with all this it’s kind of like a rising tide lifts all boats.
Dr. Kelly Henry 19:39
That absolutely it’s a, you know, it’s a positive reinforcement loop coming back from the customers back into the in the employees and then that empowers them to provide better customer service Hey, you know, people respond, and customers love this. I want to do more of it. I want to I want to be praised more. So you know, it’s just human nature. It’s amazing how this works.
Frank Felker 20:02
One other thing that you and I talked about, in our pre interview meeting had to do with like giving a customer service rep a budget, that you know, within X amount of dollars, you have free rein to make a problem, go away for a client, give us if you could an example of how that might work.
Dr. Kelly Henry 20:22
Well, you know that problems happen in businesses all the time, we know that it’s just human nature, it may be business oriented, it may be customer oriented, but problems happen. And one of the things you can do to power employees customer service reps, is to give them you know, a budget, you know, 20 bucks, $100 $500, depending on the business, and whatever the business is comfortable with, to allow that customer service rep that employee to say, Hey, here’s, here’s an issue, I understand the problem from the customer standpoint, you empathize with him, and we’re going to give you a discount, we’re going to provide this for you, within that, that monetary budget that you set for them. And again, that keeps them from having to go up the chain of command and having to get approval from the manager or from the owner, whatever the case may be. And again, it keeps you keeps the customer from being frustrated, it gives more latitude, more empowerment to those representatives. And again, it keeps that that customer feeling valued. And important in the business when employee you can do that for him. And when you value a customer, that customer has a relationship with you, they want to they’re loyal to you, they’re going to stick with you. Because they feel that valued. They feel like they’re important to that business. And they want to they want to show that, that loyalty to that business for that value that they feel from the business.
Frank Felker 21:54
And just like in personal relationships, when something goes wrong, there’s a real opportunity there to show what you’re made of show your true colors. Show where your heart is. And in the case of something like this, a customer may well be surprised. Oh, you you’ll do that for me? Oh, yes, we do that all the time, or whatever it is. And it’s something that surprises you that sticks in your memory and will cause you to comment on it to your friends and so forth.
Dr. Kelly Henry 22:27
Absolutely. It’s just providing that goodwill.
Frank Felker 22:31
That’s a great word, right?
Dr. Kelly Henry 22:33
We don’t see that very often with most businesses, unfortunately. It’s, you know, sorry, you know, we can’t do anything about that, or, you know, let me let me check with the manager, let me check with the supervisor, and I’ll get back with you are, you know, we hear a lot of nose and businesses these days, no, we can’t do that, sorry. You just have to deal with it, those type of things, to have that breath of fresh air and have a business that says you know what, this is what we’re going to do, here’s how we’re going to do it, we’re going to take care of you. Even better than what you could have imagined, like you said, that just surprises the crud out of a customer and offers a lot of goodwill. And when you have goodwill, you have loyal customers.
Frank Felker 23:18
You know, it reminds me I had the exact opposite experience at a co working facility that I moved to and then moved out of, they had this amazing thing where for some reason, I couldn’t pay my monthly rent to them directly. I had to go through a third-party payment system that charged a service fee. And, you know, it was not a lot, but it was more than what they told me the rent was going to be it made my rent go up. And then I said to the lady there who was the community director was her title, which you would think would be somebody who’s really focused on keeping the members of the community happy. And when I asked her why do they have this third-party deal? She goes, Oh, well, it makes everything a lot easier for us. And what about me, okay, I’m the customer. And she honestly, she couldn’t understand what I was trying to relate to her. So I just let it go. And in fact, eventually left, let me pack when I did leave. Then they charged me the third-party company charged me $150 even though my agreement said I could leave at any time with 30 days’ notice. Anyway, it was just the exact opposite. And it made me wonder what…
Dr. Kelly Henry 24:31
That makes a great point, a huge point. So many businesses get stuck in that mindset of doing what’s convenient for the business and losing sight of being convenient. And doing what’s best for the customer. That again, that just blows my mind when I see that all the time. We’re doing what’s convenient for us. You know, you just have to do That’s
Frank Felker 25:01
exactly a tough one,
Dr. Kelly Henry 25:03
just deal with it, it just makes it easier for us to take care of things. Well, again, it goes back to, you know, if you don’t have a customer, you don’t be convenient for yourself. So let’s Yeah,
Frank Felker 25:14
right track,
Dr. Kelly Henry 25:15
I can start understanding what you know who is most important in a business,
Frank Felker 25:20
I used to say and in jest, but it’s kind of true is that business would be a heck of a lot easier. If it wasn’t for all those pesky customers, they’re always coming in wanting something, can’t they see, I’m busy. In any event, with that in mind, that’s
Dr. Kelly Henry 25:38
a good point. Sorry, to interrupt you, Frank. But, you know, people are pesky people are, you know, they’re difficult at times, you know, and that you need to know that going into a business. But what I teach and preach, and businesses need to understand is having and being proactive in their customer service. But so many businesses are reactive. So when you’re proactive, it doesn’t matter how the customer comes in, if they’re upset, if they’re angry, if they, you know, whatever the case may be, it doesn’t matter what day it is, it doesn’t matter, you know, the weather doesn’t matter who’s in, you know, who’s in office, anything, nothing matters, All that matters is having a relentless focus on the customer and taking care of each and every one of them. That’s proactive, reactive is just the opposite. And this is where so many the vast majority of businesses sit in, they are reactive, you know, if I feel happy enough, then I you know, I’ll go ahead and provide great customer services, the customer comes in happy that I can, you know, I’ll provide better service, if it’s, if it’s Monday morning, I don’t want to be there, my service is going to be not so stellar. If it’s Friday, you know, I’ll be in a better mood, or if it’s payday, I’ll be in a better mood. And I’ll just be reactive to whatever circumstances is whether or not I provide great customer service. And when you don’t have consistency, in providing great customer service, you have nothing, you do not provide great customer service. So that’s a key component, you got to be proactive in your customer service and not reactive.
Frank Felker 27:08
That’s great, really good stuff, Kelly. Now, if someone’s watching or listening, and they’re thinking, wow, I really liked what Kelly’s talking about. And I think we need some help in the customer service arena. How do they How do you work with clients? What exactly happens? let’s say somebody reaches out to you, and we’ll talk about how they can do that later. Then what happens?
Dr. Kelly Henry 27:32
generally set up a call, I call the business analysis call, and we’ll just talk about their business. I’ll have some very specific questions about what’s going on in their customer service. How, how focused on are, are they? How deliberate are they? Are they more sales minded than service minded those type of things to get a really good understanding where their pain points, so to speak, and, and really try to gather all that information? And then if it feels like it’s a, you know, something that’s right along my alley of help them out in the customer service department, then we can move forward. And I have several different programs that we can, we can work through. But first, we want to get a real good idea of what that business is going through as far as their service. If this is something that’s, you know, a pain issue for them, and keeping them from growing in profit, and if it is, then we get down to business and start to start helping them. Like, like you mentioned, at the beginning, you know, that book is not about customer services is about success. And that’s really how I approach what I’m doing with customer with my clients. It’s not about helping them with customer service, it’s helping them be a better and more successful business. That’s the that’s the end goal that we want to achieve.
Frank Felker 28:50
So then, I guess now with the pandemic and everything, there’s not much point and asking you whether or not you would then go to on site with them. I take it you work remotely. And do you only work with the owner of the company? Or do you work with the frontline people? What How could somebody envision what working with you and getting your help would be like?
Dr. Kelly Henry 29:15
Start off with the owner. upper management, the top like we mentioned earlier on, it’s got to come from the top down as far as laying the foundation of a culture of providing great customer service. So I want to start at the top I will not work with a business that just wants me to go in and train the staff. If the owner the upper management, management is not 100% on board with making this a cultural shift. Once we do that, then yes, I will go in and help train the staff and help them understand the concepts and the actions. And basically there’s just three steps that we work through. We’re going to get the philosophy and foundation correct. Then we’re going to be able to set the culture, so you Want to get the foundation, set the culture, and then we start putting the actions in play that are really going to provide, really the perception of great customer service. And that’s what we’re trying to do, we’re trying to create a perception for the customer that this business has stellar customer service. So it’s just driving a different perception. But again, just those three steps are the keys to setting this all up. And, you know, you mentioned earlier on where businesses say, you know, they balk at it, and they, you know, this is too much money, it’s too expensive. And I try to reinforce the idea that this really isn’t that difficult. It’s not that expensive. Because the back end of it, or moving forward with it is incredibly, incredibly powerful and beneficial to the business. It’s not, you know, people, business owners don’t see it as the new shiny object,
Dr. Kelly Henry 31:04
The new marketing scheme, or the new sales technique, or you know, different items that are the new shiny object, or the new technology that’s coming out. Customer Service, and great customer service has been around a very long time. It’s not new, but it’s as powerful today, maybe even more powerful today than it was 1015 2050 years ago. So grab it back onto this idea and understand it and put into place properly, again, just has phenomenal benefits, the business owner will will understand that and want to move forward with it.
Frank Felker 31:37
So am I to understand that you work with them for a period of time. But once this is all put in place, it’s like a flywheel. They just got to keep it spinning, and it will continue to throw up benefits for years to come.
Dr. Kelly Henry 31:52
Absolutely, absolutely. And I work with on a retainer on a call the maintenance program with them, once we get everything in the place to go back in, and make sure we are still hitting all the items we should be hitting. And I know this from experience back when I was in my chiropractic life. You know, I worked with coaches and consultants, you know, and I would put certain things into place my business would take off. And then I would go to a seminar six months down the road. And and they would say, Well, you know, are you still doing this? This this, this, this and this? And, you know, it always boggled my mind that, what good grief I you know, why did I quit doing this? How did that slip to the cracks? And that’s easy to do. Because business gets in the way. And, and things happen, you know, business is constantly revolving and, and there are circumstances that you have to deal with. But it’s also good to have somebody come back in and say, hey, are we doing this, this, this, this and this, let’s get this shirt back up. You saw the progress you made you saw the benefits? You know what, what gotcha got you to this point, we’ll keep you at that point and help you even go further. So let’s make sure we’re still on topic and still on point with everything that you should be doing.
Frank Felker 33:08
That’s great. That makes perfect sense. Well, before we sign off here, we’re just about out of time, I wanted to always ask my guests before we go, if there’s a question that I have not asked you, or something that’s come to mind during our conversation that you’d like to share before we sign off.
Dr. Kelly Henry 33:29
here’s the here’s the most common misconception that business owners have of providing great customer service. And they think they already do provide great customer service. When I talk to groups and do talks and speeches, you know, and I’ll ask how you know how many of you provide great customer service inevitably, everybody, you know, nearly everybody raises their hands. But statistics show a very, very different picture. And really only about 20% of businesses in the United States really provide above average to stellar customer service, the vast majority of businesses are, at average, to just terrible customer service. And most businesses do have pieces of good customer service. So they do a little bit of this and a little bit of this. But those pieces don’t add up to great customer service. And even if they do this piece in that piece, they’re probably not doing them consistently. So when you’re not doing them consistently, you don’t have a great customer service. So it’s my job. Sometimes it’s just helping business owners take the blinders off, see the holes that they actually have in their customer service protocols and systems so they can understand that where these holes are, you’re losing customers and when you’re losing customers. Obviously, you’re losing profits and revenue. So let’s fill these holes. Let’s get things on track. And let’s help your business be more successful.
Frank Felker 35:06
Dr. Kelly Henry, thank you so much for joining me today.
Dr. Kelly Henry 35:11
Frank, I really appreciate it. So thank you so much for having me. This has been a lot of fun.
Frank Felker 35:15
Thanks again to Dr. Henry. And thank you for joining us. Until next time, I’m Frank Felker saying I’ll see you on the radio.
Dude Walker 35:24
Forgiving your entrepreneurial sins with a gentle wave of his microphone, here’s Frank Felker.
