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- [00:00]
Jeff Ram
Your greatest marketing tomorrow is the service that you deliver today.
- [00:04]
Lacy Peace
Customer experience moments are the best marketing material.
- [00:07]
Jeff Ram
Look at what just happened to the appearance of your business, the gap in your service you don't realize exists. I don't know how many of these organizations and businesses are actually sitting down around the table with customers.
- [00:20]
Lacy Peace
That's what I think I've been most intrigued by in the last couple conversations I've had is how people are using these AI tools to augment the employees so that way they can actually focus more on that human experience.
- [00:32]
Jeff Ram
Efficiency, taking out those mundane, everyday. Lots of people can do the same type of thing. If you were to recognize ChatGPT for their great ideas, what does that do to your team when profits go before people? That's when I start to worry.
- [00:47]
Lacy Peace
We have these great customer experiences that we can highlight and share. It actually makes the job of the marketing team, the job, the sales team, so much easier.
- [00:54]
Jeff Ram
This is what I do in my interactive workshops and masterclasses. Now maybe we've got a list of 20 ideas. Five of those might be illegal.
- [01:02]
Lacy Peace
I was going to say some of these would be pretty outrageous.
- [01:05]
Jeff Ram
One question's changed everything in that person's mind who thought she was delivering a high level of service.
- [01:10]
Lacy Peace
Jeff, I'm bought in. I'm interested. I'm intrigued. I want to apply this to my business. What do I do?
- [01:19]
Rose Shocker
Lacy, did you hear anything about this viral Marriott Hotels customer experience with this, like, teenage girl leaving her lambie, her childhood stuffed animal at a Marriott hotel?
- [01:31]
Lacy Peace
Okay, wait, I've heard someone mention this on the show. Or is this new? Is this recent?
- [01:36]
Rose Shocker
This happened? This is like, maybe within a couple weeks.
- [01:39]
Lacy Peace
Okay. Someone definitely mentioned it, but I did not look into it. So I don't know the details. I don't know the conclusion of the story. So tell me, Rose, what happened?
- [01:46]
Rose Shocker
Okay. And honestly, I haven't been on social media enough lately, so shout out Bree Reynolds. She's a senior consumer comms manager at Yahoo. I saw her post about this, so six days ago, and I immediately saved it. And I was like, I have to talk to Lacy about this because this is so cute. And shout out Marriott. So this girl Ava, basically, she's maybe like in her 20s. She made a TikTok and she's got 4,000 followers. So she's not a huge influencer. Yeah, she made a TikTok and she posted it saying that she was really sad. She traveled to a Marriott hotel in Hawaii and she left her cherished, like, childhood stuffed animal, her lambie there and lo and behold, just maybe a week or two later, she receives Lambie in the mail. But not only does she receive her stuffed animal from Marriott, they sent Lamby with a custom Marriott robe. Like Lamby was wearing a robe.
- [02:44]
Lacy Peace
Like the right size for him. Oh my gosh.
- [02:46]
Rose Shocker
And was the right size. And we'll put an image on screen of what Lammy came, how Lammy came home and all of his new attire.
- [02:53]
Lacy Peace
Oh my gosh.
- [02:54]
Rose Shocker
They also sent him with a custom Marriott team member shirt. So he. There was a little like uniform. Marriott uniform that fit Lamby.
- [03:02]
Lacy Peace
Yeah.
- [03:03]
Rose Shocker
As well as. Yeah. And the cut. Well, honestly the best part, in my opinion, maybe this isn't. This is me not being sentimental enough. She also got a three night voucher to any Marriott hotel. So they gave her like a free three night stay anywhere she wants to stay.
- [03:19]
Lacy Peace
Wow. Okay. I should start leaving stuff in hotels. Is that what I'm hearing?
- [03:22]
Rose Shocker
I think so. Let's go digging through our attic and try to find your childhood stuff.
- [03:26]
Lacy Peace
Oh my gosh.
- [03:26]
Rose Shocker
It was just a really sweet, like she didn't have to post about any of it and she ended up posting about it and it's obviously gone viral. But I just, I thought that complimented our interview and the theme of our interview today, so.
- [03:37]
Lacy Peace
Well, I agree 100%. I think it's a great lead into who we talked to today. Okay, but like pause there. The amount of coordination that the social media manager of the TikTok account for Marriott had to reach out to God knows who to like contact that hotel, the managing staff there, probably the cleaning service there. And then like whoever's in charge of their, like they must probably have a, you know, lost and found area somewhere in the hotel. Like that alone was a whole thing just to get in contact with finding it, let alone sending it back to her with all these cool gifts. Like that's amazing.
- [04:12]
Rose Shocker
That's so true. And I didn't think about that. I didn't even think about the size of Marriott and the amount of teams and coordination that probably required to make that happen. And something Bree says in her LinkedIn post, which I love, she starts it saying, Marriott Hotel's social team spent $80 for 330,000 impressions. Like it was. It's not like they spent thousands on this person to try to wow them. It was such a simple gesture that meant so much.
- [04:38]
Lacy Peace
Another reason why I want Marriott to come on the show. Subtle plug for anyone that can make an intro.
- [04:43]
Rose Shocker
Yeah. Marriott shout out. Marriott. Yeah.
- [04:46]
Lacy Peace
Come on, let's talk. Well, okay.
- [04:48]
Rose Shocker
Lacy, should we introduce ourselves to anybody that maybe is new to the podcast?
- [04:52]
Lacy Peace
Oh, yeah. Like, hello, my name is Lacy Peace. I'm the host of Experts of Experience and Rose. You are?
- [05:00]
Rose Shocker
I am Rose Shocker. I am a producer. I produce Experts of Experience, and I get to sit on on these really, really cool interviews.
- [05:06]
Lacy Peace
She makes everything happen, ladies and gentlemen. Without her, there is no show.
- [05:11]
Rose Shocker
I'm trying not to argue with you about that, but I appreciate it.
- [05:14]
Lacy Peace
Well, welcome back, everyone. Today we've got an amazing guest that we've teased a little bit. His name is Jeff Ram. He's been des by Forbes as a game changer, which is very impressive. He's a creator, an author. He's written two books called Celebrity Service and Celebrity Service Superstars. He's talked to audiences all over the world, and we've got to sit down with him one on one to hear what Celebrity Service is all about, how to implement it in your company, and ultimately, just like, endless stories from him on what this actually looks like in practice.
- [05:44]
Rose Shocker
Yeah, it's a super practical episode. He gives the five steps basically, to attain this celebrity service framework. Everything he lays out, I think is very applicable, no matter what industry you're in or what size your company is. It's an exercise you can do with your team today.
- [05:58]
Lacy Peace
But before we get over to Jeff, I've got one thing to ask of all of you. Please hit that subscribe button. It lets us know that we're doing great work here and helps us get these amazing guests that we get to speak to every single week.
- [06:09]
Rose Shocker
Yeah. And go hit up Lacie's LinkedIn page. Hit up the Experts of Experience page. Hit us up on LinkedIn. Tell us what questions you want us to ask. It's such a privilege to be able to sit down with these executives, so we want to make sure we're asking the right questions. So if there's something that you want to know about, let us know.
- [06:25]
Lacy Peace
Absolutely. Okay. We've teased you enough. Without further ado, here's Jeff Ramm, author of Celebrity Service and Celebrity Service Superstars. Jeff, there's one thing that I know about you and I think the world might know about you, and that's that you love Star Wars. And I can see in your background you've got a bunch of photos of Star wars characters. And I know there's a bunch of stories there with each of those photos, but I wanted to ask you out the gate, what's your favorite Star wars character?
- [06:52]
Jeff Ram
Oh, I didn't expect that.
- [06:54]
Lacy Peace
Yeah, I didn't expect that the hard questions start now.
- [07:01]
Jeff Ram
Possibly Leia, possibly Princess Leia.
- [07:04]
Lacy Peace
That's a common answer. I think that's a good one.
- [07:07]
Jeff Ram
Everything, Everything about that character. Feisty, gutsy. Yeah, sort of. Yeah. There's a lot, A lot to unpack there. Look, there's lots of characters that I like, but that Boba Vette won. But yeah, I think Leah. I would just go with Leah. I think she's so magnetic on that screen. She's. She's quite.
- [07:29]
Lacy Peace
For sure. Yep. Yeah. Fantastic acting, but also just the character development, the writing. I'm obsessed with Joseph Campbell and I know that he had like a huge influence on George Lucas with that scene, storyline. So, like, all around, I think Star wars is very interesting and amazing and like the cultural phenomena that it developed afterwards. Very interesting as well. But thank you for answering that very difficult question. Well, I want. Yeah. So I'm curious and I'm sure you're. We just had a great conversation about, like, a client that, you know, picked you up at the airport, or didn't pick you up at the airport, but sent a taxi driver who picked you up at the airport in a costume. Tell me a little bit more about that.
- [08:07]
Jeff Ram
So it was actually, it was this time last week, so exactly a week ago, I got the 6pm flight from Newcastle. I live in the northeast of England and it's only about an hour's flight to Southampton, right on the south coast. And my client, P and O cruises, big, big sort of global brand. I've worked. I'm friends with the customer service director there, and he brought me in because I've worked with them previously in other hospitality roles. And he brought me in for the team. He said, we've got a conference, so we'll pick you come to come down the night before. Would you like picked up at the airport? I said, oh, that'll be great. So they booked a taxi, but they've obviously called the taxi firm and said, these are some of Jeff's likes, the text, the taxi driver, a guy called Stefan. So I walk out, I've got my case. I walk out of, you know, into the sort of foyer. It's only a small airport. And there is Stefan in full Jedi robes. And you've got. You've got. You've got all the passengers walking out going, what's going on here? And I'm thinking, I think this is for me. And it was brilliant. We had a great conversation. We had a good laugh. It was wonderful. But this is a taxi firm that said, what can we do. So you've got the client thinking, how do we make a great experience with Jeff? I mean, they're my client, but they want to treat me like.
- [09:31]
Lacy Peace
I love that so much. Oh, my gosh.
- [09:34]
Jeff Ram
And these are moments in which I will talk about. I will photograph. Oh, there's thousands of photographs on here. I will write about. Just earlier today, I put a piece on this on LinkedIn on Facebook. So now the whole world is exposed to this taxi firm and P and O cruises for something that they did. And this is the wonderful world that we live in nowadays. You receive a great piece of service. It used to be, you tell three people, it's 300,000 people in seconds. So I love, personally, as a speaker, as an author, I love to put people on a pedestal and say, this is how it should be done. And often it can cost nothing but mean the world to the person receiving it. So it's just that little bit of thought, that little idea, and it just adds to that experience. You know, a taxi arriving on time, being courteous, clean, that's good service. But we can elevate it to what I call a celebrity service, which we'll talk about in due course.
- [10:43]
Lacy Peace
Of course. Of course. And for anyone who's not following you on LinkedIn, I highly encourage you go add Jeff on LinkedIn and follow him, because his. His feed is basically just like stories on stories on stories of great examples of great customer service. So if you're looking for more ways to, like, be creative or new ideas, his feed is just full of them. Definitely go check it out. But speaking of celebrity service, which I'm glad you brought it up, there was one thing that you've shared before that quote unquote, five star service is outdated. Tell me more about that and why you feel that way.
- [11:19]
Jeff Ram
I'm just picturing your viewers and listeners going, what? What five? We're striving for five stars.
- [11:24]
Lacy Peace
Well, no, no, literally our. So we're working on a new podcast cover for this show. And literally our podcast cover has the five stars on it. So I'm like, oh, no, do we need to burn that?
- [11:34]
Jeff Ram
Do you know what, Lacy? This is the issue I have, right? Five star. A five star hotel is based on facilities and not experience. It's based on what that hotel has. Now. You would expect a five star service, you know, people being very attentive, kind of the things that they would do, and hopefully that's the case. But I've always had this thing about five star. It's just a number, and numbers are Infinite. And if somebody was to set up a five star business next to me, my business would be called six star because of that six star of experience and service. And that's never mentioned when people. It's five. Oh, it's five stars. Like, no, no. Numbers are infinite. Now that's the one thing I say should be outlawed. There are another two. And I'll give you these. Okay, are you ready for this? And for the last four decades, maybe it's five, but let's just go. For last four decades, there's been nothing new in the world of customer service. Every speaker, trainer, book, manual will tell you the same. Mainly two things. Yes, we've got five star, but two things. And the first is this. They will tell you in order for you to be number one in your field, number one in your sector for service and experience, the number one thing is you've got to go the extra mile.
- [12:54]
Lacy Peace
Mile.
- [12:55]
Jeff Ram
Go the extra. Now that sounds good, I understand it, but that's the first one, the second one. And see if you know this one. You must always exceed expectations. Now let's go to your viewers and listeners on this pod right now. So right now, if they were to go to their team tomorrow, gather them up and say, just heard this guy from the UK has been speaking about service and he's got some great ideas. And they say, oh, what has he told you? And he said, well, come in, close the door, come here, come here. From today, we're gonna go the extra mile and your team are going to look at you and go, right, we've heard this before and how are we going to do that? And you're going to say, well, oh, Jeff said we're going to exceed. Lacy, there's been nothing new in the world of service. All of your competitors right now are talking in a, in a, in a, in a, in a, in a boardroom, in a conference venue. We're talking about going the extra mile, exceed expectations. There's, you know, let's create a five star. There's nothing new in the world of customer service. But I think I found something. The thing that I've been speaking about and sharing, you know, for 23 years now, around the world into. And it's about inspiring the team. That's the key to this. We all know what great service looks like, or we should and greater service looks like. But how do you inspire your team to go way beyond that extra mile? And this is where celebrity Service was born 23 years ago now.
- [14:37]
Lacy Peace
Okay, take me back to that a little bit more so 23 years ago.
- [14:40]
Jeff Ram
Yes.
- [14:41]
Lacy Peace
If I was talking to you, then what was top of mind for you? That kind of like birds, this idea of celebrity service.
- [14:47]
Jeff Ram
Okay, here is how the birth of celebrity service happened. Now, I didn't sit in a darkened room to think, oh, I need to think of something different in the marketplace. It actually happened live on stage. It happened in an audience. So I walked in. There was 300 people in the audience. Entrepreneurs meet small medium enterprises. And I walked on stage and I changed my opening line, which I don't do. It's a big risk to take, but, you know, and I changed it.
- [15:20]
Lacy Peace
That's huge. That's, like, really outrageous to do on the spot. Wow.
- [15:25]
Jeff Ram
So I walked on. I thought, oh, I'll just change it up a bit. So I walked on and I said, do you treat everybody the same. And everybody looked at me and I said, do you treat everybody with the same high level of service no matter what day of the week, no matter who they are, no matter how you're feeling? Does everybody receive the same amount of service levels from you? And around half of the room nodded, yeah, yeah. Apart from one woman. And she was sat right at the front. She was an entrepreneur. She was sat right at the front and she shouted out. And I was like. And she went, absolutely, Jeff. And she shouted out. And the whole audience were like, oh, my God. She shouted out. And you never get people shouting out. And she went, absolutely, Jeff. And Lacy. I was like. I was like, oh, what do I do here? And I turned to her and I said, okay. And I opened up this can of worms, because I knew as soon as I got into a conversation, my whole track and thread had gone, everything is off.
- [16:29]
Lacy Peace
Yeah.
- [16:29]
Jeff Ram
And I just thought, just go for it. And I said, okay, right, brilliant. You got a great service. Yeah, yeah, yeah. And I said, okay, tell me, tell the audience. What is it you do? What sort of business have you got? She said, I've got a boutique store here in the town. And this was in the northwest of England, in Cumbria. And I said, okay. And I said, so what is it you do? She said, well, we design and hand make children's toys, homeware and kitchenware out of wood, metal and stone. She said, the products are rather exclusive, quite expensive. And I said, oh, wonderful, brilliant. I said, come on, then, give me examples of this wonderful service that you provide, because obviously you're very passionate. And of course, all the audiences are like, oh, my God, where's this going? And she said, it's not all about sales. If we get the service right, the sales will follow. I said, give me some examples. She said, well, we've got two big red leather couches, settees at the front. We take away some of the sales area. People can come in, have a look at the products, sit down and relax. And I was fantastic. Anything else? She says, yeah, we serve tea and coffee in a retail environment.
- [17:37]
Lacy Peace
How that.
- [17:39]
Jeff Ram
In the retail that doesn't happen. I said, oh, how much is very unique. Yeah, absolutely. I said, how much is the tea or coffee? And she said, it's free. And we had 299 people pick up the pens and free tea and coffee, right? Yeah, it was. It was a, you know, game changer. And out of nowhere, and I mean nowhere, this question popped into my head, which has never left in 23 years. And I turned to. And I said, but what happens if a celebrity were to come into your business tomorrow? And she said, like who? I said, I don't know. I said, I said, who do you fancy? And she went, oh, George and Brad.
- [18:31]
Lacy Peace
Okay.
- [18:32]
Jeff Ram
And I said, okay, picture the scene. I said, george Clooney's making a movie here in the Lake District. And I said, he flies home in a couple of days time, but he's heard all about your wonderful products and the service that you provide. So he picks up the phone this afternoon. He says, hi, it's George Clooney. I'm a sexy Hollywood God. I've heard all about your wonderful store and your wonderful products. I'm flying home tomorrow. I would love to come to your store and buy from you, but I've got two problems. The first is the paparazzi. They've been following me around for six months. I'm tired. And the second problem is a nice problem, but fans, you know, they're coming over, they want autographs and photographs. And he said, I'm tired. So what I'd like to do is come to your store, but would you close it just for me while I have a look around and the whole audience is still involved in this conversation? And I said, would you close the store for George? She went, yes, I would. I said, well, I'm speaking here today. I've got another event tomorrow. If I come to your store tomorrow, would you close it for me? And she shook her head ever so slightly. And I kid you not, the entire 299 people turned that day in the room because they all went. And she said. I said, what's the matter? She said, I would treat people differently.
- [20:04]
Lacy Peace
Yep.
- [20:04]
Jeff Ram
I said, of course you would. Of Course you would. And I said everybody would. I said, you would. I would. Everybody here. If. If somebody like that was to come into your business, what would you say? What would you do? How would you react? How would you. What would be the difference in service levels? If somebody asks if somebody like George Clooney, Angelina Jol, Tom Cruise would ask for a proposal from you, how long does it take? What words do you choose on the email? When you respond to them? If you respond to them, you might even hand deliver it. What would be the difference in service that you give them compared to a normal customer? And I turned to her and I said, and this is the final question of the day. I said, what else would you do for George tomorrow? And she started. People started to laugh. And I said, please keep it clean. She said, and she came up. She came up with six ideas in 30 seconds. She said them so quickly, I can't remember two of them, but I do remember four. First thing she said, oh, I'll get my hair done. I said, okay. She said, I'd wear my best dress. I said, right now, look what just happened. Somebody like that was to come to your business. Your appearance changes. You go from there to there. She said, we have a beautiful oak floor in the studio. It's needed varnishing for the last six months. I would varnish it tonight. Look at what just happened to the appearance of your business. And the last thing she said that I remember that day, she said, I'll get rid of the tea and coffee. And everybody was like, no, you can't get rid of the tea and coffee. It's a great idea. She said, no, no, no. I would bring in the proper coffee. She was serving good coffee. But she found a way to improve that. She found a way to improve her business. She found a way to improve herself. And when I talk about this, that's a story I never tell on stage anymore. I used to do it a lot, but it's very rare that I do it. But I thought, this is good for this pod. Later that day, I got in the car and I'm driving back home after this conference, and it really hit me. I got into a conversation with a stranger in the room. I asked her, if a celebrity would walk in, what would. What would be the difference? And she came up with six ideas in 30 seconds. And by the time I got back home, I thought, that one question has changed everything in that person's mind who thought she was delivering a high level of service. And that was the birth of celebrity service. Right now, and this is the question I ask. It's a different question I asked now, but it's a question that I ask and ask. Ask everybody on the pod. On the scale of 1 to 10, if 1 is abysmal, terrible, awful, but 10 is incredible, stunning, amazing. What number would you give yourself? And be honest right now, for the loves of service and experience you're giving your colleagues, your clients, your passengers, your members, your guests, what number would it be? And Lacy, I've spoken in 54 countries, 54 different countries now. All brands, all sizes, from entrepreneurs, blue chip retail, hospitality, you name it, every sector. The global audience research rate for me is the vast majority of the world will say 7 and 8. And what they're saying is, Jeff, we're pretty good, but there's always room where.
- [23:32]
Lacy Peace
We'Re getting a passing grade. Yes, but that's it.
- [23:34]
Jeff Ram
It's good if you're eight out of ten. Hey, thumbs up. Life is too short. If you're a seven, you're saying to me, jeff, we're pretty good, but there's always room for improvement. Where are you going to get that improvement from? It's not going the extra mile. It's not creating five star. It is certainly not exceeding expectations in order to inspire your team, your staff, your colleagues, they want something new, something fresh, something different. So therefore, if a celebrity would become your next colleague, your next client, what would you say? What would you do? How would you react? What would be the difference? And I talked about this 7 and 8 being that level. But if Angelina, if Tom Hardy were to walk in, that's your service level there, and it's called the gap. The gap in your service you don't realize exists. So celebrity was born. That is the philosophy, that is the question. But it's also a nine stage program that I have. So all of my keynote stories, all of my ideas, all my techniques, they fill that gap. And there's nine stages.
- [24:39]
Lacy Peace
So you're outlining the nine stages and you're saying they correlate to the word celebrity, Right? Is that what we're diving into right here?
- [24:45]
Jeff Ram
Yes.
- [24:46]
Lacy Peace
Okay, let's go.
- [24:47]
Jeff Ram
I'll go. Because this, this is a five hour podcast, Ladies and gentlemen, here we go. So consistency, excitement, love, engagement, bravado, response, independence. Thank you. And you and your team. So these nine components can completely redesign and redefine your levels of service experience. And that is it in a nutshell. That is celebrity service. And what I do at conferences and events, when I work with teams, I have over 600 stories now, stories, ideas, you know, Stefan the Taxi driver will be the next one that I'll add to the list.
- [25:26]
Lacy Peace
I love it. Yeah.
- [25:27]
Jeff Ram
Being on stage and traveling like I do is a wonderful experience in itself. But the weeks and months and years later when I start hearing that organizations, teams have got a greater net promoter score, have just gone and won an award because of celebrity service, I always think back to that conversation that I had by accident 23 years ago. So it's. It's pretty cool. Pretty cool.
- [25:54]
Lacy Peace
Yeah. I love how it's coming full circle for you. There's so many moments in our lives that are pivotal moments that we had this grand realization that's going to change the scope of everything, like, for the next 23 years. This is what you're working on, this is what you're offering, this is what you're teaching. And it all came from this one question moment, this one person's spontaneity and. And you being playful and spontaneous back with her, you know, on stage.
- [26:17]
Jeff Ram
Yes.
- [26:17]
Lacy Peace
Like, could you imagine if you had shushed your brain and said, no, go back into your keynote speech? Like, where would we be? We wouldn't be having this conversation. Probably.
- [26:26]
Jeff Ram
It's. It's really funny, isn't it? I. Everything we've. I do. I'm not spiritual, I'm not religious, but I have this. It's everything that we've done, every decision that we've made and along the way has brought us to this podcast. You know, it's brought us sat, where we are having a tooth out and meeting, you know, a Jedi taxi driver.
- [26:47]
Lacy Peace
Jedi masters in the. Yeah. In the airport.
- [26:50]
Jeff Ram
Yeah. And everything is. I just find that fascinating. And the routes and the path that we take, and there's so many, you know, if I didn't ask that question, if I didn't go through that door, if I didn't. If I didn't answer that call, you know, your life could be completely different. I find that really fascinating.
- [27:11]
Lacy Peace
Yeah. Yeah. I love that. Well, I want to get a little bit more into, like, the logistics and the application of celebrity service because you've outlined what it is, the origin story of it, you know, kind of that you've teased a little bit at the impact it can have in organizations. But, like, if I'm, if I'm listening here and I'm like, jeff, I'm bought in. I'm interested, I'm intrigued. I want to apply this to my business. What do I do?
- [27:34]
Jeff Ram
I have a five word strategy. I have a five word strategy for everybody. Very, very simple. You don't need a, you know, chapter and verse, big encyclopedia, five word strategy to deliver and maintain the momentum of a greater service experience. I was asked, I've been asked this a few times this year, but I was asked on a panel just a couple of weeks ago. The host came to me, I didn't know the question was coming now, I never do, and said, you're great. I got an idea where the questions are going to go, but I hadn't a clue. On this night I said, jeff, ask. And again, there was a few hundred people in the audience. What's the number one mistake that businesses make when it comes to customer service experience? And what's the number one thing? I was, oh, my word, where do we go? And of course, we could go off any direction. And I said, I've got one word for you and that word is time. And the audience kind of looked and said, what do you mean time? I said, it's the biggest mistake businesses make. You know how important a great customer experience service is to your customers, to your clients. And yet how much time do you dedicate to your team? And the audience went, what do you mean? I said, well, when was your last leadership meeting? Oh, Thursday. When's your next sales meeting? Oh, it's always Tuesday, 9 o' clock. When's your next customer service meeting? And Lacey, it was like tumbleweed going across the audience.
- [29:05]
Lacy Peace
Never.
- [29:08]
Jeff Ram
We put it on any other business, Jeff, you know, at the end of the agenda. At the end of. Yeah, I know you do. That's how much you know it's important. But you don't dedicate time. So first thing for everybody on the pod and the first word of the five word strategy, you've got to donate and dedicate some time. And that could. Oh, how long? How long, Jeff? Look, 10 minutes a week is more than what you're doing right now. So you dedicate 10 minutes a week, 50 minutes a month. I don't care what it is, but dedicate time and do not deviate from that weekly or fortnightly slot. Get your team together, dedicate time. And this is when we start. The second word in the strategy is space. We need to create a space. Now, this isn't just a case of, oh, well, we'll book a room out and we've done that. What's the next, what's the third one, Jeff? No, space is create. And you've seen I've got sort of inspirational stuff on my wall, the Star wars stuff and all the rest.
- [30:05]
Lacy Peace
Absolutely.
- [30:06]
Jeff Ram
But I'VE also got another wall over there which is full of ideas. Okay. It's on a big whiteboard. And also my ideas are captured on my phone and so on my PC and on my laptop. You've got to create an inspirational visual reminder of what great service experience looks like. So you might have been in a restaurant last night, you went, oh, that person did this. It was really good. They wrote this on the. How fantastic is that? They did this. They did that. Brilliant. Do you bring that into your business and discuss that with your team? Because we want to see ideas. We. One of the biggest mistakes we have is we come across great service and we don't document it. So the next time you receive a great experience, whether through an email, virtual, through your phone, face to face, at an exhibition, log it, capture it, take a photograph of it, write it down, stick it on the wall, create a celebrity service wall of what great, amazing looks like. Encourage your team to do the same. Oh, I saw this. I've just received this. How fantastic is that? Put it on the wall as a visual reminder because if we don't see it, we can't think about it.
- [31:21]
Lacy Peace
And I want to add to that, too. What I find really interesting about that is you can get inspiration from other industries. I think a lot of times we're just looking at what's my competitor doing. But if you can take something from this hotel, this, I don't know, this restaurant, my dental experience, like, if there's little things here and there that are coming together, you can weave a way more interesting experience for your customers than you would have if you just looked at what the competitor was doing.
- [31:46]
Jeff Ram
Absolutely. If you. Even if you think of your. Think of your website, think of your website. I never look at another speaker's website for ideas. Why? Because if I take some of their ideas, it's just a regurgitated somebody else's brand. But I will look at car manufacturers, I'll look at alcoholic drinks. I will look at different things, I think, and get inspiration from that, from that direction. So you know. Absolutely right. So time, space, a visual reminder. The third one is ideas. And this is a big one. I normally do this live in a room, but I don't mind sharing this with you now on the pod for everybody listening. Okay, so imagine. Oh, Jeff, I've got some time, got some space. We're going to get the team and see your team's 10 people, 100 people, doesn't matter how many it is. Get your. And even if you're a solopreneur, get your family, get your friends, get them together, but get yourself a team together. How do you generate fresh, creative, innovative ideas? You create a competition. So let's say for argument's sake, you've got 50 members of staff. I'm not great at maths, so 50 is good for me. 50, okay? You get them into teams of 10. So you've got five tables in a room in your warehouse, in your office. And this is what I do in my interactive workshops and master classes. I say to everybody on the table, you are now a team. Okay, you know, but you're now in competition with the other tables. And we want to find the most creative, innovative out of this world. Ideas in creating a service experience that will have you talked about for decades to come. So I'm going to. So what I do is I give everybody in the room the same challenge at the same time. Okay? So I say, how would you create a great experience based on what I've just said? Now, this could be from a hotel, it could be from Uber, it could be from a restaurant. Ideally, it's about you and your business, whatever that. But you take one touch point, not how do we create an overall experience? Too long, too long. When a client emails us, what should our response look like? See, for an example, right? You're all going to work together. The most creative answers will win a prize. Candy, chocolates, liquor, a day off, pizzas. I don't care what it is, but there's gotta be some sort of prize. This is called the 120 Challenge. And when I ask audiences, do you know what the 120 stands for? It's seconds. You only have two minutes to come up with an incredible idea. Now, half of the room, lazy at this stage, go, oh, two minutes. We haven't got time to do this. The other half have already picked up a pen and they've already started.
- [34:45]
Lacy Peace
Yep.
- [34:46]
Jeff Ram
Imagine the room, five tables of 10. Your team, your organization. When a client emails us, how do we respond? What could that look like compared to what we're doing now? I want you to go wild. I want you to go crazy. I want you to think incredible ideas that the world will talk about. Your two minutes have just started. Go. And you can imagine the room all lifts. Everybody's like, whoa, we can do this. We can do this. 5, 4, 3, 2, 1. Pens down. Who wants to go first chance of winning a prize. So we go around the tables. I've done this for 20 years now for the likes of Emirates, McDonald's, IHG hotels, just some Incredible brands all over the world and they've adopted. Warner Brothers is another one. And they have adopted this technique to create fresh, innovative ideas in service delivery. Something I'm extremely proud of. So we go around the room, they give us all these ideas. Now maybe we've got a list of 20 ideas. Five of those might be illegal. Don't.
- [35:55]
Lacy Peace
I'm going to say some of these would be pretty outrageous.
- [35:58]
Jeff Ram
Yeah, don't do them. Okay, don't do them. Jeff said don't do them. I'm insured, but not that much. Yeah, there might, there might be three or four ideas that will cost a lot of money and you think, oh, maybe it's next year, maybe we'll do that next year. There may be four or five ideas that you think, oh, that's okay. Hardly a game changer, but it's okay. But I can guarantee you this, there will be three or four ideas in that list that are absolute gems, apps. Oh, that'll be that easy to do. That'd be really cheap. Why are you not doing this already? And taking those three or four ideas and this comes to point number four, which is action. So we've got time, space, ideas. Fourth one is action.
- [36:50]
Lacy Peace
Huh?
- [36:51]
Jeff Ram
Action. Just one action. Just one of those ideas. Because if you did say, oh, we've got 12 ideas. Brilliant. Wow, wonderful. If you try 12 at once, it's too much. You'll drop the ball. It's, we did four well, and, oh, we forgot to do that and maybe we could have done that better. Look, we're all busy people. Take one, build it into your service experience and you start to build the gap. You don't just go, bang, we've done it. You start to grow it. And after weeks and months, it becomes part of your culture. It's, oh, we've always done this six months time. Oh, yeah. And that is how you generate fresh creative ideas. But you. Action. Just the one and the fifth word in the five word celebrity server strategy is recognition. Who was the person that came up with idea? Who were the team? And I'm not just talking about, you know, pizzas, but how do you recognize, and not just in that two minute challenge, but continually how do you recognize that person for their efforts in service, design, experience, delivery? Because don't let it go unnoticed. Don't wait another 11 and a half months for your next conference where you'll do some awards at the end of the night when everybody's drunk.
- [38:12]
Lacy Peace
Yeah, yeah, yeah. Or the performance review just with them by themselves and no one else is Seeing or hearing this, that you've made.
- [38:21]
Jeff Ram
A great point there, Lizzie, a brilliant point. Recognize, but then potentially show the world. Actually show the world. So, yeah, that's a five word strategy. I can go a lot deeper into it, but for the sake of the pod, I just wanted to introduce it. But that two minute challenge, there's a page on my website called Results. It's something I'm extremely proud of. It's the most important page on my website, if I'm honest with you. And it's full of the companies, the businesses, the brands, the teams that have embraced the 120 challenge in celebrity service and they've gone on to win. And yeah, it's pretty cool.
- [39:03]
Lacy Peace
For those listening on screen, we're gonna have Jeff's results page. We'll scroll through it so you can get a little SNE preview of all that. Is there a favorite result that you'd like to share, Jeff, Like a story or just from one of those brands that you mentioned? I mean, you've worked with some amazing companies.
- [39:20]
Jeff Ram
Do you know what? I'm going to give you something that's on the website that's actually just come in over the last week.
- [39:25]
Lacy Peace
I would love that.
- [39:26]
Jeff Ram
Yeah, I've just. And so I've just finished a program of celebrity service for Avon. Avon Cosmetics, you know, phenomenal brand, phenomenal. So I've done two of their conferences and we've also done three virtual sort of master classes with all of the Avon advisors all over the uk. And I set them challenges every week. I share stories, but I set them challenges. And you know, the entrepreneurial, they're working by themselves, but they're within a team. And the results, I'm in a private Facebook group with them all as well. Over the past three months, it's been people actually saying, I was skeptical, I didn't want to do it, what should I, you know. But I decided to increase my packaging. I decided to put a little something in with the packaging. I decided to, you know, for Easter, I'll put a little Easter egg in there for, you know, for Mother's Day I did this. I wrote a poem on International Women's Day and put it in every one of my orders. And this has just exploded in the uk. I've got this baton called Celebrity Service. I pass it to you. It's up to you if you want to run with it. But so, so many people from the Avon UK community have gone on to record results, profits, the biggest one that I don't think I can put a price on the one I'm possibly most proud of of late, people have got confidence. Some people have, you know, lost their way with the brand or they were just ticking along and just to give that injection of inspiration, of enthusiasm, people have got their confidence. They're trying things. They're creating videos, they're sending videos to their team or their customers. They're leaving voice notes if they're not too. If they're not too far with. With video. But one of the things we did at the beginning was within marketing, within service, time just passes you by. And I said, so the first thing you must get is a huge 2025 wall planner, you know, the huge ones that you get in offices. And I said, you need to put that somewhere in your home somewhere. And I said, you have some incredible key dates coming up this year in which you can sprinkle some celebrity service magic. So you can imagine, International Women's Day was one, Mother's Day was another. People's birthdays, we got Easter, we've got Christmas. And the individuals have gone and they've plotted the next 12 months and they're already focused on what they could do. And when you see results come in of extra orders, profit. Profit doesn't excite me. Never has. It's lovely. We all need it. But that boost of confidence that a lot of the entrepreneurs have gained, it's really cool.
- [42:25]
Lacy Peace
And in that story, too, it's not just so marketing typically does this, Right. We know Mother's Day's coming up. I'm going to have some sort of campaign that goes and targets mothers or kids. So that way they buy this product for their moms. Right. But you're kind of flipping it and saying, but you can do this too, for service. Like, you can also provide something that, when it's delivered, is making me feel special. So it's not just an opportunity for more sales, it's an opportunity to really make people feel like they got that celebrity service moment.
- [42:53]
Jeff Ram
Yeah, absolutely. You know, a little card that said, you know, you inspire me. You know, it's International Women's Day. Want to sort of see how brilliant, you know, what. Those personal words mean the world to everybody. We live in a tech world where we download things, where we scan things and we try to get WI fi to access things. And yet you can count on one hand, Lucy, the amount of times somebody's wrote to you in the last year.
- [43:19]
Lacy Peace
Absolutely. Yep.
- [43:20]
Jeff Ram
So it's the one. It's one of my book bears of service and design, if I'm honest with You, I don't mind sharing it. We're always trying to find the new shiny toy, the thing that will press the button that will make it easy. And that easy button means we don't have to put much effort in. And yet some of the greatest service experiences lie in our past. But guess what? Our competition, they've moved on. They're trying to find the easy way out. And when I talk about celebrity service, if your next client was Denzel Washington, if your next client was Tom Hardy, if your next client was Margot Robbie, you would take the time. And that's the difference. It's quality over quantity. Always.
- [44:08]
Lacy Peace
Yeah, yeah, absolutely. Well, kind of speaking into that a little bit more about future trends, I am curious your opinions and thoughts on what people can expect for the future, like what's going to stay the same and what's going to be maybe new, that will shake things up.
- [44:28]
Jeff Ram
I'm such a traditionalist at heart. I can see it now. One of my biggest stories actually is a story called Elliot's Magic Ticket. It's on my website, it's on my YouTube channel. You can have.
- [44:40]
Lacy Peace
I saw that one.
- [44:41]
Jeff Ram
Yeah, audiences love that one. It's really powerful, it's really emotional. But you know what? Ticket offices won't be here in 10 years. It will all which I get. I get progress. But when profits go before people, that's when I start to worry. That's my concern. That is my concern that we do replace far too much. I'm not anti AI, I'm not anti technology. Here we are on the other side of the world, connecting and delivering.
- [45:12]
Lacy Peace
Absolutely. Yeah.
- [45:13]
Jeff Ram
Seriously, I'm not. But I've always been a long time fan of, you know, when the competition go one way, do you follow them or do you go the other way? And when everybody's looking for that quicker, cheaper button to press, I will find the pen, the parchment to really have a deeper conversation and a deeper experience with somebody. But in answer your question, it's a real silver ball, you know, what does the future hold? I just hope that we can keep a still high degree of personalization in everything we do. And I hope that if we do go, you know, as we have done already, we've done this a lot. Chatbots are good, they can be so much better. But can I get to that human faster? Because I don't know about you lazy, but you know, when people say, oh, if you, if, if this is, if, if this hasn't been helpful, please go to the website for, you know, frequently asked questions. My question's never on there.
- [46:23]
Lacy Peace
Never, literally ever. Yeah.
- [46:25]
Jeff Ram
And I think that's, that's, that's in terms of service design, what the future should look like. I don't know how many of these organizations and businesses are actually sitting down around the table with customers. That's the biggest thing for me, actually. With the customers.
- [46:44]
Lacy Peace
Yeah.
- [46:45]
Jeff Ram
What would make it easier for you? What would put a smile on your face is often a phrase I would use. What can make you smile? What can make it easier? So, AI, I don't think we've even scratched the surface. You can order your food at McDonald's. You don't have to go to the cashier anymore. You don't have to strike up a relationship. I get that. But at the moment, all we seem to be doing is. Is creating videos with babies on them and creating our own little action. Action.
- [47:15]
Lacy Peace
Yeah. Why is that a thing right now? I don't understand.
- [47:18]
Jeff Ram
But can you see? It was only about a month ago, wasn't it? Everybody was creating these action Barbie figures. And I'm thinking, oh, my word, this is such 2025, isn't it? In a world of technology where we have infinite possibilities, let's create something that looks like us. And even the world was saying, I love all this technology, but, oh, I wonder what I would like. And it comes back to the customer doesn't. Comes back to, actually, this is all about me then. Nobody ever talked about it. I, by the way, I didn't do it. Did you do one?
- [47:57]
Lacy Peace
I did not do one. No. I was like, feels like too much effort to have to put this together and then make it look more like me.
- [48:03]
Jeff Ram
So, like, no, I'm hard enough looking normal, never mind as a figure. But no, I. I loved.
- [48:10]
Lacy Peace
I loved the people that did the opposite where they actually took pictures of themselves with their stuff. Like they had someone take a photo of them pretending to be an action figure with all their little, like, four items that they would have. I thought that was cool. So I was like, okay, counter to using GPT to do that. That's more authentic.
- [48:26]
Jeff Ram
It's. Do you know what? And it's a phrase I've used. I don't mind sharing it to you. Now, people have asked my opinions on AI, and I'm not anti it at all. But all I will say is this AI needs to be efficient, but hi, human hai needs to be exquisite. And if we can have the balance of both. So if I can order that tax. You see, you see, if I order that taxi on an app and I don't phone up that experience doesn't happen. I just think we're going to lose opportunities, we're going to gain some, we're going to lose a lot. We've got to be careful because funnily enough, just very quickly actually on the, on the 120 challenge, I did this at a conference in Wales in the UK not so long ago and when I did the two minute challenge, one of the teams actually put it on chat gbt the challenge two of the table.
- [49:32]
Lacy Peace
Were any of the ideas good?
- [49:34]
Jeff Ram
It was all right. But do you know what it is? It's computer generated. I said, come on. Yeah, for years we have these wonderful ideas. We coax them out, we coax them out. But yeah, it's, it's an interesting point.
- [49:48]
Lacy Peace
So my problem with that isn't just like, I think it's, I think GPT is great for brainstorming. Whenever you have a core idea to help get you like to this point of like, oh, this is how I might present it. But yes, I think it detaches you as an individual from the outcome because then if that idea doesn't work then you're like, well, it wasn't my idea to begin with and I think it takes a passion and the like fierceness that I really want to do this out of that, out of that like project or the, the mission that you have, whatever it is you're working on.
- [50:15]
Jeff Ram
You know, and I don't know percentages. Some people will say this is great. I'm not very creative, I'm not very innovative. I put this in wonderful. I get it. I think some industries would do quite well from it personally and I'm from a creative industry in terms of speaking, in terms of my roles and things that I've done over the years. We're dumbing down our creativity.
- [50:35]
Lacy Peace
Yeah. I mean I fall in the middle here. I'm mixed on that because I think it can be a tool that you can use just like anything or you can over rely on it and have all your marketing copy written on it without doing any actual sitting and thinking about what your customer might like or what the experience should be. So I think, I think it's both. Like you've got to balance the time but you also have to understand what the tools can do and if they can make you more efficient. I am for that if it means you get to have that, hi, the human intelligence experience, be stronger. And that's what I think I've been most intrigued by in the last couple of conversations. I've had is how people are using these AI tools to augment the employees so that way they can actually focus more on that human experience. Like, if I'm not having to input data over and over and over again and I don't have to do this reporting over and over and over again, and AI can do that for me, so I can actually sit and do the 122nd challenge, then I'm for that.
- [51:29]
Jeff Ram
So there's your efficiency. There's your efficiency. Taking out those mundane, everyday. Lots of people can do the same type of thing. The mundane, I get that. But those pockets of inspiration, those pockets of opportunities in every touch point, get your team together. You know what if, if you were to wreck. If you were to take an idea from chat GPT, if you were to recognize chat GPT for their great ideas, what does that do to your team? You know, I've lived in a world now for the last five years where everybody, so many clients have said to me, jeff, it's so hard to attract great talent.
- [52:11]
Lacy Peace
Yeah.
- [52:12]
Jeff Ram
And it's harder to keep greater talent. And if we were to let our creativity, teamwork, collaboration, if we were to outsource that, what does that do for your team? You know that I think there's a, there's a, there's a longer tail here and not just a quick fix of an idea that will help us in the short term. I think there's a longer. If we, if we rely on this too much, when we're going to lose that collaboration in recognition with the team. That's my own personal thoughts. Whether I'm right or wrong, we'll never know. We'll have this conversation in 10 years.
- [52:58]
Lacy Peace
We can have this conversation. Yeah. In five years. 10 years. And we'll be like, jeff, you were.
- [53:02]
Jeff Ram
Wrong, and we'll both be computer animated. That's what we'll do.
- [53:06]
Lacy Peace
Yeah. It won't even be. Yeah, it won't be us. It'll just be our GPTs talking to each other. I always make that joke because I think it's funny. We're kind of headed to that direction for sure. It'll be like little Jedi Jeff talking to me.
- [53:18]
Jeff Ram
Could you imagine?
- [53:20]
Rose Shocker
I do have a question, Jeff. I can really hear and see your passion. And so it's, it's making me want to ask you, was there a moment you had either with a local business or a big brand as a child or a young adult that wowed you, that made you feel very seen, very understood, and in even a low budget or low tech, simple way I remember a tea shop that I went to with my babysitter often after school. And that was the first time I saw people working. And they remember. Remembered me and they remembered my order. So that's how like it was. But it made me. I was like, oh, there's people behind this brand, behind this business that care. So it really opened my eyes, like, oh, okay. Like it's not a 2D experience.
- [54:04]
Jeff Ram
No, no, that's, that's. That. No, that's great. Oh, my word. That's a really good question. Do you know what? I'll have six answers as soon as we press stop. But this, there's one that springs to mind. It's my football team, soccer, as you would say. But my football team is Sunderland. You might have seen them on Netflix. It's called Sunderland Till I Die. That's. The stadium is a mile from our house. And I had numerous broken bones when I was early teens. And I broke my heel, I broke my collarbone. It was all three separate accidents and broke my wrist.
- [54:41]
Lacy Peace
Oh, my gosh.
- [54:42]
Jeff Ram
It was weird. But anyhow, and I went along to the. The club. Parents took me down to the club and the team came out and they, they all signed my cast, they all saw my cast, which was really. I mean, I didn't want the cast to come off, but it had to come off eventually. But you go into. You go into school the next day and everybody's like, wow, you know, you know, so just things like that. Again, you come back to personalization. They were celebrities of mine, I suppose, but that was a really cool thing because the club didn't have to do that. You know, they must get numerous. So many, so many requests for donations and time and, you know, they've got their professional outfit, they've got a job to do. So that's. That's a big one that sort of sticks in my mind. Cost nothing to them, but meant the world to me. And that's a big line that I use a lot. What does it cost? Nothing. But it means the world to somebody receiving it.
- [55:49]
Rose Shocker
That was beautiful. I'm so glad that you had a chance to shout them out. We'll be sure to shout them out over socials too. That's so sweet. And it goes back to your earlier point about time. Where are you putting your time? Surprisingly simple, and I like that.
- [56:06]
Jeff Ram
Thank you. Thank you. It is an observation I've made over the years. Customer experience. Customer service is put on any other business on an agenda. And yet we all know how important it is that has to be separated from the world of the norm. It deserves more respect than what it currently is receiving.
- [56:29]
Lacy Peace
Well, and I think you've shared this. I saw it on your LinkedIn recently and I believe it's from your book that great customer experience moments are the best marketing material. So it all comes full circle. Right. Like if we have these great customer experiences that we can highlight and share, it actually makes the job of the marketing team the job of the sales team so much easier.
- [56:47]
Jeff Ram
Absolutely, absolutely. It's wonderful that you've read that actually. It's a lovely little phrase. I've had it for years now. But it's yet your greatest marketing tomorrow is the service that you deliver today.
- [57:01]
Rose Shocker
Is there a recent member you have like in the past maybe year with a business that's really impressed you, you know, whether it might be going to a hotel or a restaurant or whatever it could be, that really made you feel seen as a grown up.
- [57:16]
Jeff Ram
I work a lot with IHG hotels, I work a lot with the team and I was very much part of the launch of the Volcor brand. So it's a lovely premium brand. They're all over the world now. They're growing. Every day is phenomenal. And there's one thing that they do now. I'll go, I'll go. Not one of their competitors, but another brand. If you go to a Doubletree Hilton and you check in, what do they give you? So they give you a cookie.
- [57:50]
Rose Shocker
I didn't know that.
- [57:50]
Jeff Ram
It's this warm cookie in a bag.
- [57:52]
Lacy Peace
So it's warm.
- [57:53]
Jeff Ram
Yeah.
- [57:53]
Lacy Peace
Oh my gosh.
- [57:54]
Jeff Ram
They've got like a little oven knob.
- [57:56]
Lacy Peace
I'm hungry. It's lunchtime here, Jeff. Like.
- [58:01]
Jeff Ram
So that's great. And I've always, I've always thought that was a really good touch. You know, costs next to nothing. But even if you don't want it, it's warm. You can smell the cookie. It smells lovely. Anyhow, vocal have gone just that one step in my opinion, beyond what the likes of the competition do. So when you go to a Volcker hotel and I was at one last week in Southampton on the south coast. So I'm on the south coast. I can literally see the sea and the, the cruise liners are in the, in the harbor. So I check in are welcome and here's your gift. So, you know, both hands and it's a tiny little wrapping and the wrapping is. It's recyclable or it deteriorates. It's good for the environment. But inside there was a, there was a chocolate seashell shaped chocolate, but it was made out of sea salt. You go into any vocal hotel in the world, so Singapore, in. In Germany, in Paris and anywhere in the world, and their little treat that they give you and it's at check in will be something to do with the area.
- [59:11]
Lacy Peace
It's not just that it's unique, depending on where you are.
- [59:14]
Jeff Ram
Yes.
- [59:14]
Lacy Peace
Yeah, I love that.
- [59:16]
Jeff Ram
So there's a one in. There's. There's two hotels at Voco. Voco is V, O, C, O. It's all lowercase. Beautiful. I love that. I love the brand, and I work with the team a lot. If you go to the. There's two hotels in Oxford, and one of them's got. I think there's a honeycomb. There's a honeycomb nearby. There's bees and all the rest of it, and they've got this honeycomb suite. So they tend to have either herb gardens or fruit or whatever it may. Whatever it may be in that. Even on site that the chefs will use to make the gifts. So it's a welcome to their area. It's really. And I just think that's a lovely thing to do. It's different. It takes a lot of doing. It takes a lot of effort. But there's that pride in your area of work. And if I was on the other side of that desk and I'm. I. I know I'm going to give somebody a little gift, a little something, I feel good about it because I know that's going to put a smile on their face. So that's a. That's a personal favorite of mine. Look, I've. I've so many examples. We can literally sit here all night and talk about ideas and stories. But that one's a bit of a favorite of mine at the moment.
- [60:33]
Lacy Peace
That one's great. What I love about it, too, is it's kind of an Easter egg. So anyone that likes to go around and travel, every time you go into a hotel, you're kind of like, ooh, what am I to get? It's like a little surprise on the surprise, because you know you're going to get a little gift, but you don't know what. And that's. That's super fun.
- [60:47]
Jeff Ram
Yes. Brilliant.
- [60:48]
Lacy Peace
Yeah. Awesome. All right, Jeff. Well, we've took up plenty of your time. You've given us a beautiful masterclass in celebrity service today. Thank you so much.
- [60:55]
Jeff Ram
Pleasure.
- [60:56]
Lacy Peace
I do want to give you the opportunity to a little bit more about where our listeners can find you, because if they want to, I don't know, learn more about celebrity service, watch some videos, maybe see some keynotes. Where should they go?
- [61:05]
Jeff Ram
Okay, well, the, the obvious one is the mothership. So you can go to jeffram.com so it's G E O double F R A M dot com. On my website there is, oh my word. There, there's videos on there. There is a link to my books. But if you want those books for yourself, I've written two books. You can go to Amazon that'll be dead easy and simple for you, certainly, if you're in North America. I've got a YouTube channel. Again, my name Jeff Rahm. Just type it in. I think there's about 80 videos on there and there's some key stories of me on stage. There's some stories, I'm in Dallas. I've got some great examples of some wonderful stories in the US Help yourself if you want to connect with me wherever you get your social fix from TikTok, Instagram, Facebook, I don't mind if my material, stories, ideas can help you. I wish you every success with it. And yeah, it's been wonderful to meet you both, to work with you both. And I hope your listeners can take at least one idea forward to deliver a greater experience.
- [62:09]
Lacy Peace
Well, if they don't, I definitely did. So at least I got something. Thank you so much, Jeff.