Issue link: https://iconnect007.uberflip.com/i/1499197
MAY 2023 I PCB007 MAGAZINE 13 was hard on everybody for many different rea- sons. As a people person, I really wanted to be connected with people. As soon as the mask mandate was dropped here, I brought together a group at a local coffee shop. It didn't cost me anything because they just bought their own coffee. We talked about innovative ideas and how to build a better community. Cup of Joey was born, and we've been meeting every Friday for nearly two years. The agenda isn't about a specific end product or a process, but about creating connection and finding opportunity through purpose. You said it perfectly. at is my agenda, to con- nect people to a more fulfilling future. I think I can do this until the day I die. e goal is to not live for a job, but to live with purpose. A purpose-driven life. Exactly. If I can share that with a few people— my family, friends, and my community—and if Houston can be purposeful, then I think we have a better chance in the future. Let's talk about customer service. In your pre- sentation, you discussed Houston and its sur- rounding area. You mentioned that the region has technology and innovation silos, with miles between them. Individual companies also have department silos—R&D, manufactur- ing, sales, etc.—and con- nections among them can be either nonex- istent or not as strong as they should be. We may pass each other in the hall and never even know the people we work with. Does the Cup of Joey concept work within the four walls of a business? Absolutely. It used to be called water cooler talk. I believe that Cup of Joey is not only a place to network, but a lifestyle that can enhance your family, community, and your company. All these entities need connection. We have to connect with and service custom- ers, and we need to do it with purpose. We attempt to do a good job at customer service, but we often fail to utilize all the connections and resources to improve customer experi- ence. What's your advice for companies look- ing to strengthen their customer service? Anyone working in the customer service realm needs to build real relationships. A relationship is a two-way street, where value is exchanged between the customer and the company. Build a relationship through real touch points. Check in with customers and find out what their real purpose is for using your product. Give them true value every single time you meet. When people think of customer service, they naturally think of external customers. However, business comprises systems and processes that connect one to another. There's a handoff between the customer at one end and the sup- plier at the other end. We always hear that a company believes in 100% customer satisfaction; Joey Sanchez speaks to a group at Cup of Joey.