0:13  
Hey, it's time to crank up the truth. I'm Val Selby. And over the decades of working online, I've learned a most important lesson: mindset owns your business. If procastination, impostor syndrome and a lack of focus have been blocking your biz, and I'm here with Val Full Volume, ready to help you see choices that you're making, get ready to own your personality, and use your expertise to create the business of your dreams. Now is the time to make changes and live your best life. So let's get to it! Hello, hello. Hello. I'm so happy you're here. I'm happy you're here. Are you ready for me today?

0:58  
I'm not quite sure I'm ready for me today.

1:02  
I'm having a fuckedtastic day and this is what I usually don't record because I don't want

1:09  
I don't like passing on all that negative right? So it's so it's just not usually something that I will jump on because I know that my mouth is just going to go "Oh my God and this and that and this and that." So I'm not going to go down the rabbit trail of exactly why today's fuckedtastic. Believe me everything's okay. It's just one of those days when it's just like really, really, again? Really? Not to mention all of the money and gas that I wasted around driving around in my jeep today for no reason.

1:39  
But thankfully my radio and my jeep. My jeep's my happy place thankfully my radio I got a just like decided, "You know what, I already have a massive headache from the sinus infection, which was part of the reason I really wanted to get into walk in clinic today." And when I got in the car, I'm like, "That's it. Spotify play Metallica."

1:59  
crank it, if I'm gonna have a headache, I'm gonna have a headache for a reason. We're just gonna go there where you're gonna crank my tunes, get my pissed off music on and be in my happy little car. So that helped a lot. But I don't like I don't like days like this and and you know, I noticed some even more now because I don't have days like that's and I know it's because I've got I got I think I've got an ear infection sinus infection. I don't know. It's been a whole week of having tinnitus in. I'm just Ah, right. See, I'm going down that that's why I don't record when I'm feeling like this. But I do have a really good reason that I do what a quarter. Well, I have two of them. Actually. The first one is I don't want to piss off my, my podcast manager because I adore her. And I saw the due date is I'm supposed to record this today. So I won't piss her off. Right? I don't want to pass on my bad day to her. So that's number one. But number two, the reason was that, you know, as everything's just like, being fuckedtastic and I'm like in another appointment, and my stuff's not there. And then I go over here and the wait's gonna be two hours. And I'm like, hell no, I already ready to punch people.

3:16  
And nobody here deserves it. And that's the entire point that I wanted to come in and talk about today. Everybody that I was talking to was absolutely fantastic. I mean, fantastic. It wasn't their fault, that things didn't get done, you know, the people that were there. So, you know, thankfully, I was not in a place where I felt like I needed to like, get it out and take it out on anybody. And when I stopped at the grocery store on the way home, and the guy in front of me felt like he like cut in line, because I needed coffee. Because I mean, I was supposed to get my labs done. And that was 11 o'clock appointment. So needless to say, Val was not a very, very happy person, as all of this is going on, because Val had not had any coffee or any food. So can you imagine I was holding it in because I knew, I knew I was like in this hangry non caffeinated space with the headache going on from from not feeling well on top of it. And when I got to the grocery store, and I'm gonna go order my Starbucks, and, you know, I didn't know what I wanted. I'm just in that space where I'm like, oh, you know, kind of thing with cart and, and the guy in front of me, it's like, oh, no, go ahead. I'm like, Nope, you know, go ahead. I really don't know what I want yet. And, and he, because I pay with my phone, you know, like most of us do, paid with my phone, phone app. And he saw he didn't see me get the wallet out because he was trying to rush over and pay for my drink. And I was like, Oh my gosh, I'm like,

4:46  
That's the sweetest and you really don't know how sweet that was. I might because it's just it's a day. So just the fact that you were going to do that is makes my day you know?

4:56  
Like I just appreciate you so much for that. So

5:00  
So I do know that any day that's going fuckedtastic is not 100% fuckedtastic. I understand that. So that's when I start going down the rabbit trail of oh my gosh, and I don't do the wet now, because don't ask for shit you don't want, but I'm like, Oh, my gosh, it's been so long since I've had a day with so many things not going well, that it really hits. But like I said, the great thing was the people that I was talking to, you know, none of this was their fault. And they were so accommodating and, and even coming up with some other stuff, you know, like, you know, here's sit in the waiting room and, and you know, try and get a hold of the office, here's the fax number, get that stuff. So we can do it right now. So you don't have to come back in hangry God.

5:52  
And even, you know, the walk in clinic because I wanted to go there and it was gonna be a two hour wait. I'm like, Oh my gosh, I'm like, I need to go eat some lunch. I'd had a bar at that point. But I need to go eat some lunch. You know, do you guys do a text message thing? No, my system doesn't do that. But if you want it, you could just keep calling in to see if you're getting close. And I'm like, Oh my gosh, that's doesn't that just doesn't sound like something I can do today.

6:16  
Like, I just I don't think I can do that today.

6:20  
And there was some other stuff in there, which is where I'm going with this right now, what do you want

6:28  
your customer experience to be like? Now, some of this. None of the people that I was talking to directly had any part in making the day fuckedtastic. But the people that did make it fuckedtastic is because they didn't do parts of their jobs. And that's the frustrating thing. That's the customer experience right now that I'm really, really unhappy about. Because if, if my paperwork had gotten put in,

7:04  
I wouldn't have driven out for absolutely no reason. And that was my doctor's office not getting my paperwork in even though I had emailed to double check, because I am coming from a ways out. So I doubled I even doubled chat, right. And that's poor customer service. It is poor customer service, follow through, you know, I should have done this months ago. And I do understand that I'm a grown ass woman, and I need to take responsibility for my health. But, you know, like, when I'm talking to my husband about it, I'm like, I don't deal with people's lives. Like in a health way. I'm dealing with people's lives, yes, but not in it and a health that could be a dire health way. And I even have things set up for alerts of check in with this person in two months to check in with this person in three months, you know, check in with this person at six months. So why doesn't my doctor's office? Right?

8:04  
And, you know, the the walk in clinic, the issue was that one of the walk in clinics is no longer walk in clinic, which I understand. You know, my husband's a first responder, and I understand how many people have left the medical profession. And so there's just no staffing, and I get it. But it doesn't say that on their website. Didn't say it anywhere. So I drove all the way back across town again, where I had already been earlier, more gas wasted.

8:36  
And then got told that it was two hour wait. So customer experience, these things could be changed by customer experience. And so as it's coming up, and I'm really working on not going down, though, what the hell now kind of thing? Because I do I did have to stop that. Believe me, I had to shut that shit down. As I'm like thinking about and I'm like, okay, so what can we figure out and learn from this right now? You know, and I don't, I don't usually do that. I just do I had to see in a happier place.

9:08  
You know, what, what can we take away from this? And it was customer experience. And for me right now I know that. I don't feel like my customer experience is flowing like I would like it to. I know right now. Let's see This is coming out. I don't know when it's coming out right now. Right now I'm in the middle of revamping, and redoing and updating my pages. So my takeaway from today is going to be what do I want my, What do I want the experience to be when you come to my website? When you come to my homepage, what do I want to happen? What do I want you to know? And I know I know right now Well, by the time you're reading this at all or listening to this, it'll have changed, but I know right

10:00  
Now, I'm not happy with that.

10:03  
I don't feel right at this very moment that you would be able to tell how I can help you. I don't think you would be able to tell where to go next what to do next.

10:17  
So I'm taking away again, I'm taking away from today, what do I want the customer experience to be? What do I want your experience to be? When you come to my website? What do I want you to know? What's the first thing I want you to do?

10:33  
Right? So take a look, what's your customer experience? Like on your website? And I know that often we're not necessarily sending people straight to our homepage. But if somebody lands on your homepage, do they know who you are? By landing on that homepage? Do they know what you do?

10:54  
Does it very, very pointedly tell them "do this?"

11:01  
Now I know that this is better. I Oh, gosh, when I was running Your Bold Life, I brought in a Pinterest Manager, which was amazing experience. By the way, I learned so much. And it was awesome. And she did great for bringing in a bunch of new new leads from Pinterest. But this was somebody that I had not met before. And when she went to my website, she's just like,

11:29  
okay, so what do you do?

11:33  
What is your site about? And of course, for me, you know, I'm talking about it all the time, I was on some summits, and I was running the podcast, and I'm talking about what I do all the time. And I'm like, like, we heard. So I went to my website, and I've always looked at it with fresh eyes. And I went, "Oh, my God, it doesn't tell. It really doesn't tell what I do.

11:56  
Really doesn't tell what I do." It's just assumed that I'm sending people there. And I'm like, "Wow, that's pretty eye opening." I'm like, okay, yeah, I this is this, this, this and this. She's like, okay, so how about if we changed, you know, some of this, and we got to talk in the course. But I was like, wow, I need to really work on finding people with fresh eyes, and seeing if I can pick their brain, about, hey, will you take a look at this. And that's a great option, come into the free group and partner up with somebody that you don't know. And take a look at each each other sites, ooh, I'm gonna post that in the group. So I better make a note of that. When this goes out, we're going to talk about it. Okay. So we're gonna see about partnering up with somebody that you don't know. And each looking at each other's websites, without knowing each other, you know, and come up with, okay, what do you what does this website saying to you, you know, what's the feel was the vibe that you're getting from it? Oh, that'd be great. Yeah, you better join the group, join the free group, join, join, join, come in there. And let's do that. Like I said, mine will be updated by the time this is coming out. But I really want us to pay attention to what what are we trying to get across? What do we want our customers to do? And the more that we tell them what we want them to do, the more apt they are to doing that, because we have to tell. That's the call to action. We have to we have to tell them, Hey, start here. This is this is the best spot to start with me because you have this going on. Right. Okay, so

13:36  
I need to go to get some more work done. Ah, thanks for listening. I appreciate you so much.

13:44  
Now, I have to go and talk to my husband, because he tells me one more time that today's positive Friday, recording, obviously on a Friday, and our local radio station does positive Friday, which started about 36 minutes ago, and he's like, Hey, you gotta pick up it's positive Friday. I'm like positive Friday could suck it.

14:04  
So people say well,

14:07  
you'll have heard it. You'll have heard it all across the internet. So anyways, all right. So go check out what is your user experience? What is your homepage, telling them? What's your about page telling them? I know, this is like a whole thing, but just go and make note, you know? And even before you go check, do this. Wait, wait, wait, wait don't go.

14:30  
Before you go in and check your pages, sit down and realize what do you want those pages to be saying and doing? You know, and then go take a look at them and see if it's if it's going that direction. I think that might be just a little bit easier for you to go and do some updates. If you already come in with i This is what I want it to say about me and what I want them to do and then you can go in and check and if it's not doing that, then I think you can go and update it pretty quickly. That way. I know sometimes it's a lot harder for

15:00  
Need to go to my pages and go, Oh, gosh, what do I want it to say? I don't even know. Now, it's worse than looking at a blank page.

15:09  
So go and take, go sit first, figure out what you want it to say and what you want them to do. And then go take a look at your homepage, and your about page and see where your best links are. And don't forget to check your website, on your phone, phone settings. If you're in thrive like I am, check, check the Thrive phone setting to see how it's going to look and see if it's the same user experience because a lot of the times it's very different between a website page on a PC or Mac or on your phone gives a different user experience. Okay, I'll leave it at that. Thanks for listening.

15:49  
Later