Hello Shareable listeners! We’ve got a new episode for ya!
Today on the show, we have Matt Rizzetta! Matt is the President and CEO of North 6 Agency, Inc. (N6A), leading brand communications agency based in New York City and Toronto.
N6A has been ranked as one of fastest-growing agencies and one of the 50 most powerful agencies in the United States as well as one of the “coolest spaces at the hottest PR firms.”
Matt has been instrumental in developing N6A’s internal and external KPI measurement system, and he’s bringing all of that experience to us. He’s going to walk us through how to build a company of millennials with a culture of customer service. If you’re someone who’s building a team of millennials or managing a team of millennials, or heck a millennial yourself, then this episode is worth a listen.
Click to tweet:
“The millennial generation needs a PR agency.” – Matt Rizzetta
- Running time: 48:52
- Subscribe on iTunes and leave us a review
Aside from the widespread perception that millennials are lazy, entitled, and murderers of everything nice in this world…yanno like the diamond market? Member how nice that was? Ok. I’m done. Matt’s here to shatter those ideas for us.
(7:23) – What do most people get wrong about managing millennials?
Most managers working with millennials fail to provide the right care, customization, and time than previous generations. With millennials, it’s all about customization. There is no one size fits all approach, and management needs to understand that. Millennial A versus Millennial B versus Millennial C have completely different love languages in terms of what motivates them and how they want to be managed. If you can customize your approach in a very personal way, show empathy, and make sure that A and C are being managed differently according to what’s important to each of them, then you can build a special culture with a level of diversity and versatility that doesn’t exist in a lot of places.
(11:51) – How did you go about creating this company culture?
Matt already knew, when he set out to build N6A, that he wanted to build a people-first culture.
(13:04) – What steps did you take to build this people-first culture?
- Always think at least one step ahead.
- Create a culture of alignment between your employees and your clients.
You want your employees to be invested in the success of your customers and you want your customers to be invested in the success of the employees, so that one’s success is the success of the other’s.
(15:43) – How do you go about achieving this alignment? How do you create alignment with a group of millennials?
- Lay it all out there. Really practice transparency.
- Bring customers into the feedback processes.
- Every month N6A asks 60 of their customers to rank them 1 to 6.
- Their feedback is reported back to the employees that serviced their accounts.
- Set up a system where employees are rewarded based on that feedback.
- At N6A, their rankings directly reflect the employees that serviced the accounts.
- Good rankings result in positive reinforcement. Creating full alignment on both sides.
- Bring customers into the feedback processes.
(19:34) – How do you create the same alignment on a smaller team?
You would think this comes easily with scaling, but the most important thing here is to make a direct connection between the success of the customer with the success of the client.
In your early days, your advantage is that you can make very tangible changes to that foundational KPI system and really cement your infrastructure for the future.
(23:23) – How flexible is your system to curveballs?
To handle curveballs, you need a foundational culture of trust and to have empathy and common sense in the given situation.
(25:41) – Why build a company culture around customer service?
The strength in building this kind of company culture is that you can surround yourself with awesome people who do the best work. But he cautions that in order to task this risk you need to be committed to your vision and secure in the fact that there is no guarantee.
(28:18) – What are the challenges that come with working with millennials?
The end result is very rewarding, but it comes at a price. You have to be able to make adjustments, think on the fly, learn on the go, and tweak your business model according to feedback in real time. That’s what it takes to build a top-notch culture with millennials at the center.
(38:41) – Starting from the beginning, what are your first steps to building this culture?
- Build a company with a culture-first mindset.
- Take a similar approach when you’re recruiting your first customers.
(14:44) – The financial ecosystem of service businesses is driven by two things:
CONNECT WITH MATT
- Email Matt
- His agency
- @North6thAgency on Twitter
- @MattRizzetta on Twitter
- N6A on Facebook
- Matt on LinkedIn
- N6A on LinkedIn
CONNECT WITH JEFF
- Email Jeff
- @JGibbard on Twitter
- Jeff on Facebook
- Jeff on Linkedin (make sure to introduce yourself)
- Jeff on Instagram
- Jeff on Snapchat
CONNECT WITH CAROLINE
SPECIAL THANKS TO
Caroline, our Producer.
Thanks for everything you do to make this show happen.
Ray, our Audio Engineer.
Thanks for cleaning up our voices and adding all that sexy production value.
Not actual rich girls. They don’t need our thanks. Rich Girl, the song.
Karaoke bars around the world owe you a thanks or maybe, more appropriately a Cease and Desist.