Listen To Your Gut

Guiding People on their Journey to Wellness

Jini Patel Thompson knows what it is to suffer from a chronic disease. After dealing with Chron’s for many years without success, she finally took matters into her own hands – and she was able to heal herself. Her incredible story led her and her husband Ian to establish Listen to your Gut, a company that guides others on their journey to wellness.

Ian Thompson puts it this way. “The people we are in touch with on a daily basis are often suffering from really bad debilitating diseases. It’s hard to imagine the adversity they’re dealing with. We are here to help,” he said.

Helping People Help Themselves

At Listen to your Gut they believe that everyone’s healing journey is unique. Jini has now written 20 books on the topic of using your “gut intuition” to heal yourself. According to Ian Thompson, the content is so thorough that people can come away feeling a lot better. “Our customers have healed themselves of seemingly incurable digestive disorders,” he said.

“We started in 1999 with Jini’s book called Listen to Your Gut about her own personal journey. We launched via affiliates back then, and we have grown ever since. We now also offer supplements that we manufacture in-house.”

Focus on Customer Service

Ian believes that the only way to grow his business is to treat customers “like gold.” He says that the whole journey is about the customer’s healing. He said that when they first started the business, he handled all the customer support. That worked for a year or two. After three years, they hired Justin Wade to help with customer service.

“We have a Customer Care Team,” said Justin. “They report to me. Now we’re in a position to exceed expectations and make people feel like every goal for customer care was accomplished. They walk away feeling GOOD and POSITIVE.”

A Culture of Helpfulness

According to Ian Thompson, hiring good people and having a culture of helpfulness is the key to their success at Listen to your Gut. The 7 figure business is growing at a rate of 10-20% every year. “We don’t treat the business as a money machine. We treat it as a business that can help and heal people,” he said. “The whole team buys into this concept.”

“It’s really critical never to treat the customer as a number. I literally read every single email that comes in from every single customer, every day. If anything is off base, we correct the product. That’s our market research. We are constantly listening to what our customers are sharing with us.”

He knows that a quick response is important. “If an email sits unanswered for 3 hours, that’s 3 hours that a customer is in distress,” he said. “Automations are an awesome killer feature in FuseDesk that allow us to get back to the customer in 1 hour. That’s a world of difference.”

Sorting Things Out with FuseDesk

Ian said figuring out who was handling what became an issue for the Customer Care Team as the company grew. “We had one email inbox, and tons of team members were trying to manage the emails,” he said. “When we sorted everything out in FuseDesk, it routes emails to the right agent. That’s absolutely outstanding. The process makes our company look really good in front of the customer.”

“FuseDesk is all about automations and reducing the amount of time from when a customer contacts us and we can get back to that person. FuseDesk organizes us, saves us time and allows us to be so much more effective. I can’t think of any other software that is able to provide such a great customer experience.”

Adhering to Core Values

Listen to your Gut sticks with its core values as the company grows. They believe that it comes down to “Never forget who you are. Never forget where you came from.” Justin notes that it’s the same philosophy they have always had, just on a larger scale.

Ian realizes that customer service is key. “As long as we continue to serve our customers, the money comes in.”