0
SPEAKER_01
Welcome back to the Advanced Selling Podcast, the longest running sales training podcast.
0
SPEAKER_01
We ve been at this for almost 17 years.
0
SPEAKER_01
It ll be 17 years in September.
0
SPEAKER_01
I m Bill Kasky.
0
SPEAKER_01
I am Brian Neal.
0
SPEAKER_01
And we welcome you.
0
SPEAKER_01
If this is a virgin voyage for you, first timers, go to advancedsellingpodcast.com.
0
SPEAKER_01
And somewhere on that page, there is a link that has our top 10 episodes on it.
0
SPEAKER_01
That s a good place to begin.
0
SPEAKER_01
You do not need to start in 2006.
0
SPEAKER_00
You can thousands of hours just had a client say, uh, he, uh, was not a listener and had to drive for about six and a half, seven hours.
0
SPEAKER_00
He goes, I listened to you and build a whole way.
0
SPEAKER_00
I said, dude, you gotta get a life, man.
0
SPEAKER_00
You gotta get like, but it s funny.
0
SPEAKER_00
I like the fact that he s doing that.
0
SPEAKER_00
So that s great.
0
SPEAKER_01
Yeah.
0
SPEAKER_01
That s funny.
0
SPEAKER_01
That s, uh, that s brutal.
0
SPEAKER_00
That s brutal listening to us.
0
SPEAKER_00
I don t know.
0
SPEAKER_00
I think people like it.
0
SPEAKER_00
We re still getting new listeners.
0
SPEAKER_00
It s great.
0
SPEAKER_00
We ve never promoted the podcast ever.
0
SPEAKER_00
It s funny.
0
SPEAKER_00
I went to VCon.
0
SPEAKER_00
I mentioned that last episode.
0
SPEAKER_00
Gary Vaynerchuk s thing.
0
SPEAKER_00
It s in Indianapolis.
0
SPEAKER_00
It was easy to go to.
0
SPEAKER_00
I worked with a coach who was offering some spots.
0
SPEAKER_00
I did a couple of podcast interviews, one for the Advanced Link podcast that we will release.
0
SPEAKER_00
We ll talk about that in a different episode.
0
SPEAKER_00
really great interview.
0
SPEAKER_00
But it s funny, you know, VCon is about eyeballs and attention for everybody.
0
SPEAKER_00
And it s got gamers there and collectors, and it s got business people, speakers, coaches, everybody, everyone s trying to get attention, you know, how many followers everybody s got, whatever.
0
SPEAKER_00
And it s funny, because a lot of podcasters there.
0
SPEAKER_00
And you don t like to lead with your numbers, you know, but people, but when I said to people,
0
SPEAKER_00
help me.
0
SPEAKER_00
The question always comes up, you know, how long you been podcasting?
0
SPEAKER_00
And I go, 17 years.
0
SPEAKER_00
They re like, huh, was podcasting even a thing seven?
0
SPEAKER_00
I m like, it was it was I told him a story about the radio thing.
0
SPEAKER_00
Like, that s amazing.
0
SPEAKER_00
And we re in we re in rare air.
0
SPEAKER_00
having done it that long.
0
SPEAKER_00
We were in rare air.
0
SPEAKER_00
You re not gonna find too many shows that have been on the air as long as the Advanced Selling Podcast has, and we just love it.
0
SPEAKER_00
And that s the other good part, because now we get, there are a bunch of new people there that have started, and you know, I was with a guy named Jim Quick.
0
SPEAKER_00
You know Jim Quick?
0
SPEAKER_00
Yeah, I know Jim.
0
SPEAKER_00
Yeah, so I was with Jim most of the time.
0
SPEAKER_00
Unbelievable, great person.
0
SPEAKER_00
And his podcast, he just started two years ago, maybe, and he s got, you know, 50, 60 million downloads already.
0
SPEAKER_00
which is great.
0
SPEAKER_00
And I love the fact that we have just done this the way we ve done it.
0
SPEAKER_00
Slow and steady, consistent, persistent.
0
SPEAKER_00
It s been really, really awesome.
0
SPEAKER_00
And the only thing getting in between you listeners and this is buying the equipment.
0
SPEAKER_00
And I actually made a guy who I interviewed, made him buy his equipment on Amazon right in front of me.
0
SPEAKER_00
So I don t know if he actually- Because he was thinking about- He was thinking about it.
0
SPEAKER_00
Yeah, yeah.
0
SPEAKER_00
And I m like, got to do it.
0
SPEAKER_00
Step one, go to Amazon, dude.
0
SPEAKER_00
He s like, well, what should I get that?
0
SPEAKER_00
I m like, dude, just buy a starter kit.
0
SPEAKER_00
It s a hundred bucks.
0
SPEAKER_00
Yeah.
0
SPEAKER_00
A hundred bucks.
0
SPEAKER_00
So good conference.
0
SPEAKER_00
I ll talk more about it later.
0
SPEAKER_00
Really, really interesting.
0
SPEAKER_00
Great speakers.
0
SPEAKER_00
Got my picture taken with Deepak Chopra.
0
SPEAKER_00
Isn t that fun?
0
SPEAKER_00
Oh, did you really?
0
SPEAKER_00
Just walking down the hallway, there s Deepak Chopra.
0
SPEAKER_00
Just fantastic.
0
SPEAKER_00
I got a selfie with him.
0
SPEAKER_01
Oh, that s cool.
0
SPEAKER_00
Really, really neat.
0
SPEAKER_00
He s such a neat man.
0
SPEAKER_00
I get to listen to him.
0
SPEAKER_01
Yeah, when I flew in last night, I saw the big, there was a big sign at the bottom of the escalator near baggage claim at Indy that had VCon on it.
0
SPEAKER_01
And it didn t have Gary Vaynerchuk s name anywhere.
0
SPEAKER_01
No.
0
SPEAKER_01
Which I thought was weird, but I know that he s trying to brand himself probably away from being the face of all that.
0
SPEAKER_00
But really cool, neat event.
0
SPEAKER_00
Again, we ll have a podcast episode that I did, Bill.
0
SPEAKER_00
Once I get a copy, you can listen to it, and we ll comment on it.
0
SPEAKER_00
Awesome.
0
SPEAKER_00
Interviewed a very, very interesting person with a wonderful backstory that I think our listeners will love to hear.
0
SPEAKER_00
Yeah, good, good.
0
SPEAKER_00
All right.
0
SPEAKER_00
So this is I told Bill in the pre show, I m always nervous talking about this experience, because this industry has a really bad reputation.
0
SPEAKER_00
And I think there s always something we can learn from every experience.
0
SPEAKER_00
So you know, what s coming?
0
SPEAKER_00
Guess what I just bought, we bought a car.
0
SPEAKER_00
And everyone listening is like, I m not a car salesman, man.
0
SPEAKER_00
I m, you know, I m not I m a book.
0
SPEAKER_00
I m like, okay, whatever.
0
SPEAKER_00
What can you learn from experience?
0
SPEAKER_00
We had a great car buying experience.
0
SPEAKER_00
It was wonderful.
0
SPEAKER_00
Very above board, very, very reasonable followup, no pressure whatsoever.
0
SPEAKER_00
Then we go to do the paperwork and the FNI person.
0
SPEAKER_00
Okay.
0
SPEAKER_00
Now, you know, the FNI people, they actually sell and they get compensated on selling extended warranties.
0
SPEAKER_00
We bought a car, kind of an upmarket car for us.
0
SPEAKER_00
And you know, Steph, my wife, she s like, you know, should we do that?
0
SPEAKER_00
I m like, let s look into it for sure.
0
SPEAKER_00
And then we re like, and she s very, she would rather buy a, you know, a warranty and just have it be covered.
0
SPEAKER_00
Yeah.
0
SPEAKER_00
I m like, you know what?
0
SPEAKER_00
It s a lot of money, but go ahead.
0
SPEAKER_00
We can do it.
0
SPEAKER_00
Whatever.
0
SPEAKER_00
Well, and then as we started to do the paperwork, the F&I guy had made a bunch of mistakes as she s going through the paperwork.
0
SPEAKER_00
She s like, this isn t right, my name s misspelled.
0
SPEAKER_00
Then he had the wrong address.
0
SPEAKER_00
And he s like, well, isn t your address this?
0
SPEAKER_00
She goes, no.
0
SPEAKER_00
What does it say on your license?
0
SPEAKER_00
It s like our real address.
0
SPEAKER_00
He s like, oh, OK, well, you know, he s like, da, da, da, around that.
0
SPEAKER_00
And then he mistyped the interest rate and the payment for the loan, because we decided to finance it.
0
SPEAKER_00
And there was like five.
0
SPEAKER_00
I m like, you know, time out here.
0
SPEAKER_00
I m like, this is starting to make me uncomfortable.
0
SPEAKER_00
You re intolerant, right?
0
SPEAKER_00
Well, it s just like, you know, he s the F and I guy.
0
SPEAKER_00
I m like, you know, of all of all people to screws, I get a salesperson doing that.
0
SPEAKER_00
But and and so then I m like, hang on, let me look at these warranties again, because now I m not trusting anything.
0
SPEAKER_00
Well, I m sure we were going to spend a ton of money on these extended warranties.
0
SPEAKER_00
We canceled them all right there.
0
SPEAKER_00
this guy lost his crap.
0
SPEAKER_00
He was so mad at us.
0
SPEAKER_00
And we felt like we did something wrong, you know?
0
SPEAKER_00
He s like, what did I do?
0
SPEAKER_00
So we were all hot and heavy on it.
0
SPEAKER_00
What changed?
0
SPEAKER_00
I m like, well, there were mistakes.
0
SPEAKER_00
Just because a few typos, you re going to cancel the whole warranty.
0
SPEAKER_00
And I m like, it s done now.
0
SPEAKER_00
Now, had it not been kind of my wife s dream car, we would have canceled the whole thing.
0
SPEAKER_00
So here s the thing I want to talk about.
0
SPEAKER_00
Customer experience in all touches in all touch points those of you who sell anything that needs serviced or delivered.
0
SPEAKER_00
So if you sell it stuff or you ve got your delivery team or you sell something where you ve got account manager working on it, or even accounts payable.
0
SPEAKER_00
What are you doing to coach your team on customer experience?
0
SPEAKER_00
How is it impacting you?
0
SPEAKER_00
What can you do about it?
0
SPEAKER_00
I want to talk about that today.
0
SPEAKER_01
That s a great topic.
0
SPEAKER_00
Yeah.
0
SPEAKER_01
It s a great topic because we ve talked on this show before about the buyer experience in the sales process, but not so much about the buyer experience after the sale is made where
0
SPEAKER_01
the delivery or the onboarding or whatever else happens.
0
SPEAKER_00
Yes.
0
SPEAKER_01
But I think it s a great cause.
0
SPEAKER_01
Yeah, that s awesome.
0
SPEAKER_00
Yes.
0
SPEAKER_00
Such a thing.
0
SPEAKER_00
So let s talk about that.
0
SPEAKER_00
And so one of the things we recommend or I think is important to do is I think everyone who touches a client or a customer and we can go back to last week s episode has to operate from the same philosophical foundation.
0
SPEAKER_00
And so Bill and I gave you some things last week.
0
SPEAKER_00
We talked about curiosity.
0
SPEAKER_00
We talked about who s selling whom.
0
SPEAKER_00
There s balance in there.
0
SPEAKER_00
And I think it s interesting if the salesperson maintains one of those.
0
SPEAKER_00
So let s say like a healthy balance.
0
SPEAKER_00
Like in my case, there was no pressure through the car sales process whatsoever.
0
SPEAKER_00
It felt very balanced.
0
SPEAKER_00
When we got to that point in the F&I office, it felt massive pressure.
0
SPEAKER_00
I felt massive pressure to the point where we canceled a bunch of warranties.
0
SPEAKER_00
So I think if you are a salesperson listening to this, you need to bring this, forward this to your, whomever, you know, your chief account manager or whoever does the onboarding and say, hey, are we operating on the same philosophy here?
0
SPEAKER_00
You know, is the, let s do onboarding.
0
SPEAKER_00
I m always intrigued when you get onboarded and nobody asks you anything about what you bought.
0
SPEAKER_00
So I know I talked to Brian about his experience, but I d love to hear from you specifically, Bill, just to get started here.
0
SPEAKER_00
So what brought us to here?
0
SPEAKER_00
What about what you saw from Brian and us and our software made you think, hey, let s do this?
0
SPEAKER_00
I d love to hear from you directly.
0
SPEAKER_00
Never.
0
SPEAKER_00
Almost never.
0
SPEAKER_00
Okay, well, welcome.
0
SPEAKER_00
We re glad to have you on board.
0
SPEAKER_00
So here s what we ll do.
0
SPEAKER_00
Let s go ahead and get you logged in.
0
SPEAKER_01
Yeah, I would even say along with that is an appreciation for them, not just why did you decide to come with us or to do this, but look, I know a lot of the people around here are really excited about working with you and we ve heard a lot about you from Brian and we appreciate the confidence and we re going to do everything we can to make sure that you, we instill that confidence and we re going to be fine.
1
SPEAKER_00
I m really looking forward.
1
SPEAKER_00
Something like that.
1
SPEAKER_00
I mean, because after a person signs or whatever the transaction is, that s their most vulnerable point.
1
SPEAKER_00
That s when they re asking themselves, can I make the right decision?
1
SPEAKER_00
Well, I ve kind of made it now.
1
SPEAKER_00
But man, if you come out of the chutes, as we used to say in Indy racing, we come out of the chutes with, hey, I m Brian.
1
SPEAKER_00
Bill s my colleague.
1
SPEAKER_00
We are so appreciative.
1
SPEAKER_00
I m interested to know why.
1
SPEAKER_00
Man, that just settles the nerves.
1
SPEAKER_01
It just settles the nerves.
1
SPEAKER_01
Yes.
1
SPEAKER_01
I feel cared for.
1
SPEAKER_01
I feel heard.
1
SPEAKER_01
I feel listened to, that sort of stuff.
1
SPEAKER_01
Versus, OK, we ll get you onboarded here real quick, get you on your way.
1
SPEAKER_01
And you re like, huh?
1
SPEAKER_01
It s very transactional.
1
SPEAKER_01
It s true.
1
SPEAKER_00
And I think that
1
SPEAKER_00
In a time, and this is going to sound like old man talk here, but at a time when customer service is not at an all-time high.
1
SPEAKER_00
We ll just put that out there.
1
SPEAKER_00
It s not an all-time high.
1
SPEAKER_00
So when you can be high in customer service after the customer buys onboarding client service, whatever you want to call it, you d stand heads and shoulders.
1
SPEAKER_00
And that s when the referrals start to happen.
1
SPEAKER_00
Oh, man, you re thinking about sales coaching.
1
SPEAKER_00
You ve got to go to these guys.
1
SPEAKER_00
You just have to.
1
SPEAKER_00
You should see their onboarding.
1
SPEAKER_00
That s how you get referrals, you get the customer excited.
1
SPEAKER_00
So I think that s a great topic.
1
SPEAKER_00
What I was thinking about, well, how does one
1
SPEAKER_00
how does one determine or understand what their onboarding process is?
1
SPEAKER_00
And like we ve said in the, on the episodes in the past is if it s not documented, it s not a process.
1
SPEAKER_01
Amen.
1
SPEAKER_00
And I would go to whoever that person is in the company that takes the client from once they become a client to execution or delivery and just have them produce the document.
1
SPEAKER_00
Let s talk about how, how does this all work?
1
SPEAKER_00
And is there any warm and fuzzy?
1
SPEAKER_00
Is there any cookies that get sent or flowers or,
1
SPEAKER_00
or onboarding documents, or a video welcome from the owner, or is there any of that?
1
SPEAKER_00
And there s probably not.
1
SPEAKER_00
There s probably not.
1
SPEAKER_01
That s a great test for those of you listening.
1
SPEAKER_01
Can you print out, or if you re on Zoom, share screen without any prep, like right now, your onboarding process?
1
SPEAKER_01
And if you can t, there s a to-do from today s episode.
1
SPEAKER_01
You got to be able to do that.
1
SPEAKER_01
And ours is documented.
1
SPEAKER_01
We have a document.
1
SPEAKER_01
I could show you.
1
SPEAKER_01
It s exactly what you said.
1
SPEAKER_01
It s never perfect.
1
SPEAKER_01
I m not saying but we have it for sure Yeah, we did not have it two years ago.
1
SPEAKER_00
And then as you as you experience and as you meaning the listener experience Buying from somebody who really does it right steal steal the idea exactly man.
1
SPEAKER_00
They sent me this great.
1
SPEAKER_00
Yes of They sent me this Zamboni model
1
SPEAKER_01
Zamboni with Palmer s name on it.
1
SPEAKER_01
Yeah, it s a little because it s Denver and all.
1
SPEAKER_01
Yeah, a little little Zamboni with Palmer s name on the side.
1
SPEAKER_00
But why not?
1
SPEAKER_00
Right?
1
SPEAKER_00
Just think about when you re when you re the buyer.
1
SPEAKER_00
Learn, learn from that, because you ll get some great ideas.
1
SPEAKER_00
I mean,
1
SPEAKER_00
Apple is really good at that.
1
SPEAKER_00
And they don t even have personal contact.
1
SPEAKER_00
They re just the way the product shows up and the way the box is all cool and hip.
1
SPEAKER_00
I mean, just think about how we deliver not just the product itself and the service, but also all those things around it, which can make a huge difference.
1
SPEAKER_00
And like you said, Brian, if you can t document it, it probably doesn t exist, or it s not consistent.
1
SPEAKER_01
Yes.
1
SPEAKER_01
This is it, so here s it, now you said that.
1
SPEAKER_01
It works both ways.
1
SPEAKER_01
So when Bill says, you know, pay attention, learn from it, it s good and bad.
1
SPEAKER_01
So I learned from this F&I experience, don t do that.
1
SPEAKER_01
And if I was the owner, Steph was even talking, if I was the owner of that dealership, if I heard that, man, that would have been really bad.
1
SPEAKER_01
I had an Amazon problem.
1
SPEAKER_01
Did you know you can talk to someone on Amazon?
1
SPEAKER_01
I didn t know that.
1
SPEAKER_01
I had a thing come in and it was late.
1
SPEAKER_01
It was marked delivered, not delivered.
1
SPEAKER_01
My first thought is it got stolen.
1
SPEAKER_01
Then I walk and I call and I go on the thing, you need help.
1
SPEAKER_01
There s this button that says talk to someone.
1
SPEAKER_01
I hit it, they called me.
1
SPEAKER_01
I was on the phone for 20 seconds.
1
SPEAKER_01
I mean, it was so fast.
1
SPEAKER_01
And she s like, let me look.
1
SPEAKER_01
She goes, hang on, let me put you on hold real quick.
1
SPEAKER_01
She s great.
1
SPEAKER_01
I found the problem.
1
SPEAKER_01
The delivery team mistakenly marked that.
1
SPEAKER_01
It will be expedited tomorrow.
1
SPEAKER_01
Then it wasn t there tomorrow.
1
SPEAKER_01
And I m like, I need this thing.
1
SPEAKER_01
I really needed this thing for like the next morning.
1
SPEAKER_01
She s like, hang on, let me look.
1
SPEAKER_01
She goes, the driver s about just over a mile from you.
1
SPEAKER_01
He should be there within the next 10 to 12 minutes.
1
SPEAKER_01
And he was.
1
SPEAKER_01
I was like, blown away.
1
SPEAKER_01
Blown away.
1
SPEAKER_01
I m like, no wonder Bezos just bought a $400 million yacht.
1
SPEAKER_01
He deserves it.
1
SPEAKER_01
Because he solved the biggest problem on the earth.
1
SPEAKER_01
I mean, it was unreal how great it was.
1
SPEAKER_01
And I didn t think I would be able to talk to someone in Amazon.
1
SPEAKER_01
I just assumed because they re so big.
1
SPEAKER_01
It s the opposite.
1
SPEAKER_00
I remember we bought a blower, like a Husqvarna or something blower for like grass and snow, not snow, grass and things like that.
1
SPEAKER_00
And so it s a little gas powered thing and we got it and it just didn t work.
1
SPEAKER_00
It was something wrong with it.
1
SPEAKER_00
We d had it for about a month and we called and a lady gets right back to us.
1
SPEAKER_00
She goes, we ll send you out another one.
1
SPEAKER_00
I said, well, how do I send this back?
1
SPEAKER_00
She goes, don t, just keep it.
1
SPEAKER_00
It was a $200 thing.
1
SPEAKER_00
She goes, we don t want you to, it s got gas in it, it s flammable, even if you pour it out, we would just prefer to take care of you, we re just gonna send you another and you can do whatever, you can sell it on eBay or whatever.
1
SPEAKER_00
So, that s Amazon.
1
SPEAKER_01
That s it, this thing I brought, I mean, you could have scammed them all day.
1
SPEAKER_01
Yeah, I could have said, I never got this thing, you know what I mean?
1
SPEAKER_01
And it was expensive, it was about 400 bucks.
1
SPEAKER_01
And she said, she goes, I ll send you a new one out right now, it ll be there Friday morning.
1
SPEAKER_01
I m like, I need it Thursday night.
1
SPEAKER_01
She s like, well, let me figure it out.
1
SPEAKER_01
She found it.
1
SPEAKER_01
I mean, man, but talk about experience.
1
SPEAKER_01
Phenomenal.
1
SPEAKER_00
So if you re in a company that, let s just say that you don t have, you go to this person who s in your company who s in charge of onboarding and they don t have a documentation and you are suspicious that, I m not sure onboarding is really our strong point, set up a meeting, talk to your VP or talk to the CEO and say, look, we ve got to get this right because other people are getting it right.
1
SPEAKER_00
Because it really doesn t cost that much to get it right.
1
SPEAKER_00
We re not talking about sending out masses of quantity of goodies.
1
SPEAKER_00
We re talking about get the philosophy right, get the strategy and the tactics right, and it s cheap.
1
SPEAKER_00
It s cheap insurance that that person is going to stay, especially if you re in a business where you want them to stay for a long period of time.
1
SPEAKER_00
First 30 days are really crucial.
1
SPEAKER_00
So assemble a meeting.
1
SPEAKER_00
get some ideas don t come to that meeting empty-handed come with say look here s here s the way i think we should work it we need to document it here s step one and here s here s what we could send in between step one and step two or you know again i still get back to i think if the ceo of your company is not a part of the sales process i think you have him or her shoot a video you could be it could be just for that client if it s a good side client or
1
SPEAKER_00
It could be a generic video that s hidden behind a firewall and say, here s our CEO welcoming you.
1
SPEAKER_00
If it s a big deal, I would say your CEO needs to cut a video just for that customer.
1
SPEAKER_00
But I know that s asking a little much.
1
SPEAKER_01
So true.
1
SPEAKER_01
It s the month of May here in Indianapolis.
1
SPEAKER_01
We know that means the Indianapolis 500 and the president of the Indianapolis Motor Speedway, Doug Bowles, does this.
1
SPEAKER_01
He makes 10 calls every Friday to season ticket holders.
1
SPEAKER_01
Three of them never believe it s him and hang up on him.
1
SPEAKER_01
And all he does is say, I want to say thanks a lot.
1
SPEAKER_01
How was your experience last year?
1
SPEAKER_01
Gets their backstory.
1
SPEAKER_01
How long, how many races you ve been to?
1
SPEAKER_01
I started going with my dad when I was like nine, 1978.
1
SPEAKER_01
That s awesome.
1
SPEAKER_01
Anything we could do to make the experience better for you guys?
1
SPEAKER_01
Well, I just want to say thanks.
1
SPEAKER_01
Yeah.
1
SPEAKER_01
People love the tiny, you said it, when you said it doesn t cost a lot.
1
SPEAKER_01
It s just the littlest things can help your experience so much.
1
SPEAKER_01
And then everyone brags on you.
1
SPEAKER_01
They tell everybody the smallest little thing.
1
SPEAKER_01
You don t need some big gift.
1
SPEAKER_00
Any final words of wisdom here on this topic of buyer experience?
1
SPEAKER_01
I wrote down, you do need to, I m just adding on to what Bill said, pick a date.
1
SPEAKER_01
If you don t have one.
1
SPEAKER_01
You need to just push for a date to have version 1.0 done by a time.
1
SPEAKER_01
Don t just start meeting and talking about it.
1
SPEAKER_01
Say we re going to have version 1.0 done by June 28th.
1
SPEAKER_01
Yep.
1
SPEAKER_01
And you can drive it as a salesperson.
1
SPEAKER_01
It will, it will, it s a great thing for you to do.
1
SPEAKER_01
And here s what s great about it.
1
SPEAKER_01
People like, well, it s not really a salesperson s job, whatever customer experience is your job.
1
SPEAKER_01
And if anybody wants to argue, like we re really not really worried about customer experience, then they re, they ll get eaten alive.
1
SPEAKER_01
So they can t argue with you.
1
SPEAKER_00
Yeah, because you can even use the onboarding process and the sales process
2
SPEAKER_00
And say, look, as you get down near the end, you can say, here s typically what happens if we work together.
2
SPEAKER_00
Here s what happens.
2
SPEAKER_00
And you can just lay out.
2
SPEAKER_00
You don t have to say, we send you a bunch of cookies.
2
SPEAKER_00
But you could say, look, step one is this.
2
SPEAKER_00
We introduce you to these people.
2
SPEAKER_00
There s a video from our owner.
2
SPEAKER_00
So use it as part of the sales process, too.
2
SPEAKER_00
It doesn t have to be a secret until they buy.
2
SPEAKER_00
Bring it out, truck it out there, because you re going to find that very few of your competitors do it right, and more will do it right in the coming years.
2
SPEAKER_00
Because keeping customers is going to be, I think, personally, I think it s going to be a huge initiative for companies going forward, because retention is so important.
2
SPEAKER_00
And in the SaaS world and other worlds, retention is two or three years, and then they re gone, and it s just too expensive to get new clients.
2
SPEAKER_00
So as the cost of acquiring new clients goes up, the importance of retention goes up too.
2
SPEAKER_00
So good.
2
SPEAKER_01
Think I m gonna start sending people a gently used gas-powered Husqvarna leaf briller.
2
SPEAKER_00
Thanks for coming on.
2
SPEAKER_01
If you haven t joined already, advancedsellingpodcast.com slash insider.
2
SPEAKER_01
Go be a part of that group.
2
SPEAKER_01
That meets the first Friday of every month.
2
SPEAKER_01
Fantastic program.
2
SPEAKER_01
Big bang for the buck in that one.
2
SPEAKER_01
Live coaching from Bill Kasky.
2
SPEAKER_01
And I recommend everybody take a look at that.
2
SPEAKER_01
And tell a friend about the Advanced Selling Podcast, would you?
2
SPEAKER_01
Just forward it to a friend.
2
SPEAKER_01
What a great thing to do.
2
SPEAKER_01
Another little experience.
2
SPEAKER_01
Hey, here s a podcast I listened to.
2
SPEAKER_01
I ve listened to for 17 years.
2
SPEAKER_01
You should check it out.
2
SPEAKER_00
Still don t know what they re talking about, but I like them.
2
SPEAKER_00
Okay.
2
SPEAKER_00
All right.
2
SPEAKER_00
See you next time.
2
SPEAKER_00
Bye.
2
SPEAKER_00
Bye.