0
SPEAKER_01
Where do we start this?
0
SPEAKER_01
An answer doesn t matter.
0
SPEAKER_01
We re having a good time.
0
SPEAKER_00
He couldn t wait to get in here.
0
SPEAKER_01
You need sales balls to make sales calls.
0
SPEAKER_01
I m tweeting that puppy.
0
SPEAKER_01
Okay.
0
SPEAKER_01
Welcome to the Cellar Dye Podcast.
0
SPEAKER_01
We re your hosts, Jeffrey.
0
SPEAKER_01
And Jen Gietemer.
0
SPEAKER_01
I m the author of The Little Red Book of Selling and 15 other bestselling books and the creator of the seven figure sales formula program.
0
SPEAKER_01
I grew up in Philadelphia, sold in New York City, but was smart enough to move to Charlotte, North Carolina.
0
SPEAKER_00
And I m the author of Sales in a New York Minute and creator of Breakthrough Business Babe Community.
0
SPEAKER_00
Fun fact, I m obsessed with our dogs and consider them humans.
0
SPEAKER_00
If you have a dog, you know exactly what I m talking about.
0
SPEAKER_01
SellerDai is for sales professionals, sales people, sales managers, entrepreneurs, and business owners who want to sell more at full price
0
SPEAKER_01
earn loyalty, and have an unlimited stream of referrals.
0
SPEAKER_00
Every single episode is gonna give you real-world, easy-to-implement solutions so that you can get your calls returned, your proposals read and acted on, all while creating relationships that you can take all the way to the bank.
0
SPEAKER_01
It s time to sell or die.
0
SPEAKER_01
This is a special edition of Sell or Die because it affects every single one of us literally every single day.
0
SPEAKER_01
Think about the last time you got lousy service.
0
SPEAKER_01
My bet is that it s top of mind.
0
SPEAKER_01
You can think of the exact incident
0
SPEAKER_01
and what you thought about at the time and maybe even told somebody else about, maybe even posted something negative about them and their one star capability or their one point capability out of five.
0
SPEAKER_01
Now, then think about the positive experience that you had.
0
SPEAKER_01
Great service.
0
SPEAKER_01
I ll bet it s harder to remember.
0
SPEAKER_01
I ll bet that the thought was fleeting, and I ll bet you told maybe somebody, but most likely nobody.
0
SPEAKER_01
Lousy service dominates our society.
0
SPEAKER_01
People do absolutely nothing about it.
0
SPEAKER_01
When I complain about it, my thoughts are very simple.
0
SPEAKER_01
Fire the idiot that hired him, or fire the idiot that trained him.
0
SPEAKER_01
Don t worry about the person that committed the deal.
0
SPEAKER_01
Well, who was it?
0
SPEAKER_01
Not who was it.
0
SPEAKER_01
That has nothing to do with their lousy service.
0
SPEAKER_01
The training is their lousy service.
0
SPEAKER_01
So chime in, Jenny.
0
SPEAKER_01
Tell me what happened the other day.
0
SPEAKER_00
Well, I was at Best Buy, which was 45 minutes away, inconvenient to get to, but whatever, I chose to drive there.
0
SPEAKER_00
And it said on their website, you know, you can check inventory now because ever since COVID, they really have a robust system of pickup and takeaway, right?
0
SPEAKER_00
Without even having to go into the store.
0
SPEAKER_00
And so I knew that they had inventory on the projector that we, on a projector.
0
SPEAKER_00
Okay, actually, it looked like online they had inventory on multiple projectors, but when I got there, the guy said, oh, no, no, no.
0
SPEAKER_00
See all of these with the red dot?
0
SPEAKER_00
I said, yes.
0
SPEAKER_00
He says, the red dot means we don t have them in stock.
0
SPEAKER_00
I said, oh, okay, well, you have one in stock, right?
0
SPEAKER_00
He said, yes.
0
SPEAKER_00
I said, perfect, because all I need is one projector.
0
SPEAKER_00
Unfortunately, it s one that s $799 and not your $399 one that actually is better than the $799 one, just specs wise.
0
SPEAKER_00
But I need a projector.
0
SPEAKER_00
I need it for two days from now.
0
SPEAKER_00
So I ll buy it.
0
SPEAKER_00
And he said, great.
0
SPEAKER_00
So he looked at the top of the shelves.
0
SPEAKER_00
I haven t been to Best Buy in a while.
0
SPEAKER_00
And now they re putting all the inventory in the store, not like behind the store.
0
SPEAKER_00
So they had inventory up and around.
0
SPEAKER_00
He looked all over.
0
SPEAKER_00
He couldn t find it.
0
SPEAKER_00
He got on a ladder.
0
SPEAKER_00
He goes, do you want me to get on the ladder to look?
0
SPEAKER_00
No pal, I want you to keep your hands in your pocket.
0
SPEAKER_00
Do you want me to get on the ladder?
0
SPEAKER_00
I was about to get on the ladder.
0
SPEAKER_00
I don t care.
0
SPEAKER_00
Someone needs to get on the ladder.
0
SPEAKER_00
Anyway, then he says, well, I can t find it.
0
SPEAKER_00
So I ll ask the warehouse.
0
SPEAKER_00
I said, okay, cool.
0
SPEAKER_00
So I figured it would just be in the warehouse.
0
SPEAKER_00
Easy solution, no problem.
0
SPEAKER_00
So I wait around about two minutes, and he comes back, because they must have done a very extensive warehouse search in those two minutes.
0
SPEAKER_00
And he says they couldn t find it in the warehouse.
0
SPEAKER_00
I said, oh, well, why don t we look again on the top shelves?
0
SPEAKER_00
So he s very accommodating, says no problem.
0
SPEAKER_00
And I said, okay, well, since now we can t find it again on the top shelves, could you ask the warehouse to look again?
0
SPEAKER_00
And he said, no.
0
SPEAKER_00
And I thought he was like kidding.
0
SPEAKER_00
I thought maybe I misheard him.
0
SPEAKER_00
So I was like, what?
0
SPEAKER_00
Say what?
0
SPEAKER_00
He said, no, no, no.
0
SPEAKER_00
They can t waste their time looking again.
0
SPEAKER_00
Seriously?
0
SPEAKER_00
Yeah.
0
SPEAKER_00
I want to buy a $799 projector that s really worth $200 as seen by the comparison of the other specs of projectors.
0
SPEAKER_00
And you can t look again?
0
SPEAKER_00
Not an acceptable response.
0
SPEAKER_00
But here s the problem.
0
SPEAKER_00
This was a nice kid.
0
SPEAKER_00
He wasn t trying to be a jerk.
0
SPEAKER_00
He was just never trained in customer service.
0
SPEAKER_00
He literally had no idea that he offended me.
0
SPEAKER_00
He had no idea that this was the dumbest response known in history of responses to consumers.
0
SPEAKER_00
He had no idea that if I had bought this projector,
0
SPEAKER_00
what it would do for me and what that would mean, and that probably the profit margin for Best Buy was pretty high, would have way more than covered his hourly pay so that he could get paid again tomorrow.
0
SPEAKER_00
But none of these things crossed his mind.
0
SPEAKER_01
Right.
0
SPEAKER_01
And the average person, when you are rejected by any kind of a store because they don t, quote, have it, offer no alternatives.
0
SPEAKER_01
think it s okay that the customer just walks away without making the purchase.
0
SPEAKER_01
And the salesperson is blase about it because it doesn t affect them.
0
SPEAKER_00
Well, here s the reality.
0
SPEAKER_00
If they don t have the projector, that doesn t mean I don t need a projector anymore.
0
SPEAKER_00
I still needed a projector for two days from now.
0
SPEAKER_00
So it means I m going to buy it from someone else.
0
SPEAKER_01
Right.
0
SPEAKER_01
So that s a challenge that each of you
0
SPEAKER_01
I asked you to think about your last piece of lousy service.
0
SPEAKER_01
It probably happened within the last week and it probably was more than you were able to contain without at least making some kind of comment about it.
0
SPEAKER_01
It s unbelievable.
0
SPEAKER_01
Now, I will tell you that there s a French bakery here on the Isle of Palms where I kind of know the people and they kind of know me and we kind of like each other and we have a mutual friend.
0
SPEAKER_01
And what happened was, there s a long line at the bakery, but I d phoned my order in and they knew who I was.
0
SPEAKER_01
And all of a sudden, the guy who works in the kitchen, he s a really nice guy, comes out, walks all the way to the back of the line with a bag, hands it to me and says, here s all your stuff, pay me tomorrow.
0
SPEAKER_01
Like, cool.
0
SPEAKER_01
Okay, so that s what you re supposed to do.
0
SPEAKER_01
You think I m not going to pay them?
0
SPEAKER_01
You think, well, I got away with that.
0
SPEAKER_01
I ll never pay those people.
0
SPEAKER_01
No, I m going to give them double.
0
SPEAKER_01
And we re going there tomorrow to get 10 sandwiches from them.
0
SPEAKER_01
I mean, listen, if you do the right thing, you get the right results.
0
SPEAKER_01
If you do the wrong thing, somebody talks about the fact that Best Buy is a bunch of jackasses.
0
SPEAKER_01
who don t really care about the customer whatsoever.
0
SPEAKER_01
They do the most expedient thing possible.
0
SPEAKER_01
And if they can t find it, they re not gonna bother to look for it that deep.
0
SPEAKER_01
That s how I look at it.
0
SPEAKER_01
You?
0
SPEAKER_00
Yeah, I mean, you know, like you were saying in the beginning, it s the trainer, right?
0
SPEAKER_00
No one told this kid who was trying to help.
0
SPEAKER_00
I mean, I keep calling him a kid because he literally was a child.
0
SPEAKER_00
But no one trained him to say, hey, I m not solving your problem.
0
SPEAKER_00
Let me figure out.
0
SPEAKER_00
You have a problem.
0
SPEAKER_00
Let s figure out a solution.
0
SPEAKER_00
You need a projector.
0
SPEAKER_00
So let s look at the three other best buys in the area.
1
SPEAKER_01
Okay.
1
SPEAKER_01
And then if they don t have them, here s what we re going to do next.
1
SPEAKER_01
And if they don t have them, I m going to help you go on Amazon to find a projector that same day or next day delivery.
1
SPEAKER_01
Right.
1
SPEAKER_01
But no one, because how many people would I have told that story to?
1
SPEAKER_01
How many, if this kid did all that to try and help me,
1
SPEAKER_01
I would be so loyal to that Best Buy forever that we d be buying everything.
1
SPEAKER_01
We d be buying Reese s Peanut Butter Cups from the 45-minute away Best Buy.
1
SPEAKER_00
And there you go, Diehard.
1
SPEAKER_00
This is for you.
1
SPEAKER_00
This story is for you.
1
SPEAKER_00
You know exactly what s going on right now.
1
SPEAKER_00
We drew the story out a little bit so you could be thinking and writing about your own stuff.
1
SPEAKER_00
Document your shit stories and document your good stories and my bet is it s ten to one for the shit That s my bet.
1
SPEAKER_01
Here s the deal whether you re an entrepreneur who has a salesperson or You re a small business owner or business owner with sales people or you re a CEO of VP of sales with a sales team and
1
SPEAKER_01
Training is so important.
1
SPEAKER_01
And everyone will give you an excuse as to why they don t need training.
1
SPEAKER_01
I m going to give you two examples.
1
SPEAKER_00
Business is real good right now.
1
SPEAKER_01
That s exactly where I was going to go.
1
SPEAKER_01
Business is real good.
1
SPEAKER_01
We don t need training.
1
SPEAKER_01
Business is so crappy, we can t invest in training.
1
SPEAKER_01
People will give you every example under the planet, every excuse under the planet to not invest in training.
1
SPEAKER_01
But the companies that are going to thrive, no matter what, in the best of times and the worst of times, they re the ones training.
1
SPEAKER_00
invest in people, the dividends are phenomenal.
1
SPEAKER_00
I would like to bid you adieu, but let s meet over at the Best Buy and see what s going on over there.
1
SPEAKER_01
You want to go to the projector section?
1
SPEAKER_00
Yeah, let s go.
1
SPEAKER_00
That s a game we play at Best Buy, find the jackass.
1
SPEAKER_01
If you follow me on Instagram, which I had no idea I found out today that people were like really intently watching my stories about this projector, you will know that I offered them training.
1
SPEAKER_01
I invited them to contact us to purchase training.
1
SPEAKER_01
Doesn t it sound nicer that way?
1
SPEAKER_01
We invited them to contact us to purchase training because they need it.
1
SPEAKER_01
And you may need it too.
1
SPEAKER_01
And that s why the Insiders Club is where it s at.
1
SPEAKER_00
So if you suck at service,
1
SPEAKER_01
or you want your people to not suck at service.
1
SPEAKER_00
Now you re talking.
1
SPEAKER_01
Go to gittmer.com slash insiders club.
1
SPEAKER_01
We ll put that in the show notes.
1
SPEAKER_01
Jeffrey, you know what?
1
SPEAKER_01
I know you want to go.
1
SPEAKER_01
I know you want to go, but we have one more story to tell.
1
SPEAKER_01
It s one of those pie in the face kind of stories.
1
SPEAKER_00
Go.
1
SPEAKER_01
It s one of those.
1
SPEAKER_00
Oh, I got you.
1
SPEAKER_00
I tried to, we have our mastermind coming to town this weekend, and I wanted to get them something special for dessert, because we re already having this classic buffet dinner at Pappy s, but they have no dessert there.
1
SPEAKER_01
Well, they had churros, but you don t want churros.
1
SPEAKER_00
They had no dessert there.
1
SPEAKER_00
And so I call over to the restaurant where they have the best key lime pie on the planet.
1
SPEAKER_00
I said, how much for a whole pie?
1
SPEAKER_00
He goes, well, we sell it by the slice.
1
SPEAKER_00
No, I want a whole pie.
1
SPEAKER_00
Well, we sell, that s our pricing, but it was like $80 for a pie because they sell it by the slice.
1
SPEAKER_00
Okay, well, and I don t know if we ll have them or not when you call up to order them.
1
SPEAKER_00
I go, dude.
1
SPEAKER_01
They make their pies in-house.
1
SPEAKER_01
I just like, I can t.
1
SPEAKER_01
I just can t.
1
SPEAKER_01
Oh my God.
1
SPEAKER_00
I want you guys to understand that stupidity reigns supreme.
1
SPEAKER_00
And if you have stupid people, the best thing you can do, don t just fire them, get them a job at the competitor that you hate the most and let them piss people off over there.
1
SPEAKER_00
In the meantime, Jen and I are standing by to help you and serve you.
1
SPEAKER_00
Look in the show notes if you want to play with us, we would love
1
SPEAKER_00
to entertain you.
1
SPEAKER_00
I m Jeffrey Gittemer.
1
SPEAKER_01
And I m Jane Gittemer.
1
SPEAKER_00
And we re saying goodbye and get great service and give great service even if your ass falls off.
1
SPEAKER_00
Thank you so much for listening to Sell or Die.
1
SPEAKER_00
We hope that this episode has helped you transform the way you think, giving you new ideas, and provided you a new perspective on the sales and business challenges that you face every day, so you can get out there and win the customer all the way to the bank.
1
SPEAKER_01
If you enjoyed this episode, please take a second to rate and review.
1
SPEAKER_01
Each review helps us help more people just like you make a difference in this world.
1
SPEAKER_01
Don t forget to take a screenshot, share it in your Instagram stories and tag us at Jeffrey Gittimer and at Jen Gittimer.
1
SPEAKER_01
See you next week.