Category Archives for Customer Evangelist

Donald Kelly, The Sales Evangelist Podcast, Customer Retention

TSE 589: Sales From The Street-“Remember Their Name”

Donald Kelly, The Sales Evangelist Podcast, Customer RetentionHave you ever experiencing talking within someone and 5-10 minutes down the conversation, you actually don’t remember their name? Imagine this scenario with your client, asking what’s their name at the end of the presentation. How would this make them feel?

Today, I’m going to share some strategies to make that personal connection to make them want to come back to you and buy from you over and over again.

Remembering People’s Names

This is one challenge I have had or I’m still facing sometimes especially those I have just met. A quick backstory…

I went to our local dry-cleaner and then we moved but I still go back to the same place. Why? Because of Angelo, the owner of the shop, makes his customers feel special. He is so old, maybe in his 80’s. I’ve never had any conversation with him but he remembers my name.

So instead of making me look at him as just a dry-cleaner, he made me look at him as my dry-cleaner. This guy remembered my name after not coming to him for so long. And that made me feel important.

It’s a Focus Issue

If you relate this to sales, sometimes you get on the phone with people and you see their name on the list and then a few minutes after the conversation, you no longer remember the person’s name so you’d have to go back to look at the sheets or online or your CRM trying to figure out who you’re talking to.

It’s not about you having a bad memory but this comes down to a focus issue. We tend to not focus on the individual and a lot of times as a sales professional, we see the person as a dollar figure. So we don’t think about the individual behind it.

So I’ve come up with strategies to make sure you remember individual’s names:

  1. Focus on the individual.

One primary reason we can’t remember names is that we are not focusing. We are easily distracted so we don’t have that long attention span. Put your phone down. Focus on what they’re saying.

  1. Listen.

Because we’re too distracted and we’re focusing on something else, we don’t listen.

  1. Make some connection.

Maybe the person looks like someone else you know and makes that connection. Or is there something else that you can associate with that individual? Like a place or a name, you can remember from middle school. Whatever that is, find that commonality.

  1. Motivation

What is your motive behind knowing this individual’s name? What if you were asked to memorize someone’s name and just that? Well, you might say you can’t remember it. But what if you were asked to remember someone’s name and you’d be given $10,000 for it? Then your motive would totally change, right? You’re going to remember. You’re going to focus. You’re going to write it down in your mind. All because you want to get that $10,000. So what’s the motive behind you meeting with someone?

  1. Repeat the person’s name.

When they introduce their name to you, say their name too and this helps you memorize their name. Then you can also repeat the person’s name during the conversation.

Today’s Major Takeaway:

Focus on the present. Focus on the individual. Turn off the phone. Repeat the individual’s name and associate with something. Remembering somebody’s name shows them that you respect them and you appreciate them. And that goes a long way.

Episode Resources:

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Mark Ripley, Insightly, Donald Kelly, The Sales Evangelist Podcast

TSE 526: How to Build a Sales Team that Contributes to Long-Term Customer Success

Mark Ripley, Insightly, Donald Kelly, The Sales Evangelist Podcast Sometimes we tend to overlook the impact of treating our customers right when in fact it’s one of the most critical things to having long-term customer success. Your customers should not merely be transactional.

Today’s guest is Mark Ripley and shares with us great insights into building that long-term customer success. Mark runs sales for Insightly, which builds CRM tools for small to medium-sized businesses. Insightly was recently named #1 CRM for small businesses by Entrepreneur Magazine.

Here are the highlights of my conversation with Mark:

Why you need to have a long-term view of client success:

  • The customer has become the bigger king because it’s now easier for them to switch to other brands.
  • Building that customer loyalty to your company and the value you bring is critical.

Common problems with customer success:

  1. Communication between sales and customer support.

Put a lot of energy upfront into building that process. Customers should never know the difference that they’re already going from sales to CS so they will have a wonderful experience all the way through.

Strategies to smoothly hand-off your customer from sales to CS:

  1. For the velocity play.
  • Figure out what information is really critical for CS to have to ensure wonderful customer experience.
  • Narrow it down to the key core things that’s realistic for sales to put into the CRM system and what’s really mission-critical for the CS person to have.
  • Warm hand-off. There should be a minimum of email introduction from the sales rep to the CS rep.
  1. For larger deals with more complex needs.

Pre-sale: Think about bringing CS in pre-sale. You want to bring a CS leader or manager to come in and walk them through that to give them a high degree of confidence. Then ask your customers what success looks like for them. This assures them that you have a legit process.

Post-sale: Every 90 days, the CS person and the sales rep will reconnect and get together on the phone to figure out and track things. This is also a great way to unveil up-sell opportunities.

The Red Carpet Treatment

Give your customer the red carpet treatment throughout the sales process. Keep making them feel amazing.

The Concept of Perceived Value

People’s perception of you can go a long way. So you have to be able to create that perception to your prospects in a way that they want to do business with you and that you care about them. Create whatever you like in terms of that perceived value.

How to help your sales team have a long-term vision of client success:

  1. Create a “tiger” team focused on improving customer experience.

Their whole mission is to find solutions to constantly improve the customer experience so it gets better and better over time.

  1. Set up a great sales structure that gives inherent motivation for the sales rep.

At Insightly, when an account executive signs a new customer, they get to keep the customer so if they buy again in the future, they come back to that account executive.

  1. Leverage relationships.

Build a relationship. Build trust. Understand your customer and leverage that so the customer continues to have an even more amazing experience.

Balancing new business and current customers:

  1. Have very clear role definitions.

Build those role definitions based on what your goals are.

  1. Set roles that are very specific to different functions.
  2. Communication.
  • Have a CRM that allows a very consistent way to communicate so the communication transfers between the two parties in a seamless, effective way.
  • Set expectations. 95% of problems or challenges can be traced all the way back to misaligned expectations due to lack of communication.

Mark’s Major Takeaway:

Focus on people first. Hire the right people. Set the roles the right way and make sure they’re in a place where they can continually grow. Set those up and empower them and that’s the key to building long-term growth-oriented teams.

Episode Resources:

Connect with Mark Ripley through email at mark@insightly.com.

Insightly

The Alchemist by Paulo Coelho

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Customer Service, New Customers, Buyers, Procurementa

TSE 427: Sell The Way They Buy!

Customer Service, New Customers, Buyers, Procurementa There’s something I want to propose to you, sell the way that your clients like to buy. It’s a simple but often overlooked principle by many businesses.

Many companies focus on the sales, marketing, and figures which should be the case, but they they tend to have forgotten another major ingredient – Is this the way the customer is going to buy the product? Do they buy in a 3-step process? Or do they have a 6-step process?

So here are a few things for you to understand, and really, hopefully, you take these by heart.

People are still people.

The things you do online should be directly correlated to who you are in person. People you find online are still people. So you can’t just suddenly tell them to buy a product in three steps when they actually have a different process for that which could consist of 5 steps or 6 steps.

Find out who makes the purchases.

Most large companies have a procurement department that is in charge of the final purchase. Sure, you may have sold it to a decision-maker and they’ve already signed off. But you still have to understand that they might have some procurement process that you need to go through.

Additionally, government organizations have a very different and quite longer procurement process so you have to be aware of that.

So make friends with the procurement department and find out what their process is.

Consider the company size.

When working with small organizations, they may be making purchases more in recurring revenues rather than a large lump sum.

Today’s major takeaway:

Sit down and write out a process of how your customers buy. Reach out to their departments and find out what they need to do, what documents are needed, etc. Don’t get stuck in contract hell. Learn all the details. Think like the client. And have their best interest in mind.

Episode Resources:

TSE Episode 083: How to Avoid Contract Hell

Don’t give boring presentations. Don’t give boring presentations. Don’t give boring presentations. Nope, this isn’t an error. We just can’t stress enough how PowerPoint presentations can be so boring and it’s time to put an end to that and welcome a new way of presenting that heightens customer experience and engagement. Get a full demonstration of Prezi Business and see the power it has in action. Just go to www.prezi.com/TSE to help you tell more compelling, value-driven stories to your prospects.

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Jared Easley, Donald Kelly, The Sales Evangelist, Best Sales Podcast

TSE 306: Treat Your Customers Right and They Will Evangelize For You

Jared Easley, Donald Kelly, The Sales Evangelist, Best Sales PodcastToday, we’re going to talk about the power of treating your customers right. Treat them the way they need to be treated and they could actually become evangelizers for you. I’m bringing in Jared Easley on the show today as he shares with us how he experienced terrible customer service and how he dealt with it to fix the situation by giving an honest review to make him heard.

Jared Easley is the co-founder of Podcast Movement and is also the host of the awesome podcast Starve the Doubts. This is a fun conversation as we talk about dealing with your haters, getting around the “shiny object” syndrome, and lessons from The Walking Dead that you can actually apply to sales.

Here are the highlights of my conversation with Jared:

Some tips that Jared learned along his journey:

  1. Have key connections and relationships.

Collaborate with someone. Build relationships and they will trust you. When it’s time to pull the trigger, they’d be more confident to trust and support you.

  1. Provide value as you teach.
  2. Be authentic with your desire to help and serve others.

Lessons from Jared’s experience with Nissan:

  • If you’re not seeing reasonable results, consider leaving honest public reviews to warn people about a negative service that you tried to reconcile.
  • Don’t be afraid to pull a trigger on a negative review if the situation warrants that because it could be the catalyst to help you reconcile with the company and fix the situation.

Sales lessons you can pick up from The Walking Dead:

  1. Cooler heads prevail.

You have to keep your cool when things don’t seem to go a certain way with the pipeline. Chill out, think it through, and you would get better results. Don’t just jump because you’re frustrated or upset.

  1. Be creative.

Think of creative ways to get around challenges. Creative solutions always have a way of making things work.

  1. Collaborate with the right people.

Make sure you collaborate with the right people. Bring value to that community and then you become an intricate part of that community where you can position yourself as a leader.

  1. Make each day count.

Be willing to say you’re going to make things happen. Don’t just take a break and chill. Go for what you need to go for.

Dealing with the “shiny object” syndrome:

  • Don’t let shiny marketing make you feel like you need to jump or else you’d be missing out.
  • Know the people you’re trying to work with and where they are and focus your time and energy on those.
  • Social selling is awesome but don’t get distracted and start wasting your time.

Jared’s Major Takeaway:

Opportunity looks a lot like work. Just do your best and be focused. Make the most of that opportunity. Be a good steward of where you are because that’s the stepping stone to your next opportunity.

Episode Resources:

Check out Jared’s podcast Starve the Doubts

Podcast Movement

Jared’s book, Stop Chasing Influencers

Jay Baer’s book Hug Your Haters

Get a free audiobook download and a 30-day free trial at audibletrial.com/tse with over 180,000 titles to choose from for your iPhone, Android, Kindle or mp3 player.

Join Today

The Sales Evangelist, Donald Kelly, Donald C. Kelly

Donald Kelly, The Sales Evangelist, Sales Podcast, Customer Service

TSE 276: The Little Things Matter The Most With Customer Service

Donald Kelly, The Sales Evangelist, Sales Podcast, Customer Service I just had a bad experience this week and I want to share it with you because I want to emphasize the value of giving your customers what they need and treating your customers well.

You see, I had to rent an SUV since I was going up to Orlando, Florida and needed an extra ride. So, I went to a site www.carrentals.com, which I’ve always had a great experience with. I went to this third party company they referred me to (where I went for a cheaper one) called E-Z Rent a Car. But one thing I can tell you is that there is nothing easy about renting a car with them. It was a horrible and terrible experience. And you see, there are simple things that can bring great customer service. It comes from the small things.

So I’ve come up with 5 key points you need to keep in mind when providing great customer service:

  1. Everyone is in the business of sales.

Make sure you treat people the way they want to be treated. Treat them well. Personalize it and take care of them. Just be a human being. When I went to their customer service desk to get help, they made me feel like I was bothering them or wasting their time for trying to give them business.

  1. Take time for the customers.

When we went to the car, the guy responsible for collecting the paperwork was busy in another trivial conversation with an employee. So we had to wait until he was done.

  1. Educate your customers on your offers.

A guy was trying to sell us a SunPass, a prepaid toll program, but they didn’t explain anything. I refused the offer and what I got from it was that it was like my loss for not going with them. We would’ve gotten it if they had explained it well.

  1. Be mindful of the customer.

If your customers speak English, speak English. The employees there were conversing in another language. You have to treat your customers with respect by not speaking a language they don’t understand. Let them know they are important to you.

  1. Underpromise and overdeliver.

When I went to get the car, it was dirty. Worse, the inside wasn’t clean at all. Worst of all, there was no gas in the vehicle. They over promised, but under delivered. If you tell your customer you deliver the product in 3 weeks and deliver it in less time, your customers would really appreciate that. Exceed their expectation.

Episode Resources:

Seth Godin’s book, Purple Cow

Get a free audiobook download and a 30-day free trial at audibletrial.com/tse with over 180,000 titles to choose from for your iPhone, Android, Kindle or mp3 player.

The Sales Evangelist, Donald Kelly, Donald C. Kelly

The Sales Evangelist, Donald Kelly, Sales Podcast, New Business, Customers

TSE 246: How To Balance New Business v.s. Current Customers

Donald Kelly, New Business, Referrals, The Sales Evangelist PodcastCan you actually balance handling current customers and new accounts? Of course you can! Challenging? Yes, but if you’re able to get your focus on the things that need to be done to do both, then anything is possible! So let’s get down to business.

New businesses or existing business? Which do you focus on?

  1. Determine where you’re getting the most money from.

New businesses:

Cost to get a new customer (time, money, and trust)

Current customers:

Existing trust and relationship (don’t have to go through a budgeting process)

  • Find anyone in your company that can assist you in finding opportunities for current customers.
  • Weigh out the pros and cons of each and figure out the best place.
  1. You can do a combination of both new accounts and existing customers.

The key is on planning. Plan out your month in a way that you’re able to focus and plan for each account.

  1. When you call into an account regularly, be sure to address their challenges that may come up.

Work with other people in your department (e.g technicians, project managers) to help you alleviate some of those challenges. Communicate with other departments to learn and find challenges and overcome them altogether.

  1. Structure your day.

Manage your time and establish a structure so it’s easier for you to maintain and manage your accounts.

How to Gain New Businesses as You Work With Your Current Customers:

Referrals

Recognize people that your existing customers know that are of interest to you and that you need to be introduced to. To help you learn more about this, watch this free video training on how to get 50% more referrals.

Referrals, New Business Development

Episode Resources:

Get a free audiobook download and a 30-day free trial at audibletrial.com/tse with over 180,000 titles to choose from for your iPhone, Android, Kindle or mp3 player.

Join the TSE Hustlers League. This month’s focus is about getting the proper mindset, goal setting, getting pumped up, and motivation.

The Sales Evangelist, Donald Kelly, Donald C. Kelly

Joseph Michael, Scrivener Coach, Sales Pain, The Sales Evangelist

TSE 080: Identifying Your Ideal Customer’s Challenges & Speaking Their Language

Joseph Michael, Scrivener Coach, Sales Pain

During this episode I had the honor of interviewing Joseph Michael, founder of Learn Scrivener, an online training course to master the use of the scrivener writing software. Joseph is an inspirational thought leader in the areas of online entrepreneurship, life efficiency and business coaching.

Throughout our conversation for this episode Joseph and I chat about how to identify challenges for your ideal customer, how to grab their attention and being able to solve those challenges.

Here are some of the major takeaways from our discussion:

  • Anyone can create a product, but you if you can’t sell it you will have a major problem.
  • Research your ideal customers and learn their deepest challenges so that when you speak to them, you come across as an expert. When you speak to them in the form of an email, in person, over the phone, you want to speak to their needs you want them to say “that’s so me”!
  • A great way to learn from your ideal prospect is to go where they are online i.e., forms, discussion boards, blogs. Remember to no just read the content but also reach the comments and the questions that they may bring up.
  •  Follow some of the other entrepreneurs, businesses or sellers that are already asking their customers questions and learn from them on how to speak to your ideal prospect.
  •  Sometimes your ideal customer doesn’t know that they have a problem, so it becomes your responsibility as the seller or entrepreneur to educate them. This can be done through webinars, seminars, workshops etc. Go where they are and show them.
  • Always focus on the details when you are selling, especially in messaging. Sometimes it’s a minor tweak that will result in the greatest impact.
  • Learn to “give before you ask”. Customers will come back to you over and over again.
  • The person with the more knowledge about the other person will always come out on top. This requires you to study and learn more about your prospect beforehand.
  • Learn to master the art of extra touches so that you can reach out to and communicate with prospects.
  • Focus on the human to human relationship before you start selling to your ideal prospects.
  • Partner with people who have the ear of your ideal customers. This will help you grow your business significantly.
  • Make sure the look and feel of your product/service is way above par.
  • Dress for success so that your prospects first impression of you is a great one that will last.
  • Learn from the competition and how you can stand out.
  • Make sure that you niche down on your ideal customer. The more detail you can get, the better off you will be.

Check out Joseph Michael’s website:

Joseph Michael.net

Learn Scrivener Fast 

Interested in writing, but frustrated because you know where to start? Feel free to check out Learn Scrivener Fast .

Joseph’s Newest Product: Check it out below. 

ProductCreationLive.com 

Twitter@scrivener