The Customer Experience Podcast
The Customer Experience Podcast

Episode · 2 years ago

47. Asking Better Sales Questions for Greater Sales Success w/ Brian Robinson

ABOUT THIS EPISODE

“One question can change everything.”

Indeed, it can. On the latest episode of The Customer Experience Podcast, I have the pleasure of speaking with Brian Robinson, author of best-selling The Selling Formula and VP of Strategic Partnerships at Works24

Brian fills us in on:

  • His definition of great customer experience
  • How to adjust your mindset before entering a sales conversation
  • Why your questions are the main reason deals are closed or not
  • How to ask the best sales-related questions

Check out Brian’s #1 Best Seller on Amazon, The Selling Formula, for more expert advice.

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Because it's no longer a transactional conversation. It's truly a orientation towards helping another human being accomplished their goals and become all that they are hoping to become. The single most important thing you can do today is to create and deliver a better experience for your customers. Learn how sales, marketing and customer success experts create internal alignment, achieved desired outcomes and exceed customer expectations in a personal and human way. This is the customer experience podcast. Here's your host, Ethan Butte. You and your wife have eight children. Yes, and having to go on out of limb and say that there's a sales tactic or strategy that you've learned in your professional career that makes parenting eight kids more manageable. Do you have a great sales tactic that applies in the household? Yeah, duct tape. Okay, I've just I'm married an incredible wife. My wife, Cindy, is honestly one of the most awesome humans I know. She is and fantastic, awesome. So hire or recruit. Well, is how translate that into it right into a sales manager's parlance. So let's talk about customer experience, when I see those words, what comes to mind for you? What comes to mind immediately is the amount of touches that you make with a customer. I found that to be critical to maintaining the relationship such that if anything happens that's on the downside, they'll immediately feel comfortable reaching out to you to talk about it, as opposed to those touches that occur maybe once a year. In an industry where you renew business every year or two or three, and if you're not making consistent touches in between those renewal cycles, you really put yourself at disadvantage, I believe, and they're more open to look at competing options if they don't have that relationship and the continual contact. Really great thoughts there in some really important words. This this sting and touch regularly in order to be available right. This makes me think of a phrase visibility beats ability. You know, if your top of mind or you're available to me, that is going to beat out someone that may actually be more competent or more available in the more you can build relationship. Of course there's that's also a very sticky component of it. Where have you seen that go right or wrong? What are some trouble spots you've seen or some easy go to say in order to stay in touch with people in a relevant way so that you're not just shooting stuff out in order to shoot stuff out and check the box. Well, the the specific instances I'm referring to or the business were in with, our company works twenty four and our client service contacts make a touch every thirty days because we're trying to keep our clients refreshed on the content...

...that they use with our service. We provide in lobby digital signage in a lot of lobbies around the country for banks and credit unions, as well as onhold messages and overhead music. So there's a great reason to reach out and keep things fresh and that touch every thirty days helps accomplish that. The positive of that, as I mentioned, is people know they're getting touched and it's interesting when I call a client and ask about and chat with them about their renewal, they'll say, oh my gosh, yeah, Kelly or whoever the client service contact is for them has been terrific. We appreciate her, but honestly I haven't updated as much as I should and they start getting apologetic, but they know we're doing our job and it makes the renewal opportunity a lot less challenging because of that. Right. It's this idea that you, you know, behind the scenes you're providing value, you're being at service, you're doing the things you say you're going to do. But I think it's really easy to just assume that the customer knows that all that is happening and that you are actually, you know, back their delivering value in these types of things, and so that that human to human round up. You know, it makes me think of like a Qbr some other kind of like more formal reminder of Hey, this is what we said we would do, this is where we said we would be, this is where we're going next, and those types of things. I think it's so easy to take for granted the idea that, of course we're delivering a whole bunch of value. I wouldn't the client know that immediately at all the time? Yeah, and you know, we're stuck inside our bottle and we're so used to hearing our own language that it's astonishing to me how many of our clients over the years of reached out and said, I didn't know You provided in lobby digital signage in addition to onhold messages. Are you kidding me? Well, that's how stuck inside ourselves we can get and how critical the touches are. Yeah, we wind up in the same situation with aspects and features of our software. You know, for example, we launch screen recording a few years back and you know, even today we're surprising some of our longtime customers with the fact that there's another record button right over there and they can record themselves in their screen. It's so funny how deep we can get in our own situation. So this is an interesting combination. By the way, you know, a lot of the Times on this show we're talking about well, software. We've had a variety of tangible products as well, but what you're doing with works twenty four in a you know, creating or providing some experiential aspects to a physical space in addition to kind of the phone space. Talk a little bit about how the touch points that you're providing are integrated into a broader goal for a customer experience. Well, with respect to clients service and how we reach out to them. The goal here is to continue really feed new ideas every month, new ways of touching the customer through examples of new video clips we've built or Nuan hold messages we've created for our global libraries that are oriented to that particular...

...market. And what it does is it it continually prompts our client to take a look at what am I doing now and could I tweak it? Could I use this instead? And we also try to be thematic with our content so that if they haven't considered using a theme, for example, for a thirty day window, as opposed to touching one idea just once, how about using a theme and touch it multiple times in different ways so it resonates with somebody who is thinking one way or another way, but the still the theme is the same and it'll eventually pull more leads in from a cross selling perspective. Let's go into sales at a high level. You've obviously learned a ton. You've taught a ton. You do coaching, you wrote a book, you engaging conversations like these all the time. One of the one of the notes that I noticed in in prepping for this call was the roll of mindset. Talk a little bit about the role of mindset in sales. Success and maybe what holds people back. I'm guessing those two are a little bit related. MMM, definitely. I really appreciate this question. The the mindset is something I think and my training years ago with Johnson and Johnson Coca Cola mindset was not even really touched on. It was all about the process, all about the nuts and bolts, the steps you take, kind of how you handle objections, and that's all good, but what I found to be over time, almost as important, if not more important, than the actual conversation, is sitting down, and what I mentioned in the book is think about your prospect, think about the person you're about to talk with and start becoming very grateful for them. Become very thankful for them, think about what they're experiencing and I highly recommend you take a moment and just pray for them. And what does it puts you in a state of serving rather than being self serving, and I really believe you telegraph that when you get on the phone with somebody, when you walk in the office to sit down. They have a sense. I think we've kind of got a radar in us that tells us this person's really for us or not really for us. They're more for themselves. Yeah, I think you're what you're talking about is a different like this, this mindset difference is a difference that people can feel. This is so much of that. You know, I feel like the words human and authentic and some of these other words, even vulnerability, of kind of bubbled up into mainstream, as has mindfulness and not a certain mindset as well. But a lot of these things have come up and I think what we're trying to get at with all of this is that there's so much happening in a subconscious way and it's ultimately about human connection and relationship. And I don't mean relationship like I recognize that guy's face or I recognize her company's logo or these kinds of things, like the basics of of being in a very shallow definition...

...relationship, but really truly connecting with people, and that's still so fundamental, as it always has been, to success in sales and really any seat in the house. Is this a practical, in the moment thing that you're recommending, like before a call or before a meeting or a polutely? When? When and how often do you reset the mindset? MMM, before every single conversation sales conversation, sit down, take a take a moment or two. Literally takes about sixty seconds, and you go through that process of just calming yourself, thinking about that individual and, instead of focusing on the outcome, focus on the conversation and that person you're about to speak with and let's see if we can really help them. Let's ask the appropriate questions to uncover the needs that maybe they haven't even considered, that our deeper, more emotional level needs that can really touch and cause something to happen. It's really interesting because I think when you go that route, this kind of deeper level discovery with intention, it's not only a value to you as a salesperson in terms of understanding and helping move people closer to solutions or, you know, if you're an honest type of person, maybe you're not the right solution for their situation. But above all, again going back to connection, like your guiding selfdiscovery in some cases in these situations, whether whether it's in a sales kind. I've never been a formal salesperson, quota carrying type salesperson, but I've had similar I'm imagining some of these personal experiences that I've had where you know you're sincerely asking questions of a friend or a CO worker or whatever and out of natural curiosity and best hopes and intentions for them, best outcomes for maybe a situation that they're in, just you taking the time to be sincerely curious and interested in what they're facing or what's holding them up in it, from a practical standpoint or an emotional standpoint or whatever. They appreciate that so much and I think especially if you're early on in a sales situation and you're setting you're setting the tone and setting the table for a long term business relationship and just a different way. I love your recommendation here. Well, appreciate that. The I think one of the most important pieces of advice I received, and this was after a full year of high level professional sales training, was setting an agenda when you sit down with your prospect and it's very simple. It sounds like this. Hey, Ethan, what I'd like to do, with your permission, is just share the agenda for our conversation. It's just three points. Is that okay? Well, who wouldn't say? Yeah, that's okay right. It also shows that you you are to your point, you're being intentional. You've planned ahead and, by the way, I have questions I'm ready to ask you that I've prepared and I'm going to take notes on...

...them. And, oh my gosh, what a difference it makes when somebody sits down with a piece of paper that have has questions on it and they sit across from you and they start asking those questions you. It's almost like a reporter asking you questions. You really want to give them your best answers and you're going to think about it. Yeah, there's a level of intention there that shows respect for the other person in their time. Something else I noticed in reading up on the work that you've done is selling phrases. And so while you're there with this this angenda setting, what are some key phrases? Talk about the power and the use of language, as you've seen it be effective. Sure this has been an absolute game changer for me. One of the most this arming phrases is very simple. It's I'm just curious. You preface a question with that and people appreciate that you're just curious. So I'm just curious if I could provide you with X. would that be of any value to you? One of the most powerful ones that I have found is would you be opposed? Because most people's natural tendency is, you know, is to say no. So if you're asking somebody, would you be opposed? When they say no, what they're saying is yes, right, no, I wouldn't be opposed. That means yes. So it's a little it's but it's not. It's not strange. When you ask it, it really makes a big difference when you say it. I've got a whole bunch of others, but those two pop. And Oh and with your permission. That's another really powerful one. It shows a servant mentality and a desire to care. Yeah, I think it shows a pacing as well. You're letting them kind of guide it or control it a little bit. Agreed. Yeah, that's really nice. So in your especially in your coaching, talk a little bit about some of the nature of your engagements as a sales coach. Like, Are you coaching teams? Are you like what is the situation there? Typically individuals and it's really just if they have a recording of their sales conversation and a good example of one, walk through that look at how they're using their their process in the context of the five steps of the selling formula. And typically it's not just some radical problem. Usually it's something in the front end. It's the questions that are being asked, even the order of the questions. It's it's not like there's a major problem, but if you can find through that, what I try to find is that one of Yat that one thing that can turn everything around. And it's amazing how I'll get feedback sometimes after those coaching sessions. Let's say, Brian, I ask that question at the beginning or at the end and it changed everything. Or I had a closing question. I never used to ask that. Now I ask and now it's been dramatic how we've been able to close more deals. Talk about the sequencing there. Just go one layer deeper on that. How does...

...moving a question, say, from third or fourth up to first, or from second or third to last? What is it about the sequencing there that that produces such a dramatic change? Yeah, it'll me give you an example from the book, if I may. I'm just going to read a sequence of questions day and to preface this, the way that I recommend you build that questions prior to a sales conversations very simple. Take a piece of paper and write down three columns or spreadsheet. First Column You list out the features of the product or service you're selling. The second column You'd list out each specific benefit related to that particular feature. So there's typically multiple benefits you're going to see in the second column related to that single feature on the left. Thirdly, you write out the questions that would relate to each individual benefit to elicit that benefit. So you're going to have multiple questions and so what I've discovered. Just read this for you here. This is a very simple example. But let's say that you're selling premade home cook meals for two to six people. Okay, so one of the questions you would ask. One of the benefits, I'll say first, is it saves up to sixty minutes per meal, including food purchase, prep and cooking time. Another benefit is you just pull it out of the freezer and put it in the oven. So here are the three questions you would ask and to your point, the most important question will be the third one. I'm going to mention here and you'll see wine just a moment. Question one, this is more kind of housekeeping, kind of generic, is on a weekly basis how many dinners do you cook for your family? Okay, question to how much time does it typically take you to make a dinner for your family? Third, if you could just pull your dinner out of the freezer already prepared and put it into the oven without having to think about it, how would that effect the frequency of your family meals? So what you've done right there as you've gone to the heart the family. You're not just talking about product or service now and I had a gentleman I spoke with on a podcast actually, who also did video production full time and he was struggling with closing deals with real estate agents he was working with to provide that type of service and he changed his questioning. He went about three or four levels deeper into the heart level questions. One of the key questions was how would this affect time with your family? Only if we could get this video program up and running in your real estate business. And he said by the time he was finished discussing this, they were almost begging him to do business with him and it changed everything. He made his greatest sale he ever made. So couple things are one it obviously affects the way the buyer thinks about the problem or the opportunity. They think about it differently now, right. They there. He is helped guide them into making it a much more personal and deep issue, where you thought I just...

...need some videos to go on my listings in my social media and stuff. Right so. But then also, I think so few people operate this way, and you tell me, I would guess that so few people operate this way that that's a just the fact that he thinks that way and allows the other person to experience this line of thought about themselves is a significant differentiator for it. It's huge exactly because it's no longer a transactional conversation. It's truly a orientation towards helping another human being accomplish their goals and become all that they are hoping to become. Now, that may sound a little bit over the top, but the truth is we buy things because we want to be get better at something or we want to improve our life. And if you go to that level, a lot of its emotional. Yeah, you, and you're then we the it. Then we make up the reasons why exactly to feel okay about it. Yeah, yeah, we justify logically the old adage we buy emotionally justify logically, but emotionally is where the buying really happens most of the time, right, and it's in it's interesting, I think, the the logic there so we can explain it to our spouse or our friend or a CO worker or whatever, and so that it can make sense, because apparently we're not comfortable saying yeah, I just felt like it. Yeah, truth be told. Yeah, we is. Am I asking too much? Could you go through the five steps for for instant sales improvement? I you know, I think we've probably gotten by some of the main ideas that that relate to one or more of the steps, but you know, so that that we don't miss this eye. Well said, I don't miss this opportunity while I have you on the show here, just to kind of run through them. And the key thing that's interesting to me here is instant. That in you've are again. This is why I feel like you've probably already spoken to some aspect of one or more of these, is that a small change is going to yield a big and almost immediate changing results. So we do you mind running through those? Sure? Sure. The first is to connect with the prospect and set the agenda. That step one. I spoke to set in the agenda what that might sound like and I've got scripts for all this in the book. Secondly is the interview, and that's the Q Anda, obviously. Third is to present your solution after the interview, and this a critical point here. Oftentimes people go in and present their solution without asking the appropriate questions and that's, in my definition, showing up and throwing up. That's not really doing a good job of selling. So the interviews critical. Present your solution. Fourth is providing your pricing and guarantees and then finally close the deal. It sounds very straightforward. It is, and the most important piece is the one prior so you've got to have step one, you've got to do step two, three, four and five. Now,...

...of course you can go out of order, but it may cause an issue. So what I read. The way I came up with this process is I just was journaling. I do quite a bit of journaling just to kind of get my thoughts out on paper, and I was journaling one day and I started to think, what, what have I done that's consistent in my selling process over the years with various companies, etc. And it came down to these five steps and I had a kind of a Eureka moment. I'm like, Gosh, if I could share this with other people and they could just walk through these steps and benefit from this, it could it could cut their selling learning curve and half, and that has actually been happening with people that have been applying this. So pretty exciting. What is it about that framework that tends to be so productive for for people in ls the same another way, what are some of the common selling challenges or failures that this immediately will help kind of get back on track? It goes back to the theme of the questions you ask can have a dramatic impact on the results of your sales conversations. So it's it's instead of just flying by the seat of your pants and going with your training about your product or service, it's really looking to the beginning of your conversation and setting the stage appropriately with your mindset first, then with taking a lot of time to really think through the questions. And if you focus on the questions, if that's your primary aim, it can dramatically shift the outcome of your sales conversation. When I think the way that when you do transition to the product or the service. After the inquiry you're obviously in much better shape to map it to how this person might actually use it, to have some use cases top of mind, some examples of other people that have been in similar situations or have similar needs or challenges or similar absolutely. And that's where the use of stories can become very effective, because you're not telling them, you're actually sharing a third party example, social proof, and that digests and as much easier to swallow then a straight well, this is what happens and here's why, and this is why you should buy our product. Sure, are there any variations or extra tips or recommendations or cautions in working these steps facetoface and physically in person versus doing it over the phone or remotely? Love that question. They're they're identical the steps. The reason I built this actually came to the forefront of my thinking was I was forced to get off the road. I spent about a thousand five hundred miles a week cold calling banks and credit unions years ago when I was helping to start this and my wife, who at the time was pregnant with twins...

...and we had six children already. Yes, I know what causes that had needed me home, and so I had to figure out a way to get off the road and this process it. It caused me to codify what I was doing and it worked on the phone. It was dramatic again, the result that occurred because of it. Sure, specific strategies? I'm going to say some some words that are going to stir emotion for a large number of salespeople. Any specific strategies to reduce or eliminate cold calling? Yes, one that's been very effective for us has been a direct mail approach to a landing page, and that actually got me off the road. So I've got a pdf that your listeners can download. It Brian Robinson Dot me. It's the same URL for my book, the selling formula, and it's the approach very simply, is pick your target, get a mail list and test it, create a letter of very simple and direct letter asking a very simple question with a web address that ties to a major need that you're trying to fulfill, and have a short video on that landing page with the very simple, straightforward option of what they can do to respond, and that's it. And we generally get that minimum five to one. We've had as high as twenty two one return on our mailings. With them approach. That is a significant, significant return. I'm going to ask so this. One of the themes of the show is alignment. I think our organizations would all be much more effective if we were working with greater alignment, intention and holism across the various teams, typically marketing, sales, customer support, customer service, customer success, all in service of the customer as the as the unifying point of focus. So, as someone who is obviously your direct mail recommendation there and landing page with a video made me think about, of course, your marketing mind as well. What do you wish more salespeople knew or understood about the marketing process? I feel like if you can ask a question that will peek the curiosity, that is ninety percent of the challenge in getting somebody to engage with you. So it's kind of the two am question. If you can kind of enter the mind of your prospect with what they're wrestling with. It too am. That really can make a difference in your marketing efforts by asking that type of question. So, and I can tell you most of my prospects weren't lying awake in bed wondering what they're going to have on hold at two am right, but we're able to create a question that resonated with them and gave...

...them enough interest to jump online and look at the video. It's just questions. Again. I my own personal kind of mantras. Questions out of the key to life and one question could change everything for you. That's a write down. By the way. Questions are the key to life and that one question can change everything. I'll flip that a little bit. You know, you've obviously worked with marketing folks. What do you think? Marketing folks maybe don't understand or misunderstand about sales people. Are The sales process? That's a load of question. It's I've asked this sales to marketing, marketing to sales, sales to see us, see us two sales and even named an episode. Is Your sales team hurting customer success? Hecetime, they answers there and in these conversations don't really happen, you know, like this salespeople go off to launch or sit over in the room or being a meeting, and the marketing people, and you know it's just really easy to cluster and so so I like to knock down some of the common myths and misconceptions and create some shared understanding through the questions. So they are a little bit loaded, but I feel like it's a tough conversation and so we tend to avoid it. Well, and that you're right, it gets avoided. That's the biggest problem and in my experience with Corporate America we would get a sales team, for example with Johnson and Johnson, we have had terrific, terrific people in all areas of the company. The challenge was, in my experience that, for example, in the marketing side with Jay and j one of the divisions I was in was called Ethicon, end of surgery. We sold devices that were used by surgeons and surgery to help with bill resections, all kinds of things like that, and product would come out. They would give us the talking points, which is great, but then the reality would start to set in about what really mattered when we were out in the field and what happened in terms of the disconnect is oftentimes the talking points wouldn't get revised to reflect the reality of what was really happening in the field. Therefore, the sales p people that came on later or that we're starting to move into that product and sell it more weren't getting the best information possible in order to sell that product quickly. They had to struggle through the same learning curve when that curve could have been cut big time because they have the right talking points. And it goes back to the communication, like you stated, if marketing sales can truly sit down and have that conversation and sales goes out and tests things for marketing and then marketing says, you know what, you're right, we don't need these points, we need to shift this, we need to flip it. That could make the learning curve really quick and change a lot for the sales outcome. Yeah, I think that feedback loop is really, really important. Obviously, you know, you do all your research, you maybe do some customer interviews or prospect interviews, you build the marketing material, you put it...

...out to market, but then the sales people are out there, you know, actually working it directly, and so that feedback loop, even if it's just in the first two or three months, into your point to revise, to update, to refine. Obviously, if you could keep it as an ongoing iterative process, it would right here. You just get better and better and better and better, but at least a ninety day loop back where you get some of the top struggles and opportunities and missed points, etc. Because the the prep work in advance is helpful, but it's nothing quite like actually going out and talking to the real people making the real decisions with the real money. That's right. And if you're in marketing, you know that unless you get some real hard feedback, you're living inside of a vacuum and that's not going to ultimately allow you to sell anything else, anything more, I should say, unless you're getting feedback directly. Sure, Brian, this has been great. I have two questions I always close with, but before I get there, is there anything that you've learned or taught over the past several years that we didn't cover today that you think would just be a really good takeaway for folks listening? Yeah, I think if I could stand on a mountaintop it's and yell this and we just have to come over to Colorado. This is true. It won't happen in Oklahoma. There's to two words that I found to be essential. I've let me preface this by saying. I'm looking at a bookcase in my office here. I've got a ton of books. I've implemented maybe one percent of the information in those books and the greatest growth I've personally experienced is by doing this, embracing struggle, and struggles not a bad thing. I think struggle is the most important thing we can experience to go to the next level, but we're not willing, because of the desire for comfort, to do that as readily as we might think we are. So I would say be willing to embrace struggle and just let that wash over you, let it do its work and I think you'll see how quickly you can grow if you allow yourself that experience. Such great advice. I'm really glad I ask that. I feel like you're a wealth of wisdom and experience and I just wanted to get one more nugget there. I'm glad I asked. So relationships are our number one core value here at bombomb and here on the customer experience. PODCASTS are. I always liked to close by giving you the chance to think or mention someone who's had a positive impact on your life or your career, and in your wife has already been mentioned as one of the finest humans walking among us, and for you to have the opportunity to give a mention to a company that you think delivers a great experience for you as a customer. Yeah, Joe Polish has had probably one of the greatest impacts on my life. Years ago, I listened to his CD series at the time called Piranha Marketing, and the one idea that allowed me eventually to get off the road completely was the idea of free recorded messages, and...

I sent Joe a letter. This is an interesting story. I sent Joe a letter. He gets to hundreds and hundreds of letters, and I told him about my family, how much it changed my life, and he one day I'm sitting my office, I get a call and it's Joe Polish on the phone. I'm like, Joe, what's going on? He said, Brian, I got your letter and I never, I rarely call people, but it really touched me and was interesting is I've was out in Arizona, where his office is, several months later with my wife at a convention and I asked if I could come by and connect with him and he let me and I actually sold them our service and he's been in the client ever since. That's great. It's kind of a miracle really. Well, it's that again, just the idea that you would sit down write a letter. I'm sure it was well written, I'm sure it was sincere, and I would say to I don't know how long ago that was, but I would say today, that the time and attention that we give other people is is an even more precious gift, I think, than ever, because we all find ourselves so harried and hurried and all these other things, and I don't think enough people. So I think your recommendations, just in the sales process, are so meaningful, is that we can create these moments for people through our time and attention that are just that did just break through. Hey, I don't normally call people on the phone. Hey, I don't normally host people at my office, but I'm going to do both of those things because you showed me, Brian. Now I'm Joe in the scenario that you see me and you hear me and you understand me and that you value me, and that's, I mean, deep down, that's all any of us wants. That is connection. How about a company that you that you really like a respect for the way that they serve you as a customer, bombomb awesome your service and I've reached out a few times when I got going about of your ago and your team is fantastic, I feel out of any company I've worked with. And you didn't you didn't tell me to say any of this, so I'm just telling you, Ethan, I've been very impressed with how you portray yourselves and it's no lie, it's honest, it's sincere and I love it, love your service. That is so kind. I had no I would have taken this conversation a whole different direction. I wouldn't have that. That's really kind. I appreciate that so much. I think you know we try to hire well, we try to be maintained, especially in that probably the customer support, customer success team you're talking about. You know, they're oftentimes dealing with people who are confused or frustrated all day long, and so you know, we go to some special efforts to make sure that that everyone's appreciated, in that each customer is appreciated and that we try to meet them where they are. You know, even if it is a point of confusion or frustration, so that's awesome feedback. I look forward to sharing that with the team because, like that letter you wrote, Joe, it's that kind of feedback that really is going to get someone through a day or let them know that they've really made a difference. So I appreciate that so much and...

...and again, to be clear for the listener, totally unsolicited. I wish I knew. That's awesome, Brian. Again, this has been great. I really appreciate your time so much. How can someone follow up and connect with you? Offered that you are all ones, but feel free to share that again and and any other links or places you might send people to follow up on any of these ideas. Sure. Two things. First, I've got a gift fear listeners. The first three chapters of my book the selling formula, on audible. They can go to Brian Robinson bookcom, Bria N ro OBI and son Bookcom, and download the chapters there and you can hop on Amazon and get the book again the selling formula. That's awesome. Continued success to you, Brian, and just really appreciate your time so much. Thank you for the kind words and thank you for your thoughtful approach to connecting with people. And being a value. Thanks, Eathan's been a true honor. I appreciate it. Clear Communication, human connection, higher conversion. These are just some of the benefits of adding video to the messages you're sending every day. It's easy to do with just a little guidance, so pick up the official book rehumanize Your Business. How personal videos accelerate sales and improve customer experience. Learn more in order today at Bombombcom Book. That's bomb bombcom book. Thanks for listening to the customer experience podcast. Remember the single most important thing you can do today is to create and deliver a better experience for your customers. Continue Learning the latest strategies and tactics by subscribing right now in your favorite podcast player, or visit Bombombcom podcast.

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