The Customer Experience Podcast
The Customer Experience Podcast

Episode 132 · 7 months ago

132. Bringing Empathy Back to Cold Emails w/ Jason Bay

ABOUT THIS EPISODE

The last cold email you received probably made you feel disengaged at best. It’s also the reason why the average cold email response rate is 1%.

In this episode, I interview Jason Bay, Chief Prospecting Officer at Blissful Prospecting, about bringing empathy back to the sales process.

We also talked about:

- The 2 sales enablement fails and what should replace them

- The REPLY method for cold emailing

- The next wave of video and his video strategy

- Long form content vs. bite-sized content

Check out these resources we mentioned during the podcast:

- BlissfulProspecting.com/Ethan

- Jason Bay on LinkedIn

- Proposify

- Apple

Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

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I think of empathy, and I think of howare we putting ourselves in the shoes of our customers or on the receivingend of int? How do I feel like this experience is really tailored to whatit feels like to be me going through their customer journey? The single most important thing you cando today is to create and deliver a better experience for your customers,learn how sales, marketing and customer success experts create internalalignment, achieved desired outcomes and exceed customer expectations in apersonal and human way. This is the customer experience podcast. Here'syour host Eten beaute, the average cold email response rate, one percent, theaverage success rate for a cold call one and a half percent. That's a highfailure rate and a lot of rejection, and that's why many people feel thatprospecting is a BDR or SDR is one of the toughest jobs in sales and inbusiness. Today's guest is chief prospecting officer at blissfulprospecting with a job title and a company name like that. I know he's gotinsights to make prospecting better both for your sales reps and for yourcustomers for a better employee experience and a better customerexperience. He built his career through several sales and marketing leadershiprolls before heading out to run his own training and consulting firm, whichhe's done for nearly seven and a half years. Now he sold house painting,services, Dor, Ta door, he's run, outbound, call centers and he's helped.Hundreds of people master cold out, reach Jason Bay. Jbay. Welcome to thecustomer Experience Podcast, I'm excited for this man. We've beentalking a lot over the last couple months, so I finally ged o turn to letyou do all the question asking yeah good. It's a we've had some really goodconversations, and I do like I do like being on this side of the conversationkind of guiding it and really learning more from you. So before we get goingjust to the listener, you know you may be thinking, I don't do prospecting orI'm not responsible for that. We all do cold out reach. We all need or wantsomething from someone we don't know well or don't know at all. We all havequestions requests opportunities. Some of the things you're going to learnhere in this conversation are going to be very useful to you, even if you're,not in a BDRSDR or any kind of sales role. So with that said, before we getgoing Jason Blissful, it's a very it's. I like the choice.Why blissful? This is interesting. I mean when westarted blissful prospecting when I talk to businesses about how theyprospect. You know this is when I was more doing like broad, consulting justlike Le Generation, which included prospecting marketing type of stuff.When people talked about prospecting there. Is this immediate? Like Oh yeah,you K O. We don't like doing that. Oh yeah, and I I know we should do more ofit. You know kind of thing and I was...

...like well what's the opposite of that,because my wife's Hare and I started the company together, she doesn't workin that company anymore due to her choice. I didn't kick her out oranything weird like that, but it's like. What's the opposite ofthat, you know blissful, and then we thought a lot about well. What doesthat mean? Because I don't want to make it sound, like prospecting is likedoing yoga that you're going to be super relaxed as you do it, and it'sgoing to feel great afterwards. The thing that I saw missing was likeprocess. There was like process missing and there was a lot of reluctance toprospect because people didn't have a process in a lot of companies. Approachprospecting like that were sales there's, so many frameworks arond howto do a good discovery, calling a demo on like what the sales process lookslike. But when you look in the CRM, the stageis before like opportunity andlike introduction or whatever your first opportunity is, is like pursuingthere's like one stage for prospecting, so giveng people a process behind thatI find gives them more of a relaxed. Like you know, I can work the process,you know, and I have a framework for how to find people that are a good fit,how to start conversations with them. How to handle objections in a way thatdoesn't feel super sailsy and sleezy, so that's kind of where the blissfulpart came from is like I'm going to feel a lot better about doing this,even though it's not the easiest thing to do. If I have a process that feelsgood to me that I feel comfortable, confident and and that sort of thing mean so much good stuff there- and I bet that applies to so many aspects of ourwell businesses, but also to our lives, is like you know, N, we leave it alittle bit shapeless, that's that's where a lot of the anxiety comes from,and so I have a bunch of followed questions, but well, we'll probablyfold those it as we go. I'm going to start with start here where we alwaysstart, which is customer experience when I say that what does that mean toyou custoer experience to me. I know it's abuzzword right now and I hate that it's a Buzzword, but I think of empathy andI think of how are we putting ourselves in the shoes of our customers or on thereceiving end of it? How do I feel like this experience is really tailored towhat it feels like to be me going through their customer journey andthere's companies that do it really? Well, obviously, there's a lot ofcompanies, probably more companies. Unfortunately they don't do it well,but the ones that do it really well are anticipating what they think that I'mfeeling and it's little simple stuff ethen like if I had to send an email toa company, because I had trouble logging in and it wouldn't reset mypassword just a simple, Oh ethen, that must be so frustrating like you haven'tbeen able to long into your account like all day. That's that's notacceptable. Let's, let's get this figuredit out for you just somethingvery little like that versus Oh id. You try resetting the password yeah. Itried that man come on. You know at just the little hows this personfeeling. Let me just like talk to that. I'm really on this kick right now withprospecting ind the same applianse with customer experience just across theboard, and it's people don't need an apology as much as they needacknowledgement.

They just need to be acknowledged sothat they don't feel crazy for being really frustrated. You need to validatethat empathize validate, make sure that that's a normal feeling and a make surethey know that you're thinking about how frustrating or whatever thatemotion is like really thinking about the emotion. So empathy is really timywhat it's all about so good, and I, like both layers, that you offer therethe one where we're going to anticipate how someone might be feeling or whatthey're going through at this point right in whatever aspect of theexperience, they're involved in or whatever stage, and then also whetherthings go good or bad. This idea of validating how they might be feeling atthe time, I'm thinking of that primarily in a reactionary way. So thisthis proactive and reactive quality to empathizing, with people to make themfeel like they're in a healthy relationship, so good. How N youmention that it's a buzz word and absolutely it is how in touch would yousay just you're much more in touch with today's kind of modern sales culturethat I am, although I'm certainly along for the ride there? How much do youthink people are thinking about customerexperience like the broader customer experience and their effect on customerexperience in a prospecting or early sales stage role? Oh Man, that's such a interestingquestion to answer because you we spend a lot of time on linkdon right, you,you and I both create a lot of content, and you got this kind of Echo Chambergoing in there, where your perceptions of things based off of how it is inLinkdon, don't quite represent how it is like for most companies. In myexperience, so I see a lot of people talking about empathy on Linkdon andyou w post about it, and people are like Oh yeah yea, but in practice,especially with companies outside of Tech. I find that very few companieshave this as a part of their culture and it's everything from how a managerinteracts with a rap when they're giving them coaching and it's doing acall breakdown and listening to the cold, call and saying ethen. Let's goind andpaser it here, I'm really curious. What do you think thatprospect is thinking right now like what do you thinks going through theirhead? Well, I don't know: Okay, let's relisten to it. Let's listen to that.First, fifteen seconds. You introduced yourself and then you went into whatour company does and you started kind of pitching that listen really closely to their town.What they say like just just guess like what do you think they're feeling andit's always like? Well, they seem kind of bored. They seem tuned out whateverand, like that part, I see missing in most companies and again it's falsesample size, because I'm working with these companies, they obviously broughtme in because they have a problem, but the experience I have across theboard with companies where I work with three raps and companies where I'veworked with like a hundred a D, fifty gether reps is it's all the same. Ithink we have so much going on, especially as sales leaders andmanagers where we don't think about this stuff and...

...the reason that's a problem is, I feel,like in this kind of circles, back to what we talked about before is, if youcan make this a part of your identity towhere, this becomes bigger than liketeaching a rep, how to have more empathy for their prospects. It becomes.How do you have more empathy just for other people, because if you make thisa habit in your personal life, which I did not have like as little as like ayear and a half two years ago, like the way that I learned this was going totherapy, especially couples therapy and realizing, like I thought I was such agood listener, because I've been in sales like my entire career and like Isuck it listening actually because I'm not even thinking about as Ethan'stalking to me. What's he feeling like what's his take on this like? How doeshe feel like this frustrating thing that this customer went through likewhat would it be like to be them in the situation? I just wasn't thinking a lotlike that. I was thinking, tactics and techniques. You know it's a sell to them, so it'skind of a long way. Ton Answer your question, but I think it's missing andI think it's it needs to be bigger than just how to do it to improve yourprospect and needs to be like how do we just become better human beings and,like really understand our spouses, our friends, our parents are family, ourcoworkers. It helps bottoms up and tops down. It helps leaders lead theirpeople better and it helps people be a better employe. You know, so that'sthat's where I think that that's the big part that I see missing ye has somuch good stuff there. I especially like this. This idea that you know theway that we think about treat approach serve. Ourteam members is going to significantly impact the way they do that with ourcustomers and potential customers. In addition, this idea that being a a morewhole and more complete and more thoughtful person, transcends the roleand certainly transcends any activities in the context of that role, to makingyour life a bit more, fulfilling and satisfying it's so good. I just I'vebeen thinking a lot about those themes as well. As you know, this line,certainly the pandemic, drove a lot of it. This line between you know ourpersonal lives in our professional lives. For those of us who didn'talways work at home, it was a dramatic change and it like brought some of thatwall down a little bit and then, of course, the relationship betweencustomer experience and employee experience and how we're investing inpeople and really be curious, I'll follow where I wanted to go because itdoes. It does pick up kind of where you were there. There's all of thesetactics tools, technology reporting that needs to be done, potentiallyscript to follow or to customize. In that context, how have you seen people successfully keep the focus onthe customer and not on? I need to do this and then do that and click thisand then follow this thing, and do that, like you know, we are systemizing orsystematizing all of this stuff and there's a lot of tech and a lot ofmovements and things that need to be done so that the date is collectedproperly. So we can analyze it properly and thereare things that we're supposedto say and the things were not supposed...

...to say and there are the right words inthe right order, but you can modify them a little bit like there's just somuch to keep track of. I imagine and most of these roles, how have you seenanyone be successful in keeping the other person top of mind in light ofall of that Y, a there's like I love that question. There's like a kind of acouple ways that I look at it. I look at it kind of kind of like from ateaching standpoint of like how would your leadership train, like your peopleon this and what I think of is a format that you, my business, coaches use andit's called format. Actually the number four and then mat it's not an acronym,which is, I think, a total waste. But but it's a it's a way that you know,teachers build curriculum and it's based on a very simple philosophy ofwhy? What how so a lot of the ways that people train and coach their team isit's? It's one of two things: usually it's extremely wide oriented, so theory:Oh here's, why it's important to be empathetic and like you guys, need tohave more empathy, go get it right. Let me know how it goes and then there'sthe big gap of what does that look like and feel like in practice. Exactly soand then the other part that I see to this is kind of like this. Let's skipthe theory, let me just give you the tactic. Then let me just give you thetalk track, because these exact words work for all of our other top rips, andif you say this, it's going to work really well and then now what you'recompletely? What you're doing is like you're robbing your teams or that repsindividual ability to be resourceful and as people were incrediblyresourceful right, especially salespeople of all people areincredibly resourceful. So when you Robb someone's ability to beresourceful, you're robbing the entire system that you're using of likeimprovement, because it's the people executing on this system that are goingto improve it. So from a teaching standpoint, I think you really need tothink about. Why is this important? What should they be doing? What are thebullet points and, let's give them practical house in terms of like whatthat looks like, and then let's coach around that in terms of the like theindividual and this kind of ties into the teaching part as well is I'mthinking like if we look at a cold call? I look at I in three stages: There'sthe intro there's the hook and then there's the close. So when we'reteaching this the INTRO, I'm not saying hey, your goal is to pattern interruptthe prospect. That's completely me center, that's focused on what I'mgoing to do to the prospect, which is almost like dehumanizes them in a way,and instead what I'm going to do is like hey what I want the prospect tofeel in the first ten or fifteen seconds of getting this call. I want them to feel like it's, not arandom telemarketer calling them. I want them to feel like this person.Actually, like is calling me intentionally like they're doing thison purpose. It wasn't just in some sort of dialor, where I just happened to bethe name of the number that popped up right. So I want them to feel that thehook. What do I want them to feel there? Oh, I want them to feel like I understand their business and noticeda few things going on in their business...

...that they might not be aware of, butI'm calling with the intention of help. I want them to feel like I'm trying tohelp them now, I'm not trying to tell them how todo business their way, I'm not trying to sell them anything and that's a whole another topic foranother time, because I think people are going too far. An low you're, notselling you're, helping well yeah you're selling stuff is a salesperson.Let's, let's be real, like you are selling things to people that need it.That can use your help, but let's not like Sugar Co. What we're doing we areselling stuff to people, and then you got the clothes the goalis not to like.Oh, I need to book a meeting. No, I get. I need the prospect to like want totalk to me further because Ere's like a little bit of a cliffin or so, if youteach the process in a way that is customer centric, where you're thinkingabout how you want the other person to feel I use the cold call as an example.If you engineer the process and teach it in that way, that's going to buildthis internal culture of like you, go to Coacha rap and you say:Hey have that call go and they say stuff like this. Oh, I think theprospect wasn't really engaged because you now, I didn't really ask very goodquestions and they're thinking about the prospect instead of yeah. I know Ididn't use the opener that we're supposed to do. I didn't pattern.INTERRAPT, like they're, talking more about what the other person instead ofabout what they did. Yes, really really good. I think this it's such a smallshift to think about how do I want someone to feel instead of what am Isupposed to do here and it makes all of the difference in the world. It's sointeresting. I mean it means each person can only outcome a little bitmore. I just reread a book that was Writn, ine thousand nine hundred andseventy three. It was kind of an economic human centricity type book andhe talked about the tension of order and creativity, and so the order isthis. You know what are the stages of the call and what are some ways wecould approach it, but this creativity is kind of like the rehumanizingcomponent for the rep and for the recipient. It allows for that learning,growth and flexibility, and when you try something out and you're like fourfor four with it, it just seems to be really effective and people areresponding. Well, you feed it back into the system and you can learn togetherand all this stuff. It's it's. I really like that. Flip there you mentioned thecold call. Does this same structure and Jus? The same mindset apply equallywell, in your experience to say a cold email or even a cold video message. Ohabsolutely yeah! So like the way that I teach cold email is, I start by showing people called emails. So I openup my inbox is really fin. IUTL do this in training calls, and I have a folderwith cold emails and I'm like hey you guys. The purpose here is not to shamethese folks. I just want you to see cold emails that I get and I don't getvery many even compared to like, probably you get eathen right likebeing a a leader at a decent size, company or some bof the's, even otherbig Companye, where people getting hundreds of emails per week, and youlook at all those emails like. What do you guys notice? How do you think they make me feel whenI get an email that says I want to talk with you, you know ishow it the first part of it starts out...

...or the email starts off. My name isJason Bay and I'm with bolstful prospect. I was like how do you makethink that makes me feel you know well one I kind of tune out, because that'slike what I see you know, but it doesn't really show me that they haveany interest in like actually helping me they're. Just it's very mecentered,you know, so it makes me disengage and that's where we start with theemails. So it's the same kind of thing. It's like what do we want the person tofeel like with a subject line, for example, one of the things that Belalbatrowy really cool dude. I don't know if you follow any of this stuff, but youguys got ta, go check him out on linkedon he's a good friend he's intothe like, very provocative messaging. So I'll give you an example like withthe subject line you think like when someone sees your email, what do youwant them to feel it doesn't necessarily have to be like? Oh, theyfeel really like joy and like they're, so happy, no, like that's, notnecessarily probably going to get someone to open an email you could mikesomeone like make them even like a little irritated right. So in a subjectlone you could do something like hey ethen, it's not fair or hey. Ethon, it's complicated rightor that could just be the subject lane. It's not fair, someone's, probably going to open upthat email right and the whole email could be around like. We have a clientthat helps other companies, capture tax credits, so Hese as an example. So thewhole email is like hey. It's not fair right. Subject line the emails senderedaround like Hey, it's not fair that only seventeen percent of smallbusinesses that qualify for tax credits actually take advantage of them becausethe government makes it so complicated to understand if you qualify or notlike we're here, to help you level the playing field so that you can continuecompeting with US fortune, one thousand companies out there would it be a badidea. If I sent over some ideas around ways and activities that you guys mightqualify for like an email like that, just it works really well, but itdoesn't like make the person feel super happy. That's not how I would describehow they feel it's almost like this, fearing feeling of like ooh. He, like,I don't know if you e ever got an email like that. You see the subject. Clim,like Oh, you know, like am I in trouble kind of thing. A yopen likeit wasn'tlike completely misleading it like connects here, and it gets me likeintrigued and like I'm, leaning in and like interested. So the same kind ofthing applies with emails and what you're thinking about Thi th, the sortof central theme here is really one based around user experience, so thinkof like a product team Bri. How are they engineering the experience ofusing Bombam? It's super intentional, like how they engineer that experienceand they think a lot about you know anytime. They design products like oneof the first things they do is like. The first stage is like empathy like.What's it going to feel like using this? Who are the people using it? Do thatsame exercise? What's it like for someone to be on the receiving end of acold email or a col call or a video, and how can I just engineer somethingthat's different than that? It's not as complicated as you would think. No twothings I really enjoyed about that example. You shared one that companycame alongside they're, not like it immediately takes off this kind ofadversarial, Predator prey. You know, target sales, person, kind ofpotentially adversarial relationship,...

...and it's just like hey w. We don'tthink this is fair. We probably we expect th t. You probably don't thinkthis is fair either and the other thing that I really liked about it is thatit's this kind of yes or no peace. It's not do you want to let schedule a meetingright now. It's like. Would you like to learn more, but does this seem like itwould be of Interesti this idea of asking about interest, rather thanasking someone to do something in particular, it's just so much easier torespond to as well a lot of really good stuff there. What do you think aboutvideo in general, video and prospecting, video and sales like Lik, lightweight,casual video messaging? Where do you think we are with it? What do you thinkit's potential is? Where have you seen it go good or bad, just in any anythoughts you have around it. Yeah I'd love, videos in medium and I feel likewe're just barely skimm in the surface of the potential of it. Okay, I know Tit's like there's a lot of people out there that talk about video, but Idon't know about you. I really get a video in a prospecting. Email rarelyand you know where eighty percent of them come from when I connect withpeople at Bopa y right always get a customize video from what I connect onLinkeon, even if they reached out to me not even to sell anything just to sayhey, I, like your content, you know yeah, so I think it's highly underutilized and we could talk about all those reasons, but the the I think, thenext phase of video, it's what we're starting to do with a lot of ourcustomers just like how do you do more than the hey? My name is JasonPutt in a face to the video that works well. Another component of this is like:How can you visualize, like the story that you're telling them or the problemthat you found so, for example, if you have a way to kind of mystery shop orgo through the user experience of the company that you're reaching out tocapture that on a video, Hey ethon, that was on your website and I starteda chat with them. One thing that I notice is it took about twelve hoursfor me to actually get a response back, I'm not sure, if that's normal and thatI'm sure things are really crazy right now and you flip over the Tab, one ofyour competitors. When I noticed thank Gige, then they had all theseinteresting ways to get like a quicker response, and I wanted to seare some ofthe things that were doing with them in you're upin for a quick chat. It's likeyou're, showing them what the problem is and you're doing like one of themost old like school, but yet highly effective messaging techniques outthere there's an old way and there's a new way right. There's a before andthere's an after, like that is the most old messaging framework that you couldpossibly use. That is very effective. I think that's the next wave of video is:How do you visually show something to someone, because people are such visuallearners, most people? How do you get them to be like okay, cool got it like?I got it yeah and I'm Ti Reps. do this, where they'll send like a three minutevideo even but the video is like hey. I notice these problems on these thingsand here's. Why? I think it's a problem and they're like educating theprospects through the video in a way that's customized to them an ANVPClevel is going to respond really well...

...to that when you can make that businesscase, and you can visually show ato hem they're going to be fording an Alver.So that's that's like the next wave of video that I think that people arereally going to gravitate towards so smart screen recording, maybe combinedwith some popping out for a full screen you and it could be something thatyou're showing live, or I could be something that you've captured. You canstructure the story and you maybe design a repeatable process, so you cando it for other people to really clever usecase. I want to ask you something:That's totally you may tie him together. It seems unrelated to where we've beenso far. You know I spent some time course on your website and one of thethings that I love about it a lot of really good things about it, but one ofhe things I really love is that you're doing book, Summaris Youre Sorising,some of the Youve summarized some of the books that you've read, and I justwondering you know you're, obviously, a learner you're, obviously a teacheryou're, obviously a reader. What do you think the future of long form contentlike books is, and maybe for people who aspire to read more when and how do youfit books into your into your week or your day or your month? I've never beenasked this before I love talking about stuff like this long formd consent isdefinitely here to stay, but I think people need to be a little more. I think they need tomake it easier to access. So, in other words, I have a guide on my websitecalled the reply method. It's a really really long guide around the frameworkthat we use for cold email. Now I could gate that and make it a white paper, but how many fewer people wouldactually look at that a lot fewer because I've tested it is. You know I get that like as amarketer, your need to capture contact information, to remark it to people,but don't do that at the cost of someone getting a good enough taste ofwhat your stuff is to like become a fan of it. So I think, with long form,content it's being more open to give people access to it and then make acheat sheet out of that and let them download that. So I think it's likethinking more longtale. I think books are definitely here to stay. Thebenefit of a book is that you can get all of these ideas together. It's nodifferent than a course or a company paying me to do a training with them.It's like yeah. You could take all the free stuff which, like eighty ninetypercent of my stuff there or you could have me, come in and customize it foryou and run me run you through, like in a lineor fashion, like steps a throughZ, it's very organized for you to like learn it. So I don't think long formcontents going intowhere, Joe Rogan, whatever you think of him, his a threehour, long episodes and he's the most popular podcast in the world. I believepeople listen to it because the contents good so to me like it's aboutthe quality of the content and that's the thing I worry about withbooks right now is it's too easy to sell, publish a book, but I also likethat too. You know I like a it's like because that's like my first book isgoing to be a selfpublished book and we've talked about. You know, sort ofrunt ideas by it, but think about like...

...artists and Nuwsit. Like the whole, Icontent. Consumption is becas like the powers starting to B go into thePeople's hands, which I'm a huge fan of, but it does create more clutter great,so I don't think long form contents going anywhere. That's that's theanswer to that in terms of like reading. This is something I kind of go throughspirts with. I think that there's a couple things that I've adopted overthe last, like maybe ten years, that have like really helped me getmore out of the reading that I do one Chris broke and I think its his nameYev. Yet what one time he's like dude, if you read the first chapper of a book-and you don't like it- you don't have to finish it and, like Oh, Oh yeah,lavel like I don't, and I was like one of those people that was like reallysusceptible to some cost fallacy with content. Oh Man,I've already invested an hour into this resourse. I might as well finish itright. So if you give yourself permission to not like something andjust be okay with that, I think that's great. The second thing, too, is: I wasreally big with I had to have the physical copy of everything and I'm notkiting with outh, and I had before we moved here to Austin. I had like fourbig book shelves full of books and I hadn't read: Maybe two thirds of themand it just like. I would just buy the book like you know. If it was somethingI was going to read in the next two or three years, I would just buy and drovemy wife crazy. She made me sell Oll of them before we moved here to Austin,which I wlike, which is a huge blessing, because I think, like adopting more oflike an ontime consumption of information versus, like just in case,is really like only read stuff. When you want to learn about that thing, andif it's relevant it's going to help you right now, that's going to motivate youto continue reading and you shouldn't have to like schedule reading time. Youknow what I mean like it should be on something you're interested. That willbe helpful for you, that's sort of my thinking. So I think like that, andthen also another thing that we're doing, I think a lot of people don'tthink about is- and this is just a really great way to you know not onlysupport your public libraries, but you pay taxes for it. anyways almost anypopular book out. There is going to have a copy at the library and theyeven have the ability to rent it through kindle. So I don't even have togo to the library to rent a book and there's part of it. That just createsthis interesting kind of deadline for you,because you can only rent it for three weeks at a time. So it's like you havethis like kind of artificial deadline to read it, and if you don't like it,it doesn't cost you any money and it's not wasteful an the least bit possible.If you don't like it, so I think, like kind of removing the barriers and beingokay with like not liking, something and moving on from it would be myadvice other than that. I think kindle I love reading kindle on my phone,because I I'm like one of these people ill have to Shay sometime. I just likethe reason why I write those books, SOM reasons. I have notes files on mycomputer, where I take notes on every single book that I read like. I don'twant to have to read it a second time unless it's really good, so I likereading it on the phone, because the kindle I can just flip back and forthand copy and pace and just droppin in and out. So I think, having an easy wayto take notes on your books, like that's so much more important that youread the book and you retain the Information Nget, some sort of use outof it, then to just read books a lot of...

...people like that too. They just readbooks every day and I'm like well, okay, what was your biggest takewar for thebook? Oh, I don't! I don't really know is a good book, though it's like okay,that's fun! If your leisure reading, I guess right, are like personaldevelopment, type, stuff or stuff that will help you as sales, I'm assumingyou're reading that so itill help you do your job, better, yeah, tons of good tips in there. Istarted going to my local library website. Before I started going toAmazon. When I would learn about a book I wanted to read, I still read a lot inprint, but I read with a pencil and then I open up. I creape separateGoogle Docks for each book and and retype my notes, so I go back throughall of it and then I use that as a resource going for so much good steffthere. I'm glad I asked, as you are listening to this and you're enjoyingit. I want to tell you about two other episodes that you might like: episode,Hundd and eighteen with Ernest Ausu senior director of sales development atsix cents. He leads the BDRSDR team. There only called that the threecesthat maker break the SDR experience, that's o Thoud and eighteen with ErnestOusu and earlier episode. Seventy one with Ed Bryalt who's, the CMO at aPrimo he's a CMO, but he also has bdrsdr reporting to him, and we callthat one differentiating your brand by humanizing the experience so episode sHond and eighteen and episode. Seventy one before I let you go Jason, I' loveto give you the chance to think or mention someone who's had a positiveimpact on your life or career and a brand or company. You appreciate forthe experience they deliver for you as a customer, yeah th person. I'd have tothink my my wife, Sara there's been so many ways that she's like pushed methat, like in my personal life, that have helped so much in my business lifeand two quick examples would be one like really pushing me to like think about, like raising myexpectations, just in every way who I spend time with I'm like what I wentthrough like when we met in two thousand and sixteen we got married intwo ousad. Seven, we get married very quickly. We've been married for ITHINK,almost four years now in July or five. Don't call me on that, but the like.Almost every relationship I had with every single person in my life,including my family and parents, like everything kind of shifted, it wasreally interesting. An made me really think about like raising myexpectations with myself and, like all that other stuff, and then the otherthing Ani haven't finished, reading this book,but there's a really good book on listening called you're, not listening,and she was like you need to read this buck and she's really pushed me tobecome a better listener, which is helped me so much in my in my practice.You know becoming a better coach trainer, better friend Son Sibling,soon to be father, hopefully in the next couple years. Ou know like thatkind of stuff, so I'd have to give her a shout on and then in terms of likebest customer service experience, there's a couple of companies that cometo mind. One of them is a company called proposify, so they'recompetitirive pandadox they just they've, had such a great e I've beenwith them since it was like tenars a month to use their tool. So it's beenlike a long time and they just have had...

...such great like interactions like allthe empathy stuff I've talked about and then there's a behemith company thatcomes to Min Apple. I mean just interacting with them. Is So nice, likeI just like texting them when something doesn't work, you immediately get thatOh man eth, and that must be so frustrating that you can't log intoyour itunes account. Let let me help you out like let's get this figured outfor you sound like a deal yeah and it's like the whole communication and likefollow up is just so nice and I've never really interacted with theircustomer service prior to this year. It's been such a pleasant surprise. Ijust didn't expect that from such a big company, it's awesome. That is, I think,the second, maybe third apple reference, and it's a good one. Thank you forsharing all three of those and he is Jason Bay. Bawhy. You can findhim on linked in blissful Prospectingcom any place else. Houwould send people to follow up on this yeah. We talked about replymeth that Iput together like a one page like PDF foreou, guys to it's at blissful,Prospectncom ethen, and if you go there, the reply method is essentially aframework for how to structure your called he emails. It's an acronym andthere's like a one, pitched cheat sheet that you can grab to with like what toinclude in your email where to include it some examples and all that goodstuff. If you want to grab it awesome, thank you so much for putting thattogether. That's blissful Prospectingcom Ethin, that's the first!I think. That's the first time my first game's been used in a url in that way.I appreciate it. I appreciate your time here and I hope you have an awesomeafternoon. Yeah. Thank you for having me on clear communication, humanconnection, higher conversion. These are just some of the benefits of addingvideo to the messages your sending every day. It's easy to do with just alittle guidance, so pick up the official book, Rehumanize Your Business,how personal videos, accelerate sales and improve customer experience learnmore in order today at Bombamcom Boock, that's Bo m B, bomvcom fuck thanks forlistening to the customer experience. podcast remember the single mostimportant thing you can do today is to create and deliver a better experiencefor your customers, continue. Learning the latest strategies and tactics bysubscribing right now in your favorite podcast player, or visit Bombomcompodcast.

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