The Customer Experience Podcast
The Customer Experience Podcast

Episode · 6 months ago

169. From Cold Prospect to Healthy Relationship w/ Mike Chambers


For the entire year of 2020, his team booked about 450 meetings. So far in 2021, they’ve booked about 550 meetings in just the first three quarters by sending over 220,000 emails that people want to read. 

In this episode, I interview Michael Chambers, Vice President, Sales Agency and Training Teams at Precision Value & Health, about why he puts relationships at the center of everything he does for customers and employees — and cold prospecting.  

Join us as we discuss:

  • Why relationship and responsiveness are at the center of customer experience
  • What the qualities of great candidates are to Mike
  • How he designs a successful cold email strategy
  • Why it matters to accept “not yet” as a response
  • How to stay available to customers and employees 

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I care a lot about relationships. I care a lot about leveraging relationships right. So, who? You never know? Who that person knows? WHO's that can make an introduction to somebody else? 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. In sales and marketing it's easy to be average but hard to be great. So what makes the difference? Will address that question today with a guest who came up as a pharmaceutical sales rep before launching two brands in the space. As a marketer, he now serves as vice president of Sales Agency and training teams at precision, value and health. Will get into his guiding sales philosophy, his approach to selling six integrated service lines, how he hires trains and coaches and ways to approach cold prospecting, among other topics. Mike Chambers, welcome to the customer experience podcast. Hey, let's go on anything. Thank you so much for having me. Yeah, I'm really excited for the conversation. Before we hit record, we are chatting a little bit because you have the privilege of spending some time together in person with your team, including some team members that you hired during the pandemic and never met in person. Tell us a little bit about that. Tell us what the goal was of getting these folks together and kind of high structure that time together. Yeah, sure, so, to your point, we haven't had a chance to meet in person. So everything's been done via zoomed just because of Covid in terms of the interview process, to weekly one on ones or in any type of kind of team meetings. So how do wealdy come in town? Whole Point, obviously, to get everybody together. Finally, facetoface, and you really wanted to achieve a couple things. Number one, give back to the community, so we served at a local homeless shelter in Philadelphia and really really enjoy the time they're number two, obviously, more team bonding. So we really did a cool event escape the room, which was great. We did escape, which is which is fund gratulation. And then, and then finally, team dinner so got them all together and really spoil them over a nice team dinner here in Philadelphia. So it was a great time and to me, for me personally, you know, relationship is everything, so to be able to shake hands, give hugs, let them do that to each other and and really just get to know each other at a more personal level was very important and mission achieved. For sure awesome. And we're going to get into customer experiences just a minute, but I want to go one one layer deeper there, and it's going to seem like an obvious question, but we can all think about an express it in different ways. What is the difference of being physically together in person, whether it's with your team or whether it's with a potential customer or with a longtime customer or anyone else? What is the difference between spending that time physically together as fellow human beings, versus can annecting digitally, either over the phone, over zoom or some other means time? Just talk about the difference in your experience, no doubt, and you know that's a big I struggle with that in the beginning because I'm somebody who's on the road of ton doing a lot of facetoface meetings. As as as my team, I think it's the relationship piece. I mean we try so hard, obviously with cameras, we have zoom, but just to there's a different feel and you really get the true reaction when you're when you're kind of person to person facetoface. So to me that's extremely important. I think it can build a relationship even more so when your in person. Obviously obviously shaking hands, all that stuff. To be actually physically present, I think is extremely important. I tried my best, my team has tried their best to kind of master the zoom, the zoom call for whatever platform using for us at zoom. But yeah, it's just not the same. I think it really comes down to just the true relationship piece, for sure. Awesome. So, Mike, where we always start, and you know this hiss with customer experience on this show, and so I would love for you to give a definition or some characteristics or some thoughts to it when I say customer experience, Mike, what does that...

...mean you? So I think number one it really goes back to the relationship peep piece. I think people buy from who they like and they buy from whom they trust right, but how do we do that? So to me, relationship piece is a big piece. I also think about responsiveness. So when somebody wants something, how quickly are you giving them what they want? And it's not just responding for the sake of responding, it's responding in a way that they're going to get value out of the rest fons. It's a big part of what we do here. You know, for everybody except or seven. I feel like our people are seven. Like there's any now that comes in or there's a call that comes in, we make it a priority to get the customer what they want, which eventually leads to an effortless experience for the customer. I want our customers to feel like dealing with precision, which is the company I work for, is it's an effortless experience. Is enjoyable experience, but it's effortless. So there's some of the characters as I think, oh, for sure, awesome, some very, very keywords. Their responsiveness is a thing that's probably one of the most important things right now and I think B Toc is setting the bar, but it can and should be present everywhere, because people don't make that distinction. They need and want it everywhere, so I really appreciate your approach. You. One quick follow up there. You know, you all have multiple stakeholders and we'll get into precision and what you all do in just a moment, but you know, among some of your stakeholders are payers, health systems, scientists, healthcare providers of course the consumers themselves. How do you all like as a whole, not just as a sales team but as an organization? Like how do you think about customer? Like how many customers you know when you're in a meeting with maybe your peers in other teams and departments? How do you all think about customers, like what who is the customer and or maybe what tears of customers do you have like among those various stakeholders? It's an interesting topic because, to your point, we have a ton of different customers. So we can of ultimately are our customer? Is the Pharmasu, you know, the Life Science Company, but that inside that life science company. You're right. It could be a pair marketer, it could be a CEO, depending on the size of the company, could be a chief commercial officer, it could be, you know, a chief scientific officer. There's just so many different levels to your point, and they all think about different things and they all purchase differently. Right. So for us it is important and you know, we're very targeted in regards to our messaging. Right. So, if we have, if we're going to be, you know, pushing our medical communications offering, which is really geared towards communicating the science, which is more towards a science purchaser, we're got to make sure that we're really buttoned up in the science. If we're, you know, pushing our marketing advertising offering, we can be a little more creative, lacking better order. So we want to spice it up and be a little more fun. So to your point. Yet it's definitely across the board and it's something that we think about a ton of just in terms of how we gonna you know, what is the message it's going to go out to that person and how can we make sure it resonates as personal as part as possible? We want to make sure it as a personal touch to it. So awesome. So let's just go straight at it. then. What for people who aren't familiar, tell us more about precision, precision, value and health. Like you've already mentioned some of your customers. But but what problems do you solve for them? And maybe speak also to the six integrated service lines? Yeah, sure, yeah, absolutely. So precision value and health is part of a larger company called Precision Medicine Group. So they'll you know, the companies precision medicine group and we partner of life side companies to bring their innovative assets to the marketplace and we we can really touch every kind of aspect of the asset to its life cycle. So whether it's early on through R D support or it's kind of through the commercialization, kind of impact at cercialization of the asset and really helping all the commercialization services. So for precision value and health, M team really represents bringing agency services and training services to support life science companies and some of those services are medical communication services, so could so communicating the science. We also have marketing advertising services, so we can help support obviously the marketing advertising of that asset, either that's to a physician or to the patients themselves. We...

...also have a pay our communication service. So how do we make sure that ultimately the end goal is how do we make sure it is affordable for patients? And then we have a training offering as well, and that training offering really helps life science companies train their folks to be able to do their job the right way, whether it's field representatives going and seeing physicians on a daily basis, whether it's pay our marketers going to speak to their audience, or whether it's internal training as well. So we can really help really shoot the knots when it comes to the life science arena. Awesome, and just dumb that down like really, really far for a lot of us that aren't in this space like in an intimate way when you see lights sciences for it. Just give me a few examples of not necessarily name brands and come he's, but like what types of products and services are you helping? Do the strategy work for the marketing, communication, even evidence generation efficacy. Probably you know what are some of the products and services that you all are helping with the marketing, training, advertising, etc. Absolutely, so I can I can dump this down pretty easily. So we certainly work with the large pharmaceutic the companies to the folks that you can imagine there. So a world world, example, you may see commercial on television for a brand that or a product that the pharmastutical company kind of is building awareness around. We would be a company that would be able to put that commercial together. If you're in an airport, you see an advertisement of the airport for a certain product, pharmaceutical product, we have the ability to build those those those assets in terms of marketing the product from an educational standpoint. When you're in a doctor's office and you go to a doctor's office and you see some pamphlets in the waiting room or you see pamphlets in the actual in your actual waiting room for when you're actually waiting to see the physician, we would put all that collater all together as well, and then also educational material for the physicians that maybe patients don't see as much, right. So this is more educational material geared towards healthcare providers. Awesome. So let's you know that's what you all are doing with your customers. Let's let's focus on you a bit as a sales leader. MIC You have some marketing background, you have some sales background, obviously at health because what you're doing is a lot of marketing and communication work. But now you're leading sales teams to create those opportunities, and so it start at a high level, like do you have a guiding philosophy that you've developed with not necessarily like a formal one, that stated that you use to hire people, but you know, as you approach sales, in the sales process, we're a few just kind of guiding principles, things that you like to impart on your team, or qualities or characteristics or mindsets that you're looking for in the people you like to attract to your team. Like how do you how do you think about it and go about it? Yeah, it's a great question. So going back to work ethic, and it's so hard to actually pull it out of somebody like this without them saying, yeah, I have a strong work ethic right. But some of them, when I kind of go through the interview process, maybe short a cultural, fitful work ethic standpoint. I care a lot about work, like bound to forever. That for kind of whatever that means. For some people means different things. But I want people to be able to enjoy their their way from work and with them to shut down and enjoy being away from work, work, you know, I want them to be kind of in it, but in it because they want to be in it. Right and I know this is kind of some kind of all over the place just answer, but I really think our team, I know they approach their daily business like they own the business. We don't know the business. You're right, we work for great leaders in the company's phenomenal but the end the day we really do approach our work like beyond it. I mentioned earlier seven, so it's something like we're on at twenty four seven. But for me, I really it goes back to work. I think I you know, you can teach someone relationships, you can teach someone meaning that they will build relationships over time. You can teach somebody kind of the knowledge or the feel that they're going to be working in, but... can't teach some work. I think I really believe it's kind of either you have her and you don't. It's kind of what I've always been told and I believe in that. So it really goes back to kind of my sports background. I played football in school, I play football in my life. So coming out I, you know, just I had that really grind mentality built into me and that's something I look for now when I hire, that when I hire my folks, and they all they all have it. They all have that strong work, I think. So to me, work, I think, is definitely number one. Number two, I go back to the relationship piece. You know, it's being a likable person, but it's not just being likable, it's being honest. The one that I always give my people a hundred percent trust until it's broken, and I asked them to be honest. Seven, and that goes really to even down to the customer experience level. There are many times where we could be in a situation even where we don't have the answer. It's okay to say, Ethan, I don't have that answer for you right now, but I'll tell you that I'll have it back to you. You know, within thirty minutes or an hour after we leave this meeting, you'll have that answer. You become so much more real of that client and the client appreciates that so much more so than maybe you go in with an answer that you may be thinking is sixty or seventy percent accurate and then having to eat your words later. So there are some of the different things that we kind of that I would say that are part of the process and to rims of our actual process in terms of kind of selling and taking a cold contact who's never heard of precision and getting them to actually eventually become a customer. Do you want to go there next as that an okay spot to go? Yeah, I would love to. Yeah, perfect. So we built. This is something that that I care deeply, deeply about. So when I was a farmer route we used to have this we call our routing, and what you would do is whatever ten or twelve physicians that you saw that day, whoever you saw on Monday week one, you would go see again on Monday week three. So then Tuesday week one, Tuesday week three, Wednesday week to Wednesday week four. So it's a two weeks. I by kind of buy with you routing. So I took the same approach when I started here. So I thought to myself, how I'm going to get somebody who's never heard a precision to respond to my email? And, by the way, we only do email, so we do not pick up the phone and call anybody who's never heard of us. Eventually, once we start making connections via email and we become kind of we get to know each other, of course we'll pick up the phone call, but in the beginning it's pure email. So I said, how can I send an email that's going to be impactful but not be somebody who sends an email every single day or they're just mact meant, I'm subscribing immediately. So I took the same exact of zact approach. So it's by weekly. So we have a obviously a ton of contacts that that we email, cold contacts, and whoever we hit, you know kind of email. Monday, Tuesday, Wednesday, Thursday, week one, they get hit week three, same week, two weeks or so for the most part everyone's getting email twice a month. And our email really comes down to, you know, their title. So depending on that person's title, that's the content they're going to get. We don't just send mass emails out at all the same content expect people to reply. So it's very, very kind of streamline to depending on who you're what your title is, that's the email you're going to get. So we're sending their right message to the right audience and then, pending on where their asset is in the pipeline, it's at the right time. So right message, right audience, right time. The other part I want to say that's extremely important is I've had background where I work for companies that purchase lists. Let's go purchase the list of all these customers and we're going to cast in that why we're going to hope somebody responds. And my experience with those lists have been they're not accurate. Some folks on the same company anymore, email domains don't work. So we said we're not doing that. So from day one I said we're going to do a man made list, we're going to do everything, we're going to use Linkedin, we're going to do different use different resources, both internally and externally, to identify our customer base. Then, once we have our customer base identify, we're going to, you know, identify as many folks contacts that follow on those different cup you know, those different kind of segments, and that's what we did and it took about probably three to five months to build that database. But it's accurate,...

Ethan, and that's the most important thing. So now you know, you take it full circle. Industry average in terms of open rate and response rate, and the average is fifteen and eighteen percent from an open rate standpoint. Our Open rate twenty four percent. Response rated anywhere. From my less than one percent to one point one, two, one point one, three percent. Our response rate is definitely way higher than that. Year a day last year, all year long, I see you remember, these are cold contacts. Even so, last year, all year, for the entire year, we booked about four hundred and fifty meetings, which, when you think about its, divided that by twelve, it's quite a bit of meetings for month. Year a day. We're right here, obviously heading into queue for we're already at about five hundred and fifty meetings. So our process is working right. So we're meeting with people. Then obviously, from a win percentage we have, you know, we can talk numbers, but a lot more wins that have obviously cultivated because the meetings book. So yeah, there's there's the interesting layer in there and the reason that it's so important to be a handmade list of people is that timing element you talked about. They have different products at different points in their own pipelines and you are super relevant at specific moments and you can be perhaps too early, but that's a lot better than the alternative, which is being too late. Go one layer deeper on that email strategy at a is the goal to be concise and provoke a reply so that you can maybe have a back and forth and maybe get on the phone or maybe even get on a video call? Or is it to do a long play where you're like telling stories or providing, you know, case studies or some other thing to kind of prove your value? Is it a blend of both? Like what how do you approach that? Let's just say you've got someone that you're going to work now on this biweekly basis for five months, so they're going to get, you know, eight, ten, twelve emails over some period of time. there. Ten is the number, but approximately, what are they getting over that time and what's the goal of some of those messages? Love the question, while the question, because we go back and forth about this internally a lot, our goal for for the team that that kind of responsible for, is we want to get them on the phone right away. If I can get somebody on the phone, I can start building a relationship with them and they may say to my team, I'm not ready now, but please email me in three months and I'm going to go down that path in one second because it's so important and I think that's a big lack of most sales people. When somebody says email me in three months, I really believe nine out of ten sales people don't email in three months. It's really the one out of ten that are doing that and eventually lead to a sale. Right. So for us, every one of our emails Ethan and by saying Hey, over the next two to three weeks you got fifteen to twenty minutes top on the phone. We just want to get on the phone, give a quick introduction and at the time is not now. That's okay, but there is going to come a time when you're going to need us and that's we just want to build awareness. So to your point that you mentioned earlier, in terms of timing, you'd rather be earlier than late. Write. A lot of these folks are putting out ourfp's request for proposals. I want to make sure that we're on that list so in the URFP does come out, we have a shot on goal, because I really believe wants to a shout on will. We would extremely strong team that's going to execute and really do well at the pitch. It's just getting the opportunity to pitch. So for us, every email ends with trying to get them on the phone and there's a lot of times will apply back and say, Hey, Mike, Hey, alexay Sarah, Hay, tie, we're not ready yet. Please email me a email me in three months, and we do that and then let's keep going with that. Three months later and we have a system in place that makes sure that we know to email that person in three months to the day. Right. We're very precise. Hey, just following up because they gave us us now the permission to do that. We all them accountable. We follow up three months later and they may say again, Tie, Alex Sarah, we need another you know, please email me in three months. And we've had this happen and then eventually you go a year and you're beating yourself up, man, but, like I tell the team, stay patient, it's going to work out. All of a sudden and email comes back. Hey, we're ready to talk, and... could be three months later, it could be seven months later, it could be a year later, and then all of a sudden you're talking and now, all of a sudden, three, four weeks later, that person is a customer. So it's a really cool and I always tell my people this is a marathon, not a sprint. Obviously when to get them on the phone right away, but it's what you do once they respond and how you react and kind of how you bring that person to the kind of sales cycle from there. So, yeah, when you started in your career, what I'm thinking about here's the evolution of your process. So it seems it seems like it's working. It's definitely beating the market. I think probably the consistency, the intentionality behind it is probably part of that. How might this has been different for you, if you're running this team, let's just say ten years ago? How do you think this process has evolved over time and how do you think perhaps it might look different two, three, four, five years from now? And I'm what it were I'm specifically at with this is kind of channels, you know, between linkedin email phone calls. Certainly I would love to talk to you about adding videos to some of those messages to bring them to life. Like give me like a past, present future like this seems like a good thing for you and your team. Now, how, maybe, has it evolved over time and where might it go? Yeah, that's a great question. I think before you said to be ten years ago. Mike, your job is to go out and trying to get these people to take a call. I would probably, probably would have, maybe I probably break it down my territory and we may be out driving and coming to see people facetoface and say thy can we just get an opportunity to talk? I do think the email still be a play. mean, I'm email was around ten years ago, so she'd still be emailing. But if making maybe making more phone calls. Phone calls were probably more accepted than in terms of folks picking up, leaving voicemails, maybe sending a little bit of hard mail, right, trying to do something just to differentiate yourself and get in front of them. Now, I I feel like with linkedin an email picking up. You know it happens to me, happens you up short when somebody calls you in to random number and you happen to pick up at it to salesperson and you're the middle of something. You're called off guard and you're just like, I can't talk right now, right like or you. You just want to get off the phoneus quickly, sposible two kids. If I'm playing with my daughter, my son, like it's my time with them. I just want to get off. But if I'm emailing somebody, does give them the ability to respond when they want. Now it also uses the ability to never respond. But how do you get creative in your subject line or how do you get creative in your next email and get them to eventually respond? So I think email, linked message great. I love the Linkedin message part because it does add a little bit of personal talk to it because they can see your face, you can see their face, so it's a little bit more personal. Or do I think it's going to be maybe three four years from now? I hear you with the video, it's something that we talk about it. I'll ton internally. How do we add more video to your email outreach? I love the fact that you can hit play on a video and an email and you can do nothing except sit back and listen. Right, maybe it's not so much a video of yourself speaking maybe to a thirty second video of your offering, which people do now, but hey, just simply check this out and let me know your thoughts. Right. So I think video is definitely here now. It's going to be even more of a play later and then obviously it's all on your phone. So how do we get even more personal on your phone? I don't know whether another APP gets created, something gets created, but I think obviously everything's going to live in your hand. It's already that way now it's only going to get even kind of more that way. So getting somebody the information they need as quickly as possible, I think is is obviously how it's going to above. So Yeah, so your folks, let's just walk this out a couple one more step. So your team's emailing, you're trying to stay in front of people. Let's say the timing is right, you get on the phone, they're like awesome. Then what like? Are you getting on a video call? How long is your sales cycle? How far? How long does this the REP stay with? It kind of wears. Maybe a handoff point, like just just give me just a quick go at, like what a good process looks like when there's a successful relationship built in. Someone really needs and want...

...through services. Absolutely absolutely. So what happened is we'll get on an introductory call, we'll walk through kind of who we are, the services that we provide. They may say, Hey, we're interested in three of the services. They may say, Hey, we're only in our student one, once we understand what they're interested in and we have a qualified and we understand the timing, the budget, all those different things. We bring in the subject matter of expert, and that could be two different things. It could be, Hey, we're bringing in three different agencies, are three different companies that are similar to yours and you're going to pitch for our business, or hey, we're not doing that, we just want you to pitch right away. We really like you got to say out front. It seems like a perfect fit. Either way, it usually comes down to some type of pitch. We're bringing the sime the subject matter of expert or subject matter of experts to come pitch, and at that time our role is once we get that meeting, we are kind of the MC for the day. So thank you for the time. We'll do the introductory do all the pleasant trees, and then it's I'm passing it over to the simes. Go to walk you through everything. Then we'll come back at the end to kind of close the meeting off and talk about next steps. And then one as it closes right, and that could be you can just you know, that could be. It's all timing right. It could be three months, it could be three weeks, it could be a year, but for the most part, once we know somebody's interested, I'd say that two to three month window is typically typically out work com meeting, once I know they're ready to purchase. But then once we close it and it's closed and you know, kind of statment of work is drafted, the next one we then officially handed off to our account teams and the account teams then take it wrong with it and then they're that's they're on it now. I, as I mentioned a million times, I care a lot about relationships. I care a lot about leveraging those relationships right. So if you you never know who that person knows who's then can make an introduction to somebody else. So our team will still check in with that person, maybe monthly or Cordn quarterly, how depending on how close that relationship is. But it really it's the accounts team. They're running with that and they're owning that and then we're kind of our job is to it's kind of on to the next one. How do we get the next one kind of in line? So that's kind of the process that we that we go throw cool that sime. The subject matter expert is interesting. Do you do you employ? This is kind of like a really big question that I'm turning it into in my own head. Do the subject matter experts ever engaged directly with your team, like in terms of training, which then walks me out in my mind to like talk about sales enablement, like what does marketing provide for you all? What are these subject matter experts provide, maybe directly to your sales people to keep them up to speed or like. What what assets are you leveraging internally, and perhaps even your own coaching from your own experience to make sure that your sales reps feel confident, that they're speaking with confidence, that they have what they need, that they understand the customer well, like, what does that whole piece look like for you? Yeah, absolutely. So you know the we call a business development team, which means once we wear the sales team, so once we pass it over to the business development team, that means it's now ready for either formal capabilities, a former formal presentation, to be built or, Hey, we're going to sow or MSA etcenter, master service agreements and Stephen the work. So, but they do a great job providing US playbooks. So the SMMES, they work with us to make sure that when you guys are out talking about this service, here's exactly what you want to say. They really have dialed it in for us. Also give us strong qualification questions. We want to make sure they when you hand this over to us, we have these answers to these questions, so we really understand what they're looking for, so when it's handed over to them they are so set up to have success and it's all us to write Ethan. I want to make sure that when I'm handing something over to Sima, this Sim is going to come in and knock it out of the park. They're going to hit a grand slam. You're going to wow the customer by man this person's never met me and look at all this stuff. They know right. So it's very important that we understand what they're looking for, that they train us something exactly what they want us to real how they want us to represent the offering, and then make sure that the should they're set up for success. So we do get a ton of, you know, kind of play boat the material from the SIMS. From a marketing standpoint, you know, we're starting to work more closer to marketing than ever. So a lot of our you know, we work the sales team but, as you...

...can see, we do a lot of the code outreach, whereas traditionally a marketing team will do that code outreach. No hand out over to you and then we get the warm leads and we can then begin the process. So our company is, you know, at the point now where we're really starting to work closely with marketing, where I do think it's going to involve in regards to the more of the storytelling emails right. So our marketing team does a good job with us. Our emails are kind of not so much storytelling. It's straight to the point. Here's what we offer. The time seems right, give us fifteen to twenty minutes, whereas the marketing team maybe, you know, they're going to take it maybe even more projected further out. Clients don't need us so much right now and start to tell stories as it head to but now we're starting to work more close with them and they've done a good job giving us additional content to playlist and play with and to think about, as well as different subject lines to get folks to open sometime. We're maybe striking now. So yeah, so smart. When you mentioned storytelling, I immediately thought of hate, reach out to me in the middle of the year or reach out to me early next year, like what do we do in that interim? And it sounds like you're finding a great way to work together to plug that gap. I'M gonna go back a little bit to the SME and like making like they give you the language. We've done episodes on this show of equipping salespeople with the customers language, and so I love the have this layer of subject matter experts to provide that, which makes me think about, like where are you sourcing your next best salesperson, like is is you're trying to like, let's see, you're ready to build the team out or someone decides it's time to move on and so we have a spot available on the team, like I assume you're you and ideally pull from some of these spaces and industries and they come with some background, maybe even some relationships, but maybe that doesn't happen all the time. Talk about where you're finding your next best people. That's it's a great question. So my latest tire this one Sara, who's final. She actually came from the account side. So the fact that she knows exactly the process of how we work internally, what it's like to interact with a customer. She understands all the services that we already offer because she was the one really running the accounts and she had this really strong desire to get into the sales role and opening popped up and I was like man, this is perfect, like she already understands what we do. Now I can just plug it right in, just really teach her the sales processes. She's really she's really off to a great start and flourishing already in regard to where we pull. They would be great to say, Hey, I love to hire the person who has a miiliar relationships, who's going to come in and make five phone calls and get five clients and they're just going to get five home runs off the bat. Sometimes that's possible, sometimes it is is an ideal, of course it is. We'd love to hire people with the relationships. For me, ultimately that would be great, but I have no problem hiring somebody who this may be their first job, this may be their second job. They don't only have a ton of sales experience, but they want to go, they want it, they want to make they want to make money, they want to build a name for themselves, they want to help grow the company, they want to be part of this culture and they have they have a really strong work ethic. But I can get that person and really teach them everything else, which is a lot of time, investment up fun. I understand that there's this can go one of two ways. I know people have different poliefs on it. But if I have somebody's extremely passionate, extremely positive and they're going to run through a wall and I'll and I just got to teach them kind of how howne that. I need to teach them how what we do, what we offer. I really love that type of candidate. I've had a lot of success with those types of candidates. It also gives them the ability to grow here. I care so much about that Ethan. I'm not somebody. I care a lot about my team. I care all about this company. I love the kid, love precision, I love what we do here. So for me, I don't want to hire somebody, have them have two or three years of success and then leave. Ultimately, we can't control that right. We don't have a crystal ball, but I do love the ability to constantly move people up and develop them. It's a big part of what I used to do in the pharmaceuticals might be gotten a pharmastuical management and no developing pharmaceutical Reps. it's what I'm doing here. How can I take somebody who maybe this is their first or second sales job and now all of a sudden they're...

...becoming a sales leader here? So to me I love the developmental piece and keeping them here long term because again, this is a this is quite a company we're building and I'm excited to see what the future holds here. For sure, awesome. It is. To Tie back right to the introduction. I mean the difference then, I think you would agree, Mike, and actually using your words in a way, the difference between good and great here is that work ethic, it's that passion, it's that caring. We can teach the rest and and to your point, I think, and I'd love for you to just share your own thoughts or experience on it, I think the difference between a two year team member and a six year team member. There's a lot there, including they want to be successful and feel successful, but I think above all they probably want to feel supported. And so it seems like you've got a really healthy infrastructure between your own attitude your own commitment. Probably you're the seven responsive to your reps as your reps are to the to your customers and potential customers. But that that investment in somebody and seeing that quality in them, seeing that drive in them, seeing that potential and passion in them and then just investing in it is probably the difference between someone who hangs around for a while and someone who makes a real, real go of it. I could agree. Mo. I always say people don't leave their job elieve they're there their manager or their leader. So for me, I always say, you know, my team doesn't work for me, I work for them. I am there for them four seven. I will never they will always have what they need to succeed and if there's if they don't have what they need, I always tell them call me whenever, just because I care. I care so much about their success. But ultimately, is our team success right to our teams land as good as our people. The other part you mentioned about you know good and great. I see this a time ie this to my people. The only one stopping you, as you so the difference between it's it's easy, the wrong word, but you can follow where I'm going with this. To be average, it's it doesn't take that much right, like you want to close one or two deals, you want to make a good living like. That's great. You want to have some success when I'm some impact, that's great. It takes some effort, but it's relatively easy. If you want to be great, it's hard. It's hard. It's hard to be the person that says I'll fall back up in three months and then actually being the one to do it. It's hard to be the one you know, to say, you know, can you send me this extra collateral and in your mind like man, I've sent this personality five pieces of collateral five different times. But you do it right. So it's the little things. It's hard to constantly be on and constantly do it. But if you do that over time consistently, and that's the big word I want to say, consistent, don't cut corners. If you do it over time consistently, you do the right thing seven the majority of the circumstances. Not every time, but the majority will work out your favor and I really believe that's why I preach to my people and I think they see that. We were dinner, I said in earlier. Were dinner last night and we went around the room. It's important, I always understanding what the how they how they motivated. It's important. Some people going to buy better, may by money summer, but about by PTO. So we're going to Beatey by just recognition. Just depends for every it's really all depend on the individual. But we're going on the room and we talked about collectively the culture and how we all feel like we're in this together, and that to me met more ethan than anything, because I want them to feel that. I want them to feel that we are all in this together and this isn't just a one or two man show. We're really all together and we're all doing this together show. It was a cool experience, but but yes, I that good and great. It's hard to be great, but it's definitely possible, for sure. So good. If you have enjoyed this conversation with Mike. I've got two more that I know you'll enjoy. Episode One hundred and twelve with Lisa Earl mcloud. She's the author of selling with Noble Purpose, also a book called leading with Noble Purpose, which is why I thought of this one lane. And you ended really there, Mike, Talking about leading with this. You know, her philosophy is around this. Like when you understand the impact of your work, it allows you to approach it in a...

...different way, and the nobility, the providing of service and value, the consistency, the idea that your name or your name brand stands for something, is something that can be really, really motivating and and provide us the the needed will to get through the hard things and the hard times and to make those follow up touches that you're talking about. Mike, sets episode one hundred and twelve with Lisa Earl mccloud, a little bit more recently, on episode one hundred and thirty two with Jason Bay of blissful prospecting. We called that one bringing empathy back to cold emails. So if you enjoyed what Mike shared on cold prospecting, although, Gosh, Mike ears is it's it's like lukewarm prospecting and that you've hand selected these people with a high degree of intention, you know you didn't just check a like a if this is true. If this is true, in this is false. You know, Adam to the list and let's see, you know, crank it out. You know you're luke lukewarm. Is your cold, I think. But in any case, on episode one hundred and thirty two with Jason Bay, we talked a bit about bringing empathy back to cold email and how to do that. Well, before I let you go, Mike, and this has been such a pleasure for me, I appreciate you spending this time with me and actually with all of us who are listening, I'd love to give you two opportunities. The first is to think or mention someone who's had a positive impact on your life or your career in the second is to put you in the customer seat and and have you share with me a company or a brand that d really, really delivers a great experience for you as a customer. Yeah, so I'll be cooking that Ethan. Thank you so much for having me. This has been awesome and really appreciate the opportunity. For me, you know, I've many mentors and I wish I could name them all, but you're tell me a name. Want. So there's a gentle by name of Fernando Mattias. He was the CEO of the company that I came from prior and what he gave me the ability and really believed to me and promoted me a couple times over there, and I've learned so much from him. But the one thing that I took from him was like how to treat your team and how to care about your team. You know, there are several stories and so situations where you know just the way he treated me and I'm like man, this is the CEO and he's doing these different things from me, actually cares about my my life outside of work. So phenomenal person. I still talk to him to this day. It's probably a weekly touch point for either text phone call once a month, but somebody really, really not only developed me professionally but also personally, just traits that made me a better person. So definitely for an end of for sure. And then in regards to experience, we have a road cool patty on my backyard and I had there was basically the ground in between the stone and the back we're starting to molde a little bit, so i Google, I'm like hey, you know, trying to figure out what. I'm not handy that. So I'm like somebody do and not the handiest guy in the world. So I'm trying to figure out, like who can I call to do this? I Call My dad, I call someth my brother, but you guys know anybody. So there's this company called clean my papers and the older named Butch. So this guy comes over and he is like the ultimate Blue Collar Guy, which I love it. Appreciate Right. So I was, you know, I'm somebody who comes from a construction family, on the first one of my family to go to college. So I love came over and he took the time to, it's amazing, like to explain to me how the mold builds, you know, kind of builds on the ground in between the stone, how the weeds come up. I'm thinking myself and I was interested. I'm like, I'm think I said I don't like care, but he's telling the story. He's like walking me through. I'm at all how this process works and he's like, Mike, we're going to come out, we're going to do all this different stuff and you're not going to see mold for three years. And I'm like, Butch, let's do it. So this guy came out, he broke everything down in my back Patti was a mess, it was a mud pit and by the time he was done it looked brand new and it's been great ever since. So, you know, for that just the educational part, which, for me at least, I don't really care about mold growing on ground in between stone, but I did doing the time he was speaking to me. Was So passionate about his craft and I was so apprecientib of it, and then the end result was novel. So that would be definitely one of the most memorable customer experiences that I had in quite sometime. Do you that's what... awesome story. Or reminds me of one that Dan tire from hub spot shared with US pretty recently about a dirt guy. He's looking for some dirt. He's he's in Phoenix and he needed dirt for a garden and ends and the guy same thing. The guy just like broke it all down, was passionate about it, like what are you trying to do in the garden? How much sun exposure does it have? You know, can you send me some picks, like I need to know about this. It just like drew him in dut he's like I just thought I was buying dirt. In this case is like I just thought I was getting rid of some mold. But it's so cool and I agree like so this goes back again to something we're talking about earlier, your passion, and really even Lisa's message about noble purpose, like your passion for the solution that you're bringing in the ways to go about it is contagious. It's also goes back to this, you know, being in direct conversation, whether by phone or in person. Like I'm sure that whatever excitement he created for you, Mike, over the phone, when he was out there's check it out the patio with you was probably like ten ax, just like it's just so contagious and we do that with our fellow humans and it's just naturally attractive and connective, I think no doubt. I mean I was so excited to sail I felt like I became as best friend of a phone, right. So when we came out, like what's what's up? How are you get your bollow? What are you? What are you think, like I've all you know the person for years and it's so true. Get in on the phoe with somebody or sharing an email and then finally meeting them in person. I miss it so much. We're starting to do more and more of it as we start to get out of this, but it's so true. Ultimately, as you know, Ethan a sales people. We just want to be memorable. How do we different to ourselves? How do we build that strong relationship so when what they need is something that we offer, they think of US right. So it couldn't couldn't agree more with that. Last time. Awesome, so fun. I really enjoyed my time with you, Mike. I know listeners did too, because they're still with us here at the conclusion. If someone wants to follow up with you or they want to learn more about precision, like we're a couple places someone might go to follow up on this conversation. Yeah, check us out on you do a precision precision medicine GROUPCOM. That's a good spot to go. Linkedin. Obviously feel free to connect there. Oh Yeah, we have websites presence all over the map and pretty just easy to find us. So if you're ever in austen any more about precision precision medicinecom's death. I precision for medicine, precision medicine groupcom either one do there. CHECK US out. Awesome. I'll round up those links. I'll around up linked to your linkedin profile and for those of you who are listening, if you like these episodes, you're like, Gosh, I wonder what this person looks like. We also drop video clips into the short write ups that we do for every single one of these episodes and some of the links that we talked about and I need to go find which is website. If he has to watch and it, drop head in there two so people could maybe send him some some positive emails. So appreciate you so much, Mike. I hope you have a great rest of your day a wonderful weekend coming up here, and I appreciate you spending time with us. Back you so much. Use was a pleasure appreciated as well. One of the most impactful things you can do to improve customer experience and employee experience is to include some video messages in your daily digital communication. Explain things more clearly, convey the writing motion and tone, save time by talking instead of typing, prevent those unnecessary meetings. There are so many benefits to using simple videos and screen recordings, and bombomb makes it easy in email linkedin or slack messages from Gmail, outlook, sales force, outreach or Zen desk. Learn how Bombom can help you and your team with clear communication, human connection and higher conversion. Visit Bombombcom today. 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. SLASH PODCASTS.

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