The Customer Experience Podcast
The Customer Experience Podcast

Episode · 5 months ago

170. 3 Steps to Sales Success: Authority, Generosity, & Platform w/ Josh Elledge

ABOUT THIS EPISODE

He’s the Founder and Chief Executive Angel at SavingsAngel.com and host of The Thoughtful Entrepreneur Podcast. His work is syndicated nationally in print, on radio, on television, and of course online. He’s a US Navy veteran. AND he’s also sent more than 4,200 video messages over the past few years! 

In this episode, I interview Josh Elledge, who is also the Founder/CEO of UpMyInfluence.com, about how to gross more than $50 million in revenue and build a 7-figure B2B sales system for consultants and agencies — with zero paid ads.

Join Josh and me as we discuss:

  • Why we should focus on value and impact instead of chasing revenue numbers
  • What the big problem is with paid ads
  • How to build authentic relationships with your dream customers
  • Why video is the best way to make people fall in love with you
  • When you should send video messages

Check out these resources we mentioned:

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.

Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

Time will expose or promote you. Video will expose or promote you. 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. How to gross more than fifty million in revenue with zero paid adds? How to build a seven figure be tob sales system for consultants and agencies with zero paid adds? How when and why to send video messages for stronger human connection? These are all things today's guest is figured out, and he'll share some of them with us here, including his three steps to massive sales success. He's the founder and CEO of up my influencecom. He's the founder and Chief Executive Angel at savings angelcom. He's the host of the thoughtful entrepreneur podcast. His work is syndicated nationally inprint, on radio, on television and, of course, online. He's a US Navy veteran and he's also sent more than for thousand two hundred video messages over the past few years, a pace that far exceeds my own. Josh Ledge, welcome to the customer experience podcast, Ethan, I am so excited to be here. I have listened to at least fifty, sixty episodes I've been I remember one road trip in particular where I just binge listened to at least a dozen episodes of this podcast, because what I like about this show is you naturally attract that that guest that believes like I do, and that is that that you know that we really truly need to. We have the we have an honor to put the the needs of our customers first and to truly advocate for those we serve. Those the kind of marketers and folks and sales and and and business leaders that I want to be around. Man. Okay, so why? I was going to go straight to customer experience, but I'm going to I'm going to follow up on that. Thank you first, thank you. I really appreciate and I'm glad that you that we could make this time together. I'm excited to have you for a variety of reasons. But why does it seem like heresy in some conversations and some rooms and some circles in some social media exchanges? Why does it seem like heresy to say something like we should be focused all in on the value and impact that we're creating and delivering for customers and trust that the revenue will follow? Why do we have to put the revenue number on the board and then just chase the number exclusively, when the number at some level would take care of itself if we chased value for our customers? Like why does that seem heredic, you like, like heretical? Yeah, well, it's the same reason that we don't sell the fact that you can lose weight by working really, really hard and being very diligent at it, even though that's actually what works. See what cells and what. Unfortunately, have a lot of marketing gurus out there. They sell this panacea that's just oh, we're going to make that. All you have to do is just buy this system and it's you could put your sales on autopilot and you could do you know, and you could do it quick and easy and you can make money while you sleep, passive income, just, you know, great automation Ai Blah, blah, blah, Blah Blah. That's sexy that sells for the googles. The greus make a ton of money doing that. But the fact is is, how do you feel if you are on the opposite side of someone who's saying, I'm going to put you in my system so I can sell you while I sleep? Like I don't feel very special about that. So, as a result, I think that it's a little bit of fools gold. And certainly we're talking about and all kind of stay in my zone of genius when it comes to big ticket sales. Automation just does not work very well. And so my background, Ethan comes from a journalism background. I went to journalism school in the US Navy and my mentor, my role model, was Adrian Crown our Adrian crown hours featured in the movie good morning Vietnam. So I saw during crown no I inter kron or change my life because on till then I got into journalism because I thought, Oh, I can do this and be fun. Certainly I'd love to play music on a radio stations of like that. That sounds like fun, but what Adrian Crona are inspired me to do was to to take that platform as a sacred obligation and if familiar with the Good Morning Vietnam Story. Well, you know, Adrian was in a situation where he had to choose either his military chain of command or his conscious his conscience, and ultimately, in his conscience aligned with his audience that he was asked to serve, and instead of spouting...

...off propaganda and lies, which he was being asked to by his chain of command, he focused. He did that, he went toward the truth and short term, you know, he got in trouble. long term he was vindicated as a hero and so I'd say, long term, in the eyes of our customers, of our audience, that's who we want to be. We we want to be long term heroes rather than short term. Haha, I got that money out of your pocket, Dude. Okay, there's so many tea we could probably spend thirty five minutes just on the layers of lessons in that and just to sade like I was immediately seeing it reminded me of a conversation we had on a recent episode with Morgan J Ingram, where, you know, he's one of probably several people, but he's the one that I know and expresses it really clearly, this idea of like yes, you're in this organization. Yes, you have the sales manager. Yes, you have these things that you need to report into, essentially a chain of command. At the same time, you know what your customers need and want. You know what your personal brand and reputation and integrity mean to you. You know that your success is found in in a particular direction and you need to honor parts of yourself and you need to honor your customers. And so, anyway, you triggered a lot of things from here, but all for the spirit of the show, and you actually alluded to a little bit of it. Because you're talking about how we're making customers feel. I would love for you, if you wanted, to offer a definition or some characteristics of customer experience. When I say customer experience, Josh, what does that mean to you? Yeah, well, you know, and it's the thing, is right, is it customers, and this you have to understands. So my background, so I've got nearly fifteen years and studying and leading on consumer behavior. I don't care who you sell to, I don't care if you sell. You know, be to C be, to be be Tog, be to whatever right. Everybody is a consumer and today's consumer has never been more protective, they've never been more analytical, they've never been more skeptical of being sold to. And the why is it that consumers have been molded into this is because markender, marketers have overfished the waters. Mark. It's not your fault. Listen, if you're listening to me right now, you're in sales, your marketing and you're like shoot, Josh, it's hard. Yeah, it is hard, and guess what? It's probably not your fault. It's the fault of, you know, living in this very social media society where we're being always hyper targeted. Were always being blah blah, blah, you know, just marketed at. So of course what's going to happen. It's going to be harder for you to get sales messages in because everyone's on guard. So how do you get it will? You have to focus on building authentic relationships. How To build authentic relationships? Well, it comes down to how much proximity can you create with your dream customers, your audience has. Proximity is time together. When I was in college, I did a research project around, you know, this whole debate of why I don't spend. I don't spend a lot of time with my kids, but what I do it's quality time right. Well, I really what I found is that kids, yeah, quality time, school, you know, cras memories, but honestly, people just want to spend time together. There's something about spending time in a room together that just transcends it. It's it's we just start to like the people that were around most. So proximity leads to familiarity. Familiarity then leads to no like and trust. We do business with the people that we know, like can trust. So today's environment, you know, he talked about like forty, two hundred or so hundred bomb bombs that we've done. I am in insane advocate for small, short video. If you go to my website, you google me and start looking around. Who's this Josh Ledge Guy? You you'll see, okay, Yep, nope, this guy really likes short video, because I got short videos everywhere. And so what am I doing? Why do I do it that way? I could answer it with text, but instead I'd rather them see my face, because what I know is that video is so much higher touch because of how communication is handled. You know, I've done twozero media appearances, and what I know is that when someone's watching is so, let's say I'm doing media training for somebody, and what I know is that when people are watching them only, and even right now, I would say maybe fifteen percent of what people's opinions or emotions about me right now are based on the words that I'm choosing. The vast majority of your feelings about me right now have to do either with the energy in which they're being said or maybe some nonverbal stuff. If you happen to see the video of what I'm doing. I don't know if you...

...do or not, or if you go and look at it, you're going to look at what's in my background. You're going to look at my hair, you're gonna make judgments of my my hair line was like Jaysus it. Guy's got a high you know, he's got two volume news are why? I'm wearing a black wedding band. What does that mean? I'm wearing an eye watch. What does that mean? That's all part of this story that you're building about me, and part of that story is do I trust this guy or not? Do I like this guy or not? And if, if, if you'd like, when you're watching reality TV shows, there's going to be characters that you like and trust and then there's going to be there's something about that character. I don't know what it is, I can't put my finger on it, but I don't trust him, I don't like them. All. Right, some of that stuff is very intentional on the part of the producers. They want you to they want to design villains right, and so they're going to show camera angles that are less than flattering, they're going to play that that scary sound effect when they show that character. Right, that's all very intentional. So, so, yeah, so again, what we want to do is we want to make it insanely easy for people to fall in love with you. Video is the best way to do that, in my opinion. In in a non personal like it, we're not in the same room together literally. Right, if we're going to be transmitting over pixels, do it via video, because I can gain so much more information about you and feed my assumptions, because everyone always wants to feel like they're right right when they say we start watching a video and ten seconds week we kind of start making judgments about the person and then the rest of our inner dialog is about supporting. Oh yes, see, I was really smart. I do like this guy, and so we're looking for evidence to support our initial opinion of whatever it is that we saw in that video. All right, a lot there too. I'm not really leaving an appeal that apart. I do want to get to authority platform in generosity, and we'll do that in a minute. But because we're right here, are on the doorstep and for folks who are listening, you can go to Bombmbcom podcast and see video highlights from all of these interviews. Actually meet the guests through video, for all the reasons Josh just beautifully explained, and so we always drop those in. And course, Josh it's going to get this video to in. His team's going to do a lot of different things with it because he loves thirty second videos. But, Josh, you know, I think we all kind of understand video and social feeds. We understand when I google someone, video should come up, maybe because youtube is owned by Google, and we want to have a good presence in youtube so that when people search us or search our brand name or search the problem or opportunity we solve, our videos are the ones that they see. But let's focus for a minute on this opportunity to send recorded video messages through a direct channel to a specific person or a specific group of people. When did you get turned on to the idea of video messages and video emails? What was it about that channel that you said this is unique and different from what I'm already doing on Linkedin, facebook, instagram, etcetera. This is different than what I'm doing in Youtube. Break that apart for people, because typically when we talk about video in a business context, people immediately think marketing, team, lights, scripts, editing and production, and that all does matter, but but you identified years ago a specific opportunity and I would love to get your respective on that. Yeah, so, Lou us, and you know again, you know, on top of what I've already shared about why video right, it's the nonverbal it's the energy, it's the eye contact, it's like what's going on in his background. I want to overstep, not over Stimula, but I want to fully stimulate, you know, the emotion of the person that I'm communicating with. Text is had, an email is a very, very poor way of transmitting emotion and evoking emotion within people, and I don't want to say that that's not the case, like if you're reading a really great book. Of course it is. But let's be honest, like if I'm sending someone a marketing email. Yeah, there ain't no way they're going to give it the kind of attention that you would, you know, reading, compared to reading Grapes of Wrath or something like that. They're what they're. But I said expect arience. What I am not going to understand it or experience nearly the same way either. No, now, so they're going to give an email. At Best I can hope for is a handful of seconds, right. And so what I like about Bomba is that man that animated Jeff Right, and yes, I say Jeff. You know of me waving, I'm holding up a sign and I hand right everything. I got their name right here. It's personalized to them and they see that Jeff and they see me start talking in the animated Jeff. So then I evoke curiosity. What's He's saying to me? There's a big beautiful red play button that they can click there and then they can click and they can see my message and I listen. The numbers are indisputable. Our engagement rate easily four to six times what it...

...was with email. And when I say engagement rate, I'm talking about responses. Did they open it? That they play it? Did they read it? A video just works. It's you know, today with someone who's listening this conversation and you already familiar with bombomb and you're not using the platform. You have left so much money on the table because your people are just bored. When you email them, you don't you're not communicating with them, you're just sending them text that they may or may not read. Certainly if it's any length, they're not going to read it. So I listen. I said, you know, when I send group emails, I send bombombs. When I send one to one communication, one to one emails, I send bomb bombs. That's all I do now. Ethan, what I learned is that number. I went into it because I thought, well, I think this is going to be more impactful. Will try it as an experiment. Sure enough, it was. And that's my argument to anybody is like, dude, just try it for sixty days and then look at the results and if the results are not what you hoped, then don't renew either. Don't don't keep using it, but if the results are good, then why would you not? Because if you make one or two additional sales a month or every couple months or something like that, then obviously that's great, positive Roi. But more importantly is that you will build deeper relationships with your email list, with your audience, with your website viewers. Even, no joke, my open rate for some of our lists is between fifty and seventy percent. I don't know the person's listeners right now, what your open rates are. Ours are pretty good because we we value that relationship with them and I always honor that religion. I don't sell a whole lot when I'm sending communications. It's about what did this? What does this person want? Right in this cause go back to the age and crown our thing. What does this person want? What do they need? How can I best serve them? First, because if I can serve them and truly help them first, you know, and that's I forget the quote, right, help other people get what they want, you'll get what you want right. But I'll just say those I just want to finish with this thing. For my friends who are in sales, right, I know what it's like to need to make the sale because you need to eat, you need to pay your utility bill. been there, done that far too many times in my life. If I could convince you of one thing, it even though you've got that, you know you have to make that money. Like you, you gotta. When you wake up in the morning and your first thought is who am I going to sell to you today? It's just emotionally and spiritually taxing to do that day after day. It's tough, right, and so if you find yourself in the same hamster wheel, may I suggest a different approach. The first thing you got to start practicing this and then it will start to manifest, start to happen in your life, is, instead of who am I going to sell to, who can I serve today, and just trust the process that, even though it will feel inefficient at first, well, I'm just going to show up and be everyone's friend. Yeah, you are, because a friendship, friends don't ghost friends, okay, and you know what I'm talking about. If you're in sales, if you're getting ghosted, it is because people feel that you're just in it for you right. So if you show up in their life as a friend, right, they're not going to ghost use like this is Josh. You know I there's nothing for Josh and I to do businesswise right now, but damn, I like that guy. And so that's who you want to be in their life. Yeah, I mean, and then they might introduce you to somebody who does fit that needer that criteria. That the kind of thing that friends do. Man, so good. Okay, so the most important thing that you said they're that I want to reinforce to everyone is that video email and video messages are not about video email and video messaging. Josh, I can't tell you how frustrated I am, is someone who's been helping pioneer this space for a decade now, how frustrating it is to see people buying and selling and talking about video in this really what I regard as a very myopic way. It's all about at tension and it's all about cold prospecting. You can use video effectively for cold prospecting, but you can't use it for a tension. You're going so much farther than the tension. You will get additional attention when you do it, but if that's exclusively the game that you're playing and you're not arting, and I'm speaking to the listener if you're not starting any of your messages or digital experiences or anything else that you're presenting to other people without the other person in mind, as Josh is so clearly and explicitly suggested, and I just wanted to double down on that, video is not going to do wonders for you. If you try to take the same crappy scripts and the same crappy messages with the same crappy pitches that you're copying and pasting into linked connection, like it's just not going to. So video is not the magic you are combined with...

...your interest in serving the other person. I just wanted to plus that up. If you want to double down on that, you can, or if you want to give a couple of tips before we move into your three steps to steal success, like if you want to give a couple more tips besides, think about the other person or the other people first. What's in it for them, and make your video about that, make your email about that, make your subject line about that, make it about them. That's when video comes to life because you're sincere and you're putting putting forth your interest in serving the other person. Anything you want to add to that in terms of tips, recommendations or anything else. I welcome. Oh Yeah, I'm in rolling up my sleeves right now. Let me out. So here's the thing, right is you can't fool anybody today. Maybe short, maybe, short term, you might be able to get away with this at might not in term. No Way. On video. We know exactly what you want. You here and so again, this is my background of media, because I've done over seven under TV segments. Right, you cannot lie to the audience. The audience will smell it a mile away. It's like if you've got sales commission breath right, we can smell it a mile away. You know sounds. It smells like you've been on a bad bender for you know, we can smell it a mile away. So don't, don't think that you can get on and talk about something that is not in integrity with what it is that you really want. So you got to work on you. You have to decide who do you want to be in the world and if it's just making more money and making that commissions for today, I'm telling you, there's a reason why it's tough for you. It's because we all know what you're up to and we don't like it. No one wants to be sold to or manipulated, but we do want to build relationships with people that care about us. Be that person. Yeah, and I just want to add to then, for folks who are listening, who are thinking about how they're trying to reach out and engage prospects, just to go to that kind of cold prospecting, or at least top of funnel type work, if you are not sincere, if you are exclusively motivated, pair on interest. Don't do video for all the reasons. J She's okay, right, I promised me open and I'm and what's it is? Feel for to add a listen? Time will expose or promote you. Video will expose or promote you. There's your tweet. There you go. Treat that up. Okay, so I teased it in the introduction. I really want to hear your take on it. Three and so I'll just kind of read a couple things and then you can break it down and react however you like. So the three steps to sale success. You need authority. Customers are judging you harshly. Number two, you need platform. Stop inviting people to sales calls. It just doesn't work. Anymore. Number three, give first. Generosity is the key to authentic relationships. Now, for folks who are in here, I think we're maybe twenty minutes in now. I don't think any of the three of these things, in the kind of the short descriptions that I that I copied and pasted somewhere from something you published. I don't think any of them will strike people as surprising. But I'd love for you to Break Down Authority, platform and generosity and kind of why those three? How do they work together? How could people manifest it? Like when you maybe engage a engage or coach or help people around these things? What a people struggling with like? Take that anywhere you want. And why are these three that the three steps? Well, so I think of the three, platform is probably going to be the most surprising because I don't see many people in Legend doing this. I don't verifact as he almost nobody doing this. What's what are people doing in legend today? Well, they're honestly, it's just a lot of very it's very transactional and that's unfortunate because again it's very shortsighted. If someone sliding in my DM's, if some of someone sending me cold emails and I can tell immediately. Here's what happens. See, when you reach out, this is what everybody does. We get the communication, we give you like three seconds and then we're going to say, what does this person want, and if the answer to that is something like they want a sale, it's I'm sorry, where I'm not moving forward, like I have gotten. I've gotten emails that probably have a really, really great offer, but I'm not going to reward them because I don't want to reward spammers. It's I'm sorry. It sounds very cold and very harsh and there are very few exceptions to that when it comes to cold email communication. So who do I do business with? I do business with people that I already have a relationship with. So how do we build a relationship together? So you know, couple ways. You got to do that, and that kind of gets into these thinking of these three legs of the stool here is number one is authority right, and so I want to kind of start with let's start with authority right. So Authority is people are going to make a snap decision about you and then they're going to look to reinforce that decision that they initially made about you and they're going to look for evidence. Now you could surprise and delight them. So,...

...for example, why do people put media logos on their website of places that they've been seen and heard? We do it because we are trying to instill authority. So That's authority through association. Okay, whether you agree or disagree with CNN, msmec of Fox News or Wall Street Journal or whatever it is, you still respect that. That is a large platform. And so so you're going to say, Oh, okay, well, Josh is spoken for the Tony Robbins Organization, which I have Right. So, whether or not you like or don't like Tony Robbins, you're going to recognize well, Gad, the guy's got some much decent authority. So I have just gained a little bit of authority through association. Okay, if I tell you that I got a degree from Harvard, I did not, but if I read him, what's that, that would be revealed in time. Yeah. So, yeah, so that you would say. Okay, we look at the at Harvard as being the they if they give degrees, there's some association with authority there. So therefore Josh gets an authority bump. Okay, I did speak for Tony Root, for the Tony Robins Organization, but I did not attend Harvard. Okay, so this is like I feel like this is like, you know, two truths in a lie. Okay, so I need to give another truth here, but that's they don't two thousand media appearances. Okay, when you find out that I've been on TV two thousand or their seven hundred times, two thom media appearances total, you're like, okay, won't for someone to do that. They probably have to be have, garnished some sort of trust in the market place. So, therefore, I'm going to give Josh five to ten seconds more time of my attention. And that's all we're doing with authority, is we're earning attention five to ten seconds at a time. What you say is either going to earn more attention or it's going to be okay, I think we're done here, and that's just the reality of our attention starved audience today. Okay, so authority or all of those indicators. And so when some let's say somebody's listening to our conversation and I peak their curiosity enough for them to do a Google search on me. So they just type in Josh Elledge. There's only one. Well, there's a couple. I'm sure there are a few others, but the only other, Josh Ledge, is contestant on the Bachelor Atte. That is not me. I've been married for twenty six years. But you'll find if you're looking at my Josh elledge stuff on Google, that's what people do today. So you may have googled Ethan Right, Ethan beauty right, and so then you look and see, oh well, what is Google have to say? That's, you know, kind of those vanity search results. Really matter. One of the things. Would you google me? The first thing that's going to come up is my linkedin profile. One of the first things is going to come up. So I know that that's going to be one of the first few things you see in Google. If you're trying to get a for one one on me, that would be a great place to look. And so what I know is that a lot of people click on that end. They look at my linked in profile. Okay, Linkedin is good for some things. It's not real great for a lot of other things, but one thing it's great for is a quick executive overview of someone's professional experience. So if that's what you want and you have, how much control do you have over that profile platform? You have almost infinite control. You can type any thing you want in there and and Linkedin's not going to say boo about it. So my suggestion is, if that's going to be number one or two on your linkedin search results and people are going to look you up on Linkedin to see what you're all about, my suggestion is Max out that platform. And so this is all authority. This is people are going to when they hear about you. One of the first things you're going to do is are going to check you out and they're either going to like what they see or they're not going to like what they see. If they like what they're see, they're going to give you more attention. If they don't like, they're done. Game over, right. So that's authority. Number two, generosity. We've really kind of beat on this to death already. You know, I can't emphasize that enough. People know what's in your heart. You can't fool them. So you have to lead with generosity. Then is what can I give? What can I do in the lives of other people? And I think Ethan, you're going to ask me for a recommendation later. Like you know, who would I give a shout out to for someone that's really made a big impact in my life? And I'm just going to speech you to the punch here. Bob Berg A, you Toman his book. GO GIVER A go giver. Sell more for my friends who are in sales. If you're not following that book and you're frustrated with your sales numbers, go read that book and you'll figure out what what people are after. People want to know that you care about them. So generosity. That's number two. Finally, number three, platform. Platform is the gift that we all have access to and not enough of us are really using it. What is platform? Okay, platform is I've got a stage. I want to put the spotlight on you. I want to put the spotlight on you. I want to put the spotlight on other people. Well, who do you want to put the...

...spotlight on? Well, you could put the spotlight on any old Joe Schmo or. You could put the spotlight on your dream customers, your dream partners, like the people that you want to build relationships with, right and so you want to make them feel special, and don't do so in a manipulative way, but do so in a very authentic way because you truly love the gift that you can give. This goes this is old school deal. Carnegie out to win friends, influence people, right is make other people feel special. So if you have a podcast, Bingo, you have a platform. If you have any any following on social media, Bingo, you have platform. If you don't have any followers on social media but you're part of a group, let's say a facebook group or something like that, that allows you to produce content and share it in a way that would be helpful for that audience and totally within the community guidelines or whatever, you know, you've got a platform. I did this Ethan. I went to an event recently. Is My wife's event. Nobody there knows me like I was. I'm a nobody in that room, but I was a member of a group that had interest in that particular event. It right, and so I found the founder and I wanted to I wanted to just to, you know, get to know the founder. I want the founder to get to know me, you know, if nothing else, just hey, thanks for putting on this event. That's really cool. Of You right, even with no expectation of return. I went up to her I said, listen, I know we're both in this facebook group. Would you mind if I just did a quick facebook live, really quick, and I'd love to give people a tour of, like what you're doing here, why you put on this event or whatever? And I was like, I'm just sitting around doing nothing anyway, so I might as well do something nice for somebody, and so I did that. We went live. I interviewed her. I said, tell me, you know, why should people come to this event? What's going on here? List take a tour around. Let's show some of the vendors here. They loved it. She loved it. And so what am I creating here? Like this isn't even my audience, this facebook group. I just happen to be a member and the permissions were set this such that I could go live here. I created good. Those vendors appreciated me, the the the the Gal running the event, which like man, thank you so much for doing that. And you know. And she's like, you know, what do you do? Like good, you and know. So then she's turned. That's the inevitable thing too. We all know the law of reciprocity, right, and so just give, give, give, give, give, and what's going to happen then? Natural Human tendency is for people to reciprocate, and sure enough she did. And as like well, you know, I'm my wife is Jenny, and you know, and then I you know, really what I wanted to do, I'd say if I had any kind of like well, you know what, what's something good that could come out of it for for Josh and you know I, you know, it's just maybe introduce her to my wife. My wife was a therapist and you know, at this event for therapist, I'm not a therapist. So, as you can see, there's nothing personally I had to gain there. But you know, hey, then I was able to connect the they had a nice conversation. Cool, awesome, but that's the kind of thing. Leverage Platform. Who can you serve with your platform? It's a it's a free gift. It costs you next to nothing to shine, to spotlight on other people. That the you know, it's amazing, Ethan, what we will do for the emotion of significance, to feel like what we do matters in this world, to get recognition. You know, when we look at the great resignation and a lot of the reasons that you people are like, I don't feel like what we're doing at this company really matters. I don't feel like what I'm doing within the company really matters. That's why people are leaving. People want to know that what they do matters in the world. Use Platform and give that gift. Man, that was so good for folks listening. That's authority, generosity and platform. That last add on platform was just fantastic and it's and again, as takes me back to the beginning, like anyone listening is going to be head nodding and going, Oh, yeah, totally, that is how that works. Oh yeah, that is Dale Carnegie. Oh Yeah, Bob Bird, by the way, shout out to Bob Bird to he's mentioned in both of the books that I've coauthored here. Yeah, for all the reasons you mentioned, which is just like, think about that legacy, the idea that you and I both know exactly who he is, that we would both, unprovoked, say something kind about him. Like is the work that we're doing every single day leading to something like that? You know, in asking this question that you already answered at the end of these you know, relationships are number one core value of bombomb so I thought right off the top when I created the podcasts like Hey, I'm going to give everyone the chance to think or mention someone's had a positive impact on their life for their career. I've heard so many great response as I've heard a couple of I've only heard one name three times and I just think every time I hear that I'm like, man, would someone like it? Has Anyone who I've met or served or connected with what they mentioned me right and like and it's not about me, but it's like, have I left that kind of impact with other people? And I think when we get honest with ourselves about does the work that we do matter, there's some in that. But then on...

...the other side of it to going back to the generosity piece. That's all any of us wants as a human being. We want to be seen, heard, understood and appreciate it for the unique individual human being that we are and the more that we can be generous with helping other people be seen and shining the spotlight and sharing our platform and making it available to them is just such a winning play. But it takes them back to the beginning of like why does it seem like an act of faith or a leap of faith to know that if we do these things without a clear, measured, definite, specific outcome in a systematic way, I can't undertake that activity? Like some people just can't make that leap of faith. Any thoughts on that? Why is that so hard for people to bridge? Like it makes sense when you're listening to this podcast, but then you get back to the job and let's just even say the person I'm thinking of right now is a sales manager who leads a sales development or a business development team. They still in the confines of this machine, this system, this process, this business. Somehow don't maybe give themselves or their team members permission to do things where the outcome doesn't have a specific and measurable benefit. Like how do we get caught in that trap when we all know intuitively that everything you said is true? Yeah, well, it's because the twinkie taste good, right the the beer taste good. It's immediate gratification. It's immediate. We have a sales quoted to meet, we are numbers to meet. All we care about is right now. So think about this. Have used this example before, imagine that you're a real estate professional in your local community and you know that you took like, listen, make your immediate sales. But you have to say, you know what, as an organization, what we are going to do is we're going to take twenty percent of our activity and it's going to be all about long term, long term stuff. Right. It's like, you know, you read atomic automic habits poison another book I just was you know, it was just so perfect. Right, is like, you know, frontload the stuff that you want to get done. So if you want to learn Spanish or Chinese or whatever it is, right, you that you know find a way that you will consistently do that at the beginning of the day, you know, when you don't have the pressures of the rest of the day to pile on top of it, right. And so you know. So if you say will look, you know, Friday afternoon or Friday morning, we're do whatever it like, this is going to be time. That all is it's going to be about planting seeds for the future. So if you do that now, it's like the Chinese proverb the best time to plant a tree. I'm screwing up there. Aside. I was a hundred or twenty years ago to the best time to plant a tree was twenty years ago. The second best time is now, right. So we have to plant those trees today, because where you plant your seeds are not necessarily where you will reap your harvest. Okay, but you have to start planting those seeds today, or guess what, you're going to constantly be in that gerbil wheel, that hamster Wi all over it and you'll never get out and you'll always be just eating a hunting and gathering for today, when, in fact, you know, if we play civilization or any of those kind of games, city build our games right. You know that the civilization really made rapid leaps forward when we started cultivating the land and we started farming and that sort of thing. And so that's what we have to do. So think about it from the perspective of let's say you're a real estate professional and you say, you know what, I'm going to take twenty five percent of my time and it's going to be all about just deepening relationships with centers of influence and it's going to be all of no immediate sales from that there I'm not I'm gonna I'm gonna go and I'm going to spend this time doing this thing with these people and I'm going to get Jack from that today. Would you be willing to do that? Because if you can do that consistently, what will happen, let's say over a few years time? Why, I can tell you what's going to happen. You'll never have to work that hard again because all of your business is going to be it's going to well, I've all of it, but you know you're going to a most of your business, I would argue, is going to start to become inbound. You're not going to have to work real hard for it because if you can get yourself a new position where in your local community, let's say, you two three hundred people, when someone asks the question who's a great real estate professional in our area and your name, all of a sudden you just start getting tagged everywhere on facebook every time that question comes up. Okay, it's games at match. You are set for life because of all of the seeds you have sown, you have invested in those relationships and you've shown up in an authentic, generous way. You no longer have to work Ethan right now. I'll just give you you know from we run a consultancy. I help build sales systems that that extol a lot of these virtues that I'm talking about right now. This is great. It's going to blow people's mind. I am booked right now. Okay, through our systems. How we do it right? I have fifteen appointments set every single week as when we're recording this October. I've started. Yeah, I don't know if I'm aspressed to well, the holiday Holly Hollywood magic. Here we're recording on October seven and right now people just to get on my...

...calendar to talk with me. It's the end of December. It's Le It's December twenty two is my first availability. If you want to go through our kind of our traditional, you know, kind of road in, and I've done that because I've exercised this principle. Now it's been a couple of years of bust in my tail. I'm not going to kid you. I've really invested in relationships and systems and platforms and networking and just investing, and it's emotional what I tell you this because there have been times when I've sacrificed the short term money because I knew it was the right thing to do. And today I have that gift that I don't have to work as hard just to run around and do that CEO Hustle stuff every day. You know, where I'm running around trying to like, you know, do this fake marketing on facebook in front of my facebook friends, but just because I want to create enough curiosity so I can sell people into my sales funnel. I don't have to do that anymore because I paid the price early on. So if I can convince you, I you know, that's kind of is. You're my eyes watering up here. Is How bash it and I am about that. I want that for you so you don't have to feel that pressure anymore. Do the thing have the power? That's art of Schopenhauer said that. Man. So good Gosh, I think. I think will transition from they're really, really powerful. I it just it requires. For some of you listening, it's going to require either going against the chain of command or participating in the great resignation and finding a culture that honors this perspective. Or if you're doing your own thing, you you know what Josh just shared. Their about the the hard work, the hard times, investing in places that are that can't be harvested tomorrow and might not even be harvested by you, but knowing that it's still the right thing to do. In preceding I actually jotted down another episode that came to mind as we were talking, Josh. So one of them was episode forty four of this podcast. So I'm going back now. I think this is going to be one hundred and seventy or something like that, but episode forty four is with an awesome guy named Corey sheer. He did his dissertas doctoral work on the relationship between trust, value and loyalty, and we called that episode the three components of trust for stronger customer relationships. He breaks down trust in particular and talks about the relationships between trust, value and loyalty. Sets episode forty four with Corey Sheer one hundred and fifteen with Bou brust Kurrn. These are all guys I feel like you get along with really well, Josh. We called that one rehumanizing your events, content and community, and he really took to video for all the reasons you described, to build a platform and to shine a light on all the people in the fintech industry that are doing great work and build a community around that. Se's one hundred and fifteen with Bou brust current. And then the one that came to mine as we were talking was episode one hundred and fifty with Dr Nick Morgan, who wrote an amazing book called, can you hear me, how to connect with people in a virtual world, and we called that why your virtual relationships degrade over time, and it really is about a lot of the psychology that we kind of ran through throughout this conversation in about the the strengths and weaknesses of these digital channels and how so much of our communication is both emotionally and visually impoverished. In just this act of using video, whether in social feeds, are on your website or and emails or other messaging, can really restore a lot of those missing components. So that's one hundred and fifty with Nick Morgan. You know the questions, Josh. You already hanswered one of them, wants, but feel free to add again. Give me a person who's had a positive impact on your life, your career, and give me a company or a brand that you really appreciate for the experience they deliver for you as a customer. Yeah, again, I'd say personally, you know, Adrian Crown our, of course. You know. I mentioned in Bob Berg. Listen, you know, for me, those are the two people that showed up in my life at the right time that you know as I guess. Yes, this is what I need, this is who I want to be. I want to be generous, I want to take my position because again, you know, as you build your authorities, you build your influence, what do you want to do with it? What do you want? Because listen to the money. It's not hard this. I know I'm coming from a place of privilege when I say this, but money is you know, you can make money and you can get to a point after you make money where you're like, okay, well, I don't need to make money, you know, like I'll keep making money, but like I'm good, you know, and then it's like if you didn't, you know, find value or your your sense of purpose outside of that money, it's kind of an empty place to get to. It really is. I you know, this my second seven figure company. I look, you know, I've made the money and but purpose always trumps the money. When you get their money's cool, but, you know, because what you can do with it's kind of been energy ethan. This second question you ask, I just can you reask that please? Yeah, platforward tool. A company or...

...a brand? Any company, any brand, that you appreciate for the customer experience that they provide you? Well, Geez, I don't want to be too safe. I don't want to be like, okay, listen, Bombam does a damn good job. I got to tell you, you know, I really really appreciate that and I think that there are a lot of companies that they could take a page just, if nothing else, go through the onboarding experience, go through the customer brought, you know, the customer sign up press and there's a there's a lot to learn. I love signing up for products just so I can observe. Okay, what is it like, you know, to experience this for the first time? And I really do that, you know, from you know, almost like a student science, scientist perspective to see that. So I'm sorry if I'm that's kind of not a really original answer. I'm sure you've heard it before, but let's not I'm I'm an advocate. There isn't a I don't think there's at least weekly, if not multiple times a week, that I'm not promoting or Bombam a very organic I know I never give my my affiliate link out, which I thought will probably should be doing, but I just organically. I just constantly talk about it. So, yeah, I listen. I'm really happy with that. I think listen to I think in the marketing world, I we were really love go high levels been a really good solution that. I love their model where it's kind of a just a one fits all price as an agency and that you can resell that over and over again. We use that for a lot of systems and tools that we use. Listen if you use zoom, I don't. I know anything you wanted me to, and I think that. I think some of their customer experiences. It's newer, they're developing it, but boy, the platforms really terrific. Man. Those are those are just some of them. II You know a couple of them that I'm immediately thinking of? Awesome. I am Ethan, but I'm your host on the podcast. I appreciate you listening. He is Josh Elledge Josh. Where can people follow up on this conversation? If they found it energizing, intriguing, provocative, fun awesome and they want to follow up. Where would you send them? Yeah, listen, if you're doing under let's say two hundred, if you're doing under two hundred fifty thou dollars a year in your business, you kind of you know, earlier stage or whatever. I will teach you for free. I do a free intro course. I you just scroll down to where it's his scholarship and and I'll give you this three hundred course absolutely free. There's nothing, you don't have to buy anything. I'm totally cool with giving it away, but you can get that. It's an intro to high ticket sales and it's implementing a lot of this philosophy that I talked about. It's eleven videos. I mean it's a lot of Catt is stuff that other people sell for. I just feel like I have one of our core values is democratization and that's one of the main ways that we do that. So yeah, you just go to www dot up my influencecom free. So if you go to that URL, just make sure you scrolled fine word the scholarship block is and they'll give you always veteran own women, own, minority, own, etceter like. You get a free pass. We give it to we for free. Of your making under quarter million dollars a year, you get it for free. Happy to do that if you are a rock star in business, like you're killing it like in especially you're in the BB world. I'm a podcaster as well. The thoughtful entrepreneur. We have over a thousand episodes, well, I think about a hundred recorded. I am always looking for great stories. We have over a hundred, twenty thousand folks in our social media audience that we'd love to promote you too, but that's just it. Up My influencecom podcast and then you'll see the guest link right there and I would love to featuring, tell your story and promote you to all my audiences. Awesome. I can't wait for my episode on the thoughtful entrepreneur to come out. I'm looking forward to that. Goose. I appreciate you so much spending all this time with me. I Love Your Energy, I love your focus, I love the focus on generosity in particular, as well as the tips on leveraging the platform, as well as all the insights on using video messages. Thank you so much for your time, Josh. Thank you, Ethan, and you even got me to cry a little bit. So let never knew the inner are you. You evoked the inner Barbara Walters in you. Excellent, and we didn't even get to the fact that we're both midwestern boys from Michigan. To take a line off one of your BIOS or something. That's you. The next conversation maybe one that we don't even record. Have a great afternoon, have a great weekend coming up, and thank you all for listening to this episode of the customer experience podcast. The digital, virtual and online spaces where we work every day are noisier and more polluted than ever, and the problem is only getting worse. At risk or relationships and revenue, joint bombombs Steve Passanelli and Ethan Bud along with eleven other experts in sales, marketing, customer experience, emotional intelligence, leadership and other disciplines, to learn a new way to break through the noise and pollution. Human Centered Communication, a new book out now on Fast Company...

...press. Learn more by visiting Bombombcom book or search human centered communication wherever you buy books. 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 podcasts.

In-Stream Audio Search

NEW

Search across all episodes within this podcast

Episodes (201)