Video

Always

Taking Advantage Of The Disgruntled Customer

Entrepreneurship, Leadership, On Being Extraordinary, Serving Existing Customers Better, Video / By

Do you know how much it costs to get a new customer? Figure that out. Then, take a new look at your customer recovery/retention practices. You may find that the money you think you’re saving is costing you valued customers.

Another video that I recorded 5 years ago for the retailing space focuses on a supreme opportunity every company has in turning around disgruntled customers. It’s a fast path to greater customer loyalty.

It doesn’t matter if you’re selling software, tires, cars or ebooks. The magic is still in taking care of customers. My business philosophy is still valid.

Always

Randy

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"We're Not Smart Enough About That Yet" - HIGHER HUMAN PERFORMANCE Podcast Episode 267

Finding The Shortcut To Customer Loyalty

Entrepreneurship, On Being Extraordinary, Serving Existing Customers Better, Video / By

Five years ago I recorded this video. It was primarily for people in the retailing or online selling space, but the message is true no matter what space you’re in, and no matter what you’re selling. Customer experience is still at the heart of the matter.

Some thing never change. Namely, my philosophy that outstanding customer experience is the path to remark-ability! And it doesn’t matter what you’re selling.

Is it possible to create loyalty even when you haven’t sold anything?

Yes, absolutely. It can happen if you’re committed to being remarkable.

People talk about a “loyalty ladder” but I’ve always thought of it as a circle. It starts with a “suspect” (anybody who is breathing), moves to prospects (anybody who might be interested in what you’ve got to sell), then goes to shoppers (somebody who has a higher interest in what you’re selling), then a customer (those are prospects we’ve converted into buyers, but they’ve just bought from us once), then to clients (those are the folks who buy from us more than once) and ultimately ADVOCATES (the people who wouldn’t dare buy from anybody else, or recommend anybody else). We can create advocates from folks who don’t even buy from us though.

Randy

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Higher Human Performance

Serving Your Number One Customer: Leadership Pixie Dust

Leadership, Video / By

The CEO was describing a person – a leader in his organization. “He’s got pixie dust,” said the CEO.

I inquired, “What does that mean?” Thinking I knew, I still wanted to hear this chief executive verbalize it. And he did.

“He just handles things more remarkably than anybody else on my team. It’s almost as if he’s clairvoyant.”

That’s pixie dust power and effective leaders have it. Poor leaders don’t. And it makes all the difference in the world in their work…and in their careers.

Randy

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"We're Not Smart Enough About That Yet" - HIGHER HUMAN PERFORMANCE Podcast Episode 267

The Myth Of Business Failure (And Success)

Entrepreneurship, Personal Development, Video / By

This video is now 5 years old.* Hard to believe I recorded this back in 2009. Yes, the economy was a bit different when I recorded this, but I’m putting it out there today because I still believe in the message.

As this was recorded I was in the midst of coaching some people who had fallen prey to some Internet marketers. That perspective comes through. My mind hasn’t changed, by the way. I still love the optimism, but warn everybody I know to proceed with great care at what is really a “business opportunity” market. People in pain are susceptible to being duped.

Business and career failures can teach us some things. We have to be wise in our quests – and resilient. Dogged determination coupled with a strong sense of purpose can help propel us forward.

Have things improved for you in the past 5 years? Have you figured some things out in the last 5 years? I hope so.

But I know many people who are still suffering as much as they ever have. They’re looking for a way out of failure. It’s easy to embrace defeat, but that doesn’t help. Still others are embarrassed that they’re not driven toward self-employment even though they feel everybody is declaring that employment is a poor choice. Not everybody is meant to be self-employed. Self-employment isn’t the barometer of success for everybody. Just read Carol Roth’s The Entrepreneur Equation. She tells it like it is. Candid conversation is usually the most profitable. You can listen to her.

Tenacity is the order of the day. Relentless pursuit. Shaking off failure knowing it’s the price we must pay for success! But telling people who are suffering that they should simply be strong is a pretty hollow battle-cry.

We all fail. Ari Herzog wrote a terrific piece entitled, Finding The Faith To Work For Yourself. He’s candid. I love that about him. Blunt, honest, out front communication. My kinda guy.

* Note: I recorded this in September 2009. I was only about 4 months removed from stepping away from a 20-year stint leading a multi-million dollar company. I was very much in start-up mode and starting-over mode.  Today, my focus and concentration is on the human side of business. That’s why the podcast is now HIGHER HUMAN PERFORMANCE.

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Episode 190 – Sell Something And Get Happy, Happy, Happy!

Entrepreneurship, Podcast, Video / By

Podcast: Play in new window | Download (Duration: 38:48 — 35.9MB)

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Phil-Robertson-Duck-CommanderSell something!

As I exit, I regularly exhort a guy who works at my gym with those two simple words. It’s admonition from one old salesman to a much, much younger salesman. It’s encouragement many salespeople give other salespeople. Because we all learned the same truth…

Nothing happens until somebody sells something.

Businesses fail for a variety of reasons, but most of them are just excuses really. Lack of capital has always been a popular excuse. I’ll tell you the real reason businesses fail. It’s the only real reason why they fail.

They didn’t have enough customers!

No wonder so many entrepreneurs fail and are miserable. They haven’t sold anything. If you want to be happy, happy, happy…then sell, sell, sell.

Today’s show recaps four B’s to help you do just that:

1. Be valuable.

2. Believe in what you can do for others.

3. Be resilient (don’t take rejection personally).

4. Be tenacious.

5. Be lovable.

I even fired up the webcam and recorded today’s show on video because some of you have asked me why I don’t do much video any more. No real reason. I just fell out of the habit. I work in a dimly lit studio and forgot to fire up lights to make the video more (ahem, less) appealing. I hope this tides you over for awhile. 😉

Thanks for watching, listening, reading and caring enough to give me your time. Now, go sell something!

Randy

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