Each episode of Exceeding Expectations features an interview with a person that loves their work and tries to far exceed the expectations of their clients. This results in a win-win situation for the person doing the work and for the client. The client is delighted that they received more than they expected which often leads to them writing fabulous testimonials and passing on more referrals..
Scott Stanfield is the Modern Longevitarian. He loves working with people, training them improving the culture at their establishments and and optimising restaurants. For over 25 years he's forged a path by questioning the status quo, by connecting dots, and building systems. This has resulted in increasing profits and it all starts with people with great character. Training these people on an elevated level and sustaining an ecosystem of safety. All of this is governed by the ‘WHY’ and when cultivated correctly these three pillars of HIRE. TRAIN. SUSTAIN have greatly raised the leadership lid of management teams, boosted the 'numbers', and expanded the collective Emotional Intelligence (EQ) of both the FOH (front of house) and BOH (back of house) teams.
The advice of Seth Godin from his book "The Purple Cow" has stayed with Scott for a long time about aiming to be remarkable and his view is that if he and his staff can be the best they can be then that will result in them being the best restaurant.
Scott works hard on delivering a great service to his customers and it often results in fantastic reviews, such as this recent one:
Ian is an experienced Keynote speaker on Cloud & Social Selling and also in providing Sales & Marketing consultancy resulting in key marginal gains in performance.
He's been a Guest Blogger and Social Influencer for Oracle, SAP, SAGE, Equinix, Cloudtech. Maximiser. Miller Heiman.
He and his company Natterbox have developed an amazing integration with the Salesforce system to deliver a far better customer experience for the customers of their customers, that will lead to far less frustration than customers usually suffer when dealing with customer service calls and being transferred from operative to operative and each time starting again with describing the issues they're facing. The system that Ian describes is far different to that.
He talks about not just going the extra mile, but by aiming for an extra five miles, and that it doesn't take five times the effort. He believes that by 2020 it will no longer be about price it will all be about customer experience.
One of Ian's favourite quotes: "Behind all smart devices and other technology is the need to get closer to the customer" Marc Benioff, co-founder – Salesforce
When people turn 65 in the USA they are eligible for a system called MediCare which many people find difficult to navigate. BabyBoomers helps customers find their way around this minefield much easier and gives them a far better and less scary experience than those using many other companies. When you consider that there are over 10,000 people a day turning 65 it is a very big issue. Danielle setup the company in 2005 with her brother. They do a number of things to make the whole experience far more pleasant rather than just being treated like a number which happens with many insurance companies and as a result they receive a huge amount of referrals and great testimonials.
His passions are world-class customer service and strong leadership. Bryan has facilitated workshops and delivered keynotes all over the world for various companies. He speaks on a variety of topics related to service excellence, leadership effectiveness, employee engagement, and organisational improvement.
As a consultant, Bryan works closely with companies to design, develop, and implement sustainable service strategies. His company's online store includes a growing collection of customer service products that are well-suited for your training library.
James Nathan helps people build totally referable businesses that are far more profitable and more fun. As well as helping people to network effectively, sell softly and cross-sell regularly with Clients who love you and tell everyone!
Topics covered this week
"Good service gets people talking about you, great service gets people shouting about you
How Jimi Hendrix effected James business
Why we shouldn't use "Satisfaction surveys"
How Exceeding Expectations can be like teaching a dog to sit
Why is working as a waiter in the UK is not seen as a career like it is in France
For Recruitment Businesses, James also provides recruitment training courses including: Good to Great – Ultimate Consultant Candidate Sourcing and Management Pitching and Presentation Skills Networking Skills for Recruiters Recruitment Sales Training Advanced Business Development and Strategy Retainer Selling Client Relationship Excellence Headhunting Skills and Practice Coaching Helping you to develop and improve your client development and sales/marketing skills. Get new clients, grow more business. One-to-One Business Mentoring and Coaching. Academy Generate significant new revenue for your business by developing your future leaders into confident, effective business winners. Your own in-house Business Development Academy “James brings a fresh and contemporary perspective to sales in a professional services context”. Ed Turner, Managing Partner – Taylor Vinters LLP Popular subjects areas I have spoken about and taught recently include:
Marion is a natural leader and brings a unique outlook and approach to the work she does. She is passionate about supporting her industry, the professionals within it and the customers they serve.
Marion brings a unique blend of skills, strengths and insights to her many roles and responsibilities within the industry.
This unique perspective, combined with her passion for mentoring and creating opportunities for others in her industry to thrive, led to her launching a virtual summit for Women In Surveying in 2018. She also delivers training on well-being and confidence for Lionheart, the charity for RICS professionals.
Marion is also Managing Director of BlueBox Partners, a firm of chartered surveyors in the business of providing support, training and resources most relevant to residential surveyors and valuers, whatever stage of their career.
With 20 years’ experience in the residential property sector, and having qualified as a chartered surveyor in 2004, she understands the challenges those in her profession face.
Episode 27 features John Ruhlin the author of a fantastic book called Giftology, the art of gifting in business and how it can win new relationships and maintain your existing relationships.
John Ruhlin is the world’s leading authority in maximising customer loyalty through radical generosity. He is the founder and author of Giftology and has been featured in Fox News, Forbes, Fast Company, Inc and New York Times and appeared on podcasts such as Pat Flynn, Lewis Howes and The Art of Charm. While becoming the #1 performer out of 1.5 million sales reps for one of the world’s most recognisable brands, John developed a system of using generosity to gain access to elite clients and generate thousands of referrals. He and his firm now help automate this process for individuals and organisations like UBS, Raymond James, DR Horton, Keller Williams, the Chicago Cubs, and Caesar’s Palace. John and the Giftology team can help any individual turn their clients into their own personal sales force to drive exponential growth.
Some of the topics discussed in this episode:
How John won business with The Chicago Cubs by sending them gifts for 6 1/2 years. They eventually reached out to him and led to an amazing story and results for the team, their business and fans
Why gifting is the long game
The book changed his current relationships as people were really wowed by the contents
He is best friends with Hal Elrond, author of "The Miracle Morning", who was one of the people who helped motivate John to get the book done
The 5 year launch for the book that involved doing something book related every week for those 5 years
Good gifting leads to active loyalty, which is far better than passive loyalty, but most people don’t even realise they have a loyalty problem
Giftology leads to reciprocity. Helps you show your appreciation for business and personal relationships
He grew up a farm boy one of 6 kids in Ohio and originally wanted to be a doctor. Got a job selling knives for Cutco pocket knives which changed his life.
How a girlfriends dad taught him the power of taking care of the inner circle
Many gifts lead to the wrong results, bad ROI and low costs per impression: John explains what costs per impression means and the importance of it to you getting future business John has gifts he gave 15 years ago that are still giving active loyalty to him and gaining him new business all these years later because of high costs per impression
“In business most people do gifting because they’re having an event or its Xmas and they want to check the box and to me thats a waste of money. You’re not gonna get any ROI out of that and it’s a waste of money.”
Great advice for speakers and Thought Leaders
80% of budget to take care of 20% of relationships - for most people 80% of revenue comes from 20% of clients
Its not about how much you spend, its about how much value will it give to the people that receive it
What gifts should you giveaway at trade shows? Listen to Johns insightful and maybe surprising answer
Why women are so much better at giving gifts than men
“In 40 years of business the reason I have more referrals and access and engagement with my relationships is I found out one simple truth; If your take care of the family, in business everything else seems to take care of itself” - this was John’s lightning bolt moment He still sells millions of dollars worth of knives The giftology recipe, which is about taking care of the inner circle, people that aren’t able to see the reasons for that aren’t a client John wants to work with, because John knows they won’t get the results that john gets for his customers Targeted Jeffrey Gitomer - John met him and started sending him monthly gifts for 18 months -all personalised knives with personalised messages until Jeffrey eventually said to him: “John you’re the most pleasantly persistent mofo. I’m not gonna guarantee anything but if you fly out here I’ll hang out with you for a couple of hours and we’ll see where that leads “ he became a raving fan , interviewed John on his podcast, did videos for him, referred him to his clients and generally endorse him and sends John messages occasionally such as “It’s 6am and I didn’t even wanna think about you, but I’m using one of your stupid knives to cut up an apple and my girlfriend thinks you’re amazing and keeps talking about you all the time and I feel like I’m sleeping with your sales rep!” By sending gifts with the clients wife’s initials on them, he got their wives to become a raving fan and won him business. Referrals went up 110% for the clients business and the only that changed was by targeting the inner circles of his clients with personalised gifts. “Very often the people that win in business are the people that are liked, trusted and top of mind” Top 10 list of the things to avoid if you want active loyalty: Www.thegiversedge.com download that paper for free Giftologygroup.com - a course on there called “Referrals without asking” More information at: More information at: https://tonywinyard.com/ee027-john-ruhlin/ Exceeding Expectations links: www.ExceedingExpectations.meFacebook GroupTwitterLinkedInYouTube How to leave a podcast review: https://tonywinyard.com/how-to-leave-a-review-for-the-podcast/ Note: some of the resources above are affiliate links, meaning I get paid a commission (at no extra cost to you) if you use that link to make a purchase. This all helps fund the show costs.
Nevil is a Sales & LinkedIn trainer, coach, speaker & author and firmly believes that if you aren’t having fun whilst learning then there is something wrong. This episode is packed with great tips on how to improve your customer relationships and food for thought on ways you can take a different approach to get better results.
Nicholas Brice helped transform the fortunes of Brighton Football Club’s off-field activities that resulted the club winning awards from fans of other clubs Fewer than 30% of people in a national survey said they were engaged in the job they did. Nicholas discusses the problems this can bring to organisations, and the problems that results from accepting adequate standards. What he learnt from working on a project with Toyota in Japan Why you shouldn’t choose your best practitioner to be the team leader He wrote a book called “Brand Alchemy” What he learnt about Kaizen - “There is no best only better” He tells us about his programme “Speaking with Presence and Impact" https://www.360degreevision.co.uk/ 360 Degrees provide leadership speakers for business with 20-40 min high impact keynotes to get people thinking. Challenge people to consider new ways of leading…with more ‘soul’. As well as the best keynote speeches, perhaps add one or two of their 60-180 minute masterclasses to your programme. Packed with action planning guides & tangible take-outs. They also combine their sessions for longer ‘retreat’ experiences of two or three days. They often use their work with the American Express Community Stadium as a backdrop. Much more than just a speech on football. It is the story of how a new stadium is developed to deliver history making sales and attendance increases. A story of how a board of directors, leaders and staff connect with the soul of the stadium, the Club and the public. How this enabled the team to achieve history making sales and attendance increases…in two short years. Their tools and methods are used with a range of other major national and international brands and have been developed over the past 35 years. Therefore the sessions are highly practical and grounded in real success.