How to sell parking spaces to customers who want to marry you

Podcasting from a moving car in Cork Ireland, for 34 minutes
you’ll hear Roger Overall & Paul O’Mahony
talk about a sales funnel to
Help you overcome customer resistance

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In Episode 8 of Season 3, we address a problem every sales-person
knows much too well

We start with a shock

Podcasting from Cork
We’re in Paul’s small 2008 Audi.  Driving gingerly along narrow streets – in between parked cars – waving to barbers & hair stylists – without jumping any traffic lights.

This is first time we’ve recorded  BusinessJazz Podcast in a mobile studio.

Paul’s broke the law – Roger aided & abetted.

You hear us chatting about …

  • Why we’re recording on the move
  • Republic of Work  (1.10) – it’s not just for startups  (2.00)
  • Remember the Republic of Work needs to be genuinely attractive
  • I can’t find anything wrong with Republic of Work.” (Roger)
  • The Cafe @ Blackrock Castle Observatory was our spiritual home (3.00)
  • Today we’re driving towards a business community centre (3.35)
  • Remember every business needs to sell: certainly Republic of Work needs to sell what it offers to its ideal customers
  • There’s a rumour there might be poetry in business (4.10)
  • Remember “Be both Attractive & Sell” –  or else your business will fail to fly  (4.25)
  • Cork City roads are not attractive enough  (4.45)
  • Barbers & hair-dressers  (4.55)

Insight

Drive your business forward 

We get stuck into selling…

  • Introducing The Sales Funnel (5.20)
  • Journey “From Awareness to Selling” (5.50)
  • Who do you want to know you exist? (6.45)
  • Who has “Desire to solve a problem now” (7.10)
  • You have to find out “Who’s ready & able to go ahead?” (7.40)
  • When do you say “Here I am – I can solve your problem, as quickly as you need“? (8.25)
  • What’s your  Quality Standard ? (9.30)
  • What is Good Value For Money  (GVFM) ? (9.45)
  • Clients that want to marry you… (10.20)
  • 6 things top class “used car sales people” find out (11.20)
  • “In the old days...” (12:00)
  • The best sales people send you to another supplier (12:45)
  • How to become trustworthy  (13.30)

Insight

Sell yourself a funnel 

Parking in Cork 

  • How to listen to a potential customer (14.20)
  • Be a “good nice likable person” – establish rapport (15.00)
  • How to build depth of friendship
  • Be friendly (15.40)
  • People like before they buy
  • Gather information to guide you towards making a sale (16.20)
  • Either a Rolls Royce or a Mini may do (16.40)
  • “If you can’t make a sale –  make a good reputation
  • Illegal moving of a traffic cone (17.30)
  • Risk assessment said it was safe to move it one  metre (18.10)
  • Make space in crowded market / parking place (19.10)
  • Create your own space (1920)
  • Innovative law-breaking  (19.50)
  • Summary (20.28)

Insight

Be attractive as a mover & shaker

  • How to address unspoken reservations (2055)
  • Matching your competitors (21.25)
  • People have doubts (21.45)
  • Being let down nicely (22.05)
  • Overcoming doubt
  • Satisfaction guaranteed  (22.15)
  • Trusting & Liking (22.25)
  • Money back guarantee (23.35)
  • “Send us back the wrapper” rant (24.00)
  • Valueless guarantees

Insight

There is always something hidden

  • The half-drunk bottle story (24.35)
  • Lifetime value of a transaction in a supermarket (25.00)
  • The €40K transaction
  • Imagine filming people entering a supermarket…
  • Without a quibble (27.25)
  • Wine Corks  v Screw-tops (28.10)
  • Recycling plastic stoppers (28.20)
  • The cork trees in Spain are dying (29.00)
  • How to open a bottle without a screwdriver (29.15)
  • Cork School of Music 29.45

Insight

That bottle of Rioja is worth €40,000

The next question:

  • May we Podcast from Republic of Work in future?

——————–
Appeal to our supporters :
Please tell one person
about #BusinessJazzPodcast
______________________

Our 4 best bits of advice

  • Use a Sales Funnel
  • First be trusted & loved
  • Rapport reigns – foster & nurture it
  • Show you’re trustworthy – the most genuinely attractive supplier

________________________

Let’s work together – fondly
@rogeroverall Show and Tell Communications
@omaniblog on Twitter – Phone Paul
@bizjazzpodcast Leave comment on businessjazz.net
@mcfontaine Mark Cotton (sound)  AudioWrangler

We’ll be back next week 

Brilliant customer service leads to profits through loyalty

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Podcasting from Cork Ireland for 36 minutes
you’ll hear Roger Overall & Paul O’Mahony
talk about customer service to
Help you attract & keep more customers
____________

bj-s3-e7-artwork-finished

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In Episode 7 of Season 3, we address a problem many businesses don’t know they have.

We start with surprising questions

  • Who invented the term “airplane mode”?
  • Why the heater was blasting away in Roger’s office

Insight:

None

We get into the meat

  • The weather for entrepreneurs & startups can be unpleasant
  • Should business people pretend they’re feeling great when they aren’t?
  • Is it better to be “authentic” or always have your best face forward?
  • Should podcasts be perfect or should they (sometimes) show bad humour?
  • Why Paul felt like flagellating in the corner – not flatulating
  • Is ‘real‘ communication better than ‘consistent‘ communication?

And move on to 

  • A story from days of corporate culture transformation in London
  • How mistakes in customer service & recovering well can deepen rapport
  • Is it wise to make deliberate cock-ups & recover with style?
  • Deliberate breakdown of coach, sweets, replacement coach & refund
  • Word-of-mouth marketing is powerful

Insight

All this can be fun – when you do it well

There’s plenty more 

  • What should a waiter do?
  • The behaviour of waiter clattering  a cup of coffee
  • Most apologies are insincere & fake.
  • How to apologise to a customer
  • Human connections – make yourself ‘vulnerable’ (9.05)
  • Dreadful pints of Guinness are served (8.20)
  • Customers have crap days – may empathise with you – sometimes (9.30)
  • If you’re a miserable git all the time – or a misery gut occasionally (10.00)
  • When your default setting is “miserable” (10.35)
  • Humans have bad days (11.25)
  • The challenge is to explain in an impressive way (10.50)
  • You don’t have to beat yourself up when you let yourself down (12.05)
  • Don’t hiss at the cat, bark at the dog & let everyone have it (12:45)

There are more stories

  • From the days of corporate transformation in London Transport (13.10)
  • Making Mistakes in customer service & recovering well deepens rapport
  • Deliberate cock-ups are tricky
  • If you breakdown, hand out sweets, provide replacement coach + refund
  • Word-of-mouth marketing works

The best story – told by Roger

  • A Richard Branson story – heard from Dinah Liversidge (16.40)
  • Virgin Airways destroyed wheelchair – what they did to make it up to her
  • Unequivocal apology – no mincing words
  • Richard Branson phoned her – maybe from a balloon
  • Dina got the Rolls Royce of wheelchairs
  • She switched her custom from British Airways to Virgin Atlantic
  • How many have heard that story?
  • People who get lousy customer service
  • Dina decided she didn’t want to be paralysed anymore
  • Sarah Weldon was also paralysed
  • It’s great when you overcome extraordinary disabilities
  • Andy Bounds, blind, turned that into ‘Clearer Communications’ business
  • It’s good to design buses for people with disabilities – it helps everyone
  • Exceptionally clear communications impress & lead to loyalty

Insight

Some companies are astonishing & worth copying

You can be magnificent

When things go wrong

  • Does being moody damage your business? (27.00)
  • Yes – if you do certain things – and not if it isn’t a pattern
  • Cocking-up a meal in a restaurant
  • Rant by Paul about the ruined meal
  • Knock money off the bill
  • Free meals for all
  • Vouchers encourage customers to return
  • What’s the marginal cost of providing a meal in a restaurant?
  • You can recover from giving lousy service – but how? (31.05)

——————–
Appeal to our supporters :
Please tell one other person
about #BusinessJazzPodcast
______________________

Our 3 best bits of advice

  • You can make the second impression more powerful than the first – and diminish the impact of a poor first impression 
  • Being moody is human – dealing with it well can lead to even better relations with customers
  • If you’re apologising, be whole-hearted 

_______________________
We spoke fondly of

  • London Transport
  • Dinah Liversidge
  • Business Networking International (BNI)
  • British Airways
  • Virgin Atlantic
  • Richard Branson
  • Rolls Royce
  • Andy Bounds

________________________
Let’s work together – fondly
@rogeroverall Show and Tell Communications
@omaniblog on Twitter – Phone Paul  (phone number on podcast)
@bizjazzpodcast Leave comment on businessjazz.net
@mcfontaine Mark Cotton (sound)  AudioWrangler

We’ll be back

After Episode 6- epilogue

Hear Roger & Paul chatting after recording the podcast.

The two podcasters from Cork reviewed the key points.

img_0863

Hear Roger & Paul chatting after recording the podcast.

The two podcasters from Cork reviewed the key points.

Paul tells the story of how he intended to dump Sky and move to Eir.  And how he ended up dumping Eir…

Roger showed Paul a “standard” email he got.  Together they ridiculed it.

Post-mortem, autopsy, post-script …

How to phone future customers successfully

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Podcasting from Cork Ireland, for 31 minutes you’ll hear

Roger Overall & Paul O’Mahony tell stories

to  “Help You Go Cold-Calling”

Topic:

Attractive cold-calling?

thecoldcall-businessjass-s3-e6
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In Episode 6 of Season 3, we address a phobias many business people say they have.

We discuss 

  • Roger’s dreadful “vile” emailing skills (3.05)
  • How to give something valuable to potential customers (5.29)
  • What Roger should have done (6.30)
  • The “human” thing to do (+ what not to do) (7.00)
  • The “perfect” formula (8.10)

Insight

It’s great to get a gift – give gifts…

We also discuss

  • Real cold calling (8.30)
  • High-value service (9.10)
  • Expect nothing back (9.30)
  • Non-attribution licencing (9.50)
  • Win-Win behaviour (10.30)

We even discuss 

  • Advantages “creatives” have  (11.40)
  • How you can write them a blogpost for them to customise (12.05)
  • Beacon technology (12.25)
  • Auto-mechanics (13.02)
  • Random acts of kindness (13.30)
  • Cold-calling all Restaurants in Cork City (14.35)

Insight
Any type of business can “cold-call” prospective clients

Especially

  • 3 big reasons why people hate cold-calling:
    – Fear of strangers (15.35)
    – Fear of hearing “No” (15.15)
    – Getting past gatekeepers (15.45)
  • Leaflet-dropping, mass mailing (16.20)
  • Example of inventing copy for an email (16.45)
  • Paul’s fundraising experience rattling tin cans in Limerick (17.40)
  • Westonbirt Arboretum (tree place) in UK story (18.50)
  • 99% rejection is good
  • Local & business knowledge matters (20.20)
  • Status of client is important (20.50)

We finished with

  • Hooking the person to be interested in you before you go selling (21.20)
  • Extra motivation for calling – research about business culture (21.45)
  • Making lists of people to contact another time (23.00)
  • Getting permission to contact them again (23.30)
  • Maybe it’s great to be rejected (25.00)

Insight
Permission is Genius

Appeal to our supporters :
Please tell someone
about #BusinessJazzPodcast
______________________

Our (9) best advice 

  • Don’t do what Roger did  (25.35)
  • Do something which is a free gift (25.45)
  • Seek nothing in return (26.00)
  • Seek permission to talk or call again (27.25)
  • Use your status (27.00)
  • Create a point of interest to build rapport (27.40)
  • See every response as a bonus (28.10)
  • Always seek permission to call again (28.30)
  • Keep your morale up (29.20)

_______________________

We spoke fondly of 

Beer breweries
Restaurants in Cork, Ireland
Motor mechanics
Westonbirt – The National Arboretum
Tewksbury, UK
Malmsbury, UK
________________________

Let’s work together – fondly
Roger @rogeroverall  Show and Tell Communications.net
Paul @omaniblog
Us @bizjazzpodcast
Mark @mcfontaine audiowrangler.co.uk (sound)

Is Your Browser Experience Detestable?

___________

For 36 minutes you’ll hear

Roger Overall & Paul O’Mahony shout

about loving your suppliers & staff

Topic

How can we win affection? 

browserexperience

________________

In Episode 5 of Season 3, we sink into this challenge that tests every business.

We discuss 

  • It’s important to remember what podcast you’re on
  • Welcome “browsers” into your store – they’ll buy in future (2.00)
  • Show “you’re very welcome” (3.30)
  • Give customers space & time
  • Damn pop-up ads on websites
  • Attract some, repel others (7.40)
  • Don’t ignore loyal customers in favour of new customers (9.10)
  • Have a Web page for first time visitors (9.55) – a “Start Here” page

    Insight

    Great welcomers win

We also discuss ………………

  • The big mistake we made last week (12.28)
  • “We are European” (14.25)
  • Our primary purpose  (15.10)
  • Fresh thinking from USA
  • It’s a pity we don’t have advice from Japan & China (17.00)
  • “We’re lazy” (18.00)

Insight

Admit your mistakes quickly 

We also discuss:

  • Make a fuss of your suppliers & employees (19.49)
  • How to treat your suppliers well – pay invoices on time
  • Be irresistibly attractive
  • Why it’s important to be consistent (23.30)
  • Why treat staff well
  • Case study: Amazon in Cork (24.15)
  • “Internal customers” (25.00)
  • 3 things a company can do to be genuinely attractive  (25.20)
  • Generosity
  • Respect
  • Cheerleading
  • Selling books in Ireland & USA (28.10)
  • Projecting an image of your business ethos (30:05)
  • Featuring staff  (31.00)

Insight

Do something that matters every day 

We finished with

  • Summary of key points  (31.20)
  • Cheering for Mark Cotton, our audio & music genius & Sarah (33.50)
  • He’s @mcfontaine
  • Produces The Bletchley Park Podcast
  • Truly “the bees knees”
  • Thanks to listeners (35.45)
    ___________________

Appeal to our supporters :
Please tell one other person
about #BusinessJazzPodcast
______________________

We offer you our best advice 

  • Be generous
  • Be respectful
  • Be a cheerleader
    _______________________

We spoke fondly of

  • O’Mahony’s Bookshop in Limerick
  • AJ Leon, Misfits Inc @ajleon
  • Akari Software
  • Borders Bookstore
  • Chris Brogan, author @chrisbrogan
  • David Hobby, photographer @strobist
  • Rich Roberts @FiremanRich
  • Mark Cotton, sound engineer @mcfontaine
  • USA, Canada, Europe, Germany, Japan, China, Manilla, Mexico, Texas, Vietnam, Australia
    ________________________