How You Can Increase Sales through Customer Service. With Peter Shankman. #350
Welcome to Sales Kick-Off Week on Accelerate!
Joining me on Day One of The Accelerate! Virtual Sales Kick-off Week is my guest Peter Shankman.
Peter is one of the most sought-after keynote speaker on customer and social economies; founder and CEO of The Geek Factory; founder of Shankminds; the author of multiple books, including Zombie Loyalists: Using Great Service to Create Rabid Fans, and the host of the Faster Than Normal podcast.
On Day One of our 2017 Virtual Sales Kick-off Meeting we are focusing on your customer.
In this episode, Peter starts kick-off week by sharing lessons about how you can use customer service as your engine of revenue growth in 2017. Among the key lessons provided in this episode are: how to always exceed your customer’s expectations, why referrals are more effective than advertising and how the role of the sales professional will be changing in 2017 and what that means for you.
Don’t miss this essential start to your ongoing sales education in 2017!
[1:10] Peter runs Shankminds.com, a 150-person online Mastermind working through the entrepreneurial process. He is a corporate keynote speaker; he does video stand-ups; and he has published four books, with a fifth coming in 2017.
[1:50] Andy asks about Peter’s ADHD; Peter was perceived as a difficult child in school. Faster Than Normal, which is the number one podcast on ADHD, discusses ADHD as a gift, when it is mastered, and correctly managed.
[5:32] Bosses need to understand that chances are one of their team has ADHD, and trying to fit them into a mold is a mistake. Let them work the way they need, and they will be more successful.
[7:16] Customer Service is a revenue generator when you do it right. Your customer isn’t generally used to great service. If you provide service better than they expect, they will buy more from you. And praise you around the world.
[8:11] No one believes how awesome you are, if you’re the one to tell them. If their friend tells them, then you’re awesome.
[9:37] Ask your clients how you can make their experience better. Show them that you’re listening to them.
[12:28] Customers don’t need balloons, or ‘freemiums.’ They need you to know their name, and that this is not their first visit to your company. Just be attentive. Don’t focus on the sale; focus on what you can do to solve their problem.
[14:04] B2B buyers are people, too. They buy at work the same way they buy as consumers, getting recommendations from trusted friends, just in larger orders. Be a little better than your competition’s horrible service, to win their loyalty.
[18:00] Advertising is a weak tool, contrasted against personal experience, and referrals.
[18:49] How Peter sees the evolving role of salespeople.
[21:48] Value is specific to what the customer wants. Why customers aren’t interested in “dinner and drinks,” but getting their job done on budget in the least period of time possible.
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More about Peter Shankman
What’s your most powerful sales attribute?
I like to be a connector. To do things for people, that don’t cost them money. Sharing ideas.
Who is your sales role model?
Richard Branson, Seth Godin. The non-traditional ways they sell. When you’re doing stuff to make me happy, I’ll buy from you every time.
What’s one book that every salesperson should read?
Raving Fans: A Revolutionary Approach to Customer Service, by Kenneth Blanchard. The Art of War, by Sun Tzu. Anything that makes me think differently. Vertical Run, by Joseph R. Garber. Every time I read it, I figure out new ways to attack problems.
What music is on your playlist right now?
My 2016 Marathon training playlist, with everything from Audiomachine, Nickelback, Pitbull, Hamilton, OneRepublic, Taylor Swift, My Chemical Romance, LunchMoney Lewis, a lot of Broadway.
Contact Peter Shankman
Mastermind Website: Shankminds.com
LinkedIn: Peter Shankman
Engagio’s Account Based Marketing and Sales platform enables teams to measure account engagement and orchestrate human connections at scale.
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Andy is the host of the top-rated 6-day per week podcast, Accelerate!, the go-to resource for the best sales advice online. He is the author of Amp Up Your Sales: Powerful Strategies That Move Customers To Make Fast, Favorable Decisions. Amp Up Your Sales is on HubSpot's list of the 20 Top Rated Sales Books of All Time. He is also the author of Zero-Time Selling: 10 Essential Steps to Accelerate Every Company’s Sales (which won Top Sales World's award as one of the Top 3 Sales & Marketing books of 2011.)