This video focuses on what the so-called ‘Experts' often don't.
Yet, Adrian Law shares how this one thing is more reliable, it can give you more consistency, and better results.
How to Attract More Customers is a must-watch if you want an easier, simplified way to build your business.
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HI, ADRIAN LAW HERE, AND TODAY I'M TALKING
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ABOUT HOW TO ATTRACT MORE CUSTOMERS.
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NOW, IF YOU CAN SEE THIS VISUAL BEHIND
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ME, YOU'LL SEE THAT THERE'S A VERY
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STRONG MAGNET.
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MAGNETS ARE POWERFUL.
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THIS RIGHT HERE,
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THIS GLOBE,
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THAT IS A MAGNET.
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CAN YOU SEE THERE'S SPACE IN BETWEEN?
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SO REALLY POWERFUL
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IMAGINE HAVING,
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A MAGNET IN YOUR OWN BUSINESS THAT
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ATTRACTS ALL THE CUSTOMERS THAT YOU
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WANT. SO THAT'S WHY I'M GOING TO
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TALK ABOUT TODAY.
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SO PLEASE STAY TUNED.
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FIRSTLY, WHEN PEOPLE THINK ABOUT ATTRACTING
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MORE CUSTOMERS,
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OFTEN ADVERTISING,
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MARKETING,
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HAVING A PRESENCE ON SOCIAL MEDIA,
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ALL THOSE TYPES OF THINGS,
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ARE FRONT OF MIND,
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REALLY, AREN'T THEY?
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AND WHILST THOSE THINGS CAN BE VERY EFFECTIVE
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AND CERTAINLY HELPFUL,
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THAT'S NOT WHAT I'M GOING TO TALK ABOUT
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TODAY, BECAUSE THERE'S SOMETHING A
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PLAY THAT'S MUCH MORE POWERFUL,
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MUCH STRONGER,
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MUCH MORE CONSISTENT.
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BUT MOST BUSINESSES FAIL AT THIS.
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MOST SALESPEOPLE DO NOT DO A GOOD JOB
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OF THIS AT ALL,
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SO LET'S HAVE A LOOK.
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I'VE GOT THREE LITTLE KEYS TO SHARE WITH
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YOU, BUT IT'S ALL AROUND ONE MAIN TOPIC,
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AND THAT IS THE CUSTOMER EXPERIENCE
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CUSTOMER EXPERIENCE.
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NOT TO BE CONFUSED WITH CUSTOMER SERVICE.
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CUSTOMER SERVICE TENDS TO HAPPEN AFTER
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A SALE HAS BEEN MADE.
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IT CAN HAPPEN BEFORE,
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BUT THE CUSTOMER EXPERIENCE IS MUCH,
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MUCH BIGGER,
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MUCH MORE IN DEPTH.
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IT'S A BIGGER BEAST,
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AND THIS IS FROM THE FIRST CONTACT,
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WHETHER THAT'S FROM THE CUSTOMERS THEMSELVES
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OR YOU OR YOUR BUSINESS REACHING OUT
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TO POTENTIAL CUSTOMERS.
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BUT IT'S,
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LET'S SAY IT'S WHEN THE CUSTOMER FIRST
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MAKES CONTACT,
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WHETHER THAT'S ONLINE OR OFFLINE,
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THROUGHOUT THE ENTIRE SALES PROCESS AND
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WELL BEYOND. IF THEY BECOME A CUSTOMER,
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EXCELLENT.
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BUT THEN THERE'S THE FOLLOW UP THE
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RELATIONSHIP BUILDING.
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IT'S SHOWING THAT THEY'VE MADE A
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GOOD DECISION, DOING THINGS TO KEEP THEM
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FOR A CUSTOMER,
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FOR LIFE.
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WHEREAS IF THEY HAVEN'T PURCHASED,
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MAYBE IT'S JUST SIMPLY NOT THE RIGHT
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TIMING YET.
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SO THERE NEEDS TO BE A FOLLOW UP SEQUENCE
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AGAIN TO BUILD THAT RELATIONSHIP.
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SO WHEN THE TIME IS RIGHT THAT THEY BECOME
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A CUSTOMER OF YOURS AND MORE IMPORTANTLY,
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THEY'RE TELLING LOTS OF OTHER PEOPLE BECAUSE
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THE CUSTOMER EXPERIENCE BY ITSELF.
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IF IT IS AN OUTSTANDING ONE,
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WE CALL IT THE PREMIUM CUSTOMER EXPERIENCE.
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WE'VE ACTUALLY GOT A PROGRAMME SPECIFICALLY
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CALLED THAT. WHEN IT'S PREMIUM TOP NOTCH,
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THAT'S WHEN BUSINESS BECOMES EFFORTLESS
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BECAUSE WORD OF MOUTH ADVERTISING IS
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THE MOST POWERFUL.
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WOULD YOU AGREE?
100%
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BUT WHAT WE'RE LOOKING AT HERE IS
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NOT PROVIDING A GOOD EXPERIENCE BECAUSE
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A LOT OF YOU GIVE A GOOD EXPERIENCE.
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BUT MY QUESTION IS,
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IS IT EXCELLENT?
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COULD IT BE BETTER AND IF IT COULD AND
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I BELIEVE IT COULD,
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THEN THAT'S WHAT WE'RE GOING TO TALK
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ABOUT TODAY,
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YOU SEE. THE PROBLEM IS HERE IN AUSTRALIA
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AND MANY OTHER PARTS OF THE WORLD.
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ACTUALLY,
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THE CUSTOMER EXPERIENCE IS NOT GREAT.
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I PERSONALLY THINK IT'S VERY POOR
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IN AUSTRALIA AND THAT'S BEEN NICE
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JUST THIS LAST WEEK.
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I'VE HAD A FEW INSTANCES.
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I'M SURE YOU CAN THINK OF SOME POOR
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EXPERIENCES THAT YOU'VE HAD.
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I'VE HAD ONE COMPANY THAT IT TOOK THEM
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10 DAYS TO RETURN MY EMAIL,
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AND THAT WAS ONLY WHEN I WENT THROUGH ONE
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OF THEIR SUPERIORS THAT THE OTHER PERSON
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GOT BACK TO ME.
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I'VE HAD A COMPANY THAT I'VE NOW EMAILED
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TWICE WHO HAVEN'T GOT BACK TO ME,
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AND I'M ACTUALLY ALREADY A CUSTOMER OF
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THEIRS. IT'S HAPPENING EVERY DAY OF
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THE WEEK AROUND THE COUNTRY,
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AROUND THE WORLD,
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AND IF IT'S HAPPENING IN YOUR BUSINESS,
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THEN YOU'RE LOSING BUSINESS, BECAUSE PEOPLE
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TALK AND THEY TALK POSITIVELY OR NEGATIVELY.
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AND NEGATIVITY SEEMS TO SPREAD A LOT
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QUICKER, DOESN'T IT?
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SO YOU'VE GOT TO BE SUPER CAREFUL WITH THIS
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AND LET'S LET'S GET INTO THE PRESENTATION.
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IT'S A BIG BEAST,
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BUT I'M GOING TO GIVE YOU SOME QUICK
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KEYS TODAY.
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THREE QUICK TIPS,
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IF YOU WILL,
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AND I CALL THIS BSB.
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KEEP IT NICE AND SIMPLE AND YOU'LL SEE
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THE FIRST B IS UNDERLINED BECAUSE THAT'S
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WHAT WE'RE GOING TALK ABOUT RIGHT NOW.
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SO THE FIRST ONE IS BE PRESENT.
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I'VE GOT OTHER TRAININGS WHERE WE'VE
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SPOKEN ABOUT THIS.
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BUT BEING PRESENT IS SO VITAL WHEN YOU'RE
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ENGAGING,
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ESPECIALLY WITH A CUSTOMER.
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SO THIS CAN BE THINGS LIKE GIVING GOOD
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EYE CONTACT.
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NOW, YOU MAY.
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IF YOU'RE IN LOCKDOWN RIGHT NOW,
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YOU MIGHT NOT BE GIVING,
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YOU KNOW,
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IT MIGHT NOT BE MEETING PEOPLE FACE TO
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FACE. YOU MIGHT NOT BE ABLE TO GIVE GOOD
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EYE CONTACT,
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BUT EVEN ON ZOOM,
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OR IF YOU'RE USING ONLINE MEDIUM , IN VIDEOS.
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IF I WASN'T LOOKING AT YOU WHEN I'M
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RECORDING A VIDEO,
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IT LOOKS WEIRD,
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BUT EYE CONTACT, IF YOU ARE ABLE TO MEET
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PEOPLE FACE TO FACE,
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THEN IT INSTILS TRUST, IT INSTILS CONFIDENCE.
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IT INSTILS THAT YOU'RE PAYING ATTENTION,
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THAT YOU'RE GENUINELY INTERESTED AND
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THE LIST IS LONG,
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WHEREAS IF YOU'RE NOT GIVING EYE CONTACT,
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THE OPPOSITE OF ALL THOSE THINGS ARE
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TRUE. IT BLOWS ME AWAY.
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HOW MANY TIMES PEOPLE WILL COME AND
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SHAKE YOUR HAND
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I'VE NOTICED THIS MYSELF.
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I NOTICED IT REGULARLY.
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SHAKE MY HAND AND DON'T LOOK AT ME.
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“HI, NICE TO MEET YOU.”
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THE DIFFERENCE IN THAT IS CHALK AND
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CHEESE. HOPEFULLY YOU'RE FULLY AWARE
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OF THIS, BUT MOST PEOPLE ARE NOT.
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WHEN I RUN,
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THERE'S A SPECIFIC TRAINING.
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I RUN WHERE WE TALK ABOUT THE POWER OF
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BUILDING RAPPORT WITH YOUR POTENTIAL CUSTOMERS,
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AND WHAT I DO IS I WALK AROUND THE ROOM
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AND I SHAKE EVERYBODY'S HAND.
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EVERYBODY IN THE ROOM. THERE COULD BE
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20 PEOPLE.
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THERE COULD BE 40 PEOPLE,
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USUALLY NOT TOO MUCH BIGGER THAN THAT.
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BUT IN
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EVERY SINGLE GROUP,
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I WOULD SAY.
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95% OF THE TIME.
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WHEN I SHAKE PEOPLE'S HAND,
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LET'S SAY THERE'S 20 PEOPLE IN THE
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ROOM. THERE'LL BE ONE OR TWO,
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SOMETIMES EVEN MORE THAT DON'T LOOK
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AT ME WHEN THEY SHAKE MY HAND.
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AND HERE'S THE REALLY INTERESTING PART
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AFTERWARDS,
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WHEN I SHARE THIS.
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AND THEN I SAY,
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DO YOU KNOW IF YOU LOOKED AT ME OR
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NOT? HARDLY EVER.
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AND I'M TALKING HARDLY EVER I'VE BEEN DOING
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THIS A LONG,
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LONG TIME NOW
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HARDLY EVER IS THE PERSON AWARE OR
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PEOPLE AWARE THAT THEY DIDN'T LOOK AT
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ME. THE BEAUTIFUL THING IS,
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I SAY, LOOK,
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I'M NOT POINTING FINGERS AT YOU,
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BUT IF YOU'D LIKE TO KNOW THE POSITIVE OF
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THIS, WHAT DO YOU THINK'S GOING TO
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HAPPEN IN THE FUTURE IF YOU BECOME AWARE
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THAT YOU'RE NOT LOOKING AT PEOPLE WHEN
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YOU SHAKE THEIR HAND?
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OF COURSE,
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YOU BECOME MUCH MORE AWARE TO THE POINT
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WHERE SOMETIMES I'VE WALKED INTO THEIR
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PLACE OF WORK, AND THEY COME UP TO ME
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AND THEY SAY – “ADRIAN HI.) AND THEY MAKE
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IT A REAL BIG DEAL.
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SO IT'S QUITE FUNNY,
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BUT IT'S A SKILL THAT THEY'VE NOW
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IMPLEMENTED,
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AND IT MAKES A HUGE,
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HUGE DIFFERENCE.
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ANOTHER THING YOU CAN DO THIS LOCKDOWN OR NO LOCKDOWN
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IS TO REALLY LISTEN.
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AS MEN, WE NEED HELP IN THIS AREA,
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USUALLY. MAYBE NOT YOU BUT PEOPLE THAT,
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YOU KNOW. LISTENING IS VERY DIFFERENT TO
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HEARING. HOPEFULLY,
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YOU'RE AWARE OF THAT.
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WE NEED TO PAY ATTENTION,
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SO THIS MEANS NOT MULTITASKING.
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WHEN YOU'RE SPEAKING TO A CUSTOMER THAT
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INCLUDES YOU,
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LADIES, YOU MAY ARGUE WITH ME HERE,
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BUT FOCUS ON THE CUSTOMER 100%.
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PLEASE DO THAT,
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IN FACT,
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LADIES ARE A GREAT TO ASK FOR
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THIS, ACTUALLY,
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BECAUSE LADIES,
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WHEN YOU FEEL AND THIS IS QUITE FUNNY, MAYBE.
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WHEN A MAN IS REALLY LISTENING
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TO YOU, HOW DO YOU FEEL?
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YOU'RE NOT SURE BECAUSE IT'S NEVER HAPPENED.
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BUT WHEN YOU FEEL LISTENED TO,
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YOU FEEL UNDERSTOOD.
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IT'S JUST A LOVELY FEELING.
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AND WHEN, IF YOU'RE IN BUSINESS OR
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IN SALES,
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WHICH IS KIND OF THE SAME THING,
244
00:06:37,991 –> 00:06:39,590
REALLY. POTENTIALLY,
245
00:06:39,600 –> 00:06:42,210
YOU FEEL HEARD AND YOU WANT TO DEAL WITH
246
00:06:42,211 –> 00:06:43,050
PEOPLE LIKE THAT.
247
00:06:43,060 –> 00:06:44,040
SO PLEASE MAKE THAT,
248
00:06:44,041 –> 00:06:44,970
A MUST.
249
00:06:44,980 –> 00:06:45,960
REALLY, REALLY. LISTEN,
250
00:06:46,340 –> 00:06:47,520
I SAID IT WAS VERY QUICK TIPS.
251
00:06:47,521 –> 00:06:48,990
I'M GOING TO GIVE AN EXAMPLE OR TWO
252
00:06:48,991 –> 00:06:50,600
ON BOTH. NOW WE'RE TALKING ABOUT THE
253
00:06:50,601 –> 00:06:52,060
S PART OF BSB.
254
00:06:52,540 –> 00:06:55,760
STAND OUT. LIKE THIS LITTLE DUCK.
255
00:06:55,770 –> 00:06:59,000
YOU HAVE TO STAND OUT BECAUSE IF NOT,
256
00:06:59,010 –> 00:07:00,380
YOU'RE JUST GOING TO, AS SETH GODIN,
257
00:07:00,381 –> 00:07:02,210
THE MARKETING EXPERT SAYS – ‘YOU'RE JUST
258
00:07:02,211 –> 00:07:04,730
GOING TO BLEND IN WITH EVERYONE ELSE.'
259
00:07:04,740 –> 00:07:07,570
YOU HAVE TO STAND OUT IN TODAY'S MARKET
260
00:07:07,571 –> 00:07:08,560
MORE THAN EVER,
261
00:07:08,940 –> 00:07:10,670
AND THERE'S SO MANY WAYS TO DO THIS,
262
00:07:11,140 –> 00:07:11,960
YOU MIGHT,
263
00:07:11,970 –> 00:07:14,090
IT MIGHT BE THE WAY THAT YOU TAILOR YOUR
264
00:07:14,091 –> 00:07:14,870
PRESENTATION.
265
00:07:14,871 –> 00:07:15,440
FOR EXAMPLE,
266
00:07:15,441 –> 00:07:17,520
IT MIGHT BE THE ENERGY THAT YOU HAVE.
267
00:07:17,530 –> 00:07:18,890
IT MIGHT BE THE PRODUCT OR SERVICE IS
268
00:07:18,891 –> 00:07:19,860
SO AMAZING.
269
00:07:20,540 –> 00:07:24,030
HOWEVER, I'M VERY BIG, AND YOU MAY HAVE
270
00:07:24,031 –> 00:07:25,310
HEARD THIS ALREADY OR GOT THE FEELING OF
271
00:07:25,311 –> 00:07:27,860
THIS. BUT I'M VERY BIG ON SENDING PERSONALISED
272
00:07:27,870 –> 00:07:30,060
VIDEOS. PERSONALISED VIDEOS,
273
00:07:31,840 –> 00:07:34,660
BECAUSE, WHAT DOES IT DO?
274
00:07:35,540 –> 00:07:38,180
IT BUILDS A RELATIONSHIP WITH
275
00:07:38,181 –> 00:07:39,670
PEOPLE. SUBCONSCIOUSLY,
276
00:07:39,680 –> 00:07:42,070
PEOPLE FEEL LIKE THEY KNOW YOU.
277
00:07:42,080 –> 00:07:43,690
IF YOU'RE SENDING VIDEOS
278
00:07:43,691 –> 00:07:44,880
IT'S DOESN'T HAVE TO BE.
279
00:07:44,881 –> 00:07:46,020
IT'S CERTAINLY NOT EVERY DAY,
280
00:07:46,030 –> 00:07:47,360
BUT FROM TIME TO TIME.
281
00:07:47,370 –> 00:07:48,720
AND THE BEAUTIFUL THING ABOUT THIS IN
282
00:07:48,721 –> 00:07:49,360
YOUR BUSINESS.
283
00:07:49,370 –> 00:07:51,560
YOU CAN USE THIS IN YOUR FOLLOW UP.
284
00:07:51,570 –> 00:07:53,010
WHEN YOU'RE COMMUNICATING WITH PEOPLE
285
00:07:53,020 –> 00:07:55,060
YOU CAN DO IT TO BUILD,
286
00:07:55,240 –> 00:07:56,450
I SAID RELATIONSHIPS ALREADY,
287
00:07:56,451 –> 00:07:58,920
BUT ACTUALLY CREATE A REPEAT AND REFERRAL
288
00:07:58,921 –> 00:07:59,620
BUSINESS.
289
00:07:59,630 –> 00:08:02,270
THERE ARE SO MANY APPLICATIONS OF THIS,
290
00:08:02,280 –> 00:08:04,640
AND WE DELVE A LOT DEEPER IN CERTAIN PROGRAMMES
291
00:08:04,641 –> 00:08:06,910
THAT WE RUN AROUND HOW TO DO THIS.
292
00:08:06,920 –> 00:08:08,710
SIMPLE LITTLE WORD TRACKS THAT YOU CAN
293
00:08:08,711 –> 00:08:11,400
USE AND HOW TO USE THE VIDEO EFFECTIVELY?
294
00:08:11,401 –> 00:08:13,170
IT DOESN'T NEED TO BE AN ELABORATE SETUP
295
00:08:13,171 –> 00:08:14,880
OR ANYTHING LIKE THAT CAN BE AS SIMPLE
296
00:08:14,881 –> 00:08:16,340
AS WHAT THIS GUY'S DOING THERE WITH
297
00:08:16,341 –> 00:08:16,730
THE PHONE,
298
00:08:16,731 –> 00:08:18,500
ALTHOUGH I'D RECOMMEND HAVING A GIMBAL
299
00:08:18,501 –> 00:08:20,340
OR SOMETHING TO MAKE IT A BIT MORE STABLE.
300
00:08:20,350 –> 00:08:21,860
BUT ANYTHING IS BETTER THAN NOTHING.
301
00:08:21,870 –> 00:08:23,970
AS A GOOD MENTOR OF MINE SAID,
302
00:08:23,971 –> 00:08:26,420
PROGRESS IS MORE IMPORTANT THAN PERFECTION,
303
00:08:26,430 –> 00:08:28,270
SO IT FEELS WEIRD INITIALLY.
304
00:08:28,280 –> 00:08:29,330
BUT WHEN YOU'VE BEEN DOING IT A LITTLE
305
00:08:29,331 –> 00:08:31,160
WHILE, YOU JUST GET MORE COMFORTABLE AND
306
00:08:31,161 –> 00:08:32,090
YOUR CUSTOMERS WILL LOVE IT.
307
00:08:32,100 –> 00:08:33,480
YOU'LL MAKE MORE SALES AND GET MORE
308
00:08:33,481 –> 00:08:34,580
REFERRALS FROM IT.
309
00:08:34,590 –> 00:08:35,950
PEOPLE WILL FEEL LIKE THEY KNOW YOU,
310
00:08:36,040 –> 00:08:37,320
AND THEY FEEL LIKE THEY CAN TRUST YOU
311
00:08:37,321 –> 00:08:38,720
A LOT MORE.
BEAUTIFUL.
312
00:08:38,730 –> 00:08:41,090
SO SEND PERSONALISED VIDEOS
313
00:08:41,091 –> 00:08:41,730
NOW, I SAID IT WAS QUICK.
314
00:08:41,740 –> 00:08:44,750
BSB WERE ON THE FINAL B
BE PROMPT.
315
00:08:45,540 –> 00:08:46,480
GREAT EXAMPLE
316
00:08:46,481 –> 00:08:47,960
HERE ON THE CLOCK,
317
00:08:48,440 –> 00:08:50,860
TOO EARLY, ON TIME, OR TOO LATE.
318
00:08:52,140 –> 00:08:53,130
WHAT'S THAT GOT TO DO WITH THE PRICE
319
00:08:53,131 –> 00:08:53,610
OF CHEESE?
320
00:08:53,910 –> 00:08:54,690
NOT MUCH,
321
00:08:54,700 –> 00:08:56,700
HOWEVER, IF YOU'RE TOO LATE.
322
00:08:56,710 –> 00:08:59,260
HOPEFULLY IT WOULD MAKE SENSE THAT THAT'S
323
00:08:59,270 –> 00:09:00,180
A BIG NO NO,
324
00:09:00,190 –> 00:09:02,470
THAT PARTICULAR PERSON I MENTIONED TAKING
325
00:09:02,471 –> 00:09:04,590
10 DAYS TO GET BACK TO ME BY EMAIL.
326
00:09:04,591 –> 00:09:06,250
WAY TOO LONG,
327
00:09:06,260 –> 00:09:07,260
WAY TOO LONG.
328
00:09:07,940 –> 00:09:09,650
IF YOU PROMISE SOMETHING,
329
00:09:09,660 –> 00:09:10,710
YOU'VE GOT TO STICK TO IT.
330
00:09:10,711 –> 00:09:11,760
SO IF YOU LET'S SAY,
331
00:09:11,761 –> 00:09:12,340
FOR EXAMPLE,
332
00:09:12,341 –> 00:09:13,160
A LOT OF TIMES,
333
00:09:13,161 –> 00:09:14,620
PEOPLE WILL SAY I'LL CALL YOU AT 2
334
00:09:14,621 –> 00:09:16,120
O'CLOCK, AND THEN THEY DON'T.
335
00:09:16,130 –> 00:09:17,960
THAT'S DISAPPOINTING FOR THE CUSTOMER,
336
00:09:17,961 –> 00:09:19,390
AND TRUST CAN BE LOST VERY,
337
00:09:19,391 –> 00:09:20,110
VERY QUICKLY.
338
00:09:20,120 –> 00:09:21,780
WHEREAS IF YOU'RE A BUSY PERSON LIKE
339
00:09:21,781 –> 00:09:22,900
MOST OF US ARE NOW,
340
00:09:22,910 –> 00:09:24,760
WHY PROMISE SOMETHING THAT YOU MAY NOT
341
00:09:24,761 –> 00:09:25,870
BE ABLE TO STICK TO?
342
00:09:25,880 –> 00:09:27,540
SO IT'S MUCH MORE EFFECTIVE TO SAY,
343
00:09:27,550 –> 00:09:29,060
IS IT OK IF I CALL YOU LATER IN THE
344
00:09:29,061 –> 00:09:29,660
AFTERNOON?
345
00:09:30,040 –> 00:09:32,150
SEE THAT WAY YOU'RE GIVING YOURSELF A
346
00:09:32,151 –> 00:09:32,680
BIT OF TIME.
347
00:09:32,681 –> 00:09:33,470
AND WHATEVER YOU DO,
348
00:09:33,471 –> 00:09:34,840
YOU'VE GOT TO GET BACK TO THAT PERSON
349
00:09:34,850 –> 00:09:35,650
THAT AFTERNOON.
350
00:09:35,660 –> 00:09:37,270
DON'T LEAVE UNTIL TOMORROW BECAUSE YOU
351
00:09:37,271 –> 00:09:38,670
PROMISED YOU'D CALL THEM AGAIN.
352
00:09:38,680 –> 00:09:40,960
LITTLE THINGS WILL BUILD TRUST OVER TIME.
353
00:09:41,340 –> 00:09:42,790
THE TOO EARLY.
354
00:09:42,791 –> 00:09:44,000
THIS IS AN INTERESTING ONE,
355
00:09:44,001 –> 00:09:46,640
BECAUSE, IF YOU RESPOND TO EARLY TOO
356
00:09:46,641 –> 00:09:49,300
PEOPLE THAT CAN BE A NEGATIVE AS
357
00:09:49,301 –> 00:09:50,450
WELL. IT CAN SEEM LIKE YOU'RE A BIT
358
00:09:50,451 –> 00:09:51,600
DESPERATE.
359
00:09:51,601 –> 00:09:52,480
NOW, THAT'S WHY THEY SAY,
360
00:09:52,490 –> 00:09:55,050
LET THE PHONE RING THREE TIMES BEFORE YOU
361
00:09:55,051 –> 00:09:55,540
ANSWER IT.
362
00:09:55,541 –> 00:09:56,580
DON'T ANSWER IT IMMEDIATELY.
363
00:09:56,581 –> 00:09:57,590
IT'S LIKE A SHOCK.
364
00:09:57,600 –> 00:09:59,920
BUT DON'T LET IT DRAG ON OVER THREE TIMES
365
00:09:59,921 –> 00:10:01,570
BECAUSE THEN THE PERSON'S WAITING,
366
00:10:01,571 –> 00:10:02,300
WAITING, WAITING.
367
00:10:02,301 –> 00:10:03,660
IT CAN BE REALLY FRUSTRATING,
368
00:10:03,740 –> 00:10:04,660
SO IT'S A GOOD RULE OF THUMB.
369
00:10:04,661 –> 00:10:06,640
LET THE PHONE RING THREE TIMES AND THEN
370
00:10:06,641 –> 00:10:07,250
ANSWER IT.
371
00:10:08,140 –> 00:10:10,470
DON'T BE TOO EAGER.
IF YOU LIKE
372
00:10:10,471 –> 00:10:11,350
IT'S A FINE LINE,
373
00:10:11,360 –> 00:10:13,780
BUT THE ON TIME IS PERFECT.
374
00:10:13,790 –> 00:10:14,750
EVEN A LITTLE BIT.
375
00:10:14,760 –> 00:10:15,820
EARLY IS GREAT.
376
00:10:15,830 –> 00:10:17,540
ONE THING I'VE NOTICED WITH APPLE, WHENEVER
377
00:10:17,541 –> 00:10:19,500
I PURCHASE PRODUCTS AND THEY'RE DELIVERED
378
00:10:19,501 –> 00:10:21,490
TO ME, 99% OF THE TIME,
379
00:10:21,491 –> 00:10:22,800
THEY ARRIVE BEFORE,
380
00:10:22,801 –> 00:10:24,760
JUST BEFORE THEY PROMISED IT TO ME,
381
00:10:25,140 –> 00:10:26,590
SO IT MIGHT BE A FEW DAYS BEFORE,
382
00:10:26,591 –> 00:10:28,280
BUT IT'S A DELIGHT.
383
00:10:28,281 –> 00:10:31,170
THEY CALL IT A SURPRISE AND DELIGHT RATHER
384
00:10:31,171 –> 00:10:33,510
THAN IT BEING EXACTLY WHEN THEY SAID,
385
00:10:33,511 –> 00:10:34,520
WHICH WOULD HAVE BEEN FINE ANYWAY.
386
00:10:34,521 –> 00:10:36,080
BUT IT'S MORE PLEASANT WHEN IT'S A
387
00:10:36,081 –> 00:10:36,840
FEW DAYS EARLY,
388
00:10:36,850 –> 00:10:39,020
ESPECIALLY WITH THE DELIVERY AND DEFINITELY
389
00:10:39,021 –> 00:10:39,820
NOT LATE.
390
00:10:39,830 –> 00:10:42,140
SO SOMETHING TO THINK ABOUT WITH YOURSELVES
391
00:10:42,141 –> 00:10:44,260
BECAUSE WE OFTEN DON'T SEE WHAT WE
392
00:10:44,261 –> 00:10:46,910
DO. BUT THERE'S SOME OF YOU THAT WOULD
393
00:10:46,911 –> 00:10:49,250
FALL INTO SOME ERRORS,
394
00:10:49,941 –> 00:10:50,910
AND THERE MAY BE SUBCONSCIOUS.
395
00:10:50,911 –> 00:10:52,180
MAYBE YOU'RE NOT FULLY AWARE OF THIS,
396
00:10:52,181 –> 00:10:53,130
BUT IF YOU'RE NOT GETTING BACK TO
397
00:10:53,131 –> 00:10:54,660
YOUR CUSTOMERS PROMPTLY,
398
00:10:54,670 –> 00:10:56,900
THEN THE WAY THEY FEEL ABOUT YOU,
399
00:10:56,901 –> 00:10:58,580
THE WAY THEY TALK ABOUT YOU COULD NOT
400
00:10:58,581 –> 00:11:02,320
BE HOW YOU WANT THEM TO AND THEN RETURNING
401
00:11:02,321 –> 00:11:02,980
CALLS AND EMAILS.
402
00:11:02,981 –> 00:11:04,710
I'VE MENTIONED THAT SO IT'S FASCINATING.
403
00:11:04,711 –> 00:11:06,100
I'VE GOT A LITTLE DIAGRAM HERE.
404
00:11:06,101 –> 00:11:06,760
GET THIS.
405
00:11:07,640 –> 00:11:10,650
THIS IS THE PERCENTAGE OF WHO EXPECTS A
406
00:11:10,651 –> 00:11:11,280
RESPONSE.
407
00:11:11,290 –> 00:11:12,890
THIS WAS A STUDY DONE IN REFERENCE TO
408
00:11:12,891 –> 00:11:16,050
EMAILS, IN ONE HOUR OR LESS.
409
00:11:16,060 –> 00:11:16,890
CHECK THAT OUT.
410
00:11:16,891 –> 00:11:20,060
35% OF BABY BOOMERS WANT A RESPONSE WITHIN
411
00:11:20,061 –> 00:11:20,750
THE HOUR.
412
00:11:21,440 –> 00:11:22,420
THAT'S THE STRONGEST.
413
00:11:22,430 –> 00:11:23,270
INTERESTINGLY,
414
00:11:23,280 –> 00:11:26,080
30% OF GENERATION X WANT A RESPONSE WITHIN
415
00:11:26,081 –> 00:11:29,380
AN HOUR, 28% OF MILLENNIALS.
416
00:11:29,390 –> 00:11:31,320
HOW DO YOU FARE WITH THAT?
417
00:11:31,340 –> 00:11:33,110
PLEASE LET ME KNOW WHAT YOU THINK ABOUT
418
00:11:33,111 –> 00:11:35,270
THESE KEYS AND WHAT YOU'RE DOING OR
419
00:11:35,271 –> 00:11:35,910
NOT DOING SO.
420
00:11:35,920 –> 00:11:38,630
BEING PRESENT IS SUPER POWERFUL,
421
00:11:38,631 –> 00:11:39,200
AS YOU KNOW,
422
00:11:39,210 –> 00:11:41,220
BUT WHAT ARE YOU DOING TO HELP YOURSELF BE
423
00:11:41,221 –> 00:11:42,260
MORE PRESENT?
AGAIN,
424
00:11:42,270 –> 00:11:44,540
IT'S LIKE I MENTIONED IN A DIFFERENT VIDEO.
425
00:11:44,541 –> 00:11:45,500
IT'S LIKE GOING TO THE GYM.
426
00:11:45,501 –> 00:11:46,900
YOU DON'T JUST GO TO THE GYM ONCE
427
00:11:46,970 –> 00:11:48,380
AND THEN YOU FIT FOR LIFE.
428
00:11:48,390 –> 00:11:50,380
IT'S AN EVERYDAY PRACTICE.
429
00:11:50,390 –> 00:11:52,840
LITTLE THINGS YOU CAN DO TO BE MORE MINDFUL.
430
00:11:52,850 –> 00:11:56,240
WHAT ABOUT THE STANDING OUT?
431
00:11:56,250 –> 00:11:57,230
WHAT DO YOU DO TO STAND OUT?
432
00:11:57,240 –> 00:11:57,800
LOVE TO KNOW.
433
00:11:57,810 –> 00:11:59,200
PLEASE, PLEASE SHARE ONE OR TWO THINGS
434
00:11:59,201 –> 00:12:00,660
THAT YOU DO AND THEN THIRDLY,
435
00:12:00,661 –> 00:12:01,650
BE PROMPT.
436
00:12:01,660 –> 00:12:03,470
IS THAT AN AREA THAT YOU CAN IMPROVE ON?
437
00:12:03,480 –> 00:12:05,510
IS THERE A CULTURE WITHIN YOUR BUSINESS
438
00:12:05,511 –> 00:12:07,800
IF YOU HAVE STAFF TO GET BACK TO PEOPLE
439
00:12:07,801 –> 00:12:10,250
PROMPTLY EITHER ON TIME OR JUST SLIGHTLY
440
00:12:10,251 –> 00:12:11,200
EARLY, BUT NOT TOO EARLY.
441
00:12:11,201 –> 00:12:11,960
NOT TOO LATE?
442
00:12:12,340 –> 00:12:13,640
PLEASE LET ME KNOW.
443
00:12:13,641 –> 00:12:14,740
I'D APPRECIATE THAT.
444
00:12:14,750 –> 00:12:15,760
AND FINALLY,
445
00:12:15,770 –> 00:12:17,530
IT'S THE END OF THE SESSION.
446
00:12:17,531 –> 00:12:20,030
THIS IS PART ONE OF HOW TO ATTRACT MORE
447
00:12:20,031 –> 00:12:20,440
CUSTOMERS.
448
00:12:20,441 –> 00:12:21,990
I LOOK FORWARD TO YOUR FEEDBACK AND
449
00:12:21,991 –> 00:12:23,620
I LOOK FORWARD TO SEEING YOU IN PART 2
450
00:12:23,630 –> 00:12:24,700
BYE FOR NOW
