How To Talk To Humans
How To Talk To Humans
"Case Study of R. Scott Edwards" Learning & Utilizing Wilson Method - #106
Larry Wilson is a seasoned communication expert with over a decade of experience in corporate settings, where he has honed his ability to effectively convey messages across various professional contexts. Larry Wilson applies his extensive knowledge to real-world situations, leading workshops that empower others to enhance their own communication skills. He is a strong advocate for the crucial role of clear communication, emphasizing its importance in establishing successful relationships and achieving professional success. Wilson believes that mastering communication, through active listening and empathy, is essential in building stronger connections and fostering positive interactions, ultimately impacting personal and career development.
On this episode he interviews R. Scott Edwards, a serial entrepreneur (and his Producer) about the communication skills he has learned, and how they have affected his success in podcasting.
(00:02:45) Empathetic Listening for Stronger Interpersonal Connections
(00:03:45) Personalized Customer Interactions for Enhanced Loyalty
(00:05:42) Enhancing Quality of Life Through Communication
(00:07:45) Dynamic Conversations in Co-Hosted Podcasts
(00:08:45) Customer-Centric Sales Techniques for Success
Hosted by Larry Wilson
Produced by: Verbal Ninja Productions
Producer: R. Scott Edwards
Sponsored by: The Wilson Method
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Visit: https://theWilsonMethod.com
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Link: TheWilsonMethod.com
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Hi, this is Larry Wilson, and this is how to Talk to Humans. This is the podcast that shows you how to improve your communication skills. Are you looking to get a better job? Are you looking to find a relationship? Are you trying to do things in your life that have frustrated you and eluded you so far? I can show you so easily how to change that. Now, I can only do it with humans. If you're looking to deal with vampires or zombies, extraterrestrials, this is not the show for you. But if you're really looking to improve your communication skills, I can show you what I've learned from 40 years in show business working with the biggest celebrities and superstars in the world. And their secrets are unbelievable. What I'm going to be teaching you during this course of this podcast every week are tools that you can use to communicate toward success. Hi, this is Larry Wilson. Thank you for joining me again for another episode of how to Talk to Humans. And this is going to be a very special, special episode because I have a live human in studio with me.
R. Scott Edwards:Yes.
Larry Wilson:Well, he doesn't sound that live, but trust me, he is. Many of you listening have heard me at one time or another reference my producer slash engineer, who's really the one who makes all this stuff happen. I just talk, you know? But that producer is the one and only Scott Edwards, who is a man of many varied talents. He's the man who, many years ago, now, I want to say 40 years ago, launched the premier comedy club in Northern California, which was Laughs Unlimited in Sacramento, which eventually expanded to three different clubs. And he's. He's what you call a serial entrepreneur because he opened art galleries and restaurants and at one time even owned a submarine that was a business enterprise that was used for tourists. So he's a man who's not afraid of. Of doing entrepreneurial things. I think he likes being an entrepreneur because it means he can't get fired because he's really the boss. But I thought it might be interesting to make Scott into a case study for Wilson Method today, because whether he realized it or not, he was going to be subject to every podcast I did. He's the kind of guy, not only is he in the booth while I'm recording, but then he goes back and listens to them and edits out. If I cough or say something incredibly inane, he'll go and fix that and make it sound smarter. So please join me in welcoming my producer, Scott Edwards.
R. Scott Edwards:Ladies and gentlemen, I'm so happy to be on the podcast how to Talk to humans. Yes, it's me, Scott Edwards. Thank you. Thank you. Down and back. All right, that's enough. Really, let it go. All right. Hey, good to be on the show with you, Larry. Normally, I'm just sitting across from you listening to these great gems of wisdom, these amazing stories, and I think I've picked up a few things just by listening, producing, engineering, and editing your stuff.
Larry Wilson:Yes, I think you have. Although that intro makes people think maybe you've been locked up in a booth by yourself for too long. I have been very, very lonely in there.
R. Scott Edwards:I'm coming out of my shell, sort of.
Larry Wilson:Sort of, yes. Well, it's interesting, actually, you say that. Listen to all that stuff. People may not realize that without meaning to, you've been indoctrinated. Now I'm going to ask you what you've learned from Wilson Method.
R. Scott Edwards:Well, I think what's been the most fascinating? I'll give you two answers. What is fascinating is the way that you're able to share your lessons through amazing stories. It is so enjoyable to hear how you've interacted with the public, with celebrities, with companies, and how your communication skills have worked towards your huge success, but also in editing and listening. I've realized that one of the reasons I feel like you said a successful serial entrepreneur was that two things. One, I was fearless and went out and took a shot at ideas and businesses and companies without regard to my own financial safety. Many succeeded, many failed, but that's the life of an entrepreneur. But also I had an amazing ability to offer really good customer service, and I'm a terrific salesman. And that came from a lot of the experiences in my life that were validated by the Wilson Method in that you have to communicate. You have to be able to interact with other human beings. And I think one of the key things, and you've alluded to this in several of your shows, is you have to have the ability to listen, that anyone that's going to be successful in sales or customer service has to listen to the customer.
Larry Wilson:Well, give me an example from your life.
R. Scott Edwards:Well, there was a time this is the one I've used on. I've been a guest on several podcasts, and this is the one I've used many times. There was a time that I was selling cars. I was in between some of my own companies. I was a fleet director for a Ford store here in Northern California. And a family came in. Guy, his wife and two walking kids, but also a baby. And he's, you know, he's my customer. And I'M saying, okay, you know, what are we looking for? What do you want? And he goes, oh, man, I'm really excited about the new Mustang and I really want to get this Mustang and make man, I'm ready. And he was in his probably early 30s. And I said, well, okay. And I start walking him out to the lot. And of course, while I'm walking, I'm asking piercing questions like, well, how do you plan to use the vehicle? And the wife was fairly quiet. He's saying, well, you know, we have the kids, we have to get them to school, and then my wife has to go get groceries and I'm going to be using it to commute to work. And, you know, over the five minute walk to the Mustangs, I had garnered, listened to his answers and gotten a picture of what his real needs were. Now, his real needs were totally different than his dream car. He really wanted to get this souped up Mustang with the V8 and, you know, pedal to the metal and have fun with it. Which, you know, if he was 26 and single would have made perfect sense. But in his 30s with three kids, it didn't seem the right thing. But I took him to the Mustangs and I'm showing him this and I go, you know, this would be a terrific car for you if you were single and 26. I'm trying to make a joke of it. And I said, I said, but, you know, what really might be useful to you would be a minivan. And you would have thought I shot the guy. He was just in shock, you know, like, I would never own or drive a minivan and blah, blah, blah, you know. And so as I'm kind of casually drifting them down the line away from the Mustangs and towards the minivans, and I've now. And the wife, by the way, was standing behind him with, you know, her eyes shone of glee that I was trying to redirect this poor guy. And as I'm walking and talking, I'm saying, well, you mentioned, you know, I could see you have these two kids and a new baby and you know that the back seat of a Mustang will not even hold a baby seat. He said, well, no, I didn't know that. You know, it's got a V8, which is a really good engine, but, you know, it gets about eight miles a gallon. You know, you might need to be a little more fiscally thinking. And I said, and just about then, I'm reaching the minivans and I said, I know that you don't want a Minivan, however, let me show you. And the door opens automatically. There's plenty of room. The kids jumped in, the two older ones jumped in and their seats right away. And the wife's eyes just lit up. She couldn't believe it. And I'm telling the guy about the, you know, it gets 18 miles to a gallon and it has automatic this and that and that. You know, not only will you be able to drive it when you need to, but this is going to be so helpful to the family and your wife. And I basically took his dream, shattered it, but using common sense and his own words, because I parroted back all the things he needed. A car for.
Larry Wilson:Sure.
R. Scott Edwards:Taking the kids to school, driving their friends around, going grocery shopping. I brought it all back up. But in this vein of, well, why this vehicle is better for you. Well, regardless of how dramatic I'm trying to make it sound, he bought the van. His wife couldn't have been happier. He seemed resilient to the fact that this was his future. Not that he was thrilled, but it was exactly what he needed, exactly what he wanted. And about three months later, I got a very nice thank you card from probably from his wife. But they both.
Larry Wilson:I was going to say yes, but.
R. Scott Edwards:They both signed it. And the point of the story was that you may think you know what you want and where you're going, but if somebody, a professional, a customer service or a salesperson is actually listening to your needs, they should, if they're professional enough, be able to direct you without hurting your feelings to what you really need.
Larry Wilson:Of course. Well, you bring up a good point. Let's talk about customer service then, because it seems to be a skill that is harder and harder to find anywhere. I mean, I know you're an online guy. I know you've dealt with different online training programs and you've had to. Or you've tried to deal with Google or I don't know who else you've tried to deal with. Microsoft, maybe online. It's a frustrating experience.
R. Scott Edwards:Yeah, customer service has really gone to hell in a hand basket, as they would say in the old days. But I think that the people that succeed, and not that Google and Microsoft aren't succeeding, but they're not getting any awards for customer service.
Larry Wilson:No, of course not.
R. Scott Edwards:And there's many companies that have gone automated. You know, one of your shows talked about AI and how people are using it to share information, and I think that's terrific. It's a great creative way to share information, but it doesn't connect. And all these people are using. Well, back in the day when we were younger, Larry, it wasn't computers, but you would call a company and they put you on music hold or there would be some recording. Thank you for calling.
Larry Wilson:That's right.
R. Scott Edwards:If you speak English, press 1 if you want to talk. And it would go on for eight minutes. And. And that was an earlier version of AI where there was no customer service, nobody interacting, no human involved. And the frustration levels got to the point where people left those businesses or some other thing, but they were not happy.
Larry Wilson:Well, it's funny because I think the people who are working with AI and developing AI, I think their fantasy is that AI will mimic an actual human experience, but it never does.
R. Scott Edwards:Well, it's always going to be so funny because those two things, what I said and you said, are connected in that in the old days, it would be a recording. Yes, thank you for calling. Press 1 for this, press 2 for that. Press is very automated. It sounded automated, so. So now AI has dressed it up where it sounds like a beautiful, sultry woman is answering the phone. But it's the same result because if you know, instead of pressing one or two, what are we doing to help you today? And then the AI would listen to your complaint or your request and then just go to wherever if you pushed one would go, it was still some algorithm that you're dealing with a computer software and. And not a human being.
Larry Wilson:Well, I know you've had the experience of having one of those AI assistants say to you, tell me the nature of your inquiry. And then you try to tell them. You say, oh, I'm having a problem with my router. And then it says, you'd like to know what about her? And you just want to choke someone.
R. Scott Edwards:Yeah. My most frustrating thing is you'll say, yeah, I'm having trouble with my router. And the AI will spit up on your computer screen an article. Well, this article will answer your question. No, it doesn't. This article has to do with if I wanted to build a router or add a router, but it doesn't help fix my router.
Larry Wilson:And I'm positive they're AI people, engineers listening to this, saying, well, this is just a matter of time before we get these bugs worked out. But it isn't really, because what you're trying to do is mimic the human experience of connecting with someone.
R. Scott Edwards:I'm confused, Larry.
Larry Wilson:Yes.
R. Scott Edwards:When was it decided? And I think it's strictly financial. It's all about money. But it was apparently decided somewhere that we didn't need the human connection. We just needed the information. And that's what AI and Internet's all about. And to be honest, it's very seldom satisfying.
Larry Wilson:Yes, you didn't hear, but that was February 11th. When that was announced.
R. Scott Edwards:I missed the start date, apparently.
Larry Wilson:Well, the truth of the matter, and this is why, in a previous episode, I disparaged certain tech giants, because everyone brings their own personality with them. You may be the most brilliant computer scientist on the planet, but nothing happens in a vacuum. People don't spring up out of the ether fully formed as complete people. We grow and develop, and the experiences we have, and especially experiences with people, affect us. They shape how we develop and what our personalities are. And I don't mean to make this into a diatribe, but a lot of people who have either unrewarding pretty personal experiences or difficulty connecting with people are drawn to certain fields of interest that almost guarantee they won't have to deal with people.
R. Scott Edwards:Well, I thought you and I were joking about this over lunch just minutes ago, that the people that are writing these AI customer service algorithms were not really good with people in the first place. So they don't have a good grasp of listening and understanding, and yet that's their thoughts that created the software. So now their software is inhuman and not understanding.
Larry Wilson:Right. Well, they. They may have thought about it, but if you don't have specific skills like I am teaching here in Wilson Method.
R. Scott Edwards:The Wilson Method?
Larry Wilson:Yes, I'm afraid so. If you don't have someone like me to help you navigate these waters, I'm not the only person in the world who could do this. There are certainly, there have to be other people. I've never, ever found anyone who is teaching the same things I'm teaching, who has the experience of having learned it from the greatest communicators in the world. I haven't seen that, but it doesn't mean it's not out there. I just haven't found it.
R. Scott Edwards:Well, I think that's what makes this podcast, how to Talk to Humans, so important is that you're not belting out some analog or something that you read in a book or something that you could look up an article on. You have real life experiences that you share through your stories, which are incredible, that explain and detail the value of good communication, being articulate, being concise, being able to listen, being able to speak in a way that gets and keeps the attention of their prospective client, customer, friend, wife, whatever it is. And I think it's that experience that you bring to Your, your life and your podcast that can help people realize, you know, maybe there's a better way than just using AI. Well, I'm not saying there's. AI's got its place, of course, but I think communicating with humans is, on its basic level, the foundation of humanity.
Larry Wilson:Of course. And it's funny, I don't, you know, you, you've known me a long time, so you know that I don't like to pick fights with people. I don't like to disparage people or insult people. I simply am saying what my experience is. And there's a lot of people involved with tech, with computers, with AI, who, whether they're consciously aware of it or not, have had less successful experiences dealing with humans. And whether they're aware of it or not, I think their predilections lead them to think that a world that's completely automated and that's completely digitized will be heaven on earth.
R. Scott Edwards:Well, it'll be easier for those people, but they won't get the connection, they won't get the, the quality of communication, the sales, the interaction, the humanity of it. I have a little bit of an example just to plug myself. So I've been doing my own podcast for the last five plus years called Stand Up Comedy. Your host and emcee, because that's how I was introduced on stage. Here's your host and mc, Scott Edwards. That has been very successful. It's been out for five years. It's had a little over 350,000 downloads. I just bring entertainment. There's no message. It's just for fun. I interact actual comedy sets from the 80s and 90s with interviews of people from the industry. As you know, because you've been on it. But comics, club owners, agents, even staff from the old club, trying to share the life, human experiences that being in the standup comedy industry have brought me and then sharing them with the public. And that's been successful. However, it is relatively a solo experience. In other words, I'm talking in a microphone and sharing entertainment. But it's to the world, it's to, you know, I picture somebody I'm talking to, maybe my perfect audience person, but really I'm by myself in my studio and I go, man, I have this great show that I recorded in 1988. It's Bob Saget doing this or Dana Carvey doing that. And I'm excited because I love stand up comedy and I'm trying to share that with the audience, but it's really kind of a selfish, lonely thing. So recently to update people listening to this podcast. I just started a new video podcast called the Tag Team Talent Podcast. And it's similar in the sense that I'm sharing videos of people doing comedy, magic, ventriloquism, juggling, whatever, a talent, they're singers, dancers, a little bit of everything. But what I'm enjoying is that one. It's video so people can see me and hopefully make some eye contact and maybe connect a little more. But I purposely call it the Tag Team Talent Podcast because I have a co host. And so instead of just me talking to the world, I have a co host. And I'm so blessed to say that you're such a good friend. You've already been a co host. Yes, I have, and we had some fun, but having that co host and someone interact with has been such a joy and such a leveling up. So even though my audio podcast is successful, I'm enjoying. And it's by the way, for it's only been on for two and a half months. The Tag Team Talent podcast, available on YouTube and Spotify, is doing really well, but everybody seems to be having more fun because there's two humans interacting while sharing the entertainment.
Larry Wilson:Right, Right. Well, I was going to put you on the spot there, but you answered it. Then it is the interaction between live humans that distinguishes the podcast. It makes perfect sense. And if I'm not, if I'm not blowing my own horn, it seems to me like you're bringing certain Wilson Method techniques to the podcast.
R. Scott Edwards:Oh, yeah, no, definitely. I've learned so much by, you know, we've done your podcast now for a couple years and I've edited every show. And as I'm listening, as the engineer and then as the producer editing the show, I can't help but learn some of the great skills that you're offering students on the Wilson Method. And that has impacted, I think, not only my ability to present a good podcast myself, but as I alluded to earlier, I've been the guest on about a little over 100 podcasts. And one of the reasons I feel I keep getting asked to do this is that people really enjoy having me on because I'm high energy, but I can be funny at times. But I listen and I will have an articulate interaction through clarity and definition and determine what needs to be shared and using some of the skills through the Wilson Method and through you. So thank you for making me a better human that way.
Larry Wilson:Well, you're very, very.
R. Scott Edwards:There's a gold star somewhere for you. There ought to be it sounded like such a kiss ass moment. So sorry, everybody. It sounded way too sincere. But Larry really has taught me a lot, not only as a terrific friend, but through all these communication skills that I think it's benefited me.
Larry Wilson:Well, there's no question about it. And I think what you said there for what you're doing, I think. And the reason I think so many people have asked you to be a guest on their podcast is specifically active listening. They're so used to having guests on who are not paying attention. They ask them a question and then the guest starts talking about whatever talking point they wanted to present. But you don't do that. It's a big difference.
R. Scott Edwards:Well, it even takes it one step farther. And I don't want to go too long on this. It's very nice to be on your podcast.
Larry Wilson:Oh, yes, of course.
R. Scott Edwards:So I get to produce edit myself now.
Larry Wilson:You got the gift bag?
R. Scott Edwards:I got the gift bag. It's amazing. The jelly beans. Anyway, the other thing that I think helped me, and as I mentioned, my audio podcast, every other week I do an interview, and those have gotten better and better and better. And I just interviewed Susan Morrison. She was the author of the book Lorne. It's about the 50 years of Saturday Night Live. It's a basically a biography of Lorne Michaels by this author, Susan Morrison. I just had her on my podcast and we had a terrific conversation and got to some really great points. And she just launched this book. She's getting interviewed all the time. And she stopped me and said, you know, you're asking different questions and you're making me think, you know, it's not just robotic stuff. And again, I think it's the Wilson Method of engaging with this person and using a combination of listening skills. And then while they're talking, I take notes and then I call back, well, you, you mentioned that Lorne did this and they, they're almost shocked that, oh, wow, you really heard me.
Larry Wilson:Oh, yeah.
R. Scott Edwards:And now you're bringing it back up. I mean, it's exactly what you teach in the Wilson Method. And it made for a terrific interview. And that show on its own got like 4,000 downloads. So it was good for me as a podcaster, but it was really fun for me as the interviewee to have somebody of that caliber, this author, be able to really connect.
Larry Wilson:Well, I'm so pleased to hear that, of course, because anytime someone is able to take the stuff that I'm teaching and get real results from it, I'm so pleased. I feel like a proud father. You know, I feel like someone is actually using this to make their life better.
R. Scott Edwards:Well, as your engineer, I gotta tell you, we're running over. So I'm gonna cut myself off and go. You know, thank you, Larry Wilson, for all that you share through the Wilson method, but also through this podcast, which is a great way and it's a free opportunity for people to learn so much, not only about you, but about communication, but also the amazing stories you share. So, good job.
Larry Wilson:Thank you very much. Listen to those kids cheering for me.
R. Scott Edwards:They're so excited.
Larry Wilson:Every one of those kids was paid. They don't do it out of the goodness of their hearts, the little swine. They're paid by me. Well, thank you, Scott Edwards. I thought you made a very good case study.
R. Scott Edwards:Well, it's something that I'm proud of and really appreciative of, but I do want to remind your listeners that there is a whole list of amazing shows from the start of this podcast that people should go back and listen to because there's so much to learn. But we have these new shows coming out that are just exciting to keep the podcast going. So thank you. Thank you for being a listener. Stay tuned, tell your friends, subscribe. And Larry will be back next week with another great show. Won't you, Larry?
Larry Wilson:I guess I have no choice.
R. Scott Edwards:Thanks for having me on the show.
Larry Wilson:You're very welcome. Thank you for listening. I'll be back next week with another episode of how to Talk to Humans. This has been Larry Wilson. I want to thank you for spending this time with me, and I hope you found this information useful. If you're looking for more, you can find it@thewilsonmethod.com There's a ton of stuff there. In fact, if you want, you can even speak to me because I'm human. Send me an email@infowilsonmethod.com because I read and every single one. I hope that you'll join us next week in this continuing journey and you'll be with me for the next episode of how to Talk to Humans.
