Ep.036: Does the Clock Stop?

The sale isn’t the end, it’s the reset point. In this episode, we unpack what happens after the contract is signed and why the strongest brands win in the follow-through. You’ll hear how trust compounds when you stay engaged, why consistency beats intensity, and what separates a one-time customer from a lifelong advocate.

From restoration to banking to creative services, we explore practical ways to lead with education, protect results, and make every follow-up feel valuable. We also dive into how great post-sale service drives reviews, referrals, and real retention.

If you want customers to choose you again, not because you’re cheapest, but because you care most, this conversation is for you.

Transcript

Setting Up Today’s Topic

SPEAKER_00 0:14

Well, Veggie Brady, welcome in. We are here for episode 36, and I don't know why I sounded like a game show host there.

SPEAKER_02 0:21

Like I mean a little Ryan Seacrest, Wheel of Fortune.

Does The Clock Stop At Sale?

SPEAKER_00 0:25

It was a little, a little much. But um, but yeah, we're here with a uh a fun episode. We've spent the past couple episodes talking about branding. Um, of course, you guys know that's uh something. Adam's favorite subject. My favorite subject. It was the first time I felt like I talked a ton on the podcast, but I enjoyed it. It was it was a fun podcast. Hopefully, you guys listening got a lot out of it. And hopefully you're applying some of those things, you know, to your brand or your business at the time. Um, but today's a great subject. It's one that um Benji kind of put together for us and brought it up. Actually, I think it came in during a podcast we're talking, but we're talking about like, does the clock end at a sale? Now, listeners, we understand everybody has different industries. We're doing different things. I mean, for us in SurPro, that could mean, hey, does that mean when the job's done, completed, they've signed the certificate of satisfaction, they're happy is it over? It could be the same thing as buying a phone from Apple, you know, buying something, I mean a clothing store. Like when the exporting goods, does that mean just because the sale ends, your time with the customer ends? And I was like, I thought that's a great point, uh, Benji. So uh let's just jump into it, man. Talk a little bit about where this thought process came from, you know, what what it is and what we're really gonna dive into today.

SPEAKER_02 1:38

Yeah, I think like you said, somebody had had actually texts this in that does they just text in the exactly what you said. Does a sale stop when the job is finished? And the answer to that is no. I think that everybody would agree that over the years, as you've you know, you've gotten older, we get we used to get the paper mail back in the day, which I still think people get a lot of times with the coupons in them and what have you. You know, your wife or whatever might cut them out and keep them on the counter until they decide to go to the store or whatever and use this discount.

SPEAKER_00 2:10

It's my gets my wife every time. You get those Kohl's cash ones in, and she's like, hey, we need to go buy Coles after church.

Forgotten vs. Valued: Real Stories

SPEAKER_02 2:16

Yeah, and and in today, today's world, obviously, there's the email bucket, right? Your email probably gets, I'm gonna use the word very loosely flooded with different kinds of advertising and what have you. Um, I think there's a better solution to it than than all of that. Um, I think that's still needed. Um, but we'll get we'll get into it as we talk about it here. And and as you guys know, many people think the clock does stop, especially in our industry, because someone has called us for a water damage cleanup or a fire damage cleanup, or we have their contents, or they're in the reconstruction phase of their home, which is their most valuable asset. They get back into their home, they're like, thank God, I don't have to deal with that again. Uh but if they've if they've had the service done right and well with someone like us, they hope they never see us again. But if they have to use us again, they could, right? And and so what we're gonna what we're just gonna talk about is how we can unpack as leaders and businesses to maintain meaningful contact, key word there, with customers to provide value long after the sale and avoid the trap of either neglect or information overload. So just just think about this. Have you do you have a story maybe of something that you've uh you've experienced, maybe it was a shopping, maybe it was online, maybe it was whatever, that you felt forgotten after you made a purchase? Either one of you?

SPEAKER_00 3:45

Oh, oh, forgotten. I was gonna I thought you were going the other direction for a minute. I was like, I got a great customer's deserve. Let me think on that one. On the good side. Is that what you're saying, Adam?

SPEAKER_02 3:54

No, he yeah, I have one on the good side. Think about this. I mean, you've you've bought something and you're you look up a year later and you're like, man.

SPEAKER_00 4:01

So so I have it's more I didn't buy a product, but I was buying a service. Um, it was actually uh several years ago. Um, I won't name the company or anything, but when I first started this entrepreneurial journey of, you know, being able to send invoices and things like that, um, I had a buddy that recommended a company that he uses that allows them, allows him to send invoices. Okay. And so I went through, I set up, I did everything that I was supposed to do, that I was told to do, and I sent my very first invoice to a client. It was only like 300 bucks. I went and filmed, I think I took photographs for an opening house they had for um this big uh apartment that they had renovated and they had a bunch of people come in to tour it. And so I sent them an invoice to uh just because I came, took pictures, and edit them, and sent the invoice and they paid it. And I can't remember off the top of my head what the issue was, but there was an issue where the money got hung up. So I called their customer service that said, Hey guys, I've got all my information in there. You know, I don't know if I is something with my bank account information was incorrect, or maybe I was missing documentation because I just started doing this and it wasn't like a legal LLC yet. I mean, I was just doing work on the side. And basically they said, Hey, sorry, you don't have your documentation. And they told me it'll take anywhere from 30 to 120 days to get the money back. Wow. 120 days. And they said the only thing I could do is reach out to the client and have them cancel the order. So I'm like, so you're telling me I've got to call a client, tell them I have an issue with my invoicing that's embarrassing as it is, and have them spend time getting the money refunded and then pay me again. Yeah, yeah. That doesn't matter. And they were like, and they were like, Yep. And that's all it was. Like, that's where it ended at. And after doing some research, I found out this is something they did a lot that they didn't give a lot. And I should have done more research, but it was just tough because I called them and I said, Hey guys, like I this money is sitting here. Like, I've done the work, I'm done, I've delivered the product. I I it's in like you, I want you to help me. Like, don't make me call a client and say that you, as my provider of software, are making me call a client and say, Hey, you need to call and spend time. And not only that, guys, they had to call the bank and call them. It was it was just this crazy list of things that they had to do to get I got to the point where I was like 300 bucks, I'm done.

SPEAKER_02 6:30

Yeah, and in your mind, you're you're you're thinking if I have to call the client or whatever, get them involved, they're gonna be frustrated and they're probably never gonna use me again. Yeah, I give it.

SPEAKER_00 6:38

So I I didn't use them again, moved on to a different service, had had no issues with them, but it was just tough. Like I explained my situation, and you would hope, you know, they would help, but man, I just got nothing.

SPEAKER_02 6:49

Yeah.

Service After Payment: Why It Matters

SPEAKER_01 6:49

Brady, you have one? Yeah. Yeah. I mean, the the biggest thing I can think of is um, I guess about two years ago, uh, you know, Benji and I leave worship at our churches, and and so occasionally I like to, you know, enhance my equipment and get a new guitar. And so um I remember the two stores in town here in Birmingham, one called Bailey Brothers, and I went there and found a really nice Martin, and um I bought it and had some issues with it, you know, a after the fact, and got a got a new pickup put in there, and it I mean it the pickup sounded great, but you know, there was just something about it that they were so eager to make the sale. We finished the sale, I paid for the product, but then after the fact when I tried to get some of the service done, the service just they didn't do as well on the service part as they had done on the on the sales part, and so flipped that to most recently I I traded that one in and I went I went back to I'd gone to arts music many, many, many, many moons ago and loved Bree Love Guitars. Shout out to Bree Love Guitars, but um and so I I kind of did an upgrade again. The service was night and day, the sales night and day. And I've even been in there and just you know got some things done to it, this and that, and it was just the the service was incredible, and they had already took my money. I mean, they already made the sale, but you know, the the the craftsmanship and the passion that they had one was let's just get your money and move on down the road, and the other one was we really care about the musician and and all the other things. So that's what I can think of.

SPEAKER_02 8:35

Yeah, and I can guarantee you you will remember that company next time you need something done, you're going back there.

SPEAKER_01 8:39

Oh, yeah, for sure. I'll never go back anywhere else.

SPEAKER_02 8:42

Yeah, it's it's that's the thing is a lot of people think that I've got the sale accomplished, I've I've done the deal, and man, I got my money, you know, I'm done. But those that have taken their service to the next level obviously get the best bang for their buck because they didn't just make a close, they made a long-term relationship transaction. So as as you said earlier, Adam, the sale is a starting line, it's not the finish.

SPEAKER_00 9:10

But it what's also important to talk about is not just that, but just the service with it. So um I had the same thing. So I as a photographer, videographer, I use a company called Nomadic a lot. Oh yeah. Um they you they make very and not just camera bags, they make a lot of like luggage and things. But anyway, I bought a lot of my gear outside of any of my hard cases that I have, but anything like a bag or something that I carry, I only purchase nomadic. And I've had a great experience with them. They have typically two or three times a year, they call it a uh like a they call it like a refurbished sale, like stuff that people have sent in. They're day they you know, they have some damage to them, and they're typically heavily discounted, which I mean their best camera bag is like$500. Well worth it. Well worth it. I always tell people why would you spend$100 on a bag from Amazon and stick your six thousand dollar camera in it, you know? Yeah, and then you're gonna replace the bag five or six times. You might as well have bought one. But um, but you're just talking about not selling with the end. I had so I ordered one, got it from them. Um, it was missing pieces that were never stated for me missing. It said it in the picture, it showed it had everything. Reached out to him. I was very polite, said, Hey guys, I bought this. I understand it's refurbished. The damage doesn't bother me. That's the reason why I pay less for it. I'm gonna end up scuffing it up, it's fine. But I noticed none of the dividers are in it. Well, the dividers themselves are like a hundred dollars to get this kit uh for the divider. So at that point, I should have just bought a brand new one. Yeah, so I messaged them and told them about it. And they were like, hey, we're so sorry something happened. Um, you should have had those in there. And they said, We'll get it out. And guys, they it's like overnighted and got it to me, got those pieces, great service. Well, and then on top of that, I think Benji, I think after that happened, I was telling you about it. Oh, I got word. You were looking for a bag, and I was like, Hey, but you gotta try these guys. Like, you're gonna love these bags, they're a little more expensive, but I think again, it protects all your stuff. But where I'm saying is is when that sale ends, because of that customer service, not only that, but I went out word of mouth again. I went out and told you, and I said, Hey, you should get one of these. I know you need a new bag. Like, they're not gonna steer you wrong and they're gonna fit, and it has a lifetime warranty. Yeah, if something happens, you can call them. So, anyways, just know how you treat your customer at it when it doesn't, even after the sale, it can lead to other things. And other people say, Hey, you need to try them and call them. I mean, we at SurPro the same way. We want people to tell them about our team and the things that we do.

Radio Silence Is Expensive

SPEAKER_02 11:34

Great service gets great word of mouth, and that's that's a that's a great point, actually. No pun intended. But a leadership credibility is what built on what built on what happens after the money exchange hands. Um, great quote that came out, but trust compounds fastest after the ink is dry. Now, I know some of you are thinking, do I physically have to sign for the ink to dry? Well, look, at the end of the day, you're you're making a transaction with funds, with some kind of you know, digital funds, your wallet app, or maybe it's cash or what have you. So that ink is dry at that time. So that's when the trust compounds fastest after the ink is dry. I think there's a danger that uh we have to be careful of because it's very easy in the service business that the danger of radio silence and customers who don't hear from you may assume you don't care. Now, some people would say, Well, I don't want to bother them. I don't want to put so much stuff out there. I mean, Brady, we have been guilty of this same thing. Like, I don't want to do they really want to see SurfPro again, you know. Do we we we understand you probably don't, but we've also heard the the complete flip side of this where customers say, you know what? I don't want to see you again, but I am so happy that when I have a problem, you are there to show up, and then I get to see you in action. So just just keep that in mind. Radio silence and competitors will happily feel, let them feel the silence because it's their favorite sales tool.

SPEAKER_01 13:07

Yeah, and you and you know the thing about it is when you we don't have to go overboard with it, yeah. Right? We don't have to, I mean, just a touch point. Hey, just checking on you, just stopping by, see if you need anything, you know, that type of thing. And sometimes it can go into a a larger conversation, and sometimes it's just hey, I'm I'm real busy right now. We got this meeting coming up, I got some other things, but hey, thanks for stopping by, Adam. Great to see you. I'll you know, just call me if you need something, you know, that type of thing. But yeah, your your two minutes does not go unnoticed, and it's and it's a it's a trigger, you know, or it could be an email or a text or something, just a touch point that reminds them, hey, we're here, we've not gone anywhere. If you need something, then let us know.

Practical Touchpoints That Add Value

SPEAKER_00 13:54

Well, and I I think it can go really, it doesn't have to just be a sell. If you're an industry or you're you're in something where you're just providing some type of service or something to someone. We talk about this at church all the time, and uh, you know, and this will sound bad, and I don't mean for it to, but I see a lot of churches always always post, well, we had 15 people saved this weekend, all this. And I'm like, I think it's great, that's amazing, that's life change. One of the things I've always tried to have us think, especially for our team, think outside the box differently. Okay, great, they got saved. What's next? Like that, because honestly, that is to me, and to get a little more to get spiritual, that to me is more that is more what salvation is. Like, okay, you made a change, now you need to actively pursue it and live it. So that radio silence, like, think about that from that aspect, whether you're a church or something else, you provided someone. If we're not feeding into it after, that's the whole point of serving, right? Like, yes, of course, having people help lead the church, run the church, do these things because staff can only do so much, yeah, that's a huge part. But what you're doing is you're not being silent after that decision's made and you're getting them involved and you're keeping that touch point. So for me and our listeners, think about think take this principle and think about okay, is it a sale? Is it a service you're providing to someone? Is it a lifestyle you're providing to someone, whatever that is, and how when you get to your plan of you know, your course of action, your your call of action, you've done that, you've made that. What is your next steps? What are you doing with them after that?

SPEAKER_02 15:28

Yeah. So moving out of the dangers, okay, the danger of radio silence. Let's talk about a few healthy ways we could stay in front of customers. Okay, there's all kinds of different ways. These are just a few options for you out there. Number one on the list, educational touches. Maybe it's some resources instead of promotions. That's we that's what I mentioned earlier in the show that you there you need to do give give people tips, not so much promotions, right? Hey, you come in today, you get 15% off. You know, what if you said, hey, this is what could happen if you don't do one, two, three, right? Your car could mess up. Uh, just that's the most common thing, obviously, people think of car wash, or it's not car wash, but uh, you can't just get the emails all the time. Yeah. So just educational touches, all right? What's the number one thing that people get excited about each year as a person?

SPEAKER_01 16:23

Birthday.

SPEAKER_02 16:24

Birthday. So hey, look, if someone just said, sends you a message, happy birthday. It is so simple.

SPEAKER_03 16:29

I feel special.

SPEAKER_02 16:30

If nothing else, it's got your brand at the top of it. Think about this. Most of the time, and we all agree, you have seven seconds to make a good first impression. Seven seconds. That's what statistics say, and that is not made up on stat today, Brady, just so you know, not 82% made up on the spot.

SPEAKER_01 16:46

I think 92% all stats are made up on the spot.

SPEAKER_02 16:48

Yeah, exactly. Somebody call the fact checker. Seven seconds is what you have. So if you have seven seconds when someone is cleaning out their inbox of email, I think I would rather have the brand at the top as a reminder of the service that was provided, hoping it was a great service provided. And whatever happens after that happens after that. But if if they end up reading behind that brand, as we talked about in the last couple episodes, brand versus marketing, this is the marketing piece. Make your marketing tip like concise. Make it easy, make it simple. Don't make it this long thing for people to have to read. Or if you do a mailer or whatever the case may be, maybe it's a win. Maybe your team was able to help someone that like we we use Express Oil Change. Maybe they came in and their oil pan was dry. I mean, it was dry, and you were able to go in and do some clean out or whatever the case may be, got them back up and running. You saved a family thousands, literally thousands of dollars. That's a win. So maybe it's a maybe it's just a celebratory touch, right? A milestone, so to speak. What about a service check-in? People don't do this stuff anymore. Just how's it going? I just wanted to check in with you, see how things are going. Is everything okay with you know, making stuff up? Johnny, you know, how's Johnny's sports program going in his school, whatever? Just how how's it going? Be genuine about it. People really want to talk about themselves and them their family and things like that, what they're doing. Just do a just do a quick service check-in.

SPEAKER_01 18:23

Yeah. Um, maybe this is one of those uh how's your mom and them?

Check-Ins That Create Loyalty

SPEAKER_00 18:27

Yeah, yeah. For sure. I get I get a call because we we bank with Chase, and then uh both our personal finances and our business finances are through Chase. And um the guy at down on 280 where we signed up at least once a quarter, always calls and said, Hey, I'm just checking on your financial needs. And one of the things I brought up last time, I said, Hey, I'm getting to the point where I might need to get a business credit card. So I can one, I want to earn back some points. We're making a lot of purchases for things, you know. But I brought that up and it was even what's the greater, and I'm sure he has, you know, a CRM system on that to do it, which is again, that's what you mean. But each time he's called, he's like, Hey, I just checking in with you. And he knows me by name, he calls me and I know who he is, and you know, he says that, hey, do you just checking in? How's your business? Um, have you guys grown? Do we want to look at anything? You know, have you thought about do you do we need to look at getting you that business card yet? And he'll give me real talks. Like I've told him, like, hey, we're only spending this much money in expenses each month. He's like, Adam, don't do it. Like, hey, hold on. And that's what I appreciate even more is like, hey, don't get one yet. You need to be spending this much because you also want to take advantage of the the sign-ups that they give you the money back. Like, hey, if you're not gonna spend this much in this many months, don't do it yet. Wait until you have a big purchase, something you need to purchase, like a new camera, whatever that is, and then you can also get that money back. So you're talking about check-in that's quarter, and he does it quarterly. Literally, it's like on the clock, and we kind of actually end up most of the time talking through things. And but that again is one of the reasons why we're with Chase and not where we were before, because we never got that with the bank we were at before. Yeah, and you wouldn't, and it's just a simple thing that he does, Adam. You do not need a new camera, by the way. I do, actually. Oh my gosh. I'm working hard. I need I need one more big cinema camera so I can just one next level.

SPEAKER_01 20:14

Just one more.

SPEAKER_02 20:15

I'm sure both of you have experienced something like this. One that came to mind with me, a how's it going call. You've you've both purchased vehicles over the years. How many when's the last time that someone from the from the dealership that you had a great experience with called and said, Hey, I just wanted to check in with you.

SPEAKER_00 20:32

Recently. Really? Recently. Well, you you guys know we went through some issues. We were having, um, we were, and I think I kind of shared this with the just the two of you off the podcast, but we were getting ready to update our. We felt like we, you know, we bought a truck a year ago when we changed positions, yep. Uh, and I lost my Cerberus vehicle. Uh, we had to buy, we had to buy a vehicle, and we bought one and we outgrew it quickly. Well, I mean, like, business has been good, we've had a lot of big projects, I need space. And found out the one we had was actually a lemon, and to the point like where we were gonna have to roll negative equity in a vehicle, and we wouldn't want to do and we're talking 10 to 15,000 of negative equity, yeah. Um, anyways, they checked in and I had kind of written a review about it, like, hey, and nothing negative on them. Like, hey, you guys did great. I just, you know, I kind of wish we had knew some of this. Called me right away, got us in literally within 24 hours, found a vehicle that fit our need, paid off our truck, so we didn't roll anything into it to get us out of that one, and moved into it. And I can tell you just from that, we probably won't go anywhere else. I mean, yeah, and that was again, you're talking that was from a phone call. They literally called us, said, Hey, this is actually what we're dealing with. And I at the time I didn't think to call them because I didn't think we agreed to buy the vehicle, right? Like we signed everything, they didn't have to do that, but they did. And yeah, we bought a bigger vehicle uh that fits our needs and carries our camera gear and the things when we go do these larger projects. But that you're talking again, not just checking in, but that led to another sell for them.

Make Every Touch Feel Like a Gift

SPEAKER_02 22:07

Exactly. Yeah, that's that's where they win, is they've they've done their check-ins. Their goal is to eventually, when you have a need, to sell you another vehicle. Um, think about this you know, just a couple of curated resources, better updates, uh, fewer updates. So they're not bombarding you with information. We're not bombarding clients with information, make it less, but make them more impactful. That's that's the key is a couple of tips and tricks. Um, maybe it's a couple unexpected small gestures. This is a this was one that hit home with me that you know what what is there out there that we could possibly do? And I don't have the answer for this yet. We'd have to think through this, but what could we do for a customer when we go up on site? Think about this. They've had a fire at their home, and is there something we could do to bring a little bit of value to get them through a situation that they might have to stay at a hotel or whatever, you know? Um, just something like that. Think about this. Every touch point should feel like a gift, not an invoice. When when I when I found this, I it hit home with me. I was like, man, you know, too many times we go through a transaction, we took care of the client, yay, you know, and at the same time, how many times do we bypass those touch points to feel like a gift and not just a transaction, not just an invoice? And I'll tell you, I'm very proud of our team because our team goes above and beyond to make sure that the customers are taken care of, they're communicated with, um, and and it just it's so refreshing that that what we what we have at our team.

SPEAKER_00 23:47

Yeah, so and that's I mean, it's evident, and you see that too when you do that, Benji, because um we've been able to be in the top five of like of most reviews, like our SurPro Birmingham location. You're talking about customers like saying, hey, they do this, you can see these, and so we're one of the top five out of all the surprise, not just like our region, of all the surpros, um for that, and really in the service industry. And you have to think somebody in our industry typically like seeing positive reviews and things, that's tough. And but we've made it intentional. I mean, my buddy runs a uh appliance repair, and I can tell you I help him manage his stuff, and there's nothing he can do. Yeah, you know, they have issues, they have to go through the manufacturer to get parts, waiting on parts is probably a big challenge. And that's a big part, and sometimes customers don't get that, and they again they work on that to try and get customers, but they get bombarded with negative, negative reviews. And in a service industry, I think that's a big part too, is doing those things and checking up on customers because we see that in the reviews that are written. And in an industry that typically people only share the negative, us being in that, you know, the upper echelon sharing the positive, that's huge. And that's but that's also intentionality, right? Yeah, like that's intentionality through taking care of the customer during and after the job, and then also um just staying in communication with them.

Reviews, Word of Mouth, and Intentionality

SPEAKER_02 25:14

Yeah. So as we just a couple leadership takeaways for you listeners out there, these these are if you want to write these down, as we've said before, don't do this while you're driving down the road, make a mental note, drop a voice memo on your your iPhone or Android or whatever. But just a couple of key takeaways, okay? Consistency always beats intensity. What we mean by that is if you have a steady touch, it's gonna be greater than just random noise because the consumer is sick and tired of random noise, but just keep a steady touch, clear and concise, be consistent with the process, everything else will take care of itself. They always say this in the sports world the teams that are the most consistent and do the most basic principles of blocking, tackling, dribbling, shooting, uh uh uh uh hockey, you know, taking the puck and using basic, basic, basic drills. It's basic, it's better to be, excuse me, consistent than it is to be intensity. We we can think we're gonna have the best shot of the game, but no one's gonna hit the closing shot of the game that hasn't practiced that shot thousands and thousands and thousands of times. So consistency wins, okay? Next, think about stewardship, not selling. Guide the customer, don't squeeze the customer. Think about stewardship. You've been given the opportunity to take care of this client, regardless of what what industry you're in, steward that relationship, do a good service. As we said earlier, they're gonna tell more and more and more people about your business, and then you get more opportunity. So we we've been given the opportunity, steward that relationship. Don't feel like you're just sell, sell, sell, sell, sell. Get them through a situation. They've come to you with a problem. Think about this. And and and I say problem. If you go to a restaurant, you have a problem, you're hungry. That's the problem. You want to eat. So steward the relationship, want them to come back. Focus on the relationship, not the inbox. Value makes outreach welcome. So if you value and focus on the relationship and not so much just got to push the button for the next email campaign to go out, or the next mailer to go out, or the next discount to go out. Focus on the relationship, make it personal. And then last but not least, balance is leadership. Protect the clarity and try to avoid chaos because again, consistency always wins. Quick quote for you uh leadership after the sale is about stewardship, not salesmanship.

SPEAKER_00 27:58

Yeah, yeah. I've always said uh and I've shared it with y'all before, I think the age of the customer always is right, has kind of evolved. I don't think the customer is always right, but I do think the customer should always be satisfied. We've got to find a way to do that. They're gonna make mistakes, we make mistakes, but I think in the end, how do we take care of the customer? And that that means after it's over. Like you you have like you want to think about this as a relationship, right? Like just because you they bought your product, the I bought your service, whatever, whatever it is you're offering, this needs to be a long-standing thing. Like they may call you in a year from now. Yeah, they may do that, but so that when that happens, all right, how do we take care of them because something may else happen? Like, you know, you never know. If you're our house, you've had like seven water denting nine months, so we would typically call you guys every time. So yeah.

SPEAKER_01 28:53

Yeah, this kind of reminds me of you know, going back to like sales, people do business with people they like and people they trust. And I think it's a good reminder that you know, when uh just like my situation with a guitar, we gotta remember that that we are human beings and not human doings. You know, they're we are dealing with human beings, and so uh take care of them. And I think it was Zig Ziggler that said if you help enough people get what they want, you'll get what you want. And so a lot life is is a good reciprocal, and that's I think this is what this is kind of reminding me of.

SPEAKER_00 29:30

Yeah. I mean, if you had a choice based on customer service, when you go get groceries, are you choosing publics or Walmart?

SPEAKER_02 29:37

Yeah, for sure.

SPEAKER_00 29:38

And here's the thing you're probably gonna choose publics because one, they're better in customer service, like they do all these things, and the other thing is though, they are more expensive. But people look past that because they're like, hey, look, it's better, they're taking care of me. I'd rather I'd rather pay a little bit more and have good customer service. So think about that for your industry as well. If you're an industry. Industry that maybe you are a little bit more expensive of a service. And it's not because you you have like it's because you have to be. But if you take care of your customer, they're going to choose you over the cheaper option.

Leadership Principles After the Sale

SPEAKER_02 30:09

Absolutely. Absolutely. Well, just in closing, quick little recap. The clock doesn't stop after the sale. It resets it to a new phase of leadership and trust. So here's a challenge for each of us. This week, listener, this week, pick one customer you haven't spoken to in a while. Reach out, not to sell them, but to serve them. And in our closing quote today, customers don't remember that they the day they signed. They remember the days you showed up afterwards. Well, we want to take just a few moments and say thank you again for tuning in, listeners. We really appreciate it. If you have, maybe you have an idea you like on the podcast, feel free to click that send a text button in the episode. I'd love the opportunity to be able to share that on one of one of our shows. You can find us on any social platform at Higher Up Podcast. You can always subscribe at the HigherUp Podcast.com slash subscribe. And as always, go out and choose to live a higher up life. We'll see you next time.