Podcast Transcripts & Articles

Can a positive outcome erase a bad customer experience?

I recently had a problem with a product that ended well, with the company replacing the damaged one, but I was left with a bad taste in my mouth. But why? I got what I wanted in the end. This was a great lesson to share because we have to realize that our goal is more than just to get the customer what they want and need. It’s to make them feel great about the process and interaction.

Listen to this new 12-minute episode for the rest of the story, and some tips on how you can become more aware of the customer experience, not just their results.

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What’s a good closing rate?

This is another listener suggestion. I got an email from Scott, asking if his closing rate was good. He had good stats on his conversion from inquiry to conversation to sale. That already puts him ahead of most wedding and event pros. What I explained to him, and to you in this episode, is what stats you’d want to have, and whether or not you need to know what your closing rate is. You’ll hear how I have stats that I pay to more attention to than my closing rate.

Listen to this new 8-minute episode for more ideas on your closing rate and whether there are more important stats for you, too.

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I was watching an Instagram post by my friend Vanessa Joy where she was discussing the wedding gap. It intrigued me as I had heard some rumblings about it, but hadn’t had a chance yet to discuss it and find out more. So, I invited Vanessa on for her take on it and what it means to you.

Listen to this new episode for some clarity on what the wedding gap is, and what you can do to prepare and thrive through it.

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Don’t make them fill out forms before you have a conversation

This is another listener suggestion. A friend of mine noticed that many wedding and event pros are asking their couples and customers to fill out questionnaires before they get to have a real conversation with them. While this is easier for you, because you get more information before your meeting/call/Zoom, it also adds friction and effort to the process. The thing is that in doing this, you may be missing out on good prospects. You never know who chooses not to reach out to you because of the extra friction and effort.

Listen to this new 10-minute episode for more insight into why using long contact forms and questionnaires could be hurting your business.

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Are you still not replying to reviews?

I’ve done episodes about reviews before, so this time I want to address why so many wedding and event pros still aren’t replying to your good reviews. Many of you are replying to the less than stellar reviews, but not every review. Why not? You’re missing a great opportunity to stand out. Don’t worry, you don’t have to reply to every review you’ve ever gotten… just some. I spell that out in this episode as well.

Listen to this new 12-minute episode for why you should reply to all of your reviews, starting today!

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David Newman – Do It! Selling

Every so often I read a book and think “I need to have them on my podcast!” I’ve known David Newman for years through the National Speakers Association, and I just finished listening to his book “Do It! Selling”, and while his target client is different than yours, there are so many takeaways and useful ideas for you. Listen to this episode and be sure to have your pen or keyboard ready to take notes.

Whether you’re a seasoned wedding and event pro or just getting started, David drops nugget after nugget and you’re going to want to pick up a copy of his book just to the rest of them.

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This is another listener suggestion, this time from Brian in South Florida. He had a couple in to his venue for a wedding and they weren’t responding to the questions that seem to work with other couples. He wanted to know what to do in situations like that. What are some different questions? How do you get the quiet ones talking?

Listen to this new 9-minute episode for some questions you can use when your customers aren’t being responsive to your questions.

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Who’s the real decision-maker?

I was doing a sales training for a small group and the question came up about figuring out who the decision maker is when you’re dealing with a group of people. In this episode I expand on this topic to figuring out who the decision-maker is when you’re on the phone, or when you don’t get to meet with everyone who will be involved in the final decision.

Listen to this new 8-minute episode for some tips to help you figure out when you’re dealing with all of the decision-makers.

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There are so many analytics that you can get for your business, but which ones are going to make a difference for you and your bottom line? To help bring clarity to this I invited my friend Christie Osborne to join me for a conversation about business insights. This isn’t about Google Analytics, at least not very much, and you’re going to want to hear the business metrics that you really do need to know.

Listen to this new episode for an enlightening conversation with a really smart friend.

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If you’ve heard me speak, read my books or had me do sales training, then you certainly know about the power of the choice of two. If you want someone to make a decision, you need to give them the perception of choice, while at the same time limiting their choices. That’s a balancing act, for sure, but not as difficult as it sounds. Once you can get their choices down to one or two, you can ask for the sale, and it won’t feel pushy or aggressive at all.

Listen to this new 10-minute episode for some ways you can use the power of the choice of two in you business and even in your personal life!

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