Thursday, May 30, 2024
Building Relationships Through the Phone Lines: Richard Blank with Costa...
In this episode of the Small Business Origins podcast, we sit down with Richard Blank, CEO and Founder of Costa Rica's Call Center. Hear our discussion on outbound lead generation and sales appointment calling, inbound customer support, how Richard got his start, and some best practices for effective communication on sales and support calls.
Guest Bio:
Richard Blank is the CEO and Founder of Costa Rica's Call Center, a full-service BPO call center providing lead generation, customer service, social media support and more for US companies. He founded the company 15 years ago and has grown it to over 300 seats.
Key Quotes:
"I believe in synergy. I believe in circles, and I also believe in the sanctity of a meal together, breaking fast, you know, feeding ourselves, making ourselves stronger." (15:37)
"Why call them gatekeepers, and why give them such a bad rap? These are the first impressions of Emerald City. As long as you understand the protocol and you can give an excellent first impression with that company name spike, you have a chance. Get them out of that trends." (41:44)
"Leaders remember small details about you, or they dress in case your mother shows up so I can go downstairs and thank her for raising such a fine young man who's been with me for 3 years." (16:39)
Main Discussion Points:
- The importance of building relationships in sales, not just trying to force a sale
- Techniques for effective communication and rapport building on sales and support calls
- Why it's important to treat everyone in an organization with respect, not just decision makers
- How to get referrals and repeat business through exceptional customer service
- Why taking time to understand the local culture is key when doing business abroad
- How Costa Rica’s Call Center vets clients to avoid unethical business practices
Tuesday, May 28, 2024
Garry Gary Beers INXS bassist performance video. "Shine Like The Sun" ro...
GARRY GARY BEERS
A podcast interview combined with the strong curiosity of a proud member of my favorite band INXS brought me to ggbbasses.com. After carefully navigating the site, one section offered to “HIRE GARRY!” on a track. Naturally, I was very interested in all of the additional options associated with the bass session. As luck would have it, my company produced a song, "Shine like the sun" performed by the Costa Rican guitarist Igni Ferroque. Filling out a form to contact Garry Gary Beers was an unbelievable surreal request that was cool in and of itself.
To my astonishment, Mr. Beers personally followed up with an email the next day. Along with the courtesy of proper introductions, we mutually confirmed my intention to purchase the full bass session package. Caught in the moment, I insisted on a good faith deposit for his time and close the deal. Mr. Beers had naturally shaped the pace of doing business in a relaxed way. "By all means send me the tracks. I’ll have a good listen and let you know my thoughts on moving forward. That work for you?" It did work as a potential new client and placed me in a good frame of mind from the start.
Fortunately, Mr. Beers had informed me of the positive news about the song making the cut. "Hey Richard, the music is great! Looking forward to having a play on it". He offered many secure payment options along with the value placed on all four elements. The expenditure was more than justified and deemed a gift when considering his talents and achievements. Mr. Beers never pressed for any money nor attempted a hard sell. He is a nice man that loves music, period.
In a trustworthy spirit, Mr. Beers offered me the convenience of sending a comfortable amount of money to start the project. The value of the arrangement was so good that I immediately choose to commit 100%. We sent a full deposit, sat back and prepared to enjoy the ride. As the secure funds entered the GGB business account, Mr. Beers had already taken the liberty to record the bass tracks and was at the ready to send the audio files. He added a sincere compliment as well, "Music is excellent by the way- really reminds me of Rainbow- one of my fav bands."
Mr. Beers walked me through the easy process of combining his work with the initial recording for the finished product. The steps were simple, “2 tracks of bass version 1 – DI and Amp.2 tracks of bass version 2 – DI and Amp- Both of these takes have a click at the top to verify it syncing to your track. They are recorded to the tracks you sent with the click intro so they should sync perfectly." Mr. Beers added an additional spark, “I’m also sending synth tracks to accompany the bass tracks- Intro only. I have included a mix track and the individual synth tracks." The music had a studio quality sound and GGB grooves. It rocked along with the enjoyment of plug and play. A video of Mr. Beers playing on the track was coming up next and the apex of my unique musical journey.
Like clockwork, Mr. Beers enthusically contacted me about the video and the confident reaction to his bass session. "Glad to hear it" He wrote. "I enjoyed playing the tracks… Let me know which bass track versions 1 or 2 you used with the intro and the track so I can send a matching performance video.” Handing over Mr. Beers all creative control was logical and showed a true respect for his craft. The consideration by Mr. Beers to collaborate on a decision was unforeseen and very appealing. How do you choose one groove when both versions are slick? I decided to mix and match the funk from the tracks provided. Mr. Beers had agreed and gave the feeling of excitement by his response, "That would have been my choice. The Intro bass with the fuzz and Wah is a trip!"
The performance videos sent by Mr. Beers had simple instructions: "Hey Richard, here's 2 videos- the Intro -take 2 with fuzz and Wah - and the song - take 1 with pick. The intro track has a click count in so it should be easy to sync." He added, "The main track video has the guitar intro so you can sync to that. Hope this works for you." The final production was amazing and combined perfectly.
Everyone noticed that Mr. Beers showed an authentic enjoyment as he adjusted his amp and started jamming in an Aussie themed studio. Apart from the brilliant music created, a heartfelt chest tap happened as he finished the song and the video ended. The final act of my personal experience working with Garry Gary Beers was a strong transfer of positive electromagnetic energy that was widely felt and well received. Thank you Mr. Beers for the luxury.
I highly recommend Mr. Garry Gary Beers. The working relationship was easy and stress free. My firsthand knowledge involved the attention to detail, clarity to avoid miscommunication and the generosity of his sincere efforts. Experiencing a comfortable first time business deal was a pleasure. The financial investment in working with Mr. Beers was worth the extemporaneous chance to meet a multi-platinum bass guitarist. Most importantly, the bonus of sharing his music and imagination with fans. In conclusion, I am a very satisfied customer of Mr. Beers and admire his ingenuity on this special project.
Richard Blank
CEO
Costa Rica's Call Center
Tuesday, May 21, 2024
Wednesday, May 15, 2024
Business Uncensored. A Small Business Chronicles podcast. Linguistics an...
Business Uncensored. The Small Business Chronicles podcast. Linguistics and Pinball with Richard Blank
Business Uncensored is a podcast in which host Ryan Sherrer talks about the less conventional aspects of entrepreneurship and personal growth. With a background that challenges the typical business talk, Ryan brings real stories and practical advice from a mix of guests. Tune in for unfiltered conversations and ideas for succeeding in business your way.
Tune in to the latest 'Small Business Chronicles' episode with host Ryan Sherrer. He chats with Richard Blank, the linguistic maestro who risked it all and ventured to Costa Rica to establish a thriving call center. They chat about the quirky role of pinball machines and gamification in his business model, and how Richard's linguistic skills help maneuver the reputation challenges call centers often face. It's a chat that's phonetically fascinating and brimming with unique insights. Don't miss it!
titandigital.com
We like to call ourselves a full-service agency. By that we mean that our website designs and marketing plans are structured to take the burden of building an effective online presence completely off our clients’ shoulders.
Our team, located across offices in Murfreesboro, TN, Carbondale, CO and Ozark, MO is made up of experts in each aspect of website design and digital marketing. They are trained to maximize your online presence.
Website Design in Murfreesboro, TN
WHY WORK WITH US?
“Not every business has a team of in-house marketing experts. We can be that team for you. Our Titans are experts in digital marketing, so you don’t have to be. We are creators, innovators, good listeners, and people-persons who will pursue your project with the same passion you have for it.
But we don’t just want to see your project succeed – we want to see your business succeed. We are invested in our client relationships and have created long-lasting partnerships with many great companies and entrepreneurs. Why work with us? Because we will truly be your marketing team.
WHO WE WORK WITH
Over the years we have worked with a vast array of businesses, and still do. There are, however, several industries that we have a strong history of partnership with. Not only are we experienced with these industries, but we’ve also enjoyed a great deal of success with them
FOCUSED ON CLIENT GROWTH
Experience and creativity are the hallmarks of our team. We’ve helped hundreds of companies over the years establish brands, build websites, rank on search engines and build social followings: so that our clients can improve sales, achieve business growth and accomplish their goals.
That’s the point of what we do.
ACCOUNT MANAGERS. DESIGNERS. WRITERS. WEB DEVELOPERS. SEO & SOCIAL MEDIA EXPERTS.
When left alone, each individual is magnificent in their particular area of marketing. With their talents combined, there is no limit to what can be accomplished.
No matter what you task our agency with, have confidence knowing an entire team is working to acquire leads for your company.
Every service we offer is focused on one thing — your success.
MAKING AN IMPACT ON PEOPLE SINCE 2011
Marketing is an amazing thing because of its impact on people. Not just our people, but our clients’ people. Their employees and customers. The families of those employees and customers. It’s all a ripple effect. The better we do our jobs, the more we help our clients, the more people we impact. In the end, it’s why we do what we do. Because we want our work to make a difference.
ARE YOU STRUGGLING WITH YOUR MARKETING?
We Want to Hear About it
With the pace of innovation today, it seems like what worked one day in marketing doesn’t the next. It's important to have a team on your side whose job it is to stay on top of things. If you’re struggling to keep up, let us know. Our team of experts is ready to get to work for you!
At Titan Web Marketing Solutions, we use a combination of marketing tactics to drive leads to your business — whether in-store or online.
Each member of our growing team is specialized in a particular area of online marketing. This allows each client to have an entire team of marketing professionals working on their behalf.
Our Services Include:
-Website Design
-Search Engine Optimization
-Local Search Marketing
-Pay Per Click Marketing
-Social Media Marketing
-Graphic Design
-Logo Design & Branding
-Email Marketing
-Video Production
Richard Blank: Linguistics, Pinball, and Success in the Call Center Biz
Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, inducted into the 2023 Hall of Fame for Business. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry.
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #smallbusinesschronicles #BusinessUncensored
small business chronicles,Business Uncensored , Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
https://youtu.be/kaptkAetGHU
Tuesday, May 14, 2024
Simon Says Simplify Sales - Micro Podcast. The biggest hurdle I have ove...
Simon Says Simplify Sales - Micro Podcast. The biggest hurdle I have overcome as a sales person was?
Simon Morris is the Founder and Major Shareholder of a group of businesses that operate in Sales and Marketing, Online Fitness, Business Consultancy, and selling Coffee. A Strategic and forward focussing business leader, with over 40 years’ experience helping companies to achieve significant growth across several industries. Working alongside a wide range of multi nationals and regional SME’s. Commercially astute, identifying opportunities and mitigating associated risks. Applying strict governance structures with clarity and transparency. Implementing system and process improvements to develop accountability and efficiency cultures. Supporting sales and marketing strategies and driving sustainable growth.
Simon believes business is a wonderful game. He works with business owners to turnaround the growth of the business ready for exit or sale. Simon does this by merging his sales and marketing skills, business experience and training in Neuro Linguistic Programming (NLP) with resources from the Sales Master's Guild and the Business Buyers Club.
He have worked with many business people over the last 40 years and started and funded businesses from scratch. He grew and exited businesses in a variety of sectors - such as Optics, DIY, Pet, Veterinary and Food and Drink. His mission is to inspire a great sales performance and solve business problems with agility, creativity, and excellence.
SimonSaysSimplifySales is your go to Micro-Podcast for sales inspiration. Learn from other sales people what hurdles they have faced in getting better leads, finding the right customer contact strategy or becoming better at closing the sales. We never know where inspiration will come from, but often the best ideas come from listening to others.
CallumConnects Micro-Podcast is your daily dose of wholesome entrepreneurial inspiration.
Hear from many different entrepreneurs in just 5 minutes what hurdles they have faced, how they overcame them, and what their key learning is.
Be inspired, subscribe, leave a comment, go and change the world
Knowing the principles of selling is a prerequisite for #success of any kind. This podcast offers bite-sized expert tips and tricks from sales professionals.
Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, inducted into the 2023 Hall of Fame for Business. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry.
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #simonsayssimplifysales
Simon Says Simplify Sales - Micro Podcast, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
https://youtu.be/1LvaisjXpSw
Monday, May 13, 2024
The Sheri Kaye Hoff Show. How to improve your communication skills on the phone with Richard Blank.
For living joyfully and successfully in your life and work. Get More Freedom, Happiness, and Success with Sheri Kaye Hoff. Sheri is a Business and Life Coach. She is the author of transformational books and a near-death survivor. Sheri uses a coaching approach that is transformational, intuitive, mindset-driven, vision driven, spiritual, and action-oriented. She lives in beautiful Colorado and is married (for over 25 years) with three children, three step-children, and four grandchildren. Sheri is an animal lover, a travel lover, a wine lover, and a fun lover.
Learn more about Sales, leadership, strong corporate culture, telemarketing outsourcing, and becoming successful in conflict management strategies with clients with CEO Richard Blank. With a mix of motivational public speaking styles backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers and became CEO of Costa Rica Call Center in 2008. It doesn’t matter what size business you have or the type of business you have. You can always improve your communication skills. Listen to my super fun and educational interview with Richard.
https://youtu.be/F-Edg_WtBYg
The Sheri Kaye Hoff Show for Living Joyfully in your Biz and Life. Create More Freedom, Happiness, and Success. Sheri is a business coach, consultant, mindset mastery expert, and personal development, expert. She is a best-selling author of transformational books and a near-death survivor. She is a noted radio show guest, keynote speaker, and workshop leader. Sheri uses a coaching approach that is action-oriented, intuitive, inspiring, and energy-boosting. She lives in beautiful Colorado and is married (for over 25 years) with three children, three step-children, and four grandchildren. Sheri loves inspiring happiness, family dinners, dancing, football, golf, wine, the beach, and the mountains. You can also listen to the podcast by saying “Alexa, play the Sheri Kaye Hoff Show” This podcast is syndicated globally including your favorite podcast player and is available on youtube
Sheri Kaye Hoff, is a Transformational Business Coach known for inspiring, intuition, vision, and massive action, and being a catalyst for personal and business growth, joy, and profits in a way that is fun, relaxing, and fulfilling. She uses both spiritual and practical techniques to obliterate blocks and create transformational change. Sheri is a business, leadership, happiness, and inner game expert. She has overcome nearly dying and has made it her life mission to share the keys to happiness and success.
Get More Freedom, Happiness, and Success with Sheri Kaye Hoff. Sheri is a business coach, consultant, mindset mastery expert, and personal development expert. She is a best-selling author of transformational books and a near-death survivor. She is a noted radio show guest, keynote speaker, and workshop leader. Sheri uses a coaching approach that is action-oriented, intuitive, inspiring, and energy-boosting. She lives in beautiful Colorado and is married (for over 25 years) with three children, three step-children, and 3 grandchildren. Sheri loves inspiring happiness, family dinners, dancing, football, golf, wine, the beach, and the mountains.
Are you a coach, consultant, professional, or heart-centered entrepreneur/small business owner?
Discover a clear path to creating the business and lifestyle you want. Relax into scaling your business doing what you love. Create more happiness, freedom, and success every day. Measure your success not just by more profits, but by the amount of ease, flow, and joy you experience each day in your business.
Meet Sheri :
Known for transformation and being a catalyst for business growth and profits in a way that is fun, relaxing, and fulfilling, Sheri inspires people to do the work they love and make money.
Her clients have a passion for making a difference and making a profit.
She is an author of multiple books including: You Can Heal: Lessons from Nearly Dying, Daily Miracles and Inner Peace; Relax Into Inspired Action; Keys to Living Joyfully; Be the Inspiration: 7 Ways to Inspire Your World, and more. Her books are available internationally and her podcast is syndicated globally (on apple podcasts, Spotify, google podcasts, iheart radio, and more).
Sheri helps business owners and professionals to relax into attracting more income and to relax into success. She uses both spiritual and practical techniques to obliterate blocks and create dramatic change, and she offers customized one on one coaching, group programs, and her signature mastermind programs. She has a Bachelor of Science degree in Business, a Master of Arts in Organizational Management, and a Doctorate in Holistic Life Coaching. She has an avid interest in metaphysics and is a certified group coaching leader. She has created coach certification programs for personal coaching, business coaching, and spiritual coaching.
As a business leadership and inner game expert, Sheri created training programs, organizational change management programs for small businesses, and corporate training and development programs. She writes extensively on spiritual practices and how they can be applied to business and life. Sheri has taught business classes at the collegiate level, including organizational change management, human resource management, ethics, marketing, and others.
A near-death survivor/thriver, Sheri experienced miracle healing.
Sheri lost her brother to suicide and experienced setbacks and tragedies that could have stopped her in her tracks, but she made it her life mission to discover the keys to happiness and success and then share them with the world. She began her coaching company in 2007 after a diverse career including: being an exercise instructor in her early career, to direct sales, to management, training, then higher education. She grew up influenced by her mother, an English major, and her father, an Education Director. Training and development were household values.
She is proof positive that you can combine multiple skills and talents and keep growing and changing. She launched her company because that is the way she felt she could make the biggest difference. She coached hundreds of people over the years and thousands have been impacted by her programs. Her mantra is: Relax into Inspired Action
Fun facts: Sheri figure skated as a pre-teen and teen. At one time she thought she wanted to join the Ice Capades. During her first year of college, she wanted to be an archeologist. She also published over 30 poems and a fiction short story.
Married to her best friend for over 25 years, she has three grown-up kiddos and three-step kiddos and is a step-grandmother. She lives in beautiful Colorado. Sheri loves traveling (remote island beaches are her favorite- among her many adventures, she has encountered a shark while kayaking and snorkeled in a 660-foot deep blue hole ). She loves golfing with family, friends, and clients. Reading a book a day has been a life-long habit. Family Sunday dinners are a cherished tradition and regular evenings out with her gal pals. Her mottos: Be Free, Be Happy. Be the Inspiration. Boldly pursue a life of meaning and passion.
Richard’s vision quest journey is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, inducted into the 2023 Hall of Fame for Business. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #SacrificetoSuccess #TheSheriKayeHoffShow
The Sheri Kaye Hoff Show , Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
https://youtu.be/F-Edg_WtBYg
s-h-e-r-i-k-a-y-e-h-o-f-f.com for more
podcast episodes or you can say Alexa
play the Sherry K Hoff show this podcast
is syndicated globally and you can
listen anywhere where you're listening
to your other podcasts some examples are
Apple Google pod link Podcast Addict
Spotify and many more
foreign
[Music]
from the Sherry K hop show and I would
love to welcome you here today and I
have a surprising guest we're going to
kind of Step Off The Path and bring in
someone who
um is it's just kind of a new and juicy
topic here on the show and so I'd like
to introduce you to Richard blank and he
is an expert in call centers an expert
in Soft Cell
personal sock skills with people and so
we are just going to have a beautiful
conversation and he is in Costa Rica a
beautiful place I haven't been there but
I have friends who have houses there so
I'm sure I'm going to visit soon maybe
we'll have a margarita together or
something like that
sounds like fun right
I'm great poor Avida thank you so much
Sarah for having me on your show it's
very nice to meet your audience and to
spend some very very nice quality time
with you today
yeah so you bring to US 27 years of
experience and you are a CEO and uh you
know we're going to talk a little bit
about leadership we're going to talk
about uh selling skills which sometimes
small business owners uh resist the idea
or they get nervous about those kinds of
conversations with people and they start
focusing on you know is this person
going to say yes or no before they're
even in the conversation so I just would
love for you to open up with you know
what is it what is that sales
conversation and how can it be a
positive experience for the person doing
it and the person on the other end too
it's one of my favorite questions the
first thing I address Sherry is fear
it's a morbid anticipation of something
that hasn't happened yet you have my
permission to be afraid of spiders and
needles and other things like that but
uh something mental I think you and I
are much stronger so that's number one
number two is I don't really see myself
as a Salesman I see myself as an
educator because Terry you and I just
don't force anybody's hand they choose
to listen to us so from an educated
point of view we make a decision
so it's our responsibility to be
properly prepared to know our rebuttals
to know the answers but also to show
some empathy on these phone calls I I
believe that when someone is too well
rehearsed and they know their lines too
much they become a print they lose their
painting status they become
commercialized they'll grind out the
numbers and make their calls that day
and get their metrics but they won't be
an ace they won't have that sort of
empathetic connection that you have with
people
I'll give you an example one of the
simple things people do is never ask a
follow-up question to something if
somebody mentions they have a dog you
say that's great I love it but what's
the dog's name these are certain things
that can ground you and have
conversations about normal things that
just doesn't have to be in about
appointment
or sale
and so I think if you just start calls
off that way more of a centered approach
on how you were raised with manners and
being polite but also being generally
interested in what the other person is
doing your conversations might last a
little bit longer but you'll have more
conversions as well so don't rush to
make your 100 phone calls that day
Sherry I'd rather you make 60 phone
calls that day and every phone call we
spend a couple more minutes talking
about good things in life
and what about in some businesses you
know it might be more like you know six
phone calls depending on you know the
the type of package people are selling
you know if you're selling like a ten
thousand dollar coaching package you're
probably talking to more you know high
quality leads
um and so you're not looking at like
that volume of you know 100 calls or 60
calls I think I think some of my clients
would have a heart attack I was thinking
about that number but
but um but I love I love your point
about that you know that
um you know it's about engagement so you
know when we before we jumped on here we
talked a little bit about the spiritual
side of business and you are kind of a
rebel in that you know you you pursued
your dream maybe in spite of people who
were a little bit resistant or didn't
understand and so talk a little bit
about what it's like to have a dream and
maybe have the people around you not
understand that dream
first is you gotta know if you have a
dream because when you're growing up a
lot of people will offer you very strong
opinions and expect you to follow them
or they might even give your career or
your future it could be predestined
could already have it planned out for
you so when all of my friends in high
school back in Northeast Philadelphia at
Abington they were going to Ivy League
they were studying medicine and law
architecture engineering and other
degrees
I had no idea what I wanted to do and
that scared me a little bit not in the
sense that I couldn't do something it's
the fact that all these people had their
lives planned out the next 20 years and
here I am at 18
wondering what to do
this is what I did know that my favorite
class in high school was Spanish also
recess but you can't major in that
school majored I majored in Spanish at
the University of Arizona and I minored
in recess it's Arizona I also chose to
be a communication major and just like
you Sherry you're an incredible public
speaker so I decided to study that I
also majored in rhetoric you know you
want to make sure that you give a proper
delivery and your message is clear
and a special sauce I decided to study
micro expression reading so I could
Master body language and see if I can
get some positive reinforcement with
those with whom I'm speaking and so
these are the sort of things that
assisted me in my early 20s to become a
little bit more uh more balanced and
impulse control
because there were certain things I
would react to and other things I
realized that it's just the way that
people are communicating
and if I had the time to be able to
break things down explain my way and and
really as I say before show active
listening skills to the other people
letting them know that that's an
excellent question repeating back the
question that they asked you and
boomeranging back with some plus two
smile here's a very good way you can
readjust tones of conversation and move
them forward and that's what it is
Sherry we just need checkpoints we just
got to make sure every couple minutes
that everything's cool and we can
continue if not then maybe it's for my
clarification I might need to ask
something and these are the sort of soft
skills that can reduce any sort of
conflict management and can enhance any
sort of experience with people because
you're not being offensive you're just
being a little bit assertive
and you're making sure that you're
showing empathy towards this
conversation and it won't ruin your
scent it won't ruin your Zen and your
balance your Juju you're you know in in
my opinion I I get to a certain point in
a conversation
where my clients will start saying my
name and it's not in the introduction or
the conclusion when we're confirming
this it's
we made that sort of anchor in the
middle of the call and that's when I can
loosen my tie sit back have a sip of
coffee and let Mr Jones tell me certain
things and I I know everything's going
to be okay
so instead of distracting yourself with
the end result which will come you
should be focusing on the now
and where you are in this exact moment
because it can take a second for the
world or the conversation to change
and so if somebody can be in that sort
of mindset and there are other
techniques for that which you have
definitely shown us on your videos
I prefer breathing techniques
I prefer using pronouns and name drops
so at least I can bring people back into
conversations
and those are the sort of things that I
those are the sort of things Sherry that
all these years and the ten thousands of
phone calls I've heard that the action
created a positive reaction with the
clients
and so we realized we cracked certain
codes in regards to interpersonal
communication
hmm
I love that and don't you think that the
success it really in anything starts
with the heart so when you're truly
loving your product loving the service
that you offer and loving other people
like um before I get on a call with
someone I just concentrate on sending
like waves of love to them and also
reminding myself that it's not about me
at all it's all about them and and you
know I'm in the place of truly caring
not pretending to care but truly caring
about the person that I'm talking to and
so you know what are your thoughts on
that kind of style and how you know is
there somebody who
um you know like I I tell people you
know if you don't like people you
shouldn't own a business because a
business is about people you know and
and so if you don't like people you
don't like talking to people you need to
do some kind of research in a lab or
something and that's fine there are
people like that but maybe speak to that
a little bit
I want to First address the last thing
that you had mentioned in regards to
your personality and sending love
you're building up of energy I think you
can show them on the first three seconds
of any call
I love using anonymity but I can't do it
for an entire conversation that's kind
of shady but if the first thing I'm
going to say is not how are you or my
name is Richard I would like to say
Sherry you know or the name of your
company and ask how the company is doing
today why because it can get a
gatekeeper or the business owner out of
this Zone that you say where they don't
want to speak with people but if
somebody calls with sunshine or says the
name of your company better than you do
and asks how the company's doing it's
just an excellent way to show Sherry
it's an excellent first impression it's
right out of the gate it's like a James
Bond movie the first couple minutes
amazing amazing here she goes here she
goes and she has momentum
and so I think that's important so at
least you can showcase yourself prior to
any sort of other introductions and it
can reduce that you get some points for
that now in regards to an environment
it's the environment that this
individual takes it's everybody has the
same gym the same football field the
same office environment it depends on
the coaches the supervisors and the
leaders I myself Sharon since I grew up
in the 80s and I love the show Silver
Spoons I wanted my own arcade so I have
pinball machines I got Pac-Man I got a
ski machine and air hockey table so
unlike other bosses to answer your
question I made a work play environment
so instead of the agents going outside
for a smoke or to sit on their phone
looking at things or just in the corner
eating by themselves individuals from
other departments get a chance to hang
out together and they can keep their
skills sharp they can give themselves
some steam to be ready to go or they can
let off some steam you know if they had
a tough phone call and Sherry I've even
seen people fall in love by the Pac-Man
machine
[Laughter]
and so happy is as happy does and I have
a very happy home here it's a serious
environment but I dress for it
I know everybody's name Sherry
from the moment they walk in and they go
wow you're the first boss that ever knew
my name and I go first that's a shame
and I go unfortunately it might be the
last one that ever dies but while you're
with me while we're crusando Caminos
when we're crossing past and walking
together
I'm gonna make sure that you get better
I'm going to I'm going to increase your
self-reliance Sherry it's important for
me to improve your self-confidence and
by doing so will increase your
vocabulary by using a thesaurus because
English is their second language so
instead of using words like help which
really is not in our vocabulary you and
I use words like guide lend a hand
things like that because it's the same
message Sherry but it's such a different
delivery I always believe you can gain
points on delivery and so we reduce any
sort of miscommunication or any sort of
offense as as you said prior to this
call today it's all about being
confident and being empathetic you you
keep going around compassion compassion
well I have compassion for myself
because I could earn a living many
different ways
no one ever told me how to start a call
center so this was a Vision Quest that I
had when I was 18 so I was on I'm still
on this spiritual journey but
really if you do not care about the
people that work with you
because you know they have to feed
families and they have large
responsibilities
and you could mold them
and the proper leadership is by example
I just don't write checks for them I can
get on the phone anytime and assist a
client or close a deal I could do what
you see in the movies if that's what you
want to see
but this is not a boiler room
environment these are professionals here
we have Amazon and HP and Intel and
Oracle in Costa Rica so the scalability
and the quality of these bilingual
agents with their infrastructure is
incredible we can compete
and so they have options
I have more of a natural attrition
Sherry than than a forced attrition
people will leave me because their
boyfriend or girlfriend works at another
Center where the scheduling because of
school or sometimes is money
but very rarely if not never someone
will be walking out of this door saying
I'm quitting today because Richard blank
to face me on the floor because he he
was too aggressive during training he um
he didn't care
and so that's how I as a man can look in
the mirror and hold my head up high and
look at myself
because I can respect myself because I'm
feeding 150 families a month and that
was what my goal is Success my friend
sharing is is built on one million thank
yous and the fact that I'm a guest in
this country speaking their language
I've been embraced
and so I know I'm in the right
environment because I get costius I get
these chills I get these six senses I
can taste it that I'm doing the right
thing
and that's why I believe we're on this
call today you you take your show very
seriously and I got vetted just like all
your other guests but I think both you
and I had the same goal that we were
hoping that we had things in common so
we could connect
and I passed that test
and that's why I I'm extremely grateful
to be on this podcast with you today
show because
you were so good you caught my attention
it was really good that I could sit
through not only one episode but I've
been watched for a little while my
supervisors are and I did and then I
wrote you and this is where we are today
so if anybody wants to learn a lesson
about relationship building and energy
connecting this is a 3 000 mile
connection that we did here and it was
done in in just a couple weeks
and that's what makes the world
beautiful sharing oh I love I love that
I mean I just well and thank you and
thank you for being here today so you
know and I could talk to you for eight
hours maybe we need to have like an
eight hour marathon sometime or go to
Sedona together I don't know
but but I I want to go back to something
that you started to talk about and that
was micro expression and studying micro
expression and what is that and how can
people who you know just maybe in a job
that they have or their small business
how can they pay attention to micro
expression to improve communication
improve results
we can look at a two-way Sherry and and
it is a wonderful topic once you see it
you can't unsee it
most people refer to micro expression
reading when you're reading the face or
body language from haptics touch
proxemic spacings facial expressions
blinking object and self-adapters
there's so many categories you can
observe I believe I I stand behind this
that the purest form of expression
reading is through phonetics
so it's literally sight unseen it's the
purest form because you could mask
everything else
follow me quick here this will go in
some easy steps I'll do it in about one
minute I'm going to run through this
thing Fanatics is done in four different
ways you have your tone rate pitch and
your duration we discussed earlier that
the tone represents your emotion it
should be empathetic and confident
that's the consistent variable I could
care less what the tone of the client is
I just want to make sure it's positive
you and I need to stay focused on the
rate and the pitch how fast and how loud
somebody speaks it may seem like common
sense but when you analyze it for 30
second to two minute intervals
regardless of the semantic regardless of
the word choice of the rhetoric purely
sound do it in a foreign language so you
can really practice it let's get back to
English you are paying attention to how
they Spike or how they dip within 30
seconds after you've done a couple
minutes worth of reading because you see
a consistent pattern when this happens
in my personal opinion it's a perfect
time for the client to ask a tie down
pin down or a confirmation question just
it's a checkpoint Sherry does this make
sense sounds good right Sherry for my
clarification ABC or one two three one
two three thank you just because there
might be adjustments could that be
manipulated yes that's why I believe the
ultimate tellsan and that's why the
police and interrogators use this they
use the answering speed I can always
mask a tone I can yell at you I can
pause and not answer but my reactions to
you is pretty much your ID you can't
control that that's you that's your
inner Persona and so I believe that if
you use that as an insurance policy from
your Spike or your dip rate and Pitch
with an answering speed and you study
that every 30 seconds to two minutes you
have a controlled conversation to see if
you need to interject and ask a
follow-up or you could possibly rake
certain questions by saying I'm sure you
like at least one since you have me on
the phone are there any questions you
may have these are certain sort of
strategic questions you could ask these
people in case you are not sure
and so after about three weeks it
becomes habit you can still do this
while you're doing your job it's just
something that's subconscious
but once you start paying attention to
that like if somebody has a tick and
starts scratching it's a tell us on that
he's got a good hand in cards you can
see that
Helen Keller was a genius this
individual taught us many mediums of
communication and in my environment
Sherry we are losing three of our senses
we can't taste touch or smell imagine
when you have all five senses how that
experience like eating a pizza or even
giving childbirth is some of the most
incredible experiences and you're an
amazing mother don't tell me that's not
one of the top five and so we're
eliminating three of our senses here for
the experience so I believe that our
hearing should be expanded but not only
the seeing you can't see the people but
don't tell me that books aren't better
than the movies there's a theory called
image streaming where you can give
yourself better descriptions when you're
explaining it to the people and so these
are the sort of skills where people just
slow down and calm down and take every
30 seconds to two minutes as an
individual round of a fight for your own
personal adjustment to their style but
still keeping them on a positive tone
you could have beautiful 10 minute
conversations
are you over analyzing people well yeah
I am because I studied to do it and
sometimes subconsciously people can be
lazy when they're eating
or when they're doing things and
especially when they're speaking
and so I believe that these are things
where I'm not manipulating this or
knowing when people are lying but I'm
obviously going to be confirming things
with people to ensure that we're still
on the same level and this doesn't have
to be done in business this can be done
with budding friendships or with
strangers or when you're in the
restaurant and patient
and these are the sort of things that
you can just practice everywhere and
anywhere
and so dedicated practice which you and
I do constantly when we're not on camera
that what prepares us for when we are on
camera and on the phone so if these
people can practice these skills by
themselves they're going to be
phenomenal when it's time
yeah and so well there's so much
there but what I'm really what I what
I'm hearing is the
focus is not on ourselves and the
conversation it's on the other person
and so you know having that you know
what you know total focus on the person
like when I'm when I'm in a coaching
call with someone it's like my entire
world becomes that person and and it's a
deliberate focus and it's very powerful
because how many times has anyone ever
been the total focus of someone else and
and you know I think I I can remember I
was talking to well one of my podcasts
guests Janet Nestor she's a gorgeous
energy healer
and we were talking about business and
she said to me you know Sherry the
greatest gift you give to people is your
presence and I actually hadn't even
thought about it like quite like that
before but it's the truth and and so if
you look at a conversation with someone
that this is me being fully present with
someone else so so I just think um
you're just a remarkable person and and
so much fun so if if people were to take
away you know
um one or two really big things from
this conversation what would you want
them to take away the first thing and
once again thank you for having me here
and that is my first thing I am so
grateful to not only spend time with you
but to share ideas with your audience
and you and your audience energy
attracted me so just think of how
powerful you guys are so that's for you
and your audience
yeah
the second thing is
I have twists and turns and I've had ups
and downs
but the one thing I've done is I've been
very true to myself and the most
important thing is that I love the
language that I knew that speaking a
second language would open doors for me
and it would make an amazing first
impression for somebody because it shows
out of structure and discipline but I I
took the time
to show good faith and to make it easier
for others
and so I believe that that's why my woo
way my philosophy of least resistance
has made things very easy for me because
I've I've taken a Renaissance romantic
poet sort of Lifestyle I had no idea
where this was going to go still have no
idea but I do know where I am today and
today I'm with Sherry and I'm having a
wonderful day and if you're going to get
those two things out of it just get the
fact out of that I'm a much better
person after being on this podcast ah
thank you so much thank you so much and
thank you to all of our listeners all
over the world so it's really kind of
good morning good afternoon good evening
depending on where you are and
um please let me know what your thoughts
are on Richard's conversation I would
love to hear from you take care everyone
have a wonderful rest of your day talk
to you soon bye-bye
Subscribe to:
Posts (Atom)