Creating a Positive Work Culture.

The daily standup with lifetime value podcast. Episode 151 with special guest CEO Richard Blank. Your destination for Customer Success and Post-Sales content.Lifetime Value: The Customer Success Channel Episode 151: Amidst an AI surge, Richard Blank believes in language more than ever. Timestamps: 00:00:00 - Intro 00:01:02 - Richard Blank: Journey from Northeast Philly to Costa Rica 00:02:14 - Gamification and creating a fun work culture 00:04:45 - Proactive vs. reactive: The call center approach 00:05:38 - Why Costa Rica? The appeal of a nearshore BPO 00:06:00 - Language, cultural nuances, and the home run close 00:07:05 - The irreplaceable human touch in customer support 00:10:55 - Speech craft: The art and strategy of communication 00:12:42 - Wrapping up: Time to make this a series! Creating a Positive Work Culture But Richard, you know what we do here? We ask one single question of every single one of our guests, and that is what is on your mind? When it comes to customer success, you might want to modify that a little bit to sit inside your wheelhouse. But what is that for you, Richard? Well, for me, I need to set the agents straight. I believe in a gamification culture, so I have a happy medium of pinball machines, Pac-Man, and air hockey. So at least when you're bonding, you're relaxing, letting off steam, and recharging batteries, you're not throwing swords on people on the phone. https://youtu.be/U8K_x9MYogA?si=5DgxuWNwtL5Z7NH1 https://youtu.be/3Y_hVFEU41g Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Dillon Young, Jean-Pierre Frost, Rob Zambito, the daily standup, Richard Blank, Costa Rica's Call Center, Outsourcing, Telemarketing Call Centre, BPO, Nearshore Contact Center, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership, Marketing, CX, Guest, Money, B2C education, BPO trainer,call centre, contact centre, contact center,trend, trending Rob Zambito: TLDR: I build and scale customer success teams and GTM functions at startups. I specialize improving customer adoption, retention, expansion, and advocacy. Long version: I'm a three-time customer success leader and consultant with 10+ years startup experience and a track record in vertical SaaS and entrepreneurship more generally. My primary skill is in management of fast-growing CS teams, particularly those between seed and Series B stages. I focus on turning customer success teams from cost centers to highly scaled, proactive revenue-generating expansion functions, with the goal of getting companies from 0 to $25 million ARR. My operational specialties are in renewals, upsell, cross-sell, account management, onboarding, support, customer advocacy, business operations, and business intelligence. Shoot me a note if you're looking to improve gross margins or net revenue retention. My main professional interests are in consumer psychology and behavioral economics. I have a degree in these studies from University of Pennsylvania and still study them as often as I can. Outside of work, you can find me running, writing, cooking recipes from around the world, and learning languages. I'm currently practicing my Spanish and Arabic, so throw a few words my way if you're fluent! Jean-Pierre Frost: “Let the mind be enlarged...to the grandeur of the mysteries, and not the mysteries contracted to the narrowness of the mind”. Francis Bacon Why use the same 2 colors when today's palette has more choice than ever? I love red and black, but sometimes I need some blue, white, pink, or green. Just realized those are all Power Rangers colors, but I digress...the possibilities! I'm willing to bet I can help you utilize a suite of tools and features to make your vision a reality Nothing excites me like an aha! moment. When things start to click, we're in for the kind of ride Six Flags can only dream of. Ironically, I'd rather read a book than board a roller coaster, but that's because learning gives me a rush without a heart attack. Teaching is fun too, because it's another opportunity to learn if I stay open to the possibilities. I want to say let's discover what's possible together but that sounds like a credit card slogan or something. So I'll just say I'm dreaming big so I can live even bigger, until something more inspired chases me down! Dillon Young: Do you love watching your customers run into the arms of your competitors long before you've broken even on your CAC? Oh, you do? Then I guess we're all good here. But if you want your customers to: Onboard faster and more smoothly Renew more often Buy your other stuff along the way, and, Tell their industry friends how great you are Then I'm here for you I've worked at top tier fintechs like mortgage techs Maxwell Financial Labs and LoanLogics, depository and pricing tech like Nomis Solutions, as well as recruiting / ATS tech co's like Thrive TRM and Apploi. Along the way, I've achieved: Average onboarding speed under 30 days Historical NRR averaging 110%+ Successful rescue of over $10mil in at-risk ACV while the 2022-23 mortgage market blew up around us Built revenue-driving Voice of the Customer programs 3x Yep, I can hear you already. "That's cool, Dillon. But what do your clients and colleagues have to say about working with you?" I thought you'd never ask: "Dillon's intuition for customer experience combined with operational chops makes him a slam dunk." Bryan Traeger, VP of Customer Success at Maxwell Financial Labs "Dillon's depth of knowledge is evident from the first conversation, and the results speak for themselves." Johnathan Bant, SVP of Global Sales at Nomis Solutions Are you still there? Then we may be a perfect fit for one another. Drop me a DM if you're looking for the revenue fixer who can: Get your customers live, engaged, and PAYING faster Plug the hole in your leaky post sales bucket While finding the money in your happy-customer-couch-cushions Generate cheaper, warmer intros to customers that walk and talk like the ones you already have 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. 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/ #DillonYoung #JeanPierreFrost #RobZambito #thedailystandup #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #trend #trending #listennow #subscribe #podcastclip #podcastvideo #videopodcasting #podcastguest Misconceptions About Call Centers That is correct, Dylan. And do not be fooled on what Hollywood does. I do not do sports books, casinos, stocks, pharmacies, or sweepstakes. This is something where in a strict Catholic country, the agents can go home and tell their parents what they do for a living. The Art of Speech as a Strategic Tool I think we all often forget that this can just be a game that we play with our customers at times as seriously as we might take it as any Birds fan or Jets fan knows. You and I have a luxury trade. It's the art of speech. And it could be a game if someone feels manipulated. And if you want to persuade in a certain way that's too aggressive, I understand. But I think an assertive tone is wonderful. You can change vocabulary. Use the thesaurus. Stop saying help. It's assist. God lend a hand. No more excuse me. Say, for my clarification, you can fall on certain swords, readjusting tones.

✨ Giving back to those in need is truly inspiring. ❤️

Business Growth | YT Shorts

The daily standup with lifetime value podcast. Episode 151 with special ...

the daily standup with lifetime value podcast. Special guest Richard Blank Your destination for Customer Success and Post-Sales content.bLifetime Value: The Customer Success Channel Episode 151: Amidst an AI surge, Richard Blank believes in language more than ever. Timestamps: 00:00:00 - Intro 00:01:02 - Richard Blank: Journey from Northeast Philly to Costa Rica 00:02:14 - Gamification and creating a fun work culture 00:04:45 - Proactive vs. reactive: The call center approach 00:05:38 - Why Costa Rica? The appeal of a nearshore BPO 00:06:00 - Language, cultural nuances, and the home run close 00:07:05 - The irreplaceable human touch in customer support 00:10:55 - Speech craft: The art and strategy of communication 00:12:42 - Wrapping up: Time to make this a series! https://youtu.be/U8K_x9MYogA?si=5DgxuWNwtL5Z7NH1 Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Dillon Young, Jean-Pierre Frost, Rob Zambito, the daily standup, Richard Blank, Costa Rica's Call Center, Outsourcing, Telemarketing Call Centre, BPO, Nearshore Contact Center, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership, Marketing, CX, Guest, Money, B2C education, BPO trainer,call centre, contact centre, contact center,trend, trending Rob Zambito: TLDR: I build and scale customer success teams and GTM functions at startups. I specialize improving customer adoption, retention, expansion, and advocacy. Long version: I'm a three-time customer success leader and consultant with 10+ years startup experience and a track record in vertical SaaS and entrepreneurship more generally. My primary skill is in management of fast-growing CS teams, particularly those between seed and Series B stages. I focus on turning customer success teams from cost centers to highly scaled, proactive revenue-generating expansion functions, with the goal of getting companies from 0 to $25 million ARR. My operational specialties are in renewals, upsell, cross-sell, account management, onboarding, support, customer advocacy, business operations, and business intelligence. Shoot me a note if you're looking to improve gross margins or net revenue retention. My main professional interests are in consumer psychology and behavioral economics. I have a degree in these studies from University of Pennsylvania and still study them as often as I can. Outside of work, you can find me running, writing, cooking recipes from around the world, and learning languages. I'm currently practicing my Spanish and Arabic, so throw a few words my way if you're fluent! Jean-Pierre Frost: “Let the mind be enlarged...to the grandeur of the mysteries, and not the mysteries contracted to the narrowness of the mind”. Francis Bacon Why use the same 2 colors when today's palette has more choice than ever? I love red and black, but sometimes I need some blue, white, pink, or green. Just realized those are all Power Rangers colors, but I digress...the possibilities! I'm willing to bet I can help you utilize a suite of tools and features to make your vision a reality Nothing excites me like an aha! moment. When things start to click, we're in for the kind of ride Six Flags can only dream of. Ironically, I'd rather read a book than board a roller coaster, but that's because learning gives me a rush without a heart attack. Teaching is fun too, because it's another opportunity to learn if I stay open to the possibilities. I want to say let's discover what's possible together but that sounds like a credit card slogan or something. So I'll just say I'm dreaming big so I can live even bigger, until something more inspired chases me down! Dillon Young: Do you love watching your customers run into the arms of your competitors long before you've broken even on your CAC? Oh, you do? Then I guess we're all good here. But if you want your customers to: Onboard faster and more smoothly Renew more often Buy your other stuff along the way, and, Tell their industry friends how great you are Then I'm here for you I've worked at top tier fintechs like mortgage techs Maxwell Financial Labs and LoanLogics, depository and pricing tech like Nomis Solutions, as well as recruiting / ATS tech co's like Thrive TRM and Apploi. Along the way, I've achieved: Average onboarding speed under 30 days Historical NRR averaging 110%+ Successful rescue of over $10mil in at-risk ACV while the 2022-23 mortgage market blew up around us Built revenue-driving Voice of the Customer programs 3x Yep, I can hear you already. "That's cool, Dillon. But what do your clients and colleagues have to say about working with you?" I thought you'd never ask: "Dillon's intuition for customer experience combined with operational chops makes him a slam dunk." Bryan Traeger, VP of Customer Success at Maxwell Financial Labs "Dillon's depth of knowledge is evident from the first conversation, and the results speak for themselves." Johnathan Bant, SVP of Global Sales at Nomis Solutions Are you still there? Then we may be a perfect fit for one another. Drop me a DM if you're looking for the revenue fixer who can: Get your customers live, engaged, and PAYING faster Plug the hole in your leaky post sales bucket While finding the money in your happy-customer-couch-cushions Generate cheaper, warmer intros to customers that walk and talk like the ones you already have Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Dillon Young, Jean-Pierre Frost, Rob Zambito, the daily standup, Richard Blank, Costa Rica's Call Center, Outsourcing, Telemarketing Call Centre, BPO, Nearshore Contact Center, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership, Marketing, CX, Guest, Money, B2C education, BPO trainer,call centre, contact centre, contact center,trend, trending 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. 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/ #DillonYoung #JeanPierreFrost #RobZambito #thedailystandup #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #trend #trending #listennow #subscribe #podcastclip #podcastvideo #videopodcasting #podcastguest Creating a Positive Work Culture But Richard, you know what we do here? We ask one single question of every single one of our guests, and that is what is on your mind? When it comes to customer success, you might want to modify that a little bit to sit inside your wheelhouse. But what is that for you, Richard? Well, for me, I need to set the agents straight. I believe in a gamification culture, so I have a happy medium of pinball machines, Pac-Man, and air hockey. So at least when you're bonding, you're relaxing, letting off steam, and recharging batteries, you're not throwing swords on people on the phone. Misconceptions About Call Centers That is correct, Dylan. And do not be fooled on what Hollywood does. I do not do sports books, casinos, stocks, pharmacies, or sweepstakes. This is something where in a strict Catholic country, the agents can go home and tell their parents what they do for a living. The Art of Speech as a Strategic Tool I think we all often forget that this can just be a game that we play with our customers at times as seriously as we might take it as any Birds fan or Jets fan knows. You and I have a luxury trade. It's the art of speech. And it could be a game if someone feels manipulated. And if you want to persuade in a certain way that's too aggressive, I understand. But I think an assertive tone is wonderful. You can change vocabulary. Use the thesaurus. Stop saying help. It's assist. God lend a hand. No more excuse me. Say, for my clarification, you can fall on certain swords, readjusting tones. https://youtu.be/U8K_x9MYogA

Using Language and Strategy to Navigate Business.

Micah Logan presents The Common Cents Show. How to start a business in Costa Rica with Richard Blank The Common Cents Show is a podcast dedicated to providing business and financial knowledge in an entertaining and insightful way. From expert interviews with business leaders to dissecting the latest in business trends and news, we are dedicated to helping you make valuable business judgements from sound business knowledge. The Common Cents Show is all about Entrepreneurship and Business. Join us for weekly content and strategy. Richard Blank's Decision to Move to Costa Rica It was a one in a million opportunity when I was 27 years old back in August of 2000. A friend of mine who owned a center here said, Richie, come down and come and teach English for a couple months. Relax for a little bit, take a break. When I came to Costa Rica, I didn't want to leave. So after those 60 days, I went to my friend and asked if I could stay. And he said, you beat me to the punch. I was just about to offer it to you as well. And just like as you would expect, there were hugs and high fives and smiles. I worked with my friend for four years. I learned the business. The Real Secret Behind Starting a Business But this is the different thing. And this assisted me in my decision to start my business. I didn't do C-level. So no, I didn't understand the contracts, the labor laws and things like that and the benefits. Learned it from the inside out. Really, I was one of the very best and strongest of soldiers. I learned retention and customer support and onboarding and training, a little bit of human resources, and I even learned search engine optimization. So if you really want to think about it, a lot of the times it's not like what you're getting paid, but if you can get some experience, I did four years of it and I learned enough to be able to start my company. But the secret It wasn't the margins or the connections that you have. It's really extending empathy and giving call center agents dignity because the largest grape and what causes most attrition is people just don't feel valued and disrespected. Understanding Tone and Cadence in Customer Interactions Let's talk about some of that. I want to hear a piece of that. I want to function as if I was working in your center. So you're training them to hear tone, response, cadence, and a person's voice to respond to that. Is that right? Yeah, you can tell when someone's yelling at you. And you can tell in grandma's fist. So what people need to do is to slow down and severely calm down. And there are some actions. Do you want me to juggle some stuff for you? Sure, I'll give you a couple quick techniques. Using Language and Strategy to Navigate Business Personally, sure, speaking Spanish opens doors for me and shows respect. But guess what it also does? It's the James Bond. Sometimes I say, you're no Spico Españolo. They're like, this guy's an idiot. And so I'll sit back. And it's only for selected company. But I'll see if people are sizing me up or saying things about me. I don't need to disclose that to everybody if they have bad intentions. But for the most part, I speak Spanish. But I have used that for my own protection from time to time. And I guess when they see me and I'm a business owner and I wear a suit, you would believe that they would charge more. Let's be realistic. So what do I do? I got my main man out there. I got Ace. he goes to the place. So instead of $100, now it's $45 and transportation. Thank you. Yeah, this is great. And so you need to have the right people that know the right people. https://youtu.be/1z0-Sbk-dVY https://youtu.be/1xp9CbU_qsM https://youtu.be/J9W-UU1J0e4 https://youtu.be/U-JmZp7z0Zk https://youtu.be/YgzxE6sxxbg Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Micah Logan, the common cents show, Richard Blank, Costa Rica's Call Center, Outsourcing, Telemarketing Call Centre, BPO, Nearshore Contact Center, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership, Marketing, CX, Guest, Money, B2C education, BPO trainer,call centre, contact centre, contact center,trend, trending Micah Logan is a Small Business Growth Expert, Business Turnaround Specialist, Business Coach, Forbes Contributor, Award-Winning Entrepreneur, and Business Systems Architect. Are You struggling with inconsistent profits, cash flow crunches, or operational inefficiencies? DISCOVER the Small Business Mastery System – Your path to fixing cash flow, profits, and operational inefficiencies. Schedule your free discovery session today! For years, we’ve helped small businesses just like yours overcome challenges and achieve lasting growth is your business surviving or thriving? Most small businesses face these challenges in their first 5-7 years, leaving owners overwhelmed and unsure of the next steps. Discover how we can help your business thrive. Scroll down to learn more about the Small Business Mastery System Millions of Small Businesses Get Stuck Because Entrepreneurs Don’t Know How to Fix Their Broken Businesses But They Don’t Have To Stay Stuck because Entrepreneurs have no idea how to fix their broken businesses. Is it your sales program? Is it your marketing strategy? Is it an employee problem? Have you established the right metrics or Key Performance Indicators to measure how well your company is doing? but there’s a solution. Introducing the Small Business Mastery System – a proven two-phase framework designed to stabilize, optimize, and scale your business. Created by Micah Logan, a seasoned entrepreneur, business coach, and consultant with over 20 years of experience running and advising successful companies, this system is built on real-world insights and tested strategies. With the TURNAROUND Framework, we’ll help you regain control, resolve critical issues, and establish a strong foundation. Then, the ALTITUDE Framework guides you to achieve sustainable growth, measurable success, and long-term scalability. See Real Results From Business Owners Just Like You Future Masters Chess Academy – From Leads to Growth K&T Cleaning Services – Building Efficiency Meet Micah your partner in business success Micah Logan is a 20-year award-winning Entrepreneur, Forbes Contributor, and Business Coach who has helped his client achieve the following: Generate over 2,000 leads Add $10 million in additional revenue Open additional locations Assisted with Mergers and Acquisitions Improve Revenue to Expense efficiency ratios over 30% “I achieve these results by tailoring strategies to each business's unique challenges and strengths.” Micah specializes in turnarounds, business growth strategy, SOP implementation, and brand direction. Don’t spend another week feeling stuck and overwhelmed. Let’s work together to turn your business into the thriving success it deserves to be. Book Your Strategy Call Now Unlock Your Business Potential: Calculate Your Coaching ROI See how investing in coaching can transform your revenue and profits with our exclusive tool designed for small business owners The Logan Companies Business Growth Estimator Discover the potential growth and efficiency improvements your business could achieve with our coaching services. TURNAROUND Framework: Stabilizes and Fixes Critical Issues The TURNAROUND Framework focuses on addressing immediate challenges, such as cash flow management, operational inefficiencies, and lead generation. This phase is designed to stabilize your business and set a strong foundation for growth. With actionable steps like aligning accountability, nurturing revenue, and realigning your team, you’ll regain control and clarity. PHASE II ALTITUDE Framework: Optimize and Scale for Sustainable Success The ALTITUDE Framework builds upon the stability achieved in TURNAROUND. This phase introduces advanced strategies for scaling your business, such as leveraging metrics, innovating for growth, and empowering your team with actionable insights. It’s a comprehensive roadmap for achieving long-term success and thriving in a competitive marketplace. Ready to take the first step? Let's start your transformation journey The Small Business Mastery Framework is a holistic, two-phase system designed to help small business owners like you achieve consistent profitability, operational efficiency, and sustainable growth. This methodology draws on over 20 years of real-world experience in coaching, consulting, and building businesses across industries. About Micah Logan Micah Logan is a 20-year award-winning entrepreneur and business coach, who has built a career on ruthless consistency and an unyielding passion for entrepreneurship. Micah’s expertise spans various sectors, from health and wellness to manufacturing and franchising, positioning him as a powerhouse coach for business owners ready to scale into multiple six and seven-figure incomes. His success record is inarguable. Micah has introduced products to international markets, negotiated global licensing agreements, established national sales organizations, and built national distribution partnerships. His trailblazing achievements have led to significant successes for his companies and measurable outcomes for his partners. His influence in the health and wellness industry is backed by five consecutive "best of" awards, and his impact in franchising was recognized with the Fran-tastic 500 award in 2021 and a top franchise influencer award in 2022. Micah's coaching approach centers around his unique B.O.P. methodology (Blueprint, Optimize, Position). This strategy empowers business owners to craft a bulletproof blueprint that refines processes and systems, thereby eliminating inefficiencies. The optimization phase sharpens areas that need support, implements KPIs, refines brand messaging, deepens financial understanding, and sets up SOPs for scalable operations. Finally, positioning aligns the business to target the right customers with the right products and services, ensuring the brand message resonates with the business operations. During the COVID-19 pandemic, Micah demonstrated his commitment to entrepreneurship as part of a team that supported over 540 businesses through the lockdowns. This action highlighted his resolve to transform lives through business ownership. Micah is also a contributor to Forbes.com’s Entrepreneur and Small Business sections. If you're ready to optimize your business, refine your processes, and scale your operations, Micah Logan stands ready to guide you to success. Join him on this transformative journey, and let's turn your entrepreneurial dream into a thriving reality. 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. 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/ #MicahLogan #thecommoncentsshow #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #trend #trending #listennow #subscribe #podcastclip #podcastvideo #videopodcasting #podcastguest

Understanding Tone and Cadence in Customer Interactions

Micah Logan presents The Common Cents Show. How to start a business in Costa Rica with Richard Blank The Common Cents Show is a podcast dedicated to providing business and financial knowledge in an entertaining and insightful way. From expert interviews with business leaders to dissecting the latest in business trends and news, we are dedicated to helping you make valuable business judgements from sound business knowledge. The Common Cents Show is all about Entrepreneurship and Business. Join us for weekly content and strategy. Richard Blank's Decision to Move to Costa Rica It was a one in a million opportunity when I was 27 years old back in August of 2000. A friend of mine who owned a center here said, Richie, come down and come and teach English for a couple months. Relax for a little bit, take a break. When I came to Costa Rica, I didn't want to leave. So after those 60 days, I went to my friend and asked if I could stay. And he said, you beat me to the punch. I was just about to offer it to you as well. And just like as you would expect, there were hugs and high fives and smiles. I worked with my friend for four years. I learned the business. The Real Secret Behind Starting a Business But this is the different thing. And this assisted me in my decision to start my business. I didn't do C-level. So no, I didn't understand the contracts, the labor laws and things like that and the benefits. Learned it from the inside out. Really, I was one of the very best and strongest of soldiers. I learned retention and customer support and onboarding and training, a little bit of human resources, and I even learned search engine optimization. So if you really want to think about it, a lot of the times it's not like what you're getting paid, but if you can get some experience, I did four years of it and I learned enough to be able to start my company. But the secret It wasn't the margins or the connections that you have. It's really extending empathy and giving call center agents dignity because the largest grape and what causes most attrition is people just don't feel valued and disrespected. Understanding Tone and Cadence in Customer Interactions Let's talk about some of that. I want to hear a piece of that. I want to function as if I was working in your center. So you're training them to hear tone, response, cadence, and a person's voice to respond to that. Is that right? Yeah, you can tell when someone's yelling at you. And you can tell in grandma's fist. So what people need to do is to slow down and severely calm down. And there are some actions. Do you want me to juggle some stuff for you? Sure, I'll give you a couple quick techniques. https://youtu.be/1z0-Sbk-dVY https://youtu.be/1xp9CbU_qsM https://youtu.be/J9W-UU1J0e4 https://youtu.be/U-JmZp7z0Zk Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Micah Logan, the common cents show, Richard Blank, Costa Rica's Call Center, Outsourcing, Telemarketing Call Centre, BPO, Nearshore Contact Center, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership, Marketing, CX, Guest, Money, B2C education, BPO trainer,call centre, contact centre, contact center,trend, trending Micah Logan is a Small Business Growth Expert, Business Turnaround Specialist, Business Coach, Forbes Contributor, Award-Winning Entrepreneur, and Business Systems Architect. Are You struggling with inconsistent profits, cash flow crunches, or operational inefficiencies? DISCOVER the Small Business Mastery System – Your path to fixing cash flow, profits, and operational inefficiencies. Schedule your free discovery session today! For years, we’ve helped small businesses just like yours overcome challenges and achieve lasting growth is your business surviving or thriving? Most small businesses face these challenges in their first 5-7 years, leaving owners overwhelmed and unsure of the next steps. Discover how we can help your business thrive. Scroll down to learn more about the Small Business Mastery System Millions of Small Businesses Get Stuck Because Entrepreneurs Don’t Know How to Fix Their Broken Businesses But They Don’t Have To Stay Stuck because Entrepreneurs have no idea how to fix their broken businesses. Is it your sales program? Is it your marketing strategy? Is it an employee problem? Have you established the right metrics or Key Performance Indicators to measure how well your company is doing? but there’s a solution. Introducing the Small Business Mastery System – a proven two-phase framework designed to stabilize, optimize, and scale your business. Created by Micah Logan, a seasoned entrepreneur, business coach, and consultant with over 20 years of experience running and advising successful companies, this system is built on real-world insights and tested strategies. With the TURNAROUND Framework, we’ll help you regain control, resolve critical issues, and establish a strong foundation. Then, the ALTITUDE Framework guides you to achieve sustainable growth, measurable success, and long-term scalability. See Real Results From Business Owners Just Like You Future Masters Chess Academy – From Leads to Growth K&T Cleaning Services – Building Efficiency Meet Micah your partner in business success Micah Logan is a 20-year award-winning Entrepreneur, Forbes Contributor, and Business Coach who has helped his client achieve the following: Generate over 2,000 leads Add $10 million in additional revenue Open additional locations Assisted with Mergers and Acquisitions Improve Revenue to Expense efficiency ratios over 30% “I achieve these results by tailoring strategies to each business's unique challenges and strengths.” Micah specializes in turnarounds, business growth strategy, SOP implementation, and brand direction. Don’t spend another week feeling stuck and overwhelmed. Let’s work together to turn your business into the thriving success it deserves to be. Book Your Strategy Call Now Unlock Your Business Potential: Calculate Your Coaching ROI See how investing in coaching can transform your revenue and profits with our exclusive tool designed for small business owners The Logan Companies Business Growth Estimator Discover the potential growth and efficiency improvements your business could achieve with our coaching services. TURNAROUND Framework: Stabilizes and Fixes Critical Issues The TURNAROUND Framework focuses on addressing immediate challenges, such as cash flow management, operational inefficiencies, and lead generation. This phase is designed to stabilize your business and set a strong foundation for growth. With actionable steps like aligning accountability, nurturing revenue, and realigning your team, you’ll regain control and clarity. PHASE II ALTITUDE Framework: Optimize and Scale for Sustainable Success The ALTITUDE Framework builds upon the stability achieved in TURNAROUND. This phase introduces advanced strategies for scaling your business, such as leveraging metrics, innovating for growth, and empowering your team with actionable insights. It’s a comprehensive roadmap for achieving long-term success and thriving in a competitive marketplace. Ready to take the first step? Let's start your transformation journey The Small Business Mastery Framework is a holistic, two-phase system designed to help small business owners like you achieve consistent profitability, operational efficiency, and sustainable growth. This methodology draws on over 20 years of real-world experience in coaching, consulting, and building businesses across industries. About Micah Logan Micah Logan is a 20-year award-winning entrepreneur and business coach, who has built a career on ruthless consistency and an unyielding passion for entrepreneurship. Micah’s expertise spans various sectors, from health and wellness to manufacturing and franchising, positioning him as a powerhouse coach for business owners ready to scale into multiple six and seven-figure incomes. His success record is inarguable. Micah has introduced products to international markets, negotiated global licensing agreements, established national sales organizations, and built national distribution partnerships. His trailblazing achievements have led to significant successes for his companies and measurable outcomes for his partners. His influence in the health and wellness industry is backed by five consecutive "best of" awards, and his impact in franchising was recognized with the Fran-tastic 500 award in 2021 and a top franchise influencer award in 2022. Micah's coaching approach centers around his unique B.O.P. methodology (Blueprint, Optimize, Position). This strategy empowers business owners to craft a bulletproof blueprint that refines processes and systems, thereby eliminating inefficiencies. The optimization phase sharpens areas that need support, implements KPIs, refines brand messaging, deepens financial understanding, and sets up SOPs for scalable operations. Finally, positioning aligns the business to target the right customers with the right products and services, ensuring the brand message resonates with the business operations. During the COVID-19 pandemic, Micah demonstrated his commitment to entrepreneurship as part of a team that supported over 540 businesses through the lockdowns. This action highlighted his resolve to transform lives through business ownership. Micah is also a contributor to Forbes.com’s Entrepreneur and Small Business sections. If you're ready to optimize your business, refine your processes, and scale your operations, Micah Logan stands ready to guide you to success. Join him on this transformative journey, and let's turn your entrepreneurial dream into a thriving reality. 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. 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/ #MicahLogan #thecommoncentsshow #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #trend #trending #listennow #subscribe #podcastclip #podcastvideo #videopodcasting #podcastguest Using Language and Strategy to Navigate Business Personally, sure, speaking Spanish opens doors for me and shows respect. But guess what it also does? It's the James Bond. Sometimes I say, you're no Spico Españolo. They're like, this guy's an idiot. And so I'll sit back. And it's only for selected company. But I'll see if people are sizing me up or saying things about me. I don't need to disclose that to everybody if they have bad intentions. But for the most part, I speak Spanish. But I have used that for my own protection from time to time. And I guess when they see me and I'm a business owner and I wear a suit, you would believe that they would charge more. Let's be realistic. So what do I do? I got my main man out there. I got Ace. he goes to the place. So instead of $100, now it's $45 and transportation. Thank you. Yeah, this is great. And so you need to have the right people that know the right people.