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“If Benjamin Franklin had picked someone to teach the lessons in self-mastery that he used in his life, he would have picked Bob Burg.”

~ Vic Johnson, Founder AsAManThinketh.net

Archive for the ‘Endless Referrals’ Category

Creating The Customer Experience…at The Ol’ Ballgame!

Tuesday, September 1st, 2015

Marlins Park SuiteA bad day at the ballpark is better than a…well, actually, I’m not sure there is such thing as a bad day at the ballpark. And at Marlins Park in Miami there isn’t even a bad seat.

You know what sounded terrific though: the idea of watching a game from the comfort and viewpoint of one of their suites behind home plate. Many of these are rented for the season by major companies in order to entertain their clients in this relaxed yet exciting sky-view setting. I don’t blame them.

So, while watching a game on TV and hearing announcers Rich Waltz and Tommy Hutton promote the availability of renting a suite for just one game I thought, WOW — what a fantastic experience that would be!

So about 20 of us (including friends, family, clients, and MasterMind partners) attended last Thursday night’s game where the “Fish” hosted the tough Pittsburgh Pirates.

This post, however, is not about the game itself but the experience that the Miami Marlins leadership team creates for their customers. First, every customer, whether seated in the bleachers or in the most prime boxes right behind the dugout, are treated wonderfully by the entire Marlins staff.

However, it also makes sense that for those renting a suite, there is incentive for the club to make the experience extra special. For example, the suite itself was a large room stocked with lots of delicious food and beverages and was continually being resupplied.

There was an attendant, Edwin, who took great care of us, had a fantastic attitude and made himself continually available. Oh, and halfway through two people came into the suite with a food cart from which they made fresh guacamole right in front of us. Yeah, baby! :-)

She Really Made It Happen

Bob Burg with Lysandra Justiniano Sales ExecutiveTo me, though, the true star of the game was our Executive Salesperson, Lysandra Justiniano.

Lysandra did everything right that a salesperson does in creating the ultimate customer experience. To begin, she returned my initial call very quickly and very patiently helped me through everything renting the suite entailed.

Over the next month, whenever I had questions she returned my calls and emails promptly. As busy as I know she was she made me feel as though I was the only customer she had.

Isn’t that so important? And, we can all do that for our customers if we hold such a thing as a high value.

At one point she actually took time over the telephone to walk me through using the internal system in order to make emailing everyone’s tickets and other information much easier for me. Indeed, I’m not the most tech-savvy person and she truly went above-and-beyond…we’re talking some extreme patience.

Bob Burg at Marlins ParkThe night of the game she not only greeted me at the suite; she stopped in several more times to check on us, chatted with the guests, and brought by her boss, Director of Suites, Truscott Miller. After discovering that the Marlins Manager of Corporate Engagement, Tommy Knapp and I knew each other from some past South Florida events, she took him upstairs to visit, as well.

All of this; from the first call, the extra work, and the actual game, took hustle, caring, and effort on Lysandra’s part. And, while again, it felt like it was just for us, she’s doing the same for all her customers. And, she does this at every single home game.

People such as Lysandra who focus on giving value like this at every touchpoint create great customer experiences. They bring customers back, and elicit lots of referrals along the way. Sort of like this one.

By the way, my Miami Marlins lost that night. Though, really, it didn’t even matter.

Okay, it did a little.

But, even Lysandra can only do so much! 😉

The Value (And The Sale)…Was In The Solution

Tuesday, August 25th, 2015

roofMy friend, Ilene, related to me a fantastic story on how a roofer helped her own a new roof for her home.

Earlier this year a powerful hailstorm greatly damaged the roof of Ilene’s home as well as that of many others in her community.

This was followed shortly by a number of roofers knocking on doors and offering to repair and replace roofs.

Ilene and her husband, Alan, had held off doing so until the above-mentioned hero of our story told them that the chances were excellent that if there was damage on more than 25 percent of their roof, their insurance company would need to foot the bill.

Surprised, they did some research and found out this was indeed true. They then called their insurance company.

When the insurance adjuster visited them, he explained that because the roof was ten years old they would need to take that into consideration and he would get back to them.

He did, and told them that the company would absolutely cover it. Ilene and Alan soon afterwards received a check for the full amount of the new roof.

Guess who got the sale?


Why? Because he was the most skilled roofer of all of them who’d called?

He might or might not have been. Regardless, that’s certainly not why the sale was his.

It’s because he was the only one that, rather than simply selling his services, found a solution to the problem his prospective customers had.

Selling: discovering what a person wants, needs, or desires…and helping them to get it.

Yep…that’s really what it is!

The Immense Importance of Follow-Up

Sunday, May 3rd, 2015

follow-upRecently I was a guest along with leadership authority, Jon Gordon on an EntreLeadership® Podcast. The host, Ken Coleman first briefly chatted with InfusionSoft CEO & Co-Founder, Clate Mask, asking why he believes follow-up is so critical to the sales process.

Paraphrasing just a bit here, Clate replied:

“People buy when they’re ready to buy, not when the salesperson is ready to sell. It’s all timing. So, if we’re not staying in front of the prospect in a polite, educational, friendly way; if we’re not there when the prospect is ready to buy, we’re not going to be there for the sale. We can either be there when they’re ready to buy or leave it to chance.”

I certainly agree with that. Follow-up — or, as I like to call it, follow-through — is often the difference-maker because it respects the buying cycle of the customer.

“But” one might ask, “what if the product you sell typically sells in one appointment?”

That’s fine. So, where might follow-through come into play?

Perhaps it was the follow-through that allowed you to set that appointment in the first place. They weren’t ready to meet with you until their need or desire for whatever you sell was strong enough. And, even after the sale, keeping in touch on a consistent, value-based manner is what keeps you on your customer’s mind for referrals and introductions.

So, however you choose to follow up, be sure it is a regular part of your business model. As Clate says, so often it really does come down to timing…the customer’s timing!


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Making The Customer Feel…Special

Sunday, March 8th, 2015

Two of my least favorite activities are shopping for clothes and taking new headshot photos. The first nauseates me and the second…well, I simply don’t enjoy the process.

This brings me to a recent experience. As a panelist at Michael Port and Amy Mead’s recent Heroic Public Speaking live event, I took advantage of the opportunity to get a new headshot done by renowned photographer David Heisler. The always-classy Michael and Amy had brought him in from Austin, TX.

Being that it’s getting time to update my website photos in order to reflect my ever-more graying hair, The timing was right. Still, that didn’t mean I was going to like it! :-)

Y’know what, though? For the first time ever I didn’t keep repeating to myself, “when will this be over?”…”when will this be over?”…”when will this be…?”

David has a way of making it fun. More than that, he also has a way of making you feel as though you are the most talented, professional person in front of the camera that he has ever had the honor and pleasure to work with. He and his wife/business partner, Crystal know just what to say, what to do, and exactly how to say and do it so that you get caught up in the process of sharing your awesomeness. 😉

Max and Agent 99 - Bob Burg and Kathy Tagenel
“Would you believe…?” Max and Agent 99 checking in with the Chief

Yep…that’s exactly how they make you feel.

And, checking with some of the other speakers and attendees, that’s exactly how they made them feel, as well. And, I wasn’t surprised.

This is really such a key to how we as entrepreneurs (or, intrapreneurs if working inside a company) can separate ourselves from others.

Aside from being excellent at the technical aspect of what we do (without that, the rest simply won’t matter), to the degree that we provide our customers with the kind of exceptional experience that makes them feel good about themselves, that’s the degree to which we will be untouchable in the marketplace.


Learn more about David Heisler Photography at davidheisleratx.com.

Duct Tape Selling – A Chat with John Jantsch

Thursday, May 15th, 2014

He first stepped onto the national stage with his bestseller, Duct Tape Marketing. Then, The Referral Engine.

When it comes to marketing and sales, John Jantsch simply knows what he’s talking about. The man is GOOD!!

Duct Tape SellingSo, I was very excited to hear that he was coming out with a new book entitled, Duct Tape Selling.

Being a salesperson at heart, I might be just a bit prejudiced here, but I think this is his best one yet. It is truly a soup-to-nuts of how-to information that practically anyone in any field can take and apply to their business and sales success. He makes a key point right at the beginning that it’s no longer a matter of the marketing department creating the overall message and the salesperson handling the relationships. The best salespeople do both!

And, in this book, he shows us exactly how to do it. Of course, always as it relates to providing value to the end user, the customer or client.

His work has been cited by — amongst others — Forbes (100 Best Websites for Entrepreneurs) and Huffington Post (One of the top 100 “Must Follows” on Twitter).

John JantschThis is one of those interviews that — if we’d tried to cover everything we all need to know — could have taken hours. So, instead, we focused on just a few key areas. And, in true John Jantsch fashion… if you’ll just apply this information, you’ll see a significant difference in your business.

Enjoy this chat with one of today’s top experts in the world of marketing…and sales!

A few surprising tidbits tucked into some immensely-valuable information, wasn’t it? That’s typical John. Now, if I may suggest, buy his book and make a study of it. And, of course, “Think Like a Marketer, Sell Like a Superstar.”

TECHNICAL NOTE: If you are having trouble playing the interview, please make sure Adobe Flash Player is installed in your web browser. If not, then download Flash Player. Or right-click here and select “Save Link As…” to download the audio file to your computer.