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Archive for the ‘Interviews’ Category

Why Jay Baer says, “Hug Your Haters”

Monday, February 29th, 2016

Whether you lead a Fortune 500 company or are an entrepreneur running a small business, there are two things you can be sure of:

First is that your bread is buttered by your customers. As Sam Walton famously said, “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”

Hug Your Hater - Jay BaerSecond is that you will have a number of these customers who will be unhappy with their experience and want to complain. Some will do so — as Jay Baer, author of the great new book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers says — “offstage” meaning privately. And, others will do so “onstage” meaning on some type of public forum where many others are sure to notice.

The biggest problem with this second challenge is not the complaints themselves but the failure to respond to them and/or not responding to them correctly.

For ease of explanation the author refers to all complainers as “haters.” However, he actually discusses situations ranging from those who are simply information-seekers and mild complainers, to yes…the somewhat insane actual haters who can truly ruin a company’s reputation if not handled correctly.

The bad news about the fact that haters can take their issues (regardless of whether real or imagined) public is obvious.

However, there’s also much good news. IF you handle it correctly, not only can you turn these haters into your most loyal fans and ambassadors; you can do the same with the people who are merely looking on as undecideds.

In this brief chat with Jay, we’ll discuss:

  • The brave new world of haters
  • The fact that haters are not your problem, but something else most definitely is
  • Why the saying, “Don’t feed the trolls” is no longer good advice
  • The importance of playing, not just to the hater, but to the…spectators
  • Why haters actually represent your greatest opportunity
  • The best way to head off haters in the first place
  • The three most important things he learned while writing this book (that he hopes we learn, too!)


Jay Baer






Jay Baer truly brings a wise perspective to what we think we know about customer engagement; especially the more difficult — and potentially dangerous — type. As he says in the introduction to the book, “I wrote this to help all business owners and managers understand how to turn customer service into marketing, and use it as your true competitive advantage.”

Be sure and visit www.HugYourHaters.com and purchase his book, and put this fantastic information to use.


TECHNICAL NOTE: If you are having trouble playing the audio 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.

Dealstorming – The Team Approach to Selling

Tuesday, February 23rd, 2016

I love reading stories about how the lone individual, toiling away seemingly forever and after thousands of failures, finally — through a flash of inspiration — discovers the magic formula and creates a world-changing product, cure or market-altering invention.

FANTASTIC stories! The only problem is that…they practically never happen. The more research you do the more you find that the sudden famous flash was either the final link in a long-evolving chain of other people’s ideas and experiments, or part of a team effort; a great collaboration. One person may get the credit but it’s hardly the truth.

book dealstormingI was reminded of that while reading a fantastic new book by Tim Sanders. The former Yahoo! Chief Solutions Officer is now a highly sought-after speaker and author of a number of bestselling books including the New York Times bestseller, Love is The Killer App.

His new book takes his writing and wisdom to a whole new level, and applies it to the context of what is known as the complex sale.

DEALSTORMING: The SECRET WEAPON that Can Solve Your Toughest Sales Challenges brings to mind two well-known sayings: “None of us is smart as all of us” and “If you want to go fast, go alone. If you want to go far, go together.”

We’re not talking about “brainstorming” but Dealstorming. The difference is significant!

In today’s world of large business-to-business (B2B) sales it can take an entire team effort to deal with all the different and often changing moving parts of a prospective client company. There are all sorts of contacts, stakeholders, influencers, committees, and natural obstacles that must be dealt with effectively in order to move the sale forward to completion.

Not to fear, however, as Sanders has put together an absolutely genius how-to system for doing this quite effectively. Actually, he did this years ago while still at Yahoo! and has been teaching it to sales organizations for years.

Dealstorming is a repeatable process; a system, that harnesses group intelligence to create very effective plans and solve major sales challenges. As he discovered, “Sales genius didn’t come solely from individual sales reps…it’s a team sport. It’s about all of us in the room finding and solving problems as one.”

Even if you are not involved in enterprise sales, don’t let that keep you from learning the fantastic communication methods detailed in this book. It’s really all about communication.

As such, if you’ll ever be leading any team, for any reason, the principles and strategies shared in this book will help you immensely.

In this wisdom-packed discussion with Tim, you’ll learn…

  • The importance of understanding “the changing landscape” of selling
  • The four levels of the complex sale
  • How the team can help identify the root of the issue…the most important thing
  • Why the “brief” is truly the secret weapon for Dealstorming success
  • How Alyssa DeMattos rescued a lost deal…brilliantly!

Enjoy our discussion!

tim sanders






Late in the book, Tim writes, “Leaders don’t have relationships with their teams. They have relationships with individuals.” Right on! And, in Dealstorming, we learn how to do this very effectively and for great success.

Be sure and order Tim’s book and learn from the master how to do it right. There are some very valuable bonuses on his site, as well.

And, Tim has made Chapter 3 available for you to read first. You’ll be glad you did!
Click here to download.


TECHNICAL NOTE: If you are having trouble playing the audio 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.

John Lee Dumas on Accomplishing Your #1 Goal

Wednesday, January 20th, 2016

Success stories — how an individual moves from Point A to Point B — are always a joy for me to hear, and an even bigger joy to share.

John Lee Dumas’ story is particularly inspiring because he’s also a friend, and he just…does things right!

If you regularly listen to podcasts or are involved with them yourself, you know the name, John Lee Dumas. He’s the creator and host of EOFire (Entrepreneurs On Fire) which generates over 1.2 million unique listens per month (yes, that’s per “month!”) inspiring entrepreneurs to take control of their lives and take their entrepreneurial leap.

John-Lee-DumasHe’s truly right at the top of his field. And, his keynote address at last year’s huge Podcast Movement 2015 touched lives in a magnificent way.

Along his journey, John has interviewed over 1200 successful entrepreneurs. He says he found one commonality in each and every one of them: “their ability to set and accomplish goals.” On the other hand, he says, “struggling entrepreneurs fail to do this very thing.”

John is a big believer in SMART Goals: (S)pecific, (M)easurable, (A)ttainable, (R)elevant, (T)ime-bound. Yes, those have been around for a long time. And, for good reason: when applied correctly, they work!

And, of course, while goals themselves are so very important, there is more involved in order for success to take place. Want to know how to accomplish your big goal?

Enjoy this conversation with John Lee Dumas:

The Freedom Journal - John Lee Dumas





Wow! Easy to see why John is a force to be reckoned with and has attained such a huge level of success in his field.

Be sure and check out John’s, The Freedom Journal. As John mentioned, his goal — via this journal — is to help you accomplish your #1 goal within the next 100 days!


TECHNICAL NOTE: If you are having trouble playing the audio 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.

Everybody MATTERS – Leadership to Change the World

Wednesday, October 7th, 2015

em-coverWe hear it and see it a lot, don’t we?

“We really care about our people.”
“Our people are what matter most.”
“We believe in building our people.”

However, if you were to ask most of those employees if that’s how they felt you’d most likely receive a “no” and a strong one at that.

Please don’t get me wrong. Indeed, there are a number of good companies out there. Their leaders truly do care, their people do matter, and they build their people. These companies also tend to also be very highly profitable. And, they are to be congratulated for both sides of that equation…the immense value they provide to all their stakeholders (including customers, service-providers and shareholders) as well as their profitability. Both matter.

However, here we have a “Go-Giver Company” on steroids! 🙂

As you might know, I love reading books on leadership. I learn from all of them.

Bob ChapmanThis one not only touched me on a very, very deep level; it caused me to feel that business — even big business — could actually be this way.*

The person you are going to meet in this discussion, Bob Chapman, has the key to unlock this door in a huge, huge way. He and his company, Barry-Wehmiller have been doing it for nearly 20 years. And, they just keep continuing to prove its validity. This company is ALL about their people…and their financial success happens to be immensely healthy, too!

A Leader’s Leader

Chairman & CEO, Mr. Chapman believes that, “We have a crisis of leadership.” He says, “we have over 130 million people in our workforce who go home every day feeling they work for a company that doesn’t care about them. That is 7 out of 8 people in the workplace.”

To hear Mr. Chapman, talk about it, you can sense his anguish at this problem and his passion about spearheading the solution. And, spearhead it he has. The Guiding Principles of Leadership his company has implemented has resulted in a workplace consisting of people who feel good about themselves, about their jobs, and about the contributions they are making to its success. And they take that good feeling back to their families and communities.

He imagines a world full of caring work environments in which people can realize their gifts, apply and develop their talents, and feel a genuine sense of fulfillment for their contributions. The heart he has for people, making the world a better place to work and, as a result, live, is inspiring beyond measure.

And, it might be the type of business you’d least expect it to be. A manufacturing company; a privately held manufacturer of technology consulting and packaging machinery with more than 8000 employees worldwide.

In his foreword, Simon Sinek writes, “A lot of leaders talk about this. See what happens when you actually do it.”

Some of the topics in this fascinating discussion with Mr. Chapman include…

  • Defining the leadership crisis
  • A most unlikely place for an epiphany
  • What happens at Barry-Wehmiller University…doesn’t stay there. 🙂
  • The premise of Barry-Wehmiller’s Guiding Principles of Leadership
  • What happens when a leader DOES take a hit, along with his team members?

Enjoy the conversation!




Can you see why I’m a raving fan of Bob Chapman and the company he leads?

Barry-Wehmiller’s tagline is, “Building a better world through business.” That’s their tag line. And, that’s exactly what they’re doing. In other words, “Everybody Matters” isn’t just a cliche on a mission statement; it’s the bedrock of the company’s success!

*Take a look at this quick video with bestselling author, Simon Sinek and Harvard Business School Professor, Amy Cuddy. It says it all.


Quotes from Everybody MATTERS

Below are just a relatively few of the many quotes within the book I felt the need to include here. Please know they merely scratch the surface:

“We first have to radically change the way we think about business, about people and about leadership. If we do so, we can build thriving organizations that bring joy and fulfillment to all who serve them and depend on them.”

“I had grown to understand that my responsibility as a CEO transcends business performance and begins with a deep commitment to the lives of those in our care–the very people who time and talent make the business possible.

“The key pillars are establishing a shared long-term vision, fostering a people-centric culture, developing leaders form within, and sending people home fulfilled.”

“In the end, it is about truly caring for every precious human being whose life we touch. It is about including everybody, not just the fortunate few or exceptionally talented. It is about living with an abundance mindset: an abundance of patience, love, hope and opportunity.”

“Everyone wants to contribute. Trust them. Leaders are everywhere. Find them. Some people are on a mission. Celebrate them. Others wish things were different. Listen to them. Everybody matters. Show them. We don’t just need a new guide to leading in times of change or adversity. We need a complete rethink, a revolution.

“One great truth we’ve learned is this: The people are just fine it’s our leadership that’s lacking.”

“But deeper insights had come from a simple question we had started asking people: ‘How did it make you feel?'”

“We have 7000 people, and each and every one of them is somebody’s precious child.”

“Our responsibility as leaders, be it in the military or in business or in government or in education, is to create an environment where people can discover their gifts, develop their gifts, share their gifts, and be recognized and appreciated for doing so–which creates an opportunity for them to have a meaningful life, a life of purpose in which they feel valued and get a chance to be what they were brought onto this earth to be.”

“If leadership isn’t about fighting fires, what is it about? We believe it is about lighting fires.”

“If more than half of your communication with any individual is negative, it’s an oppressive relationship.”

“Business growth and people growth aren’t separate ideas; they are complementary pieces in creating value.”


TECHNICAL NOTE: If you are having trouble playing the audio 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.

A Tale of Two Frames

Friday, August 14th, 2015

It was the best of frames, it was the worst of frames. We’ve often discussed frames and framing in this blog. A frame can be defined as the foundation from which everything else involves.

In Adversaries into Allies: Master The Art of Ultimate Influence I say that when you set the proper frame for any encounter, you are 80 percent of the way toward the outcome you desire. And, the outcome you desire is obtaining the results you want while helping the other person to genuinely feel good about themselves, about the situation, and about you.

In other words, a true win/win. So, while visiting with my dear friend (and mentor) Dondi Scumaci and her husband Mark, I had the opportunity to hear from Dondi an experience she had in which two companies having the exact same desire…had two different ways of communicating it. One was an excellent example of positive framing while the other was an excellent example of…well, not so much excellent framing. 🙂

In this conversation with the always-wise and fantastic Dondi, we learn what happened.


Dondi Scumaci - Cultures reflect themselves


Amazing, isn’t it? More importantly, how will you take this lesson and make your future framing similar to and as effective as the positive example? Any similar stories you’d like to share with us? Please feel free to do so.


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.