Brenden Kumarasamy, YouTuber & Public Speaking CoachSOCIAL MEDIA: Instagram | YouTube |
Brenden is the founder of MasterTalk, a YouTube channel he started to help the world master the art of public speaking and presentations. He coaches purpose-driven entrepreneurs & CEOson public speaking to share their ideas with the world.
Stone Payton: [00:00:00] Welcome back to BRX Pro Tips. Stone Payton and Lee Kanter here with you. Lee, let’s talk a little bit about some strategies and tactics for customer retention.
Lee Kantor: [00:00:10] Well, everyone knows acquiring new customers is harder and more expensive than keeping the ones you have. So, it’s really important to prioritize your existing customers in terms of the effort, time and money you spend on them. So, an easy way to keep your clients longer is just really appreciate them. Make sure that they know that you care and that you’re available to them to help them get the outcome that you promised them because most clients they leave not necessarily because you didn’t deliver, but because they think you don’t care anymore, and you’re taking them for granted. So, ask them how things are going, ask them what more things you can be doing for them, ask them what things they wish you could do for them. Just care more, and you’ll find that you’ll keep your clients a lot longer.
Jeremy Heilpern has been working in advertising since he was 12 years old when he founded his first digital agency. At 14 he went to college at the Art Institute of Atlanta, graduating with a BFA before he was 18 years old.
After graduating, Jeremy cut his teeth consulting with a number of shops in Atlanta, including LBi, Moxie, and MacQuarium.
He eventually settled down at The Morrison Agency, where he was hired to lead the 30-year-old shop in its quest to become a hybrid digital agency.
Along the way, he worked his way from a director to the c-suite, before taking over as president of the agency before he was 28 years old. During his leadership, the agency nearly doubled in size, added a robust technology development practice, re-launched its media department, and built a proficiency around CRM-based digital communication.
In November of 2017, Jeremy resigned from his post to launch Ammunition, a full-service digital agency that partners with brands to drive business with leading-edge digital strategy, personalized CRM, break-through creative, and everything in between.
In less than two years, Ammunition has grown into a 15 person shop with $8M+ in billings, and clients that include Mitsubishi Electric, Panasonic, Samsung’s Dacor, Eaton, Royal Building Products, Honeywell, Reliance Worldwide Corporation, and Katerra, among others.
He’s been awarded a WM. E. Surgner Excellence Award from the AAAA’s as well as a long list of industry awards, including AIMA’s 2018 Rising Star award.
Connect with Jeremy on LinkedIn and Twitter.
What You’ll Learn in This Episode
OnPay’s
payroll services and HR software give you more time to focus on what’s most important. Rated “Excellent” by PC Magazine, we make it easy to pay employees fast, we automate all payroll taxes, and we even keep all your HR and benefits organized and compliant.
Our award-winning customer service includes an accuracy guarantee, deep integrations with popular accounting software, and we’ll even enter all your employee information for you — whether you have five employees or 500. Take a closer look to see all the ways we can save you time and money in the back office.
Ken Elrich, VP of Solid Blend Technologies, is a native Daytonian and has been married to his wife, Lois for 38 years. They have three sons, three daughters-in-law and eight grandchildren.
Ken is a Veteran of the United States Army Reserve. Ken and Lois, founded Solid Blend in 1999 and his career in the water and mechanical industry began in 1985.
He is passionate about working with the Life Enrichment Center and Good Shepherd Ministries, who are not for profit organizations located in East Dayton.
Connect with Ken on LinkedIn and follow Solid Blend Technologies on LinkedIn and Facebook.
Ask Jason Aldrich for advice about climbing the career ladder, and he’ll start by replacing the ladder with a rock-climbing wall − which was the framework for his doctoral dissertation on facilitating career adaptability.
Jason, who joined Robinson College of Business in 2005 after serving in similar roles at Vanderbilt University and the University of Georgia, regularly presents at conferences and consults with universities, vendors and Fortune 500 firms on innovative approaches to career services, university relations, and strategic partnerships.
Married to a fellow higher ed pro and the father of four, Jason enjoys travel, movies, golf, and coaching his younger children’s sports teams.
Follow Robinson College of Business on LinkedIn, Facebook and Twitter.
OnPay’s payroll services and HR software give you more time to focus on what’s most important. Rated “Excellent” by PC Magazine, we make it easy to pay employees fast, we automate all payroll taxes, and we even keep all your HR and benefits organized and compliant.
Our award-winning customer service includes an accuracy guarantee, deep integrations with popular accounting software, and we’ll even enter all your employee information for you — whether you have five employees or 500. Take a closer look to see all the ways we can save you time and money in the back office.
Dr. Darren Naugles is an emergency room physician and chief medical officer of MAJL Diagnostic Laboratories. He is a member of the American Medical Association and National Medical Association.
What You’ll Learn in This Episode
OnPay’s payroll services and HR software give you more time to focus on what’s most important. Rated “Excellent” by PC Magazine, we make it easy to pay employees fast, we automate all payroll taxes, and we even keep all your HR and benefits organized and compliant.
Our award-winning customer service includes an accuracy guarantee, deep integrations with popular accounting software, and we’ll even enter all your employee information for you — whether you have five employees or 500. Take a closer look to see all the ways we can save you time and money in the back office.
Lee Kantor: [00:00:00] I think that I was uniquely positioned and qualified to create this platform because of my background. When I was in college, I went to the School of Journalism at the University of Florida and I have a degree in advertising.
So through the basics of education there, I learned about the principles of journalism and the importance of journalism in the community. But I also learned about some of the principles around persuasion. And as a bonus, my roommate in college for three of my four years got his degree in social psychology, where he was learning all kinds of things about persuasion and how it works in terms of social psychology.
That’s where I first stumbled upon the Cialdini about persuasion. And I was fascinated by that book. I read it cover to cover. It wasn’t part of my curriculum. It was interesting that for whatever reason, the advertising program didn’t talk about it a lot. But I was seeing a connection between his principles and what I was trying to do as a copywriter. That’s what I went to college to be, so I was immersed in Cialdini and I really took to heart his six principles of persuasion.
And for those who don’t know, the six principles of persuasion are reciprocity, commitment and consistency, social proof, authority, liking, and scarcity. So when I came up with the idea of Business RadioX, it was really important for me to layer in each one of those principles in the activities that we do every day in the studio.
Lee Kantor: [00:01:39] For example, reciprocity, that’s one of the big ones. That’s an obvious one. Every day when we serve a guest and we give them a great interview that they’re proud of, that we hold them up, we help them articulate their message, and we don’t ask for anything. It’s a gift we’re giving them. One of the first things that happens time and time again is they ask, what can I do for you? Just by the activity of serving that guest with an open heart and some grace in terms of helping them articulate their message.
We’re able to trigger reciprocity in that. They want to help us in some way. And that help might be referred guessed, it might be having a conversation about them being a sponsor. It opens the doors to lots and lots of things. And I have never found a quicker way to create a relationship, a business relationship, where they want to help as fast as what we do. The second principle Cialdini talks about is commitment and consistency. One of the first things we do when we recommend any studio partner opening a studio, or any client having a show is to have a show on a regular, reliable, predictable rhythm.
Lee Kantor: [00:02:51] And that’s what triggers this kind of commitment and consistency in the mind of our prospects and the people that we serve because they know we’re going to show up every week, every month, whatever the rhythm is. They can count on us being there and telling these stories of being the voice of business for the niche that we serve, whether they’re a client, a sponsor, or the community as a whole.
So showing up on a regular basis and showing up at the places where they’re expecting us to be is an important component of how we work. Social proof is the third principle Cialdini talks about. We have this in so many different places, it’s kind of funny. And this is one of the benefits of a new studio partner coming on board and being part of the family. They get, by extension, what we do in any given studio.
There are photos on TV screens or in digital frames of past guests. So the guest sees that. Then they see on our website that we’ve interviewed all of these. There are tens of thousands of interviews that we’ve done that’s on our website. We show up at high-status events. They see us at the chamber events. They see us at industry events. We share all of our interviews on social media. These are all triggering social proof, social proof, lots of kind of proof out there that we exist.
Lee Kantor: [00:04:10] We’re good guys. We’re really serving our community. And our clients are serving their niche that they serve. So we have that all over the place, social proof. And like I said earlier, if you’re a new studio partner, you get all of that just by being part of the team.
So when you show up in your new market and you now have access to our website and you can point to all these different people and companies and different industries and organizations that we serve, you get that credential without really having to do much in order to get it. And speaking of credentials, authority is the fourth principle Cialdini talks about. We get to give our clients the credential of host.
We get to give our clients to credentialed studio partner. That automatically differentiates them from anybody else in their industry. We usually don’t have competing people in the studio as a host, so they get to be the only game in town for the length of their sponsorship. And this establishes them as authorities to the people who matter most to them. They’ve separated themselves from all of their competitors. They get to be the ones that are the voice of business for the needs that they serve or the community they serve.
Lee Kantor: [00:05:23] So that level of authority comes along for the ride when you’re working with us. The fifth principle Cialdini talks about is liking. How to be likable, how to be a friend to the community. One of our key principles is extreme generosity. We start out by being generous in our conversational approach to interviewing.
By allowing business people of all sizes and shapes and colors to come on shows. How we freely share the content on social media. That makes us very likeable. That makes us a friend to businesses. There is no doubt in the mind of anybody that interacts with us that we are a friend of business. We unabashedly have a pro-business agenda. We serve everybody in the community.
We make sure that the underserved business community is served. We are the place that tells the stories of businesses of all sizes. We don’t only talk to the biggest players in town. We talk to everybody. And that’s by design.
And then lastly, the last principle Cialdini talks about is scarcity. In order to create scarcity, what we do in a studio is that there could only be room for so many guests. There can only be room for so many people in a studio. Just by design. We can decide how many episodes of the show that we’re going to offer every week. We can decide if we want to exclusively offer shows to only certain categories, one person in each category.
Lee Kantor: [00:06:56] We can create as much scarcity as we’d like. We can decide how many studio partners that there are in any given market. So we have a lot of control over the scarcity of the opportunity to be part of Business RadioX, whether it’s for sponsorships or studio partners. So scarcity is kind of built into the equation.
The combination of all of those things when it comes to Cialdini in terms of persuasion, coupled with the heart of being the voice of business, allows us by design to help people and to get people to take action in a very, very tight, elegant process.
I think that a lot of what we do is, by design, that we’ve learned over the years and a lot of our principles are similar, so that this allows all of these things to just organically occur and to happen without anybody really, you know, going down a checklist and saying, I’m going to check the reciprocity box or the social proof box. We’ve just done everything in our heart the way we think that people should be served. And it also hits all of these persuasion buttons.
So because of that, that’s why The Business RadioX® Methodology works. It was done mindfully. It wasn’t done accidentally. And because of that, it’s very effective.
Reid Husmer graduated from the University of Denver with a Bachelor’s degree in International Business and a minor in Spanish. Reid worked for several years in the software and hardware sales industry.
Wanting to do something different, in 2008 he started an eco-friendly hauling company out of his house in Centennial, Colorado. When the house started overflowing with stuff, Gone for Good opened up a thrift store in 2010 in Littleton, Colorado. In 2013 items started to overflow in the parking lot and it was time to move to Denver.
Today, Gone for Good has a 5,000 sq ft thrift store and an 8,000 sq ft recycling center. During the 2018 calendar year, Gone for Good recycled more than 100 tons of recyclable materials and donated to more than 20 charities.
Connect with Reid on LinkedIn and follow Gone for Good on Facebook.
The Franchise Bible Coach Radio Podcast with Rick and Rob features no-nonsense franchise industry best practices and proprietary strategies that franchisors and 
franchise owners can implement to improve their profitability and operational efficiencies.
Our show guests are franchise superstars and everyday heroes that share their tips for growth and strategies to survive and thrive during the current challenges.
Rick Grossman has been involved in the franchise industry since 1994. He franchised his first company and grew it to 49 locations in 19 states during the mid to late 1990s. He served as the Chief Executive Officer and primary trainer focusing on franchise owner relations and creating tools and technologies to increase franchisee success.
Rick developed and launched his second franchise organization in 2003. He led this company as the CEO and CMO growing to over 150 locations in less than three years. He developed the high tech/high touch franchise recruiting and sales system.
Both companies achieved ranking on Entrepreneur Magazine’s Franchise 500 List. During this period Rick served as a business and marketing consultant to small business and multimillion dollar enterprises. He also consulted with franchise owners and prospective franchisees, franchisors, and companies seeking to franchise.
Rick had the honor of working with his mentor, Erwin Keup as a contributing Author for the 7th edition of Entrepreneur Magazine’s Franchise Bible published by Entrepreneur Press.
Mr. Grossmann has been chosen as the new Author of Franchise Bible and his 8th Edition was released worldwide in January of 2017. He currently serves as an executive coach and strategist for multiple franchise clients.
Follow Franchise Bible Coach on Facebook.
Rob Gandley has served as SeoSamba’s Vice President and Strategic Partner since 2015.
With 25 years of experience in entrepreneurship, digital marketing, sales, and technology, he continues to focus on leading the expansion of SeoSamba’s product and service capabilities and US market penetration. SeoSamba specializes in centralized marketing technology built for multi-location business models and continues to win industry awards and grow consistently year over year.
Concurrent with his work at SeoSamba, Gandley is a strategic growth consultant and CEO of FranchiseNow, a digital marketing and sales consulting firm. Gandley consults digital businesses, entrepreneurs, coaches and multi-location businesses across diverse industries. Prior to SeoSamba, he built an Internet Marketing business and platform responsible for generating over 100,000 qualified franchise development leads used by more than 400 US-based franchise brands for rapid business expansion.
Gandley also held various senior sales and management positions with IT and Internet pioneers like PSINet, AT&T, and SunGard Data Systems from (1993-2005) where he set sales records for sales and revenue growth at each company. He graduated from Pennsylvania State University’s Smeal Business School in 92’ with a BS degree in Finance and emphasis on Marketing.
Connect with Rob on LinkedIn.
Andy Goldstrom and his team grow companies profitably and do it fast. Andy is an expert with B2B companies and is a sought-after business partner and speaker.
Early in his career, Andy started and built a division of a real estate brokerage company that generated 30%+ margins and grew from 1 to over 500 employees. After that, he took over an existing national recycling company and grew the top line from $70M to $100M and profit from $10M to $17M in 3 years. Both businesses were both designated as Inc. 500 companies, the fastest-growing privately help companies nationwide, and subsequently sold to Fortune 500 companies at high multiples. Most recently, he served as Global Director at a major investment bank, where he grew service capabilities over in 70 countries while saving $12M annually.
In each case, Andy led sales teams that competed efficiently and effectively to win an extraordinary amount of business. In addition, he reduced cycle times and increased the frequency of incoming sustainable business, creating incremental value that was monetized when the companies were sold.
He started Midcourse Advisors in 2016 as a way to give back to the B2B services community and now offers his knowledge and experience to organizations looking for ways to grow and improve. His new book Grow Like A Pro, available on Amazon, provides a roadmap for business owners to both sustain and propels their businesses forward.
He also offers an online course, available at www,midcourseadvisors.com/onlinecourses.
Connect with Andy on LinkedIn.
What You’ll Learn in This Episode
OnPay’s payroll services and HR software give you more time to focus on what’s most important. Rated “Excellent” by PC Magazine, we make it easy to pay employees fast, we automate all payroll taxes, and we even keep all your HR and benefits organized and compliant.
Our award-winning customer service includes an accuracy guarantee, deep integrations with popular accounting software, and we’ll even enter all your employee information for you — whether you have five employees or 500. Take a closer look to see all the ways we can save you time and money in the back office.
