Be Different or be dead

November 4, 2024

The Art of Fast and Furious Growth: Hiring People Who ‘Love’ Humans

The Art of Fast and Furious Growth: Hiring People Who ‘Love’ Humans

In today’s fast-paced business environment, achieving rapid growth often relies on more than just strategic planning and innovative products.
A company’s success is closely tied to the quality of customer experiences it delivers, and the heart of creating those ‘gasp-worthy’ moments lies in one critical element: the people.

The secret sauce? Hiring individuals who genuinely love humans.

People who find joy in serving others and thrive on making everyday interactions memorable. These are the employees who infuse your brand with emotion, turning routine transactions into engaging experiences that leave customers feeling valued and delighted.

Why ‘Hiring for Love’ Matters

Emotional Connection — Customers today have countless options. What makes them stick with one brand over another is often the emotional connection they feel. Experiences laced with care and warmth ensure that your customers not only return but also recommend your business to others—leading to organic growth through powerful word-of-mouth marketing.

Long-term Loyalty — Memorable customer experiences build loyalty.
When people feel genuinely cared for, their relationship with your business becomes more than just transactional; it becomes familial.
This loyalty translates into long-term profitability and sustainability.

Brand Ambassadorship — Employees who love interacting with others become natural brand ambassadors. Their passion and enthusiasm radiate through every interaction, creating an inviting atmosphere that draws customers in and encourages them to share their positive experiences.

Hiring for Goosebumps

Enter ‘Hiring for Goosebumps’ — my own revolutionary recruitment philosophy that was instrumental in helping us grow a startup internet company to A BILLION IN SALES.

This approach serves as a beacon for businesses aspiring to offer extraordinary customer experiences and stands as a unique method to identify candidates whose desire to serve others is deeply ingrained.

The Hiring for Goosebumps strategy is more than just a recruitment technique; it’s an ethos.

It identifies individuals who not only fulfill their job requirements but also blow customers away by infusing each interaction with genuine empathy and enthusiasm.

Implementing the Strategy

Redefine Job Criteria — When setting out to hire new talent, focus on characteristics beyond technical skills. Look for empathy, enthusiasm, excellent communication skills and demonstrated experience in ‘dazzling’ customers —attributes that resonate with delivering compassionate service.

Behavioral Interviews — Conduct interviews that emphasize past behaviors and experiences. Asking candidates to tell stories of where they went above and beyond for someone else can provide insights into their natural inclinations to serve.

If you don’t get goosebumps from their stories of how they left a customer ‘breathless’, they’re not a good fit for you.

Cultural Fit — Seek individuals whose personal philosophies align with your company’s mission to create exceptional experiences. Hiring people who are naturally aligned with your core values ensures they will treat every customer interaction as an opportunity to delight.

Ongoing Training — Encourage continual learning and growth for your employees. A team that is always evolving and improving is equipped to adapt to changing customer needs and sustain incredible service.

Hiring people who love humans is not just a different and interesting tactic; it’s a strategic imperative for companies seeking fast and furious growth through exceptional customer experiences.
By focusing on emotional connections, businesses can transform customers into loyal advocates.

Implementing ‘Hiring for Goosebumps’ is an audacious yet rewarding approach to recruitment. For any organization with the ambition to serve customers in miraculous ways, embracing this innovative approach is the key to unlocking unprecedented success.

Cheers,
Roy
My Podcast Show My Podcast Show Audacious Moves to A BILLION shares the specific Moves I made to achieve jaw-dropping growth in an insanely competitive internet business.

”The Audacious Unheard of Ways I Took a Startup to A BILLION IN SALES” is the latest in my BE DiFFERENT or be dead Book Series.

• Posted 11.4.24 at 06:00 am by Roy Osing
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October 28, 2024

7 Simple Moves To Make A Remarkable Sales Person

7 Simple Moves To Make A Remarkable Sales Person

In the complex world of sales, defining what makes a great salesperson involves looking beyond mere numbers.

It’s not just about the amount of products sold or revenue generated—these are merely the results of a sales effort.

A truly outstanding salesperson is defined by their ability to create lasting value and exceptional experiences for their customers, which in turn, drives economic success for their organization and themselves.

Here are seven key attributes that exemplify a remarkable sales effort:
#1. Long-Term Customer Focus — A great salesperson prioritizes long-term relationships over short-term gains.

They understand their customers’ evolving needs and ensure that their solutions fit these needs into the future rather than merely seizing opportunities for immediate sales.

#2, Customer Experience — Creating an enjoyable, memorable customer experience is crucial.

This means engaging with clients in a way that makes them feel valued, respected, and understood, rather than using the interaction simply as a platform to boost the salesperson’s ego.

#3. Relationship Building — Instead of being pushy about products due to sales quotas, a great salesperson enhances the relationship, focusing on trust and mutual respect, thus creating a loyal customer base that feels more like a community than a transaction.

#4. Asking Questions — By prioritizing asking questions over making statements, a salesperson encourages an open dialogue.

This helps in accurately understanding the customer’s pain points and ensures that the solutions offered are genuinely beneficial.

#5. Embracing Silence — Recognizing that silence can be as powerful as speech is a critical skill.
By allowing moments of reflection, salespeople give customers space to consider their needs and the offered solutions without pressure.

#6. Integrity and Honesty— Maintaining high ethical standards is non-negotiable for a great salesperson.

They build trust by being transparent and truthful, demonstrating commitment to the customer’s best interests even if it means not making an immediate sale.

#7. Customer-Centric Outcomes — A successful sales effort results in outcomes that align with the customer’s best interests, even if these don’t fully serve the salesperson’s personal objectives.

This approach leads to satisfaction and loyalty, benefiting both parties in the long term.
To truly understand a salesperson’s effectiveness, listen to their customers.

When a customer expresses unwavering loyalty, admiration, and trust, it’s a testament to the salesperson’s proficiency.
Statements such as “I refuse to buy from anyone else,” or “They are the only one I trust,” reflect the deep, positive impact made by the salesperson. Such testimonials signify a relationship built on trust, integrity, and genuine care.

Customers who go out of their way to make purchases or are willing to wait for their preferred salesperson demonstrate the enduring connections that define a remarkable salesperson’s career.

While metrics like sales volume and revenue are important, they do not fully capture the essence of a great salesperson. Instead, look to the quality of their relationships, the satisfaction of their customers, and their reputation for integrity.

Few salespeople can boast of such accolades from their clients, but those who can are truly exceptional and invaluable to their organizations.

Cheers,
Roy
My Podcast Show My Podcast Show Audacious Moves to A BILLION shares the specific Moves I made to achieve jaw-dropping growth in an insanely competitive internet business.

”The Audacious Unheard of Ways I Took a Startup to A BILLION IN SALES” is the latest in my BE DiFFERENT or be dead Book Series.

• Posted 10.28.24 at 06:00 am by Roy Osing
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October 21, 2024

How to Really Apologize to a Customer You’ve Screwed Over

How to Really Apologize to a Customer You’ve Screwed Over

Every business at some point encounters a dissatisfied customer.
The way you address these situations can significantly impact your brand’s reputation and customer loyalty.

Offering an audacious apology doesn’t just salvage a relationship; it can turn a negative experience into a long-term opportunity for growth and trust-building.

The first thing to acknowledge is that it’s your responsibility to apologize—even if the issue wasn’t directly your fault.

In business, accountability extends beyond personal actions to include those of your contractors, partners, and other third-party stakeholders. When something goes wrong, customers don’t differentiate between your mistakes and those made by someone representing your brand.

Therefore, you are obligated to step up and take responsibility, demonstrating that your brand is reliable and committed to high standards.

Recognizing the importance of your partners in your value chain underscores the notion that their actions are indeed your responsibility.

Whether it’s a delayed shipment or a customer service OOPS!, any error reflects on your company’s brand.
Addressing these failures head-on by accepting responsibility helps restore confidence and establishes your company as principle-driven and trustworthy.

An apology is a powerful tool in your customer service arsenal. Saying “I’m sorry” is more than just a statement of culpability; it’s a vital step in relationship building.
Customers need to feel that their grievances are understood and that the business genuinely cares about rectifying the situation.

Simple, sincere statements like “I am truly sorry for what happened to you” can validate a customer’s feelings and assure them that their satisfaction is a priority.

Furthermore, it’s strategic to take the hit in situations where the customer’s loyalty is at stake. Offering refunds, replacements, or additional services might seem costly in the short term, but this investment can prevent potential negative word-of-mouth and public reviews.

A customer who feels valued and respected, even after a misstep, is more likely to stay with your brand and become an advocate rather than seeking alternatives and sharing negative experiences.

Apologies can indeed serve as loyalty builders.

When done correctly, they deepen the trust between a business and its customers. An effective apology demonstrates empathy and commitment, encouraging customers to remain with you not only because of product quality but because of the care and support they receive when things go awry.

Moreover, the strategic use of apologies goes beyond merely salvaging relationships.
It’s about consistently conveying that your business is not just about transactions but about nurturing long-term, mutually beneficial relationships.

By handling apologies effectively, you nurture a reputation of reliability and empathy, attracting new customers who value brands that prioritize human connection and understanding.

Making an audacious apology is an integral component of audacious customer service.

It involves accepting responsibility, even when it’s inconvenient, and recognizing the broader impact of your actions.

By adopting this approach, businesses can turn challenges into opportunities, bolstering customer loyalty and fostering a positive brand image.

Embrace the apology—it is not merely a concession, but a potent strategy for sustainable business growth.

Cheers,
Roy
My Podcast Show My Podcast Show Audacious Moves to A BILLION shares the specific Moves I made to achieve jaw-dropping growth in an insanely competitive internet business.

”The Audacious Unheard of Ways I Took a Startup to A BILLION IN SALES” is the latest in my BE DiFFERENT or be dead Book Series.

• Posted 10.21.24 at 06:00 am by Roy Osing
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October 14, 2024

How Disruption Makes Business Growth Insanely Easy

How Disruption Makes Business Growth Insanely Easy.

In today’s rapidly evolving business landscape, staying stagnant can be a death sentence.
The journey from growing an early stage data company to achieving a billion in sales is a testament to the critical role disruption and innovation play in thriving, rather than merely surviving.

The mantra “BE DiFFERENT or be dead” wasn’t just a catchy slogan; it was the lifeblood that propelled our business into the stratosphere of success.

Standing out rather than fitting in, and being a contrarian, became essential strategies.

The essence of my work and passion stems from a profound desire to solve and influence the business world.
My core mission is simple yet powerful: share practical tools that can help businesses not just grow, but thrive in competitive markets.

Declare a ‘head west’ plan — My Strategic Game Plan (SGP) aims to define the ‘just about right’ destination for businesses aiming to differentiate in a marketplace saturated with sameness.

Differentiation in today’s world often suffers from lackluster execution. To stand out, businesses need to be different in ways that genuinely matter to people, ways that offer tangible benefits and serve others effectively.

The path to success wasn’t always smooth. Like many entrepreneurs, I encountered significant roadblocks and setbacks.

Breakaway from the past — The momentum of the past often posed a challenge, as did traditional textbook thinking and methods that many in the industry held onto.
These outdated approaches stifled creativity and innovation, making it difficult to break away from the norm and push boundaries.

Addressing these challenges required consistently delivering unbelievable levels of performance.
It wasn’t just about achieving high results once, but about maintaining that standard over time to build trust and credibility.

An essential part of this process was gathering an army of advocates—passionate supporters and believers in the brand and its mission.
These advocates helped amplify our message and validated the disruptive approaches we employed.

Looking ahead, the opportunities for disruption and innovation are vast and full of potential.
The imperative to help businesses grow remains as relevant as ever.

Growth through differentiation is perhaps one of the biggest challenges companies face today, and it’s a challenge worth tackling head-on.

By staying true to the principles of being different and offering genuine value, there’s an opportunity to shape the future of industries in significant ways.

Take risks — To leverage future opportunities effectively, businesses must stay committed to exploring the unknown and taking calculated risks.

This requires a mindset shift from traditional methods to thinking creatively and embracing new technologies and ideas.

It’s about creating space for innovation to flourish, not just within the product or service offerings, but throughout every aspect of the business model.

Ultimately, the journey of disruption and innovation is continuous. It requires perpetual adaptation and an unwavering commitment to being different in meaningful ways.

By maintaining this focus, businesses not only ensure their survival but position themselves for thriving success in an ever-changing world.

The future belongs to those brave enough to break molds, challenge conventions, and deliver extraordinary value.

In this paradigm, the choice is clear: BE DiFFERENT or be dead.

Cheers,
Roy
My Podcast Show My Podcast Show Audacious Moves to A BILLION shares the specific Moves I made to achieve jaw-dropping growth in an insanely competitive internet business.

”The Audacious Unheard of Ways I Took a Startup to A BILLION IN SALES” is the latest in my BE DiFFERENT or be dead Book Series.

• Posted 10.14.24 at 06:00 am by Roy Osing
• Permalink