May 2018
Mother’s Day lessons about Customer Care
because of the holiday. Her birthday is on May 10, a date she never liked much because it always seemed to get rolled into Mother’s Day. As a kid, and even now, I try to make her birthday and Mother’s Day separate and special for her. I don’t combine them if I can help it, making both celebrations unique and exceptional.
There’s another very important mom in my life: my wife, Claudia.
Daughter Clare and Dave’s Mom, Gretchen
I want to remind you, husbands and children, to love your mother and honor your wife. It’s important to show them both how much you love them this Mother’s Day. In fact, one of the best ways to show how much you love your kids is to express your love for their mother. My marriage to Claudia is like most marriages in that we have our good days and our challenging ones. The only difference might be that our lives are a little more public than most, and that’s something we chose and cherish. Remember that God put your mom and your wife in your life so that you can listen to them even when you will not listen to others. I believe Claudia is sent to me from Heaven. Now my mission is to tell her that every day, and to remind you to do the same. I hope that all of you have a great May and enjoy Mother’s Day to the fullest. Dave Tester
We all tend to blame our parents for the bad things that happened in our lives, and that’s okay as long as we credit them for all the good things that happened too! The best customer-care lesson I had was watching how my mother, Gretchen, treated others. This Mother’s Day, I’m very thankful that my mom taught me about the little things that create connections with people. My mom didn’t plan for me to learn customer care from her, but she was, without a doubt, the best customer-service trainer a son could ever have. She showed me that, by doing something small and mindful for another person, you can let them know you really care about them. My mom would say, “It’s not what you say to them; it’s how you make them feel.” The phrase has stuck with me to this day — it was one of the most important elements she could have taught me. Mom went the extra mile for those in her care. When we had guests stay over from out of town,
my mom made sure they had freshly cut flowers in their bedroom. She would also cook their favorite meals when it came time to eat. Come to think of it, I’m not even sure how she knew what their favorite foods were, but she found out somehow. Whether welcoming guests or family, Gretchen still pulls out all the stops. Today, our family can count on her kind gestures like clockwork. Whether it’s for my son Carson, my daughter Clare, or my wife, Claudia, we always receive birthday cards, notes, or thank-you cards after any special occasion. She even contributes to our newsletter. Every month, our recipe on Page 3 is from Gretchen herself. I’m not going to lie; my mom is the best cook in the world. If you want a sample of some great cooking, be sure to give the recipe a try. When Mother’s Day comes around, I think it’s important that she’s able to enjoy a day for herself. May is a pretty special month for my mom overall, and not just
1
5 Secrets
to Storytelling
In 1914, Peter Wege fabricated a steel wastebasket. You might not think this is a big deal, but smoking in the office was in vogue at that time. Lighting up in the office was the equivalent to an office worker’s penchant for a cup of coffee in the morning. Therein lies the challenge and the beginning of the largest office furnishings manufacturer in the world — Steelcase.
My general manager walked into the studio, like Donald Trump used to on ‘The Apprentice,’ and said, ‘Dave, you’re fired!’” Most nod or laugh during the story, and I follow it up by saying, “Oh, you worked for this guy, too? 20 years of sportscasting on the nightly news, and it was over in the blink of an eye. What would I do? Then someone said, ‘You have the gift of gab. You should go into sales.’ And just like that, I became an accidental salesperson.” O ver and over. Tell that story and own that story. Get so good at it that people can’t ignore you. To really nail it, use a prop. I use two when I tell my two stories: a bullhorn and a phone book. R eal deal. The story must be real and about your struggle. Man versus beast. Woman beats the odds. If it’s not real, not only will the prospect see right through it, but you will have no conviction to lead the way into the first question.
Can you tell a story about your company that has a similar feel to it? Storytelling is the harbinger of great sales. That’s because of one simple reason: Curiosity leads to questions. If you’re able to create a dialogue with customers, you have the beginnings of a great sales foundation. I want to challenge you today with this question: If I were to recommend you or your product to someone, what would I tell them about you? If your answer starts with something like “We’ve been around for a long time,” or “We do what we say, and we’re good guys,” you need to work on your S.T.O.R.Y. Here is the acronym I’ve created for you to tell a great story to your prospects. S imple. Your story should be simple. My story begins with, “It was the Montana State Fair, and my granddad was the rodeo announcer. I kept thinking that, if only he would let me have the microphone, I could take the announcing world by storm. Then it happened, and a sixth-grade announcer in the making finally had his shot. ‘Hello!’ I yelled into the microphone at the top of my lungs. And my world changed just like that.” T wo stories are a must. You only need two, but you need to own them. Depending on the circumstances, I start every presentation with one of my two stories. One is the broadcaster, and the other is the sales training. “I remember it like it was yesterday.
Y OLO. “What the hell is YOLO?” I asked my daughter. She responded, “Dad, get with it. You only live once.” That’s it. If you think you don’t have a story, you’re wrong. You only live once, and if you spend some time thinking about it, you’ll discover a story. And because it’s about you, you’ll be able to express passion and ownership to the prospect. It will show them that you’re more than “yell and tell.” It’ll show that you’re a trusted advisor with a great S.T.O.R.Y. If you found this helpful in any way, you can catch more articles and advice from my monthly newsletter. Please reach out to me at AskDaveTester.com for a chance to get involved.
Tester-
MONIALS
“Dave’s live cold-call training was the best experience I have ever had. In most trainings I’ve attended, people talk to us about what we should do. Never have I ever had an actual call take place live during training like Dave did. Not only does he teach it, but he does it. I highly recommend Dave Tester’s call training for any business!”
–Cassandra M., Bakersfield, CA
2
Getting Past the Gatekeeper How a Game of Blackjack Helped Me — and Now You
I discovered the best advice about getting past the gatekeeper while playing at a blackjack table. The casino was in Laughlin, Nevada. I had just turned 21, and my grandparents had invited me to go with them to their winter home in Phoenix, Arizona. It was spring break, and I was grateful for the chance to get away from a tough semester of college. The Winnebago — their winter home — was positioned at a KOA campground in Bullhead City, Arizona. Just across the way was the state of Nevada and my first casino outing. I understood the rules of blackjack because I started playing it to increase my math skills in grade school — or at least that’s what my father told me. It was an intimidating first experience. I didn’t really know what to do, even though I was dressed for the part — slacks, dress shirt, and a tie. I found a $2 table, mustered up some courage, and pulled up a chair, laying two bucks down on the card table. The dealer dealt out the cards, and then it was my turn — the moment I’d waited for. I picked up my two cards, and the dealer yelled at me, “What are you doing?! Are you new here?” For a split second, I thought about lying, but I answered honestly and meekly: “Yes.” Much to my surprise, the dealer said, “Why didn’t you tell me?” From that moment on, the drinks (or at least my diet soda) were on the house, our room was comped, and I was given the lesson of a lifetime on how to play blackjack. No charge.
How will a blackjack lesson get you past the gatekeeper? That secret took me a lifetime to reenact, but it will only take a moment for you to master. Follow this system on the phone: “Hey, it’s me, Dave. Did I catch you at a bad time?” The gatekeeper, nine out of 10 times, will respond with a no. Now, use the blackjack line. “I’m a little lost here. Would you would be willing to help me out?” Silence is golden. Wait for the response, or make your next move: “I’m looking for the person in charge of generating leads. Is that you?” Remember, 99 percent of people — blackjack dealers — want to help us out. We just need to ask. The other secret is that you have to act the part — pretend you’re lost. Use a soft tone that gives off that “I’m new here and I’m a little lost” vibe. Own your script and sound lost! Have a follow-up, and be ready. You might just draw a jack and an ace when trying to get past the gatekeeper.
Take a
Mother’s Day Seafood Sauce • 1/3 cup butter • 1 12-ounce can light beer • 1/3 cup flour
BREAK
• 1 3-ounce can sliced mushrooms • 1/2 pound shrimp, deveined, cooked, and shelled • 1 pound sea scallops, cooked • 1 10-ounce can whole baby chowder clams • 1 10-ounce package frozen mixed vegetables, cooked and drained
• 1/2 teaspoon salt • 1 teaspoon pepper • 1 teaspoon minced dried onion • 1 teaspoon garlic • 1 8-ounce can tomato sauce
1. In a saucepan, melt butter over medium heat. 2. Add beer; cook 2 minutes, stirring frequently. 3. Stir in flour, salt, pepper, and spices until well- blended. 4. Gradually stir in tomato sauce, cooking and stirring until bubbly and thick. 5. Stir in mushrooms, shrimp, scallops, clams, and mixed vegetables. Remove from heat. 6. Spoon sauce over pastry shells.
3
Tester TIME 808 W. Colbert St. Meridian, ID 83646 (208) 707-9807 www.dialingstrangers.com
PRSRT STD US POSTAGE PAID BOISE, ID PERMIT 411
1 2 2 3 4
Mom’s Advice About Customer Care
Can You Tell a Great Story?
Tester-monials
Getting Past the Gatekeeper
Find Someone to Push You
Who Will Push You Like Thomas Edison Pushed Henry Ford? The Bible first names him Joseph from Cyprus; later on, he becomes Barnabas the Encourager. He motivated and pushed Paul to do what others said could not be done: share the Word. We need a Barnabas in our businesses — one who is not only willing to sacrifice, but who will tell us what other people won’t. Today, it’s called a 360; however, I refer to it as a friend who is strong enough to push us and knows when to pull us through both good and bad times. Henry Ford needed Thomas Edison to push him when most people said a gas car would not work. Edison, when first meeting the young Ford, banged his fist on the table and said, “That’s the thing! You have it! Your car is self-contained and carries its own power plant.” Years after his unbelievable success, Ford said in a newspaper interview, “That bang on the table was worth worlds to me. No man up to then had given me any encouragement. The greatest inventive genius in the world had given me complete approval.” Ford knew then that he could do anything. Who believes in you and can, with the slam of their fist on a table or the touch of their hand on your back, make you feel like you can do anything? The news says we can’t, and even friends often say we can’t succeed. I encourage you to eliminate those around who are “victim thinkers” and stop watching CNN or other news sources that are continually negative. Find your Barnabas (or the Edison to your Ford) and make your dreams come true — not by
wishing, but by surrounding yourself with people who love you enough to push you beyond the possible. Remember: “impossible” is just someone’s opinion.
For more tips, sign up for our newsletter at AskDaveTester.com.
–Dave Tester
4
Page 1 Page 2 Page 3 Page 4Made with FlippingBook - Online catalogs