Welcome to SALES with ASLAN, a weekly podcast hosted by ASLAN Co-founders Tom Stanfill and Tab Norris, geared at helping sales professionals and sales leaders eliminate the hard sell. At the end of the day, we believe that selling is serving. ASLAN helps sellers make the shift from a ‘typical’ sales approach, to one that makes us more influential because we embrace the truth that the customer’s receptivity is more important than your value prop or message.
The goal of these interviews is to spotlight various experts in the world of sales and sales leadership – sharing informational stories, techniques, and expert interviews on the sales topics you care about.
The following are notes from Ep. 149 – Relationships Determine Influence (Part 2)
In this episode, In the latest episode of SALES with ASLAN, Tom and Tab are joined by special guest, Marc Lamson, to continue their discussion from last week’s episode about relationships and why they matter in sales.
They unpack how relationships determine our level of influence (whether in our personal lives, with customers, or as sales leaders), and how emotions play into decision-making, even in a business setting. Because at the end of the day, everyone simply wants to feel uniquely valued and understood.
Listen to the conversation here:
Or check out the full transcript:
00:00
Tom Stanfill
Tab, it is another one more episode of SALES with ASLAN and I see that you are back in the headquarters and it’s great to see you, my friend, I, even though I saw you yesterday, I’ve missed you.
00:17
Tab Norris
Yeah. That’s why I always do too. It’s always good. When we’re back in the booth, as soon as we say in the industry.
Back in the booth, it’s just good to be settled in with a headset on and just bring in some more truth.
00:30
Tom Stanfill
Truth in the marketplace.
00:32
Tab Norris
Tom, I haven’t said this, so I’m going to say it.
00:36
Tom Stanfill
We,
00:37
Tab Norris
Today we have one of my favorite people. I mean, just a phenomenal person, done a lot of life together. Very wise, very different than me. Very smart, very organized.
00:50
Tom Stanfill
I wouldn’t agree with that Tab, but I agree with, I agree. I do agree with that.
00:54
Tab Norris
Really excited to have our guest with us today.
00:57
Tom Stanfill
Well, since you’re on a roll, announce our guest. We’re going to continue the topic that we discussed last week on rebuilding relationships and the importance of building relationships and take a deeper dive in that. We brought somebody who’s really an expert on the topic.
01:16
Tab Norris
Yes, he is. Welcome. Marc Lamson. Some of you guys have heard Marc before, he’s been a guest in the past. He is one of the ASLAN partners. So he’s a very important person. He does so much. He’s incredible with relationships. He’s incredible in all that he does. We’re really excited to have you Marc. Welcome.
01:37
Marc Lamson
Thank you for having me since I’m an expert. That mean my expert witness hourly rates starts now…
01:45
Tab Norris
Now.
01:46
Tom Stanfill
Yeah, no, this is different. Yeah. This podcast, it’s a podcast. Yeah. Tab, let’s bring, for those of you (even though I know all our listeners listen to every single podcast), but just in case somebody missed it last week, we talked about why relationships matter if you’re in sales relationships, just matter because relationship determines, influence, your people make emotional decisions and support them with intellectual alibis and those emotions, right? Have their connection that they have with you has a lot to do with those emotions and why they listen to you and why they’re receptive. Relationships determine influence, and in our personal lives, relationships determine how fulfilled we are. We’re never happier than our relationships. So we said, so what drives relationships? We talked about the, the, we all have these levels of needs. Most of the time in selling, we focus on, kind of what the business need is, whether they’re stated or unstated business needs.
02:40
Tom Stanfill
When we think about relationship, there’s actually a deeper need, which is our emotional needs. In our personal life, the emotional need, we all want love, acceptance, and we want to be valued. We want worth. We talk about there’s a law that drives relationships. Like, did you, do people feel loved? Do they feel accepted or do they feel worth, but in that’s a little deep, right? That’s a little, we don’t want to think about, Hey everybody, I talked to you, I’m gonna love them and accept them. And I mean, there’s truth to that.
03:07
Marc Lamson
I love you, Tom.
03:08
Tom Stanfill
Thank you, Marc. I’m very have a lot of problems that see how he did it. Did that,
03:24
Tab Norris
Does that make you feel good? You want to buy something from mark right now,
03:32
Tom Stanfill
Even though, even though you have a lot of faults, but we talked about in business, it’s really easier to just think about it as people want to be uniquely valued, right. They want to be uniquely valued. So, and thinking about this topic as we kind of we’re debriefing on the show Tab and I was talking to mark about it, he realized how good mark is. Like when I interviewed mark for this position, what mark was that 13,000,
04:03
Marc Lamson
2005.
04:06
Tab Norris
Time ago,
04:07
Tom Stanfill
A long time ago, you flew to Atlanta and within two or three days, I got three big, huge lobsters sent to me and I opened the spot slot because he picked up that I love lobster. Our whole family, I mean, we just had a blast. I mean, that was just completely unexpected. Right? He demonstrates how to meet emotional needs by what we talked about. Tab serve more so tab. Mark, I will let you kind of unpack services.
04:40
Tab Norris
Can I say, I want to set up the credibility of our, our host, because it is so true. I got to tell one more story to just show you guys how authentically mark does this. So he really is an expert. You and I said, just shut up. Even talking about this time, remember we did a rollout for a client everybody’s going to, and we had all these trainers travel, do this massive program for a client and is in the medical, I mean animal health space. Okay. I mean, everybody worked their butts off traveling. It was a tough climb. I mean, we just had some tough challenges and we kind of had to work to everything. Everybody received at home. Mark sent every trainer to their home, packed in ice, a packet from Omaha Viets or whatever. It was cat, it was steak and it was fish,
05:37
Marc Lamson
All his.
05:38
Tab Norris
Feces that we worked with. It had pig.
05:44
Tom Stanfill
Cat for a second. It had cats.
05:48
Tab Norris
I mean, I’m like, I, I, I, it was so perfect. I mean, that’s so mark, he always does more and it was just so awesome. Such a perfect example of what we’re talking about.
06:01
Tom Stanfill
Yeah. I agree with you. I agree with you tab. I, they do feel like mark is the best at this and our organization. I think it’s also, if you’re a leader, we talked about, I guess last week on the show, we talked about really applying this to customers or just in our personal lives. But, but as a leader, right, we have the same relationships with the people on our team. And how do you serve more? Right. How do you serve, how do you care more, learn more and do more with the people on your team, which is what mark does so well with our organization. So, so mark, I know you’re passionate about this topic. I think something, I think what happened is something happened during the week and you’re like, Hey, I want to talk about it another, that’s a great idea. Let’s tee this topic up again and go and dive deeper.
06:46
Tom Stanfill
Because I think we covered so much last week, but sometimes people are like, well, how does this really work in a, like an email or how does this work in a three-minute call? Or how does this work, over time or in business. So, so mark, we’re going to give you the mic, talk to us about how to serve more.
07:03
Marc Lamson
Well, thank you. Yeah, it is. I am passionate about this. I think it’s just important. It goes back to, I mean, it’s kind of a self centered, other centered thing because our moms and dads hopefully taught us, it’s better to give than to receive. Honestly, if I’m being transparent tab, it’s like, I feel good that everyone’s like, I love my Omaha steaks. You know? It’s like, yay. That was such a great idea. Good. I feel good about that. But.
07:38
Tom Stanfill
It is in your best interest to serve. It’s like tricking your bet. You can’t do it so that you get the accolades because then that’s, that’s actual manipulation. When you do it comes back to you. If you give it freely, it comes back to you. It’s, it’s the way we’re wired. I saw I got to share this mark. I’m interrupting you. I know, but I got to share this. It’s like, God put that in our DNA. It’s like, even, even creatures have that, like I watched a video, I shared it on LinkedIn. Yes. Last night, this turtle was flipped upside down in a pool. There was like 50 turtles in the pool, all the turtles, the turtle couldn’t turn over all the turtles, swam to the turtle, got underneath it so that the turtle could be on top of them. And then it flipped it over.
08:22
Tom Stanfill
I was like, this is like even turtles, no, to.
08:25
Marc Lamson
Help.
08:26
Tom Stanfill
A turtle. That’s in trouble. It’s just like, we are wired to serve. So, so I had to share that mark. But so with that,
08:34
Marc Lamson
Well it’s good. I mean, we are, we’re wired to serve, but somehow like life gets in the way I think we get busy. Everybody’s just gone a hundred miles an hour to do lists and just, we’re not present and yeah, I’m here because I have a, complaint’s the wrong word, but my feelings got hurt recently and it’s more than my feelings. It’s more, it’s more about talking to our audience and say, as sellers are you doing this by accident? Are you not taking full advantage of the opportunity to completely serve your customers and the people that are important in your life? So it really starts with one letter. This is, this is this I’m on this podcast because of one letter.
09:22
Speaker 4
I’m drawn in. That’s a good second.
09:24
Marc Lamson
Exactly. Now I’m going to be, I’m going to hold that. We’re going to come back to that letter. So only 26. Nothing good is like extra fewer Z. So you can cross those off 23.
09:40
Speaker 4
That’s.
09:40
Marc Lamson
Great. If we w I have to assume everybody, that’s still listening to this painful start is that, we’re here because we agree. We, we, our job is to serve our customers, fully serve our customers. And Tom, you mentioned this right. It’s about a business needs and the solution, but it’s about the emotional needs that our customers. And, and for sure, this is going to be a 50, how do we do this at work? How do we do this at home? How do we fill, fulfill, serve, meet the deepest emotional needs that we, that people in our lives have, whether it’s our customer for a 8.3 minute phone call making an inbound reservation to people we work with over years as a rep, as a customer, as a coworker, or as a, husband, wife, son, daughter, whatever it might be. This is, it’s the people in our lives.
10:35
Marc Lamson
It’s the relationships. You mentioned laws. We’ve talked about that is when we really unpack that. It’s really about Tom. You’ve said this before, it’s this unique it’s uniquely valued, uniquely appreciated, uniquely understood. And, and this unique word, if you’d write down one thing for the first half, it’s about what is unique, that’s, what’s important, treating people unique. What do you notice that unique? That’s right. That’s right. What do you notice that unique and ask yourself what’s unique about your customers? If you’re like, I don’t know, then pay attention because we’re missing that. Right? And, and let’s talk about selling. This is something to better serve your customers and there’s an upside to this. It, it separates you. It makes you different among other sellers. I mean, one of the good things about selling today is that there’s a lot of really bad salespeople. So, you don’t have to be the best salesperson ever.
11:36
Marc Lamson
You just have to better. It’s my, I always give a plug to this, some of my favorite books. Cause it’s, cause it’s see, first of all, I won’t show the title. I’ll show that I’ll show how thick it is. Thrill thin. I love books, my favorite books, but it’s 212 degrees. For those watching our video podcast, the extra degree, the little bit of extra effort to move water from two 11, which is nothing to two 12, which is boiling, which creates steam, which can drive engines and locomotives and generate electricity. Can we apply that same principle? Are we just going through the motions?
12:11
Tom Stanfill
One degree matter,
12:12
Marc Lamson
Little tiny extra effort makes a huge difference because everyone wants that special inside track. So, so let’s talk about what that feels like as a customer first, before we talk about sellers, right? Can I, can I put you guys on the spot, anybody willing to admit that you go to a certain restaurant, coffee shop, maybe a mechanic, maybe a salon. I’ll use that word here.
12:43
Tom Stanfill
We’ve marked, this is a PG podcast, right? Tablets.
12:52
Marc Lamson
Because of how somebody treats you, not because the food is better or it’s gotta be all relative, but like the real tie breaker is, somebody there knows you and like knows what’s going on and they just do something a little tiny bit different for you. Anybody willing to admit that.
13:14
Tom Stanfill
I can share quickly positive and negative. I got cut my hair. From what? The time I was 13 to the time that I was probably in my thirties. He did a horrible job every single time, but I loved him and I’m like, I don’t know. I just loved his name was softened. And I loved it. It took me years to go, okay, I’ll go to somebody else. I went into somebody who did an amazing job and she was cutting my hair for a while. I loved it. She goes, so where are you going next week? Well, I’m going. I’m like, I’m going on a cruise? And I’m so excited and blah, blah. I told the whole story about, we’re share it. We’re celebrating our 25th wedding anniversary and blah, blah, whatever I get back. And she says nothing doesn’t scare. I started telling her about the cruise and she just kind of glazed over and I’m like done it.
14:02
Tom Stanfill
It had nothing to do with the quality of my hairstyle.
14:06
Marc Lamson
Yeah. It’s, it’s the, the point of this is we thought like do this. We do this in training, but people go to coffee shops and things because of how we’re treated. They, they either remember you what you need. They’re paying attention that you’re, you’re bad. You’re bad barber for 20, some years cared about you. Your it’s not about, you can give people bad service and not sell them something it’s just means when people are really looking for. Yeah. Yeah. The other person vice versa, we go to coffee shops because why it’s certain coffee shop because you’re in line with a bunch of strangers and you walk up and the person, the barista or whomever says like, Hey, they let me know your name. They just see you and your face. They’re like, you know, large, snickerdoodle hypothetically, One cream, one sugar and like, yeah, please.
15:07
Marc Lamson
You kinda like look around at all the strangers and say, look at that. You see how my 2 95 is like really valuable. Like, there’s something about this inside track, whether it’s the manager, the restaurant knows you and your wife. I had my, I had my car serviced by the same mechanic since I’ve been in Rhode Island, which is since 1993, I went there. I took my, I said, Hey, somebody give me a referral, took my gum, my oil change, their spit $19 had a coupon. The next morning the manager called me. He says, Hey, I was looking through our records. I saw it was your first time here. I wanted to personally reach out and say, thank you for coming. And to make sure everything was okay. If there’s anything I can do, let me know. So well, sure. It was. Thank you very much.
15:59
Marc Lamson
First time here, unique, he stopped and looked and it’s just true. His name is J and J they quick tire and auto. We field Rhode Island and well, and just like now I felt like, well, of course, I’m going to go back here the next time and the next time. So, as a customer, people who are paying attention to what’s important to us makes us feel good. So, so what does that mean as sellers? I’m going to remind everybody, right? I won’t pull up the slide, but we talk about serve more three steps care, learn. Do we really say serve more to the third? I don’t really have to say that it looks good on a slide. I don’t know how to say that, but serve more three or to the third, but there’s three steps. And I think this is what’s important. People are like, I can’t remember all that stuff.
16:46
Marc Lamson
No, it’s three steps. There are, there are three things. There are, there are, five steps to making a bacon, egg, and cheese sandwich, which I’m teaching my kid before he goes to college. Cause that’s on the list. There’s there’s steps to that. And there are steps to serving more. You’re 20. Now it’s time for you to learn how to make a bacon, egg, and cheese.
17:05
Speaker 4
You have arrived.
17:06
Marc Lamson
Steps to learning more and it’s care learn do, but it’s decide to care. And, and this is the missed step by everybody. You think this is the bit they think this step is the biggest, well, it’s impossible to learn. It’s, it’s impossible to do because rare, this really comes out. As people are doing things, we just all talked about things that people are doing, whether it’s lobsters on my house, stakes, whether it’s asking you about the cruise, whether it’s remembering your coffee, whether it’s asking you about your, your first experience at a quick do is how this manifests itself. Right? By the way, we’ll talk about do is not like spend a lot of money and like build their house. It’s tiny, but we can’t do unless we learn. We, for sure won’t learn unless we care. We for sure won’t care unless we decide.
17:59
Marc Lamson
It has to be in that order. You have to say, because we get on the phone or we go to a meeting, we’re like, I’m busy, I’m tired. I get my to-do list. Okay, great. What’s the deal worth a hundred grand. And here’s my commission. Let me just soak her to focus on this. I lose track of the other person and that they just had the exact same set of thoughts and busy-ness and stress that I had when I just talked to them. They’re in the same exact place, but we’re all smiling like, oh, how’s things great. I mean, no, it’s not really there’s things. I don’t know how I know how to teach. I can tell you how to do and talk about how to learn. I don’t know how to help you decide to care except for do this podcast. Let me bring it back where someone’s not making that decision.
18:42
Marc Lamson
Let me talk about the one letter I already said, it’s not XE or QRX. Cause none of those things are ever in letters. It’s it’s the last letter of my name. My name is mark with a C somebody I’ve worked with and people get it wrong all the time and that’s fine. I get it. There’s a, there’s a, there’s an account manager that I’ve worked with for a year and a half. We just exchanged emails and she sent me a note and she says, hi mark, with a K. And what’s crazy. And email is right below that. I just signed my name with a C. I don’t really care about the letter. What I care about is what’s going on in my brain sellers. This is what your customers are thinking when you’re not treating them when you’re not paying attention, when you’re not deciding to care, learn, do let me be clear.
19:38
Marc Lamson
Let me be clear. The care learn, do that. I’m after is spell my unique name correctly, that hard copy and pasted the four letters from the bottom and right. So what do you think? I mean, when someone you’ve been working with a year and a half, spelled your name with a K, what goes through your brain?
19:57
Tom Stanfill
They don’t care.
19:58
Marc Lamson
They don’t care or what works are lazy unintelligent. I mean, careless.
20:06
Tom Stanfill
I don’t think it’s an intelligence thing.
20:08
Marc Lamson
Carelessness, I see careless about my it’s not about my name. It’s about, well then how are they treating me and my account when they’re paying attention to the thing?
20:19
Tom Stanfill
Same way. Exactly.
20:21
Marc Lamson
Let me give you some other quick name limit. Let me give you all the things that people are missing. A guarantee, everybody on this call, it’s listening to as miss these things, how to spell people’s names. Okay. That’s easy in email. How to say people’s names.
20:36
Tom Stanfill
Oh yeah. I got to share it. I just funny, you just reminded me of this. I had a meeting with someone in Europe this week, or maybe it was last week. I looked at, I didn’t know who, I didn’t know how to say his first name. I looked it up on Google and had Google pronounce it and also saw that the guy was from, it was a Brazilian Portuguese name. At the end of the thing, I, well, first of all, I started the conversation off and pronounced his name correctly. At the end I said, so you live in UK or are you originally from Brazil? He just, you could tell, he just sat back and like, no, I’m Brazilian. Right. And it was like, it was.
21:13
Marc Lamson
Perfect. It.
21:15
Tom Stanfill
Was like, and I, you just reminded me of that because I care. Like I like pronouncing the products correctly. Like, that’s something you’re very good at that mark. But I struggle with that. I don’t know what, because the way my brain, but when we’re working with a client and they have certain products they care about and do I say them correctly, versus I butcher them. I care about that because it’s a value you value what they value.
21:37
Marc Lamson
And then this is what’s important. Forget Omaha steaks. Let’s go to the, how long did that take you to demonstrate it to him? That you care?
21:44
Tom Stanfill
It took me literally 30 seconds. Yeah.
21:47
Marc Lamson
That’s what I care. I just don’t know how else to simplify that, but people don’t do it. Like I’m challenging you to stop. The next name you see now, I don’t know how to spell that name. You know? Like, or say it, go to LinkedIn. A lot of times they have it on LinkedIn that people put their little, there’s a little thing on LinkedIn that says, here’s how to say my name and it’s their name. It’s like them saying it or Google or in the old days, I’d call their office phone after hours because what’s on their office, phone, their voice saying their name the way they want their name said. I mean, it’s not difficult.
22:22
Tom Stanfill
Yeah. I think, I think people, I believe, and I landed on this a while ago and I, I can’t prove this, but I don’t think it’s a character flaw. Like I think most people want to do this. I think it’s either, I think it’s an awareness problem or they’re too busy,
22:37
Marc Lamson
It’s just, yeah, we just, yeah, we just don’t know.
22:40
Tom Stanfill
Like they’re so busy. It’s like, I got so many emails come in and I’m trying to catch up and I’m trying to keep up. And I think it’s choose problem. A lot of times, I think it’s like, where am I going to choose to spend time? Or they’re not aware that this communicates who they are. This is what I used to tell my kids. I said, I remember asking my son. I said, when he mowed the yard, I said, Mo, you mowed the yard account on a scale of one to 10. How well did you mow the yard? He says, probably a four. I said, are you a four?
23:09
Marc Lamson
Right?
23:10
Tom Stanfill
Because no. I said, that’s what you communicate. You communicate your afford. When you don’t do things with excellence, you communicate, you don’t do things with excellence. You’re not, it’s, this is who you are.
23:22
Marc Lamson
It’s it’s people are self-absorbed people are, we’re all self-centered. Let me, let me, this is my belief about other centered we’re digging. We’re talking about a key element of other centers. We’re all self-centered. We are humans. We have survival instincts. I’m big into boating. Then, the coast guard, rescue swimmers say 100% of the time when they jump in the middle of the ocean and go some over to save somebody, the person starts beating and pounding and jumping on them, trying to drown the rescues over there are trying to survive. They’re trying to like hurt the person. Who’s trying to help them because they just can’t. It’s just, yeah. They’re freaking out. Yeah. I, years ago, Tyra and I, my wife and I put a bunch of mailers in the flyers, in mailboxes, in the neighborhood and said, Hey, we’re having a cocktail party. Like, the weekend before Christmas, like come over for a couple of hours at our house, I have a couple of drinks, whatever.
24:20
Marc Lamson
And, and there was like 12 and it said like, just please let me know by like Monday. I can like buy food and stuff. There neighbors that I know on Monday three of 12 people said yes or no. They called us in to call us and all that stuff, there’s so I’m like, oh, what happened to the other nine? Like, like, what do you do? So, and so what did I do? I called them. I’m like, Hey, dammit, give me a reply.
24:47
Tab Norris
Yes or no. You in or out.
24:49
Marc Lamson
Half were yes. Half were no. When you, when people said, oh, I’m just been really busy with the holidays. Like, is this FCC? No s**t. Like, so am I like, we’re all like, we’re all exactly in the same situation, but you’re so self-absorbed, and this is why it’s not a character flaw. It’s just that we can’t stop our brain from realizing that we’re all brothers and sisters in the same boat with the same set of issues and just different and just pause. And you’re really not that busy. And you’re really not that important. You really don’t have that many problems compared to everybody else. Cause we’re in the same boat. And I don’t know how to teach.
25:29
Tab Norris
Well and can, cause I think I struggle with this. I probably more than YouTube, I may be more like more, most people I don’t, I love to make people feel unique. I do, but I’m not very good at it. I don’t think it’s because I don’t love people and I want to do that. I just think it’s gotta be moved up in my priority list. You know what I’m saying? Like, example, let me just say this mark, because this is part of the problem, kind of what we do to people, what we want them to do to us, I’m low maintenance. Like I.
26:01
Tom Stanfill
Don’t,
26:02
Tab Norris
I am very low maintenance and some of our listeners are low maintenance. Like I don’t eat, doesn’t take a lot, just don’t spit my face and kick me in the, whatever,
26:09
Tom Stanfill
You know, that’s.
26:10
Tab Norris
True. And I’m just low maintenance. Therefore things don’t bubble up on my radar. Like if someone mispronounced my name and be like, whatever, I mean, that just doesn’t mean anything. Well, it’s not about me to your point. It’s about them because, cause I could crush Mart by putting a K on his name and I’ve had, and that’s on me because I need to know that’s important to mark. I need to treat him like that. That side, I do think that’s a,
26:35
Tom Stanfill
That’s a really good point to have. I don’t, that’s a super, that’s a really important point because a lot of us, we naturally default, if we’re going to do this more and we’re going to say, okay, yeah, I want to care more. What we do is we default to how we would like people to treat us and we think, and so part of being other centered and serve more is really thinking, how do they want to be treated? Like if we’re relational, for example, we’re like, oh, I’m going to serve them because I said, we’re going to talk. I’m going to ask them about their country club or their personal life or their golf or fishing or we’re going to, and they’re like, I don’t wanna talk about that at all. I want you to get in here, talk to me as fast as you can and leave my office.
27:13
Tom Stanfill
By doing that, you’re building a relationship and your care learn, do more because you’re being exactly who they want. They want short emails, they’re busy, they’re whatever they are. I think that’s a really good point. It’s knowing your audience and being able to say, I’m going to adjust and that’s the learn part.
27:30
Tab Norris
Yeah. Cause what means something to me is mark, if you and I hang out together, that makes me feel uniquely special. Like if you actually want to spend time with me where what I mean? So I just.
27:41
Tom Stanfill
Go back to the five love languages.
27:43
Tab Norris
It, but it’s all up to your point, mark. It’s all about being other centered. It’s not about me. We all, I love the swimmer analogy. We default to self. I mean, I’m fighting from all I we’re down here. We’re going to go for ourselves. I mean, that’s what we’re going to naturally do. We’re fighting that.
27:59
Marc Lamson
Yeah. There’s a kind of put this, let me move this. Try to tactically. I’m watching our time and try to really give people some real tab. If you’re like struggling with, I feel like I don’t do this. Well, let me just throw out some things and let me just put a bow on the whole name thing. It’s not just persons name and how to spell it or how to say it, but it’s yeah. It’s company names. We spell our name, capital a all caps. Azlan you see it? You’ll never see me or anybody else in the company, write it without all caps. When people write back or some of our marketing people write a capital a and also why don’t they stop and look at that? Don’t they stop and realize that we do that because why we do that. You remember why we do that?
28:40
Tab Norris
I definitely remember when people thought were Asian training. Yeah.
28:44
Marc Lamson
Yeah. It’s Asian training and Asians fine. Except for they have an expectation that we’re providing, translation services or something around Asia. That is definitely not in our sweet spot. So.
28:57
Tom Stanfill
I speak Mandarin, but not.
28:59
Marc Lamson
Cantonese. We’ve done that for a reason. We have a, we had a client bliss, spa bliss, small B, always a small B. It takes extra effort because when you start a sentence with bliss, it capitalizes the beat. You have to go back and change the beat. A small, I kept doing that spending an extra 0.8 seconds. Every time I sent an email, finally, the director said, I noticed you always write small B. And he said, thank you. He said, you know what? I would use it. I said, no, but I know that it’s important to you. He says, because we want it to because capitals are too abrupt too rigid. We want to be soft and soothing. We’re a spa. We want you to relax.
29:39
Tab Norris
All that’s really.
29:42
Marc Lamson
Good. Chris or Christopher, pat or Patrick, what do you do ask you? Just say, I’d had to call him today. Christopher, Christopher, you prefer because to your point, it’s Christopher, but that’s a lot of syllables and there’s a harder to spell and the whole OPH thing, maybe I get confused on and I’ll just say Chris, cause that’s what I want to do. I said, yeah, Christopher, what do you prefer? Is I prefer Christopher so great. He said, thank you for asking.
30:10
Tab Norris
Yeah, my default is I do the full name. If there’s, if I look for an email, first thing I do is I look for an email, anything written and whatever they put in there that they call. If they say pat, I call him pat, if they don’t do it, if I don’t know that I use full name and then I ask, so it sounds like you do the same thing.
30:27
Marc Lamson
These are all small things that let’s move on your sellers. It was way beyond just how to use names. Like people are like, yeah, well, you have to get to know people and that type of thing. I would say, no, that’s not true for when you talk to people for 30 seconds. Like, let me just give you a short list of things that I have personally learned, seeing done to me. And then I’ve done. I’ve I’ve done this to do more. That has had a reaction when you have a conversation and somebody says, oh, Hey, Hey, do you have a minute? Or yeah. Oh, I gotta go tab. You just said, you just said, I gotta end this at nine o’clock. Cause I have a meeting. I’m thinking about that. I’m thinking about you are going to meet and I’m going to finish in time so you can be prepared for the meeting.
31:13
Marc Lamson
When we’re done, I’m going to say good luck with your meeting or who is it? When, when a person says I’m getting ready to go, this is what’s. This is what people have to understand. When someone says, Hey, I got to wrap this up soon because I’m going to catch my son’s baseball game. You are in one of two places as a seller. You either see that as extraneous information that you’re going to have to hurry to get your point across, to hope you make a sale and get a next step. Or you say to yourself, I’m wondering, what’s going through this. Person’s mind about their son and that type of thing. They said it, therefore we know what it’s important to them. Simple rule, simple rule people we say at home. We say, if you love someone what’s important to them is important to you, period.
32:02
Marc Lamson
Not about right or wrong or it’s three or disagree. And so let’s use it in selling. If someone you care about, if it’s important to them, it’s important to you. The person I’m caring about the customer who I just met, says I got to live leads. I guess my son’s baseball game. They said it, I am going to, I’m not going to necessarily say, what position did they play? What’s their number and what’s their stats. Can I see their, their I’m going to say, enjoy the game. Good luck. I’m going to remember that the focus is them. We are going to wrap the meeting up. I’m going to end. I’m going to end how we started. I’m going to put a bow on this because honestly, compared to her son’s baseball game, whatever we just talked about, sales training stuff is really not that important.
32:47
Tom Stanfill
Yeah, that’s beautiful. When you see them the next time, if you say, how did the game go? Watch their reaction to one. I’ve even seen people look at each other and go, he brought that. So, cause a lot. Here’s what will happen. I’ll another example is people will get interrupted. Watch this a situation. Somebody tells a story. You’re going to group. They start telling the story. It gets interrupted. Waiter comes, something happens, whatever, what, no one will come back to the person and say, you left off. You were telling us about your son’s game. What happened? Watch that will does not happen, but be the person that says, Hey, you were telling that story. And we got interrupted. It’ll it’ll blow their mind. It will blow their mind. Such little things.
33:32
Marc Lamson
Two 12 back to the 212 degrees. Yeah. And you mentioned a good point. I’m going to, I’m going to put that point again. This is where it belongs about the baseball game. Be careful because the way that you serve more as you match their style, and some people are tasked, which is, I went to a game. Some people are relational, which is, I went to a game and I’m going to tell you all about how the position, how the game ended. And there are two outs, right? It’s about, do they want to engage or is it just about information, another salt, their body. I can’t believe how many comments I’ve had about this. You’re a seller. You call somebody, you leave a voicemail email. It says I’m out of the office until Monday the 22nd. What do most sellers do? Who want to sell to that person?
34:12
Marc Lamson
Because it’s important to sell to that person. What do they do.
34:15
Tom Stanfill
Send instead of an email.
34:17
Marc Lamson
On the 22nd, they say, Hey, I know, and they say, welcome back to me. What do other centers sellers do? Well, they realize that if someone’s been out of the office for a week, whether it’s work or personal or whatever, they’re probably got a bazillion emails. They wait until Tuesday or Wednesday and they say, I know you’re out of the office. I thought I would give you a couple of days to get caught up before I send a note. I can’t believe them or people say, thank you so much. You’ve gone to the top of my stack because you, those are words that we teach. People think about the situation. So it’s their name? It’s what’s, they’re doing it’s it’s when they’re in or out again, these are all things that take no relationship or no time or no money, but it’s the situation they’re in.
35:07
Marc Lamson
Are they driving? I was talking to Mary at one time and she said, it sounds like you’re driving. How about I send you a text? This is before all these things were on me. She says, I’ll text you the directions to the hotel. Okay. Thank you. It sounds like you’re getting, Hey, you’re leaving the country. I’ll wait until you’re back to ship it to you. What, it’s just all these little things that you’re picking up, what unique.
35:31
Tom Stanfill
Well, and it can be like, I remember were working with American airlines and some people would call and they were flying needed to get a because of the hurricane was heading towards your city.
35:39
Marc Lamson
You.
35:40
Tom Stanfill
Know, you could just kind of be interested in that. Oh, I’m versus let me look up your options. I mean, it’s just, it’s carrying.
35:49
Marc Lamson
Tab. You may have done this, Tom. You’re on. You’re not quite there. You’re getting in deep, personally real quick, but my parents passed away and when your parents pass away or when someone loved one that passed away that you kind of manage their estate or their, their affairs, you have to go call up a whole bunch of companies and say, turn off the cable, turn off this, turn off that. It is an amazing exercise in people’s other centeredness. You get everything from, oh my God. That’s all like as sincere. Yeah, that’s terrible. To maybe a question or two, you get that, you get the corporate, they’ve given them something. If someone says this, don’t engage, just punch the button. Some people are like, it’s like I just said, I’d like to have a hamburger for lunch and they just ignore it. They just, I’m sorry.
36:43
Marc Lamson
Anyway, what would you need a death certificate? They died.
36:52
Tom Stanfill
A death certificate. What day did they die? Could you have this by.
36:56
Marc Lamson
Thursday? Let me, let me just lean into kind of in shift that maybe straddle the straddle on the, go to the other side and talk about kind of longer-term and maybe move into home, because this is where this really kind of comes to fruition. I think, right? My wife and I have been married 27 years. Awesome. Super regular, amazing wife. Awesome. I’m not going to get too heavy here, but I’m going to give you that tactical list. Like how do you do this? It starts with, I wrote down pay attention, but it’s, it’s deciding to care. We used to do this thing called Friday nights. We were young. We were used to go out to dinner. George’s fish and chips. Listen to this. I want you to think about this dietary thing. Friday night in the winter in Rhode Island in 1995, all you can eat fish and chips and claim cakes and chowder and how that sounds.
37:49
Tom Stanfill
Really good.
37:50
Marc Lamson
Middle of winter. We would talk and we say it was a Friday night thing. We’d say, Hey, how’s things, what’s up. What’s going good. What’s not going good. One of the nights she said, what? I’m p****d about? Like, no, my wife had got up in the morning. She was a school teacher. I would get up first. She would get up later. She made the bed. She’d go teach and see each other. The end of the day, once in a while, she would get up before me. She would get up. I would get up well, because I didn’t make the bed when I got up first because she was still in it. I also didn’t make the bed when I got up last. Yeah, I get it taught that lesson 10. It p****s me off. Like, it’s like, and to your point, like I never, I didn’t think about that.
38:34
Marc Lamson
I’m like, well, you’re going to make, I just didn’t even, it didn’t even cross my brain.
38:37
Tom Stanfill
It’s not something you care about.
38:39
Marc Lamson
For 27 years, if I get up second, I paid the 38 seconds. It takes, we’re not talking about west point tab, bouncing a quarter off and all that stuff. There’s no inspections, but I just kind of reach out, just sling it over and throw the has. She’s like, that’s just dumb. Fill your life with dumb, silly things. Make your compliments specific. Someone did something, whether it’s the way they look, whether it’s what they wore. It’s whether what they gave you. It’s whether, what they cook for dinner. It’s just be specific. Don’t just say that was good. I really appreciate that. You put extra cheese on that or whatever. Yeah. It’s about, I’ll wrap up personally with this it’s about being a good gift. Giver and gifts are a relative term. I don’t mean like you have a big pile of presents under the tree with bows on.
39:29
Marc Lamson
I mean, you’re paying attention to things.
39:36
Tom Stanfill
People watch.
39:37
Marc Lamson
People and people are like, I can’t remember that. I agree, but what happens if your buddies call you and say, Hey, let’s go play golf four weeks from now at 5:00 PM at this time, you’re not going to remember it, but you sure as hell are going to take a second and put on your calendar. You remember the same thing applies when somebody you care about says, oh my God, Jason drew, I’d love to go to his concert sometime. You just write it down. You just write it down. You have a spreadsheet. I can teach you about spreadsheets. That’s another, that’s another lesson. I just, I keep a spreadsheet,
40:13
Tom Stanfill
Put it on my calendar.
40:14
Marc Lamson
It’s where my brain goes. And I just say Jason Derulo concert. I have tons of things on that list for people in my life. When they say something, do something. When you’re shopping, I don’t know Tom. You like to shop tab. I’m not sure about you. Like if I go to the mall with my wife and she goes into a store, maybe I don’t go into the store. Instead of being bored and annoyed, I pay attention. What dress us? You hold up. What does she put back on the shelf? Maybe I go back later and talk to that salesperson. Is that a good dress? A bad dress. I don’t know. But just bad memory is no excuse. It’s not about a memory. It’s that you care to just write it down, send yourself a text on the phone, anything and get on a list. When it comes gift time, and by the way, the best gift time is non gift times.
41:02
Marc Lamson
It’s for no reason, it’s for no reason.
41:05
Tom Stanfill
Knowing that you’re your spouse partner, friend, customer loves gifts or doesn’t love gifts, whatever it is. It’s knowing what they like. My wife loves to gifts like that. I don’t like, that’s not that big a deal to me, but my wife loves gifts and she loves acts of service. Like the best way I can love my wife is know that I made the bed or I will clean something or the house is neat or anywhere. So I can R cook for her. I could care less about any of that stuff.
41:37
Marc Lamson
Like you’re going out for dinner that she’s going out for dinner with her girlfriend. Like I’m going to wash your car for, you.
41:41
Tom Stanfill
Know,
41:42
Marc Lamson
We were at a hotel and they had one of those salt and pepper shakers, but there’s a grinder and it’s both salt and pepper. It’s like, this is really cool. Like I just google it, find it. I spent 9 99 on Amazon and gave it and put it on the dinner table. Like one timing. It’s not about money. It’s not about this elaborate thing. It’s about, it’s just about paying attention to.
41:59
Tom Stanfill
Yeah, because it makes them feel that they are a unique human being and they are valued, which means they’re different from everybody else. None of us want to be, we’re one of 8 billion people. Oh, whatever. You’re just one. It does not. We want, we want that to know that we’re connecting the value.
42:18
Marc Lamson
Yeah. Tommy, I’ll wrap up with an example and then kind of a takeaway here. We’re trying to wrap for time tab, but one is Tom, you did this. I meant, I meant to set this up better to, to not say that it was you, but I, I missed the setup. Early on, when I started working at Azlan, we had young kids. You might remember this, you said, what do you guys like to do? I would love to go out to dinner, just talk with kids and this and that. What’s like, what’s the best restaurant in Providence is what you said. I’m like, I don’t know. I mean, go to Providence. Like it’s expensive. Like, we have kids in Rhode Island, that’s a half an hour. That’s like, well, that’s a big trip. Can’t do that. I’m like Capri shows is a, and I’m perfect. I said that.
43:00
Marc Lamson
And we’re just talking. It’s like, we’re just having a conversation. I don’t know. Three, four months later were humping on a hundred miles an hour. Like things were just busy and just crazy. He was like, I’m going to fly to Providence. And, and if you can get a babysitter, I’m going to take you and Tyra to Capri shoes. And we’re going to go downstairs. We’re going to get that big fettuccine. Alfredo may right at the bowl, right at the table and like blow it out. And the dinner was expensive. It was really good, but what was much more? I’ve told that story many times what’s much more impactful is for you to stop. Write that down. Remember that, pull it up when it was most needed when were grinding and go spend the time and effort to do that. But thank you. It makes me feel good.
43:43
Marc Lamson
It makes me feel unique and special. The closing, by the way, you have to be a good customer and a good gift receiver as well. People do these things say, thank you, be specific. You gotta, you gotta, if the restaurant takes care of you, like go to the restaurant, make it a point to go there and spend money. This is all really about the emotional bank account we’d have with everybody. That’s Stephen Covey’s term. It’s a.
44:07
Tom Stanfill
Real love that.
44:09
Marc Lamson
You’re making deposits. You’re doing things and always better to have deposits. So, so we’re probably gonna wrap this up much in our time here, tab, what are your takeaways? I wrote down just three things. One is you have to start the siding to care if they’re important, right? If what’s important to them is important to you and pay attention to what’s unique to me, that’s the key. You have to say, I’m going to pay extra attention to this person. I’m gonna decide to care. What is different about this person? What is unique to them? That’s what’s their unique style, their unique interests, hobbies, where they live, what they do, something about them makes them different and what’s important to them. And then apply that. I just said, take five of your customers. Whether you take phone calls, whether you have accounts, take people at home, look at five customers that you, you want to put out a list and then run them through this little assessment.
45:21
Marc Lamson
I said, do you care about them? You’re going to write. Yes, but I mean, that, one’s good.
45:26
Tom Stanfill
I think that’s mean, I love that mark. I think I have a challenge, a group to do that recently, where I said, just do it for a day before every meeting stop and ask yourself this question. Who’s first. Just decide for that meeting that you’re going to denture it. Look for, if you, I’m sure there’s times you’re going to have to talk, but primarily just focus on them and try the serve more with everybody that you talked to that day, just one day, stop and decide. Remember when you’d make that decision to say, I’m going to be more successful. I’m going to sell more. I’m going to have better relationships. I going to be more fulfilled if I do this and then just test it.
46:10
Marc Lamson
Yeah.
46:11
Tom Stanfill
See what happens.
46:13
Marc Lamson
Yeah. It’s just, yeah, that’s right. Just, I said five customers. That’s whether it’s a day or five customers, do you care? You ask these other questions and this will test your answer to that question. What have you learned about them in your relationship or what do you need to learn? If you’re a little blank there, you better back up to step one. If you’ve learned something, what have you done? Or more importantly, what can you do to demonstrate something that’s unique about them? That’s important to you and just make that list.
46:45
Tom Stanfill
I think it’s good to mark to remind people that you can’t do this with everybody. Correct? Right. You’ve got to choose there’s too many. This is what I think one of the number one reason, I think the number one reason is that people are just overwhelmed. We’ve got, I don’t know how many messages we get a day. I don’t know how many emails, texts that would be. Just, I just, it’s just so much information. The people running at such past fast pace that you have to choose of course your customers or people you choose your close people closest to. And we tend to respond to pressure. The pressure is doesn’t mean they’re a priority, but we respond to people, right? We friends who want our time, who really, you’re not that close friends with you, right. Or, or people like, give you a hard time or B, you got to choose who you want to do this with.
47:33
Tom Stanfill
That cause that can keep you from serving well, is you’re too busy. You’re overwhelmed. You got to choose.
47:40
Marc Lamson
I think I would say you have to be present. So, so you do have to choose. I want to be clear with people. There’s some things we’re talking about, which is getting to know people, getting to know their interests, doing things, waiting, long-term buying things, serving them, making your lists. I would encourage you that if you choose to spend time with anybody or you find yourself in a situation, just be present. I’ll share this story. I, I, I fish a lot and the fishermen on other boats and I meet people that I haven’t met before. I met a couple of guys, w well, I met a guy I’m gonna let the guy know his name was Tommy. We had a member of the new England Patriots come, go fishing with us, which was really cool. That’s great. This guy, Tommy knew this guy from the Patriots.
48:41
Marc Lamson
I said, Hey, how’d you guys meet? Just because I’m interested and see, this is where I want to give a real, I dunno how to make this sound like I’m trying to help people versus say something I did, but it’s, this is a testimony of what you just said, Tom, we’re overwhelmed. We’re going too fast, but people are not present. Yeah. Forget my choices. I decided to be here in this moment with Tommy and this guy from the Patriots. And I think that’s kind of cool. We’re going to go fishing. I S and I decided to say, how did you meet? Which we all say, cause you’re supposed to say that.
49:23
Tom Stanfill
You start thinking about something else when they start talking.
49:26
Marc Lamson
Zack, I don’t know how to tell people not to do that. They start telling the story and Tommy literally set up, it was the middle of July 4th weekend. I was driving on the highway and blah, blah. I live in Rhode Island. He says, I was pulled over on the side of the road and I was having car problems. And this, that the other thing. Well, then, you know, he saw me. Matt, you pick it up and that’s like, yeah, it was like a lot of slush and snow and had to kind of move in front of him. He starts talking and I’m I’m, this is right now because I’m not doing a good job of it, but I’m like, whoa, hold on a second. Like you just said, there a slush and snow on the side of the road, but I thought you just said it was July 4th.
50:07
Marc Lamson
Did you say January? July? And they both start laughing. Cause they have this little stick that they do. They do the other people to test. And he.
50:16
Tom Stanfill
Says, my gosh,
50:17
Marc Lamson
Everybody, he says, this is, I want you to hear, that’s amazing to hear this. He said, we’ve been, we’ve known each other for three years. For three years. We’ve been telling that story just like that. Not one person, not one person has ever stopped. Say, you said that about snow in the road in July, in Rhode Island. And we got talking about it because.
50:48
Tom Stanfill
Unbelievable. That’s a great story. Never told me that.
50:53
Marc Lamson
It is unreal. That’s what I would just encourage everyone to do is just be present and like give a damn about the other person. The other just makes it all better because you’re missing, you’re missing snow in July. If you’re not paying attention, this sign here.
51:09
Tom Stanfill
Yeah. We could talk about this for so long because I’ve, you can build a relationship with anybody, a twelve-year-old kid, a 65 year old billionaire or a street. Somebody that cleans hotels for living, anybody, all you have to do is to listen to them and care about what they say. I mean, it is it just people and I don’t care how people act. They all want that. They will. I mean, I’ve, it’s just so easy. You just look them in the eye and you are genuinely interested in what they say. When they say January, I mean July. And then they start saying their slush. You go, wait, that’s just, it’s just, it’s not, like you said, it’s just, it’s people are just too busy, are there, or they’re waiting. The default itself is so strong. The default to self might be I’m uncomfortable because I’m talking to a pro football player, ?
52:02
Tom Stanfill
I’m so I’m, self-focused because I’m thinking, I don’t know what to say or I don’t know how to act. I think I know people like that, they’re just uncomfortable in situations. They so they start talking or they say things that don’t make sense or they in rather than just go, all I’m going to do is just listen to the people I’m talking to.
52:17
Marc Lamson
It’s it’s the differences. Really try to figure this out. It’s about understanding that there’s a huge difference between what’s important to me and what’s important to them.
52:32
Tom Stanfill
Yeah.
52:33
Marc Lamson
I guess the last ten second story, I’ll tell you, could you mention 65 year old billionaire on the trip? He’s a billionaire, but I have a friend who’s very wealthy.
52:42
Tom Stanfill
Got.
52:42
Marc Lamson
A big boat. Money is no object. That’s the point I’m trying to make here. It’s not about money. It’s not about, I can give him some expense. I can give him a gift card. You know,
52:50
Tom Stanfill
Hey,
52:51
Marc Lamson
Here’s a hundred dollar gift card.
52:53
Tom Stanfill
You can give him.
52:56
Marc Lamson
My wallet, hundreds in my wild. I have my way, but a great guy, the peers, the point were at some fishing tournament at some bar and they’re serving drinks in these. I’m not sure if you’ve seen it, but they’re like aluminum solo cups. Now they’re like metal solo cups. They’re moving to more of a recycling thing. It’s kind of interesting. Cause it gets it. It lets of the cold pass through and your hand feels colder and they taste better. It’s this new like cheap recycled thing and meanwhile ruins. They’re handing these cups and like people are people 99.9% of the people, including me could care less about the cups or that we’re drinking or notice or whatever. He goes up there and he starts like, Hey, do you guys want your cup? You literally, this is a guy who, I mean, he’s like, are you done with your cup?
53:45
Marc Lamson
He started collecting the cups at the bar now while everybody else is like making fun of him and saying, you’re a moron who cares and all these other things, because it’s not important to them. Right? The takeaway from this is as important to him and you. Who cares? Why, if it’s important, if you care about someone important to them, important to you, what happened? No, I happen to know that we have those cups in our home. So I went to CVS. I spent a dollar 99 plus tax. I think I had it. I think I had, I think I had some extra bucks on the island on the receipts. I think it was like a dollar 63. I bought a stack of cups and I went into his boat and I stuck them on his boat. You would have thought that it would have bought him like a new mansion in like, it’s like, oh my God, where’d you get those?
54:34
Marc Lamson
Like, like, I didn’t say like CVS.
54:39
Tom Stanfill
That’s right around the corner.
54:42
Marc Lamson
Yeah. I don’t know how to impress upon people, but look for where people care about the cups just it’s and it’s, by the way, it’s fun. Like, and what else you can think about? If we all think about us and our problems and our stress, if you’re thinking about someone else, what you can think about yourself.
55:01
Tom Stanfill
That’s brilliant. You talked about the neighborhood story is that we are how we are, people are struggling. The, and the intuitive thing to do when you’re struggling is to move this, to be inward, is to think about yourself. Actually the solution to your problem is to serve, is to look at other people and that will bring you out of your hole. Even if you’re in difficulty, regardless of how difficult it is, it will bring you out of your whole. I have to wrap up with, just to tag it onto your point about your friend. Cause I especially see this with people who have things and customers have things, right? Whether you’re, people who are status or whatever, their status might be money, influence, whatever or customers who can give you things. What, what 99% of the people do is focus on what that person can give them versus focus on the person.
55:53
Tom Stanfill
When you look at what people, if you look at people want, they want to know that you want them not what they can offer. You.
56:02
Marc Lamson
Love that.
56:03
Tom Stanfill
When you want to be with them, not what they offer you. They know that it because it’s because motive is transparent and they’re like, you did that because you care about me. People can’t resist that most relationships are transactional. It’s like, I’ll do something for you. You do something for me. If you don’t do it for me, then I’m not gonna do it for you. It’s not unconditional relationship. The power of unconditional, it just blows people’s minds. We can’t do it with, for everybody. When you choose like this friend of yours, he’s a friend he’s made, you’re choosing to do that. You can’t do that for everybody.
56:39
Marc Lamson
Well, what, and what I want from him, what I want is, I mean, as you’re saying this, I’m thinking about this. What I want from him is I want him to walk on his boat, see those cups and say, oh man, that’s what I want. I want that to happen in my brain. Whether or not he thanked me or not or whatever. It’s like, it’s just, yeah,
57:01
Tom Stanfill
If he’d sell it serves you because you get the joy of serving it. It’s like, Christmas, like Christmas is great. What’s so exciting about Christmas is the presents that you give them. You know? It’s like when you see people open up a present and their kids are like, or whoever you get it, you and they’re like, this is amazing that’s, that’s our payoff. It’s like, that’s cool. Versus if we focus on the gifts we want to get, that never ends. It never satisfies. We just want other, the only payoff to that as you want more and it’s counterintuitive, but it works great, Marc. I absolutely loved it. You really, you have taught me, you taught me some things on this podcast about how I can do that better. I love how you are so tactical in how you think about serve more. Which helps me realize why you’re so good at it.
57:52
Tom Stanfill
Because I do think we can. There are some very practical things we do to do that. I think the main thing, if we all shut it down, is stop and realize the 1% matters and it will separate you from the competition. I mean, just people don’t do it. When you do it, people are like, wow, people are blown away by the cup, like a dollar 99. The fact, the fact that you noticed July versus January blows people’s minds, and all you have to do is listen.
58:31
Tom Stanfill
Just, it’s 1% in everybody and nobody does it because they default to self, which doesn’t make you a bad person. It just makes you less effective. Alright man. Great. I’m actually, I’m very inspired by hanging out with you, my friend as always guys. Thanks for listening.
58:50
Marc Lamson
You just want more? Lobsters is all I do.
58:54
Tom Stanfill
No, no. I want you and me and the tuna cloister bar guide now I’m totally over the totally… I’ve probably transferred from lobster oysters, but thank you, those of you listening. Thanks for listening and joining us for another episode, Marc. Thanks for being here. My friend, take your time out of your day and hopefully you join us for our next episode of SALES with ASLAN.
