Friday, November, 13th, 2015 at 12:43 pm by Mike J. Agugliaro
Hey, Mike Agugliaro, CEO Warrior, bringing you another episode of what? CEO Warrior TV. You know we don’t play around. I give you massive value that you can implement today, get results. That’s the only reason I do this. Here’s what I want to talk to you about. I want to talk to you about out-bounding. What the hell is even out-bounding? I mean, out-bounding, what I see today in most businesses is the art of having somebody follow up with customers.
Call if it’s for satisfaction or follow up on proposals or something, but what happens is they always try to give out-bounders share duties, right? It’s like, “Hey, answer the phone when it rings but out-bound.” How the hell can that even work if I’m waiting for the phone to ring but you want me to out-bound the phone ring. It’s insanity. You’re always getting half the results you want.
You need a separate out-bounder. Now what does an out-bounder do? I mean, an out-bounder could follow up after direct mail pieces. They could follow up after proposals. They can call and renew memberships. They can call and sign up people for memberships. Look, if you have a list of a thousand customers or more, you need a full-time out-bounder. Plus, look, the fact that they do out-bounding, they could leverage other responsibilities that they can do, not on the phones but they could do other things. Maybe they could build packets for you, which by the way, I don’t build packets, I outsource packet-building because I think it’s ridiculous if you have your CSRs trying to build packets and answer the phone. Again, like make packets for the guys but concentrate on your job? I mean, you know that there’s no such thing as multitasking right? There’s only multi-switching. Your brain switches back and forth. Imagine it’s like build a packet, switch and deliver amazing service. It’s not a fit.
I hope this video starts to get you think about out-bounding. We have anywhere from four to five out-bounders, full-time, all the time, following up. Not only for customer satisfaction, we just want to keep in touch because what do you value? I mean, you value a high-level concierge service that keeps in touch with you, knows that you’re important, right? You’ll never run out of calls, because even if you only had a thousand customers you can call them and say, “Hey, it’s winter time.”
Most people confuse out-bounding with selling not serving. They’re always trying to sell something, like, “Mike, I can’t call them no more. They’re saying they’re getting mad.” I say, “No shit, you’re trying to sell people all the time and if you’re always selling you’re just going to piss people off.” Are you telling me you call them every couple months and say, “Hey, just make sure you check your smoke detectors, your carbon monoxide detectors. You check your spigots outside. You make sure there’s no slow-running drains. You check your attic fan before summer.” Are you kidding me? No, of course, nobody’s like, “Oh, don’t tell me how to make sure shit’s not broken in my house so don’t call me no more?” I mean, it’s ridiculous. It’s because you’ve been trying to sell people instead of serve them. If you serve them high enough, guess what? They’re going to come to you.
You could say, “I’m calling for this. I want to just make sure your home is ready for the winter time, ready for summer or spring. By the way, we got some things going on. If it’s interest, cool. If it’s not interest for you, might be interest for somebody else.” Does this make sense? The power of out-bounding. Now you need a full-time person. A lot of times you’re making a bad decision on who you have … Who do you need? You need motivation, culture fit. They have to be happy people who love to talk to people. If you have happy people but they hate talking to people, is that a fit? No, it’s not a fit.
All right, so what are you going to do? You’re going to get a full-time out-bounder. I’m Mike Agugliaro, wishing you a better and great day today and every day. I just want to help you get massive wealth, tons of freedom and what? What? Market domination.
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