Latest / Closing Sales in Nigeria - Sales For The Nigerian Business Person: The Sales and Marketing Blueprint / Creating Customers Who Can't Stop Talking About You

Transcript

Creating Customers Who Can't Stop Talking About You · Closing Sales in Nigeria - Sales For The Nigerian Business Person: The Sales and Marketing Blueprint

0:01
Hello and welcome. My name is Tavishima Ayede.
0:04
I solve sales and marketing challenges and I'm making
0:07
today's podcast recording from my living room.
0:10
It's a late light recording, so expect to hear some noise in the
0:12
background. Now, the goal of the podcast is
0:15
business education. So please spread the word so
0:18
that your friends and family members in Nigeria and abroad
0:21
can benefit from the questions that we tackle.
0:24
They can do that by subscribing on Spotify, YouTube, Apple, or
0:27
any player of their choice. And if you'd love to connect
0:30
with me, you can call SMS or WhatsApp me on 08064662140 today
0:39
on the podcasts. So one moment, let me have a
0:42
look at the list. OK?
0:46
Yeah, so today on the podcast, we're going to look at how we
0:48
can use Bliss to transform customers into brand
0:53
ambassadors. So let me repeat, we're going to
0:55
look at how we can use Bliss to transform total customers into
1:00
brand ambassadors. So how are we going to do this?
1:04
Number one, obviously, is we have to give them Bliss with our
1:07
customer service. Customer service has to be on
1:10
point and they need Bliss. Absolute pleasure, absolute
1:13
satisfaction #2 we're going to ask them for referrals.
1:17
And then #3 we have to look for a way lobby or look for ways to
1:22
nurture and empower these people who have become our ambassadors.
1:27
So that essentially is what we're going to look at today.
1:30
So I'm going to use Bliss to transform customers into brand
1:33
ambassadors. What is even a brand ambassador?
1:38
OK, well, we'll get into all those definitions.
1:41
But the three-step formula that we're going to use is #1 give
1:44
them Bliss if we're going to use Bliss to transform them into
1:47
brand ambassadors. So number one is give them bliss
1:50
#2 As for referrals #3 nurture and empower the ambassadors.
1:58
So let's do some definitions. Now.
2:01
Let's define Bliss for the purpose of the podcast.
2:05
When we say Bliss, we just mean exceeding customer expectations.
2:08
Because of course, Bliss can mean any number of things,
2:12
especially since, you know, those of us listening to the
2:15
podcast right now, including me, we're very young people.
2:17
So when we hear Bliss, we think about something.
2:20
But that's all we're thinking about today.
2:22
We're talking about customer expectations because this is a
2:25
business podcast. So every time I say bliss in
2:29
this particular episode, that's what I mean.
2:31
I mean exceeding customer expectations.
2:34
If customers wanted A and you find a way to give them a plus a
2:38
little bit of extra, that is a blissful experience.
2:43
So if you're going to exceed the customer expectation in the 1st
2:49
place and leave them feeling blissful, you have to know the
2:55
expectations in the 1st place. You have to know because the
3:00
problem is that lots of you who are trying to build wonderful
3:03
business and you want to give your customers bliss.
3:06
You want to exceed the expectations.
3:09
But The thing is, you are running on assumptions.
3:11
You are assuming that you know what it is that they need.
3:15
We have to ask them in the first place because it's not as if
3:21
most of us are selling ice cream because, you know, if it's ice
3:24
cream, you know, now it's straightforward.
3:25
Now walk up to the stand. What do you want?
3:28
I want vanilla, I want pistachio, I want caramel.
3:31
I want these, these, these. And then put a dash of Brandy on
3:33
it, you know, But as ice cream is relatively straightforward.
3:38
So since we're not selling ice cream now we need to find, we
3:42
need to figure out a way to know what the expectations are in the
3:44
1st place. And that's why on the podcast I
3:47
keep talking about need analysis.
3:50
If you listen to other sales trainers, sales coaches,
3:53
business development consultants, they will talk
3:55
about qualification and discovery.
3:59
In the early part of the podcast, I used to use that term
4:01
a lot, but I've stopped using it because, you know, it's
4:03
technical language and you know, there's no point using big words
4:07
that will confuse people. So that's why now I just say
4:09
need analysis. So to exceed customer
4:14
expectations, we need to know what they need in the 1st place
4:17
or what they are expecting in the first place.
4:19
You know, we can do that is if we engage them in conversation.
4:22
We do need analysis. We do qualification and
4:24
discovery. Qualification and discovery just
4:27
means you're asking questions about the person and you're
4:30
asking questions about the problem because we're trying to
4:35
figure out who are they? This person that I'm talking to,
4:38
who are they? We need to figure that out.
4:41
What do they want? We need to figure that out.
4:44
How do they want it? We need to figure that out.
4:47
Do I even have the skills to satisfy their need?
4:51
As for asking them all these questions, in our mind, we have
4:53
to be doing that mathematics as well.
4:55
Because if somebody says they want a + B + C, but in your
5:00
heart of hearts, you know you cannot deliver a + B + C, then
5:03
come on, while you go and put your head in that kind of
5:06
scenario, you're bound to lose. So that's also a part of the
5:11
question, the equation, do I have the skills or do I have the
5:14
materials or do I have the setup or do I have the team or do I
5:18
have the whatever to be able to deliver what they want before we
5:22
even talk about going beyond. So This is why I need analysis
5:26
is essential. Have a conversation with the
5:30
person. Most people come and meet you
5:31
and say how much Yeah, you will get to the money conversation.
5:34
But First off, you need to figure out a few things.
5:36
Who is this person? Where are they coming from?
5:38
Who sent them? What do they want?
5:39
How do they want it? Can I do I have the skills to
5:42
deliver? Do I have the material to
5:43
deliver? Do I have the team to deliver?
5:46
Do I have the time to deliver? Not to talk of even going beyond
5:52
very, very important need analysis.
5:54
Now, let's use a case study And Chinedu, if you're listening to
5:58
this episode, This is why I said this is an episode that you
6:01
might find relevant because Chinedu, less than 20 years old,
6:06
is about to break into business and he's a graphic designer.
6:10
So I figured since he's the last person that I chatted with, I
6:14
think this morning anyway, he was last person.
6:16
The last message I responded to this morning, I figured let me
6:19
just use let me just use this guy as the case study for today.
6:23
So that's our case study, the example that we're going to use
6:27
to flesh out every single idea we're talking about here.
6:30
We're going to be using the example of a graphic designer
6:33
because I spoke to Chinedu this morning.
6:35
He's a graphic designer. He's about to break into
6:37
business. So Chinedu, pay attention.
6:42
Yeah, that first job that you did, you did it for free, you
6:44
know, is good. You'll get testimonial, hopeful.
6:46
Hopefully we'll get some referrals, you know, from this.
6:50
But eventually when you start having targeted conversations
6:55
where you're trying to get somebody to become a client,
6:58
this is some of the groundwork, this is some of the foundation
7:02
that you're going to be laying. So China do pay attention and
7:04
anybody who is in China do situation pay attention.
7:07
Even though I'm using graphics design, it applies whether
7:10
you're a lawyer, whether you're a tailor, whether you're an
7:13
engineer, whether you're an architect, or whether you're an
7:16
app designer, a website design. The process is the same.
7:20
Just take the principles that we're going to lay out here and
7:24
then apply it to your situation. And then it goes beyond people
7:30
who are just new on starting off in business.
7:32
If you are already an established player in your
7:36
business, so let's say you've been in the graphics design game
7:38
and you've been doing this for like, you know, three to five
7:41
years. Still there will be some
7:43
principles here that can help you.
7:46
So now back to so I said, well, when do you need analysis now
7:52
from the point of view of somebody who is a graphics
7:55
designer? Now this is the usual Niger
7:58
attitude and you guys, I mean you guys know now this is how we
8:02
run things in Niger. Somebody will pick up the phone
8:06
or somebody will slide into your DM and the person will say, OK,
8:09
graphic designer or a design banner for me.
8:11
How much? That's why they will ask you.
8:14
Then the graphic designer will now respond, it is 350K and then
8:18
the person will keep quiet or the graphic designer will
8:21
respond is this your WhatsApp number or?
8:24
Yeah, let me send you my price list.
8:25
They will now send you send the customer price list.
8:28
They will now keep quiet. Now this is the idea that most
8:32
people have in the usual Niger attitude.
8:34
The idea is that, OK, a customer has reached out to me, let me
8:38
just give them all the information they need and then
8:41
you know if they want to go get back to me.
8:44
This is the problem with the usual Niger approach.
8:49
Somebody reaches out to you and they say Bros design banner for
8:54
me. How much you know?
8:55
Tell them 350K. You didn't say anything again.
8:59
Or you said let me send you price list.
9:00
You didn't say anything again. The problem is #1 most likely
9:05
you are being price shopped. What that means is what that
9:09
means is whoever reached out to you has reached out to two or
9:11
three other people. Once you just reply 350K, the
9:15
person will write it down. Chinna do 350K, the next person
9:18
might say 750K Cami. They will not write it down cami
9:23
750K and then Abdul Kadir might say 150K, they'll write it down
9:29
150K. What will not happen is they
9:33
will ignore Cami who is 750K. They are really loving Abdul
9:39
Kadir because it's 150K, but they also try and see if they
9:44
can get Chinedu to calm down from 250K to get closer to, you
9:49
know, around that kind of 150, maybe 200.
9:55
You're being pretty shocked. That's the problem with usual
9:58
Nigeria approach. Then another problem in usual
10:00
Nigeria approach is when you just tell somebody 350K, you
10:03
don't say anything or you send them price list, you don't say
10:06
anything. They'll say, oh thank you very
10:07
much, let me get back to you. And of course, when they say,
10:11
let me get back to you, what next is ghost mode now?
10:15
Because when they say let me get back to you, what are you going
10:17
to do after a while? What are you going to do?
10:20
You say, boss, I just they greet you or something.
10:23
Now I was very unprofessional so to say let me get back to you.
10:28
Then there's some people don't just say, OK, thank you.
10:30
I don't want anything again. You tell them the price is 350.
10:35
They'll say, OK, thank you, don't respond again.
10:37
And then you you're hanging. You're not wondering, OK, what
10:40
am I supposed to do? What does OK, thank you mean?
10:43
Does it mean I'm interested? Am I supposed to follow up with
10:47
this person? I really don't know what I'm
10:49
supposed to do. And then some people, OK, this
10:55
one is a bit more encouraging. You say, alright, it costs 350
10:58
or you send them price lists. Some of my reply back and say,
11:01
OK, I'm interested in option B, but was your last price.
11:06
This is also a bad situation because now you're negotiating
11:08
with someone about price, but you're negotiating on the back
11:11
foot. And then there's some people who
11:13
say, OK, OK, thank you very much for the information.
11:16
Let me discuss with my wife, let me just got my business partner,
11:19
let me blah, blah, blah. Let me pray about it.
11:21
I'll get back to you. Let me think about it, I'll get
11:23
back to you. Either of these options, they're
11:26
all good. And this is what happens if you
11:28
take the usual Nigerian attitude of somebody reaches out to you
11:32
and they say how much you just give them a price straight or
11:35
you send them price list. Usually it doesn't work too
11:40
well. Now, this is what you should do.
11:44
Remember I said that we have to be proactive here.
11:47
Sorry. Yes, well, we have to be
11:49
proactive. Yes, we have to do need
11:51
analysis. Because remember, the whole
11:53
point of today's podcast is we're trying to give them
11:55
blissful service. So by the time we wow them with
11:59
blissful service, they'll be so overwhelmed.
12:03
Now you know what, They'll come back and buy from us again and
12:05
they will start spreading the gospel about as they'll say
12:07
what, you know what, I did business with this guy Chinidu.
12:11
And Chinidu is the bomb. Like he's the ultimate.
12:13
He's the very best call. My guy Chinidu, he will take
12:17
care of you. That's what we're trying to do.
12:21
And of course, we're not going to achieve that.
12:23
If somebody says how much? We now say 3:50.
12:26
So we have to be proactive and besides, this sets you apart
12:30
because trust me, only professionals do this.
12:34
Then you have to set the agenda. Only professionals do this.
12:39
Another small benefit for the Nigerian market is you know how
12:43
in Niger, you know people can look down on some certain
12:46
classes of people, you know, because you're a graphic
12:48
designer. Do you think, you know, you
12:51
don't have plan for your life or maybe you didn't have money to
12:57
go to university or something? There's a widow just be looking
12:59
down on you, you understand? So there's some professionals
13:02
that when we set the agenda, it helps us to achieve equal status
13:06
with the customer. So, this one is absolutely
13:09
necessary for Nigerian markets. We have to be proactive and we
13:13
have to set the agenda. We are professionals.
13:17
They should regard us as such even if they have more money
13:21
than us. We are equal in status as human
13:25
beings and they will respect us as such.
13:29
They will regard us as such. So we will set the agenda for
13:33
the conversation. Please pay attention.
13:37
All right then, apart from being proactive and setting the
13:40
agenda, we have to engage them in conversation in an open-ended
13:44
manner. We have to get them talking
13:45
freebie. The reason why we have to get
13:47
them talking free is because we will get all the information
13:50
that we need so that we can give an accurate price.
13:53
The main reason why I'm not a fan of somebody reach out to you
13:56
say how much and I'll say 350 is why are you saying 350?
13:59
Like you don't even know. You say 350 personal.
14:02
So OK, no problem. Give me your account number.
14:04
Do send 350. By the time we start doing this
14:06
job, you now realize that man, I should have quoted 750 because
14:11
of the level of work that I have to do to get this thing done.
14:14
It happens a lot. I've been in that situation
14:17
before. Someone just reached out to how
14:19
much you just give them a price. They pay you without calling and
14:22
you're like, oh, thank God you're happy.
14:25
You know, you go on and spend a bunch of stuff.
14:28
Maybe you pay tight, you eat your armour, you know, then by
14:32
the time you start the work, you're like, oh, my owner price
14:36
myself here. This is the reason why we need
14:38
to get people talking freely. All right?
14:42
It is not just so that we can figure out what they need so
14:45
we'll know how wow them. This also, so we know shoot
14:47
ourselves in the foot. We need to make sure that we
14:50
have given an accurate price. We need to get information from
14:53
them then is also from excuse me, engaging them in open-ended
14:59
conversation that we're going to be able to determine the level
15:03
of customer experience and the level of service that we need to
15:06
provide based on what the person says.
15:12
You know, there's some customers that are very simple like me.
15:15
I'm a very simple guy, you know, No, too much for Verity.
15:21
OK, I want this. Give me this.
15:22
You know, if you throw some extra on top, you know, for me
15:24
it's like, wow, impressive. But then there's some people
15:27
that are like, you know, you better go above and beyond, you
15:33
better. Like there's some people that
15:34
need extra pampering and you know, or what not.
15:39
So it's from asking me questions, engaging with me in
15:46
an open-ended manner, you'll now be able to oh, OK, this guy is a
15:49
kind of, you know, it's kind of like this kind of like that.
15:51
OK, if we do it like this, we'll have the guy then by the time
15:55
you're talking to somebody who is a diva, whether male or
15:57
female, you know, OK. And this one is a diva.
16:00
So if we want to exceed customer expectations, we have to do like
16:03
this. We have to do like that.
16:05
So this part very, very important.
16:07
Now, now that I've told you what to do, let's use some examples
16:12
about lines of conversation that we can use.
16:17
Oh, by the way, you don't have to use all the examples that I'm
16:21
giving here. Because usually when I go into
16:25
this exercise, somebody will say, if I start asking my
16:28
customer, all these questions will be like I'm interrogating
16:31
them or they will get bored or they will just do that.
16:34
And, you know, look, I understand when I give these
16:37
examples. I'm just trying to give as many
16:39
examples as possible. I am not saying that when you
16:41
sit down with a customer, you ask them 15 questions.
16:44
That's not what I'm saying. All right, So you hear a couple
16:54
of examples that are good here. You know, if I say 20 things,
16:57
you know, look at the 20 and think of the four or five that
16:59
you can or the two or three that you can start a conversation
17:02
with. It's OK, It's good.
17:05
I am not saying use every single idea that I have here.
17:08
I throw out as many ideas as possible just because I'm trying
17:10
to be exhaustive. I want people to as many people
17:14
as possible to hear something that will click with them like
17:16
OK, let me try this one out. OK, so don't try at all 10/15/20
17:21
or however many I provide. So all these examples, either
17:26
one will be a good one, but this is just a good place to start
17:30
because the way conversations happen is you say one thing, the
17:33
person says something, you follow up with another thing.
17:35
So this just start. So somebody reaches out to you,
17:40
it's nice to figure out the timelines.
17:43
Ask them questions about their timelines, whether they have
17:46
another project at hand or whether they're just curious.
17:52
There's something I used to ask because it happens as a wedding
17:55
photographer happens. There's some babes who reach out
17:56
and ask you how much nobody has proposed.
17:59
They're just curious. They just want to know.
18:02
So I asked. I said, oh, congratulations.
18:06
When did you get proposed to? So.
18:08
Well, I actually, I have a boyfriend, but he hasn't
18:10
proposed yet. So.
18:11
OK, So you're just curious. Yeah, I'm just curious.
18:14
The kind of conversation I'll have with that kind of babe is
18:17
different from somebody who says how much my wedding is in six
18:23
weeks and and this is, you know, my wedding since six weeks in
18:29
about how much. I mean, that's that's a
18:31
different conversation. So timelines, we used to be
18:33
asking people questions about timelines.
18:35
Since you're a graphic designer, you need to know was the project
18:38
on hand? When do they need it by?
18:40
I'll be there just making an inquiry.
18:43
Then another thing that people don't ask, find a way.
18:46
We have to ask whether they have worked with another XYZ before.
18:50
Have you worked with another graphics designer before?
18:53
You need to find out what was the experience, was it good or
18:56
bad? How come you're not using him
18:58
anymore? I know some of you will be
19:02
wondering how can I rub that into a conversation?
19:05
OK, can be tricky, but that time zone must be done.
19:09
The example that I gave was the lady that I was talking about
19:13
the mummy's burial, and we started talking figures and
19:19
honestly, the figures were unrealistic, but I know that
19:24
Pop, their popsy passed a while ago.
19:26
So I just asked, OK, the guy that covered the popsy's burial,
19:30
then how come he didn't call him now?
19:31
Like what's up? I just like, oh, actually it's
19:34
true. And his work was not that bad.
19:37
I said, yeah, sure, call him up now.
19:38
I'll be, is there a problem there?
19:43
We have to ask these questions because first of all, we don't
19:49
want to be dealing with people who are novices because novices
19:53
have unrealistic expectations. When I say novice, I mean
19:56
somebody who has never done the business before.
19:58
So if you design websites or you do graphic design and somebody
20:01
calls you, they've never worked with a graphic designer before,
20:04
that's a hard conversation because they don't know what's
20:06
good, they don't know what's bad.
20:07
But somebody who has worked with two or three graphic designers
20:10
before and here you can have a profitable, a good conversation
20:13
there because they've been educated small, so they know
20:15
what's realistic and what's not realistic.
20:18
And then also the whole thing of trying to find out what's good,
20:21
what's bad about their previous experiences because it now gives
20:25
you a sense of what to do or what not to do.
20:29
And believe me, that saved me quite a bit as a wedding
20:33
photographer, You know, I'm listening and paying attention.
20:36
They say, oh, during my sister's wedding, this guy did this.
20:40
In my mind, I just mark it down my head, OK, They don't like
20:43
this kind of thing. So, you know, don't do that
20:47
something as simple as shoes. The guy was so messy, he didn't
20:51
even bother removing his shoes before he came into Mumsy's
20:54
house. So I knew that on that day and
20:58
for me, I wear palms, so it's not even a problem.
21:00
I knew that once I said the house, I just removed my palms
21:03
and I put it outside the door and then I walked in.
21:06
But you won't know these things unless you ask.
21:10
Now when that bride is talking to other people, they can say,
21:12
oh, Tavi Shimai is well behaved. Like when he came was very neat.
21:15
He left his shoes outside the door.
21:19
So you need to ask how they work with another graphics designer
21:23
before. What was the experience like,
21:25
good or bad? How come you're not working with
21:26
this person anymore? You also need to ask questions
21:29
around who else is going to decide on this banner design or
21:33
on this, whatever. The reason why we ask is because
21:36
we're trying to figure out how. We're trying to figure out the
21:38
decision making unit. That's what people call it in
21:41
the, I think like in construction space.
21:44
Yeah, construction, they call it decision making unit.
21:47
What people that are involved in making the decision, you need to
21:49
know so that you can pull all these people into the process
21:53
early. Also because these people are
21:57
going to be significant when it comes to, you know, at the end
22:01
of the day, when you want to wow people's expectations, you know,
22:04
it's all the key people that were involved in making the
22:08
decision. Those are the people that you
22:10
need to get their feedback on, on whether this was a good deal
22:16
for them or not. So you need to know because you
22:22
might be trying to wow one person, but there are two other
22:25
people in the background who are important in making a decision.
22:29
But you didn't know, You didn't court them.
22:31
You didn't try to wow them. And so at the end of the day,
22:34
one person says this was a wow experience, but the other two
22:38
people say it was OK. You can see that that affects
22:42
you know how they're going to talk about you as a whole.
22:46
How did you hear about me? That's also another question.
22:49
You don't have to ask questions about their business, their
22:51
product or their service. You need to ask you don't just
22:55
tell somebody O350 Ki ask like, what do you need it for?
22:59
OK, what's your business or computer business?
23:02
OK, and they also have to ask about the the objective of the
23:07
design. This banner, this flight I'm
23:09
going to design. Is it to increase sales?
23:13
I'll be easy for brand awareness.
23:15
Are we trying to do rebranding? I be.
23:17
You want the flyer to do lead generation?
23:20
I be It's just for education. You have to ask since you're in
23:26
graphic design, you have to ask questions about their brand,
23:28
personality and voice. So normally, how do you guys
23:32
express yourself as a company? You know, are you guys modern,
23:36
traditional, playful? They ask them do you guys have
23:40
brand guidelines? Do you guys have other marketing
23:43
collateral? I can look at marketing
23:44
collateral. That just means stuff that they
23:47
have created before to use to promote the business.
23:50
So you can have a look at it, but you need to ask those
23:52
questions. These are the things that will
23:55
help you figure out exactly who they are, what they want, what
23:58
they need. You now know how to go far and
24:03
beyond and wow them and give them a good experience because
24:08
you're beginning to know some things about them, about the
24:12
company, about the business, about what they want to use the
24:16
website for or the flyer for or the banner for or for the
24:20
whatever. Ask them about their target
24:23
audience. This banner that we are going to
24:25
design, who are we designing it for?
24:30
Get the demographics and psychographics of the target
24:34
audience. OK, I'm designing website for
24:36
you. The website is supposed to
24:38
appeal to who? Nigerians or Cameroonians or or
24:42
people in the UK, Your audience, a typical audience, what are
24:48
they like, how old, where do they live, the age, what are the
24:51
things they're interested in? All these are important factors
24:54
that go into the kind of design work that you're doing for these
24:57
people, whether it's logo or website or banner or flyer.
25:03
You also need to ask questions around deliverables.
25:07
What format are we delivering in?
25:08
Is it PNGZ, JPEG? Is it PDF?
25:13
You want hard copy deliverables, You want soft copy deliverables.
25:16
As I ask them, ask all these questions.
25:21
By the way, this thing about deliverables, you can see that
25:23
that's where I say we need to ask because some of us, that's
25:26
how we now shoot ourselves in the food.
25:28
The person will say you will talk, you agree on 500.
25:33
After you now collect that 500K as a wedding photographer, you
25:37
will now hear that they want 4 albums.
25:39
I'm like hey how can I produce 4 albums for somebody?
25:44
And I collected 500. So anyway, another question you
25:53
also need to ask them now by the time we're done, what do I have
25:58
to do that would make you say this was a successful project?
26:02
You have to ask this question. And to be honest, me, it's a
26:05
question that I forget to ask. And I've been in a situation
26:08
where I was working with somebody and as we're nearing
26:10
the completion, the person said, OK, yes, I would like to
26:12
achieve, I'd like to achieve this.
26:14
And I realized that child, I didn't ask the person in the
26:16
beginning this question. If I had asked early on that
26:21
what do we have to achieve for you to say this is a successful
26:24
project, I would not have wasted my time talking about this and
26:28
talking about this, talking about that.
26:30
I would have gone straight to the Coco, the thing that they
26:34
wanted. So you can see why this part is
26:41
important. Qualification and discovery our
26:44
sales professionals will call it or need analysis as I like to
26:48
call it, because this will what this is what would give us all
26:51
the information that we need first of all for an accurate
26:54
quote, an accurate price. Then after that is what would
26:58
give us all the information that we need to be able to deliver
27:01
the kind of service that by the time they see our design, they
27:04
will say wow is I see Chinido was inside my skull and removed
27:11
the image from my skull and just put it on paper.
27:14
That is how you achieve that. It's not by wizardry, wizardry
27:19
or share artistic talent or something.
27:24
The designers who do a good job of this kind of thing, you know,
27:27
it's not luck. It's because they have ways of
27:30
discussing with people or sizing somebody or looking at somebody
27:34
or listening to somebody and able to figure out that this
27:38
woman, the way she's talking, I really think this is the kind of
27:41
thing she's going for. And by the time you're done with
27:43
the design, Madam will say, wow, so that's how it works.
27:48
Engage them in conversation. So now this is the next step.
27:51
We've engaged them in conversation.
27:52
Now we've asked them all these questions, We've gotten some
27:54
information. So the next thing is we always
27:56
have to summarize. The reason I'll summarize is
27:58
we're trying to confirm and get feedback.
28:01
And that's why I keep saying on the podcast, I eventually have
28:03
to get to that position, that that part of the conversation
28:06
where we say, OK, boss, Madam Olga CC based on what I've heard
28:11
so far, I'm feeling like this is what you want to achieve.
28:16
Abby, Abby, this is where we're heading.
28:17
What is the kind of thing that should be able to sort you out?
28:22
I'll be how do you see it? The stage is very, very
28:26
important because it's at this stage that somebody would say,
28:29
ah, no, it's not what I had in mind.
28:32
You now know that, OK, you totally messed up, need
28:35
analysis. You have to start again.
28:38
Or somebody would say, perfect, but you forgot to add this.
28:42
You now know. Oh, OK, this one is really
28:44
important. You will now write it down so
28:46
that next time you will not forget.
28:48
Or some people say yes, that's the stage where you now say,
28:57
Aha, Madame, that. Yes, I didn't like that.
28:59
Yes. I guess I was not too confident.
29:01
It's like I didn't understand something.
29:03
So, Madame, don't worry. I was rushing too much.
29:04
Right. Let's slow down.
29:05
Let's, Let's slow down. What?
29:07
What exactly did I not get that yes, is as if there's something
29:11
you don't like. Well, what is it that you don't
29:13
like? Let's remove it.
29:16
So this part is very important. Summarize all that you've heard,
29:19
Confirm that you understood correctly.
29:22
Try and get some feedback. Figure out.
29:25
Are we on the same page? Are B?
29:28
All the things I'm saying is off point.
29:31
If you are off point, it is best to know it now at this stage.
29:36
Now for you to collect money, you now go and spend one week
29:40
doing design and by the time you submit design, Madam will now
29:43
say you are off point. It is best to know you are off
29:46
point at this stage that we are still talking.
29:51
So summarize, confirm, get feedback.
29:54
Are we on the same page? Did I hear correctly?
29:57
Am I off point? Are we good to go?
30:00
Did I miss anything? That's the next stage.
30:04
Then after that, in your professional capacity because
30:08
you are the professional here, remember that we Nigerian
30:12
service providers, we often forget, except if you're dealing
30:16
with the professional, chances are you're the one as a
30:19
professional. Take look, this one I'm trying
30:23
to say, listen, I want to show cloth.
30:25
To be honest, I know nothing about showing cloth.
30:28
So when I get to the tailor or I get to the stylist, the stylist
30:32
is the professional. I can tell them this is what I
30:35
want, but at some point as a professional, you have to put
30:39
your foot down and say, Olga, I feel you.
30:41
I know that this is what you want to do, but this thing
30:43
you're asking, it can't be done or this is the best way we
30:47
should go about it. Some of you will say the
30:50
consumer is king, Consumer is queen.
30:53
No, it doesn't work like that. You are the professional.
30:56
In fact, this is one that I experienced early in the year.
31:00
Somebody needed the number for a good stylist.
31:04
We gave number and then she came back to say the person was
31:08
saying that the thing cannot be made and this is the design.
31:11
And the person said, oh, this design is beautiful, but his
31:15
design is AIAI design and real life design is not the same.
31:21
Madam, this thing you want to do is not going to work in reality.
31:25
And I was like, oh, she actually said that.
31:28
She said yes, so interesting. OK, maybe we should try somebody
31:31
else. So actually tried somebody else
31:32
and the person said the same thing.
31:34
And then in my mind, I'm thinking, so like, what are we
31:40
talking about? You met 2 tailors, 2 different
31:44
tailors and they both told you the same thing, that this design
31:46
is beautiful, but this design is AI.
31:49
This thing will not work in reality.
31:51
My mind, I'm thinking, look, can you stop wasting my time?
31:56
But we have to be able to put our foot down and give our own
31:59
professional insights, give our own recommendations, give our
32:02
own advice. Madam, you'd love to do this,
32:04
this, this is that, or guys you'd like to do this, a more
32:07
professional opinion. I'd recommend like this, like
32:09
this, I'd recommend like that, like that.
32:11
And here are a number of options that I think can work.
32:14
Give them two or three options and then give them good reasons
32:18
why you're making those recommendations.
32:21
Be confident here. You're a professional.
32:23
The client does not know this work.
32:26
You're the one that knows the work.
32:27
You're the one that went to school or you're the one that
32:30
has been watching the YouTube videos, you have been doing the
32:33
work, you have been designing for other people.
32:36
Come on, stand confidently, talk confidently.
32:39
You're a professional here. But like I said, if you're
32:43
dealing with somebody who is a professional, OK, that's that's
32:45
a different ball game altogether.
32:46
So like even as a wedding photographer, normally I'm the
32:50
professional, but there was that one time that I was talking to a
32:54
client, so potential clients and the babe was a photographer.
32:59
The gamer knows some media stuff.
33:01
Oh, that's a different thing. But in all other situations, I'm
33:05
the one that is the absolute pro.
33:09
So please stand firm. You're a professional, don't be
33:14
scared, OK, Maybe you don't have enough experience.
33:17
That's the problem. I'll be don't worry.
33:19
The more you design and design and design, you now have some
33:22
confidence in your in your abilities.
33:25
So after we summarize and we confirm, provide some insights,
33:29
make some recommendations, give them multiple options, we can
33:32
try option A, option B, option C, then be proactive in
33:37
communicating with the customers and give work updates.
33:41
Proactive just means don't wait until they ask you tell them,
33:48
give them update before they ask you.
33:51
If I early on as a wedding photographer, that's one thing
33:53
that I learned. I learned that if the bride is
33:55
always calling me will quarrel at the end.
33:59
It's just a normal something if she needs 10 updates before her
34:04
wedding and she's the one that called me 10 times for those
34:07
updates. In the back of her mind is
34:08
already beginning to register that this guy is sloppy, this
34:12
guy is not professional, this guy is not on top of it, or this
34:17
guy is just giving me BP. So for me I hated it when the
34:21
bride called me first. The moment I see the bride, I'm
34:24
like that wish my you don't have for I should have called her
34:28
since. So be proactive, be giving them
34:31
updates. This is where we are.
34:34
I told you this will be ready by Friday.
34:36
I'm just calling you Wednesday to remind you it's looking like
34:39
we're going to be on calls for Friday, you know, blah, blah,
34:42
blah. You know, just that kind be
34:44
proactive, giving them communicating like that.
34:48
So you can see now that based on how things operate in Niger
34:55
where somebody would just give a price and then just deliver
34:58
work, you see now that by you beginning to do all this, you
35:02
are beginning to wow them because the average Nigerian
35:06
service provider does not do all of this already you are
35:11
beginning to wow this person. Then delivery, remember we
35:17
talked about blissful experience.
35:18
So try and deliver more than they expected.
35:21
Now, this is my own experience with a graphic designer that I
35:25
did some work with back in back in the day.
35:29
When was time for delivering, They delivered everything that
35:33
we discussed in colour because it was from my photography logo.
35:37
For my photography logo, we agreed on white and we agreed on
35:45
burgundy. Yeah, white and burgundy.
35:47
Yeah, I think that was it. So the guy not only delivered
35:52
white and burgundy, the guy also delivered transparencies.
35:56
First of all, I couldn't see the transparency because I opened
35:58
up. It just looked like an empty
35:59
square. And So what is this one?
36:01
So is the transparency. I said transpare.
36:04
He said transparency. So what is that?
36:06
What does that mean? He says, oh, it is for
36:08
situations where you want to take this logo and you want to
36:12
put it somewhere on the banner or a website or something.
36:15
It would just make the logo blend nice into the background.
36:19
I still don't understand what he was saying.
36:21
He just copied it and pasted it somewhere and the thing just
36:24
blended. I was like, wow, he removed it
36:27
and he put it on another surface and the thing still blended.
36:29
I was like, oh, OK, like thanks. We didn't pay for transparency,
36:35
but the guy delivered transparency.
36:37
Is that not part of the WOW experience?
36:41
I agreed on something. He gave me something extra.
36:46
Now work with any other kind of surface.
36:49
I think his transparency, he called it.
36:50
I can't remember. But for those of you who are
36:52
into design, you know exactly what is I'm trying to talk
36:54
about. Then the guy now delivers social
36:57
media kit as well. He said when you want to use for
37:00
Instagram, this is how you do the logo.
37:03
This is the Instagram size, this is the website size, this is the
37:07
whatever size. Can you see how somebody was
37:09
beginning to give me a wow experience?
37:13
I asked for something white and burgundy.
37:15
They said no problem, here's your white and burgundy.
37:18
But by the way, if you're going to use white and burgundy on
37:22
top, all these other different backgrounds, these ones will not
37:25
work too well. Transparency is what will work
37:27
well. Or yeah, take transparency.
37:29
And then for social media, when you are embossing, when you're
37:33
putting your signature on all the photos, this is how you
37:36
would do it. Take these small, small versions
37:39
for social media. See, that is delivering more
37:44
than expected, but within reason.
37:47
He gave me the logo and then he anticipated the other ways that
37:51
my business partners and I would want to use the logos and he
37:56
gave us an extra something that will help us with that.
38:00
Then something that Nigerian service providers don't do, do a
38:05
pre launch checking or a pre something checking if somebody,
38:10
especially a person is a business owner has reached out
38:13
to you so that you can design, banner design, website design,
38:18
flyer design, whatever. Obviously they're doing it
38:22
because they want to use it to make money.
38:24
They have some campaigns they're working on.
38:28
I have not worked with a single designer and I have not heard of
38:32
a single graphics designer that has delivered something and has
38:36
called later on to say how far with the project.
38:40
Is everything going good? Is it working well, my design,
38:44
my website, my everything, Is everything smooth?
38:46
Is it working well to help you with what it is that you're
38:49
planning to do? I have not heard of a single
38:52
designer that has done that apart from this guy.
38:55
They give me more than I expected.
39:00
Oh, is the website up? Oh fantastic.
39:02
Can I have a look at it? I want to see and be sure that
39:06
the logo rendered professional, rendered well and is blending
39:10
with the rest of the website. The average Nigerian service
39:13
provider does not do that. And Chinido, make sure you do
39:18
that. Your person is a business owner
39:21
and they say pay you for logo. It's not just a matter of you
39:25
take your money, deliver the logo, call this person.
39:29
Bro, it's been a while. How you been?
39:32
Hope you're happy with the logo. OK, You've been using it.
39:35
Oh, you designed that ahead. OK, let me have a look and be
39:38
sure that everything is looking nice and smooth.
39:40
OK, It's on the website. And let me see the website and
39:43
be sure that everything render well, everything is good.
39:47
So make sure you do a pre something, something check in,
39:51
right Chinna, do pay attention. All those Nigerian service
39:55
providers pay attention. I don't know why you guys don't
39:57
do this. It's common sense.
39:59
You just collect money and then you just go there later on.
40:03
You now be asking somebody for referral like why should they
40:06
refer you because of what? When you took your money and you
40:10
left, you made it transactional. Then of course there has to be a
40:14
post launch, you know? Thing as well, OK, now that the
40:19
campaign is over, now that they have used your flyer, now that
40:22
they have used your billboard, now that they have used your
40:25
whatever, how did the thing go? Also take your collaborative
40:28
approach and try and help them solve any more problems that
40:32
came up. So some problems came up, you
40:34
say oh OK, OK. The problem is the website was
40:38
not optimised, that this was not optimised like that.
40:40
You know what, I know a guy who does website.
40:43
Let me give you the guy number. Oh, I know a babe who does this
40:47
is let me give you the number. You're being collaborative.
40:54
You're helping them to solve challenges that have come up,
40:57
whether you provide the service or not.
40:58
But The thing is, is like you're in the corner.
41:01
You're trying to help them. Can you see Nigerian service
41:04
professionals, how we can start to wow people?
41:06
Small, small, small. All right, for the 40 minutes.
41:13
OK, let me round up quickly. Hmm.
41:18
OK, you know what? Let's just have reasonable
41:20
expectations. Now, I'm not saying that if you
41:22
follow every single step that you do now, you will wow all
41:25
your customers. No, that's not what I am saying.
41:28
You cannot wow all your customers.
41:29
It is not it's it's it's not possible.
41:34
You're not better than God. And God has not wowed all of us.
41:38
God has not wowed all his customers.
41:41
Some of us are very angry with God.
41:42
You know, if God did not get 100 / 100, do not expect that you
41:46
get 100 / 100 is not happening. You will not wow everybody.
41:50
But the goal is this. You keep following these
41:52
processes. You keep trying to optimize the
41:54
customer experience or the user experience, you know, for those
41:57
of you who create apps and websites and things like that.
42:00
Because in aggregate, when I say in aggregate, I mean you know,
42:05
in average when you get everybody together and over time
42:08
the reputation will begin to build and you will get the
42:14
chance to be wound people small, small, small.
42:18
So if on average you're wounding like 2 out of 10, two out of 10
42:23
looks like it's poor. But if over a two year period
42:28
where you have 10 customers every month I wow 2 / 10, then a
42:36
two year period I'll be 24 + 24, I have 48.
42:40
So you see what I mean? So in aggregate, over time, over
42:44
2 years, you have now wowed 48 people.
42:49
We can see that that kind of thing starts to compound upon
42:52
itself. So don't be worried about the
42:54
fact that you want to wow as many customers as possible.
42:57
But for now is like 2 / 10 or 3 / 10 or 1 / 10.
43:02
Don't worry, continue over time in aggregate or average and
43:10
based on probability, you know you will all add up.
43:16
Now how do people become an ambassador?
43:19
Anybody who has gone through this experience with you, I will
43:22
become sufficiently tripped as in their trip with you that
43:26
really impressed. That person is now an
43:29
ambassador. Especially if the person comes
43:32
back to buy again or the person sends you referrals or the
43:36
person begins to engage on your social media.
43:40
The person starts to give you positive reviews or even maybe
43:43
even once in a while, the person will just call you and say it
43:46
was option to do blah, blah, blah.
43:48
You know what? And then they just give you some
43:50
honest feedback at that level. You now have an ambassador,
43:55
especially when you didn't ask, you didn't ask, they came back
43:58
again, They brought other people to you.
44:01
They are praising your social media.
44:04
If I guess when I realized as a wedding photographer that I had
44:07
a problem with my business, I had done I think close to 20
44:11
weddings and then I noticed there was only one particular
44:16
bride, only one that was calling me back for stuff, giving her
44:26
friends my phone number and they even praise me on social media.
44:29
She will now put the picture and then she will now tag me if you
44:33
even call me and harass me. That look, I wanted to tell you,
44:35
I couldn't find you on Instagram.
44:36
Why? You know, on Instagram was then
44:39
I realised that, oh, there's a problem with my business
44:41
processes. The how can I say I've done
44:44
these many brides and only have one customer who is doing this
44:51
is it is the reason why I say knowing how to sell business
44:54
processes. These are the things that make
44:55
your business rise or fall. I was focusing on the quality of
44:59
work that I do and I was not paying attention to all these
45:03
extra stuff. And that's the reason why I
45:09
basically wasted all my time to do how many brides and only have
45:13
one ambassador? Just one.
45:16
We need to be paying attention to all these things.
45:18
We need to have more people who are raving about us, who come
45:22
back and buy again, who give numbers to their friends, who
45:26
blog, blog us on social media and who now start to call us to
45:30
say how far now I wanted to tag you on Instagram.
45:33
I didn't see your handle. What is your handle?
45:34
Why you know, on Instagram? That's how I got on Instagram,
45:37
by the way. Or for some brides that were
45:40
impressed, I say why, you know, on Instagram, I want to tag you.
45:44
I can't argue. That's when you know you have an
45:48
ambassador. Now the final step is when you
45:50
have this kind of person, not sure this person, empower this
45:53
person. So record recognition,
45:56
appreciation, acknowledge them in public.
45:59
You have to acknowledge them. That's the reason why whenever
46:02
you guys drop a comment on the podcast, I reach out to you guys
46:05
sharp immediately because I appreciate you guys.
46:09
Those of you who go on Spotify and who say this is the best
46:12
thing since sliced bread. I didn't know this kind of
46:15
podcast was available in Niger. This is the best podcast I've
46:18
ever listened to, blah blah, blah.
46:20
If I had one lady, she even said, where have you been all my
46:22
life? This is the reason why I respond
46:25
to all of you. I really, really appreciate you
46:28
all my ambassadors, you guys promoting the podcast.
46:31
I salute you, all of you. Thank you for the encouragement,
46:35
Thank you for the publicity. Thank you for talking about the
46:38
podcast. Thank you for sharing the links
46:40
in your in your groups. Thank you very much.
46:42
I really appreciate all of you. And that's the reason why when
46:45
you guys send messages on WhatsApp, I respond, I know
46:48
sometimes I'm late, maybe 48 hours, but I respond right.
46:52
Those one babe, I was staying like, oh, I'm really sorry it
46:55
took so late. He said no and they even
46:57
responded itself. I was surprised.
47:00
See, that's the level of service that we expect that people
47:04
expect in Nigeria. They expect that you love a
47:07
podcast, you reach out to the podcaster.
47:10
It is expected that the podcaster is not going to
47:12
respond to you. So when I respond, even though I
47:15
am 48 hours late, I am two days late, people are still tripped.
47:20
You see how I say we can begin to set ourselves apart in
47:22
Nigeria? People don't even expect much
47:26
from us. So the small that you do as a
47:28
podcaster, I respond two days late.
47:31
People are still tripped because they know the other podcasters
47:35
that they reach out to, They won't even acknowledge them at
47:38
all anyway. So when you have these people
47:42
now that are your ambassadors, recognize them, appreciate them,
47:45
acknowledge them in public, in private, give some of these
47:50
people early access. Like a printer that I used to
47:53
deal with in my photography days.
47:55
The guy used to give me any access to stuff.
47:57
When he moved to a new building, he sent me WhatsApp message.
48:00
You know, boy Alpha, I'm no longer in, in UTC.
48:05
I've moved here. This is the new place.
48:07
If I we bought the new machines and what which is that issuing
48:10
this and this and this. In fact, bring some stuff.
48:14
Let me give you discount. I want you to try some things
48:16
and just just tell me how this thing feels because I've been
48:22
asking the guy for canvas. I'll need to print photos on on
48:27
canvas. He didn't have canvas, sorry, on
48:31
texturized wood, but he didn't have texturized wood.
48:35
So the moment he moved into his new space and he got a canvas
48:37
machine, he sent me a message and then we spoke on the phone
48:42
that look, I know you want to do texturized wood, but I'm
48:46
guessing that you're actually trying to get that canvas feel.
48:49
And I say, Bros, you're correct. Canvas feel is what I'm looking
48:52
for. But I didn't know that we can do
48:54
canvas. I said we can do canvas.
48:55
The machine is just here. Then when you're ready, come
48:59
through, I give you small discounts.
49:01
Just just, you know, just make one or two wrongs and just see
49:04
how this thing is. Just let me know.
49:07
So I didn't have anything to do. Well, my cousin wanted to do
49:09
some stuff. I took my cousin there, give us
49:12
healthy discount and they were printed.
49:13
And it's like, you know, just this one is not about the money.
49:16
Just let me know how The thing is, how people feel this thing.
49:22
That's how you treat ambassadors.
49:25
The guy gave me early, early access.
49:28
I've just rolled out this, I've just rolled out that.
49:31
I'll come and try this one. Give you 50% off 1 return.
49:36
Just let me know you know how they receive it.
49:40
Give your ambassadors incentives.
49:43
Some people like to give financial rewards.
49:45
In my own opinion, I beg for now, stay away from financial
49:48
rewards because it can get tricky, especially in a Nigerian
49:52
context. Think I'm backfire.
49:55
There was a skin skin care professional that I was advising
50:02
and she was talking about how she wanted to give gifts out to
50:06
her ambassadors. But then one of the ambassadors
50:09
got very angry and I said what happened?
50:11
What did you give her? She now told me what she gave
50:16
and in my mind I was thinking, OK, this thing is OK now.
50:18
Like the hamper seemed OK until I started asking some more
50:22
questions about the things that woman had bought in the past.
50:26
By the time I looked at it, I was like, OK, I understand, I
50:29
understand. It can't be tricky.
50:35
Somebody cannot spend, let's say 2 millionaire with you.
50:39
Then by the time you're giving any gifts, the financial value
50:41
of the gift is like 20K. This nature, you're insulting
50:47
the personnel after somebody I spent like 2M with you, you now
50:50
buy her something OF20K. Like for what?
50:53
Because she told you that 20 K is our problem.
50:56
So that's why for me, I mean, financial rewards, it's it's
51:00
good. It's just that I don't know how
51:02
to make them work. So I just hope with a look at
51:04
this financial rewards like you only give somebody money to say
51:09
thank you. Hold off on that first.
51:11
Nothing can backfire. And then there's another one of
51:14
my clients, Well, not really my clients.
51:15
His daughter was my client. He's a former governor.
51:19
And there was 1 bottle of wine that he used to live on the
51:21
table and quite frankly was a cheap bottle of wine.
51:25
And I was always wondering that this guy is a big boy.
51:26
Now I can't believe in his bottle of wine here until one
51:30
day now in the middle of a shoot and somebody came and the person
51:32
asking that question that Bros, how can we have this one here?
51:36
So this bottle of wine, you know how I got this one that you know
51:41
so, so, so so everybody knew the guy, but you know me, I don't
51:45
know politics. So I don't know the guy is
51:47
somebody that here hooked up for something on the national level.
51:51
He said that this is the wine that so, so and so brought to me
51:53
to come and say thank you. Everybody laughed.
51:57
So that's the reason why I leave this one here.
51:59
So the way people come, I will show them that this guy that
52:03
I've helped see the thing that he brought to me to come and say
52:05
thank you, even me, that I'm not a wine connoisseur, even me, I
52:12
looked at that one. I was like, no, this one is a,
52:15
you know, like color Rossi and all these wines, they can just
52:17
get any, just go to any pharmacy and just buy any bottle of wine.
52:20
You know, that kind of wine was not even the the correct bottle.
52:25
So when it comes to gifts and financial rewards, I've seen
52:32
that one backfire too much. So for me, I'll say just hang up
52:35
on that one, you know first or going to receive advice from
52:38
somebody who knows these sorts of things.
52:40
But if you're going to give gifts, just know that you're
52:44
pegging it to the value of, you know, the kind of business that
52:48
somebody has brought to you in the past.
52:51
Then also these Niger. So also you have to gauge the
52:56
relative status of the parties. These kind of things are
52:59
important. You know, if the person is a big
53:03
boss, a big Madam, a bigger boss, you know, sometimes the
53:08
fact that you even think you can give a reward of monetary value
53:12
itself is an insult. So you can find some creative
53:16
ways of thanking some people. Like in Mumsy's case, there was
53:21
somebody that Mumsy helped. That's back when I was in
53:24
university. The person didn't come and give
53:27
my Mumsy money. What the person didn't say was
53:29
the person said, oh, Tavi Shima has almost finished university
53:33
now be mom. She said yes.
53:35
I said, OK, I thought as much, Madam, there's no way I can say
53:39
thank you to you because anything I bring will be too
53:43
small because it's not as if there's anything you need that
53:46
you know me, I can provide. But at least Tavishma, I know
53:49
that Tavishma does not have a mobile phone.
53:52
So just take this Samsung blue face and just, you know, give to
53:57
him. And that's how I got my first
53:58
mobile phone was a Samsung blue face.
54:01
And that's when I fell in love with mobile phones because I
54:03
remember looking at this Samsung, this blue face, I held
54:06
this thing in my hand and I said, hi, this thing is going to
54:10
make me lots of money. Then I just knew that the mobile
54:15
phone was going to make me rich. And that's, that's a podcast for
54:18
another day. And so that's how I got my
54:23
mobile phone. So in Nigeria, yes, we play that
54:25
game of relative status and we're trying to say thank you.
54:29
There's nothing you can give orga or Madam in a monetary
54:32
value or a give value that will make sense.
54:34
So sometimes we play these, you know, small games.
54:37
You do something for our girls on Madam's daughter, you know,
54:41
whatever, you know, to say thank you.
54:44
So this has almost been an hour. I think this is the longest
54:47
podcast episode I've made in 2025.
54:49
But I was trying to make you comprehensive so I don't come
54:51
back and record, you know, two or three episodes.
54:55
But in summary, if you want to wow somebody, you first of all
55:00
need to know what the person is expecting before you can go and
55:04
exceed that expectation. So make sure you're having
55:08
conversation. Make sure we are doing needs
55:11
analysis, make sure our understanding is on point, be
55:16
proactive, be professional about this whole thing.
55:22
And then what else? When it comes to acknowledging
55:26
our ambassadors, Please remember when it comes to money, you want
55:29
to give somebody money to say thank you or you want to give
55:32
somebody a gift to say thank you.
55:34
Nothing can be tricky. You know, gauge it well,
55:36
especially where the person is a high person is a high net worth
55:41
individual, a high paying customer, the person has spent
55:44
correct money with you or you guys are have unequal, I don't
55:51
know how to say it now, unequal status.
55:53
So that's an unequal status on equal social standing, let me
55:58
put it that way, because we all have equal status as human
56:01
beings. So me and the president, we are
56:03
the same. But you know, social standing of
56:07
the president is different from my own social standing.
56:09
So yes, we need to have on equal social standing.
56:11
So let me leave it there since I've said enough of trying to be
56:15
comprehensive. So that's it and that's all.
56:18
Remember, if you'd love to connect with me, you can call,
56:20
you can SMS, you can WhatsApp me on 08064662140.
56:26
Thank you for your time and attention.
56:28
I will catch you next time. Same place in your headphones or
56:31
in your speakers.