Latest / Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders / 225: Exceptional Experiences with Neen James

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225: Exceptional Experiences with Neen James · Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders

• 2:14
  Welcome back, revolutionaries.
• 2:16
  And today I am so excited to be talking to Neen James, a friend, a colleague.
• 2:23
  uh Neen James is a leadership strategist, dynamic keynote speaker, and I could attest to that.
• 2:30
  uh Many of you probably are familiar with Neen from our customer service revolution.
• 2:36
  We had Neen uh one year as a breakout speaker and she crushed it.
• 2:41
  with highest rated that I begged her to come back and MC the next year and just tore, it just blew the roof off.
• 2:50
  She's the author of now three books, uh Folding Time, Attention Pays, and the upcoming book, Exceptional Experiences.
• 3:02
  Welcome, Neen, it's so great to see you.
• 3:04
  G'day gorgeous.
• 3:05
  And some of my best memories are being able to serve your community.
• 3:09
  We had so much fun.
• 3:11
  What you do in the world of customer service and this movement you've created, it has this ripple effect.
• 3:17
  So it's an absolute privilege to be with you today, my friend.
• 3:20
  you, Neen And I'm so, this book is awesome.
• 3:25
  Right up, you what I love and I think it's so timely.
• 3:30
  But before we get into that, um you know, tell our audience you're from Australia.
• 3:35
  Correct.
• 3:36
  And, you know, how did you get here?
• 3:39
  You know, you know, and what was it your parenting, you have, you know, the most vivacious energy.
• 3:45
  that you give off.
• 3:47
  The way I explain you in a nutshell is I say, you know, how a smile can be heard on the phone.
• 3:54
  Your emails, I can see, you know, at least you have me convinced in an email how excited you are to hear from me.
• 4:02
  And I know, you know, that's a gift that you make everyone feel like that.
• 4:07
  So special.
• 4:08
  you for saying that.
• 4:09
  You know, I think that's what I really want.
• 4:11
  That's been the whole through line of my body of work.
• 4:13
  And you and I are so similar in this regard, that I've always believed that the most important thing is to help people feel seen and heard.
• 4:20
  And I know that's the philosophy of everything that you and you and Denise talk about it on the podcast as well.
• 4:26
  And so for me, I think what was really fascinating is I was raised by a single mom in Australia, right?
• 4:31
  So I have quite a humble beginning and my mom worked clean houses.
• 4:37
  She would pick fruit.
• 4:39
  She sold lettuce on the side of the road.
• 4:40
  No matter how tired my mom was at the end of a busy shift, she would always walk through a community garden and she would pick a flower and she would bring it home to our caravan.
• 4:51
  In America, they call that a trail of heart.
• 4:53
  But she would put it in a glass and we called it a vase because we felt so fancy, right?
• 5:00
  But my mom reminded me as a little girl that no matter what, no matter about money or things, that
• 5:05
  everybody deserved luxury.
• 5:07
  Everybody deserved to feel special.
• 5:10
  And I think having that role model from such a young age, it is all of the work that I've done in my attention payers book and now with exceptional experiences.
• 5:20
  And I've chosen a career of service where we can really elevate that client experience.
• 5:25
  And you and I are so aligned with the way that we focus on
• 5:28
  giving undivided attention.
• 5:30
  You've taught the boys from such a young age and all your clients, your FORD method, like the way that we can be curious about other people so they feel seen and heard.
• 5:38
  That's definitely my background.
• 5:40
  Now, as an Australian, the advantage of that is I definitely have a very global perspective, but I became an American citizen as well so that I have a local perspective.
• 5:49
  Now, I'm the oldest of five.
• 5:50
  sound like I'm five, but all of these experiences, I think,
• 5:55
  is what's been so fun about creating this new book because I've always believed in this idea that, John, think luxury is a mindset.
• 6:04
  And when you grow up, when you don't come from that, it's been really interesting to be able to have research done.
• 6:10
  I have the only proprietary research study of its kind in the world on luxury as a mindset.
• 6:15
  So this little girl from a caravan or a trailer, if you are American listening to this, and to stand on stages around the world and talk to these
• 6:23
  know, CEOs of luxury and legacy brands.
• 6:27
  It's, pretty cool.
• 6:28
  It's pretty cool.
• 6:29
  It's so cool.
• 6:30
  And what an interesting background.
• 6:33
  uh credit to your mom, right?
• 6:36
  I mean, that's awesome.
• 6:37
  She raised five kids.
• 6:39
  of us, right?
• 6:40
  There's only one guy, poor Jamie.
• 6:42
  But I think what's also interesting is your family dynamic, you get role modeled around ideas of how to treat other people and how to be curious.
• 6:51
  And, know, mom, uh even as a single mom, she always was like the hostess with the mostest job, you know, like, my mom was the person that even we would know food in the house,
• 7:01
  somehow she would bake something if someone came over.
• 7:03
  And so hospitality, I've always thought hospitality is like a system of care.
• 7:07
  And because of the role modeling of my mom, I love having people in my home.
• 7:11
  Like having guests in my home, I take all the best practices I learned from my hotelier clients from around the world.
• 7:17
  And I want to apply that.
• 7:19
  when someone comes into my home, that's a chance for me to show them, hey, I care so much about you.
• 7:24
  Same as leaders do when they bring team members in to their boardroom or when they're in their offices or in their one-on-ones, that opportunity to elevate that experience, I love
• 7:33
  it.
• 7:34
  And everything you're talking about in your book, your new book, exceptional services, uh exceptional experiences, five luxury levers to elevate every aspect of your business,
• 7:48
  which will uh be dropping next week.
• 7:53
  And we're going to put all the links where you can get the book.
• 7:59
  You know, I love what you're talking.
• 8:00
  There's so many things you just talked about that I revisit, but I love what you just said.
• 8:05
  um You know, we need to be providing an exceptional experience when we're interviewing someone, right?
• 8:12
  You know, when we're onboarding, not just to our clients that we're hoping to get a six figure contract from, I also believe it's to, I think it's an ecosystem, right?
• 8:22
  I think it should be to our vendors.
• 8:23
  instead of just beating them up, trying to get them to the lowest price.
• 8:28
  And listen, we're all budget conscious, but we all hit hard times.
• 8:34
  And we need our vendors to be there for us during those hard times.
• 8:38
  And if you just melt them for every opportunity you could, they're not going to be there for you.
• 8:45
  And so that's so important.
• 8:46
  Yeah, John, one of the things we talk about in the book is how do you take relationships from transactional to transformational?
• 8:52
  And those relationships we have with our business partners are vital because those business partners are helping us achieve success.
• 9:00
  We also talk about it in relation to team members.
• 9:03
  The team members that you have are delivering that client experience for you.
• 9:07
  So we need to take really good exceptional care of them.
• 9:11
  Too often brands are focusing on the client and they're forgetting about those really unique relationships that help transform that experience.
• 9:19
  I think about this with my hoteliers.
• 9:22
  If you think about a beautiful luxury hotel, when you walk into the front lobby, everything is exquisite.
• 9:27
  So front of house is exquisite.
• 9:29
  It's the hoteliers who pay as much attention to detail to the back of house for their team that have the greatest success.
• 9:37
  And so as leaders, can think of front of house and back of house.
• 9:41
  What are those impressions we're giving our clients and the back of house?
• 9:44
  What's all the training and the investment that we're making in our team, in our relationships, in our vendors, as you say.
• 9:51
  And so we talk about that quite a bit in the book, but these five luxury levers, what they're designed to do is
• 9:58
  That's levers for us Americans.
• 10:02
  Wait, I'm sorry, I should know this.
• 10:05
  Where in Australia did you grow up?
• 10:06
  So in a really, really tiny little town no one would have heard of, but I always say Sydney is home.
• 10:11
  So in a tiny town, had like, gosh, I think it might've had one traffic light when I was a little.
• 10:19
  So yeah, but I always say Sydney is home.
• 10:21
  Most people know where Sydney is.
• 10:22
  Yeah, yeah, Sydney.
• 10:23
  To me, Sydney felt like a US city.
• 10:27
  I hope that's not an insult.
• 10:28
  But it was was fabulous, like a Chicago.
• 10:30
  I mean, just vibrant.
• 10:32
  was actually, truth be told, disappointed because when I'm flying over the first time, I'm expecting the outback and, you know, and Sydney's not that I got to then go to the Gold
• 10:44
  Coast and Perth and see a little bit more how movies depict it.
• 10:49
  But I felt like I just landed in Chicago or New York.
• 10:52
  in a good way, but it wasn't the Australia that was commercialized to, I'm sorry, let's go back to the five lovers leavers.
• 11:00
  um And I interrupted you, I'm sorry.
• 11:05
  No, not at all.
• 11:06
  was just thinking, if you think about being able to do two things, what the book will help, it's a framework.
• 11:13
  It's really for people who are responsible for revenue in their business.
• 11:17
  So whether that is you're a leader in your company, whether you are an entrepreneur, but the way that it is, about if you've read Will Guadara's book, Unreasonable Hospitality, I
• 11:27
  think, and I was talking to Will about this the other night, it is like a love letter to the hospitality industry.
• 11:32
  If you love that book,
• 11:33
  What you'll love about my book, it's the framework, the playbook on how to execute that.
• 11:38
  Because these five luxury levers, to use your pronunciation, what we're going to do is be able to help you be top of mind to capture the attention of potential and existing clients
• 11:51
  all the way through to be able to own, to be top of market so you can drive revenue.
• 11:56
  So I always think of it as like mind share, market share.
• 11:59
  How do you not only capture the attention of clients you want to work with, or in your case, what you were saying before, team members you want on board, all the way through to
• 12:06
  be able to have them as advocates for your brand and your business?
• 12:10
  Because if you think of advocates, John, you have so many for the work that you do at The DiJulius Group but advocates are almost like your unpaid marketing sales team.
• 12:19
  They're out there telling the world about how great you are.
• 12:22
  These five luxury levers based on all of the work I do with luxury and legacy brands is the framework of how you put in what I call systems of elevation.
• 12:33
  All of the systems we need to be able to ensure that all of our clients, our team, the community in which we serve feel seen and heard and valued.
• 12:42
  And I learned so many of these lessons that I got to practice with all the consulting I do with luxury brands.
• 12:48
  If someone makes you feel amazing, it's some of the luxury brands.
• 12:51
  I love that.
• 12:52
  I love that.
• 12:53
  you know, what I got from reading your book is correct me if I'm wrong, two things.
• 12:58
  It's not a B2C uh only book, Business of Consumer, B2B.
• 13:03
  I mean, this is what we should be doing, you know, with our clients, with our, you know, if you're in sales, if you're an account executive, manufacturing, you can do this.
• 13:14
  There were so many examples we use, John, whether it is hospitals I work with, manufacturing firms I've served, definitely luxury hospitality.
• 13:22
  But the book is designed to have a diversity of examples because I believe luxury is inclusive and exclusive.
• 13:30
  See, I luxury is for everyone every day.
• 13:32
  We all deserve that investment because you're worth it, right?
• 13:36
  Think about, know, Taylor Swift was talking about this just recently, that luxury of your attention, like we need to make sure we're also investing in the right people that deserve
• 13:46
  that and that we know we're worth it.
• 13:47
  But it's not just about that.
• 13:50
  What I also believe is luxury is inclusive for everyone, but it's exclusive in that we can give that red carpet experience to everyone, to our team, to our clients, to our business
• 14:01
  partners, to our family, the community in which we serve.
• 14:04
  And so the book, while it definitely uses some of my lessons of being in luxury, it is for everybody every day.
• 14:12
  And if you are in sales or if you're responsible for the customer experience or the client experience, this is the kind of reading you need because there's so many systems of
• 14:20
  elevation, not always, they don't have to actually require a lot of money either.
• 14:24
  Some of them are no cost strategies we can all do.
• 14:27
  And the other thing that I got from reading the book is it's not just for the high end business model, right?
• 14:35
  You could be a medium tier, lower tier.
• 14:39
  And like you said, a lot of your ideas are no cost.
• 14:42
  And so you don't have to be.
• 14:45
  digital AI world, John.
• 14:47
  People crave the human connection.
• 14:50
  more than ever and it's more vital today than ever because we are one 20th, the human interaction we had 20 years ago.
• 14:58
  So, you know, if I go out today, if I decide to, you know, not order online and not Uber eats or whatever, you know, and I actually go out, you know, that human interaction with
• 15:09
  that hostess, with the cashier, with, you know, the person on support.
• 15:14
  is more critical than it ever was because this might be the only one or two I get today outside of my family.
• 16:42
  yeah.
• 16:42
  It was interesting.
• 16:44
  of my clients is Virtuoso Travel and Matthew's the CEO, Matthew Upchurch.
• 16:48
  He and I were chatting about this recently at Virtuoso Travel Week and he's interviewed for the book, he's featured in the book.
• 16:54
  And one of the things that he loves to say is that we need to humanize the exceptional.
• 16:58
  And I believe that, I think for us to stand out as leaders, we need to humanize the exceptional.
• 17:04
  Now, obviously I am very biased because I believe in exceptional experiences.
• 17:09
  But I believe in them for everyone, John.
• 17:12
  One of the things that I said to you was when I was little, I believe that like luxury is a mindset, right?
• 17:17
  And why?
• 17:17
  Because what I found to be true is when you think that you are worth it, you can deliver that amazing experience for others.
• 17:26
  Now, when I consult to luxury CEOs and their legacy brand CEOs, I thought everyone knew luxury was a mindset.
• 17:34
  And so I just Googled it.
• 17:36
  was like, well, luxury is a mindset.
• 17:37
  Surely there's a research study on that, right?
• 17:39
  Well, there's not.
• 17:40
  There's plenty of research on how luxury makes people feel, But there was nothing about how people think about luxury.
• 17:48
  And so because there was no research study on luxury as a mindset, commissioned my own.
• 17:52
  And so I went out to a research firm and I said, hey, luxury is a mindset.
• 17:56
  And the owner, Susan Bayer of Audience Audit said, Neen, like, research doesn't work like that.
• 18:00
  What was interesting was she came back, John, she said this, there's not one luxury mindset, there's four.
• 18:06
  And what we learned is when you want to truly grow your business, when you want to impact the way that you communicate, what we need to do is speak the luxury language of the
• 18:17
  clients you want to attract because people think about luxury differently because luxury as a word can be quite divisive.
• 18:23
  People think, it's all about expensive things.
• 18:26
  But in actual fact, it is a mindset.
• 18:28
  We understand now how luxury affects your confidence, professional development, how long it takes you to make a decision, who impacts your decision.
• 18:35
  This research study was very comprehensive.
• 18:38
  But no matter how people thought about luxury, John, there were two things that came up in the study that every listener for your podcast can relate to.
• 18:45
  And that is this.
• 18:46
  Luxury is a reward for hard work, whatever your luxury is.
• 18:49
  And the thing that I love the most
• 18:51
  is the research study confirmed, everybody agreed luxury is about experiences, not things.
• 18:58
  And you and I are so aligned on that because we believe in curiosity and attention and making people feel seen and heard.
• 19:04
  So I love that it confirms for me that luxury is about experiences, not things and how we show up as leaders.
• 19:11
  That's the experience other people have a view.
• 19:13
  So I want that to be a luxury experience.
• 19:15
  Yeah, you know, I was so guilty of that uh earlier in my career uh as a leader.
• 19:22
  um Back when it was, you know, my job was running the salons 25 years ago or maybe more.
• 19:30
  I, you know, drive to one of our locations and I, you know, I was probably cutting it close for a conference call, you know, I had to get and so I, you know, run through the
• 19:42
  salon.
• 19:43
  get to a back office, get on the call, clean up email.
• 19:48
  And my wife would come in and she's like, what's wrong with you?
• 19:51
  I'm like, what do mean?
• 19:52
  She's, everyone says you're in a bad mood.
• 19:54
  And the first couple of times I'm like, well, screw everyone.
• 19:57
  I'm in a great mood.
• 19:59
  I just had to get back to the office and get shit done.
• 20:02
  Well then, the next week, same, next time I came in.
• 20:06
  And when everyone's wrong, but me,
• 20:11
  There's a sign there that I'm the one that's wrong and perception's reality, right?
• 20:16
  And if I walk in with my head down and you're an employee and you're like, there's John, you and you go to wave and I don't even see you, right?
• 20:26
  I'm in a good mood.
• 20:27
  But if 10 out of 10 people think, oh, John's in a bad mood or he didn't have the decency to make eye contact and say good morning, Neen, and thanks for, you know.
• 20:38
  And that's it.
• 20:39
  I love, mean, God, I'm writing down so many uh great things.
• 20:43
  um You keep on bringing up, and I love this, um and I have it um in my hopper for a blog.
• 20:51
  So you're gonna help me with it right here.
• 20:53
  Everyone's using, um make people feel seen and heard, right?
• 21:00
  But it's become almost a platitude, like, you know, customer first.
• 21:06
  delivers all these things.
• 21:09
  Let's make it tactical.
• 21:13
  How does one person in a uh 90 second interaction or a 30 minute meeting, how does one make the other person, employee, stranger in an elevator, I know you're a master at this,
• 21:28
  uh a client, actually what's the definition, what's a tactical that I can measure and say,
• 21:34
  Neen, you totally made that person feel seen and heard if I'm watching on a video, or Neen, not so much.
• 21:42
  Do you have a thing?
• 21:43
  I know you talk about this.
• 21:44
  Listen with your eyes.
• 21:46
  I love that.
• 21:46
  love that.
• 21:47
  Donovan taught you that.
• 21:49
  You're amazing.
• 21:51
  So for those of you listening, I was in a very heated debate with my little friend who's five and we would debate, if you've ever debated with a five year old, you know exactly
• 22:00
  what I'm talking about.
• 22:00
  uh But he didn't think I was listening to him, John.
• 22:03
  He got so mad at me.
• 22:04
  He jumped in my lap.
• 22:05
  He grabbed my face in his tiny little hands.
• 22:07
  He turned it towards him and he said this, Neen, listen with your eyes.
• 22:12
  And he reminded me, John, we don't just listen with our ears, we listen with our eyes, we listen with our heart, we listen with our soul.
• 22:19
  And what I challenge everyone listening to this is to start listening with your eyes.
• 22:24
  Because when you give someone the gift of your undivided attention, you put your devices away, you get away from the distraction, you step away from the screen, you close your
• 22:32
  laptop and you give someone that gift.
• 22:35
  Now, if we want to really elevate the human connection, people need to
• 22:40
  I love that.
• 22:41
  And you taught me that and I actually use it in my presentation, know, insatiable curiosity and listening with your eyes.
• 22:47
  And I used to do a trick when someone would come up, an employee would come into my office and say, John, do you have five minutes?
• 22:55
  I'm like, sure, sure, sit down.
• 22:56
  I close my laptop and then I do something counterintuitive.
• 23:01
  If my cell phone was in my sport jacket or in my drawer, I would take it out, which is like, I'd say, hold on, Nien.
• 23:08
  and I'd shut it off.
• 23:10
  Or I'd pretend I shut it out, But then I put it, I'm like, Neem, what do you got?
• 23:15
  And you're like, wow, like, there's something good.
• 23:19
  Yeah, I say, you know, when you're listening to someone and you're so engaged that someone could blow a firecracker off and you wouldn't hear it, you know?
• 23:29
  you're like, did you hear that?
• 23:31
  Hear what?
• 23:32
  Right?
• 23:32
  um It's about
• 23:34
  Nothing.
• 23:35
  It costs nothing.
• 23:36
  to give people the gift of your undivided attention.
• 23:38
  When I think about, had the privilege of interviewing Ove Amla, who is the founder, the co-founder of the Ritz, as we know.
• 23:46
  And one of the things that the Ritz is famous for is they've empowered their team members to have a budget of up to $2,000 that if they hear something that a guest says, they can
• 23:54
  then execute on that and surprise them.
• 23:56
  They're all about surprise and delight.
• 23:58
  And so one of the things he and I were talking about is it's not just about making people feel seen and heard.
• 24:03
  I take it a step further in the book.
• 24:05
  It's make them feel seen, heard and valued.
• 24:07
  And that's what's really important.
• 24:09
  We want people to feel that they are valuable to us, our business, our community, our church, our temple, but make people feel valued as well.
• 24:17
  And you have such diversity in the team that you serve, the clientele that you serve.
• 24:22
  It's our responsibility to ensure that we make sure that we stand in service of those people in the most exceptional way.
• 24:31
  And that does require us all to take a step back.
• 24:33
  to listen with our eyes, but make people feel seen, heard and valued.
• 24:38
  And I think that's important.
• 24:39
  I'm working with Joseph Beth Booksellers um and working with them.
• 24:45
  And it was really interesting because this is kind of what got me on the whole, what's the tactical definition of feeling seen and heard?
• 24:54
  um And uh their CEO, Adam Miller, talked about, if someone comes up to them, they're in a lot of hospitals, right?
• 25:04
  wow.
• 25:04
  And so they'll say, uh you you'll want to say how you doing, because you might not be doing well.
• 25:10
  um And you're, they're customer basis, probably family members visiting, right?
• 25:16
  Correct, And that's a uh open-ended question that you might not like the result, right?
• 25:22
  So they'll say who you visiting.
• 25:25
  Not necessarily why, but I'm visiting my mom, I'm visiting my daughter.
• 25:29
  And then, but what he talked about, which I really liked is,
• 25:32
  you know, like a Starbucks where you grab the product and you start scanning it.
• 25:37
  And maybe, you you say, how you doing?
• 25:39
  But you're scanning it, right?
• 25:41
  And that's really not feeling seen and heard.
• 25:44
  That's what you're supposed to say.
• 25:46
  And the way he talked about, which I love, is when you walk up to the counter, you know, who you're here to see, great.
• 25:51
  And, you know, how are you?
• 25:53
  And pause.
• 25:55
  One second pause, get the, and then pick up the thing.
• 26:00
  And we're not extending the interaction from 90 seconds to five minutes.
• 26:06
  There's not a longer wait time as a result.
• 26:08
  But just to make eye to eye, I love that top on you, right?
• 26:12
  Really, I mean, that's a beautiful color on you and it acts that, you know, just those little things.
• 26:17
  And what your book, you know, reminded me of is what I call the daymaker dopamine.
• 26:23
  Yes, I love this concept that you took.
• 26:25
  Yeah, and that, you know, when you work in any of these companies that encourage their employees to, you know, do these things.
• 26:35
  um And again, being a daymaker does not have to cost anything.
• 26:39
  Correct.
• 26:39
  Right?
• 26:40
  It's little things.
• 26:42
  And um who feels the best?
• 26:45
  Yeah, yes, the guest, client, customer, whatever we call them feels good.
• 26:50
  But when you go home and you left an impact on someone, you feel the best.
• 26:57
  Yeah, and I talk about this in the book, but the way I talk about it is slightly different.
• 27:01
  And that is, I believe we can all have champagne moments.
• 27:05
  And a champagne moment is taking something ordinary and making it extraordinary.
• 27:10
  And something that brings you joy, makes you smile.
• 27:12
  It might be drinking your coffee out of a fabulous cup.
• 27:15
  coffee cup because you're worth it.
• 27:17
  That might be a champagne moment.
• 27:18
  It might be taking a little longer to spend time and play with your puppy.
• 27:22
  That's a champagne moment.
• 27:23
  So what we're encouraging people at the end of every chapter, there are specific champagne moments we encourage people to think about and people are tagging me now, hashtag
• 27:32
  champagne moments.
• 27:33
  And I love that.
• 27:34
  if you, if you're listening to this tag me, Neen James, but also hashtag champagne moments, something that brings you joy, something that makes you smile.
• 27:42
  It doesn't remember have to be expensive.
• 27:44
  Luxury is about experiences, not things.
• 27:46
  And so as we go through our day, John, if we look for these champagne moments, we are more likely to get that dream maker, dopamine that you're talking about because we're
• 27:56
  actively looking for those opportunities to make people smile.
• 28:00
  I always think, we all know I love champagne, but I think about the joy that a glass of champagne gives me, all those little bubbles representing all those joy bubbles, those
• 28:08
  things that we can do to bring that delight to other people.
• 28:12
  And for those of us who are serving in a customer service or a client relation role, that is a part of our role is to bring that.
• 28:19
  I have hospital clients, one we've just done this transformation project, and we focus specifically on the ED department.
• 28:26
  because the people there are at their most stressed, most anxious self in the emergency department.
• 28:32
  And what are those sort of champagne moments we can bring for those few moments to your point?
• 28:38
  And so I think we can all have champagne moments every day.
• 28:40
  We're talking to Neen James, bestselling author of the new book, Exceptional Experiences, Five Luxury Levers to Elevate Every Aspect of Your Business.
• 28:53
  Neen, this is great.
• 28:54
  I want to get into more specifics.
• 28:58
  Listen, like you, I've read every book out there, especially on customer experience.
• 29:04
  And I can't believe how much I highlight it.
• 29:07
  how much you've taught me.
• 29:09
  The really cool thing is because I know you and I know you're not making this up or grabbing it off chat, GPT And I mean, you live this and your clients benefit from this.
• 29:20
  So do we wanna mention the five luxury levers?
• 29:23
  I love to give people a high level overview.
• 29:27
  imagine a triangle, if you're listening to this, what I want you to think about is at the bottom of the triangle, we have mind share, being able to be top of mind.
• 29:34
  At the top of the triangle, we have market share, being top of market.
• 29:38
  And what we're trying to do is we're trying to think about a friend.
• 29:43
  I think hard share is over the whole thing.
• 29:46
  You get it.
• 29:46
  You get it.
• 29:47
  did the heart.
• 29:48
  Yeah.
• 29:48
  Yeah.
• 29:49
  Absolutely, 100%.
• 29:51
  The first of when you think about the luxury levers, what I want people to think about is we have to be able to capture someone's attention, which is enticing them to want to work
• 29:59
  with you.
• 30:00
  We can do that through great storytelling, through creative collaborations.
• 30:04
  And then the next step we're up is to invite.
• 30:06
  We want them to feel a sense of belonging to you and the community that you are part of.
• 30:12
  And people need to start to see your expertise as we move through.
• 30:16
  we go from entice, invite,
• 30:18
  And then we get up and I think what I love about this is then we get to excite these people.
• 30:23
  We get to do things that are share worthy.
• 30:26
  We get to leverage the five senses.
• 30:30
  And then what we're thinking about is then how do you truly delight everybody so that they want to be able to tell others about you, which is where we get to ignite.
• 30:38
  Ignite is where we are starting to have these people.
• 30:41
  capture their attention all the way through to the fact that we then got them to be advocates.
• 30:46
  So it's doing everything from capturing the attention all the way through to being able to create advocates in your business.
• 30:54
  a lot- Brand evangelists.
• 30:56
  Absolutely.
• 30:57
  Because think about those brand evangelists for you, John.
• 31:00
  Those people are out there telling the world about what they love.
• 31:04
  And there's so many systems of elevation in the book for each of the five luxury levers that all of the listeners can apply.
• 31:11
  And what you can think about is they are often things that you can just elevate in the business you have.
• 31:17
  And so what I people to think about, whether you are an entrepreneur, whether you have a salon, whether you are someone who's running a multimillion dollar company, there's so
• 31:26
  many strategies in here that you and your team can apply.
• 31:29
  What I'm finding is people, leaders are buying it for their entire organization because they're creating this framework and they're asking themselves, okay, how do we roll out
• 31:38
  the red carpet for our clients?
• 31:39
  How do we elevate it?
• 31:40
  How do we systemize thoughtfulness?
• 31:43
  So all the strategies we have in the book, everyone can apply.
• 31:46
  It's very actionable, very detailed.
• 31:48
  uh you know, neenjames.com, neen, N-E-E-N-J-A-M-E-S, neenjames.com, and all this will be in the show notes.
• 32:00
  You can get the book there.
• 32:01
  You can find out more about Neen's services.
• 32:04
  She is a fabulous, amazing, top rated keynote speaker and consultant.
• 32:10
  Follow Neen James.
• 32:12
  on all the social media, LinkedIn, uh Instagram, what else, Jan?
• 32:18
  Jan, YouTube?
• 32:19
  Yeah, YouTube, Instagram, Instagram, play every day so you can follow my adventures there and make sure hashtag champagne moments and LinkedIn.
• 32:27
  Please reach out to me on LinkedIn if I can help as well.
• 32:30
  Yes.
• 32:30
  Neen, what do you want leave our listeners with?
• 32:33
  And listen, I just want to tell our listeners, you got to get the book.
• 32:37
  um This is one of the best interviews I've ever done.
• 32:42
  No credit to me.
• 32:43
  But you are an ATM machine just in this little bit more than half an hour of ideas.
• 32:49
  And I don't think that hits 1 % of what the book gives.
• 32:54
  Like, as great as you are, this conversation isn't doing the book.
• 32:58
  This isn't just platitudes of, this is actionable things that any business can do.
• 33:05
  I love it.
• 33:05
  Exceptional Experiences by Neen James.
• 33:08
  What do you want to leave our audience with?
• 33:09
  I want to remind our audience that they are worth it, that you deserve the champagne moments.
• 33:15
  Luxury is a mindset.
• 33:17
  And if you can remember luxuries about experiences, not things, and you can combine that with the ability to listen with your eyes, you will provide an exceptional experience for
• 33:26
  everyone that you have the privilege of standing in service of.
• 33:29
  Thank you, Neen.
• 33:30
  Thank you for the person you are.
• 33:32
  I truly mean this.
• 33:33
  You know, we've, I feel like we're old friends.
• 33:36
  I like to think we are, but we've only, you just the way you make people feel.
• 33:41
  You remember my boys, you ask about them.
• 33:44
  You made a big impact on them and everyone.
• 33:48
  Catrice, who I think did your hair in the back studio.
• 33:53
  She was such a love.
• 33:55
  Yeah, mean, they everyone you come in contact with, you you leave a lasting impression.
• 34:02
  And as you know, um we don't know how important that is to some people.
• 34:07
  We think a smile, a nod, you know, taking a few extra seconds with someone, you know, and you just don't know what they're going through and what that could do.
• 34:17
  You know, it's something I like to say um is uh if you want to make price irrelevant.
• 34:24
  focus on putting the bounce in people's step, right?
• 34:28
  And if I could make you walk a little taller, have that bounce, are you more likely to leave our interaction and maybe you're going on a sales call, maybe you're going on an
• 34:39
  interview, maybe it's a first date, you know?
• 34:42
  And my thing with this is there's a myth.
• 34:45
  that it's totally about what your book talks about and what you talk about.
• 34:49
  There's a myth that people that are more successful have higher self-esteem.
• 34:54
  I don't believe that.
• 34:54
  I think people with higher self-esteem become more successful.
• 34:58
  uh that's what your book really oh teaches is how to put about that luxury experience is putting a bounce in people's step that they're not getting anywhere else.
• 35:10
  Thank you, John.
• 35:11
  That's so kind of you to say that.
• 35:13
  Thank you, Neen.
• 35:13
  All right, Revolutioners, we'll be right back after this.