Now,

in the first three, four years of him being a car salesman, his numbers were average or probably slightly below average because he was turning away some potential sales.

But then come the point where people needed their next car, they would say, I don't know his name, but they were going, what cars does Bob have as opposed to anything else? And people were coming back to him.

And that's such an example of looking at the customer experience all the way from start to finish, not just trying to optimize for the sale.

This is a weird thing for me to say, but I say a lot of weird things.

That's going to be something to get used to.

I think you have two first impressions as a business.

So from when the lead is generated, what's the secret sauce that you apply in almost every client relationship that helps increase the lead to books call ratio?

It should just never be like a part of the journey, right? What would you say?

I couldn't agree more.

I just think the purpose of the book that I wrote was I wanted businesses to realize that as a business owner, you know the answers to questions that your customers don't know.

You know what the process is, so you know what the next step is.

You know what they have to do.

And ultimately, you know the benefit they'll get from working with you, but they don't yet, specifically on agency owners and the solutions that you provide.

The problem is when you know all of that, and that's your mindset going into everything, what you lay out as a customer experience is based around your approach, not somebody who doesn't care about you and goes through it.

got

Being able to have a conversation and being able to help because everybody has a different journey going on when they come to you.

The biggest thing, the sentence that I think sums up a lot of what you've just said is automation shouldn't replace a human.

It should support them.

We are we're very attuned as people to detecting, even at a subconscious level, automations that are designed to make it easier just for the business, not exclusively for the person going through it.

And I had it earlier on, by the way.

Um, I want to, I've got internet and I've got my phone bill and my phone offers the internet in it significantly cheaper than I have my internet separately at the moment.

So I wanted to call and I wanted to do that and I had to go through 18 different bits and I got through to the end of the process and it said, this office is closed now at 20 past three in the afternoon.

life you have qpr fan it's

Just go through them again a tiny bit slower.

Yeah.

So first one, what was the best part of the day? 'Cause again, I want him looking back, even if he's had a bad day, to pick out the best bit of it.

Again, what's great about that? There's always something positive if you're looking for it.

What are you most grateful for? Because I want him to maintain that sort of level of gratitude as he goes through everything.

So sometimes he just says, "I'm grateful for mom," like, that she's there, or grateful that Nanny and Granddad live around the corner, and we can go and see them whenever.

I al- I, I always want him to, to have that, and he is an incredible, incredibly grateful child, even at the age of six.

We understand that far more deeply.