Recap Video Quotes

Six Simple Listening Tips Here are six simple tips for not only practicing good listening in your customer conversations but also for creating a high-impact customer experience by showing them that you’re engaged. 1. Don’t speak: This is easy to say but sometimes hard to do. You simply cannot listen if you’re speaking or poised on the edge of interrupting the other person. So what should you do? Just shut up and pay attention to what your customer is saying. 2. Make eye contact: Since a majority of our communication is non-verbal, looking at a person is one of the best ways to clearly demonstrate focus and attention. Even when you’re on a video call, customers can often tell (by the way your eyes dart around) if you’re looking at them on the screen or if you are distracted. Keep that gaze locked! (But a nice, friendly gaze… not a creepy one.) 3. Use visual/auditory cues: Smiling, nodding, and appearing pensive are all great ways to communicate understanding and acknowledgment. Even small auditory cues like the occasional “yes” or “uh-huh” can show your customer that you’re following along. 4. Write things down: Writing things down not only helps you remember key pieces of information later on, but it also demonstrates to the customer that you’re interested enough in their insights to memorialize them in writing. But what if they can’t see you taking notes, for example, on a phone or video call? No problem. Just tell them you are! After your customer finishes telling you something, simply pause for a moment and say “I’m just writing this down” to produce the same effect. 5. Recap: Nothing illustrates great attention to detail like repeating back or summarizing the insights the customer shared with you. This is especially powerful when the insights were shared earlier in the conversation. For extra impact, quote them directly using their exact words, prefaced by the phrase “What I heard you say was… ” Echoing someone’s exact words is a powerful and scientifically proven persuasive technique (we’ll be exploring this tactic in more detail as it relates to handling customer objections in chapter 7). 6. Ask good follow-up questions: When a customer answers your question, resist the temptation to say, “That’s great” or “Awesome!” and then move on to the next question. Asking killer follow-up questions like “Tell me more about that,” “Can you give me an example?” or “How long has that been going on?” is a great way to demonstrate your interest in the customer’s perspective and leave the call with high-impact insights. In fact, when it comes to addressing customer objections, a study by Gong.io found that top performers ask follow-up questions 54 percent of the time, versus 31 percent for average performers.6

Included with the basic package is five hour reception coverage, a photo montage at the beginning of the video, and a highlight recap at the end. The photo montage includes up to 25 customer supplied pictures and an invitation, set to music along with titling and serves as the opening to the video. The photo montage is prepared ahead of time, days before the reception but it is not intended to be shown at the reception. Rather it is intended to be a professional quality introduction to the your fully edited video and it will distinguish your work from that of non-professionals. The highlight recap is similar to the photo montage as they are both set to music, but the recap is composed of short snippets of video that you shot from the event, rather than photos that were supplied by the customer. The finished edited video is comprised of three main parts; the photo montage, the main body, and the highlight recap. The entire video is typically two hours in duration.

PUTTING IT ALL TOGETHER I’ve explained a lot of concepts in this chapter, so I want to recap it all into something a little more tangible. Step #1: The first step is to figure out what type of show you want to have. If you’re a writer, then you should start a blog. If you like video, then you should start a vlog on one of the video platforms. Lastly, if you like audio, then you should start a podcast. Step #2: Your show will be you documenting the process of achieving the same goal that your audience will be striving for. As you’re documenting your process, you’ll be testing your material and paying attention to the things that people respond to. If you commit to publishing your show every day for a year, you’ll have the ability to test your material and find your voice, and your dream customers will be able to find you. Step #3: You’ll leverage your Dream 100 by interviewing them on your show. This will give you the ability to build relationships with them, give them a platform, give you the ability to promote their episode on your show to their audience, and get access to their friends and followers. Step #4: Even though this is your own show, you’re renting time on someone else’s network. It’s important that you don’t forget it and that you focus on converting it into traffic that you own. Figure 7.11: As you create your own show, focus on converting traffic that you earn and control into traffic that you own. And with that, I will close out Section One of this book. So far, we’ve covered a lot of core principles to traffic. We: Identified exactly who your dream client is. Discovered exactly where they are congregating. Talked about how to work your way into those audiences (traffic that you earn) and how you buy your way into those audiences (traffic that you control). Learned how to take all the traffic that you earn and all the traffic that you buy and turn it all into traffic that you own (building your list). Discussed how to plug that list into a follow-up funnel so you can move them through your value ladder. Prepared to infiltrate your Dream 100, find your voice, and build your following by creating your own show. In the next section, we’ll shift our focus to mastering the pattern to get traffic from any advertising networks (like Instagram, Facebook, Google, and YouTube) and how to understand their algorithms so you can get unlimited traffic and leads pouring into your funnels.