This month, a successful Amazing Selling Machine student is sharing some fantastic actionable strategies with our members in Amazing Profit Monthly, our monthly magazine for physical product business owners. Not a subscriber of Amazing Profit Monthly? What are you waiting for?
Patrick was one of seven who participated in the Smartest Marketer contest at Amazing Selling Machine Live Event in February 2015. During this contest, seven contestants stood in front of over 3500 attendees and presented their creative marketing strategies. At the end, attendees had the opportunity to vote for their favorite one. In Amazing Profit Monthly, Patrick expanded on his strategy in a step-by-step way. We interviewed Patrick and dug a little deeper on his experience with ASM:
Patrick, tell us a little about how you found Amazing Selling Machine and how your life has been since you started.
In October 2013, I was on an international flight and was sitting in the same row as a gentleman that was with a group from ASM (I believe it was AMM at that time). They were on a mastermind trip to China. We started talking about ASM and it?s principles and I became very intrigued. He invited me to ASM2, but at that time I had a lot going on and I didn?t sign up. It was a bad decision and I knew it, but again, it wasn?t the right time. When ASM3 launched, I signed up without hesitation.
I really enjoy my business and I do it full time. My wife does the phone calls and she?s good at it. But it?s something that we can do together. We’ve had our fair share of challenges along the way, and we are working on growing our business.
The biggest perk is being able to spend more quality time with my family. Working from home was an adjustment at first, but it?s great to be there for my wife and kids at a moment’s notice. While I did enjoy traveling in my previous job, being away for a week or two at a time was tough. I wouldn?t trade what I do for anything in the world. I am very grateful for ASM and the opportunities I am able to seize because of what I learned.
In APM, your actionable advice is all about customer service. Why do you believe outstanding customer service is the key to success?
I am truly trying to build a brand. There are all sorts of methods to do that, but I?m a believer in a grassroots movement. It comes from customers themselves. If you provide a quality product with superior customer service, you have just heightened the purchasing experience and that person that bought your product is not just a customer, but potentially a raving fan.
A lot of what?s in my customer service strategies are taught by Amazing Selling Machine. There are a couple of ideas that are uniquely mine though. I am a person that needs a checklist or a to-do list. I made-up some actionable items to do every day in order to get into the habit of interacting with our customers and then built what I have from there. I continue to tweak and test.
In my opinion, when you reach out to a customer with an attitude of gratitude, you are more likely to get honest feedback. Even if the customer has a complaint, you are more likely to turn it into a positive if your approach is proactive and coming from a place of appreciation. Are you going to satisfy everyone? Of course not. But having a solid customer service approach is more likely to put the odds in your favor.
Our second product idea actually came from a customer. The product fit all the ASM criteria, but it wasn?t on our radar at the time. One day a customer said ?I wish you made this.” So now we do!
At ASM Live Event, you went on stage to present your strategy with the entire audience. What was that like for you?
It was an awesome experience. I wasn?t even going to enter the strategies contest, but a couple of guys that I met earlier that day talked me into it. I really didn?t think I was going to get picked. When I got the text saying that I had been chosen to present my strategy, I was at the networking lunch. I was so excited I left the room and I called my wife about it right away.
Actually presenting my customer service strategy in front of 3000+ people was exhilarating. It was such a rush. I was so nervous before getting on stage, but once I got up there, I calmed down. Being able to share the stage with Matt and the other contestants was an honor…however in my case, 3 minutes wasn?t enough! I?m grateful to have been given the opportunity to share my idea. After the event ended for the day, I spent about 90 minutes speaking with some people and answering questions. I can?t say enough how rewarding the experience was for me.
What is the biggest change you’ve seen since you started using the strategies you provided in APM?
The seller rating and reviews have been the short one or two word comments even though they were all 4 and 5 stars. After making customer service a priority and implementing the strategies, the majority of the reviews we now receive are high quality, well written 4 and 5 star product reviews and seller ratings.
Matt Clark is the Chairman and Co-Founder of Amazing.com, a serial entrepreneur, and investor. He’s been featured on Forbes, CNBC, and Entrepreneur.com.