Sales Gravy: Jeb Blount Jeb Blount

On this episode of the Sales Gravy Podcast, Jeb Blount, the author of People Love You: The Real Secret to Delivering a Legendary Customer Experience, sits down with Talroo's Vice President of Success and Enablement Barry Klein to discuss why a focus on customer retention is crucial for revenue growth.



Jeb and Barry explore and focus on the strategic importance of customer success, the value of human interaction, and the role of company culture in shaping customer experiences and relationships.



Customer Success as a Priority: Emphasizing the importance of customer success in maintaining and expanding business relationships.

Retention Over Acquisition: Highlighting the significance of retaining existing customers as a more sustainable and profitable strategy compared to acquiring new ones, especially in challenging economic times.

Human Interaction: Despite advancements in technology, the conversation underscores the irreplaceable value of human touch in customer relationships.

Proactive Engagement: The need for businesses to proactively engage with customers to understand and adapt to their evolving needs.

Impact of Company Culture: A company's culture, particularly one that values ethical behavior and respect, can significantly influence customer success strategies and outcomes.

Adaptability and Responsiveness: The importance of being adaptable and responsive to customer needs as a way to ensure customer satisfaction and loyalty.

Long-term Relationships: The focus on building long-term relationships with customers rather than short-term transactions.

















Customer Retention is at The Heart of Business Growth

When it comes to growing a business, the real magic happens long after the sale is made. Think about your own experiences: every time you buy something, that's just the beginning of your journey with that brand. And if they treat you right, you're not just going to come back—you're going to become a loyal fan, maybe even spend more over time.



That's the secret ingredient to business growth. It's not about constantly chasing new customers; it's about keeping the ones you already have coming back for more.

The Power of Customer Retention

Finding new customers is hard work and expensive. It's like throwing a party and hoping people you've never met will show up.



Now, think about the friends who already love your parties. You don't need to convince them to come; they're already on board. They might even bring along a few friends of their own.



That's the beauty of focusing on your existing customers. You've already won them over once; now it's about making sure they feel valued and continue to enjoy what you offer.



A satisfied customer is your best advocate. They become ambassadors for your brand, sharing their positive experiences with others. This word-of-mouth is invaluable. It's authentic, powerful, and best of all, it's free. Every happy customer is a potential win, not just for another sale, but for bringing in new customers who've already heard good things about you.

Building a Community

At its core, keeping customers happy is about more than just good business sense; it's about building a community around your brand. It's about creating a space where people feel valued, heard, and connected. This community isn't just loyal; they're engaged. They're not just buying a product or a service; they're buying into an experience, a relationship.



One of the keys to keeping customers close is listening to them. It's about being open to feedback, even when it's tough to hear. Every piece of feedback is a gift, an opportunity to improve and to show your customers that you're invested in their satisfaction. It's about continually adapting and evolving to meet their needs.

On this fascinating episode of the Sales Gravy podcast, master sales trainer Jessica Stokes spends time with Steven Farber of Take Flight Learning discussing why it is important for salespeople and leaders to understand and adapt to different personality styles. You'll learn the significance of how understanding personality styles will elevate your sales skills, help you build deeper relationships, and improve your closing ratio.

Key Takeaways:



Importance of Personality Tests in Sales: Jessica expresses her enthusiasm for personality tests and their application in sales, emphasizing how understanding one's own personality and adapting to others' can enhance sales interactions and relationships.

Bird Personality Types: The conversation delves into the bird personality types, a concept used by Take Flight Learning to categorize different personality styles. These include the eagle (confident, direct, results-driven), the parrot (social, talkative, enthusiastic), the dove (peaceful, harmonious, methodical), and the owl (wise, analytical, observant). Each bird type has its unique communication style and approach to problem-solving.

Adapting to Different Personalities: Steven discusses the importance of recognizing and adapting to the various bird personality types in sales and everyday interactions. He shares anecdotes and examples to illustrate how understanding and flexing to different personality styles can lead to more effective communication and better outcomes in sales.

Practical Tips for Salespeople: The episode provides practical advice for salespeople on how to identify and adapt to different personality types in their prospects and clients. This includes paying attention to cues like tone of voice, body language, and response patterns to tailor their approach accordingly.

Personal Growth and Flexibility: Both Jessica and Steven emphasize the value of personal growth and flexibility in sales. They encourage salespeople to stretch beyond their comfort zones, be kind to themselves during the learning process, and continuously strive to improve their skills and adaptability.



Understanding Personality Styles is a Game Changer in Sales

People are different. You know it, I know it. You've got your quiet thinkers, your chatty Kathys, your decision-makers, and those who need a bit more hand-holding. If you're treating them all the same, you're missing out.



Think about your last sales call. Maybe it was smooth sailing, or maybe it was like talking to a brick wall. Ever wonder why? It's not always about the product or the pitch. Sometimes, it's about not clicking with the person you're talking to. That's where knowing a bit about personality styles comes in handy.



Understanding personality styles isn't just about making sales; it's about building relationships. When you get where someone is coming from, you're not just another salesperson trying to hit a quota; you become a trusted advisor. Think about it. Would you rather buy from someone who gets you or someone who's just pushing a product? It's a no-brainer.

Speaking the Same Language

Let's break it down. Some folks are all about the facts. They want the nitty-gritty details, the stats, the ROI. Then you've got the ones who are looking for a connection. They want to know you get them, that you're on the same wavelength. And let's not forget the decision-makers who want the bottom line, no fluff, just straight talk.



Now, imagine you're pitching to someone who loves details, and you go in all guns blazing with big-picture talk. It's like you're speaking French, and they only understand Italian. Not exactly a recipe for success, right?



Here's where it gets interesting. Once you start paying attention to these styles, you can tailor your approach. It's like having a secret weapon. You start speaking their language,

On this episode of the Sales Gravy Podcast, Jeb Blount sits down with KaTom CEO Patricia Bible to discuss what it takes to lead and sustain a hyper-growth company. Reflecting on her journey with KaTom, Patricia shared insights into the exponential growth of this hyper-growth organization. "It's been a whirlwind of achievements, challenges, and invaluable lessons," she remarked.

The Essence of Courage and Wisdom

Patricia's philosophy revolves around the courage to face adversity and the wisdom to learn from every experience. She fondly recalled a quote by Winston Churchill that resonates with her: "Success is not final, failure is not fatal: It is the courage to continue that counts." This mantra has guided her through the highs and lows, enabling her to lead KaTom with resilience and foresight.

Overcoming Adversity with Grace

The conversation took a deeply personal turn as Patricia recounted the challenges she faced following the unexpected loss of her husband and co-founder of KaTom. "It was a pivotal moment that tested my resolve, but it also brought to light the incredible strength and support of our team," she shared. Her ability to navigate through grief and lead the company forward is a powerful narrative of leadership in the face of adversity.















Fostering a Culture of Accountability and Innovation

Patricia's leadership style is characterized by a strong emphasis on accountability and a culture that encourages innovation. "Creating an environment where every team member feels empowered to contribute and challenge the status quo is crucial for sustained growth," she explained. This approach has not only propelled KaTom to new heights but has also cultivated a sense of ownership and pride among the employees.



Leading a hyper-growth company like KaTom involves navigating complex challenges and seizing opportunities with strategic foresight. Here are some key elements to successfully leading such a dynamic organization:

Visionary Leadership

Setting a clear, ambitious, and achievable vision for the company's future is crucial. This vision should inspire the team and guide decision-making at all levels. Being able to pivot and adapt strategies in response to market changes, technological advancements, and customer needs is essential for sustaining growth.

Building a Strong Culture

Creating a culture where employees feel empowered to take initiative, innovate, and contribute to the company's success. Fostering a sense of responsibility where team members are accountable for their results, encouraging a high-performance environment.

Talent Management

Hyper-growth companies need to attract top talent by offering compelling opportunities for growth, learning, and impact. Retaining top performers through continuous development, recognition, and providing pathways for advancement within the organization.

Scalable Systems and Processes

Implementing scalable systems and processes that can accommodate rapid growth without compromising on service quality or operational efficiency. Continuously seeking out and integrating new technologies and methodologies to improve productivity and stay ahead of the competition.

Customer-Centric Approach

Maintaining a deep understanding of customer needs, preferences, and feedback to tailor products and services accordingly. Developing strong relationships with customers, suppliers, and partners to ensure long-term loyalty and support.

Financial Acumen

Managing financial resources wisely to fuel growth while maintaining healthy margins and cash flow. Strategically investing in areas that will drive future growth, such as marketing and expanding into new markets or product lines.

Resilience and Perseverance

Being prepared to face setbacks and challenges without losing sight of the long-term goal...

On this episode of the Sales Gravy podcast Jeb Blount and Carole Mahoney, author of the hit new book Buyer First, underscore the importance of putting buyers first and aligning with the buyer's journey. They dive into the power of empathy, the art of listening, and innovative ways of selling that prioritize the buyer's needs and experiences to increase closing ratios.

Human Centric, Buyer First Selling

In the whirlwind of today's sales scene, there's a fresh, more human approach taking center stage. It's all about walking in step with the buyer's journey, tuning into empathy, mastering the art of listening, and flipping the script on traditional selling to truly put the buyer's needs first.

Navigating The Buyer's Journey

Picture the buyer's journey not as a straight shot from point A to B, but more like a winding road, complete with twists, turns, and the occasional backtrack. It's a ride through awareness, consideration, and finally, decision.



For sales folks looking to really connect, it's about getting the map to this journey, understanding the lay of the land at each stage, and customizing their pitch to meet the buyer right where they are. It's less about sealing the deal and more about being a trusted guide, helping the buyer navigate their options to find the perfect fit for their needs.



This shift towards empathy doesn't just feel good; it makes solid business sense, too. It transforms the buyer-seller dynamic into a partnership built on trust, paving the way for not just a one-off sale but a lasting relationship.

Empathy: The Soul of Sales Today

At the heart of putting buyers first is empathy. It's about seeing the world through the buyer's eyes, feeling their pain points, and genuinely wanting to help. This human connection is what sets apart the modern sales pro in a sea of information overload. By showing real care for the buyer's challenges and goals, salespeople can break through the noise, offering not just a product, but a solution that truly resonates.



But don't mistake empathy for mere niceness. It's a strategic ace, giving salespeople the insight to tailor their messages and solutions in a way that truly hits home for the buyer.















Listening is Key

Listening – really listening – is where the magic happens. It's about tuning in with all senses, catching not just the words but the emotions and unspoken needs behind them. This deep dive into the buyer's world uncovers golden nuggets of insight, enabling sales pros to craft responses and solutions that are as unique as the buyer's own story.



Today's buyer is savvy, connected, and expects more. They want interactions that are relevant, personal, and respectful. To sell more, adopt strategies that put the buyer's experience front and center.



This pivot to a buyer-centric approach heralds a new chapter in sales, one where understanding, empathy, and genuine connection are give you a competitive edge. As the world continues to evolve, those who embrace a buyer first mindset are set to not just survive but thrive, building relationships that last and driving success that's both sustainable and fulfilling.







Learn why more than 50,000 sales professionals and sales teams get the tools, tactics, and techniques to sell more on Sales Gravy University

On this must-listen episode of the Sales Gravy Podcast, Jeb Blount sits down with Ryan Taft. Ryan is the author of  the hit new sales book Story Getter.



Jeb and Ryan explore how buying is an emotional experience and sales pros that ask questions that get the story “why” behind the buyer’s “what” sell more. They dive into how curiosity and empathy are pivotal for transforming your sales approach.

Curiosity Is the Fuel of Story Getters

Top sales professionals understanding the human element. They have mastered the subtle art of connecting with people and leverage natural curiosity to get people to open up and share their stories.



Curiosity is the unsung hero in the sales process. It's about getting below the surface. This isn't about interrogating; it's about engaging in a conversation that uncovers deeper needs and desires. When a salesperson is genuinely curious, they ask questions that go beyond the standard script. It's about understanding the customer's journey, their challenges, and what they truly value.



Story Getters understand that curiosity is a gateway to understanding their business needs, challenges, and even apprehensions. It's a step towards a solution that's not just a product but a tailored answer to their unique problem.















Empathy is More Than Just a Buzzword

Empathy in sales is about connecting on a human level. It's about seeing the world from the customer's perspective, feeling what they feel. This emotional intelligence allows salespeople to build a rapport that goes beyond the transactional. When customers feel understood, they are more open to listening and engaging.



Consider a situation where a customer is afraid of making a decision. An empathetic response involves recognizing their fear, validating their feelings, and then collaboratively finding a way to move forward. This approach not only addresses the immediate concern but also strengthens the long-term relationship.

The Art of Balancing Curiosity and Empathy

Mastering the balance between curiosity and empathy is crucial. It's about asking the right questions and then genuinely listening to the answers. This balance creates a dialogue where the customer feels valued, understood, and want to share their story.



For instance, a salesperson might ask, "How does this challenge affect you personally?" This question shows that you're not just interested in selling a product but are invested in understanding their feeling. Listening actively to their response, and showing understanding, builds a deeper emotional connection.

Implementing Curiosity and Empathy in Your Sales Strategy

Integrating Story Getting into your sales strategy involves a shift in mindset. It's about moving from a selling mindset to a helping mindset. Adopting a curious and empathetic approach to sales conversations along with more effective questions, will give you a clear competitive edge.



Furthermore, this approach can lead to better problem-solving. Understanding the customer's needs and challenges, through their stories, allows for more tailored solutions, enhancing customer satisfaction and loyalty.



Remember, people don't just buy products or services; they buy experiences and relationships. By putting the human back into sales, we can redefine success in this ever-evolving field.







Learn the art of selling on Sales Gravy University, the world's most powerful sales training engine.

In the latest episode of the Sales Gravy podcast, we had the privilege of diving deep into the world of prospecting and sales with Kristin Andree from the Andree Group. Hosted by Sales Gravy Master Trainer Jessica Stokes, this episode offers a treasure trove of strategies, tips, and personal anecdotes that are essential for anyone looking for innovative ways to scale their sales career or business.



This episode is a blend of practical advice, innovative techniques, and motivational insights that can transform your approach to sales and client relationships. So, tune in, take notes, and embark on your journey to sales excellence.

The Bedrock of Sales Success: Truly Understanding Your Audience

Let's take a deeper dive into this enlightening conversation between Jessica and Kristin on Innovative Prospecting for Scaling Your Business and Sales Career. This episode is not just a discussion; it's a masterclass in understanding, engaging, and growing in the complex world of sales.



Kristin Andre begins by unraveling the essence of sales - understanding your target market. Her approach is straightforward yet profound: “Know your people, find your people, love them hard.”



This mantra goes beyond the surface, urging sales professionals to dive deep into the psyche of their target market. It's about empathy, understanding their needs, and aligning your solutions to meet those needs effectively.

Segmenting Your Market: A Strategic Approach

Expanding on knowing your audience, Kristin highlights the importance of market segmentation. By identifying niche markets and tailoring your approach to each segment, sales professionals can enhance their effectiveness. This targeted approach ensures that your message resonates more deeply with each unique group within your broader audience.















Innovative Prospecting: Leveraging Modern Tools for Maximum Impact

In today's digital-first world, Kristin emphasizes the need to think outside the traditional prospecting box. Using podcasts, social media, and content creation, salespeople can reach a wider audience and establish themselves as thought leaders in their field. This section of the podcast offers a goldmine of ideas for digital prospecting, including leveraging LinkedIn for networking and content distribution.

Crafting Engaging Content: A Key to Digital Prospecting

Kristin talks about the power of creating engaging, value-driven content. She delves into strategies for developing content that not only attracts attention but also establishes credibility and trust. This includes tips on understanding what resonates with your audience and how to consistently deliver content that keeps them engaged and interested.

The Art of Client Engagement: Beyond the Transaction

Kristin's perspective on client engagement is a refreshing take on building lasting relationships. She advocates for a personal touch in client interactions, suggesting thoughtful gifting strategies and meaningful communication that demonstrate genuine care. This section provides practical tips on how to transform client interactions from transactional to relational.

Building Lasting Relationships: The Long-Term Approach

Expanding on client engagement, Kristin discusses the importance of a long-term approach to building client relationships. This includes understanding client needs over time, being responsive to changes, and consistently delivering value beyond the initial sale. She shares personal anecdotes and examples that illustrate the power of long-term relationship building.

Personal Growth: The Intersection of Self-Awareness and Sales Success

Kristin's insights on personal growth highlight the importance of self-awareness in sales. She talks about the need to recognize and play to your strengths while seeking opportunities for growth and i...