Harness LOVE to WIN CLIENTS for LIFE

Rise and shine, it's Ennspresso time! Good morning, Believe Nation, it's Evan. My one word is believe, and I believe in you. I believe in that amazing gift you have inside you that needs to be shared with the world. So let's start the day off right together. Grab your cup of coffee and sip on today's message: love your customers. Over to you, Tony Robbins. I wake up every morning. Espresso keeps me going. I wake up every morning.

Treat people at the end of the relationship like it's the beginning and there won't be an end. And that's not just your intimate relationship. What if your customers, what if you fell in love with your customers, with your clients more than your product? More than your company, if your entire life is about meeting their needs, if you would do what for your customers or clients? You would do what? If you love your customers and clients, you'd do anything. Guess what? They're going to love you. But most people love their customers and clients as long as they buy from them, do what they want, respond to them. And when they don't, they go, "That's the end." You want clients for life, not just customers? Fall in love with them. It's a different focus, isn't it? It's a different meaning, and that creates a different life because you make decisions differently from that place.

Too many people treat their business like a machine that's supposed to just generate money for them instead of understanding what a business actually is. And that's when you provide a lot of value to your customers. Then guess what? They come back, they want to buy more, they tell their friends. When you love them, when you treat them like they're your family, like they're the closest thing to you, when they feel that love and care and attention, then they love you back. You have to give it first before you can expect to receive it. Most people are used to being treated like a number. Why do you stand out as an entrepreneur? It's going to come because you, your story, your passion will come through instead of dealing with a giant corporation. The benefit of going with a big company is they have the reputation, they have the experience, they have the trust, they have the customers, they have the testimonials. Why should I buy from you instead of buying from this big giant corporation? Because you're going to care, right? Because I love you because I see your stuff and I'm just consumed by it because your story means something to me, because you're going to try to help me out when that big company isn't. That's how you win as an entrepreneur, especially in the early stages. You need your customers to love you, and that's not going to come from them loving you first. It's got to be the other way around. You have to love them first. You have to overdeliver like crazy. You have to give them more than what they expected. A couple quick examples from my life. My real estate agent. This guy was just the closest guy to me when I was looking to get a new condo and sell my house. This guy was the closest guy to me. He was across the street. I go, "Yeah, great, that guy, great." Literally, you know, accidental coming across this guy. And he did a fantastic job, not just helping me in terms of the advice and how much should I sell for and managing the process. But a lot of it of managing me and what I hate. So, you know, I hate paperwork. I hate it. Like, think of real estate, signing all the papers. I hate it, I hate it, I hate it. It's such a waste of time. I hate formalities and administrative work. And so he allowed me to do everything electronically. It's great. Paste. Yes. Accept, accept, accept. Done. Automatic signature. Yes. Amazing, right? I love it. And that's kind of a little bit beyond the expectation, right? Compared to other real estate agents. It's not like Amazing, but it's better than what most people would do. But the next one, you know, I had a leak in my fridge. I had a leak in the freezer and like water kept coming out onto my floor and I didn't know how to solve it. You know, I'm not— I'm the least handy guy in the world. I could change a light bulb, but that's about it. I didn't know why this thing kept leaking and I had to keep cleaning up the floor. So Mark came over and he said, you know what, let me come over. I'll just come over and check it out. Like, yeah, you could, you could deal with the building and all that stuff, but let me just come over and see. And he came over and he showed me the problem. He said, here's how you fix it. Right, like he took time out of his evening after he'd already closed the sale. And like the next time I'm going to buy from him and move out to another place, maybe a couple of years. So why invest the time, right? He'd already done a great job for me. I was still going to refer him and probably work with him the next time. Why invest the time to come over? It's just, that's his style. And I love it, right? I love it. And so the next time I move, I'm hiring him again. Anybody who asks me for a real estate agent, I'm giving him the business. And you got to deal with Mark first. He's going to give you amazing service. And just by doing those little extra things, by him showing me love, I'm going to show that back to him. That's what you need to do for your business. There's another woman named Maria who I'm doing some work with now. She was the— she's the mother of somebody who works for me. At my business and she was selling internet services. I'm like, okay, great, like try to support the people in my community, my family of employees. And I thought, okay, great, we'll use that service. And the service didn't end up really working out for us just for a variety of reasons, didn't quite provide the level that we needed, but I loved her. I met her and she's got this just insane vibe, amazing energy, trying to contribute, asking me about my business, trying to figure out ways to help, even though she's not in my business. You know, she doesn't know anything about my business. She's not the expert in my business, but she just loves it, right? When I had my book come out, as soon as I posted on Facebook to my friends, I need people to review my book. Anybody wants to review my book? I need feedback. I need 30 people. She's like one of the first ones in. I want to review the book. I want to give feedback. And she devoured it, left amazing feedback, underlining, highlights, mistakes, suggestions, and just had this amazing, caring, giving vibe. And so after the internet thing, she switched businesses to another company selling a whole bunch of natural products. I don't even remember the name. I can't pronounce the name. It's this crazy name. And I'm now looking for ways to help her, right? So the deal we worked out is part of that business sells nutritional bars, energy bars, healthy energy bars. It's like, great, I want to help you. I love you. Every month I want to order $100 worth of energy bars and we'll give them to my team at Toronto Dance Salsa. Do I need them? Not really. Would I have done it normally? No. I just love Maria. She's great. Like, she did so much to help me from just a love, energy, great person to be around, so much care that now I'm going out of my way to try to help her and find ways that I can help her in her business. That's what you want. That's what you need. You got to show so much insane love towards your customers that they feel it. You break through. You're the one company that breaks through that actually cares about that person, and then it'll come back to you. They will buy from you. They will look for reasons to want to buy from you. They will look for reasons to want to refer people onto you because they felt that love that you showed them. Stop treating your business like it's just an income-generating machine and actually care about your customers. When you do that, you start to see. That big growth. So the question of the day today is, I'm curious, what is something that you've done to really show the love to a customer? What's the story you're most proud of, of what you did to help a customer out? Leave in the comments below. I'm really curious to find out. I also want to give a quick shout out to William and Tim from projectauthenticity.org. Thank you so much for picking up a copy of my book, Your One Word, and posting that picture in that, that blog post of you going through the exercise. I really appreciate I hope you gained a lot from the book and are applying the lessons to your life and your business, and I just want to thank you for your support. So thank you guys again for watching. I believe in you, and I hope you continue to believe in yourself and whatever your one word is. I'll see you again tomorrow morning for another shot of espresso. I wake up every morning, espresso keep me going. Do you care what people say, what people think of you?

No, no, I mean, I gave up a long, long time worrying and concerning myself over that, you know. I care what people say about what I do professionally. I care about what my customer says, you know. That's what I do care about, because why do I do what I do? I do what I do because I love women. I want to empower women. I want women to feel good. I want them to feel beautiful. And so I care about what what my customer thinks because I want to give her what she wants. But generally speaking, I don't, I don't focus too much on anything negative.

Brands are so important, and that's one thing at the company we're making a big investment in, of building our brands, but building it based on substance, starting with having great cars, trucks, and crossovers, starting with having a good relationship when you interact with the company, when you interact with our dealers, because they're, they're our face of of the company. And it's every— one of the things in our value of customer is every interaction matters. And if you really put the customer at the center and you look at— because what I find with most customers, I mean, we, you know, a car, truck, or crossover has about 30,000 parts that are integrated with millions and millions of lines of software. And we have rigorous validation processes, and they're improving as we We've really worked to be industry leaders in having a systems approach to how we put cars on the road, but if something happens, a customer, A, wants you to care, wants you to listen, wants you to care, and would like you to fix it. And it's really that easy. If you listen, you care, and you fix it, they will be your best advocate. One of the stories I tell is in the early days of the ignition switch, one of the things we said We had done extensive testing. We knew the vehicles were safe to drive if you just use the key or a key with just a ring. But we said to customers, if you are uncomfortable, we will give you a loaner. And so in the early days, getting that situated where communicating to all of our dealers, making sure they knew, and getting the loaners. I had a customer who was very upset, said, you know, you said I could get a loaner. I went to my dealer. They said they don't have one. And so he sent me a note saying, you know, and it was kind of personal, it was like, and I hate you and I'm never gonna buy a General Motors product again. It wasn't exactly that, but that was the tone. And so I said, of course it was on a Friday afternoon, and I went, okay. And so I called my head of customer service, and I sent the note, I sent a note back to him, 'cause other than email, I didn't know how to get ahold of him. I said, could I call you? Would you be willing to share your phone number and could I give you a call? So a minute or two later I get the phone number, I pick up the phone, I call him, I listen, and I said, you know what, you know, this is, it's early days in getting loaners, I'm sure there was a misunderstanding, would you give me a chance to work on this? And I immediately called Alicia Bowler Davis, our head of customer care at that time, and by the next morning we had a car for him. And the next week I got this note, I can't believe you cared. I can't believe you talked to me. And I can't believe the next day I had a loaner. And so, and said, this is a company I want to be associated with. And so, again, it's every interaction does matter. And I think doing the right things, putting technologically leading vehicles and services and providing that value to customers, but then if something happens, dealing with it Standing up, I think that's the only way.

Right now would be the perfect time to share a customer service story with you. True story. A couple years ago, I got a call from a young lady. I was all excited. She tells me she's looking for a property, and then she says the word lease. Our favorite words as realtors. I'm looking for a lease. "Uh, you know, unless it's an $85,000 a month lease, I don't know." But I was in a good mood, so I took that call, and I said, "Sure, I'll help you find a lease." And it turns out it was a $5,000 a month lease. And I took her around for 6 months. The term was only a year. Anyways, I like to finish what I start, so I went through with it, found her an amazing place. She couldn't be happier. In fact, she was so happy that she called her father that night and she said, "Dad, I got the greatest place. My realtor's amazing. He doesn't care about money at all." And it happened to be that her father was sitting next to the CEO of his company, and he heard the story, and that CEO said, "Actually, I'm thinking of selling my penthouse. Maybe I should use that guy." Sure enough, I went in, I met the CEO, and I got the listing of his $4 million penthouse. While I was sitting that open house on that $4 million penthouse, 'cause that's my favorite thing to do, a celebrity walked in. And that celebrity walked around and he checked out that incredible penthouse, and he looked at me and he said, "Yeah, this is cool. Do you have anything cooler?" I said, "Sure." So I went back to the office and I put together the list of the coolest penthouses you could find. And I showed that celebrity around, and that celebrity ended up buying an $11 million penthouse, which broke the record for Santa Monica. So from that lease, that $5,000 a month lease, which led to that $4 million penthouse sale, which led to that $11 million penthouse sale, And it is the gift that keeps on giving on and on and on. That is why customer service is so important to everybody's business.

Raise your standard.

Apple, at the core, its core value is that we believe that people with passion can change the world for the better. Not one drop of my self-worth depends on your acceptance of me. I don't ever give up. I'd have to be dead or completely incapacitated. Hey, Believe Nation, if you want to see my all-time favorite top 10 rules of success, I have a very special secret video for you. These are the individual clips that I have personally learned the most from and applied to my life and my business. Check the link in the description for details.