Susan Drumm says the difference between selling and serving comes down to genuine belief. When you show up to serve rather than sell, customers wear your branded gear like personal symbols, and their stories fuel momentum that's hard to stop.
It'd be one thing to just like sell a bunch of people on something, but whether it was the t-shirts, whether it was the bracelets, every single time that somebody came back to me with a story of how it impacted them or somebody they gave it to, or that they wear it every day and it reminds them. One of our shirts said, just a kid with a vision, right? And people really gravitated towards that one. And that's all that was, is what I called myself. Mm-hmm. Other people identify with that. And so I think for me, the thing that still to this day drives me the most is that I really I just believe in wholeheartedly what we're selling. When you show up to serve, not sell. Now, if what I'm selling serves you, then let's do it. But when you really show up to serve and you believe in what you're doing, it's really hard when you constantly are getting feedback about how incredible this experience is for them and whether it's the product, the mission, the community, whatever it is they get from it. It's hard to let off the gas when people are reminding you every single day that it makes a difference to them.
Why the Biggest Doors Open When You're Not in the Room | Michael Roderick & Susan Drumm
The Simple Audit That Adds a Human Touch to Every Customer Interaction #shorts
