Robert Herjavec

And so many people watching are so focused on product features. Why is my product better? We said those things are important, but until we engage people, until we open their minds, they're really not going to listen to us. So we started in our sales calls Why did they say that? How did they say it? How were they sitting? What did you say? All those things. And none of our competitors.

And so many people watching are so focused on product features. Why is my product better? We said those things are important, but until we engage people, until we open their minds, they're really not going to listen to us. So we started in our sales calls Why did they say that? How did they say it? How were they sitting? What did you say? All those things. And none of our competitors.

Keep in mind, we're in a very, very technical field. And we're out talking to people about how they feel. Interesting. In order to sell them really technical stuff.

Keep in mind, we're in a very, very technical field. And we're out talking to people about how they feel. Interesting. In order to sell them really technical stuff.

We're selling comfort and we're selling safety. You know, there's the good salespeople sell features, great salespeople sell outcomes. And really great salespeople sell feelings. So I pivoted our company and I said, if the only thing you get out of the sales call is that the customer feels better, we've achieved something. Because that gives you the opportunity for another call.

We're selling comfort and we're selling safety. You know, there's the good salespeople sell features, great salespeople sell outcomes. And really great salespeople sell feelings. So I pivoted our company and I said, if the only thing you get out of the sales call is that the customer feels better, we've achieved something. Because that gives you the opportunity for another call.

And I didn't come up with the saying, but the saying is, people never remember what you say. They remember how you make them feel. And when I sold my first company to AT&T, interesting story, So everything I've learned about business, I learned on my own. I don't have a business degree. I have a degree in classical English literature. So I sold my first company to AT&T for, I think, $32 million.

And I didn't come up with the saying, but the saying is, people never remember what you say. They remember how you make them feel. And when I sold my first company to AT&T, interesting story, So everything I've learned about business, I learned on my own. I don't have a business degree. I have a degree in classical English literature. So I sold my first company to AT&T for, I think, $32 million.

I mean, $32 million for a kid that wanted to make $50 grand. That's a lot of money. Yeah, a lot of money. So AT&T does the due diligence on the business. They hire an external company. Anyway, long story, they bring me in and they say to me, we have a problem. I'm like, what's the problem? They said, well, you know, we hired this external company. We looked at your systems.

I mean, $32 million for a kid that wanted to make $50 grand. That's a lot of money. Yeah, a lot of money. So AT&T does the due diligence on the business. They hire an external company. Anyway, long story, they bring me in and they say to me, we have a problem. I'm like, what's the problem? They said, well, you know, we hired this external company. We looked at your systems.

We looked at the way you do ticketing, blah, blah, blah, blah. And we measured it with all your customer response and it's not great. And so I'm thinking, oh my God, I'm not going to get the $32 million. So I'm scrambling and I'm like, hey, did you ask those customers if they would buy from me again? And they're like, yeah, actually we did.

We looked at the way you do ticketing, blah, blah, blah, blah. And we measured it with all your customer response and it's not great. And so I'm thinking, oh my God, I'm not going to get the $32 million. So I'm scrambling and I'm like, hey, did you ask those customers if they would buy from me again? And they're like, yeah, actually we did.

So they flipped to the last page and they said, 97% of your customers said they would buy from you again, despite all of these things. And I said, you ask them why? And they said, yes. And they said two reasons. One, you made them happy. And two, they believed if they had an issue, you would take care of them.

So they flipped to the last page and they said, 97% of your customers said they would buy from you again, despite all of these things. And I said, you ask them why? And they said, yes. And they said two reasons. One, you made them happy. And two, they believed if they had an issue, you would take care of them.

And so you think about how many people are starting a business, how many people have a product that doesn't emotionally connect with their customers.

And so you think about how many people are starting a business, how many people have a product that doesn't emotionally connect with their customers.

It's not even just tech, though. You look at retail today. I just did an interview with Forbes or somebody about this. And the reporter said to me, they think retail is dead. And I don't think it is. I think we're going to see a resurgence in retail. But I don't think people are going to go to the mall to look around. You know, like, oh, I'm here. What shops are here?

It's not even just tech, though. You look at retail today. I just did an interview with Forbes or somebody about this. And the reporter said to me, they think retail is dead. And I don't think it is. I think we're going to see a resurgence in retail. But I don't think people are going to go to the mall to look around. You know, like, oh, I'm here. What shops are here?

I think people that depend on location to survive are going to be in trouble. But I think brands have an emotional connection. Like I will drive to a mall to buy Lululemon. I will drive to a mall to buy canned goose because those brands speak to me. So I think it's in everything. I think it's in tech. I think it's in fashion. We see it on Shark Tank. Yeah.

I think people that depend on location to survive are going to be in trouble. But I think brands have an emotional connection. Like I will drive to a mall to buy Lululemon. I will drive to a mall to buy canned goose because those brands speak to me. So I think it's in everything. I think it's in tech. I think it's in fashion. We see it on Shark Tank. Yeah.