The Customer Experience and Me_Nigel Botterill

9/5/2013
Who the f*** are you?
“Keep ‘em
Coming
Back…”
Nigel Botterill
• Privately owned company
• Formed in 2002
• c£10m p.a
• Helped over 4000 people set up in business in
last 7 years
Eight £million + businesses…
…from scratch…
… in 8 years
Loads of Awards
Top 11 Best-seller
Feb 2011
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9/5/2013
Oh,
& I spend around
£200,000 p.a
on events…
A couple of
nuggets
NigelBotterill.com
QUESTION:
When you’re speaking
with your biggest
customer, who’s the
most important person
in the world?
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9/5/2013
Your brochure: the
truth
Put “up yours” in the middle
Business is about
having a
good time
What business are
you in?
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9/5/2013
Botty Rule No.2
“The first big leap from ordinary
business to big income business
comes quickly once the business
owner makes the intellectual,
emotional and actual switch from
‘doer’ of his/her thing to ‘marketer’
of his/her thing”
FACT:
Super successful business
owners are all expert at
marketing & sales
The doers…
…do things and then get around to
marketing if there’s ‘time left over’…
…often say “I’m no good at marketing”…
1 4 15 60 20
…or don’t like it.
Botty Rule No. 11
“Most people in your industry or
sector are wrong
– about everything!”
Q Why do customers choose you?
AThey like you ….
They heard about you
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9/5/2013
Q
Why do they stay with you?
Q
Why do customers leave you?
A
Because you performed
A
Because you didn’t do a good
Because they liked you…
enough job
Price was a symptom
You were vulnerable
They lowered their
price and took
your business…
Your biggest
barrier to
customer
Retention?
What do
customers say
after they leave?
You!
This is a responsibility lesson…
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9/5/2013
If you’re not making
enough money…
…you just need more sales
By the way:
Mark Gallen
‘The Challenger Sale’
…which comes down to you
well worthy of study
How many
Referrals
you getting?
Botty Rule No. 34
“Doing the hard work that
makes the selling easy.”
Guaranteed
way to
get a referral:
I promise you:
Repeat business
has nothing to do
with selling...
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9/5/2013
Want more
repeat sales?
“All things being equal
people want to do
business with friends…”
“All things NOT being equal
people still want to do
business with friends…”
Next rule
Satisfied
OR
Loyal?
You’ve gotta truly believe that:
…Your business is the best
…Your products & services are good
…You’re the greatest person in the world
FACT:
Mediocrity comes
more from lack of
belief than it does
from lack of skill
So ...
Discover their buying motive
… Uncover the benefit – for them,
in doing business with you
… Properly understand their desired outcome
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9/5/2013
You can be a master at
repeat sales if
you just know
why they buy
“But Nige,
how do I
find out
why they
buy?”
How many
people
cold call?
UDDER 1
You get
referrals by
earning them
MILK YOUR
OWN COWS
UDDER 2
You get
testimonials by
asking for them
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9/5/2013
UDDER 3
There isn’t one
customer that you
have that you can’t
generate more cash
from…
Botty Rule No. 10
Your existing
customers are your
single biggest,
most overlooked
resource…
It’s
“It’s not your customers job
to remember to do business
with you...
Your Job
...it’s your job to remind them”
to remind them
Follow up…
Follow up…
You can’t just
use e-mail…
Follow up…
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9/5/2013
The Ricoh
Arena…
Facebook Ads
…and chocolate
The single most useful
tool to build
sustainable
relationships?
Training
Education
For a free copy of the book:
Top 11 Best-seller
Text
“NIGELB”
followed by your email address
to
88802
10
9/5/2013
When I started in business
I really wasn’t very good.
£343,167
Little natural talent/ability.
Books
No skills or experience that
were relevant
Conferences
Online Courses
Manuals
Info Products
Seminars
Boot-Camps
Summits
Mastermind Groups
Most people in businessdon’t
make this type of commitment…
…and most people in business
don’t enjoy the level of success
that they set out to achieve.
Strong correlation between their
commitment to finding and following
proven success strategies and their
eventual level of success
Coincidence?
For a free copy of the book:
Text
“NIGELB”
followed by your email address
to
88802
11
9/5/2013
12