Valuetainment - November 16, 2021


The Million Dollar Customer - Not Who You Think It Is

Topics
worst customers
Hosted by
Patrick Bet-David
Mentioned
Mary John Larry
Former Portland Professor Details How Woke & Politically Correct Universities Have Become Oil Expert Exposes The HYPOCRISY Of The Environmentalists

Episode Stats


Length

7 minutes

Words per minute

203.95

Word count

1,455

Sentence count

147

Harmful content

Misogyny

7

sentences flagged


Summary

Summaries generated with gmurro/bart-large-finetuned-filtered-spotify-podcast-summ .

In this episode, learn what makes a good customer and a bad customer, and why you should stay away from them. You'll learn why John, Larry, and Mary are your best and worst customers, respectively.

Transcript

Transcript generated with Whisper (turbo).
Misogyny classifications generated with MilaNLProc/bert-base-uncased-ear-misogyny .
Topics generated with Qwen2.5-3B-Instruct.
Hosts, guests, and mentioned names generated with spaCy (en_core_web_sm), reconciled against Wikidata.
00:00:00.000 You know, very often salespeople and entrepreneurs do not fully know what makes a great customer and a bad customer
00:00:05.200 because all they think about when they think about a great customer is whoever made them the most money.
00:00:09.260 So today, I'm going to give you examples of three different customers.
00:00:12.220 John, who made you $50,000 in commission.
00:00:14.160 Larry, who made you $20,000 in commission.
00:00:16.600 Mary, who only made you $5,000 in commission. 1.00
00:00:19.240 But I'm going to share with you why Mary is your best customer as well as what bad customers to stay away from.
00:00:30.000 So let's start off by identifying what a bad customer is.
00:00:33.140 You know, we have the best customer, the worst customer.
00:00:35.100 What makes a bad customer a bad customer?
00:00:36.760 I've had tens of thousands of customers over the years, and I've worked with a lot of personalities.
00:00:40.960 And the moment I see trends of somebody potentially being a bad customer,
00:00:44.320 I immediately have to make a decision whether I want to pour into this person or do I have to pivot.
00:00:48.580 Here are some of the qualities.
00:00:49.780 See if you relate.
00:00:50.480 Number one, they're never happy.
00:00:51.840 No matter what you do for these bad customers, no matter what you ever do, they're never happy.
00:00:55.640 Number two, they're too demanding.
00:00:56.900 Number three, it's a small payday.
00:00:58.560 Number four, they take up way too much of your time.
00:01:01.640 Five, integrity issues.
00:01:03.040 Six, high touch, low payoff.
00:01:05.480 You spend so many hours calling this person, spending time with them for $100 payday.
00:01:10.940 Number seven, abusive to your staff.
00:01:12.860 Every time she calls in or he calls in, they disrespect your assistant.
00:01:16.420 They disrespect the people that are, everybody's at fault.
00:01:19.340 Everybody did something wrong where your staff feels like they're walking on eggshells trying to service this customer.
00:01:24.180 Number eight, try to game the system.
00:01:26.180 And last but not least, constant threats, meaning every time they're like, we're about to leave you, we're going to go, we're going to do this.
00:01:31.600 You're like, do I even have you or do I not have you?
00:01:34.200 These are qualities of worst customers.
00:01:36.720 You may have experienced it.
00:01:37.680 If you haven't, these are some of the signs.
00:01:39.400 Don't jump to conclusion right after that when somebody does it.
00:01:42.320 Let it be a trend where you all of a sudden see a pattern to say, I think this person qualifies to be in this area.
00:01:47.020 So now, let's set them aside.
00:01:48.740 Let's look at John, Larry, and Mary.
00:01:50.200 So John, client comes in.
00:01:53.000 Easy.
00:01:53.480 You sell him.
00:01:54.280 $50,000 payday.
00:01:55.660 You're like, wait a minute, what?
00:01:57.340 Super successful.
00:01:58.560 Has many different options.
00:02:00.360 Won't give you any referrals.
00:02:02.040 Zero relationship with him.
00:02:03.620 When you call him, you can never get a hold of him.
00:02:05.420 But he made you $50,000.
00:02:07.040 Okay?
00:02:07.520 So you put some time into him.
00:02:08.620 He came in.
00:02:09.620 Hey, here's what I want.
00:02:10.580 This is what I'm looking for.
00:02:11.360 Maybe you sold him a $3 million house.
00:02:12.800 Maybe you sold him a $2 million house.
00:02:13.980 Maybe you sold him a $10 million insurance policy.
00:02:15.620 Maybe you did a deal with him, whatever business you're in.
00:02:18.240 But you made a lot of money.
00:02:20.000 Biggest client ever.
00:02:21.260 Okay?
00:02:21.960 Number two, Larry.
00:02:23.560 Okay?
00:02:23.820 This guy comes in.
00:02:24.820 He makes you $20,000 commission.
00:02:26.720 Five-year follow-up.
00:02:27.560 Took you five years to follow up with Larry until he said yes.
00:02:29.780 So five years divided by $20,000, $4,000 per year if you really break it down.
00:02:33.540 He's creating momentum in his business, which means he's about to have a lot of success.
00:02:37.040 He's not at the success level of John.
00:02:38.920 Very friendly.
00:02:39.980 And he's got a young network.
00:02:41.360 Hasn't sent you a lot of referrals, but he's got a young network.
00:02:44.160 So today, if you compare these two, he sends you some referrals.
00:02:47.500 He sends you zero referrals.
00:02:49.680 $50,000, $20,000.
00:02:51.180 Now, let's talk about Mary.
00:02:52.260 Here's Mary. 0.99
00:02:53.520 Mary, she loves what you do.
00:02:56.760 She loves what you stand for.
00:02:58.840 She's a total believer in you.
00:03:00.860 She can only afford to buy a $600,000 house from you. 0.99
00:03:05.060 She can only afford to buy a small policy from you. 0.79
00:03:07.840 She can only afford to buy something very minimal from you where the commission's only $5,000, right?
00:03:12.700 However, because she's a believer in you, she sent you 28 referrals.
00:03:17.740 These 28 referrals have made you $111,000, and she tells everybody about you.
00:03:25.700 So on the surface, John's the best customer.
00:03:29.180 Larry's the second best customer.
00:03:31.040 Mary's not even one of your best customers. 0.83
00:03:32.780 But the reality is, Mary is your best customer, period.
00:03:39.020 She's easy to deal with.
00:03:40.160 You call her, she picks up, she tells everybody about you, she invites you to the birthday party,
00:03:43.340 she invites you to the different events, and she's constantly working for you.
00:03:46.840 See, the reason why this conversation came about, I was sitting there with a couple of
00:03:50.620 my sales guys who were having a sales meeting, and I said, give me the list of your top five
00:03:53.780 best customers.
00:03:54.440 And everybody wrote down their top five customers.
00:03:56.080 I said, tell me why you made your number one your number one.
00:03:59.740 Oh, because he made me $160,000.
00:04:01.920 Why is your number one number one?
00:04:03.140 Oh, because number one made me $88,000.
00:04:04.880 Why is your number one number one?
00:04:06.620 Everybody give me their number one.
00:04:07.760 And I said, so tell me why number five is number five.
00:04:09.600 Oh, because he only made me $13,000.
00:04:11.560 Tell me why your number five is this.
00:04:13.380 And I said, so let me ask you a different question here.
00:04:15.760 Tell me which one of your clients have given you the most referrals that's turned into business.
00:04:19.880 So the same guy that had a customer that made him $160,000, had another one that he put at
00:04:24.820 the bottom as number five best customer.
00:04:26.320 He says, number five best customer gave me 20 referrals who all bought and all spent a
00:04:32.560 minimum of $10,000 to $15,000.
00:04:34.820 Those 20 referrals that he gave him made him $250,000, even though the client only spent $15,000
00:04:40.380 or $20,000.
00:04:41.400 I said, that's your best customer.
00:04:43.100 You need to know what a best customer is.
00:04:45.580 With 10 clients like this, you can become a millionaire.
00:04:49.100 With 10 clients like Mary, you can become a millionaire.
00:04:52.580 So now if you're watching this, you're saying, well, first of all, you may have a referral
00:04:56.540 problem.
00:04:57.000 You don't even ask for referrals, but then you've got to get better out of script on how
00:04:59.520 to ask referrals.
00:05:00.500 You go, oh my gosh, I totally thought a person like this was the best customer, so do you
00:05:04.280 mean I don't help them anymore?
00:05:05.440 No, of course you support a job, who's not going to take a $50,000 commission.
00:05:09.740 Anybody would take a $50,000 commission or a $20,000 or a $5,000, but you water this one
00:05:15.060 the most because this one's working for you.
00:05:17.020 This one just sees you as somebody to do business with and that's it.
00:05:19.860 So now, a few things to think about on great customers.
00:05:22.940 You return on time.
00:05:24.300 They're easy to deal with.
00:05:25.220 They give you referrals.
00:05:26.060 They're constantly giving you connections.
00:05:27.240 They're constantly having influencers.
00:05:28.420 They have specialized knowledge that you can learn from, okay?
00:05:31.420 So in here from Mary, I'm getting a lot of contacts, a lot of connections.
00:05:35.760 This one doesn't even want to have a relationship with me. 1.00
00:05:38.300 This one wants to have a relationship with me. 1.00
00:05:40.300 So believe it or not, Mary's your best customer.
00:05:42.940 Larry's your second best customer, and John's your third best customer in this example because
00:05:48.260 he is headed going places, and he doesn't mind inviting you, and he's very friendly with
00:05:53.220 you, and he's a guy that's winning, and he's willing to spend time with you because his
00:05:56.740 contacts that he mentioned should be your contacts.
00:05:58.640 These are your two best customers.
00:06:00.260 John's your third best customer.
00:06:01.660 Having said that, I got two other videos I want you to watch if you enjoyed this video
00:06:04.520 and got a lot of value from it on sales.
00:06:05.780 If you got value, give it a thumbs up.
00:06:07.100 Subscribe to the channel.
00:06:07.900 Two other videos.
00:06:08.440 One of the other ones is it's three skills every salesperson must master.
00:06:12.420 Three skills, great salespeople master.
00:06:15.800 If you've never seen this, click over here.
00:06:17.080 The other one is the difference between customer service and customer experience.
00:06:20.820 It's a very, very different way of looking at customer service.
00:06:24.900 This video was shared at Microsoft, and they were teaching customer experience and customer
00:06:29.060 service based on this video at Microsoft.
00:06:30.900 If you've never seen it, click on that to watch it.
00:06:32.840 Take care, everybody.
00:06:33.480 Bye-bye.
00:06:38.440 Bye-bye.
00:06:39.020 Bye-bye.
00:06:39.360 Bye-bye.
00:06:39.780 Bye-bye.
00:07:06.860 Bye-bye.