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The Science of CX podcast. Key Takeaways Into More Productive Customer Engagements with Richard Blank
The Science of CX is a groundbreaking new weekly podcast developed to
address the millions of businesses that need to learn techniques to compete better
in today’s business landscape, by using CX as the cornerstone of a new strategy.
Join Steve Pappas in the lab as he puts his 25+ years to the test to make your
business (soar, grow and accelerate).
Getting to know Richard the man. How did he end up with such a large collection of restored pinball machines and jukeboxes?key ingredients to ensure an effective micro-expression conversationHow agents can positively handle and grow from negative calls and feedback from customersRunning a small business? Well tune in and find out what tips Richard has to help you leverage your everyday conversations into a goldmineTime and numbers. Find out whether or not it's productive to measure your employee’s efforts based on the number of hours or sales made Richard shares with us his unique and world-class system of training and mentoring new agents An exercise you can easily pick up in helping you become a better micro expression reader
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Key Takeaways
Learn how to turn new customers into the most loyal customers and be on the
mind of everyone in town. Whether you’re a beginner or seasoned expert, you will
learn something useful in each and every episode.
CXpert - interviews with CX Leaders and Influencers that have made it their
business to treat customers like a million. Steve, will use his years of CX-Centric
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learn new techniques and also avoid some
Steve has built a career transforming, growing, expanding and turning around businesses. He has created successful companies by delivering remarkable customer experiences. Steve makes sure each employee has the actionable knowledge necessary to make better decisions, build great culture and serve customers in a way that increases loyalty, referrals, sales and satisfaction.In his recent role with Panviva, the knowledge cloud company, Steve expanded the Australian software company successfully into the US to a market powerhouse position. Steve also advises many companies annually on their CX strategies. Industry associations, publications, and Fortune 500 companies invite him to speak and write about CX best practices in healthcare, finance, utilities, insurance, and telecommunications.A successful entrepreneur in his own right, Steve has built and sold six companies. He has spent many years cultivating his approach to CX and each company has held to the mantra of “the customer is at the center of the universe.
In fact, his first CX initiative was a college Honors project where Steve redesigned the student registration system to ease the process of registering for classes and enhance the student registration experience. He then went on to running an Technology Division with over 12,000 employee customers, while working for one of the largest global government contractors. All the while addressing internal customer expectations and increase customer satisfaction and productivity.Next, he perfected the concepts of personalization with marketing automation tools to better target and deliver one-on-one communication with customer messaging. Now, Steve is focused on helping business leaders build great strategies to deliver the ultimate in customer experiences and drive their business to new heights.When he is not driving CX strategy or launching companies, Steve plays the guitar and mentors startup business. He lives in New Hampshire with his wife and sons.
you're listening to the science of C. X. A podcast that hopes to inspire business owners and leaders to learn new techniques and turn prospects into customers, enter customers into raving fans. My name is Steve Pappas. I'm known for my relentless pursuit of all thing’s customer across my career. And in my six startups, I've had to learn how to make decisions in business that customers really respond to. Let's spend some time together and help your business soar grow and accelerate. Well, welcome everybody to another episode of the science of C. X. I'm Steve Pappas, your host and as always, we look everywhere to find the experts that can help you in your business journey as well as your customer experience initiatives within your organization.
Today is No exception. Today we're going to be talking about some remarkably interesting areas. We're going to cover a lot of material. Please take notes if you want or you can come back and listen to it multiple times because that makes it seem like we have more listeners. Hey, yeah, do that. Instead listen to this episode 3, 4 or five times. That'll do it. Anyway, we're going to be talking about advanced telemarketing strategies. We're going to be talking about conflict management, interpersonal skills, customer support, rhetoric, Gamification, employee motivation and phonetic micro expression reading.
Have I piqued your interest yet? Well, we have a gentleman on today. His name is Richard blank, and he comes to us from Costa Rica, and he is the head of a great business process, outsourcing contact center, but he's also an expert in so many different areas that we want to talk about. So why don't we bring him in from the virtual green room? You know, there's no real green room of course by now, but let's pretend he's coming in from the green room and we'll welcome him to the show.
Richard, thanks for joining us today on the show. See, that's an amazing introduction. I'm so happy to be here, really enjoy your work and cannot wait to share amazing ideas with your audience today. That's great. Well, I'm going to give folks a little bit about your bio just so they understand where we're going to start from and maybe some interesting things about you too. So, Richard's journey in the car Contact center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in san Jose Costa Rica with a mix of motivational public speaking style backed by tactful and appropriate rhetoric.
Richard shared his knowledge and trained over 10,000 bilingual telemarketers. I think he learned a few things along the way. Richard blank has the largest collection of restored American pinball machines and antique rock ola jukeboxes in central America making Gamification a strong part of Costa Rica Contact center. Culture. Richard blank is the chief executive officer for Costa Rica’s Call center since 2008. Richard also holds a bachelor's degree in communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla Spain, a keynote speaker for Philadelphia's Abington High School, 68th National Honor Society induction ceremony.
Giving back to the high school is especially important to Richard as such. He endows a scholarship each year for students that plan on majoring in a world language at the university level. So, I've got to start Richard with the first part here that just jumped right at me as the largest collection of restored American pinball machines and jukeboxes. Now if anybody knows me, they know that I love pinball aside from playing guitar for the last for years. I love pinball, I don't quite go into the Galaga and those things that my wife loves but I love playing pinball.
So, tell us what you have got, I'd love to know what kind of pinball machines you have Steve, I'm so glad that you started with dessert first and naturally our favorite class in school was recessed. So absolutely. I grew up in the seventies and eighties and the arcades were just some of the most amazing places to make friends and compete. It was so new and the artwork on the cabinets and the marquees, it really was an experience and always wanted that game room like Ricky Schroder and silver spoons.
I was jealous. So, I wanted one and down here since I own a call center and I have the space, I go treasure hunting and one man's trash is another man's treasure and they just really do not know what they have in their bodegas. And so, I will find a machine and bring it back here. And with specialist I restore them now regarding my pinball machines. The oldest one that I have is a 1976 Bally's freedom. And one of the newer ones would be like, let's say a last action hero where a doctor who I have an M. B. A fast break in a mouse.
And around I got Williams, space shuttle 1987 I got a judge Dredd Street fighter, two lethal weapon, three jokers, World cup hook and Jurassic Park. So, it turned out into a hobby became an obsession. And when you're a married man, you decide which hills to die on which swords to fall upon. And my wife and I have this agreement where pretty much everything is in her favor. But the one thing she knows that makes me happy of restoring these old classic jukeboxes and pinball machines because what an error and the craftsmanship and the fact that they've been preserved for decades shows that people really cared about these machines.
Now you and I was awfully expensive growing up. So, it seemed like a luxury. But the fact that we can afford it. It really is something that I take full advantage of when I have the moments with just not my agents but myself. There's always a pinball marathon going on down here. Well, it's great that you have the employee engagement to do that. But I'll tell you, we had bought one, we had a terminator pinball machine at one point that had the gun for the pinball release, but it took so much to get it into the basement of the home that we were living in when we sold the house.
We negotiated to sell the pinball machine, so I didn't have to get it out of there. It was so heavy to move, and I wasn't about to, but I have been in the market for another one right now. The prices are through the roof on all those two. I was looking for an Adam’s family or another terminator, but the Adams family was the one that kind of thrilled me and as well as jukeboxes, it's funny, we have a lot of similar interests in collection.
I don't have any jukeboxes. I wanted to cut my teeth on the first one and I have a buddy in the UK that restores German jukeboxes and he's one of the largest in the world that restores those early seventies and eighties jukeboxes that were built in Germany. I think it was like N C D M or something like that and that's an interesting market. But let's get on to some of the other areas that we're going to talk about. I gave folks at the beginning of the episode, a lot of terminology that we're going to be talking about today.
And one of the things that I really wanted to discuss, this idea of phonetic micro expressions, I don't know if our audience knows what that really is or maybe some do and of course they'll yell at me in the comments etcetera. But can we talk about these things because let's jump into some of these areas that we're going to get across and are these all used the things we're going to talk about? They all used in the contact center, and can you train people in all these areas?
They're used in my call center and just depends on the sort of profiled agent that you have there. Let me take it back a bit. Everybody studies micro expression reading. There was a tv show called Lie to Me that specialized in where you can judge people's postures, their eyes, their face, their hands. I mean there's books and seminars about it now when you're on the phone, three of your senses are removed, your taste, touch and smell. And the scientists claim that when you do have one that is removed, your others expand.
So, I expect you to do much more active listening and then people can also argue that you can't see people on the phone, but I beg to differ because there is image streaming, you have metaphysics when you read a book, it's better than the movie because of imagination. You can use more descriptions and more adjectives but let's just concentrate on the sound of speech. The average attention span is about 30 seconds to two minutes, conversations have introductions, bodies and conclusions. So, if you have a controlled environment, you can have a consistent variable and then you can see inconsistencies.
So now we have a base of how we're going to study speech and 32nd segments. Okay your tone is what represents your emotion, and it should be confident and empathetic because that should be consistent on your end. People will talk about a mirror imaging technique Steve, and I agree with that. But you also need to know how you're speaking for your adjustments. So, your mirror imaging isn't about you sitting across from someone and crossing your arms and tapping a finger. No, you don't have that over the phone.
So, eliminate any sort of mirror imaging face to face. I study the rate and the pitch. These are things that can be done in any language. I do not study semantics. The word choice. I'm studying the tone of your voice which is mine is consistent. I could care less what your tone is. That could be a flag or a mask, but you study someone's rate of speech and how loud they speak their pitch and every 30 seconds to two minutes. Think about the X. Y. Chart that you had in pre-algebra, you can see how fast or how loud they're going.
You consistently market every 30 seconds to two minutes. I would back it up with an answering speed because that is something that you cannot control. It's more subconscious, you can manipulate your tone rate and pitch. But the professional interrogators and police officers’ usual throw the question in the fourth or fifth time to really judge the answering speed. So, if you can do that xy chart with a horizontal line behind it and kind of gauge from 0 to 10 where you're going, you will see areas of spikes or dips and in my opinion that's the time to ask a tie down or pin down question or clarification question.
And these are certain times in which you're able to assist the conversation of moving forward for better clarification and it's not really giving away your power on that. You're really doing more of the Wuwei the less struggle the rudder of the ship. And so, this phonetic micro expression reading can be done just mind you this in your 1st 30 seconds. I don't know you and one is the loneliest number in your second minute. We could have a match off one and a one fast and high, low and slow by five at least.
You might have an odd man out in regard to your quadrants because after you've gone all four quadrants you have to repeat a quadrant, but most of the time people are in quadrant, on the top and the fast and so by your 10th 30 seconds to two minutes. Think about it like this, it's about 4. 5 to 5 minutes on something like that. And by your 11th you should know how somebody is speaking that's 5. 5 minutes in on a 10-minute conversation. And by then you will know how to close the deal.
And so, once you see it you can't unsee it. After three weeks it becomes habit and once you start paying attention to it it becomes very lucid and clearer. You are not lying and I'm not manipulating but these people are obviously giving away certain tell signs on how they speak on first time or even long term conversations and if you do catch somebody being facetious or not as clear, maybe ask them to repeat it using other senses or using another example to see if they're consistent. And so, I think it's an excellent way not to be offensive because passive aggressively you could once again use a me-too technique with somebody.
Let's just say you can't hear them. It's a bad connection on a cellphone or a dog is barking in the background. I try to fall on that small sword instead of placing blame on them, it's for my clarification Steve, did you say 123 or ABC because the worst thing you could ever do Is have somebody so upset and go down rabbit holes because now you need to restart your phonetic micro expression, reading the Tarot Card Reader said you could read two different reads in 10 minutes depending if it's sunny or raining, same person, same hour, but it could be a different read.
So, the greatest thing you could do is to ride that weight and keep it at that apex if you can. It's like when people said lucid dreaming, you really don't want to readjust your body to be able to keep that consistent breathing and body posture. With someone that you're speaking with, you try to keep them as consistent as possible. There's a little wiggle room there but don't go extreme and if you can handle something like that, fall on these swords, get clarification.
I think your audience would have some extremely effective conversations with people on the first time. This is a remarkably interesting area because we do have an awful lot of folks that either work in contact centers or are managing contact centers or even outsource to contact centers. And the training of agents tends to be remarkably similar in most organizations but they're not thinking about how they can better control they’re usually using the approach where gee I'm sorry you're having that problem. So, they're falling on the sword most of the time.
But if you think about the calls, right? If you think about the types of calls that come in, I mean they're not picking up the phone because they're just calling to say thank you or their colleagues to say gee what an excellent product this is. They're usually picking up the phone or they're making a contact with them because there's an issue, there's some type of an issue either they don't understand, they don't know how to fill out, they don't know how to do something or there's a more negative issue.
So, if you think about the incoming approach that happens, a lot of it tends to be negative. And unfortunately, the contact center agents these days are feeling increasingly of society's negativity coming out of the pandemic. You know, because people who are very understanding more, more understanding during the pandemic, but they’re taking it out on front line people. So, I don't know how you guys have seen things. But from the folks that I've spoken to in the last few months, it seems like most of the calls are key issues and they have to diffuse right away.
So can they use the phonetic micro expression method that you talk about to kind of even the playing field and get them to calm down so that they can explain what their issue is better rather than they're ready to blow up at any moment type of thing. Sure. And I'm glad that you brought that up, that's a subject that I can easily address and apply the phonetic micro expression read because mind you my friend you could start the call yelling and cursing and at the end thanking them.
So naturally your phonetic micro expression reading might be adjusted with raid and Fitch. But I would never say that I'm sorry unless you specifically spilled the drink or broke the window because then you might get offended because this individual speaking with you is so nice, they didn't do it but they're apologizing for someone else's broken window. So, my suggestion from my agents immediately is to thank you Steve for sharing that with me. I understand your position didn't mean that I agree with it, but I understand your position and allow me a moment to make it work and fix it for you.
And so now the audience, your client coming in, guns a blazing isn't really putting all that anger at the individual because that individual did not make that problem. They're taking the shrapnel; you say the incoming. That's a wonderful way to use it incoming Obama grenade. But I like to defuse. There's a technique that I use called the buffer boomerang technique. And so, if somebody comes at me with a negative tone, I will like sponge and buffer that negative tone. I will name drop you and say Steve.
That's an excellent question, repeat back your question what it was to show active listening. So, there's a connected key lock there and then boomerang it back as a plus three. So, I could potentially my friend readjust the tone and the pace of the call to then put it back into that phonetic micro expression reading that you need to really nail it. But I believe that people are frustrated and mind you this there's a lot more omnichannel non voiced support. So, prior to that phone call they might have filled out a couple forms, send a couple of emails that only elevates the stress.
So, when they're calling, they're almost letting off steam. And if you allow them to speak, you'd be surprised how it goes from attend to it to both in pitching the rate they cry it out and then everyone calms down. You've taken copious notes. Now, Steve, you mentioned A B. C. And D. What about the Richard? Thank you, Steve. And e there's nothing wrong with raking and reviewing and meeting minutes. It's I can't just solve it with you with a magic potion. These things, someone is coming to you emotional, they don't know you you might need to repeat your name multiple times in third person because now they're embarrassed.
Three men it's in to ask your name Steve. So, you could say okay at the end of this call, Richard, you're going to say Steve. You really helped me out in this section you know, oh thank you Steve. Great. I got them I anchored. And so, these are certain soft skills to just be polite, show your manners, Take that certain control of a conversation, more of a shepherd with its sheep. They zigzag but they still go back in the barn. So, I don't need so many jagged edges.
There are no straight lines in nature and and I love empathy with somebody because when I use your name, I will usually use it in a transitional sentence or confirmation. And then during the conversation I will use personal pronouns as you know the yours and ours just to make sure that I'm keeping your conversation going in your attention and then landing in the bomb when I dropped the name drop and you should take these calls every 30 seconds to two minutes because as you say, they could change. But this gives you an excellent chance, my friend, if you really want to look at it logically that if somebody is calling in, you have a chance to retain the client, you have the chance to up sell them.
If that's what you're doing, you could get a referral out of it. But look at it like this, let's say we drop the ball. Worst case scenario, this individual will take the time to do an exit interview and tell us areas in which we could have improved or what our competition had done to earn their business and as long as you're willing to keep an open mind and I don't like the word constructive criticism. I mean you fumbled the ball; you should have known what you were doing.
Then just call the balls and the strikes and let you know that you made this error and learn from it and don't do it again. And these are the sort of things call by call person by person instead of doing 100 calls a day Steve. Why don't you have your agents take 95? They're taking extra couple three minutes on the phone to let Mr. jones relax a little bit. That is the secret to the successor old school style. This is interesting because as you're explaining some of these tips and techniques, it occurs that it doesn't just apply in the contact center world.
I mean this could be if you're a brick-and-mortar store, it could be your pizza place. There could be people calling because hey, you got the wrong toppings on my pizza. The delivery was wrong or there could be all kinds of things, but it applies to all areas of business and people running small businesses could learn from these same techniques. Don't you agree? This could save a thanksgiving dinner. A marriage. These are just diplomatic soft skills of attentive listening and prioritizing, but I couldn't agree with you more and I never even shared with you.
My favorite technique. It's the positive escalation when I call a place and people always give the gatekeeper a bad rap. But these are the individuals that the CEO and the owners love the most and they're the first impression and the strongest warrior of the tribe. They're the first one there, representing them in the best light. And so, for me, I'd like to understand their protocol. I like to properly introduce myself and say the name of their company and ask how their company is doing sometimes better than they do just to at least give them a taste of how I speak instead of just immediately asking to speak to you Steve.
And then if this individual decides to transfer me the first thing, I'm going to let them know prior to the transfers that they did an excellent job. And I will be mentioning that verbally to the owner of the company and at the conclusion of the call with the owner of the company, I will also mention that in writing. So, if I happen to call your company back, the Richard Circle's complete because this individual remembers me, and I've heard dozens and dozens of times. I thank you and saying I've been here for a decade and you're the first person that wrote about me to Mr. jones.
And these are individuals that will tell you anniversaries and promotions or no Steve’s direct extensions. 1 25 calms on Thursdays at two. Thank you, Catherine. I appreciate it and I love them to death. Those are the greatest insiders. It's a plethora of information and the moment that you start bullying your way in there or pretending they're waiting for your call or your insistent. That's why they're there to hang up on you. But there's a certain way to be not clever, but you have 30 seconds to make a first impression.
Half of that is your speech her speech and give a couple of seconds of silence. So, you really got about 12 seconds to speak. That's not a lot. My suggestion is to say things that they're most familiar with which is the name of their company and their own name and then you got to do your own name as well because you can't be anonymous. The whole call that's shady. You can use a little bit of that in the beginning by just doing a name spike in a proper introduction and if you get the past to pitch, you have the momentum and then you do once again that sort of escalation.
It It seems to work for me because it separates you from hundreds if not thousands of people that are prospecting that business interesting back to the contact center for a second. You talked about have your agents take 95 calls instead of 100 but most of the contact centers that I've dealt with over the past 20 plus years. They're driven by their average handle time. They're driven by the numbers to some degree. They're even told when they're going to the bathroom. How do you resolve that to a contact center manager that is just driving everything by the numbers.
So, you're an intake coordinator for a law firm for lawsuits against firings or disabilities and somebody calls in and they happen to become emotional for a minute. What are you going to do Steve look at the clock and say Mrs. jones. Please hurry up. I only have two more minutes to talk to you. You know what would happen? It wouldn't be for the client or for me, the agent might resign on something like that. So as much as we want to stick to certain metrics, you're talking about an artist of speech.
Somebody that is in the moment that's in the now that wants to assist this individual the best way that they can and by limiting their ability to build that sort of rapport or to allow someone to get it out. Which could be the key to closing the deal or to Upsell for something or to get that referral. I don't do things like that. Now we're not doing extreme where someone's doing 50 calls a day instead of 100. But you can see there's an average but that's what it's called an average and if you say you just want to look at conversion ratios.
Look at that too. But everyone once again is an artist and they have their own special sauce and some people are graded intros, other bodies, other conclusions. But my goodness gracious is somebody is in the moment and they're connecting with someone and they're standing up instead of sitting down and you could tell they have the glaze where they're not staring at anyone. They're just thinking of the client, and everyone can see them doing this. You don't think that that energy spreads on the floor. You don't think that that's important as well.
That sort of synergy. So, these rigid centers that judge you on your bathroom breaks and your handling time you're going to break the agent. I mean you can do that and grind it out, but you might have an attrition rate. But if I give somebody the ability to expand on a call and to be themselves my friends. So, they're not just plastic and going through the motions then I can create an ace, I can create a leader. I can create someone that will come to me at the conclusion of the call and say you know, Mrs. jones started crying.
I go she alright, She goes, yeah, it took a couple more minutes but I connected her through to the counselor and I gave additional notes because we had to speak about her husband just passing away and the fact that she has to move and other things that would have never been qualifying the call because you're supposed to be asking her just certain questions but know this individual added additional things and then they say, thank you for listening. You're the different company than the ones before that. Just put me through the assembly line and you know that it's the mom and pop.
It's the bed and breakfast. You'd rather go to the small hardware store sometimes because you know the man, I'll drive an extra couple of miles from my favorite restaurant Steve. That's the sort of the science that you're talking about. It's amazingly simple. It's how you feel and how you were treated. What about the price? What about the price? Sometimes it's worth the money. It's not always about saving a dollar. It's about supporting your business or if I'm having a day with some blues, you come over to me and just let me know you're happy that I'm there and you sit with me for a second.
So, as we get older, my friend, those are the sort of relationships that we see at businesses and you, and I understand that the grind and we also understand when your favorite client walks through the door. So, I like to pay that forward the best that I can. Absolutely. So, I went down that path and I think your answer and your philosophy is brilliant. Unfortunately. I mean it's the way I believe too that the contact center folks in an organization should be revered because they are your front line.
They hold things together. They are the impetus for the referral the up sell the further sell the expansion all those things. Yet still in today's world, C E O s don't always think that way. They look at a contact center as a cost center rather than the proper way of looking at it as it's an expansion center. It's a focus group. It's the lifeblood of the company because those folks have the most contact with our customers post sale, they become the hub of the post-sale journey and unfortunately maybe it'll take another generation before enough sea level folks understand that.
So that brings me more to the conversation of culture. How do we develop a culture in our contact centers especially and I know this can spill out into the rest of the business, but how can we develop a culture that rewards and reveres the contact center agents as being the customer success vehicle, the people that help our customers become more successful using our products and our services. You must look at it Two ways. If you yourself are not centered in balance, it would be exceedingly difficult to expand and to think of others.
I can't hit the ball and drag johnny as much as my agents here have become bilingual, which shows structure and dedication over years outside the classroom. I expect them to do the same thing if they're thinking about being a telemarketer as a profession besides the eight hours that they put in here, they should be doing dedicated practice outside of the center, reading in English watching certain movies or speeches so they can take certain parts of rhetoric that inspired them. That they saw transitional sentences or effective. You could do case studies in history and find out certain speeches that moved people.
And then secondly, I mentioned the word synergy. These individuals were a very social environment. If you and I are working out at the gym Steve, we're going to be pumping each other up to put up three or four more on the bar and put more plates up. So, I expect the audience, the agents to feed off their energy and to share ideas and to pick someone up when they're feeling down. As I mentioned, I created a Gamification culture. So, I have a place where people can let off steam, recharge batteries hang out with me and meet people from other departments.
So that assists me in one way. But also, since once again English is their second language. The fact that they are getting a return on investment. I see that these agents are much more focused for intense periods of time because of the translation. So, it's less area for distraction. But here's the best part my man regarding my culture when I first came down here 27 years old, I didn't start sea level of my friends call center. I taught English decided to stay and then worked at the center and so I was with the proletariat for four years, I went through so many departments.
I saw the good and the bad and what it did for me was it enabled me to see areas to enhance it for the agent and for the client to give them their dignity, so they don't feel like robots are expendable. And when I had the opportunity to start this business, they couldn't fool me because I was on the phone, I've done this before and I hate to say it, I'm not bragging but I am the sin save my dojo in this industry where people burn out and they look down upon it, I thrived really excelled.
But I saw the art in it. Look at it like this, you're very selective of the campaigns that come in here, we're in a strict catholic country. They must go home and tell their parents what they do. If I brought in something gray area or shady, no one would take it. So I'd have no friends of my chuck e cheese birthday party and so you have to do an account to not only where the client feels okay offering it, but the Asian would feel comfortable making the calls because if it's a forced fit, if it's out of place and out of character, they're not going to last long, they're not going to sound natural and we're not giving anything real specific here.
But as I say, I must ensure that what I'm bringing into this call center something where I'm able to fulfill the needs. Now I can add scripts and suggestions, but initially it must be something that just does not compromise any sort of ethics interesting. Well, let's cover a little bit more because I'm fascinated by not only the culture, but the organization that you've built to help organizations that want to outsource their contact center. So, we could talk a little bit about your training, you're coaching your mentoring methods and then what does the knowledge base look like for your agents to always do a better job?
Because quite frankly, I mean you're going to do as good or better a job than the company you're representing because you're going to keep the account and you're going to keep them happy and keep them over the course of a lifetime. So how do you train differently? How do you coach and mentor folks and keep them so that you don't have the attrition level that a lot of places have today. That's a wonderful question real fast in regards to attrition, I have more of a natural attrition than a forced attrition because companies such as amazon hp intel and oracle and Sykes are here, so I'll lose somebody for a scheduling conflict for the university of boyfriend or girlfriend works there closer to their home, very rarely, if not never someone will say that I insulted them, yelled at them, gave them the walk of shame.
It's just maybe an ex-employee with some sour grapes. I treat everybody with dignity, and I look for ways to delegate and promote them, but initially it's really the psychology prior to any sort of skill set. So, fear is a morbid anticipation of things that haven't happened yet. The fact that they learned a second language is 10 times harder than any campaign. I'll put them on. I also believe in the right bus, right seat philosophy. And so, when they come into the call center besides starting their day playing pinball to make friends and relax a little bit.
We really do focus on quality assurance so we can grade their calls for certain metrics. But I try to do certain breakthroughs like when they're filling out their resumes with me and putting in all their credentials, I'll ask them to turn the page over Steve and give me a couple of paragraphs of a coming of age moment, let me know when you beat up a bully or save the kitten from a tree. And so, I could use this when they're having a rainy Wednesday to remind them of when they were a champion.
These are things they always have in them. It's just a matter of getting it out and keeping it consistent and so let's just say in the first day of class, it's especially important not just to lecture them when they just nodded you and walk out the door. You need to have checkpoints; you need to have interaction. You can go over a certain segment and then just maybe have somebody stand up in front of class and read the next paragraph. Why? Because you're triple gunning. They're reading out loud their public speaking, they're doing it in front of the boss.
Imagine those sorts of butterflies you would have, but if you could triple or quadruple your training daily where then you go upstairs, you record yourself reading the script, where you're practicing it. You're not just reading it, you're speaking into a recording device, then you're listening to it and then you're doing a self-analysis for self-adjustments over the things we spoke about. You'll know when you're pausing is off or when you're too loud or too best. Are you stuttered or mispronounced a word and I'm allowing you Steve to write it out phonetically, at least learn how to spell it.
But the vowels are sometimes tricky for Latinos, so it's okay to be able to switch things around so it's pronounced a certain way, and these are the sort of adjustments, minor adjustments that we make for somebody to feel more comfortable initially. So, they don't pick up unhealthy habits and kind of like bedside manner. I can't stress enough; the name drops and the act of listening and the confirmations because people feel much more comfortable when they're being listened to, and you are taking your meeting minutes and if we need to repeat something in the military alphabet.
A it shows that you're extremely involved and engaged in the conversation. A lot of the times people served in the military, so they think that's cool and you're not just making up words and going along. These people know that you are actively trying to spell their name, their email address correctly. And so, I've seen the tens of thousands of phone calls. That that's the most effective way of not to offend somebody when you can't hear them well or they have an exotic name or if it's something where you just say, yeah, okay, but the next thing, you know, your email bounces back.
It would have been better off to confirm if it's L for lima, you know, and just to make sure that you got it. And as I say, these are the sort of things like in school, you come to class, you do your homework and you do your quizzes, you can still not do so well on the final exam, but you're going to pass the class, you will be preparing yourself and marinating and softening up the call in the relationship in order to convert it. And sometimes my friends, it happens a second or third time don't expect a cold call close.
I tell my clients to put their checkbook away. A lot of the times, I just want to answer their questions and show credentials and reintroduce them to other people on the floor that they can meet and make a better decision. So don't feel rushed. People will see that, and they will be apprehensive to move forward with you. So let it happen at a natural pace. So, you said something about you QC. All the calls and I think I remember you were talking about your Hall of Fame, you know, the best and the worst calls.
I mean is that used as a training method for everyone to understand both the good and the bad types of calls. Absolutely. Remember you were mentioning earlier about people calling in the first round of calls coming where people are upset if they can ride that wave and they see the bark is, there's no bite. It's just barking and that we calmed mars jones down. We listened to Mrs. jones, we separated piles, we were able to move forward. The call didn't take that long because we didn't have to repeat things because we were confirming things.
We eliminated rabbit holes. We did the mirror imaging. We did the phonetics; we did the drops. It's beautiful. Now you have this toolbox. It's not a to Z. There are steps that can be skipped or moved back to how about we look at it like this? I loved romantic tragedy. So, I consider that a hang up call is a romantic death. Where am I going with this? Let's just say you're just hardcore carpet bombing, making outbound calls and no matter what you say, you're calling a place that she says, don't call again or not interested or we're good.
Thanks, and hang up. I always look at it like this. If you can do a company named spike and do a name, drop of the individual before they hang up on you. I think that's a beautiful death. I think at least poor lome knows you got something out of that call. But then they wouldn't be surprised that you could anchor yourself by just getting them out of that trance by saying their name in that 1st 30 seconds. I've had Times where we bought another minute, bought another three minutes and just by default, nothing on our own.
We couldn't move forward. I'll give you an example. People can call me, and we could be on the phone and 99% were ready to sign the contract. But then they ask if we do Chinese, I don't have Chinese agents, I don't do graveyard shift and I can't match offshore prices India and the Philippines. So just by that alone, I'm not able to move forward, but 99% fit. So how do I feel about that? A little disappointed. But then again, I was able to go 15 rounds lost on the decision, but I was still able to make my points listen to their points build rapport, have some labs introduce, fantasize good call.
So, another couple of questions, what type of companies or what type of industries do you guys mostly handle calls for inbound or apa? Well, I'll let you know five. We don't do, we don't do sports books, casino stocks, pharmacies or sweepstakes. I have nothing against it. Just don't want to do it. But I'm looking for small to medium sized companies in the United States, Canada Central America and Europe that would need individuals to make outbound lead generation, appointment setting or inbound customer support. And it's amazingly simple.
Our agents are college educated; they're dedicated. I don't have a blended or mixed center. They only work for your campaign, and they have some amazing skill sets here. Costa Rica really packs a punch regarding business process outsourcing. I have mentioned some of the big boys, but there are tons of call centers here and since we're the only democratic society in central America, they don't have a standing army. So, there's a 95% literacy rate Steve so as much as people might see telemarketing call centers as transitional sort of jobs or something in the United States, as you say, has a certain rap here.
It pays more than most vocation. So, I'm having some extremely educated bilingual people with degrees walking in this door and working with me. So, it's amazing the sort of people that you meet here. Very eclectic, all diverse types. That's great. So, if a company called and says, okay, we want to get started, what is that initial onboarding looks like time wise especially and system wise and how quickly can you be up and running to take their calls? Great. Well let's just say I accept the vertical and I'm comfortable with that.
There's a pre-launch checklist that my floor manager and chief technical officer sent to that company. It's exceedingly difficult for me to start moving forward without stations being set up connections, made scripts for bottles, reporting and contact because once the ads go out and people come in, it's really a seller's market. I got to be able to explain it to their candidates a, the campaign that they're doing the incentives that they have and the metrics that they're expecting. It just can't be fantasy time. It needs to be something that's concrete.
And so, once we bring the people in, it really all depends on the training time. I've had people go as low as a half a day just to teacher CRM and do a little bit of role play for fun and others do longer training sessions, even up to a month. That concerns me because we do follow all Costa Rican labor laws and there are certain call centers that are known for like for an example, sykes has the MetLife account and supposedly people will be there for an entire month training and then on their first day of coming back to work, they just don't show up.
And by Costa Rican labor law, they need to get paid for that month they go on a certain list as being a jumper and it's not fair, but that's the name of the game. So, the longer the training, the more I'm concerned because people sometimes can take advantage of that and just use that as a placeholder until they can find another job. So, if we have certain awfully specific checkpoints to ensure that this agent really has done their due diligence, really engage really up to speed.
That's a good risk compared to just doing five days’ worth of classroom, talking about merchant process outsourcing and stuff like that. It needs to be awfully specific, and I have to ensure that this client that I'm speaking with does have a track record. If it's a brand-new pilot project, then we need to invest in the process and there shouldn't be any surprises and I must let them know what to expect when building a campaign, there may be attrition. We may need to readjust the script, call certain area codes, or do certain things.
But I guess the most important thing about it is being forthright, when it comes to onboarding people, I can easily have somebody in five business days, depending if you need 10 people give me up to 10 business days, you know, and maybe we can hire people piecemeal, we can catch them when certain campaigns and other centers and as I mentioned, it's very competitive out there. The more that you put out the start date, the more that you're going to lose people because they need a job between those times and now since Covid came, it really adjusted to the work from home.
So there is an advantage of the brick and mortar because of internet redundancy, my generator and on site I. T. Support but Steve, I was exceptionally fortunate during Covid to be able to adjust my business model virtually because if I owned a brick and mortar only like a bike shop or a pizza parlor, I'm in big trouble as much as I lost a lot of the essence of the center and the camaraderie? I was able to survive. But you know, the labor pools changed. I must ensure if there is training, they should be on site to know the company culture and at least meet us before going home.
It's one of those things my friend where I really did see a huge shift that when I first started this back in 2000, that's great. Well, in the last few minutes that we've got, you know, I'd ask you whether we could give our listeners an exercise. We talked about the two-paragraph coming of age. Can you explain an exercise that folks can do as homework after they listen to this episode. And that might be interesting for them to learn more about the content that we gave them here today and then when we come back maybe you can give folks a way of getting in touch with you guys if that's something that they're looking for.
Thanks Steve, I appreciate it. Let people do the Triple watch. They should watch something without sound, they should watch something without sight. And if you want to study the visual body language, that's great. Just watch something without sound. You can assume what they're doing and then if you want to study the phonetics, to choose a channel that you don't understand the language. Like for me it would have to be Chinese or German or something like that. Italian French and Portuguese are too like Spanish for me.
But if I watch the Chinese channel, it's extremely easy for me to do that phonetic micro expression reading because I don't understand any semantic. So even I'm taking out the tone, I'm just studying their rate in their pit. Do not get study it that way while you're on the phone, once again these are things that you can do. You just draw your xy chart the horizontal line and every 30 seconds to two minutes point to how Mr. Jones's speaking just for practice, but it is about practice. It's about dedicated practice.
Record yourself, listen to yourself. I don't like how I sound. That's what everybody says. But guess what you that's what you got. So, you need to adjust it and as you and I have a mirror and our beards look great because we do look great. You could do the same thing with your voice as well. Record it, master it adjusted. And if you do that, you'll see that you'll get more positive reinforcement from people. There will be more I guess inclined to ask you for advice because you were sympathetic about it and the way you spoke about it and finally if you are in a certain situation where there's emotion and its tense, you should choose to speak last.
And if it's not something where you need to immediately give an answer then you should sleep on it so you can decompress and come back the next day a little more levelheaded and prioritize and that's an excellent way to grow and to crack some codes and to get to various levels. You don't always need to prove your point at that moment. There are other ways to do it. So, you don't overreact overextend and say something you regret. So, it's not like you're being weak. No, you're being considerate of it and you're being tactful about it.
If you're in the moment and its face to face with somebody if you must, even though it looks funny, you should close your eyes when speaking. So, there's less distraction and you're not energy being sucked from you. They might say why you close your eyes. I'm allowed. There's no rules to this. It's not tag you're asking me something emotional, so allow me my focus and my balance and if somebody is being aggressive with you, I think you should look in between their eyes, it looks like you're looking in their eyes.
So it's not like you're looking away or allowing them to suck the energy out of you, like Medusa, but it is a certain technique sir where instead of losing your direction and your energy and your breathing, you can regroup yourself and these are the sort of conflict management skills that have assisted me and having more productive conversations when they could have really gotten out of hand. That's great. I mean this has been filled, filled with great techniques, tips and insight as well. Thank you for being so generous with your expertise.
This has really been a wonderful episode, Richard. How can people get in touch with you if they're thinking about outsourcing if they're thinking about needing a contact center because I think by the end of this, they understand what you bring to the table. So how can they get in touch with you? I really appreciate having me on the show today with you, your audience and allowing me to share this information. The first thing they should do, my friend is by a first-class plane ticket. Come down here to Costa Rica so you can enjoy some eco-tourism, go to some beaches and waterfalls but your audience can give me a call at triple 82716750.
Or send me an email. CEO Costa Rica’s call center dot com. And finally have an exceptionally large Facebook fan page about 98,000 local Costa Rican Ticos. And they can't wait to meet you, Steve. You're going to have tens of thousands of new fans in central America. I can't wait. Well, Richard, thanks again for joining us today. I really love the thing that you said earlier and I'm going to add something to it. So, each agent is a voice artist, and this is a message to all the C E. O. S out there that have contact centers and folks that have agents working for them that each agent is a voice artist and I think you should let them create a great interaction.
So let them create, let them build those great interactions. So that's it for our episode of the Science of C. X. I'm Steve Pappas, your host. We've had Richard blank on today from Costa Rica call center and I want to thank you all for joining us. If you like the content that we bring to you, please feel free to drop us a review wherever you get your podcasts and until we meet again, please stay safe. Stay healthy and do take care everyone. Bye bye. You've been listening to the science of C. X. My name is Steve Pappas.
I really hope you've enjoyed this episode and if you have the highest compliment that you can give us is to subscribe rate and review the science of C. X. Thanks. And we'll see you in the next episode. Finding one place to see all customer experience related tools of technology has been difficult until now. We just built it. Get ready for a science of C. X. Original customer experience technology has been helping to drive businesses by giving them insights into better methods to engage and delight their customers for some time now.
But if you're looking for C. X. Tech you must search everywhere to understand the whole landscape. C. X stash is your simple why stop directory of all the Great Sea X related technology you need. It breaks down all C. X by collections like analytics, crm, journey mapping, voice of the customer, you ex customer support and more. It's free to create an account and use no advertising. Cluttering up your experience just one place to find all the great C. X. Tech. Sign up today at www.
Richard’s vision quest journey is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, inducted into the 2023 Hall of Fame for Business. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #SacrificetoSuccess #Scienceofcx
Science of CX, The Forgotten Art Project, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
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Permission to Kick Ass Podcast: Episode 84 with Richard Blank. Sales trainer call centre.
Angie Colee's Permission to Kick Ass gives you a virtual “seat at the bar” for the REAL conversations that happen between entrepreneurs. This isn't another "X ways to Y your Z" tactical show. It's about the challenges and struggles every entrepreneur goes through as they grow. We talk about losing 80% of your business in a matter of weeks, head trash that keeps you stuck playing small, and everything in between. If you’ve ever worried that you're the only one struggling, that everyone else “gets it” and you’re missing something (or messing things up)... this show’s for you. Don’t forget to rate, review, and subscribe to the Permission to Kick Ass podcast on Apple Podcasts, Spotify, and wherever you stream your podcasts.
https://youtu.be/6igY7MCrBgE?si=Ss11zsHD_Qbc8frS
https://youtube.com/shorts/DJsCV4k2vQo?feature=share
My guest today, Richard Blank had a vision from an early age — to do work that would fulfill his needs vs society’s expectations. With that as his guiding compass, his path led him to Costa Rica where he eventually became the CEO of a call center. But Richard’s vision goes far beyond him… what I love about his business is how much intention he puts into paying it forward. Listen now for some major inspiration!
Richard wasn’t willing to compromise his dreams of creating a life he loved. He brings that same passion and dedication to his business, day in and day out. To find someone so true to their ethics in business is rare and refreshing. This episode is jam-packed full of perspective shifting insight to running a people-first business. If you’re looking to strengthen the relationships within your biz (hint: you absolutely should be, if you’re not already!) this one’s for you.
Can’t-Miss Moments From This Episode:
Ever looked at someone else’s life and thought “I wish I could do that?” Great news: YOU ABSOLUTELY CAN! I lovingly request you take notes as Richard and I break down what it takes to live a life where you stay true to yourself.
The surprising thing you can give to anyone, anywhere, in any situation that will immediately de-escalate tensions and build a ton of loyalty and goodwill. This is how Richard cracked the code on scaling his business and getting people to LOVE working with him.
Permission to Kick Ass Podcast: Episode 84 with Richard Blank. Sales trainer call centre.
Angie Colee's Permission to Kick Ass gives you a virtual “seat at the bar” for the REAL conversations that happen between entrepreneurs. This isn't another "X ways to Y your Z" tactical show. It's about the challenges and struggles every entrepreneur goes through as they grow. We talk about losing 80% of your business in a matter of weeks, head trash that keeps you stuck playing small, and everything in between. If you’ve ever worried that you're the only one struggling, that everyone else “gets it” and you’re missing something (or messing things up)... this show’s for you. Don’t forget to rate, review, and subscribe to the Permission to Kick Ass podcast on Apple Podcasts, Spotify, and wherever you stream your podcasts.
https://youtu.be/6igY7MCrBgE?si=Ss11zsHD_Qbc8frS
https://youtube.com/shorts/DJsCV4k2vQo?feature=share
My guest today, Richard Blank had a vision from an early age — to do work that would fulfill his needs vs society’s expectations. With that as his guiding compass, his path led him to Costa Rica where he eventually became the CEO of a call center. But Richard’s vision goes far beyond him… what I love about his business is how much intention he puts into paying it forward. Listen now for some major inspiration!
Richard wasn’t willing to compromise his dreams of creating a life he loved. He brings that same passion and dedication to his business, day in and day out. To find someone so true to their ethics in business is rare and refreshing. This episode is jam-packed full of perspective shifting insight to running a people-first business. If you’re looking to strengthen the relationships within your biz (hint: you absolutely should be, if you’re not already!) this one’s for you.
Can’t-Miss Moments From This Episode:
Ever looked at someone else’s life and thought “I wish I could do that?” Great news: YOU ABSOLUTELY CAN! I lovingly request you take notes as Richard and I break down what it takes to live a life where you stay true to yourself.
The surprising thing you can give to anyone, anywhere, in any situation that will immediately de-escalate tensions and build a ton of loyalty and goodwill. This is how Richard cracked the code on scaling his business and getting people to LOVE working with him.
Permission to Kick Ass Podcast: Episode 84 with Richard Blank. Sales trainer call centre.
Angie Colee's Permission to Kick Ass gives you a virtual “seat at the bar” for the REAL conversations that happen between entrepreneurs. This isn't another "X ways to Y your Z" tactical show. It's about the challenges and struggles every entrepreneur goes through as they grow. We talk about losing 80% of your business in a matter of weeks, head trash that keeps you stuck playing small, and everything in between. If you’ve ever worried that you're the only one struggling, that everyone else “gets it” and you’re missing something (or messing things up)... this show’s for you. Don’t forget to rate, review, and subscribe to the Permission to Kick Ass podcast on Apple Podcasts, Spotify, and wherever you stream your podcasts.
https://youtu.be/6igY7MCrBgE?si=Ss11zsHD_Qbc8frS
https://youtube.com/shorts/DJsCV4k2vQo?feature=share
My guest today, Richard Blank had a vision from an early age — to do work that would fulfill his needs vs society’s expectations. With that as his guiding compass, his path led him to Costa Rica where he eventually became the CEO of a call center. But Richard’s vision goes far beyond him… what I love about his business is how much intention he puts into paying it forward. Listen now for some major inspiration!
Richard wasn’t willing to compromise his dreams of creating a life he loved. He brings that same passion and dedication to his business, day in and day out. To find someone so true to their ethics in business is rare and refreshing. This episode is jam-packed full of perspective shifting insight to running a people-first business. If you’re looking to strengthen the relationships within your biz (hint: you absolutely should be, if you’re not already!) this one’s for you.
Can’t-Miss Moments From This Episode:
Ever looked at someone else’s life and thought “I wish I could do that?” Great news: YOU ABSOLUTELY CAN! I lovingly request you take notes as Richard and I break down what it takes to live a life where you stay true to yourself.
The surprising thing you can give to anyone, anywhere, in any situation that will immediately de-escalate tensions and build a ton of loyalty and goodwill. This is how Richard cracked the code on scaling his business and getting people to LOVE working with him.
Permission to Kick Ass Podcast: Episode 84 with Richard Blank. Sales trainer call centre.
Angie Colee's Permission to Kick Ass gives you a virtual “seat at the bar” for the REAL conversations that happen between entrepreneurs. This isn't another "X ways to Y your Z" tactical show. It's about the challenges and struggles every entrepreneur goes through as they grow. We talk about losing 80% of your business in a matter of weeks, head trash that keeps you stuck playing small, and everything in between. If you’ve ever worried that you're the only one struggling, that everyone else “gets it” and you’re missing something (or messing things up)... this show’s for you. Don’t forget to rate, review, and subscribe to the Permission to Kick Ass podcast on Apple Podcasts, Spotify, and wherever you stream your podcasts.
https://youtu.be/6igY7MCrBgE?si=Ss11zsHD_Qbc8frS
https://youtube.com/shorts/DJsCV4k2vQo?feature=share
My guest today, Richard Blank had a vision from an early age — to do work that would fulfill his needs vs society’s expectations. With that as his guiding compass, his path led him to Costa Rica where he eventually became the CEO of a call center. But Richard’s vision goes far beyond him… what I love about his business is how much intention he puts into paying it forward. Listen now for some major inspiration!
Richard wasn’t willing to compromise his dreams of creating a life he loved. He brings that same passion and dedication to his business, day in and day out. To find someone so true to their ethics in business is rare and refreshing. This episode is jam-packed full of perspective shifting insight to running a people-first business. If you’re looking to strengthen the relationships within your biz (hint: you absolutely should be, if you’re not already!) this one’s for you.
Can’t-Miss Moments From This Episode:
Ever looked at someone else’s life and thought “I wish I could do that?” Great news: YOU ABSOLUTELY CAN! I lovingly request you take notes as Richard and I break down what it takes to live a life where you stay true to yourself.
The surprising thing you can give to anyone, anywhere, in any situation that will immediately de-escalate tensions and build a ton of loyalty and goodwill. This is how Richard cracked the code on scaling his business and getting people to LOVE working with him.
Permission to Kick Ass Podcast: Episode 84 with Richard Blank. Sales trainer call centre.
Angie Colee's Permission to Kick Ass gives you a virtual “seat at the bar” for the REAL conversations that happen between entrepreneurs. This isn't another "X ways to Y your Z" tactical show. It's about the challenges and struggles every entrepreneur goes through as they grow. We talk about losing 80% of your business in a matter of weeks, head trash that keeps you stuck playing small, and everything in between. If you’ve ever worried that you're the only one struggling, that everyone else “gets it” and you’re missing something (or messing things up)... this show’s for you. Don’t forget to rate, review, and subscribe to the Permission to Kick Ass podcast on Apple Podcasts, Spotify, and wherever you stream your podcasts.
https://youtu.be/6igY7MCrBgE?si=Ss11zsHD_Qbc8frS
https://youtube.com/shorts/DJsCV4k2vQo?feature=share
My guest today, Richard Blank had a vision from an early age — to do work that would fulfill his needs vs society’s expectations. With that as his guiding compass, his path led him to Costa Rica where he eventually became the CEO of a call center. But Richard’s vision goes far beyond him… what I love about his business is how much intention he puts into paying it forward. Listen now for some major inspiration!
Richard wasn’t willing to compromise his dreams of creating a life he loved. He brings that same passion and dedication to his business, day in and day out. To find someone so true to their ethics in business is rare and refreshing. This episode is jam-packed full of perspective shifting insight to running a people-first business. If you’re looking to strengthen the relationships within your biz (hint: you absolutely should be, if you’re not already!) this one’s for you.
Can’t-Miss Moments From This Episode:
Ever looked at someone else’s life and thought “I wish I could do that?” Great news: YOU ABSOLUTELY CAN! I lovingly request you take notes as Richard and I break down what it takes to live a life where you stay true to yourself.
The surprising thing you can give to anyone, anywhere, in any situation that will immediately de-escalate tensions and build a ton of loyalty and goodwill. This is how Richard cracked the code on scaling his business and getting people to LOVE working with him.
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Life, Passion & Business podcast. How to explore your calling in Costa Rica with Richard Blank.
Exploring the creativity of the human spirit with just five simple questions. Those questions give us a window to explore the journey and life story of people that look like they have it sorted.
Explore your calling, are you on a life path that feeds your soul?
Richard Blank is a native of Philadelphia born to a family with more than the average means and there was a plan. He was on a path to an Ivy League education to study medicine or law.
But even at that age, he knew it was important to be inspired in his chosen career. Neither of these was his calling. He convinced his parents to let him take a different path. He went to the University of Arizona, earning a bachelor’s degree in communication and Spanish.
For his junior year at the age of 21, he took a semester at a university in Madrid. It was about absorbing the language and the Spanish way of life. While he did enjoy the party scene. He also took the opportunity to travel on trains and stay in youth hostels. He explored the art and culture of Europe.
On returning to the US he took an internship with a Spanish TV station. And for a while and another job working with an importer of Corona Beer.
He used his bilingual ability and communication skills to create opportunities for himself and built a career in telemarketer training.
The Big Break
The life-changing break came when he was 27 years old. He relocated to Costa Rica to train employees for one of the larger call centres in San Jose.
In his mid-30s he started his own call centre. It began with one seat in a communal office, and it was slow and steady journey.
Today he owns a building and directly employs 150 people. Over the last 10-plus years, he has trained over 10,000 bilingual telemarketers. His hobby is collecting vintage pinball machines.
Explore your calling
What is so interesting about this interview, is that Richard has nothing to sell. He reached out to me because he was inspired by the work that we do. And the stories that we share at life passion and business. It is about the our calling and why we are here.
Our conversation is not about telemarketing. It is about Richard’s life and the philosophy that has helped him move to a new country and build a successful business. It gives him the opportunity to give back to his adopted community.
He believes everyone has a calling. For him, it was to major in Spanish and explore the culture, and look where that got him. I hope this inspires you to explore your calling.
#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #education #lifepassionbusiness
https://lifepassionandbusiness.com/richard-blank-explore-your-calling/
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
Life, Passion & Business podcast. Special Episode: "Explore Your Calling" guest expert Richard Blank
https://youtu.be/me7Lwk1HsB4?si=328BkjOUnd_agTs_
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Business and Life Success tips for LAZY over-achiever. This podcast gives you the tips it took me 20 years to get right! Your business can be a lonely place, but hugely rewarding! In Grow, Sell and Retire, my goal is for you to have the tools available to make things happen in your business to create real change. Your business has two rockets and this is the ROCKET FUEL to bring you one step closer to feeling wealthy.
The Who brought us Tommy the Pinball Wizard and now the GSR Podcast brings you Richard Blank who is the Word Wizard who loves Pinball from the heart of central America in Costa Rica. Richard brings his secrets and tips and tricks around engaging clients, building teams and making things happen to move your business to the next level.
Escucha bien y vas a ver Pura Vida the love of life and business Richard has for the people that surround him.
The best selling book, Grow, Sell and Retire, is brought to life in this podcast. B.D. is joined by Thought Leaders, Influencers and prolific Authors from around the globe, offering their invaluable, implementable nuggets of wisdom that will enhance your life and business, today.
https://youtu.be/WgD4UucBWbE
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Diversified Game is where experts, entrepreneurs give their best advice in business. Hosts Kellen "Kash" Coleman. DG is to show new and seasoned a new way to Get The Game and Earn Some Money to inspire the next generation.
Diversified Game was started in 2018, friends and business partners of Kellen Coleman, decided to take their candid conversations about diversity and inclusion culture into an audio format to share with more people. Combining that with their love of entrepreneurship, business & self-development and you have the love child of era-relevant thoughts and content. DG is to show new and seasoned a new way to Get The Game and Earn Some Money to inspire the next generation.
Diversified Game is a Business Podcast & YouTube Show with🎙@kellenkash — diversity | entrepreneurship | inclusion
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August 12th 2022. RICHARD BLANK GIVES THE GAME ON COSTA RICAN CALL CENTER SERVING BUSINESSES
Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers.
Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture. Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, inducted into the 2023 Hall of Fame for Business. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #Diversifiedgamepodcast
https://youtu.be/4Hi7ab5Rc6M
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Custom made Richard from Philadelphia making it happen. Long shot sort of attitude. TrulyYourVA with Janis podcast guest Richard Blank Costa Rica's Call Center.
Richard Blank: And I understand what it's like to be able to start a company
Janis Melillo: and, and that's exciting, I would think from the client's perspective that hires you, that you, as you mentioned, you know, you started building that foundation and, you know, it was a lot of hard work and, you know, saving and all of that. So it's not like you.
Took something over you took it under your wing wing to learn the business inside out. And that's why through all of that hard work, you have been that successful.
Richard Blank: Clients love that mom and pop. Custom made Richard from Philadelphia making it happen. Long shot sort of attitude. They, they like that sort of grit.
But then again, a lot of people that contact me are looking for our infrastructure. They might be working out of a smaller office or might not have a predictive dialer or server room or an IT support. Mm-hmm. or you know, a QA department or even myself. That's excellent. With script writing, rebuttals and role play.
So it's okay if someone's doing a pilot campaign or even a plug and play. As long as the metrics are there and there's realistic expectations, I'm really open minded for everything. But I guess really what the selling point is because you can compare apples. You and I really have passion for what we do, and it's very sincere, and I think when people hear this, it's, it's not sailing.
What we're really doing is it's not even convincing. All we're doing is just sharing how we love what we do and the fidelity behind it, and as long as I'm able to convey my story and my structure, I'm pretty much able to convert most of the calls that come in.
Janis Melillo: That is so true because I think I may have shared with you on one of our calls, You know, I, as you know, I run three podcasts, this mm-hmm.
this being one of them. And I, and I manage all three of them. And some people may think that crazy, but the bottom line is I have grown my VA business organically because I've wa of what I do, I love what I do, I have a passion for it. And that goes a long way. Like I am not. I would say I am not an expert.
However, I am an expert in what I know.
Richard Blank: I think you and I are givers. I think we like to share information first prior to any sort of contract. It's, it's not like trying a free piece of sesame chicken. You're actually giving a half a pie , and if someone wants, they can buy the second half of the pie. But, uh, I like doing things like that.
It really gives the clients a chance to get to know us, to read a lot about us. And so instead of repeating the same hours worth of descriptions, they. Through their own convenience, find out certain areas of questions they'd like to ask me. So it really saves you and I a ton of time by sharing these thoughts with people prior to any sort of phone call or contact,
Janis Melillo: right?
Because it to me, you know, we know obviously do, do, do at a click of a button. You know, stuff travels around the world and that really is wonderful. However, if you have that, really that genuine personal connection, That makes it that connection so much better. Like who wouldn't want to, for instance, contact you to find out more about what you do and how you operate?
I mean, that's fantastic, right? And who wouldn't want to hire me to be their va? Because I think when you take on a client, for instance, you are a representative of that. Sure. I take that very seriously. I, I'm, when a client hires me, I am a representative. Even though I'm working remotely, I am a representative of that person.
And that's something that I handle with kit gloves, as I'm sure that you do. Now I have a really, uh, another question and. Not sure what this is. I'm very intrigued.
TrulyYourVA with Janis podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding moving abroad and starting a company from scratch in Costa Rica. Janis Melillo discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading.
In a now all consuming digital world, Virtual Assistant's are in such high demand. From choosing which social media platforms such as Facebook, Instagram, LinkedIn, Clubhouse and many others; knowing how to hire a VA is just as important as to which social media outlet you should use. Did you know that hiring a VA will actually save you money? Janis Melillo is a Virtual Assistant, Business Coach, Ghostwriter, Author, Publisher, Speaker, Podcast Co-Host.
Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry.
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
https://youtu.be/kJus0bLJBCI
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https://www.podchaser.com/podcasts/trulyyourva-with-janis-4667344/episodes/this-is-not-your-usual-call-ce-143296088
https://www.youtube.com/watch?v=vyv7cqXIykc
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https://anchor.fm/janis-melillo/episodes/This-Is-Not-Your-Usual-Call-Center---CEO-Richard-Blanks-Approach-to-Business---06-30-22-e1klioj
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How to scale a one man show with telemarketers. INspired INsider Podcast guest Richard Blank Costa Rica's Call Center
Dr. Jeremy Weisz: Um, what about from a service perspective? People calling, maybe, maybe they're a fit from a company perspective, uh, the type of company you serve, but they're looking for a different type of service. What are the, the service type of services that maybe people are expecting that you're, you tell them, we don't, we don't really do that here.
Richard Blank: Well, a lot of it has to depend on their workforce. I mean, if somebody in their office is starting out as just a one man show, I can scale for them. A lot of the times people need to offset certain work or to be able to, uh, once again give a certain sort of a company a chance to be able to compare apples to their metrics at home office.
Richard Blank: But we offer all different types of services. As I mentioned before, inbound and outbound support. My difference is the infrastructure. I do have redundancy in regards to our internet. We do have backup electricity with generators. And also have immediate IT support. And so a lot of the people, if they're just starting out or if they have a limited budget, would be able to use us in regards to making their company grow.
Richard Blank: Now, the only difference is, and it's really not a difference now because most people working from home that these agents can fulfill these needs virtually. What I try to do is to extend all of my resources, my experience in regards to script writing rebuttal. A quality assurance department. I, I'd like to see if we could find some consistency with the client to be able to find areas of improvement.
Richard Blank: And so a lot of it, my friend, is just an investment in a process and sometimes the client just gives me a plug in play operation where they already have things in place, which makes it very easy for me. And then on the flip side, it is my pleasure to be able to build a custom made campaign for my clients.
Inspired Insider Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding taking a chance by moving abroad and starting a company from scratch in Costa Rica. Dr. Jeremy Weisz discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading.
INspiredINsider.com Show features interviews with successful and inspirational entrepreneurs, authors, and visionary leaders.The interviews reveal deeply personal stories and explore the tough journey of Big Challenges or Big Mistakes that the inspirational leaders overcame to achieve success. Have You Ever Hit a Wall in Business or Life?
Dr. Jeremy Weisz is the Founder of InspiredInsider.com & CEO of Rise25.com He has been featuring top entrepreneurs with video interviews since 2010 that include founders/CEO’s of P90X, Atari, Einstein Bagels, Mattel, the Orlando Magic, Rx Bars and many more on InspiredInsider. He was senior producer for 6 years at one of the early top business podcasts helping to put systems in place and to run some of the behind the scenes operations.He continues to run his own chiropractic & massage facility in downtown Chicago and is founder of a nutritional supplement business.
Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry.
https://youtu.be/TuHpCsyZ84Y
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
https://www.inspiredinsider.com/richard-blank-interview/
https://www.iheart.com/podcast/263-inspired-insider-wi-29650573/episode/improving-your-customer-support-with-richard-99381742/
https://player.fm/series/inspired-insider-podcast/improving-your-customer-support-with-richard-blank-of-costa-ricas-call-center
https://www.deezer.com/en/show/38477
https://podcastaddict.com/podcast/2939630
https://podcasts.apple.com/us/podcast/improving-your-customer-support-with-richard-blank/id729464589?i=1000569868046
Joe Killinger: Yeah, finding those people and making sure they have, We have a bad habit as real estate agents. We are, you know, we're a type personalities are entrepreneurs, most of them, and that I run into, and so they just go, go, go, go, go. But if they've got a great individual like you're talking about, you really want to give them the opportunity to really enhance the experience that they're trying to create for you.
Joe Killinger: Really give 'em the proper training. And I think we, we tend to not do that. And so having the proper training, I think is.
Richard Blank: Oh, I couldn't agree with you more. It reduces fear. Yeah, it prepares them. And, um, let me share something with you. Since I'm a CEO of a company like yourself, we have leverage. We can hire and fire, make or break somebody.
Richard Blank: And I choose with this sort of position to encourage and to move people forward. And so these individuals, and I break the stereotype because a lot of people say, Wow, you are so hands on and you know people's names and you break bread with them. And I say, Well, As you and I do, Joe. Yeah. We break bread with our people.
Richard Blank: And I heard how you spoke about this individual prior, so I don't need to remind you. Uh, but the greatest thing is with these individuals is it's about maturity. And when they realize that each individual is a unique experience, they might be making their hundredth call, but it's the first call for them.
Richard Blank: And so you really have to take that sort of delicate situation and not, and not be bored with your pitch. Yeah. Because as I mentioned before, you're, you're becoming plastic. Yeah. You'll burn out on something like
Joe Killinger: that. Yeah. If they don't, we we, what we do is we make sure our agents know the market very, very well.
Joe Killinger: So let's say if you're gonna be a multi-family agent in, in Hollywood, and you better know every property that's on the market. Average days on market, average price per square foot, average size of units, everything. That makes the conversation a lot easier because you've got all this data in your head that you can give to these people cuz you're bringing value.
Joe Killinger: And that's another thing, you know, we get so many people that hey, they'll, they'll call like caught one a couple weeks ago, his calling was, Hey, are you somebody to answer? And he goes, Are you thinking about selling your building? Oh you're not. Okay, thank. I'm like, No, no, no, no, no. . That's not
gonna
Richard Blank: work.
Richard Blank: What's, what's his nickname? Fonzi.
Joe Killinger: Yeah. I was like, Oh dude. Um, but yeah, it just doesn't work. There's gotta be a connection and I really think, you know, being in real estate the last 10 years has been, it's been really, really good. Right. You know, the economy's been booming. Uh, real estate's been. That's changing.
Joe Killinger: You know, we're gonna, The fundamentals kind of got pitched out the windows when times were great. And so we're going back to fundamentals. So cold calling's gonna be a big part of it for a lot of people, so you gotta get back to it. I
Richard Blank: listen to their calls, self analysis, self improvement. If they can take a step back.
Richard Blank: And I know you were mentioning that you have scripts. Mm-hmm. , I make a huge suggestion not putting the script on an Excel sheet, but you have qualifying. At least put them in there. Two or three soft skills, Joe, that has made you successful, like positive escalation, pronouns, Name drops, military alphabet.
Richard Blank: Since you have me on the phone, I'm sure you like at least one. Those sort of soft skills just to ensure active listening because they are name dropping and they're putting back on the straight line grade them. Hall of Fame call them. When you bring everybody together, not just for cake, but for training, and when the training session comes, you bring out the call and you watch the tapes like an athletic team does.
Richard Blank: And since this is an individual effort like wrestling and boxing, your team knows the plays, they know the moves. Mm-hmm. , but they're watching an individual, so there's no way to spin it. Yeah, that's new. And if your tone is negative, if you're interrupting. We spoke about desert pitching with no oasis, just to take a breath and a drink.
Richard Blank: If they're not name dropping or having their name dropped, then we need to pause it for a second and say, What do you think you could? Why didn't you ask a follow up question? When someone's father passes away and gives the house to the daughter and the daughter is in a certain state, and I've, I've seen people show, Oh, I'm sorry to hear that and continue with their next question, their closers, but I would've stopped immediately.
Richard Blank: Yeah. And
Joe Killinger: you gotta create the connection, have the pitch,
Richard Blank: you know, from there.
Joe Killinger: Yeah.
Real Estate Jam Session Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding taking a chance by moving abroad and starting a company from scratch in Costa Rica. Joe Killinger discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading.
Joe Killinger has been an active member in the real estate industry for many years, wearing different hats, and at times multiple hats! Over the years he has been an Agent, Investor, Syndicator, Founder and Operator of companies as well as properties he invests in. His expertise has been developed over the past 30 years. During that time he has been personally responsible for the sale of and/or directly involved in the marketing of over 5,900 assets, resulting in closed transactions totaling over 900 million dollars throughout the United States.
Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry.
https://youtu.be/ImjaWfrYQr0
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
Joe Killinger: Welcome to the Real Estate Jam session. You know, I always try and bring value to you guys and it's all geared toward the real estate industry, and I'm always looking for ways that I can really enhance the experience of being in this industry. And cold calling, like it or not, is a big part of our industry.
Joe Killinger: So as fortunate to run into Richard Blank, Richard has been a cold collars entire life. Matter of fact, he runs a cold collar company down in uh, Costa Rica, which I think I need to go visit. Looks beautiful down there, but he came on the show today and really gives us tips and tricks to really be more successful with our cold calling.
Joe Killinger: So make sure you check it out. Give us a like while you're there. Now, if you're new to the channel, my name is Joe Klinger. I've been a real estate entrepreneur for over 20 years, and I use this channel to bring on people like Richard to really help you learn all that tips and tricks to be successful in this industry.
Joe Killinger: So make sure you check it out. Give us a like while you're there, and if you haven't done so, make sure you.
Joe Killinger: So Richard, you know, is a, a real estate agent. Breaking those barriers, getting in front of a client, a serious client, and, you know, a, it's, it's daunting, right? You know, you gotta pick up that phone and be ready for rejection and, um, you know, it, it's very hard. So, can you kind of, uh, let's, let's start with commercial real estate first.
Joe Killinger: Let's, let's start there and talk about what tactics do you put in place to really help you, um, get through to the decision maker?
Richard Blank: Well, first and foremost, very happy to be sharing these ideas with you and yeah, I appreciate it. Really enjoying the time that we're having today on this podcast. And so what I do here, I have a simple structure.
Richard Blank: I have an introduction of body and conclusion, usually in a normal conversation, and the average attention span, in my opinion, is 30 seconds to two minutes. So let's say you're making a prospecting outbound phone call, as you were mentioning, B to. B to B business to business, the first thing I would do is when somebody answers the phone, is to use your anonymity and do a company name spike better than they would.
Richard Blank: So I'd say, Hey, how's Joe doing today? , you know, and then just to make sure that the whole company is doing great. And then the individual that answers the phone would usually ask me. What is your name? And the first technique I would mention is a buffer boomerang technique because they're usually, as you mentioned, black and blue, from getting so many phone calls.
Richard Blank: Mm-hmm. . And the fact that they are just gonna say, We're good. Thanks. Hang up or not transfer the call. You almost have to differentiate yourself, mothers, So usually I like to say even the name of the company, how the company's doing the first time. And then when they ask me this buffer boomerang technique, I will say, Hey Joe, that's an excellent question.
Richard Blank: My name is Richard Blank, and so this individual sees the active listening. I can readjust their negative tone into a positive tone, repeat their question, and then send it back once again with a name drop and who I am. And so after gaining the trust of this gatekeeper, as you would call them, I'm also gonna let them know that I'm transferred to the decision maker.
Richard Blank: I'm gonna let them know how great you are on the phone. We call that a positive escalation. So it increases your odds of actually having that call transferred. Didn't say you get the appointment but transferred. So then when the call is transferred, you are given the gift of telling this individual how amazing Joe was who answered the phone.
Richard Blank: And so you still have your anonymity. And don't be anonymous. The whole call, that's a little bit of shape, right? But if you just start off strong by complimenting someone that works with them. , it separates you from the others that have been calling and shows what you do prior to contracts. And so this individual, once again will ask who you are.
Richard Blank: So another with Buffer Boomerang, that's an excellent question, Mr. Decision Maker. My name is Richard Blank, and so we're having these conversations with the individual and if you're mentioning all the different services, options, and features of your real estate business, In your way. I just wouldn't do desert pitching Joe, because a lot of times people are so scared or reluctant to let someone speak for the fear of being hung up upon, So I believe pitch.
Richard Blank: Desert Pitchings. If you give a list of five things in a row and not even giving the person a chance to look at your dessert and make sort of reaction on it, there's no oasis in the desert.
Joe Killinger: I'm gonna learn a lot today, I can tell. Ok. And so
Richard Blank: it's almost like the MLS when you're talking about a house, you know, you're mentioned ways of the house.
Richard Blank: With the commercial real estate, you have to go over certain sections, and since it's a non-visual call, you have to gauge the positive or the negative reactions from. This potential client. And so I say slow down on your list of things that you're offering. Take the horizontal to a vertical because you are gonna find one or two things of interest, and then stack that with opened ended questions so they can explain to you.
Richard Blank: Why commercial real estate is important, why they may move forward. Okay. And so as we're continuing this conversation, my suggestion, cuz you're very keen on this, is that this is a first time phone call and there are certain tele signs you can get from somebody over the phone. Once again, I talked about 30 seconds to two minutes.
Richard Blank: My tone needs to be consistent of empathy and confidence, right? There's four sections to phonetics. It's tone, rate, pitch, and duration. Everyone talks about mirror imaging, but I'm not gonna mirror image someone that's negative, so I will always stay positive and always have the answer, but this is the part Joe.
Richard Blank: Of manipulation that you will enjoy if you pay attention to how fast and the speaking level, the pitch of somebody. In every 30 seconds to two minutes, you might see a spike or a dip, and you know perfectly well that's the perfect time to ask a tie down, pin down question. Or potentially if there's noise in the background because some people are working from home, that's still even within, uh, commercial real estate that you would passively, inadvertently and passive aggressively.
Richard Blank: Let them know the Me Too technique on how much you like dogs. Because the dog is making noise or there's a distraction. Someone's on a cell phone. In a car. And so you can always ask the follow up question, What's the dog's name? And so if someone says, Fluffy , Well, I love dogs. Yeah, Put fluffy outside. It's throwing in the call.
Richard Blank: And when they come back, Joe, and I know you're trying to lock in in an appointment, but this is the time that your audience can anchor the coal. You've already made your introduction and you're in the body of the call, but the fact that you and I could talk about your dog for a couple minutes, What that does is that's when you will usually ask me again, excuse me, what is your name?
Richard Blank: And then I'd say, That's an excellent question Joe. My name is Richard Blank. And then your name dropping me the rest of the call. And so when we finish it up, when we go to the conclusion, I want you to say, Joe, since you still have me on the phone, are there any other questions that you have? Cuz you showed me you like A, B, C, and d.
Richard Blank: I know you don't like 'em all, but you showed me you'd like two. Any other questions that you may have, You may or may not. But I always review the information, Joe in military. Because A is the cleanest way, but instead of ending the call, a lot of the times the people have served in the military, nobody's that has.
Richard Blank: Yeah. And then instead of ending the call, you're on the call for another five minutes. Yeah. But I'm still not done. When I'm doing the follow up email to the individual, I will definitely give a written positive escalation on Joe who assisted me. Mm-hmm. to transfer the call. So when I do the Richard Circle and I come back again making the follow up, call the individual yourself, that answer the call is gonna say, In 10 years, no one has ever written something like that about me.
Richard Blank: Yeah. Thank you. And so I'm not saying that you're gonna get the deal, but obviously going from half court to three point to foul line, Yeah. I think you've increased your odds and you've also separated yourself. A lot of people that are just trying to angle in on that goal. Yeah. Oh yeah.
Joe Killinger: You're not just.
Real Estate Jam Session Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding taking a chance by moving abroad and starting a company from scratch in Costa Rica. Joe Killinger discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading.
Joe Killinger has been an active member in the real estate industry for many years, wearing different hats, and at times multiple hats! Over the years he has been an Agent, Investor, Syndicator, Founder and Operator of companies as well as properties he invests in. His expertise has been developed over the past 30 years. During that time he has been personally responsible for the sale of and/or directly involved in the marketing of over 5,900 assets, resulting in closed transactions totaling over 900 million dollars throughout the United States.
Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry.
https://www.youtube.com/watch?v=DgL4aBGjWqU&t=328s
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
The company game room pinball machines are older than the young telemarketing agents. Positive Talk Radio guest Richard Blank Costa Rica's Call Center
I, I couldn't agree more. I am just thoroughly enjoying this conversation. Me too. Uh, good time. you? You're you're, you're an amazing guy and you're also a fun loving guy, uh, because you've got one of the largest, uh, if not the largest, um, jukebox and, um, pinball collections in all of central. Forget my business.
That's what I'm proud of. People say you could go back and talk to your 14 year old self and tell 'em what you do. I'd be you got pinball machines. , you'd be the first question I'd ask myself. Yes, yes, yes I do. And it's, it's an obsession of mine and people have no idea. The treasures that they have that are in their bodegas.
And so all the time I will be driving a couple hours. To kick a tire or two on an old jukebox or an old retro arcade machine, or especially a pinball machine. And for a couple hundred hours, I'm driving back in 1961, Racola Regis that's in mint condition. And so one man's trash is another man's treasure.
And if that's the way it is, call me Oscar, the grouch I'll take as much charge as you got. And as long as I have the space for it and my wife doesn't get angry, I'll be grabbing as many machines as I can. I, I currently have 13 pinballs. Six jukeboxes, five retro machines and an air hockey table. And as I mentioned before, these machines are older than the agents.
I have an area coming where people can, it's a neutral environment where people can meet others from other campaigns. They can let off steam, they can recharge their batteries. I haven't seen people fall in love by the Backman machine and it, and it gives somebody the chance to hang out with the Hefe in a neutral environment where we're just having.
Fun. And so when people are best friends and you mentioned this earlier, attrition goes down, people want to come to work. And I really believe that a gamification company culture is imperative. Not Xbox, not, not placing. You can do that at home. Do like you, did you, before this podcast, you told me that you bought the thing.
You always wanted an old retro machine with the main ator and 3000 games. And we're talking about how much fun we're having you deserve. I think that if an environment creates a game environment where people can play, they will become that much closer. And so I, I really, really stand behind that and play with each other.
And, and there one is shooting, uh, the pinball or the others are watching and, and everybody's laughing and you're having a Coke or whatever it is. I got enough games where everyone can play. No, one's waiting. unless they want to and put their quarter on the Marqui. Oh, no, no, no. Everyone's. And, and so how much space now the games are actually at the facility, is that right?
Yes. I got some in my own home where I have a private man cave, but the majority of my machines are here on the first floor. It's kind of funny. I got my air hockey table. That's in my training room. It's so loud that I had to take the plastic pucks and they got these now more of like a rubber sort of puck.
And with the Wildcat 1 25, you can create these really smooth surfaces. And so literally I had to put the air Hawk in there, cuz it is so loud. People are screaming. So when there's not classes, doors are shut. You see people sitting in the chairs, watching that, that that's really where our tournaments happen.
And it's, uh, it's amazing because the littlest, smallest Asian we have has got the greatest skills until we stop those shots. And so, um, I love it. It's fun and people stay later after their shift or they'll come a little bit earlier to just hang out. And, um, obviously we're doing something right.
Positive Talk Radio has accepted Richard Blank's invitation to join the audience for a solid discussion regarding taking a chance by moving abroad and starting a company from scratch in Costa Rica. Kevin McDonald discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading.
Positive Talk Radio with Kevin McDonald
"Evolving Ideas One Conversation At A Time"
Positive Talk Radio podcast was originally started in 2003 by Kevin McDonald and friends on KKNW 1150 AM in Seattle with great guests, dynamic stories and interviews, plus new thoughts on a wide range of topics. The concept is to provide positive informative content designed to educate, entertain, empower and inspire all who listen Our content includes positive thoughts and idea's and is truly unique in the podcast industry and now again on KKNW 1150 AM on Monday's at 9 and Wednesdays at 4 pm pacific.
Kevin McDonald - Creator and Host. Born and raised in Seattle, Washington. This jovial fun loving man experienced life in a big way from star athlete, to actor, Voice Actor, Restaurateur, Sales and Sales Management, Transit Operator, Audio Producer, Talk Show Host, Creative Consultant, Motivational Leader and current podcast creator. (My Independence Report) Who’s mission is to Declare Our Freedom From Hate, Division and Fear, featuring positive motivational guest, music interviews and fun episodes. KM Media.pro is the parent site for, Positive Talk Radio. We are a live podcast/ Video cast that focuses on todays life challenges. In addition we are able to produce audio/ video products for other companies and people looking to find a voice in the crowded world of podcast journalism
Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry.
https://www.youtube.com/watch?v=gaah6tQaqnc&t=50s
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
https://positivetalkradio.podbean.com/e/richard-blank-ceo-and-amazingly-gifted-business-man/
https://www.positivetalkradio.net/richard-blank-ceo-and-amazingly-gifted-business-man/
https://www.positivetalkradio.net/191-richard-blank-chief-executive-officer/
https://www.positivetalkradio.net/191-richard-blank-chief-executive-officer/
https://www.facebook.com/watch/live/?ref=watch_permalink&v=1736657096686275
https://www.positivetalkradio.net/guests/richard-blank/
https://www.positivetalkradio.net/208-richard-blank-ceo-of-costa-ricas-call-center/
https://www.positivetalkradio.net/160-richard-blank-ceo-and-amazingly-gifted-business-man/
https://www.podchaser.com/podcasts/positive-talk-radio-3982674/episodes/richard-blank-ceo-and-amazingl-141119081
https://www.iheart.com/podcast/269-positive-talk-radio-87062639/episode/richard-blank-ceo-of-costa-ricas-100280727/
Telemarketers are literally able to have almost a full hour's worth of talk time. Positive Talk Radio guest Richard Blank Costa Rica's Call Center
and that will buy you success at the same time. That's true because, because the more that you build a relationship with somebody and, and, and treat them like a, a real person, the, the one I always hate is when I get a, um, um, telemarketing call. And the first thing that happens is I pick up the. There's a delay.
Now I realize that that delay is because it's an automated, uh, dialing, right? That's correct. Predictive dialer. Mm-hmm yes. And so they wait until you pick up and say hello before it actually connects to a human being. Am I correct? In that? It can be, there could be some latency. I'd have to really look into that through the it department, but sometimes it's seamless where you can't tell.
And it's an immediate, but, um, no, and, and really that predicted dialer is amazing because it really gives you all of the information about the person with whom you're calling. And at the end, you get to do a disposition report so quickly, you can just do a drop down and explain what happened on the call.
And so what happens there is that these agents are literally able to have almost a full hour's worth of talk time, minus any sort of wrap up or CRM time. But, um, you know, that's something regarding the center. I don't know. A lot of the times they'd like to do these voicemail drops and then you would have to opt in that you're interested to speak with somebody legally to talk to them.
That could be a pain as well. And you know, I, I have somewhat empathy towards these agents making these calls. It depends, you know, a lot of times they'll tell me that. Car warranty is expiring, but guess what? Champ? I haven't lived in the United States for 22 years. So obviously I don't have a car warranty expiring.
So that upsets me a little bit. But if I get somebody on the phone and it's something I may qualify for, like telecom, for an example, and I compare rates, I'll listen to them pitch and with their permission. I'm gonna ask to do a QC on them. A quality control. We do 22 KPIs, which are key performance indicators, and we can gauge a call through the questioning and the answering.
But I usually look more for soft skills when they do name draws, positive, escalations, military, alphabet, rebuttals, and things like that. And so when I'll speak with somebody, I'll, you know, let them qualify me, send me info and maybe set up an appointment, but I'll ask them if they have a couple. I'd like to give them some professional feedback, and I'm not saying your tone was this or tone was that I will literally restructure their arguments and explain to them open ended to close ended questions and certain sort of vocabulary that I think will be more diplomatic and change the tone a little bit.
And I know that they're listening because they will repeat back to me or even ask me, follow up questions on some of these skills. And thank me for that. And even send me a personal email to thank me for that. Now, what am I doing this for? I'm paying it forward because there are a lot of times I was having weird days and someone would just take my call to warm me up and say, go Richard, go.
Even though I'm not gonna buy from you, but I like you, but I think you're great. And hang in there and I know what that's like. And I will sometimes reset them and ask them to re, could you please repeat that sentence for me again? You went too fast. I couldn't hear you. Was it 1, 2, 3, or ABC? And so I'm telling them to relax and calm down because you sound great.
I just can't understand you. And once they do, and once they give a perfect pitch, then I'm proud of them. And that's just, as I mentioned before, just paying it forward.
Positive Talk Radio has accepted Richard Blank's invitation to join the audience for a solid discussion regarding taking a chance by moving abroad and starting a company from scratch in Costa Rica. Kevin McDonald discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading.
Positive Talk Radio with Kevin McDonald
"Evolving Ideas One Conversation At A Time"
Positive Talk Radio podcast was originally started in 2003 by Kevin McDonald and friends on KKNW 1150 AM in Seattle with great guests, dynamic stories and interviews, plus new thoughts on a wide range of topics. The concept is to provide positive informative content designed to educate, entertain, empower and inspire all who listen Our content includes positive thoughts and idea's and is truly unique in the podcast industry and now again on KKNW 1150 AM on Monday's at 9 and Wednesdays at 4 pm pacific.
Kevin McDonald - Creator and Host. Born and raised in Seattle, Washington. This jovial fun loving man experienced life in a big way from star athlete, to actor, Voice Actor, Restaurateur, Sales and Sales Management, Transit Operator, Audio Producer, Talk Show Host, Creative Consultant, Motivational Leader and current podcast creator. (My Independence Report) Who’s mission is to Declare Our Freedom From Hate, Division and Fear, featuring positive motivational guest, music interviews and fun episodes. KM Media.pro is the parent site for, Positive Talk Radio. We are a live podcast/ Video cast that focuses on todays life challenges. In addition we are able to produce audio/ video products for other companies and people looking to find a voice in the crowded world of podcast journalism
Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry.
https://youtu.be/KCeuxYCFUOI
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
https://positivetalkradio.podbean.com/e/richard-blank-ceo-and-amazingly-gifted-business-man/
https://www.positivetalkradio.net/richard-blank-ceo-and-amazingly-gifted-business-man/
https://www.positivetalkradio.net/191-richard-blank-chief-executive-officer/
https://www.positivetalkradio.net/191-richard-blank-chief-executive-officer/
https://www.facebook.com/watch/live/?ref=watch_permalink&v=1736657096686275
https://www.positivetalkradio.net/guests/richard-blank/
https://www.positivetalkradio.net/208-richard-blank-ceo-of-costa-ricas-call-center/
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7301 Vedder Rd, Chilliwack, BC V2R 4G7
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WHAT YOU'LL LOVE: Our foil and plastic wrap organizer incorporates a unique stainless steel rod and buckle dispensing system while most others simply have empty slots. So you can throw your roll in the hole and hope for the best or choose our superior dispensing system for about the same price. When you compare kitchen organizer systems you'll find it's simply a no brainer but don't just take our word, see the video and judge for yourself.
ADVANTAGES: Can you believe that most dispensing systems being sold today use nothing more than an empty slot to hold your plastic wrap and foil products which increases the chances of rolls backlashing due to lack of tension on the roll as do the odds of rolls becoming slightly misaligned and creating problems you simply don't need or have the time to deal with.
COMPATIBILITY: Our 3 drawer plastic storage organizer allows you to adjust each slot for rolls between 6"-14" by simply sliding the buckle in or out and since each buckle is also tapered it's designed to snugly fit rolls with different diameters. You also get bidirectional cutters which provide the perfect cutting experience while also eliminating cut and hurt fingers.
GRAND OPENING: This is one of the kitchen gadgets best sellers 2022 being sold for around the same price as units with just empty slots. You may know them as saran wrap dispenser with cutter, plastic wrap dispenser with cutter or an organization and storage system but no matter what you call it they make a fantastic choice for any home.
GIFT IDEA: Our aluminum foil and kitchen wrap organizer is a great gift idea that will last for years for Mother’s Day, Housewarming Parties, Birthdays and Christmas that any food lover or busy Mom would love to have. So if you are tired of the same old gift for Mom how about this unique plastic and aluminum foil dispenser with cutter gift idea that will leave a lasting impression and smile on her face. Finally a Kitchen Organization and Storage Dispenser That Really Works.
Our kitchen organization system uses a unique stainless steel rod and buckle system that gives you what you're looking for, ease of use and compatibility with all types of saran wrap, tin foil and wax paper products. To celebrate and promote it's release for a limited time get 25% off.
YouTube Video: https://youtu.be/5KD6L5Yl3yY
Vape Street Coquitlam BC is the biggest group of vape stores in Western Canada, and our experience and longevity in the market should give you great confidence when choosing a vape retailer to choose from. At our vape shop in Coquitlam BC, we continue to create new relationships and further existing relationships with vendors and ensure our prices align with what the manufacturers suggest. Our in-store warranty further gives assurances we will be there to help you if the need arises.
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BookChoice is a school division-sponsored program that offers students the opportunity to choose book bundles of their choice. Gives school divisions an online platform to directly invest in keeping students motivated to read and learn for both pleasure and purpose.
Watch this video to find out how you can get 5 million visits per month with just one simple marketing tip.
Introduction: Welcome to my first ever video on YouTube! My name is Glenn and in this video, I'm going to show you a few different ways to market your website and drive tons of visitors. This is going to be all the information you need to know in one place and it's all super easy too. Let's get started.
This is a video about how to get 5 million visits per month with one simple marketing tip.
Introduction: Hi, I'm your new best friend for all things marketing. Today we're going to be talking about how to get 5 million visits per month with one simple marketing tip. Let me show you what it takes.
RESOURCES & LINKS:
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How To Get 5 million Visits Per Month With One Simple Marketing Tips (video): https://youtu.be/8wVfLGCM97U
The Best Ways To Convert Website Visitors Into Leads (video): https://youtu.be/0Vsh_wHnTtg
____________________________________________
Why You Need to Grow Your Business With More Visitors Today!
When you’re trying to grow your blog, one of the most important things you can do is find ways to get more people to visit your site. If they don’t end up reading your post, they won’t subscribe to your email list, and they won’t buy your book or download your freebie.
That’s why you should be especially interested in this article, because it shows you how to get 4 million visits per month with just one simple hack. You see, that’s the amount of visits you get every single day, so you can see why this is such a big deal.
In this case, that means that you must be doing something that is actually helping people or selling a product or a service. If you’re not sure where to start, then you should start by looking at your analytics.
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Wrapping Up – How To Get 4 Million Visits Per Month
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Emilio De Simone, a DUI Defense Attorney in Denver discusses why we request a DMV hearing.
We almost always request a DMV hearing and we primarily do it for two reasons:
1. If there is no hearing, you lose your license no questions asked. We believe that you shouldn't lose your license without a fight.
2. We generally request that the officer be present because it gives us an opportunity to question the officer and get a feel for what he will be like if and when we go to trial. And of course if he doesn't show up its an easy win.
Learn more about DMV Hearing in Denver here https://duilawfirmdenver.com/dui-denver/dmv-hearing-denver-colorado/
We have an in-depth blog post about this topic here https://duilawfirmdenver.com/why-request-a-dmv-hearing/
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Tata one Bangalore Luxury is most awaited real estate project it consists of 200 acres and were planned with 60 % of residential and 40 % of commercial purpose and the real estate project is housing project, each and everything were well planned with attractive things while looking this are the main place in Bangalore. It gives landscape mode with green area most awaited township in Bangalore.
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Quality books contribute to a successful learning environment. Our Teacher Wish List program allows teachers to choose the books that they feel will be most useful in their classrooms, and gives parents an opportunity to contribute those materials.
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The Sundress and Sandals Concert Brings Live Music to Chicagoland.
CHICAGO, ILL. – The Sundress and Sandals Outdoor Concert starring The Isley Brothers, Carl Thomas, Kindred Family Soul, and Chantay Savage, will sun kiss the Cross Pointe Park Multi-Purpose stage located in the south suburbs of Chicagoland in Hazel Crest, IL. on Friday, July 23rd at 7PM To purchase tickets to attend the concert in-person visit Ticketmaster at https://www.ticketmaster.com/
This is also a Pay-Per-View Live Events streaming event, which gives fans the choice of attending in person or tuning in via their televisions or other electronic devices. To live stream the concert visit and Watch it Live at https://www.payperviewliveevents.com/live-stream-events @ 7PM EST / 4 PM PST.
Hosted by radio personality, Bionce Foxx, the appearance by the Isley Brothers at the Sundress and Sandals concert is one of only 10 concert dates for the legendary groups 2021 tour schedule. Rounding out the concert bill is Chicago’s hometown son Carl Thomas with chart-topping hits such as ‘I Wish” and “Emotional.” The rhythm and blues vibes will continue with the husband-and-wife duo, Kindred Family Soul, and the soothing grooves of Chante Savage.
Source: https://youtu.be/-d1hO6KOd4Y