Interview with Tony Rubleski, Sales and Customer Service Guru
By Don Cote
Las Vegas Informer
At the risk of stating the obvious, no matter what business or profession you are in, someone needs to pay for your services or you are out of business. No sales, no business. But not everyone has always recognized that, sales is everyone’s responsibility.
According to Tony Rubleski, President of Mind Capture Group, bestselling author and leading guru on sales and customer service, “We are seeing a quantum shift; more CPA’s, Doctors, Professors and people that are usually anti-sales are coming to our trainings. They are telling us they need to sell and they don’t know how.”
I had the opportunity to catch up with Tony for a few minutes this week on the phone to ask him a few important questions. You might be surprised at his answers.
Tony, what is the number one mistake in marketing and how can people avoid it?
“Being Boring! Being the same as everyone else is boring. Take car dealers for instance. When you looking at the newspaper on Sunday, you could switch around the names of the dealers and the ads and you couldn’t tell the difference. You can’t be afraid of being different; have some fun.”
What do you mean by ‘Mind Capture’ and why is it important for people to understand?
“Mind Capture is about getting people to pay attention in a time-starved world with too many choices? Attention spans are only seconds these days. If you don’t know how, you’re doomed. You have three big challenges: 1. You have to find a way to capture their mind 2. You only have a few seconds 3. You have to establish maximum credibility in those few seconds.”
You teach about Sales and Customer Service. Why do you say Customer Service is even more important than Sales?
“Research shows, it costs five to six times more to get a new customer than it does to keep selling to an existing customer. The Fortune is in the Follow up. It pays to keep them happy. If you do it right, this is where you get referrals. Most businesses only get referrals accidentally. I call referrals the 8th wonder of the marketing universe? I’ve talked to many of the gurus of networking and getting referrals like Ivan Misner and they only have what I call a passive system. I teach people how to have the right mindset to even ask because most people are too chicken. And, I teach them the five reasons why people give referrals and how to get them.”
Who are some companies that really understand Customer Service?
“Starting in your own backyard in Las Vegas is Zappo’s. Tony Hsieh was able to sell the company to Amazon for Billion dollars because they are great at customer service. Starbucks of course, we all know they charge more for their coffee than everyone else but they have a loyal following because of the customer experience. Southwest Airlines makes the customer experience fun. Apple seems to be able to anticipate their customers’ wants. And Amazon is one of my favorites. I recently met with Jeff Bezos, Amazon’s CEO and told me he is relentless about creating the most amazing customer experience possible.”
What is the main takeaway attendees will get when they come to see you at the Henderson Chamber of Commerce luncheon on 9/26?
“They will learn how to get more customers and keep them happy without breaking the bank.”
If you want to learn how to grow your business from a master, I strongly suggest you get your tickets for this event before it is sold out and I’ll see you there.
Don is the Founder & CEO of The Institute for Self Improvement, a dynamic international public speaker as well as a powerful business and personal coach. He is a member of the National Speakers Association, International Federation for Professional Speakers and American Society of Training and Development. He is also the creator of The LifeWorks by Design Life Mastery System, Up 2 Something…Big MasterMind Collaborative and The MasterMind Leadership Mentoring Program. For more information visit: www.Institute-for-Self-Improvement.com.