732: Do Your Customers Love You? w/ Steve Farber

Steve Farber, author of Love is Just Damn Good Business: Do What You Love in the Service of People Who Love What You Do, joins me on this episode of #Accelerate!

KEY TAKEAWAYS



People who are great at what they do love their company, team, and customers. Steve explains the impact of translating love into action in your work.Do soft skills make you nervous? Can love be quantified? Steve talks about the net promoter score and employee engagement as examples of love metrics. If you can’t measure something, is it still worthwhile to do?What is the measure of a relationship? If you’re not hitting your numbers, that is a measure of failed relationships. The highest-performing salespeople have great relationships. Selling is all about relationships.Steve shares a case study of a top salesperson who asked herself if her customers loved her. She went on a campaign to gain their love by serving them in a way that showed her love for them. Listen in for her results!How do you develop love? Steve discusses relationships in transactional and complex sales roles. We always want the customer to love our brand, product, and service. Steve tells how to sustain those customer conditions.Can you simultaneously want to serve the customer and close the deal? Steve gives a hypothetical example of a salesperson motivated only by money. Will they be loyal?A sales manager who loves their team will hold their team’s feet to the fire when they are living below potential. Love has high expectations. Love has a low tolerance for negativity. Love is good business!What about employee development? Andy and Steve explore the impetus for improvement. Steve breaks down what he means by doing ‘what you love in the service of people who love what you do.’ It starts with you.How do you find what you love? Steve devotes a section of his book to that question. Don’t wait around for it to dawn on you. Search for it. First, ask, “What do I love about the work that I’m doing now?”Steve talks about his development as a musician and then going into business. He started as a broker and then founded a brokerage. He explains why he was miserable in it, and what he looked for, next.Discover your purpose and apply it to your work. Andy talks about sampling careers before settling on your chosen career path.Steve shares a story for  the first time of his son’s motivation for education and where it took him.

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