The document outlines a 5-step process for winning customers: 1) Be likable by smiling, being present, and enthusiastic. 2) Connect by listening, finding common interests, and not disagreeing. 3) Solve problems by asking questions to identify issues and confirm problems. 4) Build trust by taking care of customers' needs. 5) Create positive experiences through congratulatory calls, tickets, or thank you notes. It also discusses developing a personal brand through expertise, teaching, speaking, online presence, writing, and appearance to get people to buy you.

1. People Buy You
By Jeb Blount
RAFAEL IRASTORZA

2. Agenda
Purpose of the Book: To help you enhance your
interpersonal skills, which will ultimately help you gain
customers or clients
 Winning Customers Process
 Client Relationship Management (CRM)
 A Brand Called YOU

3. “Turning strangers into friends and friends into
customers” Seth Godin
Five-step process
1. Be Likable
2. Connect
3. Solve Problems
4. Build Trust
5. Create Positive Emotional Experiences

4. Winning Customers Process
1. Be likable
 If you are not likable you have virtually no chance to build a
relationship
 Likability impacts how others perceive you and their willingness to
engage in conversation
 Remember “You never get a second chance to make a first
impression”
A few things to become likable:
 Smile: “Smile and the whole world smiles with You”
 Be there: “Wherever you are, be there” -> Keep you Blackberry away!
 Be Enthusiastic and Confident: Be passionate about what you offer
“Likability is the gateway to connections”

5. Winning Customers Process
2. Connect
 Get to know the person and identify if the two of you share similar
things (e.g. Hobbies)
 Research the person online before the meeting (Facebook, LinkedIn, Google, etc)
 Be willing to listen attentively to your potential customer; this makes
them feel VERY important
 Remember the 80/20 rule: Listen 80% of the time and talk 20% of it
 We were given two ears and one mouth for a reason. Listen twice as much as you
speak!

6. Winning Customers Process
Connect con’t
 Do not enter into a disagreement (battle)
 If you disagree, you may risk what you have gained so far
“If you would win a man to your cause, first convince him that you are his sincere
friend”
- Abraham Lincoln

7. Winning Customers Process
3. Solve Problems
 Listening and Asking questions are the keys to solving problems
 When you ask questions you find problems, and when you solve problems you
close business
 Confirm with your potential customer the problem you identified
 You are showing interest in identifying their needs and solving their problems
4. Build Trust
 “I want them to know that I’m going to take very good care of them.
Anything they need – I’m on top of it”
 My Tuesday Story
 When customers trust you, the selling part is easy

8. Customer Relationship Management
5. Create Positive Emotional Experiences
 You can strengthen a relationship with your current or potential
customer by simply:
 Making a phone call to congratulate an accomplishment
 Sending tickets of a major event, such as Orlando Magic game
 Inviting to play a round of golf
 Sending a handwritten thank you note - Stationary

9. A Brand Called You
 Your name is your most important asset
 We are CEOs of our own companies: Me, Inc.
 We are the only ones who can make this brand successful in the market place
 Ways to build your personal brand:
 Build Your Reputation as an Expert
 Teach & Coach
 Speak at Events
 Manage Your Online Presence
 LinkedIn
 Write:
 Articles, blogs, and opinions - (Make this a habit and you will see the results)
 Professional Appearance

10. Concluding Remark
“People do not buy words, marketing campaigns,
advertisements, sales pitches, products, services, or
slick presentations. People Buy You.”