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psychology is it's hard to say no to a person's face and this is where we see more replies
back to know emails when you're putting a personal video like if I asked you a question
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and you can see me looking at you and asking you something it's hard for me as a person
and psychologically to ignore that so pre post and ghost
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Well, hello everyone and welcome to another fabulous edition of Builder 365.
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For those of you who don't know me, my name is Michelle Bandean.
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I'm a senior consultant with Shore Consulting and I am joined today by another incredible
sales trainer with Shore Consulting, Rachae Penley.
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Rachae!
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Hi!
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Michelle, how are you?
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I'm doing good, how are you?
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I'm doing great.
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This is one of my favorite times of year.
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Absolutely.
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Mine as well.
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We'll jump into that in just a moment.
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But hey, listen, thanks so much for being here with me today and, you know, supporting me
and supporting everyone on this call.
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And thanks to all of you for joining us as well.
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We certainly hope that everyone is in good health and good spirits.
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You know, Raché, the election is finally behind us.
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Thank goodness.
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It's done.
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We can get past it.
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We're moving forward.
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Moving forward.
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Absolutely.
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For so many sales folks out there, the election really did seem to be sort of a sales
stopping moment, right?
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Yeah, absolutely.
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Yeah.
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But now you know that the holidays are certainly upon us.
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And this can also potentially be a sales stopping moment.
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But we don't want to talk about that just yet.
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Let's talk about the holidays.
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Do you have any fun family holiday traditions?
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that you're looking forward to?
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You know, that's I live in Austin, Texas, and so we don't get a whole lot of change in the
seasons.
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And so that's why I say I really love when autumn kind of comes in and fall kind of comes
in, because we do have some leaf drop.
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It's not a lot, but we do have some leaf drop.
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And I love to see the changing of the colors.
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And I just love the sense in the air that things are changing and that things are about to
get really exciting for the holiday season.
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It's kind of like.
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here it comes.
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Here it comes.
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Yeah.
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So it's really kind of the introduction of the holiday season for me.
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I love it.
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So I have to ask you, team turkey or team ham?
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team turkey.
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Yeah, it'd be team turkey.
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Yeah, I'm with you.
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I'm with you.
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How about this one?
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Host.
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Do you host?
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Do you travel or do you hide?
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We do a mix of everything.
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I feel like every year with our family is a little different.
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Like we all kind of decide, OK,
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who's the best prepared to host this year?
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And we decide on a house to go to.
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fun fact, I actually live just like five houses down from my mom and my dad.
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That's nice.
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Yeah.
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So the fun part about our holiday is, that one of us will decide to host and any other,
and then we'll cook a turkey or smoke a turkey or something like that.
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We always do something fun every year with it.
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We try, we try different recipes.
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We're very like adventurous about some of our menu.
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But we will then we will decide to do sides or something like that.
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And because we live so close, we actually have like this little red wagon that we will
load up the food into and just carry it down the road with us.
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And it's like this.
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It's like our own little Thanksgiving parade.
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I love it.
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Well, that tells me that you you love your family.
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So there's no hiding.
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And besides, it's a good thing that you do love your family and you're close to your
family because it would be really hard to hide.
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being five doors down.
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Yeah, you can't hide when you five, five houses down.
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No, no, I love it.
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That's great.
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I want to give a special thanks to our partner for this podcast.
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Builder 365 is powered by Opendoor for builders.
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Easy sales, smooth moves.
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And you can learn more about the work they do to support home builders at opendoor.com
forward slash.
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Builder 365.
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know, Rache, we were talking about the holidays and what do buyers often tell salespeople
this time of year?
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I think they often say, I'm going to wait or I'm going to get past the holidays and then
I'll think about it.
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They just I feel like people I feel like it's very natural for people to have a lot on
their plates.
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No pun intended at this time of year.
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So they get it can be overwhelming for them.
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And so they want to wait.
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Yeah, for sure.
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And you know, you and I have both been on the sales floor.
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We've we've led sales teams.
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And so what would be one piece of maybe coaching advice that you would give a salesperson
right now?
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I would tell them really dig into why they're standing in front of you.
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The very fact that they are coming into our model homes or engaging in conversations with
us about new homes.
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It means that they're a home buyer.
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We kind of often self-eject our sales because we can see our customers and if they say
something like, I'm going to wait or I'm just not sure in our heads, we start calling them
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home shoppers.
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Now, if they are standing in front of you today, if they are engaging in a conversation
with you right now, they are a home buyer.
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So we got to get down to why they're there, understanding their motivation, understanding
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all of those four two elements, their current dissatisfaction, their future promise,
understanding those elements and really digging into the reason that they're there right
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now and let's solve their problem right now.
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Absolutely.
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We've got to have the right mindset, right?
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To really believe that this is a ready, willing and able buyer.
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And when we do, magic happens.
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And all we have to do is just make it easy for them to say yes, right?
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That's right.
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Well, listen, I am super excited to share with our audience today an interview that I did
with Justin Dornbos.
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He is an enterprise executive or account executive with BombBomb regarding video
messaging.
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It's something that I was super excited to talk to him about.
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Justin has helped individuals and companies to really rehumanize their business
communication in all parts of the organization.
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from marketing and sales and customer success.
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And in this interview that I did with Justin, Justin shares some ways that we can really
use video to enhance the customer experience and really shorten the buying cycle.
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Because we were talking about the holidays, right?
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And it's something a buyer says to quite frankly, or can derail the sale and extend the
buying cycle if they want to wait till after the holidays.
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So he gives some tips.
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to help shorten that buying cycle.
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And Rache, I know that this is a topic that is something that you feel pretty passionate
about too, yes?
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Absolutely, because again, going back to why they're standing in front of you right now,
if it takes a couple of visits or they decide to go think about it or something like that,
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how do we stay in front of them?
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How do we keep engaging with them in a way that is meaningful and gets them to come back
to us?
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And I think that's where video really comes into play is it can be a really helpful tool
to get our faces and our excitement in front of them in a really positive way.
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Absolutely.
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Well, he's got some great advice for our audience today.
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So let's give a watch and listen.
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Well, hello everyone.
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Hey, thank you so much for joining us on Builder 365 podcast.
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Super excited to be here with Justin.
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Justin, thank you so much for agreeing to be a part of this conversation.
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We are so lucky to have you.
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Hey, thank you for having me.
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It's always good to hang out with your team.
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So you guys are all good people.
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Well, thank you.
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Well, listen, I obviously I am familiar with with who you are and what you do, but
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You know, and I'm sure many of our listeners are familiar with BombBomb, but just in case,
by chance for someone out there who is like, who, what?
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Can you give us a little bit of the inside scoop on who and what BombBomb is and what you
do so well?
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Certainly.
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Yeah.
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To put it simple, I always say it's relationships 101, but really what we do at the core
of it is help build a better customer experience and help accelerate the sales cycle
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using simple video messaging, whether that's video email, texting, or even social media as
well too.
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So yeah, hopefully that helps.
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Well, yeah, listen, I'm sure you captured a lot of people's attention when you said
accelerating the sales cycle.
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So I'm sure you captured a lot of guests right then and there.
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Hey, listen, when it comes to video messaging, let's dive into that a little bit deeper.
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What are some of the most successful ways
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that you're seeing some of your builder partners use what BombBomb provides.
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Yeah, you know, out of the almost 10 years I've been doing this now, we've actually
created a video playbook.
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You know, it's like the 10 best videos, the moments that matter, we call it.
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But I always like to start people with three.
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And so I'll kind of give you, you know, the teasers.
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Yeah, you can have the 10.
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Let me know.
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I'm happy to send it up.
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But the three is what we call pre, post and ghost.
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So what does that mean right pre post and go so pre is a pre appointment video to
introduce yourself before an appointment and I always say I started getting I should say I
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started nerdy now about this when my wife and I built our first home when I started with
bomb-bomb and Me as a salesperson I didn't know really what to expect and I you know
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walked into a model home and there was two if not three, know sales reps there and
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I was almost kind of confused at the time too, is like me as a salesperson is like, who's
getting commission if I get this house?
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Or, I always also say, know, nobody wakes up and says, I can't wait to talk to a
salesperson.
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But if I get a video from the person who I'm meeting before I've met them, there's that
customer experience, right?
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And there's a much better relationship right out of the gate.
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I know exactly who I'm going to be talking to.
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right when I walked into that model home and I know exactly how they act, right?
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I don't mean to keep going into the weeds about this, but we wrote this in a whole number
one bestseller that we do and the psychology of it is it's hard to say no to a person's
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face, right?
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And so, if you're a video scene that somebody's excited to see me and meet me, it's hard
for me to ignore and ditch out on that meeting.
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And so this is where we see builders
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you know, getting more meetings held, right?
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When they're sending out those videos.
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So pause there.
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Does that make sense?
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Yeah, absolutely.
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Listen, it is intimidating to walk through a door and not know who's on the other side.
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And am I going to be able to like them or trust them?
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And so that takes a lot of the guesswork and fear work out of the equation.
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So.
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I absolutely, it's something we trade on too.
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We sing your praises because we know it's just so important.
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We like to say it's being coffee worthy.
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Being coffee worthy even before they walk in through the door.
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Bingo.
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Gives the team a huge advantage, right?
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Yep, exactly.
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Now you're showing them you're coffee worthy before they've ever even met you.
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Yeah, yeah.
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Love that.
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All right.
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I'll kind of keep going with it too and feel free to cut me off and...
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But post is that post appointment.
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they walked out, depending on that community, you know that they can walk 20 steps down
the sidewalk and maybe walk into a competitor's home.
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And I would say, what are they sending them after that appointment or that walk-in, right?
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And so if it's just some plain text email that looks and feels like a robot sent it, it's
very impersonal.
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And we learn to just swipe and delete that junk.
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But this is where Jeff also talks about keep that emotional altitude going.
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Send them a video as to why they loved the community or they loved the floor plan and
talking about their future promise that kind of stuff So that's where these videos work
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really well and in personal videos You can also do them in pre-recorded, know record it
once and send it out great meeting you that kind of stuff too so pre post and then ghost
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is That last third one too.
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And you know all of us as salespeople we have been ghosted right speaking of this we are
on Halloween and
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Yes.
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It's the only time we like to talk about ghosting, right?
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Yeah.
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But again, the psychology is it's hard to say no to a person's face.
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And this is where we see more replies back to emails when you're putting up personal
video.
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Like if I asked you a question and you can see me looking at you and asking you something,
it's hard for me as a person and psychologically to ignore that.
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So pre, post, and ghost.
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Listen, I love that.
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For those of you, you're thinking about, you know, keeping that emotional altitude high,
you know, what is that all about?
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know, Jeff likes to describe it as the level of positive emotional connection a home buyer
has towards us and our offering.
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And sadly, right, the minute they leave us, the buyer starts to forget about us.
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And then why?
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Life gets in the way, right?
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And so yeah, video is so, so very important and, and you're, you're post to avoid the
ghost.
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I love the idea about video because it's, something that a home buyer can go back to,
right?
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Time and time again, and watch those videos.
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you know,
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Well, there you go too.
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Even like the weekly updates, right?
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Or backlogs, you know, it's a great way to use our mobile app as well too.
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And that's part of, you know, the top 10 ways.
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And, you know, Jeff says this all the time, you know, if a picture is worth a thousand
words, how many words is a video worth?
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To put, you know, emotion into it instead of just sending a picture of, know, your
countertops were installed.
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Like you can hear somebody saying, look how gorgeous this looks, how cool.
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This is the most emotional purchase of this person's lifetime.
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You got to put that emotion into it, too.
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Right.
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Yeah.
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Look, I'm not a Nobel Prize winning psychologist, but Daniel Kahneman says that 90 percent
of our our decisions are made emotionally.
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Right.
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And only 10 percent logically.
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So video helps to build that that emotion or to sustain that emotional connection.
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We.
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Yeah, which is absolutely awesome.
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You know, we talked to you talked a little bit about the psychology of it.
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And do you think it's kind of like reciprocity, like a video?
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Like if I do this for you, then you're going to do something for me.
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So if I do this video for you and it's seen as unexpected, because let's face it, not
everyone is embracing this technology.
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Right.
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And so it's unexpected, it's providing value, and then hopefully it's personalized.
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And so because of that, I'm going to show up to the appointment.
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I'm probably not going to be as snarky to you because hopefully my walls will be down as a
buyer.
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I mean, do you think that's the case?
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Absolutely, 100%.
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And to even piggyback and go further,
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You can take that reciprocity and you can use that for referrals.
246
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This is something that we preach as well too.
247
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The customers that you've had that have closed, send them out a video saying congrats on
one month, one year, whatever it may be.
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If Brian Baffini is, by the way, if you know anybody looking to build a home as well too,
hey, send them my way.
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Asking for a referral, I feel as if the home builders,
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take advantage of asking for referrals like real estate agents do.
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I feel like that's a huge thing to do with video as well.
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Huge opportunity.
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again, it brings it perhaps back to that moment of, yeah, I remember him.
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I liked him.
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I trusted him.
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We had such a great experience.
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And yeah, and ask for that referral.
258
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Yeah, that's great.
259
00:17:10,543 --> 00:17:18,726
there any other ways besides the pre, the post and avoiding the ghost to use video?
260
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Are there any other ways that or are there ways to ensure that if I take the time to do a
video for my leads that I'm going to really be able to engage them?
261
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So any points as far as that goes?
262
00:17:36,824 --> 00:17:44,784
You know, one of the questions that I always get asked to out of the 10 years is, know,
how do I know my team is going to use this?
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Right, and there's a number of things that go into that.
264
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Number one is lead by example, right?
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If you're a leader in this space, sending out videos to congratulate your team.
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Encourage them, keep company culture alive, that kind of stuff.
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But one of the things that we do with other builders as well too, is we find those little
moments that matter within their CRM and their sales cycle.
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where these reps can then just shoot one video and one video, that's it.
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And it'd be sent out automatically every time, like a pre-appointment, a post-appointment.
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The ghost is a little ad hoc because you wanna obviously insert that in when you are
getting ghosted.
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And forgive me if that wasn't the question, but that is how can we ensure that these
people are doing this?
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Well, even beyond that too, one of the cool things,
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I can't share my screen right now too, but one of the nice things that marketing falls in
love with was you can actually share assets in BombBomb within deploying.
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What I mean by that is deploying videos that say the marketing team has made that then the
sales reps can use within their outlook, Gmail, Lasso, CRM, whatever it may be, and that
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they can then as a sales rep get those analytics back.
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So say it's like a
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a brand new community that opened up.
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It's a beautiful marketing video.
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The sales rep didn't create it, but marketing shared it with the entire team.
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I have access to that and I can send that out to prospects too.
281
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Now I went kind of down on the rabbit trail there too, but this is my brain, a nerd out to
the- No, listen, that is so brilliant, right?
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To maximize those opportunities.
283
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I mean, one of the things that salespeople and sales leaders always worry about is traffic
generation.
284
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And so to be able to use this as another tool, like we don't have to reinvent the wheel.
285
00:19:38,091 --> 00:19:39,285
We don't always have to be creative.
286
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Sometimes our marketing team does this wonderful marketing work and now we can share it to
increase leads and traffic and all of that.
287
00:19:48,814 --> 00:19:50,595
So that's fabulous.
288
00:19:51,276 --> 00:19:57,541
What do you think about using, have you heard any of your builder partners using this?
289
00:19:57,950 --> 00:20:04,433
know, video messaging as far as if I'm a sales leader for coaching, like coaching
opportunities.
290
00:20:04,433 --> 00:20:12,116
I'll call out, you one of your all good partner, JC Christie, he does such a good job at
this too.
291
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He makes the, you know, their team send videos to him on objection handling, right?
292
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And basically, you know, coaching them back and forth on, you know, what happens when they
say this, what happens when they say this, how would you counteract with that?
293
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a number of different ways too.
294
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I work, and this is outside of the industry too, but we also have a screen recording
feature that I work with Farmer's Insurance on a corporate level.
295
00:20:39,211 --> 00:20:48,586
Their sales trainers use the screen recording feature on how to teach them going into
Salesforce and updating their CRM and stuff like that too.
296
00:20:48,586 --> 00:20:53,058
So it's just kind of endless possibilities when it comes down to it.
297
00:20:53,058 --> 00:20:53,934
I love it.
298
00:20:53,934 --> 00:20:56,494
Listen, you did mention the word objection.
299
00:20:56,494 --> 00:21:09,034
So I'm going to flip the script here a little bit and let's talk about objections because,
you know, I would imagine there's pushback from salespeople that, you know, I don't want
300
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to use video.
301
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So what are the biggest objections that you hear?
302
00:21:12,914 --> 00:21:18,684
Because not everybody is, you know, running with their arms open wide and wanting to
embrace video.
303
00:21:18,684 --> 00:21:21,090
So what are the biggest objections that you hear?
304
00:21:21,090 --> 00:21:25,772
Yeah, funny, Michelle, out of 10 years doing this, I've never heard anybody say something
like that.
305
00:21:26,070 --> 00:21:32,575
The thing that I always hear is, I don't like how I look on video or I don't like how I
sound on video.
306
00:21:32,575 --> 00:21:34,736
Well, I've got a shocker for you.
307
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The way you look and sound on video is the way you look and sound in real life.
308
00:21:39,177 --> 00:21:40,998
Yeah, it's just how it is.
309
00:21:40,998 --> 00:21:44,700
And quite frankly, they're going to see you anyways.
310
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And hear you, right?
311
00:21:45,960 --> 00:21:50,102
You might even want to give them a heads up of what you look and sound like, right?
312
00:21:50,102 --> 00:21:50,858
And so...
313
00:21:50,858 --> 00:21:55,919
It's just that mental, know, and quite frankly, you know, now the years 2024, gosh, it's
almost 25.
314
00:21:55,919 --> 00:22:03,482
We're so used to being on video calls at this point, that objection starts to dwindle down
too.
315
00:22:03,482 --> 00:22:10,133
But there are still people, of course, you know, like, I don't like the way, nobody likes
the way they look and sound on video.
316
00:22:10,133 --> 00:22:15,385
When they first heard themselves or saw themselves on video, like nobody likes that.
317
00:22:15,385 --> 00:22:19,506
But it doesn't matter to the prospect.
318
00:22:19,692 --> 00:22:30,299
The prospect is more blown away that you sent some personal video message to them that
that's more impactful than what you think of yourself.
319
00:22:30,299 --> 00:22:31,122
Right.
320
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That makes sense.
321
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For sure.
322
00:22:33,731 --> 00:22:35,292
You know, it's not about us.
323
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It is about the customer.
324
00:22:36,884 --> 00:22:42,788
And what is the best way that we can serve the customer, make it a great experience.
325
00:22:42,788 --> 00:22:43,798
Right.
326
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And really feel or start to build that connection.
327
00:22:47,821 --> 00:22:49,494
So well, let's just say
328
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You know, let's say I'm that salesperson.
329
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you know, it is, it's just a passing, you know, this is a new trend.
330
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It's going to pass or I don't like the way I look.
331
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I don't like the way I sound or so maybe, you know, all of those reasons and more that
I'm, pushing back on, you know, the, sales manager who wants to embrace this, this
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technology, or I feel like.
333
00:23:15,788 --> 00:23:16,309
Let's face it.
334
00:23:16,309 --> 00:23:19,320
A lot of times salespeople feel like, well, this is just another
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to do that you're adding to my long list of tasks that I have to accomplish every day.
336
00:23:26,132 --> 00:23:41,807
So if you were going to have a conversation with that, that sales professional and, you
know, maybe some, some helpful advice or a tip to maybe start, you know, small and, kind
337
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of build on the success.
338
00:23:43,547 --> 00:23:46,708
What, what sort of advice might you have for me?
339
00:23:47,090 --> 00:23:55,624
Love that question the first thing that I would say and thank you for asking that the
first thing that I would say is To that person would you close more business if you could
340
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get face-to-face more often with more people?
341
00:23:59,056 --> 00:24:01,837
The answer is always yes Right.
342
00:24:01,837 --> 00:24:12,092
We're just helping you get there faster and build trust and rapport quicker now Even if
you're still hesitant to be on video whether it's your face whatever great use this screen
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00:24:12,092 --> 00:24:12,974
recorder
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00:24:12,974 --> 00:24:19,314
After you've had somebody walk through, some of our builder partners use our screen
recorder to walk through, know, lot lines, right?
345
00:24:19,314 --> 00:24:21,134
The community plans.
346
00:24:21,134 --> 00:24:30,434
We even have builders that go through, you know, the floor plans, but even a Matterport
experience and talk them through it, which is so cool and such a better experience too,
347
00:24:30,434 --> 00:24:40,662
because this is the shocker for me, is that again, this is, it's almost 2025 and most
sales reps, because most builders use Outlook, right?
348
00:24:40,662 --> 00:24:48,148
And so I always ask the question, because I know the answer is, does your team get live
notifications when their emails are opened in real time?
349
00:24:48,148 --> 00:24:49,809
And no, they don't.
350
00:24:49,850 --> 00:24:59,398
And so even when they plug in just our Outlook integration, they get live notifications
even if they send a plain text email.
351
00:24:59,398 --> 00:25:02,800
And so even if you're sending a video too, great.
352
00:25:02,800 --> 00:25:07,304
You now know exactly who's engaging in your stuff and your content.
353
00:25:07,304 --> 00:25:09,984
And that gives you such a great
354
00:25:09,984 --> 00:25:13,896
opportunity to pick up the phone and call those people, right?
355
00:25:13,896 --> 00:25:17,478
And know who's a hot lead, who's engaged, who's not.
356
00:25:18,619 --> 00:25:19,920
I love that.
357
00:25:19,920 --> 00:25:20,630
That's incredible.
358
00:25:20,630 --> 00:25:30,785
You know, one of the biggest things I think that frustrates salespeople the most is, you
know, I take the time, I take the effort to do my follow up, and then I don't get the
359
00:25:30,785 --> 00:25:31,886
results.
360
00:25:31,906 --> 00:25:35,508
And so it's so frustrating to them.
361
00:25:35,508 --> 00:25:39,530
So a way to track what's working, what's not.
362
00:25:39,910 --> 00:25:54,492
But I have to say, every time we do training and, you know, a lot of our clients use
BombBomb, of course, and we do video training, everyone is always the first time so
363
00:25:54,492 --> 00:25:59,527
surprised just how they get that instantaneous response.
364
00:25:59,527 --> 00:26:00,487
Right.
365
00:26:00,688 --> 00:26:04,150
And we call that the aha moment, right?
366
00:26:04,150 --> 00:26:08,193
That just wakes them up and like, okay, there's something to this.
367
00:26:08,234 --> 00:26:09,044
Yeah.
368
00:26:09,046 --> 00:26:09,667
Yeah.
369
00:26:09,667 --> 00:26:17,272
So Justin, last question and thank you for gracing us with your time.
370
00:26:18,393 --> 00:26:30,121
What's the downside or what's the danger for the sales people or sales teams or builders
out there who don't want to embrace this technology or are really slow to embrace this
371
00:26:30,121 --> 00:26:31,322
technology?
372
00:26:32,443 --> 00:26:34,315
One, response rates, right?
373
00:26:34,315 --> 00:26:36,706
Two, I mean,
374
00:26:36,974 --> 00:26:39,906
The biggest thing too is the tracking and the analytics of it.
375
00:26:39,906 --> 00:26:41,818
Like don't you want to know?
376
00:26:41,818 --> 00:26:50,754
You know say I had some couple come into the community I thought for sure they're gonna
get lot number seven with the monarch floor plan But they don't write me call me text me
377
00:26:50,754 --> 00:26:56,708
back for three weeks, but today They're opening that email and clicking on that floor
plan.
378
00:26:56,708 --> 00:27:00,411
Wouldn't you like to know that all things video aside?
379
00:27:00,411 --> 00:27:05,454
These are things that we can help you have insight to like it's crazy
380
00:27:05,804 --> 00:27:09,087
Me as a salesperson, I need to know when people are engaged in my stuff.
381
00:27:09,087 --> 00:27:14,982
And I love getting messages from people that I've talked to a year or two, years ago
before, something like that.
382
00:27:14,982 --> 00:27:20,907
And we teach this in training too, is when you see something like that, yes, you do pick
up the phone.
383
00:27:20,967 --> 00:27:23,249
You don't act like it's an accident.
384
00:27:23,249 --> 00:27:24,951
You be transparent about it.
385
00:27:24,951 --> 00:27:25,211
Yeah.
386
00:27:25,211 --> 00:27:28,143
I got a notification that you were checking out that floor plan.
387
00:27:28,143 --> 00:27:31,816
So I thought it'd be a perfect time to give you a call and see if you had any questions.
388
00:27:31,877 --> 00:27:32,187
Right?
389
00:27:32,187 --> 00:27:33,558
Absolutely.
390
00:27:34,246 --> 00:27:40,851
Really, where I was coming down to that is that the tracking and the analytics is what's
going to help you close more deals.
391
00:27:40,851 --> 00:27:41,471
Yeah.
392
00:27:41,471 --> 00:27:42,622
And that's what it's all about.
393
00:27:42,622 --> 00:27:45,524
Making more people happy homeowners, right?
394
00:27:45,524 --> 00:27:46,925
Getting them into the right home.
395
00:27:46,925 --> 00:27:47,816
Yep.
396
00:27:47,816 --> 00:27:56,422
Building that better customer experience, building a better relationship and trust with
them, which will ultimately lead to more referrals to you're winning on both ends.
397
00:27:56,422 --> 00:27:57,410
Yeah.
398
00:27:57,410 --> 00:28:01,033
Well, thank you, Justin, so much for your time.
399
00:28:01,295 --> 00:28:12,898
If someone was new coming into this podcast not knowing about BombBomb, they certainly do
now, and they certainly have some great insights on why they need to embrace video
400
00:28:12,898 --> 00:28:15,070
messaging now.
401
00:28:15,090 --> 00:28:16,011
I appreciate you.
402
00:28:16,011 --> 00:28:17,353
Thank you for having me, Michelle.
403
00:28:17,353 --> 00:28:18,764
Thanks, Justin.
404
00:28:23,398 --> 00:28:30,080
After watching the interview, has your opinion on video messaging changed in any way?
405
00:28:30,160 --> 00:28:31,381
Not at all.
406
00:28:31,381 --> 00:28:33,261
Justin is always so on point.
407
00:28:33,261 --> 00:28:38,002
Of course, he works for Bomb Bomb, so it's kind of his gig to be doing videos.
408
00:28:38,083 --> 00:28:42,524
But I think the message for us is to not be afraid of it.
409
00:28:42,524 --> 00:28:44,414
I loved what he said about...
410
00:28:44,414 --> 00:28:49,806
or both of you were saying that when we send a customer a video...
411
00:28:50,048 --> 00:28:52,730
We shouldn't be worried about how we look or sound.
412
00:28:52,730 --> 00:28:54,102
That's just who we are.
413
00:28:54,102 --> 00:28:57,905
What we should be more concerned about is the content that we're delivering.
414
00:28:57,905 --> 00:28:59,567
It's about the customer.
415
00:28:59,567 --> 00:29:01,709
It's for the customer.
416
00:29:01,709 --> 00:29:05,392
So we kind of have to get over ourselves a little bit and just dive into it.
417
00:29:05,392 --> 00:29:06,803
Yeah, absolutely.
418
00:29:06,803 --> 00:29:08,235
It's not about us.
419
00:29:08,235 --> 00:29:12,178
It's about the customer and the customer experience.
420
00:29:12,259 --> 00:29:16,224
And just to re-engage them, re-energize them.
421
00:29:16,224 --> 00:29:22,035
In a sea of sameness, video messaging is certainly a way to stand out, right?
422
00:29:22,156 --> 00:29:23,616
Absolutely.
423
00:29:23,756 --> 00:29:27,374
I would be using video as often as I possibly could.
424
00:29:27,374 --> 00:29:34,999
I mean, even when the taillights are heading out and the customer is leaving your
community and maybe they didn't buy today, I would be on that phone.
425
00:29:34,999 --> 00:29:41,367
You just grab it up and you just turn it around and say, hey, thank you so much for the
video, for the, thank you so much for the visit today.
426
00:29:41,367 --> 00:29:43,111
I really enjoyed our conversation.
427
00:29:43,111 --> 00:29:45,922
I'm looking forward to continuing our conversation.
428
00:29:46,302 --> 00:29:53,897
and putting your face and your excitement in front of them because what happens when they
leave Michelle when when the buyer leaves your community?
429
00:29:53,897 --> 00:29:55,708
What's the first thing that happens?
430
00:29:55,708 --> 00:29:58,600
Well, they start to forget us sadly, right?
431
00:29:58,600 --> 00:30:09,897
They're their emotional connection to us and our offering quickly diminishes and this is
just such a great way to to keep them from a friend of mine
432
00:30:10,796 --> 00:30:12,567
It's the, what's the purpose of follow up?
433
00:30:12,567 --> 00:30:19,212
The whole purpose of follow up is to keep that emotional altitude high, that engagement
high.
434
00:30:19,212 --> 00:30:21,749
And again, video is one of the best ways to do that.
435
00:30:21,749 --> 00:30:26,197
I think Justin made a really good point about it's kind of hard to say no to your face.
436
00:30:26,197 --> 00:30:29,859
And if you're putting your face in front of them and say, Hey, here I am.
437
00:30:29,859 --> 00:30:31,230
I'm so excited for you.
438
00:30:31,230 --> 00:30:32,661
Come back and see me.
439
00:30:32,661 --> 00:30:34,032
I've got this wonderful lot.
440
00:30:34,032 --> 00:30:35,593
I've got this wonderful home site.
441
00:30:35,593 --> 00:30:37,204
I've got this wonderful home for you.
442
00:30:37,204 --> 00:30:40,716
And I'm just, I'm so excited about the potential here for you.
443
00:30:40,814 --> 00:30:42,674
Imagine doing that with your customers.
444
00:30:42,674 --> 00:30:47,664
They're going to have a really hard time going, yeah, I don't like that guy or I don't
like that girl.
445
00:30:47,664 --> 00:30:49,284
You know, they're just not for me.
446
00:30:49,284 --> 00:30:51,734
They're going to have a hard time saying no.
447
00:30:51,754 --> 00:31:00,774
Well, and then how great would it be to get a video or to send the video and have them get
that video when you're when they're shopping your competition?
448
00:31:00,774 --> 00:31:07,234
And we certainly know that if no one else is doing it, who's the rock star?
449
00:31:07,234 --> 00:31:09,574
You're the rock star, right?
450
00:31:10,471 --> 00:31:11,131
absolutely.
451
00:31:11,131 --> 00:31:13,173
Well, I saw a Ted Talk one time.
452
00:31:13,173 --> 00:31:16,335
Gosh, I really wished I could remember who it was.
453
00:31:16,395 --> 00:31:23,881
But she talked about in this Ted Talk along the lines of, again, we should be making
videos for our customers, not for ourselves.
454
00:31:23,881 --> 00:31:34,110
And she talked about how the person that's receiving your video doesn't care if you've got
a hair out of place or you've got some funky things going on.
455
00:31:34,110 --> 00:31:36,131
What they care about is the message.
456
00:31:36,131 --> 00:31:39,758
And so I think as long as we keep our videos quick,
457
00:31:39,758 --> 00:31:47,158
and easy and relevant to our buyer, we're going to win all day long.
458
00:31:47,158 --> 00:31:48,268
I totally believe that.
459
00:31:48,268 --> 00:31:55,498
And I wish more people would dive into the land of video because I think it could open up
so many doors for our self counselors.
460
00:31:55,717 --> 00:31:56,998
Yeah, absolutely.
461
00:31:56,998 --> 00:31:58,698
Well, there you have it, my friends.
462
00:31:58,698 --> 00:32:07,806
mean, another great way, follow up, especially video follow up is a great way to shorten
that buying cycle.
463
00:32:07,830 --> 00:32:12,513
Alright, thank you all for joining us for another episode of Builder 365.
464
00:32:12,513 --> 00:32:16,136
For Rachae Penley, I'm Michelle Bendine.
465
00:32:16,136 --> 00:32:20,378
Thanks again and until next time, go change some worlds.
00:00:00,056 --> 00:00:09,130
psychology is it's hard to say no to a person's face and this is where we see more replies
back to know emails when you're putting a personal video like if I asked you a question
2
00:00:09,130 --> 00:00:18,734
and you can see me looking at you and asking you something it's hard for me as a person
and psychologically to ignore that so pre post and ghost
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00:00:26,094 --> 00:00:31,355
Well, hello everyone and welcome to another fabulous edition of Builder 365.
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00:00:31,355 --> 00:00:35,397
For those of you who don't know me, my name is Michelle Bandean.
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00:00:35,397 --> 00:00:44,679
I'm a senior consultant with Shore Consulting and I am joined today by another incredible
sales trainer with Shore Consulting, Rachae Penley.
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Rachae!
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Hi!
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Michelle, how are you?
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I'm doing good, how are you?
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I'm doing great.
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This is one of my favorite times of year.
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Absolutely.
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Mine as well.
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We'll jump into that in just a moment.
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But hey, listen, thanks so much for being here with me today and, you know, supporting me
and supporting everyone on this call.
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And thanks to all of you for joining us as well.
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We certainly hope that everyone is in good health and good spirits.
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You know, Raché, the election is finally behind us.
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Thank goodness.
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It's done.
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We can get past it.
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We're moving forward.
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Moving forward.
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Absolutely.
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For so many sales folks out there, the election really did seem to be sort of a sales
stopping moment, right?
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Yeah, absolutely.
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Yeah.
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But now you know that the holidays are certainly upon us.
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And this can also potentially be a sales stopping moment.
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But we don't want to talk about that just yet.
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Let's talk about the holidays.
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Do you have any fun family holiday traditions?
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that you're looking forward to?
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You know, that's I live in Austin, Texas, and so we don't get a whole lot of change in the
seasons.
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And so that's why I say I really love when autumn kind of comes in and fall kind of comes
in, because we do have some leaf drop.
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It's not a lot, but we do have some leaf drop.
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And I love to see the changing of the colors.
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And I just love the sense in the air that things are changing and that things are about to
get really exciting for the holiday season.
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It's kind of like.
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here it comes.
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Here it comes.
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Yeah.
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So it's really kind of the introduction of the holiday season for me.
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I love it.
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00:02:30,196 --> 00:02:34,246
So I have to ask you, team turkey or team ham?
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team turkey.
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00:02:35,566 --> 00:02:37,046
Yeah, it'd be team turkey.
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00:02:37,046 --> 00:02:38,686
Yeah, I'm with you.
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I'm with you.
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How about this one?
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Host.
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Do you host?
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Do you travel or do you hide?
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00:02:44,386 --> 00:02:46,406
We do a mix of everything.
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00:02:46,406 --> 00:02:48,686
I feel like every year with our family is a little different.
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Like we all kind of decide, OK,
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who's the best prepared to host this year?
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And we decide on a house to go to.
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fun fact, I actually live just like five houses down from my mom and my dad.
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That's nice.
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Yeah.
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So the fun part about our holiday is, that one of us will decide to host and any other,
and then we'll cook a turkey or smoke a turkey or something like that.
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We always do something fun every year with it.
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We try, we try different recipes.
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We're very like adventurous about some of our menu.
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But we will then we will decide to do sides or something like that.
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And because we live so close, we actually have like this little red wagon that we will
load up the food into and just carry it down the road with us.
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And it's like this.
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It's like our own little Thanksgiving parade.
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I love it.
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Well, that tells me that you you love your family.
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So there's no hiding.
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And besides, it's a good thing that you do love your family and you're close to your
family because it would be really hard to hide.
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being five doors down.
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Yeah, you can't hide when you five, five houses down.
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No, no, I love it.
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That's great.
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I want to give a special thanks to our partner for this podcast.
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00:04:01,507 --> 00:04:06,060
Builder 365 is powered by Opendoor for builders.
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00:04:06,060 --> 00:04:09,062
Easy sales, smooth moves.
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00:04:09,062 --> 00:04:15,246
And you can learn more about the work they do to support home builders at opendoor.com
forward slash.
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00:04:15,246 --> 00:04:17,226
Builder 365.
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00:04:17,226 --> 00:04:25,726
know, Rache, we were talking about the holidays and what do buyers often tell salespeople
this time of year?
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I think they often say, I'm going to wait or I'm going to get past the holidays and then
I'll think about it.
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00:04:32,626 --> 00:04:37,226
They just I feel like people I feel like it's very natural for people to have a lot on
their plates.
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No pun intended at this time of year.
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00:04:40,336 --> 00:04:43,726
So they get it can be overwhelming for them.
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And so they want to wait.
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Yeah, for sure.
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00:04:46,491 --> 00:04:49,733
And you know, you and I have both been on the sales floor.
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00:04:49,733 --> 00:04:51,995
We've we've led sales teams.
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00:04:51,995 --> 00:05:01,201
And so what would be one piece of maybe coaching advice that you would give a salesperson
right now?
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00:05:02,062 --> 00:05:06,806
I would tell them really dig into why they're standing in front of you.
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00:05:06,806 --> 00:05:13,600
The very fact that they are coming into our model homes or engaging in conversations with
us about new homes.
95
00:05:13,632 --> 00:05:16,203
It means that they're a home buyer.
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00:05:16,244 --> 00:05:26,834
We kind of often self-eject our sales because we can see our customers and if they say
something like, I'm going to wait or I'm just not sure in our heads, we start calling them
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00:05:26,834 --> 00:05:28,314
home shoppers.
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00:05:29,076 --> 00:05:36,342
Now, if they are standing in front of you today, if they are engaging in a conversation
with you right now, they are a home buyer.
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00:05:36,342 --> 00:05:41,602
So we got to get down to why they're there, understanding their motivation, understanding
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all of those four two elements, their current dissatisfaction, their future promise,
understanding those elements and really digging into the reason that they're there right
101
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now and let's solve their problem right now.
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00:05:53,813 --> 00:05:54,693
Absolutely.
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We've got to have the right mindset, right?
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00:05:57,416 --> 00:06:02,080
To really believe that this is a ready, willing and able buyer.
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00:06:02,080 --> 00:06:04,562
And when we do, magic happens.
106
00:06:04,562 --> 00:06:08,725
And all we have to do is just make it easy for them to say yes, right?
107
00:06:08,725 --> 00:06:09,836
That's right.
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00:06:10,526 --> 00:06:19,671
Well, listen, I am super excited to share with our audience today an interview that I did
with Justin Dornbos.
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He is an enterprise executive or account executive with BombBomb regarding video
messaging.
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00:06:26,194 --> 00:06:30,177
It's something that I was super excited to talk to him about.
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00:06:30,277 --> 00:06:39,832
Justin has helped individuals and companies to really rehumanize their business
communication in all parts of the organization.
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00:06:39,832 --> 00:06:43,144
from marketing and sales and customer success.
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00:06:43,144 --> 00:06:55,252
And in this interview that I did with Justin, Justin shares some ways that we can really
use video to enhance the customer experience and really shorten the buying cycle.
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00:06:55,493 --> 00:06:57,885
Because we were talking about the holidays, right?
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00:06:57,885 --> 00:07:06,621
And it's something a buyer says to quite frankly, or can derail the sale and extend the
buying cycle if they want to wait till after the holidays.
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00:07:06,621 --> 00:07:08,472
So he gives some tips.
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00:07:08,472 --> 00:07:10,763
to help shorten that buying cycle.
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00:07:10,804 --> 00:07:17,449
And Rache, I know that this is a topic that is something that you feel pretty passionate
about too, yes?
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00:07:17,449 --> 00:07:27,296
Absolutely, because again, going back to why they're standing in front of you right now,
if it takes a couple of visits or they decide to go think about it or something like that,
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how do we stay in front of them?
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00:07:29,197 --> 00:07:36,386
How do we keep engaging with them in a way that is meaningful and gets them to come back
to us?
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00:07:36,386 --> 00:07:46,257
And I think that's where video really comes into play is it can be a really helpful tool
to get our faces and our excitement in front of them in a really positive way.
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Absolutely.
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00:07:47,360 --> 00:07:50,133
Well, he's got some great advice for our audience today.
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00:07:50,133 --> 00:07:52,505
So let's give a watch and listen.
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Well, hello everyone.
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00:07:57,721 --> 00:08:03,115
Hey, thank you so much for joining us on Builder 365 podcast.
128
00:08:03,176 --> 00:08:05,808
Super excited to be here with Justin.
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00:08:05,808 --> 00:08:10,943
Justin, thank you so much for agreeing to be a part of this conversation.
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00:08:10,943 --> 00:08:12,293
We are so lucky to have you.
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00:08:12,293 --> 00:08:13,855
Hey, thank you for having me.
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It's always good to hang out with your team.
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So you guys are all good people.
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00:08:17,208 --> 00:08:18,149
Well, thank you.
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00:08:18,149 --> 00:08:24,300
Well, listen, I obviously I am familiar with with who you are and what you do, but
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00:08:24,300 --> 00:08:35,876
You know, and I'm sure many of our listeners are familiar with BombBomb, but just in case,
by chance for someone out there who is like, who, what?
137
00:08:35,876 --> 00:08:43,240
Can you give us a little bit of the inside scoop on who and what BombBomb is and what you
do so well?
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00:08:43,240 --> 00:08:43,820
Certainly.
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00:08:43,820 --> 00:08:44,321
Yeah.
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00:08:44,321 --> 00:08:54,376
To put it simple, I always say it's relationships 101, but really what we do at the core
of it is help build a better customer experience and help accelerate the sales cycle
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using simple video messaging, whether that's video email, texting, or even social media as
well too.
142
00:09:02,048 --> 00:09:04,329
So yeah, hopefully that helps.
143
00:09:04,349 --> 00:09:11,231
Well, yeah, listen, I'm sure you captured a lot of people's attention when you said
accelerating the sales cycle.
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00:09:11,231 --> 00:09:15,172
So I'm sure you captured a lot of guests right then and there.
145
00:09:15,312 --> 00:09:19,793
Hey, listen, when it comes to video messaging, let's dive into that a little bit deeper.
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00:09:19,793 --> 00:09:22,894
What are some of the most successful ways
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00:09:22,894 --> 00:09:28,694
that you're seeing some of your builder partners use what BombBomb provides.
148
00:09:28,694 --> 00:09:35,474
Yeah, you know, out of the almost 10 years I've been doing this now, we've actually
created a video playbook.
149
00:09:35,554 --> 00:09:39,504
You know, it's like the 10 best videos, the moments that matter, we call it.
150
00:09:39,504 --> 00:09:42,454
But I always like to start people with three.
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00:09:42,454 --> 00:09:44,974
And so I'll kind of give you, you know, the teasers.
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00:09:44,974 --> 00:09:46,144
Yeah, you can have the 10.
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00:09:46,144 --> 00:09:46,634
Let me know.
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00:09:46,634 --> 00:09:47,724
I'm happy to send it up.
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00:09:47,724 --> 00:09:53,006
But the three is what we call pre, post and ghost.
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00:09:53,006 --> 00:10:04,586
So what does that mean right pre post and go so pre is a pre appointment video to
introduce yourself before an appointment and I always say I started getting I should say I
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started nerdy now about this when my wife and I built our first home when I started with
bomb-bomb and Me as a salesperson I didn't know really what to expect and I you know
158
00:10:15,366 --> 00:10:20,422
walked into a model home and there was two if not three, know sales reps there and
159
00:10:20,438 --> 00:10:26,530
I was almost kind of confused at the time too, is like me as a salesperson is like, who's
getting commission if I get this house?
160
00:10:26,530 --> 00:10:32,461
Or, I always also say, know, nobody wakes up and says, I can't wait to talk to a
salesperson.
161
00:10:33,042 --> 00:10:41,804
But if I get a video from the person who I'm meeting before I've met them, there's that
customer experience, right?
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00:10:41,944 --> 00:10:46,325
And there's a much better relationship right out of the gate.
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00:10:46,325 --> 00:10:49,300
I know exactly who I'm going to be talking to.
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00:10:49,300 --> 00:10:54,573
right when I walked into that model home and I know exactly how they act, right?
165
00:10:55,374 --> 00:11:05,601
I don't mean to keep going into the weeds about this, but we wrote this in a whole number
one bestseller that we do and the psychology of it is it's hard to say no to a person's
166
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face, right?
167
00:11:07,663 --> 00:11:16,679
And so, if you're a video scene that somebody's excited to see me and meet me, it's hard
for me to ignore and ditch out on that meeting.
168
00:11:16,679 --> 00:11:18,670
And so this is where we see builders
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00:11:18,670 --> 00:11:21,463
you know, getting more meetings held, right?
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00:11:21,463 --> 00:11:22,775
When they're sending out those videos.
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So pause there.
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Does that make sense?
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Yeah, absolutely.
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Listen, it is intimidating to walk through a door and not know who's on the other side.
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00:11:30,854 --> 00:11:34,568
And am I going to be able to like them or trust them?
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00:11:34,629 --> 00:11:38,584
And so that takes a lot of the guesswork and fear work out of the equation.
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00:11:38,584 --> 00:11:39,190
So.
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00:11:39,190 --> 00:11:43,043
I absolutely, it's something we trade on too.
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We sing your praises because we know it's just so important.
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00:11:46,285 --> 00:11:48,137
We like to say it's being coffee worthy.
181
00:11:48,137 --> 00:11:52,710
Being coffee worthy even before they walk in through the door.
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00:11:52,710 --> 00:11:54,001
Bingo.
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00:11:54,001 --> 00:11:55,732
Gives the team a huge advantage, right?
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00:11:55,732 --> 00:11:57,103
Yep, exactly.
185
00:11:57,103 --> 00:12:00,316
Now you're showing them you're coffee worthy before they've ever even met you.
186
00:12:00,316 --> 00:12:01,217
Yeah, yeah.
187
00:12:01,217 --> 00:12:01,927
Love that.
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00:12:01,927 --> 00:12:02,907
All right.
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00:12:02,928 --> 00:12:06,072
I'll kind of keep going with it too and feel free to cut me off and...
190
00:12:06,072 --> 00:12:08,993
But post is that post appointment.
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00:12:08,993 --> 00:12:17,006
they walked out, depending on that community, you know that they can walk 20 steps down
the sidewalk and maybe walk into a competitor's home.
192
00:12:17,006 --> 00:12:21,688
And I would say, what are they sending them after that appointment or that walk-in, right?
193
00:12:21,688 --> 00:12:27,391
And so if it's just some plain text email that looks and feels like a robot sent it, it's
very impersonal.
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00:12:27,391 --> 00:12:31,052
And we learn to just swipe and delete that junk.
195
00:12:31,052 --> 00:12:36,084
But this is where Jeff also talks about keep that emotional altitude going.
196
00:12:36,318 --> 00:12:46,341
Send them a video as to why they loved the community or they loved the floor plan and
talking about their future promise that kind of stuff So that's where these videos work
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really well and in personal videos You can also do them in pre-recorded, know record it
once and send it out great meeting you that kind of stuff too so pre post and then ghost
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is That last third one too.
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And you know all of us as salespeople we have been ghosted right speaking of this we are
on Halloween and
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Yes.
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It's the only time we like to talk about ghosting, right?
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Yeah.
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But again, the psychology is it's hard to say no to a person's face.
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And this is where we see more replies back to emails when you're putting up personal
video.
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Like if I asked you a question and you can see me looking at you and asking you something,
it's hard for me as a person and psychologically to ignore that.
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So pre, post, and ghost.
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Listen, I love that.
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For those of you, you're thinking about, you know, keeping that emotional altitude high,
you know, what is that all about?
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know, Jeff likes to describe it as the level of positive emotional connection a home buyer
has towards us and our offering.
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And sadly, right, the minute they leave us, the buyer starts to forget about us.
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And then why?
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Life gets in the way, right?
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And so yeah, video is so, so very important and, and you're, you're post to avoid the
ghost.
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I love the idea about video because it's, something that a home buyer can go back to,
right?
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Time and time again, and watch those videos.
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you know,
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Well, there you go too.
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Even like the weekly updates, right?
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Or backlogs, you know, it's a great way to use our mobile app as well too.
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And that's part of, you know, the top 10 ways.
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And, you know, Jeff says this all the time, you know, if a picture is worth a thousand
words, how many words is a video worth?
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To put, you know, emotion into it instead of just sending a picture of, know, your
countertops were installed.
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Like you can hear somebody saying, look how gorgeous this looks, how cool.
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This is the most emotional purchase of this person's lifetime.
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You got to put that emotion into it, too.
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Right.
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Yeah.
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Look, I'm not a Nobel Prize winning psychologist, but Daniel Kahneman says that 90 percent
of our our decisions are made emotionally.
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Right.
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And only 10 percent logically.
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So video helps to build that that emotion or to sustain that emotional connection.
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We.
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Yeah, which is absolutely awesome.
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You know, we talked to you talked a little bit about the psychology of it.
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And do you think it's kind of like reciprocity, like a video?
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Like if I do this for you, then you're going to do something for me.
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So if I do this video for you and it's seen as unexpected, because let's face it, not
everyone is embracing this technology.
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Right.
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And so it's unexpected, it's providing value, and then hopefully it's personalized.
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And so because of that, I'm going to show up to the appointment.
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I'm probably not going to be as snarky to you because hopefully my walls will be down as a
buyer.
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I mean, do you think that's the case?
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Absolutely, 100%.
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And to even piggyback and go further,
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You can take that reciprocity and you can use that for referrals.
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This is something that we preach as well too.
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The customers that you've had that have closed, send them out a video saying congrats on
one month, one year, whatever it may be.
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If Brian Baffini is, by the way, if you know anybody looking to build a home as well too,
hey, send them my way.
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Asking for a referral, I feel as if the home builders,
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take advantage of asking for referrals like real estate agents do.
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I feel like that's a huge thing to do with video as well.
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Huge opportunity.
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again, it brings it perhaps back to that moment of, yeah, I remember him.
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I liked him.
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I trusted him.
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We had such a great experience.
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And yeah, and ask for that referral.
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Yeah, that's great.
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there any other ways besides the pre, the post and avoiding the ghost to use video?
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Are there any other ways that or are there ways to ensure that if I take the time to do a
video for my leads that I'm going to really be able to engage them?
261
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So any points as far as that goes?
262
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You know, one of the questions that I always get asked to out of the 10 years is, know,
how do I know my team is going to use this?
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Right, and there's a number of things that go into that.
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Number one is lead by example, right?
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If you're a leader in this space, sending out videos to congratulate your team.
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Encourage them, keep company culture alive, that kind of stuff.
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But one of the things that we do with other builders as well too, is we find those little
moments that matter within their CRM and their sales cycle.
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where these reps can then just shoot one video and one video, that's it.
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And it'd be sent out automatically every time, like a pre-appointment, a post-appointment.
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The ghost is a little ad hoc because you wanna obviously insert that in when you are
getting ghosted.
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And forgive me if that wasn't the question, but that is how can we ensure that these
people are doing this?
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Well, even beyond that too, one of the cool things,
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I can't share my screen right now too, but one of the nice things that marketing falls in
love with was you can actually share assets in BombBomb within deploying.
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What I mean by that is deploying videos that say the marketing team has made that then the
sales reps can use within their outlook, Gmail, Lasso, CRM, whatever it may be, and that
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they can then as a sales rep get those analytics back.
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So say it's like a
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a brand new community that opened up.
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It's a beautiful marketing video.
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The sales rep didn't create it, but marketing shared it with the entire team.
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I have access to that and I can send that out to prospects too.
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Now I went kind of down on the rabbit trail there too, but this is my brain, a nerd out to
the- No, listen, that is so brilliant, right?
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To maximize those opportunities.
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I mean, one of the things that salespeople and sales leaders always worry about is traffic
generation.
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And so to be able to use this as another tool, like we don't have to reinvent the wheel.
285
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We don't always have to be creative.
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Sometimes our marketing team does this wonderful marketing work and now we can share it to
increase leads and traffic and all of that.
287
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So that's fabulous.
288
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What do you think about using, have you heard any of your builder partners using this?
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know, video messaging as far as if I'm a sales leader for coaching, like coaching
opportunities.
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I'll call out, you one of your all good partner, JC Christie, he does such a good job at
this too.
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He makes the, you know, their team send videos to him on objection handling, right?
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And basically, you know, coaching them back and forth on, you know, what happens when they
say this, what happens when they say this, how would you counteract with that?
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a number of different ways too.
294
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I work, and this is outside of the industry too, but we also have a screen recording
feature that I work with Farmer's Insurance on a corporate level.
295
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Their sales trainers use the screen recording feature on how to teach them going into
Salesforce and updating their CRM and stuff like that too.
296
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So it's just kind of endless possibilities when it comes down to it.
297
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I love it.
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Listen, you did mention the word objection.
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So I'm going to flip the script here a little bit and let's talk about objections because,
you know, I would imagine there's pushback from salespeople that, you know, I don't want
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to use video.
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So what are the biggest objections that you hear?
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Because not everybody is, you know, running with their arms open wide and wanting to
embrace video.
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So what are the biggest objections that you hear?
304
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Yeah, funny, Michelle, out of 10 years doing this, I've never heard anybody say something
like that.
305
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The thing that I always hear is, I don't like how I look on video or I don't like how I
sound on video.
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Well, I've got a shocker for you.
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The way you look and sound on video is the way you look and sound in real life.
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Yeah, it's just how it is.
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And quite frankly, they're going to see you anyways.
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And hear you, right?
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You might even want to give them a heads up of what you look and sound like, right?
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And so...
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It's just that mental, know, and quite frankly, you know, now the years 2024, gosh, it's
almost 25.
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We're so used to being on video calls at this point, that objection starts to dwindle down
too.
315
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But there are still people, of course, you know, like, I don't like the way, nobody likes
the way they look and sound on video.
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When they first heard themselves or saw themselves on video, like nobody likes that.
317
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But it doesn't matter to the prospect.
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The prospect is more blown away that you sent some personal video message to them that
that's more impactful than what you think of yourself.
319
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Right.
320
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That makes sense.
321
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For sure.
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You know, it's not about us.
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It is about the customer.
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And what is the best way that we can serve the customer, make it a great experience.
325
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Right.
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And really feel or start to build that connection.
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So well, let's just say
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You know, let's say I'm that salesperson.
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you know, it is, it's just a passing, you know, this is a new trend.
330
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It's going to pass or I don't like the way I look.
331
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I don't like the way I sound or so maybe, you know, all of those reasons and more that
I'm, pushing back on, you know, the, sales manager who wants to embrace this, this
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technology, or I feel like.
333
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Let's face it.
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A lot of times salespeople feel like, well, this is just another
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to do that you're adding to my long list of tasks that I have to accomplish every day.
336
00:23:26,132 --> 00:23:41,807
So if you were going to have a conversation with that, that sales professional and, you
know, maybe some, some helpful advice or a tip to maybe start, you know, small and, kind
337
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of build on the success.
338
00:23:43,547 --> 00:23:46,708
What, what sort of advice might you have for me?
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00:23:47,090 --> 00:23:55,624
Love that question the first thing that I would say and thank you for asking that the
first thing that I would say is To that person would you close more business if you could
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get face-to-face more often with more people?
341
00:23:59,056 --> 00:24:01,837
The answer is always yes Right.
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We're just helping you get there faster and build trust and rapport quicker now Even if
you're still hesitant to be on video whether it's your face whatever great use this screen
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recorder
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After you've had somebody walk through, some of our builder partners use our screen
recorder to walk through, know, lot lines, right?
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The community plans.
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We even have builders that go through, you know, the floor plans, but even a Matterport
experience and talk them through it, which is so cool and such a better experience too,
347
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because this is the shocker for me, is that again, this is, it's almost 2025 and most
sales reps, because most builders use Outlook, right?
348
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And so I always ask the question, because I know the answer is, does your team get live
notifications when their emails are opened in real time?
349
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And no, they don't.
350
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And so even when they plug in just our Outlook integration, they get live notifications
even if they send a plain text email.
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And so even if you're sending a video too, great.
352
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You now know exactly who's engaging in your stuff and your content.
353
00:25:07,304 --> 00:25:09,984
And that gives you such a great
354
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opportunity to pick up the phone and call those people, right?
355
00:25:13,896 --> 00:25:17,478
And know who's a hot lead, who's engaged, who's not.
356
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I love that.
357
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That's incredible.
358
00:25:20,630 --> 00:25:30,785
You know, one of the biggest things I think that frustrates salespeople the most is, you
know, I take the time, I take the effort to do my follow up, and then I don't get the
359
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results.
360
00:25:31,906 --> 00:25:35,508
And so it's so frustrating to them.
361
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So a way to track what's working, what's not.
362
00:25:39,910 --> 00:25:54,492
But I have to say, every time we do training and, you know, a lot of our clients use
BombBomb, of course, and we do video training, everyone is always the first time so
363
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surprised just how they get that instantaneous response.
364
00:25:59,527 --> 00:26:00,487
Right.
365
00:26:00,688 --> 00:26:04,150
And we call that the aha moment, right?
366
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That just wakes them up and like, okay, there's something to this.
367
00:26:08,234 --> 00:26:09,044
Yeah.
368
00:26:09,046 --> 00:26:09,667
Yeah.
369
00:26:09,667 --> 00:26:17,272
So Justin, last question and thank you for gracing us with your time.
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What's the downside or what's the danger for the sales people or sales teams or builders
out there who don't want to embrace this technology or are really slow to embrace this
371
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technology?
372
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One, response rates, right?
373
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Two, I mean,
374
00:26:36,974 --> 00:26:39,906
The biggest thing too is the tracking and the analytics of it.
375
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Like don't you want to know?
376
00:26:41,818 --> 00:26:50,754
You know say I had some couple come into the community I thought for sure they're gonna
get lot number seven with the monarch floor plan But they don't write me call me text me
377
00:26:50,754 --> 00:26:56,708
back for three weeks, but today They're opening that email and clicking on that floor
plan.
378
00:26:56,708 --> 00:27:00,411
Wouldn't you like to know that all things video aside?
379
00:27:00,411 --> 00:27:05,454
These are things that we can help you have insight to like it's crazy
380
00:27:05,804 --> 00:27:09,087
Me as a salesperson, I need to know when people are engaged in my stuff.
381
00:27:09,087 --> 00:27:14,982
And I love getting messages from people that I've talked to a year or two, years ago
before, something like that.
382
00:27:14,982 --> 00:27:20,907
And we teach this in training too, is when you see something like that, yes, you do pick
up the phone.
383
00:27:20,967 --> 00:27:23,249
You don't act like it's an accident.
384
00:27:23,249 --> 00:27:24,951
You be transparent about it.
385
00:27:24,951 --> 00:27:25,211
Yeah.
386
00:27:25,211 --> 00:27:28,143
I got a notification that you were checking out that floor plan.
387
00:27:28,143 --> 00:27:31,816
So I thought it'd be a perfect time to give you a call and see if you had any questions.
388
00:27:31,877 --> 00:27:32,187
Right?
389
00:27:32,187 --> 00:27:33,558
Absolutely.
390
00:27:34,246 --> 00:27:40,851
Really, where I was coming down to that is that the tracking and the analytics is what's
going to help you close more deals.
391
00:27:40,851 --> 00:27:41,471
Yeah.
392
00:27:41,471 --> 00:27:42,622
And that's what it's all about.
393
00:27:42,622 --> 00:27:45,524
Making more people happy homeowners, right?
394
00:27:45,524 --> 00:27:46,925
Getting them into the right home.
395
00:27:46,925 --> 00:27:47,816
Yep.
396
00:27:47,816 --> 00:27:56,422
Building that better customer experience, building a better relationship and trust with
them, which will ultimately lead to more referrals to you're winning on both ends.
397
00:27:56,422 --> 00:27:57,410
Yeah.
398
00:27:57,410 --> 00:28:01,033
Well, thank you, Justin, so much for your time.
399
00:28:01,295 --> 00:28:12,898
If someone was new coming into this podcast not knowing about BombBomb, they certainly do
now, and they certainly have some great insights on why they need to embrace video
400
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messaging now.
401
00:28:15,090 --> 00:28:16,011
I appreciate you.
402
00:28:16,011 --> 00:28:17,353
Thank you for having me, Michelle.
403
00:28:17,353 --> 00:28:18,764
Thanks, Justin.
404
00:28:23,398 --> 00:28:30,080
After watching the interview, has your opinion on video messaging changed in any way?
405
00:28:30,160 --> 00:28:31,381
Not at all.
406
00:28:31,381 --> 00:28:33,261
Justin is always so on point.
407
00:28:33,261 --> 00:28:38,002
Of course, he works for Bomb Bomb, so it's kind of his gig to be doing videos.
408
00:28:38,083 --> 00:28:42,524
But I think the message for us is to not be afraid of it.
409
00:28:42,524 --> 00:28:44,414
I loved what he said about...
410
00:28:44,414 --> 00:28:49,806
or both of you were saying that when we send a customer a video...
411
00:28:50,048 --> 00:28:52,730
We shouldn't be worried about how we look or sound.
412
00:28:52,730 --> 00:28:54,102
That's just who we are.
413
00:28:54,102 --> 00:28:57,905
What we should be more concerned about is the content that we're delivering.
414
00:28:57,905 --> 00:28:59,567
It's about the customer.
415
00:28:59,567 --> 00:29:01,709
It's for the customer.
416
00:29:01,709 --> 00:29:05,392
So we kind of have to get over ourselves a little bit and just dive into it.
417
00:29:05,392 --> 00:29:06,803
Yeah, absolutely.
418
00:29:06,803 --> 00:29:08,235
It's not about us.
419
00:29:08,235 --> 00:29:12,178
It's about the customer and the customer experience.
420
00:29:12,259 --> 00:29:16,224
And just to re-engage them, re-energize them.
421
00:29:16,224 --> 00:29:22,035
In a sea of sameness, video messaging is certainly a way to stand out, right?
422
00:29:22,156 --> 00:29:23,616
Absolutely.
423
00:29:23,756 --> 00:29:27,374
I would be using video as often as I possibly could.
424
00:29:27,374 --> 00:29:34,999
I mean, even when the taillights are heading out and the customer is leaving your
community and maybe they didn't buy today, I would be on that phone.
425
00:29:34,999 --> 00:29:41,367
You just grab it up and you just turn it around and say, hey, thank you so much for the
video, for the, thank you so much for the visit today.
426
00:29:41,367 --> 00:29:43,111
I really enjoyed our conversation.
427
00:29:43,111 --> 00:29:45,922
I'm looking forward to continuing our conversation.
428
00:29:46,302 --> 00:29:53,897
and putting your face and your excitement in front of them because what happens when they
leave Michelle when when the buyer leaves your community?
429
00:29:53,897 --> 00:29:55,708
What's the first thing that happens?
430
00:29:55,708 --> 00:29:58,600
Well, they start to forget us sadly, right?
431
00:29:58,600 --> 00:30:09,897
They're their emotional connection to us and our offering quickly diminishes and this is
just such a great way to to keep them from a friend of mine
432
00:30:10,796 --> 00:30:12,567
It's the, what's the purpose of follow up?
433
00:30:12,567 --> 00:30:19,212
The whole purpose of follow up is to keep that emotional altitude high, that engagement
high.
434
00:30:19,212 --> 00:30:21,749
And again, video is one of the best ways to do that.
435
00:30:21,749 --> 00:30:26,197
I think Justin made a really good point about it's kind of hard to say no to your face.
436
00:30:26,197 --> 00:30:29,859
And if you're putting your face in front of them and say, Hey, here I am.
437
00:30:29,859 --> 00:30:31,230
I'm so excited for you.
438
00:30:31,230 --> 00:30:32,661
Come back and see me.
439
00:30:32,661 --> 00:30:34,032
I've got this wonderful lot.
440
00:30:34,032 --> 00:30:35,593
I've got this wonderful home site.
441
00:30:35,593 --> 00:30:37,204
I've got this wonderful home for you.
442
00:30:37,204 --> 00:30:40,716
And I'm just, I'm so excited about the potential here for you.
443
00:30:40,814 --> 00:30:42,674
Imagine doing that with your customers.
444
00:30:42,674 --> 00:30:47,664
They're going to have a really hard time going, yeah, I don't like that guy or I don't
like that girl.
445
00:30:47,664 --> 00:30:49,284
You know, they're just not for me.
446
00:30:49,284 --> 00:30:51,734
They're going to have a hard time saying no.
447
00:30:51,754 --> 00:31:00,774
Well, and then how great would it be to get a video or to send the video and have them get
that video when you're when they're shopping your competition?
448
00:31:00,774 --> 00:31:07,234
And we certainly know that if no one else is doing it, who's the rock star?
449
00:31:07,234 --> 00:31:09,574
You're the rock star, right?
450
00:31:10,471 --> 00:31:11,131
absolutely.
451
00:31:11,131 --> 00:31:13,173
Well, I saw a Ted Talk one time.
452
00:31:13,173 --> 00:31:16,335
Gosh, I really wished I could remember who it was.
453
00:31:16,395 --> 00:31:23,881
But she talked about in this Ted Talk along the lines of, again, we should be making
videos for our customers, not for ourselves.
454
00:31:23,881 --> 00:31:34,110
And she talked about how the person that's receiving your video doesn't care if you've got
a hair out of place or you've got some funky things going on.
455
00:31:34,110 --> 00:31:36,131
What they care about is the message.
456
00:31:36,131 --> 00:31:39,758
And so I think as long as we keep our videos quick,
457
00:31:39,758 --> 00:31:47,158
and easy and relevant to our buyer, we're going to win all day long.
458
00:31:47,158 --> 00:31:48,268
I totally believe that.
459
00:31:48,268 --> 00:31:55,498
And I wish more people would dive into the land of video because I think it could open up
so many doors for our self counselors.
460
00:31:55,717 --> 00:31:56,998
Yeah, absolutely.
461
00:31:56,998 --> 00:31:58,698
Well, there you have it, my friends.
462
00:31:58,698 --> 00:32:07,806
mean, another great way, follow up, especially video follow up is a great way to shorten
that buying cycle.
463
00:32:07,830 --> 00:32:12,513
Alright, thank you all for joining us for another episode of Builder 365.
464
00:32:12,513 --> 00:32:16,136
For Rachae Penley, I'm Michelle Bendine.
465
00:32:16,136 --> 00:32:20,378
Thanks again and until next time, go change some worlds.
