When you enroll a new client or customer do you go all in? Or, do you do the bare minimum required to keep the client happy? SPOILER ALERT: You should be going ALL IN!
Ross Sapir, the owner of Roadway Moving, says that moving should be an experience people look forward to. In New York, that wasn’t the case before Roadway Moving. When Ross worked for other moving companies, all he saw was unhappiness. Every aspect of moving was miserable; the movers hated their jobs, the customers always complained, and the vendors couldn’t wait to escape. Ross knew there had to be a better way!
Roadway Moving was born with two philosophies in mind (and Ross refuses to compromise on either one). 1) Put my employees first. Movers are often underpaid and undervalued. Ross reasoned that if he gave them everything they needed to be happy, they would be better at their jobs. Happy movers are the competitive edge of Roadway Moving. 2) Turn moving, something universally hated, into an experience where people were actually excited about. Ross wanted them to embrace the idea of a new home and a new life.
To do these two things, Ross had to think differently about business: more heart, less brain. That’s why I always make sure to take care of my customers and my employees.
Here are a few key secrets we talked about in this episode:
- Michelle introduces Ross Sapir.
- Ross shares how all throughout his career, he’s heard so many NO’s!
- When Ross decided that he NO longer wanted to be with his previous company, he offered his stake in the company to others, and they said NO!
- He was part of a lawsuit to sever his ties.
- Ross chose to be “less right” so that he could follow what was right for him. When he was able to accept not being “right,” he could move on.
- When you’re in a bad situation, it helps to take a look at the whole thing, and remember that it’s only a temporary moment; it’s not the end of the story.
- “Time is the most valuable thing we have.” ~ Ross Sapir
- When Ross started his own business, he found himself making hundreds of cold calls, and never getting a call back.
- The key to being successful with a team is to lead by example. If you’re going to ask them to make cold calls, make more than they do!
- Ross went from people never calling him back to having Meryl Streep call him to hire his company for her move!
- Perseverance is key, as well as having a determined mindset.
- When Ross went to get a loan from the bank, so many of the banks said NO!
- The one who said YES was the one who believed in him because Ross sold himself well.
- Sales becomes something you go into auto-pilot and just do: you don’t think about it; you just do it.
- Focus on adding value to the marketplace, not on just making a sale.
- Show people that you care about the solution to their problems.
- “Money doesn’t make you feel fulfilled or happy…it will make you feel good for about 20 minutes.” ~ Ross Sapir
- How did Ross go from no one returning his calls to having celebrities come to him? It was all about his reputation!
- Choose integrity, and always give 100%, and you will reap the results.
- 20% of people bring in 80% of the profits: those people are the ones who are giving 100%.
- Ross shares what he would tell his younger self.
Connect with Ross Sapir:
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