Lou Diamond interview - understanding a new generation of customers
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How do we effectively sell when customers today can so easily buy? How do we transcend the pervasive dynamic of simple transactions, when we aspire to truly connect and build relationships with our customers and clients? Well, on today's episode, I'm speaking with master connector Lou Diamond, CEO of thrive. We're going to talk about how sales teams and entrepreneurs and all of us in business can better understand a new generation of customers and what it takes to truly connect with them. The world has changed, we have changed, and Lou Diamond is going to help our businesses thrive today, tomorrow, and in the years to come.
David Avrin: and welcome once again to the customer experience advantage podcast I, of course, am David Avrin.
David Avrin: And I always appreciate you tuning in I have great conversations with great leaders, if you want to watch the video version of this and see oh cool my hair looks today.
David Avrin: It is, of course, on on YouTube and it's on my podcasts on my website at David Avrin calm today we're talking to Lou diamond lose a great friend.
David Avrin: And what I really admire about him he's got very, very popular podcast many of you have listened to the left the thrive loud podcast.
David Avrin: But Lu really gets it works with with major organization sales teams and others on.
David Avrin: How to truly connect you know we for so long, it was this business card exchange and we think we're networking and there's a big difference between the two so before we introduce them, let me give you the formal introductions so.
David Avrin: You understand who he really is Lou diamond is a highly sought after speaker connector and performance mentor and podcaster he's the author of the international bestseller master the art of connecting.
David Avrin: And CEO of thrive he's made his life's work to help businesses leaders and brands thrive through the power of connecting his innovative connecting tactics have helped hundreds of companies across the globe is across the globe, or is that around the globe and across the country.
Lou Diamond: that's a good point.
David Avrin: I think you're missing the boat what we'll.
David Avrin: Do that later on he's helped them explode their sales for sounds violence retain their clients and build a thriving culture.
David Avrin: is boundless energy and motivation is inspired audiences to feel they can conquer the world make tons of great new connections and money doing that he's got a brand new book coming out called speak easy connect with every conversation Lou diamond welcome to the show.
Lou Diamond: David truly an honor to be here and I think you're right, I think it is around the world on across the globe.
David Avrin: around the country around the world or around the globe.
Lou Diamond: I always had trouble with my prepositions I really did.
David Avrin: You know what yeah it's a whole other conversation will will correct each other later, so you and I actually connected through this master connecting we were at a conference together.
David Avrin: And just struck up a conversation from different tables within a restaurant, by the end of the meal, I had pulled my chair up to your table with yourself and your lovely wife.
David Avrin: talk to us about that difference there's a lot of talk about how to read every hurry connecting and, of course.
David Avrin: That changed during coven and how do we do it virtually sales teams really sales professionals really struggled to try and do it through cyclops right the webcam and others let's go back to sort of the basic terminology, what is it and what is it not.
Lou Diamond: I like to think that there are things everybody tries to do there are actions you can take to try to bring in new sales get your message and your marketing out.
Lou Diamond: Make get your communication out to whoever you're trying to.
Lou Diamond: Speak or proselytize or whatever the word is, but when it comes to connecting it took me a long time to figure this out it's not what you need to do.
Lou Diamond: it's actually how you need to be, and there are ways that you actually have to focus on acting yourself a certain muscles inside of you that I actually call your connecting core.
Lou Diamond: And it's working on those muscles that help you become a better connector.
Lou Diamond: Whether you're doing it individually, like you, and I did personally in a social situation, trying to connect with another human being.
Lou Diamond: Whether you're an organization trying to connect your message and your brand to your customers, maybe when you're a leader in the way that you need to better connect with your people.
Lou Diamond: It actually is the way you need to be, and there are things you can do, before, during and after you connect with someone or begin to position yourself to connect the ways you actually Act and the way the things you need to do from how you actually are.
Lou Diamond: A little vague.
David Avrin: But it isn't but we're going to drill down we're gonna drill down and make it less vague.
David Avrin: I.
David Avrin: think most people think they're good at this.
David Avrin: i'm and when it comes to to presentations books and others in the teaching that you do isn't there also a danger, I mean, how do you handle this dichotomy between overthinking intentionality in our communication with the admonition that we need to be natural and authentic.
Lou Diamond: it's it's the toughest balance of all, which is actually why, when the first time I put the book together, I called it, the art of connecting because there is no exact.
Lou Diamond: Science to how you go about and connect with other individuals, the things you can control, though our understanding these different muscles that you have and let's let's go through one of them, but let's just start off with when you and I first met and that'll help mirror this conversation.
Lou Diamond: We I wanted to learn from you, I wanted to understand who was this individual that I was connecting with how do we do that.
Lou Diamond: What do we usually do when we go to meet somebody why don't we like to do when we set you know connect with and what's, the first thing we probably want to do we want to learn, who, what, who someone is.
Lou Diamond: i'm asked me and.
David Avrin: I in my mind, and this is something that i'm probably one of those people that feels i'm good at this is that I look for things that we have in common.
Lou Diamond: Okay, and and I think the way that we figure out how we have things in common is that we really have to start off by just asking questions.
Lou Diamond: Right and and it's really interesting I was thinking about our conversation when we first met.
Lou Diamond: It all started with basic conversations just generally who you are where you come from, we were at a speaker conference we both speak, what do you speak about.
Lou Diamond: All of these questions do something they actually when when you're asked a question ever think about the reaction when someone asks you a question how how you feel when someone asks you a question, believe it or not, we actually feel good.
yeah.
David Avrin: That is hard to dislike somebody who we think likes us.
Lou Diamond: or more, notably that actually someone is caring and making us the Center of attention so often in this world that we live in, so we're just so focused on making ourselves the Center of attention.
Lou Diamond: So we're always talking at people or want to tell people everything that we have right, but not necessarily have we been asked permission to do so.
Lou Diamond: The art of connecting begins at asking great questions be asking and be listening, the two ways, you need to be that's how you start off you start off by putting yourself in a mode.
Lou Diamond: That actually wants to be curious, which is what be asking be listening is and curiosity is really what we want to do when we're connecting with people.
Lou Diamond: Too often, their organizations, they kind of shuffle off curiosity that we don't care so much about it, we think we know everything or maybe we assume certain things, or we want to learn things about people think about that, when somebody comes into a room and they haven't necessarily.
Lou Diamond: been open to asking questions so that they can learn about that other individual they just basically assume certain things you hate when people assume right.
Lou Diamond: Right, the reality is is that when we start off connecting with people, whether we're an individual one on one like you and I are.
Lou Diamond: Whether we're in a sales meeting and we're trying to actually learn about a potential client that we're dealing with.
Lou Diamond: Whether it's a marketing message we're trying to better understand the customers we're dealing with or what we want to learn from that customer experience, which I know you focus on so much.
Lou Diamond: The way we need to be as be asking and be listing as that initial piece, which is basically the power of empathy, which is one of the core muscles of our.
Lou Diamond: body, we have to work on being empathetic every single day, we want to make a connection with someone every single instance that we want to.
Lou Diamond: When we are not this way we actually push people away we don't realize it when we just start talking at somebody or we don't care about someone's interest or we're only focused on ourselves we're actually being selfish.
David Avrin: When we put but we don't think we're.
David Avrin: Here let's talk about sort of within a business context.
David Avrin: Because we have this brain full of information, we want to it's not that we're cavalier we don't care about them, we think what we have to say, is so important.
David Avrin: That they're going to be enthralled by this right, how do we balance in an authentic conversation because I really want to connect this to business.
David Avrin: yeah, how do we balance preparation, which is important, with being present in the moment, even when it comes to podcasts and you and I do a lot.
David Avrin: there's a lot of people that do so much preparation that they just have a list of questions and you answer they get to the next question and they're so consumed by the process that they're not present in the conversation, how do you balance preparation with presence.
Lou Diamond: Even if you've kind of stole my thunder.
David Avrin: know if i'm if i'm watching i'm watching you.
Lou Diamond: But here, it is here's here's the general idea.
Lou Diamond: Every single connection we have in our lives begins with a conversation.
Lou Diamond: And in that conversation the way conversations need to start, just like the one when you and I met was, we need to be asking questions be listening to what we hear.
Lou Diamond: And then be responsive to act from that particular instance, all the preparation, all the work you do beforehand is basically to prepare you to do your homework.
Lou Diamond: So that maybe you could be smart about a certain topic so that maybe you can understand the needs of what a customer might need.
Lou Diamond: What their interests are where their problems really are like at the end of the day, if you're in a customer service business if you're a consultant to.
Lou Diamond: Any any type of business where you're helping to partner and serve with your clients.
Lou Diamond: You may have the answers in your head and you might want to solve their problems that you might want to think that you have all the best systems.
Lou Diamond: Practices technologies that will end up helping another business, but the reality is until you understand and connect.
Lou Diamond: Through a great conversation with that potential client what their problem is where they need the most help be empathetic to step into their world to see things from their perspective.
Lou Diamond: Only then can you be able to possibly partner together and provide a solution and I use that term possibly.
Lou Diamond: Because if the reality that we think if we think that we could fix everybody's problems and we're the ones there, well, we might not want that person to fix our problem, we need to establish the connection.
Lou Diamond: That we can empathize and see things from their world so that world literally becomes part of our world that's actually what happens when we connect.
Lou Diamond: Is that we bring our worlds together she did worlds here not Globe or across the globe around the world will be creating those worlds together.
Lou Diamond: Because we see things from their perspective when we make their world part of our world, because then we're helping to solve our problem.
Lou Diamond: connection begins at that initial conversation by asking and listening.
Lou Diamond: to kick things off, so that we can then take all that preparation, we have.
Lou Diamond: But live in the moment, while we're doing it, which is not easy to do by the way, because we're so excited to talk about the problems and the technology and the solutions that we know are going to fix their problem.
Lou Diamond: We don't know if they're ready for us, yet we don't know if our solution might even be the best solution and, by the way, flip this around.
Lou Diamond: They might.
Lou Diamond: They might not be the best partner for us.
Lou Diamond: We might not make a connection there might be such disconnect with where our beliefs are and what problems we can solve and what we could do that might not be the right client for us.
Lou Diamond: This is where connecting is important planning all of that work you do beforehand only makes you smarter within your conversation.
Lou Diamond: So that your conversation can run fluidly naturally it is a balance you're 100% right but connecting begins at that conversation, and from a business perspective.
Lou Diamond: it's essential that we go into that empathetic mode to begin connecting not trying to sell or push things when we talk with people.
David Avrin: You know it's been said that businesses like high school right we do business with people we like.
David Avrin: We do business with people that we trust and for some people like you and I are both extroverts we're very comfortable in social situations, but there's a lot of people who aren't.
David Avrin: And so, for those I mean there are people who are really, really in need and open to your message and there's probably others that are a bit dismissive just because.
David Avrin: Listen i'm, this is what I do i'm schmoozer whether or not they're good at this or not.
David Avrin: How do we help those those who are listening, who are watching this right now, who say well it's easy for you to say because you do this or you're an extrovert for me it's a struggle for me it's painful for my wife is is in it she's a comfortable.
David Avrin: introvert she's comfortable in social situations.
David Avrin: But I thrive in those kinds of situations for those that don't, how do you coach your clients, how do you help your corporate clients and others.
David Avrin: To help people from overthinking so much, I mean I hear it, and I know i'm talking a lot here but, but this to me is really interesting.
David Avrin: I always ask people I said, do you ever get nervous when the phone rings and they say, what do you mean I said.
David Avrin: phone rings, do you like you don't I don't know what i'm going to say I don't know who it is know you kind of take the conversation as it goes, is you're thinking along those lines for people who struggle with this.
Lou Diamond: yeah everybody, we are we wouldn't be human if we didn't have fears in our in our lives and some of those fears, by the way, when it comes to.
Lou Diamond: connecting with others that ability to step up and introduce yourself, or even talk openly about or talk publicly.
Lou Diamond: about what you do those are fears that sometimes hold us back and make us feel uncomfortable.
Lou Diamond: In this world I know the whole world is trying to say live outside your comfort zone and all that stuff but i'll spend it in a the next ways, you need to be to be a great connector in life, we need to embrace being fearless and being agile and those that are naturally introverted.
Lou Diamond: Really it's a smaller conversation that you're worried about you know, having or making that connection with someone or feeling, you know I don't feel comfortable in that sense, but.
Lou Diamond: By asking those same questions and maybe taking a little bit of a risk taking a little bit of rest to say Okay, this is the issue, I have to face.
Lou Diamond: What a gift you get when you get to make a connection with someone you know someone who might actually connect and be exactly like you.
Lou Diamond: or it could be completely different, but we can learn from each other, that alone is the gift of every conversation that we can have the fears that people have.
Lou Diamond: The ability to adapt and adjust and be agile in the moment when you have to kind of change and move.
Lou Diamond: Those are the those are great connectors you don't have to be like David and Lou who stand on stages and feel comfortable talking to a tree if.
Lou Diamond: worst case scenario, because we can always have a conversation with anyone you don't have to be like that.
Lou Diamond: To be a master connector you can be an introverted type of person that's more socially focused The difference is that you're just stepping into that fear.
Lou Diamond: And kind of flipping it on its head, is what I love to say basically taking your fear and flipping it around you are 100% right David.
Lou Diamond: There are many people out there that the biggest fear they have is going over and introducing themselves to someone or giving that sales presentation and for a lot of reasons.
Lou Diamond: But you almost have to, I want to go back to this this thing and I learned this at the conference that we were at which is you know if you were to solve connecting.
Lou Diamond: With one problem, like, I want to, I want to understand like Lou talks about connected but what's that one word that he actually solves it was the.
Lou Diamond: It was AJ and rory Baden Baden then had this and someone brought it to my attention that when you are trying to connect.
Lou Diamond: What you actually are trying to do is to not be selfish and I hinted at this before, even if you're that introverted person and you've got some brilliance inside of you.
Lou Diamond: If you're not trying to connect with another individual you're keeping that to yourself.
Lou Diamond: The gift that the world has is that when we all connect together, whether we agree with things or not, is that we're coming together.
Lou Diamond: To come up with a new solution to solve a problem discuss a problem figure out a solution, maybe to work together, maybe make a sale, maybe make a relationship we keep all that to ourselves it's not being a little selfish the brilliance that we have.
David Avrin: where you can look at from a biblical perspective right they talk about don't hide your light under a bushel.
David Avrin: To say but but that can also translate into.
David Avrin: US pushing forth hours there's a great line that says.
David Avrin: When you talk, you only know what you know, but when you truly listen, not only do you know what you know, but now you know what they know and that knowledge gives you power, and it is a given take it's not just listening it's the given take isn't it.
Lou Diamond: it's the conversation.
Lou Diamond: And that's what and that's what we do we have that, so the gift in all connections happens in the conversation.
Lou Diamond: And, and while we are sometimes afraid to have that conversation to your point there's so much value in doing that.
Lou Diamond: And how much we gain I always find this really interesting when people are actually holding back and afraid to have a conversation because it might be uncomfortable or there might be a challenging matter.
Lou Diamond: My favorite one which will make this a business conversation is how many people do you know are afraid to talk about price or value.
Lou Diamond: it's one of the most most common thing is because we feel we're putting a value of ourselves.
Lou Diamond: In front out there and saying this is what it is, and if we don't get what that value is then we're devaluing ourselves that's actually what happens right.
Lou Diamond: The reality about prices and a lot of people you've probably seen this analogy of you know you take value and price with your hands and you put one forward.
Lou Diamond: If you put price forward and you put the price for it all, you see, is this big number out here, and the value is hidden behind it.
Lou Diamond: And you don't really all you see is the price, but when you flip this around and give all the value and put value forward and price behind it people see all the things they get and then the price is secondary.
Lou Diamond: That uncomfortable situation about price once you have the conversation you'd be surprised to learn how.
Lou Diamond: That what you not only you explain what your value is, you can have the talk of a where things are, and when you come together on that agreement of when you are working together.
Lou Diamond: you've made a connection on the value that you're going to deliver that usually will match up to the price and the service.
David Avrin: Because you actually are in this.
David Avrin: you're actually are helping somebody.
David Avrin: yeah right with the solution that you're providing or offering.
Lou Diamond: Right and and I think that what you just said is the whole thing what we get.
Lou Diamond: In the value about connecting is that we're helping the people that we're connecting with and, by the way, they're also helping ourselves we're actually be the currency that is in connection.
Lou Diamond: Is help that's something that's unbelievable is that we're actually helping one another that's the that's the value that ends up having it.
Lou Diamond: Whatever if it's a deliverable you're producing if it's a product that you're selling if it's a messenger speaking to if it's.
Lou Diamond: Like you, David trying to speak to an organization explain what you're going to deliver to that end client about your great customer experience or the mess lessons are going to learn.
Lou Diamond: you're helping them and and at the at the root of it all and connections help ends up being the currency and conversation is the exchange place where that takes place.
David Avrin: Is this something that people and I, and I know the answer, but I want you to explain why is this something that people can actually get better at.
David Avrin: Certainly they can get the tools.
David Avrin: But is a corresponding the more tools that we have as that rises, the more practice we get I would assume that the fear diminishes.
David Avrin: Even the people or fear about something when you get good at something you're not afraid to do people ask me all the time, do you get nervous for you go on stage and i'm like do you get nervous before you go to work.
David Avrin: exactly right my only question is is how much are they going to like me and how much are they going to laugh right because i've done this for over 20 years it's not arrogance it's comfort it's confidence.
Lou Diamond: repetition, you know practice practice practice right everyone always you know all the books, the outlier books that we are been out there that talk about you do something 10,000 times you know.
Lou Diamond: Sure just be.
Lou Diamond: That X the mastery of your skill.
Lou Diamond: You and I have been mastering our skills in conversations through our podcast programs.
Lou Diamond: and through the thousands of interview guys done, let alone the regular conversation i've had in business, having a conversation, to me, is part of doing business when I actually go on stage i'm actually having a conversation with the audience.
Lou Diamond: Exact So yes, practice is absolutely essential.
Lou Diamond: In in my new book, which is coming out September will do a plug section for this i'm sure at some point.
Lou Diamond: I talk about the ability to practice, some of the things you do in a conversation beforehand, and if someone says to me well wait a minute that isn't sounding really authentic I would never practice a conversation beforehand, I go I challenged that.
Lou Diamond: Or you know when you.
Lou Diamond: When you go to career centers or people applying for jobs, there are mock interviews all over the place right learning how you tell your story.
Lou Diamond: How you give your message, how you deliver your sales pitch I run sales training sessions with companies to help them better connect their message and practice, it.
Lou Diamond: So absolutely there's ways to rehearse it, I have this thing called mock tails ta Oh yes, which basically is helping you to practice the things that you.
Lou Diamond: know that you need to share in conversations most often maybe explaining the purpose of what you do at your job, or what your role is.
Lou Diamond: or exactly what your product is practicing this is almost essential, and in fact highly recommended to do with your peers at work.
Lou Diamond: In fact, one of my favorite things is you know we do it all the time and in zoom we do this, a lot it's the call before the call.
Lou Diamond: You know where people go on hey let's before we have that big sales meeting let's do a quick recap.
Lou Diamond: i'm a big fan of this and want to make sure that people have their certain roles it's like practicing a script and the line right we're running through.
Lou Diamond: Of the play of what that meeting could be like We do realize that the conversation will take a different turn and go different ways.
Lou Diamond: But having practiced certain things, and if we do enough rehearsals to know how we need to be and who we really are our connection conversations, or even better.
David Avrin: Well, I love that because i'm also sort of in the process right now coaching my kids we got five kids grown and gone, but they're all embarking on their careers right it's.
Lou Diamond: Like a impressive man, I know it is it's it's arduous it's it's a nightmare, but such a blessing.
David Avrin: But, but we were role playing some of these things, because we know and when you said, people say I don't practice oh my gosh.
David Avrin: It be when you walk out of an interview for something I mean many of us have been a while, since we've got an actual interview for a job.
David Avrin: You think Oh, I wish I would have said that, I wish you would have said that the third time is so much better than the first time, when we know we're about to have a challenging conversation in our romantic relationship.
David Avrin: With do we play that conversation in our brain.
David Avrin: How much do we walk away.
David Avrin: From an argument or or some kind of conflict when I wish I would have said this or oh God wishes and.
David Avrin: that's where practice comes in, then you can be present, but let me give you one more great example, and I do want to talk about your new book speakeasy connect with every conversation.
David Avrin: I think that's also important in what we're doing here right right now there's a lot of great podcasts out there, but a lot of them that you know it sounds it's the delicious dish on national public radio.
Lou Diamond: that's really good voice man, we gotta get you more video or.
David Avrin: Well, it, but I, I think I made a decision and i've been on yours as well, is that let's have a great conversation and let's invite other people to to listen in.
David Avrin: Right when there's so much preparation when there's so much trying to be perfect, I think the greatest conversations, whether it's on the tonight show or any of the other talk shows.
David Avrin: Are ones where there's we know we're going to talk about but let's see where it goes and we're really listening to the the.
David Avrin: What the other person i'm completely present I don't there's other things going on, we got a new kitten i've got another podcast to do later on today i'm having lunch with a friend who I don't care about any of that I am here in the moment.
David Avrin: And I think.
David Avrin: modeling that in our actual conversations with clients with coworkers with prospects, I think, can go so far talk to me about your philosophy on that and what you address in the new book speakeasy connect with every conversation.
Lou Diamond: So I think you address something that's so important.
Lou Diamond: conversations are incredible content, there are pieces of content we watch a lot of conversations to your point late night TV podcasts that we listened to.
Lou Diamond: Even conversations that we're not privy to or whatever it is, if we happen to be in a room conversations are kind of attractive content to us.
Lou Diamond: they're engaging there's a lot of questions going on there's all different types of emotions and information being passed it's it's.
Lou Diamond: it's like an own little show within a show when you think about a conversation and we love conversations, by the way we need conversations in our lives if there's one thing.
Lou Diamond: That the pandemic showed us was that we took for granted the ability that we can have a casual conversation with a work colleague in their office just by passing by when we were kept remotely.
Lou Diamond: And the virtual medium enabled us to have these conversations that we really, really needed to survive our body actually craves this type of human connection.
Lou Diamond: begins with these conversations.
Lou Diamond: What I realized when I wrote master the art of connecting I tapped into all the skills and how you need to be great connector.
Lou Diamond: But I Double Click down on the most important piece, which is that, as I mentioned earlier, that every single conversation that we have a great connection begins at that great conversation.
Lou Diamond: And we all know that not every conversation we are live connects with someone sometimes they're fleeting sometimes it passing.
Lou Diamond: And I thought about this and said, but what if it did what if every conversation you had led to a great conversation.
Lou Diamond: What if that conversation with anyone that we get, how do you have the ability to not only connect but engage and potentially as an in business when.
Lou Diamond: In that conversation, what if we knew the playbook that begins in a certain way, that we need to be the preparation, the execution the follow through.
Lou Diamond: The timeliness of it, the frequency of it, what if we knew all of these little tips within it, a game plan that enabled us to make every conversation exciting.
Lou Diamond: You mentioned podcasts and and TV interviews and all of that well we if they are sexy and their content and we love it and there's lots of great lessons from those interviews and those conversation lists.
Lou Diamond: That i've been privy to throughout my career and help to conduct and realize that there wasn't game plan for this.
Lou Diamond: that's what I did I put together the playbook in speakeasy and the name is intentional one I have an easy way of going about myself.
Lou Diamond: So I tend to speak easy all the time into the hundred year old hidden little place I want everyone to come in to this cool little speakeasy with the secret knock and learn about all the different ways from Internet Otto that you can actually learn how to make every conversation connect.
David Avrin: One of the things that I have found in the conversations that ultimately do not end in a sale do not end in a successful transaction or sometimes the most meaningful.
David Avrin: Educational I have a new venture that i'm launching I talked to a gentleman an older gentleman who was in his mid 80s, the other day and I get done with my low pitch.
David Avrin: And he says, I have no interest in anything that you have just laid out to me verbatim he says, I don't care about this, I don't care about this i'm way past this i'm not in my third act i'm in overtime, I have no interest.
David Avrin: We talked for 20 more minutes, the guy was fascinating and i'm going to talk about them in my new book but i'm one of those people that that even when I built vistage groups 15 years ago.
David Avrin: I have for six Members I had came from referrals from somebody who didn't fit but I had a great conversation with and and I just think it's it's an art that's so important for everybody to even if they're not mastering it to to engage and get better.
Lou Diamond: This is important for your business listeners out there, and this is what I think has been the the impetus of why i've always recognized that the connection was when it was way more important is way more important than the sale.
Lou Diamond: The connection is where the relationship actually get established, yes, a sale is a transaction and, eventually, if you think about in the life of the sale.
Lou Diamond: You have many conversations that eventually get to the point that you're starting to talk about the sale itself, but the goal isn't just one sale The goal is many sales.
Lou Diamond: means many conversations and ongoing connection with that individual.
Lou Diamond: So when you really think about it, the goal has never been the sale, I always hated the term you need to close the sale I hate the term close because that seems like it's end and we're closing the book on it, I love to open.
David Avrin: Oh great.
Lou Diamond: So, the reality is is that what you're trying to do, the purpose of one great conversation is actually to get to our number one.
Lou Diamond: And the the art of that and the focus of that mindset.
Lou Diamond: All drills down to not only the things you need to do, bringing this full circle, the way you need to be to make those conversations connect and that's that's that's what we focused on.
Lou Diamond: And and it's what I speak about and it's what I help organizations do it's piecing all those things together in a real simple way.
Lou Diamond: That is a lot of fun too I think that's one of the if there was ever one little plug for the book that i'll do is we created a section at the end, which we call the bar cart.
Lou Diamond: it's a special bonus section of the book which talk about conversational flights, it gives you the ingredients.
Lou Diamond: And the directions and mixologist experts on how to deal with the uncomfortable conversation which we give some funny drink name drink like names for.
Lou Diamond: So the general idea is, these are things for you to utilize as a handbook and a guidebook for you to recognize certain conversations and how to approach them and know how you need to be.
David Avrin: awesome this podcast is a bit evergreen so depending on when you're listening or watching this the book, the new book by Lou diamond to speak easy connect with every conversation will be available everywhere and he's personally going to do the other languages, he.
Lou Diamond: i'm hoping to as I spoke to her, I just learned that Greece has their own languages with it i'm going to try and speak and Greek.
David Avrin: And whether you know.
Lou Diamond: which would be great.
David Avrin: Or at least in an accident.
and
Lou Diamond: What are we we're not going to do accents on that.
David Avrin: No you're just because somebody will.
David Avrin: Somebody somebody will find that offensive.
David Avrin: Lou diamond if people want to get in touch with you learn about the books also your consulting in your speaking, how did they do so.
Lou Diamond: very easy, you can follow me at thrive loud and, if you want to break that down that's thrive, which is named my company lui de la ud for blue diamond so thrive loud.com everywhere on all social handles and FAB labs COM for the website.
Lou Diamond: And as a quick easy way to get to the speakeasy book go to speakeasy book calm and it'll get you right over to the book page on travel out.
David Avrin: and listen to Oh, and of course my phone.
Lou Diamond: Well, you definitely have to listen to the thrive loud episode i'll give this plug you gotta listen.
Lou Diamond: To David Avrin who who, by the way, did a spectacular i'm going to give you, you did a spectacular job on on the episode episode 749 on.
David Avrin: Oh, you know what 748 was good, but.
David Avrin: nowhere near the level of what we did in 749 set a whole new standard once you've been.
David Avrin: to the top of the mountain tune into to lose podcasts thrive loud, he is he is a veteran of this and great conversations Luke thanks for being with us hang with us, on the other side.
David Avrin: A reminder to everyone that they can pick up a copy of my new book.
David Avrin: Which is the morning huddle powerful customer experience conversations to wake you up and shake you up and win more business, in fact, all of my books which are strategically located next to my head.
David Avrin: are available on Amazon be sure to click to like this podcast subscribe leave your comments below and click the little bell icon to receive notifications of new episodes.
David Avrin: And you can learn more about my keynote speaking and my consulting at David Avrin calm thanks for tuning in this is the customer experience advantage podcast check out past episodes leave a comment big thanks to my guest Lou diamond on David Avrin be good.