Boom! Shake the room, Fire Nation! JLD here and welcome to Entrepreneurs on Fire, brought to you by the HubSpot podcast network with great shows like Being Boss.

Today we're pulling a timeless EO Fire classic episode from the archives and we'll be talking about call center secrets that make you money no matter what business you are in.

To drop these value bombs, I have brought Kent Bickmore into EO Fire Studios. Kent is an internet marketer. He tried different outsourcing options and they were all disasters.

To stay in business, he had to redefine the concept of a call center and it's money making rule and business.

And today, Fire Nation, we'll talk about why using scripts make you sound robotic and what to do instead.

And when people buy from you once, they'll feel comfortable buying from you again if their experience is a good experience.

So how to ensure that happens and so much more when we get back from thinking our sponsors. Business Made Simple hosted by Donald Miller takes the mystery out of growing your business.

Recent episodes like How to Attract and Retain Top Talent and How to Make More Money with Your Current Products are Straight Fire.

Listen to Business Made Simple wherever you get your podcasts.

Kent, say what's up to Fire Nation and share something interesting about yourself that most people don't know.

What's up Fire Nation? Looking forward to talking to you. Something that most people don't know about me is I was a DJ in college and I DJed a lot and I'm a soul funk music geek.

I can tell you anything you want to know about. So on funk music in the 70s, 80s through probably today.

Which is pretty rare for a white guy totally and Kent, I feel closer to you already. I mean, besides your impending move to Puerto Rico, I, when my sophomore year of college rolled around, was DJ Doomets.

For an entire year, I was a DJ at my college as well, although I did top 40 music so it wasn't nearly as cool, but we'll always have DJing together brother.

Yeah, that's crazy. That's screwed me up for life because I've never really had a job and after, you know, I'd make a lot of money and after that, I'm like, I can't work for anybody.

That was your entrepreneurial spirit starting right there in Fire Nation, speaking of your entrepreneurial spirits. As I mentioned in the intro, we're going to be talking about all of the call center secrets that make you money, no matter what business you are in.

So Kent, just break it down for us brother. Why is customer service the most important thing to get right in your business?

Somebody calls your customer service number. It's probably the first time they've ever talked to anybody in your company, right? Especially in the, in the online world where I, where a lot of my clients are from.

So it's that first impression and that first impression better match what your, your online presence is, right?

And so when you, when they call on the phone, most of the time they're, they're not too happy if they're calling customer service out of magic. And so it's, it's how you talk to that person and how they feel about you when you're talking, you're talking to each other on the phone.

And that's what makes it, that's what makes a difference. Plus it gives you a chance to ups, you know, why it's important for your business, it gives you a chance to upsell that customer, you know, that kind of thing.

I mean, the first thing we teach our agents to do is to, you know, you only got a little bit of time, maybe 15 seconds or something to turn the call around to where you, you need that call to be.

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