In this webinar, we interviewed Tess Bernardi, Director of Sales at pulseM. Tess has 10+ years of experience in sales, so we asked her to share the best advice she's ever received. Here's the recap and recording.
The 5 takeaways
- Your customer’s perception of your brand defines its reality—meet them where they are.
- Consistent, clear communication builds trust and drives repeat business.
- Positive online reviews are essential for home service business growth.
- Automating customer interactions ensures better service with less manual effort.
- Personalizing customer experiences helps foster long-term relationships and referrals.
10 Years in Sales: Best Advice I Ever Received
Introduction
- Emily welcomes the attendees and introduces the topic, "Ten Years in Sales: Best Advice I Ever Received."
- Icebreaker about whether a hot dog is a sandwich to engage the audience.
- Introduction of the guest speaker, Tess Bernardi, Director of Sales at pulseM.
Hatch and pulseM
- Emily introduces Hatch, explaining its role as a messaging platform to enhance conversation conversion, customer satisfaction, and efficiency using AI.
- Hatch's focus is on driving response rates, retention, ROI, and revenue.
- Tess introduces pulseM, explaining it as an online reputation management software that integrates with field service management systems.
- The shared focus of both companies: simplifying processes and enhancing customer communication.
Best sales advice received
- Tess shares her key advice: "Your customer's perception of your brand is your brand’s reality."
- Importance of putting yourself in the customer’s shoes to understand their needs and challenges.
- Learning this through experience across industries, including Anheuser-Busch.
- The relevance of customer perception to any industry and its influence on success.
Importance of online reputation and customer trust
- Customers now rely heavily on online reviews, making reputation management critical for home service businesses.
- Tess shares a real-life example of her sister using Google reviews to find a carpet cleaner, highlighting the importance of recent and positive reviews.
- The value of building trust with personalized experiences like sending a technician’s photo and bio before an appointment.
- The significance of providing consistent and reliable information to foster trust and enhance the customer experience.
Automating customer communication and growth
- pulseM automates review requests and feedback, leading to consistent positive reviews.
- Tess shares how automated systems create opportunities for continuous growth without additional work for the team.
- Examples of how these positive experiences lead to online reviews, improving SEO and organic search results.
- The role of positive word-of-mouth and online feedback in building a reputation that drives business growth.
Q&A
- Q1: Does pulseM integrate with CRMs or Hatch?
A: pulseM integrates with over 20 CRMs and has an open API, working alongside Hatch in certain CRMs depending on the system.
- Encouragement for attendees to book a demo to learn more about the integrations.
Closing
- Emily thanks Tess for sharing her experience and insights.
- Encourages the audience to reach out for more personalized demos and discussions.
- Tess expresses gratitude for being part of the webinar and looks forward to continued collaboration.