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In episode 164, Brian Varisco, VP of Operations at Pebble Tec, joins the show to discuss customer service and how it can differentiate your brand—for better or worse.      In this episode Brian shares insights on: the intersection between sales and customer service the foundations of a good customer service team how to improve your empathy methods Jenny T. can use to control her emotions when college-age customers nearly drive her over the edge * * * If you enjoyed this podcast, we'd sincerely appreciate it if you recommend this show to your friends and colleagues. Your network looks to people like you where to invest their time and attention and we'd love the opportunity to add value to more people in our community.   Since we're asking for things . . . we'd also love it if you left a review on Apple Podcasts. The feedback helps improve the show and helps with our visibility as well. The more people listen to the podcast, the more we can invest into it to make it even better.  Sign up for the Behind Your Back Newsletter that arrives twice each month and delivers insights and ideas to help you sell more, faster, at higher margins: https://www.behindyourbacksales.com/newsletter For more info: www.behindyourbacksales.com/podcast  Instagram: https://www.instagram.com/behindyourbackceo 

In episode 163, insights from the classic book by baseball legend Ted Williams, The Science of Hitting, are applied to the activity of prospecting. Thank you to a new sponsor, Boise Cascade Engineered Wood Products: Faster, Stronger, Easier. * * * If you enjoyed this podcast, we'd sincerely appreciate it if you left a review on Apple Podcasts. The feedback helps improve the show and helps with our visibility as well. The more people listen to the podcast, the more we can invest into it to make it even better.  Sign up for the Behind Your Back Newsletter that arrives twice each month and delivers insights and ideas to help you sell more, faster, at higher margins: https://www.behindyourbacksales.com/newsletter For more info: www.behindyourbacksales.com/podcast  Instagram: https://www.instagram.com/behindyourbackceo  

In episode 162, Bradley Hartmann completes his conversation with Brooks Dame, Vice President and 3rd generation leader at Woodgrain Millwork and founder of Proof Eyewear. In Part II of this conversation, Brooks shares the value of business oversight with the mantra, "the owner's eye fattens the calf” as experimentation and innovation continue to drive the Woodgrain culture. Brooks also shares the contrarian mindset as leadership is constantly scanning the marketplace for undervalued assets https://www.woodgrain.com/ In 2010 Brooks founded Proof Eyewear and appeared on the hit show, Shark Tank. Proof Eyewear makes wood-framed sunglasses with a social conscience—$10 from each frame sold goes to their Do Good program that gives back to local + global projects. https://www.iwantproof.com/ * * * If you enjoyed this podcast, we'd sincerely appreciate it if you left a review on Apple Podcasts. The feedback helps improve the show and helps with our visibility as well. The more people listen to the podcast, the more we can invest into it to make it even better.  Sign up for the Behind Your Back Newsletter that arrives twice each month: https://www.behindyourbacksales.com/newsletter For more info: www.behindyourbacksales.com/podcast  Instagram: https://www.instagram.com/behindyourbackceo  

In episode 161, Brooks Dame, VP of the Door Division at Woodgrain Millwork and founder of Proof Eyewear, joins the show. Based in Boise Idaho, Brooks is a 3rd generation leader of the vertically integrated (From tree to trim!) Woodgrain, one of the largest millwork operations in the world. With locations across the U.S. and Chile, Woodgrain owns their forestry acreage, cuts their timber in their sawmills, operates their own network of manufacturing facilities, and delivers wood mouldings, doors, and windows through their distribution network. https://www.woodgrain.com/ Brooks has worked his way up from sweeping the floors as a child. He's held the positions of Director of Sales in the Millwork Division, VP of Human Resouces, and Sales & Marketing Manager.  In his spare time . . . Brooks founded Proof Eyewear with two of his four brothers in 2010 and appeared on the hit show, Shark Tank. Proof Eyewear makes, among other designs, wood-framed sunglasses with a social conscience—$10 from each frame sold goes to their Do Good program that gives back to local + global projects. https://www.iwantproof.com/ * * * If you enjoyed this podcast, we'd sincerely appreciate it if you left a review on Apple Podcasts. The feedback helps improve the show and helps with our visibility as well. The more people listen to the podcast, the more we can invest into it to make it even better.  Sign up for the Behind Your Back Newsletter that arrives twice each month: https://www.behindyourbacksales.com/newsletter For more info: www.behindyourbacksales.com/podcast  Instagram: https://www.instagram.com/behindyourbackceo  

In episode 160, Jacob Monty of Monty & Ramirez LLP joins the Behind Your Back Podcast to discuss practical solutions for recruiting, training, retaining, and building trust with the Hispanic workforce.  If you employ Hispanics, sell to Hispanics, or sell to customers that employ Hispanics, this episode will offer you unique insight. Jacob Monty has served two U.S. presidents and in this episode, he shares what he learned from working with both. Jake also shares recommendations for a pair of increasingly common situations. The first is how to handle a New Confessed Identity Scenario (NCIS) "when employee 'Juan' comes in one day and says his name is actually 'Carlos' and he provides a new social security card and driver’s license indicating that he is 'Carlos.'" The second is how to handle identity theft related to a fraudulent social security number used by someone under your employment.  Most importantly, Jake provides a common-sense framework for discussing immigration in a way that sets aside aggressive political discourse in exchange for a candid talk about such an important demographic driving the current and future growth of the construction industry.  * * * If you enjoyed this podcast, we'd sincerely appreciate it if you left a review on Apple Podcasts. The feedback helps improve the show and helps with our visibility as well. The more people listen to the podcast, the more we can invest into it to make it even better.  Sign up for the Behind Your Back Newsletter that arrives twice each month: https://www.behindyourbacksales.com/newsletter For more info: www.behindyourbacksales.com/podcast  Instagram: https://www.instagram.com/behindyourbackceo 

In episode 159, host Bradley Hartmann finishes his conversation with Tom and T.J. McNulty of Hingham Lumber Company south of Boston.  If you have not listened to episode 158—Part I featuring Tom and T.J. McNulty—we recommend you do. It is not necessary, but you'll find it helpful.  The father and son duo discuss what Hartmann refers to as "The Rise of The Briefcase Builder v.2.0." A briefcase builder has traditionally been a derogatory term for a construction outsider with dumb money who is wading into the industry because Hey—how hard is after all to be a GC? Get some drawings, create a schedule, find some decent subs, and off you go. Right. That briefcase builder was v.1.0. Buyers and subs beware when this cat comes around. Version 2.0 differs in that s/he knows the industry. Briefcase Builder v.2.0 is an industry insider who thinks differently—specifically about risk. This new model GC wants to de-risk as much of the project as possible, rethinking the relationship and the value potential between builder and supplier. Tom and T.J. McNulty detail how they serve this new type of customer to help everyone—the GC, the homeowner, and the Hingham Lumber Company.      *** If you enjoyed this podcast, we'd sincerely appreciate it if you left a review on Apple Podcasts. The feedback helps improve the show and helps with our visibility as well. The more people listen to the podcast, the more we can invest into it to make it even better.  Sign up for the Behind Your Back Newsletter that arrives twice each month: https://www.behindyourbacksales.com/newsletter For more info: www.behindyourbacksales.com/podcast  Instagram: https://www.instagram.com/behindyourbackceo 

In episode 158, Tom and T.J. McNulty of Hingham Lumber Company in Cohasset, MA join the show. Tom and T.J. are the second and third generation father and son team leading Hingham as it strives daily to be The Better Builder's Yard.  In this episode, Part I of Bradley Hartmann's conversation with the pair, they discuss the early insights that led to Hingham's focus on customer intimacy—the willingness to invest vast amounts of time to build relationships and truly understand their customers, builders building high-end homes south of Boston on the coast. This focus on customer intimacy involves tradeoffs, but establishes brand loyalty and earns higher profits. *** If you enjoyed this podcast, we'd sincerely appreciate it if you left a review on Apple Podcasts. The feedback helps improve the show and helps with our visibility as well. The more people listen to the podcast, the more we can invest into it to make it even better.  Sign up for the Behind Your Back Newsletter that arrives twice each month: https://www.behindyourbacksales.com/newsletter For more info: www.behindyourbacksales.com/podcast  Instagram: https://www.instagram.com/behindyourbackceo        

In the September issue of the LBM Journal, sales consultant Bill Lee posed the question, "Is your team trained to deal with price objections?" Short answer: no. Upon reading Bill’s article, a sales manager from Wisconsin named Bobby reached out to me via Instagram. He asked, “What’s your thought on how someone should stand their ground to this 1-2 punch from a customer: I can get a better price somewhere else. Is this the best you can do?” In this episode, Bradley Hartmann outlines a thoughtful methodology to use as a script.       The price objection—you know it’s coming. Prepare for it. Execute a response optimized to beat it. *** If you enjoyed this podcast, we'd sincerely appreciate it if you left a review on Apple Podcasts. The feedback helps improve the show and helps with our visibility as well. The more people listen to the podcast, the more we can invest into it to make it even better.  Sign up for the Behind Your Back Newsletter that arrives twice each month: https://www.behindyourbacksales.com/newsletter For more info: www.behindyourbacksales.com/podcast  Instagram: https://www.instagram.com/behindyourbackceo

In episode 156, Bradley Hartmann is joined by Bonnie Mauldin of The Mauldin Group, an Atlanta-based web design and internet marketing firm that specializes in the construction industry.  Bonnie is the show's first empath (Don’t know what an empath is? Well, consider this an unexpected bonus then!) and she shares insights to improve your marketing to make your selling activities easier. Hartmann and Mauldin discuss:  Perception and how perceived value in the mind of the customer is the essential element in marketing and effective positioning  Brand Identity and the questions to ask to determine if you have an effective one How to differentiate your website even if you have a similar mission and values as your competition Search Engine Optimization (SEO) and cookies explained in a way that won’t put you to sleep . . . nor will it make you feel dumb How to generate more leads with less work Thank you for listening. Enjoy the conversation with Bonnie Mauldin, CEO of the Mauldin Group. *** If you enjoyed this podcast, we'd sincerely appreciate it if you left a review on Apple Podcasts. The feedback helps improve the show and helps with our visibility as well. The more people listen to the podcast, the more we can invest into it to make it even better.  Sign up for the Behind Your Back Newsletter that arrives twice each month: https://www.behindyourbacksales.com/newsletter For more info: www.behindyourbacksales.com/podcast  Instagram: https://www.instagram.com/behindyourbackceo

In episode 155, Bradley is joined by Charlie Coggins, Greenville-Spartanburg Market President at Professional Builders Supply. With the college football season lurching its way through October, we asked Charlie to share some leadership lessons he learned from being a long-snapper on the East Carolina University (Arrrrg, Pirates!) team. He talks about the importance of goal-setting and early specialization if required to achieve that goal—exactly what Charlie had to do to become a successful collegiate football player. After his college career, Charlie crashed the NFL Combine and shares a marketing story you'll never forget. Charlie, 28, offers candid, actionable advice to tenured leaders who struggle to relate with the youngest generation in our industry as well as young leaders who aspire to contribute more to their organizations.    *** If you enjoyed this podcast, we'd sincerely appreciate it if you left a review on Apple Podcasts. The feedback helps improve the show and helps with our visibility as well. The more people listen to the podcast, the more we can invest into it to make it even better.  Sign up for the Behind Your Back Newsletter that arrives twice each month: https://www.behindyourbacksales.com/newsletter For more info: www.behindyourbacksales.com/podcast  Instagram: https://www.instagram.com/behindyourbackceo

In episode 154 of The Behind Your Back Podcast, Mike Wisnefski, co-founder and CEO of MaterialsXchange, joins the show. Mike discusses the (un)natural progression he made from Badger U (University of Wisconsin Madison) to professional international water skiing, to trading lumber options for Bloch Lumber in Chicago. While an unusual path to the LBM industry, it did enable Mike to earn the insights he applies now leading MaterialsXchange (MX)—the NASDAQ of the lumber and building materials industry—enabling transparent, real-time price discovery, delivery logistics, and payment transfer. MX is touted as the digital marketplace for lumber and panels. Featured in Forbes, MX is described as bringing the lumber industry into the digital age. Mike and host Bradley Hartmann candidly address who stands to gain—and lose—from their new technology and why now is the time for a platform like MX (earlier ventures similar in size and scope have failed) to succeed.   *** If you enjoyed this podcast, we'd sincerely appreciate it if you left a review on Apple Podcasts. The feedback helps improve the show and helps with our visibility as well. The more people listen to the podcast, the more we can invest into it to make it even better.  Sign up for the Behind Your Back Newsletter that arrives twice each month: https://www.behindyourbacksales.com/newsletter For more info: www.behindyourbacksales.com/podcast  Instagram: https://www.instagram.com/behindyourbackceo

In episode 153, Jenna Duett brings her enthusiasm and insights to the Behind Your Back Podcast. Jenna is the Director of Media and Regional Marketing for one of the largest franchisors in the construction space. Jenna details how she thinks about traditional marketing channels (TV, print, radio) versus digital (email, social media platforms, video, podcasts) and how she frames the opportunities facing her franchisees who are challenged with limited time and budgets—while Jenna is challenged with ensuring her franchisees are successful. Jenna and host Bradley Hartmann discuss how to structure effective Calls to Action, how to avoid training your customers to anticipate and expect discounts, and Jenna's passion for food, which she has parlayed into a position as a BBQ judge at the World Food Championships, coming to Dallas November 5-9, 2020. Thank you for listening. *** If you enjoyed this podcast, we'd sincerely appreciate it if you were to leave a review on Apple Podcasts. The feedback helps improve the show and it helps with our visibility as well. The more people listen to the podcast, the more we can invest into it and make it even more relevant and insightful for you.  Sign up for the Behind Your Back Newsletter that arrives twice each month: https://www.behindyourbacksales.com/newsletter For more info: www.behindyourbacksales.com/podcast  Instagram: https://www.instagram.com/behindyourbackceo  

In episode 152, host Bradley Hartmann outlines how teams can invest 90 minutes every 90 days to build stronger, more insightful teams that leverage the commodity of information to bring more contextual information to customers and prospects.  

In episode 151, Tim Lyons (VP of Sales at Brockway-Smith Co. aka BROSCO) joins the podcast to discuss sales and leadership at the 130-year-old firm. Founded in 1890, BROSCO is the largest distributor of millwork products in the Northeast. Tim and Bradley discuss how to honor the past sales methodologies that have proven resilient at the firm while continuing to innovate. Tim also shares a poignant example of overcoming the sunk cost fallacy and some of his inspiration from General and President Dwight Eisenhower. Lastly, Tim shares the value he's received from being a leader and active member in the World Millwork Alliance (WMA), the sponsor of today's episode.    In a year of considerable change, millwork innovation and creativity continue to be the constant. During this challenging time, the health and welfare of our WMA members, staff, and event attendees continue to be a top priority. The WMA invites you to join us for our energizing, virtual program, complete with a premier lineup of industry experts and panel discussions for millwork businesses with a focus on resilience, empowerment, and effective management. The virtual event runs from October 5-7. Register for free at: https://worldmillworkalliance.com/2020-virtual-conference/   

In episode 150, Dr. Ben Bigelow joins the show. Ben is an Associate Professor and the Director of the Construction Science program at the University of Oklahoma. After graduating from Texas A&M, Ben built homes for Centex before being pulled into academia, studying and teaching at several of the strongest Construction Management programs in the country—Arizona State (Masters), Colorado State (PhD), and Texas A&M (back to his alma mater to teach). Ben taught in College Station for 6 years before heading north to Norman, Oklahoma, to lead the Construction Science program 3 years ago.  In our interview, Ben shares insights on:   how to connect and build trust with students today collaborating with industry to create video content that adult learners actually watch, learn from, and retain how organizations seeking to attract the best talent can stand out when recruiting on campus the secret to help students learn how to learn and learn how to think more effectively  Thank you for listening! 

In episode 149, Bradley Hartmann shares the timeless components of remarkability as defined by Michel de Montaigne: utiles-doux in Latin meaning, useful-delightful.  

In episode 148, Bradley Hartmann and Jenny T. welcome Tricia Kagerer (Executive Vice President of Risk Control at Jordan Foster Construction) to the show to discuss her new book, The B Words: 13 Words Every Woman Must Navigate for Success. Far from an episode solely for women, this discussion will help everyone collaborate more thoughtfully, especially during this pandemic as many of us juggle the demands of teaching roles, in addition to family and professional roles. For more information on The B Words, visit https://www.triciakagerer.com/ and to pre-order copies of the book for your team, visit https://www.amazon.com/The-B-Words    

As COVID-19 has made face-to-face selling harder than ever, communicating well via email is as important as ever.  In episode 147, Bradley Hartmann and Jenny T. dissect a series of real-life email sales pitches—the good, the bad, and the ugly—to review what to do, what not to do, how to stand out, and how to get your readers leaning in. Visit behindyourbacksales.com/podcast to download the PDF training guide that accompanies this episode with the actual email sales pitch examples included.    

"Because its purpose is to create a customer, the business enterprise has two—and only two—basic functions: marketing and innovation." - Dr. Peter Drucker   In episode 146, Bradley Hartmann connects with one of his former MBA professors, Corinne Miller. Corinne is an expert on innovation, with innovation-based roles in various fields: the defense sector, at Motorola during its last dynamic peak, and at a high-tech bowling ball firm. Corrine couples her background in computer science with her Masters in Communication from Northwestern University. As you'll hear, she combines these skills—innovation and communication—in a way that is memorable and actionable.  Corinne has been teaching Innovation and Communication at Lake Forest Graduate School of Management in Chicago for the past 13 years and is also an accomplished author and artist. In this episode, we discuss how to define and lead conversations on innovation in a simplistic way while outlining the 3 types of innovation. We also dig into best practices for remote training and learning—which Corinne was doing 15 years ago. This concept of a/synchronous online learning which many firms are grappling with at scale for the first time . . . Corinne was executing a decade and a half ago. Corinne has been leading her own consulting firm, Innovating Results, Inc. for the past 13 results. She helps clients with innovation, communication, and leadership. Learn more at https://innovatingresults.com/  

Part II of Bradley Hartmann's conversation with Bruce Merrifield, President of Merrifield Consulting Group and partner at WayPoint Analytics. They continue the discussion on profit models, customer profitability rankings, the importance of identifying Gazelles (the 4% of companies that are growing 2-4X faster than the competition due to continuous innovation), and the parable of Charlie The Milkman. Visit www.behindyourbacksales.com/podcast to download the transcript/case study from Part I with Bruce—episode 143.