GET TO YES by Listening, Not Telling with Neil Osborne | Selling in the Hair, Beauty and Body Industries

E46: B2C Interview w/- Kelly Kent, Owner of Cranium Hair This Clinic Growth Sprints guest interview is with a very astute salon owner, Kelly Kent, the founder and owner of Cranium Hair ­­ – a multi award winning salon in Manly, on Sydney's Northern Beaches. Kelly confesses that while she never focused on dollars, she has always focused on the important KPIs and performance markers which allowed her to grow and improve her client servicing skills. Kelly openly discusses the different phases she's moved through, since opening her own salon in 1997. Cranium has been profitable from day one and that was due to her early understandings of the percentages required to run a profitable business. As Kelly states, she was never strong at maths, however once the money started coming out of her back pocket, it really made her change her approach. She also shares how she went from a highly profitable salon to a period where she lost focus – resulting in money being wasted and her percentages drifting. She also talks with Neil about how she expanded into beauty and then realised it didn't work – so she quickly withdrew. An amazing learning experience. In this episode you'll learn: How ego can get in the way of success How making timely decisions is the way to stay profitable The frequency that Kelly reviews her Profit & Loss How Kelly looks at and responds to trends and areas of change That money is the result of you doing our job well See omnystudio.com/listener for privacy information.

This Clinic Growth Sprints guest interview is with an internationally recognised and awarded Hairdresser, Businessman and Owner of e-Salon, Emiliano Vitale. During the conversation, they re-visit the early days of Emiliano's his first salon at the age of 22, in Double Bay, Sydney. He clearly remembers the days there wasn't any money left for him and openly shares his learnings from that difficult time. Emiliano's enjoyed a hugely successful career and is widely admired and respected for his deep belief in having high ethics, morals and purpose in his work – all of which he inherited from his father, Samuel. His key piece of advice to his younger self is “to focus on what you're good at” and during the chat with Neil, he also reflects on a saying he's very fond of, which is “do more than what you're paid for.” In this episode you'll learn How deep personal beliefs can influence who you are and impact your success How to manage your ego in the world of business The importance of recognising what you're good at The benefits of understanding your business's percentages How to reserve and build profit within your business. See omnystudio.com/listener for privacy information.

This Clinic Growth Sprints guest interview is with John Cook, owner of the extraordinarily successful Stylz Hairdesigners chain of salons, and it's a short masterclass in running your business. It's also an insight into the once-in a lifetime business opportunities that are available, if you know where to look. Neil and John cover the importance of running your business with a clear understanding of what it costs to operate your business and knowing what's lefts over. John also stresses the necessity of running your business at a profit (that is, if you want to stay in business). John has multiple salons across Westfield Shopping Centres, and he openly shares his approach to managing the ever-increasing rents of large centres. His knowledge, wisdom and advice are priceless. The conversation concludes with John highlighting a unique once in a lifetime opportunity – where you can start a salon with close to zero entry costs. In this episode you'll learn Insider tips from a hair salon industry expert The importance of knowing how much is left after the running costs are paid Keeping your eye on profit and understand your costs Hidden opportunities that are out there See omnystudio.com/listener for privacy information.

Our Clinic Growth Sprints series of episodes takes a new direction, with Neil inviting accomplished industry personalities to the microphone, and asking them a simple question: “If you were starting out as a Salon Owner today, what business and financial advice would you give your younger self?” In the first of these new interviews, we're delighted to have Dennis Langford, Managing Director of Tony & Guy Australia, as our guest, and to share some of his time and wisdom. Dennis and Neil initially share their memories of the industry and revisit the start of Tony & Guy in Australia. Then, Dennis openly shares some of his learnings along the journey and how he got through both the good and bad times. Of particular interest is understanding how he came to grips with the financial side of the Tony & Guy business. In this episode you'll learn: The value of having a good team around you Understanding the importance of managing the costs of your business That stress reduces your creativity How to start your business planning from by starting with profit first The 4 steps of the pathway of least resistance   See omnystudio.com/listener for privacy information.

A thought-provoking episode where Neil’s guest, Marcus Kroek, talks about creating business profits. Marcus is an accomplished business owner and business coach at Amazing Tradies, who shares his experiences and learnings about understanding the differences between turnover and profit. Neil and Marcus discuss some of the limiting behaviours around creating profit, and how stress reduces both your creativity and general business energy. They also discuss an alternative approach ­– of setting up systems around your areas of stress, to help inspire the return of your creativity and energy. And how this can then help produce the quality services that you’re known for. In this episode you’ll learn: How family beliefs can affect your financial management skills Simple examples of systems that will reduce your financial stress. How to stay in your zone of genius, to produce high quality treatments and services   See omnystudio.com/listener for privacy information.

An interesting episode where Neil’s guest, Sarah Garner, discusses how to make a clear profit in a small industry-based bushiness. Sarah is the founder of a branding agency, Digital Bloom, where she needed to upskill in the way she handled the cash flow of her business. The Profit FirstⓇ cash management system assisted Sarah to establish several bank accounts, that allowed her to manage the cashflow and the allocation of her funds to different areas. This simplistic system helps Sarah fund growth and establish a team in her business. Today, she runs her business with five foundation accounts. In this episode you’ll learn: Establishing a cashflow system that can help you grow How being able to pay your team and tax obligations, reduces the stress Having a cash management system allows you to have clarity around your business finances   See omnystudio.com/listener for privacy information.

This episode takes us on a journey of building a global Skincare brand, Cor Silver. Jennifer McKinley with Neil discusses some of the difficulties in growing an international skin care brand. Jennifer’s journey started with a MBA degree from Yale university, thinking that would set her in good stead off she set to grow a skin care brand. In doing so she chased top-line sales growth and managed to secure many prestigious stockists around the world. Only to discover that at the end of the month after paying her team and other costs there wasn’t the profit she had hoped for. At a point of shear frustration Jennifer discovered the Profit First system which allowed her to restructure her finances. This opportunity also forced her to review the brands profitability and as a result she withdrew the brand from Russa and Japan. Today with refined distribution plan Jennifer has a profitable business that allows her a lifestyle. This sis a truly inspirational story that all business owners need to hear. In this episode you’ll learn: That top line growth is not always profitable. Turnover is vanity and profit is sanity. Making the tuff business decision can lead to a more enjoyable business lifestyle See omnystudio.com/listener for privacy information.

Again, we’re joined by Richard Barram from the Barram Property Group – our resident expert on lease negotiations. This episode covers the key points to cover when renegotiating your lease, to ensure that it positively contributes to your business stability. We also explore the avenues available to reduce some of the costs associated with your lease. It’s fair to say that Richard’s work starts from the premise that the leasing market has changed. And that means that perhaps you also need to change the way you think about your lease. He covers important ideas like: if your lease is coming up for renewal, are you better off having your lease viewed as a sitting tenant, or is there an advantage in renegotiating as if you were a new tenant? Richard shares a view that may end up delivering substantial savings to you and your business, so don’t miss his suggestions. Two of the key messages throughout all Richard’s interviews are the steps you can take to increase your value to your landlord, and that everything is negotiable. In this episode you’ll learn: How to get your landlord to understand with your needs How your lease renegotiation can produce savings Clear action steps you can take to look for savings in your lease agreement   See omnystudio.com/listener for privacy information.

Neil’s guest is Craig Minter, a CPA Accountant with 20+ years’ experience working with businesses across the world who turn over AU$50,000 – $200,000,000. Craig is also a Certified Profit First Professional and ‘Fix This Next’ Advisor. His firm, Mints CD Consulting, is one of a select few Australia-wide, that’s trained in both of Mike Michalowicz’s methodologies – Profit First and Fix This Next. This episode will really get your thinking. Craig has a strong focus on cashflow – the number one issue facing most small businesses – and using the Profit FirstⓇ methodology to project that cashflow into the future, so you have peace of mind about what’s lies ahead. His approach is simple yet effective, to start your path toward profit transformation. As he moves through the steps, Craig expands on how human behaviours can get in the way of transformation… which is a little deep, but though provoking. The conversation then moves to ways you can feel safe with your financial situation and in doing so, your mind moves on to tackle other challenges. Craig explains how he’s observed his clients experience amazing growth, once they’ve sorted their financial concerns. In this episode you’ll learn: Simple steps to transform your clinic profit and cashflow The importance of having a simple cashflow system Some Profit FirstⓇ fundamentals to help you manage your cashflow and profit See omnystudio.com/listener for privacy information.

This episode unpacks some initial steps you can take to help manage your business cash flow. Some people say that cash-flow is uninspiring but Profit First® takes an approach that removes the high-emotion aspects of managing your business cash flow and replaces them with behavioural rewards that keep you interested. Neil’s again joined by his guest, Laura Elkaslassy – a certified Profit First™ Professional. Laura’s passion for business profitability is frequently felt throughout the episode, as she offers advice on a different structure for your bank accounts. By following Laura’s advice, you’ll remove the emotional roller-coaster ride around managing the ups and downs of your cash flow. Neil concludes with a simple starting point to help reduce your stress and move to having greater clarity around the financial side of your business. In this episode you’ll learn: A different approach to managing your business bank account Some of the Profit First® structures and how they can benefit you How to shift your financial flow away from emotional management, to a more structured approach See omnystudio.com/listener for privacy information.

Neil’s guest, Katie Crismale-Marshal, is author of the book “Profit First for Tradies”. She is also a Certified Profit First Professional, a Bookkeeper and Small Business Strategist. On the surface, tradespeople and beauty/hair industry professionals seem vastly different, however Neil and Katie discuss how similar they really are... because the concepts of running a business are the same for everyone.   Katie and Neil also chat about the foundational principles of the Profit First® system – particularly Katie’s view of cash management – and she suggests an easy starting point for us all to adopt.  She suggests that your financials are the foundations of your business, and if you don’t get them under control… then nothing else matters and at some point, in the future, you’ll probably go broke. Another area they touch on, is that ‘volume’ is not always the solution to your financial challenges. In this episode you’ll learn: Cash Management Foundation principles of Profit First® That volume is not always the solution How to take your cash management from frustration to comfort and confidence Turnover is vanity, profit is sanity See omnystudio.com/listener for privacy information.

Your commercial lease is a vital part of your clinic’s success because it directly influences your profitability. Neil’s joined by his guest, Richard Barram, in this episode and they discuss how many of the variable costs built into your lease preparation are negotiable – yes that’s right, negotiable. Richard’s the founder and owner of Barram Property Group, and he’s worked in Commercial Property for over 20yrs across Australia and New Zealand. He dives into discussing the costs that can be negotiated and more importantly how to negotiate them, at the commencement of renewing your lease. The key to success, he believes, is to explore those costs from your landlord’s point-of-view. Generally, as tenants, we look at our rent on a weekly or a monthly basis. However, landlords look at your tenancy over a 3-to-5-year basis, which dramatically changes the guidelines for negotiation – as does our value to them, as a tenant. Find out more keys to successful negotiation in this not to miss episode. In this episode you’ll learn about the hidden costs when renegotiating your clinic lease Managing legal costs in your lease Managing the re-direction clauses How to budget for a make-good Negotiating benefits during your lease negotiation or renewal See omnystudio.com/listener for privacy information.

Neil’s joined by his guest, Stuart Donaldson, for an episode focused on how to build cash reserves. Those reserves will help your clinic survive the income ups and downs that all businesses experience. It all starts with having plans in place to help sustain your business – one alternative is building a ‘cash runway’ for your clinic. Stuart’s the founder and owner of Banyan Co, and he’s an experienced banking and finance executive, educator, business coach and financial advocate for owners of small to medium enterprises (SMEs). He discusses various strategies to shore-up your businesses’ profitability. Both external and internal factors can assist you in achieving greater profitability, so Stuart and Neil discuss the various long-term keys to business profitability, effectiveness and productivity. Stuart’s insights can help you become financially savvy and progressive, so don’t miss this episode to help set up your business for greater growth and profits In this episode you’ll learn: External factors Internal factors Business efficiencies Business productivity   See omnystudio.com/listener for privacy information.

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If you want to learn some simple financial steps you can take to secure the future of your clinic, this episode is a great place to start. Neil’s joined by his guest, Laura Elkaslassy, who’s a certified Profit First™ Professional who’s amazingly skilled at keeping financial conversations real, and easy to understand. Laura’s passion for profitability, has helped numerous owners to build sustainable businesses - by learning how to generate profit, structure systems for financial success, and earn the income they deserve. By exploring and implementing the Profit First™ system in her own businesses as well as for clients, Laura’s experienced tremendous growth, improved management, and inspirational innovation. As a result, Laura is now the CEO of Profit First Professionals in Australia. Neil and Laura discuss options to manage and grow your clinic’s cashflow after Job Keeper and the impacts on your business’ profitability with the coming decline in government subsidies. In this episode you’ll learn: How to use Profit First™ to improve your business cashflow How the Profit First™ system can help you and your clinic, in an unexpected situation Laura’s tip for preparing your business after Job Keeper See omnystudio.com/listener for privacy information.

If your clinic has a commercial lease, this is an interview that’s not to be missed. In this episode Neil’s joined by his guest, Richard Barram. Richard’s the founder and owner of Barram Property Group, and he’s worked in Commercial Property for over 20yrs across Australia and New Zealand. Having worked across numerous different business sectors, Richard’s successfully negotiated hundreds of commercial leases and has an intimate knowledge of the key drivers in lease transactions. Having this intimate knowledge, Richard’s helped tenants and landlords quickly get to a position of understanding and agreement. During the episode, Richard talks about the importance of having an overall understanding of your commercial lease and particularly knowing a couple of important clauses that will help you navigate your way through COVID and beyond. We also cover the very basic yet important clauses that constitute your lease. In this episode you’ll learn: How to understand the terms of your lease What’s the NLA or net lettable area of your premises? How your rent and outgoings are calculated How to start thinking about and planning for your next rent review See omnystudio.com/listener for privacy information.

In this episode Neil’s joined by his guest, Stuart Donaldson. Stuart’s the founder and owner of Banyan Co, and he’s an experienced banking and finance executive, educator, business coach and financial advocate for owners of small to medium enterprises (SMEs). Neil and Stuart discuss the importance of knowing and understanding your clinic’s numbers. Stuart's key message is that your Profit & Loss (P&L) statement is an information rich report that can greatly assist you in managing (and growing) your clinic, during both favourable and difficult trading times. During this episode, the question is posed that… “The word profit is mentioned four times on your profit and loss. So, which one is the most important?” Stuart suggests that generally, most business people tell him it’s the net profit, or profit before tax. Surprisingly though, he advises us that there’s a more important place to look for your optimal profit. You’ll not only be surprised by his suggestion, but like Neil, be excited by how much extra profit it can produce. In this episode you’ll learn: The importance of having a basic understanding of your clinic’s numbers Exactly what and where are the 4 types of profit Which is the most important type of profit, and why Steps you can take to ensure that your clinic’s profitable, and it survives long term See omnystudio.com/listener for privacy information.

No matter whether you’ve just re-opened from a COVID lockdown or are fortunate enough to have stayed open through the restrictions, it’s time to re-think your clinic’s growth plan, to ensure that it’s profitable, and that it survives long-term. In this episode, Neil discusses the traditional 3-step strategy used to promote and grow clinics, being ATTRACT, DELIVER and PROFIT. This 3-step method is built around first attracting clients, then delivering the treatment, service, or retail sale. At the end, clinic owners are then left trying to find the profit they’ve made (if any) on the work they’ve just done. To survive in today’s marketplace, Neil’s suggesting that you need to flip the 3-step model, to instead be PROFIT, DELIVER and ATTRACT. He argues that to survive the post-COVID environment, your business needs to first be profitable… before you start attracting more clients that may be adding (or subtracting) from your profitability. It’s a radical shift for many, but one that ensures you’re prioritising the cashflow of your business and therefore the security of your livelihood. In this episode you’ll learn: Why you need to rethink the traditional business model for clinics The adjustments you need to make to the ‘old’ business model The benefits of putting profit first Steps you can take to ensure that your clinic’s profitable, and it survives long term See omnystudio.com/listener for privacy information.

Over the years, Neil’s visited a lot of clinics. And during those visits, he’s witnessed a variety of communication styles that’ve been used with customers – some good, and some not so good. In this episode, he breaks down those experiences into the three main communication styles he’s seen (and heard) – the Teller, Seller and Persuader. Neil shares the different behaviours of each of the three in-salon and in-clinic communication styles and suggests some shifts that both the Teller and Seller can immediately practice – to help improve their persuasion skills. In this episode you’ll learn: If you’re a Teller, you’ll learn: What to do when a client’s eyes glaze over during a conversation with them How to stop talking, talking, talking If you’re a Seller, you’ll learn” What to do when it goes silent, after you’ve proposed that a client buy Simple suggestions to help you close better and more comfortably If you’re aspiring to become a Persuader, Neil shares his 10 Commandments of Being Persuasive, where he lists the behaviours to avoid and what to replace them with

Moving deeper into the Spend-suasion model, Neil talks about your client’s comfort level, when they’re in your clinic. He explains how a key tool within the model – called the Client’s Comfort Curve – helps you understand your client’s level of comfort (where and when it happens), as they move through their in-clinic treatment. It also identifies the right time to suggest and recommend. The Client Comfort Curve helps you visualise what’s going on with your client’s emotions and highlights that when your client first enters the clinic, they can be at a low level of comfort. He also pinpoints that when they come out of the treatment room, they’re also likely to be at a low level of comfort. That’s not the right time to make recommendations. Neil also shares a simple three-step exercise to secure a 50% increase in acceptance of your recommendations, plus some simple ways to help you identify the right time to reach agreement around other services, without pressure or push. In this episode you’ll learn: Increase your awareness of a client’s high’s and low levels of comfort, during their visit A simple 3-step exercise to increase acceptance of your recommendations The best time to recommend and suggest The best time to close or reach agreement to buy How to join a webinar to start the journey of learning the new skill of persuasion Where to join our members only Facebook Group – The Salon + Clinic Hub – to learn, share and celebrate

In the first of a series of episodes aimed at the B2C (business-to-customer) part of ‘Get to Yes’, Neil discusses his new persuasion program, called ‘Spend-suasion.’ By blending spending with persuasion, this new method helps you, help your clients, to spend more when they’re booking, re-booking or during a retail sale. It was specifically created to increase to comfort level of beauty or dermal therapists, laser technicians, cosmetic injectors, clinicians, cosmetic physicians, practice managers, as well as salon and clinic owners, when talking to clients about booking and buying. Many of you already know there’s only two ways to grow your business – attracting new clients or doing more with your existing clients.  ‘Spend-suasion’ focuses on lifting your average client transaction – which is where great profits lie, for both salons and clinics. During the episode, Neil proposes that selling is passé and that instead, there’s a new way to communicate with your clients – through persuasion. It’s a much softer, more comfortable and more conversational method of talking to your clients, which guides them (without pressure or push) to the best solution for them. In this episode you’ll learn: How improving your average client transaction, is more profitable Understand the basics of persuasion The 5 KPI’s that your team needs to focus on Whether you’re a 1-hour therapist or a 1,000-hour therapist How to join a webinar to start the journey of learning the new skill of persuasion Where to join our members only Facebook group, The Salon + Clinic Hub

In this industry interview, Neil deepens his understanding of sales reps, from a salon owners’ point of view. He talks with David Haley, who with his wife Kianne, co-owns Premiere Hair in Beaconsfield, Melbourne. Together they manage this dynamic salon, which is well-known for delivering brilliant work in hair colouring and styling, as well as miracle colour corrections – the trademark of a skilled and experienced hairdressing team. David speaks frankly about some of his pleasant and not so pleasant experiences with sales reps in our industry. He touches on areas where he feels they need to take responsibility, as well as ideas for unique incentives that take a salon team to the next level. You’ll also be surprised by what David lists as his #1 behaviours of the good and not so good reps. In this episode you’ll learn: What really ticks off a salon owner What premium salons look for from companies The importance of retail to a salon David’s greatest business challenge About David and Kianne’s other business, as the creators and owners of Bondi Hair Extensions

In this industry interview, Neil speaks with Wendy Young, from The Hairdresser in Greenwich, Sydney, to further his understanding of how salon owners view sales reps. Wendy’s a long-time salon owner and has built a highly successful salon with a team of 10 on the Lower North Shore of Sydney.  Wendy shares some interesting insights around the importance and business benefits of a having a salon receptionist – Wendy’s salon has two of them. Her team also only works a 4-day week, even though the salon is open 6 days. Wendy’s a big believer in encouraging her team to have a great lifestyle outside of work and in return, she’s found that by working a shorter week, they’re more productive. She also shares her thoughts on working with salespeople – there’s lots of gold sprinkled throughout the interview. In this episode you’ll learn: How a suburban salon can be highly successful How Wendy discovered that profitability occurred once she reached a team of 7 people The importance of having a clear view about managing your team and the vital role of a receptionist Key thoughts around the most important sales rep behaviours and how they can impact the owner-rep relationship The importance of time management, from a salon owner’s perspective

In this industry interview Neil talks with Dario Cotroneo, owner of Public Salon in Darlinghurst, Sydney, where he’s as a sought-after stylist and commands $400+ for a haircut. Dario is also Director of DCI Education and as a multi award-winning educator, he’s built a global reputation as one of the most inspiring educators in the hairdressing industry. Dario shares some amazing insights into his experiences working with sales reps in Europe, when he marketed his own styling tool. In addition, he also shares some intriguing experiences about dealing with reps calling on his Darlinghurst salon in Sydney. This is an interview that’s not to be missed. In this episode you’ll learn: Learn the expectations of salon owners at the premium end of the salon industry How busy salon owners think of reps Dario’s experiences of working with a rep in Europe and how they got into a salon he was told wasn’t open to an appointment How to respect and understand high profile salon owners who’ve created a unique business Thoughts about your behaviour from a salon owner’s perspective

This episode looks at how salon owner’s view sales representatives and, in their view, what makes a great rep and a not so good one. Neil interviews Sandy Chong, owner of Suki Hairdressing in Newcastle NSW and uncovers her thoughts about what makes a great sales rep. Sandy’s highly respected within the industry, is CEO and Board Director of the Australian Hairdressing Council and owns a salon with 17 staff, all of who are renowned for delivering high quality services to a large and loyal clientele. You’ll soon discover that Sandy has some very clear thoughts about what works for her and her salon. In this episode you’ll learn: Learn the expectations of salon owners at the premium end of the salon industry How and what salon owners think of reps Behaviours that Sandy Chong observes and associates with the good and the not so good rep How dynamic salon owners think about their time and how they like it respected How to fine tune your skills to get cut-through at this level

Do you carry a business card? It was once drummed into reps that a card was the best way to introduce yourself, offer your contact details, or to leave as a reminder. Today there’s a better tool, and it offers some amazing benefits. LinkedIn is a platform specifically designed for career and business professionals to connect. And it’s a goldmine for salespeople. Neil introduces several basic yet effective steps to improve your LinkedIn profile so that it’s more attractive to potential clients. He goes on to cover the protocol of sending out connection invitations and once you start getting connections, how to respond. Neil concludes with some simple tips on how to add value to your contacts, attract more contacts and get new business. In this episode you’ll learn: How to use LinkedIn to build an industry profile Simple steps to improve the attractiveness of your LinkedIn Profile The importance of your headline descriptor and how to improve it A step-by-step way to send out a connection invitation that works 3 examples of positive invitations How to add value to your connections and ultimately attract new business

This episode covers the first critical step in the Consultative Selling process – Prospecting. It discusses the two types of lead generation – in-bound and out-bound – and points out that if you attempt to survive on only in-bound inquiries, you won’t achieve your KPI’s. We then take an aerial view and look at the big picture of planning a productive territory plan. Neil discusses the three critical planning steps when building your territory plan and he breaks down how many ‘suspects’ you need in your new business funnel to make your numbers work. Some of the statistics will certainly surprise you. Finally, the episode covers the difference between KPI’s and KPA’s and which you need to focus on, for success. In this episode you’ll learn: The first step of the Consultative Selling process –­ prospecting The differences between and in-bound lead and an out-bound suspect/prospect A metaphor to aid with productive territory planning The importance of protecting the time you allocate to prospecting Discover how many leads you need to put into your new business funnel The difference between KPI’s and KPA’s and which to focus on for ongoing success

This episode explains the seven steps of Consultative Selling and a new online self-assessment tool – the Sales Acumen Survey – that helps diagnose how skilled or unskilled you are, across those seven steps. In his 2012 bestselling book, “To Sell Is Human,” author Daniel Pink noted that according to the US Bureau of Labour Statistics, one in nine Americans worked in sales. However now, those other eight people are also spending their days trying to move others to do things and build relationships. So fundamentally, everyone’s in sales. Back in the 1980s, people needed salespeople for information on products, whereas now they can easily do the same research themselves, online. This shift has changed the qualities needed for a salesperson to be successful. Find out what those qualities are, by understanding more about the Consultative Selling process. In this episode you’ll learn: The 7 steps of Consultative Selling To understand your sales strengths Your skill areas that may need some further development Further tips on learning the consultative selling style How to use our Sales Acumen Survey – a self-assessment tool

In this episode, we jump into handling an objection that many salespeople fear. Why? Because most of them, when confronted with a client objection, automatically move to ‘fight or flight.’ Neil shares his experience in handling objections… and how in most cases it ends up working out well. Yet like many salespeople, he also admits that it can be challenging when confronted with a “That’s too expensive” response. However, after rereading one of his favourite books, “Sales EQ” by Jeb Blount, Neil remembered and shares in this episode, a fantastic story from the book titled ‘TheMysterious Brown Bag.’ He goes on to explain how the story can help you understand the principle of repositioning yourself, so that price becomes less of a consideration. The principle of this story will get you thinking about how you can reposition yourself, your brand and your company during that critical moment when the buyer tries to negotiate on price. In this episode you’ll learn: How a lot of sales people move into ‘fight or flight’ when confronted with an objection Price can be a difficult objection to handle, if you’re only focusing on price The principles of how to reposition you and your offer, to counter the “That’s too expensive” objection That a price objection is a buying signal in disguise An important point is a price objection is not always about price, it’s about value – what they get for the price.

This episode delves into something that’s super important to all sales people – your WHY. Why are you doing what you’re doing? And how do you connect that to your goals? 80% of people who write down their goals go on to achieve them. More impressive is the fact that 95% of people who write down their goals and regularly revisit, recite, touch or experience them in some way… go on to achieve them. During this episode, Neil tells the story of his experience in taking a team of laser technicians through a goal setting session. He takes the team through the SMARTER acronym and connects each letter to a different but all-important step in achieving their overall goal. And in the end, the group sets a huge goal – to go to Fiji in 12 months’ time, for a 7-day luxurious holiday. In this episode you’ll learn: How to revisit your WHY The importance of setting goals around what’s important to you How goals without a timeline are a dream How to follow the SMARTER goal setting acronym, for greater success How to break down your goals into simple bit sized pieces

This episode shares one of Neil’s infield training experiences, with a new BDM in the Aesthetic industry. The story takes you through a day of cold calls on the Northern Beaches of Sydney. Towards the end of the day, BDM Jenny, shares with Neil her disappointment when a hot new business enquiry had suddenly gone quiet. Has that happened to you…? Yes? Then revisit the steps to take, as their conversation unfolds. Share the emotional highs and lows that landing a new account can deliver, when it goes from about to close, to deathly quiet. Hear what Jenny did and how a secret email called the ‘Dragon’s Den,’ saved the deal. In this episode you’ll learn: What to do when a prospective new account goes quiet How to behave when you feel you’ve moved into the chasing game How Jenny saved the order, and secured both the commission and recognition she deserved Request a copy of the ‘Dragon’s Den’ email

This episode continues the journey towards building your Hair, Beauty or Body sales territory through new business acquisition and new accounts. Both skill and consistency are required to grow your sales territory through a continual and ongoing stream of new business. If you’ve been practicing the tips shared in previous GET TO YES podcasts, you’re likely thinking about the next question: How do I keep a cold call warm? Neil discusses the key differences between playing the short and long game, when building new business acquisitions. He opens with the many behaviours of the short game, why it doesn’t work and especially why it doesn’t work with larger accounts. He then breaks down, step-by-step, how to play the long game and treat a client like a client, so they become your client. His system also allows you to handle multiple clients at this early stage of engagement. The episode concludes with some simple tips to make your second call, effective and successful. In this episode you’ll learn: Why the ‘eager beaver’ short game of chasing cold calls and prospects, doesn’t work Why playing the long game of planning out your follow-up steps – to build trust and respect – does work. How to use a different follow-up approach that resonates with larger accounts Simple steps to stay top of mind A key question to use to secure more valuable information How to present that valuable piece of industry information

In this episode, Neil starts explaining the process of building a Cold Call Plan to approach larger, more prestigious businesses. He explains how the process has three steps – to prepare, execute and follow-up an important business meeting: The Pre-Call Plan The Call Plan The Post-Call Plan Neil breaks down each step and shares the all-important words to avoid when doing a cold call. Importantly, he warns that if you continue to use those taboo words, then salon owners will always erect figurative brick walls and you’ll continue to have difficulty in gaining new accounts. However, when the three steps come together, you’ll have a cold call plan that produces successful and ongoing business relationships. In this episode you’ll learn: The 5 steps of the Pre-Call Plan The 7 steps of the Call Plan The two different conversations – the question-based and the statement-based – and which works best The all-important words to avoid in a cold call The 3 steps of the Post-Call Plan When working with large accounts, how important is to say what you do and do what you say

In this episode, Neil continues to unpack the methodology around building a constant stream of new business. Early on, he highlights the fundamentals of successfully securing new business: being able to build a working plan and being prepared to do what’s required, when it’s required. Neil then explains the steps needed to build a working plan, that revolves around your territory plan. He dives into the metrics of a territory plan and how to maximise your productivity. Finally, he concludes with a simple formula that explains how many new opportunities you need to be in contact with, so that in-turn, you’ll regularly achieve your monthly new account budget. Throughout the episode, Neil focuses on how to identify and secure New Business that’s a good fit for you and your brand – no matter whether you’re selling to Beauty Salons, Skin Clinics or owners of Hairdressing Salons or Spray Tan Salons. In this episode you’ll learn: How to build a new business acquisition plan that delivers results How having a plan and consistent effort, achieves results Examples of unproductive sales territory plans The specific steps required to build your new business territory plan The metrics and key numbers you need to calculate for your territory How to calculate the number of new business contacts you need each month, to regularly achieve your new account target What role your self-management and personal discipline plan in achieving your goal  

In this episode, Neil discusses how building your sales territory via New Business acquisition (i.e. opening new accounts), requires skill and consistency. He suggests you should first learn to identify what’s a good fit for you and your brand, before you try to secure new accounts. Then your efforts will start to attract the path of least resistance, where flow, improved results and a high level of enjoyment and satisfaction follow. He also suggests researching and identifying the characteristics of your brand avatar and discusses the concept of better aligning your materials to talk to your brand avatar.

In this episode, Neil discusses how to secure sales growth from a sales territory. He suggests, that there are only two ways: get your existing clients to buy more or, get new clients. Both deliver growth, but which is the quickest and the most cost effective? Neil first discusses where to start, when you’re looking for sales growth. A lot of his sales mentoring clients start off by chasing new business, when they want to grow. Instead, his recommendation is to implement clear and simple techniques that stimulate extra sales from your existing clients. He discusses how to generate sales growth from existing clients using various ‘Push’ and ‘Pull’ techniques, and how to better partner with clients and help stimulate and increase their sales. In this episode you’ll learn: How to secure sales growth by identifying gaps in your existing stockists Be introduced to two effective sales stimulus – ‘Push’ and ‘Pull’ Sell-in needs ‘Push’ to be effective 11 examples of ‘Push’ strategies Sell-thru needs ‘Pull’ Strategies 9 examples of ‘Pull’ Strategies Different levels of language that are applicable to the size of business you’re working with

In this episode, Neil shares his three favourite closing techniques to use in the Salon Industry, that are comfortable, respectful and more importantly, work. The three types are the: Direct Close, Consultative Close and the Indirect Close. Neil breaks down all three and shares some simple yet effective examples for you to practice.   In this episode you’ll learn: How to dramatically improve their closing skills Examples of a Direct Close, and when it’s best used Examples of the Consultative Close, and how it to helps them find out the buyers’ thoughts and preferences Two different types of Indirect Closes How to tailor their closes to your product or service

In this episode, Neil discusses how everyone needs to master closing a sale – no matter whether you’re selling to Beauty salons, Skin Clinics or owners of Hairdressing Salons or Spray Tan Salons. Through his work as a sales trainer, Neil’s discovered first-hand how some sales people get very uncomfortable when they’re approaching the time to close the sale. This podcast breaks down the issues associated with closing sales and introduces some simple, yet proven techniques to improve your rate of sales closes, in the Salon industry.   In this episode you’ll learn: A clear understanding of what a sales close is That both the buyer and the seller need to agree, for a sale to proceed That you need to stop talking, to close That statements won’t close the sale How to use questions to close The three possible responses to your close That a MAYBE response is often a NO in disguise How to improve their closing skills

In this episode, Neil discusses something that every B2B salesperson experiences – whether they’re selling to the hair, beauty or body industry. What’s that? Buying signals. And if they’re read and handled correctly, they can significantly shorten your sales process and take you from a sales presentation straight to a close, in a comfortable and respectful way. In this episode you’ll learn: A clear definition of what’s a buying signal How most sales people respond to a buying signal, with an answer (and nothing else) How to respond to the sample buying signal, “How long does it take for delivery?” Neil shares two typical examples, of how answering the client’s question doesn’t necessarily progress the sale Learn how to respond with a polite and respectful question – one that will unveil what your buying is really thinking Exactly when to deliver your answer How to attach a trial close, to gain acceptance Examples of trial closes that help you gain more information

Neil continues to unpack the most common question asked by B2B sales people in the Hair, Beauty & Body industries, being “How do I handle Sales Objections?” In this third episode on handling sales objections, he unpacks the third, ‘private’ layer of objections. This layer is where the highly skilled, work toward maximum persuasion in the sales conversation. Neil recap’s on working with the Rule of 3 and how to move through the first objection layer and transition to the second ‘personal’ layer of objections. Once that second objection is unveiled, the conversation can then be turned from dealing with a sales objection, to dealing with a training opportunity. That’s when you’ll move from being a sales person, to a trusted advisor. In this episode you’ll learn: Revisit the Rule of 3 and how to apply it to the sales objection “We have heaps of retail and we don’t need anymore” How to move through the ‘public’ and ‘personal’ layers of sales objections How to explore what’s going on in the buyer’s mind, behind those sales objections The process, path and the questions to ask The power of discovering the ‘private’ objection By building trust, you’ll move from a sales person to a trusted advisor How and when to unpack your solution  

Sales objections can be highly frustrating for unskilled sales people, especially when you’re enthusiastically presenting your new retail range and you’re greeted with the obvious objection “We have heaps of retail… we don’t need anymore. “How do you respond to that? Neil continues to unpack his Rule of 3 for handling sales objections and offers real and practical examples and tips. By identifying that first sales objection as ‘public’, he goes on to share possible responses and how to further explore the objection so that you can move on to discover the ‘personal’ objection (or the second layer) which is where the real conversation lies. Now you’re no longer talking about an objection, but rather a training opportunity that you can solve. In this episode you’ll learn: How Neil use’s Anthony Robbins saying “Success Leaves Clues” What to focus on after your sales call How your phone can become your greatest learning tool A deeper understanding of The Rule of 3 Discover the key question to move beyond the first ‘public’ objection to discover the second layer, the ‘personal’ objection How to avoid using leading questions How to turn a sales objection into a conversation

Neil opens this episode with the question that he gets asked most, by B2B salespeople (or those people that are selling products to Salon Owners – be it beauty salons, skin clinics and/or hairdressing salons). That question is “How do I handle sales objections?” Neil shares his Rule of 3, which covers Public, Personal and Private objections. He also discusses which objections you need to ignore and which ones you need to ask more about. In this episode you’ll learn: A clear definition of what a sales objection is How to handle a sample sales objection, such as “We have heaps of retail and we don’t need anymore.” How unskilled sales people bash away at that first ‘public’ objection, with no success You’ll be introduced to the Rule of 3 An explanation of the three types of sales objection you’ll face – Public, Personal and Private Learn that in most cases, the first sales objection is a fob-off or an excuse How to respond and handle that initial ‘public’ objection Key questions to ask to gather more information Practicing questioning skills

Your sales lead data base is the key to post-expo sales success. Neil explains how you need to define whether your goal is to gain a short-term sale, or to build a long-term relationship. He also shares some strong views about keeping your sales team out of the ‘chasing’ game in the post-expo period. Other areas covered are how to plan and practice your sales team’s approach with different types of clients, and the importance of managing your numbers through a dashboard report. In this episode you’ll learn: How to manage your expo lead data base – because the sales you make is connected to the way you manage it Clear sales tactics that you can employ to build a client relationship Keeping your clients warm and approaching with respect, especially at the upper levels of the industry Mapping and practicing a post-expo sales approach Sales team delegation, diligence, management and reporting Creating urgency

Managing your stress during an expo is the difference between feeling like you’re running non-stop and enjoying your expo, knowing you have solid systems in place. Neil discusses the importance of having a great lead capturing system, the various ones he’s used, as well as some of the big mistakes he’s seen companies make at expos. He also introduces the concept of a bridging strategy, that’s designed to seamlessly turn your expo time into real sales, post-expo. In this episode you’ll learn: An easy way to collect accurate contact information from leads Have a clear plan to connect the expo experience to the next step after expo Different ways to collect information from the contacts you have at the expo Some of the mistakes companies make and how it’s cost them dearly How to build an effective bridging strategy How to make the post-expo meeting an extension of the expo  

This episode challenges the basic beliefs of a sales person. Many of us have experienced the sales person who believes that it’s their job to engage the prospect or buyer. It’s not. Neil explains his belief that it’s his job to conduct himself in a way where people want to engage him – which makes a big difference to the conversations he shares. He also doesn’t like to sell until he’s asked, and he shares with you why and how. Finally, he discusses how to adjust your conversations to suit different grades of salons and clinics. In this episode you’ll learn: Who is your AVATAR? Your ideal client Experiences with qualifying delegates Key questions you can use to gain attention and engagement A great qualifying question Turning a company’s presentation on its head by shifting from telling to asking The different ways you need to communicate when you’re talking with large vs small clients

How do some exhibitors adjust their USP conversations for different clients and exactly what are the various types of expo experiences you can create? Neil identifies three different types of exhibitors and shares different learning experiences that he’s had over the years. Expos are filled with exhibitors, each using various methods to impart their information – Neil explains the three layers of imparting information and identifies the most successful approach to use at expos. From now on, you’ll never forget that not everyone needs to know everything to buy. In this episode you’ll learn: USP is your brand’s Unique Selling Proposition The 3 different types of exhibitors The Positive The Wasteful The Young and Inexperienced The 2 sales personalities at the bar The 3 layers of unpacking your pitch Introduction Layer Information Layer The Detail Layer Not everybody needs to know everything to buy

Neil starts the expo journey by sharing some of his personal expo encounters and a powerful learning experience, from one of the world’s top brands. A lot of companies claim that expos are different these days – they’re no longer about selling – but that’s not always the case. Neil talks about the exhibitors who do best and what they do to ensure they build a successful exhibition, right from the start. Want a hint? Having clarity around your purpose, is the key. In this episode you’ll learn: Ideas to improve your financial return and sales team’s motivation An experience - Salon International in London TIGI & Toni & Guy Three types of exhibitors Sellers Promoters Brand Builders The power of knowing your purpose Clarity for your sales team Presenting your USP Training your staff prior to the expo Make it easy for people to buy

Neil Osborne introduces his GET to YES Podcast series through an interview with Radio Hub director, Cooper Silk. This initial podcast covers some of Neil’s background and introduces you to the first 5-part series of episodes. It opens where a lot of brands start their journey – at Trade Shows, or Expos. The conversation builds around what to expect from the podcasts and the types of sales tips that listeners will learn during this initial podcast series.