Naomi Rozenfeld is the EVP of Revenue at Wix Answers, where she leads the global Marketing and Sales strategy. Naomi is passionate about helping companies and start-ups provide best-in-class customer experiences and transforming the way companies provide Customer Support. She was previously the Director of GTM at Wix Answers and Head of Product Marketing at Wix.com. Prior to joining Wix.com, Naomi was an Entrepreneur and founded two travel start-ups.
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Highlights
Naomi’s Journey
Naomi shared that quite a long time ago; she started her journey as an entrepreneur. She always had this dream to build her own business, be her own boss. And she set out on that journey; she would say a pretty young age. She started her first startup, she was always very passionate about the travel space, it seemed ripe for disruption, or there were a lot of startups trying to tackle a lot of everyday problems that people had when it came to traveling.
She founded her first startup with two other founders, which quickly actually turned into a full on business that was just running already by itself. They had won a really big tender from the Jerusalem municipality for travel and very quickly just became a business. She sold her shares there and she went on to found the second startup with another founder, also in the travel space, trying to tackle a completely different problem, which was more about travel marketplaces and just travel ideas.
And that one pretty much hit her in the face. She would say about a year into it, her co-founder and her had very different views of how they wanted to take that startup forward. And she’d found herself pretty much one year with a startup that she put a lot into just basically fizzling. So, she pretty much hit that 99% statistic of startups failing.
And at that point she had a friend who she’d known from one of the accelerator programs that she was part of that said to her, “Hey, I know that they're trying to build a product marketing team at Wix, would you be interested if I connect you to somebody?” She was kind of broke looking for a job that was a little bit more stable and going to provide her with a little bit more stability. And she said, “Sure, why not?” Her idea was to go to Wix maybe for a couple of years, save up again and go back to being an entrepreneur. And here she is, six and a half years later, still at Wix.
What Does Wix Provides And Meeting Customer’s Expectations
Naomi shared that Wix is a pretty well known as a cloud-based web development company that makes it easy for anybody to have an online presence. And that could be everything from creating your website online, your portfolio, regardless of what business or vertical you're coming from. And also to provide you with all of the tools that you need in order to maintain and to run your business on a daily basis. So, everything from managing your bookings to your payments, to your customers and all of that communication is pretty much what Wix is known for in the industry. And she had pretty much started in the marketing department, heading the product marketing team there. And there's always been a very, very huge focus as a SAS centric company on product.
And everything that they did in terms of marketing was about how do they enable their users, how do they inspire them? But there was always a very strong connection to the product.
And she would say about a couple years into her journey at Wix, she had heard about this new B2B product, something completely different than what they were doing at Wix. Wix is a very successful and large B2C company, today they have almost 200 million users around the world and there was this new initiative starting kind of inside of Wix that was looking to go to market. And basically what it was, was looking to take their home-grown, in-house built platform that they use for customer support at Wix, and to start basically offering that to other businesses. She was super intrigued; she met with Elad Eran who is the CEO of Wix Answers.
And he was basically running this project from day one. And she had met him for a cup of coffee, and she had heard about his vision. She would hear about customer support as something that was completely new to her. And she had known a lot about marketing, a lot about obviously like web tools being part of Wix and suddenly there was this new product that was completely unrelated to Wix, for total B2B in terms of its business model and its needs that was looking to basically launch out of the larger wix.com.
And she heard about his vision, she heard about this story and at that point, her knowledge on support was maybe Zendesk. She had known that Zendesk was a tool that you use, obviously for customer support for more than that, she didn't really know. And she was so intrigued and excited to hear about where they saw this product going and that the same pain point that Wix was trying to solve for many years ago and building out this own in-house technology that was now also very relevant to other businesses 10 years later, she really want in on this. And, pretty much from that point, the rest is history and she has been with Wix Answers since that point.
What Are Some Ways Wix Differentiate From Other Service Providers
Naomi stated that this is a really good question, in terms of tooling and obviously looking at this industry, which is a very saturated space and a very competitive one at that.
Any business, regardless of how big or small you are, you're always going to need tools to communicate with your customers, that's really pretty much like the heart of every business is communicating with your customers and supporting them. And she thinks what really is different about Wix Answers is the story that kind of lies behind how this product came to be. And it's a lot like AWUS when you think about it; the only difference is that they didn't really create an industry. They were a real business that they were growing super fast. Wix was at the point of this tipping point of explosive growth; their users were growing by the millions.
They were a SAS centric company; they really needed ways to connect the product teams, the marketing teams with the user voice. And from day one, they've always been very centered around capturing that user voice in terms of their future roadmap, their strategy, and really understanding where they were going as a company.
They looked in the market for tools and nothing really was able to capture all of that, nothing was really able to connect all of those dots or put knowledge at the hands of their users in the way that they had imagined it, nothing was really kind of connecting support to the internal part of the organization. It was always those traditional help desks, where you expect your users to go open a ticket, get a reply, and then you just solve that ticket and you're done with that.
And they saw it as much more, they knew that their product teams are their future roadmap would had to be connected to the users. So, they set out on this journey to build this tool. Now, if you look in the market today, there's a lot of different solutions that offer basically everything, you can connect all of your different channels. You obviously can have a lot of timeline view of your customers, but what really sets Wix Answers apart is the way they built the foundation of it.
So, all of your channels are just seamlessly connected into one single timeline. So, regardless of whether a user or a customer starts to chat with you, and then they want a call back, or they want to get an email, or you want to follow up with an article, everything is just the seamless transition between channels.
And that's just pretty much a by-product of them building their own in-house technology. So, they don't have third-party apps, and they don't have third-party vendors that are integrated into their platform. Everything is just pretty much built in into one really cohesive product and platform.
And the end result is that your users have a much more seamless transition between any of your channels. You obviously have much pure and better customer data and just data at all. And the agents have one interface that is like that single source of truth about your customers. And that she would say is pretty much one of the biggest differentiators that they have today. And when it comes to like scale and doing things in high volume, they know a thing or two about that in terms of growing really quickly.
And there's a lot of businesses that they talked to today, whether they're startups or even really large scale operations that do things at high volume. And when you're trying to do something at high volume, and you need to move the needle just a little bit, even if it's just 1% or just a small fraction of making changes that has really large implications.
And what they found is that even smaller organizations like startups that were very lean and needed to move really quickly were suffering from the same thing that really large businesses were suffering from. And that was just a high dependency on development and high cost of running their operations, because they really needed that R and D dependency in order to move or to execute anything within the support organization.
And the way they had engineered and designed this platform was that pretty much, if you want to make a change between now and tomorrow, you want to launch a new channel, you want to change your entire help center. You have to pivot, or you need to just really quickly adapt, you're able to do that without having to go to a project manager, who's going to build it out or plan it for you. You don't really need the developers to obviously start building that out for you and then launch. And that ability to go faster than ever, and to move and to iterate in a much faster way is really, really impactful for businesses today, especially when support and CX is really like the heart of any business and organization.
Me: I agreed, totally agreed. So, Wix has definitely been able to bridge that gap for a way that customers can communicate with their clients in a very easy, seamless, frictionless way. And people don't like to jump through hoops, the less steps that they have to take the, the much better experience that they have. And you want them to feel motivated to interface with your platform.
App, Website or Tool that Naomi Absolutely Can’t Live Without in Her Business
When asked about an online tool that she cannot live without in her business, Naomi stated that she’s not sure that she’s going to be that creative with this one. It might actually sound a little bit mundane, but she feels that LinkedIn has pretty much changed her life and so many people around us.
She remembers when she started at this, business cards were a big deal, they still are. She has a whole bunch of business cards sitting in her bag waiting to be given out probably the next conference, if they'll have one in the near future given this whole COVID situation.
But LinkedIn really made it easy to get to people that you would otherwise have a hard time getting through to. And she finds that so many interesting conversations, partnerships, relationships have just started on LinkedIn, and it's just become like a tool that she really can't live without, regardless of whether if it's on a personal connection level or even within their business. Just reaching out to people and striking up a conversation around subject matter that's important to you, it's just really become easier than ever thanks to LinkedIn.
Books That Have Had the Greatest Impact on Naomi
When asked about books that had the biggest impact, Naomi stated that there's a book that she read actually many years ago, it was about 5 years ago. She read this one with her son, they made it kind of like an everyday thing that she would read to him chapters in this book. And it's actually written by RJ Palacio and the book is called Wonder, and it's actually a children's book.
She always thinks that somehow children's books always have like very interesting messages about life in them and this one really kind of got to her. It was a story about a friendship and just how raw human relationships and how complex they can be sometimes. And obviously this was written for probably children between the age of 10 to 12, but it was just a really wonderful book that was just drawing a lot of depth in terms of human nature, friendships, fear, courage and that one kind of stuck with her.
Another book that she actually just finished as of recently, that's more in the adults playing field is called Play Bigger: How Pirates, Dreamers, and Innovators Create and Dominate Markets by Al Ramadan. And this one's a very interesting book as well, they kind of title it as how pirates and dreamers, innovators can create and dominate markets.
And what she really, really loves about this one is that a lot of the way we look at things is just the mindset. And sometimes to really succeed at something, you just need to change the conversation or change the category, or just change the way you approach something. And it just really comes from this place of not being the follower, but just trying to find different ways to lead. And that's been a book that she will probably be revisiting again, very well-written and some really good ideas in that one. It's called Play Bigger.
Advice for Business Owners to Have a Successful Business
When asked about advice that she would give a business owners to have a successful business, Naomi mentioned definitely focus.
It sounds really simple and she can say first-hand, she has always struggled with this herself. Also, in the businesses that she has built and also with the teams that they lead today, especially when you're working with talented people that have a lot of different ideas and especially when you're building any new business, you want to pretty much just tackle it all.
And she would just say that sometimes focus is something that actually really motivates the teams, it sounds a little bit contrary or counter-intuitive because you can have a lot of really great ideas and people get highly motivated by them, but then trying to tackle too much too soon or not, all of your areas of strengths can sometimes be very de-motivating to teams and people that are helping you obviously grow your business and create the strategies and taking things forward on a daily basis. So, focus has tended to be something that, where she feels when there needs to be a push to motivation, just to look at everything, look at that one area that you can really do well at, obviously involve your teams, talk to them, and that focus has a tendency to kind of invigorate that sense of like, “Okay, we're really going to go after this. We're going to tackle it and we can really win.”
What Naomi is Really Excited About Now!
Naomi shared that there's a lot of things that are going on right now. There's definitely a project that she thinks they've been working on really, really hard that she knows is a cross team effort and was something that was really new and different that they were trying to launch.
And it's a new community that they're going to be launching next month, that's going to actually be in the space of customer experience, and they're looking to really create a whole new conversation with people and connect them in a way that they haven't really been connected before in this space.
And it's been something that they've been planning as a team for a very, very long time carefully considering the leaders, the brands, the emerging technologies and companies that they really wanted them to be part of this conversation. And she knows it was a huge cross team effort that they've been basically putting a lot of resources and focus on that. She would say that that's something that right now they're super excited about, and it's going to be a really big one for them in terms of successfully launching this next month.
Where Can We Find Naomi Online
Naomi shared listeners can find her at –
LinkedIn – Naomi Rozenfeld
LinkedIn – Wix Answers
Website – www.wixanswers.com
Quote or Saying that During Times of Adversity Naomi Uses
Naomi shared that there's something that kind of stuck with her, she thinks more so as a woman and as a woman in business, also as a mother, she has two boys, but also a girl. So, she understand that the way that we want to sometimes lead things and prove our independence, sometimes we need to push a little bit harder than some of our counterparts.
And there's definitely a quote that kind of stuck with her from Ruth Bader Ginsburg. It went something along the lines of, “My mother always told me to be a lady. And for her, that meant to be your own person, be independent.”
And that's something that she pushed through on a lot is just being really, obviously your own person, to be independent, but also from the aspect of being a woman and what that means today, especially in the business world and leading teams and to see women obviously in positions of power and making really big decisions, that for her is like a quote that goes really far.
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Patricia Lohan is the creator of Feng Shui Mastery and the Author of The Happy Home: A Guide to Creating a Happy, Healthy, Wealthy Life. Patricia Logan helps women make their home magnetic to money, luck and blessings. She shows you what they don't teach in school, what lies between the lines, your top secret tool for success. She is a Feng Shui expert, a healer and a passionate female entrepreneur who has shaped her dream life living in Bali with her husband.
Patricia has a gift making feng shui simple and easy to understand and implement. She has helped thousands of people across the globe embrace Feng Shui and create long lasting changes in their homes, lives and businesses. She has seen firsthand the power of mind, surroundings and inner healing, clearing and aligning everything so it works holistically.
Questions
Highlights
Patricia’s Journey
Patricia shared that she actually got her first books about Feng Shui when she was 16, and she had no idea how she found it or came across it, but it really just struck a chord with her internally and she felt like her soul knew what she was meant to be doing with her life, but she didn't. But she really was so just enamoured by the process of working with your home and they had moved house many times, her parents bought houses and then upgraded them and then would sell them and they'd move to another house and upgraded.
So this experience of moving from different houses and seeing very dramatic shifts in what was happening to the people in their life, like their family, as they move from one house to the other, like their family didn't change. But the experiences they had changed a lot between financial experiences, illness and lots of drama in one house to another house that her parents business went so well and they made loads of money, but lots of people were sick. So it was very interesting that was going on when she was tuning in to asking for books about Feng Shui.
Now as she looks back on that time, it just fascinates her so much. But that was really where it started. And then in her late 20s, she moved to India and became a yoga teacher and trained in lots of holistic practices. And when she came back to Ireland, she was working with clients, hopping the release trauma and doing really alignment and energy work for them as people internally. But what happened was she decided she wanted to find herself a new apartment and she also wanted to find her husband and meet her husband to be. And she set up her new apartment for love. And very soon afterwards, she met Ken and she had used lots of Feng Shui principles in her home to call in her soul mate, her husband. She met him very soon afterwards and actually he had used Feng Shui also.
So, it's a quite a synergistic process that she was led back to Feng Shui to fall in love. And everyone started asking her, like, “How did you meet Ken? Oh, my God.” And all of her single friends like what did you do. But when she met Ken, she realized, Oh, she can use this Feng Shui for, like money and for her career and for her reputation and for all these other aspects of her life. So, she dived down the path and so did Ken and they both did Feng Shui together and dived into becoming Feng Shui consultants and experts and training much, much deeper level. And they did it on their home together.
And all of a sudden she was getting huge contracts. She actually had a huge six figure windfall and lots of things just changed. And it was very visible change from a year earlier. She was cycling around Dublin making Five Euros and teaching a yoga class to now being in a pretty much a new car, a million dollar home, making lots of money and everyone's like, “What's just happened?” And she’s like, “Well, we just started doing this Feng Shui for ourselves. And all these things started flowing.”
So, it just made this huge shift and that obviously more people started asking them. That's how she and her husband really dived into the practice. And she never set out to be a teacher of Feng Shui. But what happened was everyone started asking her and she just was like, okay, let's do it. And that's what's unfolded. And she’s excited to speak to Yanique because your theme of like about customer service and how they've transformed the process of teaching and helping people Feng Shui their homes to an online experience but it’s really around very customer and client centric. So, yes, that's how she got it, very short story version of it.
Me: Wow, that is truly amazing. So energy flows where energy goes. And it's so amazing when you give a lot of energy and effort to a particular practice how abundance just follows you in different ways, that's what I really got from what you said just now.
What is Feng Shui and What Does it Entail?
Patricia shared that essentially we can fluctuate anything. So, if you live in a small, tiny home to a big mountain, to an apartment, you Feng Shui anything. And a lot of people think what it is, is moving furniture, hanging weird frogs in your house and weird things like that and knocking walls. And actually, for her, how she like to describe Feng Shui is actually it's like acupuncture for your home. So, you go to your acupuncturist, she checks what's going on. But she's looking kind of at you physically, but she's checking what's going on with your pulses and looking at your tongue and really diving deeper into the energetics of tapping, it’s like working with the invisible stuff that's happening in your body.
And that's essentially what she does with Feng Shui is actually, they work on the hidden energy of your home and do acupuncture for your home. So, it's a very ancient practice, it's 5000 years old and they work with five to five elements theory, which is working with fire, water, metal, earth and wood, the same as an acupuncturist would. And essentially, as they do that, they bring slow to a home. So, when you bring the sense of energy and flow and balance to a home, it really allows and supports them to grow and really connect with what their purpose is in life.
When Feng Shui is kind of brought to the west, it was brought in, “Oh, put a chair and put the bed here and sit this.” And that is one tiny aspect of it. There is a little bit of that in it. But for her, most of the time, she doesn't care where your couch is or your bed is. She’s much more concerned with what's going on in your life and how your home could be actually holding you back or causing the struggles in your life. So, it sounds a little bit mad, but this is what her experiences with herself and her clients, they come to her when something's not moving.
So, whether they want to call in love, whether they're not being seen in their business or they're not making the money they desire or the kind of feel kind of jinxed since they moved into their house, things have started going wrong or just not flowing like they really are. And they're working hard, but not getting the results they want. And she’s like, hey, there's this resource like working with the energy of your home that can support you. And that's where this flow starts to come into place.
That sounds brilliant. So, as you know, we are a customer experience podcast. And we have a lot of listeners who are small business owners, medium sized business owners, or they work in organizations where their responsibility or core functions require them to really enhance, develop, and energize their customer experience. It's been a very odd year globally with the COVID and everything and just everything that's happening. And so, if someone was listening to this interview now, how is it that they can actually use Feng Shui, maybe two or three things that they could do that they're not doing, especially if it's a practice that they've never done before in their lives, like where would they start?
How Can Business Owners Use Feng Shui?
Patricia shared that she absolutely loves this question because for her, the very first place that you start is at your front door. So, like the entrance where you come into your home, very much so, we kind of take for granted our physical environment and we don't give it enough time and attention. So the very first thing is like when you arrive home, what's the first thing you see? Is there like weeds, is the welcome mat all tattered, are there like these cobwebs, is the door like tacky, really what you want is when you arrive home, you want to feel good, you want to feel excited to be able to come into your house like, “Oh, I'm so happy I'm home. I love this. I love nice and clean. It's bright.” So first off, I always start there.
And then when you start there, it's like, is the door easy to open? Is it actually easy to open? Because what they're looking at is your house actually is almost like a person and it has eyes, the windows and the mouth is the where the energy, where all the things flow in. So they wanted to make it easy to get in and also attractive and easy to kind to attract it all in also. So make sure your front door, it's easy to open and then coming in and just seeing what's the first thing you see, do your spirits rise or fall? And then just have a look and see, well, what could I take out of here that's blocking that energy, that's making it feel a little bit hard. The next thing she would recommend then is also just wandering, like literally pretending this is the first time you've walked into your house and looking around and being like, does this make me feel good? Am I holding onto this because somebody gave it to me that I don't even like, a piece of art on the walls, whether it's like something that's broken or cracked.
All of those things are like depleting the energy of that part of your home, but also kind of subliminally affecting you. So, for example, if it's like a door that's like stuck or hard to open or if there's something that just feels awkward or hard, those little friction points about your house, you'll notice that if you just decide, “Okay, I'm just going to like fix that or tweak that or make this easier.” That, again, will just create more flow and make you feel better as well.
Me: So basic things in terms of when you just arrive, how the entrance looks, is it appealing or how does it make you feel, those things you need to be very aware of and just become very aware of.
Patricia agreed and stated that just become more conscious of what you have. And then the next principle of Feng Shui is, when she works with clients, they work kind on like the invisible energy, but it is also what's visible. So, most people are like, “Oh, don't come to my house, it's full of mess, it's cluttered.”
And she’s not the Feng Shui police and for her, clutter isn't like everyday stuff. So, she’s sitting in their living room right now and there's like a cup and a plate and a dish from earlier on today, that's not clutter to her, that's called life and she knows she’s going to clear it up after this and put it away.
And the books that are there, that's life, all of that, if it's kind of just surface things that are moving and changing all day, that's fine. But for her, clutter is you go into that cupboard that has not been touched for six months and you kind of are afraid of it. And you’re like, “Oh God, I don’t know what's in there.” Like that is really stagnant and that's where energy gets blocked.
So, there are cupboards or spaces in your home where it's just kind of like a bit like still things haven't been looked at. So maybe your filing cabinet for people in business, like go to your filing cabinets, go through it and clear out all of those old clients, the clients you didn't like, the clients didn't work out, any of the bills that you don't need records for anymore, like make space for new things, like as you release something, make space for new things. Especially entrepreneurs, she finds and in business that they keep and hold onto.
For example, if you studied something different or you used to have an old career, it's almost like they hold on to all of the journals and the books and all of the stuff to do with that business or career. It's like, you know what?
If you really want to focus on what you're doing right now, you don't need to keep your focus or keep a kind of a hold on all of that. Let it go and make sure your environment especially your working environment is really as inspiring as you can possibly make it.
She’s just back in Ireland and she’s in her office and there's a painting behind her that has the word smile kind of over her head. So, when she’s doing Zoom calls, everyone can just see this weird smile over her head and it makes her smile. And everyone is commenting, “I love that picture.”
And it's like, does it feel inspiring?
Does a space that you're working from feeling inspiring and feel happy to be there?
Because if there are things there that are not lined up with who you are in terms of your business and your work, that can really deplete your energy and you want to be as productive and creative as you possibly can be in your space.
Me: You brought some really, really valid points because as I said, it's been a very unusual year and a lot of people are working from home. And so, you're not leaving out anymore and going to a physical workspace where you're not necessarily in charge of that space because your employer would have painted a building or decorated the place to kind of have to brand values and core values of the organization. So it's almost like you're now responsible for generating the kind of energy you want in your own personal space to make sure that it motivates you to want to get out of bed and actually get the work done.
So I think this is so important, especially most of the articles that I've been reading, like on Business Insider or Forbes, a lot of organizations are looking for this long term work from home strategy, they're seeing the benefit of it financially as well as strategically. And they're really looking to extend it even past COVID. So, you really have to kind of personalize that space, as you said, to make it your own that you would feel very comfortable and it would generate the kind of energy that you need in order to get the work done.
Patricia agreed and shared that from that perspective, she does actually have a guide on her website, people can download it, How To Feng Shui Your Office and there are loads of steps with that about creating the space. But for her, it's like just looking, especially from now working from home, some people are working in their bedrooms, their offices, they may not have the luxury of having a separate office if you're like, “I'm here in the corner of my sitting room.” and for that perspective, which she doesn't talk about in the guide and she wants to talk about here, is that you can get that and go through the steps of the Feng Shui, the space.
But the really important part is about clear boundaries. So, making sure that where you're working from, her clients, and one particular client comes to mind in New York. She got her to get a closed sign. So, she has a separate office but she has a sign that she turns off because she literally would not stop working. She could not switch off from work. And she’s like, we need to close the door, we need to put a closed sign. And then on a Friday evening, you close the door; you're off like business is closed. And she said it has changed everything. She now has her weekends back and it's kind of like a fundamental off switch.
And the same goes for example, if you happen to be working at your kitchen table, you're working at your kitchen table, that's the current situation is what it is. But if you are like make sure start off your day, you clear everything off, you set yourself up for work and maybe you have a special cupboard in your kitchen that your work stuff just goes into when you finish and you put it all away and then maybe you put some placements out, put out some flowers, you set the place up in a different way to be different.
So there's a clear boundary between working on and off because that's kind of a really confusing thing around where we're working from home that you can kind of tend to, like, overextend your hours as opposed to really have some focus time when you're working.
Me: That's a very good strategy. I do have a cousin who works from home; I think she uses her dining room table. So, basically what you're suggesting is when it's Friday evening, she just packs up all of her work stuff and puts it away and sets up her dining room table for what the purpose it was built to serve, which is for eating, for family gathering and prepare for the weekend to embrace that, because maybe with the work clutter there, it will definitely impact her mentally and definitely probably not motivate her to want to relax because she's always going to be seeing it, it's in that central space there.
Recommendations for Working From and Being Productive
Patricia shared that actually is a great question. And first of all, she would like you to move around your space and just find a place that you know that you can set aside for yourself. And interestingly, she’s going to be doing a consultation with a client just about her workspace. And currently her desk is in her bedroom and what she wanted to say to her was like, “Let's get you one of those nice dividers, like a room divider so you can just separate it.”
She thinks this is a really big part is that you don't want to be going to bed at night, looking at your office and looking at your desk, that is the last thing you want. And talk about, like impacting your relationship, you're literally sleeping with your office, with your work, in bed with work. Who wants that? Nobody.
So, it's about just that clear boundaries of like, whether we're going to do a room divider. The other thing that she really likes to emphasize is just about like having yourself like a good I'm the boss chair. She was on a News TV show in the US, it was last year. And one of the jokes was saying like, get yourself an I’m a boss chair, like a proper strong back chair, with a nice high back that supports you, that you feel comfortable in for working from, and in a position where you can have maybe the wall behind you, where it's bright and well lit, where you can see the door ideally.
But if you can't, that you have some space around you. She sees a lot of the times like oftentimes when it comes to setting up your workspace, it can be a bit like it's an afterthought. It's like, “Oh, I'll just squish myself in the corner.” It's like you want to be the CEO of your business and you're pushing yourself into a little corner like you're not allowing yourself the space of it. And you think about like CEOs and entrepreneurs, like of big huge companies, they get the best office, they don't like hold back on creating this space that is a mirror representative of what they want their business to be like.
So, she often say to people, pretend that you had clients coming to you, pretend that you had meetings coming to you.
How would your office space look then?
And that's a very different way of like, wow, like how would I want to look?
Because even if nobody's going to come, you would create the space that would feel really good and welcoming for clients but also it's going to be inspiring for you.
Feeling Good About Yourself, Your Environment and Everything Around You
Me: So customer experience is all about ensuring that your customers leave feeling satisfied. Every business goes into business, I believe, primarily to solve a problem, whatever that problem may be for that client. Whether if you're a construction company and you're selling the tools necessary that the client will need to fulfil their project or in your case, if you're a Feng Shui Mastery expert and people are looking for clarity and they're looking to just get your headspace clear or if you're a customer service trainer like me, where people are looking to ensure that your customer satisfaction is at a particular level so their customers will keep coming back and that they'll have more repeat business and their customers become their advocates and evangelists for their business.
But when you think about customer experience and this is one of the things I teach. One of the core principles in one of our programs is that you must feel good about yourself in order to deliver a quality experience to someone else, because everything starts with you. And a big part of what I'm getting from what you're saying in your practice is how you feel about yourself, your environment and just everything around you; because all of that energy will impact what you pour out into your interactions with other people. What are your thoughts on that?
Patricia shared that she totally agreed with that. And for her, when you talk about customer experience, the best part of her job is the results that her clients get. And one of the things that the journey of really teaching Feng Shui came from, originally she would go to someone's house, she would do all of the work while she was there. She would have a consultation time with a set 3 or 4 hours, come in and have to draw out plans, have to do her calculations, have to kind of calculate, figure everything out while they are kind of sitting there, just kind of like doing their thing and waiting for her. And then she would give them all of the information in one go. And what she realized was that for them to get the best results they needed more time with her, they didn't need to be sitting around while she was doing all the work. And this is how they transitioned into online, where everything is done virtually, they send them everything, she has all the information from them and they are actually working on de-cluttering program.
They're actually working on de-cluttering while their preparing their space before they get their report from her to really implement it. And it's just been so fascinating in terms of the customer journey, because the more she has done it and extended their length of support because now they have like basically lifelong support with her in her online community to ask her questions, the higher implementations is as they drip feed the information to them. And that has led in better results in Feng Shui.
So, it's been this huge transformation to her that like what fed her with more energy to do it was seeing their results. And that makes her happy so she wants to do more of it. But the part of all that is that she had that results for her first. She had the success stories for her and now it's not about her anymore, it's about her clients successes. And they really focus on that and their success is the success of their business and their stories and what's happening to them is really the focus on it. So it's kind of this crazy spiral or this little infinity loop between them getting great results comes back to her to give her more energy to go and to get to really share the energy and the positivity of Feng Shui.
Me: I agreed. I strongly believe life is like a boomerang, whatever you give out, it comes back to you. And that's why you should live a life where you treat people well, do unto others as you would have them do unto you. Just ensure that whatever you are doing, your intentions are good and they are pure and your initiatives are all in the aim of helping someone else. And I believe that if you do that holistically on a day to day basis, goodness will always come back to you.
Patricia totally agreed and shared that when you're coming from a very positive place, like for her, with the idea and the transformation that we see with Feng Shui, it's the ripple effect that's so powerful for her.
It's like a lot of women who come and join her program, like 99.9% is women. And what's so fascinating is then she gets a message the other day from a client saying, “I just wanted to tell you and share the good news. My husband has just started a new business and he shared a video with some friend of his and he's got 14,000 views today. And he started doing this and this and this. And I'm so excited for him.”
She joined the program for her career and her career has been doing great things and great things. But now it's like this ripple effect, it's affecting her husband as well. So, it's this kind of everybody wins when they start working with your environment.
Me: I agreed. It's funny you just said that 99.9% of your customers are women, do you do you know why it is that men don't necessarily gravitate to Feng Shui as much?
Patricia shared that she doesn't know, because actually, it was the emperors in China, in the Chinese dynasties that were like the real advocates first originally. And she thinks it's almost a little bit like yoga as well. Yoga was originally just practiced by men and women were not allowed to practice yoga and now in the West, it's a complete different opposite. It's like 90% women and 10% men. And that's obviously changing.
But she feels like obviously, women are mostly the people who are the homemakers and they're in charge of the energy in their home, and they are the ones that are more committed to really working on, “Well, there's something going on.” And they are there are more intuitive as well. Like that's just a natural gift of women, so intuitive.
So they'll be guided more to this practice and go, “Hang on a minute, yeah since we moved into this house, like we're not getting on as well or financial things have been happening to us.” So, she thinks that's where it has ended up being more women.
App, Website or Tool that Patricia Absolutely Can’t Live Without in Her Business
When asked about online resource that she cannot live without in her business, Patricia stated Voxer. She hates typing anything and she just loves communicating with her team via Voxer. So, that is the one thing that she absolutely love. Just any voicemail app, voice app is so good because she loves talking, but she doesn't like sitting and typing and doing coffee or anything like that. So that's how she works. And it's like a walkie talkie app. And so, she can just communicate with her team really easy via voice.
Books That Have Had the Greatest Impact on Patricia
When asked about books that have had the biggest impact, Patricia shared that she just loves books so much. And what's coming to her mind is actually from a really good friend of hers, Denise Duffield-Thomas, who's written a book called Get Rich, Lucky Bitch!: Release Your Money Blocks and Live a First-Class Life.
She (Patricia) has been a part of her program for so many years when she was teaching yoga and earning Five Euros. And she’s a huge fan, an advocate of her work. And it's really just around a financial mindset and money mindset in terms of allowing yourself to receive more. So, that has definitely had an impact, her community has been really big. And another book that she absolutely loves is Think and Grow Rich by Napoleon Hill.
What Patricia is Really Excited About Now!
Patricia shared that they are in a huge place of transformation with their business this year. It has just been probably one of the biggest years for growth and transformation in terms of growing their team, improve their communication, getting more systems in place, but also doing a huge rebrand. So, their program when you introduced her was called Feng Shui Mastery, it's being rebranded to Powerhouse. And that just feels so true, it sings through on so many layers as in like powerhouse being your house, being a powerhouse. But it's also for women who want to be powerhouses and are powerhouses like it's just feels so good. So, that entire rebrand is so exciting for her.
And the other part of that is actually stepping to the next level where some of their clients are going to be joining her on a journey to learn to become powerhouse certified Feng Shui consultants and be able to support people in their communities. So, her mission is to raise the vibration of the planet using the power of Feng Shui one house at a time. And she’s not able to do it on her own. So, she’s excited to share it with some amazing women and they're going to be stepping up to really sharing this magic with more people as well.
Me: Powerhouse Feng Shui consultants, sounds like an army of people transforming the world. I love it.
Patricia stated, imagine all those powerhouse women. She just saw one of her team members created the hashtag Powerhouse Revolution. She was like, “Yes, that's what we’re doing.”
Where Can We Find Patricia Online
Patricia shared listeners can find her at –
Instagram – @lohanpatricia
Facebook - @PatriciaLohan.Restoring.YouBack.ToHarmony
Website – www.patricialohan.com
Linked In – Patricia Lohan
Quote or Saying that During Times of Adversity Patricia Uses
Patricia shared that the one thing that she always say is, “This too shall pass,” So, that is a really big one, it’s like this too shall pass. Nothing is permanent in life; everything is in transition and transformation all the time, change, death it’s all inevitable. Two things that are inevitable are change and death, there’s no need to be afraid of it and it will pass.
And then her favourite quote of all time is just, “Be the change you want to see in the world.” And she’s currently reading Ghandi’s Autobiography so that’s quite good.
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The ABC’s of a Fantastic Customer Experience
Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC’s of a Fantastic Customer Experience.”
The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty.
This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately!
This book will develop your customer service skills and sharpen your attention to detail when serving others.
Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!
Jas Takhar has been in the sales and service industry for over 25 years. Soon after deciding to try his hand in real estate, he co-founded the REC, and in the course of 15 years, has successfully propelled his team to the 1st place position in Canada under Royal LePage.
With 34 realtors and 10 support staff, the team advises and assists over 700 buyers, sellers and investors yearly across the greater Toronto Area, resulting in a total of over $1.5B in transactions. Jas’ area of expertise is in helping investors build out their real estate portfolios. Wanting to share his knowledge and experience with the masses, he wrote a book titled Real Estate Intelligence, which teaches others how to buy or sell real estate on their own.
Questions
Highlights
Jas’ Journey
Jas shared that he has been in sales and service now for 25 years. As mentioned in the bio, real estate has been 15 years for him. But he was always that kid, he was always selling, even as a young kid, in class, in school when he was probably 6 or 7 years old and the teacher said, who wants to help with selling ornaments during the Christmas during the holiday time or help with the book fair when the parents are going to come and buy books, he always had his hand up, he was very eager to do really anything with sales.
And then when it really kind of came home for him, it was when he was 12 years old, he got his first paper route, but it was in Toronto where for the Toronto Sun, where you have to knock on doors first to get subscribers. And even though as he thinks about it now, as he’s telling the story, he remembers heart beating, getting goose bumps, scared to knock on the door, but he always did, he always knocked on the door. And then it was fast forward to when he was 15, 16 years old, started selling shoes. Then he went into the banking industry with his client facing. And then he started selling cars for 3 years in the luxury kind of car market, Acura, Lexus and that's where he really was mentored by one of Canada's most successful owners, him and his family now own 8, 9 top dealerships in Canada based out of here in the greater Toronto Area.
But he took him under his wing, there was 3 brothers, but he took him under his wing, one of the owners, and just taught him how to sell, how to take care of people, how to ask for referrals, how to kind of tap into other people's network. And then 15 years ago, he made the big jump because in car sales, he realized that there was a ceiling in terms of how much he could make just looking at what some of the people that had been in the business for 15 years, what they were making. And so, once he decided to get into real estate, as they say, the rest is history. He’s proud to say now that they have 37 realtors, he’s going to have his team make sure they make that switch in the bio, with 10 support staff.
Customer service is the number one metric they use and what he means by that is how many wow's can they get during the process?
Strategies for Provide White Glove Service to Customers
Jas stated that real estate is one of the biggest purchases that someone's going to make. And so, what he decided to do, not really once he got into the business, because 15 years ago he was still learning it and kind of getting an idea of how he was going to make kind of a dent into the marketplace and get market share. And what he came to realize was that a lot, and just like in any sales profession, if it's insurance or car sales, real estate, if you're an Advisor, a Consultant, really the bar is set low. He hates to say it, he owes everything to this industry like the sales industry, but he thinks salespeople are the least trusted professionals. So knowing that, knowing that the bar is not set that high and so what he started doing really within about 2 or 3 years is asking customers. He was like, “What are your expectations?”
And so, a lot of people would be kind of blown back, like blown away with that question, like, what do you mean? He’s like….
“What are your expectations in this process? Are you looking into buying quickly? Are you wanting to wait? Is this a long term investment or is this something that you want to buy and flip or do you expect me to answer your calls every single day? Whatever it is, I just want to know, Mr. and Mrs. Client, what are your expectations?”
Now in the back end, the reason he was asking this question is because one of their company models here is that exceed expectations, client’s expectations. Well, the only way to exceed them is if you know what they are.
And so, he would get people telling him, “Well, I want you to answer all my calls every single time I call, even if at 11 o'clock.” And he was like, “Well, that can't happen, that's not who I am.”
And so he was able to start to set barriers right at the start. What he also realized in real estate that most salespeople were always calling outbound and asking if somebody wants to buy, sell a home. So a service that he offered and look for anybody who's listening, who's in sales, he thinks you can do this in any industry. When they started was a real estate concierge service, it's absolutely free, there's no cost.
And so anybody who's listening, actually anywhere in the country of Canada, he’s based out of Toronto, but it doesn't matter where you are. If you need a plumber for your home, your principal residence or an investment property that you have and you need a plumber or an electrician, they will vet one out for you. They do all the heavy lifting, they do all the work, majority of the guys and gals from a service provider perspective are already on their list but if they don't have somebody in Nunavut, which is like a very far north cold place in Canada, they will go find them for you and there is no cost for that service.
What started to happen is clients were starting to say, “Wow, that is so different and you're not charging for it?” “No. In fact, I'll even go one step above Mr. and Mrs. Client. If there is a property that you're looking into buying and in our backyard or somewhere else in the country and you just want a second set of eyes, we will be that for you?”
Meaning like how you go for a second opinion with the doctor, let us be that for you. Well, people were blown away, they started to look at us like they weren't even real estate people anymore. Like, “Okay, great. Thanks for all the education. Can you put me in touch with the real estate agent?” That started to happen because they didn't think about the transaction. They started to think about how can they not only do business with Luke, the buyer, seller, or investor, but I know that on average he knows 200 people.
So, if he knows 200 people that also know 200 people, because that's a statistic, everybody would agree. He probably know about 200 people approximately. Well, that means his network now is 40,000 possible people to do business with.
And so, when you think about it from that mindset, it's like, “Wow, okay, all I got to do is take care of the first person who does business with me.” And then onwards and onwards. Rather than how do I sell this person, how do I manipulate or one thing that a lot of the sales coaches talk about and each to their own and their own business models.
But a lot of the sales coaches will talk about, “Well, you got to handle their objection.” What are they, a hockey puck? You're handling them with a stick, that's not how this works. Be nice, picture everyone as your best friend, your grandmother, you know, ask why they would want to buy it. Why are they buying this property? Find out their motivation, dig deeper, get to know them.
And so, to come full circle in terms of one or two tips, number one is offer more value than you're getting paid for. So, for example, he talked about the real estate concierge service being the second opinion, try to become the authority in that sense.
Number two is that he gives away all the information for free. You mentioned there's no cost for that book. And so, anybody, even if you're a real estate agent in his office, come to his office, he’s to the back. There's no cost for this book, it's absolutely free. They have an audio version, they have a PDF version, and they have a hard copy. Whatever which way you want to consume it, they’ll will give it to you, again at no cost. It actually talks about how to buy your own home, how to sell your own home, how to invest on your own. And some people in the industry and quote unquote of his competitors would say, “What are you doing? Why would you give them all the information that you're supposed to charge for?”
Because there's a little site that's called YouTube and Google that anybody can find out on their own how to do these things, they don't need us. And so, why not be the person that's out there giving the information for free?
And he can tell you, firsthand experience, you start to be looked at as not at and please anybody, don’t take this the wrong way, but not being looked at as the sleazy salesperson who only has commission breath, you start to look like somebody who cares. And he hopes anybody who's listening to this podcast and your viewers and listeners, you authentically care. Like, this is something that you really care about. You care about the person; you're not trying to manipulate them or trying to rip them off. And so let others see that and feel that from you.
How Jas Stays Motivated
Jas shared that his why is very strong. His why and his life is really to inspire as many people as he possibly can. For him it's very neat because he'll never hit it. He'll never hit inspiring everyone; there are 7 Billion people on this planet.
But he just loves the journey, he loves doing these podcasts, he loves doing videos, he loves writing articles and getting out as much as he possibly can.
Why? Because he was born and raised in the north part of Toronto in an area called Rexdale, where there really weren’t a lot of role models. You kind of see people selling drugs on the side and there's some crime in the area. And he grew up in that area with as he mentioned, not a lot of role models.
And so, he’s not Uber successful, in his own eyes, he’s not; he’s just Jas Takhar, son of Ajmer and Kuljit Takhar. He won the lottery in 1981 when he was born in the family that he was born in, he’s blessed, so grateful and especially when his parents came to Canada 8, 9 years before he was born.
And so, now he wants to inspire people. And so, for him, he wakes up, he springs out of bed; he has a very tough time some nights going to sleep because in a good way. He’s very anxious, can’t wait to get back at it. He has two little boys and he knows that they're looking up to him. One is 7 and one is almost 5 in a month and a half. And he wants them to be proud of Daddy.
And he’s leaving a legacy, that's why he does a lot of a lot of videos; he probably put on about 20 pieces of content on all the platforms, on all platforms daily. Every day he puts out about 20 pieces of content and the reason is because he was just telling somebody this in his office yesterday, in his media squad, “I can't remember my dad's voice.” He stated his father is still alive, he’s like 73/74.
But he doesn't remember his dad's voice as a younger man because there are no videos. He doesn't have any videos of his dad; he probably has 18 pictures of him or something like that. But his sideburns and his bell bottoms back in the late 70s. His pops probably took it into the 80s too.
He doesn't remember his voice and how he moved, how did he interact with other people? He has some pictures 17, 18 pictures, his mom too, he can't remember his mother's voice and let alone his great grandfather, who was kind of like the godfather of the family.
His dad speaks very highly of his grandfather. He was lucky enough to know all his grandparents speak very highly of his great grandfather, he knows nothing about him. He passed away probably maybe when he was one or maybe just before. And he would love to have seen what he was up to and how he did things.
And so, he’s putting that out in the world now. And that's why he puts out so much content. So that is what keeps him self-motivated. He doesn't need a book to read and there's nothing wrong with that. He doesn't need a podcast to listen to, he loves listening to podcasts and audio books because it's something that he wants to get better at. But he wouldn't need it because he’s being pulled by something now; he’s no longer pushing towards anything. There's something that's bigger that's pulling him.
App, Website or Tool that Jas Absolutely Can’t Live Without in Her Business
When asked about online resource that he can’t live without in his business, Jas shared that from a social media perspective, it would be for him, it would be Spotify, the audio platform for him because that's where he just get his podcast, it's where he puts out his podcast. It's the medium that really changed a lot for him personally, from a personal brand perspective. He was not comfortable with video at the start, now he wants 15 cameras around at all times, he’s just having fun with it. He’s seeing how does he connect with people? Do they like this? So he’s having a lot of fun.
At the start, it was the audio platform that really allowed him the comfort in doing it consistently because people didn't see him, his insecurities didn't really have to play out as much because it wasn't visual.
And so, the audio, in general, believe it or not, his number one app that is the most important on his phone is his calculator. It is by far the one app he can't live without, maybe because there's a little chip on his shoulders sometimes, all the teachers said, “Well, you can't go to the grocery, because when you go to the grocery store, you're not going to have a calculator in your pocket.” But really for him, the calculators, because he’s calculating a lot of numbers all the time for his clients, for himself, he’s putting deals together, if he’s negotiating something, he needs the calculator. And so, he probably uses the calculator the most.
Books That Have Had the Greatest Impact on Jas
When asked about books that have had the biggest impact, Jas shared that he wrote the first book that he would have read would have been The Success Principles: How to Get from Where You Are to Where You Want to Be by Jack Canfield. Jack Canfield is the co author of Chicken Soup for the Soul. It's a thick book when you look at it and so it's kind of intimidating for him anyways, because he’s not the kid that was really good with textbooks and stuff in school. He was always drawn to personal development.
He’s in the process of writing his own book right now that should be coming out in 6 to 8 months in the personal development realm, because he was so inspired by so many guys and gals in that field. As he mentioned, a very thick book, looks intimidating. But wow, The Success Principles, the way that he wrote it, it's really in layman's terms. He understood it really quickly and then he executed.
And then the second one, he’s sure anybody who's listening to this podcast has read it, is The 7 Habits of Highly Effective People by Stephen Covey. He just was someone that he followed as much as he could. Social media back when he probably read that book in 2005, there wasn't really much in the social media world and so he had to do as much research as he can. He picked up his Franklin Covey planner and everything that Dr. Stephen Covey touched; he wanted part of it because he just thought he was such a brilliant, brilliant man. And that book, The Seven Habits, really is something that he probably has read 3 times and listened to the audio version 3 times as well. It's the one book, along with The Success Principles, both of them; actually, he probably recommend the most to his team, especially his younger interns that are with him now, because he just thinks they're written very well and most importantly, they're so timeless.
What Jas is Really Excited About Now!
Jas shared that the one thing that is actually works, they coincide with each other is the working with the people that he’s growing with right now, which he finds very interesting, because his 37 realtors that he has, they're independent contractors. These guys and gals are stars in their own right and they're out and about in the world doing their thing. It's his 10 core staff that's with him on a daily business on a daily basis that he gets to spend a lot of time with and some of them out of the 10 have been with him for 10 years and others just joined him 2 weeks ago. And so, he’s having a blast watching them grow.
Overall, it's this book that he’s coming out with that he’s most excited about because it's his turn now to give back as much as he can. And this book, “Removing Friction, How to Get Out of Your Own Way” is really something he’s excited about, because it's not a book that he is putting together that's taken 3 months to put together. It's still not even done, it's only 40% complete, but that 40% has taken a year and it's going to take another year and a half to complete. He’s so excited because there's so much effort, time being put into this. This is not going to be like a guide, like a quick guide, it's not something that he’s looking into even having quick sales; he wants longevity with this book.
He wants this to be spoken about like how he just spoke about The Success Principles and The 7 Habits where it's evergreen; it's going to last forever. And that's what he’s very excited about. It's his story, along with a lot of tactical tips on how to get things done and get out of your own way, because he’s such a big believer that 90% of success, whatever success means to you, is mindset and 10% is the actual mechanics/execution of it.
And the number one thing that he thinks when it comes to mindset, so that 90%, 100% of that 90%, if everyone follows along, it is understanding that you need to get out of your own way, that person that talks to you every second, you’re shutting him up or shutting her up sometimes or allowing them to speak, like that person inside you, really getting in line with that person, and he’s such a big believer in it and he wants to write about it.
Where Can We Find Jas Online
Jas shared listeners can find him at –
Instagram – jastakhar13
LinkedIn - https://www.linkedin.com/in/jastakhar/
Website – www.jastakhar.ca
Quote or Saying that During Times of Adversity Jas Uses
And so, the quote that he probably has lived by, he has embodied it, it was by Dr. Martin Luther King who said that, “You don't need to see the whole staircase, you just need to see the first step.”
For him, the reason that has always the first time he read it, Dr. Martin Luther King is a very special person. But when he said that and obviously has a lot of other quotes too, but that specific one for him was so important because he thinks so many people get caught up in how much they want to accomplish or what they want to accomplish and it’s usually very big and dreaming big and having big aspirations, that's amazing and you should. But then most people get stopped, they don't get started; they never actually take the next step. And when you come to understand that don't worry if you don’t see the whole staircase, you don't have to see how it's all going to unfold, you just got to take that first step because what happens is the right people and all the resources come will come into your life.
Me: Very true. All the people circumstances and events will present themselves to you and it will all line up.
Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest
Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners
Links
The ABC’s of a Fantastic Customer Experience
Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC’s of a Fantastic Customer Experience.”
The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty.
This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately!
This book will develop your customer service skills and sharpen your attention to detail when serving others.
Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!