Chrissy talks about how her twin girl shaped her life and helped her start a business.
About Chrissy
After accidentally ending up in the global spotlight for her unique identical twins, she was forced to create & grow a brand on the fly. She knew she needed to harness the power of the publicity they were getting. Fast forward 15 years, and now by combining her formal education with the real-world knowledge gained from her family’s growth toward global brand awareness, she has a deep understanding of how to help brands clearly communicate their stories, increase their influence & reduce the chaos experienced in the journey of being known, and she does so with proven Branding & Marketing frameworks and strategic PR.
https://www.facebook.com/Chrissybernal/
https://www.linkedin.com/in/chrissybernal/
https://www.instagram.com/chrissybernal/
I am inviting you to check out my resources page. It is completely FREE and has a ton information and some downloads. You can find it at resources.xpansioncode.com.
I have a YouTube channel that has snippets from my podcast. Check it out! https://www.youtube.com/channel/UCcVYzjRI9v-BCnSeB_mw-jA
I will be releasing new episodes every Tuesday and Thursday!
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[john_nichols]: what's up everyone welcome to today's podcast
my name is john nicholson this is expansion
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[john_nichols]: code radio we got a fantastic guest
today her name is christie bernard and christie
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[john_nichols]: i just want to welcome to show
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[chrissy_bernal]: thank you for having me i'm very
excited to be here
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[john_nichols]: i am excited to have you on
the show um you know and we were
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[john_nichols]: talking before we got started today and
you've just got such a wonderful interesting story
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[john_nichols]: i love it when guest on that
they know that that life has changed them
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[john_nichols]: in the
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[chrissy_bernal]: yeah
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[john_nichols]: way things come at you and then
it's it's wonderful about these things so christie
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[john_nichols]: give my audience a little bit of
background about you self and then we'll get
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[john_nichols]: into it
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[chrissy_bernal]: sure absolutely well you know before
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[john_nichols]: yeah
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[chrissy_bernal]: the show you and i were
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[john_nichols]: yeah
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[chrissy_bernal]: talking and i told you that my
girls were kind
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[john_nichols]: oh
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[chrissy_bernal]: of what shaped my career and i
have found that it actually
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[john_nichols]: yeah
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[chrissy_bernal]: happen like that for many people that
life kind of shapes your career for you
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[chrissy_bernal]: if you pay attention anyway and so
for me
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[john_nichols]: oh
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[chrissy_bernal]: while i always was interested in marketing
and advertising and branding and all of that
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[chrissy_bernal]: stuff it wasn't until my girls were
in
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[john_nichols]: m oh
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[chrissy_bernal]: they're about ten or eleven years old
and they were thrust into the global spotlight
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[john_nichols]: a
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[chrissy_bernal]: because
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[john_nichols]: m
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[chrissy_bernal]: they were so unique as identical twins
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[john_nichols]: yah
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[chrissy_bernal]: which i know sound
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[john_nichols]: m
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[chrissy_bernal]: interesting to say unique and identical at
the same time um
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[john_nichols]: yes
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[chrissy_bernal]: but they were they were recognized for
being really rare set of identical twins wherein
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[chrissy_bernal]: that one has a form of dwarfhism
called primordial dwarfhism so that that's fewer
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[john_nichols]: m
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[chrissy_bernal]: than two hundred people in the entire
world have this form of dwarfhism and she
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[chrissy_bernal]: actually has a variant of it that
they actually don't know what it is yet
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[chrissy_bernal]: so they said hers might even be
her own form of primordial dworfhism currently there
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[chrissy_bernal]: are six variants of
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[john_nichols]: oh
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[chrissy_bernal]: primordial dworfhism that they've identified
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[john_nichols]: a
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[chrissy_bernal]: and
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[john_nichols]: m
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[chrissy_bernal]: it was after they got thrust into
the spotlight i said oh my gosh we
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[john_nichols]: oh
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[chrissy_bernal]: have got to harness the publicity that
they're getting i don't know what the future
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[chrissy_bernal]: holds for them but i know
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[john_nichols]: yeah
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[chrissy_bernal]: that this something we need to take
advantage of and try and do something with
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[chrissy_bernal]: so we created
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[john_nichols]: my
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[chrissy_bernal]: their brands for each of them kind
of what they wanted to do at the
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[chrissy_bernal]: time and it's evolved as we all
do but
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[john_nichols]: m
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[chrissy_bernal]: we knew that we needed to do
something and crazy enough i had actually already
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[chrissy_bernal]: bought their domain names their first
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[john_nichols]: oh
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[chrissy_bernal]: and last name i bought that when
they were really really
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[john_nichols]: yeah
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[chrissy_bernal]: young something inside and me just said
by domains you're going
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[john_nichols]: m
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[chrissy_bernal]: to need him
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[john_nichols]: yeah
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[chrissy_bernal]: so now they get to
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[john_nichols]: m
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[chrissy_bernal]: use their domain names and one is
in country music and then the other one
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[chrissy_bernal]: has her own online jewelry business and
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[john_nichols]: oh
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[chrissy_bernal]: you know it's just amazing that it
to my career because now that i've done
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[chrissy_bernal]: that i in the
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[john_nichols]: oh
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[chrissy_bernal]: process have also become a published author
myself
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[john_nichols]: oh
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[chrissy_bernal]: and so that book was based on
my daughter and
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[john_nichols]: yes
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[chrissy_bernal]: so that so you know they led
me to become an author and then that
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[chrissy_bernal]: has led me to help other authors
in their publishing journeys and now i take
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[chrissy_bernal]: what i learned in the building of
their brands and my own brand and i
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[chrissy_bernal]: helped other people do the same thing
i know there was a round about way
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[chrissy_bernal]: of saying it but i usually don't
go that much in depth but i thought
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[chrissy_bernal]: your audience would appreciate a little bit
more of a deep dive then than i
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[chrissy_bernal]: usually go into
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[john_nichols]: no i mean thank you so much
because the thing is is that these are
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[john_nichols]: the things that happened that shapes our
lives and people love hearing stories that that
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[john_nichols]: you shape your life is really interesting
because that i'm talking about that we're talking
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[john_nichols]: about this and your story because it's
really weird in my life story telling is
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[john_nichols]: coming to be a predominant piece of
what i do now it's part of the
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[john_nichols]: way i go because i coached
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[chrissy_bernal]: yes
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[john_nichols]: through stories and
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[chrissy_bernal]: oh
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[john_nichols]: it's just kind of interesting i was
at a conference back a few weeks ago
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[john_nichols]: and their guest speaker was what a
story teller like a
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[chrissy_bernal]: yeah
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[john_nichols]: professional story teller this is what he
does for living he goes and tells stories
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[john_nichols]: for living
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[chrissy_bernal]: that's awesome adult story
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[john_nichols]: and
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[chrissy_bernal]: time
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[john_nichols]: yeah i know yeah
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[chrissy_bernal]: yeah
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[john_nichols]: and you know the really fun thing
about this is is that is that you
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[john_nichols]: are you are bringing your story to
life you're bringing your story to light you're
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[john_nichols]: bringing putting your story out there and
that alone is such a brand builder piece
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[john_nichols]: because your girls have really cool stories
and you get to be a part of
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[john_nichols]: that and the thing
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[chrissy_bernal]: yes
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[john_nichols]: is is that and you can use
that to build your business because you've already
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[john_nichols]: done this and so so you know
building a brand is hard right now i
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[john_nichols]: am building my brand which is expansion
code radio which is expansion code which is
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[john_nichols]: which is a project i'm working on
that's not quite get off of the ground
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[john_nichols]: and i decided to go into podcasting
to kind of trying to build my brain
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[john_nichols]: through podcasting um
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[chrissy_bernal]: mark
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[john_nichols]: but it's still the same concepts and
the one thing that that i'm just i'm
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[john_nichols]: just so enamored about you is this
whole brand building and how it came to
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[john_nichols]: you and how you you took the
opportunities of life and you ran with it
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[john_nichols]: instead of looking
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[chrissy_bernal]: yes
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[john_nichols]: at the negatives that happened to you
you just oh wait this is great stuff
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[chrissy_bernal]: right
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[john_nichols]: and it was
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[chrissy_bernal]: i don't look at it as it
happened to me i feel like it happened
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[chrissy_bernal]: for me and you know i feel
like it's just given me the since of
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[chrissy_bernal]: purpose that you know yeah i knew
what i wanted to be when
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[john_nichols]: ah
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[chrissy_bernal]: i grew up still i'm still you
know like i said i took communications in
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[chrissy_bernal]: college so i knew i was going
to be in some form of communications but
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[chrissy_bernal]: i always knew too i didn't want
to go corporate i just knew that wasn't
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[chrissy_bernal]: for me even though you
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[john_nichols]: eh
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[chrissy_bernal]: know my dad went corporate and wanted
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[john_nichols]: oh
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[chrissy_bernal]: me to go corporate and i was
like for some
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[john_nichols]: oh
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[chrissy_bernal]: reason just there was a push back
i did want to go corporate and you
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[chrissy_bernal]: know when you look at life happening
for you and you start to look at
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[chrissy_bernal]: the things that keep coming your way
the things
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[john_nichols]: yah
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[chrissy_bernal]: that people keep asking you know what
what you know like when i tell people
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[chrissy_bernal]: when they're trying to figure out what
their brand is i often say what people
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[chrissy_bernal]: keep asking you about what is it
you know
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[john_nichols]: m
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[chrissy_bernal]: the same question that keeps coming up
over and over and over and so with
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[chrissy_bernal]: my particular story the author side of
things kept coming up you know yes i
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[chrissy_bernal]: was a published author but authors kept
asking me and so i thought okay clearly
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[chrissy_bernal]: that's the road i'm supposed to take
because that keeps in my way so so
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[chrissy_bernal]: that's where okay i help authors so
if you start looking in your life at
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[chrissy_bernal]: those things that keep
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[john_nichols]: ah
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[chrissy_bernal]: coming up it's possibly
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[john_nichols]: i
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[chrissy_bernal]: a road you're supposed to take
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[john_nichols]: and it's it's amazing how these opportunities
present themselves you know
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[chrissy_bernal]: m
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[john_nichols]: you were you you were blessed with
these beautiful twins and then
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[chrissy_bernal]: it
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[john_nichols]: and then then you were able to
they were able to steer in god your
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[john_nichols]: life as much as you were to
them and and people don't look at it
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[john_nichols]: that way you know like oh the
parents job is to you know steering god
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[john_nichols]: the lives of your children let me
tell you right now my kids have stared
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[john_nichols]: guide me as much as i have
them
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[chrissy_bernal]: you know i know that you and
i have talked about this
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[john_nichols]: yeah
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[chrissy_bernal]: before having special needs son are you
special needs kid you have
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[john_nichols]: oh
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[chrissy_bernal]: a son i have a daughter who
special needs
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[john_nichols]: oh
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[chrissy_bernal]: so having special needs kids
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[john_nichols]: yeah
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[chrissy_bernal]: has shaped me i'm sure i'm sure
it shake you but i know i would
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[chrissy_bernal]: not be the same person that i
am now without her and honestly she's one
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[chrissy_bernal]: of the most emotion intelligent people i
have ever met and she works
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[john_nichols]: oh
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[chrissy_bernal]: hard at it
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[john_nichols]: oh
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[chrissy_bernal]: so it didn't come naturally she works
to be emotionally intelligent and seeing that in
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[chrissy_bernal]: her has me go okay i
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[john_nichols]: m
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[chrissy_bernal]: need to make sure i'm doing a
good job too
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[john_nichols]: that definitely because the thing is is
that you know you know i'm a certified
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[john_nichols]: john maxwell leadership coach
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[chrissy_bernal]: nice
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[john_nichols]: and and yeah that's that i didn't
tel you beforehand but the thing is is
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[john_nichols]: that john maxwell has a really cool
definition of of leadership and that means is
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[john_nichols]: that leadership is nothing more than influence
m and we all influence someone and we
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[john_nichols]: all are influenced by someone else
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[chrissy_bernal]: absolutely
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[john_nichols]: and so your daughter has led you
more than you can even think that she
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[john_nichols]: has which is really
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[chrissy_bernal]: hm
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[john_nichols]: cool as i took this concept and
it was last year last spring i was
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[john_nichols]: able to go to my daughter's christian
school and an eighth grade they have a
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[john_nichols]: leadership class and i was able to
go in
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[chrissy_bernal]: we
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[john_nichols]: and speak to them and teach teach
on leadership and i talked about this hole
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[john_nichols]: concept of influence and how it's so
important at this age when you're eighth grade
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[john_nichols]: i mean that there's a pretty i
mean thirteen fourteen i mean ourteenfifteen year old
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[john_nichols]: kid thirteen fourteen thirteen fourteen kay got
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[chrissy_bernal]: yeah
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[john_nichols]: my ages mixed up there for a
second chrissy but anyhow
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[chrissy_bernal]: m
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[john_nichols]: but thirteen fourteen year old there is
so much they are so much influenced by
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[john_nichols]: their peer group
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[chrissy_bernal]: mist
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[john_nichols]: and i wanted and i wanted them
to understand that that's part of eadership is
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[john_nichols]: that you need to go in and
have some positive leadership with these folks you
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[john_nichols]: need to have an optimistic outlook on
life and it's very hard at this age
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[john_nichols]: you raising two girls no better than
anything i've got a fourteen year old daughter
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[john_nichols]: and i'm tellin you right now and
i love her so much but she is
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[john_nichols]: challenging with her emotions
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[chrissy_bernal]: yeah
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[john_nichols]: right now i mean and i have
to kind of back myself down and and
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[john_nichols]: embrace this empathy piece with her to
make sure that i am giving her the
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[john_nichols]: things that she needs and not
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[chrissy_bernal]: eh
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[john_nichols]: just read acting to what's happening
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[chrissy_bernal]: hm that's definitely a tough i remember
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[john_nichols]: yeah so so so as far as
we as you're as we are building our
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[john_nichols]: brands what is what in your opinion
is probably the most difficult piece when you
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[john_nichols]: building a brand
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[chrissy_bernal]: you know
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[john_nichols]: okay
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[chrissy_bernal]: this is something that comes up often
when people start working with me they feel
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[chrissy_bernal]: like they're all over the place and
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[john_nichols]: okay
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[chrissy_bernal]: it's not just in one area a
lot of times they're all over the place
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[john_nichols]: oh
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[chrissy_bernal]: with their market they're all over the
place with their social media they're all of
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[chrissy_bernal]: the place with their offers you know
and so when it comes to the personal
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[chrissy_bernal]: brand the number one thing i harp
on is clarity and so that mean you
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[chrissy_bernal]: need to pull
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[john_nichols]: oh
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[chrissy_bernal]: back for a second take a few
hours one afternoon and get some clarity and
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[chrissy_bernal]: one of the things you need to
get clarity on is messaging
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[john_nichols]: m
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[chrissy_bernal]: so you know if you don't have
an actual written out here is our message
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[john_nichols]: oh
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[chrissy_bernal]: then that's going to make it a
lot more difficult when you're trying to write
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[chrissy_bernal]: emails when you're trying to write your
website copy even
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[john_nichols]: okay
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[chrissy_bernal]: social media posts can be a lot
harder if you don't have the messaging and
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[chrissy_bernal]: i actually like to guide people to
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[john_nichols]: a
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[chrissy_bernal]: the story brand framework i'm not sure
if you've heard of that it is by
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[john_nichols]: h
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[chrissy_bernal]: donald miller
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[john_nichols]: m
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[chrissy_bernal]: and probably see book right up there
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[john_nichols]: yeah
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[chrissy_bernal]: but it is a seven part framework
and i just absolutely love it now i
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[chrissy_bernal]: don't use it strictly i do we've
ben a little bit of kind of human
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[chrissy_bernal]: aspect to it i make sure there's
a lot more um emotions because sometimes
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[john_nichols]: yes
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[chrissy_bernal]: i've seen it where people execute it
and it can be a bit stale but
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[chrissy_bernal]: that's
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[john_nichols]: ah
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[chrissy_bernal]: where you try and work on making
the human aspect of it in there but
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[chrissy_bernal]: it really focuses on and making sure
that you're speaking to the value that someone's
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[chrissy_bernal]: going to get from your service and
its positioning your customer as the hero r
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[chrissy_bernal]: than yourself and i really really like
how it has figured out that you
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[john_nichols]: oh
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[chrissy_bernal]: know people were selfish we're all selfish
and we want
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[john_nichols]: ah
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[chrissy_bernal]: to know if i'm going to use
your product or service what's in it for
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[chrissy_bernal]: me really yeah you can be great
but if there's the same two equal products
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[chrissy_bernal]: and one of them tells me how
my life is going to be awesome after
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[chrissy_bernal]: using it and one's just telling me
how awesome they are chances are i'm going
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[chrissy_bernal]: to choose the one that tells me
how awesome my life can be after using
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[chrissy_bernal]: it versus how awesome they are so
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[john_nichols]: oh
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[chrissy_bernal]: i suggest everyone try and look at
that story brand framework i really like it
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[john_nichols]: yeah and in top of on top
of that what you what you just said
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[john_nichols]: is that clarity you also need the
sister to clarity which is consistency
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[chrissy_bernal]: yes
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[john_nichols]: and
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[chrissy_bernal]: yes
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[john_nichols]: but it's pretty interesting that you talk
about that what's in it for me because
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[john_nichols]: that there's what everybody is and the
thing is is that we developed a concept
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[john_nichols]: inside of my business for my ups
stores which is called e c e which
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[john_nichols]: is extraordinary customer experience every
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[chrissy_bernal]: m
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[john_nichols]: time
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[chrissy_bernal]: hm
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[john_nichols]: and so we are not focusing on
us where are focusing on the customer and
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[john_nichols]: we
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[chrissy_bernal]: hm
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[john_nichols]: also use this exact same thing except
for customer we also use it too do
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[john_nichols]: towards our employes extraordinary
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[chrissy_bernal]: m
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[john_nichols]: employ experience every time and so we
no not only because the thing it is
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[john_nichols]: is that as a business owner i
have to understand that my number one customer
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[john_nichols]: is my employees
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[chrissy_bernal]: love that you
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[john_nichols]: and
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[chrissy_bernal]: acknowledge that
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[john_nichols]: yeah and then and then my customers
come second um and the thing is is
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[john_nichols]: that because of that that there is
is what we have developed inside that there's
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[john_nichols]: our culture were developing in our our
locations is that we are employed centric first
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[john_nichols]: and then it goes out to customer
so
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[chrissy_bernal]: i
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[john_nichols]: it's
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[chrissy_bernal]: love
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[john_nichols]: the
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[chrissy_bernal]: that
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[john_nichols]: owner employ customer and because
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[chrissy_bernal]: yes
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[john_nichols]: i focused that way what happens is
that what what i put out there to
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[john_nichols]: my employes transitions into my customers and
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[chrissy_bernal]: absolutely
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[john_nichols]: at all you know and it all
starts from the top the thing is is
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[john_nichols]: that if i can't if i can't
push that out in and have it being
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[john_nichols]: seen through my employes then as the
as the owner as the person in charge
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[john_nichols]: as the leader more more than anything
as the leader of my organization i've failed
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[john_nichols]: miserably
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[chrissy_bernal]: hm
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[john_nichols]: so i brought up the word consistency
so talk to me a little bit about
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[john_nichols]: how important consistency is in branding
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[chrissy_bernal]: oh my gosh it is everything you
know i'll tell this story so i
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[john_nichols]: my
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[chrissy_bernal]: had the opportunity gosh this was probably
seven years ago to go to a kind
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[john_nichols]: oh
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[chrissy_bernal]: of think tank in las vegas to
this really really well known
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[john_nichols]: no
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[chrissy_bernal]: business development person speaker
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[john_nichols]: okay
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[chrissy_bernal]: he's been
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[john_nichols]: yeah
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[chrissy_bernal]: on the undercover billionaire
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[john_nichols]: ah
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[chrissy_bernal]: so i mean this was
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[john_nichols]: oh
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[chrissy_bernal]: a big deal
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[john_nichols]: yeah
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[chrissy_bernal]: to get to learn from him in
a rather intimate setting i think there are
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[john_nichols]: oh
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[chrissy_bernal]: maybe fifteen of us and
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[john_nichols]: ah
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[chrissy_bernal]: he asked me what i did for
you know what i do just like you
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[chrissy_bernal]: do for everybody so what do you
do
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[john_nichols]: oh
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[chrissy_bernal]: i rambled off all this stuff and
he was like i
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[john_nichols]: yes
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[chrissy_bernal]: still don't really know what you do
and that was so mortifying for him you
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[chrissy_bernal]: know this guy that was
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[john_nichols]: yeah
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[chrissy_bernal]: an epic business person to just
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[john_nichols]: m
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[chrissy_bernal]: i still don't know what you do
and so that's where
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[john_nichols]: my
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[chrissy_bernal]: once i got the clarity on what
it is i actually did
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[john_nichols]: m
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[chrissy_bernal]: then i got my messaging made it
clear so that way i consistently say the
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00:16:08,865 --> 00:16:14,414
[chrissy_bernal]: same thing over and over and over
whether it's on social media my website and
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[chrissy_bernal]: person
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[john_nichols]: and
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[chrissy_bernal]: no matter what it is i'm giving
out the same
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[john_nichols]: yeah
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[chrissy_bernal]: consistent
365
00:16:18,849 --> 00:16:19,848
[john_nichols]: yea
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[chrissy_bernal]: message and
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[john_nichols]: m
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[chrissy_bernal]: that that means people
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[john_nichols]: yes
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[chrissy_bernal]: will start to remember it because anyone
who's studied any kind of
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[john_nichols]: m
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[chrissy_bernal]: marketing
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[john_nichols]: yeah
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[chrissy_bernal]: you know that people have to hear
or see things you know least seven times
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00:16:30,802 --> 00:16:35,149
[chrissy_bernal]: some numbers i've seen say thirteen some
say twenty five now but at least seven
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00:16:35,229 --> 00:16:40,398
[chrissy_bernal]: times and so if you're saying different
things on your social media and on your
377
00:16:40,438 --> 00:16:45,266
[chrissy_bernal]: website and and post cards or anything
that you're doing people are not going to
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[chrissy_bernal]: understand what you do and it's not
going to stick in their brains
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[john_nichols]: what
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[chrissy_bernal]: either so even if they're not ready
for your services right now if you've
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[john_nichols]: m
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00:16:53,099 --> 00:16:57,351
[chrissy_bernal]: been con instantly sending the message of
what you do when they get to the
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00:16:57,431 --> 00:17:02,219
[chrissy_bernal]: point where they are ready for somebody's
like you they'll go oh yeah this person
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00:17:02,299 --> 00:17:04,583
[chrissy_bernal]: does that i'm going to go ahead
and give them a call or go on
385
00:17:04,623 --> 00:17:09,331
[chrissy_bernal]: their website and fill out the form
or whatever so that consistency what's going to
386
00:17:09,552 --> 00:17:11,978
[chrissy_bernal]: make you stick in their head so
that
387
00:17:11,979 --> 00:17:12,267
[john_nichols]: yes
388
00:17:12,019 --> 00:17:15,548
[chrissy_bernal]: when they are ready to use your
product or service that's who they go to
389
00:17:16,939 --> 00:17:21,747
[john_nichols]: yeah it is i love that story
because
390
00:17:22,316 --> 00:17:23,062
[chrissy_bernal]: it's embarrassing
391
00:17:22,949 --> 00:17:24,191
[john_nichols]: i d no
392
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[chrissy_bernal]: m
393
00:17:24,993 --> 00:17:28,980
[john_nichols]: but no okay but so but think
about this okay think about how any people
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00:17:29,180 --> 00:17:31,686
[john_nichols]: that you are going to reach with
just that
395
00:17:31,653 --> 00:17:31,796
[chrissy_bernal]: right
396
00:17:31,786 --> 00:17:36,536
[john_nichols]: one story that you told because the
thing is is that because something embarrassing for
397
00:17:36,657 --> 00:17:44,150
[john_nichols]: you it's going to create a connection
with somebody else with you and that i
398
00:17:44,210 --> 00:17:48,517
[john_nichols]: mean i've studied all kinds of crazy
stuff i read a lot of psychology books
399
00:17:48,637 --> 00:17:49,901
[john_nichols]: and oh
400
00:17:50,741 --> 00:17:50,964
[chrissy_bernal]: and our
401
00:17:50,949 --> 00:17:51,050
[john_nichols]: the
402
00:17:51,045 --> 00:17:51,328
[chrissy_bernal]: kindred
403
00:17:51,110 --> 00:17:51,675
[john_nichols]: subconscious
404
00:17:51,389 --> 00:17:51,713
[chrissy_bernal]: spirits
405
00:17:52,339 --> 00:17:57,207
[john_nichols]: yea as the subconscious mind stuff i
mean i read a bunch of how about
406
00:17:57,227 --> 00:17:59,851
[john_nichols]: your really crazy stuff it's funny is
that my wife makes fun of me she
407
00:17:59,911 --> 00:18:02,876
[john_nichols]: goes how many books do you got
how many books are you reading this week
408
00:18:02,956 --> 00:18:03,197
[john_nichols]: john
409
00:18:03,600 --> 00:18:03,762
[chrissy_bernal]: ye
410
00:18:03,697 --> 00:18:07,762
[john_nichols]: i'm just like what in i'm reading
for right now and she just like and
411
00:18:07,802 --> 00:18:12,147
[john_nichols]: she just shakes her head and just
walks away but i make sure that the
412
00:18:12,227 --> 00:18:17,415
[john_nichols]: books are not any former fashion related
so this way i don't don't get concepts
413
00:18:17,535 --> 00:18:21,001
[john_nichols]: mixed up in my head but it's
but it's kind of funny though is that
414
00:18:22,223 --> 00:18:27,414
[john_nichols]: i actually do coaching leadership coaching with
my managers my ups store the one thing
415
00:18:27,454 --> 00:18:27,494
[john_nichols]: i
416
00:18:27,560 --> 00:18:27,942
[chrissy_bernal]: nice
417
00:18:27,594 --> 00:18:28,337
[john_nichols]: beat into their head
418
00:18:28,505 --> 00:18:28,565
[chrissy_bernal]: it
419
00:18:29,941 --> 00:18:32,652
[john_nichols]: and here's the thing but his is
that and i have some of that so
420
00:18:33,013 --> 00:18:37,384
[john_nichols]: what is your job ask them that
and if they say anything er than this
421
00:18:38,439 --> 00:18:40,943
[john_nichols]: yeah they get chastised by me
422
00:18:41,850 --> 00:18:42,153
[chrissy_bernal]: yeah
423
00:18:41,924 --> 00:18:47,133
[john_nichols]: and and i'm considered the fun my
organization i'm considered fun john that's what that's
424
00:18:47,153 --> 00:18:52,201
[john_nichols]: what everybody kind of first to me
as oh it's fun john john yea because
425
00:18:52,221 --> 00:18:54,545
[john_nichols]: i'm not the one to is going
to command chastise and i'm not going to
426
00:18:54,565 --> 00:18:57,190
[john_nichols]: be the one that comes in and
fires anyway i'm not i'm not that guy
427
00:18:57,851 --> 00:19:02,218
[john_nichols]: i'm the guy that comes in and
helps and i'm a problem solver right but
428
00:19:02,278 --> 00:19:06,687
[john_nichols]: when train my people though i tell
him i said your job because you are
429
00:19:07,979 --> 00:19:15,271
[john_nichols]: an extraordinary customer experience representative or or
expert whatever you want to call it but
430
00:19:15,291 --> 00:19:20,468
[john_nichols]: that's your job you are to provide
extraordinary customer experience yeah
431
00:19:20,470 --> 00:19:20,713
[chrissy_bernal]: nice
432
00:19:20,729 --> 00:19:26,697
[john_nichols]: our customers that's what you do that
is your job everything else is just a
433
00:19:26,797 --> 00:19:32,966
[john_nichols]: task and people don't people don't understand
that in life is that once you figure
434
00:19:33,006 --> 00:19:38,856
[john_nichols]: out what your true job is everything
else is just a task
435
00:19:39,660 --> 00:19:41,340
[chrissy_bernal]: yeah
436
00:19:40,238 --> 00:19:45,152
[john_nichols]: and out and i love explaining it
that way and they're just like huh so
437
00:19:45,212 --> 00:19:45,312
[john_nichols]: my
438
00:19:45,310 --> 00:19:45,410
[chrissy_bernal]: love
439
00:19:45,413 --> 00:19:45,593
[john_nichols]: job
440
00:19:45,471 --> 00:19:45,652
[chrissy_bernal]: that you
441
00:19:45,673 --> 00:19:45,734
[john_nichols]: is
442
00:19:45,692 --> 00:19:45,792
[chrissy_bernal]: kid
443
00:19:45,794 --> 00:19:51,675
[john_nichols]: to be yeah and the thing is
is that once people get that message clear
444
00:19:52,456 --> 00:19:56,203
[john_nichols]: than everything else they do is a
task that may be something that you may
445
00:19:56,243 --> 00:19:58,787
[john_nichols]: want to use because the thing but
this is at once you get your message
446
00:20:00,090 --> 00:20:02,677
[john_nichols]: entering the emails what is that a
task
447
00:20:04,117 --> 00:20:04,650
[chrissy_bernal]: hm
448
00:20:04,169 --> 00:20:08,881
[john_nichols]: making a phone call what is that
it's a task what's your job providing extraordinary
449
00:20:08,941 --> 00:20:12,479
[john_nichols]: customer experience okay packing gen
450
00:20:12,381 --> 00:20:12,626
[chrissy_bernal]: i like
451
00:20:12,579 --> 00:20:20,597
[john_nichols]: package yeah and the thing is is
that it breaks it down into two categories
452
00:20:20,738 --> 00:20:25,531
[john_nichols]: task and what you do you know
because i don't want them to say oh
453
00:20:25,571 --> 00:20:28,675
[john_nichols]: well i'm the manager at the ups
or no i want him to say i
454
00:20:28,775 --> 00:20:37,146
[john_nichols]: provided shortened customer experience what do you
where do you work because because because when
455
00:20:37,207 --> 00:20:42,235
[john_nichols]: you give that message to someone then
then they're they're just like they're so intrigued
456
00:20:42,575 --> 00:20:46,670
[john_nichols]: their eyes light up there just like
oh my gosh oh oh well i'm the
457
00:20:46,710 --> 00:20:52,195
[john_nichols]: manager at the up store but that's
my job title but i provide extraordinary customer
458
00:20:52,235 --> 00:20:57,033
[john_nichols]: experience for everybody that comes through my
doors getting
459
00:20:57,010 --> 00:20:57,170
[chrissy_bernal]: yeah
460
00:20:57,094 --> 00:20:57,599
[john_nichols]: people to it
461
00:20:58,051 --> 00:21:01,695
[chrissy_bernal]: i like how you separated the title
from actual job because yeah
462
00:21:02,349 --> 00:21:02,669
[john_nichols]: yeah
463
00:21:02,416 --> 00:21:04,619
[chrissy_bernal]: your title is one thing so i
like that
464
00:21:05,435 --> 00:21:10,285
[john_nichols]: yeah and and how many people have
you run across that they don't they don't
465
00:21:10,365 --> 00:21:11,547
[john_nichols]: get what i just talked about
466
00:21:12,430 --> 00:21:14,472
[chrissy_bernal]: oh my gosh a lot and
467
00:21:14,499 --> 00:21:14,863
[john_nichols]: oh
468
00:21:14,532 --> 00:21:14,813
[chrissy_bernal]: you know
469
00:21:15,369 --> 00:21:16,389
[john_nichols]: yeah
470
00:21:15,494 --> 00:21:17,736
[chrissy_bernal]: organizations are starting to feel
471
00:21:17,769 --> 00:21:18,489
[john_nichols]: yeah
472
00:21:19,539 --> 00:21:25,861
[chrissy_bernal]: the pinch of that very thing because
customers now are pretty demanding and they want
473
00:21:26,001 --> 00:21:28,225
[chrissy_bernal]: that exceptional service and
474
00:21:29,169 --> 00:21:29,370
[john_nichols]: yeah
475
00:21:29,448 --> 00:21:31,782
[chrissy_bernal]: you know money is hard right now
so
476
00:21:31,899 --> 00:21:32,100
[john_nichols]: yeah
477
00:21:32,810 --> 00:21:36,436
[chrissy_bernal]: when they spend their money they want
to know it's appreciated on the other end
478
00:21:37,117 --> 00:21:37,277
[chrissy_bernal]: and
479
00:21:37,281 --> 00:21:37,446
[john_nichols]: yeah
480
00:21:37,678 --> 00:21:40,442
[chrissy_bernal]: you know when an example of this
481
00:21:40,989 --> 00:21:41,274
[john_nichols]: oh
482
00:21:41,023 --> 00:21:43,007
[chrissy_bernal]: the way that i test out a
new nail salon
483
00:21:43,539 --> 00:21:43,559
[john_nichols]: m
484
00:21:43,688 --> 00:21:45,851
[chrissy_bernal]: is i go in and i just
485
00:21:45,789 --> 00:21:46,072
[john_nichols]: yeah
486
00:21:45,931 --> 00:21:47,834
[chrissy_bernal]: get a basic manicure one
487
00:21:47,859 --> 00:21:48,207
[john_nichols]: yeah
488
00:21:47,894 --> 00:21:52,060
[chrissy_bernal]: of the cheapest things on the on
the menu per se and
489
00:21:52,668 --> 00:21:53,157
[john_nichols]: m yeah
490
00:21:52,841 --> 00:21:56,487
[chrissy_bernal]: i've based the whole thing on how
they treat me when they
491
00:21:56,654 --> 00:21:56,757
[john_nichols]: it
492
00:21:56,728 --> 00:22:01,696
[chrissy_bernal]: see that i just want the cheapest
manicure because i have had places that you
493
00:22:01,682 --> 00:22:01,803
[john_nichols]: it
494
00:22:01,736 --> 00:22:05,502
[chrissy_bernal]: can see it in their faces like
oh they're just getting anna cure and then
495
00:22:05,543 --> 00:22:05,643
[chrissy_bernal]: they
496
00:22:05,559 --> 00:22:05,842
[john_nichols]: oh
497
00:22:05,723 --> 00:22:09,289
[chrissy_bernal]: kind of halfway do my man cure
because it's just the basic manicure
498
00:22:09,159 --> 00:22:09,427
[john_nichols]: oh
499
00:22:09,870 --> 00:22:10,310
[chrissy_bernal]: i'm never
500
00:22:10,179 --> 00:22:11,049
[john_nichols]: yeah
501
00:22:10,351 --> 00:22:11,192
[chrissy_bernal]: going back to that place
502
00:22:11,411 --> 00:22:11,555
[john_nichols]: yeah
503
00:22:11,913 --> 00:22:16,040
[chrissy_bernal]: and i've been to other places where
now i've gone to the same place years
504
00:22:16,100 --> 00:22:18,344
[chrissy_bernal]: now because of this women basic manicure
505
00:22:17,982 --> 00:22:19,372
[john_nichols]: i oh
506
00:22:19,105 --> 00:22:23,653
[chrissy_bernal]: and they treated me like i had
ordered the whole shebang and that right there
507
00:22:23,713 --> 00:22:28,328
[chrissy_bernal]: was like that's the keeper because they
gave me an exceptional experience matter what i
508
00:22:28,469 --> 00:22:28,713
[chrissy_bernal]: ordered
509
00:22:29,889 --> 00:22:35,905
[john_nichols]: that's right and see as long as
they are consistent in what they provide to
510
00:22:35,965 --> 00:22:36,767
[john_nichols]: their customers
511
00:22:36,240 --> 00:22:37,200
[chrissy_bernal]: m hm
512
00:22:38,209 --> 00:22:41,514
[john_nichols]: because the thing is is that you
can and i mean i talked about this
513
00:22:41,574 --> 00:22:48,069
[john_nichols]: in my last podcast about about anybody
can go to any other ups store okay
514
00:22:48,490 --> 00:22:50,253
[john_nichols]: we all carry the same product and
services
515
00:22:51,533 --> 00:22:52,080
[chrissy_bernal]: hm
516
00:22:51,715 --> 00:22:55,501
[john_nichols]: but at your experience in the store
is the differientiator
517
00:22:56,310 --> 00:22:57,210
[chrissy_bernal]: mhm
518
00:22:56,443 --> 00:23:03,161
[john_nichols]: the experience makes the value of what
we were at worth it because the thing
519
00:23:03,282 --> 00:23:06,407
[john_nichols]: is is that i'm sure you've been
to a up store being a small business
520
00:23:06,276 --> 00:23:06,750
[chrissy_bernal]: hm
521
00:23:06,587 --> 00:23:10,694
[john_nichols]: person as you are i'm sure that
you know that going to up store is
522
00:23:10,734 --> 00:23:12,537
[john_nichols]: not a cheap location to go into
523
00:23:13,171 --> 00:23:13,393
[chrissy_bernal]: yeah
524
00:23:15,310 --> 00:23:21,572
[john_nichols]: and that's okay we understand that but
i have to make you feel the value
525
00:23:22,530 --> 00:23:22,672
[chrissy_bernal]: right
526
00:23:22,614 --> 00:23:29,686
[john_nichols]: and i'm gonna say that again i
have to make you feel the value because
527
00:23:29,405 --> 00:23:29,445
[chrissy_bernal]: h
528
00:23:30,247 --> 00:23:37,004
[john_nichols]: once we tappen too your emotions and
your feelings people pay money for that all
529
00:23:37,084 --> 00:23:37,225
[john_nichols]: day
530
00:23:37,342 --> 00:23:37,891
[chrissy_bernal]: absolutely
531
00:23:37,345 --> 00:23:37,706
[john_nichols]: long
532
00:23:38,850 --> 00:23:44,319
[chrissy_bernal]: absolutely you know that's what i say
when i'm helping somebody establish their messaging is
533
00:23:44,660 --> 00:23:44,880
[chrissy_bernal]: you've
534
00:23:44,769 --> 00:23:45,639
[john_nichols]: oh
535
00:23:44,960 --> 00:23:48,907
[chrissy_bernal]: got to tap into that feeling and
you know really get
536
00:23:48,969 --> 00:23:49,719
[john_nichols]: yeah
537
00:23:49,067 --> 00:23:52,853
[chrissy_bernal]: that pain point in there or the
opposite of the pain point you how do
538
00:23:52,893 --> 00:23:56,379
[chrissy_bernal]: they want to feel that would be
the opposite of the pain point and you
539
00:23:56,419 --> 00:24:00,586
[chrissy_bernal]: know it's just like what you said
feeling like i spent my money at a
540
00:24:01,307 --> 00:24:04,533
[chrissy_bernal]: place that was well worth it awesome
now i feel good you know instead of
541
00:24:05,034 --> 00:24:05,494
[chrissy_bernal]: oh god
542
00:24:06,320 --> 00:24:06,523
[john_nichols]: yeah
543
00:24:06,716 --> 00:24:11,124
[chrissy_bernal]: i just spend a whole lot of
money there you know it's completely different different
544
00:24:11,284 --> 00:24:15,174
[chrissy_bernal]: way being and you know the excitement
to return to a so it's going to
545
00:24:15,215 --> 00:24:17,795
[chrissy_bernal]: make you feel good about it so
much better
546
00:24:19,359 --> 00:24:23,145
[john_nichols]: it is and the thing is is
it and that's how you really get repeat
547
00:24:23,245 --> 00:24:31,379
[john_nichols]: customers that's really how that you are
able to create this sense of urgent with
548
00:24:31,459 --> 00:24:34,765
[john_nichols]: people too you got tapping to their
feelings um
549
00:24:35,007 --> 00:24:35,580
[chrissy_bernal]: hm
550
00:24:35,446 --> 00:24:40,354
[john_nichols]: and i mean there's so many you
know the thing is is that m i
551
00:24:40,454 --> 00:24:44,580
[john_nichols]: teach my people that they are not
sales folks because if you think about the
552
00:24:44,640 --> 00:24:50,667
[john_nichols]: psychology behind sales only a small percentage
of people really like to sale if
553
00:24:50,700 --> 00:24:50,960
[chrissy_bernal]: yeah
554
00:24:50,707 --> 00:24:55,853
[john_nichols]: you really think about it and so
but so so i changed their point of
555
00:24:55,894 --> 00:24:59,319
[john_nichols]: view and i said well we don't
we don't do sales here in the upset
556
00:24:59,439 --> 00:25:02,705
[john_nichols]: or they look at me they cocked
their head like what are you talking about
557
00:25:02,785 --> 00:25:08,093
[john_nichols]: john i said no i said everybody
in or you are all educators you one
558
00:25:08,133 --> 00:25:13,605
[john_nichols]: thing i'm asking you to do is
just educate the customer about our products and
559
00:25:13,665 --> 00:25:17,543
[john_nichols]: service have a conversation if you can't
have a conversation then you really don't need
560
00:25:17,563 --> 00:25:18,344
[john_nichols]: to be working for me
561
00:25:18,720 --> 00:25:18,984
[chrissy_bernal]: yeah
562
00:25:18,785 --> 00:25:20,187
[john_nichols]: first of all i mean
563
00:25:20,220 --> 00:25:20,364
[chrissy_bernal]: yeah
564
00:25:20,268 --> 00:25:23,573
[john_nichols]: i mean if you can't talk to
customers i mean you know we are a
565
00:25:23,713 --> 00:25:29,102
[john_nichols]: retail service location right so if you
can't really talk to customers you might need
566
00:25:29,162 --> 00:25:30,505
[john_nichols]: a factory job but don't have to
talk
567
00:25:30,480 --> 00:25:30,825
[chrissy_bernal]: yah
568
00:25:30,565 --> 00:25:31,907
[john_nichols]: to anybody and i'm not
569
00:25:31,839 --> 00:25:31,860
[chrissy_bernal]: h
570
00:25:31,967 --> 00:25:35,894
[john_nichols]: trying to be mean i'm just saying
this may not work for you but you're
571
00:25:36,034 --> 00:25:41,385
[john_nichols]: educators and once i tell my just
my there every day associate you are an
572
00:25:41,465 --> 00:25:45,314
[john_nichols]: educator i think you don't think i'm
asking to do is just give the customer
573
00:25:45,374 --> 00:25:48,324
[john_nichols]: information let them make the choices
574
00:25:48,210 --> 00:25:49,540
[chrissy_bernal]: yeah kind
575
00:25:49,529 --> 00:25:49,630
[john_nichols]: and
576
00:25:49,600 --> 00:25:49,900
[chrissy_bernal]: of takes
577
00:25:49,770 --> 00:25:50,132
[john_nichols]: once they're
578
00:25:49,960 --> 00:25:50,060
[chrissy_bernal]: the
579
00:25:50,172 --> 00:25:50,333
[john_nichols]: able
580
00:25:51,142 --> 00:25:52,303
[chrissy_bernal]: off of it and it makes it
581
00:25:52,659 --> 00:25:53,919
[john_nichols]: oh
582
00:25:52,964 --> 00:25:54,326
[chrissy_bernal]: makes it feel like
583
00:25:54,440 --> 00:25:55,089
[john_nichols]: okay
584
00:25:54,927 --> 00:25:56,669
[chrissy_bernal]: okay i can do that you know
that
585
00:25:57,349 --> 00:25:57,490
[john_nichols]: yeah
586
00:25:57,600 --> 00:25:59,888
[chrissy_bernal]: i can tell them what's awesome yeah
i like that
587
00:26:00,881 --> 00:26:05,200
[john_nichols]: when you talked about it earlier what's
in it for me right well what's in
588
00:26:05,240 --> 00:26:11,310
[john_nichols]: it for my employe am i going
to make them feel pressured into selling they
589
00:26:11,350 --> 00:26:15,577
[john_nichols]: don't like that but if i say
if i change their it's all about changing
590
00:26:15,638 --> 00:26:16,961
[john_nichols]: their point of to
591
00:26:16,980 --> 00:26:17,000
[chrissy_bernal]: m
592
00:26:17,021 --> 00:26:18,506
[john_nichols]: where they understand it
593
00:26:19,986 --> 00:26:20,580
[chrissy_bernal]: hm
594
00:26:20,019 --> 00:26:26,270
[john_nichols]: and it's really important whenever you do
this because if they get it then they
595
00:26:26,350 --> 00:26:28,254
[john_nichols]: will run with it if they
596
00:26:28,432 --> 00:26:28,734
[chrissy_bernal]: right
597
00:26:28,454 --> 00:26:30,317
[john_nichols]: get it they will take it to
the next level
598
00:26:31,450 --> 00:26:31,530
[chrissy_bernal]: and
599
00:26:31,450 --> 00:26:31,611
[john_nichols]: and so
600
00:26:31,570 --> 00:26:31,650
[chrissy_bernal]: you
601
00:26:31,651 --> 00:26:31,772
[john_nichols]: i'll
602
00:26:31,690 --> 00:26:31,810
[chrissy_bernal]: know
603
00:26:31,812 --> 00:26:31,952
[john_nichols]: bring
604
00:26:31,830 --> 00:26:31,950
[chrissy_bernal]: that
605
00:26:32,033 --> 00:26:32,073
[john_nichols]: it
606
00:26:32,051 --> 00:26:32,591
[chrissy_bernal]: trains
607
00:26:32,113 --> 00:26:32,274
[john_nichols]: down
608
00:26:33,012 --> 00:26:37,377
[chrissy_bernal]: customer because the customer is going to
feel that if the customer feels like they're
609
00:26:37,417 --> 00:26:39,359
[chrissy_bernal]: being sold versus educated
610
00:26:39,220 --> 00:26:39,300
[john_nichols]: ah
611
00:26:40,420 --> 00:26:44,367
[chrissy_bernal]: they're going a feel so much better
and you know again going back
612
00:26:44,380 --> 00:26:44,542
[john_nichols]: yes
613
00:26:44,407 --> 00:26:46,029
[chrissy_bernal]: to your customer experience
614
00:26:45,819 --> 00:26:47,079
[john_nichols]: yeah
615
00:26:47,352 --> 00:26:50,857
[chrissy_bernal]: it's going to be exceptional versus i
feel sold and icky
616
00:26:53,210 --> 00:27:00,862
[john_nichols]: yeah that's the craziest thing it reminds
me of my faith and about and i
617
00:27:00,923 --> 00:27:04,488
[john_nichols]: don't mean to push this on anybody
but but it just reminds me of kin
618
00:27:04,589 --> 00:27:09,537
[john_nichols]: like jesus right whenever i got saved
jesus met me where i was well i
619
00:27:09,637 --> 00:27:12,542
[john_nichols]: tried to do that try to do
the same thing i take that same concept
620
00:27:12,863 --> 00:27:17,661
[john_nichols]: and and i meet my employees where
they're at because i don't expect them to
621
00:27:17,721 --> 00:27:20,326
[john_nichols]: be where i'm at i got to
where i met because of the things that
622
00:27:20,346 --> 00:27:22,970
[john_nichols]: happened to me in my life they
got to where they're at because of things
623
00:27:22,990 --> 00:27:25,314
[john_nichols]: that happened to them in their life
or they experience
624
00:27:25,076 --> 00:27:25,590
[chrissy_bernal]: hm
625
00:27:25,354 --> 00:27:28,098
[john_nichols]: should i say happened but experienced in
their life we all
626
00:27:28,200 --> 00:27:28,301
[chrissy_bernal]: it
627
00:27:28,279 --> 00:27:33,396
[john_nichols]: that's those experiences that shape our minds
and so i just meet them where they
628
00:27:33,516 --> 00:27:35,681
[john_nichols]: are and then
629
00:27:35,310 --> 00:27:35,532
[chrissy_bernal]: of that
630
00:27:35,961 --> 00:27:41,631
[john_nichols]: and and then then i try to
shape them through their own experiences and either
631
00:27:41,751 --> 00:27:46,098
[john_nichols]: let them understand that that experience was
a good thing or not such a good
632
00:27:46,118 --> 00:27:50,183
[john_nichols]: thing kay and i'll put it all
back on them and let them make their
633
00:27:50,203 --> 00:27:53,589
[john_nichols]: own decisions and in doing that that's
just the way i kind of coach and
634
00:27:53,629 --> 00:27:58,537
[john_nichols]: i coach through stories that way and
it really makes a big difference because because
635
00:27:58,597 --> 00:28:02,664
[john_nichols]: i'm dealing with a differe different animal
than you are because because i normally specialize
636
00:28:02,965 --> 00:28:06,370
[john_nichols]: in and coaching managers now i do
coach some
637
00:28:06,151 --> 00:28:06,232
[chrissy_bernal]: ah
638
00:28:07,031 --> 00:28:13,941
[john_nichols]: small business owners but i really uh
coach energers a lot and the thing is
639
00:28:14,041 --> 00:28:18,525
[john_nichols]: is that in doing that i made
them were there at i find out what
640
00:28:19,425 --> 00:28:24,881
[john_nichols]: and i find out the things in
their life that that that that they have
641
00:28:24,981 --> 00:28:29,449
[john_nichols]: issues with i find the negative stuff
in their life or in or in their
642
00:28:29,549 --> 00:28:33,335
[john_nichols]: job and then i try to turn
it around and saying hey what kind of
643
00:28:33,375 --> 00:28:35,744
[john_nichols]: positives can we find from these things
it makes
644
00:28:35,664 --> 00:28:36,106
[chrissy_bernal]: exactly
645
00:28:35,785 --> 00:28:36,452
[john_nichols]: a big difference
646
00:28:37,360 --> 00:28:37,762
[chrissy_bernal]: exactly
647
00:28:37,392 --> 00:28:37,838
[john_nichols]: and i'm sure you
648
00:28:37,803 --> 00:28:37,863
[chrissy_bernal]: and
649
00:28:37,899 --> 00:28:38,020
[john_nichols]: found
650
00:28:37,903 --> 00:28:38,024
[chrissy_bernal]: that
651
00:28:38,061 --> 00:28:38,162
[john_nichols]: that
652
00:28:38,064 --> 00:28:38,185
[chrissy_bernal]: kind
653
00:28:38,649 --> 00:28:39,549
[john_nichols]: yeah
654
00:28:39,241 --> 00:28:39,628
[chrissy_bernal]: sorry god
655
00:28:40,179 --> 00:28:43,048
[john_nichols]: no no i was just saying i'm
sure in your business when it comes to
656
00:28:43,168 --> 00:28:45,235
[john_nichols]: branding that there's huge for you
657
00:28:46,940 --> 00:28:49,184
[chrissy_bernal]: oh yeah absolutely and you know
658
00:28:49,299 --> 00:28:50,289
[john_nichols]: yeah
659
00:28:49,544 --> 00:28:52,710
[chrissy_bernal]: goes back to what i was saying
to about like life happening for you
660
00:28:52,749 --> 00:28:52,975
[john_nichols]: yeah
661
00:28:52,810 --> 00:28:59,060
[chrissy_bernal]: instead of to you and you know
your brand can kind of naturally define self
662
00:28:59,441 --> 00:29:03,147
[chrissy_bernal]: if you just pay attention to what's
happening around you and you know like i
663
00:29:03,187 --> 00:29:04,449
[chrissy_bernal]: said earlier what are those questions
664
00:29:04,442 --> 00:29:04,544
[john_nichols]: it
665
00:29:04,509 --> 00:29:05,491
[chrissy_bernal]: that keep getting
666
00:29:05,379 --> 00:29:05,727
[john_nichols]: my
667
00:29:05,571 --> 00:29:09,037
[chrissy_bernal]: tossed at you and you know i
feel like you and i probably
668
00:29:09,939 --> 00:29:09,959
[john_nichols]: m
669
00:29:10,039 --> 00:29:12,363
[chrissy_bernal]: work with ople like how you were
describing
670
00:29:12,400 --> 00:29:12,542
[john_nichols]: yes
671
00:29:12,403 --> 00:29:14,306
[chrissy_bernal]: where we meet them where they are
because
672
00:29:14,289 --> 00:29:15,129
[john_nichols]: yah
673
00:29:14,386 --> 00:29:16,449
[chrissy_bernal]: we have special needs children and
674
00:29:16,419 --> 00:29:16,707
[john_nichols]: my
675
00:29:16,610 --> 00:29:17,872
[chrissy_bernal]: it has allowed us to
676
00:29:17,990 --> 00:29:18,091
[john_nichols]: ah
677
00:29:18,393 --> 00:29:23,604
[chrissy_bernal]: kind of approach differently than maybe we
would have without special needs children
678
00:29:24,789 --> 00:29:26,619
[john_nichols]: yeah
679
00:29:25,190 --> 00:29:29,697
[chrissy_bernal]: i can feel like i have a
lot more patients than i might not have
680
00:29:30,459 --> 00:29:30,660
[john_nichols]: yes
681
00:29:31,140 --> 00:29:35,928
[chrissy_bernal]: and you know i just feel like
it has allowed me to think okay
682
00:29:35,781 --> 00:29:35,822
[john_nichols]: hm
683
00:29:35,968 --> 00:29:40,155
[chrissy_bernal]: well maybe this person is looking at
it this way so how can i get
684
00:29:40,195 --> 00:29:40,455
[chrissy_bernal]: them to
685
00:29:40,809 --> 00:29:41,074
[john_nichols]: oh
686
00:29:40,816 --> 00:29:46,485
[chrissy_bernal]: you kind of reshape it and understand
what it is i'm trying to communicate so
687
00:29:46,666 --> 00:29:48,930
[chrissy_bernal]: it's really taught me how to communicate
better i believe
688
00:29:50,119 --> 00:29:53,323
[john_nichols]: that's awesome that's really awesome well christie
we're getting towards the end of our time
689
00:29:53,824 --> 00:29:59,786
[john_nichols]: i just got one last question give
me your favorite client story that you have
690
00:29:59,826 --> 00:30:02,716
[john_nichols]: out there that that is just awesome
691
00:30:04,090 --> 00:30:06,494
[chrissy_bernal]: well you know there was just one
company
692
00:30:06,219 --> 00:30:06,466
[john_nichols]: yeah
693
00:30:06,574 --> 00:30:08,458
[chrissy_bernal]: that i did their messaging for
694
00:30:09,249 --> 00:30:10,059
[john_nichols]: my
695
00:30:09,319 --> 00:30:13,286
[chrissy_bernal]: and i chuckle about this one because
696
00:30:14,949 --> 00:30:15,273
[john_nichols]: yeah
697
00:30:15,389 --> 00:30:20,458
[chrissy_bernal]: we did it to work with them
very long because after changing their messaging and
698
00:30:20,478 --> 00:30:25,586
[chrissy_bernal]: getting the clarity there behind that they
had so many leads that came in that
699
00:30:25,750 --> 00:30:25,932
[john_nichols]: yes
700
00:30:25,927 --> 00:30:27,630
[chrissy_bernal]: they had to stop like working for
lead
701
00:30:28,659 --> 00:30:29,302
[john_nichols]: uh
702
00:30:29,412 --> 00:30:33,720
[chrissy_bernal]: because o got to be too many
to i love that story just because it
703
00:30:33,780 --> 00:30:37,887
[chrissy_bernal]: shows the power of getting that clarity
of your messaging and the clarity
704
00:30:37,862 --> 00:30:37,882
[john_nichols]: i
705
00:30:37,947 --> 00:30:40,130
[chrissy_bernal]: of your offer and the clarity of
who you are
706
00:30:40,188 --> 00:30:40,209
[john_nichols]: m
707
00:30:40,591 --> 00:30:45,579
[chrissy_bernal]: getting all of that clarity once you
get all that together everything else just falls
708
00:30:45,660 --> 00:30:49,306
[chrissy_bernal]: into place and so it was need
to actually see it happen i mean i've
709
00:30:49,326 --> 00:30:51,249
[chrissy_bernal]: seen it happen many times but this
particular
710
00:30:51,069 --> 00:30:51,373
[john_nichols]: oh
711
00:30:51,349 --> 00:30:55,113
[chrissy_bernal]: one was so big that they had
to kind of really pump the breaks on
712
00:30:55,294 --> 00:30:58,077
[chrissy_bernal]: their sales people because they couldn't they
couldn't handle any more work
713
00:30:59,309 --> 00:31:00,651
[john_nichols]: that's fantastic i love that
714
00:31:01,311 --> 00:31:01,494
[chrissy_bernal]: yeah
715
00:31:01,352 --> 00:31:05,278
[john_nichols]: that is awesome well christie if people
want to get to know more about you
716
00:31:05,499 --> 00:31:09,465
[john_nichols]: or get in touch with you or
how about this where can people go find
717
00:31:09,566 --> 00:31:12,411
[john_nichols]: more about you about you business about
what you do
718
00:31:13,852 --> 00:31:14,315
[chrissy_bernal]: absolutely
719
00:31:13,955 --> 00:31:14,456
[john_nichols]: where can they go
720
00:31:15,650 --> 00:31:19,597
[chrissy_bernal]: pretty much you can google my first
and last because we will pop up pretty
721
00:31:19,697 --> 00:31:26,127
[chrissy_bernal]: easily but it's chrissie bernard dot com
is my personal website my company website is
722
00:31:26,248 --> 00:31:32,518
[chrissy_bernal]: be a better brand calm and gain
on the social all the social channels pretty
723
00:31:32,578 --> 00:31:36,905
[chrissy_bernal]: much not as active on tik tok
because that's a time suck if you get
724
00:31:36,985 --> 00:31:39,390
[chrissy_bernal]: on tik tok sometimes you're like oh
crap that was an hour
725
00:31:40,779 --> 00:31:40,999
[john_nichols]: yes
726
00:31:42,154 --> 00:31:43,556
[chrissy_bernal]: so i do try and avoid tiktok
727
00:31:44,779 --> 00:31:47,604
[john_nichols]: well perfect so for all my listeners
out there what i will do is that
728
00:31:47,644 --> 00:31:52,812
[john_nichols]: i'll put all chris's information in the
notes of the podcast and also too
729
00:31:52,762 --> 00:31:52,843
[chrissy_bernal]: so
730
00:31:52,873 --> 00:31:57,921
[john_nichols]: if you go over to my youtube
channel have a snippet of our interview on
731
00:31:58,001 --> 00:32:02,989
[john_nichols]: youtube and i also have all of
her information there in the the comment sections
732
00:32:03,029 --> 00:32:08,258
[john_nichols]: are not the commentsations but the description
on my youtube video so thank you so
733
00:32:08,680 --> 00:32:09,042
[john_nichols]: chrissie
734
00:32:10,201 --> 00:32:10,362
[chrissy_bernal]: thank
735
00:32:10,252 --> 00:32:10,720
[john_nichols]: benefit
736
00:32:10,442 --> 00:32:10,583
[chrissy_bernal]: you
737
00:32:11,559 --> 00:32:15,066
[john_nichols]: it has been a fantastic and i
love talking to lock minded people and people
738
00:32:15,106 --> 00:32:19,115
[john_nichols]: that's had some really good experiences in
life that has really changed them thank you
739
00:32:19,195 --> 00:32:20,137
[john_nichols]: so much for being on the show
740
00:32:20,911 --> 00:32:22,277
[chrissy_bernal]: absolutely thank you for having me john
741
00:32:22,254 --> 00:32:27,612
[john_nichols]: m all right well perfect well folks
thank you for listening and we will see
742
00:32:27,712 --> 00:32:29,177
[john_nichols]: you own the next one