How MoveMobility Added $6M in Revenue by Insourcing Marketing [Endless Customers Podcast Ep. 101]

This transcript has been generated with AI and not checked for accuracy.

00:00:00:00 - 00:00:20:07

Bryn Jones

We still have an outbound sales team, of course, but the marketing opportunity growth has been amazing. The growth we've seen have turned into opportunities. It's been it's mean millions and millions of dollars.

00:00:20:09 - 00:00:40:17

Alex Winter

Welcome back to Endless Customers. I'm your host, Alex Winter. And today we have a very special episode. We're joined by Jorge Gonzalez. He's the marketing manager at Move Mobility, as well as Brian Jones, who is the general manager at Move Mobility. And we also have Allison Riggs, who's an executive coach here at impact. We're talking about a real world story today, seeing endless customers in action.

00:00:40:19 - 00:00:44:18

Alex Winter

Jorge and Brian, welcome to the show. It's great to have you both.

00:00:44:18 - 00:01:00:11

Bryn Jones

Thank you Alex, it's awesome to be here with Joy. On this podcast. And we're actually in our own video studio. Because of impact, we have a video studio. So it's a very exciting story. And we're, glad to be on with you.

00:01:00:13 - 00:01:03:15

Jorge Gonzales

Yes. Thank you for having us. We're very happy to be here.

00:01:03:17 - 00:01:14:15

Alex Winter

We're very happy to have you guys in the studio. It looks great, by the way. The lighting and the visuals. You guys look awesome. So very happy to see that you have your studio here. And, Alison, how are you doing?

00:01:14:17 - 00:01:18:00

Allison Riggs

Rainbows and sunshine here, Alex. And a beautiful sunny Florida.

00:01:18:00 - 00:01:35:03

Alex Winter

That's excellent. That's excellent. So I think to kick things off, or at least to start the conversation, Alison, do you want to set the stage of move mobility's story and how they first started to engage with impact and just kind of like setting the stage for everybody out there that's watching and listening?

00:01:35:05 - 00:02:02:13

Allison Riggs

Yeah. So, you know, one of the reasons why I really have loved working with Move Mobility is the story of why they came to us. And a lot of times I not that it's a bad thing that people want to improve their marketing and sales, but with mobility came because they wanted to be the trusted voice in their space and really leaning into the trust component of making sure that they're serving their clients with transparency and with education.

00:02:02:13 - 00:02:25:00

Allison Riggs

That was something that really kind of allure to them, where they ask you, answer an endless customer's journey for them. So, man, I mean, Brant, we've been doing this for almost three years now at this point of of coming in and creating content and videos and working through their sales process to ensure that their teams really feel like educators.

00:02:25:02 - 00:02:58:17

Allison Riggs

And we've got some really cool examples of how the organization as a whole has taken this from the top down, from building trust, showing up with transparency, but then also as individuals within their sales teams and their marketing teams really challenging themselves to show up in a different way for their clients. And so I'm just so excited to share this story because they really have worked so, so incredibly hard, not only for their growth, but to be a leader in their space and to make constructive change within their industry as well.

00:02:58:19 - 00:03:21:10

Alex Winter

That's absolutely amazing. So I would love to hear from Brandon, from George, can you just tell us a little bit about what move mobility is and just let us know, like what the day to day is like and what you guys do as an organization. And then we'll get into all the, unpacking all the fun stuff about endless customers and how you implemented everything that you've, that you've done over the, over the last year or so.

00:03:21:12 - 00:03:57:08

Bryn Jones

Over space. Thank you. Now, I think, livability is an interesting market, and, we've really focused over the last number of years, and especially thanks to impact, has helped us, helped us go down the, pathway of, focus, a very clear focus in the wheelchair accessible market and the mobile medical space. And so, every day we're reaching out to customers and clients that are looking to, improve their access to health care in their communities.

00:03:57:10 - 00:04:11:00

Bryn Jones

And, sales team and marketing team really help drive those customers to bespoke solutions that remove the barriers to health care and transport, transportation. So I.

00:04:11:02 - 00:04:32:04

Jorge Gonzales

Well, I joined the company more than a year ago. And one of the things that I love about the company is the vision that the company has. So, it is it is supporting the community and empowering them to, to make a lasting impact and lasting impact. And me and the team, we are here to tell that story.

00:04:32:05 - 00:04:47:01

Jorge Gonzales

The company has had a amazing story about supporting the community and our customers. So our job in the day to day basis is to assure that story and and share knowledge with the people.

00:04:47:03 - 00:05:11:17

Alex Winter

Excellent. That's amazing. Very cool. So can we start off, can you tell me a little bit about before you learned about endless customers and before you started engaging with impact, what was what was going on with Move Mobility as far as trying to scale the company and grow? Where you having impediments, were having issues or was it going okay, like, can you paint that picture of what it looked like before you started your journey with endless customers?

00:05:11:19 - 00:05:35:12

Bryn Jones

So there's a good bit of an interesting question, Alex. I guess before impact, we were just the company that do the monthly email campaigns and, and sort of update our website once in a while. It was the dusty corner of the company that got the least amount of attention. Okay. And we kind of had to, and it's really grown from there.

00:05:35:12 - 00:06:04:14

Bryn Jones

And it's opened, sites to seeing how we can grow the customer base without, so much outbound effort. We still have an outbound sales team, of course, but it's really, as the endless customers name says, the marketing opportunity growth has been amazing, and I can speak to those numbers, but the growth we've seen of the inbound leads have turned into opportunities.

00:06:04:16 - 00:06:28:20

Bryn Jones

It's been it's mean millions and millions of dollars. So it's been so impactful to go the journey of impact hasn't been easy as whole. Hey can attest. And it started before Hawaii was even here. And we've been through a few marketing managers and it's been tough on them. And Hodges made the cut and brought us through it and doing an amazing job.

00:06:28:22 - 00:06:29:12

Bryn Jones

Over to you.

00:06:29:13 - 00:06:53:14

Jorge Gonzales

Thank you very much. Well, for me, as I said, when I joined the company, I was very, amazed with what the company was willing to do. In my in, in my previous career, I have been thinking about how can we address all the questions that our customers have because. Because making marketing is about answering questions.

00:06:53:16 - 00:07:16:06

Jorge Gonzales

So having the guidance of of a company that have already walk the path because Marcus has started the company because of that, because he already walked this path. So, so having us having that guidance through through Allison, about knowing how to do the things better, how to address the questions, how to ask or how to ask them, how to share stories and everything.

00:07:16:11 - 00:07:18:15

Jorge Gonzales

It is amazing.

00:07:18:17 - 00:07:43:12

Alex Winter

It really is amazing. Yeah. So can you talk to me a little bit, George, about disruptive content and how you've really embraced, you know, saying things that others aren't willing to say and creating content that answers people's questions exactly like you. You just said and I know it's not easy, so I'd love to hear to how like how working with Allison and like building the team internally has really shaped your content and how you disrupted your industry.

00:07:43:14 - 00:08:07:05

Jorge Gonzales

Yeah, sure. When I when I mentioned questions, customers have a lot of questions, not just in nice ones, but the hard ones as well. Right. So there's a lot of people that don't want to address those topics because they don't want to scare customers. So, but they really want to know that. And instead of having them thinking about bad things, let's address them since the beginning.

00:08:07:07 - 00:08:36:17

Jorge Gonzales

So when you answer those about what the struggles will they have, the problems, how to solve them, the price. So talking about everything on front make you a trusted source of information for the customers. So we have been talking about everything, even even competitors. We are part of the Mobile World Association. And when they start learning about us, the the were amazed about how we highlight our competitors.

00:08:36:17 - 00:09:00:09

Jorge Gonzales

And in our content because we talk about them as the good thing as they do. So if there's a customer that doesn't treat or we don't fit their needs, they can see another, another, suppliers then can see the needs that they have. So there so that's have made us a very trusted company for our customers.

00:09:00:11 - 00:09:22:00

Alex Winter

That's amazing. That's really amazing. And can you talk a little bit to you about working with Allison and Allison? I know you're on here too, so feel free to jump in. But how has coaching and having, an endless customers expert, meeting weekly with them? And just like having that person on your, like, almost plugged into your team to, like, give you that guidance and support, how has that helped you on your journey?

00:09:22:02 - 00:09:22:14

Jorge Gonzales

When I go.

00:09:22:14 - 00:09:51:20

Bryn Jones

First. Oh thank you. Well, you know, I think the biggest thing that impact has done for us brought structure, without structure, any company is little lost. And now we have that structure of what does every day look like in the marketing team, even down to simple tactical things like what type of content you publishing and even up to the number of articles that we should be publishing a week for maximum, impact with our customers.

00:09:51:20 - 00:10:13:11

Bryn Jones

So that robust schedule and robust, structure, but it's given us has been amazing. And without that, we wouldn't be where we are. And even down to the team structure. Hey, who do we need to hire next? What is the most strategic hire? One of those people need to look like what does their day to day look like and how are they going to be successful?

00:10:13:13 - 00:10:28:17

Bryn Jones

There's allowed us to get the best people because they see how well structured it is. And we're not just hiring anybody. We're hiring the best of the best because of the structure that we have. Thanks to Alison and the coaching that we receive from from your team.

00:10:28:19 - 00:10:56:03

Jorge Gonzales

If I can add something, I can say that, having someone that that knows that framework, I mean, having that framework that can help you avoid a mistake and try again, mistake and try again and show you how to do these things better. It is amazing. Alison has helped us a lot of with that she she that she has brought us on, benchmark best practices.

00:10:56:08 - 00:11:07:14

Jorge Gonzales

What to do she is she always have a recommendation for the things that we are doing. So having someone that knows how to do things better, it is amazing.

00:11:07:16 - 00:11:22:13

Alex Winter

Wow. That's incredible. Alison, what's it like working with this team? It's. It seems like they're very, very receptive and open to this. How is it? How is, it been, you know, a day to day helping them hire people and just, you know, working them through the endless customer system?

00:11:22:15 - 00:11:59:05

Allison Riggs

Yeah. Well, I mean, first of all, I mean, you can hear their mission and who they are as a company and how they're trying to serve their communities and, and really support people and make life changes for, for a lot of people and to help other organizations fulfill their missions. Right. So a lot of times when they're working with, different companies or their different customers, these are people that are openly serving their community and bringing health care to either underprivileged areas or helping, different types of groups and homes be able to serve more people.

00:11:59:07 - 00:12:32:18

Allison Riggs

And to help them go to activities. And so when you hear these stories from the teammates, it's it's not difficult to to want to help and to want to be a part of it and, and feel like you get to make a little bit of difference yourself. So I've been incredibly grateful to work with this team. And as far as being receptive, I mean, you know, and that was one of my questions of, you know, do do you think in the beginning of your journey was it as easy and open to just be like, yes, let's talk about competitors and, and let's completely change the way that we have done things.

00:12:32:18 - 00:12:57:01

Allison Riggs

I mean, I know what it's been like, but Brian, I want to hear from you. I mean, was it was it is, you know, turnkey and easy to start writing these difficult topics and, and to really dive into, I mean, even your sales team using 1 to 1 videos and, and role playing like talk just a little bit about that, about how you kind of had you've seen the evolution of that receptiveness and and willing to just jump in and dive in.

00:12:57:03 - 00:13:19:14

Bryn Jones

Thank you. Allison. I think at the beginning we were a little hesitant to maybe put on competitions name all over website, but listening to Marcus, it really changed our perspective on it. The way he pitched it and said, hey, it's even though as simple things customer are looking for the competition, you've got your name, this or their name on your website, you want to where your website comes up.

00:13:19:16 - 00:13:39:16

Bryn Jones

So and also that the fact you're willing to talk about the competition shows that you're open and honest and build your trust with the customers. He hasn't been easy. I've gotten emails from CEOs from the competition. Hey, that article isn't true. Take it down. Oh, sorry. We actually got the information from your website and there's been a few.

00:13:39:16 - 00:13:58:12

Bryn Jones

We've upset a few along the way, and there's been some that said, hey, thanks for publishing information about us on your website. We'll do the same for you. And it's got we've definitely shaken up the applecart a little bit, haven't we, George, when it comes to the competition side of things, but it's it's part of disruptive content.

00:13:58:12 - 00:14:18:18

Bryn Jones

And if you look at some of the major brands in the world that are disruptors, they're the most successful one. That's why we're wanting to head and then down to even the role plays. We have consistent weekly role plays with the sales team to make sure that a self checking ourselves to making sure we're doing the best we can for the customers in our conversations.

00:14:18:20 - 00:14:30:09

Bryn Jones

So there's a lot of there's many, many tactical things we can go over. But the competition one is the most interesting one and the most exciting I get about because I get the emails from the competition.

00:14:30:11 - 00:14:57:23

Allison Riggs

Yeah. And I think, you know, like what you're hearing, Alex from from Brant and horror, he is I think one of the most important characteristics that organizations need to have in order for endless customers to be successful. And it's coach ability, willingness to be open minded and to try new things. Right. So when you do have that ability to like, be open minded, right.

00:14:57:23 - 00:15:15:11

Allison Riggs

Like this team has been where you're like, we'll try that. You know what, Allison? We're a little a little skeptical. We're a little nervous. But you know what? We're going to try it. Let's go for it. We're willing to do anything to serve our community better, which, you know, of course, ends up being more revenue. But then they get to put that money back into their communities.

00:15:15:11 - 00:15:50:12

Allison Riggs

Right? So I think if you're really thinking about like what it's been like working with this team in every component from marketing to sales to even their leadership team, it's just been that willingness to try new things, be open minded, and being willing to do things that are different than what's currently happening in their industry. And, you know, when we talk about, like that disruptive content that they're creating, I mean, we're hoping that there might be some things that they want to change in their industry that they've seen as needed to be different.

00:15:50:14 - 00:16:06:01

Allison Riggs

And by creating that content and leaning into, you know, really being willing and open, like there might be some big things that come in their industry, in both the US and Canadian markets. And so that's a really cool thing to, to be a part of.

00:16:06:03 - 00:16:35:01

Alex Winter

It's fascinating. It's really cool to hear these stories, too. I'm curious, before we get into some of the results in some of these amazing numbers and results that you've had with the success that you've, implemented across your marketing and sales teams, what were some impediments, maybe that you, you guys struggled with? You know, when you, when you go from the agency model and outsourcing to insourcing and hiring people on and building this team internally and then bridging the gaps between marketing and sales.

00:16:35:01 - 00:16:42:23

Alex Winter

Well, what was that like for you guys? As, as you, you know, started to implement this, this new system.

00:16:43:01 - 00:17:11:17

Jorge Gonzales

Right. Well, for me, I think, one of the struggles you or you always face is when you onboard the new team member, you need to train them. And one of the things that impact has is this training, and resource center that you have so people can go through those by their own and learn and watch again the videos and all the information that you have about their so they can train their own self.

00:17:11:22 - 00:17:32:02

Jorge Gonzales

A side of the coaching sessions that we have with Allison and her team. So so the struggle I think it is to align the marketing team or the sales team as a first step, and that coaching sessions and that amazing content that you have on your resources, it is a great source of knowledge.

00:17:32:04 - 00:17:59:16

Bryn Jones

I think going from being part of the transition from outsourcing to bring it in-house, remember, I was still in high school at the time, working with the outsource marketing campaign. They just didn't really understand what we did, and we could reach, I think, went through 2 or 3 different market agencies, and we ended up saying, we're never going to spend any money on an outsourced marketing company again.

00:17:59:16 - 00:18:24:01

Bryn Jones

We're just going to figure out ourselves. We got so fed up with the cost for one, and the lack of sort of output we got from them for that cost. And then we came across Marcus and it was like, yes, this is what we have to do. And it's amazing. The platform you guys have of training an internal team, it's not you guys aren't passionate about doing it yourselves.

00:18:24:01 - 00:18:40:23

Bryn Jones

Your passion about teaching the methodology. And I think that's what makes it so successful and would encourage other companies to relook at it, is that you're bringing that in. Okay. So the intellectual property in-house with a very structured approach.

00:18:41:01 - 00:19:00:22

Alex Winter

Yeah. Now that makes that makes so much sense. And we we hear it time and time again, the struggles that happen with outsourcing to agencies and not understanding the company and the cost, and really taking control of of that marketing piece and bridging that gap of sales is, is incredible. And you guys have done it masterfully.

00:19:00:22 - 00:19:23:13

Alex Winter

So let's get into the results, because this is the this is the cool part that I'm most excited about. It says here that you're at $22 million revenue year to date, with 6 million directly attributed to endless customers. So what shifts or actions lead to that, to those results and to that happening? Because those are those are some really amazing numbers.

00:19:23:15 - 00:19:54:16

Jorge Gonzales

I think one of the things that helped us is create that basement of sharing knowledge and everything. So we opened the website to to the public so all the customers can see or and, and potential customers can see the resources, learn from there, educate themselves so they that make us a trusted source, a trusted source. So today they are willing to ask, then ask questions directly to us.

00:19:54:18 - 00:20:24:19

Jorge Gonzales

So more and more people are going to our website to answer their questions. And then if they have something that, that they want to get deep into it, they contact us. So then whenever we get some people contacting us, they already know a lot of things. So our sales team now don't the struggle about explaining all the things, they are very the customers are very engaged with, with the information that they already have.

00:20:24:21 - 00:20:38:13

Jorge Gonzales

So we are getting amazing leads from the website. And I think that's that's one of the parts that are helping us. Sales team is focusing on people that already want to make business with us.

00:20:38:15 - 00:20:58:17

Alex Winter

And that's a huge that's a huge step. I think that's one of the the coolest results that comes out of, you know, implementing this system is that the leads that start to come to you are educated and they know what they they know what they want and what they're looking for. And your sales team has to do less work because they're working with qualified, great, excellent, candidates.

00:20:58:17 - 00:21:17:07

Alex Winter

And I think that's that's the beauty of all this. How how do you see this continuing into the future? So, like, can we just kind of paint the picture of, like, the growth trajectory? So where you were maybe a few years ago, to present day. And then where do you see this taking you, into the years ahead?

00:21:17:09 - 00:21:17:18

Jorge Gonzales

What is your.

00:21:17:18 - 00:21:47:00

Bryn Jones

Picture? Thank you. So I think it was we started as I was cutting what my sister Connie was doing the marketing to the email campaigns, built the website to, then and as customers came along was, at the time. And then we quickly through and through the foundation to get a content writer and a videographer on board, brought those on board and it's really just grown arms and legs from there.

00:21:47:01 - 00:22:09:12

Bryn Jones

So right now we're a team of four people. We have a content coordinator. We have George is a marketing team lead. We have Jayden is the videographer and Quinn is our content writer. And just this past week, we've put up, ads for a junior video person and a junior content writer. So, hey, if there's anyone listening to this in Manitoba needs a job.

00:22:09:14 - 00:22:30:16

Bryn Jones

Hey, talk to Hawaii so you can see the the very fast paced trajectory that we're on. Even just simply in the team growth and how much money that we're putting into marketing. I think just an advice for anyone looking at doing this term. It's going to cost you. So put everything you've got into it and it will be very successful.

00:22:30:18 - 00:22:41:12

Bryn Jones

And if you're not sure, cool, George, he'll share the numbers and it's it pays for itself over time and time again.

00:22:41:14 - 00:23:03:11

Alex Winter

That's excellent to hear. Yeah. And we love Jaden as well. We we actually had Jaden on the show previously to talk about all things video. And he's he's quite a talented videographer and creative, person as well. It seems like you have outstanding team members. It's, it's you are attracting this talent and bringing it in to help you, you know, craft your messaging and tell your story.

00:23:03:17 - 00:23:15:14

Alex Winter

And, it seems to be working extremely well. Allison, how how has it been for you working with a team that is so talented and has, like, all the resources that they need to really execute, all this correctly?

00:23:15:16 - 00:23:47:09

Allison Riggs

Well, and I, you know, I think George mentioned it before, you know, when you attract really great customers and qualified customers because of the the content and the transparency that you lean into, a byproduct of that is also attracting really great talent. So when you are someone who wants to work for a company that has their own marketing department, really leans internally in building their own strategies and, and execution and really pushes the, the, the envelope.

00:23:47:11 - 00:24:18:03

Allison Riggs

Right. So that's something that move mobility definitely has done is they're always continuing to just push that envelope a little bit farther. And so if you're a potential team member and you can go to a website and see that, that's very attractive. And I think that even, you know, with, with team members like Jaden and Quinn who have been there for a while, I mean, they also get to have a little bit of their own autonomy internally because they understand the framework, because they are so bought in and and they understand what move mobility is trying to achieve and how they want to achieve it.

00:24:18:05 - 00:24:45:13

Allison Riggs

They get to be leaders themselves. They they don't just sit there and, you know, not that work is it isn't, you know, leading and building a bigger, beautiful strategy. But but they're not just order takers. They're not just checking off boxes and going in and completing tasks. They really get to be a part of a fantastic team that wants them to lead themselves and to be a part of something bigger and greater that's continuing to grow.

00:24:45:13 - 00:25:06:21

Allison Riggs

And so when I think about the the Jayden's and the Quinn's as well, they get to now have junior geographers and they get to have junior content managers and writers that are going to work alongside them. And so what a beautiful ability. And just like career growth and to really see what the potential future can look like for them.

00:25:07:02 - 00:25:27:16

Allison Riggs

Right. And so or he is going to be moving up. Right. And he he gets to be growing and and these team members get to follow alongside that and continue to serve their community and in such a beautiful way. And I know we talk a lot about the marketing side. And because, of course, those are the big fun numbers that we can easily track, right when we say that $6 million, give or take.

00:25:27:16 - 00:25:47:09

Allison Riggs

Right. Because I know we've got some potential fluctuations in the air. Right? But, there's a sales team too that comes alongside this. And of course, working with with Quinn and Jayden and we're hey, as much as we have, but we've got to work with our sales team as well. And, you know, Brynn gets to lead that really amazing sales team.

00:25:47:09 - 00:26:04:12

Allison Riggs

And we've seen a lot of really great growth. I think brand we can attest to that. You know, I think about some of the team members who who started in not just with assignment selling, but, you know, at a time where we're virtual selling is is probably at its highest. No, we have team members that lean in with curiosity.

00:26:04:14 - 00:26:26:13

Allison Riggs

And these sales teams, they want they also want to learn and grow, right? I mean, if you've ever had to sit in a zoom room with, with ten to 12 to 15 of your colleagues and just have to openly practice and role play a specific sales situation and have to like pause and restart and have people give you, you know, in the moment feedback.

00:26:26:13 - 00:26:53:21

Allison Riggs

I mean, you know, these guys are really willing to to get into the ring per se and just to continue to be the absolute best that they can be. And so I really do just commend the leadership team of move the mobility in that they they really do want the best team players who are willing to come in and be coachable and to be a part of something absolutely amazing and create their own path and create their own growth.

00:26:53:23 - 00:27:17:18

Alex Winter

Absolutely. Breaking down those barriers between marketing and sales is a beautiful thing. And when you have that camaraderie and you have that trust, incredible things can happen. And we've seen that time and time again. So speaking of sales, this is a great segue. It says here that you had a client choose you move mobility over your competition despite being $40,000 more expensive.

00:27:17:20 - 00:27:25:03

Alex Winter

Can you talk to me a little bit about what happened in that deal and just kind of paint that picture for our audience?

00:27:25:05 - 00:27:44:11

Bryn Jones

It's a very interesting success story. It was a customer in the US that we were working with, and it was down to the final wire and making a decision for the customer, and we got the order, and I was asking the sales team about it. And to Simon saying to me, you know, the competition was $40,000 more.

00:27:44:12 - 00:28:12:02

Bryn Jones

I'm like, okay, well, why do we get the order? And the customer said, it's because you really understood what we needed and how we worked. And so the home and the customers and Taylor principles have helped our sales team unpack and uncover the customer's challenges, along with the baseline selling, principles that, Allison have been training us on.

00:28:12:04 - 00:28:39:23

Bryn Jones

And it's all about asking the tough questions the customer has never been asked before. So when you get your customer saying, hey, it's an interesting question. I've never been asked that before. You know, you're onto something. And that's what we've been taught by your team. And it's really digging deep into the day in the life of, as we call it, we do day in the life of this with our customers and, help us understand really how they work.

00:28:40:03 - 00:29:03:17

Bryn Jones

And so we're able to actually prescribe them the most ideal, solution for them, whereas the competition just takes things off the shelf and say, hey, this will work for you and our team. You've done such a great job of presenting those solutions to them and showing them the gap between where they are now and where they want to be, and what needs to happen in between.

00:29:03:19 - 00:29:27:13

Bryn Jones

No one else in the industry is really taking the time to do that with our customers. And so this is where that customer saw the value of $40,000 to spend more with us, because they saw that we've gone the extra mile for it. And we presented a solution that would ultimately be the best thing for them and take them, on even further where they from, where they are.

00:29:27:15 - 00:29:45:16

Alex Winter

Yeah, that makes sense. That makes so much sense. Brendan George, for you, what was it like bridging these gaps between your team on the marketing side of the equation and the sales team? Because it sounds like you have a very fluid and close relationship with with the sales team. So how how has that been as you've as you've implemented all this?

00:29:45:18 - 00:30:03:15

Jorge Gonzales

Well, I think, one of the first things that you need to be aware is that there are silos in the company if you don't address them. I mean, marketing is doing their job sales are doing their job. And if you don't blend them together to to do the same efforts, it's going to be very hard to, to, to accomplish what you want.

00:30:03:21 - 00:30:35:08

Jorge Gonzales

Right? So, this, this, impact framework that they ask for at the beginning and now, this customers has helped us to recognize those, barriers that created that silos. So now that we are bringing the salespeople as the soft subject matter, matter experts, it is it is empower the the, the content will really relate with the challenges that the people this is facing.

00:30:35:10 - 00:30:57:20

Jorge Gonzales

Because when a spring was saying they are very going in deep with, challenges and then they come back to us and then we can know all the things that the customers are, are facing. And then when you talk about that in your content, the people can mirror themselves further and say, oh, they know how to fix those challenges that I am facing.

00:30:57:20 - 00:31:24:13

Jorge Gonzales

Right. So so those are the the hard parts of the, the things that the customers are not being asked or are not asking. So if you put them on front, it is very easy for us to bring people and then we will bring in very qualified leads to the sales sales team. So they, they, they see the value on the on the effort they are doing to help us with the marketing content.

00:31:24:15 - 00:31:34:04

Jorge Gonzales

So that's great. That is creating a revenue team. So we're not focusing on sales. We're not focusing on marketing. We are we are focusing on the revenue strategy.

00:31:34:06 - 00:31:54:07

Alex Winter

That's amazing. That's amazing to hear. So for people out there listening in that are watching and maybe are new to endless customers and are thinking about going all in, or maybe they're hesitant about going all in, what would you say to them? What what advice would you give them? If they're just starting out on their journey?

00:31:54:09 - 00:31:55:02

Jorge Gonzales

Now, first.

00:31:55:04 - 00:32:13:13

Bryn Jones

Thank you. I think this grasping with both hands and run with the if anything, you can invest in worthwhile in a company, especially when you're getting going, is your marketing. You fix your marketing, it will pay for itself, and customers will come running to you. And that's what we found. Or over to you. Why? What do you say?

00:32:13:15 - 00:32:35:18

Jorge Gonzales

Well, I will recommend. To really, board in the process of getting with impact. It is going to save a lot of time. It is going to save a lot of efforts because they already know the path and they have work. It. It is not that they are just putting together some things to, to, to help, the companies.

00:32:35:20 - 00:32:52:17

Jorge Gonzales

It is that they have done that when they are still doing this, the same thing. So they leave the, the, the way they teach. So, so I think it is it is a it is a very smart decision to go with impact because it is going to be doing things easier for you.

00:32:52:19 - 00:33:06:16

Alex Winter

Well said. Very well said. So for people out there again, watching and listening, it's definitely worth the investment. You get a return on your investment. It is definitely hard work, but the results speak for themselves.

00:33:06:17 - 00:33:22:18

Allison Riggs

When we talk about those big numbers. Right. And we we talk about the ROI side because bread, you know, you you've mentioned that you just got to dive in, right. Like it might it might be a little scary, but you got to just, you know, jump, jump, fall into the pool here. Let's go through some of the numbers that we talked about.

00:33:22:18 - 00:33:50:20

Allison Riggs

Right. So we mentioned that we're we're on track right now with overall revenue for the company at a 22 million with 6 million attributed to your inbound efforts. Right. And so, Courtney, when you and I spoke to like, you all have already created about 450 leads coming from those inbound efforts, which surpassed your goal of 400, if you wanted to hit 400 leads by May 1st.

00:33:50:22 - 00:33:59:06

Allison Riggs

So to talk to us a little bit about what do you think led to, you know, that that big jump in in that number?

00:33:59:08 - 00:34:30:00

Jorge Gonzales

I think one of the things that are boosting the number of leads coming is that from that relationship that we have in the revenue team, with the sales team, we are addressing the bigger questions. So at the beginning, we were just doing, topics that we think the people will be thinking about. But in this revenue meetings that we are having, we're getting a lot of a lot of insights and information and feedback from the from the customers through the sales team.

00:34:30:02 - 00:34:59:19

Jorge Gonzales

So now we are addressing all the questions that we really have. So I think that now, we are doing a better job about educating customers like, like, as, as we were doing at the beginning. So that's having getting us more, more people on the websites. And then we have been setting up some, some of the things to target the correct markets.

00:34:59:21 - 00:35:24:21

Jorge Gonzales

So we are have also been doing a great job with the sales team about understanding who is the correct customer for us, and then we can adjust everything and speak to them. So so I think that's that's why we are getting more people. Trying to connect with us, not just not just traffic, but trying to connect with us.

00:35:24:23 - 00:35:48:07

Bryn Jones

Bring it. Yeah, I think it's really, really important that if anyone does onboard this program is getting the sales team onboard as well, because without that, you're not going to get those questions. And there's articles in the content that you need. And I think has been the biggest part of the big success is that there's no lack of content.

00:35:48:08 - 00:36:06:05

Bryn Jones

You would have thought that by now we've spoken on everything possible about wheelchair vans and medical vehicles every week, and Quinn's inbox is flooded with new ideas and the sales team, so it's a just a revolving circle that brings teams elevating everything that we do.

00:36:06:07 - 00:36:32:14

Allison Riggs

Yeah, I love that because, you know, when the sales team ultimately has to be the ones interacting with the potential customers and closing those those leads and moving them through the process, which we've also talked about, you know, from those 450 leads, you had 98 real qualified opportunities created with to date, 38 deals closed because I'm still and that we're going to close more of those 98, that we had to come through.

00:36:32:14 - 00:36:59:19

Allison Riggs

But 38 deals closed specifically from those inbound efforts. And then even your average deal size increasing a pretty significant amount, which was important to you brand, you know, from a leadership perspective, is it's great when we close more deals, but we we can get that average ticket number up. That's also a really big thing. So just talk to us a little bit about that around closing or those deals that that close rate increasing and then even your average deal size closing and how that's what that's meant for you in the team.

00:36:59:21 - 00:37:22:16

Bryn Jones

I think the biggest impact is had on, so the sales closing is that the time from open to close has actually shrunk with those inbound leads. It's really interesting to see. And it goes back to what Marcus speaks about in the beginning, is that you're teaching the people what, as they're on your website, and it helps the sales process.

00:37:22:17 - 00:37:44:17

Bryn Jones

It's very it doesn't make sense to start with, but once it starts to happen, it completely open your eyes. And a sales team just want to do more of it. And yeah, even simple tactics down to hey, every email that you send has to include a link to an article or something on the website, bringing those customers back to the website.

00:37:44:19 - 00:38:16:01

Bryn Jones

They learn more every time they're on it, and it makes your sales process even easier. And so you're doing less teaching and more, trust building with the customer because the resources is teaching them. You're just the sales person is helping them get through that process, through the the baseline selling principles. So it's very holistic. And the it's also how to increase the value of those opportunities because the customers want to do business with us.

00:38:16:03 - 00:38:40:05

Bryn Jones

So spending a little bit more on the vehicle because we've prescribed things that we feel they need to be successful. It's not a no brainer for the customer because they can see the homework that we've done and understanding their pains, why we've actually prescribed them, the things that we have. Whereas other solution providers don't understand the customer as deep as what we do.

00:38:40:05 - 00:38:56:04

Bryn Jones

So we come so they can give them that in-depth analysis that we understand now to prescribe them to that ultimate solution that doesn't just work for them today, but we'll grow with them into the future.

00:38:56:06 - 00:39:24:22

Allison Riggs

Yeah. And I think that is such a a cool thing to see with your sales team is that curiosity where they really do dive in to give the best. I don't even want to say solution, right? Because yes, the solution, of course we end up getting there, but because your sales team is so curious and asking those deeper questions and really ensuring that they fully understand one, they're able to provide that education and content throughout that sales process, right?

00:39:24:22 - 00:39:46:04

Allison Riggs

So hey, I heard you on our call say this, which typically means you might be thinking or wondering more about this. Let me include this article, or let me include this video so that you can really feel confident in the decision that you're making. Because you truly understand you know what it looks like and how it's going to serve you and your community even better.

00:39:46:06 - 00:40:10:16

Allison Riggs

And then that's how you are able to craft and give them that bespoke solution, right? Of like, hey, here's everything that I heard. This is how you can serve, your clients, right? Your community members even better. And so I love that you all really see how that holistic piece comes together here and how it takes everybody right from your leadership team.

00:40:10:16 - 00:40:29:09

Allison Riggs

One buying in, wanting to truly implement in those customers at the highest, at the best level, right. Your sales team coming in and saying, yes, we want to be a part of our revenue team. We want to help out the marketing team and not just, hey, make this graphic for me, but how can we truly work together to build something amazing?

00:40:29:09 - 00:40:49:05

Allison Riggs

And then your marketing team just being able to come in and push the creativity to help your sales team show up in the best way possible. If you guys talked about your video studio here, right? I love watching your videos with all of your team members, right? But it helps them show up more confident, right? It helps them to feel like they are that trusted, that trusted voice.

00:40:49:05 - 00:41:06:01

Allison Riggs

And they really, truly are subject matter experts from the environment that they're in, from, you know, Quinn helping with scripting. And it's just it's a really cool thing to see. And I'm I'm so stoked and excited that you guys are having such big numbers. And man, we're only we're only in May.

00:41:06:03 - 00:41:31:04

Jorge Gonzales

I mean, let me add something about what you were saying about the videos. Having the sales team in the videos has been amazing for the customers because when the customer is watching a video and then he's crawling with a salesperson and he did the same one they build, it is building trust because because they are listening to the people that is going to be attending them in the future.

00:41:31:06 - 00:41:45:18

Jorge Gonzales

So, so having inside people showcasing the videos is an amazing thing to do. So, so that's, that's how it is better to have everything in-house than hiring someone else.

00:41:45:20 - 00:42:03:00

Allison Riggs

So funny George, because, you know, I remember, one of my first sales calls where, you know, one of our potential clients came on who's a client now, and he was like, oh my gosh, she was like, I've seen you in so many videos on your website and on your YouTube channel. He was like, I'm I'm like star struck a little bit.

00:42:03:02 - 00:42:08:14

Allison Riggs

And I was like, oh, that's that's so fun that you get to see me.

00:42:08:16 - 00:42:32:18

Bryn Jones

The thing that also the opposite with the articles applies because when a salesperson sends an article written by some someone else, it's not just the salesperson pitching product, it's actually someone else teaching them about something. And so the ads come down, I believe, and it really helps builds the trust with the customer and help speed up the deal.

00:42:32:18 - 00:42:53:01

Bryn Jones

Because, okay, it was written by Quinn, it was written by Hornet. Oh where's Simon and this oh it's to is so many different people working together to have our customers right. It doesn't seem salesy. It's just you just coaching and teaching people. There's a there's a holistic way of bringing customers that way.

00:42:53:03 - 00:43:21:18

Jorge Gonzales

And one of the things that we haven't talked about is the social proof. So it when you're when you are, when you have customers and they are willing to give reviews for you or they are willing to be featured on a video with you, or they want to share their knowledge as well, it helps a lot. And then we include those quotes or mentions in our articles and videos, not just on social media.

00:43:21:23 - 00:43:31:05

Jorge Gonzales

So when people is learning and reading and everything, they can see that there are similar organizations using our products.

00:43:31:07 - 00:43:33:07

Alex Winter

Absolutely, absolutely.

00:43:33:09 - 00:43:34:05

Bryn Jones

Well.

00:43:34:07 - 00:43:56:19

Alex Winter

You heard it here first, folks move mobility, turn trust into revenue. And we all know how important trust is. Trust is the basis for any good relationship. And you you guys have done it extraordinarily well. So congratulations on all your success. Thank you for sharing your story and for sharing, all these all these wins and, just educating our audience on what it's like to implement this system.

00:43:56:19 - 00:44:00:21

Alex Winter

It's been, it's been a great conversation, both.

00:44:00:23 - 00:44:17:22

Bryn Jones

Thank you, Alex and Allison, for the time. And it's been great sharing. And if there's anyone that's a little unsure about jumping in, please feel free to reach out to us. We are happy to talk them through it and encourage them along to to do the same, because it's been nothing but success for us. Okay.

00:44:18:00 - 00:44:22:18

Jorge Gonzales

Thank you very much, Alex Generation, for having us here. Our pleasure to share our story.

00:44:22:18 - 00:44:36:16

Alex Winter

Yeah. No, we're so happy to have you on the show. We'll definitely have to have you back and we'll put in the show notes, all your information. So people, if they want to reach out or if they have questions, can certainly do that. Keep crushing it. Keep doing what you're doing. George Brant, it's been a pleasure. Allison.

00:44:36:16 - 00:44:56:23

Alex Winter

Thank you for joining as well. And for everybody out there watching and listening. This is endless customers. I'm your host, Alex Winter. We'll catch you on the next episode.