Sergey Let's take my example. I have this uh growing video production agency and I don't want to be a commodity. I don't want people to think, hey, these guys do videos like hundred millions of other people who can do the video, you know. And um I think maybe in my storytelling I do something provocative or I watch and I observe what the market is about and just do something completely different just to create this trigger so that people would think hey this guy's making — so how do we actually separate ourselves and create something when there's so many things that already been created in the world.
David Good question. The answer is this. You need to take an honest look and you go, okay, what are the frustrations that people have to put up with when people are looking for what I'm providing? What are the speed bumps? Like I'll give you an example — 11 Madison Park, one of the top restaurants in the world. They had a new owner who took it over and what he did was he started to shift. He didn't go "how do we make better food" because they were already making very good food. Wasn't the product. It was how do we convert a dining experience into an emotional experience? How do we shift the context of what they're actually coming to get?
Sergey Is this the restaurant owned by Will Guidara at some point? Is this story about him?
David Yeah, that's right. Amazingly brilliantly non-conforming. When you're going into a space, there needs to be a wonderful balance between arrogance and humility. Arrogance like — maybe we can do something amazing. Some might think that that's arrogance. I think that that's oxygen. That's my opinion. And then the other side of it — the humility — being humble enough to look, if we're not — I am not an advocate of the kind of humility saying "ah no, no — that's silly Hollywood stuff, that's stupid." Now, when I say humility, I mean this: Am I willing to put aside the idea that I know all about it so that I actually can be curious, be interested, be surprised, and probably break some rules?
David That is what I consider humility. Smart humility. Because not all humility is smart. The kind of humility — "Oh, I know. Where'd you get that sweater? Oh, no, no, no" — that's silly. You see that on the housewives of Orange County shows. So, this really has to do with: okay, am I humble enough to go — maybe there's something here that I don't know. Maybe there's something here that's going to surprise me and delight me. Maybe I can take that and make that our unfair advantage. That's the kind of stuff that opens up the door to — and people go, "Why the hell are you doing that? That makes no sense." And I have this conversation with clients regularly.
David They're like, "Why are we doing that?" I said — because, like in my prior book — Brand Intervention — I wrote that because there were over 30 routine questions or blind spots that always came up. Always. It didn't matter if I was dealing with a global brand that was managing billions or I was dealing with a startup. It didn't matter. They all had the same blind spots. And one of those blind spots was the fact — I covered that there's three phases to branding. There's pre-sales branding, which every company does — pre-sales, promotion, advertising, whatever. Then there's during the sale branding. That's during the experience — like you go to a place to get your haircut, or a spa or something like that. Both of those exist. But the interesting thing is that there's actually a third phase of branding. That's post-sales branding — after the sale. Clients don't expect it. It surprises them and it delights them and you went above and beyond.
David And sometimes if I'm dealing with a client that is accustomed to only looking at spreadsheets going — okay, how much did we spend? How much did we charge? What was our profit? — I said there's at least five items that you will not see on the spreadsheet that will actually impact whether your spreadsheet shows positive growth or negative growth. And so one of those is post-sales branding. And I had one client I had to basically convince. He said, "But David, that's going to cost us a buck and a half." And I said, "Over the course of the lifetime, for each sale, what's your lifetime value of your customer? And you're telling me that does not make sense for you to invest to surprise and delight?" Because no client and no customer is ever going to stay loyal to you or me or any brand simply because we delivered what we said we were going to deliver. That's a starting line, not a finishing line.