Expert Insurance Marketing Entrepreneur Shares Branding Tips | Musselwhite Marketing

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Expert Insurance Marketing Entrepreneur Shares Branding Tips

 

 

 

Insurance Branding Tips from an Expert Insider

Linda: Hey, this is Linda and Charles with Musselwhite Consulting. We’re a digital marketing agency that subscribes to the seven pillars of digital marketing.

  1. Websites
  2. Content
  3. Email
  4. OnlIne Ads
  5. Video
  6. Social Media
  7. Reviews and Testimonials

Charles: Websites, content, email, online ads, reviews and testimonials, social media, and video. You gotta have them all.

Linda:
 Absolutely.

Charles:
 We even talk about them in our book, but we’ll talk about that some other time. Look, today folks I just gotta tell you, we have the distinct honor and privilege to introduce to you a gentleman that we met at another marketing conference last year in San Diego. And you know when you come across someone you just know that you know that you know that they know what they’re talking about?

Linda:
 Mm-hmm (affirmative).

Charles:
 And they’re legitimate and they’re real? Well, this is one of those guys. And the interesting thing is, when we met him, he was giving a brief talk on branding, and then about three or four days later, we get back to the office, I get a business card.

Linda:
 Oh wait, wait. The back.

Charles:
 Oh, that was the back, sorry.

Linda:
 No, front and back.

Charles:
 Front and back.

Linda:
 A lot of people miss that.

Charles:
 I get a couple of letters and then the game changer. A guy’s magazine. Bill Landing. Listen, this guy is a wealth of information. He’s gonna share a lot of stuff with us that makes an insurance agent and agency successful. And I’m sure you don’t want to hear me keep rammering on, so with that …

Hey, Chris Paradiso, how are you? Tell us about yourself, my friend.

Chris:
Wonderful. Couldn’t be better. The only thing that would make me happier is if there was the beginning of summer, and not the end.

Charles:
I’m with you.

Chris:
Nothing we can do about that.

Linda:
 Absolutely.

Charles:
So why insurance? Why’d you get into the business. Tell us your story.

Chris:
Well, it’s a very uninteresting story. Why I say that is anybody that knows me, including my parents, know I’m an extremely competitive guy. So I was playing in an all-black invitational, I played on an all-black team which, I go to Canada, the only white guy playing, and I meet this other gentleman from Connecticut. How is he up there? He’s up there vacationing. He goes and he wants to see us play, because he’s from Connecticut, and I represented the Connecticut team. Marcus Camby was on our team, who’s just retired from the NBA.

Charles:
Wow.

Chris:
 Michael Williams was in the NBA. We had a really good team. And so I get up there and we run the gamut. We clean house up there. We do extremely well. So, I get back from the trip, and my father gets a phone call from a gentleman named Mr. Wolf. And Mr. Wolf and his son were at the game, and they were from Connecticut, and he was an insurance agent who owned his own agency, and he said, “Hey. Love to get your son and my son together on some teams.” He was a very active college … At that time it wasn’t college. We were pre-college, but ended up both going onto college. Very competitive guy. And he said, “Some day when your son gets out of college, I want him to call me. I want to share with him the world of insurance.” And-

Charles:
Nice.

Chris:
… so my father was a State’s prosecutor and an attorney, which was kind of interesting. Now you can’t do that, but as a State’s prosecutor my dad did an awful lot of raising money for these all-black invitational basketball, which had opened a lot of doors. And this gentleman said to me, once I graduated, “I’m gonna tell you, I love insurance. I’m gonna give you four opportunities to go to four different carriers, and after three years, you’re gonna call me back and you’re gonna learn the business and you’re gonna come work for me. But first you have to make it in the industry. 99.9% will fail and you may be one of them. That’s why I don’t want it to be on my dime. I want it to be on the insurance company’s dime.” And that was like a kick where it counts.

It gives me goosebumps. I remember where I’m sitting. I remember his facial expressions, and I also remember what ran through my head. “There’s no frickin’ way this guy is telling me I’m failing. Nobody tells me I fail. Only me. And that’s just the way my life has been. My father’s like that. My grandfather showed up in this country at the age of 16. He didn’t speak one lick of English. Not one lick. To be able to say what he did is amazing to have a story. He never finished third grade. He was-

Charles:
Wow.

The 7 Pillars of Digital Marketing for Insurance

  1. #Websites
  2. #Content
  3. #Email
  4. #Social Media
  5. #Online Ads
  6. #Video

Chris:… a barber. Purchased his own house when he was 21. Fought in World War I. He didn’t speak any English. Fought for this country. I think that’s the sum of who I am when I say, “Hey. Somebody tells me I can’t do it, and I want to do it. Watch out, I’m gonna do it, and I’m gonna prove you wrong. Not for your sake? But for my sake.”

Charles:
Sure.

Chris:
 So the story isn’t fascinating, but I did not like it in my first year, but I said to my mom … I’ll never forget this, going out to eat. A month into it, saying, “I’m struggling terribly. I just hate what I do every day.” She looked at me and says, “Find another industry.” And I said, “I can’t do that.” And I said, “Mr. Wolf said 99.9% chances I’m gonna fail, and there’s no way that I’m gonna allow that.” And here I am today, 20 years later.

Charles:
And doing okay, I guess, right?

Chris:
Not complaining. The good Lord has blessed me very well, so …

Charles:
Right on.

Linda: 
Wow.

Charles:
 Hey, so personally, I think that’s a great story. One of the things for us is, we tell folks all the time in insurance, no one wakes up excited to talk to somebody about their insurance. They just don’t. But I do know this much. Having spent time … I was a series 7 and 66, sold a lot of insurance between the hours of 6:00 and 9:00 p.m. at the kitchen table at people’s homes. They’re more interested in you and making sure that they can connect with you, and they can confide in you. They need that story. They wanna know-

Chris:
Isn’t that the only thing that separates you from your competition? Who you are. What you believe in. What you stand for. You know, how you relate to people. It’s the only thing that separates me from the other 59 to 60,000 independent insurance agents, or however. It’s thousands and thousands of them. It’s the only thing that separates me is who I am. It’s the only thing.

Charles:
I agree. Ad so folks, I just want to make one statement here. So, to me, 60,000 agents is legitimate and success leaves clues. You want to be more, you gotta do more. You want to be where someone else is at, look at what they’re doing. Don’t copy them, but emulate what they’re doing and make it yours. Make it your own personal story, your own personal brand. And that’ll attract the right folks.
‘Cause you know, when we first got started, you had those clients, when they call you and you’re like, “Oh, no. Don’t pick up the phone. I don’t want to talk to them today.” Well, what we realized is, we really were being true to who our story was, and we were putting some nonsense out there, and it was attracting the wrong people. And that was a difficult one for us to shift. When we mentally shifted what our message was going to be, who our target audience was gonna be, it was almost like overnight, we had alignment and things made it a whole lot easier. A whole lot easier.

Linda:
Yeah, I think when-

Chris:
 Absolutely.

Linda:
… you’re true to yourself and your purpose, things happen. People are attracted to you.

Charles:
 For sure.

Chris:
Well you’re the average of the five people you hang around with most, so choose wisely.

Charles:
Love that line.

Linda:
 Yeah, absolutely.

Charles:
Hey, and don’t be afraid to refresh every once in a while.

Chris:
No. And can I tell you something? I recently did. I never felt better.

Charles:
Nice.

Chris:
And sometimes good friends don’t end up being good friends, or maybe they’re just different than who you are? And that’s okay.

Charles:
Yeah.

Chris:
And it’s amazing on how much better you get when you carve out cancer. And I don’t mean that like the person’s a bad person. It’s just the person and I have different morals and ethics and together, to me, I’m probably hindering him and he’s hindering me.

Charles:
 Sure.

Linda:
Yeah.

Chris:
We’re both too on different wavelengths. And I’ve gotta tell you. It happened about two and a half months ago. Huge stress reliever. Kept me laser focused and what’s happening now is just unbelievable. And replaced him with somebody who should have been in there six months, a year ago.

Charles:
Nice.

Chris:
So when you say that, that is the absolute truth.

Charles: 
And-

Chris:
It’s okay.

Charles:
As another one of our mutual friends says, “There’s not wins and losses. There’s just wins and lessons.”

Chris: 
It’s the truth, isn’t it? You don’t lose if you learn.

Charles:
Exactly.

Chris:
You won’t lose if you don’t learn.

Charles:
So we’re focused on talking about marketing for insurance agents, insurance agencies, and independents specifically. My question to you, in everything that you’re doing right now, what do you see as the number one challenge to these people that are out there today?

Chris:
I think it’s simple. The problem is is will agency owners and the industry embrace it, which I haven’t seen the embracement of branding. By far it’s the number one thing. I can tell you on Facebook. I can tell you how to make money on Facebook. I can tell you how to make money on Twitter. We can go down the gamut. I don’t care if you go to Pinterest. We have a huge following on Pinterest, but the following on Pinterest, which is a visual content marketing social platform, just as Instagram, right? At the end of the day, if you’re spraying and praying, you’re not getting anywhere. So if you don’t have a brand, the number one thing insurance people … I don’t care if it’s an insurance agency owner, I don’t care who it is. You need to create a brand guide to understand what are the guidelines of what your brand is. Who it is. What does it stand for? And what are the colors? Key. A brand guide.

The number one thing I could tell any agency out there, and it’s amazing ’cause I’m starting to see more and more agencies getting better in the social world, but there’s no direction. What are they saying? What are they standing for?

You know, Winston Churchill always said, “You have enemies? Good. That means that you stood for something in your life.” You’re never gonna please anybody, or everybody. So what you stand for is okay, you know? I stand for standing for the flag, and people recently beat me up on social media. It’s okay! I don’t need to write insurance with 100 million people, but I can guarantee you 50 million people will stand behind me and will stand for that flag because we respect the fallen soldiers and people who have fought for that flag. It’s just a belief, right? I’m not saying it’s right, wrong, or indifferent. It’s what I stand for.

And at the end of the day, every agency needs to stand for something, and I’m not sure that we do, because the biggest thing I always ask people is if you were looking at, just like, even your consulting business, and I own a brewery and a hair salon in the building here, and I always say one key thing, “If someone looks in from the outside to that glass door, what are they seeing?” If they’re seeing the same thing as everywhere else, you gotta problem. And when you walk in, it should … Who you are and what your agency stands for, just like a business should be all over it. Your brand should be everywhere.

Linda:
Yeah.

Chris:
And that’s one thing that we focus on. From the time you walk into our office, you’re gonna know what we stand for. Family, the country, our veterans, our flag. It’s everywhere. And it’s everywhere because I try to hire and bring teammates on who believe similar to me, right? Because it’s that important to me that that’s what we stand for. Rescue dogs who walk in, my rescue dog’s gonna greet you. You know, I’m a big believer in rescue dogs. It doesn’t sound like a brand, but it is a brand. It’s a whole culture out there of people that come together that believe in rescuing dogs. And it’s amazing. It’s like socks. I wear a different crazy pair of socks every day. You should see the socks community. It’s amazing-

Charles:
Oh, yeah.

Chris:
… how many people say, “Hey! I see you all over the place.” I was in Cleveland. I was going to speak at an event and the guy hired a car to pick me up at 7:00 a.m. and a guy’s walking out and he says, “You’re his main speaker today!” And I’m sitting there and I was tired. I got in, like, at 4:00 from a crazy airplane ride, so I was beat, and I look up, I was like, “Yeah. How do you know that?” He says, “I recognized you from your socks.” Well, from my socks.

So if we don’t think branding’s powerful, I will challenge anybody in the insurance space ring, there’s two companies that I know, only two, that never ran a sale, ever. Do you know those two companies?

Charles:
 I didn’t know this was going to be a test, so I’m a little nervous. No, I don’t know those two companies. Who are they?

Chris:
Louis Vuitton and Apple.

Charles:
Oh.

Chris:
Tell me-

Charles:
Yeah?

Chris:
… Apple apologizes for its pricing.

Charles:
No.

Chris:
And what’s the biggest thing you hear in insurance? Price, price, price. It isn’t price. I just had a lady right before here who is changing everything over, not for price, for coverage. She did not know. Sit down and educate people. I don’t care what it is. I don’t care if it’s an Apple phone. They’re the best educators. Go into an Apple store. They want to share. They innovate my kids. My kids will be there two hours. It’s like a babysitter. I’m buying stuff that I didn’t even go in to buy. But they’re mesmerized. And why, is because their brand is so … They never apologize for it. And they say they’re the best.

Charles:
Yeah.

Chris:
Nobody … I would argue with somebody and say that they are the best. But you could always argue and say, “No, they’re not the best.” And it’s an argument, right? We agree to disagree. People stick up for those brands. Louis Vuitton’s another one. No outlet stores. No sales.

Linda:
Yeah.

Chris:
And there’s something to be said about who they are and their brands.

What You Should Do Next

  • Watch part two of Expert Insurance Marketing Entrepreneur Shares Branding Tips with Chris Paradiso
  • Leave a comment below
  • Check out the FREE resources at Musselwhite Marketing
  • Check out Chris Paradiso and Paradiso Insurance

 

 

 

Charles: For sure. For sure.

Linda:
It almost sounds … A lot of things that you were talking about reminds me of differentiation. So as an independent insurance agency, you have to differentiate and your branding definitely is that. Your cause is definitely that. What would you suggest for someone that isn’t differentiating? I’m sure you would push for them too, to do that.

Chris:
  Well, the key thing is if you’re an independent agent, you’re already different. Who’s the number one carriers in the country? State Farm, DICO. Those are all captive. Define the word captive. And if I asked you, it’s kind of like people say to me, “Why don’t you have Trusted Choice or PIA on your business cards?” And I said, “I love Trusted Choice. I love PIA. There’s no disrespect to them, but nobody knows who they are. We, in the industry, know who they are, but the public doesn’t know who they are-

Charles:
Right.

Chris:
So when somebody says, “Well, what is Paradiso?” I said, “It’s simple. Go to our website.” If it doesn’t scream red, white, and blue. If it doesn’t scream our veterans, it should be screaming who we are, what we stand for, and our 12 promises are gonna come through. Which separates us. Just make promises to customers. Hang them up on every wall in your office, which we have. My new office, it’s sitting right here. It’s gonna be hung up. There’s 12 promises. We’re gonna treat you like a human being. You’re not gonna call an 800 number. When we screw up, we’re gonna own it and bring you a solution to fix it. I can guarantee you every agency, every business screws up, but how many of them say when they screw up, “We’re gonna own up to that, and we’re gonna find a solution and call you back to fix that.” And it’s something as simple as that.

Another key one for us is, on every phone call, we’re gonna lay out what is the next step. So if we’re gonna get a quote from you. “Hey, is it okay that we get back to you by 3:00 tomorrow?” I need your buy-in, because at every age bracket, when we say, “Oh, I’ll get back to you,” what does that mean?

Charles:
Yeah.

Chris:
That’s a very scary word. And if people don’t think something as small as that. That takes all the psychology of losing that business. If you say, “You know what? I’m actually going on vacation tomorrow afternoon. I’m really anxious. Could you get back to me?” This lady came in. She says, “I’m leaving on Thursday to surprise my son on his 50th birthday. Could you get this done?” “Come back tomorrow at 9:00. Bring your checkbook. I promise you we’ll have everything laid out.” And she said, “Perfect.”
Charles: Nice.

The 7 Pillars of Digital Marketing for Insurance

 

 

#Websites
#Content
#Email
#Social Media
#Online Ads
#Video

 

Chris: It wasn’t that … You know, some people say, “Well, that’s …” you know, I know know the difference between the east coast and the west coast is, some people say we’re pushy, right? If I don’t lay it out, I need to ask for the business. I need to say, “Hey, I need the business and here’s the reason why I feel I deserve the business.” And that’s basically what I did, and she’s coming back. But I also … The other aspect that I think is critical to your business and my business. The insurance world doesn’t do it well. Ask people how you want to be communicated with. It’s the number one reason why people leave you. Not ’cause of price. And I have the statistics here from Forrester Research, [Ellen Pirani 00:16:40], to prove that everybody thinks it’s price. It’s not price. It’s customer experience, which plays in the role of customer service.
How you communicate with your staff. Are you communicating with your prospects and saying, “Hey, I’m gonna get back to you. Is 12:00 tomorrow okay?” ‘Cause you know what some people say? “No, I really want 5:00.” I had this recently happen, which was bad for me. Somebody called at 5:05 last Friday, and they said, “Oh, I think he stepped out. I’m not sure. I’ll have him call you back.” Well, I hadn’t seen my kids in 10 days ’cause I’d been working a lot of hours and traveling and stuff, so I decided to head off. My kids were an hour and a half away at our beach house, so I really wanted to surprise them and get down there, so I left early. I called her 8:30 Monday morning. “Oh, I wasn’t good enough to call back on Friday?”
Charles: Oh.
Chris:  We did not lay the foundation. We screwed up-
Charles: Yeah.
Chris: … on our communication. Something so simple. It’s all a part of our brand. She’s a client. She says, “You guys, one of your 12 promises is you’re gonna lay out your communication.” And I said, “You’re right. We failed you.” I sent her a handwritten note card apologizing. I told her it won’t happen again and I sent her a $10 gift card to Dunkin’ Donuts. It’s what good customer service and experience deserves.
And I will always say this, “The difference between customer service and customer experience is customer service is getting something done. Customer experience is how are you feeling when you leave?” Tell me the last time you felt leaving an Apple store that I just spent thousands of dollars, and I feel good. I shouldn’t feel good. What did I just do? I could buy a $500 computer. I don’t need a $2,000 computer. But it’s the experience. And the way you leave here or the way we hang up a phone is absolutely critical to the brand, because our brand plays a key role that we will treat you like a human and not a number. That is one of our 12 promises. We don’t want numbers here.
When you say, “Hey. How do you become different?” That’s how we become different.
Linda: Yeah, absolutely.
Chris: And it’s harsh. Because my teammates say to me, “We have to live up to a very tall task.” And the great thing is, is if we fail, they let me know. They don’t call the other agency down the road. They’ll let me know I failed. And I’ll let them know, “We did fail you. And let me make it right.” It’s okay.
What You Should Do Next

  • Watch part three of Expert Insurance Marketing Entrepreneur Shares Branding Tips with Chris Paradiso
  • Leave a comment below
  • Check out the FREE resources at Musselwhite Marketing
  • Check out Chris Paradiso and Paradiso Insurance

 

 

 

Charles: At the end of the day, it is okay. And, Chris, in what you’ve just unfolded … You’ve outlined a number of different things, but what I kept hearing was just process, process, process inside the brand and-
Chris: It is …
Charles: … that is critical because without a process you’re just kind of wandering aimlessly and hoping that whatever you’re doing today is gonna work tomorrow. And like, even with us, again with websites, content, emails, ads, videos, social media reviews, there’s a lot of stuff to pack in there. And if we weren’t process focused, we’d be overwhelmed and we wouldn’t be able to get things done. We wouldn’t be able to produce results for folks, so process, process. Process is critical.
Chris: Absolutely. And failing’s okay.
Charles: It is.
Chris: I don’t fear on any of it. ‘Cause you said one of your last ones was video. Video is absolutely critical in today’s day and era. Critical.
Charles: Yeah.
Chris: It’s emotion. It’s emotional, isn’t it? A video can show emotion. A letter can’t.
Linda: Yes.
Chris: Right? A text certainly can’t. Oh, no. Now we have emojis, right? But it’s still not the same. It’s not the same as a video. Video proposals. Absolutely critical to every agency. If you’re sending a personalized quote, why would you not sent a video proposal that they can see my teammate or myself communicate and educate them line-by-line on all of their coverages? It’s a two-minute video. It protects you on ENO, and they can actually share the experience with you. And you always follow up with saying, “Hey.” Because ours actually will come back and let us know that they watched the video, and then we will simply email, “Hey. Glad that you had a chance to watch the video. I’d love to set up a time tomorrow that we could finalize things. And I would love to answer any questions.” 99% of the time when I send a video proposal, there are no questions, because we take the whole quote. We go line by line, and it’s highlighted, so it’s impossible for you not to understand it. It is really very very simple.
And people say, “Well, people don’t want a video proposal.” Well, how do you know they don’t want a video proposal? Send it. If they don’t want it, they’ll say, “Hey, I don’t like video proposal or I don’t like the video. Send me my quotes.” No problem. But if you don’t do it, you’re missing on the emotional side of a video. I love video.
Charles: I need to capitalize on that just for a moment because, Chris, we’ve been preaching video for years and with these little guys. Mine’s an Android, not an Apple, but we’ll have that conversation some other time. But listen, folks, we’re all walking around with these little portable TV studios in our pockets. It’s not been any easier to record video. And Chris, just like you, when we do a proposal we do the same thing. I actually … We write out the proposal and we have this little software that’s super easy. It’s very light. It doesn’t bog down the system. I fire it up and just like you, we go through line by line, we talk about it, and we send them the video and the proposal as well.
“Listen folks. Here’s the thing, the way I look at it is this. I can give you a 1500 words on a page to read. You might read the first paragraph, maybe the first sentence of the net paragraph, then you start to scan, and if you don’t see anything that captures your eye, you’re out and you move on. If I give you a video, even if you don’t watch it, you still hear it, and that’s the cool thing about videos is that the modalities could be visual, it can be auditory, and it affects the brain differently. And to Chris’s point, you’ve basically just humanized that whole interaction. They see you and you control the frame of reference.
So think about this again. Going back to the fact that we know most folks don’t like to wake up and go talk to their insurance guy or gal for the day, but if you do it in a video, you can take away whatever preconceived notion they have about not being happy or it’s gonna be painful or this or that, and you take all of that away. And I think if you’ve got those tools available to you, you would be making huge mistakes not to leverage them in your business, whatever it is. We’re talking insurance today, but that is … Video right now is a big big game changer.
And one other thing, and I’ll stop talking, the first time you do video, we’re our worst critic. You’ll probably hate your voice, hate the way you look. It doesn’t matter. That’s just you being critical of yourself. That next customer walking into your office doesn’t care. They just want to know that you’re the right person for them.
Chris: Absolutely. And it’s funny. You said seven pillars.
Charles: Yes.

The 7 Pillars of Digital Marketing for Insurance

 

 

#Websites
#Content
#Email
#Social Media
#Online Ads
#Video

 

Chris: And that you’re always the last one. How I like to do it is I always say, “Number one, always start with your brand. Do a brand guide. You can’t get into social media marketing without a brand guide. Your brand is what … And your guidelines are gonna be there, so what you can go to social media and actually spread the word, right? But that is your content, and the number one thing insurance agents do, is they talk about, “I got State Auto Insurance Company and we got a new BOP.” Who cares? Who even knows what a bop is? Now, I know what a BOP is, and you’re not insurance, you probably don’t, but do you really care?
Linda: Sure.
Chris: No. You don’t care. 9 out of 10 posts you’ll see, and in some cases it’s 95 out of every 100 posts, will be only dealing with our brand. So when you go to our website, which I think is absolutely critical to have the customer experience, right? When somebody lands on your website, is your brand there?
And then secondly … Well, first thing is they first have to find you, so if the SEO isn’t right, it doesn’t matter how nice your website, how sexy your website is, nobody’s ever gonna see it. So the search engine optimization, an SEO, is gonna get you to find. Once they find your website, it’s the sex appeal, right? It’s gotta look beautiful. It’s gotta have a great feel.
Third is the ease of use, and do you have the right calls to action? Because if you don’t have call to action, what good is your website? Your website’s not making you money if it looks pretty and gives them all kinds of content, but you’re not collecting their email, you’re not collecting their name, you’re not collecting their cellphone, which there are things that actually crawl that you can scrape … We use HubSpot. It scrapes, and it tells me who goes on there. So we can actually attract and now we can follow them, right?
Linda: Mm-hmm (affirmative).
Chris: So having the right website, and having that stuff lined up properly is critical. And what were the other pillars that you had said?
Charles: Website, content, email, online ads, videos, social media, reviews and testimonials. That’s the true order that I … I misspoke earlier.
Chris:  Yeah. Yeah, and that’s okay. But every one of them is absolutely critical. Customer testimonials. Enormous. Enormous. Don’t just let them go to Google. Call them up and say, “Do you mind if I swing by? I’d love to shoot a video with you, or somebody in your office?” If somebody comes in our office and they’re happy, we’re asking, “Would you mind shooting a video?” And some people say, “No.” “Would you mind taking a picture? We love to share with the social world that we took care of you today. Would you mind writing a review?” We’ll hit them with a review after they leave, but it’s amazing on how many people are like, “Will you ask your customers to take pictures?”
Every customer I want to take a picture with. It doesn’t mean I’m posting them all on Facebook. I don’t. Sometimes I’ll take them and put them on Twitter. Sometimes I’ll put them on Instagram. It doesn’t matter. Have pictures of your clients to share with the rest of the world. We’re real human beings selling insurance with real people. And it’s amazing about the influential of these other people, right?
Charles: Oh, yeah.
Chris: Everybody has their own click. If I get like Elena that was just here, right? I cut her lawn when I was 10, 11, 12, 13, right? She came and did business with me today. She says, “I thought you only did stocks, bonds, and mutual funds. I didn’t realize you did …” So she came to me the other day and she’s coming back. She says, “Tomorrow, you know, we have our regular Wednesday morning breakfast. There’s 13 of us ladies, and I’m gonna tell every single one of them how you helped me out today.”
Charles: Nice.
Chris: And I was, “Elena, that’s the best thing you could do for me.”
Charles: Nice.
Chris: That’s what a testimonial is, right? You have walking raving fans out there, and it’s enormous. So every one of your pillars, I would … If you ask me, “Give me a one-minute speech on every single one of those pillars,” I’d talk, “Email marketing is totally alive, alive, alive, alive, alive. Don’t believe the garbage I’m reading in the insurance base about “email is dead”. Email is not dead. Fax machines are still alive. It doesn’t mean I use them for marketing, but they’re still alive. Email marketing is alive. Agents should be doing it. They’re still not doing …
How about an app? You know, people say to me, “Well, why do you need an app?” I don’t need an app. My customers and clients need an app. Do you really want them to have to search for you or they can click a button? How about when they want to pay their bill? They can click one button. How about if they have a fire? We had a fire on Friday morning at 2:30, 3:00 in the morning. [What Pets 00:28:02] It’s a pet store. The first thing they did is, they clicked on our Go Insurance Agent app. Okay, that’s the name of the company. Go Insurance Agent. Now Paradiso Insurance has its own app. They went on and filed a claim and took pictures. And the insurance company had everything.
I get up every morning to train around 3:50, and I looked at my app, as I do before I get up every morning, and noticed they filed a claim. I called him, and he was there. He’s like, “Dude. What are you doing? You should be sleeping.” I said, “I noticed you filed a claim. I’m not gonna work out this morning. Are you at the store?” He says, “Yeah, it’s still burning.” “I’m coming over to meet you.” That’s customer experience. Why? Because I had an app. It’s not for me. It really is for me. But it’s really for the customer. How can I take care of my customers the way I need to, without spending a measly $1500 the first year, and $600 thereafter? It’s for you, the customer, not for me. It was very easy. They paid their bills. They reported their claims.
It’s amazing on how we have to really get focused and believe that, since 1993, and the internet blew up. Insurance industry changed tremendously, just like the travel agency world. You know why? It now gave the power to the consumer. The insurance agent was in control in ’92 and prior. The agent is not in control anymore. You know why? You can buy all your insurance on line, because you can teach yourself. There is that much educational content online. Is there or is not. I know a lot of people say, “Well, that’s baloney. They can’t do it.” “Yes, they can.” There is enough content out there. Now there’s a lot of garbage content. When you say content, there’s a good and bad content, I get it.
But the consumer is the boss. It’s not me, the owner, so-
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Charles: Chris. Chris, you’ve must of had 20 nuggets of gold in there. I can’t remember all of them, but video, SEO, email, and I agree 100%, email is not dead. It’s far from it. It’s just being used differently than I think it was-
Chris: I guess-
Charles: … five or ten years ago. And it’ll continue to evolve and change. And so, that brings me to this next point. Let’s just say there’s only seven pillars, and I’m well aware there’s other pillars, but this is where our focus is at. But it doesn’t matter. When someone is either starting an agency, or they’re in their agency and they’re realizing that they’re here, and they really want to be here, they’ve got some work to do.
And my question to you is how much should they do on their own, and how much should they outsource?
Chris: It’s a great question. And I’ll cut some slack, I can promise you, with the way I answer this. I think you need both. Anybody that outsources 100%, they’ll never accomplish or reach the goal where they could be reaching if they had in-house people. For example, I have in-house marketing people. Two full-time marketing people. They have no insurance license. I don’t want an agent to tell me, “Oh, well I have …” She’s licensed. Well, if she’s licensed, she’s gonna sell. ‘Cause selling makes money, right? Well, marketing is selling, and I would highly recommend to get two aggressive young marketing people. The average 18-, 19-, 20-, 21-year-old grew up in the social media age. They market without even knowing they’re marketing. So I wholeheartedly believe that it’s a percentage of both. We do 90% of our marketing, probably 95%, ourselves. We create all our own content. We create all our own visuals.
But you know what we need? We need consultants to learn and to understand how content marketing is changing, how visual marketing is changing, how blogging is changing, and how now, blogs of four years ago was content, content, content, content, content, and then what ended up happening is now, all of a sudden, you can’t put out a 300-word content … a blog. Now you gotta put out a 7-7=50, ’cause that’s what Google wants. Now your blog better have, better have, a call to action plan, right?
Now you’re writing great content and at the end, do you have a box, basically, inviting them. In our blog, you’re gonna see, “You can contact us by leaving your name and your email address.” You can click a button and just type in your phone number, and within 27 seconds we will connect with you to answer your questions, and/or you can literally say, “Please call me back. And leave your number.” So we leave three, and it’s hard to add more than that. Once you get into call to actions, more than three could be overwhelming, but … “Do you want me to call you? Do you want to call me? Or do you want to email me?
And at the end of the day, if there’s no call to action plan, you’re not profitable. Your marketing is just spinning its wheels and you have to be profitable. That would be my tip for people. And you can’t say from a person starting small to a person who’s larger? There’s a lot of larger agencies doing a lot of great things, but I also know some very good friends of mine that have in excess of 300 employees that are doing nothing for marketing. I can only imagine if they brought in, which they’re in the hundreds of millions of dollars in commissions. Just bring in three marketing people full-time, right?
And can you imagine, with the right consultant firm working with them to say, “Hey. Here’s a brand guy. This is what we’re gonna do. You’re gonna be the content writer. Your gonna be the visual content queen. You’re gonna do this.” You know, you have to … We distribute, in our office, on marketing. And it’s key. So no matter what, to answer your question, you need both. You can’t do it outsourcing 100%. You can’t do it in-house 100%. Because you cannot tell me that in-house, you still need consultants who study SEO every single day. Impossible for us to know. You can’t do consultant work, and if I hired you 100% do you understand my community?

The 7 Pillars of Digital Marketing for Insurance

 

 

#Websites
#Content
#Email
#Social Media
#Online Ads
#Video

 

Charles: No, that’s the point. Yeah.
Chris: You don’t understand my community. And then, the next step I would ask you … You would have to ask me to define my community. Because every every business has a community that’s different. And if I asked you to define your community, I bet you it would be drastically different than how I define mine.
Charles: Sure.
Chris: My community is not Stafford Springs, Connecticut, which I love where I live. It is the United States of America. I don’t outsource. I do not go to China. I don’t outsource my … I could go to India for $150 a week for 40 hours and get rid of my two staff, and it would be everything against my moral and ethical code. It destroys my brand, and if you go against what your brand is … That’s why you have to be real with your brand. Your brand is who you are. That brand needs to stand out. I don’t go against it. I refuse to outsource to other countries. That’s me. Right? And do I outsource? I do have consultant work. Absolutely, because I need to keep up on things. I’ve got an SEO specialist. I contact him at least once a month. I need to understand what is Google doing to change. And I don’t have to read 100 hours of books. I can literally say, “Give me an hour. Give me the skinny.” And it’s very helpful, so the answer to your question, to make a long … You need both. And anybody that’s gonna have success, you have to have both.
Charles: Well, I think we agree with everything you’ve just said because, because of just that fact. Number one, if you learn SEO inside and out, first of all the amount of time it would take you to get there would mean that you’re not doing anything in your business, and then are you trying to be a professional in the insurance or the financial realm, or are you trying to be a professional in the marketing realm?
But I do think, to your point, as marketers ourselves, and you know, we’ve got partnerships, and we do outsource, but as marketers ourselves, I can’t possibly know your clientele, your community, your goals, as well and as intimately as you do.
Chris: Excellent.
Charles: So actually to your point, you’ve gotta be involved, but I also at the other end of the spectrum, “Look, Mr. or Mrs. Insurance Person, if you’re spending more hours working on your marketing than you are talking to folks, that’s not the highest and best use of your time.” So I agree with Chris in that you’ve gotta find what your own balance is, but it’s one that you’ve gotta be involved with and don’t even get … try to avoid the point where micro-managing, but look at … the one thing I would leave you with is look at the numbers. If you start working with someone, you start actively putting in time in your marketing, establish what your benchmark is today and tomorrow, whatever tomorrow looks like, if it’s next quarter, next year, you want to see an uptake in your progress, right? That’s the return on your investment for all of the hard work that you’re putting in. But if you’re that person who finds it easier to, “Oh, I’ll go on social media for five minutes,” and two hours disappeared, that’s probably a clue that you’re spending too much time and not getting enough progress done.
Chris: But don’t you see, and I don’t know how many agencies you’ve been working with, but the most frustrating thing for me as an agent, I hear people say, “Well, I’m gonna hire this person and they’re cheap, and they’re gonna do my website.”
Charles: Oh, yeah. Sorry.
Chris: Well, I say one simple thing. When you wake up in the morning, and you’re presenting and I’m presenting in front of you, okay? And I don’t brush my hair, I don’t brush my teeth, and I come in my pajamas. What’s the difference of me showing up in your office without brushing my teeth, without combing my hair, without dressing up. I’m gonna come in my pajamas. What’s the different than hiring this person to create your website because it was cheap. That’s all I hear. Cheap, it doesn’t work. It doesn’t work in anything. And if you don’t hire a professional there’s other things that irritate me in the insurance bases. A lot of agents go and they want to hire another insurance agent to create their website or to create videos or to create this or … Hey, they’re the SEO specialist. Well, if they’re selling insurance, they’re not the SEO specialist.
I love marketing. I live marketing. It’s just … it’s my passion. It’s my love. I happen to be in insurance. Now I do own a brewery. I do own a hair salon, and I own several other technology businesses. At the end of the day, they’re all the same. It all starts with the brand. And you need to hire professionals. Don’t try to think you can just go the cheap route or go the easy route or, “Hey. I know this person and they do this on the side.” That’s like me going to my car mechanic. I have an L4 and 5 bulge disc. Do you think I’m gonna go to my car mechanic and say, “Can you fix my discs?” There’s no difference, but I hear it every day, they’re saying, “Oh, I’m gonna go on a … just find somebody who does this full-time. There’s a reason why there’s different levels of websites. And there’s a reason why search engine optimization is different. Some websites are found. Some websites are never found. It’s because it’s who you hire.
The one last tip I would say, it’s like Twitter. I have some friends in the insurance base that have 10 to 15 to 20 thousand Twitter followers, right? If you go down the last 30 posts, max anyone got was two likes. Wrong audience. Or you purchased them. Social media isn’t about how many Twitter followers you have. Social media isn’t about how many friends you have. It’s about having a right audience.
I have a special program and we write FedEx contractors. And a guy comes to me and he’s a chiropractor. Even though we are a generalist, we can write that. If he comes to me or one of my right-hand men who only do FedEx, you know what they’re gonna tell you, “I’m sorry. I specialize in this.” And that is key to insurance and I think, unfortunately, marketing consultants are a little bit behind in the insurance base, because the insurance base is kind of not embraced it as much. I think that’s gonna change because the ever-marketing world is changing so fast and so quick that websites now, people start talking about “Now I want to get serious with a website.” Well you should have been serious seven years ago, ’cause now I have seven years ahead of you where I can generate that business, but if somebody was new or somebody was older in the business, the first thing I would say is, “Brand guide. Website. You have to. It’s your brand. It’s your image.” Your website is a walking business card. It’s as important as that piece of paper that I sent you.
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Charles: Absolutely. Hey, it’s a-
Chris: [inaudible 00:40:42] important.
Charles: In today’s technology, it doesn’t matter, but what I mean is one of the statistics that we always share is out of the next 100 folks that you’ll meet today at the very most, the very best, 3 of those folks might be ready and willing to do business with you today, which … Let’s be clear, if that’s the case and you’re wealth, your riches aren’t bound on 3%, they’re in the untapped potential of the 97%. So you’ve gotta get really good and clear on what you’re going to do to present yourself to that 97%, and for a period of time. It may take two years or more before they finally have an opportunity. It’s not when you’re ready to sell, but it’s when they’re ready to buy. And so, to circle back to what Chris is talking about, this is also a paradigm shift. I don’t always want cheap. I want good or best. And it’s not the cost, it’s an investment.
Chris: Absolutely.
Charles:  And if you’re making the right investments, that investment is meant to provide a return for you. So you’ve gotta get the good and look at those things, and going back to, like you just said, having an app? You don’t necessarily have to have an app, but if I can improve and increase my customer experience and make it super easy for them? I keep them. I win. In-
Chris: Yeah-
Charles: … the day-
Chris: … you win.
Charles: … they’re right there next to me.
Chris: And if people don’t believe that, why do people drive Mercedes? Don’t tell me they’re the best car because I bet you, you can find a better car, and I’m not knocking Mercedes. Why do some people buy a Ford Focus? Or a Chevy Cruise? It’s what they can afford. Right? They’re 16, $18,000. Well, why does somebody have to drive a Maserati?
Charles:‘Cause they want to.
Chris: They want to. But, more importantly, it’s their brand.

The 7 Pillars Of Digital Marketing For Insurance

  1. #Websites
  2. #Content
  3. #Email
  4. #Social Media
  5. #Online Ads
  6. #Video

Charles:  Well, yeah. But doesn’t-

Chris: It’s who-

Charles: … that fit-

Chris:  … I am.

Charles:
… in their why and their-

Chris:
Your car … it’s social status we have in America. Is it or is it not?

Charles:
Yes.

Chris:
I know people that drive a Mercedes. A $70,000 car that rent an apartment.

Charles:
Okay. But is it-

Chris:
If you don’t think-

Charles:
… important for their-

Chris:
… branding is-

Charles:
… status?

Chris:
… everything. Status?

Charles:
Yeah.

Chris:
It’s how I’m gonna be perceived by the outside world. And just think about those websites, when somebody’s paying $500 or $1,000 or $1,500 for that website. What is your perception?

Charles:
Yeah.

Chris:
  Don’t think, “Oh, I’m getting a website and that’s …” It doesn’t work that way. I highly recommend it’s the same thing as the five people you surround yourself with most, right?

Charles:
Right.

Chris:
They’d best be of value to make you better. It’s the same thing as your website. Websites should make you better.

Charles:
Absolutely. Chris, I could go … I’d love to have this conversation. You got the energy, you’ve got the insight, and I’m sitting here just making sure I want to talk about this. I want to talk about that. But I wanted to focus on this today-

Linda:
Also we’ll be on for another hour.

Chris:
Can I just reiterate one quick thing?

Charles:
Please.

Chris:
It’s funny you say the 3%. In my mind, the way I look at things, out of those hundred people, a hundred people are buying from me now. And it’s a mind over matter concept. And I always say to the people that I work with when I’m going out on an appointment. “Play this through our head. Play this through our head.” It’s like when I played college ball. I played it. “This is what’s gonna happen. I’m gonna hit the three at the buzzer. We’re winning the game.” or “I’m gonna make a pass and my guy’s gonna hit a three in the corner.” Playing in my head to win.” I’m not playing in my head that 97 aren’t ready yet and only 3 are. I’m playing in my head that all hundred are ready now.

And as I was saying to a guy that I’m recruiting, I said to him yesterday, which he works for WB Mason, and I said to him, “When you walk into a door and you do a cold call or a cold walk-in, right? And what’s going through your head?” He said, “The first thing is “I just want to get him to trust me.” I don’t want to make any sale. If he trusts me, the sale is already made. It’s just a matter of, “Will it be today, tomorrow, or a week from now.”” And it’s a beautiful mindset on a 23-year-old who will be a very successful salesman. And I said, if he says, “No.” What do you think?” “No big deal. No just means not right now. I’ll be back tomorrow. And I said, “For a 23-year-old, you have no problem?” He said, “No, I’m gonna knock on the next door. I’m not wasting my time. I will be back. I will come back. He’s just not ready now.” And the mindset of a 23-year-old that’s like that, to me, is a winner. He grew up. He’s a winner because in life, I don’t care if it’s sports. I don’t care what it is, he is not failing. He’s going in with it playing it out.

And you have to play as Larry Bird always said, and he did one of the most cockiest things ever on a three-point contest, when you hear the story. He went into Michael Jordan and all the other players that were in the three-point contest and he quietly walked in and said, “Who’s coming in second?” And he walked out. And it’s not that he’s being arrogant. It’s that in his mind he just beat you. You’re coming in second, so better start shooting for second place.

And he also said something very interesting that I love, that I try to teach my kids but I have to put a story behind it. He’d always ask, and I remember when we had teams, they picked two captains and you had to pick teams, right? Five on five? A bit basketball player. The first ting he would ask of the eight guys that he was going to ask, “Who’s the sorest loser? That’s the person that isn’t used to losing. It’s not the person that’s the poorer sport, it’s the person that’s not used to losing. And if you’re not used to losing, you can play on my team all day.”
It’s not about being a poor sport. It’s about are you going to accept the loss or are you going to deal with the loss. ‘Cause we’re all gonna lose some time. It’s like wins and lessons?

Charles:
Yes.

Chris:
Don’t lose. So I take a lot of Larry Bird and I think of those simple little things. And I think it’s just phenomenally psychology going in there. Who’s coming in second? It’s really simple. And if we go into a sale, I don’t care where it is, and we can’t look at everybody as a sale because sometimes I need to get to you to be able to get to who I’m really trying to get to, right?

Charles:
Yeah.

Chris:
And I think we need to analyze that, and I think we need to be real. And at the end of the day, your brand needs to be as real as what you said, as raw as this is, we’re just speaking from the cuff. Nothing’s scripted here. That’s where passion’s gonna come through. People love passion.

Charles:
Absolutely, and you’re full of it, so can we call and talk again next week?

Chris:
[inaudible 00:46:50].

Charles:
Hey, so we know you’re a big speaker. Where are you speaking next? Where can people find you?

Chris:
Oh, I’m speaking in Chicago in seven or eight days. I’m speaking in Massachusetts, the Big Eye Event, or it’s called the Big Event in Boston, Massachusetts. When I tell you I got a heavy travel schedule speaking. We’re off to … We’re gonna be doing [inaudible 00:47:17]. We’re the main speaker there. A lot of things are in Chicago, Arizona, and/or Vegas, it seems like, next year. I have about eight speaking engagements left this year, and I think we’ve got about 28 booked for next year.

Linda:
Wow.

Chris:
Quite a few. Quite a few. And if they’re not booked, they’re … I’m not a guy that says, “Hey, call me up for a contract.” I just say, “Hey, this is what you want me.” Some people say that’s not, you know. I don’t back out. I say, “Hey, if you want me there for this date and I can do it, I’m gonna do it. We actually have our next Be the Last Agent Standing magazine coming out in less than three weeks. September 15th we have some great industry leaders. Frank [Setner 00:47:59], the gentleman who created [Segita 00:48:01] as a management system. Phenomenal mind in the industry. The guy will blow you away reading his article on how the world’s gone mobile, and how we need to embrace it. Donna Peoples from Pipe’s Dream. Anybody in the insurance base that has not looked up Pipe’s Dream? Pipe’s Dream is all about checkbox. They are changing the way the customer experience is happening through a computer who actually has a feeling, which is nuts.

Charles:
Big time.

Chris:
 Phenomenal. So we have a workshop coming up. We have 20 spots. I think we have three or two spots left here in Connecticut, in Waterford, Connecticut, October 14th and 15th. It’s a two-day. They come in and we show them everything we’re doing. It’s about nine hours each day, from blogging … We bring in our SEO specialist. We have Donna Peoples come from Pipe’s Dream to talk about Chatbox and how they’re gonna play a role in your app, how they’re gonna play a role on your website. We have Kelly Donahue-Piro from Agency Performance Partners talking about brand guides. It’s packed. it’s packed with content and the goal is nothing other than education and teaching and marketing, sharing marketing, and all 100% of the profits go to charity. I don’t make any money doing this. I’m not saying that for any other reason other than your … Anybody that shows up or anybody that buys a magazine, the money’s going to people like my sister, who are mentally handicapped. It’s called Journey Found. My father found it. It’s a group homes. There’s 40 homes, excess of 90 young adults and these people are 24 hours a day care. They don’t drive. They don’t have the ability to drive. Most of them can’t work. Some of them can work an hour or two here and there.

It’s an amazing organization and what’s the difference. As I was selling, we’re doing a big gala. As I was telling an insurance company, is this organization is based about love. They’re human beings. As one of my best friends, who was a professional boxer, I love Ray Fallen. He always says, “Chris. The reason why I’m involved with Journey Found is not because of you. You opened the door to me, but I need in my life to be able to give one of these young men and women a voice.” Think about dying. He’s a marine and he says, “Think about dying without having a voice. When you see somebody who’s mentally handicapped or Down Syndrome, they are human beings with feelings. They have a voice. Listen to them. And that’s when people say, “What’s your passion?” My passion. I love helping independent agents.

At the end of the day, my job is trying to help my dad fulfill his dream and get an endowment that’s gonna help handicapped people for the rest of their lives, ’cause we cannot trust our politicians. We cannot trust our government. At the end of the day, it’s we the people that need to help fulfill a good life or a fair life for people who don’t have the ability to get up and work every day. These are truly people who, a lot of them are stuck at the first grade, second grade level. And when I tell you, beautiful people. And I will send you a magazine. The mid story, the head story is about Matthew. Matthew is a French boy who moved to America, who has a severe autism, and over 32 years it took this young man to finally step out of his home.

Charles:
Oh, wow.

Chris:
Not only step into his home through Journey Found. He eventually got in a car. He eventually walked into a subway and ordered his own grinder. Matthew can’t speak. He grunts. It’s truly amazing. I have a video. A 13-minute story. And his parents wrote the article for me, and they cried. Because they said it means that much to me to be able to share that story with you, that you will put down, even if you don’t like any of the marketing, you will read that story and I promise you will go to bed saying, “I am blessed beyond belief.” This kid and his story, and his parents, brings tears so my eyes. So it’s just amazing. We’re doing God’s work, in my opinion, and also we’re helping independent agents. And agents throughout the country, just as you guys are doing.

Charles:
And folks, listen, if you’re still with us, hang on. There’s a few more minutes because at the end of this interview, I’m gonna put up all the links where you can get a hold of Chris. I’m gonna ask Chris to give us the link to that video so you can see it. And, look, if you’re in your business and you know you are here and you want to be there, reach out to Chris. Get involved in his-

Chris:
[inaudible 00:52:29].

Charles:
Get involved in his work. What’s that?

Chris:
I take calls every day. I’m no different than any other agent. People say, “Well, you’re a busy man.” It’s not about being busy. We all put our pants on one leg at a time. We’re no better than the next person, so I take calls all the time because there’s a lot of guys and women, hopefully more women in this industry stepping up. I’d love to see more women. And they started just like me. I started as a scratch agent. I didn’t have the ability, didn’t know enough about the industry to even call people. Now there’s groups. There’s all kinds of groups now that people can rely on. I tell them, “Lean on me. Call me. If I can’t help you, I can hopefully guide you to somebody else, like a Mike Sconzo who will take your phone call and want to help you. So it’s all about giving back because at the end of the day, Karma never dies.

Charles:
Absolutely. And so again, our guest today is Chris Paradiso of Paradiso Insurance. He is a wealth of knowledge [inaudible 00:53:22] which are … We went over the time we were allotted, but look, at the end of the day, I’m not gonna shut you down, ’cause you got … I mean, you’re speaking the truth and you’re speaking of things that work, so folks, look at Chris, check him out, go check out Be the Last Agent Standing. Look at his trainings. Get involved. And if our paths cross again. Well they will. We’re gonna cross in San Diego coming up in November, right?

Chris:
I hope so. I hope to be there. I may have a surgery. It’s the only thing holding me back. Right now.

Charles:
That’s all right. Just bring your phone into the surgery with you and we’ll FaceTime or something.

Chris:
Absolutely. You don’t worry about that. It’s not a problem.

Charles:
Outstanding. Well look, Chris, again thank you again for your time. It’s not lost on us that you are a busy guy. I appreciate the fact that you carved time out-

Chris:
No.

Charles:
… for us. I really want to do this again sometime, so we’ll circle back and maybe next year, we’ll touch base and get an update on where you’re at and what’s going on in your world.

Chris:
Absolutely. You come to the east coast, you’d better look me up. You can stay with me. You spend a day, I promise you one thing, you won’t see a typical insurance agency. We love culture so we love to be a little spunky and a little different, and you never know what to expect when you show up here at Paradiso Insurance, so you come to the east coast you’d better look me up. I’m less than an hour from Boston, an hour and a half from New York City. Can you beat that?

Charles:
That’s an invitation that’s going up on the wall and if we even get close. If we come by Florida, we might have to come check you out.

Chris:
A hop, skip, and a jump.

Charles:
Right on.

Linda:
There you go. Well, we really appreciate your time today.

Charles:
Absolutely.

Linda:
It was a lot of information

Chris:
 Thank you.

Charles:
Thanks, Chris.

Chris:
Appreciate it. Have a great day. Cheers.

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