Ep. 113 - Who Should Answer My Phone? with Jackie Gonzalez

WEBVTT

00:00:02.455 --> 00:00:03.716
here we are on episode 113

00:00:03.716 --> 00:00:07.437
of the trash talk business

00:00:07.517 --> 00:00:09.058
podcast I'm andy wines and

00:00:09.099 --> 00:00:10.500
today this is our first

00:00:10.560 --> 00:00:12.861
episode post casey for some

00:00:12.920 --> 00:00:13.480
of you guys have been

00:00:13.500 --> 00:00:14.121
watching the show for a

00:00:14.162 --> 00:00:15.541
while casey bubba lawrence

00:00:15.582 --> 00:00:17.123
has been our uh my longtime

00:00:17.202 --> 00:00:18.484
co-host he was a visionary

00:00:18.984 --> 00:00:20.105
uh behind the podcast

00:00:20.184 --> 00:00:21.486
initially and so this is

00:00:21.545 --> 00:00:22.646
the the first episode

00:00:22.686 --> 00:00:24.687
without him so uh wish him

00:00:24.728 --> 00:00:26.288
the very best uh in his

00:00:26.347 --> 00:00:27.289
endeavors he's getting into

00:00:27.329 --> 00:00:28.969
the real estate world and

00:00:29.109 --> 00:00:30.670
uh we still talk and text regularly

00:00:30.990 --> 00:00:32.692
So excited for him and his new endeavors.

00:00:33.094 --> 00:00:34.835
And so now this is Jackie

00:00:34.856 --> 00:00:35.656
and I doing our thing.

00:00:36.156 --> 00:00:38.901
She's our guest today.

00:00:39.161 --> 00:00:40.383
Her name is Jackie Gonzalez.

00:00:40.662 --> 00:00:42.744
And we're going to talk

00:00:42.784 --> 00:00:44.186
about what she wants to talk about.

00:00:44.207 --> 00:00:44.747
So Jackie,

00:00:44.927 --> 00:00:46.329
why are you on the Trash Talk

00:00:46.369 --> 00:00:47.110
Business Podcast?

00:00:47.131 --> 00:00:47.790
We'll start there.

00:00:48.012 --> 00:00:48.813
Start with the softball.

00:00:49.417 --> 00:00:50.758
That is a very good question.

00:00:52.277 --> 00:00:53.859
I love the name Trash Dog, by the way.

00:00:54.539 --> 00:00:56.240
So I'm CEO of PatLive,

00:00:56.579 --> 00:00:57.881
and we provide virtual

00:00:57.901 --> 00:00:59.301
receptionist services to

00:00:59.421 --> 00:01:00.801
companies across the United States.

00:01:01.042 --> 00:01:02.823
And over the last six months or so,

00:01:02.902 --> 00:01:04.664
we've been getting more

00:01:04.763 --> 00:01:06.125
heavily involved in home

00:01:06.165 --> 00:01:07.564
services vertical.

00:01:08.665 --> 00:01:10.286
And I know junk removal in

00:01:10.447 --> 00:01:11.227
one eye is kind of

00:01:11.772 --> 00:01:13.852
construction and home services,

00:01:13.992 --> 00:01:15.873
commercial and residential, so to speak.

00:01:15.933 --> 00:01:18.394
But we've really been just

00:01:18.415 --> 00:01:19.215
trying to get to know the

00:01:19.314 --> 00:01:21.176
players in this field and

00:01:21.316 --> 00:01:22.355
learn as much as we can

00:01:22.617 --> 00:01:24.436
about what's working, what's not working.

00:01:24.637 --> 00:01:26.617
And we came across you and

00:01:26.638 --> 00:01:27.918
your profile through Jobber

00:01:28.498 --> 00:01:29.239
because our company

00:01:29.278 --> 00:01:30.719
recently did an integration with them.

00:01:30.739 --> 00:01:32.900
And we just liked your podcast.

00:01:32.941 --> 00:01:33.700
I thought it'd be great to

00:01:33.740 --> 00:01:35.221
have an hour conversation

00:01:35.281 --> 00:01:36.322
on a Monday afternoon,

00:01:36.762 --> 00:01:37.882
getting to know you a little bit better.

00:01:38.638 --> 00:01:38.918
Absolutely.

00:01:38.957 --> 00:01:39.778
No, I agree.

00:01:39.918 --> 00:01:42.000
And one of the challenges we have, right,

00:01:42.320 --> 00:01:43.320
in our business is,

00:01:43.882 --> 00:01:45.423
especially when we're scaling is, OK,

00:01:46.603 --> 00:01:47.504
one in the hand, two in the bush.

00:01:47.944 --> 00:01:48.084
Right.

00:01:48.105 --> 00:01:48.905
When we're first starting,

00:01:48.984 --> 00:01:49.805
it's you're sitting there

00:01:49.825 --> 00:01:50.406
waiting for the phone to

00:01:50.445 --> 00:01:51.587
ring and the phone rings

00:01:51.966 --> 00:01:52.828
and you book the job.

00:01:52.847 --> 00:01:53.828
You're like, well, that's awesome.

00:01:54.989 --> 00:01:55.810
And then you go to the job

00:01:55.849 --> 00:01:56.850
and then the phone rings in

00:01:56.870 --> 00:01:58.871
your knee deep into a sofa sleeper.

00:01:59.132 --> 00:02:00.813
You're like, what do I do now?

00:02:02.435 --> 00:02:03.656
Do I put down the sofa

00:02:03.695 --> 00:02:05.117
sleeper and pick up the

00:02:05.177 --> 00:02:07.317
phone or do I let it go to voicemail?

00:02:08.199 --> 00:02:09.598
I can remember my second

00:02:09.658 --> 00:02:10.439
month in business.

00:02:10.979 --> 00:02:12.040
I was I went to a networking

00:02:12.061 --> 00:02:12.721
event because that's what

00:02:12.822 --> 00:02:13.961
we're supposed to do right now.

00:02:13.981 --> 00:02:14.823
So I'm at networking event.

00:02:15.163 --> 00:02:16.003
We had two.

00:02:16.183 --> 00:02:16.343
Well,

00:02:16.364 --> 00:02:17.525
there's my brother and I and then we

00:02:17.544 --> 00:02:18.344
had one employee at the

00:02:18.384 --> 00:02:19.825
time and they were banging

00:02:19.846 --> 00:02:20.486
a job at the time.

00:02:20.766 --> 00:02:22.087
And my phone rang.

00:02:22.127 --> 00:02:23.087
I'm sitting there networking event.

00:02:23.108 --> 00:02:23.528
I was like.

00:02:24.742 --> 00:02:25.084
Hello?

00:02:25.663 --> 00:02:27.104
Yeah,

00:02:27.125 --> 00:02:28.445
we can probably pick that up for you.

00:02:28.466 --> 00:02:31.288
Can you just text me your

00:02:31.388 --> 00:02:32.528
address when you get a chance?

00:02:34.691 --> 00:02:36.032
Yeah, so you know what I mean?

00:02:36.292 --> 00:02:38.114
And then I remember the third phone call,

00:02:38.133 --> 00:02:38.973
I just finally walked out

00:02:38.993 --> 00:02:39.615
of the networking event,

00:02:39.914 --> 00:02:40.915
or walked out in the hallway,

00:02:41.376 --> 00:02:43.056
took the call, stuck my head back in,

00:02:43.097 --> 00:02:44.217
I'd been gone for like 15 minutes,

00:02:44.237 --> 00:02:45.338
and my phone rang again, and I'm like,

00:02:45.558 --> 00:02:45.859
screw it.

00:02:46.060 --> 00:02:47.099
I just went back to the office.

00:02:47.139 --> 00:02:47.600
I'm like, well...

00:02:49.342 --> 00:02:53.444
That's a great problem to have.

00:02:53.664 --> 00:02:56.106
It's like a 7.30 breakfast

00:02:56.206 --> 00:02:57.127
networking and my phone

00:02:57.147 --> 00:02:58.027
rang like four times.

00:02:58.048 --> 00:02:59.169
I was like, well,

00:02:59.209 --> 00:03:00.270
this is awesome and

00:03:00.330 --> 00:03:01.570
terrifying at the same time.

00:03:02.556 --> 00:03:03.257
You know, Shep Hyken,

00:03:03.377 --> 00:03:04.418
I don't know if you know who he is.

00:03:04.437 --> 00:03:05.437
He's like a customer service

00:03:05.478 --> 00:03:05.918
thought leader.

00:03:05.937 --> 00:03:07.639
He paired up with

00:03:07.679 --> 00:03:08.900
RingCentral to do a study,

00:03:09.080 --> 00:03:11.901
and they found that during the work week,

00:03:11.961 --> 00:03:13.621
up to 20% of calls to home

00:03:13.661 --> 00:03:15.162
service companies go unanswered.

00:03:15.461 --> 00:03:17.282
And on the weekends, Friday evenings,

00:03:17.323 --> 00:03:18.143
Saturdays, and Sundays,

00:03:18.203 --> 00:03:20.584
it's like 41% of calls go unanswered.

00:03:21.204 --> 00:03:23.125
Those are rookie numbers, first of all.

00:03:23.685 --> 00:03:25.086
I wanted to get concrete done.

00:03:25.605 --> 00:03:25.806
Right.

00:03:25.866 --> 00:03:26.987
And this isn't like concrete

00:03:27.008 --> 00:03:28.288
is like now into construction.

00:03:28.308 --> 00:03:30.010
So it's not quite home services.

00:03:30.292 --> 00:03:31.272
I wanted to get a concrete

00:03:31.312 --> 00:03:33.074
pad port and I needed numbers.

00:03:33.155 --> 00:03:33.314
Right.

00:03:33.395 --> 00:03:34.256
I wanted, Hey,

00:03:34.316 --> 00:03:35.518
is this going to cost me 50,000,

00:03:35.518 --> 00:03:36.998
a hundred thousand?

00:03:37.960 --> 00:03:39.342
I made 15 phone calls.

00:03:40.163 --> 00:03:41.525
Yeah.

00:03:41.544 --> 00:03:41.525
15.

00:03:42.306 --> 00:03:43.926
I talked to two real people.

00:03:45.068 --> 00:03:46.188
Both of them pushed me off

00:03:46.209 --> 00:03:47.770
to somebody else like, oh, yeah,

00:03:47.789 --> 00:03:48.569
our project manager will

00:03:48.590 --> 00:03:49.610
call you in the next couple of days.

00:03:50.569 --> 00:03:52.830
Fifteen led to three total estimates.

00:03:52.911 --> 00:03:54.371
It took like three weeks for

00:03:54.390 --> 00:03:55.251
the first estimate to even

00:03:55.270 --> 00:03:57.472
get in my hand to have a starting point.

00:03:58.271 --> 00:03:59.472
And most of them went to voicemail.

00:04:00.233 --> 00:04:02.473
And then my dad has put in

00:04:02.633 --> 00:04:03.453
doors and windows,

00:04:03.673 --> 00:04:05.774
mostly doors now for the last 15 years,

00:04:05.774 --> 00:04:07.593
15 or 30 years, 30 years.

00:04:07.614 --> 00:04:09.914
He's been doing 15 basically on his own.

00:04:10.981 --> 00:04:12.703
And when his phone rings,

00:04:13.122 --> 00:04:14.163
he's either putting a door

00:04:14.264 --> 00:04:15.884
in and a walk out to his truck,

00:04:15.944 --> 00:04:16.904
take chicken scratch nose,

00:04:16.944 --> 00:04:17.846
but I'll call you later.

00:04:18.165 --> 00:04:18.386
Right.

00:04:18.665 --> 00:04:19.365
And like for him,

00:04:19.447 --> 00:04:21.387
it works that that's the

00:04:21.447 --> 00:04:22.627
expectation that is set.

00:04:22.968 --> 00:04:24.069
And then with our company,

00:04:24.309 --> 00:04:25.269
when we look at our reviews,

00:04:25.290 --> 00:04:26.790
we have over eleven hundred reviews,

00:04:27.391 --> 00:04:28.531
perfect five star rating.

00:04:28.591 --> 00:04:29.791
And we consistently see

00:04:30.052 --> 00:04:31.252
communication from the word

00:04:31.372 --> 00:04:33.113
go until the end of project

00:04:33.173 --> 00:04:34.274
was phenomenal.

00:04:34.555 --> 00:04:34.975
So it's like.

00:04:37.103 --> 00:04:38.865
I understand that my dad has

00:04:38.904 --> 00:04:40.947
gotten away with it for 30 years, right?

00:04:41.307 --> 00:04:42.507
And for the last 15 years

00:04:42.548 --> 00:04:43.829
where he's been basically

00:04:44.110 --> 00:04:45.651
solely responsible to pick up the phone.

00:04:45.791 --> 00:04:46.593
He's gotten away with it.

00:04:47.939 --> 00:04:49.661
And so now I want to do better.

00:04:49.680 --> 00:04:49.901
Right.

00:04:50.821 --> 00:04:51.862
Exactly.

00:04:52.442 --> 00:04:53.603
And now I'm at a point where

00:04:53.622 --> 00:04:54.262
we've had a full time

00:04:54.302 --> 00:04:56.283
operations person for the last six years,

00:04:56.343 --> 00:04:56.863
seven years.

00:04:57.264 --> 00:04:59.404
So we still miss calls

00:04:59.464 --> 00:05:00.725
because we have calls.

00:05:00.785 --> 00:05:00.906
Right.

00:05:00.925 --> 00:05:03.206
Because we go to the bathroom.

00:05:03.687 --> 00:05:04.127
Exactly.

00:05:04.286 --> 00:05:05.127
Night and weekends.

00:05:05.307 --> 00:05:05.827
All that shit.

00:05:06.048 --> 00:05:08.908
Like it's always a problem.

00:05:09.509 --> 00:05:10.509
I think part of this, Andy,

00:05:10.569 --> 00:05:11.269
is that people's

00:05:11.329 --> 00:05:12.630
expectations have just been

00:05:12.730 --> 00:05:14.572
beaten down over the last 10 years,

00:05:14.572 --> 00:05:15.913
20 years for customer service.

00:05:15.992 --> 00:05:17.153
I really firmly believe this.

00:05:17.274 --> 00:05:19.475
I think that some companies

00:05:19.516 --> 00:05:20.916
get away with not answering

00:05:20.937 --> 00:05:21.497
their calls or not

00:05:21.536 --> 00:05:22.658
returning phone calls or

00:05:22.757 --> 00:05:23.738
not returning their emails

00:05:23.778 --> 00:05:25.339
or whatever because the

00:05:25.439 --> 00:05:26.860
general public sentiment is

00:05:26.901 --> 00:05:27.500
that they're going to get

00:05:27.521 --> 00:05:28.242
crappy service now.

00:05:28.762 --> 00:05:30.223
And it starts kind of at the top.

00:05:30.262 --> 00:05:31.504
Big companies offshored our

00:05:31.543 --> 00:05:32.644
customer service decades

00:05:32.665 --> 00:05:33.625
ago because it was cheaper

00:05:33.665 --> 00:05:35.487
to go to some overseas

00:05:35.526 --> 00:05:37.288
country and get it at a cut throat rate.

00:05:38.509 --> 00:05:39.391
They started lowering our

00:05:39.430 --> 00:05:40.473
expectations for what good

00:05:40.512 --> 00:05:42.516
customer service is at this global level.

00:05:42.615 --> 00:05:44.379
It's trickled down now to

00:05:44.459 --> 00:05:45.521
even the small businesses,

00:05:45.882 --> 00:05:47.363
home service providers, for example.

00:05:48.173 --> 00:05:49.495
I think every person I know

00:05:49.535 --> 00:05:50.836
has a very similar story to you.

00:05:50.875 --> 00:05:51.497
Like personally,

00:05:51.637 --> 00:05:54.038
I just tried to get landscaping company.

00:05:54.218 --> 00:05:55.920
I have three rental properties.

00:05:56.339 --> 00:05:58.401
So I wanted to get a lawn

00:05:58.442 --> 00:05:59.302
care company for those

00:05:59.362 --> 00:06:00.704
three rental properties to

00:06:00.824 --> 00:06:01.783
just come out and give me a

00:06:01.824 --> 00:06:02.865
quote and then manage these

00:06:02.884 --> 00:06:04.185
three properties on a contract.

00:06:04.567 --> 00:06:06.187
I don't change companies, right?

00:06:06.208 --> 00:06:07.829
Because once you get a lawn care company,

00:06:07.869 --> 00:06:08.550
if they're delivering,

00:06:08.589 --> 00:06:09.569
you set it and forget it.

00:06:09.589 --> 00:06:11.591
I mean, one phone call.

00:06:12.011 --> 00:06:13.632
has landed a lawn care company,

00:06:13.913 --> 00:06:15.733
three houses, twice a month visits,

00:06:15.754 --> 00:06:16.694
because I'm in Florida and

00:06:16.735 --> 00:06:17.995
it grows year round here.

00:06:18.415 --> 00:06:19.677
And it's been a several year

00:06:19.757 --> 00:06:20.939
contract for them.

00:06:21.098 --> 00:06:22.800
And it took me, I don't know,

00:06:22.920 --> 00:06:24.300
a dozen phone calls just like you.

00:06:24.382 --> 00:06:25.422
And the first company who

00:06:25.461 --> 00:06:26.824
answered the phone got my business.

00:06:27.944 --> 00:06:29.665
It is that simple.

00:06:30.567 --> 00:06:30.826
Right.

00:06:31.028 --> 00:06:32.408
And so this is why we're here.

00:06:32.488 --> 00:06:33.689
This is why Palliative is here,

00:06:33.769 --> 00:06:34.831
is to help with that.

00:06:35.192 --> 00:06:35.752
And also,

00:06:35.791 --> 00:06:37.514
it's a person that can solve the problem.

00:06:37.694 --> 00:06:39.136
Because when I call,

00:06:39.235 --> 00:06:40.557
whether it's 800 or anybody else,

00:06:40.997 --> 00:06:41.757
and they're like, cool,

00:06:41.778 --> 00:06:42.738
let me take a message and

00:06:42.759 --> 00:06:43.339
get back to you.

00:06:43.379 --> 00:06:43.980
It's like, well, hold on.

00:06:44.000 --> 00:06:44.360
No, no, no.

00:06:44.420 --> 00:06:44.761
I want to...

00:06:45.841 --> 00:06:47.002
I want something to happen

00:06:47.043 --> 00:06:49.442
at the end of this conversation, right?

00:06:49.463 --> 00:06:50.403
Like, hey,

00:06:51.204 --> 00:06:52.504
we have you slotted for this

00:06:52.545 --> 00:06:53.865
time and this date to do this thing,

00:06:54.045 --> 00:06:54.264
right?

00:06:54.665 --> 00:06:56.906
There, Jordan is here.

00:06:57.125 --> 00:06:57.245
Like,

00:06:57.286 --> 00:06:58.927
this is as simple as answer the phone.

00:06:58.966 --> 00:06:59.968
That seems, there you go.

00:07:00.367 --> 00:07:01.468
Like, answer the damn phone.

00:07:01.487 --> 00:07:02.267
I don't know if he's chiming

00:07:02.307 --> 00:07:02.869
in from earlier.

00:07:02.908 --> 00:07:03.009
Like,

00:07:03.028 --> 00:07:04.028
when you're a networking event or on

00:07:04.048 --> 00:07:04.848
the business end of a couch,

00:07:04.869 --> 00:07:05.709
what do you do, right?

00:07:05.850 --> 00:07:07.110
Like, that's the challenge, right?

00:07:07.129 --> 00:07:07.930
You want to answer the phone

00:07:07.951 --> 00:07:08.511
and you also want to,

00:07:09.011 --> 00:07:09.971
take care of your customer

00:07:11.033 --> 00:07:12.154
that you're with.

00:07:12.295 --> 00:07:13.177
Here's what the other thing is,

00:07:13.216 --> 00:07:14.117
what's interesting.

00:07:14.458 --> 00:07:15.740
So you've said that for years,

00:07:15.800 --> 00:07:16.581
people have got away with

00:07:16.641 --> 00:07:17.942
it and our expectations have dropped.

00:07:18.244 --> 00:07:19.045
Here's the flip side.

00:07:19.464 --> 00:07:20.947
In other sectors of the world,

00:07:21.088 --> 00:07:22.288
especially in products,

00:07:23.137 --> 00:07:24.077
The expectations have gone

00:07:24.117 --> 00:07:24.838
through the roof.

00:07:25.379 --> 00:07:27.783
Now, when I go to Amazon to buy something,

00:07:28.043 --> 00:07:29.125
in my head, I'm like, oh,

00:07:29.144 --> 00:07:29.805
it'd be nice to have it.

00:07:29.865 --> 00:07:31.127
I need it within a week.

00:07:31.507 --> 00:07:32.249
Or actually,

00:07:32.449 --> 00:07:33.711
I've ordered flip-flops the other day,

00:07:34.632 --> 00:07:35.634
Haviana flip-flops.

00:07:36.035 --> 00:07:36.776
I have two outfits.

00:07:37.055 --> 00:07:38.577
It is work and beach.

00:07:38.737 --> 00:07:39.399
Those are like...

00:07:40.459 --> 00:07:41.521
I'm wearing my happy house

00:07:41.560 --> 00:07:42.781
flip flops right now.

00:07:43.060 --> 00:07:45.122
I'm not going to lie.

00:07:45.541 --> 00:07:46.341
I have a warehouse,

00:07:46.362 --> 00:07:47.202
so it does not play well.

00:07:48.202 --> 00:07:50.384
I watched the Barbie movie

00:07:50.423 --> 00:07:51.144
with my daughter.

00:07:51.704 --> 00:07:54.064
And the Barbie's like, I'm Beach.

00:07:54.264 --> 00:07:54.946
I'm Beach Ken.

00:07:54.966 --> 00:07:55.565
That's who I am.

00:07:55.586 --> 00:07:56.045
That's me.

00:07:56.165 --> 00:07:57.726
I'm Beach Andy.

00:07:58.466 --> 00:07:59.427
Like when I leave here,

00:07:59.466 --> 00:08:00.088
I'm going to go play

00:08:00.108 --> 00:08:01.367
volleyball and I'm BJ.

00:08:01.708 --> 00:08:02.509
Javier's handles.

00:08:02.548 --> 00:08:03.949
They're just like, whatever it was,

00:08:03.988 --> 00:08:06.910
it was by $50 worth and get 20% off mine.

00:08:07.230 --> 00:08:07.709
And then it was like,

00:08:07.730 --> 00:08:09.610
do you want next day shipping or,

00:08:10.350 --> 00:08:12.471
or a standard shipping and standard ship?

00:08:12.531 --> 00:08:13.552
It was two to three days.

00:08:13.572 --> 00:08:14.012
I was like,

00:08:14.692 --> 00:08:15.994
You're telling me I can buy flip-flops.

00:08:16.514 --> 00:08:17.656
And honestly,

00:08:17.696 --> 00:08:18.475
I need the flip-flops in

00:08:18.596 --> 00:08:19.317
August because I'm like,

00:08:19.396 --> 00:08:22.519
I have a... I have like three pairs.

00:08:22.699 --> 00:08:23.641
I broke a pair of sandals.

00:08:23.680 --> 00:08:24.401
I'm doing this hike,

00:08:24.802 --> 00:08:25.682
a seven-mile hike in

00:08:25.721 --> 00:08:26.723
flip-flops in August.

00:08:26.742 --> 00:08:27.064
And I was like,

00:08:27.084 --> 00:08:29.185
I want a newer pair so they don't break.

00:08:29.245 --> 00:08:29.685
It's a...

00:08:31.146 --> 00:08:33.346
It's a veteran hike last year.

00:08:33.547 --> 00:08:35.467
We're already fucking way off course.

00:08:36.128 --> 00:08:38.488
So last year I do this veteran hike,

00:08:38.508 --> 00:08:39.948
a huge fan, a huge sponsor of it.

00:08:40.568 --> 00:08:41.428
It's IW hike.

00:08:41.489 --> 00:08:42.729
It's the irreverent warriors

00:08:43.109 --> 00:08:44.629
where we use humor and

00:08:44.708 --> 00:08:46.750
camaraderie to bring

00:08:46.769 --> 00:08:47.990
awareness to veteran suicide.

00:08:48.009 --> 00:08:48.350
That's the,

00:08:48.590 --> 00:08:49.629
that is the ripped down version

00:08:49.649 --> 00:08:50.289
of the mission statement.

00:08:50.510 --> 00:08:50.770
Anyways,

00:08:50.811 --> 00:08:52.150
it's one of my favorite days of the year.

00:08:52.490 --> 00:08:53.230
Veterans only.

00:08:53.591 --> 00:08:54.650
It's about a seven mile hike

00:08:54.691 --> 00:08:55.431
throughout Milwaukee.

00:08:55.451 --> 00:08:56.292
We make several stops.

00:08:56.312 --> 00:08:56.892
We do a couple of team

00:08:56.932 --> 00:08:57.572
building activities.

00:08:57.912 --> 00:08:58.331
It's awesome.

00:08:58.932 --> 00:08:59.653
And I've done it for the

00:08:59.673 --> 00:09:00.653
last couple of years here in Milwaukee.

00:09:01.033 --> 00:09:01.653
Last year,

00:09:01.774 --> 00:09:03.336
I showed up to the hike in

00:09:03.375 --> 00:09:05.758
flip-flops because I was in beach mode.

00:09:05.798 --> 00:09:06.398
And then I had a pair of

00:09:06.437 --> 00:09:07.339
tennis shoes in my Jeep.

00:09:08.198 --> 00:09:09.279
And as I'm hanging out and

00:09:09.320 --> 00:09:10.240
catching up with people, they're like,

00:09:10.280 --> 00:09:11.062
are you doing the hike in

00:09:11.081 --> 00:09:11.701
your flip-flops?

00:09:11.741 --> 00:09:13.163
I was like, no, that'd be stupid.

00:09:13.182 --> 00:09:13.624
That'd be crazy.

00:09:13.644 --> 00:09:14.403
Why would someone do that?

00:09:14.865 --> 00:09:15.924
And by about the fifth

00:09:15.985 --> 00:09:17.145
person that asked me, I'm like, yeah,

00:09:17.606 --> 00:09:18.126
sure.

00:09:18.506 --> 00:09:20.009
I'm doing the hike in my flip-flops.

00:09:20.708 --> 00:09:21.828
Um, and I also offer,

00:09:21.908 --> 00:09:23.230
I always volunteer to be a road guard.

00:09:23.409 --> 00:09:25.451
So we're hiking, there's like 150 of us.

00:09:25.490 --> 00:09:26.791
So every intersection,

00:09:26.850 --> 00:09:28.331
someone has to run up and I

00:09:28.371 --> 00:09:29.471
put their hand out like, Hey,

00:09:29.591 --> 00:09:30.572
don't hit the car.

00:09:30.673 --> 00:09:30.873
Right.

00:09:31.993 --> 00:09:34.734
And so I ran the majority of

00:09:34.774 --> 00:09:35.714
the seven miles,

00:09:36.234 --> 00:09:37.235
either barefoot or in

00:09:37.274 --> 00:09:39.294
flip-flops in like downtown Milwaukee,

00:09:39.315 --> 00:09:40.056
where there's like broken

00:09:40.076 --> 00:09:41.056
beer bottles and cigarette

00:09:41.076 --> 00:09:41.635
butts everywhere.

00:09:42.336 --> 00:09:44.096
Um, and so anyways,

00:09:44.236 --> 00:09:45.898
I'm on brand like now this year,

00:09:45.918 --> 00:09:46.378
this year,

00:09:50.302 --> 00:09:51.484
If I show up wearing shoes

00:09:51.524 --> 00:09:54.226
like everybody else, they'll be like,

00:09:54.346 --> 00:09:55.128
this fucking guy.

00:09:55.168 --> 00:09:56.028
They might not know your name,

00:09:56.048 --> 00:09:57.389
but they're going to be like, oh,

00:09:57.830 --> 00:09:58.431
it's flip-flop guy.

00:09:58.750 --> 00:10:00.011
That big goofy guy that just

00:10:00.091 --> 00:10:01.312
runs a lot in flip-flops or

00:10:01.332 --> 00:10:02.875
bare feet and probably

00:10:02.894 --> 00:10:03.615
needs a tetanus shot.

00:10:03.816 --> 00:10:05.576
Yeah, that guy.

00:10:05.616 --> 00:10:07.339
Anyway, so that prompted my Javiana story,

00:10:07.359 --> 00:10:08.080
which got a sidetrack.

00:10:08.860 --> 00:10:10.881
In products, you can buy a product, Amazon,

00:10:10.922 --> 00:10:11.162
and they're

00:10:11.903 --> 00:10:13.043
same day or tomorrow it's

00:10:13.083 --> 00:10:13.943
like I guess tomorrow's

00:10:13.984 --> 00:10:15.585
convenient like yeah I

00:10:15.664 --> 00:10:16.845
order a week or two before

00:10:16.905 --> 00:10:17.765
I need it thinking that

00:10:17.806 --> 00:10:18.605
we're still living in this

00:10:18.806 --> 00:10:21.207
archaic you know 2007 time

00:10:21.227 --> 00:10:23.168
period I don't know yeah no

00:10:23.249 --> 00:10:24.509
I think our demand for

00:10:24.568 --> 00:10:25.649
instant gratification is

00:10:25.690 --> 00:10:27.571
getting higher for sure and

00:10:27.711 --> 00:10:28.630
it's not that people don't

00:10:28.711 --> 00:10:29.851
want great service I think

00:10:29.871 --> 00:10:31.172
people are craving it they

00:10:31.212 --> 00:10:32.033
really are and they're

00:10:32.052 --> 00:10:33.072
rebelling against some of

00:10:33.092 --> 00:10:34.293
the automations and these

00:10:34.693 --> 00:10:35.934
self-service ivrs that

00:10:35.975 --> 00:10:37.336
drive them down 80 menu

00:10:37.375 --> 00:10:38.076
prompts or whatever

00:10:38.615 --> 00:10:41.456
But I don't think people, sorry,

00:10:41.496 --> 00:10:43.437
interactive, like press one for sales,

00:10:43.518 --> 00:10:47.379
press two for service.

00:10:47.519 --> 00:10:49.221
There's a rule in the military, right?

00:10:49.620 --> 00:10:50.822
It works in the civilian world.

00:10:50.961 --> 00:10:53.403
Whatever you use jargon or acronyms,

00:10:54.163 --> 00:10:54.363
right?

00:10:54.462 --> 00:10:56.024
You have to know, you have to explain it.

00:10:56.063 --> 00:10:57.284
So IVR, say that again.

00:10:57.977 --> 00:10:58.479
IVR,

00:10:58.519 --> 00:11:00.660
it stands for interactive voice response,

00:11:00.801 --> 00:11:03.484
but it's also known as an auto attendant.

00:11:03.725 --> 00:11:05.446
It's any menu when you call

00:11:05.485 --> 00:11:06.888
someplace and it says, like,

00:11:06.927 --> 00:11:08.429
press one for this, press two for that.

00:11:08.450 --> 00:11:10.131
I'm so glad in 40 years I've

00:11:10.192 --> 00:11:11.513
never known what that is

00:11:11.552 --> 00:11:13.514
because it's bullshit and I hate it.

00:11:13.534 --> 00:11:14.976
Now you know what your enemy is.

00:11:15.397 --> 00:11:15.817
Oh, my God.

00:11:15.898 --> 00:11:16.418
I hate up.

00:11:16.658 --> 00:11:17.879
I'm like, this is bullshit.

00:11:18.821 --> 00:11:18.961
No.

00:11:19.601 --> 00:11:21.082
You know what the worst ones are?

00:11:21.144 --> 00:11:22.764
The worst ones are when you call,

00:11:23.065 --> 00:11:24.265
it asks you to like put in

00:11:24.285 --> 00:11:25.567
your 16 digit card number,

00:11:25.668 --> 00:11:26.869
your three digit, you know,

00:11:26.908 --> 00:11:28.649
four digit social, your zip code.

00:11:28.690 --> 00:11:29.730
And then you get transferred

00:11:29.750 --> 00:11:31.493
to an agent who is overseas somewhere.

00:11:31.572 --> 00:11:32.933
And she asks you everything

00:11:32.994 --> 00:11:33.754
all over again.

00:11:33.835 --> 00:11:35.636
Like, why are you doing this?

00:11:35.657 --> 00:11:36.837
They're putting in pain points.

00:11:36.878 --> 00:11:37.258
Here's the deal.

00:11:37.337 --> 00:11:37.938
It works though,

00:11:38.538 --> 00:11:39.980
because there are times where I'm like,

00:11:40.681 --> 00:11:41.883
this isn't worth my time right now.

00:11:42.743 --> 00:11:43.883
And then I will hang up.

00:11:43.903 --> 00:11:44.884
I'm so mad.

00:11:45.403 --> 00:11:48.004
Actually, shout out Keurig.

00:11:48.424 --> 00:11:49.725
Keurig has an 800 number,

00:11:50.004 --> 00:11:50.966
clearly overseas.

00:11:52.346 --> 00:11:54.687
Guy's not an Indian, so Mumbai, whatever,

00:11:54.726 --> 00:11:54.986
Delhi.

00:11:55.006 --> 00:11:55.787
He's from somewhere.

00:11:56.626 --> 00:11:58.067
Solve the problem in 30 seconds.

00:11:58.187 --> 00:11:59.347
I clicked the wrong button

00:11:59.927 --> 00:12:01.328
on my Keurig auto delivery.

00:12:01.509 --> 00:12:03.568
And I had this meltdown moment.

00:12:03.589 --> 00:12:04.990
It was on a Saturday night.

00:12:05.409 --> 00:12:05.909
Because, of course,

00:12:05.929 --> 00:12:06.529
that's like as an

00:12:06.549 --> 00:12:07.429
entrepreneur when I'm like,

00:12:07.490 --> 00:12:09.270
I should renew my fucking Keurig.

00:12:09.311 --> 00:12:09.451
Yeah.

00:12:11.280 --> 00:12:12.261
Because I'm reading emails

00:12:12.302 --> 00:12:13.701
that were not that important to read.

00:12:14.302 --> 00:12:15.543
And I had an auto renewal.

00:12:15.583 --> 00:12:15.964
And I was like,

00:12:16.004 --> 00:12:17.325
I need to pause the auto renewal.

00:12:17.424 --> 00:12:18.745
I canceled the auto renewal.

00:12:18.985 --> 00:12:19.885
And they're going to bill me

00:12:19.926 --> 00:12:20.966
for the price of my machine,

00:12:21.126 --> 00:12:21.527
all this shit.

00:12:21.787 --> 00:12:22.587
And I was ready,

00:12:23.168 --> 00:12:24.328
ready making this phone call.

00:12:24.649 --> 00:12:25.649
I make the phone call.

00:12:25.929 --> 00:12:26.610
The guy picks up.

00:12:27.009 --> 00:12:28.770
He's like, oh, yeah, Mr. Wine's like, yep,

00:12:29.150 --> 00:12:30.072
you shouldn't have clicked that button.

00:12:30.111 --> 00:12:30.672
I was like, I know.

00:12:31.273 --> 00:12:32.572
I know what I did.

00:12:33.053 --> 00:12:34.014
He goes, nope, you're all set.

00:12:34.073 --> 00:12:34.094
I

00:12:35.554 --> 00:12:35.794
I looked,

00:12:35.815 --> 00:12:37.177
it was four minutes and 34

00:12:37.177 --> 00:12:38.018
seconds from the time of

00:12:38.038 --> 00:12:39.559
the phone call till resolved.

00:12:40.159 --> 00:12:41.601
And I did the stupid survey afterwards.

00:12:41.942 --> 00:12:42.984
I was so excited.

00:12:43.004 --> 00:12:46.408
I was like, yeah, 10 out of 10, that guy.

00:12:46.427 --> 00:12:48.350
This is exactly what I'm talking about.

00:12:48.370 --> 00:12:49.951
Your expectations were so low.

00:12:49.991 --> 00:12:51.373
You were already dreading

00:12:51.614 --> 00:12:52.654
picking up a phone call

00:12:52.695 --> 00:12:53.855
because that is not the

00:12:53.895 --> 00:12:55.037
common experience anymore.

00:12:55.817 --> 00:12:57.318
And this is where and why

00:12:57.359 --> 00:12:58.918
I'm so passionate about

00:12:59.019 --> 00:13:00.500
having real friendly people

00:13:00.580 --> 00:13:01.200
answer your calls.

00:13:01.240 --> 00:13:03.821
Because in a competitive landscape,

00:13:03.860 --> 00:13:05.061
if you're in an industry or

00:13:05.541 --> 00:13:07.381
a city where there's 20

00:13:07.381 --> 00:13:09.523
HVAC companies and you're an HVAC company,

00:13:09.962 --> 00:13:11.543
people dread having to pick

00:13:11.602 --> 00:13:12.984
up the phone and call a

00:13:13.043 --> 00:13:14.144
company nowadays because

00:13:14.163 --> 00:13:15.004
they just feel like it's

00:13:15.024 --> 00:13:16.625
going to be this monumental task.

00:13:17.065 --> 00:13:18.865
And if your customers,

00:13:18.905 --> 00:13:19.806
they dial a phone number,

00:13:20.125 --> 00:13:21.147
somebody friendly answers

00:13:21.187 --> 00:13:22.668
the phone within 20 seconds,

00:13:23.087 --> 00:13:24.048
they are able to book you

00:13:24.089 --> 00:13:25.269
an appointment or get you a

00:13:25.369 --> 00:13:27.009
quote or transfer you to

00:13:27.049 --> 00:13:27.971
the right person if it's an

00:13:28.030 --> 00:13:29.611
emergency situation.

00:13:29.932 --> 00:13:31.253
If they're able to get that done,

00:13:31.633 --> 00:13:33.134
that customer is already

00:13:33.394 --> 00:13:34.615
thinking that your business

00:13:34.695 --> 00:13:35.716
is top-notch and is going

00:13:35.735 --> 00:13:37.197
to come back time and time again.

00:13:37.797 --> 00:13:39.479
I love the fact that you

00:13:39.538 --> 00:13:40.639
used the number 22nd.

00:13:40.720 --> 00:13:42.581
So I heard years ago I was

00:13:42.642 --> 00:13:45.024
teaching at an MBA program,

00:13:45.544 --> 00:13:46.426
and now the name of the

00:13:46.546 --> 00:13:48.768
school is not in my brain.

00:13:48.827 --> 00:13:49.649
It was in Dayton, Ohio.

00:13:49.688 --> 00:13:51.169
It was not the University of Dayton.

00:13:51.190 --> 00:13:52.010
It was a school nearby.

00:13:52.030 --> 00:13:53.773
I drove by Dave Chappelle's

00:13:53.793 --> 00:13:54.653
house randomly because he

00:13:54.693 --> 00:13:56.375
lives out there in Lemon

00:13:56.414 --> 00:13:56.895
something or another.

00:13:57.255 --> 00:13:58.096
Outside of Dayton, Ohio.

00:13:58.557 --> 00:13:58.738
Yeah,

00:13:58.758 --> 00:13:59.879
like you can see the gate and then a

00:13:59.899 --> 00:14:01.240
bunch of trees and then not Dave.

00:14:01.900 --> 00:14:03.182
Anyways, random side door.

00:14:03.503 --> 00:14:03.724
Anyways,

00:14:03.864 --> 00:14:05.706
we were doing a project with Grunt Style.

00:14:05.725 --> 00:14:06.706
It's a t-shirt brand

00:14:06.907 --> 00:14:07.868
originally out of Chicago

00:14:07.888 --> 00:14:09.149
and now I think they're in

00:14:09.190 --> 00:14:10.410
Texas somewhere.

00:14:10.451 --> 00:14:11.613
Grunt Style, their rule was 20 and 20.

00:14:12.693 --> 00:14:13.855
So their rule was answer

00:14:13.975 --> 00:14:15.376
every phone within 20 seconds,

00:14:15.576 --> 00:14:17.239
answer every email within 20 minutes.

00:14:18.120 --> 00:14:20.501
And all their customer service people,

00:14:20.621 --> 00:14:22.283
that was their number one metric.

00:14:22.664 --> 00:14:24.066
Because when you answered,

00:14:24.125 --> 00:14:24.927
when you responded,

00:14:24.947 --> 00:14:26.107
whether phone or email,

00:14:26.408 --> 00:14:27.269
that set the tone.

00:14:27.990 --> 00:14:28.169
Right?

00:14:28.551 --> 00:14:29.630
Because people are like, oh, wow,

00:14:29.671 --> 00:14:30.491
I feel hurt.

00:14:30.672 --> 00:14:31.253
Like you said,

00:14:31.653 --> 00:14:32.433
they want to know that

00:14:32.533 --> 00:14:33.534
something's happening.

00:14:33.554 --> 00:14:36.017
You picked up, right?

00:14:36.076 --> 00:14:38.077
Yay, gold star for doing the minimum.

00:14:38.477 --> 00:14:39.259
Right?

00:14:39.960 --> 00:14:41.441
And then something's happening.

00:14:42.120 --> 00:14:42.442
Right?

00:14:42.822 --> 00:14:44.582
Oh, hey, send the pictures to this.

00:14:44.702 --> 00:14:44.964
Got it.

00:14:45.364 --> 00:14:45.484
Oh,

00:14:45.524 --> 00:14:48.225
this person's going to call me before 5

00:14:48.225 --> 00:14:48.505
p.m.

00:14:48.546 --> 00:14:48.826
today.

00:14:49.226 --> 00:14:49.407
Good.

00:14:49.606 --> 00:14:49.706
Oh,

00:14:49.767 --> 00:14:50.868
a service technician's going to be at

00:14:50.888 --> 00:14:52.089
my house in two days from now.

00:14:52.408 --> 00:14:52.750
Sounds good.

00:14:52.889 --> 00:14:54.931
Like something is happening versus...

00:14:55.711 --> 00:14:56.773
Ambiguity, like, oh,

00:14:56.793 --> 00:14:57.592
we might get back to you,

00:14:57.653 --> 00:14:58.714
or someone might get back to you,

00:14:58.913 --> 00:14:59.914
or you might get back to us.

00:15:00.154 --> 00:15:04.698
You and I talked last week,

00:15:04.719 --> 00:15:05.259
a couple weeks ago,

00:15:05.798 --> 00:15:06.879
when I first heard about your company,

00:15:07.360 --> 00:15:09.121
and even picking up the

00:15:09.142 --> 00:15:11.403
opportunity to answer my phones here soon,

00:15:11.783 --> 00:15:13.504
is there has been actual items.

00:15:13.705 --> 00:15:14.225
Somebody

00:15:14.966 --> 00:15:16.265
has to know that there's something to do.

00:15:16.645 --> 00:15:17.385
Maybe the customer needs to

00:15:17.426 --> 00:15:18.047
provide pictures.

00:15:18.147 --> 00:15:18.386
Okay.

00:15:18.567 --> 00:15:19.187
Hey, customer,

00:15:19.386 --> 00:15:20.866
we can give you a quote over

00:15:20.986 --> 00:15:22.047
email or over the phone or

00:15:22.086 --> 00:15:23.908
via text when you send us pictures.

00:15:24.187 --> 00:15:24.467
Got it.

00:15:24.788 --> 00:15:25.528
Someone has a click.

00:15:25.567 --> 00:15:25.748
All right.

00:15:25.768 --> 00:15:26.447
I'll go to stop by the

00:15:26.488 --> 00:15:27.447
property and I take some pictures.

00:15:27.727 --> 00:15:27.908
Good.

00:15:28.128 --> 00:15:28.748
Now we're all on the same

00:15:28.788 --> 00:15:29.948
page that something's going to happen.

00:15:30.328 --> 00:15:31.229
And then we can look at our

00:15:31.269 --> 00:15:32.509
notes and tomorrow morning be like, oh,

00:15:32.708 --> 00:15:33.489
they didn't send the pictures.

00:15:33.509 --> 00:15:33.629
Hey,

00:15:33.649 --> 00:15:34.389
did you get a chance to take the

00:15:34.448 --> 00:15:34.769
pictures?

00:15:35.169 --> 00:15:35.370
Oh yeah.

00:15:35.389 --> 00:15:36.250
I forgot to send it to you.

00:15:36.309 --> 00:15:36.970
Or, oh no,

00:15:36.990 --> 00:15:38.149
I sent them to end up in the spam folder.

00:15:38.370 --> 00:15:38.730
Something.

00:15:38.950 --> 00:15:39.690
Cause now we have an agreed

00:15:39.730 --> 00:15:40.971
upon thing versus, oh,

00:15:41.010 --> 00:15:41.630
we'll get back to you.

00:15:41.730 --> 00:15:42.431
Someone will follow up.

00:15:42.630 --> 00:15:42.791
Like,

00:15:43.211 --> 00:15:45.873
How randomly arbitrary is that?

00:15:47.354 --> 00:15:48.214
Some expectation.

00:15:48.734 --> 00:15:49.955
A lot of what you're talking about.

00:15:50.154 --> 00:15:51.655
So we do all kinds of

00:15:51.676 --> 00:15:52.476
different things for a lot

00:15:52.496 --> 00:15:53.277
of different customers.

00:15:53.376 --> 00:15:55.879
Some customers don't want us

00:15:55.938 --> 00:15:56.918
to book things directly on

00:15:56.940 --> 00:15:58.159
a calendar because they're

00:15:58.620 --> 00:16:00.322
very controlling or because

00:16:00.361 --> 00:16:01.542
they have very nuanced

00:16:01.842 --> 00:16:03.724
complexities that they need to navigate.

00:16:04.484 --> 00:16:06.284
And some customers are like,

00:16:06.325 --> 00:16:07.465
here's the calendar, here's the rules,

00:16:07.485 --> 00:16:09.186
here's the parameters, use it.

00:16:09.846 --> 00:16:11.106
What I will say is,

00:16:11.167 --> 00:16:12.488
and this is especially true

00:16:12.748 --> 00:16:14.969
in this industry where they

00:16:15.009 --> 00:16:16.428
need a quote and they need

00:16:16.448 --> 00:16:17.610
a service appointment.

00:16:17.769 --> 00:16:18.830
Whether you're an HVAC or

00:16:18.870 --> 00:16:21.010
junk collector or a window replacer,

00:16:21.231 --> 00:16:22.511
that's pretty much what

00:16:22.552 --> 00:16:23.231
you're doing is you're

00:16:23.251 --> 00:16:23.932
going to get a quote and

00:16:23.972 --> 00:16:25.393
you're going to do an

00:16:25.432 --> 00:16:26.494
appointment to get them out there.

00:16:27.529 --> 00:16:29.231
is having a service like

00:16:29.272 --> 00:16:30.634
PatLive helps business

00:16:30.734 --> 00:16:32.436
owners systematize things.

00:16:32.855 --> 00:16:33.657
So this is one thing when

00:16:33.677 --> 00:16:34.477
you were talking earlier

00:16:34.597 --> 00:16:35.219
about you start your

00:16:35.239 --> 00:16:35.979
business and you get a

00:16:36.000 --> 00:16:36.480
phone call and you're

00:16:36.500 --> 00:16:37.441
really excited and then

00:16:37.461 --> 00:16:38.101
you're on the couch and

00:16:38.121 --> 00:16:39.123
another call comes in, right?

00:16:39.143 --> 00:16:40.705
A lot of times growth in companies,

00:16:41.164 --> 00:16:43.206
it doesn't come like the steady path,

00:16:43.267 --> 00:16:43.407
right?

00:16:43.466 --> 00:16:44.509
It can kind of come in spurts.

00:16:45.028 --> 00:16:45.708
and you're kind of doing

00:16:45.969 --> 00:16:47.529
this and what happens to a

00:16:47.570 --> 00:16:48.590
lot of businesses is

00:16:48.610 --> 00:16:49.809
they're managing everything

00:16:49.850 --> 00:16:50.750
really well then they get

00:16:50.769 --> 00:16:51.691
to this point of inflection

00:16:51.730 --> 00:16:53.071
and they're like ah I can't

00:16:53.110 --> 00:16:54.691
do anything and it forces

00:16:54.711 --> 00:16:55.932
them to slow down a little

00:16:55.951 --> 00:16:57.152
bit and say all right how

00:16:57.192 --> 00:16:58.471
can I delegate how can I

00:16:58.692 --> 00:17:00.032
systematize for lack of

00:17:00.052 --> 00:17:00.913
better word how can I put a

00:17:00.952 --> 00:17:02.312
process in place and then

00:17:02.352 --> 00:17:03.552
they kind of coast along

00:17:03.592 --> 00:17:04.353
and then things start

00:17:04.532 --> 00:17:05.614
escalating up a little bit

00:17:05.653 --> 00:17:06.794
and then they say now we're

00:17:06.814 --> 00:17:07.834
at another inflection point

00:17:07.894 --> 00:17:09.255
do we hire more people do

00:17:09.295 --> 00:17:10.974
we add you know more resources

00:17:11.855 --> 00:17:13.837
That kind of growth is pretty common.

00:17:13.938 --> 00:17:15.138
And I think what we see a

00:17:15.179 --> 00:17:17.922
lot of times is the newer

00:17:17.981 --> 00:17:19.303
companies don't quite have

00:17:19.323 --> 00:17:20.403
the systems down yet.

00:17:20.443 --> 00:17:21.444
They don't have the tools

00:17:21.505 --> 00:17:23.247
like a job or a calendaring

00:17:23.307 --> 00:17:24.887
system because it's just a

00:17:24.928 --> 00:17:27.190
guy and he's like penciling

00:17:27.230 --> 00:17:27.790
you in and saying,

00:17:27.810 --> 00:17:28.471
I'm going to come out there

00:17:28.490 --> 00:17:29.752
Tuesday afternoon, right?

00:17:29.972 --> 00:17:30.053
And

00:17:30.782 --> 00:17:31.943
He doesn't know quite how to

00:17:32.003 --> 00:17:33.025
translate that to a third

00:17:33.045 --> 00:17:34.026
party company like us.

00:17:34.467 --> 00:17:35.426
But one of the things that I

00:17:35.467 --> 00:17:38.931
think we help customers do is say,

00:17:38.951 --> 00:17:39.191
all right,

00:17:39.211 --> 00:17:40.372
you don't have a system like that.

00:17:40.412 --> 00:17:41.452
This is how we can help you

00:17:41.813 --> 00:17:42.753
baby step to that.

00:17:42.874 --> 00:17:44.035
So maybe you don't have a

00:17:44.075 --> 00:17:45.215
sophisticated calendar that

00:17:45.236 --> 00:17:46.518
has all these great nuances

00:17:46.557 --> 00:17:47.719
and complexities built in.

00:17:48.058 --> 00:17:49.641
But what you can say is

00:17:50.721 --> 00:17:52.182
whatever day of the week it is,

00:17:52.563 --> 00:17:53.683
tell them they're on the

00:17:53.723 --> 00:17:54.924
schedule for two days out.

00:17:55.726 --> 00:17:57.326
And then we'll call them with a time,

00:17:57.507 --> 00:17:57.707
right?

00:17:57.846 --> 00:17:58.967
Even something like that,

00:17:59.067 --> 00:18:01.228
even being able to tell your caller, hey,

00:18:01.268 --> 00:18:02.627
listen, it's Tuesday.

00:18:02.748 --> 00:18:03.548
I've got you down on the

00:18:03.568 --> 00:18:04.969
schedule for Thursday.

00:18:05.689 --> 00:18:06.890
Bob from the office is going

00:18:06.910 --> 00:18:08.690
to give you a call tonight

00:18:08.769 --> 00:18:09.611
or tomorrow to give you

00:18:09.631 --> 00:18:10.631
your exact time frame.

00:18:11.163 --> 00:18:12.424
it's not perfect, right?

00:18:12.505 --> 00:18:13.465
Ideally you would give them

00:18:13.486 --> 00:18:14.467
the exact timeframe and

00:18:14.488 --> 00:18:15.347
you'd have them meet there,

00:18:15.407 --> 00:18:16.569
but it helps that business

00:18:16.690 --> 00:18:18.551
owner start to systematize

00:18:18.612 --> 00:18:19.972
and get to that more

00:18:20.012 --> 00:18:21.634
sophisticated calendaring system.

00:18:22.316 --> 00:18:23.436
And if we can help kind of

00:18:23.477 --> 00:18:24.417
babysit that and help

00:18:24.877 --> 00:18:27.121
smooth those inflection

00:18:27.161 --> 00:18:29.063
points in the business, you know,

00:18:29.742 --> 00:18:30.463
then I'm ecstatic.

00:18:30.564 --> 00:18:31.565
I think that's what we're

00:18:31.585 --> 00:18:32.846
here to do and what I like to do.

00:18:33.067 --> 00:18:33.207
So.

00:18:33.769 --> 00:18:35.329
Well, the thing is,

00:18:35.711 --> 00:18:36.852
so I'm an operations guy.

00:18:36.872 --> 00:18:37.592
So everything you're saying

00:18:37.612 --> 00:18:38.913
to me sounds amazing.

00:18:39.213 --> 00:18:40.855
And yet I know a lot of

00:18:41.736 --> 00:18:42.435
small business owners.

00:18:42.497 --> 00:18:43.517
I give you the example of my dad.

00:18:43.698 --> 00:18:45.019
They're non-operational people.

00:18:45.338 --> 00:18:47.221
My dad is phenomenal at putting in doors.

00:18:47.461 --> 00:18:49.522
He is great at selling the service.

00:18:49.843 --> 00:18:51.845
He is great with the customers, right?

00:18:51.884 --> 00:18:53.486
Some of the things he's not great with,

00:18:53.605 --> 00:18:53.806
right?

00:18:53.925 --> 00:18:54.626
Like I look at the six

00:18:54.666 --> 00:18:55.387
buckets of business.

00:18:55.788 --> 00:18:57.930
I am great at operations and numbers.

00:18:57.990 --> 00:18:58.509
Those are my two.

00:18:58.630 --> 00:18:59.790
I love those buckets, right?

00:18:59.810 --> 00:19:00.311
Yeah.

00:19:01.472 --> 00:19:03.074
Those buckets ain't on his fucking list,

00:19:03.173 --> 00:19:03.394
right?

00:19:03.615 --> 00:19:05.856
He can go put a door in and

00:19:05.896 --> 00:19:07.018
talk to a customer for four

00:19:07.057 --> 00:19:08.739
hours and get them to open up to him.

00:19:08.759 --> 00:19:11.582
I put the door in and I'm like, just hang,

00:19:11.602 --> 00:19:12.363
let's get this thing hung.

00:19:12.502 --> 00:19:13.784
I know it's going to take four hours.

00:19:14.284 --> 00:19:15.605
I got three friends I'm not

00:19:15.625 --> 00:19:16.266
looking for anymore.

00:19:16.826 --> 00:19:18.248
My dad has hundreds of friends,

00:19:18.288 --> 00:19:19.749
if not thousands throughout Milwaukee,

00:19:20.029 --> 00:19:20.650
of doors.

00:19:20.829 --> 00:19:21.490
He's that standard

00:19:21.530 --> 00:19:22.852
contractor where when you

00:19:22.872 --> 00:19:24.173
ever drive around with my dad in a truck,

00:19:24.192 --> 00:19:24.433
he's like...

00:19:25.236 --> 00:19:26.296
Yeah, put a door in that house.

00:19:28.277 --> 00:19:28.797
The red door.

00:19:29.017 --> 00:19:30.577
You'd be like, oh, right in swing.

00:19:30.597 --> 00:19:31.397
I know.

00:19:31.978 --> 00:19:33.558
I had to grind down the sill, right?

00:19:33.659 --> 00:19:38.000
I asked my daughter, his granddaughter,

00:19:38.240 --> 00:19:39.601
if I asked him right now her birthday,

00:19:39.760 --> 00:19:40.461
it would take him a minute.

00:19:41.262 --> 00:19:42.163
If you asked him what the

00:19:42.623 --> 00:19:44.523
swing was on a door from last week,

00:19:44.743 --> 00:19:45.483
he'll tell you, oh, yeah,

00:19:45.684 --> 00:19:46.545
right-hand gin swing,

00:19:47.184 --> 00:19:48.224
screen door swung out the

00:19:48.265 --> 00:19:49.705
opposite direction because

00:19:49.726 --> 00:19:50.826
there was a thing and then the stuff,

00:19:50.885 --> 00:19:51.886
and it was okay.

00:19:52.146 --> 00:19:52.527
Exactly.

00:19:52.547 --> 00:19:53.946
It's a standard contract.

00:19:54.086 --> 00:19:54.748
I relate to it.

00:19:54.768 --> 00:19:56.988
My dad owned a business my whole life.

00:19:57.048 --> 00:19:58.848
I grew up in his small business in Miami,

00:19:58.868 --> 00:19:59.229
Florida.

00:19:59.269 --> 00:20:01.109
He sold and repaired generators.

00:20:02.049 --> 00:20:03.391
And so he did it for businesses,

00:20:03.750 --> 00:20:05.913
for buildings, for hospitals, for boats,

00:20:05.992 --> 00:20:06.532
for RVs,

00:20:06.573 --> 00:20:07.594
any application you could put a

00:20:07.634 --> 00:20:07.973
generator.

00:20:08.034 --> 00:20:09.034
And I know exactly what

00:20:09.054 --> 00:20:09.515
you're talking about,

00:20:09.575 --> 00:20:10.894
riding around in his sweaty

00:20:10.915 --> 00:20:11.615
truck with that like

00:20:11.675 --> 00:20:12.916
plastic vinyl seat that

00:20:12.957 --> 00:20:14.637
like made your legs sweat

00:20:14.738 --> 00:20:16.239
underneath because there was no AC.

00:20:17.078 --> 00:20:18.400
And every time we'd pass the building,

00:20:18.420 --> 00:20:20.361
he'd be like, they got a 30 KW in there.

00:20:20.381 --> 00:20:21.922
They really should get a 40 KW,

00:20:21.942 --> 00:20:22.701
but you know,

00:20:22.741 --> 00:20:24.462
they wouldn't for the extra money.

00:20:24.502 --> 00:20:25.604
And I'm like, oh, wow.

00:20:25.644 --> 00:20:27.025
Yeah, that's fascinating.

00:20:27.594 --> 00:20:29.694
So I know everyone has their gifts, right?

00:20:29.734 --> 00:20:31.016
Like some people are great

00:20:31.076 --> 00:20:31.715
at the customer.

00:20:31.736 --> 00:20:32.757
They're great at the business.

00:20:32.777 --> 00:20:34.237
They're great at the trade.

00:20:35.018 --> 00:20:36.157
And if you're not great at all of it,

00:20:36.178 --> 00:20:36.838
then you've got to find

00:20:36.878 --> 00:20:38.098
help for the portions that

00:20:38.138 --> 00:20:39.279
you're a deficit, you know?

00:20:39.480 --> 00:20:40.039
Here's the deal.

00:20:40.640 --> 00:20:42.141
When I look at the six buckets of business,

00:20:42.161 --> 00:20:43.461
they're consistent with EOS,

00:20:43.501 --> 00:20:44.882
the entrepreneurial operating system.

00:20:45.323 --> 00:20:46.663
The EOS has three buckets.

00:20:46.982 --> 00:20:48.023
I've taken the three buckets

00:20:48.104 --> 00:20:49.144
and I broke it to six.

00:20:49.183 --> 00:20:50.345
It's the same three basics

00:20:50.365 --> 00:20:51.746
and I split them in half basically.

00:20:52.445 --> 00:20:53.426
The fact of the matter is

00:20:53.747 --> 00:20:54.787
nobody is great at all six

00:20:55.227 --> 00:20:55.867
because then you're not

00:20:56.167 --> 00:20:57.188
then you're not good at any of them.

00:20:57.788 --> 00:20:57.949
Right.

00:20:58.348 --> 00:20:59.650
And when I talk to this class,

00:20:59.670 --> 00:21:00.710
the six buckets of business,

00:21:00.990 --> 00:21:02.651
when I ask people how

00:21:02.730 --> 00:21:03.771
motivated we look at it

00:21:03.791 --> 00:21:05.593
from a skill and a will perspective.

00:21:05.613 --> 00:21:06.432
All right.

00:21:07.253 --> 00:21:09.134
It is very obvious to me and

00:21:09.154 --> 00:21:10.454
to the other person what they hate doing.

00:21:10.816 --> 00:21:10.955
Right.

00:21:10.976 --> 00:21:11.576
Like marketing.

00:21:11.615 --> 00:21:13.537
Marketing is not a top three thing for me.

00:21:13.757 --> 00:21:14.477
Like this logo.

00:21:14.637 --> 00:21:16.018
I paid someone to do this logo.

00:21:16.498 --> 00:21:17.398
Our Facebook posts.

00:21:17.538 --> 00:21:19.079
I don't do the Facebook post.

00:21:19.599 --> 00:21:20.500
Our marketing material,

00:21:20.560 --> 00:21:21.760
I tell people what I think I like,

00:21:21.840 --> 00:21:22.662
and then they show me something.

00:21:22.682 --> 00:21:23.662
I tell them what I don't like about it,

00:21:23.923 --> 00:21:24.583
and then they fix it.

00:21:24.762 --> 00:21:26.183
Or they tell me why I'm wrong, and I say,

00:21:26.364 --> 00:21:26.804
sounds good.

00:21:27.344 --> 00:21:27.505
Right?

00:21:27.545 --> 00:21:28.184
Like, that's it.

00:21:29.465 --> 00:21:30.726
And then we move on, right?

00:21:30.766 --> 00:21:30.926
Like,

00:21:31.146 --> 00:21:32.847
if I want to argue with them about SEO,

00:21:32.867 --> 00:21:33.968
and they explain to me why I'm wrong,

00:21:34.008 --> 00:21:34.648
I'm like, sounds good.

00:21:34.689 --> 00:21:35.469
There goes my argument,

00:21:35.528 --> 00:21:36.730
and I move on with my life.

00:21:37.190 --> 00:21:39.472
And so a lot of people that

00:21:39.492 --> 00:21:40.253
get into business

00:21:40.453 --> 00:21:42.277
operations is not their thing.

00:21:42.376 --> 00:21:44.038
It's not exciting for entrepreneurs.

00:21:44.298 --> 00:21:45.380
It's not sexy.

00:21:45.641 --> 00:21:47.583
It's what you have to do versus get to do.

00:21:48.064 --> 00:21:48.203
Right.

00:21:48.223 --> 00:21:48.984
And we can talk about that

00:21:49.005 --> 00:21:49.885
from a mindset shift.

00:21:49.925 --> 00:21:51.508
I wrote a book about that and we can,

00:21:52.028 --> 00:21:53.170
the fact of the matter is right.

00:21:54.010 --> 00:21:55.211
When you bring somebody

00:21:55.231 --> 00:21:55.772
that's really good at

00:21:55.833 --> 00:21:56.993
operations and shows you

00:21:57.034 --> 00:21:58.096
how well you can streamline

00:21:58.115 --> 00:21:58.855
your operations,

00:21:59.317 --> 00:22:00.157
you will get fucking

00:22:00.218 --> 00:22:01.778
excited because you no

00:22:01.839 --> 00:22:02.660
longer have to spend so

00:22:02.700 --> 00:22:04.422
much time doing something

00:22:04.622 --> 00:22:06.023
you're not great at and

00:22:06.044 --> 00:22:07.005
that you don't love doing.

00:22:07.826 --> 00:22:09.086
My goal in life is to spend

00:22:09.126 --> 00:22:10.208
as much of my time in this

00:22:10.248 --> 00:22:11.349
world doing something I

00:22:11.430 --> 00:22:13.231
love doing that I'm also great at.

00:22:14.194 --> 00:22:15.474
And for you,

00:22:15.615 --> 00:22:16.756
I love what your service is

00:22:16.816 --> 00:22:18.715
because you can bridge the gap from, okay,

00:22:18.736 --> 00:22:20.856
you're here, you want to get here,

00:22:21.336 --> 00:22:22.897
and you're not here yet.

00:22:23.778 --> 00:22:24.018
Also,

00:22:24.317 --> 00:22:25.238
when you want to hire someone in

00:22:25.278 --> 00:22:27.278
operations and your operations are shit,

00:22:27.699 --> 00:22:29.398
you're going to be like, hey,

00:22:29.880 --> 00:22:30.740
do what I do,

00:22:31.400 --> 00:22:32.400
and I can't really explain

00:22:32.420 --> 00:22:34.141
to you how to bid a job.

00:22:36.101 --> 00:22:36.561
I've heard that too.

00:22:36.582 --> 00:22:37.001
People are like, oh,

00:22:37.021 --> 00:22:37.922
you hire operations people.

00:22:37.942 --> 00:22:38.501
They don't know what the

00:22:38.521 --> 00:22:38.981
hell they're doing.

00:22:39.021 --> 00:22:40.762
It's like, well, did you train them?

00:22:40.782 --> 00:22:41.262
Yeah.

00:22:41.778 --> 00:22:43.358
A lot of people think that

00:22:43.398 --> 00:22:44.078
you should just know it

00:22:44.159 --> 00:22:45.500
intuitively and it is not.

00:22:45.559 --> 00:22:47.661
We hire 1% of the people who

00:22:47.721 --> 00:22:49.061
apply for our jobs because

00:22:49.521 --> 00:22:53.344
there is a skill that you cannot train.

00:22:53.403 --> 00:22:54.825
People who are great at

00:22:55.025 --> 00:22:56.684
customer-facing positions,

00:22:56.826 --> 00:22:58.405
it's an innate part of them.

00:22:58.665 --> 00:23:01.228
I cannot teach you how to be

00:23:01.268 --> 00:23:02.448
friendly and upbeat on the

00:23:02.788 --> 00:23:04.028
50th phone call of the day.

00:23:04.628 --> 00:23:05.549
You just have to be that

00:23:05.589 --> 00:23:06.430
type of person who is

00:23:06.569 --> 00:23:08.270
energized by those kinds of

00:23:08.330 --> 00:23:09.531
continual conversations.

00:23:10.051 --> 00:23:11.152
and I think it's funny a lot

00:23:11.192 --> 00:23:11.952
of people are very

00:23:12.012 --> 00:23:12.893
comfortable with the notion

00:23:12.932 --> 00:23:14.253
of outsourcing but for very

00:23:14.294 --> 00:23:15.653
specific tasks it's like

00:23:16.054 --> 00:23:17.055
they know they're they're

00:23:17.075 --> 00:23:17.835
comfortable outsourcing

00:23:17.855 --> 00:23:18.755
their accounting because I

00:23:18.775 --> 00:23:19.414
don't know anything about

00:23:19.434 --> 00:23:20.316
accounting so I'm gonna let

00:23:20.355 --> 00:23:21.596
this guy do my taxes and

00:23:21.635 --> 00:23:22.876
this guy or woman do my

00:23:22.916 --> 00:23:24.436
books right a lot of people

00:23:24.477 --> 00:23:24.957
are comfortable with

00:23:24.997 --> 00:23:26.337
marketing because they

00:23:26.357 --> 00:23:27.657
don't know how to draw a

00:23:27.718 --> 00:23:29.219
logo or how to place a

00:23:29.239 --> 00:23:30.358
google ad and so they get

00:23:30.378 --> 00:23:31.859
this notion that like those

00:23:31.900 --> 00:23:33.740
are okay things to to

00:23:33.819 --> 00:23:34.921
outsource to third parties

00:23:35.820 --> 00:23:37.102
This role, this customer service,

00:23:37.241 --> 00:23:37.982
I think is a little bit

00:23:38.002 --> 00:23:38.942
more challenging for people

00:23:38.962 --> 00:23:40.443
to outsource for a couple of reasons.

00:23:41.125 --> 00:23:41.704
One, though,

00:23:41.845 --> 00:23:43.365
is that they think they can do it.

00:23:43.685 --> 00:23:44.606
They think it's within their

00:23:44.646 --> 00:23:45.707
skill set and they can do

00:23:45.768 --> 00:23:46.728
that while they're also

00:23:46.907 --> 00:23:47.729
managing a business,

00:23:47.788 --> 00:23:49.329
running the marketing, doing the trade,

00:23:49.390 --> 00:23:50.651
performing the invoicing,

00:23:50.671 --> 00:23:52.592
whatever the other backend tasks are.

00:23:53.112 --> 00:23:54.551
So there's this notion that like, yes,

00:23:54.632 --> 00:23:55.873
I can do that is within my

00:23:55.893 --> 00:23:57.032
skill set and they're hard

00:23:57.053 --> 00:23:58.032
to relinquish that.

00:23:58.553 --> 00:24:00.874
And then I also think of all

00:24:01.273 --> 00:24:03.233
the kinds of things that we outsource.

00:24:03.734 --> 00:24:05.694
This is probably the hardest

00:24:05.734 --> 00:24:06.634
for people to outsource

00:24:06.674 --> 00:24:07.934
from a trust perspective

00:24:08.215 --> 00:24:09.596
because it is one of the

00:24:09.695 --> 00:24:12.497
few outsourcing roles where

00:24:12.517 --> 00:24:14.356
we're directly talking to your customers.

00:24:15.288 --> 00:24:17.108
And so we're the voice of

00:24:17.148 --> 00:24:18.828
your business for lack of better term.

00:24:19.068 --> 00:24:20.809
And you have to really trust

00:24:21.009 --> 00:24:22.470
that the company you have

00:24:22.529 --> 00:24:23.911
hired to do that is going

00:24:23.931 --> 00:24:25.171
to represent your brand the

00:24:25.211 --> 00:24:27.852
way you want your brand represented.

00:24:27.872 --> 00:24:29.251
So with your outsourcing,

00:24:29.352 --> 00:24:30.893
is everybody domestic here

00:24:30.913 --> 00:24:33.433
in the States or do you outsource?

00:24:33.773 --> 00:24:34.034
Okay.

00:24:34.730 --> 00:24:36.451
No.

00:24:36.810 --> 00:24:38.692
Yeah, because that's a huge issue, right?

00:24:38.892 --> 00:24:40.173
There is a language barrier.

00:24:40.212 --> 00:24:42.654
Like here in Milwaukee, for example,

00:24:42.694 --> 00:24:44.195
we have a lot of Native

00:24:44.215 --> 00:24:46.856
American names like Wauwatosa, Oconomowoc,

00:24:47.116 --> 00:24:47.657
Muskego.

00:24:48.018 --> 00:24:48.518
Every year,

00:24:48.577 --> 00:24:49.878
whenever the Packers draft new

00:24:49.919 --> 00:24:51.019
players up in Green Bay,

00:24:51.240 --> 00:24:53.560
they have them read off names of like –

00:24:53.560 --> 00:24:54.741
places like ashwaubenon

00:24:55.041 --> 00:24:56.623
right they butcher it and

00:24:56.682 --> 00:24:57.363
it's fun exactly

00:24:57.423 --> 00:24:59.824
ashwaubenon and manasha and

00:24:59.884 --> 00:25:01.625
naosha and there's a naosha

00:25:01.664 --> 00:25:03.586
there's a naosha naosha

00:25:03.885 --> 00:25:06.126
naosha nina right it's like

00:25:06.387 --> 00:25:07.307
to me I grew up on this

00:25:07.347 --> 00:25:08.689
shit you put someone not

00:25:08.769 --> 00:25:09.888
from we had a guy from land

00:25:09.949 --> 00:25:11.369
cancer pennsylvania he's

00:25:11.390 --> 00:25:12.490
like like he could say

00:25:12.510 --> 00:25:13.871
wabatosa and I'm like

00:25:13.951 --> 00:25:15.291
that's like right what are we doing here

00:25:17.173 --> 00:25:19.316
We have with La Coochie here in Florida.

00:25:19.336 --> 00:25:20.656
There we go.

00:25:20.717 --> 00:25:21.557
Exactly.

00:25:21.617 --> 00:25:22.199
Zero chance.

00:25:22.219 --> 00:25:22.980
Say it again?

00:25:23.059 --> 00:25:23.820
With La Coochie?

00:25:23.861 --> 00:25:24.622
With La Coochie.

00:25:24.982 --> 00:25:29.007
With La Coochie.

00:25:29.587 --> 00:25:30.148
But it does.

00:25:30.568 --> 00:25:33.152
It's both the accents,

00:25:33.393 --> 00:25:34.294
but it's also cultural.

00:25:34.574 --> 00:25:35.153
too, right?

00:25:35.213 --> 00:25:36.815
And I know that overseas centers,

00:25:36.835 --> 00:25:37.615
they have their place.

00:25:37.715 --> 00:25:39.116
I'm not trying to diss on them, right?

00:25:39.136 --> 00:25:39.376
And I know,

00:25:39.457 --> 00:25:40.657
but they try to teach these

00:25:41.178 --> 00:25:42.419
overseas centers culture.

00:25:42.739 --> 00:25:42.878
Like,

00:25:42.898 --> 00:25:44.000
I don't know if you've ever followed this,

00:25:44.019 --> 00:25:45.140
but it is a big part of

00:25:45.220 --> 00:25:46.141
training overseas call

00:25:46.161 --> 00:25:47.382
centers is American culture.

00:25:48.041 --> 00:25:49.843
And yeah, because they're trying to,

00:25:50.743 --> 00:25:51.003
you know,

00:25:51.644 --> 00:25:53.005
ingrain in them what we expect

00:25:53.045 --> 00:25:53.944
from politeness, right?

00:25:53.964 --> 00:25:55.246
When do we expect a thank you?

00:25:55.266 --> 00:25:56.467
When do we expect an apology?

00:25:56.507 --> 00:25:57.708
That's different from our,

00:25:57.847 --> 00:25:59.008
from other countries when

00:25:59.048 --> 00:25:59.568
those things are

00:26:00.269 --> 00:26:01.349
And Americans,

00:26:01.390 --> 00:26:02.730
we smile all the time to the

00:26:02.851 --> 00:26:03.791
offense of other countries.

00:26:03.872 --> 00:26:04.732
If you travel a lot,

00:26:04.752 --> 00:26:05.394
some countries are like,

00:26:05.433 --> 00:26:06.394
why do you guys smile so much?

00:26:06.433 --> 00:26:06.994
It's creepy.

00:26:07.836 --> 00:26:09.616
So they do a lot of that

00:26:10.176 --> 00:26:11.999
cultural training and whatnot overseas.

00:26:12.058 --> 00:26:13.480
But we have never,

00:26:13.680 --> 00:26:14.661
ever subscribed to that.

00:26:14.681 --> 00:26:15.781
We have always had our

00:26:15.842 --> 00:26:17.163
receptionist here in the United States.

00:26:17.182 --> 00:26:18.124
And up until COVID,

00:26:18.144 --> 00:26:19.325
we were all here in Florida

00:26:19.384 --> 00:26:20.385
in one building.

00:26:21.472 --> 00:26:23.714
And some of our competitors, I think,

00:26:23.934 --> 00:26:24.154
you know,

00:26:24.174 --> 00:26:25.496
they try to be sneaky and

00:26:25.536 --> 00:26:26.675
they'll say 100 percent

00:26:26.816 --> 00:26:28.116
North American based.

00:26:28.757 --> 00:26:29.877
I mean, I guess that's great.

00:26:29.897 --> 00:26:30.538
But really what they're

00:26:30.557 --> 00:26:31.719
saying is they're out.

00:26:31.778 --> 00:26:32.038
Yeah.

00:26:32.058 --> 00:26:35.101
So then that was one of the

00:26:35.121 --> 00:26:37.602
issues I had a I had a I

00:26:37.662 --> 00:26:38.563
had a company I was working

00:26:38.583 --> 00:26:40.203
with for a while and it was

00:26:40.304 --> 00:26:41.544
such a cultural divide.

00:26:41.805 --> 00:26:42.464
And I was like, yeah,

00:26:42.484 --> 00:26:43.546
this is like I'm already

00:26:43.566 --> 00:26:44.645
getting frustrated and I

00:26:44.726 --> 00:26:45.527
want this to work.

00:26:46.406 --> 00:26:47.988
If I was a customer with the

00:26:48.028 --> 00:26:49.148
expectation because we

00:26:49.209 --> 00:26:50.911
brand ourselves as locally owned.

00:26:51.490 --> 00:26:51.730
Right.

00:26:51.770 --> 00:26:53.393
And now all of a sudden, well,

00:26:53.413 --> 00:26:54.053
we're locally owned.

00:26:54.073 --> 00:26:55.213
And yet we have a third

00:26:55.273 --> 00:26:56.035
party and a third

00:26:56.855 --> 00:26:59.196
developing nation answering

00:26:59.237 --> 00:27:01.739
the phone like we might as

00:27:01.759 --> 00:27:03.000
well be a franchise at that point.

00:27:03.460 --> 00:27:05.281
So how do you how do you overcome that?

00:27:06.411 --> 00:27:06.832
You know, I mean,

00:27:06.991 --> 00:27:08.953
so you're domesticated or domesticated.

00:27:09.375 --> 00:27:10.056
You're domestic.

00:27:10.076 --> 00:27:11.076
Domestic.

00:27:11.577 --> 00:27:12.157
Yeah, domesticated.

00:27:12.178 --> 00:27:13.078
We're domesticated too.

00:27:13.660 --> 00:27:14.641
Well, yeah,

00:27:14.661 --> 00:27:16.403
don't put – most entrepreneurs are not,

00:27:16.463 --> 00:27:16.604
right?

00:27:16.683 --> 00:27:18.526
The whole reason we got into

00:27:18.586 --> 00:27:19.847
business ownership is

00:27:19.887 --> 00:27:21.509
because we piss in the corner, right?

00:27:21.910 --> 00:27:23.692
Don't put baby in the corner.

00:27:24.605 --> 00:27:25.244
That's funny.

00:27:25.506 --> 00:27:26.566
I'm a fucking outside dog.

00:27:26.586 --> 00:27:27.446
I know who the fuck I am.

00:27:27.686 --> 00:27:28.367
That is funny.

00:27:28.428 --> 00:27:30.348
I mean, I can come in at night and shit.

00:27:30.628 --> 00:27:32.250
For the most part, let me run wild.

00:27:32.490 --> 00:27:32.810
Anyways,

00:27:33.631 --> 00:27:35.092
your people are domestic here in

00:27:35.112 --> 00:27:35.792
the United States.

00:27:36.613 --> 00:27:38.213
So you said they're mostly in Florida.

00:27:38.253 --> 00:27:39.615
So is everybody remote now?

00:27:40.496 --> 00:27:41.256
What does that look like?

00:27:41.696 --> 00:27:42.096
Yeah.

00:27:42.136 --> 00:27:43.538
So we used to all be in one

00:27:43.557 --> 00:27:44.999
building here in Florida.

00:27:45.019 --> 00:27:46.240
We're headquartered out of Tallahassee,

00:27:46.259 --> 00:27:46.519
Florida,

00:27:46.539 --> 00:27:47.740
which is in like the northern part.

00:27:48.980 --> 00:27:50.300
section of Florida, the panhandle,

00:27:50.340 --> 00:27:50.740
if you will.

00:27:51.580 --> 00:27:53.501
But in COVID, like many companies,

00:27:53.582 --> 00:27:54.623
we kind of had to go remote

00:27:54.682 --> 00:27:56.202
under duress in a two to

00:27:56.222 --> 00:27:57.023
three week period.

00:27:58.124 --> 00:28:00.005
But we actually found that

00:28:00.184 --> 00:28:01.244
that remote model has

00:28:01.305 --> 00:28:03.185
worked a lot better for us.

00:28:03.326 --> 00:28:05.606
It has helped us scale a lot

00:28:05.626 --> 00:28:06.728
better to getting better

00:28:06.827 --> 00:28:08.367
quality receptionists as well.

00:28:08.949 --> 00:28:10.189
Our turnover has dropped.

00:28:10.328 --> 00:28:11.769
The receptionists are

00:28:11.789 --> 00:28:14.070
happier working from remote locations.

00:28:15.412 --> 00:28:17.212
And so we've kept that model.

00:28:17.673 --> 00:28:19.314
We're in four states for our

00:28:19.354 --> 00:28:19.835
receptionists.

00:28:19.855 --> 00:28:21.915
So we're in Florida, Georgia, Kansas,

00:28:21.955 --> 00:28:23.136
and Texas right now.

00:28:23.156 --> 00:28:24.917
And we kind of expand

00:28:25.057 --> 00:28:27.160
strategically to different states.

00:28:27.579 --> 00:28:28.740
The other real advantage

00:28:28.780 --> 00:28:29.882
here is it's geographically

00:28:29.902 --> 00:28:31.643
gives us good coverage there.

00:28:31.682 --> 00:28:33.003
So when we were all in one

00:28:33.044 --> 00:28:34.085
location in Florida,

00:28:34.565 --> 00:28:35.965
we were pretty isolated

00:28:36.405 --> 00:28:37.366
where we were located,

00:28:37.426 --> 00:28:38.607
but Florida is a hurricane.

00:28:39.448 --> 00:28:40.388
place, obviously,

00:28:40.429 --> 00:28:41.269
and they're doing nothing

00:28:41.310 --> 00:28:42.092
but ratcheting up.

00:28:42.172 --> 00:28:43.773
And so we wanted to get a

00:28:43.794 --> 00:28:44.815
little more spread out so

00:28:44.835 --> 00:28:45.817
that if a hurricane were to

00:28:45.836 --> 00:28:46.698
come through our headquarters,

00:28:46.758 --> 00:28:47.298
we would still have

00:28:47.338 --> 00:28:48.079
receptionists who can

00:28:48.140 --> 00:28:49.821
answer those calls in 20 seconds or less,

00:28:49.961 --> 00:28:50.923
like we talked about earlier.

00:28:51.503 --> 00:28:52.566
So how big is your team now?

00:28:53.968 --> 00:28:54.769
We have about 230 employees right now.

00:28:57.656 --> 00:28:58.416
That's huge.

00:28:58.436 --> 00:28:59.257
Okay.

00:28:59.317 --> 00:29:01.357
You know, for our space,

00:29:01.538 --> 00:29:02.597
it's really not that big.

00:29:02.657 --> 00:29:03.897
It's kind of on the small to

00:29:03.917 --> 00:29:05.778
midsize in our space,

00:29:05.818 --> 00:29:08.378
which is a good it's a

00:29:08.419 --> 00:29:10.779
great size from my perspective.

00:29:10.839 --> 00:29:11.920
So we're large enough that

00:29:12.279 --> 00:29:14.340
we can have teams and get

00:29:14.441 --> 00:29:15.280
certifications on the

00:29:15.320 --> 00:29:18.221
individual teams and still have good 24 7,

00:29:18.221 --> 00:29:19.902
365 day coverage.

00:29:19.922 --> 00:29:20.561
We don't have to worry about

00:29:20.582 --> 00:29:21.382
our phone calls not being

00:29:21.442 --> 00:29:22.662
answered because there's

00:29:22.682 --> 00:29:23.603
only three people answering

00:29:23.643 --> 00:29:24.542
the calls or something.

00:29:25.143 --> 00:29:27.144
But it's not so big that we

00:29:27.163 --> 00:29:28.084
don't know everyone's names.

00:29:29.203 --> 00:29:29.444
Got it.

00:29:29.724 --> 00:29:30.865
So one of the issues I've

00:29:30.904 --> 00:29:32.846
also seen is cost prohibitation, right?

00:29:32.865 --> 00:29:35.125
So how do you, right?

00:29:35.346 --> 00:29:38.748
Because me, business owner, costs nothing.

00:29:39.228 --> 00:29:40.488
Out of pocket, no hard costs, right?

00:29:40.708 --> 00:29:42.489
Tons of soft costs or opportunity costs,

00:29:42.548 --> 00:29:42.848
absolutely.

00:29:43.229 --> 00:29:44.529
So how do you, I mean,

00:29:44.549 --> 00:29:45.450
when someone hires you,

00:29:45.509 --> 00:29:46.549
are you paying someone full

00:29:46.589 --> 00:29:48.411
time to sit there by the phone?

00:29:48.871 --> 00:29:50.632
Are you paying per phone call, per minute?

00:29:50.652 --> 00:29:51.491
Like how do you get

00:29:51.531 --> 00:29:53.732
compensated that works well?

00:29:54.109 --> 00:29:54.990
Right.

00:29:55.391 --> 00:29:56.490
We got to have volume.

00:29:56.550 --> 00:29:58.311
So our model is based on volume, right?

00:29:58.392 --> 00:30:01.393
So we sell to customers and

00:30:01.413 --> 00:30:02.673
we build by the minute and

00:30:02.692 --> 00:30:04.153
they can buy a package of minutes,

00:30:04.213 --> 00:30:04.733
essentially.

00:30:04.814 --> 00:30:06.835
So you can start out with a

00:30:06.855 --> 00:30:08.394
real small package if

00:30:08.434 --> 00:30:09.635
you're just starting your

00:30:09.655 --> 00:30:10.836
business and then you can

00:30:11.196 --> 00:30:12.277
scale that up as large as

00:30:12.317 --> 00:30:13.196
you need it to be,

00:30:13.317 --> 00:30:14.837
depending on your call volume.

00:30:15.178 --> 00:30:16.198
But obviously we pay our

00:30:16.218 --> 00:30:17.199
receptionist hourly.

00:30:17.239 --> 00:30:18.219
We don't also this is

00:30:18.239 --> 00:30:19.160
another differentiator from

00:30:19.180 --> 00:30:20.019
some of our competitors.

00:30:20.559 --> 00:30:21.460
Our receptionists are not 1099.

00:30:23.560 --> 00:30:24.560
you know, distant employees.

00:30:24.580 --> 00:30:26.261
They're all employees of ours.

00:30:26.902 --> 00:30:28.741
About 60% of them are full-time.

00:30:28.801 --> 00:30:31.002
About 40% of them are part-time.

00:30:31.583 --> 00:30:33.282
And they're all employed by us,

00:30:33.323 --> 00:30:34.463
whether the phone rings or not.

00:30:34.683 --> 00:30:37.144
So we're covering that 24-7,

00:30:37.144 --> 00:30:39.365
365 spread with our team.

00:30:40.585 --> 00:30:41.464
That's fucking interesting.

00:30:42.006 --> 00:30:42.205
All right.

00:30:42.226 --> 00:30:42.945
So, yeah, I mean, it's not, yeah,

00:30:42.965 --> 00:30:43.645
if you're only paying for

00:30:43.665 --> 00:30:44.425
the minutes you use,

00:30:44.445 --> 00:30:45.586
it's like the old sprint plan.

00:30:45.605 --> 00:30:47.926
A lot of you younger people have no idea.

00:30:47.946 --> 00:30:49.307
We used to, who was it?

00:30:49.346 --> 00:30:49.707
Was it?

00:30:52.321 --> 00:30:53.423
singular wireless who had

00:30:53.442 --> 00:30:54.344
the rollover minutes like

00:30:54.364 --> 00:30:55.644
that was a big deal like

00:30:55.684 --> 00:30:57.346
maybe I used cellular back

00:30:57.426 --> 00:30:59.729
in the day I don't know I

00:30:59.769 --> 00:31:00.769
want to say it was orange

00:31:00.971 --> 00:31:01.971
well there used to be like

00:31:01.971 --> 00:31:03.232
30 cell phone companies now

00:31:03.272 --> 00:31:04.253
it's not like three because

00:31:04.294 --> 00:31:05.694
of consolidation like

00:31:05.815 --> 00:31:07.757
sprint was uh sprint was

00:31:07.797 --> 00:31:08.817
the big player and then

00:31:08.857 --> 00:31:10.180
they got gobbled up I don't

00:31:10.200 --> 00:31:11.300
know who sprint is now are

00:31:11.320 --> 00:31:12.561
they with t-mobile sure

00:31:12.622 --> 00:31:13.803
probably t-mobile I feel

00:31:13.823 --> 00:31:15.203
like is buying everybody up right now

00:31:15.952 --> 00:31:17.894
And also Verizon was the dog

00:31:17.933 --> 00:31:19.773
shit one for the longest time growing up.

00:31:19.834 --> 00:31:20.234
I remember.

00:31:20.295 --> 00:31:21.634
And then I switched to Verizon.

00:31:22.515 --> 00:31:23.556
Um, and that's what,

00:31:23.615 --> 00:31:24.276
that's what we've had.

00:31:24.336 --> 00:31:24.516
I mean,

00:31:24.836 --> 00:31:26.517
unofficial sponsor and I'm plugging

00:31:26.537 --> 00:31:28.157
them without them fucking recognizing us.

00:31:28.198 --> 00:31:28.678
No big deal.

00:31:29.397 --> 00:31:29.498
Uh,

00:31:29.557 --> 00:31:31.118
we've used Verizon for like eight years.

00:31:31.959 --> 00:31:32.459
It's funny.

00:31:32.519 --> 00:31:33.740
This like buying things,

00:31:33.799 --> 00:31:34.700
this is what's happening in

00:31:34.740 --> 00:31:35.559
our industry too.

00:31:35.700 --> 00:31:36.320
I'm not going to lie.

00:31:36.340 --> 00:31:38.101
So there's, um, so,

00:31:38.141 --> 00:31:40.221
so Kyle has been here since

00:31:40.221 --> 00:31:42.442
1990 and we started out providing, um,

00:31:43.891 --> 00:31:45.771
integrated voice networking system.

00:31:45.811 --> 00:31:46.731
It's a little bit complicated,

00:31:46.771 --> 00:31:48.172
but in the late 90s,

00:31:48.932 --> 00:31:50.153
we have always had a 24-7

00:31:50.432 --> 00:31:51.252
customer service team.

00:31:51.813 --> 00:31:53.094
And in the late 90s,

00:31:53.134 --> 00:31:54.594
a lot of our customers

00:31:54.874 --> 00:31:56.454
where we were providing service for them,

00:31:56.755 --> 00:31:57.835
they started asking us, they were like,

00:31:57.855 --> 00:31:58.575
you guys are so friendly.

00:31:58.595 --> 00:32:00.175
Can you just answer my calls for me?

00:32:00.195 --> 00:32:01.355
Because I can't get to them.

00:32:01.915 --> 00:32:03.297
And so we said, well, yeah,

00:32:03.317 --> 00:32:04.596
you want us to be your receptionist?

00:32:04.656 --> 00:32:06.436
We can write a software program for that.

00:32:06.537 --> 00:32:08.238
So wait, what were you doing before that?

00:32:08.871 --> 00:32:09.872
We were doing these

00:32:10.173 --> 00:32:13.696
networked telephony voicemail systems.

00:32:15.459 --> 00:32:17.121
If you think about the days before email,

00:32:17.381 --> 00:32:17.580
right?

00:32:17.721 --> 00:32:18.962
If you wanted to send a

00:32:19.022 --> 00:32:20.904
message to 200 people who

00:32:20.924 --> 00:32:22.406
were distributed across the United States,

00:32:22.426 --> 00:32:23.288
what were your options?

00:32:24.009 --> 00:32:25.651
It was like send a letter, right?

00:32:25.711 --> 00:32:26.271
Mail it out.

00:32:26.692 --> 00:32:28.034
Well, our owner,

00:32:28.519 --> 00:32:30.780
wrote a phone system that

00:32:30.901 --> 00:32:32.761
allowed people in distributed areas.

00:32:32.882 --> 00:32:33.162
So like,

00:32:33.182 --> 00:32:34.343
let's say you work for a company

00:32:34.383 --> 00:32:35.723
that had locations all

00:32:35.743 --> 00:32:36.704
across the United States,

00:32:37.184 --> 00:32:38.605
they would all become part of a group.

00:32:39.086 --> 00:32:40.507
And as the CEO,

00:32:40.547 --> 00:32:41.948
you could record an audio

00:32:41.968 --> 00:32:42.808
message and have it

00:32:42.828 --> 00:32:44.049
immediately sent out to

00:32:44.170 --> 00:32:46.412
everybody in all of their locations.

00:32:46.471 --> 00:32:47.271
And they would hear that

00:32:47.291 --> 00:32:48.313
message instantly.

00:32:49.599 --> 00:32:50.180
That's funny.

00:32:50.361 --> 00:32:52.602
I remember... As you were saying that,

00:32:52.902 --> 00:32:54.643
when I worked for Black & Decker,

00:32:54.702 --> 00:32:58.846
this would have been circa 2004, 2005.

00:32:58.846 --> 00:33:03.608
We used to get weekly voice messages.

00:33:03.669 --> 00:33:04.749
I can't remember.

00:33:04.828 --> 00:33:05.609
It was like 8.30.

00:33:05.670 --> 00:33:06.289
It was literally that.

00:33:06.769 --> 00:33:08.230
It was like, hey, this week on our team,

00:33:08.270 --> 00:33:08.971
we're doing this.

00:33:10.153 --> 00:33:11.532
That was also when we had a

00:33:11.593 --> 00:33:12.933
conference call that was

00:33:12.993 --> 00:33:14.015
not Zoom or shit.

00:33:14.335 --> 00:33:15.675
You would call into it, and you're like,

00:33:16.296 --> 00:33:16.997
who's talking?

00:33:17.596 --> 00:33:18.938
Every time someone would chime in, like...

00:33:19.893 --> 00:33:20.113
Yeah.

00:33:20.834 --> 00:33:22.474
You're like, yeah.

00:33:22.595 --> 00:33:24.195
And then if you if you if

00:33:24.236 --> 00:33:25.737
you talked on one of those calls,

00:33:26.297 --> 00:33:28.098
like I was so as a sales rep,

00:33:28.118 --> 00:33:30.000
there was probably 120,

00:33:30.000 --> 00:33:32.721
120 of us sales reps and

00:33:32.741 --> 00:33:34.042
then another bunch of managers.

00:33:34.063 --> 00:33:34.903
So maybe 150 on our team.

00:33:36.892 --> 00:33:37.571
And there would be like a

00:33:37.731 --> 00:33:38.653
monthly call when everybody

00:33:38.673 --> 00:33:39.532
was on the call.

00:33:39.913 --> 00:33:41.473
And if you spoke up on that call,

00:33:41.794 --> 00:33:42.855
you were like,

00:33:42.974 --> 00:33:45.076
you were despised by everybody.

00:33:45.115 --> 00:33:46.497
Cause everyone was like, let's just call.

00:33:46.517 --> 00:33:48.897
I remember one time I spoke up.

00:33:49.377 --> 00:33:49.718
Rules,

00:33:50.318 --> 00:33:52.440
rules are merely guidelines given to

00:33:52.500 --> 00:33:54.721
us by other men that need to be tested.

00:33:55.320 --> 00:33:56.701
Military are rules, right?

00:33:57.693 --> 00:33:58.595
Some rules keep you alive

00:33:58.634 --> 00:33:59.694
and other rules bother me.

00:33:59.795 --> 00:34:00.234
No, that's it.

00:34:00.576 --> 00:34:00.816
Oh, yeah.

00:34:00.976 --> 00:34:01.715
No, I know.

00:34:02.717 --> 00:34:03.557
I I mean, no,

00:34:03.836 --> 00:34:04.837
I had this conversation

00:34:04.897 --> 00:34:05.637
earlier today about.

00:34:06.659 --> 00:34:07.519
So in the military,

00:34:07.559 --> 00:34:08.539
it was always 10 minutes

00:34:08.579 --> 00:34:09.701
prior to the 10 minute prior.

00:34:10.001 --> 00:34:10.161
Right.

00:34:10.181 --> 00:34:12.322
So a formation was at zero seven.

00:34:12.561 --> 00:34:12.661
Right.

00:34:12.681 --> 00:34:13.342
Because normally you would

00:34:13.382 --> 00:34:15.264
have PT in the morning and

00:34:15.284 --> 00:34:16.123
then first formations.

00:34:16.143 --> 00:34:16.965
I was always zero seven.

00:34:17.425 --> 00:34:18.505
I think in the reserve world,

00:34:18.545 --> 00:34:19.186
we don't do PT.

00:34:19.485 --> 00:34:19.626
Right.

00:34:19.666 --> 00:34:20.367
That's physical training.

00:34:20.586 --> 00:34:21.987
So formations at zero seven.

00:34:22.768 --> 00:34:23.467
So that means that the

00:34:23.487 --> 00:34:24.648
platoon sergeant has to

00:34:24.668 --> 00:34:28.369
have his elements ready by 0650,

00:34:28.369 --> 00:34:29.230
which means the squad

00:34:29.269 --> 00:34:32.150
leaders wants everybody out by 0640.

00:34:32.150 --> 00:34:34.652
Team leaders want everybody else by 0630,

00:34:34.652 --> 00:34:34.851
right?

00:34:35.072 --> 00:34:36.172
It's always 10 minutes prior

00:34:36.492 --> 00:34:37.472
because if some Joe is in

00:34:37.512 --> 00:34:38.733
his rack or some Joe is

00:34:38.793 --> 00:34:40.132
missing gear or some Joe is

00:34:40.172 --> 00:34:40.873
unaccounted for,

00:34:41.193 --> 00:34:42.193
you bought yourself 10

00:34:42.193 --> 00:34:43.673
minutes to find that joker.

00:34:44.375 --> 00:34:44.835
Anyway, so...

00:34:46.146 --> 00:34:47.748
I remember we'd be up at Fort McCoy,

00:34:48.009 --> 00:34:48.608
and you'd have the whole

00:34:48.628 --> 00:34:50.630
platoon in one bay, one barracks.

00:34:51.351 --> 00:34:52.472
And I was a platoon sergeant,

00:34:52.492 --> 00:34:53.833
so I got my own individual room.

00:34:54.253 --> 00:34:55.315
And I'd be walking out of my

00:34:55.355 --> 00:34:57.215
room in my skivvies, right,

00:34:57.317 --> 00:34:59.637
walking half alive, crust of my eyes,

00:35:00.119 --> 00:35:01.739
like half brushing my teeth,

00:35:02.041 --> 00:35:03.461
walking to the bathroom.

00:35:03.661 --> 00:35:04.021
And mind you,

00:35:04.041 --> 00:35:05.023
the bathroom was like two

00:35:05.083 --> 00:35:07.744
sinks and like four urinals for 40 dudes,

00:35:07.744 --> 00:35:09.025
50 dudes, right?

00:35:09.306 --> 00:35:10.067
And everybody else was like

00:35:10.186 --> 00:35:11.608
hauling ass down the stairs.

00:35:11.869 --> 00:35:14.090
And there I am, not even alive yet.

00:35:14.471 --> 00:35:16.893
At like 6.33, 6.35 in the morning.

00:35:17.173 --> 00:35:18.255
And everybody else is hauling ass.

00:35:18.355 --> 00:35:19.835
And I'm like, I don't give a fuck.

00:35:20.056 --> 00:35:22.378
I will be down there by 06.50.

00:35:23.039 --> 00:35:23.760
And without fail.

00:35:24.780 --> 00:35:26.902
Like, yes, to this day,

00:35:26.902 --> 00:35:28.704
15 minutes is five more

00:35:28.744 --> 00:35:29.405
minutes than I need to get

00:35:29.425 --> 00:35:29.905
ready in the morning.

00:35:30.347 --> 00:35:30.646
You know?

00:35:30.867 --> 00:35:31.088
Like,

00:35:31.108 --> 00:35:32.708
I give myself 20 now because I make

00:35:32.748 --> 00:35:33.690
myself a cup of coffee.

00:35:34.650 --> 00:35:35.891
know check the old facebook

00:35:36.690 --> 00:35:37.731
you need me out the door in

00:35:37.731 --> 00:35:39.012
10 minutes say less let's

00:35:39.172 --> 00:35:42.052
go right from like the

00:35:42.092 --> 00:35:43.632
alarm going off to in my

00:35:43.672 --> 00:35:45.452
jeep moving um so anyways

00:35:45.492 --> 00:35:46.813
no I have always tested the

00:35:46.853 --> 00:35:48.853
limits of everything to see

00:35:48.893 --> 00:35:50.153
how like let's go until it

00:35:50.193 --> 00:35:52.195
breaks right and then 0650

00:35:52.195 --> 00:35:53.414
I'd walk out there I'd say

00:35:53.454 --> 00:35:54.414
the words and then we'd

00:35:54.434 --> 00:35:55.195
stand there for 10 minutes

00:35:55.235 --> 00:35:55.876
I'm like why are we

00:35:55.896 --> 00:35:56.916
standing here for 10 minutes

00:35:58.817 --> 00:36:00.538
We know the commander ain't

00:36:00.557 --> 00:36:01.179
going to walk out until

00:36:01.199 --> 00:36:03.239
about two minutes to seven, right?

00:36:03.800 --> 00:36:04.900
So anyways, no, military,

00:36:05.702 --> 00:36:07.182
when the rules keep you alive,

00:36:07.422 --> 00:36:08.083
I follow them.

00:36:09.344 --> 00:36:11.905
And I have a letter of

00:36:11.965 --> 00:36:12.867
reprimand to prove it.

00:36:13.891 --> 00:36:14.632
Oh, my goodness.

00:36:14.771 --> 00:36:15.132
Okay.

00:36:15.733 --> 00:36:16.253
That's funny.

00:36:16.612 --> 00:36:17.552
So you spoke on this

00:36:17.572 --> 00:36:19.014
conference call and did you

00:36:19.054 --> 00:36:21.233
get just be the hell out?

00:36:21.273 --> 00:36:23.534
What happened was, as I recall,

00:36:23.695 --> 00:36:25.036
what happened was like the

00:36:25.115 --> 00:36:26.516
big boss was in my market

00:36:26.536 --> 00:36:27.255
because the big boss was

00:36:27.315 --> 00:36:28.677
out of Chicago and she came

00:36:28.717 --> 00:36:31.117
up to Milwaukee and she's like, oh, yeah.

00:36:32.597 --> 00:36:34.179
Andy, so-and-so, blah, blah, blah,

00:36:34.280 --> 00:36:35.240
rep from Milwaukee.

00:36:35.420 --> 00:36:37.103
He had this great story that, like,

00:36:37.583 --> 00:36:39.146
great win of the week, and I'm like, oh,

00:36:39.186 --> 00:36:39.425
fuck.

00:36:39.746 --> 00:36:41.168
So, of course, I, like, tell the win,

00:36:41.688 --> 00:36:43.650
you know, and then I get shit on, like,

00:36:43.670 --> 00:36:44.291
the next month.

00:36:44.391 --> 00:36:45.512
Everyone's like, oh, nice win.

00:36:45.532 --> 00:36:46.454
But I'm like...

00:36:47.494 --> 00:36:48.635
They told me my name.

00:36:48.916 --> 00:36:49.996
Like, what are we doing here?

00:36:50.016 --> 00:36:51.436
Interesting days, though, right?

00:36:51.476 --> 00:36:53.157
Before email, before Zoom,

00:36:53.197 --> 00:36:54.737
before all that stuff.

00:36:54.777 --> 00:36:55.637
I mean, you know,

00:36:56.177 --> 00:36:57.998
it is the foundation for our company.

00:36:58.059 --> 00:36:59.358
But in the late 90s,

00:36:59.378 --> 00:37:00.699
when email started taking off,

00:37:00.739 --> 00:37:01.119
we were like,

00:37:01.159 --> 00:37:02.300
we have to pivot because

00:37:02.380 --> 00:37:03.940
that need for the connected.

00:37:04.001 --> 00:37:06.521
Even in 2004, 2005,

00:37:06.521 --> 00:37:07.561
we hardly ever used email.

00:37:07.762 --> 00:37:08.001
I know.

00:37:08.362 --> 00:37:10.103
The thing is, as a sales rep.

00:37:10.682 --> 00:37:11.744
I was in the field all day.

00:37:11.764 --> 00:37:14.188
We, I remember at a PDA back in the day,

00:37:15.449 --> 00:37:16.811
a PDA program on it.

00:37:16.831 --> 00:37:17.974
Basically I could scan.

00:37:17.994 --> 00:37:19.235
I had a little scanner so I

00:37:19.255 --> 00:37:20.237
could scan inventory.

00:37:20.358 --> 00:37:21.980
Like that was the extent of the,

00:37:22.139 --> 00:37:22.981
and it had an app,

00:37:23.481 --> 00:37:24.324
like the original app that

00:37:24.344 --> 00:37:25.505
you could like take pictures on.

00:37:26.206 --> 00:37:26.286
Um,

00:37:27.016 --> 00:37:27.856
And I had a phone.

00:37:28.277 --> 00:37:28.836
I had a beeper.

00:37:28.956 --> 00:37:29.797
I had a BlackBerry.

00:37:29.858 --> 00:37:30.918
No big deal, BlackBerry.

00:37:31.057 --> 00:37:31.978
Living the dream over here.

00:37:32.617 --> 00:37:33.637
And I can't remember.

00:37:33.657 --> 00:37:35.398
I think we could get emails

00:37:35.438 --> 00:37:36.239
on our BlackBerry.

00:37:36.599 --> 00:37:37.958
And yet, to this day,

00:37:37.978 --> 00:37:38.579
I probably couldn't tell

00:37:38.599 --> 00:37:39.079
you how to respond.

00:37:39.099 --> 00:37:40.079
Responding to them was

00:37:40.259 --> 00:37:41.840
basically like a text message.

00:37:41.860 --> 00:37:43.659
You were texting back like, sounds good.

00:37:43.840 --> 00:37:44.219
Thank you.

00:37:44.500 --> 00:37:45.840
You weren't writing an email.

00:37:46.079 --> 00:37:47.721
You weren't copying and pasting.

00:37:47.840 --> 00:37:48.860
There was no attachments.

00:37:49.880 --> 00:37:50.380
Right.

00:37:50.400 --> 00:37:50.920
You were 100%.

00:37:50.981 --> 00:37:51.240
Yeah.

00:37:51.802 --> 00:37:53.161
It's shifted so fast.

00:37:53.262 --> 00:37:53.942
I mean, truly.

00:37:53.981 --> 00:37:54.141
Yeah.

00:37:55.463 --> 00:37:56.284
how we interact with each

00:37:56.324 --> 00:37:57.425
other has shifted so fast

00:37:57.465 --> 00:37:58.626
just in the last 20 years.

00:37:58.706 --> 00:38:01.110
But we have, you know,

00:38:01.130 --> 00:38:02.170
we made that pivot in the

00:38:02.210 --> 00:38:03.532
late nineties to answering

00:38:03.572 --> 00:38:04.934
calls on behalf of our customers.

00:38:04.974 --> 00:38:06.215
And it kind of blew up from there.

00:38:06.375 --> 00:38:07.115
And we just, you know,

00:38:07.135 --> 00:38:08.396
kind of went all in and said, well,

00:38:08.416 --> 00:38:09.237
this is what we're going to do.

00:38:09.257 --> 00:38:09.597
We're going to be

00:38:09.617 --> 00:38:12.800
receptionists for customers

00:38:12.840 --> 00:38:13.481
across the board.

00:38:13.521 --> 00:38:15.003
And so we, when we started out,

00:38:15.043 --> 00:38:16.005
we didn't start out with

00:38:16.025 --> 00:38:17.246
this goal of being a,

00:38:18.199 --> 00:38:19.860
answering service, you know, and,

00:38:20.159 --> 00:38:21.661
and we just started out saying,

00:38:21.681 --> 00:38:22.900
we give great service.

00:38:23.021 --> 00:38:24.121
This is what we're known for.

00:38:24.221 --> 00:38:25.181
We can expand this and

00:38:25.242 --> 00:38:27.262
answer the call of our, you know,

00:38:27.641 --> 00:38:29.202
of our customers that are asking for it.

00:38:29.262 --> 00:38:30.902
And we've been family owned

00:38:31.302 --> 00:38:32.202
since that time.

00:38:34.744 --> 00:38:36.123
What is your role there?

00:38:36.184 --> 00:38:37.103
What's your title?

00:38:37.184 --> 00:38:38.085
I'm the CEO.

00:38:38.164 --> 00:38:38.925
I'm not the owners.

00:38:39.764 --> 00:38:40.284
The owners.

00:38:40.545 --> 00:38:40.784
Did you,

00:38:40.925 --> 00:38:42.346
are you family or you just grew up

00:38:42.405 --> 00:38:42.606
in that?

00:38:42.726 --> 00:38:43.306
How did you get there?

00:38:44.952 --> 00:38:45.632
Interesting story.

00:38:45.672 --> 00:38:47.994
So I went to college at FSU

00:38:48.034 --> 00:38:49.195
in the late 90s and I

00:38:49.914 --> 00:38:50.896
thought I was going to be a

00:38:50.956 --> 00:38:51.677
great actress.

00:38:51.856 --> 00:38:52.056
Right.

00:38:52.117 --> 00:38:55.278
I studied theater and I went to London.

00:38:55.860 --> 00:38:56.340
Exactly.

00:38:56.800 --> 00:38:57.820
Of course you went to London.

00:38:58.041 --> 00:39:00.163
Why wouldn't you go to London?

00:39:00.523 --> 00:39:01.322
It's London or New York.

00:39:01.342 --> 00:39:01.884
What are we doing?

00:39:02.684 --> 00:39:04.065
I did this study abroad

00:39:04.105 --> 00:39:05.445
program with FSU in their

00:39:05.485 --> 00:39:06.224
theater program.

00:39:06.646 --> 00:39:08.166
And I was over there and quickly realized,

00:39:08.525 --> 00:39:09.726
not only am I not a good actress,

00:39:09.887 --> 00:39:12.106
but I also had terrible stage fright.

00:39:12.126 --> 00:39:12.527
And I was like, well,

00:39:12.547 --> 00:39:13.628
this is a bad career choice.

00:39:13.947 --> 00:39:15.389
Terrible combination.

00:39:15.608 --> 00:39:17.489
I didn't even know you.

00:39:17.528 --> 00:39:18.829
I told you that was terrible advice.

00:39:18.849 --> 00:39:19.469
Oh, my God.

00:39:19.889 --> 00:39:21.130
But when I was in London,

00:39:21.690 --> 00:39:22.570
happened to be the time

00:39:22.610 --> 00:39:23.550
when our illustrious

00:39:23.590 --> 00:39:24.592
President Clinton got

00:39:24.632 --> 00:39:27.333
impeached for his lascivious behavior.

00:39:27.952 --> 00:39:28.592
He never touched her.

00:39:28.612 --> 00:39:28.773
Right.

00:39:31.594 --> 00:39:34.135
So the value of the American

00:39:34.155 --> 00:39:36.257
dollar fell sharply and the

00:39:36.277 --> 00:39:37.577
British pound went way through the roof.

00:39:37.637 --> 00:39:39.460
So the budget I had set for

00:39:39.500 --> 00:39:41.661
my four month study abroad

00:39:41.701 --> 00:39:43.581
program was eaten up in the

00:39:43.623 --> 00:39:44.543
first month I was there

00:39:44.603 --> 00:39:45.744
because the world did not

00:39:45.784 --> 00:39:46.724
like the unrest in the

00:39:46.764 --> 00:39:48.065
United States and the impeachment.

00:39:48.565 --> 00:39:49.746
So I came back from London,

00:39:51.367 --> 00:39:52.829
lots and lots of money on a credit card.

00:39:52.909 --> 00:39:53.849
And I said, I got to get a job.

00:39:54.230 --> 00:39:54.989
And so I went.

00:39:56.123 --> 00:39:56.324
you know,

00:39:56.344 --> 00:39:57.885
looking for a job and I found PatLive.

00:39:57.905 --> 00:39:58.726
They were hiring for a

00:39:58.766 --> 00:39:59.365
customer service

00:39:59.385 --> 00:40:00.726
receptionist type of position.

00:40:01.327 --> 00:40:02.489
And I didn't know them from anyone,

00:40:02.528 --> 00:40:03.949
but I showed up and this is

00:40:03.989 --> 00:40:04.510
where I think there was

00:40:04.530 --> 00:40:05.231
some kismet there.

00:40:05.271 --> 00:40:06.572
But the woman doing my

00:40:06.731 --> 00:40:08.934
interview was my neighbor

00:40:09.034 --> 00:40:10.815
from Miami for many years back.

00:40:11.215 --> 00:40:14.657
And I'd known her for most of my life.

00:40:15.137 --> 00:40:16.599
And here she was in another city,

00:40:16.619 --> 00:40:17.840
in another town interviewing me.

00:40:17.980 --> 00:40:20.362
And so took the job, long story short,

00:40:20.382 --> 00:40:21.282
kind of progressed up

00:40:21.302 --> 00:40:22.182
through the company while I

00:40:22.202 --> 00:40:23.623
was an undergrad and after undergrad.

00:40:24.889 --> 00:40:25.148
you know,

00:40:25.188 --> 00:40:26.048
progressed into some more

00:40:26.088 --> 00:40:26.989
management positions.

00:40:28.070 --> 00:40:29.150
But my intent had always

00:40:29.190 --> 00:40:30.030
been to be a lawyer.

00:40:30.849 --> 00:40:32.731
So I left PatLive,

00:40:33.030 --> 00:40:34.731
moved back to Miami where

00:40:34.771 --> 00:40:37.172
my now husband was working

00:40:37.211 --> 00:40:38.112
for his family business.

00:40:38.211 --> 00:40:40.012
And I went to law school and

00:40:40.052 --> 00:40:41.413
I practiced law for several

00:40:41.452 --> 00:40:44.813
years down in South Florida and just

00:40:45.306 --> 00:40:46.007
really hated it.

00:40:48.710 --> 00:40:50.612
We're 0 for 2 at this point

00:40:50.652 --> 00:40:51.534
in your career.

00:40:51.574 --> 00:40:53.094
Yeah, my career choices were not great.

00:40:53.476 --> 00:40:53.835
Honestly,

00:40:53.876 --> 00:40:55.157
I think I've had something to do with it,

00:40:55.177 --> 00:40:55.297
though,

00:40:55.318 --> 00:40:56.778
because I really love how I was

00:40:56.818 --> 00:40:57.719
one of these rare companies

00:40:57.780 --> 00:40:59.902
where everybody, you know,

00:40:59.922 --> 00:41:00.943
drank the Kool-Aid, so to speak.

00:41:00.983 --> 00:41:02.025
We were super energized.

00:41:02.045 --> 00:41:03.465
A lot of people met their spouses here.

00:41:03.485 --> 00:41:04.527
I was friends with people

00:41:04.567 --> 00:41:05.507
that I'm still friends with

00:41:05.507 --> 00:41:06.929
20 years later.

00:41:06.989 --> 00:41:07.210
Right.

00:41:07.570 --> 00:41:07.851
And I

00:41:08.614 --> 00:41:09.875
I got very disillusioned

00:41:09.894 --> 00:41:11.356
with the practice of law pretty quickly.

00:41:11.556 --> 00:41:13.476
And so I called up the owners and I said,

00:41:13.496 --> 00:41:14.157
I'm thinking about moving

00:41:14.217 --> 00:41:14.936
back to Tallahassee.

00:41:14.976 --> 00:41:15.916
If there's ever an opening,

00:41:16.157 --> 00:41:16.938
would you consider me?

00:41:17.038 --> 00:41:18.498
And he said, when can you be here?

00:41:18.538 --> 00:41:19.277
I'll make you a job.

00:41:19.818 --> 00:41:21.338
And they created a position for me.

00:41:21.358 --> 00:41:22.298
And within 60 days,

00:41:22.378 --> 00:41:23.360
my husband and my daughter,

00:41:23.400 --> 00:41:24.619
we moved back to Tallahassee.

00:41:24.880 --> 00:41:26.481
And that was about 11 or 12 years ago.

00:41:28.481 --> 00:41:29.641
And so I came back and

00:41:29.681 --> 00:41:30.623
worked in a vice president

00:41:30.742 --> 00:41:32.304
of operations capacity,

00:41:32.925 --> 00:41:35.907
overseeing customer service, legal, HR,

00:41:35.967 --> 00:41:36.568
accounting,

00:41:36.608 --> 00:41:38.009
like these kind of ops positions.

00:41:38.088 --> 00:41:41.271
And then last year, sort of surprisingly,

00:41:41.351 --> 00:41:41.972
the CEO,

00:41:42.012 --> 00:41:43.574
who I didn't think would ever leave,

00:41:43.614 --> 00:41:44.554
decided that he wanted to

00:41:44.594 --> 00:41:45.956
step down and they offered

00:41:45.976 --> 00:41:46.735
the position to me.

00:41:46.775 --> 00:41:47.856
And it was a really fast

00:41:47.896 --> 00:41:49.898
transition where he exited and I came in.

00:41:50.512 --> 00:41:50.811
There you go.

00:41:50.871 --> 00:41:51.373
Congratulations.

00:41:51.873 --> 00:41:53.074
I always love the origin

00:41:53.114 --> 00:41:55.235
story because often as entrepreneurs,

00:41:55.255 --> 00:41:57.036
we look at people that are

00:41:57.155 --> 00:41:58.876
successful now and it's like, well,

00:41:58.896 --> 00:41:59.498
how'd they get there?

00:42:00.057 --> 00:42:00.277
Right.

00:42:00.297 --> 00:42:01.639
It's like their story is not

00:42:01.679 --> 00:42:02.739
much different than yours.

00:42:02.800 --> 00:42:04.340
The difference is you're on

00:42:04.380 --> 00:42:05.402
chapter three and they're

00:42:05.422 --> 00:42:06.202
on chapter eight.

00:42:06.681 --> 00:42:06.963
Right.

00:42:07.023 --> 00:42:07.463
So it's like,

00:42:07.722 --> 00:42:08.684
you got to get the fucking

00:42:08.724 --> 00:42:11.565
reps and you got to, you got to pay.

00:42:11.626 --> 00:42:12.186
Exactly.

00:42:12.286 --> 00:42:14.527
Like a dynasty junk.

00:42:14.907 --> 00:42:16.409
He threw up a, um,

00:42:17.585 --> 00:42:18.344
I'll throw that up there.

00:42:18.664 --> 00:42:19.826
He just said it on YouTube,

00:42:19.846 --> 00:42:20.405
so now everybody can see.

00:42:20.425 --> 00:42:20.786
He said, hey, Andy,

00:42:20.826 --> 00:42:21.887
I watched your video a few weeks back,

00:42:21.927 --> 00:42:22.686
and I was very motivated.

00:42:22.706 --> 00:42:24.148
I said, hey, what got you motivated?

00:42:24.168 --> 00:42:24.527
He said,

00:42:24.867 --> 00:42:26.469
seeing your fleet along with how

00:42:27.469 --> 00:42:28.610
organized your operations were.

00:42:28.889 --> 00:42:29.750
And I can tell you,

00:42:31.271 --> 00:42:33.952
my operations were not organized.

00:42:34.072 --> 00:42:35.652
Mine was purely out of necessity.

00:42:35.713 --> 00:42:37.873
So let's go back to how organized I was.

00:42:38.494 --> 00:42:41.235
In June of 2016,

00:42:41.235 --> 00:42:42.496
for all intents and purposes,

00:42:42.518 --> 00:42:43.918
that's when we started our business.

00:42:43.938 --> 00:42:44.659
Like we're a franchise.

00:42:44.679 --> 00:42:45.480
We're a real business now.

00:42:45.659 --> 00:42:46.621
We had the LLC for a while.

00:42:46.641 --> 00:42:47.802
We've been doing side jobs for years,

00:42:47.822 --> 00:42:49.903
but like now we're, now we're committed.

00:42:50.463 --> 00:42:52.005
And my SOP was,

00:42:52.105 --> 00:42:52.945
I drove right on my Jeep

00:42:53.567 --> 00:42:54.967
and my phone would ring and

00:42:54.987 --> 00:42:55.547
I would write it down.

00:42:55.588 --> 00:42:56.128
I remember I had these

00:42:56.188 --> 00:42:58.190
minute man press free.

00:42:59.030 --> 00:42:59.851
Yeah.

00:42:59.891 --> 00:43:00.411
Right.

00:43:00.431 --> 00:43:00.891
Peel up.

00:43:01.032 --> 00:43:02.771
They were just not even.

00:43:03.072 --> 00:43:04.112
And I would write shit down.

00:43:04.572 --> 00:43:04.793
Right.

00:43:05.172 --> 00:43:06.914
And then I would like text

00:43:06.954 --> 00:43:07.873
myself or I would text my

00:43:07.914 --> 00:43:08.795
brother the info.

00:43:09.195 --> 00:43:09.375
Right.

00:43:09.494 --> 00:43:10.875
And then I would go back to the office.

00:43:10.894 --> 00:43:13.856
I put it on Outlook and then

00:43:13.876 --> 00:43:15.117
because that's what that was our app.

00:43:15.416 --> 00:43:15.976
And then I would have to

00:43:16.036 --> 00:43:17.617
text whoever the crew was,

00:43:17.657 --> 00:43:18.478
which typically my brother

00:43:18.797 --> 00:43:20.239
or buddy George, like the info.

00:43:20.659 --> 00:43:21.878
And then when we got the check,

00:43:21.918 --> 00:43:23.099
I would have to put it in a QuickBooks.

00:43:23.159 --> 00:43:23.300
Right.

00:43:23.739 --> 00:43:24.721
And then I also tell this

00:43:24.740 --> 00:43:26.222
story when I do jobber content.

00:43:26.603 --> 00:43:27.623
I actually sat right here

00:43:27.664 --> 00:43:28.264
for a commercial.

00:43:28.284 --> 00:43:28.824
And I was like,

00:43:29.085 --> 00:43:30.467
I like listening to these things.

00:43:30.527 --> 00:43:30.726
I'm like,

00:43:30.927 --> 00:43:32.467
what a complete waste of my fucking time.

00:43:32.789 --> 00:43:33.949
And then they used that take.

00:43:34.871 --> 00:43:35.831
They blurped out the fucking

00:43:35.851 --> 00:43:36.431
with a little jobber.

00:43:36.472 --> 00:43:37.672
I was going to say jobber

00:43:37.693 --> 00:43:39.195
included the F word in there.

00:43:39.215 --> 00:43:41.117
They just put the logo over my mouth.

00:43:41.157 --> 00:43:41.297
Yeah.

00:43:42.518 --> 00:43:44.659
anyways so like that's where

00:43:44.719 --> 00:43:45.778
I started right so it's

00:43:45.798 --> 00:43:48.059
like what happened was in

00:43:48.458 --> 00:43:50.559
december uh december

00:43:50.579 --> 00:43:52.500
january uh this guy came

00:43:52.539 --> 00:43:53.420
moving with my brother and

00:43:53.440 --> 00:43:54.240
he was gonna sell our shit

00:43:54.280 --> 00:43:55.460
on ebay his name was zell

00:43:55.581 --> 00:43:57.541
andrew zell and all of a

00:43:57.581 --> 00:43:58.981
sudden in january like he

00:43:59.001 --> 00:43:59.641
started to learn about the

00:43:59.681 --> 00:44:00.782
business and he was making

00:44:00.822 --> 00:44:02.141
we were paying him 300 a

00:44:02.181 --> 00:44:03.483
week and he could live in

00:44:03.503 --> 00:44:04.163
the house for free

00:44:05.023 --> 00:44:05.922
If you could answer the phones.

00:44:06.362 --> 00:44:06.463
Right.

00:44:06.503 --> 00:44:07.023
It was like, hey, dude,

00:44:07.043 --> 00:44:07.844
just answer the phones.

00:44:07.884 --> 00:44:09.503
Like, put estimates on my schedule.

00:44:09.523 --> 00:44:10.643
Let's drive around, do estimates all day.

00:44:10.764 --> 00:44:11.923
Like, we're not even having book jobs.

00:44:12.005 --> 00:44:12.244
Nothing.

00:44:12.425 --> 00:44:13.625
Just I had this idea.

00:44:13.664 --> 00:44:15.244
Like, I have to see every job at the time.

00:44:15.284 --> 00:44:15.465
Right.

00:44:15.844 --> 00:44:16.045
Fine.

00:44:16.085 --> 00:44:17.045
And then that went away quick.

00:44:17.365 --> 00:44:18.306
And then in February,

00:44:18.425 --> 00:44:20.266
I got orders for May.

00:44:20.286 --> 00:44:21.286
I had to be gone for three

00:44:21.327 --> 00:44:22.226
weeks for the army.

00:44:22.347 --> 00:44:24.387
And I remember I had 87 days.

00:44:24.447 --> 00:44:24.626
I go,

00:44:24.666 --> 00:44:26.568
you have 87 days to learn everything

00:44:26.608 --> 00:44:27.648
I know about junk removal.

00:44:28.347 --> 00:44:29.769
that I've learned in the last eight years,

00:44:29.809 --> 00:44:30.811
whatever it had been at that point.

00:44:30.972 --> 00:44:32.094
He's like, what the fuck?

00:44:32.134 --> 00:44:32.675
I'm like, I know.

00:44:32.976 --> 00:44:33.416
We're fucked.

00:44:33.496 --> 00:44:33.856
Let's go.

00:44:34.318 --> 00:44:35.659
So he sat next to me in my

00:44:35.719 --> 00:44:36.762
Jeep for the next 30 days.

00:44:37.081 --> 00:44:38.344
And we would be driving around.

00:44:39.516 --> 00:44:40.757
And I would drive.

00:44:41.358 --> 00:44:42.079
The phone would ring.

00:44:42.219 --> 00:44:43.661
He would hold it up between us.

00:44:44.222 --> 00:44:45.443
So I'm driving stick shift.

00:44:45.563 --> 00:44:45.764
Right.

00:44:46.143 --> 00:44:47.224
He would hold the phone between us.

00:44:47.525 --> 00:44:48.626
I would talk to the customer

00:44:48.806 --> 00:44:49.748
while he was on the other

00:44:49.847 --> 00:44:51.429
phone putting the shit in.

00:44:51.449 --> 00:44:53.471
Because then we got Jabra at this point.

00:44:53.731 --> 00:44:55.413
And that's how he learned

00:44:55.432 --> 00:44:56.114
how to do the job.

00:44:56.373 --> 00:44:57.715
And that was the SOP.

00:44:57.735 --> 00:44:58.295
And then when we get the

00:44:58.335 --> 00:45:00.418
next operations person, we're like, well,

00:45:00.478 --> 00:45:01.420
we can't have them drive

00:45:01.460 --> 00:45:02.721
around in Andy's Jeep for a month.

00:45:02.940 --> 00:45:05.983
Like that's not, and mind you,

00:45:06.023 --> 00:45:06.744
we were driving around

00:45:06.824 --> 00:45:08.827
banging jobs and doing estimates.

00:45:08.867 --> 00:45:09.467
It wasn't like we're just

00:45:09.487 --> 00:45:10.068
driving around because we

00:45:10.088 --> 00:45:10.768
had shit else to do.

00:45:11.248 --> 00:45:12.650
And then, and then again, we would,

00:45:12.849 --> 00:45:13.570
there would be times where

00:45:13.590 --> 00:45:14.411
we'd be walking and

00:45:14.452 --> 00:45:15.432
carrying stuff and he'd be

00:45:15.492 --> 00:45:16.793
holding the phone and I

00:45:16.833 --> 00:45:18.556
would talk and carry something.

00:45:18.715 --> 00:45:19.637
And he would be typing on

00:45:19.737 --> 00:45:20.536
one phone and holding the

00:45:20.557 --> 00:45:21.498
other phone like that.

00:45:22.278 --> 00:45:22.478
Again,

00:45:22.760 --> 00:45:25.541
once we actually did it in an office,

00:45:25.561 --> 00:45:26.402
it was like, that was awesome.

00:45:26.643 --> 00:45:27.643
So where I'm getting with

00:45:27.664 --> 00:45:29.065
this is Dynasty Junk,

00:45:29.105 --> 00:45:29.965
his last thing he said was,

00:45:30.246 --> 00:45:31.086
I'm currently in the

00:45:31.126 --> 00:45:33.809
beginner stages located at NYC.

00:45:34.309 --> 00:45:35.530
I wanted to scale off the

00:45:35.570 --> 00:45:36.590
trucks as soon as I can.

00:45:36.990 --> 00:45:39.213
Okay, so we've heard how I did things.

00:45:40.094 --> 00:45:41.094
Jackie,

00:45:41.313 --> 00:45:42.554
what is the first piece of advice

00:45:42.894 --> 00:45:44.355
you recommend to him so

00:45:44.394 --> 00:45:45.996
that he can get off the

00:45:46.036 --> 00:45:47.637
truck someday and have his

00:45:47.697 --> 00:45:48.996
operations taken care of?

00:45:49.356 --> 00:45:50.516
When customers come to you like that, like,

00:45:50.536 --> 00:45:51.478
hey, I'm on the trucks.

00:45:51.597 --> 00:45:52.177
I answer the phone.

00:45:52.838 --> 00:45:53.637
It's owner-centric.

00:45:53.798 --> 00:45:54.458
I am the business.

00:45:54.998 --> 00:45:56.119
What's my first starting place?

00:45:56.820 --> 00:45:57.119
Yeah,

00:45:57.159 --> 00:45:58.260
for someone like that who doesn't

00:45:58.300 --> 00:45:59.981
have an in-office

00:46:00.041 --> 00:46:01.101
receptionist or an office

00:46:01.141 --> 00:46:02.201
manager or something like that,

00:46:02.240 --> 00:46:03.041
what we're going to look to

00:46:03.081 --> 00:46:03.902
be is your 24-7 service.

00:46:04.891 --> 00:46:06.032
phone support system.

00:46:06.192 --> 00:46:08.572
And we're going to spend,

00:46:08.652 --> 00:46:09.554
we have a special team.

00:46:09.594 --> 00:46:10.634
There are onboarding team.

00:46:10.974 --> 00:46:12.295
They're going to spend 45

00:46:12.295 --> 00:46:13.655
minutes to an hour with you.

00:46:13.755 --> 00:46:14.434
And they're going to learn

00:46:14.454 --> 00:46:15.076
about your business.

00:46:15.096 --> 00:46:15.795
They're going to learn about

00:46:15.835 --> 00:46:17.235
what your goals are on every call.

00:46:17.376 --> 00:46:18.317
Is it to book an appointment?

00:46:18.356 --> 00:46:19.277
Is it to give a quote?

00:46:19.376 --> 00:46:20.757
Is it to capture a lead?

00:46:20.838 --> 00:46:21.777
What is that goal that you

00:46:21.797 --> 00:46:22.777
want us to do on the call?

00:46:23.297 --> 00:46:24.358
They're going to learn your systems.

00:46:24.518 --> 00:46:26.079
So if you're using even a

00:46:26.119 --> 00:46:27.260
Google calendar online,

00:46:27.460 --> 00:46:28.559
we can integrate with that.

00:46:28.639 --> 00:46:28.860
Right.

00:46:28.960 --> 00:46:29.519
But if you're using

00:46:29.541 --> 00:46:31.181
something more sophisticated, like jobber,

00:46:31.380 --> 00:46:32.601
then we'll learn that as well.

00:46:32.762 --> 00:46:33.722
And we'll use that tool.

00:46:34.297 --> 00:46:35.460
with your calls also.

00:46:35.480 --> 00:46:37.344
And I think the goal for you

00:46:37.364 --> 00:46:39.987
is to get that pressure of

00:46:40.228 --> 00:46:41.371
having to always be on call

00:46:41.791 --> 00:46:43.114
off of your plate.

00:46:43.476 --> 00:46:44.757
that's gonna give you longer

00:46:44.797 --> 00:46:45.856
periods of concentrated

00:46:45.876 --> 00:46:47.697
time where you can both do

00:46:47.717 --> 00:46:48.998
your job for your customers,

00:46:49.018 --> 00:46:50.918
but also work on your business, right?

00:46:50.938 --> 00:46:51.179
I mean,

00:46:51.199 --> 00:46:53.420
that's what business owners or CEOs

00:46:53.541 --> 00:46:55.822
need is reflective time to

00:46:55.862 --> 00:46:57.041
sit back and say, all right,

00:46:57.302 --> 00:46:57.802
you know what?

00:46:57.902 --> 00:46:58.762
Driving around in a Jeep,

00:46:58.782 --> 00:47:00.364
that worked for a little bit,

00:47:00.384 --> 00:47:01.083
but we're not doing that

00:47:01.103 --> 00:47:01.864
the next go round.

00:47:01.943 --> 00:47:02.724
What are we gonna do to make

00:47:02.764 --> 00:47:03.844
it better the next go round?

00:47:03.985 --> 00:47:04.945
And being able to kind of

00:47:05.306 --> 00:47:06.266
pick yourself out of those

00:47:06.306 --> 00:47:07.126
weeds is crucial.

00:47:07.626 --> 00:47:08.867
So what can he do right now?

00:47:08.987 --> 00:47:10.188
So when he has that 45

00:47:10.188 --> 00:47:11.088
minutes to hour call,

00:47:11.869 --> 00:47:15.432
It's not a two-hour call, three-hour call.

00:47:15.552 --> 00:47:16.454
What does he need to do?

00:47:17.114 --> 00:47:18.394
Document his processes.

00:47:19.425 --> 00:47:19.646
Right.

00:47:19.726 --> 00:47:20.726
So he needs to figure out

00:47:20.766 --> 00:47:21.907
exactly how he would have

00:47:22.007 --> 00:47:23.086
somebody answering the phones.

00:47:23.527 --> 00:47:24.527
Book that appointment for you.

00:47:25.007 --> 00:47:26.347
If that's what you want us

00:47:26.367 --> 00:47:28.108
to do is book the appointments,

00:47:28.128 --> 00:47:28.909
then you got to step back

00:47:28.969 --> 00:47:29.530
and you got to think,

00:47:29.610 --> 00:47:30.949
do I have a system for them

00:47:31.010 --> 00:47:31.590
to do that in?

00:47:32.050 --> 00:47:32.971
Is it a Google calendar?

00:47:33.130 --> 00:47:33.811
Is it a jobber?

00:47:34.371 --> 00:47:35.532
And do I have something that

00:47:35.592 --> 00:47:36.992
is scalable and intuitive?

00:47:37.572 --> 00:47:38.713
One thing that is really

00:47:38.733 --> 00:47:40.253
important for us is that we

00:47:40.273 --> 00:47:41.614
do have a large team, right?

00:47:41.673 --> 00:47:43.014
And so setting those

00:47:43.054 --> 00:47:44.175
expectations are proper.

00:47:44.934 --> 00:47:46.496
our receptionists are not

00:47:46.576 --> 00:47:48.717
going to know lots of

00:47:48.797 --> 00:47:50.097
really detailed intrinsic

00:47:50.137 --> 00:47:51.059
knowledge about your

00:47:51.079 --> 00:47:52.300
business it's just not

00:47:52.380 --> 00:47:53.521
practical for them to be

00:47:53.561 --> 00:47:54.561
there so what we have to

00:47:54.681 --> 00:47:56.922
look at are systems that

00:47:57.123 --> 00:47:58.364
make it easy for them to

00:47:58.463 --> 00:47:59.623
quickly and friendly and

00:47:59.704 --> 00:48:00.784
professionally book

00:48:00.804 --> 00:48:02.146
somebody in your process on

00:48:02.186 --> 00:48:03.286
a call if you have this

00:48:03.427 --> 00:48:06.047
really complicated calculus

00:48:06.449 --> 00:48:07.648
calculus on how you book

00:48:07.688 --> 00:48:08.670
people for appointments

00:48:09.210 --> 00:48:09.971
it'd behoove you to step

00:48:10.010 --> 00:48:11.411
back and say how can I make this simpler

00:48:11.992 --> 00:48:13.054
and more straightforward so

00:48:13.074 --> 00:48:14.077
it can be more efficient

00:48:14.157 --> 00:48:15.239
and the receptionist can

00:48:15.260 --> 00:48:16.262
just crank it on on the call.

00:48:16.282 --> 00:48:16.963
I mean, I think, Andy,

00:48:16.983 --> 00:48:17.545
you've got a great

00:48:17.585 --> 00:48:18.405
structure for that just

00:48:18.425 --> 00:48:19.829
based on the conversations we have.

00:48:20.431 --> 00:48:21.673
Andy can tell you

00:48:22.222 --> 00:48:24.043
okay what do you have to um

00:48:24.443 --> 00:48:25.784
to pick up for us is it is

00:48:25.864 --> 00:48:27.085
it a bedroom is it a

00:48:27.144 --> 00:48:28.085
washing machine is it

00:48:28.126 --> 00:48:29.106
construction debris and

00:48:29.146 --> 00:48:30.427
they can quickly and easily

00:48:30.487 --> 00:48:31.387
say okay that's going to be

00:48:31.427 --> 00:48:33.409
about a half of a you know

00:48:33.550 --> 00:48:34.650
a ton or a quarter ton

00:48:34.670 --> 00:48:35.570
whatever the measure is and

00:48:35.590 --> 00:48:36.391
that's going to cost you x

00:48:36.411 --> 00:48:37.512
amount of dollars that's

00:48:37.532 --> 00:48:38.432
what people want on the

00:48:38.472 --> 00:48:40.273
calls right and so kind of

00:48:40.293 --> 00:48:41.355
stepping back and saying

00:48:41.775 --> 00:48:43.775
how can I systematize this

00:48:43.876 --> 00:48:45.177
easily so that somebody

00:48:45.398 --> 00:48:47.039
else can very quickly get

00:48:47.099 --> 00:48:48.239
to the heart of what I need

00:48:48.259 --> 00:48:49.579
them to do book that

00:48:49.599 --> 00:48:50.340
appointment if that's what

00:48:50.380 --> 00:48:51.561
you want them to do and then

00:48:52.561 --> 00:48:53.563
extrapolate yourself from it

00:48:53.583 --> 00:48:54.625
is what you want to be doing now.

00:48:55.545 --> 00:48:55.806
Yeah.

00:48:55.965 --> 00:48:57.248
And that's the that's I'm

00:48:57.288 --> 00:48:58.128
glad you answered it in a

00:48:58.168 --> 00:49:00.771
way that it absolutely makes sense to me.

00:49:01.172 --> 00:49:01.952
And that's where a lot of

00:49:01.972 --> 00:49:02.693
guys are getting hung up.

00:49:02.753 --> 00:49:02.893
Right.

00:49:02.914 --> 00:49:04.635
I go on the Facebook pages and it's like,

00:49:04.916 --> 00:49:05.797
well, how do you bid this job?

00:49:05.836 --> 00:49:07.719
It's like, oh, it's $600.

00:49:07.900 --> 00:49:08.480
But why?

00:49:09.260 --> 00:49:09.521
Right.

00:49:09.722 --> 00:49:10.603
And so this is the challenge

00:49:10.623 --> 00:49:11.364
I want to tell everybody

00:49:11.384 --> 00:49:12.103
when you're first starting off.

00:49:12.664 --> 00:49:13.425
You've got to build your

00:49:13.445 --> 00:49:14.585
business from day one as

00:49:14.626 --> 00:49:16.146
though you're not in the business.

00:49:16.726 --> 00:49:17.706
And everything that you

00:49:17.746 --> 00:49:18.786
think is this proprietary

00:49:18.806 --> 00:49:20.768
information cannot be proprietary.

00:49:21.128 --> 00:49:22.208
You have to work yourself

00:49:22.369 --> 00:49:23.949
out of every job you have

00:49:24.289 --> 00:49:26.050
in order to take on the next job.

00:49:26.369 --> 00:49:27.550
If you're the only one that

00:49:27.570 --> 00:49:28.570
knows how to drive the truck,

00:49:28.911 --> 00:49:30.771
you'll never stop driving the truck.

00:49:31.092 --> 00:49:32.152
If you're the only one that

00:49:32.231 --> 00:49:33.512
knows how to build customers,

00:49:33.532 --> 00:49:34.213
you're never going to have

00:49:34.253 --> 00:49:35.273
somebody else doing invoices.

00:49:35.713 --> 00:49:36.673
When you're the only person

00:49:36.693 --> 00:49:37.735
that knows how to do something,

00:49:38.094 --> 00:49:40.315
it is not systematic, thorough,

00:49:40.436 --> 00:49:41.096
or repeatable.

00:49:41.596 --> 00:49:42.275
Because it's, well,

00:49:42.295 --> 00:49:43.097
this is what I think it is.

00:49:43.376 --> 00:49:44.577
And so, no, I love what you said there,

00:49:44.597 --> 00:49:44.876
Jackie,

00:49:44.896 --> 00:49:46.277
because before you can even get to

00:49:46.318 --> 00:49:47.617
the receptionist stage,

00:49:47.958 --> 00:49:48.659
you need to do the,

00:49:48.878 --> 00:49:51.059
do I have a process and what is it?

00:49:51.159 --> 00:49:52.800
I don't care what the process is, right?

00:49:52.820 --> 00:49:55.400
Like my dad's process works for him.

00:49:55.842 --> 00:49:56.802
His process is this.

00:49:58.068 --> 00:49:59.150
He goes to Piggly Wiggly.

00:49:59.530 --> 00:50:00.751
That's the grocery store nearby.

00:50:01.010 --> 00:50:02.411
He goes to Piggly Wiggly or

00:50:02.452 --> 00:50:03.773
he goes to Pick and Save,

00:50:03.793 --> 00:50:04.594
depending on the day.

00:50:05.153 --> 00:50:07.695
He picks up fried chicken or donuts,

00:50:07.896 --> 00:50:08.956
depending on the time of day.

00:50:09.396 --> 00:50:10.818
He takes them over to the

00:50:10.878 --> 00:50:13.380
exact same door store,

00:50:13.619 --> 00:50:14.641
Lisbon Storm and Screen,

00:50:14.820 --> 00:50:16.121
which if everybody knows Milwaukee,

00:50:16.382 --> 00:50:17.702
is the number one door

00:50:17.762 --> 00:50:18.983
store in Milwaukee.

00:50:19.003 --> 00:50:20.284
If you're going to get a door window,

00:50:20.525 --> 00:50:22.246
you go to Lisbon Storm, Screen and Door.

00:50:22.585 --> 00:50:24.206
There's two brothers, Dan and Dave,

00:50:24.507 --> 00:50:25.286
third generation.

00:50:25.447 --> 00:50:26.507
They're all over the radio.

00:50:26.947 --> 00:50:28.347
Everybody knows Storm Screaming Door,

00:50:28.407 --> 00:50:29.307
Lisbon Storm Screaming Door.

00:50:29.967 --> 00:50:31.028
My dad goes there,

00:50:31.148 --> 00:50:33.128
drops off chicken or donuts, again,

00:50:33.168 --> 00:50:34.329
depending on the time of day,

00:50:34.690 --> 00:50:36.489
the grocery store he's nearby.

00:50:36.889 --> 00:50:38.610
He goes there and bullshits with the guys,

00:50:38.690 --> 00:50:38.851
right?

00:50:39.490 --> 00:50:40.791
He then leaves.

00:50:41.291 --> 00:50:42.092
At some point,

00:50:42.273 --> 00:50:44.954
his phone rings because the

00:50:44.994 --> 00:50:46.635
next person that walks in and says, hey,

00:50:46.655 --> 00:50:47.856
I need a door put in my house,

00:50:48.177 --> 00:50:48.978
they'll say, cool,

00:50:49.737 --> 00:50:51.018
you can't buy a door from

00:50:51.099 --> 00:50:52.219
us unless one of our

00:50:52.260 --> 00:50:53.681
installers measures it first.

00:50:54.260 --> 00:50:55.021
They call Dan.

00:50:56.443 --> 00:50:57.563
And they never call Dan.

00:50:57.583 --> 00:50:58.304
They'll tell customers.

00:50:58.324 --> 00:51:00.144
So Jackie, here's Dan's number.

00:51:00.606 --> 00:51:03.068
Again, here's his branding.

00:51:03.467 --> 00:51:06.369
He is known as Dan the Doorman.

00:51:07.070 --> 00:51:11.032
Simple branding.

00:51:11.692 --> 00:51:13.833
His company name is Two Man Crew.

00:51:14.153 --> 00:51:15.534
He's a one-man operation.

00:51:15.795 --> 00:51:18.195
His branding means shit, right?

00:51:18.876 --> 00:51:19.775
And this is what happens.

00:51:20.097 --> 00:51:22.318
People call, and they're like, hey, Dan,

00:51:22.378 --> 00:51:23.677
I got your number from Lisbon,

00:51:24.139 --> 00:51:26.280
like 900% of the time, right?

00:51:26.760 --> 00:51:28.300
His voicemail inbox is always full.

00:51:28.561 --> 00:51:30.282
He does not check text messages.

00:51:30.702 --> 00:51:32.822
So in the rare case he picks up the phone,

00:51:33.202 --> 00:51:33.384
Right?

00:51:33.664 --> 00:51:34.367
He'll be like, oh, yeah.

00:51:34.688 --> 00:51:35.791
Oh, all right, Jackie.

00:51:36.172 --> 00:51:36.976
Yeah, hold on a second.

00:51:37.436 --> 00:51:38.400
Puts his phone to his ear,

00:51:38.661 --> 00:51:39.625
pulls out his notepad,

00:51:40.719 --> 00:51:41.601
Writes down your number.

00:51:41.661 --> 00:51:42.400
And in Wisconsin,

00:51:42.440 --> 00:51:45.103
we have two major zip codes, 414262.

00:51:45.103 --> 00:51:46.625
So my dad, to this day, I love it.

00:51:46.684 --> 00:51:47.985
And I do the same thing out

00:51:48.005 --> 00:51:48.626
of force of habit.

00:51:48.947 --> 00:51:50.367
My dad will write your phone

00:51:50.387 --> 00:51:53.469
number as four with a circle.

00:51:53.949 --> 00:51:54.990
If you can get the camera, right.

00:51:55.210 --> 00:51:55.972
Four with a circle.

00:51:55.992 --> 00:51:56.152
That's 414.

00:51:56.271 --> 00:51:56.773
Right.

00:51:57.193 --> 00:51:58.353
He doesn't have time for 414.

00:51:58.773 --> 00:51:59.614
Four with a circle.

00:52:00.576 --> 00:52:01.295
And then he'll write down

00:52:01.335 --> 00:52:03.257
your first name and your address.

00:52:03.597 --> 00:52:05.059
And then he'll say, all right,

00:52:05.219 --> 00:52:06.260
I'll call you in the next

00:52:06.320 --> 00:52:07.260
couple of days when I'm in

00:52:07.300 --> 00:52:09.682
your neighborhood to measure your door.

00:52:10.751 --> 00:52:13.193
And people are like, okay, I guess, right?

00:52:13.652 --> 00:52:15.293
And they call back to Liz being like, hey,

00:52:15.313 --> 00:52:15.893
is this guy for real?

00:52:15.914 --> 00:52:16.393
They're like, oh, yeah,

00:52:16.414 --> 00:52:17.295
he'll show up in the next couple days.

00:52:18.596 --> 00:52:19.896
And now he also has a

00:52:19.936 --> 00:52:20.657
contract with the city of

00:52:20.677 --> 00:52:21.436
Milwaukee where if they

00:52:21.478 --> 00:52:22.498
have a break-in and they

00:52:22.737 --> 00:52:24.259
need a service door put in today,

00:52:24.518 --> 00:52:25.099
they call him.

00:52:25.320 --> 00:52:26.219
They just give him an address,

00:52:26.280 --> 00:52:28.702
and he'll go stop at the address,

00:52:29.041 --> 00:52:29.561
look at the door,

00:52:29.782 --> 00:52:30.963
stop at the closest hardware store,

00:52:31.222 --> 00:52:32.563
go pick up a security door,

00:52:33.344 --> 00:52:34.224
show up 20 minutes later,

00:52:34.505 --> 00:52:35.766
slap it on in like a half hour.

00:52:36.186 --> 00:52:36.365
Great.

00:52:36.467 --> 00:52:36.666
Nice.

00:52:37.367 --> 00:52:38.487
He's been in business for 30

00:52:38.487 --> 00:52:38.989
fucking years.

00:52:39.248 --> 00:52:40.530
Yeah, but that's a system.

00:52:40.570 --> 00:52:41.552
That's a system.

00:52:41.652 --> 00:52:42.632
That is the system.

00:52:42.713 --> 00:52:45.295
It goes from donuts to notepads.

00:52:47.552 --> 00:52:49.534
And he's 68 years old this year.

00:52:49.554 --> 00:52:51.114
And last year we were

00:52:51.135 --> 00:52:52.355
talking about he made more

00:52:52.414 --> 00:52:53.675
money last year than he's

00:52:53.735 --> 00:52:56.538
ever made top line revenue

00:52:56.737 --> 00:52:57.699
because he's finally was like,

00:52:57.958 --> 00:52:58.500
I do doors.

00:52:58.519 --> 00:52:59.079
That's all I do.

00:52:59.139 --> 00:52:59.780
I don't do windows.

00:53:00.181 --> 00:53:01.201
I'm not doing any additions.

00:53:01.280 --> 00:53:01.661
I'm not doing.

00:53:02.061 --> 00:53:02.943
So like the last couple of years,

00:53:02.983 --> 00:53:04.583
he's slowly gone to only doors.

00:53:05.003 --> 00:53:05.184
Right.

00:53:05.664 --> 00:53:06.784
And he makes more money than ever.

00:53:06.885 --> 00:53:07.826
And that's his system.

00:53:08.065 --> 00:53:09.106
So when I talk about the system,

00:53:09.226 --> 00:53:10.827
I got spreadsheets and flow

00:53:10.867 --> 00:53:12.608
charts and Jobber and

00:53:12.668 --> 00:53:14.268
Jobber sponsors the podcast

00:53:14.329 --> 00:53:15.588
and like all this shit.

00:53:15.989 --> 00:53:17.389
And yet my dad's notebook

00:53:17.590 --> 00:53:19.090
has kept them in business for 30 years.

00:53:20.451 --> 00:53:21.612
He can explain that process.

00:53:21.751 --> 00:53:23.351
Like right now, he said, hey, Jackie,

00:53:23.731 --> 00:53:24.733
what's your process?

00:53:24.992 --> 00:53:25.313
Cool.

00:53:25.713 --> 00:53:26.494
Write down their name,

00:53:26.693 --> 00:53:28.253
their address and tell them

00:53:28.293 --> 00:53:29.255
I'll call them in three days.

00:53:30.168 --> 00:53:30.447
Done.

00:53:30.969 --> 00:53:31.789
That's the process.

00:53:31.849 --> 00:53:33.911
And we would do great with that.

00:53:33.992 --> 00:53:34.913
And to your point, though,

00:53:35.233 --> 00:53:36.494
the system or the process

00:53:36.534 --> 00:53:38.938
does not have to be super sophisticated.

00:53:39.257 --> 00:53:41.641
In fact, the simpler the system is,

00:53:42.041 --> 00:53:43.202
the better the chance that

00:53:43.222 --> 00:53:44.623
your team and your crew are

00:53:44.643 --> 00:53:45.786
going to get it 100 percent

00:53:45.826 --> 00:53:47.007
right every single time.

00:53:47.166 --> 00:53:47.867
And they're going to be able

00:53:47.887 --> 00:53:49.429
to execute on that with precision.

00:53:50.000 --> 00:53:51.521
And so I don't think people need to, like,

00:53:51.641 --> 00:53:52.721
worry about, oh, gosh,

00:53:52.760 --> 00:53:53.541
are they going to think I'm

00:53:53.661 --> 00:53:54.802
hokey because I'm sitting

00:53:54.822 --> 00:53:56.023
in my truck writing this down?

00:53:56.262 --> 00:53:56.684
We're not.

00:53:56.744 --> 00:53:57.443
I promise you that.

00:53:57.463 --> 00:53:57.603
Like,

00:53:57.643 --> 00:53:59.664
my onboarding team is going to be like,

00:53:59.804 --> 00:54:00.304
that works.

00:54:00.545 --> 00:54:01.585
Here's how we'll modify it.

00:54:02.507 --> 00:54:03.987
As long as it's something.

00:54:04.467 --> 00:54:06.489
You know, I just attended a speech.

00:54:06.568 --> 00:54:07.809
I think I told you about this last week,

00:54:07.869 --> 00:54:08.849
a Vistage group speak.

00:54:08.929 --> 00:54:11.570
And there was a Navy fighter pilot there,

00:54:11.630 --> 00:54:12.431
and he was speaking on a

00:54:12.452 --> 00:54:13.492
book called Debrief to Win.

00:54:14.112 --> 00:54:15.534
And he was talking about how

00:54:15.554 --> 00:54:17.418
the military –

00:54:17.418 --> 00:54:18.478
executes with such precision,

00:54:18.599 --> 00:54:20.179
which I know Andy, you know a lot about,

00:54:20.219 --> 00:54:23.440
but this was my first foray into that.

00:54:23.501 --> 00:54:24.181
Two of the things that he

00:54:24.201 --> 00:54:25.282
said really struck with me.

00:54:25.762 --> 00:54:26.702
First is that there's this

00:54:26.742 --> 00:54:27.583
notion of commander's

00:54:27.623 --> 00:54:30.023
intent and this applies to business.

00:54:30.583 --> 00:54:31.764
The military wants to make

00:54:31.824 --> 00:54:33.106
sure that everybody knows

00:54:33.146 --> 00:54:33.925
the commander's intent.

00:54:33.945 --> 00:54:34.885
What is the objective?

00:54:35.347 --> 00:54:36.126
What is the goal?

00:54:36.487 --> 00:54:37.527
What is the intent of the

00:54:37.547 --> 00:54:38.847
commander in this operation?

00:54:39.507 --> 00:54:40.789
Then they can work on

00:54:41.088 --> 00:54:42.469
decentralized execution.

00:54:43.030 --> 00:54:44.411
And this is how you scale to

00:54:44.550 --> 00:54:46.711
thousands of soldiers in the field,

00:54:46.911 --> 00:54:48.572
knowing exactly what to do

00:54:48.731 --> 00:54:51.012
in a very volatile, chaotic environment.

00:54:51.594 --> 00:54:52.974
And it was so resonant to me

00:54:53.034 --> 00:54:54.355
because I think I don't

00:54:54.394 --> 00:54:55.735
have thousands of people in the field,

00:54:55.755 --> 00:54:58.026
but I do have 220,

00:54:58.026 --> 00:54:59.197
230 people working for me

00:54:59.217 --> 00:55:00.036
at any given time.

00:55:00.077 --> 00:55:01.418
And I have to be able to

00:55:01.597 --> 00:55:02.838
scale and move these

00:55:02.878 --> 00:55:03.898
processes out to them.

00:55:03.918 --> 00:55:04.818
And that is really what

00:55:04.878 --> 00:55:06.039
we're trying to do and really

00:55:06.380 --> 00:55:07.481
whether you have one person

00:55:07.521 --> 00:55:09.322
or 10 people what you want

00:55:09.342 --> 00:55:10.385
to focus on is what is the

00:55:10.445 --> 00:55:11.905
intent here that I'm trying

00:55:11.925 --> 00:55:12.766
to get across what is my

00:55:12.806 --> 00:55:14.007
objective on the phone call

00:55:14.108 --> 00:55:15.489
and how can I decentralize

00:55:15.530 --> 00:55:16.490
that so they can make good

00:55:16.510 --> 00:55:18.172
decisions and I can step

00:55:18.213 --> 00:55:18.954
back and start working on

00:55:18.974 --> 00:55:20.715
the business so I just

00:55:20.755 --> 00:55:21.617
ordered that book by the

00:55:21.657 --> 00:55:22.617
way I hope it's good one

00:55:22.938 --> 00:55:26.541
I'm not pitching for it.

00:55:26.661 --> 00:55:27.362
That's one of the things

00:55:27.382 --> 00:55:28.262
that makes the American

00:55:28.282 --> 00:55:29.684
military far superior than

00:55:29.744 --> 00:55:30.505
any other military in the

00:55:30.545 --> 00:55:32.385
world is the fact from day one,

00:55:32.425 --> 00:55:34.568
going back to 1776 in the blue book.

00:55:35.228 --> 00:55:36.050
And I love history and

00:55:36.070 --> 00:55:37.010
military and all that stuff, right?

00:55:37.351 --> 00:55:38.751
It is that notion of the

00:55:38.811 --> 00:55:39.492
commander's intent.

00:55:39.512 --> 00:55:40.293
It's one of the reasons why

00:55:40.333 --> 00:55:41.293
the Russians struggle so

00:55:41.333 --> 00:55:42.936
much is because they, they lack,

00:55:43.516 --> 00:55:45.177
NCOs, non-commissioned officers, right?

00:55:45.378 --> 00:55:47.501
They have the officers, right?

00:55:48.942 --> 00:55:49.603
Your lieutenants and your

00:55:49.643 --> 00:55:50.824
captains and your generals

00:55:50.885 --> 00:55:51.985
and all the other, right?

00:55:52.186 --> 00:55:53.447
And then they have frontline soldiers.

00:55:53.768 --> 00:55:54.789
And the challenge is the

00:55:54.829 --> 00:55:55.590
frontline soldiers are

00:55:55.650 --> 00:55:56.971
always waiting to hear what

00:55:56.990 --> 00:55:57.711
the lieutenants or the

00:55:58.353 --> 00:55:58.652
you know,

00:55:58.693 --> 00:56:00.914
captains and the generals give them,

00:56:01.014 --> 00:56:03.934
and it's all the centralized command,

00:56:04.014 --> 00:56:04.175
right?

00:56:04.195 --> 00:56:06.476
And now that lag of time,

00:56:06.697 --> 00:56:07.597
these people are making

00:56:07.637 --> 00:56:09.217
decisions with the wrong information,

00:56:09.237 --> 00:56:10.797
right, or dated information,

00:56:11.117 --> 00:56:12.119
or they're making decisions

00:56:12.159 --> 00:56:12.858
by the time they make the

00:56:12.898 --> 00:56:14.099
decision and get down,

00:56:14.280 --> 00:56:14.940
the people they're telling

00:56:15.300 --> 00:56:17.280
do what might be dead already, right?

00:56:17.380 --> 00:56:18.382
Or the information has changed.

00:56:18.422 --> 00:56:20.101
So yes, commander's intent.

00:56:20.121 --> 00:56:21.382
So with Junk Room, for example,

00:56:22.143 --> 00:56:23.565
it's very simple things, right?

00:56:23.585 --> 00:56:24.565
You can tell your people, Hey,

00:56:24.626 --> 00:56:26.547
our goal is to get these jobs done today.

00:56:27.168 --> 00:56:27.929
Our goal is to get it done

00:56:27.949 --> 00:56:29.210
in this amount of hours, right?

00:56:29.231 --> 00:56:30.012
You can even break it down.

00:56:30.052 --> 00:56:32.353
Like I know, um, big blue 800 got drunk.

00:56:32.554 --> 00:56:34.215
They run on a revenue per hour.

00:56:34.657 --> 00:56:35.056
Hey guys,

00:56:35.297 --> 00:56:36.318
when your revenue per hour

00:56:36.398 --> 00:56:38.039
exceeds this number, you get a bonus,

00:56:38.059 --> 00:56:38.161
right?

00:56:39.344 --> 00:56:40.487
And that KPI is tied

00:56:40.527 --> 00:56:42.027
directly to the financial

00:56:42.068 --> 00:56:43.088
goals of the organization.

00:56:43.329 --> 00:56:45.911
So now they know, the guys in the trucks,

00:56:45.931 --> 00:56:46.152
hey,

00:56:46.572 --> 00:56:47.914
are we running ahead of or behind

00:56:47.934 --> 00:56:48.255
schedule?

00:56:48.434 --> 00:56:50.036
It's that scorecard is going

00:56:50.056 --> 00:56:51.038
to be that simple.

00:56:51.057 --> 00:56:52.480
It is either red or it's green.

00:56:52.500 --> 00:56:53.920
Ain't no color in between.

00:56:54.320 --> 00:56:54.981
Hold on.

00:56:55.021 --> 00:56:55.922
I'm going to write that one down.

00:56:55.943 --> 00:56:57.103
That's going to be one of my next books.

00:56:57.945 --> 00:56:59.545
Seriously, I'm going to text that to my,

00:56:59.606 --> 00:57:00.485
so I'm writing my next book.

00:57:01.326 --> 00:57:05.088
I've seen revenue per employee as a metric,

00:57:05.168 --> 00:57:05.507
as a KPI.

00:57:05.588 --> 00:57:06.007
We use that.

00:57:06.427 --> 00:57:07.188
Yes, that's what we do.

00:57:07.228 --> 00:57:08.449
So we break it down into that part.

00:57:08.628 --> 00:57:10.188
Here, this is how I write my book.

00:57:10.248 --> 00:57:11.389
I say something fucking dope.

00:57:11.710 --> 00:57:12.789
I send it to my co-author,

00:57:12.849 --> 00:57:13.929
and then he starts

00:57:13.969 --> 00:57:14.771
compiling these things.

00:57:14.831 --> 00:57:15.931
And we sit down once a week and say,

00:57:15.951 --> 00:57:16.451
all right,

00:57:16.471 --> 00:57:17.211
where does this fit in the book?

00:57:17.251 --> 00:57:17.532
Hold on.

00:57:18.431 --> 00:57:20.233
It's either red or green, period.

00:57:20.273 --> 00:57:21.233
There's nothing in between.

00:57:22.657 --> 00:57:23.336
Let's fucking go.

00:57:23.356 --> 00:57:25.278
All right, here we go.

00:57:25.438 --> 00:57:27.480
I can do a podcast and write

00:57:27.500 --> 00:57:28.601
a book at the same time

00:57:28.621 --> 00:57:30.302
because I'm aligned.

00:57:30.322 --> 00:57:31.123
We're dialed in here.

00:57:31.143 --> 00:57:33.123
All right, speaking of alignment,

00:57:33.364 --> 00:57:35.826
it's been a very efficient hour.

00:57:35.865 --> 00:57:36.827
We've covered a lot of ground.

00:57:37.126 --> 00:57:38.867
I had one question I had in the hopper.

00:57:40.409 --> 00:57:41.570
Is receptionist still the

00:57:41.610 --> 00:57:42.670
proper nomenclature?

00:57:43.331 --> 00:57:45.432
Because I feel like secretary receptionist,

00:57:45.992 --> 00:57:48.074
it's 2024, you know,

00:57:48.295 --> 00:57:50.697
pronouns and PC people, right?

00:57:50.797 --> 00:57:52.177
Are we still kind of receptionist?

00:57:52.217 --> 00:57:53.679
Is that the proper nomenclature?

00:57:53.699 --> 00:57:54.000
Yeah,

00:57:54.119 --> 00:57:55.521
people are still okay with receptionist.

00:57:55.541 --> 00:57:56.601
Secretary is gone.

00:57:56.621 --> 00:57:58.722
Nobody uses that term anymore.

00:57:58.804 --> 00:57:59.123
Okay,

00:57:59.543 --> 00:58:02.266
because the person in charge of me is

00:58:02.306 --> 00:58:03.967
my executive assistant, right?

00:58:03.987 --> 00:58:06.929
Which is, to call her an assistant is,

00:58:07.190 --> 00:58:07.670
I don't know, like...

00:58:09.048 --> 00:58:10.331
It's like the office, right?

00:58:12.253 --> 00:58:12.853
The assistant to the

00:58:12.893 --> 00:58:13.815
regional manager or the

00:58:13.856 --> 00:58:14.876
assistant regional manager.

00:58:15.438 --> 00:58:16.219
Which has more authority?

00:58:16.378 --> 00:58:16.699
Right.

00:58:20.739 --> 00:58:21.659
It's that executive part

00:58:21.679 --> 00:58:22.719
that really elevates it, though.

00:58:22.760 --> 00:58:23.201
Exactly.

00:58:23.240 --> 00:58:25.623
She is fantastic, by the way.

00:58:25.782 --> 00:58:26.422
She's the co-CEO.

00:58:26.443 --> 00:58:27.583
That's what I'm going to

00:58:27.623 --> 00:58:28.264
call her from now on.

00:58:28.304 --> 00:58:29.686
I'm writing this down.

00:58:29.766 --> 00:58:31.246
Co-CEO.

00:58:31.748 --> 00:58:33.668
Actually, my daughter says that.

00:58:33.728 --> 00:58:34.710
I got a 10-year-old daughter.

00:58:35.490 --> 00:58:36.692
And I'll tell this story,

00:58:36.711 --> 00:58:37.733
and then we'll get to the big finish.

00:58:37.952 --> 00:58:39.954
So a couple years ago, like four years ago,

00:58:39.974 --> 00:58:41.715
actually it was post-COVID, I remember,

00:58:42.016 --> 00:58:43.556
because I brought my

00:58:43.577 --> 00:58:45.378
daughter with me to work all summer,

00:58:45.878 --> 00:58:46.179
basically 2020.

00:58:46.179 --> 00:58:46.320
Yeah.

00:58:48.210 --> 00:58:48.710
It's like, hey,

00:58:48.831 --> 00:58:49.911
it's the safest place we can be.

00:58:50.210 --> 00:58:50.431
Anyways,

00:58:50.472 --> 00:58:52.492
and I had a videography company at

00:58:52.532 --> 00:58:54.052
the time called Antidote Media Group.

00:58:54.331 --> 00:58:56.432
And we shot content for businesses.

00:58:57.132 --> 00:58:58.534
And one day, Penny was in here.

00:58:58.554 --> 00:58:59.193
She came to my office.

00:58:59.233 --> 00:58:59.733
We're talking.

00:58:59.753 --> 00:59:00.594
And she had her own office.

00:59:01.313 --> 00:59:02.173
And one day, she's like,

00:59:02.534 --> 00:59:03.554
so who's the boss here?

00:59:03.574 --> 00:59:04.994
So she would have been six at the time.

00:59:05.454 --> 00:59:06.454
And I'm like, what do you mean,

00:59:06.474 --> 00:59:06.896
who's the boss?

00:59:06.916 --> 00:59:08.235
She's like, well, like, who's in charge?

00:59:08.516 --> 00:59:09.695
And it never dawned on me at

00:59:09.735 --> 00:59:11.036
six years old that she

00:59:11.077 --> 00:59:11.856
didn't know that I was the

00:59:11.936 --> 00:59:12.597
owner of the company.

00:59:14.007 --> 00:59:15.329
Because she had come to work with me,

00:59:15.349 --> 00:59:16.550
but not whatever.

00:59:16.829 --> 00:59:18.871
So I'm like, well, I'm the boss.

00:59:19.911 --> 00:59:20.472
I'm in charge.

00:59:20.672 --> 00:59:21.733
Yep, that's what's happening.

00:59:21.753 --> 00:59:22.733
She goes, are you sure?

00:59:22.773 --> 00:59:24.775
I go, yeah, pretty sure I'm in charge.

00:59:25.074 --> 00:59:26.135
She goes, I'm going to go ask Tessa.

00:59:26.255 --> 00:59:27.235
So Tessa was this woman that

00:59:27.255 --> 00:59:27.976
worked for me at the time.

00:59:28.617 --> 00:59:30.378
And so she went over to Tessa's office,

00:59:30.418 --> 00:59:31.639
and my daughter adored Tessa.

00:59:31.938 --> 00:59:32.659
She had blonde hair,

00:59:33.039 --> 00:59:34.039
just two peas in a pod.

00:59:35.280 --> 00:59:37.041
And then she goes, Miss Tessa,

00:59:37.101 --> 00:59:37.722
who's in charge?

00:59:37.742 --> 00:59:38.322
Who's the boss?

00:59:38.382 --> 00:59:40.523
And she's like, well, Andy, your dad.

00:59:40.543 --> 00:59:42.144
She goes, he's the boss?

00:59:42.224 --> 00:59:43.045
And Tessa's like, yep.

00:59:43.726 --> 00:59:44.206
So she's like,

00:59:44.266 --> 00:59:45.347
so you have to do what he says?

00:59:45.407 --> 00:59:47.527
And she goes, yep, kind of how I get paid.

00:59:47.827 --> 00:59:49.288
And she goes, well, I'm his daughter,

00:59:49.327 --> 00:59:50.248
so I'm the co-boss.

00:59:50.628 --> 00:59:52.009
So then you have to do what I have to say?

00:59:52.309 --> 00:59:53.630
And she goes, that's not how it works.

00:59:54.010 --> 00:59:55.811
And then my daughter, Patty,

00:59:55.831 --> 00:59:57.170
came back in and she goes, Dad,

00:59:57.210 --> 00:59:57.992
I'm the co-boss.

00:59:58.072 --> 00:59:58.612
And Tessa said,

00:59:58.851 --> 00:59:59.871
she doesn't have to do what I say.

00:59:59.891 --> 01:00:01.512
I go, yeah, no, you're not.

01:00:01.532 --> 01:00:02.172
You're not the co-boss.

01:00:02.213 --> 01:00:03.094
That's not a title.

01:00:03.693 --> 01:00:05.333
And she's six years old.

01:00:05.373 --> 01:00:06.335
I showed her an org chart.

01:00:06.655 --> 01:00:06.835
I go,

01:00:06.855 --> 01:00:09.056
there's not a co-boss on the org chart.

01:00:09.275 --> 01:00:11.077
And of course, it's like way...

01:00:12.710 --> 01:00:13.291
Anyway,

01:00:13.471 --> 01:00:15.092
so I've always taught my daughter

01:00:15.152 --> 01:00:15.552
business.

01:00:16.132 --> 01:00:18.855
And I've also always talked

01:00:18.875 --> 01:00:20.597
to my daughter at an adult level.

01:00:20.996 --> 01:00:22.597
So when I got back home, I was in Gitmo.

01:00:22.617 --> 01:00:24.300
I was in Guantanamo Bay, Cuba for a year.

01:00:24.599 --> 01:00:26.221
So she was five months old when I left,

01:00:26.581 --> 01:00:28.103
like 18 months old when I got back home.

01:00:28.742 --> 01:00:30.943
And so I spent a whole year

01:00:30.983 --> 01:00:32.143
in Gitmo talking to adults.

01:00:32.164 --> 01:00:33.324
I'm like, these are real adults,

01:00:33.364 --> 01:00:34.425
like adult adults,

01:00:35.565 --> 01:00:37.385
not the greatest adults in this world.

01:00:37.967 --> 01:00:39.827
Because I worked in the facilities.

01:00:40.168 --> 01:00:41.168
And I remember I got back home,

01:00:41.208 --> 01:00:41.688
and I was like,

01:00:42.088 --> 01:00:43.088
I'd sit there and talk to her.

01:00:43.108 --> 01:00:44.768
I'm like, man, we're having a disconnect.

01:00:45.489 --> 01:00:46.789
I'm talking to you like an adult,

01:00:47.130 --> 01:00:49.851
and you're not tracking.

01:00:49.911 --> 01:00:50.871
And I'd always tell her, I was like,

01:00:50.952 --> 01:00:52.411
I do not negotiate with terrorists.

01:00:52.833 --> 01:00:54.733
And of course, everything's why.

01:00:54.753 --> 01:00:55.793
Right.

01:00:57.202 --> 01:00:57.483
Yep.

01:00:57.983 --> 01:00:59.364
We have said that to our kids too.

01:00:59.385 --> 01:01:00.567
We do not negotiate with Harris,

01:01:00.586 --> 01:01:01.447
but it means more coming

01:01:01.487 --> 01:01:02.789
from you given that you've

01:01:02.829 --> 01:01:03.652
actually been there.

01:01:04.112 --> 01:01:04.552
Yeah.

01:01:04.612 --> 01:01:05.594
One of my favorite lines,

01:01:05.653 --> 01:01:06.355
especially when I first

01:01:06.375 --> 01:01:07.197
started in business,

01:01:07.496 --> 01:01:08.798
when I would get twitchy with people,

01:01:09.199 --> 01:01:10.481
I'd say, okay, here's let's,

01:01:10.561 --> 01:01:11.262
let's reset her.

01:01:11.943 --> 01:01:13.144
I'm a mass resiliency trainer.

01:01:14.396 --> 01:01:16.077
I spent a year in Guantanamo Bay, Cuba,

01:01:16.097 --> 01:01:16.797
working with the gentleman

01:01:16.818 --> 01:01:17.418
that lived down there.

01:01:17.998 --> 01:01:19.159
And I have refined my

01:01:19.199 --> 01:01:20.820
interpersonal communication skills.

01:01:21.260 --> 01:01:22.300
So we're having a disconnect

01:01:23.001 --> 01:01:24.121
and it's not on my side of the table.

01:01:24.362 --> 01:01:26.202
So let's talk about how

01:01:26.222 --> 01:01:27.324
you're receiving information.

01:01:27.744 --> 01:01:28.585
And generally,

01:01:28.945 --> 01:01:30.085
this was conversations I was

01:01:30.106 --> 01:01:30.925
having with vendors.

01:01:31.365 --> 01:01:32.527
And I'm very particular.

01:01:32.847 --> 01:01:34.588
The flow of money determines

01:01:34.608 --> 01:01:35.208
who's in charge.

01:01:35.829 --> 01:01:37.190
Because when I stop paying you,

01:01:37.369 --> 01:01:38.510
then you can stop listening to me.

01:01:38.891 --> 01:01:39.871
And then I stop paying you

01:01:40.132 --> 01:01:41.311
and I go find someone else to pay.

01:01:41.492 --> 01:01:42.253
And I'm good with that.

01:01:42.472 --> 01:01:43.333
You're probably not.

01:01:44.875 --> 01:01:45.054
So, yeah,

01:01:45.074 --> 01:01:47.257
we had a lot of what we call them

01:01:47.297 --> 01:01:47.998
in the military.

01:01:48.038 --> 01:01:48.739
This is something else the

01:01:48.759 --> 01:01:49.780
civilian world doesn't have.

01:01:49.840 --> 01:01:50.420
And it's one thing the

01:01:50.460 --> 01:01:51.641
military has that is wonderful.

01:01:52.061 --> 01:01:53.164
It's called very meaningful

01:01:53.403 --> 01:01:54.304
one way conversations.

01:01:58.197 --> 01:02:00.579
Those must be nice.

01:02:00.699 --> 01:02:01.760
It depends on which way.

01:02:02.059 --> 01:02:03.601
Which side you're on.

01:02:03.942 --> 01:02:05.923
If you're sending or you're receiving.

01:02:05.943 --> 01:02:08.025
And having been in the military,

01:02:08.206 --> 01:02:10.367
I have received some very

01:02:10.427 --> 01:02:12.009
meaningful one-way conversations.

01:02:13.050 --> 01:02:14.490
And I've had some very

01:02:14.530 --> 01:02:15.592
meaningful one-way conversations.

01:02:15.751 --> 01:02:16.652
And I knife hand, right?

01:02:16.693 --> 01:02:19.155
The knife hand is the action.

01:02:19.175 --> 01:02:20.835
There you go.

01:02:20.876 --> 01:02:20.976
See,

01:02:20.996 --> 01:02:22.057
I put it in front of my face and that

01:02:22.097 --> 01:02:22.697
focuses, right?

01:02:22.898 --> 01:02:24.318
The knife hand is the action.

01:02:25.168 --> 01:02:25.827
that goes with a very

01:02:25.867 --> 01:02:27.088
meaningful one-way conversation.

01:02:27.268 --> 01:02:27.989
There we go.

01:02:28.230 --> 01:02:29.971
My HR director, she says,

01:02:29.990 --> 01:02:31.070
feedback is a gift.

01:02:31.952 --> 01:02:34.693
Feedback, I'm giving you this.

01:02:34.713 --> 01:02:36.153
Exactly.

01:02:36.173 --> 01:02:38.355
Well, yeah, HR, we also tell people,

01:02:39.576 --> 01:02:40.175
you have not been

01:02:40.215 --> 01:02:41.436
successful in your employment here,

01:02:41.657 --> 01:02:42.257
so we're giving you an

01:02:42.297 --> 01:02:44.097
opportunity to find success

01:02:44.137 --> 01:02:45.199
in other places of employment.

01:02:47.041 --> 01:02:48.842
And then they look at you like, well, no,

01:02:48.882 --> 01:02:49.182
no, no.

01:02:49.943 --> 01:02:51.182
You are free to leave now.

01:02:51.804 --> 01:02:52.603
We will stop paying you.

01:02:52.623 --> 01:02:54.204
You clearly do not want to be here.

01:02:54.485 --> 01:02:55.405
You don't want to follow.

01:02:55.445 --> 01:02:57.545
So we're not going to make this weird,

01:02:58.746 --> 01:02:59.545
which I guess is probably

01:02:59.586 --> 01:03:00.527
making it weird by saying that.

01:03:00.547 --> 01:03:01.606
I also just kicked a cord.

01:03:02.007 --> 01:03:02.628
Nothing unplugged.

01:03:02.648 --> 01:03:03.307
That's pretty good of me.

01:03:03.327 --> 01:03:03.807
All right.

01:03:04.168 --> 01:03:05.068
Let's get to the big finish.

01:03:05.228 --> 01:03:06.969
What has been your top

01:03:06.989 --> 01:03:08.570
takeaway from today's

01:03:08.730 --> 01:03:09.550
conversation that went all

01:03:09.590 --> 01:03:09.969
over the place?

01:03:11.110 --> 01:03:11.311
Me?

01:03:11.791 --> 01:03:12.291
Yeah, you.

01:03:12.311 --> 01:03:13.090
Yeah, yeah, yeah.

01:03:13.150 --> 01:03:13.711
No, yeah.

01:03:13.791 --> 01:03:14.452
Your top takeaway.

01:03:14.472 --> 01:03:14.592
Yeah.

01:03:15.335 --> 01:03:15.735
Oh,

01:03:16.117 --> 01:03:17.577
I love how you just get right to the

01:03:17.617 --> 01:03:17.818
point.

01:03:18.137 --> 01:03:20.119
And the idea here is get on

01:03:20.139 --> 01:03:22.041
these calls and perform an action.

01:03:22.322 --> 01:03:23.282
And I wish all of our

01:03:23.322 --> 01:03:24.844
customers had that same objective.

01:03:24.864 --> 01:03:25.824
But I think personally,

01:03:25.864 --> 01:03:26.786
my takeaway is I'm going to

01:03:26.806 --> 01:03:27.465
try to push for that a

01:03:27.485 --> 01:03:28.567
little bit more with our customers.

01:03:28.606 --> 01:03:30.268
Like, hey, get an action.

01:03:30.309 --> 01:03:31.690
Don't just let us take a message for you,

01:03:31.730 --> 01:03:32.411
which we can do.

01:03:32.471 --> 01:03:33.831
But like get an action on the call,

01:03:33.871 --> 01:03:34.572
book an appointment,

01:03:34.612 --> 01:03:35.552
do something because you're

01:03:35.572 --> 01:03:36.634
going to get more value out of it.

01:03:36.713 --> 01:03:38.996
So I'm going to push that a

01:03:39.036 --> 01:03:39.797
lot harder than I've been.

01:03:40.679 --> 01:03:41.280
No, I like that.

01:03:41.340 --> 01:03:43.041
And also it changes that nomenclature,

01:03:43.121 --> 01:03:43.262
right?

01:03:43.302 --> 01:03:44.664
I'll say this because this

01:03:44.704 --> 01:03:45.644
didn't tee it up until you

01:03:45.684 --> 01:03:47.045
said that and now it all makes sense.

01:03:47.407 --> 01:03:48.708
It's like receptionists

01:03:48.768 --> 01:03:50.469
receive information and take notes,

01:03:50.510 --> 01:03:50.630
right?

01:03:50.650 --> 01:03:52.431
That's like my idea of a receptionist,

01:03:52.472 --> 01:03:52.592
right?

01:03:52.612 --> 01:03:53.753
It's like paying from the office.

01:03:54.052 --> 01:03:55.193
Second office reference today,

01:03:55.253 --> 01:03:55.755
no big deal.

01:03:56.976 --> 01:03:57.456
And yet...

01:03:58.621 --> 01:04:00.503
That person, the gatekeeper,

01:04:00.704 --> 01:04:02.626
that first point of contact

01:04:03.027 --> 01:04:04.889
is the most significant person.

01:04:05.150 --> 01:04:05.811
I talk about all the time

01:04:05.831 --> 01:04:07.193
when people are like, you know,

01:04:07.233 --> 01:04:07.934
I meet people at networking

01:04:07.954 --> 01:04:08.936
events and they're like, hey,

01:04:09.155 --> 01:04:10.038
when I call the office,

01:04:10.057 --> 01:04:10.878
should I ask for you?

01:04:10.898 --> 01:04:13.121
I go, if you do, it'll slow the process.

01:04:13.141 --> 01:04:13.503
Yeah.

01:04:13.922 --> 01:04:15.264
because I'm not there and

01:04:15.304 --> 01:04:16.505
I'm not in charge and

01:04:16.525 --> 01:04:17.507
they're like laughing me

01:04:17.567 --> 01:04:19.027
cheeky I'm like no I'm not

01:04:19.068 --> 01:04:21.349
in charge I pay someone in

01:04:21.409 --> 01:04:23.152
operations to be in charge

01:04:23.652 --> 01:04:24.652
and right now if I call

01:04:24.693 --> 01:04:25.833
mike like hey mike I need

01:04:25.853 --> 01:04:26.855
you to put this job on the

01:04:26.875 --> 01:04:28.697
schedule he'd be like uh no

01:04:28.737 --> 01:04:29.438
we have other customers

01:04:29.458 --> 01:04:31.079
already right like he like

01:04:31.480 --> 01:04:32.701
but I can pull the trump

01:04:32.760 --> 01:04:34.282
card and yet I and I don't

01:04:34.322 --> 01:04:35.744
because he's in charge and so right

01:04:36.324 --> 01:04:38.646
My thing is, and again, reception is fine,

01:04:38.846 --> 01:04:38.985
right?

01:04:39.025 --> 01:04:39.766
I'm all about words.

01:04:40.347 --> 01:04:40.708
However,

01:04:41.088 --> 01:04:42.469
when you shift that mindset from

01:04:42.509 --> 01:04:44.851
receptionist to something different,

01:04:44.871 --> 01:04:45.472
whatever that is,

01:04:45.532 --> 01:04:46.432
and customer service sounds

01:04:46.472 --> 01:04:47.773
fucking cliche and stupid.

01:04:47.994 --> 01:04:48.534
Right, yeah.

01:04:49.054 --> 01:04:49.815
There's a better way of

01:04:49.875 --> 01:04:50.735
doing it where it's like, no, no,

01:04:50.775 --> 01:04:51.657
that's the most important

01:04:51.697 --> 01:04:53.018
person because that person

01:04:53.057 --> 01:04:54.298
can tell the business owner

01:04:54.559 --> 01:04:55.460
what the priorities are.

01:04:55.920 --> 01:04:56.061
So-

01:04:58.001 --> 01:04:59.043
That word matters.

01:04:59.202 --> 01:05:01.824
And also that first second,

01:05:02.164 --> 01:05:04.184
when they make that decision,

01:05:04.204 --> 01:05:05.585
you spent all this money in

01:05:05.646 --> 01:05:06.206
marketing and sales.

01:05:06.367 --> 01:05:07.407
When they make the decision

01:05:07.427 --> 01:05:09.907
to click on your name, your number,

01:05:10.309 --> 01:05:11.369
dial it, right?

01:05:12.590 --> 01:05:14.951
It behooves you to make sure

01:05:15.231 --> 01:05:16.472
that there's no more

01:05:16.851 --> 01:05:18.333
friction points from that

01:05:18.413 --> 01:05:19.592
point until the point that

01:05:19.612 --> 01:05:20.373
they hand you money.

01:05:21.094 --> 01:05:22.675
And when your phone goes to voicemail,

01:05:23.074 --> 01:05:24.775
you're already losing the game.

01:05:25.295 --> 01:05:26.097
Exactly.

01:05:26.900 --> 01:05:27.300
All right.

01:05:27.460 --> 01:05:28.681
Anything else for the good of the group?

01:05:29.101 --> 01:05:29.543
Are we good?

01:05:29.583 --> 01:05:31.545
We crossed all the T's, down to the I's,

01:05:31.605 --> 01:05:32.505
got a warm and fuzzy.

01:05:33.025 --> 01:05:33.567
I'm great.

01:05:33.626 --> 01:05:35.268
I thought this was a fun conversation.

01:05:35.648 --> 01:05:37.490
This was my very first podcast, Andy,

01:05:37.510 --> 01:05:39.371
and it was really, really fun.

01:05:39.391 --> 01:05:39.893
Seriously,

01:05:40.494 --> 01:05:42.414
you're a trained theater actor

01:05:42.456 --> 01:05:44.438
with international experience and an MBA,

01:05:44.478 --> 01:05:45.878
and you've never done a podcast?

01:05:48.210 --> 01:05:49.713
No, I've done plenty of webinars,

01:05:49.773 --> 01:05:52.175
which are similar, but a little bit.

01:05:52.414 --> 01:05:52.956
Yeah.

01:05:52.996 --> 01:05:53.976
Well,

01:05:54.077 --> 01:05:55.637
cause a webinar has a pro like

01:05:55.679 --> 01:05:58.501
webinar has this notion and a jet.

01:05:58.521 --> 01:05:59.481
Yeah, there was no.

01:05:59.802 --> 01:06:00.884
And I told you the other day,

01:06:01.344 --> 01:06:02.644
cause we had our call about business.

01:06:03.606 --> 01:06:04.887
full of transparency to the audience.

01:06:05.067 --> 01:06:06.327
I tell people this is how it happens.

01:06:07.067 --> 01:06:09.168
You get on, whatever time you get on, 5-2.

01:06:09.288 --> 01:06:10.148
I get on about a minute or

01:06:10.168 --> 01:06:10.889
two before the show.

01:06:11.188 --> 01:06:13.130
I verify your last name, and I hit record.

01:06:13.269 --> 01:06:14.989
And then you had this audio, but, oh, wait,

01:06:15.150 --> 01:06:15.550
we're starting.

01:06:15.690 --> 01:06:16.650
Because I was like, here we are.

01:06:16.690 --> 01:06:17.291
You're like, oh, shit.

01:06:17.570 --> 01:06:18.532
It's like, that's it, because...

01:06:19.271 --> 01:06:19.632
That's it.

01:06:19.672 --> 01:06:20.873
That's our prep.

01:06:21.092 --> 01:06:22.472
This is how we do things.

01:06:22.532 --> 01:06:25.054
And when guys like Dynasty jump in,

01:06:25.094 --> 01:06:25.474
it's like, well,

01:06:25.514 --> 01:06:26.574
how do we make this part of the show?

01:06:27.114 --> 01:06:29.135
And so I will thank all of our guests.

01:06:29.476 --> 01:06:30.096
Thank you, Jackie,

01:06:30.115 --> 01:06:31.237
for being on the show and

01:06:31.277 --> 01:06:32.097
to our listeners that

01:06:32.277 --> 01:06:33.376
continue to support us week

01:06:33.436 --> 01:06:34.538
in and week out and the

01:06:34.577 --> 01:06:35.538
people that jump in live.

01:06:35.577 --> 01:06:36.699
This is one of my favorite

01:06:36.719 --> 01:06:37.378
hours of the week.

01:06:37.838 --> 01:06:38.759
And in order to keep it going,

01:06:38.778 --> 01:06:40.099
we need you to either

01:06:40.119 --> 01:06:41.280
become a guest on the show

01:06:41.380 --> 01:06:42.760
or tell us who do you want to hear from,

01:06:43.121 --> 01:06:44.001
and I will reach out to

01:06:44.021 --> 01:06:45.442
them so we can continue to

01:06:45.461 --> 01:06:46.302
keep the Trash Talk

01:06:46.362 --> 01:06:48.244
business podcast going strong.

01:06:48.403 --> 01:06:49.923
Next week, we're going to have Jenna Janz.

01:06:50.344 --> 01:06:51.804
She is a woman that is all

01:06:51.824 --> 01:06:53.565
about men's health and how

01:06:53.606 --> 01:06:55.005
you can be the best you as

01:06:55.025 --> 01:06:55.927
an entrepreneur when you

01:06:55.947 --> 01:06:56.867
have all these outside

01:06:56.927 --> 01:06:58.467
factors and how do you align your life.

01:06:58.907 --> 01:07:00.027
And after that, July 8th,

01:07:00.047 --> 01:07:04.349
Andy Barton returns for our Q3 update.

01:07:04.409 --> 01:07:05.150
Halfway through the year,

01:07:05.170 --> 01:07:05.869
Andy Barton is going to

01:07:05.909 --> 01:07:07.391
talk about how the year of

01:07:07.431 --> 01:07:08.670
Junker Mola has been thus

01:07:08.731 --> 01:07:10.271
far and what you need to do

01:07:10.371 --> 01:07:12.411
to win the last six months of the year.

01:07:12.431 --> 01:07:13.192
Coming up in the next couple

01:07:13.211 --> 01:07:15.052
weeks on the Trash Talk Business Podcast.

01:07:15.472 --> 01:07:16.672
As always, I'm Andy Wines.

01:07:16.733 --> 01:07:18.173
On behalf of Taylor, our producer,

01:07:18.414 --> 01:07:19.554
and our great guest, Jackie,

01:07:20.014 --> 01:07:20.755
thank you for joining us,

01:07:20.835 --> 01:07:22.195
and we will see you next week.