Optimizing Operations and Employee Engagement with Errol Allen

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You save so much time.
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Plus, I tell my clients, you know, or their
managers, look, you score a lot of points when
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you spend time with the people doing the work
as they do the work.
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And you don't go there to critique, right?
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You just go in there to learn and to see what
can I do to help this person to make their job
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easier?
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What can I do as their manager?
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You're not going there to say, you're doing
this wrong, you're doing that wrong.
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You're going there to learn.
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You you score so many points in in in employee
morale is improved just by doing that one
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thing, man.
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It's it's real easy.
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It's it's not rocket science.
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Are you tired of working more for less profits
in your home service business?
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What if I could show you $100,000 in hidden
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three minutes?
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Would you be interested?
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And not only show you where, but how to create
that hundred k in six months or less without
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additional advertising or marketing spend
guaranteed.
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Just go to sharpenthespearcoaching.com to see
how truly simple it is.
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That's sharpenthespearcoaching.com.
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Do it now.
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And welcome back to STS, a sharpen the spear
podcast, and we have another incredible guest
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as we always do.
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It's becoming a redundancy, but I can't help
it.
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I only get great people.
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Okay?
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So I got Errol Allen with us today.
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And as we always do, Errol, no one knows Errol
better than Errol.
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Give us some backstory.
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Bring us up to speed.
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Let's get into our conversation.
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Everybody is waiting to hear from you.
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Thanks for having me on, Richie.
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I'm Earl Allen.
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I'm native Houstonian, Houston, Texas.
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I'm an operations consultant and I help my
clients to create efficient and effective
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business processes.
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I left Corporate America, Richard, when I was
53 years old back in 2011 and started the
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business February.
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So how did that so I like this.
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I want Anil because I'm all about operations.
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Okay?
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Work obviously, I work with business owners,
right, a lot of people.
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And the operation side is we'll call it
challenging.
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Okay?
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In a lot of different regardless of the size of
the business.
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If you got two employees, you got 2,000.
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Operations is a is a big deal.
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Okay?
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Money is won and lost in operations.
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Correct?
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That's correct.
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Yes.
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Alright.
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I mean, it's it's important.
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Okay?
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It's not we're not gonna brush over this
lightly.
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Okay?
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We're gonna get into this because I think too
many people I know when I started the business,
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operation meant get the job done so I get paid.
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Okay?
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That was my my operations method.
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Okay.
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Whatever it took.
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Now as I I got better, right, I understand,
hey.
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How can we operate better?
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You know, I literally dug holes for a living.
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Right?
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I built water features and stuff like that.
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We started by hand digging.
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So I get three, four guys with shovels and
picks and dig a hole and then do the rest of
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the work.
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I quickly realized, you know what, I bet you
they'd love a little mini excavator and we
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could dig this hole in about thirty minutes
instead of six hours.
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Right.
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Okay.
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That was one of the first things.
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Then I get to that, right.
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And I just, I improved my operations from the
simplest ways, right, to increase not just
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productivity, but profit.
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Right.
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Right?
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So let's get into I just wanna kinda get your
insight.
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You did it for a long time.
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You're still doing it.
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This is your business now.
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Whether it's some experience, some some
comparison stories, things like that, Let's
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just give me some insights on your your
effectiveness in the operations arena.
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You know what I mean?
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Like, give us I did this.
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We did that.
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You know?
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I mean, whatever.
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I'm throwing some stuff against the wall, see
who's gonna stick here, Errol.
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Just wow the crowd.
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It's your turn.
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You know, Richard, I I you know, there's
there's a few things that I like to do as an
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operations consultant.
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And and one of them is looking at how you do
what you do.
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What are what are your processes and what are
the steps in the processes?
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How are you getting things done?
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And then another thing I like to do is to get
people together, cross functional departments
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together, because usually when you're looking
at processes, flow across departments.
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Rare are their processes, they just stay in one
area.
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Usually they flow across departments at some
point.
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And then another thing I like to do is spend
time with the people that are actually doing
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the work as they do the work.
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Cause I'm, I'm the crazy consultant.
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I want to see, right?
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And I want to be able to ask questions.
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So I think those three things are very, very
important, whether you're a consultant like me
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or whether it's your business or whether you
are a manager or a supervisor, department head
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or whatever.
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I think those three things are important.
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Just to see how you're doing, what you're doing
just to intermingle with the people that are
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doing the work as they do the work.
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Yeah, think that's really important, Harold.
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I've seen this firsthand obviously right now
work with business and stuff too.
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It's aimed back to my military experience.
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Okay?
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Your best feedback comes from the guys in the
field.
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Right.
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The guys who are catching bullets.
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Okay?
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Mean, this this is who you need to talk to for
real time, like, what's going on in, some
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manufacturing businesses I've worked with the
two had that same philosophy.
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They get it.
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Right?
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I mean, management's great.
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K.
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Don't get me wrong.
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There's there's a place for everything.
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But when you're talking about the actual
accomplishment of the task, the production,
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whatever that is
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Mhmm.
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Who's gonna give you the real scoop?
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Sure.
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Fine.
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I find those guys who are operating the CNC
machine, working this, they're gonna tell you
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what's what.
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That's right.
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Now they're gonna tell you why why they're not
hitting their sheets per day or whatever it is.
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Right.
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But you're gonna get the real solution, which I
would imagine, I love you do that because it's
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a way to make yourself look great.
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K.
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I'm just being honest.
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Like, if you're listening to them, you can fix
this thing in a heart because you got the real
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story.
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That's right.
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But you gotta go through three you go through
three layers of people who think they know
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what's going on, what the problem is.
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I mean, you need that that too, but if you
don't get that final, I it's good to hear you
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do that because I just I find it to be
incredibly effective as well.
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You save so much time.
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Plus, I tell my clients, you know, or their
managers, look, you score a lot of points when
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you spend time with the people doing the work
as they do the work.
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And you don't go there to critique, right?
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You just go in there to learn and to see what
can I do to help this person to make their job
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easier?
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What can I do as their manager?
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You're not going there to say, you're doing
this wrong, you're doing that wrong.
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You're going there to learn.
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You score so many points in employee morale is
improved just by doing that one thing, man.
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It's it's real easy.
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It's it's not rocket science.
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You know?
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Yeah.
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I think also what you probably experienced, I
would imagine, is because I've done the same
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thing.
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When you get there and you're talking to these
guys, you create a bond with these guys.
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You know what I mean?
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And there's one of the things that we we often
talk about too in business that when you talk
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about people on your team or employees or
whatever that may be, they want these three
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things.
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They want to work for purpose.
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They want recognition, quality feedback, and
they want quality pay.
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Well, that recognition and quality feedback is
just what you talked about doing.
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When you're going to them for how do we fix
this, what's the problem, what's the hang up,
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where we at?
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Right.
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Like, think that's incredibly important.
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I also love that you do the the crossovers.
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Okay.
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Because you're right.
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Most there's almost nothing in the business
that's 100% compartmentalized.
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It can't.
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I mean, that that'd be its own business in a
sense.
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Right?
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So we have to touch sales touches production.
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That's right.
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Sales touches accounts payable.
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That's right.
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Right?
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Sales touches everything, you know, and
everything touches sales.
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Everything matters to sales.
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So there's not there really isn't anyone who's
detached.
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So do you find so you're basically talking to
almost everyone in the company
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That's correct.
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To kinda make it, hey.
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We're going to every department, every we're
gonna you're gonna walk all the way through
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just because of that interconnection.
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Is that kind of your philosophy?
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Yep.
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Yep.
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Yep.
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I have this, I call it connectivity, Richard.
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Well, it's one of my keywords.
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I like it.
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Connectivity.
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And I just think it's, especially when we're
looking at processes, right?
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When we select a process to look at, I have
certain people that I want in the room and
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we're ready to flowchart it out.
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I want the people that do the work in the
process.
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I want the people that are impacted by that
process.
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I want the people that feed that process.
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That's who I want in the room, right?
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Because if we don't do it that way, we're going
to miss something.
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The work is very, very tedious.
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I love it, but I know everybody's not me.
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So it's very, very tedious.
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We wanna make sure we had the right people in
the room so we wouldn't have to do it over.
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And then once again, when you have the right
people in the room, they can communicate all
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their little tricks that they're doing in
completing their tasks within the process.
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And then people can understand, hey, this is
coming from me to you.
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What is it that you need from me?
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What should my handoff look like so that when
you get it, you can just go ahead and do what
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you need to do versus I'm not giving you what
you need.
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Now it's coming back to me.
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Or if you know how to do yourself, you just do
it yourself, but you're not too happy with me,
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especially if I'm doing that over and over and
over and over, making you go backwards before
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you can go forward.
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So that's that's just my philosophy.
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Make sure you have the right people in the
room.
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You know?
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Yeah.
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That's important because, I mean, you can't
design a can't a flowchart without anyone to
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give you input, you know, with the wrong
people, you know, if you get hung up.
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I've seen it also, Errol, on been in this
company recently, And they go and they have the
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beautiful charts and all the systems and wow.
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This is amazing.
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All the right colors and all the cool stuff,
and ain't nothing happening.
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I'm like and that was the second round of
consultants who came in.
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Correct.
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Okay?
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And this company is like you're talking they're
in the hundreds of millions.
248
00:10:32,370 --> 00:10:33,009
Okay?
249
00:10:33,009 --> 00:10:33,330
Mhmm.
250
00:10:33,330 --> 00:10:35,330
Producing there's, like, one line going.
251
00:10:35,570 --> 00:10:37,250
You got a Walmart line.
252
00:10:37,410 --> 00:10:39,914
It's worth about 20,000,000 producing.
253
00:10:39,914 --> 00:10:41,035
That's not running.
254
00:10:41,674 --> 00:10:42,554
Walmart's there.
255
00:10:42,554 --> 00:10:45,434
Sam's goes there asking why their product isn't
being produced.
256
00:10:45,595 --> 00:10:50,875
And they keep calling in consultants to write
charts, and no one is making things happen.
257
00:10:50,875 --> 00:10:53,355
And I'll give you a I just like the it's a
funny story.
258
00:10:53,355 --> 00:10:56,429
So a guy's in there, he looks and he asked to
see.
259
00:10:56,429 --> 00:10:59,230
He goes, well, you got an operations manager.
260
00:10:59,789 --> 00:11:01,789
Can I ask why he's smiling?
261
00:11:02,029 --> 00:11:03,309
See, goes, are you talking about?
262
00:11:03,309 --> 00:11:08,110
He goes, Walmart and someone's just here
wondering where their product is.
263
00:11:08,865 --> 00:11:10,544
That's not a small account.
264
00:11:10,544 --> 00:11:10,865
Right.
265
00:11:10,865 --> 00:11:12,144
That's a $20,000,000 line.
266
00:11:12,144 --> 00:11:15,424
It's not running, and he's all happy, and he's
on the Internet playing around.
267
00:11:16,544 --> 00:11:19,664
He should be you know, he should not be
smiling.
268
00:11:19,825 --> 00:11:21,184
He'd be in fear of his job.
269
00:11:21,529 --> 00:11:21,850
Okay.
270
00:11:21,850 --> 00:11:25,050
He should be out, you know, getting people to
do stuff, and no one's doing anything.
271
00:11:25,370 --> 00:11:25,769
Right?
272
00:11:25,769 --> 00:11:30,970
So my point being, a lot of times, people will
come in and and even if it's like it's a yeah.
273
00:11:30,970 --> 00:11:31,610
It's beautiful.
274
00:11:31,610 --> 00:11:34,730
They they created this similar thing else, but
it's not being implemented.
275
00:11:36,054 --> 00:11:40,695
You know, you don't have the right team on the
ground, management operations, whatever that is
276
00:11:40,695 --> 00:11:46,534
to implement this thing that you may have just
spent three weeks, three months building, okay,
277
00:11:46,534 --> 00:11:47,334
it's all for nothing.
278
00:11:48,240 --> 00:11:48,800
Right?
279
00:11:48,879 --> 00:11:54,559
So talking about that, if you had to go in as,
because I've done this too on the consulting
280
00:11:54,559 --> 00:11:59,759
side where I've had to go and remove some
people, let's just say it that way nicely,
281
00:11:59,759 --> 00:11:59,840
right?
282
00:12:00,095 --> 00:12:01,375
We gotta remove some people.
283
00:12:01,375 --> 00:12:04,735
We got we got the wrong people in the in the
wrong place.
284
00:12:04,735 --> 00:12:05,134
Right?
285
00:12:05,134 --> 00:12:05,455
Right.
286
00:12:05,455 --> 00:12:06,975
Have you had to deal with that much?
287
00:12:07,215 --> 00:12:09,054
I've had to make recommendations.
288
00:12:09,054 --> 00:12:09,535
Right?
289
00:12:09,615 --> 00:12:13,215
You know, one one of my favorite questions is
why?
290
00:12:13,375 --> 00:12:13,695
Right?
291
00:12:14,190 --> 00:12:16,350
Why are things not happening?
292
00:12:16,350 --> 00:12:18,190
What's preventing it from happening?
293
00:12:18,190 --> 00:12:23,790
And if I create if I go through a process,
okay, this is how we're going to do it, then my
294
00:12:23,790 --> 00:12:29,549
next question is, okay, when will we start
implementing whatever changes that we've made
295
00:12:29,774 --> 00:12:30,575
process.
296
00:12:30,575 --> 00:12:31,134
When?
297
00:12:31,134 --> 00:12:32,175
Today, tomorrow.
298
00:12:32,175 --> 00:12:34,654
I wanna know when because I wanna see it.
299
00:12:34,654 --> 00:12:38,175
We're not gonna do all of this work just to be
doing something.
300
00:12:38,335 --> 00:12:41,134
I wanna see that it's being implemented.
301
00:12:41,134 --> 00:12:42,014
You gotta show me.
302
00:12:42,014 --> 00:12:42,975
You gotta show me.
303
00:12:42,975 --> 00:12:46,529
And if if it's not being implemented, why?
304
00:12:46,529 --> 00:12:48,930
What's preventing it from being implemented?
305
00:12:48,930 --> 00:12:54,210
And and I go back to if we have all the right
people in the room and they're they have input
306
00:12:54,210 --> 00:12:59,090
on how things are going and what we're planning
on doing, then more than likely, they're ready
307
00:12:59,090 --> 00:12:59,410
to go.
308
00:13:00,024 --> 00:13:00,664
Right?
309
00:13:00,985 --> 00:13:04,264
They're ready to go because we found some
things we can do better.
310
00:13:04,264 --> 00:13:06,105
It's gonna make their job easier.
311
00:13:06,105 --> 00:13:07,225
They're ready to go.
312
00:13:07,465 --> 00:13:11,945
So when I when I when I asked the question,
okay, when when when will this be implemented?
313
00:13:11,945 --> 00:13:13,384
You know, people are ready to go.
314
00:13:13,384 --> 00:13:14,664
So there's really no excuse.
315
00:13:15,940 --> 00:13:16,419
Right.
316
00:13:16,419 --> 00:13:22,659
But if you have somebody that's reluctant, they
just wanna do what they wanna do, I tell my
317
00:13:22,659 --> 00:13:24,740
clients sometimes, you have a decision to make.
318
00:13:24,899 --> 00:13:25,220
You know?
319
00:13:25,220 --> 00:13:30,225
Can you make that decision that is this the
right person that you need in this particular
320
00:13:30,225 --> 00:13:30,945
spot?
321
00:13:31,024 --> 00:13:37,585
Because if if if it's a people thing, because
sometimes it's not, but if it is, if we
322
00:13:37,585 --> 00:13:43,184
determine it's a people thing, then what what
are you going to do to make sure because I'm
323
00:13:43,184 --> 00:13:43,904
about the team.
324
00:13:44,100 --> 00:13:47,779
Let's do what's let's do what's best for the
team, not what's best for one person.
325
00:13:48,259 --> 00:13:51,539
So what are we going to do to make sure we do
what's best for the team?
326
00:13:51,940 --> 00:13:53,860
And do you have enough courage to do that?
327
00:13:53,860 --> 00:13:54,419
Right?
328
00:13:54,579 --> 00:13:55,620
That that's it.
329
00:13:55,620 --> 00:13:55,779
You know?
330
00:13:55,779 --> 00:13:58,819
Oh, he's been here for twelve years, and he's
been working the same thing.
331
00:14:00,054 --> 00:14:03,495
That's where it takes to like, that's the
pushback you get.
332
00:14:03,735 --> 00:14:04,695
And I've done that too.
333
00:14:04,695 --> 00:14:07,815
I've been here for a little he's the problem.
334
00:14:08,695 --> 00:14:14,090
I had this in the company, and the guy was it
one had a high again, starting to get a high
335
00:14:14,090 --> 00:14:16,889
turnover on new new hires.
336
00:14:17,610 --> 00:14:18,809
And I'm like, okay.
337
00:14:18,809 --> 00:14:19,930
That's unusual.
338
00:14:21,050 --> 00:14:22,570
Why is this happening?
339
00:14:23,050 --> 00:14:27,450
You go in and this is well, right along with
your philosophy, we'll go talk to the guys on
340
00:14:27,450 --> 00:14:27,850
the floor.
341
00:14:28,945 --> 00:14:30,544
Like, why are these guys coming in here?
342
00:14:30,544 --> 00:14:31,904
Why are they quitting in a week?
343
00:14:32,144 --> 00:14:32,705
Two weeks.
344
00:14:32,705 --> 00:14:38,544
That's because so and so is threatened by
anyone new, and he makes her life living
345
00:14:38,544 --> 00:14:39,184
craziness.
346
00:14:39,184 --> 00:14:39,504
Right?
347
00:14:39,504 --> 00:14:40,945
But he's been here for nine years.
348
00:14:41,629 --> 00:14:42,590
Blah blah blah.
349
00:14:42,590 --> 00:14:44,269
Well, guess who's gotta go?
350
00:14:44,509 --> 00:14:50,029
If I can't keep people because this guy nine
years or ninety years, I don't you gotta okay?
351
00:14:50,029 --> 00:14:51,549
Because I need people to stay.
352
00:14:51,549 --> 00:14:51,789
Right.
353
00:14:51,789 --> 00:14:53,629
We got other positions to fill.
354
00:14:53,629 --> 00:14:56,350
And if you have some of that kind of mindset,
there's no fix in that.
355
00:14:57,004 --> 00:14:59,004
You know, there's there's no fix in that
mindset.
356
00:14:59,004 --> 00:15:02,605
Sometimes you have to you have to have a
conversation with that person.
357
00:15:03,004 --> 00:15:03,644
Of course.
358
00:15:03,644 --> 00:15:08,605
It always goes back to we're gonna do what's
best for the team, not what's best for an
359
00:15:08,605 --> 00:15:09,004
individual.
360
00:15:10,350 --> 00:15:13,950
Sir, ma'am, let let let me ask you something
now.
361
00:15:13,950 --> 00:15:15,870
Remember, we we had to agree, man.
362
00:15:15,870 --> 00:15:17,470
We're gonna do what's best for the team.
363
00:15:17,470 --> 00:15:18,509
You remember that?
364
00:15:19,309 --> 00:15:19,710
Yeah.
365
00:15:19,710 --> 00:15:20,269
Okay.
366
00:15:21,605 --> 00:15:24,644
Let's talk about some of your behavior.
367
00:15:24,644 --> 00:15:25,045
K.
368
00:15:25,045 --> 00:15:28,004
Is that it's not good for the team.
369
00:15:28,004 --> 00:15:32,565
So I wanna ask you, are you willing to do
what's best for the team?
370
00:15:32,725 --> 00:15:38,279
We we we need to know if you if you need the
rest of the day to think about that.
371
00:15:38,279 --> 00:15:38,679
Okay.
372
00:15:38,839 --> 00:15:44,200
But at the end of the day now, I wanna know,
are you willing to do what's best for the team?
373
00:15:44,279 --> 00:15:48,519
Because you have X amount of years of
experience.
374
00:15:48,519 --> 00:15:51,045
We would love to retain that experience.
375
00:15:51,205 --> 00:15:52,644
That's very, very valuable.
376
00:15:52,644 --> 00:15:59,205
However, on the other side of it, the behavior
that you exhibit is not good for the team.
377
00:15:59,205 --> 00:16:07,120
So I need to know if you can change your
behavior so that the total package is good for
378
00:16:07,120 --> 00:16:09,600
the team, I need you to be able to tell me
that.
379
00:16:09,600 --> 00:16:10,080
Right?
380
00:16:10,240 --> 00:16:11,600
And then it's on them.
381
00:16:12,480 --> 00:16:13,120
Right.
382
00:16:13,279 --> 00:16:14,639
Well, I think I can do it.
383
00:16:14,639 --> 00:16:15,039
Okay.
384
00:16:15,039 --> 00:16:19,279
Then your behavior is gonna show whether you
really mean that.
385
00:16:19,865 --> 00:16:21,625
So, so, so let's see.
386
00:16:21,625 --> 00:16:22,985
And you go from there.
387
00:16:22,985 --> 00:16:28,745
And if it can, if the negative continues, now
you can't, can't play here.
388
00:16:28,745 --> 00:16:30,264
You gotta go play somewhere else.
389
00:16:30,264 --> 00:16:30,584
You know?
390
00:16:30,584 --> 00:16:37,009
To me, it's not rocket science, but there is a
way to, to communicate with a person so that
391
00:16:37,009 --> 00:16:38,449
it's not so cold.
392
00:16:38,449 --> 00:16:39,490
It's just Sure.
393
00:16:39,409 --> 00:16:42,929
Less we wanna do what's best for the team, not
and not individuals.
394
00:16:42,929 --> 00:16:43,490
You know?
395
00:16:43,490 --> 00:16:43,809
Yeah.
396
00:16:43,809 --> 00:16:45,490
That I I agree with that.
397
00:16:45,490 --> 00:16:49,934
I think there has to be when it comes down to
that I mean, people run a business.
398
00:16:49,934 --> 00:16:50,254
Right?
399
00:16:50,254 --> 00:16:53,214
People are make up a business, you know, and
you you have to have them.
400
00:16:53,214 --> 00:16:57,695
And like you're saying, you have to have the
conversation because, you know, maybe something
401
00:16:57,695 --> 00:17:01,134
changed in this person's life six months ago, a
year ago.
402
00:17:01,134 --> 00:17:04,660
He's great for eight years, but last night
well, you know, a million things.
403
00:17:04,660 --> 00:17:04,900
Right?
404
00:17:04,900 --> 00:17:08,900
We could sit here and spend an hour talking
about reasons that affect people's behavior.
405
00:17:09,059 --> 00:17:13,059
And sometimes, like you're saying, just that
call out, like, hey.
406
00:17:13,059 --> 00:17:13,700
I you know?
407
00:17:13,700 --> 00:17:19,424
Now in the perfect world, the floor manager
would see that already and be talking to him
408
00:17:19,424 --> 00:17:20,544
like, what's going on here?
409
00:17:20,544 --> 00:17:24,625
I see a shift near thing, and and then they can
share, and maybe it's just a grief thing, and
410
00:17:24,625 --> 00:17:25,424
they gotta get through it.
411
00:17:25,424 --> 00:17:27,585
You can help them and and turn this thing
around.
412
00:17:27,585 --> 00:17:28,464
It could be a good thing.
413
00:17:28,464 --> 00:17:28,625
Right?
414
00:17:28,625 --> 00:17:30,144
We always wanna take that approach.
415
00:17:30,304 --> 00:17:34,380
You know, I'm not that guy who just well, a
long time ago, I was that guy.
416
00:17:34,380 --> 00:17:35,339
You're out.
417
00:17:35,500 --> 00:17:36,140
Just kidding.
418
00:17:36,140 --> 00:17:36,380
Okay.
419
00:17:36,380 --> 00:17:38,140
I was like, you yeah.
420
00:17:38,140 --> 00:17:40,059
I I had, like, zero tolerance.
421
00:17:40,059 --> 00:17:42,139
No empathy, zero tolerance.
422
00:17:42,140 --> 00:17:43,339
You do it or you get out.
423
00:17:43,339 --> 00:17:43,819
Okay?
424
00:17:43,819 --> 00:17:46,700
Like, you'll last twenty five minutes here, and
I'll tell you to get lost.
425
00:17:46,700 --> 00:17:47,019
Okay?
426
00:17:47,019 --> 00:17:51,075
But I don't do that anymore, and I help other
companies not do that because I can see that
427
00:17:51,075 --> 00:17:51,634
pretty fast.
428
00:17:51,634 --> 00:17:51,795
Right?
429
00:17:51,795 --> 00:17:53,634
It's not an effective it's not effective.
430
00:17:53,634 --> 00:17:54,994
It's not gonna work for the business.
431
00:17:54,994 --> 00:17:56,355
It's not gonna work for the team.
432
00:17:56,595 --> 00:17:57,795
It's not gonna work for your customers.
433
00:17:57,795 --> 00:17:58,994
It's not gonna work for anybody.
434
00:17:59,394 --> 00:18:05,019
I like to share, Errol, I spent my first twenty
years working at an incredible level of stupid.
435
00:18:05,420 --> 00:18:05,980
Okay?
436
00:18:05,980 --> 00:18:09,259
Because I just I just didn't I just thought I
knew everything.
437
00:18:09,259 --> 00:18:09,660
Okay?
438
00:18:09,660 --> 00:18:11,740
And and that's the beauty of wisdom.
439
00:18:11,740 --> 00:18:13,980
Guys like you and I, and we've been around.
440
00:18:13,980 --> 00:18:14,619
We've seen it.
441
00:18:14,619 --> 00:18:17,334
We know what works, what doesn't work, and we
kinda Right.
442
00:18:17,894 --> 00:18:20,934
If we if we're halfway decent, we corrected the
error of our ways.
443
00:18:20,934 --> 00:18:21,335
Right.
444
00:18:21,335 --> 00:18:21,734
Right.
445
00:18:21,734 --> 00:18:23,575
And we we found we found new solutions.
446
00:18:23,575 --> 00:18:29,255
And I think in the area of operations, it's
unique in the sense that in so many like, you
447
00:18:29,255 --> 00:18:30,375
said, this is something you're into.
448
00:18:30,375 --> 00:18:30,615
Right?
449
00:18:30,615 --> 00:18:31,575
You do this for a business.
450
00:18:31,575 --> 00:18:34,909
You did it, you know, as a job coming up,
started your business.
451
00:18:34,909 --> 00:18:36,589
Not everybody is into that.
452
00:18:36,589 --> 00:18:38,109
It's just like systemization.
453
00:18:38,109 --> 00:18:39,949
People aren't into systemizations.
454
00:18:40,269 --> 00:18:42,909
The owner is not into systemization.
455
00:18:43,069 --> 00:18:47,565
They want it, but they don't wanna do it
because that's not in their wheelhouse.
456
00:18:47,565 --> 00:18:47,884
Right?
457
00:18:47,884 --> 00:18:53,404
So this is why I love having people like you
come on the show because you have to
458
00:18:53,404 --> 00:18:56,044
understand, like, you need to know when you
need to hire out.
459
00:18:56,730 --> 00:18:57,369
Right?
460
00:18:57,450 --> 00:19:03,369
We need to bring this person in to do this
because economically, it's gonna be done in a
461
00:19:03,369 --> 00:19:04,649
shortened time span.
462
00:19:04,970 --> 00:19:05,289
Right.
463
00:19:05,289 --> 00:19:07,609
Could be two weeks, could be two months,
whatever it is.
464
00:19:07,609 --> 00:19:07,929
Right?
465
00:19:07,929 --> 00:19:11,450
They pinpoint exactly what it is because they
have the outside eyes.
466
00:19:11,450 --> 00:19:11,690
Right.
467
00:19:11,934 --> 00:19:14,174
They're they're nothing's clouding their
vision.
468
00:19:14,255 --> 00:19:15,615
They don't know anybody.
469
00:19:15,695 --> 00:19:17,054
They don't know history.
470
00:19:17,214 --> 00:19:18,174
They don't need any of that.
471
00:19:18,174 --> 00:19:20,815
They're looking purely utilitarian.
472
00:19:21,535 --> 00:19:22,894
Like, what is broken?
473
00:19:23,134 --> 00:19:24,015
Let's fix that.
474
00:19:24,015 --> 00:19:24,654
I see this.
475
00:19:24,654 --> 00:19:25,295
I see this.
476
00:19:25,295 --> 00:19:25,855
I see this.
477
00:19:25,855 --> 00:19:31,220
So to me, it's an incredible investment from a
business owner standpoint, a company standpoint
478
00:19:31,220 --> 00:19:36,740
to do that more often than not, to really try
to bring that in because those fresh eyes are
479
00:19:36,740 --> 00:19:41,460
what's gonna give you a competitive advantage
regardless of the investment to get it there.
480
00:19:41,460 --> 00:19:41,539
Right?
481
00:19:41,785 --> 00:19:44,664
So and I'm sure you've seen that right in these
outcomes.
482
00:19:45,464 --> 00:19:47,704
It's amazing what you can do.
483
00:19:47,704 --> 00:19:54,345
Think let's talk a little bit about
inefficiency in operations leaves a huge amount
484
00:19:54,345 --> 00:19:56,539
of money on the table, Right?
485
00:19:56,539 --> 00:19:58,539
It's just be it's leaking out of the bucket.
486
00:19:58,619 --> 00:19:59,099
Yep.
487
00:19:59,099 --> 00:20:00,059
It's just right.
488
00:20:00,059 --> 00:20:03,500
The I mean, that's gotta be a that's gotta be a
major concern.
489
00:20:03,500 --> 00:20:04,059
Yeah.
490
00:20:04,059 --> 00:20:08,059
Do they get that, or are they just worried
that, like, it's just not going smooth?
491
00:20:08,059 --> 00:20:08,700
You know what I mean?
492
00:20:08,835 --> 00:20:10,674
Like, do they put both together as owners?
493
00:20:10,674 --> 00:20:12,914
Are they tying the money with the operation
together?
494
00:20:13,234 --> 00:20:14,355
Some people get it.
495
00:20:14,355 --> 00:20:14,595
You know?
496
00:20:14,595 --> 00:20:17,234
Some sometimes you run across what I call a
hybrid.
497
00:20:17,234 --> 00:20:17,634
Right?
498
00:20:17,634 --> 00:20:22,434
A visionary who can be operation minded too.
499
00:20:22,434 --> 00:20:22,674
Right?
500
00:20:23,149 --> 00:20:24,589
They know something's wrong.
501
00:20:24,669 --> 00:20:25,230
Right?
502
00:20:25,230 --> 00:20:28,029
But they can't put their finger on.
503
00:20:28,029 --> 00:20:29,309
They know something's wrong.
504
00:20:29,470 --> 00:20:32,909
They know they'll say, you know, I got
customers going out the back door that's
505
00:20:32,909 --> 00:20:34,029
costing me money.
506
00:20:34,029 --> 00:20:34,269
Right?
507
00:20:34,269 --> 00:20:39,204
As soon as we bring on customers, but we got
customers leaking out just quick, they're
508
00:20:39,204 --> 00:20:39,605
coming in.
509
00:20:39,605 --> 00:20:41,444
Well, they know that's costing them money.
510
00:20:41,444 --> 00:20:44,884
So from time to time I run across, you know,
people they know.
511
00:20:44,884 --> 00:20:50,164
They know the, and even in my questionnaire for
prospective clients, right?
512
00:20:50,164 --> 00:20:55,009
That's one of my questions is what will it cost
you if you don't do this project?
513
00:20:55,009 --> 00:20:58,049
And a lot of them, they can tell you, you know,
they know.
514
00:20:58,049 --> 00:21:02,529
So a pure visionary, they may not, you know,
they may not always understand it's costing
515
00:21:02,529 --> 00:21:03,250
them money.
516
00:21:03,250 --> 00:21:08,849
But if there's an operations person in place,
they know, they know, Hey, and if you're
517
00:21:08,849 --> 00:21:13,404
looking at how many new clients are we getting
versus how many clients are we retaining, you
518
00:21:13,404 --> 00:21:15,884
know you're losing that retention revenue,
right?
519
00:21:15,884 --> 00:21:17,484
So a lot of them do know.
520
00:21:17,484 --> 00:21:26,970
I just try to point out, you have to have an
understanding of what's happening, after sales.
521
00:21:26,970 --> 00:21:30,089
You know, sales a lot of people know we gotta
get sales.
522
00:21:30,089 --> 00:21:30,809
We gotta get sales.
523
00:21:30,809 --> 00:21:31,849
We gotta get sales.
524
00:21:31,849 --> 00:21:33,049
And I'm like, that's great.
525
00:21:33,049 --> 00:21:33,369
You know?
526
00:21:33,369 --> 00:21:35,769
Sales, you know, keeps bringing people in.
527
00:21:35,769 --> 00:21:40,835
But what happens after the after the product,
the service, whatever is sold?
528
00:21:40,835 --> 00:21:42,515
What happens after that?
529
00:21:42,515 --> 00:21:48,755
How well is your sales department connected to
your operations?
530
00:21:49,075 --> 00:21:55,440
Because a lot of times sales, they don't
understand what needs to happen to onboard a
531
00:21:55,440 --> 00:21:58,480
new client if they're not responsible for
onboarding a new client.
532
00:21:58,480 --> 00:22:03,039
What does that person need to onboard a new
client and are you giving it to them?
533
00:22:03,039 --> 00:22:08,504
And that's why I find a lot of the gaps is
right there from sales to operations.
534
00:22:08,904 --> 00:22:13,865
Things stop because I don't have what I need to
onboard this brand new client.
535
00:22:13,865 --> 00:22:14,984
Yeah, I see that.
536
00:22:14,984 --> 00:22:20,105
I think people don't, what I've noticed with
businesses I work with is they really don't
537
00:22:20,105 --> 00:22:25,169
have the, I call it the internal journey dialed
in.
538
00:22:25,329 --> 00:22:29,490
You you got the extra, you know, the customer
they call, they do this, they do that and you
539
00:22:29,490 --> 00:22:31,809
take care of the no, internal.
540
00:22:31,809 --> 00:22:36,184
Like what happens from the first call inside
the business?
541
00:22:36,664 --> 00:22:37,625
What is triggered?
542
00:22:37,625 --> 00:22:38,825
Who is affected?
543
00:22:38,985 --> 00:22:40,904
And where does it go from there and there and
there?
544
00:22:40,904 --> 00:22:42,345
And that's probably what you're looking at.
545
00:22:42,345 --> 00:22:45,704
Like that needs to be a continuous flow.
546
00:22:45,785 --> 00:22:46,025
Right.
547
00:22:46,759 --> 00:22:49,079
It comes in the front door, goes out the back
door.
548
00:22:49,079 --> 00:22:49,639
Right.
549
00:22:49,639 --> 00:22:50,119
Right.
550
00:22:50,119 --> 00:22:52,440
But how how does what what happens in between?
551
00:22:52,440 --> 00:22:53,079
Right.
552
00:22:53,159 --> 00:22:53,480
Right.
553
00:22:53,480 --> 00:22:55,000
That's what we need to perfect.
554
00:22:55,000 --> 00:23:00,454
And I think a lot of people, and I've noticed
this is they just, it gets done and it gets out
555
00:23:00,454 --> 00:23:05,894
the door, but they're not understanding the
actual even if it's their business, the
556
00:23:05,894 --> 00:23:07,414
efficiency of the process.
557
00:23:07,414 --> 00:23:10,134
Does everyone on the team understand?
558
00:23:10,134 --> 00:23:13,909
And I call it, do they understand how they're
the hero in that part of the journey?
559
00:23:13,909 --> 00:23:16,389
You know, as a person, like, without you, this
doesn't happen.
560
00:23:16,389 --> 00:23:17,269
Do you understand that?
561
00:23:17,269 --> 00:23:17,589
Right.
562
00:23:17,589 --> 00:23:18,389
Like, and this is why.
563
00:23:18,389 --> 00:23:21,909
You have to do it this way because this is what
we're actually putting out the door.
564
00:23:21,909 --> 00:23:27,124
We're not putting product A into product B and
then delivering product B.
565
00:23:27,284 --> 00:23:33,284
That's not actually what we're doing, It's the
journey and everyone working to do this at this
566
00:23:33,284 --> 00:23:36,244
kind of level with this amount of volume
etcetera, etcetera, right.
567
00:23:36,470 --> 00:23:41,190
They need a complete understanding of how they
fit in that process.
568
00:23:41,589 --> 00:23:45,669
Is that something you have to point out to
these guys and really clarify?
569
00:23:45,750 --> 00:23:52,005
What I ask my clients to do, Richard, is to
have their employees identify their internal
570
00:23:52,005 --> 00:23:52,804
customer.
571
00:23:53,445 --> 00:23:57,684
Who is my internal customer when I come from a
machinist background.
572
00:23:57,684 --> 00:24:03,059
You know, right out of high school, I went to
work for a large company here in Houston, a big
573
00:24:03,059 --> 00:24:04,579
oil tube manufacturer.
574
00:24:04,740 --> 00:24:12,180
And I machined my product, but it was going
somewhere else for somebody to do something
575
00:24:12,180 --> 00:24:12,660
else.
576
00:24:12,660 --> 00:24:14,259
But I had to run-in tolerance.
577
00:24:14,259 --> 00:24:14,500
Right?
578
00:24:14,500 --> 00:24:17,515
I had my tolerances that I had to keep.
579
00:24:17,515 --> 00:24:17,835
Right?
580
00:24:17,835 --> 00:24:22,715
And if I'm out of tolerance on the high side,
that's a piece of scrap.
581
00:24:22,715 --> 00:24:24,075
That's Yep.
582
00:24:24,955 --> 00:24:25,835
I'm brought in trouble.
583
00:24:25,835 --> 00:24:26,154
Right?
584
00:24:26,154 --> 00:24:28,475
So that's where, you know, it kind of hit me.
585
00:24:28,475 --> 00:24:31,355
This is going somewhere else for somebody to do
whatever they need to do.
586
00:24:31,529 --> 00:24:36,170
So I asked my clients to have their people,
identify your internal customers, and then go
587
00:24:36,170 --> 00:24:37,929
have a conversation with them.
588
00:24:37,930 --> 00:24:40,730
When you finish your task, where is it going?
589
00:24:41,049 --> 00:24:42,169
Where is it going?
590
00:24:42,250 --> 00:24:47,785
And go and spend time with that person and just
ask them, am I giving you what you need to do
591
00:24:47,785 --> 00:24:49,065
what you need to do?
592
00:24:49,144 --> 00:24:55,464
So identify who they are, go have a
conversation, identify what they need to make
593
00:24:55,464 --> 00:24:59,625
sure you're meeting their tolerances in
machinist talk.
594
00:24:59,710 --> 00:25:04,509
Make sure you're within tolerance with them so
they can just continue on because the better
595
00:25:04,509 --> 00:25:08,109
you get at the handoff, the better the flow
gets.
596
00:25:08,590 --> 00:25:08,990
Right.
597
00:25:09,150 --> 00:25:14,190
The less delays you have, the less loop backs
you have.
598
00:25:14,190 --> 00:25:16,615
Things just continue to flow.
599
00:25:16,615 --> 00:25:20,934
So that's one exercise I ask my clients to have
their employees do.
600
00:25:20,934 --> 00:25:25,414
Identify your internal customer and then go
have a conversation so that you give your
601
00:25:25,414 --> 00:25:27,815
internal customer a better experience.
602
00:25:27,894 --> 00:25:33,069
And you'd be amazed at how that one little
exercises can change things.
603
00:25:33,069 --> 00:25:33,549
Right?
604
00:25:34,750 --> 00:25:35,470
Yeah.
605
00:25:35,470 --> 00:25:37,069
I didn't know you needed that.
606
00:25:37,150 --> 00:25:38,990
I didn't know you needed it that way.
607
00:25:38,990 --> 00:25:41,630
I didn't know you needed it on such and such a
day.
608
00:25:41,630 --> 00:25:42,829
I didn't I didn't know that.
609
00:25:42,829 --> 00:25:43,549
I didn't know.
610
00:25:43,549 --> 00:25:44,589
Nobody told me that.
611
00:25:44,589 --> 00:25:46,269
And see, that's where training comes in.
612
00:25:46,585 --> 00:25:47,065
Yes.
613
00:25:47,065 --> 00:25:48,345
I didn't know that.
614
00:25:48,345 --> 00:25:49,464
They didn't tell me that.
615
00:25:49,465 --> 00:25:50,025
Yep.
616
00:25:50,025 --> 00:25:57,144
As I was gonna say, Earl, it's it's now you now
you exposed, there's a lack of training here.
617
00:25:57,705 --> 00:25:58,184
Okay?
618
00:25:58,184 --> 00:25:59,225
That's the real problem.
619
00:25:59,225 --> 00:25:59,545
Yep.
620
00:25:59,579 --> 00:26:02,619
It's not that John doesn't know what that guy
needs.
621
00:26:02,779 --> 00:26:03,979
He's never taught.
622
00:26:04,700 --> 00:26:05,179
Okay.
623
00:26:05,179 --> 00:26:06,380
And whose fault is that?
624
00:26:06,380 --> 00:26:07,740
Well, that goes back to the owner.
625
00:26:07,740 --> 00:26:08,299
Yep.
626
00:26:08,700 --> 00:26:12,380
You don't have a training, but I was in a pipe
manufacturing place.
627
00:26:12,380 --> 00:26:13,019
Same thing.
628
00:26:13,019 --> 00:26:16,414
I'm, like, watching them, like, show someone
how to operate.
629
00:26:16,494 --> 00:26:16,974
Mhmm.
630
00:26:16,974 --> 00:26:17,694
Literally, like, yeah.
631
00:26:17,694 --> 00:26:18,414
I do this, this.
632
00:26:18,414 --> 00:26:19,614
They're tapping the screen.
633
00:26:20,335 --> 00:26:21,375
The guy's standing there.
634
00:26:21,375 --> 00:26:22,575
Never done this before.
635
00:26:22,974 --> 00:26:27,134
I mean, like, 15 different buttons he pushes,
and he can he just do that, and he walks away.
636
00:26:28,180 --> 00:26:33,539
I look at like you oh, do you know what happens
if this goes down?
637
00:26:33,539 --> 00:26:33,859
Right.
638
00:26:33,859 --> 00:26:36,339
Do you know what, like really, that's the
training?
639
00:26:36,660 --> 00:26:36,980
Right.
640
00:26:36,980 --> 00:26:40,019
So I went in HR, like, you guys you guys got
some big problems here.
641
00:26:40,765 --> 00:26:44,365
Like, I know you got guys who have figured it
out, and they know how to do it.
642
00:26:44,684 --> 00:26:49,004
But the new guy, this isn't something you just
everyone knows how to do.
643
00:26:49,325 --> 00:26:49,804
Right?
644
00:26:49,804 --> 00:26:56,125
It's like you said, it's that that exposing
poor training in operations is critical.
645
00:26:57,220 --> 00:26:57,619
Okay?
646
00:26:57,619 --> 00:26:59,940
Because you it doesn't matter if you fix John.
647
00:27:00,019 --> 00:27:00,579
Mhmm.
648
00:27:00,980 --> 00:27:04,579
Because I have a saying in business, everybody
leaves.
649
00:27:05,059 --> 00:27:05,619
Okay?
650
00:27:05,619 --> 00:27:06,819
Eventually, they're gonna leave.
651
00:27:06,819 --> 00:27:07,859
John's gonna go.
652
00:27:08,099 --> 00:27:10,900
Or he's not gonna be there a day, and the next
guy is gonna have to do it.
653
00:27:12,275 --> 00:27:14,434
How long of a learning curve do you want?
654
00:27:14,434 --> 00:27:14,994
That's right.
655
00:27:14,994 --> 00:27:17,315
How much scrap you want this guy producing
656
00:27:17,315 --> 00:27:17,714
That's right.
657
00:27:17,795 --> 00:27:19,554
Know, till he gets the hang of it on his own?
658
00:27:19,554 --> 00:27:22,434
Well, if you train him, he may be good from the
get go.
659
00:27:22,755 --> 00:27:24,035
That would be the object.
660
00:27:24,035 --> 00:27:24,275
Right?
661
00:27:24,275 --> 00:27:30,609
So, yeah, I think I I think so many people miss
this because I do a thing, Errol, with here's
662
00:27:30,609 --> 00:27:31,730
the job functions.
663
00:27:31,730 --> 00:27:32,369
Here's a column.
664
00:27:32,369 --> 00:27:33,410
Here's what you do.
665
00:27:33,410 --> 00:27:33,809
Okay?
666
00:27:33,809 --> 00:27:34,929
This is the what.
667
00:27:34,930 --> 00:27:35,250
Mhmm.
668
00:27:35,250 --> 00:27:36,529
The next column is the how.
669
00:27:36,529 --> 00:27:37,009
That's right.
670
00:27:37,009 --> 00:27:37,809
It's how you do it.
671
00:27:37,809 --> 00:27:38,210
That's right.
672
00:27:38,210 --> 00:27:38,609
Okay?
673
00:27:38,609 --> 00:27:42,974
But they leave off the third column, the
training of the how.
674
00:27:43,694 --> 00:27:48,575
Because you can read it how to do it, doesn't
mean you're gonna interpret it right.
675
00:27:48,575 --> 00:27:48,974
Right.
676
00:27:48,974 --> 00:27:52,974
It might look like you should do this in real
time, and it's really not that.
677
00:27:52,974 --> 00:27:53,375
Right.
678
00:27:53,375 --> 00:27:53,615
Right?
679
00:27:53,615 --> 00:27:55,774
But someone wrote it because that's how they
see it.
680
00:27:55,774 --> 00:27:56,095
Right.
681
00:27:56,190 --> 00:28:01,789
So if you don't train them in hands on demo,
that's that's the missing link a lot of times.
682
00:28:01,789 --> 00:28:02,269
That's right.
683
00:28:02,269 --> 00:28:04,990
You know, it's always like fine tune that
training of the how.
684
00:28:04,990 --> 00:28:09,950
Now after they've been trained, they can go
back to the how column as a refresher.
685
00:28:10,964 --> 00:28:16,325
Because they've already been trained, and maybe
they forgot detail c, go back, look at, oh,
686
00:28:16,325 --> 00:28:16,565
yeah.
687
00:28:16,565 --> 00:28:17,125
That's what I get.
688
00:28:17,125 --> 00:28:19,765
And they go back and they do it because they've
been trained in it.
689
00:28:19,765 --> 00:28:20,005
Right?
690
00:28:20,005 --> 00:28:26,559
So I I love this concept because it's so
important that owners, operations managers,
691
00:28:26,559 --> 00:28:29,599
anyone else, they understand kind of those
three columns.
692
00:28:29,599 --> 00:28:30,160
Right.
693
00:28:30,160 --> 00:28:34,399
If they've got all three together, now you've
eliminated the excuses.
694
00:28:35,039 --> 00:28:35,519
Right?
695
00:28:35,519 --> 00:28:37,919
You can have legitimate expectations.
696
00:28:37,920 --> 00:28:38,079
Right?
697
00:28:38,424 --> 00:28:39,865
Like, there's an expectation now.
698
00:28:39,865 --> 00:28:43,144
You have a scrap maximum you can create.
699
00:28:43,144 --> 00:28:43,784
Mhmm.
700
00:28:43,945 --> 00:28:44,265
K.
701
00:28:44,265 --> 00:28:46,904
And if you go over this level, we're gonna have
a conversation.
702
00:28:46,904 --> 00:28:47,464
Yes.
703
00:28:47,464 --> 00:28:47,785
Okay.
704
00:28:47,785 --> 00:28:49,144
We're gonna find out what's going on.
705
00:28:49,144 --> 00:28:49,384
Right?
706
00:28:49,384 --> 00:28:53,599
It's like, you know, our goal is to, you know,
have none, You know, obviously, you know, but
707
00:28:53,599 --> 00:28:55,440
but, you know, here it is and all that stuff.
708
00:28:55,440 --> 00:28:56,640
So, yeah, I love that.
709
00:28:56,640 --> 00:28:58,640
That that that's an important takeaway.
710
00:28:58,640 --> 00:28:59,519
It's just fun, Rich.
711
00:28:59,519 --> 00:29:06,184
You know, I'm a big stickler on training people
properly, you know, which means the how has to
712
00:29:06,184 --> 00:29:08,345
be documented very, very well.
713
00:29:08,345 --> 00:29:14,424
I tell my clients, you should be able to say,
Hey, Errol, I need you to come and do such and
714
00:29:14,424 --> 00:29:15,225
such today.
715
00:29:15,225 --> 00:29:21,990
And I should be able to walk in, pick up
something, whether it's a physical something or
716
00:29:21,990 --> 00:29:23,509
it's an online something.
717
00:29:23,509 --> 00:29:23,989
Right?
718
00:29:23,990 --> 00:29:27,429
I should be able to follow that and do that
test.
719
00:29:27,429 --> 00:29:30,389
I'll be slower because I don't do it every day.
720
00:29:30,389 --> 00:29:31,029
Right?
721
00:29:31,190 --> 00:29:32,230
But it'll be right.
722
00:29:32,904 --> 00:29:33,464
You know?
723
00:29:33,464 --> 00:29:33,785
Yep.
724
00:29:33,785 --> 00:29:34,664
I should be able to
725
00:29:34,744 --> 00:29:35,464
And done.
726
00:29:35,464 --> 00:29:36,105
Yes.
727
00:29:36,105 --> 00:29:37,785
It'll be right, it'll be done.
728
00:29:37,785 --> 00:29:38,345
Yes.
729
00:29:38,345 --> 00:29:39,625
It's that's the goal.
730
00:29:39,625 --> 00:29:40,424
You're exactly right.
731
00:29:40,424 --> 00:29:44,345
And it's you know, and it it's I'll go back to
the outside eyes concept.
732
00:29:44,585 --> 00:29:46,184
You know, it's almost like you need to do that.
733
00:29:46,559 --> 00:29:46,960
Mhmm.
734
00:29:46,960 --> 00:29:47,519
Like, oh, here.
735
00:29:47,519 --> 00:29:50,799
Just show show me the show me the how, and I'll
I'll walk through it.
736
00:29:50,880 --> 00:29:51,279
I see.
737
00:29:51,279 --> 00:29:52,559
You know, I'll poke holes in it.
738
00:29:52,559 --> 00:29:57,680
You always need I I call it, you need a blind
person to look at this.
739
00:29:57,680 --> 00:29:58,240
Yeah.
740
00:29:58,240 --> 00:29:58,720
You know?
741
00:29:58,720 --> 00:29:59,519
That's kinda sad.
742
00:29:59,519 --> 00:30:00,400
Like, what?
743
00:30:00,400 --> 00:30:02,355
And I go, like, you need a stranger.
744
00:30:02,355 --> 00:30:03,715
You need someone who's never done it.
745
00:30:03,715 --> 00:30:05,075
You gotta pressure test this.
746
00:30:05,075 --> 00:30:06,115
That's how we do it.
747
00:30:06,275 --> 00:30:11,474
If they can get through it again, you said
slower, that's no problem, but done right.
748
00:30:11,555 --> 00:30:11,955
That's right.
749
00:30:11,955 --> 00:30:17,059
Is it is it I do one of my clients, we had to
listen to a solid breakdown, and you know what
750
00:30:17,059 --> 00:30:17,940
people would do?
751
00:30:18,019 --> 00:30:18,579
What they would do?
752
00:30:18,740 --> 00:30:19,859
Down and look at it.
753
00:30:20,099 --> 00:30:21,539
They'd sit down and look at it.
754
00:30:22,099 --> 00:30:22,980
Like, look at it.
755
00:30:22,980 --> 00:30:24,019
Like, stare at it.
756
00:30:24,019 --> 00:30:24,500
Go on.
757
00:30:24,500 --> 00:30:24,900
It's broken.
758
00:30:24,900 --> 00:30:25,859
What do I do now?
759
00:30:25,940 --> 00:30:26,339
Okay.
760
00:30:26,339 --> 00:30:28,500
I think you'd agree that might be an operations
issue.
761
00:30:28,974 --> 00:30:29,294
Yeah.
762
00:30:29,294 --> 00:30:29,694
Okay?
763
00:30:29,694 --> 00:30:34,494
So I'm like so after they sit there for a half
hour, you know, I guess they're letting it sink
764
00:30:34,494 --> 00:30:34,734
in.
765
00:30:34,734 --> 00:30:35,614
It doesn't work.
766
00:30:35,934 --> 00:30:38,414
They get up and they go knock on the owner's
door and say, hey.
767
00:30:38,414 --> 00:30:39,614
The saw is broken.
768
00:30:39,934 --> 00:30:41,614
Like, he's gotta come and fix it.
769
00:30:41,615 --> 00:30:43,375
I'm like, in what world is that okay?
770
00:30:43,669 --> 00:30:44,230
Right.
771
00:30:44,230 --> 00:30:45,990
I go, well I go, okay.
772
00:30:45,990 --> 00:30:47,749
So I said, let's we can fix this.
773
00:30:47,909 --> 00:30:50,549
When you come out, what do you do to fix it?
774
00:30:50,549 --> 00:30:51,750
He goes, well, I call here.
775
00:30:51,750 --> 00:30:53,749
I do this as a troubleshooting line.
776
00:30:53,829 --> 00:30:55,749
They might want pictures just to go, okay.
777
00:30:55,990 --> 00:31:03,065
Write all that down, laminate it and attach it
to the saw and tell them next time this breaks
778
00:31:03,065 --> 00:31:09,704
here's your process, go through do not come in
my office until you've done all of this because
779
00:31:09,704 --> 00:31:11,384
if you do all this it'll be fixed.
780
00:31:12,190 --> 00:31:13,549
That's what the company does.
781
00:31:13,549 --> 00:31:14,670
That's what support support.
782
00:31:14,670 --> 00:31:19,789
So, like, you know, I go, I know, and I'm not
I'm not, you know, being snarky about it, but
783
00:31:19,789 --> 00:31:22,509
I'm like, dude, we can't you you no.
784
00:31:22,509 --> 00:31:23,630
People have to solve problems.
785
00:31:24,365 --> 00:31:24,845
That's right.
786
00:31:24,845 --> 00:31:25,085
You know,
787
00:31:25,085 --> 00:31:26,445
you have to give them the tool
788
00:31:26,605 --> 00:31:26,924
That's right.
789
00:31:27,005 --> 00:31:29,244
To get this thing back online and everything
else.
790
00:31:29,244 --> 00:31:29,565
Right?
791
00:31:29,565 --> 00:31:31,164
So it's it's like work.
792
00:31:31,884 --> 00:31:32,205
Yeah.
793
00:31:32,205 --> 00:31:36,125
It is but I'm kind of astounded even to this
day, Errol.
794
00:31:36,125 --> 00:31:42,639
You may be also that why why is it to someone
like you and I this, like, straight up obvious,
795
00:31:42,639 --> 00:31:44,399
like, it's one zero one stuff?
796
00:31:44,399 --> 00:31:47,599
It's the most basic thing you would do, but
they don't do it.
797
00:31:48,319 --> 00:31:48,720
Right?
798
00:31:48,720 --> 00:31:50,159
They don't have that sheet under.
799
00:31:50,159 --> 00:31:51,414
They don't have the walk through.
800
00:31:51,414 --> 00:31:53,974
They don't have were they just depending on
people?
801
00:31:54,775 --> 00:31:57,974
Like they had people who would figure it out
and they kind of got through and they got it
802
00:31:57,974 --> 00:31:58,295
done.
803
00:31:58,295 --> 00:32:00,294
Like, is that what you see?
804
00:32:00,535 --> 00:32:01,015
Yeah.
805
00:32:01,015 --> 00:32:05,255
You you you see a lot of times you see people
have been in place for a long time.
806
00:32:05,255 --> 00:32:05,414
Right?
807
00:32:05,519 --> 00:32:15,200
And they just know how to do And if that person
goes on vacation or they leave the company,
808
00:32:15,279 --> 00:32:17,039
then it becomes a big issue.
809
00:32:18,559 --> 00:32:23,215
And I think a lot of times, we're too busy.
810
00:32:23,215 --> 00:32:25,615
We're too busy to document how we do things.
811
00:32:26,174 --> 00:32:33,775
And I'm like, No, you're never too busy to
prepare to make sure things are done properly,
812
00:32:34,090 --> 00:32:34,650
Right?
813
00:32:34,650 --> 00:32:36,490
You're never too busy for that.
814
00:32:36,809 --> 00:32:39,210
So I think people know they need to do it.
815
00:32:39,210 --> 00:32:41,529
They just don't take the time to do it.
816
00:32:41,690 --> 00:32:43,130
You know, they they just Yeah.
817
00:32:43,130 --> 00:32:45,610
I I find so here's the thing.
818
00:32:45,610 --> 00:32:46,570
It's guess what?
819
00:32:46,570 --> 00:32:47,289
It's hard work.
820
00:32:47,704 --> 00:32:48,265
Mhmm.
821
00:32:48,265 --> 00:32:48,744
Okay?
822
00:32:48,744 --> 00:32:53,944
To systemize creative is hard, but it's hard
the first time you do it.
823
00:32:54,664 --> 00:32:55,704
Now you have this.
824
00:32:55,704 --> 00:32:59,305
Now the only thing that's gonna happen in the
future, probably for the next five or ten
825
00:32:59,305 --> 00:33:03,559
years, is you're gonna make little subtle
changes in that list because there's an
826
00:33:03,559 --> 00:33:07,079
improvement, maybe it's a different machine,
but you're not starting from scratch every
827
00:33:07,079 --> 00:33:07,160
time.
828
00:33:07,160 --> 00:33:07,559
Right.
829
00:33:08,119 --> 00:33:10,839
And you can empower your people to make those
changes.
830
00:33:10,839 --> 00:33:11,319
That's right.
831
00:33:11,319 --> 00:33:11,880
To continue.
832
00:33:11,880 --> 00:33:13,559
It's just a system update.
833
00:33:13,640 --> 00:33:13,960
Right.
834
00:33:13,960 --> 00:33:14,920
That's all it is.
835
00:33:14,920 --> 00:33:15,240
Right?
836
00:33:15,240 --> 00:33:15,480
Right.
837
00:33:15,984 --> 00:33:20,784
And what I recommend my clients do, because
most of them have team meetings, right?
838
00:33:20,784 --> 00:33:22,384
You have your team meetings.
839
00:33:22,384 --> 00:33:26,865
Well, in your team meeting, just ask this one
question to the employees.
840
00:33:26,865 --> 00:33:29,630
Are your processes still working for you?
841
00:33:29,630 --> 00:33:33,789
And and if if they have if they feel free to
talk, that's another culture.
842
00:33:33,789 --> 00:33:34,269
Right?
843
00:33:34,269 --> 00:33:36,990
If they feel free to talk, well, they'll bring
up things.
844
00:33:36,990 --> 00:33:40,990
You know, if we could just do this, this would
make things a little bit better.
845
00:33:40,990 --> 00:33:47,144
So you can you don't have to wait a long period
of time to go back and look at how you're doing
846
00:33:47,144 --> 00:33:47,464
things.
847
00:33:47,464 --> 00:33:48,904
It could be a weekly thing.
848
00:33:48,984 --> 00:33:53,384
You know, if you just ask that question and
then you can have that discussion.
849
00:33:53,384 --> 00:33:53,944
Okay.
850
00:33:53,944 --> 00:33:54,825
Yeah, we can do that.
851
00:33:54,825 --> 00:33:55,464
What does it mean?
852
00:33:55,464 --> 00:33:56,744
What do we have to do to do that?
853
00:33:56,744 --> 00:33:58,024
Who's impacted by that?
854
00:33:58,024 --> 00:33:59,470
You can figure all of that out.
855
00:33:59,470 --> 00:33:59,789
Right?
856
00:33:59,789 --> 00:34:05,710
But it's just asking, asking for
recommendations, asking for their input.
857
00:34:05,950 --> 00:34:07,390
The employees already know.
858
00:34:07,390 --> 00:34:08,829
They do the work every day.
859
00:34:08,829 --> 00:34:09,390
Right?
860
00:34:09,469 --> 00:34:09,869
Right.
861
00:34:09,869 --> 00:34:12,184
You know, I was gonna say, Earl, you know what
they do?
862
00:34:12,184 --> 00:34:13,785
You know what they I'll tell you what they do.
863
00:34:13,785 --> 00:34:15,065
They got the system.
864
00:34:15,065 --> 00:34:18,824
They figure out part of the system doesn't
work, so they figure out what does work, and
865
00:34:18,824 --> 00:34:19,864
they just do it.
866
00:34:20,344 --> 00:34:21,785
They never update it.
867
00:34:21,785 --> 00:34:23,545
They just do it to keep things going.
868
00:34:24,150 --> 00:34:27,909
But if you but by if you knew because people
never had those meetings.
869
00:34:28,549 --> 00:34:29,829
They're never asked.
870
00:34:29,829 --> 00:34:30,389
Mhmm.
871
00:34:30,630 --> 00:34:31,029
Okay.
872
00:34:31,029 --> 00:34:32,949
They just fix it because they gotta keep things
moving.
873
00:34:32,949 --> 00:34:33,349
Yep.
874
00:34:33,349 --> 00:34:33,670
Right?
875
00:34:33,670 --> 00:34:36,469
But it's never transferred back onto the sheet,
if you will.
876
00:34:36,469 --> 00:34:36,789
Right.
877
00:34:36,789 --> 00:34:37,429
Right?
878
00:34:37,429 --> 00:34:42,284
So those meetings you're talking about are
critical because and it's open forum.
879
00:34:42,284 --> 00:34:42,844
It's like, hey.
880
00:34:42,844 --> 00:34:44,204
This is we're here to fix stuff.
881
00:34:44,204 --> 00:34:44,525
Right.
882
00:34:44,525 --> 00:34:45,485
So I need to hear.
883
00:34:45,485 --> 00:34:45,885
Right.
884
00:34:45,885 --> 00:34:47,324
There's there's no bad anything.
885
00:34:47,324 --> 00:34:48,525
You're gonna ask a question.
886
00:34:48,525 --> 00:34:49,724
Tell her what's going on.
887
00:34:49,724 --> 00:34:50,765
We gotta fix it.
888
00:34:50,925 --> 00:34:55,650
It's interesting because the other day, was on
a podcast with a guy, and he and we were
889
00:34:55,650 --> 00:34:56,690
talking about hiring.
890
00:34:56,690 --> 00:34:58,849
You know, how you'd hire people and talk to
them.
891
00:34:58,849 --> 00:35:02,050
And he had a really cool strategy I really,
really liked.
892
00:35:02,369 --> 00:35:03,170
And he goes, okay.
893
00:35:03,170 --> 00:35:04,289
Say you're coming on, Ariel.
894
00:35:04,289 --> 00:35:06,609
You're gonna work here at this machine shop or
whatever.
895
00:35:07,355 --> 00:35:11,914
Part of the interview process is you're gonna
go and talk to one of the guys who work on the
896
00:35:11,914 --> 00:35:12,474
floor.
897
00:35:12,554 --> 00:35:13,034
Mhmm.
898
00:35:13,034 --> 00:35:14,074
Just a conversation.
899
00:35:14,074 --> 00:35:15,675
There's no preset questions.
900
00:35:15,914 --> 00:35:18,074
You just go and ask them whatever questions you
want.
901
00:35:19,050 --> 00:35:19,690
Okay.
902
00:35:19,690 --> 00:35:19,929
Okay.
903
00:35:19,929 --> 00:35:21,690
What what really happens out here?
904
00:35:21,690 --> 00:35:22,090
Mhmm.
905
00:35:22,090 --> 00:35:22,809
Like, what's going on?
906
00:35:22,809 --> 00:35:23,769
Tell me about what you're doing.
907
00:35:23,769 --> 00:35:24,250
He's not sure.
908
00:35:24,250 --> 00:35:24,489
Yeah.
909
00:35:24,489 --> 00:35:25,130
It's not so bad.
910
00:35:25,130 --> 00:35:27,690
Mean, this guy he's they're a little quirky,
but they do this.
911
00:35:27,690 --> 00:35:29,530
You're gonna get the real deal.
912
00:35:29,690 --> 00:35:30,090
Mhmm.
913
00:35:30,090 --> 00:35:30,650
Right?
914
00:35:30,650 --> 00:35:32,890
And now and I thought, dude, that's brilliant.
915
00:35:33,305 --> 00:35:33,625
Yeah.
916
00:35:33,625 --> 00:35:33,704
Yeah.
917
00:35:33,704 --> 00:35:36,105
Because, again, they're not stationed right
now.
918
00:35:36,105 --> 00:35:38,184
Now this guy who's coming on board goes, okay.
919
00:35:38,184 --> 00:35:39,224
Maybe I don't wanna work here.
920
00:35:39,224 --> 00:35:40,905
Or, oh, that's really cool.
921
00:35:41,144 --> 00:35:41,305
Yeah.
922
00:35:41,305 --> 00:35:41,945
It's really good.
923
00:35:41,945 --> 00:35:45,144
But but these guys are empowered to be able to
do that.
924
00:35:45,619 --> 00:35:46,019
Yeah.
925
00:35:46,019 --> 00:35:46,340
Right?
926
00:35:46,340 --> 00:35:48,579
So you get this they focus on the people.
927
00:35:48,660 --> 00:35:49,380
You know what I mean?
928
00:35:49,380 --> 00:35:51,539
So it's it's it's it's similar like what you're
saying.
929
00:35:51,539 --> 00:35:53,860
That's and I'm like, I have to share that.
930
00:35:54,179 --> 00:35:54,579
Okay.
931
00:35:54,579 --> 00:35:55,860
So I'm sharing it with you.
932
00:35:55,860 --> 00:35:56,260
Okay.
933
00:35:56,260 --> 00:36:00,739
So but I was just telling people, like, man,
they need to do that because that I never
934
00:36:00,739 --> 00:36:01,219
thought of that.
935
00:36:01,715 --> 00:36:03,474
And I have, like, multiple stages.
936
00:36:03,474 --> 00:36:07,795
They go through an interview, but I'm like, oh,
have them hang out for twenty minutes with a
937
00:36:07,795 --> 00:36:08,515
guy on the floor.
938
00:36:08,515 --> 00:36:08,994
Yeah.
939
00:36:09,235 --> 00:36:09,474
Yeah.
940
00:36:09,474 --> 00:36:10,914
And just have a conversation.
941
00:36:10,914 --> 00:36:11,235
You know?
942
00:36:11,235 --> 00:36:13,554
I was like because that works both ways.
943
00:36:14,409 --> 00:36:14,889
You know?
944
00:36:14,889 --> 00:36:16,809
Because I can get feedback from the employee.
945
00:36:17,050 --> 00:36:18,489
What do you think about this guy?
946
00:36:18,489 --> 00:36:18,809
Right.
947
00:36:18,809 --> 00:36:19,050
And the
948
00:36:19,050 --> 00:36:20,969
and the potential employee's going, yeah.
949
00:36:20,969 --> 00:36:21,929
I'm not working here.
950
00:36:21,929 --> 00:36:22,489
Yeah.
951
00:36:22,489 --> 00:36:22,889
Yeah.
952
00:36:22,889 --> 00:36:24,730
This guy's I'm already bored, man.
953
00:36:24,730 --> 00:36:25,610
I can't wait to work here.
954
00:36:25,610 --> 00:36:26,170
You know what I mean?
955
00:36:26,170 --> 00:36:27,210
Like, I'm gonna do my thing.
956
00:36:27,210 --> 00:36:28,835
So thought that was pretty smart.
957
00:36:28,835 --> 00:36:33,234
And I'm just thinking that from an operations
standpoint, it's almost like what you do.
958
00:36:33,234 --> 00:36:33,394
Right?
959
00:36:33,394 --> 00:36:34,114
You're going in.
960
00:36:34,114 --> 00:36:35,234
You're talking to these guys.
961
00:36:35,234 --> 00:36:36,194
You chat them up.
962
00:36:36,194 --> 00:36:36,835
What's happening?
963
00:36:36,835 --> 00:36:37,635
How's it going?
964
00:36:37,635 --> 00:36:39,394
Gonna watch what you do, man.
965
00:36:39,394 --> 00:36:40,675
Well, tell them why you're doing that.
966
00:36:40,675 --> 00:36:40,994
You know?
967
00:36:40,994 --> 00:36:44,789
And it's that simple feedback from the guys who
have their hands on the
968
00:36:44,949 --> 00:36:45,269
That's right.
969
00:36:45,349 --> 00:36:46,469
On the actual action.
970
00:36:46,469 --> 00:36:46,789
You know?
971
00:36:46,789 --> 00:36:47,429
That's right.
972
00:36:47,429 --> 00:36:49,750
You know, I I had a client here in Houston.
973
00:36:50,550 --> 00:36:52,150
He's a good buddy of mine now.
974
00:36:52,150 --> 00:36:57,335
He had a at that time, he had a Sears garage
door services franchise.
975
00:36:57,335 --> 00:36:57,815
Right?
976
00:36:58,454 --> 00:37:04,135
I asked him, said, hey, man, you have a ride
out with your guys, know, your installers and
977
00:37:04,135 --> 00:37:07,175
and your your your technicians, your repair
technician?
978
00:37:07,175 --> 00:37:07,734
He said, no.
979
00:37:07,969 --> 00:37:10,449
I said, can I ride out, you know, with some of
the guys?
980
00:37:10,449 --> 00:37:11,170
He said, wanna ride?
981
00:37:11,170 --> 00:37:12,289
My guys were like, yeah.
982
00:37:12,369 --> 00:37:14,049
Well, it was middle of the summer, Richard.
983
00:37:14,049 --> 00:37:15,650
It was like July.
984
00:37:15,650 --> 00:37:16,289
Houston.
985
00:37:16,289 --> 00:37:16,529
Yeah.
986
00:37:16,529 --> 00:37:17,329
It was Houston.
987
00:37:17,569 --> 00:37:18,289
And you wanna ride?
988
00:37:18,289 --> 00:37:18,929
Said, yeah, man.
989
00:37:18,929 --> 00:37:19,809
I wanna you know?
990
00:37:19,809 --> 00:37:25,644
So the first guy I rode with in three red
lights, Richard, in three red lights, I knew
991
00:37:25,644 --> 00:37:31,405
where he was from, how long he had been
married, how many kids he had, what their ages
992
00:37:31,405 --> 00:37:31,885
were.
993
00:37:31,885 --> 00:37:33,485
I knew all of that in three red lights.
994
00:37:33,980 --> 00:37:36,059
So we get to his first job.
995
00:37:36,139 --> 00:37:37,980
I said, what are you doing here?
996
00:37:37,980 --> 00:37:39,659
He said, I'm putting up a garage door.
997
00:37:39,739 --> 00:37:41,579
I said, what you need me to do, man?
998
00:37:41,659 --> 00:37:43,019
He said, you gotta help me?
999
00:37:43,019 --> 00:37:48,219
I said, ma'am, I gotta ride in your truck, in
your AC, and and then not help you.
1000
00:37:48,539 --> 00:37:50,514
So, you know, put up garage.
1001
00:37:50,514 --> 00:37:52,114
He didn't even really need me to do that much.
1002
00:37:52,114 --> 00:37:55,155
So the next one, he was putting up a garage
door.
1003
00:37:55,155 --> 00:37:55,394
Right?
1004
00:37:55,394 --> 00:37:56,675
I'm like, what do you need me to do?
1005
00:37:56,675 --> 00:38:05,369
So I'm learning, but I also would ask him, hey
man, if you could get the people in the office
1006
00:38:05,369 --> 00:38:09,369
to do anything that they're not doing now, what
would that be?
1007
00:38:09,369 --> 00:38:11,769
So he started telling me, and I'm writing it
down.
1008
00:38:11,769 --> 00:38:12,410
You know?
1009
00:38:12,570 --> 00:38:13,769
I'm writing it down.
1010
00:38:13,929 --> 00:38:18,855
But but what he didn't know was I had already
asked the office people what could the guys in
1011
00:38:18,855 --> 00:38:19,894
the field do.
1012
00:38:20,534 --> 00:38:25,094
So when he told me what he needed them to do, I
flipped over a couple of players.
1013
00:38:25,094 --> 00:38:26,055
I said, hey, man.
1014
00:38:26,215 --> 00:38:30,135
The people in the office wondering if you could
do what and I just read it to him.
1015
00:38:30,135 --> 00:38:32,054
He said, man, I didn't know they needed me to
do that.
1016
00:38:33,039 --> 00:38:34,319
I said, can you do it?
1017
00:38:34,319 --> 00:38:35,039
He said, yeah, man.
1018
00:38:35,039 --> 00:38:35,760
It's not, it's not.
1019
00:38:35,760 --> 00:38:36,960
I didn't know they needed that.
1020
00:38:36,960 --> 00:38:37,440
Right?
1021
00:38:37,440 --> 00:38:40,480
So now you learning about what he needs.
1022
00:38:40,480 --> 00:38:41,039
Right?
1023
00:38:41,039 --> 00:38:44,559
And giving him a chance to hear what the inside
people need.
1024
00:38:45,014 --> 00:38:46,694
He did it right away.
1025
00:38:46,694 --> 00:38:47,655
He was appreciative.
1026
00:38:48,135 --> 00:38:50,934
I'm in the truck with him, seeing what he deals
with.
1027
00:38:51,654 --> 00:38:55,414
Richard, I learned how to troubleshoot garage
door openers.
1028
00:38:56,135 --> 00:39:01,589
Because like the third guy I wrote, we went to
this lady's house and her her opener wasn't
1029
00:39:01,589 --> 00:39:02,549
working properly.
1030
00:39:02,549 --> 00:39:02,710
Right?
1031
00:39:02,710 --> 00:39:06,389
So I'm just kinda looking around because I've
learned from these, you know, the other two
1032
00:39:06,389 --> 00:39:06,949
guys.
1033
00:39:07,109 --> 00:39:07,989
And I said, hey, man.
1034
00:39:07,989 --> 00:39:09,670
I think it's and I started pointing to him.
1035
00:39:09,670 --> 00:39:12,069
He looked at me, and he said, how do you know
that?
1036
00:39:12,069 --> 00:39:14,150
I said, I learned from your two buddies that I
rode with.
1037
00:39:14,484 --> 00:39:15,525
So, you know, you Right.
1038
00:39:15,525 --> 00:39:18,405
You just build rapport with these guys.
1039
00:39:18,484 --> 00:39:23,364
Plus, it it gives you an opportunity to bridge
the department.
1040
00:39:23,364 --> 00:39:23,925
Right?
1041
00:39:24,244 --> 00:39:24,965
Right.
1042
00:39:25,445 --> 00:39:27,045
So it to me, it's just fun.
1043
00:39:27,045 --> 00:39:27,364
You know?
1044
00:39:27,364 --> 00:39:28,885
Why wouldn't you wanna do that?
1045
00:39:29,730 --> 00:39:30,130
I don't know.
1046
00:39:30,130 --> 00:39:32,210
I'm the craziest consumer in the I don't you
know?
1047
00:39:32,769 --> 00:39:33,570
I love it.
1048
00:39:33,570 --> 00:39:34,369
I love it, Earl.
1049
00:39:34,369 --> 00:39:39,250
I think I think, you know, the the whole
takeaway on that is communication.
1050
00:39:40,050 --> 00:39:43,329
This is where and I'm telling you, I don't care
what the industry is.
1051
00:39:43,329 --> 00:39:43,809
Me either.
1052
00:39:44,125 --> 00:39:45,644
That's where the ball gets dropped.
1053
00:39:45,644 --> 00:39:45,965
Uh-huh.
1054
00:39:45,965 --> 00:39:46,925
It's communication.
1055
00:39:46,925 --> 00:39:47,485
Uh-huh.
1056
00:39:47,485 --> 00:39:47,805
Uh-huh.
1057
00:39:47,805 --> 00:39:49,085
People are terrible at it.
1058
00:39:49,085 --> 00:39:49,565
Yep.
1059
00:39:49,565 --> 00:39:50,285
Terrible.
1060
00:39:50,285 --> 00:39:50,525
Yeah.
1061
00:39:50,525 --> 00:39:51,485
I was terrible at it.
1062
00:39:51,485 --> 00:39:52,605
I still am kinda terrible.
1063
00:39:52,605 --> 00:39:56,844
But I'm better but but communication where it's
at, they don't they haven't created the
1064
00:39:56,844 --> 00:39:57,724
communication channels.
1065
00:39:57,929 --> 00:39:58,329
Uh-huh.
1066
00:39:58,329 --> 00:39:59,929
They don't know how to get the right feedback.
1067
00:39:59,929 --> 00:40:00,250
Mhmm.
1068
00:40:00,250 --> 00:40:01,769
They don't know when to ask for it.
1069
00:40:01,769 --> 00:40:03,210
They don't know what to do with it.
1070
00:40:03,289 --> 00:40:03,609
Right?
1071
00:40:03,609 --> 00:40:05,050
That's all part of communication.
1072
00:40:05,050 --> 00:40:06,969
I deal a lot with construction and trades guys.
1073
00:40:06,969 --> 00:40:07,210
Right?
1074
00:40:07,210 --> 00:40:07,769
Same thing.
1075
00:40:07,769 --> 00:40:08,969
Service, home services.
1076
00:40:08,969 --> 00:40:09,289
Yeah.
1077
00:40:09,289 --> 00:40:11,210
Boy, they're the worst communicators in the
world.
1078
00:40:12,264 --> 00:40:12,664
Okay.
1079
00:40:12,664 --> 00:40:14,184
Look up any reviews.
1080
00:40:14,505 --> 00:40:17,385
It's the number one complaint across the board.
1081
00:40:17,465 --> 00:40:18,425
They don't tell us this.
1082
00:40:18,425 --> 00:40:19,304
They don't tell what they've done.
1083
00:40:19,304 --> 00:40:20,505
They don't tell me we're gonna show up.
1084
00:40:20,505 --> 00:40:22,985
They just show up as a it's all based on
communication.
1085
00:40:23,065 --> 00:40:23,545
Yep.
1086
00:40:23,545 --> 00:40:24,105
You know?
1087
00:40:24,105 --> 00:40:25,545
And you just pointed it out too.
1088
00:40:25,900 --> 00:40:28,380
No one but the officers are communicating with
the field.
1089
00:40:28,380 --> 00:40:28,699
Yep.
1090
00:40:28,699 --> 00:40:32,780
It's the general in the tent not taking the
field guys' analysis.
1091
00:40:32,780 --> 00:40:33,260
Yep.
1092
00:40:33,260 --> 00:40:33,579
Yep.
1093
00:40:33,579 --> 00:40:34,940
You know, they're not getting the feedback.
1094
00:40:34,940 --> 00:40:38,139
It's and you think it should be just straight
up obvious.
1095
00:40:39,054 --> 00:40:42,414
You'd assume it happens, but it just doesn't.
1096
00:40:42,735 --> 00:40:42,974
Well
1097
00:40:43,135 --> 00:40:46,255
But if you can dial it in in the company, if
you can dial that in
1098
00:40:46,414 --> 00:40:46,735
Yeah.
1099
00:40:46,735 --> 00:40:53,090
That's the game changer because and the the
same guy who said about talk to the the
1100
00:40:53,090 --> 00:40:57,809
interview with a guy who actually working on
the floor also said this, and I I love it.
1101
00:40:58,050 --> 00:41:00,930
He goes, you don't focus on your customer.
1102
00:41:01,409 --> 00:41:02,929
You focus on your people.
1103
00:41:02,929 --> 00:41:06,610
If you focus on your people, how do you not
serve the customer well?
1104
00:41:06,610 --> 00:41:07,090
That's right.
1105
00:41:07,335 --> 00:41:07,974
That's right.
1106
00:41:07,974 --> 00:41:08,295
Right.
1107
00:41:08,295 --> 00:41:11,974
So it's like, I go this, I love those little
kind of nuggets.
1108
00:41:11,974 --> 00:41:12,534
Yeah.
1109
00:41:13,014 --> 00:41:15,974
Like this, just that, oh, that totally makes
sense.
1110
00:41:15,974 --> 00:41:16,295
Yeah.
1111
00:41:16,295 --> 00:41:16,934
You know what I mean?
1112
00:41:16,934 --> 00:41:19,974
Everyone's all customer focused, which you need
to be, I get it.
1113
00:41:20,519 --> 00:41:23,960
But you're ignoring the what makes the customer
experience great.
1114
00:41:23,960 --> 00:41:24,840
That's right.
1115
00:41:25,000 --> 00:41:25,320
Is those
1116
00:41:25,320 --> 00:41:28,280
things well connected internally, Richard.
1117
00:41:28,679 --> 00:41:34,135
The the you can't help, but good things flow
out to the customer, right?
1118
00:41:34,135 --> 00:41:37,014
Because things are going well internally.
1119
00:41:37,094 --> 00:41:44,775
It's when there's disconnects internally and
that the customer experiences negative, right?
1120
00:41:44,855 --> 00:41:46,855
You can always look back.
1121
00:41:46,855 --> 00:41:52,430
If a customer has a negative experience, I'm
always wanting to why, right?
1122
00:41:52,750 --> 00:41:53,469
Why?
1123
00:41:53,469 --> 00:41:55,550
What led to that?
1124
00:41:55,630 --> 00:41:59,949
And a lot of times it's because something
didn't happen right internally, right?
1125
00:41:59,949 --> 00:42:02,429
Why haven't I received my shipment yet?
1126
00:42:02,429 --> 00:42:02,590
Right?
1127
00:42:03,644 --> 00:42:11,244
Okay, I wanna look at what happened when it was
ordered and just follow it along to see where
1128
00:42:12,125 --> 00:42:14,365
did things go wrong, right?
1129
00:42:14,684 --> 00:42:16,605
And then how often is this happening?
1130
00:42:16,929 --> 00:42:20,930
Because if you see the same type of complaint,
then that's a pattern.
1131
00:42:21,650 --> 00:42:24,130
That's a so so what's driving that pattern?
1132
00:42:24,130 --> 00:42:24,610
Yeah.
1133
00:42:24,610 --> 00:42:26,369
Why does it arrive damaged?
1134
00:42:27,170 --> 00:42:28,130
You know, what is that?
1135
00:42:28,130 --> 00:42:29,250
What what does this look like?
1136
00:42:29,250 --> 00:42:30,690
What why why is this this way?
1137
00:42:30,690 --> 00:42:31,250
It's all that.
1138
00:42:31,545 --> 00:42:32,664
You're exactly right.
1139
00:42:32,664 --> 00:42:38,344
I mean, it's like when people that internal,
when everything's flowing, it's like it comes
1140
00:42:38,344 --> 00:42:40,344
out, and I'll use a fluffy term.
1141
00:42:40,344 --> 00:42:42,025
It's like it's done with love.
1142
00:42:42,025 --> 00:42:42,664
Yep.
1143
00:42:42,664 --> 00:42:43,224
Okay?
1144
00:42:43,224 --> 00:42:46,190
It's like, man, these people are my my guys for
me.
1145
00:42:46,190 --> 00:42:48,269
Again, we're digging holes, building water
features.
1146
00:42:48,670 --> 00:42:50,269
I tell people this all the time.
1147
00:42:50,589 --> 00:42:54,429
The homeowners would would compliment me on how
well they work.
1148
00:42:54,429 --> 00:42:56,510
It was a pleasure to watch them work.
1149
00:42:57,309 --> 00:42:58,429
Everyone had their thing.
1150
00:42:58,429 --> 00:42:59,389
Everyone was doing their.
1151
00:42:59,534 --> 00:43:00,574
They do all this.
1152
00:43:00,574 --> 00:43:00,815
You know?
1153
00:43:00,815 --> 00:43:03,614
And they just think it was amazing just to
watch them build this.
1154
00:43:03,614 --> 00:43:03,934
Mhmm.
1155
00:43:03,934 --> 00:43:04,335
Mhmm.
1156
00:43:04,335 --> 00:43:05,214
And see this thing.
1157
00:43:05,214 --> 00:43:08,335
Like, that's the compliment you want from an
operation standpoint.
1158
00:43:08,335 --> 00:43:08,734
Yep.
1159
00:43:08,734 --> 00:43:09,054
Right?
1160
00:43:09,054 --> 00:43:12,014
Because they literally get to sit in their
living room, look out the windows sipping
1161
00:43:12,014 --> 00:43:12,974
lemonade Yep.
1162
00:43:13,054 --> 00:43:14,494
While your guys are sweating and Yeah.
1163
00:43:14,494 --> 00:43:18,359
Holes and doing all this work, but they're
like, that was just the coolest thing I've ever
1164
00:43:18,359 --> 00:43:18,679
seen.
1165
00:43:18,679 --> 00:43:19,159
Yeah.
1166
00:43:19,159 --> 00:43:19,400
Yeah.
1167
00:43:19,400 --> 00:43:19,800
You know?
1168
00:43:19,800 --> 00:43:25,239
And it's like that that that was our goal was
to hear people say that and just get this
1169
00:43:25,239 --> 00:43:27,000
compliment, you know, the finished project.
1170
00:43:27,000 --> 00:43:27,320
Hey.
1171
00:43:27,320 --> 00:43:30,599
You guys almost spent more time cleaning up
than you did building the whole thing.
1172
00:43:31,034 --> 00:43:35,835
But the attention to detail on exiting the
property was this big thing.
1173
00:43:35,835 --> 00:43:39,514
I'm like, we did all that on purpose because we
understand what matters.
1174
00:43:39,514 --> 00:43:39,914
Right?
1175
00:43:39,914 --> 00:43:41,914
And we we worked on that internal stuff.
1176
00:43:41,914 --> 00:43:43,355
So, yeah, that's good stuff.
1177
00:43:43,355 --> 00:43:44,394
That's such good stuff.
1178
00:43:44,394 --> 00:43:44,795
Now what?
1179
00:43:45,099 --> 00:43:45,819
It's fun.
1180
00:43:45,819 --> 00:43:46,619
It's fun, man.
1181
00:43:46,619 --> 00:43:47,500
It's fun.
1182
00:43:47,500 --> 00:43:48,380
It's fun.
1183
00:43:48,940 --> 00:43:50,059
The f word.
1184
00:43:50,059 --> 00:43:51,260
I like the f word.
1185
00:43:51,260 --> 00:43:52,139
It's fun.
1186
00:43:52,139 --> 00:43:52,380
Yeah.
1187
00:43:52,380 --> 00:43:52,859
That's fun.
1188
00:43:52,859 --> 00:43:53,260
Okay.
1189
00:43:53,260 --> 00:43:54,059
It's it's good.
1190
00:43:54,059 --> 00:44:00,494
And and that's why people like you, like and I
I have a great respect because people who get
1191
00:44:00,494 --> 00:44:04,735
into the weeds, like, and they like it and they
create this.
1192
00:44:04,894 --> 00:44:06,255
It's like guys who are coders.
1193
00:44:06,255 --> 00:44:06,574
Right?
1194
00:44:06,574 --> 00:44:08,175
And they're like, I won't code anything.
1195
00:44:08,175 --> 00:44:08,494
Okay?
1196
00:44:08,494 --> 00:44:08,894
Mhmm.
1197
00:44:08,894 --> 00:44:11,214
I have a hard time remembering the code for the
alarm system.
1198
00:44:11,214 --> 00:44:11,454
Okay?
1199
00:44:11,454 --> 00:44:13,694
Let alone create something that you know what
mean?
1200
00:44:13,694 --> 00:44:20,989
So so it's so I just but when they're so anyone
is into what they do, I love a fanatic.
1201
00:44:21,070 --> 00:44:22,589
I guess that's the best way to say it.
1202
00:44:22,589 --> 00:44:22,829
Yeah.
1203
00:44:22,829 --> 00:44:27,550
Someone who, like, lives for operation, someone
lives for systemization, stuff like that.
1204
00:44:27,550 --> 00:44:28,909
I just love those people.
1205
00:44:28,909 --> 00:44:29,150
Yeah.
1206
00:44:29,424 --> 00:44:29,824
Right?
1207
00:44:29,824 --> 00:44:32,464
Because they're gonna come in and do what you
could never do.
1208
00:44:32,704 --> 00:44:33,264
Yeah.
1209
00:44:33,505 --> 00:44:36,065
And whatever you're paying them is worth every
penny.
1210
00:44:36,784 --> 00:44:36,864
Know?
1211
00:44:36,864 --> 00:44:39,184
Because what it does in the overall.
1212
00:44:39,424 --> 00:44:39,984
Right.
1213
00:44:39,984 --> 00:44:43,105
When I was a kid, Richard, my dad said this to
me.
1214
00:44:43,105 --> 00:44:47,190
He said, boy, you see things from a whole
different angle.
1215
00:44:49,030 --> 00:44:51,030
He said, that could be a good thing, sir.
1216
00:44:51,910 --> 00:44:53,590
And I always ask a lot of questions.
1217
00:44:53,590 --> 00:44:56,230
Even as a kid, Richard, I always ask a lot of
questions.
1218
00:44:56,230 --> 00:44:56,789
Why, why?
1219
00:44:57,255 --> 00:44:58,694
And you know, what happens?
1220
00:44:58,694 --> 00:45:00,775
And so how do you, why do you do it that way?
1221
00:45:00,775 --> 00:45:03,335
What, I would, I was always asking questions.
1222
00:45:03,335 --> 00:45:06,695
And my dad said, well, you, you see things from
a totally different angle.
1223
00:45:07,174 --> 00:45:09,094
So that's just part of who I am.
1224
00:45:09,094 --> 00:45:12,760
It's just being able, It's just the way my head
works.
1225
00:45:12,760 --> 00:45:13,319
It's crazy.
1226
00:45:13,319 --> 00:45:14,760
I stopped trying to figure it out.
1227
00:45:14,760 --> 00:45:15,960
Like, why do I think I
1228
00:45:17,159 --> 00:45:17,480
stopped.
1229
00:45:17,480 --> 00:45:17,800
Right.
1230
00:45:17,800 --> 00:45:22,280
But you channeled it, but you, but the key to
that though, Ariel, is you channeled it.
1231
00:45:23,175 --> 00:45:25,815
You channeled that in a place you could be a
benefit.
1232
00:45:25,815 --> 00:45:26,295
Yeah.
1233
00:45:26,295 --> 00:45:26,695
Yeah.
1234
00:45:26,695 --> 00:45:30,535
See, because you can have that, you know, when
when you're three, you ask question, why?
1235
00:45:30,535 --> 00:45:30,855
Why?
1236
00:45:30,855 --> 00:45:31,094
Right?
1237
00:45:31,094 --> 00:45:34,454
Like a three year old, like, asks a bunch of
questions because they don't know any other
1238
00:45:34,454 --> 00:45:34,934
words.
1239
00:45:35,094 --> 00:45:36,695
Pretty much understand why.
1240
00:45:36,695 --> 00:45:40,829
But but when you turn the gift, the curiosity
Mhmm.
1241
00:45:40,909 --> 00:45:46,110
The question in and channeled into a a
functionable, employable cert you know?
1242
00:45:46,110 --> 00:45:46,510
Mhmm.
1243
00:45:46,510 --> 00:45:48,110
You're you're an asset.
1244
00:45:48,190 --> 00:45:49,070
You become an asset.
1245
00:45:49,070 --> 00:45:49,869
That's what I'm trying to say.
1246
00:45:49,934 --> 00:45:50,255
Yeah.
1247
00:45:50,255 --> 00:45:54,015
You become an asset to whoever you're working
for or to yourself by creating the business.
1248
00:45:54,015 --> 00:45:54,335
Yeah.
1249
00:45:54,335 --> 00:45:54,574
Yeah.
1250
00:45:54,574 --> 00:45:54,894
Right?
1251
00:45:54,894 --> 00:45:58,015
So that too many people don't recognize their
gifts.
1252
00:45:58,015 --> 00:45:58,974
That would the question.
1253
00:45:58,974 --> 00:46:00,175
Your father saw it early.
1254
00:46:00,175 --> 00:46:01,695
That's that's wise.
1255
00:46:01,695 --> 00:46:02,574
He had a wise father.
1256
00:46:02,670 --> 00:46:06,030
He saw that and, like, he he lets you know
that's a good thing.
1257
00:46:06,030 --> 00:46:06,510
Yeah.
1258
00:46:06,750 --> 00:46:07,069
Yeah.
1259
00:46:07,069 --> 00:46:07,309
Right?
1260
00:46:07,309 --> 00:46:09,150
Instead of saying, stop asking so many
questions.
1261
00:46:09,150 --> 00:46:09,550
Yeah.
1262
00:46:09,630 --> 00:46:10,190
Yeah.
1263
00:46:10,190 --> 00:46:10,670
Right?
1264
00:46:10,670 --> 00:46:12,190
It's like, leave me alone.
1265
00:46:12,190 --> 00:46:12,510
Yeah.
1266
00:46:12,510 --> 00:46:13,710
It's like like, okay.
1267
00:46:13,710 --> 00:46:17,389
Well because then they can think and say, well,
keep asking and keep figuring it
1268
00:46:17,389 --> 00:46:17,469
out.
1269
00:46:17,594 --> 00:46:18,074
Right.
1270
00:46:18,074 --> 00:46:20,155
Don't just ask the questions, create the
solutions.
1271
00:46:20,155 --> 00:46:20,635
Right.
1272
00:46:20,635 --> 00:46:20,954
Right.
1273
00:46:20,954 --> 00:46:21,195
Right.
1274
00:46:21,195 --> 00:46:21,755
Right.
1275
00:46:21,755 --> 00:46:21,914
Right.
1276
00:46:21,914 --> 00:46:23,195
Because that's step two.
1277
00:46:23,275 --> 00:46:24,394
Questions are good.
1278
00:46:24,795 --> 00:46:26,715
You you need to be a problem solver.
1279
00:46:27,034 --> 00:46:27,275
You you
1280
00:46:27,275 --> 00:46:29,275
need Next thing, don't bring me another
question.
1281
00:46:29,275 --> 00:46:30,155
Bring me a solution.
1282
00:46:30,960 --> 00:46:35,519
Even in going back to what we were talking
about earlier, Richard, about an employee that
1283
00:46:35,519 --> 00:46:38,320
may be exhibiting not so great behavior.
1284
00:46:38,320 --> 00:46:40,960
I want to know, is that normal for them?
1285
00:46:40,960 --> 00:46:42,079
Is that their normal pattern?
1286
00:46:42,079 --> 00:46:42,719
There you go.
1287
00:46:43,199 --> 00:46:43,760
Right?
1288
00:46:43,760 --> 00:46:44,960
Because we all have patterns.
1289
00:46:45,355 --> 00:46:47,275
Is that their normal pattern?
1290
00:46:47,275 --> 00:46:50,954
Have they always been like this and y'all just
haven't addressed it?
1291
00:46:50,954 --> 00:46:51,114
Right?
1292
00:46:51,114 --> 00:46:52,715
I wanna know that first.
1293
00:46:52,715 --> 00:46:53,035
Right?
1294
00:46:53,035 --> 00:46:55,835
Then I'm like, okay, you should have addressed
it a long time ago.
1295
00:46:55,835 --> 00:46:57,835
But if you can tell me, you know what?
1296
00:46:58,074 --> 00:47:06,340
You know, here recently something has changed,
you know, then I wanna know what's driving that
1297
00:47:06,340 --> 00:47:08,099
change in behavior.
1298
00:47:08,179 --> 00:47:09,300
What has happened?
1299
00:47:09,619 --> 00:47:15,214
Well, this employee has totally shifted from
what, from their normal pattern.
1300
00:47:15,214 --> 00:47:16,494
You know, what has happened?
1301
00:47:16,494 --> 00:47:21,214
So even in dealing with people, I want to know,
you know, who, what, when, where, why, and how.
1302
00:47:21,214 --> 00:47:21,934
I want to know that.
1303
00:47:21,934 --> 00:47:22,414
So
1304
00:47:23,135 --> 00:47:25,375
it's just a part of my DNA, man.
1305
00:47:25,375 --> 00:47:26,974
You know, you talk about gifts.
1306
00:47:27,760 --> 00:47:30,960
I tell people, most of us have multiple gifts.
1307
00:47:30,960 --> 00:47:31,760
We all have at
1308
00:47:31,760 --> 00:47:32,320
least one.
1309
00:47:32,640 --> 00:47:34,480
We all have at least one.
1310
00:47:34,480 --> 00:47:38,400
And I tell people, lean to your gift.
1311
00:47:39,695 --> 00:47:42,255
Then it's not you don't feel like you're
working.
1312
00:47:42,735 --> 00:47:43,215
That's it.
1313
00:47:43,215 --> 00:47:44,815
I definitely don't feel like I'm working.
1314
00:47:44,815 --> 00:47:48,815
It's it's like I get to do what I love, you
know, every day, man.
1315
00:47:48,815 --> 00:47:50,335
So Well,
1316
00:47:51,295 --> 00:47:56,570
and that arrow for you, you're like kinda like
me when you you're basically like a turnaround
1317
00:47:56,570 --> 00:47:57,210
expert.
1318
00:47:58,329 --> 00:48:03,770
You come in and turn this around and fix it,
you take pro productivity from Vista up by 12%,
1319
00:48:04,170 --> 00:48:07,050
up by 15%, and all of sudden you're doing that
like, wow.
1320
00:48:07,755 --> 00:48:14,315
And then you go look at the bottom line that
that 15% increase makes a serious shift on on a
1321
00:48:14,315 --> 00:48:15,994
on a bottom line on the company.
1322
00:48:15,994 --> 00:48:16,315
Right?
1323
00:48:16,315 --> 00:48:16,714
Same thing.
1324
00:48:16,714 --> 00:48:17,434
I do the same thing.
1325
00:48:17,434 --> 00:48:23,130
When I uncover, you know, lost profits and even
though we're missing, you know, we we recover
1326
00:48:23,130 --> 00:48:23,369
that.
1327
00:48:23,369 --> 00:48:24,250
They're like, oh, wow.
1328
00:48:24,250 --> 00:48:25,530
I go, that that's really cool.
1329
00:48:25,530 --> 00:48:25,849
Right?
1330
00:48:25,849 --> 00:48:26,170
Right.
1331
00:48:26,170 --> 00:48:26,890
Now you can operate.
1332
00:48:26,890 --> 00:48:28,890
It's just that's the joy we get.
1333
00:48:28,890 --> 00:48:34,235
When I create profit, freedom, impact in a
business and they get that stuff, that's that's
1334
00:48:34,235 --> 00:48:34,954
why we do it.
1335
00:48:34,954 --> 00:48:35,275
Yeah.
1336
00:48:35,275 --> 00:48:35,515
Right?
1337
00:48:35,515 --> 00:48:37,195
So for us, it's not work.
1338
00:48:37,515 --> 00:48:38,555
It's like just, hey.
1339
00:48:38,555 --> 00:48:40,075
This is just another challenge.
1340
00:48:40,155 --> 00:48:40,795
Let's do that.
1341
00:48:40,795 --> 00:48:42,074
I'll turn this around for you.
1342
00:48:42,074 --> 00:48:48,875
And operations, you know, just to kinda put the
bow on this whole conversation is I don't know
1343
00:48:48,875 --> 00:48:51,489
what there's no business that doesn't operate.
1344
00:48:51,489 --> 00:48:51,889
Mhmm.
1345
00:48:51,889 --> 00:48:52,369
Okay?
1346
00:48:52,369 --> 00:48:52,690
Yeah.
1347
00:48:52,690 --> 00:48:58,049
I know I'm stating the obvious here, captain
obvious, but but I don't think people always
1348
00:48:58,049 --> 00:49:01,969
put it in that perspective on the critical
aspect of it.
1349
00:49:01,969 --> 00:49:04,075
Like, it's not a it's not a focus.
1350
00:49:04,075 --> 00:49:06,155
It gets done, but it's not a focus.
1351
00:49:06,635 --> 00:49:10,875
Like, because you can it's it's like it's like
it's like tweaking a race car engine.
1352
00:49:10,875 --> 00:49:11,355
Right?
1353
00:49:11,434 --> 00:49:14,075
You're trying to get another quarter horsepower
1354
00:49:14,235 --> 00:49:14,635
Mhmm.
1355
00:49:14,715 --> 00:49:17,594
A little bit, you're just trying to get the
fire just right.
1356
00:49:17,949 --> 00:49:19,390
Like that's operations.
1357
00:49:19,550 --> 00:49:21,230
It's an ongoing thing.
1358
00:49:21,230 --> 00:49:23,150
It's not set it and forget it.
1359
00:49:24,750 --> 00:49:25,390
So and
1360
00:49:25,469 --> 00:49:29,230
see operations is That's
1361
00:49:29,230 --> 00:49:29,710
right.
1362
00:49:29,789 --> 00:49:32,190
Sales is sexy.
1363
00:49:32,190 --> 00:49:33,070
Gets a lot of the attention.
1364
00:49:34,005 --> 00:49:35,125
Sales is sexy.
1365
00:49:35,204 --> 00:49:37,125
Operation is not right.
1366
00:49:37,605 --> 00:49:38,244
Yeah.
1367
00:49:38,244 --> 00:49:38,404
Yeah.
1368
00:49:38,404 --> 00:49:41,364
It's, it's, it's really no one wants to see the
sausage being made.
1369
00:49:41,364 --> 00:49:41,844
Right.
1370
00:49:42,085 --> 00:49:42,244
Right.
1371
00:49:42,244 --> 00:49:43,204
They definitely want to eat it.
1372
00:49:43,204 --> 00:49:43,444
Right.
1373
00:49:43,444 --> 00:49:44,804
But they don't want to watch it being made.
1374
00:49:44,804 --> 00:49:45,125
Okay.
1375
00:49:45,125 --> 00:49:47,364
So that's, that's where we're at.
1376
00:49:47,429 --> 00:49:47,829
Right?
1377
00:49:47,829 --> 00:49:51,510
You're back to let's, you know, we're going to
have a great end product, but that's because
1378
00:49:51,510 --> 00:49:53,030
the operation is dialed in.
1379
00:49:53,190 --> 00:49:53,750
Right?
1380
00:49:54,069 --> 00:49:56,710
Yeah, this really, really, really, really cool.
1381
00:49:56,710 --> 00:49:58,389
So give us some parting words.
1382
00:49:59,030 --> 00:49:59,429
Okay.
1383
00:49:59,429 --> 00:50:02,244
On the operations side, kind of what you've
been doing, what you're doing.
1384
00:50:02,244 --> 00:50:05,525
Also, when you're done with that, you're gonna
give how we can get in touch with you.
1385
00:50:05,525 --> 00:50:06,644
Guys wanna talk to you.
1386
00:50:06,644 --> 00:50:10,485
Maybe have you come in for their operations and
get that squared away.
1387
00:50:10,485 --> 00:50:12,164
Well, let's let's give that information as
well.
1388
00:50:12,469 --> 00:50:15,989
You know, Richard, I I primarily focus on
processes.
1389
00:50:15,989 --> 00:50:17,670
What do your processes look like?
1390
00:50:17,670 --> 00:50:22,389
Let's flow them out and look at them and see
where there are opportunities to improve them.
1391
00:50:22,389 --> 00:50:22,789
Right?
1392
00:50:22,789 --> 00:50:25,909
You know, KPIs, that's another sexy word.
1393
00:50:25,909 --> 00:50:29,305
So it's just a number.
1394
00:50:29,305 --> 00:50:29,945
That's all it is.
1395
00:50:29,945 --> 00:50:34,744
It's a number you've decided, you know, that
you want to reach in this area of your
1396
00:50:34,744 --> 00:50:35,305
business.
1397
00:50:35,305 --> 00:50:35,625
Right.
1398
00:50:35,625 --> 00:50:39,704
But I want to know what processes drive that
number.
1399
00:50:40,670 --> 00:50:43,230
What processes are connected to that number?
1400
00:50:43,230 --> 00:50:48,110
I want to know that since you say that's your
goal, let's identify what process.
1401
00:50:48,269 --> 00:50:50,829
So I like doing that.
1402
00:50:51,550 --> 00:50:59,164
But I really like making sure that you have the
right training tools to train your people.
1403
00:50:59,164 --> 00:51:03,724
And when you document your processes, you're
creating the training tool.
1404
00:51:03,724 --> 00:51:04,125
You are.
1405
00:51:05,180 --> 00:51:05,980
That's it.
1406
00:51:06,059 --> 00:51:14,460
If you can think long term, the long term
impact of documenting your process, what is
1407
00:51:14,460 --> 00:51:17,900
connected to documenting your processes and get
through it.
1408
00:51:17,900 --> 00:51:23,894
Once you get on the other side of that, man,
the benefits are just wow, you know.
1409
00:51:24,295 --> 00:51:24,694
Yeah.
1410
00:51:24,694 --> 00:51:27,335
So I really focus on that man.
1411
00:51:27,335 --> 00:51:30,855
It's in my mind processes make the world go
around.
1412
00:51:31,734 --> 00:51:32,054
Yep.
1413
00:51:32,789 --> 00:51:33,750
Amen.
1414
00:51:34,070 --> 00:51:34,869
I love it.
1415
00:51:34,869 --> 00:51:35,349
I love it.
1416
00:51:35,349 --> 00:51:36,630
So how do people get in touch with you?
1417
00:51:36,630 --> 00:51:38,550
How do they follow you, connect with you?
1418
00:51:38,630 --> 00:51:41,750
Connect with me on LinkedIn, Errol Allen on
LinkedIn.
1419
00:51:42,070 --> 00:51:45,510
You can go to my website,
documentyourprocesses.com.
1420
00:51:46,715 --> 00:51:47,355
Nice.
1421
00:51:47,434 --> 00:51:53,914
You can send me a message through there or hit
me via email, erroerralallenconsultant dot com.
1422
00:51:54,315 --> 00:51:56,315
Or if you just wanna call me, you know, two.
1423
00:51:59,769 --> 00:52:00,809
Excellent.
1424
00:52:01,130 --> 00:52:01,929
Excellent.
1425
00:52:02,170 --> 00:52:03,130
I love it, Errol.
1426
00:52:03,130 --> 00:52:04,089
This has been great, man.
1427
00:52:04,089 --> 00:52:06,170
We've hit some really good stuff on operations.
1428
00:52:06,170 --> 00:52:07,210
It's been a real pleasure.
1429
00:52:07,210 --> 00:52:12,809
I think you're my first, like, legit operations
guy who first is on that only.
1430
00:52:13,085 --> 00:52:13,565
Yeah.
1431
00:52:13,565 --> 00:52:14,764
I've had systems.
1432
00:52:14,764 --> 00:52:19,244
We've done something like that, but this is
this is a little more in the super hands on.
1433
00:52:19,244 --> 00:52:19,804
Yeah.
1434
00:52:19,884 --> 00:52:20,684
And I like it.
1435
00:52:20,684 --> 00:52:21,005
Yeah.
1436
00:52:21,005 --> 00:52:22,525
I love the whole conversation, man.
1437
00:52:22,525 --> 00:52:23,565
This has really been great.
1438
00:52:23,565 --> 00:52:25,484
So I know it's been a lot of value to my
listeners.
1439
00:52:25,484 --> 00:52:27,404
So thanks for giving us the time today.
1440
00:52:27,404 --> 00:52:28,444
It's been fantastic.
1441
00:52:28,719 --> 00:52:33,760
And for everybody else, we will see you on the
next STS podcast.
1442
00:52:34,079 --> 00:52:38,960
And don't forget, revenue feeds the ego, profit
feeds the family.
1443
00:52:39,039 --> 00:52:43,885
So if you wanna see how I can show you at least
a hundred thousand dollars in hidden annual
1444
00:52:43,885 --> 00:52:49,244
profits in less than three minutes and not only
show you where, but how to create that hundred
1445
00:52:49,244 --> 00:52:55,409
k in six months or less without additional
advertising or marketing spend guaranteed, Just
1446
00:52:55,409 --> 00:52:57,889
go to sharpenthespearcoaching.com.
1447
00:52:57,889 --> 00:52:59,650
See how truly simple it is.
1448
00:52:59,809 --> 00:53:02,529
That's sharpenthespearcoaching.com.
1449
00:53:02,929 --> 00:53:03,729
Do it now.