Systemizing Success: Leadership and Training Insights with Marianne Page

1
00:00:00,000 --> 00:00:03,679
There was just there there were several there
was a financial crisis.
2
00:00:03,679 --> 00:00:10,160
There were so many outside pressures, and also
and that affected in in internally.
3
00:00:10,639 --> 00:00:14,639
But it's it's interesting you're saying about
McDonald's and systems because inside the
4
00:00:14,639 --> 00:00:19,355
business, nobody ever talked about systems and
processes.
5
00:00:19,355 --> 00:00:27,035
You know, I I'd never heard of, you know, Lean
six Sigma or, you know, any any of the I ISO
6
00:00:27,035 --> 00:00:27,835
9,001.
7
00:00:27,835 --> 00:00:30,074
I'd never heard of any of those till I left
McDonald's.
8
00:00:30,890 --> 00:00:35,609
And it was just we just talked about, you know,
the McDonald's way, you know, the McDonald's
9
00:00:35,609 --> 00:00:41,369
way to cook french fries, the McDonald's way to
onboard a franchisee, the McDonald's way to
10
00:00:41,369 --> 00:00:43,369
work with a supplier, for example.
11
00:00:43,770 --> 00:00:51,585
And that McDonald's way got everybody past the
the word process.
12
00:00:51,905 --> 00:00:58,179
Because I don't know about you, Richard, but a
little secret is that the word process shrinks
13
00:00:58,179 --> 00:01:01,780
a little bit of my soul every time I see it.
14
00:01:02,179 --> 00:01:10,260
Because not because I I I love what it does for
a business, but the word itself is is a
15
00:01:10,260 --> 00:01:10,980
blocking word.
16
00:01:11,255 --> 00:01:18,534
It it blocks teams from from following a what I
like to talk about, a simple logical and
17
00:01:18,534 --> 00:01:21,415
repeatable way of doing something, which is all
a system is.
18
00:01:21,415 --> 00:01:21,814
Welcome
19
00:01:22,694 --> 00:01:27,840
to sharpen the spear podcast where we help
manufacturing executives command the front and
20
00:01:27,840 --> 00:01:28,799
win the floor.
21
00:01:28,959 --> 00:01:33,200
I'm Richard Walsh, creator of the Sharpen to
Impact methodology.
22
00:01:33,359 --> 00:01:38,799
And I spent decades helping leaders transform
frontline teams, unlock hidden profit and
23
00:01:38,799 --> 00:01:41,200
capture capacity they didn't even know they
had.
24
00:01:41,734 --> 00:01:47,015
If you wanna see where your leadership gaps are
costing you and how to fix them, head over to
25
00:01:47,015 --> 00:01:52,215
grittolead.com and run the free sharpened
impact simulator today.
26
00:01:52,295 --> 00:01:54,694
Let's sharpen your edge and get started.
27
00:01:58,200 --> 00:02:03,560
And we are back on STS, sharpen the spear
podcast with another incredible guest.
28
00:02:03,560 --> 00:02:05,560
I've got Mary Anne Page with us today.
29
00:02:05,560 --> 00:02:08,599
And, Mary Anne, no one knows Mary Anne better
than Mary Anne.
30
00:02:08,599 --> 00:02:10,754
So, Mary Anne, give us that backstory.
31
00:02:10,754 --> 00:02:13,155
Bring us up to speed, and let's get into the
conversation.
32
00:02:13,394 --> 00:02:14,275
Excellent.
33
00:02:14,275 --> 00:02:15,715
Well, where do I start?
34
00:02:15,715 --> 00:02:21,875
I I suppose I better start where most of what I
do now starts, which is me joining McDonald's
35
00:02:22,169 --> 00:02:25,530
as a an incredibly naive 21 year old.
36
00:02:26,009 --> 00:02:29,770
I'd had a lovely upbringing, but it was very
sheltered.
37
00:02:29,770 --> 00:02:35,770
And I I joined this big organization in the
restaurants as most people do.
38
00:02:36,169 --> 00:02:43,075
And within twelve months, they promoted me to
be a restaurant manager, manager of a million
39
00:02:43,075 --> 00:02:48,675
pound restaurant, million pound plus with a
team of 50 and two 18 year old floor managers
40
00:02:49,075 --> 00:02:50,515
to to support me.
41
00:02:50,995 --> 00:02:57,569
And, you know, I would love to say I was just
naturally talented, but quite honestly, I just
42
00:02:57,569 --> 00:03:01,090
succeeded because I was able to follow their
systems.
43
00:03:01,409 --> 00:03:09,125
And it what I know McDonald's is is one of
those real Marmite organizations.
44
00:03:09,284 --> 00:03:13,924
You know, you love it or you hate it or you get
it or you don't get it.
45
00:03:13,924 --> 00:03:20,449
You know, a lot of people see it as the the
sole reason that the Western world is obese or
46
00:03:20,449 --> 00:03:22,449
the happy meal child catcher.
47
00:03:22,449 --> 00:03:25,169
Do you remember the child catcher at Chitty
Chitty Bang Bang?
48
00:03:25,250 --> 00:03:25,810
Yes.
49
00:03:25,969 --> 00:03:29,409
You know, that that it's one of one of those
things.
50
00:03:29,409 --> 00:03:34,834
But but the truth is that from the inside,
McDonald's is an amazing organization to work
51
00:03:34,834 --> 00:03:38,675
for, and I had a fabulous twenty seven year
career.
52
00:03:39,875 --> 00:03:45,699
Because one of the things they teach you is to
replace yourself, to to develop people, you
53
00:03:45,699 --> 00:03:52,020
know, grow people beneath you who are at least
as good as you, if not better, more often not
54
00:03:52,020 --> 00:04:00,254
better, and then move on to a new role, take on
more responsibility, just grow and develop as a
55
00:04:00,254 --> 00:04:00,814
person.
56
00:04:01,534 --> 00:04:02,574
And I did that.
57
00:04:02,574 --> 00:04:03,935
Oh, I I just looked at it.
58
00:04:03,935 --> 00:04:06,254
I replaced myself four times.
59
00:04:06,974 --> 00:04:12,270
I I suppose, unfortunately, the fourth time,
there wasn't really anywhere anywhere for me to
60
00:04:12,270 --> 00:04:13,789
go within the organization.
61
00:04:13,789 --> 00:04:15,469
It was like, okay.
62
00:04:15,469 --> 00:04:19,629
Well, there's no room in vice president, so I
think I may as well go.
63
00:04:19,790 --> 00:04:29,735
So I I left I left in in 2009 and and have been
building my own global small business, I I like
64
00:04:29,735 --> 00:04:36,055
to refer to it as, because I've got clients in,
you know, Africa, in The US, in Australia, but
65
00:04:36,055 --> 00:04:37,415
it's still a small business.
66
00:04:38,214 --> 00:04:45,040
And I do mostly coaching and consulting with
small to medium sized businesses.
67
00:04:45,040 --> 00:04:48,160
So I so I guess the criteria is usually that
they've got a team.
68
00:04:49,120 --> 00:04:55,395
And then I help them to to build the systems
and the structure that free the business owner
69
00:04:55,395 --> 00:04:59,634
from the day to day, which is what most people
come to me for is I, you know, I am stuck in
70
00:04:59,634 --> 00:05:00,274
the day to day.
71
00:05:00,274 --> 00:05:01,314
I'm so frustrated.
72
00:05:01,314 --> 00:05:03,634
My team don't do things the way I want them to
be done.
73
00:05:03,875 --> 00:05:04,834
Can you help me?
74
00:05:04,834 --> 00:05:11,180
So I do a lot of that, and I've recently moved
with purpose into speaking.
75
00:05:12,620 --> 00:05:18,220
I I love getting up on a stage and having a
bigger impact on a lot of people.
76
00:05:18,220 --> 00:05:19,339
I love the one to one.
77
00:05:19,339 --> 00:05:20,060
Don't get me wrong.
78
00:05:20,060 --> 00:05:26,175
I love working with a with an organization and
with a team, but I really want to get the
79
00:05:26,175 --> 00:05:27,535
message out to more people.
80
00:05:27,535 --> 00:05:31,055
So, you know, thank you for the opportunity to
do that through your podcast.
81
00:05:32,860 --> 00:05:35,900
But I I I also love getting up getting up on
the stage.
82
00:05:35,900 --> 00:05:37,900
It's I get a real buzz, you know.
83
00:05:37,900 --> 00:05:39,100
The mic in my hand.
84
00:05:39,100 --> 00:05:42,060
Funny, I I don't do so well with the Madonna
mic.
85
00:05:42,060 --> 00:05:43,580
It has to be a mic in my hand.
86
00:05:43,580 --> 00:05:44,139
Yeah.
87
00:05:44,460 --> 00:05:44,620
Yeah.
88
00:05:44,620 --> 00:05:45,980
That's when I feel comfortable.
89
00:05:46,425 --> 00:05:51,225
So so that's that's a, I guess, quite a long
introduction to me and who I am.
90
00:05:51,625 --> 00:05:51,865
No.
91
00:05:51,865 --> 00:05:52,345
I love it.
92
00:05:52,345 --> 00:05:54,504
I love it, and that's a that's a lot of
experience at time.
93
00:05:54,504 --> 00:05:57,145
And twenty seven years at McDonald's.
94
00:05:57,384 --> 00:05:57,704
Yeah.
95
00:05:57,704 --> 00:06:02,279
I you know, there there's the there's the like
you said, there's the different sides of it.
96
00:06:02,279 --> 00:06:03,240
We're talking business.
97
00:06:03,240 --> 00:06:03,720
Right?
98
00:06:03,720 --> 00:06:04,279
And Yeah.
99
00:06:04,279 --> 00:06:09,000
Now McDonald's wasn't first in coming up with
systems, okay, or anything like that, but
100
00:06:09,000 --> 00:06:14,185
they're the ones who, like, really kind of
brought it to the brought the forefront,
101
00:06:14,185 --> 00:06:15,545
really, really perfected that stuff.
102
00:06:15,545 --> 00:06:20,745
So they and I remember too for a while, they
were like, they all the systems work well, but
103
00:06:20,745 --> 00:06:21,705
they were struggling.
104
00:06:21,705 --> 00:06:25,145
And you'll probably this is probably during
your time there, not because of you, but
105
00:06:24,839 --> 00:06:29,800
they're they're they're they're struggling to
get the but they were they were struggling
106
00:06:29,800 --> 00:06:31,800
getting the people to work in the system.
107
00:06:32,040 --> 00:06:32,600
Oh, yeah.
108
00:06:32,600 --> 00:06:32,759
Yeah.
109
00:06:32,759 --> 00:06:32,919
Yeah.
110
00:06:32,919 --> 00:06:33,079
Yeah.
111
00:06:33,079 --> 00:06:33,959
Like, that was a big thing.
112
00:06:33,959 --> 00:06:35,560
Like, people are thinking, oh, that's weird.
113
00:06:35,959 --> 00:06:36,120
Yeah.
114
00:06:36,120 --> 00:06:36,680
So when There was
115
00:06:36,680 --> 00:06:36,919
a definite
116
00:06:38,165 --> 00:06:44,644
a definite well, there was a lot of at at same
time, there was a lot of pressure from outside.
117
00:06:44,644 --> 00:06:48,805
You know, there was supersize me was was, you
know Right.
118
00:06:48,805 --> 00:06:51,605
Out there and getting a lot of a lot of
attention.
119
00:06:51,845 --> 00:06:55,769
There was mad cow disease, which really
impacted things.
120
00:06:56,009 --> 00:06:59,689
There was just there there were there was a
financial crisis.
121
00:06:59,689 --> 00:07:05,769
There were so many outside pressures, and also
and that affected in in internally.
122
00:07:06,644 --> 00:07:10,724
But it's it's interesting you're saying about
McDonald's and systems because inside the
123
00:07:10,724 --> 00:07:15,444
business, nobody ever talked about systems and
processes.
124
00:07:15,444 --> 00:07:23,139
You know, I I'd never heard of, you know, Lean
six Sigma or, you know, any any of the I ISO
125
00:07:23,139 --> 00:07:23,939
9,001.
126
00:07:23,939 --> 00:07:26,500
I'd never heard of any of those till I left
McDonald's.
127
00:07:27,060 --> 00:07:31,699
And it was just we just talked about, you know,
the McDonald's way, you know, the McDonald's
128
00:07:31,699 --> 00:07:37,404
way to cook french fries, the McDonald's way to
onboard a franchisee, the McDonald's way to
129
00:07:37,404 --> 00:07:39,485
work with a supplier, for example.
130
00:07:39,884 --> 00:07:47,644
And that McDonald's way got everybody past the
the word process.
131
00:07:48,044 --> 00:07:54,310
Because I don't know about you, Richard, but a
little secret is that the word process shrinks
132
00:07:54,310 --> 00:07:57,830
a little bit of my soul every time I see it.
133
00:07:58,310 --> 00:08:06,285
Because not because I I I love what it does for
a business, but the word itself is is a
134
00:08:06,285 --> 00:08:07,404
blocking word.
135
00:08:07,404 --> 00:08:14,685
It it blocks teams from from following a, what
I like to talk about, a simple logical and
136
00:08:14,685 --> 00:08:17,485
repeatable way of doing something, which is all
a system is.
137
00:08:17,485 --> 00:08:23,160
In in the businesses we are talking to and and
talking about, we don't need the big
138
00:08:23,160 --> 00:08:29,879
sledgehammers of Lean six Sigma and ISO 9,001
unless we have to have them for, you know,
139
00:08:29,879 --> 00:08:31,480
contract purposes or whatever.
140
00:08:31,720 --> 00:08:36,575
We just need a simple, logical, repeatable way
to do everything.
141
00:08:37,215 --> 00:08:46,009
And when we can build our business way and name
it as our business way to do things, not my
142
00:08:46,009 --> 00:08:49,930
way, not your way, but our way, then people buy
into it.
143
00:08:50,090 --> 00:08:55,370
They if if they help to create it as well, you
know, if they're involved in, you know,
144
00:08:55,850 --> 00:08:59,834
Richard, what is the best way of running
running this podcast?
145
00:08:59,834 --> 00:09:01,434
What's the best way of setting up?
146
00:09:01,434 --> 00:09:01,754
Right.
147
00:09:01,754 --> 00:09:02,714
Let's capture that.
148
00:09:02,714 --> 00:09:07,274
Let's capture it in a how to video, not let's
document our processes.
149
00:09:07,914 --> 00:09:11,450
That definitely is a soul shrinking phrase.
150
00:09:11,450 --> 00:09:13,289
Let me document my processes.
151
00:09:13,289 --> 00:09:13,529
No.
152
00:09:13,529 --> 00:09:19,129
Let's capture it in a video because that's you
know, when when we want to learn how to do
153
00:09:19,129 --> 00:09:23,850
something, we will tend to go well, actually, a
lot of people go to chat GPT now.
154
00:09:23,945 --> 00:09:29,544
But we would tend to go to Google and we would
we would you know, how do you boil the perfect
155
00:09:29,544 --> 00:09:30,184
egg?
156
00:09:30,184 --> 00:09:30,745
Mhmm.
157
00:09:30,745 --> 00:09:36,745
You nobody would ever ask, what is the standard
operating procedure for boiling a hard boiled
158
00:09:36,745 --> 00:09:37,065
egg?
159
00:09:37,460 --> 00:09:40,259
And show me a document, a step by step no.
160
00:09:40,259 --> 00:09:44,019
You'd watch a video, and and it's accessible.
161
00:09:44,019 --> 00:09:46,740
You can you can pause, rewind.
162
00:09:46,899 --> 00:09:55,784
It's so much better to use how to videos than
documented written step one do this.
163
00:09:55,784 --> 00:10:03,384
And the the real magic is that when you do a
video, you naturally say why it's important to
164
00:10:03,384 --> 00:10:04,264
do it this way.
165
00:10:04,504 --> 00:10:05,304
It's natural.
166
00:10:05,304 --> 00:10:09,929
You just say, oh, and the reason we do that is
because you're documenting it.
167
00:10:10,250 --> 00:10:11,210
You don't do that.
168
00:10:11,210 --> 00:10:13,210
You just give the steps.
169
00:10:13,529 --> 00:10:14,809
So there's yeah.
170
00:10:14,809 --> 00:10:16,889
There there's lots of reasons why.
171
00:10:17,289 --> 00:10:17,610
Yeah.
172
00:10:17,610 --> 00:10:19,129
It's it's it's really interesting.
173
00:10:19,210 --> 00:10:20,410
So a couple things.
174
00:10:20,889 --> 00:10:23,929
When I hear about the McDonald way, that's some
deep branding.
175
00:10:24,625 --> 00:10:25,024
Yeah.
176
00:10:25,024 --> 00:10:25,345
Okay?
177
00:10:25,345 --> 00:10:27,584
So think about It's cultural.
178
00:10:27,745 --> 00:10:28,384
That's yeah.
179
00:10:28,384 --> 00:10:29,105
That's cultural.
180
00:10:29,105 --> 00:10:33,664
That's and that's why they I don't know
intentionally, but that is a that's the
181
00:10:33,664 --> 00:10:34,544
McDonald culture.
182
00:10:34,544 --> 00:10:34,784
Right?
183
00:10:34,784 --> 00:10:35,745
That's that's the thing.
184
00:10:35,745 --> 00:10:36,865
So that that's really cool.
185
00:10:36,865 --> 00:10:39,184
I'm with you on the processing too in the
videos.
186
00:10:39,184 --> 00:10:44,160
I was in a lunch and learn the other day, and
we were talking about how different people
187
00:10:44,160 --> 00:10:44,799
learn.
188
00:10:44,799 --> 00:10:47,840
And some people what they read, and they love
to read the instructions.
189
00:10:47,840 --> 00:10:50,240
Some people want video, and I'm like, yeah.
190
00:10:50,240 --> 00:10:53,920
If I have to read the how to, I'm in trouble.
191
00:10:54,465 --> 00:10:54,865
Yeah.
192
00:10:54,865 --> 00:10:59,745
I mean, it's, like, 19 times true, and I still
I get a video, and it's done.
193
00:10:59,745 --> 00:11:00,384
Show me.
194
00:11:00,384 --> 00:11:00,865
Yeah.
195
00:11:01,264 --> 00:11:01,825
Show me.
196
00:11:01,825 --> 00:11:02,465
Like, the Let
197
00:11:02,465 --> 00:11:03,264
me see it.
198
00:11:03,264 --> 00:11:05,585
And I love to read I'm an author.
199
00:11:05,585 --> 00:11:06,545
I love to write.
200
00:11:06,705 --> 00:11:06,945
Yeah.
201
00:11:06,945 --> 00:11:11,500
When it comes down to instructions and like you
said, when you've got and here's the other
202
00:11:11,500 --> 00:11:17,500
thing I think to, Mary Anne, these days, video
maintains because we've we've gotten very
203
00:11:17,500 --> 00:11:19,100
disconnected with technology Yeah.
204
00:11:19,179 --> 00:11:20,379
Right, from each other.
205
00:11:20,539 --> 00:11:23,764
Video maintains personality.
206
00:11:23,764 --> 00:11:25,445
It maintains a relationship.
207
00:11:25,524 --> 00:11:28,565
And just seeing that and hearing someone go,
oh, he's just a regular person.
208
00:11:28,725 --> 00:11:30,804
I mean, you're not getting that from a white
paper.
209
00:11:31,044 --> 00:11:31,365
Okay?
210
00:11:31,365 --> 00:11:32,245
I mean, this is Yeah.
211
00:11:32,245 --> 00:11:32,565
No.
212
00:11:32,565 --> 00:11:33,684
That's absolutely right.
213
00:11:33,684 --> 00:11:34,084
So I
214
00:11:34,164 --> 00:11:39,720
But but the the other the other thing with
within a if you if if you decide, you know, I'm
215
00:11:39,720 --> 00:11:40,919
going to systemize my business.
216
00:11:40,919 --> 00:11:41,319
Okay.
217
00:11:41,319 --> 00:11:41,879
Great.
218
00:11:42,360 --> 00:11:48,679
And and usually people will will look to
systemize their their service delivery, their
219
00:11:48,679 --> 00:11:49,720
their service systems.
220
00:11:50,105 --> 00:11:52,345
So, actually, can I just go back one step?
221
00:11:53,144 --> 00:11:55,945
I believe that there are four sets of systems
in every business.
222
00:11:55,945 --> 00:12:01,945
So there are there are the sexy systems,
marketing, PR, advertising, the look at me
223
00:12:01,945 --> 00:12:05,470
systems, the, you know, the ones that attract
people to you.
224
00:12:05,470 --> 00:12:14,429
And they are so important, but they get way
more energy, time, focus, spend on them than
225
00:12:14,670 --> 00:12:16,269
than the other three sets of systems.
226
00:12:16,269 --> 00:12:17,149
Let's put it that way.
227
00:12:17,149 --> 00:12:21,044
Not not that they they they deserve, but than
the other three sets of systems.
228
00:12:21,044 --> 00:12:21,845
They're really important.
229
00:12:21,845 --> 00:12:23,365
They attract clients to you.
230
00:12:23,605 --> 00:12:31,205
However, the second set of systems are the
security systems, you know, the the cash flow
231
00:12:31,205 --> 00:12:37,159
management, all of your financial stuff, your
planning, legal stuff, all of the things that
232
00:12:37,159 --> 00:12:40,039
keep your business safe and stable.
233
00:12:40,279 --> 00:12:47,315
And planning is the one there that is usually
either forgotten completely or done badly, But
234
00:12:47,315 --> 00:12:49,554
we can we can maybe come back to that later.
235
00:12:49,554 --> 00:12:54,115
But otherwise, with your security systems, you
get a good accountant and a bookkeeper, and you
236
00:12:54,115 --> 00:12:56,674
pretty much abdicate those systems to them.
237
00:12:56,835 --> 00:12:59,554
You check-in with them once a month and
otherwise done.
238
00:12:59,554 --> 00:13:01,235
There's your service systems after that.
239
00:13:01,440 --> 00:13:06,240
That's all of the nuts and bolts of your
operation, how everything gets done day to day.
240
00:13:06,879 --> 00:13:13,519
Then there is the fourth set of systems, and
this set is the set that everybody spends as
241
00:13:13,519 --> 00:13:17,065
little time on as possible, and they are the
ones that build your culture.
242
00:13:17,065 --> 00:13:21,384
They're the ones that really deliver for you,
and they are your sticky systems.
243
00:13:22,264 --> 00:13:23,705
And they are your hiring.
244
00:13:23,945 --> 00:13:32,049
So hiring right first time, and by that I mean
understanding the DNA of your ideal team
245
00:13:32,049 --> 00:13:36,690
member, attracting them as if you were
marketing to them.
246
00:13:36,690 --> 00:13:38,529
You know, you spend all this time on your sexy
systems.
247
00:13:38,529 --> 00:13:40,450
Make hiring a sexy system.
248
00:13:40,610 --> 00:13:47,725
Invest in in telling, you know, your ideal
candidate for the for the role exactly why they
249
00:13:47,725 --> 00:13:50,445
should come to work with you because you're an
amazing business.
250
00:13:50,445 --> 00:13:56,590
So getting the right people in, giving them a
proper probation period so that you properly
251
00:13:56,590 --> 00:13:57,629
try them out.
252
00:13:57,789 --> 00:13:59,309
None of that, oh, they're just new.
253
00:13:59,309 --> 00:14:01,230
Let's not give them the difficult customer to
talk to.
254
00:14:01,230 --> 00:14:01,549
No.
255
00:14:01,549 --> 00:14:03,149
Give them the difficult customer.
256
00:14:03,389 --> 00:14:08,830
So hiring and getting the right team around you
and not settling for anybody that isn't.
257
00:14:09,554 --> 00:14:15,394
Then your training system, making sure that
everybody gets this consistent training.
258
00:14:15,794 --> 00:14:19,394
And, you know, I don't know about the
businesses that you've worked with, Richard,
259
00:14:19,394 --> 00:14:25,009
but a lot of the businesses I work with have
I'm not sure if I'm able to say this these
260
00:14:25,009 --> 00:14:29,570
days, but, like, Chinese whisper sort of
training, you know, where one person's telling
261
00:14:29,570 --> 00:14:33,169
another person, then they're putting their
little spin on it, telling another person.
262
00:14:33,169 --> 00:14:33,809
Yeah.
263
00:14:33,970 --> 00:14:34,450
Yeah.
264
00:14:34,929 --> 00:14:40,195
But it's what happens in it's honestly in most
businesses I go into, it's what is happening in
265
00:14:40,195 --> 00:14:46,355
real life because it's about, you know, good
people passing on to the next person who
266
00:14:46,595 --> 00:14:47,075
anyway.
267
00:14:47,075 --> 00:14:49,634
So you end up with all these different ways of
doing things.
268
00:14:49,634 --> 00:14:55,590
So a training system that teaches our way of
doing things is really important.
269
00:14:56,149 --> 00:15:01,750
And then the third system, and this one is
probably I I think in The States, there's
270
00:15:01,750 --> 00:15:06,470
probably much better at this than than in The
UK.
271
00:15:06,470 --> 00:15:08,815
We are shockingly bad at this feedback.
272
00:15:09,774 --> 00:15:10,254
Yeah.
273
00:15:10,254 --> 00:15:10,654
Yeah.
274
00:15:10,654 --> 00:15:14,815
Giving, you know, giving good, honest,
constructive feedback.
275
00:15:14,894 --> 00:15:16,654
Well, we're not great at it, Mary Anne.
276
00:15:16,654 --> 00:15:18,414
We're just maybe a little better than you guys.
277
00:15:18,574 --> 00:15:18,975
Okay.
278
00:15:18,975 --> 00:15:20,894
But I I wouldn't put the g word on it.
279
00:15:20,894 --> 00:15:21,375
That's for sure.
280
00:15:22,230 --> 00:15:23,190
We're shopping.
281
00:15:23,190 --> 00:15:27,830
But having a feed having a feedback system that
really holds the standard.
282
00:15:27,990 --> 00:15:32,950
And and, you know, as I say, in most
businesses, if you say I'm going to systemize
283
00:15:32,950 --> 00:15:36,434
my business, you focus on the service systems.
284
00:15:36,434 --> 00:15:42,035
You focus on on all of the of the nuts and
bolts of your operation, which is absolutely
285
00:15:42,035 --> 00:15:43,394
what you should focus on.
286
00:15:43,634 --> 00:15:48,700
But then if you don't have good sticky systems,
you know, if you've got the wrong people and
287
00:15:48,700 --> 00:15:53,659
you don't give them consistent training and you
don't give any feedback, then all of the time
288
00:15:53,659 --> 00:15:58,059
and effort and energy you spend into
systemizing your business is wasted.
289
00:15:58,620 --> 00:16:04,220
And, you know, when when we shared messages
before coming on here, you said, you know, that
290
00:16:03,794 --> 00:16:10,274
a lot of a lot of the audience get the idea of
systems, but they don't know how to make them
291
00:16:10,274 --> 00:16:10,914
stick.
292
00:16:10,995 --> 00:16:11,554
That's it.
293
00:16:11,554 --> 00:16:17,554
The way the way McDonald's made them stick was
they developed the McDonald's way from very
294
00:16:17,554 --> 00:16:22,159
early on, you know, when they were just a tiny
business, and then they made sure that
295
00:16:22,159 --> 00:16:24,079
everybody was trained in that way.
296
00:16:24,079 --> 00:16:30,399
Every single person was trained in that way and
given feedback and given feedback regularly so
297
00:16:30,399 --> 00:16:32,159
that they would grow and develop.
298
00:16:32,320 --> 00:16:40,295
Not just I'm I'm a I've got an issue with
training and development as one thing.
299
00:16:40,295 --> 00:16:42,855
To me, they're they're two very separate
things.
300
00:16:43,415 --> 00:16:46,855
Training teaches somebody your way of doing
things.
301
00:16:46,855 --> 00:16:48,615
It teaches them how to do their job.
302
00:16:49,360 --> 00:16:52,799
Development then grows them as individuals.
303
00:16:52,799 --> 00:16:55,360
It helps them to fulfill their potential.
304
00:16:55,360 --> 00:17:02,274
It's it's one of the most engaging things that
you can do with a team member is train them how
305
00:17:02,274 --> 00:17:08,115
to do their role, but then develop them as a
person, help them to to see the opportunity
306
00:17:08,115 --> 00:17:11,634
ahead of them, whether with you or with a with
a different business, to be honest.
307
00:17:11,634 --> 00:17:12,115
Yeah.
308
00:17:12,115 --> 00:17:12,515
Yeah.
309
00:17:12,914 --> 00:17:16,195
And and that's that's how the difference is
made.
310
00:17:17,089 --> 00:17:23,170
It's develop our way of doing things and then
train it in and give feedback to to hold the
311
00:17:23,170 --> 00:17:23,809
standard.
312
00:17:23,970 --> 00:17:24,369
Yeah.
313
00:17:24,369 --> 00:17:26,289
I think that's I mean, that's really spot on.
314
00:17:26,289 --> 00:17:27,410
I'm I'm with you.
315
00:17:27,410 --> 00:17:28,529
So a couple things.
316
00:17:28,529 --> 00:17:32,785
I when you talk about the training systems,
here's what I find when I'm working with
317
00:17:32,785 --> 00:17:34,224
businesses with the same thing.
318
00:17:34,224 --> 00:17:38,224
So they may I have I have a few columns,
basically three.
319
00:17:38,224 --> 00:17:38,464
Right?
320
00:17:38,464 --> 00:17:41,825
So I've got I've got the job function, what it
is.
321
00:17:41,825 --> 00:17:43,505
Here's all the things you're gonna be
responsible.
322
00:17:43,619 --> 00:17:44,019
Hey.
323
00:17:44,019 --> 00:17:47,220
One thing might be fifteen minutes on the third
Wednesday of every month.
324
00:17:47,220 --> 00:17:47,700
I don't care.
325
00:17:47,700 --> 00:17:47,940
Yeah.
326
00:17:47,940 --> 00:17:48,819
It's functions.
327
00:17:48,900 --> 00:17:53,859
Next is the how to, and that can be video, and
it can be written and But anything the third
328
00:17:53,859 --> 00:17:57,779
one ever leaves off, like you're saying, is the
training of the how to.
329
00:17:58,765 --> 00:18:00,924
This is where the ball gets dropped all the
time.
330
00:18:00,924 --> 00:18:01,884
They don't build that.
331
00:18:01,884 --> 00:18:03,724
What they do, let's do a ride along.
332
00:18:03,724 --> 00:18:07,565
You're gonna ride with me while I'm selling and
listening and pick it up by osmosis or
333
00:18:07,565 --> 00:18:08,045
whatever.
334
00:18:08,045 --> 00:18:09,964
I'm like, that's so ineffective.
335
00:18:10,529 --> 00:18:10,849
Yeah.
336
00:18:10,849 --> 00:18:10,930
You
337
00:18:10,930 --> 00:18:11,090
know?
338
00:18:11,090 --> 00:18:16,369
So they said that that that whispering, that
pass down thing is is just not effective.
339
00:18:17,170 --> 00:18:20,049
The the ramp up time on that is so long.
340
00:18:20,450 --> 00:18:23,970
And and and they're overcoming these hurdles,
they're figuring things out on their own.
341
00:18:23,970 --> 00:18:28,164
I always tell my clients, no one wants a job,
but they have to figure it out.
342
00:18:28,644 --> 00:18:28,964
Yeah.
343
00:18:28,964 --> 00:18:30,484
They don't want a mystery job.
344
00:18:30,565 --> 00:18:31,765
They don't know what's coming every day.
345
00:18:31,765 --> 00:18:34,484
They don't know how to win on the day, the
week, the month, the quarter, the year.
346
00:18:34,484 --> 00:18:36,164
You know, what does success look like?
347
00:18:36,164 --> 00:18:38,325
So all these things are put together for that.
348
00:18:38,325 --> 00:18:39,124
And you're right.
349
00:18:39,204 --> 00:18:43,499
Most people will spend time on the service of
the business, how to how to do that.
350
00:18:43,660 --> 00:18:47,179
The thing on the sticky part, the cultural
thing is so huge.
351
00:18:48,059 --> 00:18:50,940
I get them so we wanna do, like, what we call
strategic vision.
352
00:18:50,940 --> 00:18:51,099
Right?
353
00:18:51,099 --> 00:18:54,619
We want we wanna really write out the vision of
the company, what we're trying to achieve in
354
00:18:54,619 --> 00:18:57,994
the next eighteen to twenty four months,
because that's about as far out as you can
355
00:18:57,994 --> 00:18:58,875
really go today.
356
00:18:58,875 --> 00:18:59,275
Yes.
357
00:18:59,275 --> 00:18:59,515
K?
358
00:18:59,515 --> 00:19:01,914
Any more than that, the world's gonna be upside
down.
359
00:19:01,914 --> 00:19:02,315
Okay?
360
00:19:02,315 --> 00:19:02,554
Yeah.
361
00:19:02,554 --> 00:19:04,394
Then you got to start over.
362
00:19:04,554 --> 00:19:06,954
But it's It's for days at the minute.
363
00:19:06,954 --> 00:19:07,275
Yeah.
364
00:19:07,275 --> 00:19:07,515
Right.
365
00:19:07,515 --> 00:19:11,115
Like, I always said it was a lot of AI, guests
I have when I'm talking about AI.
366
00:19:11,329 --> 00:19:13,649
They won't give me anything past six months.
367
00:19:14,049 --> 00:19:14,450
You know?
368
00:19:14,450 --> 00:19:16,130
They're they're afraid to go past thirty days
because
369
00:19:16,130 --> 00:19:16,769
they're god.
370
00:19:16,769 --> 00:19:18,210
It is moving so fast, though.
371
00:19:18,210 --> 00:19:19,809
It is moving so fast.
372
00:19:19,970 --> 00:19:22,849
So looking at that, you know, we we get talking
about the stuff.
373
00:19:22,849 --> 00:19:27,255
It's like, well, the cultural aspect to build
that because people say you need to fix your
374
00:19:27,255 --> 00:19:27,894
culture.
375
00:19:28,055 --> 00:19:29,654
They don't have a clue how to do it.
376
00:19:29,654 --> 00:19:29,894
No.
377
00:19:29,894 --> 00:19:31,174
They don't know what it means.
378
00:19:31,174 --> 00:19:32,934
So here's the here's the struggle.
379
00:19:32,934 --> 00:19:35,575
Don't know if you find this with with the
businesses you work with.
380
00:19:35,654 --> 00:19:37,174
I'd love to start with that.
381
00:19:37,880 --> 00:19:39,799
It's really difficult work.
382
00:19:40,279 --> 00:19:43,400
So it's really demoralizing, okay, for an
owner.
383
00:19:43,400 --> 00:19:47,000
So I'm like, I have to be tactical because I
wanna keep it with the client.
384
00:19:47,000 --> 00:19:47,320
Right?
385
00:19:47,320 --> 00:19:50,119
So so I basically go, let's let's solve some
problems first.
386
00:19:50,455 --> 00:19:51,494
Let's look at some problems.
387
00:19:51,494 --> 00:19:54,455
We're gonna fix that and this, and and then
we're gonna start at the same time, we're gonna
388
00:19:54,455 --> 00:19:55,974
parallel this vision thing.
389
00:19:56,134 --> 00:19:58,695
Because it's gonna take some time, but we'll
work back and forth on this.
390
00:19:58,695 --> 00:20:03,815
But let's get some results at the same time
because the cultural, the strategic vision
391
00:20:03,815 --> 00:20:06,519
development, everything will mire you down.
392
00:20:06,920 --> 00:20:12,279
Like, I mean, it's it's, like, the most
important work because retention is is I can I
393
00:20:12,279 --> 00:20:14,440
can attach ROI to any retention?
394
00:20:14,440 --> 00:20:14,680
You know?
395
00:20:14,680 --> 00:20:15,320
You Yeah.
396
00:20:15,320 --> 00:20:18,119
You train someone up as 15 to 25,000, then they
leave.
397
00:20:18,525 --> 00:20:19,884
Oh, then we do it again.
398
00:20:19,884 --> 00:20:20,125
Yeah.
399
00:20:20,125 --> 00:20:23,325
I'll take the military as an example way back
in the day seventies.
400
00:20:23,325 --> 00:20:24,924
You can have a two year contract.
401
00:20:25,805 --> 00:20:26,365
Okay?
402
00:20:26,365 --> 00:20:30,205
And then he went and people do two years, and
they invest a million dollars in every and then
403
00:20:30,205 --> 00:20:30,924
they leave.
404
00:20:31,244 --> 00:20:32,205
So they went to three year.
405
00:20:33,039 --> 00:20:33,759
Same thing.
406
00:20:33,759 --> 00:20:34,880
Then they went to four year.
407
00:20:34,880 --> 00:20:35,279
Okay?
408
00:20:35,279 --> 00:20:36,799
Then it was four year by the eighties.
409
00:20:36,799 --> 00:20:39,200
And when I went in the in the Boerne choir,
it's four years.
410
00:20:39,359 --> 00:20:42,799
Now, okay, it's like five year minimum.
411
00:20:43,119 --> 00:20:44,160
You know, bonus is six.
412
00:20:44,160 --> 00:20:46,394
You want infantry, five year minimum.
413
00:20:46,394 --> 00:20:48,954
I mean, that you're not you're not some super
genius.
414
00:20:49,115 --> 00:20:49,434
You know?
415
00:20:49,434 --> 00:20:53,994
I mean, you're to up and all that sounds good,
but they they understand ROI now.
416
00:20:54,235 --> 00:20:54,634
Yeah.
417
00:20:54,634 --> 00:20:54,875
Okay.
418
00:20:54,875 --> 00:20:55,515
They truly do.
419
00:20:55,515 --> 00:20:57,595
They don't put it in those terms, but that's
what they're doing.
420
00:20:57,595 --> 00:20:57,914
No.
421
00:20:57,914 --> 00:20:58,315
Absolutely.
422
00:20:58,315 --> 00:21:06,049
But do do you not think, though, sometimes we
we keep people because we think it's a it's a
423
00:21:06,049 --> 00:21:08,049
failure somehow if we lose somebody.
424
00:21:08,049 --> 00:21:13,809
So, you you know, because because staff
retention is a is a, you know, is a real thing
425
00:21:13,809 --> 00:21:17,024
and you do want to keep your you want to keep
your team.
426
00:21:17,024 --> 00:21:18,384
You want to keep them engaged.
427
00:21:18,865 --> 00:21:24,464
But if sometimes you need to lose people that
aren't a good fit because they are affecting
428
00:21:24,464 --> 00:21:26,384
and infecting Yeah.
429
00:21:26,464 --> 00:21:27,664
Everybody else in the team.
430
00:21:27,869 --> 00:21:33,309
Because I love asking the question, if you
could rehire all of your people tomorrow, who
431
00:21:33,309 --> 00:21:34,429
would make the cut?
432
00:21:34,750 --> 00:21:40,509
And I swear to you, two people in the hundreds
and hundreds I have asked that question to have
433
00:21:40,509 --> 00:21:43,055
said, oh, absolutely everybody.
434
00:21:43,055 --> 00:21:45,055
I love I I love everybody on the team.
435
00:21:45,055 --> 00:21:48,974
There's always been, oh, John.
436
00:21:49,055 --> 00:21:49,695
Oh, god.
437
00:21:49,695 --> 00:21:49,934
Yeah.
438
00:21:49,934 --> 00:21:50,414
John.
439
00:21:50,494 --> 00:21:56,174
Or or just two people from the same business
going, and you know exactly that there there is
440
00:21:56,174 --> 00:22:04,220
somebody who's just not right, has never been
right, but everybody works around them or, you
441
00:22:04,220 --> 00:22:06,619
know, makes excuses for them.
442
00:22:06,779 --> 00:22:07,980
Oh, it's just John.
443
00:22:07,980 --> 00:22:08,299
You know?
444
00:22:09,115 --> 00:22:10,554
Here here's a question on that.
445
00:22:10,554 --> 00:22:12,154
So here's what I have found with that.
446
00:22:12,154 --> 00:22:16,875
So the first thing is, I I think from an
ownership standpoint, they have this this fear
447
00:22:16,875 --> 00:22:18,394
of the pain of replacement.
448
00:22:19,434 --> 00:22:21,274
Oh, I gotta because Oh, I'm sorry.
449
00:22:21,674 --> 00:22:25,039
Because they don't have a real hiring process.
450
00:22:25,200 --> 00:22:27,440
They don't have a real onboarding process.
451
00:22:27,440 --> 00:22:29,519
They don't really train their people well.
452
00:22:29,759 --> 00:22:30,240
Right?
453
00:22:30,240 --> 00:22:32,240
So that's why it's so painful.
454
00:22:32,240 --> 00:22:35,600
Because if you had all that, you'd kick that
person to the curb in a heartbeat.
455
00:22:36,055 --> 00:22:36,455
Yeah.
456
00:22:36,455 --> 00:22:36,775
Okay?
457
00:22:36,775 --> 00:22:37,734
Oh, absolutely.
458
00:22:37,734 --> 00:22:38,295
Absolutely.
459
00:22:38,295 --> 00:22:43,575
I I think there's people and then a lot a lot
of this is personality based, meaning, in the
460
00:22:43,575 --> 00:22:47,575
experience, they get they sometimes they become
enablers.
461
00:22:47,815 --> 00:22:48,134
You know?
462
00:22:48,134 --> 00:22:48,535
Oh, no.
463
00:22:48,535 --> 00:22:49,255
He's not so bad.
464
00:22:49,255 --> 00:22:51,730
He does this this, and then there's On his day.
465
00:22:51,730 --> 00:22:52,289
Aspects.
466
00:22:52,289 --> 00:22:52,609
Yeah.
467
00:22:52,609 --> 00:22:53,410
On his day.
468
00:22:53,410 --> 00:22:54,049
Amazing.
469
00:22:54,450 --> 00:22:56,049
How many days does he have?
470
00:22:56,289 --> 00:22:56,690
Yeah.
471
00:22:56,690 --> 00:22:57,009
Right.
472
00:22:57,009 --> 00:22:57,169
Right.
473
00:22:57,169 --> 00:22:59,569
It's, you know, yeah, it's it's one out of
eighteen.
474
00:22:59,569 --> 00:22:59,890
You know?
475
00:22:59,890 --> 00:23:00,529
He's good.
476
00:23:00,529 --> 00:23:03,650
But, and and but people don't treat it like
what it is.
477
00:23:03,650 --> 00:23:04,210
It's a cancer.
478
00:23:05,154 --> 00:23:05,315
Yeah.
479
00:23:05,315 --> 00:23:10,194
I got cancer in the tip of my finger, I gotta
lose the finger to save the body.
480
00:23:10,355 --> 00:23:10,755
Okay?
481
00:23:10,755 --> 00:23:12,755
This is what you have to do, and it's Yeah.
482
00:23:12,835 --> 00:23:13,954
It's funny as coaches.
483
00:23:13,954 --> 00:23:14,515
We go in.
484
00:23:14,515 --> 00:23:14,994
Right?
485
00:23:15,075 --> 00:23:19,250
And we see this, like like, the third the third
minute we're in there.
486
00:23:19,250 --> 00:23:20,450
We we know who the people are.
487
00:23:20,450 --> 00:23:20,609
Right?
488
00:23:20,609 --> 00:23:21,890
So I'm like, okay.
489
00:23:21,890 --> 00:23:25,009
I'll just go sharpen my sword because I'm gonna
be chopping some heads.
490
00:23:25,089 --> 00:23:25,970
This is gonna be fun.
491
00:23:25,970 --> 00:23:27,890
I'm gonna save my gazillion dollars.
492
00:23:27,890 --> 00:23:28,930
This is gonna be awesome.
493
00:23:28,930 --> 00:23:34,515
Are you are you seen sometimes I am seen as the
grim reaper going to a business.
494
00:23:34,515 --> 00:23:34,994
Yes.
495
00:23:35,235 --> 00:23:36,355
I'm the executioner.
496
00:23:36,355 --> 00:23:37,474
I'm known as the executioner.
497
00:23:37,875 --> 00:23:42,835
It's but it but it's it is it is so important
because when you've got the right people around
498
00:23:42,835 --> 00:23:44,195
you, everything is easier.
499
00:23:44,640 --> 00:23:45,919
Everything is easier.
500
00:23:46,080 --> 00:23:51,119
When people are, you know, have the right
attitude, when they are enthusiastic about new
501
00:23:51,119 --> 00:23:56,640
stuff, about about, you know, a new bit of
software or change or or a new person coming
502
00:23:56,640 --> 00:23:57,119
in.
503
00:23:57,200 --> 00:24:04,984
I mean, it's it it is interesting with that
whole replacement idea because, you know, when
504
00:24:04,984 --> 00:24:12,984
COVID hit, everybody was caught out with the
only Julie can do that and she's she's off with
505
00:24:12,984 --> 00:24:14,904
COVID or she's or she's furloughed.
506
00:24:15,789 --> 00:24:16,829
Oh my god.
507
00:24:17,230 --> 00:24:18,990
Does anybody know how to do that task?
508
00:24:18,990 --> 00:24:19,869
No.
509
00:24:20,109 --> 00:24:21,950
You know, that's Julie's.
510
00:24:21,950 --> 00:24:26,589
And and you you can't you can't have those
black boxes in your business.
511
00:24:26,670 --> 00:24:27,069
Right.
512
00:24:27,069 --> 00:24:33,525
And I think that that is one of the things that
McDonald's does brilliantly is that anybody in
513
00:24:33,525 --> 00:24:34,644
the business can leave.
514
00:24:35,204 --> 00:24:39,845
And we used to say this, the sand covers their
tracks before they've before they've left the
515
00:24:39,845 --> 00:24:47,259
the door because the next person is there ready
to you know, has been built up ready to be
516
00:24:47,259 --> 00:24:52,539
there or can naturally take on that role or or
whatever whatever it might be because all of
517
00:24:52,539 --> 00:24:53,819
the systems are in place.
518
00:24:54,380 --> 00:25:01,835
And if if our businesses that we talk to, if
they can get to the point where everybody in
519
00:25:01,835 --> 00:25:06,234
the team has ownership because they know
exactly what their role is, they, you know,
520
00:25:06,234 --> 00:25:12,809
they have that real clarity around what their
role is, what good looks like, what, you know,
521
00:25:12,809 --> 00:25:18,569
what all of the the steps are that make it
right, why it's good to do it this way.
522
00:25:18,650 --> 00:25:22,650
When they've got that level of clarity, they
can just get on and do their do their job.
523
00:25:22,650 --> 00:25:23,210
Yep.
524
00:25:23,529 --> 00:25:27,984
They can just get on and do it, and then the
business owner can focus on the big stuff, can
525
00:25:27,984 --> 00:25:32,944
focus on the big vision and, you know, what
they how they're going to work.
526
00:25:32,944 --> 00:25:39,640
To be honest, for me, when the sticky systems
are are fully working and effective, you that
527
00:25:39,640 --> 00:25:42,200
naturally builds your culture Mhmm.
528
00:25:42,359 --> 00:25:48,440
Because you got the the right people doing the
right things, holding each other to account for
529
00:25:48,440 --> 00:25:54,119
doing the right things, giving each other
feedback, and it just builds this really strong
530
00:25:55,045 --> 00:25:56,724
we and us culture.
531
00:25:56,724 --> 00:26:01,445
And I and I think sometimes in business and and
I've seen it quite yet.
532
00:26:01,445 --> 00:26:08,130
I even saw it in McDonald's where the chief
exec of the of McDonald's UK, when we were
533
00:26:08,130 --> 00:26:13,250
going through that dip that you talked about,
he felt that he needed to have all of the
534
00:26:13,250 --> 00:26:13,890
answers.
535
00:26:14,609 --> 00:26:20,529
And and he he just because he he'd sort of
managed success, when it came to this, oh my
536
00:26:20,529 --> 00:26:25,215
god, things that you know, the wheels are
falling off, he felt that he had to have all
537
00:26:25,215 --> 00:26:25,695
the answers.
538
00:26:25,695 --> 00:26:29,454
And as business owners, I think we do that at
at many levels.
539
00:26:29,455 --> 00:26:31,934
But one, we are all control freaks.
540
00:26:31,934 --> 00:26:33,375
I think that's fair to say.
541
00:26:33,375 --> 00:26:34,894
We are all control freaks.
542
00:26:35,055 --> 00:26:38,849
But but we we feel we've we've got to do it.
543
00:26:38,849 --> 00:26:44,609
You know, that when I talk to people about
systemizing a business, they immediate their
544
00:26:44,609 --> 00:26:47,809
heart sinks because they think, well, I've got
to do it.
545
00:26:47,970 --> 00:26:48,289
No.
546
00:26:48,289 --> 00:26:50,210
You don't have to do it.
547
00:26:51,075 --> 00:26:52,835
We have to do it.
548
00:26:52,835 --> 00:26:56,674
As a team, we build our way of doing things.
549
00:26:56,914 --> 00:26:57,954
We capture it.
550
00:26:57,954 --> 00:27:04,515
The best person who does a task in exactly the
way that we want it to be done, they do the how
551
00:27:04,515 --> 00:27:04,994
to video.
552
00:27:05,509 --> 00:27:09,990
They put it in the training system, you know,
whatever that training system looks like.
553
00:27:09,990 --> 00:27:15,670
I I I love that you talked about your your your
three columns.
554
00:27:16,070 --> 00:27:16,549
Mhmm.
555
00:27:16,630 --> 00:27:22,525
I I talk a lot about the place to start being
your routines, which is basically what what
556
00:27:22,525 --> 00:27:23,964
that column one is.
557
00:27:23,965 --> 00:27:26,365
Your about the dog.
558
00:27:27,644 --> 00:27:33,085
The the the, you know, the daily routines in
each role, the weekly routines, the month and
559
00:27:33,085 --> 00:27:33,724
so on.
560
00:27:34,059 --> 00:27:39,419
And starting with those daily routines and
capturing those how to's.
561
00:27:39,420 --> 00:27:39,900
Mhmm.
562
00:27:39,980 --> 00:27:42,220
And then working, you know, working from there.
563
00:27:42,460 --> 00:27:49,355
I I I I love I love it when a business owner
embraces the idea of building a training
564
00:27:49,355 --> 00:27:49,994
system.
565
00:27:49,994 --> 00:27:50,475
Yeah.
566
00:27:50,475 --> 00:27:57,434
But also gets to your point earlier, also gets
that that does not replace one to one training.
567
00:27:57,674 --> 00:27:57,914
Right.
568
00:27:58,289 --> 00:27:59,570
It just doesn't replace it.
569
00:27:59,570 --> 00:28:04,049
You know, it's I I there's a I I tell this
little story.
570
00:28:04,049 --> 00:28:07,730
I'll do I'll give you the short version in the
interest of time.
571
00:28:07,730 --> 00:28:14,835
But I I went on holiday to Antigua, and I'm
standing next to the t shirt selling lady,
572
00:28:14,835 --> 00:28:17,075
Gloria, whose big beaming smile.
573
00:28:17,394 --> 00:28:19,714
And I said, oh, look at these boats out there.
574
00:28:19,714 --> 00:28:21,634
Oh, I'd love to learn to sail, Gloria.
575
00:28:21,714 --> 00:28:27,279
Winston, the lady want to sail, she called over
Winston, her grandson, who yeah.
576
00:28:27,279 --> 00:28:27,519
Yeah.
577
00:28:27,519 --> 00:28:28,240
I'll take you out.
578
00:28:28,240 --> 00:28:29,759
So he took me out in this boat.
579
00:28:30,320 --> 00:28:33,919
We got out, and I'm scared of sharks, and I'm
not really a very good swimmer.
580
00:28:33,920 --> 00:28:35,359
Just a little side note.
581
00:28:35,440 --> 00:28:42,105
And we got out to to where the reef turned into
the ocean, the bay turned into the ocean, and
582
00:28:42,105 --> 00:28:42,984
he went, okay.
583
00:28:42,984 --> 00:28:48,825
So there's the sail, there's the the tiller,
just point the boat where you want it to go,
584
00:28:48,825 --> 00:28:52,950
and and then he dived off the boat and swam
into the shore and left me out.
585
00:28:53,349 --> 00:28:53,909
Wow.
586
00:28:55,349 --> 00:28:58,549
Got the sail came I over corrected my tiller.
587
00:28:58,549 --> 00:29:00,150
The sail knocked me out of the boat.
588
00:29:00,150 --> 00:29:01,029
I'm swimming.
589
00:29:01,029 --> 00:29:03,109
My best breaststroke to get back in.
590
00:29:03,109 --> 00:29:03,829
Oh my god.
591
00:29:03,829 --> 00:29:05,909
It was an absolute nightmare.
592
00:29:05,910 --> 00:29:13,174
And I I remember when I eventually safely got
back, didn't kill myself, just thinking, you
593
00:29:13,174 --> 00:29:15,974
know what, I could have learned to sail.
594
00:29:15,974 --> 00:29:23,269
You know, I could have enjoyed that experience,
but he just got off the boat and left me.
595
00:29:23,269 --> 00:29:23,990
And and
596
00:29:23,990 --> 00:29:25,029
I'm He's not taking trainer.
597
00:29:25,029 --> 00:29:25,350
Yeah.
598
00:29:25,350 --> 00:29:26,309
He's not a trainer.
599
00:29:26,309 --> 00:29:26,630
Okay?
600
00:29:26,630 --> 00:29:28,870
But I think that's that's a lot of training.
601
00:29:28,870 --> 00:29:30,789
That's the sort of training a lot of people
get.
602
00:29:30,789 --> 00:29:31,990
Like, this is how you do it.
603
00:29:31,990 --> 00:29:33,910
You got it?
604
00:29:33,910 --> 00:29:34,470
Right.
605
00:29:34,470 --> 00:29:38,664
I'm off to do something way more important than
train you.
606
00:29:38,664 --> 00:29:40,664
I've got bigger fish to fry.
607
00:29:41,224 --> 00:29:42,744
And it's such a shame.
608
00:29:43,065 --> 00:29:43,464
Yeah.
609
00:29:43,464 --> 00:29:48,184
I think I think what happens to owners being
owners, being an entrepreneur, you know, we
610
00:29:48,184 --> 00:29:49,785
have built things from the ground up.
611
00:29:49,785 --> 00:29:50,664
We figure things out.
612
00:29:50,664 --> 00:29:50,904
Right?
613
00:29:50,904 --> 00:29:51,704
We're always doing that.
614
00:29:52,079 --> 00:29:56,720
And here's another thing I find that's pretty
consistent across the board with owners.
615
00:29:58,319 --> 00:30:01,839
They all think everyone thinks like they do.
616
00:30:02,240 --> 00:30:02,720
Yeah.
617
00:30:02,720 --> 00:30:04,480
They all think they'll all figure it out.
618
00:30:04,480 --> 00:30:05,440
I had to figure it out.
619
00:30:05,440 --> 00:30:06,079
You figure it out.
620
00:30:06,079 --> 00:30:09,704
I I look at them all the time and go, you you
gotta be kidding me.
621
00:30:09,865 --> 00:30:10,345
Yeah.
622
00:30:10,345 --> 00:30:10,744
Okay.
623
00:30:10,744 --> 00:30:12,505
That's not why they work for you.
624
00:30:12,505 --> 00:30:14,904
If they could do that, they'd have their own
business.
625
00:30:14,984 --> 00:30:18,105
They wanna come, understand their lane.
626
00:30:18,105 --> 00:30:20,184
Here's my guardrails on the left and right.
627
00:30:20,184 --> 00:30:21,065
Here's what I do.
628
00:30:21,065 --> 00:30:21,945
I wanna come and do it.
629
00:30:22,369 --> 00:30:22,769
Okay?
630
00:30:22,769 --> 00:30:23,009
Yeah.
631
00:30:23,009 --> 00:30:24,690
I don't wanna figure things out.
632
00:30:25,009 --> 00:30:25,330
Okay?
633
00:30:25,330 --> 00:30:26,930
Like I want to do it well.
634
00:30:26,930 --> 00:30:27,250
Yeah.
635
00:30:27,250 --> 00:30:28,930
I wanna I wanna succeed.
636
00:30:28,930 --> 00:30:31,970
I always tell them I always tell them, Aaron,
I'm like, listen.
637
00:30:31,970 --> 00:30:35,730
Imagine if you could come to work every day and
you win.
638
00:30:36,505 --> 00:30:37,544
You're successful.
639
00:30:37,544 --> 00:30:39,224
Every single day, you win.
640
00:30:39,544 --> 00:30:42,025
Wouldn't you wanna come back the next day and
win again?
641
00:30:42,025 --> 00:30:44,424
Because how often do you get to be a winner in
life?
642
00:30:44,505 --> 00:30:44,904
Yeah.
643
00:30:44,904 --> 00:30:45,304
Okay.
644
00:30:45,304 --> 00:30:48,265
If I come back to your job, like, you're you're
win.
645
00:30:48,265 --> 00:30:49,384
Again, you get the feedback.
646
00:30:49,384 --> 00:30:50,184
You get the recognition.
647
00:30:50,659 --> 00:30:51,539
You know how to win.
648
00:30:51,539 --> 00:30:54,979
Again, the day of the week, the quarter of the
year, the whole thing, you're running.
649
00:30:55,059 --> 00:30:56,979
I go, now you're working with purpose.
650
00:30:57,460 --> 00:30:57,700
Right?
651
00:30:57,700 --> 00:30:58,980
You understand what you're doing.
652
00:30:58,980 --> 00:31:01,299
The purpose is that big part of the culture
aspect.
653
00:31:01,380 --> 00:31:05,220
And once people are working for a purpose,
which is what they need, it's the number one
654
00:31:06,125 --> 00:31:06,924
thing they need.
655
00:31:06,924 --> 00:31:08,444
It's for it's it's Absolutely.
656
00:31:08,444 --> 00:31:08,684
Yeah.
657
00:31:08,684 --> 00:31:11,724
It's it's purposes first, then it's quality
feedback.
658
00:31:11,724 --> 00:31:11,964
Right?
659
00:31:11,964 --> 00:31:14,444
They want their feedback, and then it's quality
pay.
660
00:31:14,524 --> 00:31:17,404
I mean, they wanna make money, but it's not
whether they stay or leave.
661
00:31:17,789 --> 00:31:18,269
Absolutely.
662
00:31:18,269 --> 00:31:22,349
They say they're leaving because of money, but
they're leaving because there's no purpose.
663
00:31:22,430 --> 00:31:23,309
They're leaving.
664
00:31:23,309 --> 00:31:23,549
Yeah.
665
00:31:23,549 --> 00:31:25,150
They're leaving because they're not engaged.
666
00:31:25,150 --> 00:31:31,414
They're not you know, they it's it's funny you
say about quality feedback because I I oh god,
667
00:31:31,414 --> 00:31:37,974
I really, really wish that we could get past
the words performance management being
668
00:31:38,054 --> 00:31:41,494
associated with giving somebody a good kicking.
669
00:31:41,494 --> 00:31:42,934
You know, it's like so negative.
670
00:31:43,490 --> 00:31:48,450
Everybody thinks, oh, performance management,
that's when somebody's not doing well.
671
00:31:48,529 --> 00:31:48,930
No.
672
00:31:48,930 --> 00:31:52,210
For me, everybody needs their time in the sun.
673
00:31:52,609 --> 00:31:58,924
Everybody on a regular They they want to know
how they're doing and they want to be you know,
674
00:31:58,924 --> 00:32:01,164
they want to be given quality feedback.
675
00:32:01,164 --> 00:32:02,605
They want to be challenged.
676
00:32:02,605 --> 00:32:05,325
If they're doing really well, how can I do
better?
677
00:32:05,325 --> 00:32:07,085
What what more is there?
678
00:32:07,085 --> 00:32:08,684
How can I develop further?
679
00:32:08,845 --> 00:32:10,924
You know, and being challenged.
680
00:32:10,924 --> 00:32:15,049
Mean, god, in McDonald's, as I said, I started
as a naive 21 year old.
681
00:32:15,049 --> 00:32:21,210
I was challenged and thrown out of my comfort
zone so many times because somebody saw
682
00:32:21,289 --> 00:32:23,529
something in me that I didn't see in myself.
683
00:32:23,769 --> 00:32:29,315
And that's what we've I I I feel really
strongly that we have a responsibility as
684
00:32:29,315 --> 00:32:34,755
business owners to help people to fulfill their
potential and to give them that quality
685
00:32:34,755 --> 00:32:35,315
feedback.
686
00:32:35,315 --> 00:32:40,115
If they're not doing well, absolutely tell them
what they need to do to improve.
687
00:32:40,115 --> 00:32:42,789
Don't just, you know, shout at them.
688
00:32:42,789 --> 00:32:47,349
Tell them what they need to do to improve, what
they can do, what's you know, what the
689
00:32:47,349 --> 00:32:50,709
consequence consequences will be if they don't.
690
00:32:51,029 --> 00:32:51,509
Right.
691
00:32:51,509 --> 00:32:51,909
Right.
692
00:32:51,909 --> 00:32:55,029
And if they're doing well, tell them how they
can do even better.
693
00:32:55,555 --> 00:32:55,955
Right.
694
00:32:55,955 --> 00:32:58,034
It it's so disappointing.
695
00:32:58,115 --> 00:32:58,355
Yeah.
696
00:32:58,355 --> 00:33:04,115
I think what we do I do a lot of, what I call
frontline leadership mastery, for manufacturing
697
00:33:04,115 --> 00:33:04,515
companies.
698
00:33:04,515 --> 00:33:07,154
We go in for the frontline, and we help these
shift leads.
699
00:33:07,154 --> 00:33:10,400
And these guys really because they don't know
how to lead.
700
00:33:10,400 --> 00:33:11,119
No one's taught them.
701
00:33:11,119 --> 00:33:12,000
They don't have tools.
702
00:33:12,000 --> 00:33:12,799
They're good workers.
703
00:33:12,799 --> 00:33:14,400
They get promoted, you know, the whole drill.
704
00:33:14,400 --> 00:33:14,799
Yeah.
705
00:33:14,799 --> 00:33:15,200
Yeah.
706
00:33:15,200 --> 00:33:17,200
My thing is I'm like, here's what you are.
707
00:33:17,599 --> 00:33:18,079
Okay?
708
00:33:18,079 --> 00:33:20,480
I know you're shift lead or whatever you call
it, a sell lead.
709
00:33:20,720 --> 00:33:21,680
You're a coach.
710
00:33:22,244 --> 00:33:22,964
Yeah.
711
00:33:23,045 --> 00:33:24,964
You need to assume the role of a coach.
712
00:33:24,964 --> 00:33:27,845
You're not gonna do the performance review,
performance.
713
00:33:27,845 --> 00:33:30,004
What it's like you're what does a coach do?
714
00:33:30,244 --> 00:33:32,085
Does he wanna kick you off the team?
715
00:33:32,484 --> 00:33:32,805
No.
716
00:33:32,805 --> 00:33:33,845
He wants you to play well.
717
00:33:34,339 --> 00:33:34,820
Yeah.
718
00:33:34,820 --> 00:33:34,980
Right?
719
00:33:34,980 --> 00:33:36,420
He wants to give you the pointers.
720
00:33:36,420 --> 00:33:37,700
He wants to call the right plays.
721
00:33:37,700 --> 00:33:41,059
He wants to help you master and work together
with everybody else.
722
00:33:41,059 --> 00:33:46,099
I go, if you can assume the role of a coach and
get that in your mind, it's way different.
723
00:33:46,099 --> 00:33:49,460
You you you don't you're not speaking in
disciplinary terms.
724
00:33:49,539 --> 00:33:49,779
Yeah.
725
00:33:50,105 --> 00:33:50,505
Right?
726
00:33:50,505 --> 00:33:52,184
You're like, let's let's get this.
727
00:33:52,345 --> 00:33:53,144
We can do this, man.
728
00:33:53,144 --> 00:33:53,705
We wanna win.
729
00:33:53,705 --> 00:33:54,265
Absolutely.
730
00:33:54,265 --> 00:33:54,744
Right?
731
00:33:54,744 --> 00:33:57,224
So that that's a good help for me.
732
00:33:57,384 --> 00:33:57,785
Yeah.
733
00:33:57,785 --> 00:34:02,265
When you've got when you've got a good coach,
particularly in in, you know, manufacturing
734
00:34:02,265 --> 00:34:06,200
where some of the jobs in manufacturing are
dull.
735
00:34:06,279 --> 00:34:12,039
You know, I I remember going several times to
the to the meat plants, over here in The UK.
736
00:34:12,679 --> 00:34:18,920
And the two people at the end of the line,
their job was to take the stacks of of, you
737
00:34:18,920 --> 00:34:22,545
know, beef patties coming off the roll, pop put
them into boxes.
738
00:34:23,105 --> 00:34:25,905
They had headphones on so they couldn't talk to
each other.
739
00:34:26,385 --> 00:34:31,265
And, honestly, they were two of the happiest
people in the whole place.
740
00:34:31,344 --> 00:34:37,769
And it's like, you know, how do you get how do
you get people doing such repetitive dull jobs
741
00:34:37,769 --> 00:34:38,970
to actually enjoy it?
742
00:34:38,970 --> 00:34:40,490
And they were smiling away at each other.
743
00:34:40,490 --> 00:34:43,849
Obviously, they had some some sort of sign
language going on.
744
00:34:43,930 --> 00:34:45,690
Maybe they could hear each other and I'd you
know?
745
00:34:45,690 --> 00:34:52,054
But and when you've got good coaches in those
sort of environments, they are worth their
746
00:34:52,054 --> 00:34:58,375
weight in gold because those are those are, you
know, not the most exciting jobs.
747
00:34:58,375 --> 00:35:04,710
You know, if you can I talk about when I'm
talking about hiring, I'm saying, you know, if
748
00:35:04,869 --> 00:35:09,670
when you're selling a job, even if it's a
forklift truck driver who's going to move
749
00:35:09,670 --> 00:35:16,514
pallets from there to there, you know, one side
of the factory to another, you have to sell it
750
00:35:16,514 --> 00:35:20,755
as this job is crucial to our success because
it actually is?
751
00:35:20,835 --> 00:35:23,234
Otherwise, why why have the job?
752
00:35:23,234 --> 00:35:27,155
It you know, it's it's a job that needs to be
done and needs to be done well.
753
00:35:27,659 --> 00:35:28,059
Yeah.
754
00:35:28,059 --> 00:35:30,219
We always I put it in our strategic vision.
755
00:35:30,219 --> 00:35:33,019
I said, how are you the hero in this part of
the journey?
756
00:35:33,659 --> 00:35:34,059
Yeah.
757
00:35:34,059 --> 00:35:35,500
This forklift doesn't work.
758
00:35:35,500 --> 00:35:36,699
No one works.
759
00:35:37,019 --> 00:35:37,420
Yeah.
760
00:35:37,420 --> 00:35:38,380
This stuff doesn't work.
761
00:35:38,380 --> 00:35:41,614
You, admin, whatever it is, it's all about
that's the purpose
762
00:35:41,614 --> 00:35:41,934
of it.
763
00:35:41,934 --> 00:35:42,574
Love that.
764
00:35:42,574 --> 00:35:43,934
I I might steal that.
765
00:35:43,934 --> 00:35:44,655
I'm gonna steal that.
766
00:35:44,655 --> 00:35:45,375
You should.
767
00:35:45,375 --> 00:35:46,655
Because we need more of it out there.
768
00:35:46,655 --> 00:35:48,255
Like, just make them the hero.
769
00:35:48,255 --> 00:35:51,214
Like, they read this whole vision too, and they
come into the business.
770
00:35:51,214 --> 00:35:53,295
They wanna work there and say, well, where do
you see yourself fitting?
771
00:35:53,530 --> 00:35:55,210
There's little stories about each position.
772
00:35:55,210 --> 00:35:59,050
Well, well, I came for this position, but I
really this warehouse thing, I'm in the
773
00:35:59,050 --> 00:35:59,770
warehouses.
774
00:36:00,090 --> 00:36:01,289
I love things organized.
775
00:36:01,289 --> 00:36:01,610
Alright.
776
00:36:01,610 --> 00:36:01,769
Cool.
777
00:36:01,769 --> 00:36:02,970
Let's talk about that then.
778
00:36:02,970 --> 00:36:03,210
Right?
779
00:36:03,210 --> 00:36:07,369
Like, the one you described about the
hamburgers in the box, I guarantee you they had
780
00:36:07,369 --> 00:36:09,864
a great hiring process too.
781
00:36:09,944 --> 00:36:14,505
And they picked the right people because, yeah,
there's people who are meant what and it's just
782
00:36:14,505 --> 00:36:15,385
the way the world is.
783
00:36:15,385 --> 00:36:15,625
You know?
784
00:36:15,625 --> 00:36:18,424
God made people to put burgers in a box all day
785
00:36:18,585 --> 00:36:18,824
Yes.
786
00:36:18,824 --> 00:36:19,704
And love it.
787
00:36:20,105 --> 00:36:20,505
Absolutely.
788
00:36:20,505 --> 00:36:24,089
Tell people, I go, again, this goes back to my
point about the owner thinking everyone thinks
789
00:36:24,089 --> 00:36:24,730
like them.
790
00:36:24,969 --> 00:36:28,809
You know You think everyone wants to, like,
make as much money as possible and grow, and
791
00:36:28,809 --> 00:36:30,090
they don't.
792
00:36:30,489 --> 00:36:31,929
They wanna be content.
793
00:36:31,929 --> 00:36:36,409
They wanna come and put in eight hours or ten
and go home and forget about this place and go
794
00:36:36,409 --> 00:36:39,514
enjoy their family and do their hobbies and
stuff like that.
795
00:36:39,514 --> 00:36:41,114
I go, I'm not like that.
796
00:36:41,434 --> 00:36:41,674
Yeah.
797
00:36:41,674 --> 00:36:43,594
I'm a guy who doesn't know how to have fun.
798
00:36:43,674 --> 00:36:44,554
I just Yeah.
799
00:36:44,795 --> 00:36:45,514
Yeah.
800
00:36:45,994 --> 00:36:47,914
They they want to they want to be valued.
801
00:36:47,914 --> 00:36:49,195
They want to have fun.
802
00:36:49,355 --> 00:36:55,059
They they want to they want to feel that they
can enjoy their work, But, yeah, they just they
803
00:36:55,059 --> 00:36:58,260
they, you know, want to leave it leave work at
work when they
804
00:36:58,260 --> 00:36:59,059
go home.
805
00:36:59,300 --> 00:36:59,380
Yeah.
806
00:36:59,460 --> 00:36:59,699
Guy.
807
00:36:59,699 --> 00:37:01,059
I always I always share the stories.
808
00:37:01,059 --> 00:37:04,179
We have a we have the Dollar General stores
here in America.
809
00:37:04,179 --> 00:37:04,420
Right?
810
00:37:04,420 --> 00:37:04,980
They're huge.
811
00:37:04,980 --> 00:37:05,539
Thousands of them.
812
00:37:05,539 --> 00:37:05,699
Right?
813
00:37:05,699 --> 00:37:08,019
They got the million square foot warehouses and
everything else.
814
00:37:08,175 --> 00:37:09,135
And I went down.
815
00:37:09,135 --> 00:37:10,015
I was consulting with them.
816
00:37:10,015 --> 00:37:14,494
I went down to the original in Kentucky and
walked around with the site manager, and he
817
00:37:14,494 --> 00:37:15,855
says, see that guy in the forklift?
818
00:37:15,855 --> 00:37:16,414
And I go, yeah.
819
00:37:16,414 --> 00:37:18,494
He goes, fifty years.
820
00:37:19,135 --> 00:37:19,454
Wow.
821
00:37:19,454 --> 00:37:21,215
Fifty years been driving that thing here.
822
00:37:21,215 --> 00:37:21,934
God.
823
00:37:21,934 --> 00:37:23,934
I go, oh, that's that's an anomaly.
824
00:37:24,389 --> 00:37:25,190
Holy cow.
825
00:37:25,190 --> 00:37:28,309
And then my next thing was always, like, can
you imagine all the stuff he's run into with
826
00:37:28,309 --> 00:37:29,030
those forks?
827
00:37:29,190 --> 00:37:29,510
You know?
828
00:37:29,510 --> 00:37:33,829
Like, just, you know, just kinda being funny,
but but I'm like, but that I go, that's a
829
00:37:33,829 --> 00:37:34,389
rarity.
830
00:37:34,710 --> 00:37:35,510
Totally content.
831
00:37:35,510 --> 00:37:36,230
Fifty years.
832
00:37:38,094 --> 00:37:39,295
Just doing that thing.
833
00:37:39,295 --> 00:37:40,175
I'm like, oh my gosh.
834
00:37:40,175 --> 00:37:40,815
That's amazing.
835
00:37:40,815 --> 00:37:42,735
I'm like, that boy, if only.
836
00:37:42,894 --> 00:37:44,655
If only we could have some of those people.
837
00:37:44,655 --> 00:37:44,974
Right?
838
00:37:44,974 --> 00:37:45,454
That is
839
00:37:45,535 --> 00:37:46,494
But they're out there.
840
00:37:46,494 --> 00:37:49,454
And there's another company down in South
Carolina very similar.
841
00:37:49,454 --> 00:37:51,135
Everyone stayed for twenty five, thirty years.
842
00:37:51,570 --> 00:37:52,130
Yeah.
843
00:37:52,130 --> 00:37:56,130
Like, it was like you you waited in line for
someone to die or retire Yeah.
844
00:37:56,289 --> 00:37:57,329
To get a job there.
845
00:37:57,329 --> 00:37:58,210
That's how that played.
846
00:37:58,210 --> 00:38:01,010
That's a cultural, like, amazing play.
847
00:38:01,010 --> 00:38:01,410
Right?
848
00:38:01,410 --> 00:38:01,969
It is.
849
00:38:01,969 --> 00:38:02,449
It is.
850
00:38:02,449 --> 00:38:06,369
They develop those things, and that's that that
should kinda be our goal.
851
00:38:06,764 --> 00:38:07,164
You know?
852
00:38:07,164 --> 00:38:09,885
What what are we putting into the cultural
aspect of this?
853
00:38:09,885 --> 00:38:11,085
Why do people wanna be here?
854
00:38:11,085 --> 00:38:11,964
Why do they stay?
855
00:38:11,964 --> 00:38:12,204
Yeah.
856
00:38:12,204 --> 00:38:16,364
Because I do have a saying that I share with
every business owner, and it's just two words.
857
00:38:16,364 --> 00:38:17,804
It's called everybody leaves.
858
00:38:19,050 --> 00:38:19,449
Okay?
859
00:38:19,449 --> 00:38:23,130
So when we talk about systemizing and
everything else, that's why we do it because
860
00:38:23,289 --> 00:38:27,050
and it might be in five years, might be in
twenty years, might be in five minutes.
861
00:38:27,050 --> 00:38:29,130
I've seen it on the first break of the day.
862
00:38:29,690 --> 00:38:30,489
They never come back.
863
00:38:31,204 --> 00:38:33,445
They go take a fifteen minute break, and they
never come back.
864
00:38:33,445 --> 00:38:34,164
I've seen it all.
865
00:38:34,164 --> 00:38:34,324
Right?
866
00:38:34,324 --> 00:38:39,125
So it's like everybody's gonna leave, so you
can't depend on a person with all the
867
00:38:39,125 --> 00:38:39,525
knowledge.
868
00:38:39,525 --> 00:38:39,844
Right?
869
00:38:39,844 --> 00:38:42,085
They hold you hostage, and that's the whole
thing.
870
00:38:42,085 --> 00:38:42,885
But Yeah.
871
00:38:42,885 --> 00:38:48,320
But our goal is, like and the other the other
caveat to that too, Mary Anne, is, like, what I
872
00:38:48,320 --> 00:38:50,960
have to understand the ROI of an employee.
873
00:38:51,119 --> 00:38:55,760
Meaning, when I when I bring them on, I train
them, I drop $10, $5, $15.
874
00:38:55,760 --> 00:38:56,160
Yeah.
875
00:38:56,160 --> 00:38:57,039
I'm training them.
876
00:38:57,039 --> 00:38:58,559
When does when do I recover that?
877
00:38:58,994 --> 00:39:00,355
Is that at eighteen months?
878
00:39:00,355 --> 00:39:01,635
Is that at twenty four months?
879
00:39:01,635 --> 00:39:02,755
Is it thirty six?
880
00:39:02,755 --> 00:39:05,315
When do I actually, like, break it even with
this person?
881
00:39:05,474 --> 00:39:11,869
Because I truly believe every every person on
the team should be an asset, which means
882
00:39:11,869 --> 00:39:14,510
they're producing way more than they're they're
being paid.
883
00:39:14,510 --> 00:39:14,910
Right?
884
00:39:14,910 --> 00:39:15,949
That's the goal.
885
00:39:15,949 --> 00:39:18,590
And if you don't have that mindset Yeah.
886
00:39:18,670 --> 00:39:21,470
You're gonna have what what we just call basic
profit leaks.
887
00:39:21,789 --> 00:39:23,869
And that's why that's why you're training.
888
00:39:24,485 --> 00:39:27,204
I mean, go just going back to McDonald's.
889
00:39:27,204 --> 00:39:30,565
At McDonald's, there's, like, initial training,
and then there's ongoing training.
890
00:39:30,565 --> 00:39:30,804
Right.
891
00:39:30,804 --> 00:39:34,805
And for me, it it's like training isn't an
event.
892
00:39:34,965 --> 00:39:36,485
It is an ongoing thing.
893
00:39:36,485 --> 00:39:41,320
You want your you want that team member,
regardless of what role they've come into, you
894
00:39:41,320 --> 00:39:44,360
want them to be productive as quickly as
possible.
895
00:39:44,519 --> 00:39:46,679
And that means you need to train them.
896
00:39:46,679 --> 00:39:50,920
You need to invest time in training them so
they can become productive so that they can
897
00:39:50,920 --> 00:39:54,280
start delivering for you within, you know, week
two, week three.
898
00:39:54,965 --> 00:39:59,445
I mean, I I know not everywhere is like a
McDonald's restaurant, but in a restaurant
899
00:39:59,445 --> 00:40:05,364
situation, you get somebody coming in who, you
know, quite often the the education system had
900
00:40:05,364 --> 00:40:10,324
chucked out, and they come, you know, wandering
in hair over their eyes, you know, not wanting
901
00:40:10,324 --> 00:40:12,420
to interact with anybody.
902
00:40:12,579 --> 00:40:18,980
And within a week, they would be taking
ownership for a station in the restaurant.
903
00:40:18,980 --> 00:40:25,625
And and that used to honestly, it used to just
fill me with such joy and sense of achievement
904
00:40:25,704 --> 00:40:29,304
because, you know, they they weren't it was
often their first job.
905
00:40:29,304 --> 00:40:32,025
They didn't know how to be in the work
environment.
906
00:40:32,824 --> 00:40:34,985
But so quickly, they were productive.
907
00:40:34,985 --> 00:40:40,730
And and that's when when I'm working with a
business now, that's my aim is to help them to
908
00:40:40,730 --> 00:40:47,369
understand how to get people to be productive
as quickly as possible and then to continue to
909
00:40:47,369 --> 00:40:48,010
add value.
910
00:40:48,894 --> 00:40:54,335
But to do that, you need to continue to keep
training them, to hold them to standards, to
911
00:40:54,335 --> 00:40:56,335
give them feedback, quality feedback.
912
00:40:56,815 --> 00:41:03,215
So it's it is an ongoing it's an ongoing invest
investment, but the return should always be
913
00:41:03,215 --> 00:41:07,800
greater than the time and money that you're
spending on training them, if that makes sense.
914
00:41:07,800 --> 00:41:08,119
Yeah.
915
00:41:08,119 --> 00:41:08,359
No.
916
00:41:08,359 --> 00:41:08,760
Totally.
917
00:41:08,760 --> 00:41:10,199
This is what I do in manufacturing.
918
00:41:10,199 --> 00:41:10,440
Right?
919
00:41:10,440 --> 00:41:13,559
We start with the ninety day, and then it's
continuous years.
920
00:41:13,639 --> 00:41:17,880
It's a multiyear engagement where we keep
elevating these leaders with rewards.
921
00:41:17,880 --> 00:41:21,625
I mean, that would I could share it to you
after the show, but it's like, the these people
922
00:41:21,784 --> 00:41:22,984
you talk about buy in.
923
00:41:22,984 --> 00:41:24,264
You need that buy in.
924
00:41:24,344 --> 00:41:24,585
Yeah.
925
00:41:24,585 --> 00:41:24,824
Right?
926
00:41:24,824 --> 00:41:26,184
Just like the McDonald's way.
927
00:41:26,184 --> 00:41:26,905
You know I'm saying?
928
00:41:26,905 --> 00:41:27,704
There's a buy in.
929
00:41:27,704 --> 00:41:29,065
You you're part of something.
930
00:41:29,385 --> 00:41:29,784
Yes.
931
00:41:29,784 --> 00:41:33,750
You're not the lone the lone soldier out there,
you know, in the desert.
932
00:41:33,750 --> 00:41:35,110
You know that you're a part of something.
933
00:41:35,110 --> 00:41:37,269
You understand other people are doing this and
going through it.
934
00:41:37,269 --> 00:41:42,309
You you continue the continuous improvement,
we're totally aligned on that because I always
935
00:41:42,309 --> 00:41:47,750
like a lot of times I work with companies and
we put a position, they won't put levels inside
936
00:41:47,750 --> 00:41:48,150
the position.
937
00:41:48,675 --> 00:41:52,035
So you start at level zero, day one, and
there's a time frame.
938
00:41:52,035 --> 00:41:53,635
Maybe it's three weeks, maybe it's five weeks.
939
00:41:53,635 --> 00:41:54,035
That's it.
940
00:41:54,035 --> 00:41:54,434
Learning.
941
00:41:54,434 --> 00:41:54,755
Learning.
942
00:41:54,755 --> 00:41:54,914
Yeah.
943
00:41:54,914 --> 00:41:58,275
Then you go to level one, okay, which means you
can keep working here.
944
00:41:58,594 --> 00:41:58,994
Okay.
945
00:41:58,994 --> 00:42:00,114
That's level one.
946
00:42:00,114 --> 00:42:04,500
But then then there's money and qual there's
qualification, there's time attached to each
947
00:42:04,500 --> 00:42:04,980
level.
948
00:42:04,980 --> 00:42:07,059
Basically, let's say there's four levels
inside.
949
00:42:07,059 --> 00:42:09,860
So at six months, okay, great.
950
00:42:09,860 --> 00:42:12,420
You hit six months, and now you can do x, y,
and z.
951
00:42:12,900 --> 00:42:16,820
Now you're ready to go to level two, and you
get a dollar promotion or whatever that is.
952
00:42:16,820 --> 00:42:17,300
Yeah. Each
953
00:42:17,140 --> 00:42:20,535
Each time but you're not it's not just
competency you're doing.
954
00:42:20,775 --> 00:42:23,974
So what what we put in there is you talked
about the developments.
955
00:42:23,974 --> 00:42:24,534
Right?
956
00:42:24,534 --> 00:42:26,295
We want them to become better people.
957
00:42:26,695 --> 00:42:26,934
Yeah.
958
00:42:26,934 --> 00:42:31,414
So if they can if you've got 50 people on the
floor and you wanna make them all as better
959
00:42:31,414 --> 00:42:32,934
people, here's how I look at it.
960
00:42:32,934 --> 00:42:33,414
Okay?
961
00:42:33,414 --> 00:42:34,695
So I'm working with these people now.
962
00:42:34,829 --> 00:42:36,910
They all have families and people they know.
963
00:42:37,309 --> 00:42:41,230
If you make them better as people and obviously
more competent, which is actually increasing
964
00:42:41,230 --> 00:42:43,070
competency is the easiest thing you can do.
965
00:42:43,150 --> 00:42:43,550
Yeah.
966
00:42:43,550 --> 00:42:43,950
Right?
967
00:42:43,950 --> 00:42:44,590
You can Yeah.
968
00:42:44,670 --> 00:42:45,390
Do Absolutely.
969
00:42:45,469 --> 00:42:46,110
Work by the way.
970
00:42:46,110 --> 00:42:46,750
It is.
971
00:42:46,750 --> 00:42:46,989
Yeah.
972
00:42:46,989 --> 00:42:51,545
But, making them better as people, whatever
that looks like, they take that home, and their
973
00:42:51,545 --> 00:42:52,344
families see that.
974
00:42:52,344 --> 00:42:54,105
Their families interact in the community.
975
00:42:54,264 --> 00:42:54,585
Right?
976
00:42:54,585 --> 00:42:58,664
You're affecting a lot of lives in a good way
by doing that, but you're giving them real
977
00:42:58,664 --> 00:43:02,184
purpose there because you're getting more than
I'm really good at what I do.
978
00:43:02,960 --> 00:43:05,599
And I do not I got to learn this, this, and
this.
979
00:43:05,599 --> 00:43:05,839
Yeah.
980
00:43:05,839 --> 00:43:06,639
And I can use it.
981
00:43:06,639 --> 00:43:10,159
And when they go to the next place because
everybody leaves Yeah.
982
00:43:10,159 --> 00:43:11,839
When that time comes, they hit a ceiling.
983
00:43:11,839 --> 00:43:12,960
They're I mean, come on.
984
00:43:12,960 --> 00:43:14,000
Business have ceilings.
985
00:43:13,920 --> 00:43:16,239
Can All the business grows out outgrows them.
986
00:43:16,239 --> 00:43:17,920
You you hit twenty seven year and went up.
987
00:43:17,920 --> 00:43:18,559
Got nowhere to go.
988
00:43:18,644 --> 00:43:18,965
Yeah.
989
00:43:18,965 --> 00:43:19,445
Time to go.
990
00:43:19,445 --> 00:43:19,605
Right?
991
00:43:19,605 --> 00:43:20,965
So everybody leaves.
992
00:43:20,965 --> 00:43:24,724
So but but now they've taken to go to the next
place, and they've got all these additional
993
00:43:24,724 --> 00:43:27,684
skills and traits and character they've
developed.
994
00:43:27,684 --> 00:43:27,925
Yeah.
995
00:43:27,925 --> 00:43:29,844
I mean, they're like, they can hire quickly.
996
00:43:30,164 --> 00:43:30,405
Yeah.
997
00:43:30,405 --> 00:43:31,364
They're in demand.
998
00:43:31,364 --> 00:43:32,324
Absolutely.
999
00:43:32,610 --> 00:43:33,010
Yeah.
1000
00:43:33,010 --> 00:43:40,530
We we we use a we use a scorecard for our sort
of personal development, performance reviews.
1001
00:43:40,690 --> 00:43:42,369
And it's just got three simple sections.
1002
00:43:42,369 --> 00:43:44,450
One is how you do your job.
1003
00:43:44,450 --> 00:43:47,924
You know, do you do you follow our way of doing
things consistently?
1004
00:43:47,924 --> 00:43:50,005
What's how how is your attention to detail?
1005
00:43:50,005 --> 00:43:50,885
That sort of thing.
1006
00:43:50,964 --> 00:43:53,684
Second section is about your contribution to
the team.
1007
00:43:54,005 --> 00:43:58,484
You know, how do you are you are you a positive
influence on team morale when things are down?
1008
00:43:58,644 --> 00:44:00,964
Do you help others out when, you know, when
they need it?
1009
00:44:01,380 --> 00:44:08,260
And then the third section is about how you are
living our values as a as a team.
1010
00:44:08,739 --> 00:44:13,539
And, you know, a lot of people with values,
they're they're sort of laminated rather than
1011
00:44:13,539 --> 00:44:13,859
lived.
1012
00:44:13,859 --> 00:44:14,179
Yeah.
1013
00:44:14,179 --> 00:44:19,804
You know, they've chosen the business owner has
chosen a bunch of words that, oh, these are our
1014
00:44:19,804 --> 00:44:25,565
values, but nobody ever gets told what they
look like in practice and, you know so so, you
1015
00:44:25,565 --> 00:44:33,029
know, customer customer first, what does that
actually look like in practice day to day?
1016
00:44:33,029 --> 00:44:34,789
That's actually one of the more easy ones.
1017
00:44:34,869 --> 00:44:38,630
Sometimes it's just one word, progression or
progressive.
1018
00:44:38,630 --> 00:44:39,109
You know?
1019
00:44:39,109 --> 00:44:39,670
Right.
1020
00:44:39,750 --> 00:44:40,949
What on earth does that mean?
1021
00:44:40,949 --> 00:44:43,269
What do how do I show that I'm progressive?
1022
00:44:43,269 --> 00:44:44,150
What are the examples?
1023
00:44:44,744 --> 00:44:47,704
But I think those three things, it's similar to
what you're saying.
1024
00:44:47,704 --> 00:44:51,545
It's not about what you are able to do.
1025
00:44:51,704 --> 00:44:54,184
I had a brilliant a brilliant team member once.
1026
00:44:54,184 --> 00:44:57,304
She was so good at nailing her goals.
1027
00:44:57,304 --> 00:44:58,264
Oh my lord.
1028
00:44:58,264 --> 00:45:00,025
She she every single time.
1029
00:45:00,480 --> 00:45:04,960
But she walked all over all all of the other
team members to do it.
1030
00:45:05,119 --> 00:45:10,159
You know, the the how she did what she did was
really lacking.
1031
00:45:10,159 --> 00:45:14,239
And in the end, had to let it go because she
was just she was bullying, you know, the team.
1032
00:45:14,320 --> 00:45:14,800
Awful.
1033
00:45:15,405 --> 00:45:17,085
And it's always stuck in my head.
1034
00:45:17,085 --> 00:45:19,565
It's not just about what you were able to do.
1035
00:45:19,724 --> 00:45:23,085
It's how you do it, how you work with the team.
1036
00:45:23,324 --> 00:45:23,644
Yeah.
1037
00:45:23,644 --> 00:45:28,989
I think it's it's those things are really
important, when you look at that because from a
1038
00:45:28,989 --> 00:45:32,349
character standpoint, you know, these are
things we can't really fix.
1039
00:45:32,670 --> 00:45:32,989
Right?
1040
00:45:32,989 --> 00:45:35,309
So we have to hire on character.
1041
00:45:35,710 --> 00:45:38,750
It's important because who's gonna affect who
in the company.
1042
00:45:38,989 --> 00:45:41,469
So we're building this, like, who we actually
bringing in here?
1043
00:45:41,469 --> 00:45:42,910
So I was working with the company the other
day.
1044
00:45:43,405 --> 00:45:43,965
Same thing.
1045
00:45:43,965 --> 00:45:45,325
They have their core values.
1046
00:45:45,565 --> 00:45:46,204
I'm like, okay.
1047
00:45:46,204 --> 00:45:48,445
They're they're we're we're building a hiring
process.
1048
00:45:48,445 --> 00:45:49,085
Okay?
1049
00:45:49,085 --> 00:45:52,204
So I'm walking them through kinda teaching them
because I kinda let them do, then I correct and
1050
00:45:52,204 --> 00:45:53,485
do and correct and do that.
1051
00:45:53,485 --> 00:45:54,125
So I go, okay.
1052
00:45:54,125 --> 00:45:57,940
Well, how do you what are you just gonna tell
them what the core values are?
1053
00:45:57,940 --> 00:45:58,420
She goes, yeah.
1054
00:45:58,420 --> 00:46:00,099
I think we'll just read them the core values.
1055
00:46:00,099 --> 00:46:01,619
I go, and what's that gonna do?
1056
00:46:02,180 --> 00:46:04,340
I go, so why don't you try this?
1057
00:46:04,340 --> 00:46:05,700
Let's try it a different way.
1058
00:46:05,940 --> 00:46:07,300
Why don't you give them a scenario?
1059
00:46:08,045 --> 00:46:08,684
Hey.
1060
00:46:08,684 --> 00:46:13,085
If you ran into have you ever ran into this
situation where you had this, this, and this?
1061
00:46:13,085 --> 00:46:15,005
And if you haven't, like, what would you do?
1062
00:46:15,644 --> 00:46:18,845
Because what you're doing is you're planting
the core value.
1063
00:46:19,005 --> 00:46:21,805
You're listening for the answer that aligns
with your core value.
1064
00:46:22,420 --> 00:46:25,380
I said, make the and she she was like, that's
really good idea.
1065
00:46:25,380 --> 00:46:26,340
I said, well, thank you.
1066
00:46:26,340 --> 00:46:27,059
I appreciate that.
1067
00:46:27,059 --> 00:46:32,659
So let's write those out for your six core
values and put them in a situation, you know,
1068
00:46:32,659 --> 00:46:38,255
verbally so they and and and do because you
can't hide that because they have they're in
1069
00:46:38,175 --> 00:46:40,575
right there, they have to they have to give an
answer right now.
1070
00:46:40,575 --> 00:46:44,095
They don't get to go look it up and write it
and ask chat and all the other nonsense.
1071
00:46:44,095 --> 00:46:44,255
Right?
1072
00:46:44,255 --> 00:46:46,335
They gotta tell you to your face in the
interview.
1073
00:46:46,335 --> 00:46:47,614
I and it works.
1074
00:46:47,614 --> 00:46:47,934
Right?
1075
00:46:47,934 --> 00:46:52,739
Because we because if they if we have six core
values and they're they have two of them and
1076
00:46:52,739 --> 00:46:55,059
they're missing four, they can't be on the
team.
1077
00:46:55,140 --> 00:46:55,860
Exactly.
1078
00:46:55,860 --> 00:46:56,260
Exactly.
1079
00:46:56,260 --> 00:46:57,780
We're not we're not here to Yeah.
1080
00:46:57,780 --> 00:47:02,579
We don't have core value training instilling
core like, you either have it or you don't.
1081
00:47:02,579 --> 00:47:02,900
Okay?
1082
00:47:02,900 --> 00:47:03,300
Exactly.
1083
00:47:03,635 --> 00:47:07,635
Just hire people who share your values and
don't settle for anybody else.
1084
00:47:07,635 --> 00:47:08,275
Definitely.
1085
00:47:08,355 --> 00:47:08,594
Yeah.
1086
00:47:08,594 --> 00:47:11,074
Like I asked somebody, say, well, what what do
you accept?
1087
00:47:11,074 --> 00:47:14,914
If if you if they've got four of six, do they
get hired?
1088
00:47:15,074 --> 00:47:15,795
Is that good enough?
1089
00:47:15,900 --> 00:47:16,299
Oh, yeah.
1090
00:47:16,299 --> 00:47:16,779
Okay.
1091
00:47:16,779 --> 00:47:16,940
Yeah.
1092
00:47:16,940 --> 00:47:19,019
Because you can work on those other two and
whatever.
1093
00:47:19,019 --> 00:47:23,420
So you but you have to lay this stuff out as
part of the process systems kind of thing.
1094
00:47:23,420 --> 00:47:25,179
Like, what do we actually accept?
1095
00:47:25,659 --> 00:47:27,179
You know, what what do we tolerate?
1096
00:47:27,179 --> 00:47:28,539
We talk about the low bar a lot.
1097
00:47:28,875 --> 00:47:29,114
Yeah.
1098
00:47:29,114 --> 00:47:31,034
And people and I ask people a real simple
question.
1099
00:47:31,034 --> 00:47:31,355
Okay.
1100
00:47:31,355 --> 00:47:32,155
You got your low bar.
1101
00:47:32,155 --> 00:47:32,394
Right?
1102
00:47:32,394 --> 00:47:32,635
Okay.
1103
00:47:32,635 --> 00:47:38,474
This so John comes every day, doesn't miss a
day, isn't late, doesn't leave early, and but
1104
00:47:38,474 --> 00:47:40,315
he does only the low bar.
1105
00:47:40,554 --> 00:47:41,034
Yeah.
1106
00:47:41,034 --> 00:47:41,355
K?
1107
00:47:41,355 --> 00:47:41,994
That's all he does.
1108
00:47:42,269 --> 00:47:43,869
And he's been here for four years.
1109
00:47:44,030 --> 00:47:46,110
I said, is John a good or a bad employee?
1110
00:47:46,750 --> 00:47:47,949
He's a bad employee.
1111
00:47:47,949 --> 00:47:50,590
I'm gonna have to argue that and tell you he's
a good employee.
1112
00:47:50,829 --> 00:47:52,269
You set the low bar.
1113
00:47:52,909 --> 00:47:53,230
Yeah.
1114
00:47:53,230 --> 00:47:54,429
John is consistent.
1115
00:47:54,429 --> 00:47:55,150
You do all that.
1116
00:47:55,150 --> 00:47:56,574
I go, well, then we the bar.
1117
00:47:56,574 --> 00:47:57,855
I said, well, you can yeah.
1118
00:47:57,855 --> 00:48:00,414
You definitely can raise the low bar, but you
gotta be careful.
1119
00:48:00,735 --> 00:48:03,535
Because some people think a low bar should be
equal to the high bar.
1120
00:48:03,535 --> 00:48:05,535
I go, then now you're thinking everybody's you.
1121
00:48:05,934 --> 00:48:08,894
I said, you gotta have a low bar to be able to
accept it.
1122
00:48:09,295 --> 00:48:09,614
Yeah.
1123
00:48:09,614 --> 00:48:11,695
So if you don't like it, inch it up a little at
a time.
1124
00:48:12,260 --> 00:48:12,739
You know?
1125
00:48:12,739 --> 00:48:16,819
But it's it's it's one of those things that I
don't think a lot of business owners think of.
1126
00:48:16,819 --> 00:48:18,819
They think everyone's gonna be a top performer
because they are.
1127
00:48:18,819 --> 00:48:19,859
And it's just
1128
00:48:20,099 --> 00:48:22,339
have stead steady stairs.
1129
00:48:22,339 --> 00:48:27,994
The good there has to be that level of people
who literally turn up, do a do a good job, and
1130
00:48:27,994 --> 00:48:28,714
go home.
1131
00:48:28,795 --> 00:48:29,755
And and that's fine.
1132
00:48:29,755 --> 00:48:31,114
And it's certainly in a bigger team.
1133
00:48:31,114 --> 00:48:37,194
In a smaller team, you might want more people
who are driven, you know, more enthusiastic,
1134
00:48:37,194 --> 00:48:38,954
who want to do more, who might stay late.
1135
00:48:39,349 --> 00:48:43,510
But but in a in a large team, you're definitely
gonna have a whole bunch of people who just
1136
00:48:43,510 --> 00:48:45,349
want to do a good job and then go home.
1137
00:48:45,590 --> 00:48:45,829
Yeah.
1138
00:48:45,829 --> 00:48:47,510
And like I said, you have to define that.
1139
00:48:48,070 --> 00:48:51,590
Who is prim and then, like and hire for that,
and they'll stay.
1140
00:48:51,590 --> 00:48:54,070
Those people are there's a lot of those best
most people.
1141
00:48:54,614 --> 00:48:55,094
Yeah.
1142
00:48:55,094 --> 00:48:55,574
That
1143
00:48:55,574 --> 00:48:58,695
is Most people and I'm not I don't mean this in
a judgmental way.
1144
00:48:58,934 --> 00:49:00,695
Most people are just average.
1145
00:49:01,094 --> 00:49:01,655
Yeah.
1146
00:49:01,894 --> 00:49:02,375
Okay?
1147
00:49:02,375 --> 00:49:05,175
And I I equate average to waking up in the
morning.
1148
00:49:05,414 --> 00:49:06,054
That's average.
1149
00:49:06,054 --> 00:49:08,170
You've reached average if you wake up.
1150
00:49:08,250 --> 00:49:08,809
Okay?
1151
00:49:08,809 --> 00:49:10,570
So I'm not an average person.
1152
00:49:10,570 --> 00:49:11,610
Got to work.
1153
00:49:12,010 --> 00:49:12,490
I'm
1154
00:49:12,969 --> 00:49:13,449
at average.
1155
00:49:13,449 --> 00:49:13,690
Okay.
1156
00:49:13,690 --> 00:49:14,650
We got nowhere to go but up.
1157
00:49:14,650 --> 00:49:16,010
Well, I guess you go backwards a little bit.
1158
00:49:16,010 --> 00:49:17,289
But but but but also
1159
00:49:17,769 --> 00:49:24,905
But they won't but also so that those average
people might be brilliant at playing the guitar
1160
00:49:24,905 --> 00:49:25,945
or That's it.
1161
00:49:25,945 --> 00:49:31,385
Being a mother or, you know, being a, you know,
footballer at the weekend or whatever whatever
1162
00:49:31,385 --> 00:49:32,105
it might be.
1163
00:49:32,105 --> 00:49:38,430
They they they have their zone of genius
somewhere other than in the workplace, and
1164
00:49:38,430 --> 00:49:39,309
that's Yeah.
1165
00:49:39,309 --> 00:49:44,190
And and I think I think what what you have to
understand about that is you're the job you're
1166
00:49:44,190 --> 00:49:48,744
giving them is only to support the guitar
playing Yes.
1167
00:49:48,744 --> 00:49:50,344
And only to support the football.
1168
00:49:50,344 --> 00:49:50,585
Right?
1169
00:49:50,585 --> 00:49:53,065
I mean, that's that's like so they're like,
hey.
1170
00:49:53,065 --> 00:49:55,864
I'll come to work all the time so I get paid so
I can go do what I like.
1171
00:49:56,025 --> 00:49:56,425
Yeah.
1172
00:49:56,425 --> 00:49:56,744
Okay.
1173
00:49:56,744 --> 00:49:58,025
And that's totally okay too.
1174
00:49:58,025 --> 00:49:59,385
I'm I'm all for that.
1175
00:49:59,385 --> 00:49:59,625
Yeah.
1176
00:49:59,625 --> 00:50:00,184
I'm I love
1177
00:50:00,184 --> 00:50:00,505
it.
1178
00:50:00,505 --> 00:50:02,105
I I'm like, that's that's just awesome.
1179
00:50:02,599 --> 00:50:03,000
Yeah.
1180
00:50:03,000 --> 00:50:08,440
It's it's it's like one of the questions to
that I like to ask people at, you know, at some
1181
00:50:08,440 --> 00:50:12,199
point in these organizations is, what do you
really want?
1182
00:50:12,199 --> 00:50:16,440
If you if you didn't have to work at all, what
would you be doing?
1183
00:50:16,775 --> 00:50:17,255
Right.
1184
00:50:17,255 --> 00:50:18,135
What would you be doing?
1185
00:50:18,135 --> 00:50:18,934
You know, where would you be?
1186
00:50:18,934 --> 00:50:19,335
What could
1187
00:50:19,335 --> 00:50:19,894
you be doing?
1188
00:50:19,894 --> 00:50:22,454
And quite actually, often people go, oh my god.
1189
00:50:22,454 --> 00:50:23,974
I've no I've I've no idea.
1190
00:50:23,974 --> 00:50:25,574
I never thought about it.
1191
00:50:25,574 --> 00:50:26,454
Never thought about it.
1192
00:50:26,454 --> 00:50:29,015
Well, I guess to a certain degree, why would
you?
1193
00:50:29,015 --> 00:50:30,934
Because the chance of you not having to work.
1194
00:50:31,510 --> 00:50:31,910
Right.
1195
00:50:31,910 --> 00:50:37,989
But, yeah, it's it's it's it's really it's
really interesting to find out people's hidden
1196
00:50:37,989 --> 00:50:41,829
dreams that they don't don't like to talk about
because they're
1197
00:50:42,470 --> 00:50:43,269
You're you're right.
1198
00:50:43,269 --> 00:50:47,414
And here's the thing because I I I put those in
a lot of the interview questions because I
1199
00:50:47,414 --> 00:50:52,215
wanna know whatever their hobbies are, how do
they cross over into this position?
1200
00:50:52,534 --> 00:50:53,094
Yeah.
1201
00:50:53,175 --> 00:50:57,014
If I got a guy who's running the machine and
occasionally gotta get a little technical and
1202
00:50:57,014 --> 00:51:00,750
fix this and this, And his favorite thing is
working on old cars on the weekend and stuff
1203
00:51:00,750 --> 00:51:01,150
like that.
1204
00:51:01,150 --> 00:51:04,590
He might be a really good fit for this job
because he's not afraid to tinker with stuff
1205
00:51:04,590 --> 00:51:06,190
and do this and that, and it's awesome.
1206
00:51:06,430 --> 00:51:06,750
Right?
1207
00:51:06,750 --> 00:51:07,710
So it's like, okay.
1208
00:51:07,710 --> 00:51:08,349
That aligns.
1209
00:51:08,349 --> 00:51:08,829
That's good.
1210
00:51:08,829 --> 00:51:09,630
I like that hobby.
1211
00:51:09,630 --> 00:51:09,950
That's cool.
1212
00:51:09,950 --> 00:51:10,910
That's gonna work really well.
1213
00:51:10,910 --> 00:51:15,835
So you can kinda develop it that way and become
that and and really define that position.
1214
00:51:16,154 --> 00:51:18,234
And, like, you're looking for these certain
outcomes.
1215
00:51:18,234 --> 00:51:19,194
This is another thing, Mary.
1216
00:51:19,194 --> 00:51:23,434
I don't know if you do this, but on my
questions when we when we're building out a
1217
00:51:23,434 --> 00:51:28,389
hiring process and when we get to the in person
interview, I have the question, And then on the
1218
00:51:28,469 --> 00:51:31,510
we'll call the facilitator, you know, who's
given the interview Yeah.
1219
00:51:32,070 --> 00:51:33,590
I have outcomes on there.
1220
00:51:33,590 --> 00:51:35,430
Like, what are we actually listening for?
1221
00:51:35,670 --> 00:51:36,949
What what do we actually want to hear?
1222
00:51:36,949 --> 00:51:41,269
Not not specifically, but in general, like, if
you don't do that with your questions, all
1223
00:51:41,269 --> 00:51:43,349
you're getting is answers, and you have no way
to apply them.
1224
00:51:43,554 --> 00:51:46,034
Is it is this is this what we're looking for or
not?
1225
00:51:46,034 --> 00:51:51,074
So that outcome section is really, really
important and powerful when you're gonna make
1226
00:51:51,074 --> 00:51:53,795
that final assessment is do they fit on the
team.
1227
00:51:54,114 --> 00:51:55,875
And, also, what is your gut telling you?
1228
00:51:55,875 --> 00:51:58,994
I I think too many people dismiss what their
gut's telling them.
1229
00:51:59,190 --> 00:52:02,069
It's like everything this person appears
perfect.
1230
00:52:02,069 --> 00:52:03,269
Their CV's perfect.
1231
00:52:03,269 --> 00:52:09,109
They're answering all of my questions
brilliantly, but my gut's just telling me that
1232
00:52:09,109 --> 00:52:10,389
they're not gonna be a good fit.
1233
00:52:11,405 --> 00:52:12,125
Sometimes Go
1234
00:52:12,125 --> 00:52:12,605
with it.
1235
00:52:12,605 --> 00:52:13,244
Keep going.
1236
00:52:13,244 --> 00:52:14,364
With go with your gut.
1237
00:52:14,364 --> 00:52:17,565
I I ask all my clients because they all we're
in construction and trades.
1238
00:52:17,565 --> 00:52:19,964
I go, when when have you been wrong?
1239
00:52:19,964 --> 00:52:21,085
When has your gut been wrong?
1240
00:52:21,085 --> 00:52:23,644
And they're like, oh, I guess that'd be never.
1241
00:52:23,644 --> 00:52:24,204
I go, right.
1242
00:52:24,769 --> 00:52:26,849
It's important to go listen to them.
1243
00:52:26,849 --> 00:52:27,089
Yeah.
1244
00:52:27,089 --> 00:52:30,609
There's that that is really important because
you always regret it when you do, oh, I knew I
1245
00:52:30,609 --> 00:52:31,969
kinda knew, and then it didn't work.
1246
00:52:31,969 --> 00:52:35,489
And so too many people just don't don't trust
their gut.
1247
00:52:35,489 --> 00:52:39,809
And, also, they don't recognize that actually
their safety net is the probation period.
1248
00:52:40,255 --> 00:52:45,375
And and, you you know, if you if you doubt your
gut, you've always got the probation period,
1249
00:52:45,375 --> 00:52:50,175
but then but then you've got to make the
probation period work for you and make a
1250
00:52:50,175 --> 00:52:51,454
decision at the end of it.
1251
00:52:51,614 --> 00:52:51,934
Not just
1252
00:52:51,934 --> 00:52:53,054
like Very true.
1253
00:52:53,054 --> 00:52:56,990
It's, you know, it's a it's the old saying, you
know, you wanna hire slowly and fire quickly.
1254
00:52:57,070 --> 00:52:57,390
Yeah.
1255
00:52:57,390 --> 00:52:57,630
Yeah.
1256
00:52:57,630 --> 00:52:57,789
Yeah.
1257
00:52:57,789 --> 00:53:01,949
That that's it's just kind of an operating
system you have to place, so you have to
1258
00:53:01,949 --> 00:53:02,430
understand.
1259
00:53:02,430 --> 00:53:05,550
But we could do a whole show just on hiring
easily.
1260
00:53:05,550 --> 00:53:05,869
Right?
1261
00:53:05,869 --> 00:53:07,869
I mean, it's like it's I mean, he Probably two.
1262
00:53:07,869 --> 00:53:08,190
Right?
1263
00:53:08,190 --> 00:53:08,829
Probably two shows.
1264
00:53:08,985 --> 00:53:13,625
But, but I just I just I love that we're
talking about this stuff for the audience
1265
00:53:13,625 --> 00:53:17,785
because they can really start to say, well,
what am I doing in these areas?
1266
00:53:17,785 --> 00:53:18,744
Like, do you have it?
1267
00:53:18,744 --> 00:53:19,704
Do you do not?
1268
00:53:19,785 --> 00:53:21,065
I never even thought about that.
1269
00:53:21,065 --> 00:53:22,505
Oh, that that's a thing.
1270
00:53:23,170 --> 00:53:23,570
You know?
1271
00:53:23,570 --> 00:53:24,289
Oh, purpose?
1272
00:53:24,289 --> 00:53:25,170
Oh, that's a thing?
1273
00:53:25,170 --> 00:53:26,690
I just want people to work.
1274
00:53:27,010 --> 00:53:28,610
Just be quiet and do what I tell you.
1275
00:53:28,610 --> 00:53:28,849
You know?
1276
00:53:28,849 --> 00:53:30,369
Like, well, those days are kinda gone.
1277
00:53:30,369 --> 00:53:30,610
Yeah.
1278
00:53:30,610 --> 00:53:30,769
You know,
1279
00:53:30,769 --> 00:53:35,090
I have go But I think I I think business owners
need to be trained to be
1280
00:53:36,764 --> 00:53:37,644
Leaders?
1281
00:53:38,045 --> 00:53:38,684
Yeah.
1282
00:53:38,684 --> 00:53:39,404
Yes.
1283
00:53:39,404 --> 00:53:41,244
That's the word I was groping for.
1284
00:53:41,565 --> 00:53:42,045
Yes.
1285
00:53:42,444 --> 00:53:43,164
Yeah.
1286
00:53:43,164 --> 00:53:44,284
It's Just leaders.
1287
00:53:44,284 --> 00:53:44,684
Yeah.
1288
00:53:44,684 --> 00:53:46,445
It's it's a team.
1289
00:53:46,605 --> 00:53:47,164
That's right.
1290
00:53:47,164 --> 00:53:50,125
It's it's really and and the great leaders make
more leaders.
1291
00:53:50,284 --> 00:53:50,605
Yeah.
1292
00:53:50,989 --> 00:53:51,389
Okay?
1293
00:53:51,389 --> 00:53:54,429
So that's that's the first thing they have to
grasp.
1294
00:53:54,909 --> 00:53:55,150
Yeah.
1295
00:53:55,150 --> 00:53:55,309
You're here
1296
00:53:55,309 --> 00:53:58,190
as the leader all areas that make a bunch of
other leaders.
1297
00:53:58,190 --> 00:53:58,589
Okay?
1298
00:53:58,589 --> 00:54:00,909
Otherwise, you are a slave to your business.
1299
00:54:01,230 --> 00:54:01,630
Yeah.
1300
00:54:01,630 --> 00:54:05,630
Now you'll be in that owner prison forever
because you're you're afraid to let go and you
1301
00:54:05,630 --> 00:54:07,535
gotta control and all that stuff.
1302
00:54:07,535 --> 00:54:08,414
So that's all part of
1303
00:54:08,414 --> 00:54:12,015
Some people, though, some people are in love
with the struggle.
1304
00:54:12,255 --> 00:54:12,894
They I know.
1305
00:54:12,974 --> 00:54:19,135
Like to talk about the hundred hour weeks and,
oh, I've gotta take my laptop on on holiday
1306
00:54:19,135 --> 00:54:19,614
with me.
1307
00:54:19,614 --> 00:54:20,974
They they'll like to do that.
1308
00:54:20,974 --> 00:54:22,414
It's like sort of badge of honor.
1309
00:54:22,900 --> 00:54:24,179
It's so sad.
1310
00:54:24,179 --> 00:54:24,500
I just
1311
00:54:24,659 --> 00:54:25,780
Bad for their team.
1312
00:54:26,099 --> 00:54:27,780
I just got back from Albania.
1313
00:54:27,780 --> 00:54:29,619
My wife and I, couple of kids went to Albania.
1314
00:54:29,619 --> 00:54:31,699
My son's there, right, he's at the embassy
there and stuff.
1315
00:54:31,699 --> 00:54:32,019
You know?
1316
00:54:32,019 --> 00:54:32,660
He's a boy.
1317
00:54:33,300 --> 00:54:38,364
So I'm working on this big project, and I'm
spending fifteen hours a day where we so my
1318
00:54:38,364 --> 00:54:39,724
wife, she looks over at me.
1319
00:54:39,724 --> 00:54:43,005
It was a couple days before we left, and I'm on
the laptop at the dining room table.
1320
00:54:43,005 --> 00:54:45,404
And she goes, you know you're not bringing
that.
1321
00:54:45,404 --> 00:54:45,804
Right?
1322
00:54:46,204 --> 00:54:47,324
And I just kinda looked at it.
1323
00:54:47,324 --> 00:54:51,244
I go, she goes, oh, just give me your plane
ticket right now if you think you're bringing
1324
00:54:51,244 --> 00:54:51,404
that.
1325
00:54:52,130 --> 00:54:52,530
Okay.
1326
00:54:52,530 --> 00:54:53,650
I'm like, okay.
1327
00:54:53,650 --> 00:54:55,329
So no no laptop.
1328
00:54:55,489 --> 00:54:56,849
Love your wife already.
1329
00:54:57,090 --> 00:54:57,730
No phone.
1330
00:54:57,730 --> 00:54:58,849
My phone didn't work there.
1331
00:54:58,849 --> 00:54:59,730
That was great.
1332
00:54:59,890 --> 00:55:02,849
So I went I went ten days, like, no commute.
1333
00:55:02,849 --> 00:55:03,250
It was awesome.
1334
00:55:04,125 --> 00:55:04,525
Yeah.
1335
00:55:04,525 --> 00:55:04,764
Etoks.
1336
00:55:04,844 --> 00:55:05,724
The best time ever.
1337
00:55:05,724 --> 00:55:08,364
And I'm and I'm not naughty, like, with the
phone and the cell phone.
1338
00:55:08,364 --> 00:55:11,724
When I work on the left, thing I'm building,
I'm like, I yeah.
1339
00:55:11,724 --> 00:55:13,244
I'm kinda been into it for a while.
1340
00:55:13,244 --> 00:55:13,485
You know?
1341
00:55:13,485 --> 00:55:17,085
So so I'm really glad that she did take that
because I would have slipped that thing with
1342
00:55:17,085 --> 00:55:17,164
me.
1343
00:55:18,000 --> 00:55:18,880
That's very downtime.
1344
00:55:18,880 --> 00:55:19,599
I get up early.
1345
00:55:19,599 --> 00:55:19,840
You know?
1346
00:55:19,840 --> 00:55:20,960
You guys are all still sleeping.
1347
00:55:20,960 --> 00:55:22,400
I can do some sleep before you get up.
1348
00:55:22,400 --> 00:55:23,039
And yeah.
1349
00:55:23,039 --> 00:55:23,760
So it was great.
1350
00:55:23,760 --> 00:55:24,559
But, yeah, there's Good on
1351
00:55:24,320 --> 00:55:25,760
Good on good on her.
1352
00:55:25,840 --> 00:55:26,079
Yeah.
1353
00:55:26,079 --> 00:55:27,360
It's it it was great.
1354
00:55:27,360 --> 00:55:29,679
She she comes back today from Rome.
1355
00:55:29,679 --> 00:55:30,000
Oh, wow.
1356
00:55:30,000 --> 00:55:30,159
No.
1357
00:55:30,159 --> 00:55:31,039
She went back to Albania.
1358
00:55:31,184 --> 00:55:33,505
Went to Rome, went to Albania, come back today.
1359
00:55:33,585 --> 00:55:34,625
We gotta pick her up.
1360
00:55:34,704 --> 00:55:36,865
Anyway Love love love traveling.
1361
00:55:36,945 --> 00:55:37,184
Yeah.
1362
00:55:37,184 --> 00:55:37,905
It's awesome.
1363
00:55:37,905 --> 00:55:39,664
Mary Anne, this has been so much fun.
1364
00:55:40,144 --> 00:55:42,065
I have just I just love the conversation.
1365
00:55:42,065 --> 00:55:43,505
I I knew I would, and it's it's
1366
00:55:43,744 --> 00:55:44,900
You can talk for a lot longer.
1367
00:55:44,900 --> 00:55:45,940
I I trusted my gut.
1368
00:55:45,940 --> 00:55:46,820
My gut was right.
1369
00:55:46,820 --> 00:55:48,260
I knew I I knew it would be good.
1370
00:55:48,260 --> 00:55:50,099
So, yeah, we hit a lot of great points.
1371
00:55:50,099 --> 00:55:52,260
We probably have to do a part two here in the
future and think
1372
00:55:52,420 --> 00:55:53,140
Oh, I'd love
1373
00:55:53,140 --> 00:55:55,619
to actually plan something and hit some regular
topics.
1374
00:55:55,619 --> 00:55:56,180
You know what I mean?
1375
00:55:56,180 --> 00:55:58,099
So this is pretty good for off the cuff.
1376
00:55:58,099 --> 00:55:58,340
Yes.
1377
00:55:58,340 --> 00:56:00,695
Especially on a special on hiring.
1378
00:56:00,695 --> 00:56:01,335
That's right.
1379
00:56:01,335 --> 00:56:01,735
That's right.
1380
00:56:01,735 --> 00:56:02,295
We could do that.
1381
00:56:02,295 --> 00:56:02,855
It's awesome.
1382
00:56:02,855 --> 00:56:05,894
So well, how do people get in touch with you,
follow you, you know the drill?
1383
00:56:05,894 --> 00:56:06,775
What what do they gotta do?
1384
00:56:06,775 --> 00:56:11,655
Well, the best place is my website, which is
marianpage.com.
1385
00:56:12,135 --> 00:56:19,329
I'm also on YouTube as marian page, and
LinkedIn is another another really good place.
1386
00:56:19,329 --> 00:56:21,089
Just, again, just marian page.
1387
00:56:21,089 --> 00:56:22,609
You'll you'll find me on there.
1388
00:56:22,769 --> 00:56:29,025
I I'm I'm I'd love to hear from anybody that's
listened to this to to hear how how they
1389
00:56:29,344 --> 00:56:30,625
whether they enjoyed it.
1390
00:56:30,864 --> 00:56:32,864
Do they want to challenge anything I said?
1391
00:56:32,864 --> 00:56:33,744
I'd love it.
1392
00:56:33,905 --> 00:56:34,224
Yeah.
1393
00:56:34,224 --> 00:56:36,065
There's always there's always a challenge.
1394
00:56:36,144 --> 00:56:37,424
There's always a challenge to
1395
00:56:37,585 --> 00:56:38,385
I love a challenge.
1396
00:56:38,385 --> 00:56:38,944
I love it.
1397
00:56:38,944 --> 00:56:39,424
It's all good.
1398
00:56:39,424 --> 00:56:40,704
I'm always I'm ready too.
1399
00:56:40,704 --> 00:56:42,579
I'm you know, it's good.
1400
00:56:42,579 --> 00:56:47,780
It doesn't mean my mind can't be changed, but
it's not too often.
1401
00:56:47,780 --> 00:56:48,179
Yeah.
1402
00:56:48,179 --> 00:56:48,420
Yeah.
1403
00:56:48,420 --> 00:56:52,179
I mean, you know, the the I love I love a
challenge, but I always know I'm right.
1404
00:56:52,420 --> 00:56:52,820
Yes.
1405
00:56:52,820 --> 00:56:53,139
Yeah.
1406
00:56:53,139 --> 00:56:54,474
We gotta we gotta stand our ground.
1407
00:56:54,474 --> 00:56:54,795
You know?
1408
00:56:54,795 --> 00:56:56,234
I'm closed minded and only then
1409
00:56:56,394 --> 00:56:57,275
Hold the steer.
1410
00:56:57,275 --> 00:56:58,074
Hold the steer.
1411
00:56:58,074 --> 00:57:01,195
The only thing I'm closed minded is that I'm
always right.
1412
00:57:01,514 --> 00:57:02,315
I certainly am.
1413
00:57:02,315 --> 00:57:02,795
Okay?
1414
00:57:03,114 --> 00:57:05,514
So other than that, I'm very open minded.
1415
00:57:05,514 --> 00:57:06,155
Okay?
1416
00:57:06,554 --> 00:57:06,715
Brilliant.
1417
00:57:07,110 --> 00:57:07,829
But, yeah.
1418
00:57:07,829 --> 00:57:11,030
But this has been great, and I really
appreciate the time you've taken today to share
1419
00:57:11,030 --> 00:57:13,349
every with us share share everything with us.
1420
00:57:13,349 --> 00:57:15,829
All your experience, everything else has been a
real joy.
1421
00:57:15,829 --> 00:57:17,750
So, thank you for that.
1422
00:57:17,989 --> 00:57:22,470
And for everybody else, we'll see you on the
next STS podcast.
1423
00:57:23,644 --> 00:57:26,844
Thanks for joining me on the sharpen the spear
podcast.
1424
00:57:27,005 --> 00:57:31,405
If you're a manufacturing executive and you're
serious about unlocking hidden profit,
1425
00:57:31,565 --> 00:57:37,644
improving frontline leadership, and taking
control of your floor, go to grittolead.com
1426
00:57:37,644 --> 00:57:38,125
right now.
1427
00:57:38,519 --> 00:57:43,880
Run the free sharpened impact simulator and
discover your biggest opportunities are hiding.
1428
00:57:43,960 --> 00:57:45,720
Don't leave millions on the table.
1429
00:57:45,800 --> 00:57:49,720
Sharpen your spear, lead from the front, and
win the floor.
1430
00:57:49,880 --> 00:57:51,960
Until next time, stay sharp.