บทถอดความฉบับเต็มของ Building Connections, Community, and a Thriving Business with Heather Taylor

one of the best things. Um, and so just trying to find different ways that we can get in and meet all different sorts of people.   Um, and at the end of the day, I will tell anyone and everyone, even if I'm not your option to help you. I will guide you in the direction of where we can. And so I'd like to think that that helping mentality, I mean, that's kind of the other piece. You got to be willing to help no matter what.    Yeah, that makes sense.   Vince: And it's interesting. I'm sure, David, I'm sure you see this a lot, but I, when I first came to the community had kind of a similar experience, right? A young business owner, not from here, uh, took quite a while to kind of build that up. And I imagine that's just a. A pretty common, uh, rural community, uh, issue for business owners.   Heather: Right. Um, in a city, it's easy to blend in. And most people aren't even from a city to begin with a big city. Um, but it sounds like, you know, from your experience, I would agree from my experience, you know, putting in that effort, getting involved, truly loving. I don't think you can fake that. Um, and just putting in the work and being a community leader.   Vince: Dave, do you see that a lot?    Dave: Absolutely. Genuineness matters. Especially in small towns in rural America, you know, you, how you act and how you act, uh, around people and with people, that's really the face of your business. It's, you know, you can have a product, you can have a service offering, you can have anything you want. But if you, to Heather's point, if you don't have that in you to say, look, whether you work with me or not, I'm happy to get you networked and to the right person. Word gets around and, and you don't do it for those reasons you do it. Cause it's the right thing to do. But on the other hand, if that's your personality and that's the way. You carry yourself, then clearly, uh, that type of community, this type of community is, is one that's a good fit.    Vince: Absolutely. Absolutely. So Heather, why don't you talk us through kind of what are some of the day to day challenges that you encounter, uh, in, in your business?    Heather: Transparently insurance has kind of got a, uh, a bad rap right now. Um, rates are rising. Our claims process is changing for everyone across the board. And so we went from. Being very personalized as an insurance policy, right? Your insurance needs to protect what you have. Um, so it's been kind of commoditized and so people just, they want the lowest and expect that it's gonna do a hundred percent of what they want 'em to do. And so my biggest challenge, and I think my team's biggest challenge right now, is trying to justify the rates that we're charging, what we're paying out on claims, and then justifying if it does have to take a change, why? Um, unfortunately, insurance is not a maintenance policy. So an old roof doesn't mean that I need to pay for a new roof.   And so walking people through that right now and trying to

justify that and helping them. Educate to that. And then truly, what's the insurance doing? You know, I saw you sipping on your Starbucks coffee. I love mine as well. And so if you drop that hot cup of coffee at Starbucks and it splatters on somebody, what do you, you know, if they sue you, do you want me to pay the bill or are you okay paying the bill?   And do you understand that that's. very much a part of our reality now. Um, and then I think people are just kind of grouchy right now. We've got some really great ones, but I think more than not, people are just kind of grouchy with the state of the world. And so reminding them that at the end of the day, no matter what I'm on your side, my team is on your team.   We're advocating in here to help you. Um, just come to people, come, come stand beside them. Don't come at them, right? Like, We will provide any solution possible as will almost any business owner that you meet, but come to us and bring us the problem and let us help provide the solution. I think those are probably the two, the two biggest.    I've always found in the insurance, I come from a background of water and wastewater treatment, and ours was a service. We just sold equipment, but basically we serviced and maintained Large municipal water treatment systems to, uh, you know, Intel corporation, all these huge, but we also had small, small customers as well.   But what I found was we have a five year contract to service you.    And during that time, if you never hear from us, things are going well, but once, once something bad goes, goes down and you have to react, how you react, you get, you get that one second. Of approval or not. And so in the insurance, in the insurance business, I could see that as well.   You know, I'm paying my premium, everything's fine. You know, the years go on, all of a sudden something happens. You expect the world. Yeah, and that is, that is really tough to, to then tone down that, that, fire that's, that's just been lit. So that, that must take, you know, not just knowledge of insurance industry, but knowledge of people.   Dave: Do you feel like you connect well with people and that's the key, key to this?    Heather: Yeah, I think, you know, to your point, we, we sell and we sell an intangible product. You can't touch or see your homeowner's insurance. You can touch and see your home, your car, but you can't touch and see the, the value that I'm selling. So if you don't see my value at the end of the day, you know, that's, that's the issue. Um, I think you've got to have a good idea of what people are expecting from the beginning of a conversation. Um, And so I took a story once from my mom. She, was really upset. She had some issues with some stuff she was picking up from a grocery store. I don't even remember why. And she got transferred four different people. And finally she got a manager on the phone and the manager picked up the phone and goes, I hear we have a problem and I'm here to help you fix it. So tell me from your standpoint, what's the problem and what solution are you looking for us to provide?   And then it kind of sets those guidelines as to what we're looking for. And so. Some of my conversations, I just have to go into it with what are you looking for me at the end of the day? What, what solution do I need to help provide? I can't promise that it's going to happen, but if you can lay those cards on the table, it definitely helps, right?   To know what they're looking for. And then I go back, the subtle art of not giving a beep. Have you read that book?    Oh my gosh. So the lady with the dented can, that's my favorite thing ever. And I tell my team all the time. I'm like, Guys, that's their dented can today. That's not your dented can.   That's theirs. And so as long as you understand that this lady, she's not mad at the clerk. She's mad at this dented can. The end of the day, they're mad at the problem. They're mad at the dented can. They're not mad at us. So just being calm and talking through that, but managing your team through those emotions too, right.   And then not taking it personal from a standpoint, they're not coming at me, they're mad at the situation. So yeah.    Vince: Yeah, absolutely. I was looking at my bookshelf. I don't think I have it on my bookshelf, but that's one of my favorites. I literally laid in bed and laughed. Like it was just so good. That's great. Um, so what's, uh, what's a key lesson you've learned from a mistake you've made in running your business?    Heather: Where you put your energy is everything. So, you know, we all have trials and tribulations and Some days our computers work and some days they don't. And so if you choose to focus on the negative, you're always going to see the negative, right?   I mean, it's going to prevail. And so we try and focus our energy. We're realists. We know that things are hard and it's okay for us to say at the end of the day. Uh, that was hard, but tomorrow is a brand new day. We're not going to dwell on it, and we're going to choose to focus our energy on the positive.   What's the good that came from it? So your computer didn't work for an hour. Did you get your desk space cleaned up? Did you talk to a coworker and get to connect? Did you get to stop and talk to a policyholder for longer? And so what was the good that came from even the hard? So I think Jocko talks about finding the good in every situation, right?   There's good. Now we get to show our value good. Now we get to do this. And so really, I think early on, I didn't do as good of a job at focusing my energy on the positive. And I found myself sometimes down those rabbit holes. Um, Probably about eight years ago. I really shifted and it made a difference in everything.   I think I just became a happier person. My husband will even tell you, I shifted. Um, it crazy to think that it made that big of a difference, but it did.    Vince: That's interesting. That's awesome. Uh, Dave, were

you gonna say something?    Dave: Well, just that hit home with me as well. That was a lesson learned in my leadership career as well, that, you know, and, and how I was acting and how I was, you know, You know, not getting myself in that place.   People were in a great mood and then all of a sudden I show up and here the team gets in a bad place. And so, you know, you realize you're always on a stage, but I really, I, that connects well with me, that understanding of, you know, what can you control? What can't you control? Let's move away from the negative, get to the positive, but don't bury your head in the sand.   Use it as a lesson and then move forward from that and then rally the troops. But that's, that's a great one, Heather, for sure.    I think though, to your point, that stage that the business owner is always standing on. That's hard. Like we have life stuff that goes on too. We have days that are hard. And so who are you surrounding yourself with it, man, in the minute that you do fall into that because it's, we're human, it happens.   Who's going to pull you up out of that and go, Hey, we need to reshift and refocus energy. Or how do you catch yourself so that you don't stay in a place like that if it happens, right? You have to learn all of these things as you go. You know, leading a team is, it's hard in itself, but trying to remember you're on that stage and you're right.   They are pulling off my energy all day long. Um, it adds a whole nother level to it.    I had a, I had a colleague one time call me out. I had been, Uh, in a position of leadership for quite a while, but I always hid my emotions. I always hid, you know, anything related to me. And then, uh, at one point he pulled me to the side and said, look, at some point you're going to have to show your vulnerability.    It's okay to do that. Do it, you know, pick your spot. But, but, but it's okay to do that. And it was really, really hard for me to, to finally say, you know what, all right, I'm going to tell a group of management that reports to me, you know, where I am and where my head is and, and, but once I did. I think I gained a lot of respect, and I realize that was a good move.    I've done pretty good with showing my team my personal standpoints and some of that stuff. But from the community, I had someone challenge me about showing my vulnerability to the community standpoint. So, went on the hiking trip to Canada. It was absolutely amazing. Coming down a mountain though, And I was so out of my element and I was very vulnerable, like, I'm pretty tough and all the things, but I was crab walking down this, this mountain just to get me down to where there were some trees and some things like that.   So, I had someone who wasn't on that hike with us the next day say, you had some women say, it was really great to see that vulnerable side of you that you have to remember. People know you as Heather Taylor State Farm, but it's great for them to just see Heather Taylor too. And that was really, and that was just this past summer, that was in June.   That was really eye opening for me. So I had done a great job, I think, with my team, but going outside of that and showing the community that vulnerable side too, that was an interesting, interesting concept. So yeah, I echo those emotions all day long, Dave. That's, that's hard to do.    Vince: So Heather, you kind of mentioned this in some ways, but, uh, when it comes to like burnout and staying motivated, how do you take care of yourself, while also managing the business?    Heather: So I have been pretty dedicated at taking care of myself. I am a very strong five to six days a week. I'm in a gym. Um, and so my physical and mental, that's definitely keeps me sane. Um, my gym time is scheduled actually on my calendar. So if it's a 5 a. m. day that I've got to go, it's on my calendar for 5 a.m. I've made it almost my non negotiable. Um, I'm very fortunate on Fridays I get to talk to customers, but I'll physically have to see anyone. And so. I'm running to the gym at noon on my lunch hour, because my day is section to where I can do that. So definitely, a strong workout routine, is 1 of the things.   And then I also have learned over time to feel when my burnout is coming. And so I know at a certain point that I can feel it coming on and I know I either need an afternoon or I need a morning. Or Almost quarterly now, you know, maybe every five, six months, I need to take the week and I'm going to run really hard.   That's just my personality type. I almost run into like, I can't run anymore. And then I fall over until I think they call them. Um, I had a business coach coach tell me once I was more like a race horse. I'm not a plotter or a trotter. I'm just going to run until I can't run anymore. And then I had to realize that when I can't run anymore, I had to, I have to stop and rest and then I can come back and run again for a while.   So it's just a matter of. Recognizing that. And I think it's so hard as business owners, you you're on this island. And so you think, Oh, I can't rest. I don't have time to rest. I can't stop. And actually you're doing yourself worse in the long run because you're not stopping.    Absolutely. I agree with, scheduling on my calendar. I have some time for me, whether that's working out or reading. Um, but if it's on the calendar, you know, it's non negotiable. So I really, I really appreciate that. I had a technique, because I was a goer as well, but, and what, what I realized is I was really pulling myself away from the family. I wasn't present.   Enough with my wife and kids. So I had this game I used to play where I, I, I still, to this day, I write in a book and, before I left, even if it was just two things that I knew I was going to wake up in the morning and say, these are the things I'm worried about. I'd write it down in a book and I'd close, I'd close my notebook.   And to me, that was a euphemism in my head to say,

okay, work is closed until tomorrow.    And otherwise I'd be up at night thinking about the issue and all that. So that, that tended to be a good, How do I want to say like self coach method of, you know what, I'm going to write down these major things.   They're not going anywhere until six in the morning tomorrow, and I'm going to go home and get a good night's sleep and be with the family. And that, that one really helped me.    I really like that. I think sometimes, especially in today's world, right, where you're always connected. Um, you know, in my case, my cell phone is my work phone is my personal phone.   Um, so finding any way to have that separation has really been helpful for me. And like, one thing I started doing is, my new wallet has a notebook in it. And instead of going to my phone and trying to put an idea in my notes app, which will lead to my email, which will lead to some Facebook time, Um, I have everything in this little notebook.   And then, you know, when I'm at a computer where I can have a little more control over what I'm doing, uh, take my notebook out and put it into wherever it needs to be in my digital world. Uh, but that's worked, worked really well for me. Um, and, and just kind of one of those ways, like you said, of separating, you know, that mindset.    Yeah. It's hard to do, especially in a day and age where you're so connected all the time, right? Like you really, until you put it down to sleep at night. You're really not. I've got a friend who's a business owner. Um, and her phone is almost always on no notifications allowed. And so she doesn't hear the team and she doesn't hear all of that stuff go off.   And for her, she checks it when she needs to. And then she's more present all of the time. And I've actually toyed around with that a little bit. Maybe. Trying that technique because, you know, the dopamine goes off. As soon as you get a text message, you know what it is. Um, so just a great concept from her that I've definitely taken.    I, all my notifications are off on my phone except for phone calls and text messages. And for me, People who call me or text me or normally family, I don't really get any business calls or texts. Um, and it's, it's probably the single biggest thing I've done to reduce anxiety, in my life because I would always feel like I need to answer that email immediately.   Um, and sometimes I did, but most times I didn't have to. Uh, so having, you know, I don't even know when I'm getting an email, so nice and kind of helps me control that. Um, but it was hard. It was hard to transition to that. The only way that we transitioned to that, was probably back earlier this year.   My team actually monitors my emails now and they're able to help me delegate as to what. They can take care of versus what I physically need to touch. And so if I need to be in the loop and something it's dragged and dropped into a folder, and now I went from working in inbox where I'm getting a hundred plus

a day, now I'm looking at a to do list that is a lot, a lot less.   And then give them the ability to do their job and do it as well as they can. And so that was one of the best things we did this year.    That is great. I mean, I love that. Before cell phones, well actually just as in the ad now my team felt like, Oh, I'm going to call Dave for everything and just get a stamp of approval that, you know, okay, I did the right move.   And I told him, I said, look, guys, I'm not going to return your call right away unless it's a safety issue, a legal issue. Or somebody is going to get hurt or we have a client that we're going to lose. If it's none of that, but your expectation is you're going to take care of it. And then you're going to ask forgiveness later or you're going to tell me what happened.   But, and, and, and to your point, Heather, now they're growing. They're, they're clearly feel like they're part of the team, but they're reaching milestones on their own and the right thing to do. Yeah.    Well, and you, you know, in my eyes, you want me touching the big stuff. When you've got a house fire, when we've got, when we passed away, when we've got a claim that needs assistance, you want me in the big stuff.   So. You don't need me changing out your car because you want me when it matters. And so, but yeah, the duplication of myself and giving them that knowledge, that's what's taken our business in the last couple of years and has really. That's the reason that we're growing as we are. Um, and it's so fun to brag on my team too.   Uh, one of my girls, she's absolutely just killing it on the business line side of things. We've written some big stuff lately and she's doing it all on her own. And I was initially showing her how to do it. And now she's taking it and going, Hey, do you want to check me? And I'm like, do I need to check you? She's like, well, no, I think I'm good. And I'm like, I'm sure you're great.    I wouldn't be doing my part as a business owner if I didn't take this opportunity to kind of pitch. Um, one thing that Distinct over the last couple of years have started doing is, uh, that remote, remote back office support team. And, uh, you know, delegating my email to my team is something that's been huge.   I agree with you completely. And, uh, we do that for a lot of clients as well. So if you're a, someone watching this and you're a team of one. Or a team of two, and you don't have someone that can take that on. That's something distinct can always help with and, and, and do that. We're working with someone right now in the trucking industry, and they have, a certain type of email called a rate request that they get multiple times a day, from, from clients and potential business, uh, opportunities.   And it's a kind of manual process that right now the owner's doing. And, uh, we're helping, uh, bring that into our, our, remote team. So we'll monitor the inbox. Respond and do all that work for him, uh, because his team can't

do it. So, uh, a great tip. And I'm really happy whenever I hear someone that's, that's delegating their inbox, because it's not easy to do at first, you know, sometimes you have, you have so much going on, uh, in your inbox, maybe some of it's even personal, even though we all try our best not to keep personal things in there. Um, so it's a hard first step, but I'm happy. I'm happy. It's working for you. Uh, what advice, Heather, would you give someone who's starting, starting their..   Heather: Talk to as many. Business owners and entrepreneurs that you can and get any advice that they want to give. It may not apply to you today, but I'm guaranteeing later there will be something that triggers that back in your mind. Um, and then also don't forget, although your island feels really small, there are other people. That are in your shoes. Don't let it feel that small and don't forget to take a break. Um, just reach out to anybody and everybody, you know, one of my favorite parts about Kayla is when she was opening, she and I were comparing things and we have very different businesses, right? But some of the things she was going through and was feeling as a new business owners, I was able to say, Oh my gosh, I've been there. And I get that. So just remembering you're not alone.    Vince: Absolutely. Yeah. I always tell people, businesses I'm working with that, you know, I work with a wide variety of industries and just people in general and, and so many of the concerns, the things that keep you up at night, Um, even though the good things, uh, are similar across industries.   So, uh, I'd love that. I think there's a lot you can learn from talking to any entrepreneur. So, uh, on a kind of similar note, you know, this, this audience is targeted towards other business owners for the most part. Um, so I guess maybe you, this next question, we'll look at it from a business owner standpoint.   Uh, but if someone, let's say is in Hawaii, I'm assuming you can't serve, you can't work with someone in Hawaii. Can you?    Not yet, but hopefully one of these days.    Okay. Well, until you can, let's say they're in Hawaii. They can't work with you. Um, which, which they look for in, in working or selecting someone to work with their insurance.   A team of people is one of the biggest things. Um, but also engagement and involvement. And so, I'm going to look and see how involved in the community they are, how engaged they are with their team. Um, I'm going to look for sometimes how long they've done it. Um, I want someone who is not, you know, tenured is great, but I want to make sure that they're still kind of on the front side of the career too.   Right. So, looking for someone who's, you know, not complacent, I guess, at the end of the day, right. You want someone who understands that customers and policyholders are a gift because they don't have to work with us.    I think sometimes you can just tell by interacting with someone how, like you said, how genuine

and how much they care.   And so to me, that's kind of what you're looking for. Sometimes it's being able to call them direct and go in, Hey, I understand I'm going to work with your team, but can I have five minutes of your time? We do that a lot. Uh, but that stuff is probably what I'm looking for. And then financial strength in a company. If you're going to pick somebody outside of State Farm, Make sure that they can pay what they say they're going to.    Vince: Is there something you wish you knew or you wish more people knew about being a business owner?    Heather: I think from a personal standpoint, a lot of people think because I'm Heather Taylor State Farm.    That, when we push all this money back into the community, when we do all of that, that it's actually coming from state farm and at the end of the day, it's not so. Um, what I get paid, I pay my team and my electrical bills and all the things. And then that money goes out into the community. And so, we've always put my team in the community first. And so just remembering that even though I have state farm next to my name, really am a small business owner. And when we're supporting that local little league team or the swim team or doing food truck Fridays, that stuff really is coming out of our pocket. And so just remembering to say, thank you. Um And that man, when you hate to tell them, no, you got to remember your budget too.   And so you can't drain yourself and what you've got going on to take care of them too. So no, while it's not favorable, it does happen and it's okay.    Yeah. That has to be the most, uh, common small business dilemma that I see. Uh, you know, you want to say yes to everything. Um, and you have to find a way to differentiate between what you can give to and what you can't give to. Um, otherwise you wouldn't make any profits and you wouldn't be able to give to anyone.    Right, exactly. And it is hard. Yeah.    Yeah. Yeah. I've, I've started using, I, I, a couple of years ago I created, a life mission statement. I forget why. I think I was reading a book that recommended it. Uh, but I, I kind of narrowed in on, I love.   Living life and giving life. And by that, I mean, you know, helping others, uh, achieve what they want in life. Um, so I've started to, to narrow as a business owner when, when someone's coming and asking for money, you know, if it doesn't fit within that, that personal business, uh, or mission statement, uh, really, you know, having to say no, otherwise I'm so guilty of saying yes, yes, yes, yes, yes.   Um, and even then I was, I was invited to a breakfast, a fundraising breakfast the other day and, just really pulled on my heartstrings and it did fit within giving life. Um, in fact, it was more saving lives. Um, and I'm just sitting there like crying, like, Oh, we're out of budget, but sure. It just really like struck me.   Vince: Um, who's a business owner you admire?   Heather: Locally? One of my favorite, and it's probably no secret, is Piper. Piper Baxter, she not only owns one business, but a couple and she's dipping her toes into something else. And I will tell you that girl is always smiling and her energy is contagious. And so for her to manage what she does as a wife and a mother, and then that business owner side of things too, Yeah, I definitely admire that.   Vince: Yeah, absolutely. Do you think we should get her on, on next?    Heather: I think she should be your next one, 100%.    Vince: Are you ready for rapid fire questions?    Heather: Absolutely. Bring it on.   Vince: I'm gonna start my timer. do 60 seconds. I've never done this before. I think 60 seconds is probably, probably good. Uh, but we'll see. You're, you're the guinea pig, unfortunately.   Heather: Okay.    Vince: All right. Ready? Coffee or tea?    Heather: Coffee.   Vince: Early bird or night owl?    Heather: Early bird.    Vince: Favorite business app or tool?    Heather: Wattify. Vince: Okay. One word to describe your leadership style?   Heather: Contagious.   Vince: Your go to way to relax?   Heather: The gym.   Vince: Favorite social media platform for businesses?    Heather: I like Instagram.   Vince: Favorite business book?    Heather: Would you deem the subtle art of not giving up? A business book?    Vince: Yeah, you can count that. Yeah.    Heather: Okay. Yeah. Let's do that one.   Vince: Um, the last thing you Googled.   Heather: We are taking a trip and so I need to make sure I have the right website to get the e ticket to get into the country. So that was the last thing I Googled.    Vince: That's awesome. Uh, and the, the buzzer just went off. So last question, uh, most productive time of the day.    Heather: When the phone isn't ringing and no one is here. So 5 a. m. To like 8 a. m. Is really crunch time, business app when it comes to me, though, Wattify is what the gym uses. So that's probably not the best answer for that one. You may want to change that one.    Vince: That's fair. Okay, what's your best business app you use?   Heather: We use Outlook, but that's not anything. We're so boring. I don't know that that's a great question for us. Email is really not that exciting. Yeah. Canva has been pretty great as far as, working up some of our material and things like that. So, but one of my team members uses it and does the creation. I don't use it. I couldn't tell you how. Well, we'll say Canva then.    Vince: There you go. That's awesome. Um, well, that's all the questions I have scheduled. Is there anything I didn't ask you that you want to be included? And, I know we did your pitch already, but is there anything else you're thinking?    Heather: No, I think, I think we hit everything.   Vince: This was absolutely wonderful and great and so fun to be able to dialogue and talk about everything. Dave, I appreciate all of your insights too. I think that it's great to have somebody else on here too that. Understands and connects, especially on that leadership, that stage things, right? So you asked me what my characteristic is and contagious to your point, Dave, it could be contagious in the right way or contagious in the wrong way.   And so it's making sure you're checking that when you walk through the door.    Dave: Hey, Heather, last question for me. Are you and your team going to make your 2024 goals?    Heather: We are going to fall short in about one area. Um, I'm at the drawing board, as we speak and trying to correct that for next year. Um, we are interviewing, For 100 percent remote, I had a posting go nationwide the other day, and so I've got a, I've got a couple candidates, one from Colorado, one from Montana, that are kind of in the final stages.   And so I'm hoping that other piece is going to correct that for next year. But otherwise, we've done well. We have a lot to celebrate. Um, even though we fell short in, in one area, we've done so well in all the others. And so we really have nothing to, to celebrate. To complain about or hang her head about good.   Good. Congratulations.    Vince: Great. Yeah. Congrats. That's awesome. And great question, Dave. I just added that to my list. Great question. Um, so Heather, for the last thing, I want to try something new. Um, I want you to look at me, but I'm Piper and I want you to tell Piper she's next on the small business squad podcast.    Heather: Hey Piper, you're going to do this. I'll let you know about it.