Transcript
WEBVTT
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Our producties method of green people so
that we can tests relationships people. I
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mean our miss is to make a
difference in the community, and the people
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copies just the way to get in
through the door. So we can do
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that. A relationship with the right
referral partner could be a game changer for
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any BEDB company. So what if
you could reverse engineer these relationships at a
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moment's notice, start a podcast,
invite potential referral partners to be guests on
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your show and grow your referral network
faster than ever. Learn more at sweet
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fish Mediacom. You're listening to be
tob growth, a daily podcast for B
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00:00:46.890 --> 00:00:51.159
TOB leaders. We've interviewed names you've
probably heard before, like Gary vanner truck
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and Simon Senek, but you've probably
never heard from the majority of our guests.
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That's because the bulk of our interviews
aren't with professional speakers and authors.
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Most of our guests are in the
trenches leading sales and marketing teams. They're
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implementing strategy, they're experimenting with tactics, they're building the fastest growing BEDB companies
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in the world. My name is
James Carberry. I'm the founder of sweet
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fish media, a podcast agency for
BB brands, and I'm also one of
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the CO hosts of this show.
When we're not interviewing sales and marketing leaders,
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you'll hear stories from behind the scenes
of our own business. Will share
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the ups and downs of our journey
as we attempt to take over the world.
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Just getting well, maybe let's get
into the show making memorable moments,
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creating human connection, building real relationships, not as a strategy or a tactic,
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but as a way of life.
That's what we're talking about today on
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the Bob Growth Show. My name
is Ethan, but I host the customer
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experience series here on the show,
and I've got two guests for you here
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in the same conversation. They're from
Dutch Bros Coffee, a company that's built
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a truly fanatical fan base in a
highly competitive market. The secret investing in
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people. This episode brings a beautiful
blend of philosophy and practicality. I hope
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you enjoy it. Hey, thanks
for clicking play on this episode of the
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customer experience podcasts. You and I
are about to experience a first here on
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the show, two guests on the
same episode. These guys have spent ten
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years and twenty years respectively, helping
build community, build teams that ultimately create
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satisfied customers for Dutch Bros Coffee,
which is the largest privately held drive through
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coffee chain in the United States,
with about three hundred locations and more than
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Twelvezero team members. Not Too long
ago they were Vice President of people development
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and Senior Vice President of leadership,
but today they are the vice president of
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southwest field operations. As a senior
vice president of fields operations, I'm looking
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forward to getting into people, into
culture leaders, get field operations and more.
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Lance rister and Levi airas welcome to
the customer experience podcast than you were
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so to be here. Yeah,
I'm really excited to have you. You
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know, before I have a standard
open and it's a fun one. It's
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your definition of customer experience. Before
we go there, I want to say
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if you show up, add a
Dutch pros, what's your go too?
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What's your go to drink? What
are you what are you hoping happens there
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and what are you ordering? I
feel like there's a natural evolution through your
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time to dust Bros. We usually
start off as a customer willst the time
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and we start off with a super
sweet drink. My favorite when I started
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was a white chocolate annihilator. It's
White Chop, an Acadainian that bred a
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really good and it's slowly became a
blacker. Huh. I love my blade
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and it's my Ghosti every time.
Yeah, my progression was the exact same
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the annihilator to the Americana exce.
If I do a small quad with reheaving
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moving green. Oh my gosh,
a quad. That's pretty hardcore, man.
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Yeah, that's what we do.
If you're gonna play your let our
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yeah, all right. So let's
get into customer experience specifically. Feel like
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this whole thing is just going to
tie together so nicely because of the way
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you approach your business. But let's
just start right. They're like, what
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are your thoughts? What are some
characteristics of customer experience? Characteristics of customers
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experience? I love that question,
especially of this is an experience right,
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because to us is primarily about a
moment that is created between two individuals.
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A desire meets the craft and there's
an opportunity between those two things, or
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the way those things, with those
two people interact. That is an opportunity
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for experience something memorable that someone,
their customer, can feel honor in a
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way that they want to share that
with other people so that they can experience
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the same feeling. It's an opportunity. Not everyone gets run every time,
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but it is as an Opturne to
create a moment with another moon being as
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a simulation for hopefully long to relationship. To me, and I'm just add
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we get to meet people where they
are in life. We're going through US
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and downs. Everybody's going through different
phases of life and it's finding out the
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moment that that person is going through
and meeting in and that place to provide
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in the best possible experience that they
need at that moment. We I mean
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we've heard stories and Dutch rose people
coming in right after their diagnosed with cancer
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or love of them passing away and
the employee has to be as shoulder to
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crying. At the same time you
have people come through that they just got
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married or they just had their first
child and they're so excited and we've got
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to celebrate with them. So it's
I think it's just meeting the customer at
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that's best space and time that they
need in that very moment. I love
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it. I love the relationship basis
to long term aspect of it. I
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loved your use of the word honor
right, like I'm honoring this person's Decie
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to show up and be here with
me. Right and and so good.
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I want to get into some of
those stories. But first, just for
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folks that are listening, you were
named in two thousand and seventeen is a
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small giant by Forbes, which is
makes you one of America's best small companies.
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To me, by the way,
at a company with like a hundred
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and forty team members, twelvezero sounds
like a pretty big company. But give
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folks a little bit of context,
just like General Biss like, what do
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you tries? What do you guys
trying to get done? What is the
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business look like? Just at a
high level for context for maybe four folks
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that don't live out west. Yeah, so we started off as a little
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push park coffee shop in downtown grants
class in one thousand nine hundred and ninety
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two. Until two thousand and eight, we franchise our company and we had,
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I want to say fifty the sixty
franchise's instead of states. And in
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two thousand and fourteen I believe is
when we suppish to company on, company
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on model. So we have right
out about fifty percent franchise and fifty percent
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company out and we currently have three
hundred and fifty four locations and we are
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old and hit eight hundred by two
thousand and twenty three. So we're growing
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at a really, really huge rate
right now and it's been a really,
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really excited season. But yeah,
that's where we're at and where we're going.
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So it's obviously a super competitive field, right like at some point in
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your growth arc, starbucks was like, Oh man, we need drive through
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its right, and they're not the
only company that turn that light on.
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That's obviously where you guys start.
That's your sweet spot, that's your model.
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You know, in this super competitive
space, what makes you guys unique?
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I think people would say that what
makes us unique is our tension to
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trying to build real relationships with people
and not of the strategy but as a
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lifestyle, not as a tactic just
for retention, but as a development of
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something a little bit more meanful.
And I think as much as we're probably
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criticized for being a little over the
top without energy, we also get an
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equal amount of praise for the authentic
to people. So yeah, I say
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that's probably what people would say.
Makes a social idea and the competitive nature
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of the industry pushes us to be
more creative in some our operatings and all
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those like normal business tackle things like
making sure you're keeping up with creative dream
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ideas, making sure that you know
you're in front of all that stuff.
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But all tension really says, tethered
to otter great moments or people who need
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them when they need them, in
the way they need them. I love
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it. I think like attracts like. I mean this idea that you know
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you get criticized for something, but
you also get praised for it, that
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that's what attracts the employees, that's
what attracts the customers, you know,
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and it's based in who you are. And so I love the language around
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not making it as grategy or tactic
but a lifestyle. So, and I
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want to get into that a little
bit because it's I guarantee, without having
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met you guys before, that it's
in the way that you're recruiting and attracting
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and hiring. It's probably in the
way you're on boarding. It's probably in
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the way that you're training and coaching
your team members. Let's get to it
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from the kind of the community angle. So, as I was going through
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the website, of course, these
are just a few lines that I read
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that just said community to me.
So I love for you to speak to
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them, not specifically, but but
the spirit behind it, because I know
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that it's natural to you. I
also want to get into the language of
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mobsters and the Dutch creed and all
these things. I want to get into
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that language. So I think that's
in that overthetp thing that some people maybe
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can't attach to. But you know, on the employment page one of the
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calls to actions join the Mafia.
On the story page, we maybe a
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coffee company, but we're in the
relationship business. Coffee is what we do,
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but it's not who we are.
Talk about this sense of belonging and
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like how that manifests itself in the
way you operate. Yeah, we also
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said these our product copies, just
just a method of bring people and so
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that we can testaish relationships with people. I mean our mission is to make
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a difference in the community and the
people lives of community copies just the way
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to get them through the door so
that we can do that and it's been
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an amazing Joan. A lot of
US started, as brow he says,
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in a company grow. He says
numbers, but I started in using back
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in two thousand and nine. You
started in the Miller and two two.
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But when you start with this company, you realize that it truly is about
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the mission that we're on and there's
something about it that's just so your magnetized
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to it and you want to be
a part of it. You feel like
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you truly are making a difference in
people's lives every single day and it's been
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an amazing journey for me. I
was going to school, going to college,
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was working at a standing U team
while finishing on my degree, you
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know, pursue something in the medical
fielder and science, and got my degree.
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was trying to figure out what I
wanted to do and I was like,
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why would I want to leave a
company that I feel like I never
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worked at, but never actually working? Every day I'm actually just having a
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fun time, listening to music and
hang out with my best friends from all
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over the city all day long and
it's the coolest single world and we truly,
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we truly live that out every day. That's who we are and a
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school always be like too. Some
of that language arena website. We love
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language, we love connection without communication, we love pushing ourselves to be better
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at it and we also want to
be playable, like if if we're not
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having fun, like, how is
it going to be attractive? Like everybody's
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attracted to doing things that are enjoyable, and if we aren't enjoying what we're
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doing and if we're not authentic examples
of people who are being filed by our
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contribution to this thing, then it's
not going to be magnetic to the type
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of people that want. And people
tend, to my rate, towards what
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we're doing because they either a are
like us or be would like to be
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like the people who work for us, who are enjoying ordering for the community.
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And so we're really fortunate in the
sense that I feel like we've done
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a really good job of hiring people
who just authentically care about people and or
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at least real close to finding that
place in themselves. You know, I
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see more often and known people are
enter doing with dust brows. They're like
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you guys have something so special and
I want to figure out I want to
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be a part of that one.
They're coming in being a raving fan right
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out of the gate. They're just
there see something special about us and they're
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just they want to be a part
of it. So it's been so I'm
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going to assume, then, that, like both of you and like you
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just offered, some significant share of
your team members or employees or mafia members
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are former customers, or I guess
they're still kind of current customers but they
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work there. Yeah, yeah,
I would say a lat of a majority
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of them are. The only time
where that might not be the cases if
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we're going into a new market,
but pretty quickly they become our biggest customers,
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as there are employs. Cool,
let's do a quick drive by and
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that. Like, what markets are
you in and and what where are you
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going in route to? I think
you said eight hundred stores or nine hundred
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stores. What markets are you in
now so people can check this out and
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experience it, and where might you
be going, if you're willing and able
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to disclose that? Yeah, we're
primarily west coast space. We're in Oregon,
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Washington, California, Idaho, Nevada, Colorado and Arizona, and we're
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really still saturating in a lot of
those states. I think the state that
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saturated the most is Oregon, where
we started. We've got to think a
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hundred, forty locations in Oregon and
now we're starting to expand into some new
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states and New Territories. We're still
saturating in Arizona and Las Vegas market in
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Nevada. We're starting to look in
Hollow Quer key and Utah and Texas isn't
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too far out. So yeah,
we're growing and our goal is to grow
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at a rate that we don't lose
sight of who we are. And now
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we have the right people to go
out there and make plan the dust rose
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flag in a new community. And
if we don't have the right people then
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we're willing to completely alter growth.
It's not worth sacrificing who we are to
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grow. So we're always evaluating our
growth rate making should we have the right
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people to do it, and if
we don't have the right people then we're
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going to stop. But as of
right now it's looking like New Mexico,
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Texas and Utah Our next logical steps. Awesome, it's so important. This
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idea of and we've gone through it
and fits again. We're a fraction,
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a fraction of your size, so
much different business. But that's something that
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we've you know, we've called the
EBB and flow of a little bit.
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You know, as we as we
have our own growth targets and we end
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we hired a plan in these types
of things. But protecting what makes the
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company unique then, what makes the
company special and what makes it a place
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that you guys want to show up
every day and makes customers want to show
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up at the stores every day.
One of the most important things that can
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happen in the growth of a company
is that you protect and preserve what makes
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it so great for you as team
members and for the customers who show up.
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Fortunately, you're in a business were
probably allowed from show up every day
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or maybe even multiple times a day. But how do you do that functionally?
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Like, how do you know you've
got the right people? When did
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the flags go up? Maybe when
in the history of the company, because
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you both been around so long,
when did it becomes so obvious that that's
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something you have to protect and what
are you doing to protect it? Yeah,
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I say that for sure, to
start out you didn't know what that
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thing is. I think a lot
of people saying what it is or they
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start out with these core values that
they prod that they believe are going to
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be the guard rails for where they
want to take their business. You have
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to know what it is, you
have to dedicate to it daily, and
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the greatest killer, I think,
they'll pull you away as distraction. So
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I believe that there's this idea that
you have to constantly be challenging who you
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are, what you're about or trying
what the world is trying, in an
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effort to be more successful. And
like anything, I mean you can.
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You talk to old guys and they
say you want to be successful, keep
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doing the same thing, just dedicate
to it longer term. You know,
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don't give up on what you're doing. That is good, and so I'd
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say not. It is guard against
it from distraction and, like find peace
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in the simplicity of your mission.
I think we will complicate things because our
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core isn't flashy or seemingly profound,
but there's beauty in focusing on your fundamentals
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every single day. I've said this
before. It's some more speech. Is
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the only difference between a phenom and
a beginner, is it? The PHOENOM
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understands the fundamentals that are everything breaks
down to a couple symbol moves and if
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you do them perfectly over time,
consistently, then you can master that thing.
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I think when you start to layer
in a hundred other moves, which
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is I mean you can train that
now with social media, market that,
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all this analytics, all this stuff. It's fantastic and you should levers whatever
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information of access to. However,
don't get distracted from what your core is.
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I think you realize that. I
can't. I can't see when we
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realize that we had to protect it. But you realize you have to protect
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things once you smell a threat to
it, and that's generally in the form
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of a distraction or in titlement mindset. Any of those things and it'll stir
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up in your gut that there's something
that could potentially harmless thing, if it's
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real and it's grounded in those human
things. That's why I love your teacher,
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the rehumanized. I think it's so
beautiful. If your cords rounded in
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those human things, the honor and
other human beings, it will start something
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your soul that demands that you stand
it up against the things that threaten it.
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That's both from the outside and from
the inside, and I think the
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way you had against that is,
again, you know you're about, you
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find people who are who come stock
with a similar mindset, on a similar
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way of life, care about people
in a similar way, and then you
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just consider the remind each other and
all each other accountable. When we start
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to beer off on your language,
it's it was a certain direction where it's
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not serving that cause of that core, or it's kind of but and and
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to add to that, likely we
switch from a franchise model to a company
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own model because we brought in a
lot of franchises who are super great entrepreneurial
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minds. That helped us get us
to where we needed to be. But
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we also saw we have a bunch
of phenomenal employs who love Dutch frozen.
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They believe dust frozen. They wanted
to carry the dust prospig in the new
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areas, but they didn't have the
financial means to do that. So we
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switch to a company own model and
I think the coolest thing about it is,
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like we we're able to provide these
and amazing opportunities for our best people
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to go out there and carry the
mission forward everywhere and it's been it's been
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rewarding. We play a big one
the selecting on these people and we're always
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there finding how we select, on
how we user. What are we what
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are we weighing in on who goes
and takes on that new mission? But
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the people, we had a large
list, of Big Bench of people that
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love this company, care so much
about what we're coming and want to go
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out there and do that and to
provide those opportunities for the right people who
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go out there and carry it on
has been incredible. It's awesome. I
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came across that bench concept as an
idea in kind of reading up on you,
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on you guys before the show talk
about the importance of that bench and
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like kind of cultivating it, because
it ties into what you were talking about
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before, which is, you know, if we have the right people,
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were going to keep going and executing
this plan. You might even have an
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opportunity, through great people on the
bench, to maybe even get out ahead
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of the plan and be ahead of
pace on that two thousand and twenty three
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goal. Well, how do you
cultivate and and kind of keep track of
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the bench of, you know,
the next great people for the next great
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market or the next great store,
the next great opportunity for an individual like
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how do you manage the bench of
talent that you have and how do you
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cultivate it? This is a business
coaching team and this is business coaching team.
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They're regionalize across all our set estates
and those guys all came from within,
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grew into the top of the leadership
and there in the in the company,
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whether it was a a franchise or
company, an operator, or they
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are high level leadership role, a
regional manager for franchise, e. overseeing
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multiple locations, and we brought these
guys in and their primary focus is evaluating
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and building our bench. So these
guys are out working with our franchise.
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He's meeting with them on our rotational
basis and spending time with the leaders in
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the field making sure that we're spending
time developing them, helping franchise. He's
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providing them the tools to help prepare
them for the next step when we do
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grow in the new areas and they
want to go. And then we also
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have a companywide survey process where we
have our employees are reviewing their leaders and
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we take those reviews and we work
with each individual leader to talk about how
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we can do better leaders and how
we can serve our crews better and serve
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our customers better. So our team
primarily focuses on leading. This team that's
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working with all those people on the
bench to give us a or were gun.
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I think we invest a lot in
the development of those leaders, and
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not only in all ragional things,
pollic seas and standards and all that whatever
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stuff, the textbook stuff. It's
really in life stuff. We want to
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teach people how to think about solving
problems and how to think about people like
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I don't like, especially the world's
created right now. I don't know from
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notice for a while. And so
us were investing in like how do you
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how do you have an honorable conversation? How the accepting of other people with
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different Moses, styles, from your
places in different experiences, in a way
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that honors them and shows them that
we can be on opposite ends of the
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solar system and we are she still
belong together, like we should be together
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at well, we're designed to do
this together, like is a team sport,
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and the more over, you can
be too, every stranger you run
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into, the more you're actually make
an impact on the planet. So if
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we can overinvest in teaching people how
to think about what they're doing, how
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to think about teaching people how to
do what they're doing, it just it
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just compounds. And I think there
we have conversations with these young leaders in
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big roots that parents should be out
with them or mentors should be out on
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with them, and it's just not
happening and we feel a sense of duty
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to do that. And ultimately,
the other day it's about trying to create
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those moments and those people have to
do the hard work. Of the end
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of the day, that moment and
that window is absolutely the most important thing
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that happens in our company and we
will out the side of that. So
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how do we prepare those people for
that? How do we make them adaptable?
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How we made them appreciative and grateful
for the opportunity to meet someone that
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never met before? How we make
magic just because it's it's why we're here,
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not be again, not because it's
a tactic, and then also sorts
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of problem in the right as the
motivation to get together in the first place.
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So good, I love that response. I actually feel like you're probably
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doing like the word that was in
my head was like you're untraining or your
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UN coaching right. You're taking all
that kind of baggage and things we like.
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I think there's still this expectation that
we're supposed to be something different on
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the job than we are in real
life. But you can't create those moments
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and you can't make real connection when
you're wrapped up or in your head with
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some other persona besides who I am
as a person. So I love what
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you're doing there. This just occurred
to me. You know, what are
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a couple, if you have them
to offer? Like, what are a
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couple? Like key books or key
philosophies or, you know, pieces that
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that all of you've read, like
it was so it bomb. I'm thinking
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of a book, because if bombomb, like one or two people will read
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a book and then like, Oh
my gosh, this is the best thing.
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It speaks to how we view X, and then we'll all read it
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and it just gives us new language. It keeps US going. Like is
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there any like core curriculum, because, a, I want to read it
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or watch it or whatever and be
I'm sure listeners might too. I don't
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know. Personally, one of my
favorite books, and it's a book that
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we encourage our employees are read is
rating. Fans can question a reading book
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about just make your persons are reading
fan by meeting them where they are talking
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about earlier. And it's one of
my favorite books of all time. We
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have this right list of books that
we heard our voice read from. I'm
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in it all of the place,
from certain leader to one thing. One
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Minute, manager Sho my rebookingly suggest
people is qq question out of question.
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I think that's like some Jedi level, like navigating human behavior book. I
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mean you can ask yourself in questions, you can lead yourself in a positive
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way and you know how to ask
the questions of other people and you can
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get places together, and not from
a manipulation standpoint but from an authentic,
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heart grounded place. I think.
I think we are on biggest deceivers personally,
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you know. So if we can
learn to, like you said,
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on train ourselves of that, I
think it's pretty posable for that one for
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me, unlock some of the I
feel like just took it limuch. So
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I just picked up a book that
I'm right now all the power of moments
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and it's about capitalizing on a moment. G experiences when, when you're going
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to an event or going to a
place, what you remember from that experience
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and how to maximize on that experience, and it's been an incredible book for
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me just on realizing the importance of
the moment and understanding where people are coming
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from when they're visiting. It's been
a really good one too. That's awesome.
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That's the second reference to that book
on this podcast and we're only like
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thirty five or forty episodes and so
for those of you who are listening,
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I will link up all three of
those references. I write up posts at
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bombombcom slash podcast on every episode.
So if you've just been listening to this
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and you want to go deeper on
some of these ideas, we're writing it
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up. There's more video clips and
I put links to things that that folks
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mentioned that I know you'll want to
have access to. You guys give one
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percent of gross sales back to I
assume I want to know how this is
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executed, above all in addition to
the motivation. But you give one percent
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of gross sales back for community based
efforts. What was this Fark? I
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mean, I already get it,
like I feel like I know who you
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guys are and what you're about,
at least enough of a level to know
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that this absolutely makes sense for you
and who you are. But what was
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you know, when did you start
that and how do you actually executed?
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Is it store by stores? It
yeah, call when we started that and
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one present is the only part we
talked about. Our franchisees and afitors go
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way beyond that. There's some of
those generous people I've met. But we
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designed it in just to be intentional, like it's something you can compare it
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to the tithing or whatever, but
it is our intention. Birth is just
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this to give. So we want
to make sure that we remind each other
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of that. And we're doing it
in low communities because we're there, we're
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taking in the enjoyable things that community
and we have an obligation to do something
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in return. Above and beyond operating
a service or trying to create moments.
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We spend some of these resources that
we've been blessed with to make where we're
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at better with it's always in our
fore pillars, it's children and music,
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it's in health and is reported.
is to really boil down intentionality. I
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know to add that, like we've
been talking about our mission, a lot
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of relationships and making a difference in
community. We want to make difference in
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the lives of the community. We
also want to make differences with our community
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as a whole and a lot of
our shops and leaders will go and volunteered
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to they just just so involved in
the mission on making a difference that they
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go and volunteer their time at little
food shelters. They'll go to food banks,
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they'll go to bas a families,
different things to try and truly put
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put this in the forefront and how
can we make this community better by being
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here? And it's been really exciting
to see awesome. We do similar,
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although I don't know that we have
it as a tithe per se like like
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a like a fixed baseline, but
you know, both time and talent,
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we do that a lot as well, and I think one of the obviously
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it's great for everybody. It's great
for the you know, the beneficiaries of
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the time or the effort, but
it's also great for the team members within
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our company to have that experience together. It brings them closer to one another
403
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and ultimately you guys obviously get implicitly
that employee experience is the primary driver of
404
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customer experience. That, like when
the employees are connected to their work and
405
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connected to each other, it all
falls out. And if you can do
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this, like when, when,
when? where, it's awesome for everybody,
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including like we all want to live
and work and communities that we're proud
408
00:30:00.660 --> 00:30:06.819
of and connected to and that are
healthier today than they were yesterday in the
409
00:30:06.980 --> 00:30:11.130
face of the crazy world that you
referenced earlier. Talk a little bit about
410
00:30:11.130 --> 00:30:14.170
the language. So for an outsider, like for someone who's pulling up to
411
00:30:14.210 --> 00:30:17.690
Dutch Bros for the first time or
just getting exposure to the brand and it's
412
00:30:17.730 --> 00:30:21.440
people and the stores, like there's
a lot of language you use, like
413
00:30:21.599 --> 00:30:23.759
it can seem like it would maybe
be a barrier, but the minute you
414
00:30:23.880 --> 00:30:27.359
step through it, all of a
sudden it's what makes it feel inclusive.
415
00:30:27.480 --> 00:30:30.880
Like talk about some of the key
language, you know, again around the
416
00:30:30.960 --> 00:30:34.990
mafia, around the Dutch creed,
like what are these things? Just explain
417
00:30:36.069 --> 00:30:38.829
them for someone that maybe has a
little bit of exposure and welcome them into
418
00:30:38.910 --> 00:30:45.829
it. Obviously, the boarder's about
keeping things playful, you know, creating
419
00:30:45.829 --> 00:30:48.589
a thing that people want to be
a part of. It's in the lightest
420
00:30:48.630 --> 00:30:52.460
form that you can imagine it.
Obviously there's no attention for us to in
421
00:30:52.500 --> 00:31:00.339
any way associated with some sort of
Mu really love to collection of people on
422
00:31:00.500 --> 00:31:04.849
a similar bath who want to just
have fun and keep things like the Mafia.
423
00:31:04.930 --> 00:31:11.369
That's where it kind of applies exclusively, but it's really about inclusively.
424
00:31:11.490 --> 00:31:18.210
They're just no balance that for us. Everybody include as the the creed.
425
00:31:18.410 --> 00:31:22.440
Actually we adopted that. It's originally
the optimist creed and that's the optimist love.
426
00:31:22.519 --> 00:31:26.119
Is something that we've been a part
of for several years and we've just
427
00:31:26.240 --> 00:31:32.559
adopted it as ours. Language wise, though, and some of the which
428
00:31:32.599 --> 00:31:37.349
you said could be a barrier,
especially when that because we're on volume number
429
00:31:37.430 --> 00:31:41.269
eleven and a lot of our shots. If we just let people talk how
430
00:31:41.309 --> 00:31:44.349
they want to talk, really,
as long as you're an in that person,
431
00:31:44.710 --> 00:31:48.339
there's no like doctrine. We're like
be sure to say bro at least
432
00:31:48.380 --> 00:31:51.900
every four words, or you know, we don't. We don't do that.
433
00:31:52.059 --> 00:31:55.980
We actually say the opposite sometimes,
like don't over row people if you're
434
00:31:56.019 --> 00:32:00.380
the nude man, like don't don't
do that, like talk to people how
435
00:32:00.700 --> 00:32:05.250
they want to be talked to and
not and the cool thing about our relationship
436
00:32:05.250 --> 00:32:08.890
with our customers is they correct us. Don't let you know. Probably want
437
00:32:08.970 --> 00:32:12.569
to be communicated with. Let's say
I don't. Don't call me certain,
438
00:32:12.569 --> 00:32:14.650
I'll tell me row, don't call
me honey, don't call me man,
439
00:32:15.210 --> 00:32:19.680
and like you gotta easy. Thank
you for telling me that. And then
440
00:32:19.880 --> 00:32:23.240
we have designed a lot to names, people learning people's names, because how
441
00:32:23.319 --> 00:32:28.240
can you say that an authentic relationship
when you don't actually know any means name?
442
00:32:29.119 --> 00:32:31.750
So yeah, we language. We
want to keep some playful. It's
443
00:32:31.789 --> 00:32:36.430
funny. We even do it internally. HQU We've made up some just wild
444
00:32:36.509 --> 00:32:42.829
names for positions. Yeah, executive
level positions where it's we've been like fighters
445
00:32:42.950 --> 00:32:50.619
or like special for Secual, you
know, most monsters. I'm just just
446
00:32:50.900 --> 00:32:54.500
just fun stuff, like it's on
we've actually left the team's actually had to
447
00:32:54.619 --> 00:32:59.849
say in the title of the role, because we want them to feel like
448
00:32:59.930 --> 00:33:01.569
a part of it. Like looking
at the some of the names we came
449
00:33:01.609 --> 00:33:05.970
up with, freedom inviders and special
forces and monsters. A lot of those
450
00:33:06.009 --> 00:33:09.049
names came from the group that was
already doing that stuff and they're like we're
451
00:33:09.490 --> 00:33:14.680
mission. Like I feel like we're
the special forces where the nay seal team
452
00:33:14.759 --> 00:33:17.519
coming in there. So people special
forces it is, and with the mob
453
00:33:17.680 --> 00:33:21.839
that they came up with, a
mob because we mob around and we go
454
00:33:22.000 --> 00:33:24.559
and help open up all of our
new shops and we're like the MOM mentality
455
00:33:24.599 --> 00:33:29.069
we're to May that some people's lives
and they're like it also stands for the
456
00:33:29.150 --> 00:33:35.309
acronym of Masters of pro we say
we're just super funny, but like we
457
00:33:35.470 --> 00:33:37.349
just love her playful, we just
want to have fun. I know that
458
00:33:37.470 --> 00:33:42.740
our mission stated as the companies we
are fun loving, mind blowing. Nobody
459
00:33:42.819 --> 00:33:46.019
that needs a massive difference walked up
at a time and part of our titles
460
00:33:46.140 --> 00:33:51.420
and names and crazy, crazy language
is the fun loving piece of that.
461
00:33:51.539 --> 00:33:53.259
That's who we are. That's who
we want to be. That's awesome.
462
00:33:53.339 --> 00:34:00.970
I know all about having a name
that that might suggest dangerous activity in bombomb
463
00:34:00.650 --> 00:34:04.089
you know, you don't want to
wear mobo gear at the airport and those
464
00:34:04.089 --> 00:34:07.609
kinds of things. Even though fun
is one of our five core values as
465
00:34:07.609 --> 00:34:09.199
well, relationships is our number one. So I feel like there's a lot
466
00:34:09.199 --> 00:34:14.000
of kinship in the way we approach
our businesses. But double backs. Me
467
00:34:14.039 --> 00:34:17.159
Leave. I on the on the
optimist creed. For folks who aren't familiar,
468
00:34:17.840 --> 00:34:22.119
just give another pass at that,
because I think it comes through in
469
00:34:22.159 --> 00:34:27.110
the way you talk about your business
optimism and connection and all of that.
470
00:34:27.269 --> 00:34:31.030
But for folks who aren't familiar,
just go one layer on that. People
471
00:34:31.030 --> 00:34:35.389
who look up the Obamistry, I
think there's a columnist conception we all have
472
00:34:35.590 --> 00:34:38.300
every line rinds or that we live
by using a lot of it every single
473
00:34:38.380 --> 00:34:45.219
month. It's not true. It's
a fantastic to me menu of guiding principles
474
00:34:45.420 --> 00:34:50.900
that you can employ in moments of
need where each one applause. That's kind
475
00:34:50.900 --> 00:34:52.170
of how to talk to you,
to our people, like you can't be
476
00:34:52.409 --> 00:34:57.809
this all the time. No one
can't. It's a complete list of being
477
00:34:58.010 --> 00:35:02.130
perfectly human. But but if you
can look at that in your moments of
478
00:35:02.170 --> 00:35:06.969
weakness or moments of need and going
there's something on here, they can help
479
00:35:07.010 --> 00:35:09.239
steer my mind in a way.
They'll get any through this tense portion of
480
00:35:09.400 --> 00:35:14.599
life and I just encourage people to
check it out joining on on this club.
481
00:35:14.920 --> 00:35:19.559
It's pretty neat. It's just again, it's just guiding principles, but
482
00:35:19.599 --> 00:35:22.590
it's very simple. There's not a
there's not a for me, at least
483
00:35:22.630 --> 00:35:25.269
in memory, at least in the
way we employ it. There's not a
484
00:35:25.349 --> 00:35:30.829
huge level of depth beneath it because
on its face is it makes sense for
485
00:35:30.909 --> 00:35:35.550
what it is. So that's it. Tell people check it out, adopt
486
00:35:35.670 --> 00:35:40.420
it and then forgive yourself when you
get some of them are all so good.
487
00:35:40.699 --> 00:35:45.940
I will also add that to the
show notes Lance. How about go
488
00:35:45.300 --> 00:35:50.329
from people development to field operations?
Just talk about like what were you doing
489
00:35:50.449 --> 00:35:53.289
a couple few years ago and what
was the transition like and what are you
490
00:35:53.329 --> 00:35:58.210
doing today, just practically speaking,
for you know, people who understand the
491
00:35:58.250 --> 00:36:00.969
business from the outside is a customer, like I assume you're probably working on
492
00:36:01.130 --> 00:36:05.599
people and culture and things. I'm
sure that's still part of what you do.
493
00:36:05.679 --> 00:36:08.159
But to talk about the kind of
the practical nature of those two roles
494
00:36:08.199 --> 00:36:13.880
in the transition between them. Yeah, I think when Dush for those Coaching
495
00:36:14.119 --> 00:36:20.070
Business Coaching and people developments and onymous
where we're company about people and making relationships
496
00:36:20.190 --> 00:36:22.630
with customers, and it starts at
the very beginning with our crew when we
497
00:36:22.750 --> 00:36:27.030
bring them in here. Every everybody's
on a different path in life and we
498
00:36:27.190 --> 00:36:29.710
know that. We know that most
of our clothes won't be with this long
499
00:36:29.750 --> 00:36:32.420
term. So we spent a lot
of time setting gold of our employees and
500
00:36:32.539 --> 00:36:37.579
talking to them about their future and
where they want to go and just reminding
501
00:36:37.619 --> 00:36:39.460
them that they can do whatever they
wanted. They work hard to put their
502
00:36:39.500 --> 00:36:44.980
mind to it and my rules evolved
from it. Actually, I was in
503
00:36:45.139 --> 00:36:49.849
fuel operations. Of the operations seemed
doing the same thing to becoming people development
504
00:36:49.889 --> 00:36:52.809
and I was still doing the same
thing and I back feel operations. I
505
00:36:52.849 --> 00:36:55.369
feel like I'm still doing the same
thing, but leave on the work a
506
00:36:55.409 --> 00:37:00.769
lot more on looking at incidence and
staffs, on the business performance, on
507
00:37:00.849 --> 00:37:04.239
that kind of stuff. But primarily
we're focused on building our bench to help
508
00:37:04.360 --> 00:37:07.880
go out and open new source of
new new areas and the people develop inside
509
00:37:07.880 --> 00:37:10.760
of it. is working with our
coaches on how do we how do we
510
00:37:10.920 --> 00:37:15.190
spend I'm with these people in the
field to make sure that they understand what
511
00:37:15.309 --> 00:37:20.030
our mission is and how are they
performing with that mission and how are they
512
00:37:20.110 --> 00:37:23.670
leading their crew and how are the
customers engaging with them? And people development
513
00:37:23.789 --> 00:37:27.989
is the whole instil. That is
our future, that is our mission,
514
00:37:28.070 --> 00:37:31.139
that's what we're what we're doing.
So I would say I'm still in people
515
00:37:31.219 --> 00:37:36.739
development, even though my titles changed. Ninety percent of our focuses in people
516
00:37:36.780 --> 00:37:39.699
development. But we still have to
remember that we are business and we've got
517
00:37:39.780 --> 00:37:45.329
to make good decisions and but yeah, people vote. Still the mission love
518
00:37:45.409 --> 00:37:47.610
it leave Ike you speak to the
same thing, like you know, from
519
00:37:49.010 --> 00:37:52.409
stp a leadership to svp of field
APPs. I'm going to guess that there
520
00:37:52.449 --> 00:37:55.929
are some parallels of wetlands to share. But talk about your own journey there.
521
00:37:57.650 --> 00:38:01.840
Yeah, that one my previous role. But we identified it, as
522
00:38:01.920 --> 00:38:08.000
we hire people in th Hqu from
the community, that we were maybe not
523
00:38:08.119 --> 00:38:12.679
on mourning to the level that we
should, and so, allow our will
524
00:38:12.719 --> 00:38:17.190
went into pointed to the executive,
the VPS and teaching them how to teach
525
00:38:17.510 --> 00:38:23.590
people that we hire about whatever bodies
are, where we're going, everything from
526
00:38:24.070 --> 00:38:31.300
having challenging conversations, just some of
that stuff where you probably we probably assumed,
527
00:38:31.780 --> 00:38:37.059
or we're a little generous with what
we assume people had experienced in previous
528
00:38:37.099 --> 00:38:43.369
leadership positions and we found out quickly
that it not everyone to experience every single
529
00:38:43.449 --> 00:38:49.809
thing, and so my role was
in trying to make sure that they experience
530
00:38:49.929 --> 00:38:54.289
and coaching conversations or write ups or
hiring or interviewing or so that I just
531
00:38:54.369 --> 00:39:00.639
kind of would just as a support
vehicle for our exactives when we give it
532
00:39:00.880 --> 00:39:04.639
and it's and it's similar to him. It's I feel like a lot of
533
00:39:04.679 --> 00:39:08.039
different things are department of the market, apartment. It's all the same.
534
00:39:08.239 --> 00:39:13.309
It's all people development, it's all
teaching people how to think about what we're
535
00:39:13.309 --> 00:39:17.269
doing, teaching people how to prioritize
where they send their orgy and then reminding
536
00:39:17.389 --> 00:39:23.269
them that to keep it simple and
say tether the fundamentals and provide the best
537
00:39:23.300 --> 00:39:28.460
service to your team. And you
can so the other day in the window,
538
00:39:29.019 --> 00:39:32.500
those moments are creator. It's awesome. Um, how do get this
539
00:39:32.539 --> 00:39:37.570
is a really practical question. So
you're creating these moments, but you're also,
540
00:39:37.969 --> 00:39:42.250
you know, keeping track of the
business. Like I'm going to go
541
00:39:42.289 --> 00:39:45.690
out on a limb and say you
don't have any hard rules about how many
542
00:39:45.730 --> 00:39:50.090
people need to be moved past the
window on a per minute or per hour
543
00:39:50.210 --> 00:39:53.159
basis, but how do you balance
that between? You know you need some
544
00:39:53.280 --> 00:39:57.760
volume to move through the stores,
but you want also want, you know,
545
00:39:57.960 --> 00:40:01.719
for the people who who are open
to we're their appropriate experience right not
546
00:40:01.840 --> 00:40:07.079
to be conflict. There's no uniform
experience. So if someone wants to spend
547
00:40:07.119 --> 00:40:09.349
some time at the window, like
how do you balance that? How do
548
00:40:09.389 --> 00:40:14.269
you coach that for especially for new
employees, like you, know you need
549
00:40:14.389 --> 00:40:17.110
some volume, but you also want
it to be as awesome and special for
550
00:40:17.269 --> 00:40:21.699
each customers they want it to be. I'm sure someone just like getting get
551
00:40:21.699 --> 00:40:24.739
out, but some don't. Yeah, we it's funny me. Over the
552
00:40:24.780 --> 00:40:31.659
past few years are our operational our
positional roles in the shock of evolved.
553
00:40:32.139 --> 00:40:37.449
So one to be faster, but
to to make sure that we don't lose
554
00:40:37.489 --> 00:40:39.170
side of the experience and make sure
that we're taking care of your customer.
555
00:40:39.369 --> 00:40:43.889
And if you pull through a dustpros
now, most of the time you'll pull
556
00:40:43.969 --> 00:40:45.929
through and they'll be a employee that
comes and greet you in the line to
557
00:40:45.969 --> 00:40:49.730
take your order and say hi to
you and connect with you while you're waiting.
558
00:40:50.239 --> 00:40:52.719
And then at the window you will
have another opportunity and in some cases
559
00:40:52.840 --> 00:40:57.719
you'll even have a employ there bring
drinks out to you in your car while
560
00:40:57.760 --> 00:41:00.920
you're waiting. We preach, I
mean there's different types of customers. Of
561
00:41:01.039 --> 00:41:04.429
Fort Presents. Of customers are customers
and know what they want, they want
562
00:41:04.469 --> 00:41:07.269
it now. The customers that know
what they want and they're not in a
563
00:41:07.309 --> 00:41:09.349
hurry, there's customers that don't know
what they want but they want it now,
564
00:41:09.469 --> 00:41:13.349
and there's customers that don't know what
they want and they don't care how
565
00:41:13.389 --> 00:41:16.869
long it takes, and we just
try and teach our crew to assess that
566
00:41:17.070 --> 00:41:22.500
individual and know what they want and
get them that experience that they needed that
567
00:41:22.659 --> 00:41:25.500
place in time. So it's really
just being a Jedi and being able to
568
00:41:25.619 --> 00:41:30.659
read body language, reading that customer
and giving them what they need. If
569
00:41:30.659 --> 00:41:34.090
they're in a hurry, then ask
them with it what flavor profile they like,
570
00:41:34.409 --> 00:41:36.650
make them that drink and get to
him as quick as possible so they
571
00:41:36.650 --> 00:41:38.010
can get out of there. And
for the people I like talking a little
572
00:41:38.010 --> 00:41:42.929
bit more, it's not uncommon to
see our employees walk them away from our
573
00:41:42.969 --> 00:41:46.679
drives through and continue the conversation with
them outside of the lines so they can
574
00:41:47.039 --> 00:41:52.159
get that fist. But I mean
really, we're going to meet every customer
575
00:41:52.360 --> 00:41:54.199
with their desires and is they want
to spend time with us and we'll find
576
00:41:54.280 --> 00:41:58.360
time to spend time with them and
they want to get out of their fast
577
00:41:58.440 --> 00:42:00.550
and we're going to be as fast
as we possibly can. But it's always
578
00:42:00.550 --> 00:42:06.349
been an interesting balance because we've had
the customer the crews that say, my
579
00:42:06.590 --> 00:42:08.710
customers want my time and they want
to be here for five minutes and I'm
580
00:42:08.710 --> 00:42:13.269
not going to like sacrifice that for
them at all. And I'm like,
581
00:42:13.349 --> 00:42:15.340
Welleve, the customer behind them,
I want to get to work is on
582
00:42:15.539 --> 00:42:20.179
time and you know you're slowing them
down. And we can just balance and
583
00:42:20.260 --> 00:42:23.539
I think the new system where we
have our employees on the line, we
584
00:42:23.619 --> 00:42:28.539
have a better we have multiple points
to read what that customer needs and we
585
00:42:28.659 --> 00:42:32.090
can get it to them in the
best wot possible. So yeah, that's
586
00:42:32.130 --> 00:42:36.610
super good, I think. And
I think if people listening think about their
587
00:42:36.650 --> 00:42:40.170
own businesses. You know, even
if it's not this same structure of a
588
00:42:40.289 --> 00:42:44.559
business for your you know, physically
moving people through, you're going to find
589
00:42:44.599 --> 00:42:49.320
the three or four or five types
of people that your frontline folks. So
590
00:42:49.440 --> 00:42:52.079
for us it would be sales people
in customer support and customers success, people
591
00:42:52.400 --> 00:42:58.400
who are on the phones and on
video calls through zoom with customers directly to
592
00:42:58.869 --> 00:43:02.349
do that same assessment right. Who
is this person? What is appropriate for
593
00:43:02.389 --> 00:43:07.309
him or her? Oh, this
is the highly transactional person who knows what
594
00:43:07.389 --> 00:43:09.349
they want and wants to get out
of here right now. So good.
595
00:43:09.389 --> 00:43:14.139
I really love that. I can
see people probably turning some wheels, as
596
00:43:14.139 --> 00:43:16.019
it was for me. And what
does that look like in my business?
597
00:43:16.460 --> 00:43:21.099
Another practical question before we get to
the way. I always love to close
598
00:43:21.219 --> 00:43:23.139
the show and I'm super interested in
what you both have to share on that.
599
00:43:23.699 --> 00:43:29.769
So you're still running or under the
brand name. There's still a number
600
00:43:29.769 --> 00:43:35.449
of franchise shops like in people in
coaching and training and development are super,
601
00:43:35.530 --> 00:43:37.570
super important. How do you balance
that? I mean, I'm going to
602
00:43:37.690 --> 00:43:43.159
guess that you franchise locations to people
who already knew you or knew the company
603
00:43:43.199 --> 00:43:46.159
or knew the brand, and there's
a little bit of alignment there inherently.
604
00:43:46.360 --> 00:43:51.119
But how do you make sure that
folks to pull up to a noncompany owned
605
00:43:51.159 --> 00:43:57.389
store are still getting the experience that
puts that Halo on the brand and and
606
00:43:57.750 --> 00:44:01.710
the associations that people have with the
company? Overall, I think brands have
607
00:44:01.869 --> 00:44:06.869
probably more with chown with that relationship
that we do. I believe the best
608
00:44:06.909 --> 00:44:10.820
franchise is of any company on the
climate and it's because we, even though
609
00:44:12.340 --> 00:44:15.219
they are pretty chose these from they
were run out of the company, they
610
00:44:15.380 --> 00:44:20.019
do come stock with some of the
important things that we cared about. Wouldn't
611
00:44:20.019 --> 00:44:24.010
a franchise with someone with them alive
in all belief in people or our dedication
612
00:44:24.250 --> 00:44:31.010
to the high service that we can
provide and as well as giving we do
613
00:44:31.530 --> 00:44:37.130
so we I think we're really fortunate
in that, and also a fantastic leader
614
00:44:37.170 --> 00:44:42.599
and they always at to tremendously and
they're very receptive. That doesn't mean we
615
00:44:42.679 --> 00:44:46.519
all star, and there's my boss
likes to say reminders across the table.
616
00:44:46.559 --> 00:44:50.679
We do. We encourage some of
that. At the end of the day,
617
00:44:50.760 --> 00:44:53.150
we all know that we're all going
in the same direction and we will.
618
00:44:53.510 --> 00:44:57.630
And then, you know, people's
Galus of Riarties and change and that
619
00:44:57.750 --> 00:45:00.750
supports it self out long term and
there's nothing wrong with that. But by
620
00:45:00.909 --> 00:45:05.750
large we have to balance a little. But it's probably not time. It's
621
00:45:05.829 --> 00:45:09.260
of other companies have to deal with
again, because the people we picked to
622
00:45:09.380 --> 00:45:14.420
be part of this and to go
out them and promote the brand are people
623
00:45:14.500 --> 00:45:20.579
who are people, loving people,
great at that doesn't surprise me at all,
624
00:45:20.619 --> 00:45:22.570
but I loved hearing you walk that
out. This has been awesome.
625
00:45:22.610 --> 00:45:27.929
I really love, above all,
how you're doing what you're doing. I
626
00:45:27.969 --> 00:45:30.690
mean I like the aggressive goal for
two thousand and twenty three as well.
627
00:45:30.090 --> 00:45:34.769
You know, I like people that
want to keep growing something good and having
628
00:45:34.809 --> 00:45:37.199
a positive impact on their community.
But the way you're doing it, it's
629
00:45:37.280 --> 00:45:40.519
just really, really powerful. I
can see how it's attractive and beneficial.
630
00:45:40.960 --> 00:45:45.719
You know, we have a couple
employees from here company at our company right.
631
00:45:45.800 --> 00:45:47.880
But yeah, but I'm sure for
as many as them. You know,
632
00:45:47.920 --> 00:45:52.429
where we get the benefit of all
of the values and training and and
633
00:45:52.190 --> 00:45:55.949
Probably Life Training coaching. Some of
these people are getting, like you said,
634
00:45:57.309 --> 00:46:00.150
things that their parents were mentor could
have shit of what have taught them,
635
00:46:00.150 --> 00:46:02.429
but they never got it right that
you're straight changing lives on this.
636
00:46:02.630 --> 00:46:06.780
And so you know, some of
that talent staying in it in house and
637
00:46:06.860 --> 00:46:09.019
some of it is going to other
companies. You're making a really big impact,
638
00:46:09.059 --> 00:46:13.659
even beyond what you could know or
measure. So continued success to you.
639
00:46:13.780 --> 00:46:15.980
But before I let you go,
relationships are our number one core value
640
00:46:16.019 --> 00:46:20.530
at bombomb and so I like to
give every guest and so we can go
641
00:46:20.769 --> 00:46:22.289
either word and you can decide who
goes first. I want to give you
642
00:46:22.289 --> 00:46:25.570
the chance to think or mention someone
who's had a positive impact on your life
643
00:46:25.570 --> 00:46:30.050
or career and then also just do
a little shout out to a company who
644
00:46:30.050 --> 00:46:34.079
you respect for the way that they
are serving their customers. Great Question.
645
00:46:34.400 --> 00:46:38.519
Um, I'M gonna go another business
that has blown my mind. There's a
646
00:46:38.880 --> 00:46:44.239
there's a restaurant in town called sea
cause of Flora's hearing grants pass and every
647
00:46:44.320 --> 00:46:47.070
time I've gone there and they have
done such a good job of blowing your
648
00:46:47.110 --> 00:46:51.389
minds, whether me and my wife
to go with our free kids and they're
649
00:46:51.429 --> 00:46:54.590
throwing food all over the place,
causing a disaster, they still make you
650
00:46:54.630 --> 00:46:58.869
feel so loved and so welcome and
they just want to take care of you
651
00:46:59.070 --> 00:47:02.980
and I would recommend anybody driving down
I five passing grants pass goes to that
652
00:47:04.059 --> 00:47:07.300
place because their phenomenal. See the
name again. It's called Sea cous of
653
00:47:07.380 --> 00:47:13.820
Flora's. Okay, they're phenomenal and
as far as a mentor goes in my
654
00:47:13.940 --> 00:47:16.889
life, I as cornees of sounds. I know this guy's played a huge
655
00:47:16.889 --> 00:47:20.889
role in my life when I came
to dust Ros he was one of the
656
00:47:20.969 --> 00:47:23.969
guys that got me here. In
a like since day one he's just in
657
00:47:24.210 --> 00:47:28.889
a phenomenal leader, not only at
work but as a husband, as a
658
00:47:29.010 --> 00:47:32.400
father, as just a good,
good guy that I want to be like.
659
00:47:34.239 --> 00:47:36.960
We might have been that guy for
me since day wanted fro so,
660
00:47:37.000 --> 00:47:42.119
as Corny as it is, he's
a Guy Nice, it's great and he's
661
00:47:42.280 --> 00:47:47.269
too generous for me company. I
love you full a, I really.
662
00:47:49.349 --> 00:47:52.230
I just think they're fantastic. I
think at their corey just want to honor
663
00:47:52.349 --> 00:47:55.829
people. You know, I think
we can get caught up in in the
664
00:47:55.909 --> 00:48:00.579
other pieces of it. They just
want to honor people and they're doing it
665
00:48:00.659 --> 00:48:02.460
the best way they can and they're
dedicated to it, and so I think
666
00:48:02.500 --> 00:48:08.539
very good example of seeing committed to
your core. And I understand that there's
667
00:48:08.539 --> 00:48:12.059
all sorts of like I said,
the world as a while and we tear
668
00:48:12.059 --> 00:48:15.769
everything mark and we don't give it
a people better than out, but they
669
00:48:15.849 --> 00:48:22.329
are a good example of trying to
keep human and just being, like I
670
00:48:22.449 --> 00:48:25.489
said, relentless in your pursuit of
that thing. I'm going to do.
671
00:48:27.090 --> 00:48:31.960
Corny, what do not courting but
predictable, and I have to see travel
672
00:48:32.159 --> 00:48:37.159
are one of our founders, and
day obviously too, but I have more
673
00:48:37.199 --> 00:48:43.110
experience with travel, just because he's
just been an incredible example of generosity and
674
00:48:43.750 --> 00:48:50.389
intentional generosity in a way that I
just I just can't I just can't understand.
675
00:48:51.030 --> 00:48:54.710
He just loves people at such a
high level and he honors them at
676
00:48:54.739 --> 00:49:00.460
such a high level and he gives
them time and he is thoughtful in the
677
00:49:00.460 --> 00:49:02.460
way he communicate to it and he
has a Tremendus amount of grace from the
678
00:49:02.500 --> 00:49:07.699
states and on the not the side
of that, he just wants to kick
679
00:49:07.739 --> 00:49:12.690
ass. He just wants to have
a place that people love to come and
680
00:49:14.090 --> 00:49:19.250
he just doesn't sphere from that.
Like the guy will come to work the
681
00:49:19.530 --> 00:49:23.519
crank on some loud music and the
lobby people get here on the phone or
682
00:49:23.880 --> 00:49:30.280
get work done, and it's important
that that interruption of pattern takes place because
683
00:49:30.280 --> 00:49:34.920
it reminds people to again keep it
might have a good time, enjoy this
684
00:49:35.079 --> 00:49:38.510
same and we're all here for the
same reason. So I have to say
685
00:49:38.510 --> 00:49:43.550
him, just because he's done so
much for so many people that no one
686
00:49:43.590 --> 00:49:46.590
will ever see what we know people
we get a lot of cras about the
687
00:49:46.750 --> 00:49:52.829
Tocover boss episode lass. It's funny
because I've seen him do stuff like that
688
00:49:52.579 --> 00:49:58.699
hundreds of times for people. So
for for me it's exciting for people getting
689
00:49:58.739 --> 00:50:01.699
go to that, but I also
get to seem very really that. It's
690
00:50:01.739 --> 00:50:06.300
just the way it is. It's
life. So I'm just grateful to that
691
00:50:06.380 --> 00:50:09.489
man in the way that I can't
subscribe. Awesome. If someone wants to
692
00:50:10.090 --> 00:50:14.210
follow up or learn more about you
guys. Are About the company where we
693
00:50:14.409 --> 00:50:17.610
send people to learn more, besides
bombombcom slash podcast, to get links to
694
00:50:17.650 --> 00:50:23.360
all the awesome things you referenced.
The I mean I feel comfortable share in
695
00:50:23.400 --> 00:50:30.559
my land stocks dust ROMs home and
yeah, I'm happy to talk. I
696
00:50:30.719 --> 00:50:35.039
love talking to people. So if
anybody has anything, yeah, but you'll
697
00:50:35.119 --> 00:50:37.550
read website. People want to,
you know, check out the values,
698
00:50:37.630 --> 00:50:42.030
check out the history and, you
know, learn more about the founders you
699
00:50:42.110 --> 00:50:49.710
mentioned. What's the website? Awesome, check out. It's fun cool.
700
00:50:49.750 --> 00:50:53.179
Can you just google that and watch
it online? I bet on Youtube.
701
00:50:53.739 --> 00:50:58.780
Check it out. Awesome. You
guys. I really, really appreciate this.
702
00:50:58.940 --> 00:51:01.900
I enjoyed it very much. Continued
success in what you're doing and thanks
703
00:51:01.940 --> 00:51:07.929
for being here. So this is
hey. If you're ever looking for any
704
00:51:08.010 --> 00:51:13.610
links, like to they're recommended reading
list or to the optimist creed, you
705
00:51:13.730 --> 00:51:19.039
can get those and a whole lot
more by visiting Bombombcom. PODCAST is just
706
00:51:19.199 --> 00:51:25.360
the word bomb twice bomb bombcom forward
slash podcast. I write up every episode,
707
00:51:25.400 --> 00:51:28.840
I include video clips and, of
course, I linked to the things
708
00:51:28.920 --> 00:51:31.989
that we talked about in these conversations. Thanks again for listening to the B
709
00:51:32.150 --> 00:51:39.710
tob growth show. We totally get
it. We publish a ton of content
710
00:51:39.789 --> 00:51:44.030
on this podcast and it can be
a lot to keep up with. That's
711
00:51:44.070 --> 00:51:47.139
why we've started the B tob growth
big three, a no fluff email that
712
00:51:47.260 --> 00:51:52.019
boils down our three biggest takeaways from
an entire week of episodes. Sign up
713
00:51:52.059 --> 00:51:59.980
today at Sweet Phish Mediacom Big Three. That sweet PHISH MEDIACOM Big Three