#CX 61: A Culture of Customer Obsession w/ Ned Arick

WEBVTT 1 00:00:05.280 --> 00:00:09.429 In Two thousand and twenty. The businesses that are going to succeed are the 2 00:00:09.470 --> 00:00:16.109 ones that are absolutely subset with what their product does for the people that use 3 00:00:16.149 --> 00:00:21.390 their product. If you're not spending time on Linkedin, today is a great 4 00:00:21.390 --> 00:00:24.820 time to start. My name is Ethan Butt. I host the CX series 5 00:00:24.859 --> 00:00:28.260 here on B Tob Growth. I'm chief of angelist at bomb bomb. I'M 6 00:00:28.379 --> 00:00:33.619 CO author of the Book Rehumanize Your Business and I welcome your connection on Linkedin. 7 00:00:33.939 --> 00:00:38.329 This conversation came after I read a great post by Ned Eric. At 8 00:00:38.369 --> 00:00:42.170 the time he was an account executive at you're welcome. Today he's VP of 9 00:00:42.250 --> 00:00:46.609 growth at Halo Systems. The topic of the Post that created this conversation a 10 00:00:47.409 --> 00:00:52.920 culture of customer obsession. Net approaches life, sales and marketing in a very 11 00:00:53.079 --> 00:01:00.000 healthy way. Enjoy this conversation with net eric. Experience differentiators. That was 12 00:01:00.039 --> 00:01:03.709 a subject of a recent Linkedin Post that immediately grabbed my attention for the way 13 00:01:03.709 --> 00:01:08.989 it spoke to the heart of this podcast, aligning across our organization to invest 14 00:01:10.069 --> 00:01:12.950 in creating and delivering better experiences for our customers. It's author, and our 15 00:01:12.989 --> 00:01:19.180 guest today, has experience and Operations Account Management Biz, Deev and sales roles. 16 00:01:19.340 --> 00:01:22.299 He's currently an account executive at you're welcome, a company that works with 17 00:01:22.340 --> 00:01:26.379 vacation rental owners to increase their revenue by adding a service layer from booking to 18 00:01:26.459 --> 00:01:32.140 check out. Net and Eric, welcome to the customer experience podcast. A. 19 00:01:32.700 --> 00:01:36.049 Thanks for having they really appreciate it. YEA, as soon as I 20 00:01:36.170 --> 00:01:38.730 read that I was like, all right, we got have that post. 21 00:01:38.849 --> 00:01:42.609 Needs to be a conversation on this show. Before we get into that conversation, 22 00:01:42.609 --> 00:01:48.319 I'd love to know you did your undergraduate and graduate degrees in Kinniesiology and 23 00:01:48.400 --> 00:01:53.480 exercise science. How like a what was your motivation there and then be how 24 00:01:53.599 --> 00:01:56.120 did that help you maybe in some of the work do you've been doing? 25 00:01:57.319 --> 00:02:00.280 So I thought for sure I wanted to be a strengthing conditioning coach. I 26 00:02:00.430 --> 00:02:04.989 grew up in the fitness industry. My very first job was actually a janitor 27 00:02:05.109 --> 00:02:08.550 inside of a gym at thirteen years old, and I worked my way up 28 00:02:08.710 --> 00:02:13.469 all through the ranks of working inside gym's, from janitor to personal trainer, 29 00:02:13.550 --> 00:02:16.620 as general manager, all of the above, and when I went to school 30 00:02:16.659 --> 00:02:20.580 I was like, okay, how do I take what I know, and 31 00:02:21.060 --> 00:02:23.500 move it into something that I thought would be like a career. Right. 32 00:02:23.659 --> 00:02:28.340 And so I said, all right, I like the human body, I 33 00:02:28.460 --> 00:02:32.569 like fitness, let's see what happened. And did yea four years, did 34 00:02:32.610 --> 00:02:38.129 a strengthing anditioning internship and went to Grad School. Realized in my senior year 35 00:02:38.129 --> 00:02:42.650 of college I didn't want to be a strength conditioning coach anymore because I realized 36 00:02:42.689 --> 00:02:46.240 I didn't want to work from like three am to ten PM, you know. 37 00:02:46.479 --> 00:02:49.919 So my hat goes off to every strengthing addition coach out. They're like 38 00:02:50.000 --> 00:02:53.080 you're the the real champions. We talked about grinding and sales. No, 39 00:02:53.360 --> 00:02:59.310 no way. But I went to Grad School at University of Tampa to work 40 00:02:59.469 --> 00:03:04.909 in the kinesiology labs. They're worked on some pretty major supplement studies, Kido 41 00:03:04.990 --> 00:03:10.069 studies like the Ketogenic Diet, and actually kind of fell into sales on accident. 42 00:03:10.949 --> 00:03:15.460 was offered a couple of different positions inside of the fitness industry and decided 43 00:03:15.580 --> 00:03:20.939 that they weren't for me and ended up in healthcare, which I guess is 44 00:03:20.979 --> 00:03:24.139 close enough, right. Yeah, yeah, yes, yeah, but what 45 00:03:24.219 --> 00:03:28.490 I will tell you is this, is that's really where I cut my teeth. 46 00:03:28.650 --> 00:03:34.169 In sales I was selling an analytics platform that didn't exist yet to doctors. 47 00:03:35.090 --> 00:03:38.009 So I'm literally, I was twenty one at the time, telling, 48 00:03:38.090 --> 00:03:42.599 you know, a fifty five year old doctor, Hey, I promise you 49 00:03:42.759 --> 00:03:45.520 this is going to make you money, and he's like, will show it 50 00:03:45.599 --> 00:03:46.560 to me, and I'm like, I can't, I can't do that. 51 00:03:46.800 --> 00:03:51.560 Well, some screenshots. Yeah, right, like exactly, I promise this 52 00:03:51.719 --> 00:03:54.360 on the Road Map, right, but you definitely have to give it the 53 00:03:54.400 --> 00:03:59.590 possible but yeah, so I think what I really cut my feet there, 54 00:03:59.629 --> 00:04:06.229 but the determination and the aspects of health and fitness and kinesiology and the strengthing 55 00:04:06.270 --> 00:04:12.020 and diitioning world really impelped to me just really be able to persevere, right, 56 00:04:12.259 --> 00:04:17.779 you know, understanding that nothing in life is going to happen overnight, 57 00:04:18.300 --> 00:04:21.500 and I think that really helped me in my sales walk and as helped me 58 00:04:21.579 --> 00:04:25.889 in my career, knowing that, you know, when you make your first 59 00:04:25.970 --> 00:04:30.569 cold call in sales, more than likely you're not making a sale, right, 60 00:04:30.850 --> 00:04:33.810 you know, unless you're selling, you know something that's for sent and 61 00:04:33.930 --> 00:04:36.889 even then, yeah, that job's not going to last very long. Now 62 00:04:36.930 --> 00:04:42.079 one's going to be automated pretty quick, exactly right. So, you know, 63 00:04:42.160 --> 00:04:45.279 I think that was the biggest thing for me was understanding that, hey, 64 00:04:45.800 --> 00:04:48.360 you know, just like anything, like working out and just like getting 65 00:04:48.360 --> 00:04:51.480 a master's a great just like doing anything, it's going to take some time, 66 00:04:51.560 --> 00:04:55.670 it's going to take some effort and if you persevere, things are going 67 00:04:55.709 --> 00:04:59.029 to happen. And I've been blessed it up in my career to have some 68 00:04:59.189 --> 00:05:01.589 pretty, you know, good success and been able to work under some of 69 00:05:01.670 --> 00:05:06.699 the best business minded people that I know. So that's awesome. What a 70 00:05:06.740 --> 00:05:11.699 cool route and and I can see, I mean they're easy parallels in, 71 00:05:12.139 --> 00:05:15.779 you know, discipline building, you know, and repetition in all those things 72 00:05:15.860 --> 00:05:20.689 and how those help us form habits and eventually results. That's great. So 73 00:05:20.769 --> 00:05:24.610 we've been connecting on Linkedin for a little while. I read a lot of 74 00:05:24.689 --> 00:05:30.730 your stuff. You're obviously very excited about customer experience and it's like it's like 75 00:05:30.810 --> 00:05:32.209 a background theme. There's that's why we had to have this. So, 76 00:05:32.329 --> 00:05:35.439 before we go any farther, just share a few words, like when you 77 00:05:35.680 --> 00:05:40.399 when you think customer experience, what does that mean to you? Yeah, 78 00:05:40.480 --> 00:05:44.279 so really, I actually made a post out this failer that it. For 79 00:05:44.399 --> 00:05:50.269 me it's the holistic, end to end experience that a customer encounters when they 80 00:05:50.310 --> 00:05:54.350 engage with your brand, when they engage with you. And the reason I 81 00:05:54.430 --> 00:06:00.230 say holistic and end to end is because it's not just how they interact with 82 00:06:00.509 --> 00:06:05.259 your website or with your sales team or marketing. It's literally everything from I 83 00:06:05.779 --> 00:06:10.220 could have a conversation with you even right now and say hey, you need 84 00:06:10.259 --> 00:06:14.860 to go to this restaurant, and that's part of the customer experience right and 85 00:06:15.500 --> 00:06:17.730 so for me I think we've done a really good job in business. I 86 00:06:17.850 --> 00:06:26.970 say good with with quotes, of fragmenting the customer experience and and creating situations 87 00:06:27.129 --> 00:06:30.569 that aren't end to end. They are little bits and pieces. Here are 88 00:06:30.689 --> 00:06:34.439 website says one thing, our sales people say and now there are marketing is 89 00:06:34.560 --> 00:06:39.600 a little bit off here, and so there's not really a route that goes 90 00:06:39.639 --> 00:06:44.199 all the way through. And really, if we think about customer experience right 91 00:06:44.199 --> 00:06:48.670 now, the experience that someone has with you is really your differentiate there in 92 00:06:48.670 --> 00:06:53.949 two thousand and twenty, and so we need to really work on as as 93 00:06:54.550 --> 00:06:59.149 business owners, that sales people and marketers, we need to understand that your 94 00:06:59.230 --> 00:07:03.180 experience in the way that the customer actually experiences from even before they're thinking about 95 00:07:03.180 --> 00:07:08.300 being a business, like a customer of yours, to even after their customer 96 00:07:08.379 --> 00:07:12.259 of yours. We have to really think about that and how it can flow 97 00:07:12.500 --> 00:07:15.370 end to end and just be very holistic and stream k love it and that 98 00:07:15.569 --> 00:07:18.930 really tease up the and that was a that was a post that I read 99 00:07:19.009 --> 00:07:24.850 to your definition there. And one thing in that, in that post about 100 00:07:25.370 --> 00:07:28.930 customer experience where you defind it is this idea that it's happening, whether you 101 00:07:29.810 --> 00:07:32.319 are controlling it or not. It's happening. So you can either let it 102 00:07:32.439 --> 00:07:35.439 happen and hope for the best, where you can grab it and take some 103 00:07:35.600 --> 00:07:39.720 control of that, work across teams and functions and see if you can't shape 104 00:07:39.720 --> 00:07:43.480 into something intentional and better. So let's go to the post. It like 105 00:07:43.560 --> 00:07:46.389 led to our being here today, like it was. This is a look 106 00:07:46.389 --> 00:07:48.470 to two thousand and twenty. It had phrases in it like customer obsession, 107 00:07:48.829 --> 00:07:54.069 customer success and, of course, customer experience. What was the motivation there? 108 00:07:54.149 --> 00:07:57.110 What were you feeling when you started to write that one? Yeah, 109 00:07:57.310 --> 00:08:03.379 so, actually, the day prior I had led like a customer journey right 110 00:08:03.420 --> 00:08:07.980 up that we did at you're welcome the company on with and one of the 111 00:08:07.100 --> 00:08:13.290 biggest things that we came to understand was in two thousand and twenty the businesses 112 00:08:13.370 --> 00:08:20.569 that are going to succeed are the ones that are absolutely obsessed with what their 113 00:08:20.689 --> 00:08:24.689 product does for the people that use their product, how it affects their business. 114 00:08:24.769 --> 00:08:28.399 And you know, and that's where that kind of thought process came in, 115 00:08:28.680 --> 00:08:33.200 was like businesses that are sick going to be successful and continue to be 116 00:08:33.240 --> 00:08:39.759 successful are going to need a mindset of just customer obsession, right, like 117 00:08:39.320 --> 00:08:43.590 how is this affecting Your Business? How is how is what I'm saying to 118 00:08:43.669 --> 00:08:48.029 you right now affecting you? How is it expect how is it affecting your 119 00:08:48.149 --> 00:08:52.909 revenue? How is it just how it affecting the way that you interact with 120 00:08:52.070 --> 00:08:58.419 your client? How is our experiencing how is our experience that we're providing you 121 00:08:58.460 --> 00:09:03.220 helping or hindering the experience you provide to your clientele? Yeah, I think 122 00:09:03.220 --> 00:09:07.220 it's so easy. It's there are two things that you really made me think 123 00:09:07.259 --> 00:09:11.169 of. There's, you know, I early on it was obvious that there's 124 00:09:11.169 --> 00:09:15.649 a relationship between employee experience and customer experience. But in this case, you 125 00:09:15.730 --> 00:09:18.850 know, this is on the customer side. It's, you know, internally, 126 00:09:18.529 --> 00:09:22.330 it's easy for us to get excited about our own goals and our own 127 00:09:22.330 --> 00:09:26.039 outcomes and our own Kpis and all of this. But where we need to 128 00:09:26.120 --> 00:09:28.440 get, and this is what I hear in the way you talk about obsession. 129 00:09:28.440 --> 00:09:31.159 It's a thought I had before, but you really maybe go back into 130 00:09:31.200 --> 00:09:37.000 it, is I need to be obsessed with your Kpis, with your metrics, 131 00:09:37.240 --> 00:09:41.350 your outcomes. Yeah, yeah, I think that's so key. I 132 00:09:41.470 --> 00:09:46.509 think it's a matter of and being in sales. I think a lot of 133 00:09:46.629 --> 00:09:48.909 times, you know, we hear the term commission breath or you know, 134 00:09:50.590 --> 00:09:52.539 everyone's so focused. Right now. We're at the end of the year and 135 00:09:52.899 --> 00:09:58.980 there's discounts and all of these things and and realistically, sure that may push 136 00:09:58.179 --> 00:10:03.539 people over the edge, you know, in some way might push people away. 137 00:10:03.059 --> 00:10:07.529 But what is really going to keep people in your funnel, what's going 138 00:10:07.570 --> 00:10:13.330 to keep people being, you know, actually purchasing from you and doing business 139 00:10:13.409 --> 00:10:16.809 with your company and becoming a part of your community, is going to be 140 00:10:16.970 --> 00:10:20.559 you literally saying to them, Hey, what do you need? To Be 141 00:10:20.679 --> 00:10:26.000 Successful going into two thousand and twenty. Forget me, forget me right now. 142 00:10:26.360 --> 00:10:28.639 What do you need to do to be successful? And they're going to 143 00:10:28.679 --> 00:10:31.879 tell you, hey, you know, this is what we're doing and if 144 00:10:31.919 --> 00:10:35.279 it's a fit, sure go ahead, but I think where it comes a 145 00:10:35.399 --> 00:10:39.669 lot of its being obsessed with their KPI's and them. You become this almost 146 00:10:39.870 --> 00:10:45.190 educator and and I think that's, you know, everyone talks, you know, 147 00:10:45.350 --> 00:10:48.830 the trusted advisor. I think that's gone away. I think it's the 148 00:10:48.029 --> 00:10:52.539 educator is going to be the winner in two thousand and twenty. As a 149 00:10:52.580 --> 00:10:56.419 business, who are you? How are you educating them on what they need 150 00:10:56.500 --> 00:10:58.220 to do? No one cares that you need to hit quota. No one 151 00:10:58.299 --> 00:11:01.220 cares that you need you have revenue goal, because so do they. They 152 00:11:01.299 --> 00:11:05.690 want to know how they can hit the revenue goals they and if you can 153 00:11:05.809 --> 00:11:09.490 give it to them and you can tell them, teach them with thirty seconds 154 00:11:09.529 --> 00:11:13.129 to two minute videos or getting on the phone and just having a conversation with 155 00:11:13.250 --> 00:11:16.970 them, you know, virtual coffee date where you just give them five ideas 156 00:11:16.009 --> 00:11:20.080 that are going to just revolutionize the way they do business. I know, 157 00:11:20.200 --> 00:11:24.639 buzzlord, but that's where you're going to succeed and that's where customer obsession comes 158 00:11:24.679 --> 00:11:28.559 from. And, I'll be honest, people can smell take from a mile 159 00:11:28.639 --> 00:11:31.440 away. So it's key, like you have to be really you really have 160 00:11:31.559 --> 00:11:35.389 to care about them, because if you're like, Oh, I care about 161 00:11:35.389 --> 00:11:35.830 you, and at the end of it you're like, oh, by the 162 00:11:35.870 --> 00:11:39.950 way, today twenty percent off just for sitting down having a Virtual Cup of 163 00:11:39.990 --> 00:11:43.549 coffee, made them realize like that is again. Yeah, yeah, it's 164 00:11:43.590 --> 00:11:46.070 really interesting. It means that you really have to focus as well. I 165 00:11:46.139 --> 00:11:48.419 mean you have to be so intentional. I know that. I know that 166 00:11:48.539 --> 00:11:52.220 the salespeople in the marketers and the customer success people and, you know, 167 00:11:52.340 --> 00:11:56.980 founders and executives that are listening to the show already know this, but I 168 00:11:56.220 --> 00:12:00.779 like to walk it out explicitly. Is You really have to be focused in 169 00:12:00.899 --> 00:12:03.769 who you're serving if you're going to be of actual value in that role. 170 00:12:05.289 --> 00:12:07.570 You like, if you really are going to adapt their Kpis, you're maybe 171 00:12:07.690 --> 00:12:11.649 stepping into a territory that some of their own employees are maybe not even capable 172 00:12:11.649 --> 00:12:15.049 of doing. So, like you really have to focus if you're going to 173 00:12:15.090 --> 00:12:18.279 do it in a successful way, I think. Yeah, yeah, I 174 00:12:18.399 --> 00:12:22.799 think that's so important is if you have to, you know, understand where 175 00:12:22.840 --> 00:12:26.440 they're at, what they want, where they want to go, and that 176 00:12:26.679 --> 00:12:33.429 does take absolute focus and clarity in what their objectives are. And once you 177 00:12:33.549 --> 00:12:41.470 know their objectives, you then have to be almost in internal teammate on their 178 00:12:41.590 --> 00:12:46.779 team, and I think that's really where that experience comes from, where you 179 00:12:46.100 --> 00:12:50.980 literally step into a role inside of their team every time that you talk to 180 00:12:52.059 --> 00:12:56.379 them. And and that just takes absolute focus, because I'm no longer going 181 00:12:56.539 --> 00:13:01.889 to be telling you the are a lot of other people. I'm no longer 182 00:13:01.970 --> 00:13:07.330 going to be telling you stories about whatever it may be outside of your organization. 183 00:13:07.409 --> 00:13:13.080 I'm going to now have conversations with you and promote things to you that 184 00:13:13.120 --> 00:13:16.919 are only going to benefit you, because I know everything that you need. 185 00:13:18.639 --> 00:13:20.000 You know, for the most part right that has to do with me. 186 00:13:20.200 --> 00:13:24.960 I know everything you need and I know that if I provide that to you, 187 00:13:24.360 --> 00:13:28.909 that's going to create a completely different experience than anyone else that's doing it 188 00:13:30.070 --> 00:13:33.830 right now, and I think that's that's really the key. Yeah, rhys 189 00:13:33.870 --> 00:13:37.629 me of a couple really, really good, high quality consulting engagements that I've 190 00:13:37.629 --> 00:13:41.659 been on the receiving end of over the years. I love that perspective. 191 00:13:41.659 --> 00:13:46.139 I got too quick follow ups here specific to that post and they have no 192 00:13:46.220 --> 00:13:48.860 relationship to one another. So I'll start with the inside that post. There's 193 00:13:48.980 --> 00:13:52.379 you know, you mentioned that your twelve year old cousin has technical help your 194 00:13:52.419 --> 00:13:54.889 business. Right, so this is that idea that, you know, products 195 00:13:54.929 --> 00:14:00.610 and features aren't enough that anyone can if a competitor doesn't have that feature or 196 00:14:00.690 --> 00:14:03.690 they don't have that, you know, tool set or whatever. It doesn't 197 00:14:03.690 --> 00:14:07.649 take that long to build it and in this case even a preteen might be 198 00:14:07.809 --> 00:14:11.240 able to out feature. You tell me, what is he or she doing? 199 00:14:13.000 --> 00:14:16.360 Yeah, so you actually literally has a technology. It's a it's a 200 00:14:16.799 --> 00:14:22.519 platform for teachers where they're able to like share with their students internally on an 201 00:14:22.559 --> 00:14:26.429 APP, and he literally took like one of those platform builder APPs that they 202 00:14:26.509 --> 00:14:30.669 do. And Yeah, so he's talking to like district at twelve years old, 203 00:14:30.750 --> 00:14:33.710 like to bring it into their like public schools and stuff. So, 204 00:14:33.509 --> 00:14:37.230 like, come on, man, like, what was I doing at twelve? 205 00:14:37.389 --> 00:14:39.820 Not, yeah, I was playing like Super Mario Brothers. Are something 206 00:14:39.860 --> 00:14:43.220 stupid. Yeah, ugly man, ill I come on man. Yeah, 207 00:14:43.259 --> 00:14:46.580 that's amazing, that's really good and that is I mean, this is the 208 00:14:46.620 --> 00:14:52.250 microcosm of the essence of this larger argument that hyper competition, like truly hyper 209 00:14:52.370 --> 00:14:56.049 competition, the barriers to entry and so much of this stuff as we're getting 210 00:14:56.090 --> 00:15:00.250 into. You know, everything's going to subscription, for sure, but you 211 00:15:00.330 --> 00:15:03.210 know, eating a rise off where in general, anyone can do it, 212 00:15:03.809 --> 00:15:07.759 including your twelve year old cousin, which is a he's amazing and really getting 213 00:15:07.759 --> 00:15:09.679 after it's so good. And then the other question I had was, and 214 00:15:09.799 --> 00:15:13.960 I didn't know this part coming into it, but you mentioned that you were 215 00:15:13.000 --> 00:15:18.720 coming off of a specific exercise inside. You're welcome, where you were talking 216 00:15:18.759 --> 00:15:20.429 about the stuff. What was that day about? What was the goal and 217 00:15:22.149 --> 00:15:26.110 you know how is it facilitated? Just to a quick drive by here? 218 00:15:26.710 --> 00:15:28.950 Yeah, absolutely so. It was literally, you know, just trying to 219 00:15:30.029 --> 00:15:35.820 figure out how can we best provide an experience to the vacation rental managers that 220 00:15:35.899 --> 00:15:39.620 we work with. Right, you know, they're getting bombarded with sales people 221 00:15:39.980 --> 00:15:43.659 all the time and the salesperson picks up the phone and says, Hey, 222 00:15:43.820 --> 00:15:46.940 this is x with you know, this is met with x, Y Zit 223 00:15:46.539 --> 00:15:50.169 and we help blank, blank blank. And you know, it was like, 224 00:15:50.370 --> 00:15:56.330 well, how do we change that to really draw them into the point 225 00:15:56.409 --> 00:16:00.330 where they're like wow, these people like actually care about me because they're they're 226 00:16:00.330 --> 00:16:06.039 speaking my language? And that's really what it was all about, was how 227 00:16:06.080 --> 00:16:11.279 do you get into the customers language. And Yeah, we just we sat 228 00:16:11.360 --> 00:16:14.879 there in the Board Room, put some of those big sticky, you know, 229 00:16:15.360 --> 00:16:18.509 pages up and just went down, you know, from pre you know, 230 00:16:18.710 --> 00:16:22.470 the the the time where they're thinking about it or engaging to retention, 231 00:16:22.710 --> 00:16:29.470 to post and really just continue to worry about the questions that they had asked, 232 00:16:29.470 --> 00:16:33.580 their motivations. But what's going on in their head as they're having conversations, 233 00:16:33.659 --> 00:16:37.419 as they're searching our website, as they've had a conversation with the account 234 00:16:37.460 --> 00:16:41.940 executive at, you know, they're working with our customer success team, like 235 00:16:41.139 --> 00:16:45.220 what are they worried about and what are they, you know, looking to 236 00:16:45.379 --> 00:16:49.850 gain from the conversations? And you know, I think every company should be 237 00:16:51.129 --> 00:16:56.409 doing something to that extent where they really do start to focus and put themselves 238 00:16:56.490 --> 00:16:59.610 in the shoes. And really, because I think we said that said this 239 00:17:00.169 --> 00:17:04.119 briefly about the people at listen to podcast know this right, and it's easy 240 00:17:04.240 --> 00:17:08.559 to know. It's hard to take action right. It's easy for us to 241 00:17:08.640 --> 00:17:11.920 sit there and be like, oh, we need to provide better customer experience, 242 00:17:12.119 --> 00:17:15.630 but it's very hard to actually sit down and spend. You know, 243 00:17:15.750 --> 00:17:22.190 for us it was an entire day sitting down and really thinking and going okay, 244 00:17:22.349 --> 00:17:25.750 and you know, we brought customers into this, like we actually brought 245 00:17:25.829 --> 00:17:30.660 people that have purchased the product and have interacted with us and said, Hey, 246 00:17:30.940 --> 00:17:33.740 what was this? What was the bottleneck? What was the sticking point? 247 00:17:33.779 --> 00:17:36.900 Right, and you know, I think that's just super important to really 248 00:17:36.940 --> 00:17:40.980 create that ideal customer experience in Twe it. Love it. I getting the 249 00:17:41.019 --> 00:17:44.970 customer in the room is the essence in the height of voice of customer. 250 00:17:45.009 --> 00:17:48.089 I mean there's no you don't have to try to read it out of survey 251 00:17:48.210 --> 00:17:51.369 results or read you know, is like they're right here, let's do this. 252 00:17:51.490 --> 00:17:55.250 It's so good. Customer interviews are obviously super, super important, but 253 00:17:55.650 --> 00:18:00.359 this idea of multiple people, probably in multiple seats and different teams inside the 254 00:18:00.440 --> 00:18:04.759 organization, all having direct access to to some customers is really smart idea. 255 00:18:06.119 --> 00:18:08.640 Really like what you did there. Let's transition a little bit too linkedin. 256 00:18:10.200 --> 00:18:15.829 so you write a ton on Linkedin. When did that start in more importantly, 257 00:18:15.390 --> 00:18:19.710 why did you start that? Like what's your motivation there and you know 258 00:18:19.750 --> 00:18:23.549 what's driving that for you? Yeah, absolutely. It actually started in two 259 00:18:23.549 --> 00:18:27.579 thousand and seventeen. I think it was the early, either late two thousand 260 00:18:27.579 --> 00:18:32.660 and seventeen, early two thousand and eighteen. And I actually was told by 261 00:18:32.859 --> 00:18:34.619 an old mentor of mine I was when I was I was with a fitness 262 00:18:34.700 --> 00:18:38.339 start up and he was like, and I got them on the phone. 263 00:18:38.980 --> 00:18:41.569 It was actually cold email. You reply back. I thought it was the 264 00:18:41.650 --> 00:18:45.490 coolest guy in the world for getting a cold email apply from like an employer 265 00:18:45.569 --> 00:18:48.130 there right. But he got got on the phone and I was like Hey, 266 00:18:48.289 --> 00:18:52.289 you know, I really like I'd like to, you know, strive 267 00:18:52.369 --> 00:18:55.799 to be where you are. You know, what do I do? And 268 00:18:55.960 --> 00:19:02.200 he said content, and I said deal where? And he told me Linkedin. 269 00:19:02.319 --> 00:19:07.759 And from then it was articles, it was post it's a videos and 270 00:19:07.279 --> 00:19:15.190 everything that I write he is specific to the vertical, the pain and the 271 00:19:15.269 --> 00:19:18.869 people that I'm looking to have conversations with, because I and absolutely none of 272 00:19:18.990 --> 00:19:23.779 it has a book, a demo or absolutely none of it has, you 273 00:19:23.859 --> 00:19:26.740 know, really even a call to action, mostly time as the story about 274 00:19:26.740 --> 00:19:33.700 how I failed. But you know, I think it's so important to you 275 00:19:33.779 --> 00:19:38.609 know, I we talked holistic experience, that customer journey. When someone looks 276 00:19:38.609 --> 00:19:44.890 at my linkedin product profile, they know ned like I my bio on there 277 00:19:45.009 --> 00:19:48.369 is literally me, my if they look at any of my posts, it's 278 00:19:48.410 --> 00:19:51.210 me. If they look at the comments, it's me, and I think 279 00:19:51.250 --> 00:19:52.759 it's just so important. You know, even the Hashtag I have at the 280 00:19:52.799 --> 00:19:56.519 top, which is rewrite the narrative business. That's you know, that's my 281 00:19:56.640 --> 00:20:00.400 goal, that's what I'd love to do and you know, I truly believe, 282 00:20:00.440 --> 00:20:03.640 you know, I'm getting there. So I love the put that button 283 00:20:03.680 --> 00:20:06.960 on there. It's exactly where I wanted to go next. You know, 284 00:20:07.039 --> 00:20:10.190 a lot of people use that space to kind of prop themselves up or maybe, 285 00:20:10.349 --> 00:20:15.109 you know, position their company or whatever, and you chose rewriting the 286 00:20:15.150 --> 00:20:18.789 narrative of business. What is the narrative of business in your view and in 287 00:20:19.150 --> 00:20:22.980 talk about the rewrite like, what's the motivation there? Yeah, so I 288 00:20:23.259 --> 00:20:27.339 think really the narrative of business today is if you've made a cold call in 289 00:20:27.380 --> 00:20:34.019 the last ten years, hey. You know, relationships, they're not real, 290 00:20:34.140 --> 00:20:37.730 they're transactional, right, the buzz words you hear, the culture, 291 00:20:37.970 --> 00:20:41.730 it's sort of fake. You know, I grew up in a very small 292 00:20:41.849 --> 00:20:47.289 town where everybody knew everybody that you know. We cheered on the same teams, 293 00:20:47.329 --> 00:20:49.759 we reveled in the same simple pleasures, right, we really we had 294 00:20:49.799 --> 00:20:53.400 everyone's back. It didn't matter if what someone did, because you were a 295 00:20:53.599 --> 00:20:57.200 towny from Leonardtown, Maryland, I didn't care. I had your back, 296 00:20:57.240 --> 00:21:00.839 right. And you get a little bit naive, and that when I left 297 00:21:00.880 --> 00:21:06.430 to go into the corporate world and you start, and you know startup world, 298 00:21:06.910 --> 00:21:11.349 you start to realize that that interconnected web of individuals where it doesn't matter 299 00:21:11.430 --> 00:21:15.509 what happens, they have your back, doesn't necessarily exist. And the conversations 300 00:21:15.549 --> 00:21:22.339 you have with a business, they're just transactional and and and and people that 301 00:21:22.420 --> 00:21:26.019 you thought were best friend maybe aren't best friends, right. And so for 302 00:21:26.180 --> 00:21:30.180 me I remember just sitting back and going there has to be a different way. 303 00:21:30.339 --> 00:21:33.329 I think it was. It actually happened when I was in healthcare and 304 00:21:33.410 --> 00:21:36.809 doctors are kicking me out of their office. I'm like, oh my gosh, 305 00:21:36.849 --> 00:21:38.410 there has to be a better way to do this. It's a really 306 00:21:38.490 --> 00:21:42.450 the narrative of business now and my opinion is sort of one of cynicism, 307 00:21:42.569 --> 00:21:48.680 and rightly so. Right they've been beat over the head with with poor sales 308 00:21:48.759 --> 00:21:56.160 experiences, poor marketing manipulation, and for me it's about taking that transactional experience 309 00:21:56.279 --> 00:22:00.430 and truly creating that relational experience where every company that I'm blessed to do business 310 00:22:00.549 --> 00:22:03.670 with, I want to bring that small pound field to it, meaning that 311 00:22:03.990 --> 00:22:07.430 we're going to fight the same battles. Right, I'm going to make sure 312 00:22:07.670 --> 00:22:11.430 that your company succeed no matter what, because we're in this together, right, 313 00:22:11.430 --> 00:22:14.789 we're going to rebel in the same simple pleasures, we're going to cheer 314 00:22:14.910 --> 00:22:18.380 on the same team, which is team you, and we're going to really 315 00:22:18.460 --> 00:22:26.420 focus on continuing to have you succeed because of what you're doing inside of your 316 00:22:26.579 --> 00:22:30.809 community. And so that's a big thing for me, is creating community, 317 00:22:30.930 --> 00:22:36.529 not only inside of me and a business, but the rewriting of the narrative 318 00:22:36.569 --> 00:22:41.609 is that, plus creating your business opportunities with other people inside of your communities. 319 00:22:41.650 --> 00:22:45.359 I want my lawyers to know my doctors, I want my doctors to 320 00:22:45.440 --> 00:22:48.200 know my pharmacists. I want, you know, it's I want everything to 321 00:22:48.279 --> 00:22:52.359 be a big, almost happy family, as Kom bias that sound. That's 322 00:22:52.519 --> 00:22:56.119 really where my rewrites, the narrative, comes from. Love it and and 323 00:22:56.240 --> 00:22:59.710 this, the sense of community, is really a big deal. I liked 324 00:22:59.750 --> 00:23:04.349 it that you're translating it from, you know, your childhood, and communities 325 00:23:04.390 --> 00:23:07.069 obviously a buzz word, but it's also a real thing that I've been a 326 00:23:07.109 --> 00:23:11.549 part of in a variety of like communities and pockets and circles just in doing 327 00:23:11.670 --> 00:23:15.819 my professional work. And I think the folks that are doing that well, 328 00:23:15.579 --> 00:23:18.779 some of them even been guests on the show, are the ones you know 329 00:23:18.819 --> 00:23:22.779 a lot like you're talking about rewriting. I think they're positioning themselves in their 330 00:23:22.859 --> 00:23:26.940 companies and their teams in there. That the what connects them right like, 331 00:23:26.099 --> 00:23:30.170 whether it's a concept or a philosophy or an approach, or maybe just we 332 00:23:30.250 --> 00:23:33.650 have something else in common, it just really brings it to life in a 333 00:23:33.730 --> 00:23:37.210 different way and to point, they people that have your back. And so 334 00:23:37.690 --> 00:23:41.079 I also like the way you tied back to this idea of making team you, 335 00:23:41.559 --> 00:23:45.440 you know, making your customers keep the eyes your own kpies it's really 336 00:23:45.480 --> 00:23:49.880 good. Here's another post. You talked about the mindset of charging admission and 337 00:23:51.440 --> 00:23:53.799 this is the idea that imagine that your customers are going to pay a deposit 338 00:23:53.920 --> 00:23:57.509 to sit on a demo with you and how that might change the dynamic of 339 00:23:57.589 --> 00:24:00.509 the demo. Really interesting. I think this goes again to this kind of 340 00:24:00.509 --> 00:24:04.190 educator role. But talk about what you're what was going on when you're thinking 341 00:24:04.230 --> 00:24:07.869 about charging a mission and how would that change your approach if you knew you 342 00:24:07.910 --> 00:24:11.660 were being paid for that demo? Yeah, yeah, so this is something 343 00:24:11.819 --> 00:24:18.619 that I I don't remember where I heard it, I but it's been something. 344 00:24:18.700 --> 00:24:21.900 It's been a while and honestly might have been in college in a class 345 00:24:21.980 --> 00:24:23.490 you know. So thank you, professor, whoever you are. I'll be 346 00:24:23.609 --> 00:24:27.609 honest. It's been one of those just always in the back of my head 347 00:24:27.730 --> 00:24:34.130 when I'm having conversations with people is am I giving them and buzz word alert 348 00:24:34.170 --> 00:24:41.000 enough value right am I giving them enough right now, not necessarily to say 349 00:24:41.039 --> 00:24:45.920 yes to what I'm offering, but to go and change the game for their 350 00:24:45.119 --> 00:24:51.000 business, for their family, for whatever I'm having the conversation with them about? 351 00:24:51.440 --> 00:24:56.230 And that's really what I want to evoke the people is, I think 352 00:24:56.269 --> 00:25:00.109 a lot of times, especially in Demos. I've been in fast for a 353 00:25:00.150 --> 00:25:04.390 while and then all across and I think we get into talk mode, right, 354 00:25:04.509 --> 00:25:07.420 we don't, you know, and people say to stop and say hey, 355 00:25:07.460 --> 00:25:11.259 does that make sense? Right by like little buy and I don't think 356 00:25:11.299 --> 00:25:15.259 that's enough. You know, if I'm talking at you, I'm not giving 357 00:25:15.259 --> 00:25:21.380 you enough opportunity to really let me know what's important to you and really let 358 00:25:21.450 --> 00:25:26.369 you know what's resonating and what's not. And so I thought of this as 359 00:25:26.410 --> 00:25:30.210 like, you know, when I'm making a cold call or an email or 360 00:25:30.450 --> 00:25:33.490 even just a demo or just having a conversation with someone, act as if 361 00:25:33.690 --> 00:25:38.480 man, act as if they gave you a five hundred dollar deposit and we're 362 00:25:38.599 --> 00:25:42.359 and it's nonrefundable. They got to give it a it's five hundred bucks in 363 00:25:42.519 --> 00:25:47.599 your pocket today. What would you do differently? And I think we'd ask 364 00:25:47.720 --> 00:25:52.190 more question, I think we would dig deeper and I think we wouldn't talk 365 00:25:52.230 --> 00:25:56.150 so much about ourselves anymore. I really do. I think that if someone 366 00:25:56.190 --> 00:25:59.789 handed you five hundred dollars every single time you had a conversation with them, 367 00:26:00.029 --> 00:26:03.109 I think you would really get down to the nitty gritty of what's hurting, 368 00:26:03.950 --> 00:26:07.980 what what they need, what their motivations are and in really how you can 369 00:26:08.059 --> 00:26:11.779 help them succeed. And I also think you would actually tell them how to 370 00:26:11.859 --> 00:26:14.940 succeed. Right. You wouldn't just tell them the what, you would tell 371 00:26:15.019 --> 00:26:18.539 them the how. And you know, I think we're in the we're in 372 00:26:18.609 --> 00:26:22.289 a society of what right. We're in an information overload society where I can 373 00:26:22.329 --> 00:26:26.890 google anything and get a billion results. What. A very few people are 374 00:26:26.890 --> 00:26:30.170 actually telling people how, and I think that right, there is going to 375 00:26:30.250 --> 00:26:37.400 be a massive differentiate. Or you start providing people the how value. There's 376 00:26:37.440 --> 00:26:41.400 the difference between what value and how value. Yeah, and I'll just add 377 00:26:41.440 --> 00:26:44.240 one more to that. First, the house, like the really good how 378 00:26:44.319 --> 00:26:47.119 post, just to stay with your Google search result thing. You know, 379 00:26:47.230 --> 00:26:49.150 the best house gets you with the most detail, get to the top of 380 00:26:49.230 --> 00:26:52.430 the the rankings. Yeah, and it but to blend it with your educator 381 00:26:52.549 --> 00:26:56.710 idea. It's not just how I did it or how they did it, 382 00:26:56.750 --> 00:27:02.980 it's how you might do it right, how this might work here inside your 383 00:27:03.019 --> 00:27:07.380 organization. Really good. Last one on this kind of like check, check, 384 00:27:07.380 --> 00:27:08.980 check. Things I read on Linkedin that I think you're interested in. 385 00:27:10.579 --> 00:27:15.579 You know, spend thirty to ninety seconds on focusing on your prospects ideal future 386 00:27:15.579 --> 00:27:19.049 rather than focusing on her or his pain point. You know, like we 387 00:27:19.130 --> 00:27:22.170 do a lot of pain point selling, but you drew out this idea. 388 00:27:22.170 --> 00:27:25.890 I like, in my mind, as I read, I position very specifically 389 00:27:26.369 --> 00:27:29.930 speaking to pain points versus speaking of too ideal future. How do you think 390 00:27:29.930 --> 00:27:33.839 about that? Yeah, so for me, I think that was more of 391 00:27:33.880 --> 00:27:41.279 a talking at myself almost right. I don't necessarily feel comfortable when people are 392 00:27:41.319 --> 00:27:45.950 probing pain and and I know for a fact that there are people that I've 393 00:27:45.950 --> 00:27:51.109 had interactions with it are the same way and I would much rather look at 394 00:27:52.109 --> 00:27:56.509 the destination and look at what has gotten me here right, like I'm in 395 00:27:56.549 --> 00:28:02.819 a really bad spot. I don't necessarily want to look at all the crap 396 00:28:02.980 --> 00:28:06.619 that went on back here. I want to look at like, you know, 397 00:28:06.980 --> 00:28:10.980 it's one of those things that I heard this one time where if you're 398 00:28:11.059 --> 00:28:15.930 if you're travel agent, you don't tell people about all the stuff that goes 399 00:28:15.049 --> 00:28:19.809 on until they get to Hawaii. The packing, you know, the deposits, 400 00:28:21.009 --> 00:28:25.089 the sitting in a coach seat, with your knees getting smushed for twelve 401 00:28:25.130 --> 00:28:27.160 hours. Right. You don't talk about that. You talk about all the 402 00:28:27.319 --> 00:28:32.119 beach look at how amazing it is. And Look, can you imagine yourselves 403 00:28:32.119 --> 00:28:34.200 sitting on that beach with a drink in your hand, no worries in the 404 00:28:34.359 --> 00:28:37.720 world? And I think there's really something to be said about that, you 405 00:28:37.799 --> 00:28:42.029 know, and not in the manipulated way. And absolutely we have to understand 406 00:28:42.029 --> 00:28:47.150 stand the paint right, we have to understand what's gotten them here so that 407 00:28:47.630 --> 00:28:52.109 they can avoid doing those same things in the in the in the future. 408 00:28:52.150 --> 00:28:56.019 But I really think that when you're having conversations with people, you're going to 409 00:28:56.059 --> 00:28:59.420 have a much better reaction to someone when I'm like Hey, then, you 410 00:28:59.500 --> 00:29:04.019 know, imagine what bombomb can do in two thousand and twenty right, if 411 00:29:04.259 --> 00:29:08.740 these things happen versus. Hey man, how hard was it to grow? 412 00:29:10.130 --> 00:29:11.210 That was tough, right, and you're going to be like yeah, it 413 00:29:11.250 --> 00:29:15.210 was tough, med, but I need to know how to move forward, 414 00:29:15.410 --> 00:29:21.529 and I think focusing on moving forward is really a lot more beneficial than focusing 415 00:29:21.569 --> 00:29:23.880 on you know, hey, you stuck in the past, like, you 416 00:29:23.960 --> 00:29:29.079 know, like okay, cool man, thanks Bro. Yeah, I love 417 00:29:29.160 --> 00:29:30.279 it. Just the answers. Of course, a little bit of both, 418 00:29:30.359 --> 00:29:33.880 and I mean there's there's some discovery in the pain. But to you're just 419 00:29:33.000 --> 00:29:36.960 to attack onto your Hawaii thing. You don't need to say like man, 420 00:29:37.680 --> 00:29:42.230 winter, North Dakota. They usually get away from that. Huh. Our 421 00:29:42.309 --> 00:29:47.029 wins. So we eight degrees out three. I ready. So I know. 422 00:29:47.390 --> 00:29:48.670 This is my home, like this is where I live, like yeah, 423 00:29:48.670 --> 00:29:51.869 come on, dude, like, yeah, like this. I've been 424 00:29:51.950 --> 00:29:55.180 living in this reality. I already know the pain. Like now that I've 425 00:29:55.220 --> 00:29:56.900 expressing, you know where I am. Well, yeah, I love the 426 00:29:56.940 --> 00:30:00.380 ideal future. I last linkedin question. You do some video there to talk 427 00:30:00.420 --> 00:30:03.299 about the power of video from your experience. Why do you do it? 428 00:30:03.460 --> 00:30:07.210 And maybe some surprising how comes of just look at that camera in the Lens 429 00:30:07.250 --> 00:30:11.289 and talking to people. Yeah, yeah, so I love video. I'm 430 00:30:11.609 --> 00:30:15.730 super comfortable for some reason, in front of a camera. Where you from 431 00:30:15.730 --> 00:30:21.720 the beginning? I probably say yeah, yeah, I have a background. 432 00:30:21.720 --> 00:30:26.319 I was actually the lead vocalist of a very popular hardcore band and high school. 433 00:30:26.599 --> 00:30:30.440 So I'm being on stage has never been an issue for me, and 434 00:30:30.480 --> 00:30:34.440 I've always considered the video camera as a stage that allows me to go to 435 00:30:34.599 --> 00:30:40.630 more people, right. And so yeah, I think for me the power 436 00:30:40.670 --> 00:30:45.910 of video is it's humanizing. Right, someone can read my post and they 437 00:30:45.990 --> 00:30:49.019 can go, okay, dude, look at this guy in the black and 438 00:30:49.099 --> 00:30:53.339 white picture on his Lenkedin. Who is this guy? But when you put 439 00:30:53.420 --> 00:30:56.579 me in color, right, you know, and maybe this is me telling 440 00:30:56.660 --> 00:31:00.339 myself to put a color picture on my like, but when you put me 441 00:31:00.380 --> 00:31:03.369 in color and it's and you hear that, you know I'm real and I 442 00:31:03.890 --> 00:31:08.250 I talk and my passions and you know what brings me down? I started 443 00:31:08.329 --> 00:31:14.849 something called Ned talks and you know a little I like the you know, 444 00:31:15.009 --> 00:31:18.799 rip people off like Ted Talks and you know, I I started ned talks 445 00:31:18.920 --> 00:31:22.160 and realistic, all it was was me telling people my day to day and 446 00:31:23.000 --> 00:31:27.519 the amount of messages I still get. I haven't done in ned talking probably 447 00:31:27.599 --> 00:31:32.559 a month now. I still get messages from people asking about them. Hey 448 00:31:32.599 --> 00:31:34.750 Man, you know, those were really helpful because I literally would sit there 449 00:31:34.789 --> 00:31:38.230 and go hey, you know this work, we didn't hit this KPI this 450 00:31:38.309 --> 00:31:41.069 year. You know, let me tell you why, and I would literally 451 00:31:41.190 --> 00:31:45.029 just share with people my heart, my passions, and I think the video 452 00:31:45.150 --> 00:31:48.500 is so important. If you're real, if you're honest, because we talked 453 00:31:48.500 --> 00:31:52.700 about earlier, people can smell fake from a while away, right. Yeah, 454 00:31:52.819 --> 00:31:56.619 I think if you're if you're really doing a real video, it can 455 00:31:56.700 --> 00:32:00.809 be so powerful and, like I said, people have consistently been reaching out. 456 00:32:00.970 --> 00:32:05.450 I've had a lot of opportunities, I've gotten business from it and yeah, 457 00:32:05.490 --> 00:32:09.009 I mean it's just it's phenomenal. Yeah, minds me of something that 458 00:32:09.049 --> 00:32:12.890 Seth Goden said. He said many smart things, but the one I'm thinking 459 00:32:12.930 --> 00:32:15.720 of right now is this idea of you know, I'm not even paraphrasing, 460 00:32:15.799 --> 00:32:21.279 and just you know, your marketing is good when people miss it, when 461 00:32:21.319 --> 00:32:23.599 it's gone. Yeah, right, like there are a lot of things we're 462 00:32:23.599 --> 00:32:28.240 doing right now, like I work in marketing for the most part, and 463 00:32:29.319 --> 00:32:30.150 you know, there's some things that we're doing right now that if we just 464 00:32:30.230 --> 00:32:32.589 stopped doing it and one and say Oh man, where, where did that 465 00:32:32.670 --> 00:32:37.549 go? And that's probably true inside almost every single organization. So I love 466 00:32:37.630 --> 00:32:39.390 this idea that you know, when you when you happen to just like let 467 00:32:39.470 --> 00:32:43.309 the time go or you maybe forget to do a new one or whatever people 468 00:32:43.309 --> 00:32:45.740 are asking for, it means you're really doing something really good. So I 469 00:32:45.940 --> 00:32:50.539 and I can tell from our conversation and from my experience with you on Linkedin 470 00:32:50.660 --> 00:32:55.900 that that there's just a lot of sincerity and value and experience that you're that 471 00:32:55.980 --> 00:33:00.690 you're putting forth. So I can imagine why people would miss it when it's 472 00:33:00.690 --> 00:33:04.690 gone ned this side of pleasure. It's awesome. You can love what you're 473 00:33:04.690 --> 00:33:07.089 doing and, most importantly, the way that you're going about it. But 474 00:33:07.170 --> 00:33:09.690 before I let you go, couple things here. Relationships are our number one 475 00:33:09.730 --> 00:33:14.599 core value here at Bomb Im. It sounds like that's probably you probably have 476 00:33:14.720 --> 00:33:16.799 some if you have core values for yourself, I'm sure it's adjacent to one 477 00:33:16.880 --> 00:33:20.559 of them, if not being one of them itself. So I like to 478 00:33:20.640 --> 00:33:23.039 give you two opportunities here. One is to think or mention someone who's had 479 00:33:23.079 --> 00:33:27.910 a positive impact on your life, for your career, and and then secondly, 480 00:33:28.150 --> 00:33:30.869 to to mention a company give them a shout out for delivering a great 481 00:33:30.869 --> 00:33:36.509 experience for you as a customer. Yeah, absolutely so. First off, 482 00:33:37.190 --> 00:33:39.390 I just want to thank you. Know they'll do pree, I'm sure everyone 483 00:33:39.589 --> 00:33:45.940 knows who he is has probably thanked him. Bale has a known dale send 484 00:33:45.220 --> 00:33:50.059 twenty seventeen now. It's but whole, it's been a long time, but, 485 00:33:50.700 --> 00:33:54.019 you know, he is just really breathe life into me. I think 486 00:33:54.059 --> 00:33:58.250 it's the best way to put it, you know, getting a kid who 487 00:33:59.170 --> 00:34:02.289 had just been beaten down by, you know, doctors for a year, 488 00:34:02.890 --> 00:34:08.210 well, almost two years, you know, and really just re establishing my 489 00:34:08.409 --> 00:34:14.840 values and just being a friend more than anything. He's really just pushed my 490 00:34:15.000 --> 00:34:20.079 career and, you know, completely different trajectory, given me opportunities, ideas 491 00:34:20.400 --> 00:34:23.349 just just been a an absolute genuine human being. So I'll say this, 492 00:34:23.550 --> 00:34:27.309 but I'm sure everyone knows it is. If you don't follow, they'll be 493 00:34:27.429 --> 00:34:30.309 free and you're listening to this, you absolutely should. So yeah, I 494 00:34:30.429 --> 00:34:34.630 definitely say that. And then a company that's given me a great experience. 495 00:34:34.909 --> 00:34:37.230 You know, I'll actually say this, and I live in the city, 496 00:34:37.309 --> 00:34:42.820 in Tampa, and it's called blind tiger. It's a coffee shop here and 497 00:34:43.300 --> 00:34:47.340 I live above them. I live in condos that are above, you know, 498 00:34:47.619 --> 00:34:53.849 retail area and I go there probably maybe once a week at the most. 499 00:34:54.010 --> 00:34:58.849 Right I don't I'm not a I'm not a frequent frequenter of cafes, 500 00:34:59.090 --> 00:35:01.050 you know, but if I need to pick me up. But there is 501 00:35:01.170 --> 00:35:06.289 a girl at the front depth that knows my name like it's going out of 502 00:35:06.409 --> 00:35:10.280 style and she knows my drink, which isn't hard. It's black eyes coffee, 503 00:35:10.559 --> 00:35:15.360 but she knows my drink, she knows what the hate, where have 504 00:35:15.480 --> 00:35:20.480 you been? She knows everything pretty much about me and if I'm low on 505 00:35:20.599 --> 00:35:25.309 coffee, she comes and pours it and it's a completely different experience than like 506 00:35:25.550 --> 00:35:31.750 a starbuck, right, and I will go out of my way, if 507 00:35:31.829 --> 00:35:37.059 I'm not at home and I'm passing, I will pass three or four starbucks 508 00:35:37.099 --> 00:35:43.460 to go to blind tiger in West Faye Florida, because of the experience that 509 00:35:43.619 --> 00:35:46.579 she provides. And you know, I've been to some of the most niche 510 00:35:46.980 --> 00:35:51.809 coffee shops that, you know, promise all these amazing things right, and 511 00:35:52.010 --> 00:35:54.050 I'll be honest, there's no better experience. So if you're ever in West 512 00:35:54.130 --> 00:35:59.650 Face Florida, you need to go to blind tiger. You have to so 513 00:35:59.849 --> 00:36:04.210 the coffees not to shabby either. It's awesome. Then in this this is 514 00:36:04.289 --> 00:36:07.599 one something that I've really come to adapt over the past couple of years is 515 00:36:07.719 --> 00:36:10.920 this idea that the thing any of us needs above anything else. I mean 516 00:36:10.920 --> 00:36:15.320 assuming that all of your basic needs are met right, that you have food, 517 00:36:15.400 --> 00:36:17.789 shelter, whatever. We just need to be in this is true of 518 00:36:17.829 --> 00:36:22.190 every human even people who don't have food or shelter. They just need to 519 00:36:22.269 --> 00:36:29.030 be seen and appreciated, like I see you person and I appreciate you, 520 00:36:29.150 --> 00:36:30.909 and so for you, like where you been? How's it going? Just 521 00:36:31.070 --> 00:36:35.900 this idea that there's this, this, this running situation where she is paying 522 00:36:35.900 --> 00:36:38.940 attention, she sees you and hears you, she understands you, knows what 523 00:36:39.059 --> 00:36:43.219 you want. And I mean you can say it's not a complicated order, 524 00:36:43.300 --> 00:36:47.050 but what's complicated about it is that you that there are dozens, if not 525 00:36:47.170 --> 00:36:52.769 hundreds, or several hundred, maybe even a thousand or thousands of people just 526 00:36:52.889 --> 00:36:55.170 like you who walk in who she's like, I haven't seen while. How's 527 00:36:55.170 --> 00:37:00.610 it going? And Yep, most of them probably aren't black iced coffee. 528 00:37:00.650 --> 00:37:04.480 Yeah, most problems. Is that that special? It's pretty easy. It's 529 00:37:04.519 --> 00:37:09.719 like it's ice coffee and black. But that just that, along with your 530 00:37:09.760 --> 00:37:14.000 face and where view been, is just this. I appreciate you. It's 531 00:37:14.000 --> 00:37:16.030 really, really strong. And of course deal is an awesome dude and and 532 00:37:17.110 --> 00:37:21.269 he is a great follow as is Ned Eric, if you're listening to this, 533 00:37:21.469 --> 00:37:27.510 it's just anyd Ari S K and Dale do pre is dupree, both 534 00:37:27.630 --> 00:37:30.340 great follows on Linkedin. I guess I already answered part of this. Last 535 00:37:30.380 --> 00:37:34.780 question for you, Ned, is if people want to learn more, if 536 00:37:34.820 --> 00:37:37.820 they want to follow with you or or you're welcome, they want to check 537 00:37:37.820 --> 00:37:39.420 out your videos, any of that stuff, we are some ways people can 538 00:37:39.420 --> 00:37:44.139 follow up and connect with you. Yeah, Linkedin's probably the best one for 539 00:37:44.289 --> 00:37:47.730 me. You know, I've got an instagram page. It's everything is Ned 540 00:37:47.809 --> 00:37:52.329 Eric, any Daiicek, everything is, but Linkedin is where I'm at. 541 00:37:52.690 --> 00:37:58.719 You're welcome. Is it's actually spelled? Why? Oh, you are Wel 542 00:37:59.360 --> 00:38:02.400 coom. Promise it's not a grammatical error. So check it out. You 543 00:38:02.519 --> 00:38:08.599 know, we that we helped vacation rental managers really create better guest experiences through 544 00:38:08.639 --> 00:38:13.150 technology. So couldn't have asked for a better company to work for with me 545 00:38:13.309 --> 00:38:19.190 with my passions and in real estate and in my passions and text and experience. 546 00:38:19.269 --> 00:38:22.869 So awesome, Ned, this is great, continued success to you. 547 00:38:22.030 --> 00:38:27.219 Thanks for the time and I have a great rest of your evening. Absolutely 548 00:38:27.380 --> 00:38:31.980 thanks much, Athan. I hope you enjoyed some of the philosophy and practices 549 00:38:32.099 --> 00:38:36.260 that Ned just walked us all through, and I know that Ned and I 550 00:38:36.579 --> 00:38:39.699 have this in common with the gentleman he just thanked, Dale Do Prix. 551 00:38:39.940 --> 00:38:45.849 We all welcome your connection on Linkedin. My name is Ethan, Butte last 552 00:38:45.889 --> 00:38:51.769 name is spelled bee ute, Ned Eric, last name spelled Aric K, 553 00:38:52.329 --> 00:38:57.679 and Dale do PRI doupree. I didn't intend to give you that spelling lesson, 554 00:38:58.000 --> 00:39:00.599 but I did intend to have your reach out and connect on Linkedin, 555 00:39:00.679 --> 00:39:05.679 a great place to have conversations and pick up new ideas. Thanks so much 556 00:39:05.679 --> 00:39:09.000 for listening. To be to be growth. Gary v says that all the 557 00:39:09.070 --> 00:39:15.230 time and we agree. Every company should think of themselves as a media company 558 00:39:15.269 --> 00:39:19.989 first, then whatever it is they actually do. If you know this is 559 00:39:20.150 --> 00:39:22.710 true, but your team is already maxed out and you can't produce any more 560 00:39:22.789 --> 00:39:27.460 content in house, we can help. We produced podcasts for some of the 561 00:39:27.539 --> 00:39:30.619 most innovative bb brands in the world and we also help them turn the content 562 00:39:30.659 --> 00:39:36.579 from the podcast into blog posts, micro videos and slide decks that work really 563 00:39:36.619 --> 00:39:39.090 well on Linkedin. If you want to learn more, go to sweetphish Mediacom 564 00:39:39.610 --> 00:39:49.289 launch or email logan at sweetish Mediacom. I