Hey everybody it's Jason Everett from Business Refuel. I’m excited to bring you another newsletter tip this week. How do you, when employees are on your team, not only figure out where you are, but see if you can raise up how they're operating inside the business, and ultimately create an entire team of superstars? I also want you to take a good honest evaluation of where you are at in this process.
There's a book I've been reading called, “Tribal Leadership.” You can get it on Amazon, or you can download it on your iPad, but check out this book. It's a killer book! It talks about five different levels that people operate from in a certain level of performance. Meaning that if they operate in this as kind of their emotional home or the category that they would kind of default to if not being brought in any outside information into their space. So I'm going to bring this up in terms of if they were all wearing t-shirts that illustrate their general feelings. These would be the slogan that they would wear on their t-shirts.
So again, there is five levels we're going to start at the bottom with level one. People at level one are the kind of people that walk around thinking ‘life sucks.’ They have the negative attitude. You might know people like this. Sometimes people that don't have jobs have attitudes like this. They walk around thinking that life sucks and it's horrible, and that everybody's out to get them, and they're constantly of that victim mentality. Right? So basically, level one is they're walking around thinking life sucks.
Now level two is not really that much better, but instead of thinking that just all life sucks. They just feel that my life sucks. So they're going to put it on their t-shirt, says my life sucks. Meaning no matter what I do, everybody else can be successful, everybody else can be great, but I can't be great because of some other problem that has nothing to do with me. So they're constantly turning everything inward, and they think they have a challenge.
Now those two people can usually be weeded out in most interviews that you're going to have with people because you can pick up on that energy really quickly, but the next two are the ones that operate inside most organizations.
So after they go from life sucks to my life sucks, and the next category, level three, they move up to which is pretty interesting is I'm great and you're not. This is that superstar mentality. These are the people who come on the team and say, ‘I'm amazing, your team is horrible.. they need to follow what I do/not what they want to do, or what the rest of the team thinks is not important.’ They're really under the idea that they do everything better than the other, and so even as a business owner sometimes we fall into this category because we believe that nobody does it better me. Right? If you want it done, then I need to do it on my own. If you want it done right, I've got to do it by myself.
So what happens if we fall into this category that says I'm great you're not, so therefore I can never find good people for my team? Or that there are no good people out there to hire, I wish that I could clone myself. Does any of this language start to sound familiar?
And so if you move into level four, it's we're great they're not. Meaning that you've got a team of people around you that says hey we're a team, we come together, this person, this person, this one, or maybe hundreds of people. It can be, for example; If you worked for Coke-Cola you probably think we're great and Pepsi's not, or they think the same thing at Pepsi. We're great and Coke is not.
But ultimately if you look at amazing organizations, they don't operate off of is it one way or the other, or we're great, or they're not, but they operate off the fifth level. Which is just life is great, and life is one of the most abundant things on this planet.
There has been a lot of people over the last few years that have struggled, and think that the economy has taken away business and done all these things. And sure it has done that, but there is more of an opportunity right now in this moment for you to experience not only how great life can truly be, but how great it can be when you start transforming and changing other peoples lives in that same process.
So my challenge to you is figure out where you are at in this process. Take a real good honest audit of all the other people in your team, and challenge them to start thinking about that higher thought. So if you have a bunch of superstars that play by themselves. Figure out you take them to the next level. And if you're not sure how you do that, and you want more information on how do you create a champion level team. That's something we can support you with, or you can check out the book “Tribal Leadership.” I would highly encourage it. It's been an awesome piece for me to study, and I hope you’re studying it as well.
Have a great week! That's it for me, Jason Everett.
Hey everybody, it's me Jason Everett, and thanks for taking the time out with me today to learn a little bit about how you can grow your business, and what you can do.
I recently had an experience I just wanted to share with you because it not only changed my view on customer service, but changed my view of the business specifically. So if you can't alter somebody's opinion by just a couple actions, by just a few degrees shift...
What could you possibly do to get more income, better clients, happier people, and more repeat customers? This is important because it takes ten times the money to get a new customer as it does to continue to sell to your ongoing customers.
So I want to talk to you about this because I typically have a luxury car, and I go to a luxury car dealership. I usually have a very high quality of customer service experience. I recently did buy another vehicle. I bought a non-luxury brand vehicle, and I took it in to go get service, and it was actually at the Chevrolet dealership. So I took it in to go get it serviced, and was completely blown away by their level of customer service. In fact, I didn't really think about it when I first called them. I called down to book the appointment, and the gal was extremely friendly on the phone. She was very thorough, and asked me how my day was going, and wanted to know how long I'd had the vehicle... She had this great list of questions that she was asking me:
She asked me about what the long-term goals where.If this was something that I needed to get done really quickly, or Are you interested in keeping this vehicle long-term?
Again, really great questions to keep me engaged and focused.
I gave her some details and at the end of the call I said you know, "how long have you been doing this?" To which she said, "well I've been doing this for 10 years." I said, I don't know how often this happens, but I just wanted to tell you that I am extremely impressed with your level customer service. She said, "Well I really appreciate that, thank you very much, and that means a lot. Is there anything else I can do for you? We'll schedule your vehicle and make sure you have a great day!"
I thought, Man, this is like the best customer service experience I have ever had. I thought, well this is very odd experience. I wouldn't have expected this on a regular non- luxury car type brand. Now my customer service experience did not stop there, however. In fact, after my service, I got a phone call follow-up from the service advisor, after
I got my vehicle back asking did everything go the exact way you wanted? Did your car turn out the exact way you wanted it as I want to make sure you are happy with your overall experience. And I was like "Yeah, well thanks for calling me, I do appreciate that."
Then, the next day, I got an email from them sending me a customer satisfaction survey that said, Jason we just wanted you to know that we value your time. We value your experience. Please let us know how it was, and there were just three simple questions for me: Such as, can you rate us on a scale of 1-10 as we live for our customer service, please let us know if we did anything that would prevent you from rating as a 10.
I thought, Man these guys are on top of it because I've had two separate touches beside my initial one. Then I went to open my mail the other day and what do I have in the mail? A hand written note from the service advisor thanking me for going in and giving them my business. And then today I got another phone call from their customer service manager at the dealership calling me and saying, "Hey I know you worked with so-and-so, and customer service we take very strongly here at our dealership. We just want to make sure if there's anything we could have done to make your visit with us any better, or if you were totally happy." I was like holy cow these people had five touches with me. I just went in for a very basic service at the dealership, but I have to say that sometimes people don't go to dealership because they're more expensive or whatever that reason is but my question to you is: Do you have 5 touches for customer service to provide what are called CNE's, or what are called Critical Non-Essentials. Meaning they are touches that if they weren't there, the customer wouldn't be upset about it, but because those five touches are there you've now enhanced the customer service experience. You've now given them more a reason to do business with you.
So my challenge to you is take a look at your customer service system and say okay what are 5 things we can do for you that add value to our clients and give us an enhanced customer service to give us feedback from the client?
I saw a quote the other day that said, "You will learn the most valuable lessons from your unhappy customers." And so, if they give me negative feedback, that's one of the best things that you can learn, and if they give you positive feedback that means you have a great customer for life. So that's it for me, Jason Everett, on today's video newsletter.
Hey Everybody! It’s Jason Everett again, here from Business Refuel and I want to talk to you today about a problem that comes up in a lot of offices. In fact, it comes up more often than you might think. It’s a training problem, where you may have told somebody over and over again how to do something, or what to do and they’re still coming back with their version instead of what you wanted them to. So before you let them go, before you tell them they’re horrible/they’re no good, and they shouldn’t be there; I’d like to offer another solution because in any great leadership position, leadership starts by examining what they do before they blame it on their team.
Today in this quick newsletter tip for you, what I want to share with you is a methodology that works the same way for maybe a skill you are more familiar with like learning how to drive a car. In fact, when I was younger, my Dad taught me how to drive at a very young age. I grew up a mile and a half down a dirt road, out in the middle of nowhere, and we used to be able to drive down this dirt road when we were really small. So what we used to do when I was first starting to learn how to drive with my Dad, is we used to sit on his lap, and steer the steering wheel (and of course he used to have his hand on it making sure we weren’t driving off the road or something like that), and then once we got old enough he allowed us to use the stick shift. It was a stick shift. We would shift into 2nd gear, then back into 1st, and things like that, and then as soon as I was tall enough, we used to sit on a phonebook and just operate the pedals and then my Dad would hold the steering wheel. By that time we were pretty good at it, and then once I didn’t need the phone book anymore I was off and driving. Which by the way, I was about between 8 and 10 years old when I was driving a stick shift so I never learned how to drive traditionally like most people do when they are between 14 and 16 years old.
The reason why I bring this up is when you are teaching people, you’ve got to give it to them in small doses. In business it is the exact same way. Often times in business we are so overwhelmed by tasks that we barely know how to do ourselves, that we quickly shove off, and push off, to somebody else and say, “Hey, you figure it out. I don’t have time.” That’s how most training ends up happening, or they say, “Here is my entire agenda, and i want you to get threw that... So here’s what you need to do, here’s what you need to do.” You tell them what to do and you just give them the task and then when they come back, and it’s not right. You get frustrated, or you get upset.
So here are 4 things that you need to do that will help you to train people and get them up to speed:
1. I Do, You Watch -The first step #1 is called I Do, You Watch. So when I was with my Dad, he would drive the car, I would sit in the passenger seat and I would watch. He would say, “Watch what i do, here’s how the clutch works,” and he would explain it to me and tell me exactly what he was doing. He would not just watch me drive, he would explain to me what was going on. So that is I Do, You Watch.
2. I Do, You Help -Now, #2 in this process is I Do, You Help. This is where I would actually sit on his lap, and use the steering wheel. I was a participant in the process. I was doing something relatively harmless, and I couldn’t get in too much trouble by touching the steering wheel (and he could very quickly take the wheel back if he needed to), but he would operate the clutch and all of those things. So again, Number 1: I Do, You Watch. Number 2: I Do, You Help, and you can probably guess what Number 3 is...
3. You Do, I Help -Number 3 is, You Do, I Help. Now this is where my Dad would come into play, I was actually doing it. I was sitting on the phone book, I was operating the clutch and the pedals. My Dad would be able to use the e-brake, or change the steering or whatever was needed and he would support me as I was driving. As opposed to the other way around. The final stage that you want to get into, is Number 4 (below).
4. You Do, I Watch -Number 4 is, You Do, I Watch. Now the reason why you do that is you don’t want to just say, “Okay, you’ve got the task now, just go off and do it on your own,” which is what most people do. My Dad was in the car with me, while I was driving... maybe so I wouldn’t run off the road. Now at 7-8 years old, we were actually able to drive the car by ourselves up and down the road, and we were able to do it on our own, but that was only because we had been responsible enough to do it when he was in the vehicle.
So if you want to figure out how to get your team trained, and up to speed very quickly, use those 4 tips that I gave you today. Make sure you give them “the process,” even if you are busy, even if you are overwhelmed. I guarantee it will make a huge difference in how you train your team.
So that’s it for this week’s video newsletter tip.
Hey Everybody! It’s Jason Everett, and welcome to another video newsletter brought to you by Business Refuel.
I’m excited today because I want to talk to you about the difference between a Professional and an Amateur. Let’s start by looking at a Professional Athlete versus an Amateur Athlete.
Well, what are some attributes of a Professional? They have a couple things that distinguish them from an amateur. I’m going to give you a list of 4 things that I think distinguish them as a Professional athlete:
Number 1: A Professional Athlete typically has a plan. They have a written plan, they know exactly what they are going to do, they are signed to a team, and they have a plan for their future that is written down; Versus an Amateur is somebody who picks up a game whenever they want to pick it up, on the side/with some friends.. whatever it is, but it’s more haphazard. More “just because they can” as an amateur.
Number 2: A Professional Athlete works on a very confident team, In fact, with other high performers that in some cases are better in other areas of the sport than they are. For example, if they are a good free throw shooter, or a good rebounder, you bring other people to the team that are great in those other areas; Versus an Amateur finds whomever is lying around. i.e.: If you happen to have 1 or 2 friends of yours lying around, you rope them into a game. You don’t really look for their unique talents or know what their individual skill sets are.
Number 3: A Professional Athlete always has a professional coach, someone who has been in the coaching industry and has experience doing that, and has also created other champions; Versus an Amateur Athlete, they tend to do it on their own. They say, “I don’t need a coach, this is what I do.” Have you ever watch an amateur game of basketball? Everybody hangs-out, Everybody tries to be the coach... Everybody thinks they are doing it better than the other. Everyone is trying to coach each other, instead of just one person coaching and running the whole organization.
Number 4: A Professional Athlete makes way more money than an amateur ever will. In fact, in order to be a Professional Athlete you should get paid for what you do. There are plenty of Amateur athletes that make a little bit of money. Professional athletes make a lot of money. In fact, it is the number one, highest producing incomes in the country. Which is why so many people want to become a Professional athlete; Versus an Amateur, they do it because they love it, as a hobby, something to have on the side. But I want to say this to you because most business owners get into business for themselves because they love something so much and they don’t want to work for somebody else. This is the wrong reason to get into business, and it’s part of what sets you up to be an amateur business owner instead of a professional.
Take a look at the first 3 things that I mentioned: 1- Having a written plan. 2-Having a team that’s better than you in many areas.. 3- Having a coach for your business. And if you don’t have any of those 3 things, you need to do something about it right away, get on writing a plan, take a look at your team, or hire a coach. It does not have to be us, but it should be a coach that will help you grow and succeed in your business.
So that’s it for this week’s video newsletter about professional business owner’s versus amateur business owners. Take care!
Problem Solving and Solutions
By shear virtue of luck, location, or networking, you come face to face with the person who can help you achieve your goals daily. Be prepared with an elevator pitch so that you may capitalize on the opportunity, instead of just letting it walk out the door.
An elevator pitch is a communication tool, but most importantly, an elevator pitch is a teaching tool. The point of an elevator pitch isn’t to get into every detail of your solution. Instead, you want to make sure the audience understands what you are talking about and what’s in it for them.
The true purpose of an elevator pitches is to gain interest so that the person is engaging in a conversation. Remember, an effective elevator pitch explains the problem your solution solves. An effective elevator pitch addresses the specific interests and concerns, customized to it’s audience. Be memorable and make valuable connections by taking the time to create a valuable elevator pitch.