Clay Clark | The Mystery Shopper And The Mastery That Follows With Dr. Robert Zoellner

Audio Transcription

So many different times in my life, I’ve played with broken or hurt things, broken foot, broken leg, broken hand, broken arm, broken sternum, broken collarbone. I could keep going if I just thought more about bones. Why, man? Because I loved it. I loved playing the game. I was passionate about it. One of the reasons I even get encouraged at seeing all of you here, you know why I get encouraged by that is because you could be anywhere doing a lot of different things, but you chose to be here Some shows don’t need a celebrity narrator to introduce the show But this show does in a world filled with endless opportunities Why would two men who have built 13 multi-million dollar businesses? five hours per day to teach you the best practice business systems and moves that you can use. Because they believe in you. And they have a lot of time on their hands. This started from the bottom, now they’re here. It’s the Thrive Time Show starring the former U.S. Small Business Administration’s Entrepreneur of the Year, Clay Clark, and the entrepreneur trapped inside an optometrist’s body. Dr. Robert Zulman. Two men, eight kids, co-created by two different women. Thirteen multi-million dollar businesses. We started from the bottom, now we’re here. We started from the bottom, and we’ll show you how to get here. Started from the bottom, now we’re here. We started from the bottom, now we’re here. We started from the bottom, and now we’re at the top Teaching you the systems to get what we got Colton Dixon’s on the hoops, I break down the books Z’s bringing some wisdom and the good looks As a father of five, that’s why I’m alive So if you see my wife and kids, please tell them hi It’s the CNC, up on your radio And now, 3, 2, 1, here we go! Started from the bottom, now we’re here Started from the bottom, let me show you how to get this Dr. Z, how are you, sir? I’m doing great, Clay. How are you doing? Nice and blue to contrast with the white. I’m a little hurt. I’m a mentor and I don’t even have one. I feel practically naked. I feel as though we’re at this point in our relationship where I can extend this great gift to you. Oh great, I get to use one. Thanks. No, it’s not used in a way that’s bad. It’s more like Michael Jordan’s sock as a collector’s item. Oh my gosh. That is like Michael Jordan’s sock. I have to put value to it. You just added tremendous value. Well, hey, we’re today in your Z66 auto auction. How many cars a day do you guys, or a week, do you typically move or sell out of this place? Well, we had a one-year anniversary sale about four weeks ago, and we did 1,200 cars that day, which is a lot. But we’ve kind of, our average is probably around 750 to 800 a week is what we’re running through here. So as we’re recording here, if you hear any sounds of automotive awesomeness, that’s what’s going on. We’re preparing to sell another 750? Absolutely. Every week. OK. Now, you also, just to give you a little context of why you’re so qualified to be a quality control expert and a mystery shopping expert, is that you also started in optometry practice. You still have the two clinics. Then you also have a sleep center. Yes. What’s a sleep center? It’s a diagnostic sleep facility where people come in and actually sleep for the night. We need at least minimum six hours of sleep and we hook them up to 24 different connectors, if you will, and we register their sleep and then we analyze it and let them know why they’re not sleeping as well as they would like to. If I went in there and did a test, my alarms would just go off. I’m going to get you in there. I will get you in there. He moves every hour. OK, so here we go. Also, though, you also have a competitive horse ranch or ranch where you raise horses? Active in the thoroughbred breeding and racing industry. I have a ranch just south of Tulsa. Also, I have a DME, a durable medical equipment company, that specializes in CPAPs currently. And CPAP is the piece of equipment that most people need if they have sleep apnea, and we find that from the sleep stage. And the reason why I think this is so important for people to know this is because none of this happens if you don’t have a foundation of quality. True. I mean, if you started your first practice and you didn’t do a quality job, then it would not have grown and then grown to the next business. And so it’s not like you’re a serial entrepreneur who’s out there looking for a new thing. It’s more of like once you’ve mastered one area, you move on to another area. Right. And it’s amazing how many of those basic principles apply to all those businesses. Well today what we’re going to talk about specifically is this concept of the mystery shopper. Ah yes, one of my favorites. And the mastery that follows. So the idea is you send the mystery shopper in, the mastery follows. And I know that a lot of people watching this might be a little bit unfamiliar with what a mystery shopper is. Can you explain just from your perspective what a mystery shopper is? Well the image of a ninja you need to take out of your mind. You want them to look like a normal patient that’s a friend of yours. And what you do is you send them in and with very specific goals of them taking notes mentally as they go through the process, the good, the bad, the ugly, the great, the not so great. And then when they’re done with their experience in your business, then you sit down with them and you break it all out and you go through what their experience was. Now, just because I think some of this stuff might seem like common sense to you because you’ve done it for so long. But when I hired my first mystery shopper for one of my businesses, I didn’t know that I shouldn’t tell anybody that they were the mystery shopper. And so everybody kind of knew that they were, but it wasn’t very mysterious. Everyone’s like, that’s Jamie, Jamie. So, and they’re all like, kind of, so I guess rule number one is you really can’t tell people that the mystery shopper is coming to town? Absolutely. Or, you know, one of the games I like to play is to say, sometime this month there’ll be one. So, you know, everybody’s treating everybody, you need to treat everybody, and that’s the key, treat everybody as if they are that mystery shopper. But yeah, you don’t tell. And do you incentivize the mystery shopper, like give them a bonus if they find issues or feedback? Typically, you get what you pay for. So I give them typically no charge or maybe even something on top of that, no charge on the services, and maybe even pay them on top of that for them to do it. Awesome. Awesome. OK. So that’s what a mystery shopper is. And so I want to ask you this. First off, have you ever mystery shopped yourself? Absolutely. OK. Walk me through the process then of how you go about mystery shopping. Let’s just take this, let’s take this business for instance. Okay. What is the process? Walk me through kind of the whole process of finding the person, putting them in here, walk me through it. Well, for me personally when I do it, most of that’s over the phone, most of that is obviously people know what I look like and so I can’t do the full mystery shop myself. Okay. And as a business owner, if you’re good at changing your voice and you can actually call a mystery shop. So you call your own business and act like… Yeah. Hey, how are you doing? I’d like to get an iGlam. But, you know, you go through so much of it yourself, but when you actually send in the mystery shopper, the idea is that they go through the full experience. They go online, they call the office, they show up. You might even coach them to be… I don’t want them to cause a scene, but I also like to see what happens when my staff deals with a, shall we say, an ornery or a customer that’s maybe a little upset. And so there’s levels of mystery shopping, but the basic one is to call, get an appointment, and come in and then go through the actual physical experience. So let’s just say that you did call your own office. And have you ever called your own office and not been happy with the way someone answered the phone? Unfortunately, yes, I have. Have you told them immediately there was an issue, or did you write it down and have a big staff meeting saying, okay, so I called the office this week. How do you handle it? Well, I videotaped it. I mean, I recorded it. And so then at our monthly office meeting, it was, hey, everybody, guess what? So play, hit play, and play, and everybody’s like, you know, and there’s usually one or two people that start sitting lower and lower in their seat. And I don’t do it to beat people up. I do it to educate. We try to learn from that. Obviously I play good ones too. So it’s a coin flip on, oh, is that me? And did I do it right? So you want to celebrate the good and you want to correct the bad. So Dr. Z, let’s say that you hired me to be the mystery shopper. Do you lay out an objective for me? Do you say, hey, these are the five areas that I want feedback on and I want it via email or is it kind of loose? Just go in there and tell me what your thoughts are. How do you educate me as the mystery shopper about what I’m supposed to do? Both. All the above. Sometimes what I do, I send in a general shopper without any preconceived. You’d be amazed at when you have been in a business for a long time, you get a feel of what’s supposed to happen and what’s important, and yet you send in a mystery shopper with adding those preconceived notions and they come back and they point out things that you’re like, wow, I didn’t realize that was important. I didn’t realize that you saw that, that that was something that would be on your, hey, did you know this was no good or this was really great? So sometimes I send them with just a generic, hey, come in for the experience and then we’re done. You know, I want to, let’s have lunch and talk about it. Sometimes I send them in on specific, if I have a particular employee or a particular area that I’ve been working on, I send them in with specific goals, specific things to say, you know, even a list of things to ask and see what the response is. And then they email that, they write it up, they, you know, educate me as to what their experience was. So some of both. Sometimes you do real specific and then sometimes you do, hey, just generally come in. And then sometimes I’m amazed that on the general ones, the high points are the low points. I know in like in our DJ business, when I started that, we were doing all these weddings. And I thought that I was doing a very good job. And of course, I think every business undertakes pride in their business. And I was amazed, like just what you’re saying, when I hired people to do mystery shopping, They would point out little things like, hey, you don’t have a cover on your outlet, and your overhead music wasn’t on in your office. And it smelled weird. And you’re like, what? Yeah, you never asked them, hey, tell me what the smell of this place. That would have been one of your lists. But it helped a lot. Yeah. I want to read this quote to you. Steve Jobs, the founder of Apple, co-founder of Apple, he was famous for saying, be a yardstick of quality. Some people aren’t used to an environment where excellence is expected. How has the mystery shopper helped you achieve excellence more consistently? Well, first of all, it keeps everybody on their toes. My employees know that there’s going to be one coming in whatever future. And so everybody’s kind of on point for that little bit. Number two, it allows me to not let things get too far off target. When you’re taking a shot at a target, the further away you are and the less you are, the bigger the distance of the miss. And so the more you’re constantly staying on top of that and recalculating and reassigning that bullet to hit the target, the less you let things get really out of whack before you keep things controlled. If I’m somebody watching this, let’s say I own a bakery. And we’re open maybe six days a week. And maybe I own a hair salon, and six days a week, and I own an insurance business. Six days a week. These three different companies. How often should I have a mystery shopper come in? That’s an excellent question. I kind of think of it as how busy they are. You know, the actual experience of how many people are coming through there. I mean, somebody that has a business that you don’t have a lot of, you know, you’re not very busy I mean I probably couple times a year but businesses that are better busier maybe as much as once a month you at least maybe once a quarter okay I know and just a little anecdotal done from my experience I know with our DJ company I got to a point where actually started sending somebody once a month and we were doing about 70 to 80 parties a week 70 or 80 customers a week was kinda max volume we saw and I did it because I always wanted the staff to be on their toes, like what you said. Hey, we’re going to have somebody come by this month. Anybody could be that person. And that’s a really big deal. So and even as we’re building the Thrive experience, we’ve had our customer service team call some of the subscribers. Because you never know who it’s going to be. And that sort of, I guess, not rude, but that sort of candid feedback is what we need. Absolutely. For those people. Absolutely. What types of things have you actually learned, let’s say, with your optometry business, that was at a total epiphany, where you did a huge change or update as a result of a mystery shop? Or is there anything you can think of where you’re like, well, I had no idea, and now we’re doing that completely different? Went to uniforms. There for a while, we had a dress code. And if you’re not there inspecting every single person, you know, dress codes got sloppier and lazier. And so now everybody is wearing scrubs with, you know, monogrammed. And that’s something that I think probably is off the top of my head that was, I was like, oh my, that you did not see that. Do you do uniforms in all your businesses? No. No, I don’t. Do you? Most of them I do. You do? Yes. See, this is so interesting because people who know you would say, you know, Dr. Z is a fun guy, he likes to dress in a fun way, you know, you always are a pretty stylish guy, but at the same time, you’re very disciplined with your business and you’re wanting to what, just kill those variables that people make bad choices? Yeah, people make bad choices and someone’s seeing the bad choice and being offended by it. And I tell you what, people walk around and it’s so easy to drive away business. And so that’s why you have to treasure it and you have to really value it and make sure that all those different steps, because they come into my optometry practice and they may be touched by six or seven different people. And it only takes one of them doing the wrong thing. I have a story that has to be told, but I was working with a business and I won’t say what state it’s in, but this business is conservative. And they really pride themselves on being conservative. It’s a Christian-owned. That’s their whole niche. I’m not saying you have to be a Christian-owned business to be successful, but that was their niche. If we’re Christian, we’re conservative. And the front desk lady would just wear the most. It would feature the most cleavage possible. And so I’m going in, and I see all these things that say Christian. It’s like a big Hobby Lobby store. It’s got a lot of these faith and love. And then she’s just scandalous with what is going on. And then I go and meet one of the people in the back who’s one of the assistants for the doctor. Same thing. And I’m just like, what is going on? And I just noticed that like the days that he wasn’t there, all of his staff dressed like it was like Hooters or something. It was just, it was crazy. So he ended up doing a uniform thing, and I just think that’s so funny. Okay, so why in your mind aren’t more business owners doing mystery shopping? I mean, I know, I had no idea what it was until I had a lady who was irate, and then I said, well, what can I do to help you make the service better? I felt horrible because she was so mad at me, and she says, why don’t you hire some mystery shoppers? In my business, we do. And I was like, oh, that’s a good idea. Great idea. But why don’t you think most people do? I think probably just ignorance. I mean, they don’t know about it. They don’t think about it. I mean, that is one of those checklist of things that until you kind of get your head wrapped around it, until you do it a few times, there’s a value in it, you may go, oh, things are OK, and you move on. And that’s a problem. There’s too many businesses out there that it’s just OK. And we’re looking for excellence, we’re looking to grow, we’re looking to be dominant in our sector. And in order to do that, you have to tweak those little things. You throw out the words a lot, excellence, dominate, but you really, that’s what you’d like to do. And I think it annoys you maybe to be mediocre. You want it to be awesome, right? If you’re going to do it, why not do it right? So let’s talk about this just for a second with this particular business. You are, is it the largest auto auction in Tulsa now? Yes. Second in the state and the fastest growing in the state. And so to make it, to grow it, it seems like your entire focus is on quality control. Yes. People say, well, you’re a good marketer. That’s true, but it seems like the word of mouth is now by far the biggest driver of growth. Is that… Absolutely. I mean, you have to build excellence and then you have to teach excellence and you have to continue to reiterate excellence. I just had a lunch meeting with my sales team yesterday, in fact, and we went through the steps of… You know, one of the things that annoys me about a business, when I see it, is a business that treats a new customer better than their current customers. I.E. I.E. I.E. If you join up with us, we’ll give you a new phone. Hey, I’ve been your customer for 10 years. Can I get a new phone? Oh, no. You’re not a new customer. So, that was actually at a meeting this week with my sales team. That was the emphasis of the lunch is saying, listen, we need to make sure as we’re going out trying to conquer new territory that we don’t forget the territory we’ve already conquered. Let me give you an extreme example that I thought was awesome. I want to see if you agree with this. There’s a business owner that I’d worked with who already was doing this on his own accord. I didn’t help him. It was just something he was doing. He took one day a month, and he called it Customer Appreciation Day. They called all of their existing accounts. It was somebody who had people that referred them business. One day a month, they would just call all of their customers, send them thank you notes. And it was just awesome how he, with this landscaping business, just once a month. I mean, you can imagine you’re getting your lawn mowed by this guy. And once a month, he’s calling to tell you thank you, no upsell, mailing you a thank you card. You know, who does that? That’s great. I think it’s a great idea. I just said, do you try to systematically put a process in place to thank your existing customers or to appreciate them? Or what do you do here, let’s say? Here, particularly, because we have the same pool of guys. This is a business to business. You have to be a used car dealer to do business here. And so that’s a captive number in the region that we market to. So it’s the same guys that we pull from every week to be here. So in fact, that was one of the new things when I opened Z66 Auto Auction, is that we hired someone specifically for the buyers. We’re always very aggressive going after the sellers. In other words, we want the cars. We want to get the guy that can send us 20, 30, 40, 50, 60, 70, 100 cars a week. We go after those guys. We had never had someone that specifically went after the buyers. As you know, you can have a lot of cars come through here and there’s no buyers. It’s a bad deal. It’s a bad deal. Because I only make money here when a car sells. So a car has… You don’t make money just by having them here? No. Oh, okay. Well, maybe on the vending machine, but that’s not a whole lot. I mean, I think that’s serious though, because the reason why I’m joking around about that is a lot of businesses, I know I’ve done it before, I thought if I buy as many speakers as possible for this entertainment service, the best speakers, the best lights, the best, and then I remember talking to my mentors and he said, you know, until something sells nothing matters. Right. And I’m going, oh, thank you. You know, yeah, so I think a lot of business owners were buying a lot of stuff, we’re getting a lot of things, we have to move that. Right. So you had somebody who specifically has a relationship with the buyers? Yes, and they go out and call on them and they treat them special. And that’s what one of our sellers a few weeks ago, but pulled me aside and said, man, you guys have got all the buyers. Some of these guys I haven’t seen in 10, 20 years. Yeah. You know, and they’re, you know, and they said, how did you get all the buyers? I said, well, we treat them like I treat you. And he looked at me and I said, hey, listen, you get treated special everywhere you go. Because you can bring 30, 40, 50 cars wherever you go, and you’re a big deal. And this guy out here buying two and three cars has been treated like he wasn’t a big deal. Guess what? I treat him like I treat you. They’re all VIPs. And he goes, wow, that’s why they’re here. I said, yes. That deserves a boom. Let’s just say that. Boom. Okay, so now we’re switching gears a little bit on mystery shopping. We’re getting into this area. I almost want to whisper because I don’t want to… It’s just… You don’t have to… Everybody watching this, just don’t share it with more than like 10,000 people. Just keep it secret. So here we go. We’re talking about mystery shopping the competition. The competition. We’re actually going to the competitors and looking at their business now. Absolutely. This is kind of where we draw the line, though. There’s a lot of business owners that say, if this table represents excellence, half of this is mediocrity. And they say, I’m willing to mystery shop myself. Yes. I’m willing to work hard, but I would never mystery shop my competitor. Oh. Because of the ethics. I wouldn’t do it. Now I’m going to tell you one story, huge. I actually hired one of my competitor DJ companies to DJ a party for someone I did not know. I said, hey, would you be okay if I hired a DJ for your event? They’re like, yeah, just not my company. I’ll hire my competitor. Sure. So I paid the bill, did the thing. I learned so much about what to do, what not to do, what’s going on over there, what’s going on inside, what they’re saying to people, learn a lot. Do you do this as well? Do you mystery shop your competition? Absolutely. Okay. Yes. It’s like going to war and not being concerned about what the other sides, you know, the other troops are doing. I mean, Intel and recon is the backbone of being able to win the battle. And you know, I’m, I’m all for it. Now, you know, there’s a, there’s a right way to do it, there’s a wrong way to do it, but to find out what they’re doing is tantamount to helping your business. Because I’m a person who, as a general rule, is pretty aggressive just to implement things. Tell me what the wrong way is so I don’t do that before we deep dive into some of the details here. What’s the wrong way? What are some things I can’t do? I mean, am I not allowed to, you know, become best friends with the owner for like two years and then what are the rules? What can I not do? What are some things where you say, okay, that is too far. Well, you can break into their business after hours and obviously breaking the law is one thing, but I think I think the line that we’re talking about not crossing is you want to treat them the way you wouldn’t mind being treated. And that’s a good rule of thumb. So if you go in there, I mean, you don’t want to send somebody in there and try to sabotage. You don’t want to go send somebody in there and try to be mean. You don’t want to send somebody. You want to treat them in that experience the way you’d want. And that’s if you can say yes, that’s okay, then you’re fine. I just want to give a few examples here. I know that Sam Walton mystery shopped his competitors virtually every day. I know Quick Trip Gas Station, they mystery shop all the time for their competitors. Absolutely. I know a lot of airlines send their employees on the other airlines’ planes. So this is not new. Any sporting team that’s worth a hoot, they’re going to go look at their competition and kind of game plan for them. So this is not weird. If you’re watching this and you’re like, oh, this seems bad, we’ll just keep whispering. So here we go. Now, what type of things have you learned when you send people to your competition? What are some of the kinds of things you’ve picked up? How much are charging for things? I mean, that’s obviously, you know, a lot of my models are kind of value-driven, so that’s a big deal. You know, the actual price of their goods. Okay. And so you have to be competitive in that arena, so that’s one. Also, the layout and the physical look of their facilities. I think that’s, you know, whenever I look at things that are important. Also just other inner workings on employees, what the employees are saying, how the employees are doing. You know, oftentimes I’ll, will mystery shop sometimes a different business and end up with good employees from that. In other words, when I go into a restaurant, I go in with the filter of what are they doing right, what are they doing wrong, is this person potentially a good fit in my organization and where. So that mindset, you should never turn off, even though it’s not, even though I don’t own a restaurant. I’ve hired a lot of great people that were good waiters and waitresses. I have as well. Like it’s almost like we’re, when family knows that I’m at a restaurant sometimes, they’re like, are you at the restaurant here with us right now, or are you mystery shopping and getting ideas? Yes, both. Yeah. Hopefully both, kids. Yeah, so okay, so now here’s what I want to ask you this. Ray Kroc, he’s the guy who took McDonald’s from just a couple small stores, the McDonald’s brothers started it with a couple small stores, and they grew it, Ray Kroc grew it to be a massive billion-dollar franchise. And he says the quality of a leader is reflected in the standards they set for themselves. In your mind, is it possible to grow a successful company in a vacuum where you have no idea what your competition is doing and you have no idea what your customers think about you? Is it possible to do it without some kind of mystery shopping or some kind of… I mean, you know, I would I’d hate to say it’s not possible, but it sure is a lot harder. Okay. I mean, you know, for me, why not do things that are more productive with your time and that you know you’re gonna have a better success rate. So I guess you could. I would never say that, you know, never is a word I don’t like to say, never. But, you know, it’s so much easier if you know what’s going on around you. Now, if I’m just super crazy motivated right now, I’ve watched this and I say, I’m going to go out there and get a mystery shopper. This is what I’m gonna do. What are the steps you recommend? I mean, there’s a lot of people watching this, maybe you’ve never done this before. Do you recommend you find one of your employees and say, go shop my competition? Or do you, is there services that you like or websites that you go to find mystery shoppers? Just kind of walk me through kind of step one to get going on here. Well, I have a pool of them. I have people that are acquaintances of mine that I, maybe other business owners or people that I actually do marketing and advertising with. I’ll often have them. And so I have a pool of people that I’ve assembled and those pool from people that I Knew and trusted so I have never Personally gone outside my sphere of influence to get somebody that I don’t know and have them come in and mystery shop Now on the flip side, you know, you have patients that then will report something That’s usually the bad stuff every now and then the good stuff So, you know in an essence, I mean most of the people that walk in your door are a mystery shopper. Now it’s up to you to get that information out of them. I mean, they’re all a shopper, if you will. They may not come in and think, oh, I’m getting reimbursed for this, but if they come in and have a bad experience, they contact you and let you know that. You can then turn that experience into what you would a mystery shopper. I want to ask you this to make sure I’m tracking with you. A friend of mine runs a big church, and he says that it’s important to seek criticism and not praise when you’re sending a mystery shopper through or you’re sending somebody to try out the church to give you feedback. Do you believe that’s the right mindset to go in? You’re trying to get criticism on how you could do it better, not just praise? Or what is your mentality? I’d probably say 50-50. I’m real big about celebrating victories and celebrating success and celebrating excellence. And if you never do that, I think you’re missing half of the motivation that you can give to your team. Now, on the flip side, obviously, things that are not being done correctly, you have to constructively fix. But I think to say one’s more important than the other or just do one and not the other, I think that’s the wrong mindset. You’ve got to do both and learn how to embrace both of those. OK, awesome. Now, if for some reason I’m watching this right now, and I just don’t think it’s ethical to mystery shop my competition What would you say to me? You’re doing it now? You just don’t realize it every time you see a commercial on TV Every time you hear about them every time you go to a business you are mystery shopping them I mean, it’s our nature. I mean why I would look at them and say why do you go and shop where you shop? Think about that. Well you go there because of price, convenience, the way you’re treated. I mean, you do that whether you think about it or not. Now, you may not do it with a direct competitor, and that may be something to encourage you to do, or to at least have a friend do, or to at least find someone who’s been there and talk to them, minimum. But you’re doing it now, so get over it. Love it, love it. Now, I wanna read this quote to you, because this is a big one. Vince Lombardi reminds me a lot of you. And I never met the guy, but I read a lot of his stuff. And he has this quote that I thought totally ties into what you’re all about. He says, the quality of a person’s life is in direct proportion to their commitment to excellence, regardless of their chosen field of endeavor. And it seems like in the optometry business, in the sleep center business, in the auto auction business, now with your horses, you have this commitment to excellence. Is there anything else you’d like to say to the thrivers watching this who are, you know, wrestling with this idea of putting a mystery shopper in? Maybe they’re excited, maybe they know they need to do it now. Anything else you want to say as it relates to excellence and implementing a mystery shopper? Well, you only… You know, the famous quote we were talking about earlier, and that is, you don’t get what you expect, you get what you inspect. And, you know, the thing about it is when I walk around my business, everybody knows I’m the owner and they act a certain way. And that’s not the true experience that everybody else that walks around there gets. Every now and then I am amazed and I had an employee one time pull out their phone and was texting a friend. I said, I said, you know, I said, really? You, I can understand. I know you’re going to text when I’m not around and I know the rule says don’t text, but to do it in front of me, that’s just wrong, you know. So the point is I’m trying to make is that as we walk around our businesses, things are a certain way. And when we’re not there, for the old saying, when the cat’s away, the mice will play. And that’s why that mystery shopper or having another set of eyes is so important in helping you keep the quality of what you’re trying to do, the experience that you’re trying to do for your customers. So do it. I mean, I would highly recommend it. Start off with a friend if you want. Start off with someone close to you. Then grow that. Depending on how busy your practice are or your business, I would say once a month is probably as often as you need to do it. But if you want to do it more than that, go for it. You know, I love that commercial about the shipping company that said, we have a special golden goose that we’re shipping everybody and we forgot what box is in. So let’s treat every box as if they have the golden goose in it. All right? And so that’s why I tell my employees, treat every customer as if they’re the mystery shopper. Because you know what? They just might be. That’s amazing. I want to say to anybody watching this, if you look up Dr. Zellner and you look up, if you’re not careful, at first glance, you might say, well, that guy’s a serial entrepreneur. He’s just shotgunning through business, and eventually one will hit. And nothing could be further from the truth. You’ve built the foundation of one successful company, then another one, and another one, and it’s become a certain momentum. But it’s all based upon your commitment to excellence and having great quality control. And I appreciate you being here. And you’ve been a huge mentor in my life and it means the world to me. So thank you so much. You bet Clay. Hey and thanks again for my Thrive bracelet. Yeah, that’s what you do when you’ve got a customer that already likes you. You don’t want to stop. So I wanted to put an extra dollar commitment into our relationship. Keep on thriving. JT, do you know what time it is? Um, 410. It’s TiVo time in Tulsa, Roseland, baby. Tim Tebow is coming to Tulsa, Oklahoma. During the month of Christmas, December 5th and 6th, 2024, Tim Tebow is coming to Tulsa, Oklahoma, and the two-day interactive Thrive Time Show Business Growth Workshop. Yes, folks, put it in your calendar this December, the month of Christmas, December 5th and 6th. Tim Tebow is coming to Tulsa, Oklahoma, and the Thrive Time Show two-day interactive business growth workshop. We’ve been doing business conferences here since 2005. I’ve been hosting business conferences since 2005. What year were you born? 1995. Dude, I’ve been hosting business conferences since you were 10 years old. And a lot of people, you know, have followed Tim Tebow’s football career on the field and off the field. And off the field, the guy’s been just as successful as he has been on the field. Now the big question is, JT, how does he do it? Well, they’re going to have to come and find out because I don’t know. Well, I’m just saying, Tim Tebow is going to teach us how he organizes his day, how he organizes his life, how he’s proactive with his faith, his family, his finances. He’s going to walk us through his mindset that he brings into the gym, into business. It is going to be a blasty blast in Tulsa, Russia. Folks, I’m telling you, if you want to learn branding, you want to learn marketing, you want to learn search engine optimization, you want to learn social media marketing, that’s what we teach at the Thrive Time Show two-day interactive workshop. If you want to learn accounting, you want to learn sales systems, you want to learn how to build a linear workflow, you want to learn how to franchise your business, that is what we teach at the two-day interactive Thrive Time Show business workshop. You know, over the years, we’ve had the opportunity to feature Michael Levine, the PR consultant of choice for Nike, for Prince, for Michael Jackson. The top PR consultant in the history of the planet has spoken at the Thrive Time Show workshops. We’ve had Jill Donovan, the founder of rusticcuff.com, a company that creates apparel worn by celebrities all throughout the world. Jill Donovan, the founder of rusticcuff.com, has spoken at the two-day interactive Thrive Time Show business workshops. We have the guy, we’ve had the man who’s responsible for turning around Harley Davidson, a man by the name of Ken Schmidt. He has spoken at the Thrive Time Show two-day interactive business workshops. Folks, I’m telling you, these events are going to teach you what you need to know to start and grow a successful business. And the way we price the events, the way we do these events, is you can pay $250 for a ticket or whatever price that you can afford Yes, we’ve designed these events to be affordable for you And we want to see you live and in person at the two-day interactive December 5th and 6th thrive time show business workshop everything that you need to succeed will be taught at the two-day interactive thrive time show business workshop December 5th and 6th in Tulsa, Oklahoma. And the way we do these events is we teach for 30 minutes, and then we open it up for a question and answer session, so that wonderful people like you can have your questions answered. Yes, we teach for 30 minutes, and then we open it up for a 15-minute question and answer session. It’s interactive. It’s two days. It’s in Tulsa, Oklahoma. We’ve been doing these events since 2005, and I’m telling you, folks, it’s going to blow your mind. Yes, ladies and gentlemen, the Thrive Time Show 2-Day Interactive Business Workshop is America’s highest rated and most reviewed business workshop. See the thousands of video testimonials from real people just like you who’ve been able to build multi-million dollar companies. Watch those testimonials today at thrivetimeshow.com simply by clicking on the testimonials button right there at thrivetimeshow.com. You’re going to see thousands of people just like you who’ve been able to go from just surviving to thriving. Each and every day we’re going to add more and more speakers to this all-star lineup, but I encourage everybody out there today, get those tickets today. Go to thrivetimeshow.com. Again, that’s thrivetimeshow.com. And some people might be saying, well, how do I do it? I don’t know what I do. How does it work? You just go to thrivetimeshow.com. Let’s go there now. We’re feeling the flow. We’re going to thrivetimeshow.com. Again, you just go to thrivetimeshow.com, you click on the business conferences button, and you click on the request tickets button right there. The way I do our conferences is we tell people it’s $250 to get a ticket, or whatever price that you can afford. And the reason why I do that is I grew up without money. JT, you’re in the process of building a super successful company. Did you start out with a million dollars in the bank account? No, I did not. Nope, did not get any loans, nothing like that. Did not get an inheritance from parents or anything like that. I had to work for it. And I am super grateful I came to a business conference. That’s actually how I met you, met Peter Taunton. I met all these people. So if you’re out there today and you want to come to our workshop, again, you just got to go to thrivetimeshow.com. You might say, well, who’s speaking? We already covered that. You might say, where is it going to be? It’s going to be in Tulsa, Jerusalem, Oklahoma. It says Tulsa, Jerusalem. I’m really trying to rebrand Tulsa as Tulsa Ruslim, sort of like the Jerusalem of America. But if you type in Thrive Time Show and Jinx, you can get a sneak peek or a look at our office facility. This is what it looks like. This is where you’re headed. It’s going to be a blasty blast. You can look inside, see the facility. We’re going to have hundreds of entrepreneurs here. It is going to be packed. Now, for this particular event, folks, the seating is always limited because my facility isn’t a limitless convention center. You’re coming to my actual home office and so it’s going to be packed. Who? You! You’re going to come. I’m talking to you. You can get your tickets right now at ThriveTimeShow.com and again you can name your price. We tell people it’s $250 or whatever price you can afford and we do have some select VIP tickets which gives you an access to meet some of the speakers and those sorts of things and those tickets are $500. It’s a two-day interactive business workshop, over 20 hours of business training. We’re going to give you a copy of my newest book, The Millionaire’s Guide to Becoming Sustainably Rich. You’re going to leave with a workbook. You’re going to leave with everything you need to know to start and grow a super successful company. It’s practical, it’s actionable, and it’s TiVo time right here in Tulsa, Russia. Get those tickets today at Thrivetimeshow.com. Again, that’s Thrivetimeshow.com. Hello, I’m Michael Levine and I’m talking to you right now from the center of Hollywood, California where I have represented over the last 35 years 58 Academy Award winners, 34 Grammy Award winners, 43 New York Times bestsellers. I’ve represented a lot of major stars and I’ve worked with a lot of major companies and I think I’ve learned a few things about What makes them work and what makes them not work now? Why would a man living in Hollywood, California in the beautiful sunny weather of LA? Come to Tulsa because last year I did it and it was damn exciting. Clay Clark has put together an exceptional presentation. Really life-changing and I’m looking forward to seeing you then. I’m Michael Levine. I’ll see you in Tulsa. Thrive Time Show two-day interactive business workshops are the world’s highest rated and most reviewed business workshops because we teach you what you need to know to grow. You can learn the proven 13-point business system that Dr. Zellner and I have used over and over to start and grow successful companies. When we get into the specifics, the specific steps on what you need to do to optimize your website. We’re gonna teach you how to fix your conversion rate. We’re gonna teach you how to do a social media marketing campaign that works. How do you raise capital? How do you get a small business loan? We teach you everything you need to know here during a two day, 15 hour workshop. It’s all here for you. You work every day in your business, but for two days you can escape and work on your business and build these proven systems so now you can have a successful company that will produce both the time freedom and the financial freedom that you deserve. You’re going to leave energized, motivated, but you’re also going to leave empowered. The reason why I built these workshops is because as an entrepreneur I always wish that I had this. And because there wasn’t anything like this, I would go to these motivational seminars, no money down, real estate, Ponzi scheme, get motivated seminars, and they would never teach me anything. It was like you went there and you paid for the big chocolate Easter bunny, but inside of it, it was a hollow nothingness. And I wanted the knowledge, and they’re like, oh, but we’ll teach you the knowledge after our next workshop. The great thing is we have nothing to upsell. At every workshop, we teach you what you need to know. There’s no one in the back of the room trying to sell you some next big get rich quick, walk on hot coals product. It’s literally, we teach you the brass tacks, the specific stuff that you need to know to learn how to start and grow a business. I encourage you to not believe what I’m saying, and I want you to Google the Z66 auto auction. I want you to Google elephant in the room. Look at Robert Zellner and Associates. and associates, look them up and say, are they successful because they’re geniuses or are they successful because they have a proven system? When you do that research, you will discover that the same systems that we use in our own business can be used in your business. Come to Tulsa, book a ticket, and I guarantee you it’s gonna be the best business workshop ever and we’re gonna give you your money back if you don’t love it. We’ve built this facility for you and we’re excited to see you. And now you may be thinking, what does it actually cost to attend an in-person, two-day interactive Thrive Time Show business workshop? Well, good news, the tickets are $250 or whatever price that you can afford. What? Yes, they’re $250 or whatever price you can afford. I grew up without money and I know what it’s like to live without money, so if you’re out there today and you want to attend our in-person, two-day interactive business workshop. All you gotta do is go to Thrivetimeshow.com to request those tickets. And if you can’t afford $250, we have scholarship pricing available to make it affordable for you. I learned at the Academy at King’s Point in New York, octa non verba. Watch what a person does, not what they say. Good morning, good morning, good morning. Harvard Keosokten Rich Dad Radio Show. Today I’m broadcasting from Phoenix, Arizona, not Scottsdale, Arizona. They’re close, but they’re completely different worlds. And I have a special guest today. Definition of intelligence is if you agree with me, you’re intelligent. And so this gentleman is very intelligent. I’ve done this show before also, but very seldom do you find somebody who lines up on all counts. Mr. Clay Clark is a friend of a good friend, Eric Trump. But we’re also talking about money, bricks, and how screwed up the world can get in a few and a half hours. So Clay Clark is a very intelligent man, and there’s so many ways we could take this thing. since you and Eric are close, Trump, what were you saying about what Trump can’t, what Donald, who’s my age, and I can say or cannot say? What was- Well, first of all, I have to honor you, sir. I want to show you what I did to one of your books here. There’s a guy named Jeremy Thorn, who was my boss at the time. I was 19 years old, working at Faith Highway. I had a job at Applebee’s, Target, and DirecTV. And he said, have you read this book, Rich Dad, Poor Dad? And I said, no. And my father, may he rest in peace, he didn’t know these financial principles. So I started reading all of your books and really devouring your books. And I went from being an employee to self-employed to the business owner to the investor. And I owe a lot of that to you. And I just want to take a moment to tell you, thank you so much for allowing me to achieve success. And then I’ll tell you all about Eric Trump. I just want to tell you, thank you, sir, for changing my life. Well, not only that, Clay, you know, thank you, but you’ve become an influencer. You know, more than anything else, you’ve evolved into an influencer where your word has more and more power. So that’s why I congratulate you on becoming, because as you know, there’s a lot of fake influencers out there too, or bad influencers. Yeah. Anyway, I’m glad you and I agree so much, and thanks for reading my books. Yeah. That’s the greatest thrill for me today. Not a thrill, but recognition is when people, young men especially, come up and say, I read your book, changed my life, I’m doing this, I’m doing this, I’m doing this. I learned at the Academy, at King’s Point in New York, acta non verba. Watch what a person does, not what they say. Watch what a person does, not what they say. Whoa!