Clay Clark | Part 2 – The Journey From Buyer To Big Fans With Arthur Greeno

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, and we’ll show you how to get there Kind of in recap, what you’re saying is people can’t, they can’t save their way to success? That’s correct. Absolutely. OK. And I just want to make sure we have a quick recap on that. We need to invest in what people see, what people hear, what people taste, what people smell, what people experience. Right? And how they feel. And how they feel. I also think we talked about who they’re talking to, too, somewhere in there. So these are all the things that we need to invent, whether it’s a muffler shop, or a Chick-fil-A, or any kind of business. This is what needs to happen. These principles can be applied to a landscaping company, to any kind of business, right? They can. OK, awesome. That’s good stuff. So Jeff Bezos, this guy, he’s the founder of Amazon. And he says here, if you do build a great experience, customers will tell each other about that. Word of mouth is very powerful. What kind of action steps are you doing on a daily basis at Chick-fil-A to create that wow on a daily basis? I mean, in order for people to see, let’s get into this. What do people see at Chick-fil-A on a daily basis? What action steps are you doing to make sure people see a great experience there at Chick-fil-A? Well, let’s start on the outside. OK. OK. For me, at our restaurant, we want to make sure that they don’t forget about us when they drive down the road. So we’ll put the cow, the Chick-fil-A cow, the Eat More Chicken cow, out by the road. Cow by road. OK. Check. It’s our job to make sure they don’t forget about us. Right. OK. When they come in the door, they’re going to see smiling faces. They’re going to hear somebody greet them when they walk in the door. Welcome to Chick-fil-A. So when people walk in, they’re going to have a smiling greeter there. Someone that’s, OK. They’re going to, they’ll most likely see balloons. Balloons. Do you almost always have balloons at your Chick-fil-A? Actually, to be honest, we don’t have them all the time. We have a set schedule on when we do balloons and when we do hats and other things. For some reason, I think we’re a terrorist if we get too much helium. Now, you have a ton of people in Chick-fil-A, so your ambiance is different than some places. You know, there’s a lot of people there. But what do you do for here? Do you have certain music you play there, or do you kind of let the ambiance of people talking fill the room? Or what do you do with that? No, we do have music in there. And it’s a very soft music that has no words. OK. And I think that that’s important because when it is quiet in there, then all you’re doing is hearing people chewing. And that’s kind of awkward. So you have some soft music just to fill the room up there. Yeah, absolutely. OK. Now the taste. Obviously, you’re a place that sells chicken. Yeah. So that’s kind of takes care of itself. Absolutely. And even on the taste, if it’s not a craveable product, it’s not worth having. Okay, so a craveable product. What is a craveable product? It’s a product that you walk away going, I need to go back for more. Okay, okay. Now, the smell. What kind of things are you doing to make sure the aroma of the bathroom, the aroma of the business is not gross? Correct. Well, we take steps for that. In our restrooms, we use cleansers that smell good. We use air fresheners in there. And we had to, there was a while there that things weren’t smelling as well as we wanted to. And we had to spend a couple hours investing in, what does our bathroom smell like? Now, this is huge for me because in America, about 3 quarters of businesses are owned by dudes. And we dudes do some weird stuff. Sometimes, I know dudes who play sports and they make it a game to not take a shower for the entire playoffs to win, you know, because they feel like it’s like a superstitious thing. Like, I can win the softball tournament if I can make it through a whole week without showering at the Wisconsin Softball Baseball Classic or guys who play intramural sports at the age of 40 who will say, I wear the same shirt every game because it gives me superpowers and I don’t wash it. And you’re like, what? This is what men do sometimes. So when it comes to smelling nice and air fresheners, I don’t see that in a lot of businesses. I just don’t see it happen. Was there a time where you were like, oh man, I need to encounter, I mean, was there a time where you had an epiphany where you realized some of this stuff mattered? Because it probably wasn’t always common sense, was it? Yeah. No. Chick-fil-A had some expectations on it. But for example, they never went into, what does your bathroom smell like? However, it was we actually, one of the companies that’s based out of Tulsa is Quick Trip. And so I was talking to a friend of mine. We’re talking about their bathrooms and saying how nice their bathrooms always smell. So he followed around this lady that cleaned the bathrooms at Quick Trip and copied everything that she did, brought it back to me, I gave him free chicken for the information, and he shared everything that they did. So it’s really better to be a pirate than a pioneer, and you copied quick trip, one of the top service companies in the Midwest area to learn what they did. Yes, now a lot of things they did, we already did, but we’re looking for what are we missing. Now what else in terms of the experience? What are you doing with the experience? I know I’ve been to Chick-fil-A on Dad Daughter Night, where you have a kind of a dad daughter date night theme. What are some things that, in terms of the experience that Chick-fil-A does on a daily basis to make sure that the experience itself is just overall great? Well, Dan Cathy, the president of Chick-fil-A, one of his things that he talks about is how people come to a restaurant to rest. They want to relax. You don’t want to go into a busy restaurant and have to be fighting with people to get your food. So for example, at our restaurants, if somebody comes up and orders their food and it’s not ready right that second, we’re going to say, if you’d like to have a seat, we’ll bring it to you. And so we’ll get their tray, and we’ll go by, and we’ll put ketchup and mayonnaise and other things on it and take it to them so they can be relaxing and enjoying their time with their family or with their kids or or those other impressionable times I Have found it the rule I could say if you’re with your insurance agent watching this if you’re an orthodontist if you’re a restaurant owner Muffler shop owner, whatever you’re doing you want the person to feel like they’re being treated. They’re being served They’re they’re resting. They’re not having to work for the service. They’re right there. That’s right. Now, the final couple of things here on the who, on the who is actually working there. Talk to me about the who. How do you decide who is the right person for you? I mean, the first impression, the look, and I’m not talking about age. I’m not talking about weight. I’m not talking about, you know, we’re not talking about discriminating because of age or because of weight or whatever. But we’re talking about how do you decide who the right person is to represent your company when they see the customer. Right. Now for us with Chick-fil-A, it’s about who has a heart to serve. And if they have the heart to serve, then everything else kind of falls in line. Heart to serve. Now is there any, just in terms of the visuals, anything that you’re not allowed to have at Chick-fil-A in terms of like whether it be piercings or tattoos, are there any rules that you guys have or don’t have? Yeah, Chick-fil-A has some very strict rules on some of the things. For example, no visible tattoos. What? No, you’re out. You’re not allowed to have, if you’re, you can’t have a nose ring or anything. It’s kind of an ongoing joke at my restaurant is that if it looks like a tackle box exploded in your face, we’re not the place for you. All right, so no tackle box in the face. No hooks. No hooks in the nostrils. Yeah, Chick-fil-A requires that they’re clean shaven. And it doesn’t matter who it is. That’s just one of those, that’s what we expect. Anything else you guys are doing to make them feel a certain way? Is there any, because I know at Chick-fil-A, you always say, I always hear it, to the point where you start to say, it’s my pleasure. If you come out of a kickful of life, they always say it’s my pleasure. Is there anything else that you’re doing to create that feeling? I think it goes back into having the heart to serve. Because if you truly have the heart to serve, one of the things we teach them is, are you looking for opportunities to serve somebody? That could be a mom with a child coming in the door. I’ve run over before to open the door so the mom can get in. You know what? That mom really appreciates that. Or one time, I look over and my employee is upside down in the trash can, digging for somebody’s phone, which ended up not being in there. But other customers were taking pictures of it and posting on Facebook going, the service here is amazing. So because you had somebody willing to inconvenience themself to the point of looking into a trash can to find a phone, or they’re willing to open the door for a customer. What are some other things that your employees have done over the years to help people to demonstrate their desire to serve the customer, in terms of the feel? Right. Well, one of the things is we provide a lot of tools for them to do it. But if a child hurts themselves at the restaurant, we’ll give them a little plush cow to, I mean, not that that happens a whole lot, but we have a playground, so things like that do happen. You know, obviously we have the balloons, and that’s a tool to engage with them. We have fresh ground pepper that we go and give to people if they have a salad or a soup, and we just, we put enough tools in there so that my employees know I can take these tools and use them, and I’m serving the guests, and of course, the guests in turn feel like they’re being served. Now, as I’m going through this, I’m just thinking about in my business how I apply or maybe don’t apply these things. I know we do consulting with a lot of business clients. And in terms of seeing, I like to make sure they have a nice ambiance. They can see examples of clients just like them who’ve had success with their business, front of framed up pictures, that sort of thing. Here, I like to make sure they have the right music playing so it creates the right ambiance. And they walk up the stairs or walk around the building or they’re even outside the building. We have music outside the building. The taste, we have the Keurig coffee machine. We’ve got water available. We’ve got some candies available. The feel, we always want to have my assistant meet them before they get here. The idea is, and we’re not perfect at it. We always try to get perfect, but we’re not quite there. But when they get here, we want to already be there waiting for them to greet them. In terms of the smell, I feel like we could improve our smell. I feel like we could do better. But we, you know, try to make sure the office smells nice, but the bathroom for some reason we just got it. We got to do something about that funk. And then the experience, we want to take care of them when they’re here and, you know, offer the service we’ve promised. And then the who, I try to make sure that my assistant or anybody who works with me dresses sharp. And I know that I can tell you old-school, see, my presentation folder was janky when I was meeting with bride and grooms. I was meeting them at McDonald’s for lunch, trying to convince them to hire us for their wedding entertainment. Here, when we had our first office, I never had background music. It was just crazy awkward. It felt like I was in an elevator with crickets. No music? Yeah, it was awkward every time. I never thought about offering them a beverage. I would just say, hey, I’ll be right back with you. No music. Just awkward. The feel, I never thought about creating the experience. I never thought about the smell. There was always that smell. We had a bunch of dudes working in our office. So that smelled like dude, man law. I mean, the experience, the who. We always seemed like we’d have whoever was the least talented person. I’d be like, well, hey, go on down there and meet that bride. We’ll be there in a minute. And then they would always say crazy things to him. So I think we can all learn a lot by going through this checklist. Absolutely. And I think that one thing that you do as I’ve dealt with you over the years is like when I get done, when I’m communicating with you, I’ll generally get a follow up from your assistant. And she’s always pleasant in the email. And you know emails can’t always be pleasant. But she’s always pleasant and cheerful. And it makes me walk away going, that was really cool. And I think that’s extremely important, is that that customer is walking away going, I felt good about that visit. I want to do it again. Well, here’s the thing here. A lot of business people, and I wrote this down because I want to make sure I asked you. A lot of people, I mean, these conferences will say something like, you know, if I was Disney, if I was Disney, if I was Chick-fil-A, it’d be really easy to offer great customer service because I’d have great resources to pull from. I mean, if I, you know, yet I’ve seen these, I’ve seen franchise owners of big brands. I’ve seen somebody who owns a McDonald’s. I’ve seen, I’ve actually met people that own, I’ve never met someone who owns a Chick-fil-A that hasn’t done this, but I’ve met people who’ve owned other brand names that are well known and very successful, who still struggle to offer a great experience. Why? I think a lot of times, well I think there’s a number of factors in it, but clearly they don’t think it’s important enough. Or it could be that their pride is in the way. You and I have met a number of people that are like, this is the way to get it done, period. And you’re going, but you’re losing money. But this is the way to get it done. But you’re going bankrupt. But this is the way to get it done. It’s like you’re solid in your beliefs. Well, when we met Lee Cockerell, the guy used to run Disney World, executive vice president of Disney World. And we’ve seen him speak, and you and I are both fans of his. He talked about basically that the magic is kind of in that mundane. Every day you check in with your staff, and every day the staff fills out these checklists. And the companies that drift away because it’s boring, they don’t have a lot of success. And there’s a quote here by Giorgio Armani. He’s the Armani suit guy, the fashion designer. Is that a pointless plug so we can get a suit? We’re trying to get suits from this guy. He says, in the end, the customer doesn’t know or care if you are small or large as an organization. She or he only focuses on the garment hanging on the rail in the store. And what he’s saying is it doesn’t matter if you’re a big brand or a small brand, ultimately it’s the experience that you give them that matters. Absolutely. And I think that’s huge. How do you make sure that the product, in this case, the food at Chick-fil-A is awesome every day? What are you doing? Well, just like everything with Chick-fil-A, we have systems in place. For Chick-fil-A, we actually have what we call time cards to make sure that the food isn’t held above a certain point. And I’ll be very honest, it is not easy. Because when you’re busy and you’ve got a lot of chickens flying out the door and a lot of things going on, it’s easy not to do it. But yet, if you don’t do it, and that person happens to get that sandwich that may be too old, then they’re not having a remarkable experience. So you even how many customers do you see Chick-fil-A in a typical month? We deal with about 1,800 per day 1,800 customers a day between yeah six days a week six days a week So it could be said you’re getting close to ten to eleven thousand customers. That’s about right. Yeah Every week yes on six days, okay, and so you have got to have these systems And I just want to make sure I’m showing the folks at home You have got to have these systems. I just want to make sure I’m showing the folks at home. If you want to hire somebody to work for Super Arthur here, just look at this checklist here. Look at the magic of this thing. You talk about systems, I’m showing you some tangibles here. Look at this. We’ve got to get their I-9 form, their W-4 form, their uniform sheet, their on and on and on. Now, is it possible for the average human to remember these things without a checklist? No. Do you have to do it every day? Yes, what about the refrigerator the checklist for this refrigeration? I mean look at the detail that’s going into this and the magic is in those details I mean that that’s where it’s happening. I I don’t know if I have a disorder, but I’m excited by that Alright Arthur We are talking about how to create help create and the Apostle customer here. How to really create that raving fan as you might call it. Now Webster says that an Apostle is any of the early followers of Jesus who carried the Christian message into the world. Now we also talked about the word viral. So we’re trying to create some viral Apostles here. The word viral says quickly and widely spread or popularized, especially person-to-person communication. So if our goal today is to create a viral apostle for our business, someone that goes out there and spreads the word, and really just is zealous and excited about our product and passionate about our service, we aren’t talking about developing a Christian who’s going to spread the word quickly. What we’re talking about here is a viral apostle customer, and referring to a customer who loves the business so much that they become an unpaid and passionate marketer for your company. Can you, in your mind, can you think of two or three customers from over the years that are passionate apostles of your Chick-fil-A? Absolutely. Okay. Now, without, you may want to change your name so we don’t have to get their permission to talk about it, but can you think of just one example, maybe of somebody who’s, what’s the most over the top example of somebody who’s obsessed with a local Chick-fil-A that you’ve seen? Where somebody has become a viral unpaid apostle. Without using names? Yeah, or you can use a name, but we just have to maybe edit it out and change it to Gallowickich. Well, actually, a friend of both of ours. Gallowickich, yeah. He loved Chick-fil-A so much that he made a video about it called See You on Monday, it’s on YouTube. And that thing, I think last time I looked at had 250,000 views and my understanding is that he spent day an entire day shooting this thing yeah he came out on a Sunday and him and Galiwekich and they they videotaped at my restaurant and they did you pay him no did you ask them to make it no they just did it because they like it they called me and said Arthur we want to make a love story song about Chick-fil-A and I said you’re gonna have to let me video or edit it because I get in enough trouble with the home office I don’t need assistance. And I said as long as I get to proof it. And he said okay so he he did the video and and it’s been a success and and I use that when I’m going around when I’m talking about you know apostles. Now I met a guy years ago at a speaking event. I noticed a guy he had a polo on and you can see the edge of a tattoo. You couldn’t see the whole thing, but a little bit. He pulls and he’s got the Harley tattoo. And I’m sure we’ve all seen Harley tattoos. I’ve seen a lot of these things. The kind of people that would put the logo of your company on their body permanently because they’re so into the brand. So some of the brands that I think of that have viral possible customers would be Tom’s Shoes. Yeah, absolutely. People love Tom’s Shoes. Buy one, give one, give one. Apple computers. Think different. Whole Foods. I know people who are into the Whole Foods. My wife is into Whole Foods. Harley. Starbucks. People who carry around the cups and they’ve got the little Starbucks branding on it. Then you have Disney. You have Quick Trip and Chick-fil-A. So in your mind, why are people so viral when it comes to these companies? The Tom’s Shoes, the Apple, the Whole Foods, the Harley, the Starbucks, the Disney, the Quick Trip, the Chick-fil-A. Why are they so passionate? I mean, why are they so passionate about that company? And then there’s many gas stations out there. I’ve seen gas stations that have a lot of stores and nobody’s passionate about that brand. What’s the difference, Arthur? I think the difference is that at some point, those brands have made emotional connection with them. At some point those brands have made emotional connection with them. How? You know it could be anything from like Tom’s shoes. You know if you buy a pair they give a pair. You feel like you’re doing something for someone else. So because of that I bought a pair of shoes there. I feel good about my investment. Again, I’m feeling good about my investment. And I know that that company, what they represent. So you’re saying an emotional connection is key. Absolutely. Let’s go again into Disney then. Why is Disney connected? Why is Disney creating viral apostles? Why are people out there just going crazy about Disney? Well, I think anyone that’s gone to Disney has had that experience that they’re walking away and they’ve made an emotional connection. Have you ever been to Disney? Disney World when I was about 12 or 13. And do you remember it? I do, I do, yeah. And I think that’s the key right there, is that with Disney, so many people have great emotions tied to it that they walk around talking about it for years and years and years. So what you’re saying is that if we can just create a great experience with every transaction, it’ll take off. Absolutely. And honestly, with Thrive, that’s why I’m so excited to have you on the team. That’s one of the things that excites me about you, is that you get that. And as people subscribe and check this out, we don’t want it to be a place where you just learn, but it’s a whole community. It’s a place where you can interact with other Thrivers. And we want to make it where you have an experience and that emotional connection. I think that’s awesome. Now, Steve Jobs once famously said, our belief was that if we kept putting great products in front of customers, they would continue to open their wallets. Have you found that to be true at Chick-fil-A? Absolutely. Okay. Absolutely. There’s people literally that come and eat with me breakfast, lunch, and dinner. Because they love the taste? Not just because they love the taste, because they love the brand. They love the taste, they love the experience, they love… They walk in, my employees know them by name. You know, they will address it. In fact, a lot of times they’ll see them getting out of their car and say, I need a chicken biscuit with cheese and eggs on it. So let’s talk about this. I’m a small business owner, and I’m on a very limited budget. How can I produce a great customer service experience every time? Every time. The first thing is, what are they experiencing when they come in the door? Do they feel welcome? Or do they feel not welcome? Not welcome. One of my hobbies is, of all the weird things that I do, is I take pictures of all the signs that people put up in their restaurants or other places, things that say like, we have the right to refuse service. And I look at that and go, how is the customer going to feel like you want them here when they see that? And so I just don’t get it. And it’s funny is that that sign is put out because there’s one customer a month who’s difficult. They put a sign up saying we can refuse service for that one customer a month. Well the other 400 or 500 customers end up feeling like well, are they trying to refuse our service? I mean it’s interesting how that works. What about the sign that says sorry we’re at lunch? What are your thoughts about that one? The one that’s handwritten? You know this is sorry at lunch? Yeah. What do you think about that one? I think it’s just as ridiculous, almost as ridiculous as when you go into places and they have a permanent now hiring sign mounted on their wall. What does that tell you about that place? So do you, if in your business, you guys, in order to create the great product, I mean you have a detailed checklist every day to make sure that there is always an awesome experience. Describe for me three or four things that you and your team have done routinely to create a great experience. Like what do you do every day? What are three or four things you do every single day to create that awesome experience? Well, there’s clearly the simple things. The simple things like greeting them when they come in the door, telling them to have a good day when they’re leaving, walking their trays out to them, especially if they have young children or they’re what we call VIPs. It’s looking for opportunities, hold the door open, whatever it is. Those are the easy things. Then we have a whole, you know, we have kind of multiple layers of what we’re going to do for them. You know, we constantly talk about look for the opportunities. If they have a child with them and we have balloons, let’s give that child a balloon. If we go out and they’re sitting there and they’re socializing with their friend, we’ll remove the trash from in front of them. We’ll give them a refill of their drink. Your staff is attentive though. It seems like you’re looking for opportunities. When I walk in, you’re looking for an opportunity to serve as opposed to looking for an opportunity to not serve. That’s correct. I guess an example would be, I walked into a gas station about three weeks ago. I was on a road trip. I could not get to a quick trip. So I pull into the gas station, and the guy’s trying to avoid eye contact because he’s on the phone. You know? Yeah. And then like, or you’ll be in line, and it’s obvious he can’t get to you for a while. I went to a gas station just the other day and broke in and out by your place. Not a quick trip. Again, I went out there and I was in there. I had to grab a paper from my dad. I go in there to grab a paper and the guy, there’s three or four customers in front of me, he doesn’t acknowledge that the other customers are in line. He doesn’t say, hey, I’ll be with you in just a second or hey, I’ll be right there. He just continues arguing with his customer about something. It’s just interesting how you guys have that commitment to wowing the customer. Now what types of things does Chick-fil-A corporate do to generate viral apostles? Because corporate, you know, they have high standards at Chick-fil-A. They do. What kind of things does the corporate do to make sure that you guys are wowing customers and not simply just satisfying? Well, one of the things is, when we do our customer service evaluations, they will kind of not pit us against each other But you know they will they will show the stores that are great at what they do Yeah, and so you know and they kind of acknowledge them and praise them and so you’re kind of going I want to be like them. You know what are they doing? Yeah, and so They that’s one of the things that Chick-fil-a does they benchmark like store a This much success store B did this much success or C And they’ll show us the studies that shows mmm store a does this much success and look at their sales. Store D does this much success and look at their sales. There’s a correlation. Let’s say I’m in the Chick-fil-A system and there’s 100 stores. How many Chick-fil-A stores are there? There’s about 1,800 right now. 1,800. Let’s say I’m the worst. How does corporate help me? How do they help you? They would actually come out and work with you and take steps with you to figure out what you need to do. Specifically, the easiest thing is step back and look at your business. Normally, if you’re one of the worst stores, you’re not willing to really look at your business with a set of eyes that says, I want to improve. You’re spending a lot of your time justifying why it is that way. Okay. So, it sounds like corporate, though, has a high level of expectation. Absolutely. And they don’t… What if someone just refuses to do a good job, Arthur? What if I’m just saying, I’m doing a bad job, I know it, and I don’t want to change? Yeah, the reality is that’s when we, again, would promote you to customer status. So the Chick-fil-A corporate brand could promote me to customer status? They could. They could. Okay. So they won’t tolerate mediocrity? No. OK, OK. Now, the reason why I think it’s important is because the people watching this here, 99.7% of all the business owners watching this, maybe you right now, have 10 employees or less in America, according to the Small Business Administration. So if you have 10 employees or less and you don’t have big, bad corporate making you do a good job, you’ve left your own devices, you might do a not great job. So you have to set your own expectation, right? Yeah. Yes, absolutely. And so one of the things I encourage people to is, who is looking at your business? When Chick-fil-A has a great system of inspecting products and inspecting store. I spent some time with the president of Quick Trip. And he was telling me that they go around and Quick Trip is one of those those names you mentioned That they have a mystery shop program where somebody goes around and mystery shops and inspects their stores But this is the cool thing they actually have mystery shop people that inspect their mystery shop people to make sure that the mystery shop people are Making sure they’re following all the standards and I was like, well, that’s just kind of creepy But um, but it works clearly so I’m gonna just write down a couple of these up here because I think we’re helping somebody here and I wanna get these out here. Is one, it seems like that if you wanna make sure you have that, to create that viral apostle, if you wanna wow people, one is you could benchmark against somebody else and say your store versus mine, let’s compare to see how I could get better. The second is it sounds like a mystery shopper is huge. Yeah. And a mystery shopper for anybody who’s not familiar with this, that’s somebody who is paid to shop your store, to write down their feedback, and to report back to you. Right? And then the third area that we haven’t really talked about but that I see a lot of companies doing is they do surveys with their customers. Now I have found that with Quick Trip, I have found with Southwest Airlines and a lot of companies, ultimately this performance is somehow, the performance is tied to bonuses. Correct. So, is that, whoa, what am I writing? I’m writing in Spanish here. Is, in Chick-fil-A, is performance tied to bonus or is there any type of way that the performance and I mean… Well, when we’re talking about the owner-operator experience, the more sales we do as owner-operators, we will make more money. Okay. Okay. But like for me with my team, everything is about that. Everything is performance-based. Okay. It’s all my leadership. Anyone from a team leader, whether they’re a 17-year-old team leader to my upper management, it is all performance-based. OK, so you promote people based on performance. You pay people more based on performance. You don’t pay people based on who you like the most or who’s the. Absolutely. OK, OK. Now, if I’m a landscaper watching this, this is going to be like kind of like rapid fire round with Arthur Greenough, OK? OK. That’s me. Because a lot of landscapers haven’t been able to hire you as a consultant, so here we go, okay? Okay. I’m a landscaper. What can I do to turn my merely satisfied landscaping customers into viral apostles? What can I do? Okay. Well, I would look at, first of all, what is the experience I get when you show up? How are you showing up as a professional person? One of the phrases I love to say is dress how you want to be addressed. JT, do you know what time it is? 410. It’s Tebow time in Tulsa, Oklahoma baby! Tim Tebow is coming to Tulsa, Oklahoma, in the 2-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, in the Thrive Time Show 2-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 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. We’ve had 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 Marlee 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 two-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 have 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 have 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 thrive time show calm again That’s thrive time show calm and some people might be saying well. How do I do it? I’m gonna do it, but it has it work. You just go to thrive time show calm. Let’s go there now We’re feeling the thought we’re going to thrive Can you just go to thrive time show calm 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. You started 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’m super grateful I came to a business conference. That’s actually how I met you, met Peter Taunton, and 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, Russell Oklahoma. It says Tulsa, Russell. I’m really trying to rebrand Tulsa as Tulsa, Russell. I’m 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. Who? You. 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? 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 I’ll see you in Tulsa. need to do to optimize your website. We’re going to teach you how to fix your conversion rate. We’re going to 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. And 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, but I want you to Google the Z66 auto auction. I want you to Google elephant in the room. Look at Robert Zellner 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 going to be the best business workshop ever, and we’re going to give you your money back if you don’t love it. We’ve built this facility for you, and we’re excited to see it. 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 got to 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, acta non verba. Watch what a person does, not what they say. Good morning, good morning, good morning. Harvard Kiyosaki, The 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. And so 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 hour. So Clay Clark is a very intelligent man and there’s so many ways we could take this thing, but I thought since you and Eric are close, Trump, what were you saying about what Trump can’t, what Donald, who is my age, and I can say or cannot say. What’s the- Well, first of all, I have to honor you, sir. I wanna show you what I did to one of your books here. There’s a guy named Jeremy Thorne, 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 I’ll tell you all about Eric Trump I just want to tell you thank you sir for changing my life. Well, don’t let that play, 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. So 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, Kings Point in New York, acta non verba, watch what a person does, not what they say. not what they say. Whoa!