Entrepreneur | Costumer Service Excellence

Audio Transcription

Get ready to enter the Thrivetime Show! We started from the bottom, now we’re here. We started from the bottom and we’ll show you how to get here. We started from the bottom, now we’re here. We started from the bottom, now we’re here. We started from the bottom, now we’re on the top. Teaching you the systems to hear what we got. Cullen Dixon’s on the hooks, I’ve written the books. He’s bringing some wisdom and the good looks. As a father of five, that’s where I’mma dive. So if you see my wife and kids, please tell them hi. It’s C and Z up on your radio. And now, 3, 2, 1, here we go. We started from the bottom, now we’re here. We started from the bottom, and that’s what we’re about to do. All right, Tulsa, green country, welcome back to the Thrive Time Show on your radio, where we teach you how to start and grow a successful business from inside the beautiful box that rocks, which is located on the left coast of the Arkansas River inside the beautiful Thrive15.com world headquarters and in this majestic place we call Oklahoma. Oklahomies, and inside the box that rocks today, we have one reason to celebrate. No, no, no, no. We have two reasons to celebrate. We have two Zellners inside the same box at the same time. Dr. Zellner, how is it possible? I don’t know. Well, odds are if you gather up one random dude in Tulsa, odds are it’s probably going to be one of my brothers. I’ve got a lot of these people come up to me all the time and say, hey, I met your brother. And I just look at them like, okay, that doesn’t narrow the field very much. Yeah, yeah. Which breed? Which group? Yeah, which one? What kind of association is it then? But you know what today today’s Friday the 13th Yeah, and good thing we’re not superstitious because I’m just a little stitious. I love that line off. Oh, oh so funny Oh a little weird a little scary It’s still happy new year everybody Friday the 13th, but you know what it can be your lucky day because in one week, one week from today, is a life-changing experience that you can do. Yes, you can do it. Now, it’s up to you whether you will do it. And what am I talking about? Clay, what on earth am I talking about? We have six dudes. You came in today. You came in today. I said, hey, there’s guys in the room there. We have six great Tulsans who are coming to the Thrive Time workshops. They came here today to get all registered, get all signed up. What is it? It’s a two-day interactive workshop. It’s 15 hours of power. And let me tell you how it’s different than any other conference or seminar or business workshop you’ve ever been to. Typically, there’s one guy, he’s on the mic, he’s rocking that mic. One guy on the mic, he’s going, hey, everybody. They’re bouncing beach balls. There’s a lot of music playing. And there’s some random politician who used to be in office about a decade ago. Yeah, yeah. He’s working the crowd. Maybe you’re Giuliani or a Bush of some kind, a George Bush. And then there’s some guy who gets up to speak and he’s going to teach you the 77 moves to becoming a real estate millionaire. And he’ll teach you 62 of those, but to get the final 15, you’ve got to sign up at the back of the room. There’s a back of the room stamp. Oh, I hate that. And he’s only taking 14. I feel so dirty when that happens. He’s only taking 14. Yeah. And what do you know, there’s a crowd of 600 and he’s only taken 14. The first. But you have to see if you qualify. So you’ve got to come on down and fill out this paperwork now and see if you qualify for the system. That’s not what we do. We have no upsell guarantee. No upsell guarantee. No coal walking, fire walking either. None of that. And Thrivers, check it out. You can check it out. Go to Thrivetimeshow.com. Thrivetimeshow.com. This is how we’re different than the other workshops. You go there, you click on it, and you’re going to see real business owners, real estate professionals, doctors, attorneys, talking about their business and the things they’ve learned over the years. And once you learn it, it’s up to you to apply it. And we have a scholarship. So if you can’t afford it, now you can. So just go to Thrivetimeshow.com. What do I do? Go to Thrivetimeshow.com. I know somebody who should do this, but they’re not here. Go tell them. Send them a text. Thrivetimeshow.com. Sign up. Check it out. I’ll tell you one more thing you should do. Go to Facebook Live and you’re going to look right now at just beauty. It’s masculine greatness. It’s Philip Zellner inside the box that rocks. Philip, how are you doing, my friend? I don’t know if I could be better than I am, honestly, right now. I’m going to ask you some questions. Some people say, what do you do? They’ve heard about this A to Z medical thing. What is this business? Board certified physicians? What do you guys do over there? Well, we have Zellner Medical Group. It’s medical stuff, so it’s not the most exciting. We’re not talking about roller coasters over here. Zellner Medical Group. I’m going to repeat it one more time. Zellner Medical Group. Walk me through it. What do you do? Okay, that’s a great question. My mother called me. Actually, Robert’s mother called me today and asked me this question. It’s the same lady. So Dr. Zellner’s mother called me today and asked me this morning actually, what do we do over there? And I said that’s a very good question. So what we do is we are a medical clinic in which specializes in two areas. Family medicine and sleep medicine. Family medicine and sleep medicine. Exactly. And I’ve tried to verify this because I knew I was coming on the show today and I have been trying to exhaust all my resources to make sure my facts were correct. Facts are correct. Facts. I hope I’m correct when I say this. We are the only, this is important actually, we’re the only sleep clinic, so an actual place where you go to see a doctor, which has board certified sleep physicians and a board certified sleep dentist. Holy cow! Wow! What does that mean? I’m bored as sort of a sleep dentist. I know. What does that mean? Well, while you’re asleep I think it works on your teeth or something. I don’t know. There’s a lot of wonderful dentists in town that do a fantastic job of treating sleep apnea with the airway. When we talk about sleep apnea, it’s an obstructive sleep apnea. It’s an airway issue. You can’t breathe at night. That’s correct. So you’re sleeping and all of a sudden you can’t breathe. You can’t get the air you need, so now you wake up. So how do we resolve that? How do you do it? Do you wear a Darth Vader mask? Is that what has to happen? Do you have to transform into Darth Vader? You have a couple of options. You can either find treatment or just not sleep. Yeah. Okay. Let me walk up to Steve. It’s very easy. Wait, wait, wait. Here’s the question that I have that just fired off in my slow-moving mind. If I’m married to somebody and they can’t sleep, it’s probably a bigger issue for me than for them. They’re waking up all the time, right? And I’m like, go to bed! Go back to sleep! It’s funny. I was literally in a lunch yesterday and when you have a problem, when you have a patient or a person that has a sleep disorder, there’s a number of lists of things that could be an issue. High blood pressure, diabetes, poor haircuts, poor haircuts, silliness. And one of them is actually marital discourse. So it’s actually like literally in some medical journals it says that. Oh, okay. Okay. So that’s, that’s the deal. Now, Travis, we’re talking today about, we’re talking today about customer service excellence and the reason why we have these two gentlemen on here on the show today, there’s a couple of reasons. One, Dr. Z and I, we obviously co-host the show together, but I’m going to tell you this. When you grow a business, so many people, this is what they say, they say, you know what, the business is so big they no longer care about people. Or those businesses are getting so big, the small guys always say that. But then once you become the big guy, you realize that in order to be the big guy, you’ve got to make a certain proportion of your customers happy or you won’t have any more business. And so you kind of find yourself going from the sales game into almost a customer service game. There’s a transition that occurs. At first you’re just trying to sell anything. Absolutely. Right. But now you’re just, but now that you’re the big guy, you’ve got to maintain that customer service. And so we’re going to get into the three moves. There’s a lot of sub moves in today’s training. But the three moves to make systematic customer service excellent. You’re listening to the Thrive Time Show, presented by EW Scripts. All right, this first concept, someone needs to write down, probably not you the listener, probably somebody else, but you need to write this down. It’s called the Net Promoter Score. Wait a second, whoa, whoa, whoa, whoa, whoa. Before we get into all these three moves, you know, it’s lunchtime. I’m hungry. I’m hungry. Where are we going to go to lunch? Well, first off, we’re going to go over to Oklahoma Joe’s, and what we’re going to do is we’re going to walk in and they’re going to say, do you want this to go or do you want to eat it here? I’m going to say, can you guys deliver? And I hear they maybe could do some catering. Then I’m going to say, I have a very important meeting to go to at Regent Bank. So what I would like to do is I’d like to order it now. You can just take it now. No, no. I want you to deliver it. And 10 of my buddies, my Oklahoma-homies, we’re going to be having lunch at Regent Bank in the lobby because we’re multitasking. We’re productive entrepreneurs. We’re going to be listening to the Thrive Time Show, having Oklahoma Joe’s baked beans, and we’re going to have a little bit of Regent Bank, we’re doing some paperwork right there. It’s all one magical cornucopia of goodness. That’s what I’m going to be doing this afternoon. Well, can we get the meat candy, the burnt ends? I mean, is that possible? Talk to me about what the burnt ends are, because there’s many people like, you know, Philip, do you know about the burnt ends? Well, I’m one of seven, so I’ve been in trouble before and had a burnt in before. Oh no no no no no. Ha ha ha clever young man. That’s not the burnt in we’re talking about. Are you ready for more of that Dr. Fletcher? Phillip’s gonna bring it. He’s number six in the birth order. I’m number two. He’s the witty one. So he’s. No that means I raised him is what that means. Survival of the fittest. Yes exactly. That’s what that means. Yes exactly. Here’s what burnt ends means Joe Davidson. He’s a wonderful American human being by the way, he sold two million Smokers the profundity of that moment makes me cry a lot if you line those smoke if you lined up two million smokers it would reach from here to Someplace further than here. I’m sure okay if you lined up two million smokers. That’s a lot of nicotine Depends on what we’re asking. So what happens is that he figured out that when people ate the barbecue, they liked that little burnt part of the piece of meat. And so he said, hmm, what can I make with every little bite of that burnt part of the meat? And he figured it out because Joe Davidson is a clever, clever Oklahomian. He’s not messing around. That guy is, he’s like the professor of barbecue. Yeah, he’s like a doctor of meat. He’s a serious guy when it comes to cooking. As an optometrist, have you met any meat doctors? No, I have. His name is Joe Davidson. So he figured out how to make this. So you go in and get the burnings. That’s the move. And I’ve said it before, and I’ll say it again. You’re welcome, because you’re going to go, hmm, that’s meat candy. I know. I know. Just enjoy it. Chew slowly. Chew slowly. Let it happen. Let it happen. Let it flow. And then just pound that with some baked beans. Pound the baked beans. Go slow with the meat, but pound the baked beans. And you know what? Clay, once again, will give out… Clay, tell me about your baked bean challenge. I have a baked bean challenge. It’s going really well. So far, we’ve had three different people who have taken me up on this offer because a lot of people say, is this a real thing? Am I running around just doing a random… You know, am I doing some sort of random search for various items and you aren’t going to deliver. No, I’m being serious. I guarantee you this. Here’s the deal. If you go to Oklahoma Joe’s today and you order the world’s best baked beans, you go in there and say, I want the best baked beans. I want your baked beans. Try it. Try the baked beans. Then drive over here to the thrive15.com world headquarters in a beautiful Jinx, America, next to the Flying Tee Golf Center and enter our building. Come into the dojo of mojo, come into the thrive15.com 20,000 square foot facility, come in here and tell me one, you can say, give me a review, are they in fact the world’s best baked beans? Because if they are, I’m going to give you a high five and a copy of my book Thrive. And if they’re not, I’m going to give you a copy of my book and I’m going to call you a liar. No, you can’t call them Thrivers, you can’t call them Clay. I will look you in the eye and my inner dialogue will say, what is wrong with you? No, you look at them and you say, you know what, we have a difference of opinion. That’s what I’m going to do. That’s what I’m going to do. That’s what I’m going to start to do right now. All right. Now that we’ve taken care of lunch, now we can get into our three super moves that we’re going to unpack on today’s show and teach you guys about customer service excellence. Clay, take it away. Well, as a former business speaker guy, here’s kind of the game You get a call from someone her name is usually Pam She looks like Pam from The Office or a Margie something Pam or Margie And she she calls us I am looking to book a speaker for Chevron or Hewlett-Packard Could you come and speak and so you go out to this event? There’s people like Joe Montana who are the keynotes and then there’s me on like page 7 of the brochure, okay? Oh, yeah But there’s some big names there you go there and you get the chance to watch some really great speakers. And one thing you’ll notice at speaking events for the big companies is they all obsess about this concept of the net promoter score. It’s a big deal. If you Google it right now, just type in net promoter score in Harvard and you’ll see it’s called the number, it’s called the one number you need to grow. And what it is, is it’s a relationship. It’s kind of saying how likely is your customer to refer you to someone else? So you ask a customer on a scale of one to 10, how likely are you to refer me to somebody else? And the percentage of people that rate you in that nine and ten scale is called the net promoter score. And that’s the likelihood that your business will grow through word of mouth. And so you think about companies that have a high net promoter score. I want you Thrivers just to think about them because we’ve got to head into the break. Get out a sheet of paper and write down the companies that you can think of that you go, okay, I bet you they have a high net promoter score. And we get back, we’re going to kind of unpack the companies with the highest net promoter scores on the planet and what we feel like they’re doing well as consumers. Then we’re going to kind of break it down and teach you how you can apply that. So it’s going to be exciting. We’re going to break it down. Who has the hottest, the best, and the highest net promoter score in the world? I can hardly wait. It’s going to be a great show. It’s Friday weekends here. It’s gonna be awesome. Come back. Here’s the deal, okay? I think we’re gonna sell a ton of cupcakes. Why? Because cupcakes are hot right now and because we have a great name. Cousins Cupcakes. Boom. We’re going to the top all the way. Now in order to get to the top we’re gonna have to come up with an amazing business model. I came up with something that I think is going to blow your mind. I can’t wait to see it. Can I show you? Please do. Can I show you? Okay. Ladies and gentlemen, I’d like to introduce to you for the first time, the Cousins Cupcakes business model, Shelly. ♪♪ For goodness sake, come to Cousins Cupcakes. What is this? What is this? What are you doing? Last week you said we needed a business model. Not a business model. Well what then? I’m talking about a business model. Oh. Come on man. Live, local, now. You’re listening to the Thrive Time Show on Talk Radio 1170. All right, Thrive Nation, welcome back into the conversation. We’re talking about customer service excellence with Dr. Robert Zellner and myself, Clay Clark, the former SBA Entrepreneur of the Year. And guess who is here? It’s me, Clay Clark. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. I’m a former SBA Entrepreneur of the Year. And guess who is here? We have Dr. Z’s brother inside the box that rocks. It’s Philip Zellner. Philip, how are you doing, my friend? I’m awesome. Well, you look awesome. Thank you. If you’re on Facebook Live, you’re going to appreciate your awesomeness. I’m feeling it. Now, let me ask you this here. You now are, you’re running the ship over there at Zellner Medical Group. Yes. For anybody who goes, what is Zellner Medical Group? What do you do? What is the thing you do, my friend? Okay, so we do a lot. So Dr. Z and I, our business partners in a lot of different businesses, one of them is Zellner Medical Group, which is a medical clinic in which specializes for this specific conversation in sleep medicine. And we were just talking about how long someone spends in slumber. Yeah, how long? We’re talking off air, but how long does somebody sleep per day? If you’re listening right now, how long do you sleep per day? Well, I mean, it’s a third of one’s life, so it’s a pretty important section, unless you’re Tom Brady we’re talking about off air. So Tom Brady sleeps a little bit more than that. Yeah, Tom Brady, apparently, you know, he’s 39. He’s trying to maintain his edge. And so he’s got a whole different, like, sleep and rest regimen, a certain diet plan he’s on. But for most of us, we’re sleeping a third of our life. Yeah, absolutely. And no disrespect to Mr. Brady, but we probably don’t have nannies waking up and making the kids breakfast, in which Clay and I probably do that on a regular basis. Right, right. That’s probably not the average. Are you guys nannies? Oh, you guys are nannies? We are nannies, basically. I have two young daughters. Clay has 87 children. Yes, we do. We do. This is just an official. We have five, but once you get past four, the numbers, it really doesn’t matter. It’s a township. It’s zone defense. Now, here’s the deal, Thrivers. If you’re listening right now and you’re struggling to get that sleep you need, you’re struggling to get that rest you need, or you’re married to somebody and every morning they wake up and they’re looking like the emperor. You know the emperor? The kind of scary guy who made Darth Vader afraid? Yes. They’re just like, get out, get naughty. You probably need to see you guys. The wonderful thing about sleep medicine in general is it’s very treatable. There’s a lot of things in medicine, and we all, Dr. Z and myself and a couple of other brothers work in medicine, and there’s a lot of parts of medicine in which you can get treatment and you may not necessarily feel significantly better. In sleep medicine, if you treat it, which is very treatable, which is great news, you feel so much better. I’ll tell you what, I’m not just saying a Z. I am feeling good today to be talking about customer service excellence. Ha! Ha! I’m feeling good. It’s Friday the 13th. You’re on your lunch break. You’re listening to the Thrive Time Show. We appreciate it. And you know, Clay, we’ve been rated the number one business talk show in Tulsa, Oklahoma. There’s many people that have told us this, specifically the station, which broadcasts this beautiful show all across this wonderful planet. The good friends at Scripps Radio, who also own HGTV, Travel Channel. You know what else they… We have been illustrious ratings. We’ve received some of the top tier ratings in Tulsa. You know what else they told me though? So when would they tell you? Well, he followed up with that we were the only business talk show in Tulsa. I don’t know. It took the fun out of the whole thing. I’m feeling good and then it’s just like everything is… I know. It’s kind of like being the best NFL team there is and there’s only one team in the league. Oh. I tell you what, you’re not going to win the Super Bowl every single year. I’m not going to let you take me down. I’m not going to let you take me down. And by the way, who’s winning the Super Bowl this year? I know we’re in sports. We’re not at sports talk. I know that. Patriots. I knew you were going to say the Patriots. Let me be more clear. Bill Belichick is going to win the Super Bowl. Bill Belichick. He doesn’t even need the players. I don’t even know why they have him on salary. I have a funny, funny Patriots story for you that hopefully you enjoy. I shouldn’t have brought it up. I shouldn’t have brought it up. The Patriots. You know, customer service excellence, which is what we’re talking about right now. The Patriots on Patriots.com, they have their own podcast for nerds like me, where you get really into the detail. So Tom Brady gets hurt, right? So now his backup’s playing. The backup gets hurt. Now they got the backup’s backup in there. And like some of their star players are gone. Gronk’s out. And so the podcaster obviously is being a little bit dramatic about it. But he goes, well, in today’s game, the Patriots are sending out Belichick, Brissett, Brisket, I don’t know who he is, but he’s on the team. We think… Broadcasting from the center of the universe, you’re listening to the Thrive Time Show. And he’s like, we’re going to send out some random quarterbacks or random receivers, I don’t know, they’re probably all fourth and fifth routers, and basically I feel like we’re going to win. And the announcer is like, and the other guy is like, what? And he goes, it doesn’t make sense, but it’s Belichick versus the NFL, and he’s just, it’s the sweatshirt, he just can’t be stopped it’s just magical for those of you watching on Facebook live you will notice that clay finally finally I mean every all the early shows if you go back and watch him he’s wearing a little suit and tie your suit and tie suit and tie suit and tie so now I’ve just shamed him I don’t know if shame is the right word but I’ve encouraged him to be himself to be clay to let the real Clay come out. The beatings continued until morale improved. Very pirate scene here. Very pirate scene. Simple formula. We’ve got facts and a parrot, yeah. And now he’s wearing a Thrive sweatshirt that’s in the, you would call it in the style of the Patriots. Well, here’s what I did. Here’s what I did is I teamed up with our designers and I’m turning the Honey Badger, which is our mascot. Which is our mascot, which is a big deal because honey badgers are awesome. These animals are tenacious. Tenacious. And I’m turning it into an embroidered logo with the same color scheme as the Patriots. On the left side here it says freedom and discipline. Because you can’t have freedom without being disciplined and getting your stuff done. And then over here it says drop the mic 2017 which is kind of an ode to Z here. So the idea is that you know you drop the mic you get it. So the problem is they ordered the first patch and the embroidery was not good. Yeah, and so now we’ve gotten now we’ve gotten serious We’ve teamed up with the guys who are making the NFL’s uniforms and stuff. It’s coming in Yeah, any day now it should be in here the embroidered hats hot sauce, but the story gets better So he ordered some for me and on Facebook live. He’s gonna cut off the sleeves Yeah, we’re gonna cut him off cuz I’m like Belichick and he’s like my Tom Brady That’s kind of our that’s kind of our dynamic duo. It is a dynamic and I’ll tell you this, Thrivers, you’re listening right now, everybody needs a Bill Belichick. You need someone to coach you, to mentor you, to teach you what you don’t know. Everybody needs that. Well, how can I? You know what? Business coaches are very, very, very expensive. How can I afford that? I’m just starting off. I just want to start my business. I mean, business coaching can be five, six, $7,000 a month, Clay. What’s another choice? Is there another option out there? Help me. I talked to a young man today, he lives in Tulsa, and he actually has a friend of his name, Curtis, who lives up about four states north here, kind of near Iowa. And the guy, he says to him, he says, we signed up for Thrive, we were kind of in a bad spot, and we signed up for, you can choose your own price, because of the scholarship. So he signed up for like five bucks a month or something. It’s supposed to be $19 a month. And by the way, if you pay a whopping $19 a month, we give a free subscription to a member of the military. But he was in a bad spot. Yeah, 5 bucks a military. So he said, I’m learning some of the moves and I realized, this is worth so much more than the $5. So my wife and I, we went ahead and both got accounts. We’ve upped it to $19 a month and we told our friend about it. You hear that all the time. Or if you want the one-on-one coaching, we have that. The problem is it’s a limited availability. We don’t have 4,000 coaches that can coach 4 million people. So it’s kind of more of a limited thing. Go to thrivetimeshow.com and just go in the top right for business coach. If we’re not available now, maybe we will be in a month or two, you can check that out. We just don’t have enough to keep up. But then we have these in-person workshops, which I’m so excited because it allows us to really… Oh, why wait for today? Yeah. So you go to thrivetimeshow.com to learn about that, thrivetimeshow.com. Now Z, we’re about ready to get it on like Mills Lane, the famous boxing announcer. We’re about ready to get into this customer service game. And before we went to the break, I mentioned to the Thrivers, I said, make a list of the companies that you feel like have the highest net promoter score. Meaning on a scale of one to ten, they surveyed their customers, and they had the most likelihood, their customers had the highest likelihood that they would refer them to somebody else. And we come back, we’re going to unpack that super list of who has the highest customer service ratings on the planet. Thrivetimeshow.com. Thrivetimeshow.com. All right Thrive Nation and Oklahoma, welcome back to the Thrive Time Show, your daily audio dojo of mojo, where you go after you have been to Oklahoma Joe’s. You see, you’ve been over there eating those baked beans, having those burnt ends, and you’re going, where is that show that I can always depend on? Where’s that show? Here it is. I found it. 1170. Set that dial. Set the memory. Set that dial. You go, hey, I have a job. I only get to hear half the shows. So what you do is you go, I want to hear the rest of the show, but where can I find these? That’s a good question. You go to thrivetimeshow.com, thrivetimeshow.com, and there you can find all the archived episodes. Now, Dr. Z, we are honored today to have a guest on the show. Your brother, your brother, it’s Mr. Phillip Zellner on the show. Phillip, how you doing, man? I couldn’t be better. I’m great. And I just want your listeners to know that my name is Phillip with one L. I’m very particular about this. I tell them at Starbucks, if they put two L’s in there, I get really, really fussy. I’m frustrated that some people have mentally pictured two L’s. That’s where I’m at. In the Bible it’s one L. I don’t understand where it went wrong. You know what? There’s so many things in life that you just see that train and it’s no longer on the track and you say to yourself, how do we get it back? This is like what happened to the economy in Greece. This is what happened. Pretty soon they’re using two L’s. Next thing you know, their government spending is out of control. And unbelievable. Since inventing democracy, Greek has been sliding. This is what happened. Now, Thrivers, we’re talking about who has the top net promoter scores in the world. Okay, here we go. We’re talking about customer service, how to make the world’s best customer service experience, and the net promoter score is how you measure it. So you go, by what measure? The net promoter score determines how likely customers are to refer you to their family and friends. By the way, it’s the number one number that indicates your growth rate. So here we go. Number one, the highest net promoter score on the planet, on the planet, this is consistently now, you know, year one, year two, it goes up and down a little bit, but it’s USAA for insurance. Oh, I’m proud to be an American. Now let’s ask you this. Let me ask you this. I want to start with you, Phillip. I want to start with you, Phillip. Okay, I’m not trying to throw anybody under the bus or blindside anybody with these questions. What about USAA in your mind makes their customers love them? I think that they’ve done an incredibly efficient and wonderful job at marketing to a certain demographic of people either that A, are in the military or B, that love the military, which is the majority of Americans. So they have an extremely excellent marketing market. I work with Farmers Insurance all the time. Farmers insurance. Kirk Fryer. Farmers insurance. Three nine two four thousand three nine two four thousand. Work with farmers and here’s the deal with farmers. Farmers insurance. When they go against USA they call and they say hey Dr. Z who are you insured with. For what kind of insurance policy. For your moment on who are you insured with. I think State Farm. Now if they say State Farm, they know, here’s the deal, that’s a good company, we have a chance. But if it’s USAA, the loyalty there is so entrenched, boy they’ve done a good job. It’s just like, even their logo looks like it’s part of the military. You want to salute it. You want to just salute that eagle. I think I’m going to get that tattooed on my arm. I’m so excited about it. So here’s the thing, Thrivers, they know their niche and they scratch it. But you know what, it’s kind of weird, I mean, because that’s one of the things that we’ve struggled with, young entrepreneurs, that is people starting their business and starting to grow out, because we’re always like, who’s your most likely buyer, right? Everybody on the planet, bro. I’m more like, to be real, just people with a pulse, you know what I’m saying? Well, that’s what I’m saying, it’s crazy to say. You know what I’m going to do? If they’re not in the military or they had a parent in the military, I’m not going to let them buy my stuff. That’s borderline crazy. It seems a little crazy, but it’s actually not crazy. It’s kind of a move. So it’s absolutely not as crazy as people think. But the thing is, if you don’t have a specific niche focus, you’re not going to have any success. Now the next move, Thrivers, is the next company that ranks with the highest, or the highest for net promoter scores where the next highest ranking is Broadcasting from the center of the universe you’re listening to the Thrive Time Show. It’s Costco Just got one of those in Tulsa it’s actually in Bixby, but we just got our first one in the in the region Do you like Costco? I’ve never stepped inside of Costco to be honest with you I’ve never I’ve never been in there, but I have my people go there and buy stuff from there and bring it to my different businesses so I guess I have an account. I spend money there, but personally, me personally, I’ve never stepped inside a Costco. Phillip, have you ever been inside the Costco here? I have in Los Angeles with your brother Edward. Oh, and what’s the deal? What do you like about it? What do people like about it? It was a free ride and I think they were sampling some lasagna on aisle four. That’s why I was there. Okay, well I’m going to go through the checklist of why a lot of companies… I was hungry, Cliff. I’m sorry, don’t judge me. No, I’m going to go through the checklist because if you’re listening right now and you love Costco, you can weave in some of their moves into your own business. So I’m going to go through the checklist here, okay? Okay, here we go. One, it’s advertising that fits their demographic. Maybe that’s the deal. Two, an experience. I wouldn’t say the samples are an experience. The samples deal. Absolutely, sure. The site. Are there visuals in Costco that make you go, I want to go to Costco. Sound. Is there a band playing at Costco? I don’t know. Smell. Okay. And then samples. Okay. Samples. Now let’s go through another one. This is a hot one. Apple. People at Apple are in the net promoter score. They have a very high net promoter score, which means that people who go to Apple are likely to tell their friends. People keep the freaking box for crying out loud. They buy a box to an iPad, right? They get a box for Christmas or something. They don’t even own that iPad. That was four Christmases ago, but you still have the box. Because you put it in the drawer with all of your, like your VCR handbook with your, like your cassette, your new boom box, you know, work, you know, book on how to do your work, your boom box. I mean, you know, with random keys, I mean, Don’t people surprise those boxes? Philip, do you keep little boxes of your Apple stuff? The boxes I’m not sure about. However, they include a bumper sticker on all their stuff. And I’ve been in traffic, we’ve all been in traffic right before, and there’s bumper stickers on every hybrid. I’m going to quote Steve Jobs. I’ve got them on every Prius. I’m going to quote Steve Jobs, and you can Google this to verify this is a true statement, but I’m just going to have to edit a little bit. Google, what’s that? This is what he says. Steve Jobs was yelling at his graphic design team and all of his designers and all the people who were building this product. He’s furious. He goes, I want to make the buttons so awesome that you want to lick the buttons. Then the guy goes, what? And he goes, and there has to be one button. He’s just furious about it. I mean, seriously, if you look at the iPhone, there’s a button. I’ve had these exact discussions with my wife before. Really? Yes. Okay. He’s just furious about this thing. And Steve Jobs, he said, you want it to look good, be intuitive. I want toddlers to be able to use it. Think about how difficult technology was to use before the intuitiveness of the Apple products. I mean, you give your iPhone or an iPad to a five-year-old, seven-year-old, they can figure that mess out. We used to sit there, and you mentioned VCRs. Our VCRs would flash noon for a decade. It never… Which makes you sleepy for a nap. The time consortium just freezes in the Clark compound. It’s always noon at the Clark house. You’re getting tired. It feels like it’s getting late. No, just noon. I mean, it’s just flashing. Here’s one more I want to get into. One more. Southwest Airlines. High net promoter score. What is it, Z? Is it the advertising? Is it the advertising? No, I know what it is. If you want to know the truth, give it to me. It’s the peanuts. It is. The peanuts. And secretly, if you have a frequent flyer, they actually let you smoke in the bathroom. That’s not true. No one knows that. No one knows. That’s not a thing. It’s a hidden secret. That’s not a thing. Not a thing. They actually let you smoke in the bathroom. So just let you know. Just throw it in the garbage. You can smoke anything you want in the bathroom. I don’t think that’s a thing. That’s actually true. I really don’t think that’s a thing. Is that why we’re here? United you can’t, American you can’t. The show’s being censored. I don’t think that’s really a thing. Oh, there we go. Alright, now as we come back, we’re going to get this train back on the rails here. And we’re going to be talking about specifically here, we’re going to be talking about specifically how to create an experience, how to specifically make a great customer service experience. In our prayer And say what we are Forever more Hey, what are you doing? I’m just cleaning the bathroom. Looks good. Let’s go to lunch. All right. You’re listening to the Thrive Time Show on Club Radio 1170. One, two, two into the three, we’re on the microphone with a man named Z. Z, how are you doing, Dr. Zellner? I’m doing fantastic. It’s Friday the 13th, which, you know, some people get a little squirrely about. Yes, some people just get weird. I mean, they get a little squirrely about Friday the 13th, and you know, I go, hey, it’s a Friday. Yeah for me it just makes things more bromantic. Oh yeah, it’s Friday, the weekend’s coming, it’s lunchtime. Oh yeah. You’ve only got a half the day left. Half the day left. You’ve got your Oklahoma Joe’s, big scenes, you’re listening to the show. I’m going to feather my hair. You might be sitting in a truck stop parking lot and you’re just going hey, it’s a good day. Hey, you got to be careful, by the way, if you start talking to people like that at a truck stop. Well, no, I’m just saying, be careful. Be careful, Thrivers. You can’t fight it, Clay. You can’t fight it. Don’t fight. Don’t fight nature. Don’t fight the sun, man. All right, so here’s the deal, Thrivers. We’re talking about how to make a great customer service experience. We talked about the net promoter score. What does that mean? It’s the likelihood that someone’s going to refer you to a family or friend We talked about some of the top companies on the planet that have the highest net promoter scores But we want to focus on Southwest for a second and what makes their net promoter score their net promoter score so high You know what’s what’s great about the show though is that we’re sitting talking about customer service We’re talking about that net promoter score, and it’s now every hits is so crazy It’s like every time I go into a store every time you go into a store. And I do a transaction. You do a transaction. And they give me an email which I’m like, I’m going to be on their list now. But across the board, I get that email from them that says, how likely are you to send your friends into us? Because everybody’s wanting to know what their net promoter score is. And so we’ve unpacked a few that have the highest out there. And now we’re going to say, why? Why? Here’s the deal. Southwest Airlines, okay, I’m going through the checklist. Southwest Airlines, let’s go through this checklist. One, their advertising is consistently funny. Funny. It’s funny. Yeah, and when you get on the plane, Philip was just talking on the break, my little baby brother here, they were talking on the plane, every time you get on, every time they do the announcements, I laugh. So checklist item number two is the experience you’re saying it’s funny Phil. It’s so funny It’s like we were joking about the smoking on the airplane, right? So they’re like saying like literally I was on a flight the other day and I said if you have not been on a flight since 1989 You may not be aware, but there’s no smoking on the airplane. So it’s just yeah, it’s it’s funny They’re like if we it would have anticipated a change in the cabin pressure. We would not have shown up to work today Yeah, we wouldn’t been here. That’s funny. That’s that’s good stuff. And I’ll tell you Southwest when they do my uncle used to work there for years Is that the flight attendant how they did the mechanism to make it happen the flight attendant who gets the best? Applause the best feedback for the quarter gets get to actually get bonuses. This is a true story So I’m gonna play you one right now. This was the award-winning Southwest Airlines a stewardess call of the year back in the day I’m gonna get it queued up here. Can see you ready for this. Oh, I can hardly wait. Okay, here we go Here we go. Those of you that have flown us before know that we do things a little bit differently here on Southwest. Some of us tell jokes. Some of us sing. Some of us just stand there and look beautiful. I unfortunately can do none of those. Videos priced by the way Tuesday. We’re going to shake things up a little bit. I need a little audience participation. Otherwise this is not going to work. I’m going to shake things up a little bit. I’m going to shake things up a little bit. I’m going to shake things up a little bit. I’m going to shake things up a little bit. I’m going to shake things up a little bit. I’m going to shake things up a little bit. I’m going to shake things up a little bit. I’m going to shake things up a little bit. I’m going to shake things up a little bit. I’m going to shake things up a little bit. I’m going to shake things up a little bit. I’m going to shake things up a little bit. I’m going to shake things up a little bit. I’m going to shake things up a little bit. I need a little audience participation. Otherwise, this is not going to go over well. Here’s a Caucasian man who’s not feeling it right now. So, here’s what I need. Especially you guys in the front because you know what’s coming. Alright, I need a beat. Alright? All I need you to do is thump and clap and I’m going to do the rest. He’s going to bring it, Phillip. Are you ready for this? I’m ready. I’m ready. Here we go. I just cannot do the regular boring announcement again. Otherwise, I’m going to put myself to sleep. Uh-huh. Here we go. You guys with me. I’m with you. All right, bring it So give me a stomp clap. So okay clap. Come on stop So the class they don’t be there. There you go. Keep that going Right three seven two on SWA the flight attendants on board serving you today Oh reason in the middle David in the back My name is David and I’m here to tell you that shortly after takeoff first things first, there’s soft drinks and coffee to quench your thirst. But if you want another kind of drink, then just holla. Alcoholic beverages will be $4.00. If a Monster Energy drink is your plan, that’ll be $3.00, and you get the whole plan. We won’t take your cash, you gotta pay with plastic. You can have a coupon, and that’s fantastic. We know you’re ready to get to new places. Open up the bins, put away your suitcases. Carry on items, go under the seats in front of you. He’s taking it home now. Here we go, the final stretch. If you have a seat on the road with an ex-nephew, we’re going to talk to you. So you might as well expect it. You got to help evacuate in case we need you. If you don’t want to, then we’re going to re-seat you. Before we leave, our advice is put away your electronic devices. Fasten your seat belt, then put your trays up. Press the button to make the seat back raise up. Sit back, relax, have a good time. It’s almost time to go, so I’m done with the rhyme. Thank you for the fact that I wasn’t ignored. This is Southwest Airlines. Welcome aboard. Oh, that was hot. See, that was hot. Now, the thing is, that’s what his job is. They encourage them to do that. They care so much about customer service. They say, listen, people are, if you read the book called Nuts, it’s a case study about this. Herb Keller wrote the book. It’s awesome. It’s a case study on how his business, the CEO, the founder of Southwest Works, and he says humor is an intentional aspect of the company. Broadcasting from the center of the universe, you’re listening to the Thrive Time Show. He says it’s an intentional aspect. He says they incentivize it because people are nervous on flights. They’re annoyed. They’re stressed. A lot of people are running to get on the plane. They’re worried about missing a flight. There’s a lot of anxiety. And the way to take the tension out of the air is to make humor an intentional part of the process. I notice, Z, I notice that this is what you, you as a leader, you do that. Absolutely. I’m purposeful in that. When I did my advertisements, I always wanted to put some, you know, value is number one, but humor was right there behind it because I think as humans, they say this and I think it’s absolutely true and that is laughter is the best medicine. And when you’re laughing, you know, you’re releasing chemicals in your brain and it’s actually very soothing and comforting and it does take the stress level down. And you know, we’ve all been in those airlines that take themselves so seriously. Are you all like junior cops? I mean, really? I’ll give you some examples here, drivers. You think about the site. The next part of our checklist is the site. If you go into a neat restaurant, I’m going to pick on one that I love. In the Raw. ITR, baby. On the Hill? On the Hill. ETR on the Hill. It’s my favorite one. I don’t know how to describe the mojo, but you walk in there, it could be lunch, it could be dinner, and you just kind of do that. It’s great. It’s a good mojo. It feels like you’re in New York. Phillip, how can you describe it for someone who’s never been there before? Well, I love in the raw south. Oh, you do? I do. I do. I love it. OK. However, I live downtown. Oh, wow. So I’m a little snobby when it comes to stuff. I never drove south. But I love it. It’s great food and a great view. And it’s almost as good as a view as I have for my backyard living downtown. Oh, wow. So here’s the thing is, Thrivers, if you’re listening, though, get the sight game correct. You go into the elephant in the room. We have three locations to serve you. We spend a ton of time worried about the decor, thinking about the historic barn wood, the reclaimed brick, the Edison bulbs, the whole swag, the whole atmosphere, because I’m just telling you, it’s not just about the product. How much was coffee worth before Howard Schultz declared? He says, he issues by decree, by fiat. He says, here’s the deal. Here’s the deal. We’re going to make it about the experience not just the coffee he actually calls it the third place but the decor in a Starbucks I mean how much time do they think about that it’s not there’s not just random it’s intentional I thought was just ranches it is it wasn’t a you pay like four dollars for a piece of for a coffee in your hand bro I’m gonna make a coffee shots come blow your mind bro and they they’re intentional though back of the day does he remember back of the day when you were starting the optometry clinic yes you went into like a place to get coffee and donuts. It’s called 7-Eleven. You get styrofoam cup. Sip and go. 7-Eleven. No lid. Never lid on a coffee. And you’re paying like 76 cents and there’s floaties in it. Right. Remember that? The floaties? Oh yeah, of course. Get and Go was known for the floaties. They actually would charge extra for the floaties. And the coffee cups were like four and a half ounces, not 27 ounces like they are today. And as I’m just telling you, he changed the game. The next part of the checklist, okay, this is big. The sound, the music, we touched on it a little bit within the rava. Why is the music so important, Phillip, for you as a consumer going out to a restaurant? Why does the music have to be right, and why is the absence of music so crazy? Well, I think that anywhere you are, wherever you are, and whatever you’re doing, the soundtrack is playing behind you. So we are all living in this big ball we call Earth, and whatever we’re listening to is our soundtrack. So if we’re listening to music we like or we can relate to or that’s important to us or that we find rhythmic or that speaks to our soul, we love that. So here’s an example. Let’s just say that you’re in a doctor’s office because you’re running the Zellner Medical Group. Correct. So you come in. Let’s just say you come in to see a patient who’s having a hard time sleeping. And let’s just say this was the song we cued up. This is what’s playing overhead. All right. All right. Your doctor is going to be here to see you. How you doing? How you doing? Doesn’t that create a different atmosphere? Now think about this. If you switched it up and said, so your doctor is here to see you. You want to sleep better tonight? I mean, that sort of changes the whole, I mean. Absolutely. The music can almost create a trivial. Like a story. Like a story, yeah. It can all be, I’m saying the music, you have to be very intentional so you don’t know what to do. Find somebody in your category that you like and kind of copy that. Well find your soundtrack. I mean every commercial, like you said, every commercial has music. So whether you’re specifically and intentionally listening to it or if it’s just something in the background of the subconscious, everything that you do in life has a soundtrack. What’s your soundtrack? My only big gripe with Oklahoma that I’m trying to work with, I’m trying to bring it back. It’s mostly a banjo. Well no, when you travel to New York or Florida or Miami, you realize that there’s soundtracks. People are intentional. Every restaurant is competing for your business and they all have a certain ambiance. And in Oklahoma, there are still restaurants you can go to. There’s no overhead music, no thought into the decor, and it’s just so awkward. It’s like being in an elevator with someone. You know when someone walks into the elevator? Ding. And the conversation just sort of dies. Do you get in their corner? Do you want me to hit the button for you? Do you want me to hit the button for you? Okay Thrives, when we come back, we’re going to get back into customer service. It’s the Thrive Time Show Business School without the BS and yes, my name is Clay Clark. I’m the former SBA Entrepreneur of the Year in your ear. Joined here inside the box that rocks with not one, but two members of the Zellner clan. We have Dr. Robert Zellner and we have Mr. Philip Zellner with one L. Do not, do not, do not get that wrong. Don’t even begin to mentally spell it incorrectly. There’s one L. Phillip, we’re talking about customer service. You had some things that you wanted to share because you run the Zellner Medical Group. You’re heavily involved in the business. There’s a lot of stuff going on over there, and you’ve got some customer service observations that you want to share. And I speak for you, Clay, and for you, Z, our businesses are independent. So in other words, no one is forced to send to us. They choose to come to us. And I know people outside of the medical field may go, well, that’s every business. Well, it’s actually not. It’s pretty linear when you talk about medical field. Oh, boy. Here we go. If you’re a St. Francis employee, you go to St. Francis, and you stay in community care, and you go to, I mean, right? So there’s a chain. With us, it’s you choose. If you want to go have your eyes checked, you go to Dr. Zellner’s Autometry Office, because you choose to go there. Now, Z and I have been working closely since the election when Trump is now, he’s the President-elect. We know that he knows people, and we’re trying to work directly with the Russian government to, one, make sure people don’t have choices anymore because communism has been proven to work so well, Philip. So in the meantime, people have choice for a while until we have our way. Well, in our businesses particularly, they have a choice. So what I tell my staff is that every single, what we call them patients, people call them customers, it’s the same idea, right? You want to please them. So every patient that comes through our doors is an ambassador to where they have been sent from, which is their doctor’s office. So whether it’s their ophthalmologist or their radiologist or their orthopedic surgeon or whatever that sent them to Zellner Medical Group, they’re an ambassador to that office. So we want to make sure they have a good experience. Now I’m going to tell you about a bad customer service experience, and I think everyone in Tulsa can relate to it. I don’t want to be disparaging about a particular person or a particular family name. I’m just going to speak in vagaries and you can perhaps just sort of guess who I’m talking about here. As a kid I moved to Minnesota when I was 12. I grew up in Oklahoma. I grew up in Tulsa. When I was 12, due to some financial reasons, we moved to Minnesota. All the guys I knew at middle school, they all said, Oh, you’re from Oklahoma. You’re the Oklahoma guy. So everyone kind of knew me as the guy living in Minnesota who’s from Oklahoma, and they knew I was from Tulsa. Well, there was a particular place in Tulsa that had a roller coaster, and people would die, literally. Like, they would die. It would be on the national news, and they would say, somebody fell off the tiger and died. And my buddy’s like, that’s where you’re from, dude! Daddrake ragged on me like it’s somehow… I’m going, that’s a sad story. This is not a… They’re like, no, that’s… And then it would happen again. I think it was twice when I was in middle school. So I went to this place, and you could bring a Pepsi can, and you could get in for like totally free. You go in for free. And the gum per capita on the sidewalks was amazing. You know what I mean? So then when I went to Disney World and got a chance to tour Disney World Z with one of our Thrive15.com mentors, Lee Cockrell, I remember thinking, I’d read Disney World had a million guests a week. Okay, that was my paradigm. Wow. I know that Disney sees a million guests a week, 52 million a year, and I knew that a little place in Tulsa had like, I don’t know, like seven people a week visit. I mean, how many people went to said amusement park back in the day? I think I know what you’re talking about now, because we only had one, but there weren’t that many, unless it was like fair season, and then you know, you know. You feel, we did not feel safe a lot of times. And there was gum on the sidewalks, and it was a thing. It was kind of weird. Yeah, so the environment wasn’t safe and clean. The music wasn’t great. Yeah, and… Safety. Safety, and it’s probably one of the reasons why it is no longer a thing. Safety, it was like, safety, hey guys, this is what I imagine their pep talks being. All right, Trevor, today we’re going to go in strong. We’ve got about 17 guests showing up who are bringing in free Pepsi cans so we can get them free admission. What I want to do is remember two things. Safety second. That’s tip number one. Safety second. Two, I don’t remember where the rest of the checklist is. Let’s go get them. Let’s go get them. Well, my favorite, I’m being a little facetious when I say that, my favorite customer service move is when you walk into a facility and someone there is to greet you and their head’s down. Oh! And they’re doing something very, very serious. I’m sure, I’m sure of it. We’ve never seen none of it. Sure. Never seen it. And you stand there and you’re like… You can’t even feel a cough, you’re in the cough mood. Like you’ve really got something in your throat. Like… Snah! Snah! You need to say snah as a way to elongate the sound. SNAAA! Yeah. Woof! And then still nothing. There’s still nothing. You’re sitting there going, Are you… Are you… Are you kidding me? You say things like, Wait in here a long time. Wait in here. Oh! What can we learn? Over here! Oh! Over here! I’m like, Ah! Yeah! Open the door! I’m in. I’m out there. But then you go to a place like Disney World where they see a million people a week and it’s clean! Have you guys been to Disney World? Phillip, have you been to Disney World? No. And I thank God Almighty that I have never been there. Z, have you been to Disney World? Of course I have because I care about my children. I love my children. I am not kidding. I am not kidding. I can’t offer you a challenge because it’s a very expensive place to go, but it is literally the most fastidiously cleaned and safe place I’ve ever been to. It’s like, I mean, seriously, there’s a, and I asked Lee, I said, Lee, how is this happening? He goes, well, what we do is we take a path. And he explained this to me. It’s unbelievable when you get a chance to hear the story behind the story. He says, there’s a path. And Clay, if you worked here, your job would be to take, I’m just making up an example, but path A, part two, and your entire job is to clean path A, part two. It’s about a 50 foot patch all day, every day. It never gets dirty because you always clean it. And if someone asks for directions, your job is to stop what you’re doing and to greet them in character and to smile because Disney World is the happiest place on earth or else. And I was like, or else? He goes, no, we have the signs. It’s painted behind the facades and back where the team is. It says the happiest place on earth or else. Or else. I did not know that. That’s kind of cool. There’s checklists everywhere though. And he says, he goes, check it out. We’re going to walk by this particular thing and they’re going to waft the smell of this particular food and you’re going to want it. Check it out. And you walk around the path and there it is. And there it is. And he’s like, at this time, it’ll be 52 minutes after this water fountain will happen and you’re going to, this music, and it’s all choreographed. It’s an experience. And Lee, in one of his books, his customer service books, he talks about this concept as being your own Shakespeare. He says you need to write a customer service play. You need to think about when the customer walks up to the front door, how will they be greeted? When they walk in, how will it smell? When you look at the decor, how will it appear? When you interact with the staff, what will they say? On the voicemail, what will be spoken? On the on-hold music, what will be done? On the emails? You think about every aspect, and when you do, Z, once you nail it, people begin to tell their friends. Broadcasting from the center of the universe, you’re listening to The Thrive Time Show. So here’s the deal, Zee, I want to give you one notable quotable, then I want to have you and Phillip break it down for me, okay? Here’s a notable quotable for you. This one comes at you via a guy by the name of Walt Disney. You ever heard of him before? I have, yeah. We were just talking about his place. Oh, really? I’m sorry, I never heard that name before. He says, do what you do so well that they will want to see it again and bring their friends. Phillip, break that down for us. First of all, I had a girlfriend like that in college. What? No, nothing. Moving right along. No, but that’s exactly true. The thing about it is that most of our experiences are word of mouth, and that is our greatest ad, is the experience of our friends and family. So if people are wowed, they’re going to refer people pretty close to now. I mean, if they’re wowed, if they walk out going, wow. Absolutely. Because the thing about it is that wow is not the norm. I mean, the norm is boring and it just absolutely satisfying the bare minimum to make this person get in and out of your experience or in and out of your space. And people that actually care and if you have an environment in which you can grow and tailor incredible people that are passionate, this is the most important word in business to me, obviously, is passionate about what you do. Be passionate. If they’re passionate, that is contagious. Z, break that down. Break that, because Philip’s breaking it down. You’re breaking it down. That’s like an old school 80s. You got some linoleum out there. One of us can break dance fairly well. I’m holding the boom box by my ear. I’m gonna lay down the cardboard. Break it. Breakdowns on the cardboard. Oh, nice. That’s really old school. I’m getting old school on you baby. Nice. And my converse is. Break it down. I’m breaking it down. Here’s the deal. A lot of times you get your business going, things are rocking along, and you say to yourself, I made it. I made it. We’re doing the thing. I’m on fire. The thing. And you know what? Sometimes you slip a little bit and you don’t even know it. What? And so one thing I’m going to encourage everybody out there to do because you go to yourself, hey, numbers are up. Numbers are up. Customer service must be awesome. Customer service is awesome size. You know, because I’m making more money than I did last year, so everything must be good. I’m going to give you a little clue. One of the moves we teach you at Thrive15.com, one of the moves that we’ve talked about on the Thrive Time Show, which in fact you’re listening to right now, thank you very much, is it really helps us in some secret shoppers. Secret shoppers. Secret shoppers to go shop your shops. If you wanted to mispronounce it while spelling it correctly, you call them S-hoppers. You could do it. You could do that. You could do it. You could do it. Sometimes what happens is that you don’t see the little edges kind of failing. You don’t see the little things starting to kind of go apart because when you walk in, all your employees are like, Ken Hood! I have an example. One of the businesses that I own, we play holiday music during the holidays. It’s kind of a weird idea. And we had heard a group of people who were complaining openly about the music overhead while our mystery shopper went in. So the mystery shopper takes the phone out, and I cannot make these stories up, this is powerful, takes the phone out and just begins to kind of listen to what they’re saying and typing it to me. And then he just sends me a recap of the conversation. Now we have mystery shoppers all the time. So he immediately sends the feedback to one of our managers. Our manager goes, hey guys, what you guys just said, not cool, let’s knock it out. And we caught it, and I’m telling you what, if we didn’t have mystery shoppers coming in on a daily basis for that particular business, I know that that would have spread, because I’m telling you what, when people are really busy, there’s certain parts of the day where the business is very busy, when people are very busy, they tend to not gossip and complain, but when things slow down, they start to get that idle chatter mode, not so good. Exactly, and what happens is, I promise you this, when I walk through my businesses, my employees react, I know this is going to sound really weird, but they react differently because they know who I am, they know I’m the boss, and they’re like, oh gosh, oh yeah. All of a sudden they’re randomly turning some stealth. They’re on the phone going, yes, yes, yes, they’re on the phone, Trevor, Trevor, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, Do you want 17 glasses? Great, I’m so glad we did that. Great, we sold 17 glasses. Oh, hey, Z. High five, oh, hi, Z, didn’t see you there. What’s going on? So that’s what I’m saying is that a lot of times you think to yourself, you go through your own experience and you go, wow, my people are great. My people are great. They’re wafting all the smells, they’re cleaning the paths, they are the fountains going off. I mean, it’s all good, right? Everything is great. But what you do is you sit in a mystery shopper and maybe say, hey, have a little attitude today and see how my folks react to it. Now you don’t want to go in there and cause a storm. I want you to go in there totally naked and swear that you were abducted by an alien and see if they give you a refund. With goo all over your body. No, no, no, no, no. That’s not what we want. But listen, a lot of times when you walk through it yourself, you go, things are great. Things are great. But you send a mystery shopper. You say listen. I’m gonna and I’m gonna pay you for it I’m gonna pay right right my older brother Eric if you’re listening here Eric Eric he was one of mystery was windows mystery shopper for restaurants. He’s gonna get they give my free meal Yeah So The other the other doctors owners. Yes, what? One of the one of the one of the others yes What are the others but my point is that, is that really, if you really want to be on top of your customer service gain, you really want to send other people in that your people don’t know. Well, when we get back, okay, we’re going to break it down a little bit more. Breaking it down like fractions. Breaking it down like old school, linoleum, cardboard, break dancing, beat boxing, the whole deal. And Phillip is going to give us one of his super moves. Phillip Zellner, okay, the guy’s running Zellner Medical Group. He’s going to give us one of his super moves when we come back. And then we’re going to go through the customer service checklist that everybody needs to implement to take their game to the next level. Stay tuned. Thrive Nation, welcome back. You are inside the box that rocks. We are broadcasting right here from the thrive15.com world headquarters. And I’m going to tell you what. On today’s show, we have the co-host with the mo-ost, the man with the plan, the guy who used to be the optometrist and now he’s just he’s turned into a Tulsa’s tycoon. He’s putting Z’s all over the city like he’s Zorro. I’m telling you what it is. Dr. Robert Zellner. Sir, how you doing? You know, I need to start wearing a swashbuckling outfit on the show, I think. You know, I carry a sword because as a kid I just thought one of the coolest shows ever was Zorro. I just was mesmerized by a guy that was pretending not to be the guy and doing all the good stuff and saving all the stuff. I mean, it was kind of cool. And he’d always leave his signature, Z, on all the walls. And so I guess, you know, I probably am just trying to be Zorro, I think. We’re trying to make you the best customer service person that you can be, trying to help you take your customer service game to the next level. Because Tony Hsieh, today’s show is all about great customer service, Tony Hsieh built the company called Zappos. Now a lot of people would say, is he the founder? No, he’s the CEO. The company was struggling. He’d exited from another company and was a millionaire at this point, looking for his next big thing. He takes over the company. Things went so bad with this company. True story. The employees ended up living with him in his house in Vegas, like in the high rise. Things went so bad that he ended up living somewhere else while they lived there. Then things went so good, and he wanted to remember how bad they were, that today he chooses to live in one of those jet streams, those small trailer homes. Oh, God. You’ve got to be kidding me. Really? No, I’m serious. He does. It’s a good thing. It’s a good thing. Tony Hsieh was Zappos. But his whole thing is, he said, listen, we don’t have enough money anymore to market. We don’t have the money. So he said, if somebody calls you and calls to order some shoes, talk to them for as long as possible. Yeah, look at that jet stream, Tony Hsieh. It’s crazy. I’m going to look at it. So here’s the thing. He says, we have to wow people. And he says, Philip, we’ve got to wow them. We can’t just sell them shoes because we’re an online shoe retailer and we simply cannot afford to buy any more pay-per-click. We can’t be, we’ve got to wow them. And I’ll walk you through how he did it, but Philip, I want to get into your super move for the listeners right now. What is a super move for great customer service that you’ve learned through your years as an entrepreneur and heading up Zellner Medical Group? I have to be very honest with you. I love being on the same side as the customer slash patient. I think that there are so many times in business in which there’s a line that’s drawn and on one side of the line is the customer or the patient or whatever and on the other side is the business. I am constantly trying to align myself on the side of whatever they’re experiencing. So if they’ve experienced a bad customer service or misinformation or poor care or whatever. I want to be on their side and I want to be their spokesperson. I want to be their friend in this experience. How do you go about doing that? Do you mystery shop yourself a lot? What do you do? I want to relate. It’s a biblical principle. It’s treat people how you want to be treated. I want to be able to have a conversation with my patients and my customers. Most of the time I’m in the medical field so it’s patients but it’s customers. It’s the same idea, right? And I want to see the world through their eyes and I want to be on their side. Well, here’s what Tony Hsieh used to do. I encourage you if you’re listening right now, and his name is often mispronounced or misspelled, but if you get a chance to look him up, it’s Tony and then H-S-I-E-H. Tony Hsieh, I just looked him up. I just did the hard work for you out there. So you can finish your lunch, relax, drive your car, it’s going to be okay. I just took this up. This Zappos is a multi-billion dollar shoe company, as you know. I’m not a shoe company. Sold it for a billion dollars to Amazon, but retained control. Tony’s worth $780 million. He’s doing fine. He lives in a freaking trailer park with two llamas. Are you kidding me? And I’m going to tell you some of the stuff he does. I want to hang out with this guy. I want to tell you some of the stuff he does. If you’ve heard of him. For the record, for the listeners, llamas are great roommates. I don’t know if you know that or not. I did not know that. I’m just letting you know. Tony, for listening, I want to catch a cold brew with you, bro, and hang out. Absolutely. You seem like a cool dude. Look at that. I have a picture I want to pull up here, Z. If you Google Tony Hsieh, and just Google Tony Hsieh, you’re going to see him at his desk. What he did is he said, as the CEO of the company, I want to make sure, you’ll see him at the desk and there’s like random greenery hanging from the ceiling. He says, I want to do what Phillip’s saying. He said, he goes, I want to understand and empathize with my customer in a crazy way so when the calls come in, I’m going to listen to them all live and occasionally I’ll barge in and have things to say. So he’s literally in the office, in an office of like 50 reps, they’re on the phone, and the guy would, this woman would be asking, yeah, I’m trying to get a size 9 or an 8 for this. Do you carry that? What about this? And the rep goes, why do you want it? And they go, well, because I’m going to a wedding. Oh, for a wedding? Well, where’s the wedding? And Tony’s looking at the guy going, come on, keep talking. Keep going. Build a relationship. Let’s go. Next thing you know, this is a true story. There’s a bride. She goes, and the problem is my shoes didn’t get here on time. And I know if I order them right now, it’s not even possible to get them. True story. You got to Google this. It’s crazy. He goes, so he barges in, hops on, he does a little time out, they put him first on hold, he says, get the shoes there. They go, how? I’m paying you to drive 24 hours, you and the team, you’ll drive, you’ll sleep, get there, be at the wedding, it’ll change your life, it’ll be legendary. And this is what they did. Over and over and over. It was all about the shoes. That is so cool. Yeah, so he’s a customer service, he’s intense, but he has this notable quote, I’m going to read it to you. He says, branding through customer service over the years. The number one driver of our growth at Zappos has been repeat customers and word of mouth. Our philosophy has been to take the most of the money that we would have spent on paid advertising and invest it into customer service. And the customer service experience instead, letting our customers do the marketing for us through word of mouth. One more thing he does is after you buy your shoes, they send you an email and they invite you consistently to come out for a tour. And you’re like, a tour? So he started doing tours. Now the tours started taking off. You probably know this story, but the tours started taking off so well, he decided, you know what, we need to have an experience. So he bought a restaurant in old downtown Vegas, you know, downtown Vegas. And then he’s like, you know, you can’t just go to a restaurant. You’ve got to have like a bar, and you’ve got to have a… So now he owns, he personally invested something like $400 million into the defunct downtown Vegas. Not the strip. Yeah, yeah. But now he has his own like village down there where customers come, and I think they have, I don’t want to make up the number of employees, but there’s thousands and thousands of people. But I say all this, and I give you this story, and all this hyperbole and all this excitement to say, Philip was 100% right when he said you want to get inside the mindset of the customer. I’m saying, do you want a practical action item? Get down there from the spire. If you come to Thrive15 World Headquarters, you’re going to see me. I’m in the trenches with the team. You’ll see Z come in here. You’ll see us in the box that rocks. This is what we do. I’ll sit there and listen to the calls. I meet the people. We shake their hands. We meet you at the workshops because Tony Shays in the trenches Listening to the calls like dude you’re worth 700 million dollars and you’re listening to calls he goes oh actually I make customer service calls, too So like imagine what it would be like if a shoe you’re having a problem You want a refund and you get a call from the CEO going? Hey, hey Robert? I just noticed you had a problem with she went if Tony I’m the founder of Zappos and this is recent stuff They’re like what what the guy just want to check in on you. You’re the dude with the two llamas? You’re the dude with the two llamas? Yeah, and just his whole notable quotable as to why he lives in this is a whole separate story that we could get into. But the thing is, Thrivers, the main takeaway here, and we’re going to, when we come back, we’re going to get into the checklist, but you’ve got to do what Phillip said. You’ve got to view the customer service experience. I’m serious about this view the customer service experience From the perspective of the customer eat your own food Z eat your own food Yeah, and you know what you’ve got to do it But then I think it’s also important to that you send in people that aren’t you because your employees your staff your organization will act Differently when you’re in the room, so you know you got to be a little sneaky about something you make sneakers and sneaky mix sneakers Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. Sneaky McSneakerson. because you cannot advertise enough. You cannot buy enough advertising to compensate for zero word of mouth. You’ve got to begin to develop that word of mouth. You have to, because what happens is, you want to get people in, and then you want to have all of them be apostles. That’s a term we use, apostles of your business. They’re out there preaching the good word. That’s why the term apostles. And so, you know, every now and then you get a terrorist in there that’s going to just W and and not be nice and no matter what you do You can’t make them happy and in every business is going to have a few of those don’t let those get you down Focus on your apostles and try to create as many of those as possible in other words great customer service Experiences so they leave going. Oh my gosh. This was awesome Awesome! Now, Thrivers, there’s a six-point checklist I want everyone to write down right now. I’m going to go through these. More paper, Kali. I got to go through paper on this show. It’s very important that you implement these six processes within the next seven days. Why? Because it doesn’t matter what book you read, what motivational seminar you go to, you’ll find that when you learn something and you do not act upon it over time, it becomes less and less important as a general rule. And so an example would be Thomas Edison. He says, vision without execution is hallucination. Oh yeah, very powerful. Some people hear that the first time and they go, that’s it, I’m tired of hallucinating, I’m going to do it. And then you realize, what was I going to do? So here we go. I’m going to read these off to you. One is you must dominate and you must be intentional about the sights in your business, the visuals. You must be intentional about the visuals. Move number one. Two, the sounds. You must be intentional about the sounds. Three, the smells. How’s it smelling? How’s that doing? Can we talk about sound for just a second? Yeah, sure. I one time walked into a liquor store. And the dude behind the counter was scary. He was a scary dude. I’m just going to tell you right now. He was a scary dude. Was he playing more than a woman? That dude’s listening right now. You know what dude I’m talking about that you you’re the scary dude. He had tats everywhere piercings everywhere I mean he was scary and the music he was playing right there. Did that was it? But it was scary And I mean I was like I just want to go to the stores When you checked out and remember you you you walk up to the guy and you said, so, hey, this is what I’d like to get. And he’s like, my name is Thor. And you’re like, Thor? No, I’m just kidding. His cape was kind of weird. But the music was so annoying. It was just like, it was loud, it was harsh, and it was mean. And it was like, I wanted to just run away from there. Now, for instance, if you come into the thrive15.com headquarters, and you come into my office, this is what you’re going to hear. You’re going to be hearing more than a woman’s E. Oh, yeah. Yeah, more than a woman. I’m always playing that. Oh, I go to that liquor store. I go to those quad skates. Oh, yeah. My wife. I’ll get my wife to put on her quad skates. We start spinning around. Next thing you know, it’s part of a… Oh, yeah. Where’s your champagne? Philip, have you seen this movie? I feel like… No, but I’m completely… You have my attention. Here we go. I feel like celebrating. Where’s the champagne? Oh, man. Wow. This music just makes me… Do I have to leave? When do we shut down? This music is like we’ve already celebrated. I want to work here. I want to clean the aisles. Can I rearrange some of these bottles? Because you’re fun chouette. Oh, wow. It’s like shag carpet. I want to sit on it and play a board game. Roll the dice. Wow. Do you want to understand, Clay, and one thing we’re not going to get into the science of it that much, and I don’t want to freak anybody out, but sound waves and sound is very, very important in setting a mood mentally for a person. You know, there have been some bad dudes in the world of history, which I won’t go into all that, but they were purposeful. When they would have a congregation of people, they would blare certain kind of music over them, certain sounds, and it was harsh and mean and got people agitated and got them mad and it helped promote what they were doing. So sound is a very purposeful thing. You may say to yourself, it’s not that big a deal, but the sound in your environment is so important. Do you know what I listen to when I read? Listen, as you’re the business owner, you be purposeful in that. Don’t say, hey, Billy, you can just play whatever you want because you’re working there. You got the control of the mic. That dude at that liquor store, I promise you that was his music. Just look at him and listen to that music and go. I’m going to give you an example. I do a lot of writing and reading in the mornings, research for the show and the trainings and stuff. And this is typically what I listen to in the mornings. So it’s kind of weird. And what it is, is there’s different waves, as you mentioned, that will kind of, there are frequencies that cause you to be able to focus longer. It’s like whales swimming. It’s like a spa kind of, but I’ll listen to that. The thing is, back in the day, no one would ever get to work before 6. Well then Marshall gets the wise idea. Marshall says, hey, what do I have to do to get into the inner circle? And I go, what’s this? He goes, what do I need to do to get to where you are? And I said, you’ve got to beat me to work. But I know no one’s going to beat me to work. No one’s going to get there early and do the preparation stuff. Broadcasting from the center of the universe, you’re listening to the Thrive Time Show. So I’m at work now and all of a sudden I’m realizing somebody else has been listening to me like, you know, it’s got to be weird as heck when you walk in here. It’s like your boss is on an alien planet. Yeah. Boss, are you okay? But I’d always change the music when the staff got there. But there’s one music for like mindful, purposeful thinking and thoughtful contemplation. That’s why spas play different music. And to your point, Z, you’ve got to be intentional about that stuff. Don’t let your employees take control of it, because what will happen is you’ll have some dude who likes a certain kind of music get control of the music. And the next thing you know, the atmosphere you wanted as the owner of the business is gone. The atmosphere that you said, this is what we’re going to have, and it matches the decor, it matches your business, it matches your philosophy. There was a restaurant in town that really did it well, and that was Romano’s Macaroni Grill. I loved their soundtrack. And when I went in the bathroom, they even had someone teaching Italian in the bathroom. When the moon hits your eye like a big piece of pie, that’s amore. That’s that kind of thing, right? Yeah, yeah. And that Frank Sinatra, that have all this great music. And I told them more times than not, I’d say, I love the soundtrack. It’s just so, it fits this restaurant, fits your decor, it’s just good. And then you go in the bathroom, and I’d come out, and I’d be fluent in Italian. Grazie. Grazie. Speaking of bathrooms, smells. Be serious about the smells. Moving on. Checklist item. Smells. Next one is interactions. Make sure that you script out how you want your teammates to answer the phone, deal with customers, role play out how to deal with complaints. I mean, be intentional about those interactions. The next move. You must have a checklist for all of this, man. All of this. You can’t just make a bunch of declaratives and pontificate in a meeting and expect anyone to remember these things. Philip, how important are checklists in your business? You have to recap it. There’s a reason why there’s commercials that air over and over again. There’s a reason why Dr. Z has commercials that air over and over again. We have to be reminded of these things. Your employees, give them all the trust and confidence, but they need to also be reminded. I’m just telling you what, you as an owner need to remind yourself. That checklist, you go, oh my gosh, that great idea I had last year. You’ll even forget it and you’ll go, I’m so glad we have it on here. Now the next one is you have to do the mystery shopper. It’s all a joke. It’s all a joke. Everything’s a joke. Everything’s just a bunch of intentions. If you don’t get outside feedback, you’ve got to have outside feedback. Listen, your buddies, your mom, your neighbor, you got to compensate them. You know, hey, you may get it. You may get one person that’s close to you that’ll go in and do it for nothing. I’ll do it for free. See, as long as I can live on your couch for another week. As long as I can pet one of your llamas, I’m going to do it. Seriously, don’t let me pet that llama again. Do you even have a llama? That got weird yesterday. I didn’t even know they have a llama. You have a dog? Wow. No, but seriously, you’ve got to have a sober, paid person to go out there and do that mystery shopping. Now, when we come back, when we come back, we’re going to recap, and we’re also going to teach you the final move to wow your customers with excellent customer service. Thrivetimeshow.com. All right, Thrivers, check it out. This segment is all about excellent customer service. That is our focus today. And so what we’re going to do here, Z, is typically we bring our best to every single show. Okay, we’ve been doing this for now for 108 shows, 109, this is the 109th show. We do our best to bring that mojo that you need to know to learn how to start and grow a successful business But I’m gonna tell you what the next 10 minutes will be the best 10 minutes We’ve ever had in the broadcast history of this fine show because we’re talking about a game Changing momentum creating event once you can Wow people see what you can create that awesome customer service The momentum is viral bro viral meaning that two people are Coming into your business as a result of one. One person comes in, they tell two people, you’re viral now. Yeah, once you get that customer service number up, and you get the idea that someone is highly likely to recommend your company, I mean, that’s when you get explosive growth. That’s when you’ve got to grab a hold to something, because it’s taken off. And that’s what we’re about. You know what? I mean, 57% of you are listening out there according to Forbes. And Forbes is kind of a big deal in the business world. Okay, just call it what it is. Or wanting to start or grow your business, right? Wanting to start your business. And so this year, 2017, I’m throwing down the challenge. Okay, here we go. You’re watching on Facebook Live and I’m doing the point. Which is probably not that polite, but you know what? If you’re not watching, you can just pretend I’m pointing at you. I’m pointing at you. You’re driving your car, you’re sitting in your cubicle, you could be late at night listening to us on Thrive Time Show. And here’s what I’m gonna say to you. You have one week, one, that’s seven days technically. I mean, you break down a week, it’s seven days. We do an in-person workshop, January the 20th and the 21st. And you still have time to attend that workshop. You say, why would I wanna attend the workshop? Because you know why? We’re gonna give you 15 hours of power excellence. We’re gonna teach you all the moves we know, and that’s a lot because Clay’s pretty smart. We’re going to teach you all the moves we know, and you’re going to leave here going, I can start with these moves. Well, I think the thing is, this is what I would do. I would just ask, you have kind of a decision point here. You’re kind of at a point where you have to make a decision. You say, the reason why Dr. Zellner has a successful optometry clinic that is doing far more gross revenue than that of a typical optometry clinic, he’s located right next to the mall, the business has been doing great for 25 years. They have two locations. It’s probably just because he’s lucky. And then you look at the auto auction and you say, well, it’s just some connections. It’s the largest in Oklahoma. You look at the elephant in the room and the men’s grooming lounge and the fruit it’s produced. That’s the three locations. They’ve built it. It’s growing. That’s probably nothing. You know, Clay’s a good friend who owns Oxifresh. He works with him. They’ve got almost 400 locations of Oxifresh franchises. It’s probably just random. The bank that Zee invested in, that’s probably random. All these things are just random things. They probably just have a vast knowledge of each one of these things, or they’re lucky, or they must know something that I don’t know. Have you ever cut someone’s hair before? No. Never? No. The thing was, is that one time in college, a guy named Jake asked me to cut his hair didn’t go so well. Yeah, never again. Never again. Never again. The point is folks, whether you want to sell pizzas, whether you want to sell widgets, whether you want to sell little bracelets like Jill does that are rusted cuff, whatever your move is, it’s the same move. Over and over baby. It sounds crazy, but it’s true. And until you know them, you don’t know what you don’t know. That’s why you’ve got to come into the dojo of mojo. We’ll show you how to do it. It’s two days, January 20th and 21st. Someone needs to write that down. Someone’s writing that down right now. Someone’s getting a pen. Where’s my pen? January 20th, January 21st, Thrivetimeshow.com. Get it on. Thrivetimeshow.com. Go there, check it out, reserve your spot. We have a scholarship. If you can’t afford it, Z, now you can. There’s no excuse not to come here. We have scholarship money available and there’s no upselling. There’s no fire, coal, walking. There’s no high pressure anything. You know what? It’s just business school without the BS. It is like the hocus pocus that you need to get the business in focus. Okay? It’s the real stuff. It’s the details. It’s the stuff behind the stuff. Now, Philip, I’m going to recap the final three moves we need to do to wow our customers. I’m going to have you break it down like some serious old-school 80s hip-hop. Here we go. I can’t wait. So, one, you have got winning equals loyal customers. You got to understand that winning, when I say, what is winning? Winning equals loyal customers. If you’re not winning, no loyal customers. Two, owning the results. You have to own those results. You can’t blame the economy, blame the niche, blame the… In your industry, you can’t blame the insurance companies We’re gonna get into that and the third is you have to have a willingness. Oh Willingness to change based upon feedback feedback from who not everybody check it out everybody That’s just good. This is good from your ideal and likely buyers know your niche get that feedback Philip here We go winning equals loyal customers. What are we talking about? Every happy customer, patient, whatever your business is, like Dr. Z said, selling widgets or bracelets or whatnot, every happy customer is an annuity. Come on now. So they will continue to make you money. Over and over. This isn’t just a one-time thing. They will not only tell their friends about it, but they’ll come back to you. What? They’ll come back to you if they’re happy? Every happy customer, every happy patient is a newbie to your business. And people are right now, they’re emailing info at thrive15.com. We even have people who are starting to call Z. They’re getting anticipation for the conference. They’re calling you. My buddies like to mess with me during the show. I’ve got my phone off. They’re trying to call you. Messing with me. Now the next move is you’ve got to own those results. Absolutely. And I’ve had employees that have made, upper management that have worked for me, that have made mistakes before. And no one’s perfect. We are all not perfect. I’ve never made a mistake at all. Well, Clay, you haven’t. Maybe, okay, so I’ll just speak for myself. I have made mistakes. We’ve all done it. And the thing about it is that I was talking to somebody actually just yesterday at lunch and they said, well, I pretend like it wasn’t me and I pass it on someone else like it was their fault. And I looked at her and I go, no, actually there’s something about owning. If you made a mistake, say, look I made a mistake and I’m going to help fix it. And that’s what people want to hear. Not only that you made a mistake, which it is what it is, but if you can say I will fix whatever was done wrong. Broadcasting from the center of the universe, you’re listening to the Thrive Time Show. And Thrivers, we’re going to teach you a system when you get here. We don’t have time to get into it today, but it’s called BLAST. And when somebody’s upset, this is what Chick-fil-A teaches their team. Blast, blast, B-L-A-S-T. Believe, listen, answer, satisfy, trust. One more time. Believe, listen, answer, satisfy, trust. I want to get more into it. Where’s the chicken sandwich in there? You’ve got to give them a chicken sandwich. There should be sandwiches. There’s a chicken sandwich. Blast, blast, maybe a chicken sandwich. If you come to the Thrive Time show, if you come to the Thrive Time show workshops and you don’t learn what you need to know, I’m going to buy you some baked beans from Oklahoma Joe’s. Robert, or sorry, Mr. Z, ask me. My name, you can call me that. I’m sorry, I got a little intimate there. Let me ask you this though. Why is it that in the world of business you see this desire to be a nice boss and to not ever want to own anything and to kind of blame something of some third party? They want to be a good guy, the customer complains, and they want to, they’re trying to be a good owner and they go, well, here’s the deal. The reason why the photography was late, the thing happened was because, and they give this elaborate description and the customer becomes less and less impressed. What is that thing? Well, the thing is just called ignorance. I mean, you know, what happens is in life is that that’s been a lot of defense mechanisms that we’ve just grown up with and we’ve learned that from other people around us. And for some reason, some reason, the ability to sit there and believe what they’re saying and sit there and go, oh no, you know what, he sounds like he’s another crazy one. He’s another crazy one. I don’t believe you. I don’t believe you. You know, and listen, they don’t listen. They don’t answer them. They don’t stop. They don’t do the things that you just said, the blast. And what happens is, is that if you don’t just own it, and as the owner of the business, the buck stops with you, you’ve got to own it, believe what they say, and you may say to yourself, well, I can’t believe Jimmy did that, but if the customer’s telling you that Jimmy did it, odds are Jimmy did it, okay? Because most people don’t say, wake up in the morning, and go, you know what I’m going to do? I’m going to go down to that store down there, and I’m going to just make a bunch of stuff up, get someone in trouble, you know, because I don’t have anything else better to do with my time today, so I’m going to go down there, and the first guy with the name badge on, I’m picking on him the rest of the day. Now Z, I’m going to tell you this, for the sake of time, I want to make sure that we take this, make a short story long here. Make a short story long here. I mean this sincerely. You have to have a willingness to change to be successful in the world of business. You’ve got to get that data and make those changes. And I want to read to you a notable quotable, and I’d like Z for you to unpack this. Tell us a little bit more about this workshop. This comes from Brian Tracy, a best-selling author. He says this, no one lives long enough to learn everything they need to learn from scratch. To be successful, we absolutely, positively have to find people who have already paid the price to learn the things that we need to learn to achieve our goals. That’s why when you approached me two years ago and you said, listen, let’s scale business coaching because people learn in business one of two ways from we call it the M&M factor they can learn from mentors or mistake oh and I promise you this are both very powerful okay now we’re all about you learning from mentorship because we feel like that is the best way to do it pain-free learning that’s why we started thrive 15 comm it’s the Netflix of business coaching $19 a month or we have some scholarships it can be less than that for you okay and you can get on there and you can binge watch and you can learn coaching you say I want more we have in-person workshop the next ones in a week it’s in a week in a week January 20th and the 21st go to the Thrive Time show and learn all you need to know about it and we have a third move for those of you out there I want more well we have one-on-one business coaching I have a little caveat about that business one-on-one coaching. A boss makes big obstacles seem small. Okay, so what they do, a boss comes in there, the coaches will come in there, show you the proven moves, but it’s up to you to do it. You’ve got to execute. Because knowledge without application is meaningless. So what are you going to do right now? You’re going to go to Thrivetimeshow.com. Go to Thrivetimeshow.com, check it out, get started, and Z, as always, three, two, one, boom! All right, JT, so hypothetically, in your mind, what is the purpose of having a business? To get you to your goals. So it’s a vehicle to get you to your destination. And would you need profits to get there? I mean, when you have a business that’s successful, in your expert opinion, would you need profits to get you to your goals? Yeah, because if you have a $15 million business but you have $15 million of expenses, it’s kind of pointless. Holy crap! Alright, so the question I would have here for you, if you could take like, I don’t know, 10 minutes or less and see if you could save $3,000 a year by reducing your credit card fees, would you do it? Yes, absolutely. Holy crap! Why would somebody out there who’s listening right now, who has a sane mind, why would they not go to Thrivetimeshit.com forward slash credit dash card Thrivetimeshit.com forward slash credit dash card to schedule a ten minute consultation to see if they can reduce their credit card fees by at least three thousand bucks a year? Why would they not do it? Yeah, why would they not do it? Maybe because they don’t understand how you set the website. This tree is a symbol of the spirit of the Griswold family Christmas. That’s clear. That can be true. So I encourage everybody to check out Thrivetimeshow.com forward slash credit dash card Thrivetimeshow.com forward slash credit dash card What would be another reason why someone would not be willing to take 10 minutes to compare rates to see if they could save $3,000 or more on credit card fees? Maybe they think it is a waste of time and that it won’t. It’s not possible. There’s somebody out there. That’s make it more than $3,000 every 10 minutes, and they’re like nah That’s not worth my time Probably some someone out there, okay, I would think that well I’ll just tell you folks if you’re out there today, and you’re making less than $3,000 per 10 minutes I would highly recommend that you go to thrive timeshare.com forward slash credit dash hard. It’s because you can compare rates, you can save money, and you know, the big goal in my opinion of building a business is to create time, freedom, and financial freedom. And in order to do that, you have to maximize your profits. Holy crap. Now, one way to maximize your profits is to increase your revenue. Another way to do it is to decrease your expenses. It’s a profit deal. It takes the pressure off. JT, is there any other reason why somebody would not be willing to take ten minutes to compare rates to see if they could save a total of $3,000 a year on average? I am at a loss and I cannot think of any other. Shampoo is better. I go on first and clean the hair. Conditioner is better. I leave the hair silky and smooth. Oh, really, fool? Really? Stop looking at me, swan. Well, let me tell you a good story here real quick. I actually, years ago, compared rates with this company here. It’s called IPS. It’s Integrated Payment Services and I scheduled a consultation. I don’t know if I was skeptical. I just thought whatever I’ll take 10 minutes. I’ll compare rates. I can’t tell. You can tell me I’m a doctor. No I mean I’m just not sure. Why can’t you take a guess? Well not for another two hours. You can’t take a guess for another two hours? And in my case, in my particular case, I save over $20,000 a year. Holy crap! Wow. Which is like groceries when my wife goes to the organic stores. Find everything you need today? Yeah. Great. Okay. Oh God. Everything okay, ma’am? It’s just that you’ve only scanned a few items and it’s already $60. I’m so scared. Okay, I’m a trained professional, ma’am. I’ve scanned a lot of groceries. I need you to stay with me. It’s just that my in-laws are in town and they want a charcuterie board. This isn’t going to be easy, so I need you to be brave, all right? What’s your name? Patricia. Patricia, all right. I need you to take a deep breath. We’re about to do the cheese. You know, that’s the difference between eating organic and not organic. So because my wife eats organic, I had to take the 10 minutes needed to compare rates to save the $20,000 a year on credit card fees just for one of my companies. One question, what’s the brand name of the clock? The brand name of the clock, Rod, do we have it? The brand name of the clock, it’s an elegant, from Ridgway, it’s from Ridgway. Let’s buy the clock and sell the fireplace. I encourage everybody out there, go to Thrivetimeshow.com forward slash credit dash card. You schedule a free consultation, request information, a member of our team will call you, they’ll schedule a free consultation. It should take you ten minutes or less, and they’re going to compare rates and see if they can’t save you more than $3,000 a year off of your credit card processing. You were hoping what? I wouldn’t owe you money at the end of the day. No, you don’t owe us money. Because at the end of the day, at the end of the day, the goal of the business is to create time, freedom and financial freedom. And in order to do that, you need to create additional profits. The number of new customers that we’ve had is up 411% over last year. We are Jared and Jennifer Johnson. We own Platinum Pest and Lawn and are located in Owasso, Oklahoma. And we have been working with Thrive for business coaching for almost a year now. Yeah. So what we want to do is we want to share some wins with you guys that we’ve had by working with Thrive. First of all, we’re on the top page of Google now. Okay. I just want to let you know what type of accomplishment this is. Our competition, Orkin, Terminex, they’re both 1.3 billion dollar companies. They both have two to three thousand pages of content attached to their website. So to basically go from virtually non-existent on Google to up on the top page is really saying something. But it’s come by being diligent to the systems that Thrive has. By being consistent and diligent on doing podcasts and staying on top of those podcasts to really help with getting up on what they’re listing and ranking there with Google. And also, we’ve been trying to get Google reviews, asking our customers for reviews, and now we’re the highest rated and most reviewed Pessamon company in the Tulsa area. And that’s really helped with our conversion rate. And the number of new customers that we’ve had is up 411% over last year. Wait, say that again. How much are we up? 411%. Okay, so 411% we’re up with our new customers. Amazing. Right. So not only do we have more customers calling in, we’re able to close those deals at a much higher rate than we were before. Right now our closing rate is about 85%, and that’s largely due to, first of all, like our Google reviews that we’ve gotten people really see that our customers are happy, but also we have a script that we follow. And so when customers call in, they get all the information that they need. That script has been refined time and time again. It wasn’t a one and done deal. It was a system that we followed with Thrive in the refining process. And that has obviously, the 411% shows that that system works. Yeah, so here’s a big one for you. So last week alone, our booking percentage was 91%. We actually booked more deals, more new customers last year than we did the first five months, or I’m sorry, we booked more deals last week than we did the first five months of last year from before we worked with Thrive. So again, we booked more deals last week than the first five months of last year. It’s incredible, but the reason why we have that success by implementing the systems that Thrive has taught us and helped us out with. Some of those systems that we’ve implemented are group interviews. That way we’ve really been able to come up with a really great team. We’ve created and implemented checklists. Everything gets done and it gets done right. It creates accountability. We’re able to make sure that everything gets done properly both out in the field and also in our office. And also doing the podcast like Jared had mentioned that has really really contributed to our success but that like is of the diligence and consistency and doing those and that system has really really been a big blessing in our lives and also you know it’s really shown that we’ve gotten a success from following those systems. So before working with Thrive, we were basically stuck. Really no new growth with our with our business. And we were in a rut and we didn’t know. The last three years, our customer base had pretty much stayed the same. We weren’t shrinking, but we weren’t really growing either. Yeah. And so we didn’t we didn’t really know where to go what to do, how to get out of this rut that we’re in. But Thrive helped us with that, you know, that they implemented those systems that they taught us those systems, they taught us the knowledge that we needed in order to succeed. Now it’s been a grind, absolutely it’s been a grind this last year, but we’re getting those fruits from that hard work and the diligent effort that we’re able to put into it. So again, we were in a rut, Thrive helped us get out of that rut, and if you’re thinking about working with Thrive, quit thinking about it and just do it. Do the action, and you’ll get the results. It will take hard work and discipline, but that’s what it’s gonna take in order to really succeed. So, we just wanna give a big shout out to Thrive, a big thank you out there to Thrive. We wouldn’t be where we’re at now without their help. Hi, I’m Dr. Mark Moore, I’m a pediatric dentist. Through our new digital marketing plan, we have seen a marked increase in the number of new patients that we’re seeing every month, year over year. One month, for example, we went from 110 new patients the previous year to over 180 new patients in the same month. And overall, our average is running about 40 to 42 percent increase month over month, year over year. The group of people required to implement our new digital marketing plan is immense, starting with a business coach, videographers, photographers, web designers. Back when I graduated dental school in 1985, nobody advertised. The only marketing that was ethically allowed in everybody’s eyes was mouth-to-mouth marketing. By choosing to use the services, you’re choosing to use a proof-and-turn-key marketing and coaching system that will grow your practice and get you the results that you’re looking for. I went to the University of Oklahoma College of Dentistry, graduated in 1983, and then I did my pediatric dental residency at Baylor College of Dentistry from 1983 to 1985. Hello, my name is Charles Colaw with Colaw Fitness. Today I want to tell you a little bit about Clay Clark and how I know Clay Clark. Clay Clark has been my business coach since 2017. He’s helped us grow from two locations to now six locations. We’re planning to do seven locations in seven years and then franchise. Clay has done a great job of helping us navigate anything that has to do with running the business, building the systems, the checklists, the workflows, the audits, how to navigate lease agreements, how to buy property, how to work with brokers and builders. This guy is just amazing. This kind of guy has worked in every single industry. He’s written books with Lee Crockrell, head of Disney with the 40,000 cast members. He’s friends with Mike Lindell. He does Reawaken America tours where he does these tours all across the country where 10,000 or more people show up to some of these tours. On the day-to-day, he does anywhere from about 160 companies. He’s at the top. He has a team of business coaches, videographers, and graphic designers, and web developers, and they run 160 companies every single week. So think of this guy with a team of business coaches running 160 companies. So in the weekly he’s running 160 companies. Every six to eight weeks he’s doing Reawaken America tours. Every six to eight weeks he’s also doing business conferences where 200 people show up and he teaches people a 13-step proven system that he’s done and worked with billionaires helping them grow their companies. I’ve seen guys from start ups go from start ups to being multi millionaires, teaching people how to get time freedom and financial freedom through the system. Critical thinking, document creation, making it, putting it into, organizing everything in their head to building it into a franchisable, scalable business. One of his businesses has like 500 franchises. That’s just one of the companies or brands that he works with. So, amazing guy. Elon Musk, kind of like smart guy. He kind of comes off sometimes as socially awkward, but he’s so brilliant and he’s taught me so much. When I say that, Clay is like, he doesn’t care what people think when you’re talking to him. He cares about where you’re going in your life and where he can get you to go. And that’s what I like him most about him. He’s like a good coach. A coach isn’t just making you feel good all the time. A coach is actually helping you get to the best you. Clay has been an amazing business coach. Through the course of that, we became friends. My most impressive thing was when I was shadowing him one time. We went into a business deal and listened to it. I got to shadow and listen to it. When we walked out, I knew that he could make millions on the deal. They were super excited about working with him and he told me he’s like I’m not going to touch it I’m going to turn it down because he knew it was going to harm the common good of people in the long run and the guy’s integrity just really wowed me. It brought tears to my eyes to see that this guy, he doesn’t, his highest desire was to do what’s right and anyways just an amazing man. So anyways impacted me a lot. He’s helped navigate any time I’ve got nervous or worried about how to run the company or you know navigating competition and an economy that’s like I remember we got closed down for three months. He helped us navigate on how to stay open, how to get back open, how to just survive through all the COVID shutdowns, lockdowns. I’m Rachel with Tip Top K9 and we just want to give a huge thank you to Clay and Vanessa Clark. Hey guys, I’m Ryan with Tip Top K9. Just want to say a big thank you to Thrive 15. Thank you to Make Your Life Epic. We love you guys. We appreciate you and really just appreciate how far you’ve taken us. This is our old house, right? This is where we used to live a few years ago. This is our old neighborhood. See? It’s nice, right? So this is my old van and our old school marketing and this is our old team and by team I mean it’s me and another guy. This is our new house with our new neighborhood. This is our new van with our new marketing and this is our new team. We went from 4 to 14 and I took this beautiful photo. We worked with several different business coaches in the past, and they were all about helping Ryan sell better and just teaching sales, which is awesome, but Ryan is a really great salesman. So we didn’t need that. We needed somebody to help us get everything that was in his head out into systems, into manuals and scripts, and actually build a team. So now that we have systems in place, we’ve gone from one to 10 locations in only a year. In October 2016, we grossed 13 grand for the whole month. Right now it’s 2018, the month of October. It’s only the 22nd. We’ve already grossed a little over 50 grand for the whole month. And we still have time to go. We’re just thankful for you, thankful for Thrive and your mentorship. And we’re really thankful that you guys have helped us to grow a business that we run now instead of the business running us. Just thank you, thank you, thank you, times a thousand. The Thrivetime Show, two-day interactive business workshops are the highest and most reviewed business workshops on the planet. 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 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, 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. 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. 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. Go back eight years ago. Think about the number of clients you had back then versus the number of clients you have now. As a percentage, what has been the growth over the past eight years, do you think? We’ve got to inspire somebody out there who just doesn’t have the time to listen to their call. Well, Clay, it’s like I would go up and down from about $10,000 a month up to about $40,000, but it’s up and down roller coaster. And so now we’ve got it to where we’re in excess of 100 clients. That’s awesome. And so I would have anywhere from 5 clients to 20 clients on my own with networking, but I had no control over it. I didn’t. Without the systems, you’re going to be victimized by your own business. For somebody out there who struggles with math, if you would say that your average number of clients was 30 and you go to 100, as a percentage what is that? I have doubled every year since working with you. So I’ve doubled in clients, I’ve doubled in revenue every year. That’s 100% growth every year I’ve worked with you. So we’ve been good friends 7, 8 years and I’ve got doubled five times. Which is just incredible. I mean the first time you do it, that’s one thing, but when you do it repeatedly, I mean that’s unbelievable. We’re working our blessed assurance off this year to double. We’re planning on doubling again. We’re incorporating some new things in there to really help us do it, but we are going to double again this year. I started coaching, but it would go up and down, Clay. That’s when I came to you, as I was going up and down, and I wanted to go up and up instead of up and down. And so that’s when it needed a system. So creating a system is you have nailed down specific steps that you’re going to take, no matter how you feel, no matter the results. You lean into them, and you do them regardless of what’s happening. You lean into them, and it will give you X number of leads, you follow up with those leads, it turns into sales. Well, I tell you, if you don’t have a script and you don’t have a system, then every day is a whole new creation. You’re creating a lot of energy just to figure out what are you going to do. And the best executives, Peter Drucker is a father of modern management, he said, the most effective executives make one decision a year. What you do is you make a decision, what is your system, and then you work like the Dickens to make sure you follow that system. And so that’s really what it’s all about. So with a script here, we have a brand new gal that just came in working for us. She nailed down the script and she’s been nailing down appointments. Usually we try to get one appointment for every hundred calls. We make two to three hundred calls a day per rep. Right. And she’s been nailing down five and eight appointments a day. Somebody out there’s having a hard time. So she’s making how many calls a day? She’s making between two and three hundred calls a day. And our relationship is weird in that we do, if someone were to buy an Apple computer today, and or let’s say about a personal computer, a PC, the computer is made by, let’s say, Dell. But then the software in the computer would be Microsoft, let’s say, or Adobe or whatever that is. So I basically make the systems and you’re like the computer and I’m like the software. It’s kind of how I would describe our relationship. Tim, I want to ask you this. You and I reconnected, I think it was in the year 2000 and, what was it, maybe 2010? Is that right? 2011 maybe? Or maybe further down the road, maybe 2013? 2012. Okay, so 2012. And at that time I was five years removed from the DJ business. And you were how many years removed from tax and accounting software? It was about 10-11 years. We met, how did we meet? What was the first interaction or some interaction where you and I first connected? I just remember that somehow you and I went to Hideaway Pizza. But do you remember when we first reconnected? Yeah, well we had that speaking thing. Oh there it was! So it’s Victory Christian Center. I was speaking there. My name is Robert Redman. I actually first met Clay almost three years ago to the day. I don’t know if he remembers it or not But I wasn’t working with him at the time I asked to see him and just ask him some questions to help, you know direct my life to get some mentorship But I’ve been working with clay for now just over a year The role I play here is a business coach business consultant. I work with different businesses businesses, implementing best practice processes and systems that I have learned here by working with Clay. The experience working here has, to put it real plainly, has been just life changing. I have not only learned new things and have gained new knowledge, but I have gained a whole new mindset that I believe wherever I end up will serve me well throughout the rest of my life. Since working with Clay, I have learned so much. I mean, I would like to say almost everything about business in terms of the different categories. I haven’t learned it all, but I’ve learned all about marketing. I’ve learned about advertising. I’ve learned about branding. I’ve learned how to create a sales process for organizations in any industry. I’ve learned how to sell. I’ve learned how to create repeatable systems and processes and hold people accountable. You know, how to hire people. It’s almost like every aspect of a business you can learn, I have learned a lot in those different categories. And then, again, the mindset that I’ve gained here has been huge. You know, working here, you can’t be a mediocre person. You are a call to a higher standard of excellence, and then as you’re called to that standard here, you begin to see those outcomes in every area of your life, that standard of excellence that you want to implement no matter what you’re involved in. I would like to describe the other people that work with Clay are people that are going somewhere with their life. Marshall in the group interview talks about how the best fits for this organization are the people that are goal-oriented. So they’re on their own trajectory and we’re on our own trajectory. And the best fits are those people where there introductory and The the best fits are those people where there can be a mutually beneficial relationship that as we pursue our goals And we help the business pursue those goals the business helps us pursue our goals as well And so I say people that are driven people that want to make something of their lives People that are goal-oriented. They’re focused, and they’re committed to overcoming any adversity that may come their way. Clay’s passion for helping business owners grow their businesses is, it’s unique in that, I don’t know if there’s anyone else that can be as passionate. You know, whenever a business starts working with Clay, it’s almost as like Clay is running that business in the sense that he has something at stake. You know, he’s just serving them. They’re one of his clients, but it’s as if he is actively involved in the business. Whenever they have a win, he’s posting it all over his social media. He’s shouting it across the room here at Thrive. You know, he’s sending people encouraging messages. He can kind of be that life coach and business coach in terms of being that motivator and that champion for people’s businesses. It’s again unique because there’s no one else I’ve seen get so excited about and passionate about other people’s businesses. The kind of people that wouldn’t like working with Clay are people that want to get through life by just doing enough, by just getting by, people who are not looking to develop themselves, people who are not coachable, people who think that they know it all and they’re unwilling to change. I would say those are the type of people. In short, anyone that’s content with mediocrity would not like working with Clay. So if you’re meeting Clay for the first time, the advice I’d give you is definitely come ready to take tons of notes. Every time Clay speaks, he gives you a wealth of knowledge that you don’t want to miss. I remember the first time that I met Clay, I literally carried a notebook with me all around. I was looking at this notebook the other day, actually. I carried a notebook with me all around, and I just took tons of notes. I filled the entire notebook in about three or four months, just from being around Clay, following him, and learning from him. And then I would say, come coachable. Be open to learning something new. Be open to challenging yourself. Be open to learning and adjusting parts about you that need to be adjusted.