Latest / Crossroad Conversations with the Lewis Brothers / Ep. 67 - The Leadership Blind Spot: What You Can’t See Might Be Holding You Back

Transcript

Ep. 67 - The Leadership Blind Spot: What You Can’t See Might Be Holding You Back · Crossroad Conversations with the Lewis Brothers

0:00
SPEAKER_00: No, you have to evolve and have the customer service level to where you can take care of a customer and meet them at their needs.
0:08
SPEAKER_00: Like whenever we talk about parts for any of our customers during the holidays, if we have to put somebody in to drive five hours, we'll do it to be able to get our customer what they need.
0:19
SPEAKER_00: They're not asking them to tell, they're not asking you to tell them, hey, it's going to be this expensive.
0:25
SPEAKER_00: They just want a solution.
0:30
SPEAKER_05: Hey everyone, welcome to Crossroad Conversations with the Lewis Brothers, where we aim to share real stories about running a successful family business, working through adversity, and pouring back into the community that keeps our door open.
0:42
SPEAKER_05: We're your host, Matt Shelby, and Taylor, and we bring you relevant local business advice and automotive insights that are sure to change the way you look at running a business.
0:51
SPEAKER_05: And maybe even throw in a plug for you to do business with us.
0:55
SPEAKER_00: Welcome to Crossroads Conversation Podcast with the Lewis brothers, episode 67.
1:01
SPEAKER_00: Christmas time.
1:05
SPEAKER_00: And we're going to bring you the absolute thunder today.
1:08
SPEAKER_00: But Christmas time, all the cheer.
1:11
SPEAKER_00: Shelby's the only one that remembered his suit today.
1:13
SPEAKER_01: Ho ho ho.
1:14
SPEAKER_01: Happy you have a Merry Christmas and a happy holidays.
1:17
SPEAKER_05: He is uh aesthetically carrying the cheer for all of us today.
1:21
SPEAKER_05: Yeah, yeah.
1:21
SPEAKER_05: Yeah.
1:22
SPEAKER_05: But hey, it is Christmas, so we do want to pause just a second and say Merry Christmas to everybody.
1:26
SPEAKER_05: Absolutely.
1:26
SPEAKER_05: Thank you guys.
1:27
SPEAKER_05: We we hope that you're spending time with your family.
1:29
SPEAKER_05: If you happen to be listening to the podcast on Christmas, thank you.
1:33
SPEAKER_05: If you're listening to it after Christmas, hope you had a Merry Christmas.
1:37
SPEAKER_05: Hope you enjoyed time with your family.
1:38
SPEAKER_05: And thank you guys for supporting us here on this podcast and then in our business as well.
1:44
SPEAKER_05: We love being able to give back uh to the community and to each other as well.
1:49
SPEAKER_05: We got a cool topic today, though.
1:51
SPEAKER_01: And if you woke up and what you wanted was not under the tree, you still got time to get exactly what you wanted, a brand new vehicle.
1:58
SPEAKER_05: And you know that a lot of those, I'm glad you bring that up, a lot of those, you don't even have to answer any questions for 90 days.
2:04
SPEAKER_05: And what I mean by that is we got 90 days till first payment.
2:07
SPEAKER_05: I think last time we counted up, it was something like 20 plus models that'll get you 90 days.
2:12
SPEAKER_05: Yeah, yeah.
2:12
SPEAKER_01: That would be March 25th before your payment was due.
2:15
SPEAKER_05: March 25th.
2:16
SPEAKER_05: So think about that.
2:17
SPEAKER_05: You got a new ride, and maybe your significant others like that just really isn't in the budget right now.
2:23
SPEAKER_05: So no worries.
2:24
SPEAKER_05: I made a great financial decision for the family.
2:26
SPEAKER_05: We don't start making payments on this until the end of March that gets us through Christmas.
2:30
SPEAKER_05: You can still celebrate uh Valentine's Day and all the rest of it.
2:34
SPEAKER_01: So don't sit around and pout, just come get.
2:36
SPEAKER_05: Hey, but I gotta know, you know, this is episode 67, and I'm throwing this in there.
2:39
SPEAKER_05: You know, is it 67 or like our kids say, is it 6'7?
2:45
SPEAKER_01: Just the same way as they don't know.
2:46
SPEAKER_01: So, yeah, it's episode 67.
2:48
SPEAKER_00: We only had one shot to throw that in there.
2:49
SPEAKER_01: Okay, good job.
2:50
SPEAKER_00: Getting in the middle of it.
2:51
SPEAKER_00: What are we talking about, Doug?
2:52
SPEAKER_00: Great topic today, the leadership blind spot.
2:56
SPEAKER_00: What you can't see might be holding you back.
2:58
SPEAKER_00: So we're gonna definitely dive deep into this.
3:01
SPEAKER_05: But uh if you missed last week, last week was episode 66, which kind of goes straight into this week.
3:09
SPEAKER_05: You know, last week we talked about trusting the equations, again about leaders, because we talked about leadership on this podcast, but really trusting the process and knowing where you stand, allowing people to pour into you, pouring into others, and building your team.
3:24
SPEAKER_05: So if you didn't get that episode, go back and check it out because it is a process.
3:28
SPEAKER_05: It's not a light switch, it's not overnight.
3:30
SPEAKER_05: You do have to trust the process and you have to build your team that trust and believes in the same vision that you do.
3:36
SPEAKER_01: Absolutely.
3:36
SPEAKER_01: Hey, and as always, check us out at lewissupershore.com, browse over a thousand models of a thousand vehicles in stock, many models, different makes, and for all things podcasts, crossroads conversation podcast.com.
3:50
SPEAKER_01: Like and subscribe so you can see every single Thursday when that new episode drops.
3:54
SPEAKER_00: Mm-hmm.
3:55
SPEAKER_00: Well, what's in the garage today?
3:56
SPEAKER_00: I'm talking about Ram EV ProMasters.
4:01
SPEAKER_00: These are the absolute bargain that we have found.
4:03
SPEAKER_00: We talked about this a couple episodes ago, had a couple come in, we're able to find a few more.
4:09
SPEAKER_00: We're talking about saving over$55,000 for what the vehicle was upfitted for, full delivery service vehicle.
4:18
SPEAKER_00: I mean, Matt, you know the more specifics about this thing.
4:21
SPEAKER_05: Well, we found a awesome opportunity really for our customers that we jumped on and we we researched this one.
4:27
SPEAKER_05: We brought one in at first, you know, to check it out and make sure, like, is this really what it says it is?
4:33
SPEAKER_05: Because we're talking about saving$55,000.
4:36
SPEAKER_05: Yeah.
4:36
SPEAKER_05: We're talking about a vehicle that was almost$90,000 that is now, you know, in the low 30s.
4:42
SPEAKER_05: Yeah, exactly.
4:43
SPEAKER_01: What I want to point out about this is it is an EV, so it's 100% pure electric.
4:48
SPEAKER_01: And where many, and I mean many people have just completely said no to EV at$55,000 off for a essentially brand new, and I say essentially because it's a 24 model uh still being sold on MSO, but sold as a new vehicle with less than 200 miles.
5:09
SPEAKER_01: You're talking about it's about 60% off, 66% off, somewhere around there.
5:15
SPEAKER_01: It kind of makes you say, all right, I know I said no to EV, but let's forget how it gets its power.
5:22
SPEAKER_01: A new van that is fully upfitted for$35,000 just kind of makes sense.
5:28
SPEAKER_05: It just like that doesn't exist.
5:30
SPEAKER_05: And when we're talking about upfitted, we're not talking about like if you and I would bought a cargo van and we did it as least expensive as possible.
5:38
SPEAKER_01: I think it's most expensive.
5:39
SPEAKER_05: It was over a$30,000 conversion with a commercial sliding side door, a roll-up rear door, LED lighting, paneling, shelves, shelves that they're on, shock assist to get out of the way.
5:54
SPEAKER_05: They were Amazon Vans.
5:55
SPEAKER_01: It's a high frequency, the best of the best, because it had to work.
5:59
SPEAKER_01: Uh, but you need to check these out.
6:00
SPEAKER_01: And by the time this thing launches, I don't know if we'll have any more laptop.
6:04
SPEAKER_05: We've already reloaded once.
6:05
SPEAKER_05: I know.
6:05
SPEAKER_01: Yeah, so we've already had 20 come and go.
6:08
SPEAKER_01: Uh so if you're hearing this, you're gonna need to come by and check this out and forget how it's powered.
6:14
SPEAKER_05: I and I think that's a great point.
6:15
SPEAKER_05: And I'll say one other thing, just because this is that's what we do, is at an EV, you gotta remember EVs have an eight-year, 100,000 mile warranty on them.
6:27
SPEAKER_05: Yeah.
6:27
SPEAKER_05: Okay.
6:27
SPEAKER_05: So let's take the the worst case scenario here.
6:29
SPEAKER_05: Yeah, because people are like, what am I gonna do when the battery goes out?
6:32
SPEAKER_05: Okay, buy this thing for the low 30s, all right, use it for 100,000 miles.
6:37
SPEAKER_01: Ride it off 100%.
6:39
SPEAKER_05: Ride 100% of it off.
6:40
SPEAKER_05: Yeah.
6:41
SPEAKER_05: And then if it's only worth zero at the end, and it's gonna be worth more than zero.
6:46
SPEAKER_04: Yeah, yeah, yeah.
6:47
SPEAKER_05: But but even if it was just worth zero, you save$55,000.
6:51
SPEAKER_05: You had a vehicle fully covered under warranty for 100,000 miles, you spent zero in gas, didn't have to change the oil, none of it.
6:59
SPEAKER_05: Yeah, maybe you put a set of tires on it.
7:01
SPEAKER_04: Yeah.
7:02
SPEAKER_05: You know, maybe a set of brakes.
7:03
SPEAKER_05: So when you look at it through a different lens and focus, you're like, dang, that makes sense.
7:08
SPEAKER_04: Uh-huh.
7:08
SPEAKER_05: And if it ends up bringing 10 grand with 95,000 miles on it, I'm way ahead.
7:13
SPEAKER_05: All right.
7:13
SPEAKER_01: Way ahead.
7:14
SPEAKER_01: Its current gas equivalent is going to be 65 plus grand.
7:17
SPEAKER_01: Yeah, it is.
7:18
SPEAKER_01: And it's just like, how do you justify paying 30 grand more because you were so rudimentary and saying, I only will drive gas, I only will do this.
7:27
SPEAKER_05: Like, or you're like, in September they went away with the EV credits.
7:30
SPEAKER_05: We just got you 55,000.
7:33
SPEAKER_01: Put that credit in your bank, and like we have chargers galore everywhere.
7:36
SPEAKER_01: And it comes with a charger.
7:37
SPEAKER_05: It comes with a level two charger up to 80 amp, and you're like, well, it doesn't come with a level three charger.
7:41
SPEAKER_05: You don't want a level three charger.
7:42
SPEAKER_01: You couldn't put that in your install at your house, anyways.
7:45
SPEAKER_01: Let me tell you the other three years we've been trying to install ours at the dealership.
7:48
SPEAKER_05: So it's so we parked there a little bit, but because really honestly, these things are gonna sell, but we'd rather our podcast family out there know the inside track on the savings.
7:57
SPEAKER_05: So there you go.
7:58
SPEAKER_05: You do with it what you want.
7:59
SPEAKER_05: If you want to save 55 grand or not, it's up to you to take action.
8:02
SPEAKER_05: All right, let's talk about leadership.
8:04
SPEAKER_05: Yep.
8:04
SPEAKER_05: Now let's talk about leadership blind spots.
8:08
SPEAKER_05: Because a lot of time blind spots, and I'm not talking about like the blind spots that you know are blind spots.
8:15
SPEAKER_05: I don't know if those are simply blind spots.
8:16
SPEAKER_02: Yeah.
8:17
SPEAKER_05: But I'm talking about blind spots that creep up on you, and you're like, dang, I didn't even think about that.
8:22
SPEAKER_05: Man, I didn't even know that was happening.
8:24
SPEAKER_05: Or I didn't realize that I was talking to or addressing people in a way that we're not getting the correct response.
8:30
SPEAKER_05: That could be a blind spot too.
8:32
SPEAKER_05: Or I thought what we were doing the team really liked.
8:34
SPEAKER_05: No, they were just doing it because you're your boss.
8:37
SPEAKER_05: So those are the blind spots we're talking about.
8:39
SPEAKER_05: Behaviors, behaviors you don't realize that are affecting others.
8:44
SPEAKER_05: And so you got to remember, we talked about this in our manager meeting this morning.
8:48
SPEAKER_05: You know, it's important what you say, and it's important what you don't say.
8:52
SPEAKER_05: People are watching and listening to your actions every single day, and that's on your shoulders.
8:59
SPEAKER_01: I think that's a really important reminder.
9:01
SPEAKER_01: Remember, statistically saying that's written down, so it's gotta be true, uh, that 70% of your communication is nonverbal.
9:09
SPEAKER_01: So you say what you say or what you don't say, or even importantly, how you say it.
9:13
SPEAKER_01: Like sometimes I'll do that in our manager meetings, and afterwards I'm like, okay, I said what I wanted to say, but like I don't know, the feeling in the room just wasn't right.
9:25
SPEAKER_01: You know, and so then I'm like, All right, well, do I need to refocus that, try it again?
9:30
SPEAKER_01: Do I need to go around and talk to the guys, like to try to figure out because it's man, it there's a whole lot of how you say it, how often you say it, to what actually they take it, is this serious or not, or is this important or not?
9:47
SPEAKER_05: I I I think we we're gonna need to be really honest.
9:49
SPEAKER_05: You said something that was good there, and that resonated with me, is that no matter how much we prepare, no matter how well we lay out a meeting, they're not all gonna go perfect.
10:01
SPEAKER_05: You your your employees are not always gonna be receptive and grab a hold of the subject that you're trying to cover.
10:09
SPEAKER_05: And there are times when you have to evaluate right after the meeting, okay, did it feel like they were engaged?
10:16
SPEAKER_05: Did it feel like they understood what I talked about?
10:18
SPEAKER_05: And if they didn't, then it's time for you to go around one-on-one, you know, and do a little investigating your meeting tomorrow may recap with what you found.
10:27
SPEAKER_04: Yeah.
10:28
SPEAKER_05: So then you can drive it home again, okay?
10:30
SPEAKER_05: But don't just assume that you kill it every single time.
10:32
SPEAKER_05: We're all human.
10:33
SPEAKER_05: You know, we'd like to think that, but that's not the truth.
10:36
SPEAKER_01: Generally, you can tell by the looks on their faces.
10:39
SPEAKER_01: Like in the sales meeting, when one of us are leading the sales meeting, you kind of got to go around.
10:44
SPEAKER_01: Sometimes it means you toss the rest of your slides.
10:47
SPEAKER_01: Like I had a lot more to cover, but this is really good and I need to peel it back, no different than in this podcast.
10:53
SPEAKER_01: Or you and sometimes in the middle of our sales meeting say, All right, I need everyone to stand up, I need everyone to do 10, 10 jumping jacks, 10 push-ups, because I can tell just the maybe it's me, but I'm gonna reprogram me and everyone else.
11:08
SPEAKER_01: But because it's just we're not getting anywhere, and it's a waste of time, and we just can't waste that time, and we can't waste the opportunity to pour into people that are gonna pour into you guys, the customers for that experience or a process or something we're working on to train or teach on.
11:24
SPEAKER_01: So you kind of they read it from you, but you gotta read it from them as well.
11:27
SPEAKER_05: You do, and that's a great point of hey, quit trying to just get through the agenda.
11:33
SPEAKER_05: That who who's gonna give you a cookie or an attaboy.
11:36
SPEAKER_01: Who's your who says your agenda is to get through the agenda?
11:39
SPEAKER_05: And and if you only get through half of your agenda that you had written for training, who knows that you didn't go over the other half?
11:46
SPEAKER_05: Only you.
11:47
SPEAKER_01: No one, right?
11:48
SPEAKER_05: Only you.
11:48
SPEAKER_05: So you're better off to do less with more impact there, you know.
11:53
SPEAKER_05: And I just as you guys start thinking about these things about, you know, what is a leadership blind spot, you know, success can actually create blind spots.
12:05
SPEAKER_05: Now, think about that one more time because I think this is one of the areas where people miss blind spots.
12:12
SPEAKER_05: I think when your business is maybe not profitable or you had a bad month, or the bank's calling, or sales are down, or it's tough to make payroll, you are micro attention to every single area and you identify blind spots easier.
12:29
SPEAKER_02: Oh, yeah.
12:29
SPEAKER_05: However, when you're on a roll and highly successful, you might not even be digging in and finding those blind spots.
12:37
SPEAKER_01: That's a really good point.
12:38
SPEAKER_01: And people talk about that of um when business is down, oftentimes will people start cutting, cutting advertising, cutting certain expenses, even looking at possibly cutting people, right?
12:52
SPEAKER_01: Because the sales aren't there, the business isn't there.
12:54
SPEAKER_01: And I heard a guy say this on a podcast previously listening to, and he said, I I do the complete opposite.
13:02
SPEAKER_01: When business is down, which you can only do this for so long, but you know, it kind of generates, is that I in hyper invest more in people, but also in my advertising because business is down.
13:14
SPEAKER_01: And then when business is up, then I hyper focused on the details of the expenses and the little things that would then be a blind spot in success.
13:24
SPEAKER_01: So that was completely backwards thinking.
13:25
SPEAKER_01: But as you're saying that, I was like, I remember that guy talking about that.
13:28
SPEAKER_01: That he does of your natural reaction says this, when it's good, it's okay, and when it's bad, pay attention to it.
13:36
SPEAKER_01: He does the complete opposite.
13:38
SPEAKER_05: I hope everybody grasps that what Shelby just went over is because that's what we we think about that opposite-wise.
13:43
SPEAKER_05: When it's going down, then we're reduce expenses, reduce expenses, reduce expenses, but you need to actually generate more revenue, which takes some money.
13:50
SPEAKER_05: And then when it's rocking and rolling, how can I reduce expenses so we keep more of it?
13:55
SPEAKER_05: Hey, I'll tell you this, and we and we won't go through all uh 10 here, but some of the ways that can develop blind spots, and and I love this first one here, and I think it's a great subject to talk about, is avoiding conflict.
14:09
SPEAKER_05: If you as a leader avoid conflict, you're probably not identifying what some of the blind spots are.
14:17
SPEAKER_05: You know, if you're just running from like, oh, that'll just work itself out, or just let that play out, you're not seeing some issues that could be even deeper than what's just on fire on the surface.
14:30
SPEAKER_01: That's internal and external, right?
14:31
SPEAKER_01: You know, if you're not listening to what the people are saying, and you gotta take out a grain of salt from a customer perspective, especially the people that like to.
14:40
SPEAKER_01: I'm not talking about the customer who says, Hey, uh, I just wanted you to know this.
14:45
SPEAKER_01: I appreciate those, right?
14:46
SPEAKER_01: Uh, but it's the ones that are just as you would call it Karen, it's just like, what in the world?
14:50
SPEAKER_01: And so you click on their Google profile and you can see that they've left 75% bad reviews.
14:55
SPEAKER_01: But it's still important to dissect that and say, okay, is there something to be learned there?
15:00
SPEAKER_01: And one of the things that I saw that we went over in our manager meeting this morning, that this was one of the guys' metrics from a store that he said, if a customer is having to reach out to you to check the progress on their vehicle and service, to check on the progress of a part they ordered, or to check the progress of a vehicle that they ordered, or how the process is coming, if they have to reach out to you, they have failed.
15:20
SPEAKER_01: We have failed.
15:22
SPEAKER_01: Right?
15:22
SPEAKER_01: We should be the first point of contact every single time.
15:25
SPEAKER_01: Hey, just wanted to update you.
15:26
SPEAKER_01: Hey, here's where we're at, here's how it's going.
15:28
SPEAKER_01: And if you can do that and listen and learn, I think that helps avoid blind spots and taking that customer interaction and winning at that.
15:36
SPEAKER_05: I think so.
15:37
SPEAKER_05: And, you know, I think this next subject, um, and I got a quick story to go with this one, but it says what got you here won't always get you there.
15:46
SPEAKER_04: Oh, yeah.
15:46
SPEAKER_05: And that's a that's you know, you guys have heard us talk about this on the podcast of, you know, what built our business over the past 80 years and got us to this, you know, new facility and new structure and new scale is great.
15:58
SPEAKER_05: And that was successful, but it might not get us to where we need to go in the future.
16:02
SPEAKER_05: Uh recently I had one of my uh had a fireplace go out of my house.
16:07
SPEAKER_05: Like I could hear the igniter was trying to ignite the gas, but nothing ever happened.
16:12
SPEAKER_05: So I went through all the troubleshooting I could go through, and I'm like, okay, just call the place that originally installed them.
16:17
SPEAKER_05: And I won't say who it is.
16:19
SPEAKER_05: So I call them, I call them yesterday, okay, because I'm like, I know I need to get this done.
16:24
SPEAKER_05: We got family coming over for Christmas, this is important, blah, blah, blah, blah.
16:28
SPEAKER_05: So I call them.
16:28
SPEAKER_05: I got a, and they take down my information, um, and they said, Okay, we'll have somebody call you back to schedule service.
16:34
SPEAKER_05: I'm like, okay, great.
16:35
SPEAKER_05: So then I call them back today.
16:37
SPEAKER_05: All right.
16:38
SPEAKER_05: And then I'm still okay with that.
16:39
SPEAKER_05: They're a smaller company.
16:41
SPEAKER_05: And she said, okay, yeah, somebody usually calls you in 48 to 72 hours, usually about three or maybe four days, then to schedule your service.
16:50
SPEAKER_05: Looking way out.
16:51
SPEAKER_05: And I'm like, okay, I respect that.
16:54
SPEAKER_05: And I'm calm.
16:55
SPEAKER_05: I respect that.
16:56
SPEAKER_05: But I said, I just I need to know a little bit of if this is a solution for me or not.
17:02
SPEAKER_05: I said, when they call me, she goes, if you haven't heard from them by Thursday, Friday, call us back.
17:07
SPEAKER_05: And I said, I need to know when they call me.
17:10
SPEAKER_05: Are we scheduling one day out like they're scheduling for the next day?
17:14
SPEAKER_05: Or are we two weeks out, or we three weeks out?
17:16
SPEAKER_05: Because I'm needing to find a solution.
17:18
SPEAKER_05: I'm not upset.
17:19
SPEAKER_05: I just need clear expectations.
17:21
SPEAKER_05: And she said, Well, they should call you Friday, and then they'll be scheduling anywhere from a week to two weeks.
17:26
SPEAKER_01: Okay, thank you.
17:27
SPEAKER_01: Have a good day.
17:27
SPEAKER_05: You know, so then I know I got to take action, but I had to call them back and to and to go through all that.
17:33
SPEAKER_05: And they're a successful company.
17:35
SPEAKER_05: They've been here for a while, family-owned company.
17:38
SPEAKER_05: But just because that worked in the past, it's gonna slowly dwindle away their business and they're gonna look up and then all of a sudden they won't be two weeks scheduled out.
17:47
SPEAKER_05: They won't be three weeks scheduled out in search just because it's working today, but because it's easier and it's a different way to do business, it's you don't take somebody's number down and call them in three days to schedule a service appointment.
18:01
SPEAKER_01: If you think about that, like just in business, forget the company.
18:07
SPEAKER_01: If it takes and someone gave them that word track long ago, right?
18:12
SPEAKER_01: Like when they had to call the manufacturer and it's not the employees' fault.
18:16
SPEAKER_01: No, no, no, no.
18:16
SPEAKER_01: They said exactly what someone told them to do.
18:18
SPEAKER_01: But think about that.
18:20
SPEAKER_01: If you told me that, I can oftentimes, like what you're probably gonna end up doing is taking it apart yourself.
18:26
SPEAKER_01: I just know this, and and you're gonna catalog it.
18:29
SPEAKER_01: You can oftentimes find something, and I'm not just talking about me, it's a lot about me.
18:34
SPEAKER_01: You can find something on Amazon and have it delivered the same day because they're distribution warehouses, but they tell you to wait three to four days to call to look at their books to tell you that, hey, we can schedule it January 12th through the 18th.
18:52
SPEAKER_01: Will that work for you?
18:52
SPEAKER_05: And then flight coming back from Shankar.
18:54
SPEAKER_01: And then the problem is the technician will show up.
18:57
SPEAKER_01: He's like, Oh, you need an igniter.
19:00
SPEAKER_01: I can just see where this is going.
19:01
SPEAKER_01: I've done this a thousand times.
19:03
SPEAKER_01: And so then, like, okay, how quick can you have an igniter?
19:05
SPEAKER_01: And they're like, let me call my parts.
19:08
SPEAKER_01: So they call parts and they're like, hey, that's three to four weeks out.
19:11
SPEAKER_01: You'd be you'd be in March.
19:12
SPEAKER_01: It'd be March, and then I wouldn't even need the fireplace anymore.
19:15
SPEAKER_01: And and you would never call that company again.
19:17
SPEAKER_01: Not because they lied, sold or cheated from you, because what got them there is not today's how you do business.
19:24
SPEAKER_05: And I think you're spot on, obviously.
19:28
SPEAKER_05: But I'm not gonna go leave a bad Google review.
19:30
SPEAKER_05: No, no, no, no.
19:31
SPEAKER_05: I'm not gonna call yes, cuss.
19:32
SPEAKER_05: That's the silent blind spot.
19:34
SPEAKER_05: Or it's the silent one, which there's more of those out there than the Karen's.
19:38
SPEAKER_05: Yeah, no, no, no.
19:39
SPEAKER_01: I the the silent blind spot.
19:41
SPEAKER_01: It's funny, we were talking about at the sales tower last night about uh of all these like if you can find somebody that does a good job, like I I came home the other night and one of my huge windows in my living room was busted.
19:54
SPEAKER_01: And I was just like, oh, son of a gun.
19:57
SPEAKER_01: Like one, because of Our window escapade we had on another property.
20:03
SPEAKER_01: It took us over a year.
20:04
SPEAKER_01: Oh, yeah.
20:05
SPEAKER_01: You have PDS.
20:06
SPEAKER_01: I'd like to say the name of this company, but I won't.
20:08
SPEAKER_01: But so that was my it wasn't the cost because I knew the cost would be expensive, but it was what it was, right?
20:13
SPEAKER_01: They're 20-year-old windows.
20:15
SPEAKER_01: So I called someone I knew that does a lot of windows for us.
20:18
SPEAKER_01: I was like, hey, can you handle this thing?
20:20
SPEAKER_01: It's 69 inches by 64.
20:22
SPEAKER_01: She's like, good night.
20:23
SPEAKER_01: No way.
20:23
SPEAKER_01: That's humongous.
20:24
SPEAKER_01: I was like, yeah, you got anything out back we can fit in there?
20:27
SPEAKER_01: He's like, no.
20:28
SPEAKER_01: They're not going to have a rental.
20:29
SPEAKER_01: I said, all right, I trust you.
20:31
SPEAKER_01: Who do you know that can help me out uh efficiently?
20:35
SPEAKER_01: Yeah.
20:35
SPEAKER_01: And so he's like, I got this guy.
20:38
SPEAKER_01: This is gonna blow your mind because of what you've been through in the window.
20:44
SPEAKER_01: I called them, told them what the dimensions are.
20:48
SPEAKER_01: So in the time that I call them to the time that it was installed was less than nine days.
20:53
SPEAKER_01: Oh my gosh.
20:56
SPEAKER_01: You couldn't get a company to call you in nine weeks.
21:01
SPEAKER_01: Oh yeah, 55 plus windows with them.
21:04
SPEAKER_01: But because I knew somebody and they were like, hey, call this guy.
21:08
SPEAKER_01: And they called me on Saturday and they were like, hey, Mr.
21:11
SPEAKER_01: Lewis, um, weather doesn't look good next week.
21:14
SPEAKER_01: Can we come today?
21:15
SPEAKER_01: I said, Absolutely.
21:16
SPEAKER_01: I'm not home.
21:17
SPEAKER_01: Uh I'll unlock my door, don't let my dog or cat out.
21:20
SPEAKER_01: And thank you so much.
21:21
SPEAKER_01: He called me, he's like, Hey, you got a broom, I want to clean this up, you're done.
21:24
SPEAKER_01: I said, Send me the link so I can pay you right now.
21:27
SPEAKER_01: Please, can I give you a tip?
21:28
SPEAKER_01: Right?
21:28
SPEAKER_05: That's where a tip comes in.
21:30
SPEAKER_05: You know what I mean?
21:30
SPEAKER_01: A link for Google Review so I can give you a five star.
21:33
SPEAKER_05: I I think all those examples, like what you have to remember as a leader, and we all get stuck in this.
21:39
SPEAKER_05: And as a leader, if we don't talk to our employees about this, they're just doing what we told them back 15 years ago in orientation.
21:46
SPEAKER_05: Yeah.
21:46
SPEAKER_05: Is customers have options.
21:49
SPEAKER_01: They do.
21:49
SPEAKER_05: They have options.
21:51
SPEAKER_05: They're not, we're not the only game in town.
21:53
SPEAKER_05: I don't care what industry you're in unless you're NASA.
21:56
SPEAKER_01: You're still not the only one.
21:57
SPEAKER_05: But now NASA has competition.
21:59
SPEAKER_05: You know, everybody has competition.
22:01
SPEAKER_05: And that means that the customers quit getting upset when a customer is asking for a solution.
22:07
SPEAKER_05: You need to be the one finding the solution, or they'll just replace you.
22:11
SPEAKER_05: And that is the biggest blind spot of all.
22:14
SPEAKER_00: That's it.
22:14
SPEAKER_00: That's in everything we talked about.
22:16
SPEAKER_00: So there was, and you're listening to this saying, okay, there's two one off.
22:21
SPEAKER_00: It happens everywhere.
22:22
SPEAKER_00: Let me give you something that every single person listening to this podcast has went over.
22:26
SPEAKER_00: Okay.
22:26
SPEAKER_00: We talked about this.
22:27
SPEAKER_00: So you're in the fireplace, you had a window.
22:30
SPEAKER_00: I went to go get cell phones.
22:32
SPEAKER_00: That's a headache for everybody.
22:34
SPEAKER_00: I'd sit my wife to go get a cell phone going through.
22:36
SPEAKER_00: I was like, hey, run to Best Buy, they'll have it.
22:38
SPEAKER_00: You can buy it underneath and go through there.
22:41
SPEAKER_00: And the guy couldn't even open up the program to be able to go through.
22:46
SPEAKER_00: Said, ma'am, I don't know how to do this.
22:48
SPEAKER_00: The worker was there saying, ma'am, I don't know how to do this.
22:51
SPEAKER_00: Go to the ATT store.
22:53
SPEAKER_00: And they said, Oh, you're in luck.
22:55
SPEAKER_00: Uh, I don't have it, but I could have it and blah, blah, blah, this amount of time.
22:59
SPEAKER_00: I said, you know what?
23:00
SPEAKER_00: Just go home.
23:01
SPEAKER_00: I ordered it online on Wednesday.
23:02
SPEAKER_00: It was delivered on Thursday.
23:04
SPEAKER_00: People, people still want to do business local.
23:08
SPEAKER_00: They want to be able to go and get the service, but we have so many people, whether it be whatever industry it's in, that they're just saying, I can't do this, or it's going to be this out, or it's going to be this way because it's always been that way.
23:22
SPEAKER_00: No, you have to evolve and have the customer service level to where you can take care of a customer and meet them at their needs.
23:30
SPEAKER_00: Like whenever we talk about parts for any of our customers during the holidays, if we have to put somebody in to drive five hours, we'll do it to be able to get our customer what they need.
23:41
SPEAKER_00: They're not asking them to tell you, they're not asking you to tell them, hey, it's going to be this expensive.
23:48
SPEAKER_00: They just want a solution.
23:49
SPEAKER_01: Because generally speaking, you've never said, hey, I need it really fast, I need it really good, and I need it really cheap.
23:56
SPEAKER_01: You can have two of the three.
23:57
SPEAKER_01: But in any of those scenarios, a majority of the time you want good value, but you have people coming over for Christmas.
24:04
SPEAKER_01: They know when Christmas is, right?
24:07
SPEAKER_01: And they have not been programmed to say, you know what?
24:11
SPEAKER_01: We have an option for a fast track.
24:14
SPEAKER_05: They could have said, hey, we're booked up for two weeks.
24:17
SPEAKER_05: However, we've talked to some of our employees that are willing to work on Saturday.
24:20
SPEAKER_05: Now we've had to offer them more money if you need an express service.
24:24
SPEAKER_05: I don't know if you need it done before Christmas or not, but you could do it Saturday.
24:27
SPEAKER_05: We got to pay them time and a half.
24:29
SPEAKER_05: I'd be like, okay, sign me up.
24:31
SPEAKER_05: Thank you for giving me those options.
24:32
SPEAKER_05: Okay.
24:33
SPEAKER_01: Just think that.
24:34
SPEAKER_01: And even if you think I would never pay that, how many people are getting food delivered to their house?
24:39
SPEAKER_01: And it's generally 50% higher.
24:43
SPEAKER_01: Yeah, at least.
24:43
SPEAKER_01: Right?
24:44
SPEAKER_05: Now you got to explain it though.
24:45
SPEAKER_05: Yeah, yeah, yeah.
24:46
SPEAKER_01: You know.
24:46
SPEAKER_01: Yeah, no, no, no.
24:47
SPEAKER_01: You do do not assume any of it.
24:48
SPEAKER_01: Yeah.
24:49
SPEAKER_01: But just like, hey, I got an option that's normally going to be this long, or it sounds like you're kind of in a rush.
24:54
SPEAKER_01: We have an expedited version.
24:55
SPEAKER_01: Would you like to hear about that?
24:56
SPEAKER_02: Yep.
24:57
SPEAKER_01: Right?
24:57
SPEAKER_01: So same thing in shipping.
24:58
SPEAKER_01: They give you this, this, this, or this.
25:00
SPEAKER_01: And based on, and it'll, it's probably a hundred percent greater in cost every single time.
25:06
SPEAKER_01: Right.
25:08
SPEAKER_01: And but it's the option.
25:10
SPEAKER_01: And probably if you surveyed those delivering companies, they would say majority of the time people pick the quicker time.
25:16
SPEAKER_05: Yeah, I bet so.
25:17
SPEAKER_05: And spend more money.
25:18
SPEAKER_05: But since you gave them the options, then they made the decision that was their choice.
25:23
SPEAKER_05: Hey, here's the next one.
25:24
SPEAKER_05: I think y'all are gonna have some great input on this.
25:26
SPEAKER_05: Why are blind spots so hard to see yourself?
25:32
SPEAKER_05: You know, why is it hard for any of these stories we talked about?
25:36
SPEAKER_05: You know, the the the fireplace, the the cell phone, the other instances you're talking about, that those people thought that they killed it and they did exactly what they were supposed to, yet they were so far away from being able to achieve it.
25:50
SPEAKER_05: Why are blind spots so hard to see yourself?
25:54
SPEAKER_01: Well, and and it says in yourself, but if you think yourself or in yourself, either way, I there's a lot of different ways, right?
26:03
SPEAKER_01: And there's a lot of different reasons.
26:04
SPEAKER_01: It's may maybe you don't overly care about what you're doing.
26:08
SPEAKER_01: Okay, right.
26:08
SPEAKER_01: So then you're just going through the process, like you were midway in a story about gossip, and someone called and you're like, Thank you for gone.
26:18
SPEAKER_01: Dan's windows, how's it going?
26:20
SPEAKER_01: Yeah.
26:20
SPEAKER_01: And like, hey, how long does it take to get a window?
26:22
SPEAKER_01: Oh, normally 18 to 16 weeks.
26:24
SPEAKER_01: And they're like, Oh my gosh.
26:25
SPEAKER_01: It's like, is there a faster option?
26:26
SPEAKER_01: Nope.
26:27
SPEAKER_01: Normally 18 to 16 weeks.
26:28
SPEAKER_01: Gotta pay up front, right?
26:30
SPEAKER_02: Yeah.
26:30
SPEAKER_01: And like, all right, well, let me know if you have any more questions.
26:32
SPEAKER_01: And it's like, well, like I was saying, so I would say one, you don't overly care.
26:37
SPEAKER_01: So you're never dissecting it.
26:40
SPEAKER_01: Uh, but two, it's if you don't believe in yourself that you're one that you're better at it than a lot of people, then you know, so if you believe in yourself, you think you don't have blind spots.
26:55
SPEAKER_01: That's right.
26:55
SPEAKER_01: Right?
26:55
SPEAKER_01: You're thinking you're doing it the best, the best or most efficient way.
26:58
SPEAKER_00: Well, and you're not coachable.
27:00
SPEAKER_00: We talked about this yesterday in a manager meeting.
27:02
SPEAKER_00: It's it we'll go to football.
27:04
SPEAKER_00: We just always can relate back to football, but you're greats, your quarterback greats.
27:09
SPEAKER_00: When they go to the sideline, whether they did good, they did bad, what are they doing?
27:12
SPEAKER_00: They're sitting there, they're studying, and they're going over.
27:14
SPEAKER_00: So whenever I leave, whether I was successful in providing the service to you, getting a new window, anything else, I go back and review that.
27:23
SPEAKER_00: And I would say 90 plus percent of people do not go back and review.
27:28
SPEAKER_00: I talked to you on the phone, you answered, and I heard about that.
27:32
SPEAKER_00: I'm like, oh great.
27:33
SPEAKER_00: He was just mean, didn't want a solution.
27:35
SPEAKER_00: So I moved on to the next person.
27:37
SPEAKER_00: So they don't have they just don't have necessarily the process in place to where they go back and they want to humble themselves and say, hey, I didn't serve this person at the highest level.
27:50
SPEAKER_05: It all starts at the leadership level.
27:53
SPEAKER_05: And I'll tell you what I see as a common factor when when people are just stuck, what's called in the forest, same thing as the blind spot, is they're not constantly evaluating themselves versus others.
28:07
SPEAKER_05: They're stuck into this of I think we're killing it, nobody else is close.
28:11
SPEAKER_05: Well, are you?
28:12
SPEAKER_05: Is it just because emotionally you feel that way?
28:15
SPEAKER_05: Is it just because you're two weeks backed up on service?
28:17
SPEAKER_05: What's your benchmark there?
28:19
SPEAKER_05: And, you know, again, sports is easy to relate to.
28:23
SPEAKER_05: Every single week, how many stats are out there on sports?
28:26
SPEAKER_05: I mean, they've got how many people made third down, the third game of the year, and how many did this and that when their leg was hurt, how many less.
28:34
SPEAKER_05: I the the game was it last night when the Dolphins were playing, they were talking about the stat on the Dolphins record when they go to below X amount of degrees.
28:44
SPEAKER_05: You know, all these stats, but but they're always comparing themselves to find blind spots and opportunities to grow.
28:51
SPEAKER_05: In your business, okay, how do you do that?
28:53
SPEAKER_05: Well, you get around others, you realize too, and here's something I've realized, especially you guys have heard me talk about this, especially in the five last five years, is that each business is not on an island by itself.
29:07
SPEAKER_05: Business is business is business.
29:09
SPEAKER_05: You have people and processes, and you just change the product.
29:13
SPEAKER_05: That's it.
29:14
SPEAKER_05: But so many people, even within our organization, we used to have this manager in our collision center, and he wouldn't let us pour into him because he thought his business was so much different, we didn't understand it.
29:27
SPEAKER_05: It's just a different product.
29:30
SPEAKER_05: So you've got to constantly be looking outside.
29:33
SPEAKER_05: And the thing we have our teams do all the time is they'll send in inquiries, they'll send in leads, they'll call other dealerships to figure out hey, we think we're killing it, but let's look, let's be vulnerable for a second and see and not let these blind spots come up and just whack us and keep us from success.
29:50
SPEAKER_05: But that starts at the leader level.
29:52
SPEAKER_05: Like, don't expect that your employee at down at ground zero is gonna bring that up to you.
29:58
SPEAKER_05: Like, hey, boss, I mystery shopped 10 of our competitors in the HVAC business, and here's what I found.
30:04
SPEAKER_04: No.
30:04
SPEAKER_05: That's gonna start from leadership down.
30:06
SPEAKER_04: Yeah.
30:07
SPEAKER_05: You know, certainly there.
30:08
SPEAKER_05: And that really kind of rolls into, you know, where where most leaders assume that they're doing fine, but aren't they?
30:13
SPEAKER_05: Well, you put the thermometer in and you become vulnerable.
30:16
SPEAKER_05: And you go, okay, I think I'm killing it, but there's probably somebody out there that's better at doing it.
30:20
SPEAKER_01: Gosh, there's a lot to a lot to learn and a lot to grow, you know, that that says, okay, I'm here, but I want to go there, or at least want to stay the same.
30:28
SPEAKER_01: So I need to be competitive, and you just got to see what else is offered out.
30:32
SPEAKER_01: Like you'll learn so much just by seeing what's offered out there.
30:36
SPEAKER_05: Oh, that's right, for sure.
30:38
SPEAKER_05: All right, next up is the Christmas reflection.
30:42
SPEAKER_05: What do you got?
30:43
SPEAKER_05: If your team gave you one piece of honest feedback as a Christmas gift, what do you think it would be?
30:50
SPEAKER_01: I don't know if it was a Christmas gift.
30:52
SPEAKER_01: It might not be something you want to open.
30:56
SPEAKER_05: I, you know, I'm gonna take let me take a stab at this.
30:59
SPEAKER_05: Um, and then we can just correct each other because we probably know each other what it would be.
31:04
SPEAKER_05: Um, I'll say a funny one, but maybe not a funny one, is you you would probably get some feedback from our team members of Matt needs to not walk so fast when he's walking between the buildings or within the store because I can't even catch up to him to talk to him about something.
31:24
SPEAKER_05: You know, that's it's that's a good one.
31:26
SPEAKER_05: So, you know, maybe, you know, and that's could be a blind spot in my mind.
31:31
SPEAKER_05: You know, I'm thinking, hey, I gotta get there quicker because it's boom, boom, boom, timeline.
31:37
SPEAKER_05: And uh sometimes that's intentional.
31:41
SPEAKER_05: You know, there because I know that so and so that I gotta go past is just gonna want to gossip.
31:47
SPEAKER_05: And it's very hard to clarify who's just wanting to gossip and talk, and then who really has a subject that we need to talk about that could improve the business.
31:59
SPEAKER_05: You know, so I probably said that would be one.
32:03
SPEAKER_00: Yeah, probably one of mine would be uh if feedback coming, and this is probably my fault of growing up, but any of the employees that I've worked with a long time, they I love and they come to me and they say, Well, Taylor's gotten too busy.
32:20
SPEAKER_00: Well, it's because I've grown and I hadn't been able to go back and still hold their hand through.
32:26
SPEAKER_00: And they've become accustomed to me going over the top and helping them way overboard with so I laugh whenever they come through and they're, oh, you're just too busy for me.
32:35
SPEAKER_00: No, I'm not too busy with you.
32:37
SPEAKER_00: You should have grown some.
32:39
SPEAKER_00: I need you to continue to go.
32:40
SPEAKER_00: So they would tell me, just out of, I don't know, whether giving me a hard time or not.
32:45
SPEAKER_00: You know, that's a great point.
32:46
SPEAKER_05: Hopefully, some of the some people out there are listening.
32:48
SPEAKER_05: I was about to say some of them.
32:49
SPEAKER_05: Yeah.
32:50
SPEAKER_05: Some people are listening.
32:51
SPEAKER_05: People of them.
32:52
SPEAKER_05: But but think about growing up.
32:54
SPEAKER_05: Okay, think about like when you're a little child, somebody changed your diaper.
32:58
SPEAKER_05: You know what I mean?
32:59
SPEAKER_05: And then they spoon fed you.
33:00
SPEAKER_05: And then, okay, now all of a sudden, yay, you can potty by yourself.
33:04
SPEAKER_05: Yeah.
33:05
SPEAKER_05: Okay.
33:05
SPEAKER_05: And then you can feed yourself.
33:06
SPEAKER_05: And now all of a sudden you can take a shower yourself.
33:08
SPEAKER_05: Now you can drive yourself.
33:10
SPEAKER_05: And then now you moved out of the house.
33:12
SPEAKER_05: Mom and dad are still there, but you're not asking them to spoon feed you and to change your diaper anymore.
33:18
SPEAKER_05: Okay.
33:18
SPEAKER_05: You should grow.
33:20
SPEAKER_05: Yes.
33:21
SPEAKER_05: You know, keep that relationship, but you should grow.
33:23
SPEAKER_01: Yeah, you should still ask questions.
33:25
SPEAKER_01: They should just be at another level.
33:26
SPEAKER_01: At a different level.
33:27
SPEAKER_01: Don't keep asking the same question.
33:29
SPEAKER_01: And uh over and over again.
33:32
SPEAKER_01: Wow.
33:33
SPEAKER_01: I I uh I I think it depends each one of us who you ask and what kind of feedback they would give us.
33:40
SPEAKER_01: I would say one thing, uh not say it's walking, but people would generally say maybe I wish Shelby wasn't so intense.
33:52
SPEAKER_01: Yeah.
33:52
SPEAKER_01: And some things.
33:54
SPEAKER_01: You know, sometimes they're like, I wish he was just normal, right?
33:58
SPEAKER_01: Whatever it may be, of efficiency, uh, my wife would certainly say that of organization, or can you not be so intense in this moment of like, no, no, no, like you should be able to get so much done in this amount of time.
34:11
SPEAKER_01: Yeah.
34:12
SPEAKER_01: You know, and that's just the that's the madness in me of just like there should be so much that we could get done.
34:20
SPEAKER_01: Why are we falling short on that?
34:21
SPEAKER_01: And I'd say 90% of the time I am an encouraging style of, hey, this is opportunity.
34:28
SPEAKER_01: Hey, did you guys see this?
34:30
SPEAKER_01: And then the other 10% might be like, all right, I've asked enough.
34:34
SPEAKER_01: Here's what we're doing.
34:35
SPEAKER_01: We need to do this, this, this, and this.
34:37
SPEAKER_01: So maybe maybe somebody wrapped up up in a gift and say, hey, maybe I wish you weren't so intense.
34:42
SPEAKER_01: I don't know.
34:43
SPEAKER_01: I was trying to pull up the um, we sent out a uh survey for our Christmas party to our employees.
34:48
SPEAKER_01: Christmas party top golf.
34:50
SPEAKER_01: It was a lot of fun to try to figure out was it what people wanted?
34:54
SPEAKER_01: You know, it's tough.
34:56
SPEAKER_01: So 250 plus employees that we said, hey, I want to be there with their families.
35:02
SPEAKER_01: So well over 600 people, right?
35:04
SPEAKER_01: Not the whole top floor, top goth.
35:06
SPEAKER_01: But one, it was very expensive.
35:08
SPEAKER_01: Yeah.
35:08
SPEAKER_01: Want to make sure he's it real.
35:09
SPEAKER_05: And I think, you know, as we're talking about that, and as we've talked to some key leaders to help us with some of these surveys back, it's it's tricky because we do our Christmas party not like everybody else.
35:22
SPEAKER_05: We encourage and we invite family members there, and the kids are there and everything else.
35:27
SPEAKER_05: So it's tough to just rent out a ballroom and have a casino night or just have an open bar because we want them to bring their family.
35:36
SPEAKER_05: Family.
35:37
SPEAKER_05: And guys, let's just be honest.
35:39
SPEAKER_05: With kids, you have to have an activity.
35:41
SPEAKER_05: That it's not gonna work to have a bunch of cocktail tables and them sit around and talk.
35:45
SPEAKER_05: Now, that might connect some of the employees better, and but it wouldn't connect the family as well.
35:52
SPEAKER_05: So there's been a little bit of back and forth on that of like, okay, well, there's this style, but yeah, that wouldn't work with a family, and we don't want to give that aspect of it up.
36:00
SPEAKER_05: Yeah.
36:01
SPEAKER_05: So yeah, that's good.
36:03
SPEAKER_05: That's good for sure.
36:04
SPEAKER_05: All right.
36:05
SPEAKER_05: So next up, we're talking about common blind spots.
36:09
SPEAKER_05: Leaders don't realize that they actually have.
36:14
SPEAKER_01: So think about that.
36:15
SPEAKER_01: Common blind spots that leaders have but don't realize that they have.
36:20
SPEAKER_05: Okay.
36:20
SPEAKER_01: Right?
36:21
SPEAKER_01: Pretty basic and simple, but very far away from basic and simple.
36:25
SPEAKER_01: Thinking that you're more clear than you actually are.
36:28
SPEAKER_04: Yeah.
36:29
SPEAKER_01: I'm a raise my hand and say, I am super guilty in that.
36:32
SPEAKER_01: Working on it, getting much better than I actually have been, so that I communicate that, but like think about when something goes wrong.
36:39
SPEAKER_01: I'm just like, I golly, I thought it was super crystal clear.
36:43
SPEAKER_01: Every Friday and Saturday, this needs to happen.
36:46
SPEAKER_01: When you get here first thing in the morning, this thing needs to happen.
36:50
SPEAKER_01: And you think you're just crystal clear in that, and then there was a blind spot.
36:56
SPEAKER_01: And maybe you were crystal clear initiating the process, but there wasn't then the following up to it of something written down and you didn't circle back and follow up to say, hey, just following up, it's Monday again.
37:10
SPEAKER_01: Did we do this?
37:11
SPEAKER_01: Do you have any questions?
37:12
SPEAKER_01: Do you still have the pieces, the parts, the time, and all those?
37:16
SPEAKER_05: I think one of the things that really helped me with what you brought up, and you guys are gonna laugh about this because I talk about it all the time now, is the learning pyramid.
37:26
SPEAKER_05: And that comes from the education industry.
37:28
SPEAKER_05: And if you've been in any kind of uh uh lecture or speech we've talked about, we always bring this learning pyramid up.
37:34
SPEAKER_05: It really helps to understand the retention rate that people have that you're talking to.
37:40
SPEAKER_05: So you won't get frustrated.
37:42
SPEAKER_05: You got to remember during the lecture, and just Google it up, look for the image, the learning pyramid.
37:46
SPEAKER_05: But during a lecture, they only retain 5% of it.
37:48
SPEAKER_05: If you're reading, it's 10%.
37:50
SPEAKER_05: However, if you're teaching, it's 90%.
37:53
SPEAKER_05: So it's flip-flop and you're teaching it and you think everybody got it, and two weeks later they're not doing any of it.
37:58
SPEAKER_05: And it's because you only gave the lecture and that was a 5% retention rate.
38:03
SPEAKER_05: You know, so that is a big blind spot for people because they go over a process procedure and they've got a PowerPoint presentation, you send out a memo, you send out an email, and you're like, done, it's good, on to the next deal.
38:18
SPEAKER_05: It's not done.
38:19
SPEAKER_05: You introduced it.
38:21
SPEAKER_05: You have a 5% retention rate on that.
38:24
SPEAKER_05: So then you got to get the group back together.
38:26
SPEAKER_05: Need to discuss it.
38:27
SPEAKER_05: That'll get you to a 50%.
38:29
SPEAKER_05: So that's a 10x.
38:30
SPEAKER_03: Yeah.
38:30
SPEAKER_05: Like introduce it.
38:31
SPEAKER_05: Okay, let's get into groups of three or four and talk about how we're gonna implement this, and then we'll talk together any blind spots that you guys may see.
38:40
SPEAKER_05: Now let's all get up and practice, drill, and rehearse.
38:43
SPEAKER_05: Act like we've got a customer on the phone.
38:44
SPEAKER_05: We each have a room full of phones.
38:46
SPEAKER_05: Remember, we put all the phones out.
38:47
SPEAKER_04: Yeah, yeah.
38:48
SPEAKER_05: Because once you practice by doing, then that's 75%.
38:52
SPEAKER_05: So you just got to remember those.
38:53
SPEAKER_05: Because if not, and we've all been there, it just frustrates the crap out of you.
38:57
SPEAKER_01: That drive you nuts because you've moved on to the next item to handle.
39:01
SPEAKER_01: And my my busyness and my intensity says I address that, I handled that.
39:06
SPEAKER_01: Now, next problem, next opportunity, next solution.
39:10
SPEAKER_01: And then you just happen to circle back around and you're like, whoa, whoa, whoa, whoa, whoa, I thought I lit that candle.
39:15
SPEAKER_01: I thought I pushed that train down the tracks, right?
39:18
SPEAKER_01: Why is it still sitting here?
39:20
SPEAKER_01: What happened?
39:21
SPEAKER_01: And it's because in any industry there will be so many distractions.
39:26
SPEAKER_01: Like we'll say, hey, I need product to help me move this.
39:29
SPEAKER_01: Well, then product will get asked by seven other people.
39:32
SPEAKER_01: Then I, you know, every single day we featured a car of the day.
39:35
SPEAKER_01: And so that's the first thing.
39:36
SPEAKER_01: And you guys know my philosophy on getting prepared for something, do it the day before.
39:40
SPEAKER_01: And I've I've pushed this to managers, hey, I need this, I need this, I need this.
39:44
SPEAKER_01: And first thing in the morning, I want the car of the day ready to go so it can last all day, right?
39:50
SPEAKER_01: If you get 100% and you release it.
39:52
SPEAKER_01: So yesterday I kept, I was like, where is this car of the day at?
39:55
SPEAKER_01: And I was asking, man, it was like one o'clock, and I was like, guys, you realize.
40:00
SPEAKER_01: This still has to get shot, edited, and sent out to the world to then scroll and see it because that's the whole point of this.
40:07
SPEAKER_01: And we've already wasted half of our energy, half of our battery.
40:11
SPEAKER_01: I was like, what in the heck?
40:12
SPEAKER_01: So we went over to our key track, who's got the keys to this thing, and it was oh, it's a CT out, it's CTN, don't know.
40:18
SPEAKER_01: It's just like ping-pong everywhere.
40:19
SPEAKER_01: And I was like, this guy has it.
40:21
SPEAKER_01: And he'd brought it the key up.
40:22
SPEAKER_01: He's like, is this it?
40:23
SPEAKER_01: And I was like, get the car up here now, please.
40:27
SPEAKER_01: Like that was me being nice of not just taking the key and doing it, but realizing they're getting pulled in all different directions and they're trying to figure out what's my hierarchy of direction I need to go.
40:36
SPEAKER_01: So just saying it and thinking that was crystal clear is less than 5% was actually retained.
40:43
SPEAKER_05: And I didn't even realize I did a uh internship during college with a um motivational leader.
40:48
SPEAKER_05: His name was Paul Cummings, and he would he would stand up and he would introduce whatever the subject was of leadership.
40:55
SPEAKER_05: Okay.
40:56
SPEAKER_05: And then we would all stand up and we went through a segment called I Say You Say.
41:02
SPEAKER_05: And he would say it, they would repeat.
41:04
SPEAKER_05: No different than when you were a kid.
41:05
SPEAKER_05: I mean, this is really elementary.
41:07
SPEAKER_05: I say you say.
41:08
SPEAKER_05: Okay.
41:09
SPEAKER_05: Then we would break out into groups of two and repeat it to each other on practice drilling and rehearsing.
41:16
SPEAKER_05: And then the fourth step was he would call people out to come in front of the room.
41:20
SPEAKER_05: We may have only covered one subject in 45 minutes, but by the end of that, we had gone through the lecture, the I say you say, the practice drill and rehearse, and then coming in front of the class and doing it.
41:33
SPEAKER_05: So we were crystal clear, and then we knew it.
41:38
SPEAKER_05: And that was more effective at one subject that 90% of the group got and had, and it was installed, versus going over 10 subjects that only 5% got part of it.
41:50
SPEAKER_01: And that's so tricky as a presenter, a manager, a leader to say, I am wasting my time by only bringing up one item.
41:59
SPEAKER_01: Me, intense person in learning that says, I could I should be able to go over three objections.
42:04
SPEAKER_01: I should be able to cover this new item, this new item, this item in 30 to 45 minutes, and we should be golden.
42:11
SPEAKER_01: But at the end, I've had to slow down, then I've also had to implement things to say, here's how you will learn more.
42:17
SPEAKER_01: Sure.
42:18
SPEAKER_01: But if you if you do need to slow down and go through those steps so that it is proven and it actually is plugged in and working, it's important to slow down, sharpen your axe before you just keep whacking the tree.
42:31
SPEAKER_01: You know, so that realizing that there.
42:33
SPEAKER_01: All right, so think of this believing effort equals effectiveness.
42:38
SPEAKER_01: So what's your thoughts on that?
42:40
SPEAKER_01: If you have a believing effort, does that equal effectiveness?
42:44
SPEAKER_05: Um that starts the idea that it can work, but must be followed up with the next action.
42:52
SPEAKER_05: Okay.
42:53
SPEAKER_05: You know, so I I think that there is some truth to that because if if you don't believe that you can accomplish this, if you don't believe in what you guys are gonna do, it'll never get started.
43:04
SPEAKER_05: But that just starts the fire, and then you have to follow up with the action and how we're going to achieve that.
43:10
SPEAKER_01: Yep.
43:11
SPEAKER_01: Assuming silence means agreement.
43:14
SPEAKER_01: Like that's a tough thing because it is so rare that you get pushback.
43:18
SPEAKER_00: Yes.
43:19
SPEAKER_01: Right?
43:19
SPEAKER_01: That that someone so if you just we're talking about blind spots that leaders don't realize they have, if you assume, hey, anybody, even if you go further and say, hey, does anybody have any questions?
43:30
SPEAKER_01: And there's silence.
43:32
SPEAKER_01: It's like, okay, so I assume no questions, everybody's good to go, right?
43:36
SPEAKER_01: And assuming that means agreement.
43:38
SPEAKER_05: Yeah, and very rarely is anybody gonna say anything.
43:42
SPEAKER_05: They just aren't, you know.
43:44
SPEAKER_05: So unless it's something simple, like somebody has a question about an incentive, you know, they'll ask about that.
43:51
SPEAKER_04: Yeah.
43:51
SPEAKER_05: But if it's a new process, if we're talking about this or that, they're just they're not gonna say anything.
43:56
SPEAKER_05: And some of them are just being silent saying, get the heck out of your meeting because your meetings are boring.
44:01
SPEAKER_05: You know what I mean?
44:02
SPEAKER_05: I mean, let's be honest.
44:03
SPEAKER_05: Yeah.
44:03
SPEAKER_05: Like, like if you're if people cringe coming to your meetings, that's on you.
44:07
SPEAKER_05: Fix your meeting.
44:08
SPEAKER_05: Yeah.
44:09
SPEAKER_05: Um, if it's a smaller group, no, we can't do it with our big group because it would, it would just last too long.
44:14
SPEAKER_05: Um, so we tell them to write things down.
44:16
SPEAKER_05: But when it's our smaller group of six, seven, ten, twelve people, then sometimes we'll go through in the end and give me your one takeaway, give me your one or two actions, and we'll write it on the board up there.
44:27
SPEAKER_05: So we force that instead of just asking the question.
44:30
SPEAKER_00: Yeah.
44:30
SPEAKER_00: I think it it's twofold as well.
44:33
SPEAKER_00: From one, they don't want to let you down, like not responding.
44:37
SPEAKER_00: Like if I ask and say, hey Shelby, I need you to show me how to work this on the computer.
44:42
SPEAKER_00: I feel like I'm letting him down by not already knowing that.
44:46
SPEAKER_00: And then two, their second, their pride comes in, like, oh, I know how to do all this.
44:50
SPEAKER_00: I don't need to ask for help on it.
44:52
SPEAKER_00: This morning I was going through with the manager that I had gone over pretty quick with, but it was taking some time, like, okay, because you know, a lot of times things that are outside out of mind, you don't necessarily go and sit down and go through with.
45:06
SPEAKER_00: And so I was working through all of my things there.
45:08
SPEAKER_00: And hey, what'd you just do on that deal?
45:10
SPEAKER_00: Let's go through it real quick.
45:12
SPEAKER_00: And do you know how to do this?
45:13
SPEAKER_00: So it was secondary to go through on um printing off the full rebates and incentives and everything else.
45:18
SPEAKER_00: He's like, No, I didn't know that.
45:20
SPEAKER_00: So, okay, great.
45:20
SPEAKER_00: Let me show you this.
45:21
SPEAKER_00: This is how it needs to be set up going through finance.
45:24
SPEAKER_00: I said, pull up a deal and let's check for going through rebates and incentives.
45:28
SPEAKER_00: And he said, Oh, yeah, look over here, the whole, let me pull this other.
45:31
SPEAKER_00: I was like, Nope, go back to that other deal.
45:32
SPEAKER_00: He's like, Well, yeah, but I need to pull all my rebates and incentives.
45:36
SPEAKER_00: I said, Great, let me show you this.
45:37
SPEAKER_00: I thought you knew this, but out of Ford's system, you can actually work it out of the whole pencil.
45:43
SPEAKER_00: He wasn't gonna say, one, I don't know how to do that because he's new to the team and doesn't want to say, hey, I need help.
45:48
SPEAKER_00: Yeah.
45:49
SPEAKER_00: But me going and inspecting and saying, no, let me show you this.
45:53
SPEAKER_00: This is the way that it needs to be structured and going through.
45:56
SPEAKER_00: You have to circle back around to your team sometimes because in a group atmosphere, they're gonna be embarrassed by their colleagues as well because they're gonna be the only one asking for help.
46:07
SPEAKER_00: Yeah.
46:08
SPEAKER_01: Super good there.
46:09
SPEAKER_01: This one uh just uh circles to the other ones, but not realizing how closely people watch your reactions.
46:17
SPEAKER_01: They always do, always they're always watching Wazowski, always watching.
46:22
SPEAKER_00: Where they see that one, and it really hits you is whenever you make a reaction, not necessarily by even anyone else in your group to get a response from, like you make a reaction because you were just reacting and you're moving on, and then you hear either from that group or someone else that they said, Shelby acted this way whenever.
46:42
SPEAKER_00: Like, what do you mean I acted that way?
46:44
SPEAKER_00: I didn't even say anything to anybody, but it's the way you respond to the situation, and then whoever was in the group around you then told others so you can see how fast it does travel.
46:56
SPEAKER_01: Uh not that I'm I'm all for giving kudos or pats on the back, but that's one thing that we've always been around and uh we get from our dad uh is to not overreact to situations.
47:09
SPEAKER_01: And it's it's the way that you do business, it's the way that you lead, because we've had some mangers and I even had a heart to heart with the manager and said, in the position that we're in now, and I was talking about my position and his position, said, You don't get the opportunity to act that way.
47:24
SPEAKER_01: Yeah.
47:24
SPEAKER_01: We no longer can act that way.
47:26
SPEAKER_01: When we were kids, we could act like kids.
47:29
SPEAKER_01: When we were just this person, this person, you could act that way because you didn't have that influence.
47:34
SPEAKER_01: One, you're losing respect by doing that, but two, everyone's watching.
47:39
SPEAKER_01: Even if no one's around, somehow someone is paying attention and they are the house mouse gonna talk about everybody.
47:49
SPEAKER_01: So you just have to think about that.
47:50
SPEAKER_01: So that that's one thing that we haven't had to work as hard at, but just to de-escalate and just like no matter what it is, like, hey, and that's the thing, like when my w window was blown out and I knew it was gonna be expensive and the time was gonna be long.
48:07
SPEAKER_01: I was like, okay, well, let's get inside and figure it out.
48:10
SPEAKER_01: And my wife was just like, uh, and the kids were just like, oh, and I was like, all right, what are we having for dinner?
48:16
SPEAKER_01: Yeah.
48:16
SPEAKER_01: And you know, it's it's it's pretty natural to us, thankfully, blessed, but uh it's not to everyone because everyone is watching how you react to this situation.
48:25
SPEAKER_00: I don't know.
48:26
SPEAKER_00: Human nature is for you to have a stressful situation such as that and it explode.
48:31
SPEAKER_00: That drives me nuts.
48:32
SPEAKER_01: Explode in the moment.
48:33
SPEAKER_01: I like to act like nothing happened.
48:35
SPEAKER_05: Okay, let's rock on.
48:37
SPEAKER_01: Yeah.
48:37
SPEAKER_00: You know, like I like Like back in the day whenever the RAM saw its reflection, you said, yeah, I mean, uh like anything, right?
48:48
SPEAKER_01: I won't go anymore.
48:49
SPEAKER_01: People are gonna say I'm more intense.
48:51
SPEAKER_01: So I'll just shut up there.
48:52
SPEAKER_01: But uh just like think about it.
48:53
SPEAKER_05: But that's developed, like we weren't born with that.
48:56
SPEAKER_05: No, no, no.
48:56
SPEAKER_05: So the like if you're going, man, that's me, I overreact.
49:00
SPEAKER_05: And I know some good business leaders out there, but man, do they fly off the handle?
49:06
SPEAKER_05: Man, do they fly off the handle?
49:08
SPEAKER_05: And I'm like, and I've tried to help them because I'm just friends of theirs, and you know, they can't fire me.
49:14
SPEAKER_05: I mean, I guess they can fire me as a friend, but you know, I'm like, dude, just pause.
49:20
SPEAKER_05: Like, just walk around the building one time before you react to that.
49:24
SPEAKER_05: Just deal with it after lunch, unless the building's actually on fire or somebody's got a gun in your head.
49:30
SPEAKER_05: Yeah.
49:31
SPEAKER_05: Like, like just pause.
49:32
SPEAKER_05: It's so powerful if you'll pause and your emotions go down.
49:36
SPEAKER_05: You can make a clear decision that's not gonna have some fallout that later on you're gonna regret.
49:43
SPEAKER_05: That's a huge blind spot that y'all brought up there, is just the emotions.
49:47
SPEAKER_05: Everything's not fight or flight.
49:49
SPEAKER_05: No.
49:49
SPEAKER_05: Actually, very few things are fight or flight.
49:52
SPEAKER_05: Very, very, very few.
49:53
SPEAKER_05: Now you're gonna want to just blow up and fly off the handle.
49:57
SPEAKER_05: And I feel that way, but the way I address that trigger inside of me is breathe through it.
50:04
SPEAKER_05: Can't address it right this second.
50:06
SPEAKER_05: Walk around the building, gather some more information, but stop making emotional decisions.
50:12
SPEAKER_00: And and learn that and push it down to your team.
50:15
SPEAKER_00: I had one of our managers on the other team, you know, it was so good.
50:20
SPEAKER_00: So he's grown so much, he's still wild as can be, but has grown so much.
50:25
SPEAKER_00: And I had this customer that it just rode him like the NFR rodeo, just over and over and over again.
50:33
SPEAKER_00: And this customer, bless their heart, everything kept happening to them.
50:37
SPEAKER_00: Fix their, fixed their vehicle.
50:39
SPEAKER_00: They bought from us, it broke down again.
50:41
SPEAKER_00: They lived in Fort Smith, got it back again, fixed it again, it broke down.
50:45
SPEAKER_00: Fixed it a third time, it broke down again.
50:47
SPEAKER_00: And we're like, we are trying our best, get it all to go.
50:50
SPEAKER_00: They're in there, hauler and everything.
50:52
SPEAKER_00: Manager, sales manager that didn't even sell it to them is having to deal with this whole thing, going through it.
50:58
SPEAKER_00: So we get it all done.
51:00
SPEAKER_00: Tow truck driver delivering a vehicle, rolls off of a rollback that didn't even then just smashes into the side of their vehicle, but had to go through the whole thing.
51:08
SPEAKER_00: Needless to say, we did a great job of going through the whole process, but I was so proud of the manager because he's learned and adapted from other leaders around him that he killed it.
51:20
SPEAKER_00: He killed it.
51:21
SPEAKER_00: They left in a completely brand new vehicle and they were tickled.
51:25
SPEAKER_00: They were thrilled, loved this process.
51:27
SPEAKER_00: Not everyone can do that.
51:29
SPEAKER_00: That's good.
51:30
SPEAKER_01: Yeah, that takes a lot of coaching.
51:32
SPEAKER_01: So the next slide is uh which blind spot do you see most often in leaders?
51:36
SPEAKER_01: I would say what we talked about is overreacting too soon is one that I would say.
51:40
SPEAKER_01: Yeah.
51:40
SPEAKER_01: Is there something else you guys see most often in leaders?
51:44
SPEAKER_05: I think you know the the overreacting is a good one.
51:46
SPEAKER_05: And then the other one is for them that do not ever look outside of their business in comparison to other businesses out there.
51:55
SPEAKER_05: You you must, there's so much value in stepping away and and taking off the hat if you think you're the best and just going, hey, let me look at others in my industry.
52:05
SPEAKER_01: Yeah.
52:06
SPEAKER_01: That's super good there.
52:08
SPEAKER_01: Of those, do you feel like there's one that's more damaging for long term, like long-term business, long-term employment?
52:14
SPEAKER_05: I don't know if if if I had to pick one of those two, you know, the the emotional one is gonna cause higher turnover in your employees because they're they're just at some point in time gonna get fed up with people just flying off the handle before they get all the facts.
52:31
SPEAKER_05: Yeah.
52:31
SPEAKER_05: Because let's be honest, like customers don't always tell the truth.
52:35
SPEAKER_04: Oh, yeah.
52:36
SPEAKER_05: You know, they inflate it.
52:37
SPEAKER_05: There's some truth in there.
52:39
SPEAKER_05: Uh, but at the same time, then I've had some people that are very protectant of their business.
52:45
SPEAKER_05: And and I told this story, you know, at a different episode when I was trying to schedule some appliance repair, and you know, the guy was like, No, my employees would have never done that, never done that.
52:55
SPEAKER_05: And they misscheduled me three different times.
52:57
SPEAKER_05: And I was like, sir, I don't have a fight for this, but if you'd like me to send you screenshots of the text messages that show the dates and the confirmation, I'll do that so it'll help you out.
53:07
SPEAKER_05: But if not, no big deal.
53:09
SPEAKER_05: So, like both of those emotions can really hurt.
53:12
SPEAKER_05: Yeah.
53:13
SPEAKER_00: Yeah, it's emotional too, of like you're mismanaging of that you're managing them improperly of you think it's okay to always be hard on this employee and not necessarily addressed in the way that they need to be, it can be detrimental to where you look up and not only is that one employee left, but the other employees shared all of their circumstances with the rest of your team, and then you start to lose.
53:40
SPEAKER_00: There's a big turnover there.
53:41
SPEAKER_05: Hey, and I'll say you brought something up right there that we haven't talked about it being a blind spot is if you manage everybody the same.
53:48
SPEAKER_04: Oh, yeah.
53:49
SPEAKER_05: You know, that that could be a huge blind spot because I can prom I don't care what industry you're in, all your employees do not react to criticism, improvement, and management the same.
54:01
SPEAKER_01: Most certainly there.
54:02
SPEAKER_01: Uh one last thing.
54:04
SPEAKER_01: How do you how do blind spots impact culture without leaders realizing it?
54:11
SPEAKER_05: Well, I kind of all the pieces we've talked about there, at some point in time, when you have those blind spots, employees just get numb and it just becomes a J-O-B, a job.
54:24
SPEAKER_05: And when it becomes a J-O-B, they're just punching in, punching out.
54:29
SPEAKER_05: That's it.
54:30
SPEAKER_05: And then all of a sudden the culture just goes downhill.
54:32
SPEAKER_05: Nobody's having fun.
54:33
SPEAKER_05: Nobody really cares.
54:35
SPEAKER_05: They're there to just get a paycheck.
54:37
SPEAKER_05: And they'll yes, yes, yes, you just so you'll go away and they can keep earning their hourly rate or their commission.
54:42
SPEAKER_02: Yep.
54:43
SPEAKER_05: So I think that's the biggest is they get to where they're just numb and they they really don't care.
54:47
unknown: Yeah.
54:48
SPEAKER_05: You know, they just care to get their paycheck.
54:50
SPEAKER_01: I think that becomes the difference of, yeah, you know what, let me wiggle my schedule around to see if we can get to you to look at your fireplace today, or it's just a job, hey, we'll call you in 48 to 72 hours, sure, then schedule you for a week to two out.
55:05
SPEAKER_01: Like, there's the difference.
55:06
SPEAKER_01: And then your culture, like maybe that receptionist is sitting next to an installer or someone else and hears that on the phone, they're like, all right, so that's the temperature we're at, right?
55:15
SPEAKER_01: And they're not like, all right, so that's what we're doing, but they're just like, well, that's what they're doing, and that's what they're doing.
55:20
SPEAKER_01: So why so then your culture becomes relaxed and not as forward thinking.
55:24
SPEAKER_01: So it makes all the difference in the world.
55:26
SPEAKER_01: And if you are flying off the handle, then there's a pretty good chance when they get the opportunity to be the leader or the good or bad deliverer of news, they have the opportunity to fly off the handle.
55:37
SPEAKER_03: Agreed.
55:37
SPEAKER_01: Right?
55:38
SPEAKER_01: It's no different than how you teach or train or coach your kids.
55:42
SPEAKER_01: You know, if they're just completely disrespectful and all these things, it's like, well, probably should look in the mirror, right?
55:52
SPEAKER_01: You should probably look in the mirror, and it probably has something to do with how you treat people, how you talk.
55:57
SPEAKER_01: And they're watching you.
55:58
SPEAKER_01: Your discipline, you know, your intensity, your efficiency, all those things, and like, hmm, all right.
56:04
SPEAKER_01: Now, it is very few, right?
56:06
SPEAKER_01: So if you're listening to this, pay attention, right?
56:08
SPEAKER_01: Like, you're listening to this because you care and want to grow.
56:10
SPEAKER_01: It's not because we're telling jokes or you know, whatever.
56:14
SPEAKER_01: But so many people will not take responsibility.
56:17
SPEAKER_01: But it generally it is look in the mirror, it's you or the leader that is not setting that good example.
56:24
SPEAKER_00: Exactly.
56:26
SPEAKER_00: Absolutely.
56:26
SPEAKER_00: Hey, driving, this is a new but two truths and a lie.
56:30
SPEAKER_00: I'm gonna read you two things in here.
56:32
SPEAKER_00: Three total things, but two of them are truths and one of them's a lie.
56:36
SPEAKER_00: Okay.
56:36
SPEAKER_00: So leadership edition holiday set here.
56:40
SPEAKER_00: So leaders receive less honest feedback as they gain authority.
56:45
SPEAKER_00: So leaders receive less honest feedback as they gain authority.
56:48
SPEAKER_00: Okay.
56:49
SPEAKER_00: Most employees decide whether they trust a leader within the first 30 days.
56:53
SPEAKER_00: Okay.
56:54
SPEAKER_00: Leaders are usually the best judge of how they're perceived.
56:59
SPEAKER_00: Two truths and a lie.
57:01
SPEAKER_05: I'd say which one you I'm gonna say though, the like the the first one, no one's for sure a truth.
57:06
SPEAKER_05: Okay.
57:06
SPEAKER_05: Leaders receive less honest feedback as they gain authority.
57:10
SPEAKER_05: So the farther you go up, the more timid people are to be able to say things.
57:13
SPEAKER_05: Do you think ding ding ding?
57:15
SPEAKER_05: Okay, that's the truth.
57:16
SPEAKER_00: You're right there.
57:17
SPEAKER_05: Yep.
57:18
SPEAKER_01: You got a truth in there?
57:20
SPEAKER_01: Uh most employees decide whether they trust a leader within the first 30 days, or leaders are usually the best judge of how they're perceived.
57:30
SPEAKER_05: I think the last one is false.
57:33
SPEAKER_05: I think some leaders probably think they're the best judge of themselves, but they're not.
57:40
SPEAKER_00: That is correct.
57:41
SPEAKER_00: Yep, you're right there.
57:42
SPEAKER_00: That's a lie.
57:43
SPEAKER_00: Yep.
57:43
SPEAKER_00: So the other truth, most employees decide whether they trust a leader within the first 30 days.
57:48
SPEAKER_00: So, really important whenever you bring somebody on your team, make sure you're diving in and being involved with them.
57:54
SPEAKER_00: So, last area there, uncovering your blind spots as a leader.
57:58
SPEAKER_00: So, this, and you just hit the channel on this, is this is one we haven't really talked about, but creating that safe feedback channel that makes you where you're approachable.
58:08
SPEAKER_05: And that one, I I've listened to some different podcasts on this.
58:12
SPEAKER_05: Let me just tell you this one, and I'm not gonna say that I'm the best at this, because this takes a lot of work, and you have to create an atmosphere and a space where people feel comfortable giving you feedback and their job's not in jeopardy.
58:29
SPEAKER_05: There's only so many people at our level that will actually give us feedback and not just yes, yes, yes.
58:37
SPEAKER_05: Um, one of the things to do, and we've talked about this, if you're in a meeting, especially in a brainstorming meeting or a feedback about the business, you have to be the last one to talk.
58:47
SPEAKER_05: If you are the first one to talk, everybody else will adjust what they're gonna say based upon what you said to make you feel like that they're on your team and they support you more.
58:59
SPEAKER_01: And let me tell you, when you do do that, because more often than not, when you're getting that feedback, if you get that feedback, you already know the answer of what they're bringing up.
59:11
SPEAKER_01: Hey, here's the issue, here's what we're seeing, or hey, I don't understand this, this, and this.
59:16
SPEAKER_01: I'm trying this.
59:17
SPEAKER_01: We've all been in these conversations, and you're like, I know in my mind, here's exactly how it's supposed to go.
59:23
SPEAKER_01: I know what you're supposed to do.
59:24
SPEAKER_01: We've gone over this, and it's just one person's demeanor versus another, one person's mindset versus another.
59:31
SPEAKER_01: As you're asking for that feedback, remember you asked for it, whether you want it or not, you do need it to realize what's going on from another level, from a more honest level.
59:40
SPEAKER_01: You're gonna have to just take notes and listen.
59:44
SPEAKER_00: And don't try to fix it right then.
59:46
SPEAKER_00: You will have to, and a lot of times you'll see if an employee that you take some time to look at an issue or go address something, you'll find sometimes, more times than not, that they'll continue on showing you some other.
1:00:00
SPEAKER_00: Issues because they finally got a hold of you to and it's uh not awkward to just walk up and say, Hey, I want to go over this.
1:00:07
SPEAKER_00: You're already talking about things.
1:00:09
SPEAKER_00: Then it opens your mind and says, Hmm, maybe I need to pay a little bit more attention.
1:00:13
SPEAKER_05: Even if Taylor, you bring up a good point here.
1:00:16
SPEAKER_05: So let's, and you guys know I like peeling the layers of the onion back.
1:00:20
SPEAKER_05: The first piece they bring up to you may be way off course, uh-huh.
1:00:24
SPEAKER_05: But but don't start defending that.
1:00:26
SPEAKER_05: Nope.
1:00:27
SPEAKER_05: Oh, just take notes and listen, shall be like you said, because the second or third thing, like once you open the door and they felt comfortable, there might actually be value in the third thing.
1:00:38
SPEAKER_05: The first and second, they could have been way off.
1:00:40
SPEAKER_01: Like the segue or the icebreaker.
1:00:42
SPEAKER_01: You know, think like if you're going to have a difficult conversation with someone, you're not like, hey, uh, by the way, we need to go our separate ways.
1:00:50
SPEAKER_01: You know, well, that's those two extreme.
1:00:52
SPEAKER_01: But like, hey, here's something we need to work on.
1:00:54
SPEAKER_01: Yeah.
1:00:55
SPEAKER_01: You're gonna lead in with something else.
1:00:57
SPEAKER_01: And so if you are not adaptable in listening and taking notes, you're just gonna shoot them down the first thing and they're just gonna soul up and go back.
1:01:06
SPEAKER_05: But we gotta make sure everybody understands this.
1:01:09
SPEAKER_05: Because let's say you go, okay, it's 2026, a new year.
1:01:13
SPEAKER_05: I'm gonna get feedback from my team.
1:01:16
SPEAKER_05: I don't care what they say, okay?
1:01:19
SPEAKER_05: Even if it's highly offensive to you, do not try to debate and defend yourself right then.
1:01:26
SPEAKER_05: Because what you're after is something two and three layers deep where there might actually be gold.
1:01:30
SPEAKER_01: Looking for that golden nugget.
1:01:31
SPEAKER_05: But if you defend it, you're like, whoa, hang on.
1:01:34
SPEAKER_05: I don't think you know both sides of the stuff.
1:01:35
SPEAKER_01: We don't do business that way.
1:01:37
SPEAKER_05: Let me explain this to you always done it like that.
1:01:40
SPEAKER_05: They're gonna shut down.
1:01:41
SPEAKER_05: They're gonna be like, why did they even ask you?
1:01:42
SPEAKER_01: They're like, cool story, thanks for the time.
1:01:44
SPEAKER_01: Yep.
1:01:44
SPEAKER_01: I'll be downstairs if you need me.
1:01:46
SPEAKER_01: Yeah.
1:01:46
SPEAKER_01: Right.
1:01:47
SPEAKER_01: It's exactly what'll happen.
1:01:49
SPEAKER_01: That seems so simple.
1:01:50
SPEAKER_01: Yet, I mean, when you were talking to the business owner of the one thing, he's like, No, we never do that.
1:01:56
SPEAKER_01: Like, I'm not trying to create heat here.
1:01:58
SPEAKER_01: I'm just telling you.
1:01:59
SPEAKER_05: I wasn't asking for anything for free.
1:02:01
SPEAKER_05: I wasn't yelling, cussing, no bad review, any of that.
1:02:05
SPEAKER_05: And I was like, sir, I'll send it to you.
1:02:07
SPEAKER_05: And he's like, No, I don't need you to do that.
1:02:08
SPEAKER_05: I said, no big deal.
1:02:09
SPEAKER_05: I just thought if you wanted it to help with your business and to see what's going on, uh, I'll call somebody.
1:02:15
SPEAKER_01: If that's how we take feedback from custers, imagine how a person like that takes feedback from their employees.
1:02:20
SPEAKER_01: Yep.
1:02:21
SPEAKER_01: They don't.
1:02:22
SPEAKER_01: Let me tell you, they don't.
1:02:23
SPEAKER_05: And I know what the guy was thinking in the back of his mind, he goes, I'm too busy right now to even look at that.
1:02:28
SPEAKER_05: No, that's when you should look at it.
1:02:30
SPEAKER_05: It's no different than we talked about when business is so good that's because it'll be the silent assassin a thousand cuts at a time, and all of a sudden, they're now going, I need to spend money on advertising.
1:02:42
SPEAKER_05: We're not, we don't have anybody to work for tomorrow.
1:02:45
SPEAKER_05: What happened?
1:02:45
SPEAKER_05: We used to be three weeks backed up.
1:02:47
SPEAKER_01: It's your phone operator.
1:02:48
SPEAKER_01: That's what happened.
1:02:49
SPEAKER_01: Yep.
1:02:50
SPEAKER_01: Your ability to listen, that's what happened.
1:02:52
SPEAKER_00: Put it all together.
1:02:53
SPEAKER_00: What about building people around you who challenge you?
1:02:56
SPEAKER_00: We always talk about how valuable this is, but that's so good.
1:03:00
SPEAKER_01: You know, the the the saying that we say is you're an average of the five people you're closest to, whether that be in your your work circle, uh, your home circle, or your just influencer.
1:03:11
SPEAKER_02: Yeah.
1:03:11
SPEAKER_01: Right?
1:03:11
SPEAKER_01: And you become an average of them in all aspects, how you speak, what you do in your spare time, how you spend your money.
1:03:19
SPEAKER_01: So if you can continue to build your team around you and have those brainstorming idea sessions that's just free will, write ideas up on the board, put them on a paper, let's talk about it.
1:03:31
SPEAKER_01: That intent continues to push you to grow to uncover blind spots and say, that's a great idea.
1:03:38
SPEAKER_01: Yep.
1:03:38
SPEAKER_01: Or actually, we're doing that over here.
1:03:39
SPEAKER_01: Is there a way that someone can do it better over here?
1:03:42
SPEAKER_01: And I think surrounding yourself with those people is a big thing to do.
1:03:45
SPEAKER_05: And then circling back and thanking them for that.
1:03:48
SPEAKER_05: You know, and so there's there's the circle, Shelby, you're talking about of, you know, the five closest around you.
1:03:54
SPEAKER_05: But then there's also some employees, and it doesn't happen every day, but you'll have an employee that'll bring up a subject of like, hey, what if we did this?
1:04:01
SPEAKER_05: And it might be something as simple as changing the coffee or or, you know, changing from the the brown paper towels to the white paper towels or whatever it may be.
1:04:10
SPEAKER_05: And they may be ground level employee.
1:04:12
SPEAKER_05: But if you do that, like even if it just costs you a little bit, and then you go around and you thank them, how does that spread amongst the rest of all your employees?
1:04:21
SPEAKER_01: That's good.
1:04:22
SPEAKER_05: I mean, like wildfire.
1:04:23
SPEAKER_05: And they're like, no, they do care.
1:04:25
SPEAKER_05: They replace the brown paper towels with the white paper towels because the brown ones wouldn't soak up any water off your hands.
1:04:31
SPEAKER_05: You know, and I know I'm being silly here, but but I'm not.
1:04:35
SPEAKER_00: No, it's no different than we weren't necessarily paying attention to the there wasn't a changing table in the women's bathroom, and somebody had brought it to my attention.
1:04:43
SPEAKER_00: I'm like, oh my gosh, well, hold on, let me go check this.
1:04:45
SPEAKER_00: Because obviously I'm not in the women's bathroom every day, so I wouldn't know about it.
1:04:49
SPEAKER_00: Yeah.
1:04:49
SPEAKER_00: That's a good thing.
1:04:50
SPEAKER_00: That is a good thing.
1:04:51
SPEAKER_00: Um that was brought to our attention and then was able to get it.
1:04:55
SPEAKER_00: I'm like, absolutely, we need to have that done.
1:04:57
SPEAKER_00: I had it done and installed, and I had someone come up and said, Thank you so much for putting that in there.
1:05:01
SPEAKER_00: Just little, little things like that that you wouldn't pay attention or notice if you're not listening and looking.
1:05:08
SPEAKER_01: So let me give you the other side of that just so you're not sitting and waiting for this.
1:05:13
SPEAKER_01: Yes, listen to those people, and if there's something good, put a little effort in and implement it.
1:05:18
SPEAKER_01: And then third step was make sure you tell them thank you.
1:05:21
SPEAKER_01: And even the more fun is in a group atmosphere of saying, hey, I bet you guys noticed we had a changeover.
1:05:26
SPEAKER_01: I want to let you know.
1:05:28
SPEAKER_01: You shouldn't take credit for anything as a leader, right?
1:05:31
SPEAKER_01: There's find find somewhere to point out your team or a select person that made that work.
1:05:39
SPEAKER_01: The fifth side that I want you to see to this, if those all added up correctly, is uh do not expect any feedback.
1:05:49
SPEAKER_01: And by feedback, I is positive accolades of waiting for you.
1:05:54
SPEAKER_01: Good job, Matt.
1:05:55
SPEAKER_01: Good job, Taylor.
1:05:56
SPEAKER_01: You guys saw that.
1:05:59
SPEAKER_01: No one cares as much as you do as a leader.
1:06:02
SPEAKER_01: You have to realize that, and they're not gonna be like, hey man, because you did that, that allowed me to sell more.
1:06:08
SPEAKER_04: Yeah.
1:06:08
SPEAKER_01: And if you're waiting for that, you're you're putting your storehouse and in the wrong buckets.
1:06:13
SPEAKER_01: And you're gonna be sitting there at your desk all by yourself, waiting for people to say thank you so much.
1:06:20
SPEAKER_01: It's not happening.
1:06:21
SPEAKER_01: It's not happening.
1:06:21
SPEAKER_01: You need to get your joy and fulfillment and finding other people and helping them grow.
1:06:25
SPEAKER_01: And you tell them good job.
1:06:27
SPEAKER_01: And maybe if you say good job a thousand times, somebody would be like, hey man, you're a great leader.
1:06:31
SPEAKER_01: You'd allowed us to grow this, this, and this.
1:06:33
SPEAKER_01: But don't ever wait for it.
1:06:35
SPEAKER_05: And don't expect it.
1:06:37
SPEAKER_05: And it's it's a tough one to grasp with.
1:06:40
SPEAKER_05: And then the higher you move up, you know the less feedback you get, the less you're like, hey, great job, good job hitting those numbers.
1:06:47
SPEAKER_05: It's not gonna happen.
1:06:48
SPEAKER_01: Because generally that comes from someone above you, right?
1:06:51
SPEAKER_01: Yes, yes.
1:06:52
SPEAKER_01: Generally that's someone above you that says, Hey, great job.
1:06:54
SPEAKER_01: And they don't always know the micro things.
1:06:56
SPEAKER_01: And so if there's people below you, tell them good job.
1:07:00
SPEAKER_01: But if you're one of the higher levels, find fulfillment in something else.
1:07:05
SPEAKER_05: So let's let's go back to football for just a second, because that's a great subject.
1:07:08
SPEAKER_05: I want you to drive it home because some of y'all are on your pity party right now and you own a business.
1:07:12
SPEAKER_05: You're nobody ever tells me good job.
1:07:14
SPEAKER_05: Hey, if no one's told you good job.
1:07:16
SPEAKER_05: And welcome to being a business owner.
1:07:18
SPEAKER_05: Oh, so back in football, paycheck.
1:07:21
SPEAKER_05: So I want you to think about the GM of the football team, the general manager, the one that assembled all of it.
1:07:28
unknown: Yeah.
1:07:28
SPEAKER_05: Okay, he hired the head coach and he worked on all the money stuff, and he put all of it together.
1:07:34
SPEAKER_05: How often do you see the GM of a football team get accolades for an undefeated season?
1:07:41
SPEAKER_05: No Super Bowl.
1:07:43
SPEAKER_00: They have to have multiple.
1:07:46
SPEAKER_05: It's the they're interviewing the quarterback, the MVP, the head coach.
1:07:50
SPEAKER_05: They're never going, well, thanks to our GM here that hired this head coach, that helped recruit all these people, that put all the mathematical pieces together to make this work.
1:08:01
SPEAKER_01: Now, there is a little bit of flaw to that, but it's not the good job, is they do get attention.
1:08:07
SPEAKER_01: Oh, yeah.
1:08:07
SPEAKER_01: On the other side.
1:08:08
SPEAKER_01: On the other side.
1:08:09
SPEAKER_01: And it's no different than we get attention when there's a problem.
1:08:11
SPEAKER_01: I want to speak to Mr.
1:08:13
SPEAKER_01: Jerry Lewis.
1:08:14
SPEAKER_01: It's like, oh, okay.
1:08:15
SPEAKER_01: It's like I went to school with him.
1:08:17
SPEAKER_01: It's like, let me, yeah, Jim Lewis just left.
1:08:19
SPEAKER_01: Yeah.
1:08:19
SPEAKER_01: Right?
1:08:20
SPEAKER_01: That's when they get attention.
1:08:21
SPEAKER_01: It's like Hunter Yurchek is constantly taking fire, like he should be fired.
1:08:25
SPEAKER_01: He should be fired.
1:08:26
SPEAKER_01: It's like, hang on, there's a lot that goes into that, and you have no clue.
1:08:31
SPEAKER_01: You've never stepped a day in his shoes.
1:08:33
SPEAKER_01: Yeah.
1:08:33
SPEAKER_01: So that when it's bad, sure, you get all the attention.
1:08:36
SPEAKER_01: When it's good, so stop looking for it, right?
1:08:39
SPEAKER_05: Just you you gotta get internally of yourself proud that others have succeeded.
1:08:44
SPEAKER_01: They couldn't set it back.
1:08:46
SPEAKER_01: You know what I mean?
1:08:47
SPEAKER_05: And when you do that, you'll come at peace.
1:08:49
SPEAKER_05: If not, you'll become an angry old person.
1:08:51
SPEAKER_05: Mm-hmm.
1:08:52
SPEAKER_05: That's all I'm saying.
1:08:55
SPEAKER_00: Well, y'all probably already kind of dove into this, but you can tell me if there's anything else.
1:08:59
SPEAKER_00: So, um, this is end of the year question here, but what's one blind spot you would want to be more aware of heading into the new year?
1:09:12
SPEAKER_05: I think mine would be those missing opportunities and the people because I know it's happened, even though as much as we've talked about it, the people that have called in to get pricing on a vehicle, the people that have called in to try to schedule their vehicle, and that we have not offered a solution on it.
1:09:33
SPEAKER_05: Because as much as we talk about it and we go through it, unfortunately, I know that it happens, but just how to better identify those and to get everybody more percentage of the team solution based.
1:09:50
SPEAKER_01: I would say I a thousand percent agree in that.
1:09:53
SPEAKER_01: Uh I had somebody that that always texts me for an old change.
1:09:57
SPEAKER_01: And it's a friend of mine, he's like, hey, and he's like, hey, man, he's been doing this for years.
1:10:01
SPEAKER_01: And I'm like, you know, I never put friction to it.
1:10:03
SPEAKER_01: I'm like, yeah.
1:10:04
SPEAKER_01: So I text someone else who's sure in that system and it gets it done.
1:10:07
SPEAKER_01: And he texts me, he's like, Man, I'm sorry.
1:10:09
SPEAKER_01: I would use, he's I try to use the app.
1:10:12
SPEAKER_01: He said, but it's weeks out.
1:10:14
SPEAKER_01: And I know that we've got someone staying around ready to do it right now.
1:10:17
SPEAKER_01: So we gotta fix that, right?
1:10:18
SPEAKER_01: So that's making sure that everything is aligned there with your messages aligned across everything there.
1:10:25
SPEAKER_01: Uh one blind spot we talked about was talking about uh thinking that you're more clear than you actually are.
1:10:32
SPEAKER_01: I'd say staying hyper focused and not just me, but the entire employee group of 270 plus people, that they understand clarity and how to completely communicate that across.
1:10:45
SPEAKER_01: And I think it would be just an amazing goal that we can just set like set it in stone and say, be the first to communicate.
1:10:52
SPEAKER_01: Sure.
1:10:52
SPEAKER_01: Right at any level of that process, be the first to communicate.
1:10:55
SPEAKER_01: And if we can do that, it's gonna solve 90% of our problems.
1:10:59
SPEAKER_04: Yeah.
1:10:59
SPEAKER_01: If we communicate before a customer ever says, Can I get an update on my order or when's this gonna be done or what's going on?
1:11:06
SPEAKER_01: That just helps with clear expectations and communication, and we are the first one to initiate.
1:11:11
SPEAKER_02: All right, that's so good.
1:11:12
SPEAKER_00: That's so good.
1:11:13
SPEAKER_00: That's really good.
1:11:14
SPEAKER_00: Both of those I agreed 100% with just diving in and whatever yours is, just grab a hold of it and make it relevant and that your team knows hey, this is what I want to be a part of.
1:11:27
SPEAKER_00: So uh really good topic going over today.
1:11:30
SPEAKER_00: Hey, always check us out at lewis superstore.com for all the specials we have, crossroads conversation podcast.com for up to 67 episodes we have.
1:11:40
SPEAKER_00: Now we will see you in the new year.
1:11:42
SPEAKER_01: Merry Christmas and happy holidays.
1:11:47
SPEAKER_05: Hey, thanks for joining us today, and we hope you enjoyed this episode.
1:11:50
SPEAKER_05: Make sure to give it a like, share it with your friends and family, visit our website, and send us some questions.
1:11:55
SPEAKER_05: We want to know what you'd like to hear, who you'd like to hear from, or what you want to see, or maybe even some questions for us to answer about either the automotive industry or just business in general.