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The Power of Rolling Up Your Sleeves: Why Doing the Work Yourself Matters · The Perfect RIA

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Jamie: Doing something for yourself before your clients do
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that action or you recommend the client to take that action
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ensures that you have high quality while continuously
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improve products and services. It shows a commitment to
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excellence and respect for the clients experience which can
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significantly enhance reputation and increase client satisfaction
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and lead directly to referrals because now you speak from a
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place of authority instead of assumption.
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Welcome back TPR Nation this is Jamie Shilanski in a episode of
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Worlds to Conquer and lessons were learned this surge lessons
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were learned and it was so phenomenal to experience so at
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our RIA up in Anchorage, Alaska, Shilanski and Associates my mom
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and dad Floyd and Rosa Shilanski started the practice back in
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1981. And as we were coming up in the business, my brother and
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I and my baby brother Micah Shilanski they would make sure
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that we had a plethora of experiences, and we had to start
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from the ground up. What does the ground up mean? It means we
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were the janitors we were the first one on site wiping things
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down to restocking cabinets. We graduated on to filing and then
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went on to cold calling and then went on to earn insurance. I
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mean, we really worked from the bottom up. Now, we work from the
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bottom up because my parents didn't believe one in nepotism,
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and two, they also you know, sometimes especially when they
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were first starting their practice, they might not have
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had staff to do all that they didn't have pay roll to hire all
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these people to hire a janitorial service. If you have
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a commercial office space today, it costs $1000 a month for
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somebody to come in vacuum, wipe down the desks and then take out
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your garbage. It's a lot of money. And when you're starting
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your practice, you don't have that kind of money. But
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sometimes you got kids and those kids came in and they became the
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laborers. Now, the important part of understanding this is
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just because my brother and I were hired to start as janitors
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when we were literally dusting off vents and wiping down, I
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hate doing windows to this day? I hate doing windows because
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it's not cleaning windows. It's the recleaning and recleaning
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and recleaning of windows that I hate until my father was
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satisfied that no streaks were coming through. But he would
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reinforce to us so on Saturdays, we would get up as a family and
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either if we weren't cleaning the house, we were cleaning the
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office and my dad would pack us all up and he would go down in
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his office and work and my brother and I would do all the
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janitor stuff in the building. And so at this time in the 1980s
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they you know, had a shop about 20 people and lots of different
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financial advisors. We were downtown Anchorage was probably
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about a 2300 square foot space. And own that space down there
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and so we would have to do the janitorial services. And the
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importance about doing this was that my dad never let us do a
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shoddy job because how we do something is how we do
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everything. And so if we did something lazy, everything that
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we did was assumed to be lazy. And that became this reinforced
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lesson to us. And the reason it mattered so much to us is
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because by the time we got to the place where we were able to
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or we were allowed to answer the phone so by about 10 years old,
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we were answering the phone, at Shilanski and Associates and my
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father would always come by and insist: Smile, smile, smile. Now
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he wasn't saying the way that you know this whole woke culture
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talks about what is smiling. It didn't matter what gender was.
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You had to smile when you answer the phone, and my dad told me
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you can see a fake smile in person you cannot hear a fake
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smile. You cannot hear a fake smile. And so the infliction of
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your voice changes the reception on the phone changes for the
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person that you're talking to when you're enthusiastic and
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you're happy to do your work so everyone has a smile when they
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answer the phone at Shilanski and Associates. And this is
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something that I'm still trumpeting to the younger
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generation as they come up at the office. And what it gave us
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was his insight and perspective from the bottom up. So from the
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moment we walk into our building to this day, I am looking at
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surveying the parking lot. I just had a meeting with our team
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unfortunately the very end of Surge I had to kind of have a
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come to Jamie meeting with our team because we got done with a
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six week surge. You know, we saw 400 different households who
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impacted a lot of lives and we worked really, really hard. But
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as we came out those last couple of days, that's when everyone
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started to get a little bit more lackadaisical. And so, you know,
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I came to and I said, guys, here's the problem, and we're so
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hyper aware of that client experience that happens from the
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moment I pulled in that parking lot. When I pulled on that
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parking lot, I was surveying how many open parking spots we had
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in front of our building. And one of the reasons is is that
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our employees are allowed to park in our office parking lot
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when we are not in Surge so they don't have to pay for downtown
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parking. We are in surge, they have to go do a parking pass at
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one of the parking garages and leave all the spaces open for
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clients. But as I pulled in, we had a couple of people that were
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hybrid employees there so they didn't park anywhere else, they
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parked in the parking lot and I'm counting the parking spaces.
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Now why? Why does that matter? I want to know how many virtual
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appointments we have and how many in house I'm not even
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parking my own car until I know that information. And so I call
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my CEO I'm checking the parking lot. I'm going through the
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calendar and saying okay, if these be assuming everyone
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drives separately and they don't work together to deliver and go
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into the calendar, alright, I come in the office and I've got
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two people who were not dressed the way that I thought they
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should be dressed when they were still in Surge. So I said
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immediate everyone in a room and we got everybody in the room and
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we had a little come to Jamie meeting about everything we do
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counts. And so I said guys, from the moment I pulled up in this
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parking lot, I'm looking for parking spaces. I'm making sure
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we don't have trash and debris from the homeless that just have
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taken over downtown Anchorage like most metropolitan cities
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outside of our doorway. I don't want handprints I don't want
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smudge marks. So I'm gonna bring their dog in I don't want
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licking marks on the door. I don't want any of these things.
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I want a fresh citrus smell when you come in the office. I want
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all of the drinks restocked after every single client
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appointment and the drinks pulled forward. So people are
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raising their hand deep into the refrigerator. Why? Why do I care
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about all of these really tiny details? And he's like, Guys,
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what's the average age of our client? Well, the average age of
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our client at Shilanski and Associates is about 50 years
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old. So relatively young person, somebody that may have difficult
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time navigating the ice, right? I know after I turned age 40 I
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don't bounce off the pavement like I used to in my 20s. So
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when I pull up in the parking lot if my very first experience
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is that I cannot find a parking space in a downtown location.
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Then when I open up that door, who am I going to take my rage
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out on the very first person I see working for that
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organisation and so our relationship manager that's
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sitting in that lead spot in the very front of the doorway.
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They're going to get somebody that's already frustrated
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already coming in already complaining about downtown
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parking. And so if I can alleviate that by making sure
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from the moment our client arrives outside of our building,
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we have a heightened experience for them. They can't I can't
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control everything. I cannot control the homeless population
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being downtown. What I can do is make sure the homeless
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population isn't camped out in front of our door. So we have
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that happen a lot of times so we'll make a cup of coffee,
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we'll put a snack together we'll wake somebody up and say hey,
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let me give you something to warm you up. Let me feed you but
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then I need you to shove off I need you to move on because
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we're going to have clients come in now out of the hundreds of
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times we have done this with homeless people we've had one or
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two negative experiences for the most part people are like Thank
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you, of course I'll clean up my stuff all move away, you know,
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and they and they move on pretty respectfully because they're
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human beings. And then we talked about dresscode and dresscode is
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one of those very specific your in particular business and how
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you want to run your practice. So I know that suit and ties and
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dresses don't work in Silicon Valley. A lot of the tech places
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Okay, that's cool, but I don't I don't live in Silicon Valley and
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I'm not in one of the tech places. And so I talk to
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especially this younger generation that hasn't been
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taught how to dress appropriately in the workplace
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that we're going to elevate our standards and they say Guys
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listen, I'm a jeans and hoodie kind of girl. I'm a beer by a
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bonfire for a good time kind of girl. But the reality is
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nobody's cutting the million dollar checks when I'm in a
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hoodie and jeans at a bonfire. When I come into my office, the
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work I do is not casual. Therefore I do not dress casual.
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We're going to dress professional and I expect every
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single one of you to be dressed to a level where I could pull
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you into a client meeting and you look as such. For the
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younger gentleman in our office sit up in your chair, sit up in
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your chair, you are a man, not a mouse, shoulders back, hold
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yourself a little bit higher. Ooh, to do these things. These
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are important these confidence building factors matter. They
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translate to the client experience and everything we do
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is taken into account. And so if we implement a new phone system,
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how long can a person stay on hold before they're annoyed?
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Guess what? Somebody did a social science on it years ago,
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and I'm pretty sure it's about 20 seconds. 20 seconds and we've
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all been on those like infinite holds. And then the attendant
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will come back on and say Hey, Jamie I'm still on the line with
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you, I'm working with a colleague I want to you know,
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you're not forgotten. I'm gonna put you back on hold. I
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apologize for this delay, but I'm still here with you. And I'm
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like, Oh, great. Well, thank you, you know, but if I don't
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hear for somebody 45 seconds, I'm looking at my phone counting
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how much time has lapsed and thinking, Gosh, what a lousy
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experience you know, they probably forgot about me they're
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probably chatting to other people. Or how about this one?
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If your office now uses some type of bot or messenger system
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in which you are dealing with an attendant and the airlines are
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really moving towards this one Delta hasn't figured out Alaska
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does not have this one figured out yet. But you get transferred
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over so first up your bots when you type in your message because
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they want you to go to the message queue. So you type in
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your message you get a bot did this help? Yes No. Yes. No.
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Okay, great. didn't help. I'm going to transfer you over to a
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live person. You get this live person on the thing, they want
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you to reinstate all of the information that you went
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if I'm, if I know I'm with a bot, I'll open up a notes chat
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and I don't have to go type everything again. I just copy
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through stating with the original one. I do a lot of copy
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and pasting. So
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paste, copy, paste move forward. So as we're going through this
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experience, you know the timeliness matters. So if
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somebody is getting back to me in the next you know, five or 10
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seconds, I know that they're actively engaged with me. But if
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I'm waiting 15-20 or 30 seconds for the person to message me
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back, I'm thinking great. You've got 12 other things open on your
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desk that you're working on this call queue with this message
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queue and now I'm getting forgotten. So now I'm having a
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really poor experience. So we're so hyper aware of not just how
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other people are doing things, but also about how we're doing
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things. So if we change a phone protocol, the first thing that
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we have to do as an office is we go test it. Now I want to hit
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the fast forward button. I talked to you a lot about how
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our team members all these little details matter. But this
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is the significance of financial advisors and those coming up in
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the space need to adhere to this as well. So I'll share with you
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that at Shilanski and Associates our RIA up in Anchorage Alaska,
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we have you know a handful of different financial advisors and
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we have different pots we have a relationship manager and our
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operations personnel. Our relationship managers cannot
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give advice but they have the most frequent contact with
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clients. Our operations personnel is responsible for the
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movement of money. So they move money on behalf of the financial
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advisors instructions, so here's the importance of having to do
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everything from the ground up. And that is so that you can
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speak with experience. And so in our financial advisors, you know
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per view, we talk a lot about when you open account, when you
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transfer account, how many of them have opened up an account
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with your custodian? How many of them have sat through the client
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experience, not just open up the 401k that they're participating
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in? And really, it was just the payroll person assisting them,
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but how many of them have transferred their old 401 K's
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into a new plan new IRA with your custodian? How many of them
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have met with a financial advisor, gone through the
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options made their appointment with an operations personnel and
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gone through the client experience as if they were a
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client as if they were a client? And this is why it is so
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important. Recently, I had an opportunity where we have a new
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operations person starting with us and I have my chief
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operations officer, and she's phenomenal. She's got 30 plus
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years of being in the industry in the operations capacity and
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now she's running our practices the integrator under the
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Entrepreneurial Operating System. And so she was training
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this operations personnel, and I had an opportunity to be
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training a young protege that was coming up in the financial
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advisory space, and we had the opportunity to transfer the
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protegees 401k. And so I said great, this is a beautiful
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opportunity. Why don't we go into a conference room and we're
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going to set this all I want everything set up and I told
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them not on the fly ahead of time. I said I want to book an
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appointment. I want to make sure you guys get the statement. I
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want to have the new paperwork filled out. I want to go through
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all of these different steps. And it was so enlightening for
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me to do so. Because as I sat there, the operations person
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sitting across from me was learning how to open up a new
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account and how to get the old employer on the phone, how to
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get the statement, how to get the transfer and do all of those
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steps. But the operations person because they've been in the
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industry for my chief operations officer because she's been in
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the industry 30 plus years. It's been a long time since she sat
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in a conference room and went through those logistics steps
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about how we communicate this to clients. And so it was really
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enlightening for her as well to hear the dialogue and for that
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protege for me to have to explain things and say okay,
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great, because here's what the Chief Operations Officer failed
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to realize that the person she was training the operations
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personnel knew how to open an account, right client new
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account, here's the checkmarks here's what we're supposed to
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do, etc. But they had no idea what a 401k IRA was. They had no
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idea that the new 401k was gonna have two different components, a
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Roth as well as the traditional.
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They didn't realized that if we had done the transfers, what
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would trigger a taxable event if they had structured it that way
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because she was brand new, so she didn't get here the dialogue
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she hadn't sat in a conference room for a really long time to
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hear how the protege in the role of the client was going to ask
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the questions. And so it gave him the opportunity now to
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experience that as a client because guess what, when we stop
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thinking of ourselves as financial advisors, and we think
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of ourselves as clients, we have very similar questions to those
15:21
of clients. In fact, I was dealing with another one of our
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financial advisors most recently, and I said, Hey,
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listen, I want to go through some business tax returns with
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you and I want to have some different conversations about
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Schedule C, and 1099 income. And so we started going through it
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and then the questions and I say, I want to applay it to you
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and your wife as if your clients I'm gonna use my client voice
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because that's how I know best to deliver this information. And
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if you're open to it, by the end of this call, you're going to
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extract things that are applicable to you and your
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wife's situation. And you should be asking me relative questions,
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because I'm going to make tought provoking enough for you to do
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so. And he was like, great. So my goal was to teach him what
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about 1099 income, about schedule C's about how we talk
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to clients about certain things, especially when it comes to
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write offs? I can't say the word write off without thinking of
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the Schitt's Creek sketch. It's write off. What's the write off?
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It's a write off, who's writing it off. That's amazing skit. So
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then we went into it and I started my dialogue started
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talking about 1099 start talking about LLCs. A lot of new
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financial advisors, especially if you're only we're used to
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working with individuals don't understand that an LLC is not a
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tax election. It's a legal entity structure, you still have
16:35
to go make a tax election. And so we talked about that. As
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we're going through this just thought provoking enough. He was
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like, hey, what about this what about that and it was tied to
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his personal situation. I said phenomenal and and we went
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through and I said, you know, I've got this spreadsheet that I
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use for Schedule C's, and why don't you fill it out? It's got
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two tabs. The first tab looks exactly like what a Schedule C
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looks like. The second tab is to download transactions. One of
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the things I make sure my business owners do is that all
17:02
business purchases go on a separate business credit card so
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that we can dump all those transactions out and categorize
17:09
them every single month. I don't do this personally for them.
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They must do it themselves or hire an accountant, but they can
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download all the transactions from you know, discover American
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Express, Bank of America, whoever it is that they're
17:20
using, and then they can go through and tag those items on
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which category on the schedule C it might fall under. And so as I
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went through this, this is the first time he was doing it for
17:31
himself because he was always a W two income or maybe had very
17:34
small or you know, 10 a night and so he says to me, he says
17:37
gosh, you know, keeping pictures of all these receipts, uploading
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them going through the transactions just feels like a
17:42
lot of work. I'm not sure it's really worth it for a couple you
17:45
know, what might end up being a couple $100, a couple $1,000
17:49
whatever. And he said, You know what? I'm so glad that you said
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that, because I just had this conversation with my son. Do you
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mind if I talk to you a little bit about what was it? And he
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said, yeah what was it? I said I was working with [Lane] and he
18:01
was his taxes, and had the same question was like, gosh, you
18:06
know, I've got this 1099 income that I earned from the side
18:09
hustles that I did, but I didn't do a really great job of keeping
18:13
receipts or it's going to be kind of a burden to go back and
18:15
get my receipts. You know, I'm going to have to make
18:17
constructive receipts out of this credit card stuff. I don't
18:20
think it's really worth it. Can I just put my income in and see
18:23
what my tax liability is going to be? And I said absolutely.
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That's a great way to first come at it. Let's go ahead and do
18:28
this because taxes at the end of the day are all about tax
18:32
tolerance levels. So go ahead, you know, and he got done. And
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when he ended up finishing, dumping and all his income, you
18:40
know, taking everything possible into account but not doing a
18:42
schedule C. He goes oh my goodness, you know, the tax
18:46
liability was $3,600 which he was not anticipating that's not
18:49
what he had tucked asside for his tax liability. And I said,
18:53
okay, and he goes, Oh, shoot, should I just go back and look
18:57
for everything. And I said, well, that's going to be worth
19:00
an hour of your time to do it. And he said, yeah, it probably
19:05
is. And I said great. Okay, let's start so I brought him up,
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give him a copy of my spreadsheet. Let him start using
19:10
it. He started downloading transactions. He started going
19:12
back and finding his receipts, he started uploading them into a
19:15
Google Drive folder marked with the tax year on it, then we got
19:19
done with the exercise and he saved him $2,000 I mean he did a
19:23
really good job because he a lot of startup costs going in for
19:26
the 1099 income and so I said okay, so in the two an hour you
19:30
spent you say $2,000 making your work $2,000. Is this a good rate
19:35
for you? He's like, Oh my gosh, yes. And I said great. Well, the
19:38
next time you're doing taxes for somebody and you get super
19:41
frustrated, or they say hey, I don't know if it's really worth
19:43
it. I don't have it now and he goes oh, I'm gonna tell him
19:46
about my own experience. And you know, even if they can mark off
19:49
some of that, and I said exactly. Now you're coming at it
19:54
from a place of knowledge. Now you have gone through that
19:57
experience, you know what is like you know what to say to
20:03
clients. And this was really instrumental for me. When in
20:06
2020 right before the housing boom went crazy. My spouse and I
20:11
sold our house that we lived in for almost 20 years and bought a
20:14
new construction home in a neighborhood that we had a long
20:18
pipe dream to live in. And so we got it out of steel and it was
20:22
new construction. It was at the place where I can still make
20:24
decisions. And I could say you know I want this floring, I want
20:28
this trim, I want this paint, I want this you know, countertops,
20:30
etc. Now prior to this prior to 2020 I had talked at building a
20:36
house with clients. I hadn't talked with clients and here's
20:40
what this means. I would say Hey, Mr. Mrs. Client, we need to
20:43
budget about 12% overage for your new construction because
20:47
contractors habitually come over their estimated amount. Now at
20:50
that time, I was using industry averages, I was using that
20:54
particular contractor I would go and I would get the bid to
20:57
actuals and I would say give me your last three years and put in
21:01
what it actually came out at. And of course the contractor is
21:04
going to tell you well that's because you know this customer
21:07
wanted all these custom upgrades they need all these elections.
21:10
Of course, they were humans making human decisions, just
21:13
like my client is going to make a human decision as well. And I
21:16
would take the average and I'd say hey for the contractor that
21:18
you've selected, it looks like they run 12 and a half 13 15%
21:22
over you know, let's just go ahead and estimate that already
21:25
into this I'm sure won't happen to you but just in case it does,
21:28
etc. And I would just use that from a place of, you know,
21:32
understanding how money works, understanding how choices work.
21:35
Now fast forward 2020 when I'm in the throes of building things
21:38
myself, am I coming at it with a completly different perspective
21:41
of understanding the burden and the frustration that goes in
21:44
contract building? Yup, sure I am. And I've got a lot
21:50
more appreciation for it, right? And so now I can talk to clients
21:54
and say, Hey, listen, one of the very first things that you need
21:57
to do is while you're simultaneously building your
22:00
house, you need to also hire an architect or landscape architect
22:04
to give you an idea of how you're going to use the land.
22:07
Now before you make any hardscape decisions. You need to
22:10
also come with a lighting plan. And so we want a lot of outdoor
22:14
electricity things especially if you live in a place that gets
22:17
dark at night like anywhere in the world except for Alaska
22:21
during the summer. Then you might want to have outdoor
22:24
living features you might want to have outdoor lighting
22:27
features. And so you know stick is cheap when you pre plan to
22:31
play that delay that stick down to run the electricity. Same
22:34
thing with natural gas while the natural gas is not super cheap.
22:38
Where are you going to run it to how are we going to do these
22:41
different measurements how are we gonna do these different
22:45
things? And so if we're pouring you know concrete let's wait
22:48
three years till after the dirt work is done what the dirt work
22:52
settle before we do concrete. So there's a lot of experience that
22:56
I now have that I would not have had before. So understanding
22:59
that coming into it and doing something for yourself and we
23:02
can't have every single one of our clients experiences, right?
23:06
Sometimes we're just gonna have to use a place of reference. But
23:10
that's also where networking comes in. And that's the
23:13
importance of talking to people that have done things multiple
23:16
times, so we can glean off of them the advice and so even when
23:20
we were talking to one of our financial advisors, who in 2022
23:23
started building his first place we said hey, listen, I want you
23:27
to budget 20% over right now. And he was like not gonna happen
23:31
to me, I'm a super penny pincher and all this stuff and it's not
23:34
going to happen. Bolshevik totally happened to him. 100%
23:38
ate a big old slice a crow pie came back and said you guys were
23:41
right. This totally happened. I'm way over budget because we
23:45
didn't realize that when they give you all the faucet
23:48
features, it's gonna come right out of the box store. And so
23:51
you're gonna build a million dollar home with a $20 faucet.
23:55
You know, instead of the nice mow on one or whatever, you
23:58
know, brand that you want to elevate your property. And so
24:01
you know these things you don't know until you go through
24:05
experiencing them or you're smart enough to go have
24:08
conversations with people who have had experience do them and
24:11
listen to their advice and not think so arrogantly "Oh this
24:15
won't happen to me." Now, I've shared with you why it's so
24:18
important to do things from the ground up. Our father and mother
24:22
instilled these values in Micah and I from us very, very little
24:25
and it gave us a very acute perspective of looking at
24:28
things. But that perspective cannot live and die with us. We
24:32
are empowered to train our team members, to go through this same
24:35
process. So as you move into the summer months and you go slower
24:39
in your advisory practice, one of the things that I'm going to
24:43
do a call to action I'm going to challenge you to do is to pick
24:46
one process in your office and go through it like a client
24:50
does. Go through it exactly as a client does step by step. Do not
24:53
forget neglect anything, go through it as if you were the
24:57
client yourself. You're going to have so many opportunities to
25:00
understand the user experience what worked, what didn't work,
25:04
like if you send out a link, what does the verbiage in the
25:07
link say? Maybe that's important if the client is clicking on
25:11
your Calendly link. Does it say something that actually means
25:14
something to them, right? Time to visit with my financial
25:17
advisor, important changes happening in my financial life
25:21
that I want my advisor to be aware of, or does it say
25:24
appointment? Appointment doesn't necessarily mean anything
25:27
doesn't add any value. So what are you using there for the user
25:31
experience? And also gives you credibility and trust. We like
25:34
to talk to people that understand the perspective they
25:37
know what we're going through and add to our credibility when
25:41
we come to these conversations. And we have a little experience
25:45
and if it's not our own experience, can we not share
25:48
with them hey, I've had clients go through this. Here's some of
25:51
the things that they you know, wanted to make sure other people
25:55
were aware of. Can they feel part of a community part of oh
25:58
my gosh, I you know, somebody went through that I don't want
26:02
to make that mistake. Thank you so much. I'm going to make sure
26:05
that was top of mine. And then, it also gives us a place to
26:09
empathetic problem solve, especially if you have clients
26:12
that are looking to move homes, change homes, build a home, etc.
26:16
One of the things my father always tells our clients when
26:19
they're about to retire is right when the kids are about to move
26:23
out of the house, you are going to own the biggest house you've
26:26
ever owned in your entire life. That's quote unquote, the dream
26:30
house why? Because all sudden now that the kids are getting
26:33
out of the house, you have money and time to put back into your
26:37
living space, and you're gonna have the biggest home that you
26:41
no longer need. And then he tells the retirees he said in
26:44
your lifetime, you're going to have five homes, and so you have
26:47
your starter home. Then you have a big home then you have your
26:51
quote unquote dream home and you're still going to move to
26:54
more times after the dream home and most clients are like "Oh,
26:58
no, Floyd. Not me, that is not going to happen. I am paying
27:01
this house off. This is where I will die". People do not die in
27:05
their homes anymore. It seldom happens. You're going to have
27:08
more moves because the house is going to be too much for one
27:12
party and nobody that can take care of. And normally in a
27:15
household, one party becomes disabled they become unhealthy
27:19
or unfortunately they pass before the other. You're going
27:22
to have multiple homes and if you don't great to be the one
27:25
that proves me wrong but I want to make sure we're making
27:29
prudent financial decisions. Knowing this! Knowing this
27:32
information and then you can refine the experience. When we
27:35
go through it as the client from the user end. You're going to
27:39
find all of the ways that you can make this so much better for
27:42
the client that you can deliver so much value and use that
27:46
filter when you're going through it. Does this add value? Does
27:49
this step enhance the client experience? And if it doesn't,
27:53
if it takes it, you know, it's either adding or taking away
27:56
there's very very seldom times it's neutral. It either adds to
28:00
the client experience or it takes it away. For example, we
28:03
offer a lot of sparkling waters in our office. Why? Because it's
28:07
on trend. We don't have the same K cups all of the time. We
28:10
offer, if we went to the springtime I want things that
28:13
are citrus I want things that are alive. I want things that
28:17
are light. When we go into the fall, I might have some apples
28:20
some cider, we might have some different things of this nature.
28:24
Everything enhances or takes away from the experience. It is
28:27
seldom ever neutral. All right, and then it's becoming the last
28:31
point about doing all of this for yourself and doing an as the
28:35
client would experience it is now the opportunity to train and
28:38
enhance others as well. We must have the responsibility as
28:41
business owners to train the people around us to see things
28:45
that don't come naturally to them. They don't think it
28:48
matters, but once we start showing it to them, and we start
28:51
reinforcing the value of why it's so important. They will
28:55
start to see it in every facet of their life. And we will
28:58
continue to cultivate a better generation of workers that
29:01
really really care about the client and their experience.
29:06
TPR Nation, this is Jamie Shilanski in an episode of
29:09
Worlds to Conquer. Go find people who share your values and
29:11
change the world!