Latest / The Elevator Careers Podcast / The Future of Elevator Service & Consulting | Michael Caputa, Part 2

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The Future of Elevator Service & Consulting | Michael Caputa, Part 2 · The Elevator Careers Podcast

• 0:00
  SPEAKER_00: It's really up to you on how successful you're going to be.
• 0:06
  SPEAKER_00: And we hear that a lot.
• 0:08
  SPEAKER_00: But it's true.
• 0:08
  SPEAKER_00: And I think that because of the access of information now that we have, um, I think that I mean, think about this.
• 0:19
  SPEAKER_00: In my pocket is a computer that can tell me uh what's going on in China at any moment.
• 0:27
  SPEAKER_00: And a hundred years ago, if somebody passed away in your family and you weren't near them, you wouldn't hear about it until the mail got to you or somebody sent you a telegram, right?
• 0:37
  SPEAKER_00: So not only do we have access to information, but we process so information, so much, so much information that we get lost in that.
• 0:44
  SPEAKER_00: And we forget that we are in control of our own success.
• 0:47
  SPEAKER_00: And so, you know, the words of wisdom are surround yourself with great people who believe in you and they're gonna tell you great things about you, and you're gonna tell them great things about themselves, and then believe it and move in it.
• 0:59
  SPEAKER_00: And the success will follow.
• 1:01
  SPEAKER_00: You know, I it's it's interesting.
• 1:04
  SPEAKER_00: When you do a good job and you do the right thing, the success and the money always come.
• 1:09
  SPEAKER_01: Hello, and welcome to the Elevator Careers Podcast, sponsored by the Allred Group.
• 1:15
  SPEAKER_01: I am your host, Matt Allred.
• 1:17
  SPEAKER_01: In this podcast, we talk to the people whose lives and careers are dedicated to the vertical transportation industry, to inform and share lessons learned, building upon the foundation of those who have gone before, to inspire the next generation of elevator careers.
• 1:33
  SPEAKER_01: Today our guest is Michael Caputa, Regional Vice President with Blackstone Elevator Consulting in Florida.
• 1:39
  SPEAKER_01: Michael started his career with Fiscal Cruft Elevator, as an account manager in Atlanta, and has grown in several different roles and companies.
• 1:47
  SPEAKER_01: Michael is an endurance athlete and has proven over and over the power of the mind over there.
• 1:52
  SPEAKER_01: Michael believes the best bet you can make is on yourself.
• 1:56
  SPEAKER_01: He likes to say hard work beats talent, stay humble, hustle, and never give up.
• 2:02
  SPEAKER_01: This is part two.
• 2:03
  SPEAKER_01: So for part two of this interview, I want to talk a little bit about uh business, you know, do some some business mentoring.
• 2:10
  SPEAKER_01: And specifically, I want to to ask you about you know getting into the consulting business, because you're you're kind of new to that from what I understand.
• 2:19
  SPEAKER_01: And um what was it that that motivated you to get into consulting?
• 2:25
  SPEAKER_00: You know, it being in the industry now, I guess coming up on 16 years, I have seen and been I've experienced so much.
• 2:35
  SPEAKER_00: Uh and it's come at a great cost for me personally, you know, as a father, as a husband first and a father of four kids, and recently now a grandparent.
• 2:45
  SPEAKER_00: Um the the price that we pay to get to where we get takes it's a it's a cost on us personally.
• 2:53
  SPEAKER_00: And so as I continue to go through my career uh on the contracting side, I started to notice that that personal side was starting to take a little bit of a hit.
• 3:05
  SPEAKER_00: And I wasn't willing, you know, ultimately at the end of the day, to let that take a hit, you know.
• 3:11
  SPEAKER_00: So it was more of a personal decision than it was a professional decision.
• 3:16
  SPEAKER_00: Uh, but obviously my experience in the industry helped help make the the professional make up the difference for the professional part.
• 3:24
  SPEAKER_00: Um the other thing that I was starting to uh have a hard time reconciling as a contractor is you know, you could have all the desire and the intent in the world to want to do the best for the customer.
• 3:40
  SPEAKER_00: Uh, and I think that the company does too.
• 3:43
  SPEAKER_00: But there is now, as a contractor, some red tape, just some things that can help, you know, that can hinder you from being able to actually do that.
• 3:53
  SPEAKER_00: Whether, and it could be things that are completely out of the contractor's hands.
• 3:56
  SPEAKER_00: I'm not saying that the contractor's trying to not service the customer, but supply chain issues, uh lack of resources from labor.
• 4:04
  SPEAKER_00: Um, an industry that's constantly evolving.
• 4:07
  SPEAKER_00: Uh, there's, you know, the turnover in the industry is is quite high in certain positions.
• 4:12
  SPEAKER_00: And so you're, you know, constantly having to deal with that.
• 4:16
  SPEAKER_00: And so it just became harder for me to reconcile how am I going to be able to take care of the customer when I really don't have the power to do it.
• 4:24
  SPEAKER_00: Like I can only do so much, and I'm counting on so many other people to get that done.
• 4:30
  SPEAKER_00: Um, and I said, you know what, personally and professionally, I think it's it's time for a change.
• 4:35
  SPEAKER_00: And quite frankly, uh all good salespeople are consulted, you know, based salespeople.
• 4:44
  SPEAKER_00: Oh, yeah.
• 4:44
  SPEAKER_00: And so now you're just shifting gears from being on the contractor side to being an advocate for the the end user, right?
• 4:51
  SPEAKER_00: The customer.
• 4:53
  SPEAKER_01: Yeah.
• 4:53
  SPEAKER_01: What would you say is the single biggest value you bring as a consultant?
• 4:58
  SPEAKER_00: You know, I think the biggest value that I bring as a consultant is the fact that I've I've done it from the contractor side for so long.
• 5:07
  SPEAKER_00: And I know the ins and outs of how the industry works from that perspective.
• 5:13
  SPEAKER_00: Um, I know essentially when you deal with a building, you have a set of priorities, and the contractor has a set of priorities.
• 5:25
  SPEAKER_00: And so now I can bring that to the building and we can make a plan based off of the client's priorities and expectations and budgets, and and try to get them the best value from bringing all of that experience that I have from the contractor side.
• 5:43
  SPEAKER_01: Right, right.
• 5:44
  SPEAKER_01: Well, and you've probably seen some times where you feel like, wow, that's probably not totally fair to the customer.
• 5:50
  SPEAKER_01: And so seeing that from the other side, you'll pick up on that pretty quick.
• 5:54
  SPEAKER_00: Uh uh, no, and but it goes both ways too, right?
• 5:58
  SPEAKER_00: You know, um, I think to be a successful consultant, you you've got to be able to stand up to the customer and tell them that they're wrong too.
• 6:04
  SPEAKER_00: You know, so yeah, obviously, when you you do the very best that you can at all times, and sometimes it doesn't go the way that you thought it was gonna go.
• 6:14
  SPEAKER_00: And yes, uh, I don't want to say that the on the contracting side that the customer was taken advantage of, but at the same time, you don't know what you don't know.
• 6:24
  SPEAKER_00: And did you did you pay a little bit more than you should have?
• 6:28
  SPEAKER_00: Maybe.
• 6:29
  SPEAKER_00: You know, did was there a different solution that could have got the same result that didn't cost as much?
• 6:35
  SPEAKER_00: Maybe.
• 6:36
  SPEAKER_00: Um, does is there some terms within the contract that maybe a little bit more favorable for the contractor than than the end user?
• 6:44
  SPEAKER_00: Maybe.
• 6:45
  SPEAKER_00: And so, yeah, but at the same time, I can stand in front of the customer and go, you know what, you're you're wrong.
• 6:52
  SPEAKER_00: Sure.
• 6:53
  SPEAKER_02: Sure.
• 6:53
  SPEAKER_00: Ultimately, the contractor had no idea that this was going to happen until they got in and started doing the work.
• 6:59
  SPEAKER_00: And so, yes, it's an additional charge to you, and it's not wrong.
• 7:02
  SPEAKER_01: You know, they're your equipment that needs to be fixed.
• 7:05
  SPEAKER_01: I mean, if your transmission fails and and you were in there for an oil change, well, guess what?
• 7:09
  SPEAKER_01: You're buying a new transmission too.
• 7:12
  SPEAKER_00: Absolutely.
• 7:13
  SPEAKER_00: I mean, you think of a good attorney or an insurance adjuster, they're able to know that the industry just different, you know, better than you.
• 7:21
  SPEAKER_00: You know, as a building owner, uh, how many other things do you have to deal with?
• 7:26
  SPEAKER_02: Right.
• 7:26
  SPEAKER_00: Property management, uh, HAC, landscape.
• 7:30
  SPEAKER_00: I mean, I can even imagine.
• 7:32
  SPEAKER_00: And so why not pay a small little premium to have somebody come in and advocate for you that knows the industry?
• 7:39
  SPEAKER_00: So I think that's the biggest value that I bring.
• 7:42
  SPEAKER_01: Yeah, yeah.
• 7:43
  SPEAKER_01: And it so this is just my perspective, but it it seems like consulting is a a growing sector.
• 7:48
  SPEAKER_01: Do you do you agree with that or do you what do you see?
• 7:52
  SPEAKER_00: You know, it's because I'm so new into consulting, um, I don't necessarily know if it's growing.
• 7:59
  SPEAKER_00: Uh what I can tell you though is that there are definitely opportunities as we continue to grow the industry for people to come along and to educate the the end user that's not a that's not a contractor.
• 8:14
  SPEAKER_00: So I mean you're always gonna battle though at the end of the day, um how do you make the the end user aware that they're the consulting is needed, right?
• 8:32
  SPEAKER_00: So, you know, is it growing?
• 8:34
  SPEAKER_00: Probably, but I think more than more than anything, or just like everything else, maybe just awareness of it is growing.
• 8:42
  SPEAKER_00: As we look at LinkedIn and other social media platforms, and then just experiences word of mouth, customers going to consultants to to have a better experience.
• 8:52
  SPEAKER_00: I think that that just people are becoming more aware.
• 8:55
  SPEAKER_01: Yeah, yeah.
• 8:56
  SPEAKER_01: So let me let me ask this question because I've always been a little intrigued.
• 8:59
  SPEAKER_01: I mean, you you obviously ran businesses, you you know, you've you've been on the small business side, and and what what kind of goes through my head is is I guess the relationship from contractor to consultant to building owner or manager, or um, what does that look like from the you know, let maybe your branch manager or something like that?
• 9:21
  SPEAKER_01: Um are consultants, you know, are they your friend, are they enemy?
• 9:25
  SPEAKER_01: What how how have you received, you know, I guess.
• 9:28
  SPEAKER_00: Oh, that's a great question.
• 9:30
  SPEAKER_00: And the answer is both from a branch manager or from a contractor perspective.
• 9:36
  SPEAKER_00: Um, I think most times it's the same that it is with any other industry.
• 9:44
  SPEAKER_00: If there is a situation where the customer is not satisfied or is unhappy and they bring in a consultant, majority of the time it's a misunderstanding or a lack of communication.
• 9:57
  SPEAKER_00: Interesting.
• 9:58
  SPEAKER_00: Okay, and so from a contractor side, you get a little bit anxious about a consultant coming on board because we've all been, as contractors, subjected to consultants that were just so pro-customer that you you really felt like you couldn't win.
• 10:17
  SPEAKER_00: And that's not my objective, or the objective of Blackstone is not that you know, our objective is to mend relationships.
• 10:25
  SPEAKER_00: Um, as a contractor, and especially with the major elevator companies now, account managers have hundreds, if not thousands, of elevators that they are responsible for.
• 10:39
  SPEAKER_00: And to say that you're getting out to see all these customers is just it's it's it's impossible.
• 10:45
  SPEAKER_00: But when a consultant comes on board, if I'm a contractor, I'm a branch manager now, I'm starting to say, you know what, we have an opportunity.
• 10:52
  SPEAKER_00: Let's make the most of the opportunity, let's manage the relationship, let's fix what the problems are, and we can continue to keep that relationship moving forward, right?
• 11:01
  SPEAKER_00: The company the consultant can actually help with that process.
• 11:05
  SPEAKER_00: Oh, absolutely.
• 11:06
  SPEAKER_00: So as a as a contractor, you know, I would just remind them that it's not a bad thing, you know, ultimately to have somebody come in to help help the business.
• 11:17
  SPEAKER_00: And the sooner that we all get in partnership, the smoother that's that whole process is gonna go.
• 11:24
  SPEAKER_01: Right, right.
• 11:25
  SPEAKER_01: Well, it's interesting to hear you say, you know, it's it's a misunderstanding, or it's you know, there's you know, it it I guess um what are what are the uh I don't know, I guess it depends on the size of the business, depends on a lot of things, how many customers you have.
• 11:39
  SPEAKER_01: What are some things small businesses can do and or branches can do, uh, those people in the branches to I guess to to really keep those the communication smooth.
• 11:52
  SPEAKER_00: Yeah, I there's really no, I mean that's the biggest challenge for every organization.
• 11:58
  SPEAKER_00: It's going to be communication, and there's really no magic wand.
• 12:01
  SPEAKER_00: Um, I think ultimately the the best thing that you can do is just look for signs of of frustration, or you know, it doesn't take a rocket scientist to understand that if an elevator barrier has been shut down for more than a couple of days and you haven't made the phone call to let the customer know that should be, you know, those are the the things that you're gonna do.
• 12:24
  SPEAKER_01: The bad news you need to give two days ago.
• 12:27
  SPEAKER_00: Yeah, exactly, exactly.
• 12:29
  SPEAKER_00: And um, spending the effort to get the information right, you know, we live in a in an age where we're such we're so used to the information coming to us right that it's really hard for us, or you know, it's difficult to get information sometimes, or we think it is, but spend the extra effort to to figure out those different metrics that you your KPIs are for your company.
• 12:53
  SPEAKER_00: And you could probably mitigate you know, a vast majority of customer concerns by just putting in the extra effort to understand them and find out what they are.
• 13:04
  SPEAKER_00: Because, like I had said earlier, you know, in the technology is there.
• 13:09
  SPEAKER_01: Yeah, so let's dig into that just a little bit.
• 13:11
  SPEAKER_01: What would that look like?
• 13:12
  SPEAKER_01: I mean, is that is that you know, maybe I'm the the account rep driving driving across town and and actually visiting the elevator, visiting the customer, is it more about calling the mechanics or well, I'm just curious, what does that look like?
• 13:25
  SPEAKER_00: Yeah, I I I wish it was a a cookie cutter, you know, scenario where um, but now because of where we are um in the 21st century, I think that your plan is you start off the day saying, I'm gonna take care of the customer no matter what it takes.
• 13:41
  SPEAKER_00: That's my plan.
• 13:42
  SPEAKER_00: And so how do you execute that plan?
• 13:44
  SPEAKER_00: Well, yeah, I want to be in front of their face, but it may not always work out that way.
• 13:48
  SPEAKER_00: Uh, and if it's at the very least a phone call, you know, emails are so impersonal, I would never suggest delivering uh bad news via email.
• 13:56
  SPEAKER_00: But if you can't get there face to face, you can make the phone call.
• 13:59
  SPEAKER_00: Uh, but it doesn't mean that you can't rely on the mechanic, right?
• 14:03
  SPEAKER_00: If you have a great relationship with the mechanic, the mechanic usually has a great relationship with the customer.
• 14:08
  SPEAKER_00: And if you can leverage that as an opportunity to have the mechanic assist you with that customer uh experience, then do it.
• 14:17
  SPEAKER_00: Then do it.
• 14:17
  SPEAKER_00: Know your audience, know your uh know the situation because it's so situational.
• 14:23
  SPEAKER_00: Um, and to say that I had the the the best advice to do all the time, it's you just have to really be you gotta be mindful of what the situation is and then what your what your resources are to to engage.
• 14:36
  SPEAKER_00: Yeah, you always engage.
• 14:38
  SPEAKER_00: You have to engage.
• 14:40
  SPEAKER_01: Right, right.
• 14:40
  SPEAKER_01: And and it'll be different every time, it sounds like but it will be different every time.
• 14:44
  SPEAKER_01: You know, know your know your what what you have, right?
• 14:47
  SPEAKER_01: Who who's on your team?
• 14:49
  SPEAKER_01: Because it's very much a a team effort, right?
• 14:51
  SPEAKER_00: Maybe you have a mechanic, maybe your serve service superintendent's got one of the most thankless jobs on the planet, you know, and so just by taking five minutes a day, 15 minutes a day to check in with your superintendent, and maybe not even make it about work.
• 15:05
  SPEAKER_00: Hey, Bob, how's the family doing?
• 15:08
  SPEAKER_00: You know, hey, what is that hunting trip coming up?
• 15:10
  SPEAKER_00: You know, just to where you can connect because guess what?
• 15:14
  SPEAKER_00: When there's that relationship internally with the mechanic, the superintendent, the admins, they're gonna be funneling you information just because they know that you are on their team.
• 15:25
  SPEAKER_01: Right, right.
• 15:26
  SPEAKER_01: You gotta you gotta prove that you care, right?
• 15:28
  SPEAKER_01: Care about them as individuals, care about the team, care about the customer.
• 15:31
  SPEAKER_01: Hey, I want to know, right?
• 15:33
  SPEAKER_01: If if something's broken, I want to be in it.
• 15:36
  SPEAKER_00: I want to be in it.
• 15:38
  SPEAKER_00: And and honestly, I think when you look at the most successful people in our industry are the ones that love solving problems.
• 15:46
  SPEAKER_02: Sure.
• 15:48
  SPEAKER_00: Because that's what we do.
• 15:49
  SPEAKER_00: You know, when the elevator is running, it's supposed to.
• 15:55
  SPEAKER_00: Right?
• 15:56
  SPEAKER_00: So you know, broken elevator means you have an opportunity to solve a problem.
• 16:00
  SPEAKER_00: So embrace it, figure it out.
• 16:03
  SPEAKER_01: Yeah, yeah, and and to your point, communicate with all the all the stakeholders and and it'll go so much better than you know, it's not just it's not just a mechanical function that needs to be figured or electrical, it's it's the entire relationship, really.
• 16:20
  SPEAKER_00: Yeah, and and and also too, when you think about it from a perspective you put yourself in the customer's shoes, I know that's kind of cliche.
• 16:28
  SPEAKER_00: What I've realized is that unless you're dealing with the building owner, and even with the building owner, but more times with the property manager or the chief engineer, um, they have bosses and they have tenants and they're getting asked questions.
• 16:43
  SPEAKER_00: And when we as a provider don't don't give answers, goes back to hey, no news is still the news, right?
• 16:51
  SPEAKER_00: Just give them answers so that they look like they're doing what they're supposed to do in front of the people that are counting on them.
• 16:59
  SPEAKER_01: That's a good point.
• 16:59
  SPEAKER_01: I hadn't hadn't really thought of that.
• 17:00
  SPEAKER_01: But yeah, if you got upset tenants, I mean, I'm you know, doctor's office on the second floor.
• 17:05
  SPEAKER_01: Hey, we're out of business because nobody can get up to our office.
• 17:08
  SPEAKER_01: I mean, that's intense.
• 17:09
  SPEAKER_01: And yeah, if you're the business you know, the building manager and you've got no answers.
• 17:15
  SPEAKER_00: Yeah, it's a scary feeling, right?
• 17:17
  SPEAKER_00: It's a hopeless feeling.
• 17:18
  SPEAKER_00: And um, I mean, you don't have and then the other thing too is a lot of times I saw where people didn't want to engage because they didn't have a really good answer or they didn't have all the answers.
• 17:31
  SPEAKER_02: Right.
• 17:31
  SPEAKER_00: But I don't think the customer wants you to have it solved immediately.
• 17:35
  SPEAKER_00: I mean, they they may want that, but they'll deal, they'll they'll accept you giving them bits and pieces.
• 17:40
  SPEAKER_01: Sure.
• 17:40
  SPEAKER_01: Which is what you have is better than than giving them nothing.
• 17:44
  SPEAKER_00: Exactly.
• 17:45
  SPEAKER_00: What you can't do is manipulate it or stretch it or you know, tell a white lie, because those things always come out.
• 17:52
  SPEAKER_00: You know, I are you can't.
• 17:53
  SPEAKER_01: Oh, it's gonna blow up in your face when you say, Oh, yeah, tomorrow morning we'll be there.
• 17:56
  SPEAKER_01: You know, we got two crews showing up, and they're gonna and then they don't show, right?
• 18:01
  SPEAKER_00: Great, yeah.
• 18:01
  SPEAKER_00: It was never gonna happen, right?
• 18:03
  SPEAKER_00: Or or or UPS lost the part, you know, and and you didn't get ordered, you know.
• 18:08
  SPEAKER_00: Okay, well, send me the tracking number.
• 18:10
  SPEAKER_00: Oh, you know, yeah, so it just it's a lot better to say, I I didn't order the part, but I'm gonna order it overnight.
• 18:17
  SPEAKER_00: We'll have it tomorrow.
• 18:18
  SPEAKER_00: It's my fault.
• 18:19
  SPEAKER_00: I'm sorry.
• 18:20
  SPEAKER_02: Very sorry.
• 18:21
  SPEAKER_00: Very sorry.
• 18:23
  SPEAKER_00: So, you know, do I think that that's the the approach when you think about being successful.
• 18:32
  SPEAKER_01: Right.
• 18:33
  SPEAKER_01: Yeah.
• 18:33
  SPEAKER_01: And yeah, it's uh lot to think about, but but obviously you've uh you've been at it long enough that you you you see all those pieces and all those parts.
• 18:43
  SPEAKER_01: So um that's very cool.
• 18:46
  SPEAKER_01: Um so one of the things I wanted to uh well curious, you know, as you as you look at the industry, the changes, and we've talked a little bit about that.
• 18:56
  SPEAKER_01: What would you see?
• 18:58
  SPEAKER_01: What are some of the trends you see over the next five, 10 years that that could change the some of the dynamics?
• 19:05
  SPEAKER_00: You know, I think that we still are are are trying to figure out our way out of uh the pandemic.
• 19:15
  SPEAKER_00: We're still trying to figure out how we're going to find the resources that we need in order to take care of what's coming down the pipe.
• 19:28
  SPEAKER_00: And you know, there's no labor tree.
• 19:32
  SPEAKER_00: You know, you can't just go out and get mechanics.
• 19:34
  SPEAKER_00: And so I'm really expecting that you're going to see a focus on training, you know, apprentice mechanics and really going after getting more employees because I think what what really whacked us in the pandemic is we had an aging uh mechanic base, and then we had the pandemic.
• 19:59
  SPEAKER_00: And so we we kind of got hit on both ends of the spectrum.
• 20:03
  SPEAKER_00: And uh, you know, I think it's important for us to make sure that we invest in the new generation of mechanics that are that are gonna be coming up, and then also, too, I think that the strategy of you know pivoting a little bit to being more of a concierge boutique service is fine that a little bit for me.
• 20:24
  SPEAKER_01: I I like what you're saying, but but help me.
• 20:27
  SPEAKER_00: You know, a lot of times we just slap down a maintenance contract in front of a customer, and it's the same contract that we would give a two-stop hydro as opposed to uh three 15-stop elevators in a residential building.
• 20:43
  SPEAKER_00: And if you can get them to sign it, great.
• 20:48
  SPEAKER_00: But you really didn't define anything that they're gonna get, you didn't differentiate yourself, you didn't really provide any value into you know, because a two-stop hydro is a lot different than a building with three elevators and 15 stories.
• 21:00
  SPEAKER_00: And so I think that you know, we we need to be sensitive to that.
• 21:04
  SPEAKER_00: Now I get it, you know, a lot of times we want to make it the McDonald's model, right?
• 21:08
  SPEAKER_00: We want to we want to franchise this thing.
• 21:10
  SPEAKER_01: Drive through and boom, boom, boom.
• 21:12
  SPEAKER_00: Yeah, but it doesn't it, but it doesn't translate well in our industry, and I'll tell you why, because you know, if you order a Big Mac in California and you order a Big Mac in Miami and you order a Big Mac in Atlanta, you're gonna get the same Big Mac, right?
• 21:25
  SPEAKER_00: But if I'm selling elevators or elevator service to somebody in California, somebody in Miami, somebody in Atlanta, somebody in Birmingham, it's all different.
• 21:34
  SPEAKER_00: You have a different customer base, a different set of needs.
• 21:38
  SPEAKER_00: And so it can't be as cookie cutter as we we'd like it to be.
• 21:42
  SPEAKER_00: And so it has to be centered around the needs of that market, that customer, that building, the way they use the equipment.
• 21:53
  SPEAKER_00: You know, you know, a church is going to be a little bit different than a hospital in the way they use their equipment.
• 21:59
  SPEAKER_00: And so we've got to be able to to cater to that.
• 22:02
  SPEAKER_00: And I think that we will see that shift.
• 22:04
  SPEAKER_00: I think we'll see companies that will start to pay attention to, hey, how can I make this work for this customer?
• 22:11
  SPEAKER_01: Right.
• 22:11
  SPEAKER_01: Right.
• 22:12
  SPEAKER_01: Well to your point, I mean, I'm sure that yeah, some some buildings don't use their elevators very much at all.
• 22:19
  SPEAKER_01: Maybe, maybe one or two days a week and then you got a hospital that's it never stops.
• 22:23
  SPEAKER_01: I mean it's it's 247.
• 22:26
  SPEAKER_01: Um so and I'm sure there are are some out there, but I guess what I hear you say is is so in other words some people out there are are seeing that.
• 22:35
  SPEAKER_01: But I think I see you saying it's going to happen more.
• 22:38
  SPEAKER_01: It needs to um that it we'll see more of that.
• 22:42
  SPEAKER_00: Yeah.
• 22:43
  SPEAKER_00: I think it will I mean I what you're seeing is you know um in certain markets you have these independent companies that come in and they have that niche right they have a niche market where they're just really good at at one aspect of of the business.
• 22:57
  SPEAKER_00: And when I was coming up through the industry we we were seeing that with uh with the majors you know I mean it was just uh when I this tells on me but when I first got in the industry we were seeing monthly visits with the majors was still part of the standard offering and as continuing you know cost started to increase they had to reduce visits but we also know that elevators that are newly installed don't need as much maintenance.
• 23:26
  SPEAKER_00: And so it was a balance you know it's a balance and then it goes back to okay well if we're going to do this service delivery model as an as a major are we locked into it are we locked into the service delivery model or are we going to allow our team to pivot because the only way that we're going to continue to increase profits is by taking care of the customer and having the residual income of our maintenance contracts not being canceled because we couldn't deliver.
• 23:51
  SPEAKER_03: Yeah.
• 23:52
  SPEAKER_00: And so I do see a shift I do see a shift of that coming back to the to the to the industry.
• 23:57
  SPEAKER_00: I believe it needs to happen.
• 23:59
  SPEAKER_01: Yeah yeah and thank you for for talking through that a little bit so um we're uh we're about out of time but as we uh as we wrap up just curious uh and you know maybe you've already answered it but what what are some words of wisdom you could share with um the industry and and I'd say that may have been what you just answered but um what and I I'm so humbled to even think that I would be able to have an opportunity that somebody would ask me to give words of wisdom.
• 24:30
  SPEAKER_00: You know I think that ultimately just going kind of piggybacking on some of the ideas that I had shared before it's really up to you on how successful you're going to be.
• 24:42
  SPEAKER_00: And we hear that a lot but it's true.
• 24:45
  SPEAKER_00: And I think that because of the access of information now that we have um I think that I mean think about this in my pocket is a computer that can tell me uh what's going on in China at any moment.
• 25:03
  SPEAKER_00: And a hundred years ago if somebody passed away in your family and you weren't near them you wouldn't hear about it until the mail got to you or somebody sent you a telegram right so not only do we have access to information but we process so information so much so much information that we get lost in that and we forget that we are in control of our own success.
• 25:24
  SPEAKER_00: And so you know the words of wisdom are surround yourself with great people who believe in you and they're going to tell you great things about you and you're going to tell them great things about themselves and then believe it and move in it.
• 25:36
  SPEAKER_00: And the success will follow you know I it's it's interesting.
• 25:40
  SPEAKER_00: When you do a good job and you do the right thing the success and the money always come.
• 25:46
  SPEAKER_01: So thank you thank you my humble words of wisdom beautiful beautiful and uh well said so thank you Michael I appreciate you being on the show today been a lot of fun and I wish you the best in your new adventure.
• 26:01
  SPEAKER_00: Thank you very much.
• 26:03
  SPEAKER_01: Thank you thank you for listening to the Elevator Careers Podcast sponsored by the Allred Group a leader in elevator industry recruiting you can check us out online at elevatorcareers.net please subscribe and until next time stay safe