Latest / Business Brain – The Entrepreneurs’ Podcast / Employee Buy-in + Last Bottle Wines

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Employee Buy-in + Last Bottle Wines · Business Brain – The Entrepreneurs’ Podcast

• 0:01
  Dave Hamilton: Business Brain, episode 754 for Wednesday, May 20th, Be a Millionaire Day, 2026.
• 0:09
  Dave Hamilton: Welcome back. Woo! Welcome back.
• 0:10
  Shannon Jean: Gotta love that.
• 0:11
  Dave Hamilton: I agree.
• 0:13
  Shannon Jean: I think I like to think like that every day.
• 0:16
  Dave Hamilton: There's no reason not to.
• 0:18
  Shannon Jean: Yeah, once a year? Come on. That's ridiculous.
• 0:20
  Dave Hamilton: No, every day. Every day.
• 0:21
  Shannon Jean: Yeah, at least once a week when you listen to us.
• 0:24
  Dave Hamilton: That's right. That's right. Yeah, yeah.
• 0:26
  Shannon Jean: I hope you feel like it.
• 0:36
  Dave Hamilton: Greetings, folks, and welcome to Business Brain, the show where we take some ideas,
• 0:41
  Dave Hamilton: we crunch them, we dissect them, we use them so that we can each keep tuning
• 0:45
  Dave Hamilton: our business brains and be a millionaire every single week. Yeah, absolutely.
• 0:53
  Dave Hamilton: Our sponsors that will help you along that path are whatnot.com slash sell,
• 1:01
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• 1:06
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• 1:15
  Dave Hamilton: There's nothing else to do. You just go download the app, search for whatnot
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  Dave Hamilton: in the app store, and that's where you're going to be able to get free shipping on your first order.
• 1:21
  Dave Hamilton: And then bitdefender.com slash brain, where you can save 30% on Bitdefender
• 1:26
  Dave Hamilton: Ultimate Small Business Security.
• 1:28
  Dave Hamilton: We'll talk more about those in depth in a little bit. For now,
• 1:32
  Dave Hamilton: here in Durham, New Hampshire, I'm Dave Hamilton.
• 1:34
  Shannon Jean: Hey, up here in Northern California. I'm Shannon Jean back was up in the mountains
• 1:37
  Shannon Jean: this weekend man it's so good to get away from the screens and uh,
• 1:42
  Shannon Jean: be amongst the campfires and do some paintings, some work on the deck and get
• 1:48
  Shannon Jean: away. I felt like a millionaire.
• 1:50
  Shannon Jean: And, you know, that stuff is, I love, don't get me wrong, I love the online
• 1:55
  Shannon Jean: business world and everything else, but it's so nice just to get away.
• 1:58
  Dave Hamilton: And you got back, not just to
• 2:00
  Dave Hamilton: all of your screens, but to all of your wind chimes too, which is really.
• 2:03
  Shannon Jean: Yeah, you hear it out there? It's because it's, I cannot tell you how windy it is out here today.
• 2:08
  Shannon Jean: It's finally dying down, but it has been like all night.
• 2:11
  Shannon Jean: There's like 50,000 people around our area out of with no power because PG&E
• 2:17
  Shannon Jean: shuts down the power because once they got held liable for the fires when trees
• 2:24
  Shannon Jean: started falling on the stuff they said okay we're just going to turn off the
• 2:27
  Shannon Jean: power when the fire or when the wind comes.
• 2:30
  Dave Hamilton: That problem that's right.
• 2:31
  Shannon Jean: Simple it's simple yeah so that's why you hear a little bit of that but it's kind of nice in the,
• 2:38
  Shannon Jean: Yeah, it may may 20th.
• 2:40
  Dave Hamilton: I turned on the waves NS one plug in to hopefully make it go away.
• 2:44
  Dave Hamilton: There we go. It's it's not there consistently. You know, it's there when you
• 2:48
  Dave Hamilton: talk so you don't get the context of it.
• 2:50
  Dave Hamilton: To have it there in the background would actually be great the way
• 2:53
  Dave Hamilton: we process the audio that that would not work um i
• 2:56
  Dave Hamilton: see i love that kind of stuff i i am
• 2:59
  Dave Hamilton: and i need to be very careful about how
• 3:03
  Dave Hamilton: i say this because the the the self-talk let
• 3:06
  Dave Hamilton: me get out get away with being a bad manager for a
• 3:09
  Dave Hamilton: very long time i well i used to say i'm
• 3:12
  Dave Hamilton: a bad manager but i turns out i'm a good leader
• 3:15
  Dave Hamilton: and those were that was a true statement those
• 3:18
  Dave Hamilton: are two true things but saying that allowed
• 3:22
  Dave Hamilton: me that was an it became an excuse it was like well
• 3:25
  Dave Hamilton: like i get i i know that
• 3:28
  Dave Hamilton: i'm a bad manager i'm acknowledging it and therefore i don't have to work on
• 3:31
  Dave Hamilton: changing it and that maybe isn't the best thing so uh i am a bad manager i am
• 3:38
  Dave Hamilton: working on becoming a better manager uh and i the one of the things that i i
• 3:44
  Dave Hamilton: I wound up with one of the projects we have.
• 3:46
  Dave Hamilton: I wound up taking over a team, our customer support team back in December.
• 3:51
  Dave Hamilton: And I've talked a little bit about that here.
• 3:53
  Dave Hamilton: And so it means managing people.
• 3:56
  Dave Hamilton: And there are people that are talking to our customers.
• 4:00
  Dave Hamilton: And, of course, customer service is near and dear to my heart,
• 4:04
  Dave Hamilton: which makes managing the people that are doing the customer service tough for
• 4:08
  Dave Hamilton: me and for them because I have very,
• 4:12
  Dave Hamilton: very strong opinions about how every business is in the customer service business
• 4:16
  Dave Hamilton: and the right way to do it and the wrong way to do it. And we were doing it the wrong way.
• 4:21
  Dave Hamilton: There is no question. Everybody on the team understands we were doing it the
• 4:24
  Dave Hamilton: wrong way. We had adopted overtime, a customer hostile approach to a lot of
• 4:29
  Dave Hamilton: things, and it was time to fix that.
• 4:32
  Dave Hamilton: And we were able to fix a lot of it right away.
• 4:37
  Shannon Jean: That's great.
• 4:38
  Dave Hamilton: But there are still some habitual things in the process. This is an eight-year-old
• 4:44
  Dave Hamilton: business. There are patterns and habits.
• 4:47
  Dave Hamilton: Need to be changed and it's great like there's a conversation happening everybody's
• 4:51
  Dave Hamilton: really on board i i am shocked and i could say this now uh i am shocked that
• 4:57
  Dave Hamilton: we did not have to part ways with any of our customer service people i'm pleased oh they were able
• 5:03
  Shannon Jean: To readjust exactly.
• 5:04
  Dave Hamilton: Reset i i didn't i didn't i
• 5:07
  Dave Hamilton: didn't know you know it's like are they are they too set in their ways to do
• 5:11
  Dave Hamilton: this job differently and to pivot and to do all the things we need to do and
• 5:15
  Dave Hamilton: no the answer was no they were not too set in their ways they're very happy
• 5:18
  Dave Hamilton: to be pivoting nice learning and and like and having better interactions with customers like it's you
• 5:26
  Shannon Jean: Know yeah they should enjoy it more right.
• 5:27
  Dave Hamilton: Way more way more and our reviews are going up and all these things so it's it's it's great um
• 5:34
  Dave Hamilton: but we still have these things where it's
• 5:36
  Dave Hamilton: like oh yep like so you're still saying that like you
• 5:40
  Dave Hamilton: you say you understand how to be that that like we need to prioritize empathy
• 5:45
  Dave Hamilton: and you know lead with empathy is is how i yep exactly and and but like what
• 5:55
  Dave Hamilton: that actually means in practice isn't always entirely clear
• 6:00
  Dave Hamilton: And I had a thing last week where it was like, yeah, no, like we need to fix this.
• 6:06
  Dave Hamilton: And thankfully, like they came up with this idea. I gave him like, well, don't say that.
• 6:12
  Dave Hamilton: Say this, you know, be more empathetic.
• 6:15
  Dave Hamilton: Don't be careful not to tell the customer that they were wrong.
• 6:23
  Dave Hamilton: Help the customer be right the next time.
• 6:26
  Dave Hamilton: Right. Like, because that's a big,
• 6:29
  Shannon Jean: Uh, uh, that's very important.
• 6:32
  Dave Hamilton: Yes.
• 6:33
  Shannon Jean: How to frame, frame that to your, to your customer.
• 6:35
  Dave Hamilton: Right. Right. And it, it's, it's a very difficult sometimes.
• 6:38
  Dave Hamilton: It's a very different thing.
• 6:40
  Dave Hamilton: Yeah. But that whole idea of reassurance rather than correction.
• 6:45
  Dave Hamilton: Right. You know, like it, and, and it, it changes the entire thing.
• 6:50
  Dave Hamilton: And it's, the problem is it's hard, not, it's hard to notice that when you've
• 6:54
  Dave Hamilton: been doing it one way for so long.
• 6:56
  Dave Hamilton: Right. And so we had a conversation about it. I was like, okay,
• 7:00
  Dave Hamilton: this is great. Like, fine.
• 7:02
  Dave Hamilton: And then they asked me, they're like, okay, well, I have other things that are
• 7:07
  Dave Hamilton: going to come up like this.
• 7:09
  Dave Hamilton: Do you want to tell me what to say? Or do you want me to propose what I think
• 7:15
  Dave Hamilton: the right answer would be?
• 7:16
  Dave Hamilton: And we can effectively workshop it. It was like, I want the latter.
• 7:20
  Dave Hamilton: And it made me, in the moment, it made me realize the value.
• 7:25
  Dave Hamilton: And I freaking hate that this is how humans, we humans are.
• 7:31
  Dave Hamilton: I I've spent my entire career avoiding having
• 7:35
  Dave Hamilton: to get buy-in and consensus on
• 7:38
  Dave Hamilton: things because it's such a waste of time in my opinion I know that it's not
• 7:45
  Dave Hamilton: but yeah it's it's not but I I feel like it's like nope this is the way to do
• 7:51
  Dave Hamilton: it this is the right way to do it yes yes why why do I need your consensus we'll
• 7:55
  Dave Hamilton: just do it yeah of course it's right yeah
• 7:58
  Shannon Jean: I totally agree with you And I think there's lots of business owners listening
• 8:03
  Shannon Jean: and managers listening that would be like, oh yeah, we know how to do it, do it.
• 8:08
  Shannon Jean: But to do it right is,
• 8:11
  Shannon Jean: You have to have that buy-in. They have to feel like, you know.
• 8:16
  Dave Hamilton: Otherwise, you're going to micromanage them all the time. Yeah.
• 8:19
  Dave Hamilton: It's never going to get there.
• 8:20
  Shannon Jean: No, you don't want robots. You don't want them just, oh, I got to read the sentence that Dave said.
• 8:25
  Shannon Jean: Right. Because they need to react to every unique situation and be able to,
• 8:30
  Shannon Jean: you know, think on the fly.
• 8:32
  Shannon Jean: Yes. And come up with solutions that, you know.
• 8:36
  Dave Hamilton: And they're all very smart. It's not an intelligence thing.
• 8:40
  Shannon Jean: No, no, no, no.
• 8:40
  Dave Hamilton: Getting them to understand the way I need them to understand,
• 8:46
  Dave Hamilton: not do the way I need you to do,
• 8:48
  Dave Hamilton: but to understand the way I need you to understand so that the byproduct of
• 8:52
  Dave Hamilton: that is that you will do things the way that we need you to do them.
• 8:54
  Dave Hamilton: But it's the understanding.
• 8:56
  Dave Hamilton: And to get understanding, you have to have buy-in and consensus.
• 8:59
  Dave Hamilton: And one way to get that is asking them to draft the things and leaning in when
• 9:05
  Dave Hamilton: it's the right way and reassuring,
• 9:09
  Dave Hamilton: not correcting, when it's the wrong way. You know, it's like that whole thing.
• 9:14
  Shannon Jean: Yeah, well, that buy-in is super powerful. I mean, I use it for setting KPIs, right? Yeah.
• 9:20
  Shannon Jean: For bonuses and benchmarks that people need to meet. And I just flip it to them.
• 9:27
  Shannon Jean: I say, okay, set your KPIs and then let's talk about it.
• 9:31
  Shannon Jean: And then, so it's just another level of ownership, right?
• 9:37
  Shannon Jean: It's, yeah, you do have to workshop the KPIs because you're like,
• 9:40
  Shannon Jean: well, come on, you know, you can get that done tomorrow. Right.
• 9:43
  Shannon Jean: Or that's way too, you're not going to get that done this month.
• 9:46
  Shannon Jean: It's too much or whatever this quarter.
• 9:48
  Shannon Jean: So you, but if it foundationally starts with them,
• 9:53
  Shannon Jean: Or at least if they have that input.
• 9:55
  Dave Hamilton: Input, it's a conversation.
• 9:57
  Shannon Jean: It's so much, it's just more powerful.
• 10:00
  Shannon Jean: Yeah. It is. And I understand your frustration. It, it's just right.
• 10:04
  Dave Hamilton: Yeah. It's like, I know what you need. I like, I, I don't, I also,
• 10:08
  Dave Hamilton: I think it was, wow, there's a whole other conversation to have, which we will have.
• 10:13
  Dave Hamilton: I just don't want to do this, but yes, the, that, yeah, I, I have been learning
• 10:16
  Dave Hamilton: like the last six to eight months.
• 10:18
  Dave Hamilton: I've learned so much about the value of buy-in and consensus,
• 10:23
  Dave Hamilton: and it's something I actively avoided for my entire career because I just thought,
• 10:28
  Dave Hamilton: well, why do we need – I don't need consensus.
• 10:31
  Dave Hamilton: It's the right way. It's the right way.
• 10:33
  Shannon Jean: The bigger your teams get, I think, even the more disconnected and the more
• 10:39
  Shannon Jean: autonomy that they have, the more important it really is.
• 10:43
  Shannon Jean: And it's that ground-up –,
• 10:48
  Shannon Jean: leadership maybe thinking about it and trying to come up. But it is difficult
• 10:51
  Shannon Jean: because like you, I'm, I'm just like, I know, I know the right way.
• 10:54
  Shannon Jean: I know, I know how to do this customer service. I know what to tell them.
• 10:57
  Dave Hamilton: Right.
• 10:58
  Shannon Jean: They are, you're not going to be there looking over their shoulder.
• 11:00
  Dave Hamilton: And I don't want to be, if they don't want me to be like all of the,
• 11:04
  Dave Hamilton: no, it really, it's without buy-in.
• 11:06
  Shannon Jean: That's what it turns into.
• 11:07
  Dave Hamilton: It has to turn into that. Yeah, that's right. Because they know I'm not trusting
• 11:10
  Dave Hamilton: them, right? Like that's, yeah. If I don't have templates,
• 11:14
  Shannon Jean: You can make templates and you can do different things, but that only gets you
• 11:18
  Shannon Jean: so far before they have to start thinking for themselves.
• 11:21
  Dave Hamilton: Correct. And that's where we are. We updated all the templates.
• 11:25
  Dave Hamilton: We did all those things initially, and that made a huge difference.
• 11:28
  Dave Hamilton: But now it's like, oh, I see.
• 11:30
  Dave Hamilton: The why behind that wasn't entirely clear, so we need to keep working on it,
• 11:36
  Dave Hamilton: which is fine. It's fine.
• 11:38
  Shannon Jean: Oh, yeah. One quick, real quick example. I, my, uh, general manager would always
• 11:44
  Shannon Jean: ask the customer service people. He would say, well, what would Shannon do?
• 11:48
  Shannon Jean: Because you know, he's going to come in and just be like, make it right.
• 11:52
  Shannon Jean: You know what I mean? So every, they had these little sticky notes on their,
• 11:56
  Shannon Jean: uh, desks. What would Shannon do?
• 12:00
  Shannon Jean: Because they know I'm going to come in and go, oh, how do we make it right for
• 12:04
  Shannon Jean: this guy? Right. Send it out overnight or do whatever. What's it going to cost?
• 12:08
  Shannon Jean: And you don't want to, what you want to avoid is if they have to escalate it,
• 12:13
  Shannon Jean: you doing something different.
• 12:14
  Shannon Jean: You don't want that. No. Because I don't want to do customer service,
• 12:17
  Shannon Jean: right? And that's not my job. So if you phrase it, what would Dave do?
• 12:22
  Dave Hamilton: Yes. Oh, that's brilliant. What would Dave do? That's brilliant. Love that.
• 12:26
  Shannon Jean: Because then they can get in your head a little bit. Think about your thought
• 12:29
  Shannon Jean: process. You want happy customers.
• 12:32
  Shannon Jean: Customers clients buyers you obviously don't want to be taken advantage of you
• 12:37
  Shannon Jean: want to leave with empathy you want people leaving knowing that it's a win-win
• 12:41
  Shannon Jean: you want to get on the same side of the table with your customer yeah that's
• 12:44
  Shannon Jean: what dave want that's what dave wants.
• 12:45
  Dave Hamilton: Right right so that works
• 12:48
  Dave Hamilton: pretty good oh i like that that's a great idea all right
• 12:51
  Dave Hamilton: we have other things to talk about i'm sure and the
• 12:54
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• 12:58
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• 13:01
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• 13:08
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• 13:11
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• 13:15
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• 13:22
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• 13:29
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• 13:35
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• 13:37
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• 13:40
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• 13:46
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• 13:51
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• 13:56
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• 14:03
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• 14:07
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• 14:12
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• 14:15
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• 14:22
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• 14:26
  Dave Hamilton: and our thanks to Whatnot for sponsoring this episode.
• 14:30
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• 15:41
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• 15:45
  Dave Hamilton: All right, Shannon, what do you have on the list today?
• 15:48
  Shannon Jean: So I like wine. You like wine. People like to drink wine.
• 15:51
  Dave Hamilton: Plus you live in California, Northern California.
• 15:53
  Shannon Jean: I live in California. Yeah. Yes. I don't know anything about wine.
• 15:56
  Shannon Jean: I know more about beer than wine. I'm more of a beer guy, but my wife knows a lot about wine.
• 16:00
  Dave Hamilton: Sure.
• 16:02
  Shannon Jean: So everybody wants a good deal. And I came across this company.
• 16:06
  Shannon Jean: It's called Last Bottle, lastbottlewines.com.
• 16:11
  Shannon Jean: And this company has, they're like, think of like Woot. Do you remember Woot?
• 16:15
  Shannon Jean: Oh yeah, I remember Woot. Deal a day.
• 16:16
  Shannon Jean: Yeah, yeah, yeah. So Last Bottle does one bottle a day, one particular item.
• 16:23
  Shannon Jean: And what they've positioned themselves as, they're in the liquidation business, no doubt about it.
• 16:30
  Dave Hamilton: Sure.
• 16:30
  Shannon Jean: But sometimes the liquidation business has this, the brands are paranoid and
• 16:34
  Shannon Jean: suppliers are paranoid about negative connotation.
• 16:38
  Shannon Jean: Like, why is it left over? Why didn't this sell? You know, this kind of thing.
• 16:41
  Shannon Jean: And so these guys have taken it and flipped it upside down and made it like scarcity.
• 16:48
  Shannon Jean: They've introduced scarcity into this model where you can only buy it today.
• 16:54
  Shannon Jean: If you buy four, because they kind of do this thing. Once you sign up,
• 16:59
  Shannon Jean: you can get little bundles and they offer free shipping and stuff.
• 17:02
  Shannon Jean: They sell it like 30% to 70% off of what it would cost. They focus on smaller
• 17:09
  Shannon Jean: wineries that have a harder time getting out into big stores.
• 17:12
  Shannon Jean: And these guys are, they're winemakers. They started it because their own winery
• 17:17
  Shannon Jean: had all this excess inventory.
• 17:19
  Shannon Jean: And they had to solve a problem for themselves. So the thing about it is,
• 17:23
  Shannon Jean: what I love about this concept is...
• 17:27
  Shannon Jean: Protecting your brand, introducing scarcity, it gets people talking,
• 17:32
  Shannon Jean: and they're really good at storytelling.
• 17:34
  Shannon Jean: So they bring this scarcity and storytelling together.
• 17:38
  Shannon Jean: And I was thinking about it the other day, because my wife kept showing me these,
• 17:41
  Shannon Jean: like, pretty wild, excellent deals. And I'm,
• 17:47
  Shannon Jean: How can you introduce this concept of, well, we have extra stuff,
• 17:52
  Shannon Jean: we have extra techs, we have extra whatever, whatever, how do you flip that
• 17:57
  Shannon Jean: idea of like, how do we dump this stuff to look, this is the only chance to get it.
• 18:04
  Shannon Jean: And this guy, these guys have never really, they didn't position themselves as a clearance outlet.
• 18:10
  Dave Hamilton: It's scarcity for overstock items. I mean, it's, it's the exact thing that this
• 18:15
  Dave Hamilton: is not right. Or at least maybe it is now.
• 18:19
  Dave Hamilton: Maybe it is scarce now. But it was not scarce, and that's why it's here.
• 18:23
  Dave Hamilton: But now it is scarce, and you have a day to get it. And FOMO, all those things.
• 18:29
  Shannon Jean: That's it. And people share online because they're like, look,
• 18:32
  Shannon Jean: I got this $200 bottle of wine for $39.
• 18:35
  Shannon Jean: And they're like, how'd you get that? And it's also, they're not focusing on
• 18:39
  Shannon Jean: some mainstream wineries that everybody would know.
• 18:43
  Shannon Jean: These are little niche that people can sound a little exclusive.
• 18:47
  Shannon Jean: Well, I got access to this little fancy bottle. Wine people are snobs.
• 18:51
  Shannon Jean: And so they love to share, like, I found this winery in Napa and this, that, and the other.
• 18:55
  Shannon Jean: So they do lots of Napa Valley stuff, which is near us. They do some European
• 18:59
  Shannon Jean: stuff. But go check it out. Total, or I'm sorry.
• 19:02
  Dave Hamilton: Last Bottle Wines.
• 19:04
  Shannon Jean: LastBottleWines.com. And think about how you can apply that to your own business.
• 19:09
  Shannon Jean: I just, I love the concept.
• 19:10
  Dave Hamilton: I love it. All right.
• 19:11
  Shannon Jean: And there'll be a business blueprint after the show.
• 19:14
  Dave Hamilton: There will be a business blueprint. Yeah. So we have to decide what our highlight
• 19:19
  Dave Hamilton: is here, Shannon. Oh, yeah.
• 19:21
  Shannon Jean: The big takeaway?
• 19:22
  Dave Hamilton: The big takeaway. I think, to me, the big takeaway is obvious.
• 19:27
  Dave Hamilton: It is when managing people and empowering people...
• 19:34
  Dave Hamilton: Teaching them to, before they actually ask you anything, ask,
• 19:39
  Dave Hamilton: what would Shannon do? What would the boss do?
• 19:43
  Shannon Jean: What would the boss do?
• 19:44
  Dave Hamilton: Yeah, what would the boss do?
• 19:45
  Shannon Jean: And that could be up in your customer. I agree with you, first and foremost.
• 19:49
  Shannon Jean: That is the big takeaway.
• 19:50
  Shannon Jean: Teaching your people, your team, to think like, what would the owner do? The boss do?
• 19:56
  Shannon Jean: Because as we went over, you just want to simplify and cut to the chase and just do it.
• 20:01
  Dave Hamilton: No, it's so brilliant. it's like that that that's it and i we've probably all
• 20:06
  Dave Hamilton: used it right but not like now we'll use it with intention so yeah i love it
• 20:13
  Shannon Jean: Yeah ask yourself what would dave do.
• 20:15
  Dave Hamilton: Thanks for hanging out folks and uh make sure to review the show and we'll see
• 20:20
  Dave Hamilton: you on friday businessbrain.show slash review see you friday