Latest / Movified / How You Act Is Just as Important as How You Pack. The Culture Playbook Every Moving Company Owner Needs ft. Karsten Desario with Kinetic Movers

Transcript

How You Act Is Just as Important as How You Pack. The Culture Playbook Every Moving Company Owner Needs ft. Karsten Desario with Kinetic Movers · Movified

• 0:00
  I grew up a degenerate. So my whole life, you know, I've
• 0:08
  thought I've been attracted to bad things and not and so, you
• 0:13
  know, I spent a lot of time with drugs and alcohol, but that's
• 0:16
  also my my strong point. So I'm in the recovery scene out
• 0:20
  here. A lot of guys, not not all of
• 0:22
  them, but a lot of guys come from the recovery scene or they
• 0:25
  come from guys that are, you know, they're trying to build
• 0:27
  their lives back up. And it's a double edged sword.
• 0:31
  But The thing is, and I, I know Angie Elliott has touched on
• 0:34
  this before too, though, when you find someone that's just
• 0:36
  from the trenches though, and you, you believe in them and
• 0:39
  they want to do better, you've got you've got loyalty.
• 0:42
  Welcome to Mobile 5 Wednesdays. Let's go.
• 0:46
  Welcome to Mobile 5 Wednesdays. Welcome to Move a Fight
• 0:51
  Wednesdays. I'm your host, Mark Hershey, and
• 0:55
  I want to talk about most moving companies because most moving
• 0:58
  companies struggle with the same problem.
• 1:01
  They can't find trucks, they can't find leads, but they
• 1:04
  struggle to find also people that represent their brand.
• 1:09
  It's probably one of the hardest things that we go through day in
• 1:12
  and day out as business owners. But today's guests, I'm so
• 1:17
  excited to sit down with them because I've especially watched
• 1:21
  his journey from the first time I met him at a Titan event to
• 1:25
  today and he shows real pride with his staff because they wear
• 1:31
  the logo, they represent the colour.
• 1:34
  They are in it because the culture that he built shows up
• 1:38
  on every move. We were just talking about it
• 1:40
  even before the show. Everything from their their
• 1:44
  floor runner is this colour. Everything that these guys do is
• 1:48
  all about their brand because the truth is when owners are
• 1:51
  freed up to lead, instead of chasing paperwork, they can
• 1:55
  actually build a team that represents the brand.
• 1:59
  So I'll leave you with this before we kick it off.
• 2:02
  Your brand is built by the people wearing the shirt.
• 2:06
  Welcome to MOVE by Wednesday. I'm obviously calling in from
• 2:12
  Sammons Moving in storage and Ellis Moving in storage located
• 2:15
  in beautiful Vancouver, BC and I can't do Move Fight Wednesdays
• 2:19
  alone without my Co host, my best friend Steven Reid with Big
• 2:22
  League movers, Memphis TN boy on deck deliveries and of course
• 2:29
  ready rolls. Dot com.
• 2:31
  Thank you very. Much.
• 2:32
  Thank you very much. Super stoked about today.
• 2:35
  We're talking about something every moving company struggles
• 2:37
  with recruiting and developing the right team.
• 2:41
  And just like Mark said on the intro, I'm so proud of our guest
• 2:45
  and his team. I know a lot of his team out
• 2:48
  there will shout him out during the episode, but so excited
• 2:52
  about him to share the story and learn from him today.
• 2:55
  So if you see that pretty boy that's sitting here with the
• 2:57
  screen, it is a Carson Disario with Kinetic Movers buddy
• 3:04
  located out in York, PA. I was trying to remember the
• 3:07
  city, but York, PA. You got it.
• 3:10
  You. Got it.
• 3:11
  Yeah. Buddy, Old York, Not New York.
• 3:14
  That's right. Well, welcome, Carson.
• 3:18
  Dude, you know what? We went over your founder story.
• 3:20
  We had you on a movie Mondays. And if you actually go?
• 3:24
  Back, by the way. And actually, I actually highly
• 3:28
  recommend you go back and watch that one because what you will
• 3:31
  see is somebody that was just really trying to get his boots
• 3:36
  in gear, get his foundation laid in, was trying to get the work
• 3:41
  in. And you almost see this like
• 3:44
  nervousness, like there is like this kid that's like, you know,
• 3:48
  Pierce, stop the tatties, the whole 9 yards that you know, is
• 3:52
  really eager and for learning and grasping.
• 3:56
  He's like a sponge that just wants to be soaked up.
• 3:59
  And you Fast forward now to a year.
• 4:02
  The piercings are out. The tatties are still there.
• 4:06
  And. But there's this but, but they,
• 4:09
  they, they don't go away. You can't watch that stuff off.
• 4:12
  But there's, there's I what I have watched and learned and,
• 4:16
  and, and I really am so proud of Carson is this sense of growth.
• 4:20
  And it really just transpires, right?
• 4:24
  Like, you know, a smile is contagious.
• 4:26
  If you ever really that smile, everybody walks into the room,
• 4:29
  they see that smile, everybody starts smiling.
• 4:32
  The way Carson leads his team and what he believes in for his
• 4:35
  company, Exubera rates through his staff.
• 4:40
  And you see that with all the social media reels that he's
• 4:43
  been pumping out recently and the way his team is not just
• 4:49
  loves working for their company, his company, but has a sense of
• 4:53
  pride where like these guys live and breathe kinetic movers.
• 4:57
  So dude, I'm just I'm super ecstatic on here to have you on.
• 5:02
  So welcome. I don't.
• 5:03
  Keep you have an intro. I know I.
• 5:07
  Know thank, thank you guys. It's a honor and privilege to be
• 5:11
  on here. Like I was saying before too, I
• 5:14
  feel like being asked to be on here.
• 5:16
  It's a moment of I've made it so I'm excited just caught up with
• 5:20
  you guys here. I'll move A5, my favorite
• 5:22
  podcast. Oh, buddy, I, I will never
• 5:24
  forget. I'll never forget the day that
• 5:26
  you came up to me and was like, man, can I just, I always tell
• 5:30
  the story. I was like, can I just like take
• 5:31
  a photo? Like I watch your podcast all
• 5:33
  the time. And I was like, no, do you one
• 5:36
  better? Why don't you, Why don't you sit
• 5:37
  down and have a podcast like what?
• 5:39
  Like are we really going to do this?
• 5:41
  And it was so much fun getting to know you and having you and
• 5:45
  watch you on this journey. And you know, we're friends and
• 5:48
  we talk And so it's it's great. I'm really happy.
• 5:52
  But before we kind of really kick things off, today's pre
• 5:55
  trip is brought to you by Modified Masterminds where
• 6:00
  movers really think about learning how their systems go.
• 6:03
  Masterminds, the wording of mastermind to me can get so
• 6:08
  spread out and thinned out by the usage of it, where we really
• 6:14
  want to tie in as we try to moderate the group we become
• 6:17
  leading in with topics we're already on.
• 6:20
  Groups four and five is growing because us as business owners,
• 6:25
  you know, I had this conversation with a business
• 6:28
  owner not in this industry a week ago at her 60th birthday
• 6:31
  party. Huge company, multibillion
• 6:33
  dollar company, and she goes, it gets lonely, you know, it gets
• 6:36
  lonely as a business owner where you don't have a group, A peer
• 6:41
  group that you can turn to and actually share experiences,
• 6:45
  what's working, what's not, what are the struggles that we're
• 6:48
  going through. And that's also a great place
• 6:51
  for having a mastermind group, right?
• 6:53
  And it's a sense of family, right?
• 6:57
  Community connection. So if you value what you're
• 7:01
  seeing on Modified Wednesdays and Modified Mondays, then hit
• 7:05
  us up, go to modifiednation.com, go to that Master My tab, go
• 7:09
  fill it out and go from there. I really also want to kind of
• 7:13
  kick right off to the moving mindset.
• 7:17
  Boom, look at that. I love it.
• 7:21
  You know what, it was one of those things where I, I'm not
• 7:25
  gonna lie, I wasn't, I wasn't paying attention to the dates.
• 7:28
  I really just kind of held the book down before we started it.
• 7:31
  And I flipped open a page and I was like, I'm going to go with
• 7:36
  this page. And it was, and you won't
• 7:38
  believe it. All right, it's day 91 and it
• 7:41
  says momentum starts with movement.
• 7:45
  Go figure on today's episode, do not despise these small
• 7:49
  beginnings, right? And it kind of kicks off with
• 7:52
  April. April is the month where
• 7:53
  momentum starts to increase. Phones begin ringing estimates,
• 7:57
  pickup crews fall back into rhythm.
• 7:59
  But momentum begins also with small, consistent actions rather
• 8:03
  than massive moves. So choose one small action today
• 8:07
  that will create momentum for the week, making the calls,
• 8:09
  clean the processes, follow up or fix the details or go ahead
• 8:15
  and go. What am I doing wrong with my
• 8:17
  social media? I need to start following
• 8:19
  kinetic movers and basically copy and paste everything that
• 8:22
  they're doing because to me, a small change in what you're
• 8:27
  producing can make massive momentum.
• 8:31
  And Carson, I, I kinda, you know, do you, can you just touch
• 8:35
  a little bit on that for that change?
• 8:37
  I know Steven might get mad at me because I'm jumping through
• 8:40
  different questions, but you made a small change on social
• 8:43
  media and what does that impact been?
• 8:46
  For sure, for sure, before we start.
• 8:48
  It's pretty cool that we opened up on this day in the book
• 8:50
  though, because this resonates with my company name, which is
• 8:53
  kinetic because kinetic stands. It's the energy of movement.
• 8:57
  So you like that? Wow.
• 9:01
  The energy of movement. So my one of my mantras is like,
• 9:04
  you know, I move, I grow, I move, I hill.
• 9:07
  So as long as I stay moving, you know that I bring that energy.
• 9:11
  That's you know that that's what connected me.
• 9:13
  So I just thought that was pretty cool.
• 9:15
  And now. Yeah.
• 9:16
  Well. I'll do one too.
• 9:18
  My holdings companies called the Flywheel holdings, right?
• 9:21
  So driving that continuous growth, right, creating
• 9:25
  momentum. So we're all in this.
• 9:29
  Let's go, let's go. No media.
• 9:35
  Yeah, social media, yes. So no, we've been we've been
• 9:38
  getting a lot of compliments recently on our social media.
• 9:42
  We've been making some some cool rills.
• 9:44
  I know recently we're like we want to step our game up
• 9:47
  recently. So we want to change it up with,
• 9:50
  you know, before we were kind of making some bland social media,
• 9:53
  just bland posts. And I actually got to give
• 9:57
  thanks this actually to my friend Lee Anthony Raguz.
• 9:59
  I'm going to give him a shout. Out shout out.
• 10:01
  Realtor friend of mine, so I hope you know, make sure he
• 10:04
  listens. But yeah, he, he instructed me
• 10:07
  at first. He's like, hey man, like let me
• 10:09
  help you guys out with your social media.
• 10:11
  He started helping us make some videos.
• 10:13
  He made our first couple and then after that it was just kind
• 10:16
  of off to the races, right Alright, we could do this
• 10:18
  ourselves. Let's start a you know, I
• 10:21
  started looking up rails and you know my team too, they're
• 10:25
  looking up rules. So we're just post them on a
• 10:27
  group chat list. Let's do this one next.
• 10:29
  Let's do this one next. And we've been everyone's been
• 10:32
  loving doing it. So it's good for the cold.
• 10:35
  Sure, everyone gets excited on shoot video shoot day.
• 10:38
  We pick a day, you know, we shoot for a couple hours, bus
• 10:41
  out eight to 10 videos and it's just everyone loves them.
• 10:45
  We've been getting a lot of compliments on them.
• 10:47
  So. So let's break it down.
• 10:49
  So for for someone that wants to try and go, OK, this is so cool,
• 10:54
  how do I do this without hiring, you know, some type of marketing
• 10:58
  company, someone that's gonna sit there and guide it.
• 11:01
  What what are some of the easiest tools to get started
• 11:03
  with this? Like what are you searching?
• 11:08
  Like where? Where are you searching?
• 11:09
  Are you typing in like Realtors or different types of funny
• 11:12
  trending videos? How's that working?
• 11:15
  Yeah, so they, I mean, just scrolling through Instagram,
• 11:18
  it's we're just looking at trending videos.
• 11:20
  Maybe it's just my algorithm because the more I watch,
• 11:23
  they're just popping up. So once I click on them, we'll
• 11:26
  just see a lot of just a bunch of trending videos.
• 11:29
  So whatever's trending, you know, we're not doing anything
• 11:31
  original. We're just copying what we see
• 11:33
  others. But we put our own little, our
• 11:35
  own little tweak on it and make it ours.
• 11:37
  And yeah. That's crazy.
• 11:39
  And then for the guys and your staff that are being involved,
• 11:44
  they're like, OK, guys, this Thursday it's filming day.
• 11:47
  We're going to spend 3 or 4 hours.
• 11:49
  Is everybody typically on board? Are you trying to just go OK we
• 11:53
  only need like 3 or 4 people? Yeah, it just depends on how
• 11:59
  busy the week is. OK.
• 12:00
  And are you honest? Hanging the guys for like 3 like
• 12:03
  3-4 hours to film. It at first I wasn't at first
• 12:06
  guys were just doing it. Then I felt like I was kinda
• 12:08
  ripping them off. So I threw him a couple bucks
• 12:12
  like nothing like hourly. I was just like, hey, come in,
• 12:14
  I'll throw a couple bucks. But they were doing it just for
• 12:16
  the fun of it coming in. Well, we'll have lunch, get
• 12:19
  food. But I mean, everyone wants to be
• 12:22
  on them. We try to set them on certain
• 12:25
  days, but if it's a busy day, not everyone you know, guys do
• 12:28
  get bummed out if they're not on it.
• 12:31
  So now when it comes down to like hiring, right?
• 12:33
  So like, let's, let's figure this out.
• 12:35
  You're recruiting movers. Who are you actually trying to
• 12:38
  hire? So my pool of mover, the the
• 12:43
  pool guys I usually hire from, as I've stated before, I, I, I
• 12:49
  grew up a degenerate. So my whole life, you know,
• 12:52
  I've, I've been attracted to bad things and not.
• 12:56
  And so, you know, I spent a lot of time, you know, get it with
• 13:00
  drugs and alcohol, but that's also my, my strong point.
• 13:04
  So I'm in the recovery scene out here.
• 13:07
  A lot of guys, not, not all of them, but a lot of guys come
• 13:10
  from the recovery scene or they come from guys that are, you
• 13:13
  know, they're trying to build their lives back up.
• 13:15
  And it's a double edged sword. But The thing is, and I, I know
• 13:20
  Angie Elliott has touched on this before too, though, when
• 13:22
  you find someone that's just from the trenches, though, and
• 13:25
  you, you believe in them and they want to do better.
• 13:27
  Like you've got, you've got loyalty on your side.
• 13:30
  Like these guys are all in and they're, they want to, you know,
• 13:33
  they, they believe it's something they, they believe in
• 13:36
  something they believe in the vision.
• 13:38
  What about like, can you tell us about a situation where it
• 13:42
  backfired though? Like someone where you thought,
• 13:44
  man, this guy is so good. You recruit them, you bring them
• 13:48
  on and yeah, you just need a body, body and it just
• 13:53
  backfired. I mean, it's, I mean, as all of
• 13:59
  us, I'm sure we've had some crazy situations.
• 14:01
  I, I have had theft before. I mean, I had a guy still a
• 14:07
  customer's air pods, which is in my mind kind of dumb because you
• 14:11
  can track up, but I've definitely had that.
• 14:14
  It's very minimal though. I mean, we, we try our best to
• 14:18
  vet guys. I mean, we're not perfect.
• 14:20
  We're in business as with anyone else.
• 14:22
  That's part of the industry. So yeah, I've definitely had
• 14:24
  theft. Actually, I did have a guy, he
• 14:27
  relapsed, I guess he was dope sick and they were hours then
• 14:30
  and ended up puking and was like curled up in a ball and saw the
• 14:34
  customer's house next to the fireplace with a a blanket on
• 14:38
  him coming down off of, I like coming down off of opiates.
• 14:42
  So that was pretty embarrassing. And yeah, I definitely that
• 14:47
  customer got a free move. Your culture is everybody that's
• 14:53
  kind of in the recovery looking out to make sure those relapses
• 14:56
  aren't happened. You have kind of a brotherhood
• 14:58
  in there, everybody looking out for each other.
• 14:59
  Are you? Are you more sensitive to kind
• 15:02
  of seeing signs that somebody might be slipping back into old
• 15:05
  ways? Oh, for sure, for sure.
• 15:08
  We see that. And not everyone's in recovery
• 15:11
  too. So actually recently it's been a
• 15:13
  lot more guys not in the scene. But yeah, no, we all see that.
• 15:17
  We hold each other accountable. I mean, got team members, they
• 15:21
  hold each other accountable. I don't have to do anything.
• 15:23
  They, you know, the crew chiefs hold the crews accountable.
• 15:26
  Now the guy, that's the guy that's peeling over with the
• 15:28
  blanket over him, are those some of the red flags that you're
• 15:31
  like, I don't think you're representing my company very
• 15:35
  well. For sure.
• 15:37
  I mean, that's the absolute red flag, but we didn't see it
• 15:40
  until, you know, until the job. And I mean, Needless to say, he
• 15:43
  doesn't work with us anymore. A lot of people that we hear on
• 15:47
  here and they have this challenge and they just
• 15:49
  recruiting bodies, right? That the philosophy that we hear
• 15:52
  all the time of a moving company owner saying I just need bodies.
• 15:56
  I just need bodies on certain day.
• 15:58
  How intentional are you with the the hiring and interviewing on
• 16:03
  who gets to represent your logo? Because I know you're damn proud
• 16:06
  of your your brand and what it represents.
• 16:10
  Yeah, when, when we bring guys in, definitely.
• 16:14
  I mean, it's attitude. Attitude is everything.
• 16:17
  It's how they carry themselves. And some, you know, do they, I
• 16:22
  mean, are they paying attention when we're doing the training,
• 16:24
  We'll do a group training, bring, you know, group
• 16:26
  interviews. Are they paying attention?
• 16:28
  Are they, are they absorbing what they, what we just shown?
• 16:33
  Do they show initiative? Are they just here for a job or
• 16:35
  do they are they here to represent us?
• 16:39
  Energy. I don't know how else to
• 16:41
  explain. It's just that energy that you
• 16:42
  feel coming off. Of and so you have them come in
• 16:46
  videos or those videos from the industry or those videos that
• 16:49
  y'all have made. Of what our rails?
• 16:53
  Yeah. Are the videos that you said,
• 16:55
  you said the guys come in, they do some videos or they watch
• 16:57
  some training videos, are those are those those about you guys
• 17:01
  or those industry? Videos, yes, yes, we we prefer
• 17:06
  to make our own videos. I just thought it'd be better
• 17:08
  for culture so I know nothing. Strongly about a being the brand
• 17:12
  in the. Beginning.
• 17:14
  Oh, they love it. My my team members love it when
• 17:17
  I say, can you make a training video?
• 17:18
  They take pride in that. Yeah, yeah.
• 17:21
  And it makes you prideful, too, to see them do it.
• 17:23
  Yeah, yeah. Right, when you're configuring
• 17:27
  and setting up smart moving, it triggers all kinds, oh, we could
• 17:33
  do this or we could do that, but you may not have ever thought
• 17:37
  about those options, but smarter they compels you to think about
• 17:42
  it while you're going through the setup and configuration
• 17:45
  process and onboarding process of adopting the program into
• 17:49
  your business. And that's really cool, super
• 17:51
  powerful because you're leveraging the experience of
• 17:54
  smart move, includes research for moving and it's going to
• 17:57
  create this incredible tool while you're just making me like
• 18:00
  a four man operation and getting started in the moving business.
• 18:04
  But now you've got this wealth of information comes just by
• 18:07
  default because you purchased the program.
• 18:10
  That's the whole idea. We build stuff with movers by
• 18:13
  our side, not just in. Mind.
• 18:23
  Hey everyone, Maddie Mailers here, the guy who pioneered
• 18:26
  handwritten letters for the moving industry.
• 18:28
  Why? Because my competition at my
• 18:30
  moving company was using the same stock postcards as me and
• 18:33
  my mailing company didn't care. So I created a better way.
• 18:38
  Here's some mind blowing results.
• 18:39
  In July, Miracle Movers Utah closed $93,000 using our
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  handwritten letters strategy. With our campaigns, you can
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  forget about the guessing games. You get a trackable phone
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  number, daily photo proof, an incredible design team, and I'm
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  also included. All letters stop at me for
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  approval before they ever leave our facility.
• 19:00
  Right now, Move Unified listeners get 1000 golden ticket
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  stuffed in our genuine handwritten letters completely
• 19:06
  free. Plus I'm going to throw in bulk
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  realtor data for up to five counties.
• 19:11
  What are you waiting for? Moving letters AI, stop
• 19:14
  competing, start dominating. I I like that.
• 19:22
  Do you do you? Then try and when it comes to
• 19:26
  after the training, is there like a test afterwards?
• 19:29
  Is there some type of qualifications because I look at
• 19:32
  it going like, you know, there's a compromise on hey, OK, they
• 19:38
  were smiling, they're super energetic.
• 19:39
  I really like their attitude. They sat, they were attentive,
• 19:42
  but you know, we gotta compromise a little bit because
• 19:46
  they've been out now for the last like 3 times and you know,
• 19:49
  they've damaged the table. It doesn't they, they showed up
• 19:53
  510 minutes late. Like where does it come?
• 19:56
  Hey, like there's we're not compromising on this even when
• 19:59
  we're short staffed. Yeah, for sure.
• 20:01
  I mean, that's a good, that's funny you brought that up
• 20:04
  because we've been dealing with that a little bit lately.
• 20:07
  We're the volume we're producing is a lot more.
• 20:09
  And we've been dealing with that problem on bringing in guys and,
• 20:13
  you know, booting them because they're not, you know, living up
• 20:17
  to our standards. I mean, we've been, we've been
• 20:20
  on the ground running right. Yeah, we've, we've been really
• 20:24
  kicking it into high gear right now trying to bring new hires
• 20:26
  in. And man, we've been, it's been a
• 20:28
  little bit of a battle right now.
• 20:30
  I mean, between we had one guy not show up, he gave us an
• 20:34
  excuse and we're like, no, we can't, we can't give in to that.
• 20:36
  You, you were, you were scheduled to come in.
• 20:39
  And if we, if you did a no call, no show, you know, your first
• 20:43
  day, what does that say? What what does that say on us if
• 20:47
  we if we bring it back just because we need a body.
• 20:50
  So, yeah. And it's hard because we need
• 20:53
  the bodies, but like, we have to stay strong on this.
• 20:56
  That's a good example, yeah. Totally.
• 21:01
  When someone actually, when someone finally joins, right?
• 21:03
  So they went through training then everything else.
• 21:05
  What does that first week of training look like?
• 21:09
  So they've watched the videos, you've set them up, they're
• 21:11
  actually showing up for the shift.
• 21:13
  You know they're not calling in pulling a no show.
• 21:17
  Yeah, for sure. So we just started doing this
• 21:19
  after last Titan retreat. I heard this from Chris.
• 21:21
  We so we'll bring him in. They Yeah.
• 21:24
  Shout to Chris. Wait.
• 21:25
  Yep, it was Swamp Rabbit moving. So yeah, no, we bring them in.
• 21:31
  I mean, they, they meet with the crew chief, we go over our core
• 21:33
  values, our employee handbook, they watch the videos and then
• 21:38
  we set them, we put them on a move, but we don't charge the
• 21:41
  client for them. So they're as a free guy.
• 21:43
  Just the first two times we we paid them less than, but that's
• 21:47
  our way of seeing if they work out or not.
• 21:49
  And I get, and that's so we're not like stressing or the
• 21:53
  clients not stressing like, oh, why do we have a new guy?
• 21:56
  Guys are trying to train him. It's like, hey, you get a yeah,
• 21:59
  yeah, Yep. It's like, hey, you get you, you
• 22:02
  get a, you get an extra guy for free on us.
• 22:05
  You always know that. You always know that Custer
• 22:06
  being like your crew is awesome. But there was like this one guy,
• 22:09
  you know, he seemed kind of new, the guys that.
• 22:12
  Yeah, yeah. He told me this was like his
• 22:14
  first day on the job. Well we just had a record
• 22:19
  breaker one of the new hires we brought on 1st day refuse refuse
• 22:24
  to pick up anything. So I guess it was too weak to
• 22:26
  pick up any dressers, was struggling with caring like bags
• 22:30
  I guess. The guy said he was laying on
• 22:31
  the floor in front of the customer like strangers laying
• 22:34
  there like panning and I I I guess it was just horrible.
• 22:38
  It's funny. That's funny now I was livid but
• 22:41
  I always think it was the whole thing.
• 22:42
  What do you? Think you were signing up for
• 22:45
  Buddy You? Know.
• 22:47
  Like the job description is pretty clear in the name mover.
• 22:53
  Or I love the jobs are that we get some drivers that come in
• 22:55
  and they're always like, OK, so is it just like a pallet Jack?
• 22:59
  And we're, yeah, drive from point A to point B and it's
• 23:02
  like, no, no, no. Like where it says like we're
• 23:04
  moving in storage, we're hiring at the job description said
• 23:07
  you're moving furniture. Can you lift up to £50 or more?
• 23:10
  Yeah. Oh, yeah.
• 23:11
  It's so funny. Carson, do you have again?
• 23:14
  I'm trying to find the secret. I'm trying to dig into the
• 23:16
  secret juice. Do you do something in training
• 23:20
  for guys to represent the brand? Ours are just so much in the
• 23:26
  from the first day on on the trucks.
• 23:30
  I'll I'll be dead honest, my my guys, I love my guys.
• 23:33
  I love absolutely every single one of them man, and I like I go
• 23:36
  like I will bleed from my team and you know, they believe for
• 23:40
  me and we all bleed purple and we we make sure to sign that off
• 23:44
  on our employee handbook. You know you, you sign your life
• 23:46
  away saying you know we. Believe that's right.
• 23:50
  We're infusing you with like, nothing.
• 23:51
  But. Start.
• 23:52
  That's right. Yeah, but we do a lot of events,
• 23:55
  man. We're pretty close.
• 23:57
  I mean, I don't one of our core values is family.
• 24:00
  I know Steven Reed, you have a different philosophy on that
• 24:02
  where you don't like the Word family because it's more like,
• 24:06
  you know. Yeah.
• 24:07
  But we, we, we, we see it differently though, because
• 24:11
  we're a family. We see family, but this is a
• 24:13
  business first. So there's still standards that,
• 24:15
  you know, we uphold. But yeah, when I, when I say
• 24:20
  family, I mean our team looks out for for one another.
• 24:23
  If a guy struggling, I mean the whole team will get together to
• 24:25
  help help another one out. If a team, you know, if a team
• 24:28
  member is going through something, man, the whole team
• 24:31
  gets together and that I mean, we'll pitch in money, we'll
• 24:33
  pitch in, you know, whatever we gotta do to, you know, help that
• 24:35
  individual out. And we do that a lot.
• 24:38
  So that's just. If you're considering snowball,
• 24:41
  just do it. Snowfall creates done for you
• 24:44
  referral programs for moving companies so you can turn happy
• 24:47
  customers into new revenue without lifting a finger.
• 24:50
  And the results speak for themselves.
• 24:51
  In less than a year, we've collected over 2000 referrals.
• 24:55
  We generated over $200,000 of revenue that cost about $5000 to
• 25:01
  do it. I believe we have four or five
• 25:03
  the very first day. The companies winning with
• 25:05
  Snowball are the ones that already care about their
• 25:08
  customers. We just help turn that into new
• 25:11
  business through human outreach and customer nurturing.
• 25:15
  Snowball. Is are the arsenal of tools that
• 25:18
  I recommend to my clients because it works.
• 25:26
  Being found on the second page of Google is literally like
• 25:29
  having a billboard in the middle of the desert.
• 25:31
  Yo momma ain't gonna see it. No one's gonna see it.
• 25:35
  You're on the second page of Google.
• 25:36
  No one's gonna call, no one's gonna book.
• 25:38
  Here is the deal. If your business is not ranking
• 25:41
  on the top of Google, that means your competitors are going to be
• 25:45
  stealing your customers every single day.
• 25:49
  So I rotate digital. We don't play any guessing
• 25:51
  games. We use data-driven SEO
• 25:52
  strategies to make sure Google finds you first so that these
• 25:57
  Google searches turn into your customers, not your competitors
• 26:01
  customers. How do we do it?
• 26:03
  We do it through AI driven keyword optimization, exclusive
• 26:06
  blog networks, backlinking strategies, and honestly, the
• 26:09
  secret stuff, the proprietary lead attribution software.
• 26:12
  So what do you get as a result? You get not only good marketing,
• 26:15
  but now you get clarity into what is bringing you more
• 26:20
  revenue. So if that's something you want
• 26:21
  to do, you want to make sure your beats finds you and not
• 26:25
  your competition. Go ahead and go to rotate
• 26:27
  digital.com, schedule a call, and we'll help you take your
• 26:30
  business to the top of Google. Do you do you find you know a
• 26:37
  lot a lot of your journey and your story reminds me of when I
• 26:40
  started actually movers and I was really in it.
• 26:43
  It was a very much the family. I was a ride or die with my
• 26:46
  guys. I was I was actually I was there
• 26:49
  in the mornings, I was there in the evenings.
• 26:51
  I was there when the guys got dispatched, the guys when they
• 26:54
  returned. My whole life was basically
• 26:56
  consumed. They always saw that I was
• 26:59
  always willing to jump on the trucks.
• 27:01
  There was a sense of obviously family and team atmosphere
• 27:06
  within the company. But you know, when you when you
• 27:10
  turn around and I want you to think and look back, if you were
• 27:13
  jumping into kinetic movers today, right?
• 27:17
  And you had just bought it, right?
• 27:19
  So you walked in, there was a Carson there and but you were
• 27:23
  quite busy. Your life was busy, you know,
• 27:25
  you were now managing other companies.
• 27:28
  Do you think coming into a different company that already
• 27:32
  has this established family culture, you would have the same
• 27:38
  impact, the same results if you weren't putting in that effort
• 27:43
  that you had done to grow kinetic?
• 27:45
  Because it's like your baby, right?
• 27:47
  A lot of the guys are there from the beginning.
• 27:50
  Yeah, no, it's, it's, it's a good point.
• 27:52
  I things as we evolve, I mean, that might change.
• 27:55
  Cause no, if I wasn't I, I mean, I think a lot of that is me
• 27:59
  putting that, putting that energy into it.
• 28:01
  So someone's like looking at, you know, look at it.
• 28:04
  But we do have, we do have systems, we do have processes.
• 28:06
  But I think I'm answering a question, right.
• 28:09
  But yeah, I think it is a lot, I mean, a big part of it.
• 28:12
  I mean, I'll give an example. I know recently we have been
• 28:15
  dealing with a little bit of a culture slip.
• 28:17
  And that's because I've been, you know, I've, I've invested a
• 28:20
  lot of energy into this. I mean, it's day in, day out.
• 28:23
  And I've, I've experienced a little bit of that burnout
• 28:26
  since, like I, I would say since study due since September, I've
• 28:31
  been in a funk. I've just been in burnout mode
• 28:33
  just trying to, you know, I know you said you've missed me.
• 28:35
  I've been a little silent because I've just, I've just
• 28:38
  been trying to recoup. But yeah, I'm trying to find
• 28:42
  ways right now to, you know, balance my life out as well.
• 28:46
  And I know we just had a huge team meeting recently.
• 28:50
  You know just what you know, we just get everything realigned
• 28:53
  before busy season because there has been a little bit of a
• 28:55
  slippage recently and. Carson, I think if I could share
• 28:59
  right there from experience, I think your main objective in all
• 29:02
  the owners listening that kind of go through that period
• 29:04
  because it's natural, right? We we go through giving our all
• 29:07
  to something and giving her all to something.
• 29:10
  And it's part of scaling, right? To get to that next growth
• 29:13
  period, you have to have a team that that does more so you can
• 29:17
  do more. A main thing that I've learned
• 29:20
  in and I guess coming up on 18 years is you want to push your
• 29:25
  leadership team under you who's replacing some of those things
• 29:29
  to be business people, right? And not peoples people, right,
• 29:35
  Not, not paper people, not policy people.
• 29:39
  But when you're a business person, you're thinking like
• 29:42
  you, the owner and thinking about the whole thing.
• 29:45
  So I just kind of want to share experience on that.
• 29:47
  I, I, I eat those words and think about those words often,
• 29:50
  But teaching your team how to be business people is what makes
• 29:54
  you different than that team right now.
• 29:56
  They're all experts or something, but you're the expert
• 29:59
  of business. But I'll, I'll slide in there.
• 30:03
  Yeah. You took the words right out of
• 30:06
  my mouth on that one. So I don't even want to add too
• 30:08
  much on there. But that is that is the next
• 30:11
  step. Because you start seeing when
• 30:15
  you pull back, where's my company going, right?
• 30:18
  It's always why we always say, OK, if you can leave for four
• 30:21
  weeks, how's my company gonna run?
• 30:23
  How's that culture gonna look like?
• 30:25
  Who's gonna stand there? I think you have a fantastic
• 30:27
  team behind you, but it's finding the ones that have the
• 30:30
  business sense to go. I need you to be the next
• 30:33
  Carsten. I need to look out for this
• 30:35
  brand. I need to look out for this
• 30:37
  brand and how everybody's affected off of this not being
• 30:41
  right. But Karsten would tell us that,
• 30:44
  right? And that's what you're trying to
• 30:46
  replace is that business acumen that helps you so well with
• 30:50
  priority, right? When you get into a situation,
• 30:53
  you know priority. And that's always our
• 30:55
  frustration as owners is like, gosh, why didn't you know that
• 30:58
  priority? I mean, that's, that's clear in
• 30:59
  your face. And you're over here dealing
• 31:02
  with a people person. Are you over here dealing with a
• 31:04
  marketing thing? But man, I got to pay my rent,
• 31:07
  right? That's when you start getting
• 31:09
  business people that have interest in the whole
• 31:11
  department. And I'll urge you right there,
• 31:13
  that's going to be your answer. It's not easy to get through
• 31:15
  this phase, but getting them the coaching they need.
• 31:18
  When they have the interest in being more business people
• 31:20
  instead of experts in a division, they'll start looking
• 31:23
  around the whole business. Steven, around this, right?
• 31:27
  I know. And if we were, if we were in
• 31:29
  York right now, buddy, I'll give you a big hug.
• 31:31
  And you know, I know you been through.
• 31:34
  Do it. Yeah, I know.
• 31:35
  We've all been there. That's right.
• 31:37
  You know what's even perfect time?
• 31:38
  It's time for Dolly to ask. Brought to you by BHC insurance
• 31:43
  Called Trey Scallion at 501. Something something something
• 31:48
  something because I totally forgot his number off top my
• 31:50
  head and I'm really so good with it.
• 31:51
  I apologize Trey, but you know what?
• 31:53
  Trey has been the go to. It's been fantastic lately.
• 31:57
  You know we mean him. We're talking the other day and
• 31:59
  he goes, so many movers have reached out to him from
• 32:03
  listening to the show and the advice.
• 32:06
  And we, I've talked to some of the movers and they've been
• 32:08
  like, man, this has been gold. And it's really because Trey
• 32:11
  follows this modified strategy that he specifically made for
• 32:16
  the industry for the show and helps pull the levers, right?
• 32:20
  Those levers, those levers that go on when we are renegotiating
• 32:25
  our premiums, our rates. We're trying to figure out, we
• 32:27
  have questions. We're looking to try and get 3
• 32:30
  different quotes, but we don't know you know the proper
• 32:32
  language of what to ask, what to look for.
• 32:35
  The man taught me the three quote strategy.
• 32:37
  He taught me the three Underwriters Garage.
• 32:39
  It's somebody you can trust. But also I pulled up my phone.
• 32:42
  I got to Mike Jones style 5012780105.
• 32:47
  Once again, guys, that is 501-278-0105 and I think it's
• 32:53
  probably coming across your screen.
• 32:55
  I hope so. Is it like that teleprompter?
• 32:57
  Can we? I'll make.
• 32:58
  Sure they did on the the rolling ads.
• 33:00
  Yeah, the rolling ads, yeah. By the way, readyrolls.com
• 33:03
  should be coming across your screen about now.
• 33:09
  I highly doubt it. Really not.
• 33:11
  Well, here's my job. Alright, here we go.
• 33:13
  Alright, what's 1 trait every mover on your team must?
• 33:17
  Knows the rules. Don't you coerce in 60?
• 33:19
  Seconds. No more hungry.
• 33:21
  Hungry. Hungry.
• 33:23
  Yeah, I like. Coachable, Coachable and.
• 33:25
  Coachable. Hungry.
• 33:27
  A good one too. 1/2 to 1. I know What's 1 habit every
• 33:32
  leader in your team must have. I feel like it's like this.
• 33:35
  You're like. What's that thing?
• 33:37
  Yeah. So 1.
• 33:39
  Of them was what was I adaptable?
• 33:42
  Adaptable, OK. Yeah, yeah, yeah.
• 33:44
  Yeah, one training lesson that improves customer experience.
• 33:50
  Manners, the way we present ourselves.
• 33:53
  How you how you act is just as important as how you pack.
• 33:59
  For sure. That trade is that that is a
• 34:04
  line and a half. One of the things my wife, one
• 34:06
  of the things I know, one of the things my wife always says is
• 34:10
  one of the best the things that her her parents put her in was
• 34:15
  etiquette school and she did like a like.
• 34:17
  A centillion or something. Yeah, it was, you know, it was
• 34:20
  like a whatever six week or eight week program.
• 34:23
  And she's like, I'd love to make sure my daughter and my kids are
• 34:26
  like, you know, our kids are in that because it's the same
• 34:30
  thing. Like you're saying movers could
• 34:31
  be movers. Like these guys can like hustle.
• 34:33
  They can do everything and have the worst manners.
• 34:35
  And you're like, dude, you're just shitting the bed like this.
• 34:38
  You've now literally lost the tip.
• 34:40
  You've you've you've totally upset the customer.
• 34:42
  Doesn't matter how good the move was, right?
• 34:44
  It was, you know, OK. If an owner wants to wants
• 34:50
  better culture tomorrow within the company, what should they
• 34:54
  fix first? Themselves, I mean it, it
• 34:59
  trickles down from the from the leader.
• 35:01
  So I mean it and then the they just follow what the leaders
• 35:05
  doing it the team. Will shout out to my God Dan
• 35:07
  Martel, he preaches the same thing.
• 35:10
  Same thing. Oh yeah, how do you use virtual
• 35:13
  assistance to help you in your position as an owner?
• 35:17
  Well I I have a an EA from readyrolls.com.
• 35:22
  Dot com. She is a Rockstar.
• 35:24
  She does everything well. She does her social media.
• 35:27
  She posts a lot of our, our, our.
• 35:29
  She manages all our social media.
• 35:31
  She does her payroll, she manages my e-mail, she manages
• 35:34
  my calendar. I mean, she's just a rock star.
• 35:36
  Anything we need done, she does. She organizes all our drive, our
• 35:39
  SOP's, all of that, which is a blessing because I have ideas,
• 35:43
  but I'm not the best organized. I would think whatever.
• 35:46
  But well, that's and I was going to say like, what is she really
• 35:49
  taking off your plate? But it sounds.
• 35:51
  Like it right? I know this.
• 35:53
  Yeah, yeah. I I throw the ideas out, she
• 35:55
  organizes it. So, OK, yeah, I.
• 35:57
  Like it? What's her name?
• 35:58
  What's? Lady, lady.
• 36:01
  Shout out the lady appreciation to you all man Cloud.
• 36:08
  Man, all my VA's always have like boat two different names
• 36:11
  like their first and middle names that I'm like which one am
• 36:14
  I gonna pick? Alright, I'm gonna do it.
• 36:15
  This one. This is where I'm gonna call
• 36:16
  you. You're called June now for.
• 36:18
  Movement. Alright, you're Darrell.
• 36:20
  Shout out to Darrell Love you got out of.
• 36:21
  Darrell, poor guy. It doesn't move five things all
• 36:26
  the time, all the time. Thank you, Darren.
• 36:28
  You by the way. Yeah, before we kind of end off
• 36:32
  on on this episode, 1 of the biggest things that I really
• 36:37
  wanted to say is thank you, Carson, you to me lead by
• 36:42
  example. And you know, you, you kind of
• 36:45
  brought this up before where you said, you know, a lot of the
• 36:47
  guys and, and Elliot said this, you know, if you take guys from
• 36:50
  a troubled past and build and invest the time and they grow
• 36:53
  and they grow and they grow. I know that you came from a
• 36:58
  past, but where I've seen you grow has been just exponential
• 37:02
  and a pure example of it doesn't really matter who you are, where
• 37:07
  you came from, what you look like, if you have the right
• 37:11
  mindset, you can achieve anything.
• 37:14
  And you're pure example of that. Thanks buddy.
• 37:18
  Thank you, Carson said. Every call, every compliment I
• 37:22
  get him, he gives me five U.S. dollars which is like $20
• 37:25
  Canadian so. Glad you noticed that took the
• 37:27
  lip rings out. There, he's been giving you
• 37:31
  compliments on that this whole episode.
• 37:33
  I was like, you got something with the piercings, but yeah,
• 37:38
  yeah, yeah. Well, one for one, but that's
• 37:48
  why you're, that's why everybody loves your brand.
• 37:50
  It's a part of you. We're going to get dot com.
• 37:58
  Alright, so I got my action items today. 1 is going to go
• 38:03
  through and check out trending videos, as Carson said earlier.
• 38:08
  So #2 is I'm gonna, I'm gonna do a clear training process with
• 38:15
  training videos of my own team. I'm using some industry
• 38:17
  standard. And I think it's just here in
• 38:20
  Carson story seeing the result. I think that's a big impact is
• 38:23
  to have my own big league mover videos do those same things we
• 38:26
  do every day. So we might as well record it.
• 38:29
  So I was very inspired by that. And that action item I I gotta
• 38:35
  take away. That's just a reminder to
• 38:37
  protect your culture by protecting who you hire.
• 38:40
  Carson does a great job of onboarding and protecting that
• 38:43
  culture. And I love his process.
• 38:45
  Shout out to Chris Sweet. But I love his process of
• 38:49
  putting the guy on the truck for free and, and, and working him
• 38:51
  out because if that goes on and you don't know that guy's doing
• 38:55
  it, he's with multiple crews and he's bringing down your culture.
• 38:58
  So I love that that fail safe and of course delegate admin
• 39:03
  work before it slows growth. Brought to you by
• 39:05
  readyrolls.com. Thank you, Carsten.
• 39:09
  I'll, I'll say this before we sign off.
• 39:11
  You are an inspiration, dude. It's been an inspiration since
• 39:15
  I've met you to see you keep climbing the ladder.
• 39:17
  And not just that. And when I say you, I see your
• 39:20
  whole team, right? Everybody's wanting to climb
• 39:23
  that ladder and grow the brand with you.
• 39:25
  He recently hired ready bowls to help us work harder in some
• 39:28
  offshore helps and bias and they've done an amazing job and
• 39:30
  they found the perfect candidate for our company.
• 39:33
  Not only that, they help entering the questions that we
• 39:34
  had about the process. You know, initially you know
• 39:36
  having a can be intimidating because answered all the
• 39:39
  questions been amazing experience has been a huge part
• 39:43
  of our success thus far. Reaching the process of hiring
• 39:45
  people right now definitely see them being part of our growth
• 39:48
  and reaching our goals on 21 and another game changer for our
• 39:52
  company roles.com. There is now a better way to
• 39:57
  scale. Can I give a shout out to a few
• 40:07
  of them? Real quick.
• 40:07
  Yeah, go for it, please. Do cool, cool cool.
• 40:10
  I just want to give a shout out to my 2 moving consultants,
• 40:13
  Willie Edwards, Eddie Rodriguez. Eddie Willis.
• 40:18
  Sharks, yeah. Those are my boys.
• 40:21
  Nasty Nate? Nate Routhier?
• 40:23
  David Galvin? Hey there.
• 40:26
  Yep, they're rockstars, man. And Tony Ousted.
• 40:29
  So shout out Tony. I love it.
• 40:32
  I love it. Listen everybody, if you enjoyed
• 40:35
  this show, please hit that subscribe.
• 40:37
  It's the one thing I ask, especially if you're watching on
• 40:39
  YouTube, hit subscribe. If you are listening on Apple
• 40:42
  Podcasts or watching on Spotify, hit the follow button and it
• 40:46
  take even 5 seconds out and hit that five star review.
• 40:49
  We always greatly appreciate it. We want to also hear your
• 40:52
  comments right? Someone like Carsten Nikal
• 40:55
  Murdoch, Murdoch's moving and storage shot it in the Cal you.
• 40:58
  Know Saturday? No, and I do gotta.
• 41:03
  Say, I mean they always leave comments and and and questions
• 41:06
  and they called, they call us out sometimes if we don't put a
• 41:09
  link on. Nickel has me beat.
• 41:11
  He's in the top 1%. I thought it was a pretty
• 41:13
  diehard mummified fan. I was in the top 4% so I got
• 41:16
  stuck it up in the top. The biggest?
• 41:23
  Move on Wednesday, listener, there is I.
• 41:25
  Don't know. He he he he gets.
• 41:28
  He has that title for sure. I love it.
• 41:30
  I love it everybody's table side.
• 41:32
  And until next time, thank you so much.
• 41:34
  Take care.