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Transcript

The Value of Holding On · The World Knowledge

• 0:00
  Speaker 1: Well, good afternoon, listeners. Thank you for coming on to
• 0:03
  Speaker 1: Lament of Hope podcast. As you guys know, we always
• 0:06
  Speaker 1: have so many interesting guests. And by the time this
• 0:09
  Speaker 1: one comes out, we're nearing our 300th episode, which is
• 0:12
  Speaker 1: really exciting. But I'm talking today with Jennifer Goff, who
• 0:16
  Speaker 1: is the founder of Skip the Line. And I came
• 0:21
  Speaker 1: across this business and I was just so intrigued. I mean.
• 0:25
  Speaker 2: Yeah. And, you know, for instance, because I hire... For
• 0:30
  Speaker 2: the different services I hire differently, it just depends on
• 0:33
  Speaker 2: what the service is. So for instance, waiting in line,
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  Speaker 2: a lot of the people that wait in line for
• 0:39
  Speaker 2: me are retired. You know, they're retired guys. They need
• 0:43
  Speaker 2: something to do while also making extra money. They have
• 0:47
  Speaker 2: no problem being somewhere at 5 a.m., I don't have
• 0:50
  Speaker 2: to worry about them not being punctual or anything like that.
• 0:53
  Speaker 2: So those people do that because that's just kind of
• 0:56
  Speaker 2: supplemental to what they're, you know, their retirement. Same thing
• 1:01
  Speaker 2: with like college kids who might just need to make
• 1:04
  Speaker 2: some extra money here and there. We've actually also worked
• 1:07
  Speaker 2: with local homeless shelters where for people who are really
• 1:10
  Speaker 2: looking for jobs and they just need something to gain
• 1:13
  Speaker 2: that confidence and get back on their feet and waiting
• 1:15
  Speaker 2: in line requires zero skill. Um, a lot of times
• 1:19
  Speaker 2: they'll be there with a supervisor. So it's very easy
• 1:22
  Speaker 2: for them to earn that money and just really take
• 1:24
  Speaker 2: the next step into reintegrating into society. Um, kind of
• 1:30
  Speaker 2: depends on a lot of the people who, who wait
• 1:32
  Speaker 2: in line on that team, um, have been working with
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  Speaker 2: me for years, probably since I started. Um, In terms
• 1:40
  Speaker 2: of the personal assistance, that's something where I really have
• 1:44
  Speaker 2: to do a more thorough investigation and your commitment to
• 1:48
  Speaker 2: quality customer service because that is what this company is
• 1:52
  Speaker 2: about and that's something that I feel very strongly about
• 1:55
  Speaker 2: as a business owner. A lot of times it just
• 1:59
  Speaker 2: might be people are doing it, like you said, for
• 2:02
  Speaker 2: now and it's a stepping stone into something else and
• 2:04
  Speaker 2: you can't really take it personally because If it were me,
• 2:08
  Speaker 2: maybe I would be doing the same thing. But I
• 2:12
  Speaker 2: really try to make it so that people are enjoying
• 2:17
  Speaker 2: themselves and maybe see a future at the company, even
• 2:19
  Speaker 2: though we're still small. Even after nine years, we're still
• 2:24
  Speaker 2: pretty small. But trying to make it a place where
• 2:28
  Speaker 2: people really are committed and dedicated to the work and
• 2:32
  Speaker 2: they're enjoying themselves.
• 2:34
  Speaker 1: Well, I wanted to ask you, when you were abroad,
• 2:37
  Speaker 1: for so long, you said you traveled the world. So
• 2:40
  Speaker 1: did you, were there any things from, you know, across
• 2:44
  Speaker 1: the continents that you brought back and implemented in your work?
• 2:48
  Speaker 1: Like maybe even just a different perspective on life or
• 2:51
  Speaker 1: work or people that you think you took with you
• 2:56
  Speaker 1: and started with this business? Yeah.
• 3:00
  Speaker 2: I don't know if there was anything I noticed that
• 3:03
  Speaker 2: I brought back and implemented, but it's definitely always something
• 3:07
  Speaker 2: that's been on my mind, just the experience and the
• 3:10
  Speaker 2: privilege of being able to take the time off, you know,
• 3:13
  Speaker 2: experience other cultures, other people kind of revert back to
• 3:18
  Speaker 2: the slow life where you're enjoying things and you don't
• 3:22
  Speaker 2: have to worry about X, Y, and Z. And, um,
• 3:25
  Speaker 2: you know, just seeing how people were so happy with
• 3:29
  Speaker 2: what they have and their families where, you know, American culture,
• 3:33
  Speaker 2: it's very fast and it's very consumer driven and, And so,
• 3:37
  Speaker 2: you know, trying to just keep those things in mind,
• 3:40
  Speaker 2: even being back here almost 10 years now is something
• 3:44
  Speaker 2: that I do daily. And it's just, it's also, I
• 3:47
  Speaker 2: hope that it translates to my employees. I don't know
• 3:51
  Speaker 2: if I explicitly state that to them, but just in
• 3:54
  Speaker 2: my actions and the way I think and things like that,
• 3:57
  Speaker 2: I would hope it would translate.
• 3:59
  Speaker 1: Like a slower pace or less of a frantic kind
• 4:02
  Speaker 1: of demeanor or? Yeah.
• 4:06
  Speaker 2: And just showing more value to people, especially as a
• 4:10
  Speaker 2: business where, you know, some companies turn out people left
• 4:15
  Speaker 2: and right, you know, really valuing my employees and what
• 4:18
  Speaker 2: their needs are. And, you know, if something's wrong, making
• 4:22
  Speaker 2: sure they know they can come to me to talk
• 4:24
  Speaker 2: about something or if there's a problem, we can solve
• 4:26
  Speaker 2: it together. So really just kind of focusing on those
• 4:30
  Speaker 2: people skills that maybe have gotten lost along the way
• 4:33
  Speaker 2: in some of the fast paced culture of America.
• 4:38
  Speaker 1: What do you...