Latest / Business Brain – The Entrepreneurs’ Podcast / The 3 Most Powerful Words You'll Ever Say

Transcript

The 3 Most Powerful Words You'll Ever Say · Business Brain – The Entrepreneurs’ Podcast

• 0:01
  Dave Hamilton: Business Brain, episode 784, for Wednesday, September 2nd, National Blueberry Popsicle Day, 2026.
• 0:11
  Dave Hamilton: That is an extremely specific day to mint, right?
• 0:18
  Dave Hamilton: Yes. That's kind of crazy. National Blueberry Popsicle.
• 0:23
  Shannon Jean: I don't know that I've ever had a blueberry popsicle.
• 0:25
  Dave Hamilton: I don't know that I have either, and I've been obsessed with blueberries for
• 0:28
  Dave Hamilton: like the last 18 months or so. I don't know why.
• 0:32
  Dave Hamilton: They're good for you. Well, that was it. Like, I wondered if when I started
• 0:36
  Dave Hamilton: having this craving for blueberries, you know, like I said a year and a half
• 0:39
  Dave Hamilton: ago, I wondered if it was like my body telling me something.
• 0:43
  Dave Hamilton: Maybe. I don't know. I don't think it was, but maybe. Like, they're really good
• 0:46
  Dave Hamilton: for you, and we grow them all over the place here, so it's, you know, it's pretty good. Yeah.
• 0:50
  Shannon Jean: I love them.
• 0:51
  Dave Hamilton: Greetings, folks, and welcome to Business Brain, the show where we take some
• 0:54
  Dave Hamilton: ideas and we crunch them, we dissect them, we use them to tune our business
• 0:59
  Dave Hamilton: brains and level up our charmed lives.
• 1:02
  Dave Hamilton: Speaking of charmed lives, our sponsors for today's episode are KeeperSecurity.com
• 1:08
  Dave Hamilton: slash brain, where you can go and get 60% off personal and family plans.
• 1:12
  Dave Hamilton: They also have business plans there and whatnot.com. But really what you want
• 1:17
  Dave Hamilton: to do is search for whatnot in the app store and start selling today.
• 1:21
  Dave Hamilton: We'll talk more about both of those in a little bit. Sweet. Yeah.
• 1:24
  Dave Hamilton: For now, here in Durham, New Hampshire, I'm Dave Hamilton.
• 1:27
  Shannon Jean: And I'm back in Lafayette, California. I'm Shannon Jean. How are you?
• 1:30
  Dave Hamilton: I'm good. I had, it was a week of words for me, Shannon.
• 1:36
  Dave Hamilton: Words are powerful. Yeah, words are powerful. I am someone, I am a student of language.
• 1:41
  Dave Hamilton: I am far from a master of it. But I, you know, articulation matters.
• 1:47
  Dave Hamilton: Communicating well matters.
• 1:50
  Dave Hamilton: And I've seen the benefits of it. I mean, 21 years of podcasting.
• 1:56
  Dave Hamilton: Yeah, absolutely. But also just communicating with people.
• 2:00
  Dave Hamilton: And this week, I was reminded of the three most powerful words in the English
• 2:09
  Dave Hamilton: language that I think any of us would ever say.
• 2:14
  Dave Hamilton: And I'm happy to hear this.
• 2:16
  Dave Hamilton: Do you want to take a guess as to what those three words are,
• 2:19
  Dave Hamilton: Shannon? Before I, and I didn't prep you for this.
• 2:22
  Shannon Jean: So three words. Four, I have one that I often say four. crazy powerful is how can I help? So at three,
• 2:32
  Dave Hamilton: It's interesting you are very close here because yes like there is like how
• 2:36
  Dave Hamilton: can i help is great huge two of my words are the same as yours,
• 2:44
  Dave Hamilton: because i think even more powerful than that is saying i need help oh okay right because yeah,
• 2:55
  Dave Hamilton: we humans a you know especially being entrepreneurs You have to kind of put
• 2:59
  Dave Hamilton: on your blinders sometimes and, you know, ignore other people and know that
• 3:03
  Dave Hamilton: you're right and know that you can do it all and all those things,
• 3:06
  Dave Hamilton: even though that that may be, you know,
• 3:09
  Dave Hamilton: true only to greater and lesser degrees or false to greater and lesser degrees.
• 3:14
  Dave Hamilton: It's still you have to do that sometimes. And it's easy to get trapped into
• 3:20
  Dave Hamilton: thinking I therefore must do it all myself and must know it all myself. Right.
• 3:28
  Dave Hamilton: And this is a huge fallacy, but we all, I certainly find myself in that. And I don't...
• 3:36
  Dave Hamilton: I don't easily default to asking for help, but there's, there's a few things
• 3:41
  Dave Hamilton: that happen when you ask for help.
• 3:43
  Dave Hamilton: One of them is that most of us humans, as evidenced by your forward phrase, right? How can I help?
• 3:51
  Dave Hamilton: Most humans like to be able to help other people, all else being equal.
• 3:57
  Dave Hamilton: If you come across like a jackass, maybe less so, but you come across, right?
• 4:00
  Dave Hamilton: But, but like, but that's part of this right so most humans if given the opportunity
• 4:06
  Dave Hamilton: and and in a way that they can without causing a great deal of disruption to their lives most humans,
• 4:13
  Dave Hamilton: would i would like to help another human the other part of it is it shows some
• 4:21
  Dave Hamilton: humility right you say i need help it does And.
• 4:26
  Dave Hamilton: This is going to sound a little off the beaten path, but humility is attractive,
• 4:33
  Dave Hamilton: because it shows confidence, right?
• 4:35
  Dave Hamilton: When I say I need help, what it also communicates is I can't do the thing that
• 4:43
  Dave Hamilton: I need done by myself, and I am confident enough to communicate that.
• 4:49
  Dave Hamilton: And ask for someone that has expertise or tools or something that I do not.
• 4:56
  Dave Hamilton: I need help. And it's very liberating to say I need help, too.
• 5:02
  Dave Hamilton: Try it out. Try it in your cars, folks. I need help. No, it is.
• 5:05
  Dave Hamilton: Because it gets you out of that, oh, my God, I got to do it all myself.
• 5:09
  Dave Hamilton: No, you don't. You can ask for help.
• 5:12
  Dave Hamilton: Yep.
• 5:13
  Shannon Jean: I think it's, uh, I do agree that it's powerful.
• 5:16
  Shannon Jean: I think that as a, uh, from my perspective, as a, from a business owner perspective, um,
• 5:24
  Shannon Jean: one of the ways that I've done this is to frame it as you're better at this than I am.
• 5:32
  Dave Hamilton: That, well, that's, you don't even have to say that, right. But that's, No.
• 5:36
  Shannon Jean: But I like saying it because it gives them, I'm trying to give some confidence to them.
• 5:43
  Dave Hamilton: Yes.
• 5:44
  Shannon Jean: And yeah, of course, it's helped me help you. Yeah. The Jerry Maguire thing.
• 5:50
  Shannon Jean: But yeah, I think that I would, I always like, because people now I'm saying,
• 5:54
  Shannon Jean: well, that's your specialty or your skill set is better at that than I am.
• 5:59
  Shannon Jean: I'm over here doing this thing.
• 6:01
  Shannon Jean: And I agree. And I think especially with entrepreneurship, you can really go down a deep hole
• 6:09
  Dave Hamilton: On your own. Yes. Sometimes you have to. Like it's part of the deal.
• 6:14
  Dave Hamilton: Many times. That's the thing.
• 6:16
  Dave Hamilton: It's easy to forget that we're allowed to ask for help.
• 6:20
  Shannon Jean: Yeah. And I think it's one of
• 6:21
  Shannon Jean: the biggest motivations to scale your business is to get that help, is to
• 6:28
  Shannon Jean: build a team, to have people you can rely on, someone that has that different
• 6:34
  Shannon Jean: skill set than you, who can take care of whatever.
• 6:39
  Shannon Jean: And one of the things I always say when I'm working with people is like,
• 6:43
  Shannon Jean: one of the first things you want to do is hire an assistant.
• 6:45
  Shannon Jean: We've talked about on the show all the time.
• 6:47
  Dave Hamilton: That is literally, I need help.
• 6:49
  Shannon Jean: I need help. That's it. And I need to assist me.
• 6:52
  Dave Hamilton: I need assistance. Yeah, exactly.
• 6:54
  Shannon Jean: Yeah, I need assistance. But when you make that leap to hire an assistant for yourself,
• 7:03
  Shannon Jean: And it's such a game changer because it's constantly, a good assistant is asking
• 7:09
  Shannon Jean: you, what can I take off your plate? Yes. What can I handle for you this week?
• 7:14
  Shannon Jean: Yes. How do I save you time here? You know?
• 7:16
  Dave Hamilton: Yes.
• 7:17
  Shannon Jean: Or you're talking, you have a meeting, and they're saying, I got that. I can take care of it.
• 7:21
  Dave Hamilton: I'm on it.
• 7:21
  Shannon Jean: I'll take care of it. I'm on it. Don't worry about that. I'll do that.
• 7:24
  Shannon Jean: You focus on this. I'll do that.
• 7:26
  Dave Hamilton: Yeah, especially if you can find an assistant, and this is a good thing to seek,
• 7:32
  Dave Hamilton: is someone that understands the type of person you are, and Shannon and I are
• 7:37
  Dave Hamilton: describing ourselves, which is similar in this regard,
• 7:41
  Dave Hamilton: that we will say, all right, that needs to be done, therefore I'm doing it.
• 7:45
  Dave Hamilton: Not that I want to, but the buck stops here, so I'm just going to do it.
• 7:50
  Dave Hamilton: And having someone on your team, your assistant specifically,
• 7:53
  Dave Hamilton: that can identify, wait a minute, you just took on a thing that I can actually
• 7:58
  Dave Hamilton: do. It doesn't need to be you.
• 8:00
  Dave Hamilton: Let me do that. I'm on it. That's a great, great quality.
• 8:05
  Shannon Jean: Yeah, and what we do is, and what I suggest is that when you meet with your
• 8:08
  Shannon Jean: assistant and you record it and have your AI pull out all the action items,
• 8:14
  Shannon Jean: you should see your list getting smaller.
• 8:18
  Dave Hamilton: Yes.
• 8:19
  Shannon Jean: And their list getting bigger. That's the whole point. That's the whole point.
• 8:23
  Shannon Jean: And that's a sign of success. So I love that idea. I mean, I love this,
• 8:27
  Shannon Jean: I need help, however you want to say it.
• 8:29
  Shannon Jean: I still can't get over that. It makes me feel a little weak when I say that.
• 8:33
  Dave Hamilton: Oh, I think- Even inside. that's the trap I think I know I know I would I would I would,
• 8:42
  Dave Hamilton: I strongly say that it is exactly it.
• 8:48
  Dave Hamilton: I know you feel the way you feel. I'm not going to tell you you don't feel the
• 8:51
  Dave Hamilton: way you feel, obviously.
• 8:52
  Dave Hamilton: But the way it comes across to other people, and I'm glad you said this because,
• 8:59
  Dave Hamilton: this was what I was trying to say. I know that it feels like you're acting vulnerable, right?
• 9:05
  Shannon Jean: But that's okay.
• 9:07
  Dave Hamilton: And that's true. You are exposing a vulnerability.
• 9:11
  Dave Hamilton: But in doing that it portrays confidence it like that's how it comes i would
• 9:16
  Dave Hamilton: agree right if i come to you and say hey shannon i need help with this you don't
• 9:20
  Dave Hamilton: think oh my god dave like what is going no no.
• 9:23
  Shannon Jean: No i'm like oh great i'm gonna i'm gonna be able to help him because i can figure it out
• 9:26
  Dave Hamilton: Yeah that's it it's true it right.
• 9:28
  Shannon Jean: But i'm just inside i know my it's like a physical reaction inside my body
• 9:34
  Dave Hamilton: That's what i was saying as entrepreneurs we we we have to develop we They develop
• 9:39
  Dave Hamilton: other skills and a side effect of them is exactly that physical reaction. I have it too.
• 9:45
  Dave Hamilton: You're right. I have to remember that that's my perception of this interaction.
• 9:53
  Dave Hamilton: Pretty much everybody else's perception is, oh, that guy, he knows what he's up for.
• 9:58
  Shannon Jean: And it is true. One of the people watching this live on YouTube just brought
• 10:03
  Shannon Jean: up and says, yeah, he uses ChatTP for help every day.
• 10:05
  Shannon Jean: It's so easy to ask, and it's like, help me figure this out.
• 10:08
  Shannon Jean: Help me figure this out. So maybe that gets it easier. It's an ego thing.
• 10:14
  Shannon Jean: Yeah, with Claude all day long.
• 10:16
  Dave Hamilton: All day long. Yeah. All right. I have more. i said some words this morning that
• 10:20
  Dave Hamilton: even as they came out shannon i i heard angels singing so i i want to share
• 10:25
  Dave Hamilton: them with you and we'll see if we can make the angels sing again,
• 10:30
  Dave Hamilton: uh and we'll we'll find out in a little bit right now the next thing we want
• 10:33
  Dave Hamilton: to do is tell you about our sponsors i,
• 10:37
  Dave Hamilton: uh opened up whatnot the app you know our sponsor the other night and i like
• 10:42
  Dave Hamilton: i totally get it shannon And now I understand, right?
• 10:45
  Dave Hamilton: I ended up watching this guy run like a whole electronic show going through
• 10:50
  Dave Hamilton: piece after piece, talking with everybody in the chat the entire time.
• 10:54
  Dave Hamilton: It was fun. It was really immersive. And it's shopping that feels like hanging
• 11:00
  Dave Hamilton: out with people who are into the same stuff you are. Like that's literally what
• 11:04
  Dave Hamilton: was going on here, right?
• 11:06
  Dave Hamilton: And you almost never pay full price on whatnot, right? You're finding name brands
• 11:10
  Dave Hamilton: without retail prices. Right.
• 11:12
  Dave Hamilton: And here's the part for us. WhatNot is the largest live shopping marketplace in the country.
• 11:18
  Dave Hamilton: And it's not just electronics, right? There's beauty, collectibles,
• 11:21
  Dave Hamilton: luxury fashion, watches I found, even cookies, right?
• 11:25
  Dave Hamilton: People selling on WhatNot sell 10 times more than on other major marketplaces.
• 11:31
  Dave Hamilton: And the number of sellers making over a million dollars a year has doubled.
• 11:36
  Dave Hamilton: Buyers are spending more than an hour a day in there. Imagine having a store
• 11:41
  Dave Hamilton: where buyers were spending an hour a day in your store, Whatnot can be it for you, right?
• 11:45
  Dave Hamilton: Because they're engaged, they're buying, and they come back to see you instead
• 11:49
  Dave Hamilton: of a logo. That's the charmed life.
• 11:52
  Dave Hamilton: Customers who show up for you. Consistency pays off. This isn't a side hustle.
• 11:58
  Dave Hamilton: It's a real path to building something that lasts.
• 12:01
  Dave Hamilton: Search Whatnot, W-H-A-T-N-O-T in the app store, download, and you can start
• 12:08
  Dave Hamilton: selling right away. Go check it out. I think you're going to like it.
• 12:11
  Dave Hamilton: And our thanks to Whatnot for sponsoring this episode.
• 12:15
  Dave Hamilton: And look, you know, we're always switching devices, right? Phone,
• 12:18
  Dave Hamilton: laptop, the machine here in the studio, the machine in my desktop.
• 12:21
  Dave Hamilton: And every time we're typing and retyping some variation of a password that we only have.
• 12:28
  Dave Hamilton: Remember, that friction is exactly what can get you right. And switching to
• 12:34
  Dave Hamilton: Keeper, our sponsor, is the easy part of solving this problem, right?
• 12:39
  Dave Hamilton: Right. Importing everything out of your old password manager is going to be shockingly painless.
• 12:45
  Dave Hamilton: I tried it. It works. It's so good. Then it's reused password detection just
• 12:51
  Dave Hamilton: handed me a list of every duplicate I had right there.
• 12:55
  Dave Hamilton: And fixing them takes, you know, an hour instead of a lost weekend.
• 13:01
  Dave Hamilton: Keeper is a password manager that creates strong, unique passwords for all your
• 13:05
  Dave Hamilton: accounts, stores them securely in one place and logs you in automatically across
• 13:10
  Dave Hamilton: all your devices, right? So you never have to remember, guess,
• 13:13
  Dave Hamilton: or worry about getting locked out of your accounts again.
• 13:17
  Dave Hamilton: Right now, Keeper is offering 60% off personal and family plans at KeeperSecurity.com slash brain.
• 13:25
  Dave Hamilton: This incredible offer is only available for podcast listeners. That's you.
• 13:30
  Dave Hamilton: That's KeeperSecurity.com slash brain for 60% off personal and family plans.
• 13:36
  Dave Hamilton: And if you're running a team at work, check out Keeper's business plans.
• 13:40
  Dave Hamilton: Just make sure to use our link so that they know that we sent you.
• 13:43
  Dave Hamilton: Keepersecurity.com slash brain. Go check it out. I think you're going to like
• 13:47
  Dave Hamilton: it. And our thanks to Keeper for sponsoring this episode.
• 13:51
  Dave Hamilton: All right. So.
• 13:54
  Dave Hamilton: I was in the middle of a conversation with the folks at Freshdesk.
• 14:00
  Dave Hamilton: Okay. They are, for one of my companies, they're the service that we use to
• 14:06
  Dave Hamilton: manage all of our customer support tickets that come out. Oh, nice. Yep.
• 14:11
  Dave Hamilton: Last year in July, we signed up for this AI-like thing that they have.
• 14:17
  Dave Hamilton: You know, obviously, we're very bullish on AI here. Yes.
• 14:20
  Dave Hamilton: That would help us, like, help our reps, like, compose tickets,
• 14:26
  Dave Hamilton: like, compose replies and all those things.
• 14:28
  Dave Hamilton: Sure. And it didn't work. Like, you know, we had, like, five people on the team
• 14:33
  Dave Hamilton: and couldn't apply the, like, we paid for it.
• 14:36
  Dave Hamilton: The billing worked. The service.
• 14:39
  Shannon Jean: Well, of course. Of course. Of course the billing works. Of course.
• 14:41
  Dave Hamilton: But the service couldn't apply. And we reported it, of course.
• 14:45
  Dave Hamilton: Like, we can't do it. Oh, yeah, yeah, yeah. You just do this.
• 14:47
  Dave Hamilton: Okay, well, you know what?
• 14:48
  Dave Hamilton: Get on screen share. yada yada yada so july august september,
• 14:53
  Dave Hamilton: uh october we might have skipped november december keep talking to them still
• 14:56
  Dave Hamilton: not working still not working wow february you know okay like dude like this
• 15:01
  Dave Hamilton: is crazy we paid for this for a year in july,
• 15:06
  Dave Hamilton: And they're like, yeah, yeah, okay. And I'm like, I'm pretty sure your system has a bug.
• 15:09
  Dave Hamilton: Like, that was my, you know, I'm a nerd. Like, I get it.
• 15:13
  Dave Hamilton: And I know a bug when I see one. Sometimes I'm wrong. On this time, I was not.
• 15:19
  Dave Hamilton: Finally, in March, they're like, ah, we've identified a bug.
• 15:22
  Dave Hamilton: It's fixed. Early in March, it wasn't fixed.
• 15:24
  Dave Hamilton: Slightly less early in March, also not fixed. But they kept,
• 15:28
  Dave Hamilton: they're like, we're on it. So I'm like, okay, we're doing well.
• 15:31
  Dave Hamilton: You know, we're good. Finally, end of March, it's fixed.
• 15:34
  Dave Hamilton: And we confirmed it was fixed but you know that's like 260 of our 365 days that
• 15:42
  Dave Hamilton: we couldn't use this thing that's right and the person that that was working
• 15:45
  Dave Hamilton: on it said okay great i wanted to get this,
• 15:48
  Dave Hamilton: is it working let's make sure everybody can do it yep it's good thank you uh,
• 15:54
  Dave Hamilton: we didn't find that the service was all that valuable for us but that's fine you know okay great um.
• 16:00
  Dave Hamilton: But we were able to we were able to like try it and use it for you know a couple of months and okay um,
• 16:07
  Dave Hamilton: they said okay now that we know that it's a bug we'll you know we'll credit
• 16:10
  Dave Hamilton: your account i'm like great you know i'm happy to just take store credit like,
• 16:13
  Dave Hamilton: we're going to continue using this service fine yeah okay great.
• 16:17
  Dave Hamilton: So July comes around for us to renew store credits, not there.
• 16:21
  Dave Hamilton: So I jumped a month to month. Cause I don't want to pay for a year when I know
• 16:24
  Dave Hamilton: I got, you know, 15, 16, 1700 coming back at me.
• 16:28
  Dave Hamilton: So finally today I get on a call. They keep changing who our reps are.
• 16:33
  Dave Hamilton: So, you know, Oh, your rep was laid off this, that, and the other thing.
• 16:36
  Dave Hamilton: So we get on the call today and I explained to them, this is the thing.
• 16:39
  Dave Hamilton: And they're like, yeah, okay. Well, this is interesting. I'll dig into this
• 16:43
  Dave Hamilton: and I'll talk to my boss and figure out how much, how much credit we can offer you.
• 16:52
  Dave Hamilton: And I said, oh, no.
• 16:55
  Shannon Jean: I know the number.
• 16:56
  Dave Hamilton: The number is defined. There's no question about the number.
• 17:00
  Dave Hamilton: They're like, well, we see that you didn't submit a ticket about this until February.
• 17:04
  Dave Hamilton: I'm like, well, that was one round of tickets that we submitted this February.
• 17:07
  Dave Hamilton: But if you go back, there's other rounds. But your reps kept like recycling.
• 17:12
  Dave Hamilton: And so we would open a new ticket because it would just be like the ticket with
• 17:16
  Dave Hamilton: the old rep would just fizzle out because they were done,
• 17:19
  Dave Hamilton: right and and i'm like so the number is the number and i i had to give him a
• 17:24
  Dave Hamilton: little bit of a deadline of like hey
• 17:26
  Dave Hamilton: you know like if you do this before our next monthly cycle comes up i'll i'm
• 17:32
  Dave Hamilton: willing to take store credit after that it's cash,
• 17:35
  Dave Hamilton: you know and like there's a clock now,
• 17:39
  Dave Hamilton: yeah and uh.
• 17:43
  Dave Hamilton: So i uh so you know we're talking and now these new people didn't cause this
• 17:46
  Dave Hamilton: problem they also are not the people who are empowered to grant us this credit.
• 17:51
  Dave Hamilton: They're like, you know they're our success manager somebody else needs to do this. So, I,
• 18:00
  Dave Hamilton: So I'm talking to him and I'm, I'm trying, I know they are the,
• 18:02
  Dave Hamilton: the only people at the, at least there's other people, but they're the people
• 18:07
  Dave Hamilton: that I know that can go to bat for me on this.
• 18:10
  Dave Hamilton: Okay. Right. I mean, that's just how it is. Right.
• 18:12
  Dave Hamilton: And so I, uh, so I, I said to him at one point as we were wrapping up the call
• 18:19
  Dave Hamilton: and this was when I heard the angel sing, I started this.
• 18:22
  Dave Hamilton: I wanted to say, I'm sorry to put you in this position. Oh, yeah.
• 18:27
  Shannon Jean: But you didn't, you didn't want to apologize.
• 18:29
  Dave Hamilton: But I'm not, like, I am sorry that, like, as a general thing,
• 18:36
  Dave Hamilton: I am aware that it sucks for them that I've put them in this position.
• 18:39
  Dave Hamilton: And that's what I wanted to communicate. So as I'm sort of stumbling through
• 18:43
  Dave Hamilton: the words, what I said was, I am empathetic to your position that I'm putting,
• 18:49
  Dave Hamilton: to the position I'm putting you in.
• 18:51
  Dave Hamilton: But I'm not apologetic because I didn't cause this. Yeah. Your team did.
• 18:57
  Dave Hamilton: And as it came out it was like oh man like this is the thing you know that you need this
• 19:03
  Dave Hamilton: compassionate control was was kind of how yeah crystallized yeah because it's
• 19:08
  Dave Hamilton: like nope i'm not giving up anything but i'm acknowledging that we're all humans here
• 19:13
  Dave Hamilton: like that's okay like because it's true and it shows i'm not you know at least
• 19:18
  Dave Hamilton: outwardly a sociopath so yeah yeah yeah Empathetic, but not apologetic.
• 19:24
  Shannon Jean: Yeah, I always try to say when I get, because it's a common thing that happens,
• 19:28
  Shannon Jean: right? Of course. You wind up talking to different people and they're trying
• 19:30
  Shannon Jean: to help you and they're like, well, I don't know, let me research.
• 19:32
  Shannon Jean: And so one of the things I do is I say, you know, I'm so glad that I got you on the phone.
• 19:39
  Shannon Jean: Because I know you're going to help me. I know it's not your fault that it happened.
• 19:43
  Shannon Jean: And I appreciate you being the champion for me. Yes. Because you have to get
• 19:48
  Shannon Jean: those people on your side.
• 19:50
  Shannon Jean: You can't be angry at them because they didn't cause the problem.
• 19:53
  Shannon Jean: Nope. But you still can be frustrated
• 19:58
  Shannon Jean: about the situation. That's for sure.
• 20:00
  Dave Hamilton: Yes. Yes. We're all in this together. It's that. We're all on the same side of the desk.
• 20:06
  Dave Hamilton: I love what you just said. the I appreciate I appreciate you being my champion that oh.
• 20:13
  Shannon Jean: That's on the back yeah and on the back side from our my customer service department
• 20:18
  Shannon Jean: we would get those calls too and people would be so livid and upset and it's the two tokens yes
• 20:25
  Shannon Jean: of you know customer service and if you don't know what that is just go to businessbrain.show
• 20:30
  Shannon Jean: and search for the word token and you'll find a whole multiple episodes on this concept.
• 20:35
  Shannon Jean: But you want to show empathy to your customer, but even, you know,
• 20:41
  Shannon Jean: you may have to go over the top, but oftentimes you don't have to apologize.
• 20:45
  Shannon Jean: They just want to know that you're like, wow, I realized how inconvenient this is.
• 20:49
  Shannon Jean: I'm going to be the one that get, we're going to get this all for you today.
• 20:52
  Dave Hamilton: I'm with you here.
• 20:53
  Shannon Jean: I'm with you to the end. I know how important this is. I'm going to take care
• 20:57
  Shannon Jean: of it. You know, if people feel that you're being,
• 21:02
  Shannon Jean: uh, putting in the effort to them that they're just so much easier to deal with.
• 21:07
  Dave Hamilton: Yes.
• 21:07
  Shannon Jean: And the opposite happens when you're just like, ah, this is no big deal.
• 21:10
  Dave Hamilton: If you're dismissive, you put them in the position and that's what these people
• 21:13
  Dave Hamilton: started to do to me. They were like, okay, well, you know, you didn't really
• 21:17
  Dave Hamilton: come to us initially. It's like, Oh, Oh, Oh, Oh, Oh, wait a minute.
• 21:20
  Dave Hamilton: You don't, you don't have all the facts here.
• 21:23
  Dave Hamilton: I do. There are receipts and you're, you have them there in your system.
• 21:28
  Shannon Jean: Don't tell me regardless of that, regardless the product you paid for hasn't
• 21:34
  Shannon Jean: worked until march of you know yeah the the following year
• 21:39
  Dave Hamilton: The bug isn't my fault yeah.
• 21:42
  Shannon Jean: Yeah and and there is no notification well i don't know what the terms notification
• 21:46
  Shannon Jean: obligation yes yes come on that's ridiculous
• 21:49
  Dave Hamilton: Come on but also we did because we wanted to use it so it's like hey how do
• 21:52
  Dave Hamilton: we use this oh okay right you.
• 21:54
  Shannon Jean: Know and if you think your terms and conditions are going to save you, I'm going to,
• 21:58
  Dave Hamilton: I want to.
• 22:00
  Shannon Jean: Explain otherwise to you because that doesn't work. When you tell your customer,
• 22:05
  Shannon Jean: well, you agreed to, you're just going to have a bad time and you're just going
• 22:08
  Shannon Jean: to ruin that relationship with your customer.
• 22:10
  Shannon Jean: So that's why I always had very minimal terms and conditions and it's like,
• 22:15
  Shannon Jean: hey, we've got a problem. We're going to make it right. Yeah. And for sure.
• 22:19
  Dave Hamilton: Yeah, we're going to, we're going to make it right. That's right.
• 22:21
  Shannon Jean: Yeah, I like it. So what is the big, I think the big takeaway today,
• 22:27
  Shannon Jean: so if you're new to the show, we do this
• 22:29
  Shannon Jean: big takeaway, the thing we remember the most, and then we create a business blueprint around that.
• 22:37
  Shannon Jean: And I think today's big takeaway is...
• 22:41
  Shannon Jean: Asking for help
• 22:42
  Dave Hamilton: Asking for help yeah yeah remember that you're allowed to ask for help yes exactly
• 22:48
  Dave Hamilton: yes yeah yeah that's good we all are.
• 22:50
  Shannon Jean: I like it yeah yeah for sure
• 22:52
  Dave Hamilton: Yeah.
• 22:53
  Shannon Jean: It's great good stuff man
• 22:55
  Dave Hamilton: Thanks for hanging out everybody like he said go to businessbrain.show slash
• 22:59
  Dave Hamilton: blueprint and that's where you're gonna get the full like fully fleshed out
• 23:04
  Dave Hamilton: thing for your business go check it out and uh keep living that charm life we'll see you on friday.
• 23:09
  Shannon Jean: See you friday