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The Secret Behind Exceptional Customer Service With Jose Juarez · The Confident Entrepreneur With Jennifer Ann Johnson

• 0:38
  Jennifer Johnson: Great customer service isn't just about having friendly employees or fixing problems quickly.
• 0:43
  Jennifer Johnson: It's about creating a culture where every team member understands that exceptional service is everyone's responsibility, not just the customer service department.
• 0:51
  Jennifer Johnson: When you build this kind of culture, it becomes your competitive advantage.
• 0:55
  Jennifer Johnson: Customers feel the difference, they stay loyal, and they become your best marketing team by telling others about their experience.
• 1:03
  Jennifer Johnson: Today, I have the pleasure of speaking with Jose Juarez.
• 1:07
  Jennifer Johnson: Jose is the founder and CEO of Victory Solutions, which is a direct marketing and follow-up company specializing in the motorcycle industry.
• 1:16
  Jennifer Johnson: He is also the founder of Barbecuban, woo-hoo, which is a specialty sauce company, which is in over 500 public stores in Florida.
• 1:27
  Jennifer Johnson: In July of 2015, you guys, this is an impressive thing.
• 1:31
  Jennifer Johnson: In July of 2015, Jose was on ABC Live with Kelly and Michael in their show doing a grilling contest.
• 1:38
  Jennifer Johnson: He won the competition that was judged by food network stars Alex Garniscelli and Iron Chef Marcus Samuelson.
• 1:48
  Jennifer Johnson: Jose won the title of America's next grill star.
• 1:53
  Jennifer Johnson: And he has since appeared many more times in that show.
• 1:58
  Jennifer Johnson: So we're going to explore how to build and maintain a culture where outstanding customer service isn't a policy.
• 2:05
  Jennifer Johnson: It's a way that your entire team naturally operates.
• 2:09
  Jennifer Johnson: Welcome, Jose.
• 2:10
  Jose Juarez: Thanks, Jennifer.
• 2:11
  Jose Juarez: Thanks for having me.
• 2:16
  Jennifer Johnson: I'm so excited.
• 2:17
  Jennifer Johnson: This whole thing with the with the food or the uh America's Next Grill Star and the Barbecuban sauce and everything.
• 2:26
  Jennifer Johnson: But going back to you starting your other business, your first business, the and I know maybe it's not your first business, but your victory solution and talking about customer service, when I was thinking about this topic, I knew exactly who I wanted to talk to, and it was you.
• 2:44
  Jennifer Johnson: Just because we've had conversations about this before, and I was so thoroughly impressed.
• 2:49
  Jennifer Johnson: I'm like, we need to dive deep into this.
• 2:51
  Jennifer Johnson: So my first question is what does true a true customer service culture look like?
• 2:59
  Jose Juarez: Well, it's it's it's really empowering your people.
• 3:03
  Jose Juarez: And and and a lot of this that we're going to talk about is that it is it's a it's a culture where you you're you actually care about what the customer says.
• 3:14
  Jose Juarez: Uh where you're not just going through the motions, you're not just you know repeating whatever's on the wall, whatever statement is.
• 3:22
  Jose Juarez: It is I truly care about you.
• 3:25
  Jose Juarez: I truly want to understand what you're looking for and how I can help you achieve that.
• 3:31
  Jose Juarez: You know, I I started this business, whatever it is now, 23, 24 years ago.
• 3:37
  Jose Juarez: And the whole idea uh that came to me, I was in the car business at the time, was you know, how how do we how do we set something up where we have business intelligence, right, directly to a consumer so that they understand what is going on in their in their store.
• 3:53
  Jose Juarez: You know, how and the only way to do it was by being able to, you know, to connect with folks, finding out what they're really looking for, you know, what how they really feel about the store, where they're where they will open up and um you know and be able to share with you.
• 4:10
  Jennifer Johnson: Right.
• 4:11
  Jennifer Johnson: Because a lot of times they don't until it's too late.
• 4:14
  Jose Juarez: Right.
• 4:15
  Jennifer Johnson: Right?
• 4:15
  Jose Juarez: Yeah, and and and if you have if you don't really if if you have a culture out there that just kind of goes through the motions and and and number one, they're not empowered to to do that, that's what's gonna happen.
• 4:27
  Jose Juarez: Or or if you have a culture that says, you know, everything that somebody tells me I'm gonna take personally.
• 4:34
  Jose Juarez: You know, they have an issue, so I'm gonna take that personally.
• 4:36
  Jose Juarez: When when a lot of times when somebody has an issue, what they really want to do is they want to talk about it.
• 4:40
  Jose Juarez: You know, they they want to, you know, they want to explain to you where they're at.
• 4:44
  Jose Juarez: And and you got to be able to open up and listen to them and not take it personal.
• 4:49
  Jose Juarez: Um, you know, that and that that was, you know, that was one of the things that as we've gone on through the years, it's kind of interesting.
• 4:56
  Jose Juarez: You can give you can give some folks information on what you know what is going on in their in their organization.
• 5:04
  Jose Juarez: And I used to run into issues, especially in the service department area, where uh they would, you know, the service manager would get upset, um, couldn't understand, like, well, why would they say that?
• 5:16
  Jose Juarez: They never said it to me.
• 5:17
  Jose Juarez: Well, they're not gonna say it to you because of exactly how you're reacting to this information.
• 5:22
  Jose Juarez: And you're not gonna get better unless you address it.
• 5:29
  Jennifer Johnson: Do you think that's the biggest reason why businesses are not consistently delivering that exceptional customer service?
• 5:37
  Jennifer Johnson: Or do you think it's that they really don't think it's that important until all of a sudden they start losing sales?
• 5:44
  Jose Juarez: Well, they they all acknowledge it's important, but but then the actions aren't there.
• 5:50
  Jose Juarez: So what ends up happening is um they may put statements on the wall, they may do this and that, but it but in in at the end they really don't care.
• 5:59
  Jose Juarez: Um and that is shown by by lack of action, you know, lack of of really understanding the customer.
• 6:06
  Jose Juarez: Yeah, they start losing sales, and you know, they're their frontline people are never in power.
• 6:11
  Jose Juarez: They can't answer.
• 6:12
  Jose Juarez: You know, one of the things I hate is, you know, um, you know, that I'm not able to do that, or that's beyond my pay grade, or you know, or that's not our policy.
• 6:21
  Jose Juarez: Oh, can't stand that.
• 6:23
  Jose Juarez: That's not our policy, you know, and that's what ends up happening a lot of times is that is that we hear that, you know, um, and we don't, you know, don't listen to the customer.
• 6:33
  Jose Juarez: I I I recently just ran into an issue where uh a dealership needed training, not a motorcycle store, but it's actually uh uh an automobile dealer, you know, where uh I have a vehicle, I have a I have an issue, and I'm like, hey, I um, you know, I'll drop it off, but I need a loaner.
• 6:51
  Jose Juarez: Oh, we we don't do that anymore.
• 6:53
  Jose Juarez: Um we're not allowed to do that.
• 6:55
  Jose Juarez: We're not this, we're not that.
• 6:56
  Jose Juarez: If you want to wait on it, you know, those are the kind of things that just turn you off right away.
• 7:01
  Jose Juarez: It's like, you know, they sell you something, but then they don't want to service it.
• 7:06
  Jennifer Johnson: Right.
• 7:07
  Jennifer Johnson: So what role do you believe leadership plays in modeling the right behaviors and um and setting that tone?
• 7:16
  Jose Juarez: Oh, a hundred percent.
• 7:18
  Jose Juarez: It has to start at the top.
• 7:19
  Jose Juarez: It can't it can't start anywhere else.
• 7:22
  Jose Juarez: You know, if if you walk the walk, you know, and and they see you uh, you know, acting in a certain way, that that is key.
• 7:32
  Jose Juarez: Without that, you're never gonna get there.
• 7:34
  Jose Juarez: You know, and and it and it also starts with, you know, again, empowering your employees to to let them know that, hey, you're gonna make mistakes.
• 7:43
  Jose Juarez: You know, I and I had that, you know, one time early in my career.
• 7:47
  Jose Juarez: Um I was a um, I think I was a sales manager at the time for two divisions for a company called Mark III.
• 7:55
  Jose Juarez: And the um the the president of the company, I would always go to them because the culture before that was one of 100% control, right?
• 8:05
  Jose Juarez: So, so micromanage, micromanage.
• 8:08
  Jose Juarez: I couldn't make a move anywhere unless I cleared it, you know, with with the boss.
• 8:13
  Jose Juarez: And I used to go to his name is Clark Fatulli.
• 8:17
  Jose Juarez: He's been retired since, but Clark came in one day to me and he said, I trust your judgment.
• 8:22
  Jose Juarez: You're gonna make mistakes, and that's okay.
• 8:25
  Jose Juarez: So just use your judgment.
• 8:27
  Jose Juarez: You don't need to go, you know, to me on everything.
• 8:30
  Jose Juarez: That to me was huge.
• 8:32
  Jose Juarez: It was empowering.
• 8:33
  Jose Juarez: You know, I had that now I had the ability to be able to make the decisions that I felt were right.
• 8:40
  Jose Juarez: And we have to do that same thing.
• 8:42
  Jose Juarez: If we're if we're leading and we're saying, hey, we want this culture of customer service, it it starts there, but then empowering the folks to say, you know, um, take care of the customer.
• 8:53
  Jose Juarez: Take care of them as you would your friend, take care of them as you would, you know, your spouse, um, your family member.
• 9:00
  Jose Juarez: Treat it like that.
• 9:01
  Jose Juarez: You know, treat those folks that way in the same way that you would, and and it'll, you know, it'll translate.
• 9:10
  Jennifer Johnson: Right.
• 9:11
  Jennifer Johnson: Right.
• 9:11
  Jennifer Johnson: It's all about empowering, like you said from the very beginning.
• 9:14
  Jose Juarez: Yeah, yeah.
• 9:15
  Jose Juarez: I mean, that's really the that's really the key, you know.
• 9:18
  Jose Juarez: Um yeah.
• 9:22
  Jennifer Johnson: So when when you're looking at hiring people, how is it possible?
• 9:27
  Jennifer Johnson: And if it's possible, how are you able to hire people that you know will naturally fit into that culture of nurturing customer service?
• 9:38
  Jose Juarez: You don't always know.
• 9:39
  Jose Juarez: We we've been very fortunate.
• 9:41
  Jose Juarez: Um, we have employees here that have been here 18, 20 years doing the same job, which is really difficult in the you know, in the in the telephone and the customer service and in that area.
• 9:53
  Jose Juarez: So you you can interview people uh, you know, and do the very best you can.
• 9:58
  Jose Juarez: Are they friendly?
• 10:00
  Jose Juarez: Do you know, do do, you know, I I never use like with our our our company, um, I don't use preemptive dialers, never have.
• 10:07
  Jose Juarez: Could I make more calls an hour?
• 10:09
  Jose Juarez: Absolutely.
• 10:10
  Jose Juarez: But what what our whole training is before you make that phone call, read the notes, understand the customer that you're gonna be following up, find out a little bit about themselves, you know, and and every time you're talking to them, find out a little bit another nugget on them, find out something else so that you really truly have a relationship.
• 10:30
  Jose Juarez: And and and we've had we've had, you know, throughout the years, it it we've had situations that's it's kind of interesting.
• 10:37
  Jose Juarez: Um uh women, honestly, they do the best job at listening.
• 10:42
  Jose Juarez: Us guys, we don't, we don't do a very good job.
• 10:44
  Jose Juarez: We have to work on us harder.
• 10:46
  Jose Juarez: Uh, that's the truth, you know.
• 10:48
  Jose Juarez: Where that's what I found is is that is that you know, um, more caring and and and really listening to the customer.
• 10:55
  Jose Juarez: You know, when I first started, it was one of those things like uh my whole goal was like we got to get 50 calls an hour, we got to do this, we gotta do that.
• 11:03
  Jose Juarez: And that was the wrong approach.
• 11:05
  Jose Juarez: The approach needs to be spend as much time as you need to with the customer.
• 11:09
  Jose Juarez: That's okay.
• 11:10
  Jose Juarez: And if you only talk to five customers in an hour, but you have this this great quality, that I'd rather have quality versus quantity.
• 11:19
  Jose Juarez: You know, and early on in the in in in our company is I purposely kept it as a boutique company for 23 years.
• 11:27
  Jose Juarez: We've had companies come in and out of this industry that you know, all the way through.
• 11:32
  Jose Juarez: I've always kept it to about 100 to 110 clients, and I wanted every one of them to feel like you're the only one.
• 11:38
  Jose Juarez: You know, you're you you can reach me at any time.
• 11:41
  Jose Juarez: You can, it doesn't matter when it is.
• 11:43
  Jose Juarez: You know, uh here's my cell number.
• 11:45
  Jose Juarez: That's the other thing is I I give out my cell number.
• 11:47
  Jose Juarez: You know, here it is.
• 11:47
  Jose Juarez: Call me anytime.
• 11:49
  Jose Juarez: I'm interested.
• 11:50
  Jose Juarez: I, you know, and if you need something, we're folks have that same mentality where you know they can reach us um with a phone call.
• 11:58
  Jose Juarez: We're gonna call back.
• 11:59
  Jose Juarez: And I think that's what you gotta have is treat every customer as if they're the only customer you have.
• 12:07
  Jennifer Johnson: It makes them feel important.
• 12:09
  Jose Juarez: Yeah, for sure.
• 12:12
  Jennifer Johnson: So how do you train this?
• 12:13
  Jennifer Johnson: Is it something that you, you know, a system that you've set up, you know, like a handbook of this is how we're training our employees on this, or how is that something that you can train?
• 12:25
  Jennifer Johnson: I know our listeners are probably listening, okay, well, that sounds great, but how the heck do I train people to do this?
• 12:32
  Jose Juarez: Well, you know, like in our particular situation, um I I don't record calls, but um, you know, we we're we're there all the time listening and and and you know, at managers that are listening to the conversation and we'll coach on that.
• 12:52
  Jose Juarez: I call them you know teaching opportunities, teaching moments.
• 12:56
  Jose Juarez: And and you really learn by doing.
• 12:58
  Jose Juarez: You could go into a classroom situation, you know, even I do sales training for dealerships.
• 13:03
  Jose Juarez: And the one thing I've always hated is like, oh, well, we're just gonna do this mock-up, and you're gonna say this, I'm gonna say that, and at the end of it, I'm gonna close the deal.
• 13:11
  Jose Juarez: And it's like, that's not real life.
• 13:13
  Jose Juarez: You know, real life is you finish your as you're training, you're making phone calls, right?
• 13:19
  Jose Juarez: And when you and then when you get off that call, you say, Let me ask you something.
• 13:22
  Jose Juarez: Why did you say that?
• 13:23
  Jose Juarez: What did the customer say?
• 13:25
  Jose Juarez: What was what was the deal?
• 13:26
  Jose Juarez: And then we have every, you know, well, I'll look at completed interviews on a daily basis.
• 13:30
  Jose Juarez: I scan through them.
• 13:32
  Jose Juarez: I'm I'm very involved in the business in that way.
• 13:34
  Jose Juarez: That you know, I'll go through and I'll look at hotlings, completed interviews, what information did you gather?
• 13:39
  Jose Juarez: And then, and then part of the training is you got a team member that that gathers all this information and then you bring them together and say, How'd you do that?
• 13:47
  Jose Juarez: Tell us how you did that.
• 13:48
  Jose Juarez: How how were you able to gather this information?
• 13:51
  Jose Juarez: How are you able to contact more people than you know that than over here?
• 13:56
  Jose Juarez: We want to we want to learn from you.
• 13:58
  Jose Juarez: And and that's and that's really you start off and the best person possible, depending on what the scenario is.
• 14:04
  Jose Juarez: And then you you you know, you basically inspect what you expect.
• 14:09
  Jose Juarez: So you're you're you know, you're you're you're training real live fire, I call it.
• 14:13
  Jose Juarez: Live fire.
• 14:13
  Jose Juarez: We do sales training, we call customers up.
• 14:16
  Jose Juarez: And we don't, you know, it's uh our training is like, okay, there's the telephone, here's the customer, here's the information, let's give them a call.
• 14:23
  Jose Juarez: And let's just see what happens because sales is liquid, I call it.
• 14:27
  Jose Juarez: You know, there's no scripted area.
• 14:29
  Jose Juarez: It moves around.
• 14:31
  Jose Juarez: And, you know, and and anytime you're getting into, you know, if we're talking about customer service, that's what we do.
• 14:36
  Jose Juarez: They they hire us to to basically be there there, gather information and improve their customer service.
• 14:44
  Jose Juarez: Where we're thanking them for coming into the store.
• 14:47
  Jose Juarez: We're asking them questions, and they're the first three questions are scripted.
• 14:51
  Jose Juarez: Everything else is free-flow.
• 14:52
  Jose Juarez: You know, I'll have dealers go, Can you give me your script?
• 14:55
  Jose Juarez: I'm like, well, everyone's different.
• 14:56
  Jose Juarez: My script is thank you for coming in.
• 14:59
  Jose Juarez: How professional was your salesperson?
• 15:01
  Jose Juarez: And did we have the product in stock?
• 15:03
  Jose Juarez: That's the script.
• 15:04
  Jose Juarez: Three questions.
• 15:05
  Jose Juarez: Well, how do you gather all this information?
• 15:07
  Jose Juarez: Because we truly care about the customer.
• 15:09
  Jose Juarez: So the you know, one of the things we do is is we'll sit there and they say, Well, I'm just looking.
• 15:14
  Jose Juarez: Everybody just everybody's just looking.
• 15:16
  Jose Juarez: That's that's how you that's how you get rid of uh 99% of the salespeople.
• 15:19
  Jose Juarez: Just looking.
• 15:20
  Jose Juarez: Well, just looking means you haven't earned the right to ask any questions, you know, and and you've got to connect within 45 seconds, you know.
• 15:28
  Jose Juarez: If you don't connect right away, so what when we hear just looking, we say, Oh, that's great.
• 15:34
  Jose Juarez: Is this is this your first motorcycle?
• 15:36
  Jose Juarez: Oh, well, most of the time it isn't.
• 15:38
  Jose Juarez: No, no, no.
• 15:39
  Jose Juarez: Uh, you know, I you know, what was your first bike?
• 15:43
  Jose Juarez: You know, oh my gosh, my first bike was this, and and I was eight years old.
• 15:47
  Jose Juarez: They always remember the first, and we start a conversation to really understand the customer.
• 15:52
  Jose Juarez: And by the end of that conversation, we know exactly why they didn't buy that day.
• 15:56
  Jose Juarez: We know exactly what they're looking for, you know, and we feed that information back.
• 16:01
  Jose Juarez: That same salesperson, the reason that we have survived 23 years with never doing a contract.
• 16:07
  Jose Juarez: My contract is I have to perform for you daily, weekly, and monthly.
• 16:12
  Jose Juarez: If I can't perform for you daily, weekly, and monthly, you have the right to fire me.
• 16:16
  Jose Juarez: Just give me a 30-day notice.
• 16:18
  Jose Juarez: I don't want to do a contract, I don't want to hold a piece of paper, I have to perform.
• 16:22
  Jose Juarez: I have to, I have to show you.
• 16:24
  Jose Juarez: Our team has to show you, and we have to be worth what you're paying us.
• 16:28
  Jose Juarez: And if we're not, you should not be held by a contract.
• 16:31
  Jose Juarez: You know, it's a handshake deal, and I've never been burned, you know, in all this time.
• 16:36
  Jose Juarez: Um, is it a fit for everybody?
• 16:39
  Jose Juarez: No.
• 16:39
  Jose Juarez: And there's been time, there's been times when I have called customers and said, this isn't working.
• 16:46
  Jose Juarez: Because we give you this information to try to help you change the culture, and you don't want to change it.
• 16:52
  Jose Juarez: And I'm all I'm doing right now is just taking your money on, you know, and and and it's just not working.
• 16:59
  Jose Juarez: Because I'd rather do that than for you to stick with me nine months or a year and then tell everybody, oh, they were terrible, they didn't help us.
• 17:07
  Jose Juarez: If I if I realize you're not teachable and we can't get there, it's okay.
• 17:12
  Jose Juarez: It's just not for you.
• 17:13
  Jose Juarez: You know, I mean, that's probably the that's a great way to look at it.
• 17:17
  Jose Juarez: Yeah.
• 17:19
  Jennifer Johnson: You know, it you're not, and that's honesty, right?
• 17:23
  Jennifer Johnson: That comes down to that.
• 17:24
  Jennifer Johnson: That's showing who you are as a person to your customers, and that just builds more trust.
• 17:31
  Jose Juarez: Yeah.
• 17:31
  Jose Juarez: And and the interesting thing about our company is I've never advertised ever.
• 17:35
  Jose Juarez: Um, I don't even prospect.
• 17:39
  Jose Juarez: I don't prospect.
• 17:41
  Jose Juarez: I uh a hundred percent is referral from day one, a hundred percent is referral business that we get, you know, and for different areas, different um, and and we've built that reputation to be able to say, yeah, this is where they're at.
• 17:56
  Jose Juarez: And and I, you know, we even get to a point where when I know the ability of our folks when we do promotions, I'll tell I'll tell the dealers, here's the deal.
• 18:05
  Jose Juarez: If you can't if it doesn't pay for itself, you don't owe me anything.
• 18:09
  Jose Juarez: And I'll bill you at the end of it.
• 18:11
  Jose Juarez: You know, um, so you know, it's it's basically what do you have to lose, you know, at that point.
• 18:19
  Jose Juarez: So and we've and that's just you know, when I looked at doing business, and one of the things I always hated was, you know, the fact that, you know, and I'll get people that'll come to me and I'll I'll have, you know, we've got new dealers that we get all the time and they'll they'll be somewhere else.
• 18:32
  Jose Juarez: But then I hear, yeah, I got to get rid of this contract.
• 18:34
  Jose Juarez: I'm trying to buy out of this contract, trying to do, you know, whatever.
• 18:37
  Jose Juarez: I mean, if you stop doing business with me, you're not ever gonna say, well, it was because of, you know, they didn't treat me right or they didn't do that.
• 18:44
  Jose Juarez: And that's that's kind of like that's that's that's been our reputation from the start, but that's where the culture really start kind of starts there.
• 18:53
  Jose Juarez: And then and I've had, look, we I've had folks that that just weren't gonna make it in this.
• 19:00
  Jose Juarez: So we try to find, all right, is there another place on the bus?
• 19:04
  Jose Juarez: You know, is there another seat on the bus that you could fit in with this company?
• 19:07
  Jose Juarez: Because you're it's not gonna be in in the customer service area, it's not gonna be in that area, and not everybody's is is made for it, you know.
• 19:15
  Jose Juarez: Um, and then it you know, and sometimes you just have to say, this isn't good for either of us.
• 19:20
  Jose Juarez: You're not having fun, you're not enjoying it, you know.
• 19:25
  Jennifer Johnson: So I go back to something you said, and it it basically sounds to me like you have really succeeded in the realm of having your your associates, employees, your team members create relationships with these people as they're talking to them.
• 19:46
  Jennifer Johnson: And that's what actually gets them to open up.
• 19:48
  Jennifer Johnson: Like you said, they care.
• 19:50
  Jennifer Johnson: And that's that that's hard to find, and that's why you've been so successful.
• 19:57
  Jose Juarez: Yeah, I it's it's probably so it it starts with you caring about the employee too.
• 20:03
  Jose Juarez: You know, it starts with with with um, you know, it's your birthday, and and I'm I'm gonna ask you, what do you what would you like me to?
• 20:12
  Jose Juarez: I I have a kitchen in our uh from the start, I I do I put a kitchen in our place, you know, because food to me is is like where you know you it just draws everybody together, right?
• 20:23
  Jose Juarez: You and I'll sit there and say, well, I'd like you know, I'm gonna make you whatever you want.
• 20:26
  Jose Juarez: Uh or I'll come in earlier and have breakfast ready for everybody.
• 20:30
  Jose Juarez: Or, you know, whatever the case is.
• 20:32
  Jose Juarez: People, people get fed here pretty well.
• 20:34
  Jose Juarez: So, you know, or you just come in and say, you know, gas prices have been going up like when they were or whatever, and just you know, come in and here's a $50 get uh gas card for everybody.
• 20:45
  Jose Juarez: Thanks for coming in.
• 20:46
  Jose Juarez: I really appreciate you.
• 20:47
  Jose Juarez: I know it's costing you more to come in, you know.
• 20:50
  Jose Juarez: Um, hey, uh, you know, here here, I know that you may not spend money going to the movies.
• 20:55
  Jose Juarez: I know you love the movies, so so I uh you know little birdie told me that.
• 20:58
  Jose Juarez: Here, here's here's a here's a gift card here.
• 21:00
  Jose Juarez: Here's that.
• 21:01
  Jose Juarez: It's it's these things that you know we're we're in this business, it's a huge turnover business.
• 21:07
  Jose Juarez: We haven't had that.
• 21:09
  Jennifer Johnson: I'm sure.
• 21:09
  Jose Juarez: You know, and and and we've had different situations throughout, you know, where I've had to learn, you know.
• 21:16
  Jose Juarez: I I came I came from when I started this thing from my motivation, you know, in the car business was was really money-driven motivation.
• 21:26
  Jose Juarez: Um, you know, there there was there was motivation on on title, money, hitting goals, wanting this, wanting that.
• 21:35
  Jose Juarez: And then I first came into this thing thinking, well, everybody's motivated by money.
• 21:39
  Jose Juarez: No, they're not.
• 21:41
  Jose Juarez: You know, there's some people that you know that that are not at all motivated.
• 21:45
  Jose Juarez: You gotta have enough money to make a living, but they're more motivated by you know, somebody going, hey, you know what?
• 21:52
  Jose Juarez: Um, when you go on vacation next time, what I want to do is is, you know, I I want to I want to buy a dinner for you.
• 21:59
  Jose Juarez: You know, so here's a gift card, because I know you're going here, I know you like to do this, or you know, here, here, hey, I found this thing here that you're really into, and I have a
• 22:57
  Jennifer Johnson: Mm-hmm.
• 23:20
  Jennifer Johnson: You know, I remember people remember bosses like that.
• 23:26
  Jennifer Johnson: I remember my one of my first bosses.
• 23:29
  Jennifer Johnson: He was the same way.
• 23:30
  Jennifer Johnson: And when I had kids, even after I didn't work there anymore, I brought my kids in and they were always like, I want to see Lloyd.
• 23:37
  Jennifer Johnson: Because he played this trick with the with the coin behind his ear.
• 23:40
  Jennifer Johnson: And it's how do you make people feel?
• 23:42
  Jennifer Johnson: It's the whole Micah Angelou quote, right?
• 23:45
  Jennifer Johnson: It all harkens back to that.
• 23:47
  Jennifer Johnson: They want to feel like you they matter to you.
• 23:51
  Jennifer Johnson: And that's really important.
• 23:53
  Jennifer Johnson: That's really wonderful.
• 23:57
  Jennifer Johnson: Uh, one of my last questions for you is we have a delay, I think.
• 24:05
  Jennifer Johnson: It does absolutely.
• 24:09
  Jennifer Johnson: It's it's I it's how I feel, and that's really, really important.
• 24:14
  Jennifer Johnson: Um what is your strategy for handling a difficult customer while still supporting your team member?
• 24:23
  Jennifer Johnson: Because I see this all the time.
• 24:25
  Jennifer Johnson: I see a customer coming up, and in fact, uh, I did this recently.
• 24:29
  Jennifer Johnson: A customer was saying less than kind words to an associate, and you know, we have to have their back.
• 24:35
  Jennifer Johnson: How do you handle something like that?
• 25:47
  Jennifer Johnson: Right.
• 26:03
  Jennifer Johnson: Can I use that?
• 26:04
  Jennifer Johnson: Can I borrow that?
• 26:06
  Jennifer Johnson: That is great.
• 26:14
  Jennifer Johnson: That is wonderful.
• 26:16
  Jennifer Johnson: As we start to wrap up, if business owners realize their customer service culture isn't where they want it to be, what's one first step that you would recommend they take?
• 26:30
  Jennifer Johnson: Always a story.
• 29:57
  Jennifer Johnson: Yeah, there's always a story, right?
• 30:01
  Jennifer Johnson: We are in the portion of our podcast where we're gonna do the final four.
• 30:06
  Jennifer Johnson: I love doing the final four with all of my guests, and it's four questions that I ask everybody that's on my podcast.
• 30:13
  Jennifer Johnson: So you ready?
• 30:14
  Jennifer Johnson: First question is what is your favorite book that you've read and what made it stick?
• 30:26
  Jennifer Johnson: Oh my goodness.
• 30:28
  Jennifer Johnson: I know what that is.
• 30:29
  Jennifer Johnson: Yes.
• 31:43
  Jennifer Johnson: It is, it was it was a very it was a long one, but it was good.
• 31:49
  Jennifer Johnson: Yeah.
• 31:51
  Jennifer Johnson: Do you have a favorite quote or piece of advice that you find yourself coming back to again and again?
• 33:08
  Jennifer Johnson: Great advice.
• 33:12
  Jennifer Johnson: I love it, that's great advice.
• 33:14
  Jennifer Johnson: What is oh yes, what is one habit or practice that's genuinely changed your life.
• 33:23
  Jennifer Johnson: Great advice, great advice.
• 34:42
  Jennifer Johnson: Last of the four questions.
• 34:44
  Jennifer Johnson: If you could have dinner with anyone, who would it be?
• 34:47
  Jennifer Johnson: How can they do so?
• 37:54
  Jennifer Johnson: Awesome.
• 37:55
  Jennifer Johnson: Thank you so much, Jose.
• 37:57
  Jennifer Johnson: Thank you so much, Jose.
• 38:01
  Jennifer Johnson: Thank you, and thank you to all of my guests.