Dec. 22, 2025

Sales Growth = Customer Service

Sales Growth = Customer Service
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Season 1

In today’s fiercely competitive world, Customer Service is key to growth and profits. Knowing how to retain customers, build a presence, market share, and improve sales performance. Customer Service is the assistance an organization offers to its customers before or after they buy or use products or services. Knowing your customers seem to be old fashion. What about the customer service phone line? Do you cringe, knowing you have to talk with an AI service, that ask you questions not the issue?

ASharpe Outlook is broadcast live Mondays at 8AM PT on K4HD Radio - Hollywood Talk Radio (www.k4hd.com) part of Talk 4 Radio (www.talk4radio.com) on the Talk 4 Media Network (www.talk4media.com). ASharpe Outlook TV Show is viewed on Talk 4 TV (www.talk4tv.com).

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This program is designed to provide general information with regards

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to the subject matters covered. This information is given with

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the understanding that neither the hosts, guests, sponsors or station

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are engaged in rendering any specific and personal medical, financial, legal, counseling,

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professional service, or any advice. You should seek the services

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of competent professionals before applying or trying any suggested ideas.

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Hello, and thank you for tuning in to A Sharp

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Outlook on p for HD radio and talk or TV.

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I am Angela Sharp, your host our arm chair discussions

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with industry experts will give you the steps, tools and

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information to be successful in business and to prepare you

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to be your best self.

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Hello, I'm Angela Sharp, and thank you for joining A

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Sharp Outlook. And today we want to talk about sales growth.

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And you know what sales growth is connected to good

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winning customer service. So let's talk about customer service today

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and today's fiercely a competitive world. Customer service is key

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to growth and profits, knowing how to retain customers, build

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a presence and market share, and improve worker performance. Customer

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service is the assistance of an organization's offers to its

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customers before or after they buy or use products or services.

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The thing is is having good customer service. When was

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the last time a sales representative offered a recommendation to you?

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And what about the customer service phone line? Do you cringe?

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I do, knowing you have to talk with an AI

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bought answering service that ask you questions not related to

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your issue, and then it refuses to transfer your call

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to a live person unless you go through all of

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these questions and all of these issues. And you actually

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have to go through these things because this AI is

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only trained for three different issues, but yours is outside

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of that problem. Hey, guys, how about you fix that.

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My guest is an expert in the area of customer

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service and he will tell us all how to empower employees,

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increase productivity, and successfully improve customer satisfaction. Service Quality Institute

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SQI is a training program to teach the entire workforce

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the act the art of superior customer service. And in

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these times we really do need superior customer service. How

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do we lead a customer driven work Well? John is

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here to give us the secrets a real customer satisfaction

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that activates return customers that give out referrals to friends,

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and acquaintances. Sometimes there needs to be an attitude adjustment

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to be the best in customer service, and John will

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explain what this is and how to get a winning

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customer service team. My guest today is John Shol, internaturally

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recognized customer service speaker. John is the founder of the

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Service Quality Institute. SQI offers various programs to train you

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how to close more deals and build customer relationships. Provide

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training videos to teach the entire workforce the art of

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superior customer service. SQI offers programs for managers so they

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can learn how to lead a customer driven workforce. S

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QI offers programs for employees to help them understand the

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behaviors and attitudes needed to be successful in leading cutting

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edge service skills and build employee morale and develop teamwork.

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John has written eight books to teach the tricks of

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the trade and help develop you in customer service, representative

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and repeat customer referrals. And that's exactly what we need.

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The best customers are the ones that have been told

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by their friends, Hey, you in a shop there. John

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will to help you learn how to cut costs, eliminate waste,

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increase productivity, improve quality, and customer satisfaction and boost morale.

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There are certifications and diplomas in his customer service program

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and I recommend it highly. I would like to invite

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John to join us today.

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Hi, Angela, great to be with you.

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Yeah, it's good to see you again. I tell you,

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in these times right now, we definitely need your expertise

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to help these businesses.

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Customers get worse every day.

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Every day. Like I said, they have those AI bots

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and oh, I just I'm pulling my hair out while

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I'm on the phone because it only knows three questions

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and if you're issues not within those three questions, you're

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just screaming and screaming, Agent, Agent, Agent, and it's like no,

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I can help you, No you can't. And this goes

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on and on, and it's I mean, major companies, major

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companies are still using this as a means to what

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bring about customer satisfaction. I don't think so. So we

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want to know more about what we do for customer service.

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AEL. About twenty or thirty years ago, the US firm

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started outsourcing their call centers to India, right, And I

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thought that companies that did that were on a suicide watch. Well,

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today companies are using AI large companies to avoid talking

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to their customers, and I think they're also on another

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suicide watch. So I've always worked at a really simple concept.

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It was nineteen sevente now where most of our viewers

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were probably born. I saw companies spending a fortunate a

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marketing trying to bring people to their place of business,

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and as the customer walked through the door, we would

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issue be hit the customer on the head as hard

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as we could. We're doing the same thing today. And

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my concept was that if you treat the customer like

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a king or queen, like royalty, they'll come back, they'll

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give you a lot of money, and they'll bring their friends.

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That's the concept that I built my business on, and

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I released Feelings, which was the world's first customer service

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training program, in January of nineteen eighty. Companies that used

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our programs had drew make increases in sales, not small increases,

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dramatic increases. You know. We took tien dollar companies and

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had twenty percent increases in sales. And it's so whether

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you're a company with three employees or thirty employees or

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three thousand employees, the easiest way to increase sales is

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to trip every customer, whether they be online, on the phone,

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in person, treat them like royalty. Now here's the probably face, angeloid.

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All the employees that we hire, one hundred percent have

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virtually never been trained on customer service. There's no high

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school that teaches anybody anything on customer service. There's no college,

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there's no vocational school. Okay, So all these employees you have,

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we expect them to be good at customer service. And

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our method of training is we say, Angela, I just

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need you to be really good at customer service. You

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know what I mean, don't you?

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Yes?

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And that's how we train our staff. And the result

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is the employees have never seen great service. When most

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employees experience hell every day and the less money you make,

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the worst customer service is. So if you're the CEO

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and you're making a million dollars a year, and I'm

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sure we don't have any of them listening right now,

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they don't do anything. They have staff that handles everything

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for them. Everything is greased all the way through, so

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they don't really know how bad it is. And so

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the difficulty is that our total workforce has never been

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trained on how to deliver great customer service. And the

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easiest way to increase sales, and I'm talking about dramatic

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increases in sales is to teach your staff and the

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art of customer servers. Now, if you wanted to be

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go to engineering school because you wanted to be an engineer,

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would you go to college and take one class and

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become an engineer. If you wanted to be a nurse,

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would you go to nursing school and take one class?

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And now I'm a nurse. Okay, so there's a curriculum. Well,

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we have a curriculum too where you can keep building

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and developing these skills. So instead of just taking one

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little course on customer service, you know, I would encourage

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you to take a whole variety of courses and who

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my record nation is that you should take a new

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course on customer service every four months at the minimum.

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And the other thing. If you want to make more

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money and you want to ask me, I suggest you

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read one book a month on success, customer service, management, leadership,

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sales one month, one book a month for the rest

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of your life. Yes, Now, I believe if you do that,

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you will increase your income more than one thousand dollars

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a year, so the return is very high. Since I

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was probably twenty one or twenty two years old, I

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have personally invested at least one thousand dollars a year

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in personal a moment m hm. College used to be

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the ticket that guy you in the door. Today, I

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think most of what you learn in college is kind

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of irrelevant. And you know they're never going to teach

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anything on customers service. So if you want to increase

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your income, the only thing that prevents you from doing

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that as your mind.

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Mm hm mm hmm. Well, I was reading an article

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I believe.

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You need to remove. So most of us Angela have

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a ceiling of cement about seven feet thick over our heads,

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and they prevent us from dreaming. They prevent us what

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we're capable of doing. So what we need to do

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is remove that ceiling. Okay, and so everybody can afford

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to spend twenty five dollars a month. I'm buying a

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book now. Personally, I like to cover all the key ideas.

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I date the book that I read it. I grade

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the book from an A plus to a C or

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A D. I dump all the C and D books

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and the F books and I'll leave them laying around

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other so somebody else can pick them up. But I

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don't don't want to in my library. So it's easy

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for people to achieve more, to accomplish more if they

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build themselves from within. And our mind is the most

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important asset we have. Elon Musk thinks differently than all

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of us, right, he is like in the in the atmosphere.

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I mean he is ingenious. Okay, he puts his pants

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on one leg at a time, m hm, just like

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all of us. Okay, he just thinks differently. M And

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So if we want to increase sales, it could be

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that we're a one person operation and we just want

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to increase our income. So if you put me into

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any job, I'll bet you that I would within three

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months be the highest paid person.

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Mm hmm.

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So if you made me a belman at all, you've

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made me a reservation agent, you made me a waiter

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or a waitress. You know we're driver, I'll bet you

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that within three months the top earners and and I

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would be making double or everybody else is making. So

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it's not that i'm by the way, I shouldn't maybe

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tell you listeners this, But when I went to college.

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You know, when I graduated in nineteen sixty nine, I

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had the lowest grade point average of anybody in my class.

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I just make more money than anybody I graduated with. See,

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it's it's what you do with your mind. I've always

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been since I was like twenty one or two years old,

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been focusing on personal development, building myself, right, And that's

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what I would like your view what to do. When

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I first started, I got into percent raise after six months,

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and I decided I was going to quit one week

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after they gave me the raise and go into business

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for myself, and they gave me a twenty percent Quite

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a week later they were fury. And then I went

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into business myself, selling personal development programs, and my gross

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income for the first six months was six hundred and

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fifty dollars. Now this is nineteen seventy, nineteen seventy one,

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and you know I was my previous JAB paid one

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thousand dollars a month, which if you went back, what

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is that fifty some years ago, that's a lot of

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fairly good money. Then you go to one hundred dollars

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a month as a hell of a drop. So I

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was starving to death you know, I was failing, and

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so I read every book I could find on sales

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because I needed to learn how to sell. I didn't

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know how to sell. Right, I found out I knew

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more about sales than anybody else afterwards, and I started

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teaching sales. Yeah, but what I did is, I said,

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you're eating, They're going to go work for somebody where

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you're going to change and start making some money. And

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then the fear of going to work for somebody scared

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the hell out of me. And then I started to produce,

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and then, you know, a couple of years later, I

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was among the top producers in the world. First Past

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Motivation Institute, and Paul Meyer was my mentor, and I

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was the only there were only two people who said

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that I asked him how to make money because he

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was extremely financially successful and I wanted to be a millionaire.

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And at age twenty one, twenty worth was two and

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seventy dollars and my would be a millionaire by age thirty,

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which I did, And Paul taught me to make money,

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and I listened to him and then I implemented what

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he told me. One of the things all of us

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should do to find some successful people that can teach

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us additional things that we can do, and then advice

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and secondly give them feedback on how your progress is

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going well. I've had a lot of people ask me

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for advice, maybe not a lot of people, a few

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people I never get back to you and then never

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uplement what you told them to do.

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Right.

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So I find that that it comes to money and

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people don't seem to need more money. I don't know why.

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I don't think if they don't need more money, I

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think they don't want to put the energy in to

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make more money. And it might require, like you said,

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reading some reading on the topic, reading on you know,

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how to be a good customer service representative, you know,

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learning about how you know customers think, what their behaviors are,

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what their attitudes are, and knowing how to approach them.

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I mean, you know, it takes a little reading. It

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takes some time to develop yourself. And like you said,

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instead of maybe working for less, working for someone else,

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venturing out and starting your own venture, starting your own business,

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that's going to require that you build your own confidence, capabilities,

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knowledge base, all of these things to be able to

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branch out to do all of these wonderful things, you know.

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I think about Besos and he and his wife were

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just in their garage and came up with this idea

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of delivering packages to customers. And it turned out to

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be one of the richest men in the world just

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from starting in the garage delivering some packages. And now

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he had to learn how to become more efficient and

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more efficient and more efficient, and then how to market

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to those people, how to sell to these to the customers,

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and how to have great customer service to you know,

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fix some of the problemroblems that may occur in business.

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And that just takes. It takes. You have to learn

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how to do that. It's just not going to come

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through osmosis. It is something that you have to learn.

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You have to go through that. You were talking about

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an article I read Amazon about Costco.

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Amazon and Costco are two of the most customer driven

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companies in the world. And I think the reason most

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companies don't focus on customer services they don't know the

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financial game. Right. If you were to track Amazon, they

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started in nineteen ninety five. Their profit this last year

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was sixty billion dollars. They had a sales increase this

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last year of sixty billion dollars. Okay, Amazon is better

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at customer service than any company in the boot. My

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daughter wanted to order something on Amazon and she couldn't

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get into Prime. She lives in Malaysia and she uses

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my my account and uh and by the way, here's

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my handle. I'm out in Estes Park, Colorado, and say

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hi Hi. And she's four years old her me and

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you're me and my daughter naw who's pregnant. Mm hmm.

284
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So I Wednesday say hi to Angela.

285
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Hello.

286
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Okay. So she's better at me customer service in me.

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She's my number one grand daughter.

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Yeah.

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So if you look at Costco I invested, this is

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this is what happens when you really focus on customer service.

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I invested one thousand hours each in nine firms and

292
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made two thousand uh three. Okay, and the you want

293
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to be with me and that hours at Amazon is

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now worth about one hundred and twenty four thousand dollars,

295
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and the thousand hours at Costco is worth about thousand

296
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dollars now. I also invested one thousand hours, which at

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that time was on a rocket ship going to the moon.

298
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But in two thousand and seventeen they didn't understand service

299
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recovery and that style is worth about three hundred and

300
00:21:51.839 --> 00:21:56.240
fifty dollars. What I what I found is that not

301
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all companies maintained their folk US on customer service. Sometimes

302
00:22:02.400 --> 00:22:04.000
they did it for a couple of years and then

303
00:22:04.000 --> 00:22:07.000
they would lose sight of it. Sometimes they would focus

304
00:22:07.039 --> 00:22:10.440
on it for a longer period of time. The companies

305
00:22:10.480 --> 00:22:15.720
that are absolutely relentless, it's Amazon and Costco. Home Depot

306
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is very good. Home Deeopo had a CEO problem.

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This is.

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00:22:21.599 --> 00:22:23.759
I'll be going back about twenty years ago and they

309
00:22:23.799 --> 00:22:28.240
find but they were able to recover it. But most

310
00:22:28.599 --> 00:22:32.680
firms just it's kind of a cool thing to do

311
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for a couple of years and just too much work.

312
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You know, here's the problem. You got a lot of

313
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employee un employee turnover. So the attitude is who cares?

314
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You know, I live in Seattle and there's a hundred

315
00:22:45.240 --> 00:22:47.400
million people living in Seattle. So if I lose a

316
00:22:47.400 --> 00:22:50.200
million people among who cares? I still got a hundred

317
00:22:50.240 --> 00:22:53.160
million people. Well, maybe in Seattle there isn't a hundred

318
00:22:53.200 --> 00:22:56.359
million people. Maybe there's only you know, two three million

319
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people living in the Seattle Greater area. We need to

320
00:23:01.920 --> 00:23:05.319
take every customer we got, we have to treat him

321
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like a king and a queen. Now, if you've got

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six people, or sixty people, or six hundred people, you

323
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have to train the total workforce on customer service. As

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I said earlier, there's no education anywhere in the world

325
00:23:21.000 --> 00:23:25.079
that's going to teach them customer service. It's totally your responsibility.

326
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Our programs, by the way, Angela, are not very expensive,

327
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So you know, to train these people, maybe six people

328
00:23:33.559 --> 00:23:37.079
or sixty people, it is not very expensive, but you

329
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have to invest in those people to change. There's four

330
00:23:41.920 --> 00:23:45.880
things that we do with ctitudes and behavior of the workforce.

331
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Right now, their attitude is that customer is a pain

332
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in the butt. He screwed up my time. I had

333
00:23:51.599 --> 00:23:54.440
a hot day tonight and I wanted to o'clock. The

334
00:23:54.480 --> 00:23:57.200
guy came in at five minutes to six. You know,

335
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I need to get him out of the door fast.

336
00:24:00.680 --> 00:24:02.680
The second thing we need to do is teach the

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00:24:02.720 --> 00:24:06.880
skills of customer service. It's an art, whether it be speed,

338
00:24:07.319 --> 00:24:11.960
forman service, recovery. There's a whole lot of different skills.

339
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It's not complicated, but we have to have flawless execution.

340
00:24:18.880 --> 00:24:23.119
A customer can tell in two to three seconds whether

341
00:24:23.119 --> 00:24:25.759
you care or don't care. Right, they can look at

342
00:24:25.759 --> 00:24:30.759
your face, they can hear your tone voice. You know,

343
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it's just amazing. I live in Minnesota, and in Minnesota

344
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we call it Minnesota Knight. Everybody smiles, everybody. And I

345
00:24:41.519 --> 00:24:48.319
was an Azerbaijan and the country of Georgia and nobody smiled.

346
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Because I've been thinking about what's my new program great

347
00:24:52.599 --> 00:24:55.079
and I couldn't come up with something, and all of

348
00:24:55.119 --> 00:24:57.640
a sudden they clicked on me. Nobody smiles. I would

349
00:24:57.640 --> 00:25:00.000
go into stores and I'd see twenty people and nobody

350
00:25:00.039 --> 00:25:02.519
whatever look at you. Nobody would ever smile at you.

351
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And I don't know if you know in other parts

352
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of the United States. I know in the South the

353
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people are very hospital h but the first time in

354
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customer service, so if I walk into any place of

355
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business and I make eye contact for six people, I

356
00:25:22.200 --> 00:25:26.319
expect six people to smile. Yeah, Sky contact doesn't cost

357
00:25:26.359 --> 00:25:29.119
you any money at all. I have a program, It's

358
00:25:29.119 --> 00:25:33.000
the one session program teach you how to how to smile.

359
00:25:33.599 --> 00:25:38.279
So there's a lot of different skills in customer service. UH.

360
00:25:38.920 --> 00:25:41.000
People can go to my website, by the way, which

361
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is www dot customer dash don't forget the dash service

362
00:25:47.440 --> 00:25:50.240
dot com. Customer dash Service dot com where you can

363
00:25:50.319 --> 00:25:53.279
go to Service Quality Institute dot com and get into

364
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the same website. Take a look at some of our

365
00:25:56.759 --> 00:26:06.240
program But I think that every single business could significantly

366
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increase sales if they dramatically improve their customers. By the way,

367
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that some of the worst defenders of customer service or

368
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a small business cool. So you would think that a

369
00:26:22.519 --> 00:26:29.839
pre company or person and company would be better customers,

370
00:26:29.920 --> 00:26:35.200
and they tend to be worse. And if you go

371
00:26:35.279 --> 00:26:39.400
back to Jeff Bezos, he started with two people and

372
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now they have you know, a million, six hundred and

373
00:26:41.480 --> 00:26:51.279
fifty thousand, right, but he understood customer service. My granddaughter

374
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got me out track. But yesterday in Malaysia, my daughter

375
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had the problem. So she called Amazon. And when you

376
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call Amazon, they live people that take the call. Do

377
00:27:02.599 --> 00:27:06.000
you go through a couple of security protocols people, and

378
00:27:06.240 --> 00:27:08.640
everybody at Amazon is empowered.

379
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Mm hmmm.

380
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I have never ever in my life had anybody at

381
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Amazon tell me no. Never. The first thing we teach

382
00:27:16.279 --> 00:27:17.039
you poise is no.

383
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Mm hmm.

384
00:27:18.720 --> 00:27:22.200
Well that's the worst thing for customer service to learn.

385
00:27:22.240 --> 00:27:26.200
How to say yes, and they solved everything. They've refunded,

386
00:27:26.559 --> 00:27:29.880
funded the shipping charge they were charging. They get they're

387
00:27:29.920 --> 00:27:34.319
getting the gift out before Christmas. They just like that, okay.

388
00:27:35.880 --> 00:27:39.599
And these are people that hire world. But they have

389
00:27:39.759 --> 00:27:45.839
created a culture, yes, of superior customer service. Everybody is empowered.

390
00:27:46.480 --> 00:27:48.640
They've managed service recovery.

391
00:27:50.079 --> 00:27:50.559
Mm hmmm.

392
00:27:50.839 --> 00:27:56.559
So if if they struggle, they will take care of you. Yeah, instantly,

393
00:27:56.640 --> 00:28:03.319
not a year later, not a month later. And so

394
00:28:04.759 --> 00:28:07.720
you know, a sixty billion dollar increase in sale increase.

395
00:28:08.599 --> 00:28:10.279
You know, they have about five hundred and eighty five

396
00:28:10.319 --> 00:28:16.680
billion dollars in revenue this last year. But why not

397
00:28:16.799 --> 00:28:20.519
all of us become an Amazon? Why not copy the

398
00:28:20.559 --> 00:28:25.839
principal service leaders. If you and one of the skills

399
00:28:25.880 --> 00:28:28.240
that I teach is speak, you've got to shrink the

400
00:28:28.279 --> 00:28:33.480
time by ninety percent. So when you're in Costco and

401
00:28:33.519 --> 00:28:36.319
there's three people ahead of you in the checkout counter,

402
00:28:36.880 --> 00:28:39.599
because they could have ten checkout counters and they're all

403
00:28:39.640 --> 00:28:43.400
loaded with people, it only takes a few minutes to

404
00:28:43.480 --> 00:28:46.759
get through the checkout counter because they have two people

405
00:28:48.480 --> 00:28:52.519
at every counter, right, they have one person that puts

406
00:28:52.680 --> 00:28:56.319
stuff on the on the counter, the other person's checking

407
00:28:56.319 --> 00:29:01.119
it through and it's really really really fast. Okay, they

408
00:29:01.279 --> 00:29:06.359
understand speed. If you buy anything at Costco, you can

409
00:29:06.640 --> 00:29:07.000
turn it.

410
00:29:07.599 --> 00:29:07.960
Mm hmm.

411
00:29:09.119 --> 00:29:14.359
I'm not wearing a spider sweater, and in the past

412
00:29:14.359 --> 00:29:17.119
they've sold a bunch of spider sweaters. Well. The interesting

413
00:29:17.799 --> 00:29:22.039
the thing with Costco is you could take this sweater

414
00:29:22.119 --> 00:29:25.240
one that I bought from Costco and three years ago

415
00:29:25.279 --> 00:29:26.920
I could take it back and get my money back.

416
00:29:27.400 --> 00:29:27.799
Mm hmm.

417
00:29:28.200 --> 00:29:31.640
Now I've got to give him the sweater have an

418
00:29:31.640 --> 00:29:38.559
absolute money back guarantee. So the ideal thing if you're

419
00:29:38.599 --> 00:29:43.119
going to if you need anything, buy it from Costco

420
00:29:43.160 --> 00:29:47.319
because there's really a lifetime warranting. Right now, they accept

421
00:29:47.359 --> 00:29:49.960
it as computers, so you can't take a computer and

422
00:29:50.039 --> 00:29:52.559
four years later bring it back into a new computer.

423
00:29:53.000 --> 00:29:55.079
They go. I think they have like six months or

424
00:29:55.119 --> 00:30:00.559
so on a computer. Yeah, most company, you would think

425
00:30:00.599 --> 00:30:02.759
they're going to get ripped out by the customer.

426
00:30:03.400 --> 00:30:03.559
Mm.

427
00:30:04.640 --> 00:30:11.519
But I spend probably three four hundred dollars a month

428
00:30:11.680 --> 00:30:15.160
at Cascom. I buy my gas of whenever I can

429
00:30:15.240 --> 00:30:17.519
at Casco because I can say ninety cents a gallon.

430
00:30:21.160 --> 00:30:26.480
So there's nine principles that I teach that I think

431
00:30:26.480 --> 00:30:28.839
are critical if you're going to drive a service culture.

432
00:30:29.319 --> 00:30:32.039
Number one is you've got to understand this is strategy.

433
00:30:32.400 --> 00:30:35.440
Wherever you are located, how badly do you want to

434
00:30:35.440 --> 00:30:37.359
own the market, How badly do you want to crush

435
00:30:37.400 --> 00:30:40.799
your This is strategy a tool that you can go

436
00:30:40.880 --> 00:30:44.640
underneath the radar and nobody's going to see you and

437
00:30:44.680 --> 00:30:48.240
you can grab all the Number two, you've got to

438
00:30:48.240 --> 00:30:51.599
reduce the friction. You're going to make it really easy

439
00:30:51.640 --> 00:30:55.680
for people to buy. It could be the hours you're open,

440
00:30:56.279 --> 00:31:00.279
it could be just tons of different things. Most these

441
00:31:00.319 --> 00:31:04.960
Angela I have a lot of stupid policies and stupid

442
00:31:05.039 --> 00:31:11.599
procedures and crazy stuff that makes it very difficult to buy.

443
00:31:13.480 --> 00:31:17.079
Amazon makes need to buy. Jeff Bezos said, if you

444
00:31:17.119 --> 00:31:22.599
want more of something, reduce the friction, think of afre something.

445
00:31:23.079 --> 00:31:26.359
Reduce the friction. We a lot of companies have a

446
00:31:26.359 --> 00:31:29.960
lot of friction because they don't trust the customer. The

447
00:31:30.039 --> 00:31:33.480
third thing you got to have is empowerable. You want

448
00:31:33.480 --> 00:31:35.720
to make sure, whether you got ten employees or forty

449
00:31:35.759 --> 00:31:39.680
employees four hundred, that everybody's empowered to make a decision

450
00:31:39.720 --> 00:31:44.720
on the spot of the customer. Yesterday, my son took

451
00:31:44.720 --> 00:31:48.240
me out for dinner and Fort Collins, Colorado, and they

452
00:31:48.240 --> 00:31:51.799
have this fa favorite restaurant called Rio, which is Mexican food,

453
00:31:52.279 --> 00:31:56.519
and I drink water like water, and so they had

454
00:31:56.519 --> 00:31:58.319
a small com for water and I said, can you

455
00:31:58.359 --> 00:32:02.000
give me a bigger glass? And the guy was just

456
00:32:02.160 --> 00:32:04.960
really hesitant. I said, can't you make it empowered decision?

457
00:32:05.559 --> 00:32:08.519
And he says, no, we follow the rules and policies here.

458
00:32:08.960 --> 00:32:11.440
And I finally convinced him to get me a bigger

459
00:32:12.039 --> 00:32:14.839
glass and he said, I need you to not get

460
00:32:14.960 --> 00:32:17.119
some other type of drink and that is just only

461
00:32:17.160 --> 00:32:19.160
going to be water, because you could go to these

462
00:32:19.160 --> 00:32:21.119
fountains and you can get in any kind of drink

463
00:32:21.160 --> 00:32:27.519
you want, and the cost of a cup might have

464
00:32:27.599 --> 00:32:32.519
been an extra two cents or something like that. Now

465
00:32:32.519 --> 00:32:35.599
he finally gave me the bigger cup. But most people

466
00:32:35.599 --> 00:32:40.440
would have just accepted the note. These are real simple

467
00:32:40.440 --> 00:32:43.920
little skill so empowerment critical. And then you're got to

468
00:32:43.960 --> 00:32:48.200
have speed. Today people want things they don't want to

469
00:32:48.200 --> 00:32:51.799
go slow, and most companies have a lot of crazy

470
00:32:51.880 --> 00:32:56.599
policies stupid rules that just slow everything down. The mindset

471
00:32:56.720 --> 00:33:00.440
of all employees in the world. Oh the slow Okay,

472
00:33:00.440 --> 00:33:02.319
where you are in the world, the MiNet of all

473
00:33:02.359 --> 00:33:05.160
employees is slow. So they know that if they got

474
00:33:05.200 --> 00:33:07.559
fourteen days, they wait until the fourteenth day, and then

475
00:33:07.559 --> 00:33:09.039
they said, I didn't know it was going to rain.

476
00:33:09.799 --> 00:33:13.440
I didn't know it was going to snow. And so

477
00:33:13.559 --> 00:33:15.799
speed is is how do you shreak the time by

478
00:33:15.880 --> 00:33:18.440
ninety percent? So if I normally took fourteen days, how

479
00:33:18.440 --> 00:33:21.880
do I get it done in one day? That's speed. Amazon,

480
00:33:21.960 --> 00:33:25.440
by the way, can deliver a million products in one

481
00:33:25.519 --> 00:33:29.400
day the same day. That's called speed. People love speed.

482
00:33:30.319 --> 00:33:35.200
I think Amazon invented You. Fortunately live in Seattle, you're

483
00:33:35.200 --> 00:33:41.039
in the hands of Costco and Amazon. You should. I mean,

484
00:33:41.079 --> 00:33:44.000
everybody living in Costco is seeing two of the most

485
00:33:44.200 --> 00:33:47.720
passful companies in the world right out of your neck

486
00:33:47.759 --> 00:33:50.440
of the woods. The other scale that we do is

487
00:33:50.480 --> 00:33:54.279
we have to trade the whole workforce. You can't just

488
00:33:54.359 --> 00:33:56.400
have a little email that you send out. This is

489
00:33:56.759 --> 00:33:59.640
we're going to build our company around customer service. Just

490
00:33:59.680 --> 00:34:02.319
take or the customer. You have to teach them the skills,

491
00:34:03.279 --> 00:34:06.119
and you can't take let's say a twenty four year old,

492
00:34:06.440 --> 00:34:08.719
dip them in a magic program that's going to last

493
00:34:08.760 --> 00:34:12.960
maybe three sessions two our age and expect them to

494
00:34:13.039 --> 00:34:16.559
change their whole life and become perfect. Just not going

495
00:34:16.639 --> 00:34:20.199
to happen. What you've got to have is something new, fresh, constant,

496
00:34:21.480 --> 00:34:24.000
just moving it to a faster pace. Okay, if you

497
00:34:24.079 --> 00:34:26.480
have the best employees in the market, you'll own the market.

498
00:34:27.039 --> 00:34:27.239
Right.

499
00:34:27.920 --> 00:34:31.920
So our goal is to encourage companies to build high performing,

500
00:34:32.280 --> 00:34:34.960
customer driven employees. And then the next skill that you

501
00:34:35.079 --> 00:34:39.159
got to teach is service recovery. When you screw up

502
00:34:40.400 --> 00:34:44.039
the customer home all screw up. Every one of us

503
00:34:44.159 --> 00:34:47.760
make sink sometime during the day, for sure during the week. Okay,

504
00:34:49.360 --> 00:34:52.280
you have a choice, you can say times a customer

505
00:34:52.559 --> 00:34:56.039
because I live in Seattle and there's a million people

506
00:34:56.079 --> 00:34:59.159
that are coming in every day. Now, we have to

507
00:34:59.199 --> 00:35:01.960
focus on keep in the customer, right, So when you

508
00:35:02.000 --> 00:35:04.079
screw up, there's fourth skills that you've got to learn,

509
00:35:04.119 --> 00:35:07.239
act quickly. All this has to happen is sixty seconds.

510
00:35:07.320 --> 00:35:11.840
Number two, you've got to take responsibility. And in the US,

511
00:35:11.920 --> 00:35:15.960
most people lying, they just put the name on somebody else,

512
00:35:16.079 --> 00:35:20.320
or they just blow smoke up the person's uh you

513
00:35:20.360 --> 00:35:24.320
know that they lie, And then some one got to

514
00:35:24.320 --> 00:35:26.480
do is take responsibility. Just say hey, we screwed up.

515
00:35:27.519 --> 00:35:30.159
Everybody knows that you screwed up. Why not just say it? Okay,

516
00:35:30.679 --> 00:35:32.440
we don't want to lose face. And the third thing

517
00:35:32.480 --> 00:35:34.519
is you got to be in power. Means if you've

518
00:35:34.519 --> 00:35:36.920
got twenty five employees, all twenty five have to make

519
00:35:36.920 --> 00:35:40.719
a fast, empowered decision. And then the fourth thing is

520
00:35:40.760 --> 00:35:44.679
you got to compensate. Give them something of value where

521
00:35:44.719 --> 00:35:48.880
they say, whoa, this is really cool. So that restaurant,

522
00:35:49.239 --> 00:35:54.519
you know, wasn't really a scruple, it's just simple empowerment thing.

523
00:35:54.599 --> 00:35:55.960
But they could say, hey, why do you take a

524
00:35:55.960 --> 00:36:01.679
complimentary drink? I mean, I mean, what's the cost? Ten cents?

525
00:36:02.320 --> 00:36:03.320
Fifteen cents?

526
00:36:03.840 --> 00:36:04.199
Okay?

527
00:36:04.400 --> 00:36:08.760
So all of us what is we all have products

528
00:36:08.800 --> 00:36:13.719
and services that have high value, low cost. And Jacob

529
00:36:13.719 --> 00:36:18.239
and my staff who's shipping, you know, he's empowered or

530
00:36:18.280 --> 00:36:21.920
to do whatever he needs to do. If we screw up, okay,

531
00:36:22.239 --> 00:36:26.320
and he'll give away freestyle, it's not a problem, no

532
00:36:26.320 --> 00:36:30.280
big deal. And then the next scale that we want

533
00:36:30.360 --> 00:36:35.760
to do is reduce costs. The problem is that many

534
00:36:35.920 --> 00:36:39.639
organizations we have too many employees, we have too many

535
00:36:39.719 --> 00:36:43.079
underperforming employees, we have too many stupid policies and rules

536
00:36:43.079 --> 00:36:47.559
and procedures. We have to reduce costs dramatically. Price is

537
00:36:47.639 --> 00:36:52.320
very important. How are you going to market your product

538
00:36:52.639 --> 00:36:56.280
to keep your costs lower than any bass Amazon and

539
00:36:56.320 --> 00:37:00.440
Costco understand price. Nobody goes to Amazon and it says

540
00:37:00.480 --> 00:37:03.239
I'm willing to pay as much as I can for

541
00:37:03.280 --> 00:37:07.199
a computer or or whatever it is, a watch, whatever

542
00:37:07.199 --> 00:37:09.239
it is, or a book. You know they want a

543
00:37:09.280 --> 00:37:14.360
good price. They want the same for Costco and price

544
00:37:14.440 --> 00:37:17.239
is very very important. And then the last item is

545
00:37:17.280 --> 00:37:19.679
we need to measure what we're doing now. The prime

546
00:37:19.719 --> 00:37:24.599
in the the United States is that companies spend all

547
00:37:24.639 --> 00:37:29.280
their money doing surveys HR. People really love surveys. We

548
00:37:29.320 --> 00:37:32.000
love the survey a person every time they enter our store,

549
00:37:32.480 --> 00:37:37.360
every time they do any kind of an interaction. The

550
00:37:37.480 --> 00:37:41.320
prime is the company doesn't do anything with the survey results.

551
00:37:43.199 --> 00:37:47.639
So you know, you're just wasting your time completing the survey.

552
00:37:48.079 --> 00:37:51.840
But everybody does a survey because it's cool. Everybody else

553
00:37:51.840 --> 00:37:53.320
does it, so we might as well do it too.

554
00:37:53.639 --> 00:37:55.719
The only thing is that nobody does anything with the

555
00:37:55.760 --> 00:37:57.840
survey results and nothing changes.

556
00:37:58.559 --> 00:37:58.920
Wow.

557
00:38:01.320 --> 00:38:04.760
So those are the steps that we think are critical.

558
00:38:05.039 --> 00:38:07.719
Well one last one that I forgot to mention, Angela

559
00:38:08.199 --> 00:38:10.800
is we have to use the customer's name. We have

560
00:38:10.880 --> 00:38:13.599
to remember the customer when they pay by credit card.

561
00:38:13.719 --> 00:38:15.960
So I got to a credit card and it says

562
00:38:16.039 --> 00:38:18.719
John Show. So you can say, thank you, mister Scho

563
00:38:19.159 --> 00:38:23.320
for buying today, John, thank you for comingy. I appreciate it.

564
00:38:23.719 --> 00:38:30.400
M eighty percent our customers are repeat customers. Yes, So

565
00:38:30.440 --> 00:38:35.000
when you go to your coffee shop, when you go

566
00:38:35.039 --> 00:38:37.400
to your local restaurant, when you go to your bank,

567
00:38:38.000 --> 00:38:41.559
does everybody know your name? Does everybody use your name?

568
00:38:42.880 --> 00:38:45.800
When I go to my bank, I bank at Premier Bank,

569
00:38:45.880 --> 00:38:50.519
and so everybody knows where everybody's Hi John, Hello John,

570
00:38:52.480 --> 00:38:55.000
And I know everybody in the bank and I call

571
00:38:55.039 --> 00:38:59.000
them by their name. Right. You know, it doesn't cost

572
00:38:59.199 --> 00:39:02.679
any money to remember the customer's name and use the

573
00:39:02.719 --> 00:39:07.599
customer's name. Your name is the most pressure possession, Angela.

574
00:39:07.760 --> 00:39:11.639
If you went to your dry cleaners, mm hmm, and uh,

575
00:39:11.880 --> 00:39:14.719
you probably have a dry cleaner for ten years, am

576
00:39:14.719 --> 00:39:15.239
I correct?

577
00:39:17.239 --> 00:39:19.800
No, I still have some things that I take.

578
00:39:23.559 --> 00:39:25.760
Still do okay, But I mean you've been at the

579
00:39:25.760 --> 00:39:28.599
same drag cleaner for probably ten years.

580
00:39:28.039 --> 00:39:31.880
Correct, Yeah, Yeah, so when you.

581
00:39:31.719 --> 00:39:34.639
Walk in, does that say hi Angela?

582
00:39:35.239 --> 00:39:37.360
Yep there.

583
00:39:41.559 --> 00:39:44.159
But you know all the drag cleaners I've been to,

584
00:39:44.360 --> 00:39:46.239
you got to give them your name. Nobody remembers your

585
00:39:46.280 --> 00:39:50.119
name as nobody gives a name. Okay. And so if

586
00:39:50.119 --> 00:39:54.320
you go to your your local super market, you know,

587
00:39:54.400 --> 00:39:58.559
people go to the supermarket's what's the week? At the minimum?

588
00:39:58.559 --> 00:40:02.639
Do they ever use your name? Now, there's a small

589
00:40:02.679 --> 00:40:10.000
CuPy called Amazon that uses your name percent of the time. Yes, yes, so,

590
00:40:11.000 --> 00:40:16.440
But most people don't want sixty billion dollars in profit.

591
00:40:18.440 --> 00:40:21.039
Most people don't want to have an increase in sales

592
00:40:21.400 --> 00:40:26.679
of sixty billion dollars. So these are the principles of

593
00:40:27.320 --> 00:40:30.639
ris leaders and it's the easiest way to increase sales.

594
00:40:32.639 --> 00:40:33.039
It is.

595
00:40:33.760 --> 00:40:38.960
It's just amazing that they don't get the concept that

596
00:40:40.000 --> 00:40:44.719
if you continue to have repeat customers, those customers are

597
00:40:44.760 --> 00:40:47.840
going to be your best referral source and it's going

598
00:40:47.920 --> 00:40:52.239
to double and triple and quadruple and continue to grow

599
00:40:52.440 --> 00:40:57.800
because they are getting that service and being treated like

600
00:40:57.840 --> 00:41:03.280
a king or queen. I know I've gone to certain

601
00:41:03.320 --> 00:41:07.760
stores to buy clothing. Wasn't the cheapest place, but I

602
00:41:07.920 --> 00:41:11.400
was treated like a queen. They had like a little

603
00:41:11.440 --> 00:41:15.239
snack there, they had something to drink there. They would

604
00:41:15.519 --> 00:41:19.119
slowly bring you know, things to me and show them

605
00:41:19.159 --> 00:41:22.480
to me and say, how do you like this? And

606
00:41:22.679 --> 00:41:26.760
I loved that treatment. It was worth going in there,

607
00:41:27.039 --> 00:41:31.360
probably even paying more money. But they knew my name,

608
00:41:32.000 --> 00:41:35.159
they knew my patterns of what I liked, so they

609
00:41:35.199 --> 00:41:38.360
had everything all kind of set aside to show it

610
00:41:38.400 --> 00:41:41.639
to me, and they just and I just sat there

611
00:41:41.760 --> 00:41:45.840
and it was just so wonderful. I miss that kind

612
00:41:45.880 --> 00:41:49.119
of service. You want me to spend all this money,

613
00:41:49.360 --> 00:41:51.599
you don't even look at me. They're just, you know,

614
00:41:52.840 --> 00:41:56.719
don't even recommend the product, you don't do anything. I'm

615
00:41:56.760 --> 00:41:58.679
out of there. It's like, I don't need to shop here.

616
00:41:58.719 --> 00:42:01.239
I don't need to spend my money. There are like

617
00:42:01.480 --> 00:42:05.519
one hundred other competitors out here. And I think that's

618
00:42:05.559 --> 00:42:07.920
why so many people just buy online.

619
00:42:08.039 --> 00:42:18.639
I think I think COVID gave most companies an excuse, yeah,

620
00:42:18.960 --> 00:42:23.880
saying goodbye, mister customer, and COVID's over.

621
00:42:24.480 --> 00:42:24.719
Yeah.

622
00:42:25.159 --> 00:42:28.639
Now, if your goal is to own and domin market,

623
00:42:28.679 --> 00:42:32.719
you want to really become wealthier. You want to increase

624
00:42:32.760 --> 00:42:36.199
your income, you want to increase sales, taking care of

625
00:42:36.280 --> 00:42:38.199
the customer and treating them like a king or a

626
00:42:38.320 --> 00:42:41.239
queen is the easiest way to do that. But again,

627
00:42:41.760 --> 00:42:45.440
your employee n of all, the customer contact is with

628
00:42:45.559 --> 00:42:49.280
your frontline employee. That individual, regardless of where you are

629
00:42:50.159 --> 00:42:54.199
least valued, least train, least appreciated, least.

630
00:42:54.000 --> 00:42:56.960
Paid, Yeah, and should be much more.

631
00:42:57.320 --> 00:43:03.280
Yeah, individual has your customer of the your hand. Okay,

632
00:43:04.079 --> 00:43:09.480
So it's important to take those ten employees or twenty

633
00:43:09.480 --> 00:43:12.719
employees hard or just yourself. You know, if you went

634
00:43:12.760 --> 00:43:15.880
to our website customer dash Service dot com, we have

635
00:43:15.960 --> 00:43:19.360
twelve online learning programs that you can participate in. You

636
00:43:19.400 --> 00:43:25.960
can earn two degrees. You can earn our on our

637
00:43:26.000 --> 00:43:28.519
website for a tiny fraction of what it would take

638
00:43:28.599 --> 00:43:31.880
to go to a university or a higher education institution.

639
00:43:34.239 --> 00:43:38.320
You've got to be willing to invest in yourself. Again,

640
00:43:38.400 --> 00:43:43.239
the greatest asset we got is ourselves. And what are

641
00:43:43.280 --> 00:43:45.920
we going to do to build ourselves right? Because the

642
00:43:45.960 --> 00:43:49.840
more you know, women will spend probably fifty dollars a

643
00:43:49.880 --> 00:43:54.119
month on makeup and hair and maybe more, right, but

644
00:43:54.719 --> 00:43:59.360
what are we doing to take our minds to build

645
00:43:59.360 --> 00:44:04.239
our mind right? It doesn't you know, I am very poor.

646
00:44:04.280 --> 00:44:10.000
I didn't have any money, and I didn't like being poor,

647
00:44:11.559 --> 00:44:13.679
and so I you know, that's why I wanted to

648
00:44:13.719 --> 00:44:20.960
be a millionaire by age thirty, you know. And one

649
00:44:21.119 --> 00:44:23.800
thing I would always encourage your viewers is to do

650
00:44:23.840 --> 00:44:26.440
a network statement on the first of January every year

651
00:44:26.440 --> 00:44:27.880
for the rest of your life. It's the only way

652
00:44:27.920 --> 00:44:32.400
to track your success. Your INtime is totally irrelevant. Is

653
00:44:32.440 --> 00:44:36.320
what are you doing to increase your networth? And I've

654
00:44:36.360 --> 00:44:40.840
been doing a network statement since nineteen seventy one. The

655
00:44:40.840 --> 00:44:44.280
first one when I had, you know, like two thousand

656
00:44:44.360 --> 00:44:48.360
dollars net worth or something like that. And so it's

657
00:44:49.000 --> 00:44:53.199
and I'm I do it for my grandchildren. I do

658
00:44:53.239 --> 00:44:56.400
their network statements every year. I do it for my daughter.

659
00:44:57.000 --> 00:44:59.239
My son is a little bit rebellious. Asked, who I'm

660
00:44:59.239 --> 00:45:02.400
out here with? Is park Colorado? So he does really

661
00:45:02.400 --> 00:45:07.519
well financially, but because I suggested he doesn't, he won't

662
00:45:07.519 --> 00:45:09.719
do it. You know. I used to do it for

663
00:45:09.840 --> 00:45:15.280
years for him. But that's that's a way to really

664
00:45:15.360 --> 00:45:19.360
track your success financially, you know. And and my daughter's

665
00:45:19.400 --> 00:45:22.679
a missionary. She works for God.

666
00:45:23.000 --> 00:45:23.480
Mm hmmm.

667
00:45:24.519 --> 00:45:27.639
He doesn't get paid us every she's totally dependent on donations,

668
00:45:27.639 --> 00:45:32.239
and success is doing what you love. M everybody has

669
00:45:32.320 --> 00:45:37.760
different dreams and different goals, and his money is not

670
00:45:37.880 --> 00:45:43.039
that important to everybody, and so you want to focus

671
00:45:43.079 --> 00:45:47.119
on your dreams. Most successful people said, if you love

672
00:45:47.159 --> 00:45:48.400
what you're do and it's.

673
00:45:48.239 --> 00:45:53.960
Not a job, that's true. That's true. And you know,

674
00:45:54.199 --> 00:45:58.480
I've had guests going talking about you know, reimagine yourself.

675
00:45:58.840 --> 00:46:01.199
Find what it is that really makes you happy. Because

676
00:46:01.239 --> 00:46:05.679
you have to spend so many hours contributing your time,

677
00:46:05.800 --> 00:46:10.079
your energy, your thoughts, your abilities for a job. Make

678
00:46:10.119 --> 00:46:12.920
sure it's something that you really enjoy doing and you

679
00:46:13.000 --> 00:46:18.239
really want to do. If not, you really are hurting yourself.

680
00:46:19.199 --> 00:46:22.559
And I can see why you can't smile because you

681
00:46:22.639 --> 00:46:25.119
really don't want to be there. Well you shouldn't be there,

682
00:46:26.119 --> 00:46:27.960
but we can, you know, like you said, they can

683
00:46:28.440 --> 00:46:33.000
go to the institute, learn the customer service, learn how

684
00:46:33.039 --> 00:46:37.079
to build their net worth, learn how to make customers happy,

685
00:46:37.559 --> 00:46:41.639
and they can be successful in that business and then

686
00:46:41.679 --> 00:46:46.559
they will be smiling naturally, just smiling at every moment

687
00:46:46.760 --> 00:46:50.639
every day. But you know, a lot of people are

688
00:46:50.719 --> 00:46:53.920
just so unhappy because they are pigeoned into something that

689
00:46:53.960 --> 00:46:59.000
they don't want to be doing, and that's unfortunate. That's

690
00:46:59.039 --> 00:47:00.840
the first you know, that's another step.

691
00:47:01.519 --> 00:47:07.960
So every every viewer, every viewer could easily increase their

692
00:47:07.960 --> 00:47:12.280
income at least one hundred dollars a month if they

693
00:47:12.320 --> 00:47:15.280
follow some of the stuff I've been talking about it, I'd

694
00:47:15.320 --> 00:47:17.079
be two hundred a month, could be a five hundred

695
00:47:17.079 --> 00:47:20.760
a month, one thousand dollars a month more. It's really

696
00:47:20.840 --> 00:47:24.960
not complicated, right. So if you put me into anybody's

697
00:47:25.000 --> 00:47:28.840
position anywhere in the world, it would only take me

698
00:47:28.880 --> 00:47:32.039
a few months before I'd be at the top. And

699
00:47:32.320 --> 00:47:34.679
you know, I first have to learn whatever it is

700
00:47:34.719 --> 00:47:37.280
that you're doing. But i'd make more money. I'd be

701
00:47:37.320 --> 00:47:42.519
moving right up the lighter right. And so I'm not

702
00:47:43.079 --> 00:47:47.440
I'm not smarter than anybody else, you know. I just

703
00:47:47.679 --> 00:47:52.920
I have really good work habits. I have discipline, very

704
00:47:52.960 --> 00:47:57.599
clearly defined goals. You know. I have a my those

705
00:47:57.639 --> 00:47:59.800
bookers in the other room where I have all my

706
00:47:59.840 --> 00:48:02.599
goals for the year all laid out, and by January

707
00:48:02.599 --> 00:48:05.760
one of this year, all my goals will be crystallized

708
00:48:05.760 --> 00:48:15.639
for the company, family, financial, mental, social, religious. All my

709
00:48:15.719 --> 00:48:20.599
goals are clearly defined. Some of the goals are very

710
00:48:20.639 --> 00:48:24.119
difficult to reach. My most difficult goal that I've had

711
00:48:24.159 --> 00:48:27.360
the most difficult time reaching is I'd like to weigh

712
00:48:27.360 --> 00:48:30.719
one hundred and seventy three pounds, and when I left

713
00:48:30.960 --> 00:48:36.159
Minneapolis to Colorado, I weighed one hundred and eighty three

714
00:48:36.159 --> 00:48:42.559
pounds from ten pounds overweigh. So it is you know,

715
00:48:42.599 --> 00:48:47.679
I like food and it's a problem, but that's my

716
00:48:47.760 --> 00:48:51.519
most difficult goal. But you've got to have really clearly

717
00:48:51.559 --> 00:48:54.559
defined goals and you're not going to reach all your goals,

718
00:48:55.000 --> 00:48:57.760
but it's got to be in writing. They got to

719
00:48:57.800 --> 00:49:01.400
be very specific. They got to have target day. So

720
00:49:01.400 --> 00:49:03.679
you can't have a goal I want to lose, who gives?

721
00:49:03.679 --> 00:49:05.519
I mean you lose one pound and give achieved your goal?

722
00:49:06.079 --> 00:49:09.559
You know what is your goal? If you weigh one

723
00:49:09.599 --> 00:49:12.320
hundred and ninety pounds and you want to get to

724
00:49:12.360 --> 00:49:14.639
one to eighty, that's a very concrete goal and when

725
00:49:14.639 --> 00:49:17.519
do you want to have that accomplish? Or maybe you're

726
00:49:17.559 --> 00:49:19.960
a female and you weigh one hundred and thirty two pounds,

727
00:49:20.000 --> 00:49:22.559
you want to get to one hundred and twenty pounds.

728
00:49:24.920 --> 00:49:26.760
So we got to look at the goals that our

729
00:49:26.960 --> 00:49:31.159
entire life family. If you get divorced, you lose half

730
00:49:31.199 --> 00:49:36.039
your money, screws up your whole life. I've been married

731
00:49:36.079 --> 00:49:40.000
for forty eight years. That's a second thing is mental?

732
00:49:40.039 --> 00:49:42.199
What are you doing to build your mind? Okay, you

733
00:49:42.280 --> 00:49:47.639
got to the third thing. You got to focus on

734
00:49:47.760 --> 00:49:50.360
his social skills? Do you what are you doing? You know,

735
00:49:50.400 --> 00:49:53.599
it's your physic it's a co appearance. How do you

736
00:49:53.639 --> 00:50:00.880
address today? I personally think looks like slobs. And I

737
00:50:00.880 --> 00:50:06.000
mean I just if I looking for a man, there's

738
00:50:06.039 --> 00:50:08.559
not a lot of good quality men out there. From

739
00:50:08.599 --> 00:50:12.159
from a physical appearance, there was a man looking for

740
00:50:12.360 --> 00:50:17.039
a female. You know, there's not really good choices out there.

741
00:50:17.519 --> 00:50:19.920
A lot of things, say done, a lot of things,

742
00:50:20.119 --> 00:50:20.280
you know.

743
00:50:20.320 --> 00:50:25.559
And the other one is physical. What are you doing

744
00:50:25.639 --> 00:50:30.320
to build yourself physically? If you die? You know, I

745
00:50:30.400 --> 00:50:35.639
just had a text two days one of the wealthiest men,

746
00:50:35.840 --> 00:50:38.039
and he said he just had some stints put into

747
00:50:38.079 --> 00:50:40.119
his veins and he said, to your physical health is

748
00:50:40.119 --> 00:50:41.159
the most important thing.

749
00:50:41.440 --> 00:50:42.159
It really is.

750
00:50:42.920 --> 00:50:44.119
So if you don't take care of.

751
00:50:45.760 --> 00:50:47.639
Yeah, well we're going to have to die.

752
00:50:49.199 --> 00:50:55.239
So you got to look and then financially you know, Okay, yeah,

753
00:50:55.800 --> 00:50:59.360
So so anyhow I'd love to be about to anybody

754
00:50:59.400 --> 00:51:03.079
myself and ANGELA. If anybody wants to call me is

755
00:51:03.199 --> 00:51:05.519
six one two three A.

756
00:51:05.679 --> 00:51:06.960
Two yes.

757
00:51:08.239 --> 00:51:12.800
Three six six one two three A two five six

758
00:51:12.840 --> 00:51:15.079
three six, So people can call me they can. My

759
00:51:15.199 --> 00:51:20.000
email is John at service quality dot com. That's again

760
00:51:20.079 --> 00:51:23.480
John at service quality dot com. My website is Service

761
00:51:23.519 --> 00:51:28.000
Quality Institute dot com or Customer dash Service dot com.

762
00:51:28.000 --> 00:51:30.599
And lead you to this to the same area. So

763
00:51:30.639 --> 00:51:32.360
if I could be of any help to any of

764
00:51:32.400 --> 00:51:36.000
your viewers and listeners, be delighted to do that.

765
00:51:38.039 --> 00:51:42.719
And we want to We want to make sure that

766
00:51:42.719 --> 00:51:46.320
that you all write those numbers down and get your

767
00:51:46.480 --> 00:51:51.639
staff in to the institute so they can learn customer service,

768
00:51:52.079 --> 00:51:55.880
be able to be successful, be able to increase those

769
00:51:56.039 --> 00:51:59.679
profits in your organization. Thank you for tuning in to

770
00:51:59.800 --> 00:52:05.119
a Sharp Outlook and again stay informed.

771
00:52:08.960 --> 00:52:11.079
I want to thank you for joining us on a

772
00:52:11.199 --> 00:52:14.920
Sharp Outlook. We have been informed and energized to take

773
00:52:14.960 --> 00:52:18.639
the next steps. We have posted links to websites and

774
00:52:18.760 --> 00:52:22.559
videos to learn more on today's topic. Please join us

775
00:52:22.599 --> 00:52:27.000
again next week for another thought provoking conversation right here

776
00:52:27.320 --> 00:52:32.119
on k for HD radio and Talk for TV. Listen

777
00:52:32.159 --> 00:52:36.360
to the podcast on all the podcast apps, and until

778
00:52:36.480 --> 00:52:38.639
next week stay informed.