Sales Growth = Customer Service

0:01 This program is designed to provide general information with regards to the subject matters covered. This information is given with the understanding that neither the hosts, guests, sponsors or station are engaged in rendering any specific and personal medical, financial, legal, counseling, professional service, or any advice. You should seek the services of competent professionals before applying or trying any suggested ideas. Hello, and thank you for tuning in to A Sharp Outlook on p for HD radio and talk or TV. I am Angela Sharp, your host our arm chair discussions with industry experts will give you the steps, tools and information to be successful in business and to prepare you to be your best self.

0:55 Hello, I'm Angela Sharp, and thank you for joining A Sharp Outlook. And today we want to talk about sales growth. And you know what sales growth is connected to good winning customer service. So let's talk about customer service today and today's fiercely a competitive world. Customer service is key to growth and profits, knowing how to retain customers, build a presence and market share, and improve worker performance. Customer service is the assistance of an organization's offers to its customers before or after they buy or use products or services.

1:38 The thing is is having good customer service. When was the last time a sales representative offered a recommendation to you? And what about the customer service phone line? Do you cringe? I do, knowing you have to talk with an AI bought answering service that ask you questions not related to your issue, and then it refuses to transfer your call to a live person unless you go through all of these questions and all of these issues. And you actually have to go through these things because this AI is only trained for three different issues, but yours is outside of that problem. Hey, guys, how about you fix that.

2:28 My guest is an expert in the area of customer service and he will tell us all how to empower employees, increase productivity, and successfully improve customer satisfaction. Service Quality Institute SQI is a training program to teach the entire workforce the act the art of superior customer service. And in these times we really do need superior customer service. How do we lead a customer driven work Well? John is here to give us the secrets a real customer satisfaction that activates return customers that give out referrals to friends, and acquaintances. Sometimes there needs to be an attitude adjustment to be the best in customer service, and John will explain what this is and how to get a winning customer service team. My guest today is John Shol, internaturally recognized customer service speaker. John is the founder of the Service Quality Institute. SQI offers various programs to train you how to close more deals and build customer relationships. Provide training videos to teach the entire workforce the art of superior customer service. SQI offers programs for managers so they can learn how to lead a customer driven workforce. S

4:00 QI offers programs for employees to help them understand the behaviors and attitudes needed to be successful in leading cutting edge service skills and build employee morale and develop teamwork. John has written eight books to teach the tricks of the trade and help develop you in customer service, representative and repeat customer referrals. And that's exactly what we need. The best customers are the ones that have been told by their friends, Hey, you in a shop there. John will to help you learn how to cut costs, eliminate waste, increase productivity, improve quality, and customer satisfaction and boost morale.

4:43 There are certifications and diplomas in his customer service program and I recommend it highly. I would like to invite John to join us today. Hi, Angela, great to be with you. Yeah, it's good to see you again. I tell you, in these times right now, we definitely need your expertise to help these businesses. Customers get worse every day. Every day. Like I said, they have those AI bots and oh, I just I'm pulling my hair out while I'm on the phone because it only knows three questions and if you're issues not within those three questions, you're just screaming and screaming, Agent, Agent, Agent, and it's like no, I can help you, No you can't. And this goes on and on, and it's I mean, major companies, major companies are still using this as a means to what bring about customer satisfaction. I don't think so. So we want to know more about what we do for customer service.

6:10 AEL. About twenty or thirty years ago, the US firm started outsourcing their call centers to India, right, And I thought that companies that did that were on a suicide watch. Well, today companies are using AI large companies to avoid talking to their customers, and I think they're also on another suicide watch. So I've always worked at a really simple concept. It was nineteen sevente now where most of our viewers were probably born. I saw companies spending a fortunate a marketing trying to bring people to their place of business, and as the customer walked through the door, we would issue be hit the customer on the head as hard as we could. We're doing the same thing today. And my concept was that if you treat the customer like a king or queen, like royalty, they'll come back, they'll give you a lot of money, and they'll bring their friends.

7:11 That's the concept that I built my business on, and I released Feelings, which was the world's first customer service training program, in January of nineteen eighty. Companies that used our programs had drew make increases in sales, not small increases, dramatic increases. You know. We took tien dollar companies and had twenty percent increases in sales. And it's so whether you're a company with three employees or thirty employees or three thousand employees, the easiest way to increase sales is to trip every customer, whether they be online, on the phone, in person, treat them like royalty. Now here's the probably face, angeloid.

8:00 All the employees that we hire, one hundred percent have virtually never been trained on customer service. There's no high school that teaches anybody anything on customer service. There's no college, there's no vocational school. Okay, So all these employees you have, we expect them to be good at customer service. And our method of training is we say, Angela, I just need you to be really good at customer service. You know what I mean, don't you? Yes? And that's how we train our staff. And the result is the employees have never seen great service. When most employees experience hell every day and the less money you make, the worst customer service is. So if you're the CEO and you're making a million dollars a year, and I'm sure we don't have any of them listening right now, they don't do anything. They have staff that handles everything for them. Everything is greased all the way through, so they don't really know how bad it is. And so the difficulty is that our total workforce has never been trained on how to deliver great customer service. And the easiest way to increase sales, and I'm talking about dramatic increases in sales is to teach your staff and the art of customer servers. Now, if you wanted to be

9:34 go to engineering school because you wanted to be an engineer, would you go to college and take one class and become an engineer. If you wanted to be a nurse, would you go to nursing school and take one class? And now I'm a nurse. Okay, so there's a curriculum. Well, we have a curriculum too where you can keep building and developing these skills. So instead of just taking one little course on customer service, you know, I would encourage you to take a whole variety of courses and who my record nation is that you should take a new course on customer service every four months at the minimum.

10:20 And the other thing. If you want to make more money and you want to ask me, I suggest you read one book a month on success, customer service, management, leadership, sales one month, one book a month for the rest of your life. Yes, Now, I believe if you do that, you will increase your income more than one thousand dollars a year, so the return is very high. Since I was probably twenty one or twenty two years old, I have personally invested at least one thousand dollars a year in personal a moment m hm. College used to be the ticket that guy you in the door. Today, I think most of what you learn in college is kind of irrelevant. And you know they're never going to teach anything on customers service. So if you want to increase your income, the only thing that prevents you from doing that as your mind.

11:29 Mm hm mm hmm. Well, I was reading an article I believe. You need to remove. So most of us Angela have a ceiling of cement about seven feet thick over our heads, and they prevent us from dreaming. They prevent us what we're capable of doing. So what we need to do is remove that ceiling. Okay, and so everybody can afford to spend twenty five dollars a month. I'm buying a book now. Personally, I like to cover all the key ideas.

12:13 I date the book that I read it. I grade the book from an A plus to a C or A D. I dump all the C and D books and the F books and I'll leave them laying around other so somebody else can pick them up. But I don't don't want to in my library. So it's easy for people to achieve more, to accomplish more if they build themselves from within. And our mind is the most important asset we have. Elon Musk thinks differently than all of us, right, he is like in the in the atmosphere.

12:55 I mean he is ingenious. Okay, he puts his pants on one leg at a time, m hm, just like all of us. Okay, he just thinks differently. M And So if we want to increase sales, it could be that we're a one person operation and we just want to increase our income. So if you put me into any job, I'll bet you that I would within three months be the highest paid person. Mm hmm. So if you made me a belman at all, you've made me a reservation agent, you made me a waiter or a waitress. You know we're driver, I'll bet you that within three months the top earners and and I would be making double or everybody else is making. So it's not that i'm by the way, I shouldn't maybe tell you listeners this, But when I went to college.

14:05 You know, when I graduated in nineteen sixty nine, I had the lowest grade point average of anybody in my class. I just make more money than anybody I graduated with. See, it's it's what you do with your mind. I've always been since I was like twenty one or two years old, been focusing on personal development, building myself, right, And that's what I would like your view what to do. When I first started, I got into percent raise after six months, and I decided I was going to quit one week after they gave me the raise and go into business for myself, and they gave me a twenty percent Quite a week later they were fury. And then I went into business myself, selling personal development programs, and my gross income for the first six months was six hundred and fifty dollars. Now this is nineteen seventy, nineteen seventy one, and you know I was my previous JAB paid one thousand dollars a month, which if you went back, what is that fifty some years ago, that's a lot of fairly good money. Then you go to one hundred dollars a month as a hell of a drop. So I was starving to death you know, I was failing, and

15:38 so I read every book I could find on sales because I needed to learn how to sell. I didn't know how to sell. Right, I found out I knew more about sales than anybody else afterwards, and I started teaching sales. Yeah, but what I did is, I said, you're eating, They're going to go work for somebody where you're going to change and start making some money. And then the fear of going to work for somebody scared the hell out of me. And then I started to produce, and then, you know, a couple of years later, I was among the top producers in the world. First Past Motivation Institute, and Paul Meyer was my mentor, and I was the only there were only two people who said that I asked him how to make money because he was extremely financially successful and I wanted to be a millionaire.

16:31 And at age twenty one, twenty worth was two and seventy dollars and my would be a millionaire by age thirty, which I did, And Paul taught me to make money, and I listened to him and then I implemented what he told me. One of the things all of us should do to find some successful people that can teach us additional things that we can do, and then advice and secondly give them feedback on how your progress is going well. I've had a lot of people ask me for advice, maybe not a lot of people, a few people I never get back to you and then never uplement what you told them to do.

17:15 Right. So I find that that it comes to money and people don't seem to need more money. I don't know why. I don't think if they don't need more money, I think they don't want to put the energy in to make more money. And it might require, like you said, reading some reading on the topic, reading on you know, how to be a good customer service representative, you know, learning about how you know customers think, what their behaviors are, what their attitudes are, and knowing how to approach them. I mean, you know, it takes a little reading. It takes some time to develop yourself. And like you said, instead of maybe working for less, working for someone else, venturing out and starting your own venture, starting your own business, that's going to require that you build your own confidence, capabilities, knowledge base, all of these things to be able to branch out to do all of these wonderful things, you know.

18:20 I think about Besos and he and his wife were just in their garage and came up with this idea of delivering packages to customers. And it turned out to be one of the richest men in the world just from starting in the garage delivering some packages. And now he had to learn how to become more efficient and more efficient and more efficient, and then how to market to those people, how to sell to these to the customers, and how to have great customer service to you know, fix some of the problemroblems that may occur in business.

19:02 And that just takes. It takes. You have to learn how to do that. It's just not going to come through osmosis. It is something that you have to learn. You have to go through that. You were talking about an article I read Amazon about Costco. Amazon and Costco are two of the most customer driven companies in the world. And I think the reason most companies don't focus on customer services they don't know the financial game. Right. If you were to track Amazon, they started in nineteen ninety five. Their profit this last year was sixty billion dollars. They had a sales increase this last year of sixty billion dollars. Okay, Amazon is better at customer service than any company in the boot. My daughter wanted to order something on Amazon and she couldn't get into Prime. She lives in Malaysia and she uses my my account and uh and by the way, here's my handle. I'm out in Estes Park, Colorado, and say hi Hi. And she's four years old her me and you're me and my daughter naw who's pregnant. Mm hmm.

20:34 So I Wednesday say hi to Angela. Hello. Okay. So she's better at me customer service in me. She's my number one grand daughter. Yeah. So if you look at Costco I invested, this is this is what happens when you really focus on customer service. I invested one thousand hours each in nine firms and made two thousand uh three. Okay, and the you want to be with me and that hours at Amazon is now worth about one hundred and twenty four thousand dollars, and the thousand hours at Costco is worth about thousand dollars now. I also invested one thousand hours, which at that time was on a rocket ship going to the moon.

21:42 But in two thousand and seventeen they didn't understand service recovery and that style is worth about three hundred and fifty dollars. What I what I found is that not all companies maintained their folk US on customer service. Sometimes they did it for a couple of years and then they would lose sight of it. Sometimes they would focus on it for a longer period of time. The companies that are absolutely relentless, it's Amazon and Costco. Home Depot is very good. Home Deeopo had a CEO problem. This is. I'll be going back about twenty years ago and they find but they were able to recover it. But most firms just it's kind of a cool thing to do for a couple of years and just too much work.

22:35 You know, here's the problem. You got a lot of employee un employee turnover. So the attitude is who cares? You know, I live in Seattle and there's a hundred million people living in Seattle. So if I lose a million people among who cares? I still got a hundred million people. Well, maybe in Seattle there isn't a hundred million people. Maybe there's only you know, two three million people living in the Seattle Greater area. We need to take every customer we got, we have to treat him like a king and a queen. Now, if you've got six people, or sixty people, or six hundred people, you have to train the total workforce on customer service. As I said earlier, there's no education anywhere in the world that's going to teach them customer service. It's totally your responsibility.

23:25 Our programs, by the way, Angela, are not very expensive, So you know, to train these people, maybe six people or sixty people, it is not very expensive, but you have to invest in those people to change. There's four things that we do with ctitudes and behavior of the workforce. Right now, their attitude is that customer is a pain in the butt. He screwed up my time. I had a hot day tonight and I wanted to o'clock. The guy came in at five minutes to six. You know, I need to get him out of the door fast. The second thing we need to do is teach the skills of customer service. It's an art, whether it be speed, forman service, recovery. There's a whole lot of different skills.

24:12 It's not complicated, but we have to have flawless execution. A customer can tell in two to three seconds whether you care or don't care. Right, they can look at your face, they can hear your tone voice. You know, it's just amazing. I live in Minnesota, and in Minnesota we call it Minnesota Knight. Everybody smiles, everybody. And I was an Azerbaijan and the country of Georgia and nobody smiled. Because I've been thinking about what's my new program great and I couldn't come up with something, and all of a sudden they clicked on me. Nobody smiles. I would go into stores and I'd see twenty people and nobody whatever look at you. Nobody would ever smile at you.

25:03 And I don't know if you know in other parts of the United States. I know in the South the people are very hospital h but the first time in customer service, so if I walk into any place of business and I make eye contact for six people, I expect six people to smile. Yeah, Sky contact doesn't cost you any money at all. I have a program, It's the one session program teach you how to how to smile. So there's a lot of different skills in customer service. UH. People can go to my website, by the way, which is www dot customer dash don't forget the dash service dot com. Customer dash Service dot com where you can go to Service Quality Institute dot com and get into the same website. Take a look at some of our program But I think that every single business could significantly increase sales if they dramatically improve their customers. By the way, that some of the worst defenders of customer service or a small business cool. So you would think that a pre company or person and company would be better customers, and they tend to be worse. And if you go

26:35 back to Jeff Bezos, he started with two people and now they have you know, a million, six hundred and fifty thousand, right, but he understood customer service. My granddaughter got me out track. But yesterday in Malaysia, my daughter had the problem. So she called Amazon. And when you call Amazon, they live people that take the call. Do you go through a couple of security protocols people, and everybody at Amazon is empowered. Mm hmmm. I have never ever in my life had anybody at Amazon tell me no. Never. The first thing we teach you poise is no.

27:17 Mm hmm. Well that's the worst thing for customer service to learn. How to say yes, and they solved everything. They've refunded, funded the shipping charge they were charging. They get they're getting the gift out before Christmas. They just like that, okay. And these are people that hire world. But they have created a culture, yes, of superior customer service. Everybody is empowered. They've managed service recovery. Mm hmmm. So if if they struggle, they will take care of you. Yeah, instantly, not a year later, not a month later. And so you know, a sixty billion dollar increase in sale increase.

28:08 You know, they have about five hundred and eighty five billion dollars in revenue this last year. But why not all of us become an Amazon? Why not copy the principal service leaders. If you and one of the skills that I teach is speak, you've got to shrink the time by ninety percent. So when you're in Costco and there's three people ahead of you in the checkout counter, because they could have ten checkout counters and they're all loaded with people, it only takes a few minutes to get through the checkout counter because they have two people at every counter, right, they have one person that puts stuff on the on the counter, the other person's checking it through and it's really really really fast. Okay, they understand speed. If you buy anything at Costco, you can turn it.

29:07 Mm hmm. I'm not wearing a spider sweater, and in the past they've sold a bunch of spider sweaters. Well. The interesting the thing with Costco is you could take this sweater one that I bought from Costco and three years ago I could take it back and get my money back. Mm hmm. Now I've got to give him the sweater have an absolute money back guarantee. So the ideal thing if you're going to if you need anything, buy it from Costco because there's really a lifetime warranting. Right now, they accept it as computers, so you can't take a computer and four years later bring it back into a new computer.

29:53 They go. I think they have like six months or so on a computer. Yeah, most company, you would think they're going to get ripped out by the customer. Mm. But I spend probably three four hundred dollars a month at Cascom. I buy my gas of whenever I can at Casco because I can say ninety cents a gallon. So there's nine principles that I teach that I think are critical if you're going to drive a service culture. Number one is you've got to understand this is strategy. Wherever you are located, how badly do you want to own the market, How badly do you want to crush your This is strategy a tool that you can go underneath the radar and nobody's going to see you and you can grab all the Number two, you've got to reduce the friction. You're going to make it really easy for people to buy. It could be the hours you're open, it could be just tons of different things. Most these Angela I have a lot of stupid policies and stupid procedures and crazy stuff that makes it very difficult to buy.

31:13 Amazon makes need to buy. Jeff Bezos said, if you want more of something, reduce the friction, think of afre something. Reduce the friction. We a lot of companies have a lot of friction because they don't trust the customer. The third thing you got to have is empowerable. You want to make sure, whether you got ten employees or forty employees four hundred, that everybody's empowered to make a decision on the spot of the customer. Yesterday, my son took me out for dinner and Fort Collins, Colorado, and they have this fa favorite restaurant called Rio, which is Mexican food, and I drink water like water, and so they had a small com for water and I said, can you give me a bigger glass? And the guy was just really hesitant. I said, can't you make it empowered decision?

32:05 And he says, no, we follow the rules and policies here. And I finally convinced him to get me a bigger glass and he said, I need you to not get some other type of drink and that is just only going to be water, because you could go to these fountains and you can get in any kind of drink you want, and the cost of a cup might have been an extra two cents or something like that. Now he finally gave me the bigger cup. But most people would have just accepted the note. These are real simple little skill so empowerment critical. And then you're got to have speed. Today people want things they don't want to go slow, and most companies have a lot of crazy policies stupid rules that just slow everything down. The mindset of all employees in the world. Oh the slow Okay, where you are in the world, the MiNet of all employees is slow. So they know that if they got fourteen days, they wait until the fourteenth day, and then they said, I didn't know it was going to rain.

33:09 I didn't know it was going to snow. And so speed is is how do you shreak the time by ninety percent? So if I normally took fourteen days, how do I get it done in one day? That's speed. Amazon, by the way, can deliver a million products in one day the same day. That's called speed. People love speed. I think Amazon invented You. Fortunately live in Seattle, you're in the hands of Costco and Amazon. You should. I mean, everybody living in Costco is seeing two of the most passful companies in the world right out of your neck of the woods. The other scale that we do is we have to trade the whole workforce. You can't just have a little email that you send out. This is we're going to build our company around customer service. Just take or the customer. You have to teach them the skills, and you can't take let's say a twenty four year old, dip them in a magic program that's going to last maybe three sessions two our age and expect them to change their whole life and become perfect. Just not going to happen. What you've got to have is something new, fresh, constant, just moving it to a faster pace. Okay, if you have the best employees in the market, you'll own the market.

34:27 Right. So our goal is to encourage companies to build high performing, customer driven employees. And then the next skill that you got to teach is service recovery. When you screw up the customer home all screw up. Every one of us make sink sometime during the day, for sure during the week. Okay, you have a choice, you can say times a customer because I live in Seattle and there's a million people that are coming in every day. Now, we have to focus on keep in the customer, right, So when you screw up, there's fourth skills that you've got to learn, act quickly. All this has to happen is sixty seconds.

35:07 Number two, you've got to take responsibility. And in the US, most people lying, they just put the name on somebody else, or they just blow smoke up the person's uh you know that they lie, And then some one got to do is take responsibility. Just say hey, we screwed up. Everybody knows that you screwed up. Why not just say it? Okay, we don't want to lose face. And the third thing is you got to be in power. Means if you've got twenty five employees, all twenty five have to make a fast, empowered decision. And then the fourth thing is you got to compensate. Give them something of value where they say, whoa, this is really cool. So that restaurant, you know, wasn't really a scruple, it's just simple empowerment thing.

35:54 But they could say, hey, why do you take a complimentary drink? I mean, I mean, what's the cost? Ten cents? Fifteen cents? Okay? So all of us what is we all have products and services that have high value, low cost. And Jacob and my staff who's shipping, you know, he's empowered or to do whatever he needs to do. If we screw up, okay, and he'll give away freestyle, it's not a problem, no big deal. And then the next scale that we want to do is reduce costs. The problem is that many organizations we have too many employees, we have too many underperforming employees, we have too many stupid policies and rules and procedures. We have to reduce costs dramatically. Price is very important. How are you going to market your product to keep your costs lower than any bass Amazon and Costco understand price. Nobody goes to Amazon and it says I'm willing to pay as much as I can for a computer or or whatever it is, a watch, whatever it is, or a book. You know they want a good price. They want the same for Costco and price is very very important. And then the last item is we need to measure what we're doing now. The prime in the the United States is that companies spend all

37:24 their money doing surveys HR. People really love surveys. We love the survey a person every time they enter our store, every time they do any kind of an interaction. The prime is the company doesn't do anything with the survey results. So you know, you're just wasting your time completing the survey. But everybody does a survey because it's cool. Everybody else does it, so we might as well do it too. The only thing is that nobody does anything with the survey results and nothing changes. Wow. So those are the steps that we think are critical.

38:05 Well one last one that I forgot to mention, Angela is we have to use the customer's name. We have to remember the customer when they pay by credit card. So I got to a credit card and it says John Show. So you can say, thank you, mister Scho for buying today, John, thank you for comingy. I appreciate it. M eighty percent our customers are repeat customers. Yes, So when you go to your coffee shop, when you go to your local restaurant, when you go to your bank, does everybody know your name? Does everybody use your name? When I go to my bank, I bank at Premier Bank, and so everybody knows where everybody's Hi John, Hello John, And I know everybody in the bank and I call them by their name. Right. You know, it doesn't cost any money to remember the customer's name and use the customer's name. Your name is the most pressure possession, Angela.

39:07 If you went to your dry cleaners, mm hmm, and uh, you probably have a dry cleaner for ten years, am I correct? No, I still have some things that I take. Still do okay, But I mean you've been at the same drag cleaner for probably ten years. Correct, Yeah, Yeah, so when you. Walk in, does that say hi Angela? Yep there. But you know all the drag cleaners I've been to, you got to give them your name. Nobody remembers your name as nobody gives a name. Okay. And so if you go to your your local super market, you know, people go to the supermarket's what's the week? At the minimum?

39:58 Do they ever use your name? Now, there's a small CuPy called Amazon that uses your name percent of the time. Yes, yes, so, But most people don't want sixty billion dollars in profit. Most people don't want to have an increase in sales of sixty billion dollars. So these are the principles of ris leaders and it's the easiest way to increase sales. It is. It's just amazing that they don't get the concept that if you continue to have repeat customers, those customers are going to be your best referral source and it's going to double and triple and quadruple and continue to grow because they are getting that service and being treated like a king or queen. I know I've gone to certain stores to buy clothing. Wasn't the cheapest place, but I was treated like a queen. They had like a little snack there, they had something to drink there. They would slowly bring you know, things to me and show them to me and say, how do you like this? And I loved that treatment. It was worth going in there, probably even paying more money. But they knew my name,

41:32 they knew my patterns of what I liked, so they had everything all kind of set aside to show it to me, and they just and I just sat there and it was just so wonderful. I miss that kind of service. You want me to spend all this money, you don't even look at me. They're just, you know, don't even recommend the product, you don't do anything. I'm out of there. It's like, I don't need to shop here. I don't need to spend my money. There are like one hundred other competitors out here. And I think that's why so many people just buy online. I think I think COVID gave most companies an excuse, yeah, saying goodbye, mister customer, and COVID's over.

42:24 Yeah. Now, if your goal is to own and domin market, you want to really become wealthier. You want to increase your income, you want to increase sales, taking care of the customer and treating them like a king or a queen is the easiest way to do that. But again, your employee n of all, the customer contact is with your frontline employee. That individual, regardless of where you are least valued, least train, least appreciated, least. Paid, Yeah, and should be much more. Yeah, individual has your customer of the your hand. Okay, So it's important to take those ten employees or twenty employees hard or just yourself. You know, if you went to our website customer dash Service dot com, we have twelve online learning programs that you can participate in. You can earn two degrees. You can earn our on our website for a tiny fraction of what it would take to go to a university or a higher education institution.

43:34 You've got to be willing to invest in yourself. Again, the greatest asset we got is ourselves. And what are we going to do to build ourselves right? Because the more you know, women will spend probably fifty dollars a month on makeup and hair and maybe more, right, but what are we doing to take our minds to build our mind right? It doesn't you know, I am very poor. I didn't have any money, and I didn't like being poor, and so I you know, that's why I wanted to be a millionaire by age thirty, you know. And one thing I would always encourage your viewers is to do a network statement on the first of January every year for the rest of your life. It's the only way to track your success. Your INtime is totally irrelevant. Is what are you doing to increase your networth? And I've been doing a network statement since nineteen seventy one. The first one when I had, you know, like two thousand dollars net worth or something like that. And so it's and I'm I do it for my grandchildren. I do their network statements every year. I do it for my daughter.

44:57 My son is a little bit rebellious. Asked, who I'm out here with? Is park Colorado? So he does really well financially, but because I suggested he doesn't, he won't do it. You know. I used to do it for years for him. But that's that's a way to really track your success financially, you know. And and my daughter's a missionary. She works for God. Mm hmmm. He doesn't get paid us every she's totally dependent on donations, and success is doing what you love. M everybody has different dreams and different goals, and his money is not that important to everybody, and so you want to focus on your dreams. Most successful people said, if you love what you're do and it's.

45:48 Not a job, that's true. That's true. And you know, I've had guests going talking about you know, reimagine yourself. Find what it is that really makes you happy. Because you have to spend so many hours contributing your time, your energy, your thoughts, your abilities for a job. Make sure it's something that you really enjoy doing and you really want to do. If not, you really are hurting yourself. And I can see why you can't smile because you really don't want to be there. Well you shouldn't be there, but we can, you know, like you said, they can go to the institute, learn the customer service, learn how to build their net worth, learn how to make customers happy, and they can be successful in that business and then they will be smiling naturally, just smiling at every moment every day. But you know, a lot of people are just so unhappy because they are pigeoned into something that they don't want to be doing, and that's unfortunate. That's the first you know, that's another step.

47:01 So every every viewer, every viewer could easily increase their income at least one hundred dollars a month if they follow some of the stuff I've been talking about it, I'd be two hundred a month, could be a five hundred a month, one thousand dollars a month more. It's really not complicated, right. So if you put me into anybody's position anywhere in the world, it would only take me a few months before I'd be at the top. And you know, I first have to learn whatever it is that you're doing. But i'd make more money. I'd be moving right up the lighter right. And so I'm not I'm not smarter than anybody else, you know. I just I have really good work habits. I have discipline, very clearly defined goals. You know. I have a my those bookers in the other room where I have all my goals for the year all laid out, and by January one of this year, all my goals will be crystallized for the company, family, financial, mental, social, religious. All my goals are clearly defined. Some of the goals are very difficult to reach. My most difficult goal that I've had the most difficult time reaching is I'd like to weigh one hundred and seventy three pounds, and when I left Minneapolis to Colorado, I weighed one hundred and eighty three

48:36 pounds from ten pounds overweigh. So it is you know, I like food and it's a problem, but that's my most difficult goal. But you've got to have really clearly defined goals and you're not going to reach all your goals, but it's got to be in writing. They got to be very specific. They got to have target day. So you can't have a goal I want to lose, who gives? I mean you lose one pound and give achieved your goal? You know what is your goal? If you weigh one hundred and ninety pounds and you want to get to one to eighty, that's a very concrete goal and when do you want to have that accomplish? Or maybe you're a female and you weigh one hundred and thirty two pounds, you want to get to one hundred and twenty pounds.

49:24 So we got to look at the goals that our entire life family. If you get divorced, you lose half your money, screws up your whole life. I've been married for forty eight years. That's a second thing is mental? What are you doing to build your mind? Okay, you got to the third thing. You got to focus on his social skills? Do you what are you doing? You know, it's your physic it's a co appearance. How do you address today? I personally think looks like slobs. And I mean I just if I looking for a man, there's not a lot of good quality men out there. From from a physical appearance, there was a man looking for a female. You know, there's not really good choices out there.

50:17 A lot of things, say done, a lot of things, you know. And the other one is physical. What are you doing to build yourself physically? If you die? You know, I just had a text two days one of the wealthiest men, and he said he just had some stints put into his veins and he said, to your physical health is the most important thing. It really is. So if you don't take care of. Yeah, well we're going to have to die. So you got to look and then financially you know, Okay, yeah, So so anyhow I'd love to be about to anybody myself and ANGELA. If anybody wants to call me is six one two three A.

51:05 Two yes. Three six six one two three A two five six three six, So people can call me they can. My email is John at service quality dot com. That's again John at service quality dot com. My website is Service Quality Institute dot com or Customer dash Service dot com. And lead you to this to the same area. So if I could be of any help to any of your viewers and listeners, be delighted to do that. And we want to We want to make sure that that you all write those numbers down and get your staff in to the institute so they can learn customer service, be able to be successful, be able to increase those profits in your organization. Thank you for tuning in to a Sharp Outlook and again stay informed.

52:08 I want to thank you for joining us on a Sharp Outlook. We have been informed and energized to take the next steps. We have posted links to websites and videos to learn more on today's topic. Please join us again next week for another thought provoking conversation right here on k for HD radio and Talk for TV. Listen to the podcast on all the podcast apps, and until next week stay informed.