0:00:04.910,0:00:09.750 [Music] 0:00:07.670,0:00:11.670 my name is Ricky regalado 0:00:09.750,0:00:13.469 the founder of route the service 0:00:11.670,0:00:15.120 platform it's a sales platform for the 0:00:13.469,0:00:17.070 commercial cleaning services industry I 0:00:15.120,0:00:18.660 am also the owner of Rose a lot of 0:00:17.070,0:00:21.270 services a family-owned commercial 0:00:18.660,0:00:23.279 cleaning company so welcome to cleaning 0:00:21.270,0:00:24.720 and cocktails a show where I get the 0:00:23.279,0:00:27.900 opportunity to sit down with cleaning 0:00:24.720,0:00:29.580 industry experts and share stories talk 0:00:27.900,0:00:32.130 shop about the industry 0:00:29.580,0:00:35.120 so grab your cocktail listen in and I 0:00:32.130,0:00:35.120 hope you guys enjoy the show 0:00:37.410,0:00:42.780 [Music] 0:00:39.770,0:00:45.180 today's sponsor is on the rocks premium 0:00:42.780,0:00:46.290 cocktails it's bottled to bring the bar 0:00:45.180,0:00:48.910 directly to you 0:00:46.290,0:00:51.710 you just gonna crack it and pour it I 0:00:48.910,0:00:54.390 [Music] 0:00:51.710,0:00:58.440 wanted to actually bring this close to 0:00:54.390,0:01:02.550 home and take a second to talk about my 0:00:58.440,0:01:04.620 people smash family I wanted to bring on 0:01:02.550,0:01:06.960 by a director of operations it was also 0:01:04.620,0:01:09.479 one of my best friends and just really 0:01:06.960,0:01:11.040 talk shop you know share our story and 0:01:09.479,0:01:14.490 share out what you got into the industry 0:01:11.040,0:01:17.220 with me cuz you know I'm talking to the 0:01:14.490,0:01:20.300 small business everybody here has family 0:01:17.220,0:01:23.430 anybody here is starting off either new 0:01:20.300,0:01:26.479 existing and it's a scary situation to 0:01:23.430,0:01:29.520 build a business so without further ado 0:01:26.479,0:01:35.490 my boy Dominic number also introduce 0:01:29.520,0:01:39.090 yourself sure what do you do okay 0:01:35.490,0:01:41.190 so yeah my name is Dominic Amoroso I've 0:01:39.090,0:01:43.789 actually been working for Rosa lotto for 0:01:41.190,0:01:47.580 pushing for years now actually April I 0:01:43.789,0:01:50.550 did my fourth year anniversary Director 0:01:47.580,0:01:53.640 of Operations so gosh when I started off 0:01:50.550,0:01:55.110 with we really didn't know where you 0:01:53.640,0:01:57.179 know I was gonna be fitting in and kind 0:01:55.110,0:01:58.440 of those to that point where that 0:01:57.179,0:02:00.179 transition where you made that 0:01:58.440,0:02:01.530 transition and figuring out okay fine I 0:02:00.179,0:02:04.740 definitely need to take it to the next 0:02:01.530,0:02:06.569 level where I need technology or you 0:02:04.740,0:02:09.420 know I need to go ahead and change 0:02:06.569,0:02:11.069 something in order to grow right so when 0:02:09.420,0:02:12.690 you know you're like hey man let's go 0:02:11.069,0:02:14.520 ahead and figure this out and I need the 0:02:12.690,0:02:16.050 technology you know something that's 0:02:14.520,0:02:18.510 gonna help us operate an operating 0:02:16.050,0:02:21.810 software so then that kind of word that 0:02:18.510,0:02:24.240 role I actually fell in you know and and 0:02:21.810,0:02:25.830 that's what I took I felt at least that 0:02:24.240,0:02:27.599 I took ownership of saying okay fine 0:02:25.830,0:02:29.450 well go ahead and grab this type of 0:02:27.599,0:02:32.550 software figure out a way that we can 0:02:29.450,0:02:35.069 operationally work and kind of organize 0:02:32.550,0:02:36.840 things and structure things and you know 0:02:35.069,0:02:39.450 try to make us better man because I've 0:02:36.840,0:02:41.520 in my opinion I love technology so you 0:02:39.450,0:02:43.920 know I'm a you know a cellphone freak 0:02:41.520,0:02:45.990 you know geek you know so having that 0:02:43.920,0:02:46.520 technology and being able to implement 0:02:45.990,0:02:49.070 it 0:02:46.520,0:02:51.230 in a way that we can structure in 0:02:49.070,0:02:53.270 operation mammoths I mean that's at 0:02:51.230,0:02:55.820 least my dream so I just took my skills 0:02:53.270,0:02:59.570 that I had previously by the way no 0:02:55.820,0:03:00.920 cleaning experience and just okay fine 0:02:59.570,0:03:02.840 let's let's figure out a way to go ahead 0:03:00.920,0:03:04.280 and try to you know and do something 0:03:02.840,0:03:05.000 here and I believe we've done some good 0:03:04.280,0:03:06.890 so far 0:03:05.000,0:03:09.380 you know that's that's actually you know 0:03:06.890,0:03:11.300 so what I tried to say what do you do 0:03:09.380,0:03:12.740 here a lot of let's there's a lot that 0:03:11.300,0:03:14.570 goes into this right there's gonna be a 0:03:12.740,0:03:17.630 lot of parts that I want to I want to 0:03:14.570,0:03:18.980 dig deeper in again because there's 0:03:17.630,0:03:20.060 there's a lot of people listening though 0:03:18.980,0:03:21.500 there's a lot of people watching they 0:03:20.060,0:03:23.500 have a lot of people that are just 0:03:21.500,0:03:26.420 starting their businesses right where 0:03:23.500,0:03:28.520 it's just so my reader it is finding the 0:03:26.420,0:03:30.260 people you know souls are as part as you 0:03:28.520,0:03:31.700 you won't know right this is all we've 0:03:30.260,0:03:32.630 been doing here it's finding the right 0:03:31.700,0:03:36.440 people sorry 0:03:32.630,0:03:38.330 finding the right personalities right so 0:03:36.440,0:03:41.150 let's talk about this this is a cleaning 0:03:38.330,0:03:44.210 industry yep right what in the world 0:03:41.150,0:03:48.200 were you thinking yeah what I asked you 0:03:44.210,0:03:49.460 and you said yes but like love people 0:03:48.200,0:03:51.680 know it like you don't need cleaning 0:03:49.460,0:03:53.570 experience right what did you when you 0:03:51.680,0:03:56.300 first started day one what did you start 0:03:53.570,0:03:58.250 to realize so well first of all my 0:03:56.300,0:03:59.840 background you know when you first asked 0:03:58.250,0:04:01.340 me that questions I said Helen oh I 0:03:59.840,0:04:02.900 remember you actually asked me like yo 0:04:01.340,0:04:04.280 man I'm like I don't want to clean 0:04:02.900,0:04:06.380 toilets man it's not something that I 0:04:04.280,0:04:08.330 want to do you know not that I felt that 0:04:06.380,0:04:09.860 it was too good for me it's just not the 0:04:08.330,0:04:11.480 industry that I thought that I was 0:04:09.860,0:04:13.490 interested in you know it's not 0:04:11.480,0:04:15.140 something that I thought number one I 0:04:13.490,0:04:17.570 was gonna be good at number two who 0:04:15.140,0:04:18.920 really didn't know you know I just knew 0:04:17.570,0:04:20.750 that you need help right and you're like 0:04:18.920,0:04:23.680 aw man how can I grow or how can I have 0:04:20.750,0:04:26.030 another extension of myself or you know 0:04:23.680,0:04:27.860 delegate some of those responsibilities 0:04:26.030,0:04:29.930 to help me grow my business right you 0:04:27.860,0:04:31.970 know and you know digging digging 0:04:29.930,0:04:34.220 further and further into it 0:04:31.970,0:04:35.690 we were able to say okay fine this is 0:04:34.220,0:04:37.430 you know little by little we were able 0:04:35.690,0:04:39.500 to find out okay this is exactly where 0:04:37.430,0:04:41.710 my niche needs to be and then end up of 0:04:39.500,0:04:44.600 course being you know in operations um 0:04:41.710,0:04:46.490 my first time you like you sing you know 0:04:44.600,0:04:49.340 back to the first time I know I don't 0:04:46.490,0:04:51.560 know man is this I all I knew is I had 0:04:49.340,0:04:53.780 skills from the previous company you 0:04:51.560,0:04:56.210 know companies through life experience 0:04:53.780,0:04:59.090 in management so that definitely helped 0:04:56.210,0:05:00.169 and I brought those past experiences to 0:04:59.090,0:05:01.400 here 0:05:00.169,0:05:03.560 you know it's funny that you mentioned 0:05:01.400,0:05:05.689 that it's funny because not having 0:05:03.560,0:05:08.659 Kleenex cleaning experience 0:05:05.689,0:05:10.069 I believed help and then you know as I 0:05:08.659,0:05:11.509 went into the industry and going in 0:05:10.069,0:05:13.430 years and years have passed now I 0:05:11.509,0:05:16.789 learned that it's actually better to not 0:05:13.430,0:05:19.340 have those bad habits or even have that 0:05:16.789,0:05:21.469 cleaning experience like if as you can 0:05:19.340,0:05:24.110 tell now we have a lot of managers that 0:05:21.469,0:05:26.840 did not have cleaning experience which I 0:05:24.110,0:05:30.740 think benefited us and has allowed us to 0:05:26.840,0:05:32.569 move and grow further and faster because 0:05:30.740,0:05:34.610 they took those skills that they had 0:05:32.569,0:05:35.539 from the experiences that they had at 0:05:34.610,0:05:38.810 their companies and then brought him 0:05:35.539,0:05:40.490 here man you know it's just it's crazy 0:05:38.810,0:05:42.139 but it's it's just a different approach 0:05:40.490,0:05:44.659 in different way of thinking you know 0:05:42.139,0:05:46.990 and I believe that because if you can 0:05:44.659,0:05:49.159 put those people in the right place 0:05:46.990,0:05:52.039 whether you got cleaning experience or 0:05:49.159,0:05:54.529 not you can fill that role with your 0:05:52.039,0:05:57.409 past experience with guidance right and 0:05:54.529,0:05:59.509 training yeah so so let's talk about cuz 0:05:57.409,0:06:01.189 if people you know I can't even tell you 0:05:59.509,0:06:05.839 to what I'm sharing this to everybody is 0:06:01.189,0:06:07.400 I always emphasize that you do have to 0:06:05.839,0:06:09.139 clean them when you first start we're 0:06:07.400,0:06:11.569 not saying that everybody starts and you 0:06:09.139,0:06:13.580 have to clean for 90 days right but do 0:06:11.569,0:06:15.949 you remember when you first bike yep we 0:06:13.580,0:06:18.469 set new in the field yep you you had to 0:06:15.949,0:06:21.020 learn how to sweep I mean I not that you 0:06:18.469,0:06:22.759 did okay we know the basics but it's a 0:06:21.020,0:06:25.039 different way we don't know it on a 0:06:22.759,0:06:28.759 commercial aspect as a business as a 0:06:25.039,0:06:30.500 service to companies right so how I mean 0:06:28.759,0:06:36.199 you know we always joke and say you know 0:06:30.500,0:06:38.509 that was the worst cleaner yeah yeah 0:06:36.199,0:06:40.310 like explain how your first couple 0:06:38.509,0:06:41.599 months how you had to clean though 0:06:40.310,0:06:44.089 absolutely 0:06:41.599,0:06:45.409 yeah the first couple weeks we just did 0:06:44.089,0:06:46.789 actually I thought it was a great 0:06:45.409,0:06:47.870 approach you said all right you're gonna 0:06:46.789,0:06:49.789 have to spend at least three or four 0:06:47.870,0:06:51.080 days with an office type of clean so you 0:06:49.789,0:06:51.860 have different types of clean well first 0:06:51.080,0:06:53.810 of all I didn't know that I thought 0:06:51.860,0:06:56.270 cleaning is cleaning right yeah so now I 0:06:53.810,0:06:58.669 know it's an art right so before it's 0:06:56.270,0:07:00.349 like okay when I first started it was 0:06:58.669,0:07:01.250 like I think two or three weeks were 0:07:00.349,0:07:03.439 you're like ah right here's what we do 0:07:01.250,0:07:05.029 for the first couple weeks we're gonna 0:07:03.439,0:07:07.009 do three or four days of just office 0:07:05.029,0:07:08.779 cleaning three or four days of 0:07:07.009,0:07:10.969 restaurant cleaning you know three or 0:07:08.779,0:07:12.870 four days of clinical cleaning you know 0:07:10.969,0:07:13.980 uh three or four days of 0:07:12.870,0:07:15.810 you know a different style of cleaning 0:07:13.980,0:07:18.660 like floor service cleaning maybe on the 0:07:15.810,0:07:20.760 special services side so having those 0:07:18.660,0:07:22.200 little tidbits of number one I didn't 0:07:20.760,0:07:23.550 know anything right you know I just okay 0:07:22.200,0:07:25.980 cool I want to clean my bedroom right 0:07:23.550,0:07:28.500 you know so then the good part is that 0:07:25.980,0:07:30.510 we had you know you to train me or at 0:07:28.500,0:07:32.730 the time we had Marley right so having 0:07:30.510,0:07:34.830 that you guys having that experience and 0:07:32.730,0:07:36.600 then passing that experience on and then 0:07:34.830,0:07:39.120 going into the field with the employees 0:07:36.600,0:07:40.740 that were there where they were already 0:07:39.120,0:07:42.780 felt where they already felt comfortable 0:07:40.740,0:07:44.430 so I was able to kind of shadow them and 0:07:42.780,0:07:46.410 then using their guidance and say no 0:07:44.430,0:07:48.060 this is the way you properly mop you do 0:07:46.410,0:07:49.950 the figure eight this is the way you 0:07:48.060,0:07:51.450 actually sweep you know you walk 0:07:49.950,0:07:54.090 backwards you know what I mean or you 0:07:51.450,0:07:55.950 push a push broom you're moving forward 0:07:54.090,0:07:57.900 and mopping is always backwards so you 0:07:55.950,0:07:59.340 know so like little things like that you 0:07:57.900,0:08:01.200 know always go with the line with the 0:07:59.340,0:08:03.150 grains you know little things like that 0:08:01.200,0:08:04.110 you learn holy crap I don't even think 0:08:03.150,0:08:08.520 about that stuff you know 0:08:04.110,0:08:11.280 um so having that number one I think was 0:08:08.520,0:08:13.830 able to allow me to put myself in other 0:08:11.280,0:08:16.290 people's shoes and not only that also 0:08:13.830,0:08:17.760 gain the respect for people especially 0:08:16.290,0:08:19.350 in management you want to make sure that 0:08:17.760,0:08:21.390 you have that experience and say oh yes 0:08:19.350,0:08:23.220 I clean myself I know what it takes 0:08:21.390,0:08:24.930 especially you know now especially what 0:08:23.220,0:08:26.190 comes with building a software right you 0:08:24.930,0:08:27.510 should know every ask that you should 0:08:26.190,0:08:28.860 know what a cleaner goes to a manager 0:08:27.510,0:08:29.970 goes through a supervisor also a trainer 0:08:28.860,0:08:31.620 goes through an inspector goes through 0:08:29.970,0:08:34.950 so you should be able to have that 0:08:31.620,0:08:36.270 experience as well as it might be you 0:08:34.950,0:08:38.790 need to have that experience to train 0:08:36.270,0:08:40.680 and lead so I mean because at the end of 0:08:38.790,0:08:44.100 the day that's what I eventually had to 0:08:40.680,0:08:46.410 do was lead right so let me segue it's a 0:08:44.100,0:08:48.540 perfect opportunity to talk about so 0:08:46.410,0:08:49.710 that man is a director of operations so 0:08:48.540,0:08:51.960 we're not saying that this is what you 0:08:49.710,0:08:53.220 have to do I've you know there's there's 0:08:51.960,0:08:54.930 operations people that come with 0:08:53.220,0:08:57.120 experience yeah not saying that that's 0:08:54.930,0:08:59.820 not bad but I didn't have it but do they 0:08:57.120,0:09:01.590 think about that like the fact that you 0:08:59.820,0:09:03.660 learned all that gained the respect of 0:09:01.590,0:09:05.670 the employees you gained the respect of 0:09:03.660,0:09:08.130 management that was already in place yes 0:09:05.670,0:09:09.930 right and then what did we start doing 0:09:08.130,0:09:12.000 cuz we come from sales right oh my gosh 0:09:09.930,0:09:14.440 you were able I gotta believe you but 0:09:12.000,0:09:16.600 you were able to sell the service 0:09:14.440,0:09:18.460 putting the brand because of doing the 0:09:16.600,0:09:21.420 work doing the work and that's the thing 0:09:18.460,0:09:24.130 that's like that was like the onboard 0:09:21.420,0:09:25.810 on-the-job training right being able to 0:09:24.130,0:09:27.700 explain those types of things because 0:09:25.810,0:09:29.140 when a client asks you something you 0:09:27.700,0:09:34.330 should be able to speak from experience 0:09:29.140,0:09:35.920 and I feel your dad is huge book yeah 0:09:34.330,0:09:37.060 it's you know it's almost like what they 0:09:35.920,0:09:38.440 say with the doctors right they're like 0:09:37.060,0:09:39.880 okay they're practicing you know in 0:09:38.440,0:09:41.020 school all day but what happens when you 0:09:39.880,0:09:42.250 have a real life on the table and you 0:09:41.020,0:09:44.140 need to do surgery it's gonna be a 0:09:42.250,0:09:45.700 little different right so having that 0:09:44.140,0:09:47.680 experience and actually doing the job 0:09:45.700,0:09:49.690 myself when a client says oh hey by the 0:09:47.680,0:09:52.270 way why wasn't this vacuumed or why 0:09:49.690,0:09:54.790 wasn't this done this way okay you can 0:09:52.270,0:09:57.280 speak on the reason you know and now 0:09:54.790,0:09:59.560 yeah with conviction there's a big 0:09:57.280,0:10:01.450 difference of someone saying and re 0:09:59.560,0:10:02.470 being able to read the BS and like how 0:10:01.450,0:10:02.620 this guy does know what he's talking 0:10:02.470,0:10:04.210 about 0:10:02.620,0:10:05.770 this is giving any excuse but when you 0:10:04.210,0:10:07.870 can actually legit speak to somebody 0:10:05.770,0:10:10.420 look them in the eyes and give them an 0:10:07.870,0:10:12.640 actual real reason and not only that 0:10:10.420,0:10:14.380 have them feel the experience and put it 0:10:12.640,0:10:16.480 into their perception to where they 0:10:14.380,0:10:18.370 understand and say you're right that 0:10:16.480,0:10:19.780 happens to me at home I know it's 0:10:18.370,0:10:21.370 exactly what you're talking about 0:10:19.780,0:10:23.290 well that's also the sales part that 0:10:21.370,0:10:24.970 comes in on me you know I'm Nana but 0:10:23.290,0:10:26.380 being able to speak on that experience 0:10:24.970,0:10:28.600 and make it relevant to that person so 0:10:26.380,0:10:30.790 they understand what you mean it's 0:10:28.600,0:10:33.160 genuine you can't get better than a 0:10:30.790,0:10:36.190 genuine understanding of something yeah 0:10:33.160,0:10:38.920 I mean it's like and these are the bits 0:10:36.190,0:10:40.840 and pieces and a lot of people not that 0:10:38.920,0:10:44.020 they forget but this is why I always 0:10:40.840,0:10:45.460 talk about ownership right like I know 0:10:44.020,0:10:47.170 in the beginning you probably heard me 0:10:45.460,0:10:48.310 say you know the doc treats that gets 0:10:47.170,0:10:51.130 your business treat it like it's your 0:10:48.310,0:10:53.200 company but you guys and you gotta say 0:10:51.130,0:10:55.930 the rest of our team right this is how 0:10:53.200,0:10:59.320 we do it and it's a big reason why I 0:10:55.930,0:11:01.330 think we're successful is you were you 0:10:59.320,0:11:04.089 were the brand on your on your sleeve on 0:11:01.330,0:11:06.070 your heart it's a decision company right 0:11:04.089,0:11:08.770 do you think make sure that attributes 0:11:06.070,0:11:11.020 to the success I do I truly do because I 0:11:08.770,0:11:12.990 mean as people know I mean anybody can 0:11:11.020,0:11:15.820 ask me I get phone calls to the night I 0:11:12.990,0:11:16.320 remember by the way in in the beginning 0:11:15.820,0:11:17.460 of the conversation 0:11:16.320,0:11:19.560 when you asked me about when I first 0:11:17.460,0:11:21.690 started so the first six months I didn't 0:11:19.560,0:11:23.310 sleep and I genuinely gently because I 0:11:21.690,0:11:26.160 took the responsibility on an ownership 0:11:23.310,0:11:28.470 I did not I remember like I had to 0:11:26.160,0:11:30.480 figure out and stupid me I didn't think 0:11:28.470,0:11:32.970 Oh turn your alert off on your phone but 0:11:30.480,0:11:34.580 I was so worried from the software that 0:11:32.970,0:11:38.220 we were working together building on 0:11:34.580,0:11:39.600 that I just didn't think to not who else 0:11:38.220,0:11:41.490 is gonna answer it it's just me right 0:11:39.600,0:11:43.470 you know what I mean so and you know our 0:11:41.490,0:11:45.390 our businesses 24 hours so the alerts 0:11:43.470,0:11:46.980 were coming in through the night so I 0:11:45.390,0:11:50.820 just for the first six months I legit 0:11:46.980,0:11:52.800 did not sleep and that I mean I guess I 0:11:50.820,0:11:53.370 kind of just put that responsibility on 0:11:52.800,0:11:55.650 myself 0:11:53.370,0:11:57.300 um because number one I had to make it 0:11:55.650,0:11:59.490 work because it was a career move and a 0:11:57.300,0:12:00.750 career change for me oh now that you're 0:11:59.490,0:12:02.400 my best friend at the time I can't let 0:12:00.750,0:12:04.050 you down but not only that letting 0:12:02.400,0:12:06.330 myself down to write like you don't want 0:12:04.050,0:12:07.350 to do that so truly taking ownership of 0:12:06.330,0:12:10.230 somebody and finding out if they 0:12:07.350,0:12:12.630 actually have you 100% invested interest 0:12:10.230,0:12:14.820 into that I just think that's the only 0:12:12.630,0:12:16.500 way to be successful now finding the 0:12:14.820,0:12:18.180 right person to do that is a whole 0:12:16.500,0:12:20.580 nother story right not everybody's gonna 0:12:18.180,0:12:22.710 be blood in blood out it just so happens 0:12:20.580,0:12:24.450 you follow somebody like that because I 0:12:22.710,0:12:26.010 was interested in it and of course we 0:12:24.450,0:12:27.870 had a history together because were her 0:12:26.010,0:12:30.270 friends and ones at school together but 0:12:27.870,0:12:33.870 I also had the skills right it just kind 0:12:30.270,0:12:35.670 of worked out but that's why key in I 0:12:33.870,0:12:38.130 believe that what you did is in keys 0:12:35.670,0:12:39.210 finding that right person to help you 0:12:38.130,0:12:42.750 and assist you in order to be that 0:12:39.210,0:12:44.700 extension of yourself and the timing was 0:12:42.750,0:12:46.410 right to can think about timing to it's 0:12:44.700,0:12:47.520 not just the right person what you know 0:12:46.410,0:12:48.690 what personal things do they got going 0:12:47.520,0:12:50.100 on through their life you know what I 0:12:48.690,0:12:51.030 mean like they could be the perfect 0:12:50.100,0:12:52.260 person but could be going through 0:12:51.030,0:12:53.970 personal things in their life it could 0:12:52.260,0:12:56.670 be disastrous this is not the right sign 0:12:53.970,0:12:58.410 so kind of like the Stars have to almost 0:12:56.670,0:13:00.570 align you know they can be the perfect 0:12:58.410,0:13:02.880 person but not the right timing so it 0:13:00.570,0:13:05.010 just worked so at the time it just 0:13:02.880,0:13:07.980 really worked out and I truly took 0:13:05.010,0:13:11.040 ownership of that and I think we as a 0:13:07.980,0:13:13.110 whole here now looking back we've done a 0:13:11.040,0:13:14.400 pretty good job of finding the right 0:13:13.110,0:13:15.030 people and putting those people in those 0:13:14.400,0:13:17.760 places 0:13:15.030,0:13:19.700 um but not it's not just that you gotta 0:13:17.760,0:13:21.720 guide people you got to give them 0:13:19.700,0:13:23.520 structure you got to let them know and 0:13:21.720,0:13:25.230 say hey this is what you need to do this 0:13:23.520,0:13:28.110 is where the gaps that we need to fill 0:13:25.230,0:13:28.950 you know at the time we were still kind 0:13:28.110,0:13:30.480 of learning okay 0:13:28.950,0:13:32.250 maybe we should be director of 0:13:30.480,0:13:33.870 operations and run the software and then 0:13:32.250,0:13:35.160 kind of operate and then start training 0:13:33.870,0:13:37.170 and then training the trainer's and this 0:13:35.160,0:13:38.940 and this net but that's what you do 0:13:37.170,0:13:42.300 that's part of that growing process 0:13:38.940,0:13:42.779 right and I think what we did was we 0:13:42.300,0:13:44.910 took it slow 0:13:42.779,0:13:46.139 I even grew fast I'm gonna be wrong in 0:13:44.910,0:13:48.360 the last four years we've grown 0:13:46.139,0:13:50.730 tremendously but we still did it 0:13:48.360,0:13:53.070 strategically slow and I think by hiring 0:13:50.730,0:13:54.660 the right people we were able to not 0:13:53.070,0:13:56.639 fall on our face and grow too fast 0:13:54.660,0:13:58.889 yeah because so let's talk about growth 0:13:56.639,0:14:01.350 right we we did grow fast right the 0:13:58.889,0:14:03.510 company did grow fast yeah and Barry we 0:14:01.350,0:14:05.399 talked about you know people want to be 0:14:03.510,0:14:08.010 corporate so quickly or do you want to 0:14:05.399,0:14:12.480 stay family-oriented and we use the word 0:14:08.010,0:14:15.570 hybrid right and I feel like you have to 0:14:12.480,0:14:16.769 be hybrid right because we we want 0:14:15.570,0:14:18.779 corporate structures well you can't 0:14:16.769,0:14:20.519 forget about the family touch you need a 0:14:18.779,0:14:22.560 little bit of a hybrid of both yeah but 0:14:20.519,0:14:25.230 it does it doesn't happen overnight like 0:14:22.560,0:14:27.050 you guys you said you you put trial and 0:14:25.230,0:14:28.800 error trial and error but then we took 0:14:27.050,0:14:31.350 experiences from her past 0:14:28.800,0:14:32.760 yeah so I wanted to to kind of give the 0:14:31.350,0:14:34.980 people a little you know peel the onion 0:14:32.760,0:14:37.410 back and tell people where we actually 0:14:34.980,0:14:38.880 came from where you know Dominick and I 0:14:37.410,0:14:40.769 went to the same high school but we 0:14:38.880,0:14:43.890 didn't really hang out and I fit in high 0:14:40.769,0:14:45.630 school but then we circled back in touch 0:14:43.890,0:14:48.149 base where I Dom actually became a 0:14:45.630,0:14:50.459 mentor for me in the sales business in 0:14:48.149,0:14:52.230 the mortgage industry so let's tell 0:14:50.459,0:14:54.420 people how you know where do we meet 0:14:52.230,0:14:56.029 there to where we are today visit I 0:14:54.420,0:15:00.120 think this some of the funniest stories 0:14:56.029,0:15:01.380 yeah so so I started off I was uh long 0:15:00.120,0:15:03.120 story short I'll try to give to you I 0:15:01.380,0:15:04.829 was a telemarketer in the mortgage 0:15:03.120,0:15:06.680 industry then work my way up to an 0:15:04.829,0:15:09.720 appointment setter then a loan officer 0:15:06.680,0:15:12.720 then I ran a whole department which was 0:15:09.720,0:15:14.640 on an entire Spanish department as a 0:15:12.720,0:15:16.050 loan officer I think I had like I mean I 0:15:14.640,0:15:18.300 Robin I think had like 20 people under 0:15:16.050,0:15:21.329 us or something like that um and we 0:15:18.300,0:15:22.769 actually needed a translator and at the 0:15:21.329,0:15:25.170 time it was like you know the refi a 0:15:22.769,0:15:26.699 purchase boom and you know mortgages and 0:15:25.170,0:15:30.600 people are making hand over fist and the 0:15:26.699,0:15:32.310 economy is good so Rob and of course I 0:15:30.600,0:15:33.899 went to school with Rick and Rob to kill 0:15:32.310,0:15:35.070 me we should bring Ricky on and Bob 0:15:33.899,0:15:36.330 Longley whatever 0:15:35.070,0:15:38.430 takes man whatever it is you know we 0:15:36.330,0:15:40.100 needed that bilingual person that but 0:15:38.430,0:15:43.410 again you had to have that sales 0:15:40.100,0:15:44.610 skillset so they're in Rob's I do with 0:15:43.410,0:15:46.980 the right guidance we could show him 0:15:44.610,0:15:48.480 Baba and then Ricky came on board man 0:15:46.980,0:15:50.340 and that's really the first time I had 0:15:48.480,0:15:51.480 that working relationship cuz man you 0:15:50.340,0:15:54.240 can have a great friend but you can't 0:15:51.480,0:15:56.460 work with them like that's a whole 0:15:54.240,0:15:58.080 nother story that's like you know being 0:15:56.460,0:15:59.520 married to somebody and then like okay 0:15:58.080,0:16:01.830 cool person life's great but we work 0:15:59.520,0:16:04.050 together you know so in this particular 0:16:01.830,0:16:07.590 case you know Ricky and I work together 0:16:04.050,0:16:09.840 in the in the mortgage business from 0:16:07.590,0:16:12.030 there we went to actually multiple 0:16:09.840,0:16:15.390 different companies and then me and Rick 0:16:12.030,0:16:17.490 actually partnered up as loan officers 0:16:15.390,0:16:20.610 together with real estate agents we had 0:16:17.490,0:16:22.230 our own office we have 45 real estate 0:16:20.610,0:16:24.030 agents I don't know if I'm gonna drop it 0:16:22.230,0:16:25.860 into the company that won't so we were 0:16:24.030,0:16:30.030 we were able to go ahead and actually 0:16:25.860,0:16:31.410 learn that worth ethic together what 0:16:30.030,0:16:32.280 chant I can tell you big change is 0:16:31.410,0:16:34.380 something that you I don't even know if 0:16:32.280,0:16:35.760 you realize this but I was thinking 0:16:34.380,0:16:37.800 about this a couple years ago and 0:16:35.760,0:16:39.120 something in me and Rick changed 0:16:37.800,0:16:41.070 together and I don't know if he 0:16:39.120,0:16:42.810 remembers this but remember we like how 0:16:41.070,0:16:43.770 people right now they get emails and get 0:16:42.810,0:16:45.570 text messages 0:16:43.770,0:16:47.640 now this is the era of like when text 0:16:45.570,0:16:50.820 message is just like really like getting 0:16:47.640,0:16:54.390 full force on so this is like mm and 0:16:50.820,0:16:54.920 maybe 7 2008 something like that is 0:16:54.390,0:16:57.900 right 0:16:54.920,0:17:01.440 well what changed drastically is like 0:16:57.900,0:17:03.090 response time so well I've learned is 0:17:01.440,0:17:04.920 like the squeaky bird gets hurt right 0:17:03.090,0:17:06.870 and especially in the sales field like 0:17:04.920,0:17:08.160 any time Ricky I'm sure if you if you 0:17:06.870,0:17:09.780 remember this we would be in the office 0:17:08.160,0:17:10.920 and like as soon as an email came in or 0:17:09.780,0:17:12.209 whatever all right I got me thinking put 0:17:10.920,0:17:13.980 a little boom there see people are like 0:17:12.209,0:17:15.870 they don't answer emails to like three 0:17:13.980,0:17:18.240 hours later there's like four or five 0:17:15.870,0:17:21.240 hours yeah it's an email it's not a big 0:17:18.240,0:17:23.579 deal so we actually changed our level of 0:17:21.240,0:17:25.380 communication together because we were 0:17:23.579,0:17:27.689 sitting in an office just like this and 0:17:25.380,0:17:30.000 just man how can we better ourselves and 0:17:27.689,0:17:31.500 we actually naturally evolved about it 0:17:30.000,0:17:33.270 and never spoke about it I'm not sure if 0:17:31.500,0:17:35.670 you remember that so till this day 0:17:33.270,0:17:37.440 that's why my response time my trends my 0:17:35.670,0:17:38.850 communication how huge is communication 0:17:37.440,0:17:40.470 like it's like 50% of the work right 0:17:38.850,0:17:43.390 ones doing the job seconds that 0:17:40.470,0:17:45.460 communicated so that actually 0:17:43.390,0:17:46.960 changed and that's why you are the way 0:17:45.460,0:17:49.150 you are today in the way that I am today 0:17:46.960,0:17:50.710 is like text messages comes in yeah I'm 0:17:49.150,0:17:52.390 pretty good at responding email comes in 0:17:50.710,0:17:54.160 you're just as fast using people 0:17:52.390,0:17:55.690 separate the difference I don't I treat 0:17:54.160,0:17:58.300 the email just like it is a text message 0:17:55.690,0:17:59.650 I don't wait 24 hours to give back you 0:17:58.300,0:18:02.350 know why because people feel that 0:17:59.650,0:18:03.610 urgency especially the Salem old and 0:18:02.350,0:18:05.500 that's where we were in right we were 0:18:03.610,0:18:07.000 selling mortgages at the time so again 0:18:05.500,0:18:09.070 we brought those types of skills here 0:18:07.000,0:18:11.760 man and I believe if you take those 0:18:09.070,0:18:14.680 types of skills that can help you sell 0:18:11.760,0:18:16.360 man that's that's the front part of 0:18:14.680,0:18:18.190 selling but then there's also indirect 0:18:16.360,0:18:19.990 service it's the service that's the 0:18:18.190,0:18:21.880 indirect selling right you're servicing 0:18:19.990,0:18:23.290 and you're giving that person and making 0:18:21.880,0:18:26.830 them feel like they're the only client 0:18:23.290,0:18:28.870 in the world without even purposely 0:18:26.830,0:18:30.610 trying to sell them just part returning 0:18:28.870,0:18:32.410 their emails they feel so important like 0:18:30.610,0:18:33.850 I'm like oh my god the end their reply 0:18:32.410,0:18:35.050 thank you so much we're getting their 0:18:33.850,0:18:37.210 mail back so fast 0:18:35.050,0:18:38.320 what is it just nowadays man just shut 0:18:37.210,0:18:41.880 your phone an email just like in a 0:18:38.320,0:18:44.770 second text message that you you are 0:18:41.880,0:18:46.750 responding even more so than read 0:18:44.770,0:18:48.910 sometimes but it's not easy but I live 0:18:46.750,0:18:51.430 in breathing but I made it a natural 0:18:48.910,0:18:54.010 habit yeah but you probably never 0:18:51.430,0:18:55.990 realize that that happened at that place 0:18:54.010,0:18:57.700 when we had those 45 evolutions because 0:18:55.990,0:18:58.690 I remember yo we got to get back to the 0:18:57.700,0:18:59.950 underwriter so we got to get back down 0:18:58.690,0:19:01.990 the agent we have to do subscribe to 0:18:59.950,0:19:04.120 that now now now because time is money 0:19:01.990,0:19:08.590 yeah time is money people forget about 0:19:04.120,0:19:09.850 that yeah like oh you know I'm doing I'm 0:19:08.590,0:19:11.710 gonna try to get all the rookies nothing 0:19:09.850,0:19:14.530 to hold me tomorrow so then we'll see 0:19:11.710,0:19:17.500 meanwhile the people that think like we 0:19:14.530,0:19:18.580 do or don't think like we do they're 0:19:17.500,0:19:21.310 ready got back they were talking three 0:19:18.580,0:19:22.420 times you might loss with you tape I 0:19:21.310,0:19:43.000 move to another thing coming 0:19:22.420,0:19:45.010 because they responded already yeah I 0:19:43.000,0:19:46.750 remember it was tell me thing we're now 0:19:45.010,0:19:48.280 it was seven hundred and fourteen 0:19:46.750,0:19:51.570 dollars every two weeks every two weeks 0:19:48.280,0:19:55.169 and that got us back so we learned here 0:19:51.570,0:19:57.029 I was killing it you learn how to do a 0:19:55.169,0:20:00.269 kill this whole chunk yeah 0:19:57.029,0:20:02.429 and then we left that job back story 0:20:00.269,0:20:05.389 yours yeah we worked three or four 0:20:02.429,0:20:07.739 worketh report companies oh yeah 0:20:05.389,0:20:10.229 and then it was that last company that 0:20:07.739,0:20:12.809 we separated you went one direction but 0:20:10.229,0:20:14.220 you would do it where I think helped you 0:20:12.809,0:20:16.919 evolve even more as you would to a 0:20:14.220,0:20:18.960 corporate structure I did it I got into 0:20:16.919,0:20:22.129 the operations side without even knowing 0:20:18.960,0:20:25.979 hmm so I got into the processing 0:20:22.129,0:20:29.159 underwriting foreclosures deed and lose 0:20:25.979,0:20:30.479 re owes to where the back basically from 0:20:29.159,0:20:31.919 the application I learned from the 0:20:30.479,0:20:33.509 application stage all the way to when 0:20:31.919,0:20:35.399 the bank actually takes it back I 0:20:33.509,0:20:38.039 haven't done it to the special projects 0:20:35.399,0:20:39.749 of like loss mitigation that's where I 0:20:38.039,0:20:41.429 learned on that's how I got my award 0:20:39.749,0:20:43.679 with the whole loss mitigation and 0:20:41.429,0:20:45.330 negotiations called the call model so I 0:20:43.679,0:20:48.299 was able to learn my negotiation skills 0:20:45.330,0:20:51.869 and learning how to empathize you know 0:20:48.299,0:20:53.789 help people and I hate to use the word 0:20:51.869,0:20:55.200 control being able to learn how to 0:20:53.789,0:20:56.999 actually control the conversation to 0:20:55.200,0:20:59.759 break it down by sentences so items so 0:20:56.999,0:21:01.590 yeah so that is where I really got into 0:20:59.759,0:21:03.210 the corporate world and learn that 0:21:01.590,0:21:04.379 corporate structure like yo you're not 0:21:03.210,0:21:04.769 supposed to hear 901 you're supposed to 0:21:04.379,0:21:06.749 be 9 o'clock 0:21:04.769,0:21:08.609 yeah like you need to clock in you need 0:21:06.749,0:21:10.019 to do this and here's your boss you got 0:21:08.609,0:21:12.599 to report to your boss and the net loss 0:21:10.019,0:21:15.059 reports to the boss's boss and having a 0:21:12.599,0:21:16.679 real structure as a law officer you know 0:21:15.059,0:21:18.960 with especially them and in the whole 0:21:16.679,0:21:19.739 simpler than the broker world you come 0:21:18.960,0:21:21.570 and go so please 0:21:19.739,0:21:23.700 your only commissions you do what you 0:21:21.570,0:21:24.659 want guess what you work you can pay you 0:21:23.700,0:21:27.929 don't work you don't get paid 0:21:24.659,0:21:31.169 yeah very different so I and I feel like 0:21:27.929,0:21:33.149 that brought so much relevancy for us as 0:21:31.169,0:21:34.559 far as we just said all the stages of a 0:21:33.149,0:21:37.200 loan right yeah because it's funny I 0:21:34.559,0:21:39.269 write I attribute a lot of our success 0:21:37.200,0:21:40.710 to the loan process learning the loan 0:21:39.269,0:21:43.049 process right because whatever we do 0:21:40.710,0:21:45.539 there is steps except what do we do here 0:21:43.049,0:21:47.070 yeah steps right yes you get the phone 0:21:45.539,0:21:49.289 call you get to you know walk through 0:21:47.070,0:21:52.109 you get the estimate you sell you win 0:21:49.289,0:21:54.479 the contract now comes operations like 0:21:52.109,0:21:57.599 we've learned so many steps in the past 0:21:54.479,0:21:59.159 we just implement the examiner snc and I 0:21:57.599,0:21:59.789 learned from affiliate partners that we 0:21:59.159,0:22:02.609 have they 0:21:59.789,0:22:04.889 actually don't even know on how to even 0:22:02.609,0:22:06.450 start to implementing steps and that's 0:22:04.889,0:22:08.519 what I learned and I think that that's 0:22:06.450,0:22:10.619 already back we get back things as a 0:22:08.519,0:22:11.909 partnership exactly every time I've 0:22:10.619,0:22:12.960 talked to it I always talked to new 0:22:11.909,0:22:14.309 affiliate partners because you know 0:22:12.960,0:22:17.070 we're growing in different states and 0:22:14.309,0:22:19.320 now by the way we're in 14 states now 0:22:17.070,0:22:20.850 which is I don't think we're gonna be in 0:22:19.320,0:22:22.169 14 states in such a short amount of time 0:22:20.850,0:22:22.559 you remember I've only been here for 14 0:22:22.169,0:22:25.169 years 0:22:22.559,0:22:27.359 I'm sorry for elective I've only been 0:22:25.169,0:22:29.190 here for four years and we were only in 0:22:27.359,0:22:31.619 two states when I was here so when I 0:22:29.190,0:22:34.379 first started so that being the case and 0:22:31.619,0:22:37.049 learning that I've learned that a lot of 0:22:34.379,0:22:39.869 the you know smaller to medium-sized 0:22:37.049,0:22:40.590 companies they just either don't have 0:22:39.869,0:22:42.869 Mentors 0:22:40.590,0:22:44.580 or they just don't have the education or 0:22:42.869,0:22:46.169 maybe maybe they're not thinking out of 0:22:44.580,0:22:49.440 the box or maybe they might have a 0:22:46.169,0:22:51.090 platform like this to learn from you 0:22:49.440,0:22:52.710 know now that yet we have YouTube now we 0:22:51.090,0:22:54.299 have you know Facebook and we have all 0:22:52.710,0:22:56.519 these different type of social medias 0:22:54.299,0:22:58.619 you can do that but I think it's also to 0:22:56.519,0:23:00.690 people you know may might may not know 0:22:58.619,0:23:02.190 how to grow you know but I think like 0:23:00.690,0:23:04.080 what you're doing right now being able 0:23:02.190,0:23:06.269 to say hey let me interview different 0:23:04.080,0:23:08.220 you know cleaning companies or different 0:23:06.269,0:23:10.320 apps aspects of the business whether it 0:23:08.220,0:23:12.389 be an inspector like me and Director of 0:23:10.320,0:23:14.399 Operations what makes you different how 0:23:12.389,0:23:18.210 can you do these things and being able 0:23:14.399,0:23:20.220 to shine light on those different 0:23:18.210,0:23:23.340 departments or services or managers or 0:23:20.220,0:23:24.960 supervisors this type of stuff can help 0:23:23.340,0:23:26.729 bring out those people and help them 0:23:24.960,0:23:27.720 grow their business especially without 0:23:26.729,0:23:30.570 like a shirt that you're wearing right 0:23:27.720,0:23:32.609 now having those softwares and being 0:23:30.570,0:23:35.909 able to say hey there's a tool out there 0:23:32.609,0:23:37.259 to help you and I think that it is again 0:23:35.909,0:23:39.149 I'm gonna experience from the experience 0:23:37.259,0:23:42.509 with affiliate partners they don't have 0:23:39.149,0:23:44.759 a lot of those tools or even know about 0:23:42.509,0:23:46.559 a lot of those tools to help them grow 0:23:44.759,0:23:47.759 because it's the end of the day man come 0:23:46.559,0:23:49.559 on man you want everybody to make money 0:23:47.759,0:23:51.749 it's not fun all the way inviting on 0:23:49.559,0:23:54.359 alone at the top no that's why I think 0:23:51.749,0:23:55.979 the collaboration that we bring working 0:23:54.359,0:23:57.479 with a lot you know like you said for 0:23:55.979,0:24:01.019 the partners or just our employees here 0:23:57.479,0:24:03.450 we're always teaching right and we're so 0:24:01.019,0:24:05.639 there's so many aspects elements of a 0:24:03.450,0:24:08.460 cleaning business that it's it's pretty 0:24:05.639,0:24:10.659 from the outside looking in hold your 0:24:08.460,0:24:13.419 thought of a cleaning business across 0:24:10.659,0:24:15.639 everybody thinks it's easy yeah but if 0:24:13.419,0:24:18.549 you actually treat it like you know it's 0:24:15.639,0:24:20.049 a professional organization you've got 0:24:18.549,0:24:21.879 kind of departments that we that we have 0:24:20.049,0:24:23.590 try we're not even the word we're not 0:24:21.879,0:24:26.799 scratching the surface no we have so 0:24:23.590,0:24:28.359 much more to do so far let's say let's 0:24:26.799,0:24:29.499 say because a lot of the listeners an 0:24:28.359,0:24:31.869 audience ready to be small business 0:24:29.499,0:24:33.519 owners you know clean business owners I 0:24:31.869,0:24:35.649 want to grow and grow they're stuck 0:24:33.519,0:24:38.769 doing a lot of work yes I've been there 0:24:35.649,0:24:46.149 I know I know what that feeling is and 0:24:38.769,0:24:47.859 I'm not saying Jane all these people 0:24:46.149,0:24:49.840 that we know our family and run 0:24:47.859,0:24:52.929 departments here with us yeah take it 0:24:49.840,0:24:56.200 step by step right you you set patience 0:24:52.929,0:24:58.479 patiently yeah what what would you say 0:24:56.200,0:25:01.090 it was the most important thing when you 0:24:58.479,0:25:03.009 saw us growing you saw everything in the 0:25:01.090,0:25:04.840 inside hmm what are some inside tips 0:25:03.009,0:25:07.840 that you could give so the number one 0:25:04.840,0:25:09.399 thing is to is this in my opinion how is 0:25:07.840,0:25:11.320 definitely whether like I said whether 0:25:09.399,0:25:11.799 it's social media some type of help 0:25:11.320,0:25:16.269 right 0:25:11.799,0:25:18.789 um so something that you did I I think 0:25:16.269,0:25:20.349 is huge so to help people like that that 0:25:18.789,0:25:21.999 are in that small business or maybe 0:25:20.349,0:25:25.269 trying to get to the medium sizes or 0:25:21.999,0:25:27.070 grow their small business so a lot of 0:25:25.269,0:25:29.019 people unfortunately there's two things 0:25:27.070,0:25:32.590 that have to be done and it's just a 0:25:29.019,0:25:36.070 fact number one sacrifice number two 0:25:32.590,0:25:38.379 hard work so I think those two things I 0:25:36.070,0:25:41.349 believe again this is just my opinion I 0:25:38.379,0:25:43.629 believe are the some of the key things 0:25:41.349,0:25:45.070 and the only reason why I mentioned 0:25:43.629,0:25:46.479 those two things in the beginning is 0:25:45.070,0:25:49.479 number one you are gonna have to bust 0:25:46.479,0:25:51.789 your butt meaning physically right 0:25:49.479,0:25:53.559 whether it be finding that other person 0:25:51.789,0:25:57.999 or about finding that right software or 0:25:53.559,0:26:00.519 finding that new way to change your 0:25:57.999,0:26:02.619 thought process right and the sacrifice 0:26:00.519,0:26:04.929 part is you are gonna sacrifice number 0:26:02.619,0:26:05.470 one time with whether it be your family 0:26:04.929,0:26:07.480 or be 0:26:05.470,0:26:09.190 away from your family number two it 0:26:07.480,0:26:10.690 could be money you know sacrificing 0:26:09.190,0:26:13.000 money to say okay fine I'd rather pay 0:26:10.690,0:26:14.740 like the Domenic right like me right you 0:26:13.000,0:26:16.179 may say fine if I'm making it again 0:26:14.740,0:26:18.400 hypothetically if I'm making this amount 0:26:16.179,0:26:19.510 of money let's pretend it's $50,000 a 0:26:18.400,0:26:21.580 year whatever you're making I don't know 0:26:19.510,0:26:24.340 you know and then okay I'm gonna cut 0:26:21.580,0:26:28.179 myself $25,000 I'll make 25,000 he means 0:26:24.340,0:26:29.860 25,000 and then that can help us grow to 0:26:28.179,0:26:32.140 make more money in the long run there 0:26:29.860,0:26:33.669 has to be you're gonna have to give it 0:26:32.140,0:26:35.530 take somehow you're gonna have to put 0:26:33.669,0:26:37.659 some type of sacrifice in order to grow 0:26:35.530,0:26:39.309 you may possibly look at it might be a 0:26:37.659,0:26:42.970 step back but if you can take two steps 0:26:39.309,0:26:44.980 forward that's a dance I mean that's a 0:26:42.970,0:26:46.840 great point where cuz a lot of people 0:26:44.980,0:26:48.159 get stuck on why we're so hard for a 0:26:46.840,0:26:50.049 couple years you know I earn this amount 0:26:48.159,0:26:51.880 of money or salary well then you're 0:26:50.049,0:26:53.980 gonna get stuck you'll just stay there 0:26:51.880,0:26:55.539 you only one person how can you get how 0:26:53.980,0:26:57.669 can you that's like saying one head 0:26:55.539,0:26:59.740 meets all know what there's a reason why 0:26:57.669,0:27:00.700 they say more what is it two heads are 0:26:59.740,0:27:02.770 better than one what do they say you 0:27:00.700,0:27:04.150 know that saying is going yeah like you 0:27:02.770,0:27:06.400 know more heads are better than you know 0:27:04.150,0:27:08.590 you're a lot smarter you're collectively 0:27:06.400,0:27:10.299 thinking you know if you're just it's 0:27:08.590,0:27:11.679 like having blinders on right well okay 0:27:10.299,0:27:13.659 so if you're only going to see one way 0:27:11.679,0:27:15.220 well what about having multiple eyes and 0:27:13.659,0:27:17.440 multiple people with multiple opinions 0:27:15.220,0:27:19.110 how are you supposed to grow I gotta say 0:27:17.440,0:27:23.679 you know pry a little guilty yourself 0:27:19.110,0:27:25.960 delegation delegation yeah yeah I think 0:27:23.679,0:27:29.020 that comfort level that's yeah exactly 0:27:25.960,0:27:30.970 right so delegation that's a tough one 0:27:29.020,0:27:33.039 for me because I want and then that 0:27:30.970,0:27:34.600 that's me a personal issue right because 0:27:33.039,0:27:37.240 delegation for me is I have to 0:27:34.600,0:27:38.260 physically and mentally feel comfortable 0:27:37.240,0:27:40.270 with that person taking on that 0:27:38.260,0:27:42.970 responsibility so if I need to hire a 0:27:40.270,0:27:44.679 manager or or a man if that already is 0:27:42.970,0:27:46.360 there and give that responsibility to 0:27:44.679,0:27:47.770 them yeah I'm still gonna double-check 0:27:46.360,0:27:50.289 their work until I feel completely 0:27:47.770,0:27:51.880 comfortable and blah blah yeah that man 0:27:50.289,0:27:53.470 that is a Hartmann and you're right what 0:27:51.880,0:27:54.370 is a small business owner gonna do when 0:27:53.470,0:27:56.919 they're like no no I want to clean 0:27:54.370,0:27:58.600 myself I want to myself you know because 0:27:56.919,0:27:59.200 I feel comfortable that it will be taken 0:27:58.600,0:28:01.210 care of 0:27:59.200,0:28:02.470 yeah you're gonna have to like I said 0:28:01.210,0:28:03.760 sacrifice right here that you're gonna 0:28:02.470,0:28:06.370 have to sacrifice a little bit of that 0:28:03.760,0:28:07.780 trust and give them some of that now are 0:28:06.370,0:28:10.900 there things and steps that you can take 0:28:07.780,0:28:12.460 today sure go check your work you know 0:28:10.900,0:28:16.190 go with them go hold their hand a little 0:28:12.460,0:28:19.010 bit show up the last 15 minutes you know 0:28:16.190,0:28:21.290 let's talk about failures to the point 0:28:19.010,0:28:23.120 of because I was that guy - I was a 0:28:21.290,0:28:24.950 control freak where you would always 0:28:23.120,0:28:26.300 tell me Rick I got this let me do it let 0:28:24.950,0:28:30.080 me do it I wouldn't let you do it no I 0:28:26.300,0:28:32.690 had work I would let you do it even if 0:28:30.080,0:28:34.190 you had a hiccup and I told you once a 0:28:32.690,0:28:36.860 man that said let's do it this way 0:28:34.190,0:28:39.350 exactly do you learn yeah exactly right 0:28:36.860,0:28:41.060 that's what I feel like people have to 0:28:39.350,0:28:43.370 do is I'll let you you're gonna lose in 0:28:41.060,0:28:44.780 a cow exact you're good bye if you have 0:28:43.370,0:28:46.190 the sacrifice losing your counsel 0:28:44.780,0:28:48.440 something to learn not to do well think 0:28:46.190,0:28:49.880 the one way but then they're gonna be 0:28:48.440,0:28:53.240 able to manage your leads the other 0:28:49.880,0:28:55.100 counts today do it and you just sent up 0:28:53.240,0:28:56.750 a word lead right there and then there's 0:28:55.100,0:28:59.540 another two things that I'd like to talk 0:28:56.750,0:29:01.880 about is number one leadership and 0:28:59.540,0:29:04.580 mentoring so what did you just say right 0:29:01.880,0:29:06.260 now being able to lead you know is like 0:29:04.580,0:29:08.270 saying okay fine I'll give you that 0:29:06.260,0:29:10.070 responsibility as a leader does right 0:29:08.270,0:29:11.600 you know but then you said like oh 0:29:10.070,0:29:13.220 critiquing their work okay don't do it 0:29:11.600,0:29:15.200 this time do it this way now well that's 0:29:13.220,0:29:18.290 a teacher right that's mentoring so I 0:29:15.200,0:29:20.780 think part of that being able to be 0:29:18.290,0:29:23.600 successful in my opinion again is having 0:29:20.780,0:29:25.340 that right mentoring you know now that 0:29:23.600,0:29:27.200 relationship - you have to have that 0:29:25.340,0:29:29.270 relationship with that person to be able 0:29:27.200,0:29:30.830 to mentor them the right way and being 0:29:29.270,0:29:32.120 the leader is madness that's really 0:29:30.830,0:29:32.480 important man you're the CEO of you're 0:29:32.120,0:29:34.580 the owner 0:29:32.480,0:29:36.860 you're the owner company like there's no 0:29:34.580,0:29:39.320 other leader there if you are the only 0:29:36.860,0:29:41.990 person if you own the company you either 0:29:39.320,0:29:44.750 leave all right and being able to mentor 0:29:41.990,0:29:46.670 again use the software's use the the 0:29:44.750,0:29:48.680 data that's out there use the companies 0:29:46.670,0:30:00.170 like routes in order to go ahead and and 0:29:48.680,0:30:03.800 and mentor and leave the right way but 0:30:00.170,0:30:06.710 yeah that's the truth I mean some more 0:30:03.800,0:30:08.990 insight on give us so that people know 0:30:06.710,0:30:11.300 like our you know but but I do it this 0:30:08.990,0:30:13.550 way or we do it this way or what's like 0:30:11.300,0:30:15.110 what's an example of a day whether it's 0:30:13.550,0:30:17.090 today or it was a year ago what's an 0:30:15.110,0:30:19.340 example of the day in the operations 0:30:17.090,0:30:20.570 process for you to give some people's 0:30:19.340,0:30:23.669 even more 0:30:20.570,0:30:26.970 robot operations a little tug yeah but 0:30:23.669,0:30:28.409 when you wake up 12 o'clock 8 o'clock 0:30:26.970,0:30:29.850 that's morning like how does that they 0:30:28.409,0:30:32.059 look like fine average 0:30:29.850,0:30:35.299 oh gosh oh yeah so my day usually starts 0:30:32.059,0:30:39.330 I'll hit the gym on a normal day with 0:30:35.299,0:30:41.940 pre Corona so yeah I mean wake up in the 0:30:39.330,0:30:45.450 morning my phones usually blown up with 0:30:41.940,0:30:47.100 the operational software that we use and 0:30:45.450,0:30:50.399 you know there's because we're 24 hours 0:30:47.100,0:30:54.059 so the first thing I definitely do is so 0:30:50.399,0:30:57.119 obviously my approach in the way we 0:30:54.059,0:30:59.539 structure our hero's alato is it just so 0:30:57.119,0:31:03.659 happens that I'm very client community 0:30:59.539,0:31:06.059 client faced so I check my emails first 0:31:03.659,0:31:07.859 text messages and emails first before I 0:31:06.059,0:31:10.049 get into the software because that's the 0:31:07.859,0:31:11.999 internal operational software so I 0:31:10.049,0:31:13.320 always go external first which is the 0:31:11.999,0:31:15.119 actual client right where you got 0:31:13.320,0:31:16.859 clients expectations number one right 0:31:15.119,0:31:18.419 you got a classmate get paid right so 0:31:16.859,0:31:20.340 they're the high priority right making 0:31:18.419,0:31:21.599 them sure that they're happy so the 0:31:20.340,0:31:23.489 first thing I definitely do is check all 0:31:21.599,0:31:26.429 the emails wake up in the morning check 0:31:23.489,0:31:29.070 every single email and then prioritize 0:31:26.429,0:31:31.349 them check my text messages and stuff 0:31:29.070,0:31:33.509 like that and then that's usually 0:31:31.349,0:31:35.879 happening on the way to work to make 0:31:33.509,0:31:38.399 sure um return on me of the phone calls 0:31:35.879,0:31:40.590 for any missed calls I'll do that 0:31:38.399,0:31:41.999 coming into the office is that's really 0:31:40.590,0:31:44.070 where the structure comes in or whether 0:31:41.999,0:31:48.239 it be you know now you know office at 0:31:44.070,0:31:50.369 the desk you know our computer and it 0:31:48.239,0:31:52.049 just really really number one is 0:31:50.369,0:31:53.489 following up with a lot of managers so 0:31:52.049,0:31:56.369 we have a lot of different departments 0:31:53.489,0:31:58.080 and services here so the nd which is our 0:31:56.369,0:32:00.720 quality control so anything that has to 0:31:58.080,0:32:04.429 do with quality control depending on 0:32:00.720,0:32:06.299 what those emails are depending on what 0:32:04.429,0:32:07.649 expectations are needed for that day 0:32:06.299,0:32:09.809 because sometimes we're starting to 0:32:07.649,0:32:11.249 account so you know if I know for 0:32:09.809,0:32:14.070 example because I have a to-do list 0:32:11.249,0:32:17.340 every day my to-do list is on my 0:32:14.070,0:32:19.259 calendar so um and if it's not on my 0:32:17.340,0:32:21.450 calendar it's not an email so the way 0:32:19.259,0:32:25.619 that I operate is I send all my 0:32:21.450,0:32:27.869 reminders to-do lists is an email format 0:32:25.619,0:32:28.379 so if I have a reminder that is a text 0:32:27.869,0:32:29.909 message 0:32:28.379,0:32:32.100 I'll screenshot it and I'll email it to 0:32:29.909,0:32:34.350 myself because my email is 0:32:32.100,0:32:35.250 like to do with so so then depending on 0:32:34.350,0:32:36.570 what happens so if we start a new 0:32:35.250,0:32:38.549 account then I'll have to talk with the 0:32:36.570,0:32:41.100 supplies department or supply manager 0:32:38.549,0:32:42.600 our quality control our scheduling 0:32:41.100,0:32:45.270 Department hey do we have a team that's 0:32:42.600,0:32:48.059 ready so every day is very different 0:32:45.270,0:32:51.750 depending on what's going on that date 0:32:48.059,0:32:53.190 but still the client part and people 0:32:51.750,0:32:55.080 really need to realize this is that's 0:32:53.190,0:32:57.330 the most important part that's the part 0:32:55.080,0:32:59.760 of the community kpq communication part 0:32:57.330,0:33:01.260 that I was talking about earlier if you 0:32:59.760,0:33:02.970 are your client you even get paid you 0:33:01.260,0:33:03.330 don't got you can pay you ain't open for 0:33:02.970,0:33:06.539 business 0:33:03.330,0:33:09.990 so making sure that we service the 0:33:06.539,0:33:12.090 client in the highest priority level is 0:33:09.990,0:33:15.030 my opinion I believe a part of our 0:33:12.090,0:33:16.620 success so a part of that but sometimes 0:33:15.030,0:33:17.880 and sometimes you can't get back to the 0:33:16.620,0:33:19.350 client right away like oh they're like 0:33:17.880,0:33:20.940 oh I need you to order you know so much 0:33:19.350,0:33:23.460 supplies or whatever the case may be 0:33:20.940,0:33:25.770 okay cool I have to get back with our 0:33:23.460,0:33:27.270 supply manager find out especially right 0:33:25.770,0:33:28.110 now right now people are like ordering 0:33:27.270,0:33:30.230 supplies are crazy 0:33:28.110,0:33:33.030 Oh any more sanitizer you know so 0:33:30.230,0:33:35.490 depending on what is needed you have to 0:33:33.030,0:33:37.980 prioritize on what the client's needs 0:33:35.490,0:33:40.020 are first yeah because I believe that's 0:33:37.980,0:33:42.330 number one your success right and 0:33:40.020,0:33:43.650 retention right client retention too you 0:33:42.330,0:33:45.480 know making sure you keep your accounts 0:33:43.650,0:33:47.880 making sure that they feel number one 0:33:45.480,0:33:49.740 whether it's a one day a week account or 0:33:47.880,0:33:52.530 a seven day a week job they should all 0:33:49.740,0:33:54.750 be treated equally so so done what about 0:33:52.530,0:33:56.730 cuz you know I'm gonna talk about the 0:33:54.750,0:34:00.030 other side of that too is clients are 0:33:56.730,0:34:03.690 number one yeah but then employees mmm 0:34:00.030,0:34:07.380 I've got to be 1.1 yeah yeah you know 0:34:03.690,0:34:09.270 our you know we are here to create jobs 0:34:07.380,0:34:10.859 so I always try to tell people we don't 0:34:09.270,0:34:12.659 forget about employees we never do 0:34:10.859,0:34:13.230 employees are number one for they're 0:34:12.659,0:34:15.859 number one 0:34:13.230,0:34:19.139 but without the client you can't hire 0:34:15.859,0:34:20.550 exactly there's a balance so yeah so on 0:34:19.139,0:34:22.980 the client side so that's kind of that 0:34:20.550,0:34:24.720 aspect right yeah in operations it's 0:34:22.980,0:34:27.030 crazy because I kind of wear those 0:34:24.720,0:34:28.409 double hats on the client facing which 0:34:27.030,0:34:29.580 is kinda like the selling side but 0:34:28.409,0:34:31.230 that's the customer service part right 0:34:29.580,0:34:32.399 which is the selling right so now you 0:34:31.230,0:34:33.419 have that client side right so let me 0:34:32.399,0:34:35.940 talk about like you said the cleaner 0:34:33.419,0:34:38.070 side so we have a company culture here 0:34:35.940,0:34:40.679 which you're obviously very well aware 0:34:38.070,0:34:43.800 of and how we speak to our employees how 0:34:40.679,0:34:45.260 we talk to our employees I believe so 0:34:43.800,0:34:46.940 okay so clients is the next 0:34:45.260,0:34:49.100 part of the success right so the 0:34:46.940,0:34:51.169 internal again this is my opinion the 0:34:49.100,0:34:53.899 Intel internal part of our success is 0:34:51.169,0:34:56.810 the way we treat and act with our 0:34:53.899,0:34:59.480 existing employees so like talking to 0:34:56.810,0:35:01.760 them with don't disrespect your or hey 0:34:59.480,0:35:03.980 asking them you know to do things in 0:35:01.760,0:35:06.020 saying thank you you know being able to 0:35:03.980,0:35:07.910 UM and you know what you know the most 0:35:06.020,0:35:09.770 difficult part is and I've learned this 0:35:07.910,0:35:11.990 from our previous and the past 0:35:09.770,0:35:14.720 experience and hearing all their 0:35:11.990,0:35:18.020 affiliate partners talk is how they 0:35:14.720,0:35:19.670 treat their employees and a good example 0:35:18.020,0:35:22.430 is this especially when you're coming to 0:35:19.670,0:35:24.470 critiquing their work for whether it be 0:35:22.430,0:35:26.030 a complaint or a bad inspection and 0:35:24.470,0:35:27.620 things like that and saying you need to 0:35:26.030,0:35:29.510 do the rug better like this versus 0:35:27.620,0:35:31.130 saying hey by the way what happened to 0:35:29.510,0:35:32.480 the vacuum we noticed that the rug 0:35:31.130,0:35:34.550 wasn't you know vacuumed 0:35:32.480,0:35:36.770 is there a reason hey if that's okay 0:35:34.550,0:35:39.290 let's try to make it better next time or 0:35:36.770,0:35:42.650 let's do it this way very big different 0:35:39.290,0:35:45.980 approach its approach man and that I 0:35:42.650,0:35:47.870 believe has caused our our turnover or 0:35:45.980,0:35:49.430 retention to be very different because 0:35:47.870,0:35:50.390 here's the thing man at the end that 0:35:49.430,0:35:52.550 they used to want to work with somebody 0:35:50.390,0:35:54.830 that you like yeah you know yeah we're 0:35:52.550,0:35:57.320 sick like you we bicker here all day 0:35:54.830,0:36:00.860 yeah we deal with it we do it but we 0:35:57.320,0:36:04.160 have we're constantly learning and 0:36:00.860,0:36:06.800 approach every problem with a solution 0:36:04.160,0:36:08.300 yeah but whether you're a hundred 0:36:06.800,0:36:10.340 million dollar company or a hundred 0:36:08.300,0:36:12.920 thousand dollar company everybody needs 0:36:10.340,0:36:14.450 to know you're always getting better you 0:36:12.920,0:36:16.910 are and here's the thing what happened a 0:36:14.450,0:36:18.440 motivational speaking versus like 0:36:16.910,0:36:20.150 because you can take productive 0:36:18.440,0:36:21.320 criticism in two different proaches like 0:36:20.150,0:36:23.210 you said either negatively or positively 0:36:21.320,0:36:25.280 but you're gonna get the same point 0:36:23.210,0:36:26.690 across number one if they know let's see 0:36:25.280,0:36:28.610 let's say you're that type of negative 0:36:26.690,0:36:31.730 person hypothetically right and you got 0:36:28.610,0:36:33.980 a complaint okay well you they're still 0:36:31.730,0:36:36.200 gonna know whether it's a positive way 0:36:33.980,0:36:38.780 of reinforcing them I'm a motivational 0:36:36.200,0:36:40.190 part or a negative way regards they're 0:36:38.780,0:36:42.800 gonna fix it why because he's been 0:36:40.190,0:36:45.170 alerted to them right they know about 0:36:42.800,0:36:46.670 the complaint you could take two avenues 0:36:45.170,0:36:47.930 there right now they're you know that 0:36:46.670,0:36:49.370 they're you know every fix it the next 0:36:47.930,0:36:50.960 day there's a complaint right whether 0:36:49.370,0:36:52.460 you go negative or positive like hey the 0:36:50.960,0:36:53.990 rug didn't make give a key we know 0:36:52.460,0:36:54.830 that's the goal then that's the issue 0:36:53.990,0:36:56.360 right okay 0:36:54.830,0:36:58.280 so I need to get my turf approach or a 0:36:56.360,0:36:59.150 positive approach today cleaning it's 0:36:58.280,0:37:01.700 going to get fixed the next day 0:36:59.150,0:37:04.100 regardless yeah right so why not go to 0:37:01.700,0:37:05.810 the positive approach and encourage them 0:37:04.100,0:37:06.080 to say hey first of all if I got the 0:37:05.810,0:37:07.880 issue 0:37:06.080,0:37:09.080 you never know that you could have all 0:37:07.880,0:37:10.460 classes you just don't somebody could 0:37:09.080,0:37:11.510 walked in after them you don't know the 0:37:10.460,0:37:13.220 whole sir like I said you got to put 0:37:11.510,0:37:15.740 yourself in their shoes sometimes yeah 0:37:13.220,0:37:17.600 so I know what I choose the positive 0:37:15.740,0:37:18.440 approach why because I don't know what 0:37:17.600,0:37:20.120 happened that night 0:37:18.440,0:37:22.310 I visit Lee wasn't there so number one a 0:37:20.120,0:37:24.590 minute ask questions first so that type 0:37:22.310,0:37:27.950 of a company culture internally I think 0:37:24.590,0:37:29.810 is a huge way to number one how about 0:37:27.950,0:37:31.430 keeping your employees because you know 0:37:29.810,0:37:33.770 like you see work you see this all the 0:37:31.430,0:37:34.880 time it's not a glamorous job so do you 0:37:33.770,0:37:36.470 all out so you want me to come to work 0:37:34.880,0:37:38.780 not even claiming this job you have any 0:37:36.470,0:37:40.250 y'all that know how about I come to work 0:37:38.780,0:37:42.710 make some decent amount of money or be 0:37:40.250,0:37:44.150 great money and have a positive type of 0:37:42.710,0:37:47.060 culture where I'm like you know I feel 0:37:44.150,0:37:48.400 appreciated so you can you guys see you 0:37:47.060,0:37:50.930 know everybody things I got energy 0:37:48.400,0:37:53.780 this guy's got just as much energy or 0:37:50.930,0:37:58.820 more passion than I do we could keep 0:37:53.780,0:38:01.400 going all day every day I always like to 0:37:58.820,0:38:09.710 end with a funny story oh my god okay 0:38:01.400,0:38:12.290 okay okay I could think of many funny 0:38:09.710,0:38:15.020 stories of you but okay give us a funny 0:38:12.290,0:38:24.560 story being in the field whether it's 0:38:15.020,0:38:31.700 cleaning um it was prop man I mean 0:38:24.560,0:38:32.930 cleaning wise in the comedic clients I 0:38:31.700,0:38:34.910 mean clients have been really funny I 0:38:32.930,0:38:36.620 mean I've seen them wasted you know I've 0:38:34.910,0:38:38.660 seen some I've seen some drinking 0:38:36.620,0:38:43.370 someone's that really got tipsy and 0:38:38.660,0:38:45.650 drinking I've been I've been asked out 0:38:43.370,0:38:47.660 like you know like it you know I you 0:38:45.650,0:38:51.410 know they you know personal things and 0:38:47.660,0:38:52.520 stuff that's pretty funny one I mean off 0:38:51.410,0:38:54.890 the top of my head that's a good 0:38:52.520,0:38:58.010 question man anything that's really 0:38:54.890,0:39:01.980 really funny I don't think I really have 0:38:58.010,0:39:03.660 anything that's like crazy outrageously 0:39:01.980,0:39:06.260 I do I'm going to call you out on sir 0:39:03.660,0:39:09.750 take the way you've cleaned the way you 0:39:06.260,0:39:11.190 don't you're more than welcome today I 0:39:09.750,0:39:12.480 thought not perfect I know I'm not 0:39:11.190,0:39:16.290 perfect go ahead yeah tell me please 0:39:12.480,0:39:18.869 fine there's a boy stays no no I'm 0:39:16.290,0:39:20.970 traveled together so many times so this 0:39:18.869,0:39:24.980 is just like the simple task in the 0:39:20.970,0:39:24.980 beginning when we would go to accounts 0:39:26.540,0:39:36.900 so so we would say you know damn did you 0:39:29.580,0:39:37.880 not you get that room did you doors are 0:39:36.900,0:39:44.640 closed I'm done 0:39:37.880,0:39:50.220 because our signal is door closed okay 0:39:44.640,0:39:52.590 oh my god oh this is great so like do 0:39:50.220,0:39:54.900 this what I'm used to see would like wow 0:39:52.590,0:39:56.940 this was by the way this was my first 0:39:54.900,0:39:58.619 post construction job 0:39:56.940,0:40:01.920 I remember Donna was there now I know 0:39:58.619,0:40:02.580 the story okay okay now that I know sir 0:40:01.920,0:40:04.080 oh my god 0:40:02.580,0:40:06.300 this actually is pretty embarrassing in 0:40:04.080,0:40:08.190 spite so was my for a very first post 0:40:06.300,0:40:09.600 construction job and they asked me to 0:40:08.190,0:40:10.920 clean this room and I was just in charge 0:40:09.600,0:40:12.990 now these were pretty burger big room so 0:40:10.920,0:40:15.830 it's finally double the size of a normal 0:40:12.990,0:40:18.420 standard office so it was a large room 0:40:15.830,0:40:20.130 and they asked me to and I knew exactly 0:40:18.420,0:40:22.470 where you're going with this the blinds 0:40:20.130,0:40:24.300 then the blacks were supposed to be done 0:40:22.470,0:40:26.550 so now again I'm not a good cleaner like 0:40:24.300,0:40:28.050 I didn't know too that out here I didn't 0:40:26.550,0:40:34.080 have the trained eye right let's put it 0:40:28.050,0:40:35.880 down about 75 percent there now but I 0:40:34.080,0:40:36.420 didn't have a trained eye and I was like 0:40:35.880,0:40:38.280 okay cool 0:40:36.420,0:40:40.920 you know this room you know the ledges 0:40:38.280,0:40:42.570 are wiped down you know the it was 0:40:40.920,0:40:44.160 carpet in there so it was vacuumed the 0:40:42.570,0:40:44.940 door handles things are like Donna Mike 0:40:44.160,0:40:47.340 alright cool 0:40:44.940,0:40:50.010 and I dusted you know the blinds I was 0:40:47.340,0:40:52.290 like I'm cool well I didn't understand 0:40:50.010,0:40:54.660 that with post-construction like you 0:40:52.290,0:40:57.619 really gotta get detailed like thorough 0:40:54.660,0:41:00.390 like you gotta get into the grooves so 0:40:57.619,0:41:03.569 little Ricky's talking about is that you 0:41:00.390,0:41:06.269 know yeah 0:41:03.569,0:41:08.549 it's gonna go and then Donna at the time 0:41:06.269,0:41:09.779 she's actually in accounting she doesn't 0:41:08.549,0:41:12.059 a every department by the way that's 0:41:09.779,0:41:13.529 clean so this is when Donna wasn't that 0:41:12.059,0:41:14.219 in accounting she was like doing like 0:41:13.529,0:41:18.089 little stuff 0:41:14.219,0:41:19.410 Marla Bartoli's mom yeah remember every 0:41:18.089,0:41:21.749 department whether you're in software 0:41:19.410,0:41:23.069 and Ralph everyone is clean trust me 0:41:21.749,0:41:25.049 there's a reason right you want 0:41:23.069,0:41:27.690 everybody to learn through their sauce 0:41:25.049,0:41:29.099 on their shoes so I come out of the room 0:41:27.690,0:41:30.690 and they're like are you sure something 0:41:29.099,0:41:33.059 is good it's great all right cool they 0:41:30.690,0:41:36.569 open the door the blinds were out I was 0:41:33.059,0:41:38.430 embarrassed and I didn't understand them 0:41:36.569,0:41:40.559 and then I think that the funny part 0:41:38.430,0:41:41.940 looking back is I thought I truly didn't 0:41:40.559,0:41:44.910 have the experience you know I really 0:41:41.940,0:41:47.579 didn't um but that is a perfect way way 0:41:44.910,0:41:48.420 you can train somebody or let them learn 0:41:47.579,0:41:49.829 on themselves 0:41:48.420,0:41:52.109 he could have technically could have 0:41:49.829,0:41:54.299 technically gone in there taken this is 0:41:52.109,0:41:55.949 how you walk down a blind this is how 0:41:54.299,0:41:57.239 you do this this is how you do that so 0:41:55.949,0:41:58.829 there's different styles of training 0:41:57.239,0:42:00.539 right well what training is just let 0:41:58.829,0:42:02.309 them do this thing and let's critique 0:42:00.539,0:42:03.599 his work in a positive way and help them 0:42:02.309,0:42:04.709 and say here here's where you need to 0:42:03.599,0:42:06.420 here's where you failed a little bit 0:42:04.709,0:42:08.099 here's where you did good right it's 0:42:06.420,0:42:10.380 very important to you know talk about 0:42:08.099,0:42:12.509 the positive things you know and that's 0:42:10.380,0:42:14.640 exactly what happened I was like darn so 0:42:12.509,0:42:17.519 really I thought was it 100% I was 0:42:14.640,0:42:19.769 really like 75% big difference right 0:42:17.519,0:42:21.959 but having trained eyes like wriggling 0:42:19.769,0:42:23.190 no bro next that's how you clean the 0:42:21.959,0:42:25.199 blinds that's how you learned a lot 0:42:23.190,0:42:26.699 that's how I learned by that positive 0:42:25.199,0:42:27.989 reinforcement sudden to figure eight 0:42:26.699,0:42:29.670 with the lab you didn't know that yeah 0:42:27.989,0:42:31.829 now some people sad sorry to let you 0:42:29.670,0:42:34.019 live first yeah you did it your way 0:42:31.829,0:42:40.739 these that you said yeah I know how to 0:42:34.019,0:42:43.170 mop already mouth you know opposite of 0:42:40.739,0:42:45.269 the grants yeah and I think allowing 0:42:43.170,0:42:47.579 people to do that first you can see 0:42:45.269,0:42:50.069 their talents as well what whether what 0:42:47.579,0:42:51.719 if they teach you something that so I 0:42:50.069,0:42:53.309 like that approach of showing somebody 0:42:51.719,0:42:54.420 hey here's what you got to do let me 0:42:53.309,0:42:58.140 know how you do it and then we'll fix it 0:42:54.420,0:43:00.359 in particularly good that's what I don't 0:42:58.140,0:43:04.789 believe you forgot to keep going yeah I 0:43:00.359,0:43:04.789 can see we are done we're done else 0:43:05.260,0:43:08.860 here's to everybody I was gonna be guys 0:43:07.060,0:43:11.680 thank you so much Donna thank you for 0:43:08.860,0:43:13.060 taking time out anytime I wanted to 0:43:11.680,0:43:16.780 switch it up I feel like this gives 0:43:13.060,0:43:19.600 gives a different perspective to to the 0:43:16.780,0:43:21.760 show and I got thank you guys for tuning 0:43:19.600,0:43:24.600 in a lot more episodes to come thanks 0:43:21.760,0:43:24.600 for the drink too by the way