WEBVTT 1 00:00:00.000 --> 00:00:02.360 Hey, what's going on everyone? Hope you guys are having an awesome 2 00:00:03.280 --> 00:00:10.400 Friday fantastic Friday. I haven't made a video in a while and so I had all these topics and I've just been like traveling 3 00:00:10.400 --> 00:00:12.360 Crazy, so I apologize for that 4 00:00:12.600 --> 00:00:17.880 But that being said the one that I wanted to talk about was kind of a small 50 that I had that I was sharing with some of our directors 5 00:00:18.080 --> 00:00:22.000 Which is that a lot of times we as entrepreneurs trying to change things 6 00:00:23.000 --> 00:00:26.560 That are working because something stops working and so we start thinking oh 7 00:00:27.560 --> 00:00:34.720 Like that doesn't work anymore when in reality what happens is has like as a business grows 8 00:00:35.160 --> 00:00:41.800 It's simply the fundamentals become more complex to execute and to deliver and so 9 00:00:42.160 --> 00:00:47.800 When you think about like scaling a business right like there's so many people who can maintain one-on-one clients 10 00:00:47.800 --> 00:00:53.840 Really really easily right the idea though is that like human connection and the things that you need to do to maintain a relationship and 11 00:00:53.840 --> 00:01:00.280 Provide good value and provide service and whatnot like don't change right like humans aren't different at scale as they are in like one-on-one 12 00:01:00.440 --> 00:01:04.800 But we try and change our processes constantly and so we spend all this time and effort 13 00:01:05.480 --> 00:01:12.880 Recreating SOPs creating new processes trying to check like change all this stuff when what like what I'm now seeing like even with our company at scale 14 00:01:13.160 --> 00:01:19.600 The the secret is that the people who are more advanced in business don't do things that are fancy 15 00:01:19.600 --> 00:01:28.560 They always do the fundamentals and it's just that the fundamentals when delivered at scale become complex and so I know this sounds like 16 00:01:28.960 --> 00:01:30.960 Hopefully it's not like semantics, but like 17 00:01:31.600 --> 00:01:35.840 Understanding that for me has been a really big epiphany or at least it articulating it that like 18 00:01:36.280 --> 00:01:43.520 We don't need new we need better and better is doing the things that you know worked at a small scale at a large scale 19 00:01:43.520 --> 00:01:50.560 And so a lot of times it's not introducing things that are going to confuse your team that are going to like make them feel like you're constantly changing things 20 00:01:50.720 --> 00:01:55.640 But instead kind of framing it is how can we do the things that we're doing on a one-on-one level? 21 00:01:56.240 --> 00:02:03.200 More of them right when you have ten clients versus a hundred clients for a thousand clients things change right but the actual experience 22 00:02:03.200 --> 00:02:08.840 Should be the same for the end user and so that's kind of the process that you should think about in terms of like 23 00:02:08.840 --> 00:02:13.600 How do I scale delivery is what does it look like for a one if I if I had to coach this person a one-on-one? 24 00:02:13.600 --> 00:02:18.640 What is the client experience look like from their perspective and what is that what are those interactions? 25 00:02:18.640 --> 00:02:19.880 What are those touch points? 26 00:02:19.880 --> 00:02:24.920 What are the what are the what are the communication cycles that happen there and then trying to extrapolate that out? 27 00:02:25.640 --> 00:02:29.880 With the systems behind but it shouldn't change how that customer is actually going through the experience 28 00:02:29.880 --> 00:02:37.360 And I think for some reason keeping that stable and making that not a variable has really helped me out mentally to think about how we 29 00:02:37.360 --> 00:02:42.560 How we design customer experiences and how we can scale delivery at a much larger at a much larger level? 30 00:02:42.560 --> 00:02:49.360 And so I hope that helps you from from the gym standpoint when you're looking at your customer customer experience when someone walks in the door when 31 00:02:49.360 --> 00:02:53.560 They're you know at the training session all the things that you would normally do if you were coaching this person a one-on-one 32 00:02:53.560 --> 00:02:58.680 What would you do right and then taking that and then seeing how we can do that? 33 00:02:58.680 --> 00:03:03.160 This at scale with systems and multiple people but the actual customer experience is the same 34 00:03:03.160 --> 00:03:08.560 And so if you articulate this to your team, I think it actually helps give clarity because it feels more simple 35 00:03:08.560 --> 00:03:14.960 Because it's not like we're introducing this system in this system in this system when really it's like we're just doing this thing 36 00:03:15.160 --> 00:03:18.840 Because we're trying to still have this original one-on-one connection 37 00:03:18.840 --> 00:03:21.920 Which is originally why people came and why people loved us in the beginning? 38 00:03:21.920 --> 00:03:28.960 And that's why people like so many gym owners can get from zero to 70 zero to 100 ift's really without any kind of training 39 00:03:28.960 --> 00:03:33.960 Right because they know what that experience should look like they just don't know how to scale that experience 40 00:03:33.960 --> 00:03:40.960 And so if you look at how if you if you look inwards to yourself about okay, I'm keeping the experience static 41 00:03:40.960 --> 00:03:48.960 That is unchanging but as we have more people the processes and the team that supports that will change but the objective remains the same 42 00:03:48.960 --> 00:03:56.960 And so like for me that was a little bit of an epiphany that I hope is useful for you and maybe even articulating to your teams about when you're like when you're making changes 43 00:03:57.960 --> 00:04:02.960 Hey if you're a return listener and you have not rated or reviewed the show 44 00:04:02.960 --> 00:04:07.960 I want you to know that you should feel absolutely terrible about yourself and everything else in the world I'm kidding 45 00:04:07.960 --> 00:04:10.960 But it would mean the absolute words to me if you guys would go ahead and do that 46 00:04:10.960 --> 00:04:13.960 You don't even have to pause to show you keep listening and you can just do it with your thumb right now 47 00:04:13.960 --> 00:04:18.960 It'll take you less than 60 seconds and like I said the only way that podcast grows through word of mouth 48 00:04:18.960 --> 00:04:23.960 And this is you joining hands with me and helping as many entrepreneurs as a possible can because no one is coming to save us 49 00:04:23.960 --> 00:04:27.960 It's just us all right, so please go do that now and let's get back to the show 50 00:04:30.960 --> 00:04:36.960 It's like we're not actually changing anything we're changing a process to keep the experience consistent 51 00:04:36.960 --> 00:04:42.960 And I think that that decreases the anxiety levels of teams because in general most teams are not entrepreneurs 52 00:04:42.960 --> 00:04:47.960 And so they like fear change more than we do we love change and we're like yes, let's change stuff 53 00:04:47.960 --> 00:04:52.960 Let's go break things and innovate but and your teams like no, please don't don't change anything 54 00:04:52.960 --> 00:04:55.960 But if you I think if you articulate it in that way 55 00:04:55.960 --> 00:05:02.960 It's really like we just need to play fundamentals baseball, fundamentals football, fundamentals business at a large scale 56 00:05:02.960 --> 00:05:04.960 Look at Chick-fil-A for example 57 00:05:04.960 --> 00:05:10.960 They create such an amazing business because they feel like an owner-operated facility 58 00:05:10.960 --> 00:05:14.960 Like if you go to a Chick-fil-A most times you'll see like you're greeted with a smile 59 00:05:14.960 --> 00:05:17.960 Everything's clean, they have fresh flowers on the table 60 00:05:17.960 --> 00:05:22.960 They thought how can we take an individual owner experience and and and do it at scale 61 00:05:22.960 --> 00:05:28.960 And obviously that takes complexity but it's but the customer experience is the same 62 00:05:28.960 --> 00:05:33.960 Right the customer experience is that of a like cheers where everyone knows your name 63 00:05:33.960 --> 00:05:38.960 And so they they figured out the key points that if they were the owner right they were the owner in the situation 64 00:05:38.960 --> 00:05:45.960 Like you're the small shop owner, how would you treat that customer if it was the only customer you had or you saw them all the time 65 00:05:45.960 --> 00:05:50.960 And then reverse engineering that so that the experience remains static at scale 66 00:05:50.960 --> 00:05:52.960 And so I hope I hope you found this valuable 67 00:05:52.960 --> 00:05:57.960 This was it was just something that's been really big for me that I've been spending a lot of time thinking over 68 00:05:57.960 --> 00:06:01.960 When I'm looking at not only not only just like customer service but also like sales 69 00:06:01.960 --> 00:06:05.960 Like sometimes we're think I like for us I'm like okay maybe we need to change the sales process 70 00:06:05.960 --> 00:06:08.960 Maybe maybe the avatar change, maybe the blah blah blah blah blah 71 00:06:08.960 --> 00:06:11.960 You start you start wondering like oh do I need to change something do I need to change something 72 00:06:11.960 --> 00:06:15.960 When in reality a lot of times things don't change nearly as fast as we perceive them to as business owners 73 00:06:15.960 --> 00:06:20.960 It's just that the our ability to skill the experiences as change 74 00:06:20.960 --> 00:06:24.960 Right and so like with our sales team for example we're like oh maybe we need to change the script 75 00:06:24.960 --> 00:06:30.960 When in fact we have our manager right now who's going in and doing one-on-ones and shadowing all the calls 76 00:06:30.960 --> 00:06:33.960 And he and I had a call afterwards he's like dude we're just missing fundamentals 77 00:06:33.960 --> 00:06:37.960 Like we're not asking people like clarifying their goal and like asking them what their pains are 78 00:06:37.960 --> 00:06:41.960 And their problems like fundamentals football right like we're just not doing the fundamentals 79 00:06:41.960 --> 00:06:46.960 And so this was like this this this this this story is coming from me having just had something happen with that 80 00:06:46.960 --> 00:06:51.960 And just thinking like out loud okay that's that's the issue 81 00:06:51.960 --> 00:06:58.960 It's just fundamentals at scale and so anyways guys I hope you have an amazing amazing day and a fantastic Friday 82 00:06:58.960 --> 00:07:01.960 And maybe that's that unlock something for you like it did for me 83 00:07:01.960 --> 00:07:03.960 Alright have a nice day good you soon. Bye!