WEBVTT 1 00:00:00.000 --> 00:00:02.320 Good morning and welcome to the Jim Sugars Podcast. 2 00:00:02.320 --> 00:00:06.600 My name is Alex and I will be your host on this beautiful Saturday morning and whether 3 00:00:06.600 --> 00:00:10.600 it is not a Saturday morning for you, well, maybe you can be a Saturday morning in 4 00:00:10.600 --> 00:00:11.600 heart. 5 00:00:11.600 --> 00:00:15.920 Anyways, if you're a gym owner and you like to get more clients and get your gym zero 6 00:00:15.920 --> 00:00:22.760 to full capacity, you can go and apply, work with us at I don't hate money.com. 7 00:00:22.760 --> 00:00:25.880 So as long as you don't hate money, you can definitely or should definitely go check 8 00:00:25.880 --> 00:00:26.880 that out. 9 00:00:27.400 --> 00:00:34.360 To the main point of today, which is what do you need to have in place when you scale 10 00:00:34.360 --> 00:00:35.360 your business? 11 00:00:35.360 --> 00:00:39.080 Now, if you're doing a service-based business, which if you're a gym, that's what you 12 00:00:39.080 --> 00:00:40.080 do. 13 00:00:40.080 --> 00:00:41.400 But this kind of goes for any business. 14 00:00:41.400 --> 00:00:46.200 And so I'll tell you the things that we've done that have worked extremely well and 15 00:00:46.200 --> 00:00:51.040 just kind of the product check list or the checklist that we have when we are onboarding 16 00:00:51.040 --> 00:00:52.520 a new team member. 17 00:00:52.520 --> 00:00:55.800 So for us, there's five pieces to it or the way that we see it. 18 00:00:55.800 --> 00:01:02.120 There's five pieces to any due position, whether that's customer service for us, sales, 19 00:01:02.120 --> 00:01:06.080 administrative stuff, schedule, whatever it is, right? 20 00:01:06.080 --> 00:01:07.080 Five main pieces. 21 00:01:07.080 --> 00:01:09.160 And we usually have six, which is an overview. 22 00:01:09.160 --> 00:01:12.560 But there's first thing you'll have is an overview of what your role is, okay? 23 00:01:12.560 --> 00:01:16.280 Just an overarching, this is kind of just to get an idea what you're, what you do in 24 00:01:16.280 --> 00:01:19.920 this business and where you fit within the larger piece of the machine, okay? 25 00:01:19.920 --> 00:01:22.440 Underneath of that, there's the five core components. 26 00:01:22.440 --> 00:01:24.640 One is what we call the four R's document. 27 00:01:24.640 --> 00:01:27.240 And this is something I got from Alan's truck, and it's awesome. 28 00:01:27.240 --> 00:01:29.360 And it just simplifies it. 29 00:01:29.360 --> 00:01:35.320 So you have role responsibility, which is what you're supposed to be getting done. 30 00:01:35.320 --> 00:01:36.960 Requirements, what type of person is supposed to be doing it. 31 00:01:36.960 --> 00:01:39.480 So requirements for that role and then results. 32 00:01:39.480 --> 00:01:41.520 So when you're doing your responsibilities, what's the result? 33 00:01:41.520 --> 00:01:42.520 What's the outcome? 34 00:01:42.520 --> 00:01:46.240 And what it does is basically establish clear expectations, clear on the communication 35 00:01:46.240 --> 00:01:48.520 of what you're supposed to be doing, right? 36 00:01:48.520 --> 00:01:52.240 And usually it's page page and a half max, okay? 37 00:01:52.240 --> 00:01:54.720 Four R's, okay? 38 00:01:54.720 --> 00:01:57.080 Each one of those R's is maybe three, four sentences. 39 00:01:57.080 --> 00:02:00.400 The point is that someone can read it and understand it, not for you to be verbose and 40 00:02:00.400 --> 00:02:01.600 write paragraphs and paragraphs. 41 00:02:01.600 --> 00:02:04.840 The point is for it to be really clear, really concise, if you can use bullets, bullets 42 00:02:04.840 --> 00:02:05.920 where you can't, right? 43 00:02:05.920 --> 00:02:08.960 After that, you have product expertise. 44 00:02:08.960 --> 00:02:12.840 So product expertise means is a combination of two things. 45 00:02:12.840 --> 00:02:16.600 Actually, in terms of understanding what the company is and what we do as a whole, because 46 00:02:16.600 --> 00:02:19.840 like, for example, us, like we're so niche, we're super niche, we serve gym owners and 47 00:02:19.840 --> 00:02:22.560 we show them how to get more clients and make more profitable businesses, right? 48 00:02:22.560 --> 00:02:28.560 Now, if I have someone who worked as a, you know, worked as an office manager at a dentist 49 00:02:28.560 --> 00:02:33.080 clinic, right, which I have one person on my team, that was her background. 50 00:02:33.080 --> 00:02:34.960 How do I get her to bridge that gap, right? 51 00:02:34.960 --> 00:02:38.920 And so it's basically industry knowledge and understanding of what we do in our whole 52 00:02:38.920 --> 00:02:39.920 business as a whole, okay? 53 00:02:39.920 --> 00:02:41.120 That's product expertise. 54 00:02:41.120 --> 00:02:45.440 And then underneath of that, you have her specific product expertise, which is how to 55 00:02:45.440 --> 00:02:49.160 do, you know, how to handle billing and how to handle, you know, customer service teams, 56 00:02:49.160 --> 00:02:50.360 blah, blah, blah, blah, okay? 57 00:02:50.360 --> 00:02:52.320 And those would have to be independent drinks. 58 00:02:52.320 --> 00:02:58.360 Now, beyond that, you had your external communications cycle, which is basically a long list of FAQs 59 00:02:58.360 --> 00:03:00.520 of how they speak to customers. 60 00:03:00.520 --> 00:03:04.400 Now, a customer service office probably can have a much longer external communications cycle, 61 00:03:04.400 --> 00:03:09.800 then let's say a sales rep would be, or not necessarily longer, but there's will be more 62 00:03:09.800 --> 00:03:13.360 vast, whereas the sales reps, the external communications cycle is what you would consider 63 00:03:13.360 --> 00:03:16.720 sales training, which is what is the flow of this conversation? 64 00:03:16.720 --> 00:03:20.280 How does it typically go, or the typical, you know, offshoots that are going to happen 65 00:03:20.280 --> 00:03:23.280 in the conversation, sales training, right? 66 00:03:23.280 --> 00:03:26.440 But that's an external communication cycle, how they're talking to customers. 67 00:03:26.440 --> 00:03:34.240 And you have internal communication cycle, which is how they are, when they talk to you, 68 00:03:34.240 --> 00:03:38.720 for how long about what, you know, what medium, okay? 69 00:03:38.720 --> 00:03:44.640 So we are talking on the phone for five minutes about the stats that you need to report 70 00:03:44.640 --> 00:03:45.640 that day. 71 00:03:45.640 --> 00:03:49.160 So for customer service, it might sound like, I took six calls a day. 72 00:03:49.160 --> 00:03:52.560 Four of them were about, you know, Facebook had stuff, two of them were funnel issues, 73 00:03:52.560 --> 00:03:54.160 I resolved all of them. 74 00:03:54.160 --> 00:03:55.160 Right? 75 00:03:55.160 --> 00:03:56.160 Boom. 76 00:03:56.160 --> 00:03:58.560 That's the communication cycle. 77 00:03:58.560 --> 00:04:02.000 And it might be like, oh, and so on, so how to build a question, which I routed to 78 00:04:02.000 --> 00:04:03.000 building. 79 00:04:03.000 --> 00:04:05.240 And then, like, that's what a communication cycle would look like there. 80 00:04:05.240 --> 00:04:08.240 And if the issues are like, and there was one question, I did not handle, which I do 81 00:04:08.240 --> 00:04:09.240 with this. 82 00:04:09.240 --> 00:04:12.080 And then that gets put back into the external communication training. 83 00:04:12.080 --> 00:04:15.680 And then that is how you build trainings over time so that you can scale your business 84 00:04:15.680 --> 00:04:19.080 without spending all of your time hiring and training people because the training is 85 00:04:19.080 --> 00:04:23.560 taken care of digitally. 86 00:04:23.560 --> 00:04:27.200 Real quick guys, if you can think about how you found this podcast, somebody probably 87 00:04:27.200 --> 00:04:31.000 tweeted it, told you about it, shared it on Instagram, or something like that. 88 00:04:31.000 --> 00:04:33.200 The only way this grows is through word of mouth. 89 00:04:33.200 --> 00:04:36.720 And so I don't run ads, I don't do sponsorships, I don't sell anything. 90 00:04:36.720 --> 00:04:40.320 My only ask is that you continue to pay it for it, do whoever showed you or however you 91 00:04:40.320 --> 00:04:43.040 found out about this podcast that you do the exact same thing. 92 00:04:43.040 --> 00:04:46.920 So if it was a review, if it was a post, if you do that, it would mean the world to me, 93 00:04:46.920 --> 00:04:49.560 and you'll throw some good karma out there for another entrepreneur. 94 00:04:49.560 --> 00:04:54.520 All right, so every single position that we have in our company has digital training. 95 00:04:54.520 --> 00:05:00.040 So the last piece is what we call one or the other, either a perfect day template or a 96 00:05:00.040 --> 00:05:01.040 daily checklist, okay? 97 00:05:01.040 --> 00:05:04.920 If the more structured role, like a sales position is actually usually very structured because 98 00:05:04.920 --> 00:05:05.920 they do one thing. 99 00:05:05.920 --> 00:05:08.400 They take leads and they turn them into sales. 100 00:05:08.400 --> 00:05:11.040 So it's really how many leads you get, how many points of schedule, how many shows, how 101 00:05:11.040 --> 00:05:13.360 many clothes, real simple, right? 102 00:05:13.360 --> 00:05:15.400 And so their days are going to be more structured. 103 00:05:15.400 --> 00:05:19.960 Whereas with an administrative type role, they're going to have more fires to put out more 104 00:05:19.960 --> 00:05:23.400 sporadic things that are coming in to their world. 105 00:05:23.400 --> 00:05:31.160 And so for them, it's really just better to have a checklist of like beginning of day, 106 00:05:31.160 --> 00:05:34.080 mid day, end of day, which is how we run ours. 107 00:05:34.080 --> 00:05:39.680 And so just as a recap for this, first you're going to overview of that person's role. 108 00:05:39.680 --> 00:05:41.880 We're going to fit within the company, okay? 109 00:05:41.880 --> 00:05:49.120 The next thing that you're going to do is explain to them their own product expertise, 110 00:05:49.120 --> 00:05:50.120 right? 111 00:05:50.120 --> 00:05:54.640 So what the actual business does if it's really someone external. 112 00:05:54.640 --> 00:05:57.440 If it's if we're promoting someone, then you don't they don't really need to go through 113 00:05:57.440 --> 00:05:59.440 that again because they understand the business. 114 00:05:59.440 --> 00:06:02.480 And then the only thing they'll really have to learn is let's say you're how to you 115 00:06:02.480 --> 00:06:07.840 know a screen flow of how someone does a cancellation, how someone does a refund, how someone 116 00:06:07.840 --> 00:06:11.440 does a changing billing date, how someone does like I'm just giving billing as an example. 117 00:06:11.440 --> 00:06:15.280 But all the tasks that they would need to do within that would be held within product 118 00:06:15.280 --> 00:06:16.600 expertise, right? 119 00:06:16.600 --> 00:06:21.640 They'll have their four hours document and explanation of that four hours, which is role's 120 00:06:21.640 --> 00:06:26.080 responsibility to the results and requirements, not in that order, but that's the way. 121 00:06:26.080 --> 00:06:29.040 There's the four hours. 122 00:06:29.040 --> 00:06:32.720 And then they'd have their external communication cycle, how they talk to customers, internal 123 00:06:32.720 --> 00:06:36.960 communication cycle, how and when they talk to you and about what. 124 00:06:36.960 --> 00:06:40.360 And again, I give you an example of like we talked, we talked the phone for five minutes 125 00:06:40.360 --> 00:06:45.240 about these stats daily, weekly, whatever, right? 126 00:06:45.240 --> 00:06:49.880 It could be I shoot you a text at the end of the day with my numbers. 127 00:06:49.880 --> 00:06:53.480 I mean, the communications look at me, whatever you want it to be or like for us, I only 128 00:06:53.480 --> 00:06:55.520 talk to our customer service service once a week. 129 00:06:55.520 --> 00:07:00.440 They speak with their manager daily, but I only talk to our customer service service 130 00:07:00.440 --> 00:07:01.440 weekly, right? 131 00:07:01.440 --> 00:07:04.400 So if we have different communication cycles depending on the role and that's usually 132 00:07:04.400 --> 00:07:07.800 when I'm addressing the whole company, right? 133 00:07:07.800 --> 00:07:10.040 And then lastly, right, what's your daily checklist? 134 00:07:10.040 --> 00:07:12.680 And this is a really good starting point for if you're like, well, I don't know what I 135 00:07:12.680 --> 00:07:15.440 want to have the daily conversation, but pull up their daily checklist and then just go 136 00:07:15.440 --> 00:07:19.600 over each checklist and ask them how each one of these things got done and to what extent 137 00:07:19.600 --> 00:07:22.520 they got finished and if there were any hiccups or any constraints that they felt. 138 00:07:22.920 --> 00:07:25.440 It's a really easy way to do it, especially if you have an administrative role that's 139 00:07:25.440 --> 00:07:26.720 going to be coming into your business. 140 00:07:26.720 --> 00:07:29.640 So I didn't want to make this super long. 141 00:07:29.640 --> 00:07:33.040 I wanted to kind of give you an overarching overview of how we structure positions 142 00:07:33.040 --> 00:07:35.000 within our company. 143 00:07:35.000 --> 00:07:39.920 The way that we actually host those is each one of those items should have a piece 144 00:07:39.920 --> 00:07:41.960 of paper, a PDF. 145 00:07:41.960 --> 00:07:46.040 And the easiest way that we found is that if you pull up the PDF and you go through 146 00:07:46.040 --> 00:07:50.280 it line by line and you record yourself as a screen flow with you talking about 147 00:07:50.280 --> 00:07:54.240 that piece of paper, as the video training them on that piece of paper, not just simply 148 00:07:54.240 --> 00:07:57.880 providing them the paper, then that way you're hitting all types of learning modalities. 149 00:07:57.880 --> 00:08:02.520 So you're getting people who are visual audio and, well, I guess, visual audio, which 150 00:08:02.520 --> 00:08:05.800 is going to cover most people, but it's also an interaction that's related to watching 151 00:08:05.800 --> 00:08:08.520 you go through it and going through it with you at the same time. 152 00:08:08.520 --> 00:08:11.600 And so it almost, it's like as close to real training as you can possibly get in my 153 00:08:11.600 --> 00:08:14.480 opinion, like in-person training. 154 00:08:14.480 --> 00:08:18.640 And for us, the easiest way to do it is we make membership sites on ClickFunnels and 155 00:08:18.640 --> 00:08:20.640 if you're not doing that for years, I think you should. 156 00:08:20.640 --> 00:08:24.440 And if you don't know how to do that, sign up for our stuff and we'll say how to do it. 157 00:08:24.440 --> 00:08:27.480 Anyways, hope you guys did an amazing, amazing day. 158 00:08:27.480 --> 00:08:29.480 Hope that was useful for you. 159 00:08:29.480 --> 00:08:32.920 Those are like, that is like literally how we scale, like if you scale service, that's 160 00:08:32.920 --> 00:08:33.920 how you scale it. 161 00:08:33.920 --> 00:08:34.920 Scale by training. 162 00:08:34.920 --> 00:08:39.840 So if you have an amazing day and if you're a gym owner and you're struggling or you 163 00:08:39.840 --> 00:08:45.480 are not struggling, you just want to crush it more than you already are, go check out 164 00:08:45.480 --> 00:08:50.520 iDon'tHateMoney.com only if you don't hate money or hate helping people and applying 165 00:08:50.520 --> 00:08:53.120 that page and we would love to hear from you. 166 00:08:53.120 --> 00:08:55.800 So have an awesome day and I will catch you guys on the next side.