00:00I love it. That dedication and knowing exactly what you want and what you expect from your team
00:05and the fact that you communicate that well and motivate them, I think that's what makes a great
00:10leader. And again, with all the businesses that are going to be working with you that hire your
00:14services, they're looking for the best. They want people who are going to show up every day
00:18and actually do the work and put in 110%. And a lot of us, when I was in the working
00:25world,
00:25working a job, it's almost like that first 90-day employment phase where they're like,
00:30we're kind of testing you out. I feel like that's the honeymoon phase. You're all really excited.
00:35There's the lovey-dovey. Everyone's really excited. And then six months in, you're married for a bit
00:41and maybe you lost that passion and that fire. And like you said, people are peacing out and they're
00:45like, I don't know if this is right for me. You kind of disengage from that relationship and most
00:50importantly, the work that you're putting in. It's unfortunate. But again, at the end of the day,
00:54you're trying to hire the right people that are going to put forth the effort. And in addition,
00:58when you found someone left, that obstacle that came to you, you already found a resolution before
01:04even contacting the client. That is the way business should be done. You're managing expectations
01:09and you're moving the project along and providing resolutions. Business owners don't want more
01:14problems, right? They want solutions. So when you come to them, I feel like that's exactly the way
01:20people should be treating their own business, providing the solutions without creating more
01:25problems.
01:26Of course, you had mentioned the six month mark where people fall out of love. I don't believe
01:31in that. I believe in checkpoints. I believe in positive reinforcement. Let me give you specifics
01:36for my industry because most people don't like telemarketers and I do not think the majority of
01:41your audience are CEOs of call centers. They didn't sell their soul like I did for this golden
01:46fiddle. So anyway, in my industry, there are certain things that I can do. It's a luxury trade.
01:52Besides making or receiving phone calls, these individuals are bilingual, which bears the mark
01:57of higher education. So Christopher, they're getting a return on investment, just like I am with my
02:03Spanish. So at least por lo menos, they're getting something out of their phone calls every day.
02:07Not only that, I have a certain infrastructure. We have a quality control department.
02:11We listen to your calls. You could look at it from George Orwell's 1984 perspective,
02:16or you could look at it from Mr. Miyagi Karate Kid perspective. The person that's the future leader
02:22wants to be coached and trained and balanced. The one that's insecure and thinks they know it all
02:27don't want to be touched. Well, that's great, but you're making the bad habit and you're running
02:31in circles, but it's the squire to the night. And so when I give you these recordings, besides grading you
02:37on what we call KPIs, which are key performance indicators, certain qualifications we ask, or if
02:44you're using the military alphabet, doing positive escalations where you're mentioning the individual's
02:51name and verbally and written when you get transferred, company name spikes, open-ended
02:57questions, transitional sentences, tie-down questions. We can go through all of this stuff,
03:02but that's what's expected of you. What I want to see are the soft skill.
03:06How many times do you use their name in a certain way? Do you use personal pronouns like a
03:11your or an R with a quarter second slide to get their attention again? Confirm information.
03:17Stack questions. It's a beautiful thing. Taking meeting minutes. Really following through
03:21on a pipeline or making fun. Maybe even doing some due diligence prior to the call like you and I
03:26had
03:26done prior to the podcast. We both know a bunch about each other. So instead of small talk, now we're
03:31buddies. You're starting on third base and you're already six steps ahead. So people hate these
03:36small talk situations. What are you talking about? Reputation precedes you. I got 50 things I
03:41already read about you on Facebook and LinkedIn. Can't wait to talk about ISOC. And so you just
03:45took a cold lead into a very warm lead. Now, now you have some foundation. Of course, of
03:50can custom make voicemail. You can custom make emails. You can at least separate yourself from the
03:5899 other people touching base with you. Doesn't mean you'll get the account, but you'll at least get a
04:03second or third throw at it. Yeah. At least you'll buy yourself another 30 seconds of time. That's all
04:08you need is Indiana Jones to get the gold and get out.
