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This episode is a business coaching course that teaches how to hire the best.

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Featured Coaching Excerpt - Notes & Transcript, Part 1
  • Editor's Note: Clay sat on the end of his seat the entire time waiting for his first Luke Skywalker sighting...
  • Notable Quotable: “Start where you are, with what you have. Make something of it and never be satisfied.”
    -George Washington Carver
    (A man who was born a slave, yet chose to become a self-taught and successful inventor )
  • Editor's Note: Now that is 35 years old he can use that kind of shameless "Dad Humor."
  • Mystic Statistic: According to a U.S office of consumer affairs study titled, Consumer Complaint Handling In America, “70% of customers experiencing a problem don’t complain.”
  • Notable Quotable: “Being nice to people is just 20% of providing good customer service. The important part is designing systems that allow you to do the job right the first time. All the smiles in the world aren't going to help you if your product or service is not what the customer wants...a smile on the face of a limousine driver is not a substitute for an automobile.”
    (Service Profit Chain - Heskett, Sasser, Schesinger (Harvard Business School))
  • Mystic Statistic: According to research conducted by the Harvard Business School, “a 5% increase in customer loyalty could produce profit increases from 25% to 85%.”
  • Ask Yourself: How much would it be worth to you and your business if you could begin finding more quality people today?
  • Lesson Nugget: OVERVIEW: PRINCIPLE #1: Great results are the result of great teams. PRINCIPLE #2: Your people are your competitive advantage or disadvantage. PRINCIPLE #3: Always offer the BIG TEN.

[MUSIC PLAYING]

-Your people are your greatest competitive advantage or disadvantage. You just have to know this, own it. Let this knowledge become your own. Don't think you can have such an amazing product or service that it doesn't matter who you hire.

-Clay Clark. What is up? How are you doing today, sir?

-I'm doing awesome. I saw the new "Star Wars" here over the Christmas holiday.

-You saw it?

-It was fabulous. And I'm ready to talk today about how to assemble a dream team.

-OK, so we're getting into it. How to assemble a dream team. We have Thrivers all over the world really wanting to know how do they put together a team for their business? There's a lot of famous managers and business owners that say that assembling a dream team is kind of the key. In your experience, how important is this topic?

-Well, it's super important. But the problem is it for most Thrivers, myself included in this group, when you're growing a business, you have about $6 in your bank account when you're starting. When I started my first company, you have, like, $6. Maybe you're a genius watching this, and you have a bank account that's pretty at this point. But whether you have a big budget or a small budget, you have to learn how to build a dream team.

And whether you live in the country or you live in the city-- because sometimes people say, well, I live in the country. It's hard to find good people. Some people say, I live in the city. It's hard to find good people. So no matter where you're located on the planet, or no matter what your budget is, you have to find a great team of people. It's super important.

-So it's super important. And if you're somebody that's saying, hey, I don't live in a pool of highly talented people. Is that kind of an excuse or are there ways to get past that?

-Well, two things. One, if you live in a pool, you probably want to get out because you'll start to get wrinkly. And then the second thing is, no matter where you are, I've found that great entrepreneurs, no matter where they are, they can find talent there. Now I say no matter where you are. As long as you're in an economically stable place, in a place where safety is given, then you can find great people. If your officing right now in the middle of a bunker while being shot at, it might be hard to recruit people. But outside of that, yes, it's totally possible.

-So we're going to begin setting this up for all the Thrivers that are watching here. We're going to start off with a Mystic Statistic, Clay, OK? So according to the US Office of Consumer Affairs-- it was a study titled "Consumer Complaint Handling in America"-- 70% of customers experiencing a problem don't complain. Can you begin breaking this down for me?

-Well, if you have bad people on your team and they're doing a bad job, just know the customer is probably not going to tell you. So it creates this weird deal where you have to be honest about this. If you have someone working for you and working with you, and you say, this person is not the kind of person I'd let watch my kids, they really can't be the kind of person working with you. And the customer is not going to complain, so you can't say, well, we haven't had any complaints. If you know, and I know, and they know that they need to go, then it's time to do that.

-So we know that customers experiencing problems, a large majority, they don't complain. Now there's an awesome book-- you actually recommended me this book when we were first starting to do this-- it's called The Surface Profit Chain. It's by Heskett and a number of other Harvard Business School professors. So there's a Notable Quotable here. It's awesome.

It says, "Being nice to people is just 20% of providing good customer service. The important part is designing systems that allow you to do the job right the first time. All the smiles in the world aren't going to help you if your product or service is not what the customer wants. A smile on the face of a limousine driver is not a substitute for an automobile."

What does that really mean? Break down this Notable Quotable for me.

-Well, we have here is that you have to design systems to find great people. Because if you have this great business system and you don't have great people to execute the system, it's not going to work. And so what they're talking about here in this case study is that a lot of these companies-- and I can just think back to my first couple businesses-- you have this great idea and you have this great product, but you don't have a systematic way to find the people to execute your big game plan.

So today we're going to be teaching you specifically how to assemble a great team of people in a systematic way so it can work independent of you actually being there conducting all the interviews.

-So I'm not going to have to be the one actually in the interview. I could basically design a system so that a third grader could ultimately do it.

-I'd say at first, you will have to be the one. And then as your business grows, you can delegate so you don't have to be the one.

-And just to give the Thrivers an idea of what the magnitude of what this training is actually worth to their business, there's another Mystic Statistic here. I want to give it to you. According to a research conducted by the Harvard Business School, 5% increase in customer loyalty could produce profit increases from 25% to 85%. Upwards of 85% for your business. That seems crazy.

-It's a massive number, but I can tell you this. When I was starting my DJ company, one thing I did is I systematically irritated customers. It was amazing. We go out there and we would do the event, and I'm working as hard as I can to book events. And I'm not exaggerating. I knew that about one out of every two weddings we did would just totally be a complete disaster. And if you're watching and I screwed up your wedding, I'm so sorry, but I had no system for recruiting good people. So I would literally book your wedding, and then just hope I could find somebody good.

And so what I did I'd just hire the most skilled people I could find, but I didn't hire people who had the right character. So these people were unbelievable DJ's in terms of the skill, but their social skills were pretty rough. And in fact, we had one DJ, I remember this guy-- and no disrespect if you're from New York-- but if you're in New York, you know what I'm talking about. If you're trying to park your car, you definitely have to honk.

If you're in Tulsa and you're super irate, you probably don't honk. But in New York, if you just need to move in a little bit, if you just need to get into your parking space just a little, you kind of hit the horn. Well, he brought that hit the horn technology to weddings. So mothers of the brides and brides would ask him a question, and he would immediately get aggressive with them. And I didn't have a systematic way to recruit people.

So today at the end of today's episode, I guarantee that everybody's going to know how to do that. So I'm super excited to help you move the needle. And when you do, it creates unbelievable profits, and it's going to absolutely change your life.

-So we're going to get into the specifics of how to assemble a dream team here, and we're going to get into three main principles here. The first principle is great results are the result of great teams. OK? So that's the first principle that we're going to dive into. The second principle is your people are your competitive advantage or disadvantage. That's the second principle. And then the third principle, Clay, is always offer the "Big 10." So, Clay, we're going to get into these three main principles. OK?

-Well, I'll tell you what. I'm excited to break it down. I'm excited to get into it. Marshall, let's tee it off.

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