May 29, 2025 • 25 mins
What separates a top-tier sales rep from the rest?
Jason Morgan, DSR of the Month at Edward Don & Company, shares how a customer-first mindset, operational insight, and strategic problem-solving helped him earn one of foodservice’s highest honors.
In this episode:
• How Jason uses his restaurant background to anticipate customer needs
• Managing multiple roles: sales, logistics, credit & more
• Navigating industry shifts: price transparency, e-commerce & AI
• Why relationships still matter more than ever
• And yes—a memorable story involving a Willie Nelson concert 🎤
🎧 Tune in to hear how putting customers first creates success that gets recognized.
#SalesLeadership #CustomerSuccess #FoodServiceSales #DSRoftheMonth #SalesStrategy #RelationshipSelling #PodcastEpisode
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:00):
Welcome to Confessions Beyond the Food.
I'm your host, nancy Ridland.
Let's dig in and get inspired.
Welcome back to ConfessionsBeyond the Food.
Today, I'm joined by a goodfriend and industry standout,
jason Morgan, from Edward Donand Company.
(00:21):
He was recently named DSR ofthe Month, one of the top honors
in food service, recognizinghis dedication, hustle and
results From deliveringunmatched service to building
rock-solid relationships.
Jason's been doing it all andtoday we're getting into what
drives that success.
(00:41):
So, all right, dsr of the month.
How did it feel when you foundout?
Speaker 2 (00:49):
Well, I will say this it's very humbling, certainly
very surprising, consideringjust the level of DSRs that are
out there.
I know ones that that I workwith at Edward Don and other
companies.
So, uh, it is like I said I itwas a big honor to get and, but
(01:12):
there are lots of deservingpeople out there that, uh, I
know could have gotten it aswell.
Speaker 1 (01:16):
So, Did you do like do a little happy dance?
Speaker 2 (01:19):
It was a very, it was very surprising.
It wasn't I wouldn't say ahappy dance.
It kind of threw you off,because when they sent me the
email, it was like hey, we justwant to interview you for this
article.
Do you have time?
I was like, yeah, whatever, Ididn't know what it was about.
Then, all of a sudden, theywere like hey, just so, you know
, it's this.
I was like okay, that's okay,we have to do this very fast
(01:43):
though.
So we've got about a week toget all this in.
And so I was like all right,well, let's get it set up.
And it was all good and uh, butit was, it was very surprising.
And uh, I really didn't knowwhat to make of it.
Speaker 1 (01:53):
So, cause I didn't know what the a little research
and there's not an exact numberout there, but I think there's
like 50 over 50, 60,000, um DSRsin um food service.
Speaker 2 (02:14):
So that's that's pretty big.
I'm like listen, I don't know,I don't know how my name got to
the top of that list, but Idon't, I won't ask questions and
it.
Uh, like I said I was.
Uh, you know, it was very niceto be recognized, like I said,
especially considering thecompany.
Speaker 1 (02:32):
Yeah, well, that's amazing.
So for people who have no ideawhat you do, what's a day in
your life really look like?
Speaker 2 (02:40):
You know what I do.
You know you're wearing a lotof different hats, right?
So you're selling, you're aprogram manager, you're a
transportation liaison, you're Imean, you're a credit.
You know you're a credit rep,you have to wear all these hats
and there's lots of littledetails that go into it and it's
just trying to stay on top ofeach little thing that has to
(03:02):
get accomplished and moving itforward.
And you know it's just a lot oflittle details and so I think
for me it's just trying to kindof stay on top of where my
customers are at projects thatare ongoing and, you know, just
making sure that everything'sstaying in that lane and moving
(03:23):
on the right direction, buteverything's staying in that
lane and moving all in the rightdirection.
Speaker 1 (03:26):
Yeah, I mean, I was a distributor sales rep for many
years and there are so manythings that you have to do in a
day and no day is ever the same.
Speaker 2 (03:37):
No day is ever the same.
I mean, you try to make itconsistent in the sense of to
establish systems and thingslike that.
But you know, every plan is agood plan until there's a change
and there's a fire andsomething else came up, and now
you're having to deal with this,and so I think the more you can
stay on top of it.
(03:57):
You know, with all those kindof things, it makes it a little
easier when you do have to pivotoff to take care of something
that is became a 911 or anemergency or whatever it might
be.
Speaker 1 (04:08):
So, yeah, so your background is in operations, so
tell us a little bit about whatyou did before and how that you
know helped you out in your roletoday.
Speaker 2 (04:22):
For sure I, you know, I would say I stumbled onto
this industry.
But I, you know, I went off tocollege, didn't really know what
I wanted to do, and so startedworking in restaurants and said,
hey, I think this could besomething that I enjoy.
And so I went to college for it, which most people don't, cause
they just stay in the industryand just kind of work their way
(04:43):
up.
But, uh know, I, I loved therestaurant industry.
You know the fast pace, the somany things gone at one time.
You get to take care of the,you get to see the service
experience from the start to thefinish and get to be a part of
all that.
People come and celebratespecial events and moments.
(05:04):
You get to be a part of allthat.
People come and celebratespecial events and moments.
You get to be a part of it.
And so all those things made itexciting for me.
I think the hard part is thethings that I think I enjoyed
about it when I was younger.
Don't always.
You know, it becomes a littlemore difficult once you have
family and you have kids and allthis, and so that is really the
(05:26):
.
The only reason that I got outof it is there's just there just
wasn't a lot of give, and so,luckily, I uh talked to somebody
who helped me.
That's right, this, this ladysitting next to me uh said, hey,
why don't you talk to EdwardDon?
And uh, sitting next to me,said, hey, why don't you talk to
Edward Don?
And I think you'd really enjoyit.
And I did and it was probablythe best thing and one of the
(05:50):
best decisions I've ever made.
Wish I had done it a yearsooner and you know, but it did
help me.
I think it helped me have anunderstanding of an operator and
what their day's like and whatwould be beneficial for them and
how I could be most helpful inwhat they're doing.
(06:13):
I think I try to take thatapproach with everything that I
do is, from looking ateverything from that customer,
from that operator perspective,to say, okay, is, is this the
best way, Is this the simplestway?
What can we do to make thatprocess better or whatever it
might be?
And so I think that's helped me.
You know, certainly besuccessful and also just being
(06:36):
able to kind of talk thelanguage and you know the, the
slang and the industry of whatthings are called and everything
else, and so I think all ofthat just helped give me an edge
.
I mean, I think there'scertainly a lot of stuff that I
didn't know and I had to learn,but I think that certainly
helped me feel a lot morecomfortable, you know, coming
into that role and that job.
Speaker 1 (06:58):
I mean this guy got in there and he didn't mess
around.
I mean you got in there andjust I mean ruled it.
I was so excited for you.
It was really cool to watch youknow, you starting to.
I mean, it was only like a yearor two later you had one of the
biggest accounts you know inthe country.
So I'm very, very superimpressive of that journey.
(07:21):
So yeah, so so be real.
Speaker 2 (07:27):
Okay.
Speaker 1 (07:28):
What's the toughest part of the job?
Speaker 2 (07:32):
You know, I think part of it's my own doing and
everything else it's it's muchlike just the in operations in
general is that it's alwaysgoing right.
There's two things it's it'salways going right.
There's two things it's alwaysgoing.
I mean, even though you know wemight not be opened on the
weekend, you still have stuffthat's coming across.
(07:53):
You still have things.
You know that people havequestions about what's going on
with this, where's this, and soyou know, when our industry's
opened in all hours and alltimes, through holidays and all
this, and that I'm like you, youkind of are too, and so
learning to kind of turn thatoff and not turn it off makes it
(08:14):
, you know, makes it, you know,can make it challenging, right.
And then I think, when you're inoperations, you were very
hands-on and you know you couldtake care of a lot of things
yourself.
You, you know you you switchthose hats, but a lot of times
it was you that was having to dosome of that.
And I think, learning your partof the whole process and
(08:34):
understanding all the differentpeople that are involved, from
start to finish, from selectinga spec to all the way to getting
delivered and rolled out it'sjust you can't do it all, and so
good communication and stayingyou know, keeping everybody in
the loop and you know notgetting frustrated if something
(08:55):
doesn't go through and but justhaving to really learn that
whole process to help expedite,you know when things have to
happen.
Speaker 1 (09:02):
So yeah, it's extremely difficult to fit it
all in and you can't do it all,and so and that's that's really
difficult.
And he, Jason and I are verysimilar in the fact where we
just can't turn it off, like onvacation and things like that.
Speaker 2 (09:20):
But my wife was just like but yeah, you know, it's an
area of opportunity.
Speaker 1 (09:27):
Yes, yes, so, um.
So you've got a wrap for takingcare of your customers.
Um so, what's your secret sauceto um your relationships?
Speaker 2 (09:40):
Well, I think, like I said before, uh, first and
foremost trying to look ateverything from their customer,
you know, try to come from theirperspective, look at, like,
what they're kind of goingthrough and where I could be of
help.
I think it's always you want tobe proactive instead of reactive
(10:02):
to everything, and so I think,just staying in front of things
that are going on and justhelping them, you know, with
that Uh and, and you know, justhonestly, there's, you know,
most of the time everything goesright and you know, but there's
times when stuff doesn't andyou just can't be afraid to, you
(10:24):
know, take that tough phonecall, talk to them about it like
, be real, solve the problem,and then, you know, get it
resolved.
You know, I always say you know,I had an operator that I worked
for that told me that you know,you just want to take the
anxiety out of every situationthat they have.
So you know, they just want toknow, when people come to you
(10:47):
for something, that they havesomebody that owns it with them
and that they have it.
And so you know, I want to takethat off their plate because I
know if I can do that, thenthey're not going to be focused
on this anymore.
They can go do other things,and I know what that's like in
the day If you're constantlyworried if something got done,
(11:11):
is this going to get taken careof.
And so you know, with mycustomers, I think they know if
they come to me and they have itlike it's going to get taken
care of and they don't have toworry about following up and all
that because they know I'mgoing to take care of it for
them.
Speaker 1 (11:19):
So so can you give us an example of how you take care
of it when something does gowrong?
Speaker 2 (11:26):
Yeah, I mean, like I said, the first thing is just is
just own it Right.
Like, don't, don't make excuses, don't try to pass all blame,
like, like you know, be veryclear what the issue is, how
it's going to get resolved.
Okay, you know, andunderstanding the process of
like how everything works,allows you to know who to
(11:48):
contact, how to you know how tomaybe maneuver around some
things to get it done quicker.
But, like I said, just own it,take it and, you know, take it
all the way to completion.
Don't make no assumptions andjust make sure that they know
that you've closed that thatescalation loop or whatever it
(12:08):
is, then that, hey, we're hereand so that's really it for me.
I, you know, I, as much as Iwish you got nothing but great
phone calls on how everythingwent well on the lake, you know,
I think it's what you do in thetimes when like things don't go
well.
It's what you do in the timeswhen like things don't go well.
It's what really separates youfrom like being somebody that's
(12:31):
a partner in the relationshipwith your customer, or if you're
just, you know, somebody that's, you know, servicing them,
right.
Speaker 1 (12:39):
So yeah, getting bad news fast to the customer is
super important, and so itdoesn't get easier right, yeah.
Speaker 2 (12:48):
It's not going to get any better if you wait Right.
Speaker 1 (12:51):
Right and then just finding you know that creative
solution and so being a problemsolver, so that's awesome.
So how have you seen the gamechange, whether it's tech
expectations or how people buy?
What have you seen change overthe last couple of years?
Speaker 2 (13:08):
You know, I mean I think certainly you know from
when I started to to now.
I mean you know online and justthe.
You know there's thetransparency of what things cost
and just the different avenuesthat people can get things from.
I mean you know where Amazon isnow versus where it was.
(13:32):
You know other dealers andthings like that.
It's hard, you know.
I don't think I mean eventhough I feel like Everdon and
you know and what we do, wecertainly are very competitive
when it comes down to price.
That's not what we're trying tosell, and so when you know when
(13:52):
you're dealing with that, Ithink we have to you know you're
really trying to make sure thatthey understand what the value
that you bring to that and so,like I said, I think that's made
it, you know, a little moredifficult.
You know, and certainly all theAI in its infancy right now,
there are great aspects of whatit can do to.
(14:14):
You know you can get thingsquicker, how you you know
information that can be veryhelpful.
You know, I think I'minterested to see how that all
kind of changes over the nextcouple of years too.
But you know, it's definitelythat.
I think it's just theinformation faster at people's
fingertips and how you know howthey communicate and all that.
(14:36):
It's just.
It just keeps changing.
Speaker 1 (14:39):
So how are you using AI in your day to day?
Speaker 2 (14:49):
AI in your day to day .
Yeah, I mean, we certainly, youknow, for you know we're seeing
it and our ability to do likequoting and getting things, so
it's much faster on largerprojects, which is great Things
that could take, you know, lotsand lots of time.
You know cuts down to allow youto focus on other things and,
like I said, just gettinginformation and you know.
You know cuts down to allow youto focus on other things and,
like I said, just gettinginformation and you know, you
know how we can send, you knowyou know respond to things and
(15:14):
messaging and all this kind ofstuff.
It just allows us to, I think,be a little quicker with how we
are able to do some of that andso, like I said, it's I know
Everdon has certainly embracedit and that we are putting a lot
into that, and so I'm anxiousto see how it like how that
keeps evolving with what we do.
So I mean it's exciting.
(15:36):
It is.
Kind of scary Well it is untiluntil until.
They're like hey, you don'thave a job Cause there's this
man that's like yeah.
Speaker 1 (15:47):
I've got here that can take care of everything, but
you know, you just can'treplace people.
Speaker 2 (15:50):
You can't, and I think that's what you have to
rely on.
I think you know, I thinkeverybody, there's efficiencies
in how you do everything, but Ithink the relationship of you
know, that person to person, youknow I mean, I think that
that's going to be very hard toever replace.
Speaker 1 (16:10):
Right, that face to face.
I mean, that's why these guysdo business with you is because
you you basically I mean helpthem every day on in solving
problems and try to.
I mean, crazy things happen,but just in the way you keep up
(16:31):
with you know, um, the usage andproduct usage and the openings
and things like that, um, and Idon't think AI could do that.
Speaker 2 (16:40):
No, I think it's right.
There's so many hats, like Isaid.
I mean, maybe one day they canfigure out how it all comes
together, but with all thedifferent things, there's lots
of little things that happen toget to the end result, and so I
think it's understanding thatand staying on top of all that
that allows that process andthat system to go through.
(17:03):
And so it does take a lot oftime.
I think the more you do thisjob, the quicker you get, and
you know really, what I tellpeople anyway is I don't think
I'm, I am not the best atanything, but I know who the
best are and who reallyspecialize, and I know who to
call, you know, or who to reachout to to get that information.
(17:25):
And so, which makes it morepowerful for me to know that I I
don't I might not immediatelyhave a solution, but I know who
does, and we can, you know.
You know, customers can feellike they can come to us with
what anything, and we're goingto be able to find something for
them, you know.
Speaker 1 (17:44):
So super important to happen to your network.
That's right.
So what's something you wishyou knew when you were starting
out?
Speaker 2 (17:53):
You know I would say this I, yeah, I would tell I
knew some in this industry youknow, with being in operations
and all that.
Uh, some in this industry youknow, with being in operations
and all that I wish I would have.
You know.
I have, over time with Don like, developed great relationships
(18:15):
with just some super heavyhitters that have been around
for a long time.
I wish very early on, I wouldhave spent a lot of more time
with somebody like that toreally understand how they do
things.
I mean, I tried to, you know,ask questions and things like
that, but I wish I would havedone more to really see, because
(18:39):
I think it's pretty amazing,like you, there's there's
typically not one way to get toan answer and all these people
that are successful all havebest practices that they use
that have allowed them to besuccessful and I think taking
those different tools from theirtoolkit that work for them and
(19:03):
all this and that would havehelped me even bridge the gap
sooner or help me be moresuccessful in how they go about
things, and you know I would.
I should have been moreproactive, I think with that
starting out.
Speaker 1 (19:18):
It's hard because you're learning so many
different things.
Speaker 2 (19:22):
And you have a territory at the same time that
you're trying to take care of,and so, like I say, it's
difficult, it's difficult to do,but those relationships with
those people I mean they'reinvaluable to me now and I have
people that I can call and thatI talk to on a weekly basis that
help me with all the stuff thatI'm dealing with with customers
(19:46):
and kind of what they're seeingout there and all that.
That really helps me to kind ofstay in balance with everything
going on.
Speaker 1 (19:53):
I think that's such a good point because I know for
me, when I was at Dawn andlearning everything, there were
people there that had been inthe, that worked there for 20,
30 years, so and they're supersuccessful.
They they love what they do andso I loved getting to talk to
(20:16):
them and I think that's reallygood advice he's giving y'all.
So I wish I would have spentmore time doing that as well.
Speaker 2 (20:23):
So, yeah, he's giving y'all.
So I wish I would have spentmore time doing that as well.
So, yeah, one you know, achange I think you know from
with COVID and you're not in theoffice, there weren't as many
events like how you werenetworked and how you were doing
all that all kind of changed.
And so you know, that value ofthe face-to-face and just
sitting down and doing it likethat kind of went away for a
little bit and then it came back.
But you know, I think you knowhaving a mentor or whatever it
(20:49):
might be that can really guideyou through is important.
I mean, I've had great bosses,you know, since I've been here
and so that make my job super.
You know, they help make my mein my job a lot easier, um,
because they help take thingsoff of me and they also are just
great resources and everythingthat's going on and always fight
(21:12):
for me, and so it's uh, that'salso been very beneficial.
Speaker 1 (21:15):
So that's great.
So thank you so much for comingin today, like I've really.
I have ton mad respect for you,jason, and all the things that
you do, and just watching yourthought processes as we work
together, um, but really proudof you for DSR of the month.
(21:37):
I mean, that's just huge.
But I can't let you out of hereuntil you tell me your
confession.
Speaker 2 (21:43):
No, okay, so this is something I'm confessing to,
something that nobody might knowabout me.
That is like what?
That kind of thing.
Okay, well, I actually gotthrown out and not arrested, but
(22:06):
handcuffed and kicked out at aWillie Nelson concert, for a
mosh, for moshing and everythingat a.
Well.
Now you might think that thatdoesn't happen, but I will tell
you.
It was not because I wanted to.
I was in Lubbock when I was atTexas tech and I was with some
(22:31):
friends of mine and the nextthing I knew I was getting
picked up and people werewatching and I was like what,
what's going on here?
And I just see I'm gettingcarried and I'm going over and
I'm like yeah.
So they like they picked me up.
And so I'm like I'm likegetting going, and I'm you're
going, like this is the man.
I'm like, oh, wow, this is socool.
(22:52):
And then all of a sudden yourealize like well, there's a gap
, like I'm not getting put onthe stage, I just see as I see
people fall.
And so next thing I know I falllike 12 feet in this pit and a
nice policeman just said hey,sir, why don't you come with me?
Wrote me a ticket fortrespassing and said you can go
out right here.
And so, yes, you would thinkthat that's not a thing or that
(23:17):
people wouldn't do that, butthat did happen At a Willie.
Speaker 1 (23:20):
Nelson concert.
Speaker 2 (23:22):
At a Willie Nelson concert and my ride was still
inside and I couldn't have beenprobably three months in, it'd
probably be in a take, didn'tknow my way around.
So yeah, fun times, things youlearn in college.
Speaker 1 (23:35):
Okay, I don't know if you're not watching this, but,
jason, I have to ask you, and Ikind of know, the answer because
I know he has a twin brother.
Yes, look a lot alike.
And so I knew his twin brotherin college and he was I mean, he
was the size he is today.
I mean, did you grow a lotafter?
(23:56):
I mean, like, you're a prettytall guy.
Speaker 2 (23:59):
I wouldn't say that I'm in my fighting weight like I
was back then.
But it's amazing when four orfive people go pretty quick and
like so you know you're justgoing and nobody's asking
questions and you're justgetting passed down the line and
so, yeah, that did happen.
You know it's.
I think that was the last timethat I've ever done that and so,
(24:22):
yeah, you, you live and learn.
Speaker 1 (24:25):
You live and learn at the Willie Nelson concert.
Don't form a mosh pit.
Speaker 2 (24:31):
It doesn't end good yeah.
Speaker 1 (24:33):
So yeah, I think that would have happened at Bush or
something.
That's what I said.
Speaker 2 (24:38):
I think I was laughing at the like I started
seeing people doing it, laughingat the like I started seeing
people doing it and then I heardlike voices like whispering
behind me and in the span ofabout five seconds I just was up
and getting past and I was like, and once you're up, I'm like
there's really there's no way toget down and so you're just on.
(24:58):
You're just kind of on, alongfor the ride, that point.
Speaker 1 (25:02):
Crazy.
That's a great confession, Isit?
I mean it really is.
I like it.
Speaker 2 (25:06):
Like you know, police and handcuffs and tickets.
So I mean, is that spicy enough?
Speaker 1 (25:12):
It's super spicy.
I like it.
I did not know that was goingto come out today, so I'm going
to have to pull your brother forsome more stories and
confessions.
Speaker 2 (25:21):
Listen, that's a whole series, so that could be a
fun one.
That's right.
That's right, that could be afun one.
Speaker 1 (25:29):
Well, thank you so much Jason, thank you guys, so
much for joining us and we'llsee you next time.
Thank you Thanks guys For moreinspiration.
Follow our social media atW3Sales.
Please like comment.
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You know all the things wewould love to connect with you.
Welcome to Confessions Beyond the Food.
I'm your host, nancy Ridland.
Let's dig in and get inspired.
Welcome back to ConfessionsBeyond the Food.
Today, I'm joined by a goodfriend and industry standout,
jason Morgan, from Edward Donand Company.
(00:21):
He was recently named DSR ofthe Month, one of the top honors
in food service, recognizinghis dedication, hustle and
results From deliveringunmatched service to building
rock-solid relationships.
Jason's been doing it all andtoday we're getting into what
drives that success.
(00:41):
So, all right, dsr of the month.
How did it feel when you foundout?
Speaker 2 (00:49):
Well, I will say this it's very humbling, certainly
very surprising, consideringjust the level of DSRs that are
out there.
I know ones that that I workwith at Edward Don and other
companies.
So, uh, it is like I said I itwas a big honor to get and, but
(01:12):
there are lots of deservingpeople out there that, uh, I
know could have gotten it aswell.
Speaker 1 (01:16):
So, Did you do like do a little happy dance?
Speaker 2 (01:19):
It was a very, it was very surprising.
It wasn't I wouldn't say ahappy dance.
It kind of threw you off,because when they sent me the
email, it was like hey, we justwant to interview you for this
article.
Do you have time?
I was like, yeah, whatever, Ididn't know what it was about.
Then, all of a sudden, theywere like hey, just so, you know
, it's this.
I was like okay, that's okay,we have to do this very fast
(01:43):
though.
So we've got about a week toget all this in.
And so I was like all right,well, let's get it set up.
And it was all good and uh, butit was, it was very surprising.
And uh, I really didn't knowwhat to make of it.
Speaker 1 (01:53):
So, cause I didn't know what the a little research
and there's not an exact numberout there, but I think there's
like 50 over 50, 60,000, um DSRsin um food service.
Speaker 2 (02:14):
So that's that's pretty big.
I'm like listen, I don't know,I don't know how my name got to
the top of that list, but Idon't, I won't ask questions and
it.
Uh, like I said I was.
Uh, you know, it was very niceto be recognized, like I said,
especially considering thecompany.
Speaker 1 (02:32):
Yeah, well, that's amazing.
So for people who have no ideawhat you do, what's a day in
your life really look like?
Speaker 2 (02:40):
You know what I do.
You know you're wearing a lotof different hats, right?
So you're selling, you're aprogram manager, you're a
transportation liaison, you're Imean, you're a credit.
You know you're a credit rep,you have to wear all these hats
and there's lots of littledetails that go into it and it's
just trying to stay on top ofeach little thing that has to
(03:02):
get accomplished and moving itforward.
And you know it's just a lot oflittle details and so I think
for me it's just trying to kindof stay on top of where my
customers are at projects thatare ongoing and, you know, just
making sure that everything'sstaying in that lane and moving
(03:23):
on the right direction, buteverything's staying in that
lane and moving all in the rightdirection.
Speaker 1 (03:26):
Yeah, I mean, I was a distributor sales rep for many
years and there are so manythings that you have to do in a
day and no day is ever the same.
Speaker 2 (03:37):
No day is ever the same.
I mean, you try to make itconsistent in the sense of to
establish systems and thingslike that.
But you know, every plan is agood plan until there's a change
and there's a fire andsomething else came up, and now
you're having to deal with this,and so I think the more you can
stay on top of it.
(03:57):
You know, with all those kindof things, it makes it a little
easier when you do have to pivotoff to take care of something
that is became a 911 or anemergency or whatever it might
be.
Speaker 1 (04:08):
So, yeah, so your background is in operations, so
tell us a little bit about whatyou did before and how that you
know helped you out in your roletoday.
Speaker 2 (04:22):
For sure I, you know, I would say I stumbled onto
this industry.
But I, you know, I went off tocollege, didn't really know what
I wanted to do, and so startedworking in restaurants and said,
hey, I think this could besomething that I enjoy.
And so I went to college for it, which most people don't, cause
they just stay in the industryand just kind of work their way
(04:43):
up.
But, uh know, I, I loved therestaurant industry.
You know the fast pace, the somany things gone at one time.
You get to take care of the,you get to see the service
experience from the start to thefinish and get to be a part of
all that.
People come and celebratespecial events and moments.
(05:04):
You get to be a part of allthat.
People come and celebratespecial events and moments.
You get to be a part of it.
And so all those things made itexciting for me.
I think the hard part is thethings that I think I enjoyed
about it when I was younger.
Don't always.
You know, it becomes a littlemore difficult once you have
family and you have kids and allthis, and so that is really the
(05:26):
.
The only reason that I got outof it is there's just there just
wasn't a lot of give, and so,luckily, I uh talked to somebody
who helped me.
That's right, this, this ladysitting next to me uh said, hey,
why don't you talk to EdwardDon?
And uh, sitting next to me,said, hey, why don't you talk to
Edward Don?
And I think you'd really enjoyit.
And I did and it was probablythe best thing and one of the
(05:50):
best decisions I've ever made.
Wish I had done it a yearsooner and you know, but it did
help me.
I think it helped me have anunderstanding of an operator and
what their day's like and whatwould be beneficial for them and
how I could be most helpful inwhat they're doing.
(06:13):
I think I try to take thatapproach with everything that I
do is, from looking ateverything from that customer,
from that operator perspective,to say, okay, is, is this the
best way, Is this the simplestway?
What can we do to make thatprocess better or whatever it
might be?
And so I think that's helped me.
You know, certainly besuccessful and also just being
(06:36):
able to kind of talk thelanguage and you know the, the
slang and the industry of whatthings are called and everything
else, and so I think all ofthat just helped give me an edge
.
I mean, I think there'scertainly a lot of stuff that I
didn't know and I had to learn,but I think that certainly
helped me feel a lot morecomfortable, you know, coming
into that role and that job.
Speaker 1 (06:58):
I mean this guy got in there and he didn't mess
around.
I mean you got in there andjust I mean ruled it.
I was so excited for you.
It was really cool to watch youknow, you starting to.
I mean, it was only like a yearor two later you had one of the
biggest accounts you know inthe country.
So I'm very, very superimpressive of that journey.
(07:21):
So yeah, so so be real.
Speaker 2 (07:27):
Okay.
Speaker 1 (07:28):
What's the toughest part of the job?
Speaker 2 (07:32):
You know, I think part of it's my own doing and
everything else it's it's muchlike just the in operations in
general is that it's alwaysgoing right.
There's two things it's it'salways going right.
There's two things it's alwaysgoing.
I mean, even though you know wemight not be opened on the
weekend, you still have stuffthat's coming across.
(07:53):
You still have things.
You know that people havequestions about what's going on
with this, where's this, and soyou know, when our industry's
opened in all hours and alltimes, through holidays and all
this, and that I'm like you, youkind of are too, and so
learning to kind of turn thatoff and not turn it off makes it
(08:14):
, you know, makes it, you know,can make it challenging, right.
And then I think, when you're inoperations, you were very
hands-on and you know you couldtake care of a lot of things
yourself.
You, you know you you switchthose hats, but a lot of times
it was you that was having to dosome of that.
And I think, learning your partof the whole process and
(08:34):
understanding all the differentpeople that are involved, from
start to finish, from selectinga spec to all the way to getting
delivered and rolled out it'sjust you can't do it all, and so
good communication and stayingyou know, keeping everybody in
the loop and you know notgetting frustrated if something
(08:55):
doesn't go through and but justhaving to really learn that
whole process to help expedite,you know when things have to
happen.
Speaker 1 (09:02):
So yeah, it's extremely difficult to fit it
all in and you can't do it all,and so and that's that's really
difficult.
And he, Jason and I are verysimilar in the fact where we
just can't turn it off, like onvacation and things like that.
Speaker 2 (09:20):
But my wife was just like but yeah, you know, it's an
area of opportunity.
Speaker 1 (09:27):
Yes, yes, so, um.
So you've got a wrap for takingcare of your customers.
Um so, what's your secret sauceto um your relationships?
Speaker 2 (09:40):
Well, I think, like I said before, uh, first and
foremost trying to look ateverything from their customer,
you know, try to come from theirperspective, look at, like,
what they're kind of goingthrough and where I could be of
help.
I think it's always you want tobe proactive instead of reactive
(10:02):
to everything, and so I think,just staying in front of things
that are going on and justhelping them, you know, with
that Uh and, and you know, justhonestly, there's, you know,
most of the time everything goesright and you know, but there's
times when stuff doesn't andyou just can't be afraid to, you
(10:24):
know, take that tough phonecall, talk to them about it like
, be real, solve the problem,and then, you know, get it
resolved.
You know, I always say you know,I had an operator that I worked
for that told me that you know,you just want to take the
anxiety out of every situationthat they have.
So you know, they just want toknow, when people come to you
(10:47):
for something, that they havesomebody that owns it with them
and that they have it.
And so you know, I want to takethat off their plate because I
know if I can do that, thenthey're not going to be focused
on this anymore.
They can go do other things,and I know what that's like in
the day If you're constantlyworried if something got done,
(11:11):
is this going to get taken careof.
And so you know, with mycustomers, I think they know if
they come to me and they have itlike it's going to get taken
care of and they don't have toworry about following up and all
that because they know I'mgoing to take care of it for
them.
Speaker 1 (11:19):
So so can you give us an example of how you take care
of it when something does gowrong?
Speaker 2 (11:26):
Yeah, I mean, like I said, the first thing is just is
just own it Right.
Like, don't, don't make excuses, don't try to pass all blame,
like, like you know, be veryclear what the issue is, how
it's going to get resolved.
Okay, you know, andunderstanding the process of
like how everything works,allows you to know who to
(11:48):
contact, how to you know how tomaybe maneuver around some
things to get it done quicker.
But, like I said, just own it,take it and, you know, take it
all the way to completion.
Don't make no assumptions andjust make sure that they know
that you've closed that thatescalation loop or whatever it
(12:08):
is, then that, hey, we're hereand so that's really it for me.
I, you know, I, as much as Iwish you got nothing but great
phone calls on how everythingwent well on the lake, you know,
I think it's what you do in thetimes when like things don't go
well.
It's what you do in the timeswhen like things don't go well.
It's what really separates youfrom like being somebody that's
(12:31):
a partner in the relationshipwith your customer, or if you're
just, you know, somebody that's, you know, servicing them,
right.
Speaker 1 (12:39):
So yeah, getting bad news fast to the customer is
super important, and so itdoesn't get easier right, yeah.
Speaker 2 (12:48):
It's not going to get any better if you wait Right.
Speaker 1 (12:51):
Right and then just finding you know that creative
solution and so being a problemsolver, so that's awesome.
So how have you seen the gamechange, whether it's tech
expectations or how people buy?
What have you seen change overthe last couple of years?
Speaker 2 (13:08):
You know, I mean I think certainly you know from
when I started to to now.
I mean you know online and justthe.
You know there's thetransparency of what things cost
and just the different avenuesthat people can get things from.
I mean you know where Amazon isnow versus where it was.
(13:32):
You know other dealers andthings like that.
It's hard, you know.
I don't think I mean eventhough I feel like Everdon and
you know and what we do, wecertainly are very competitive
when it comes down to price.
That's not what we're trying tosell, and so when you know when
(13:52):
you're dealing with that, Ithink we have to you know you're
really trying to make sure thatthey understand what the value
that you bring to that and so,like I said, I think that's made
it, you know, a little moredifficult.
You know, and certainly all theAI in its infancy right now,
there are great aspects of whatit can do to.
(14:14):
You know you can get thingsquicker, how you you know
information that can be veryhelpful.
You know, I think I'minterested to see how that all
kind of changes over the nextcouple of years too.
But you know, it's definitelythat.
I think it's just theinformation faster at people's
fingertips and how you know howthey communicate and all that.
(14:36):
It's just.
It just keeps changing.
Speaker 1 (14:39):
So how are you using AI in your day to day?
Speaker 2 (14:49):
AI in your day to day .
Yeah, I mean, we certainly, youknow, for you know we're seeing
it and our ability to do likequoting and getting things, so
it's much faster on largerprojects, which is great Things
that could take, you know, lotsand lots of time.
You know cuts down to allow youto focus on other things and,
like I said, just gettinginformation and you know.
You know cuts down to allow youto focus on other things and,
like I said, just gettinginformation and you know, you
know how we can send, you knowyou know respond to things and
(15:14):
messaging and all this kind ofstuff.
It just allows us to, I think,be a little quicker with how we
are able to do some of that andso, like I said, it's I know
Everdon has certainly embracedit and that we are putting a lot
into that, and so I'm anxiousto see how it like how that
keeps evolving with what we do.
So I mean it's exciting.
(15:36):
It is.
Kind of scary Well it is untiluntil until.
They're like hey, you don'thave a job Cause there's this
man that's like yeah.
Speaker 1 (15:47):
I've got here that can take care of everything, but
you know, you just can'treplace people.
Speaker 2 (15:50):
You can't, and I think that's what you have to
rely on.
I think you know, I thinkeverybody, there's efficiencies
in how you do everything, but Ithink the relationship of you
know, that person to person, youknow I mean, I think that
that's going to be very hard toever replace.
Speaker 1 (16:10):
Right, that face to face.
I mean, that's why these guysdo business with you is because
you you basically I mean helpthem every day on in solving
problems and try to.
I mean, crazy things happen,but just in the way you keep up
(16:31):
with you know, um, the usage andproduct usage and the openings
and things like that, um, and Idon't think AI could do that.
Speaker 2 (16:40):
No, I think it's right.
There's so many hats, like Isaid.
I mean, maybe one day they canfigure out how it all comes
together, but with all thedifferent things, there's lots
of little things that happen toget to the end result, and so I
think it's understanding thatand staying on top of all that
that allows that process andthat system to go through.
(17:03):
And so it does take a lot oftime.
I think the more you do thisjob, the quicker you get, and
you know really, what I tellpeople anyway is I don't think
I'm, I am not the best atanything, but I know who the
best are and who reallyspecialize, and I know who to
call, you know, or who to reachout to to get that information.
(17:25):
And so, which makes it morepowerful for me to know that I I
don't I might not immediatelyhave a solution, but I know who
does, and we can, you know.
You know, customers can feellike they can come to us with
what anything, and we're goingto be able to find something for
them, you know.
Speaker 1 (17:44):
So super important to happen to your network.
That's right.
So what's something you wishyou knew when you were starting
out?
Speaker 2 (17:53):
You know I would say this I, yeah, I would tell I
knew some in this industry youknow, with being in operations
and all that.
Uh, some in this industry youknow, with being in operations
and all that I wish I would have.
You know.
I have, over time with Don like, developed great relationships
(18:15):
with just some super heavyhitters that have been around
for a long time.
I wish very early on, I wouldhave spent a lot of more time
with somebody like that toreally understand how they do
things.
I mean, I tried to, you know,ask questions and things like
that, but I wish I would havedone more to really see, because
(18:39):
I think it's pretty amazing,like you, there's there's
typically not one way to get toan answer and all these people
that are successful all havebest practices that they use
that have allowed them to besuccessful and I think taking
those different tools from theirtoolkit that work for them and
(19:03):
all this and that would havehelped me even bridge the gap
sooner or help me be moresuccessful in how they go about
things, and you know I would.
I should have been moreproactive, I think with that
starting out.
Speaker 1 (19:18):
It's hard because you're learning so many
different things.
Speaker 2 (19:22):
And you have a territory at the same time that
you're trying to take care of,and so, like I say, it's
difficult, it's difficult to do,but those relationships with
those people I mean they'reinvaluable to me now and I have
people that I can call and thatI talk to on a weekly basis that
help me with all the stuff thatI'm dealing with with customers
(19:46):
and kind of what they're seeingout there and all that.
That really helps me to kind ofstay in balance with everything
going on.
Speaker 1 (19:53):
I think that's such a good point because I know for
me, when I was at Dawn andlearning everything, there were
people there that had been inthe, that worked there for 20,
30 years, so and they're supersuccessful.
They they love what they do andso I loved getting to talk to
(20:16):
them and I think that's reallygood advice he's giving y'all.
So I wish I would have spentmore time doing that as well.
Speaker 2 (20:23):
So, yeah, he's giving y'all.
So I wish I would have spentmore time doing that as well.
So, yeah, one you know, achange I think you know from
with COVID and you're not in theoffice, there weren't as many
events like how you werenetworked and how you were doing
all that all kind of changed.
And so you know, that value ofthe face-to-face and just
sitting down and doing it likethat kind of went away for a
little bit and then it came back.
But you know, I think you knowhaving a mentor or whatever it
(20:49):
might be that can really guideyou through is important.
I mean, I've had great bosses,you know, since I've been here
and so that make my job super.
You know, they help make my mein my job a lot easier, um,
because they help take thingsoff of me and they also are just
great resources and everythingthat's going on and always fight
(21:12):
for me, and so it's uh, that'salso been very beneficial.
Speaker 1 (21:15):
So that's great.
So thank you so much for comingin today, like I've really.
I have ton mad respect for you,jason, and all the things that
you do, and just watching yourthought processes as we work
together, um, but really proudof you for DSR of the month.
(21:37):
I mean, that's just huge.
But I can't let you out of hereuntil you tell me your
confession.
Speaker 2 (21:43):
No, okay, so this is something I'm confessing to,
something that nobody might knowabout me.
That is like what?
That kind of thing.
Okay, well, I actually gotthrown out and not arrested, but
(22:06):
handcuffed and kicked out at aWillie Nelson concert, for a
mosh, for moshing and everythingat a.
Well.
Now you might think that thatdoesn't happen, but I will tell
you.
It was not because I wanted to.
I was in Lubbock when I was atTexas tech and I was with some
(22:31):
friends of mine and the nextthing I knew I was getting
picked up and people werewatching and I was like what,
what's going on here?
And I just see I'm gettingcarried and I'm going over and
I'm like yeah.
So they like they picked me up.
And so I'm like I'm likegetting going, and I'm you're
going, like this is the man.
I'm like, oh, wow, this is socool.
(22:52):
And then all of a sudden yourealize like well, there's a gap
, like I'm not getting put onthe stage, I just see as I see
people fall.
And so next thing I know I falllike 12 feet in this pit and a
nice policeman just said hey,sir, why don't you come with me?
Wrote me a ticket fortrespassing and said you can go
out right here.
And so, yes, you would thinkthat that's not a thing or that
(23:17):
people wouldn't do that, butthat did happen At a Willie.
Speaker 1 (23:20):
Nelson concert.
Speaker 2 (23:22):
At a Willie Nelson concert and my ride was still
inside and I couldn't have beenprobably three months in, it'd
probably be in a take, didn'tknow my way around.
So yeah, fun times, things youlearn in college.
Speaker 1 (23:35):
Okay, I don't know if you're not watching this, but,
jason, I have to ask you, and Ikind of know, the answer because
I know he has a twin brother.
Yes, look a lot alike.
And so I knew his twin brotherin college and he was I mean, he
was the size he is today.
I mean, did you grow a lotafter?
(23:56):
I mean, like, you're a prettytall guy.
Speaker 2 (23:59):
I wouldn't say that I'm in my fighting weight like I
was back then.
But it's amazing when four orfive people go pretty quick and
like so you know you're justgoing and nobody's asking
questions and you're justgetting passed down the line and
so, yeah, that did happen.
You know it's.
I think that was the last timethat I've ever done that and so,
(24:22):
yeah, you, you live and learn.
Speaker 1 (24:25):
You live and learn at the Willie Nelson concert.
Don't form a mosh pit.
Speaker 2 (24:31):
It doesn't end good yeah.
Speaker 1 (24:33):
So yeah, I think that would have happened at Bush or
something.
That's what I said.
Speaker 2 (24:38):
I think I was laughing at the like I started
seeing people doing it, laughingat the like I started seeing
people doing it and then I heardlike voices like whispering
behind me and in the span ofabout five seconds I just was up
and getting past and I was like, and once you're up, I'm like
there's really there's no way toget down and so you're just on.
(24:58):
You're just kind of on, alongfor the ride, that point.
Speaker 1 (25:02):
Crazy.
That's a great confession, Isit?
I mean it really is.
I like it.
Speaker 2 (25:06):
Like you know, police and handcuffs and tickets.
So I mean, is that spicy enough?
Speaker 1 (25:12):
It's super spicy.
I like it.
I did not know that was goingto come out today, so I'm going
to have to pull your brother forsome more stories and
confessions.
Speaker 2 (25:21):
Listen, that's a whole series, so that could be a
fun one.
That's right.
That's right, that could be afun one.
Speaker 1 (25:29):
Well, thank you so much Jason, thank you guys, so
much for joining us and we'llsee you next time.
Thank you Thanks guys For moreinspiration.
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