October 21, 2024 • 36 mins
In this episode, we explore the small yet powerful details that can transform your customer service game, like pointing with two fingers instead of one! Inspired by Disney’s top-notch service approach, we’ll share real stories and practical insights on how paying attention to little things and showing empathy can truly elevate the way you serve others.
Whether you're dealing with unexpected challenges like water damage as a military family or deciding between a meal at McDonald's or Chick-fil-A, we explore how thoughtful gestures can make all the difference in creating a standout customer experience.
We’ll also chat about how empathy plays a huge role in all areas of life, from business to church, and how even a simple smile can turn someone's day around. Plus, we get into some cool details about Chick-fil-A’s unique hiring practices and how they involve parents to help young staff thrive. It’s all about adapting your approach to meet the needs of your guests and creating a warm, welcoming environment—whether it’s in a restaurant or a church.
And if you’re into growth and learning, we’ve got you covered. We’ll talk about techniques like "seven times, seven ways" to really lock in knowledge and skills, and how you can turn your daily commute into a valuable learning moment with podcasts and audiobooks.
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:10):
all right, well, welcome back into another
episode, benji brady.
We're here for episode two ofseason two.
You know two, two so two two,two and two.
Two and two.
Glad you guys are back.
How are we feeling today?
Speaker 3 (00:27):
Man, it's awesome, Just so excited to get this
going again.
You know, we talked about thatlast episode and got some really
cool topics to talk about todayand hopefully someone can take
away a nugget and implement itin their own business.
Speaker 1 (00:40):
Yeah, just some cool stuff.
The new branding is out as weare recording this.
We've got it out, we've sharedit.
Really excited about the newlook.
I think it's clean, it's fresh.
You know, like we talked about,it's a new season, a new era, a
new chapter, new co-host.
So I'm excited it looks great.
Speaker 2 (01:01):
Yeah, we got new website.
I think I saw it on Instagramtoo.
Speaker 1 (01:05):
I'm excited.
It looks great.
Yeah, we got new websites.
I think I saw it on Instagramtoo.
I'm proud of you.
We were talking about this alittle bit before we hit record.
I'm very proud.
You did the collaboration andeverything, all by yourself.
Speaker 2 (01:12):
I got to be honest with you.
I didn't know whatcollaboration was until
yesterday.
Speaker 1 (01:18):
Should it concern us a little bit, that you kind of
just accepted something withoutwondering.
Speaker 2 (01:23):
I did Full disclosure .
Speaker 3 (01:27):
Check out the website higheruppodcastcom too.
There's some really cool thingson there.
You can subscribe to ournewsletter and keep up to date
with what we've got going on.
Speaker 1 (01:35):
Yeah, newsletter looks great, so Benji's going to
be working on getting some ofthat out.
Just some updates, if you guyshave anything.
It's also a great place toconnect uh with uh benji and
brady.
If you have any questions, ifyou have anything that you want
um us to specifically cover totalk about uh, this is a great
way for you to be able toconnect uh with the two of them.
Ask those questions and look,if we get some great questions,
(01:56):
we'll we'll put a whole episodearound it, right?
absolutely so well, sweet, well,let's, let's jump in.
I know listeners are ready, sotoday's episode we're going to
be covering.
It's All in the Details.
So, benji, kind of share alittle bit.
What does that mean to?
Speaker 3 (02:14):
you fans out there.
Now I have a good buddy of minewho works at our national
headquarters, chris Layfield.
He is probably the biggestDisney fanatic out there besides
my wife.
Speaker 1 (02:31):
I was about to say, besides your wife.
Speaker 3 (02:39):
I think I've mentioned this to a lot of
people.
There's a really good chance.
If I bought a house in Orlando,that I would probably never see
my family because they would goto the park every single day of
every single week.
So, yeah, hey, look, if you'rea Disney fan man, go to our
website and just send us a note.
What's your favorite thing todo at Disney?
You know I'll tell you whatmine is.
Mine is to ask a lot ofquestions.
I'm very observant to thedetails that Disney provides
(03:04):
their customers and the reasonpeople go to Disney.
Think about this.
They say a lot it's thehappiest place on earth.
I mean, that's what Disney is.
But there's so many detailsthat goes in behind the scenes
at Disney that people don't evenrealize.
You know I was thinking abouthow can we take this simple
(03:27):
topic of it's in the details andimplement it in our day-to-day
business.
I'm going to give you, I'mgoing to start out with one.
Okay, most people don't realizethis and, honestly, I didn't
realize this until we took atrip, imagine, to Disney
recently.
If you ever notice when a Disneyemployee is pointing you in the
right direction, okay, theynever use one finger.
(03:51):
And the reason they never useone finger is because they use
two fingers.
They use their index and theirmiddle finger together and they
point you in the right direction.
And I asked I mean don't know,I just asked one day why do you
guys do that?
And they say that if you pointat one with one finger it can be
(04:14):
offensive.
I've never thought of thatbefore and I thought how in the
world can it be offensive if youuse one finger instead of two?
Why wouldn't I just use allfour?
And they said it just looksweird.
So if you think about it, ifthey say it's offensive, what
are some things that we can doin our day-to-day business that
(04:37):
we may take for granted thatcould be offensive to a customer
?
Okay, and there are alldifferent ways we can do that.
So I wanted to open, open up toyou guys what do you think,
brady?
Is there anything you can thinkof that we may could do
different from a perspective ofhow do we not be offensive to
the customer when we deal withissues every single day?
(04:59):
This may be the first time theyever deal with an experience
with our company.
Is there anything you can thinkof?
Speaker 2 (05:06):
Yeah, I think that's a great question.
When you were saying just firstoff, when you were saying
pointing one finger.
I've always heard when you'repointing one finger then there's
three pointing right back atyou.
Speaker 1 (05:18):
That's exactly right.
At least at Disney there's onlytwo.
Speaker 2 (05:21):
That's right, it's an even shot.
You've got two, only two.
That's right, there's two.
It's an even shot.
You got two and two.
Speaker 3 (05:25):
Yeah, they look coming back at you, two out and
ones up in the air, because yourthumbs up.
Speaker 2 (05:29):
That's right.
No, I think that's a really goodquestion because I think a lot
of times, especially like in ourspecific business that we're in
Benji, you know we have toreally be empathetic to the
customer and I think one ofthose things are when you're
talking about the details is inour line of work.
You know it's, it's pretty,it's a pretty emotional type
(05:52):
deal.
You know it's, it's right upthere.
Statistics stay with you know,like death in the family and
things of that nature.
So I think just answering yourquestion is being empathetic
toward the customer or theirneeds.
It's about them.
And so in the details, I think alot of times even myself
included we kind of put our ownfilter or we kind of put our own
(06:15):
spin on things.
Or even in our conversations,we do it based off of what we
want to get out of theconversation instead of what
they need to get out of theconversation, to be there for
them.
And I think that's probablywhat you're saying is disney
does it so well it it doesn'tmatter about them.
They're not the customer,that's right.
You know there's there arepeople that are paying a lot of
(06:37):
money to go have this experienceand they want you to have.
They're spending a lot, lot alot of money, a lot of money.
Speaker 1 (06:46):
And they are in the house business too.
Well, yeah.
Speaker 2 (06:49):
And and and.
So I mean, I think we have to,we have to remember that a lot
of times is, you know, it'sabout them.
How can we take care of them?
And I think that's just onelittle detail.
It's not about us, it's aboutthem.
Speaker 3 (07:03):
That's exactly right.
No, go ahead, Adam.
Speaker 1 (07:09):
I'm sorry, I was going to say I'll share with you
and I'm not.
I'm not just trying to say itjust because it's y'all's team,
but I mean even you're talkingabout just having empathy over
things.
Just a quick story Was it two,about two or three weeks ago?
It was like nine, nine, 15,nine, 30.
Like I'm like, I look Like.
I'm like, look, I'm a go to bedearly guy, like I get in bed.
Speaker 2 (07:25):
I'm right there with you.
Speaker 1 (07:26):
I'm up early in the morning, so I'm in bed and I get
a phone call from my mom.
It's FaceTime.
Why is she FaceTime me?
I'm like not so.
I knew my dad was out of town,I knew something had to go on
and y'all she's talking about.
She's immediately talking abouthow she's messed up, how she
feels old.
I was like slow down.
I was like what happened?
(07:46):
Yeah, why?
And essentially she just wasdoing the dishes and she walked
out.
She said I think she took thedog out, came back, didn't think
about it.
She had the water on real lowand basically the plate got
suction cupped to the bottom ofthe sink, it overflowed and,
(08:07):
y'allall, it ran for 45 minutes.
She realized that she came in toand she's just, I mean, she's
bawling and she's going through.
So it's emotional and that thatwas one of the things that
really kind of stuck with me isgoing through this.
You know I went over there.
I tried to help her.
Um, you know, I tried to prepeverything and get it ready.
Of course called y'all's team.
I that's the only one we'recalling Got them there.
They actually gave me a littlebit of a hard time.
(08:28):
They're like Adam, you did mostof the work before we got here,
like I need my hours.
But just to that experience, Imean going through it, it was so
emotional for her and eventalking through just the project
managers, just the productiontechs coming in, she even shared
a story that one of the projectmanagers she was just like I'm
(08:50):
so sorry, I messed up, and hewas like listen, this happens
all the time and it is notsomething because you're getting
older.
He said, look, this happenswith people that are in their
early 20s, this happens withpeople mid-age, with you.
He said this is not you andit's just that type of care is
very much similar to what you'retalking about.
He really wanted her tounderstand.
(09:12):
This was not you, this is notsomething that you caused.
I mean, yeah, it came fromsomething that happened for you,
but it's an accident and ithappens and there's just so much
empathy and, like you said, forher I mean she's military wife
I mean I can't tell you how manytimes we've moved, how many
houses we've been in, never havehad a water damage like this at
(09:32):
all at all.
So for her in an emotionalstandpoint, it's so different
and just seeing it and hearingher and talking, and it's just I
mean, yeah, you get it fromyour customers.
But being someone in my ownfamily walking through it with
her and talk with, and it's justI mean, yeah, you get from your
customers.
But being someone in my ownfamily walking through it with
her, trying to explain to herlike, hey, this is what they're
doing, this is the process, itjust really made me even more
more sensitive to the fact thatit's just something that we see
(09:55):
so much in that industry but ourcustomers don't.
And so, and maybe it's the samething for, like you're talking
about bend, you were going todisney, like's expensive.
There's some people that savefor a long time to be able just
to go once, maybe every fiveyears, 10 years, and so to be
able to give them an experienceand have those details and even
(10:15):
just those small conversations.
I think it goes such a long way.
It doesn't matter your industry, it doesn't matter what your
consumer base is.
Speaker 3 (10:24):
It goes a long way, yeah, and I'll give you
something to ponder McDonald'sor Chick-fil-A experience.
Think about that.
Mcdonald's used to be andseriously McDonald's used to be
the fast food company to go tothe fast food restaurant.
It changed the industry, yeah,but now they have really, from a
(10:44):
customer service and a detailperspective, they've gone the
opposite way and I won't saythat for all McDonald's, yeah,
but a lot do that.
Speaker 1 (10:54):
Well, they want to get things out so fast.
Mcdonald's is like hey, let'sget it in and get it out, but
Chick-fil-A still does that andto me has high quality and
customer service, so yeah,that's exactly.
Speaker 2 (11:07):
Well, it's in, it's in the details.
We, uh, I was at a meeting onsunday and, uh, one of the the
guys in our group that he's a,he's a dad and his I think it
was his son he said his sonworked for several years ago and
they actually brought theparents to the interview and
they said, hey, listen, if, ifJunior doesn't make it, like if
(11:30):
we have to send him home, thendon't be upset at that just
because some people make it andsome people don't.
You know, but our it's aboutthe customer and the experience
that we give them, and and sothey, they even go to the detail
and I don't know if they dothat anymore, but I just thought
that was real interesting.
Like you know, they're tryingto get everybody on board and
(11:52):
everybody to understand exactlywhat they're trying to do.
Speaker 1 (11:54):
It's pretty neat yeah , it's buying from all around.
I mean, it's not just that fora lot of these, these, um, these
kids especially like achick-fil-a, they're hiring
younger kids to go ahead andgive them that experience.
You know, and look, foodindustry is not an easy
experience, not something easyto work in.
So I think doing that to meit's just you get the buy-in
(12:16):
from the parents, like, look,these are things that are going
on, we're going to need yourhelp at home.
It's going to be hard, and Ithink a lot of those things help
keep the buy-in all around.
Yeah, I think about this too.
Speaker 3 (12:27):
It's not just our industry.
You can be empathetic, you know, in the details of every
industry out there, includingyour local church.
You know you have to understandhurting people.
Hurt people.
Hurting people come to a placewhere they want to get
encouragement, they want to getfed, or maybe they don't even
know the Lord to begin with, butthey're searching and as
(12:47):
empathetic as we can be whenthose people approach our front
doors could change their life.
So you have to think it's allin the details of how you
approach.
Here's a second one I want tobring up.
Who has never seen a Disneyemployee not smile?
Have you ever noticed that?
But I will tell you there isone ride that at disney that
(13:13):
they do not smile the best oneof all it's your favorite it's
my favorite the haunted mansionthink about that.
Speaker 2 (13:21):
I thought you were gonna say it's a small room.
Speaker 1 (13:24):
No, they all smile on that one.
Speaker 3 (13:26):
How they're smiling I have no idea how many times
they hear that song props tothem yeah, it was funny.
You walk up to the hauntedmansion.
People wait hour, hour and ahalf to ride this 45-second.
It seems like ride.
It is very cold, but what'sinteresting about that ride have
you ever noticed?
When you walk up, they sayplease fill in all the dead
(13:49):
space.
They want you to all move intogether.
Right, but at the HauntedMansion it is the only place in
the happiest place on earth thatI can think of that they don't
smile.
So think about this.
If smiling means that much, how, going back to the empathetic
in the details, how can thathelp us in our businesses, in
(14:12):
our churches?
One smile difference.
Think about this.
You walk up to a door.
Miss Smith is standing thereagain, probably one of the worst
disasters in their life whichyour mom dealt with.
But one smile changes thetrajectory of how that process
is going to go.
So there are times where weshouldn't smile either.
(14:32):
Right, because you can be happyall the time, don't get me
wrong.
But there are times where youhave to be empathetic and read
the room, read the customer,make sure that we're doing the
right thing, we're explainingthe right process.
So smiling can go a long way.
Brady, what's your take on that?
Speaker 2 (14:50):
Yeah, I think that sometimes it's difficult to do
that because, just, you know,everybody's going through
something, but we have toremember what we're there for
and who we're there for, and Ithink that kind of that'll that
grounds us, and we have to like,when we're when we're driving
up to the customer or, like yousaid, at church, we're driving
(15:12):
up to, to, to the church, to toserve or or do whatever it's
almost like pause and take aminute, okay, close your eyes
and like where, what am I?
What am I here to do?
And then that'll help, you know, get you back into focus of of
that.
And then, hey, we're there forthe customer.
So we need to put our best footforward, because they're going
(15:34):
through a very difficult timeright now and um and so we need
to.
If we can make their day just alittle bit better, then that
will go a long way.
Speaker 3 (15:45):
Adam, if you, if you notice, when you walk into
church, you you pick out someone.
You're reading, you're readingwho's come, who's at the, who's
at the service, or whatever.
You've noticed people that arenot smiling.
Do you ever catch yourself like, hey, I need to go say
something to them?
Speaker 1 (15:59):
Yeah Well, especially in my position too, I mean as a
photographer, I'm not going totake a picture of myself smiling
at church.
Right, I mean you know, but yes,because you know, yesterday in
our staff meeting our pastorbrought up a.
He brought up a staff I didn'treally think about, but he
talked about that every yearyour attrition rate for your
(16:21):
church is 10%.
He said you're going to lose10% of your people.
It doesn't matter if they'vebeen there a couple weeks.
He said it's been there for 20years.
You're going to lose 10% ofyour attrition.
And so he talked about ourguest experience and he said
your guests are the lifeline toyour church and I think
sometimes you get so focused onthe people that are always there
(16:41):
and pleasing the people thatare always there, but really who
you need to do the most is yourguest, because those are the
ones that are going to fillthose 10% of attrition you're
trying to fill.
On top of that, too, gueststypically have a higher rate of
bringing people right, likemaybe they don't want to go by
(17:01):
themselves.
You know they're like hey, willyou come with me to?
Speaker 3 (17:05):
church.
Speaker 1 (17:06):
Because Sunday morning is not only is it one of
the most diverse places onSundays I mean just different
nationalities, differentdenominations, whatever.
It is everything.
It's so diverse on Sunday butwhen it has those things you're
looking at, how do we keep thosepeople?
(17:27):
Or how do we keep those people,how do we let them see that
this is a community-based church, this is something that keeps
people happy?
So those are some things thatyou look at and, as you're
talking about exactly that, likeyou see someone who's maybe not
smiling or maybe unsure orwhatever, like go talk to them,
welcome them.
I'll tell you a quick story.
(17:47):
We were driving to lunch with mylead pastor the other day and
he was talking to me and he hadvisited a church called Oak
Church.
They're based out of TexasPhenomenal church, social media,
wise Creative team's awesome.
He said they were visiting somefamily.
They wanted to see it.
They've always wanted to see it.
I followed them for a while.
I think they do great things.
He said they walked in and theywere greeted by.
(18:11):
He said this probably 20,25-year-old girl.
She walked up and said, hey,I'm so-and-so.
And she said, hey, just a weirdquestion, do y'all happen to be
pastors?
And he was like yes.
Speaker 3 (18:27):
And he was like actually we are.
Speaker 1 (18:30):
And he was like well, I got a weird question for you
too.
How did you know that?
Speaker 2 (18:35):
Because they just went to visit.
Speaker 1 (18:37):
He said, or she was like so we've actually been
trained on what to look for withpastors.
And I said well, what werey'all doing?
He said so we were there 30minutes before service, so we
got there early and he said weweren't being like over the top
with it, but we were just wewere kind of taking some
pictures.
We were just observing and shesaid he said that she told them
(18:59):
we've been trained to do this,to look for pastors and how we
can serve you.
And she was like, hey, can I,can I give you all a tour of the
facility?
And he was like we'd love that.
She's like hey, before we go,do y'all want any coffee or
anything?
And they said, yeah, we'd lovesome.
Took them around the oppositeside of the coffee bar, said,
hey, I've got two pastors thatare visiting with us today.
(19:20):
They'd like such and such.
Can I get that stat?
And he was like I felt badbecause there's like a line of
people waiting for coffee.
Speaker 3 (19:29):
And they're like sure done.
They were showing honor to thepastor.
Let's be real.
Speaker 1 (19:32):
Like two or three minutes, got it done.
Got it done.
And then he said she was likethey took them everywhere, like
what do y'all want to see?
Where do you want to go?
Do you want to see behind theplatform?
Do you want to see our offices,like, do you have any questions
about our kids ministry,student ministry, so before
service, walking aroundeverywhere.
And then when they were he waslike hey, here's my number If
(19:53):
y'all have any questions, ifthere's any resources that
you've seen today, anything thatwe can give you and provide you
, we'd love to Just give that tous.
He said he just walked away.
I mean he said if they're doingthat for us, that's not pastors
what are they doing for theirguests?
So he said it's just a whole new.
(20:13):
So think about that, likethey've been trained.
You're talking about trainingLike how are we trained?
How do we know, how do weprovide service?
He said I walked away with anexperience that day, thinking
like they took care of us andthey really showed us because
they wanted us to have a goodexperience and they wanted us to
learn from them.
So he just told me that'sreally neat.
Speaker 2 (20:29):
I was blown away.
Speaker 3 (20:31):
That's details.
They have spent time in thedetails and you brought it up a
second ago training.
So what was interesting aboutmy last trip to Disney?
We took this thing called aminivan.
Now I know exactly what mostpeople are thinking right now.
It's not a minivan, it's not anM-I-N-I van, it's an
(20:52):
M-I-N-N-I-E van, and they dohave these things called mini,
like mini mouse vans, and whatthey are is basically like a
think of an Uber that is wrappedin a mini.
You know mini.
Speaker 1 (21:06):
It looks like mini mouse.
Speaker 3 (21:07):
Exactly, it's got ears on it and it does not have
ears.
Speaker 1 (21:10):
It has ears all around it, though.
Speaker 3 (21:12):
All around it.
Okay.
So I was riding with this guyand of course Sarah and the
family are like, oh no, here wego.
He's about to start askingquestions.
So I asked this guy.
I said so, tell me this, youdrive this minivan.
Like this has to be the easiestjob at Disney.
He said not only is it probablythe easiest job at Disney, it's
(21:33):
the most sought-after job atDisney.
It's the most sought after jobat Disney.
I said why is that?
He said think about it.
We drive a vehicle around allday long and take people from
point A to point B.
I said okay, I have to knowmore.
Like what's the reasoningbehind this?
He said the reason it's themost sought after job is because
it's the easiest, but it's thehardest job to get at Disney.
(21:53):
Everybody tries to get this job.
I said okay, well, how do youget this job?
Like if I retired, could I comedrive for the minivan?
I'm serious.
I did ask this question.
He goes honestly, you can't.
I said why is that?
He said it doesn't matter howmuch experience you have outside
of Disney.
You have to work at least oneyear inside of Disney before you
(22:17):
can even apply for this job.
He said I have been doing thissince the inception of the
minivan experience, whichhappened like 17 years ago, and
I said OK, he goes.
There's only 40 full timeemployees that do this job.
We have some part timers andseasonal, you know, around
(22:42):
Christmas and Thanksgiving andthings like that, when there's
an uptick in people needing aride.
He said but the reason why it'sthe hardest job to get and it's
the most sought after job to getis because of the training
behind what we have to do.
I said how in the world do youhave to train to drive this
vehicle?
He said no, no, no, you'remissing it.
He said we have to train drivethis vehicle.
He said no, no, no, you'remissing it.
He said we have to train.
I have to know every singlepark.
I have to know every singleroute.
(23:03):
I have to know every singlerestaurant.
I and it's not just aboutputting in my maps on my phone
and getting me from point a topoint b not only do I have to
know where these places are, butbut I have to be the roadmap to
educate you on that place.
So if I don't know about thatplace and I don't, I'm not, I
don't have the knowledge aboutthat restaurant or that ride or
(23:25):
whatever that you want to go do.
I'm not a good cast member andme being not a good cast member,
I can't do this job.
He said it's it is hard test.
So I got to thinking, sometimeseven at Disney.
You know, brady, there arepeople in many organizations
that don't focus on training andwe all get accustomed to it.
(23:46):
You know, we all just go aboutour day to day business and
whatever that is.
When Adam mentioned the ladysaid it's in our training, we're
looking for a pathway we'reable to point that out.
Yeah, why is training soimportant and consistent
training so important?
Speaker 2 (24:03):
Yeah, that's a great question.
I mean, I think it.
I think it's really two things.
One, it goes back to the.
You got to have good, a goodfoundation.
You got to have good systems.
You know you can do all thetraining in the world, but if
you don't have the systems thenit's not really going to mean a
whole lot.
And I'm sure Disney has a ton ofsystems um, probably more than
(24:24):
the uh, probably more than wewant to know, uh, but, but it's
just, it's a foundation.
You know the the author ofatomic habits, james clear.
He says that you don't rise tothe level of your goals, you
fall to the level of yoursystems.
And so I think it, I think itstarts with that.
And then, once you'veestablished those processes,
those procedures, those systems,then to me it's all about
(24:47):
rhythm.
So think about the rhythms thatwe currently have in our own
daily lives, or rhythms that weneed to change.
And in your business or yourorganization, whichever one, you
have to have a rhythm oftraining.
Organization, whichever one,you have to have a rhythm of
training.
You know you never want to getcomplacent of that.
(25:08):
We that we know it all.
Um, I think it was John Woodenthat said it's really it's what
you learn after you know it allthat counts.
Speaker 3 (25:15):
Yeah.
Speaker 2 (25:16):
And so what training does is it sharpens our skills.
It takes the foundation of thesystems and the processes that
we have, but it sharpens ourskills on those things
Constantly be learning,constantly be reading and
listening and growing and thentaking those things that we need
to get better at and train.
(25:38):
I mean, benji, you and I havebeen in the industry that we're
in for a very long time, but ifwe don't continue to sharpen our
skills then you know theorganization is going to go flat
at some point.
But, adam, to your point even,like you said, 10% attrition or
turnover in the church.
Well, you've got to havetraining for those new people
(26:01):
that are coming in.
It's like an organizationturnover rate.
You've got people coming in allthe time that don't know that,
don't have, you know, 50, 60, 70years worth of collective
experience.
So you've got to traineverybody and you can always
learn something, always learnsomething.
But training has to be a rhythmof your organization.
Speaker 1 (26:21):
Yeah, Training has to be a rhythm of your
organization.
Yeah, I mean, even in theday-to-day I try to make sure
that just personally trainingthere for I mean even capturing
video, taking pictures I meanit's got to be something.
I always tell people they'relike oh you know, I want to get
into taking pictures.
It's like you got to carry iteverywhere.
There is a camera with me atall times.
(26:44):
Yeah, maybe my phone, maybeit's, but I take it and I train
with it and I use it.
And it's about putting yourselfin uncomfortable positions.
I mean, one of the things I'vebeen doing lately, um is, uh, in
filming, using just trying touse different tactics, like
trying to film more with mygimbal, like I have one.
I have a nice one.
I don't use it a lot but, man,when you pull it out and you
(27:05):
start using it, you realize Ineed to use this more.
Like I need to have, I need tohave, like I need to have,
muscle memory.
I need to understand thatturning my right hand while
turning my left hand while doingthis does that.
And then you did not thinkabout it and it.
Whether that's how we speak,whether that's how we think,
whether that's in our physicalactions we have.
(27:26):
We've got to train ourselves tobe able to do those things.
I mean, when I'm takingpictures on Sunday morning,
that's something I'm trying toteach our team Like you've got
to be able to manipulate thecamera, like, yeah, putting it
in auto is not going to do it.
Speaker 3 (27:41):
I was going to say it's not an auto focus auto, it
is not the first thing.
Speaker 1 (27:46):
People ask me like, hey, what do I need to do to
learn how to take pictures?
I said, put it in manual andlearn the exposure triangle and
go like I.
But I, but I have to havemuscle memory, like I gotta be
able to know what buttons I'mpushing without looking and
moving things.
And I think that goes intotactics with even just like more
(28:06):
.
We're dealing with customersLike they ask a question, we
need to be able to respond to itand answer it without thinking
about it.
You know, be like well, youknow, let me find that.
You know.
Yes, I mean, there's going tobe moments like that, but when a
customer asks us something orcustomer needs something, the
more training we have and themore time we know what to say,
just like your, your Disneyfolks, benji, you're saying like
(28:27):
, if they're in the minivan,they're like hey, what do you
think about this pizzeria overhere?
He's like oh man, you knowthey're immediately you know
he's able to knock these thingsout.
Speaker 3 (28:38):
This guy told me he has a spreadsheet Again.
He was one of those figureskaters for Disney, traveled all
over the world with his wife ina travel camper, a pull-behind
camper, city to city, state tostate, and he said he has a
spreadsheet now because they dolive in Orlando, obviously of
every restaurant at Disney Iwant to say he said there was
(28:59):
like over 700 restaurants orsomething I'm on a godly number.
That's just on property.
He's been to all of them exceptfor like 80.
So he mentioned the pizza place.
So I'm sorry, you talked aboutpizza.
Speaker 1 (29:12):
But he's training himself.
I mean again going the extramile.
I mean he's taking Brady'sthing.
Speaker 2 (29:16):
He's speaking my language right there.
He is speaking my language.
Speaker 1 (29:21):
As soon as he says spreadsheet.
Speaker 2 (29:22):
Hey Adam, I do have a quick question.
Okay, you mentioned a gimbal.
Speaker 1 (29:27):
Yes.
Speaker 2 (29:28):
Is that like a condition?
What is that?
Speaker 1 (29:29):
I don't even know what that is.
So your gimbal is basically astabilizer for your camera.
Speaker 2 (29:35):
Are you making fun of me?
Is that what's happening here?
I was like well, gimbal, what?
Speaker 3 (29:39):
is a gimbal.
If you're watching this onYouTube, you should see mine and
Brady's face right now.
Speaker 1 (29:44):
You'll understand I'm not.
Our listeners will find is I'mnot good at reading Brady at all
.
Speaker 2 (29:53):
Like when I think he's being serious, he's being
funny.
Hey, listen, Adam will geek outon his photography equipment.
Speaker 3 (29:59):
Hey, he's in the details.
He's got the training.
Speaker 2 (30:01):
Details.
Speaker 3 (30:02):
That's right.
Speaker 2 (30:03):
That's right.
Speaker 1 (30:03):
That's right.
I still got a long way to go.
I always tell people I wastalking to somebody last night.
I was doing some pictures withthe kids at the high school and
they're like, oh, I miss havingyou be able to teach us and show
.
I'm like you got to do ityourself.
I didn't go to school for it, Ienjoyed it.
I wanted to get better at itand I realized I enjoyed it.
I wanted to get better at itand I realized, well, how do I
get better?
(30:23):
I get better taking pictures onSunday.
I get better at taking picturesof my kids when they go to the
park.
Right, I mean, like it'sdifferent conditions, different
things, but I'm always takingpictures.
The girls laugh because I takeso many pictures of them, but
what they don't realize is oneyes, I'm capturing memories.
I don't want to, but the otherside is, honestly, there's some
times I'm taking pictures ofthem when we go to the park or
(30:44):
they're doing sports, that I'mreally just trying to use
something, that I'm not in a door die situation, like I got to
deliver this to a client andmake sure that I understand how
to do it, so when I am in thesituation, I can be successful.
Speaker 3 (30:58):
It's become a rhythm to you and you know what's funny
to finish up on training.
That's where the details comein, and most people don't spend
enough time in the details totrain.
Because, again, if you continueto do the same thing over and
over, and over and over again,it becomes numb at some point of
what those details are and youmight skip a step, you might
skip a process and it cantotally change the outcome of
(31:21):
what you're trying to accomplish.
Speaker 1 (31:22):
Well a process and it can totally change the outcome
of what you're trying toaccomplish.
Well, let me ask y'all, as weget ready to wrap up, I'm going
to hit y'all with a question Iwant y'all to be able to.
I want to see if you can answeras you, as owners, okay,
handling a company of 200 pluspeople, what do each of you do?
So kind of share with ourlisteners, because both of you
are totally differentindividuals.
What do you do from a trainingstandpoint to ensure that you're
(31:46):
continuing to be successful atyour role and to know that
you're making sure you'redialing in those details?
Speaker 3 (31:51):
Great question?
Mine is probably.
We have a phrase that we use onour side of the house seven
times, seven ways.
You can educate someone,whether it's a client, whether
it's your employee, throughtraining.
You can educate them seventimes and finally, the seventh
time they actually go.
I've never heard that.
Well, we've only talked to youabout it seven times before, but
(32:12):
they're they finally kicked inand remembered.
Oh, that's what we're doing.
So if you don't continue totrain and process on it seven
times, seven ways, keep it.
Our dad used to say you know,the horse is dead, dismount,
it's time to move on.
You know let's move on down theroad, but unfortunately in
training you have to continue toprovide the details, because
(32:34):
details drives data, Data drivesdecisions.
If we can get the details done,then we can make educated
decisions as we move forward inour process.
So again, seven times, sevenways would be what.
What I would, what I would saykeeps me on track.
Speaker 2 (32:49):
Yeah, I would say that there's a uh, there's this
thing, that kind of lives insideof us that we always want to be
better.
You're like we're, we're nevera good with status quo, and so I
mean, just one example thatlooks like for me is um, how do
we create margin and margin inour thinking and margin in in
(33:09):
what we can learn?
You know, I, for me personally,just a personal goal of mine
this year was to read 12 books,and uh, now, I don't physically
like read, you know I, I do.
I do the audio book which, adam, you make fun of me for.
Speaker 1 (33:22):
So thank you, I'm right there with you.
Speaker 2 (33:25):
But I, so I set a goal to to do 12 this year at
the beginning of the year.
Well, I was.
I was looking the other dayjust kind of tracking my
progress, and I have alreadydone, year to date, 17 and.
I've got and I've got more onthe list.
Do you quit, brady?
I don't quit, no, because whathappens is this weird thing is,
(33:47):
once you get on a roll and youstart doing it, you're like man,
I can keep going, I can keeplearning, I can keep growing.
And so I've got a list loadedup for the next round of what
I'm trying to learn.
He's going to double that goalfor 2025.
Speaker 3 (34:05):
Maybe so, maybe so.
So we'll see.
See what happens.
Hey, adam, I actually you'll beproud of me this year I
actually started to listening tomore podcasts.
I don't, up until we were doingthis one I really didn't do.
I didn't listen to podcasts andwait does this one does this
one count yeah, I don't.
Speaker 1 (34:20):
I be honest with you.
At least there's one downloadper episode.
That's me.
It doesn't matter how manytimes I edit, I just want to
hear it like in a car or throughmy headphones.
How does it sound like whenit's out there?
Speaker 3 (34:34):
Absolutely no.
But no, I've started listeningto more podcasts, and it's
Educating Leadership podcast.
I actually listen to Murderpodcast and people are like why
do you listen to murder podcast?
And people are like why do youlisten to murder?
Murder podcast yeah, well, it'sreally trying to fake.
It's not really talking abouthow they murder people it's
talking about work yeah it's howto solve a problem.
Speaker 2 (34:51):
That's really what they're doing and so I figured
it was like training for goingback to the haunted house well,
that was one of the big things.
Speaker 1 (34:59):
Brady this year with the executive team was like, hey
, what are you reading and whatare you listening to?
And that was a big thing thatyou pushed on us.
And I've done the same thing.
I just finished.
I'm trying to remember I thinkit was the Gratitude Factor, it
was a Truett Cathy like a storyof him, and so I just finished
that one.
That one was great, and so I'mmoving on to another one.
(35:22):
I've got a list of them.
And then I'm trying to justabsorb podcasts.
And I'm trying not to listen toas much music while I'm driving
, especially now that I've got alonger drive to work, I'm
trying to consume just differentpodcasts, whether it's about
church, whether it's about mediabusiness, whatever it is, I'm
trying to consume those.
And also that's one of myfavorite parts at the end of the
(35:42):
year like I want to see myspotify, like what is it?
What does it give me?
At the end of the year did Ilisten to more podcasts and
music?
Like what, what is it?
So that's one of the things I'mdoing the same thing, just
trying to just consume this.
Speaker 3 (35:52):
Yeah, man, nowadays you talk about what do I show in
?
Your algorithm probably showsyou what what you need to be
listening to after hearing somany of them.
Oh yeah, oh yeah, pretty neatstuff.
Now.
We just wanted to, as we wrapup the show today, just want to
tell you guys, thank you so muchfor listening and joining in.
Again, check out our websitehigheruppodcastcom.
You can connect with us on allthe social media platforms.
(36:14):
Higher Up Podcast.
And again, you have a choiceevery single day and we want to
encourage you to choose to livea higher up life.
Have a good day, have a goodone Later guys.
all right, well, welcome back into another
episode, benji brady.
We're here for episode two ofseason two.
You know two, two so two two,two and two.
Two and two.
Glad you guys are back.
How are we feeling today?
Speaker 3 (00:27):
Man, it's awesome, Just so excited to get this
going again.
You know, we talked about thatlast episode and got some really
cool topics to talk about todayand hopefully someone can take
away a nugget and implement itin their own business.
Speaker 1 (00:40):
Yeah, just some cool stuff.
The new branding is out as weare recording this.
We've got it out, we've sharedit.
Really excited about the newlook.
I think it's clean, it's fresh.
You know, like we talked about,it's a new season, a new era, a
new chapter, new co-host.
So I'm excited it looks great.
Speaker 2 (01:01):
Yeah, we got new website.
I think I saw it on Instagramtoo.
Speaker 1 (01:05):
I'm excited.
It looks great.
Yeah, we got new websites.
I think I saw it on Instagramtoo.
I'm proud of you.
We were talking about this alittle bit before we hit record.
I'm very proud.
You did the collaboration andeverything, all by yourself.
Speaker 2 (01:12):
I got to be honest with you.
I didn't know whatcollaboration was until
yesterday.
Speaker 1 (01:18):
Should it concern us a little bit, that you kind of
just accepted something withoutwondering.
Speaker 2 (01:23):
I did Full disclosure .
Speaker 3 (01:27):
Check out the website higheruppodcastcom too.
There's some really cool thingson there.
You can subscribe to ournewsletter and keep up to date
with what we've got going on.
Speaker 1 (01:35):
Yeah, newsletter looks great, so Benji's going to
be working on getting some ofthat out.
Just some updates, if you guyshave anything.
It's also a great place toconnect uh with uh benji and
brady.
If you have any questions, ifyou have anything that you want
um us to specifically cover totalk about uh, this is a great
way for you to be able toconnect uh with the two of them.
Ask those questions and look,if we get some great questions,
(01:56):
we'll we'll put a whole episodearound it, right?
absolutely so well, sweet, well,let's, let's jump in.
I know listeners are ready, sotoday's episode we're going to
be covering.
It's All in the Details.
So, benji, kind of share alittle bit.
What does that mean to?
Speaker 3 (02:14):
you fans out there.
Now I have a good buddy of minewho works at our national
headquarters, chris Layfield.
He is probably the biggestDisney fanatic out there besides
my wife.
Speaker 1 (02:31):
I was about to say, besides your wife.
Speaker 3 (02:39):
I think I've mentioned this to a lot of
people.
There's a really good chance.
If I bought a house in Orlando,that I would probably never see
my family because they would goto the park every single day of
every single week.
So, yeah, hey, look, if you'rea Disney fan man, go to our
website and just send us a note.
What's your favorite thing todo at Disney?
You know I'll tell you whatmine is.
Mine is to ask a lot ofquestions.
I'm very observant to thedetails that Disney provides
(03:04):
their customers and the reasonpeople go to Disney.
Think about this.
They say a lot it's thehappiest place on earth.
I mean, that's what Disney is.
But there's so many detailsthat goes in behind the scenes
at Disney that people don't evenrealize.
You know I was thinking abouthow can we take this simple
(03:27):
topic of it's in the details andimplement it in our day-to-day
business.
I'm going to give you, I'mgoing to start out with one.
Okay, most people don't realizethis and, honestly, I didn't
realize this until we took atrip, imagine, to Disney
recently.
If you ever notice when a Disneyemployee is pointing you in the
right direction, okay, theynever use one finger.
(03:51):
And the reason they never useone finger is because they use
two fingers.
They use their index and theirmiddle finger together and they
point you in the right direction.
And I asked I mean don't know,I just asked one day why do you
guys do that?
And they say that if you pointat one with one finger it can be
(04:14):
offensive.
I've never thought of thatbefore and I thought how in the
world can it be offensive if youuse one finger instead of two?
Why wouldn't I just use allfour?
And they said it just looksweird.
So if you think about it, ifthey say it's offensive, what
are some things that we can doin our day-to-day business that
(04:37):
we may take for granted thatcould be offensive to a customer
?
Okay, and there are alldifferent ways we can do that.
So I wanted to open, open up toyou guys what do you think,
brady?
Is there anything you can thinkof that we may could do
different from a perspective ofhow do we not be offensive to
the customer when we deal withissues every single day?
(04:59):
This may be the first time theyever deal with an experience
with our company.
Is there anything you can thinkof?
Speaker 2 (05:06):
Yeah, I think that's a great question.
When you were saying just firstoff, when you were saying
pointing one finger.
I've always heard when you'repointing one finger then there's
three pointing right back atyou.
Speaker 1 (05:18):
That's exactly right.
At least at Disney there's onlytwo.
Speaker 2 (05:21):
That's right, it's an even shot.
You've got two, only two.
That's right, there's two.
It's an even shot.
You got two and two.
Speaker 3 (05:25):
Yeah, they look coming back at you, two out and
ones up in the air, because yourthumbs up.
Speaker 2 (05:29):
That's right.
No, I think that's a really goodquestion because I think a lot
of times, especially like in ourspecific business that we're in
Benji, you know we have toreally be empathetic to the
customer and I think one ofthose things are when you're
talking about the details is inour line of work.
You know it's, it's pretty,it's a pretty emotional type
(05:52):
deal.
You know it's, it's right upthere.
Statistics stay with you know,like death in the family and
things of that nature.
So I think just answering yourquestion is being empathetic
toward the customer or theirneeds.
It's about them.
And so in the details, I think alot of times even myself
included we kind of put our ownfilter or we kind of put our own
(06:15):
spin on things.
Or even in our conversations,we do it based off of what we
want to get out of theconversation instead of what
they need to get out of theconversation, to be there for
them.
And I think that's probablywhat you're saying is disney
does it so well it it doesn'tmatter about them.
They're not the customer,that's right.
You know there's there arepeople that are paying a lot of
(06:37):
money to go have this experienceand they want you to have.
They're spending a lot, lot alot of money, a lot of money.
Speaker 1 (06:46):
And they are in the house business too.
Well, yeah.
Speaker 2 (06:49):
And and and.
So I mean, I think we have to,we have to remember that a lot
of times is, you know, it'sabout them.
How can we take care of them?
And I think that's just onelittle detail.
It's not about us, it's aboutthem.
Speaker 3 (07:03):
That's exactly right.
No, go ahead, Adam.
Speaker 1 (07:09):
I'm sorry, I was going to say I'll share with you
and I'm not.
I'm not just trying to say itjust because it's y'all's team,
but I mean even you're talkingabout just having empathy over
things.
Just a quick story Was it two,about two or three weeks ago?
It was like nine, nine, 15,nine, 30.
Like I'm like, I look Like.
I'm like, look, I'm a go to bedearly guy, like I get in bed.
Speaker 2 (07:25):
I'm right there with you.
Speaker 1 (07:26):
I'm up early in the morning, so I'm in bed and I get
a phone call from my mom.
It's FaceTime.
Why is she FaceTime me?
I'm like not so.
I knew my dad was out of town,I knew something had to go on
and y'all she's talking about.
She's immediately talking abouthow she's messed up, how she
feels old.
I was like slow down.
I was like what happened?
(07:46):
Yeah, why?
And essentially she just wasdoing the dishes and she walked
out.
She said I think she took thedog out, came back, didn't think
about it.
She had the water on real lowand basically the plate got
suction cupped to the bottom ofthe sink, it overflowed and,
(08:07):
y'allall, it ran for 45 minutes.
She realized that she came in toand she's just, I mean, she's
bawling and she's going through.
So it's emotional and that thatwas one of the things that
really kind of stuck with me isgoing through this.
You know I went over there.
I tried to help her.
Um, you know, I tried to prepeverything and get it ready.
Of course called y'all's team.
I that's the only one we'recalling Got them there.
They actually gave me a littlebit of a hard time.
(08:28):
They're like Adam, you did mostof the work before we got here,
like I need my hours.
But just to that experience, Imean going through it, it was so
emotional for her and eventalking through just the project
managers, just the productiontechs coming in, she even shared
a story that one of the projectmanagers she was just like I'm
(08:50):
so sorry, I messed up, and hewas like listen, this happens
all the time and it is notsomething because you're getting
older.
He said, look, this happenswith people that are in their
early 20s, this happens withpeople mid-age, with you.
He said this is not you andit's just that type of care is
very much similar to what you'retalking about.
He really wanted her tounderstand.
(09:12):
This was not you, this is notsomething that you caused.
I mean, yeah, it came fromsomething that happened for you,
but it's an accident and ithappens and there's just so much
empathy and, like you said, forher I mean she's military wife
I mean I can't tell you how manytimes we've moved, how many
houses we've been in, never havehad a water damage like this at
(09:32):
all at all.
So for her in an emotionalstandpoint, it's so different
and just seeing it and hearingher and talking, and it's just I
mean, yeah, you get it fromyour customers.
But being someone in my ownfamily walking through it with
her and talk with, and it's justI mean, yeah, you get from your
customers.
But being someone in my ownfamily walking through it with
her, trying to explain to herlike, hey, this is what they're
doing, this is the process, itjust really made me even more
more sensitive to the fact thatit's just something that we see
(09:55):
so much in that industry but ourcustomers don't.
And so, and maybe it's the samething for, like you're talking
about bend, you were going todisney, like's expensive.
There's some people that savefor a long time to be able just
to go once, maybe every fiveyears, 10 years, and so to be
able to give them an experienceand have those details and even
(10:15):
just those small conversations.
I think it goes such a long way.
It doesn't matter your industry, it doesn't matter what your
consumer base is.
Speaker 3 (10:24):
It goes a long way, yeah, and I'll give you
something to ponder McDonald'sor Chick-fil-A experience.
Think about that.
Mcdonald's used to be andseriously McDonald's used to be
the fast food company to go tothe fast food restaurant.
It changed the industry, yeah,but now they have really, from a
(10:44):
customer service and a detailperspective, they've gone the
opposite way and I won't saythat for all McDonald's, yeah,
but a lot do that.
Speaker 1 (10:54):
Well, they want to get things out so fast.
Mcdonald's is like hey, let'sget it in and get it out, but
Chick-fil-A still does that andto me has high quality and
customer service, so yeah,that's exactly.
Speaker 2 (11:07):
Well, it's in, it's in the details.
We, uh, I was at a meeting onsunday and, uh, one of the the
guys in our group that he's a,he's a dad and his I think it
was his son he said his sonworked for several years ago and
they actually brought theparents to the interview and
they said, hey, listen, if, ifJunior doesn't make it, like if
(11:30):
we have to send him home, thendon't be upset at that just
because some people make it andsome people don't.
You know, but our it's aboutthe customer and the experience
that we give them, and and sothey, they even go to the detail
and I don't know if they dothat anymore, but I just thought
that was real interesting.
Like you know, they're tryingto get everybody on board and
(11:52):
everybody to understand exactlywhat they're trying to do.
Speaker 1 (11:54):
It's pretty neat yeah , it's buying from all around.
I mean, it's not just that fora lot of these, these, um, these
kids especially like achick-fil-a, they're hiring
younger kids to go ahead andgive them that experience.
You know, and look, foodindustry is not an easy
experience, not something easyto work in.
So I think doing that to meit's just you get the buy-in
(12:16):
from the parents, like, look,these are things that are going
on, we're going to need yourhelp at home.
It's going to be hard, and Ithink a lot of those things help
keep the buy-in all around.
Yeah, I think about this too.
Speaker 3 (12:27):
It's not just our industry.
You can be empathetic, you know, in the details of every
industry out there, includingyour local church.
You know you have to understandhurting people.
Hurt people.
Hurting people come to a placewhere they want to get
encouragement, they want to getfed, or maybe they don't even
know the Lord to begin with, butthey're searching and as
(12:47):
empathetic as we can be whenthose people approach our front
doors could change their life.
So you have to think it's allin the details of how you
approach.
Here's a second one I want tobring up.
Who has never seen a Disneyemployee not smile?
Have you ever noticed that?
But I will tell you there isone ride that at disney that
(13:13):
they do not smile the best oneof all it's your favorite it's
my favorite the haunted mansionthink about that.
Speaker 2 (13:21):
I thought you were gonna say it's a small room.
Speaker 1 (13:24):
No, they all smile on that one.
Speaker 3 (13:26):
How they're smiling I have no idea how many times
they hear that song props tothem yeah, it was funny.
You walk up to the hauntedmansion.
People wait hour, hour and ahalf to ride this 45-second.
It seems like ride.
It is very cold, but what'sinteresting about that ride have
you ever noticed?
When you walk up, they sayplease fill in all the dead
(13:49):
space.
They want you to all move intogether.
Right, but at the HauntedMansion it is the only place in
the happiest place on earth thatI can think of that they don't
smile.
So think about this.
If smiling means that much, how, going back to the empathetic
in the details, how can thathelp us in our businesses, in
(14:12):
our churches?
One smile difference.
Think about this.
You walk up to a door.
Miss Smith is standing thereagain, probably one of the worst
disasters in their life whichyour mom dealt with.
But one smile changes thetrajectory of how that process
is going to go.
So there are times where weshouldn't smile either.
(14:32):
Right, because you can be happyall the time, don't get me
wrong.
But there are times where youhave to be empathetic and read
the room, read the customer,make sure that we're doing the
right thing, we're explainingthe right process.
So smiling can go a long way.
Brady, what's your take on that?
Speaker 2 (14:50):
Yeah, I think that sometimes it's difficult to do
that because, just, you know,everybody's going through
something, but we have toremember what we're there for
and who we're there for, and Ithink that kind of that'll that
grounds us, and we have to like,when we're when we're driving
up to the customer or, like yousaid, at church, we're driving
(15:12):
up to, to, to the church, to toserve or or do whatever it's
almost like pause and take aminute, okay, close your eyes
and like where, what am I?
What am I here to do?
And then that'll help, you know, get you back into focus of of
that.
And then, hey, we're there forthe customer.
So we need to put our best footforward, because they're going
(15:34):
through a very difficult timeright now and um and so we need
to.
If we can make their day just alittle bit better, then that
will go a long way.
Speaker 3 (15:45):
Adam, if you, if you notice, when you walk into
church, you you pick out someone.
You're reading, you're readingwho's come, who's at the, who's
at the service, or whatever.
You've noticed people that arenot smiling.
Do you ever catch yourself like, hey, I need to go say
something to them?
Speaker 1 (15:59):
Yeah Well, especially in my position too, I mean as a
photographer, I'm not going totake a picture of myself smiling
at church.
Right, I mean you know, but yes,because you know, yesterday in
our staff meeting our pastorbrought up a.
He brought up a staff I didn'treally think about, but he
talked about that every yearyour attrition rate for your
(16:21):
church is 10%.
He said you're going to lose10% of your people.
It doesn't matter if they'vebeen there a couple weeks.
He said it's been there for 20years.
You're going to lose 10% ofyour attrition.
And so he talked about ourguest experience and he said
your guests are the lifeline toyour church and I think
sometimes you get so focused onthe people that are always there
(16:41):
and pleasing the people thatare always there, but really who
you need to do the most is yourguest, because those are the
ones that are going to fillthose 10% of attrition you're
trying to fill.
On top of that, too, gueststypically have a higher rate of
bringing people right, likemaybe they don't want to go by
(17:01):
themselves.
You know they're like hey, willyou come with me to?
Speaker 3 (17:05):
church.
Speaker 1 (17:06):
Because Sunday morning is not only is it one of
the most diverse places onSundays I mean just different
nationalities, differentdenominations, whatever.
It is everything.
It's so diverse on Sunday butwhen it has those things you're
looking at, how do we keep thosepeople?
(17:27):
Or how do we keep those people,how do we let them see that
this is a community-based church, this is something that keeps
people happy?
So those are some things thatyou look at and, as you're
talking about exactly that, likeyou see someone who's maybe not
smiling or maybe unsure orwhatever, like go talk to them,
welcome them.
I'll tell you a quick story.
(17:47):
We were driving to lunch with mylead pastor the other day and
he was talking to me and he hadvisited a church called Oak
Church.
They're based out of TexasPhenomenal church, social media,
wise Creative team's awesome.
He said they were visiting somefamily.
They wanted to see it.
They've always wanted to see it.
I followed them for a while.
I think they do great things.
He said they walked in and theywere greeted by.
(18:11):
He said this probably 20,25-year-old girl.
She walked up and said, hey,I'm so-and-so.
And she said, hey, just a weirdquestion, do y'all happen to be
pastors?
And he was like yes.
Speaker 3 (18:27):
And he was like actually we are.
Speaker 1 (18:30):
And he was like well, I got a weird question for you
too.
How did you know that?
Speaker 2 (18:35):
Because they just went to visit.
Speaker 1 (18:37):
He said, or she was like so we've actually been
trained on what to look for withpastors.
And I said well, what werey'all doing?
He said so we were there 30minutes before service, so we
got there early and he said weweren't being like over the top
with it, but we were just wewere kind of taking some
pictures.
We were just observing and shesaid he said that she told them
(18:59):
we've been trained to do this,to look for pastors and how we
can serve you.
And she was like, hey, can I,can I give you all a tour of the
facility?
And he was like we'd love that.
She's like hey, before we go,do y'all want any coffee or
anything?
And they said, yeah, we'd lovesome.
Took them around the oppositeside of the coffee bar, said,
hey, I've got two pastors thatare visiting with us today.
(19:20):
They'd like such and such.
Can I get that stat?
And he was like I felt badbecause there's like a line of
people waiting for coffee.
Speaker 3 (19:29):
And they're like sure done.
They were showing honor to thepastor.
Let's be real.
Speaker 1 (19:32):
Like two or three minutes, got it done.
Got it done.
And then he said she was likethey took them everywhere, like
what do y'all want to see?
Where do you want to go?
Do you want to see behind theplatform?
Do you want to see our offices,like, do you have any questions
about our kids ministry,student ministry, so before
service, walking aroundeverywhere.
And then when they were he waslike hey, here's my number If
(19:53):
y'all have any questions, ifthere's any resources that
you've seen today, anything thatwe can give you and provide you
, we'd love to Just give that tous.
He said he just walked away.
I mean he said if they're doingthat for us, that's not pastors
what are they doing for theirguests?
So he said it's just a whole new.
(20:13):
So think about that, likethey've been trained.
You're talking about trainingLike how are we trained?
How do we know, how do weprovide service?
He said I walked away with anexperience that day, thinking
like they took care of us andthey really showed us because
they wanted us to have a goodexperience and they wanted us to
learn from them.
So he just told me that'sreally neat.
Speaker 2 (20:29):
I was blown away.
Speaker 3 (20:31):
That's details.
They have spent time in thedetails and you brought it up a
second ago training.
So what was interesting aboutmy last trip to Disney?
We took this thing called aminivan.
Now I know exactly what mostpeople are thinking right now.
It's not a minivan, it's not anM-I-N-I van, it's an
(20:52):
M-I-N-N-I-E van, and they dohave these things called mini,
like mini mouse vans, and whatthey are is basically like a
think of an Uber that is wrappedin a mini.
You know mini.
Speaker 1 (21:06):
It looks like mini mouse.
Speaker 3 (21:07):
Exactly, it's got ears on it and it does not have
ears.
Speaker 1 (21:10):
It has ears all around it, though.
Speaker 3 (21:12):
All around it.
Okay.
So I was riding with this guyand of course Sarah and the
family are like, oh no, here wego.
He's about to start askingquestions.
So I asked this guy.
I said so, tell me this, youdrive this minivan.
Like this has to be the easiestjob at Disney.
He said not only is it probablythe easiest job at Disney, it's
(21:33):
the most sought-after job atDisney.
It's the most sought after jobat Disney.
I said why is that?
He said think about it.
We drive a vehicle around allday long and take people from
point A to point B.
I said okay, I have to knowmore.
Like what's the reasoningbehind this?
He said the reason it's themost sought after job is because
it's the easiest, but it's thehardest job to get at Disney.
(21:53):
Everybody tries to get this job.
I said okay, well, how do youget this job?
Like if I retired, could I comedrive for the minivan?
I'm serious.
I did ask this question.
He goes honestly, you can't.
I said why is that?
He said it doesn't matter howmuch experience you have outside
of Disney.
You have to work at least oneyear inside of Disney before you
(22:17):
can even apply for this job.
He said I have been doing thissince the inception of the
minivan experience, whichhappened like 17 years ago, and
I said OK, he goes.
There's only 40 full timeemployees that do this job.
We have some part timers andseasonal, you know, around
(22:42):
Christmas and Thanksgiving andthings like that, when there's
an uptick in people needing aride.
He said but the reason why it'sthe hardest job to get and it's
the most sought after job to getis because of the training
behind what we have to do.
I said how in the world do youhave to train to drive this
vehicle?
He said no, no, no, you'remissing it.
He said we have to train drivethis vehicle.
He said no, no, no, you'remissing it.
He said we have to train.
I have to know every singlepark.
I have to know every singleroute.
(23:03):
I have to know every singlerestaurant.
I and it's not just aboutputting in my maps on my phone
and getting me from point a topoint b not only do I have to
know where these places are, butbut I have to be the roadmap to
educate you on that place.
So if I don't know about thatplace and I don't, I'm not, I
don't have the knowledge aboutthat restaurant or that ride or
(23:25):
whatever that you want to go do.
I'm not a good cast member andme being not a good cast member,
I can't do this job.
He said it's it is hard test.
So I got to thinking, sometimeseven at Disney.
You know, brady, there arepeople in many organizations
that don't focus on training andwe all get accustomed to it.
(23:46):
You know, we all just go aboutour day to day business and
whatever that is.
When Adam mentioned the ladysaid it's in our training, we're
looking for a pathway we'reable to point that out.
Yeah, why is training soimportant and consistent
training so important?
Speaker 2 (24:03):
Yeah, that's a great question.
I mean, I think it.
I think it's really two things.
One, it goes back to the.
You got to have good, a goodfoundation.
You got to have good systems.
You know you can do all thetraining in the world, but if
you don't have the systems thenit's not really going to mean a
whole lot.
And I'm sure Disney has a ton ofsystems um, probably more than
(24:24):
the uh, probably more than wewant to know, uh, but, but it's
just, it's a foundation.
You know the the author ofatomic habits, james clear.
He says that you don't rise tothe level of your goals, you
fall to the level of yoursystems.
And so I think it, I think itstarts with that.
And then, once you'veestablished those processes,
those procedures, those systems,then to me it's all about
(24:47):
rhythm.
So think about the rhythms thatwe currently have in our own
daily lives, or rhythms that weneed to change.
And in your business or yourorganization, whichever one, you
have to have a rhythm oftraining.
Organization, whichever one,you have to have a rhythm of
training.
You know you never want to getcomplacent of that.
(25:08):
We that we know it all.
Um, I think it was John Woodenthat said it's really it's what
you learn after you know it allthat counts.
Speaker 3 (25:15):
Yeah.
Speaker 2 (25:16):
And so what training does is it sharpens our skills.
It takes the foundation of thesystems and the processes that
we have, but it sharpens ourskills on those things
Constantly be learning,constantly be reading and
listening and growing and thentaking those things that we need
to get better at and train.
(25:38):
I mean, benji, you and I havebeen in the industry that we're
in for a very long time, but ifwe don't continue to sharpen our
skills then you know theorganization is going to go flat
at some point.
But, adam, to your point even,like you said, 10% attrition or
turnover in the church.
Well, you've got to havetraining for those new people
(26:01):
that are coming in.
It's like an organizationturnover rate.
You've got people coming in allthe time that don't know that,
don't have, you know, 50, 60, 70years worth of collective
experience.
So you've got to traineverybody and you can always
learn something, always learnsomething.
But training has to be a rhythmof your organization.
Speaker 1 (26:21):
Yeah, Training has to be a rhythm of your
organization.
Yeah, I mean, even in theday-to-day I try to make sure
that just personally trainingthere for I mean even capturing
video, taking pictures I meanit's got to be something.
I always tell people they'relike oh you know, I want to get
into taking pictures.
It's like you got to carry iteverywhere.
There is a camera with me atall times.
(26:44):
Yeah, maybe my phone, maybeit's, but I take it and I train
with it and I use it.
And it's about putting yourselfin uncomfortable positions.
I mean, one of the things I'vebeen doing lately, um is, uh, in
filming, using just trying touse different tactics, like
trying to film more with mygimbal, like I have one.
I have a nice one.
I don't use it a lot but, man,when you pull it out and you
(27:05):
start using it, you realize Ineed to use this more.
Like I need to have, I need tohave, like I need to have,
muscle memory.
I need to understand thatturning my right hand while
turning my left hand while doingthis does that.
And then you did not thinkabout it and it.
Whether that's how we speak,whether that's how we think,
whether that's in our physicalactions we have.
(27:26):
We've got to train ourselves tobe able to do those things.
I mean, when I'm takingpictures on Sunday morning,
that's something I'm trying toteach our team Like you've got
to be able to manipulate thecamera, like, yeah, putting it
in auto is not going to do it.
Speaker 3 (27:41):
I was going to say it's not an auto focus auto, it
is not the first thing.
Speaker 1 (27:46):
People ask me like, hey, what do I need to do to
learn how to take pictures?
I said, put it in manual andlearn the exposure triangle and
go like I.
But I, but I have to havemuscle memory, like I gotta be
able to know what buttons I'mpushing without looking and
moving things.
And I think that goes intotactics with even just like more
(28:06):
.
We're dealing with customersLike they ask a question, we
need to be able to respond to itand answer it without thinking
about it.
You know, be like well, youknow, let me find that.
You know.
Yes, I mean, there's going tobe moments like that, but when a
customer asks us something orcustomer needs something, the
more training we have and themore time we know what to say,
just like your, your Disneyfolks, benji, you're saying like
(28:27):
, if they're in the minivan,they're like hey, what do you
think about this pizzeria overhere?
He's like oh man, you knowthey're immediately you know
he's able to knock these thingsout.
Speaker 3 (28:38):
This guy told me he has a spreadsheet Again.
He was one of those figureskaters for Disney, traveled all
over the world with his wife ina travel camper, a pull-behind
camper, city to city, state tostate, and he said he has a
spreadsheet now because they dolive in Orlando, obviously of
every restaurant at Disney Iwant to say he said there was
(28:59):
like over 700 restaurants orsomething I'm on a godly number.
That's just on property.
He's been to all of them exceptfor like 80.
So he mentioned the pizza place.
So I'm sorry, you talked aboutpizza.
Speaker 1 (29:12):
But he's training himself.
I mean again going the extramile.
I mean he's taking Brady'sthing.
Speaker 2 (29:16):
He's speaking my language right there.
He is speaking my language.
Speaker 1 (29:21):
As soon as he says spreadsheet.
Speaker 2 (29:22):
Hey Adam, I do have a quick question.
Okay, you mentioned a gimbal.
Speaker 1 (29:27):
Yes.
Speaker 2 (29:28):
Is that like a condition?
What is that?
Speaker 1 (29:29):
I don't even know what that is.
So your gimbal is basically astabilizer for your camera.
Speaker 2 (29:35):
Are you making fun of me?
Is that what's happening here?
I was like well, gimbal, what?
Speaker 3 (29:39):
is a gimbal.
If you're watching this onYouTube, you should see mine and
Brady's face right now.
Speaker 1 (29:44):
You'll understand I'm not.
Our listeners will find is I'mnot good at reading Brady at all
.
Speaker 2 (29:53):
Like when I think he's being serious, he's being
funny.
Hey, listen, Adam will geek outon his photography equipment.
Speaker 3 (29:59):
Hey, he's in the details.
He's got the training.
Speaker 2 (30:01):
Details.
Speaker 3 (30:02):
That's right.
Speaker 2 (30:03):
That's right.
Speaker 1 (30:03):
That's right.
I still got a long way to go.
I always tell people I wastalking to somebody last night.
I was doing some pictures withthe kids at the high school and
they're like, oh, I miss havingyou be able to teach us and show
.
I'm like you got to do ityourself.
I didn't go to school for it, Ienjoyed it.
I wanted to get better at itand I realized I enjoyed it.
I wanted to get better at itand I realized, well, how do I
get better?
(30:23):
I get better taking pictures onSunday.
I get better at taking picturesof my kids when they go to the
park.
Right, I mean, like it'sdifferent conditions, different
things, but I'm always takingpictures.
The girls laugh because I takeso many pictures of them, but
what they don't realize is oneyes, I'm capturing memories.
I don't want to, but the otherside is, honestly, there's some
times I'm taking pictures ofthem when we go to the park or
(30:44):
they're doing sports, that I'mreally just trying to use
something, that I'm not in a door die situation, like I got to
deliver this to a client andmake sure that I understand how
to do it, so when I am in thesituation, I can be successful.
Speaker 3 (30:58):
It's become a rhythm to you and you know what's funny
to finish up on training.
That's where the details comein, and most people don't spend
enough time in the details totrain.
Because, again, if you continueto do the same thing over and
over, and over and over again,it becomes numb at some point of
what those details are and youmight skip a step, you might
skip a process and it cantotally change the outcome of
(31:21):
what you're trying to accomplish.
Speaker 1 (31:22):
Well a process and it can totally change the outcome
of what you're trying toaccomplish.
Well, let me ask y'all, as weget ready to wrap up, I'm going
to hit y'all with a question Iwant y'all to be able to.
I want to see if you can answeras you, as owners, okay,
handling a company of 200 pluspeople, what do each of you do?
So kind of share with ourlisteners, because both of you
are totally differentindividuals.
What do you do from a trainingstandpoint to ensure that you're
(31:46):
continuing to be successful atyour role and to know that
you're making sure you'redialing in those details?
Speaker 3 (31:51):
Great question?
Mine is probably.
We have a phrase that we use onour side of the house seven
times, seven ways.
You can educate someone,whether it's a client, whether
it's your employee, throughtraining.
You can educate them seventimes and finally, the seventh
time they actually go.
I've never heard that.
Well, we've only talked to youabout it seven times before, but
(32:12):
they're they finally kicked inand remembered.
Oh, that's what we're doing.
So if you don't continue totrain and process on it seven
times, seven ways, keep it.
Our dad used to say you know,the horse is dead, dismount,
it's time to move on.
You know let's move on down theroad, but unfortunately in
training you have to continue toprovide the details, because
(32:34):
details drives data, Data drivesdecisions.
If we can get the details done,then we can make educated
decisions as we move forward inour process.
So again, seven times, sevenways would be what.
What I would, what I would saykeeps me on track.
Speaker 2 (32:49):
Yeah, I would say that there's a uh, there's this
thing, that kind of lives insideof us that we always want to be
better.
You're like we're, we're nevera good with status quo, and so I
mean, just one example thatlooks like for me is um, how do
we create margin and margin inour thinking and margin in in
(33:09):
what we can learn?
You know, I, for me personally,just a personal goal of mine
this year was to read 12 books,and uh, now, I don't physically
like read, you know I, I do.
I do the audio book which, adam, you make fun of me for.
Speaker 1 (33:22):
So thank you, I'm right there with you.
Speaker 2 (33:25):
But I, so I set a goal to to do 12 this year at
the beginning of the year.
Well, I was.
I was looking the other dayjust kind of tracking my
progress, and I have alreadydone, year to date, 17 and.
I've got and I've got more onthe list.
Do you quit, brady?
I don't quit, no, because whathappens is this weird thing is,
(33:47):
once you get on a roll and youstart doing it, you're like man,
I can keep going, I can keeplearning, I can keep growing.
And so I've got a list loadedup for the next round of what
I'm trying to learn.
He's going to double that goalfor 2025.
Speaker 3 (34:05):
Maybe so, maybe so.
So we'll see.
See what happens.
Hey, adam, I actually you'll beproud of me this year I
actually started to listening tomore podcasts.
I don't, up until we were doingthis one I really didn't do.
I didn't listen to podcasts andwait does this one does this
one count yeah, I don't.
Speaker 1 (34:20):
I be honest with you.
At least there's one downloadper episode.
That's me.
It doesn't matter how manytimes I edit, I just want to
hear it like in a car or throughmy headphones.
How does it sound like whenit's out there?
Speaker 3 (34:34):
Absolutely no.
But no, I've started listeningto more podcasts, and it's
Educating Leadership podcast.
I actually listen to Murderpodcast and people are like why
do you listen to murder podcast?
And people are like why do youlisten to murder?
Murder podcast yeah, well, it'sreally trying to fake.
It's not really talking abouthow they murder people it's
talking about work yeah it's howto solve a problem.
Speaker 2 (34:51):
That's really what they're doing and so I figured
it was like training for goingback to the haunted house well,
that was one of the big things.
Speaker 1 (34:59):
Brady this year with the executive team was like, hey
, what are you reading and whatare you listening to?
And that was a big thing thatyou pushed on us.
And I've done the same thing.
I just finished.
I'm trying to remember I thinkit was the Gratitude Factor, it
was a Truett Cathy like a storyof him, and so I just finished
that one.
That one was great, and so I'mmoving on to another one.
(35:22):
I've got a list of them.
And then I'm trying to justabsorb podcasts.
And I'm trying not to listen toas much music while I'm driving
, especially now that I've got alonger drive to work, I'm
trying to consume just differentpodcasts, whether it's about
church, whether it's about mediabusiness, whatever it is, I'm
trying to consume those.
And also that's one of myfavorite parts at the end of the
(35:42):
year like I want to see myspotify, like what is it?
What does it give me?
At the end of the year did Ilisten to more podcasts and
music?
Like what, what is it?
So that's one of the things I'mdoing the same thing, just
trying to just consume this.
Speaker 3 (35:52):
Yeah, man, nowadays you talk about what do I show in
?
Your algorithm probably showsyou what what you need to be
listening to after hearing somany of them.
Oh yeah, oh yeah, pretty neatstuff.
Now.
We just wanted to, as we wrapup the show today, just want to
tell you guys, thank you so muchfor listening and joining in.
Again, check out our websitehigheruppodcastcom.
You can connect with us on allthe social media platforms.
(36:14):
Higher Up Podcast.
And again, you have a choiceevery single day and we want to
encourage you to choose to livea higher up life.
Have a good day, have a goodone Later guys.
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True Crime Tonight
If you eat, sleep, and breathe true crime, TRUE CRIME TONIGHT is serving up your nightly fix. Five nights a week, KT STUDIOS & iHEART RADIO invite listeners to pull up a seat for an unfiltered look at the biggest cases making headlines, celebrity scandals, and the trials everyone is watching. With a mix of expert analysis, hot takes, and listener call-ins, TRUE CRIME TONIGHT goes beyond the headlines to uncover the twists, turns, and unanswered questions that keep us all obsessed—because, at TRUE CRIME TONIGHT, there’s a seat for everyone. Whether breaking down crime scene forensics, scrutinizing serial killers, or debating the most binge-worthy true crime docs, True Crime Tonight is the fresh, fast-paced, and slightly addictive home for true crime lovers.
Dateline NBC
Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Follow now to get the latest episodes of Dateline NBC completely free, or subscribe to Dateline Premium for ad-free listening and exclusive bonus content: DatelinePremium.com