June 29, 2021 • 20 mins
It has been a challenging month, to say the least, and waste has been on my mind non-stop. Join me as I discuss my new relationship with "waste" and the challenges that come with it!
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Things Discussed In Episode (some links may be affiliate links where I receive a small commission for the recommendation) :
- The Power of Moments by Chip and Dan Heath
- OmniGroup
- Magic Castle Hotel
- The Lean Startup by Eric Ries
Mark as Played
Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Matt Boettger (00:00):
I'm going to throw a word out there to you
right now.
And I want you to think aboutwhat first comes to mind when
you hear this word ready waste,what comes to mind?
It's negative, right?
It's what am I wasting my life?
What are the things that arewasting my resources, whatever
it may be, and it's causing aproblem, I need to get rid of my
(00:20):
waste so I can be moresuccessful and more loving, more
engaging all of these things.
And I want to let you knowthat's absolutely right.
And I think we have narrowed ourfocus a little too much that if
we really want to bring thegreatest value to our life, into
our business, we've got to thinka little bit broader in the lens
(00:42):
of waste.
Yes.
We've got to shore up and reduceour waste.
We've got to be leaner in ourapproach to life and business,
but.
We've got to increase our waste.
If we want to be memorable.
If we want to create a moment insomeone's life, whether that's
in a relationship or atransaction or some value, or
(01:04):
you provide as a business,you've got to increase a
particular part of your waste.
You really want to be impactfulin your life.
Now it's been forever since I'vedone an episode.
It's not because I haven'twanted to.
It's because this war has beenruminating in some way in my
mind, because somethingsignificant happened in my life
(01:24):
just over a month ago that puteverything on pause.
You know what that is?
I got laid off and it was hardand it was sudden, and it was
unexpected.
And the temptation to want tofall into emotional chaos
feeling out of control wasdefinitely.
And I want to share what I'velearned so far in this process
(01:47):
and how waste is something I'mconstantly fighting with.
Not so much waste in sense oftrying to get rid of waste.
My problem now is actuallyadding the right waste back in
because I'm afraid.
And when you get fearful, You'renot willing to actually add the
right waste in because that'swhat it sounds like.
(02:11):
It's not valuable, but in theend, the waste that I need would
have dividends if I just committo it.
So today's episode is all aboutwaste, where we can shore up,
reduce our waste, but also moreimportantly, how you might.
Can actually increase yourwaste.
You can have a more successfuland impactful relationship and
business.
Let's get going.
(02:38):
Are you living the most reallife possible?
I ask myself this question allthe time.
Most of the time, the answer is,I just don't know.
But sometimes the answer isdefinitely not.
This is why I have this podcast.
I'm Matt Bacher and welcome tothe show.
Two small things.
If you get a chance, pleaseleave a review on apple podcasts
(02:59):
and also check out my website,live in the real.com where I
offer lots of resources and howto live the most real life
possible.
Now on with this.
Okay.
So when we think of waste today,we're always thinking about how
we can reduce it, how we can getrid of it, to manage our life
more efficiently.
And that's going to be a keyword for today because this is a
(03:21):
problem in every part of ourlife.
And that is thinking who lens ofone thing.
And one thing only is how I canbe more efficient with my time
with my things and also with myfriends.
And that's the problem.
What's the result from thisquest for efficiency, reducing
waste, it's increasedresponsibility, increased
(03:43):
communications.
We would have more concerns andwe have to approach things with
more caution.
How is this?
Because when we reduce thisfriction, we reduce our waste
and we shore up our life to bemore efficient.
We allow for more things to comeinto our life and we just are
juggling the madness ofconstantly.
(04:05):
That's not where we want to bein our life.
So in a pause for a moment toask you, where is your waste?
Where's my waste.
It may be in a context of time,right?
That you're scrolling on yourdoom, scrolling on social media,
or just binge watching Netflixor Hulu.
And that's really a clear cutidea that if you're really
supposed to be working right nowand you're watching Washington,
(04:26):
yeah.
That's a waste of time, butthere are other more nuanced
approaches by which we wastetime about our emotion.
How we're feeling.
This was really hard for me whenI was laid off back in the
second week of may and took thislike small sabbatical to
reevaluate here.
We're going to go, well, Ishould pursue next.
There was a lot of emotion andthat emotion competed with my
(04:49):
productivity, my effectivity, tobe able to do things, to move
things forward.
And of course there's that time,but what you just need to have
that emotion and feel it and ownit and be hurt, but then you've
got to move forward and allowthem.
Emotion to be able to allow tocome in your mind, but also
allow to travel out withoutgrasping onto it or the
(05:13):
thoughts, man, I can't tell youhow many thoughts I had when I
was first laid off about, do Ieven have the gumption?
Do I even have the strength tobe able to do what I want to do
now?
Because as you maybe know, I hadbeen juggling a full-time job
and being an entrepreneur on theside and now I have to make a
decision.
Do I find another full-time jobto replace that old full-time
(05:36):
job?
Or do I double down and say, no,this is where I want to be in my
life.
And I know it's a risky, but I'mgoing to go down that route.
And could you imagine there werethoughts of imposter syndrome
that I was having?
No, no, no.
The safe, the safety net isgoing back to a full-time job.
There's benefits, there'ssecurity and you're absolutely
right there is.
But for me and my family, therisk is warranted to be able to
(05:59):
jump off, make this.
To be a full-time entrepreneur.
And for me, I was playing itsafe.
To be honest, I living a fulltime job and doing the side
hustle.
It was a safe and easy thing todo.
And I remember somebody told methe story of, he had written a
book about how a generalbroadened his troops onto a
beach and had all the shipsburnt and said, look, you can't
(06:23):
go home.
So either.
Or you die, but you're not goingback home.
And for me, my ship was burnedbecause I didn't make the
decision for me.
And so now this is anopportunity for me to be able
to, re-educate my thoughts tosay, this is what I've always
wanted to do this leap.
Now the transition is scary andit's going to be hard.
Our next three months we'll havea lot of unknowns, but I need to
(06:47):
keep my nose to the grind.
And in the spirit of findingNemo, just keep going.
And and if I have to have thesethoughts, these ruminations,
giving them a small amount timeto happen, put on a timer and
move forward because I don'thave time to waste in those
particular areas.
How much of our energy isallocated to things that may or
may not actually be true.
(07:08):
And I don't want to be caughtinto that feeling emotions that
are actually disproportion to myreality, having thoughts that
are actually not right.
They're just based out of fear.
And not out of the confidencethat I can have.
I have what I have to build tomove forward in a way to provide
yes, financial means for myfamily, but the lifestyle of my
(07:28):
family to be maybe more mobile,someday, to be able to go out
and travel more, to live in adifferent state in a free way.
So that's powerful to then shiftmy thoughts from pessimism to
opportunity from preservation topromotion.
I can't, this is not a time forme to try to go into this like
(07:50):
little shell of preservation.
This is my time to thrive.
And I know some of you listeningmay be in a similar situation.
Maybe you just graduated collegeand you're being put out into
the ocean, the sea, or you justlost your job as well.
Or you dropped out of college oryou failed out of college or a
broken relationship, what youthought was going to go forever
and it's ended.
And now what, and you have thatopportunity to think, okay, is
(08:14):
this an opportunity?
Or is this just a threat to mylife?
And I wanna encourage you tothink of things as an
opportunity and get rid of thosethings in your life is going to
keep you in a place where youdon't want to be six months from
now and get rid of that way.
Now it's about the idea ofefficiency and efficiency is
this concept of being timefocused.
(08:36):
But in my mind, we'd look atwaste.
There are three dimensions ofthis to look at it.
And he's like a peeling back, anonion, whether as a personal
professional and then as thefirst one is efficiency and
that's time-based how do Imaximize my time in my life and
my job and my work, myprofession, my home life,
(08:56):
whatever I be, how do I makethings simpler, easier?
And I get more done in lesstime.
And this is the common way bywhich we think of wasting time.
But then there's effectiveness,efficiency and effectiveness.
This is not time focused, butresult focused.
This allows for the biggerquestions in our life and our
(09:17):
business about what is theoutcome that we're ultimately
trying to strive after?
Is it just a sale, atransaction?
Well then, uh, efficiency mightbe the easiest way of doing it,
but at the deeper than it, thanthat, are you trying to bring
about trust?
Becoming having a group of superfans, deeper connections.
(09:40):
Now this is affecting the, so Itell many of my clients and my
friends in where I canoftentimes fail at when it comes
to waste, be careful to beefficient with things, but be
effective with people, whetherpersonally or professionally,
because we can smell it a mileaway.
We know this personally, when wefeel like we're being treated as
(10:01):
a means to an end as anefficient.
But effectiveness is abouttrying to achieve the proper
result for that person.
And that person may be happinessor trust or safety.
And that's, we want to bringabout in that position.
Now I know in the context ofbusiness, I can feel that right
away when I call a business oran organization, a merchant, and
(10:25):
I right away am greeted by aseries of robotic teleprompters
that have 5,000 menus before youcan actually talk to a person.
Right.
Their business in some sense, orat least in one area is thriving
off efficiency.
When it comes to customerinteractions, efficiency is
their number one priority.
(10:46):
And then there's other placesI've called.
Now.
This might be a weird obscuregroup, but Omni group.
It's a software company basis.
Seattle.
I use them all the time.
You call them.
There are no menu prompts.
You're immediately greeted by alive real human being who wants
to help you right away with yourproblems.
What am I thinking of anotherone?
(11:07):
I think of Zappos.
I remember her hearing aboutback in the day, Zappos really
was about values their customer.
It was not just about thetransaction, but about building.
And the record to be online,right with customer service is
10 hours and 51 minutes.
And I guarantee you, it wasn'tabout the nuances of the shoe
(11:27):
they wanted.
It was about dealing withsomebody's personal life.
It didn't have a friend to talkto and that Zappos customer
service agent stayed with himfor 10 hours and 51 minutes
dealing with life.
And this is something they'reshunned with the Zappos
criticized and demote them forthat.
Now they promote them andcelebrate them.
Wow.
That's working out ofeffectiveness.
(11:48):
Now you're seeing the context ofwastes shift on its head because
there's a bottom line numberthat is a total utter waste to
spend 10 hours and 51 minutesthat may or may not have
resulted in a pair of shoesales, but that did result in 10
hours at 51 minutes of an hourlyrate being paid by Zappos to
employee, what a waste.
(12:10):
But see, now you're seeing thenew one.
That we've got to shore up.
Our fences and efficiency wasthings, but maybe when it comes
to effectiveness and my thirdone part of waste efficiency,
effectiveness, and thenenjoyment or experience that's
an into itself.
And these three things, we lookout of the context of waste and
(12:32):
our personal professional lifeand see where do we need to
shore up our fences, reduce ourwaste in our life.
So that we can be moreeffective, create better
experiences, reallocate thatwaste to something profound.
I would read in a book one timethat the highest Colleen of love
is to waste time with another.
(12:52):
When I read that, it gave methis really strong kind of
negative reaction initially.
And over time I realized, yes,that is actually the context of
love professionally andpersonally.
Because when you actually wastetime with another, what does
that mean?
It means simply that you get novalue out of it, the experience.
So this idea I've been wantingto sit with someone because they
(13:16):
like to do something that youdon't like to do, but yet you do
it because you love them, butyou do it enthusiastically, not
begrudgingly.
Wow.
That's love because you know, itmakes them happy.
That is the idea of the rightallocation of waste.
There's this great hotel I readin a book.
(13:36):
I think it's called the power ofmoments.
I'll put it in the show notesabout this magic castle hotel in
LA.
And if you've been there before,if you have I haven't and if you
go on the magic castle hotelwebsite in LA, you look at the
pictures and he looks sub-parand looks like an average hotel,
nothing big.
But it gets five stars,thousands and thousands of
thousands of five star ratings.
(13:58):
Why?
Because of one thing, they havesomething that stands out above
every other hotel is a hotelPopsicle hotline by a pool that
who was, is catering to kids andkids dominate decisions when it
comes to travel and they pick upthat phone, any kid, and they
can immediately be greeted by awhite glove.
(14:21):
Employee with a silver tray ofpopsicles, free of charge,
endless amounts.
Anytime you pick up that phone,what a waste, the man, the waist
provides dividends.
And I want to encourage youprofessionally and personally to
think about this idea of weight.
And don't just think abouttrying to reduce the waste.
(14:43):
I want you yes.
To reduce the waste.
Think of it through the lens ofefficiency, effectiveness, and
enjoyment, experience thosethree things, but then
reallocate that waste tosomething profound.
Create a moment in someone'slife, whether personally or
professionally that buildstrust.
(15:04):
What is your hotel Popsicleline?
What is that thing?
That is a waste of time ofresources, but makes a deeper
connection with someone in yourlife and your business
effectiveness may increase wastebefore a greater impact.
(15:25):
And that's what we want in ourlife and our business.
We want impact.
We want people to come back overand over and over, and I can
think of tons of.
Examples of businesses in mylife who have earned my trust
because of the waste in theirlife.
Now, Amazon has grown it'senormous, but the fact that they
(15:45):
were the first on the scene toprovide basically free shipping
with prime subscription andhaving two days having a bag in
your door was unheard of andfree returns.
It's so simple to earn my trustthat, and you know what I'm
going to shop with them.
There is a place called REI thatI go to.
I went to often back in the,here in Colorado that I would
(16:06):
only shop for my outdoor gear.
Because if you became a member,you could return things.
Literally two years later withmud all over them, the tread
gone and saying, Hey, theydidn't work.
And they return or out withouteven asking about it and giving
you a new pair of shoes.
That is incurring waste for mylawyer.
And that's incredible insightshop with them because I trust
(16:29):
them because they trust me bydoing that right now, granted
people are going to abuse thesystem, but just that gesture
tells me they trust me enough toallow me that option.
Trinity is going to returnthings two years later, knowing
or trust.
And I won't abuse it becausethey trust me, then I shop with
(16:50):
them.
So it encouraged.
Right now pursue efficiency withthings and effectivity with
people as a business, you've gotincorporate intentional waste
handwritten letters, a simplething.
I saw a few years ago, I wasdriving into work and to Boulder
one time, and I saw utilityvehicle parked on the side of
(17:12):
the road, dealing with some kindof service of a house.
And instead of putting a littlered cones around the.
The gentlemen put huge stuffedlions around his van, memorable
what a waste.
We'll never forget that momentin that company ever again,
because of what that happened.
(17:33):
Just, it created a moment for meby which just created indelible
seal in my mind of who thatcompany is.
And it brought about a sense ofenjoyment.
The third one for me to counter,which inclined me to want to use
them.
If they're in my area.
Because there's somethingsymbolic about what they did
that shows to me, it's not justabout the transaction.
(17:54):
It's about the experience.
And if you, as a business canmake that gesture towards
someone, you've got them hooked.
If you can show that you arealso about the experience for
the client, for the customer andmaking their experience
exceptional, I'm coming backover and over and over again.
So what is your white glovePopsicle?
(18:15):
What is your stuffed Elian sothat you encounter and bring
about a deeper experience andtrust loyalty to the people
around you?
So I hope this has helped.
What is that wasting to shoreup?
And what is that wasting itintroduced to you?
To your friends, to yourbusiness, what does that waste?
(18:36):
You need to add in your own lifeand your own business.
It might be as simple as justsitting with someone and
allowing them to talk endlesslyabout something you just don't
care about.
In fact, it frustrates you.
In fact, you don't even believewhat they're saying.
And you sit with them and youlisten with them and you
(18:57):
empathize with them and youconnect with them and you stay
away from providing your ownjudgements.
You just sit there and quote,waste that opportunity.
And the purpose is simply toconnect, have a wonderful week,
and I will see you guys nextweek.
Take care.
Bye-bye thank you for listeningto this episode of living the
(19:18):
real.
If you want to check out moreinformation, go to living the
real.com and sign up for mynewsletter.
If you want to support thispodcast, you do that at
patrion.com/ltr as well as onetime.
Payments at Venmo and PayPal inthe show notes.
See you all next episode.
Take care.
Bye-bye.
I'm going to throw a word out there to you
right now.
And I want you to think aboutwhat first comes to mind when
you hear this word ready waste,what comes to mind?
It's negative, right?
It's what am I wasting my life?
What are the things that arewasting my resources, whatever
it may be, and it's causing aproblem, I need to get rid of my
(00:20):
waste so I can be moresuccessful and more loving, more
engaging all of these things.
And I want to let you knowthat's absolutely right.
And I think we have narrowed ourfocus a little too much that if
we really want to bring thegreatest value to our life, into
our business, we've got to thinka little bit broader in the lens
(00:42):
of waste.
Yes.
We've got to shore up and reduceour waste.
We've got to be leaner in ourapproach to life and business,
but.
We've got to increase our waste.
If we want to be memorable.
If we want to create a moment insomeone's life, whether that's
in a relationship or atransaction or some value, or
(01:04):
you provide as a business,you've got to increase a
particular part of your waste.
You really want to be impactfulin your life.
Now it's been forever since I'vedone an episode.
It's not because I haven'twanted to.
It's because this war has beenruminating in some way in my
mind, because somethingsignificant happened in my life
(01:24):
just over a month ago that puteverything on pause.
You know what that is?
I got laid off and it was hardand it was sudden, and it was
unexpected.
And the temptation to want tofall into emotional chaos
feeling out of control wasdefinitely.
And I want to share what I'velearned so far in this process
(01:47):
and how waste is something I'mconstantly fighting with.
Not so much waste in sense oftrying to get rid of waste.
My problem now is actuallyadding the right waste back in
because I'm afraid.
And when you get fearful, You'renot willing to actually add the
right waste in because that'swhat it sounds like.
(02:11):
It's not valuable, but in theend, the waste that I need would
have dividends if I just committo it.
So today's episode is all aboutwaste, where we can shore up,
reduce our waste, but also moreimportantly, how you might.
Can actually increase yourwaste.
You can have a more successfuland impactful relationship and
business.
Let's get going.
(02:38):
Are you living the most reallife possible?
I ask myself this question allthe time.
Most of the time, the answer is,I just don't know.
But sometimes the answer isdefinitely not.
This is why I have this podcast.
I'm Matt Bacher and welcome tothe show.
Two small things.
If you get a chance, pleaseleave a review on apple podcasts
(02:59):
and also check out my website,live in the real.com where I
offer lots of resources and howto live the most real life
possible.
Now on with this.
Okay.
So when we think of waste today,we're always thinking about how
we can reduce it, how we can getrid of it, to manage our life
more efficiently.
And that's going to be a keyword for today because this is a
(03:21):
problem in every part of ourlife.
And that is thinking who lens ofone thing.
And one thing only is how I canbe more efficient with my time
with my things and also with myfriends.
And that's the problem.
What's the result from thisquest for efficiency, reducing
waste, it's increasedresponsibility, increased
(03:43):
communications.
We would have more concerns andwe have to approach things with
more caution.
How is this?
Because when we reduce thisfriction, we reduce our waste
and we shore up our life to bemore efficient.
We allow for more things to comeinto our life and we just are
juggling the madness ofconstantly.
(04:05):
That's not where we want to bein our life.
So in a pause for a moment toask you, where is your waste?
Where's my waste.
It may be in a context of time,right?
That you're scrolling on yourdoom, scrolling on social media,
or just binge watching Netflixor Hulu.
And that's really a clear cutidea that if you're really
supposed to be working right nowand you're watching Washington,
(04:26):
yeah.
That's a waste of time, butthere are other more nuanced
approaches by which we wastetime about our emotion.
How we're feeling.
This was really hard for me whenI was laid off back in the
second week of may and took thislike small sabbatical to
reevaluate here.
We're going to go, well, Ishould pursue next.
There was a lot of emotion andthat emotion competed with my
(04:49):
productivity, my effectivity, tobe able to do things, to move
things forward.
And of course there's that time,but what you just need to have
that emotion and feel it and ownit and be hurt, but then you've
got to move forward and allowthem.
Emotion to be able to allow tocome in your mind, but also
allow to travel out withoutgrasping onto it or the
(05:13):
thoughts, man, I can't tell youhow many thoughts I had when I
was first laid off about, do Ieven have the gumption?
Do I even have the strength tobe able to do what I want to do
now?
Because as you maybe know, I hadbeen juggling a full-time job
and being an entrepreneur on theside and now I have to make a
decision.
Do I find another full-time jobto replace that old full-time
(05:36):
job?
Or do I double down and say, no,this is where I want to be in my
life.
And I know it's a risky, but I'mgoing to go down that route.
And could you imagine there werethoughts of imposter syndrome
that I was having?
No, no, no.
The safe, the safety net isgoing back to a full-time job.
There's benefits, there'ssecurity and you're absolutely
right there is.
But for me and my family, therisk is warranted to be able to
(05:59):
jump off, make this.
To be a full-time entrepreneur.
And for me, I was playing itsafe.
To be honest, I living a fulltime job and doing the side
hustle.
It was a safe and easy thing todo.
And I remember somebody told methe story of, he had written a
book about how a generalbroadened his troops onto a
beach and had all the shipsburnt and said, look, you can't
(06:23):
go home.
So either.
Or you die, but you're not goingback home.
And for me, my ship was burnedbecause I didn't make the
decision for me.
And so now this is anopportunity for me to be able
to, re-educate my thoughts tosay, this is what I've always
wanted to do this leap.
Now the transition is scary andit's going to be hard.
Our next three months we'll havea lot of unknowns, but I need to
(06:47):
keep my nose to the grind.
And in the spirit of findingNemo, just keep going.
And and if I have to have thesethoughts, these ruminations,
giving them a small amount timeto happen, put on a timer and
move forward because I don'thave time to waste in those
particular areas.
How much of our energy isallocated to things that may or
may not actually be true.
(07:08):
And I don't want to be caughtinto that feeling emotions that
are actually disproportion to myreality, having thoughts that
are actually not right.
They're just based out of fear.
And not out of the confidencethat I can have.
I have what I have to build tomove forward in a way to provide
yes, financial means for myfamily, but the lifestyle of my
(07:28):
family to be maybe more mobile,someday, to be able to go out
and travel more, to live in adifferent state in a free way.
So that's powerful to then shiftmy thoughts from pessimism to
opportunity from preservation topromotion.
I can't, this is not a time forme to try to go into this like
(07:50):
little shell of preservation.
This is my time to thrive.
And I know some of you listeningmay be in a similar situation.
Maybe you just graduated collegeand you're being put out into
the ocean, the sea, or you justlost your job as well.
Or you dropped out of college oryou failed out of college or a
broken relationship, what youthought was going to go forever
and it's ended.
And now what, and you have thatopportunity to think, okay, is
(08:14):
this an opportunity?
Or is this just a threat to mylife?
And I wanna encourage you tothink of things as an
opportunity and get rid of thosethings in your life is going to
keep you in a place where youdon't want to be six months from
now and get rid of that way.
Now it's about the idea ofefficiency and efficiency is
this concept of being timefocused.
(08:36):
But in my mind, we'd look atwaste.
There are three dimensions ofthis to look at it.
And he's like a peeling back, anonion, whether as a personal
professional and then as thefirst one is efficiency and
that's time-based how do Imaximize my time in my life and
my job and my work, myprofession, my home life,
(08:56):
whatever I be, how do I makethings simpler, easier?
And I get more done in lesstime.
And this is the common way bywhich we think of wasting time.
But then there's effectiveness,efficiency and effectiveness.
This is not time focused, butresult focused.
This allows for the biggerquestions in our life and our
(09:17):
business about what is theoutcome that we're ultimately
trying to strive after?
Is it just a sale, atransaction?
Well then, uh, efficiency mightbe the easiest way of doing it,
but at the deeper than it, thanthat, are you trying to bring
about trust?
Becoming having a group of superfans, deeper connections.
(09:40):
Now this is affecting the, so Itell many of my clients and my
friends in where I canoftentimes fail at when it comes
to waste, be careful to beefficient with things, but be
effective with people, whetherpersonally or professionally,
because we can smell it a mileaway.
We know this personally, when wefeel like we're being treated as
(10:01):
a means to an end as anefficient.
But effectiveness is abouttrying to achieve the proper
result for that person.
And that person may be happinessor trust or safety.
And that's, we want to bringabout in that position.
Now I know in the context ofbusiness, I can feel that right
away when I call a business oran organization, a merchant, and
(10:25):
I right away am greeted by aseries of robotic teleprompters
that have 5,000 menus before youcan actually talk to a person.
Right.
Their business in some sense, orat least in one area is thriving
off efficiency.
When it comes to customerinteractions, efficiency is
their number one priority.
(10:46):
And then there's other placesI've called.
Now.
This might be a weird obscuregroup, but Omni group.
It's a software company basis.
Seattle.
I use them all the time.
You call them.
There are no menu prompts.
You're immediately greeted by alive real human being who wants
to help you right away with yourproblems.
What am I thinking of anotherone?
(11:07):
I think of Zappos.
I remember her hearing aboutback in the day, Zappos really
was about values their customer.
It was not just about thetransaction, but about building.
And the record to be online,right with customer service is
10 hours and 51 minutes.
And I guarantee you, it wasn'tabout the nuances of the shoe
(11:27):
they wanted.
It was about dealing withsomebody's personal life.
It didn't have a friend to talkto and that Zappos customer
service agent stayed with himfor 10 hours and 51 minutes
dealing with life.
And this is something they'reshunned with the Zappos
criticized and demote them forthat.
Now they promote them andcelebrate them.
Wow.
That's working out ofeffectiveness.
(11:48):
Now you're seeing the context ofwastes shift on its head because
there's a bottom line numberthat is a total utter waste to
spend 10 hours and 51 minutesthat may or may not have
resulted in a pair of shoesales, but that did result in 10
hours at 51 minutes of an hourlyrate being paid by Zappos to
employee, what a waste.
(12:10):
But see, now you're seeing thenew one.
That we've got to shore up.
Our fences and efficiency wasthings, but maybe when it comes
to effectiveness and my thirdone part of waste efficiency,
effectiveness, and thenenjoyment or experience that's
an into itself.
And these three things, we lookout of the context of waste and
(12:32):
our personal professional lifeand see where do we need to
shore up our fences, reduce ourwaste in our life.
So that we can be moreeffective, create better
experiences, reallocate thatwaste to something profound.
I would read in a book one timethat the highest Colleen of love
is to waste time with another.
(12:52):
When I read that, it gave methis really strong kind of
negative reaction initially.
And over time I realized, yes,that is actually the context of
love professionally andpersonally.
Because when you actually wastetime with another, what does
that mean?
It means simply that you get novalue out of it, the experience.
So this idea I've been wantingto sit with someone because they
(13:16):
like to do something that youdon't like to do, but yet you do
it because you love them, butyou do it enthusiastically, not
begrudgingly.
Wow.
That's love because you know, itmakes them happy.
That is the idea of the rightallocation of waste.
There's this great hotel I readin a book.
(13:36):
I think it's called the power ofmoments.
I'll put it in the show notesabout this magic castle hotel in
LA.
And if you've been there before,if you have I haven't and if you
go on the magic castle hotelwebsite in LA, you look at the
pictures and he looks sub-parand looks like an average hotel,
nothing big.
But it gets five stars,thousands and thousands of
thousands of five star ratings.
(13:58):
Why?
Because of one thing, they havesomething that stands out above
every other hotel is a hotelPopsicle hotline by a pool that
who was, is catering to kids andkids dominate decisions when it
comes to travel and they pick upthat phone, any kid, and they
can immediately be greeted by awhite glove.
(14:21):
Employee with a silver tray ofpopsicles, free of charge,
endless amounts.
Anytime you pick up that phone,what a waste, the man, the waist
provides dividends.
And I want to encourage youprofessionally and personally to
think about this idea of weight.
And don't just think abouttrying to reduce the waste.
(14:43):
I want you yes.
To reduce the waste.
Think of it through the lens ofefficiency, effectiveness, and
enjoyment, experience thosethree things, but then
reallocate that waste tosomething profound.
Create a moment in someone'slife, whether personally or
professionally that buildstrust.
(15:04):
What is your hotel Popsicleline?
What is that thing?
That is a waste of time ofresources, but makes a deeper
connection with someone in yourlife and your business
effectiveness may increase wastebefore a greater impact.
(15:25):
And that's what we want in ourlife and our business.
We want impact.
We want people to come back overand over and over, and I can
think of tons of.
Examples of businesses in mylife who have earned my trust
because of the waste in theirlife.
Now, Amazon has grown it'senormous, but the fact that they
(15:45):
were the first on the scene toprovide basically free shipping
with prime subscription andhaving two days having a bag in
your door was unheard of andfree returns.
It's so simple to earn my trustthat, and you know what I'm
going to shop with them.
There is a place called REI thatI go to.
I went to often back in the,here in Colorado that I would
(16:06):
only shop for my outdoor gear.
Because if you became a member,you could return things.
Literally two years later withmud all over them, the tread
gone and saying, Hey, theydidn't work.
And they return or out withouteven asking about it and giving
you a new pair of shoes.
That is incurring waste for mylawyer.
And that's incredible insightshop with them because I trust
(16:29):
them because they trust me bydoing that right now, granted
people are going to abuse thesystem, but just that gesture
tells me they trust me enough toallow me that option.
Trinity is going to returnthings two years later, knowing
or trust.
And I won't abuse it becausethey trust me, then I shop with
(16:50):
them.
So it encouraged.
Right now pursue efficiency withthings and effectivity with
people as a business, you've gotincorporate intentional waste
handwritten letters, a simplething.
I saw a few years ago, I wasdriving into work and to Boulder
one time, and I saw utilityvehicle parked on the side of
(17:12):
the road, dealing with some kindof service of a house.
And instead of putting a littlered cones around the.
The gentlemen put huge stuffedlions around his van, memorable
what a waste.
We'll never forget that momentin that company ever again,
because of what that happened.
(17:33):
Just, it created a moment for meby which just created indelible
seal in my mind of who thatcompany is.
And it brought about a sense ofenjoyment.
The third one for me to counter,which inclined me to want to use
them.
If they're in my area.
Because there's somethingsymbolic about what they did
that shows to me, it's not justabout the transaction.
(17:54):
It's about the experience.
And if you, as a business canmake that gesture towards
someone, you've got them hooked.
If you can show that you arealso about the experience for
the client, for the customer andmaking their experience
exceptional, I'm coming backover and over and over again.
So what is your white glovePopsicle?
(18:15):
What is your stuffed Elian sothat you encounter and bring
about a deeper experience andtrust loyalty to the people
around you?
So I hope this has helped.
What is that wasting to shoreup?
And what is that wasting itintroduced to you?
To your friends, to yourbusiness, what does that waste?
(18:36):
You need to add in your own lifeand your own business.
It might be as simple as justsitting with someone and
allowing them to talk endlesslyabout something you just don't
care about.
In fact, it frustrates you.
In fact, you don't even believewhat they're saying.
And you sit with them and youlisten with them and you
(18:57):
empathize with them and youconnect with them and you stay
away from providing your ownjudgements.
You just sit there and quote,waste that opportunity.
And the purpose is simply toconnect, have a wonderful week,
and I will see you guys nextweek.
Take care.
Bye-bye thank you for listeningto this episode of living the
(19:18):
real.
If you want to check out moreinformation, go to living the
real.com and sign up for mynewsletter.
If you want to support thispodcast, you do that at
patrion.com/ltr as well as onetime.
Payments at Venmo and PayPal inthe show notes.
See you all next episode.
Take care.
Bye-bye.
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