In your experience, what small details most influence whether someone trusts us, refers us, remembers us?

Well, first, let me just say this about details.

And that is that they do one of two things and there's no middle ground.

They're either enhancing the experience or they're detracting from the experience.

You can't have a benign detail.

Everything counts.

And so like if you have dusty houseplants in your office, that's a detraction.

How does improving or becoming more curious improve networking and client relationships?

So what's the first feedback loop you put in place as a leader and it allows you to help you know the culture is actually working?

Sure.

So one of the first things is that we have, well, one, we have a 360 degree review process for everything, which means that the leader gets reviewed by employees and by their boss.

And not just annual reviews.

I'm talking overall systems.

How are the financials going? What is the service system like? What's the characters like going through the dining room? So taking into consideration what your employees think is vital.

They actually usually have the best ideas out there.

Well, geez, you just took all my answers right there.

Yeah.

Yeah, well, definitely.

So let me I'm not going to be evasive.

I will definitely answer the question, but let me preface it with this.

There was a study a couple of years ago and they asked a whole bunch of business owners how many of them delivered great service.

And 80% of the respondents said, yes, we deliver great service.

I don't know why it wasn't closer to 100.

What does that look like at a financial advisory firm? And what do you mean by that?

So maybe can you walk us through a real example of a small business that you helped that transformed their entire customer experience, and what changes result of some of the other changes you made?

Sure.

So I got a, I got a few of these.

So one of them was a financial advisor.

Um, and, you know, financial advisors, if you're not sure, I mean, I'm of the age where I get the postcard that says, you know, "Come to the free dinner," and then they'll pitch you on whatever retirement plan.

And so my client was doing that.

But she had a huge drop-off from the dinner to the first meeting.

So can you maybe give me a story where a business thought they were delivering great service, but a blind spot was really costing them customers?

The Dis- Can you describe to me a little bit about the Disney playbook and, and how that affects the day-to-day business?

Yeah.

So one of the big things that I learned at Disney was that it runs on systems and processes, okay? They're, they have a system for everything.

You wanna change a bus tire, you know, they got a system for it.

Carry a tray in a restaurant, they got a system for it.

And all of the systems are simple.

Because if they were complex, the whole darn thing would fall apart.

I- is it, is it like a you start it and then you always add to it? When do you, when do you really get down to the SOP so that you're, you're, you, you have a lot covered?

Yeah.

Uh, so like in our carpet cleaning business, uh, one of the things we have to do is get into the customer's home, and this is a boring and mundane thing, but we've created an experience out of it.

And we also have theatrical elements to it.

Um, and quickly it goes, you know, we park in the street, we don't park in the driveway.

God forbid I got an oil leak, now I have something else to clean up.

A technician gets out, he's in a clean uniform 'cause he carries extra uniforms with him.

He doesn't smell because I forbid smoking, and you're not allowed to wear cologne.

Oh, no.

So I'm curious what you're seeing at Disney, how it runs without them.

Yeah.

One of the first things I learned when I got to Disney, and it wasn't how to clean the streets or pick up trash or be nice to people.

The first thing I really discovered was Disney runs on processes, and they have got a process for everything.

You want to change a bus tire, they got a process for it.

Carry a tray in a restaurant, they got a process for it.

Everything.

From a system standpoint, what's the most overlooked system that is quietly sabotaging profits in 90% of service businesses? How'd you flip it and dominate the market?