00:00There are so many centers here that compete.
00:03It could be hired tomorrow.
00:04And so what do I do to keep them?
00:07Well, I guess the basics.
00:10I can't sometimes compete with the bells and the whistles of Amazon,
00:13but when I know your name, prior to making a phone call,
00:17we'll do a two-hour soft skills class.
00:21What about playing pinball and Pac-Man in my game room
00:24so we can bond and you can meet other people,
00:27break bread together, give you dignity and respect.
00:31Yeah, but Richard, how do you compete?
00:33I'm only 150.
00:35These guys are 10,000.
00:36So I can be exceptionally selective through natural filtering.
00:41So the people that want to be here, that want to stand out,
00:44that want me to give them additional responsibilities,
00:47be a page to a knight,
00:50that is the sort of company culture environment
00:53that these people feel like they finally found.
00:57The coach, the teacher, the best friend,
00:59or the mentor that they never had.
01:01Because I'm a straight shooter.
01:02I'll call the balls and the strikes and give you some Philly guilt.
01:05And I will praise you and get you to the next level.
01:09And so it's interesting.
01:11You see people with chivalry still.
01:14And I like that.
01:15And so I've been able to survive in this exceptionally competitive industry.
01:20I mean, because of the way I've treated these people.
01:23Because if not, there's a guy that's going to pay him another 30 cents
01:26or be close to his home or who knows.
01:28But I get them.
01:30And I get them the old-fashioned way.
01:32Right.
01:33So it sounds like you're a very empathetic,
01:38almost compassionate boss.
01:40So you really create that environment
01:43where the staff enjoy coming to work
01:47rather than just seeing it as another paycheck.
01:51Let's slow down for a second.
01:52My brother, have you ever made phone calls before
01:54in a call center for 160 hours a month?
01:57I have not.
01:58I haven't had that.
01:58Well, good.
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