00:00I love it. I feel like it's that dynamic of even on the receiving end of being on a call,
00:05right?
00:05Being on a call with someone I know is from a call center. And I can't tell you when I
00:09get on
00:09the call and they're reading from a script, I literally say, can we pause? I know that you're
00:14trying to read off a script and I appreciate that you're trying, but I'm like, we're not getting
00:18anywhere. And I don't want to be on the phone for another 30 minutes. And I asked them to actually
00:23transition. And if they can't transition, I say, can I talk to your supervisor? Because I know that
00:27they don't have to talk on a script. And I don't think people realize how important it is
00:30to have that connection and that collaboration that you're discussing. Because I just, I can't sit
00:36there for 30 minutes, an hour, and just, I can't go through it. It's like torture. So I love, I
00:42love
00:42what you're doing. I'm curious, how do you actually train that with your employees to ensure that they're
00:48able to deliver that as well? So simple, Carly. First and foremost, I'm going to blame the supervisor
00:56or if that agent's just reading script because they're not a good mentor.
00:59Yeah.
01:00What do I like to do? Let's use football as an analogy here. I'd rather have you make first
01:06downs for me, Carly, and then eventually a touchdown. But give me some first downs. Give me some yardage.
01:11We're not doing Deion Sanders or Devin Hester runbacks, you know? It's the kind of thing where
01:18I like checkpoints. Because if you and I need distance, it's better to focus on the rock that's
01:26over there 100 meters away compared to the mountain that's five miles away. And so I've learned that
01:34it's not just survival, it's just to give little wins. And so if you can, in the beginning of a
01:41phone
01:41call, anchor with somebody, how do you do that? I don't know. Maybe give a company name, Spike.
01:49Talk about built for this podcast. How you doing today? You know, say better than Carly does. And
01:55if somebody transfers me to you, do a positive escalation, let you know how great Judy is,
02:01how important she is. And I'll do it verbally and I'll do it in writing. Why do I do these
02:05things?
02:06Because it's showing excellent faith prior to any sort of presentation of my company.
02:11And if you can do that, forget the 10 minute calls, you're doing 150, 30 second amazing intros
02:19where you're jumping clouds. The toughest part is that intro, kiddo. That's it.
02:24Yeah. If you can walk across the dance floor and ask someone to dance, you might have the best
02:28night of your life. It's just the, everyone's always afraid of that introduction. Well,
02:33why don't you show sincerity? Why aren't you excited to be on Carly's podcast to get you on
02:41the phone? Judy's the nicest person. And, and I've seen that people that usually have a defense at a 10
02:50will drop it to a six to a four because once again, you're, you're, you're showing non-threatening
02:57behavior. And so this poor young man or woman reading a script, they are so
03:03under the pressure to produce, they're going to get fired. And so they figure that if they do the
03:08maximum of minimum Carly and get at least 12 scripts read, they might not get fired for the day.
03:14That's not good odds. Those are terrible odds. I call that carpet bombing. You don't want a carpet
03:19bomb. You want to be selective like a sniper. And that's all because if you, if you put that sort
03:26of
03:26pressure on somebody, they're not authentic anymore. They, they, they, they, they got that weight on
03:32them. A supervisor named Billy yelling at you. That's not funny. Yeah. Yeah, definitely.
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