The Customer Experience Podcast
The Customer Experience Podcast

Episode 143 · 1 year ago

143. Hiring and Onboarding Virtual Professionals w/ Daniel Ramsey


Virtual professionals not only grant you the time you’ve been craving, but they also improve your customer experience with processes and systems that work.

In this episode, I interview Daniel Ramsey, CEO and Co-Founder at MyOutDesk, about how virtual professionals affect customer experience.

Daniel and I discussed:

- How VAs earned a shout-out in Tim Ferris’s 4-Hour Workweek

- Setting expectations: the honeymoon metaphor

- Why the Philippines provides such exceptional virtual professionals

- When customers know they need VAs but can’t articulate it

- Strategic gates and failsafes

Check out these resources we mentioned during the podcast:

- Daniel Ramsey on LinkedIn

- MyOutDesk

- Airbnb

- Uber

Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

A lot of our virtual professionals are hired to serve in the customer experience role, or customer service or support or whatever it is, and so when they have a process and a system that's fully baked into every fabric of the culture of the business, we win. The single most important thing you can do today is to create and deliver a better experience for your customers. Learn how sales, marketing and customer success experts create internal alignment, achieved desired outcomes and exceed customer expectations in a personal and human way. This is the customer experience podcast. Here's your host, Ethan Butte. I wish I had more time. Is that something that you or a team member has ever said? I wish I had more time? Of course it is. Time is our most valuable resource, but demands on our time only grow, especially in growing businesses. Today, we're talking through a solution to this, a way to add flexibility to your team and to help you scale. Our guest is a longtime entrepreneur who started, run and sold several businesses in his career. More than a dozen years ago now, he cofounded my out desk, where he serves as CEO their team. Strengthens and scales growing companies with virtual assistants and virtual professionals. Their clients range from the fortune five hundred and in five thousand to start ups and Solo preneurs. Daniel Ramsey, welcome to the customer experience podcast. Thank you so much for having me. I'm excited to be here. Yeah, we've known each other a little bit for years. It's been a long time since I've seen you because I haven't been out on the road so much. So I'm looking forward to to catching up here in this conversation and I love this idea of bringing in flexible team members and there's so many customer experience implications here, and employee experience for that matter. But before we get into it, you know, as I was thinking about the arc of virtual assistance as kind of a normalized practice in business, I immediately thought of the for our work week by Tim Ferris. It was one of those books that kind of popularize the topic and it was like, oh, that's always doing it. But in prepping for this conversation I noticed that you were mentioned in it's not a book that I've read, I'm familiar with the concept. So tell me a little bit about that, like how did you get the mention? How did that work out, and what did that mean for you and the arc of normalizing virtual assistants? Yeah, it's an interesting story. In fact, Tim and I got to hang out maybe for five years ago. He was in San Francisco speaking and I actually just went up to him and said, Tim let me tell you you you have like changed my whole world and prior to his book, virtual assistants were like a novelty. You know, you'd walk by it and go, that's strange, who would ever do that? And then he wrote this book and literally, if you look at our kind of growth trajectory of how many, what our headcount is, which is what we count on, you know, we count how many bodies do we have place with customers, and we just brokee the fifteen hundred virtual professionals. We call him virtual professionals, but I just had to shake his hand because I'm like, Tam you did it for me, man, you were... were my guy. But he came up with a great story to tell around an industry that I was involved in, and so I think it's great. The concept of you know, I don't know about working four hours a week. I'm I don't do that. I like the idea, but but the reality is this idea of a global workforce, specially and Ethan, this is like the time right. The labor market is tight again, material costs are soaring, customers are calling because, guess what, e commerce and the phones are just ringing. Even for us, we're busier than we've ever been, right and so I think this is a great time to have this conversation and I think the audience is really I hope we're going to bring a lot of value to them. Awesome. So we'll start where we always start. With everybody, no matter their background, no matter their business, customer experiences something we all have in common. I feel like it's our greatest differentiator. When I say customer experience to Daniel, what does it mean? I love your question and I actually was thinking about it because I knew this question was going to come up and I want to relate it to the audience in an easiest terms possible. When a husband and wife divorce, and you know I'm a storyteller, so I'm going to tell a story right, the number one reason that they divorce is money, but nobody talks about the number two, and number two is misaligned expectations to go. A husband will go in. I thought it was going to be like this. A wifle goes. Well, why don't you do that? And people are misaligned about the expectation up front. And so in our business and how we serve our customers we just get very, very hyper clear up front in every step of the customer communication. So in our world it's always about aligning expectations up front and then just delivering on the promises that we make over time. And we found that when you do that they're just are a lot less issues, you know. So here it is aligning expectations, because that's where all the frustration lives in the customer experience journey. Absolutely really well said. I like the the full explanation as well as the concise one, and I think it's something that we overlook quite a bit. I think what happens more often than not when customers wind up disappointed is that expectations haven't been managed at all. Yes, they haven't been guided, they have been set up, they haven't been established in there for the customers left to make up their own expectation. And then it gets into communication as well. In your experience, I know you serve a wide variety of companies. Will get into that in just a minute. But in your experience, your observation or even thinking about your own business or other businesses that you created, do you like customer experience more as a role or a function or a team, like a named customer experienced person or team, or do you prefer it as a mindset or a philosophy or a culture or element or an ethos that pervades all of the team's yeah, Gosh, what a weird thing to ask. I understand why you're asking it. In our business it's just part of the fabric of our culture is delivering on what we promise.

And so it's one thing. I own the company and we have a big it's a big push just just just to make sure that the customers expectation is fully baked into the very first call to the delivery five years down the road. So in our world we, you know, we ride out the expectation, we ask the customer to confirm. We don't move forward when somebody's not ready because they think they have an idea but they're not sure and they want to try it and you know, you don't go into a relationship saying let's try it, let's see if it'll work. You know it's so you know when customers are like I just want to throw money at the problem, that's when I really get scared. Right. And so our our world is just starts in the beginning, but we hold those expectations all the way through with good systems and process and so the good systems of processes we just we record everything from the conversations to the initial consultation to what the job expectations are and we show our customers like hey, here's what you said and here's what we put into our system. Is that right? And we want our customers to do the same thing with our virtual professionals, because typically we're EST LAFIN company. If you think of us, we're just a global staffing company, right. So a lot of our virtual professionals are hired to serve in the customer experience roll or customer service or support or whatever it is. And so when they have a process in a system that's fully baked into every fabric of the culture of the business, we win. We win, and so that's kind of our perspective. Love it. Yeah, so it's definitely tending toward the ladder and I like what you offered there in terms of, you know what I heard or inferred from part of your answer. There was this idea of kind of gatekeeping, like no, we are not going to go to the next step just because you're ready to sign the contract or stroke the Checker, swipe the credit card. You were not going to move forward until you know, we get we all come to agreement here, because we've seen it too many times. It's going to go sideways. So, before we go any farther, let people know more about my outdsk like who's your ideal customer? What do you solve for them? You know, what were you looking to solve a dozen years ago and how is that manifest today? Maybe take that anywhere that you want, but for context, because I feel like we're already at the doorstep. I'd love to get really explicit about what is the business and what are you solving? Sure all, I'm going to just explain my my experience. Personally, I was a real estate developer, broker, mortgage person. I was building a business around, you know, real estate and the practice of buying and selling properties and land, and I actually found myself on my honeymoon, right on my honeymoon, at the bar at one in the morning. My wife of two days was back in our bungalow. And this is a Francis Ford Coppola resort. So, to give you some context, were in trees. Our Room is in trees, right, there's monkeys swinging around and we're overlooking this gorgeous lake. And I'm at the bar...

...and the bartender starts making fun of me in Spanish, like and I speak a enough Spanish to be dangerous, right. And you know, Dumb White Guy, these green goes don't know anything. Why is he working? Beautiful Bride back in the room. And it was at that moment that and and Ethan, you mentioned it before we went live, but you know, I just had my third child and I had a business that owned me versus me owning the business, right, and so I immediately I had that epiphany moment on my honeymoon saying, Gosh, I this isn't what I envisioned for my life, you know, and this isn't what I wanted to build. And so I came back and I went back to work and and and I built systems and processes and we streamline who was doing what and what positions were and what happened to a customer once they came in. And that honeymoon was a pivotal point and virtual assistance were part of my world. I've been doing it since two thousand and seven, before Tim Ferris's book, before it became popular, before anybody even had heard of it up. Work wasn't around elance Odsk they didn't exist right. So, literally, I had a problem that I had to solve for my own business. I wanted to buy some of my time back, and so we started my outdesk really because I had a need, and then a friend said, hey, could you get me some? He ended up with seventeen of our virtual professionals. And you fast forward. You know, we serve bio really called BIOTEX. Biotex. Yeah, the covid you know the COVID testers, right, they called us a couple months ago and said, Hey, our phones are blowing up, we need somebody to answer the phone. They were answering them on cell phones, like they had two different cell phones and it's an amazing story and we're like, well, you need a phone tree and we need to route them if if they've already taken a test or they need a test, and you know, so we worked out what they look like and then we gave them ten of our people to answer phones, because they went from having no calls to having thousands a day. And so what we do typically is will come in, we do it a complete analysis of your business and we sit down and say, Hey, what positions really matter, kind of like I did on my own honeymoon. Right after that moment I was like, okay, something's got to change and we'll just walk through what your org chart looks like, how you're growing your company, who's on the team now? What do you actually need to accomplish? And we do all of that through a consultation and typically we're delivering three to five percent profit to your bottom line by hiring a virtual assistant and basically taking your US team and having him do the highest level work. And so that's a long explanation, but that's how, you know, we started. That's problem that I solved for my own business and then we found out more people needed it. One more little context layer. What types of roles are are these virtual professionals working in like marketing, sales? You already mentioned customer service. That's definitely one. Like what are some of the roles? I think they've probably grown and expanded beyond what someone who hasn't engaged with a virtual professional might think, which is probably like admin work exclusively. It's... like, what kinds of roles are these people being placed in? Yeah, so you nailed it. Sales, so sales development, reps, ton of tech companies, you know, the first point of contact. Somebody registers or downloads something our people. I'm a big fan of calling people like this is a weird thing because you know a lot of my tech buddies and customers. They're like, well, we don't want to call them until they're ready to buy, and I'm like no, no, you call them when they raise their hand. And so lot of sales development, a lot of marketing assistants. So think of design coordination. You know all of the moving parts that have to happen. Even this podcast. There's going to be a bazillion things that have to happen after our our conversation right well, every single thing other than this conversation with you and I ethan should be done by by somebody. In my experience, that is a just a lower cost of hourly rate. And so you got sales marketing operations. So administrative work, you know, book of flight, manage my calendar, book a you know, like all of the operationals. You know, do a report for the company. It's very interesting. A lot of sea level people, people who are in charge of hundreds of people, do not have assistance and I always find that crazy. I'm like, wait a minute, wait a minute, your how big is your company and you don't have an assistant? Let's go man, so let's you know. So we do a lot of personal assistants and administrative assistance and, you know, customer support and service. That's a huge place that we serve. You know, there's a lot of a lot of the times and it's interesting because I want to talk about how we help the customer service and support people, but a lot of the Times customers just want a phone, like to have a conversation, like just pick up the call and let let them know that you know, and somebody on the other line is answering and telling you what the timeframe is and how long it's going to weigh. You know, like those are simple things. So those are kind of letting you vent out loud empathy. Empathy goes a long way in the customer support, you know, space. So those are the four areas sales, marketing, Admin and customer service and support. Cool. I'm curious how you think about this, because they I'm sure different people think about it differently, but for you and your organization, one of your obvious customers is people who need this flexibility. They need the extra support. They made what maybe want to reduce Labor Cross or variety of reasons they might engage in your covid situation. Hopefully don't need those people for very long. It's just we have this acute need, let's solve it in a flexible way and then move on and go back to our normal staffing level. So that's one customer, the other customer. Or are the employees or are they part of the supply chain or they partners? Like how do you think about the virtual professionals themselves? Like, how do you view them in the context of Your Business? Well, in our business we call him part of the MOD family. I mean we're very family oriented company. We give our virtual professionals healthcare, vacation, they have access to loan programs. I mean it's a job for them. So we on board them. I mean there's some crazy stuff are people are primarily... the Philippines and there's some crazy things that they have to go through. We get an FBI gray background check. We have a SASS platform that tracks like where they go, what they do and like we just know what they're up to and that's part of our accountability to our customers and our virtual professionals. We want to set them up for success, which again we goes back to aligning expectations at the beginning of the conversation, and so we also are in a process where we match our customers. So when somebody comes like Ethan says hey, I need x, well, we don't go out and get a B and c. We drilled down on your expectations and then we find somebody that actually has experience in that and has done it before. So we're a long term staffing company. We don't do project based stuff. That's a a great model for fiver or up work. There's a lot of people who do project based stuff, but we literally are a full time talent it staffing solution for growing and scaling businesses. That's where I mean and it's instant talent. That's the other thing that I love about it. You come in tomorrow and we will set you up if you're ready. Will help you make sure you are ready, but we'll set you up and then next week you're interviewing in the week after there in your office, versus the normal staffing world where M in today's market, I'm hearing three and six months to hire locally. So it's crazy right now. Yeah, so go a little bit deeper into something that you went by there. So I, like you already address this kind of much more long term than project based. What does that mean? Is this is someone going in for twelve months, or they going in for thirty six months or they going in for eight months, like and I know it varies. Yeah, but like speak to that a little bit. And then where I really want to go with this question is to follow up to that. So I'll preview it here. You just take it all straight away. You already mentioned a little bit about on boarding. This is one of my personal curiosities. It's important for you to on board, so feel free to speak to that, because you're on boarding them into this my outdsk ecosystem where they might over the next five years, beyond two projects or four projects or whatever. But then also, how do you work with your customers to make sure that they're properly on boarding them into that unique experience? The so the moving pieces there are. Well, you're going to invest less in that on boarding if it's a sixmonth engagement than a thirty six month engagement. So anyway, they're speak to that however you wish. Yeah, I love it. It's a good question because that in a human world, which that's the world that we live in. Like we're not selling software, WE'RE NOT SELLING A widget. So I like to say our people, people are messy. Right. We've had some amazing stories. One of our virtual professionals, you like the story. She's pregnant, she's finishing her shift, she's delivering for our customer and, wildly enough, she starts going into Labor right and being a new father, like you know, last month, I still find this story crazy. So she goes into Labor, she finishes her day, gets...

...into a cab, goes to the hospital and doesn't make it like she has her fourth baby in the cab because she was finishing for a client, right. And so what we do is we talk to our customers. We verify that they have a system in a process, that they have a framework, and I want to talk a little bit about frameworks because I think a lot of people in the customer service world they haven't fully baked what their framework is. There's a lot of tribal knowledge there. One thing about virtual assistance. Once you have somebody not in your office, like we've all just experience with Covid, you have to then create more systems and process you have to document what you do and when you do that that raises the bar and everybody kind of in the on the team realizes Whoa, this is the new standard, this is a new minimum standard, which is great. So what we do with our clients is just make sure they have the right process and systems in place. They have technology supporting the roles. We literally are like, okay, so they're going to make calls for you or they're going to accept calls for you. What are they supposed to say? And well, people don't know. We work with them to figure that out and if they do know, that's the basic step. Then there's the next level, which is, you know, they have call review where they're actually scoring individual and providing feedback. Then they're doing some sort of core value for that group. Quarterly assessment where the employee is like getting feedback so they know what the work is that they need to do. And so we serve a variety of people. People brand new startups who are growing and they just got, you know, seed money and they're they're growing to you know, one of our customers as a multibillion dollar company, and so everybody's in a different path and we, we're are our job is to support them and give them the tools that they need or say no, you're not ready, and that goes back to the expectation thing. It's really interesting. It's a nice value add to these organizations as well. I feel like you obviously have plenty of e and you set it several times. Structure Process. Yes, so when the framework, talk about frameworks, what is what do you mean by that word, and how does it benefit everybody involved? Another story, because I'm a crazy guy. I'm back in two thousand and four. I'm I launched this Development Real Estate Company and I've got sales people and I'm and I'm like, Hey, what do you say when you're talking to a customer and guy gets off of and he's he says something and I asked another guy like what are you saying? And I realize I had a way of saying it and everybody else in the room set it differently. And I was like, holy Moly, we need a framework, like they need to learn from me, who I own the company. At the time I had the most successful completed, you know, transactions and these, you know, and and their experience ranged like there was somebody who had more than me and somebody was brand new, and I realized no one was on the same page. Right, it's all okay, we need a framework. We need a framework. And you know, in real estate there's there's an example. LP Mama is a great one. Location, price,...

...motivation, appointment, mortgage and, you know, are you working with another agent? So if you're a real estate broker and your prospecting, you know exactly like the five questions ask. You know, location, why are you buying in that neighborhood? Right, and so that's an example of a framework that's super, super easy. And so one of our frameworks actually starts with hey, who do we need to thank for the fact that we're on this call today? We're building rapport with our customers like hey, how did you hear about us? Who Do we need to think right? So we're planting into their brain. And if you're listening in your customer you know you got ask this question because every single person asked this exact same question. Who Do we need to thank and what would make our time together amazing for you? So our focus is on the customer, right, and so we want to help our when they on board for the customers support and experience kind of positions, we want to make sure there is a framework, there's proper training on it, there's a mechanism for measurement, right. So they're you know, if you need to score the car calls, and then you have to provide feedback and let them grow. Let him grow into the world as they're learning the business. So that's a great example of a framework that we use. But our customers vary. We have ECOMMERCE, technology companies, insurance companies, real estate. So it's really cool to see all these different versions of frameworks, but it's for sure a big deal, especially in the customer experience world. Awesome. So this is obviously come a long way. You're placing a wider variety of talent, I would gets than you were five or ten years ago. You're placing it at a wider variety of organizations, although the theme of Courses, growth and scale. What are people still like confused about or mislet about in terms of hiring virtual professionals? Like, what are some of the common objections or concerns? And I'm sure you're going to voice some things that someone listening is thinking right now. Yeah, yeah, but you know so it's come a long way, but it's still not fully normal in in in a lot of corners, and so I love you for you to like throw some light into that corner. Yeah, for sure. I mean, first of all, if you're listening right now, they are smart, just as smart as you and I right and they have experience, typically, especially for the customer service world. The Philippines is the number one voice country in the world now, more fortune five hundred and more international, you know, the top one thousand. That's the country that all of their customer services kind of going out. One Company, Wells Fargo, held out like funny enough, Wells Fargo, the bank had no customer experience people in the Philippines and then they purchased another bank that had an entire center there ten years ago. So it's becoming the norm. Not only do they you know, are they smart, but they have great experience. English is a first language there, so when you're driving on the streets, you're like, Oh, there's the directions to the place you're trying to go to, and it's in English. I can read it. Their values, that's the other thing that we love. The values are similar to ours. Ninety four percent of the people... the Philippines are Catholic or identify Catholic, and so their value system for Southeast Asia aligns with ours perfectly. Where other countries that are also low cost, they have different sets of their culture is different. So they're right and wrong. Is Different, not wrong, but just different right. And so those are just some of the things what I can tell you. Many people are like they know they have a need but they're not quite sure what or how and they can't articulate it. Those folks I just invite them, you know, to come do a consultation with us and we'll tell you what's possible and not possible. I've a good friend WHO's a doctor, brilliant guy. Calls Me Up and says, Daniel I need help, but I have no idea what I need help with. I'm like, okay, how many offices do you own? Again? He's like fifteen. I'm like, Oh my goodness, you know. So it's normal not to know what next steps are. We all hit our lid right and in that moment I've just encourage you guys to reach out and and we could help you through what might be next. Cool talk about this. I feel like when people feel like they need more time back, where they need more system or process, I think what a lot of people are doing is looking to automation and assuming that at some point, if they have good enough data, they can layer some machine learning or artificial intelligence on it. Do you find you know, and I hate pitting it this way, I mean my feeling is as a customer, in most cases I would most often prefer to deal with the human being, someone that is going to get the nuance, get the subtlety, understand my language, not make me explain it to her three times like my default is to human and perhaps to a virtual professional. Do you have any thoughts about the relationship between humans and automation? Kind of in the context of where our conversation has been. Yeah, it's interesting. One of my one of our customers, who happens to run a really large mortgage company, one of the top it's a one of the top five in the country. He woke up at four am too hundred kids of text messages because they're crm and there was a booboo. I love saying Booboo, you know, because I got a little little kids. Right, but there was a boo boo and the automation sent an automated text at four in the morning to his entire database across his entire country, or in try, across the entire country. So he woke up two hundreds of you know, hey, Fu for texting me in the morning, like at four in the morning, right, yeah, and so that's not a good experience. Right. But back to your question. I'm not a Mecca Guy, right. I don't think ai is going to take over. I don't think we're there yet. They're not going to take over the world. We're not going to have flying cars in the next five years, no matter what Elon Musk says. You know, we're no, I'm not, and my kids aren't going to live on Mars like that. Just none of that's going to happen, you know. But what I do believe in is good old fashioned pick up the phone. Give you an example. Last...

...year our HBAC had a little kerfuffle, you know, like they're in California, it's hot. So when that happens you're like, okay, call right away. So we called four different companies. One Company got back and it took forty eight hours. And so, you know, that's a small business, you know, mindset. But I can tell you we have a bunch of, you know, airbnb and hotels and rental customers, and we call the lock company and said, Hey, we're thinking about buying all these locks across all of these doors. Nobody got back to us. And it's a big company. I mean it's a big company, you know. So whether you're small or big, my preferences go to the conversation. That's where all the money is, that's where all the relationship is, that's where you can set expectations and and really align outcomes for not only customer but also the company. And so I hate it, man. I hate email. I don't like text. People text me I'm like Hey, what's up, you know, and so I've in our company we've built that in. Like we call you back, wildly enough, in the real estate world, like back in the day, and I ramble, so watch out. One of our value propositions was we would just call you back. Try to mask differentiator. Yeah, like normal business. We will respond to your emails and call you back. We promise, like and and all of a sudden we were. We were very busy. So, yeah, I'm a big Fan of just picking up the phone and having conversations and I think that's where all the gold is. I think that's where you learn. I think as a as a CEO, I still talk to the customers. I still when there's a problem, I still get on the and I don't have to. We have a huge team, like I want to so I understand what's going on in there and there for them for their experience. I want to know what should I change, because I get to change anything right. So if they if they're having a bad experience, I want to know why. I want to know why and how I can improve it. And, wildly enough, that's where all the gold is. Yeah, it's fantastic. It reminds me of conversation I just had with another guest, John Bella is there who, like you, is a multiple time company founder and he said in the companies in now actually was describing a company built and ran for ten years before selling it. He dedicated twenty percent of his time just to getting on the phone with customer for all the reasons you already identified. You know, my quick take on the answer, on my answer to that question that I asked You, is that the answer is obviously somewhere both and we need both. It's a matter of finding the balance and the thing that we miss when we over automate is, and you use this word earlier, is empathy, people feeling seen and heard and appreciated, people being able to vent, which was a something guy tossed out. But these are so much good stuff and I like the way that you buttoned it up to I mean, the conversation is the foundation for the relationship and it can happen in multiple channels, but you know that live back and forth with tone and clarity is is very helpful and often overlook hey, if you're listening to this episode and you've enjoyed it and you're listening now, so I obviously you have. I've got two more than I know you would...

...enjoy, and they're both much earlier. By the way, this is going to be something like episode one, hundred and forty three, and thank you again for joining me for it, Daniel. Way Back on episode fourteen with Samantha Stone, founder and CMO of the Marketing Advisory Network, we talked about balancing automation, AI and human relationships. So a lot of this, where we ended up here is is what we spend a lot of time on. Back on episode fourteen with Samantha Stone and then a little bit later, episode forty one, with Nelson Bruton, who is the president at interchanges. We called that setting up your life chat to dramatically accelerate sales, and the theme there is where you ended there was this this conversation, right, and so we can turn our chats into chat bots, but I feel like a there are spots where it needs to be turned over to a human and be you don't know how to set up the BOT until you do all the hard learning of being in real conversations with real people. That's how you decide what are the frequently asked questions, what answers do tend to satisfy people the first time, etc. so that was an episodes fourteen and forty one with Samantha Stone and Nelson Bruton respectively. Daniel, before I let you go, I'd love for you to do two things for me and everyone listening. The first is to think or mentioned someone who's had a positive impact on your life or your career, and the second is to give a not or a shout out to a company, your brand that you appreciate for the experience that they deliver for you as a customer. Yeah, that's great. My favorite mentor story is as a business owner. I was new and I was a young hustler right so started a business from scratch, grew it, just got the opportunity to sell multiple businesses and the reality is I always had an opportunity to learn from somebody. My First Teacher, my first mentor, was a coach who I actually paid. And wildly enough, I've found every single time I hit a ceiling, I'm one mentor away from breaking through that and typically it's somebody who's done it before, been there before and really has a hard, good skill set about solving that issue. And so every time with on our company, and that was just the first time, I'm just seeked out people who can add value and we can reciprocate. That would be my mentor always find coaches mentors in your world. Your second question, what was it again? Company or a brand that did gives you a great experience? Yeah, it's good, it's interesting. I'm a big fan of AIRBNB, AIRBNB and Uber and these brands that deliver stuff to you and make it seamless and to a point. Although, I said, the conversations are gold. I also really appreciate Smart Tech. That and we use it ourselves, right, so the smart tech that just gives me what I want when I want it. That's the world. That's where we're going. Right. I don't know that we're there yet, but these companies are really innovated that through and I love ordering Salads and having them delivered to I mean like, yes, I'll pay four dollars to have that delivered to my office and not have to go anywhere. Absolutely.

So those are my tutascy. Yeah, yeah, my family and I've been using AIRBNB A lot, and even during the pandemic, just because it's a bit feels more intimate and controlled. Awesome, great recommendations. Are totally agree with you and for folks who are with us here have the conclusion of the conversation. They've obviously enjoyed it. They might want to take a next step. They might want to connect with you or learn more about my outdsk. Where some places you'd send people to follow up on this? Yeah, if you're listening right now, I would just invite you to the website my outestcom and grab a consultation. One of the things we add a tremendous amount of value up front, so our consultations are free. We will go through your org chart, your systems and process, understand your frameworks and figure out if you actually could use our service and if not, we'll actually tell you. We're like, Hey, I don't think, I don't think we're a fit. You know, there's some biotech companies out there that are very technical and there's some customers that they really need high level technical expertise and we just aren't a fit for that. We will tell you if we're not a fit. We will tell you if you are a fit. We will help develop your frameworks and your guides and everything you need to do to higher virtual professionals and if you come in, we actually I actually wrote a book last year about scaling a company with virtual professionals. So not only will we do the consultation for free, but we'll give you a copy of our book where it'll give you a written guide to how to do this the right way, because, believe it or not, you can. You can screw up virtual assistants really easy. Awesome. Two things that just from a from a customer experience standpoint. Two things I absolutely loved about this conversation. One is this idea of all of the upfront investment, true discovery and partnership to figure out of me. You told the story earlier of I need help, I have no idea what I need, I just need to help. I mean, and still way you close this down. Kind of button that up for me in the think they'll stick with me for a long time, as this idea of setting up gates along the waiste that you do not allow your customers or your virtual professionals to fail. Like you cannot proceed to the next step until we come to some agreement understanding. You check the box, you truly get it, or you're fully prepared or we've answered that question or whatever. Really, really good stuff. I appreciate your time in your insights. I wish you continued success, Daniel, and appreciate everyone for listening to yeah, thanks for having me then, and this has been fantastic. Clear Communication, human connection, higher conversion. These are just some of the benefits of adding video to the messages you're sending every day. It's easy to do with just a little guidance, so pick up the official book rehumanize Your Business. How personal videos accelerate sales and improve customer experience. Learn more in order today at Bombombcom Book. That's bomb bombcom book. Thanks for listening to the customer experience podcast. Remember, the single most important thing you can do today is to create and deliver a better experience for your customers. Continue Learning the latest strategies and tactics... subscribing right now in your favorite podcast player, or visit Bombombcom podcast.

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