The Customer Experience Podcast
The Customer Experience Podcast

Episode 143 · 7 months ago

143. Hiring and Onboarding Virtual Professionals w/ Daniel Ramsey

ABOUT THIS EPISODE

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 arehired to serve in the customer experience role, or customer service or support or whateverit is, and so when they have a process and a system that'sfully 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 abetter experience for your customers. Learn how sales, marketing and customer success expertscreate internal alignment, achieved desired outcomes and exceed customer expectations in a personal andhuman way. This is the customer experience podcast. Here's your host, EthanButte. I wish I had more time. Is that something that you or ateam member has ever said? I wish I had more time? Ofcourse it is. Time is our most valuable resource, but demands on ourtime only grow, especially in growing businesses. Today, we're talking through a solutionto this, a way to add flexibility to your team and to helpyou scale. Our guest is a longtime entrepreneur who started, run and soldseveral businesses in his career. More than a dozen years ago now, hecofounded my out desk, where he serves as CEO their team. Strengthens andscales growing companies with virtual assistants and virtual professionals. Their clients range from thefortune five hundred and in five thousand to start ups and Solo preneurs. DanielRamsey, 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 alittle bit for years. It's been a long time since I've seen you becauseI haven't been out on the road so much. So I'm looking forward toto catching up here in this conversation and I love this idea of bringing inflexible team members and there's so many customer experience implications here, and employee experiencefor that matter. But before we get into it, you know, asI was thinking about the arc of virtual assistance as kind of a normalized practicein 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 itwas like, oh, that's always doing it. But in prepping for thisconversation 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, andwhat did that mean for you and the arc of normalizing virtual assistants?Yeah, it's an interesting story. In fact, Tim and I got tohang out maybe for five years ago. He was in San Francisco speaking andI actually just went up to him and said, Tim let me tell youyou you have like changed my whole world and prior to his book, virtualassistants 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 thisbook and literally, if you look at our kind of growth trajectory of howmany, what our headcount is, which is what we count on, youknow, we count how many bodies do we have place with customers, andwe just brokee the fifteen hundred virtual professionals. We call him virtual professionals, butI just had to shake his hand because I'm like, Tam you didit for me, man, you were...

...you were my guy. But hecame up with a great story to tell around an industry that I was involvedin, and so I think it's great. The concept of you know, Idon'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 aglobal workforce, specially and Ethan, this is like the time right. Thelabor market is tight again, material costs are soaring, customers are calling because, guess what, e commerce and the phones are just ringing. Even forus, we're busier than we've ever been, right and so I think this isa great time to have this conversation and I think the audience is reallyI 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 thinkingabout it because I knew this question was going to come up and I wantto relate it to the audience in an easiest terms possible. When a husbandand wife divorce, and you know I'm a storyteller, so I'm going totell 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 togo. A husband will go in. I thought it was going to belike this. A wifle goes. Well, why don't you do that? Andpeople are misaligned about the expectation up front. And so in our businessand how we serve our customers we just get very, very hyper clear upfront in every step of the customer communication. So in our world it's always aboutaligning expectations up front and then just delivering on the promises that we makeover time. And we found that when you do that they're just are alot less issues, you know. So here it is aligning expectations, becausethat's where all the frustration lives in the customer experience journey. Absolutely really wellsaid. 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 whathappens more often than not when customers wind up disappointed is that expectations haven't beenmanaged at all. Yes, they haven't been guided, they have been setup, they haven't been established in there for the customers left to make uptheir own expectation. And then it gets into communication as well. In yourexperience, I know you serve a wide variety of companies. Will get intothat in just a minute. But in your experience, your observation or eventhinking about your own business or other businesses that you created, do you likecustomer experience more as a role or a function or a team, like anamed customer experienced person or team, or do you prefer it as a mindsetor a philosophy or a culture or element or an ethos that pervades all ofthe team's yeah, Gosh, what a weird thing to ask. I understandwhy you're asking it. In our business it's just part of the fabric ofour culture is delivering on what we promise.

And so it's one thing. Iown the company and we have a big it's a big push just justjust to make sure that the customers expectation is fully baked into the very firstcall to the delivery five years down the road. So in our world we, you know, we ride out the expectation, we ask the customer toconfirm. We don't move forward when somebody's not ready because they think they havean 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 ifit'll work. You know it's so you know when customers are like I justwant 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, butwe hold those expectations all the way through with good systems and process and sothe good systems of processes we just we record everything from the conversations to theinitial 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. Isthat right? And we want our customers to do the same thing with ourvirtual 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 ourvirtual professionals are hired to serve in the customer experience roll or customer service orsupport or whatever it is. And so when they have a process in asystem that's fully baked into every fabric of the culture of the business, wewin. 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 youoffered there in terms of, you know what I heard or inferred from partof 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 readyto sign the contract or stroke the Checker, swipe the credit card. You werenot going to move forward until you know, we get we all cometo agreement here, because we've seen it too many times. It's going togo sideways. So, before we go any farther, let people know moreabout 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 andhow is that manifest today? Maybe take that anywhere that you want, butfor context, because I feel like we're already at the doorstep. I'd loveto 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, Iwas a real estate developer, broker, mortgage person. I was building abusiness around, you know, real estate and the practice of buying and sellingproperties and land, and I actually found myself on my honeymoon, right onmy honeymoon, at the bar at one in the morning. My wife oftwo days was back in our bungalow. And this is a Francis Ford Coppolaresort. So, to give you some context, were in trees. OurRoom is in trees, right, there's monkeys swinging around and we're overlooking thisgorgeous lake. And I'm at the bar...

...and the bartender starts making fun ofme in Spanish, like and I speak a enough Spanish to be dangerous,right. And you know, Dumb White Guy, these green goes don't knowanything. Why is he working? Beautiful Bride back in the room. Andit was at that moment that and and Ethan, you mentioned it before wewent live, but you know, I just had my third child and Ihad a business that owned me versus me owning the business, right, andso 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 thisisn't what I wanted to build. And so I came back and I wentback to work and and and I built systems and processes and we streamline whowas doing what and what positions were and what happened to a customer once theycame in. And that honeymoon was a pivotal point and virtual assistance were partof my world. I've been doing it since two thousand and seven, beforeTim Ferris's book, before it became popular, before anybody even had heard of itup. 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 startedmy outdesk really because I had a need, and then a friend said, hey, could you get me some? He ended up with seventeen of ourvirtual professionals. And you fast forward. You know, we serve bio reallycalled BIOTEX. Biotex. Yeah, the covid you know the COVID testers,right, they called us a couple months ago and said, Hey, ourphones are blowing up, we need somebody to answer the phone. They wereanswering them on cell phones, like they had two different cell phones and it'san amazing story and we're like, well, you need a phone tree and weneed to route them if if they've already taken a test or they needa test, and you know, so we worked out what they look likeand then we gave them ten of our people to answer phones, because theywent from having no calls to having thousands a day. And so what wedo typically is will come in, we do it a complete analysis of yourbusiness and we sit down and say, Hey, what positions really matter,kind of like I did on my own honeymoon. Right after that moment Iwas like, okay, something's got to change and we'll just walk through whatyour org chart looks like, how you're growing your company, who's on theteam now? What do you actually need to accomplish? And we do allof that through a consultation and typically we're delivering three to five percent profit toyour bottom line by hiring a virtual assistant and basically taking your US team andhaving 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 solvedfor my own business and then we found out more people needed it. Onemore little context layer. What types of roles are are these virtual professionals workingin 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 expandedbeyond what someone who hasn't engaged with a virtual professional might think, whichis probably like admin work exclusively. It's...

...like like, what kinds of rolesare 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'ma big fan of calling people like this is a weird thing because you knowa lot of my tech buddies and customers. They're like, well, we don'twant 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 lotof sales development, a lot of marketing assistants. So think of design coordination. You know all of the moving parts that have to happen. Even thispodcast. There's going to be a bazillion things that have to happen after ourour conversation right well, every single thing other than this conversation with you andI ethan should be done by by somebody. In my experience, that is ajust 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 ofsea level people, people who are in charge of hundreds of people, donot have assistance and I always find that crazy. I'm like, wait aminute, wait a minute, your how big is your company and you don'thave an assistant? Let's go man, so let's you know. So wedo a lot of personal assistants and administrative assistance and, you know, customersupport 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 wantto talk about how we help the customer service and support people, but alot 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 timeframeis and how long it's going to weigh. You know, like those are simplethings. 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 andsupport. Cool. I'm curious how you think about this, because they I'msure 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 theextra support. They made what maybe want to reduce Labor Cross or variety ofreasons they might engage in your covid situation. Hopefully don't need those people for verylong. It's just we have this acute need, let's solve it ina 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 orare they part of the supply chain or they partners? Like how do youthink about the virtual professionals themselves? Like, how do you view them in thecontext of Your Business? Well, in our business we call him partof the MOD family. I mean we're very family oriented company. We giveour virtual professionals healthcare, vacation, they have access to loan programs. Imean it's a job for them. So we on board them. I meanthere's some crazy stuff are people are primarily...

...in the Philippines and there's some crazythings 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 theydo and like we just know what they're up to and that's part of ouraccountability to our customers and our virtual professionals. We want to set them up forsuccess, which again we goes back to aligning expectations at the beginning ofthe conversation, and so we also are in a process where we match ourcustomers. So when somebody comes like Ethan says hey, I need x,well, we don't go out and get a B and c. We drilleddown on your expectations and then we find somebody that actually has experience in thatand has done it before. So we're a long term staffing company. Wedon't do project based stuff. That's a a great model for fiver or upwork. There's a lot of people who do project based stuff, but weliterally 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 loveabout it. You come in tomorrow and we will set you up ifyou're ready. Will help you make sure you are ready, but we'll setyou up and then next week you're interviewing in the week after there in youroffice, versus the normal staffing world where M in today's market, I'm hearingthree 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 thanproject based. What does that mean? Is this is someone going in fortwelve months, or they going in for thirty six months or they going infor eight months, like and I know it varies. Yeah, but likespeak to that a little bit. And then where I really want to gowith 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 abouton boarding. This is one of my personal curiosities. It's important foryou to on board, so feel free to speak to that, because you'reon boarding them into this my outdsk ecosystem where they might over the next fiveyears, 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 boardingthem 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 engagementthan a thirty six month engagement. So anyway, they're speak to that howeveryou wish. Yeah, I love it. It's a good question because that ina human world, which that's the world that we live in. Likewe're not selling software, WE'RE NOT SELLING A widget. So I like tosay 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 intoLabor, she finishes her day, gets...

...into a cab, goes to thehospital and doesn't make it like she has her fourth baby in the cab becauseshe was finishing for a client, right. And so what we do is wetalk to our customers. We verify that they have a system in aprocess, that they have a framework, and I want to talk a littlebit about frameworks because I think a lot of people in the customer service worldthey 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 youroffice, like we've all just experience with Covid, you have to then createmore systems and process you have to document what you do and when you dothat that raises the bar and everybody kind of in the on the team realizesWhoa, this is the new standard, this is a new minimum standard,which is great. So what we do with our clients is just make surethey have the right process and systems in place. They have technology supporting theroles. We literally are like, okay, so they're going to make calls foryou or they're going to accept calls for you. What are they supposedto say? And well, people don't know. We work with them tofigure that out and if they do know, that's the basic step. Then there'sthe next level, which is, you know, they have call reviewwhere they're actually scoring individual and providing feedback. Then they're doing some sort of corevalue for that group. Quarterly assessment where the employee is like getting feedbackso they know what the work is that they need to do. And sowe serve a variety of people. People brand new startups who are growing andthey just got, you know, seed money and they're they're growing to youknow, one of our customers as a multibillion dollar company, and so everybody'sin a different path and we, we're are our job is to support themand 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'sa nice value add to these organizations as well. I feel like you obviouslyhave plenty of e and you set it several times. Structure Process. Yes, so when the framework, talk about frameworks, what is what do youmean 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'mand I'm like, Hey, what do you say when you're talking to acustomer and guy gets off of and he's he says something and I asked anotherguy like what are you saying? And I realize I had a way ofsaying it and everybody else in the room set it differently. And I waslike, holy Moly, we need a framework, like they need to learnfrom me, who I own the company. At the time I had the mostsuccessful completed, you know, transactions and these, you know, andand their experience ranged like there was somebody who had more than me and somebodywas 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 Mamais a great one. Location, price,...

...motivation, appointment, mortgage and,you know, are you working with another agent? So if you're areal 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 needto thank for the fact that we're on this call today? We're building rapportwith our customers like hey, how did you hear about us? Who Dowe need to think right? So we're planting into their brain. And ifyou're listening in your customer you know you got ask this question because every singleperson asked this exact same question. Who Do we need to thank and whatwould 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 boardfor the customers support and experience kind of positions, we want to make surethere is a framework, there's proper training on it, there's a mechanism formeasurement, right. So they're you know, if you need to score the carcalls, 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 agreat example of a framework that we use. But our customers vary. We haveECOMMERCE, technology companies, insurance companies, real estate. So it's really coolto see all these different versions of frameworks, but it's for sure abig deal, especially in the customer experience world. Awesome. So this isobviously come a long way. You're placing a wider variety of talent, Iwould gets than you were five or ten years ago. You're placing it ata 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 hiringvirtual 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 rightnow. 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 listeningright now, they are smart, just as smart as you and Iright and they have experience, typically, especially for the customer service world.The Philippines is the number one voice country in the world now, more fortunefive hundred and more international, you know, the top one thousand. That's thecountry that all of their customer services kind of going out. One Company, Wells Fargo, held out like funny enough, Wells Fargo, the bankhad no customer experience people in the Philippines and then they purchased another bank thathad an entire center there ten years ago. So it's becoming the norm. Notonly do they you know, are they smart, but they have greatexperience. 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 tryingto 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 toours. Ninety four percent of the people...

...in the Philippines are Catholic or identifyCatholic, 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 cultureis different. So they're right and wrong. Is Different, not wrong, but just different right. And so those are just some of the thingswhat I can tell you. Many people are like they know they have aneed 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 consultationwith us and we'll tell you what's possible and not possible. I've a goodfriend WHO's a doctor, brilliant guy. Calls Me Up and says, DanielI need help, but I have no idea what I need help with.I'm like, okay, how many offices do you own? Again? He'slike fifteen. I'm like, Oh my goodness, you know. So it'snormal not to know what next steps are. We all hit our lid right andin that moment I've just encourage you guys to reach out and and wecould help you through what might be next. Cool talk about this. I feellike when people feel like they need more time back, where they needmore system or process, I think what a lot of people are doing islooking to automation and assuming that at some point, if they have good enoughdata, they can layer some machine learning or artificial intelligence on it. Doyou find you know, and I hate pitting it this way, I meanmy feeling is as a customer, in most cases I would most often preferto 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 herthree 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? Kindof 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 largemortgage company, one of the top it's a one of the top fivein the country. He woke up at four am too hundred kids of textmessages because they're crm and there was a booboo. I love saying Booboo,you know, because I got a little little kids. Right, but therewas a boo boo and the automation sent an automated text at four in themorning to his entire database across his entire country, or in try, acrossthe 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. Idon'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 haveflying 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 liveon Mars like that. Just none of that's going to happen, youknow. But what I do believe in is good old fashioned pick up thephone. 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 happensyou're like, okay, call right away. So we called four differentcompanies. One Company got back and it took forty eight hours. And so, you know, that's a small business, you know, mindset. But Ican tell you we have a bunch of, you know, airbnb andhotels 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. Nobodygot back to us. And it's a big company. I mean it's abig company, you know. So whether you're small or big, my preferencesgo to the conversation. That's where all the money is, that's where allthe relationship is, that's where you can set expectations and and really align outcomesfor 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'mlike Hey, what's up, you know, and so I've in our company we'vebuilt that in. Like we call you back, wildly enough, inthe real estate world, like back in the day, and I ramble,so watch out. One of our value propositions was we would just call youback. Try to mask differentiator. Yeah, like normal business. We will respondto your emails and call you back. We promise, like and and allof a sudden we were. We were very busy. So, yeah, I'm a big Fan of just picking up the phone and having conversations andI 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 Idon't have to. We have a huge team, like I want to soI 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 toknow why. I want to know why and how I can improve it.And, wildly enough, that's where all the gold is. Yeah, it'sfantastic. It reminds me of conversation I just had with another guest, JohnBella is there who, like you, is a multiple time company founder andhe said in the companies in now actually was describing a company built and ranfor ten years before selling it. He dedicated twenty percent of his time justto 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 thatquestion that I asked You, is that the answer is obviously somewhere both andwe need both. It's a matter of finding the balance and the thing thatwe miss when we over automate is, and you use this word earlier,is empathy, people feeling seen and heard and appreciated, people being able tovent, which was a something guy tossed out. But these are so muchgood 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 multiplechannels, but you know that live back and forth with tone and clarity isis very helpful and often overlook hey, if you're listening to this episode andyou've enjoyed it and you're listening now, so I obviously you have. I'vegot 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 ofthe Marketing Advisory Network, we talked about balancing automation, AI and human relationships. So a lot of this, where we ended up here is is whatwe spend a lot of time on. Back on episode fourteen with Samantha Stoneand then a little bit later, episode forty one, with Nelson Bruton,who is the president at interchanges. We called that setting up your life chatto dramatically accelerate sales, and the theme there is where you ended there wasthis this conversation, right, and so we can turn our chats into chatbots, but I feel like a there are spots where it needs to beturned over to a human and be you don't know how to set up theBOT until you do all the hard learning of being in real conversations with realpeople. That's how you decide what are the frequently asked questions, what answersdo tend to satisfy people the first time, etc. so that was an episodesfourteen 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 forme and everyone listening. The first is to think or mentioned someone who's hada positive impact on your life or your career, and the second is togive a not or a shout out to a company, your brand that youappreciate 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 wasnew 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 isI always had an opportunity to learn from somebody. My First Teacher, myfirst 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 frombreaking through that and typically it's somebody who's done it before, been there beforeand really has a hard, good skill set about solving that issue. Andso 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 secondquestion, what was it again? Company or a brand that did gives youa great experience? Yeah, it's good, it's interesting. I'm a big fanof AIRBNB, AIRBNB and Uber and these brands that deliver stuff to youand make it seamless and to a point. Although, I said, the conversationsare gold. I also really appreciate Smart Tech. That and we useit ourselves, right, so the smart tech that just gives me what Iwant 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 reallyinnovated that through and I love ordering Salads and having them delivered to I meanlike, yes, I'll pay four dollars to have that delivered to my officeand not have to go anywhere. Absolutely.

So those are my tutascy. Yeah, yeah, my family and I've been using AIRBNB A lot, andeven 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 whoare 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 connectwith you or learn more about my outdsk. Where some places you'd send people tofollow up on this? Yeah, if you're listening right now, Iwould just invite you to the website my outestcom and grab a consultation. Oneof the things we add a tremendous amount of value up front, so ourconsultations are free. We will go through your org chart, your systems andprocess, understand your frameworks and figure out if you actually could use our serviceand if not, we'll actually tell you. We're like, Hey, I don'tthink, I don't think we're a fit. You know, there's somebiotech companies out there that are very technical and there's some customers that they reallyneed high level technical expertise and we just aren't a fit for that. Wewill tell you if we're not a fit. We will tell you if you area fit. We will help develop your frameworks and your guides and everythingyou need to do to higher virtual professionals and if you come in, weactually 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 giveyou a copy of our book where it'll give you a written guide to howto do this the right way, because, believe it or not, you can. You can screw up virtual assistants really easy. Awesome. Two thingsthat just from a from a customer experience standpoint. Two things I absolutely lovedabout 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 earlierof I need help, I have no idea what I need, I justneed 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 fora long time, as this idea of setting up gates along the waiste thatyou do not allow your customers or your virtual professionals to fail. Like youcannot proceed to the next step until we come to some agreement understanding. Youcheck the box, you truly get it, or you're fully prepared or we've answeredthat question or whatever. Really, really good stuff. I appreciate yourtime in your insights. I wish you continued success, Daniel, and appreciateeveryone for listening to yeah, thanks for having me then, and this hasbeen fantastic. Clear Communication, human connection, higher conversion. These are just someof 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 officialbook 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 forlistening to the customer experience podcast. Remember, the single most important thingyou can do today is to create and deliver a better experience for your customers. Continue Learning the latest strategies and tactics...

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