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And I do spend about three to four months of the year back in Europe.

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So I kind of go between.

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I'm old around the world a bit.

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And I run a company in the Philippines.

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Europe.

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And mainly, well, my I mean, I'm Irish, so I spend a lot of time in Ireland.

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And then my husband is Hungarian.

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So we go to Budapest quite a lot.

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And then we also are big ski fans.

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So we spend quite a lot of time in the winter.

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We go to France

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around Chamonix, Mont Blanc, which is beautiful, beautiful, biggest mountain

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in Europe. We like to go there.

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So we sort of mix family time with sea time and winter time.

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For sure. Kids.

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We've got two kids, an eight year old and a five year old, who also love

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the mountains and love to be up the mountain.

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So, yeah.

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Oh, that's so cool.

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You try to live unconventionally.

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I've always been a fan of trying to build a life that is

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unapologetically unconventional in lots of ways.

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One of my clients wrote the book on world schooling.

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It's literally called world schooling.

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Her name is Ashley de Moque de Teo.

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Phenomenal, phenomenal individual.

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I don't talk about her enough on this.

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She's one of my favorite people on Earth.

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And yeah, it would be interesting to see y'all exchange viewpoints.

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She's a detail publishing dot com.

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She helps with authors write the manuscripts and publish the books and all that.

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She is phenomenal.

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I've never met somebody more well studied and more well rounded than Ashley is.

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So I hope you guys get a chance to catch up.

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I would love to.

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It's so all right.

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So you've got the opportunity to live in multiple parts.

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You help companies with virtual assistance and help people find and hire,

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orient, train those virtual assistants.

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You do a lot of pre-qualifying.

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I love what I saw on your website.

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So we'll be coming back to that as we talk

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about transforming how businesses operate before we dive in too deep.

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So, Barbara, you've got a depth of experience and a lot of a lot of areas of life

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for other visionary leaders out there.

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What are three resources that you recommend they lean into?

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Wow. OK, so my top three and this is unprepared.

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So the book that changed my business life, the book and the person,

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the human that changed my business life, and there's been many.

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But the one that always stands out for me

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is Vern Harnish's Scaling Up. It's a heavy read for those who are not

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into operational efficiency, but I am and strategy.

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And that was really the book that blew things open for me.

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And then I was very lucky to actually get to know Vern over the years.

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I've done his courses and built the company on scaling up methodology.

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So I actually had dinner.

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I had the chance to have dinner with Vern only a few weeks ago in the US.

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I was on a trip there.

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That's been a great journey.

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But his book was really a pivotal moment for me.

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I accidentally stumbled upon it and it blew a lot of things open for me business wise.

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The next one is the tool again.

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When Asana, Asana.com, you know, there's lots of them.

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Click up this Monday. There's all of those ones.

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But when Asana launched and I first found Asana,

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to say that it was a game changer in my life, my business, in my everything,

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and to this day, it's still to this day, has been an absolute game changer for me

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in how I run the business and in enabling me to build the unconventional

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life that I wanted to achieve. So that's a huge one.

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I love that tool.

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Yes, it's been phenomenal.

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I think like Asana and the iPhone were what kind of changed my life completely

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and enabled the way that I live.

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The third one I'll do a shout out to a podcast that I have followed religiously.

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Again, another game changer in how I run the operations and how I scale the business

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and things I learned was Cameron Harreld's

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podcast, the Second in Command podcast, where he interviews the best COOs in the

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world and not just the best CEO, COOs, but COOs from all sorts of companies.

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And you learn so much about scaling and

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operational efficiency and all the things that COOs do that typically

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entrepreneurs and visionaries and founders and that sort of thing,

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you know, tend not to be the best at.

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Now, I naturally more a CEO type, so I like it.

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But so those would be my top three.

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I've got a book, a tool and a podcast.

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Well, you've got that you've got that

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unnatural capacity, though, that most people don't.

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And that's you're a visionary on one side and you've embraced that.

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And on the other, you're an integrator.

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I am so EOS, right?

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I'll give Rocketfuel a bit of credit on that.

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I prefer the E-Myth and what Michael Gerber did with that.

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But both both are still really important

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and great tools that we we've utilized.

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And as the Rocketfuel, you know, as EOS pointed out,

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less than I think they said less than four percent of people in the world are

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integrators.

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So I can see that.

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Well, yeah, because I often think like this is easy, but oh, my God.

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I mean, even running big teams and large

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organ, I mean, we've 350 people now and I'm like, oh, wow, this is not natural.

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Most people

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know, we're kicking and screaming into the into the you know, I mean, I just I love

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that I love the EOS. I love that would be another tool.

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I would another methodology that we follow a lot.

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So you follow the rules to you hit three.

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All right. And now you're able to go beyond.

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Of course, we can talk about more later.

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But I love that the three that you highlighted

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are three that I've never heard on the show, like nobody's highlighted those three.

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And when I'll add one final resource and here's why everybody is listening.

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And this is so huge.

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You're going to hear everybody recommend rich dad, poor dad.

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You're going to hear everybody recommend,

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you know, think and grow rich.

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These books that are very easy and common to read.

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And I'm not doubt I'm not saying those are bad.

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They're great books. But what I now listen for is the amount of leaders that I

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surround myself with is I listen for the correlation between the types of leaders

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that I want to learn from, right, who's actually getting the results that I want

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and what do they recommend.

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So one day I heard Bill Gates recommend one of his top five favorite books.

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The Effective Executive.

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All right. A few weeks later, top five favorite books, Warren Buffett.

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He recommended the same book, The Effective Executive.

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A few weeks later, no joke,

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LeBron James comes out and says it's one of his favorite books.

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And I was like, what the heck, man, like, why have I never heard of this book before?

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And, you know, those are again years.

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It became one of my Bibles of business.

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I was like, if you got three people that are that prominent with success and doing

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things based on systems and frameworks, all saying the same thing,

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it doesn't matter what the rest of the world is saying.

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Oh, I mean, like that's that's where you go.

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So with what you've been able to do and what I've seen about how you do things,

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I've got to listen, I've got to read Scaling Up and I absolutely have to dive

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into Second in Command as a product. I never heard of it.

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How crazy is that?

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Yeah, Cameron Howells is a fantastic CEO.

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He was the CEO of 1-800-GOT-Junk

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and he was able to sort of scale that from six million to 100 million or

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something like that. But he's also a super nice human being

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and very giving with his

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his information and knows Vern too.

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So there are just different, different

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approaches to the same thing of scaling businesses, really.

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And somebody who has over 300 employees

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and still comes to a show like this with their hair done, like that's amazing.

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And two kids.

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All right, exactly.

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So I'm loving this.

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We'll be right back.

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I'm a professional.

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You know, I like to do.

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Look, I'm a natural high achiever.

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You know, you sort of.

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Yeah, you got to share.

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You got to balance by you.

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You got to balance by you similar to Ashley.

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And again, that's probably why she came to mind is like it was just an aura and a vibe.

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So we're going to be right back.

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We're going to dive in deeper into

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Barbara Turley's vision and we'll see you guys on the other side.

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All right. Welcome in to Vision Pros Live with Jackson Callum.

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I'm your show host.

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We'll be doing interviews for visionary

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entrepreneurs and guest leaders who are building fantastic visions out there.

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So let's get started.

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Hey, what's up, everybody?

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Welcome in to the episode of Vision Pros Live.

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I'm your show host, Jackson Callum, founder and CEO of First Class Business.

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I'm super excited now to have Barbara Turley on the stage with me.

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I didn't know what to expect.

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You know, I found this.

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I found her website.

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Of course, she provided that to us.

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Let me just let me just go check on that real quick.

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The virtual hub dot com.

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And I saw the

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so much promise, so much hope of an entity that may actually be doing virtual

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assistant relationships the right way that I was like, oh, man,

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this is going to be interesting.

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And I dove in deeper and deeper and deeper.

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And I just kept catching things that caught my attention for good.

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And that is not common in the virtual assistant space.

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My friends, you might think it's common,

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but I've been there and done that enough times to know that a lot of these

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companies are not going to be able to do that.

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And I've been there for a long time.

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I've had enough times to know that a lot of these companies aren't doing it

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the right way, and so I've got a new level of hope.

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I'm like, OK, I can't wait to explore this beyond the podcast.

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So we'll be talking to Barbara about what she's doing, how she's doing it,

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how she's going about prequalifying virtual assistants for individuals

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because the market doesn't know how to do this.

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Entrepreneurs, visionaries, you don't know how to do this.

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And you think you do.

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And I'm telling you, it's one of the scariest, most dangerous, most like it's

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not an easy thing to do.

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You've got to have somebody like her or like some of the other vendors that we

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work with for that type of a process.

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So be ready to learn a lot on that before we bring her back on stage.

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A couple of other resources and groups

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that we hope you pay attention to for your own benefit.

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Hard to Kill.org with Dave Morrow.

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Hard to Kill.org is helping one hundred

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thousand veterans lose two million pounds collectively.

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Dave's been a phenomenal leader to work with, and I've convinced him.

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No, I'm just kidding.

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His vision was to expand this beyond the military community as well.

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The community is now open to civilians as well.

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It's helped me get in shape.

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And I have successfully avoided doing that for about eight years.

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Every coach that I've worked with, every guru that I talked to,

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they weren't able to help me get into gear.

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Somehow they was able to help me do just that.

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He's got a great podcast, by the way.

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Definitely check out his podcast.

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And if you know of any military personnel who once they got in the military,

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they kind of feel forgotten because they are forgotten and they don't have

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the same routines before they might gain a little bit of weight.

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It's really sad how depression is taking over and a lot of their lives.

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And they can lean on Dave and his community and get back on track.

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So help them out, get them over there so they can look good,

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feel good and go and do good alongside Dave Morrow.

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And we've got Opradena de Trabajo para Latinos.

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That's opportunities for work for Latinos.

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That's our homegrown program to help Latinos learn about the world of virtual

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assistant, becoming digital ambassadors, as we call it.

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We do not believe in VA relationships.

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We call that virtual abuse.

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We want entrepreneurs to come in and actually care about the people that they

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work with. If you know of a Latino who would be a great guest for this show,

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then bring him our way because we've got our own podcast for this.

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Cynthia, who helps me with the production of this show,

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she's one of the co-hosts for that particular show.

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And we're looking to bridge the economic

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gap between North America, South America and rest of world.

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There's Cynthia right there.

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Hermosa, beautiful as always.

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And Luisa, who also helps host the show.

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We've had some really, really big hitters come on that show.

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I'm talking 900,000 subscribers such as

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Kike and Glace.

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And we hope that you go and support that cause as well.

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If you're in the process of looking for virtual assistance once again,

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the virtual hub dot com is absolutely worth considering.

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In addition to water teams building with opportunity.

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Nice. And there's the water project.

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The water project is not homegrown.

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It's not one of ours.

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It's just something that I fell in love with when I came to see what they did.

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I like transparency and transparency is kind of one of the keys, in my opinion,

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to creating a better universe, a better life for all of us here on this earth.

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When I found out that there's millions

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of people who don't have access to clean drinking water and internalize that,

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I was like, man, what would it be like for my kids to not have access to water?

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I've always had access to it.

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I saw it.

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They set this up like a Kickstarter project where you actually get to choose

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which community that you get back to and they show you how they go about building

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these sand dams or these borehole wells.

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And I just decided not to let it go.

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I wanted to learn more about it as much as I could as we get back.

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My hope is that you will talk about this over dinner with your friends and family

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or maybe share this link with somebody that it makes sense to share with.

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These kids celebrate water like my kids

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celebrate Christmas Day and we have the ability to make that type of impact just

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by giving back. Now, if you know of another cause

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that you'd love to see us talk about or love to see us perhaps

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promote on the show or maybe even give back to myself, please drop that link

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in the comments because we got eight billion people out there to help in this world.

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And the best way to do that is working together.

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So without further ado, it's not time to help all of you.

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Barbara Turley, welcome to Vision Pros Live.

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Thank you so much for having me, Jackson.

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It's very exciting.

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I love, love, love, love watching those,

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those causes and things that you're supporting.

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Amazing.

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Absolutely. And I appreciate you being here.

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I'm going to dive right in to the virtual hub.

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I've made some assumptions.

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I usually ask who your audience is, but I think your audience may be people

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like myself who are looking to scale smarter, right, and find the right types

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of team members. Some of the things that drew my attention

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was your focus on NPS, Net Promoter Score.

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I don't think very many entrepreneurs even know what that is,

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even though it's one of the gold standards of growth.

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And you're really big on exposing how you go about

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hiring people and filtering through who it is you guys are hiring from the

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application process, revealing all the way through to them going through

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a graduation and then actually finally getting the opportunity to work with clients.

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I'm blown away.

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I'm super impressed.

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It just brain dump on me if you want to.

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What's the deal?

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How did you get to the steps?

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Well, I was listening to you talking about the virtual assistant industry

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and the outsourcing and how difficult it is.

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And I am here to tell you it is extraordinarily difficult to get this right.

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And the reason we have so many issues in the industry,

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you know, I'm sure that every human that goes into this business is going into it

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trying to do the right thing, but it is extraordinarily difficult to get it right.

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You know, you're dealing with a lot of different people.

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You're dealing with cultures.

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You're dealing with attitude and all sorts of things.

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And the interesting thing for me was how I ended up.

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I accidentally stumbled into the industry.

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I didn't actually plan this.

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Yeah, like I have zero background in recruiting, HR training, any of that stuff.

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I was in the financial markets.

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So I was like in the cutthroat end of things in the trading floors for a long time.

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I had very much a corporate career my entire life.

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And it was only really when I wanted to have children that I thought,

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I'm not sure I want to do this corporate thing anymore.

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And I look, I left corporate and I had done some very cool things in my corporate career.

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And I left that and I started doing some business coaching.

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And like we were talking, I think we were talking either off air or just earlier

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about the integrator thing and how few people in this world are integrators.

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And I accidentally discovered that I was very good at that.

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And all these businesses I was trying to help.

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I was like, if you guys don't hire staff or you don't try to get some systems

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and processes and delegation going on here, you're going to plateau and you're never going anywhere.

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And some of these businesses were small and had been stuck at the same level for like 10 years.

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And really, in order to break out of that.

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They're surviving the 10 year, the 4% that survive.

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It's so frustrating.

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They get really stuck and they can't figure out how to get to that next level.

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And often it's because they figured out what to sell.

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It's selling, even if they're just like a solopreneur or a naturopath or any of these things.

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But they don't know how to scale it.

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They don't know how to scale it up.

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So I started helping with that.

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And of course, the natural problem was,

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but how do you do that cost effectively, because a lot of the businesses wouldn't

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have had the resourcing to hire locally, so they go, well, I can't hire people, so I'll just do it.

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I'm like, well, actually, if you go around the world,

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you can find great people that will help you and you can get your delegation muscle

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strengthened. So I was doing that.

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Let me pause you because we're made in America.

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You know, I come from the Texan, hardcore American side of things and we hire a lot.

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It's OK to be from America and it's OK to exist in the world, too.

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You know, like hire the best of the best, regardless of nationality.

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I'm just going to say it. Go ahead.

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Or look at it this way.

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If you are a patriotic American or a Brit or an Australian or a Canadian,

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it doesn't matter, right?

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You can be patriotic and you can be fully in support of your country.

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But if you're running a business and that business is not thriving and growing

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and scaling, you're doing a disservice to your country, right?

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Because we are here as business owners to drive humanity forward.

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That is why we do this.

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We all want impact. We all have a vision.

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This is why we're on vision pros.

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Nobody wakes up in the morning and decides I'm going to launch my own business

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because I really want to work seven days a week, 15 hours a day and drive myself

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into the ground with stress, right? Everyone has a vision.

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So what I'm saying is that sometimes the best way to ensure that the business

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thrives and goes on to support your local community, your local country with taxes

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and hiring the more businesses that grow, you will hire locally.

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But sometimes you need to get the support layer cost effectively done such that you

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can build a foundation to grow from.

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And the way to do that is to uplift the rest of the world and to go.

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It's OK to hire somebody not from America with a view to saying this.

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I need my company to grow because I am

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patriotic and I want American companies to grow or I want Australian companies

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to thrive. So I would just reframe that for people to say that is how you want to

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think about it and you're not selling out on yourself or your friends.

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Because it's an opportunity to move from a scarcity mindset to an abundant mindset.

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Right. It is it is utilizing the full

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possibility of resources at your disposal to move forward.

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So for the betterment of everyone, the whole world, actually, as well.

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Yeah, including your own company.

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So I started doing that.

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And then long story short, I found myself literally woke up one morning going,

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I am managing 10 people in the Philippines on behalf of clients

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because they didn't really want to do it themselves.

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So I was helping and I was like, I think I mean, I think I'm in a new business here.

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I think this is actually a business.

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And I pivoted very quickly.

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And that was nine years ago now.

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So I've had kids in that time as well.

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So I've been very much a kind of a book, my own talk.

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Amazing.

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We we have literally been working on moving

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in the same mountain from the opposite sides of the mountain.

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And like, now I see you.

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And it's so cool because I do not have corporate experience at all.

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I've worked from home since 2010, since I very first got into the like

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since I got married, never worked in corporate, worked from home, got four

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children, and I saw this gap in opportunity at super small companies,

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hired my first virtual assistant for like three dollars and thirty three cents an

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hour for one hour per week, and I was terrified.

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I almost went and asked my founding co-partner for permission to do it.

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I was that scared.

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And that funny. I was like, oh, my gosh.

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And now these people wouldn't quite see

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that I recognize that because of what I do, but I was terrified.

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And what if I gave this guy access to my LinkedIn?

401
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And what if he takes that from me like and I realize, wait, Jackson, not Bill Gates.

402
00:19:55,440 --> 00:19:57,400
Your LinkedIn is really not that valuable.

403
00:19:57,600 --> 00:19:59,400
And I was like, oh, he cares.

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I guess I could. Nobody would care.

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I did, you know, but I had to learn to let go of like so much garbage and so much

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00:20:06,920 --> 00:20:10,600
controlling like nature, and I was a pretty bad leader, too.

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I had to unlearn a lot of habits.

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And again, I can see that your company is doing certain things in relation to

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00:20:18,960 --> 00:20:23,200
the virtual assistant path that is so healthy and above and beyond what we're

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doing on our side, where I'm like, oh, cool.

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I can't wait to learn more about this.

412
00:20:28,280 --> 00:20:32,160
So if you don't mind, let's talk about Net Promoter Score a little bit.

413
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What is NPS to you and how to use it?

414
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What stage does a company need to start

415
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adopting that or will they benefit from adopting that if they've been ignoring it?

416
00:20:45,040 --> 00:20:46,480
I might be guilty. Yeah.

417
00:20:46,680 --> 00:20:48,280
So let's let's unpack.

418
00:20:48,480 --> 00:20:52,120
OK, so NPS Net Promoter Score.

419
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Now, interestingly, I actually saw like

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the founder of the NPS score speaking at a conference about a month ago.

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And he kind of blew blew blew my strategy out the window.

422
00:21:00,760 --> 00:21:05,080
But I'll circle back to that and sort of lay down some points around using it,

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that maybe we haven't even like nobody's nailing.

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00:21:08,080 --> 00:21:12,920
But the whole point is, like, if you ask your clients or customers and you can

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also do it with your employees, you can have an E NPS, which is your employee

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network, which we have as well, and you ask them on a scale of one to ten,

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would you recommend us to your like, would you recommend what we're doing as a brand

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or as a business to others?

429
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And if they give you a nine and a ten, I mean, you're like outstanding.

430
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They're like 100 percent. I would.

431
00:21:34,240 --> 00:21:35,840
If they give you an eight is still pretty good.

432
00:21:35,840 --> 00:21:37,320
Right. It's still like they're saying.

433
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And it scales down.

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00:21:38,800 --> 00:21:41,880
So like seven, seven and eight is still going really well.

435
00:21:41,880 --> 00:21:43,720
You know, obviously it scales down from there.

436
00:21:43,920 --> 00:21:45,640
And there's metrics around it.

437
00:21:45,840 --> 00:21:47,280
But if you're going to use it, I mean,

438
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if you've only got 10 clients, you can still probably use it, actually.

439
00:21:50,720 --> 00:21:52,200
I mean, I'm just thinking about that.

440
00:21:52,400 --> 00:21:56,480
You can use it how many with as many clients as you want, I guess,

441
00:21:56,480 --> 00:21:57,920
or employees, really.

442
00:21:58,120 --> 00:22:00,040
But what you're looking for is feedback.

443
00:22:00,240 --> 00:22:04,000
You're trying to encourage people to

444
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have a quick method of saying, where would you rate us actually?

445
00:22:07,720 --> 00:22:10,360
And then you can go deeper if it's the score is really bad.

446
00:22:10,360 --> 00:22:12,120
Right. And you're like, OK, tell me more.

447
00:22:12,320 --> 00:22:13,520
Right.

448
00:22:14,400 --> 00:22:17,920
However, the first time you do it,

449
00:22:18,520 --> 00:22:21,160
you know, everybody wants I mean, we all want to be liked.

450
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Right. We're all human.

451
00:22:22,720 --> 00:22:25,080
Even if you're running a big business, you want your baby.

452
00:22:25,080 --> 00:22:26,160
You want people to like it.

453
00:22:26,160 --> 00:22:30,560
It can be very destabilizing if the score comes back and you're not happy with it.

454
00:22:30,760 --> 00:22:33,960
Because then you're so much more diplomatic and nurturing than I am.

455
00:22:33,960 --> 00:22:35,840
I'm a pretty big nurturer, but I'm also very direct.

456
00:22:35,840 --> 00:22:38,400
So I'm loving this. Thank you for being nurturing.

457
00:22:38,600 --> 00:22:41,160
Yes, I'm being nurturing because I'm like, it is quite painful.

458
00:22:41,360 --> 00:22:45,200
So the first time we did it with our clients, it was good actually with our

459
00:22:45,200 --> 00:22:47,120
clients, but with our employees, it was not good.

460
00:22:47,320 --> 00:22:51,080
And we were like, oh, that is so painful.

461
00:22:51,280 --> 00:22:52,960
But we went to work on it and we started

462
00:22:52,960 --> 00:22:56,880
doing surveys and asking people and inviting feedback.

463
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And over the years, we've gotten it right up there.

464
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We're now world class.

465
00:23:00,000 --> 00:23:01,840
You know, we've got a couple of things to do still.

466
00:23:02,040 --> 00:23:03,280
But it takes years.

467
00:23:03,480 --> 00:23:06,360
It takes like two, three years to do this.

468
00:23:06,560 --> 00:23:10,400
Well, we we've started that from scratch on our side, honestly.

469
00:23:10,600 --> 00:23:13,760
And that wasn't because first class business, like we knew exactly what to do

470
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because we knew out the gate, I had failed so many times before with other companies.

471
00:23:19,000 --> 00:23:20,040
Right. Haven't we?

472
00:23:20,040 --> 00:23:23,320
We haven't. Absolutely. So the vision wasn't that clear.

473
00:23:23,320 --> 00:23:25,040
The culture wasn't that well defined.

474
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Our leadership was lackluster.

475
00:23:26,960 --> 00:23:32,200
And so fortunately, by the time we launched first class business out the gate,

476
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we were really, really heavily focused on making sure that we were aligned with our

477
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core values and we were bringing people in aligned with those core values.

478
00:23:39,680 --> 00:23:42,600
Much like I call what you've done with your filtration process.

479
00:23:42,600 --> 00:23:47,240
I call that the combine, which is what the NFL and the NBA and the MLB have in order

480
00:23:47,240 --> 00:23:50,040
to qualify who's going to come into the league.

481
00:23:50,240 --> 00:23:52,120
But I say that because all of you who are

482
00:23:52,120 --> 00:23:54,760
listening, who are just getting started, please don't take this for granted.

483
00:23:54,800 --> 00:23:56,120
Like, this is your opportunity.

484
00:23:56,320 --> 00:23:59,320
Have we been given this information, Barbara and I on day one?

485
00:23:59,520 --> 00:24:01,400
Like, can you imagine that, Barbara?

486
00:24:01,600 --> 00:24:05,320
Oh, I mean, I've learned I've got so many scars like from learning all of this.

487
00:24:05,320 --> 00:24:07,200
You know, people say, oh, wow, look what you've built.

488
00:24:07,200 --> 00:24:08,920
I'm like, yeah, but come on, it wasn't overnight.

489
00:24:09,120 --> 00:24:10,920
I mean, I had to learn how to lead.

490
00:24:10,920 --> 00:24:12,400
I never led a team before.

491
00:24:12,400 --> 00:24:14,200
And now I'm leading massive teams, you know,

492
00:24:14,200 --> 00:24:18,000
organization of structure, dealing with people and culture, you know.

493
00:24:18,000 --> 00:24:20,120
And then the bigger you get, the more problems you have.

494
00:24:20,120 --> 00:24:20,960
Like, that's right.

495
00:24:21,160 --> 00:24:23,400
You know, people even you know, we've even had deaths.

496
00:24:23,600 --> 00:24:26,840
I was about to say I was about to ask and not be morbid.

497
00:24:27,040 --> 00:24:31,160
Yes. How many deaths is the most amount of deaths you've had in a week?

498
00:24:31,360 --> 00:24:33,160
Oh, God, I don't know the answer to that question.

499
00:24:33,160 --> 00:24:34,040
We haven't had that many.

500
00:24:34,040 --> 00:24:35,880
I think if you're up at like if you have

501
00:24:35,880 --> 00:24:38,960
like 5000 staff, you're going to have there's going to be that.

502
00:24:39,160 --> 00:24:40,200
That's what I think.

503
00:24:40,400 --> 00:24:42,200
That's one of those things that like,

504
00:24:42,200 --> 00:24:45,480
again, if you're scaling as a company or you want to scale a company,

505
00:24:45,680 --> 00:24:49,720
those are things that it's it's important to prepare for.

506
00:24:49,720 --> 00:24:52,160
You know, emotionally as a leader, how do you deal with that?

507
00:24:52,360 --> 00:24:54,320
Because and then you've got not only that

508
00:24:54,320 --> 00:24:58,200
within the company and the people themselves, but they got family members, too.

509
00:24:58,400 --> 00:25:03,320
And so it's kind of a constant reality that there's it's not like.

510
00:25:03,520 --> 00:25:05,400
But so for some reason, because of math,

511
00:25:05,400 --> 00:25:08,360
people think point A and point B, the fastest route is a linear line.

512
00:25:08,360 --> 00:25:10,960
I know that's true, but that's not how life works.

513
00:25:10,960 --> 00:25:12,240
Go ahead, continue, please.

514
00:25:12,440 --> 00:25:16,240
Yeah. And I mean, you know, just thinking about that people and culture element.

515
00:25:16,440 --> 00:25:21,960
I mean, you know, I've had deep moments of feeling like my the only way I can

516
00:25:22,160 --> 00:25:27,200
describe it is my empathy bucket is empty because you have so many people

517
00:25:27,400 --> 00:25:30,560
and everybody is especially with post covid.

518
00:25:30,560 --> 00:25:33,040
We've got like cost of living crisis everywhere.

519
00:25:33,040 --> 00:25:35,200
There's a lot of challenges in people's lives.

520
00:25:35,200 --> 00:25:37,600
You know, there's relationships breaking down.

521
00:25:37,600 --> 00:25:40,080
There's you know, there's births, there's deaths.

522
00:25:40,080 --> 00:25:41,280
There's all sorts of things.

523
00:25:41,480 --> 00:25:45,440
And what I have found as a leader, this is a leadership thing that I'm currently

524
00:25:45,640 --> 00:25:50,280
working on for myself, if I could say, I've gotten to the point where I need to find

525
00:25:50,480 --> 00:25:57,840
a way to protect my to be empathetic while also protecting my own self

526
00:25:58,040 --> 00:26:02,080
and my family from it bleeding into my life, right?

527
00:26:02,280 --> 00:26:05,280
Which is because it can start to bleed in and then all of a sudden it's actually

528
00:26:05,480 --> 00:26:09,280
impacting your life. So that's just a little you can get

529
00:26:09,280 --> 00:26:10,760
out of small things.

530
00:26:10,960 --> 00:26:16,160
But with large teams, I have found it really bleeding into my energy field.

531
00:26:16,360 --> 00:26:19,880
And I'm my twenty twenty five goal for myself is to work out how do I not lose

532
00:26:20,080 --> 00:26:23,280
my empathy, but also not lose myself. Right.

533
00:26:23,320 --> 00:26:24,360
That's a that's a big one.

534
00:26:24,360 --> 00:26:25,600
I appreciate you talking about it.

535
00:26:25,800 --> 00:26:28,160
Something that I'm also working on heavily, too.

536
00:26:28,360 --> 00:26:32,120
And as so I'm a single father for twice divorced.

537
00:26:32,320 --> 00:26:36,640
So there's definitely there's a handful of challenges there if we want to keep it

538
00:26:36,640 --> 00:26:41,320
up to five. Right. But the the that same exact reality.

539
00:26:41,520 --> 00:26:45,200
Some of the some all of us as entrepreneurs have to balance the same reality,

540
00:26:45,200 --> 00:26:49,320
whether you have three people in your company, one visionary, same thing.

541
00:26:49,520 --> 00:26:56,240
But in some regards, I think our children also benefit from seeing the struggles

542
00:26:56,240 --> 00:27:00,240
and the adversities that we go through when we include them in healthy fashion

543
00:27:00,240 --> 00:27:02,840
on that process. I'm not going to breach going into Dr.

544
00:27:03,040 --> 00:27:06,280
Jackson mode. I'm not a doctor, but I do know that I

545
00:27:06,280 --> 00:27:09,240
don't want my kids to feel like every day is Disneyland.

546
00:27:09,440 --> 00:27:10,600
You know, like that.

547
00:27:10,800 --> 00:27:12,960
Now, actually, go ahead.

548
00:27:13,160 --> 00:27:17,280
Do you know that I feel like today, if I if I ever needed to hear that message,

549
00:27:17,480 --> 00:27:21,040
today was the day because I was having a moment like earlier today where I thought,

550
00:27:21,240 --> 00:27:25,320
like, is this is this really a good like the other working from home things,

551
00:27:25,320 --> 00:27:28,600
especially as women, we go, isn't it great that your kids see you doing this

552
00:27:28,800 --> 00:27:33,760
and working and I've often thought to myself, yeah, there are days where I think

553
00:27:33,760 --> 00:27:37,920
I wish my kids didn't see that day where the stress is high or whatever.

554
00:27:37,920 --> 00:27:41,360
And we've all done that. So, yeah, that's yeah.

555
00:27:41,560 --> 00:27:46,520
And I'm not weird like I'm the Mark Twain type person who's when everybody's going

556
00:27:46,720 --> 00:27:49,560
one way like my natural instinct is to go the other way.

557
00:27:49,760 --> 00:27:51,040
I'm going to start to explore why.

558
00:27:51,240 --> 00:27:57,480
And so I was talking to, oh, gosh, Grant, Grant Cochran, Graham Cochran

559
00:27:57,680 --> 00:28:02,240
a while back now, he's a he's a stay at home dad slash entrepreneur, too.

560
00:28:02,240 --> 00:28:03,960
And I'm looking forward to the day.

561
00:28:03,960 --> 00:28:05,920
I want you on this panel if you're willing to do it with us.

562
00:28:06,120 --> 00:28:10,960
I want to do a panel on what it's really like to work from home.

563
00:28:11,160 --> 00:28:16,720
All right. And really talk vulnerably about what those matters are, because, yes,

564
00:28:16,720 --> 00:28:19,080
I do believe firmly the pros far away the cons.

565
00:28:19,280 --> 00:28:23,640
I love working from home and there's still challenges.

566
00:28:23,840 --> 00:28:29,080
And long before Covid there I was like with my at home work opportunity.

567
00:28:29,080 --> 00:28:33,960
But trying to figure out, OK, what boundaries need to exist for my spouse

568
00:28:34,160 --> 00:28:37,760
and I and for my children and I how do I help my six month old understand that I'm

569
00:28:37,760 --> 00:28:39,960
not ignoring them when I'm in this room working.

570
00:28:40,160 --> 00:28:43,960
Right. There's all sorts of things that now with Covid people have a better idea.

571
00:28:44,160 --> 00:28:49,080
But I still think we sugar coat that experience too much or only talk about

572
00:28:49,280 --> 00:28:53,640
the positives rather than helping people realize like, oh, there's there's challenges

573
00:28:53,840 --> 00:28:56,960
that exist. And by the way, here are the resources I use.

574
00:28:57,160 --> 00:28:58,800
What are the resources you use?

575
00:28:58,800 --> 00:29:01,960
Because, you know, with working from home, because I'm like you,

576
00:29:02,160 --> 00:29:05,960
I started working from home in 2014, so I left corporate in 2014.

577
00:29:06,160 --> 00:29:09,040
So I've been doing this a long time, like way before Covid.

578
00:29:09,040 --> 00:29:11,920
I was doing this online thing and this Covid came.

579
00:29:12,120 --> 00:29:14,960
I was like, this is just what we were doing.

580
00:29:15,160 --> 00:29:16,920
Everybody's joining us now. Cool.

581
00:29:17,120 --> 00:29:19,320
I was like, we're not new. You guys know anyway.

582
00:29:19,520 --> 00:29:23,840
But I do think I have developed strategies over the years for

583
00:29:24,040 --> 00:29:26,400
creating my own trade offs is how I would put it.

584
00:29:26,400 --> 00:29:28,240
Actually, a friend of mine put it that way to me yesterday.

585
00:29:28,240 --> 00:29:29,720
I was trying to explain this to her.

586
00:29:29,920 --> 00:29:33,560
And, you know, for me, I discovered that I'm not good with late nights,

587
00:29:33,760 --> 00:29:35,040
but I'm good with early morning.

588
00:29:35,240 --> 00:29:37,160
So people will say to me, are you serious?

589
00:29:37,160 --> 00:29:38,560
You'll do meetings at five a.m.

590
00:29:38,560 --> 00:29:42,640
I'm like, yes, because I like to take my children to school and that's my trade off.

591
00:29:42,840 --> 00:29:46,040
And I can speak to people in the US from Australia at five a.m.

592
00:29:46,240 --> 00:29:49,240
I will get up. I've been on podcasts at five a.m.

593
00:29:49,440 --> 00:29:51,880
And people said to me, oh, my God, I don't know how you work like that.

594
00:29:52,080 --> 00:29:53,600
Like, yeah, but I have the rest of the day off.

595
00:29:53,800 --> 00:29:55,000
Like I get to.

596
00:29:55,200 --> 00:29:56,520
So it's about.

597
00:29:56,520 --> 00:30:03,640
Everyone at home is there are challenges, but you get to design your flow better

598
00:30:03,840 --> 00:30:07,040
in not in every job, but in my particular job, I can do that.

599
00:30:07,040 --> 00:30:07,920
And that works for me.

600
00:30:07,920 --> 00:30:10,000
And you've got to find your boundaries and your trade offs.

601
00:30:10,200 --> 00:30:12,360
Huge, super, super well said.

602
00:30:12,560 --> 00:30:16,120
OK, so I'm going to have a new question I haven't opened to in a long time.

603
00:30:16,320 --> 00:30:20,840
What's the worst leadership experience that you've ever had?

604
00:30:21,640 --> 00:30:23,360
Yes.

605
00:30:23,360 --> 00:30:27,760
So I I had never led teams before before this job.

606
00:30:27,960 --> 00:30:30,960
So I was kind of thrown into leadership by accident.

607
00:30:31,160 --> 00:30:37,040
And I guess I discovered that I have natural leadership ability in certain areas.

608
00:30:37,240 --> 00:30:39,680
Right. But I am quite weak in other areas.

609
00:30:39,880 --> 00:30:42,560
And there are areas that, of course, like anything in life,

610
00:30:42,760 --> 00:30:44,640
the areas I'm weak in keep coming up.

611
00:30:44,840 --> 00:30:47,520
I keep bumping up against that in my leadership experience.

612
00:30:47,520 --> 00:30:55,560
So my worst leadership experience from myself is my inability to let go of people

613
00:30:55,760 --> 00:31:00,240
who are not doing the right thing or who are clearly.

614
00:31:00,440 --> 00:31:06,360
Slip siding around, I just have a habit of seeing the best in everyone,

615
00:31:06,560 --> 00:31:09,080
and I've been run over by that a couple of times and the worst.

616
00:31:09,280 --> 00:31:13,040
So and then me as a leader, when that happens and it happens

617
00:31:13,040 --> 00:31:16,880
multiple times over and anyone listening who's led to it knows what I'm talking

618
00:31:16,880 --> 00:31:19,480
about, you get run over by some people.

619
00:31:19,680 --> 00:31:23,760
And when it happens over and over and over again and like the empathy bucket is low,

620
00:31:23,960 --> 00:31:28,960
my the way I have handled certain of those situations in the end, I'm not proud of.

621
00:31:29,160 --> 00:31:31,840
I'm like, oh, you know, I probably shouldn't have lost that person or I

622
00:31:32,040 --> 00:31:36,680
probably shouldn't have just, you know, like I wish I had been had the ability to

623
00:31:36,880 --> 00:31:41,760
be to be way more, you know, the leader that I'd like to be.

624
00:31:41,960 --> 00:31:43,280
But but I'm also human.

625
00:31:43,480 --> 00:31:45,600
And I've learned over the years to go.

626
00:31:45,600 --> 00:31:50,200
That's something I can work on and to recognize in myself that there are areas

627
00:31:50,400 --> 00:31:53,040
of improvement that I could love that.

628
00:31:53,240 --> 00:31:55,640
Hope that I'm a very personal one for me.

629
00:31:55,840 --> 00:31:56,880
Thank you for that.

630
00:31:57,080 --> 00:31:58,920
That's what I appreciate.

631
00:31:59,120 --> 00:32:02,680
Gary Vaynerchuk, another great leader, said almost the same thing.

632
00:32:02,880 --> 00:32:07,680
He's not allowed in his HR department because he sees the potential in everybody.

633
00:32:07,680 --> 00:32:11,520
So he'll hire everybody based on their potential, but he'll ignore the realities

634
00:32:11,720 --> 00:32:13,840
of what you know, what actually transpires.

635
00:32:13,840 --> 00:32:16,800
He said that because that that makes me feel so good because this is me.

636
00:32:16,800 --> 00:32:18,440
I actually am not allowed to hire anyone.

637
00:32:18,440 --> 00:32:20,080
Right. I am so bad at hiring.

638
00:32:20,080 --> 00:32:22,800
And it's weird because I'm in this this thing that I built.

639
00:32:22,920 --> 00:32:24,440
I was good at building the machine.

640
00:32:24,640 --> 00:32:28,760
So I was very good at building the machine that the recruiting team will use.

641
00:32:28,760 --> 00:32:31,280
But I am not allowed because I see the best in everyone.

642
00:32:31,280 --> 00:32:32,400
I want to give everyone that.

643
00:32:32,600 --> 00:32:34,560
It was one of the very few videos I've watched by him.

644
00:32:34,560 --> 00:32:36,760
But I heard that and I was like, that's so me.

645
00:32:36,800 --> 00:32:38,000
I got to fix that. All right.

646
00:32:38,000 --> 00:32:39,680
So I started to change immediately.

647
00:32:39,880 --> 00:32:41,080
I'm like how I just molded.

648
00:32:41,080 --> 00:32:46,040
But one of the things that helps us with the firing process as well.

649
00:32:46,240 --> 00:32:48,440
And I don't mean to call it that, but it is what it is.

650
00:32:48,640 --> 00:32:50,560
I'm going to drop a comment here.

651
00:32:50,760 --> 00:32:52,920
In this comment, I just gave everybody

652
00:32:52,920 --> 00:32:55,960
access to our template for our performance improvement plan.

653
00:32:56,160 --> 00:33:01,080
And if anybody has a desire for to tweak that or to provide some feedback on that,

654
00:33:01,080 --> 00:33:02,160
by all means, feel free to.

655
00:33:02,360 --> 00:33:06,520
But this thing has helped me so much with

656
00:33:06,520 --> 00:33:12,600
helping people gravitate towards or away from our culture while also giving them

657
00:33:12,800 --> 00:33:14,960
a chance to kind of play baseball with us.

658
00:33:15,160 --> 00:33:20,520
And what I mean by that is if they hit a base hit on step one of that, it's over.

659
00:33:20,520 --> 00:33:21,480
Signed off. Done.

660
00:33:21,480 --> 00:33:23,000
You're out of the performance improvement plan.

661
00:33:23,200 --> 00:33:25,880
And the only people who go into it, of course, there's some type of attitude

662
00:33:26,080 --> 00:33:29,560
challenge or or bigger problem, not not something mechanical.

663
00:33:29,760 --> 00:33:32,600
And having that track record, though,

664
00:33:32,600 --> 00:33:36,120
the performance improvement plan usually inspires the super wrong people to just

665
00:33:36,120 --> 00:33:41,440
quit flat out or it inspires that or it shows us that we've given them every

666
00:33:41,640 --> 00:33:45,360
chance that we can and it's time to move towards a healthy exit strategy.

667
00:33:45,560 --> 00:33:47,240
But I didn't start that way.

668
00:33:47,240 --> 00:33:49,040
I started with like just firing people.

669
00:33:49,080 --> 00:33:51,160
All right. I started with just like, all right, this is going to work.

670
00:33:51,160 --> 00:33:52,040
I know how to deal with it.

671
00:33:52,240 --> 00:33:56,800
Or like you said, allowing people to take advantage of our company situation,

672
00:33:57,000 --> 00:34:00,800
which hurts everybody far more and not just the one person.

673
00:34:01,000 --> 00:34:02,480
So I really love that.

674
00:34:02,480 --> 00:34:03,520
Actually, that's the point.

675
00:34:03,520 --> 00:34:05,920
Yeah. I mean, I've kind of had a discussion with our.

676
00:34:05,920 --> 00:34:07,960
We've an amazing leadership team in the Philippines.

677
00:34:07,960 --> 00:34:09,760
And, you know, I'm very close with all of them.

678
00:34:09,760 --> 00:34:12,840
And we were talking about this few weeks ago, actually going, you know,

679
00:34:13,040 --> 00:34:18,400
it is my job as the leader of this company and the person who is guiding this ship

680
00:34:18,600 --> 00:34:23,040
to make sure that the ship is healthy and that the ship is not going to sink

681
00:34:23,240 --> 00:34:28,120
because it feeds all the people and I cannot allow, you know, one person's

682
00:34:28,320 --> 00:34:32,440
situation while it while it is, you know, we can be people for this.

683
00:34:32,440 --> 00:34:33,840
Gets to this people first thing.

684
00:34:33,840 --> 00:34:38,600
We can be people first in support, but not at the expense of the entire

685
00:34:38,800 --> 00:34:40,960
organization that needs to be protected.

686
00:34:41,160 --> 00:34:42,080
One bad apple.

687
00:34:42,280 --> 00:34:43,360
Often removed.

688
00:34:43,560 --> 00:34:46,040
And I was that one bad apple lifetime fitness.

689
00:34:46,040 --> 00:34:48,160
The CEO of Lifetime Fitness fired me himself.

690
00:34:48,360 --> 00:34:50,560
All right. So another story for another day.

691
00:34:50,560 --> 00:34:52,080
We'll do that where it's at.

692
00:34:52,280 --> 00:34:57,040
But I salute the man and I know he made the decision that these days I absolutely

693
00:34:57,240 --> 00:34:59,920
would have made myself so there's the worst side.

694
00:34:59,920 --> 00:35:00,600
Then there's the best.

695
00:35:00,600 --> 00:35:04,240
What's the best leadership experience you've ever had?

696
00:35:04,440 --> 00:35:09,520
I OK, so for myself, what I'm most proud of, what I sort of did

697
00:35:09,720 --> 00:35:14,640
without much experience, really, I the best leadership experience I've had

698
00:35:14,840 --> 00:35:18,320
personally is that I was told when I entered the Philippines, like a few years

699
00:35:18,520 --> 00:35:20,840
after, I was like, what is it with this attrition rate?

700
00:35:21,040 --> 00:35:27,360
Like, you know, like these companies have like 40, 50, 60 percent churn in people.

701
00:35:27,560 --> 00:35:28,160
Yeah.

702
00:35:28,160 --> 00:35:32,440
And I was told by the story of more or less.

703
00:35:32,640 --> 00:35:37,040
I mean, it's just a revolving door of people in and out, in and out, toxic

704
00:35:37,040 --> 00:35:38,360
cultures, all this kind of thing.

705
00:35:38,560 --> 00:35:42,960
And my leadership team, who I love and are so with us, and if they're listening,

706
00:35:42,960 --> 00:35:45,840
high five to you guys, they were like, listen, it's just a thing here.

707
00:35:46,040 --> 00:35:49,440
I mean, you know, it's always like 30, 40, 50 percent.

708
00:35:49,640 --> 00:35:51,080
I was like, I'm not accepting it.

709
00:35:51,280 --> 00:35:52,120
I want it down.

710
00:35:52,320 --> 00:35:53,200
I said, like, that's it.

711
00:35:53,400 --> 00:35:54,520
We're going to go to work on this.

712
00:35:54,720 --> 00:35:57,600
And I really dug my heels in.

713
00:35:57,600 --> 00:36:01,040
And the other issue that happens in our industry is the concept called AWOL,

714
00:36:01,240 --> 00:36:03,080
which is like somebody just ghosts you.

715
00:36:03,280 --> 00:36:05,280
An employee just decides not to show up to work.

716
00:36:05,280 --> 00:36:05,520
Right.

717
00:36:05,720 --> 00:36:07,800
And anyone who knows what I'm talking about.

718
00:36:08,000 --> 00:36:11,000
And they just post you and turn the phone off and you never hear from them again.

719
00:36:11,200 --> 00:36:13,040
And I was like, I want zero AWOL.

720
00:36:13,240 --> 00:36:16,240
And I want like less than 15 percent attrition.

721
00:36:16,440 --> 00:36:22,400
It has taken a lot of work, a lot of study, a lot of actually, to be fair to

722
00:36:22,600 --> 00:36:27,240
Vern Harnish and scaling up, there's a huge people element in that methodology

723
00:36:27,240 --> 00:36:32,000
that I spent two years with our team honing and working on.

724
00:36:32,200 --> 00:36:36,600
And I'm proud to say that today, if I now we do slice and dice numbers a bit,

725
00:36:36,800 --> 00:36:40,680
but for our definitely on our client facing our client facing,

726
00:36:40,880 --> 00:36:44,840
which is the ones our clients really care about, our attrition rate is 12 percent.

727
00:36:45,040 --> 00:36:51,480
And that's people who go off to have babies, go emigrate to Canada.

728
00:36:51,480 --> 00:36:54,000
Like, there's nothing in there that's like a major company.

729
00:36:54,200 --> 00:36:55,080
There could be one or two.

730
00:36:55,080 --> 00:36:55,520
I don't know.

731
00:36:55,520 --> 00:36:58,200
But really, on the whole, I'm so proud of that.

732
00:36:58,400 --> 00:37:02,920
But you're dedicating yourself to it like you're proactively looking at how do you

733
00:37:03,120 --> 00:37:06,600
optimize, how do you improve this process, how do you be there for the people?

734
00:37:06,600 --> 00:37:08,520
Like that's that dedication and passion.

735
00:37:08,520 --> 00:37:12,120
Like, you know, there's no reason to fake that either about about growth.

736
00:37:12,320 --> 00:37:14,080
So I love you do that.

737
00:37:14,280 --> 00:37:15,520
So that I'm very proud of that.

738
00:37:15,520 --> 00:37:16,720
And we've lots more to do.

739
00:37:16,720 --> 00:37:19,400
I mean, you know, but it's good because it just takes the work.

740
00:37:19,600 --> 00:37:21,320
Yeah, yeah, absolutely.

741
00:37:21,520 --> 00:37:24,840
We've we've had, I think, less than a handful of people

742
00:37:24,840 --> 00:37:28,720
in development and total, we've we've got a pretty extensive team, but who've

743
00:37:28,920 --> 00:37:32,960
left on bad terms, like we've had those sort of expenses.

744
00:37:33,160 --> 00:37:35,240
But it is less than a handful.

745
00:37:35,240 --> 00:37:39,000
The rest, anybody else who's moved on or moved into something else, I'm still like

746
00:37:39,200 --> 00:37:41,720
really, really, really close and good friends with them.

747
00:37:41,920 --> 00:37:47,760
And that that is a very welcome sign because that's kind of a new sign of life

748
00:37:47,960 --> 00:37:51,520
over the last three to five years, like a reflection of the changes

749
00:37:51,520 --> 00:37:57,520
we've chosen to make as leaders and now moving from we to I, it started me.

750
00:37:57,520 --> 00:37:59,000
I had to make those changes.

751
00:37:59,200 --> 00:38:03,080
I had to be willing to be to show up differently for people.

752
00:38:03,280 --> 00:38:07,800
So we're running out of time, but this is my favorite question.

753
00:38:08,000 --> 00:38:12,120
Barbara, this was the last chance you had to share with an audience.

754
00:38:12,320 --> 00:38:15,440
What powerful lesson can other visionaries learn from your experience?

755
00:38:15,640 --> 00:38:18,080
You can do anything you want to do.

756
00:38:18,280 --> 00:38:20,320
To be honest, people told me I could never

757
00:38:20,320 --> 00:38:22,400
build a company in the Philippines without being there.

758
00:38:22,600 --> 00:38:25,080
I was like, watch me.

759
00:38:25,280 --> 00:38:27,280
People said I couldn't be a mom and build

760
00:38:27,280 --> 00:38:29,680
a scalable company without driving myself into the ground.

761
00:38:29,880 --> 00:38:31,440
I was like, watch me.

762
00:38:31,640 --> 00:38:36,440
So I really feel like what I would share is that I think if I could distill it down

763
00:38:36,640 --> 00:38:40,840
to one thing, I always was very strong on my own

764
00:38:41,040 --> 00:38:44,080
personal vision for my life and how I want to live.

765
00:38:44,280 --> 00:38:46,320
And I think a lot of people don't start there.

766
00:38:46,360 --> 00:38:49,760
They start with business vision or they start with career vision or they start

767
00:38:49,760 --> 00:38:51,480
with what they want to achieve, right?

768
00:38:51,680 --> 00:38:55,800
Start with your personal vision for your life and allow that to be the lighthouse

769
00:38:55,800 --> 00:38:57,680
from which every other decision is made.

770
00:38:57,880 --> 00:39:00,560
So, for example, I knew that I wanted to be able.

771
00:39:00,760 --> 00:39:02,760
I live in Australia, but my family's in Ireland.

772
00:39:02,760 --> 00:39:06,480
I knew that I wanted to be able to at the drop of a hat, change my mind and move to

773
00:39:06,680 --> 00:39:11,120
Europe, therefore the business model that I chose had to be one I can put in my

774
00:39:11,320 --> 00:39:12,880
pocket and take with me.

775
00:39:13,080 --> 00:39:14,880
And this was before I launched the business.

776
00:39:15,080 --> 00:39:17,040
So I started from that position and there

777
00:39:17,040 --> 00:39:21,280
were business ideas that I struck off the list because they didn't suit my personal

778
00:39:21,280 --> 00:39:22,400
vision for my life.

779
00:39:22,600 --> 00:39:25,760
And I think if you start from that position, that has been very powerful for me.

780
00:39:25,960 --> 00:39:28,000
And I could go on for two hours about it.

781
00:39:28,200 --> 00:39:29,760
But that's really the point I would make.

782
00:39:29,960 --> 00:39:31,440
Start there.

783
00:39:31,640 --> 00:39:33,440
I would love to go on for two hours about it.

784
00:39:33,440 --> 00:39:34,720
I'd love to have you come back.

785
00:39:34,920 --> 00:39:39,280
I'd also love you to come on our other show, the Be Your Best Show.

786
00:39:39,480 --> 00:39:40,960
Dot com.

787
00:39:41,840 --> 00:39:44,200
I just did the prologue for the show.

788
00:39:44,400 --> 00:39:46,880
It's going to, you know, we're going to build it up just like we did

789
00:39:46,880 --> 00:39:50,360
on the show, Vision Pros from absolute scratch, raw, real.

790
00:39:50,560 --> 00:39:54,320
And the types of guests that I'm going to have on that show, Vision Pros, are the ones

791
00:39:54,520 --> 00:39:58,760
who pass some elite tests of authenticity and credibility that are willing to dive

792
00:39:58,960 --> 00:40:03,160
into the things that Barbara dove into without any fear or scare or shame.

793
00:40:03,360 --> 00:40:05,040
We need leaders like you, Barbara,

794
00:40:05,240 --> 00:40:10,160
that are willing to dive in and be real and help people see that, you know,

795
00:40:10,360 --> 00:40:16,320
success is not some rosy golden path that, you know, you have to get right or you have

796
00:40:16,320 --> 00:40:19,280
to get perfect. There's so many different angles and realities about it.

797
00:40:19,480 --> 00:40:21,960
So you shared a depth that I really appreciate.

798
00:40:22,160 --> 00:40:25,680
We've got about five minutes left or so.

799
00:40:25,880 --> 00:40:28,960
What questions should I be asking you that we haven't discussed?

800
00:40:28,960 --> 00:40:30,160
What are the things that you wish?

801
00:40:30,160 --> 00:40:34,640
Like, man, I wish people would would ask me about this or talk more about this.

802
00:40:35,760 --> 00:40:38,600
Well, in terms of leadership.

803
00:40:38,800 --> 00:40:41,400
I guess, how do you listen to people at scale?

804
00:40:41,480 --> 00:40:44,800
I mean, there's so many things I could say here, but

805
00:40:44,800 --> 00:40:47,280
how do you hear how do you hear everyone at scale?

806
00:40:47,480 --> 00:40:51,520
That's something I actually have achieved, but it's been a long journey to get there.

807
00:40:51,720 --> 00:40:55,440
And I had a commitment to doing it and I'm still refining it.

808
00:40:55,440 --> 00:40:57,440
But, you know, OK, we've only got 350.

809
00:40:57,640 --> 00:41:01,960
Some people have two, three thousand people, but it works at scale

810
00:41:02,160 --> 00:41:05,720
and making everyone making your

811
00:41:05,920 --> 00:41:10,960
every decision we make at the virtual hub is actually driven by the entire

812
00:41:10,960 --> 00:41:16,160
organization, because their voice comes through in all our we run all sorts

813
00:41:16,360 --> 00:41:20,000
of polling and surveys and fun stuff, all that sort of thing.

814
00:41:20,200 --> 00:41:21,800
Like we make we gamify it as well.

815
00:41:21,800 --> 00:41:23,760
So we don't just make it a boring survey.

816
00:41:23,760 --> 00:41:25,880
We sort of gamify lots of things through the year.

817
00:41:26,080 --> 00:41:30,000
And twice a year we run these massive town halls where we present the results.

818
00:41:30,200 --> 00:41:34,640
And then from that, the results and the voice and the comments and everything

819
00:41:34,840 --> 00:41:36,880
that they rate us on is NPS as well.

820
00:41:37,080 --> 00:41:39,240
But we develop our three rock strategy from that.

821
00:41:39,240 --> 00:41:43,400
And what are we actually going to focus on now based on the voice of the people?

822
00:41:43,600 --> 00:41:44,920
What are we going to go and fix?

823
00:41:44,960 --> 00:41:47,920
What are we going to go to work on and where are we going next?

824
00:41:48,120 --> 00:41:49,440
And what are we going to do about it?

825
00:41:49,440 --> 00:41:52,520
Right. And then we go to work for the people.

826
00:41:52,720 --> 00:41:54,720
And that's what we do.

827
00:41:54,920 --> 00:41:57,520
And, you know, when people say to me, what should we do about this?

828
00:41:57,520 --> 00:41:59,680
I go, I have no idea. Why don't we ask the people?

829
00:41:59,880 --> 00:42:02,840
How would I know? I mean, you know, do we want to have.

830
00:42:03,040 --> 00:42:05,160
You know, is it like things that matter

831
00:42:05,160 --> 00:42:09,080
for the people and for the employee experience? That's basically it.

832
00:42:09,280 --> 00:42:10,200
I love that.

833
00:42:10,400 --> 00:42:15,400
For those of you who feel like that may be oversimplified or like a giant shift

834
00:42:15,600 --> 00:42:18,880
from where you're at, Barbara is right here. Right.

835
00:42:19,080 --> 00:42:23,440
Good. Call her and go check out the virtual hub dot com and see what's there.

836
00:42:23,640 --> 00:42:25,600
In the below the show, of course,

837
00:42:25,600 --> 00:42:28,360
we're going to put the action steps that you guys can take with Barbara.

838
00:42:28,360 --> 00:42:31,840
You've also got the resources down below that so you can dive into the resources

839
00:42:32,040 --> 00:42:34,400
that we listed out today.

840
00:42:34,400 --> 00:42:39,360
I'll just kind of stick with this this process a little bit because

841
00:42:39,560 --> 00:42:44,040
one, now I do want you to talk for like another four hours and lay this out.

842
00:42:44,240 --> 00:42:46,160
I believe in exactly what you're saying.

843
00:42:46,360 --> 00:42:48,000
And I'm like, OK,

844
00:42:48,200 --> 00:42:52,480
I've got to get in P.S. score, you know, that are in P.S.

845
00:42:52,680 --> 00:42:54,480
incorporated into what we're doing.

846
00:42:54,680 --> 00:42:57,760
I've got to I got to make sure that we're gamifying this process well enough.

847
00:42:57,960 --> 00:43:01,360
And I don't want to be like Wells Fargo or the other big companies out there

848
00:43:01,360 --> 00:43:04,480
that are constantly asking you for surveys and you're like, oh, the F away

849
00:43:04,680 --> 00:43:07,000
because you don't do anything with this anyway.

850
00:43:07,200 --> 00:43:10,000
Right. So there's there's that hindrance.

851
00:43:10,000 --> 00:43:12,800
But those of you who have that in your brain right now, I'm saying, like,

852
00:43:12,800 --> 00:43:16,120
don't do that. Go to Barbara, like, go to somebody who's doing it the right way.

853
00:43:16,120 --> 00:43:18,400
That's getting the types of results that you would want to get out of that.

854
00:43:18,600 --> 00:43:21,240
We don't have to be mad at the process

855
00:43:21,440 --> 00:43:26,360
because of how poorly other companies and other other organizations implement said

856
00:43:26,360 --> 00:43:31,320
process, we need to recognize that there's a reflection there of what would we want

857
00:43:31,520 --> 00:43:37,120
to happen in that case of giving feedback and then implement it at our companies.

858
00:43:37,320 --> 00:43:42,200
You said based on the voice and we go to work for the people,

859
00:43:42,400 --> 00:43:45,640
you might shed a little bit more light on that because those are big concepts.

860
00:43:45,840 --> 00:43:49,680
I love them. And I'm like, any tips I can get ready to implement.

861
00:43:49,880 --> 00:43:53,160
Yeah, I mean, it's it's a lot of it to do with the employee experience.

862
00:43:53,160 --> 00:43:56,200
I mean, I guess if you want to scale a company, I mean, let's let's bring it back

863
00:43:56,200 --> 00:43:59,640
up to, you know, 10,000 foot view for a second.

864
00:43:59,840 --> 00:44:02,320
If you want to scale a company successfully,

865
00:44:02,520 --> 00:44:06,600
the two the two heads of the beast that you have to get right are the client

866
00:44:06,600 --> 00:44:10,120
experience or the customer experience and the employee experience.

867
00:44:10,240 --> 00:44:12,400
And loads of people just focus on the client experience.

868
00:44:12,400 --> 00:44:16,080
We have client experience managers and we've all that sort of thing.

869
00:44:16,280 --> 00:44:20,960
But the employee, the employee experience or the people and culture experience

870
00:44:21,160 --> 00:44:24,520
matters just as much as the other one.

871
00:44:24,520 --> 00:44:28,000
Now, we're growth experts, right?

872
00:44:28,000 --> 00:44:29,360
That's that's kind of what we do.

873
00:44:29,560 --> 00:44:32,840
And everybody that comes to us absolutely hates what we talk about unless they're

874
00:44:33,040 --> 00:44:38,240
like the two percent, because we tell them, stop worrying about your prospect funnel.

875
00:44:38,440 --> 00:44:39,960
Yes, building your team funnel.

876
00:44:40,160 --> 00:44:42,320
We literally go the opposite way.

877
00:44:42,320 --> 00:44:45,440
I say, no, it's more important to my I'm just going to double down on what you're

878
00:44:45,640 --> 00:44:52,080
saying, I believe firmly that it is the most important funnel and experience to have.

879
00:44:52,080 --> 00:44:54,480
And I'm sorry, I love that you're talking about it.

880
00:44:54,680 --> 00:44:58,200
Yeah, I mean, you know, oh, gosh, we could like I could go down all sorts of rabbit

881
00:44:58,200 --> 00:45:00,160
holes and trying to keep it quite high level here.

882
00:45:00,360 --> 00:45:03,960
And but the employee experience and then, you know, the things that you're asking

883
00:45:04,160 --> 00:45:07,240
the people, if you're trying to build culture, you know,

884
00:45:07,440 --> 00:45:10,560
culture is something that kind of happens whether you like it or not.

885
00:45:10,760 --> 00:45:13,600
And if you don't involve everyone, right,

886
00:45:13,800 --> 00:45:17,560
if you don't have a culture of involving everyone, your culture is going to build

887
00:45:17,560 --> 00:45:19,320
whatever way it's going to build, whether you like it or not.

888
00:45:19,320 --> 00:45:22,640
It'll be divided, fragmented, split.

889
00:45:22,840 --> 00:45:26,640
And then you can shift culture, but it's much harder to fix it later.

890
00:45:26,840 --> 00:45:30,440
So it's you've got to kind of start hiring for it then.

891
00:45:30,640 --> 00:45:33,200
So eventually you got to build what you want on the inside.

892
00:45:33,400 --> 00:45:34,920
There is a great tip, actually.

893
00:45:35,120 --> 00:45:39,440
It's called the mission to Mars, which I think is a Jim Collins

894
00:45:39,640 --> 00:45:41,640
concept that I heard Vern speak about.

895
00:45:41,840 --> 00:45:47,040
But it's the mission to Mars concept is like if we have to go and start a new

896
00:45:47,040 --> 00:45:50,040
civilization, I'm sure Elon Musk has a lot to say about this.

897
00:45:50,240 --> 00:45:52,320
But if we had to start a new civilization

898
00:45:52,520 --> 00:45:56,480
on Mars and you had to pick the best of your civilization to go and start this

899
00:45:56,680 --> 00:46:00,320
new place, this new civilization on Mars, who would you pick?

900
00:46:00,440 --> 00:46:02,120
Right. You want to pick the best of the best.

901
00:46:02,320 --> 00:46:05,480
So you got to look at your people and go, who's getting on the ship?

902
00:46:05,680 --> 00:46:09,040
Right. And then you figure out what is it about them

903
00:46:09,240 --> 00:46:13,160
that makes them the ones that you want to take to the on the mission to Mars?

904
00:46:13,360 --> 00:46:15,640
And then you've got to bottle that and hire for that.

905
00:46:15,640 --> 00:46:16,480
Right. That's the call.

906
00:46:16,480 --> 00:46:17,480
That's what it is.

907
00:46:17,680 --> 00:46:19,840
Right. What are the core values they embody?

908
00:46:19,960 --> 00:46:21,080
Right. And what are they?

909
00:46:21,080 --> 00:46:22,960
What's the thing that they embody?

910
00:46:23,160 --> 00:46:26,240
Because you can't decide that as a leader, you have to have buy in from

911
00:46:26,440 --> 00:46:28,360
everywhere, you can't just make up core values.

912
00:46:28,560 --> 00:46:30,400
You've got to find out what it is in your

913
00:46:30,600 --> 00:46:33,600
current culture that makes it tick.

914
00:46:33,800 --> 00:46:36,280
You can set them from the start, though.

915
00:46:36,480 --> 00:46:37,760
And that's a job.

916
00:46:37,960 --> 00:46:40,720
Then you have to do exactly what Barbara is talking about.

917
00:46:40,920 --> 00:46:44,720
And, you know, if you're blessed to set it from the start, awesome.

918
00:46:44,720 --> 00:46:47,240
And, you know,

919
00:46:47,440 --> 00:46:51,440
I highly recommend all the different types of assessments that you can get out there

920
00:46:51,440 --> 00:46:54,920
to understand what your core values truly are, because there's what we say and there's

921
00:46:54,920 --> 00:46:56,160
what we do. Right.

922
00:46:56,160 --> 00:46:58,080
Those two things can be very different.

923
00:46:58,280 --> 00:47:02,120
And, you know, we're not whimsical at all with our core values at first class

924
00:47:02,120 --> 00:47:06,440
business and still takes cultivation and practice, but love, patience, persistence,

925
00:47:06,640 --> 00:47:07,960
consistency and reliability.

926
00:47:08,160 --> 00:47:11,400
We talk about those to the nth degree all the time.

927
00:47:11,400 --> 00:47:17,480
We live by them and we don't really let people in our environment that don't also

928
00:47:17,680 --> 00:47:21,920
showcase on the front end very healthily that they've already got those as part of

929
00:47:22,120 --> 00:47:26,680
who they are. The other big piece here, I'll go back to that higher view.

930
00:47:26,880 --> 00:47:29,400
You talked about the two realities.

931
00:47:29,600 --> 00:47:32,960
Visionaries out there, we are building something for, I would say,

932
00:47:33,160 --> 00:47:36,720
the seven components, the seven relationships that need to be built out

933
00:47:36,920 --> 00:47:40,400
at scale, and we may be a few years away, we may be a few months away,

934
00:47:40,400 --> 00:47:46,760
but we're building out a funnel system over 44,000 variables in relation to this.

935
00:47:46,960 --> 00:47:48,400
And why is that?

936
00:47:48,600 --> 00:47:50,480
Because there's the prospect funnel.

937
00:47:50,480 --> 00:47:52,120
You have to know how to talk to prospects.

938
00:47:52,120 --> 00:47:53,560
Just like Barbara talked about.

939
00:47:53,760 --> 00:47:58,120
You have the candidate funnel, people who might want to come and work with you.

940
00:47:58,320 --> 00:47:59,880
But you talk to your clients typically,

941
00:47:59,880 --> 00:48:01,520
then you talk to your prospects, by the way.

942
00:48:01,520 --> 00:48:02,960
That's a different type of procedure,

943
00:48:02,960 --> 00:48:04,480
which is in templates, that's number three.

944
00:48:04,680 --> 00:48:07,160
Then you got vendors, you got investors,

945
00:48:07,160 --> 00:48:11,160
you got PR and media relations personnel, and you got employees.

946
00:48:11,360 --> 00:48:13,520
And every single one of those are relationships

947
00:48:13,520 --> 00:48:15,680
that you're going to have to deal with at scale.

948
00:48:15,880 --> 00:48:20,640
And unfortunately, it costs an arm and a leg to build those things.

949
00:48:20,840 --> 00:48:25,000
And there aren't very many people out there who even understand the depth of why

950
00:48:25,200 --> 00:48:28,840
it's so important to be ready to talk to each one of those individuals.

951
00:48:29,040 --> 00:48:30,600
So looking for companies.

952
00:48:30,800 --> 00:48:33,400
The voice needs to be right for the audience,

953
00:48:33,600 --> 00:48:36,360
because I always say to our leaders, when we're doing what the town holds,

954
00:48:36,360 --> 00:48:38,960
and sometimes I see the slides and I see what we're about to talk about.

955
00:48:39,160 --> 00:48:41,600
And I just go, just remember your audience.

956
00:48:41,800 --> 00:48:43,440
Why should they care about this?

957
00:48:43,640 --> 00:48:47,640
Right. So it's always remembering what audience are we speaking to now?

958
00:48:47,640 --> 00:48:51,240
Is it the employees or is this the clients or are these the leads or the vendors or

959
00:48:51,440 --> 00:48:55,640
who are we speaking to? Because the messaging and the core values stay the same,

960
00:48:55,840 --> 00:48:58,880
but the messaging can shift and the positioning shifts.

961
00:48:59,080 --> 00:49:00,280
Yeah, I love what you say.

962
00:49:00,480 --> 00:49:03,400
I've met very few leaders who understand

963
00:49:03,400 --> 00:49:07,920
those two components and paying attention. Visionaries, those you're listening in,

964
00:49:08,120 --> 00:49:12,560
you're looking to hire people, looking to have people move your vision forward with

965
00:49:12,760 --> 00:49:16,080
you. Last secret tip for me, go to their website,

966
00:49:16,280 --> 00:49:18,720
look to see if they have a join our team tab.

967
00:49:18,920 --> 00:49:22,280
If they don't have a join our team tab and they don't have a careers process

968
00:49:22,480 --> 00:49:26,400
and a way for taking care of their people, it's probably a great reflection

969
00:49:26,400 --> 00:49:29,080
that they're not going to do a great job of taking care of you.

970
00:49:29,280 --> 00:49:30,640
We need to look for companies.

971
00:49:30,640 --> 00:49:34,080
I will say that we don't have a join our team tab because we actually have

972
00:49:34,280 --> 00:49:38,800
a completely different employee brand in the Philippines where we don't complicate

973
00:49:38,800 --> 00:49:40,160
because they're two different websites.

974
00:49:40,360 --> 00:49:44,200
So we tend to have our website that you guys see is our client side.

975
00:49:44,400 --> 00:49:48,200
And then because our people we're hiring, our candidates and so they care about

976
00:49:48,200 --> 00:49:50,840
different things than what we're talking to clients about.

977
00:49:50,840 --> 00:49:52,000
So we actually have completely.

978
00:49:52,000 --> 00:49:53,040
They do and they don't, though.

979
00:49:53,240 --> 00:49:54,400
I'd agree to disagree.

980
00:49:54,440 --> 00:49:57,280
You just launched your website pretty recently again, right?

981
00:49:57,480 --> 00:49:58,560
Yeah. Right.

982
00:49:58,560 --> 00:50:02,120
And so that's that's a process of right optimization.

983
00:50:02,320 --> 00:50:05,480
Right. So the processes that we optimize, no business is perfect.

984
00:50:05,480 --> 00:50:09,360
So by all means, Keller Williams got me beat hand over fist in terms of the

985
00:50:09,560 --> 00:50:12,160
the employee outline and grunt style as well.

986
00:50:12,160 --> 00:50:13,440
They got millions of followers.

987
00:50:13,640 --> 00:50:18,440
Why? Because they understand that there's a depth and a harmony that exists with all

988
00:50:18,440 --> 00:50:22,440
of this. You and I are still very much in the building process of all of that.

989
00:50:22,640 --> 00:50:26,680
So I wouldn't follow either one of our examples, visionaries in terms of like

990
00:50:26,680 --> 00:50:28,520
where the depth of our scale has landed.

991
00:50:28,520 --> 00:50:31,920
If you want to if you want to compare with scale, look at Snapchat, look at

992
00:50:32,120 --> 00:50:35,320
Instagram, look at Facebook, look at Upwork, look at Fiverr.

993
00:50:35,520 --> 00:50:38,520
Those are companies to plan your scale based on.

994
00:50:38,720 --> 00:50:42,760
But the leadership principles that Barbara has thrown down today and helped us with

995
00:50:42,960 --> 00:50:48,720
and the reality of like what we can do to improve to our own position of scale

996
00:50:48,920 --> 00:50:52,360
and taking care of our people, I do believe wholeheartedly in everything

997
00:50:52,360 --> 00:50:55,320
that she shared. So vision pros we will see on the next episode.

998
00:50:55,320 --> 00:51:00,080
Barbara, before I wrap up today, any final thoughts for the audience?

999
00:51:00,280 --> 00:51:01,920
No, I think we covered a lot of ground there.

1000
00:51:02,120 --> 00:51:05,600
You know, I think just take on board the things that I'm saying.

1001
00:51:05,800 --> 00:51:08,680
I've learned it from the trenches and with experience.

1002
00:51:08,880 --> 00:51:10,400
So, you know.

1003
00:51:10,600 --> 00:51:11,320
Absolutely.

1004
00:51:11,520 --> 00:51:14,960
I've actually lived it and continue to live it.

1005
00:51:15,160 --> 00:51:18,080
Vision pros of your experience and we will see you on the next episode.

1006
00:51:18,120 --> 00:51:19,840
Take care, everybody. Thank you for being here today.

1007
00:51:19,880 --> 00:51:22,360
I'm really happy that you tuned in to Vision Pros Live.

1008
00:51:22,360 --> 00:51:27,240
I'm looking forward to seeing your reactions as these episodes continue to move forward.

1009
00:51:27,240 --> 00:51:28,960
This is going to get more and more fun.

1010
00:51:28,960 --> 00:51:30,800
We'll have more and more engagement as well.

1011
00:51:31,000 --> 00:51:32,880
We'll invite people to participate in the show.

1012
00:51:32,880 --> 00:51:35,240
And thank you for giving us your time and attention.

1013
00:51:35,240 --> 00:51:52,840
Have an excellent time building out your vision.