WEBVTT 00:00:07.250 --> 00:00:10.710 Welcome to the Business Abundance Podcast, providing 00:00:10.710 --> 00:00:13.189 the tools and knowledge to help small business 00:00:13.189 --> 00:00:16.510 owners succeed. For additional resources, visit 00:00:16.510 --> 00:00:22.149 www .businessabundance .online. Hi, I'm Zee and 00:00:22.149 --> 00:00:24.530 welcome back to the Business Abundance Podcast. 00:00:24.769 --> 00:00:28.449 Welcome. Oh, hi, I'm Ian from Plain Black Creative 00:00:28.449 --> 00:00:31.649 or Lambo Creative as Zee likes to call us. Lambo. 00:00:32.030 --> 00:00:36.280 Plain Black Creative. Last time we spoke on employee 00:00:36.280 --> 00:00:39.920 morale and if you miss that, essentially it will 00:00:39.920 --> 00:00:42.600 likely require you to change your business or 00:00:42.600 --> 00:00:47.119 business culture and generally speaking, if you 00:00:47.119 --> 00:00:49.179 aren't making that change for the benefit of 00:00:49.179 --> 00:00:50.820 the business, you're gonna have a tough time 00:00:50.820 --> 00:00:55.780 keeping it afloat. There's a quote that I would 00:00:55.780 --> 00:00:58.710 like to speak about today. And that's if you 00:00:58.710 --> 00:01:00.630 stand still on the train track, you will eventually 00:01:00.630 --> 00:01:03.990 get hit. So in this episode, we want to discuss 00:01:03.990 --> 00:01:06.170 what happens if you're the one that doesn't want 00:01:06.170 --> 00:01:09.209 change, can't manage change or doesn't act on 00:01:09.209 --> 00:01:12.049 change. Yeah. So if you're on train track and 00:01:12.049 --> 00:01:13.510 you stay still, the train's eventually going 00:01:13.510 --> 00:01:15.030 to run you over. That's pretty straightforward. 00:01:16.620 --> 00:01:18.879 And some smart person out there is going to be 00:01:18.879 --> 00:01:21.780 like, not if there's no trains running, but if 00:01:21.780 --> 00:01:23.299 you're on a train track that there's no trains 00:01:23.299 --> 00:01:25.500 running on, you're probably in some obsolete 00:01:25.500 --> 00:01:27.219 thing that doesn't exist anymore and you probably 00:01:27.219 --> 00:01:30.340 shouldn't be there. Yeah, change is super important. 00:01:30.980 --> 00:01:34.560 If you're in a good place and you just expect 00:01:34.560 --> 00:01:36.939 the world to stay exactly the same, it's not 00:01:36.939 --> 00:01:38.859 going to happen. Someone's going to be trying 00:01:38.859 --> 00:01:40.299 to take your spot. Someone's going to be trying 00:01:40.299 --> 00:01:41.700 to do looking at you going, gee, you're doing 00:01:41.700 --> 00:01:44.260 a good thing. Let's do that. Um, there's going 00:01:44.260 --> 00:01:46.480 to be external factors, COVID -19, something 00:01:46.480 --> 00:01:48.299 just comes in, throws a spanner in the works 00:01:48.299 --> 00:01:50.000 and, and you're not going to be able to just 00:01:50.000 --> 00:01:51.640 keep doing the same thing. Well, what's good 00:01:51.640 --> 00:01:54.079 today is not going to be good tomorrow. If you 00:01:54.079 --> 00:01:56.319 think about, if you bought a car 20 years ago, 00:01:56.439 --> 00:01:58.060 you go, gee, this car's good. Couldn't be any 00:01:58.060 --> 00:02:00.840 better. And you drive that now you go, oh, this 00:02:00.840 --> 00:02:03.530 is hard. You've got to keep changing with the 00:02:03.530 --> 00:02:05.510 times and if you want to be the best and you 00:02:05.510 --> 00:02:07.250 want to protect what you've got, you can't just 00:02:07.250 --> 00:02:10.250 sit there and do nothing. Is change the same 00:02:10.250 --> 00:02:13.669 as innovation? Well, I think innovation is change, 00:02:13.930 --> 00:02:17.870 but change is not necessarily innovation. Does 00:02:17.870 --> 00:02:21.669 that make sense? What do you reckon Ian? Kodak. 00:02:21.849 --> 00:02:24.409 Kodak. Kodak. That's a good story. Yeah. Give 00:02:24.409 --> 00:02:28.030 it to us. Yeah. Tell us. Kodak obviously is cameras 00:02:28.030 --> 00:02:31.580 and film synonymous with cameras for best part 00:02:31.580 --> 00:02:34.819 of a century and they even developed, one of 00:02:34.819 --> 00:02:37.759 their employees developed digital camera technology 00:02:37.759 --> 00:02:41.860 which was the innovation. Speaking of employee 00:02:41.860 --> 00:02:45.680 led initiatives from the last podcast. And you 00:02:45.680 --> 00:02:49.219 see that everyone now is digital camera but this 00:02:49.219 --> 00:02:54.319 is late 1970s, early 1980s. Our business model 00:02:54.319 --> 00:02:58.120 revolves around selling film, repeat customers 00:02:58.120 --> 00:03:00.759 buying film. Bringing it to be developed. bring 00:03:00.759 --> 00:03:03.300 it in to be developed. Spend more money, buy 00:03:03.300 --> 00:03:05.800 a really fancy camera, keep buying film for it, 00:03:06.000 --> 00:03:09.699 keep getting it developed. So that could destroy 00:03:09.699 --> 00:03:12.939 our business model instead of pivoting and going, 00:03:13.080 --> 00:03:14.900 this is the future. This is what's going to be 00:03:14.900 --> 00:03:18.039 the best solution for our customers. Yep. We 00:03:18.039 --> 00:03:20.639 did what was best for our bottom line for a short 00:03:20.639 --> 00:03:24.199 period of time as Kodak. And now Kodak doesn't 00:03:24.199 --> 00:03:28.919 exist. You want a change with the times. or the 00:03:28.919 --> 00:03:31.479 times are going to change past you. Yeah, we'll 00:03:31.479 --> 00:03:32.939 keep talking about change this whole episode, 00:03:32.979 --> 00:03:34.800 but I think it's just important on a slightly 00:03:34.800 --> 00:03:37.199 different topic. That's why business has to be 00:03:37.199 --> 00:03:39.639 doing what its customers want. If you don't like 00:03:39.639 --> 00:03:41.840 your customers, find some different customers 00:03:41.840 --> 00:03:45.259 and sell them what they want. But as soon as 00:03:45.259 --> 00:03:47.500 you stop looking at what do our customers want? 00:03:47.699 --> 00:03:49.000 Are they happy? Are we doing the right thing 00:03:49.000 --> 00:03:52.400 for them? You've lost track 100 % of what makes 00:03:52.400 --> 00:03:54.039 your business successful and they'll eventually 00:03:54.039 --> 00:03:55.860 shut your business down by just going, we don't 00:03:55.860 --> 00:03:58.719 want to deal with you anymore. Listen. Listen 00:03:58.719 --> 00:04:02.500 to your customers. Yarn at Dunnybrook. His menu 00:04:02.500 --> 00:04:05.199 is... This is a local cafe for Ian. Ian's local 00:04:05.199 --> 00:04:09.379 cafe. It was a restaurant, downsized. Now it's 00:04:09.379 --> 00:04:13.860 a cafe. And his secret is his menu is he listens 00:04:13.860 --> 00:04:16.399 to his customers. He can come in with a fancy 00:04:16.399 --> 00:04:20.180 menu, a la some places that have been and gone 00:04:20.180 --> 00:04:23.420 in the last 18 months. But they're not listening 00:04:23.420 --> 00:04:26.300 to the locals. The locals want meat and three 00:04:26.300 --> 00:04:29.459 veg. The locals want simple, they want to spend... 00:04:29.459 --> 00:04:30.959 Well, not all the locals, but the locals that 00:04:30.959 --> 00:04:33.439 deal with him. The majority of his customers 00:04:33.439 --> 00:04:37.660 want nice simple meal and they come in there 00:04:37.660 --> 00:04:39.800 for the atmosphere and a little bit of entertainment 00:04:39.800 --> 00:04:43.420 and banter from the proprietors. If he was to 00:04:43.420 --> 00:04:46.560 start selling foie gras, he'd lose his customers 00:04:46.560 --> 00:04:48.519 in a heartbeat. Yeah, but in the same respect, 00:04:48.980 --> 00:04:50.939 a restaurant that just sells that, they're going 00:04:50.939 --> 00:04:52.319 to have the different customer, you know? For 00:04:52.319 --> 00:04:54.519 sure. And they start selling meat and three veg. 00:04:55.500 --> 00:04:57.160 So yeah, they're spot on. You've got to listen 00:04:57.160 --> 00:04:58.740 to your customers and give them what they want. 00:05:00.379 --> 00:05:03.860 Another example would be Nokia or Blockbuster. 00:05:04.459 --> 00:05:11.000 Yeah. Tell us about Nokia. So, um, Nokia had 00:05:11.000 --> 00:05:15.319 some... Some really good phones. Some super good 00:05:15.319 --> 00:05:18.379 phones. Snake. Yeah, Snake. I remember Snake. 00:05:18.519 --> 00:05:20.439 Hey, how good is that as another example of looking 00:05:20.439 --> 00:05:23.699 after your customers? Mobile phones, when I was 00:05:23.699 --> 00:05:27.139 a kid, like... like, texting costs, 30 cents 00:05:27.139 --> 00:05:30.579 a pop. So it was pretty, I think I was 17, 16 00:05:30.579 --> 00:05:33.720 or 17, like they were big bricks, huge phones 00:05:33.720 --> 00:05:36.420 and yeah, some people had knock ears and they 00:05:36.420 --> 00:05:40.620 had snake. And then our phones had nothing. It 00:05:40.620 --> 00:05:44.600 was just unfair. And they grew massively just 00:05:44.600 --> 00:05:47.600 because the phone had snake. Like I don't think 00:05:47.600 --> 00:05:50.899 there was any feature aside from that. that made 00:05:50.899 --> 00:05:53.779 them better though like a nice size sorry ringtones 00:05:53.779 --> 00:05:55.920 ringtones oh yes people used to buy ringtones 00:05:55.920 --> 00:05:59.259 off a double o double five number back in the 00:05:59.259 --> 00:06:02.500 day um but yeah customers what they want phone 00:06:02.500 --> 00:06:05.220 you can ring you or you can ring and play snake 00:06:05.220 --> 00:06:08.120 and snake was awesome But they had some really 00:06:08.120 --> 00:06:10.740 good phones I had an N95 which I think had a 00:06:10.740 --> 00:06:12.740 Carl Zeiss lens so that was the digital Sony 00:06:12.740 --> 00:06:14.600 digital cameras then were the best cameras that 00:06:14.600 --> 00:06:17.379 had Carl Zeiss lens and that phone had it had 00:06:17.379 --> 00:06:19.620 a flash it had a GPS it was made in Japan like 00:06:19.620 --> 00:06:21.600 it was a sick phone best phone on the market 00:06:21.600 --> 00:06:23.800 by far unless you're sitting in the sun that 00:06:23.800 --> 00:06:26.139 got too hot and then shut down but yeah they 00:06:26.139 --> 00:06:29.079 were they were awesome phone makers. Head of 00:06:29.079 --> 00:06:32.079 the game sorry is he? No you're right. Everyone's 00:06:32.079 --> 00:06:34.389 on their phones now playing games. Yes. In every 00:06:34.389 --> 00:06:37.170 movie you look back from that period, even if 00:06:37.170 --> 00:06:38.629 it's an app record or whatever, there's Nokia 00:06:38.629 --> 00:06:42.449 phones. So what was the thing that brought about 00:06:42.449 --> 00:06:46.269 their downfall? Like what was that event? Well, 00:06:46.269 --> 00:06:49.730 it's an interesting one because the N95 would 00:06:49.730 --> 00:06:51.649 be classed as a smartphone. You could look at 00:06:51.649 --> 00:06:53.290 maps, you could do navigation, you could do all 00:06:53.290 --> 00:06:55.050 these things that phones couldn't do before. 00:06:55.670 --> 00:06:58.839 But they were in the phone game. and essentially 00:06:58.839 --> 00:07:02.300 the iPhones has been what wrecked them. They 00:07:02.300 --> 00:07:06.639 were in the game of a snake. Nokia had snake 00:07:06.639 --> 00:07:08.899 and they had a few features which cool now you're 00:07:08.899 --> 00:07:10.459 a digital camera and now you can do this like 00:07:10.459 --> 00:07:12.420 an iPhone nowhere near could take a photo of 00:07:12.420 --> 00:07:15.600 what a Nokia could and couldn't even till Nokia 00:07:15.600 --> 00:07:19.379 stopped making phones. But they're like this 00:07:19.379 --> 00:07:22.550 one device can do anything. you can have this 00:07:22.550 --> 00:07:24.129 game, you can do this, you can draw on it, you 00:07:24.129 --> 00:07:26.389 can paint on it, you can have your your tunes, 00:07:26.410 --> 00:07:28.310 so you don't need an iPod, which again was an 00:07:28.310 --> 00:07:30.230 mp3 player, wasn't even the best mp3 player, 00:07:30.709 --> 00:07:34.910 but it had the the iTunes, so it was the easiest 00:07:34.910 --> 00:07:36.970 mechanism for people to get music. If people 00:07:36.970 --> 00:07:39.629 knew about mp3s and computer lyrics, they would 00:07:39.629 --> 00:07:41.990 just download it and illegally and they could 00:07:41.990 --> 00:07:43.529 do it, but for everyone else, they're like, I 00:07:43.529 --> 00:07:46.990 can't get the music, so the iTunes store basically, 00:07:47.149 --> 00:07:48.990 it wasn't the iPod was better, they just had 00:07:48.990 --> 00:07:52.339 iTunes. And then the iPhone was very similar. 00:07:52.339 --> 00:07:54.379 It had the app store and had all these other 00:07:54.379 --> 00:07:56.899 things you can do and it was nice, usable, easy 00:07:56.899 --> 00:08:00.060 to use. People were used to iPods, so that was 00:08:00.060 --> 00:08:03.279 a big factor. But Nokia just fundamentally didn't 00:08:03.279 --> 00:08:04.980 change. They kept selling this phone because 00:08:04.980 --> 00:08:09.339 they were selling phones like Kodak. And the 00:08:09.339 --> 00:08:11.079 game changed. It was now a device that you play 00:08:11.079 --> 00:08:14.500 games on. You have applications on. You do a 00:08:14.500 --> 00:08:18.569 whole lot of other stuff. It's easy to use. And 00:08:18.569 --> 00:08:22.829 so Nokia wasn't. It was also attributed to some 00:08:22.829 --> 00:08:27.009 internal management decisions, some bit of rivalry. 00:08:27.250 --> 00:08:29.050 I could just imagine that half of them would 00:08:29.050 --> 00:08:30.670 be like, we want change, and then the other half 00:08:30.670 --> 00:08:33.590 is like, no, stick to the old way. Yeah, 100%. 00:08:33.590 --> 00:08:35.909 That's that core values that we talked about 00:08:35.909 --> 00:08:38.590 in the last broadcast. Yeah, it is. You've got 00:08:38.590 --> 00:08:40.870 struggles for power inside as well. And Nokia 00:08:40.870 --> 00:08:43.750 focused on what they did and how they did it. 00:08:43.909 --> 00:08:46.230 And Apple have always focused on why they do 00:08:46.230 --> 00:08:54.090 things. So what for small businesses will be... 00:08:54.090 --> 00:08:56.309 Let's talk about Blockbuster first. That's a 00:08:56.309 --> 00:08:58.289 cool story still. It's near my heart until they 00:08:58.289 --> 00:09:00.950 close down. Devonport had one of the last Blockbusters 00:09:00.950 --> 00:09:03.909 in the world. Some of my fondest memories is 00:09:03.909 --> 00:09:06.960 going to... There's a specific wall that had 00:09:06.960 --> 00:09:09.700 all the new movies and you'd look at it and you 00:09:09.700 --> 00:09:12.080 just, it was so cool. And there was all these 00:09:12.080 --> 00:09:14.039 new movies that had just come out because you 00:09:14.039 --> 00:09:16.080 didn't go to the cinemas to watch it. They'd 00:09:16.080 --> 00:09:18.919 have that little stand of popcorn, caramelized 00:09:18.919 --> 00:09:21.840 or colored popcorn. You'd pick one movie, you're 00:09:21.840 --> 00:09:24.220 like, I'm going to take it out for two days and 00:09:24.220 --> 00:09:27.080 I'm going to watch it 20 times in that two days. 00:09:27.340 --> 00:09:30.480 And then you get your popcorn, you go and you 00:09:30.480 --> 00:09:32.320 get your little takeaway with your family and 00:09:32.320 --> 00:09:35.610 you just sit and watch it. That was just. Ah, 00:09:35.870 --> 00:09:37.450 fantastic. That would have been DVDs, yeah, not 00:09:37.450 --> 00:09:40.509 videos. Well, it was DVDs, yeah. What's a VCR? 00:09:43.370 --> 00:09:48.590 Big brick. Yeah, and so that, it was sad as you 00:09:48.590 --> 00:09:53.570 saw all the blockbuster companies or places close, 00:09:54.110 --> 00:09:56.549 because that's such a, I don't know, it was so 00:09:56.549 --> 00:09:58.669 nice for family to just sit around and do that, 00:09:58.669 --> 00:10:02.330 but now there's Netflix, which came about for 00:10:02.330 --> 00:10:06.610 accessibility. Can you tell us what kind of decisions 00:10:06.610 --> 00:10:08.909 were made by a blockbuster that caused that? 00:10:09.190 --> 00:10:11.049 Yeah, I can't remember the details of the story, 00:10:11.509 --> 00:10:15.110 but it's not so much they... Well, the fundamental 00:10:15.110 --> 00:10:18.070 is they didn't change. Yeah. And it's more about 00:10:18.070 --> 00:10:20.330 what replaced it. So you're saying, oh, it's 00:10:20.330 --> 00:10:22.269 great because you had this popcorn and the family 00:10:22.269 --> 00:10:24.309 got around and we got to watch the movie 20 times. 00:10:24.700 --> 00:10:26.139 But you had to go to the shop. And then if you 00:10:26.139 --> 00:10:28.419 didn't return it after two days, you got a $40 00:10:28.419 --> 00:10:31.139 fee. And then if you were like me, because you 00:10:31.139 --> 00:10:33.120 forgot once you basically it was in the back 00:10:33.120 --> 00:10:35.360 of your car and you didn't remember for a couple 00:10:35.360 --> 00:10:37.500 of weeks and then it was like 60 bucks. So this 00:10:37.500 --> 00:10:39.620 $10 movie cost you 70 bucks and you could have 00:10:39.620 --> 00:10:43.440 bought it for 30. And just became quite a hassle, 00:10:43.539 --> 00:10:45.820 which was what it was. So, you know, that's OK. 00:10:45.960 --> 00:10:47.820 But you go and you get three movies and then 00:10:47.820 --> 00:10:49.460 you try to remember to bring them back. And that 00:10:49.460 --> 00:10:54.360 was that. But what changed was that there was 00:10:54.360 --> 00:10:58.559 mail order DVDs Which I think Netflix Netflix 00:10:58.559 --> 00:11:01.259 the first or but that the company started with 00:11:01.259 --> 00:11:04.500 mail order and My boss at the time used to mail 00:11:04.500 --> 00:11:06.179 water them. That was the first I ever saw it. 00:11:06.200 --> 00:11:08.220 I'm like, what is this? He's like, oh I order 00:11:08.220 --> 00:11:10.360 it they send it to me and I was put it back in 00:11:10.360 --> 00:11:13.059 the sing and send it back and they were Subscription 00:11:13.059 --> 00:11:15.539 base. Yeah, so based on the level of subscription 00:11:15.539 --> 00:11:17.860 You could get four movies a month or six months 00:11:17.860 --> 00:11:19.059 as long as you'd send it back. You could get 00:11:19.059 --> 00:11:21.200 another one. Yep If we just think about what 00:11:21.200 --> 00:11:23.379 you said, it's about the fans watching it, it's 00:11:23.379 --> 00:11:24.879 about the fun, you can watch 20 times and you 00:11:24.879 --> 00:11:28.200 get the pop, you can do all that, but it's easier. 00:11:28.460 --> 00:11:30.539 You don't have to leave the house. There's no 00:11:30.539 --> 00:11:31.740 late fees. That was the biggest thing. There 00:11:31.740 --> 00:11:33.940 was no late fees. So what was the biggest thing 00:11:33.940 --> 00:11:36.460 I remember about renting was the late fees I 00:11:36.460 --> 00:11:37.960 used to go. It's just like when I go park somewhere, 00:11:38.159 --> 00:11:39.940 they've got the app now. So just when I park, 00:11:40.039 --> 00:11:42.039 I can just get the app out. But before that, 00:11:42.220 --> 00:11:43.759 pretty much every second time I park somewhere, 00:11:43.820 --> 00:11:45.799 not because I'm stupid, but I'd get a parking 00:11:45.799 --> 00:11:47.700 ticket. I was too late coming back or I didn't 00:11:47.700 --> 00:11:49.220 have the right coin to fit in the slot because 00:11:49.220 --> 00:11:52.039 it doesn't take a 50 cent piece or I didn't have 00:11:52.039 --> 00:11:55.279 any coins anymore because who's got coins? And 00:11:55.279 --> 00:11:57.360 then the apps come along and you just clock in, 00:11:57.480 --> 00:12:01.220 you know, I do it every time, no problems. So 00:12:01.220 --> 00:12:04.799 the late phase is the biggest problem that industry 00:12:04.799 --> 00:12:07.399 had from a customer experience point of view. 00:12:08.940 --> 00:12:12.580 So the other thing was distribution. Each shop 00:12:12.580 --> 00:12:15.600 had to have particular levels of things, whereas 00:12:15.600 --> 00:12:17.500 they could then go, we don't need each shop. 00:12:17.799 --> 00:12:19.039 We don't have any of those overheads. We can 00:12:19.039 --> 00:12:23.919 have huge levels of stock. We just send out what 00:12:23.919 --> 00:12:26.039 people want when they want it, which is super 00:12:26.039 --> 00:12:29.460 more convenient for the client. And yeah, that 00:12:29.460 --> 00:12:33.039 evolved into using the internet to replace the 00:12:33.039 --> 00:12:35.799 postal service. and you can just choose what 00:12:35.799 --> 00:12:37.519 you want, when you want, in the comfort of your 00:12:37.519 --> 00:12:40.639 own home. Watch it 20 times. Like you said, you've 00:12:40.639 --> 00:12:42.559 got to go to the shop and get popcorn. It's not 00:12:42.559 --> 00:12:45.320 anymore. Click and collect or have it ordered 00:12:45.320 --> 00:12:48.320 to your house. Yeah. Well, you know, one day 00:12:48.320 --> 00:12:49.980 it might just miraculously appear at your lap. 00:12:50.259 --> 00:12:51.340 Like, you know, with a click of a button, but 00:12:51.340 --> 00:12:54.899 probably won't. Yeah, so it wasn't necessarily, 00:12:54.899 --> 00:12:58.919 well, blockbuster what the sequence of events 00:12:58.919 --> 00:13:01.759 or who did what. It doesn't really matter. the 00:13:01.759 --> 00:13:03.759 fundamental is they didn't change they were too 00:13:03.759 --> 00:13:05.940 based on we've got all these shops how can we 00:13:05.940 --> 00:13:08.720 make these shops better rather than how can we 00:13:08.720 --> 00:13:11.539 be better for our customers and they could have 00:13:11.539 --> 00:13:14.799 had a subscription model they could have done 00:13:14.799 --> 00:13:18.019 what netflix did they could have someone like 00:13:18.019 --> 00:13:20.679 me gone hey if you pay us 30 bucks a week you 00:13:20.679 --> 00:13:22.620 can come in and grab you can have three moves 00:13:22.620 --> 00:13:26.019 at any time no late fees ever and they would 00:13:26.019 --> 00:13:27.860 have got more out of me because i knew well 30 00:13:27.860 --> 00:13:30.289 bucks a week cheaper than my late fees. I would 00:13:30.289 --> 00:13:33.610 have gone there more often. I wouldn't have had 00:13:33.610 --> 00:13:35.049 six movies a week because I don't have time to 00:13:35.049 --> 00:13:37.029 watch it. But they could have done that with 00:13:37.029 --> 00:13:39.090 everyone in town and it would have been way better. 00:13:39.970 --> 00:13:41.769 But I don't know any video shops that did that. 00:13:41.769 --> 00:13:45.789 I'm not a video shop expert. But it's the same 00:13:45.789 --> 00:13:48.789 thing, isn't it? So by not focusing on what their 00:13:48.789 --> 00:13:50.529 customers want and how to best the dealer, they'll 00:13:50.529 --> 00:13:52.309 focus on how does our business work better, what's 00:13:52.309 --> 00:13:54.409 easier for us. It's so annoying when people don't 00:13:54.409 --> 00:13:55.870 bring back movies because then no one else can 00:13:55.870 --> 00:13:57.509 have it. So I want to hit them with late fees. 00:13:58.439 --> 00:14:01.100 There would have been a big chunk of that awesome, 00:14:01.100 --> 00:14:03.080 awesome phrase that a lot of business owners 00:14:03.080 --> 00:14:06.240 use. We've always done it this way. Yeah. Yeah, 00:14:06.279 --> 00:14:08.659 this is what everyone else does. Yeah. So they 00:14:08.659 --> 00:14:09.740 were just thinking, well, this is how it is. 00:14:09.740 --> 00:14:12.019 So this is what we'll do. And then Netflix somewhere 00:14:12.019 --> 00:14:14.840 on using the internet going, well, hang on, we 00:14:14.840 --> 00:14:17.000 don't need posts. We don't need people to come 00:14:17.000 --> 00:14:18.940 to the shop. We can literally just send it to 00:14:18.940 --> 00:14:22.460 their TV. How cool is that? And everyone's gone. 00:14:22.799 --> 00:14:25.490 Yeah, that's cool. I think Spotify. You don't 00:14:25.490 --> 00:14:27.590 need iTunes anymore, like you pay three bucks 00:14:27.590 --> 00:14:29.850 per song and then you change phones and you lose 00:14:29.850 --> 00:14:34.669 it all. You just, Spotify, I've got 1 ,800 songs 00:14:34.669 --> 00:14:36.389 on my like song playlist every time a new song 00:14:36.389 --> 00:14:38.409 comes on, like it, every now and then I get bored 00:14:38.409 --> 00:14:41.129 of my music and I go to discover and it just 00:14:41.129 --> 00:14:45.509 plays me songs I like. Amazon, same thing. Here's 00:14:45.509 --> 00:14:48.149 a shop and here's things other things people 00:14:48.149 --> 00:14:51.009 bought. People who like this also liked. Here's 00:14:51.009 --> 00:14:53.669 things we think you'll like. Much better than 00:14:53.669 --> 00:14:58.840 a shop. So, yeah. After the break we're gonna 00:14:58.840 --> 00:15:02.720 chat about what this would look like for a small 00:15:02.720 --> 00:15:06.399 business and how you can manage change. So we'll 00:15:06.399 --> 00:15:31.549 talk about that soon. How can a small business 00:15:31.549 --> 00:15:36.090 anticipate change? Million dollar question. People 00:15:36.090 --> 00:15:38.149 don't like change for starters, do they? No. 00:15:38.289 --> 00:15:39.970 The only people who like change are babies with 00:15:39.970 --> 00:15:43.610 a dirty nappy. Really. They don't really like 00:15:43.610 --> 00:15:45.649 it though, do they? Do they care? We fear change. 00:15:46.230 --> 00:15:48.490 We're wired to fear change. Yeah, no one wants 00:15:48.490 --> 00:15:50.710 to change. We're going to push against it. Yeah. 00:15:50.970 --> 00:15:52.289 If you're happy, why would you want to change? 00:15:52.950 --> 00:15:54.769 I think people that have made a lot of money 00:15:54.769 --> 00:15:57.710 have been able to predict or anticipate what's 00:15:57.710 --> 00:16:01.970 going on. It doesn't matter what industry you're 00:16:01.970 --> 00:16:04.250 in. If you can say, hey, here's a good solution 00:16:04.250 --> 00:16:06.289 or here's something that's changing and be at 00:16:06.289 --> 00:16:09.210 the front of that, you're going to do pretty 00:16:09.210 --> 00:16:12.730 well. Cryptocurrency is one of those. Regardless 00:16:12.730 --> 00:16:17.789 of whether it's a good investment or not, and 00:16:17.789 --> 00:16:19.070 there's a lot of people losing money and a lot 00:16:19.070 --> 00:16:21.610 of people making money, that if you were there 00:16:21.610 --> 00:16:23.929 at the start and gone, oh, that's not a bad idea. 00:16:24.029 --> 00:16:26.210 I believe in what that Bitcoin is trying to do. 00:16:26.379 --> 00:16:28.820 And you bought, I remember when they were 20 00:16:28.820 --> 00:16:31.419 bucks, 20 bucks, and you probably got 50 of them, 00:16:31.659 --> 00:16:34.139 whatever it was. I was like, that's all right. 00:16:34.179 --> 00:16:36.620 And I was like, no, I'll go down to video easy 00:16:36.620 --> 00:16:41.559 and buy some DVDs. Yeah, I don't know too much 00:16:41.559 --> 00:16:44.519 about that. But later on, I think they got to 00:16:44.519 --> 00:16:45.700 five thousand dollars and they're just going 00:16:45.700 --> 00:16:48.299 up and it's like, oh, put a few grand in there, 00:16:48.299 --> 00:16:52.279 because I know the people on the bandwagon are 00:16:52.279 --> 00:16:53.840 about to jump on. So there's some money to be 00:16:53.840 --> 00:16:56.340 made. But then once the initial thing sort of 00:16:56.340 --> 00:16:57.480 went, it's like, well, we'll go up. We'll go 00:16:57.480 --> 00:16:59.039 down. Who knows? We'll do what's not going to 00:16:59.039 --> 00:17:00.860 be. It's not a safe investment, you know, but 00:17:00.860 --> 00:17:03.600 if you're really just investing on speculation, 00:17:03.639 --> 00:17:08.039 so it's not a not a great idea. But it doesn't 00:17:08.039 --> 00:17:09.839 change the point if people say it coming and 00:17:09.839 --> 00:17:12.500 go, hey, this is going to happen. This is the 00:17:12.500 --> 00:17:15.380 next big thing. And they understand it. They 00:17:15.380 --> 00:17:18.339 research it. You get in there first. There's 00:17:18.339 --> 00:17:20.359 money to be made, but there's also an impact 00:17:20.359 --> 00:17:22.900 on the world. If you can find a new way to do 00:17:22.900 --> 00:17:25.079 something, if you can find a peg that doesn't 00:17:25.079 --> 00:17:27.759 break, for the clotheslines, you know, there's 00:17:27.759 --> 00:17:29.559 little problems people have if you can solve 00:17:29.559 --> 00:17:33.160 them. If you're on the train track, if you stand 00:17:33.160 --> 00:17:35.640 still, crouch down and listen to the train track, 00:17:36.180 --> 00:17:39.420 listen for the train coming. Yeah. Great example. 00:17:39.940 --> 00:17:44.269 Okay, here comes a tidal wave of change. let's 00:17:44.269 --> 00:17:46.289 be ahead of that bell curve and we know the bell 00:17:46.289 --> 00:17:48.029 curve is normally going to be early adopters 00:17:48.029 --> 00:17:50.650 early majority majority and then you'll have 00:17:50.650 --> 00:17:52.609 the people that don't get a mobile phone because 00:17:52.609 --> 00:17:55.630 until the phone the old dial phone doesn't work 00:17:55.630 --> 00:17:58.769 anymore you you want to be sort of that early 00:17:58.769 --> 00:18:01.470 majority and if you haven't seen those early 00:18:01.470 --> 00:18:03.890 adopters starting to do what they're doing you 00:18:03.890 --> 00:18:07.509 haven't been listening yeah correct so you've 00:18:07.509 --> 00:18:09.579 got to listen to your customers That's right. 00:18:10.700 --> 00:18:13.039 So something that everyone can do is get feedback 00:18:13.039 --> 00:18:15.000 and people are afraid to ask for feedback for 00:18:15.000 --> 00:18:17.339 whatever reason. But if it's bad, you probably 00:18:17.339 --> 00:18:18.920 want to know about it so you can do something. 00:18:19.059 --> 00:18:21.220 But people don't mind things bad, things happening. 00:18:21.440 --> 00:18:23.539 They mind if you don't care or don't know anything 00:18:23.539 --> 00:18:27.140 about it. But most things, if something bad happens, 00:18:27.220 --> 00:18:28.980 you can fix it and then stop it happening again. 00:18:30.000 --> 00:18:32.910 In the same respect, you can. Ask your customers, 00:18:33.150 --> 00:18:36.869 what do you want? If VideoEasy, BlockBus or any 00:18:36.869 --> 00:18:39.390 video company said, hey guys, what do you want? 00:18:39.730 --> 00:18:41.589 Probably everyone would have said less fees, 00:18:41.970 --> 00:18:44.690 less late fees. And if they figured out a solution 00:18:44.690 --> 00:18:48.029 to that, they would have been in a better position. 00:18:49.809 --> 00:18:51.190 They probably would have been much more likely 00:18:51.190 --> 00:18:55.089 to change their business model. But they weren't. 00:18:55.569 --> 00:18:58.089 And, you know, it can be like electricians now. 00:18:58.369 --> 00:19:02.269 So, you know, Tesla, there's batteries. There's 00:19:02.269 --> 00:19:04.670 solar panels for your roofs like tiles, solar 00:19:04.670 --> 00:19:08.269 tiles. There's electric cars and you need your 00:19:08.269 --> 00:19:12.029 charger installed. There's smart homes, smart 00:19:12.029 --> 00:19:16.069 lights, all this stuff. And the early adopters 00:19:16.069 --> 00:19:19.529 or the early majority evens probably getting 00:19:19.529 --> 00:19:21.549 to that stage for some of that are saying, we 00:19:21.549 --> 00:19:24.549 want this. But there's no electricians out there 00:19:24.549 --> 00:19:29.000 saying, we do smart homes. we are the smart home 00:19:29.000 --> 00:19:30.960 place. If you want a smart home, come to us and 00:19:30.960 --> 00:19:33.779 we'll install everything smart into your house. 00:19:34.079 --> 00:19:36.700 And I know people would pay for that, but there's 00:19:36.700 --> 00:19:39.059 not a lot of businesses going that way. So if 00:19:39.059 --> 00:19:41.319 electricians were asking the customers, what 00:19:41.319 --> 00:19:43.440 would you like? Oh yeah, we're wiring in your 00:19:43.440 --> 00:19:46.079 oven, but what else would you like? Tell me about 00:19:46.079 --> 00:19:49.359 this. They'd probably hear that this other stuff's 00:19:49.359 --> 00:19:51.039 happening and maybe we should look into this. 00:19:51.039 --> 00:19:52.400 Maybe we want to incorporate into a business. 00:19:52.480 --> 00:19:54.400 Maybe we don't. It doesn't matter, but yeah, 00:19:54.539 --> 00:19:56.299 customers are definitely the first port of call 00:19:56.299 --> 00:19:59.329 to. Find out what's gonna happen in the future. 00:19:59.869 --> 00:20:01.369 And the other thing is just your industry You've 00:20:01.369 --> 00:20:03.009 got trade shows and you know, you've got to be 00:20:03.009 --> 00:20:04.630 interested if you're in your business and you're 00:20:04.630 --> 00:20:06.069 sitting there not paying attention to anything 00:20:06.069 --> 00:20:08.069 Yeah, you're definitely gonna get overtaken by 00:20:08.069 --> 00:20:11.730 someone Google Google. Yeah, it's pretty pretty 00:20:11.730 --> 00:20:15.430 easy to To find out the trends like we always 00:20:15.430 --> 00:20:17.289 used to do it in heating and cooling when I was 00:20:17.289 --> 00:20:19.930 sales and marketing for them Yes, you look at 00:20:19.930 --> 00:20:22.509 what's happening in Europe. Yep Europe were ten 00:20:22.509 --> 00:20:24.410 years ahead of Australia and Australia was five 00:20:24.410 --> 00:20:27.640 years ahead of Tasmania. Yes So what's trending 00:20:27.640 --> 00:20:30.039 in Europe right now, let's just put that in our 00:20:30.039 --> 00:20:31.579 back pocket because we know eventually that's 00:20:31.579 --> 00:20:34.099 going to be cost -effective to do here. Hydronic 00:20:34.099 --> 00:20:37.640 heating. In -slab heating became the thing. How 00:20:37.640 --> 00:20:40.049 are we heating the water? to pump through your 00:20:40.049 --> 00:20:43.289 slaps. So be ahead of the game, and it's not 00:20:43.289 --> 00:20:44.730 that hard to do that anymore. You don't have 00:20:44.730 --> 00:20:46.529 to travel to Europe to find out what the trends 00:20:46.529 --> 00:20:49.990 are. You just Skype into a supplier over there, 00:20:50.009 --> 00:20:52.910 or even just Google some companies. Well, it's 00:20:52.910 --> 00:20:54.690 interesting you say, hydronic heating, because 00:20:54.690 --> 00:20:57.509 we do Google Ads for a company, and we were advertising 00:20:57.509 --> 00:20:59.109 something different, and hydronic heating came 00:20:59.109 --> 00:21:01.410 up. I said, well, what about hydronic heating? 00:21:01.529 --> 00:21:02.970 They're like, oh, we don't do that. I said, well, 00:21:03.089 --> 00:21:05.309 gee, a lot of people are searching for it. They're 00:21:05.309 --> 00:21:07.880 like, really? And they didn't know because they 00:21:07.880 --> 00:21:09.599 didn't advertise it, so they would have no idea. 00:21:09.619 --> 00:21:11.640 And just through the fact that we were paying 00:21:11.640 --> 00:21:13.240 attention to what customers were looking for 00:21:13.240 --> 00:21:16.420 on Google, going, gee, this market's actually 00:21:16.420 --> 00:21:20.220 pretty big. So yeah, just do your research, pay 00:21:20.220 --> 00:21:23.759 attention. So let's just say someone stumbled 00:21:23.759 --> 00:21:27.819 upon something that is a good idea to change 00:21:27.819 --> 00:21:31.549 for. How do they do that? How do they implement 00:21:31.549 --> 00:21:34.150 that change into their business? Maybe we'll 00:21:34.150 --> 00:21:35.630 just go back a step first, because we're talking 00:21:35.630 --> 00:21:38.809 about change as far as the next big idea. But 00:21:38.809 --> 00:21:41.890 you've got changes in, we're going to put a new 00:21:41.890 --> 00:21:43.890 system at work today, or we're going to change 00:21:43.890 --> 00:21:45.410 the layout of our office. We're going to move 00:21:45.410 --> 00:21:48.930 to zero. Change our accounting system. We're 00:21:48.930 --> 00:21:50.410 going to stop using paper in our office and we're 00:21:50.410 --> 00:21:55.349 going to do things digitally. That's all change. 00:21:56.050 --> 00:21:58.349 It's probably a much bigger issue for most businesses. 00:21:58.710 --> 00:21:59.970 Being able to change your direction is good, 00:22:00.029 --> 00:22:01.329 but if you've got a good direction and you're 00:22:01.329 --> 00:22:03.029 paying attention, you don't need change, it's 00:22:03.029 --> 00:22:06.009 fine. But yeah, how do you put something in place? 00:22:06.349 --> 00:22:08.450 Well, staff members say, hey, this is a good 00:22:08.450 --> 00:22:09.990 idea, let's try this. How do you actually get 00:22:09.990 --> 00:22:11.950 people on board and how do you do that? Positive 00:22:11.950 --> 00:22:13.809 change versus negative change as well. Yeah, 00:22:14.049 --> 00:22:19.450 not all change is good. So how can you do change? 00:22:20.799 --> 00:22:22.779 How can you change? Well, just stop doing what 00:22:22.779 --> 00:22:25.960 you're doing and do something else. Make it somebody 00:22:25.960 --> 00:22:29.319 else's idea. Yeah, if you've got a team, then 00:22:29.319 --> 00:22:30.940 you don't necessarily need to tell people what 00:22:30.940 --> 00:22:33.440 to do. Yeah, but getting them on board and saying, 00:22:33.500 --> 00:22:36.180 hey, what do you think about this? Because if 00:22:36.180 --> 00:22:38.059 you tell someone, we're going to change this 00:22:38.059 --> 00:22:40.180 way, you're going to get immediate pushback. 00:22:40.819 --> 00:22:42.759 Especially if you've marked them up before. Yeah. 00:22:43.319 --> 00:22:45.039 Whereas if someone comes to you with the idea, 00:22:45.279 --> 00:22:49.700 maybe a employee -led... initiative. If you can 00:22:49.700 --> 00:22:53.680 seed that based on conversations, based on lunchroom 00:22:53.680 --> 00:22:56.380 conversations, based on meetings or what have 00:22:56.380 --> 00:22:59.099 you, generally people are more open to change 00:22:59.099 --> 00:23:02.259 if they feel like they're engaged in it or it's 00:23:02.259 --> 00:23:04.819 their idea. You might have the greatest idea 00:23:04.819 --> 00:23:08.059 for change and it'd be the world -breaking change 00:23:08.059 --> 00:23:11.380 for your company. Let someone else take the credit 00:23:11.380 --> 00:23:13.539 for it. Yeah. Does it really matter who gets 00:23:13.539 --> 00:23:15.839 credit for it? No. End of the day, it doesn't 00:23:15.839 --> 00:23:20.490 really matter. But yeah, so how else can you 00:23:20.490 --> 00:23:23.250 get people to change? I think getting people 00:23:23.250 --> 00:23:25.869 on board is the number one. So some people need 00:23:25.869 --> 00:23:29.930 to be in charge to be on board. They need to 00:23:29.930 --> 00:23:31.390 feel like, yeah, this is my idea. I'm going to 00:23:31.390 --> 00:23:33.410 take credit to be on board. There needs to be 00:23:33.410 --> 00:23:36.430 a need for change. If you're comfortable, you 00:23:36.430 --> 00:23:38.829 don't feel like you need to change. Yeah. I'm 00:23:38.829 --> 00:23:42.569 coasting along. This is good. Why should I change? 00:23:43.029 --> 00:23:44.930 Yeah, I think number one thing with change is 00:23:44.930 --> 00:23:47.990 you need to be uncomfortable So always be uncomfortable 00:23:47.990 --> 00:23:50.690 because change is uncomfortable. So as an organization 00:23:50.690 --> 00:23:54.589 you want people to always feel uncomfortable 00:23:54.589 --> 00:23:57.069 There's always a step. There's always something 00:23:57.069 --> 00:23:59.349 we can get into this now. We're not doing things 00:23:59.349 --> 00:24:01.509 perfect Like we've got to get better. We've got 00:24:01.509 --> 00:24:03.589 to be better. We've got to do something different 00:24:03.589 --> 00:24:05.089 We've got to be ahead of these people. We've 00:24:05.089 --> 00:24:06.789 got to change the world. Whatever it is You've 00:24:06.789 --> 00:24:09.049 got to be uncomfortable the status quo and you 00:24:09.049 --> 00:24:12.269 know have that as your culture in the business. 00:24:13.869 --> 00:24:15.430 But getting people on, going back to getting 00:24:15.430 --> 00:24:18.269 people on board, well, how do you do that? It's 00:24:18.269 --> 00:24:20.250 got to be in the greater good, you know? So why 00:24:20.250 --> 00:24:21.869 do people not want to change? Well, I'm comfortable, 00:24:21.930 --> 00:24:23.529 I've learnt this, I know what I'm doing, I'm 00:24:23.529 --> 00:24:25.369 reasonably confident, I'm coming to work, I'm 00:24:25.369 --> 00:24:27.529 doing my thing, like... I really like my job. 00:24:27.950 --> 00:24:30.289 Yeah. I've used it my whole life. Yeah, yeah, 00:24:30.410 --> 00:24:33.190 accounting systems. Yeah, my mother -in -law 00:24:33.190 --> 00:24:35.269 has done accounting systems for a lot of different 00:24:35.269 --> 00:24:37.089 businesses. OK. And she's always worked with 00:24:37.089 --> 00:24:40.119 my job. And it took years. to get her across 00:24:40.119 --> 00:24:42.160 to zero. When did she change? About two years 00:24:42.160 --> 00:24:45.700 ago. Oh wow. Flipped over to zero. She hung on. 00:24:46.220 --> 00:24:49.839 Biggest advocate for zero now. Zero is the greatest 00:24:49.839 --> 00:24:51.559 thing since last breath. She probably would have 00:24:51.559 --> 00:24:53.400 been told about zero 10 years ago too. Absolutely. 00:24:54.819 --> 00:24:57.660 But yeah, you've got to understand that people 00:24:57.660 --> 00:24:59.740 have different priorities, so getting people 00:24:59.740 --> 00:25:02.140 on board, well this is what we're doing, this 00:25:02.140 --> 00:25:04.460 is why we're doing it, and this is what it's 00:25:04.460 --> 00:25:07.660 going to look like. Just like recruiting a person. 00:25:08.339 --> 00:25:10.839 What's in it for you? Just like getting a client. 00:25:10.900 --> 00:25:13.720 What's in it for the client? The change is this. 00:25:13.819 --> 00:25:15.400 We are doing it because we've got all these problems. 00:25:15.519 --> 00:25:17.200 So if you've got an organisation that wants to 00:25:17.200 --> 00:25:20.400 do good things for the customer, well change 00:25:20.400 --> 00:25:24.500 should be easy if it's client focused. We're 00:25:24.500 --> 00:25:27.380 doing this because these issues will go away 00:25:27.380 --> 00:25:30.000 and these good results will happen. People will 00:25:30.000 --> 00:25:33.400 probably be on board. Yeah. If you've got a business 00:25:33.400 --> 00:25:35.539 where people don't care about the clients and 00:25:35.539 --> 00:25:37.160 they just care about what's easiest for them. 00:25:38.040 --> 00:25:40.079 You probably need to be working on that a little 00:25:40.079 --> 00:25:43.859 bit, definitely, but you can probably say, this 00:25:43.859 --> 00:25:46.440 is what we're changing. This is the problem you 00:25:46.440 --> 00:25:49.220 have with it at the moment. You've told us all 00:25:49.220 --> 00:25:51.420 these things you don't like, and this is going 00:25:51.420 --> 00:25:53.180 to make your life better. It'll be pretty stupid 00:25:53.180 --> 00:25:54.519 if you were changed to make their life worse. 00:25:55.000 --> 00:25:56.519 So if you were changing something because it 00:25:56.519 --> 00:25:58.220 made your life better and everyone else's life 00:25:58.220 --> 00:26:02.069 worse, probably not the best solution. And I 00:26:02.069 --> 00:26:03.150 think that's where a lot of people go wrong. 00:26:03.150 --> 00:26:04.630 I tried to change that, no one got on board. 00:26:04.789 --> 00:26:05.730 Yeah, well, because you're trying to change someone 00:26:05.730 --> 00:26:07.930 to make your life better and no one else's. And 00:26:07.930 --> 00:26:10.009 you didn't communicate? Yeah. Well, yeah, sorry, 00:26:10.089 --> 00:26:11.890 that could be it too. It was good for them, but 00:26:11.890 --> 00:26:13.809 you didn't communicate that or you didn't communicate 00:26:13.809 --> 00:26:15.869 that in the right way. Comes down to at the end 00:26:15.869 --> 00:26:17.869 of the day, you got to sell the change. Yeah. 00:26:18.410 --> 00:26:21.630 Everything's sales. Everything's sales. Yeah. 00:26:22.089 --> 00:26:24.940 Doesn't seem so scary. So like talking about 00:26:24.940 --> 00:26:26.779 change, when we talk about it like that, it's 00:26:26.779 --> 00:26:28.579 just like, well, you've got to do it for the 00:26:28.579 --> 00:26:31.799 survival of your business. So that's the issue. 00:26:31.799 --> 00:26:34.480 That's kind of like what I'm getting. Well, I 00:26:34.480 --> 00:26:37.700 think when do people change? It's interesting 00:26:37.700 --> 00:26:41.559 to use the word survival because that's the main 00:26:41.559 --> 00:26:44.259 reason people change. So if people things are 00:26:44.259 --> 00:26:47.400 perfect, no one will change. If something awesome 00:26:47.400 --> 00:26:50.279 could happen. Generally, people still won't change. 00:26:50.920 --> 00:26:52.779 Something bad will happen, generally won't change. 00:26:52.940 --> 00:26:55.660 If something's really going to affect their world, 00:26:56.240 --> 00:26:59.420 they'll do everything they can to change. Be 00:26:59.420 --> 00:27:01.640 ahead of it. Sometimes people are like, you look 00:27:01.640 --> 00:27:03.960 at some shows, you look at things and they'll 00:27:03.960 --> 00:27:05.160 get threatened with their jobs if they don't 00:27:05.160 --> 00:27:08.039 do something, and then they do it. You go, gee, 00:27:08.200 --> 00:27:10.529 that's terrible management style. But literally 00:27:10.529 --> 00:27:13.269 for some people, that's the only thing that will 00:27:13.269 --> 00:27:15.029 make them change. But they're not going to leave 00:27:15.029 --> 00:27:17.269 and go somewhere else because they're too afraid, 00:27:17.289 --> 00:27:20.250 you know, they want that security. But you've 00:27:20.250 --> 00:27:23.029 got to be able to go think about it's the survival 00:27:23.029 --> 00:27:25.970 of the business or it's it's it's not just communicating. 00:27:27.549 --> 00:27:28.869 This is going to be better for us, it's going 00:27:28.869 --> 00:27:30.710 to be better for the clients, because some people 00:27:30.710 --> 00:27:32.750 still won't care. It's got to be literally this 00:27:32.750 --> 00:27:35.609 is if this doesn't happen, the world's over. 00:27:35.970 --> 00:27:39.970 What's in it for me? Yeah. So, for example, It 00:27:39.970 --> 00:27:42.730 could be if we put this new system in place into 00:27:42.730 --> 00:27:46.009 our business, our clients will get this, this, 00:27:46.029 --> 00:27:49.890 this. They'll get the best service they can get. 00:27:50.210 --> 00:27:52.849 If we don't do it, we're not going to have any 00:27:52.849 --> 00:27:54.470 clients in two years. No one's going to have 00:27:54.470 --> 00:27:58.490 any jobs. That's pretty scary. But we're not 00:27:58.490 --> 00:27:59.569 going to have that problem because we're going 00:27:59.569 --> 00:28:01.369 to put this in place. We're all going to get 00:28:01.369 --> 00:28:03.750 on board and we're going to do it. There's lots 00:28:03.750 --> 00:28:05.569 of different ways to frame things. And if you've 00:28:05.569 --> 00:28:07.609 got the right people in your organization as 00:28:07.609 --> 00:28:12.759 a business owner, You can vet people at the recruitment 00:28:12.759 --> 00:28:15.819 stage. How do you cope with change? Ask the right 00:28:15.819 --> 00:28:17.960 questions. Yeah, as part of your culture, you 00:28:17.960 --> 00:28:20.519 need to be making sure that people feel, we talked 00:28:20.519 --> 00:28:22.339 before in other podcasts about various things, 00:28:22.440 --> 00:28:24.240 but if people feel supported, they feel confident, 00:28:24.660 --> 00:28:26.720 they feel like they're part of the team, change 00:28:26.720 --> 00:28:29.839 shouldn't be an issue. It's where people are 00:28:29.839 --> 00:28:32.319 not part of the team. They don't feel confident. 00:28:32.420 --> 00:28:34.579 They feel like they're protecting their job or 00:28:34.579 --> 00:28:37.869 they... don't they're not appreciated well they're 00:28:37.869 --> 00:28:39.289 going to do the least they're going to do the 00:28:39.289 --> 00:28:41.089 easiest thing for them and that change is going 00:28:41.089 --> 00:28:44.789 to be a huge issue so sometimes change is really 00:28:44.789 --> 00:28:47.089 complicated but it's not the change it's the 00:28:47.089 --> 00:28:52.769 issue it's everything else what would be one 00:28:52.769 --> 00:28:55.569 piece of advice that you give to a business facing 00:28:55.569 --> 00:29:01.990 change at the moment change do it relax yeah 00:29:02.380 --> 00:29:04.359 It's not as scary as you think it's going to 00:29:04.359 --> 00:29:06.180 be. The anticipation of the event is going to 00:29:06.180 --> 00:29:10.859 be bigger than the event itself. It's true. Like 00:29:10.859 --> 00:29:14.220 anything. Once you acknowledge you need change, 00:29:14.859 --> 00:29:22.059 do it. And then deal with it. Because the consequences 00:29:22.059 --> 00:29:24.220 of not changing in an environment like we're 00:29:24.220 --> 00:29:27.920 in, have been in for the last 24 months, can 00:29:27.920 --> 00:29:31.500 be fatal for a business. And if you're a business 00:29:31.500 --> 00:29:34.190 that decides that, yes, I'm not gonna let people 00:29:34.190 --> 00:29:37.529 work from home or I'm just gonna put my feet 00:29:37.529 --> 00:29:39.210 in the mud and say, we've always done it this 00:29:39.210 --> 00:29:41.509 way. Well, doing the same thing and expecting 00:29:41.509 --> 00:29:43.609 different results is the definition of insanity, 00:29:43.750 --> 00:29:46.170 so. Smart man said that apparently. Very, very 00:29:46.170 --> 00:29:49.130 clever chap, I believe. It's the Einstein. Yeah, 00:29:49.130 --> 00:29:52.589 and I think, well, everyone has a local town. 00:29:52.990 --> 00:29:54.930 Even if you're in a big city, it's a local suburb 00:29:54.930 --> 00:29:57.069 and whatnot. And you've got the same sort of 00:29:57.069 --> 00:29:59.460 types of shops in there. city center complaining 00:29:59.460 --> 00:30:01.700 no one goes in there anymore and it's dead and 00:30:01.700 --> 00:30:03.720 it's this and it's that and that their shops 00:30:03.720 --> 00:30:05.940 are empty and blah blah blah and they should 00:30:05.940 --> 00:30:07.660 have free parking or this that and the other 00:30:07.660 --> 00:30:10.859 to get people back into their shops but when 00:30:10.859 --> 00:30:12.599 you look at it and you think about it what are 00:30:12.599 --> 00:30:15.000 those shops doing differently or good nothing 00:30:15.000 --> 00:30:16.980 they're literally just complaining because no 00:30:16.980 --> 00:30:18.299 one walks past their shop and that's the only 00:30:18.299 --> 00:30:20.200 thing their business had good was foot traffic 00:30:20.200 --> 00:30:22.759 of people walking past the shop they don't go 00:30:22.759 --> 00:30:26.099 oh maybe if i did something to get people in 00:30:26.099 --> 00:30:28.769 my shop Like Harvey Norman, they have the photo 00:30:28.769 --> 00:30:34.869 center, foot traffic. They're not going, how 00:30:34.869 --> 00:30:37.450 can we change this around? Like maybe if I had 00:30:37.450 --> 00:30:40.430 all my products on a web store, like online shop, 00:30:40.650 --> 00:30:42.190 maybe people don't buy it online, but they can 00:30:42.190 --> 00:30:44.170 see from home if I've got what they want and 00:30:44.170 --> 00:30:46.049 got things that I like, which is way more convenient. 00:30:46.289 --> 00:30:48.410 And then they want it straight away, they'll 00:30:48.410 --> 00:30:51.720 come down. No brainer, right? But no, it's too 00:30:51.720 --> 00:30:53.400 hard. Someone is going to sit here and complain 00:30:53.400 --> 00:30:56.740 and talk to the local chamber of commerce. And 00:30:56.740 --> 00:30:59.220 we're going to do what we can do to try to boost 00:30:59.220 --> 00:31:01.559 the numbers up in town. But they're not looking 00:31:01.559 --> 00:31:05.160 at their business and how they can change. They're 00:31:05.160 --> 00:31:07.059 not listening to the customer either. Yeah. So 00:31:07.059 --> 00:31:08.859 then you've got COVID come through, which is 00:31:08.859 --> 00:31:12.819 why I was talking about this. And these stores 00:31:12.819 --> 00:31:15.859 have disappeared because they couldn't, they 00:31:15.859 --> 00:31:20.160 had no fat. They were just hanging on, not changing. 00:31:20.410 --> 00:31:22.789 something bad happens, and they can't change. 00:31:23.390 --> 00:31:24.730 For some of them, though, it was really good. 00:31:24.869 --> 00:31:26.630 They had a bit of savings or whatever, and then 00:31:26.630 --> 00:31:28.029 they've had to do this other stuff. They've been 00:31:28.029 --> 00:31:29.869 forced to do online stores, and they're like 00:31:29.869 --> 00:31:31.970 the best businesses. Like, I can't believe I 00:31:31.970 --> 00:31:34.349 didn't do this before. Like your mother -in -law, 00:31:34.490 --> 00:31:39.609 or your mother, zero, right? So sometimes that's 00:31:39.609 --> 00:31:41.690 the drastic action that forces the change. People 00:31:41.690 --> 00:31:45.829 have to change. Yeah, that's good. Are there 00:31:45.829 --> 00:31:49.029 any key takeaway points that you would, like 00:31:49.029 --> 00:31:51.869 we've talked about? you know, what advice, but 00:31:51.869 --> 00:31:54.390 if you could put it down into a small ball and 00:31:54.390 --> 00:31:58.849 just give it to someone, just... If you struggle 00:31:58.849 --> 00:32:01.089 with change, you've got to number one, look back 00:32:01.089 --> 00:32:02.609 at what you're doing in your business and take 00:32:02.609 --> 00:32:04.109 a look at yourself. If you're a business owner 00:32:04.109 --> 00:32:06.549 as a leader and you're not doing things right, 00:32:07.150 --> 00:32:09.269 if people won't try things, if they won't do 00:32:09.269 --> 00:32:11.970 things, if they don't want to improve, you've 00:32:11.970 --> 00:32:13.369 got to look elsewhere. You can't just say it's 00:32:13.369 --> 00:32:15.450 a problem of change. How do I force people to 00:32:15.450 --> 00:32:18.680 do something? That's... not going to work long 00:32:18.680 --> 00:32:21.880 term. You can crack the whip, you can bribe them, 00:32:21.960 --> 00:32:23.380 you can do whatever, but you don't want to be 00:32:23.380 --> 00:32:24.519 bribing people every time. You don't want to 00:32:24.519 --> 00:32:26.099 be cracking the whip every time. You've got to 00:32:26.099 --> 00:32:27.519 look at yourself and go, well, what's wrong with 00:32:27.519 --> 00:32:29.000 my business? What's wrong with my culture? What's 00:32:29.000 --> 00:32:32.859 wrong with my model? Why aren't people doing 00:32:32.859 --> 00:32:35.119 what we need to be doing as a business to have 00:32:35.119 --> 00:32:39.359 happy clients? So you've got to reflect a fair 00:32:39.359 --> 00:32:41.519 bit as a leader and just go, well, what's going 00:32:41.519 --> 00:32:42.960 wrong with business? And talk to people. We always 00:32:42.960 --> 00:32:44.140 say talk to people. We talk to people and say, 00:32:44.259 --> 00:32:45.700 yeah, I'm having these problems. What's going 00:32:45.700 --> 00:32:48.660 on? But don't just pick the one that sounds like 00:32:48.660 --> 00:32:51.940 the one that you thought was good advice. Yeah 00:32:51.940 --> 00:32:53.400 I was thinking that so yeah I'll do that because 00:32:53.400 --> 00:32:56.640 you said it too. The hard thing I think from 00:32:56.640 --> 00:32:59.400 a business owner or anyone really is to be self 00:32:59.400 --> 00:33:03.299 -critical and look at okay every idea I come 00:33:03.299 --> 00:33:05.359 up with is the greatest idea in the world until 00:33:05.359 --> 00:33:08.279 I talk to my wife. Don't be an idiot or I talk 00:33:08.279 --> 00:33:10.660 to you and you go don't be a moron that's not 00:33:10.660 --> 00:33:14.180 going to work. It might be fair, but it might 00:33:14.180 --> 00:33:15.519 be the other way around, too. You might talk 00:33:15.519 --> 00:33:18.259 to your partner and they'll always say, oh, that's 00:33:18.259 --> 00:33:20.519 a bit risky. That's not a good person to listen 00:33:20.519 --> 00:33:22.720 to, you know, because priorities are different. 00:33:22.920 --> 00:33:24.900 Sometimes you want to save house, you know, kids 00:33:24.900 --> 00:33:27.619 to go, whatever. So probably not the person to 00:33:27.619 --> 00:33:29.640 be talking to about risking a whole bunch of 00:33:29.640 --> 00:33:34.380 money to make some more money. So I think the 00:33:34.380 --> 00:33:37.480 second thing in summary is being unhappy with 00:33:37.480 --> 00:33:40.240 your situation. It's not been like we talked 00:33:40.240 --> 00:33:43.339 about gratitude earlier in another podcast. And 00:33:43.339 --> 00:33:45.980 I'm not saying don't do that. Definitely do that. 00:33:46.279 --> 00:33:48.119 But you need to be going, well, how can we do 00:33:48.119 --> 00:33:50.519 what we do better? How are our clients having 00:33:50.519 --> 00:33:53.619 a bad experience? What else should we be doing 00:33:53.619 --> 00:33:58.640 for our clients? Also, how are our direct competitors 00:33:58.640 --> 00:34:02.660 having clients having a bad experience? Because 00:34:02.660 --> 00:34:05.900 the reason you get clients is because they've 00:34:05.900 --> 00:34:08.380 tried somewhere else. When you started business 00:34:08.380 --> 00:34:10.039 abundance, it was like, OK, this is the way everyone 00:34:10.039 --> 00:34:13.500 else is doing it. Let's not do that. I didn't 00:34:13.500 --> 00:34:15.059 set out to do the opposite. I was like, okay, 00:34:15.119 --> 00:34:18.199 well, the problems people have is that they can't 00:34:18.199 --> 00:34:23.159 talk to someone who either cares or has the opportunity 00:34:23.159 --> 00:34:28.360 to care or the skills. So if you wanted business 00:34:28.360 --> 00:34:31.340 advice, you had to go through a whole bunch of 00:34:31.340 --> 00:34:34.000 steps and investment and you didn't know whether 00:34:34.000 --> 00:34:37.019 it was good or bad. If you had an accountant, 00:34:37.500 --> 00:34:39.650 you'd do your... normal stuff, you might ask 00:34:39.650 --> 00:34:41.289 questions, you might not, but there's a bit of 00:34:41.289 --> 00:34:43.769 a paywall in between and definitely a time lag. 00:34:45.110 --> 00:34:47.730 When marketing, people are selling individual 00:34:47.730 --> 00:34:50.230 types of marketing, but they're not sitting back 00:34:50.230 --> 00:34:52.670 and going, well, yeah, we could do that and that 00:34:52.670 --> 00:34:54.389 would be good. But if we did this completely 00:34:54.389 --> 00:34:56.650 other thing, that's going to be the biggest impact. 00:34:57.090 --> 00:35:00.769 Let's just do that. Because you're too busy selling 00:35:00.769 --> 00:35:02.610 a website to redesign or you're too busy selling 00:35:02.610 --> 00:35:06.639 Facebook or whatever it is that you do. for us 00:35:06.639 --> 00:35:09.340 it was looking at okay well the business owner 00:35:09.340 --> 00:35:11.199 is our client the problem they have is they don't 00:35:11.199 --> 00:35:15.340 know who to talk to and they want someone that 00:35:15.340 --> 00:35:17.659 they can trust they can talk to that will help 00:35:17.659 --> 00:35:20.039 them so that's what we do as a business they 00:35:20.039 --> 00:35:22.559 can talk to us we're available and we will help 00:35:22.559 --> 00:35:26.039 them if we don't know what to do we will we know 00:35:26.039 --> 00:35:27.579 what the problem is and we probably know people 00:35:27.579 --> 00:35:29.300 that can help them we can point them in the right 00:35:29.300 --> 00:35:31.739 direction But we're not trying to sell them whatever 00:35:31.739 --> 00:35:34.699 it is that we do just because they clicked on 00:35:34.699 --> 00:35:36.840 an ad or we're hunting them down trying to say, 00:35:36.960 --> 00:35:39.619 do this with us because it's great. That's one 00:35:39.619 --> 00:35:42.639 of the things that led Jay and I to start playing 00:35:42.639 --> 00:35:45.500 black was you look at a whole heap of people 00:35:45.500 --> 00:35:48.119 selling what they want to sell to people instead 00:35:48.119 --> 00:35:50.019 of listening for the solution that the client 00:35:50.019 --> 00:35:54.019 requires. Yeah, we need help with this. So can 00:35:54.019 --> 00:35:55.539 you help us with that? Yes, we can help you with 00:35:55.539 --> 00:35:57.619 that. If we can't help you, it's okay for us 00:35:57.619 --> 00:35:59.800 to handball you to somebody else and build a 00:35:59.800 --> 00:36:02.000 community of service providers. Yeah, so some 00:36:02.000 --> 00:36:04.519 would say that we change by because of COVID 00:36:04.519 --> 00:36:06.960 working from home or it's not because of, it's 00:36:06.960 --> 00:36:09.940 just that was always the plan because it's flexible. 00:36:10.019 --> 00:36:11.880 People want freedom. People working for me want 00:36:11.880 --> 00:36:13.980 freedom. They want opportunity. So the only way 00:36:13.980 --> 00:36:15.539 we can do that is say you work from wherever 00:36:15.539 --> 00:36:17.099 you want. If you want to go working, get an office. 00:36:17.420 --> 00:36:19.760 No, no worries. That's fine. You know, half my 00:36:19.760 --> 00:36:23.460 house is an office suite now. So, you know, you 00:36:23.460 --> 00:36:27.599 can make that happen how you want. But we're 00:36:27.599 --> 00:36:30.000 listening to our clients. They want good service. 00:36:30.099 --> 00:36:32.739 They want it to be, I don't have to drive across 00:36:32.739 --> 00:36:35.079 town, find a car park, sit at a reception for 00:36:35.079 --> 00:36:37.940 10 minutes, meet with you, talk about true the 00:36:37.940 --> 00:36:41.099 fat for half an hour, and then get some advice. 00:36:41.159 --> 00:36:43.119 Then you write it down, send it to me. Then I've 00:36:43.119 --> 00:36:44.559 got to go back to my car and go home, and now 00:36:44.559 --> 00:36:46.199 I've wasted an afternoon. I want to just ring 00:36:46.199 --> 00:36:49.679 up and say, the world's ending. What do you reckon? 00:36:51.179 --> 00:36:53.880 And you say, yeah, no, I'll be okay. Maybe you 00:36:53.880 --> 00:36:58.539 should just do this. And 30 seconds later, we're 00:36:58.539 --> 00:37:01.320 having a good day. That's what people want. So 00:37:01.320 --> 00:37:04.739 if we can always try to focus on making that 00:37:04.739 --> 00:37:06.780 service better, that's going to be a good change 00:37:06.780 --> 00:37:09.920 for our business. But breaking that back into 00:37:09.920 --> 00:37:15.380 your industry or X by Z, it's about going back 00:37:15.380 --> 00:37:19.940 to what Z said, ask your clients. Get a feedback 00:37:19.940 --> 00:37:21.739 form. What did you like? What didn't you like? 00:37:21.840 --> 00:37:23.800 What do you think we could do better? Like, I 00:37:23.800 --> 00:37:25.860 don't care. You're not bad mouthing us. Literally, 00:37:25.860 --> 00:37:27.699 we just want to know because if we can fix it, 00:37:27.699 --> 00:37:30.099 we're going to fix it. And that's within reason. 00:37:30.159 --> 00:37:31.679 Like if you're over the top of your service and 00:37:31.679 --> 00:37:33.380 you can't charge a fee, it's not a business model. 00:37:33.559 --> 00:37:36.460 So within the model. But if the client's always 00:37:36.460 --> 00:37:40.679 saying, oh, I need this particular question answered 00:37:40.679 --> 00:37:44.699 ASAP and you're taking a day to answer it. Well, 00:37:44.880 --> 00:37:48.599 can we do that as a business? Yes, no. No, we 00:37:48.599 --> 00:37:50.820 can't. Well, we need to make sure when we're 00:37:50.820 --> 00:37:53.880 getting a client, they know it is a 24 -hour 00:37:53.880 --> 00:37:56.440 response. Because then when they sign up, they 00:37:56.440 --> 00:37:58.599 agree, they're happy. It's when we're promising 00:37:58.599 --> 00:38:01.449 too much. Now, how do we change? Do we need a 00:38:01.449 --> 00:38:04.309 system to manage our inquiries and our questions 00:38:04.309 --> 00:38:06.050 to be able to get that response out fast? Do 00:38:06.050 --> 00:38:09.289 we need more people? Do we need a library or 00:38:09.289 --> 00:38:11.309 a database people can look at their, you know, 00:38:11.489 --> 00:38:13.010 search their thing and find the answer themselves? 00:38:13.090 --> 00:38:15.730 Like, how can you make that faster? That's change 00:38:15.730 --> 00:38:17.610 you should always be looking at doing. You're 00:38:17.610 --> 00:38:19.550 always going to have better outcomes if you under 00:38:19.550 --> 00:38:24.530 promise and over deliver. Yeah. Yeah. So maybe 00:38:24.530 --> 00:38:27.489 your retail, maybe if you sell televisions, right? 00:38:29.480 --> 00:38:32.139 What's the current situation? You buy a TV, you 00:38:32.139 --> 00:38:35.480 take it home, maybe you get it delivered, maybe 00:38:35.480 --> 00:38:40.139 you get it installed. That's traditional, but 00:38:40.139 --> 00:38:42.900 if you ask 20 people that bought a TV what service 00:38:42.900 --> 00:38:46.119 they would like, it might be very different. 00:38:46.440 --> 00:38:48.159 It might be, I know I want it set up straight 00:38:48.159 --> 00:38:50.639 away. Can I, when I get home, just ring you and 00:38:50.639 --> 00:38:52.000 you just guide me through it over the phone, 00:38:52.260 --> 00:38:55.340 which is more than possible. Does anyone do that? 00:38:56.000 --> 00:38:57.579 Maybe people do it if they get asked, but they 00:38:57.579 --> 00:39:00.909 don't offer it. I remember when I used to sell 00:39:00.909 --> 00:39:03.210 televisions, and it's talking about me, but it's 00:39:03.210 --> 00:39:06.489 just an industry, so I know, right? People would 00:39:06.489 --> 00:39:09.150 buy a $10 ,000 TV, which is a huge sale. They 00:39:09.150 --> 00:39:10.809 didn't want to wait till mid next week to have 00:39:10.809 --> 00:39:12.309 it delivered and installed by some delivery driver 00:39:12.309 --> 00:39:14.829 that doesn't actually know about TVs. They wanted 00:39:14.829 --> 00:39:17.610 it that night so they could watch the rugby. 00:39:18.639 --> 00:39:20.460 or they wanted it that night because they had 00:39:20.460 --> 00:39:22.000 friends coming around and they watched the movie 00:39:22.000 --> 00:39:24.719 from, you know, the video shop, whatever it was. 00:39:24.980 --> 00:39:26.579 There was a reason they were buying that TV and 00:39:26.579 --> 00:39:28.139 it wasn't so they could get it next week when 00:39:28.139 --> 00:39:31.420 the delivery guy to deliver it. And I just say, 00:39:31.679 --> 00:39:33.300 oh, I'm always after work, I come around and 00:39:33.300 --> 00:39:35.900 I set it up for you. And usually when I got there, 00:39:35.900 --> 00:39:37.460 they would have had it mostly set up and they're 00:39:37.460 --> 00:39:39.000 just like, oh, can you check it for me? And then 00:39:39.000 --> 00:39:40.800 they give me a drink and we have a bit of a chat 00:39:40.800 --> 00:39:42.079 and then I'll go and that was fine with me at 00:39:42.079 --> 00:39:43.860 the time, you know, but I made good commission 00:39:43.860 --> 00:39:46.519 on that too. So, but that as a business could 00:39:46.519 --> 00:39:50.090 have we had that where. the whole short store 00:39:50.090 --> 00:39:52.690 shut or even got paid an extra hour and they 00:39:52.690 --> 00:39:54.409 were offering clients, hey, do you want me to 00:39:54.409 --> 00:39:56.190 come around and check it for you? And I think 00:39:56.190 --> 00:39:59.309 if you bought a computer and then the next day 00:39:59.309 --> 00:40:01.369 someone rang you or went around and said, I just 00:40:01.369 --> 00:40:02.730 want to make sure you got it set up correctly, 00:40:03.170 --> 00:40:04.610 even if people didn't need it, you're going to 00:40:04.610 --> 00:40:05.869 get referrals, you're going to get recommendations, 00:40:06.050 --> 00:40:08.190 you're getting a level service. So it's about 00:40:08.190 --> 00:40:11.619 asking. your customers what do they want and 00:40:11.619 --> 00:40:13.940 being realistic enough not to go that they've 00:40:13.940 --> 00:40:16.320 been needy they've been demanding how can we 00:40:16.320 --> 00:40:19.059 implement that change and then having a team 00:40:19.059 --> 00:40:22.599 that's on the same page we're going to wrap this 00:40:22.599 --> 00:40:26.400 episode up so next episode we'll be chatting 00:40:26.400 --> 00:40:29.199 about how you create a community of support around 00:40:29.199 --> 00:40:34.690 your business and this is community that loves 00:40:34.690 --> 00:40:37.630 and is invested in your business and are not 00:40:37.630 --> 00:40:40.150 one -time customers. They're customers who are 00:40:40.150 --> 00:40:43.929 with you for your journey and the value in that 00:40:43.929 --> 00:40:54.070 is tribes. So essentially from a monetary point 00:40:54.070 --> 00:40:57.829 of view you're looking at not just one customer 00:40:57.829 --> 00:41:01.820 you're looking at ten times that customer. So 00:41:01.820 --> 00:41:03.739 we're just talking about how we can do that, 00:41:03.940 --> 00:41:05.860 or how you can do that, how you can implement 00:41:05.860 --> 00:41:08.280 some small little processes in your business, 00:41:08.739 --> 00:41:12.800 why you need to do it, and what your business 00:41:12.800 --> 00:41:14.739 will probably look like in 10 years time if you 00:41:14.739 --> 00:41:20.820 do do it. As always. If you have any questions 00:41:20.820 --> 00:41:23.119 about what we've talked about today, make sure 00:41:23.119 --> 00:41:25.239 to visit our website and book a catch up. You 00:41:25.239 --> 00:41:29.719 can visit our website at www .businessabundance 00:41:29.719 --> 00:41:32.699 .online. We'll look forward to chatting to you 00:41:32.699 --> 00:41:35.079 next time. Goodbye. So long. Bye.