WEBVTT - How Knocking Back An Employee Actually Paid Off (ft. April)

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<v Speaker 1>Hi, I'm Britney Saunders, and welcome to Big Business, the

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<v Speaker 1>place where business is far from boring. And today I'm

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<v Speaker 1>joined by a special guest, and this is a bonus episode.

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<v Speaker 1>I thought I would drag one of my OG employees

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<v Speaker 1>on the pod. Welcome April. Insert a massive applause.

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<v Speaker 2>Is this your first time ever being on a podcast?

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<v Speaker 3>Yes? Obviously.

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<v Speaker 2>How do you feel excited?

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<v Speaker 1>You listened to so many podcasts and now you're going

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<v Speaker 1>to be able to listen to your own episode.

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<v Speaker 3>I listen to all your podcast and now it's going

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<v Speaker 3>to be leaf my voice.

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<v Speaker 1>I thought it would be good to get April on

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<v Speaker 1>for a bonus episode because April has been with me

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<v Speaker 1>at Fate from what feels like the very beginning of Fate.

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<v Speaker 1>It wasn't technically you've been with me for over three years.

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<v Speaker 1>And I've said this before in a lot of my episodes,

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<v Speaker 1>but for me, like the first two issues of Fate,

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<v Speaker 1>I always see it as like a trial period. You know,

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<v Speaker 1>when I got my first little warehouse, but you were

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<v Speaker 1>there essentially when we first moved into that big building

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<v Speaker 1>where we had our Fate store downstairs and the office

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<v Speaker 1>was upstairs and the warehouse I feel like that's where

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<v Speaker 1>Fate began and that's where you came into the picture.

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<v Speaker 1>So it feels like you've been with me forever. And

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<v Speaker 1>one of the cool things is you have been with

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<v Speaker 1>me as Fate has grown.

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<v Speaker 2>Like when you came on board, it was.

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<v Speaker 1>We were really small, and then look where we are

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<v Speaker 1>now and you've seen it all. So I thought we

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<v Speaker 1>could start out by talking through your career journey at Fate.

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<v Speaker 1>Maybe give us a because I've got a little story

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<v Speaker 1>that I like telling too, but give us an overview

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<v Speaker 1>of what roles you've done in Fate over the last

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<v Speaker 1>three plus years.

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<v Speaker 3>Okay, So I applied for a role at Fate through

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<v Speaker 3>Seek as the social media assistant, but I actually didn't

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<v Speaker 3>get it, which.

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<v Speaker 2>Was so sad.

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<v Speaker 1>And I remember this was back when I was doing

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<v Speaker 1>all the interviewing and everything, and this was our first

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<v Speaker 1>time ever hiring someone to be a social media assistant

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<v Speaker 1>because for those first couple of years, it was just

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<v Speaker 1>me doing all the content. And we finally got to

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<v Speaker 1>that point where I was like, I think I'll get

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<v Speaker 1>someone to help. And we had I think five or

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<v Speaker 1>six of you come through on the one day and

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<v Speaker 1>we did back to back interviews all day in our office,

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<v Speaker 1>and I really liked you, and I really liked Kim,

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<v Speaker 1>who is also still with us, and so I liked

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<v Speaker 1>them both and I wanted to give them both the job,

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<v Speaker 1>but obviously we couldn't, and Kim ended up.

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<v Speaker 2>Getting the job and I got it over me.

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<v Speaker 1>I felt terrible, and I think the only thing that

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<v Speaker 1>really came down to it was Kim had a tiny

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<v Speaker 1>bit more experience in fashion. And the other thing was

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<v Speaker 1>that I was really scared about Not that you can

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<v Speaker 1>pick on someone for.

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<v Speaker 2>Where they lived, but April live lived and still.

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<v Speaker 1>Lives just over an hour away from our office, And

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<v Speaker 1>because I was so new to hiring, I remember thinking, oh,

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<v Speaker 1>she does live an hour away, Like, is she really

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<v Speaker 1>going to want to drive an hour there and an

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<v Speaker 1>hour home.

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<v Speaker 3>Three and a half years later, I'm still doing the

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<v Speaker 3>same I'm still doing the drive.

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<v Speaker 1>So we didn't give a that role, which was devastating,

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<v Speaker 1>but it kind of worked out for you what happened.

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<v Speaker 3>And then I didn't get the role, and then I

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<v Speaker 3>got an email saying, hey, we'd love to jump on

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<v Speaker 3>a call and offer you a different position. It's not

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<v Speaker 3>the position you wanted, but there is always room for progression.

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<v Speaker 3>And I actually got a warehouse assistant role packing orders

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<v Speaker 3>with AJ and it was honestly so fun.

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<v Speaker 1>And I still remember the day that I sent you

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<v Speaker 1>that email because I know in your interview you just

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<v Speaker 1>really wanted to work at Faith, like that was your

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<v Speaker 1>whole thing.

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<v Speaker 2>Is you just really want to work at Faith.

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<v Speaker 1>And then now this is again, we weren't packing that

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<v Speaker 1>many orders every day, but we're getting a little bit

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<v Speaker 1>busier and I thought, well, we could get someone else

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<v Speaker 1>in the warehouse. So then I emailed you and said, hey,

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<v Speaker 1>let's jump on a call. And I said, look, you

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<v Speaker 1>can say no to this job offer, but I wanted

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<v Speaker 1>to offer it to you anyway, and it's in the

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<v Speaker 1>warehouse and you were just like yes, yes, there was

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<v Speaker 1>no hesitation.

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<v Speaker 3>No. I feel like that's a great tip for anyone

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<v Speaker 3>that really wants to work somewhere. If you don't get

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<v Speaker 3>the job, send an email saying like, if any other

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<v Speaker 3>decisions do pop up, I'd love to.

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<v Speaker 2>Be considered considered. Yeah.

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<v Speaker 3>I sent that email, and then I was considered for

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<v Speaker 3>another role. And now look at me.

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<v Speaker 1>Now, so after you worked in the warehouse, how long

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<v Speaker 1>did you work there?

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<v Speaker 3>Honestly, not that long, probably a few months, and then

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<v Speaker 3>I started helping out doing the socials with Kim.

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<v Speaker 1>So then Kim's role kind of changed and she went

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<v Speaker 1>more into doing our email marketing and she took that

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<v Speaker 1>off me.

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<v Speaker 2>I was like, do you want to learn how to

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<v Speaker 2>do this, Kim? She's like sure.

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<v Speaker 3>So then April ended up doing the job that I

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<v Speaker 3>applied for anyway.

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<v Speaker 2>Exactly and it was only a few months down the track.

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<v Speaker 2>And then you did that for a while in our

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<v Speaker 2>socials team.

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<v Speaker 3>Yep, I did social media assistant, and then I got

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<v Speaker 3>Social Media coordinator and I did that for a few years,

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<v Speaker 3>like two years probably, and then I got the PR

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<v Speaker 3>and marketing role, which was so much fun, so working

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<v Speaker 3>with our influencers, planning events, our campaign shoots. And now

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<v Speaker 3>I am brand executive for Fritz, So just working with

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<v Speaker 3>Britt and helping her do all the fun stuff.

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<v Speaker 2>You're like my sidekick, a I'm the little sidekick.

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<v Speaker 1>One of the craziest things is like, you're obviously a

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<v Speaker 1>great example in our company of career progression. You know,

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<v Speaker 1>started in the warehouse and you've worked your way through

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<v Speaker 1>four different roles pretty much in three plus years. And

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<v Speaker 1>what's crazy is when you started with me, because fate

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<v Speaker 1>was so new and I still didn't know what I

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<v Speaker 1>was doing. Like I'm embarrassed to look back at myself then,

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<v Speaker 1>but I feel like that's all business owners, like you

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<v Speaker 1>just start out and learn along the way. I never

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<v Speaker 1>thought back then about career progression, Like that was not

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<v Speaker 1>a thought because our company was still so small, Like

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<v Speaker 1>I didn't even have that thought in my mind of all, oh,

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<v Speaker 1>one day, these these girls are going to build careers

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<v Speaker 1>with me. Like at that stage, it was really people

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<v Speaker 1>just coming to do jobs, you know. And it's just

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<v Speaker 1>been crazy to see over the last three to four years,

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<v Speaker 1>like how much a lot of you have really progressed.

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<v Speaker 1>And that's something that we're now so big on and

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<v Speaker 1>there's so much career progression in our company, and now

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<v Speaker 1>it's something that like I'm really passionate about, Like I

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<v Speaker 1>love seeing you girls kind of go from one role

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<v Speaker 1>to another and work your way up kind of thing,

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<v Speaker 1>and that's something that really excites me as a business owner.

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<v Speaker 1>So it's been really cool to see and to think

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<v Speaker 1>back to the beginning, and I never even thought that

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<v Speaker 1>you I'd have careers for people, and here we are

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<v Speaker 1>saying it's crazy. What's your favorite part about working at Fate?

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<v Speaker 3>Everything? And I'm not just saying that, but everything is

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<v Speaker 3>my favorite. We have the best team ever, we have

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<v Speaker 3>the best customers ever, we have the best brand values,

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<v Speaker 3>and we honestly just we work so hard, but we

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<v Speaker 3>have so much fun while doing it. And it literally

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<v Speaker 3>feels like I never work a day in my life

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<v Speaker 3>because I love what I do.

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<v Speaker 1>That's so good apes I feel like that's something that

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<v Speaker 1>a lot of people don't get to experience. And that's

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<v Speaker 1>one thing that I'm really proud of as a business owner,

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<v Speaker 1>is like I want to be able to provide people

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<v Speaker 1>with jobs that they genuinely do love.

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<v Speaker 2>And sure you might have some.

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<v Speaker 1>Days where you're like fuck or like this sucks, no,

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<v Speaker 1>you're shaking your hair.

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<v Speaker 3>I love it. Actually, I love my job, and I'm

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<v Speaker 3>so I know how lucky I am to be able

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<v Speaker 3>to say that it's a good thing.

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<v Speaker 2>Hey, I'm glad to be able to provide.

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<v Speaker 3>That to you.

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<v Speaker 2>Do you have a specific favorite memory.

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<v Speaker 3>I have a funny memory that I always I can

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<v Speaker 3>relate back on is when I worked in the warehouse

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<v Speaker 3>with Aj and we because we were so little, we

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<v Speaker 3>didn't even have barcodes on our product.

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<v Speaker 2>We were doing everything so wrong.

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<v Speaker 3>So wrong, so wrong, So we decided, let's put barcodes

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<v Speaker 3>on every single item in the warehouse. So it was

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<v Speaker 3>a Saturday. I came in on a Saturday and we

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<v Speaker 3>had to stick barcode labels on every single product in

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<v Speaker 3>the warehouse. And by the end of it, we were

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<v Speaker 3>literally he was in one aisle, I was in the other,

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<v Speaker 3>laying on the ground because we're dead. Just put it,

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<v Speaker 3>sticking these labels on, and we're like, oh my god,

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<v Speaker 3>it's pretty funny.

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<v Speaker 2>Wow. The fact that we ever did.

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<v Speaker 1>I know for all your business owners out there, you'll

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<v Speaker 1>get to a point if you do have physical products

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<v Speaker 1>where you'll need barkdes Because for those first few years

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<v Speaker 1>in our warehouse, we were just eyeballing everything. So customers

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<v Speaker 1>would order six things, you'd go and manually pick those

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<v Speaker 1>six things and then put them straight in the bag

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<v Speaker 1>without like scanning, and.

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<v Speaker 2>You'd just be checking it yourself.

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<v Speaker 1>Whereas it's obviously you don't need barcodes from the beginning,

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<v Speaker 1>but when you are getting more orders and you want

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<v Speaker 1>to eliminate those stuff ups, barcodes are amazing and it

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<v Speaker 1>is fucked. You have to put them all on yourself

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<v Speaker 1>if you've already got all your stock there with you

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<v Speaker 1>kind of thing. And now like our manufacturers put the

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<v Speaker 1>barcodes on for us, we provide them to them before

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<v Speaker 1>they're ship to us. But yeah, barcodes were a game

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<v Speaker 1>changer for us, along with a lot of other things.

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<v Speaker 3>And then we went across the road and got a

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<v Speaker 3>Brownie s lab from the bakery.

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<v Speaker 2>To celebrate the bargoes.

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<v Speaker 1>Do you have a least favorite memory from the last

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<v Speaker 1>three to four years? I think I know one for you. Oh,

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<v Speaker 1>you should share the story about our Churm Side store opening.

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<v Speaker 1>Oh yes, I feel like that's your least favorite hemory.

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<v Speaker 3>So we were preparing to open in our cham Side store.

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<v Speaker 3>We had an amazing opening day planned and that was

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<v Speaker 3>yours and it was my baby. I did it all,

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<v Speaker 3>like I invited everyone because we were having the event

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<v Speaker 3>beforehand for influencer influencers and I invited everyone. I arranged

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<v Speaker 3>a clawn machine with all Fate products in it and

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<v Speaker 3>it was branded Fate.

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<v Speaker 4>What else did we We had a DJJ laurelsrel We

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<v Speaker 4>had a girl coming to do like solder solder bracelets,

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<v Speaker 4>Like we planned this massive event huge, and the two

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<v Speaker 4>events like the opening day and the influencer event.

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<v Speaker 3>The day before we opened, we let ten customers come

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<v Speaker 3>in and have a private shopping experience as.

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<v Speaker 1>Well giveaway, and we had did like thirty goodie bags

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<v Speaker 1>or something like that was all you. And we got

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<v Speaker 1>all brands on board, like Bond itcends quick flick like

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<v Speaker 1>all these brands. So you orchestrated this whole, this whole

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<v Speaker 1>grand opening, and I worked.

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<v Speaker 3>So hard on it and I was so excited. And

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<v Speaker 3>then it got to the day before and I was

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<v Speaker 3>at work and I was so sick, and the girls like,

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<v Speaker 3>go home because you have to fly to Queensland tomorrow

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<v Speaker 3>for the event. And I was like, no, I'm not

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<v Speaker 3>going home. After like last minute things to do. I

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<v Speaker 3>woke up the next day and I was not alive.

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<v Speaker 3>I was so sick and had I still wanted to go,

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<v Speaker 3>and even my mom said, there is no.

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<v Speaker 2>Way of bawling your eyes out, there was no way

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<v Speaker 2>I could go.

0:10:24.800 --> 0:10:25.760
<v Speaker 3>And I had all the.

0:10:26.160 --> 0:10:28.640
<v Speaker 1>Because this was last year, so this was like still

0:10:28.960 --> 0:10:31.080
<v Speaker 1>like kind of post COVID times when it's like you

0:10:31.160 --> 0:10:34.040
<v Speaker 1>really can't travel if you're unwell, and I had to.

0:10:34.240 --> 0:10:36.760
<v Speaker 3>I had some stuff in my I think I had

0:10:36.760 --> 0:10:39.120
<v Speaker 3>the work phones and stuff. So I had to meet

0:10:39.160 --> 0:10:41.760
<v Speaker 3>AJ and Kim at the airport for when they were

0:10:41.840 --> 0:10:45.079
<v Speaker 3>leaving it. I cried the whole way there, and Kim

0:10:45.280 --> 0:10:47.040
<v Speaker 3>grabbed the phones off me and I was just bawling

0:10:47.040 --> 0:10:48.560
<v Speaker 3>my eyes and I was like, I want to go on,

0:10:48.640 --> 0:10:49.199
<v Speaker 3>but I can't.

0:10:49.320 --> 0:10:51.600
<v Speaker 1>So then we had to like do an emergency flight.

0:10:51.760 --> 0:10:54.080
<v Speaker 1>And then Kim, who was not involved in any of

0:10:54.080 --> 0:10:56.040
<v Speaker 1>this and had to take over your job, and she

0:10:56.120 --> 0:10:58.400
<v Speaker 1>came in your place, and because you were also doing

0:10:58.440 --> 0:11:00.360
<v Speaker 1>all the content for the opening as well, and then

0:11:00.400 --> 0:11:03.760
<v Speaker 1>we fully stop Kim her whole week change, and she

0:11:03.800 --> 0:11:04.160
<v Speaker 1>came with.

0:11:04.200 --> 0:11:05.640
<v Speaker 2>Us and was there for three days and did it.

0:11:05.800 --> 0:11:09.240
<v Speaker 3>And poor Kim, I've gotten a lot better, but someone

0:11:09.280 --> 0:11:11.600
<v Speaker 3>with content, I just like think of it and do it.

0:11:11.880 --> 0:11:13.480
<v Speaker 3>So I didn't have a list of all the content

0:11:13.480 --> 0:11:15.840
<v Speaker 3>I wanted to get, so Kim had to scramble and

0:11:16.240 --> 0:11:19.600
<v Speaker 3>come up with ideas. And I felt horrible two ways,

0:11:19.679 --> 0:11:21.360
<v Speaker 3>because I felt bad and I felt sick.

0:11:22.080 --> 0:11:24.000
<v Speaker 2>Yeah, that was not a good time for you. Then

0:11:24.040 --> 0:11:25.520
<v Speaker 2>you would have had so much fomo.

0:11:25.320 --> 0:11:27.080
<v Speaker 3>Just so much FAM. I didn't even go on my

0:11:27.120 --> 0:11:30.000
<v Speaker 3>socials because I was so upset seeing all the girls posts,

0:11:30.000 --> 0:11:31.400
<v Speaker 3>I was like, fuck off.

0:11:33.760 --> 0:11:36.679
<v Speaker 1>For all the people out there listening who are employers

0:11:36.800 --> 0:11:39.880
<v Speaker 1>and they have staff, or their boss or a manager,

0:11:40.160 --> 0:11:43.200
<v Speaker 1>or they're even looking at hiring for the first time,

0:11:43.760 --> 0:11:46.800
<v Speaker 1>what would you say should be important to them when

0:11:46.840 --> 0:11:49.280
<v Speaker 1>it comes to looking after their employees, Like, what is

0:11:49.320 --> 0:11:51.360
<v Speaker 1>it that you think employees are looking for?

0:11:51.400 --> 0:11:53.079
<v Speaker 2>Because there's if there's one thing, I think.

0:11:52.920 --> 0:11:57.040
<v Speaker 1>It's business owners don't appreciate their employees enough, or they

0:11:57.080 --> 0:11:59.080
<v Speaker 1>take them for granted, or you know, treat them like shit.

0:11:59.240 --> 0:12:02.480
<v Speaker 1>So if someone's just say they're hiring their first ever employee,

0:12:02.559 --> 0:12:04.920
<v Speaker 1>what do you think should be important to that business owner?

0:12:05.520 --> 0:12:09.199
<v Speaker 3>I think it's important to not only see them as

0:12:09.240 --> 0:12:11.840
<v Speaker 3>like an employee, but as a person, like you've always

0:12:11.840 --> 0:12:14.360
<v Speaker 3>take really good care of your staff. And I think

0:12:14.400 --> 0:12:17.360
<v Speaker 3>it's also really important for business owners to give their

0:12:17.400 --> 0:12:19.760
<v Speaker 3>stuff the opportunity to grow within the business.

0:12:20.280 --> 0:12:22.200
<v Speaker 1>I think one of the hardest things with that as well,

0:12:22.240 --> 0:12:25.120
<v Speaker 1>apes is being a business owner. And I know I've

0:12:25.120 --> 0:12:28.280
<v Speaker 1>spoke about this on the pod before, is growing your

0:12:28.320 --> 0:12:31.040
<v Speaker 1>business fast enough that is staff can grow with it.

0:12:31.400 --> 0:12:33.120
<v Speaker 1>And I think that's where a lot of business owners

0:12:33.120 --> 0:12:35.360
<v Speaker 1>would struggle, is they have these staff that are eager

0:12:35.400 --> 0:12:37.800
<v Speaker 1>to grow, and they're like, I want to progress with

0:12:37.800 --> 0:12:39.400
<v Speaker 1>the company. I want to grow with the company. But

0:12:39.400 --> 0:12:41.680
<v Speaker 1>then you've got to try and grow the company quick

0:12:41.760 --> 0:12:44.000
<v Speaker 1>enough to keep up with that demand. So that's like

0:12:44.040 --> 0:12:46.480
<v Speaker 1>another I guess that's a different point of view than that,

0:12:46.520 --> 0:12:48.800
<v Speaker 1>but I think that is really important that people, you know,

0:12:49.080 --> 0:12:51.440
<v Speaker 1>listen to their employees and give them opportunities and not

0:12:51.559 --> 0:12:53.000
<v Speaker 1>just like push them into a corner and say that

0:12:53.080 --> 0:12:56.320
<v Speaker 1>to a job and that's it. So great advice for

0:12:56.400 --> 0:12:59.080
<v Speaker 1>those listening. Let's say they want to build a career,

0:12:59.400 --> 0:13:02.520
<v Speaker 1>specifically in a small business, what would your advice be

0:13:02.600 --> 0:13:03.360
<v Speaker 1>to them?

0:13:03.840 --> 0:13:04.640
<v Speaker 2>Like, what have you done?

0:13:05.120 --> 0:13:07.520
<v Speaker 3>Be passionate about the brand you work for? Like I

0:13:07.520 --> 0:13:10.920
<v Speaker 3>am so beyond passionate about Fate. I love everything we do,

0:13:11.000 --> 0:13:14.320
<v Speaker 3>and I believe in what we do so wholeheartedly that.

0:13:14.800 --> 0:13:15.800
<v Speaker 2>It's easy for me.

0:13:16.240 --> 0:13:18.400
<v Speaker 3>It was easy for me to grow because I was

0:13:18.520 --> 0:13:22.199
<v Speaker 3>so committed, so enthusiastic.

0:13:21.920 --> 0:13:24.200
<v Speaker 2>And I love my job. People need to find a

0:13:24.200 --> 0:13:25.760
<v Speaker 2>brand first that they want to grow in.

0:13:25.880 --> 0:13:27.800
<v Speaker 3>Kind of job you love, and then you'll never work

0:13:27.840 --> 0:13:28.800
<v Speaker 3>a day in your life.

0:13:28.920 --> 0:13:30.480
<v Speaker 2>It's what they say. You heard it here.

0:13:30.600 --> 0:13:35.080
<v Speaker 1>First last question for you April. Yes, where do you

0:13:35.080 --> 0:13:37.200
<v Speaker 1>see yourself and Fate in five years?

0:13:37.320 --> 0:13:37.520
<v Speaker 3>Well?

0:13:37.600 --> 0:13:40.400
<v Speaker 2>Domination, Well, domination, that's what you always say.

0:13:40.720 --> 0:13:42.440
<v Speaker 3>Nowhere I'm going to be in five years because I

0:13:42.480 --> 0:13:46.120
<v Speaker 3>feel like like in Fate obviously, but I feel like.

0:13:46.960 --> 0:13:48.600
<v Speaker 2>I'm going to come back in five years. Believe, if

0:13:48.600 --> 0:13:49.400
<v Speaker 2>you're actually still with.

0:13:49.360 --> 0:13:50.920
<v Speaker 3>It, I'm going to still be by your side in

0:13:50.960 --> 0:13:53.200
<v Speaker 3>this podcast room, if I can tell you that right now.

0:13:53.520 --> 0:13:54.960
<v Speaker 3>I reckon We'll be in New Zealand.

0:13:55.280 --> 0:13:56.960
<v Speaker 2>Oh you reckon, Yeah, you reckon. We have a store there.

0:13:57.000 --> 0:13:58.360
<v Speaker 3>Yeah, I reckon, I have a story in New Zealand

0:13:58.360 --> 0:13:58.920
<v Speaker 3>one hundred percent.

0:13:59.360 --> 0:13:59.640
<v Speaker 2>Wow.

0:14:00.000 --> 0:14:04.439
<v Speaker 3>I reckon. We will have a lot of stores. I reckon.

0:14:04.480 --> 0:14:06.800
<v Speaker 3>We'll be the best. We already are the best brand,

0:14:07.679 --> 0:14:10.200
<v Speaker 3>the best fashioned brand. I reckon. We will still be

0:14:10.280 --> 0:14:13.680
<v Speaker 3>killing our social media strategy, what we're good at the

0:14:13.760 --> 0:14:15.760
<v Speaker 3>last three and a half years have been the best,

0:14:16.160 --> 0:14:18.160
<v Speaker 3>and we've grown so much that I'm so excited to

0:14:18.160 --> 0:14:19.280
<v Speaker 3>see where we are in the next fight.

0:14:20.200 --> 0:14:20.800
<v Speaker 2>I love that.

0:14:21.280 --> 0:14:25.240
<v Speaker 1>I love that you and like everyone at Fate like.

0:14:25.400 --> 0:14:28.320
<v Speaker 1>I love how all of our staff refer to Fate

0:14:28.440 --> 0:14:32.640
<v Speaker 1>as we like. There's never you never say you and

0:14:32.720 --> 0:14:35.320
<v Speaker 1>like Fate apart from you like, it's very much.

0:14:35.360 --> 0:14:39.000
<v Speaker 2>We Yeah, Fate's my baby too. Yeah, it's all of ours. Yeah,

0:14:39.000 --> 0:14:39.680
<v Speaker 2>it's our baby.

0:14:39.840 --> 0:14:40.320
<v Speaker 3>We love that.

0:14:40.760 --> 0:14:43.400
<v Speaker 2>Well, Apes, thanks for coming on this bonus episode.

0:14:43.640 --> 0:14:44.440
<v Speaker 3>Thanks for having me.

0:14:44.800 --> 0:14:46.200
<v Speaker 2>You got a tip of the week for everyone.

0:14:46.720 --> 0:14:49.480
<v Speaker 3>Smile when you're checking into a hotel and you might

0:14:49.520 --> 0:14:50.960
<v Speaker 3>get an upgrade, and an upgrade.

0:14:53.120 --> 0:14:58.960
<v Speaker 2>Perfect done.