1 00:00:04,080 --> 00:00:06,600 Speaker 1: Hi, I'm Britney Saunders and welcome to Big Business, the 2 00:00:06,640 --> 00:00:09,120 Speaker 1: place where business is far from boring. And today I'm 3 00:00:09,160 --> 00:00:12,160 Speaker 1: recording on a wobbaicle land. Now, this episode in particular 4 00:00:12,200 --> 00:00:14,680 Speaker 1: that you're listening to is coming out during the Chrissy 5 00:00:14,800 --> 00:00:19,040 Speaker 1: Slash holiday break, and some podcasts take a break during 6 00:00:19,120 --> 00:00:21,759 Speaker 1: the Christmas break, but there's no break for me when 7 00:00:21,760 --> 00:00:23,960 Speaker 1: it comes to Big Business. I'm coming out with these episodes, 8 00:00:24,000 --> 00:00:26,640 Speaker 1: but I thought I would mention I'm recording these from 9 00:00:26,680 --> 00:00:29,920 Speaker 1: home and the quality may not be exactly the same 10 00:00:29,960 --> 00:00:32,760 Speaker 1: as when I'm in the studio, but hopefully it will do. 11 00:00:33,040 --> 00:00:36,800 Speaker 1: For today's episode, I am going to be reflecting on 12 00:00:37,080 --> 00:00:41,240 Speaker 1: some of the biggest business lessons of twenty twenty four, 13 00:00:41,680 --> 00:00:44,680 Speaker 1: and you know what, sitting down and thinking about this, 14 00:00:44,920 --> 00:00:48,320 Speaker 1: it's actually so hard for me to pinpoint all of 15 00:00:48,360 --> 00:00:50,800 Speaker 1: the lessons that I've learned this year, or even the 16 00:00:50,800 --> 00:00:55,600 Speaker 1: biggest ones. And the reason for that is business is 17 00:00:55,680 --> 00:00:58,840 Speaker 1: nothing but lessons. That is like one of the biggest 18 00:00:58,840 --> 00:01:01,480 Speaker 1: realizations I've had this year. I think it's something that 19 00:01:02,080 --> 00:01:05,200 Speaker 1: I've always known and I can reflect on every year 20 00:01:05,240 --> 00:01:08,440 Speaker 1: that I've been in business and go, holy shit, like 21 00:01:08,520 --> 00:01:11,440 Speaker 1: has this taught me some lessons this year, but I 22 00:01:11,480 --> 00:01:17,240 Speaker 1: think the overall realization of twenty twenty four is business 23 00:01:17,440 --> 00:01:21,200 Speaker 1: is just nothing but lessons. That's quite literally what it is. 24 00:01:21,240 --> 00:01:24,319 Speaker 1: And I actually saw a TikTok the other day. I'll 25 00:01:24,360 --> 00:01:26,200 Speaker 1: have to grab my phone and see if I like 26 00:01:26,319 --> 00:01:30,399 Speaker 1: saved it or liked it, because it was someone and 27 00:01:30,440 --> 00:01:34,680 Speaker 1: that was saying that business is nothing but a spiritual journey. 28 00:01:35,240 --> 00:01:37,440 Speaker 1: And I've said this before and I'll say it again, 29 00:01:37,480 --> 00:01:40,399 Speaker 1: like I'm not a very spiritual person or whatever, but 30 00:01:40,440 --> 00:01:43,640 Speaker 1: what this person was saying it was so bloody true 31 00:01:43,800 --> 00:01:45,920 Speaker 1: and it was kind of leaning into this whole theme 32 00:01:46,000 --> 00:01:50,720 Speaker 1: of you know, business just teaching you lessons, like and 33 00:01:50,760 --> 00:01:53,560 Speaker 1: it's almost spiritual in a way. I'm just, oh, here 34 00:01:53,600 --> 00:01:57,160 Speaker 1: we go. Oh she said, entrepreneurship is spiritual. It's going 35 00:01:57,240 --> 00:01:59,960 Speaker 1: to sound like pretty bad quality, but let me play 36 00:02:00,080 --> 00:02:01,960 Speaker 1: you this just so you can listen to it. 37 00:02:02,440 --> 00:02:05,440 Speaker 2: And if nobody has told you, I'll tell you entrepreneurship 38 00:02:05,480 --> 00:02:07,600 Speaker 2: is spiritual. It is going to require a lot of 39 00:02:07,640 --> 00:02:09,520 Speaker 2: effort from your mind, your body, and your soul. Do 40 00:02:09,560 --> 00:02:12,560 Speaker 2: you know how much it takes how much self confidence 41 00:02:12,639 --> 00:02:14,960 Speaker 2: and self love you have to build up to operate 42 00:02:15,000 --> 00:02:16,080 Speaker 2: a whole business and. 43 00:02:16,120 --> 00:02:20,400 Speaker 1: Stops seriously Like I saw this video and I thought, 44 00:02:20,400 --> 00:02:22,040 Speaker 1: this is so true. I'm going to keep it playing. 45 00:02:22,360 --> 00:02:24,240 Speaker 2: Saying your business is small, you don't have a little 46 00:02:24,240 --> 00:02:26,520 Speaker 2: small business. The fact that you even went and got 47 00:02:26,520 --> 00:02:29,480 Speaker 2: an LLC, the fact that you opened anything, started a 48 00:02:29,560 --> 00:02:34,000 Speaker 2: page online, whatever, that is a major step and it 49 00:02:34,080 --> 00:02:37,480 Speaker 2: requires a lot because sometimes when we don't see the 50 00:02:37,520 --> 00:02:40,440 Speaker 2: fruits of our labor immediately, we get discouraged, and that 51 00:02:40,600 --> 00:02:44,000 Speaker 2: requires personal strength. All of it, All of it is spiritual. 52 00:02:44,600 --> 00:02:47,560 Speaker 2: Every last part of entrepreneurship is spiritual, because how do 53 00:02:47,639 --> 00:02:49,640 Speaker 2: you feel when people do not support you? How do 54 00:02:49,680 --> 00:02:51,320 Speaker 2: you feel when you have to be the only one 55 00:02:51,480 --> 00:02:53,880 Speaker 2: showing up for yourself? It's a spiritual thing. 56 00:02:54,440 --> 00:02:57,360 Speaker 1: I am in full agreeance with this, and I loved 57 00:02:57,400 --> 00:03:00,800 Speaker 1: what she said about how if you don't see the 58 00:03:00,840 --> 00:03:05,320 Speaker 1: fruits of your labor almost immediately, that you can feel 59 00:03:05,440 --> 00:03:08,760 Speaker 1: completely discouraged. And that's definitely one of the hardest things 60 00:03:08,919 --> 00:03:12,560 Speaker 1: about running a business. Is Yeah, it kind of is 61 00:03:12,600 --> 00:03:17,440 Speaker 1: like a spiritual experience and it requires your entire self 62 00:03:17,680 --> 00:03:23,400 Speaker 1: and another massive realization or yeah, I'd say not a lesson, 63 00:03:23,800 --> 00:03:26,960 Speaker 1: but a realization that I've had this year in my 64 00:03:27,000 --> 00:03:31,320 Speaker 1: business journey is just how much business will force you 65 00:03:31,680 --> 00:03:35,720 Speaker 1: to look at yourself. I almost feel like owning a 66 00:03:35,760 --> 00:03:39,040 Speaker 1: business is just standing in front of a huge mirror 67 00:03:39,040 --> 00:03:43,160 Speaker 1: and looking straight back at yourself. And it's funny because 68 00:03:44,120 --> 00:03:47,080 Speaker 1: no one taught me anything in school about owning a business. 69 00:03:47,320 --> 00:03:50,000 Speaker 1: It might be different in school now, but you know, 70 00:03:50,280 --> 00:03:52,440 Speaker 1: back when I was young and I would hear, oh, 71 00:03:52,480 --> 00:03:55,800 Speaker 1: they're a business owner, or even if I thought of 72 00:03:55,840 --> 00:03:58,040 Speaker 1: the idea of ever owning a business like when I 73 00:03:58,080 --> 00:04:00,560 Speaker 1: was young, when I was a teenager, like, I didn't 74 00:04:00,600 --> 00:04:03,560 Speaker 1: think of it from an emotional or spiritual level. I 75 00:04:03,720 --> 00:04:06,640 Speaker 1: just thought of it as, yeah, owning a business, going 76 00:04:06,720 --> 00:04:10,200 Speaker 1: and working and running a business. But I think business 77 00:04:10,280 --> 00:04:15,720 Speaker 1: is more about you personally and looking at yourself in 78 00:04:15,760 --> 00:04:20,240 Speaker 1: this massive mirror that is business as it is opposed 79 00:04:20,279 --> 00:04:22,320 Speaker 1: to like just showing up and working on the business 80 00:04:22,360 --> 00:04:24,440 Speaker 1: every day, if that makes sense. Like I feel like 81 00:04:24,480 --> 00:04:27,960 Speaker 1: it's more of a personal emotional journey where you would 82 00:04:27,960 --> 00:04:30,760 Speaker 1: just learn everything about yourself that you never would have 83 00:04:30,800 --> 00:04:34,719 Speaker 1: learned otherwise. And I think another one to add to 84 00:04:34,760 --> 00:04:38,080 Speaker 1: that is dealing with staff. I've always said that's the 85 00:04:38,200 --> 00:04:42,040 Speaker 1: hardest part of business, Like, yeah, it's freaking hard in 86 00:04:42,080 --> 00:04:45,080 Speaker 1: a lot of other ways, like financially building a business, 87 00:04:45,120 --> 00:04:48,400 Speaker 1: making sure you don't run out of money, marketing yourself, 88 00:04:48,440 --> 00:04:50,440 Speaker 1: like all these things are really hard, but dealing with 89 00:04:50,480 --> 00:04:53,880 Speaker 1: people is the hardest part of all for me, And 90 00:04:53,920 --> 00:04:56,080 Speaker 1: I'm sure a lot of other business owners out there 91 00:04:56,120 --> 00:04:58,800 Speaker 1: would agree with me. And I think just dealing with 92 00:04:59,600 --> 00:05:03,320 Speaker 1: stuff and like their emotions and you know, making sure 93 00:05:03,360 --> 00:05:07,599 Speaker 1: everyone's happy, and you know, someone's probably most likely always 94 00:05:07,640 --> 00:05:10,200 Speaker 1: going to be unhappy with something, and just dealing with that, 95 00:05:10,839 --> 00:05:13,080 Speaker 1: it just makes you like stop and look at yourself. 96 00:05:13,200 --> 00:05:16,720 Speaker 1: You know, I never really questioned who I was before 97 00:05:16,800 --> 00:05:21,119 Speaker 1: I started a business. I never questioned how other people 98 00:05:21,240 --> 00:05:24,440 Speaker 1: may perceive me, Like I think back to before I 99 00:05:24,600 --> 00:05:26,920 Speaker 1: own fate, and you know, I was working nine to 100 00:05:27,000 --> 00:05:29,360 Speaker 1: five and then I did influencing as well. Like during 101 00:05:29,400 --> 00:05:32,880 Speaker 1: that time, I never like thought, I wonder how other 102 00:05:32,920 --> 00:05:36,479 Speaker 1: people perceive me, or I wonder how people are reading me, 103 00:05:36,600 --> 00:05:38,200 Speaker 1: Like sure you have a fear of judgment, but I 104 00:05:38,200 --> 00:05:40,920 Speaker 1: don't know. Dealing with staff and having people work for 105 00:05:40,960 --> 00:05:44,320 Speaker 1: your company and working with you, it makes you look 106 00:05:44,360 --> 00:05:46,320 Speaker 1: back at yourself in a way that you never would 107 00:05:47,000 --> 00:05:49,640 Speaker 1: And I think those are two massive lessons that have 108 00:05:49,720 --> 00:05:52,719 Speaker 1: come out of this year is number one that business 109 00:05:52,800 --> 00:05:56,800 Speaker 1: is just nothing but lessons. And number two, business is 110 00:05:56,839 --> 00:05:59,520 Speaker 1: so personal, but not in the way that you would think, 111 00:05:59,600 --> 00:06:03,320 Speaker 1: and it makes you look at yourself like you never 112 00:06:03,400 --> 00:06:05,440 Speaker 1: have before. And I don't know if either of those 113 00:06:05,880 --> 00:06:09,440 Speaker 1: make sense. That's the first two things that just came 114 00:06:09,520 --> 00:06:13,080 Speaker 1: to my mind as I started recording. I think another one, 115 00:06:13,560 --> 00:06:17,080 Speaker 1: especially for this year and even for twenty twenty three, 116 00:06:17,600 --> 00:06:21,279 Speaker 1: is there's no problem that you can't solve. I think 117 00:06:21,279 --> 00:06:24,080 Speaker 1: when you're a business owner, it is really easy to 118 00:06:24,120 --> 00:06:27,960 Speaker 1: get caught up on tiny little things, like you can 119 00:06:28,360 --> 00:06:31,279 Speaker 1: something tiny could happen, and it might be like a 120 00:06:31,320 --> 00:06:34,640 Speaker 1: negative thing, right, and you can just get so caught 121 00:06:34,720 --> 00:06:37,520 Speaker 1: up on this one thing and it spirals in your 122 00:06:37,560 --> 00:06:39,640 Speaker 1: mind to be something way bigger than it is when 123 00:06:39,680 --> 00:06:44,320 Speaker 1: reality it isn't. But another massive lesson for me is 124 00:06:45,360 --> 00:06:47,760 Speaker 1: there's no problem that you can't solve, and it could 125 00:06:47,800 --> 00:06:50,000 Speaker 1: even be as easy as solving it with a conversation. 126 00:06:50,800 --> 00:06:54,600 Speaker 1: I've spoken a lot in my pod about avoiding tough 127 00:06:54,640 --> 00:06:57,800 Speaker 1: conversations and how important it is to just embrace them 128 00:06:57,839 --> 00:07:00,520 Speaker 1: and have those tough conversations. I always say saying, and 129 00:07:00,560 --> 00:07:01,960 Speaker 1: you can take this away with you for the end 130 00:07:01,960 --> 00:07:04,760 Speaker 1: of the year. I say it all the time. Hard conversations, 131 00:07:04,839 --> 00:07:12,480 Speaker 1: easy life, easy conversations, hard life. Hard conversations, easy life, 132 00:07:12,800 --> 00:07:17,480 Speaker 1: easy conversations, hard life. I think if we tiptoe around 133 00:07:17,640 --> 00:07:19,720 Speaker 1: and don't want to upset anyone or don't want to 134 00:07:19,760 --> 00:07:22,840 Speaker 1: confront anyone, which naturally most of us are like that. 135 00:07:23,400 --> 00:07:26,680 Speaker 1: Like I'm naturally not a person that would go and 136 00:07:26,720 --> 00:07:28,840 Speaker 1: confront someone, I don't think many of us are. I 137 00:07:28,840 --> 00:07:31,760 Speaker 1: think there's definitely some people out there who thrive when 138 00:07:31,800 --> 00:07:34,840 Speaker 1: it comes to confronting people. And I will say that 139 00:07:35,080 --> 00:07:38,560 Speaker 1: I'm learning to become that way, like not afraid to 140 00:07:38,640 --> 00:07:41,440 Speaker 1: confront or have a tough conversation, and I think that 141 00:07:41,480 --> 00:07:46,280 Speaker 1: comes with practice. But it's really important in business to 142 00:07:46,640 --> 00:07:50,400 Speaker 1: get comfortable with having uncomfy conversations because if you don't, 143 00:07:50,560 --> 00:07:53,520 Speaker 1: you're gonna end up in absolute shit creek. Because something 144 00:07:53,560 --> 00:07:57,120 Speaker 1: tiny happens in your workplace, you don't address it at all, 145 00:07:57,640 --> 00:08:00,000 Speaker 1: it then spirals out of control and six months down 146 00:08:00,120 --> 00:08:02,800 Speaker 1: the track it is a massive problem, you know, But 147 00:08:02,840 --> 00:08:05,440 Speaker 1: nothing is ever that big of a problem. Sure, massive 148 00:08:05,440 --> 00:08:07,920 Speaker 1: problems can happen, but I'm talking about like the little 149 00:08:07,920 --> 00:08:10,160 Speaker 1: things that we get caught up on as business owners. 150 00:08:10,440 --> 00:08:13,800 Speaker 1: It could be something like a negative review, Like you 151 00:08:13,840 --> 00:08:16,560 Speaker 1: could sit on that fucking negative review and let it 152 00:08:16,640 --> 00:08:20,080 Speaker 1: destroy you, or you can resolve it and move forward. 153 00:08:20,200 --> 00:08:23,800 Speaker 1: And I think that's just a really important lesson that 154 00:08:23,840 --> 00:08:27,200 Speaker 1: I've learned is to not dwell on little things because 155 00:08:27,240 --> 00:08:30,120 Speaker 1: they can absolutely consume you. I feel like even the 156 00:08:30,440 --> 00:08:32,679 Speaker 1: smaller the things are, the more they can overtake your 157 00:08:32,679 --> 00:08:37,160 Speaker 1: whole brain. But it's really important to just solve problems. 158 00:08:37,240 --> 00:08:40,280 Speaker 1: It may include having tough and awkward conversations. And I 159 00:08:40,320 --> 00:08:42,680 Speaker 1: speak to my friends in business about this all the time. 160 00:08:42,760 --> 00:08:45,040 Speaker 1: And people don't want to talk to people because they 161 00:08:45,080 --> 00:08:46,600 Speaker 1: don't want it to be awkward or you don't want 162 00:08:46,640 --> 00:08:50,080 Speaker 1: to upset someone. But trust me, it's so important to 163 00:08:50,120 --> 00:08:54,080 Speaker 1: have uncomfortable and tough conversations. Most of the time you'll 164 00:08:54,120 --> 00:08:57,360 Speaker 1: probably end up being surprised with how well it went. 165 00:08:58,120 --> 00:09:00,720 Speaker 1: And maybe if it didn't go well, then you needed 166 00:09:00,720 --> 00:09:03,520 Speaker 1: to see that, if you know what I mean. But yeah, 167 00:09:03,520 --> 00:09:06,000 Speaker 1: that's another big lesson for me in twenty twenty four 168 00:09:06,800 --> 00:09:09,280 Speaker 1: is just there's no problem that we can't solve, and 169 00:09:10,320 --> 00:09:15,120 Speaker 1: solving problems gives you confidence like nothing else. The growth 170 00:09:15,120 --> 00:09:18,760 Speaker 1: that I have experienced throughout this entire year and previous years. 171 00:09:19,280 --> 00:09:22,600 Speaker 1: You just can't compare it to anything. And going through 172 00:09:22,760 --> 00:09:26,600 Speaker 1: tough times and challenges in business and figuring out things, 173 00:09:26,600 --> 00:09:31,360 Speaker 1: solving problems, resolving conflict, it only builds your confidence, and 174 00:09:31,400 --> 00:09:34,200 Speaker 1: then I think every problem that comes your way in 175 00:09:34,240 --> 00:09:38,440 Speaker 1: the future, it almost becomes like smaller like because you 176 00:09:38,480 --> 00:09:41,480 Speaker 1: build this confidence of no matter what happens, I'm always 177 00:09:41,480 --> 00:09:43,480 Speaker 1: going to know how to resolve it and move forward 178 00:09:43,559 --> 00:09:45,720 Speaker 1: kind of thing. And I think that's another thing to 179 00:09:45,800 --> 00:09:50,440 Speaker 1: be really open minded about when you're in business. Is 180 00:09:50,600 --> 00:09:53,800 Speaker 1: just like for me anyway, I don't know about other owners, 181 00:09:54,040 --> 00:09:56,600 Speaker 1: but I'm very comfortable with the fact that we are 182 00:09:56,640 --> 00:09:58,720 Speaker 1: always going to be dealing with some sort of problem 183 00:09:58,840 --> 00:10:02,280 Speaker 1: in the business one end to the other, from retail 184 00:10:02,320 --> 00:10:04,360 Speaker 1: all the way through the warehouse and everywhere in between. 185 00:10:04,760 --> 00:10:07,120 Speaker 1: Like somewhere in your company at all times, there's always 186 00:10:07,160 --> 00:10:09,160 Speaker 1: going to be some sort of issue that you're dealing with. 187 00:10:09,559 --> 00:10:12,400 Speaker 1: It would almost be scary if everything was just amazing 188 00:10:12,679 --> 00:10:15,480 Speaker 1: twenty four to seven, because then I'd be waiting for 189 00:10:15,520 --> 00:10:18,280 Speaker 1: something really bad to happen. But I think the sooner 190 00:10:18,320 --> 00:10:21,040 Speaker 1: that we as owners can be comfortable with knowing that 191 00:10:21,080 --> 00:10:23,240 Speaker 1: we're always going to be putting out little fires. I 192 00:10:23,280 --> 00:10:25,840 Speaker 1: think the better. I think it's better for your mental 193 00:10:25,880 --> 00:10:28,320 Speaker 1: health to know that it's okay to be dealing with 194 00:10:28,400 --> 00:10:31,200 Speaker 1: problems in business and for things to be going wrong 195 00:10:31,280 --> 00:10:33,120 Speaker 1: and for shit to be hit in the fan every 196 00:10:33,120 --> 00:10:36,600 Speaker 1: now and then because it's normal. It's life, and it's 197 00:10:36,640 --> 00:10:43,000 Speaker 1: part of the journey. And my final lesson that I'm 198 00:10:43,040 --> 00:10:45,360 Speaker 1: going to share with you today and again I always 199 00:10:45,440 --> 00:10:48,480 Speaker 1: say this in every single episode, like there's a billion things, 200 00:10:48,520 --> 00:10:51,360 Speaker 1: there's a billion lessons I could share with you, but 201 00:10:51,400 --> 00:10:54,040 Speaker 1: I guess this is going to be two together. My 202 00:10:54,160 --> 00:10:57,280 Speaker 1: last two lessons is Number one, You're never going to 203 00:10:57,320 --> 00:11:00,600 Speaker 1: be able to make everyone happy, and that's okay. This 204 00:11:00,679 --> 00:11:03,760 Speaker 1: could be customers. I feel like I accepted this a 205 00:11:03,800 --> 00:11:06,280 Speaker 1: really long time ago, but it's something that I'm reminded 206 00:11:06,320 --> 00:11:10,959 Speaker 1: of daily at Fate. You know, like we get customer complaints. 207 00:11:11,480 --> 00:11:13,400 Speaker 1: I don't want to say like all the time, and 208 00:11:13,480 --> 00:11:17,000 Speaker 1: for every you know, five hundred amazing reviews, there'll be 209 00:11:17,000 --> 00:11:19,960 Speaker 1: that one negative one. But when you're in businesses, especially 210 00:11:19,960 --> 00:11:22,000 Speaker 1: if you're growing and you're getting more and more customers, 211 00:11:22,000 --> 00:11:23,920 Speaker 1: you're gonna get people that are not happy with you 212 00:11:24,000 --> 00:11:27,200 Speaker 1: for whatever reason. And I've really come to accept the 213 00:11:27,200 --> 00:11:29,719 Speaker 1: fact that we're never going to be able to make 214 00:11:29,760 --> 00:11:32,880 Speaker 1: everyone happy, and that's okay, And I think that's something 215 00:11:32,920 --> 00:11:37,360 Speaker 1: that all business owners need to accept and be okay with. Naturally, 216 00:11:37,400 --> 00:11:40,559 Speaker 1: we are all people pleasers. We never want to upset anyone. 217 00:11:40,640 --> 00:11:44,040 Speaker 1: We're not, especially in business. We're not out here intending 218 00:11:44,160 --> 00:11:47,280 Speaker 1: to completely upset someone and ruin their day. But you know, 219 00:11:47,679 --> 00:11:50,600 Speaker 1: if someone's gotten a pair of jeens and they're not 220 00:11:50,640 --> 00:11:53,319 Speaker 1: the right fit for them, or maybe the buttons accidentally 221 00:11:53,360 --> 00:11:55,800 Speaker 1: popped off and there was a fault, like, people will 222 00:11:55,840 --> 00:11:57,320 Speaker 1: go out of their way to tell us that we've 223 00:11:57,360 --> 00:12:00,560 Speaker 1: absolutely ruined their day or you know, ruined their holiday, 224 00:12:00,600 --> 00:12:04,120 Speaker 1: and shame on us. And it's really hard when you 225 00:12:04,920 --> 00:12:08,079 Speaker 1: obviously feel so close to your business because that's your 226 00:12:08,080 --> 00:12:10,960 Speaker 1: business and it's your little baby. But it's hard when 227 00:12:10,960 --> 00:12:15,480 Speaker 1: you get that negative review to not let it get 228 00:12:15,480 --> 00:12:18,040 Speaker 1: the best of you and to feel like a bit 229 00:12:18,040 --> 00:12:20,880 Speaker 1: of a failure if you've let someone down. And you know, 230 00:12:20,920 --> 00:12:24,199 Speaker 1: when we get negative reviews, usually they land in our inbox. 231 00:12:24,640 --> 00:12:28,360 Speaker 1: You know, I work pretty closely with our customer happiness 232 00:12:28,360 --> 00:12:31,120 Speaker 1: team and sometimes I'll bring them to my attention. If 233 00:12:31,120 --> 00:12:34,800 Speaker 1: someone's being like really horrible and you feel so many 234 00:12:34,840 --> 00:12:40,280 Speaker 1: emotions when you get those really nasty reviews, And in 235 00:12:40,320 --> 00:12:43,240 Speaker 1: the past, I definitely would have like held onto that, 236 00:12:43,440 --> 00:12:45,560 Speaker 1: dwelled on it. I would have thought about it at night. 237 00:12:45,600 --> 00:12:48,199 Speaker 1: I would have spoken about it with AJ like I 238 00:12:48,200 --> 00:12:50,520 Speaker 1: would have really gotten in my own head about that 239 00:12:50,600 --> 00:12:54,120 Speaker 1: negative review. And we always go back to everyone with kindness. 240 00:12:54,120 --> 00:12:58,880 Speaker 1: That's just another one like Kielm with kindness. Selena Gomez 241 00:12:59,080 --> 00:13:02,520 Speaker 1: was so right in that song, and it's the only 242 00:13:02,600 --> 00:13:05,880 Speaker 1: approach to take is just killing everyone with kindness at 243 00:13:05,920 --> 00:13:08,800 Speaker 1: all times, even if someone's being so horrible and you 244 00:13:08,840 --> 00:13:10,120 Speaker 1: want to give them a piece of your mind and 245 00:13:10,160 --> 00:13:12,880 Speaker 1: be like, well, excuse me, We definitely don't do that 246 00:13:12,920 --> 00:13:15,040 Speaker 1: at fate. We just kill them with kindness every time. 247 00:13:15,160 --> 00:13:17,800 Speaker 1: And even if you are killing someone with kindness, they 248 00:13:17,800 --> 00:13:20,480 Speaker 1: can still come back and be so horrible, Like some 249 00:13:20,520 --> 00:13:24,120 Speaker 1: people are just horrible. But it's just important to know 250 00:13:24,480 --> 00:13:29,520 Speaker 1: that that's normal and you're never in business going to 251 00:13:29,559 --> 00:13:33,160 Speaker 1: be able to make every single customer happy again. It 252 00:13:33,160 --> 00:13:35,040 Speaker 1: would be alarming if you did, Like if you just 253 00:13:35,080 --> 00:13:38,640 Speaker 1: had one hundred percent accuracy across the board, one hundred 254 00:13:38,640 --> 00:13:41,840 Speaker 1: percent customer satisfaction, because that would just seem like there's 255 00:13:41,920 --> 00:13:45,439 Speaker 1: something weird going on, right, And same goes beyond your 256 00:13:45,440 --> 00:13:47,920 Speaker 1: customers as well. You're never going to be able to 257 00:13:47,920 --> 00:13:50,800 Speaker 1: make everyone happy in your team, Like I've had so 258 00:13:50,840 --> 00:13:53,440 Speaker 1: many people come and go over the years. Well not 259 00:13:53,640 --> 00:13:57,160 Speaker 1: so many, like our employee turnover rate is actually really good, 260 00:13:57,200 --> 00:13:59,520 Speaker 1: which is a good thing. But you naturally will have 261 00:13:59,520 --> 00:14:01,360 Speaker 1: people come and go over the years. And I'm sure 262 00:14:01,360 --> 00:14:03,480 Speaker 1: there's some people out there that have worked for me 263 00:14:03,640 --> 00:14:06,240 Speaker 1: that think the most horrible things of me. And I'm 264 00:14:06,280 --> 00:14:10,800 Speaker 1: okay with that again, because if you sit there and 265 00:14:10,920 --> 00:14:13,720 Speaker 1: dwell on what a past employee may think of you, 266 00:14:13,880 --> 00:14:16,640 Speaker 1: or an ex customer that has said I've never shopping 267 00:14:16,679 --> 00:14:19,480 Speaker 1: with you again, like you've ruined my life, if you 268 00:14:19,520 --> 00:14:21,840 Speaker 1: sat there and dwelled on that, I don't think that'll 269 00:14:21,840 --> 00:14:25,320 Speaker 1: do you any favors in any kind of way. And 270 00:14:25,760 --> 00:14:28,680 Speaker 1: we need to remember that we cannot make everyone happy. 271 00:14:28,680 --> 00:14:31,280 Speaker 1: We cannot make every staff member one hundred percent happy. 272 00:14:31,480 --> 00:14:34,960 Speaker 1: We cannot make every customer one hundred percent happy? Can 273 00:14:35,000 --> 00:14:38,840 Speaker 1: we try one hundred percent? If someone is unhappy with us, 274 00:14:39,280 --> 00:14:42,560 Speaker 1: can we try to fix that as well? Absolutely? Can 275 00:14:42,600 --> 00:14:45,680 Speaker 1: we try to offer as many solutions as possible. Absolutely, 276 00:14:45,720 --> 00:14:47,680 Speaker 1: if a customer is unhappy about something, can we try 277 00:14:47,680 --> 00:14:49,920 Speaker 1: and fix that for them? Yes. If a staff member 278 00:14:49,960 --> 00:14:51,760 Speaker 1: is unhappy about something, can we try and fix that 279 00:14:51,840 --> 00:14:54,160 Speaker 1: for them. Yes. You can do all the things right 280 00:14:54,240 --> 00:14:56,440 Speaker 1: and that's what's important, but at the end of the day, 281 00:14:56,720 --> 00:14:59,800 Speaker 1: some people still may not be happy, and it's important 282 00:14:59,840 --> 00:15:03,680 Speaker 1: to remember that that in itself is okay, and that 283 00:15:03,720 --> 00:15:07,680 Speaker 1: you're not a bad person or your business isn't shit 284 00:15:07,800 --> 00:15:10,760 Speaker 1: if people are unhappy with you, because that is quite 285 00:15:10,800 --> 00:15:14,320 Speaker 1: literally just life. People are never going to be one 286 00:15:14,400 --> 00:15:19,440 Speaker 1: hundred percent happy, and that is completely okay. And those 287 00:15:20,120 --> 00:15:23,160 Speaker 1: are my lessons of twenty twenty four. And like I 288 00:15:23,160 --> 00:15:27,480 Speaker 1: always say, there's a billion things that I've learned this 289 00:15:27,600 --> 00:15:30,480 Speaker 1: year and business is nothing but lessons. I truly feel 290 00:15:30,520 --> 00:15:32,760 Speaker 1: like that is what business is. In a nutshell, it's 291 00:15:32,840 --> 00:15:37,800 Speaker 1: just doing things, doing them wrong, learning lessons and moving 292 00:15:37,880 --> 00:15:40,760 Speaker 1: forward and learning better for next time. I quite literally 293 00:15:40,800 --> 00:15:43,440 Speaker 1: think business is just one massive lesson in itself, and 294 00:15:43,840 --> 00:15:46,040 Speaker 1: you're never going to stop learning. And I truly think 295 00:15:46,040 --> 00:15:50,040 Speaker 1: that that's the beautiful thing about business. You know, there's 296 00:15:50,080 --> 00:15:53,000 Speaker 1: no perfect way of doing everything, there's no handbook that 297 00:15:53,080 --> 00:15:55,320 Speaker 1: will tell you exactly how to handle every single thing 298 00:15:55,360 --> 00:15:59,480 Speaker 1: in business in every single scenario. You honestly just try 299 00:15:59,560 --> 00:16:02,240 Speaker 1: your best, and you might make mistakes along the way. 300 00:16:02,440 --> 00:16:05,480 Speaker 1: I do, we all do, and you learn the lesson 301 00:16:05,760 --> 00:16:08,080 Speaker 1: for next time, and you learn so many lessons about 302 00:16:08,120 --> 00:16:11,000 Speaker 1: yourself along the way as well. So yeah, this has 303 00:16:11,040 --> 00:16:13,560 Speaker 1: been a bit of a reflection episode, hasn't it. But anyway, 304 00:16:14,040 --> 00:16:19,640 Speaker 1: I'll see you in my next episode.