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Speaker 1: It's that time time time, luck and load. The Michael

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Speaker 1: Berry Show is on the air. Good morning, Michaelberry, you,

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Speaker 1: Good morning, Michael Baby, Good morning, Michael, Good morning, Michael,

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Speaker 1: Good morning, Sir. Good morning, Michael, Zay Sailor.

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Speaker 2: Good morning, Elsina, Good morning, Michael, Hello, Hello are you there?

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Speaker 3: Good morning, Michael Beary.

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Speaker 1: How you learned that?

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Speaker 3: I read it tomorrow?

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Speaker 4: Mone Good morning, Texas.

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Speaker 5: Listen to this.

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Speaker 4: Good morning Texas in your car. Good morning, Texas is

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Speaker 4: onesday and we're happy here to.

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Speaker 1: Talk about everything.

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Speaker 3: Good morning.

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Speaker 5: We're not wearing pant.

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Speaker 4: Good morning, tex Good morning, tex Good bring texcess, good morning,

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Speaker 4: wake up. It's a side that steak.

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Speaker 1: Condamn my tire. Good morning. I spoke to a friend

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Speaker 1: of mine this morning. He was talking about a friend

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Speaker 1: of ours used to work for Discount Tire, and he said, oh,

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Speaker 1: that reminds me of a story. There's a discount tire

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Speaker 1: out in Tombo, and as you know, I'm if I

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Speaker 1: can help it. I'm always going to go with the

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Speaker 1: local folks rather than a national firm. But he said,

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Speaker 1: there's there's not anybody where we are. They're out in Tomball.

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Speaker 1: He said, I called my wife, had to ask her

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Speaker 1: a question, and in the middle of talking, she said, okay,

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Speaker 1: thank you, and he said where are you and she said,

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Speaker 1: a discount tire. There was a there was a light on.

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Speaker 1: Uh my tires were low. And my buddy did not

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Speaker 1: know this. But if you pull in there, they have

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Speaker 1: a they have a little bay you drive in and

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Speaker 1: they have a person who would just come out and

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Speaker 1: put air in your tire for free. And we were

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Speaker 1: talking about that as a as a business model. Now,

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Speaker 1: presumably that person doesn't just sit around like Goober or Cooter.

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Speaker 1: Was it Cooter? It was Goober and four year time.

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Speaker 1: See that's that breakoff in the in the ages, that

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Speaker 1: little time in between. Don't nod your head. You don't know,

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Speaker 1: you have no idea what I'm talking about. Wasn't it

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Speaker 1: Cooter's garage? Wasn't it Cooter's garage? That was Dukes of Hazzard? Yeah,

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Speaker 1: I'm going back to uh uh Andy Griffith. Wasn't Goober?

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Speaker 1: Didn't Goober work?

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Speaker 4: No?

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Speaker 1: Maybe not anyway, I need to go back and look,

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Speaker 1: but my brain I hadn't thought about that ahead of time.

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Speaker 1: So anyway, but presumably that person does other things in

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Speaker 1: addition to that. And then when you drive over Little Cord,

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Speaker 1: it goes ning dang, And I got to tell you,

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Speaker 1: is there a happier noise than the ding dang when

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Speaker 1: you would drive into the gas station? That man, that

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Speaker 1: just make you happy? Speaking of making you happy, how

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Speaker 1: good did you feel? Holy? I went in to wake

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Speaker 1: up Crockett this morning. Krock young people today. I don't

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Speaker 1: know about your kids, but young people today. Both my

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Speaker 1: boys do this. They wear a hoodie sweatshirt every day,

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Speaker 1: and all their buddies do as well. And dead heat

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Speaker 1: of summer, they're wearing a hoodie. So I walked in

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Speaker 1: and wake him up. I said, Crockett, this is exciting

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Speaker 1: new It's so one day of the year you can

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Speaker 1: reasonably be wearing a hoodie and I won't think to myself,

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Speaker 1: why is he wearing a hoodie? So it turns out

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Speaker 1: he put a full on jacket on. He was excited

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Speaker 1: about the cold weather. I walked in this morning. I said, Chat,

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Speaker 1: how good does that feel? He says, the coldest day

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Speaker 1: in two hundred two hundred days since it has hit

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Speaker 1: this temperature. I don't know what it is right now,

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Speaker 1: but it felt good. When I came out this morning,

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Speaker 1: sh talked to a buddy mine who was a cop.

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Speaker 1: He said, I haven't ticketed them. I didn't ticket them,

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Speaker 1: but I had two drivers that I saw do something

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Speaker 1: I hadn't seen in a while. Both of them real frisky,

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Speaker 1: just pulling out front of him. And he said, I

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Speaker 1: think they're just a little chippy. They got a little

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Speaker 1: little spark this morning, a little chill in the air there,

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Speaker 1: feeling frisky, feeling all right. So my buddy was real

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Speaker 1: proud of himself. I'm not going to tell you his names,

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Speaker 1: right hunt, but my Boddy's proud of himself. And he

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Speaker 1: called he said, you know, I called up there, and

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Speaker 1: I told him, and so I asked my wife. I said, well,

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Speaker 1: what's the guy's name? You know? She said he was

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Speaker 1: so nice to her. What's the guy's name? She said,

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Speaker 1: I don't know his name. He said, what he looked like,

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Speaker 1: the heavyset guy with a beard, white black hissed man. White. Okay,

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Speaker 1: white guy, heavy set with a beard. Yeah, okay. So

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Speaker 1: he calls up to the discount tire. He says, you

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Speaker 1: got a white guy, heavy set with a beard putting

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Speaker 1: air in people's tires for free. And you know, the

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Speaker 1: guy's thinking dang man, he's about to get arrested. He said, yeah,

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Speaker 1: he said, can you can you let him know that

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Speaker 1: was my wife he just took care of and I

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Speaker 1: want him to know I appreciate it. And the guy said, well, yeah,

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Speaker 1: we'd be glad today. Tell him I really do appreciate it.

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Speaker 1: That's my wife. Okay. So it hangs up now in

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Speaker 1: my friend, let's just say for the say of the

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Speaker 1: story of my friend's name is Ray. He says, see,

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Speaker 1: you got to do that. Sometimes you got to do that,

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Speaker 1: you know, and let people know that a good deed

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Speaker 1: like that is noticed by other people as well. I said, uh, yeah,

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Speaker 1: that's what you let him know. You know what else,

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Speaker 1: you let him know that's my wife. Okay. So next

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Speaker 1: time that woman comes through there, don't you be getting flirty.

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Speaker 1: Don't you get the idea of looking at the license

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Speaker 1: plate and seeing where she lives just because she smiled

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Speaker 1: and said thank you? And you know, men, ladies don't

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Speaker 1: know this, but men, if a woman smiles at us,

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Speaker 1: we figure she wants us. And I know there are

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Speaker 1: womanhood I hate so stupid. Where does he get I? Oh, oh,

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Speaker 1: Tom at work doesn't think that if he don't he's gay.

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Speaker 1: I'm telling you, you don't know how we're wired. You

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Speaker 1: do not know. If you smile to us, If you

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Speaker 1: smile at us and make eye contact and there's a twinkle,

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Speaker 1: doesn't mean we're gonna harash you or ask for your

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Speaker 1: phone number or anything else. But in our minds, you

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Speaker 1: want us, and that's just it. It's very animalistic. We

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Speaker 1: are convinced at that moment she wants me, she wants me.

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Speaker 1: We puff our chest out a little bit. When she

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Speaker 1: drives off, you'll slap our buddy on and til you

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Speaker 1: see that she wants me. She don't want you, dude,

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Speaker 1: You're five hundred pounds bald and you smell bad. Maybe

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Speaker 1: that's her thing. Maybe maybe she got thankful that she

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Speaker 1: wants me. That is absolute truth. So that was my

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Speaker 1: buddy calling up there under the guy. See, he wanted

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Speaker 1: credit for me for you know, see what a nice

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Speaker 1: guy I am. I called up there and I thanked

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Speaker 1: him for being nice to my wife. I said, you

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Speaker 1: did do all of those things, but you planted. And

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Speaker 1: this is what Trump gets that nobody else in politics gets.

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Speaker 1: At the end of the day, every man is part dog,

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Speaker 1: part little boy, and the dog. Part of us says,

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Speaker 1: do not be sniffing around my woman. You can be

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Speaker 1: nice to her, that's fine. Rather you be nice to

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Speaker 1: her than rude, that's fine. But just understand there is

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Speaker 1: a man on the other end and she's on the

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Speaker 1: phone with him, and that's what you're really doing. You

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Speaker 1: could tell on the phone he kind of hung us.

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Speaker 1: He goes, yeah, he's probably right, flavor monk, and I met.

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Speaker 2: Michael Berry. I'm a chocolat.

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Speaker 1: We have tracked down, said fellow Mark Mann. According to

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Speaker 1: ray Hunt, as long as he behaves so him, he's

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Speaker 1: in He's in good shape. We have tracked him down

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Speaker 1: at the discount tire in Tomball. His name is well,

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Speaker 1: I won't give his last name. His full name is John.

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Speaker 1: His last name starts with a J, but he goes

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Speaker 1: by JJ. Welcome to the program, sir, to be here. So,

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Speaker 1: as I was telling you, during the break, my buddy

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Speaker 1: called because he was very impressed that y'all, y'all put

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Speaker 1: air in people's vehicles if they pull up at no charge.

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Speaker 1: The guy comes out and does that, and that's you.

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Speaker 1: And then he called because you were very nice to

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Speaker 1: his wife. Do you remember do you remember that message

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Speaker 1: being passed to you. H Does that happen a lot?

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Speaker 2: Ad? It happens quite a bit.

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Speaker 1: So, honestly, what is the routine? Are you just sitting

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Speaker 1: there waiting on the truck to come in and then

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Speaker 1: you go out? Are you doing something else? And then

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Speaker 1: when it goes ding ding you go out there and

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Speaker 1: put the air.

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Speaker 2: So we usually just have a guy stationed out there,

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Speaker 2: and it was my lucky day to be out there

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Speaker 2: and just you know, helping people out.

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Speaker 1: When you're stationed out there, are you doing anything when

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Speaker 1: cars aren't coming in or are they just steady coming in?

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Speaker 2: Yeah? Usually I'll help out the guys in the back

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Speaker 2: if they've got other stuff that they can't exactly handle

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Speaker 2: because they're a little loaded down. I'll usually end up

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Speaker 2: helping out, taking stuff, move and stuff, pulling stuff, you know,

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Speaker 2: all the in betweens.

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Speaker 1: Are you a big fellow? What's your height? Weight?

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Speaker 2: About six four three oh five?

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Speaker 1: Oh my wow, that's that's a big fella. Yeah, okay,

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Speaker 1: all right, six four to three oh five. He ramone.

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Speaker 1: He could play he could play old guard on eighty

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Speaker 1: percent of the offensive lines in college football today. D

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Speaker 1: one the top ten programs. Did you play ball.

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Speaker 2: JJ No, I wish I would have never really got

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Speaker 2: around to it. Mouse I ever played with little pickup

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Speaker 2: games of basketball.

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Speaker 1: Where'd you grow up?

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Speaker 2: Uh? Kind of all over the place? Conroe, Tomball, Huntsville,

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Speaker 2: came back to Tomball.

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Speaker 1: Where'd you graduate high school?

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Speaker 2: Uh? Tomball over there off of clin Oak And then

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Speaker 2: what did you do? Pretty much as soon as I

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Speaker 2: got out of Clin Oak, I was just, you know,

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Speaker 2: looking for a job eighteen, didn't really have anything to

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Speaker 2: go off of, and talked with manager of another discount

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Speaker 2: tire down there in Spring. He's actually friends with my grandfather,

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Speaker 2: and he hired me up about two weeks later.

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Speaker 1: I've actually heard they're a good company to work with.

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Speaker 2: Oh yeah, absolutely. I mean the benefits, the people that

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Speaker 2: you get to work with, the kind of lifestyle that

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Speaker 2: they end up trying to push forward. It's definitely more

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Speaker 2: friendly than at least most other places that I've noticed.

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Speaker 2: Our whole thing is pretty much customer first. The heck

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Speaker 2: I used to have a manager say, listen, we got

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Speaker 2: a Chick fil Aid down the road. I want to

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Speaker 2: put their customer service to shame. And I kind of

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Speaker 2: took that to heart.

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Speaker 1: Wow, I like you already. Do you go by JJ

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Speaker 1: or John?

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Speaker 2: I mainly go by JJ.

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Speaker 1: Do you have a nickname?

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Speaker 2: Pretty much? Just JJ? Either that or fellas around here

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Speaker 2: end up calling me sasquatch.

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Speaker 1: Do you have a big beard?

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Speaker 2: I got a beard. I'm covered in hair. I'm essentially

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Speaker 2: the closest thing you'll get to a wolverine, or not wolverine,

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Speaker 2: but a werewolves.

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Speaker 1: Is it all beard or is there some up top too?

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Speaker 2: Oh no, I still got everything up top. I'm essentially rocking.

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Speaker 2: What's the best way I could put it? A politically

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Speaker 2: correct mullet?

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Speaker 1: Oh wow, Okay, I like that? Okay, all right? And

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Speaker 1: do you have to keep your shirt tucked in? Oh?

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Speaker 2: Yeah, absolutely okay?

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Speaker 1: And did they issue the uniform or do you have

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Speaker 1: to buy that yourself?

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Speaker 5: No?

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Speaker 2: They give us a very very generous credit to get

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Speaker 2: uniforms throughout the year. And I go through so dig

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Speaker 2: go many. I usually have to bulk order at the

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Speaker 2: beginning of the year.

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Speaker 1: And is it like a Sioux Mills or one of

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Speaker 1: the corporate centus or somebody? Who do you get the

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Speaker 1: uniform from?

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Speaker 2: If I remember correctly, I think it's sentence. But it's

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Speaker 2: been so long since i've actually ordered anything.

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Speaker 1: How long have you been with discount Tarr?

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Speaker 2: As of August sixteenth, this year made nine years?

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Speaker 1: Oh wow? And do you get a step up every year,

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Speaker 1: little bum?

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Speaker 2: It depends on how you end up doing that year.

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Speaker 2: And it's been a bit.

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Speaker 1: Slow, has it? Oh?

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Speaker 3: Yeah?

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Speaker 2: Here?

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Speaker 1: And there is it slow? Right now?

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Speaker 2: No cold weather came through and everybody and their grandmama

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Speaker 2: is getting a little a little scared because everybody's lights.

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Speaker 1: Is turned on because the pressure goes down. Yes, sir,

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Speaker 1: So when they come in, do you go ahead and

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Speaker 1: fill it up? Or do you tell them no, no, no,

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Speaker 1: it's this is just a this is just a temperature thing.

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Speaker 2: So our whole thing, at least through the air check

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Speaker 2: station and heck evan servicing is we're going to diagnose

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Speaker 2: the issue first through air checks. We're just gonna check

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Speaker 2: the air pressure, check out the tires, and from that

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Speaker 2: point onwards, if we notice anything wrong, then we'll go

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Speaker 2: ahead and let y'all know, like, hey, here's what's here's

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Speaker 2: what I found. What do you want to go ahead

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Speaker 2: and do?

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Speaker 1: What percentage of the time are you Are you able

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Speaker 1: to upsell them on? You know, you got to nail

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Speaker 1: in your tire or your tire is threadbare or whatever else.

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Speaker 2: Well that's that happens once in a blue moon. But

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Speaker 2: we don't try and do any kind of upselling. We

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Speaker 2: we basically try and tailor everything to the person themselves.

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Speaker 2: So if it's a situation where they're not doing a

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Speaker 2: whole lot of drive, we're not going to tell them, oh, hey,

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Speaker 2: you've got to go with like the best or the

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Speaker 2: best or anything. We're gonna say, okay, hey, you're doing

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Speaker 2: three four miles a day, one direction or both directions.

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Speaker 2: You're you know, you don't have to go with like

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Speaker 2: this two hundred dollars time. You can go with you know,

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Speaker 2: lower end stuff. You're not really gonna be using it

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Speaker 2: all that much, never out in the bad weather.

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Speaker 1: What percentage of the people who come through for the

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Speaker 1: free air are women?

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Speaker 2: Probably ten to fifteen percent.

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Speaker 1: Oh, it's mostly men.

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Speaker 2: You get a lot of those, a lot of men

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Speaker 2: coming through, and then rest are mainly women. Just you know,

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Speaker 2: trying to get everything situated taken care of. But honestly,

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Speaker 2: to me, it's one and the same. Everybody's here for

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Speaker 2: the same purpose. They have an issue and stuft us

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Speaker 2: to fix it.

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Speaker 1: What percentage would you say or retirees older for.

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Speaker 2: We got a decent chunk, probably fifteen to twenty.

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Speaker 1: Do you have a standard greeting when they roll down

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Speaker 1: the wind, like how do or anything like that?

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Speaker 2: Normally I try and keep it casual. They want us

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Speaker 2: to usually say hi, thank you for coming into Discount Tire,

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Speaker 2: but it feels a little impersonal to me, so I'll

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Speaker 2: usually say howdy, how you're doing, how's your day? Make

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Speaker 2: it feel nice?

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Speaker 1: What percentage of people are rude?

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Speaker 4: One?

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Speaker 2: Even with lines like this, usually everybody's like, oh no,

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Speaker 2: I understand.

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Speaker 1: Do you can get the traumatic tools?

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Speaker 2: Just uh not out there?

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Speaker 1: Not that I know they should let you because I

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Speaker 1: like the sound of those JJ. You're awesome, Discount Tire

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Speaker 1: in Tomball. Everybody's gonna be stopping in on you today.

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Speaker 1: You're wonderful. Keep up the good job. Usually what you

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Speaker 1: first think is right and anything after that when you

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Speaker 1: start questioning, you get all turned around. I can't So

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Speaker 1: I got about ten emails real fast, and I read them,

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Speaker 1: and now I'm gonna let me see if I could

301
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Speaker 1: I can sort this out. Terry writes Zar. It was

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Speaker 1: Gomer and his cousin Goober and they worked for Wally

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Speaker 1: at his service station slash garage. I've also gone a

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Speaker 1: Discount Tired to get Aaron my tires, and it's a

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Speaker 1: really nice thing that they do, and I appreciate it

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Speaker 1: so much. You got that Ramon, I was getting it confused,

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Speaker 1: John writes, No, h in John, just Jon. I don't

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Speaker 1: understand that. Now, I understand that's the shortened form of Jonathan, right,

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Speaker 1: he said. Zorai work for Discount Tire Company for over

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Speaker 1: thirteen years, started just after high school. I learned a

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Speaker 1: lot from my time there. Their main focus was customer service.

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Speaker 1: You can buy tires anywhere, if you treat them right,

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Speaker 1: there'll be a customer for life. I remember when we

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Speaker 1: charged seven dollars and fifty cents for tire repairs, and

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Speaker 1: they said that all repairs would be done at no

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Speaker 1: additional cost, even if they weren't purchased from us. I

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Speaker 1: thought it was absolutely the worst idea. The number of

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Speaker 1: customers gained from that simple act more than made up

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Speaker 1: for the cost of a repair. I left them in

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Speaker 1: two thousand and one to make more money. But I

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Speaker 1: compare everyone's customer service to what I learned there. Still

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Speaker 1: to this day. You know, you can have good customer

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Speaker 1: service without having a loss leader. But if you have

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Speaker 1: good customer service and a loss leader, the right kind

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Speaker 1: of customers will appreciate that. The bad kind of customers

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Speaker 1: will abuse it, and the customer doesn't give a damn,

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Speaker 1: won't pay attention to it. But if you like that

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Speaker 1: kind of service, then you reward that. I've had people.

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Speaker 1: I've heard people say, you know, I go down at

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Speaker 1: the cafe.

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Speaker 3: I know.

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Speaker 1: I make sure that anytime we have an event, we

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Speaker 1: have it at let's say, Federal American Grow because every

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Speaker 1: time I've needed anything for the dog program, they Matt

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Speaker 1: Brice hosts this program every year and he donates to it.

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Speaker 1: We donated last year, we've donate this year. It's a

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Speaker 1: great cause. The departments don't pay for the dogs that

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Speaker 1: they use for all the the special purposes cadaver and drugs.

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Speaker 1: And I've had people say I chose to have our

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Speaker 1: event at Federal American Grill because I wanted to reward

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Speaker 1: them for the fact that they donate to our costs.

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Speaker 1: I'd like to think that people go to Mattress Mac

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Speaker 1: and buy their furniture there rather than even think about

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Speaker 1: anywhere else, because when they needed help for this or that,

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00:19:26,280 --> 00:19:29,160
Speaker 1: it was always Mac. I get emails every day, Hey

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Speaker 1: can you ask Mac to help us with fill in

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00:19:31,320 --> 00:19:35,600
Speaker 1: the blank? And I think there's a lot of businesses

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Speaker 1: out there, why not ask any of them? It almost is, well,

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Speaker 1: we know Mac will give okay, So you're almost rewarding

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Speaker 1: businesses make them say no. You're rewarding businesses that don't

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Speaker 1: give back, and you're almost punishing businesses that do give

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Speaker 1: back because they're It comes the point where you have

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Speaker 1: to say no. Had a guy from Baytown tell me

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Speaker 1: one time. He said, I'm doing this project and it's

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00:20:06,320 --> 00:20:11,960
Speaker 1: for veterans, and Max said he couldn't give I said, yeah, well,

356
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Speaker 1: you know he makes himself out to be And I thought, really,

357
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Speaker 1: so give to ninety nine things and the hundredth one

358
00:20:19,080 --> 00:20:22,080
Speaker 1: is going to Sobu. But that's how it works, isn't it.

359
00:20:22,680 --> 00:20:26,120
Speaker 1: That's absolutely how it works. I've seen it. People will

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00:20:26,119 --> 00:20:28,760
Speaker 1: email you all day long and you're you're steady trying

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Speaker 1: to get out of the studio, trying to go meet somebody,

362
00:20:31,359 --> 00:20:33,800
Speaker 1: but you spend ten more minutes making a call, connecting

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Speaker 1: someone here, doing this, getting this donated, writing a check

364
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Speaker 1: to this. But the one person you don't help, Oh yeah, mister,

365
00:20:40,720 --> 00:20:45,400
Speaker 1: I help everybody. Well you didn't help me. Wow wow,

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Speaker 1: that's uh. And that's when you realize that a lot

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Speaker 1: of people are just son of a bitches and you

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Speaker 1: can't help them. There's nothing you can do, and you

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00:20:55,320 --> 00:21:00,760
Speaker 1: shouldn't meet yourself up trying because they're bad people. They're

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Speaker 1: selfish people there. And by the way, that's not to

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Speaker 1: say that that person would have helped anybody either. I

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Speaker 1: don't know how we got off on that ramon. But

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Speaker 1: back to the point. Customer service is a culture. I'm

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Speaker 1: always amazed at how many people run a business, especially

375
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Speaker 1: a retail business, but at any kind of business and

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Speaker 1: they have bad customer service and you bring it to

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Speaker 1: the attention of the owner and their answer is always, oh,

378
00:21:32,160 --> 00:21:36,320
Speaker 1: Rashanda was rude. I'm gonna fire her. Well wait a minute,

379
00:21:36,760 --> 00:21:40,560
Speaker 1: what are you going to replace her with somebody else

380
00:21:41,440 --> 00:21:45,359
Speaker 1: who may or may not be rude? And here is

381
00:21:45,440 --> 00:21:49,320
Speaker 1: the rub. Here is where the problem lies. It's a

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00:21:49,400 --> 00:21:52,159
Speaker 1: lack of understanding on how to build an organization and

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00:21:52,200 --> 00:21:58,040
Speaker 1: how to build good customer service. Most people who run

384
00:21:58,200 --> 00:22:03,680
Speaker 1: retail businesses do not understand that whether that person smiles

385
00:22:03,760 --> 00:22:06,919
Speaker 1: or not, whether they are helpful, whether they have a

386
00:22:07,000 --> 00:22:14,399
Speaker 1: positive greeting, whether they have been empowered, encouraged, required to

387
00:22:14,520 --> 00:22:19,040
Speaker 1: go the extra mile for the customer is not an accident.

388
00:22:20,200 --> 00:22:24,280
Speaker 1: It's a culture. You create that culture, and that culture

389
00:22:24,880 --> 00:22:29,400
Speaker 1: begins to enforce itself through peer pressure. Because if you're

390
00:22:29,440 --> 00:22:32,600
Speaker 1: the only one out performing the norm and everybody else

391
00:22:32,680 --> 00:22:36,520
Speaker 1: is lazy, you're the outlier. You won't last at that business.

392
00:22:36,600 --> 00:22:40,040
Speaker 1: You'll go somewhere where you're appreciate it. If you go

393
00:22:40,160 --> 00:22:43,639
Speaker 1: into a business where one person is helpful, more often

394
00:22:43,680 --> 00:22:47,919
Speaker 1: than not, they're all helpful. I've been touring these ACE hardwarees.

395
00:22:48,480 --> 00:22:52,399
Speaker 1: Every ACE hardware is individually owned, and so the model

396
00:22:52,480 --> 00:22:54,560
Speaker 1: is it's kind of like Chick fil A. You've got

397
00:22:54,640 --> 00:22:58,920
Speaker 1: you've got an owner there on site. Well, it's no longer,

398
00:22:59,040 --> 00:23:02,760
Speaker 1: it's no longer a viable in almost every case to

399
00:23:02,840 --> 00:23:07,000
Speaker 1: be Bob's hardware, gardening, birding supplies, barbecue pit you just

400
00:23:07,040 --> 00:23:09,640
Speaker 1: can't do it. And then Tom's but as being part

401
00:23:09,640 --> 00:23:12,479
Speaker 1: of the ACE collective, you can buy in bulk, but

402
00:23:12,520 --> 00:23:14,920
Speaker 1: then you bring the customer service that you and your family.

403
00:23:14,960 --> 00:23:17,200
Speaker 1: That's when most of them, the entire family works there.

404
00:23:17,880 --> 00:23:20,080
Speaker 1: So you go in there and you notice. So I'll

405
00:23:20,119 --> 00:23:22,640
Speaker 1: do these spot checks like a mystery shopper. I should

406
00:23:22,640 --> 00:23:25,119
Speaker 1: have been a mystery shopper moment. And I'll go in

407
00:23:25,200 --> 00:23:28,320
Speaker 1: without tell them I'm coming. They don't know me, and

408
00:23:28,359 --> 00:23:31,359
Speaker 1: so some of the people working there, they don't know

409
00:23:31,400 --> 00:23:34,600
Speaker 1: me from Adam. And I'll go walking in that greet you.

410
00:23:34,880 --> 00:23:37,399
Speaker 1: How can we help you, I'll ask a question, and

411
00:23:37,480 --> 00:23:41,919
Speaker 1: you notice. It's a culture. It's not accidental. Most people

412
00:23:42,040 --> 00:23:47,560
Speaker 1: are not naturally prone to be overly friendly and helpful

413
00:23:47,640 --> 00:23:50,560
Speaker 1: and solicitous, especially because they just got out with them

414
00:23:50,520 --> 00:23:53,480
Speaker 1: with their girlfriend who's threatening to break up or accusing

415
00:23:53,520 --> 00:23:56,000
Speaker 1: them of something or telling them they're lazy or just

416
00:23:56,080 --> 00:23:59,120
Speaker 1: spent their money. So there has to be this attitude

417
00:23:59,119 --> 00:24:01,360
Speaker 1: that when you walk into and put our ace hardware

418
00:24:02,359 --> 00:24:05,159
Speaker 1: penny on, you still call it a penny. Remember the penny.

419
00:24:05,680 --> 00:24:07,960
Speaker 1: Remember when you play kickball and the element the red

420
00:24:08,000 --> 00:24:11,239
Speaker 1: pennies over here and the blue pennies over here. I

421
00:24:11,280 --> 00:24:13,960
Speaker 1: want you to call me very quickly. We won't stay

422
00:24:14,240 --> 00:24:17,240
Speaker 1: at this very long. For the name of a place

423
00:24:17,320 --> 00:24:19,600
Speaker 1: and a person. If that person is there that has

424
00:24:19,840 --> 00:24:22,640
Speaker 1: phenomenal customer service. I mean you walk in there. It's

425
00:24:22,840 --> 00:24:26,760
Speaker 1: always amazing. See one thousands.

426
00:24:28,200 --> 00:24:33,360
Speaker 5: Michael Berry frings your bias.

427
00:24:33,840 --> 00:24:36,200
Speaker 1: Hear what that old boy was? Long customer service and

428
00:24:36,240 --> 00:24:41,000
Speaker 1: short on math, about ten percent of the customers are women,

429
00:24:42,880 --> 00:24:47,640
Speaker 1: mostly men, few men. They really only have only about

430
00:24:47,680 --> 00:24:50,919
Speaker 1: eighteen percent customers. I don't know. I don't know what

431
00:24:50,960 --> 00:24:55,080
Speaker 1: the eighty two percent is. But what mattered is his

432
00:24:55,200 --> 00:24:59,440
Speaker 1: customer service was so good. Customer service is a culture.

433
00:25:01,240 --> 00:25:03,240
Speaker 1: A lot of people think you just pay more money

434
00:25:03,680 --> 00:25:07,919
Speaker 1: and you get better customer service. Not true. Many people

435
00:25:08,040 --> 00:25:13,639
Speaker 1: do not understand the expectations of them at work. You

436
00:25:13,680 --> 00:25:15,560
Speaker 1: can tell when you walk into a place and the

437
00:25:15,560 --> 00:25:19,560
Speaker 1: people who work there, they basically just been told, carry

438
00:25:19,560 --> 00:25:22,800
Speaker 1: three pens with you at all times, and here's the menu,

439
00:25:22,840 --> 00:25:24,240
Speaker 1: and ring it up and go get the food and

440
00:25:24,240 --> 00:25:26,879
Speaker 1: bring it out, cash out the check at the end

441
00:25:26,880 --> 00:25:31,240
Speaker 1: of the night, cash out your pouch and that's it. That's

442
00:25:31,280 --> 00:25:35,879
Speaker 1: the extent of their training. Granted, I hadn't waited tables

443
00:25:35,920 --> 00:25:38,000
Speaker 1: at fifty different restaurants, but I have for a few

444
00:25:38,200 --> 00:25:42,200
Speaker 1: and I'll tell you, Papasito's something else. The papist family

445
00:25:42,480 --> 00:25:46,719
Speaker 1: or trainers, it's three weeks working there, three hard weeks

446
00:25:47,240 --> 00:25:49,600
Speaker 1: of every day before you get on the floor to

447
00:25:49,600 --> 00:25:53,239
Speaker 1: be a waiter, and you start as a host. You

448
00:25:53,280 --> 00:25:55,679
Speaker 1: stand there and you first take people to their seats,

449
00:25:56,000 --> 00:25:58,920
Speaker 1: and you've got tests along the way. You've got tests

450
00:25:58,960 --> 00:26:00,960
Speaker 1: are as tough as any you know, university course. I'm

451
00:26:00,960 --> 00:26:04,479
Speaker 1: not even kidding. You've got to know the ingredients of

452
00:26:04,640 --> 00:26:08,680
Speaker 1: various dishes that you're that you're serving, what's on them,

453
00:26:08,960 --> 00:26:12,880
Speaker 1: what the sides are, what's what's the combination, what that comprises.

454
00:26:14,280 --> 00:26:16,320
Speaker 1: You've got to learn all their rules. You've got to

455
00:26:16,359 --> 00:26:19,000
Speaker 1: learn ticket times, You've got to learn how to call

456
00:26:19,040 --> 00:26:23,199
Speaker 1: things into the kitchen, what the rules of of you

457
00:26:23,240 --> 00:26:27,680
Speaker 1: know everything that is a part of their system. It's

458
00:26:27,680 --> 00:26:30,880
Speaker 1: a symphony. It's a beautiful thing. The Papist family runs

459
00:26:30,920 --> 00:26:34,720
Speaker 1: a great organization and it's it's no secret why they

460
00:26:34,800 --> 00:26:38,640
Speaker 1: are so successful. And that's why when Russell Lebara brought

461
00:26:38,680 --> 00:26:42,720
Speaker 1: on his first partner, it was Joel who had been

462
00:26:42,760 --> 00:26:46,560
Speaker 1: at at Papas organization for at that point, I think

463
00:26:46,600 --> 00:26:50,800
Speaker 1: probably twenty years. That's that's what you do. Tilman's a

464
00:26:50,840 --> 00:26:56,080
Speaker 1: systems guy. Good companies, whether it's restaurants or anything else,

465
00:26:56,280 --> 00:26:58,960
Speaker 1: have systems. They have cultures. And we want you to

466
00:26:58,960 --> 00:27:00,679
Speaker 1: tell us about them care And what's the one that

467
00:27:00,720 --> 00:27:01,320
Speaker 1: impressed you?

468
00:27:02,800 --> 00:27:08,879
Speaker 5: Bearings Hardware on West Timer. Oh absolutely, yeah, Native you

469
00:27:09,000 --> 00:27:13,440
Speaker 5: sonian go to Bearings every Saturday morning, even though now

470
00:27:13,440 --> 00:27:16,679
Speaker 5: I've moved out to sink A Ramps and Katie. But

471
00:27:16,800 --> 00:27:18,920
Speaker 5: every time I walk in the door, it doesn't matter

472
00:27:18,960 --> 00:27:20,840
Speaker 5: if it's China Crystal.

473
00:27:20,480 --> 00:27:23,320
Speaker 1: Hardware, that delicious coffee, Oh.

474
00:27:23,240 --> 00:27:29,440
Speaker 5: Yeah, yes, coffee, you name it. Everybody is just happy

475
00:27:29,560 --> 00:27:34,840
Speaker 5: and welcoming and they know their products to you, Michael,

476
00:27:35,400 --> 00:27:39,359
Speaker 5: and I just really appreciate Bearings Hardware, and I appreciate

477
00:27:39,440 --> 00:27:43,560
Speaker 5: your your station, and not your station, but your program.

478
00:27:44,560 --> 00:27:48,480
Speaker 5: I've been listening to you, to you most of my life,

479
00:27:49,040 --> 00:27:51,800
Speaker 5: and I met I was able to meet you. I

480
00:27:51,880 --> 00:27:55,840
Speaker 5: used to work for Judge David Hinder and you had

481
00:27:56,320 --> 00:28:00,200
Speaker 5: and Mandina had called to have him perform. I'm a

482
00:28:00,280 --> 00:28:04,800
Speaker 5: ceremony for Michael. Yes, I just really have a lot

483
00:28:04,800 --> 00:28:06,159
Speaker 5: of respect for you and your family.

484
00:28:06,240 --> 00:28:07,680
Speaker 1: Aren't you sweet? What are you doing now?

485
00:28:09,119 --> 00:28:12,119
Speaker 5: I am a insurance claim suggestor.

486
00:28:12,600 --> 00:28:15,440
Speaker 1: Oh I bet you're a reasonable and fair and even

487
00:28:15,480 --> 00:28:18,000
Speaker 1: when you have to give them bad news, you're kind

488
00:28:18,080 --> 00:28:20,840
Speaker 1: about it. Come on in here, let's me and you hug.

489
00:28:21,000 --> 00:28:21,960
Speaker 1: You're just adorable.

490
00:28:22,840 --> 00:28:23,239
Speaker 5: Thank you.

491
00:28:23,680 --> 00:28:25,679
Speaker 1: I like you're a big girl, because big girls are

492
00:28:25,720 --> 00:28:28,160
Speaker 1: better to hug. Skinny girls are. That's nice and all,

493
00:28:28,160 --> 00:28:30,160
Speaker 1: but if there's some meat on the bone, that's a

494
00:28:30,200 --> 00:28:30,919
Speaker 1: good hug.

495
00:28:32,040 --> 00:28:33,040
Speaker 5: It's a medium.

496
00:28:33,320 --> 00:28:36,240
Speaker 1: It's a medium, So you're a medium level hug. Well,

497
00:28:36,280 --> 00:28:37,879
Speaker 1: you're very sweet to say, you know. When I was

498
00:28:37,920 --> 00:28:41,760
Speaker 1: a baby lawyer, my first few clients that I worked on.

499
00:28:41,840 --> 00:28:44,520
Speaker 1: It's funny how fate would have it, but one of

500
00:28:44,560 --> 00:28:47,719
Speaker 1: the first clients I worked on was Handy Hardware. I

501
00:28:47,760 --> 00:28:49,600
Speaker 1: worked for a guy named Donald Brotsky. He was a

502
00:28:49,600 --> 00:28:51,960
Speaker 1: managing partner of Jenkins and Gilchris big law firm. They

503
00:28:51,960 --> 00:28:56,200
Speaker 1: don't exist anymore. And one of his clients that trusted

504
00:28:56,240 --> 00:29:00,360
Speaker 1: and loved and respected him as their council conciliary name

505
00:29:00,400 --> 00:29:04,280
Speaker 1: it was Handy Hardware. And Handy Hardware had about twenty

506
00:29:04,360 --> 00:29:09,920
Speaker 1: locations under different brands, and two of them were Bearings Hardware.

507
00:29:10,240 --> 00:29:12,080
Speaker 1: And there was the one I lived in West University

508
00:29:12,120 --> 00:29:14,840
Speaker 1: at the time. There was the one on Biscinet and

509
00:29:14,840 --> 00:29:18,160
Speaker 1: then there was the one on West Timer next to

510
00:29:18,360 --> 00:29:21,800
Speaker 1: Stogy Cigars. And they're still there to this day. And

511
00:29:21,880 --> 00:29:24,400
Speaker 1: I will tell you you're right, they've got that model

512
00:29:24,760 --> 00:29:29,400
Speaker 1: where you've got you've got older employees who've been there

513
00:29:29,400 --> 00:29:32,640
Speaker 1: for a long time. And the thing about older employees,

514
00:29:32,680 --> 00:29:35,040
Speaker 1: you know, it's funny. People don't want to hire older people.

515
00:29:35,680 --> 00:29:38,440
Speaker 1: There is a I've heard this and I believe it

516
00:29:38,480 --> 00:29:41,480
Speaker 1: to be true. But if you look at the employees there,

517
00:29:42,560 --> 00:29:45,120
Speaker 1: and this is true of the Ace Hardware's this is true.

518
00:29:45,200 --> 00:29:46,880
Speaker 1: There used to be a Southland Hardware. I don't know

519
00:29:46,880 --> 00:29:49,200
Speaker 1: if it's still there. Done on Lower West Timer. You

520
00:29:49,320 --> 00:29:52,080
Speaker 1: go in there, those older folks, guess what they're not doing.

521
00:29:52,600 --> 00:29:54,800
Speaker 1: They're not spending their shift setting up where they're going

522
00:29:54,800 --> 00:29:57,880
Speaker 1: out to drink tonight. They're not trying to screw each other.

523
00:29:58,720 --> 00:30:01,680
Speaker 1: They're not trying to figure out a better paying job.

524
00:30:02,440 --> 00:30:05,880
Speaker 1: Those people get up, they get ready on time, they

525
00:30:05,920 --> 00:30:08,800
Speaker 1: show up early, they get there and drink coffee, they

526
00:30:08,800 --> 00:30:12,360
Speaker 1: clock in early, or they start working and then clock

527
00:30:12,440 --> 00:30:14,920
Speaker 1: in at the time they put in their shift. They're

528
00:30:14,960 --> 00:30:19,840
Speaker 1: no bs, no bull And when they're done, they might

529
00:30:19,880 --> 00:30:21,959
Speaker 1: stay around and tidy up a little bit because their

530
00:30:22,040 --> 00:30:24,760
Speaker 1: job is it's a more important part of their life.

531
00:30:25,680 --> 00:30:27,440
Speaker 1: When you get people on the front end of the

532
00:30:27,840 --> 00:30:31,480
Speaker 1: of their professional life trying to make money, they might

533
00:30:31,600 --> 00:30:34,480
Speaker 1: just be taking a job to pay the bills, but

534
00:30:34,520 --> 00:30:36,800
Speaker 1: they're looking everywhere else and they're not focused on that.

535
00:30:37,080 --> 00:30:39,800
Speaker 1: You get an older person, they'll take pride in their

536
00:30:39,840 --> 00:30:44,200
Speaker 1: work and it's a much better employee. Trey. Hey, Ramon,

537
00:30:44,280 --> 00:30:46,480
Speaker 1: do you notice it turns orange in white? Is that

538
00:30:46,520 --> 00:30:50,040
Speaker 1: orange bean? Take that one next, because it's been holding

539
00:30:50,080 --> 00:30:52,520
Speaker 1: the longest. Oh, that's fascinating. We got a new phone system.

540
00:30:52,520 --> 00:30:55,080
Speaker 1: I'm still figuring it out. Tray, you're up, Bud, go ahead.

541
00:30:56,200 --> 00:30:59,960
Speaker 3: He is their first time caller, longtime listener, young listener.

542
00:31:01,000 --> 00:31:02,600
Speaker 3: I was going to shout out to the one in

543
00:31:02,800 --> 00:31:07,800
Speaker 3: Old Katie off a pin Oak the Ace Hardware, and

544
00:31:07,840 --> 00:31:10,520
Speaker 3: you asked about someone too, about mister Bobby in there.

545
00:31:11,080 --> 00:31:13,440
Speaker 3: I'm a my grandfather and I have farming ranch here

546
00:31:13,440 --> 00:31:15,479
Speaker 3: and Katie and we still go in there for all

547
00:31:15,520 --> 00:31:17,640
Speaker 3: of our farming ranch needs. Even though the home that

548
00:31:17,720 --> 00:31:20,960
Speaker 3: new home depot just opened up, But we still like

549
00:31:21,000 --> 00:31:23,480
Speaker 3: to go to the Ace Hardware because we always get

550
00:31:23,480 --> 00:31:26,160
Speaker 3: great customer service there. Everybody's always trying to help you

551
00:31:26,840 --> 00:31:29,360
Speaker 3: and they all know it's there too, so it's it's

552
00:31:29,400 --> 00:31:30,120
Speaker 3: it's a good deal.

553
00:31:30,600 --> 00:31:33,320
Speaker 1: You know. It's an interesting thing, you say, uh, Trey,

554
00:31:33,480 --> 00:31:38,000
Speaker 1: because when people tell you you can't get good customer

555
00:31:38,040 --> 00:31:42,320
Speaker 1: service anymore, and you ask them where they shop. They

556
00:31:42,360 --> 00:31:45,560
Speaker 1: shop at home deep or lows. So you go somewhere

557
00:31:45,600 --> 00:31:48,800
Speaker 1: to save a few pennies where they don't care about

558
00:31:48,800 --> 00:31:51,800
Speaker 1: customer service. And you complain that they don't care about

559
00:31:51,800 --> 00:31:55,720
Speaker 1: customer service, but you won't spend a few extra pennies

560
00:31:55,840 --> 00:31:58,280
Speaker 1: to go to a nice hardware where you're going to

561
00:31:58,320 --> 00:32:01,600
Speaker 1: get much better customer service. And the thing is, look,

562
00:32:01,800 --> 00:32:03,880
Speaker 1: if you were homeless and couldn't afford it, that's fine,

563
00:32:04,840 --> 00:32:07,280
Speaker 1: but good's not cheap, and chief's not good, and that's

564
00:32:07,320 --> 00:32:11,360
Speaker 1: almost always the case. And if people rewarded places that

565
00:32:11,520 --> 00:32:13,600
Speaker 1: gave that kind of customer service, they'd get more of it.

566
00:32:13,600 --> 00:32:15,320
Speaker 1: You would make for a better business model, wouldn't it.

567
00:32:16,000 --> 00:32:19,400
Speaker 1: Seven one three nine one thousand. Ian. I hope you're

568
00:32:19,400 --> 00:32:20,960
Speaker 1: listening to this because I'd like to see you step

569
00:32:21,040 --> 00:32:23,000
Speaker 1: up of your game. I'll tell you what Jim was

570
00:32:23,000 --> 00:32:26,920
Speaker 1: in last two weeks. I got so many compliments I

571
00:32:26,960 --> 00:32:30,720
Speaker 1: wish he was his panic. That's about all you got

572
00:32:30,720 --> 00:32:34,040
Speaker 1: going for you run seven one three nine nine nine

573
00:32:34,160 --> 00:32:36,080
Speaker 1: one thousand. I want to hear about a place that

574
00:32:36,200 --> 00:32:39,720
Speaker 1: has great customer service. If you know the guy's name.

575
00:32:40,520 --> 00:32:42,480
Speaker 1: You know, there's gonna be people driving into the Tomball

576
00:32:42,520 --> 00:32:45,440
Speaker 1: Discount tire right now looking for that big old six four,

577
00:32:45,560 --> 00:32:50,480
Speaker 1: three hundred and five pound wooly birder Sasquatch. They'll go,

578
00:32:50,520 --> 00:32:53,040
Speaker 1: that's you, isn't it. That's me. How'd you know I

579
00:32:53,040 --> 00:32:55,600
Speaker 1: was talking about you? Because you're the fourteenth person today.

580
00:32:55,640 --> 00:32:56,880
Speaker 1: You want some free air, ma'am,