ALL ABOUT BUSINESS HEALTH
W/ JAMES QUIGLEY
"Most people hesitate and they wait because they think they need a website, they need they need a logo, they need a brand, they need 10,000 followers... and you don't need that to start an online business."
FULL EPISODE TRANSCRIPT
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Hi, guys, welcome to the How do you help podcast? It's Friday evening and we're excited to talk to James Quigley here. He's just a kid from Brooklyn's what he told me to say,
James Quigley 1:07
I'm excited because I know you do a lot of coaching and you do a lot of business. And we just talked about like going to Germany about and having fun. So I can't wait to pick your brain. We also talked about some interesting topics before so maybe we can get into some of those. Obviously, we have nurse doza, my business partner, my best friend, we're going to be talking some health. And other than that I'm Tex Mex Yogi. So let's go. Let's get the party started.
Jon Mendoza 1:33
We met James, this past year at squatch. Fitness. Yeah. Is that right? we kind of knew you a little beforehand, right? Just by association passing
James Quigley 1:41
and passing mutual friends and social media.
Jon Mendoza 1:43
Yeah. So when people come up to you, and they're looking for help, what is it that you're helping them with business these
James Quigley 1:51
days? Yeah, so strictly business, fitness coaches, helping them get online, learning how to put together their offer. And in simplistic terms, just you know how to make more money with in less time.
Jon Mendoza 2:05
So you almost kind of helping them create a brand, maybe an image for themselves, right?
James Quigley 2:10
More or less the structure of the business structure, you know that the things that often get overlooked, you know, what is their client avatar? Like? Who is their customer? What are their customers needs and desires, then from there, we kind of start to put the systems in place that they're going to need to get online. And, you know, we often make it harder, I made it harder than it was supposed to be. You know, I've been in the fitness industry for 18 years. And when I looked at the online space, I thought it was a monster. It was like the monster under the bed. I was so nervous about it. It's the same thing, right? All the same principles that it takes to run a brick and mortar have the same principles that it takes to run an online business. The only difference is the environment now, right. And so my job now is to make it easier for other coaches. Right,
Jon Mendoza 3:01
right. And have you found that when you see people wanting like because a couple years ago, everyone wanted to get in health and wellness, like I was quitting their corporate jobs and saying, I found something I can believe in again and be passionate about. Did you find that most people knew nothing about business? Absolutely. And why is that the case? You think that somebody would just quit their job and go No, well, they know nothing about passion. They think it's passion. And because we're told, follow your passion, follow your passion. And what ends up happening when you follow your passion. You lead with emotion.
James Quigley 3:35
Yeah. When you lead with emotion when things aren't going your way. You tend to switch gears. Yeah. And so we saw that a lot a few years ago.
Jon Mendoza 3:42
Yeah, it makes sense. You have these people who are kind of getting in over their head. They're they're just saying, Hey, I can do this. Someone was doing it. He did it before too. They understand it is hard work, but they can almost figure it out. But you know, people come in and the health and wellness realm. Can you can do anything nowadays, right? I mean, it was crazy. Because two years ago, everyone wanted open gyms. Yes. Right. And you saw that, right? You're like, Yeah, I don't want to open a gym. Yeah, right. And you're probably thinking you're SARS right now, right?
James Quigley 4:10
Well, I have you know, I've did that for 18 years, I've opened a few different gyms. And I had a funny story say that. I was talking to someone about that recently. And I'm like, you don't have to open up a gym to be successful in the health and wellness space. Yeah. Because what tends to happen is you see the gym owner living this life. You think he has freedom you think you want to do the community stuff, all the sexy stuff. You don't see the Sunday where you get called in because your bathrooms have flooded? Because there's a huge turd in the bathroom. You got to go and clean that stuff. Yeah, so when people open these gyms and they realize, oh, there's actually work to be done. Yeah, I need to know the business side of things. Yeah, it's it's not sexy.
Jon Mendoza 4:51
Right? And, and if you're looking at a brick and mortar, you want people coming in the door. Right? And so getting clients to come into your gym, you know, people have niches some that have boutiques like an austin everyone had a boutique yoga studio crossfit there were several crossfit throughout the city as well you know but people want to go for the community right they don't want to just go work out at any old gym they want to community right so how do you develop a community from the ground up
James Quigley 5:19
that's a great question it starts with your values you know you have to set your own values so that the community you bring they share those values yeah because it has to be based on that it people have to kind of value the same thing in order for them to kind of want to cultivate together right so it starts with your values set those up and then make people aware of what they are right but from there you start to bring in one or two good people right it starts with one or two good people that one they're gonna essentially weight those values but to they're going to welcome more people now they're going to kind of be the pillar of what your community should look like it's the hardest thing is to find those one or two people but once you do you go all in on those two people right right because those two people turn to four yep and then four turns to eight i remember a few years ago i was running a gym and we had two people at a first happy hour just to and we had the best time ever and we took pictures and this was there was no such thing as instagram stories at this time but we put the the we put the pictures on the instagram page and then the next time we had 10 people and then 15 so it really starts with your values it starts with pouring into the people that do start with you and then from there word of mouth
Jon Mendoza 6:39
so you have to have a clear picture picture from the very beginning of who you are right as a business absolutely right and so how would let's say someone has a business idea everyone has tons of ideas right what's the next step
James Quigley 6:55
take action immediately take action because ideas are a dime a dozen
Jon Mendoza 7:00
James Quigley 7:00
right and you get an idea and it's like wherever you are let's say you're in your car i get my best ideas either in the car or on the toilet immediately i'm taking out my phone and i'm doing a voice record what am i thinking about from there start taking action whatever the idea is and you got to put it to market yep you know i think we all try to like think about every little detail so much and it's like whatever you're thinking just put it out there to the market test it let the market dictate if it's a good idea or not yep
Jon Mendoza 7:34
yeah i agree with that most people are so afraid about good they're not going oh well there's getting an iv right now forgot to switch it again it probably moved a second when people want to test it something most people i mean i tend to think they're like well i'm gonna spend a bunch of ads much bunch of money on ads i have this great product i got to promote that i have this product out here what's incredible about it is people don't even master the idea of being able to explain that product right because they have an idea they want to take action they took and they look for advice to talk to you or how should i do it if they're asking again three months later like what should i be doing next and they haven't taken action they're not going to do it and i don't and i don't want to say they're not gonna be successful but it's more of like if you can't take action off of simple idea that you knows probably deep down going to be successful then then you don't believe in yourself just yet that's not a bad thing is the idea that it's one thing to not believe in yourself it's another to not have a structured foundation for this business and i think what most people don't realize is having a mission statement having pillars having three or four or five words to describe who i am and what i do that's everything you don't need a business card you don't need a website for that right like think about it when you start a gym you probably have some gyms and you have a website right
James Quigley 8:54
no not at all
Jon Mendoza 8:55
did you didn't need it did
James Quigley 8:55
you i didn't even have a website when i started my online business yeah and that's the thing most interesting most people hesitate and they wait because they think they need a website they need they need a logo they need a brand they need 10,000 followers and you don't need that to start an online business you don't need any of that stuff it's exactly what what those are just said what's your mission yeah what are your values what do you stand for and then getting getting to know your customer you know it used to be business used to be create a product and then go look for the customers yeah now it's the other way around now it's let's figure out who the customer is going to be let's figure out their biggest problems and now let's create a product for those problems
yeah well it's interesting because whenever i we moved here it was like just about two principles and now it's like we'll figure it out like i can always figure it out it's not a problem like between you and i will figure things out what's the two main things and i said like i'll take the plunge with you take a page you know and take a peek come move in with you just so that we can start saving money and invested into the business and the time as well too and it was just like as long as we're educating other people and we're also helping others grow yeah then we're good like everything else will just fall into place and that was like two principles that we followed for every single company that we've ever worked with and and the rest didn't really matter like yeah of course you need a website but like it doesn't really matter because i already have those two principles i can move forward with that right like right now i'm doing also some business coaching and if they get people get lost and like oh but this is not clean enough or like oh it's in a better picture and i was like you could have made $1,000 or 80 and then paid someone to move that picture the way you want it
James Quigley 10:43
you know that whole aspect of like let the business start working for you quickly before you you know because then you work together
James Quigley 10:52
and then you find out you know a great quote that i love is the path will reveal itself along the way yep you know you're you're you're gonna find out everything you need to know through the action i think there's two kinds of people when you're a kid are you the kind of kid that you have a box full of legos do you take one lego out at a time and you build just like what you see on the box or do you just throw the whole thing out and you just kind of grab in legos and you just start to you don't know what you're gonna create but all of a sudden you're having fun through the process yeah he creates something right i've always considered myself the second kid and you learn you just learned so much about what you need to do but it's again comes back to what are your principles what are your values
yeah well it's funny because for me it was like because there was always like 1000 pieces or 500 pieces so for me it was always like i want to get it to look like that this 500 piece but i want to do it faster than the last time i did the 500 piece
James Quigley 11:51
yeah you have a little game with this yeah
so then it's like yeah so it's like i want it to look exactly like that but i want to do it faster than last time and that was my game
James Quigley 11:59
yeah that's where i'm at with teaching coaches so it's like okay let's say what's the outcome for your customer right now what do they want what's that one thing if you can grant them one wish what is that one thing great now direct all your efforts and your energy to become the best you can at solving that one thing yep and what you do is you learn to do it faster instead of trading your time for money all 10 sessions here 20 sessions yeah no no no trade the outcome because now let's see the outcome takes you 90 days well now you figure out it can possibly take you 45 days and you become really good at getting that person to that outcome now you're more valuable
Jon Mendoza 12:44
yeah yeah and you develop a system in the place alright you what we love to do is write things down and reflect on what worked what didn't work and so it's one thing to have success it's another to not have success i think you have that regardless whether you open a business or not you're going to have success and failures but failures are more experienced right so you say alright we tried this you know this work this didn't work and i think if you take emotions out of it right you know just say all right cool things here went really well better than expected and here it didn't work as well you know what could we have done different what are we missed the boat we basically backtrack and like cj who was here earlier he'd always like to work from the from the back and then work backwards all right so so i'm thinking like alright cool what's our end result here from a to b a to z this person wants more energy that's what that's the pain point right so from a business standpoint always hit on pain points right people basically buy mirrors right yeah so it's like hey i want to lose weight so i'm looking for something online that's going to help me lose weight you want to lose weight i can help you lose weight you know i got i got some information for you that could help you right that's all people are looking for you have a problem i have a solution for you right just like you said baldo used to tell me all the time when people would come in i'd give too many options
James Quigley 14:00
Jon Mendoza 14:01
don't give them all the options just tell them what they want and i was like is it that simple and you're like yes tell the people exactly what they want and i was like why don't want to decide for them and they're like that's why they're here they already looked for something like this you have a solution now give them that solution right
James Quigley 14:19
well it's funny because my because we always talk about like creating a product that doesn't even cover the whole ford quote right like the horse i don't know if you've ever heard that quote before where they asked him like what's the know he said he just i don't know what they asked him but he just said like well if i gave people what they wanted they would have said faster horses
James Quigley 14:38
yeah love that quote
James Quigley 14:40
i love that quote
yeah and then it's just but it's true right because a lot people don't know what they want they know they want a solution to something but that's all i know
James Quigley 14:49
so when we're when we're trying to create a client avatar right it'll be based on what are their fears what are their frustrations what are their wants which is short term Then what are their aspirations? Right? And then we'll go through that. And I'm like, what's not there? And there'll be like, I don't know. And I'm like their needs. Yeah. Which you get caught up on. We know what they need. Someone wants to lose weight, you need more sleep. You need all the unsexy stuff. They're not looking for that they don't know that that's their pain. They don't know that that's their problem. They only know I gotta lose this, right? I'm grabbing at my arm. If you can't see me, I'm grabbing on my stomach right? Now, my little pooch, I just, I want to get rid of this. This is my pain. So if I start telling you all the things you need, that's gonna go over my head. Right? I only know what my I only know the pain I know. So it's, that's what you got to talk about is their pain is like you said,
Jon Mendoza 15:43
Yeah, yeah. And it just, it doesn't really change. I hate to break it to you. But if you want to go into health and wellness, the secret is people want to feel better. They want to lose weight.
James Quigley 15:51
There's three, there's three big rocks, there's three big main rocks, it's burn fat, gain muscle, get out of pain. Wow.
Jon Mendoza 15:59
Right there. You can build a whole business off those three prints. There's no secret,
James Quigley 16:02
right? That's it. That's it.
Jon Mendoza 16:04
And we built gyms, supplements, apparel, online coaches and courses like off of everyone wants to lose weight is like this is energy. Energy. You also said to like, pain? Yeah, pain is never going away.
James Quigley 16:19
Right? People want to get out of pain. Like one of the biggest things, it's a bigger problem to solve. Right? If you can get someone out of pain, that's a bigger problem to solve than the guy who just wants to gain five pounds of muscle. Yeah, right. You can intertwine those two. But solving a bigger problem is gonna make you more valuable. It is. And it's more difficult because most people who are seeking you out for your services
Jon Mendoza 16:41
have tried a few things already. It's rare that you're the first person or the first thing they've attempted. I mean, it's just rare. If that's the case. It it's, it's on you to present them with the right option from the beginning. Because you basically have a customer for life. If you tell the right thing. The people who have vetted other people are coming to you already have skeptical, but they're looking for answers and almost kind of hopeless. So this is where a lot of people come in and can basically sell anyone, anyone if you're looking for pain points. Oh, I can get you Ba ba ba though by $1,000 worth of stuff turn around. Well, no, that worked. Because the thing was, they want to buy a bunch of products. They wanted someone to come and tell them. This is how you're failing. You're not doing it right, because you need to be doing this way. And if you don't like what I'm saying, too bad. This is the honest truth. Except, right. If people say I can't lose weight, this is what I usually ask them. How often are you pooping? And they say what does that have to do with losing weight? I says everything you've tried every diet you tried, every exercise has been everything. It's got to come out somewhere. It's got to be backed up. You can't lose weight because something else is going on with Do you have any thought about? And is one late I'll never forget. I always say this story. She said, I can't lose weight. I've tried every diet. I've tried every gym workout possible. How often do you go to the bathroom? And she said, I go Fridays and Sundays. That's when she poops. And I always get that reaction to and people say, wow, that's that's not normal. And she goes, Well, that's my normal. So I said, Okay, let's flip this. What if your problem is something you never thought about before having someone from the outside looking in saying, Hey, have you thought about this? Have you seen the trend here Have you can sit heard this because I've been observing you for a while. And people seem to really gravitate towards this right here, you know, and in business, you start with four or five things, maybe Alright, I'm gonna try a couple of things here. Maybe some work, some don't. But what happens is, like you said, a demographic people gravitate towards whatever it is you're throwing out there. That's the law of attraction. If you come out and you say you're disorganized, you're getting disorganized people. If you say I'm a free product placement kind of deal, you're gonna get a bunch of people who are cheap and want free stuff, right all the time. So I'm sure one of the other principles say Don't sell yourself short, right?
James Quigley 18:53
I would say make sure you always know your value. There you go, you know, always know your value. And typically, especially in our spaces where it's so personal, your customers are really reflections of who you used to be. Right? There's their way you were at some point. And what they're looking at is where they want to go, yep, you are a reflection of where they want to go. So it's pretty easy to just kind of understand what got you there. Now, you may not feel at your best at that moment. But they don't know that. Right? And at some point of what your best is where they want to go. And so once you know the steps, which is three to five steps. I think the biggest mistake is we think we have to be like 20 steps ahead of the people we're serving. Yeah, right. And that's not true at all. It's really three to five steps ahead. Because if I'm always looking to improve myself, then you and I are along for this journey together. That's right, right. We're just walking along this journey. I may be a little bit ahead of you. But I'm just grabbing behind me and I'm just grabbing you along with me.
Jon Mendoza 19:53
Yeah, I agree. And the principles that you're mentioning right now are not just a applying to the health and wellness route, you're talking every single form of business possible, right? Because he gave me a ball he gave me a great book. Dale Carnegie, Napoleon Hill built to last Jim Collins,
James Quigley 20:11
all these guys are so good.
Jon Mendoza 20:12
If you haven't read the book, yes and wonderful, built to last still change my whole life. But think about Dale Carnegie talking to somebody about General Motors, and Ford, back in the early 1900s. Everything he talked about, if you pick up that book, it still applies to right now on how to be a personal, individual, shake hands, look at someone in the eye, give it direct answer, right, feel trustworthy, you say like me, know me, trust me, pay me that still holds true in every single business, no one will pay you if they do not trust you. The second they see you they start forming an opinion. Why is this guy where he's got this on them, and he's talking like this, and he's dressed like this. If you come across in a way that is not to their liking, they're gonna move on, and that's fine. But like you said before, don't be afraid to stand up for what you believe in. Because you're gonna have several of the people who see that, that say, you know what, this guy might be the right guy for me, wasn't for the other person. But this person might have something I need.
James Quigley 21:12
All right, absolutely. Now, now, think of it like this. How many times do we see either business owners influencers or people passively, passively, aggressively? I should read passive aggressively. That's word. Yep. Kind of bash their customers without even realizing it. Right? It's like, yes, you want to stand up for what you believe. But are you putting your customer down at the same time? And so if your customers not really concerned about the product and more about you, yeah. They're looking to you as the leader that's going to lead them out of their pain? Yep. And You're shitting on them? how's that gonna work for you? But
Jon Mendoza 21:49
yes, I agree completely. I've seen it because people are very vulnerable in a situation where they're asking for help. And it doesn't mean they're a naive person doesn't mean they're ignorant. They're really they don't know, they would have figured this out a long time. They obviously have it right. And they could be the smartest person in the world. But what we found is, health doesn't escape. Anyone. Like you have to focus on health, no matter how successful you get. And the people who become successful aren't necessarily people who take care of their health. Right? And people who are smart and business aren't necessarily the smartest in the classroom. It looks at coming down to Okay, I understand my demographics. I understand my product. I know my product in and out. Okay, it doesn't mean I have the best product out there. I just know my product is well. And when I know it this Well, I can talk three hours about an elevator pitch. Why is this drink better than any drink on the market? It has multivitamins, the best caffeine you can find it has Bluetooth on it. It took me what four years to get down to a three word reply. A rebuttal. And and you practice it all the time. So now you talk about getting out your comfort zone. You went on a business, you got to talk about it. Right. So let me hear that. You hear us all the time people coming. So what's your business? Like? Alright, well, this is what I do. And then it's like 30 seconds of all over the walls. Like you lost me. You lost me. I'm sorry. Well,
that and also sometimes they're just not even excited about it. Like I do this, I consult some people and I'm just like, so like, you know, would you sorry.
James Quigley 23:18
You can see their body language. Yeah, you can see their face. You can hear it in their voice.
Like busy all the time.
James Quigley 23:24
Yeah, I'm just working. Like, wait, what? What are you trying to sell? Yeah, should I buy that? So
Jon Mendoza 23:30
Well, it's like when you go to the I don't know back in the day was like Circuit City you go to a car lot right now looking at cars to the people who are interested in selling something we're gonna jump right in, like, Hey, man, I got something for you. Blah, blah, blah. Other people are kind of like there for the paycheck. There I am. Okay, yeah, they just kind of lollygag up there. People in business, just because you're a business owner doesn't mean they know what they're talking about. They could be just super passionate about it and said, I'm just going to quit everything and just start this. But then you see past it because you say, okay, you have my attention laid on me. I have something that's going to change your life. Really? What do you have for me? You're gonna feel better than you ever felt? Well, I'll ask you this. Why do you think that's such a lost art these days? Because of the disconnect you have learning how to interact with humans. Exactly. And what we think about here, especially in this past year, we have everything online, the matrix and the phone. I'll tell you a quick example. So was it two years ago, I think we were at the, at the lounge. And these two IVs are going on younger people, right? Early 20s for both them. guy and girl bothers they're in the corner. I'm giving the IVs the girl sitting there already getting the IV The younger gentleman comes in, sits down. Apparently they know each other because she's like, Hey, how's it going? He's like, Hey, what's up? He's already on his phone. You know? She doesn't say anything. Then 10 seconds later, she says, Hey, so what happened to you the other day? And he's like, Oh, yeah, as I had some things come up. I couldn't make it and she She's just kind of uh huh. And didn't say anything. There's no one else in the room. So I'm like, you know, I'm gonna say something I'm going to send to the guy. So I get the impression that you were supposed to meet up with her. Somewhere at a physical location. I'm assuming he was yes. I said, You mean to tell me this was planned? Right? I'm assuming he was. Yeah. So she showed up? was waiting there for you. at a predetermined location, predetermined time on both your calendars? Did you call her? I'm guessing you missed out you flaked. Did you call her and tell her you weren't showing up? At least? And he says, No. That's why the whole conversation started. Yeah, he didn't have the balls or the decency to tell her I'm not going to show up at all. His reply was, that's just how it goes. That's what that's what happens.
James Quigley 25:43
What does that come back down to? What accountability? values? values? Yeah, it comes back down to values. And I think that's the last thing these days in this day and age, right? What do we value? You know, and I'm not knocking anybody, but just look at what happened in 2020. With people trying to make extra money. Everybody went only fans. Yeah. Right. So what are we valuing these days? Our values are all over the place, or they're non existent?
Yeah, or there's so I don't know,
James Quigley 26:11
we don't know
that people don't even know that those things are even values. Right? Like, that's, that's another thing. Well, man, because like, I've had that countless argument, just like with people, like bail on bailing on me on ghosting from thing do not know what I mean, or doing something. Or like, yeah, even on a date, and we're just like, no, why didn't you say anything? And it's upsetting because it's like, well, I'm fucking busy, right? Like, I got shit to do. And I planned this day around this. So I can do this, because I want to have fun. And you just didn't say anything. Like, that's not
James Quigley 26:45
no consequences. There's no consequences. no consequences, like, Oh, yeah, just gonna ignore it. Because then get away with it.
Jon Mendoza 26:51
Because what will happen is, is no one has the decency to stand up and say, That's not right. So what I was trying to do, and this was like, my old man, kind of like dad, boys could and be like, I told him, I was like, that's not cool. I said, I would never do business with anyone who let alone stands me up. And let alone never tells me the reason. And here's the thing, I hate to pick on the younger crowd. But December, this past year, there's three separate instances where this happened. So when flaked on a podcast, didn't call and show up, someone was supposed to do a workout with us, didn't even show up. They're supposed to be other people involved. And we were supposed to help work. And when you look at these people in the eye, when they come to you next time, this is what I love. You shake their hand, you look him in the eye, and get one of his firm handshakes. And you say, how are you doing? And you just kind of nod at him. Right? And they know what you're thinking. And they know they screwed up.
James Quigley 27:36
And it but but you they, they do, because here's
Jon Mendoza 27:41
what happens, you have to let them know, right? And here's why. Because the decency and the values today are different than before. So for example,
who's going to bridge the gap
Jon Mendoza 27:50
we have? Well, we have to because they totally can break up over someone over Instagram, right and over text message back in the day, you would have to literally go to their house, talk to them face to face and say, Hey, I don't want to be with you anymore, or call them on the phone or call them on the phone. But the dear john letter back in the day was crap. Imagine you walk home to your house and all sudden your wife left you and there's a letter saying hey, I'm gone. That's the dear john letter. Yeah, there's no explanation maybe or maybe like, you're like, Wow, I didn't see this coming or whatever. But it had the decency to actually talk to another person and say I value your existence. I value that you have pain points, you have feelings, you have emotions, that you made time out of your day to come spend time with me. Because you didn't have to. You could have spent time with anyone else. You could have bought a product from anyone else like we know people do Ivy's all over town, we know there's gyms all over town, why do I go to squatch? I go to squatch. Because I know every time I go to squatch fitness, I can run someone like James, I can run something like CJ, I have a meaningful conversation even it's for five minutes. And I will feel like I got value out of that conversation because you uplifted me in a way of just maybe just interaction face to face a hug, a handshake, a physical interaction. When you're online, this is the difficult part. You have to hit pain points on someone who can be someone else behind their computer for sure. And it's really hard to connect with people in that way. Because sometimes people aren't on honest. If you're face to face with someone, you take their word for everything. Do you believe in this product? Yes, I do. If you believe in it this much I will believe in you. Because here's what happens in business. Bala and I are the expo guys. So when you see a booth somewhere, ballroom made a living off of being out of booth trying to sell a product. I came on board. Think about we're doing IVs and shots. We don't have to pop up. Right? What so what is this thing you're doing here? Are you the IV guy? Bah, bah, bah. That's awesome. Cool. Usually what happens is people don't know us, they come ask us very specific questions. They say. So what are you selling here? Tell me a little bit about your product. All right, you have two minutes. tops tops. Yeah, right before they're already checking their phone again. If that's the case, and they like you, they do follow up question. So tell me how you came up with this. At that point, that change happens to where now that like me know me. And when you sell them on your story, which is, this is my best friend, we started this from the ground up, you know, he used to live with me, you know, we shared a car, blah, blah, blah, like it's he's Uncle boldo. Right? Now they trust us. And now they said, Okay, I trust the product. Now. I trust you. Alright, so will this really work? Yes, it will. All right, here you go. Yeah. That art of the sells. I didn't know until I met him. Hmm.
James Quigley 30:32
Well, we call that on the online space building know, like and trust. Know, like, and trust? No, like, Okay. Tlt. So it's the same thing that you were talking about, like, no one's gonna buy from you if they don't trust you. Yeah. So if you're doing so in the online space, you have to use your social media to do that. Right. And so you, they have to get to know you. And then once they get to know you, they start to like you. And as you get to like you, you start to bridge that gap so that they can trust you. Yeah, you know, in a couple of ways to do that using your social media is actually putting your personality out there. Yeah, it's not what the pretty pictures, you know, four years ago, maybe even three, it was like, put a nice image, nice little motivating caption. And that was it. That doesn't fly anymore, right? People need to see you even if it's a crappy, grainy video, you talking into that video will do more for you than that old picture that gets a lot of likes. And that's the that's the difference. The indicators on social media is not about the likes. It's about the engagement.
Yeah. And saves.
James Quigley 31:38
Right? So what's the what's the indicators on making the actual human connections? Right? them going down learning more about you sharing a little bit of your origin story. Like people hide, they kind of hide, they put the filter system, they want to make it look like, oh, if I start to go a little crazy here, guys, I just finished my IV. And I'm loopy. And I feel really good. So instead of running from your your private life and not trying to share that stuff, being vulnerable is pretty much one of the best things you can do. So when coaches start with me, what I share with them is like you have to invite everyone on this journey. Let them like let them see you as a student, not the expert. Like oh my god, I just learned this from my coach, look what I learned. Because one, when you share what you learn, you get to learn it twice. But second, you're inviting the audience in for the ride. Now they want to root for you. And then what you start to do more or less, more or less as you start to condition them to be like, Oh, if those has got a coach, and he's learning all this stuff, hmm. Maybe that's the trick, maybe I should get a coach too. And so that's how you start to build that know, like and trust.
Jon Mendoza 32:56
Yeah. And you have to have an advisor, someone to give you honest, non bias feedback. Because if you have a bunch of Yes, people in the room, they're going to tell you everything you want to hear. And it might not be the correct way, especially like when people think business is like is they think it's a straight line to the top if you have a really great idea. There's people who might not believe in your idea. And if you don't believe it, like just look what happened with Jesus.
What did happen?
Well, he was stoned because no one believed him. Like imagine like he just
like rocked like
Jon Mendoza 33:29
he didn't, he didn't have a good sales pitch. Maybe they have smoked a little bit, but he didn't convince people enough to make him believe, like, make them believe like, this guy's really gonna benefit us. So in the business world, there's a new product that's hot all the time, especially online, and ever see a sponsored one on Instagram. It's usually something I've been searching for similar to it, right? Even they record it now because I said something right? Like, oh, that popped up. I'm looking for this. Whenever I see a new shiny product, a new shiny ad, I think from a business standpoint, how much money was spent trying to capture my attention, right? Because this new product came out of nowhere. If it's a new product that's never been invented before, you have to spend a lot of time and effort to try to get this person on board for it. It's interesting, because in a business perspective, as a coach, you might say, is that working for you? And if they say no sales are not working, then you say you got to adjust. How tied? Are you to this idea? Are you willing to adapt? Are you willing to break down every belief that you have about this and say, it's not working? I need help, right? That's where the coach comes in.
James Quigley 34:35
Right? That's where the coach comes in. That's where the consultant comes in. You know, and that's where it's like, that's where the market comes in. Yeah. You know, and you have to be willing to take the hits. You have to be willing to take the risk to put it out there and just get that feedback. It's really the feedback. Yep. You know, you have to be open to it. And I think the biggest struggle a lot of people deal with in business is the ego. You know, that ego is just like fear of being rejected you know i mean it's it's a part of our brain right it's a part of our natural brain to just fear being rejected and kicked out of the tribe but you it's so necessary it's so necessary to put yourself out there to see what sticks what doesn't and you're gonna learn so much from that
Jon Mendoza 35:20
you're gonna learn about yourself market market research you can see
it just hurts a little bit
Jon Mendoza 35:26
well it's honest
James Quigley 35:27
it's honesty it's also going to build that thick skin
Jon Mendoza 35:30
it's going to build that so when you have a rejection balto said this before he i said ball is the best salesman i've ever met he said remember business cards right when you would give out a business card you had to give out 100 business cards when before you got one call back think about that 99 noes before someone says yes i will listen to you yeah that's incredible because how many people would stop at number 10 at number 20 at 50 and say like man no one is listening to me but did you change your approach did you change what you were saying
no just did more of it
James Quigley 36:04
so rejection is a muscle you have to build it's like anything else and you can do that strategically so there's a really fun exercise that i learned it god who was the guy i don't know his name so if you're listening maybe awesome you know this is yours it's not mine but every time you go get a coffee ask for a discount yeah ask for a discount you're not going to get it they're gonna look at you like you're crazy like why would i give you a discount it's not about the discount it's just about saying someone telling you no and then you just come back and like i was just joking no problem or you sure you're not going to give me a discount what happens is after the first five or 10 go by you realize you're not gonna die you're still alive you know and then you can start to actually have fun with it
and then everyone saw you get that discount
James Quigley 36:55
yeah you never know yeah you never know i i personally love getting rejected because that's where the self begins once the first objection comes down it's like
oh okay that's sometimes my problem actually really with women
James Quigley 37:12
yeah me too me too
Jon Mendoza 37:15
but that's the ego killer guy right like the rejection yeah because it's pride
James Quigley 37:20
we live in a world now where we think everything's just handed to us by we just press amazon it's here in two days not even 24 hours two days were freaking out so it's the same with rejection right once you tell me no okay it's no like no that's you just got to work a little bit harder just got to find out a little bit more build up a little bit more trust that's all
Jon Mendoza 37:39
yeah it is and i think there's a distinction between you know going down the path that doesn't look like it's going to lead to anywhere and then you know adapting and changing your path there's that's different than saying like i noticed a good product i just haven't figured out how to promote it yeah if you keep changing and adapting i mean you could always adapt you can always change an idea right like a belief is so hard to change if i believe this is the best thing out there you're gonna have to change my mind if i have an idea that i think this idea will revolutionize health and wellness matches someone comes in and says man you need to do it this way that the idea sucks because we've had this literally someone many times and said like you need to change that and it was like no i don't think so i don't think so it got us here it got us here yeah but you want to go up there right you want to go so you have to you have to let go of these ties to where you say well i'm not going to budge on this now now i say you have to deal with distinction because this isn't different than your pillars right you cannot change from your pillars that's the very beginning remember you start your foundation that doesn't change all the things after that can
James Quigley 38:48
what got you here won't get you there right so it's like all the things that you've done to get to this point now you got to look okay what can i do to go forward and who can i be who must i become that's one of my favorite questions like who must have this thing i want to do yeah am i the person that's doing that right now or who do i have to become what are the qualities that i got to adopt so i can i can do that i can be that person and that's a really good place to start when you're when you're trying to level up
Jon Mendoza 39:19
yeah i agree i mean you have to always want to adapt you want to evolve you want to improve like think about the iphone right like they're always improving right they got the new edition we got this too and think about everyone always wants it right always always was it all they add is like we switch the volume button here to the side but will happen is you have this community to where all the foundations and your ideas that they knew exactly who they are and they're willing to buy their new edition because the foundation's never changed right apple said we're gonna have an unhackable program and it's going to be user friendly
yeah and that's it and that's it
Jon Mendoza 39:57
you said starbucks right this guy loves coffee right bye alder loves coffee too. All right, guess where he always loves to drink his coffee? Starbucks? Why
while I'm traveling, especially because of the consistency, okay, I know what you're gonna get like, it's I don't think it's the best I would never claim Starbucks is the best coffee, right? But it's like you're gonna get a decent cup of coffee at the right temperature, it's always taste the same.
James Quigley 40:19
You know, there's a couple of there's a couple of fitness entities that kind of mirror that, right? They're not trying to be they're not trying to get you to like, the the athlete. to the next level, what they're looking to do is just be a household name to get the person that wants to get off the couch. Yeah, yep. So let's say I'm traveling, right and anywhere in the world, I can recognize Starbucks.
James Quigley 40:43
So there's a couple of companies that do pretty well. We're like, well, we don't care about, you know, the level three person we care about the person that's just like, I need to get off the couch, I need to do something. Oh, they right away. Think about that brand. Yeah, that's just very recognizable. So that's something that's something to think about.
Yeah, well, the thing about is I have two coffee shops around close to this business that I go that I visit that are just fantastic. And they, you know, microlights and they only work with this type of, you know, all this, like, there's a big science to what kind of coffees they select, and then how they brew and all that stuff. But when I'm traveling like, Man, it's never the right size cup. Like it's like, you know, it's always like weird. And it's like, it's not enough coffee, coffee, like says like, I'm going to Starbucks, because I know I'm going to get the right size, you know, and it's exactly the same no matter where I go, they use the same filtration system, so it's gonna taste exactly the same. And then you don't have to worry about anything. And then they have free Wi Fi right and clean restrooms.
James Quigley 41:40
So your values
Jon Mendoza 41:43
for coffee, right? He's not going home
James Quigley 41:44
for the experience and the service and to know what you're going to get. That's what you like. Yeah, you want to know what you're getting? Me complete opposite. complete opposite. I like the the weirdness of a new place. Sure. Yeah. I like the the change I like. Maybe the coffee is fantastic. Maybe it's shitty. Yeah, you know, but I value, I value the experience of the actual change. That's what I like.
Yeah, I do want to go back to one more thing, because we're on the subject. And it's funny because like, there's been plenty of times that you get rejections and you and you do your your business, or like you're pitching several different things. And at some point, it's it's not happening. And from a customer from a sales standpoint, one of my favorite questions was like, Is there anything I can do to earn your business? in a rush to tell you? Why if I could just get that extra thing for free? Yeah, you know, I would do it. I was like, done, like, you know, and then. And how
James Quigley 42:39
simple is that? How simple is the Oh my god, and you sometimes you buy these like sales courses? Yeah. And the kind of fly you around the moon. And all you had to do is just that now one question. How can I just, you know, what can I do today to get your business? Yeah, yeah. Or can I ask you a question? Like, yeah, that is, yeah, whenever the objection happens, that's my first thing was like, Can I ask you a question? Yeah. If it wasn't for the money, would this be something you'd be interested in? Yeah, absolutely. Okay. Now you just isolated the object.
Jon Mendoza 43:12
Yeah, cuz you now know what the problem was. Right?
Well, what's the hat in the thing about it? Is that while you're still here, right, like so you there's something you like, right? Like you would have been gone? Well, yeah. conversation,
Jon Mendoza 43:25
a conversation. Because ABC right, either a phone call, someone makes a sale on each call, whoever hangs up first made a sale, right? So like bother. I'd never forget this. Like he was up front one time. And there was like only a couple people in the in the place. And he was checking someone out. And he had their card in hand, like their credit card. And he had already said something about something else. She was buying this bah bah. And he turns for a second away didn't turns back to her. He goes, if I told you one more thing, they would help you save more money. Would you be interested in that? And she's like, Well, of course I would be I'd be stupid not to. Okay, if you do this bah, bah, bah, and add this. I'm gonna throw another 5% off. She was done. Yeah. So like another 200 $300 on top of that sale. Yeah. And I was like, I've never seen that before. Where did you learn that? From all the times you were rejected doing this face to face?
Right? Cuz you just get better your questions right? Like I get better at like, how do I get to that answer? Because like anywhere else, they would have been gone especially like working at festivals and events like that. They're not interested. They're like, Oh, yeah, great, awesome. like to see you know, things and then they just don't even they don't care.
James Quigley 44:35
I love talking about our first sales jobs. Yeah. So my first sales job, I was 16 years old, and I did telemarketing. That doesn't even exist. To do telemarketing. I was a telemarketer. And I worked for this company was like a boiler room kind of experience. Right? It was just like all the older guys smoking cigarettes in the building. And I was the 16 year old kid who lied on his application. And it was Beginner's luck. So we were selling, actually not any products, but making the appointment for thermogenics windows. That's all it was was just a window. So all I had to do was call cold call and get someone to say yes to an appointment from my person to come in and give you a quote. So it's my first day. I'm just, I'm there and I'm listening to this one older guy. He's got like one of these immaculate voices that doesn't match what the guy looks like. Right? But he's got an immaculate voice. And I'm listening to them listening to them. And then the boss comes in and he's like, next person that gets that gets an appointment gets a $50 spiff. Right, which is like, it's you get $50 Yeah. Okay, great. So I pick up and I call and I'm just kind of doing what the guy did. Yeah. Right. Just kind of like asking questions, asking questions. And she's like, No, thank you. No, thank you. And I'm like, Ma'am, can I ask you a question? She's like, yeah, Mike, can you just touch your window? She's like, touch it. I'm like, yeah, just just touch the window. Just do me a favor, just, you know, just touch her window. She's like, okay, and she touched when I'm like, is a cold? She's like, yeah, I'm like, how about if I you know, what if I told you that you're probably bleeding about 10 to 15% off your heating bill each month. And that's you can feel the cold coming right in. All I want to do is just send my guide down to you just gonna give you a quote. That's it. Okay, let's do it. First call ever first sale ever got it? 50 calls went by never made another sale. But you know, everybody was like, the new kid got it. But it was just one is Beginner's luck. To it was all I did was just ask her
change, right, like, Oh, it's gonna be that easy. Yeah, like it's not and then you get like, deflated because it's like, Man, it's not that easy. And then you know, yeah. And then you have to rebuild that whole like, I guess I have to find all the rejection. Yeah. I love that.
Jon Mendoza 47:02
thinker on the spot. Right? Cuz think about you know, you're doing a sale and you can see someone kind of like, whatever, you know, you're like, Okay, okay, let me scratch the script. Right, right. That's what you did. Alright. pain point. You perfect. Right? It changed. Hold on a touch your window. Yeah, physical touch, right. All of a sudden, like, Damn, it's cold. I got you now. Right? I would have literally been like, well, if you don't want to be cold anymore. You should use our windows. Right? And you said, here's one more pain point 10 to 15% off your bill. You're bleeding money right now. I want to keep you want to keep throwing money down. That's fine. We want to help save money when you save money. I mean, that's literally you change it. Everyone wants to save money. I don't care how rich they are. They will call back and say hey, you were supposed to take $30 off my bill. Yeah, it was $1,000 bill with a callback for $30.
Well, that when like your wife goes shopping, and she's like, Why buy all his clothes because I saved like so much money.
Jon Mendoza 47:52
Yeah. That's how much I say.
James Quigley 47:57
Why God because it was 20% off. Yeah. Now.
So do you find that like you do sell a lot of sales coaching? And through that process?
James Quigley 48:04
I do? Yeah, I do. We have to, because coaches don't don't have that experience anymore. They're not coming in. With any kind of like, even speaking of background, right or so. Back in the day, I always used to tell people look, if you want to be a personal trainer, go work the front desk. Like that's the best place to ever be go work the front desk, go become a sales consultant. You get to meet everybody, you get to learn all the sales processes. And then you get on the floor. It's night and day. Now, it's literally teaching people how to speak. Yeah, I agree with that. Because they're not used to speaking with someone anymore face to face because everything's done online. Well, here's, here's the thing, too. So they all want the website. They all want the button that says push here by now. Right? And here's where here's the difference between them and how they're going to compete with the peloton is of the world, the Amazons of the world. They have to get on a phone with someone. Yeah, they have to talk to them. Because Amazon peloton you know, all of these major companies are spending millions of dollars on amazing copywriters. You can't compete with that.
Jon Mendoza 49:12
Yeah. Where you're going to be able to compete is getting a person on the phone and doing exactly what we just talked about the personal touch the idea that, you know, actually, if you look at a bank, you look at a service. I want customer service, customer service will make your business and it doesn't have to be a team of people, right? Because think about like a bank, right? their customer service is on point. If you call them bitching about something ready to let this person have it and they're on the other end like Yes, sir. I understand. Sir. What can we do to help to correct this, but I've been to the point where they never blow their gasket that save that customer because they're I'm going to leave this I'm never going to come back all of a sudden, they wanted me to customer for life just because you took care of them. And what I imagine nowadays, the customer service is not even going to be a phone call. It's going to be email. It's going to be a message That's the thing I QuickBooks you, you have to get through like 20 emails before you get someone online. Yeah. And it's like they don't care, right? Like the bigger corporations don't care. When you talk to someone on you mentioned, this is a perfect sample. So someone called my cell phone who was buying our supplements. Now, mind you, I don't just give out my cell phone. But she found one of our segments that had like my cell phone or a website or something I don't know. So she called wanting to ask a question about the supplements. And I said, Well, I think on my boat help you with that. What is what's your question? And she Mmm, driving the car and everything. So well. I had a question about this. I've seen this on your website. But I just, I before I bought more, I want to know, I wanted someone to answer this question. Well, I would be the person to do that. Lay it on me. She answers it. I give a big explanation. How you know so much about this. I said, Well, I'm I'm the president of the company. Are you serious? Like she's like I'm on? She was I am so sorry for calling you and bothering it's like five o'clock your time on a Friday? And I was like, I don't care. You had a question? You call me? I'm glad I just picked up because otherwise I would have not picked
up I would have lost that. So yeah. And
Jon Mendoza 51:05
so guess what she did? She got on the off the phone got online, she purchased four products. She was gonna pick this one and maybe a second once you want to buy for. And she's been a repeat customer for since then. The two years ago. Yeah. And it's only because I literally spoke to her on the phone. I mean, think about I'm the president, oh my god, I got the President on the phone. And he was able to tell me about this product and he cared he remember my name, you know, that you will never ever beat that service. Just like with Starbucks. If you spill a cup of coffee in Starbucks, it's up to that franchise manager or that employee to basically replace that cup of coffee. If they do, and they do it for free.
James Quigley 51:46
You have a customer for life. Customer service is a lost art to you know, it really is a lost art. I think it often is done out of fear. Yeah, right. It's done out of fear. Out of fear of making customer angry or getting a bad review. Yep. versus the other way of being proactive. And creating the experience. Hmm. Right. That's the way Customer service is supposed to be done. It's Hey, before, before you've even stepped foot through the door. How can I help I love Yeah, you know, how can I make your experience here? You know, the best that we've ever done? Or what you know, how can I live up to your expectations? Before that, that person's even had a chance to experience it. It's about being proactive versus being reactive. based out of fear.
Jon Mendoza 52:29
I agree completely. I have another example. So chick fil a, I went to chick fil a like three years ago and I haven't been to chick fil a in like 15 years. I just don't eat chick fil a. And so we went there and Oklahoma of all places with my family, my my in laws and we went with our kids with all the other kids we met to to go play on the playground. Right? That's what it is. It was cold, it was snowing. I'm sitting there, the women are talking, the kids are playing. And I'm staring at everyone I'm looking at the customers. I'm looking at the organization. I'm looking at the 30 cars outside that basically are all buying this food. And then there's 30 new cars in the span of two minutes. Like it's a beautiful assembly line. I noticed two things that happen. In this organized chaos. A person spilled their drink on the floor. Five chick fil a employees rush over there to clean it up automatically. And then a sixth purse I swear to God comes in and replaces the drink already. Like here you go. The manager comes over to check on make sure everything's okay. The customer is like everything's good. It was so it's my fault. I'm so sorry, has a new drink ready. After that. A few minutes later, this old gentleman about 80 years old walks in, it's kind of just mosey on in, buys an ice cream. It's 10 degrees outside and it's snowing. He buys ice cream from chick fil a. He's standing there by himself. The manager walks over there shakes his hand talks to him for 30 seconds like they've known each like he's in there every day. And then the guy leaves. I said of all the places and all things to do. He said I'm going to get it in my car, drive in the snow and we get some ice cream from chick flight now because ice cream is great. Because the manager remembers my name. I don't have to wait in line too long. I can get in and out. They cater to my lifestyle. I mean, to me, I was like chick fil a is closed on Sundays. And it's still jam packed.
James Quigley 54:20
values, values always comes down to value.
Jon Mendoza 54:24
Why did they get busier in the past couple years. If this is just a side note. They're a Christian owned company, right? Like people were hohner Christians. They came out with some kind of idea that didn't go against the norm. I think it was almost like they were against homosexuality or something. I think they came out and like they were outspoken. They were outspoken about it. The in a time of customer service and people like you can't do that. You can't say that. Guess what he says I'm gonna stand my ground whether you agree with it or not. They had how much of an increase in sales after that crazy. Yeah, like they had to basically build a second drive thru. Because they said people said they stood their values. They're American or whatever it is. they like they basically whatever they bought into they went to it now and i'm saying i agree with it i'm just saying they stuck by their values and people flock to that
James Quigley 55:08
that's where we have to get back to yeah i don't have to agree with it i don't have to buy it i can just turn this way and go that way i think that's where we're all we're in this we're living in his time where we think everything has to be the exact same way we have to think the exact same way or else it's a threat yep right and that's god we're so far apart like there should be that that company should be allowed to have those values as long as it's not hurting anybody this company should be allowed to have these values you know what as the consumer or as the person i now have a choice yep that's where we have to get back to we have to be able to have different choices whatever happened to discord right discord is you learn so much from discord i learned so much from people i disagree with yep of course point of view i
Jon Mendoza 56:00
love it too and i'll tell you is the most honest customer you can have is the person that does not buy from you because they will tell you straight why they did not like you or your product though and you have to ask them and like you said the customer service aspects they will tell me what we did wrong the reviews here's what i'll have a problem with especially in this culture today if you have a problem with the service if our problem with the food if you're a problem with the product don't go straight to yelp don't go straight to google review go to the place of business go to the owner go to the manager because that's how i say imagine it's not the cashiers fault that they screwed up right they're overwhelmed and i mean they're having a bad day you know that he's 18 years old for crying out loud right his girlfriend just broke on the world extended right but the manager in the back and knows that this kid hasn't had a break in a while and he's overwhelming this kid right and all sudden there's bound to have errors right so imagine if you were to just say hey manager i got a problem you know we never got our food in time the food is calling we got it here i just want to say man like i don't know if we would come back again you know like we really used to like this place a lot but now like you know there's a disarray fix it that doesn't happen anymore
James Quigley 57:05
it doesn't happen and i'll tell you why people don't value their communities anymore because of social media yeah because they're connected too much and worried about too much about stuff that's happening 1000s of miles away right and i see this all the time i'm like if you want to make an impact if you really want to make a difference right you're socially aware get off your phone get out into your community that's where you make a difference right they don't people don't value their communities anymore they don't care it's not they think because they just move so much yeah or they're just you can literally tap into your phone in your you're thinking about what's going on in california in seconds or what's going on in yeah you know across the world within just a matter of minutes that whole community aspect that vibe of let me go talk to the owner
yeah be here now
James Quigley 58:03
yeah let me talk to the owner that you know that's where god that's where we're going to change anything in the world it's start in your own community
Jon Mendoza 58:12
i agree so much on that statement right there everything gets brought to you you have to go out and make the initiative the action right another example there's a mexican restaurant in town the owner shakes your hand every time you're at the cash register checking out he didn't bring you your food he didn't welcome you when you came in he's just thanking you for being a customer here's what he does gives you the best handshake like right in the middle of the pomp and he squeezes just a little bit to let you know who's boss right and then he looks you in the eye and says thank you for coming but the way he says it makes you feel like he knows you he might not remember he sees 1000s of people a day but he looks at you like hey what's up man did you again voted best handshake in austin the taco said best handshake i even know that was a title i didn't know that was a category i made it just for him how many people come back almost like i'm not i don't care about food i want the handshake i want to see i want to see the owner people come over here and now they're like all we actually bought on john right like that's really cool oh you can get an iv from our nurses know i want to talk to john and baldo why because we took the time from the very beginning when you have a new business that no one knows about you have to talk all the time which means you throw yourself in the most uncomfortable position in places possible and you have to be very vulnerable why would i give the 12 shots why would i get bluetooth on and iv what's this nad about oh well it's blah blah blah blah blah blah blah well why wouldn't i do that so when you say it over and over again you build this rapport every time they come in they're like i want to talk to you i want to talk to you i want to know that whoever's taking care of me i get a chance to speak with you and that's fine if you are really good at your business you can step back eventually have a system in place an infrastructure to take care of all your people but here's what's going to happen your business if it's set up that way it might not be relying on you if Your business is just you, that whole business relied on you, which means every part of you has to be presented to the customer in a very, in very much a way where they will understand exactly who you are, why you're passionate about what you do. I mean, they might even know about your family, they might know like, Where are you from? They might they before the cells made, they will say where your parents from? You. I mean, I've had that before. Where did you grow up? Yeah. Like, what the fuck does that have to do anything?
Yeah. Well, I
James Quigley 1:00:27
heard that's like, also a southern way of doing business. Yeah, you know, that was I was told that you look when you're gonna move to Texas from New York. Here's how they do business. The little small talk. Yeah, right. Every get to business, and then you end with a little small talk. But that's so I mean, why why don't we do that more? Yeah. Right. Like, in a place like New York, it's like, Hey, man, you're so worried about getting screwed over. So you just like, just tell me what you need. Tell me what you want. That's it. But I like this way of doing business I, because it's personal. Yep. You know, how do you do all those customer service things on the online space as a health and wellness professional, you do them very, very small details is like, let's say let's use Instagram. Most people put you on a pedestal, they see you as a celebrity. So when you respond back with a voice note, or a picture, right? It's like, whoa, whoa, like, Oh, my God, that's so personal. Something that my coach used to do, that I've learned and I've taped now is that whenever I write them, like what, you know, some sort of win or success that I had, he'll do a little dance, and I'll send it to me. And I know it's to me, because he says my name. He's like, nice job, James. And he starts dancing. Well, now I do that. And now my customers love it. And so they can't wait to share their wins with me. So there's little things that you can do, like the handshake version, yeah, is sending a voice note is taking time to do a little money dance. Right, then small little details go a long way.
Jon Mendoza 1:01:59
And referring to them by their name,
James Quigley 1:02:01
big time, the name is so critical, because in the online space, everything has been scaled out. Now, everything's now done by a virtual assistant. And so all of these coaches are so they're so far away. Because what they're trying to do they think that let me put all these barriers, because they think interacting with the customers, what's burning them out? Yep. And I don't want to switch gears here. But what's really burning you out? It's not the interaction with the customer. It's because you're living to emotionally in your business. you're passionate about every little thing. You're so emotional, and you just keep hitting that fire button. Right? where it's like, just look at certain things as logistical. Yep. But your customer interaction. That's where your hearts got to go into.
Jon Mendoza 1:02:47
Yep, that should live for that. Because otherwise, you know how, I mean, you could develop a product that basically people buy it, you have no direct connection to you're not the face or not the spouse, which is why it's totally different. If you're the business, right? You yourself are the product, right? And what happens is the consumer is what you're marketing towards. We were talking about that their day, right? The consumers everything, you can vote with your dollar, you're the 99% marketing dollars are thrown your way to grab your attention. So your value as a consumer means that you are the most important person, I will talk to you today in my business. I don't care about the next 10 people you do right now we need to talk, what can I help you with? How can my business help you grow? Imagine you change the conversation that way online. A website says I'm on this website. Every time I go there, I learned something new every time I talked to this guy, you know, he messaged me, he holds me accountable. He's always emailing me stay on top of one step two steps ahead. He integrates my life in ways that I don't even think I needed. And now I'm better off for it. Right? Because like you said, most people don't know what they don't know. Right. And when you're on the online business world, you have to basically transition that personal relationship online. In the stuff you said the voicemail that's golden,
James Quigley 1:04:02
well, informations free. Like, it's not the information is not the determining factor. If someone's trying with yesterday's, it's not I mean, it can go on YouTube. I can I can learn from the best minds of the world in history. Yeah, for free. Right. What's that? What's that separator? Right. It's that little interaction? Is that a personal connection? That if you just take two seconds, right, it really, it's like two to five seconds. I know. Right? It's not that long. And what you're doing now is you're building those personal connections over and over and over. Those are emotional deposits that Yes,
Jon Mendoza 1:04:39
Yes, they are.
James Quigley 1:04:40
You know, that's the bank account.
Jon Mendoza 1:04:42
That is, and I see there's a couple people online that are kind of big now that are putting their cell phones out there. I know. It's a fake Google numbers. Yeah. But text me Yeah, it works. It works. I can text the guy too.
James Quigley 1:04:55
Much better than an email. Yeah, likes email, you
Jon Mendoza 1:04:58
know, and I don't even check my email. Not as much anymore,
right? But if checked my email twice a week,
Jon Mendoza 1:05:02
but But think about CRM, right client relations managers and stuff like that. Imagine I go to a place and I get a text message right after that, hey, we just want to say, thank you for being our customer huge. Oh my gosh, I mean, how many times you told me like, just call him new client, we I would be the one I would get my cell phone because we used to just use the cell phone for for the clinic line. And I would do I just text them to Yeah, just text them. Okay. Thank you for coming in. And we really appreciate it. I hope you had a great time.
If you have any questions,
Jon Mendoza 1:05:30
any question, let me know how many people said due date, isn't it that built our business?
I mean, now, like it's automated, because we deal with so many more, but text
Jon Mendoza 1:05:38
message built are on built our brick and mortar.
I mean, that was like one of the first processes we built. That was the first one of the first systems It was like every client after the fact we follow up and we say hey, how was your thing? Glad You Came in? Did you have any questions? How'd you feel? And then that was it. And it was like the most special like people? I mean, come on. That was people raved about that. And it was one more step
James Quigley 1:06:00
111 little step. That's all it was. So
when you're building that, I mean, I mean, if your business is going strong, and you're skipping that step, you know, whatever, like maybe that doesn't affect it as much like it'll make it even more special. I'll tell you that. My sure that's that's not a problem. But when you're trying to build a business, all those little wins, add up. Right. And that means that you that you get there quicker. Yeah. Right. Yeah. Well, and then at some point, we were able to afford a system that can actually just do it for us. But you don't want to start with that. Because that's expensive. bucks a month for sure.
James Quigley 1:06:30
Right. Right. Like I literally just invested in one of those systems. Yeah, but I went two years without it. Yeah, you know, you have to start organically. You have to build it yourself. Because here's another thing. A system only works as good as you do. Yeah. So it's not it's gonna enhance you. So if you're not doing that system already, you don't really have it all figured out. You put the system it's like, oh, shit, I don't. I don't like you got to tell the guy that's building it for you what to do. Yeah, he doesn't know what you need to do.
Yeah, well, even like on the nutrition side, right. Like people buy stuff. The thing they've read the the biggest review about is how we wrote them as a personalized note with their name on it saying thank you. Oh, my god, that was that's the that's the thing that they love. handwritten
James Quigley 1:07:09
note. so important. Yeah.
Well, what's funny is that we asked, like, hey, how did the product feel? Like, some of them answer that? Yeah. But the majority will be like, I really like that note, like, it was special. And they'll put pictures on it put, you know, put it on Instagram, like, but we got to know it's like so like, whatever.
Jon Mendoza 1:07:25
It's incredible. Because literally, like think about it. Let's say you have an online client that signs up. Imagine how big of a difference would be that you get a Christmas card handwritten, mailed to you somehow, not an E vite, or whatever email like basically, in the mail, because no, people don't really get much in their mail nowadays, but they abit like, this guy took the time to say thank you.
James Quigley 1:07:48
Well, now it's like, you take your money, and you invest it in something, right? So you get a product, that's great. But now you see someone appreciating the money you gave them. That's really what it is. It's like you want to feel appreciated as a customer. And
on he says, like everything in the world wants to be appreciated. Yeah.
James Quigley 1:08:10
So you just want to be appreciate you want to know, okay, I invested my money. Yeah, I got my product. Yeah. Yeah, that's great. I'm so excited about the product. Thank you. But that little extra step makes me feel really appreciated. That might not that my money just went to your next to loom vacation.
Yeah, like I paid. Like, yeah, of course I got it.
James Quigley 1:08:30
Right. But it's like you that that little step just is like, ah, I'll do anything for you now.
Jon Mendoza 1:08:36
Yeah, I met I imagined this. So like, I don't drive a fancy car. I don't care. I just, I just don't care about it. Like I read cars that way. I agree. And I imagine like what would happen one day, if I just roll up? And like the fanciest new luxury car outside our clinic,
James Quigley 1:08:53
people would know you rented it.
Jon Mendoza 1:08:56
But they would they look at me differently. Like, Damn, that's why he was upselling me on that thing last week where because I'm basically paying for his his car payment now. Yeah, you know. So when you make emotional and financial decisions, you know, you basically have to know that you have to do what's in the best interest for the business and the customer, not what's in best interest for you. I didn't start a business. So I could go get a Tesla. Like, that's just not the case, by all means. But then I say, Well, what Imagine if I had the money to buy 10, Tesla's right, would my business change? Would my model change? Because if your intention and your value start changing to I'm trying to shoot for this, and this is my goal, if it's a materialistic goal versus, you know, a sound goal that builds the community, you're going to be a staple in that community and built to last taught me that. Do you want to know how the business is last 150 years, 220 years in business, the little things values values, always think about Disney. People who worked for Walt Disney were Disney fanatics. They could not get enough of it. People who used to work for RJ Reynolds and Philip Morris, those people used to talk about how they would send packs of cigarettes home with the employees. Every one of our employees family should be smoking cigarettes. I mean, that's crazy. But people bought into it.
Yeah, well, I mean, it helped the business model, but then that's taking care of your cloud. I mean, we do that for our
James Quigley 1:10:15
it's a value, it's a value,
like, Hey, we're gonna take care of you're gonna work with us, we're going to take care of you. And then yes, there's an aspect of like, well, if they know how good our products is, it's gonna be easier for them to sell them as well, too. But any reality, all we care about is that they're that they're fine that they're doing well. Right, and that they're, that they're taking care of, right. That's what Starbucks is, like, you take care of your employees and, and your employees, takers, your employees will take care of your, of your of your customers. I mean, they have insurance. And then there's that whole aspect, right? Like there's a whole philosophy of like, it's not the customer's always right, it's is it's your, it's your employees are always right,
James Quigley 1:10:50
for sure. You know, that gets like, that's all we can go down this rabbit hole. You know, how many people you know, especially in the health and wellness space, right? They look at trainers, they look at people that work for them as almost like interchangeable. Yeah, right. And then what happens, right? It's all a trickle down system. So if I treat my employee a certain way, right, if I look at them as kind of expendable, if I treat them that way, and I speak to them that way. Well, how do you think your members are going to be treated? By your employees? Yep, they're gonna be treated the same exact way. Yep. Right. So it's a trickle down system? Yeah. So I always said the way you want the customer experience to be, you have to mirror that to be the employee experience. Yeah. And if you value your employees, you put them alongside you. You they share your values. Yep. And you help them live it every day. Well, guess what? They're going to take ownership. And they're going to go live that experience with your mouse? Yeah,
Jon Mendoza 1:11:45
yeah. Oh, and it's a lost art. But they, they basically build your business for you 100%, because I can't tell you how many times bado is said exactly verbatim stuff that I've said, and vice versa. And when you have that team F and I was here, and it's it's it's a beautiful thing, right? Because you're literally practicing what you're preaching. And and you want people to buy into what you're doing. Because those are the people that get up in the morning and open up for you. Those are the people that close at night, that's the brick and mortar online, you're going to learn that you can't do everything by yourself, no, and you're going to build a team that you have to work with. And what happened is when I go like because like I said, we're brick and mortar, if I go to another business, and I go enough, and I see turnover amongst the staff, I'm like, What is his owner doing? Why is he not treating their employees correctly? Or why do they always want to leave? You know, I look at the places that that employee has been there for 20 years. Like they live that right? They love it by hgb. I love He because those people wear their badges 18 years employment with
James Quigley 1:12:44
pride. One of the best experiences I had was at a I forget the name of it, but it was a restaurant in New Orleans. And it was like an Italian restaurant. And all the waiters had been there for 20 plus years. Right? And so you look at them, the waiter could practically be the owner, the way they acted, right? So when you have your employees take ownership, not that you can sit back and rest on that, what it enhances your ability to do more and grow. Right? Now you can think about, okay, this is taken care of, because I've taken care of my team. I've invested in my team, and my team's got this. Okay, now, what's the next project versus just like? What happens is people get so scared of investing in your team that their team's gonna up and leave them. It's like a scarcity mindset. And you see that happen a lot in the health and wellness space, especially in the CrossFit space, you know, because that has happened. But one of I'll use one of my guys, for example, he owns a gym in Queens, New York. And he came to me and it was right before the pandemic hit. No, it was like, yeah, it was like right before the pandemic, we started talking about some of the things that I was working on, and he's a good friend of mine. And then pandemic aid, he got shut down. So he's like, dude, I'm gonna take you up on it. I just need some coaching. And we basically worked on him. Not even his business. We worked on him. We worked on his habits, his routines, just the stuff that needed that he was neglecting. And then he started to level up and see, whoa, there's so much magic here. Yeah. And then he started to pour into his team. And he started to teach them about their own habits, their own routines. And he started to give them all these little like, development tools. He made more money locked down. Then he made when he was open. He just sent me his numbers. And he was his. His numbers were up 31% from January to February and 2021. And he's not even at full capacity. Right? So when you invest in your teams, and you invest in your people that's it there's an roi there right and you can't have a scarcity mindset when operating your business or else you're gonna end up running it by yourself
i agree completely well the thing of that is that that's that's the most expensive thing you can do is train employees right over and over and over again the word last time you're taking time from your spouse you're working twice you're having to take your time to go do that they're not doing it well because they don't know how to do it yet and so then you're missing the opportunity of you know of maximizing what you can do so there's like not only is it costing you money to train someone else but you're also like losing time and money because you're not maximizing what you can do yeah until you get them to that point then obviously that's how you've written scale but but yeah take your time with them right like and and john maxwell is another one i love him like right like love that people don't care how much you know until they know how much you care yeah that's that's the most important one
James Quigley 1:15:56
of the things he said was like you can't impact people from far away i can impress you right i can impress you from far away but i need to be up close right i don't want to and i don't want to impress you i want i want to walk with you and that right there was like oh like that i took that you know it's like i want to impact you i want to walk with you i don't want to impress you and that's a huge thing to think about when you're in the online space
when that's what society is today it's all about impressing this and impressing that and this picture this and like i did this and i went here and i ate this and it was like can we just like sit down and have dinner yeah
James Quigley 1:16:30
i had a crossed out i you know i thought about crossing that line when i got into the online space i thought it was like let me go travel to create content so i can create this laptop lifestyle and you know show coaches that they can do the same thing well i realized one that's not who i am right that's not authentic to me right but two they actually didn't want that
James Quigley 1:16:56
they didn't want that all that did was make them feel bad about what they don't have yeah right and so i went the other way i was like let me show them on what 530 in the morning in my journal yeah you know i'm doing i'm doing this i'm going i'm literally going to do fire and ice let me show them the actual things that i'm doing that are the unsexy stuff yeah right and it's like oh all of a sudden that is what clicked that felt more authentic than me being in you know to loop
Jon Mendoza 1:17:25
yeah yeah god i mean
the other thing about is that that you're in when you aren't you're not enjoying that right because you're like wanting to push this picture and i do and i'm just like you're not present but you're into loom like take take like one or two pictures for sure i love it
Jon Mendoza 1:17:41
man there's so many good nuggets here i
James Quigley 1:17:44
you guys are great though you're we can do this all day all day
Jon Mendoza 1:17:47
we always say for the good ones we definitely need to do have a part two so i would say we have a part two with the not say the other ones weren't great but this is obviously a wealth of knowledge and information so i appreciate it if you're not convinced by now that you know maybe you should talk to james or not you should be but if you want to find them where would they find you james
James Quigley 1:18:07
two places a instagram is one of the best place to connect with me i love it you're not going to talk to my virtual senses you're going to talk so james p quickly on instagram or just shoot me an email on jp quickly 02 at gmail.com
Jon Mendoza 1:18:21
that's awesome and thank you so much for joining us
hey thank you guys this was awesome this podcast is produced by flubs to fitness inc flats to fitness is an online wellness company that specializes in mindful eating personalized workout programs and offers a subscription workout program for 20 minute workouts you can do anywhere we also have a brand new online workout community called online workout that as is where we have three donation based zoom workout classes a week and an amazing community of people who are all working to be healthier together please join below in the show notes it's also a social media content firm for creation and scheduling of content and engagement with your fans on a variety of platforms including this podcast find out more about flabs to email@example.com AB es t o fitness.com
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Host - Baldomero Garza, MSW Nutrition; Jon Mendoza, MSW Lounge
Guest - James Quigley [@jamespquigley]
Podcast production - Andy Havranek [@ajhavranekphoto]
Guest coordinator - Baldo Garza
Intro song - Benjamin Banger