The Bounce Rate Podcast

WEBVTT

00:00:02.117 –> 00:00:05.177
Mrs angleton from fourth grade class she

00:00:05.177 –> 00:00:07.957
taught us so much about businesses well number

00:00:07.957 –> 00:00:10.957
one she taught us that talking too loud drew

00:00:10.957 –> 00:00:14.437
attention and detention two failing

00:00:14.437 –> 00:00:17.297
on a quiz wasn’t really a great way to prepare for

00:00:17.297 –> 00:00:21.417
the exam although it was motivational number

00:00:21.417 –> 00:00:24.437
three when she didn’t know something

00:00:24.437 –> 00:00:27.157
it did not help when she tried to cover

00:00:27.157 –> 00:00:30.097
it up she knew she was wrong and so did

00:00:30.097 –> 00:00:32.897
we and number four you have to burn off

00:00:32.897 –> 00:00:36.517
some energy at recess to be productive it’s universal in

00:00:36.517 –> 00:00:39.537
today’s episode we are taking you back to the

00:00:39.537 –> 00:00:44.337
classroom to think about how they’re fundamentally there are fundamentally three

00:00:44.337 –> 00:00:48.657
different ways to learn because of because of the subject because of the student

00:00:48.657 –> 00:00:52.197
and because of the environment we’re going to break them down in terms of a

00:00:52.197 –> 00:00:56.577
customer experience and i don’t want to go back to school,

00:00:57.185 –> 00:01:01.485
My partner super recently took a class. I take that back.

00:01:01.965 –> 00:01:06.745
I don’t want to go back to being a full-time student.

00:01:07.085 –> 00:01:14.905
I do know that recently I took a one-off class, and that was fun because I was

00:01:14.905 –> 00:01:19.045
spending my own money, and I was more motivated than when I was just in high school.

00:01:19.245 –> 00:01:23.945
That having been said, the process of going to seven classes in a row and going

00:01:23.945 –> 00:01:26.265
home and having to do homework is a nightmare.

00:01:27.465 –> 00:01:33.085
I disagree. If I could go to a nice, a good college and just dedicate myself

00:01:33.085 –> 00:01:36.845
to like learning, I think that would be awesome. Because when I was younger,

00:01:36.845 –> 00:01:41.345
I was working, partying, like I just didn’t, I was just getting by.

00:01:41.525 –> 00:01:44.465
But now I’m at an age where I really realized I like to learn.

00:01:44.725 –> 00:01:47.825
And so I think it would be cool. I mean, obviously I don’t want to do the basics.

00:01:47.845 –> 00:01:50.825
I want to do higher level learning, but I think that would be,

00:01:50.925 –> 00:01:53.525
I walk on like Rice campus and I’m like, oh, this is amazing.

00:01:53.705 –> 00:01:57.825
You know? So, James, if we do a Never Been Kissed episode where you go back,

00:01:58.025 –> 00:02:04.365
obviously you’re not going to date. You’re just going back to pretend to be a freshman.

00:02:05.005 –> 00:02:08.065
I’m going back Billy Madison style. There we go.

00:02:08.145 –> 00:02:14.385
I’m going to play dodgeball with the junior high kids and crush them. Destroy them. Yes.

00:02:14.625 –> 00:02:18.265
That would be nice. Yeah, maybe even fourth graders. I have no morals when it

00:02:18.265 –> 00:02:21.925
comes to dodgeball. If I, look, if I had to go back to school and I jumped into

00:02:21.925 –> 00:02:25.345
fourth grade, I would absolutely wreck everyone.

00:02:25.485 –> 00:02:28.625
I would be so, so much more advanced than everyone, you know?

00:02:28.845 –> 00:02:32.785
Yeah, I know. I know. Like, I’d be like at a sixth or seventh grade level.

00:02:32.905 –> 00:02:37.065
I’d be reading at a seventh grade level. It would be so impressive.

00:02:37.305 –> 00:02:42.925
I see you guys going back and just like terrorizing your classmates and just like, oh, man.

00:02:43.325 –> 00:02:46.645
I would just, look, what I would be shooting for is that gold star.

00:02:46.645 –> 00:02:51.725
I just, I want that gold star sticker and I’d want to be named student of the day.

00:02:52.738 –> 00:02:57.878
But learning is fun. That was also, that was something that I had to,

00:02:58.178 –> 00:03:04.338
like the structure of learning and the structure of being quizzed and having

00:03:04.338 –> 00:03:07.378
exams was extremely anxiety inducing.

00:03:07.738 –> 00:03:09.738
But learning is great.

00:03:10.178 –> 00:03:16.378
And doing it, like today we’re going to talk about the five principles of learning, right?

00:03:16.498 –> 00:03:19.478
What do we call it? Five laws of learning. Five laws of learning.

00:03:19.738 –> 00:03:24.958
So it’s an actual law. and i think each of them are pretty applicable to how

00:03:24.958 –> 00:03:28.338
digestible the learning process is for people,

00:03:29.078 –> 00:03:32.618
what type of we’ve talked about this before what what type of learners are y’all

00:03:32.618 –> 00:03:38.398
what what how do you learn things so i definitely don’t learn the way the normal

00:03:38.398 –> 00:03:43.958
school teaches right like i’m not a hear it learn it like i have to like ingest

00:03:43.958 –> 00:03:46.678
it i’ve got to see it i got to write it you know So multiple.

00:03:47.198 –> 00:03:50.518
Yeah, I cannot. That’s how everybody is, honestly. That’s not how my son is.

00:03:50.618 –> 00:03:52.978
He hears the stuff and then he goes and gets an A. I’m like, how?

00:03:53.178 –> 00:03:55.458
But that, so there’s not a difference.

00:03:55.738 –> 00:04:01.678
The old theory behind there’s auditory losers, visual learners, and kinesthetic.

00:04:01.798 –> 00:04:04.198
That’s all been, research has blown that out of the water.

00:04:04.358 –> 00:04:09.038
They’re really, that is not really a thing. The difference is motivation.

00:04:09.958 –> 00:04:15.018
Motivation. Your son wants to learn that stuff and demonstrate.

00:04:15.018 –> 00:04:16.338
It. That’s why he’s hearing it.

00:04:16.478 –> 00:04:19.818
And that’s why he can hear it. Remember it because it’s important to him on

00:04:19.818 –> 00:04:23.458
some level, on some level. I think, I think there’s truth to that.

00:04:24.372 –> 00:04:31.152
But I think, so, you know, recently there’s been this huge surge of people self-diagnosing

00:04:31.152 –> 00:04:33.232
themselves with attention deficit disorder.

00:04:33.572 –> 00:04:38.592
And I feel like it is slightly different.

00:04:38.912 –> 00:04:43.632
There can be something that I am super interested in and is super important to me.

00:04:43.952 –> 00:04:49.932
And the moment someone gets the third sentence in, my mind will start to say,

00:04:50.132 –> 00:04:52.212
okay, what’s going on right now?

00:04:52.292 –> 00:04:54.672
Oh my gosh. just like the listeners of this podcast.

00:04:54.952 –> 00:04:59.792
Yeah, they zone out. And so, well, the listeners of every podcast,

00:04:59.992 –> 00:05:03.152
I mean, sometimes you just have a podcast on in the background.

00:05:03.152 –> 00:05:06.592
Well, I have a friend that listens to the bounce rate.

00:05:06.812 –> 00:05:11.692
Specifically, she says she listens to it to go to sleep. So nice of them.

00:05:12.612 –> 00:05:17.732
But the point- Hey, I’m just glad we’re helping her achieve something in her

00:05:17.732 –> 00:05:19.412
life. We’ll find our niche. Yeah.

00:05:19.712 –> 00:05:27.232
But I would- It’s white noise. I would submit that for me, it doesn’t sink in.

00:05:27.492 –> 00:05:31.072
Like, yeah, sure. I have to hear someone explain it, but it does not sink in

00:05:31.072 –> 00:05:34.072
until I physically doing it.

00:05:34.172 –> 00:05:36.232
If someone’s like, all right, so first you’re going to do this,

00:05:36.332 –> 00:05:37.212
then you’re going to do this.

00:05:37.452 –> 00:05:43.252
By the third step, I’m struggling to get in there. It’s way easier for me to

00:05:43.252 –> 00:05:44.832
actually just like, number one, do it.

00:05:45.012 –> 00:05:49.812
Number two, do it. So I think that that’s more around the subject matter than the learning style.

00:05:50.172 –> 00:05:56.212
So take the difference between studying to be a CPA versus to be a race car driver.

00:05:57.510 –> 00:06:03.970
This is the academic talk. Well, they’re different subjects and they relate differently.

00:06:04.210 –> 00:06:07.590
So with being a race car driver, yeah, there’s a lot of academic.

00:06:07.750 –> 00:06:12.410
I mean, it’s not just drive faster in the left, as South Park so eloquently put it.

00:06:12.750 –> 00:06:18.510
There is tons of egghead knowledge, science, and so forth in being a race car driver.

00:06:18.870 –> 00:06:23.170
But ultimately, it is about doing. You have to physically do it.

00:06:23.170 –> 00:06:30.170
But no amount of preparation can prepare you to drive a race car at 170 miles

00:06:30.170 –> 00:06:33.090
an hour around those curves except doing it.

00:06:33.370 –> 00:06:35.490
Being a CPA, I can tell you.

00:06:36.250 –> 00:06:43.930
Yeah. I’m going to say confirm and slightly critique because when I was going

00:06:43.930 –> 00:06:48.570
to business school and I was taking accounting classes, I would be like,

00:06:48.710 –> 00:06:52.370
okay, this is accounting and I need to learn this.

00:06:52.930 –> 00:06:58.910
I did not feel motivated to do accounting until I had my own business.

00:06:59.210 –> 00:07:03.210
And then I was like, oh, this is this is not a struggle.

00:07:03.430 –> 00:07:07.410
I need to do this accounting because it’s real. I always had a problem with

00:07:07.410 –> 00:07:11.850
hypothetical problems because I’m like, well, this is all this is all pretend anyway.

00:07:12.190 –> 00:07:15.210
When I was actually doing the thing. And that’s hard because it’s like,

00:07:15.310 –> 00:07:18.630
well, if that’s the case, then you just need to be an intern for everything. Right.

00:07:19.448 –> 00:07:22.468
You’re correct in that there must be a balance.

00:07:22.628 –> 00:07:28.208
There has to be a point to where you practice it before you actually do it for real.

00:07:28.428 –> 00:07:31.968
So I’m not sure we’re saying the same thing.

00:07:32.088 –> 00:07:37.048
It’s seeing what I’m, what I hear you, you’re talking about like your motivation to learn.

00:07:37.188 –> 00:07:42.268
And so you don’t really start processing on something unless you can see how

00:07:42.268 –> 00:07:43.468
you can apply it to something.

00:07:43.668 –> 00:07:46.428
So accounting, because accounting is accounting, T account.

00:07:46.668 –> 00:07:49.788
I mean, you may not get gotten that far into your business because you may not need it.

00:07:49.868 –> 00:07:53.808
But, you know, debits and credits and balances and how this moves around and

00:07:53.808 –> 00:07:55.168
owner equity and all that stuff.

00:07:55.288 –> 00:08:00.068
I mean, those are concepts that you have to have in your head and that are abstract.

00:08:00.428 –> 00:08:03.988
There is no physical representation of owner equity.

00:08:04.608 –> 00:08:09.088
No. Well, I guess I’m just talking about like the like homework,

00:08:09.528 –> 00:08:10.628
just like saying, all right.

00:08:10.708 –> 00:08:16.248
So for you to go learn it and do it and apply it and process it internally, Right.

00:08:16.388 –> 00:08:22.348
You you had to have some some concrete application to get you excited to go do it. Basically, yeah.

00:08:22.728 –> 00:08:27.788
Yeah. That’s very different, though, than talking about teaching a kid to drive

00:08:27.788 –> 00:08:30.008
a car or somebody to fly a plane.

00:08:30.788 –> 00:08:35.208
Because at the end of the day, there are going to be some kids that can just

00:08:35.208 –> 00:08:38.308
hold that abstract that are interested. They’re puzzle solvers.

00:08:38.528 –> 00:08:40.908
Well, then they want to hold that abstraction in their head.

00:08:40.908 –> 00:08:42.708
And that’s fine. In accounting, I can do that.

00:08:42.928 –> 00:08:46.768
We can talk about it all abstractly and then they can go take a test and ace it.

00:08:47.068 –> 00:08:51.328
You cannot ace flying unless you do it physically.

00:08:51.588 –> 00:08:55.568
Let me ask this because I do not have a child. Do kids zone out anymore?

00:08:56.268 –> 00:09:00.548
Is it worse now than it used to be, you think? I mean, yeah.

00:09:01.948 –> 00:09:04.808
They zone out, of course. Some more than others.

00:09:05.288 –> 00:09:08.688
You know what I mean? I’ve got a space cadet as one kid and then another one

00:09:08.688 –> 00:09:13.628
is not so much. but yeah I think I mean the phones changed everything but I

00:09:13.628 –> 00:09:17.388
think it’s I don’t know if it’s you think it’s probably similar yeah.

00:09:18.791 –> 00:09:23.231
Yeah, my wife still teaches. She teaches teenagers, high school.

00:09:24.151 –> 00:09:29.171
I don’t know that I’d say that from what she’s told me, I don’t think that people

00:09:29.171 –> 00:09:32.371
are… Zoning out is probably a little different now.

00:09:32.531 –> 00:09:36.551
It’s probably staring at your phone mindlessly scrolling.

00:09:36.731 –> 00:09:40.671
Sure. As opposed to, we didn’t have a phone.

00:09:40.811 –> 00:09:44.191
When I was in school and I zoned out, I was just staring at the wall and then

00:09:44.191 –> 00:09:46.951
I was falling asleep. How much I miss those times.

00:09:47.711 –> 00:09:51.191
I wish I could go back to college. It would be cool. I will say this.

00:09:51.231 –> 00:09:57.211
I would like to spend a couple of days in the 80s as an adult just to remember,

00:09:57.451 –> 00:10:02.011
just to see what it would be like to not have to constantly check.

00:10:02.751 –> 00:10:06.211
Leather zipper jackets. That’s what it was like. Yeah, there was always,

00:10:06.311 –> 00:10:08.871
you were always. Leotards. There was always.

00:10:09.511 –> 00:10:11.471
Jazzercise. I think you were just talking about Michael Jackson.

00:10:13.171 –> 00:10:16.751
I will say this, though. I did learn something about education because I did

00:10:16.751 –> 00:10:18.691
not apply myself very well to education.

00:10:19.211 –> 00:10:24.211
And in the end, if you fast forward, I mean, I feel like I’ve I’ve you know, I ran a business.

00:10:24.371 –> 00:10:27.351
I provided for a family and now I’m at this amazing company.

00:10:27.351 –> 00:10:30.531
Yeah, you speak good. And I feel like I’m doing great.

00:10:30.891 –> 00:10:36.811
But I feel like I look back and I’m like, oh my gosh, if you just focus on school,

00:10:36.991 –> 00:10:38.231
it makes it so much easier.

00:10:38.411 –> 00:10:40.511
The path just becomes easier, right?

00:10:41.531 –> 00:10:45.791
And I think you could apply that to business too, where best practices,

00:10:46.071 –> 00:10:49.251
learning things, just do the work.

00:10:49.571 –> 00:10:53.211
Yeah. And everything becomes so much easier. Of course, you can be successful

00:10:53.211 –> 00:10:57.371
without it, but you just make it a harder path. Does that make sense?

00:10:58.392 –> 00:11:07.652
The, the, the applicability of what is taught in school is very hard for a lot of kids to see.

00:11:08.232 –> 00:11:14.492
I think that’s when, when, when I hear people say, oh yeah, the way we’re taught

00:11:14.492 –> 00:11:15.912
in school doesn’t work for me.

00:11:16.052 –> 00:11:21.892
I almost always think that it’s, it’s a challenge of as the student going up

00:11:21.892 –> 00:11:25.712
through, they didn’t see how this would apply to them. I, I, yeah.

00:11:26.372 –> 00:11:30.492
I, I think it’s such an interesting thing. I was, I don’t know where I kind

00:11:30.492 –> 00:11:35.152
of got, it wasn’t necessarily from my family, but I, for whatever reason,

00:11:35.152 –> 00:11:39.332
I was very much one of those kids that wanted to learn all sorts of different stuff.

00:11:39.332 –> 00:11:43.792
And I wanted to study, you know, philosophy and history and math and all those things.

00:11:44.492 –> 00:11:47.432
Even if I didn’t want to demonstrate it and do well on tests.

00:11:47.492 –> 00:11:51.012
I mean, I, I almost failed out of English. I can’t tell you how many times,

00:11:51.152 –> 00:11:52.672
cause I was a terrible writer.

00:11:52.852 –> 00:11:57.072
I didn’t want to check my work. But I loved discussing this stuff.

00:11:58.272 –> 00:12:05.552
When I’m looking at AI, and just recently, I personally have had a lot of exposure

00:12:05.552 –> 00:12:10.612
to AI concepts and things that they’re trying to do and kind of cutting edge with marketing stuff.

00:12:11.734 –> 00:12:17.894
I think that desire to learn everything and think that anything that’s out there

00:12:17.894 –> 00:12:23.274
that can be learned is worth learning is probably the single most important

00:12:23.274 –> 00:12:24.914
skill you can have going forward.

00:12:25.234 –> 00:12:32.334
Because if you don’t have that kind of breadth, AI is not going to work as well

00:12:32.334 –> 00:12:34.914
for you as it does for other people.

00:12:35.174 –> 00:12:38.354
That’s what you’re saying. Because you’ll go in, you’ll say,

00:12:38.514 –> 00:12:41.094
solve this problem, chat GPT.

00:12:41.094 –> 00:12:44.574
It’ll solve it and then you have no way to evaluate it yeah

00:12:44.574 –> 00:12:48.254
yeah chat gb and that’s the thing with ai we’re

00:12:48.254 –> 00:12:52.454
now we’ve reached a point where there’s this guest master’s

00:12:52.454 –> 00:12:55.594
degree level assistant that everyone has

00:12:55.594 –> 00:12:58.714
and so there’s going to be this line

00:12:58.714 –> 00:13:01.634
of does this do you stop learning

00:13:01.634 –> 00:13:04.454
here and let this reference thing do

00:13:04.454 –> 00:13:07.234
all your do all your thinking or do you

00:13:07.234 –> 00:13:10.654
learn how the reference machine works and it

00:13:10.654 –> 00:13:13.994
becomes your personal assistant i yeah

00:13:13.994 –> 00:13:17.614
what we’re gonna see is that it you

00:13:17.614 –> 00:13:20.774
won’t have the talking about how applicable is

00:13:20.774 –> 00:13:24.474
to your life there aren’t going to be jobs where all

00:13:24.474 –> 00:13:27.434
i do is go get the ai answer and move

00:13:27.434 –> 00:13:30.414
on because if that’s your job is just going

00:13:30.414 –> 00:13:33.314
and being the person so did you guys see galaxy quest yeah

00:13:33.314 –> 00:13:36.534
the sigourney weaver you haven’t seen it oh with tim allen

00:13:36.534 –> 00:13:41.634
and sigourney weaver and monk with alan rickman and tony alan rickman it’s awesome

00:13:41.634 –> 00:13:46.754
movie it’s a it’s a it’s a parody of star trek okay anyway at one point sigourney

00:13:46.754 –> 00:13:51.534
weaver is talking to the computer they’re having this this meeting it’s a crisis

00:13:51.534 –> 00:13:55.854
the aliens can i can i explain so basically they played a washed up.

00:13:56.736 –> 00:13:59.856
Cast of an old star trek type movie okay

00:13:59.856 –> 00:14:03.076
and it turns out that there are aliens

00:14:03.076 –> 00:14:06.076
that have been watching that movie and

00:14:06.076 –> 00:14:11.296
crafted their entire society around it so they abduct the cast because they

00:14:11.296 –> 00:14:16.056
need them to help them with a certain intergalactic problem so it’s this cast

00:14:16.056 –> 00:14:22.716
of washed up actors trying to operate a star trek level spaceship awesome it

00:14:22.716 –> 00:14:25.356
does sound like a great It’s exactly off of the show.

00:14:25.736 –> 00:14:29.256
This is great. So everything works exactly like, so the cast actually has to

00:14:29.256 –> 00:14:32.616
go back and like rewatch episodes to know how to do that. How do we do that? Yeah.

00:14:32.936 –> 00:14:37.576
So at one point in the show, they’re having this meeting, they’re asking the

00:14:37.576 –> 00:14:40.116
computer, like how much fuel do we have and so forth.

00:14:40.316 –> 00:14:44.956
So the captain to Malin will say, okay, how much fuel will we have?

00:14:45.076 –> 00:14:49.576
And Sigourney will say, computer, how much fuel do we have? And then the computer responds.

00:14:49.736 –> 00:14:53.896
And then they say, says, okay, what is our shield strength? And she’ll say,

00:14:54.056 –> 00:14:55.436
computer, what is our show?

00:14:55.576 –> 00:14:58.156
And somebody says, well, you’re just repeating.

00:14:58.336 –> 00:15:02.036
So she says, I have one job and I’m going to damn well do it.

00:15:02.096 –> 00:15:04.616
And that is repeating the question to the computer.

00:15:05.576 –> 00:15:08.896
That AI job is not going to exist. Yeah.

00:15:09.156 –> 00:15:14.096
We are not going to have this. So if you can’t take what comes out of AI and

00:15:14.096 –> 00:15:18.696
analyze it, place it into the context, evaluate it, judge it,

00:15:18.856 –> 00:15:21.936
you’re not going to have a job. I think that’s that’s.

00:15:22.654 –> 00:15:27.634
So that’s where studying Plato is important because you don’t know when that

00:15:27.634 –> 00:15:31.394
one piece of information is going to actually come true.

00:15:31.954 –> 00:15:35.274
Studying history is going to be important because I need to know how these things

00:15:35.274 –> 00:15:39.434
work in context. How do people, in understanding that stuff. Critical thinking.

00:15:39.814 –> 00:15:44.334
Being able to say, all right, how does this generative answer,

00:15:45.054 –> 00:15:46.934
what part- I have to evaluate it.

00:15:47.054 –> 00:15:52.474
Yeah, what part of this generation is not a good answer. Even if all I’m trying

00:15:52.474 –> 00:15:58.274
to do from it is just execute, because a lot, you know, right now,

00:15:58.434 –> 00:16:01.894
at least ChatGPT cannot run my burger restaurant.

00:16:02.414 –> 00:16:06.874
Yeah. I mean, I still have to actually serve the burger, but asking a question,

00:16:07.134 –> 00:16:10.694
seeing how I should run the back of house, how I should market,

00:16:10.854 –> 00:16:12.654
how I should, I’ve got to be able to evaluate those.

00:16:12.754 –> 00:16:17.114
ChatGPT, the customer says they want triple patty with cheese.

00:16:17.434 –> 00:16:21.434
Do I do that? That’s a great question, James. ChatGVT, your customer’s upset.

00:16:21.594 –> 00:16:23.294
They want… You’re right.

00:16:23.734 –> 00:16:25.914
Extra patties does make it more delectable.

00:16:26.814 –> 00:16:30.914
So we’re going to talk about the five laws of learning.

00:16:31.214 –> 00:16:34.714
Yes. So I was a teacher. That’s how I met my wife.

00:16:34.914 –> 00:16:39.314
I’ve also taught… I was a flight instructor. I’ve been a ski instructor.

00:16:40.174 –> 00:16:46.234
I did a very tiny little bit of improv coaching under some direct supervision.

00:16:46.254 –> 00:16:47.394
We’ll do more. We’ll do more.

00:16:47.914 –> 00:16:53.174
Anyway, so I’ve got some good experience in teaching, but I’m going to give you the five laws.

00:16:53.314 –> 00:16:58.734
This is why, and I want you to relate these. So these are the five laws of how

00:16:58.734 –> 00:17:01.754
somebody learns and whether you’re going to be successful at teaching them something.

00:17:02.014 –> 00:17:05.594
Yeah. And I want you guys to apply it to customer service. Are you ready? Okay. Okay.

00:17:05.874 –> 00:17:10.734
All right. The first one is law of readiness. It says a learner cannot learn

00:17:10.734 –> 00:17:12.214
until they are ready to learn.

00:17:12.774 –> 00:17:14.754
Yeah, I think that is.

00:17:15.758 –> 00:17:22.478
Highly applicable to customer service in that we have a funnel.

00:17:22.638 –> 00:17:25.158
You have a funnel when it comes to customers.

00:17:25.798 –> 00:17:33.138
And some customers might be ready for another smoothie in two days.

00:17:33.378 –> 00:17:37.358
Other customers might be ready for a smoothie in a month.

00:17:37.678 –> 00:17:43.458
And so you have to, some people might, the law of readiness,

00:17:43.738 –> 00:17:48.098
some people are not ready to receive the message of, hey, come buy my,

00:17:48.298 –> 00:17:51.198
come, come buy the smoothie and you have to track that.

00:17:51.378 –> 00:17:54.318
So the way I, I kind of interpret it is right.

00:17:54.838 –> 00:17:56.998
Yeah. You said.

00:17:57.898 –> 00:18:00.698
First of all I’ve learned you can’t learn till you’re ready to learn till you’re ready

00:18:00.698 –> 00:18:04.578
to learn so I’m like I can’t provide

00:18:04.578 –> 00:18:07.618
a great experience and support my

00:18:07.618 –> 00:18:10.298
customers until I’m see the

00:18:10.298 –> 00:18:13.318
value that too you can’t learn from

00:18:13.318 –> 00:18:17.998
your own operational mistakes yes until you’re ready to do that that that’s

00:18:17.998 –> 00:18:23.238
something that I feel a lot where I will go you know what I’m not I’m gonna

00:18:23.238 –> 00:18:27.198
focus on this I’m not gonna worry about this I know you go aside yeah and that’s

00:18:27.198 –> 00:18:31.798
the thing like after your ego takes so many hits, you go, okay, I’m ready to.

00:18:32.058 –> 00:18:35.038
You either are just a learner or you get beat down.

00:18:35.158 –> 00:18:38.858
Yeah, you go, all right, you win, I’m ready. I’m ready to learn from my mistakes.

00:18:39.118 –> 00:18:40.378
Or you never learn and you just go out of business.

00:18:41.698 –> 00:18:45.618
All right, very good. The next law of learning is the law of exercise,

00:18:45.618 –> 00:18:51.018
which says that the concepts that you repeat the most frequently are the ones

00:18:51.018 –> 00:18:55.538
that are most embodied, the ones that you learn the best.

00:18:55.538 –> 00:18:59.518
So I kind of yeah I

00:18:59.518 –> 00:19:04.318
mean I could apply that in so many different ways but it’s like the law of repetition

00:19:04.318 –> 00:19:10.418
right or like I look at it two different ways one I look at it as a business

00:19:10.418 –> 00:19:15.478
owner I told myself in my head many things and what I told myself usually became

00:19:15.478 –> 00:19:17.778
the reality right so being,

00:19:18.438 –> 00:19:23.698
aware of what how you’re speaking to yourself that’s one way right so that you

00:19:23.698 –> 00:19:27.218
are growing and you’re building, not beating yourself down.

00:19:28.218 –> 00:19:31.698
And so I have another, I think that’s a great point. Yeah, I got another one,

00:19:31.758 –> 00:19:33.338
but go ahead. No, no, no, no, no, you’re up.

00:19:33.498 –> 00:19:38.558
Well, the way I think that’s applicable is that I’ve certainly been to,

00:19:38.798 –> 00:19:44.778
let’s use a restaurant where the pickup counter works exceptionally smoothly.

00:19:45.358 –> 00:19:49.338
And I come in and they always have my food ready and it’s always right.

00:19:49.898 –> 00:19:57.158
However, the rest of the restaurant is very dirty. And they are exercising the…

00:19:58.141 –> 00:20:01.461
Takeout counter procedure very well.

00:20:01.801 –> 00:20:05.781
And it’s making me go, oh, you know what? If I go here, I’m going to get fast,

00:20:05.901 –> 00:20:07.181
hot, fresh, correct food.

00:20:07.541 –> 00:20:11.161
But I do not want to take a date to this place because it’s dirty all the time.

00:20:11.641 –> 00:20:17.101
So sometimes you have to make, well, sometimes you may think that you need to

00:20:17.101 –> 00:20:21.961
make a trade-off, but it’s entirely possible that you could be exercising one

00:20:21.961 –> 00:20:25.321
procedure way too much and letting another muscle group atrophy.

00:20:25.981 –> 00:20:28.521
And I think that as Because business

00:20:28.521 –> 00:20:32.241
owners, you have to do a full body workout to say like, all right.

00:20:32.481 –> 00:20:35.601
Well, I was going to relate it to like advertising, right? The message you put

00:20:35.601 –> 00:20:38.941
out there, you’ve got to repeat that message over and over and over so that

00:20:38.941 –> 00:20:42.361
the customer digest it, right? They don’t hear it once and that’s it.

00:20:42.481 –> 00:20:45.881
You’ve got to push that narrative, repeat it, repeat it, repeat it.

00:20:45.981 –> 00:20:47.061
Yeah, you can’t just do one.

00:20:47.201 –> 00:20:51.261
It’s exercise because you’re doing reps. You’re like, you know, practicing.

00:20:51.621 –> 00:20:54.581
Yeah, and I think you have to be consistent. If you’re not consistent,

00:20:54.581 –> 00:21:00.141
people will pick an arbitrary piece of their experience with you because we

00:21:00.141 –> 00:21:01.001
want a pattern recognized.

00:21:01.781 –> 00:21:05.761
We want to sum this experience up into something.

00:21:05.881 –> 00:21:09.961
And so if I don’t have that repetition, who knows what I’m going to pick out of them.

00:21:10.101 –> 00:21:12.421
Yeah. All right. The law of primacy.

00:21:12.941 –> 00:21:16.161
So that which is learned first is learned best.

00:21:17.021 –> 00:21:21.841
Interesting. That is learned first is learned best. Interesting.

00:21:22.781 –> 00:21:27.381
Now, not to be confused with the band Primus. That’s what I first thought of.

00:21:27.521 –> 00:21:30.461
I’m like, how did they make it into the law of learning?

00:21:30.701 –> 00:21:31.901
Yeah. Laws of learning.

00:21:32.221 –> 00:21:36.401
That does make sense because, you know, whenever you are learning a,

00:21:37.157 –> 00:21:40.477
you’re stacking things on top of each other. You’re saying, all right,

00:21:40.517 –> 00:21:42.537
I’m going to learn the fundamentals first.

00:21:42.577 –> 00:21:46.677
And that is, you know, in basketball, you learn dribbling.

00:21:46.877 –> 00:21:51.517
And you say, because that’s the base, you need to dribble to get around the court.

00:21:51.837 –> 00:21:54.777
And then you build on top of that and on top of that.

00:21:54.897 –> 00:21:59.117
And if you start with the top thing, then you’re going to have,

00:21:59.297 –> 00:22:01.057
then you won’t have a good foundation.

00:22:01.237 –> 00:22:06.937
So I think that’s a good, it’s accurately, that’s an accurate assessment just

00:22:06.937 –> 00:22:12.117
in terms of foundational knowledge in running things and saying,

00:22:12.337 –> 00:22:14.037
all right, so what am I going to learn first?

00:22:14.237 –> 00:22:21.697
Well, I’m going to learn that you need to have, you know, revenue minus expenses equals profit.

00:22:22.017 –> 00:22:26.457
And if I don’t have profit, I need to increase revenue or decrease expenses.

00:22:26.757 –> 00:22:31.137
And so that’s, you know, I’ve learned that and then I It can build on top of that.

00:22:31.357 –> 00:22:36.997
If you get too far into the weeds on other stuff, it can be easy to forget those fundamentals.

00:22:37.217 –> 00:22:40.917
That’s how I can kind of interpret that. Yeah, I’m like, this one’s confusing

00:22:40.917 –> 00:22:42.717
me a little bit, but I’m kind of thinking…

00:22:43.711 –> 00:22:48.651
Whatever you perceive is valuable and where you spend your time is kind of what

00:22:48.651 –> 00:22:51.951
you learn doesn’t mean it’s always right. But I don’t know.

00:22:52.651 –> 00:22:54.911
I would be curious to see what you think about it. So I would say,

00:22:54.991 –> 00:22:58.631
especially with related customer service, this has to do with first impressions matter.

00:22:58.871 –> 00:23:01.931
Yeah, there you go. It’s your first impression. I knew I was going to set the

00:23:01.931 –> 00:23:04.011
tone. It is what is going to make the difference.

00:23:04.351 –> 00:23:08.331
Love that. I forgot we were related back to customer service. Yeah, yeah, yeah.

00:23:08.571 –> 00:23:12.191
But no, that’s perfect. And learning-wise, it is hard to unlearn stuff.

00:23:12.191 –> 00:23:17.431
Yeah. Once you learn how to do something, somebody comes along and says, oh, do it this way.

00:23:17.571 –> 00:23:19.911
You’re like, wait, that’s not what I learned the first time.

00:23:20.171 –> 00:23:22.731
Yeah, I mean, that makes a lot of sense because say you go to a new restaurant,

00:23:22.791 –> 00:23:24.011
the first experience is negative.

00:23:24.751 –> 00:23:27.411
That’s going to stick with you. But say you’ve gone a few times,

00:23:27.431 –> 00:23:30.831
you had great customer experience, then you get a negative one.

00:23:31.051 –> 00:23:33.591
You’re like, okay, that was maybe weird. I’ll go back.

00:23:34.351 –> 00:23:37.171
And again, the service is great. You’re going to forgive them.

00:23:37.291 –> 00:23:40.571
But if that first one is negative, that’s going to be your impression of that

00:23:40.571 –> 00:23:41.991
restaurant or that business.

00:23:42.451 –> 00:23:47.251
100% is going to stick with you. It’s hard to unlearn this negative experience. Yep.

00:23:47.991 –> 00:23:54.251
Okay. Law of intensity that a learning experience that has more emotion in it

00:23:54.251 –> 00:23:58.011
or is more exciting helps you better learn the lesson.

00:23:58.131 –> 00:24:03.791
Well, I feel like in customer service, this is like, does the business,

00:24:03.951 –> 00:24:05.151
do you feel that they care?

00:24:05.391 –> 00:24:08.971
Right? Like, you know, is it like, okay, sure.

00:24:09.171 –> 00:24:12.811
Okay. Sorry about that. We’ll do this. Or is it like, oh my gosh,

00:24:12.951 –> 00:24:18.031
you know, like, you know, they, they, they make you feel like they care.

00:24:18.251 –> 00:24:19.071
Does that make sense? Yeah.

00:24:19.451 –> 00:24:26.251
Well, also the inverse negative intensity where if you were at a restaurant

00:24:26.251 –> 00:24:31.931
and I was at a restaurant recently and it was, there was a.

00:24:33.107 –> 00:24:35.867
It was an all-you-can-eat situation, or I will say.

00:24:36.047 –> 00:24:40.747
It was one of those like hot pot or Mongolian grill. I don’t know what we call

00:24:40.747 –> 00:24:42.807
it. Yeah, Mongolian grill, yeah.

00:24:43.727 –> 00:24:51.287
And so I had made slightly more meat than I could eat.

00:24:51.767 –> 00:24:55.867
It was not a lot. It was just like a handful of meat. And I was like, oh, darn it.

00:24:55.947 –> 00:25:02.547
I don’t want this to go to waste, but I understand that these places can’t have to go.

00:25:03.587 –> 00:25:06.447
Containers. So I was like, all right, you know, I’m just going to come,

00:25:06.667 –> 00:25:10.007
I’m just going to kind of like come and say, like, totally understand if I can’t

00:25:10.007 –> 00:25:16.227
take this to go, but you know, am I able to do that or something?

00:25:16.907 –> 00:25:22.707
And the person like kind of snapped and they were like, well,

00:25:22.807 –> 00:25:24.407
we have to go containers for $17.

00:25:24.767 –> 00:25:30.727
I’m like, okay, okay, got it. And so it was a situation where I was kind of

00:25:30.727 –> 00:25:35.427
bringing an energy of saying, like, I don’t need a yes to this.

00:25:35.947 –> 00:25:39.887
And here’s where I am as a customer. And their response was,

00:25:39.887 –> 00:25:44.267
I’m not dealing with this. And, you know, and so…

00:25:45.251 –> 00:25:48.291
They made you feel what they were feeling on the wrong side.

00:25:48.491 –> 00:25:53.051
And I’ll bet, I’ll bet that that server’s experience, their first experience,

00:25:53.331 –> 00:25:57.711
their earliest experiences with that was somebody saying, I want a to-go box.

00:25:57.791 –> 00:26:00.851
And they’ll say, well, we have one for $17. And they said, what do you mean $17?

00:26:01.131 –> 00:26:04.551
I can’t believe. And that’s what they were expecting. That’s what they learned. Oh, yeah, exactly.

00:26:04.751 –> 00:26:08.831
So it becomes this vicious cycle where it’s like, I was kind of hoping,

00:26:09.291 –> 00:26:12.511
you know, the intensity of that situation. I was kind of hoping for them to

00:26:12.511 –> 00:26:15.811
say, oh, sorry, we can’t, we can’t do it. It’s just a policy.

00:26:15.991 –> 00:26:17.491
And I would have been like, totally understand.

00:26:18.291 –> 00:26:23.071
But their interpretation of this is, I need to prison rules.

00:26:23.211 –> 00:26:27.871
I need to right at the top say, no, absolutely not. It’s like, okay, okay, fine.

00:26:28.551 –> 00:26:31.171
I’m going to give you something here. Please. A little piece of advice.

00:26:31.451 –> 00:26:32.551
It’s going to blow your mind.

00:26:33.391 –> 00:26:38.511
Always bring somebody who carries a purse. A meat purse. A meat purse. That’s right.

00:26:38.671 –> 00:26:42.911
Then you have your own to-go bag at any given time. Stuff it in there. Smart. All right.

00:26:43.271 –> 00:26:47.231
All right. is that why fanny packs that was law of intensity okay all right

00:26:47.231 –> 00:26:53.831
last law number five law of disuse so if you are it’s kind of the opposite of

00:26:53.831 –> 00:27:00.291
exercise if if you haven’t been working on a concept for a long time the further

00:27:00.291 –> 00:27:02.871
away you get from it the less likely you’re going to remember it.

00:27:03.951 –> 00:27:07.271
Yeah i mean i feel like this one’s pretty obvious it’s just.

00:27:08.161 –> 00:27:11.321
Like if you don’t practice good customer service

00:27:11.321 –> 00:27:13.981
you’re gonna it’s not gonna happen i don’t know i

00:27:13.981 –> 00:27:17.081
mean like where am i missing here i think the scariest thing is

00:27:17.081 –> 00:27:20.061
how easy it is to let things

00:27:20.061 –> 00:27:23.121
atrophy and to go all right i’ve been really focused

00:27:23.121 –> 00:27:31.541
on this thing and my skills at updating my google profile have atrophied i’ve

00:27:31.541 –> 00:27:38.501
been spending so much time working on this customer satisfaction form that my

00:27:38.501 –> 00:27:41.341
skills at upselling have atrophied.

00:27:41.661 –> 00:27:47.301
So you’re correct. It’s the inverse of exercise.

00:27:47.581 –> 00:27:51.561
If you let something sit and you

00:27:51.561 –> 00:27:56.401
ignore it for a while, then whatever you learned is not going to matter.

00:27:56.781 –> 00:27:59.301
Well, I feel like Chick-fil-A has, I mean, they’re an example of customer service.

00:27:59.421 –> 00:28:04.401
They have great customer service. And I feel like leadership there makes it a priority, right?

00:28:04.541 –> 00:28:09.001
Like it is something that they’re constantly reminded and trained on.

00:28:09.121 –> 00:28:13.161
But I will say the longer I go from having a Chick-fil-A meal,

00:28:13.461 –> 00:28:17.101
the less visceral that it is.

00:28:17.901 –> 00:28:22.041
And I don’t, because sometimes you go into Chick-fil-A and love them or hate

00:28:22.041 –> 00:28:28.021
them if you love them, like when you get that super hot, fresh nugget or sandwich,

00:28:28.301 –> 00:28:29.721
it is really, really good.

00:28:29.821 –> 00:28:33.621
And you’re like, oh, yes. Yes, and it’s a very intense mode,

00:28:33.781 –> 00:28:34.421
right, law of intensity.

00:28:35.261 –> 00:28:39.101
Then as time goes by, I’m like, yeah, Chick-fil-A, I like that.

00:28:39.201 –> 00:28:42.201
You know, two weeks later, I’m like, yeah, it’s okay. Well, let’s go to Whataburger.

00:28:43.461 –> 00:28:46.541
And you forget it. So if I’m reminded…

00:28:48.015 –> 00:28:51.675
From a customer service, if I’m reminded, if the app has a notification,

00:28:51.675 –> 00:28:55.215
if I get an offer, if I get something just, hey, email, remind me.

00:28:55.915 –> 00:28:59.175
That’s what brings, oh God, I do, you know, that wasn’t that long ago,

00:28:59.255 –> 00:29:02.255
but boy, it was good. And then I go back and reinforce it.

00:29:02.495 –> 00:29:09.955
Hey, Eric, remember what it feels like to put our sandwich in your mouth and it’s warm and okay.

00:29:10.295 –> 00:29:13.895
Okay, we already did the love episode. We have moved on to learning.

00:29:14.135 –> 00:29:20.395
I do have to say, I respect a lot of things of what Chick-fil-A does,

00:29:20.555 –> 00:29:26.735
but I still think there is so much variance between locations.

00:29:27.515 –> 00:29:30.715
I’ve been to some Chick-fil-A. Controversial. Yeah, I’ve been to some Chick-fil-A

00:29:30.715 –> 00:29:36.395
that the chicken breast is just way too hard.

00:29:36.775 –> 00:29:39.395
It’s just too tough.

00:29:39.855 –> 00:29:43.455
I’ve been to some that the lemonade has way too much pulp in it.

00:29:43.455 –> 00:29:46.615
I don’t know how much the 72 grams

00:29:46.615 –> 00:29:49.455
is how much well you can tell though I mean yeah sure

00:29:49.455 –> 00:29:52.535
there’s going to be they’re going to there’s going to be some discrepancies

00:29:52.535 –> 00:29:55.615
but overall you can tell companies that really put

00:29:55.615 –> 00:29:58.555
a value customer service right like I feel

00:29:58.555 –> 00:30:01.775
like Starbucks is kind of in that line you know I mean but then compared

00:30:01.775 –> 00:30:04.495
to some of maybe the fact like I don’t want to name names but

00:30:04.495 –> 00:30:07.755
there’s some fast food burger places where it’s really falling

00:30:07.755 –> 00:30:11.115
off the cliff you know what i mean um they obviously aren’t

00:30:11.115 –> 00:30:14.075
putting a big emphasis on it right maybe that they’re yeah

00:30:14.075 –> 00:30:17.055
so i think what we’ve really covered

00:30:17.055 –> 00:30:19.855
is talking about how if if you want

00:30:19.855 –> 00:30:22.775
to take it if if to think about how you were as

00:30:22.775 –> 00:30:27.535
an as a student think about did you enjoy the material are you something that

00:30:27.535 –> 00:30:31.455
really got in there and and did it all the time is somebody that turned me off

00:30:31.455 –> 00:30:35.495
why is that because that same psychology really applies to the way you treat

00:30:35.495 –> 00:30:39.315
your customers and what they’re going to remember because customer service at

00:30:39.315 –> 00:30:40.735
the end of the day is teaching.

00:30:40.915 –> 00:30:45.535
It’s teaching somebody who you are and reminding them of that and trying to reinforce it.