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In this episode of the Loco Experience Podcast, I had an intriguing conversation with Johnny Ple, founder of Resonate, A PLE Plan, johnny is a business coach and shared his journey from being a passionate drummer in the music industry to pioneering a unique coaching perspective, centered on improving employee customer interactions.
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We delve into his early years as a musician and music store manager in San Francisco, his transition into the restaurant and retail sectors, and how his personal and professional life evolved, including meeting his wife, Natalia.
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Resonate, focuses on enhancing business communications and fostering a positive work culture.
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Driven by Johnny's vast experience and genuine enthusiasm for helping others succeed.
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His approach combines practical business wisdom with the improvisational spirit of a jazz band.
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He shared a lot of PLE wisdom and we shared a lot of laughs.
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So please tune in and enjoy my conversation with Johnny Ple.
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Welcome back to the Loco Experience Podcast.
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My guest today is Johnny Ple, and Johnny is the founder, CEO of Resonate, A PLE plan.
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Hello.
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Hello.
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Thanks for having me.
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Welcome to the studio, Johnny.
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Absolute honor to be here, sir.
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Very, very excited to be here.
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Well, we are desperate for guests, and so I called you.
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I wouldn't do that, my friend and your friend Scott Kissel.
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Yes.
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Said you should really have Johnny and his story on your podcast.
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He's a cool guy.
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Yeah.
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And then I had coffee with you twice.
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Mm-hmm.
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And, uh, I agreed.
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And so here we are.
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Happy New Year.
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We haven't seen each other, I think.
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Yeah.
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Happy New Year to you.
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It's,
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uh, prior to the text this morning that said, Hey, are we still on for this afternoon?
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Oh,
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yeah.
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Uh, yeah.
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You know, our, our friend Scott Kissel.
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Wow.
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What a, uh, powerhouse in Fort Collins.
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Right.
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He, uh, when he says, you should meet somebody, it's for real.
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Things just
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happened.
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Yeah.
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Yeah.
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And meeting you, uh, that first time over at, uh, ginger and Baker was awesome.
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Uh, you are one of those people that people should know.
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Oh, well.
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'cause you, you make a difference.
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Uh, absolutely up here in Fort Collins and just, uh, how you influence businesses and people and make them better.
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You're a good person to know for sure.
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I like
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to say, uh, flattery will get you everywhere with me.
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And so thank you for that.
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Feels good.
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But it's not about me.
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It's about you.
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Right.
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You
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Well, it, it's, it's tough.
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I don't like, uh, ever.
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Promoting myself, really, it's, it's been a tough, uh, struggle the last two years, uh, since I started Resonate.
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Uh, I've been told, you know, you're a public speaker, you're, you're gonna be putting out a book.
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You need to be able to be comfortable selling yourself.
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And, and I constantly challenge that back and say, it shouldn't be about me.
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It should never be about me.
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It's about the people that I'm serving or helping.
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And, uh, it just feels good.
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It just feels good to help.
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And I think that's why you and I connected on such a cool level at the beginning.
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Yeah, I would agree.
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That's always been, you know, I don't want, I'm not the guru.
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I'm the guy who knows some gurus and try to bring them into a room with each other and stuff.
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Yeah.
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Well, you are, you know, they say you wanna surround yourself with better people, and you're one of those, those people.
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So you, you have a, a wisdom and you have a persona about yourself.
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I've seen you in rooms with people, uh, down at the Rotary and just everybody, they look up to you professionally.
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And that says a lot about you, you know, and, uh, whatever.
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I can learn from you, that's what I'm here for, you know, and if we can partner up and help each other and help other businesses or just people in general, that's what it should be about
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businesses.
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Uh, I actually just, uh, um, popped in to get some beverages for the, for the local office fridge at the little gas station next door.
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Right.
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And, and there's two guys, uh, or two, uh, uh, two people that I see working there.
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It's a, a guy that's.
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I would say he's Middle Eastern, perhaps like, I don't know, Syrian or Lebanese or someplace Jordanian over there.
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Um, and then his wife I found out today is, uh, I would say she's Chinese origin and it's never anybody but the two of them there.
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Like he works three days a week.
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She works four.
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Wow.
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Yeah.
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And, uh, I didn't know that.
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And he's just the friendliest guy and, you know, I just really had a nice, lovely, you know, first time I've seen him this new year conversation with him and just talking about, I mean, like, and he drives up from Denver, what they bought this business.
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Wow.
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This, you know, Chinese food slash liquor store slash convenience store.
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Wow.
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And, uh, and it's, it's one of my new favorite places to, to, to shop.
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And now that I know, it's kind of a, a first time entrepreneurial couple, you know, driving up from Denver every day.
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Yeah.
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And they, they're dreaming about moving to Fort Collins if they can make the store work, you know, they got some work to do.
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You want, you wanna support him.
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Yeah.
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Because the way they make you feel probably.
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Right.
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Very much so.
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Yeah.
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No, he's always very kind and he's like the, he's got the best personality of like the best Uber driver.
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Yeah.
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Okay.
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I've had a few of those myself.
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Yeah, no, I, I, I, I can relate, you know, uh, some examples I've used in the past, uh, it doesn't matter what company I've ever worked for, I always use seven 11 as an example, just as a business model, you can have the exact same product right on the street two blocks away.
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That other seven 11 is just drowning in sorrow.
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And this seven 11 is rocking because they have the two people like what you're talking about.
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They have people that in here that give it, give a shit.
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See if I can gus,
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you could guys,
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we mark
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em all explicit
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just in, in case.
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Oh, okay, great, great.
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You know, and, uh, it's, it's about the, it's about the connection with the customer and it's how you sell a Twinkie.
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It's not just selling a Twinkie.
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It, it is really getting to know that customer and getting to know their name and talking to'em daily and getting that rapport because it's genuine and authentic.
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And that's, that's typically how I coach.
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And that
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was kind of your secret sauce, if I remember correctly.
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Yes.
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Is, is really helping leaders, not just themselves, but their greater teams.
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Yeah.
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Um, to be able to communicate that kind of, you're welcome here and we're glad you're here.
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Kind of personality at whatever role they're in.
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Yeah.
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Yeah.
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It's, uh, for me it's about the number one customer is your employee, right?
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So, uh.
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Over years, 30 plus years of leading teams, I have found that, you know, your customer is your employee, not the customer.
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You know, you, if you treat your employees right, everything else takes care of itself.
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Everything takes care of itself, whether you're having a bad day or not.
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If you engage with your employees and you are sincerely and being a sincerely being with them and being authentic, it works.
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And things just start to happen and it's contagious throughout the day.
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Yeah.
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And then that graduates into a weekly thing and then a monthly thing, and then next thing you know, you're like, bam, I have culture.
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Holy cow.
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Everybody cares.
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I love it.
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Okay.
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And then the sale start increasing.
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Everybody's like, wow, what's, what's going on here?
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And it's like, that's when you sell and you tell them what you guys are doing is special, and it's us against the world mentality.
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And if it is a let's do everything right by everyone, let's do, let's serve, let's help.
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Uh, it just creates more business.
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Yeah.
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Because people, customers want to be around business, uh, people that care, they want to be around, uh, businesses that have the right attitude.
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They certainly don't want to go in and spend their hard earned dollar in a place where the person could give a, you know what?
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Yeah, yeah, yeah.
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I, I, I almost had dinner on Friday night last week with, uh, with my wife at.
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Texas Roadhouse.
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'cause we had a$20 gift card laying around and we had some stuff to do on the south side of town anyway.
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And then we didn't,'cause the wait was so long and we were the fourth couple deep looking for a spot in the bar.
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Oh, wow.
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And frankly, a lot of the reason for that is because they do a really good job of training their people to be welcoming.
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Yeah.
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To be kind and eager to serve.
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Um, and so whoever the manager is of the Texas Roadhouse down there at Timberline and Harmony.
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Yeah.
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Yeah.
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I think you're doing a good job.
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I, I visit because your
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food's not that great, but you're always busy.
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I, I'm with you there.
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So I, I am, uh, we are a avid fan of that particular location.
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We have been for six years.
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It was the first to go order we ordered during COV.
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Oh, interesting.
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Okay.
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So we weren't expecting much.
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And the person had the mask on and they're, and they're saying, Hey, you know, welcome to Texas Roadhouse.
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They didn't care that COVID was happening.
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They wanted to earn us as a customer.
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We got home and I swear to God, the food was exactly like you would have it, you know, on the plates.
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And so we became a fan and we talked to them every single time.
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We came back through COVID and then after we, we, they actually celebrated when we were able to come in and sit down Hmm.
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As a customer, they're like, Hey, this is your first time.
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Let's make sure they have a special time.
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Yeah.
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And that's what it's about.
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It's about giving, you know, the same and receiving the same kind of energy.
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Uh, they always have a consistent, just like what you said, the word consistent, uh, service there.
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And that company, the owners or the managers are, uh, invested in the company.
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Oh, they are?
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Yeah.
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They're part owners.
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So there is an ownership there.
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Oh, cool.
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And, and so if you're a leader in any business, again going back to the seven 11 or, or, or any other business, if you treat it as, if it's your shop, it's Johnny's business or whoever's business on there, and you are able to
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Johnny's Texas Roadhouse.
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Sure.
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Which I would love to have someday.
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Wouldn't that be great?
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Um, you know, my, I don't know if my wife would want me to eat meat every single day, but, uh, no, it's, it's, uh,
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they got blue and onions too, or whatever
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they do, bounce offs that that meat didn't
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take
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was some, and their dessert.
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Rock everything.
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Rocks.
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No, it's, it's about if you can get your employees to think ownership too, uh, that it really changes to own
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their role.
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Yeah.
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It, it, it changes being welcoming, it changes everything.
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So you're on the topic of restaurant restaurants, in my opinion.
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Uh.
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The host and the dishwasher are the most important people in the building.
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And I, I, some people are laughing right now, but I'll tell you why.
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The host sets the tone, right?
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So the family of five comes in, they've had a long week, you know, five day work week.
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Everybody's tired, like, I am too tired to cook.
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Let's go.
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They go into the restaurant and the host can make or break that moment.
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Yeah.
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With just the way they exchange the look.
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Yep.
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The body language, uh, to the tonality of the voice.
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And, and if it's a 19-year-old, 20-year-old, uh, person who doesn't have a lot of experience, uh, it can show or they can just be so eager that they are there to serve and they were hired because they had the right stuff in the interview.
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You can tell a lot about the place right away as soon as you walk in the first 30 seconds of a business.
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And then you go, you have your experience, you have your food.
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The food may be mediocre, and then you leave and the host is amazing again.
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You, you, you remember and remember the, the bookends of the transaction.
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Yeah.
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So if you're a restaurant owner, you're listening to this.
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There you go.
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And then I, now I go to the dishwasher.
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The dishwasher then tells the general manager what dishes,
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which plates are
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still
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full
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were and which ones were empty.
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And, and then they figure out, hey.
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Was it a line check that w failed?
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Did we miss something as far as an ingredient?
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Or people just aren't digging that right now?
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Yeah, they're, they're into something else entirely.