How to Build a Business Legacy with Sales and Family Values
How to Build a Business Legacy with Sales and Family Values
How can business owners prioritize work and family time?
I have a four-year-old and a two-year-old. Once I'm home, usually between six and seven in the evening, I dedicate my time entirely to family. I put away my phone and limited my email activity at that time. The focus then shifts to engaging with my children and spending quality time with them.
I want my kids to know I’m there for them and that I’ll give them dedicated time. Each child gets 30 to 45 minutes of direct, one-on-one time doing exactly what they want.
Maybe my daughter wants to spin around in my office chair for an hour—great, that’s what we’ll do. When I first had kids, I told myself I would prioritize this, but it didn’t happen. Then my kids would have meltdowns before bed, and my wife would say, “You know why that happened?”
I’d ask, “Why?” and she’d say, “You’ve been in your office since you got home.” I’d respond, “I had a lot of paperwork to do.” And she’d call me out: “Sounds like an excuse.” She was right.
I look back at my dad working 24/7, building his father’s company into what it is today. He’d come home, say hi, kiss everyone, then go straight to his office. He’d come out for dinner, then go back to work. He didn’t have much time for family because he was focused on growing the business.
He later told me his biggest regret was not managing his time differently—playing with us more consistently instead of only doing projects once a month.
How can business owners ensure customer satisfaction while protecting their interests?
Prioritizing customer needs is essential. Adopting the philosophy that the customer is always right emphasizes customer satisfaction. However, this approach should have limits to ensure you're also safeguarding your business interests. This is why my tagline is, "Stop selling, start helping." When you focus on assisting customers and addressing their needs, they are more likely to purchase your offerings.
How can business owners ensure their team is well-trained and prepared?
We incorporate modern techniques into our training, such as live role-playing, which is integral across all teams, including the sales department. We categorize technicians into groups from beginners to experts to facilitate targeted role-playing. Salespeople also participate, providing feedback and suggestions for improvement. We have a unique setup inspired by Andy Elliot’s training facility: a mobile door with a doorbell, which we had custom-built. This setup allows our technicians to practice various scenarios, such as introducing themselves, presenting products, or delivering difficult news. Role-playing in front of peers who they respect, adds a layer of challenge but is incredibly effective. Mastering this technique in a pressured setting prepares them to excel in real situations. We conduct these role-playing sessions on a weekly basis.
Why should business owners use role-playing in team training sessions?
Role-playing significantly boosts confidence and garners respect among peers. For example, consider a reluctant participant like Alex, who might initially resist participating. Once selected, even if reluctantly, he performs well, which often surprises and educates his colleagues. His performance can inspire comments and learning moments from the team. If no one else provides feedback, I make it a point to highlight what I admire about his approach, something I might consider incorporating into my own practices. This acknowledgment shows that their efforts are recognized and valued, motivating them to improve and participate.
How can business owners energize and engage their team during meetings?
We hold meetings on the first and third Tuesday of every month. Our meetings are energetic and engaging. For example, we start by chanting, "I'm alive, I'm awake, I feel great!" three times. While it may feel embarrassing and silly, it energizes everyone and breaks them out of their comfort zones. Additionally, to shift away from negativity at work, such as losing a sale or receiving bad news, I recommend doing something physical like 20 push-ups to reset your mindset.
We also extensively use recognition cards. These cards are pre-printed with phrases like "You're my hero" or "Part of the team." Team members write personal notes on the back, and during meetings, my GM and I read these out loud and distribute the cards. It might seem childish, but it significantly boosts team spirit. We even use fun nicknames, which adds to the camaraderie.
Moreover, we celebrate achievements by reading out customer reviews during the meetings. If a technician receives a five-star review, we read it aloud and award them a "100 percent pin." These pins are part of various recognition clubs we've established to foster a family-like atmosphere within our team. This approach has been influenced by coaching from my father and me, creating a successful and unified team dynamic.
*This interview has been edited and condensed for clarity.*
