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Dan Suiter: All right. I appreciate it, Richie. And welcome, everybody. I was just chatting with Hal. He's

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Dan Suiter: standing over here to my left, and he'll be on in just a second, but we were reminiscing about

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Dan Suiter: our 20th year. We've been doing this 20 years now. So it started as a face-to-face program.

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Dan Suiter: Some of you have heard this story before. It started as a face-to-face program where we

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Dan Suiter: We had nighttime programs.

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Dan Suiter: We would start at 6 in the evening and go till 9.

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Dan Suiter: And our first four speakers were Ron Harrison, who's still doing the webinars, Jeff Dunn,

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Dan Suiter: Hal Coleman, and Jay Barber.

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Dan Suiter: We didn't have Jay this year, but I'll work on him or get a replacement attorney.

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Dan Suiter: But this is our 20th.

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Dan Suiter: I would say you had white hair.

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Dan Suiter: Your hair was black then, Hal, but I don't think it was.

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Hal Coleman: Yeah, I think it was.

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Hal Coleman: You could actually do this webinar.

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Hal Coleman: That's right.

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Hal Coleman: You or at least either one could do it.

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Dan Suiter: So I'm going to go ahead and start these slides.

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Dan Suiter: I think we've got a...

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Dan Suiter: Do I need to, do you need to stop share, Richie, or can I go?

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Dan Suiter: It should let you go.

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Rich Braman: Well, here, let me go ahead and stop it.

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Rich Braman: It might make it easier.

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Rich Braman: Is it easier to see your share button?

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Dan Suiter: Yeah.

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Dan Suiter: Okay.

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Dan Suiter: Can you put that slide of Hal back up?

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Dan Suiter: We didn't get to...

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Dan Suiter: Yeah, for sure.

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Dan Suiter: Just a second.

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Dan Suiter: Yeah, that was a good picture.

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Dan Suiter: That is a great picture.

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Dan Suiter: Look at that.

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Dan Suiter: I'm going to let Hal tell the story of this because this is not an old picture.

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Dan Suiter: This picture was taken...

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Dan Suiter: How long ago, Hal?

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Dan Suiter: Three weeks ago.

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Dan Suiter: Okay. So I've known Hal — I'll let him talk a little bit about his background. But when I first, when I first came here in 2000, I met Hal. He was owner of North Fulton Exterminating, and then sold. But he's been in the industry 52 years.

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Dan Suiter: and he is a Hall of Fame member of the Georgia Pest Control Association.

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Dan Suiter: I'm going to go ahead and turn it over to Hal,

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Dan Suiter: and then let him talk a little bit about these pictures,

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Dan Suiter: and then I'll get his slide deck up and going.

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Hal Coleman: Okay, well, you said, "How long do I have an hour and a half?"

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Hal Coleman: The pictures are going to take 45 minutes.

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Dan Suiter: That's quite all right.

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Dan Suiter: I want to hear the story again.

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Dan Suiter: Yeah.

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Hal Coleman: It warmed up about three weeks ago for about five days.

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Hal Coleman: And I told my son, I said, "We ought to go over to the lake where we fish sometimes."

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Hal Coleman: I said, "Because as warm as it is, the bass are probably going to be cruising around looking

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Hal Coleman: for places to bed."

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Hal Coleman: Thank you.

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Hal Coleman: We go over there, and sure enough, he goes way over the other side of this lake, and I'm walking along the dam, and I see a couple of nice bass over in the corner, just kind of cruising around, so I had a little...

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Hal Coleman: pumpkin seed five inch finesse worm with no weight and I just in six pound line and I just

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Hal Coleman: threw it over there and tended to throw it way beyond them and bring I had that thing right in

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Hal Coleman: the head that fish and the fish disappeared and the worm I said well boy I really blew that

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Hal Coleman: and then I look and my line starts moving so I set the hook and

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Hal Coleman: It didn't do any good. It just kept moving.

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Hal Coleman: I said, "Oh, man."

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Hal Coleman: So, I had this bass.

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Hal Coleman: That was the one that's in my left hand.

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Hal Coleman: And, it got it in.

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Hal Coleman: And, I'm yelling for my son.

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Hal Coleman: I needed help.

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Hal Coleman: I didn't have a net or anything.

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Hal Coleman: And, just had a six-pound line.

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Hal Coleman: I was just being careful.

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Hal Coleman: So, I got the fish in.

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Hal Coleman: I had a little stringer in my tackle box just in case of something like this.

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Hal Coleman: So I put it on the stringer, tied it to a little tree over there so I could show it to my son.

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Hal Coleman: I said, well, I've just blown this whole corner out.

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Hal Coleman: So I'm going to walk back to the other side and fish over there.

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Hal Coleman: So I go over there and there's a little tree that kind of fall in on the water.

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Hal Coleman: And I threw the worm over there.

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Hal Coleman: It hits the water, takes off.

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Hal Coleman: I said, oh.

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Hal Coleman: So that was this fish.

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Hal Coleman: - Back to back cast.

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Hal Coleman: - Back to back cast.

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Hal Coleman: And I was yelling and my son finally came over there

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Hal Coleman: and I said, "Didn't you hear me hollering?"

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Hal Coleman: He said, "Yeah, but I thought you had another bad wind

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Hal Coleman: "nod in your line.

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Hal Coleman: "Need anybody help you get it out?"

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Hal Coleman: I said, "No."

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Hal Coleman: So we're pretty good at guessing the weights

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Hal Coleman: and we figured those were about eight pounds.

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Hal Coleman: - Those are big bass.

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Hal Coleman: - And we released them back.

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Hal Coleman: had a good time playing with them.

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Dan Suiter: Good competition, Bass, right there.

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Hal Coleman: Yeah, no kidding.

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Dan Suiter: So tell us a little bit about yourself, Hal, when you started in the industry.

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Hal Coleman: I graduated from University of Georgia in 1974 with a degree in entomology,

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Hal Coleman: and I actually got involved in pest control while I was in school,

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Hal Coleman: studying entomology, and...

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Hal Coleman: I left there and when I graduated, I got a job with the Georgia Agriculture Department as a Structural Pest Control Regulatory Inspector.

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Hal Coleman: I did that for 10 years.

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Hal Coleman: Then I left in 1984 and went to work for Arrow Exterminators.

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Hal Coleman: Worked for them for six years, three years in customer service.

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Hal Coleman: running routes and terminal inspections.

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Hal Coleman: And then I moved into sales, three years in sales.

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Hal Coleman: And then in June of 1990, I went in business for myself as a one-man operator

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Hal Coleman: and kept that business for 18 years, grew it into a million-dollar business,

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Hal Coleman: and sold it. That would have been almost 18 years ago. I kept it for 18 years. Then to become a

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Hal Coleman: sales and marketing coach, I started studying psychology and neuroscience and buyer behavior

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Hal Coleman: and read dozens and dozens of books, went to workshops, went to seminars all over the country,

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Hal Coleman: and mostly in the East, but learning

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Hal Coleman: direct response

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Hal Coleman: in psychological selling.

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Hal Coleman: And I had a mentor

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Hal Coleman: named Larry Latimer

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Hal Coleman: who was kind of like

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Hal Coleman: Tony Robbins was

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Hal Coleman: before Tony Robbins

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Hal Coleman: became Tony Robbins.

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Hal Coleman: Larry traveled all the country

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Hal Coleman: teaching people how to sell.

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Hal Coleman: And so Larry just

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Hal Coleman: took me under his wing and mentored me and we began to put together programs for pest control

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Hal Coleman: companies and right we got this one two-day program all all done and Larry got sick and

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Hal Coleman: died oh crap so I just carried it on sold my pest control business and went into the coaching full

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Hal Coleman: time and that's what I do now is uh I work with small pest control companies and show them how to

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Hal Coleman: build a million dollar business you're good at it and um

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Hal Coleman: So that's my story and I'm sticking to it.

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Dan Suiter: All righty. Let me get your slides up and we can get this party going.

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Dan Suiter: Sounds good.

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Hal Coleman: There you go.

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Hal Coleman: Okay.

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Dan Suiter: That's what everybody's seeing.

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Dan Suiter: Okay, good.

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Dan Suiter: You can see your next slide, but everybody sees that.

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Dan Suiter: Okay.

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Dan Suiter: We're seeing that.

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Rich Braman: You're seeing both of them, Richie?

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Rich Braman: We're seeing both of them too.

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Lisa Ames: Yeah, that's not what's on here.

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Rich Braman: How's that?

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Rich Braman: Is that it?

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Rich Braman: That's perfect.

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Rich Braman: Now we're seeing just the slide he's on.

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Rich Braman: Okay.

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Rich Braman: I think that does.

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Rich Braman: Yeah.

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Hal Coleman: Can I move this up in the corner a little bit?

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Hal Coleman: There you go.

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Hal Coleman: There we go.

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Hal Coleman: Okay.

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Hal Coleman: Can we turn this loop down a little bit?

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Hal Coleman: so I don't look like a head sitting on the table.

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Hal Coleman: Now we're seeing a lot more of you, Hal.

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Hal Coleman: There we go.

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Dan Suiter: That's not better.

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Hal Coleman: I don't have a logo to show off, but I wanted to.

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Hal Coleman: Okay, are we on?

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Hal Coleman: We're on.

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Hal Coleman: We're rolling.

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Hal Coleman: Rolling.

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Hal Coleman: In action.

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Hal Coleman: Well, thank you for having me here, Dan.

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Hal Coleman: I can't believe it's been 20 years that we've been doing this.

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Hal Coleman: That's insane.

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Hal Coleman: They say when you're having fun, you know, time flies,

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Hal Coleman: but I look forward to it every year coming down and doing this.

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Hal Coleman: And, uh...

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Hal Coleman: And tell that guy over there no animal.

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Hal Coleman: Tell him he can't bring that goat in here, okay?

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Dan Suiter: - Take that alligator outside, please.

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Hal Coleman: - So, I do a series of marketing.

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Hal Coleman: It's called the Marketing Made Easy Series.

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Hal Coleman: And this one is, one involves customer service.

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Hal Coleman: I always have a warning at the beginning of my presentations.

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Hal Coleman: The following is blunt, brutal, straightforward, and honest.

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Hal Coleman: It'll hurt some people's feelings, offend some people,

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Hal Coleman: and make some people mad.

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Hal Coleman: It always does because I kind of tell it like it is, as you know.

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Hal Coleman: And I've had people come up to me later and tell me they felt like I was in trouble.

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Hal Coleman: I appreciate the opportunity.

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Hal Coleman: But if you have, okay,

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Hal Coleman: because we're going to have some fun.

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Hal Coleman: And I want to start out by telling you a story

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Hal Coleman: that would be the premise for this whole exercise.

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Hal Coleman: My wife and I,

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Hal Coleman: she used to teach school.

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Hal Coleman: She's retired now.

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Hal Coleman: She's one of those teachers that didn't know when to quit at the end of the day.

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Hal Coleman: So she worked until nighttime almost every day.

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Hal Coleman: And she would come home.

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Hal Coleman: And so we didn't see each other much during the week.

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Hal Coleman: And I was going in one direction, her in the other direction.

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Hal Coleman: So either every Saturday morning or Sunday morning,

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Hal Coleman: one of those mornings was our date to go to breakfast together.

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Hal Coleman: And we'd go to the IHOP, which is about a mile up the street.

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Hal Coleman: Go in there and people knew us in there.

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Hal Coleman: You know, they knew us by name.

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Hal Coleman: We'd been going there for years and I'd get, you know, two eggs over easy, wheat toast, sausage,

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Hal Coleman: grits, coffee, you know, same thing.

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Hal Coleman: So a new little restaurant opened up in our town,

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Hal Coleman: and some of her school teachers were talking about,

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Hal Coleman: said, "Have you been to that new restaurant up there?

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Hal Coleman: They serve breakfast and lunch, that's all they serve,

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Hal Coleman: but they got a good breakfast."

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Hal Coleman: And Lynn said, "Well, let's go with that new,

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Hal Coleman: try that new restaurant one day."

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Hal Coleman: I said, "Okay, we will one day."

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Hal Coleman: You know, so a couple of weeks later,

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Hal Coleman: I'm back and out of the driveway,

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Hal Coleman: and she said, "Let's go to that new restaurant."

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Hal Coleman: I said, "Okay, now that's over the other side of the town from us, so it's five miles

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Hal Coleman: over there."

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Hal Coleman: I said, "Okay, well, we'll go over there if you want to."

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Hal Coleman: So we walk in and the lady says, "How many?"

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Hal Coleman: "Two.

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Hal Coleman: Follow me."

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Hal Coleman: She sits us down at the booth, gives us a menu.

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Hal Coleman: "Y'all want coffee?"

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Hal Coleman: "Yeah, coffee."

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Hal Coleman: She brings us two cups of coffee.

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Hal Coleman: You want to order something to eat?

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Hal Coleman: Yes, we do.

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Hal Coleman: I want two eggs over easy, wheat toast, grits, sausage.

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Hal Coleman: The Lynn orders hers.

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Hal Coleman: The lady comes back in a few minutes, pours us some more coffee.

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Hal Coleman: Then she comes back, says, do you want anything else?

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Hal Coleman: No.

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Hal Coleman: She gives us a ticket and says,

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Hal Coleman: You had to pay at that time.

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Hal Coleman: Yeah, I think you get up and you go pay over to check out, kind of like you do at a Waffle House.

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Hal Coleman: So after she left and we're sitting there with our ticket, Lynn said, so what do you think?

229
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Hal Coleman: I said, major missed opportunity.

230
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Hal Coleman: And I got this look from Lynn like, oh, no, I'm about to get another mini marketing seminar here.

231
00:11:31,160 --> 00:11:32,540
Hal Coleman: She said, what's wrong?

232
00:11:34,320 --> 00:11:37,640
Hal Coleman: And I said, just a major missed opportunity.

233
00:11:38,300 --> 00:11:39,920
Hal Coleman: And by that time, a server walked by.

234
00:11:39,920 --> 00:11:41,300
Hal Coleman: They all had on black shirts.

235
00:11:41,390 --> 00:11:43,880
Hal Coleman: And on the back, it said, relax, it's just an egg.

236
00:11:45,140 --> 00:11:48,200
Hal Coleman: And Lynn said, she said, "Look, relax, it's just an egg."

237
00:11:48,200 --> 00:11:49,380
Hal Coleman: And I said, "No, it's not an egg.

238
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Hal Coleman: It has nothing to do with the egg.

239
00:11:52,060 --> 00:11:53,780
Hal Coleman: It's about a relationship."

240
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Hal Coleman: I said, "Now, we just came all the way over here

241
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Hal Coleman: from our side, and the breakfast over there,

242
00:12:00,290 --> 00:12:02,360
Hal Coleman: we got the same breakfast that we get at IHOP

243
00:12:02,900 --> 00:12:06,880
Hal Coleman: that we pay $16 for, and now we're paying $36 this morning

244
00:12:07,040 --> 00:12:09,200
Hal Coleman: for basically the same thing."

245
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Hal Coleman: And I said, if it's just the egg, I wouldn't be here.

246
00:12:13,420 --> 00:12:15,620
Hal Coleman: And I said, I'm not going to come back here.

247
00:12:16,519 --> 00:12:17,080
Hal Coleman: She said, why?

248
00:12:17,640 --> 00:12:19,580
Hal Coleman: I said, she said, what could have been different?

249
00:12:19,660 --> 00:12:25,420
Hal Coleman: I said, well, you look out the window with the restaurant, there's a cemetery there.

250
00:12:26,019 --> 00:12:31,720
Hal Coleman: I said, well, I grew up, as you know, right up there at the traffic light where I grew up.

251
00:12:32,899 --> 00:12:37,380
Hal Coleman: four generations of my family grew up there with that traffic light back into the 1836.

252
00:12:38,700 --> 00:12:46,019
Hal Coleman: And I said, four generations of my family is buried in the cemetery here that you're looking at right there.

253
00:12:47,089 --> 00:12:53,100
Hal Coleman: And straight across the street from where I said, straight across the street, right there, those townhouses,

254
00:12:53,899 --> 00:12:55,500
Hal Coleman: that's where you and I went to high school.

255
00:12:57,440 --> 00:12:59,080
Hal Coleman: And I said, "When I was in high school,

256
00:12:59,260 --> 00:13:01,700
Hal Coleman: this was my dad's real estate office where we're sitting

257
00:13:01,860 --> 00:13:03,560
Hal Coleman: and over there where that checkout counter is,

258
00:13:03,560 --> 00:13:05,120
Hal Coleman: is where his desk was."

259
00:13:06,020 --> 00:13:07,580
Hal Coleman: And I said, "I'm about to leave here

260
00:13:08,300 --> 00:13:10,040
Hal Coleman: and they don't know any of that."

261
00:13:11,900 --> 00:13:13,740
Hal Coleman: She said, "Well, how would they know?"

262
00:13:15,160 --> 00:13:19,160
Hal Coleman: I said, because all they would have had to done was to start with, introduce herself

263
00:13:19,410 --> 00:13:21,100
Hal Coleman: and say, "Hi, my name's Tammy."

264
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Hal Coleman: I said, "Well, I'm Hal.

265
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Hal Coleman: This is Lynn."

266
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Hal Coleman: He said, "You sound like y'all are from around here."

267
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Hal Coleman: I said, "Yeah, no kidding.

268
00:13:28,640 --> 00:13:28,920
Hal Coleman: We are.

269
00:13:29,019 --> 00:13:31,180
Hal Coleman: Yeah, I was born right up there by that traffic light.

270
00:13:31,519 --> 00:13:32,899
Hal Coleman: Four generations of my family."

271
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Hal Coleman: See, everybody wants to tell their story.

272
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Hal Coleman: We do.

273
00:13:36,700 --> 00:13:37,580
Hal Coleman: Everybody has a story.

274
00:13:37,760 --> 00:13:39,019
Hal Coleman: We're dying to tell it to somebody.

275
00:13:40,380 --> 00:13:43,100
Hal Coleman: So I would have told her that and said, "Oh my gosh."

276
00:13:43,100 --> 00:13:45,560
Hal Coleman: I said, "Yeah, my dad's office used to be right over there."

277
00:13:45,860 --> 00:13:47,440
Hal Coleman: She said, "That is incredible."

278
00:13:47,440 --> 00:13:49,700
Hal Coleman: And this is y'all's first time here.

279
00:13:49,900 --> 00:13:50,820
Hal Coleman: Yeah, first time here.

280
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Hal Coleman: Now the manager comes out in a little while and says,

281
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Hal Coleman: "Tammy tells me that this is y'all's first time here,

282
00:14:00,779 --> 00:14:03,360
Hal Coleman: and that you were born and raised right here."

283
00:14:03,800 --> 00:14:04,600
Hal Coleman: Yeah, that's true.

284
00:14:04,730 --> 00:14:06,819
Hal Coleman: He said, "Look, I brought y'all one of our signature

285
00:14:07,819 --> 00:14:09,139
Hal Coleman: buckwheat pancakes here."

286
00:14:08,880 --> 00:14:09,680
Hal Coleman: "Hal, Lynn?"

287
00:14:09,139 --> 00:14:11,500
Hal Coleman: And he hands me a plate with a pancake with two forks

288
00:14:11,509 --> 00:14:12,639
Hal Coleman: and said, "Y'all, just own us.

289
00:14:12,800 --> 00:14:13,459
Hal Coleman: This is our specialty.

290
00:14:13,630 --> 00:14:14,459
Hal Coleman: I want you to have one.

291
00:14:14,899 --> 00:14:18,100
Hal Coleman: Appreciate you coming in, and I hope you'll come back."

292
00:14:18,579 --> 00:14:21,880
Hal Coleman: I guarantee you I would have gone out of there with a smile on my face.

293
00:14:22,180 --> 00:14:24,319
Hal Coleman: And I would have said, "This is a cool place."

294
00:14:24,980 --> 00:14:29,759
Hal Coleman: And especially when I'm walking out the door, one of them says, "Hal, Lynn, thanks again

295
00:14:29,880 --> 00:14:30,579
Hal Coleman: for coming in.

296
00:14:30,680 --> 00:14:32,040
Hal Coleman: You know, if you all come back."

297
00:14:32,560 --> 00:14:36,540
Hal Coleman: I would have gone out of there pumped up and I would have said, "Man, this is great."

298
00:14:37,319 --> 00:14:39,000
Hal Coleman: So see, it's not about the egg.

299
00:14:39,300 --> 00:14:40,339
Hal Coleman: It's about the relationship.

300
00:14:42,960 --> 00:14:45,680
Hal Coleman: and if you don't build a relationship with your customers,

301
00:14:46,400 --> 00:14:48,680
Hal Coleman: they have no reason to come back

302
00:14:48,740 --> 00:14:50,220
Hal Coleman: or they have no reason to keep you.

303
00:14:51,000 --> 00:14:53,180
Hal Coleman: In pest control, I just like to say, you know,

304
00:14:53,400 --> 00:14:55,580
Hal Coleman: dead bugs will get you in the door every time,

305
00:14:55,800 --> 00:14:56,780
Hal Coleman: but it won't keep you there.

306
00:14:57,640 --> 00:14:58,400
Hal Coleman: It won't keep you there.

307
00:14:58,980 --> 00:15:00,620
Hal Coleman: 'Cause if all you're selling is dead bugs,

308
00:15:00,700 --> 00:15:02,660
Hal Coleman: if it's just about the egg and that's all,

309
00:15:03,839 --> 00:15:06,140
Hal Coleman: they're going to go back to IHOP sooner or later.

310
00:15:06,320 --> 00:15:10,519
Hal Coleman: They're going to find a cheaper egg and a better deal.

311
00:15:11,160 --> 00:15:12,480
Hal Coleman: And when they do, you're toast.

312
00:15:13,720 --> 00:15:15,120
Hal Coleman: So it's not just about the egg.

313
00:15:15,769 --> 00:15:19,920
Hal Coleman: You got to deliver, Dan, you remember when we used to do this live,

314
00:15:20,360 --> 00:15:23,920
Hal Coleman: I would ask people in the audience, I would say, raise your hand if you provide

315
00:15:24,480 --> 00:15:27,000
Hal Coleman: good customer service and everybody would raise their hand.

316
00:15:28,360 --> 00:15:45,080
Hal Coleman: I said, if you provide good customer service, I could take your customers away from you in a heartbeat. Because I believe in providing absolute over the top, unbelievable, hands down, shock and awe customer service.

317
00:15:45,840 --> 00:15:49,020
Hal Coleman: doing things for your customer that they would never imagine.

318
00:15:49,240 --> 00:15:51,500
Hal Coleman: I used to tell my employees, I said,

319
00:15:51,590 --> 00:15:53,180
Hal Coleman: when you're backing out the driveway,

320
00:15:53,290 --> 00:15:54,920
Hal Coleman: I want them calling their neighbors saying,

321
00:15:55,000 --> 00:15:57,740
Hal Coleman: you won't believe what my pest control person did for me today.

322
00:15:59,240 --> 00:16:01,180
Hal Coleman: And they're shouting now,

323
00:16:02,800 --> 00:16:08,600
Hal Coleman: I call it the shock and awe effect, and we'll explain more how that works, but I nicknamed it SACS.

324
00:16:08,620 --> 00:16:10,940
Hal Coleman: That stands for shock and awe customer service.

325
00:16:12,060 --> 00:16:14,940
Hal Coleman: And the opposite of SACS is sucks.

326
00:16:15,980 --> 00:16:19,260
Hal Coleman: That stands for shamefully undelivered customer service.

327
00:16:19,860 --> 00:16:28,340
Hal Coleman: Okay, so if you're not providing SACS, you're probably, your customer service sucks, so to speak.

328
00:16:28,600 --> 00:16:31,100
Hal Coleman: But it's all about...

329
00:16:31,160 --> 00:16:33,680
Hal Coleman: the law of reciprocity.

330
00:16:34,500 --> 00:16:36,100
Hal Coleman: And that simply means

331
00:16:37,920 --> 00:16:40,660
Hal Coleman: in the context of what we're talking about here,

332
00:16:41,019 --> 00:16:42,240
Hal Coleman: customer service is that

333
00:16:43,639 --> 00:16:45,740
Hal Coleman: if you do something nicely,

334
00:16:47,220 --> 00:16:49,920
Hal Coleman: immediate, innate reaction

335
00:16:50,140 --> 00:16:51,280
Hal Coleman: is to return the favor.

336
00:16:51,280 --> 00:16:51,980
Hal Coleman: It is so true.

337
00:16:52,560 --> 00:16:53,220
Hal Coleman: Return the favor.

338
00:16:53,700 --> 00:16:55,280
Hal Coleman: When you do something nice for somebody,

339
00:16:55,440 --> 00:16:56,520
Hal Coleman: it creates two things.

340
00:16:56,560 --> 00:16:57,800
Hal Coleman: It creates appreciation

341
00:16:58,540 --> 00:17:00,480
Hal Coleman: and creates obligation.

342
00:17:00,279 --> 00:17:01,079
Hal Coleman: there's

343
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Hal Coleman: Now,

344
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Hal Coleman: To show you how this works in simple terms is if you were going to a restaurant to eat and you're walking up to the park, your car, you're walking to the door of the restaurant and there's a stranger five, 10 steps behind you.

345
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Hal Coleman: you know,

346
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Hal Coleman: Most people, unless you're my brother-in-law, are going to you're going to pull the door open and you're going to motion.

347
00:17:27,339 --> 00:17:28,600
Hal Coleman: for the stranger to go through.

348
00:17:29,080 --> 00:17:29,700
Hal Coleman: That's the thing to do.

349
00:17:30,140 --> 00:17:32,500
Hal Coleman: But a lot of restaurants, most of them have double doors.

350
00:17:34,000 --> 00:17:35,500
Hal Coleman: When they get to the second door,

351
00:17:36,100 --> 00:17:37,960
Hal Coleman: they're almost always going to open the door

352
00:17:37,980 --> 00:17:40,020
Hal Coleman: and let you go through to reciprocate.

353
00:17:41,020 --> 00:17:42,560
Hal Coleman: If you've ever gotten a Christmas present

354
00:17:42,760 --> 00:17:44,320
Hal Coleman: from somebody that you didn't expect,

355
00:17:45,980 --> 00:17:47,960
Hal Coleman: you immediately go into a panic mode.

356
00:17:48,340 --> 00:17:50,100
Hal Coleman: You know, your adrenaline rides,

357
00:17:50,260 --> 00:17:53,260
Hal Coleman: oh, gosh, I got to get them something in the mail.

358
00:17:53,460 --> 00:17:54,799
Hal Coleman: I got to reciprocate.

359
00:17:55,440 --> 00:17:58,539
Hal Coleman: So it creates appreciation and obligation.

360
00:17:59,059 --> 00:18:01,240
Hal Coleman: Now, we're going to talk about this right now

361
00:18:01,400 --> 00:18:03,140
Hal Coleman: from a marketing standpoint, okay?

362
00:18:03,220 --> 00:18:06,120
Hal Coleman: The most powerful marketing tool

363
00:18:06,419 --> 00:18:09,100
Hal Coleman: that a business has is the customer service.

364
00:18:10,399 --> 00:18:13,880
Hal Coleman: and if you give them more than what they expected,

365
00:18:14,200 --> 00:18:16,799
Hal Coleman: give them more than what they perceived that they paid for

366
00:18:17,860 --> 00:18:20,059
Hal Coleman: by doing a lot of other little things for them

367
00:18:20,080 --> 00:18:21,120
Hal Coleman: that we're going to talk about later,

368
00:18:21,260 --> 00:18:22,620
Hal Coleman: a whole list of them,

369
00:18:22,720 --> 00:18:27,700
Hal Coleman: but now they feel appreciation and obligation,

370
00:18:30,700 --> 00:18:31,680
Hal Coleman: they want to pay you back.

371
00:18:31,860 --> 00:18:34,000
Hal Coleman: They're uncomfortable until they pay you back.

372
00:18:34,180 --> 00:18:35,120
Hal Coleman: How can they pay you back?

373
00:18:36,440 --> 00:18:37,120
Hal Coleman: This is important.

374
00:18:37,360 --> 00:18:39,100
Hal Coleman: You train them how to pay you back.

375
00:18:38,799 --> 00:18:39,679
Hal Coleman: and they...

376
00:18:39,740 --> 00:18:41,960
Hal Coleman: When they say, "I appreciate this so much,

377
00:18:42,310 --> 00:18:43,140
Hal Coleman: how can I thank you?"

378
00:18:43,140 --> 00:18:49,060
Hal Coleman: You say, "Well, send me a new customer."

379
00:18:49,880 --> 00:18:52,740
Hal Coleman: Now their first reaction is, "I wish I could, but I don't know how."

380
00:18:52,860 --> 00:18:54,640
Hal Coleman: So you train them right there on the spot.

381
00:18:54,710 --> 00:18:59,460
Hal Coleman: You say, "By the way, if you have a neighbor or a friend or a family member or a work associate

382
00:18:59,799 --> 00:19:05,799
Hal Coleman: and you hear them bring up the subject of bugs at any time, you know, mosquitoes, you

383
00:19:07,140 --> 00:19:12,840
Hal Coleman: And any time the subject of bugs or anything comes up, tell them, oh, I know somebody you need to call.

384
00:19:14,020 --> 00:19:15,440
Hal Coleman: And they say, okay, I'll do that.

385
00:19:16,170 --> 00:19:18,160
Hal Coleman: And they'll remember you telling them that.

386
00:19:18,680 --> 00:19:25,480
Hal Coleman: And a good example of that is I have a friend named Steve who is in the mortgage business.

387
00:19:26,280 --> 00:19:37,700
Hal Coleman: And back in 2008, when the economy tanked and mortgage companies just folded up and real estate came to a standstill and his business was in the tank and he had done real well.

388
00:19:39,380 --> 00:19:46,420
Hal Coleman: And he said he used to take his family to Florida for two weeks to take his wife and his two kids and his mother-in-law.

389
00:19:47,400 --> 00:19:48,480
Hal Coleman: and they took two cars.

390
00:19:49,620 --> 00:19:54,240
Hal Coleman: So he said he's driving one car with his mother-in-law,

391
00:19:54,360 --> 00:19:55,140
Hal Coleman: he called her mom,

392
00:19:56,090 --> 00:19:57,300
Hal Coleman: and then his wife and his two kids

393
00:19:57,350 --> 00:19:58,320
Hal Coleman: are in the car behind him.

394
00:19:59,880 --> 00:20:01,800
Hal Coleman: So he said they're going down the road,

395
00:20:02,620 --> 00:20:07,220
Hal Coleman: and he said, "I decided to play with my mother-in-law

396
00:20:07,230 --> 00:20:08,860
Hal Coleman: "a little bit," and he said, "Mom, I need to tell you,

397
00:20:09,750 --> 00:20:11,520
Hal Coleman: "when I'm gonna be able to stay down here two weeks

398
00:20:11,720 --> 00:20:13,200
Hal Coleman: "like we always have?"

399
00:20:13,679 --> 00:20:14,980
Hal Coleman: She said, "What do you mean?"

400
00:20:15,460 --> 00:20:18,100
Hal Coleman: He said, "Well, we're only going to be able to stay about three days."

401
00:20:18,100 --> 00:20:19,000
Hal Coleman: And she's like, "Why?"

402
00:20:19,080 --> 00:20:23,220
Hal Coleman: He said, "Well, in case you haven't noticed, the mortgage business is in the tank.

403
00:20:24,740 --> 00:20:26,039
Hal Coleman: I'm not doing any business."

404
00:20:26,039 --> 00:20:27,519
Hal Coleman: And she said, "Well, you need some money?"

405
00:20:27,700 --> 00:20:29,340
Hal Coleman: And he said, "No, I don't need any money."

406
00:20:29,340 --> 00:20:32,200
Hal Coleman: But he said, "It sure would be nice if you'd send me a customer."

407
00:20:33,580 --> 00:20:36,600
Hal Coleman: And she said, "Well, Steve, honey, how could I send you a customer?

408
00:20:36,620 --> 00:20:38,220
Hal Coleman: I don't know anything about the mortgage business."

409
00:20:38,260 --> 00:20:43,400
Hal Coleman: He said, "Well, you get your hair done about once every three weeks.

410
00:20:44,020 --> 00:20:45,520
Hal Coleman: You play bridge every week.

411
00:20:45,680 --> 00:20:48,080
Hal Coleman: You're a member of the historical society."

412
00:20:48,440 --> 00:20:50,480
Hal Coleman: He said, "You know everybody in town."

413
00:20:51,700 --> 00:20:56,580
Hal Coleman: And he said, "I've been in business for 12 years, and you've never sent me a customer."

414
00:20:57,200 --> 00:20:58,919
Hal Coleman: She's like, "Well, honey, I don't know."

415
00:20:59,559 --> 00:21:03,120
Hal Coleman: He said, "If you're around any of these people

416
00:21:03,419 --> 00:21:06,919
Hal Coleman: and you hear anybody say that they're buying a house

417
00:21:07,940 --> 00:21:10,140
Hal Coleman: or they're selling a house and moving

418
00:21:10,440 --> 00:21:12,120
Hal Coleman: or they're refinancing a house,

419
00:21:13,299 --> 00:21:14,600
Hal Coleman: just tell them to call me.

420
00:21:15,360 --> 00:21:16,480
Hal Coleman: That's all you have to do.

421
00:21:17,159 --> 00:21:21,700
Hal Coleman: It's just, and he said, so we get back home from Florida.

422
00:21:21,809 --> 00:21:23,919
Hal Coleman: And he said, two days after we got home,

423
00:21:24,059 --> 00:21:25,299
Hal Coleman: my mother-in-law calls me and says,

424
00:21:25,539 --> 00:21:27,260
Hal Coleman: Steve, I'm going to get my hair done.

425
00:21:27,840 --> 00:21:29,139
Hal Coleman: And Barbara wants to talk to you.

426
00:21:29,260 --> 00:21:30,860
Hal Coleman: She's going to refinance her house.

427
00:21:31,029 --> 00:21:32,080
Hal Coleman: I think I'm going to put her on the phone.

428
00:21:32,149 --> 00:21:33,779
Hal Coleman: And he said, so I sold the lady a loan.

429
00:21:34,210 --> 00:21:37,539
Hal Coleman: Took my mother-in-law two days to get me a customer.

430
00:21:38,760 --> 00:21:39,700
Hal Coleman: after I trained her.

431
00:21:40,519 --> 00:21:42,419
Hal Coleman: In 12 years, she had never gotten a customer.

432
00:21:43,649 --> 00:21:47,860
Hal Coleman: So you set it up by doing the extra stuff for your customers

433
00:21:48,260 --> 00:21:51,559
Hal Coleman: and you just put a smile on their face and they appreciate

434
00:21:51,940 --> 00:21:53,659
Hal Coleman: and they feel obligated to help you.

435
00:21:54,139 --> 00:21:54,820
Hal Coleman: How can you help me?

436
00:21:54,860 --> 00:21:55,779
Hal Coleman: Send me a new customer.

437
00:21:56,880 --> 00:22:02,919
Hal Coleman: Anybody in your family, your neighbors, friends, associates, family members, hear anybody talking

438
00:22:03,019 --> 00:22:08,179
Hal Coleman: about bugs or moving and need termite problems or anything, just tell them to call me.

439
00:22:08,440 --> 00:22:09,320
Hal Coleman: And you'd be surprised.

440
00:22:09,779 --> 00:22:11,760
Hal Coleman: And now they feel good they've been able to repay you.

441
00:22:12,920 --> 00:22:16,900
Hal Coleman: So we're going to talk about nine surefire ways to make your customers fall in love with

442
00:22:16,910 --> 00:22:17,040
Hal Coleman: you.

443
00:22:18,220 --> 00:22:20,960
Hal Coleman: Why would you want your customers to love you?

444
00:22:22,040 --> 00:22:30,220
Hal Coleman: Now, they're not going to love you as much as maybe their biological family, but I love

445
00:22:30,320 --> 00:22:31,500
Hal Coleman: some of my friends and neighbors.

446
00:22:31,630 --> 00:22:32,160
Hal Coleman: I really do.

447
00:22:32,210 --> 00:22:32,720
Hal Coleman: I love them.

448
00:22:32,840 --> 00:22:34,080
Hal Coleman: They're part of my life.

449
00:22:34,300 --> 00:22:38,980
Hal Coleman: And why would that be important that your customers love you is because what do we do

450
00:22:39,940 --> 00:22:41,200
Hal Coleman: with people that we love?

451
00:22:42,340 --> 00:22:43,159
Hal Coleman: we talk about them.

452
00:22:44,500 --> 00:22:45,740
Hal Coleman: I talk about my kids,

453
00:22:45,940 --> 00:22:47,980
Hal Coleman: talk about my grandkids,

454
00:22:48,899 --> 00:22:49,840
Hal Coleman: talk about my wife,

455
00:22:50,090 --> 00:22:51,399
Hal Coleman: you know, the people that I love,

456
00:22:51,450 --> 00:22:52,279
Hal Coleman: I talk about them.

457
00:22:52,940 --> 00:22:55,399
Hal Coleman: It's the same way in your circle of friends.

458
00:22:55,470 --> 00:22:56,539
Hal Coleman: You talk about each other,

459
00:22:56,740 --> 00:22:57,919
Hal Coleman: people that you really care about.

460
00:22:58,179 --> 00:23:00,299
Hal Coleman: So that's why it's important.

461
00:23:01,600 --> 00:23:07,000
Hal Coleman: for your customers, not just to like you, but to love you like a member of the family.

462
00:23:07,850 --> 00:23:12,600
Hal Coleman: And there are ways to do that. And we're going to talk about some of them. To start with, number

463
00:23:12,780 --> 00:23:18,940
Hal Coleman: one, you just need to be easy to do business with. And believe me, some businesses are not

464
00:23:19,110 --> 00:23:28,740
Hal Coleman: easy to do business with. You need to be easy to find. You need to be easy to pay. You need to be

465
00:23:29,660 --> 00:23:30,800
Hal Coleman: easy to deal with.

466
00:23:32,480 --> 00:23:34,220
Hal Coleman: You need to be easy to talk to.

467
00:23:34,920 --> 00:23:38,120
Hal Coleman: And you need to be easy to please.

468
00:23:38,800 --> 00:23:41,620
Hal Coleman: I've got a, I don't have a very big lawn,

469
00:23:42,360 --> 00:23:43,820
Hal Coleman: but I always mowed it myself.

470
00:23:44,660 --> 00:23:45,900
Hal Coleman: I have a little lawnmower that,

471
00:23:47,559 --> 00:23:51,320
Hal Coleman: I wore it out and then one summer I had to go buy a new one. It lasted one summer.

472
00:23:53,840 --> 00:23:58,679
Hal Coleman: Then I went and bought another one the next summer and it pooped. They didn't make them the way they used to.

473
00:23:58,880 --> 00:24:06,620
Hal Coleman: So I decided one day my neighbor had a lawn care service. I could see him over there mowing his lawn and blowing leaves around.

474
00:24:06,899 --> 00:24:10,139
Hal Coleman: So one day I went out to the mailbox and there they are at my neighbor's yard.

475
00:24:12,100 --> 00:24:17,440
Hal Coleman: I called this guy over there and I stopped his mower and I went over and talked to him.

476
00:24:18,700 --> 00:24:20,240
Hal Coleman: I said, I live next door.

477
00:24:20,289 --> 00:24:23,780
Hal Coleman: And I said, I've been thinking about getting a lawn guy.

478
00:24:23,830 --> 00:24:26,820
Hal Coleman: I said, you got time to give me an estimate?

479
00:24:27,020 --> 00:24:27,580
Hal Coleman: He said, sure.

480
00:24:27,710 --> 00:24:28,620
Hal Coleman: So he walked over there.

481
00:24:31,220 --> 00:24:33,440
Hal Coleman: Excuse me, I'm getting over from sinus issues.

482
00:24:33,570 --> 00:24:36,020
Hal Coleman: And I got a little tickle in my throat.

483
00:24:37,990 --> 00:24:38,780
Hal Coleman: I walked over there.

484
00:24:42,000 --> 00:24:49,320
Hal Coleman: with him and he looked at my lawn he said 35 dollars every two weeks he said i not only mow

485
00:24:49,320 --> 00:24:55,100
Hal Coleman: your lawn i blow it will blow off your driveway your walkway he said we'll pull up weeds we'll trim

486
00:24:56,680 --> 00:24:57,760
Hal Coleman: Some little odds in the bush.

487
00:24:58,180 --> 00:24:59,800
Hal Coleman: He said, "We'll make everything look great,

488
00:25:00,500 --> 00:25:02,120
Hal Coleman: and $35 every two weeks."

489
00:25:02,120 --> 00:25:04,220
Hal Coleman: I said, "Wow, that's a good deal."

490
00:25:05,000 --> 00:25:09,140
Hal Coleman: I said, "How do you want to be paid?"

491
00:25:09,480 --> 00:25:10,980
Hal Coleman: He said, "How do you want to pay me?"

492
00:25:12,900 --> 00:25:14,920
Hal Coleman: And he said, "How do you want to pay me?"

493
00:25:15,270 --> 00:25:17,400
Hal Coleman: I said, "Well, probably my wife pays the bills,

494
00:25:17,600 --> 00:25:20,840
Hal Coleman: but I would imagine she would pay you with a check."

495
00:25:21,060 --> 00:25:22,740
Hal Coleman: He said, "That'll be fine."

496
00:25:23,460 --> 00:25:25,240
Hal Coleman: He said, "You can pay me cash, you can pay me a check,

497
00:25:25,490 --> 00:25:26,600
Hal Coleman: you can give me a credit card."

498
00:25:26,600 --> 00:25:27,780
Hal Coleman: He said, "I live."

499
00:25:28,160 --> 00:25:33,080
Hal Coleman: four streets over. He said, you can come by and put it in my mailbox. He said, I'll leave a bill

500
00:25:33,160 --> 00:25:38,540
Hal Coleman: in your mailbox. And you paid, yeah, he said, whatever works for you. I said, man, you're an

501
00:25:38,740 --> 00:25:44,280
Hal Coleman: incredibly easy guy to do business with. He said, hey, whatever it takes, you know, we're here to

502
00:25:44,400 --> 00:25:50,660
Hal Coleman: please. So he was great to do business with. Now, there are some people who are not. And let's take

503
00:25:50,820 --> 00:25:53,600
Hal Coleman: pest control, for instance, somebody wants to pay you with

504
00:25:54,320 --> 00:25:58,000
Hal Coleman: a check, no, we only take credit cards.

505
00:25:59,260 --> 00:26:02,919
Hal Coleman: You have to give us a credit card number

506
00:26:02,940 --> 00:26:04,260
Hal Coleman: and we keep it alive and we ding it,

507
00:26:04,620 --> 00:26:06,280
Hal Coleman: especially you got some older people

508
00:26:06,380 --> 00:26:07,360
Hal Coleman: that don't wanna do it that way.

509
00:26:07,740 --> 00:26:09,460
Hal Coleman: I'm sorry, that's just the way we do business.

510
00:26:09,940 --> 00:26:14,160
Hal Coleman: Now, here this day and age, we're doing this in 2025,

511
00:26:15,720 --> 00:26:20,680
Hal Coleman: The average lifespan of a pest customer at this day and age is probably about 10 years.

512
00:26:20,950 --> 00:26:25,260
Hal Coleman: On average, they stay with you and they can probably spend around $6,000 with you.

513
00:26:26,980 --> 00:26:32,340
Hal Coleman: So you're just going to blow off a $6,000 customer because they want to pay you a different way.

514
00:26:33,440 --> 00:26:36,900
Hal Coleman: So, easy to do business with.

515
00:26:38,260 --> 00:26:40,720
Hal Coleman: And I ran in, this first one here, easy to find,

516
00:26:40,840 --> 00:26:42,700
Hal Coleman: I ran into a guy at a conference one time

517
00:26:42,880 --> 00:26:43,880
Hal Coleman: and we were just talking about him,

518
00:26:43,880 --> 00:26:47,340
Hal Coleman: he was sitting up eating lunch and introduced himself.

519
00:26:47,460 --> 00:26:48,600
Hal Coleman: And I said, "Where are you located?"

520
00:26:48,620 --> 00:26:51,480
Hal Coleman: He said, "Roswell, Georgia."

521
00:26:52,240 --> 00:26:53,300
Hal Coleman: I said, Roswell, Georgia?

522
00:26:54,180 --> 00:26:54,880
Hal Coleman: He said, "Yeah."

523
00:26:55,540 --> 00:26:57,280
Hal Coleman: I said, "How long have you been in Roswell, Georgia?"

524
00:26:57,280 --> 00:26:58,500
Hal Coleman: He said, "Nine years."

525
00:26:59,540 --> 00:27:01,180
Hal Coleman: I said, "I live in Roswell, Georgia."

526
00:27:01,240 --> 00:27:01,900
Hal Coleman: I said, "I'm a native.

527
00:27:02,180 --> 00:27:04,200
Hal Coleman: I know everybody in Roswell, Georgia."

528
00:27:04,200 --> 00:27:05,280
Hal Coleman: And now I thought I knew everybody

529
00:27:05,380 --> 00:27:06,700
Hal Coleman: in the pest control business, I said,

530
00:27:07,740 --> 00:27:09,060
Hal Coleman: at that time I said, "I'm president

531
00:27:09,180 --> 00:27:10,980
Hal Coleman: "of the Georgia Pest Control Association."

532
00:27:11,020 --> 00:27:14,200
Hal Coleman: And I said, "How come I've never seen you

533
00:27:14,740 --> 00:27:16,360
Hal Coleman: "and I have never heard of you?"

534
00:27:17,000 --> 00:27:19,300
Hal Coleman: He said, "Well, I don't know."

535
00:27:20,000 --> 00:27:25,720
Hal Coleman: So, not long after that, I happened to see one of his trucks, and it had a little sign

536
00:27:25,870 --> 00:27:31,180
Hal Coleman: on it about the size of this computer screen that I'm looking at right now, and it was

537
00:27:31,280 --> 00:27:36,720
Hal Coleman: like a dark brown sign with light brown letters on it.

538
00:27:37,080 --> 00:27:42,120
Hal Coleman: There was no contrast, there was nothing, and I noticed it, and I said, "That's that

539
00:27:42,320 --> 00:27:43,760
Hal Coleman: guy's pest control business.

540
00:27:45,120 --> 00:28:04,080
Hal Coleman: and uh i said to myself i've probably seen his trucks a thousand times and didn't know it was him never because it's so hard to read and so nondescript and i just i said that's that guy's pest control business he's been right under my nose all these years

541
00:28:05,060 --> 00:28:07,280
Hal Coleman: never even knew it was a pest control business.

542
00:28:07,480 --> 00:28:08,940
Hal Coleman: So easy to find, you know.

543
00:28:09,450 --> 00:28:12,220
Hal Coleman: And nowadays, with, you know, before the internet,

544
00:28:13,030 --> 00:28:16,280
Hal Coleman: you had signs and ads and billboards and things,

545
00:28:16,390 --> 00:28:18,860
Hal Coleman: but got to be easy to find, easy to deal with,

546
00:28:18,990 --> 00:28:20,700
Hal Coleman: easy to talk to, easy to please.

547
00:28:21,120 --> 00:28:23,580
Hal Coleman: If you'll be that way, your customers will love you.

548
00:28:23,860 --> 00:28:25,340
Hal Coleman: I've seen people with Venmo now.

549
00:28:26,000 --> 00:28:29,860
Hal Coleman: Yeah, Venmo, PayPal, all kind of ways to pay now.

550
00:28:32,320 --> 00:28:34,139
Hal Coleman: A lot of my customers pay me with PayPal.

551
00:28:33,900 --> 00:28:34,780
Hal Coleman: And, um...

552
00:28:35,799 --> 00:28:40,559
Hal Coleman: And it's all about the customers.

553
00:28:41,299 --> 00:28:43,380
Hal Coleman: There's a president.

554
00:28:43,399 --> 00:28:46,279
Hal Coleman: He may be retired now, but a guy named Nido Qubein,

555
00:28:46,480 --> 00:28:48,700
Hal Coleman: who's president of High Point University in North Carolina.

556
00:28:49,840 --> 00:28:53,220
Hal Coleman: He's one of the world's greatest marketers.

557
00:28:53,380 --> 00:28:56,560
Hal Coleman: He speaks all over the world on selling and marketing.

558
00:28:56,760 --> 00:29:00,000
Hal Coleman: He's a fantastic speaker, just mesmerizing.

559
00:29:01,640 --> 00:29:04,340
Hal Coleman: His wife actually is a ballroom dancer also.

560
00:29:04,480 --> 00:29:08,460
Hal Coleman: So when he's on the stage, you can't take your eyes off of him.

561
00:29:08,480 --> 00:29:12,580
Hal Coleman: And I heard him at a big international conference up at the Opryland Hotel one time.

562
00:29:12,740 --> 00:29:17,060
Hal Coleman: But he told the story about one day he was sitting in his office,

563
00:29:18,880 --> 00:29:22,520
Hal Coleman: looking out the window at High Point University's office at the quad out there.

564
00:29:23,400 --> 00:29:28,420
Hal Coleman: And there were walkways that came from all four directions to the center,

565
00:29:28,600 --> 00:29:32,580
Hal Coleman: and there was like a little garden in there with some trees and flowers and all,

566
00:29:32,720 --> 00:29:34,760
Hal Coleman: and then the walkways went all the way around it.

567
00:29:35,440 --> 00:29:44,600
Hal Coleman: But he said there was a path going through the flowers to the other side where people were cutting through the little flower garden instead of walking all the way around.

568
00:29:44,630 --> 00:29:48,500
Hal Coleman: So he called his maintenance man. He said, come up to my office when you get a chance.

569
00:29:48,620 --> 00:29:52,740
Hal Coleman: So the maintenance man came in and, you know, I think he's from Syria.

570
00:29:52,919 --> 00:29:55,440
Hal Coleman: He has a little bit of an accent, but he said, look, look at the.

571
00:29:56,960 --> 00:29:58,059
Hal Coleman: "You see the quad?"

572
00:29:58,100 --> 00:29:59,960
Hal Coleman: He said, "You see the pathway

573
00:30:00,280 --> 00:30:02,220
Hal Coleman: where they're walking through the flowers?"

574
00:30:03,000 --> 00:30:03,620
Hal Coleman: He said, "Yes."

575
00:30:03,720 --> 00:30:06,799
Hal Coleman: He said, "I don't know why they do that."

576
00:30:06,799 --> 00:30:09,000
Hal Coleman: He said, "We're gonna put a sign up or something.

577
00:30:09,120 --> 00:30:09,960
Hal Coleman: They got a walkway.

578
00:30:09,980 --> 00:30:10,700
Hal Coleman: I don't know why."

579
00:30:10,720 --> 00:30:12,059
Hal Coleman: He said, "What I want you to do

580
00:30:12,160 --> 00:30:14,299
Hal Coleman: is I want you to go get some concrete."

581
00:30:14,720 --> 00:30:19,060
Hal Coleman: and I want you to pave the path that they have worn through the flower bed.

582
00:30:19,060 --> 00:30:20,800
Hal Coleman: He said, "But that's right through the flower bed."

583
00:30:20,800 --> 00:30:22,120
Hal Coleman: He said, "I don't care."

584
00:30:22,120 --> 00:30:25,700
Hal Coleman: He said, "They are showing you where they want to walk.

585
00:30:27,110 --> 00:30:28,560
Hal Coleman: They don't want to walk around.

586
00:30:29,260 --> 00:30:30,280
Hal Coleman: They want to walk through.

587
00:30:30,760 --> 00:30:34,800
Hal Coleman: So make it easy for them to walk where they want to walk."

588
00:30:35,500 --> 00:30:39,500
Hal Coleman: And so you got to make it easy for people,

589
00:30:40,040 --> 00:30:40,880
Hal Coleman: especially your customers.

590
00:30:41,220 --> 00:30:42,300
Hal Coleman: Give them what they want.

591
00:30:42,560 --> 00:30:43,800
Hal Coleman: Be easy to do business with.

592
00:30:43,940 --> 00:30:46,040
Hal Coleman: Give them what they want, not what you want them to have.

593
00:30:46,530 --> 00:30:46,660
Hal Coleman: Okay?

594
00:30:46,900 --> 00:30:48,460
Lisa Ames: - What I want is the phone number.

595
00:30:49,360 --> 00:30:51,720
Lisa Ames: Make sure your phone number is easy to find.

596
00:30:51,860 --> 00:30:53,580
Hal Coleman: - Yes, make sure your phone number is easy to find.

597
00:30:53,580 --> 00:30:54,380
Hal Coleman: - Somebody answers the phone.

598
00:30:54,590 --> 00:30:56,420
Hal Coleman: - You'd be surprised how many websites I look at

599
00:30:56,620 --> 00:30:58,740
Hal Coleman: and can't find a phone number on there.

600
00:30:58,860 --> 00:31:00,060
Hal Coleman: - And somebody answers the phone.

601
00:31:00,400 --> 00:31:02,520
Hal Coleman: - Oh, gosh, yeah, they answer the phone.

602
00:31:04,620 --> 00:31:11,760
Hal Coleman: I had my people in my business start answering the phone this way.

603
00:31:13,820 --> 00:31:15,980
Hal Coleman: I was like, answer the phone.

604
00:31:16,200 --> 00:31:18,160
Hal Coleman: It's a great day at North Fulton Exterminating.

605
00:31:18,360 --> 00:31:19,600
Hal Coleman: How can I help you today?

606
00:31:20,760 --> 00:31:23,299
Hal Coleman: and people would flip out on the other end of the phone.

607
00:31:23,309 --> 00:31:26,139
Hal Coleman: They said, wow, you all sound like having a good time over there.

608
00:31:26,139 --> 00:31:29,039
Hal Coleman: I said, we're always having a good time at North Fulton Exterminating.

609
00:31:30,360 --> 00:31:33,559
Hal Coleman: And so we actually went around.

610
00:31:33,649 --> 00:31:35,360
Hal Coleman: I had 10 employees, and one day I said,

611
00:31:35,500 --> 00:31:37,220
Hal Coleman: this is the way we're going to start answering the phone,

612
00:31:37,529 --> 00:31:38,700
Hal Coleman: and we went around the table.

613
00:31:38,880 --> 00:31:40,240
Hal Coleman: We'd have a meeting every Monday morning,

614
00:31:41,090 --> 00:31:42,860
Hal Coleman: and I had my office manager,

615
00:31:43,000 --> 00:31:47,320
Hal Coleman: this guy named Lloyd, and he was probably in his office.

616
00:31:47,420 --> 00:31:49,040
Hal Coleman: 50s at the time. I was in my

617
00:31:49,400 --> 00:31:49,640
Hal Coleman: 40s.

618
00:31:52,120 --> 00:31:53,220
Hal Coleman: So I gave them

619
00:31:53,230 --> 00:31:54,820
Hal Coleman: the script. Blank. I said,

620
00:31:55,980 --> 00:31:57,140
Hal Coleman: it's a great day at

621
00:31:57,240 --> 00:31:59,140
Hal Coleman: North Fulton Exterminating. This is Bob.

622
00:31:59,210 --> 00:32:00,980
Hal Coleman: How can I help you? And I had all my applause. I said,

623
00:32:01,070 --> 00:32:02,600
Hal Coleman: you just won the lottery. So it gets

624
00:32:03,040 --> 00:32:03,220
Hal Coleman: Lloyd

625
00:32:05,340 --> 00:32:09,419
Hal Coleman: Lloyd had one of those voices where it was just monotone and every hour when he was talking

626
00:32:09,500 --> 00:32:10,960
Hal Coleman: he just sounded like this all the time.

627
00:32:12,160 --> 00:32:15,400
Hal Coleman: It's just amazing that there was no intellect, no nothing when he talked.

628
00:32:16,000 --> 00:32:19,559
Hal Coleman: So Lloyd gets it and he said, it's a great day, North Fulton Exterminating.

629
00:32:16,690 --> 00:32:16,780
Hal Coleman: down.

630
00:32:19,679 --> 00:32:20,820
Hal Coleman: He said, Lloyd, how can I help you?

631
00:32:21,539 --> 00:32:23,860
Hal Coleman: I said, no, Lloyd, you got to say this like you mean it.

632
00:32:23,919 --> 00:32:27,240
Hal Coleman: I said, say it with some energy.

633
00:32:27,500 --> 00:32:28,059
Hal Coleman: Try that again.

634
00:32:28,140 --> 00:32:30,460
Hal Coleman: He said, yes.

635
00:32:31,360 --> 00:32:31,980
Hal Coleman: It's a great day.

636
00:32:31,980 --> 00:32:32,059
Hal Coleman: I know.

637
00:32:32,260 --> 00:32:34,059
Hal Coleman: I can help you.

638
00:32:34,280 --> 00:32:38,720
Hal Coleman: I said, no, Lloyd, say it like you're saying it to somebody across the street.

639
00:32:40,200 --> 00:32:41,200
Hal Coleman: Say it like you just want.

640
00:32:41,200 --> 00:32:44,539
Hal Coleman: I want you to shout it out with a big smile on your face.

641
00:32:44,660 --> 00:32:45,160
Hal Coleman: And he goes.

642
00:32:48,200 --> 00:32:48,800
Hal Coleman: It's a great day.

643
00:32:50,790 --> 00:32:52,420
Hal Coleman: I said, "Lloyd, don't answer the phone.

644
00:32:52,750 --> 00:32:54,740
Hal Coleman: If the phone rings, don't answer it."

645
00:32:54,950 --> 00:32:59,000
Hal Coleman: I said, "All y'all, Lloyd, it's not going to answer the phone anymore.

646
00:32:59,340 --> 00:33:00,380
Hal Coleman: Okay, don't answer it."

647
00:33:00,970 --> 00:33:05,320
Hal Coleman: So I taught this to a client out in St. Louis, I had a lawn care business.

648
00:33:05,600 --> 00:33:07,140
Hal Coleman: I think he had 43 employees.

649
00:33:08,000 --> 00:33:11,360
Hal Coleman: They were adding pest control, so he hired me to help him.

650
00:33:13,200 --> 00:33:14,920
Hal Coleman: He had two girls in the office, young girls.

651
00:33:15,780 --> 00:33:16,580
Hal Coleman: I don't remember.

652
00:33:16,590 --> 00:33:18,020
Hal Coleman: I think one of them's name was Brandy.

653
00:33:18,030 --> 00:33:20,360
Hal Coleman: I don't remember the other one, but they could do it great.

654
00:33:20,530 --> 00:33:23,520
Hal Coleman: They said, hey, it's a great day at Turf Gator.

655
00:33:23,630 --> 00:33:24,340
Hal Coleman: That was the name of the game.

656
00:33:24,360 --> 00:33:25,520
Hal Coleman: He said, great day at Turf Gator.

657
00:33:25,620 --> 00:33:26,280
Hal Coleman: This is Brandy.

658
00:33:26,330 --> 00:33:27,180
Hal Coleman: I can help you today.

659
00:33:27,380 --> 00:33:28,060
Hal Coleman: They were just great.

660
00:33:28,300 --> 00:33:30,300
Hal Coleman: So the guy called me a couple of weeks later.

661
00:33:30,350 --> 00:33:33,780
Hal Coleman: He said, I just want to tell you something that's going to make your day.

662
00:33:34,860 --> 00:33:41,380
Hal Coleman: He said, "I sold a $22,000 commercial lawn care job today."

663
00:33:41,380 --> 00:33:43,020
Hal Coleman: And he said, "The lady called me.

664
00:33:43,080 --> 00:33:44,740
Hal Coleman: She was going around getting prices.

665
00:33:44,980 --> 00:33:49,140
Hal Coleman: She was calling companies and called me and talked to me,

666
00:33:49,380 --> 00:33:51,980
Hal Coleman: and she made the deal."

667
00:33:51,980 --> 00:33:56,320
Hal Coleman: And she said, "The minute your girl answered the phone,

668
00:33:56,480 --> 00:33:59,300
Hal Coleman: I knew who I was going to do business with."

669
00:34:00,080 --> 00:34:00,880
Hal Coleman: He said, "Really?"

670
00:34:00,960 --> 00:34:01,940
Hal Coleman: She said, "Yes."

671
00:34:02,140 --> 00:34:04,960
Hal Coleman: I knew it was y'all when she answered the phone.

672
00:34:05,100 --> 00:34:06,920
Hal Coleman: So that's how important it is.

673
00:34:07,900 --> 00:34:09,400
Hal Coleman: I'm getting a little ahead of myself here,

674
00:34:09,580 --> 00:34:13,040
Hal Coleman: but being fun to do business with,

675
00:34:13,220 --> 00:34:15,800
Hal Coleman: that's what we're talking about.

676
00:34:16,400 --> 00:34:17,540
Hal Coleman: Dan Kennedy, one of the greatest,

677
00:34:18,179 --> 00:34:20,160
Hal Coleman: probably greatest marketing coach on the planet,

678
00:34:20,240 --> 00:34:21,020
Hal Coleman: I think he's retired.

679
00:34:21,260 --> 00:34:22,620
Hal Coleman: He used to say, "If you can make them laugh,

680
00:34:22,800 --> 00:34:24,380
Hal Coleman: they'll pay you a lot of money."

681
00:34:24,960 --> 00:34:26,099
Hal Coleman: if you can make people laugh.

682
00:34:26,879 --> 00:34:27,700
Hal Coleman: People want to have fun.

683
00:34:27,700 --> 00:34:29,919
Hal Coleman: And during the Great Depression back in the 30s,

684
00:34:31,879 --> 00:34:33,799
Hal Coleman: when everybody lost their jobs,

685
00:34:33,819 --> 00:34:35,539
Hal Coleman: there was no money, banks went under it,

686
00:34:35,579 --> 00:34:36,500
Hal Coleman: there were soup lines.

687
00:34:37,220 --> 00:34:41,159
Hal Coleman: And the industry that didn't suffer very much

688
00:34:41,200 --> 00:34:42,079
Hal Coleman: was vaudeville.

689
00:34:43,079 --> 00:34:45,379
Hal Coleman: People would take their last dollar

690
00:34:48,140 --> 00:34:49,679
Hal Coleman: and they would go to a vaudeville show

691
00:34:49,780 --> 00:34:50,760
Hal Coleman: and they'd sit there for two hours

692
00:34:50,820 --> 00:34:51,900
Hal Coleman: and just laugh and laugh and laugh.

693
00:34:51,960 --> 00:34:53,340
Hal Coleman: When they came out of there, they felt different.

694
00:34:53,760 --> 00:34:55,860
Hal Coleman: They felt great, at least for a while.

695
00:34:56,540 --> 00:34:58,140
Hal Coleman: But it took them away from their misery

696
00:34:58,560 --> 00:35:01,100
Hal Coleman: and it just let them laugh and forget about things.

697
00:35:01,320 --> 00:35:04,000
Hal Coleman: And I actually wrote a letter one time.

698
00:35:04,700 --> 00:35:07,920
Hal Coleman: It was like a short ad letter

699
00:35:08,020 --> 00:35:09,400
Hal Coleman: and I put it on my website,

700
00:35:09,660 --> 00:35:10,920
Hal Coleman: my pest control company one time

701
00:35:10,980 --> 00:35:13,760
Hal Coleman: and it said, the headline said,

702
00:35:15,039 --> 00:35:18,619
Hal Coleman: increase your sex life today with quarterly pest control.

703
00:35:20,180 --> 00:35:23,480
Hal Coleman: Now, if you read the article, it wasn't anything obscene at all,

704
00:35:23,490 --> 00:35:26,779
Hal Coleman: but it was like, if you want to be romantic, you can't do it

705
00:35:26,940 --> 00:35:31,140
Hal Coleman: if you've got a house full of roaches and rats and bugs crawling around

706
00:35:31,520 --> 00:35:35,520
Hal Coleman: because your spouse and you both are going to be upset about it all the time.

707
00:35:35,760 --> 00:35:39,700
Hal Coleman: So if you get rid of all the bugs, you'll have time to think about each other.

708
00:35:39,760 --> 00:35:40,720
Hal Coleman: That was the gist of it.

709
00:35:41,720 --> 00:36:03,520
Hal Coleman: So one of my employees came in one day and he said, I just pulled up this guy's place to do a new quarterly that we sold. And he said, when I got out of the car, he was working in the yard. And he said, he walked over and said, I want to ask you something. Did your boss write that letter about increasing your sex life that's on y'all's website? And he said, yes, sir. And the guy said,

710
00:36:04,100 --> 00:36:07,300
Hal Coleman: The minute I read that, I knew y'all were the company I was going to deal with.

711
00:36:07,470 --> 00:36:08,480
Hal Coleman: He said, that's great.

712
00:36:08,630 --> 00:36:10,940
Hal Coleman: He said, y'all are a lot of fun, aren't you?

713
00:36:11,040 --> 00:36:12,780
Hal Coleman: He said, yes, sir, we are a lot of fun.

714
00:36:14,040 --> 00:36:20,440
Hal Coleman: And I think I told you about buying a 16 and a half foot, 165 pound live Burmese python

715
00:36:20,710 --> 00:36:21,920
Hal Coleman: and put it under a house.

716
00:36:22,800 --> 00:36:23,480
Hal Coleman: I've read it, George.

717
00:36:23,640 --> 00:36:27,780
Hal Coleman: It's my cousin's house and it had a crawl space and I had put polyethylene under it the

718
00:36:27,780 --> 00:36:29,380
Hal Coleman: year before and I knew it was clean under there.

719
00:36:29,430 --> 00:36:30,320
Hal Coleman: So, yeah.

720
00:36:30,700 --> 00:36:32,120
Hal Coleman: we found this snake out in Missouri,

721
00:36:32,420 --> 00:36:33,760
Hal Coleman: bought it from a guy for $300.

722
00:36:34,640 --> 00:36:36,140
Hal Coleman: We were kind of in the snake business.

723
00:36:36,620 --> 00:36:38,000
Hal Coleman: Mark was on the side.

724
00:36:38,140 --> 00:36:40,900
Hal Coleman: You know, he's bought and dealed reptiles all his life.

725
00:36:41,040 --> 00:36:42,020
Hal Coleman: So we bought this snake,

726
00:36:43,640 --> 00:36:44,980
Hal Coleman: called all the news stations

727
00:36:45,280 --> 00:36:47,140
Hal Coleman: and the Atlanta Journal-Constitution

728
00:36:48,560 --> 00:36:52,300
Hal Coleman: told them that there was this giant snake under a house and I was right there and we were going

729
00:36:52,440 --> 00:37:00,100
Hal Coleman: under there to get it out from under there and uh they showed up and uh we we got the snake we went

730
00:37:00,020 --> 00:37:00,080
Hal Coleman: and...

731
00:37:00,220 --> 00:37:05,760
Hal Coleman: under there we pulled this snake out and took three of us to get it out and we had it out in the yard and

732
00:37:06,599 --> 00:37:08,040
Hal Coleman: we're letting them pet it and everything.

733
00:37:08,700 --> 00:37:11,540
Hal Coleman: And the lady from the Journal of Constitution,

734
00:37:11,900 --> 00:37:14,180
Hal Coleman: I got a whole page spread in there.

735
00:37:14,820 --> 00:37:16,200
Hal Coleman: And she said, how do you suppose,

736
00:37:16,740 --> 00:37:17,880
Hal Coleman: she's making notes, she said,

737
00:37:17,960 --> 00:37:19,660
Hal Coleman: how do you suppose the snake got under that?

738
00:37:20,520 --> 00:37:22,099
Hal Coleman: I said, I put it under there.

739
00:37:25,079 --> 00:37:28,040
Hal Coleman: She said, why would you put something like that

740
00:37:28,109 --> 00:37:29,140
Hal Coleman: under somebody's house?

741
00:37:29,400 --> 00:37:31,640
Hal Coleman: I said, well, have you ever heard stories

742
00:37:32,020 --> 00:37:34,680
Hal Coleman: about people, especially in Florida and stuff,

743
00:37:35,320 --> 00:37:37,420
Hal Coleman: they find a giant snake under it.

744
00:37:35,740 --> 00:37:36,180
Hal Coleman: that...

745
00:37:37,520 --> 00:37:38,920
Hal Coleman: She said, yeah, I've heard of those.

746
00:37:39,030 --> 00:37:40,280
Hal Coleman: I said, you ever wondered how you,

747
00:37:40,620 --> 00:37:41,400
Hal Coleman: would you have to go through

748
00:37:41,430 --> 00:37:42,800
Hal Coleman: to get one out from under there?

749
00:37:43,460 --> 00:37:45,180
Hal Coleman: I said, we just wanted to show people

750
00:37:45,860 --> 00:37:46,920
Hal Coleman: what you have to do

751
00:37:47,170 --> 00:37:48,860
Hal Coleman: if you ever encounter that situation.

752
00:37:49,070 --> 00:37:51,600
Hal Coleman: She said, oh, that's, that's cool, you know.

753
00:37:51,720 --> 00:37:52,960
Hal Coleman: And in the article,

754
00:37:54,000 --> 00:38:01,960
Hal Coleman: She said in the article, she didn't name, she said, "Coleman admits that it was a publicity stunt for his pest control company."

755
00:38:02,160 --> 00:38:08,420
Hal Coleman: So nothing was kept under the rug. I didn't deceive anybody, but people talked about that for years.

756
00:38:08,839 --> 00:38:13,140
Hal Coleman: They said, "I can't believe that snake y'all got out from under that house."

757
00:38:13,140 --> 00:38:15,319
Hal Coleman: Or, "You're the guy that got that snake out from under the house."

758
00:38:15,400 --> 00:38:18,720
Hal Coleman: So it'd be fun to do business with. You know, get out of the box.

759
00:38:20,800 --> 00:38:23,440
Hal Coleman: I always give people more than what they expect.

760
00:38:23,710 --> 00:38:25,579
Hal Coleman: We talked about this earlier,

761
00:38:25,730 --> 00:38:29,940
Hal Coleman: and I want to give you an example of a first-hand experience I had with a company,

762
00:38:30,140 --> 00:38:32,280
Hal Coleman: Cabela's, you all probably all heard of Cabela's.

763
00:38:35,400 --> 00:38:39,680
Hal Coleman: We had moved into a house that we've been there now about 33 years.

764
00:38:39,860 --> 00:38:42,940
Hal Coleman: We first moved into an old cedar house at Cedar Siding.

765
00:38:42,940 --> 00:38:46,520
Hal Coleman: It was about 20 years old and all the trees in the neighborhood are hardwoods.

766
00:38:47,780 --> 00:38:51,460
Hal Coleman: And bad problem with squirrels, squirrels chewing on the house.

767
00:38:52,660 --> 00:38:57,820
Hal Coleman: For years, I'd wanted a really nice, really nice modern day air rifle.

768
00:38:58,040 --> 00:38:59,180
Hal Coleman: You know, they're pretty sophisticated.

769
00:38:59,920 --> 00:39:01,299
Hal Coleman: but they're expensive.

770
00:39:01,710 --> 00:39:03,680
Hal Coleman: And I just hadn't wanted to justify

771
00:39:04,059 --> 00:39:06,859
Hal Coleman: spending $300 or $400 for an air rifle.

772
00:39:05,160 --> 00:39:05,280
Hal Coleman: Yeah.

773
00:39:07,059 --> 00:39:08,660
Hal Coleman: But I finally one day,

774
00:39:09,500 --> 00:39:10,700
Hal Coleman: Squirrel was chewing on the house,

775
00:39:10,809 --> 00:39:12,900
Hal Coleman: and I said, I'm going to get me a nice air rifle.

776
00:39:12,930 --> 00:39:14,980
Hal Coleman: So I'd been looking at them, all different brands,

777
00:39:15,160 --> 00:39:16,020
Hal Coleman: and I chose one,

778
00:39:16,960 --> 00:39:23,160
Hal Coleman: It was a Diana Model 46, I think, and it was $450.

779
00:39:24,620 --> 00:39:26,580
Hal Coleman: You could buy it from Cabela's.

780
00:39:26,790 --> 00:39:28,100
Hal Coleman: So I ordered it.

781
00:39:28,880 --> 00:39:32,120
Hal Coleman: I ordered a $150 scope to go on it, too, variable scope.

782
00:39:33,680 --> 00:39:40,060
Hal Coleman: So I was like counting the minutes till that thing arrived at my house from their catalog.

783
00:39:40,280 --> 00:39:41,200
Hal Coleman: They had them on sale.

784
00:39:42,120 --> 00:39:47,600
Hal Coleman: So I came home and turned in the driveway one day, and there's this tall, narrow box

785
00:39:46,590 --> 00:39:46,780
Hal Coleman: Wow.

786
00:39:47,940 --> 00:39:49,200
Hal Coleman: leaning up against the garage.

787
00:39:49,460 --> 00:39:50,520
Hal Coleman: I said, oh, my God.

788
00:39:51,320 --> 00:39:51,800
Hal Coleman: Smokes.

789
00:39:52,340 --> 00:39:58,940
Hal Coleman: Jump out of the car, pick that thing up, and go in the house, and I just—

790
00:39:59,980 --> 00:40:01,880
Hal Coleman: in my great room when I walked in there

791
00:40:01,880 --> 00:40:03,440
Hal Coleman: I just knelt down on the floor

792
00:40:03,630 --> 00:40:05,560
Hal Coleman: and put that box, got my knife, cut it open

793
00:40:06,100 --> 00:40:07,400
Hal Coleman: picked that air rifle out

794
00:40:07,540 --> 00:40:09,940
Hal Coleman: oh man, this thing is so heavy

795
00:40:10,040 --> 00:40:10,880
Hal Coleman: it's so well built

796
00:40:12,600 --> 00:40:13,940
Hal Coleman: and I'd ordered some

797
00:40:14,360 --> 00:40:16,020
Hal Coleman: pellets so I got a box

798
00:40:16,020 --> 00:40:16,860
Hal Coleman: of those and

799
00:40:17,760 --> 00:40:18,740
Hal Coleman: opened them up and

800
00:40:20,080 --> 00:40:21,420
Hal Coleman: is the side lever cock.

801
00:40:21,620 --> 00:40:23,120
Hal Coleman: You pull it all the way back,

802
00:40:23,280 --> 00:40:23,840
Hal Coleman: and you cock it,

803
00:40:23,920 --> 00:40:25,380
Hal Coleman: and then you put the pellet in it.

804
00:40:26,520 --> 00:40:28,360
Hal Coleman: I noticed when I tried to close it back,

805
00:40:28,440 --> 00:40:32,840
Hal Coleman: it was harder to close than it was to open it.

806
00:40:32,960 --> 00:40:34,700
Hal Coleman: So I'm pushing on it,

807
00:40:35,020 --> 00:40:37,360
Hal Coleman: and the handle just breaks off in my hand.

808
00:40:37,420 --> 00:40:38,620
Hal Coleman: It broke the hinge.

809
00:40:39,460 --> 00:40:45,500
Hal Coleman: See, I didn't read the instructions, which said, "Cock it, load it, then with your left

810
00:40:45,620 --> 00:40:50,820
Hal Coleman: hand press the release button to release the handle and close it back up."

811
00:40:50,820 --> 00:40:54,100
Hal Coleman: I didn't know there was a release button, so I just forced it and I broke it.

812
00:40:55,600 --> 00:40:56,200
Hal Coleman: Snapped off.

813
00:40:56,440 --> 00:40:58,580
Hal Coleman: I mean, I wanted to throw up.

814
00:40:58,820 --> 00:41:02,500
Hal Coleman: I just was literally nauseated.

815
00:41:02,900 --> 00:41:05,740
Hal Coleman: I had so much anticipation of getting this thing.

816
00:41:07,760 --> 00:41:10,100
Hal Coleman: So I'm still down on my knees there on the floor.

817
00:41:10,320 --> 00:41:13,020
Hal Coleman: There's a, with labels in there

818
00:41:13,140 --> 00:41:14,500
Hal Coleman: and there's a customer service number.

819
00:41:14,600 --> 00:41:17,080
Hal Coleman: So I just, the phone called,

820
00:41:18,860 --> 00:41:21,540
Hal Coleman: lady answered, "Welcome to Cabela's."

821
00:41:21,560 --> 00:41:23,480
Hal Coleman: It's a great day at Cabela's, how can I help you?

822
00:41:24,700 --> 00:41:26,760
Hal Coleman: Nice lady answered the phone, I said, "Yeah."

823
00:41:27,260 --> 00:41:30,060
Hal Coleman: I ordered an air rifle, told her the model number.

824
00:41:30,060 --> 00:41:31,560
Hal Coleman: I said, "It just arrived at my home.

825
00:41:31,640 --> 00:41:33,360
Hal Coleman: I got it out of the box."

826
00:41:33,980 --> 00:41:36,400
Hal Coleman: and I broke the cocking lever on it,

827
00:41:37,420 --> 00:41:39,779
Hal Coleman: and I need to know where to send it to get it repaired.

828
00:41:41,440 --> 00:41:43,279
Hal Coleman: She said, well, sir, just put it back in the box.

829
00:41:43,309 --> 00:41:45,420
Hal Coleman: There shouldn't be a return label in the box.

830
00:41:46,099 --> 00:41:47,539
Hal Coleman: She said, put it back in the box,

831
00:41:47,880 --> 00:41:49,319
Hal Coleman: put the return label on the outside,

832
00:41:49,720 --> 00:41:51,380
Hal Coleman: take it to any UPS store,

833
00:41:52,119 --> 00:41:53,079
Hal Coleman: and send it back to us,

834
00:41:53,109 --> 00:41:54,339
Hal Coleman: and we'll send you a new rifle.

835
00:41:55,819 --> 00:41:57,299
Hal Coleman: And I said, no, you don't understand.

836
00:41:57,770 --> 00:42:00,619
Hal Coleman: It wasn't broken when I...

837
00:42:02,780 --> 00:42:06,940
Hal Coleman: I said, "I got it out of the box and I broke it all by myself."

838
00:42:07,520 --> 00:42:10,540
Hal Coleman: And she said, "Well, no, sir, you don't understand."

839
00:42:10,619 --> 00:42:12,520
Hal Coleman: She said, "It doesn't matter how it got broken.

840
00:42:13,599 --> 00:42:14,339
Hal Coleman: It doesn't matter."

841
00:42:14,359 --> 00:42:17,839
Hal Coleman: She said, "Just put it back in the box, put the return, send it to us and we'll send you

842
00:42:17,880 --> 00:42:18,599
Hal Coleman: a new rifle."

843
00:42:18,640 --> 00:42:19,579
Hal Coleman: And I was kind of stunned.

844
00:42:19,700 --> 00:42:22,240
Hal Coleman: I said, "You kidding me?"

845
00:42:22,380 --> 00:42:23,240
Hal Coleman: She said, "No, sir."

846
00:42:23,280 --> 00:42:25,800
Hal Coleman: She said, "I can still hear her saying it."

847
00:42:25,800 --> 00:42:28,480
Hal Coleman: She said, "That's just the way we do business."

848
00:42:29,660 --> 00:42:31,140
Hal Coleman: That's so amazing.

849
00:42:32,630 --> 00:42:33,800
Hal Coleman: So I sent it back.

850
00:42:33,849 --> 00:42:35,020
Hal Coleman: They sent me a brand new one.

851
00:42:35,690 --> 00:42:39,599
Hal Coleman: Now that's been 20 years ago.

852
00:42:42,000 --> 00:42:43,900
Hal Coleman: Do you think I still shop at Cabela's?

853
00:42:45,339 --> 00:42:46,960
Hal Coleman: Yes, I still shop at Cabela's.

854
00:42:46,960 --> 00:42:48,920
Hal Coleman: Do you think I send people to Cabela's?

855
00:42:50,060 --> 00:42:50,280
Hal Coleman: Yes.

856
00:42:50,369 --> 00:42:52,099
Hal Coleman: I said, "Oh, you can get that at Cabela's.

857
00:42:52,150 --> 00:42:53,320
Hal Coleman: Go get it at Cabela's."

858
00:42:53,359 --> 00:42:54,780
Hal Coleman: Why do I do that?

859
00:42:56,380 --> 00:42:56,780
Hal Coleman: appreciation,

860
00:42:59,300 --> 00:43:01,200
Hal Coleman: law of reciprocity, and what?

861
00:43:01,480 --> 00:43:02,060
Hal Coleman: Obligation.

862
00:43:03,270 --> 00:43:05,840
Hal Coleman: I feel like I owe Cabela's $450.

863
00:43:08,840 --> 00:43:10,940
Hal Coleman: And I feel like I need to pay that back.

864
00:43:11,580 --> 00:43:14,320
Hal Coleman: I can't just take the $450 rifle

865
00:43:14,370 --> 00:43:15,700
Hal Coleman: and let it end right there,

866
00:43:15,960 --> 00:43:16,860
Hal Coleman: because I feel now,

867
00:43:18,060 --> 00:43:19,940
Hal Coleman: I feel like a scumbag, you know?

868
00:43:20,020 --> 00:43:22,360
Hal Coleman: So I gotta send people to Cabela's,

869
00:43:22,360 --> 00:43:23,000
Hal Coleman: and I,

870
00:43:24,260 --> 00:43:32,380
Hal Coleman: that's where I shop so uh it's great by they just are over the top with their customer service

871
00:43:32,940 --> 00:43:38,900
Hal Coleman: over the top did they buy Bass Pro what's the story with Bass Pro Pro bought them yeah yeah

872
00:43:39,859 --> 00:43:44,579
Hal Coleman: Johnny Morris he uh I uh I asked O'Neill about it one time he said yeah he

873
00:43:45,500 --> 00:43:48,579
Hal Coleman: said Johnny Morris you got to go to the competition he buys them

874
00:43:49,200 --> 00:43:50,520
Hal Coleman: So he owns both of them.

875
00:43:51,400 --> 00:43:52,860
Hal Coleman: So Cabela's in Bass Pro.

876
00:43:53,140 --> 00:43:54,640
Dan Suiter: We get a kick out of it when we go there.

877
00:43:54,780 --> 00:43:57,280
Dan Suiter: It's the only place where the man is in front

878
00:43:57,280 --> 00:43:59,820
Dan Suiter: and the woman is pushing the cart looking board as hell.

879
00:44:00,290 --> 00:44:01,000
Dan Suiter: Yeah, yeah.

880
00:44:02,440 --> 00:44:04,120
Dan Suiter: And he's like hitting a candy store.

881
00:44:04,400 --> 00:44:05,260
Dan Suiter: Oh, gosh, yeah.

882
00:44:05,330 --> 00:44:06,340
Hal Coleman: I go in there.

883
00:44:06,900 --> 00:44:07,480
Dan Suiter: Go there and browse.

884
00:44:07,940 --> 00:44:10,680
Hal Coleman: Go in there and buy, you know, a pack of fishhooks.

885
00:44:10,700 --> 00:44:13,160
Hal Coleman: And I come out of there with a shopping cart and stuff.

886
00:44:14,360 --> 00:44:15,320
Hal Coleman: They're a great place.

887
00:44:15,540 --> 00:44:17,220
Hal Coleman: They got great candy up front, too.

888
00:44:17,920 --> 00:44:21,160
Hal Coleman: I always respect your customer's time.

889
00:44:21,920 --> 00:44:23,299
Hal Coleman: Never waste a minute of it.

890
00:44:23,400 --> 00:44:27,619
Hal Coleman: You know, if I lose my home,

891
00:44:27,980 --> 00:44:29,099
Hal Coleman: if it were to burn to the ground,

892
00:44:29,160 --> 00:44:30,240
Hal Coleman: I can get another home.

893
00:44:31,460 --> 00:44:32,559
Hal Coleman: If I lose my automobile,

894
00:44:32,700 --> 00:44:33,819
Hal Coleman: I can get another automobile.

895
00:44:34,660 --> 00:44:36,059
Hal Coleman: If I lose my shoes,

896
00:44:37,200 --> 00:44:38,859
Hal Coleman: I can go get another pair of shoes,

897
00:44:39,560 --> 00:44:41,660
Hal Coleman: but I can never get back the 15 seconds

898
00:44:41,690 --> 00:44:43,060
Hal Coleman: it took me to tell you that.

899
00:44:43,700 --> 00:44:44,839
Hal Coleman: That time is gone.

900
00:44:45,859 --> 00:44:46,800
Hal Coleman: And when we're born,

901
00:44:47,200 --> 00:44:48,079
Hal Coleman: we're born on this earth

902
00:44:48,260 --> 00:44:49,460
Hal Coleman: with a fixed amount of time.

903
00:44:49,760 --> 00:44:50,920
Hal Coleman: It's like X amount of time.

904
00:44:51,020 --> 00:44:52,740
Hal Coleman: We don't know how much time that is,

905
00:44:52,940 --> 00:44:54,140
Hal Coleman: but it's a certain amount of time.

906
00:44:55,640 --> 00:44:58,320
Hal Coleman: So I'm very particular with my time.

907
00:44:58,609 --> 00:45:00,780
Hal Coleman: I don't want a minute of my time wasted.

908
00:45:02,119 --> 00:45:06,680
Hal Coleman: And so I'm very particular.

909
00:45:05,040 --> 00:45:06,260
Hal Coleman: Larry Latimer taught me this.

910
00:45:06,330 --> 00:45:08,680
Hal Coleman: He said, when he was coaching me,

911
00:45:09,120 --> 00:45:10,120
Hal Coleman: when I had my pest control business,

912
00:45:10,360 --> 00:45:11,680
Hal Coleman: teaching me about selling, he said,

913
00:45:12,220 --> 00:45:12,960
Hal Coleman: let me ask you something,

914
00:45:13,060 --> 00:45:15,140
Hal Coleman: is being on time important in your industry?

915
00:45:16,030 --> 00:45:16,460
Hal Coleman: I said, yeah.

916
00:45:17,760 --> 00:45:18,760
Hal Coleman: Is it a big deal?

917
00:45:18,970 --> 00:45:19,500
Hal Coleman: I said, yeah.

918
00:45:20,620 --> 00:45:21,960
Hal Coleman: He said, do you make it a big deal?

919
00:45:22,860 --> 00:45:25,220
Hal Coleman: I said, we all show up on time.

920
00:45:26,320 --> 00:45:27,440
Hal Coleman: He said, well, if something's a big deal,

921
00:45:27,490 --> 00:45:28,640
Hal Coleman: you need to make it a big deal.

922
00:45:28,820 --> 00:45:30,760
Hal Coleman: He said, you need to tell somebody

923
00:45:31,460 --> 00:45:33,859
Hal Coleman: And also, let me tell you how we're different than other companies.

924
00:45:34,539 --> 00:45:37,859
Hal Coleman: We will never waste one minute of your time.

925
00:45:38,119 --> 00:45:42,420
Hal Coleman: You will never wonder where we are or when we're going to show it.

926
00:45:43,260 --> 00:45:47,859
Hal Coleman: If we say we'll be here, if I tell you I'm going to be here at 10 o'clock, I'm going to be here at 10 o'clock.

927
00:45:48,700 --> 00:45:54,119
Hal Coleman: If I say I'll call you next Thursday at 20 after 2, I'm going to call you next Thursday at 20 after 2.

928
00:45:55,300 --> 00:46:02,040
Hal Coleman: And I said, with some companies, you know, on time means maybe I got there that day or maybe I didn't.

929
00:46:02,099 --> 00:46:05,280
Hal Coleman: Or we'll be there sometime between 8 and 2.

930
00:46:06,240 --> 00:46:09,440
Hal Coleman: And I said, I realize your schedule can get fouled up.

931
00:46:09,500 --> 00:46:15,700
Hal Coleman: But I've had people that were going to be at my house between 8 and 12.

932
00:46:15,780 --> 00:46:16,440
Hal Coleman: And I wait.

933
00:46:16,500 --> 00:46:20,359
Hal Coleman: And at 5 minutes to 12, they call me and tell me they're running about an hour behind.

934
00:46:23,480 --> 00:46:26,380
Hal Coleman: and my question, when did you know you were running an hour behind?

935
00:46:24,560 --> 00:46:24,680
Hal Coleman: Yeah.

936
00:46:26,620 --> 00:46:29,720
Hal Coleman: Well, the first stop I had this morning, I had to stay there.

937
00:46:29,920 --> 00:46:33,240
Hal Coleman: So in other words, you've known all morning that you were running behind

938
00:46:34,000 --> 00:46:35,580
Hal Coleman: while I was sitting here waiting for you,

939
00:46:36,340 --> 00:46:39,020
Hal Coleman: and you wait until the last minute to call me and tell me you're running behind.

940
00:46:39,200 --> 00:46:41,440
Hal Coleman: So basically, you wasted a half a day of my time.

941
00:46:41,660 --> 00:46:42,360
Dan Suiter: Never forget that.

942
00:46:42,540 --> 00:46:43,760
Hal Coleman: Your day gets blown out.

943
00:46:44,280 --> 00:46:46,900
Hal Coleman: Let your customers know immediately that it's blown out.

944
00:46:47,060 --> 00:46:49,280
Hal Coleman: Say, I'm sorry, and I'll give you the option.

945
00:46:49,460 --> 00:46:50,420
Hal Coleman: You can wait for me.

946
00:46:50,460 --> 00:46:53,820
Hal Coleman: I should be there, or we can reschedule it for another day,

947
00:46:54,040 --> 00:46:54,860
Hal Coleman: whatever works for you.

948
00:46:55,560 --> 00:46:58,520
Hal Coleman: But don't leave them sitting there wondering where you are

949
00:46:58,600 --> 00:46:59,700
Hal Coleman: and when you're going to get there.

950
00:47:00,500 --> 00:47:04,200
Hal Coleman: making a big deal about being on time and let the customers know.

951
00:47:04,420 --> 00:47:05,980
Hal Coleman: I was such a fanatic about it.

952
00:47:06,000 --> 00:47:07,780
Hal Coleman: If I said, I'm going to be at your house at one o'clock,

953
00:47:08,000 --> 00:47:10,740
Hal Coleman: I'd probably get on your street at five or 10 minutes till,

954
00:47:12,420 --> 00:47:14,180
Hal Coleman: turn around and watch my watch.

955
00:47:14,200 --> 00:47:18,000
Hal Coleman: And I would pull in the driveway and walk up and stand there and wonder,

956
00:47:18,540 --> 00:47:20,440
Hal Coleman: second hand sticking out, rang the doorbell,

957
00:47:20,520 --> 00:47:21,780
Hal Coleman: and they opened the door, and I'd say,

958
00:47:22,160 --> 00:47:23,620
Hal Coleman: well, I told you I'd be here at 9 o'clock,

959
00:47:23,780 --> 00:47:26,200
Hal Coleman: and they'd go, oh, my gosh, it's 9 o'clock.

960
00:47:27,320 --> 00:47:30,260
Hal Coleman: And they said, I've never had anybody show up like that before,

961
00:47:30,440 --> 00:47:31,500
Hal Coleman: and I said, well, we do.

962
00:47:32,540 --> 00:47:34,780
Hal Coleman: That was their first impression of my company,

963
00:47:35,060 --> 00:47:36,980
Hal Coleman: was that, oh, my gosh,

964
00:47:37,300 --> 00:47:40,220
Hal Coleman: they showed up exactly when they said they would show up.

965
00:47:40,280 --> 00:47:42,020
Dan Suiter: You know, being there too early is the same thing.

966
00:47:42,100 --> 00:47:43,100
Dan Suiter: People got stuff to do.

967
00:47:43,300 --> 00:47:44,960
Hal Coleman: Yes, you don't want to get there too early

968
00:47:45,280 --> 00:47:46,660
Hal Coleman: and catch somebody, you know,

969
00:47:48,000 --> 00:47:51,640
Hal Coleman: inappropriate, to say the least, are not presentable.

970
00:47:51,680 --> 00:47:53,559
Hal Coleman: And that's really not a good idea.

971
00:47:54,500 --> 00:47:58,680
Hal Coleman: But don't ever waste a minute of your customer's time.

972
00:48:01,880 --> 00:48:04,760
Hal Coleman: Number five, we're going to do one more, and then we're going to take a short break.

973
00:48:05,779 --> 00:48:07,420
Hal Coleman: Call them by name often.

974
00:48:08,220 --> 00:48:15,240
Hal Coleman: Now, it's generally been accepted in our industry and home service industries that you call people Mr. or Mrs.

975
00:48:15,880 --> 00:48:26,560
Hal Coleman: And I used to do that, too, but until I found out that being on the first name basis with somebody is entirely different than being on a Mr. or Mrs. basis with them.

976
00:48:27,300 --> 00:48:30,720
Hal Coleman: If it's Mr. and Mrs., it's all business and there's a wall there.

977
00:48:32,100 --> 00:48:35,760
Hal Coleman: And I've had people tell me, no, I never call anybody with the first name.

978
00:48:36,200 --> 00:48:37,040
Hal Coleman: It's not professional.

979
00:48:37,320 --> 00:48:38,840
Hal Coleman: It's not professional.

980
00:48:38,980 --> 00:48:39,480
Hal Coleman: It's personal.

981
00:48:40,480 --> 00:48:42,200
Hal Coleman: You get on the first name basis with them.

982
00:48:42,780 --> 00:48:48,200
Hal Coleman: If you're on the first basis and it's hello, John, not hello, Mr. Smith,

983
00:48:49,420 --> 00:48:52,800
Hal Coleman: because when the chips are down or if you mess up or...

984
00:48:53,320 --> 00:48:55,579
Hal Coleman: they lose their job and they're looking at cutting back.

985
00:48:55,940 --> 00:49:01,400
Hal Coleman: It's a lot easier to fire Mr. Smith than it is to fire John.

986
00:49:03,000 --> 00:49:06,640
Hal Coleman: It's hard to fire somebody you're on a first name basis with.

987
00:49:07,220 --> 00:49:08,380
Hal Coleman: So call them by name.

988
00:49:09,160 --> 00:49:14,160
Hal Coleman: They say the most beautiful name and the most beautiful word in the English language is your name.

989
00:49:15,460 --> 00:49:16,500
Hal Coleman: People love to hear their name.

990
00:49:16,730 --> 00:49:18,100
Hal Coleman: If you're walking across the parking lot,

991
00:49:19,030 --> 00:49:20,080
Hal Coleman: and busy parking lot,

992
00:49:20,080 --> 00:49:21,460
Hal Coleman: and you heard somebody yell out,

993
00:49:22,120 --> 00:49:22,480
Hal Coleman: "Anne!"

994
00:49:22,660 --> 00:49:25,460
Hal Coleman: You know, you're going to be smiling,

995
00:49:25,700 --> 00:49:26,880
Hal Coleman: turning around, "Who called out my name?

996
00:49:27,080 --> 00:49:28,240
Hal Coleman: Somebody called my name."

997
00:49:28,940 --> 00:49:30,680
Hal Coleman: So we love to hear our name.

998
00:49:31,780 --> 00:49:34,680
Hal Coleman: So call him by name, call him by name often.

999
00:49:35,560 --> 00:49:37,620
Hal Coleman: I had a guy, an elderly guy,

1000
00:49:37,620 --> 00:49:39,720
Hal Coleman: and I went to do a termite estimate for one time.

1001
00:49:40,460 --> 00:49:42,860
Hal Coleman: And I said, "I'm Hal," and he introduced himself to me.

1002
00:49:42,860 --> 00:49:45,620
Hal Coleman: And during the course of walking around the house

1003
00:49:45,840 --> 00:49:48,560
Hal Coleman: for about, I don't know, 30 minutes I was there,

1004
00:49:49,400 --> 00:49:51,920
Hal Coleman: he called me Hal about five or six times.

1005
00:49:52,860 --> 00:49:54,320
Hal Coleman: He said, "Now come on around here, Hal.

1006
00:49:54,790 --> 00:49:56,180
Hal Coleman: I want to show you this."

1007
00:49:56,180 --> 00:49:59,700
Hal Coleman: And then, "Hal, let me ask you another question about this.

1008
00:50:01,480 --> 00:50:04,220
Hal Coleman: And, Hal, would you like a bottle of water?"

1009
00:50:04,220 --> 00:50:06,720
Hal Coleman: And then, "Hal, it's been a pleasure meeting you."

1010
00:50:06,720 --> 00:50:09,160
Hal Coleman: And I went back to my office and I told Kathy, my office manager,

1011
00:50:09,240 --> 00:50:12,500
Hal Coleman: I said, "I went to a stranger's house and the weirdest thing happened."

1012
00:50:12,500 --> 00:50:15,700
Hal Coleman: I said, "He called me by my name about a half a dozen times."

1013
00:50:16,280 --> 00:50:19,400
Hal Coleman: And I said, it was really weird, but it really made me feel good.

1014
00:50:19,760 --> 00:50:23,359
Hal Coleman: Made me feel like I'd been knowing this guy all my life, and he was a stranger.

1015
00:50:24,520 --> 00:50:26,579
Hal Coleman: But I said, it had a weird effect on me.

1016
00:50:27,460 --> 00:50:28,720
Hal Coleman: And so, it does.

1017
00:50:29,000 --> 00:50:31,000
Hal Coleman: So, call them by name often.

1018
00:50:31,880 --> 00:50:34,340
Hal Coleman: And it's a good idea sometimes to ask somebody,

1019
00:50:35,020 --> 00:50:38,120
Hal Coleman: you know, you say, "You Mr. Suiter, I'm Hal,

1020
00:50:39,360 --> 00:50:40,960
Hal Coleman: is it okay if I call you Dan?"

1021
00:50:41,480 --> 00:50:43,960
Hal Coleman: And you're almost always gonna say, "Sure, yeah, call me Dan."

1022
00:50:44,080 --> 00:50:45,940
Hal Coleman: And I say, "Well, I'd rather you call me Hal, too."

1023
00:50:45,960 --> 00:50:47,140
Hal Coleman: Now we're on a first-name basis.

1024
00:50:47,540 --> 00:50:49,740
Hal Coleman: We've already made miles of progress

1025
00:50:50,440 --> 00:50:52,020
Hal Coleman: just by getting on the first-name basis.

1026
00:50:53,080 --> 00:51:02,740
Hal Coleman: And I had an employee that was about 21 years old who went to do pest control for my old high school English teacher who was about 75 years old at the time.

1027
00:51:03,760 --> 00:51:10,260
Hal Coleman: And I forgot to tell him, don't call her Ada, whatever you do, call her Ms. McConnell.

1028
00:51:11,780 --> 00:51:18,480
Hal Coleman: and he said he came back he said he said I did Miss McConnell's house he said it didn't get off

1029
00:51:18,640 --> 00:51:22,600
Hal Coleman: to a good start he said I got out of the truck and she was working in the yard and I said you

1030
00:51:22,620 --> 00:51:30,300
Hal Coleman: must be Ada she stood up and said young man you're not near old enough to call me Ada

1031
00:51:31,920 --> 00:51:37,400
Hal Coleman: I could have told you that this is a school teacher she's touchy about that but

1032
00:51:37,779 --> 00:51:42,520
Hal Coleman: I said, even I call her Miss McConnell, and I've known her since eighth grade, and I call her Miss McConnell.

1033
00:51:43,140 --> 00:51:44,779
Hal Coleman: So, why don't we take a break?

1034
00:51:46,279 --> 00:51:48,900
Dan Suiter: What do we got? Four o'clock on the nose?

1035
00:51:49,160 --> 00:51:49,380
Dan Suiter: Yeah.

1036
00:51:50,119 --> 00:51:51,299
Dan Suiter: How long do you need? Ten minutes?

1037
00:51:51,640 --> 00:51:52,779
Hal Coleman: No. Five.

1038
00:51:53,079 --> 00:51:56,099
Dan Suiter: Five minutes? Okay, let's take a five-minute break.

1039
00:51:56,200 --> 00:51:59,240
Hal Coleman: Let's take a five-minute break, folks, and we'll be back and continue.

1040
00:52:00,299 --> 00:52:00,700
Hal Coleman: Very good.

1041
00:52:03,280 --> 00:52:08,020
Dan Suiter: I have to tell you about this Hammond services that we have here locally.

1042
00:52:09,020 --> 00:52:09,619
Hal Coleman: What do they do?

1043
00:52:09,820 --> 00:52:11,359
Dan Suiter: They do HVAC.

1044
00:52:15,079 --> 00:52:15,619
Hal Coleman: They do what?

1045
00:52:16,060 --> 00:52:16,520
Dan Suiter: Air conditioning.

1046
00:52:17,000 --> 00:52:17,480
Hal Coleman: Oh, okay.

1047
00:52:17,560 --> 00:52:18,099
Dan Suiter: That kind of thing.

1048
00:52:19,119 --> 00:52:20,280
Dan Suiter: I think I've heard of Hammond.

1049
00:52:20,380 --> 00:52:21,060
Dan Suiter: Yeah, you probably have.

1050
00:52:21,339 --> 00:52:21,420
Dan Suiter: Yeah.

1051
00:52:23,960 --> 00:52:25,280
Rich Braman: All right, folks.

1052
00:52:27,780 --> 00:52:28,440
Rich Braman: Welcome back.

1053
00:52:28,510 --> 00:52:30,280
Rich Braman: I think we're just about ready to get started.

1054
00:52:33,480 --> 00:52:33,800
Dan Suiter: All right.

1055
00:52:34,800 --> 00:52:35,100
Rich Braman: Rolling.

1056
00:52:36,320 --> 00:52:36,600
Hal Coleman: Okay.

1057
00:52:38,240 --> 00:52:39,300
Hal Coleman: You want some more coffee now?

1058
00:52:40,720 --> 00:52:41,620
Hal Coleman: No, I'm fine.

1059
00:52:41,760 --> 00:52:41,880
Hal Coleman: Okay.

1060
00:52:41,980 --> 00:52:42,920
Hal Coleman: I've got some coffee here.

1061
00:52:43,440 --> 00:52:44,360
Hal Coleman: Are we rolling now?

1062
00:52:44,440 --> 00:52:44,840
Hal Coleman: We're rolling.

1063
00:52:45,100 --> 00:52:45,480
Hal Coleman: All right.

1064
00:52:46,840 --> 00:52:47,100
Hal Coleman: Okay.

1065
00:52:49,800 --> 00:52:51,340
Hal Coleman: - Number six, okay,

1066
00:52:51,500 --> 00:52:55,180
Hal Coleman: we, way to make your customers fall in love with you

1067
00:52:51,810 --> 00:52:51,920
Hal Coleman: Okay.

1068
00:52:55,180 --> 00:52:56,980
Hal Coleman: is to love their animals.

1069
00:52:58,360 --> 00:53:02,040
Hal Coleman: Know the animals by name and give the animals treats.

1070
00:53:02,220 --> 00:53:05,000
Hal Coleman: This is a big deal, especially with dogs.

1071
00:53:06,339 --> 00:53:11,839
Hal Coleman: So dogs may be a little unfriendly to you in the beginning, but they'll warm up to you really quick if you give them food.

1072
00:53:12,720 --> 00:53:18,180
Hal Coleman: And so I recommend that if you have your field technicians or if you are a field technician,

1073
00:53:19,480 --> 00:53:23,240
Hal Coleman: take a little Ziploc bag with just some little dog treats.

1074
00:53:23,380 --> 00:53:27,000
Hal Coleman: They don't have to be big, you know, can just be dry dog food with a little...

1075
00:53:27,100 --> 00:53:34,160
Hal Coleman: probably a little pellet in there but uh always ask permission before you give an animal a treat

1076
00:53:34,580 --> 00:53:41,280
Hal Coleman: they'll say is it okay if i give toughy the toughy like dog treats oh yes he does he would love one

1077
00:53:41,280 --> 00:53:46,780
Hal Coleman: of those so you give him a dog treat or two and then he's going to follow you around and now

1078
00:53:48,039 --> 00:53:50,039
Hal Coleman: after about two times of that,

1079
00:53:50,680 --> 00:53:52,700
Hal Coleman: he's going to know when it's time for you to be there.

1080
00:53:52,799 --> 00:53:54,520
Hal Coleman: He's going to see your truck pull in the driveway,

1081
00:53:54,609 --> 00:53:56,260
Hal Coleman: and he's going to be ready for a dog treat

1082
00:53:57,200 --> 00:53:58,819
Hal Coleman: and pet him and talk to him.

1083
00:53:58,819 --> 00:54:00,539
Hal Coleman: I don't care if you like dogs or not.

1084
00:54:00,920 --> 00:54:02,039
Hal Coleman: Pretend like you do, okay?

1085
00:54:02,720 --> 00:54:04,000
Hal Coleman: You're on stage here.

1086
00:54:06,400 --> 00:54:07,960
Hal Coleman: you probably won't work with the cat

1087
00:54:08,140 --> 00:54:09,280
Hal Coleman: because they'll go under the bed

1088
00:54:09,349 --> 00:54:10,260
Hal Coleman: when you walk in the door

1089
00:54:10,329 --> 00:54:11,839
Hal Coleman: and they won't come out for three days

1090
00:54:12,109 --> 00:54:12,640
Hal Coleman: after you leave.

1091
00:54:12,940 --> 00:54:14,320
Hal Coleman: So you don't have to worry about it

1092
00:54:14,420 --> 00:54:15,640
Hal Coleman: too much with cats.

1093
00:54:16,200 --> 00:54:18,359
Hal Coleman: But if the chips get down

1094
00:54:17,020 --> 00:54:17,380
Hal Coleman: But...

1095
00:54:18,579 --> 00:54:19,720
Hal Coleman: and times are hard

1096
00:54:19,960 --> 00:54:22,720
Hal Coleman: and somebody, the husband might say,

1097
00:54:22,960 --> 00:54:24,119
Hal Coleman: you know, I think we're going to have to

1098
00:54:25,579 --> 00:54:26,880
Hal Coleman: discontinued pest control service.

1099
00:54:26,990 --> 00:54:27,760
Hal Coleman: We can't afford it.

1100
00:54:27,760 --> 00:54:29,160
Hal Coleman: They come say, "No, we can't do that.

1101
00:54:29,320 --> 00:54:31,619
Hal Coleman: Tuffy would be heartbroken if Hal didn't come by.

1102
00:54:32,050 --> 00:54:32,859
Hal Coleman: We can't do that.

1103
00:54:32,910 --> 00:54:33,900
Hal Coleman: He loves Hal.

1104
00:54:34,020 --> 00:54:35,560
Hal Coleman: He waits for Hal in the window.

1105
00:54:36,000 --> 00:54:38,640
Hal Coleman: You can't, we can't let Hal go, you see.

1106
00:54:38,820 --> 00:54:41,579
Hal Coleman: So the pet will become a big ally of yours

1107
00:54:42,400 --> 00:54:44,980
Hal Coleman: and will help you overcome a problem if you

1108
00:54:45,760 --> 00:54:51,560
Hal Coleman: or late if you spray something and kill a fish or whatever you do.

1109
00:54:51,730 --> 00:54:55,280
Hal Coleman: But you can be forgiven for a lot of things if Tuffy loves you.

1110
00:54:55,620 --> 00:54:58,780
Hal Coleman: So love their animals and they will love you.

1111
00:54:58,900 --> 00:55:02,800
Hal Coleman: We all know that some people treat their animals better than they do their own kids.

1112
00:55:03,390 --> 00:55:05,600
Hal Coleman: And so take advantage of that.

1113
00:55:05,810 --> 00:55:08,020
Hal Coleman: You love their animals and they will love you.

1114
00:55:10,340 --> 00:55:15,060
Hal Coleman: Continually let your customers know how much you appreciate them.

1115
00:55:16,000 --> 00:55:19,200
Hal Coleman: And I don't mean just say thank you.

1116
00:55:19,550 --> 00:55:20,740
Hal Coleman: I appreciate your business.

1117
00:55:21,880 --> 00:55:25,220
Hal Coleman: The old standard, it's great to have North Fulton Exterminating,

1118
00:55:25,340 --> 00:55:26,320
Hal Coleman: I can help you.

1119
00:55:26,790 --> 00:55:27,660
Hal Coleman: Thank you for your business.

1120
00:55:28,299 --> 00:55:43,839
Hal Coleman: But I teach my clients to go way above and beyond that if you have a customer on the phone who's talking to you about an appointment or whatever, or you're at their home, before you leave, you just say, before I leave, I want to tell you something.

1121
00:55:44,700 --> 00:55:47,320
Hal Coleman: Lisa, I want to tell you how much I appreciate your business.

1122
00:55:47,540 --> 00:55:48,280
Hal Coleman: I mean it.

1123
00:55:48,670 --> 00:55:52,060
Hal Coleman: The fact that you pay me your hard-earned money to take care of your bugs

1124
00:55:52,400 --> 00:55:54,780
Hal Coleman: means a lot to me, and I don't take it lightly.

1125
00:55:55,390 --> 00:56:00,180
Hal Coleman: And I just want you to know I'm committed to do everything I can at all times

1126
00:56:00,400 --> 00:56:04,740
Hal Coleman: to make life good for you, to help that you don't see any bugs in your home.

1127
00:56:05,520 --> 00:56:09,580
Hal Coleman: And I had one of my clients, my coaching clients say,

1128
00:56:10,200 --> 00:56:11,480
Hal Coleman: "You want me to say all that?"

1129
00:56:11,480 --> 00:56:13,980
Hal Coleman: I said, "Yes, I want you to stop them in their tracks."

1130
00:56:14,460 --> 00:56:16,280
Hal Coleman: So one client told me, he said,

1131
00:56:16,320 --> 00:56:18,060
Hal Coleman: "I said that to everybody last week,

1132
00:56:18,100 --> 00:56:20,020
Hal Coleman: I had one lady just stand there and look at me

1133
00:56:20,160 --> 00:56:21,600
Hal Coleman: with her mouth hanging open and she said,

1134
00:56:22,560 --> 00:56:23,900
Hal Coleman: "I don't know what to say.

1135
00:56:24,720 --> 00:56:27,300
Hal Coleman: "Nobody's ever said anything like that to me before."

1136
00:56:27,920 --> 00:56:30,020
Hal Coleman: He said, "Well, I just want you to know."

1137
00:56:30,020 --> 00:56:32,160
Hal Coleman: And so one of my clients, I said,

1138
00:56:33,560 --> 00:56:36,660
Hal Coleman: "I want you to say this to your wife tonight.

1139
00:56:36,930 --> 00:56:41,440
Hal Coleman: I want you to say, 'Honey, I just want to tell you something.

1140
00:56:42,070 --> 00:56:46,160
Hal Coleman: I just want you to know how much I appreciate you and all you do for me.

1141
00:56:47,220 --> 00:56:50,980
Hal Coleman: I know I don't say it a lot, but it means a lot to me.

1142
00:56:51,170 --> 00:56:52,579
Hal Coleman: And I just want you to know that he said,

1143
00:56:52,579 --> 00:56:54,180
Hal Coleman: you want me to say that to my wife?

1144
00:56:54,260 --> 00:56:55,260
Hal Coleman: And I said, yes, I do.

1145
00:56:56,099 --> 00:57:00,380
Hal Coleman: And I'm going to ask you next week when we meet, did you say it?

1146
00:57:00,480 --> 00:57:01,880
Hal Coleman: So that's your homework assignment.

1147
00:57:02,140 --> 00:57:06,160
Hal Coleman: So the next week when we met, I said, did you say that to your wife?

1148
00:57:07,460 --> 00:57:08,220
Hal Coleman: He said, I did.

1149
00:57:08,250 --> 00:57:09,599
Hal Coleman: And I said, what was her reaction?

1150
00:57:09,690 --> 00:57:11,240
Hal Coleman: He said, she busted out crying.

1151
00:57:12,300 --> 00:57:13,180
Hal Coleman: I said, see there?

1152
00:57:14,539 --> 00:57:16,819
Hal Coleman: He said, "I know, it made me feel weird."

1153
00:57:16,589 --> 00:57:16,680
Hal Coleman: Yeah.

1154
00:57:16,819 --> 00:57:22,000
Hal Coleman: I said, "You see what it meant to her to hear that, that you appreciate?

1155
00:57:22,760 --> 00:57:24,839
Hal Coleman: So let your customers know.

1156
00:57:25,020 --> 00:57:26,420
Hal Coleman: Send them a handwritten note."

1157
00:57:26,420 --> 00:57:33,180
Hal Coleman: Dan Kennedy always says, "I seldom write handwritten thank you notes, but I make it a point to do

1158
00:57:33,369 --> 00:57:35,960
Hal Coleman: business with people who do."

1159
00:57:36,680 --> 00:57:39,160
Hal Coleman: because we're always too busy to do things like that.

1160
00:57:39,250 --> 00:57:41,320
Hal Coleman: But send a handwritten note, mention them.

1161
00:57:41,470 --> 00:57:43,720
Hal Coleman: If you do a newsletter, mention them, tell them in person.

1162
00:57:44,700 --> 00:57:47,160
Hal Coleman: Just pick up the phone and call one of your best customers

1163
00:57:47,330 --> 00:57:50,200
Hal Coleman: and say, "I don't have anything to tell you today,

1164
00:57:50,250 --> 00:57:52,140
Hal Coleman: but I just really was thinking about you,

1165
00:57:52,140 --> 00:57:53,460
Hal Coleman: and I want to pick up the phone and call you

1166
00:57:53,500 --> 00:57:56,200
Hal Coleman: and just tell you how much I appreciate your business.

1167
00:57:57,120 --> 00:57:58,280
Hal Coleman: And we're here if you need us.

1168
00:57:58,840 --> 00:58:00,300
Hal Coleman: We don't take it lightly."

1169
00:58:00,940 --> 00:58:02,460
Hal Coleman: and just want you to know that.

1170
00:58:02,460 --> 00:58:03,960
Hal Coleman: I said, just blow them away.

1171
00:58:04,800 --> 00:58:06,100
Hal Coleman: It'll just make their day.

1172
00:58:07,300 --> 00:58:08,460
Hal Coleman: It will do what?

1173
00:58:09,480 --> 00:58:10,860
Hal Coleman: It will make them love you.

1174
00:58:11,840 --> 00:58:12,060
Hal Coleman: Yes.

1175
00:58:14,540 --> 00:58:15,340
Hal Coleman: Number eight,

1176
00:58:16,180 --> 00:58:18,920
Hal Coleman: give your customers surprises from time to time.

1177
00:58:19,120 --> 00:58:20,480
Hal Coleman: Things that they...

1178
00:58:21,340 --> 00:58:23,800
Hal Coleman: didn't anticipate or didn't expect.

1179
00:58:24,460 --> 00:58:26,120
Hal Coleman: My wife Lynn, when she was teaching school,

1180
00:58:26,380 --> 00:58:28,980
Hal Coleman: we would go shopping with her sometimes

1181
00:58:29,260 --> 00:58:31,140
Hal Coleman: and say, well, can we stop at this store

1182
00:58:31,140 --> 00:58:31,720
Hal Coleman: and look around?

1183
00:58:34,100 --> 00:58:37,120
Hal Coleman: And I'd follow her through stores a lot of times,

1184
00:58:37,340 --> 00:58:39,000
Hal Coleman: you know, just she likes to shop.

1185
00:58:39,900 --> 00:58:41,599
Hal Coleman: go with her and she would buy

1186
00:58:41,780 --> 00:58:43,320
Hal Coleman: or she would come home with a present

1187
00:58:43,520 --> 00:58:45,380
Hal Coleman: say look what I bought for Mary that was one of

1188
00:58:45,579 --> 00:58:46,940
Hal Coleman: her good friends and teachers

1189
00:58:47,339 --> 00:58:49,520
Hal Coleman: look what I bought for Mary this little thing you put it on

1190
00:58:49,520 --> 00:58:51,520
Hal Coleman: the desk and you put candles

1191
00:58:50,360 --> 00:58:50,480
Hal Coleman: And I'd...

1192
00:58:51,780 --> 00:58:53,460
Hal Coleman: in her or something I said was it Mary's

1193
00:58:53,619 --> 00:58:54,619
Hal Coleman: birthday she said no

1194
00:58:55,940 --> 00:58:56,940
Hal Coleman: I said, well, it's not Christmas.

1195
00:58:57,079 --> 00:58:58,640
Hal Coleman: I said, why don't you buy me a present?

1196
00:58:58,819 --> 00:59:01,420
Hal Coleman: She said, just wanted to buy it because I knew she'd like it.

1197
00:59:02,380 --> 00:59:03,599
Hal Coleman: She said, it's just a happy day.

1198
00:59:03,660 --> 00:59:04,920
Hal Coleman: She called it a happy day present.

1199
00:59:05,500 --> 00:59:06,880
Hal Coleman: She said, it's just a happy day present.

1200
00:59:07,619 --> 00:59:09,240
Hal Coleman: But she used to do that all the time.

1201
00:59:10,119 --> 00:59:25,380
Hal Coleman: So you give your customers a happy day.

1202
00:59:13,700 --> 00:59:18,339
Hal Coleman: what you might call a happy day present just a lot of times you don't really have to

1203
00:59:19,059 --> 00:59:24,000
Hal Coleman: buy something i'll give you a couple examples i had a every now and then i have somebody call me

1204
00:59:24,200 --> 00:59:30,720
Hal Coleman: up it happens every several years maybe somebody called me and said how you want two braves tickets

1205
00:59:31,099 --> 00:59:34,619
Hal Coleman: i got two braves tickets for this weekend i can't use them i have something to come up

1206
00:59:34,700 --> 00:59:37,000
Hal Coleman: you i got two braves tickets you want them

1207
00:59:37,420 --> 00:59:39,120
Hal Coleman: I said, "No, I don't care for them.

1208
00:59:39,160 --> 00:59:39,940
Hal Coleman: Thank you for..."

1209
00:59:40,320 --> 00:59:41,780
Hal Coleman: I said, "Well, I don't want them to go to waste.

1210
00:59:41,940 --> 00:59:43,540
Hal Coleman: You know, I'm trying to find somebody."

1211
00:59:43,540 --> 00:59:47,060
Hal Coleman: I said, "No, I don't want them to thank you."

1212
00:59:47,060 --> 00:59:49,440
Hal Coleman: I started thinking, "Why don't I do that?"

1213
00:59:49,980 --> 00:59:55,220
Hal Coleman: So then I would say, "No, I can't go, but I know somebody that would like to have them."

1214
00:59:55,220 --> 00:59:55,740
Hal Coleman: "Oh, really?

1215
00:59:56,160 --> 00:59:56,560
Hal Coleman: Okay."

1216
00:59:56,880 --> 00:59:57,780
Hal Coleman: So get the tickets.

1217
00:59:59,280 --> 01:00:00,940
Hal Coleman: and then call one of your best customers.

1218
01:00:01,070 --> 01:00:02,680
Hal Coleman: Say, hey, I know you like baseball.

1219
01:00:03,600 --> 01:00:06,560
Hal Coleman: How'd you like to go to the Braves game this weekend?

1220
01:00:07,680 --> 01:00:09,960
Hal Coleman: Really? Yeah, I got two tickets I'd like to give you.

1221
01:00:10,760 --> 01:00:12,680
Hal Coleman: Why? Because you're just a good customer.

1222
01:00:14,060 --> 01:00:15,660
Hal Coleman: I just appreciate you.

1223
01:00:15,660 --> 01:00:16,700
Hal Coleman: I wanted to do something nice,

1224
01:00:16,740 --> 01:00:18,460
Hal Coleman: so I thought you'd give me some Braves tickets.

1225
01:00:19,280 --> 01:00:19,900
Hal Coleman: Blow them away.

1226
01:00:20,080 --> 01:00:21,360
Hal Coleman: So you recycle stuff.

1227
01:00:21,700 --> 01:00:25,480
Hal Coleman: You get stuff all the time that you really don't want.

1228
01:00:26,800 --> 01:00:28,380
Hal Coleman: especially around Christmas time,

1229
01:00:28,660 --> 01:00:30,780
Hal Coleman: especially if you have a business and from vendors,

1230
01:00:30,920 --> 01:00:32,560
Hal Coleman: and you get stuff you don't want,

1231
01:00:33,720 --> 01:00:36,180
Hal Coleman: but don't turn it down, just recycle it.

1232
01:00:36,400 --> 01:00:38,060
Hal Coleman: Turn around and give it to somebody else,

1233
01:00:38,700 --> 01:00:41,220
Hal Coleman: and you'd be surprised at the reaction.

1234
01:00:41,440 --> 01:00:44,920
Hal Coleman: Now, use your own discretion and

1235
01:00:45,839 --> 01:00:46,599
Hal Coleman: don't be tacky.

1236
01:00:46,720 --> 01:00:49,400
Hal Coleman: I mean, if you're trying to get a pest control

1237
01:00:50,420 --> 01:00:51,760
Hal Coleman: and you're meeting with an executive,

1238
01:00:51,839 --> 01:00:52,980
Hal Coleman: a big commercial building,

1239
01:00:53,160 --> 01:00:54,599
Hal Coleman: and you're meeting in his plush office

1240
01:00:54,740 --> 01:00:55,960
Hal Coleman: on the 20th floor,

1241
01:00:57,299 --> 01:00:59,799
Hal Coleman: don't give him a recycled Christmas candle

1242
01:01:00,440 --> 01:01:00,859
Hal Coleman: or something.

1243
01:01:00,960 --> 01:01:02,619
Hal Coleman: You know, that probably wouldn't be

1244
01:01:04,440 --> 01:01:06,579
Hal Coleman: an appropriate, impressive thing.

1245
01:01:06,819 --> 01:01:09,480
Hal Coleman: But I had a guy to me one time.

1246
01:01:10,000 --> 01:01:11,839
Hal Coleman: He would...

1247
01:01:13,079 --> 01:01:17,960
Hal Coleman: You know, you can take a picture of your dog or whatever and have it put on a coffee mug.

1248
01:01:19,089 --> 01:01:23,420
Hal Coleman: So he said he wanted to get this commercial account with this guy.

1249
01:01:24,299 --> 01:01:32,020
Hal Coleman: He knew who this guy was who owned this big building, and he would see him at the Little

1250
01:01:32,180 --> 01:01:35,839
Hal Coleman: League games because this guy's grandson played Little League baseball.

1251
01:01:37,520 --> 01:01:43,240
Hal Coleman: So he said one day he was there and he just waited around for this guy to leave.

1252
01:01:43,530 --> 01:01:46,520
Hal Coleman: And he was over there talking to his grandson with his uniform.

1253
01:01:46,670 --> 01:01:52,880
Hal Coleman: And he said, "I went over and introduced myself and said, 'Hi, you don't know me, but I know you and I just...

1254
01:01:53,859 --> 01:01:56,520
Hal Coleman: Would you mind if I take a picture of you and your grandson?'

1255
01:01:56,760 --> 01:01:58,560
Hal Coleman: And the guy said, "No."

1256
01:01:58,690 --> 01:02:00,359
Hal Coleman: So he took a picture of his grandson.

1257
01:02:00,570 --> 01:02:01,839
Hal Coleman: He said, "I'll send you the picture."

1258
01:02:01,839 --> 01:02:03,380
Hal Coleman: He said, "Oh, great."

1259
01:02:03,380 --> 01:02:05,520
Hal Coleman: You know, that was it in the conversation.

1260
01:02:06,119 --> 01:02:25,160
Hal Coleman: So he calls and so he takes that and has it put on a coffee mug of that guy with him and his grandson and he mails it to the guy. And then he calls up and gets an appointment with the guy to talk to him. This was a real estate deal to talk to him about his building.

1261
01:02:26,300 --> 01:02:30,820
Hal Coleman: because he had heard, back up, he had heard through the grapevine that this building,

1262
01:02:31,620 --> 01:02:33,940
Hal Coleman: this 20-story building, was going to be going up for sale.

1263
01:02:35,140 --> 01:02:37,340
Hal Coleman: So he mails it to the guy, and he said,

1264
01:02:37,340 --> 01:02:39,380
Hal Coleman: then I got an appointment to meet with the guy,

1265
01:02:39,920 --> 01:02:41,740
Hal Coleman: and he said, when I walked into his office,

1266
01:02:42,220 --> 01:02:44,600
Hal Coleman: that coffee mug was sitting on his desk.

1267
01:02:45,680 --> 01:02:47,140
Hal Coleman: He said, I knew I had the deal.

1268
01:02:47,980 --> 01:02:48,840
Hal Coleman: Knew I had the deal.

1269
01:02:49,180 --> 01:02:50,560
Hal Coleman: And he said,

1270
01:02:53,400 --> 01:02:55,020
Hal Coleman: that sent you that coffee mug.

1271
01:02:55,079 --> 01:02:56,720
Hal Coleman: He said, oh, my gosh, that's my favorite.

1272
01:02:57,020 --> 01:02:58,140
Hal Coleman: And he said, where do we sign?

1273
01:02:58,299 --> 01:03:03,799
Hal Coleman: You know, I mean, the guy just signed up and he said, I got the deal and I listed the

1274
01:03:04,140 --> 01:03:07,200
Hal Coleman: property and I sold the building all because of that coffee mug.

1275
01:03:07,980 --> 01:03:09,119
Hal Coleman: Just giving them a surprise.

1276
01:03:10,160 --> 01:03:14,900
Hal Coleman: So we'll find ways to surprise your customers, do things for them.

1277
01:03:16,859 --> 01:03:18,799
Hal Coleman: give them a break when the chips are down.

1278
01:03:19,270 --> 01:03:21,980
Hal Coleman: You know, somebody may have lost their job

1279
01:03:22,180 --> 01:03:23,420
Hal Coleman: or there's a death in the family.

1280
01:03:23,880 --> 01:03:26,279
Hal Coleman: Maybe there's been a, their home has flooded

1281
01:03:26,680 --> 01:03:29,720
Hal Coleman: or there's been a fire or they're going through a divorce

1282
01:03:30,069 --> 01:03:31,339
Hal Coleman: or, you know, et cetera.

1283
01:03:31,470 --> 01:03:32,920
Hal Coleman: When you find out your customers,

1284
01:03:33,210 --> 01:03:35,760
Hal Coleman: that the chips are down for your customer

1285
01:03:36,000 --> 01:03:37,400
Hal Coleman: and you go over there to do the service,

1286
01:03:38,640 --> 01:03:43,200
Hal Coleman: When you're leaving, you just say, "Hey, I tell you what, I know you lost your dad last

1287
01:03:43,400 --> 01:03:43,540
Hal Coleman: month.

1288
01:03:44,120 --> 01:03:48,400
Hal Coleman: I feel real bad about it, and I wanted to do something for you, so today the service

1289
01:03:48,620 --> 01:03:49,480
Hal Coleman: is on me, okay?

1290
01:03:50,480 --> 01:03:53,440
Hal Coleman: I just want to, today's service is a gift."

1291
01:03:53,700 --> 01:03:55,480
Hal Coleman: They're like, "Oh my God, you don't need to do that."

1292
01:03:55,500 --> 01:03:59,940
Hal Coleman: No, I know, but I do, I feel the need to do something, and I just want to give you this

1293
01:04:00,220 --> 01:04:00,760
Hal Coleman: service today.

1294
01:04:01,420 --> 01:04:02,320
Hal Coleman: It's a gift from me.

1295
01:04:03,240 --> 01:04:04,300
Hal Coleman: Now what's happened?

1296
01:04:04,980 --> 01:04:06,680
Hal Coleman: Go back to the law of reciprocity.

1297
01:04:07,800 --> 01:04:09,460
Hal Coleman: something comes up in the future,

1298
01:04:09,800 --> 01:04:11,380
Hal Coleman: they get mad, a little bit mad

1299
01:04:11,380 --> 01:04:12,880
Hal Coleman: or something, they can't let you go.

1300
01:04:13,000 --> 01:04:14,099
Hal Coleman: You gave them that service.

1301
01:04:15,180 --> 01:04:17,380
Hal Coleman: It's a powerful

1302
01:04:17,579 --> 01:04:19,240
Hal Coleman: way to do business and to

1303
01:04:19,660 --> 01:04:21,300
Hal Coleman: create longevity. They're going to love you

1304
01:04:21,500 --> 01:04:23,240
Hal Coleman: if you give them a break when the

1305
01:04:23,359 --> 01:04:23,900
Hal Coleman: chips are down.

1306
01:04:25,740 --> 01:04:31,580
Hal Coleman: And this number nine is one that has gotten a lot of people in trouble.

1307
01:04:31,780 --> 01:04:37,060
Hal Coleman: Never assume an adversarial position concerning family, religion, politics, sports, or sex.

1308
01:04:37,280 --> 01:04:42,300
Hal Coleman: Those are topics that you should stay away from with your clients.

1309
01:04:43,020 --> 01:04:46,200
Hal Coleman: And because you...

1310
01:04:47,500 --> 01:04:51,000
Hal Coleman: you can just get in trouble really quickly and say the wrong thing.

1311
01:04:51,020 --> 01:04:52,720
Hal Coleman: And I always give you this example.

1312
01:04:52,900 --> 01:04:54,060
Hal Coleman: This was in 1996.

1313
01:04:54,359 --> 01:04:59,420
Hal Coleman: I went on an antelope hunt with a friend of mine out to Casper, Wyoming.

1314
01:04:59,720 --> 01:05:04,260
Hal Coleman: We met some friends of his in Denver and his three other guys,

1315
01:05:04,359 --> 01:05:06,380
Hal Coleman: and we all hunted for two days together.

1316
01:05:09,200 --> 01:05:26,000
Hal Coleman: The first day we hunted until dark, we had two or three antelope we'd gotten, and we're driving back to Casper from this place where we'd hunted, which was about 70 miles away, but I found out that out in that part of Wyoming, 70 miles is about a 20-minute drive.

1317
01:05:16,000 --> 01:05:16,180
Hal Coleman: So...

1318
01:05:28,340 --> 01:05:30,400
Hal Coleman: Because there's no...

1319
01:05:30,839 --> 01:05:33,339
Hal Coleman: vehicle traffic and the people that drive,

1320
01:05:33,440 --> 01:05:36,920
Hal Coleman: drive 110 miles an hour, you know,

1321
01:05:37,059 --> 01:05:37,980
Hal Coleman: so it's not that long.

1322
01:05:38,319 --> 01:05:39,140
Hal Coleman: So we're on the way.

1323
01:05:39,319 --> 01:05:41,799
Hal Coleman: We're driving back to Casper at night

1324
01:05:42,599 --> 01:05:44,319
Hal Coleman: and somebody, and I keep in mind,

1325
01:05:44,440 --> 01:05:47,700
Hal Coleman: this was 1996 was the year of the OJ trial.

1326
01:05:49,040 --> 01:05:55,340
Hal Coleman: and we were all inundated 24 hours a day with the television portrayal of this trial,

1327
01:05:55,430 --> 01:06:00,840
Hal Coleman: and we still have pictures of that white Bronco driving down the road going six miles an hour with

1328
01:06:01,060 --> 01:06:06,920
Hal Coleman: 20 police and state patrol cars behind it with the lights going. You can see y'all seen it, right?

1329
01:06:07,120 --> 01:06:14,500
Hal Coleman: And they're moving down the road. It's all on the news. So somebody was telling jokes in the truck there, and

1330
01:06:14,880 --> 01:06:17,460
Hal Coleman: and I don't remember what was said about O.J. Simpson,

1331
01:06:19,340 --> 01:06:20,280
Hal Coleman: but I said,

1332
01:06:20,540 --> 01:06:22,900
Hal Coleman: y'all hear they're making a movie about O.J. Simpson,

1333
01:06:23,210 --> 01:06:23,980
Hal Coleman: and the guy said,

1334
01:06:24,160 --> 01:06:24,680
Hal Coleman: no, really?

1335
01:06:24,840 --> 01:06:25,280
Hal Coleman: I hadn't heard that.

1336
01:06:25,320 --> 01:06:25,680
Hal Coleman: Yeah, I said,

1337
01:06:25,790 --> 01:06:26,320
Hal Coleman: John Elway,

1338
01:06:26,430 --> 01:06:27,580
Hal Coleman: and keep in mind we're in Denver,

1339
01:06:27,670 --> 01:06:27,960
Hal Coleman: I said,

1340
01:06:28,420 --> 01:06:30,540
Hal Coleman: John Elway is going to star,

1341
01:06:30,640 --> 01:06:32,940
Hal Coleman: and he's going to play the part of the slow white Bronco.

1342
01:06:34,660 --> 01:06:36,580
Hal Coleman: There was this dead silence in the truck,

1343
01:06:38,700 --> 01:06:44,480
Hal Coleman: and I don't remember what was said about O.J. Simpson,

1344
01:06:39,980 --> 01:06:42,600
Hal Coleman: I'm like, something went wrong here.

1345
01:06:42,760 --> 01:06:47,840
Hal Coleman: I'm sitting in the back, and the guy in the front seat turns around, all the way around,

1346
01:06:48,000 --> 01:06:52,340
Hal Coleman: look at me, and he said, "You don't come out here in this part of the country and make

1347
01:06:52,500 --> 01:06:55,460
Hal Coleman: jokes about John Elway, fella, call me fella."

1348
01:06:55,760 --> 01:06:59,100
Hal Coleman: He said, "You need to remember that."

1349
01:07:00,000 --> 01:07:01,840
Hal Coleman: I said I meant no disrespect

1350
01:07:01,990 --> 01:07:03,380
Hal Coleman: I said I love John Elway

1351
01:07:03,470 --> 01:07:04,360
Hal Coleman: I think he's the greatest

1352
01:07:04,980 --> 01:07:06,160
Hal Coleman: which I care less

1353
01:07:06,310 --> 01:07:07,980
Hal Coleman: but I said I think he's the greatest quarterback

1354
01:07:08,150 --> 01:07:08,880
Hal Coleman: that ever lived

1355
01:07:08,980 --> 01:07:09,740
Hal Coleman: I'm a big fan

1356
01:07:09,910 --> 01:07:12,780
Hal Coleman: I said it was just a joke

1357
01:07:12,990 --> 01:07:14,440
Hal Coleman: and I certainly meant no offense

1358
01:07:15,340 --> 01:07:15,920
Hal Coleman: by it you know

1359
01:07:16,720 --> 01:07:18,820
Hal Coleman: so for the next hour

1360
01:07:18,970 --> 01:07:20,440
Hal Coleman: there wasn't a word said

1361
01:07:21,090 --> 01:07:22,380
Hal Coleman: in the pickup in the truck

1362
01:07:22,550 --> 01:07:23,360
Hal Coleman: we were all in

1363
01:07:24,140 --> 01:07:24,920
Hal Coleman: and now I'm thinking

1364
01:07:25,010 --> 01:07:26,300
Hal Coleman: if I had been out there

1365
01:07:27,160 --> 01:07:27,980
Hal Coleman: hoarding them

1366
01:07:28,140 --> 01:07:29,080
Hal Coleman: I think

1367
01:07:28,620 --> 01:07:31,000
Hal Coleman: for a big deal, you see.

1368
01:07:31,300 --> 01:07:32,940
Hal Coleman: I just totally blew it

1369
01:07:33,260 --> 01:07:35,100
Hal Coleman: by making a political joke

1370
01:07:35,360 --> 01:07:39,220
Hal Coleman: or a sports hero joke, you know.

1371
01:07:39,820 --> 01:07:46,780
Hal Coleman: And I tell this story sometimes.

1372
01:07:47,240 --> 01:07:49,220
Hal Coleman: I haven't offended anybody yet.

1373
01:07:49,260 --> 01:07:50,580
Hal Coleman: I'll go ahead and do that now.

1374
01:07:51,580 --> 01:07:53,700
Hal Coleman: But I had a client one time

1375
01:07:53,760 --> 01:07:56,180
Hal Coleman: that doing monthly pest control

1376
01:07:56,520 --> 01:07:57,900
Hal Coleman: and it...

1377
01:07:59,200 --> 01:08:05,420
Hal Coleman: he and this lady got a little too friendly and it turned into an amorous relationship.

1378
01:08:05,650 --> 01:08:07,420
Hal Coleman: And one day he's over there doing the pest control.

1379
01:08:07,760 --> 01:08:08,660
Hal Coleman: He's over there.

1380
01:08:09,420 --> 01:08:11,520
Hal Coleman: I'm not saying doing pest control, but...

1381
01:08:11,599 --> 01:08:17,440
Hal Coleman: And she hears the door open and her husband had come home from out of town two days early.

1382
01:08:19,279 --> 01:08:24,219
Hal Coleman: She said, "Well, you gotta hide. You gotta hide. My husband is home." And so she pushed

1383
01:08:24,219 --> 01:08:30,940
Hal Coleman: him in the closet and closed the door. So her husband comes in and took his coat off

1384
01:08:31,119 --> 01:08:35,239
Hal Coleman: and walks over and opened the closet door. And there stands my pest control technician

1385
01:08:35,659 --> 01:08:48,779
Hal Coleman: standing there with his B&G sprayer in his hand. And the guy said, "I'm not going to

1386
01:08:39,920 --> 01:08:44,659
Hal Coleman: "Who are you?" He said, "I'm your pest control technician, sir." He said, "You got clothes

1387
01:08:44,799 --> 01:08:51,560
Hal Coleman: moths in this closet." And he said, "Why are you naked?" And he said, "They're a lot

1388
01:08:51,609 --> 01:08:57,900
Hal Coleman: worse than I thought they were." So you got to be careful about, you don't know where it's

1389
01:09:00,199 --> 01:09:05,960
Hal Coleman: So in review, I want to say that you got to be, if you want your customers to love you,

1390
01:09:06,020 --> 01:09:08,179
Hal Coleman: you've got to be easy to do business with.

1391
01:09:09,420 --> 01:09:12,319
Hal Coleman: And you need to be fun to do business with.

1392
01:09:13,140 --> 01:09:18,100
Hal Coleman: You need to always give more than what they expected or what they think they paid for.

1393
01:09:18,500 --> 01:09:21,020
Hal Coleman: Napoleon Hill calls it the extra mile formula.

1394
01:09:22,380 --> 01:09:24,020
Hal Coleman: Always respect their time.

1395
01:09:24,240 --> 01:09:26,480
Hal Coleman: Don't ever waste one minute of their time.

1396
01:09:27,600 --> 01:09:28,500
Hal Coleman: Call them by name.

1397
01:09:29,220 --> 01:09:32,300
Hal Coleman: First name is best, and call them by name often.

1398
01:09:33,220 --> 01:09:34,540
Hal Coleman: Love their animals.

1399
01:09:35,480 --> 01:09:37,560
Hal Coleman: If you love their animals, they will love you.

1400
01:09:38,380 --> 01:09:39,960
Hal Coleman: Show them appreciation.

1401
01:09:40,280 --> 01:09:41,640
Hal Coleman: Every contact you have with them,

1402
01:09:41,780 --> 01:09:43,180
Hal Coleman: tell them how much you appreciate them.

1403
01:09:44,060 --> 01:09:45,120
Hal Coleman: And give them surprises.

1404
01:09:45,420 --> 01:09:46,880
Hal Coleman: Give them things they don't expect.

1405
01:09:47,900 --> 01:09:49,720
Hal Coleman: Give them a break when the chips are down.

1406
01:09:51,000 --> 01:09:55,360
Hal Coleman: and never argue about family, religion, politics, sports, or sex.

1407
01:09:58,239 --> 01:10:00,679
Hal Coleman: And we've got a little bit of time left, don't we, Dan?

1408
01:10:00,920 --> 01:10:01,380
Hal Coleman: 15 minutes.

1409
01:10:01,739 --> 01:10:02,179
Dan Suiter: How much?

1410
01:10:02,260 --> 01:10:02,980
Hal Coleman: 15, 20 minutes.

1411
01:10:02,980 --> 01:10:06,140
Hal Coleman: Okay, I want to tell you about some businesses I've fired, okay?

1412
01:10:06,880 --> 01:10:10,320
Hal Coleman: I fire businesses all the time, especially restaurants.

1413
01:10:11,320 --> 01:10:17,159
Hal Coleman: If I go somewhere to eat and they don't...

1414
01:10:18,320 --> 01:10:21,800
Hal Coleman: they don't tell me how much they appreciate my business,

1415
01:10:22,820 --> 01:10:25,300
Hal Coleman: and they're not attentive,

1416
01:10:27,239 --> 01:10:29,199
Hal Coleman: and they just kind of ignore me.

1417
01:10:29,449 --> 01:10:30,440
Hal Coleman: I don't ever go back there.

1418
01:10:30,590 --> 01:10:32,020
Hal Coleman: It doesn't matter how good the food is.

1419
01:10:32,340 --> 01:10:33,300
Hal Coleman: And I'll give you an example.

1420
01:10:33,400 --> 01:10:35,360
Hal Coleman: If you're talking about the restaurant down here,

1421
01:10:35,630 --> 01:10:36,760
Hal Coleman: it says the other restaurant,

1422
01:10:36,920 --> 01:10:37,840
Hal Coleman: because there are a lot of restaurants.

1423
01:10:38,030 --> 01:10:39,559
Hal Coleman: But a few years ago,

1424
01:10:40,420 --> 01:10:44,100
Hal Coleman: up in the same shopping center where our IHOP is

1425
01:10:44,260 --> 01:10:45,120
Hal Coleman: that I spoke about earlier,

1426
01:10:45,620 --> 01:10:47,100
Hal Coleman: there's a marquee out on the road

1427
01:10:47,340 --> 01:10:50,140
Hal Coleman: and there's a little seafood restaurant opened in there

1428
01:10:50,620 --> 01:10:53,620
Hal Coleman: and it said Thursdays, all you can eat, crab legs.

1429
01:10:54,640 --> 01:10:55,620
Hal Coleman: Now, if there's one thing,

1430
01:10:56,719 --> 01:10:59,360
Hal Coleman: If there's something I like better than crab legs, I don't know what it is.

1431
01:10:59,480 --> 01:11:00,179
Hal Coleman: I've never found it.

1432
01:11:00,510 --> 01:11:02,340
Hal Coleman: I could eat truckload of them.

1433
01:11:02,340 --> 01:11:04,020
Hal Coleman: I just love crab legs.

1434
01:11:04,920 --> 01:11:08,079
Hal Coleman: So Lynn said, have you seen that sign up there Thursday night?

1435
01:11:08,940 --> 01:11:09,960
Hal Coleman: Crab legs all can eat.

1436
01:11:09,960 --> 01:11:11,179
Hal Coleman: I said, I saw it the other day.

1437
01:11:11,880 --> 01:11:13,300
Hal Coleman: She said, I know you want to go up there.

1438
01:11:13,380 --> 01:11:14,239
Hal Coleman: Why don't we go up there tonight?

1439
01:11:14,520 --> 01:11:14,920
Hal Coleman: It's Thursday.

1440
01:11:15,130 --> 01:11:16,159
Hal Coleman: I said, okay, let's go.

1441
01:11:16,460 --> 01:11:17,719
Hal Coleman: So we went up there.

1442
01:11:17,790 --> 01:11:18,480
Hal Coleman: We walk in.

1443
01:11:20,360 --> 01:11:22,120
Hal Coleman: and there's nobody in the restaurant.

1444
01:11:22,920 --> 01:11:24,580
Hal Coleman: And we kind of eat early too.

1445
01:11:24,800 --> 01:11:27,700
Hal Coleman: You know, somebody told me when I was young,

1446
01:11:27,840 --> 01:11:30,460
Hal Coleman: said my parents used to eat dinner at five o'clock,

1447
01:11:30,580 --> 01:11:31,700
Hal Coleman: go to bed at nine o'clock.

1448
01:11:31,960 --> 01:11:32,780
Hal Coleman: And I thought they were weird,

1449
01:11:33,020 --> 01:11:36,080
Hal Coleman: but later on I figured out they were on to something.

1450
01:11:37,520 --> 01:11:40,180
Hal Coleman: So we eat early, go to bed early, I get up early.

1451
01:11:40,460 --> 01:11:42,180
Hal Coleman: But we went up there, we walk in,

1452
01:11:42,640 --> 01:11:44,320
Hal Coleman: and the only other people in the restaurant

1453
01:11:44,400 --> 01:11:46,620
Hal Coleman: was back in the back, very back table.

1454
01:11:47,120 --> 01:11:51,460
Hal Coleman: there was about six people back there, and the waitress was back there talking to them.

1455
01:11:52,700 --> 01:11:55,720
Hal Coleman: And we walk in, there's a little sign that said, wait to be seated.

1456
01:11:56,060 --> 01:12:01,500
Hal Coleman: So we're standing there, and it had an open bar area where you look there,

1457
01:12:01,610 --> 01:12:05,420
Hal Coleman: and you see the guys back there cooking, and it's like an open kitchen.

1458
01:12:05,650 --> 01:12:07,600
Hal Coleman: You can see them cooking, you can see what they're doing.

1459
01:12:08,060 --> 01:12:11,340
Hal Coleman: The guy's cooking, he saw us walk in, nobody pays attention to us.

1460
01:12:13,560 --> 01:12:17,560
Hal Coleman: So Lynn said, "Well, let's just pick a place to sit down."

1461
01:12:17,580 --> 01:12:21,320
Hal Coleman: So we sat down in the booth, and this girl's back there at this table.

1462
01:12:21,480 --> 01:12:24,020
Hal Coleman: They're laughing, she's telling them stuff, and they're laughing.

1463
01:12:25,739 --> 01:12:28,159
Hal Coleman: Finally, she yelled out, "I'll be with y'all in a minute."

1464
01:12:31,000 --> 01:12:34,300
Hal Coleman: Lynn looks at me like, "Oh, she's on thin ice."

1465
01:12:35,860 --> 01:12:38,200
Hal Coleman: So finally she comes up there and says,

1466
01:12:39,590 --> 01:12:40,820
Hal Coleman: "Yeah, okay, can I help y'all?"

1467
01:12:40,960 --> 01:12:43,700
Hal Coleman: Didn't say, "I'm sorry, I've been back there telling jokes

1468
01:12:43,960 --> 01:12:44,560
Hal Coleman: while y'all were sitting."

1469
01:12:44,560 --> 01:12:45,720
Hal Coleman: She didn't apologize or nothing.

1470
01:12:45,810 --> 01:12:59,480
Hal Coleman: She comes up and says, "I'm sorry, I'm sorry.

1471
01:12:47,840 --> 01:12:50,099
Hal Coleman: "What can I get y'all to drink?"

1472
01:12:50,130 --> 01:12:53,420
Hal Coleman: I said, "Well, right now I feel like a quart of vodka."

1473
01:12:53,650 --> 01:12:55,579
Hal Coleman: So I said, "Okay."

1474
01:12:55,800 --> 01:12:56,820
Hal Coleman: She said, "What would you have?"

1475
01:12:56,820 --> 01:12:58,699
Hal Coleman: I said, "I want the all-we can eat crab legs."

1476
01:12:59,199 --> 01:13:00,639
Hal Coleman: So she brings us the crab legs.

1477
01:13:01,559 --> 01:13:03,420
Hal Coleman: They were the best crab legs I'd ever had.

1478
01:13:03,579 --> 01:13:04,059
Hal Coleman: They were big.

1479
01:13:04,170 --> 01:13:07,880
Hal Coleman: They were cooked perfectly where they were firm

1480
01:13:08,059 --> 01:13:09,880
Hal Coleman: and they just slide right out of the shell.

1481
01:13:09,949 --> 01:13:12,800
Hal Coleman: I mean, you can tell they gotta be cooked just right.

1482
01:13:12,920 --> 01:13:13,619
Hal Coleman: These were perfect.

1483
01:13:14,780 --> 01:13:16,960
Hal Coleman: So I ate crab legs and I wanted some more.

1484
01:13:19,360 --> 01:13:25,680
Hal Coleman: So now this guy with a clipboard had walked by our booth twice already.

1485
01:13:27,300 --> 01:13:29,760
Hal Coleman: And other than those people in the back, we're the only people in there.

1486
01:13:29,860 --> 01:13:34,940
Hal Coleman: He'd walked by, went in the kitchen, came out, walked by, kind of made quick eye contact

1487
01:13:35,320 --> 01:13:37,820
Hal Coleman: with us when he walked by, you know, walked by, came by.

1488
01:13:39,020 --> 01:13:40,480
Hal Coleman: And I later found out he was the manager.

1489
01:13:43,020 --> 01:13:44,599
Hal Coleman: So now I'm really steamed.

1490
01:13:44,739 --> 01:13:47,340
Hal Coleman: The manager comes by, and that's another thing.

1491
01:13:47,369 --> 01:13:52,000
Hal Coleman: If I eat at a nice restaurant, somebody other than the waiter better come by my table and

1492
01:13:52,460 --> 01:13:53,960
Hal Coleman: check and make sure everything's all right.

1493
01:13:54,380 --> 01:13:58,000
Hal Coleman: So manager walks by, never acknowledges us.

1494
01:13:59,040 --> 01:13:59,840
Hal Coleman: And then the lady comes.

1495
01:14:00,110 --> 01:14:01,800
Hal Coleman: I have to flag her down.

1496
01:14:01,920 --> 01:14:03,420
Hal Coleman: I like some more crab legs.

1497
01:14:04,900 --> 01:14:05,680
Hal Coleman: "How many?"

1498
01:14:05,760 --> 01:14:07,500
Hal Coleman: "Another cluster."

1499
01:14:08,480 --> 01:14:08,960
Hal Coleman: "Okay."

1500
01:14:09,560 --> 01:14:12,320
Hal Coleman: She talks to them for a few more minutes, then she goes in the back.

1501
01:14:12,540 --> 01:14:19,580
Hal Coleman: Then we sit there and wait for a full 20 minutes before she brings the crab legs.

1502
01:14:20,060 --> 01:14:20,840
Hal Coleman: She brings them out.

1503
01:14:21,660 --> 01:14:22,020
Hal Coleman: I ate them.

1504
01:14:22,020 --> 01:14:22,560
Hal Coleman: They were great.

1505
01:14:24,580 --> 01:14:28,740
Hal Coleman: We give her the, she brings us a check, pays.

1506
01:14:30,620 --> 01:14:31,780
Hal Coleman: We get up and walk out.

1507
01:14:33,760 --> 01:14:34,560
Hal Coleman: Not a word we said.

1508
01:14:35,200 --> 01:14:36,720
Hal Coleman: We get in the car, close the door,

1509
01:14:37,140 --> 01:14:37,960
Hal Coleman: Lynn looks over and says,

1510
01:14:39,200 --> 01:14:40,620
Hal Coleman: "We're never coming here again."

1511
01:14:40,640 --> 01:14:42,020
Hal Coleman: I said, "No."

1512
01:14:42,720 --> 01:14:44,260
Hal Coleman: And I said, "I hate it too."

1513
01:14:44,260 --> 01:14:46,340
Hal Coleman: 'Cause I said, "Those are the best crab legs

1514
01:14:46,430 --> 01:14:48,560
Hal Coleman: I have ever had in my life."

1515
01:14:48,560 --> 01:14:49,020
Hal Coleman: But I said,

1516
01:14:49,820 --> 01:14:51,020
Hal Coleman: We're not coming back here.

1517
01:14:52,040 --> 01:14:52,880
Hal Coleman: Rental car company.

1518
01:14:52,880 --> 01:14:54,280
Hal Coleman: I went to rent a car one time

1519
01:14:54,780 --> 01:14:58,560
Hal Coleman: and I actually went to turn in a car

1520
01:14:58,930 --> 01:14:59,640
Hal Coleman: that I had rented.

1521
01:15:02,400 --> 01:15:04,260
Hal Coleman: And the guy at the desk

1522
01:15:04,800 --> 01:15:05,800
Hal Coleman: is talking to

1523
01:15:08,880 --> 01:15:11,400
Hal Coleman: somebody, they have questions about renting a car.

1524
01:15:13,080 --> 01:15:14,080
Hal Coleman: And he's talking to them.

1525
01:15:15,220 --> 01:15:17,540
Hal Coleman: And they talk and they talk and they talk.

1526
01:15:18,040 --> 01:15:19,480
Hal Coleman: And I'm sitting here with the keys in my hand,

1527
01:15:19,600 --> 01:15:24,320
Hal Coleman: and finally I just said, "Excuse me, I don't mean to interrupt,

1528
01:15:24,680 --> 01:15:27,140
Hal Coleman: but I need to turn this vehicle in."

1529
01:15:28,700 --> 01:15:31,700
Hal Coleman: And the guy looks at me and says, "I'm sorry,

1530
01:15:32,500 --> 01:15:34,180
Hal Coleman: I'm talking to a customer here.

1531
01:15:36,140 --> 01:15:37,320
Hal Coleman: Could you just wait?

1532
01:15:39,840 --> 01:15:42,760
Hal Coleman: And I said, actually, he's not a customer.

1533
01:15:42,820 --> 01:15:43,700
Hal Coleman: I am a customer.

1534
01:15:45,120 --> 01:15:47,480
Hal Coleman: I said, I've just rented a car from you for two weeks

1535
01:15:47,540 --> 01:15:48,900
Hal Coleman: and I've got the key to turn in.

1536
01:15:48,920 --> 01:15:50,500
Hal Coleman: He hasn't rented a car from you.

1537
01:15:50,640 --> 01:15:52,200
Hal Coleman: He's just talking about renting a car.

1538
01:15:53,520 --> 01:15:55,800
Hal Coleman: I am your customer right now,

1539
01:15:55,900 --> 01:15:57,520
Hal Coleman: but as soon as I give you these keys,

1540
01:15:57,659 --> 01:15:59,139
Hal Coleman: I won't ever be your customer again.

1541
01:16:01,000 --> 01:16:03,139
Hal Coleman: And then I asked to see the manager,

1542
01:16:03,619 --> 01:16:05,540
Hal Coleman: and the manager came out and I told him the story.

1543
01:16:06,199 --> 01:16:08,280
Hal Coleman: I said, "I won't ever rent a car from you again.

1544
01:16:08,280 --> 01:16:11,880
Hal Coleman: "I just want you to know, come on here."

1545
01:16:12,560 --> 01:16:14,420
Hal Coleman: And we got time for one more?

1546
01:16:14,540 --> 01:16:15,020
Hal Coleman: - Yeah, of course.

1547
01:16:15,940 --> 01:16:18,080
Hal Coleman: - Had a guy that I love to tell this story.

1548
01:16:18,219 --> 01:16:20,520
Hal Coleman: There's a hardware store where I live.

1549
01:16:20,620 --> 01:16:23,840
Hal Coleman: And the guy had a reputation for being rude.

1550
01:16:24,580 --> 01:16:26,500
Hal Coleman: Just if you walked into the hardware store,

1551
01:16:26,780 --> 01:16:30,060
Hal Coleman: he acted like it really pissed him off

1552
01:16:30,239 --> 01:16:31,219
Hal Coleman: that you came in there.

1553
01:16:32,400 --> 01:16:33,980
Hal Coleman: I mean, he would, you walk in, he said,

1554
01:16:34,580 --> 01:16:35,980
Hal Coleman: "What you need today, bud?"

1555
01:16:37,480 --> 01:16:38,900
Hal Coleman: "What you need?"

1556
01:16:39,600 --> 01:16:43,640
Hal Coleman: And then he'd get up and go find it.

1557
01:16:43,739 --> 01:16:45,420
Hal Coleman: Just in a huff all the time.

1558
01:16:45,640 --> 01:16:47,420
Hal Coleman: So I went in there one day, I was going fishing,

1559
01:16:47,800 --> 01:16:49,900
Hal Coleman: and I realized I hadn't bought a fishing license yet.

1560
01:16:51,080 --> 01:16:52,560
Hal Coleman: So I knew they sold them there.

1561
01:16:52,659 --> 01:16:54,540
Hal Coleman: So I went in and he said, "What you need, bud?"

1562
01:16:54,659 --> 01:16:56,219
Hal Coleman: I said, "I need a fishing license."

1563
01:16:56,540 --> 01:16:58,480
Hal Coleman: He said, "What else you need?"

1564
01:16:58,870 --> 01:17:00,719
Hal Coleman: I said, "I just need a fishing license."

1565
01:17:01,960 --> 01:17:05,180
Hal Coleman: He said, "You know, people like you just tick me off."

1566
01:17:05,180 --> 01:17:09,080
Hal Coleman: He said, "You come in here and you want to buy a fishing license."

1567
01:17:09,080 --> 01:17:13,100
Hal Coleman: He said, "I have to sell these according to the state because I sell this stuff.

1568
01:17:13,220 --> 01:17:14,280
Hal Coleman: I don't want to sell it."

1569
01:17:14,420 --> 01:17:16,220
Hal Coleman: He said, "I don't make any money to do it."

1570
01:17:16,220 --> 01:17:20,040
Hal Coleman: And he said, "It takes me 10 minutes to fill all this stuff out.

1571
01:17:21,040 --> 01:17:22,320
Hal Coleman: And it's a pain in the butt.

1572
01:17:23,140 --> 01:17:24,580
Hal Coleman: And that's all you want?"

1573
01:17:24,980 --> 01:17:26,600
Hal Coleman: I said, "That's all I want."

1574
01:17:27,500 --> 01:17:32,160
Hal Coleman: So he had fishing tackle over there, you know, rods and reels, so live bait and everything else.

1575
01:17:32,250 --> 01:17:42,540
Hal Coleman: But I, so for several years after that, every year, I got about all my fishing supplies at Walmart.

1576
01:17:43,020 --> 01:17:45,340
Hal Coleman: I bought everything except one thing at Walmart.

1577
01:17:46,350 --> 01:17:47,180
Hal Coleman: That was my license.

1578
01:17:49,560 --> 01:17:51,140
Hal Coleman: And I would go in there, what you need, bud?

1579
01:17:51,490 --> 01:17:52,320
Hal Coleman: I need a fishing license.

1580
01:17:53,340 --> 01:17:59,159
Hal Coleman: that's all you need it's like he didn't remember me from the last year but i just

1581
01:17:59,860 --> 01:18:08,239
Hal Coleman: because he was such a jerk reciprocity i decided to oh yeah he didn't appreciate me at all so i

1582
01:18:08,420 --> 01:18:15,139
Hal Coleman: just paid him back by making him fill out the paperwork so it was a it was a funny a funny story

1583
01:18:15,400 --> 01:18:16,480
Hal Coleman: but uh

1584
01:18:17,220 --> 01:18:21,240
Hal Coleman: I suggest that you be brutal about firing people

1585
01:18:21,520 --> 01:18:23,720
Hal Coleman: because we buy stuff from people.

1586
01:18:23,780 --> 01:18:26,140
Hal Coleman: We deserve to be treated like royalty

1587
01:18:26,640 --> 01:18:28,000
Hal Coleman: if we pay our good money.

1588
01:18:28,120 --> 01:18:30,440
Hal Coleman: So if we choose somebody to give money to

1589
01:18:30,580 --> 01:18:31,560
Hal Coleman: instead of their competitors

1590
01:18:32,240 --> 01:18:33,820
Hal Coleman: and they don't make you feel appreciation

1591
01:18:35,020 --> 01:18:36,780
Hal Coleman: and make you feel good about it

1592
01:18:37,140 --> 01:18:38,880
Hal Coleman: and go out of there with a smile on your face,

1593
01:18:38,940 --> 01:18:40,600
Hal Coleman: then take your money somewhere else.

1594
01:18:40,880 --> 01:18:42,140
Hal Coleman: Punish them by firing them.

1595
01:18:42,800 --> 01:18:45,040
Hal Coleman: We live in a self-service world, you know.

1596
01:18:46,100 --> 01:18:50,320
Hal Coleman: self-service gasoline, self-service salad bar,

1597
01:18:51,550 --> 01:18:52,780
Hal Coleman: self-service do it yourself.

1598
01:18:54,200 --> 01:18:57,020
Hal Coleman: I went to get my driver's license a while back and renewed.

1599
01:18:57,780 --> 01:19:01,080
Hal Coleman: I ain't got to go in there now and do it all myself.

1600
01:19:01,330 --> 01:19:01,500
Hal Coleman: - Yeah.

1601
01:19:01,620 --> 01:19:05,680
Hal Coleman: - And I'm big on customer service.

1602
01:19:05,890 --> 01:19:10,200
Hal Coleman: So if they don't make you feel like you made a good choice,

1603
01:19:10,460 --> 01:19:11,420
Hal Coleman: then let them go.

1604
01:19:14,540 --> 01:19:16,040
Hal Coleman: So I guess that about wraps it up.

1605
01:19:16,540 --> 01:19:21,780
Dan Suiter: Yeah, see if we got any questions or if we got any questions online.

1606
01:19:22,300 --> 01:19:23,120
Dan Suiter: Richie, we got anything?

1607
01:19:23,520 --> 01:19:24,640
Dan Suiter: People got any questions?

1608
01:19:27,780 --> 01:19:30,700
Dan Suiter: We got comments, questions.

1609
01:19:33,699 --> 01:19:41,000
Rich Braman: And so far, we just got folks who were chiming in about the talk and definitely wanting to

1610
01:19:41,920 --> 01:19:44,159
Rich Braman: get a hold of this so they can watch it again sometime.

1611
01:19:45,599 --> 01:19:47,619
Rich Braman: I don't see anything just yet about questions.

1612
01:19:47,980 --> 01:19:48,739
Rich Braman: Oh, here we go.

1613
01:19:50,120 --> 01:19:53,620
Rich Braman: First one. Are you seeing this one from Macedonia?

1614
01:19:55,100 --> 01:19:58,480
Dan Suiter: No. Is it Macy? Yeah. Can you read it?

1615
01:19:59,090 --> 01:19:59,860
Rich Braman: I sure can.

1616
01:20:00,900 --> 01:20:06,060
Hal Coleman: Before you read that, I thought I had a slide on here. I'd like to give everybody a free book.

1617
01:20:06,620 --> 01:20:07,520
Dan Suiter: It's an excellent one.

1618
01:20:08,500 --> 01:20:09,780
Hal Coleman: - No, that's the different one.

1619
01:20:09,980 --> 01:20:10,580
Hal Coleman: That's the different one.

1620
01:20:11,160 --> 01:20:13,580
Hal Coleman: So listen carefully because I don't have the slide.

1621
01:20:14,300 --> 01:20:16,580
Hal Coleman: My latest book is called "Bottom Line:

1622
01:20:16,640 --> 01:20:18,320
Hal Coleman: How to Grow a Pest Control Business."

1623
01:20:18,360 --> 01:20:21,180
Hal Coleman: It's got over a hundred marketing and sales tips

1624
01:20:21,220 --> 01:20:21,920
Hal Coleman: and strategies.

1625
01:20:22,780 --> 01:20:25,220
Hal Coleman: And a lot of people have told me that they've used that book

1626
01:20:25,360 --> 01:20:27,820
Hal Coleman: to double their business in like 24 months.

1627
01:20:28,000 --> 01:20:34,860
Hal Coleman: So if you will go to howtogrowapestcontrolbusiness.com,

1628
01:20:36,639 --> 01:20:40,119
Hal Coleman: How to grow a pest control business.com.

1629
01:20:37,980 --> 01:20:38,080
Hal Coleman: you'll see that.

1630
01:20:40,940 --> 01:20:42,619
Hal Coleman: You can download that book free.

1631
01:20:42,790 --> 01:20:43,780
Hal Coleman: I'd like to give it to you.

1632
01:20:44,320 --> 01:20:46,619
Hal Coleman: Or you can go to Amazon and you can buy it for $30,

1633
01:20:47,880 --> 01:20:49,179
Hal Coleman: which I'd rather you do.

1634
01:20:50,040 --> 01:20:53,020
Hal Coleman: But today I would just like to give you a free copy of the book.

1635
01:20:53,239 --> 01:20:55,639
Lisa Ames: Did you say how to go or how to go?

1636
01:20:55,690 --> 01:20:56,020
Hal Coleman: How to.

1637
01:20:56,219 --> 01:20:56,860
Lisa Ames: How to, okay.

1638
01:20:57,119 --> 01:21:01,599
Hal Coleman: How to grow a pest control business.com.

1639
01:21:02,309 --> 01:21:02,440
Hal Coleman: Yeah.

1640
01:21:03,720 --> 01:21:06,000
Hal Coleman: I thought I had put that slide in here.

1641
01:21:06,000 --> 01:21:06,600
Hal Coleman: Is it not in there?

1642
01:21:07,080 --> 01:21:08,340
Dan Suiter: Go for it a couple slides.

1643
01:21:08,900 --> 01:21:09,740
Hal Coleman: No, I did already.

1644
01:21:09,740 --> 01:21:10,220
Hal Coleman: It's not there?

1645
01:21:10,460 --> 01:21:10,660
Dan Suiter: No.

1646
01:21:10,840 --> 01:21:11,380
Dan Suiter: That's it, yeah.

1647
01:21:12,960 --> 01:21:13,320
Hal Coleman: No.

1648
01:21:16,540 --> 01:21:18,120
Hal Coleman: So, you said we have a question?

1649
01:21:18,420 --> 01:21:19,760
Dan Suiter: Yeah, do you have a question there, Richie?

1650
01:21:21,800 --> 01:21:23,380
Rich Braman: We got a little bit here.

1651
01:21:25,880 --> 01:21:30,460
Rich Braman: let's see a lot of thanks and appreciation, right?

1652
01:21:30,960 --> 01:21:34,100
Rich Braman: Got Matthew, Alan, everybody saying one,

1653
01:21:34,100 --> 01:21:36,100
Rich Braman: that they enjoy your presentation and two,

1654
01:21:36,140 --> 01:21:37,540
Rich Braman: that they really liked your message.

1655
01:21:39,320 --> 01:21:44,360
Rich Braman: And let's see, Macy appreciates sharing your knowledge,

1656
01:21:45,340 --> 01:21:50,380
Rich Braman: but they also ask, did anyone put you in their will yet?

1657
01:21:51,420 --> 01:21:54,020
Hal Coleman: Not that I know of, but that's a good idea.

1658
01:21:55,020 --> 01:21:55,180
Hal Coleman: Yeah.

1659
01:21:56,020 --> 01:21:58,440
Hal Coleman: As your customer, we appreciate your business.

1660
01:21:58,630 --> 01:22:02,579
Hal Coleman: And have we told you about our new benefactor program that we have?

1661
01:22:02,659 --> 01:22:03,699
Hal Coleman: That's a great idea.

1662
01:22:04,940 --> 01:22:05,099
Rich Braman: Yes.

1663
01:22:08,219 --> 01:22:13,260
Rich Braman: Let's see. More appreciation. Love the sales and customer keeping tips.

1664
01:22:14,639 --> 01:22:25,800
Hal Coleman: If anybody, if I can throw this out, if anybody would like to know more about my coaching program and how I can help you double, triple or quadruple your business faster than you ever imagined you could.

1665
01:22:26,460 --> 01:22:34,640
Hal Coleman: You can call me at 770-993-0004,

1666
01:22:34,260 --> 01:22:35,119
Hal Coleman: Thank you.

1667
01:22:34,909 --> 01:22:38,719
Hal Coleman: or you can email me, hal at halcoleman.com.

1668
01:22:39,600 --> 01:22:42,400
Hal Coleman: You can just go on the internet and Google Hal Coleman,

1669
01:22:42,510 --> 01:22:44,940
Hal Coleman: and you can find all my contact information there.

1670
01:22:45,100 --> 01:22:46,480
Hal Coleman: Just remember my name, Hal Coleman.

1671
01:22:47,230 --> 01:22:49,960
Hal Coleman: And if you want to send me an email or a phone call,

1672
01:22:50,500 --> 01:22:52,300
Hal Coleman: I'll be glad to spend an hour with you.

1673
01:22:52,440 --> 01:22:53,040
Hal Coleman: We'll set it up.

1674
01:22:53,040 --> 01:22:54,659
Hal Coleman: I spent an hour with you at no charge.

1675
01:22:55,920 --> 01:22:57,420
Hal Coleman: free coaching session

1676
01:22:57,640 --> 01:22:59,520
Hal Coleman: just to show you what I do and how I can

1677
01:22:59,580 --> 01:23:01,480
Hal Coleman: help you when there's no

1678
01:23:02,280 --> 01:23:02,760
Hal Coleman: obligation.

1679
01:23:03,460 --> 01:23:05,100
Dan Suiter: Many people have been doing it 50 years.

1680
01:23:06,159 --> 01:23:06,440
Hal Coleman: No.

1681
01:23:07,120 --> 01:23:08,900
Hal Coleman: My 52nd year, I know,

1682
01:23:09,060 --> 01:23:10,840
Hal Coleman: at the conference this year, they said,

1683
01:23:11,219 --> 01:23:12,000
Hal Coleman: everybody stand up.

1684
01:23:13,400 --> 01:23:14,980
Hal Coleman: Jim Chase and I were up there

1685
01:23:15,179 --> 01:23:16,820
Hal Coleman: and looked around at each other like,

1686
01:23:17,320 --> 01:23:18,420
Hal Coleman: you're still here.

1687
01:23:19,020 --> 01:23:21,199
Hal Coleman: But he's been in it one year longer than I have.

1688
01:23:21,560 --> 01:23:22,199
Hal Coleman: 53 years.

1689
01:23:24,420 --> 01:23:25,380
Hal Coleman: But we...

1690
01:23:25,060 --> 01:23:27,940
Hal Coleman: It's a great industry and I intend to be around a while longer.

1691
01:23:28,560 --> 01:23:29,260
Hal Coleman: Good Lord willing.

1692
01:23:31,300 --> 01:23:32,720
Dan Suiter: Well, if that's it, I want to thank everybody.

1693
01:23:33,680 --> 01:23:35,500
Rich Braman: We certainly got a little bit more time.

1694
01:23:36,600 --> 01:23:41,140
Rich Braman: Do you want to talk to us a little bit more about people's experience with your coaching?

1695
01:23:42,300 --> 01:23:43,600
Rich Braman: Anything you want to share with us?

1696
01:23:43,920 --> 01:23:49,900
Lisa Ames: Go to your next slide so you can talk about your free, what your marketing videos are.

1697
01:23:50,400 --> 01:23:50,900
Hal Coleman: This slide?

1698
01:23:51,360 --> 01:23:51,500
Lisa Ames: Yeah.

1699
01:23:52,120 --> 01:23:52,199
Lisa Ames: Yeah.

1700
01:23:52,500 --> 01:23:53,840
Lisa Ames: Tell them what your marketing videos are.

1701
01:23:53,840 --> 01:23:59,340
Hal Coleman: Well, that's my main website, PestControlMarketer.com.

1702
01:23:59,440 --> 01:24:03,440
Hal Coleman: You can go there and you can find out about my coaching program.

1703
01:24:03,820 --> 01:24:07,219
Hal Coleman: You can probably read.

1704
01:24:08,980 --> 01:24:15,940
Hal Coleman: testimonials from around 50 of my past clients and current clients hear what they have to say

1705
01:24:16,719 --> 01:24:21,239
Hal Coleman: about my coaching program and they all have their phone numbers on there and they all have said

1706
01:24:21,890 --> 01:24:27,219
Hal Coleman: you know you're welcome to put my phone number and have anybody call me so look at my look at

1707
01:24:27,219 --> 01:24:33,500
Hal Coleman: all the testimonials call anybody you want to call and talk to them about my about my program and uh

1708
01:24:33,920 --> 01:24:37,240
Hal Coleman: about 98% of my clients are in the pest control industry.

1709
01:24:40,060 --> 01:24:41,800
Hal Coleman: So we'd love to hear from you,

1710
01:24:42,000 --> 01:24:43,880
Hal Coleman: or if you just have a question you wanna ask me,

1711
01:24:43,960 --> 01:24:48,440
Hal Coleman: I always answer my phone, I mean myself, I don't,

1712
01:24:49,860 --> 01:24:52,080
Hal Coleman: I don't have any subordinate coaches or anything.

1713
01:24:52,400 --> 01:24:54,000
Hal Coleman: If you work with me, you work with me.

1714
01:24:56,020 --> 01:25:02,100
Hal Coleman: It's a lot of fun, and it's really rewarding to see people now who are millionaires,

1715
01:25:02,520 --> 01:25:07,580
Hal Coleman: and they tell me, I remember when I was in a one-man operation just a few years ago,

1716
01:25:07,590 --> 01:25:08,860
Hal Coleman: and you helped me so much.

1717
01:25:10,020 --> 01:25:11,360
Hal Coleman: That's what keeps me going.

1718
01:25:11,940 --> 01:25:13,760
Hal Coleman: I love, love what I do.

1719
01:25:14,300 --> 01:25:14,900
Hal Coleman: Love it.

1720
01:25:15,200 --> 01:25:15,960
Hal Coleman: Been there, done that.

1721
01:25:16,220 --> 01:25:17,160
Dan Suiter: How long have you been doing this now?

1722
01:25:17,460 --> 01:25:18,520
Hal Coleman: The consulting gig?

1723
01:25:18,680 --> 01:25:19,820
Hal Coleman: I'm in my 18th year.

1724
01:25:19,960 --> 01:25:20,400
Hal Coleman: That's insane.

1725
01:25:20,860 --> 01:25:21,540
Hal Coleman: Yeah, I know.

1726
01:25:22,480 --> 01:25:23,260
Hal Coleman: It's amazing.

1727
01:25:23,420 --> 01:25:24,900
Hal Coleman: 18 years I've been doing it.

1728
01:25:26,540 --> 01:25:29,000
Hal Coleman: And so there are a lot of...

1729
01:25:30,060 --> 01:25:34,740
Hal Coleman: A lot of consultants out there and coaches in the pest control industry that, you know,

1730
01:25:35,720 --> 01:25:39,900
Hal Coleman: but if you want to know how to go from a one or two man operator to a million dollar

1731
01:25:40,220 --> 01:25:45,300
Hal Coleman: business, I can tell you because I went from a one or two man operator to a million dollar

1732
01:25:45,600 --> 01:25:48,760
Hal Coleman: business doing what I tell you to do and I'll tell you exactly how to do it.

1733
01:25:48,840 --> 01:25:50,520
Dan Suiter: When you first started doing this,

1734
01:25:50,840 --> 01:25:53,620
Dan Suiter: I've talked to operators since they now answer their phone.

1735
01:25:53,740 --> 01:25:54,740
Dan Suiter: This is 15 years ago.

1736
01:25:55,000 --> 01:26:00,500
Dan Suiter: They bring dog treats for the dogs and they picked up on a lot of those tips and they still use them.

1737
01:26:01,060 --> 01:26:01,600
Hal Coleman: Yeah, yeah.

1738
01:26:01,890 --> 01:26:05,700
Hal Coleman: And this is, you know, this customer service thing is just one aspect.

1739
01:26:06,010 --> 01:26:10,020
Hal Coleman: I mean, there's so much to know about marketing at all.

1740
01:26:10,040 --> 01:26:15,720
Hal Coleman: successful marketing is not any one big thing it's a thousand little things and if each one

1741
01:26:15,730 --> 01:26:22,040
Hal Coleman: of those thousand things only gets you one new customer if you do all thousand of those little

1742
01:26:22,220 --> 01:26:26,580
Hal Coleman: things you'll have a thousand new customers so it's not any one big thing it's not there's no

1743
01:26:26,850 --> 01:26:31,840
Hal Coleman: magic bullet there's no crystal ball it takes work it's just

1744
01:26:32,220 --> 01:26:42,460
Hal Coleman: If you're a one or two or three, four or five man operator and you've been that way for years, it's because you're doing things that keep you where you are.

1745
01:26:43,220 --> 01:26:48,160
Hal Coleman: And if you want to change and get into a growth mode and see your business.

1746
01:26:49,020 --> 01:26:54,640
Hal Coleman: blossom and grow, get more customers and make more money and grow your business, you've

1747
01:26:54,640 --> 01:26:59,400
Hal Coleman: got to do things differently. And I'll show you what those things are. I don't show you

1748
01:26:59,440 --> 01:27:04,920
Hal Coleman: things that I'm guessing at. These are things that are tried and true. I've worked, I guess

1749
01:27:04,940 --> 01:27:10,040
Hal Coleman: in the past 18 years, I counted that up one day, it's a little over 150 pest control companies

1750
01:27:10,260 --> 01:27:10,940
Hal Coleman: I've worked with.

1751
01:27:13,220 --> 01:27:24,300
Hal Coleman: You know, it's so I'm just telling you the things to do that work for all of these that we've developed in the past that that work for all these companies and that work for you, too.

1752
01:27:24,640 --> 01:27:28,700
Lisa Ames: Do you have a website person or somebody that does it helps with websites?

1753
01:27:29,080 --> 01:27:34,720
Hal Coleman: Yes. Yeah. Mike Stewart. He helps me. And you can go to. Oh, I wish I had this slide. Go to.

1754
01:27:35,360 --> 01:27:39,280
Hal Coleman: Pest Control Marketing dot live.

1755
01:27:39,739 --> 01:27:44,820
Hal Coleman: That's my live internet TV podcast with Mike Stewart and I both.

1756
01:27:45,739 --> 01:27:48,420
Hal Coleman: We've been doing that podcast for a few years now.

1757
01:27:48,420 --> 01:27:52,239
Hal Coleman: There are probably 200 episodes on there that you can see.

1758
01:27:52,500 --> 01:27:53,179
Hal Coleman: It's all free.

1759
01:27:54,290 --> 01:27:59,639
Hal Coleman: And we have a group coaching program that's Pest Control Marketing Gold.

1760
01:28:01,199 --> 01:28:02,540
Hal Coleman: you can join our group

1761
01:28:03,659 --> 01:28:04,239
Hal Coleman: coaching program

1762
01:28:05,059 --> 01:28:06,500
Hal Coleman: but then you get access to

1763
01:28:07,219 --> 01:28:08,800
Hal Coleman: years of stuff

1764
01:28:08,980 --> 01:28:10,500
Hal Coleman: we've developed. I mean the amount is

1765
01:28:10,679 --> 01:28:11,820
Hal Coleman: mind-boggling what you get

1766
01:28:12,460 --> 01:28:13,900
Hal Coleman: if you join our group and so

1767
01:28:14,150 --> 01:28:15,739
Hal Coleman: there are all kinds of ways we can help you

1768
01:28:16,520 --> 01:28:21,680
Hal Coleman: starting out the best free way is get my book how to grow a pest control business.com and watch

1769
01:28:21,680 --> 01:28:28,940
Hal Coleman: the podcast pest control marketing.live or if you just want to listen to it you can go

1770
01:28:29,080 --> 01:28:31,340
Hal Coleman: pest control marketing podcast.com

1771
01:28:32,460 --> 01:28:36,500
Hal Coleman: but a lot of ways to find us and a lot of ways that we can help you.

1772
01:28:36,690 --> 01:28:37,740
Hal Coleman: And we enjoy it.

1773
01:28:38,130 --> 01:28:38,720
Hal Coleman: And next year,

1774
01:28:38,920 --> 01:28:45,220
Hal Coleman: I would like to suggest that for the 21st year that maybe we have crab legs or

1775
01:28:45,360 --> 01:28:45,560
Hal Coleman: something,

1776
01:28:45,630 --> 01:28:45,940
Hal Coleman: you know,

1777
01:28:45,990 --> 01:28:48,360
Hal Coleman: when we come to this thing and have a spread,

1778
01:28:48,370 --> 01:28:49,560
Hal Coleman: have a big celebration,

1779
01:28:50,380 --> 01:28:53,220
Hal Coleman: invite people in and do a low country boil.

1780
01:28:54,140 --> 01:28:54,220
Hal Coleman: And,

1781
01:28:55,300 --> 01:29:00,679
Hal Coleman: And we've got to get back live again, so Lisa will prepare a wild game feast for everybody.

1782
01:29:00,739 --> 01:29:03,620
Dan Suiter: Lisa used to bring chicken legs, remember that?

1783
01:29:01,870 --> 01:29:01,980
Dan Suiter: uh,

1784
01:29:05,340 --> 01:29:09,179
Hal Coleman: Turkey, salad, venison meatballs.

1785
01:29:10,030 --> 01:29:11,520
Hal Coleman: I remember a lot of that stuff.

1786
01:29:11,520 --> 01:29:12,120
Hal Coleman: That was good stuff.

1787
01:29:12,719 --> 01:29:13,820
Hal Coleman: Good winter, guys.

1788
01:29:14,100 --> 01:29:16,179
Hal Coleman: A bottle of water, that's what I get now.

1789
01:29:18,100 --> 01:29:19,360
Dan Suiter: Crackers, don't forget the crackers.

1790
01:29:21,260 --> 01:29:22,740
Rich Braman: Well, thank you so much, Hal.

1791
01:29:22,980 --> 01:29:23,800
Rich Braman: Anything else, Richie?

1792
01:29:24,180 --> 01:29:24,820
Rich Braman: Yeah, absolutely.

1793
01:29:25,160 --> 01:29:25,880
Rich Braman: We got the time.

1794
01:29:26,000 --> 01:29:30,820
Rich Braman: I'd like you to go ahead and talk about something I'm going to put up for you, Dan.

1795
01:29:32,080 --> 01:29:33,440
Rich Braman: Give me just a second here.

1796
01:29:35,520 --> 01:29:37,500
Rich Braman: I think we still got time to chat about this.

1797
01:29:38,000 --> 01:29:38,540
Dan Suiter: Yeah, the survey.

1798
01:29:40,860 --> 01:29:41,700
Dan Suiter: Forgotten about that.

1799
01:29:44,740 --> 01:29:45,760
Dan Suiter: Do I need to stop share?

1800
01:29:46,980 --> 01:29:47,540
Rich Braman: No, it's okay.

1801
01:29:47,620 --> 01:29:48,280
Rich Braman: We can see this.

1802
01:29:50,880 --> 01:29:52,660
Rich Braman: Can you see the slide?

1803
01:29:52,970 --> 01:29:57,520
Rich Braman: Yeah, you can stop and share if it's in the way of you seeing it, but they're seeing your

1804
01:29:57,680 --> 01:29:58,360
Rich Braman: NATS slide.

1805
01:29:58,520 --> 01:29:59,400
Dan Suiter: Okay, very good.

1806
01:29:59,870 --> 01:30:03,440
Dan Suiter: Yeah, let me just comment briefly on this change in subjects here a little bit, but there

1807
01:30:03,520 --> 01:30:09,480
Dan Suiter: is a University of Georgia, myself and Brian Forschler are associated with a group called the

1808
01:30:09,520 --> 01:30:10,720
Dan Suiter: North American Termite Survey.

1809
01:30:12,080 --> 01:30:16,820
Dan Suiter: And if you scan that QR code right there, you can participate as kind of a citizen scientist.

1810
01:30:17,800 --> 01:30:23,020
Dan Suiter: by sending alate samples to us, and we will get those identified.

1811
01:30:23,230 --> 01:30:26,620
Dan Suiter: And there are other ways that you can get involved in this.

1812
01:30:26,969 --> 01:30:28,659
Dan Suiter: You see the states that are included there.

1813
01:30:28,800 --> 01:30:32,920
Dan Suiter: It's Alabama, Arkansas, California, Florida, and the list goes on.

1814
01:30:33,679 --> 01:30:39,480
Dan Suiter: If you took the four-hour webinar back on January 24th, all those hours have been submitted, by the way,

1815
01:30:40,100 --> 01:30:41,659
Dan Suiter: that was put on by this group.

1816
01:30:42,480 --> 01:30:47,719
Dan Suiter: And the primary goal is to get a kind of an updated map

1817
01:30:48,040 --> 01:30:51,540
Dan Suiter: of Formosan termite distribution in the southeastern U.S.

1818
01:30:51,580 --> 01:30:57,679
Dan Suiter: So my equivalent and Brian's equivalent at other states throughout the southeast

1819
01:30:58,060 --> 01:31:00,080
Dan Suiter: are working with the operators in their states.

1820
01:31:00,860 --> 01:31:05,880
Dan Suiter: So that come Formosan termite swarm time, which is late May, early June,

1821
01:31:07,500 --> 01:31:12,160
Dan Suiter: we're asking people to send in their alate samples so that we can get a better idea of where

1822
01:31:12,840 --> 01:31:19,860
Dan Suiter: Formosan termites are distributed. When we did this a couple years ago, we added 10 counties to

1823
01:31:20,560 --> 01:31:27,260
Dan Suiter: the Georgia distribution. So back 20 years ago, 25 years ago, we knew of Formosan termites in seven

1824
01:31:27,600 --> 01:31:34,240
Dan Suiter: counties, and we now know of pretty well-established populations in 17 counties in Georgia.

1825
01:31:34,960 --> 01:31:35,540
Dan Suiter: and there is a

1826
01:31:36,420 --> 01:31:43,060
Dan Suiter: Probably in that QR code, there's a map of the distribution of Formosan termites in Georgia

1827
01:31:43,940 --> 01:31:46,100
Dan Suiter: and in South Carolina, North Carolina, and elsewhere.

1828
01:31:46,400 --> 01:31:50,220
Dan Suiter: So if you want to get involved in that, it's kind of a citizen science project.

1829
01:31:50,340 --> 01:31:51,360
Dan Suiter: We would appreciate that.

1830
01:31:52,980 --> 01:31:55,280
Dan Suiter: It's called the North American Termite Survey, NATS.

1831
01:31:56,960 --> 01:31:58,940
Dan Suiter: And that's all I want to say about that, Richie.

1832
01:31:59,230 --> 01:32:04,000
Dan Suiter: Just to remind everybody to get their sign-in sheet in in the next few days.

1833
01:32:05,040 --> 01:32:08,860
Dan Suiter: Send it to gtbop at uga.edu.

1834
01:32:10,220 --> 01:32:11,560
Dan Suiter: And we will see.

1835
01:32:12,000 --> 01:32:13,460
Rich Braman: I got Beth right here with me.

1836
01:32:13,900 --> 01:32:14,220
Dan Suiter: Okay.

1837
01:32:14,740 --> 01:32:15,720
Dan Suiter: So, folks, come on.

1838
01:32:16,360 --> 01:32:17,420
Dan Suiter: We're ready to tackle it.

1839
01:32:19,699 --> 01:32:31,260
Dan Suiter: I can't remember who's up next, but I think for the rest of this year, our webinars rotate between two hours HPC and two hours WDO.

1840
01:32:31,480 --> 01:32:35,860
Dan Suiter: So these first three, maybe through next month, it might be.

1841
01:32:37,300 --> 01:32:47,100
Dan Suiter: At any rate, the last, I think most of the year, about two-thirds of the year in Georgia, we rotate between months, two hours HPC and two hours WDO.

1842
01:32:47,100 --> 01:32:49,840
Dan Suiter: I think today was one HPC and one WDO.

1843
01:32:50,670 --> 01:32:55,600
Dan Suiter: But I appreciate everybody's attendance, and we will see you next month.

1844
01:32:58,460 --> 01:32:59,000
Dan Suiter: thanks, Hal

1845
01:32:59,180 --> 01:32:59,520
Dan Suiter: thanks folks

1846
01:33:00,450 --> 01:33:02,200
Dan Suiter: good stuff always good stuff

1847
01:33:04,880 --> 01:33:06,300
Dan Suiter: alright we'll see you all next month

1848
01:33:06,370 --> 01:33:06,980
Dan Suiter: have a great evening

1849
01:33:09,720 --> 01:33:10,440
Dan Suiter: go ahead

1850
01:33:10,780 --> 01:33:11,760
Dan Suiter: 205 people

1851
01:33:12,180 --> 01:33:13,220
Lisa Ames: Well, that's good, yeah.