Scott Duffy On Is Your Business Reopen Strategy Creating Loyal Customers or Chasing Them Away

Good morning, everybody. It is Monday and welcome to what NOW with Scott Duffy, presented by SAP. Concur. I want to welcome all of you for joining this morning. It's been a crazy morning over here and I can't wait to share with you some of what's going on. Again, it is Monday and so excited and happy to have all of you join today. We are broadcasting live today all across the Internet, OTT networks, Apple and Roku as well is Dash Radio. And if you're new to the show and you're watching live on our livestream, if you would jump in and just write down who you are, what your name is, say hello, maybe the industry that you're in, some of the things that you're working on so that we can shape the rest of the show around you. Now, today, today is going to be a very short show and the reason is they're drilling right there. So they're doing some water main work literally right outside of my door. And and the house has been kind of shaking on and off for about the last two hours. And I went out and I talked to the guys that are working out there and they're awesome, they're totally cool. But they're going to be here until about 12 today. So it's going to be impossible for you to hear me half of the time. So but I think it's really important still that we get on, we get up, we show up and we say hello to each other. I got a message I want to share to you in the short time that we're going to have together today. And again, the issue is they're drilling right outside. And I guess that this is like one of those things that you just deal with in a COVID 19 stay at home. Everyone kind of shifted and checking and driving around right now with their workplaces during this period. But I want to welcome all of you that are joining. I want to thank you, all of you for joining. If you're new to the show or you're coming back to see us again, if you would just drop your name into the comments, say hello. Patrick Carney, great to see you. Kimberly, Great to see you. Jim Blakemore, it is great to see you as well. And we're going to get started in just a minute. We have a quick kind of pause in the drilling outside, so I'm going to jump right in. And again, this is going to be a short show. They're doing construction today right there outside my door. And so from time to time. Morning, Sita. You may see the wall shaking here and it's going to get awfully loud. But that's just something that we're dealing with over here. So let me queue up. We're going to get started again. It's going to be a short show because the construction outside, but here we go. Good morning. My name is Scott Duffy and this is what NOW was Scott Duffy, presented by SAP. Concur. I want to welcome you from wherever you're listening. You can tune in each day at 10am Pacific to watch the live broadcast on YouTube and Facebook or download the podcast. This show is for entrepreneurs, small businesses and those thinking about starting their own companies. It's for people that have been affected by this economy. Maybe they lost their job, their business, they were furloughed or they saw their consulting contracts canceled. It's for people asking, what do I do now and how do I come out of this crisis even stronger now? On today's show, our focus was going to be what is the message that you're sending to others during COVID Like, what's the message you're sending during COVID to the marketplace? And are people more or less likely to do business with you based what you're doing today and how you're showing up? And again, because of all the drilling right there, this is going to be a shortened show. This is just going to be part one and we're going to pick it up tomorrow with our guest. And that's the plan for now. Now in the news.

All I'm going to say is this in the news. It has been a crazy year. Every day I give you an update on what's going on. And again, because we have a shortened show, just reflecting between Kobe Bryant and COVID 19 and stay at Home and now some protests that are hopefully having an amazing impact on a really important issue. It has been one heck of a five, five and a half months. And I think that one of the things that I've learned during this period is, well, two things. One, it's the power of showing up and it's the power of being flexible. You know, my buddy Greg Reed, he's got a saying whenever he does an event. And this is something that I've adopted as well. Whenever he does a live event, he's got a couple rules. So one of my rules when I do an event is, number one, I ask everyone to become kids again while we're together. Become kids again. And what does that mean? What that means is this. What that means is if there is a, like a Big, you know, pothole in a bunch of water, a big pile of mud. And a kid sees that, what do they do? Well, they jump right in. Now an adult, they see all that. What do they do? They don't just walk around it. They bitch while they walk around it. And so what I always ask is for the time that we're together to just be kids again, be open to new ideas, new possibilities, be curious to new ways and do methods, new things that you can learn. So that's number one. Number two, and this is what I got from Greg, is to be cool. If we're in a room and there's a thousand people and it's cold, you need something, just get up and ask. Like, if we're in a small group and you know we're out of water, go grab the waters. If it's cold, go turn up the heat. Just be cool. We just have to roll with things. And I can't remember a time in my life where it was more important to roll with so much going on as the past six months, again, between Kobe Bryant, which, at least in Los Angeles, and for sports fans like me, was a big deal. What happened with Kobe, and that really had an impact. And then right into Covid and then right into Stay at Home, and then right into George Floyd and shining a bright light on racism in America. This has been a heck of a time. And so what do I take out of this as it relates to flexibility? What I take out of this is this idea of showing up, and I'm going to tell you a story, okay? And it's going to bridge to a lesson, and then we're going to pick it up tomorrow, because I know any second we're going to hear this drilling again. So here's the thing.

How are you showing up right now online? How are you showing up on the phone in text? How are you showing up when you're in front of people and your customers? Because here's the things, here's the thing. What I've learned is when times get tough, we tend to pick up a new set of habits. We tend to drop some of the things that we did because we were in routine, and we pick up new habits because we're in another routine. So for. As an example, for me, part of my routine that I loved was going to the gym. And so I go to the gym every single day. It was part of my routine. I picked up a new habit around stay at home, where I just stopped working out. I stopped working out because the gyms were closed. And, you know, for me, that kind of meant, I guess I'm not supposed to or I can't work out. And so I picked up a new habit. And the thing is, that's definitely a disempowering habit. And the habits that we have all tell a story to others about us. They all tell a story. So, you know, the question I have for you this morning is this. What do your habits, your habits, your rituals and routines tell others, especially your customers or prospects, your potential employers, about you? If, you know, I love hiring people that are athletes, I do, because there's a certain discipline about them. If I walk up to somebody and that's a person as an example, that works out every day, they eat right, they take care of themselves. There is a certain energy about them. There is a certain look about them. There is a certain thing about them. So without telling me anything about themselves, I already have an idea of at least part of who they are. If you're a person that lives at, you know, at Starbucks, if you're a person that lives with unhealthy habits, again, the people that you're talking to can pick all of that up without you saying a thing. And so the question I have is this, to start, what are your daily habits telling other people about you? And.

Are the things that they're telling other people about you moving you closer or further away from where it is that you need to go or you want to go so important? See, I believe in life there are, as entrepreneurs, as business owners, as people that are in transition, we're always juggling. We're juggling so much, right? As an entrepreneur, you may be juggling your team, your plan, your financing, what's going on at home. We're always juggling. And in this juggling act now, from time to time, what's going to happen is you're going to drop one of those balls. And what I've learned is that in life, there are two kinds of balls that we juggle. There are rubber balls, super balls, and glass balls. And here's the thing. As you're juggling, what I've learned is if you drop a rubber ball, that ball, when you reapply yourself to that area of your life, is going to bounce back. As an example, if I'm juggling, I drop a ball, and that ball is my business. I know that if I plug back in, if I'm out of the pocket for a week or a couple weeks and I plug back in, I can, boom, catch it and pick that ball Right up. Now, there's other things in our lives, other balls that we're juggling that are glass balls. And if you drop a glass ball, that ball is going to shatter. You can never get it back. So it's really important for you to understand what are the super balls and what are the glass balls in your life, and then which kind of, what are you building momentum around? So, as an example, a glass ball for me is my health. And I'll be the first to say that I've been a guy that has really taken care of himself, and then from time to time, not taking care of himself, eaten wrong, stopped exercising, you know, did all kinds of unhealthy habits, and then I pick it back up, well, here's the thing. I just turned 50 years old, and that ain't going to work anymore, Right? That ain't going to work anymore. And so what I've learned is I've learned that as I'm juggling, if I drop my health, that glass ball could shatter. I may never get it back. And so what we need to do, and this is my exercise for you in this shortened show today is this. I want you to make a list of what are all of the glass balls in your life, what are all of the things that you will not compromise, that you will work hard to build momentum around so we can strengthen these areas of our lives. We can develop habits and patterns and routines and rituals around these areas in our lives, and then we can show up for those things every day. I've shared with you before, I believe in something called the momentum effect. Right, the momentum effect. What that means is if I do something five minutes a day, I'm going to get a better result if I do that every day throughout the year than if I just show up and spend five hours on it every other week. So what we want to do is figure out what are the glass balls in your life, what are the things that are the most important that you absolutely, positively will not compromise. And then we want to build a strategy about building the right habits and patterns and routines around them. And then we want to build systems so that we can show up daily for each one of those areas. And then we want to find people that will hold us accountable. So important. So that is what we are going to talk about in part two tomorrow. And again, this is a shortened show because I was woke up, up this morning by a big drill shaking my wall. Last night or this morning, they are fixing a water main right outside of my door. And so they are about to pick it up again. They told me I had just a little bit. They were going to like, stop. And so I've got till 10:15, which is two more minutes, and they're going to pick it up. And so you're not going to be able to hear a thing. So I'm going to. I'm going to wrap up this show for today, and I just want you to do this one thing for me. And then tomorrow we're going to do the work. Tomorrow we're going to do the exercises. Ok? I want you to write down what are the things in your life, the glass balls, that you absolutely will never compromise. And then tomorrow we're going to put a system in place in order to one, make sure we're developing the right habits and patterns around those things. Number two, that we figure out a way, we create a system for showing up every day around those things. And then number three, we find people that will hold us accountable. You guys have an amazing day. And you know, when things happen in life, when things happen during this Covid crisis, when they start drilling outside or somebody doesn't show for a call, or somebody's a little bit maybe more on edge, you know, than they normally are, I just want to encourage you to do one thing, and that's just let it roll. Be cool. Let it roll off your shoulders. People are under a tremendous amount of stress and pressure right now. And if you are the person, you are the person that lets things roll, that's an energy and that will attract the kind of people that you want to you. So have an amazing day and I look forward to reconnecting with you and picking this lesson up tomorrow. You guys take care.