778. Q&AF： Part Of Being A Leader, Customers Not "Always Right", & Questioning Potential Hires
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Summary
In this episode, we have a special Saturday Q&A hosted by an 8 year veteran of the Arizona Police Department. We discuss women in law enforcement and why they should or shouldn t be in the field of law enforcement.
Transcript
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What is up guys, it's Andy Purcell and this is the show for the realists say goodbye to
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the lies, the fakeness and delusions of modern society and welcome to motherfucking reality.
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Guys, today we have a special Saturday Q and AF.
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This is where you submit the questions and we give you the answers.
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Now you could submit your questions a few different ways.
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The first way is guys, email these questions into ask Andy at Andy for seller.com or you
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go on YouTube, you drop your question in the comments and we'll choose some from there
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I'm just going to jump right into it because if you're listening on Saturday, you know
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We got 75 hard verses, but I do want to remind you that we need your help growing the show.
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I don't want to say what someone thinks I need to say because they're paying me some money
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to represent their product to try to keep it real with you guys.
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Whether you agree or disagree with me, that's how we run the show.
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So I ask very simply if the show makes you think, if it makes you laugh, it gives you
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a new perspective, if it's entertaining, if it's something that you think needs to be
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I do want to remind people that MFCEO Project is coming back.
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And if you don't know what MFCEO Project is, it was the number one business podcast on iTunes
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It was my initial podcast and it was all personal development, how to win, how to kick ass in
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Now, if you want to know where that can be found and where we are going to be posting
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that, you're going to need to go to my website, andyfricella.com and subscribe for the Andy
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Graham emails, which is your daily Andy Graham.
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It's like an Instagram post, but it goes straight to your email, okay?
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We're just going to do it through that email list.
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So, if you're not on that email list, go get on it.
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Well, let's make some people better because I got three good ones for you.
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I am an eight-year veteran police officer for a department in Arizona.
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And so, without jumping to conclusions and making quick judgments, can you give me a little
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more feedback on your women in law enforcement statement?
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Well, I think I believe I said they shouldn't be in the field of law enforcement.
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But she says, I have made plenty of sacrifices in the line of duty, received a lifesaver
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commendation in 2022, and I have held my own in this career.
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This is how I provide for my family, and I love what I do.
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Myself, our companies, our people, there is not a bigger group of people that support law
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We do multiple charitable events and give away hundreds of thousands of dollars and collectively
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millions of dollars over the course of our business life to the law enforcement locally.
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It's our biggest beneficiary of the work that we do.
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So you're not going to find better supporters than we are.
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With that being said, I think my comments were generalized, and I think I need to clarify
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I had a couple women here in St. Louis that were upset with me that I know that are police
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officers, and they were like, Andy, I love you, dude, but what the fuck is this?
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And what I really should have said, and did I overgeneralize?
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And I do that sometimes, that's the nature of how I speak, and I'm trying to get better
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But what I really mean is that certain women shouldn't be police officers, and certain
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And if we're going to have women be police officers, they should be capable, they should
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be emotionally stable, they should be able to de-escalate situations, and they shouldn't
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take advantage of opportunities where men are emasculated because they're in a situation
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Okay, so it's not just a women thing, it's a men thing.
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And so when I said what I said, it was a generalization, man, and I should have said it differently,
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but the truth of the matter is, we have positions in society that are better suited for men,
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we have positions in society that are better suited for women.
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I'm not saying that there's certain women that can't do these jobs of men, because there
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There's women who are nearly, or if not more physically superior than most men out there.
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We see this in the Olympics, we see this in MMA, we see this in judo and fucking jiu-jitsu.
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And then we have, you know, the same situation with men.
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We have men who are physically capable of doing something, and we have a lot of men that aren't.
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So, you know, and by the way, I'm speaking of personal interactions that I've had out there
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And in reality, the situations I've had have been more favorable with men police officers
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And I don't know why that is, but to me, being on the receiving end, it always felt like
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there was an establishment of dominance that needed to happen, when in reality, I would
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have respected her for just asking me politely to do this or that.
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So, you know, I can understand why someone would, you know, be offended by that a little
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There's nobody that's out here supporting you guys more than I.
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You have all these, you know, people calling you bootlickers and, you know, fucking the
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You've got to put all this shit on and go out in the world and deal with the worst possible
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And I believe that I'm probably the only person on the fucking internet that has said,
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hey, these people need to be paid way more money.
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We need to stop shipping all this money over to Ukraine and the Middle East and all these
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We need to pay our police officers the right amount, 200, 400 fucking grand so that they
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can do this dangerous job and be compensated properly for it.
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So like you get me in the office, bro, you guys will make a lot more money.
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So, you know, I can understand why someone would be upset with that.
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And I did overgeneralize and I take responsibility for that.
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And I'd fucking and I have physically gone to battle for women cops in the city.
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There was a situation about eight years ago where I had to literally save one of the
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female cops life because she was in over her head with a fucking six foot eight massive
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Had I not been there, that could have been potentially bad.
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And that's a lot of where I derive that experience from.
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When I see that situation and I see a five foot four police officer and a six foot eight
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man and I have to draw my own personal weapon to control the situation, that gives me some
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I think, you know, I don't want anybody getting hurt.
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And, you know, I should have said it differently and been more careful my words, but it is
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Well, I think there's also context to like to your point where he's like, no, you've
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had better experiences with male cops than you have a female.
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And this is what we were talking about in that episode, though.
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It's like, you know, with men, there is this like understanding.
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I don't know if it's body length, but like we know.
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Like I know that they are going to be consequences.
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There's potential consequences for my actions or words.
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They don't walk through life with that same thing.
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Because women don't naturally go to physicality when it comes to conflict.
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There's lots of women that are fucking tremendous leaders and tremendous, tremendous at doing things
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I mean, bro, oil rigs, construction, fucking farming.
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Look, I know women that do all of these things and they're amazing at it.
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All I'm saying is, is that we have to pick the right people for the right position and
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And I think we've gotten a little bit liberal with who we let to be men cops and who we let
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And I think there needs to be some higher standards for both sides.
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And by the way, people need to respect the police officers better, too.
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You know, we have this anti-narrative of the police that there's some bad people, bro.
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Listen, do you know what the fucking world would look like without the police?
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Do you understand what it would look like without people keeping order?
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These people have to go out every single fucking day and deal with people that are drunk,
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And so like, dude, to hear, you know, because I had a couple of friends here locally, like
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I said, that were a little upset with what I said.
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And by the way, if you vote for me, I'll pay you more money.
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Andy, I own a hospitality business and my career has been in the customer service industry.
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And how do you train your staff to handle those situations?
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Well, look, I think it's important to understand that 98%, 99% of the customers you deal with
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They just want their problems solved effectively.
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And because most companies do not solve customers' problems effectively without resistance,
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customers have this natural mentality when they ask for something now that it has to be abrasive
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and aggressive and they've got to demand it right away.
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When in reality, dude, like that comes from all these other companies and all their experiences,
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sort of like that last question where I'm talking about my perspective of my experiences.
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And we have to be careful, just like that last question, to not generalize all of these customers
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Most people just want their goods that they paid for.
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They want it fairly fast, convenient, and they want to be handled and treated with respect.
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And so when you own a business, are you going to have customers that are going to try and
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Are you going to have customers that are going to try and get more, get one over?
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But dude, most of the customers are just people that want their shit solved.
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And if you can take the mentality of, okay, I'm going to solve their problem, but I'm also
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going to do some extra, you'll drive so much good word of mouth because the people who are
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upset and vocal, they will also be your biggest advocate and vocal about that too when you fix
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So I say all that to say this, are there times when you have to tell a customer no?
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Are there times when you have to fire a customer and say, hey, we've done everything we can.
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Maybe there's another company that will be able to service you better.
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You always handle it with respect, even if they aren't, because they usually aren't at
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Um, and try to solve the problem the best they can.
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And sometimes dude, like these people are having a bad day.
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They, their paycheck got delayed or they don't have a paycheck.
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So I think it's always good in business to give those people the benefit of the doubt.
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And what I've found is that if you do give them the benefit of the doubt and you do stay
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true to solving the problem, instead of getting an argument with them, eventually they will
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And I can't tell you how many times this has happened to me.
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Eventually they will walk away and they will say, dude, I was an asshole.
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And I could tell you, dude, there's been so many people over the course of 25 years who
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have been very rude to me and I've continued to be nice to them.
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And then they've come back later and owned, owned what they did, bro.
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There's nothing wrong with making mistakes as long as you fucking own them.
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And then what happens is, is that person, when they come back, they become an advocate
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because you always kept your cool and you still tried to solve their problem, even though
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Now, now moving that into your team, how do you communicate that to your team?
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Like, how do you hold that as the standard with your team?
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Well, a lot of that is just reps and training and hypothetical situations, role playing, you know,
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making them understand the concept of loyalty and what it takes to create loyalty, not just
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Because you're not trying to get satisfied customers.
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Satisfied customers means that you're, you're one inch away from being unsatisfied.
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So like when companies say, oh, I got a 99% satisfaction rate, that doesn't really mean
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That means you're doing just good enough with 99% of your people to not piss them off.
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What you want is for them to be thrilled, to be excited, to be ecstatic about being a
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And that only happens when you stay true to the intent, which is to solve their problem,
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regardless of the day that they're having, or regardless of the mood that they are in.
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And a lot of business owners, this is where the dangerous part comes in.
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You have one or two or three customers that treat you shitty.
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And then you start assuming that everybody is trying to take advantage and do that'll ruin
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your business because your mentality will go from, Hey, I got to fix these problems.
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I got to create advocates out of these people to fuck those people.
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You become to like, you start to defend your brand.
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And you got to realize, dude, most people have such shitty experiences everywhere else that
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they're not used to getting taken care of fast or quick or in a way that they appreciate.
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They're used to having to fight for that fucking thing or that thing, right?
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Wait, so I got to fight for this fucking thing?
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We deal with being on hold for 75 minutes and some fucking lady who doesn't want to be on the phone
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with us and doesn't give a shit if we solve our problems.
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And that is an opportunity for small business, bro.
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That's an opportunity for you, the little guy, to do something that people appreciate.
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That's the whole reason we exist is because there's a hole in other companies' ability
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to service the customer that our companies, whether I'm selling fucking protein powder
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or tequila or weed or fucking any of the other shit that we sell, we fucking service the customer,
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You got to remember, that person is giving you their hard-earned money that they worked
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The least you could do is appreciate them for doing so.
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So if you can build a company that does actually appreciate people, that's a huge competitive
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advantage that you're going to have as a little guy that is hard to scale as a big company.
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Guys, Andy, let's get to our third and final question.
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Andy, I've started a life insurance agency and I'm working on hiring people, but I don't
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I want to build a team that is success-driven and willing to continue to grow into amazing,
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badass people that want to win at a high level like I do.
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What are some questions I can be asking or points I can be making to make sure people
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Look, dude, let me give you the fucking whole entire key to hiring quality people.
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So whatever questions you're asking, make the questions about someone's character.
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Hey, you have to go to your friend's wedding and you're 10 minutes late, but you forgot
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And as you're walking out of the grocery store with the card, you notice a shopping cart out
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Do you take the time to put it back or do you jump in the car and go here?
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You're at a gas station and you're filling up your tank.
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And somebody walks up to you and says, hey, man, can I get 20 bucks for a tank of gas?
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And whatever their answer is, which by the way, there's no wrong answer.
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It will just give you insight to their character.
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So try to think of questions that will qualify hypothetical situations that we've all faced
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Build your interview process around the character qualities of the human and then learn to teach
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Now, when you get bigger and you start to scale out, you know, to, to, to, let's say you're
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at nine figures and bigger, you have to start hiring people to have experience and skill.
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But usually those people have good character because they've been through the journey anyway.
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And they understand that if you don't have good character, you get kicked off the fucking
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So build your interview process around character, build your culture around character, teach skill.
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And I don't remember, uh, what company it was, but there was like the, the parking lot
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Listen, when, when, when, when we used to interview people, it would be me and Jason and we'd sit
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And while we were sitting in the interview with the person, one of us would get up and walk
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And the reason we did that was we're going to see is their car fucking full of trash.
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Does it have fucking dents on the front, the back, the side?
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If we ever made an exception, say, yeah, that guy's car is kind of dirty.
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That motherfucker was dirty in the office and he didn't pay attention to details.
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So, uh, yeah, there's all kinds of little things that you can do like that.
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And there's all kinds of books and articles and YouTube videos that you can watch on trying
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But just remember, a lot of those are built, built around attracting people with skill.
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And if you're trying to build a culture, uh, that you're going to enjoy, that everybody's
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going to enjoy, you got to hire on character and then teach skill.
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I love that because I also feel too, and like everybody knows this, you know, when you're
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going to get a job, like you're going to put your best fucking face on.
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So that's like, that's a hard thing I'd imagine to have to fucking like filter in
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and out, like, you know, because they're going to give you the best fucking self up
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So dude, look, pay attention to the character, teach the skills, look where they're not looking
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Are they on social bitching about their old job?
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Like when you go on the internet and cry about your old job, anybody who's considering working
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with you in the future is going to be like, bro, fuck this guy.
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Because they're going to feel like they're going to have to walk on eggshells.
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It eliminates your ability to be employed with other companies later.
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They will go all the way back on your Instagram and Facebook.
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They're making a fucking, the time and the money and the time to teach and bring you
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Listen, man, people don't want to waste that time and that energy.
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I'm going to go to Home Depot and maybe HomeGoods.