Valuetainment - Episode 461： 10 Rules For Dealing With Crisis

00:00:00.000 There's this misconception that troubles, problems, crisis, danger.

00:00:26.020 Once you solve them, they go away.

00:00:28.060 But the truth of the matter is that crisis is never ending.

00:00:31.100 It's never going away.

00:00:32.200 And once you figure out a way how to handle it, you'll position yourself to have major

00:00:35.860 opportunities come your way.

00:00:37.500 We're going to talk about the following.

00:00:39.740 Different forms of crisis, lifespan of a crisis, what extends the lifespan of a crisis, and

00:00:45.000 last but not least, rules of engagement when it comes down to crisis.

00:00:49.020 Two forms of crisis.

00:00:50.020 Crisis is going to happen all the time, but there's two forms of it.

00:00:52.580 The types you can control, the kind you cannot control.

00:00:55.720 Unfortunately, most people spend way too much time trying to solve crisis that they don't

00:01:01.960 have any control over.

00:01:03.120 But the crisis that you do have control over, you ought to put some energy into.

00:01:06.560 So what kind of forms of crisis do we have?

00:01:08.620 Number one is health.

00:01:09.760 You're building a business.

00:01:11.080 Some happens to your health.

00:01:12.320 You're affected.

00:01:13.320 Setback takes you time to regain that momentum.

00:01:16.780 Sometimes you lose momentum.

00:01:17.780 That is one form of crisis.

00:01:19.560 The other one is technological and cyber.

00:01:21.800 When I say technological, if you have a technology, a software that you use that all of a sudden

00:01:26.040 it collapses, or information is being leaked, or there's a cyber attack on your technology,

00:01:31.360 somebody gets into it, there's a virus.

00:01:33.520 That is very massive for some companies.

00:01:35.840 If this happens to them, it is a form of crisis.

00:01:38.240 Next is organizational.

00:01:40.240 Organizational is when there's a falling out, or a mismanagement of a crisis that happens

00:01:44.320 with somebody that doesn't work out, whether they leave, or whether there's somebody that

00:01:48.180 doesn't replace someone that needs to be replaced, because their attitude is tremendously negative,

00:01:53.100 and they're hurting the morale of the office.

00:01:55.360 Next one is violence.

00:01:56.700 This happens every once in a while, and sometimes you hear stories about an office or a company.

00:02:01.140 I was at a bank the other day, I'm talking to my guy Joe, and I said, Joe, how are things?

00:02:05.640 He says, man, did you hear about what happened yesterday?

00:02:07.780 I said, no, what happened yesterday?

00:02:09.280 He says, he's the first chair, when you walk into the bank, he says, the other day, this guy

00:02:15.180 walks in, and he shows me the gun, he comes up, and he says, give me all the money you

00:02:19.500 have.

00:02:20.500 I said, you got to be, he says, take your hand off the button.

00:02:21.500 He says, then he goes to the back with his buddy, two guys are holding up, he says, they

00:02:25.300 took all our cash, they left, cops ran off, they still haven't caught this guy.

00:02:29.180 I said, you got to be, he says, no.

00:02:31.360 That kind of violence with guns, that puts a lot of fear in people.

00:02:34.480 People are worried because they have nightmares with guns.

00:02:36.840 That is a different form of crisis that you experience.

00:02:39.400 Next one is malice, manipulation, deception, and revenge, because you may have somebody, a competitor

00:02:44.560 who doesn't like you.

00:02:46.540 Defamation of character, rumor mill, all over the place, you're this, you're that, you're

00:02:50.880 going out of business, you don't have money, you don't know what you're doing, or one of

00:02:54.200 your guys within the company doesn't like you, you have a falling out.

00:02:57.800 Their life mission is to make sure they put the biggest revenge on you, and they're never

00:03:02.340 going to stop.

00:03:03.400 Those are the things that happen.

00:03:04.400 And by the way, some of this is caused by you.

00:03:07.520 Some of this, it's out of your control.

00:03:09.400 Some of these things we're talking about is in your control.

00:03:11.400 We'll get back to that here in a minute.

00:03:13.320 Next one, defamation of character, which we talked about briefly.

00:03:16.260 Financial is the next one.

00:03:17.260 Some it's your finances, meaning you didn't save money for a rainy day, you spent way

00:03:21.140 too much money, you overextended yourself.

00:03:23.260 The other kind of financial crisis is the market.

00:03:25.560 Something happens to the market, and it affects everything else that you're doing as well.

00:03:29.300 Eight, black swan.

00:03:30.520 You can't predict it.

00:03:31.520 What's a black swan?

00:03:32.520 A pandemic, a coronavirus, a 9-11.

00:03:35.240 You cannot predict that.

00:03:36.520 An earthquake is more of a black swan than a hurricane.

00:03:39.900 Because a hurricane tells you, next Monday at 7.30 p.m., a hurricane's going to hit Miami.

00:03:45.760 So you're prepared four or five days until that comes.

00:03:49.220 But a pandemic comes out of nowhere, catches us.

00:03:52.560 We're not prepared for it.

00:03:54.020 An earthquake hit.

00:03:55.340 6.6 earthquake in Northridge.

00:03:57.060 Boom! 0.99

00:03:58.060 Bunch of businesses take it.

00:03:59.060 9-11 happens.

00:04:00.060 Two planes.

00:04:01.160 How did this take place?

00:04:02.160 We're affected by it.

00:04:03.160 That's also black swan that you can't predict.

00:04:05.420 This one is personal, marital, kids, wife.

00:04:08.060 My wife and I, our daughter goes to class.

00:04:10.740 The three-year-old, there's a classmate that she had in that classroom.

00:04:14.040 That three-year-old passed away in the most troubling way where the mother and the father

00:04:18.840 don't have an answer for it.

00:04:20.760 And the funeral was a very emotional funeral.

00:04:22.820 My wife was calling me crying because she said, I can't even be here.

00:04:25.920 I can't imagine experiencing the pain that the mom and dad are experiencing right now.

00:04:30.880 My wife is in tears.

00:04:32.140 My body hurts.

00:04:33.140 I'll never forget when she made the phone call, I said, why are you telling me this?

00:04:35.840 She says, this is what just happened.

00:04:37.460 That's personal, man.

00:04:38.460 That hurts for a long time.

00:04:40.580 It is a form of crisis, right?

00:04:42.380 And last but not least, it's natural.

00:04:44.180 What's natural?

00:04:45.180 Natural crisis.

00:04:46.300 Some of the stuff you don't control.

00:04:47.920 Some of the stuff that happens that is not your fault, not my fault, nobody else's fault,

00:04:51.200 just kind of happens.

00:04:52.380 These are different forms of crisis.

00:04:53.900 The key, with every one of these, to know which one of them you control, which one of them

00:04:57.720 don't.

00:04:58.720 Health.

00:04:59.720 The way you eat.

00:05:00.720 Your immune system.

00:05:01.720 Exercise.

00:05:02.720 Routine.

00:05:03.720 Alcohol.

00:05:04.720 Drugs.

00:05:05.720 Technological cyber.

00:05:06.720 Are you prepared?

00:05:07.720 Do you have the right cyber security?

00:05:08.720 Have you put that investment into it?

00:05:09.720 Are you being too cheap?

00:05:10.720 Are you willing to go learn a little bit?

00:05:11.720 Are you hiring the right analysts that are going to put the right things in place?

00:05:15.040 We had a test scoring that we're doing on the cyber that we were not prepared for.

00:05:18.400 We invested a few hundred thousand dollars to make sure we were protected of it, because

00:05:21.400 just in case.

00:05:22.400 So, some of it is you.

00:05:23.400 Some of it is organizational.

00:05:24.400 Same.

00:05:25.400 Violence.

00:05:26.400 Sometimes it's not yours, but you need to be prepared.

00:05:28.400 What if it does happen?

00:05:29.400 So, every one of these things, we need to look at which one of them you control and which

00:05:32.900 one you don't.

00:05:33.900 These things that we're looking at, it becomes a bigger problem based on the timeline lifespan

00:05:39.900 of the crisis.

00:05:40.900 So, watch this.

00:05:41.900 Sometimes crisis lasts one hour.

00:05:43.900 Something happens to you.

00:05:44.900 Boom! 0.99

00:05:45.900 It's a crisis.

00:05:46.900 What's a crisis?

00:05:47.900 One hour.

00:05:48.900 Flat tire, middle of the freeway, what do you do?

00:05:49.900 Okay?

00:05:50.900 That's one hour.

00:05:51.900 You've got to fix it.

00:05:52.900 AAA, all this other stuff, right?

00:05:53.900 Sometimes you're here at an office, something happens, it's one hour.

00:05:55.900 How do you handle that situation?

00:05:56.900 Some of them are one day, it lasts a whole day, some of it is a week, some of it is a

00:06:02.900 month, some of it is a quarter, some of it is a year, and some of them last a decade.

00:06:06.900 What do you mean a decade?

00:06:07.900 Depression was a decade plus that it lasted, so what could we have done to prevent it?

00:06:11.900 The key with this is to bump it up.

00:06:15.900 Meaning, if it's supposed to last a week, can you make it last a day?

00:06:19.900 If it's supposed to last a day, can you make it last an hour?

00:06:22.900 If it's supposed to last an hour, can you do anything to make it only be 15 minutes

00:06:26.900 or 10 minutes?

00:06:27.900 But most people, unfortunately, amateurs, it's supposed to last an hour, they make it

00:06:32.900 a day.

00:06:33.900 It's supposed to last a day, they make it last a week.

00:06:35.900 It's supposed to only be a one-week crisis, it becomes a one-month crisis, it's supposed

00:06:40.900 to be a one-month crisis, it becomes a one-year crisis, and you know how this thing goes

00:06:45.900 on.

00:06:46.900 So now, your strategies to not extend the crisis, this is what you need to be thinking about.

00:06:50.900 Your strategies, what you put in place, when you have the crisis that shows up, will dictate

00:06:55.900 if it extends it, or shortens it.

00:06:57.900 Number two, your emotional response to the crisis, the way you carry yourself emotionally,

00:07:03.900 like, there's a lot of people I'm talking to, half the time I'm talking to my employees

00:07:07.900 here, we have the office, we send 70 of our employees home, and we have 20 of them that

00:07:11.900 are working out of here, and then we have another 10 that's working out of a different

00:07:14.900 place.

00:07:15.900 But, when we send the employees home, one of the things I'm doing, I'm just talking

00:07:18.900 to people, how you doing?

00:07:19.900 The other day I held a meeting, and Kai, I even think we have the video of this meeting,

00:07:22.900 so maybe we'll put a little bit of a glimpse of it.

00:07:24.900 I held a meeting, and I just sat there, and I had all our employees around us, the ones

00:07:27.900 that were here, we had already sent our, you know, pregnant ones home, and some that their 1.00

00:07:31.900 spouses were nurses, where kids were sent home, so we wanted to make sure they had the 1.00

00:07:35.900 opportunity to do that.

00:07:36.900 But I just sat there for one hour, and they were all there, everybody by their cubicles

00:07:40.900 and their desk.

00:07:41.900 I said, what's on your mind?

00:07:42.900 What are you thinking about?

00:07:43.900 What's your biggest fear?

00:07:44.900 What's your biggest concern?

00:07:45.900 They asked me 20 different questions.

00:07:47.900 Why?

00:07:48.900 I'm trying to show you, listen, if your CO's not panicking, everything's going to be alright.

00:07:52.900 My wife, last night we're talking, babe, why are you not worried?

00:07:56.900 I'm not worried, babe, because it's going to be alright.

00:07:58.900 We're going to be okay.

00:07:59.900 My dad, my mom today, hey, is everything okay?

00:08:01.900 Mom, everything's going to be alright.

00:08:02.900 How you doing?

00:08:03.900 How's that?

00:08:04.900 How's everybody?

00:08:05.900 Hey, investors, hey, everything's going to be alright.

00:08:07.900 We're alright, right?

00:08:08.900 Because somebody brings the tension down, and your emotional response helps with the lifespan

00:08:15.900 of the problem.

00:08:16.900 Number three, your approach to the crisis.

00:08:17.900 Okay, again, how you approach the crisis.

00:08:20.900 Panic, muddle to a mountain, how do you handle it?

00:08:22.900 That also dictates the lifespan of it.

00:08:24.900 Number four, your level of poise.

00:08:25.900 Similar, I have people that I work with, the other day I was doing a conference call,

00:08:29.900 and my guys were asking me questions about our leaders that are doing, well, the ones that

00:08:34.900 are doing the figures, and they say, what's the best quality of this person?

00:08:37.900 What's the best quality of that person?

00:08:38.900 What's the best quality of this person?

00:08:39.900 One of the guys they asked about, his name is Jose, okay?

00:08:42.900 Very good friend of mine.

00:08:43.900 We go way back with this guy, 15 years.

00:08:45.900 When I met him, he wanted to work with me.

00:08:47.900 I didn't let him come to my office for 90 days.

00:08:49.900 I told him he had to do certain things.

00:08:51.900 Finally, he says, whatever you tell me, I'm going to do because I want to work with

00:08:54.900 you.

00:08:55.900 Six months later, this guy came into my office.

00:08:57.900 We started working together.

00:08:58.900 I would take him to Santa Monica stairs.

00:09:00.900 We'd be doing stairs later at night at 11.30.

00:09:03.900 I'd take him everywhere I could to see how tough it was, but boom, this guy's like, no,

00:09:06.900 we're going to be working together.

00:09:07.900 He was determined, right?

00:09:09.900 Here's this guy's biggest strength.

00:09:10.900 One day, I'm sitting there, and I'm talking to somebody that we want to do business with.

00:09:17.900 He's sitting over here at my office in Northridge.

00:09:19.900 Next thing you know, big earthquake hits, 6.1, 6.2 earthquake hits.

00:09:24.900 I had this massive window in my office.

00:09:27.900 You just hear ta-ta-ta-ta-ta-ta-ta-ta-ta-ta-ta-ta-ta.

00:09:30.900 Going back and forth.

00:09:32.900 The guy we're doing business with, I look this way, I look up, boom, out of my office.

00:09:37.900 He runs out.

00:09:39.900 I look at Jose.

00:09:40.900 He's just sitting there.

00:09:41.900 So what do you think?

00:09:42.900 I said, what do you mean?

00:09:43.900 What do you think?

00:09:44.900 It's earthquake.

00:09:45.900 Still moving.

00:09:46.900 It's been 30 seconds.

00:09:47.900 I think we should probably go outside.

00:09:48.900 What do you think, Pat?

00:09:49.900 I said, I think we should go outside as well.

00:09:51.900 We got up, and he just walks.

00:09:53.900 He always walks like a very smooth operator.

00:09:55.900 This guy's had four nicknames with me over the years.

00:09:58.900 The first one was Rico Suave.

00:09:59.900 The second nickname, I think, was Seabiscuit.

00:10:01.900 The third one was Mexican John F. Kennedy.

00:10:04.900 And his nickname today, I tell him, is like the Teflon Don.

00:10:06.900 Because he's so calm, nothing bothers him, right?

00:10:09.900 It's such a powerful quality he has, because people look at him, and boom, he gives people

00:10:15.900 strength with the poise that he has.

00:10:16.900 Number five, your urgency with finding a solution.

00:10:20.900 Sometimes people move too slow, and then this goes boom, boom, boom, boom, boom, boom, boom.

00:10:24.900 Your urgency.

00:10:25.900 Sometimes, oh, it's okay.

00:10:27.900 One week problem.

00:10:28.900 One month problem.

00:10:29.900 One year problem.

00:10:30.900 Ten year problem.

00:10:31.900 It's not a big deal that I'm gaining weight.

00:10:33.900 It's alright.

00:10:34.900 Then boom.

00:10:35.900 Boom.

00:10:36.900 Boom.

00:10:37.900 Now you lost a decade.

00:10:38.900 Why?

00:10:39.900 Because you weren't paying attention to your health.

00:10:41.900 That's a decade problem.

00:10:42.900 You don't think it's that serious.

00:10:44.900 Then the last two points, both of them are opposites, but it's pretty much the same thing.

00:10:48.900 Number six is your exaggeration of a crisis.

00:10:50.900 You turn a three into a nine.

00:10:52.900 And the last one is your under exaggeration of a crisis.

00:10:55.900 You turn a nine into a three.

00:10:57.900 It's a very big deal.

00:10:58.900 Ah, it's not a big deal.

00:10:59.900 Ah, you know, it's not really a big deal.

00:11:02.900 It's a very big deal.

00:11:03.900 We'll see what's going to happen.

00:11:05.900 It's not really a big deal.

00:11:06.900 There's time to be calm and not be, and there's time to say, no, no.

00:11:10.900 The level of urgency on this side, we've got to get right into it.

00:11:13.900 So, those are some of the things that causes the lifespan of the crisis to be longer.

00:11:17.900 Now, rules of engagement with crisis.

00:11:19.900 I've got a few points for you.

00:11:20.900 Again, this is one of those things that you can write an entire book about.

00:11:25.900 Right?

00:11:26.900 You can do an entire session about it.

00:11:29.900 I can teach on this for two, three days, but this is a 20 minute video we're doing here.

00:11:33.900 So, rules of engagement.

00:11:34.900 Number one, what caused it?

00:11:35.900 That's what I want to know.

00:11:36.900 Is it in my control or out of my control?

00:11:38.900 It's the first thing I want to know.

00:11:39.900 Okay?

00:11:40.900 If it's not in my control, I automatically tell our guys I'm not worried about it.

00:11:43.900 The other day we had a crisis that took place with a webinar that we were putting for

00:11:47.900 3,000 people, and last minute, it's only letting us do 500.

00:11:51.900 So, I had only one thing in mind.

00:11:54.900 Was it our mistake, or was it GoToWebinar's mistake?

00:11:58.900 So, I had my guy go and find out right there, and we found out that GoToWebinar didn't do

00:12:04.900 their upgrade to the number that we needed to, but there was one thing we could have done.

00:12:09.900 The part we could have done something about, that person had a very interesting conversation

00:12:14.900 with me.

00:12:15.900 The part that we didn't have the ability to have any control over was theirs. 0.93

00:12:18.900 We got the apology from them saying, we're so sorry, we messed up.

00:12:21.900 But what is the moral of the story?

00:12:22.900 The first part is, what is our control?

00:12:24.900 What is outside of our control?

00:12:26.900 Number two.

00:12:27.900 For instance, coronavirus.

00:12:28.900 Is it out of your control?

00:12:29.900 Yes.

00:12:30.900 What part of it is your control?

00:12:31.900 Washing your hands, preparation, education, research.

00:12:32.900 There's both aspects to it, right?

00:12:34.900 Number two.

00:12:35.900 Quantify the risk of the crisis.

00:12:37.900 Meaning, worst case scenario.

00:12:38.900 I always go to worst case scenario.

00:12:39.900 What's the worst thing that's going to happen here?

00:12:41.900 I think we could lose a half a million dollars.

00:12:43.900 Okay.

00:12:44.900 That's a good number.

00:12:45.900 We could lose a half a million dollars.

00:12:46.900 What's the worst case scenario that can happen here?

00:12:47.900 We can shut down six operations that we have.

00:12:50.900 Okay.

00:12:51.900 What's the worst thing that can happen here?

00:12:52.900 You could die.

00:12:53.900 Okay.

00:12:54.900 What's the worst thing that can happen?

00:12:55.900 So you always go to worst case, and then you assess it and say, okay, I've got to mentally

00:12:59.900 be prepared how bad this thing could be.

00:13:00.900 Then you go back to the normal again.

00:13:02.900 Number three.

00:13:03.900 Find a root cause to eliminate future repetitive events.

00:13:06.900 Meaning, if I have an issue, and I just put a bandaid on it, it's going to reappear.

00:13:10.900 I'm not interested in that.

00:13:11.900 I want to eliminate the issue so it never reappears again and we can move on.

00:13:14.900 I don't like the same issues happening over and over and over again.

00:13:17.900 If you ever ask our directors or our board members and say, how is it working with Pat?

00:13:20.900 They will tell you.

00:13:21.900 Pat will be very upset and disappointed if the same issue keeps reappearing.

00:13:28.900 But if it happens the first time, he's just like, listen, let's solve this so it

00:13:31.900 never happens again.

00:13:32.900 And he's very calm about it.

00:13:33.900 I don't like the same issue happening over and over and over again.

00:13:38.900 I'll sit there and I'll say, what caused this?

00:13:41.900 Do we have this person?

00:13:42.900 Do we have that person?

00:13:43.900 Maybe we need to hire this.

00:13:44.900 Then that's what we're doing to make sure it doesn't happen again.

00:13:46.900 Number four.

00:13:47.900 Battle plan.

00:13:48.900 Both defense and offense.

00:13:49.900 Sometimes, you know, we only like defense.

00:13:51.900 I'm just going to make sure this never happens to me again.

00:13:54.900 But what we do is, while you're playing defense, you forget that you need to also make sales

00:13:59.080 to make the company go.

00:14:00.080 If you don't make sales and make money, this company's going out of business.

00:14:02.300 So, then sometimes people, all they're thinking about is, offense, offense, offense.

00:14:06.300 That's kind of like the boat.

00:14:07.300 You know, you're also, it's okay, I know we're sinking, but it's all good, man.

00:14:10.300 Just keep playing offense.

00:14:11.300 No, no.

00:14:12.300 You've got to make sure that thing gets plugged up as well so the ship is not sinking.

00:14:15.300 So we've got to make sure we're scored that way.

00:14:17.300 So, if you just do this and you ain't rowing, you staying put.

00:14:20.300 But if you just do this and you don't plug the hole, you're sinking.

00:14:23.300 So you've got to make sure you're doing both.

00:14:24.300 You don't just do one at a time.

00:14:25.300 Number five, unify the team with a unified strategy that addresses the crisis.

00:14:31.300 So, when coronavirus happened, immediately I'm having conversations with everybody.

00:14:36.300 Immediately, I talk to probably four or five hundred people in a day.

00:14:40.300 Immediately, I'm in communication with everybody.

00:14:43.300 Then we set up the webinar.

00:14:44.300 Then we handle our issues here.

00:14:45.300 Then I address it with my investors.

00:14:47.300 Then I address it with my executive team.

00:14:49.300 Then we announce it to all the employees.

00:14:50.300 Then we made a strategy of what we're going to be doing.

00:14:52.300 Then we had everybody that got together.

00:14:54.300 But then I want you to see my face.

00:14:56.300 Not audio.

00:14:57.300 I just want you to see my face.

00:14:58.300 Because if you see my face, I will see if you're comforted.

00:15:00.580 And I know you're confident.

00:15:01.580 And I know everything's going to be all right.

00:15:03.580 That gets transferred.

00:15:04.580 So if you're worried, you may not want to show your face.

00:15:07.220 Because if they see your face, maybe they're going to be more worried.

00:15:10.020 So for some of you, it may not actually be a good strategy.

00:15:12.580 But I want you to see my face.

00:15:14.300 Then when you see my face, I always open up with a question.

00:15:17.220 What's on your mind?

00:15:18.220 Guys, what's keeping you up at night?

00:15:19.920 What's on your mind?

00:15:20.920 Open in.

00:15:21.920 Tell me.

00:15:22.920 Tell me your concerns.

00:15:23.920 What are some of the challenges you're facing we haven't seen before?

00:15:25.680 And they'll give it to you, right?

00:15:27.920 And then, I already have a plan of action that I've mapped out, because I've spent some

00:15:33.440 time talking to myself or board or whoever it is.

00:15:36.280 Then I'll say, here's the direction.

00:15:37.880 Very important to be clear with the directions you give with action items.

00:15:42.880 Here's what we need to do.

00:15:43.900 Number one is this, number two is this, number three is this, number four is this, number

00:15:46.780 five is this, number six is this.

00:15:48.280 If this happens, we're going to be doing this.

00:15:49.600 If that happens, we're going to be doing this.

00:15:50.840 Just so you guys know, for some of you guys that are worried about it, if you're worried

00:15:53.760 about this happening, we're already prepared for this.

00:15:55.780 If we're worried about this happening, we're already prepared for this.

00:15:57.920 But guess what, guys?

00:15:59.060 Here's what I think we need to do.

00:16:00.120 While everybody else is scared, we need to go out there and play offense.

00:16:02.940 Defense, offense.

00:16:03.920 Goes back to the same message I gave to you earlier.

00:16:05.700 Number six, best time for crisis to get your relationships deeper.

00:16:10.240 Best time to get your relationships deeper.

00:16:12.940 Best time to begin to know your guys better.

00:16:15.200 Best time to be talking to your guys better.

00:16:17.800 Best time to get your customer relationship better.

00:16:20.560 Best time for you to be talking to your employees, your teammates, and circulating.

00:16:25.100 And how you doing?

00:16:25.820 What's on your mind today?

00:16:26.960 I was walking and strolling just to see if everybody's okay.

00:16:29.840 And I'm just asking, how you doing?

00:16:31.160 How you doing?

00:16:31.820 How you doing?

00:16:32.540 How you doing?

00:16:33.200 How you doing?

00:16:33.880 Boom! 0.99

00:16:34.460 One of the offices.

00:16:35.760 I walk in, and the person has their hands on their face.

00:16:39.480 I say, how you doing?

00:16:41.020 And she's like, can't even answer me.

00:16:42.620 I say, how you doing?

00:16:43.720 Everything good?

00:16:44.640 She's in tears.

00:16:45.700 She was crying for two minutes straight.

00:16:48.000 I say, you know what?

00:16:48.780 Here, what's on your mind?

00:16:49.560 Tell me.

00:16:49.800 And we started talking a little bit.

00:16:50.740 I said, why don't you go for a walk?

00:16:52.260 She said, you know what?

00:16:52.720 I said, take a break.

00:16:53.640 Just get out of here. 0.96

00:16:54.280 Go for a walk.

00:16:54.860 And just maybe take a break from news right now for a couple hours.

00:16:58.300 Because maybe you need to do a media detox for yourself.

00:17:01.520 And she just took the walk, right?

00:17:03.420 And then she came, hey man, thank you for that.

00:17:05.040 I said, no problem.

00:17:05.560 Sometimes we need to be doing that.

00:17:06.960 This is where you get your relationships to go deeper.

00:17:09.020 This is the time that you get your relationships to be deeper.

00:17:12.200 Because some people, and by the way, if you weren't getting your relationships deeper while

00:17:16.500 everything was good, some of that stuff that's in your control, you're going to pay a price

00:17:20.760 for it right now if you really don't have a relationship with your partners, vendors,

00:17:23.480 employees, salespeople, all that stuff.

00:17:25.200 Because it shows that you were having a strong relationship.

00:17:27.780 It's just it matters today more than ever before.

00:17:30.280 Number seven, this is a problem a lot of companies make, and that's accessibility.

00:17:33.420 I had a meeting today with many of my staff members who answer phones while we're going

00:17:38.180 through these times.

00:17:40.060 I talked to them about script.

00:17:41.800 What to say, what not to say.

00:17:43.660 How do we finish calls?

00:17:44.760 How do we start calls?

00:17:46.360 What if I'm being an asshole to you when I'm talking to you on the phone, and I'm somebody

00:17:50.140 that's a customer, or a vendor, or a partner that's giving you a little bit of a hard time?

00:17:54.640 How do you handle that situation right now?

00:17:56.560 How do you make sure you stay poised?

00:17:58.440 And I'm role-playing this with one of our girls that was answering phones, and she was handling 0.99

00:18:03.080 it so well.

00:18:04.100 But this is the time where you're sitting down talking to your guys about accessibility.

00:18:08.040 People got to be able to get a hold of you, whether it's through online chat, whether

00:18:11.160 it's through website chat, text, calls, emails, doesn't matter.

00:18:15.620 You being accessible to the right people right now matters more than ever before.

00:18:19.480 In times of crisis matters more than ever before.

00:18:21.760 Number eight, research.

00:18:23.620 When a crisis happens, I like to do research, because again, I'm affected by it.

00:18:27.800 If you're a husband, if you're a father.

00:18:29.700 If you're a son, if you're a brother.

00:18:31.320 If you're a friend, if you're a leader, if you're a follower, you ought to do research,

00:18:35.100 because there's some form of responsibility that you have to the people around you.

00:18:38.340 So what kind of research do I do?

00:18:39.500 Personal?

00:18:40.240 I go research.

00:18:41.380 Two, I call experts.

00:18:43.020 Three, I want to get all the data out there to see if I can find any kind of trends.

00:18:46.580 That's what I want to do.

00:18:47.380 With everything that I'm doing, my business, pandemics, economy, market crash, it doesn't

00:18:51.820 matter.

00:18:52.380 I do research.

00:18:53.280 Number nine, speed back to equilibrium.

00:18:56.700 Crisis.

00:18:57.060 This, boom, normal.

00:18:59.260 Oh my gosh, boom.

00:19:00.760 The quicker you come up here, the better it is.

00:19:02.840 You could have a reaction like this, because you're not a machine or a robot, but you got

00:19:06.220 to come back to equilibrium to make sure everything else is in place.

00:19:09.180 It's the whole part about poise.

00:19:10.580 Last but not least, what needs to be minimized, what needs to be eliminated, and what needs

00:19:15.660 to be increased?

00:19:16.500 Simple.

00:19:17.360 You know what?

00:19:18.060 When we experience this, I realize we have too much of this.

00:19:20.600 Cut it out.

00:19:20.980 We don't need it anymore.

00:19:22.340 You know, when we experience this, when it happens, I just think we need to lower.

00:19:26.020 We're doing that a little bit too much, and it's scaring people.

00:19:29.060 Lower it.

00:19:29.600 It's too much right now.

00:19:30.460 Okay, great.

00:19:31.260 And you know what?

00:19:31.840 I realize we needed this, but we didn't have it.

00:19:34.840 Why don't we go get it and increase that a little bit?

00:19:36.900 Great.

00:19:37.720 Minimize, eliminate, increase.

00:19:39.240 What is it you need?

00:19:40.280 Figure that part out through crisis to see what you can do to keep improving yourself as

00:19:44.040 a company.

00:19:44.420 Thanks, everybody, for listening.

00:19:45.960 And by the way, if you haven't already subscribed to Valuetainment on iTunes, please do so.

00:19:50.540 Give us a five-star.

00:19:51.980 Write a review if you haven't already.

00:19:53.440 And if you have any questions for me that you may have, you can always find me on Snapchat,

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00:19:59.400 Just search my name, PatrickBitDavid.

00:20:01.300 And I actually do respond back when you snap me or send me a message on Instagram.

00:20:06.140 With that being said, have a great day today.

00:20:07.860 Take care, everybody.

00:20:08.700 Bye-bye.

Valuetainment - April 29, 2020

Episode 461： 10 Rules For Dealing With Crisis

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