How Rising Fuel Costs Trigger Anxiety And Bad Decisions in Business

Fuel prices spike and suddenly the mood changes everywhere. We start by talking through the fear we’re seeing around fuel shortages, travel costs, and the way uncertainty creeps into everyday decisions. It feels familiar for a reason: once people have lived through COVID-era panic, they’re quicker to assume the worst. And in business, especially in construction, that fear shows up as delayed client decisions, tighter cash flow, and people talking themselves out of marketing, mentoring, and growth right when they need it most.

Then we take a hard turn into something more useful: how to stay dangerous when confidence drops. We unpack what it looks like to lead through an uncertain market, create opportunities instead of waiting for them, and refuse to let “doom and gloom” write your story. If you’ve felt the pinch, you’re not alone but you’re also not powerless.

The second half is all about creating “wow moments” and why customer experience is the ultimate unfair advantage. We riff on Unreasonable Hospitality, the difference between service and hospitality, and why thoughtful gestures crush generic discounts. From small acts that remove friction to personal gifts that prove you paid attention, we lay out ideas you can use with clients, your team, and even your subcontractors to build loyalty that outlasts any news cycle.

If you want to experience this live, come to the Builder Summit. We’re giving away a Milwaukee toolkit valued at over $2,800 in each city, plus free tickets are available and paid tickets come with extra entries and bonus audits. Subscribe, share, and leave a review if this helped and tell us: what’s the best wow moment you’ve ever received?

Transcript

Fear Of Fuel Shortages

Robby 0:03

I mean this is never a dull moment, is it? Listen. How how how on top of this are you?

George 0:09

Uh only what I see in social media posts. So I don't research, but I see stuff.

Robby 0:15

Yeah, I don't I don't uh I don't research, but I definitely consume. Yeah. I definitely consume. But I'm not like Googling and that's I don't know. Does anyone do that? I'm sure there would be. Okay, so I'm not doing that. But um I think the uh the overall consensus I'm getting from everyone, George, at the moment, is there's fear. Are you seeing that?

George 0:42

Fear in the uncertainty, like in our space.

Robby 0:50

Almost, almost. This is the most fear I've seen since COVID. Oh, for sure. Yeah, for sure.

George 0:58

Like, like, like I think because people saw how bad COVID was, and it's like, oh, is this another thing that's about to happen with that as well? Because imagine now, imagine the very real possibility that we can't get fuel for our cars.

SPEAKER_02 1:12

Yeah, okay.

George 1:12

Imagine what that does. What does it do? I think that'd be massive. Why? Why? You can't get fuel. Yeah, like that's not a few. Not just for our vehicles. I'm saying, what's gonna change? Yeah, a lot will change.

Robby 1:23

Why? They they will reserve the fuel, they're not retarded, they won't wait till they're run out and they'll be like, hey, fuel, dun less.

George 1:30

They'll say for essential services, for example. So food trucks. They'll start like that.

Robby 1:34

Yeah, cool. So we got food.

George 1:36

Great.

Robby 1:36

Fucking what a life. We've got food.

George 1:39

What else? How are you gonna get to work? I'm in the construction space, yeah. Yeah, I can't work more. My tradies can't work from home and lay bricks.

Robby 1:46

But that'd be an essential service.

George 1:48

You reckon they would be considered to be like, hey, I'm in construction, I can fuel my car. You don't reckon? I don't know. How bad does it get? How bad does it get? You sound very worried. Oh vegan. It's just that it's a question, isn't it? Yes, it's something to be considered. I don't look, I don't think it's gonna get that bad. I I genuinely don't. But is it? You know, the other day I was out with some friends, uh like yesterday actually, and we're talking, and there's like, oh, the Qantas have restricted, have started to restrict flights, as in the quantity of flights that they're doing because of the fuel issues. And they're my mates just said he's paid$2,000 return to go to Perth the other uh in the next few months as well. Um, which, you know, these are sorts of things that are starting to creep in. Every now and then I'm getting emails from suppliers, fuel levies, all that sort of shit creeping in to their um to their pricing and whatnot. So yeah, I think people will start to feel the pinch. And if things keep going up and keep getting more expensive to with fuel, then you know, does that then translate to all the goods and services that everyone's engaging in? Even the the food in the supermarket, is everything going up there too?

Stockpiling And Panic Psychology

Robby 2:56

Well, supposedly they've come out and said that if this continues This is what I've heard. So there's two sides to this, like there's two ends of the spectrum, and you got people who like you know, I guess, blah, blah, blah. Which is not a lot of people, but then there's people who are freaking out, man. Like, I'm starting to notice it in like client conversations, conversations with friends, and like all of a sudden, people are like, Yeah, hey, have you um have you stocked up? Stocked up on what? They're like, I mean, no, like, did you go buy pasta and rice? And I'm like, why?

George 3:28

They're like uh such a fear mentality, yeah.

Robby 3:31

And they're like, they reckon that they're gonna run out. I was like, dude, like I I don't think they're gonna let us starve. Yeah, like come on, it'll be mayhem.

George 3:39

What the oh it it will be mayhem, you can't like it'll be I'm gonna break into your house to steal your food to feed my family. That's like that's what happened. And then it's not gonna get to that.

Robby 3:48

I don't want to have the food at that point. Yeah, do you know what I mean? Like, what to have people breaking into my house to eat food?

George 3:55

Yeah, exactly.

Robby 3:56

Imagine that.

George 3:57

Shit.

Robby 3:57

Um, no, but do you get what I'm saying?

When Fear Cancels Growth Investments

George 3:59

That's like illustrative, it was the same shit though when we had fucking people running for toilet paper back in the day. I couldn't, I I refuse to do that. I refuse to do it. People are a bit more scared. Like, I think they're a bit more scared because they've got precedence as in from COVID. That's the only reason it would be like that. Because no one did stupid shit like that back then, right? You reckon that guy's still sitting on as in as in thinking it more so. Sorry, they did the stupid shit. Do you reckon that guy with the toilet paper now is that's still stocked up from COVID is just laughing at everyone? You know, like you're he could very well be. He's probably got doomsday bottles and pastas and all that sort of shit stored in his garage, but I I refuse to buy into that sort of stuff, man. I hope it's not doesn't bite me in the arse and then I'm I wasn't prepared and I don't have any food and I'm the guy George passes. But but I don't think it's gonna head that way, man. Uh yeah, if it gets expensive, it gets expensive. Today I had a client pull out of a of um some mentoring that he's doing with me because of these exact reasons. Oh, we're feeling the pinch, it's hard. And I'm saying, okay, you're leaving a program that's designed to help you get through all this stuff. Doesn't make sense, does it? Like, oh yeah, that's tight, and it's like it's the fear mentality that don't back themselves to go, I'm gonna do this, this, and this. I'm like, man. But yeah, I'm saying it. I'm definitely seeing it.

Robby 5:20

Oh, dude, I've I've seen it from people where they're like, Oh, you know, I don't think um I don't think we should be running ads now. And I'm like, why? And they're like, it's not the market's not right, like people are not gonna.

George 5:33

And they're buying into that. A lot of people are buying into it. You can't think like that. Yeah, a lot of people are buying it.

Robby 5:37

He's like, nah, it is, trust me, no one's making any decisions now.

George 5:40

And I'm like, dude, like you sound like you have bought into it more than three people that have said no to him.

Robby 5:45

Yeah, and it's like you've bought into this more than anyone else. Like, uh, and and the worst part is that comes across. You know what I mean? You go talk to someone else, and then oh, you're you're dealing with a lead, like you're almost giving them the out because you've already bought into it mentally. Um, yeah, no, I I'm not buying into it. Sorry, but uh, I just no you look, you don't need to apologize. Nah I do not apologise.

Trump Talk And Information Overload

George 6:13

I want to I want to um yeah, I'm not buying into it. I don't um I think that I I think that's a smart move. You know, ignore what the masses are doing, yes. What's the point? What's the advantage? What's the advantage to you to do it?

Robby 6:24

Hey, Trump is absolutely he's either it's one or the other. He's either I I I don't think there's no there's no end where you say this guy's genius. He's either like absolutely taking the piss.

SPEAKER_02 6:38

Yeah.

Robby 6:39

Like absolutely taking the piss, or he's absolutely off his head, off his head. Yeah. One or the other. Um there's no middle ground. There's no middle ground. He's either taking the piss or he's off his head. Um, look, he the world's in the funny.

George 6:54

I've heard things where he could be a master stroke as far as how he's doing everything to for people to buy, because you know, he's restricting the oil flow through the Strait of Hamooz, or it's and getting and forcing people to buy it through um the US, through other allies, whatever it might be. Who? Who's buying it through the US? What's changed? No, he's what it could it could force people to go to other avenues to get oil from there because he's in so much debt. I've heard so much things. Yeah, yeah. I just don't know what to believe, man. Like that's what I mean. I think there's so much out there. Oh, you just got to ride the wave and see what happens.

Robby 7:27

Yeah, I think at this point, if you and I'll say this publicly, I don't care. If you are defending Trump's actions, I think you don't know enough about the situation. Like you're not following it closely enough because nothing stacks up. Nothing. Um, but I don't know, we're just fucking viewers in the shit.

Lead Through Uncertainty In Construction

George 7:46

Yeah, NPCs. Yeah, we are big time NPCs and it's we are big time NPCs. Um and it's just yeah, it's it's it is, it's annoying, it's frustrating, but what do you do? You know, I I've just I look, you know, there's an element of it. I think the market has shifted, but because of like as in it's over the over the even the last say in the last three months, say this year. Let's say this year, I think the market shifted from a perspective of consumer confidence and buyers and all that sort of stuff. However, however, I still won't let that be the reason for me not winning projects.

Robby 8:24

Yeah, yeah, dude. I I think we're on the cusp of the world war.

George 8:27

It could be, yeah. I mean, well, you see what's going on. They're dead bombing people. We're probably living the best place in the world at the moment. Uh dude, even Melbourne. So far. We're like the first.

Robby 8:37

Like even if China went to fuck around, they'd get far went first.

George 8:40

Yeah. Take a far, yeah. Just take it. We are far. They're gonna look at Melbourne and go, oh, can't be bothered. Too far. Too much. There feels too much to get here. Fuels too much to get here. We're not going down that path. But you know, it's it's not one that I'm gonna let it tell my story, you know. We looked at, as I mentioned, I think before, that we're looking at doing projects in Adelaide. I've got a couple of meetings set up next week for with architects. I'm going double downing on stuff at Builder Elite. Like, don't let it be your story, you know. Find ways to make it work, find ways to to get shit happening. And uh, and don't get me wrong, is it stressful? Yes. I've been under a lot of like mental stress, but I'll push through it. I'll make it happen. So you're not so you're feeling the pinch. I'm feeling the pinch from a perspective of a number of things, like even from cash flows uh a pain in the ass because then you get again, because I'm finding that the confidence isn't there, you're getting clients that are not that are also not confident, they're holding back and they're not making decisions. There's a flow-on effect. There's a huge flow-on effect because it's like, for example, I had I needed a client to make a decision on some drains. They made the decision, but the decision was received later than I would have liked it, which then meant my concrete pool gets pushed back a week. And it's like, okay, you think a week, big deal. Well, it kind of is. It's a whole week that I could have done$50,000 worth of work and paid an invoice for and made money on, which now goes to the next month or which now goes to the next quarter, whatever it is. You know what I mean? So it does have a flow and effect. And I'm finding that because of that mentality, you're seeing it from the consumer, you're seeing it from subcontractors, you're seeing it from internal with your own team potentially. So it's like, how do we snap out of that and go, no, no, guys, this is how we're going to do it, this is what it's about, this is what it needs to be. How do you do that? I I um I just double down on myself. You know, I would, whether it's in the in the space of getting yourself mentally fit and um and educating yourself in a certain area or doing something, just working harder. Sometimes it can just be that rolling up your sleeves and go, cool, let's put in the hours. Let's work on this tender, let's go and make some more phone calls, let's go and make more opportunities. What if it's nothing? What if it's something? Like as I said, I've got two meetings, one this week, probably one in a next week, with architects I've never met before, but just through my sheer um contacts that I've got in the industry. I've been someone's introduced me, said, Hey, speak with George, speak with this person, and they've made the introduction. And then who knows where that could lead? We could get it, we could hit it off. They could like me, I could like them, say here, I've got a job here. We're doing this one, go and quote it. I'm like, great, let me quote it. I quote it, we win it, away we go. And then all of a sudden I'm turning around saying, Hey, we've got heaps of work, we're totally fine. Be that person, be that person when someone says, How's business? I fuck flat out. Can't keep up. Okay, do you want do you want a job? Like, come and come and work with me. Like, be that person in the room. Don't be the bloke that's gonna be, or the woman that's gonna be, oh, it's fucked. Oh, it's too hard.

Robby 11:35

Oh, dude, so many of those people.

George 11:37

Everyone, everyone. I think it's it's almost even in good times. I think people say that in our industry too.

Fuel Prices Change Everyday Decisions

Robby 11:43

In the construction space, yeah, yeah. Without a doubt, I've always said the construction space is very everyone's victim. Yeah, yeah, that's it. Yeah, oh it's tough, man. Tough. It's tough. Let me jump into my view, Angie. Yeah, it's tough, but yeah, there's some more fuel shots. Yeah, she'll be right. Um, anywho, so um, yeah, I think I think that's definitely something we're seeing, you know, across the board at the moment. And I don't know, and I don't think I'm impacted mentally yet. Like I don't think I don't feel worried, but I do also like so, for example, uh talking about going on a camping trip, all of a sudden the four-hour drive is questionable now.

George 12:21

How funny. I said that I just got back from Inverloch today. Yeah, and because you're like, all of a sudden it's gonna cost me way more. Yeah, yeah. Someone, someone that I was I met there, actually was a person I went to uni with 20 years ago. I haven't seen her for 20 years, a girl I went to uni with, and I bumped into her whilst we were there, and she's like, Oh, I got a fucking long time to see how you been, blah, blah. And then she actually brought it up herself. Oh, you know, petrol prices, it's wasn't as it wasn't as um, you know, it's I'm looking at the diesel at at$3.20 and it's like, oh, now I've got to fill the tank up to get all the way here and all the way back home. That's like, oh, I didn't even think about that. But I mean, that's a that's a thing people are are worried about now. And it's like, do we go on that trip? Yes, uh gather round. They just had gather round at the at SA in South Australian Adelaide. Yeah, they said the numbers were significantly down from previous years. So with Gather Round is where every club plays in Adelaide, right? And then the previous years they would have people flying in from everywhere, all over Australia. Last year. Okay, so people not flying in. People are not going to Adelaide. Yeah, so he goes, it's definitely.

Robby 13:25

So I thought you meant like the Adelaideans.

COVID Flashbacks And Media Messaging

George 13:27

Oh, no, no, no. It's the people coming from Interstate to South Australia for Gathering because every team is there. Last year it went off. Like it was still, I think, busy, but it's like the Hawthorne Western Bulldogs game, that's normally a sold-out game. Like you can't get it. Last year you wouldn't be able to get a ticket because it was a Saturday night. That's their blockbuster game. And people just go to the footy for the sake of going to the footy. There were spare tickets everywhere. Uh, and people weren't a lot of people would drive down from Melbourne. You didn't get a lot of that, and then flights as well. Flights are more expensive, people aren't going down there too. So I do think it's affecting people's decisions or influencing people's decisions.

Robby 14:05

Is this how it happens though? Like, is this how COVID happens? Yeah, yeah, because at the COVID patterns, yeah. Yeah, like at the start of COVID, was it kind of like eh, like you know what I mean? Like, I because I remember not being fearful. I remember looking at uh I was in I was working in real estate when COVID first hit. I was a real estate agent. Um so for the first ever lockdown, I was in real estate. Yeah, and I remember when that happened, real estate could still work. Yeah, so we could still we're still allowed to work, but we had to go work from home. I'll never forget, dude, the feeling I got when the email came in. And I was sitting at my desk and all of a sudden we got an email and it was addressing everyone in the company to say, like, we need to work from home. And I was like, what? Like, really? Like you guys are actually sending us to work, and everyone kind of got up and packed their bags, and it was like almost this surreal moment. Um, yeah, and then we'd go to like we'd do opens, and I remember like other people sitting there, like, hey sanitizer, give me the sanitizer. And it was like everyone was freaking out. And I remember thinking, You're weird. Like, no, what dude, what you're gonna get a cold?

George 15:12

Like, I think at the beginning I wasn't too I wasn't too concerned about it. And then it was when it sort of came out that it was more for elderly people that were affected by it, that's when it was like, okay, well, maybe you know, got parents and grandparents and stuff like that that are still around. So that's when it sort of started to go, okay, well, maybe this thing is a bit more serious than what it was. And then I think it just got ridiculous after that point in time.

Robby 15:33

Well, yeah, the way it was, the way it was handled.

George 15:35

Yeah, everything was just fucked. And and look, I hope it doesn't get to that stage as well.

Robby 15:39

I think if you see in the moment, like I remember watching the numbers.

George 15:43

You remember like flatten the curve, I I tried not to, even then, I tried not to watch the news too much.

Robby 15:48

Yeah, but like you'd want to know like what the numbers were, and like every day it was climbing, and you'd think, fuck, we are fucked here, dude. Like we are we're not even looking like coming out of this lockdown. Like every single day the numbers are going up, and it's like you bought into the the propaganda.

Possible Fuel Rationing Scenarios

George 16:05

So, what happens now? This is the interesting thing, right? What happens in this instance?

Robby 16:08

That's what I'm saying.

George 16:09

Yeah, the very first restriction on fuel, like they say, hey, like they spent the government spent 20 million dollars on a fucking ad.

Robby 16:18

Which ad agency? Which one how the fuck are we not getting those jobs?

George 16:23

I know, right?

Robby 16:24

20 million dollars for an ad, but I'll give you the best ad ever.

George 16:28

Hey, I'll hold the fucking microphone.

Robby 16:30

Yeah, yeah. 20 million for an ad.

George 16:32

It's stupidity. Why? It's just stupidity. Where's the ad? I didn't see it. I haven't seen it yet either. Yeah, I haven't seen it. It's something about you know how to how to look after your fuel, like as in pump up your tires, fucking make sure your car's service, like dumb fucking shit. Oh, like take if you've got extra weight in your car, take it out so your car's more efficient. We can all do our little bit.

Robby 16:52

Why couldn't they do a Facebook post?

George 16:54

I don't fucking know, man. Like, why just do a tweet? Like Trump, just tweet it out. But they spent 20 million dollars on getting that shit out in a time of in the in a time where we don't have the money to spend as a government, they're spending that sort of coin to go out and do stupid shit like that. But again, circling back, is this the beginning when you start to see the very first restrictions come in and say maybe okay, everyone can get fuel, but you can't put more than 50 litres in at a time. All right, and it's like you get a 50 liter. Fill up after this, bro. I'm gonna go get Jerry Cant. We go to runnings, put it on the account.

Robby 17:28

Yeah, or or they start to do a thing where it's like, okay, you can't fill fuel's down. If you have fuels down nine dollars, yeah, yeah. And then you're like, bro, come on, bring it back to three dollars.

George 17:35

Yeah, yeah. Come on. That's remember the like this is ridiculous.

Robby 17:38

Take it back to three dollars. But maybe that's a thing.

George 17:40

Maybe that is exactly what happens. I go, cool, if you want to drive, this is what it's gonna cost you. It's now nine bucks. And that could be a thing. That could be a way to because a lot of people would stop driving, don't you think? Yeah, or ditch tolls. A lot of people would ditch tolls, yeah. Well, it's a private company, but you think do you think there's less cars on the road?

Robby 17:56

I don't think there's less cars on the road. Do you think there's less cars? I'll just fucking say in heaps of traffic.

George 18:01

No, I don't, I don't think it's I don't think people it's not noticeably clear. I haven't noticed it at all. Not at all, not even a little bit. But I as I said, I just drove to Inverloch, plenty of cars on the road, plenty of cars. So I don't think people are feeling it yet. If it goes to four, five, six dollars, yeah, maybe maybe you'll see people going, all right, we're not gonna drive as much. They're gonna start catching public transport. Did you know public transport was free? Yeah, I didn't know that. Didn't know that in the month of April or something like that. Yeah, I didn't know that. Might catch a tram home tonight. And for reference, I live 400 meters away from the office. He'd be annoyed. He'd be annoyed that he has to stop after one stop to get to my house.

Robby 18:49

I think it is um yeah, I I definitely think it's it's at the forefront of people's minds right now. Yeah.

George 18:58

Yeah, I agree.

Robby 18:59

You know, and I thought we had um I thought we had passed uh the what's it called when you pass the the peak? Like I thought we kind of passed the peak. But it doesn't seem that way with everything that's happening in the No, well, I think it's it's re-escalating.

George 19:14

It sort of seemed like if they'd made a deal and are gonna start to open that up. I don't know, and then it's just yeah, re-escalating. But again, it's like the other day, didn't they just they took away the tax on petrol? It was like 50 cents uh 30 cents forty. It's back after a week, it's back up to its the price it was pretty. They took that tax off. So it's like it was$3.20, then it dropped down to high twos, and now it's back up to$3.20 now. It was a high twos. I fucking missed it, dude. Oh, did you you missed the boat? Shit. No, yeah. What are you gonna do with that fucking three bucks that you just just missed out on? You're gonna have to I'll shout your coffee tomorrow. Stop drinking diesel.

Robby 19:56

Um you know what when you think about it. It's not that expensive. The petrol three dollars for a whole litre? Yeah, come on, man. Milk is my expensive. Go fill up your car with milk, then come and talk to me. Yeah, imagine your car ran on milk. Imagine you have to ride a cow to work and you had to feed it milk. No, you gotta they drink milk too. Do they? Cows. Yeah, maybe cows. Maybe. Um anywho, so uh you gotta think of the you gotta think of the good times in these sorts of um circumstances, you know, because I swear this will it'll suck you in, dude.

George 20:35

Yeah, I think so too. The negativity is so contagious, isn't it? Oh, dude. Doom and gloom, it's so fucking contagious.

Robby 20:46

Like, you know what I mean? Like maybe I should be paying attention. Because you know what? Like, no one wants to be the idiot who didn't pay attention and died.

George 20:52

You know, sometimes in hard times, I kind of get pumped up a bit.

Robby 20:56

Of course, this is what separates the boys from the men.

George 20:58

Yeah, and I'm like, let's fucking go. Yeah, let's go. And I kind of get excited. I know it's a bit weird.

Robby 21:02

Can you keep up?

George 21:03

Yeah, let's go.

Robby 21:04

Yeah, that's it. And I'm that's I've even thought that the other day.

George 21:06

And I was like, I was like, oh shit, this is happening. I'm like, you know what? Yeah, you fucking asked for it. Yeah, but also you said you wanted to be the greatest. Well, fucking man up, pull your socks up. It's a big big boy pencil.

Robby 21:16

When the when the good is going good, that's easy. Yeah, it's all about when okay, now all of a sudden it's not like oh uh how good are your sales now? Oh, there's only one type of home that's gonna proceed like that. Can you win it? Can you beat everyone else? You know what I mean? Do you still have it in you to now all of a sudden there's less jobs on the market? Yeah, do you have it in you? You know, can you people are are downsizing their businesses? Can you grow your business in this window? Because we you all know everyone, every most people know this. The biggest businesses were born in downtimes.

George 21:47

Yeah.

Robby 21:48

There's some stuff.

George 21:48

What's the opportunity?

Robby 21:50

There's yeah, there's some stupid stat around it about like the Fortune 500 companies, and a really large percentage of them had come to fruition during a down cycle. Yeah, you know, and this is just It's a cycle. Now how long it lasts, who knows? But ride the wave. Don't let yourself get caught in mentally and think of the times think of times that have just brought you fucking happiness. You know what I mean? Can you think of a particular moment where a a business made you feel like you know you bought a product or a service and it made you feel like wow?

George 22:28

Uh yeah. Yeah. Okay. Multiple times. Yeah. I'll share one really early on. Uh when I say early on, I mean like fucking 13 years ago. Early on in my uh in my relationship.

Robby 22:46

In your relationship? Okay.

George 22:48

Went to Nobu.

Robby 22:50

Yeah.

George 22:51

And it was the first time, like it was the first time I'd ever gone to Nobu. And I've never really done high-end dining, nothing like that. And I don't know what Nobu's like now. I don't even know if it's considered a really high-end restaurant, but at the time it was like one of the best at the casino. Yeah, it's meant to, yes. I don't think it you go in there for a quick three bucks sushi roll. But I went there and I remember sushi wasn't like three bucks anyway.

Robby 23:11

Aren't they?

George 23:12

What's going on? Post-war post-Trump. Fuel levy. You can get that on the sushi. So we went to Nobu, my wife and I, and it was the first time. I reckon no.

Robby 23:26

Okay.

George 23:26

I reckon, I reckon we were either engaged or some celebration of some sort. Can't remember what it was. Can't remember. Relax. It's 30 years ago. Can't remember what I did this weekend. Uh anyway, so we went there and I remember just the service we got. The food was nice. All right. No, no qualms about the food. Like it was nice, didn't blow me away. Not my style of cuisine, that high and dining, but very nice. But what's the food? You didn't like the food. I love Japanese food and Asian food as it is, but I thought it was I like Glenda's, which is down the road, and we'll just have a satay chicken with rice, and I'm pumped. But this was that higher end side of the things. Anyway, what I was blown away with was the service that I received. He, the the waiter that was there, he goes, Hey guys, how are you? How's your night? He goes, Have you guys been here before? I said, No, I'd never been here before, first time. Oh, great. He goes, Look, I'm gonna walk you through absolutely everything. And it's like from the moment we sat down and he gave us food, he goes, Let me take care of everything. I'll give you all your meals, everything you want to do, and blah, blah, blah. He came in, he sat down, he'd give us the meal, and he goes, Look, I want you to eat this, but eat it in this order. Right. So eat this first, lick that, smell that, touch that, whatever it was. He gave it to me in a way that we did it, and it really enhanced the experience of eating the food. It wasn't just me grabbing my knife and fork, shove it in my mouth. Okay, what's next?

unknown 24:46

Yeah.

Robby 24:46

So he gave me a few.

George 24:47

Which is how we were supposed to experience those sorts of Yeah, he gave me a real experience, and then it was it was fantastic. And then every time we ate something, they would come and clear the plates and give us fresh cutlery, fresh plates, fill up the drink again. Can I get you another bottle? Like I felt like I was the only person in the restaurant, and they were he was serving us and on that day, and that was it. And I've never been back since, funny enough, but that was probably one of the best experiences I've had from a service point of view at a restaurant.

Robby 25:16

Well, then you can go back. I don't know. I don't actually know. It's just never been. No, I do, but it's like I feel like you always like you always go, either have this ridiculous expectation. It could be, and it just never gets met. Yeah. Or you're just not a big fan of it. Because every time you go to like a nice place, you're always like, eh. And you're never like, but that was you're like, you always you just go and you sit, yeah. Um I think you must set the bar maybe much too too high. It could be, possibly, possibly. You went to I think it was Gimlet as well once. Oh, yeah, one of the restaurants in Melbourne.

George 25:55

Yeah, I wasn't that impressed.

unknown 25:56

Yeah.

George 25:57

I haven't been. No, it's like I'd I wouldn't, I wouldn't be, hey, go to Gimlet. I'd be I'd rather say, hey, let's go to meet and wine go and have a six steak. Like I would look at it like that. Um but yeah, anyway, really great. Oh, I would go back. I would go back, no issues. Uh I just haven't. I don't know why, but I haven't gone back. But I thought that was one of the best experiences I've had from a serving point of view. You just went above and beyond.

Thoughtful Gifts Beat Discounts

Robby 26:21

I've been um I've been reading this book about that. And it's called Um I'm still reading it, not finished it. Listening, actually. Uh and it's called Unreasonable Hospitality. And he talks about um how he's like it's a really good so far, like there's a few books now these days that I pick up and I'm like, hey, this is a sick book. This is a sick book. Uh I highly recommend Will something, Will Gidard or something like that. Probably fucked up his name. Bad, sorry, Will. Uh but it's called Unreasonable Hospitality and talks about how you can go above and beyond in the littlest of ways with your clients. You know what I mean? And restaurants are great for a great example of that. Like that person knowing the food and giving you the guidance on how to eat it versus someone who came in and maybe knew a couple of the dishes. Oh yeah, that's nice. Yeah, I like that. Yeah, that would be a very different experience. Like really, really different. And he shares this one example in the book where he goes through and uh they they manage a a big restaurant in New York, Brooklyn or New York, or some somewhere there. And um he talks about how they know that people in the restaurant where they would park, there was only one hour of parking or something like that. And he goes, So they'd notice that people were always getting up in the middle of their meal to go and top up the meter and come back. So what they started doing was they would train the waiters to go and say, Hey, hey, George, welcome, blah, blah, blah. They had the conversation. They said, Did you how did you get here today? He said, I drove. Okay, cool, where'd you park? He said, I parked on Smith Street. Oh, okay, cool. Uh, let us know what your what your vehicle is and we'll go top up the meter for you so that you can sit down and enjoy your meal. And then that person would be blown away by something so small. And that's a sick gesture, dude. I and wouldn't you? Yeah, you'd be like, What? You're gonna pay for my parking? Yeah, are you serious? Like, really? Yeah, like even if you said, I'm gonna give you the quarter and you get put it in. I was like there really but like you know what I mean. It's like, and the whole concept they're teaching in the book is like this cost us, you know, a quarter or two, yeah. And a few minutes, but it was just the input of the process along the way. Uh, and he gives another really good example as well, where they had uh, he says we had a a couple uh celebrating an anniversary and the couple called over the waiter and they said, excuse me, can we ask you a question? He goes, Yeah, he goes, We've put a an expensive champagne bottle in our house in the freezer. Do you think that's gonna is that gonna be okay by the time we get home? They forgot it in the freezer. And then the waiter wasn't sure, so he went and seeked advice from the manager and he came back and they go, Nah, it's it's gonna explode. So what they did was they took the key, they said, Give us your keys and we'll go sort it out for you so you can guys can sit and enjoy your meal. This is a really high-end restaurant. Right, yep. So, like the people working there, etc., it's like it's premium. So they gave him the keys, they went, sorted it out for him. They're like, Wow, what a how amazing! Thank you so much, blah, blah, blah. This is the greatest thing. Went home, found coffee, uh, uh flowers and chocolates. Um, so not only did that go Yeah, not only did they do that, but they left them a fucking uh an additional present on top of everything else, just for entrusting them. And it's like you just look at those things because like again, this I don't think this is a cheap restaurant. I think people going there are spending a lot of money, etc. So it's but it's like those things aren't just service that money buys you. You know, he gives this really good explanation of like he goes, what's the difference between service and hospitality? And then he goes, and he says this the best explanation I've ever heard for this was a woman who I never ended up hiring. And he goes, she said service was black and white, and hospitality was colorful. You know what I mean? Service was like, I did the thing, like hey, you know what? I installed your fucking lights, but like hospitality was kind of like we installed it, showed you how to do it, made you feel comfortable, bought you a present, came in a month later, made sure it was all good. You know what I mean? It's like going above and beyond in ways that no one really thinks of. Like because you need to you need to take time and sit down and have a clear head and just be like, what are the things that we could be doing here that really no one is doing? Like no one, you know, and I think that's a really good thing as a business owner to think about. I think you should take time out of your business, like now, like in the construction stage, dude. I'm gonna put you on the spot. What do you guys do for someone who settles a property?

George 31:10

As in when we finish the project, we'd often try and we'll get them something as like a housewarming gift, but I go, I see where you're going with this. Like, where could you go above and beyond to do something special? The one thing I've done in telling uh I know I knew it was my client's birthday on a certain time, and he was a massive Collingwood fan or something like that. And I had some contacts there, blah, blah, blah. And I was able to get him, I think it was a signed jersey by a player or something like that. And I was able to give that to him on his birthday. Now, he was blown away, a, that I remembered his birthday, and B, that I got him something that he really cared about because I'd taken the time to notice and have the conversation and understand what he knows and likes and all that sort of stuff. So um, yeah, that was a meaningful gift in that regard. But yeah, it's definitely something I think it's worth having a conversation, or we said having clear thought where you can sit down for 10 minutes and go, well, what could we do that's better that no one else does? Because I think it will go a very long way.

unknown 32:13

Yeah.

George 32:14

Well, it does. It does. I mean, we're talking about a moment that happened for me 13 years ago and I brought it up today. Hadn't even thought about it since, but that had an impact on me at the time with the service that this individual gave me. Now it could have been an individual thing, but I think it was a company thing on how this person was acting. But yeah, uh absolutely.

Robby 32:31

Yeah, but I I think it's just like the little thing because most of the stuff, it doesn't have to be like a super expensive or you know, but it's like the little, it's almost like the smaller the gesture and the more well thought out more it means. You know what I mean?

George 32:46

And um I remember once, you know, now that we're saying this, it's like all these little things are coming back, you know. It's like I remember once we went to Hamilton Island and there was a hurricane there whilst I was there, and my wife was probably six months pregnant at the time. Yeah, we were stuck on in Hamilton Island in one of the main buildings. Like it was it was just shit. It was fine. It wasn't that bad, the hurricane. Everyone says it was ridiculous. I thought it was like I've seen windier days in Melbourne, but anyway, won't go, won't go there, won't go there. But I remember speaking on the phone to Virgin and saying, like, we had tickets, we couldn't get on a flight. That was the other thing. We couldn't get on a flight because everyone all of a sudden was trying to book to get on a flight because all the flights got cancelled. So there was an uh an excess of people on the island trying to leave the island. Anyway, they're there and they're like, Look, this is when I was before I was had my own business or anything like that. And we're like, oh, you know, my wife's pregnant. Um, we need to get on this flight. And they're like, look, we've only got business class tickets left. And they're like, they're, you know, a thousand bucks each or whatever it was. And you know, it's at the time I was like, Oh, look, I can't do, I can't do that. You know, can you I can't afford that? Is there any way anything you can do? Can we do something? Blah, blah, blah. Anyway, they look, leave it with me, sir. And then they come back and they're like, Look, we're gonna um upgrade you to business because you guys are, you know, going through this, blah, blah, blah. And we're sorry, we want to help you out. And I thought that was like a great gesture. And I remember then thinking, you know, I'm always gonna fly Virgin as a result of the extra service that they'd just given me to get on this flight to go home. And um, you know, they're the sorts of things that can go a really long way as a business, whether you're big or small, just doing the little things because what's it cost virgin? Fuck all to put us into business, right? But it makes no difference. No, that's right. They still got to take a body from one place to the other.

Robby 34:24

Yeah, so the plane's still flying.

George 34:26

Yeah, that's right. And okay, yeah, you say the meal, but ultimately it really costs them nothing. But the goodwill that that put towards me and the company, and you know, let's just say social media was much bigger than I could have done a post about it saying how good Virgin is and got 50,000 views on it, and you know, that reach would have been great for them back then. So I uh I think in this day and age, uh, people will also tend to brag about that, not not brag, um, show it off for your company too. So think about the bottle of wine now and the flowers and stuff. If they had gone home and seen that, then the wife pulls out her phone to go, I just went to this restaurant, look at what they've done for us, they're amazing. Which is more of a reason to do it. That's that's the cheapest advertising you're ever going to pay for, and it just costs you some, you know, Cadbury favourites, you know. So there's um there's there's huge uplift in it in doing stuff like that for sure.

Robby 35:20

Um, yeah, but it's like, so why don't we do it? Because like I think I could honestly say I don't do it anymore.

George 35:25

Yeah, I think I, you know, thinking of it, I said when we were talking about this at the start of the podcast, uh, before we started, I was like, fuck up, you know, you're so right. I've got to do this. It's something that I have to put in, put some time aside to really think of and go, well, how do we make the experience better than anyone else is gonna give? Because all you hear is the opposite as well, you know, when it comes to builders, because you only ever hear the disaster stories, you don't hear the good stuff. It's always the opposite of what's going on in the world, and they're like, Oh, this builder's shit, and they don't do this, and they're late charge me this variation and that.

Robby 35:57

Imagine you say, Hey, how was your experience with your builder? And then the person responds saying, Man, I'm I'm I'm upset it's over. Yeah, like I'm sad that it's done. I'm sad that we're not gonna be able to do it. Yeah, I don't get the calls anymore. Yeah, and and I'm upset about it. Yeah, yeah, like I've lost the connection.

George 36:13

Imagine that.

Robby 36:13

Imagine that. It's like I'm upset that I'm gonna fuck something up in the house. I'm gonna put a hold of them. Bring them back, yeah. And just I did this, sorry, but can you fix it? Yeah, you know what I mean?

Culture Ideas That Scale Service

George 36:24

Yeah, um, and you know, I used to always say to my clients, and I still do, I said the intent, especially developers, ones that are continuously building, okay, my intent is for me to be the last builder you ever engage. You know, it's not just me building this project, it's me building the next one for you. And then when you have a friend or a cousin or a brother or whatever it is that wants to build, you're like, hey, like just speak to George, man. Don't waste your time, don't get quotes, don't do anything, just speak to George, trust me. And like, okay, cool, that's fine. We won't get other quotes, we trust you. And then move on from there. But it it comes with the territory of what do you need to do to make that happen?

Robby 36:59

Yeah, you know what I found. Um I think that like the whole book um seems to be about like going above and beyond. He shares a story at the start of the book where they got invited to the top 50. They got uh they ranked or whatever for the top 50 restaurants in the world. So the the top 50 restaurants in the world got all invited to like a gala dinner, and they were gonna announce who the top 50 was, starting from 50 down. And he goes, it was the first time him and his business partner were there. He goes, and we walked in, he goes, and we had never been there, we couldn't believe we're here amongst the greatest chefs in the world. We made it, you know what I mean? And then he talks about how they ranked 50th. So they were last out of he's like, and he goes, Yes, he goes, like, we're lucky to be in that room. He goes, but when you're last in that room, you're still last. Yeah, like you know what I mean. So they they they took it um in a really hard way. As a L. He took it as a massive L. And then he talks about the journey of how they they got there. And this is one thing I didn't know about restaurants. I don't know if they do this in Australia, but in New York, apparently, they do this thing called a family dinner. So it's like, okay, we are all on shift today. We open at five, we have dinner at four. So restaurants closed, we all sit down and eat together as a family. I think I've seen Glenders do it. Oh, really? Where they all have lunch together. Oh you know how they close?

George 38:20

No, I've never seen that.

Robby 38:21

Do they close?

George 38:22

No idea.

Robby 38:23

They don't close, they just do it. Yeah, and they all have lunch together. And I thought that was that was a really cool concept because it's kind of like you talk about like the book's got so much stuff about culture in it. And you talk about because it's like okay, when it's when your team's smaller, like yes, you can drive a lot of those things, but for it to grow, it's gotta come from something else. Yeah, like you can't just be you, you, that's right. You you um yeah, so I think I think there is real power in like just saying, okay, like how what would have to happen for people to say that? What the what would the experience have to be like for someone to try for me to leave here and for someone to be like, man, I I I'm actually upset this is done. Do you know what I mean? Like what would what would the experience have to be like? And just fucking lay out a bunch of ideas, yeah. Like what would it have to be like? And some of them are gonna be good, and some of them are gonna be bad, and some are gonna be feasible, and some are gonna be not, you know, start at the biggest extremes and be like, cool man, like if I walked in here and I handed you a thousand dollars every day I was here, you'd be pretty happy. Probably not gonna do that, but but it would make you happy. Yeah, you would leave, you'd be like, Fuck, this is over, spilling. Um, so it's like what are the things you can do? Okay, I can't give you a thousand dollars, but maybe I can um give you a chocolate, maybe I can bring something nice, maybe I can maybe imagine you captured the whole journey and they didn't know in a build, and you're building someone's like forever home, and then you capture the whole thing they don't know, and then at the end, like you hand them a video and you're like, Hey, check this out, check this out, and they watch it, and they're like, Fuck, like you caught that whole thing coming together, like we've got this video forever, we're gonna raise a family, it's gonna be like the family home, and now we've got the whole thing coming together live. Yeah, do you know what I mean? Everything from us sitting in your office to you know what I mean, like the whole thing to when we finally agreed to you to you know, 12 months or 18 months later, however long it's taken for it to go from design to completely finished, and now you hand us this this finished product along with the actual finished product, and it's like we had this conversation in your uh office boardroom, and now we're having this one at the new kitchen dining table of what we've made come to fruition.

George 40:41

Yeah, yeah, cool. Yeah, and some people would um would love to see that.

Robby 40:46

Yeah, it's uh yeah, I think it's cool.

George 40:49

I think it's very, very the book made me want to have a restaurant go by store somewhere.

Robby 40:59

Yeah, it's just kind of like oh like this sounds I know that feeling that the serving consumer feeling. Yeah, it's nice, it's like when people when I used to work at Mercedes and people would get their car washed and they weren't expecting it. Yeah, and then they'd walk out and they'd be like, Oh, you washed it, and you'd be like, Yeah, and they'll be like, Oh, thanks, man. Like, yeah, you didn't have to, and you'd be like, okay, I didn't. But yeah, uh, but they just appreciate that sort of stuff. Yeah, little things like that for sure.

George 41:28

Yeah, it's like I feel like I can't do that in a B2B business. I think you can. It's also being mindful not to do things for free that won't be appreciated because you might think of it as a really big gesture, you know, saying, Oh yeah, I'm gonna do this for you and it's not gonna cost you like because there's a level of expectation almost. So, say for example, I come in and we're like, Oh, we want an extra five lights in this room. I say, Oh, don't worry, I'll do it. Oh, okay, thanks. Like it's not, even though those five lights might cost me 500 bucks and I'm saying I'm not gonna do it for nothing, I'm gonna do it for nothing. I don't think there's that level of appreciation there. It's like that, I think it's almost entitlement to some degree, because it's like, well, I've just given you four million dollars for a house, you can pay for five lights. Like, you know what I mean? But and I don't think there's that much thought put into something like that. We're talking about something that's genuinely thoughtful.

Robby 42:15

Well, it's because it's the gesture is not yours. Yes, that's what it is. Yeah, is it not? Like, what is it that makes something? I guess when you look at it like that, like what is it about the thing that makes it so how how can something be worthless? Like the quarter thing, right? Yeah, which is like a huge gesture, yeah. Yeah, it's a gesture. Yeah, someone does that for you, you're like, fuck, dude, that is like brilliant, and then someone can give you something worth an exorbitant amount of money. And they're like, oh yeah, like a$500 thing, and you're like, What's the difference between the two? Like, how how do why does the difference?

George 42:52

The emotional connection with it and the thought behind it.

Robby 42:54

Yeah, but you will you wouldn't be happy you're getting free lights?

The Mercedes Client Who Taught Leverage

George 42:57

Maybe they would be, but I don't think you would get the same. I think they would be happy they're getting free lights. They're like, oh, you know, thanks a lot, that's really great. But I don't think you would get that same emotion out of them as you do the quarters or as you do the chocolates at the end of the day, you know what I mean? I think that's the the difference there. You know, I I think you've got to go, it has to be a little bit more either personal for that specific person. You know them, you know what they're like, you know what they're about, or it has to be like the car wash thing or whatever it is. You know, if I had a scratch on my rim, you know, not that I would do it, but if my wife scratched my rims on my car and then I took it to Land Rover and they polished that scratch out, I'd be like, that's fucking sick. Thank you. Like it costs a hundred bucks to fix that. All right, but I'd be like, that's amazing. I'm always bringing my car here for service. All right, little things, like what's the little thing that would get a big result in the uh in the long term?

Robby 43:51

You know, is it even about the size of the result? So you actually just made me remember. You made me remember a good person, okay? When I used to Work in Mercedes. So I was a service advisor. Right? So the person you speak to when you drop your car for a service. Right. You go down, there's a guy there in a suit, whatever. Hey man, I'm here to take my car for service, cool, sit down, blah blah blah. What's going on? What are we booking for? Alright, cool sign here. I'll call you when it's ready. That guy. Yeah. That's my full-time job, dude. And um I met this guy. I don't know how I met him, but you know, I think he just got served to me or whatever, I can't remember. His name was his name was Steve Abella. He was the head of procurement at Peter Rowland Catering. I I remember this, I'll tell you why. Because he he was a wheeler and dealer, dude. Like he knew how to get things out of people. So he would come and he's like, hey Robbie, how you doing, man? Blah blah blah. Uh what was the first thing? Oh, yeah. Um, yeah, man, I work at Peter Rowland, blah blah blah, this and that. He's like, um, follow the Melbourne Cup. And I was like, nah. Like, not really. Like, he's like, Do you want to have you been? I was like, nah. He's like, Do you want to go? I was like, sure. Like you're thinking, alright. So do you know do you know anything about the Melbourne Cup?

George 45:12

In Melbourne?

Robby 45:13

You don't know anything about it? You know what birdcage is?

George 45:15

Oh yeah, like the version of MCC.

Robby 45:20

Yeah. Yeah. So he's like, alright, cool, man. I'll get you some birdcage passes. Let me know you who you're bringing. Let me know who your mates pass and mate's names are. And I thought, I don't even know you, bro. Anyway, so I give him the mate's names and he comes in and he hands me six birdcage passes. They're worth like two grand each. And I thought, okay. And then dude comes back a month later for Christmas, drops off a coffee machine.

George 45:39

For you?

Robby 45:39

Yeah. And I'm like, what is cut like it was just like an espresso coffee machine, jumps off a whole bunch of pods. He's like, yeah, man, Merry Christmas. And I'm thinking to myself, who the fuck is this guy? Hey, this guy taught me a lot indirectly.

George 45:54

Yeah.

Robby 45:54

Yeah. And I if he listens to this, he still likes my LinkedIn post. I'd be pumped. I would love to, I'd love to connect. Because he taught me with in a way that was like I I witnessed by watching. Yeah. I I learned by witnessing, sorry, is what is what I'm trying to say. And let me tell you, he also got me tickets to the Formula One. Like full passes. Yeah. And um, dude, he's like, send me photos of you and your mates. And I'm like, are you serious? Like you know, and I send him photos and he comes in with passes with all our photos printed on him. And I'm like, fair enough. All right, whatever. You obviously got pull. Um let me tell you, whenever he wanted anything, he got it like that. I like when I say he got it like that, I mean he got it like he would say, so he to him now, he's connecting with big people, blah blah blah. He would say, uh, you need to protect your car in for a service. They've got an eight-week wake on loan, uh, an eight-week wake on loan cars. One sec. Robbie. Robbie. Yeah, yeah, no, it's coming tomorrow. And I would fuck up the whole system and give that person a loan car. Absolutely. Just because I wanted the coffee machine next year.

George 47:01

Yeah. But not even, not even you wanted it. You got it already. Dude, I felt like it's a lot of things. There's a level of gratitude. Yeah, yeah. It's also the oh 100%, man.

Robby 47:09

And then and then 100%. It's a great guy, man. I I would, if he ever wanted, I would always have time for him. Just because I've I feel like I was a kid and I didn't understand what was happening. And when it all came to an end, I kind of it kind of all came together. And when I resigned, I told him, I said, hey man, I'm leave it. And he's like, What? I was like, Yeah, he's like, Hey, he's like, Are you serious? And I'm like, Yeah, man, I want a job. No, and he's like, dude, he's like, I've invested in you. Did he say that? Yeah, and then he laughed, and he's like, nah, because I wish you're the best. That's not it. Yeah, but to him, that was his willing and like that's when I understood, like, oh, this is business. Like, you're I thought you liked me. No, no, you were just doing the right thing so that you had leverage. And he did. I swear to you, he did, man. He could call me at any time, and I'd like just bringing him to it.

George 48:01

But it'sn't even an obligation thing. You wanted to do that. Of course. You wanted to do it. Yeah, yeah. He was a nice guy, too. It's not like he was an arse who said, Oh, yeah, here's a coffee machine, sort of the shit out, fuck you. Nice guy. All right, really nice guy. It wasn't to be like, hey, remember that time I got you the tickets? Well, now you're gonna get me a fucking AMG to drive home as a courtesy car. Do you know what I mean? It's not, it wasn't an expectation, this is goodwill.

Robby 48:23

Yeah, he was a good dude. Great guy. Um, yeah, and he was the head of procurement, which is like he was like obviously wheeling and dealing and doing all this stuff, and he was introducing me to people that were like, I was like 23. And I was like thinking to myself, Mark, like these getting introduced to some like big players, and I had no idea I didn't know how to handle it. Yeah. Like I could have probably leveraged it better, but I was a kid. No, well, I mean, you don't know what you don't know. Yeah. Absolutely. Um, yeah, and look now, like you know, it's uh it's been 10 years and I'm still talking about him.

George 48:58

That's the impact it had. So, how could you, as a business owner now, what could you do so that someone's talking about you in 10 years' time, going, Oh, remember this? Oh, this reminds me of that time when I did this with this person.

Robby 49:12

You're gonna have to buy someone a coffee machine.

George 49:15

But hey, maybe they loved coffee. Maybe they love coffee that much. Maybe the coffee is one of their most favorite things. I'm just thinking now for my, say I'm building someone's kitchen, all right, and I know that they are just coffee connoisseurs and I know whatever it might be. And then instead of me going, here's your kitchen, oh, by the way, here's a state-of-the-art coffee machine because I know how much you love coffee. I've got to get one inbuilt one, all that sort of stuff. You know, here are the beans, or here's a year subscription to St. Ali coffee because I know how much you love it. This is our gift. Like that's what I'm saying. When you can give a handover gift or or something during construction, just something that has thought behind it, that will live. And again, it it kind of depends on the relationship you have with your client. It could be uh a one, someone that comes in for three seconds, or it could be someone that you have a relationship with for six to 12 months with in construction like us, or even yourself. You would have long-term relationships as well that you could um have stuff with clients. So yeah, having a think about what is going to be the most impactful thing with those people, whether it's big or small. You know what I'm saying? I love even going to a cafe sometimes and they give you a little cookie on top. I get pumped about that. I don't even want it, but uh, that's great, thank you. Having a little cookie with my coffee, because I love that sort of shit.

Robby 50:27

Yeah, so it's like where because there would be so many. It's like where are the where are the little gaps where you're like, hey man, you know, if I just did this and just did that, and we for three small steps we'd be miles ahead. Yeah.

George 50:41

Um yeah, I I think even Yeah, I I think it's huge. You can do stuff like that.

Robby 50:51

It made me it's made the book is making me want to provide a better service. That's good.

George 50:59

It's like the conversations made me want to do that.

Why Hampers Fail In B2B

Robby 51:02

Yeah, like it's it's it's cool, it's cool. It's there is no what's the word? There's like that feeling of like doing something for someone and they're fucking stoked or wrapped, or like even if it's the smallest gesture and you see them and they're like uh Yeah, I feel like you only get that in B2C though. I feel like in B2B everyone is so busy that you don't they don't stop and appreciate and because we used to do that, dude. We used to so when people would sign up, I used to send them a uh like a what's it called? Like a box full of shit. Uh like a hamper. Yeah. That's the word. Uh I used to send them like a hamper every time and I'd say like thank you for interesting us, blah blah blah, like we're not gonna let you down. Um and I just stopped.

George 51:53

I I don't think that's a bad thing that you stopped.

unknown 51:56

Oh really?

George 51:56

Yeah, have you received hampers?

Robby 51:58

Have I received hampers? Never.

George 52:00

Yeah, I've received a few over the years from trades, from people, suppliers, whatever it might be. And it's generally during Christmas time.

Robby 52:07

But it's like I don't This is everyone listening now. Take a hint.

George 52:13

No, it there's not much thought behind it. Like, I don't see it's nice. Like, don't get me wrong, I appreciate the gesture. Do you though? Yeah, well, maybe maybe not as I don't in the sense of like thank you. Like I do appreciate it. I'm not gonna be asking. Not a being a winker. No, no, like I genuinely appreciate that you've taken the time. We do business together. I give you lots of work, and you've said here's here's a pamper of you know, some nuts and this and that. Nine times out of ten, I'll get it and I go, I just give it out to the team. All right, here you go, guys. Well done. You know, thanks. I'll share it, I'll share it around. And that's great that I'm doing that, but it's like if it really meant that much to me, I'd be like, I'd be thank you. Like, are you serious? How did you know I love these uh peanuts?

Robby 52:50

Like what would be what would be something?

George 52:52

Okay, okay, I'm gonna give you some.

Robby 52:56

What would be something where like if someone sent it to you now uh to your office in Alban Park?

George 53:02

I'd say if it was something that I genuinely have interest in. Yeah, but say it was something like give me a specific example now, like hawk's ticket. Yeah, hawk's ticket, like specifically saying they know I go for Hawthorne or they know. So they okay, let's just say I'll be real specific. Look, just random now. I don't want this, so please don't fucking show up on my door with this. But let's just say you got me a golden microphone for the podcast. You know what I mean? Golden. Yeah, just something unique. Like, hey, I know you're doing podcasts, I listen to the show every now and then. I've just done my research. This is a hot, you know, the a blue microphone is meant to be the best in the industry. Here, I just got it for you. I'm like, that's fucking sick. Thanks. I man, that's so good. I would give them a shout out. Like, I'd be having it now. I'd have a blue one, you'd have a shit black one like you do now. Thanks. And I'd have a sick blue one, and everyone would be looking at me and going, Oh wow, George, I love your blue. We'd probably our YouTube views would probably go through the roof because I have a hot sick blue microphone. We'd have to change it. But regardless, we don't you'd have to get one too. Yeah. Well, they they wouldn't just or maybe they'd buy two. Yeah, surely. But imagine that. Imagine someone comes in and says, Hey, dude, like guys, I love your podcast so much, and I've gotten so much out of it here. Like that'd be sick. Because there's some thought put behind it. It's not just here's a hamper, I like your podcast. Because I would get the hamper and I'd probably give it to the boys and go, here you go, guys and girls, have some nuts and here's a bottle of wine.

Robby 54:23

Well, what is it about the microphone that would make you feel like I think is what if it was a weird microphone?

George 54:30

I wouldn't, if it was not, if it wasn't as from a quality point of view, if it wasn't as quality, quality is fine, it's like weird. It just looked weird. I don't know, then I probably wouldn't use it. But still, this I think the gesture is still there. Like, oh, that's kind of cool. Like, weird microphone. Why is it shaped in this why is it shaped like a banana? Like, you know what I mean? But cool, thanks.

Robby 54:53

Um, yeah, I don't know. It's okay. What else? What's another thing?

George 54:58

Like, I'm trying to think of what would experiential tickets, I guess, or things to do skydiving. No, well, that doesn't interest me. But if I did, if I had a huge passion for it and I'd been speaking it on on podcasts, and you know, someone had that there, or or maybe someone heard us speak about Porsches the other day and cars and then, like, oh, you know what? I've got this race day experience here, you can have it. I'm like, oh, that's cool. Like, there's some thought behind it because I genuinely like it. So I think as a client, now I would want to have, as in, sorry, as a business owner, if I'm looking at my clients, I go, well, what do they like? What do they have interest in? What would they appreciate? Not just me saying, here, I'm gonna knock off 150 bucks off this variation because you're a top bloke and I want to do something nice for you. Because I've found in the past, whenever I've gone something like, you know what, I'm not gonna charge you any margin on this variation for XYZ. It's like, oh, cool, thanks. Like it hasn't been received in a way that was like, oh, what? You're gonna take off a thousand bucks on this regist on this variation. That's amazing. Thank you. Yeah, so then you're better off charging them. I'm better off charging them spending a grand on them. 100%. You are 100% right. I'm better off charging them a thousand bucks and going getting them a brand new coffee machine because I know they love coffee. Yeah. Or spending a thousand bucks and getting them the best tickets at the footy because they love to watch you know Brisbane Lions, whatever it is, that would go so much further than me saying here's a thousand bucks. And that's what I'm saying with the hamper. It's like, well, okay, thank you. I appreciate it. That's great.

Robby 56:28

Do you think, do you think, because I I'm assuming you get all your hampers at the like in a all the trades tend to do it around Christmas time.

George 56:34

Yeah, absolutely. So some I have received them in the past just during I've received one from an I've received a hamper just randomly from someone who just wanted to do work with us. And said, hey, we love what you do, you know, just wanted to introduce ourselves. And I thought that was better because it was a random thing, and it's like, hey, this is our introduction. Can you we have a chat? We want to price up some work. And I got in touch with them, they priced up some work. I don't recall whether they won the project in the end, but it was still a good way to introduce and introduce and get introduced to me and the team. Um, but yeah, I think having a bit more meaning behind it if you know the client, and if you don't know the client, then what's gonna be impactful enough for them to go, oh wow, what a great gesture.

Robby 57:16

Yeah, something along their experience, like the the experience, absolutely water example, the car park, like you don't know that person, yeah. But you just gotta work out if they drove there and you know if they drove there and they parked on the street that they're gonna have to get up, and your whole thing is like, I'll stop you from getting up.

George 57:29

Yeah, and I'll stop you from getting a ticket, yeah, or I'll help you not get a ticket.

Reciprocity That Wins Loyalty

Robby 57:35

Yeah, it's like so either way, like whether they were gonna cop the ticket or get up, you've helped them. Yeah, you're like, cool, like whichever one it is, you don't have to do it anymore. Got your back 50 cents, 20, 25 cents, whatever it is. It was like the smallest uh cost for the biggest leverage, and I think finding those in your business is the thing.

George 57:57

Oh, I'll give you one. I had a client do this to me once. Once we were, I was building a client's house and he's he bought this um spit because he was cooking a lamb on the spit, right? And he goes, Oh, my mate makes these. He goes, Oh, great. And I was like, Oh, this is amazing. This is so good. And then he's like, and then he took notice of me going, I showing interest. Like, oh, I've got to get myself one of these. Like I was just saying it in conversation, I wasn't saying, go get me one. And then the next time I came on site, my client had bought me one. He goes, Here you go. I go, what's this? He goes, You said you wanted one, I got you one. Right. Now that thing was 600 bucks, uh, six, seven hundred dollars, something like that. And put it in the back of my U, took it home. I still use it today, right? But that little thing, because he knew I wanted one and I would use it, and I do use it often, and it's like the gift that keeps on giving. But mate, the the next time he asked me to do something for him, you know, oh George, can you move this way? Don't worry. Yes. You need five lights? No worries. You got 10. I'll put 10 new lights in for you. It worked the other way as well. Yeah, yeah. So similar to what your wheeler and dealer was doing with the Nespresso machine and the tickets, you know. So that was a way for him to get he did it out of the goodness of his heart. He didn't do it to get something out of me because we had a good client builder relationship. But you know, that's something I still use it today and I still think of him. I'm like, oh, you know, what a guy.

Robby 59:19

But so even if like, even if he did it in a way where he's like, that was his way of wheeling and dealing, I don't see that as a bad thing.

George 59:25

No, I think that's a transaction.

Robby 59:27

It's like good on you.

George 59:27

Yeah, it looks like I'm gonna get him for that. So then that way, you know what? If I need a few more tiles laid here, he's not gonna go, George, here's a six thousand dollar variation. He might say, Yeah, don't worry, we'll sort it out. So, yes, I agree with that. I don't have an issue with that at all.

Robby 59:43

Yeah, I think it's just good. It's smart. Do you know what I mean? I don't look at I have no doubt the person I was referring to was doing it as a business gesture. Like he knew how to get his way in a particular situation, and he was just doing he obviously had some type of leverage where he could give away those things and it probably doesn't affect him. Um, and I think it was he was smart, like that was a really smart way to go about it because you skipped the line every single fucking time. Whatever you needed, I was there. Yeah, you knew how to and I uh dude, I would I would jump, he'd call I'd answer, he'd call me a knight, answer. Like I'm serious client, yeah, but buy for coffee. Um yeah, wow.

George 1:00:25

So good.

Robby 1:00:26

I think that's um I think everyone can take something from this.

George 1:00:29

Yeah, me too. I reckon it's something you should really start on and hey, hand up, I'm going to. Yeah, I'm going to. I've got the opportunity where I can start to spend a bit of time and invest in this because I really want to um over the next couple months focus a bit more on some systems in my own business. But this is one of those systems. This is one of the things that I can start implementing and and doing.

Robby 1:00:51

Yeah, and it's like, how do you how could you make the person say, I'm I'm sad this is over?

George 1:00:57

I love that. I love that, honestly. I love the whole concept of how do I make my client say, you know, they say, How would you build? I'm upset that we're not building anymore.

Robby 1:01:06

Yeah, I'm upset we don't get to have our calls or our meetings anymore. Because the whole thing was just a fucking pleasure. Yeah, like it was so fucking good. I had so much fun. You taught me so much, we learned so much on the way. I had fun, you delivered everything we wanted and more, and you had all these fucking surprises along the way that I wasn't even expecting. And it's like, you know what I mean? And like, doesn't that sound so much fucking better? Yeah, like, and then it's like, imagine, yeah, that's what you're doing. It's like, yeah, that's what we do all day, man. We fucking create wow moments. Wow moments, how good. You know what I mean? It's like, yeah, like these we just blow them out of the water every single time.

George 1:01:40

We just get to watch people and take it a step further, like from my building perspective, you know, I'm always thinking about well, it's me, me, me, how do how do I do it? What about your subcontractors as a builder? What could you do to your subby to go to give them a wow moment? Yeah, maybe instead, yeah, or your team, or your team, absolutely. Give people wow moments in general. Because I can tell you what, if I gave my plumber a wow moment and said, here, here's some whatever tickets. I know his kid loves the wiggles. All right. And I'm like, here, man, some tickets to the front row tickets to the wiggles. Oh, what? What for? So, man, I know your kids love it. You told me the other day they they love it. Here it is. Oh man, thank you. So you reckon the next time I call him up and say, Hey, I've got a leak in this pipe, he's gonna be like, No, no, I'll be the next next 43 business days. I'm busy.

Robby 1:02:28

Yeah.

George 1:02:29

Right? Or he'll be like, okay, I'll come coming. I'm on my way. I'm in the car now. I'll turn around and I'll get there. So you're gonna get that from people. So I think it's a really good way to look at it and to do those wow moments. I love it.

Robby 1:02:42

Yeah, definitely something we could uh I think everyone, I think the world would be a better place. And you know, if you created those experiences for everyone, you might just forget that there's a war on. Boom. How's that for full circle, George? You like that on?

Builder Summit Giveaway And Free Tickets

George 1:02:58

That's sick, but you're not wrong. Maybe you just forget. You're not wrong. You're so focused on the positive that you can do and change in this lot in this world that you'd be like, what war? What are you talking about? Is there a war? Like Trump do something stupid. Oh, whatever. Whatever. We're creating wow moments. I love that. Let's trademark that shit. Wow moments. You heard it here first. That's it. That's it. Do you know what else will be a wow moment? What is it? It's when people come to the Builder Summit.

Robby 1:03:22

That is I I I believe look, I believe that is a phenomenal event. You know what? You know what, George? How do we make it better?

George 1:03:31

We can make it better by giving shit away. We could give stuff away to just make it that wow moment. And you know what we're doing at the next Builder Summit, Robbie? Let me tell you. We've got a Milwaukee toolkit valued at over$2,800 that one lucky person is going to win in each city. The Builder Summit in Sydney and in Melbourne. All right, we're going all out. Because I want someone, you know what? I don't have to do that. We don't have to do it. We don't have to give something away. But how cool is it when someone walks in there, the last one we did, and he won the prize and he's like, oh, what? Because I wasn't expecting that, and he won the prize. He ended up sharing it with his team and doing all this stuff. But it was a wow moment for him. That was something smaller, a gesture of our appreciation for them spending the day with us and coming out of that with something a lot more than what he paid for a ticket, that's for sure. Yeah, a lot, a lot more. But here's the thing: the idea around the Builder Summit is that anyone that attends, they're going to leave with a lot more than what they pay, even if they get a free ticket. And what we've done over the last really three years is we've really fine-tuned this event. We've made it something pretty special, I think. I reckon it's one of the best trainings out there. And yeah, I could say that I'm being biased and it's my own product and or something we've done together. But honestly, I've been, we've both been to a lot of trainings. You went to one the other day, and you're like, hey, 800 people here, or however many people it was, 500. And the people on stage is like, they gave no value. They they're hard to talk. I could hardly hear them. The product that was selling was shit. Like, and well-known people, like they drew they drew a crowd. But he goes, the whole presence, the whole presentation, the whole everything, it was like showboating more than it was providing value to the audience and actually me walking away learning something. And I think that's where we've really nailed this event and all the events that we do is people that attend walk out of the room going, I'm smarter and better for having sat in this room for a day with George and Robbie and the team, because we actually give you shit that you're going to use and will implement into your business and life to make it better.

Robby 1:05:34

I have zero doubts, and I can't wait till we uh till we get to see that wow movement.

George 1:05:39

Yeah. And man, how good are the events? They're just fun days. They're fun days. We all enjoy it for as a team, we enjoy it, but we also enjoy it even as a There was a period where it felt like it um it plateaued and I feel like it's picked back up. I agree. I agree. Energy, yeah. Not as in like because the number. were there. No, the numbers were there. I agree with the energy. I think it was I think that was my fault, as in from us, not the crowd. Do you know what I mean? Yeah, what do you mean I think our energy wasn't there?

Robby 1:06:10

Yeah, yeah, yeah, yeah. It was in internal not the audience.

George 1:06:13

It kind of became it was like a job. A task. Yeah.

Robby 1:06:15

It's like fuck I'm busy now and there's so much in I gotta go do this and go do a build a summit.

George 1:06:19

All right everyone let me change your life here sign here. You know you'll be great. Yeah you better now whereas now there's it find how to come back around there's a newfound energy towards it I think we're we're we're seeing I I think for me it's seeing the the change in people's behaviours.

Robby 1:06:36

Yeah and I think we're seeing people come back like come full circle now as well.

George 1:06:40

Yeah that's right there's been people that came to an early event and they're like you know what I'm gonna come do this again coming back around and give it another crack and away we go.

Robby 1:06:47

So I also think I also think uh we've got an like there's some reps now. Yeah yeah we're very good we we've gotten we've worked out what works well we worked out what didn't work as well and we had to try things that didn't work well.

George 1:07:02

We did we had events where we tried a certain um approach with a training with a learning with whatever it might be and we're like okay that didn't work at all people don't gel with that or that didn't come across the way we intended it so we had to mix it up and change it up from all avenues. Yeah this has been a work in progress. So the beauty about anyone that's coming to the next event that's already registered or about to register by clicking the link below is you are going to get the best of us. You are going to get the best of what we've accumulated in the last three years hosting events and bringing it to you guys for yeah it'll be the the biggest and best one. Yeah yeah yeah I completely agree with you I completely agree with you.

Robby 1:07:39

So we're very excited about it uh we hope that you get there you mate it's cost you nothing to be there it's very free tickets to get into the room you get a free entry into winning the grand prize and if you want a more grand experience if you want front row seats you buy a ticket and you get more entries as well you buy a gold ticket you get five entries you buy a VIP ticket you get 20.

Subscribe Share And Make Someone’s Day Better

George 1:08:00

So it increases yeah increases your likelihood of winning the prize plus you get the bonus material which we won't go into but Robbie offers a bit of bonus material there with social media audits and uh SEO audits and all that sort of stuff so you actually get stuff from having purchased a ticket but again we understand that fuel costs a lot these days and you may not be able to afford to buy a$50 ticket or a$200 ticket. We understand that. So if you are in that boat that's totally fine no judgment this is a free event because we want to make it easy for each and every one of you to get to the event that's it awesome thank you so much for tuning in today guys as always see you here next week we've got a special guest next next week as well not going to give too much away but we do have a special guest coming in we're gonna have a chat with him and share his story which will be fantastic and as always hope you subscribe and share it with all the loved ones in your family. Go make someone's day better. Thanks a lot guys