Monday Manufacturing Motivation – with Gail Robertson

Curt Anderson  00:00

Hey we’re live. Demon demon.

Damon Pistulka  00:07

You ready? I did a bunch of bunch of cleated in our house. We’re getting ready for Christmas. So I was like,

Gail Robertson  00:15

I was like I was gonna go Where is Saturday night?

Curt Anderson  00:18

Yeah, there we go. Hey, well, we’re pretty darn close. So, Monday morning and happy one day Bayman manufacturing Monday motivation is here. It’s December 5. We are live. How was your weekend? The Seon. What’s today isn’t the fifth?

Damon Pistulka  00:35

Yes, it is. It was great. It was great. We were able to Kurt. Remember the pictures we took not last summer but the summer before last. Last time we got together. We did some other stuff around Halloween. But summer before when you were up here. We were able to go to the Crabtree restaurant, Kitchen and Bar whatever it’s called and look at their chocolate factory and the E commerce all over there. And we were able to go over there on Saturday again and it did not disappoint. I’m telling you. If you ever have ever thought about a destination liquor store. It is it is that because I listened to one of the owners tell me about the we were going to select some tequila and he was able to help me select a fine tequila that was actually by I think the country music singer George Street. Tequila company. X is live into Yeah, exactly. Yeah. And I digress because we’re here to talk

Curt Anderson  01:36

with Gail well, so we are here to talk with Gail so with that, but, you know, let’s I’m one last note on that. They call it like the Disneyland for adults. It’s absolutely so what you have to do guys, you have to go to Seattle. You’ve got to stop by and say hi to Damon. Game is going to take it to the ferry go across the Puget Sound. And there’s a place Daymond I went to it’s called Crabtree was a client of mine and 2021 to chocolate manufacturer. And they also have like a 10 15,000 square foot liquor store and I’m going to say liquor stores. I’ve done it justice. No. High high class restaurant. It’s just an amazing, incredible facility. So Damon you got to hang out there this weekend with the wife what a great.

Damon Pistulka  02:15

Yeah.

Gail Robertson  02:17

And you mentioned our chocolate and tequila because you know that I said, I’m not everybody’s cup of tea, but I could be your shot at tequila. Oh God, I didn’t even realize that. Awesome. Drop.

Curt Anderson  02:29

Awesome. Drop them like so. Alright guys, let’s a list again. So hey, we’ve got if you’re out there, happy Monday. Hope you had amazing, wonderful weekend. You know hope you got your holiday shopping done with my dear friend Whitney. How about Whitney, you know kind of a show off? Right? So good morning to Whitney. She got her grown her grocery got her holiday shopping done. And so she big round of applause for Whitney.

Damon Pistulka  02:51

We’ve got a good job.

Curt Anderson  02:52

We got Dan bigger here. So we’ve got the one. The only the man mr. Process himself is here. So guys, drop us a note you want to connect. I don’t know if she needs an introduction or not. But is Gail now time right now. So Gail, Happy Monday to you. How are you?

Gail Robertson  03:11

I am great and is a happy Monday. I’m actually I actually love Mondays. Because Mondays to me are filled with like, hope like you just wipe slate that just awaits. Right. So yeah, I do like Mondays in Yeah. Because it’s like, lots of energy at the start of the week. Yeah. So yeah. And I love of course, Monday motivation. Minute ads. Right.

Curt Anderson  03:35

So he reacted, what a great word. You know, our theme today is going to be hope. I just had a type of this big thing today. You know, it’s all about hope. And so what a great segue to get out. So let’s dig in. I got a few questions for you want to kick off with number one? First and foremost? Are you sitting down Gail? Alright, it’s a non for this one. All right, first question. You know, you know, you might know where I’m going here. You’re ready. You know, a little girl growing up you. I mean, you’ve had just such an amazing career. We’re going to talk about you being a recovering journalist. We’re going to dig into that. I want to talk about your bed and breakfast. That was really fascinating how this translates and how you bring your superpowers to helping manufacturers and all sorts of amazing people that you help when you’re a little girl growing up. Who was your hero? Who was your hero growing up that just brought this dynamic, one phone amazing individual that we get to cherish every day, who was your hero growing up?

Gail Robertson  04:24

Well, you know, there was, there’s been probably a few but I’m going to pick one person, especially as I reflect back and that would be I’m going to say my mom, because my mom I realize now how much of an influence and a lot of the decisions she made and guidance she gave me at the time I thought she was mean I thought she was tough about it. And now I look back and go oh and she was the person that came with me. She showed up she came with me to every speaking contest I was in when I was in place she showed up. I remember one time I was in his play. She didn’t know my part. And I said this great line with I was shucking corn behind the barn. And then this woman slaps your grass and I could hear, and it was my mom. Right? So yeah, my mom was definitely someone who’s had probably a greater impact as I get older. And now that I’m a mom, I realized like, Kay moms are so important. Plus, the other thing is, especially, you know, I think about like, when you come out of someone’s body, like, that’s so powerful, right? When you think about like, even I tell my son, like, you know, you’re, you’re part of me, whether you like it or not.

Curt Anderson  05:40

You’re kind of connected, whether you like it or not. So I’m working with mom’s name. Joyce, Joyce, well, hey, big shout out and big hello to and a big thank you to our friend Joyce. And I’d say what’s fascinating, maybe just part of like that whole, you know, I don’t use, I’m not using the word aging, we’re just maturing, we’re getting more experienced, more seasoned. But you know, that famous line, I love that line. You know, when when the student is ready, the teacher appears when the student is ready, the teacher appears. And the thing is, that teacher might have been there when we were, you know, a teenager, maybe in college, maybe in our 20s. But it just took us a few decades to finally get that message that they were delivering. So even though the student wasn’t quite ready, when that message was delivered. I love what you’re saying. Because now it’s just really resonating. Aha, now I finally got it. Man. I wish we had the wisdom to take in that. That advice back in the day, right.

Gail Robertson  06:29

And my mom has passed on she passed on before my son was born. But I do see my mom and my son and I know she’s still she’s listening. She’s she’s around me. And believe me. There’s times my son will say things and I’m like, That’s my mom coming out.

Curt Anderson  06:47

Let’s go we got some awesome people here. J minds here today, my friend. How are you? And how about back to the Christmas shopping? What a relief to have it done. Now Dan asked, don’t you normally go on Christmas Eve. And we’ll see you on breaker. I’m right there with your brother. So hey, we’ve got Janney here, Janie in Michigan. We’ve got bail is. So Hey guys, Katie McDermott. And just lots of love to everybody here. Thank you for joining us. We have a dynamic conversation here. Everybody knows Gail now. So Gail, let’s talk let’s for anybody that I can’t imagine anybody that’s new to you. But anybody that doesn’t know your full history let’s go into so we talked about Joyce, your mom, but you kicked off your career as a journalist, I think Toronto Star than Windsor star. And you know, you are the Curia, the queen of curiosity, the Queen, you’re synonymous with curiosity. And obviously, you’d be a good reporter. And I think you have it right. In your bio, you’re like, hey, to be a great reporter, you need to ask not only just good questions, the right questions, like how can we be better question askers? How does that even a word, how can we be better?

Gail Robertson  07:53

It can be you know what the thing is that it’s about asking questions, and also asking more follow up questions. And you know, my process which I tie into curiosity, which is sign up, suit up and show up. So the signup part is the mindset, you have to really have that mind, which also includes an open mind. And then the suiting up is the research. So whenever I’m going to do an interview, or if I’m working on a project, that’s where you have to look for information. And that’s how you develop that curiosity muscle, and not just looking at one place. So I don’t only rely on Google, because Google does also, you’re not going to find everything on Google. I don’t think you do. But it’s one perspective. Same thing with mainstream media, which is where I came from. And where I’m seeing now we need to also look at you know, trade publications, alternative media, social media, and get that diversity of information. And when you’re doing that, that’s when you really dig into being truly curious. And, and then showing up showing up is then taking it to next level, which is sharing your story, because that’s how we, you know, expand and and grow is when we start to share our own stories and in manufacturing. Sadly, a lot of people don’t want to share because usually sometimes fear sometimes uncertainty, and yet, they have these great stories. And so yeah, that’s where I encourage manufacturers but others as well. I think everyone needs to get out of their own way and celebrate who they are and what they’re doing. So in terms of how do you develop curiosity, well use those three steps and look in more than one place for answers.

Curt Anderson  09:44

Yep, so I love it. So hey, you got some nice shout outs here. So I think you know this one right I think you know, in your, and of course, like David Christ, or hey, how about this one? We might have a new name right here.

Damon Pistulka  09:56

I have curiosity.

Curt Anderson  09:59

You know, great little ring to it. So hey, and I think I saw Diane Byers here. We’ve got, we’ve got Diane from tech today. So great Monday. So again, guys, if you’re not already connected with get out Gail, it’s kind of shocking if you’re not, but man, you want to connect with Gail here, drop us a note, let us know that you’re that you’re with us. And so let’s take it another step further. So we were talking about curiosity and really understanding that consumer behavior, if you will, I want to get into the bed and breakfast experience because I really I love I mean, when you think about what is more tasking than like somebody sleeping, and then like the you know, like, you wake up and you’re hungry, you’re hungry, right? Like, how do you talk about your experience as a bed and breakfast owner and how that’s translated into your expertise today as the curiosity queen?

Gail Robertson  10:46

Well, I often refer to my time running a bed and breakfast. That’s was my MBA, because I I learned about inventory. I learned about ordering items I learned about cleaning, so I did janitorial custodial work. I did it all. I did preparation. So I had to look at recipes I had to. And I learned a lot about the branding, because I talked about my famous biscuit. So my bed and breakfast was home of Gail’s famous biscuits. No, it was my mom’s recipe. And the first year I made them, I thought and again, this is where you have to remember, get rid of that perfection because I thought, Oh, they seemed heavy. They weren’t like my mom’s. But I served them. And all of a sudden people were raving about them. And I’m like, in my head. I’m like, but they’re not like my mom’s they’re not all funny. So over time, I did research and eventually each year, they got better and better. But people started talking about, like when they arrive on the island, and they’re like, oh, you know, when I say my name, the bed and breakfast they go, do you know Gail? I’m like, well, that’s me. So that’s where I learned about the power of branding and the power of telling your story. I own that story that I shared. And then people took it upon themselves. And when people were sitting around the table in the morning, they were all start sharing their story of a famous biscuit, a famous bread, and it brought back memories. Yeah, uh huh. So see now from a branding perspective, people connected staying at my bed and breakfast with these warm memories. So yeah, and obviously I saw I was the first person to have a one 800 Number, not that kind of one 800 number by and then I had, I started a website, and I learned all about and then I started asking this was going back a while, right, so the early 2000. And I would ask other organizations to put a link. I didn’t even know what that was at the time. But I said, Hey, would you put up and they would say yes, without charging me. So yeah, so Bed and Breakfast was a very big part of my life in terms of directing me on and this was even before I really got into marketing. Right? Right. Nice. Alright, so

Curt Anderson  13:00

let’s go into the biscuits. One more step. Okay. Yeah, making the biscuits. So what’s great, you know, they always say like music, you know, like, for those of us of a certain age, maybe you know, whatever. AGR you hear a song and it brings you back in Oh, Damon, like when you hear ZZ Top song brings it back to the days in the 80s. Right? Yeah. And it’s also like your taste buds. And how often when you travel, you’re like, Hey, how was the weather? How were the people? How was the food? Right? So that you’re really branding yourself as you know, the biscuit lady, right? Industry, that environment. Talk about, like, you know, you know, people go through challenges meet your bed and breakfast, they’re sick, they’re not at their best moods, maybe they’re, you know, arguing with a spouse, like, how did you handle like that face to face, it’s one thing as a manufacturer, where like, if somebody’s upset, and you get a bad email, and I have a moment to respond, or somebody calls me when you’re running that bed and breakfast, I mean, like you had to be like, on the spot, putting out fires, challenges, you know, all sorts of I can’t imagine I’m sure you’ve you have 1000s of stories, how was that like dealing with folks, you know, face to face on a daily basis like that?

Gail Robertson  13:59

Well, it is very much like any business and especially manufacturing, it’s all about to customer service and developing that know, like trust. So I wanted to build that relationship from the first time you know, from the phone call, so when I would take messages or when my knees work for me, like we’d always put notes about the person so before they arrived, I remember things about them. And and the other thing is, you know, we would do extra touches in the one room you know, leaving a plate of some cookies out and you know, if you’re good customer service that is going to overcome a lot of other difficulties. But the other thing is you don’t want all comers and I learned this very early on first year, you know, like I’ll take and then I went nope, so someone called and said, Can we you know make food and usually use a barbecue night like you know what? I have another so I’d recommend this other place and one time I sent like it was a big group to down the street. But then the next call I got I got like three cars couples booked in, it was beautiful. That’s the other key thing is knowing, like who your audience is right? And I knew who mine was. And then I also had I remember one woman came, and okay, it was clearly island. So there was a lot of bugs and you know, spiders and things. So from the time cleaning in the room to the time check in and she got in later checking, there was a spiderweb in her room, and she was incensed that that she was from Toronto, I think. And so she started like this the whole time, right? And I just, and I was like, I looked at her and I said, Is there anything that would make you happy? And she kind of went, no one ever called her on her stuff? Yes, basically. So I did because I thought and I said if you would like I will give if you want to look for somewhere else I will repay anyway she it was like almost like a something got her attention after that. She was a great guest. I had no other problems. But yeah, you sometimes have to dislike as much as you provide good customer service. You can’t please everyone. You just have to call it out.

Curt Anderson  16:07

I absolutely love it. Inger says Know your audience. And Damon real quick, you know Bonnie’s here, Bonnie, happy Monday.

Gail Robertson  16:18

I have a story out to talk to Bonnie about the whole week. I connect with her about the whole blood sugar thing and everything. So that’s she’s amazing. Oh,

Damon Pistulka  16:26

well, you’ll you know, when you told that person that I just want to backup to that. Sometimes we all need a little reset. Because they’re at your b&b to enjoy themselves. You’re trying to help them enjoy themselves and some of us without even know it will spiral down the negative. Yeah. And if you can stop somebody from doing that, I think that’s a great service. And they’ll appreciate you for doing that. After the fact maybe, but they’ll appreciate

Gail Robertson  16:55

1. She was having and she was taken out over. It wasn’t about you know, it wasn’t about the web, right? Yeah. And I think she realized because I was trying to accommodate and be nice and then and I said sometimes you have to be kind, not always nice. Yeah, being kind was like I’m drawing my line in the sand here because you know what this is now this won’t go well if you keep them nattering like this is

Damon Pistulka  17:19

no biscuits for you.

Curt Anderson  17:23

That’s the moral of the story right there. Guys, if you have a challenging customer, like Katie says, deliver Gail’s famous biscuit. Yeah, of course, indoor. She had a good line here somewhere. She said, you know, hey,

Gail Robertson  17:36

I shut it. It was just sometimes people there was they would think it was gonna be like nerve in the lake and pili Island, it’s very much more rustic. There’s a lot of bugs and fish flies and depending what year what time of year you come. So you really have to know where you’re going to travel to and somebody that

Damon Pistulka  17:51

don’t go into the country to get the Manhattan

Gail Robertson  17:54

experience. zactly

Curt Anderson  17:57

Alright, so let’s get into storytelling girl. So let’s talk about again. So you know, we all most everybody here again, thank you guys for joining us today. Boy, what an honor privilege. Love the chat box. Connect with gal. Keep your comments coming in any questions for Gail turn sharing her expertise, her passion? All sorts of fun stuff today. So tell us about storytelling. So for manufacturers, like you said, you know, it can be a little bit vulnerable, you know, so if I’m gonna if I’m like, hey gal, I hear you. I’m excited about this. I want to try to be a storyteller. What’s TMI versus what’s enough, like, you know, hey, when I was in kindergarten, I was playing kickball one day, like, you know how to talk a little bit about like some of the successful storytelling strategies that you’d like to share with your clients, with your folks, for our folks out there today?

Gail Robertson  18:42

Well, the best place to start is start what you know. And before you have to get into sharing anything, like I always tell people to don’t, you don’t need to do what I do. Because on my social people know, I do my tiktoks. And like, I have fun, and I like goof around. But that’s, that’s my personality. So it’s not out of my comfort zone to do that. But what I’d say to other people is like start talking about a project you’re working on, it can be work related. Don’t even think about sharing anything about personal or what you do outside of work, just share a story share a story of how you solved the problem. Don’t sell but instead share. You know what, what works. And the other thing when I work with clients, is that you they always know they have the answer. My job is to help them pull that out of the stack, right? Because when they’re sharing different ideas, here’s a little story of my son. He said he’s in a play this week. And this kind of I did a tweet about this because I had asked him I said, Oh, what’s the name of the play? And it’s just for school, but he invited me I’m very feel very privileged. So I said, Oh, what’s the vet and he said, Oh, it’s just our own play. The class all chipped in and wrote it and he said, so there’s no official name. So I said robot I said, okay, my marketing brain says you need a name. So I said, How about no official name? He goes, I love it. So it’s going to be no official name. So, and that got me thinking, see? I just pulled out the answer from what he told me. And sometimes keep it simple. Right. So then we want to overcomplicate things. So, in terms of sharing your story, just start start somewhere start with no official name.

Curt Anderson  20:23

No official name, drop the mic on that one, right. There’s no official name. So let’s slide into this. So recovering journalist, bed and breakfast owner, now you are delivering your superpower is making the world a better place with helping manufacturers exactly what we’re talking about here. Being curious, storytelling not being judgmental. Why manufacturing? What what what why is manufacturing so blessed to have gales expertise, talent superpowers? What made you what attracted you to manufacturing?

Gail Robertson  20:56

Well, really, it was about, again, back to relationships and about networking and connecting, much like I went from journalism into running Bed and Breakfast came out of there didn’t know what next. So I ended up being a fundraiser for a culture and recreation complex. And then the person on the campaign board hired me while I actually went and pitched him on top 10 reasons why he should hire me. And I went there 11 years. And see it is about owning your power, too. And I think over time, so then from there, a lot of changes were coming out about they were selling so I decided to go in and have a chat and say Listen, I’ll stay until you sell. And then how will we come up with an agreeable package and I will stay to the end, tie up everything and then I’m gonna go start my own business. And that’s what happened. So I sort of transition and I never really stopped, they went right from, they actually even allowed me to do some double dipping, I was doing working on this other project with their blessing. And so I stayed to the end. Then I went right out, I worked with PGA Canada golf event. Then, I had a few other gigs in base got into manufacturing by through a door getting opened and me meeting with Brian bending of kavaler tool, and we connected. He had a snake in his office, and I love snakes. And I think he thought maybe like, Nah, she rose really I’m like, Oh, can I put her on my neck? And he was waiting for going? I’m like, Yeah, I’m fine. Just leave me. So we became instant friends over that. So yeah, so I keep evolving. And that is actually part of my next journey, which I’m working on right now is going back to my roots, because I really feel we’re missing so much right now, especially in terms of mainstream media, and what’s messaging that isn’t really getting out. And that ties into manufacturing as well, because manufacturing has, especially the people behind the scenes. And I’ve been working in, you know, the people that make things that make things so in mold molders toolmakers. So, but I also have an interest, my niche is my diversity of interests. So I’m planning on working on a bit of a passion project to help tell the stories that don’t always make it into mainstream and don’t always get in the spotlight. And that will involve interviewing people. So going back to my roots as a journalist, and interviewing people about their why and how they are also doing things to change the world on deadline that was my mantra when I left university was I thought journalism was going to be about changing the world about being a Fifth Estate asking questions asking the tough questions. I’m seeing that not happening as much in some mainstream so time to roll up my sleeves and get serious.

Curt Anderson  23:50

Nice. So we started a new network like the gal network or what are we talking to

Gail Robertson  23:55

kind of go down the road? Yep, I’m my I already have my you know, my Gail now and my be curious, not judgmental. I’m starting to that came about through watching TED law so and when we are curious, love it, we can’t be as judgmental and unfortunately, we’re seeing and again I mean, the whole media landscape is changing as well. And the other thing that’s been weighing on me is this polarization of views right we have with these extremes and it’s not you talked about hope right hope at the start of the hour here and we need more hope we need more kindness we need and I don’t mean kindness in a you know, let’s all be nice and we need we need to truly be kind to ourselves to our planet to each other and we’ve lost like people now we’re saying if they disagree with you about something politically, oh, you know, I’m gonna block you I’m not gonna follow you like don’t Christmas dinner. That is not healthy. And yeah,

Damon Pistulka  25:02

Yeah, yeah. And this, like you said, if you’re curious, and not judgmental, you don’t know why somebody says what they say why they act the way they do, you have no idea until you really understand. And it tastes curiosity to understand. Because even at the point that you may disagree with whatever causes them to be, you at least understand at that point, and you go, it’s like, there’s no way everyone’s going to agree. But better understanding will allow us to come up with better solutions and, and just better society to be able to live with each other holy heck.

Gail Robertson  25:44

And I, I’ve all in all my days as a journalist, and I’m shocked sometimes to hear other media people’s lives, but like, I am not in favor of censorship. And I think, especially over the last couple of years, censorship has not been a good thing for our world. Now, there’s all sorts of we need limits, yes. But as soon as you suppress, and I said, once you suppress anything, suppress views, beliefs, it’ll come out another way. And we’re seeing that I mean, back in the day when I was in journalism to a lot of media said, you know, the web would be if I lived through that. So I have first hand experience of remember being told social media, the web was all like, it was going to be a passing fad. Media dug in print media, especially dug in. And now we’re ready to see guess what, there’s other alternatives to go get your news, and people are using them. And I just heard this from a very high level, someone connected to high level printing is that the next thing is going to be like nonprofit media organizations, you’re gonna start to see more of these people delivering news and I’m already seeing that. I know in Canada, here we’re seeing it with a few of those alternative media popping up to

Curt Anderson  27:01

Well, speaking of alternative media, we I guess we’ve written Daymond this is kind of an exclusive right here, if you will.

Damon Pistulka  27:13

And, and

Curt Anderson  27:15

I’m gonna be coming out right here. But you know what I’m gonna, I’m gonna backtrack. So Bonnie says, I love behind the scenes storytelling, let’s get back into storytelling, then we’ve got a question here. And I apologize not true. Do you have a process in place to collect feedback on your product? So what do you think about that question, Gail, would you have a process

Gail Robertson  27:33

feedback on which product? No, do you mean, like, a process to collect feedback on? I guess I just want a bit more clarification, whether like, my feedback to me or feedback, I think the question is, is there a process to collect feedback from people? Now, there are processes out there and I’m not really equipped to say exactly, I’m going to take a little sidestep here. But if the person wanted to get DME I know there are different other platforms that you can gather, you know, information, social listening through people. You know, commenting online, so that’s the question. There are platforms out there. And yeah, that would be

Curt Anderson  28:21

so let’s That was perfect. And so and again, whoever jumped that comment if you want to continue on

Gail Robertson  28:26

Yeah, me because I don’t see the name. So yeah, or drop, you know, drop. GALEN note. We’d

Curt Anderson  28:30

love to have a conversation. But Gail so let’s talk a little bit more about storytelling. So you mentioned Cavalier to tool you’re doing a great job there. I tell you the past couple years, you know it’s been an honor privilege becoming friends with you. You’re a dear friend of our show. I know now I can always take a vacation my family and you Sidon. You have your weekly, LinkedIn live. You did a great, amazing jam session I think was back in the spring Damon, you were a guest raise a gunnel. Your show. So you’re just really just a fierce advocate for manufacturing, bring your connector, bringing people together. So let’s talk about that storytelling is you’re advising folks who are Cavalier tools, other folks that you’re working with Annette storytime, let’s take it a step further. Okay. So manufacturer, they’re out there. They’re like, Man, I’m really enjoying this. I like what you’re saying. I still want to go this is brand new to me. I still want to go a little bit further. So the start okay, like maybe the story about the company story about some of the employees maybe story about your services, your proprietary process? What are some other things that you can tie in? Like would that storytelling to help those manufacturers like really get momentum in connect with those ideal buyers by sharing their story?

Gail Robertson  29:37

Well, the best thing I usually recommend people to do is to start a file where they collect stories, write stories that are happening on the shop floors, or is that are happening with stuff, and they’re often very simple. And here’s the best news for anybody listening that’s going like because usually the first thing I hear is, Well everybody does that. Well everybody may be doing it but not everybody is talking about it not Not everybody is sharing those stories. So the best thing to do is to start with your story because no one even if someone else down the road is doing something very similar, no one is doing exactly to what that company is doing. And Cavalier is a great example of that. Now, it just so happens that it’s led by someone like Brian Bednarek, who has like a pretty brilliant mind in terms of, he looks around corners. But he also, one of the lessons early on I learned for him is he said, like, when it comes to recession, or even during COVID, he just not buying into it. It’s like there’s work to be done. And when you’re diversified, even during COVID Guess what they do? A lot of they don’t only do automotive, so they people were still needing big totes, people were still needing ATV people were buying still those items. So you know, it’s it. Going back to your question of stores, it’s about just starting with your individual story and not getting in your mind that other people are doing it or it’s, you know, it’s going to be boring the other kiss, keep it simple. I’ve, I’ve dealt with this. Sometimes they’re like, Well, that seems so simple. You have to remember you’re writing sometimes for the client, sometimes for the algorithm. And sometimes because it’s not only a lot of times manufacturer, they think the only person reading this is the engineer the person that they’re dealing with, well, guess what? You’re being vetted by the financial person, it even could be a CEO that has no idea even how a mold is made. So they want to go and understand your workplace culture, they want to understand the process. And those are all, you know, ways to get in front of more eyeballs.

Curt Anderson  31:45

Yeah, absolutely. And I think Gartner has a report that came out this summer 83% of b2b buyers now prefer doing business online. You know, millennials, you know, and even even us older folks, you know, we don’t like picking up the phone anymore. It’s like, gosh, can I just have this information? Now? We’ve got a couple more great comments here. So Dan says, you know, yes, the process is just asked a demon. I don’t know if you’ve been following Bonnie’s posts, I suppose. So she’s doing an amazing job. I have I’ve I’ve samples right here, our dear friend Bonnie with goal is Damon, you got your goal is right there back here. Yeah, she has, this is phenomenal. And I’d never thought of this. I just want to share real quick, she’s getting reviews from folks that are doing that are disabled, or I think and what their fine, like parents are reporting on how like, you know, kids that are disabled are now able to use her product. What a great emotional story because now she’s not just solving a problem. She’s like, making a bigger difference in society here. And so, you know, now somebody says, Let’s see consistently, and of course, your biscuits. Are there. Right? So, yeah, okay. So let’s try to and so all right, manufacturers out there. They Okay, storytelling. Sounds great. gell Mann, I don’t know if I can sit here and type out a 300 word blog posts or like, you know, what are some strategies for manufacturers that are not, you know, a gal, I didn’t go to journalism school like you did? How can I get those stories out there that stop being the best kept secret? Any advice for folks?

Gail Robertson  33:16

Well, there’s a couple of things now, one is you, you can seek out how you can hire someone, you can hire someone to work in your company, or you can seek out, you know, consultants, you can seek out support people, I usually come in and help more from an overall strategy perspective. So to answer that exact question is, where do you start? Because a lot of times, people, they think, Oh, should I be on all platforms? Where do I start? How do I, so I usually come in and help overall strategy. Now someone like anger works with me as well, and also has her clients working with coaching to get people on LinkedIn, I do recommend starting LinkedIn as your like, if you do nothing else, make sure you are on LinkedIn. And she’s had phenomenal success with getting people to understand get their page optimized, and then just do even if you do a post, once a month, do a post finds that month, there’s the recent status just come out 5% of people are posting on LinkedIn. So that means that there’s a whole lot of other people just lurking and watching. And your competition is likely not anywhere near doing anything. And if they are, well, you better take note. The good thing is the when I’ve said this for all the bar is still set pretty low in manufacturing. Yes. So do just again start and it’s you know, we bring in people to help with accounting we bring in people to help with it. You bring in people for human resources, but people think, Oh, well, I have a computer and I can type it and it’s like writing, right? I mean, my area of specialty is in that because of my journalism background. I also am very good at how to write a news release, how to do public relations and how how to position your messaging. So this is something we’re recently I’ve started doing even outside of manufacturing is helping people develop their messaging. And like my son, right, like that’s a really good example is no official name. They just need help because they’re like, oh, I don’t have a name. Yeah, you do. And you Oh, I don’t have a story. Yeah, you do. Everybody has a story in all my years as a journalist, I’ll tell you, whenever I went to interview, everybody has a story. You just have to tap into it

Curt Anderson  35:35

we’re dropping the mic and that one, Damon are just dry. Everyone has. Gail, you know, it’s lunchtime. We need to we just need to savor those words. Okay. So I have to say, a couple of recaps here. So this has been phenomenal and you know, think about the manufacturer out there I don’t know about you like Damien, Idaho sell business 100 years ago, my 20s And like, I know my buddies when I answer the phone, they’re like, dude, like you something you’re mad, you know, like, we’re, you know, like, you know, manufacturers who kind of have like the MO of like, you know, hey, Joe’s Joe’s bent metal Bender, you know, like, it really, you know, those days are done, you need stronger customer service. You’ve really done an amazing job gal talking about knowing your customer. In your job to note know your audience, you know, Damon, we always like condom soulmates know, your soulmate, Gal, how, you know, what do you advise your folks for? Like? How do you really take that deep dive to understand your customer? You know, so it’s that entrepreneurial curse? I can be so I can solve everybody’s problem. Anybody needs metal bend, I can bend it. Anybody needs a circuit board? I can manufacture it. How do we help those folks like stay in their lane? know their audience? How do you help your clients? Because I know your firm like I love like, I love working like You’re like the hard coach, right? You’re not like the good cop, bad cop, like you’re very firm cop when you need to how do you help those people stay in their lane?

Gail Robertson  36:53

Well, I think the question was, how do you find your audience? Right? Like how to Okay, so

Curt Anderson  36:59

how do you help people stay like stay in that lane? So you’re not like fighting? To find your way? And let’s go in this. Let’s hit this industry. Let’s go over here. Like how do you help people like really stay focused? Knowing their audience?

Gail Robertson  37:10

Well, number one is, you know, write it down. But the other thing is, look at your current clients, your current customers, and where are you getting success? Where are you? And I don’t just mean financial i This can also be Who do you like working with? Sometimes you can have a big ticket client, but they give you so much grief, so much stress, that is that you have to decide, is it worth it? Because and then sometimes they may, you know, not pay their bills, and you’re chasing them down. And so it really comes down to finding that combination of you know, people that you like working with, and then in terms of what is it they need? Well, ask the ask them to and I think people don’t think to ask like, either ask your clients and customers, what is it they what benefit did they get from you? And you know, also what questions do they ask you and I say this in the sales world with manufacturing is that when you’re at a trade show, or when you’re on a phone call, or someone reaches out to you by email, what are the questions are asking you and I’ve even asked this this was send me the questions. And it was interesting. A lot of them were very similar. ply them are really simple. So if if those are the questions getting asked on social media, getting us an email, just do a post answering that simple question. And so as I said, a lot of times my role is just to help more facilitate and guide people because they know the answers. It’s not like I have to go in and they’re the experts. What I’m the expert at is helping them clear away. Now here’s another analogy that I have, I have a woman that comes and helps me with organizing. And we’ve transformed one of my rooms into it was a word or two now it’s like she came in she had a vision. And I have now all my clothes are hanging. It is life changing. Because now when I go away, or I’m deciding with her, I can see everything in one room. So this bedroom has now been converted to my wardrobe and all my shoes now are on one big like, wall of it’s actually a former bookshelf has all my shoes. So, but I went she’s an expert in that. And I’ve learned I have a bookkeeper, why don’t have a bookkeeper because she tells me stuff throughout the year. Okay, you’re a little high here a little low here. You can spend more here and we don’t go to find experts in areas that we need help in and it pays dividends, right?

Curt Anderson  39:31

I absolutely love that. And so Barney jobs note it’s okay to say no, if it’s not a great fit, I’m gonna be mindful of everybody’s time we’re gonna start winding down here. Customer service, like I said, you know, so it’s a little bit you know, again, for manufacturers they have you know, maybe half a small manufacturer might have half a dozen customers that they’re used to dealing with, you know, maybe 1020 And again like, you know that that real buttery customer service wasn’t kind of like in their MO You know, like I said like, kind of the answering the phone thing. What advice suggestions you have for manufacturers are like really stepping up their customer service game, like how do you give that like that? You know, like, you know, when you add your bed Bed and Breakfast, the biscuits like that extra touch, you did all sorts of different things as manufacturers, we typically didn’t have to do that. What are some suggestions advice you have for customer service customer service strategies that really give them a competitive advantage? Because odds are their competitors are not?

Gail Robertson  40:22

Well, this is where again, doing some research asking clients, you know, what is it? What benefit do they feel they get from you and listening to them. And then, I mean, there’s some basic things people people like to be appreciated. So send them a note of appreciation, people like to hear from you, not just when you’re trying to sell to them. I mean, back in the day, I remember when insurance people used to send out birthday cards to people, I remember suggesting this back when I worked in insurance, they didn’t always want to listen, I’m going, you know why getting a birthday card, like, especially now sending a birthday card, people wouldn’t be thrilled because and not like and actually maybe have it signed by a real person. You know, like, simple. Sunday, again, we want to overcomplicate we want to get the big giveaways, and often even when I’m at churches, I said instead of just, you know, the massive junk that people are going to take home, I said, think about your top level customers and giving them a targeted gift for them. And it doesn’t have to have your brand all over it. Because think about if you give them a gift, they’re gonna appreciate they’re gonna be thinking of you when they are opening up a line or when they’re like. So make it more personal. And just, you know, also make sure your staff are also trained properly. The gym I go to, I love, I can’t move that I love the gym I go to I’m going to shout out to my body here in Windsor and in Canada. And one of the things they do well, when I met with the manager, she was amazing. When I walk in in the morning at like quarter to six for my first class. There’s someone at the desk saying good morning, and when I leave, they say Have a good day. All of the instructors I don’t know. And it was interesting. I asked the manager I said, By the way, everybody here like your staff are amazing. She started out in custodial. Yeah, she knows in the game is spotless. So she’s worth every job. And I think that’s really important too, is looking at your staff and investing in not only the people you’re trying to sell to but your staff are all your best marketers, your best recruiters. And that’s a big part of customer service is making sure you treat your staff well. And it’s not always about money. It’s about you know, saying thank you the many times like I’ve had a boss or someone send me a note of appreciation. Wow. That is that’s very powerful.

Curt Anderson  42:46

Okay, that’s a theme. And I think that’s number three, if I’m keeping anybody out there keeping track of my track moments right there. So that was, you know, I want to recap that real quick. You know, just you know, what’s the line, how you do anything is how you do everything? How you answer the phone, how you respond to the email, you know, Bonnie says, you know, response, you know, timely is a big factor. You know, when somebody sends you that email, obviously, they you know, they send it to you, for a reason need it quickly. So again, a lot of those super simple things, right, just keep it super simple. Like those little things go volumes. Before we close out, we gotta give a deer, we got to give a shout out to our dear friend David Chrysler, let’s talk about processes. I know. You’re really digging deep. You’re super excited for 2023. That’s why we’re having you on here today. Coming into the closing out the year. Talk about I’m like that when David’s around man, I like pen is in hand. I’m like a sponge guys. Absolutely brilliant. Talk about like, what he’s done for you or just processes, what you’re excited about for 23?

Gail Robertson  43:46

Well, Dave and I have been having some regular chats of late he definitely I remember hearing him I think on your show, Damon and I thought now there is someone who simplifies process, like his process was things like, uh, like no one wants, it’s like, you don’t want to start it. David makes it interesting, because he’s, he kind of is that motivator and actually says, like, know what you’re doing, like, just use a spreadsheet, like he, he doesn’t feel you always have to do the most complex kind of like, like what I believe in, start where you are. And the other thing I want to say is this Wednesday on my show, David is coming on at 1pm. Wednesday, I’ll do a little plug here because we’re going to be talking and since we’re winding down here, we’re going to be talking about just that as weed year near the years end. You know, instead of getting stressed about process, you know, really wants to start everything new the new year we’re going to talk about what to do in terms of process and planning as we head in towards the end of the year giving ourselves Grace at times. So ya know, David is and David had we’re going to talk about his new project. And yeah, he’s he offers such a great information inspiration. And yeah, Keeping it simple

Curt Anderson  45:02

keep it simple I so I want is we’re man gal, I could keep this going all day. So first off everybody in the chat box, please connect with each other because man, everybody on here is just so gifted and so amazing. They bring such incredible value here on LinkedIn. I’d say like you guys just enrich in my life is that is that word right enrich, enrich. And I know whatever it is, man, I just feel so blessed to have everybody in this chat box. David Whitney, Bonnie Indore, every union buddy, Diane Janney. All of you are just so amazing out there. You know, I wanted to take a step back on that customer service. I’m out yesterday, my daughter calls me she’s like, where are you? I go, why? She goes, you just got a package and I want to open it. And I’m like, what was it from? She’s like, it’s one of your some of you do business with? And like, Well, go ahead, open it. It was like amazing, incredible cookies. My daughter was like, just nine. Do you think like that brought some like loyalty to me when? Happy wife happy daughter. Do you think that really so that was such an amazing, incredible classy touch. But it could be just as much like writing a note. You know, if you’re manufacturing, you’re sending off a pallet or something. Put a little note. I hope you have an awesome day today. I mean, what a shocker for somebody in receiving to get I hope you have an awesome day. Right Damon?

Damon Pistulka  46:17

I’ll take it one further. Please do. You’re sitting there working with your clients. And you’re finishing up with them. How hard is it to say you know what? I really enjoy working with you. Yeah, yeah, I really enjoy it and give them a couple why right mean just tied into you’ve thought about this enough to really make a difference a couple of ways that we just said a couple of why’s Why not a couple of wine?

46:43

A couple of why I couple of wine

Damon Pistulka  46:46

a couple of wise wise because Why do you like working with him? I like because it’s challenging. I like it because we get to solve things and I like it because we’re in the in this together you know whatever it is that you’d like about it but that that is that consistent thing that you can you can tell them

Curt Anderson  47:04

right the thank yous the smart you know, just these Yeah. It’s funny, like what a little thing can take so Alright, guys, we covered so much today, man. This was just a masterclass. We’ve talked about a recovering journalist that’s turned into this curiosity queen, you’re talking about a new network, g n n that’s coming out in 2010. And you heard it here, first game, and we got an exclusive. We’ve talked to drop on the GNN manufacturing. We’ve talked about storytelling and how powerful that can be. We gave a shout out to date biota, you guys follow David Chrysler, on LinkedIn, his videos are top notch, his posts are top notch. And of course, we’ve got Gail now Wednesday at one o’clock Eastern time, they’re going to be geeking out just taking this process strategy even further. So Gail, as we wind down, I asked you who was your hero growing up? I’d like to ask you coming into 2023 bluebird holidays, New Years, it’s like opportunity for fresh starts. Who are what is your inspiration? Closing out? 2022 coming into 23? Who are what is your inspiration?

Gail Robertson  48:13

Well, there are a few but I’m going to give a shout out to someone who has has been a very special part of my work life, but also personal life at times. And that is anger because anger has been someone who you know, she has her own aspect of curiosity. And it’s been amazing to see her growth as well in terms of what she’s doing and how she’s able. And, you know, going back to that good cop, bad cop a lot of times, he’s the more gentler, kinder coach when it comes whereas I’m like, Okay, here’s what you need to do, I’m going to tell you to sit down and listen. So that’s why I said, I’m more of a strategist, she’s a true coach. So I would say she is someone who has often asked me some really good questions at times to help me think because, you know, as much as I’m curious, asking other people, sometimes I need help pulling those ideas out of my brain. And so, but we

Curt Anderson  49:13

know none of us can do it alone, right gal takes a village, it takes a village to raise a business and boy, we’re out there just everybody’s working relentlessly. And if I’m not mistaken, when you had your that fun jam session that you did, I think it was back in the spring. I met in Gore, I met David Chrysler. And so thank you for all the amazing people that you’ve brought into my life. And just this LinkedIn world is just such an enormous, incredible blessing for all of us. Great shout out or inspiration for next year. So I guess any parting words of wisdom, anything that you want to share with the folks as we close out our day today?

Gail Robertson  49:46

No, just that I encourage everyone to be curious and not judgmental, and to think about, you know, what can you get curious about for 2023 and also to give yourself Grace for the rest of this month, that as we lead in, not everything, you know, I’ve done that with myself. Like, I don’t have to launch everything at the beginning of January. I can launch it when I’m ready. And I encourage other people to sometimes, too, it’s just starting that process. And that’s what David and I were going to talk I was very mad because see, we’re going to talk about that and, and how to plan for your end in a way that can help you enjoy because I think with everything happening in our world right now we have to find those hope and joy.

Curt Anderson  50:34

Yeah, absolutely. I’d love in so as we move out, I absolutely love that in Garth, thank you, guys. I man, my parting thoughts and that was another moment of silence. Damon was like, great, give yourself a little grace. And just you know, everybody out there is working relentlessly given 100% and sometimes boy on the days and it’s not going quite as you hope or expect. Boy be a little you know, little forgiveness to yourself a little grace to yourself can go a super long way. So he takes a village here, right,

Gail Robertson  51:05

huh? Yep. collaboration, collaboration. That’s not a collaboration. So

Curt Anderson  51:09

hey, guys, you are not alone. Wherever you’re out. There are awesome, awesome people in this chat box. Please connect with everybody. Most importantly, connect with our rockstar guests today. So everybody, if you’ve been hanging out in your seat, maybe it’s time to like give a little stretch. But go ahead, stand up. Let’s give Gail a massive standing ovation for really just sharing her passion, her expertise, your experience. Gail, you are such a blessing to Daymond. And myself, we love you, we adore you. It’s just it’s such an honor of being in your circle. Just you just spread positivity. Energy, your enthusiasm is just off the charts. And so thank you, thank you, thank you for what you do for manufacturing. We wish you your family just an amazing magical wonderful holiday season. I know you have some travel plans coming up. So we wish you healthy, sell safe and just just full of love through the month. And a margarita

Damon Pistulka  52:05

and a margarita good tequila.

Curt Anderson  52:08

So we’re gonna close it out. So hey, my last one is our dear

Gail Robertson  52:14

yes I am and you know what that’s I want to thank if I can say this, I want to thank both of you for all that you do as well because you know when I think about your show on Friday, and everybody that you’ve helped get connected and helped us all connect, and I definitely love when when I can fill in on your show because it’s very fun and always cool people so thank you.

Curt Anderson  52:39

Well, we’re looking forward to big 23 So guys have an amazing rest of your week. We’re back here Damon. We’ve got Damon faces a business every Tuesday and Thursday six o’clock Eastern Pacific. We have Chris Harrington in the House on Friday from Gen Alpha Man we’re gonna be geeking out hard on E commerce and all sorts of fun things demon we might Chris said we need to dress up for Christmas Friday just want to give you a heads up just so you know I’m trying to grow the gray beard just for the occasion. So

Damon Pistulka  53:09

the sweater coming out. We got my ugly sweater not so nice. Have a great day. Ron gal. Thank

Curt Anderson  53:15

you hang out with us for one second. Have an awesome week guys. See

Damon Pistulka  53:18

everyone