Per aiutare tutti voi in questo momento difficile, volevamo condividere le fantastiche idee di un recente Insider Training (un seminario web solo per i nostri membri Insiders e Lab) tutto gratuitamente.
Queste tattiche erano semplicemente troppo buone per rimanere dietro il paywall, quindi abbiamo tirato fuori questo allenamento da Lab e abbiamo il video e la trascrizione qui per farti guardare e tirare fuori le idee!
Guarda il video o continua a scorrere per saperne di più!
Trascrizione completa
Maya Hughley:
Benvenuto agli addetti ai lavori e ai membri del laboratorio DigitalMarketer per il tuo Insider Training, noto anche come Orario d'ufficio. Sono Maya Hughley, per la prima volta in assoluto in video, ecco come sono. Sono il coordinatore dei contenuti qui in produzione e sarò il tuo host. Siamo anche uniti dalla nostra community manager, Michelle Dalton. È in chat per assicurarsi che le tue domande siano ascoltate e che anche Jenna ci aiuti con i nostri oratori oggi. Jenna era l'ospite dell'Insider Training e degli orari di ufficio di DigitalMarketer, e ora sono io, quindi sono felice di avere Jenna qui per dare una mano. Se sei nuovo di zecca in Office Hours / Insider Training, copriamo una varietà di strategie di marketing specifiche con nuovi ospiti esperti. A volte vivono dal vivo come oggi e altre volte no, ma sono sempre registrati e se sei un membro di laboratorio pagante o un addetto ai lavori, quella registrazione sarà all'interno della tua piattaforma di laboratorio sotto la scheda di formazione degli addetti ai lavori entro 24 ore .
Maya Hughley:
Ma, naturalmente, la partecipazione al live ti dà il vantaggio aggiuntivo di ricevere una risposta dal vivo dal nostro ospite. Questa settimana abbiamo un allenamento molto speciale. Intervisterò fondatori e imprenditori che hanno trovato modi straordinari per far perno sulle loro attività durante una crisi globale. Ogni intervista avrà solo pochi minuti con il tempo per una o due domande alla fine. Quindi, per favore, metti le tue domande in chat mentre le pensi, così Michelle può portarmele. Sembra che al momento non possa essere sulla fotocamera, quindi lasciami aggiustare in modo che voi ragazzi mi vediate. Vediamo. Tutto ok. Tutti possono vedermi? Penso. Mettilo nelle chat se puoi. Oh perfetto Ero già alla macchina fotografica. Grazie Robert. Lo apprezzo.
Maya Hughley:
Quindi andremo avanti e salteremo qui con alcune di queste interviste. Sono sicuro che siete così entusiasti di ascoltare e ottenere anche alcune nuove strategie per le vostre attività. Stiamo attraversando tutti un momento davvero strano e queste persone che intervisteremo sono diventate molto creative con il modo in cui svolgono i loro affari. Quindi, prima di tutto, abbiamo Abigail Gilman di Wantable per tutto il tempo … Mi scusi, così come Tiffany Cooley. Grazie mille per essere qui. Wantable sta facendo cose incredibili. Ragazzi, lavorate per un'azienda che si occupa di vendita personale, giusto? Shopping personale e styling e ora stanno realizzando maschere e offrendo maschere. Puoi dirmi qualcosa in più?
Tiffany Cooley:
Sì, Wantable è un … Ciao ragazzi. Sono Tiffany Cooley, direttore marketing presso Wantable. Wantable è una prova prima di acquistare un'azienda di styling personale. Serviamo principalmente una popolazione demografica, ma abbiamo anche aggiunto un uomo e abbiamo fatto perno sulla nostra attività abbastanza rapidamente dopo aver ascoltato tutto ciò che stava succedendo nel mondo e nel paese con COVID-19 e la nostra piattaforma si è davvero prestata a una soluzione davvero semplice per noi essere in grado di crowdsourcing i clienti che sono in grado di vendere … I clienti o le persone che volevano solo aiutare, chip e creare maschere. Abbiamo una grande piattaforma di spedizione proprietaria che potrebbe quindi accettare quelle spedizioni e poi rispedirle e distribuirle agli operatori sanitari e alle persone mediche in prima linea. Quindi è stata una campagna di grande successo.
Maya Hughley:
Assolutamente. Voglio dire, è fantastico da ascoltare. Stai facendo una cosa così meravigliosa e sono sicuro che tutti in prima linea lo apprezzeranno molto. Prima di tutto questo, prima della pandemia globale, come stavi normalmente conducendo gli affari? Immagino che fare drop shipping per il personale medico in prima linea non fosse affatto nel piano aziendale?
Tiffany Cooley:
No, intendo dire che probabilmente abbiamo corso in modo molto simile a molti giocatori tradizionali di e-Comm o altre persone nel nostro spazio. Abbiamo un magazzino situato a Milwaukee. Lavoravamo principalmente per un grande turno, principalmente dal lunedì al venerdì. Alcune cose che abbiamo fatto per orientare la protezione dei nostri dipendenti sono state di spezzare quei turni in multipli e durante i fine settimana, solo per limitare il contatto che le persone avrebbero avuto tra loro. E poi abbiamo separato alcuni dei flussi di lavoro provenienti dai clienti e separati da come stiamo gestendo la campagna So Good con le maschere e così via.
Tiffany Cooley:
Quindi la buona notizia è che siamo stati effettivamente in grado di sfruttare gran parte della stessa tecnologia e degli stessi strumenti che avevamo quando abbiamo fatto quel cambiamento e aggiunto l'ultimo pezzo alla nostra attività. Quindi non abbiamo dovuto cambiare molto lì. Onestamente ci sono stati molti più cambiamenti negli altri team operativi all'interno dell'organizzazione. Quindi il nostro team fotografico, ad esempio, dal momento che stiamo parlando con un gruppo di esperti di marketing qui sulla chiamata, è stato un grande cambiamento per noi. Eravamo in studio per girare prodotti su modelli, toccare prodotti con i nostri team mercantili e avere l'esperienza pratica. Quindi ottenerlo digitalmente è stato uno dei maggiori cambiamenti tra i tanti. Quindi su quel punto ci stiamo appoggiando a molti contenuti organici e UGC in questo momento.
Maya Hughley:
Questo ha senso. Questo ha molto senso.
Abigail Gilman:
Sì, per concentrarci su ciò che Tiffany stava dicendo, e penso che molte persone possano collegarsi a questo nello spazio di marketing, ma abbiamo pianificato un po 'e messo in atto strategie per quello che faremo con mesi e trimestri in anticipo . Ed è un po 'difficile dire: “Va bene, metteremo tutto questo sul bruciatore posteriore e forse speriamo che ci arriveremo un giorno, ma avremo spostato tutti i nostri ingranaggi ed essere davvero aggraziati nei contenuti che condividiamo in questo momento e in qualche modo essere un po 'più indulgenti nei confronti dell'estetica che abbiamo ed essere sciatti e pieni di risorse nel modo in cui ci procuriamo e condividiamo immagini ”. Ed è stato molto divertente collaborare in modo interfunzionale con diversi team e trovare il modo di elaborare i contenuti dei nostri uffici domestici.
Maya Hughley:
Assolutamente. È così bello sentirlo. Sono sicuro che gran parte del nostro pubblico sta provando la stessa cosa. So che DigitalMarketer sta provando la stessa cosa. Abbiamo un video che prova … Un team di video che cerca di realizzare video senza accesso alle persone, il che è difficile. Quindi hai scoperto che alcune delle tue nuove strategie hanno avuto successo e c'è qualcosa che pensi che continuerai a fare in futuro per questo?
Tiffany Cooley:
Dico solo che abbiamo iniziato … Quindi pre-COVID, penso che stia diventando un periodo di tempo. Quindi pre-COVID, avevamo iniziato a lavorare sulla prossima evoluzione del nostro marchio. Voglio dire, abbiamo circa sette anni, quindi abbiamo lavorato per un po 'con le stesse basi per il nostro marchio. Volevamo davvero approfondire il motivo per cui esistiamo per i clienti e il nostro marchio è diventato il punto di partenza. Tutto questo accade prima di tutto. Ciò che abbiamo trovato e ciò che penso abbia avuto davvero successo per noi è semplicemente appoggiarsi più velocemente e deliberatamente a quel messaggio ora, per tornare alle vere radici della nostra azienda, ai valori fondamentali, semplificare, ci sono molte cose da Il punto di Abi che abbiamo avuto nei lavori e sul tavolo, ma penso che cercare di tornare al tuo core business, ai tuoi valori fondamentali, a tutti i motivi per cui i tuoi clienti vengono da te e ti amano è stato estremamente utile.
Tiffany Cooley:
E poi, proprio come ha detto Abi, c'è molta grazia che abbiamo nella nostra messaggistica, nella nostra fotografia, nel modo in cui gestiamo i dipendenti dell'azienda e così via. Appoggiarsi ai tempi con empatia e gentilezza e anche sapere che ogni singolo dipendente che abbiamo dietro l'altro schermo mentre stiamo lavorando in quel periodo di tempo, ha qualcosa in corso, lo stesso vale per i nostri clienti. Quindi ci siamo davvero assicurati di aver abbracciato ogni singolo cliente, ogni singolo dipendente, sapendo che c'è qualcosa di unico che accade nella loro situazione e semplicemente flettendo il nostro modello di business con tutti gli strumenti che abbiamo per aiutare le persone nel migliore dei modi modo possibile.
Maya Hughley:
Assolutamente. Penso che abbia molto senso e trovo che molte persone stiano usando questa volta per riconnettersi con ciò che intendevano fare all'inizio. È un ottimo momento per farlo. Quindi abbiamo un'altra domanda di intervista prima di aprirla alla chat. Quindi la nostra ultima domanda è: quali sono alcuni dei primi passi che consiglieresti a un'azienda simile o forse a un'azienda che sta semplicemente decollando se vogliono orientare la propria attività in modo simile?
Tiffany Cooley:
Sì, penso che ne prenderò un paio e poi Abi, so che hai un sacco di pensieri davvero fantastici anche su questo argomento. Tornando a ciò che abbiamo detto, solo per ribadire che concentrandoci davvero sul tuo obiettivo originale del marchio e semplificando, anche solo un po 'di trattare bene i nostri dipendenti. Posso parlare a livello di gruppo dirigente esecutivo. Siamo entrati in questo sapendo che avremmo dovuto tagliare per un periodo di tempo e in realtà abbiamo addirittura chiuso in modo proattivo per proteggere i nostri dipendenti per una settimana circa. Solo sapendo che apprezziamo soprattutto i nostri dipendenti e la loro sicurezza e salute.
Tiffany Cooley:
Quindi, inclinarci a far sì che tutto fosse pronto o pronto per avere successo, ma anche al sicuro, è stato importante per noi. Siamo stati in grado di ruotare alcuni dei ruoli che forse avrebbero avuto meno lavoro poiché abbiamo rallentato le nostre operazioni per un po ', sfruttandole, addestrandole in altre aree. Hanno avuto un'esperienza di apprendimento davvero interessante, ma siamo stati in grado di apportare una serie di modifiche mentre abbiamo spostato le nostre entrate senza licenziare nessuno e senza dover far nascere nessuno solo essendo team creativi e abbinanti. Sono stati incredibilmente resistenti, flessibili e agili durante tutto questo processo.
Maya Hughley:
È spettacolare.
Abigail Gilman:
Un consiglio che avrei dovuto disattivare è quando il cane del tuo vicino abbaia.
Maya Hughley:
Lo apprezzo, è un ottimo consiglio.
Abigail Gilman:
Continuo a ricordare a me stesso che siamo umani al servizio degli umani. Stiamo solo lavorando con il meglio che dobbiamo per fornire il miglior servizio ed esperienza ai clienti che stiamo servendo e mantenendo solo stretti collegamenti con tutti i team interfunzionali. Penso che sia stata un'esperienza davvero unica e interessante, cercare di collaborare insieme per ascoltare tutte le storie dei clienti, sia che si tratti delle nostre maschere di approvvigionamento della campagna So Good e che facciano davvero la differenza nella nostra comunità e in tutto il paese, oltre che solo la risposta di alcuni dei nostri clienti, il modo in cui vengono influenzati e come possiamo utilizzare questa esperienza solo per creare una vera e propria forte fedeltà con loro. E assicurati che capiscano che siamo qui anche per loro.
Maya Hughley:
Questo è bello. Gli umani che lavorano con gli umani sono il nocciolo di tutto. Mi piace davvero tanto. Assolutamente. Fammi vedere se abbiamo domande dal nostro Q&A. E non sembra che abbiamo ulteriori domande per te, ma se qualcuno ha una domanda a cui si sta aggrappando o vuole saperne di più su Wantable, dove dovremmo inviarlo?
Tiffany Cooley:
Puoi inviarli a uno dei nostri indirizzi e-mail. Penso che siano nella guida alle riunioni. Altrimenti, potremmo digitarli nella chat se anche questo aiuta.
Maya Hughley:
Assolutamente. Quindi abbiamo Abigail a abigail.gilman@wantable.com e Tiffany è tiffany.cooley@wantable.com e se vuoi solo maggiori informazioni su Wantable e vuoi supportare la loro causa di ottenere maschere per i lavoratori in prima linea, puoi visitarle a wantable.com. Grazie mille per essere qui. È stato fantastico.
Tiffany Cooley:
Grazie.
Abigail Gilman:
Grazie mille Maya.
Maya Hughley:
Assolutamente. Quindi la prossima volta abbiamo Alisa Dusan. Alisa Dusan è una dietista che lavora nella zona di Austin e ha dovuto incentrare tutta la sua attività sull'essere online, cosa che come sai, se sei mai stato da un dietista che è normalmente un'esperienza personale in ufficio. Quindi è stata una grande transizione per lei. E sono davvero entusiasta di avere notizie da lei sui cambiamenti che ha dovuto apportare e su alcune delle cose che ha dovuto fare per realizzarlo e farlo funzionare per lei. Quindi, portiamola qui. Un secondo. Eccoci. Come va Alisa, mi senti? Oh, e non credo di poterti sentire. Oh, forse ora posso.
Alisa Dusan:
E adesso?
Maya Hughley:
Sì. Perfetto.
Alisa Dusan:
Sìì.
Maya Hughley:
Come te la passi?
Alisa Dusan:
Sto bene. Come stai?
Maya Hughley:
Sto bene. Grazie mille per il tuo tempo. Apprezzo molto che tu sia qui.
Alisa Dusan:
Sì, piacere mio.
Maya Hughley:
Assolutamente. Quindi, prima domanda prima di tutti COVID-19, prima di questa pandemia, come stavi conducendo normalmente la tua attività?
Alisa Dusan:
Bene, quindi ho un ufficio proprio fuori Austin, in Texas. E così quasi il cento per cento dei miei clienti, era solo uno contro uno nel nostro ufficio. È super accogliente e personale. Quindi mi è davvero piaciuta l'interazione individuale con loro e mi sono seduto e ho davvero messo le mani su qualcosa con loro. A volte cuciniamo anche troppo insieme, quindi molte cose di persona prima di COVID-19. Ho sempre avuto un'opzione di tele-salute come backup. L'ho sempre visto come un po 'come l'ultima risorsa, se qualcuno non riusciva a farlo o i bambini erano a casa malati da scuola o qualcosa del genere. Quindi l'ho avuto nella mia tasca posteriore, ma non l'ho mai visto come un modo principale per fare affari.
Maya Hughley:
Gotcha. Quindi cosa stai facendo esattamente ora che nulla di tutto ciò possa accadere?
Alisa Dusan:
Giusto. Quindi abbiamo dovuto … Beh, ho fatto un rapido passaggio alla sola teleassistenza. Sono stato davvero grato di possedere un EHR, un libretto sanitario elettronico che consente la tele-salute conforme a HIPAA. Quindi ho avuto quello impostato. Immediatamente quando siamo rimasti a casa, ho inviato un messaggio a tutti i miei clienti e ho detto: “Buone notizie, possiamo continuare gli affari. Sei bravo. Ci incontreremo online da qui in poi. Ecco le tue istruzioni per il tuo prossimo appuntamento. " Ho appena cercato di essere davvero positivo e spostare la mia mentalità e vederlo come un backup o l'ultima risorsa come qualcosa che potrebbe essere uno strumento davvero efficace per i miei clienti che non abbiamo dovuto sfuggire completamente in questo momento. Quindi sì, siamo appena passati alla tele-salute. Ho fatto del mio meglio per dirlo in parole povere: “È grandioso. Siamo così fortunati che possiamo andare avanti così. " Si.
Maya Hughley:
Qual è stata la risposta del cliente a questo? Sono sicuro che stavano tutti vivendo, lo stesso ordine di soggiorno a casa. Ma hai avuto qualche respingimento o qualche reazione davvero positiva all'andare completamente online?
Alisa Dusan:
Sì, direi che circa il 75% andava bene con la transizione, pronto per partire. Ho avuto qualche respingimento. Alle persone che si sentono meno a loro agio con la tecnologia non piace l'idea di fare cose su uno schermo. Quindi ho sicuramente avuto qualche respingimento. C'è stata una sospensione nel requisito per queste piattaforme di essere conformi a HIPAA per una stagione, che mi ha permesso in quelle, di passare alcune persone. Quindi essere in grado di usare qualcosa fintanto che sono consapevoli che non è una piattaforma sicura come FaceTime o qualcosa del genere, in quella prima sessione è sempre stato l'obiettivo di andare su una piattaforma più sicura, è stata una cosa carina da fare per le persone che non sono come al solito.
Alisa Dusan:
Ne ho avuti alcuni, solo una percentuale molto piccola di clienti che erano molto nervosi al riguardo e uno in particolare non pensava che volesse farlo. In un certo senso ho detto: "Aspettiamoci e provane uno". Ed era così eccitata dopo, perché si rese conto che se potesse farlo, avrebbe potuto fare i suoi incontri con me a pranzo al lavoro in futuro e non doversi decollare per mezza giornata per venire a trovarmi. E così, nel corso della riunione, è passata a: “Voglio solo fare questo da ora in poi. Questo è molto più conveniente. " Quindi è stata una bella sorpresa vedere alcune persone trovarlo davvero meglio. E penso che, a lungo termine, la forza per farlo bene e per me imparare molto bene la tele-salute, sarà un ulteriore vantaggio per i clienti in futuro. E per me non solo vederlo come quest'ultimo scenario del caso, ma qualcosa che posso effettivamente offrire come un altro servizio in futuro. In un certo senso mi ha costretto a uscire dalla mia zona di comfort.
Maya Hughley:
Sì, quello stava portando alla mia prossima domanda, c'è qualche aspetto che pensi che continuerai a fare dopo la pandemia? Ma sembra che tu abbia imparato molte cose nuove che puoi portare avanti come parte della tua attività anche dopo che il soggiorno a casa è stato revocato.
Alisa Dusan:
Giusto. Quindi penso che ci siano sicuramente alcune abilità che ho imparato. Ho molti clienti adolescenti e quindi avere un vero brainstorming con altre persone che lavorano nel settore della tele-salute e altri dietologi e ottenere i loro consigli su come mantenere, in particolare i clienti più giovani impegnati su uno schermo per quel tempo è stata una sfida. Ma ho imparato molto in quel modo. Mi ha anche davvero costretto a imparare le leggi in materia di teleassistenza e la conformità assicurativa, tutte queste cose meglio. Quindi è stato un po 'una crescita forzata per me che penso andrà a beneficio della pratica in futuro.
Maya Hughley:
Questo ha molto senso. È spettacolare. Tutti stanno imparando così tanto su come funziona la loro attività e sul tipo di cose che possono fare per renderla migliore in generale. Quindi l'ultima domanda qui è quali sono alcuni dei primi passi che potresti raccomandare a qualcuno in un settore simile o a qualcuno che è abituato a incontrare i clienti uno a uno, se vogliono fare un perno online?
Alisa Dusan:
Giusto. Quindi qualcosa che è stato inestimabile per me sono stati alcuni gruppi di Facebook privati di cui faccio parte, che sono specifici per i dietisti nello studio privato, come luoghi per fare brainstorming su queste cose. E così sono stato così grato per le persone che sono coach aziendali in quest'area, o per altre persone in cui possiamo davvero fare brainstorming insieme, "Ehi, questo non funziona per me. Cosa funziona per te? " Nello specifico, facciamo parte di uno dei gruppi che ho per l'assicurazione per dietisti in studio privato, un foglio di calcolo che abbiamo tutti condiviso, dove mettiamo informazioni per diverse compagnie assicurative, quali codici funzionano, cose del genere. Quindi direi di fare rete, di trovare quei posti, assumere un business coach che è stato lì e non provare a farlo da solo perché la risorsa di persone che sono davanti a me, che capiscono di più queste cose e sono in grado di porre domande e condividerle davvero in modo che tutti noi ci solleviamo insieme in questa situazione, per me è stato prezioso.
Maya Hughley:
Assolutamente. È un consiglio fantastico. Questo ha molto senso per me fare rete con i tuoi colleghi e assicurarmi di supportare altre persone nel tuo settore. Se le persone stanno cercando di mettersi in contatto con te, farti alcune domande o semplicemente scoprire di più sulla tua attività, il tuo sito web è alisadusan.com, giusto?
Alisa Dusan:
Sì. E possono inviarmi un messaggio da lì.
Maya Hughley:
Va bene, grazie mille per essere qui, Alyssa. Lo apprezzo molto.
Alisa Dusan:
Il piacere è tutto mio.
Maya Hughley:
Tutto ok. Quindi il prossimo è, vediamo qui. Devo avere la mia lista di fronte a me. Justin. Ciao Justin.
Justin Bajan:
Ciao.
Maya Hughley:
Come va?
Justin Bajan:
Guardami, sono giusto in tempo.
Maya Hughley:
Come te la passi? Lo sei davvero.
Justin Bajan:
Sto bene.
Maya Hughley:
Quindi possiamo andare avanti e saltare alcune domande qui se sei bravo.
Justin Bajan:
Sicuro.
Maya Hughley:
Assolutamente. Quindi, prima di tutto, prima di tutto quello che sta succedendo, come hanno fatto le Familiar Generals a fare i loro affari?
Justin Bajan:
Abbiamo continuato a fare la nostra attività stabilendo relazioni con i marchi a cui eravamo interessati attraverso le nostre connessioni o connessioni di connessioni, se ciò ha senso. E poi se avessero avuto bisogno e il tempismo fosse giusto, avremmo avviato un contratto e lavorato per loro. A partire dalla strategia, entrando in ciò che chiamiamo annuncio come oggetti e poi facendo il lavoro che vedrai effettivamente nel mondo. E poi avremmo effettivamente una società di produzione che lo ha girato e diretto, modificato, tutte quelle cose buone.
Maya Hughley:
Assolutamente. Mi dispiace, mi rendo conto di aver saltato un passo qui. Lavori per Familiar Creatures, che è un'agenzia pubblicitaria con sede a Richmond, in Virginia, giusto?
Justin Bajan:
Mm-hmm (affermativo).
Maya Hughley:
Ehi, eccoci. Perfetto. Quindi il motivo per cui abbiamo contattato te è perché abbiamo visto che voi ragazzi avete creato un sito web appositamente per Richmond, aiutando le piccole imprese e i ristoranti a ottenere il loro nome, le loro opzioni di consegna, le loro opzioni sul marciapiede. Quindi puoi dirmi qualcosa in più su come stai facendo affari ora?
Justin Bajan:
Il modo in cui stiamo facendo affari ora sta pensando un po 'più proattivamente e come dovrei dirlo, essendo molto più reattivo alla situazione COVID e al fatto che i marchi sono ora in un momento di crisi. E quindi essere un po 'meno freddi e concentrati sulle vendite ed essere molto più rispettosi del momento e avvicinandoci ai marchi solo se siamo davvero molto vicini a loro in termini relazionalmente saggi e poi dall'altro lato, facendo un lavoro che ottiene sul mercato, come il nostro sito Web, e abbiamo anche altre cose in cantiere, questo sta solo dimostrando la nostra competenza e la nostra qualità e costruendo un pozzo attraverso quello.
Maya Hughley:
Assolutamente.
Justin Bajan:
Si.
Maya Hughley:
Allora, come è stato il processo decisionale per rendere il tuo perno? Sono state solo molte riunioni a parlare di ciò che è il prossimo o come è andata?
Justin Bajan:
Era … Quindi siamo una piccola agenzia, siamo quattro persone forti. E ci troviamo in una zona interessante di Richmond chiamata Scott's Addition, che è cresciuta e si è ingrandita con birrerie, locali per hipster, ristoranti, negozi di alimentari e cose del genere. E abbiamo appena pensato, questo è come il 14 o il 15 marzo. Siamo in Virginia dove sai, COVID ha continuato a colpire il Nord, l'Occidente, e poi ha iniziato a sud.
Justin Bajan:
Quindi ha iniziato a diventare reale per noi a metà marzo. E così dicevamo “Ehi, sai una cosa? Tutti questi posti, che diamine succederà loro? " E abbiamo appena iniziato a pensare rapidamente sul posto, è come facciamo tutto, pensiamo a qualcosa e poi lo facciamo. E così abbiamo pensato, come possiamo aiutare questi ristoranti e questi birrifici, qual è un buon URL? Abbiamo pensato ad alcuni, Keep Calm e Nom On, bloccati, ed era fortunatamente disponibile.
Altoparlante 1:
Per una buona ragione, è eccezionale.
Justin Bajan:
E poi abbiamo iniziato a lavorarci su un venerdì, e durante il fine settimana ne abbiamo fatto metà, e lunedì l'abbiamo lanciato sul serio. Fu così che accadde di sicuro.
Altoparlante 1:
Assolutamente. Quindi, dato che sei stato in una sorta di transizione e hai trovato nuovi modi per fare affari e cose del genere, hai avuto successo con qualsiasi cosa, qualche nuova strategia che pensi che continuerai a fare anche dopo che la pandemia è finita?
Justin Bajan:
Si. Penso che stiamo ancora valutando il danno della crisi economica in corso. E la nostra proposta di valore, se così potessi dire, è sempre stata quella di offrirti una grande esperienza e competenza di agenzia, ma in modo più efficiente e non così costoso.
Justin Bajan:
E quindi, sarà ancora più un desiderio che presumo, che i marchi vadano avanti. E quindi sta solo facendo in modo che ciò avvenga nel modo in cui comunichiamo noi stessi sul nostro sito Web, che stiamo per ripetere completamente, e come parliamo su Instagram, come parliamo su LinkedIn e così via.
Altoparlante 1:
Questo ha senso. Questo ha molto senso. Quindi la nostra ultima domanda qui, se c'è qualcuno con domande nella chat di Justin, fammi sapere e ne inserirò alcune qui. Ma la nostra ultima domanda dalla nostra parte è che abbiamo alcuni membri del nostro pubblico, i nostri membri del laboratorio, i nostri partner certificati che hanno agenzie. Quali sono alcuni passaggi o alcune idee che consiglieresti di provare a creare un perno come questo?
Justin Bajan:
Direi che è una cosa intrinseca, è coraggio. Devi avere il coraggio collettivamente, in un certo senso mentale, di scegliere una corsia e percorrerla come il Juggernaut di X-Men, e cercare di eliminare i processi e i vecchi modi di arrivare a fare affari il più velocemente possibile . Ed essere il più intelligente possibile, ma se ti sembra giusto, fallo. E suona come qualcosa di un film degli anni ottanta o qualcosa del genere, ma si tratta solo di abbracciare la mentalità del marchio sfidante, che abbiamo. Pensiamo a noi stessi come a un marchio sfidante, anche se siamo un'agenzia, e in un certo senso sai già come fai le cose e le fai appena puoi.
Justin Bajan:
C'è così tanto da guadagnare là fuori, ora con i marketer che si tirano indietro e roba del genere, c'è un pubblico in cattività che aspetta tutto il giorno cose divertenti o un buon messaggio. Quindi devi capire come consegnare loro cose che cattureranno la loro attenzione, i loro occhi e cose.
Altoparlante 1:
Assolutamente. Questo ha molto senso, e sai che i film degli anni Ottanta sono i film più veri, quindi ha senso solo per me. Grazie mille per essere qui, Justin. Se volete visitare il sito Web creato da Familiar Creatures per Richmond, continuate a keepcalmandnomon.com. Se vuoi scoprire di più sulle Familiar Creatures, è familiarcreatures.com. E grazie mille per essere qui, apprezzo il tuo tempo.
Justin Bajan:
Sì, grazie per avermi invitato. Piacere di conoscere tutti.
Altoparlante 1:
Assolutamente. Va bene, quindi mi dispiace. Sembra che potremmo esserci un po 'disordinati lì, ma stiamo per far apparire il nostro prossimo ospite. Continueremo a muovere le cose perché ci sono così tanti contenuti fantastici che voglio che voi ragazzi ascoltiate e così tanti grandi perni che stiamo realizzando. Quindi il prossimo è Jeremy Gabrysch, e spero di pronunciarlo correttamente, da Remedy Urgent Care. Jeremy, come stai? Oh, è stato lì per un secondo e poi è scomparso su di me.
Jeremy Gabrysch:
Riesci a sentirmi?
Altoparlante 1:
Oh, posso sentirti. Eccoti, perfetto.
Jeremy Gabrysch:
Buon affare, ciao.
Altoparlante 1:
Ciao. Come stai?
Jeremy Gabrysch:
Bene bene. Grazie per avermi.
Altoparlante 1:
Assolutamente. Apprezzo che tu sia qui. Sei un po 'l'uomo del momento quando si tratta di assistenza sanitaria, e quello che sta succedendo in questo momento penso che tutti vorrebbero davvero sentire cosa stanno facendo le cure urgenti, cosa stanno facendo le ER e l'intero settore sanitario. Ma prima dell'intera pandemia, come faceva regolarmente Remedy a fare affari?
Jeremy Gabrysch:
Sì, siamo un po 'un caso unico, nel senso che in realtà non abbiamo cambiato molto il nostro modello di business. Quindi, siamo un servizio di chiamate a domicilio, un servizio di visita video virtuale, siamo sempre stati un grande fan di fare cure mediche al di fuori delle quattro mura della clinica. È un po 'come l'abbiamo sempre fatto. E così, semmai, la cosa COVID-19 ha in qualche modo fatto luce sul modo in cui facciamo le cose.
Jeremy Gabrysch:
E sì, voglio dire, almeno nel mercato di Austin, abbiamo una clinica walk-in, che in realtà non stiamo operando durante COVID-19, e invece abbiamo fatto perno su un disco attraverso la struttura di test. Quindi abbiamo cambiato un po 'le cose che stavamo facendo, principalmente per quanto riguarda le necessità di fare un volume più alto. Quindi avevamo un sacco di persone che volevano essere testate per COVID, o forse non pensano di avere COVID, ma forse vogliono essere testate per streptococco, influenza o qualcos'altro. E quindi avevamo bisogno di un modo per farlo in modo efficiente. Quindi abbiamo girato in auto attraverso le posizioni per quel motivo.
Altoparlante 1:
Assolutamente. Questo ha molto senso. Ne sono grato perché sono ad Austin. Quindi, se verrà il momento, sono sicuro che vi cercherò ragazzi. Per quanto riguarda questo perno, come è stata la decisione? Quando hai deciso di chiudere la clinica walkup, quando hai deciso di concentrarti sul volume, c'era un'intera squadra che ha dovuto occuparsene?
Jeremy Gabrysch:
Sì, c'era. Quindi, abbastanza presto, abbiamo creato una task force COVID e abbiamo attirato leader da ogni area funzionale dell'azienda. Quindi avevamo un rappresentante della squadra infermieristica, avevamo un rappresentante della squadra di laboratorio, avevamo un rappresentante delle operazioni e una persona del marketing. E quindi avevamo fondamentalmente un cabinet COVID da 10 persone, è come li abbiamo chiamati.
Jeremy Gabrysch:
E così abbiamo iniziato a incontrarci regolarmente, inizialmente era prima dell'inizio del rifugio sul posto, quindi ci siamo incontrati di persona. Poi venne il giorno in cui dicemmo: "Ok ragazzi, dobbiamo dissolverlo e fare tutto questo da casa". Ma sì, voglio dire, abbiamo dovuto prendere una decisione per farci perno. Voglio dire, alcuni hanno avuto a che fare con i DPI, e se hai guardato le notizie, tutti ora conoscono i DPI, il che è divertente per me, ma i dispositivi di protezione individuale, è un acronimo che usiamo in campo medico.
Jeremy Gabrysch:
E davvero i pensieri su come lo usi saggiamente. Abbiamo sempre fatto chiamate a domicilio, ma il problema con le chiamate a domicilio con DPI è, lo prendi, lo metti, vai in casa, esci, lo togli, torni in macchina, hai per buttarlo via, scartarlo, salire in macchina e quindi utilizzare nuovi DPI per ogni paziente. E così questo ci ha fatto davvero andare, non saremo in grado di utilizzare in modo efficiente le quantità limitate di PBE se restiamo con le chiamate a casa. E così, in realtà stiamo facendo pochissime telefonate domestiche in questo momento, e invece stiamo praticamente deviando tutta quella attività per guidare attraverso le posizioni.
Altoparlante 1:
Questo ha senso.
Jeremy Gabrysch:
Yeah. And that way our people can sort of, they can stay gowned up, and they’re gowned up, they’ve got their mask and all that stuff. And then people are just coming through in their cars rolling down their window, you do what you need to do. But we can conserve the amount of PPE that we use in that situation.
Speaker 1:
Right. That makes a lot of sense. Have you had any difficulty dealing with an increase in demand, just in general for your services?
Jeremy Gabrysch:
Yeah. I mean, our volume has been up like a thousand percent.
Speaker 1:
Oh, boy.
Jeremy Gabrysch:
Since last year. So we’re dealing with a huge surge in volume, but one of the interesting things is that a lot of traditional brick and mortar clinics and facilities are less busy than they used to be. And some of those have had to furlough some people unfortunately. And we’ve been able to bring some of those people on, and get them back providing frontline medical care, just via video instead of the way they were doing it.
Speaker 1:
Absolutely. So one more question here. And for anyone that is in a similar industry, so we’ll say the healthcare industry, that is trying to figure out maybe to emulate a little bit of what you do, or to maybe have an online option, what are some steps that you might recommend?
Jeremy Gabrysch:
Yeah. I mean, there are some third party softwares that you can use if you want to get set up for seeing patients virtually. There are several out there that are good, and you can provide your patients with a link that they can click, and then go in and be talking with you virtually.
Jeremy Gabrysch:
I mean, the thing that I keep coming back to is, what is the new normal going to be after this? And so I’m really encouraging medical providers to think about, don’t think about this temporary video solution as, “Okay, we’re going to do this. And then after this is over, we’re going to go back to business as usual.” A lot of patients are trying this and they really like it. I mean, they need to have their medicine refilled or they need something easy and the doc gets on and sees them by video, and it gets taken care of. And the patients are going, “Hey, that was pretty cool.” And so, I’m really advising people, think about how when this is over, maybe you do half of your visits virtually and give people the option. They can come in the office if they want, or they can do it like this.
Speaker 1:
Yeah. And I think that’s such good advice, even for the people out there that aren’t in healthcare, is to think about what the strategies they’re doing now can help them in the future. Make some great decisions now that you can kind of keep doing, even after this is over. That’s excellent advice. Thank you so much for being here Jeremy, I really appreciate it. If people want to check out more about Remedy Urgent Care, the website is myremedy.com, correct?
Jeremy Gabrysch:
That’s correct.
Speaker 1:
All right. Well, thank you so much for your time. I really appreciate it.
Jeremy Gabrysch:
All right, you’re welcome.
Speaker 1:
All right, I’m having a great time. This is going… I hope you’re taking notes on some of the great advice we’re getting. Next up we have Donnine Souhrada from We Are Teachers. This, if you’re not familiar, is a website for teachers that really helps provide resources, and now they’re helping teachers with resources for teaching online, which is new to a lot of people. So they’re doing some great work, and I’m so happy she’s here to talk about it.
Donnine Souhrada :
And it looks like my video camera [inaudible 00:35:45] there. So let’s see if we can fix that.
Speaker 1:
No worries, can you see me?
Donnine Souhrada :
Ciao. Thank you for having me.
Speaker 1:
Perfect. Thank you so much for being here, I really appreciate it. So we can hop right into some questions if you feel okay.
Donnine Souhrada :
Yeah, ready.
Speaker 1:
Awesome. So before all of this, what was We Are Teachers normally doing business wise?
Donnine Souhrada :
Yeah. So We Are Teachers, we are an agency and media brand. So we work with customers that want to expose their brand into schools. And so a lot of things that we were doing were really connecting brands to the school calendar, and what was going on in schools at the time, and making their products, or service, or causes relevant to the school market at that time. And that all shifted, because [inaudible 00:36:42] schools closed, and the school calendar became very different when school became at home. So a big shift overnight when everybody was schooling at home.
Speaker 1:
Absolutely. So what was the decision making process like, for changing up the business?
Donnine Souhrada :
Yeah, we pivoted quickly. The working style was great because we’re already a remote team, that’s across the US, so there was just a couple of people that were used to working in an office that we had to send home when buildings closed. And the immediate thing we did is we got our creative director, our editorial director and our program managers together, and we pulled everything that was planning to launch in market over the next 90 days, and just paused it.
Donnine Souhrada :
And we went through each communication strategy for each program, and figured out how to tweak to make it relevant, to make sure we weren’t tone deaf, that we weren’t talking about schools, but instead we’re talking about learning at home. So it was a lot of content switching, and just kind of vocabulary on how we are relevant to the current situation that everybody is in with educating at home. Some of the customers that we are working with, we had to pause their program, because it’s just a classroom or school site solution that can’t be done virtually. So we just paused those. And I think that the key is being super flexible as a company to all your customers, your readers, et cetera, to adapt to the situation, and still be relevant to them and their services.
Speaker 1:
Absolutely. And it sounds like you guys were honestly just a really great team kind of making that happen. As far as the pivot that you guys made, are there any successes that you’ve seen from that, that you think you’re just going to keep rolling with in the future?
Donnine Souhrada :
I think that what was interesting is that we really, I think in working with the customers and the clients and the programs, there was just this kind of leaning and trust. We were in such an unknown period, and I think that really talking through, you know, before when you’re working with clients that are thinking about their product launch and when they want to hit the market, and all of the things that are kind of company, product-centric. At this point, you really had to know your users, and how they were going to consume these messages and use what you were offering in this new way. So I think that it gives us more leverage to put the customer first, customer messaging first, and be a little bit less product-centric, and have that validity with the customers when you’re talking about that.
Speaker 1:
Absolutely. That makes a lot of sense to me. It looks like I have one more question for you. If there’s anybody who has a question in the chat for We Are Teachers, let me know, Michelle will get it to me. But for anyone who’s in sort of a similar spot as you in a similar business, do you have any recommendations, or just kind of what’s the first step if they’re looking to make a pivot in their business?
Donnine Souhrada :
Yeah. I think the first thing is just, it’s not business as usual. And to be super flexible in adapting to the environment, and that’s both internally and externally. So really taking care of your team members, you know, people aren’t used to working with their significant others in the same house, and having children schooling in the room next door, and so there might need to be some modifications there. And then just taking a look, obviously many live conferences weren’t happening, so you see a lot of digital media is big right now, and lots of innovation happening so quickly, it’s very exciting. So just coming up with ways to serve your readership and your target audience in ways in this environment, and being able to make those pivots very quickly.
Speaker 1:
Absolutely. Being sensitive to your customers and to your people and your staff, that makes so much sense. It looks like we do have one question from the chat for you. This question is from Robert, and he wants to know if you can give a specific example of what the end user is getting now.
Donnine Souhrada :
So one of the things that we pivoted and put together really quickly, we have a lot of media on the topic of education on weareteachers.com, but we quickly built a microsite called Learning At Home, because that’s what was happening. And we sent out, we put all of the learning at home resources that our editors can find, and did a call out to companies that were giving free resources to families and educators, that could be online done virtually, that they could be included in our Learning At Home microsite.
Donnine Souhrada :
So that was something new, we went through kind of a lot of existing content and just kind of changed language for classroom use to home use. And now we’re thinking about when we go back to a environment where we can be face to face, and students can be in buildings, how that can again be leveraged for over summer students who may need to work at home because of health issues, et cetera. I think that there will be many purposes for this type of content in the future.
Speaker 1:
Yeah, I mean that makes so much sense, and I’m hoping that it builds a more inclusive, more diverse for all businesses, as they come out on the other side of this.
Donnine Souhrada :
Absolutely.
Speaker 1:
Thank you so much for being here, Donnine, I’m sorry, am I pronouncing your name correctly?
Donnine Souhrada . That’s fine, yes.
Speaker 1:
Perfect. Sorry, I didn’t want to get that wrong on camera. Thank you so much for being here, Donnine. We super appreciate your time. If you guys want to learn more about We Are Teachers, you can check that out at weareteachers.com.
Speaker 1:
All right. Next up we have Fillip Hord from Horderly. Horderly is an organizing company, and before this you guys were doing in house in home organizing, correct?
Fillip Hord:
Yep, exactly. Go into homes and help them get their kitchens, pantries and closets all in order.
Speaker 1:
I could certainly use that. How are things working now?
Fillip Hord:
Well we’re not in homes, that’s for sure. That was the biggest change for us, and pretty traumatic, we have about 30 employees and we work in [inaudible 00:44:24] so going from casually, a ton of billable hours and our organizers working full time in people’s homes, to not being able to go into clients’ homes and it being an hourly function and an hourly service, where we charge by the hour and we pay by the hour. It was really devastating, that when the government said no more in home, and just before that even happened, it was the health of our clients and employees was that risk. So we started pulling back and doing certain protocols to be extra safe. But then even that, everyday things changed, and then all of a sudden we had to pivot, make a big shift.
Speaker 1:
Right, absolutely. What was the decision making process like for making a pivot? Because you pivoted to doing online consultations, correct?
Fillip Hord:
Yeah. So decision was really quick. It happened before we, before all in home organizing was canceled, and before we shut that down. Just because we saw it was happening and trending, and there was scare of, you know, once China fully shut down and Italy fully shut down, it’s coming to the West coast of America. So we kind of figured, we’re in New York City, the biggest hub of people right now, in America at least, and we decided to pivot to virtual organizing. And it’s more like coaching and consulting, so if you’ve ever seen the Marie Kondo Netflix show, where she comes and kind of coaches, then leaves and comes back a month later, that’s like what virtual-
Maya:
Got it.
Fillip Hord:
It makes sense, and it’s great for us because now we can reach a much broader audience and we’re working worldwide instead of just in the seven states that we actually have physical organizing. So it was a pivot that needed to be made but kind of pushed us over the edge to expedite it.
Maya:
Absolutely. So, it sounds like this is something that you’re probably going to continue doing even after the stay-at-home orders are lifted.
Fillip Hord:
Yeah, I mean if you can be optimistic in this time and see something at the end of the tunnel that is going to brighten your day, this has forced us to create an entire additional service to our company. So if we can thrive and create it and expedite making it a solid service, the right price, the right amount of protocols, and having the right effect on clients during these however many months. Then when we come out of this, we have a worldwide audience and clientele that we never had before. We have a service that when, say our California team has a recession, but our New York team doesn’t, well, we can virtually organize from anywhere. So, now our team that has less hours are going to get more virtual sessions because you can do it from home.
Maya:
Absolutely.
Fillip Hord:
So it’s just going to make our company more helpful towards our audience and clients moving forward.
Maya:
That’s spectacular, and when you talk about taking lemons and making lemonade, I think that’s the definition of that.
Fillip Hord:
Yeah. It’s making big service adjustments in your company during times like this. It can only boost the morale from your team because this is a worldwide pandemic and it’s affecting everyone and especially small businesses. So, if you can make your team smile and look forward to something, I think that’s really helpful.
Maya:
Yeah. If anyone in our audience has questions for Fillip, you can throw those in the chat. Michelle will get them to me. But we do have one more question for you and it’s, for anyone in a business that might be kind of similar to yours that is now having to transition online, do you have any steps or recommendations you could make to them?
Fillip Hord:
Yeah, well, I have two recommendations just for small business owners or people with small business or as an entrepreneur, we’re like busy body people. First off, something like this happens, a recession, take a breath, read a book, relax, take time for family. That’s step one, because people are freaking out, I’m not making a bunch of money right now. It’s like, that’s all right. Survive. You’re going to get through this. We’re all going to get through this. That’s step one, which has no action item.
Fillip Hord:
Step two would be, move social. Go virtual, even if you have a small following on Instagram, focus on putting out content. There’s three different tiers of people. You might have three different tiers of clients or customers purchasing what you need. A very large audience is the free clientele. If you help the free clientele, the people with little money and more money to help support your business in the future will come along, but why don’t you build up your social media following? All you can do is sit home and make folding videos, if you’re professional organizing, put them on YouTube. If you’re a contractor, do some DIY videos, put those out right now, you’ll see the return down on the road with a new audience and clients that appreciate the free content now.
Maya:
Absolutely. That is such good advice and I hope our audience out there will listen to that and take it and run with it. Thank you so much for being here, Fillip Hord. I so appreciate your time. If people are looking to find out more about Horderly, horderly.com is the website.
Maya:
All right, so thank you so much, guys, for being here. I know we’re running a little behind, but we’re going to keep it moving. Next up, I’m so excited because we have Fae Gershenson. I hope I’m pronouncing your last name correctly, Fae. Fae is a member of our DigitalMarketer lab audience, just like you guys, and she had an amazing pivot with her business, so I’m super excited to hear about it. Thank you for being here, Fae.
Fae Gershenson:
Yeah, totally. Woo-hoo.
Maya:
Woo! Can you tell me a little bit more about Happily Ever Laughter and what you do?
Fae Gershenson:
Yeah, I am the girl that got to be a fairy princess when she grew up. That’s right. I have a staff of 50 wacky entertainers and we travel all over California and perform at hundreds of birthday parties and things every week, but not anymore.
Maya:
Oh, you got to laugh to keep from crying, right? Just a little bit. Just a little bit.
Fae Gershenson:
Yeah.
Maya:
Happily Ever Laughter was all in person, all children’s parties, events before all of this happened and now what does your business look like?
Fae Gershenson:
Now, well, I don’t know because I can’t see anyone, but no, now it’s unbelievable. We are doing virtual shows with children around the world.
Maya:
That’s beautiful.
Fae Gershenson:
We never thought we’d ever leave California. We’re getting bookings every 10 minutes and have ever since we released one video ad. So it’s definitely hitting the right tone for people, which I’ve heard all of you say, and that is number one. Just listen. Listen to what people need.
Maya:
That is spectacular. So, as far as moving this online, what was your sort of decision making process for that?
Fae Gershenson:
It was, okay, we got to figure out how to perform with children, but like double spaced, and then we’ll put them on a towel and we’ll call it a magic carpet. Oh wait, oh the next day. Oh, no more parties at all? What are we going to do? What are we going to do? And I called my co-fairy and said we have to change everything right now. All of it.
Maya:
I mean, yeah.
Fae Gershenson:
It was really an aha moment. There was no, I’m sure everyone’s kind of had this similar thing, it wasn’t a subtle thing. It was like bam, you’ve got to move now.
Maya:
You’ve got to do it right this second. So it sounds like it’s been really successful for you. Is this a new opportunity for you? Are you moving to online parties for the future?
Fae Gershenson:
Yeah, I’m never going to kill this. This is awesome. I mean, the cousins and things that never got to see each other, they finally get to party together. So awesome.
Maya:
Oh, that’s so nice.
Fae Gershenson:
Yeah, I’m stoked, and I’m also excited to fight with worker’s comp more to figure out how we can not pay as much since the girls will just be Zooming.
Maya:
Yes, absolutely. So, how has that, you mentioned the girls, the other fairies. How has their response been as employees? Is this something that they like doing or how has that been?
Fae Gershenson:
Oh, man. Communicating with people that you cannot see. I don’t know how everyone else is doing it, but my company has always been kind of distant. The performers are all over California. So, we have had a really strong Facebook group since the day Facebook came out with groups.
Maya:
Wow.
Fae Gershenson:
We fill it with memes and crazy silly stuff all the time. So when I had to shift the whole message of like, hey y’all, you’re out of work today. Oh, weird. All of a sudden you have work again. But we have to subtly roll this out. So some people are still at home wondering why they don’t have shows, anyway, that’s my own thing, but…
Maya:
But it’s difficult and as a business owner, it’s one of those things where everyone’s experiencing this for the first time. We’re all in this boat just experiencing all of this at once, which makes things difficult. But I’m sure there’s business owners out here that appreciate hearing that. Even with the success you’re having, there’s still some struggles there, so I super appreciate that. If anyone has any questions for Fae, throw those in the chat, but we do have one more question for you, which is, for someone who also has a business that was fully person to person interaction before this, do you have any suggestions that you would give them for discovering an online opportunity or moving their business online?
Fae Gershenson:
You know how you’ve probably seen somebody else in your industry attempting it, oh, maybe you’re too late or something, or you can’t do it as great as they can. Don’t listen to that. Just be prepared to work your tail off, harder than you’ve ever worked before, and you will totally be fine. You’ll be fine. It’s incredible. Everyone in my industry is doing this. Not one of them is getting any bookings. So, it’s all about messaging.
Maya:
Absolutely. Well, that’s all we have, Fae. Thank you so much for being here.
Fae Gershenson:
Bye.
Maya:
Thank you for bringing your DigitalMarketer experience. If you want to reach Fae, she is in our engaged Facebook group so you can talk to her directly there and if you want to learn more about Happily Ever Laughter, the website is happilyeverlaughter.com.
Maya:
And next up, we have Patrick McCarthy. Patrick McCarthy is the owner of Inish Free Irish Dance. That’s an Austin based dance studio and we’re super excited to have him here to talk about his experience. He’s had to deal with St. Patrick’s Day getting canceled, which is a huge thing for the Irish dance community. So I’m excited to hear some of the pivots he’d made in his business as well. We’re going to give him one second. It looks like he might need some tech help. Patrick, can you hear me?
Patrick McCarthy:
I can. Hello.
Maya:
Oh, there you are. Hello there, how’s it going?
Patrick McCarthy:
Yeah, good, good. Oh, I’ve gone again.
Maya:
Well, good thing I can still hear you.
Patrick McCarthy:
Yeah, I’m here. I think I’ll pop back up.
Maya:
No worries. While that’s happening, can you tell me a little bit more about the Inish Free Irish Dance and your dance studio?
Patrick McCarthy:
Yeah, so we predominantly just teach Irish dancing. That’s kind of our thing. We’re not like those regular down studios that do ballet and tap and stuff like that. So we’re kind of a niche market. On our day to day, we are in studio teaching kids ranging from four years of age up to adults. So I teach in Austin, Texas, and San Antonio. And over the space of a week, I probably see 200 children-
Maya:
Oh, wow.
Patrick McCarthy:
In blips and doing private lessons and teen dancing, lots of different things.
Maya:
Absolutely. So, as soon as the pandemic hit, it kind of meant that St. Patrick’s Day, which I’m sure is a pretty big event that you guys are normally doing things for, was canceled. How did that go? How did you guys handle that?
Patrick McCarthy:
Well, we do a lot of steady contracted work for St. Patrick’s Day parades, lots of retirement facilities and they were one of the first kind of groups to cancel everything. I’m a physical therapist by trade, too, so I work in some of those settings. So, it was tough. It was tough because it’s one of the busiest time for the kids. We train a lot of performance time up to that point of the year and it was kind of quite quick that everything canceled. So, just for morale for the kids and stuff like that, it was tough for them not to be able to do any of their performances and have everything closed down at the same time.
Maya:
Absolutely. What is business looking like now? What are your plans for the near future?
Patrick McCarthy:
So, we’ve gone predominant, we’re pretty much done everything online now, so different platforms for doing classes online, doing private lessons online. We have a bit of an issue with, we obviously need to use the cameras but we’re using music, too, so one of the biggest things in dance is timing. So, it’s hard to have that perfect connection between the timing in the music and what you’re getting across lines. So we’re just doing as best we can. The kids are getting, one of the things we did was have them video all of their material and send them to us, and we just sit down and write notes about them. So we’re not having to do a two way conversation back and forth and not mess with the timing. But we also do Zoom classes, too. So, it’s worked good, and there are some definite benefits of doing it online.
Maya:
Absolutely, and I didn’t even think about the unique challenge that is of trying to cue up music and a live stream video at the same time. A lot of people are-
Patrick McCarthy:
Yeah, and then there’s also spacing on top of that because you have to have enough space to dance and a lot of these kids have maybe, I don’t know, live in apartments or have a garage, but it’s filled with all different types of junk, so…
Maya:
Absolutely. Well, as far as moving to video lessons and kind of moving your business that direction, do you see bringing any of the new things that you’re doing into your business for the future? Has any of it been so successful that you’re going to kind of keep up with it?
Patrick McCarthy:
So, at first I thought it was going to be a total nightmare doing this and I thought the parents, what we really did try to implement at first was to go above what we would normally do in classes. So, our classes are Mondays and Wednesdays and we knew that parents were being furloughed and parents were having to work from home, so they were going to have their kids at home with them all day and they’re having to do school work and then the parents had to do their work and then the parents have to try to do dance stuff on top.
Patrick McCarthy:
So, we give them lots of fun things that they could do, all the different levels and give them like Monday, Tuesday, Wednesday, and Thursday work that they could just spread it out. The parents knew that if they had conference calls they could give their kids this to watch on the iPad and then go learn on their own. So, I think we kind of just inundated them with more than they would be used to, just to kind of help out because we understood that everyone’s kind of in a top position with us. And then with the furloughed people, we also told them, if you can afford this, send your kids to these classes anyway and it’ll all come out in the wash in the end.
Maya:
Absolutely.
Patrick McCarthy:
The Zoom classes are good. One of the really good things is getting the parents to video them, send them in and us giving them written notes because they can then pop them up on their wall, read the written notes before they start, and they’re getting that visual feedback straight away before they start.
Maya:
Absolutely. So, I have one last question for you. For anyone out there who has a business, and I know there’s some members of our audience that have things like karate studios, dance studios, in person businesses like that. Do you have any suggestions to them about how to implement this kind of video lessons in their work?
Patrick McCarthy:
Well, my biggest piece of advice would be to ask other people for advice that are doing this. I think in this time, everyone understands that we’re all under a lot of pressure. Things are not going well for lots of businesses, and I’ve had friends that have reached out to me and asked what we’re doing and I’m happy to help them. You realize its everyone’s livelihoods and people are having to pay bills for their families. So I think there’s a lot of goodwill out there to help people. So, ask for advice, look for resources. There’s plenty of resources popping up everywhere. We have an Irish dancing resource with 600 teachers on it, all giving different ideas, and then the last thing is you just have to adapt to it. That’s all there is. We’re all in the same boat. Everyone understands. You’re not going out and just changing your business totally, and people are wondering why you’re doing it. They know that you’re doing it, and you’re trying to do the best for your business, best for your customers, and they’ll be responsive to that and they’ll appreciate it when it all comes back to normal.
Maya:
Absolutely. Thank you so much for being here, Patrick. I really appreciate it.
Patrick McCarthy:
You’re very welcome. You’re very welcome.
Maya:
And if you’re looking for more information about Inish Free Irish dance, you can find Patrick’s studio at irishdanceaustin.com.
Maya:
Next up, we have Candace Wendt from FoodHead Catering and Sandwiches. Candice’s business has been actually working with the City of Austin to provide care meals to young students and their families in Austin. So, she’s doing great things with her business and I’m super excited for her to tell you guys about it. So, let’s see here, if we can pull Candace in.
Candace Wendt:
There we go.
Maya:
There we go. How’s it going, Candice?
Candace Wendt:
It’s going great. How are you today, Maya?
Maya:
Doing good, doing good. So, just to hop right in here, can you tell me what FoodHead catering service would normally be doing if there were no pandemic? What would business look like?
Candace Wendt:
Okay, so we are a cafe and a catering service. So we have a cafe close to UT campus and probably, our catering is 50% of what we do though. One of our biggest customers is University of Texas, and in all their different departments and so when they went down, we kind of went down, and started to have to reinvent what we do and how we do it.
Maya:
Absolutely.
Candace Wendt:
We did do some online ordering already, but we have expanded that. We’ve also started some, honestly, our community has been what’s kept us going and actually kept us reinventing ourselves. We do this one thing called, Lunch Bunch, and it was a friend of mine, and at the beginning of this, I felt like I was being told, listen to people’s ideas. You don’t have to do them, but listen and keep an open mind, and she came to me and said, “What if just start doing this lunch group in our neighborhoods and people can post it on Next Door and you can have a point person as a host and we pick up food at their houses.” And I was like, “Okay, let’s figure it out.” Well, the first week we did it, it was I think close to $2,000 worth of business.
Maya:
Oh, wow.
Candace Wendt:
Just on that one day and for that one group, and so we’ve been doing that weekly ever since, and just the response of people wanting to help small business, and from that it’s inspired us to want to keep busy but also help others. So, the Texas Restaurant Association has a program that you were referring to that is the comfort care packages and those are also part of the Texas Network of Family and Youth Success Programs. And so, basically what they’re doing and not just us, many restaurants are doing this, they are connecting with families that have children at risk and that need help. And so, in turn the restaurants are also providing meals for them and the restaurants get to work and we also get to provide a nice meal for these families. Plus, we also add paper goods or something that might be helpful for them because right now, you can’t get toilet paper, you can’t get some paper towels. So, that is helpful.
Maya:
Right, that’s spectacular. What was the decision making process like for some of these pivots that you’ve had to make? You mentioned listening and listening to other people’s ideas even if you don’t do them, but what was your process like for deciding what to just listen to and what to do?
Candace Wendt:
Well, basically you had to do something and you needed do it quickly, and things were changing drastically or every day rather, and you were like, okay, so this is what’s safe for our community and for our employees. So, how do we change this? How do we implement this? How do we keep our community but distance ourselves in the way that we’ve been asked to do? So, implementing online, ordering curbside, which we do, still keeps us working, keeps us seeing our customers and also just the connection, of being able to do that. And the other programs we’re doing, we’re also doing some things with meeting healthcare workers and that’s another way we’re keeping involved in our community. I think the biggest thing, and I know I keep on talking about this is, just the opportunity that we’ve had to be involved just beyond ourselves, and if we didn’t do that, I honestly think that, if I couldn’t focus outwardly, that just focusing inwardly would make me crazy. Uh oh, I’ve lost you.
Maya:
There we go. Scusate. Dogs barking in the background. That is a really good point, is we’re all stuck here, you might as well kind of look outwardly and see what you can do for your community and help your business at the same time if you can. Have you seen any specific successes that you think you’re going to continue on in your business even after we can kind of start meeting in person again?
Candace Wendt:
I think so. I think we’ve always wanted, it’s two things. We’ve always wanted to do things where we gave back a little bit more and always have tried to figure out how that was going to work, and I think that we’ll probably implement more of those programs because I think not only, it brings your community together because you have a purpose-
Candace:
I think it’s just it brings your community together because you have a purpose. The other thing is that we were doing that lunch bunch and what right now we’re trying to do is come up with some more family meals and hot entree kind of things. It’ll be cold when it gets to your house, but you’ll heat them up. So that might be something that we can still keep those lunch bunches going because people will have evening meals.
Maya:
Right.
Candace:
They won’t probably have the daytime that they would use it, but they would have them deliver to their home and they’d be in an insulated bag and waiting for them as a convenience type food, but a healthy one.
Maya:
Absolutely. One last question here for you, unless someone in the chat has one, we’ll slip it in, but this is the last question for me. What are some steps or maybe suggestions you could recommend to people in a similar spot or a similar industry that are looking to find new avenues for their business?
Candace:
Like I said before, listen, flexible, being flexible. One day something right now, one day something works the next day it doesn’t seem to work. So being flexible with your plans and realizing that you might have to change weekly, daily, monthly what you’re doing. But we are going to make it through this and it’s going to be okay. Just rely upon your community, your social media community, but more importantly your personal community. Reach out to them, let them know what’s going on with you. Communication is huge-
Maya:
Absolutely.
Candace:
I think that those things are a good direction.
Maya:
Absolutely. Well, thank you so much for being here, Candace. If people are looking to find out more about your business and what you do, the website is foodheads.com right?
Candace:
Exactly.
Maya:
Absolutely. Well, thank you again. Super appreciate your time. Next up here we have Grace Nicholas from Crux Climbing Center. Crux is a climbing center based in Austin, Texas and it’s an in-person climbing gym where people go to climb. So you can imagine they’ve had to make a lot of changes considering everything that’s going on. So I’m super excited to hear Grace talk about some of the new programs are instituting and some of the changes that they’ve made to their business in this time. So let’s see if we can get Grace in here. One second and thanks for being patient to the audience and to our speakers as we work our way through this. 10 people is a lot to handle so I appreciate you being patient with us and working through it. Let me see here.
Jenna:
It looks I can’t bring Grace up but we do have our next panelist Kendall ready?
Maya:
No problem.
Jenna:
Kendall just let me know if you feel good about me bringing you up right now? Just put it in the chat. All right, she is ready to go. Here we go.
Maya:
Thanks Jenna. All right. We’ll give [crosstalk 01:12:31] Ciao. How’s it going?
Kendall:
Hi, Maya, hanging in here. Thank you Jenna for getting me on. I currently have children literally corralled in my house. I’ve now been booted outside. There’s dogs barking, construction, so there’s a lot going on.
Maya:
We’re all experiencing the same thing. I just had to mute myself because my dog was growling at someone walking past. So I feel your pain. Thank you so much for being patient with us.
Kendall:
Yeah.
Maya:
So I am-
Kendall:
Hope that’s okay. That’s just, it’s 3:00 on COVID time whatever.
Maya:
It is always okay. 3:00 on COVID is the constant state of being. I am so excited to talk to you and about Antonelli’s Cheese. Also, so is all of DigitalMarketer. We’re based in Austin. We know Antonelli’s and if you could just tell our audience a little bit about what you guys normally do.
Kendall Antonelli:
Sure. We are a cut to order cheese shop. We just celebrated our 10th anniversary in February. I clearly made too many jokes about, “Yay! We hit 10, we can retire.” Because then COVID hit and were like, “No wait.” [crosstalk 01:13:37] “Let’s hang on.” So what does it cut to order cheese shop? It’s like an ice cream shop but you can come in and taste everything for free and fun. Then if you something we cut it to order, which keeps the cheese better. We support smaller producers from around the United States and globally. Then we, in addition to our cheese shop, which we do cheese, and meat, and beer, and wine, and honeys, and preserves, we also have an events house across the street where we do about 200 to 300 cheese tasting classes per year and private events.
Maya:
Oh wow.
Kendall Antonelli:
We have a third location, which is our warehouse. Out of there we do… We supply artisanal foods to about 150 local restaurants or central Texas restaurants. We run our e-commerce out of there as well. So we have three physical locations so we have four revenue lines.
Maya:
Absolutely. So you mentioned that you have the live event, so you have a couple of locations. How is business working now that the stay at home order is in place?
Kendall Antonelli:
Oh my goodness. Just we were hearing some of the other speakers, it’s like reliving it and I already have tried to bury that. But around that March 20th, 19th day, 20th day everything became real in Austin when South by Southwest was canceled. So for us [crosstalk 01:14:54] was canceled, it doesn’t bring a lot of traffic to our retail, but it canceled all of our wholesale program. So all of our restaurants, which had, had us ordered for them, of course it was hundreds of thousands of pounds of cheese that was canceled on and we can’t hold them accountable to it. They’re in the same boat we are. So we lost half of our business revenue overnight. Quickly had to start making some pivots there. Then we just looked at other area’s we’re in Seattle, we tried to quickly stay ahead of the game and make a lot of quick adjustments before.
Kendall Antonelli:
So one of the things we did strategically is instead of saying, “What could happen? Or let’s wait until shelter in place and then we’ll put something else.” We just said, “Here’s the five different zones and levels of what Mayor Adler, our mayor might declare.” We started moving through those and then we said, “Heck with it, let’s jump to five and already be working through these systems.” So before it was ever mandated, we kicked customers out of our shop. We launched online orders, we set up a call center, which we’ve never done before. Which sounds easy and is actually really challenging as a small business and you have to pay labor for somebody to sit there on a phone and hold it. Curbside delivery into trunks really quickly.
Kendall Antonelli:
Then one of our quickest moves was then all of our events got canceled. I heard some other folks talking about this. So we did tastings where we take 50 people out to a farm and we couldn’t all get on a bus and do that. So we transitioned all of those virtual tastings right now. Instead they have skyrocketed, they always sold out and now we have doubled down in retail, and we have doubled down and events. So both of those programs are really real well. Which is good because it’s making up for our huge lost revenues. So in the end we’re saying we’re working four times as hard for a quarter of the money. At the end of the day we’re just hoping we break even. But we’ve been luckily able to hold on to all of our team.
Maya:
That’s spectacular. I have to say the online tastings kind of set this whole call in motion because one of my teammates did an online tasting, and told all of us about it. We all want it to do one. So that honestly is what inspired us to look at how businesses are getting creative with how they do things. So I was going to ask if it was successful, but it sounds like yes.
Kendall Antonelli:
Yeah. I don’t know we’ve been asked what will we keep after when things go back to normal? There’s never a normal in entrepreneurship.
Maya:
Right.
Kendall Antonelli:
I have a guest who might walk in front of the screen okay. He has decided not to. Homeschooling is not going well today. So I don’t know, we’ll never be able to… I guess if I’m looking on the bright side what has been great is a lot of stuff was in our business plan. We eventually wanted to launch Cheesemonger Live. We’ve had that domain for five years. It’s basically for people who can’t access and come into the shop that they could still experience cheeses the same way.
Kendall Antonelli:
So you call in and visually see the case and we talk you through the tastes and flavors and you can select it that way and we’ll still cut it to order. So we just went ahead and launched that. The classes, I don’t think we’ll ever take back people now… I guess one of the cool things, sorry that was distracting-
Maya:
You’re fine.
Kendall Antonelli:
Out of all of this, I know everybody, my plumbing is out, which is why the plumbers are here. So I just watch my child run into my front lawn and go to the bathroom and run back and I’m trying… They don’t need to know, but now you all know I have no secrets. The amazing thing is we have always, our goal has been to spread joy and it just so happens that we get to do that through cheese. We launched the virtual tastings as a way to just keep that program afloat. We could not afford to give back all that revenue. That was cash we’d already received. So we went to it because we had to. But now the amazing part is people are saying “I have nothing else to do and I just got to celebrate my 50th wedding anniversary with you guys, so thank you for giving us something to do. Thank you for breaking up the monotony.”
Maya:
Absolutely.
Kendall Antonelli:
So we’re getting to still see [crosstalk 00:09:55]. Then it’s the part I don’t think we can ever take back because it’s connecting people across the United States. So now this weekend, this week we shipped out cheese tastings in a box to 20 different locations across the United States and they’re all celebrating the fact that one woman just finished her chemo cancer treatments.
Maya:
Oh that’s amazing.
Kendall Antonelli:
[crosstalk 01:19:15] lead a live tasting for her, but they’re all in different places across the United States. So we’ve just now found a new way to bring it all together. It’s just been exhausting like everybody else said.
Maya:
That’s spectacular though. You guys were doing amazing. I do have one question from the chat from multiple people who asked, how do you do a virtual tasting? So if you could just break down what that means.
Kendall Antonelli:
Yes, that is a great question. Because we’ve been doing these Facebook Live events and I’m like, “If you’re just tuning in, no people are not just sitting here watching me eat cheese. So locally in Austin you buy your ticket and then you come and you still pick up a cheese plate and so you pop your trunk. We don’t ever touch each other. We put it in the back of your trunk. You go home and you tune in at a certain time and we will guide you through the tasting. So we’re talking about the makers and how they made it, how it’s a labor of love. Our American cheese makers and all of our artists and producers are really hurting. It’s really commodities that are thriving right now and we’re losing a lot of farms through this.
Kendall Antonelli:
So now telling your story is more important now than ever. So people are getting a taste through it with us and we’re giving them science behind the cheese. We’re giving them theories on how to pair, and most importantly we’re just trying to connect with people in these isolating times. So virtual cheese tasting class is that you have a physical plate in front of you. Then you tune in with us and we’re talking you through a tasting. So now that’s why we’ve launched the 2.0 version where we will ship it to you and then you can join in on a tasting as well.
Maya:
Got it. Absolutely. Well Candace… Oh I’m sorry not Candace. Candace was before you.
Maya:
It’s fine. Kendall, we have one last question for you if no one else in the chat has anything to say. But for people that are looking to do a similar pivot, it’s the same question we asked everybody. Do you have any suggestions or any advice?
Kendall Antonelli:
Sure. This is not exactly answering your question, but I’m always off script.
Maya:
Go for it.
Kendall Antonelli:
I think any business should be doing right now is I am trying to intentionally support locally owned businesses, but if you don’t have your website updated, or your Instagram or… So for instance on our Instagram we just changed our profile and it just says open daily 11-6 pm here’s how to support us. So right now I think there’s a lot of people out there, there are a lot of people out there who want to support you, but if they don’t know how you just have to make it as easy as possible. So putting that, we created a whole tab on our website that says COVID-19 and on it, it just has how you can support us. It’s literally the information you find anywhere else on the website. It’s just bullet-by-bullet by this box, join this class, order online here.
Kendall Antonelli:
So making it as clear as possible to people and then staying… I’m so sick of my phone and my computer, but… And we don’t have a fancy marketing company, but I’m staying glued to it and responding to every inquiry and request I have right now. So that’s just people want to support you and trying to make sure that your messaging is out there in a way that they know how to support you. I think my biggest advice is giving ourselves a lot of grace. It doesn’t have to be perfect. We are repeating to ourselves this mantra which we read in a book, the Miracle Morning by Hal Elrod, who now lives in Austin. Quick, easy read, great business book. But it’s “Progress, not perfection.” So for so long we had put off a lot of these things because we needed them to be perfect, Have the right software, and the most high-tech awesome thing for the cheapest cost.
Kendall Antonelli:
All that went out the door, the day the pandemic hit. We were like, we need to do it now. It doesn’t matter if we have duct tape it to the door, we’re going to figure it out. Because we’ve stayed true to our voice and our branding that I don’t think has taken a hit for it. So I think it’s make it easy for people to support you. Give yourself grace and then it doesn’t have to be perfect to go for it and just celebrate our wins. Everybody celebrate our wins.
Maya:
Woo! That is a DigitalMarketer, core value. So that is right on brand with us. Kendall it was a joy talking to you. I had a great time. Thank you so much for being here.
Kendall Antonelli:
Thank y’all! Way to go the other business owners.
Maya:
For people that are looking to learn more about Antonelli’s Cheese Shop and to do a virtual tasting. I’m sure we’re all excited to do that now, antonellischeese.com is the website. So next up, last but not least is Grace Nicholas from Crux Climbing Center. Grace is in their marketing department and they have recently implemented some new sort of membership options for how people that can’t physically go to their climbing gym can still support them. So I’m super excited to have you here. Grace, thank you for being patient with us as we kind of work our way through these interviews. Thanks for being here. Oh, there you are. Can you say me or can you hear me?
Grace Nicholas:
Ciao. I’m not hearing anything.
Maya:
Oh no.
Grace Nicholas:
One second. I’m not sure.
Maya:
No worries. We’ll give her some time to get that fixed. Let’s see. Jenna might be sending you a message to see if we can get you up and running.
Grace Nicholas:
Let’s try, then.
Maya:
Did that help? Can you hear me?
Grace Nicholas:
Yes I can.
Maya:
Woo!
Grace Nicholas:
There we go.
Maya:
Absolutely. Well thank you so much and it’s Grace Nichols.
Grace Nicholas:
Nicholas, there’s an A at the end but-
Maya:
Okay. We’ll fix. So thank you so much for being here. Thank you for being patient as we work our way through these interviews. I’m thinking we saved the best for last here. I’m very excited to hear about the things that y’all have going on, especially because I have some coworkers that go to Crux Climbing Center and love it very much. So, can you tell us a little bit about what business was before the pandemic?
Grace Nicholas:
Yeah, we are a climbing gym that has a membership monthly subscription as you would say. We also have pay in full and day pass drop-ins. We do a kids program. We were in the middle of our spring break camp. We have yoga, fitness, climbing classes, and a retail section. So there’s a lot of different revenue streams for our business.
Maya:
Got it. Absolutely. And so now you’ve pivoted your membership strategy because people can’t come to the gym at all. So can you tell me a little bit about what kind of changes you guys have made there?
Grace Nicholas:
Yeah, so a lot of gyms have done different versions of opt in or opt out. We decided that we’re going to freeze everybody and if they want to opt in, they’re allowed to opt in to keep their memberships going to support us and our staff during this time. In that process we said for everyone that will opt in to keep a membership, once we’re back open, then we will give a membership to somebody in our community that’s been affected by this COVID situation.
Maya:
Absolutely. What was the decision making process for that? How did you guys decide to go with the keep a membership given membership?
Grace Nicholas:
Yeah, we knew a lot of businesses were hurting, including ourselves and were… But more importantly that our community was hurting and how we can help them and support them. The other thought process being that if we return and only some of our membership comes back because they’re the ones that could afford it, it just seems so sad to us to think that when we get to come back not everybody would get to. That’s not fair. So we were like, obviously this will help us get the doors back open when we’re able to, and then we can also give that appreciation back, pay it forward.
Maya:
Absolutely. I absolutely love that. What kind of response have you seen to that from your members?
Grace Nicholas:
It’s been great, so we launched it after we decided to do the opt in section, but we saw pretty much double the amount of people that were opting in opted in after we launched that so.
Maya:
Oh wow.
Grace Nicholas:
Yeah, so-
Maya:
Absolutely.
Grace Nicholas:
It’s a great response.
Maya:
Absolutely. That’s so good to hear. If anyone has any questions for Grace, just a reminder to throw that in the chat for Michelle, but we do have one last question here for you, which is just for anyone that’s in a similar business, even if it’s specifically a gym,, or a personal trainer or something that, do you have any specific advice for them?
Grace Nicholas:
Right now I think community engagement is huge, so we offer our online yoga and fitness for free. We’re just trying to think of different ways to engage people in this time where people are still seeking out fitness. So you’re still top of mind, which is nice. Maybe not as top of mind as sport events, and like restaurants, and other businesses.
Maya:
Right.
Grace Nicholas:
But the fact that people still need fitness is great. I think right now any business, it’s how you treat your customers, how you treat your staff during this time is going to be a huge reflection. I think a lot of your customers base will value how you handle this situation.
Maya:
Absolutely. I think you’re 100% spot on with that. It doesn’t look we have any questions from the chat, so thank you so much Grace for being here. I think you had some excellent advice that people should really take. Especially, if they’re in that industry that’s very in-person and just kind of getting creative and listening to their customers. I think that’s absolutely amazing. If you are in Austin area and you want to check out Crux climbing center, it is cruxclimbingcenter.com correct?
Grace Nicholas:
Sì.
Maya:
Absolutely. Well, thank you so much for being here. I appreciate your time.
Grace Nicholas:
Yeah, thank you.
Maya:
All right y’all. Thank you so much for hanging in here for this office hours/insider training. This has been an absolutely wonderful experience to get to talk to you. All of these entrepreneurs making things work for them and taking lemons and making them into lemonade. So thank you to all of our panelists. Thank you to Michelle for being in the chat and keeping things running. Thank you Jenna for managing our speakers and keeping things as organized as we could possibly make it. Thank you to our audience for attending and we’ll see you next time. Thanks so much. Bye.