This month Nicky and Terry welcome Stephen Shapiro, author of “Pivotal: Creating Stability in an UncertainWorld.” Learn how the planted foot helps you pivot in your business.
Speaker 1 (00:00):
Intro Music (00:02):
We are Randolph Shepherd Podcast. We're Randolph Shepherd podcast.
Intro Music (00:16):
This is the We are Randolph Shepherd podcast, promoting Blind Entrepreneurship and Independence. And now here's the Duko and Terry Smith.
Nicky (00:26):
Welcome to the We Are Podcast, the Month of Eptember. And once again, we'd to thank our sponsor, the National Association of Merchants Sideline Wealth Management, Tyler Technologies, cantaloupe, other food Service, FSIG, Blackstone Consulting, Sodexo, Integra, and Coca-Cola. Terry, how are you?
Terry (00:51):
I'm doing great, Nikki. Um, winding down the summer months and getting ready for the big push for the fall, uh, come coming our way. And we certainly have a busy fall coming up with, uh, September in Atlantic City and November in Nashville. Things are shaping up nicely, right?
Nicky (01:13):
They are, uh, coming together a little bit in Atlantic City. You know, we weren't gonna do anything because of the big blast, but the Vista Show is such a, a great partner with us, and, um, sponsor VARs and everything. And it's a great opportunity for blind vendors that buy from Vista or don't buy from Vista to save money and see new products. They'll have over 200 boosts this year. So we decided to, um, get together and have some networking done, and, uh, for people to take advantage of. And I, you know, you and I always feel it's great when blind vendors get together, something good always happens. So we put a little agenda together with, um, uh, Laura McCarney and Jesse Harle and, uh, access, uh, technologies and, uh, 365 and a few others. And today we added Chad Keeney, committee chair from West Virginia and Blackwood committee chair from New York on the agenda. So, um, looking forward to that. And of course, um, getting crazy about we haven't done a blast in six years, and it's getting crazy with rooms and everything already out there.
Terry (02:16):
Yeah, we, um, uh, you know, we were saying we're gonna have five to 600 people, but I don't know that either one of us really believed it when we said it. And, um, uh, but now we have, uh, uh, 355 rooms sold out and, uh, looking like we're gonna have just a tremendous crowd and we're trying to figure out what we're gonna do about space and all of that. The rooms are sold out. We do have an overflow hotel, so don't panic. And, um, you know, you can get on a waiting list for li list for rooms at the hotel, both events, the Atlantic City and the Blast in Nashville. You can go to the website. Our website has been, uh, we've been having technical, but we have gotten it up and we're gonna be over the next few weeks updating it. But both the Atlantic City event and Blast are now on the website@blindmerchants.org. So, uh, go register and look forward to seeing you at one or both of those, uh, huge, huge events. So, uh, Nikki, I said that the, uh, the lazy days of summer are winding down. That means that fall is here, and that means football is here, and that means everybody is hanging on our predictions so they can get their fan dual apps out and start making their bets. So, are you ready to tell everybody who's going to be the champions at the end of the season?
Nicky (03:46):
Well, I guess I get to go first and say, had it last year right? Since I picked the Michigan Wolverines.
Terry (03:51):
Okay. So, okay. That's good. We'll, we'll start with college. Yeah, you did it. You got it right. I mean, I'll give it, I, I'll give you credit. You, you hit it on the money and, and, and you almost had both winner, both teams in the Super Bowl, and then you just fell right there at the very end. But, uh, yeah, you had a, you had a good year last year. So let's start in college, and I'll tell you what, let's come up with the four teams that will be in it, and then tell me who your winner is. I, I realize with 12 teams and the brackets, it, you know, it's gonna be hard to hit all four, but just who we think the final, uh, four will be and who you think is gonna win it.
Nicky (04:25):
Well, I know one team that's not gonna be, and that's Florida State. And
Terry (05:34):
A backup quarterback
Nicky (05:37):
Arch starting by the middle of the year, and he'll lead him to the championship.
Terry (05:41):
So you're calling this the SEC invitational, basically you got, you got o basically Alabama and Texas
Nicky (05:49):
And Texas, and, and, and Georgia is right there too, but Georgia is a big favorite to go to the final. But, um, I think the Big 10 with Ohio State and, and, um, Penn State will be very tough. But, you know, my grand Jasmine just started at USC, so I'll pick USC one of your teams from last year, uh, Alabama, Ole Miss Texas and Arch Manning comes in to win the championship.
Terry (06:15):
Okay, well, you know, you and I were both high on Texas last year, and they, and, and, and they let us down, but, so I'm, I'm gonna go, I'm, I'm sort of following your lead here on this. I'm, I think it's gonna be the SEC Invitational as well, but I don't have the same SEC teams that you have. So, uh, uh, except for, uh, one, so I'm going, um, from outside of the SEC, I do believe Ohio State will live up to billing. And finally, uh, they're gonna may have a chance to play for the national title, uh, from the SEC I'm going with the Georgia Bulldogs, which is not a stretch. I mean, I've picked, I realize I picked the two favorites. And, uh, after that I'm going with the University of Texas, uh, as well. That's the only one you and I have in common. And as I do it every year, it's always a throwaway pick. Go Big orange. It's the real UT will be there. The Tennessee volunteers, so, uh, Tennessee, Texas, Georgia, and Ohio State. Uh, the winner will come outta the SEC and it will be Georgia Georgia's back on top again. And it pains me to say that,
Nicky (07:33):
Okay, now we got the pros coming up here. Terry Football starts a week from Thursday, right, the fifth of of September. So we gotta pick our pro picks, and we were both close later for you and Buffalo and the 49 ERs I had, Detroit and Baltimore. So I'll let you go first this time.
Terry (07:50):
Okay. So, um, I'm sticking, I, I still think the 49 ERs are the best team in the NFC. And, um, I think they, um, they, I, I'm, I'm going, so I'm gonna stick with the 49 ERs to represent the NFC, and then I'm going off the grid from the A FC. I know everybody is picking Kansas City, Baltimore is a close second, and I'm gonna shock the world. And I'm gonna go with the Houston Texans, um, to, to actually make it to the Super Bowl, see if they were for real last year. I think they were. I think they're definitely the best team out of the south. And then when they get into the playoffs, anything can happen. So I'm gonna go Houston versus San Francisco. And San Francisco will wear the Crown. Hopefully it'll be Jawan Jennings catching the winning touchdown pass in the fourth quarter. So what do you got?
Nicky (08:50):
I got like, like I told you, the FDCI, I got the central division, um, year, um, both central division was, um, so I'm picking Baltimore, Cleveland, Pittsburgh, and Cincinnati, and Green Bay and Detroit
Terry (10:08):
Well, okay, so you, you, you're, you, you really have high hopes for your Broncos.
Nicky (10:17):
I do, I do. I think it, um, it's cut a lot of people. They, the coaching's much better. People get used to it. Um, I think our stems is a lot easier this year, and I think we got a chance to, um, hopefully make the playoffs.
Terry (10:31):
Well, um, folks I know are hanging on their, um, hang, hanging on those picks. So go ahead to your FanDuel app and make your bets now and, um, uh, wish you the best of luck. Just so you know, I'm not betting a nickel on any of my table
Nicky (10:57):
I, I got a good, I got a good idea. When you come to Atlantic City, we'll be way up ahead already, so you can go right to the casino there, there you go. A hard rock. And make your bet there and a 10 blends and buy some products from this store. So it's a win-win win. Yeah, there you go there. Yeah,
Terry (11:10):
Good idea.
Nicky (11:10):
Good idea. Yeah. And, and, and, yeah, and, and the chances of winning two years in a row is awful tough. So, um, I en enjoy the picks and that's why we do enjoy the season and, and talk about it because, um, next month we'll be talking about the world, period. And, uh, who knows if any of our team will,
Terry (11:26):
I think I know
Nicky (11:27):
They'll all be there. I, I forget who even, I think they'll all be there. So that's the story,
Terry (11:34):
Alright, so Nikki, this is part of this show. We get to, we say, each one of us gets to talk about what's going on and what's up. So, Nikki, what's up?
Nicky (11:44):
So what's up, Terry? I think about this is, it's Labor Day, you know, and it's the first holiday in September, early this year. Labor Day for me is very up and down, you know, it's been something about, that's the end of summer, which everybody knows. I love the beach and love the shore, you know, school starts, it's exciting. Football season starts, it's exciting. I love the weather in the fall, um, you know, to put a sweatshirt on and get this nice space, the boat humidity and all that type of stuff. Our business picked off at the post office and stuff, because, you know, we're always very slow in, in, in the summer, in July and August, part of vacations and all that type of stuff. So, and it's also, um, which usually starts to start the political season. You know, everything starts after Labor Day.
(12:29)
But man, not this year, my thing that what's up is enough is enough with this stuff, it's gotta stop. You know, I love technology and I love social media. I love a lot of things about change and all that, but I'm just tired, tired of all the social media stuff there. He said this and he said that, and he did this, and he did this, and it's gotta stop. I wanna go back to the old days where it starts after Labor Day and you start thinking about who you wanna vote for and all that kind of stuff. So, um, I think we, I wanna go back to those days. And one last thing I want say is that, um, when I lost my sight, one of the things I listened to it all the time in New York was WCBS radio, which was the news station.
(13:11)
It was kind of like my newspaper listening to sports scores and stories and weather and such a clock to it and all that type of thing. Until you, after 57 years, they shut down. Last night was the last time that they'll be in business taken over by ESGN Radio in New York. Um, kind of sad that, that that happened, but, um, it's the way of the world anymore because of social media. So that's what's up with me looking forward to Labor Day. Looking forward to the fall, like you said, a lot of travel, a lot of conferences coming up, but also the end of the summer is always kind of here in there for me. So what's up with you, Tara?
Terry (13:48):
Well, before I get into what's up with me, I will say, I was thinking the, you know, you were talking about social media and, and all that that's going on with the election. How did they do elections a hundred years ago when the only source of news was the newspaper? That's all you had. And, um, you know, they, they couldn't go to all, to all, all, all around and, and do rallies and all that kind of stuff, and had to be such a different kind of day when, um, um, I, I don't know how you knew who you were for or who you were against, but, uh, yeah, you, it today it is just, um, o overwhelming and, um, you know, without getting political, I just want it to be over with too. Be glad when November 6th gets here and, uh, when we get to blast, we're gonna have a lot of discussions about what the election, how it turned out, and what that means for Randolph Shepherd.
(14:39)
So that'll, that'll be good. But, uh, I'm ready for it to be over. But what's up for me is I'm gonna, I'm, mine's, mine's a little more, um, personal, is that, um, I think we need to outlaw talking scales, so, uh, I've not been able to weigh
Nicky (15:51):
And you know, what's funny is I got on the field the other day and it said, please, one at a time. I'm not sure.
Terry (16:07):
Yeah. So that, that's,
Nicky (16:09):
Both of us lose a few pounds so we can go out and, and, and socialize and network and enjoy some good food around the country.
Terry (16:16):
Nikki, before we get into, um, the, um, uh, our, our, our guest today, a couple I want, I wanna mention a couple things real fast. And, uh, first of all, um, we're recording this, uh, uh, on the 26th of August. Uh, it'll drop hopefully on the 1st of September. Uh, but today was the day that AFEs, the ex Exchange had to file their response to our lawsuit. And so now we're just waiting, uh, to see what the judge says. Is he gonna, uh, is he gonna toss the case like, uh, a fees and the Department of Defense have asked him to, or is he gonna hear the case on its merits, which is what we're hoping for. So this is the, we're down to the, to the crunch time. This is, this is what we've been building up to. So, um, let's just keep our fingers crossed. Everybody out there if you say a prayer or cross your fingers or, or find you a four-leaf clover or something. But, uh, we're hoping for good things. You agree?
Nicky (17:19):
I agree. And, um, we got one thing going for, and that's the law. So hopefully the law will prevail and, you know, we'll start, we just wanna get to get, we want the case to be heard. If the case gets heard, we're gonna win. And that's the big thing right now. Let's go.
Terry (17:35):
I, I agree. Judge hears the case. Let's go. Yeah, we'll win on the merit. It's just getting
Nicky (17:41):
Yep.
Terry (17:42):
The, the other thing I wanna mention.
Nicky (17:43):
Got it. So
Terry (17:45):
The other thing I wanna mention was the, um, the, the technical assistance circular RSA, uh, recently issued, uh, in terms of how you can spend money, uh, set aside none and, and federal un federal rehab dollars in acquiring vending facilities. And this was the second tack they, they put out. Um, and, you know, we've had a lot of input and a lot of dialogue and a lot of conversations with them. And, um, you know, the first one they put out, which we thought was very good, and, uh, you know, really created some opportunities for us. I thought the second one they did, uh, was, was, was, was very good as well. Uh, there's still some things that are unclear in there. Uh, I, I really thought the discussions about, you know, how you can renovate facilities and when the nature of the facility changes, it's treated as a new facility.
(18:36)
I think that's huge for us. I think it's huge for us that when a vendor goes into a facility, it's treated as a new facility, even though it's an existing facility. I think that's huge for the, uh, for the vendors, I really appreciated the, the discussion about food trucks. They just put it right out there. You know, the, the states can buy food trucks that states can buy vehicles for, for vendors who are operating vending routes. Um, that the, you know, that the states can do that, that the states can, um, you know, do franchises and pay the franchise fees for the first six months if they want to. Um, just a, just really open it up for state agencies to really do some innovations if they only will. And, uh, you know, as, as, as I've said many times, IMSA's loudest critic, uh, but I, um, uh, I also pat them on the back when they do well.
(19:33)
And I think with these first two tacks, they really have knocked down some barriers to states to really do innovation. So I think, you know, states have been able to look at RSA and sort of blame RSA, well, we can't do that. We can't do that. Well, RSA said, yes you can. So now it's back on the states and it's, uh, it is on our vendors to make sure it happens too. The vendors need to really be working and pushing the, uh, the state agencies to start doing some of these innovations and, uh, you know, not accept we can't do that. Um, because it's usually, I always used to tell my boys, it's not that you can't, you won't. And, um, so that's sort of where we are with some of this stuff in Randolph Shepherd. It's not that they can't, they won't. So hopefully, uh, we'll, you know, these tax are gonna make some difference. And we have a third tack coming up, uh, on the, on the use of setaside. We've had an opportunity to have some input on that as well. I don't know what that's gonna look like, but it'll be coming out hopefully, or they, hopefully, you know, uh, they said it'd be out by this, um, fiscal year, which ends September 30. So looking forward to see what that one says as, as well. But I, I think you'd agree there's been some, some, some positive, um, leadership that we've gotten on these, on these issues from RSA, right?
Nicky (20:47):
Oh, for, for sure. And, you know, we always complain about how much money's returned every year. The states can't spend it well with this tax. There's no reason that they can't spend it. I mean, you're right, blind vendors have to push it and say, Hey, well, I've got this opportunity, you know, I found this a place at a mall. I did this, I found this. But, you know, the fact that they can use dollars to make it offending facility, it's huge. I applaud RSA for that, you know, I mean, I know you're the biggest critic and I'm not far behind it, um, and stuff. So, um, look, but let's, let's get this going now. Again, the ball now is in the quarter of blind vendors and SLAs, uh, RSA has opened up the door. Let's kick it down and let's, let's, let's expand in this program. So, and put some money for it too.
Terry (21:29):
Yep, totally agree. Totally agree. So Nikki, we were, um, in, we did the innovation blast in February in, uh, Orlando, Florida. And, um, it was, uh, you know, it was, it was a fabulous conference. I think what we, we talked 250 people at a conference that we threw together literally in six weeks. And, um, just, I'm still blown away when I think about it, that, that you called me like the week of Christmas and told me we were gonna be doing this, and it's like a, I thought you were outta your, outta your mind. And, uh, you know, we pulled it off and it was a great conference. And, um, you know, one of the keynote, the, the person who kicked off the, the, you know, the first morning, um, was, uh, Stephen Shapiro and, uh, Stephen, uh, is a, is is an author and a, and a keynote speaker and a podcaster, and, um, does a lot in the area of innovation and change.
(22:30)
And he's got a new book out called Pivotal. And so I had a chance to sit down and talk with him for a few minutes, and I'd like for our listeners to, to hear what he had to say because, uh, I think, um, he, he, he did a, uh, he did a great job in Orlando, and I think you're gonna enjoy hearing what he's got to say here today. We're here today with Stephen Shapiro and many of you, if you are at our blast, innovation 24 in Orlando, Florida, uh, you heard Steven, Steven is, uh, uh, an innovation expert for the lack of a better term. And, uh, he's, he's an author and he's a speaker, and he's a podcaster and, uh, just does a, a a little bit of everything when it comes to, uh, innovation. And, uh, we really appreciate you being here, Stephen,
Stephen (23:18):
Um, honored to be here. I'm looking forward to the conversation.
Terry (23:21):
Well, you know, you were in Orlando and, and, and you were our big kickoff speaker on the, on, on, on, on, on our, on our first day there. And, uh, uh, that, that morning to get, get us kicked off to, uh, a really good start. You talked about, uh, you know, innovation and reframing our opportunities. I think it was, is, is what we talked about. Uh, and you know, you, you got a great reaction and, uh, a lot of people really enjoyed it. And I can tell you Nikki, who, who, who you met, who's our president, uh, still talks about a couple of the examples you gave. And, uh, so you, you, you, you were well received there.
Stephen (23:58):
Well, that's fantastic. And it's a, a topic I'm really passionate about. I mean, we have more problems and challenges and opportunities than ever, and how do we deal with that? I mean, that, so I, it is to me a very important conversation.
Terry (24:12):
Well, we've had tried to have you on here ever since then too, and, and your schedule didn't work or my schedule didn't work, or we had something else lined up that month. I'm glad we were finally able to get together and is, and, and the timing is actually really, really good because, uh, you have a new book out, I think, uh, the Down Co, the, uh, named Pivotal, uh, creating Stability in an Uncertain World. Is that correct?
Stephen (24:32):
That is correct. Just came out, uh, about a month ago.
Terry (24:36):
Yeah, I was, um, I, I was reading through your, your, your book and, um, uh, you know, I appreciate you sending it to me so I could, uh, look at, look over it and familiarize myself self, self about it. One of the things you mentioned in your book, and I want you to sort of elaborate a little bit and, 'cause you talked about the power of the Planet Foot, and you know, that's a concept that I've never heard in this context that we're, that, that we're talking about. Would you sort of explain to our listeners when you, what, what you mean by the planted foot?
Stephen (25:05):
Sure. So the word pivotal sounds a lot like the word pivoting. The first five letters are the same, but they're actually, even though they're related concepts, they're quite different when we think of a pivot. So if we use basketball as the analogy, a pivot in basketball, basically you have a foot that's moving around in circles, and that's what we've sort of adopted when it came to business. It's the movement, it's the shift, it's the change, the pandemic hit. Okay, we have to rethink. Well, if people aren't going into the office, what does that mean to our business? So we had a shift, uh, then we had inflationary issues and supply chain challenges and ai. And look, the list keeps on going on and on. And so what ends up happening is we're spinning around in circles chasing the next bright shiny object. But what most people don't realize is in a pivot in basketball, there is actually one foot that is firmly planted to the ground.
(26:00)
If you move that foot, it is no longer a pivot. And so I feel like this is such a really powerful analogy for what businesses need to do. Yes, we need to change direction, but most organizations are changing direction on a faulty platform on quicksand. And if we plant a foot, if we identify what is going to give us stability, then instead of always focusing on what's next, we can focus on what's now, where do we double down? What shouldn't change that if we invested more deeply in it is going to give us a long-term benefit. So that planted foot is actually in a pivot, the most important foot, because then it does enable future change.
Terry (26:44):
Awesome. And, and I love the basketball analogy. That's something that, uh, Nikki and I are both huge sports fans, so we can, we can certainly, uh, relate to that analogy. And you, you, you talk about pivoting I in, in a context of what we're talking about here. What, what does it mean to be pivotal?
Stephen (27:02):
So pivotal, the dictionary definition means to be of crucial importance. Uh, it means to be irreplaceable. And so when I think about it, what it really means to me is how can you as an organization, even as an individual, be so critical to someone else's life business success, that you are the only one that they could do business with. And so when I look at, uh, you know, what helps us be most successful, it's really getting back to our roots. And I always say innovate where you differentiate. You can't be the best at everything. So figure out what you do better than anyone else that's going to stand the test of time that people want. And that's where you plant your foot. And that to me is really the key for all of this, is just making sure that we become pivotal for our customers and our clients and, and our employees, because that means then we are of crucial importance.
Terry (28:04):
Talk to us just a little bit more about what, what you mean by innovate, where you differentiate.
Stephen (28:10):
So differentiation is a, a term that's been around for a long time, and a lot of people sort of use it in, from my perspective, the wrong way. They focus on the different part of differentiating, but actually that's only one facet. So I talk about five ds, five different dimensions that you need in order to be differentiated. And yes, being different, which is the distinctive aspect is important. You have to do something that no one else does, but you also have to be desirable because just because you're different doesn't mean people are going to care. So what you offer has to be valuable externally to your customers, but also valuable internally to whatever stakeholders you have, whether it's employees or shareholders. So we need to get that balance between that distinctiveness, that uniqueness, but that desirability, which really anchors us in, uh, value creation. But then, then beyond that, we need to be durable, which means that we can't be easily copied if somebody can just come in and do exactly what we do.
(29:18)
That's not really a differentiator. Uh, so we need to make sure that what we do is actually not only unique to us, it's something that we do that no one else could do. And then the last two Ds are dynamic, which means we do have to pivot from time to time and disseminated, which means that everybody internally and externally needs to know what your differentiator is. And so, I mean, it's a little academic there, uh, but I, and I can certainly give you an example, but when I think of a differentiator, it's not just being different, but it's about long-term value creation in a way that no one else can.
Terry (29:49):
And you hit me those five D's again real fast.
Stephen (29:52):
Sure. So the first two are distinctive and desirable. The next two are durable and dynamic. And then the last one is a, uh, called disseminated, which basically just makes sure that first every person in your organization needs to feel it in their bones. I mean, they really need to understand what your differentiator is, not just at an intellectual level, but at a visceral level. And then you use that when you're selling and marketing. So just as you want to innovate, where you differentiate, you want to sell and market where you differentiate, you want to make sure you focus your messages on your differentiator, not on everything you can do, because that's not really the best way to target people. Yeah,
Terry (30:39):
I was talking with you offline about, uh, the analogy in your book where you're talking about differentiation and how State farm insurance, which my wife is a State Farm agent, and, um, how they differentiate themselves because of the network of agents that they have. And their insurance is no different than anybody else's to be honest. And they, you know, but, but they differentiate themselves, uh, with, in, in, in that, in that one aspect. And so I can really relate to what you're, what what you're talking about in, in that regard when you, when you look at our folks, um, and, and it sort of talk through it just for a minute about, you know, our guys are, uh, you know, they're blind entrepreneurs who are operating mostly food service operations, some gift shops and things like that, uh, in government buildings. Um, and so if we sort of talk through some of the stuff we've, we, we've, we've been talking about here, I guess like when you're talking about planning your foot, the planted foot in, in our case would be the products we're selling, the service, what whatever we're selling. I, i, i is, am I reading that correctly?
Stephen (31:49):
Sort of. But the reality is, if we look at it from a durability perspective and a number of other, other perspectives, in most situations, our differentiator isn't a product service or offering. It is a capability. And so when you look at, you know, your industry, what is it that you do that maybe you can leverage in other ways? Uh, it doesn't necessarily mean that what you've done in the past is all you can do. Maybe there's different ways to offer services and capabilities. Uh, I'll give you just a quick example. Otis Elevator for the longest time, basically just manufactured elevators. And what they realized was is we're not really in the elevator manufacturing business. We're in the elevator business. We're experts in all things elevators. That is a capability we have as an organization that we can do better than anyone else. And they realized instead of just making elevators and installing elevators, what if we serviced elevators? And not just Otis elevators, but what about elevators from other manufacturers? And when they shifted, because when they recognized the capability wasn't manufacturing, but the capability was their understanding of all things related to elevators, right now, their, their service contracts are actually the most profitable part of their entire business. So it's a capability that we can leverage to create new products, services, and offerings.
Terry (33:14):
Okay. Um, I know you a lot of people when when they think of, think of our industry, they think of selling candy bars and potato chips and, and, and that kind of stuff. And you know, I've heard Nikki talk about it many times that, you know, we're not in the candy bar business, we're in the people business, or we're in the service, uh, service business. And uh, sometimes it's hard to differentiate that
Stephen (33:37):
Well, but I think you're on the right track because selling candy bars is probably more of a commodity. But if you think about what capabilities and abilities and skills do you have as an organization, well, what else can you do with that? How can you serve people in a way that is valuable to them that leverages what you do well? And it might help you move in a slightly different direction because selling candy bars probably isn't the main differentiator. It is some level of service culture. There can be a number of different things that could contribute to that.
Terry (34:11):
Exactly. Okay, well, I'm going to, you know, challenge the, the folks that are listening to this, to, to, to sort of think about the things that we, we've talked about and, and how do they differentiate and then how can they improve their business by building on, you know, what, what does make them different. I think that, uh, an important concept for them to be thinking about every day in their business.
Stephen (34:37):
And that's great. Can I give you just a, a quick story that might bring some of this to life? Sure. Uh, so I, I love this. And when, and when I tell people the story, a lot of people have a very positive visceral reaction to it. So there's a, a company called Radio Flyer, and what they're known for is their original Red Wagon, which is basically, it's a wagon, it's a metal wagon, and a lot of people had them as kids. The company was founded in 1917, but the thing that they've realized is they're not in the wagon business. So Robert Passin, who is the current CEO, I think he's the grandson of the original founder, he goes around and he talks to people because he wanted to understand what is our differentiator? What makes us special? Lots of people manufacture elevator, uh, man elevators manufacture red wagons, but there's something special about us, what is it?
(35:26)
And so he would talk to people, he would talk to customers, and the second he would say, oh, I'm, you know, with, with radio flyer, they would smile and then immediately they would launch into some kind of story. How? Well, my wagon wasn't really a wagon, it was a spaceship or it was a, a flying carpet. And I just talked to somebody the other day and he was telling me it was the centerpiece of their Christmas decoration. So it was never the product, it was never about the wagon. It was about the experience and the wind whipping through their hair and the grass and all the other things that they would experience. And so what they've decided is their differentiated, their purpose, what they're all about is not wagons, but rather, uh, creating smiles and memories that last a lifetime. And so that's not about wagons.
(36:11)
And if you think about what that means for the organization, if you're somebody answering the phone, you're in customer service for radio flyer, your job isn't to fix a problem or to sell a product. I mean, that might be part of it, but you want every person who interacts with you on the phone to smile and leave with that positive memory. Their store that they launched in Chicago, yes, they're trying to sell wagons, but they wanna make sure people have smiles and have those lasting memories. And they do a lot of really clever creative things in order to make that happen. Every person inside that organization understands their singular job is to create smiles and to create those memories. That to me is a capability because then they could create stores and they can create new products. But that belief that we are about creating smiles and memories lives through everything that they do.
Terry (37:07):
That stories in your book. And there's a lot of good stories like that. And I would encourage our listeners to go out and, um, you know, get your book, uh, and it is available on audio and you record it yourself, correct?
Stephen (37:18):
I did, yes. Nine hours in a studio,
Terry (37:22):
Stephen (37:22):
Although the audio book isn't nine hours, it's only about four and a half hours. 'cause well can't record it all at one time.
Terry (37:28):
All guys put it on double speed, so it's a little over two hour read for, for most of our folks, and some of 'em go faster, faster than that. So where can they get the book
Stephen (37:37):
Pretty much anywhere? I mean, the audio book you can get on Audible, uh, ALS also on Amazon, but you can also get it at Barnes and Noble or wherever you decide you like books, you can get it there.
Terry (37:47):
Steve, we really appreciate you being here and, um, I look forward to having some further dialogue with you and maybe seeing you at one, one of our future meetings.
Stephen (37:56):
That would be amazing. I look forward to it. Really
Terry (37:58):
Appreciated, uh, get getting to sit down, um, with, with Steven. He's, he, he's a great guy. And, um, you know, I hope our, our folks in Mississippi we're listening because he's gonna be the keynote speaker at the Mississippi Annual training conference, uh, that we're planning for, for the state of Mississippi. And so Steven has agreed to come be part of that and we're really excited that he's gonna, that he's gonna do that for us. And, uh, just a just a lot of things there, there, there to think about. And Nikki, he got, he got us kicked off right down in Orlando, didn't he?
Nicky (38:33):
He did. And you know, we get so many of these speakers that we look at and check and do things and, and we've been very lucky on getting guys like Steve that really hit the, hit the nail on the head and, you know, and a little bit different approach to, to speech and everything. And you gotta, so you know, very well in Orlando and I looking forward to hearing 'em in Mississippi. And also, uh, uh, hope everyone enjoys them on Mississippi.
Terry (38:58):
Alright, so that's about going to do it for us this, this time, Nikki. And, um, hope that, uh, I know you will be, uh, this thing should be dropping about the day. You're probably back at the shore and enjoying Labor Day. And, uh, I'm gonna be going to my mom's for, uh, labor Day and then she's gonna come back to Chattanooga and spend a week with us in Chattanooga. So looking forward to that. And so hope you have a, a good one. Until next time, we'll see you.
Nicky (39:29):
Well, you too Terry. Enjoy Labor Day. Um, I'll be doing that and I'll be heading to New York for their annual meeting, first time in a few years that we're gonna travel up to Albany and do that. And then we hope to see all of you in Atlantic City. And don't forget to register for Atlantic City. Register for Glass and we'll see you then. Everybody enjoy the end of the summer. Thank you.
Sponsor info (39:49):
The, we are Randolph Shepherd podcast. Would like to thank our sponsors, the National Association of Blind Merchants, Coca-Cola, Pepsi, Sodexo, you selected Southern Food Service, Tyler Technologies, Anderson Food Service, RSA Management Group, Siteline Wealth Management, and Cantaloupe.
Terry (40:14):
If you would like to support the We Are Randolph Shepherd podcast, we would love to have you on board. Corporate sponsors may contact nikkiJacobs@nikkicolorado.netscape.net. Individuals who would like to support the podcast may do so by donating to the National Association of Blind merchants@www.blindmerchants.org. We would love to have your support.