Leadership Business Panel | Rachel Hollis x Hollis Company

Leadership Business Panel | Rachel Hollis x Hollis Company


– And we come in one morning, and there are 6,000 emails
in our Gmail account. And I remember sweet Tara’s like, “I think Gmail has a glitch.” (audience laughing) And I’m like, “No.” Hey guys, I wanna make sure
that I am creating content that is exactly what you want to hear. So, will you tell me
which part of this video is your absolute favorite? Comment below and tell me,
did something make you laugh, did something make you cry? Did something super motivate you, or light a fire under your butt? Or, any old thing at all. Let me know, down below. And make sure you tell me
what minute it happened at, so that I can create
around that exact thing. Thanks guys. Guys! I’ve asked our Leadership
Team to speak to you. Some of them you will
recognize from our dance squad. They feel very comfortable on this stage. Some of them are sweating, they’re flop sweating,
right now, backstage. (laughter) So, I need you to give a
raucous, loud, all your love support to the HOKO Leadership Team. Give it up.
(sirens ring) (cheers and applause)
(upbeat electronic music) Alright sit down. (upbeat electronic music) Go ahead and sit down, guys. I want to make y’all jump up and down but I won’t ’cause you’re wearing heels and I’m a nice person. The best is that these people have been in t shirts and sweating and denim. Brad has sweat through
like seven t shirts, right? (cheers) And all of a sudden I just
saw him in the hallway and I’m like what happened, we leveled up. Okay, so we’ll, can we go through you guys have in your
workbooks if you’re wondering what they do, what their history is you can read their resume. We want to jump right
into the conversation so that we can add the most value. So I’ll just tell you
really quick, this is Dave. – Hey.
(cheers) – Kristen is our CFO, Brad
is our head of business development, RC whose
actual name is Rachel but when I hired her I said there can only be one of us so we literally changed her name to RC, that
sounds like “Devil Wears Prada” so she’s our head of product and Dee is the head of
the Start Today brand. (cheers and applause) So also running the merch booth, running the thing in the back,
leading out on the divas also the cruise director on the lido deck, also checking people in,
also the world’s greatest MC am I right?
– Hello. (cheers) – Okay, so we know I’m
obsessed with finance, right and so I want to start with our CFO who’s just tickled pink to have to be on this stage right now. (laughter) So what I think is
really interesting about having Kristen join our team is that as soon as Dave and I
started working together every day he was like
we need a badass CFO, we need a badass CFO, we need
a badass CFO, we need a CFO. And I had only ever really had accountants and then we had a director of accounting and then we had like, I don’t even know like an accounting coordinator. So we had this team and I was like what, I mean they make sure
we don’t get audited. Why do we need, I can see my thing, I know how much money we have and Dave kept trying to explain to me that you need this person to help you like you need to know, how I describe the relationship is, I
go on gut, I go on gut. The dreams are based on gut, I know you really well, I go on gut. Kristen goes on data. And you need that, you
need the ying and the yang together so you don’t do something stupid. So will you explain to them if they don’t have a high level person who’s handling the finances or accounting why a CFO? Why?
– Why a CFO? – Hold it right here.
– Hold it right here. See yeah this is definitely
not my comfort zone. – You’re doing great, Kristen. You’re doing great. (cheers and applause) – Kristen’s growing right
now, this is so good. – Yes.
– I am definitely growing. So why a CFO? So a CFO is gonna be a
great strategic partner for you as you’re insuring that your financials are compliant and that you have, like Rachel mentioned all of the data that you can
make fantastic decisions upon. So they’re gonna get you all of those standard financial reports. Balance sheet, income
statement, cash flow, ’cause we all know cash is queen right? – Cash is queen.
– So they’re gonna be able to help you control that cash flow, to maximize it in the best
way possible so that you can maximize your business. A CFO does a lot more than just doing those reports as well. A CFO is gonna help you make some of those other strategic decisions as you’re building the
structure of your business so Rachel and Dave have these big, amazing, audacious dreams, and they need that structure to build upon it. So we’re evaluating right now, what kind of software should we really use, should we use the software that we have or should we hire five more people to do what we’re doing? Really making some of those decisions so that as we continue to grow we have this structure that we need. I keep telling my team lately that Rome wasn’t built in a day, but we’re gonna lay like one amazing brick every single day so
that five years from now we have this foundation made of titanium because we know how big this thing we’re building has gone. – Yeah, and I would also say I’m just I’m gonna make what Kristen
said just a little more sexy. ‘Cause I’m thinking of
myself back in the day and I would be like oh that’s
something that I need later. So when we talk about this idea of helping you make decisions with data versus gut, it’s things like when we’re picking a location for an event and I’m like no no we have a really big
following in Des Moines. You don’t even know we’ve got a really big following in Des Moines and then with data they’re actually able to go yeah, but if you look at the ten thousand people who have done business with
you in the last nine months it turns out that 7500 of
them are based in Texas so we really need to
have an event in Texas. ‘Cause here’s, at the end of the day we all care about all the
things but you care about how do you make more money. And I would never have assumed, with all love and
respect I know now better but I wouldn’t have
assumed that hiring a CFO which ’cause she’s a baller
so she comes with a salary, that’s you’ve earned it, you’re awesome, you deserve every single thing but that’s an investment you make as a business owner which feels scary. And the return on that
investment ten X immediately. What we did immediately, or
think about things like this, who sells to people in different states? Do you know the tax
implications of selling to people in different states, do you know that each state has a
different tax requirement and if you sell to 50 different states you are required to do,
I did not know that. – Kristen knows.
– She knows. Right, so it’s those kind of things the things that help you
to not make mistakes. It’s not what you’re doing year one but it absolutely is something
that you need to think about. – One thing I would say
too that’s been amazing the thing that the people
in your organization are probably struggling
most with and afraid most to admit is their
competency with finance. And a CFO who is a good business partner to the leaders in your organization can create a trust that
affords your leaders the opportunity to learn
more about the financial levers in the business without having to fully expose themselves to either Rachel or I necessarily because in partnership she’s
able to come alongside any of these people on the stage or anybody else in the company to help them make better decisions that are informed with fact. – Yeah, so Dee, give it up for Dee, guys. – Dee.
(cheers and applause) – So Dee is one of my favorite children. Dee I hired pretty closely
right out of college, is that right, yeah?
– Yes. – So we’ve been together
for almost five years. – Four and a half years.
– Four and a half years and Dee is, I love and admire her so much because she has really
worked her way from, did you start as a
social media coordinator? – Social media coordinator.
– And now is the head of a brand in a huge
division for our company. (cheers and applause)
And it is, Dee to me, this is a core value is
the definition of growth. So she is always pushing herself so hard to learn the next thing,
learn the next thing, learn the next thing so
that she can level up. Dave said this earlier but
we had a meeting recently where we talked about this idea of what we’re building
and where we’re going, there’s not one person
on this stage right now that has the skills necessary for where we’re going to be even two years from now. Every single person on
this stage has to level up in order for us to achieve this dream. So, Dee, killing it. – Thank you. – The reasons I want
to talk about how long we have been working together is because Dee and I both have a
mutual obsession with y’all. We are obsessed with you. So can you talk a little bit about, for anyone who is trying to build that community, take
care of their customer, what are some of the
things that we’ve done and also this is kind of a weird question but how did I as a leader
instill that in you? Can you think of that? – Yeah, I think it was the idea that content is so important. Starting off as a social
media coordinator, Rachel was like “I don’t care basically what you post of course
that it’s motivation, inspiration, but that
it serves the community and that it’s also really pretty.” And so even when we were
working with clients like JCPenney, Target, Walmart, it was never like we’re just gonna post a picture and promote the product. It was like how can we use this leather jacket
that this mom in Montana never thought that she could wear, but we’re gonna style
it three different ways to make her feel so confident and when I was a social media coordinator, seeing that feedback it fired me up. I’m like, this is the
reason I do what I do. And I’ve kind of brought that into every position that I’ve had. I went from a social media coordinator to the marketing manager to brand partnerships to
honestly, you name it I do it.
(laughter) But I always learned
and it was always this intention that no matter what we do, we’re serving you guys and it came from Rachel because she’s
giving me this freedom to succeed but to also fail. I mean I have failed, I mean never where I’ve gotten close to fired but (laughter) I failed I mean it was back oh my gosh, October of 2018–
– Not that you remember. (laughter)
– I remember. But we were launching our
first product, Start Today, and Rachel’s like this is
my favorite thing about Rachel is she’s like, “I have an idea.” And so I just grab my paper and my pen and I’m like okay, I’m
ready whatever you want to do we’ll do it and she was like I want to launch this
product and I’m like okay let’s find this manufacturer in Canada, let’s build a new website
all the things come October 3rd of 2018,
we announce a product, the website crashes and I thought I did everything in my power to not make that happen and I was like we disappointed her, she’s
never gonna come back and I just like, Rachel
got on the phone with me because again this was
such a busy time for her and she was like, “It’s gonna be okay, as long as we let them
know that we messed up that’s all that matters, as long as we’re super transparent and honest that we made this mistake and we’re gonna fix it then we’ll fix it.” (cheers and applause)
And so yeah she’s just always been that pushing me to do my best even when I think that I can’t do anymore she’s
like, “Oh no, you can do it. You can build a website, it’s fine.” I’m like great I’m
gonna learn how to code, I’m gonna get with the developer and do all the things, and that’s constantly
what has been happening and I’m super appreciative of it. I think someone at my
age doesn’t get to do what I do and so even when people ask you know you’ve been there
four and a half years, you’re 27 years old, what’s gonna happen. I’m like, I don’t know but I know that I’m so passionate about it that I can’t do this
anywhere else so thank you. – Thank you, yay Dee.
(applause) – I try. – So kind of on the same tip, so RC is the head of products, she also manages our
customer service team. So can you talk a bit (cheers) (audience cheers)
We didn’t have a customer service team when you started. We had one, is Tara here? Tara’s not here is she? No, so we had one sweet sweet member of our community who
came to the first Rise and had always been so supportive and I would always see her on social media like no matter what
anyone would post under our hashtags there’s
Tara, she’s loving on ’em and one day I just reached out she’s a mom and I said do you want to make some extra money, do want to come and kind of be our
customer service person. None of us had any idea
what we were doing, we had a Gmail account, that
was how we handled that. And then journal gate happened, who was with us during journal gate? Okay, if you don’t know we had a crack ton of journals, we were so excited, our only mission was sell this product and then we sold the product and then the company that we partnered with to ship the journals just didn’t do it. It was so crazy and it
was the holiday season and none of us knew,
that was the other thing. We’re all living our best lives yay. Remember we’re eating
Jersey Mike’s to celebrate loving, look we sold our journals, it’s amazing and we come in one morning and there are 6,000 emails
in our Gmail account. And I remember sweet Tara’s like, “I think Gmail has a glitch.” (laughter) And I’m like, no. And it was awful and it was so hard but in the midst of that, I mean it is the biggest mistake and mess. ‘Cause we have to own
that like we partnered with that person, we
have to own that mistake and I’ll just tell you too so you know we literally called everyone we knew like if you had someone in the phone tree, someone at your church, who’s in the PTA with you, we literally called everyone in our tiny crappy office we had our team and we had 25 moms on folding chairs with old laptops answering
emails one by one, Dave and I were calling
people, for ten days that’s all we did was email and all of us, remember we’d ring a bell when we finally find an order we’d be like we found one. Or remember when you
emailed someone email back and be like actually we already got it we’d all cry like one person
got their holiday gifts. It was so, it was so horrible. I know it doesn’t seem,
it was so devastating to us because again we
are obsessed with you and we were like people
trusted us and they gave us money anyone not get a journal, is anyone still waiting for that journal? (laughter) – I called someone in Alaska like hey it’s Dave from the
HOKO customer service. I called you in Alaska. – Stop it that’s amazing. (sirens ring) (cheers and applause) And now she’s in the first row. – It worked.
– It works. But the most amazing thing happened this is how it is for you and not to you and I remember, just realness, I remember standing in our
kitchen when we found out that night like 10:30 at
night when we realized this was real and we had 10,000 customers who hadn’t, nothing had
been shipped to them and I remember us just holding like literally holding on to each other like we were inside of a storm and bawling our eyeballs out ’cause it was the first thing we had done together and we were
like we already failed. – We can’t even do this.
– We can’t do this. But then the most
amazing anything happened one of the emails we got out of thousands of emails, this sweet
sweet girl named Taylor who was at Kendra Scott. Taylor sends an email and she’s like “I love you guys, I love what you’re doing and I have been working
in customer service for ten years, I do this for Kendra Scott, I want to come work for you.” And we were like bring Taylor in here, get her in here. And we built that experience which was so horrific but it gave us all of our best practices
for customer service so will you talk about
how you built that out? – Yeah, absolutely so that
was like week two for me. (laughter) Also at the Hollis Company.
– And you were pregnant. – I was pregnant, no big
deal, we had just moved. But I think the biggest thing to me is customer service is the
heartbeat of the Hollis Company. So when I use all of
those things as an example we really were able to take that mistake and really turn it
into a lifelong customer, someone who’s sitting in the front row. And so you know overseeing,
being head of product, and overseeing our customer service team is the most incredible opportunity because I want each and every one of you to love the products you buy, the hats that you’re wearing
but at the end of the day we want to create an experience. So every single person
who walks out of that pop up shop, when you come
home and you put your hat on you remember the experience right? And so we were able to take journal gate and make it right and
do everything we could to make all of you lifelong customers. And so that really you
know we took the core values that Rachel went over this morning and we made some core values
for the customer service team and we live and breathe
those every single day. This year to date our
customer service team of seven have solved over 55,000 tickets which come in to us every single day. 55,000 tickets.
– A ticket is an email. So 55,000 emails.
– That’s close to ten times of how many
people are in this room so really you know we listen to you guys, we hear you, we see you,
no matter what it is. If it’s a bracelet that’s
broken or a journal that never got delivered. And so really being able
to listen to our customers see our customers and make things right and create that experience
should be embedded into the heartbeat of every single thing everyone does every day. – Can you speak to, because people are so terrified of feedback. We absolutely get people
who are frustrated or upset, or something didn’t go right, how do you train the staff so that they can handle that in the
appropriate way, in the way that we would want. ‘Cause we sort of lean
into like, give ’em all the products, love on them better, send them a pizza, buy them some flowers, how do we take care of them. – Yeah so I think again we
go back to those core values every single day we’re
focused every single week, we meet every single Monday
and we have a best practice to really strategically
think in the future of what are the questions that are gonna come in this week
and how are we gonna be available to react to that, right? Everything is not always
gonna go smoothly. There are obstacles but it’s how we react to them every single day. And so really being able
to remain calm right? It’s really easy to receive an email or hear from an upset
customer and in the midst of it get a little bit upset but you know I always say to the team, take a deep breath, we’re gonna
be able to figure this out. Making sure you know the
team is solution oriented every single day before
we start to get frantic and it really makes it
different, it makes us be able to navigate all
of those different issues and come to the table with a solution. And you know even if
there is a screen between the ticket that comes in
or the email that comes to us or it’s, you know the checkout stage we connect, we connect with our customers and I think whether you’re
in any type of industry being able to make that connection it’s what drives us. To be a part of a team
that is the heartbeat of a company, it makes every single day a blessing and even the hardest obstacles we figure out a way to make it right. Sometimes we send a pizza but. (laughter)
– I will just, I will say this, we had an experience where someone attended an event and they did not have the best experience. It was Rise Together, we
will never do it again but they sent me a note and they said they came in with an expectation that was different from the
experience of the event. And in that moment I had to make a choice. – This is the first time
I’m hearing about this because I knew I would get– – I shield yeah, and
the reality is I didn’t say anything about it to you because of the decision that I
had to make in real time. Because my instinct was
to get a plane ticket and fly to this person’s house and convince them that they were wrong about how they felt and then win them over and have them become part
of our family at holidays so that we could then live forever. But instead I decided to let go of the ego problem that I was having with their reaction to
our very best attempt and immediately said, man what a drag. I’d like to refund your money immediately and if you had to pay
for a hotel or air fare, I’d like to apy for that too. (claps) And it was gone, and
they were appreciative and ended up actually becoming a customer in something else that we’d created. But if I’d have spent
one ounce of negative energy trying to turn
them, change their mind, spend too much time
worrying about what one half of 1% of the attendees thought, it would’ve distracted me from
doing any of the good work that we were gonna go do. You’re gonna have people
who don’t want your thing. You’re gonna have people who are gonna be disappointed with your service. They aren’t for you,
that’s not a you problem, that’s a them problem, let it go. – Yeah.
(cheers and applause) The just real quick tactical thing that RC touched on I want to make sure you get this if you anticipate, anticipate what is going to
come into customer service. So what she means is, if
we have a journal launching they will get together as a team and think of all the questions that might come in and they
already have responses prepped, so your barista, your
staff, the different people who work for you aren’t unsure of how to respond to a customer or
client if they have a question. The worst, when I was a wedding planner I used to say, we never
say I don’t know, ever. Teach your staff this,
you never say I don’t know to a customer or client. You say you know what
let me find out for you. Never say I don’t know. So have a plan in advance for
how you’re gonna handle it. Bradley.
– Bradley. – Brad.
(cheers and applause) You may have seen him on
the Rise business stage and let me just say–
(cheers) we, who’s ever been to,
who went to Minneapolis or Dallas this summer? (cheers)
Or even L.A.? So you know that we usually
have a warmup dancer and we didn’t do it this time because we were like, well it’s business will they think that’s weird. And then the first day I was like Dee, we made a horrible mistake, we should’ve had warmup
dancers and Dee was like I will find a way. Literally and then within moments all of a sudden they
were like please welcome Brad and the Divas which I am
still peeing my pants over. (laughter) Did you guys notice they
were like the Mighty Ducks they got into a perfect V with no notice they were just like yes,
which is so our culture. Our culture is like yes let’s go, we’re dancing on stage
in front of 6,000 people. Will you explain where
that culture comes from, this idea of choosing joy,
how does your background sort of lead into that? – Yes. (laughter) To that exactly then
I am a person of story so I just have to do a little bit of story that will lead exactly to this. Ten years ago I started a business and I started it with someone I was in a relationship with and I gave all my money to that
business and then I realized that that was not the relationship I was supposed to be in so in order to get out of that business I left everything, all my money, all my income, everything. And I started at Soul Cycle right? And at Soul Cycle one
of their core beliefs is we’re a culture of
yes, and what that means is yes to your teammate,
yes we’ll find a way, someone comes in they have an issue, yes of course we’ll
find a solution for you we’ll find that yes. And what it also means
is when someone walks in and they got engaged,
it’s yes you got engaged. And when they graduated college,
yes you graduated college. And then when they also lost their father you said, yes, you lost
your father I’m so sorry and you lost your business, yes but you are strong
enough to overcome that. And so for me to show
up to that core value at Soul Cycle having lost my business, sleeping in my truck some
nights at 40 years old but to show up and celebrate people, their highs and their
lows was so healing for me as a person that I would
say it’s not the culture that you create in your company is not just for that big world out there, it’s for the people that
work in your company. – Yeah.
(cheers and applause) – Because if I didn’t have to show up to a place every day that
said celebrate these people I wouldn’t have been healed because then it suddenly wouldn’t
have been okay for me to have lost everything but
the way we all do you know. So these core beliefs that
what you’re setting up, it’s a small business is
such a beautiful thing to me because we love to
change the world but also this is the world you get to create. So the question is what are the flags you’re gonna set down, how are you gonna set the boundaries on your world to say this is what I want
the world to look like, to create it from the ground up. So yes, our core belief is yes yes we are a culture of yes and positivity because within these
four walls we can do it and that’s the effect
it will have on the rest of the world and the
people that come to us. (cheers and applause) Rad. – If someone is trying to create
culture for the first time, let’s say they have a team and they’re trying to create culture. Some quick ideas that they can use to, what does that look like
’cause we’ve talked about I know when we’ve discussed Soul this idea of you have
to keep instilling it and keep instilling it,
what does that look like? – Yes, on a daily basis, I mean we choose joy which is of
course my favorite one here. We say it constantly, even when we know things are rocky and down and it may even be a joke in the moment, we choose joy. But we do it because
we know at big picture we are choosing joy and so the more we do it over and over and that’s why we started something
which every HOKO meeting every week we have,
there are six different trophies as it were. – That are shaped like what? – La Croix bottle of
course, La Croix cans. So each ones for one of our core values. So the person that
received it the week before gets to choose one of the six and then they’ve looked
for someone during the week that they feel are
representing one of those, really embodying that core value so they can present it to
them in front of everyone really letting them
know why they find that. You’ve really shown growth
in ways that we just find so inspiring and I see it every day in your positivity and
the way that you say yes to everyone around you. So they get to share it
in front of everyone else and the person who receives it really understands why this is
important to everyone else and that they’re seen
for it, they’re validated and they’re heard just
for being who they are and so it’s a constant reinforcement about this is the world that
we are creating here at the Hollis Co and this
is what we want to do and we do it on a daily
basis to remind you. Because if you get to far
out in the world we forget, ’cause the world is a crazy crazy place. (laughter) But we remember here on a daily basis. – Yes, thank you. So we’re gonna end with the big guy. – Hello.
– So tell me, you came from this massive job right? You came from this massive job, you came from a company that you were at for 17 years where you
were extremely successful and beloved.
– And beloved. – And beloved and then you came here and we talked a lot about
this idea of humility and admitting when you don’t know, and asking for help
and all of those things and you’ve talked about this before on podcasts that this is
something you struggled with when you took over the CEO role so can you speak to that a little bit ’cause now we’re gonna
get into leadership. – Yeah, I mean the story that I tell in my book and I’ve told often was a story I forgot when I first came into this role, I reverted back to tendencies from the earlier parts of my journey at the Walt Disney company where I was the beneficiary of fast promotions that put me into places that were outside of the
bounds of my competency that in that space made me insecure that my not being holy and
perfectly qualified for the job likely had me being judged
by the people around me. At Disney in like the fourth year of my 17 I had four
promotions in four years and after having been put
in a job that was bigger than I deserved I went to a meeting and I thought my job was to make sure that every other person in the room knew how smart I was. Every time there was a silence in the room I would inject something,
whether it was worthy of or even a part of the thing that we were talking about in the room, and I felt very smart for showing how smart I was and we finished this meeting and my boss asked if he could see me in his office and I thought I was being
awarded a La Croix can at the time for genius, above and beyond the call of duty, thank you Mr. Hollis for the showcase of your knowledge in an area where it was not needed. I walk in the door, the door closes and he says, in words that still as I think about it pierce
my little baby soul. Shut the fuck up. (laughter) Now I thought I was like,
was it gonna be one five or two fives I didn’t
know what I was getting and he just daggers me and he said you have this job because we believe you to be the person who can get this job done. And every time you try and show us how smart or qualified or worthy you are of being in this seat, in an environment that isn’t asking you to justify your worthiness, you are undermining your cause and calling into
question your credibility. When I came to this CEO job at the Hollis company, I had 25 years of entertainment experience, I’d been the head of sales of the Walt Disney Company,
I was very successful and had never worked in what any of these humans do. I’d never worked in an online business, never worked in social media, never worked in product, never worked
with book royalties, never worked with digital education, never worked with any of these things. And despite all of what
it said on my resume I found myself uncomfortable
with the reality that my set of skills didn’t align perfectly to this role now that I was operating inside of and so I would over represent the bravado
of what I understood from my past life even though there was no application to it. And this woman, bless
her, who had 15 years of blood and sweat equity
leading up to that moment bit her tongue because of
wanting to preserve my pride and so finally we get to
have some great, terrible conversations her version of STFU. (laughter) And I was able to, in those moments, to be able to come more humbly to my team and say I don’t know, I’ve
never done this before. A lot of times by the way we’re walking into something that neither of us– – Nobody knows.
– Knew how to do. But at least in walking
into the conversation in a way that was more
open to the reality that we each needed to learn
instead of me representing a know it allness that nobody
wants to frankly follow and was also false and liable to lead us into a bad part of the
woods, we were actually able to go on a journey
together to find solutions. Be humble, admit that you don’t know. You will get surrounded
by things and people who can help you get the
knowledge that you need but only from a posture that humility leading first says, I’ma
need some help here. – Love it, guys give it up
for the HOKO leadership team. (cheers and applause) I hope that this was a helpful video or at least maybe entertaining. If there’s anything that you want to know that I didn’t cover, be sure and comment below and let me know what it is and also subscribe to the channel. Hit that like button, but subscribe so every time we post a new video you get a notification. Alright guys, have a great week.

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About the Author: Oren Garnes

24 Comments

  1. Dang it! It was ALL such useful information I can’t pick just one section. I will say it was inspiring to hear about the company culture! Its what I look for in a place of work and 100% motivates me to push harder and just want to be at work each day. Thank you for sharing!

  2. I really enjoyed hearing all the members from the leadership team, because each member gave their own perspective what it takes to be a Hollis "leader" in the company. Very practical information for me! Thank you

  3. I loved when RC talked about connecting with people!! It was very inspiring and I think it translates to many of us who have to be our own customer service person. I love customer service and taking care of people!

  4. I loved the whole video! I loved the learning more about the people who work for you and how they got to where they are. I love hearing about how everyone inspires each other which ultimately creates this creative & positive environment. I really liked hearing that even though she failed she was not in trouble, which enforces the environment you are creating in the world.

  5. By far my favorite video to date! As an operations manager of a company videos like this are priceless! To know that it is okay to fail bit you need to get back up again is something I needed to hear! Lov♥️♥️♥️

  6. I loved Meeting the team. The part with RC was my favorite and want to know more about customer service. More specifics.

  7. Love, love, love this video! I love seeing the behind the scenes people – it makes everything real and easier to connect to business principles.

  8. I found my brother when I heard my sister screaming after discovering his body- the same story as Rh finding her bother after his suicide. I am currently a new wife making it work on low income, attending a higher education none of my family have been privileged enough to attend before, while still making time for my passions. Like reading and writing and I can say truthfully I am so so SO glad for the Hollis Co encouragement!

  9. I really liked when Brad was talking about culture and the awards you give out. I think having the person who won last week give it to someone they saw is such an amazing idea. It makes that value stay living and breathing.

  10. 31 minutes is the most important to help us understand that we need to admit something we don't know. It is also important to recognize when to STFU. I am a leader of a team of 10-15 employees. My motto is, "there are two things in life I can't do… print real money and bring someone back to life; however everything is fixable and together we will figure it out."

  11. Great information! Would love to hear more on how you create culture within your company that Brad describes. Also how did you respond to those 6000 emails? Did you offer a replacement product? Was money refunded to customers? How did you handle the printing company who never shipped the product to your customers? What do you do now to ensure companies you contract with fulfill their obligations? Thanks.

  12. Loved all of this. 2 moments in particular. 20:21 when RC is talking about connecting. And I can tell you she walks the walk b/c she connected with me at the cash wrap at RISE Ft Myers! And 25:55 when Brad is talking about how the company culture is not just to draw customers but for the team as well. Also liked hearing a bit about the internal response to journal gate. I was not affected but had just started following you then and remember how devastated you were.

  13. i loved hearing about the journal issue and how it was handled. i loved hearing about your company culture and how you choose joy and prioritize growth

  14. This is so good , loved it all . I love how every leader was real , I can sense that they were all nervous however were honest and true and valuable assets to the Holco . My favorite is when Dave talked about admitting that you do not it all and be real to yourself . ❤️❤️

  15. I loved hearing about customer service, as well as about how you all created your business culture. Love the trophy idea!

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