when it comes to leading up the chain what do you do when your goals aren't
seeming to align example making money versus having him in impact okay this is
the deal here the goals have to align hmm they have to line and furthermore
they will align that is now you might have to go pretty high up the chain to
make this happen or you might have to dig pretty hard to make that happen but
this is a great example right the example is making money versus making an
impact and I'm gonna tell you that those two actually aligned how do they align
well let me explain if your company makes more money they
will have a bigger impact right they will have a bigger impact so let me let
me break it down a little bit more so so if you want to have a big impact on a
client right and so what you do is you spend so much time and so much money
with that client or with that customer you're gonna realize that the company if
you're if you invest that much to a client or to customer you invest that
much time and that much money your company's gonna go out of business now
how much impact do you have it that with that client the answer is zero now
sometimes the opposite happens and this is probably what you what the question
is related to for instance if we as a company we start cutting corners on
quality we start cutting corners on customer service whatever the case may
be we might make more money in the short term all like to save money how do you
know what we were supposed to have ten people answering phones we're gonna fire
six of them we're gonna have four left that means everyone's waiting on the
phone so now we don't have good customer service now and start to write a yelp
review I was on hold for 14 hours I hit this company right this happens this is
what happens this is the example so so now up the chain of command so before it
was look we need 30 people in the call center to answer the phone and that way
everybody gets an answer within 30 seconds when they call and what customer
calls it okay we're out of business in a month
because we can't afford 30 people so now we have no impact the other end of the
spectrum is we have three people in the call center responding to phone calls we
everyone has to wait an hour now no one everyone hates our company we also have
no impact yeah so the the they're the goals have to be aligned at some case a
but the thing is it is a balancing act it's it's between expenditures for the
cost to produce or the cost to provide service and you've got to keep that as
low as possible so that so that money is made but you can't go so low that
quality and customer service and follow-on business and customer
relations you can't go so low that it gets destroyed and so you as a as a
worker need to realize that your higher-ups are trying to balance that
and they're saying hey you can't dedicate this much time or you can't
dedicate that much time echo you need you're spending too much time with each
client you need to get three more clients well I can't give them the
impact that I want I can't give them the focus okay can you handle one more
client yeah I could probably do that okay we're finding the balance that you
know another good restaurant business right restaurant business is a really
easy simple one to understand because the quality of the food that we get and
the quality of the the chef's that we have the the more it costs to buy the
food the good food and the higher quality chef and cook and help we have
the better the food's gonna be well all that stuff cost more money so you've got
to find them if you you could have a restaurant where that's the best
hamburger in the world it's 84 dollars and you're not gonna have a line at that
place you but you make you have impact because you're having the best burger in
America guess what you're not gonna be in business to have that your impact is
going to be zero other side of the spectrum salmonella poisoning hazard buy
cheap stuff you cut you know refrigeration costs and and that's you
guess what you're going out of business too yeah so the goals are aligned at the
end of the day because profit equals growth growth equals impact now you know
are their ethical times where someone says hey we're
Droon or over company absolutely that which happened at Wells Fargo right
Wells Fargo had a had a a plague of that type of behavior and it was rampant
throughout the whole company guess where they're at now they're hurting they're
hurting they made a bunch of money in the short term hmm but guess what now
they're not trusted so they got to do some recuperation but that's a classic
example someone from Wells Fargo mighta asked this question yeah and you know a
year ago before the story broke and said hey Jocko we're trying to do something
positive here and the company where my goals aren't aligned with the company
and he would have been right and he should have raised his hand because what
he could have said was hey bosses if we keep this up we're gonna lose the trust
and confidence of the public and we're gonna be hurting and he would have been
correct mm-hmm so you got to find that balance but just remember that the even
though the goals might not seem aligned they are aligned in the end mm-hmm
they need to be did not saying they always are but if they're not aligned in
the end you're gonna you're probably gonna go out of business
mmm cuz you just cut a swath of mayhem you destroy your customers or either
through high prices or by low service one of those two things gonna happen if
you don't find the dichotomy the balance not even that comedy it's the balance
you gotta find a balance