The Art of Leadership and Communication

It's not so stiff. There is a balance. And if you're going to come here and spend more time with me than you do with your own family, why don't we have a little bit of dessert as well and make it fun? And it's not enjoyable to be a boss where people are afraid of you and you scream and yell and make people stress. There is that responsibility. They have a job to do. Yeah. But we can almost do it by doing the apex, by being the leader and the one that can fly the highest and the furthest and the fastest. Thankfully, this is my wheelhouse. So at any time I can jump on this and I can not only resolve the issue, would share a lesson to the agent that was looking for that guidance. So in essence, I just don't write checks. This is something that, as you say, you quit after a little bit but got the skills. I sold my soul. I decided to be in this industry for 24 years because I saw the art of the speech. I didn't want it to be ruined and muddied by the bad reputations that stocks and sweet steaks and other centers do that take advantage of people there. You know, Alex, there's a ton of people out there that earn a wonderful living by retaining a client for a company, setting appointments, making business, getting a referral, possibly if a client is upset and giving you an exit interview or feedback that you're responsible, take the suggestions and implement. And so as long as you're engaged and proactive, that individual's priceless for a corporation. Big Performance Podcast hosted by Alex Elish. Gamifying the Workplace with CEO Richard Blank. Big conversations with bold thinkers—where curiosity meets connection. On the Big Performance Podcast, Alex hosts unscripted, thought-provoking conversations with fascinating guests, exploring ideas that challenge, inspire, and entertain. For Curious Wanderers, Critical Thinkers, and Seekers of Meaning drawn to spirituality, philosophy, and knowledge. Featuring Authentic Storytellers, Big Thinkers, and Bold Explorers unafraid to tackle life’s biggest questions. Subscribe and join a community that values exploration, growth, and meaningful dialogue. Today, we speak with Richard Blank, a remarkable entrepreneur who transformed his dream into a thriving reality. Richard's journey from renting desks to running a 300-seat center in Costa Rica is nothing short of inspirational. Guest Introduction: Richard Blank is the CEO of Costa Rica's Center, a powerhouse in the telemarketing industry. His unique approach, combining old-school values with innovative strategies, has not only helped him grow his business but also fostered a strong, resilient company culture. Richard's story is a testament to the power of relationships and perseverance. Key Takeaways: 1. Journey of an Entrepreneur: Richard's transition from a communications background to a center mogul. 2. Building a Company Culture: How Richard's focus on relationships and trust helped him navigate challenges, including the pandemic. 3. Surviving crisis: Strategies Richard employed to maintain business continuity and employee morale during the pandemic. 4. Gamification in the Workplace: The importance of creating a fun, engaging environment for employees. 5. Communication Strategies: Tips and techniques for effective telemarketing and client interaction. 6. The Role of Empathy in Business: Why human interaction will always have an edge over AI in customer service. 7. Richard's Passion for Pinball: How vintage arcade games play a role in his business and personal life. Creative Marketing Like Music Hits I tell you what, that's why certain restaurants have large menus and 32 flavors of ice cream. It's my one taste of the color red might turn off somebody, but they prefer mint or yellow. And so fortunately for me, I've opened it enough where let's just say I do a podcast with somebody and I'm going to market that individual. My marketing team will take, I don't know, maybe 10 to 15 images. Combine the two. And just, you know, it's almost like an album from back in the day. I'll do four or five really guaranteed commercial hits that, as you say, are colorful. People are going to like, yeah, of course, throw a puppy in there or something. Then I go, guys, come on. Show me really something crazy. Let me just see if you can... produce something wicked or completely unexpected. Following a Passionate Journey You started from a communications background. You are bilingual and you decided to move to Costa Rica and start from the ground up. How did you decide to go for this journey? How did you start looking for that gold with the pen? How do you not when the road is there and open in front of you? When I was a young lad, I decided that Spanish was my favorite thing in the world. Fortunately, my parents would take me on vacations, sometimes to Mexico. I would come back with some vocabulary, and I had an interest, a base of it. Whenever I'd meet someone from the Latin community, they would give such reinforcement. It just wasn't a parlor trick or something cute. They realized that I really was into it. Then I understood something, my friend. When someone does above and beyond, there's dedicated practice. So besides what I had to do in school to get my grades, I loved watching movies and reading books. And my favorite was just having coffee and hanging out and speaking Spanish. And so anybody that has that sort of commitment and passion, you can't put that spark, you know? Improving communication through strategic vocabulary Any professional would know how much money is invested in somebody. To get them to that stage in business, unless they're throwing F-bombs and just giving the company away. I don't know if I, I don't think I would buy that blush. You're not firing somebody because a random customer's calling up because they got 13 extra dollars charged on the bill for a month. But that's not here nor there. I have some techniques for you, my friend, when you're thinking of this stuff. I like to adjust my vocabulary to make it more strategic and diplomatic. So I wouldn't say, excuse me on the phone. I would replace that for my clarification. Is it A, B, C, or 1, 2, 3? For my clarification. And then there's also tie-downs you could say. Sounds good, right? Makes sense, right? Because if you just keep talking, I don't know if it does sound good or makes sense. You need underwater scuba diving checkpoints. And then finally, my biggest question, My biggest gripe, it's like a gnat or a fly that bothers you. Whenever somebody uses the word help, https://youtu.be/NjYHz2TbKv4 https://youtu.be/ZQq683zhx_U https://youtu.be/JyNWO9jrLcA https://youtu.be/LB6A-IeXN28 https://youtu.be/FjOmNttbO8M https://youtu.be/xGd5IS9qgqg Big Performance Podcast guest Richard Blank Costa Ricas Center.