01:08:46 · Kenn Ricci, David Senra
[01:08:46] S1: to Interview's over. You just captured everything, right? I mean, I will tell you, I mean, if you ask me, I would say, look, six things. Be passionate about what you do, compassionate about how you do it. Memories are worth whatever cost to create. Friendship is a one way street. It's only what you do for your friends, it's not what they do for you. Don't miss the best five days of your life. You never know what they're gonna be. So wake up every day with the idea that what a wonderful day this could be, right? So those are the things that cross my mind. And by the way, there's no downside in in doing something for somebody you don't like. Doing something good for somebody you don't like. No downside in that. [01:09:25] S0: I think it's excellent advice. That's a perfect place to close our first conversation. I really enjoyed meeting you. I was looking for... I've heard nothing but great things about you. I will end a little different than I normally do. What I will say about your business is a lot of my friends use Flexjet's and they all talk about the same thing. It's like you have remarkable customer service. And these are highly disagreeable, you know, high powered entrepreneurs that are not easy to please. So you should be very proud of the the business that you've built and one that's growing rapidly right now. [01:09:51] S1: And I [01:09:51] S0: hope you hold onto it. I know you just sold about 20% of it, whatever the case is, but I think there's good things in the future of Flexjet.
01:09:51 · David Senra, Kenn Ricci
[01:09:51] S0: hope you hold onto it. I know you just sold about 20% of it, whatever the case is, but I think there's good things in the future of Flexjet. [01:09:57] S1: Let me say one thing about customer service because you brought it up. One of the keys to customer service is, you know, if there's a problem, because customer service is about what you do when things go to hell. It's not about what you do when things are going well. Within our organization, there is no approval process. The person you talk to on the phone when you call and schedule your trip and you say, we had a breakdown, I got to get this. That person has all the authority to comp your trip, to give you whatever money they need. They don't have to call a supervisor to say David needs help. So I empower everyone in the organization at whatever level. First of all, it says trust, which is the foundation of society. Trust us throughout the organization that carries trust to that person. But this is a person making $80,000 a year that could comp you a $300,000 trip. So that's how we think about customer service. [01:10:43] S0: I love it. Thanks. [01:10:44] S1: Great. Great. [01:10:45] S0: I hope you enjoyed this episode. Please remember to subscribe wherever you're listening and leave a review. And make sure you listen to my other podcast founders. For almost a decade, I've obsessively read over 400 biographies of history's greatest entrepreneurs, searching for ideas that you can use in your work. Most of the guests you hear on this show first found me through founders.