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.