YouSaid · the spoken record

Marcia Kilgore

lines on the record: 123
first: 2021-09-27
most recent: 2021-09-27
sittings or episodes: 1
sources: podcast

Every line below is reproduced as it was said and linked to the record it came from. Nothing here is summarised or generated. Directory · Search · Corrections

“You see this a lot in business school. Not that I've been there, but I've sat on a lot of panels with people who are entrepreneurs, right? And they're entrepreneurs because they have done a business plan. They've done a business model, they've modeled out, we can do this, this. They haven't come up with, oh, wait, just like you said, if I connect this and this and do it this way, or right, then I can make this happen. They've said, well, I've gone to Harvard and now I'm going to model out this business plan. And I think if we do this and that, we can make, oh, look, it's a profit.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“I think you can provide the environment. Right? But not everyone's going to be able to do that. So there is going to be a cohort of people who just don't think of new ideas. And they're probably really good at other things. And that's okay because the world needs all of them, right? Flick Switzerland, like some people are plumbers, but they still make 100 grand a year and everybody's happy. So if we put people in the right seats on the bus, they're such a position. And that, of course, is management, isn't it? It's trying to find when someone has talent in a particular area. You make sure they're doing the right thing. But I think you can.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“So, I can also be quite brutal with my own ideas and just go cares. You think about it for a couple of months, and then you have to be able to not fall in love with your own ideas, kind of like with writing. So writers will say a really great writer is like, you can't fall in love with your own words. You need to be able to go into your writing and just chop it out, right? Just so it succinct and you like you can't love what you did. You have to hate what you did. Cut it all down so that just the crispy parts are there. And I think it's the same with ideas. You can spend a lot of time on stuff that nobody cares about. And so you have to be able to edit.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Yes. But you have to feed it. It's like top of funnel, mid funnel, bottom of funnel, right? And so if you don't have enough top of funnel. You dry up at the bottom where there's nothing that comes through, and then being able to kind of edit a good idea from a mediocre idea, right? I guess if you come up with a lot, so the more you feed the funnel, then the more stuff you have to look at. And then being able to know which one is the one that is actually going to resonate with enough people that it's actually a business. Because a lot of people, I think, can be quite navel-gazing in, oh, I have this idea and people will care.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“And then you read a book and you're like, nope, I'm not special because everybody's got it down. Like every chapter is like, oh yeah, this is me. Oh, yes, this is me. This is me. And he talks about in the book about how you become an expert in your area, right? So you are very deep in expertise in one particular area, but then you're very curious about all this other stuff, which is me. I scan everything, right? Whether or not I'm really interested in it, I got newsletters coming out of my eyeballs and I just kind of scan and I'll click on things and sometimes I'll just force myself to read something that I have no interest in at all just because there might be something in there. And I think from doing that, I find new ideas.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“I connect the dots. In new ways. So, if that were to be kind of my thing. It's about, have you read the book? It's called Originals by Adam Grant? Yeah So, someone gave it to me. Actually, the art teacher in my son's school. Gave it to me and said, This sounds like you. And I read it, and I was like, Oh, you know When you think you're special”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“I'm thinking about those things that you're lucky to have. I think I've always operated businesses with that idea of I am grateful that people come to me to buy something or they trust me with their face, right? Or they'll get up at 7 o'clock in the morning and pay me $40 to teach them an aerobics class in their living room. I mean, they could be sponsoring so many other people, but they're... Sponsoring me, and isn't that so generous of them?”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Of course I wouldn't because it, you know, yeah, it compounds. You just know what good looks like. And then you know what people respond to and that people want to be treated with respect and with gratitude, right? Your customer, you're handing over your hard-earned money to somebody, they better be grateful. And that also keeps you going every day, right? Just there's so much science about gratitude and how just starting your day with thinking, wow, I'm so lucky.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Well, then they knew we were still thinking about them, right? So they thought, I have a chance, they haven't forgotten about me. And we were grateful that they were waiting to come in and pay us money. I mean, they've given you a paycheck, aren't they?”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Very uncompromising. I mean, we also wrote thank you notes, right? So every person who came in for a treatment, whether it was an eyebrow wax or a manicure or a facial or a massage, the person who did that treatment had to write a thank you note and it got posted out that night.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“I mean, you hire people and then you see if they can operate in your, I mean, look, if you're the Olympic hockey team. And you've got a goalie who's terrible, they can't stay, or you're not going to win, are you? So, it's not about firing. It's like, is this a team member who belongs on this team? Yeah, I guess you would say, yes, you would fire them. You would try.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Well, they would probably be better elsewhere where their standards were more aligned with the business that they were working for.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“No, there were no emails. Yeah. So you had the phone and you had your computer booking system. But you couldn't just mass email everybody. So we would literally keep a list of people who were waiting for appointments. And at the end of each day, if we didn't get them in on a cancellation, we call every single one and apologize. And then tell the, so at seven o'clock, somebody would start the story calls. We call them the story calls. And you would just call me.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Of people who just wanted to come in, and we were booked every day, all day for probably a year in advance for those tentary rooms. But we would keep a waiting list. And if we didn't get people in, now this is the day, no email, right? Okay, there was no email.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Other people, they want to come in, they got to like make an excuse to their boss and come during the day. Right? Or take a day off work to come for their facial, which people actually did. But people would book their spot every month for two years, right? So that they wouldn't miss it. And if they had to change, they would call and say, could you swap me with somebody else? Because I don't want to miss it. Or they would have a friend book a different slot, and then they would swap with their friend. And so we had a waiting list.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“And we had, literally, I think the testament to it when you think back is crazy. Say they came in on Tuesday night at 7 evenings, of course, were always booked. We closed at 10, but so you only have like a 6 30 to 8 or 8 to 9 30 or, you know, you kind of back it out usually an hour and a half for a facial. Really, there were only two evening slots unless you left work early. And then there were three evening slots, ten rooms. That means you got 30 people in in the evening.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“So extreme, extreme, extreme. I mean, everything from how you laid on that table to what the sheets smelled like to how you bolstered their knees so that the backs of their heels, when they were lying for a facial for 60 minutes, the backs of their heels wouldn't ache because their knees were elevated the right way to the wax that you put on their hands, to how much you massaged them, to the responses that you would give. And we trained everybody in terms of the customer says this It's all about them, right? It's about making them feel good, not only their face, their body, whatever you're treating, but mentally, right? It's not about you. There are no complaints. You don't whine about anything. It's all about making them thrilled feel great about themselves, look great. They should walk out of there feeling like”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Yeah, you got to figure it out at the beginning. Like, what is going to be so much better? How is it going to be that much better? How are you going to deliver it consistently? Make sure that she is never or he is never disappointed or they are never disappointed. And you have to look at, I mean, if you look at acronyms, right, this LTV to CAC stuff. Which I hate thinking of it that way. Because it's humans, right? Yeah. It's like, well, how many transactions is this person going to come back for three years and be a loyal customer and order stuff from you six times a year? Or are they going to order once and go? It has to be pretty compelling.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Still the same. It's all the same. Like, today is the same, it's just split into different stuff. But if you can't keep that customer for more than one, two, three transactions, you might as well go home.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Nothing because it's so spliced up, right? Everything is so temporary. Back then, you got an article in Vogue and your phone rang for 18 months. Yeah. It was so much easier. However, you had to be good enough to get an article in vogue. So there were a million people doing what you did, but you had to make sure that the experience that you were offering was cool enough, beautiful enough, desirable that all of your people were trained well, that the results were good, etc., etc. And so we were great, right? We gave great, great service.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Oh, Mike, it was a completely different moment. Now you get a full page in the New York Times, right? You get trafficked to your website for a day.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Okay, so Eplist, so we launched Bliss in, I think, July of 2000, oh sorry, 1996. So we opened, I had three treatment rooms before that in my little place called Let's Face It. And I opened, I think nine treatment rooms, and then we put a nap room in in the next place, which was called Bliss. And, you know, back in the 90s, we didn't have, there wasn't social media, there was no way to really get the word out fast unless you had an article in a magazine.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Or that you lose sleep over it. I rarely will lose sleep anymore if someone is going because you always also think if they're not really thrilled to Be here and working at top level, then probably they'll be happier somewhere else. And that means more happiness will also come into that spot.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“And then very often it's just different when you hire somebody else, right? And usually the new person will bring something completely additive to the table. And so it's actually a good thing, but it takes a long time to get to that point where when someone's quitting, you're going. See ya, it is”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“It's like, oh no, here we go. But also, I think there's a beauty of having it happen to you over and over and over again because you realize, oh, here we go again when this person does that thing and it ends like this. Oh, the last time it ended like this, well, I hired this person. It ended like that, and it's fine. And so you don't panic as much, right? When you're younger and you lose people who were working for you in your business, you think the world is going to end?”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Yeah, so you know that type of person and you kind of can almost suss people out after you've spent 10 minutes with them. You kind of know what to expect or.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Just understanding the operations of a business and scheduling. And I mean, I really rate doing it versus learning about it. And of course, I never learned about it. So I never learned how to go structure a business. I never ended up in business school. I just did it. And then I saw the patterns along the way of what goes wrong when you do this or what you should look out for, and especially a lot of patterns with people. I think that being able to recognize patterns is a part of either an emotional intelligence or just some, it's a type of intelligence that's been very helpful. And the older you get, the faster you recognize the patterns because you've just been around for longer. And you can see also, I'm sure you've seen this types of people.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Yeah, yeah. So, I mean, it was a fantastic experience. We started quite small. I had a tiny place called Let's Face It Before I Had Bliss. And I had probably five employees, three rooms. So we had a manicurist. We had a receptionist. We had a couple of other facialists. On certain shifts, we'd have a massage therapist come in. Somebody did the laundry that wasn't me. That was, you know, I used to have to take the laundry out on Avenue B, I would have to like carry these huge bags of laundry from the facials to Avenue A and like do the laundry at night, which was also really crazy if you think back, you could never do this if you were older. This is definitely a 19, 20 year old's gig to be working all day and then going doing laundry on Avenue A and 7th Street and all night to get the towels done. But yeah, I opened Let's Face It first and had probably five, six, seven employees. And it was great because it was small enough for me to handle I had no experience with employees.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Concept. So you have to think well, it's kind of like Netflix, right? But then you have to actually pay for your product. So it's not really like Netflix. So it's kind of like, you know, you have to, you're always doing this mental modeling so that people can understand it really easily.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“No. And so it's really so much easier, like with Beauty Pie. We're a buyers club in England. Apparently, people don't know what a buyers club is. In America, everybody knows what a buyers club is, right? Because there's Sam's Club and there's Costco, which isn't the same in England as it is in America. Costco and America has like the highest household income. Per customer because people just pull up in their Range Rover and buy, you know, they sell diamonds at Costco, right? But it's always a deal. So Beauty Pie, right, is kind of like Costco, but for luxury cosmetics and skincare and wellness products. And so we source from all these fantastic labs and we get the highest quality stuff. And then people can buy it if you're a member of the club. You buy it cheaper than wholesale. But people in England don't know the club.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“But very often it's hard for people if they don't have a mental framework or a mental model of how something already works. Come in with something really radical and disruptive.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“There's so many fascinating books like by Dan Arielli or Richard Thaler or Daniel Kahneman And they won Nobel Prizes for the behavioral economics, which is the opposite kind of economics and the theories of economics don't include human beings and their behavior and their emotions. So behavioral economics is all about how the emotions that we have interact with economics to create different outcomes. From buying decisions that would normally be. Expected people will rationalize things based on what they've done before So, this mental framework around old things. So, if you're trying to create something new, very often you have to relate it to something existing. And people can more easily understand what you're talking about because you can say, oh, it's like this.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Yeah, I suppose so. It's also a lot of psychology. I mean there's so many barriers, right? I mean, have you ever, I mean, do you read behavioral economics?”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“And like, that's our job. And then, of course, you have to get people to come with you, which is difficult sometimes. They don't necessarily see it. So you've got to figure out how to describe it to them, whether that's by pictures or words or however else.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“No, no, definitely not, right? Somebody said to me, and they weren't talking about customized, they were talking about buyers at department stores, so the people who are employed by department stores to purchase the merchandise that then get sold onto customers. And he said, buyers, department store buyers are experts at yesterday, right? And to some extent, it's true. They look at their data from before. And so, of course, if you look at the world, the percentage of people who are visionary enough to think about something new that people might want, it's probably quite a small percentage. And all the rest of the people think in a different way and, you know, provide a lot of value to the world in different ways, but there are a select few, I suppose, who think of the new stuff.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Trust also. Yeah, which is sort of number one, isn't it? It's like worse for us, better for you. Yeah, and if people feel like you're aligned with them doing better. Which is what you always should be anyway. Because that's just listening to the customer and giving, I mean, it's so basic, right? It's back to the basics of you listen to them and you give them what they're asking for. And that sales, actually. So if you, they'll tell you any customer will tell you what they want.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“And it's delivering information in a way that helps somebody make a choice without feeling stressed, right? Because generally, I think if you are trying to get someone to try something. But you're pushing it in the wrong way that isn't aligning with what they need to hear about it. And that is a failed sale. Yes, because actually you should be listening.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Yeah, you just have to be look, you got to be pleasant, right? Unless you're some kind of genius that people need to have around, the world gets to choose who they're interacting with. And so, if you want in any area of your life, right, if you want to have great team members in your office, you better be pleasant to be around or they're not. Not going to stay if you want to meet with an editor or a journalist. Who are they going to write about? Probably the people, A, yes, everybody's got an interesting story, but those who they like. Probably gonna get a little further than those who are assholes, right?”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Yeah, because I hate the idea of sales, but I love selling But I couldn't sell something if I didn't think it was great. Don't ask me to sell something I don't love because I can't do it. But if I love something, I could sell it to anybody. So I guess it's more about aligning your moral conviction with whatever it is that you are then selling.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Because you're kind of stuck in your apartment, and it's hard to then. Get the client to then go when they're in your house.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“I totally thought I knew what I was doing. Yeah, because I worked so hard, right? So I knew the steps of a facial and I had never had a facial somewhere where it was any different than what I was doing. And I knew that I was more, you know, where a normal facial would take an hour, I would spend two and a half on somebody. So I knew that if I didn't necessarily have the best technique, I was going to try harder. And so I'd make up for it that way. People came back and then they sent me all their friends and then they sent me all their friends and then suddenly, you know, it was like a social club. You couldn't get people out of the house. So I'd have to get up at 5 a.m. to go do a personal training session with somebody. Someone would have come over for a facial at 8 o'clock at night.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Well, it started with people coming to my apartment. Yeah. So I would personally train people by running all over Manhattan during the day. And then at night, because my sister had some connections with the modeling industry, let's just say, she had some bookers who had some other models who had terrible skin. And so they would send these models to me because I was known, I guess. I mean, I didn't even have a reputation for knowing what I was doing, but And they would come to my apartment in the East Village and literally lie on the floor.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“They let me practice on them Like at the time We have had a, yeah, yeah. Like, yeah, yeah. But very, very early on, it was more like Paul Simon and Carrie Fisher. So, I mean, everybody, everybody was anybody kind of came in and let me do their face. And it was a real, it was like a real gift to be trusted with people who relied on their faces for their work. At that early stage.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“I want freedom So I decided I found this skincare. It was like school. And I decided to take this crash course in how to, you know, fix your own skin. And it was actually how to do facials. But I was taking it for myself. And then I realized I really loved it. And then I convinced my very trusting, and I am so grateful to them, but personal training clients. These were, you know, some A names. And they let me.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“So I thought I can either go to the Hamptons and be captive in somebody's house because you then become kind of like people would drag you to the beach and say, oh, here's my personal train. And you just, it was not a good dynamic for somebody like me who does not, I'm...”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Yes. So From running around Manhattan nine times a day running upstairs in the summer especially my skin got quite bad and it had never been great you know through my teenage years everybody has a little bit of you know acne etc etc but mine I'd never quite solved it and I bought a lot of products to try and solve it and I actually personally trained somebody who worked at one of the hot you know skincare brands at the time he gave me everything and nothing really worked and so I thought one summer in the summer when you're a personal trainer in New York all of your clients generally will go to the Hamptons and so for me that was like two months without income right no one pays you when they're not working out”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“So even to just be there doing whatever it is you're doing, taking them through their paces, running them up flights of stairs, I mean, I took people jogging right around Manhattan. Nine times a day. I was fantastic.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Gotta always be pleasant, right? I mean, you have to be patient, you have to be totally, absolutely focused on your customer, right? So it was about them. It was not about me. And I think there are a lot of people who slip into friend mode, right? Or start to kind of talk about their problems. It's like no one is paying you to listen to your problems. So whether you are a personal trainer or giving a facial or waxing somebody's legs or whatever it is nobody wants to hear about your stuff, that's not why they're paying, right? You're there to focus on them. And no one gets enough attention. Maybe some people get enough attention. But most people don't get enough attention. They don't have someone who really listens to them, right? We're all rushing around all the time.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“Otherwise, you wouldn't really need a personal trainer. So there was a lot of thought that went into, I guess you would talk about it now as like a loyalty mechanic. Oh, yeah, yeah. Yeah. How can I get them to make sure they don't cancel, right? Because they hate this. Otherwise, I wouldn't be coming. I have to make sure that this whole experience they're just looking forward to it So that every Tuesday and Thursday, or whatever, I'm showing up and making my 40 bucks. Otherwise, I wouldn't be able to pay my rent. So I think the early seeds of how do you get someone to come back and how do you give service that's so above and beyond that there's nobody else who will try this hard that was planted then?”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT
“It started out that way, but I kind of realized working in the gym for 15 bucks an hour was not going to pay my rent and or anything else and probably was not that sustainable over the long term. And I had no business skills as such, but I knew what good service was like. Because with common sense, you know how you want to be treated and you know how you would want to show up and how you want to treat your customer and how you try to make sure that they enjoy their experience so that they have you back. Now personal training is one of those things where most people who need a personal trainer hate exercise.”
2021-09-27 · The Diary of a CEO · How I Built 5 Multi-Million Dollar Companies: Marcia Kilgore · IDENTIFIED FROM THE TRANSCRIPT