On today's episode, Andy answers your questions on what he meant when he said certain women should not be in law enforcement, how to know when the customer is not "always right" in certain situations, and what are the best questions to ask a potential hire.
REAL AF with Andy Frisella
778. Q&AF: Women In Law Enforcement, Customers Not "Always Right”, & Questioning Potential Hires
[Music] What is up guys it's Andy Priscilla and this is the show for the real estate goodbye to the lies the thickness and delusions of modern society and welcome to motherfucking reality guys today we have a special Saturday Q and AF this is where you submit the questions and we give you the answers now you could submit your questions a few different ways the first way is guys email these questions into ask Andy at Andy Priscilla.com or you go on YouTube you drop your question in the comments and we'll choose some from there as well I'm just going to jump right into it because if you're listening on Saturday you know the rules we have shows within the show we got CTI we got real talk we got 75 hard verses but I do want to remind you that we need your help growing the show we need you to share the show all right we don't run ads for the show we don't run ads on the show I don't want to say what someone thinks I need to say because they're paying me some money to represent their product to try to keep it real with you guys whether you agree or disagree with me that's how we run the show so I ask very simply if the show makes you think if it makes you laugh it gives a new perspective if it's entertaining if it's something that you think needs to be heard do us a favor and share the show got a little saying we like to say here it goes like this don't be a hoe share the motherfucker show that's right yeah what's going on man nothing dude a little Saturday sizzle yep yep trying to keep it going I do want to remind people that MFCO project is coming back and if you don't know what MFCO project is it was the number one business podcast on iTunes for a very long time it was my initial podcast and it was all personal development how to win how to kick ass in life and we are bringing that back now if you want to know where that can be found and where we are going to be posting that you're going to need to go to my website andyforsella.com and subscribe for the andygram emails which is your daily andygram it's like a instagram post but it goes straight to your email okay we're not going to talk about it publicly i'm not going to post about it publicly we're just going to do it through that email list so if you're not on that email let's go get on it that way you'll be notified when MFCO drops so what's up man what's going on man oh not much well let's uh let's make some people better because yeah i got three good ones for you cool shocking yeah let's knock these out guys any question number one hi andy i am an eight-year veteran police officer for department in their isona for context i am a woman now i've been following you for years i feel like i know you i support everything you do and stand for and so without jumping to conclusions and making quick judgments can you give me a little more feedback on your women in law enforcement statement i have made plenty of sacrifices which statement uh the women should not be in law enforcement oh okay yeah i think a couple episodes well i think i believe i said they didn't they shouldn't be in the field of law enforcement that's what i said yeah but she says i have made plenty of sacrifices in the line of duty received a lifesaver commendation in 2022 and i have held my own in this career this is how i provide for my family and i love what i do uh all right let's talk about it well first off let me start with this okay myself our companies our people there is not a bigger group of people that support law enforcement than we do okay we do multiple charitable events and give away hundreds of thousands of dollars and collectively millions of dollars over the course of our business life to the law enforcement locally it's our biggest beneficiary of the work that we do so you're not going to find better supporters than we are uh with that being said you know i think my comments were generalized and i think i need to clarify them a little bit i'm fine with that i had a couple women here in st louis that were upset with me that i know that are police officers and you know they were like Andy uh you know i love you dude but what the fuck is this right so you know we'll address it and what i really should have said and did i did i did i overgeneralize yeah for sure and i do that sometimes that's the nature of how i speak and you know i'm trying to get better about it but what i really mean is that certain women shouldn't be police officers and certain men shouldn't be police officers and if we're going to have women be police officers they should be capable it should be emotionally stable they should be able to de-escalate situations and they shouldn't take advantage of opportunities where men are you know emasculated because they're in a situation with a gun in a badge in addition to power and that goes for men too okay so it's not just a women thing it's a men thing and so when i said what i said it wasn't you know it was a generalization man i should have said it differently but the truth of the matter is you know we have positions in society that are better suited for men we have positions in society they're better suited for women i'm not saying that there's certain women that can't do these jobs of men because they're definitely are bro uh there's women who are nearly or if not more physically superior than most men out there we see this in the olympics we see this in mma we see this in uh judo and fucking jiu-jitsu and then we have you know the same situation with men we have men who are physically capable of doing something we have a lot of men that aren't so you know um and and by the way i'm speaking of personal interactions that i've had out there in reality and in reality the situations i've had have been more favorable with men police officers than they have women but women and i don't know why that is but to me being on the receiving end it always felt like there was an establishment of dominance that needed to happen when in reality i would have respected her for just asking me politely to do this or that right so you know i can understand why someone would you know uh be offended by that a little bit and you know question it but guys i love you guys i raise money for you guys all the time there's nobody that's out here supporting you guys more than i you have all these you know people calling you bootlickers and you know fucking the police are bad and all this shit bro i've never gone down that road ever one time we continue to support we continue to raise money we continue to support it's a very difficult job you've got to put all the shit on and go out in the world and deal with the worst possible elements of society every fucking day i have tremendous respect for that and i i believe that i'm probably the only person on the fucking internet that has said hey these people need to be paid way more money we need to stop shipping all this money over to ukraine in the middle east and all these bullshit causes is we need to pay our police officers the right amount 200 400 fucking grand so that they can do this dangerous job and and be compensated properly for it so like you get me in the office bro you guys will make a lot more money all right so you know i can understand why someone would be upset with that that wasn't the intent of my comment and i did over generalizing i take responsibility for that i'm a big boy i can handle the criticism but the end of the day i love you guys i appreciate you guys and i'd fucking uh and i have physically gone to battle for women cops in the city there was a situation about eight years ago where i had to literally save one of the female cops life because she was in overhead with the fucking uh a six foot eight massive man and you know what had i not been there that could have been potentially bad and that's a lot of where i derive that experience from when i see that situation and i see a five foot four police officer and a six foot eight man and i have to draw my own personal weapon to control the situation that gives me some perspective about the comments that i said i think you know i don't want anybody getting hurt i don't want anybody getting killed and i've witnessed those things yeah um so you know i love you guys i appreciate you guys and and uh you know i should have said it differently and been more careful my words but it is what it is well i think there's also context to like to your point you're like you know you've had better experiences with male cops and you have a female i think there's something too and this is what we were talking about in that episode though it's like you know with men there is this like understanding it's not a conversation i don't know if it's body length but like we know yes like i know that they are going to be consequences there's potential consequences in my actions in my words yeah and like women don't have that saying they don't walk through life with that same because women don't naturally go to physicality when it comes to conflict and men do through nature okay and that was the point we were trying to make um but yeah man i look you'd had a great career there's lots of women that are fucking tremendous leaders and tremendous uh tremendous at doing things that men do i mean bro oil rigs construction fucking farming look i know women that do all of these things and they're and they're amazing at all i'm saying is is that we have to pick the right people for the right position and not all people qualify for that and i think we've gotten a little bit liberal with who we let to be men cops and who we let to be women cops and i think there needs to be some higher standards for for both sides all across the but yeah so it's not and by the way um people need to respect the police officers better too you know we have this anti-narrative of the police like there's some bad people bro listen do you know what the fucking world would look like without the police do you understand what it would look like without people keeping order these people have to go out every single fucking day and deal with people that are drunk on drugs having the worst days of their life and then they're shit on by society and so like dude to hear you know because i had a couple friends here locally like i said that we're a little upset with what i said and uh that that hurts me i don't like that that's because that's not who i am you know i'm saying i want people to be safe i want the world to be good and by the way if you vote for me i'll pay you more money i love it yeah guys any question number two uh Andy i own a hospitality business and my career has been in the customer service industry yeah i'm curious when is the customer not always right and how do you train your staff to handle those situations hmm well look i think it's important to understand that 98 percent 99 percent of the customers you deal with are not malicious they are not trying to take advantage they just want their problems solved effectively and because most companies do not solve customers problems effectively without resistance customers have this natural mentality when they ask for something now that it has to be abrasive and aggressive and they've got to demand it right away when in reality dude like that comes from all these other companies and all their experiences sort of like that last question where i'm talking about my perspective of my experiences and we have to be careful just like that last question to not generalize all of these customers as taking advantage because they're not most people just want their goods that they paid for they want it fairly fast convenient and they want to be handled and treat it with respect and so when you own a business are you going to have customers that are going to try and take advantage are you going to have customers that are going to try and uh get more get one over yes absolutely but dude most of the customers are just people that want their shit solved and if you can take the mentality of okay i'm going to solve their problem but i'm also going to do some extra you'll drive so much good word of mouth because the people who are upset and vocal they will also be your biggest advocate and and vocal about that too when you fix the problem so i say all that to say this are there times when you have to tell a customer no yes are there times when you have to fire a customer and say hey we've done everything we can i know that you're not happy maybe there's another company that will be able to service you better here's some alternative options and you always keep the classy demeanor you always handle it with respect even if they aren't because they usually aren't at this point um and try to solve a problem the best they can and sometimes dude like these people are having a bad day they lost their dog they lost a loved one they're going through a hard time they their paycheck got delayed or they don't have a paycheck they don't you know who knows who knows it could be the worst day ever so i think it's always good in business to give those people the benefit of the doubt and what i've found is that if you do give them the benefit of the doubt and you do stay true to solving the problem instead of getting an argument with them eventually they will walk away and i can't tell you how many times this has happened to me eventually they will walk away and they will say dude i was an asshole i shouldn't have done that and i could tell you dude there's been so many people over the course of 25 years who have been very rude to me and i've continued to be nice to them and then they've come back later and owned owned what they did bro there's nothing wrong with making mistakes as long as you fucking own them you know what i'm saying and then what happens is is that person when they come back they become an advocate because you always kept your cool and you still try to solve their problem even though they were belligering about it yeah now now moving that into your team how do you communicate that to your team like how do you hold that as the standard with your team well a lot of that is just reps and training and hypothetical situations role-playing you know making them understand the concept of loyalty and what it takes to create loyalty not just satisfaction right because you're not trying to get satisfied customer satisfied customers means that you're you're one inch away from being unsatisfied okay so like when companies say i got a 99 percent satisfaction rate it doesn't really mean shit that means you're doing just good enough with 99 percent of your people to not piss them off that's not what you want what you want is for them to be thrilled to be excited to be ecstatic about being a customer of your brand and that only happens when you stay true to the intent which is to solve their problem regardless of the day that they're having or regardless of the mood that they're in and a lot of business owners this is where the dangerous part comes in you have one or two or three customers that treat you shitty and and then you start assuming that everybody is trying to take advantage and dude that'll ruin your business because your mentality will go from hey i got to fix these problems i got to serve these problems i got to create advocates out of these people to fuck those people and then you won't have any customers left it's like that you become so like you start to defend your brain yes and you got to realize dude never own yeah exactly and you got to realize dude most people have such shitty experiences everywhere else that they're not used to getting taken care of fast or quick or in a way that they appreciate they're used to having to fight for that fucking thing or that thing right bro make it easy yeah right so i got a fight for this fucking yeah be cool hey listen i understand you're upset no problem let me handle that for you i'm sorry that happened to you that shouldn't happen you see what i'm saying yeah yeah for your man that's so fucking true yeah i call it i call these people now i'm ready to fight yeah because that's just that that's what we do with we deal with being on hold for 75 minutes and some fucking lady who doesn't want to be on the phone with us and doesn't give a shit if we solve our problems and that that is an opportunity for small business bro that's an opportunity for you the little guy to do something that people appreciate fuck dude that's the whole reason we exist is because there's a whole and other company's ability to service the customer that our companies whether i'm selling fucking protein powder or tequila or weed or fucking any of the other shit that we sell we fucking service the customer bro and make them happy you got to remember that person is giving you their hard-earned money that they worked their ass off to get the least you could do is appreciate them for doing so they have plenty of other options and most companies don't so if you can build a company that does actually appreciate people you that's a huge competitive advantage that you're going to have as a little guy that is hard to scale as a big company i fucking love it man i love it guys Andy let's get to our third and final question question number three Andy i've started a life insurance agency and i'm working on hiring people but i don't want to hire just anyone i want to build a team that is success driven and willing to continue to grow into amazing badass people that want to win at a high level like i do what are some questions i can be asking or points i can be making to make sure people will be a good fit any advice on this would be appreciated what's what's the pre-screening like look dude let me give you let me give you the fucking whole entire key to hiring quality people hire on character you can teach skill you can't teach character so whatever questions you're asking make the questions about someone's character hey you have to go to your friend's wedding and you're 10 minutes late but you forgot to get a card and as you're walking out of the grocery store with the card you notice a shopping cart out in the middle of the thing do you take the time to put it back or do you jump in the car and go here that'll tell you something about someone you're at a gas station and you're filling up your tank and somebody walks up to you and says hey man can i get 20 bucks for a tank of gas i'm i'm far away from home and i ran out of money do you give them the 20 bucks do you put the gas on the credit card do you tell them to eat shit what do you do okay and whatever their answer is which by the way there's no wrong answer it will just give you insight to their character so try to think of questions that will qualify hypothetical situations that we've all faced where people's character will shine through you see what i'm saying and then the skill set you could teach bro skills are easy to teach it's the character that you can't teach so build your questions build your up build your uh your interview process uh around the the character qualities of the human and then learn to teach the skills and you'll be in a great spot now when you get bigger and you start to scale out you know to to let's say you're at nine figures and bigger you have to start hiring people to have experience and skill but usually those people have good character because they've been through the journey anyway and they understand that if you don't have good character you get kicked off the fucking success tree at some point anyway so build your interview process around character build your culture around character teach skill that's what you're going to want to do love that and i don't remember uh what company it was but there was like the the parking lot test like looking in that person's car oh that's me i tell you okay fuck yeah i know i'm not even playing like that's real yeah no dude listen when when when we used to interview people it would be me and Jason and we'd sit in the interview and while we were sitting in the interview with the person one of us would get up and walk outside and look inside the person's car okay and the reason we did that was we're going to see is their car fucking full of trash is their car totally clean what kind of car are they driving is it fucking beat to shit does it have fucking dents on the front the back the side you can tell a lot by someone's car okay mainly like do they pay attention to details and so that's what we would do and it usually worked out if we ever made an exception say yeah the guy's car is kind of dirty that motherfucker was dirty in office and he didn't pay attention to details so uh yeah there's all kinds of little things that you can do like that and there's all kinds of books and articles and and youtube videos that you can watch on trying to hire but just remember a lot of those are built built around attracting people with skill and if you're trying to build a culture uh that you're going to enjoy then everybody's going to enjoy you got to hire a character and then teach skill yeah i love that the parking lot testament i love that because i also feel too and like everybody knows this you know when you're going to get a job like you're going to put your best fucking face on correct so that's like that's a hard thing i'd imagine to have to fucking like filter in and out like you know because they're going to give you the best fucking selves upfront yeah best clothes yeah so you got to look where they're not looking right you know what i'm saying let them go to the bathroom go check the bathroom after that yeah exactly exactly i love it yeah so dude look pay attention to the character teach the skills look where they're not looking to see what they really are what's their social like are they on social bitching about their old job don't hire them okay because they're gonna bitch about you that you know what's funny employees don't fucking get that they don't understand that like when you go on the internet and cry about your old job anybody who's considering working with you in the future is going to be like bro fuck this guy like yeah remember that because they don't feel like they're gonna have to walk on it so yeah it eliminates your ability to be employed with other companies later and people don't think like that's just messy too bro and companies will dig they will go all the way back on your twitter all the way they will go all the way back on your instagram and facebook they're making an investment in you they're making a fucking the time and the money and the time to teach and bring you up to speed listen man people don't want to waste that time and that energy so they're gonna look so i have a shit together yeah make sure it's nice when yeah i love it man well guys there that was three all right guys nice little saturday we're gonna go home depot and maybe home goods and now i'm not all right guys i love you guys but see y'all monday [BLANK_AUDIO]