Cody McLean

putting myself in their position and seeing what would I want and trying to allow that from this perspective of looking at my agents, not necessarily as numbers on a spreadsheet, but as fellow human beings, which is hard to do when you're in an industry, which they're effectively your product.

And one of the side benefits is, well,

I spent a lot of time looking at the small details.

So things like, instead of just calling them agents, we called them ninjas.

And whenever they would end up being hired, we had this cool wooden samurai sword, and then they would actually be knighted.

And that created this kind of peak experience that was completely different from every other experience that they've ever had.

And that also made them part of the tribe.

They felt like they're in.

You're either a ninja or you're not.

And one of the things I saw is one of the most successful, hard to get into outsourcing companies in the Philippines is JPMorgan Chase.

And if you say if you work for JPMorgan Chase, everybody's like, oh, wow.

And so I want to create that experience where if you ask that question, you could say you're a ninja.

That was that's my goal to have it be where you can just say you're a ninja and you instantly know where you're at.

So with this tribal culture, it also had this effect of decreasing the attrition rate, which as you would imagine, an outsourcing company would be a very important factor.

And it allowed the clients to have stronger bonds with their agents.

Back in 2019, we were able to get as a benefit of this, number 86 on the Inc.

5000 list and one of the fastest growing companies in Texas.

Thank you.

And then we're gonna look at this interesting concept about tacit knowledge that I've been mentioning, but I haven't really described what it is.

So I found this really neat YouTube video where this guy actually has, he gives his kids instructions on how to make a PB and J sandwich.