Simon Devlin

Yeah, and I hired people that were passionate about cigars. So at first I thought, oh, is it technical knowledge? And then it was like, okay, no, it's not the technical knowledge. So what is it? And then – I started observing what it was about my own interaction that was different. And what I realized was I never actually talked about cigars with the customers, first of all.

Yeah, and I hired people that were passionate about cigars. So at first I thought, oh, is it technical knowledge? And then it was like, okay, no, it's not the technical knowledge. So what is it? And then – I started observing what it was about my own interaction that was different. And what I realized was I never actually talked about cigars with the customers, first of all.

Yeah, and I hired people that were passionate about cigars. So at first I thought, oh, is it technical knowledge? And then it was like, okay, no, it's not the technical knowledge. So what is it? And then – I started observing what it was about my own interaction that was different. And what I realized was I never actually talked about cigars with the customers, first of all.

I actually talked about them and I got to know them. And then eventually we would get round to cigars. Like there was a different level of engagement. And by that time we'd kind of made friends, if you like. And, you know, that whole thing, people want to do business with people they know and like. So then I decided, oh, great, that's all I need to do.

I actually talked about them and I got to know them. And then eventually we would get round to cigars. Like there was a different level of engagement. And by that time we'd kind of made friends, if you like. And, you know, that whole thing, people want to do business with people they know and like. So then I decided, oh, great, that's all I need to do.

I actually talked about them and I got to know them. And then eventually we would get round to cigars. Like there was a different level of engagement. And by that time we'd kind of made friends, if you like. And, you know, that whole thing, people want to do business with people they know and like. So then I decided, oh, great, that's all I need to do.

I need to teach my guys how to build rapport, right? And so I started to create this idea of an engagement funnel. So rather than a sales funnel, like how to truly engage with customers and clients when they came in. And I taught them this. But the sales, I got a bump, but I didn't get to where I definitely thought we should be. So I was a bit sneaky.

I need to teach my guys how to build rapport, right? And so I started to create this idea of an engagement funnel. So rather than a sales funnel, like how to truly engage with customers and clients when they came in. And I taught them this. But the sales, I got a bump, but I didn't get to where I definitely thought we should be. So I was a bit sneaky.

I need to teach my guys how to build rapport, right? And so I started to create this idea of an engagement funnel. So rather than a sales funnel, like how to truly engage with customers and clients when they came in. And I taught them this. But the sales, I got a bump, but I didn't get to where I definitely thought we should be. So I was a bit sneaky.

Actually, it was a tiny little shop, and I would hang out just around the corner from the shop and actually listen to their interactions to see actually what was actually happening. And the interesting part was is it just sounded really clunky. Like it sounded put on, like the way they were interacting was just, you know, natural. Yeah, it wasn't natural. That's not what they naturally did.

Actually, it was a tiny little shop, and I would hang out just around the corner from the shop and actually listen to their interactions to see actually what was actually happening. And the interesting part was is it just sounded really clunky. Like it sounded put on, like the way they were interacting was just, you know, natural. Yeah, it wasn't natural. That's not what they naturally did.

Actually, it was a tiny little shop, and I would hang out just around the corner from the shop and actually listen to their interactions to see actually what was actually happening. And the interesting part was is it just sounded really clunky. Like it sounded put on, like the way they were interacting was just, you know, natural. Yeah, it wasn't natural. That's not what they naturally did.

And therefore they weren't getting the benefit out of it. And I was like, okay, so I actually need to hire a different type of person. I actually need to hire someone who most naturally does that. Someone that was more similar to me. And that's where I started developing this idea of who that person was.

And therefore they weren't getting the benefit out of it. And I was like, okay, so I actually need to hire a different type of person. I actually need to hire someone who most naturally does that. Someone that was more similar to me. And that's where I started developing this idea of who that person was.

And therefore they weren't getting the benefit out of it. And I was like, okay, so I actually need to hire a different type of person. I actually need to hire someone who most naturally does that. Someone that was more similar to me. And that's where I started developing this idea of who that person was.

And eventually it evolved over a number of years where I realized that that person is actually someone we call that has the service gene. So someone that has not only the desire but the innate need to want to look after people. And that was quite a point where I turbocharged my business because then I had a system for finding the right people.

And eventually it evolved over a number of years where I realized that that person is actually someone we call that has the service gene. So someone that has not only the desire but the innate need to want to look after people. And that was quite a point where I turbocharged my business because then I had a system for finding the right people.

And eventually it evolved over a number of years where I realized that that person is actually someone we call that has the service gene. So someone that has not only the desire but the innate need to want to look after people. And that was quite a point where I turbocharged my business because then I had a system for finding the right people.

And then when I found them, I taught them how to fly with their most natural, what they do best. And so my business really started to expand fast because people were having incredible experience. They were, they were getting incredible engagement. It was actually, it started out in that little cigar shop. And on a Friday afternoon, people would come and they would smoke cigars, um,

And then when I found them, I taught them how to fly with their most natural, what they do best. And so my business really started to expand fast because people were having incredible experience. They were, they were getting incredible engagement. It was actually, it started out in that little cigar shop. And on a Friday afternoon, people would come and they would smoke cigars, um,