SB EP 71 - Improving your Workflow

Ismail: [00:00:02] Does your business plan like a well oiled machine or is it sputtering to the finish line with band-aids, leaking oil all over the place. Ryan give us a sneak peek into the exact workflows he uses to run his business. 

Ryan: [00:00:22] Come see me live at the photo booth show Europe October 15th and 16th 2018 in Leicester United Kingdom. Learn from industry experts, shop a range of high quality global providers, and get to meet other photo boothers just like you visit a photoboothshow.eu For more information

Ryan: [00:01:05] Hello and welcome to Super Boothers My name is Ryan

Ismail: [00:01:07] and I'm Ismail and you're listening to the Photo Booth Business Podcast. Internationally renowned. 

Ismail: [00:01:15] Is that true now? 

Ryan: [00:01:15] It is now but unfortunately no podcast award for us. 

Ismail: [00:01:20] Yeah that was, We were it was all too early for that Ryan. 

Ryan: [00:01:23] No it is never too early. The academy is just not ready for our forward thinking

Ismail: [00:01:31] You know Halle Berry didn't win on her first try either. So 

Ryan: [00:01:32] you know what. And it took forever for Patty Lupone to win. 

Ismail: [00:01:36] That's true. So we're in good company

Ryan: [00:01:37] Yes we are. I have exciting news! 

Ismail: [00:01:42] Do tell. 

Ryan: [00:01:43] I'm going to...you sound the good old like 30 Disney cartoon. Do tell. I am speaking at the Photo BOoth show Europe

Ismail: [00:01:56] and that is located in the United Kingdom. 

Ryan: [00:01:58] Yes, I apparently have to hop on a plane now. Not as far as Australia but I guess it's only like 9 hours from Dallas to Heathrow. And then I hop on a little train and then I'm there. 

Ismail: [00:02:08] That's awesome. I wish I could have been there. I always wanted a visit so maybe maybe even a year after. 

Ryan: [00:02:13] It should be an absolute blast. I'm going to be doing my little workshop on improving your workflows. I want to touch a little bit of it today

Ismail: [00:02:26] Just a little bit, just a little tease not the whole thing is just the whole

Ryan: [00:02:27] Just the just the tip. ::laughter:: 

Ismail: [00:02:32] Ryan Salinas does not give it all away on the first try. 

Ryan: [00:02:35] No, takes about a month. 

Ismail: [00:02:38] Weren't we supposed to clean this up? 

Ryan: [00:02:43] ::laughter:: Sorry kids put on your headphones. Schools schools back in schools back in session again. Right. Play your gameboy. Yes. Do they even exist anymore? 

Ismail: [00:02:54] No, I think they're on the DS now. 

Ryan: [00:02:58] So I found one of my friends has it it's a Gameboy phone cover. I was like how retro I want one. 

Ismail: [00:03:06] Not. 

Ryan: [00:03:07] Anyways. So yes I will be in the UK Europe. I'm so excited. So if you're in Europe please feel free to come in and come see me. I would really love to meet you. I'm so excited. Thank you John Sharp for having me in. It's going to be such a blast. I'm so excited. I can't hold it in. 

Ismail: [00:03:24] You're going to be speaking at this event correct. 

Ryan: [00:03:27] Yes yes yes yes. 

Ismail: [00:03:28] On the topic of workflows. 

Ryan: [00:03:30] Yes. 

Ismail: [00:03:30] So why why is that. But before we start talking about it in this conversation why I said something that you feel is important

Ryan: [00:03:36] because I'm lazy. 

Ismail: [00:03:37] Aren't we all. 

Ryan: [00:03:38] Well I'm lazier than most, unapologetically

Ismail: [00:03:43] Which can be a benefit because it forces you to look for operational efficiencies in your work. 

Ryan: [00:03:48] Yes exactly. That's the definition of lazy. When...You know I've always said this even on the show a million times again. You know again work smarter not harder but, to find the most efficient way to do something. Find the laziest person in the room, they'll get it done faster. Most likely better than anyone else and that's so true. I mean it's just because I think that I am inherently not going to do anything twice my hand will turn purple before I do a second trip of groceries out to the car. I'm getting all that stuff in one go. The person that invented that little hook handle thing to handle like 10 things of groceries is a lazy person. 

Ismail: [00:04:30] It's and I want to give you some content here Ryan but you can feel free to it including a presentation's. This is free. 

Ryan: [00:04:38] Please, stop, insert your credit card now. 

Ismail: [00:04:41] There's something called the Pareto principle that I probably mentioned before I dont know if that rings a bell Ryan. But it's basically also known of the 80/20 principle. And it's how 

Ryan: [00:04:52] it's like this podcast...in one ear out the other. No one listens to this show. 

Ismail: [00:04:57] Yeah. OK. Back to the real content that I'll try to bestow upon you. 

Ryan: [00:05:07] Bestow? Jesus! 

Ismail: [00:05:08] These are SAT words. So basically there's a 21 principle. And it's it's like a weird phenomenon in life where a lot of things fall into an 80 20 split and it's like you know back in the old days when they were farming 80 percent of your crops comes from 20 percent of your land or even like you where they're 20 percent favorite clothes 80% of the time and in business they find that.... 

Ryan: [00:05:32] or your clothes are 80 percent polyester ::laughter:: 

Ismail: [00:05:37] In business what they find is that 80 percent of the results come from 20 percent of the effort. 80 percent of revenue come from the 20 percent of your clients. So I think that kind of fits into the overall workflow where you're lazy and you don't want to repeat yourself. You want to do the 20% of the work that gets you the 80% of the results. 

Ryan: [00:05:56] For sure, that is what Ryan P. Salinas is all about the 20 percent. 

Ismail: [00:06:01] Don't forget to credit me in your presentation a footnote please. With an image of my face. 

Ryan: [00:06:06] Yes absolutely. Bottom right hand corner. Thank you. No. So what I really appreciate is and again I'm just gonna pick this particular. I mean I'm obviously not going to do like my whole workshop because that would defeat the purpose. But I actually believe I'm going to be doing the same workshop in Australia and I'm going to be doing the same workshop in Vegas. So this is live content only. But just for those people that cannot show up because they're lazy or just live on a different side of the country. I will give this so just this... actually. This morning I got an e-mail from a client and this very well may depending on how this works out. It may be a separate episode but I send out a confirmation email a week prior to every event. It's set up in my CRM it automatic it automatically sends out. It says Hey listen here's everything you ordered from us. Every like little line item here's everything that's included. I also do the delivery time so if I have like a specific set up time it pulls information out and plops it into that little email with that little variable. Your setup will be... And it says this time and then it says you know e-mails will go out. Text messages will go out to all of your guests. You'll get a follow up email at the end of the event whenever you know the gallery is ready which is usually instant. So actually when it's kind of my process to worry kind of pop it into the CRM where I just hit a little status button and then it sends out to where it sends a text message and an email. So they're always getting you know hey this is the link where my photos are at. Confirmation e-mail goes out and I got a nasty note from this particular client. Ruh-roh. So this particular client and actually I'm going to read it because this is I don't want to and I'm going to do a very very good impression of it just because I have this innate ability to see how these e-mails are read it's kind of like mean tweets. I'm actually a little bit better at it this person goes. So again the e-mail gets sent out and she says she sends out e-mail she goes. This isn't the correct time. Please provide a contact number so I can reach someone out. I said Ma'am our contact information is in my signature down below. I said What is the correct time. And she replies I have literally given you guys this literally seven times two literallies. She gives me the date the time the correct time and the delivery location and I'm not going to say the delivery location. Well yes I will. It's a fast food place. I'm like we're and it's not an activation. This is someone's party and I'm and I'm and um and I'm and I'm looking at this and I'm like uh-uh honey I'm just not about to deal with you. Meanwhile she this is going to turn into a thing. So again what I was alluding to is this could turn into an episode about firing a client because I've really had it up to here with the girl. So she was late with her final payment and blamed me. I'm like uh-uh honey I'm not about to play this game. 

Ismail: [00:09:23] Of course

Ryan: [00:09:24] Keep in mind she has changed her location three times. I wonder why. So the business person in me that has done this for 15 plus years sees the Writing's on the wall thinking she's never going to be happy. So I'm contemplating getting rid of this client. The only thing is it's next week so I doubt I will if I get an e-mail in the morning that says this like. And it's in a bad tone. I'm I'm so sorry. Here's your money back. We're full. But anyways part of this the reason why I sent out this confirmation e-mail is just because so many things have gone wrong prior to. So for example your confirmation e-mail is the last e-mail that you have before the event for everyone to kind of overlook everything and to see like OK did we get this right. Like you know is there anything that needs to change. And on there I say if you have a problem with the template it's ok we can change it on the spot like we do not have to build a wall or have a congressional hearing to fix your template. We are not curing cancer. 

Ismail: [00:10:32] So let me ask you because if they're trying to avoid issues

Ryan: [00:10:36] oh i thought you meant me avoiding my issues ....is the thing that separate podcasts

Ismail: [00:10:46] But why how often does an issue actually happen because don't they go through a contract process a questionnaire. 

Ryan: [00:10:53] Yes yes yes. So there are they are built in safeguards that I have with everything. my stuff is generally at least checked off on three if not four times. So they get in again. I I Ryan P. Salinas as you know do not delete anything. So I was firing receipts at her. I was like I go I do apologize. I said you have not let us know a time change. I said we've had three different location changes and copied every single one she requested the 1:30 - 2:00pm setup time for a two to four event. I'm at you said that but you haven't you said set up time you've never actually changed the actual event time. And I literally I save everything. There is no reason for me to lie. So whenever she's exaggerating like this like just tells me like this is going to be a problem and I'm all the Europe people are probably like Oh my gosh these Americans. Yes exactly. Horrible. No. 

Ismail: [00:11:57] Yeah, it's true. 

Ryan: [00:11:57] So that's the thing is I have built in safeguards to where I was able to fire that stuff back at her. I don't like doing it. She copped an attitude with me. I don't have a boss. I'm firing it back at her. So yes I was a little angry but in a very nice polite way. So I actually posted a while back. I said What's your favorite office clap back. per my last e-mail. Which means girl can you read

Ismail: [00:12:21] That's very passive-aggressive. 

Ryan: [00:12:21] Totally is and I'm all about it. 

Ismail: [00:12:22] Get a little meaner than that if you want. 

Ryan: [00:12:26] I can. Trust me. Trust me I can handle her

Ismail: [00:12:30] Per my last email. Please see below that I also attached an image of it with it highlighted in yellow. You said this! 

Ryan: [00:12:35] Yes exactly. I just I can't handle that type of don't. NO honey. So again I have the original email that they essentially make their payment on. I have all the changes that happen so if someone goes and changes hours or changes the time I know who did it and when. If I have them signed a contract so I do my contracts with Right signature. So I click a button. It goes to a separate system. A lot of people have this built into their systems. I have my own separate just because I'm on an old little out and I'm just like that to where it auto populates. Essentially the document into PDF so she signs it. I sign it. We all get a copy. Everyone's happy again. Times were 8 to 11:00p.m. Sorry. I have your signature on it can't help you there. So first. 

Ismail: [00:13:30] But now how often does stuff like this happen

Ryan: [00:13:34] Rare. 

Ismail: [00:13:34] ...to have so many safeguards. 

Ryan: [00:13:34] because someone is going to catch it at some point. I have not in the last four and a half years I've never had an issue where I've missed an event. I've never had an issue where I've gotten a phone call from someone saying oh where are you. I'm sorry ma'am you never booked us. That's actually happened where they thought they've paid us and they haven't. And I'm. I go. I have nothing. I go I see the requested information. There are times that's happened that happens rarely but it does happen where they think they book you and they don't. In this day and age it doesn't happen as often. But it's certainly possible. If you don't have these systems built into you know your business I can absolutely see where that's going to happen. So and then also I have the questionnaire. So the questionnaire has the section on hey what time you know do we set up. Where is this getting set up at blah blah blah. So there are times where you know let's say someone books in February and their event isn't until October. A lot of those details can change. So what I do is I had to change things with the business in between that decent amount of time. So for example like if we have like hey listen we've got a new layout system here you can design your layout. Here's this website. You know and we need to update or refresh part of it. They can do that. So I've always had those systems kind of built in to where we're not going to have this problem again. So that's that's another reason I've talked about this before on episode sixty one. No I'm kidding. I don't know what episode it is. I don't listen to this but no where it was the instance where we never got the address. So that has changed. Where is that mentality back then was. Oh I'm just going get the name, their email, the day and the time. That's all I need. Well no you kind of need to know where it's at. So that's something that I have on my intake form because then people wouldn't complete the questionnaire. So I didn't know where to go. You know and we don't have phone number we don't we only have e-mail were blowing up that email no one's paying attention. You know action required whatever. Like literally. And they just don't respond for whatever reason. And that's happened maybe like two or three times. Again my entire career. 

Ismail: [00:15:51] So now when you're building workflows right now are you in the big picture or you're building it to handle this weird extreme situations or are you building it to cater to make it mainstream. Most often most common situation us. 

Ryan: [00:16:08] Yes. So I've been doing this long enough to where I have seen the extreme happen so the extreme is kind of built in and safeguard it in there anyways to where literally with my contract nothing can happen that isn't covered in some way of interpretation on there. If they screw up if we screw up it's all it's all covered in there. So on there for example like a little snippet is I say if you do not complete a questionnaire and we send it out three times automatically if they don't complete it. If a questionnaire is not completed you get a two by six print with no customization. That's what you get. So that information is safeguarded in their SO and they sign off on it. So if the day the event rolls around well how come my name's not on the strip. I'm so sorry. We never received a questionnaire. It was sent to you this time this time this time we never received it but yet you received my e-mails because you signed off. You paid me. So I know you get my e-mails so you can give me the oh I didn't get it. You know monolog. You know it's it's built in there so yes this is the remedy for this particular situation and that's covered with everything. So you can come at me with the most extreme thing and I will find a way to interpret it either way you know for the client or for me. 

Ismail: [00:17:31] It sounds like when you try to do both right you try to build a workflow that caters to the most common situation while covering yourself for any of these weird outlier situations. 

Ryan: [00:17:39] For sure and that's from start to finish. So that's from the booking all the way until events done and after. And the follow up. So for example I always have a survey in. We're going to I'm actually maybe doing a little a little test run in the next month or so so hopefully we can have the to you by the end of the year. But I want to do an episode on really more reviews and kind of getting those five star reviews and getting a lot of them. I've done it with one of my other clients rather successfully they have gotten 150, five star reviews on Google so I really want to see if that's possible to replicate with you know our industry and I'm sure it is. But again one of the things I do is I have a survey at the end that comes from me and again what I found with this is that a client if they have a problem they're venting it to you first. Not to the public. 

Ismail: [00:18:36] MMhmm. that's such an important. You want to nip that in the bud. 

Ryan: [00:18:38] Yes. So they're venting it to you first so you have the opportunity to fix it. So this is another thing. I have dealt with my fair share of upset clients for one reason or another. I don't think I've had an upset client in a very very long time because I've built in these workflows to fix it before it starts. And it took me and took me a lot of trial and error to get to that point. So you know someone is not happy with the layout. Well my layouts are all approved now or done by the clients. So the client does the layout I get the e-mail. Okay great. You don't have to approve it because you already approved it because you sent it to me. So a lot of those problems the common problems. Again we're doing the same thing every week. It's not like there's going to be a brand new problem. It's going to be the same problems that keep happening. 

Ismail: [00:19:29] And when you when you talk about workflow and these talks you're going to be giving what do you consider part of the workflow is that the entire process from lead Inquiry

Ryan: [00:19:40] Yes. 

Ismail: [00:19:41] All the way through before even before and all the way through like requesting a review and following up after the event the entire process is what you call workflow

Ryan: [00:19:50] Start to finish the flow of work. So yes this goes from the landing page that they come to whenever they visit your Web site if you have a different landing pages set up. You know it is it is making sure that that's another thing I'm really proud of my my check a date form my intake form. I think it's like it's not ridiculously thorough to go through the entire process because I don't ask any of the customization stuff. It's really just again we talk about the pretty stuff first and then I ask for you know the name the e-mail address whatever. All that comes you know last so I think I get more conversions based off of that. I'm really happy with it because it cuts out a lot of questions. So one of the things I have in there is a memory book hey would you like a memory but what's memory book. Well there's a little video that I did that took me five minutes to record and upload and paste into there. Hey this is what a memory book looks like. And we flip through it they can see what it is. So things like that kind of cut out the problems before they start. 

Ismail: [00:20:55] So I'm I'm just out of curiosity Im going to bring into that perspective to get your input on this. I have a friend family friend that's a friend

Ryan: [00:21:05] asking for a friend. 

Ismail: [00:21:07] He's a contractor right. So the way this stood out to me is so not like me. So the way he handles things is he doesn't worry about the outliers. So for example as one tiny example when he goes and drives his truck around he doesn't lock the door and he sometimes just leaves the keys in the car and leaves a car running like it goes out. 

Ryan: [00:21:30] I don't like the door to my front house the front door to my house. 

Ismail: [00:21:33] Don't say that on the podcast! Don't say that 

Ryan: [00:21:35] no one knows where I live

Ismail: [00:21:36] but he doesn't do that. I'm like Dude are you crazy like someone can tell you is like I've been in this country like 30 years and I've never had my car stolen ever 

Ryan: [00:21:46] really. 

Ismail: [00:21:46] So there's something I kind of admired that because it's like a less stress less stressful way of looking at things happen and it hasn't. So it makes you wonder how much effort would you be spending on covering these outlier scenarios. 

Ryan: [00:22:01] Sure. So first of all this is this is the thing that again the reason why I think my contract in my work flow that is so bulletproof is because it comes from whenever I was a florist where I had bigger ticket items. So where one ticket was you know fifteen grand. So yeah you know what you're doing a thousand dollar photo booth no big deal a 15 grand refund. Little different. So I think it's just those things that I've had just kind of ingrained in me. And that's the reason why I think I still stick with it. 

Ismail: [00:22:36] And also some of the key to as high volume of events the outliers are much more likely. Yeah they're more likely to happen when you have so many events going on here

Ryan: [00:22:45] and I'm not about it. So this is a thing that I really really think I need to I think kind of drill in a little bit is the average and actually is anyone that did our listener survey. Thank you so much. We really appreciate you giving your input and feedback into the show because it really helps make us tailor it to the people that really listen and want more information. One of the things that kind of came up in there that I really didn't realize is I realized two things one I didn't know that Super Boothers is really an entry point into the industry. I did not know how many people really like found out about photo booths as a business from just googling the podcasts. 

Ismail: [00:23:33] I was very surprised yeah. 

Ryan: [00:23:34] And another thing I didn't realize is how many part timeers I think again 80 percent of our industry is trying to get on its feet. I did not know that. So I kind of think about that. You know whenever we're planning all the new shows for the rest of the year. So again you know why you are in you know small town Texas. You are doing a photo booth for 400 dollars. I don't care how many hours. I don't want to hear anyone yelling oh you're not charging enough...I don't care...it doesn't matter. Do your homework. 

Ismail: [00:24:10] ::laughs:: 

Ryan: [00:24:10] But yeah you know what if you have to give a 400 dollar refund someone that really needs that money. That's where it becomes important. That's where but you know what. If you have to give a 400 dollar refund and you can't pay for your kid to like go to camp and that's the difference. You know one of the other that that absolutely makes a difference and that's absolutely valid. If you can't you know an emergency pops up you need to buy new tires or something like that. I mean life happens. I get it. You have to protect yourself as a business. I don't care how much the dollar amount is. Do you not agree? 

Ismail: [00:24:44] My next question would be if....well I agree. I think I do agree with that. I guess if I'm a of a photo boother and this all sounds interesting to me. How would I know if I have a bad workflow. Like what are the symptoms of them not having an optimal workflows or anything that happens more often. Other issues that crop up how do I know if I should attend to all this. 

Ryan: [00:25:11] You're almost having me give away stuff. So again, going to go into my workshop is a life changing you will come out transformed. However I will say this when I go into this a little bit more in-depth again at these live events but I will see this so you'll go through your work and I have a trick but I can't say it but you'll go through your work process. You find a hole because there's a problem that happens. So for example your attendant doesn't types that address into the phone and it is the wrong address are not necessarily the wrong address but it's like you know how like sometimes you'll type in an address and like it'll be like like it'll be like one of two places. Have you ever had that happen. Yeah. Like really like we're it's yeah it's them it's a mile from where like Google says it is total time so far. 

Ismail: [00:26:14] Total side note. Have you ever heard of Splish Splash Water Park in Long Island. 

Ryan: [00:26:18] Who goes to Long Island? 

Ismail: [00:26:19] It's this huge water park by New York and I use Google to go find it and it brought me to this old asian man's home. True story. Please carry on. I feel bad for this poor man. 

Ryan: [00:26:40] I would just put up a sign that says hey listen if you're looking for this go this way again. So again that's a problem. So for example if you have a store front

Ismail: [00:26:48] Yeah that's a really bad workflow right there in a remote location

Ryan: [00:26:52] so if you have a location that people can't find have a reason you can go into Google and you can fix it yourself. I mean so that's that's another thing is if you see problems happening you absolutely can just learn how to fix them. If you have a problem post in our Super Boothers Group facebook.com/groups/superboothers So again like let's say you have an attendant

Ismail: [00:27:13] you've got a problem yo i'll solved it

Ryan: [00:27:19] So easy or whatever. Whoever's team you're on. No. So again what you can do is you can print out actually you're CRM does this doesn't it. 

Ismail: [00:27:27] does what? Yes it actually auto calculates that it's a little like printing that travel fee if you have one based on the distance. 

Ryan: [00:27:36] Will it print out a map? 

Ismail: [00:27:36] Yeah you could just put out a map and you can click. We've got to go. So yeah you can just click click it and print out a location on the map

Ryan: [00:27:43] and like hand it out and that goes for goes the attendant. Just like verify hey this is actually where it is. 

Ismail: [00:27:48] That's that's exactly what people do. They use it to give to their attendant. Although I personally don't do that. I just like I think most people popping into my GPS on my phone. But some people like to print that out and hand it to people. 

Ryan: [00:27:58] So that's another thing is you know for example I added delivery instructions to my questionnaire. So yes we have the map and we have that address. Are there any delivery instructions. Do we have to go to the loading dock. Can we go through the front door. Who do we need call whenever we get there. So I kept on finding out that you know more people would have these questions. So this is another thing my questionnaire is really able to handle like type A people to where you can be as type A as you want with me and I'm completely fine with it because it doesn't affect my life. If you want me to get on the phone with you and talk to you for an hour on how to set up your photo booth. I am. There's no amount of money in the world that I can charge for that. So let's so i'm taking a payment over the phone

Ismail: [00:28:43] I would pay you to not bother me with that. 

Ryan: [00:28:47] Yeah I'm not happenin. That's just. No no go hard pass. 

Ismail: [00:28:52] So for those of us who want to discuss that more on the show I don't think it's gonna happen. 

Ryan: [00:28:57] Not happening. So yeah. So that's the thing is I have kind of outfitted my questionnaire to really be able to handle again as much Type A as possible. So whenever someone's on the phone Well I actually really love this because this is what gets people to this will be the last thing and then I have to go. But what I do is let's say you're in the process of booking someone. And they say well what about the design. Well what about what about the layout. Well what about the tax that's on the e-mail. Well what about what about what about what about what about. So what I do is this is just me being. Again this is just high volume but this also is a little that sales process can go off on a tangent so you don't want to do is invest all this time with someone in like doing the design. So for example I can see if you know mom and pop we do 10 photo booths a year. Yes I can spend the time with you to do that however to speed up the sales process. You can say yes, we will absolutely take care of that after your deposit that the way how a handle this is someone will come in they'll say Oh I love this oh here the hours here's the time or well what about the design I tell them I said yes. After the email- after we receive your deposit you will automatically get an e-mail with your questionnaire where you can handle all the customization for your photo booth and that is then they go. OK. So it also skips the process of designing the layout. All the back and forth without the money. I'm not wasting all that time with someone unless you've given me money. 

Ismail: [00:30:43] This is a great example of you taking control of the process and guiding them the way you want it to go yep

Ryan: [00:30:49] And that's absolutely your job is to kind of steer the client as to what needs to happen next. So again I have just been doing this for so long that I just have like my methods in like the process of how everything happens that's another thing is a tool that people do not use is notes on any CRM. There is a note section you know per-booking. If I have a conversation with a client do not trust yourself to remember that months down the road. If I have a conversation with someone that says oh we only want to do limited printing they only want to two strips per session. I will go in the notes and write down every conversation that I have with them on the phone. If I have a conversation with them

Ismail: [00:31:33] that's so true and it's actually one. If it's definitely not used that much and I make the person who speaks to the clients on my team. Absolutely have to fill in the notes for every rental right. Because like you said you're not

Ryan: [00:31:47] if you make a promise how am I going to know

Ismail: [00:31:49] exactly. 

Ryan: [00:31:51] So that's another thing is I had a conversation with a client today where she's absolutely wanted props..i'm like fine. So what I told her was I had a conversation of the specific props that we were going to do. She goes yes ok that's great. I put that in the notes so I know to remember the conversation I had with her. You know way on down the road next February when I have to get props for this little event. 

Ismail: [00:32:17] Right. Otherwise there's a risk of someone on your team forgetting it falls through the cracks. You're saying try to patch up of potential cracks. 

Ryan: [00:32:26] Yes. And this is the way how I kind of look at it is what if you got sick and you know God forbid need to go into the hospital someone else could take that folder and continue on and carry on everything as if that didn't happen. And the client doesn't suffer. So that that's something that I've always been really proud of as you know what there are times where you know whatever you can make it to an event you have to turn it over to someone else. You know what let's say something like I'm you know life happens it gets in the way whatever happens you have to sub it out to someone or you don't have the time to go over everything they need to use him you just hand him the folder and say hey here it is go take care of things bye

Ismail: [00:33:10] Yeah that's that's happened to me you know ups for sure it's me. 

Ryan: [00:33:13] That's something that actually is more common to have happen. 

Ismail: [00:33:16] It's just good practice too. And it's not much extra work. Like my team does it while they're on the phone. So while you're speaking to the client right then and there type while you're speaking to them so that you know track everything you know. 

Ryan: [00:33:29] So if you would like to hear this workshop in the flesh please come visit me October 15th and 16th at the photo booth show Europe in Leicester UK

Ryan: [00:33:45] Next week on Super Boothers. This is what I think represents luxury is really minimalism. That would just be kind of my thing I would focus more on service and making sure that the guest has a good experience. That's another thing that I think we really have another problem with our industry. People use the word experience incorrectly.