good morning super excited to be here I think that we are really living in
think that we are really living in
think that we are really living in probably the most exciting time in the
probably the most exciting time in the
probably the most exciting time in the history of communication and the way
history of communication and the way
history of communication and the way that we talk to each other way we
that we talk to each other way we
that we talk to each other way we interact with each other the way that we
interact with each other the way that we
interact with each other the way that we can create communities the way that we
can create communities the way that we
can create communities the way that we communicate the way that we connect and
communicate the way that we connect and
communicate the way that we connect and I think that it’s changing really
I think that it’s changing really
I think that it’s changing really rapidly and I think that basically over
rapidly and I think that basically over
rapidly and I think that basically over the next five 10 15 20 years we don’t
the next five 10 15 20 years we don’t
the next five 10 15 20 years we don’t even we can’t even really grasp or
even we can’t even really grasp or
even we can’t even really grasp or understand the degree and the speed at
understand the degree and the speed at
understand the degree and the speed at which things will continue to change and
which things will continue to change and
which things will continue to change and to continue to evolve and technology’s
to continue to evolve and technology’s
to continue to evolve and technology’s role in all of that at the same time I
role in all of that at the same time I
role in all of that at the same time I think that we’re living in an era where
think that we’re living in an era where
think that we’re living in an era where nothing has changed
nothing has changed
nothing has changed right and I think that the intersection
right and I think that the intersection
right and I think that the intersection of that place that place of rapidly
of that place that place of rapidly
of that place that place of rapidly changing technology and communication as
changing technology and communication as
changing technology and communication as well as a place where nothing has
well as a place where nothing has
well as a place where nothing has changed the intersection where those two
changed the intersection where those two
changed the intersection where those two things collide for me is a really
things collide for me is a really
things collide for me is a really interesting place to find magic to build
interesting place to find magic to build
interesting place to find magic to build communities and to build businesses
communities and to build businesses
communities and to build businesses doing the things that we love and in
doing the things that we love and in
doing the things that we love and in order to kind of flesh that out which is
order to kind of flesh that out which is
order to kind of flesh that out which is what I want to talk about today which is
what I want to talk about today which is
what I want to talk about today which is that place where everything is different
that place where everything is different
that place where everything is different and everything is the same I want to
and everything is the same I want to
and everything is the same I want to tell you a couple of just quick stories
tell you a couple of just quick stories
tell you a couple of just quick stories about my own family my ancestors are
about my own family my ancestors are
about my own family my ancestors are from Lebanon I’m a proud Lebanese
from Lebanon I’m a proud Lebanese
from Lebanon I’m a proud Lebanese American and when my ancestors came to
American and when my ancestors came to
American and when my ancestors came to the United States of America they
the United States of America they
the United States of America they settled in a place called Peoria
settled in a place called Peoria
settled in a place called Peoria Illinois which was a small city about 3
Illinois which was a small city about 3
Illinois which was a small city about 3 hours south of Chicago about 250,000
hours south of Chicago about 250,000
hours south of Chicago about 250,000 people and in that town of pure Illinois
people and in that town of pure Illinois
people and in that town of pure Illinois my great-grandfather my grandfather and
my great-grandfather my grandfather and
my great-grandfather my grandfather and my uncle they started a business
my uncle they started a business
my uncle they started a business Lebanese people are very entrepreneurial
Lebanese people are very entrepreneurial
Lebanese people are very entrepreneurial and spirits and they started a they
and spirits and they started a they
and spirits and they started a they embrace the entrepreneurial spirit and
embrace the entrepreneurial spirit and
embrace the entrepreneurial spirit and they started a business and that
they started a business and that
they started a business and that business was probably one of the sexiest
business was probably one of the sexiest
business was probably one of the sexiest cutting-edge on-trend businesses you
cutting-edge on-trend businesses you
cutting-edge on-trend businesses you could ever imagine it was a local
could ever imagine it was a local
could ever imagine it was a local grocery store so as you can imagine that
grocery store so as you can imagine that
grocery store so as you can imagine that was something that they were very proud
was something that they were very proud
was something that they were very proud of and that grocery store without
of and that grocery store without
of and that grocery store without knowing the language without knowing any
knowing the language without knowing any
knowing the language without knowing any people without having really any
people without having really any
people without having really any connections to America whatsoever
connections to America whatsoever
connections to America whatsoever became a very successful grocery store
became a very successful grocery store
became a very successful grocery store very
very
very well known grocery store and was in
well known grocery store and was in
well known grocery store and was in business for I think close to sixty
business for I think close to sixty
business for I think close to sixty years so I didn’t have the good fortune
years so I didn’t have the good fortune
years so I didn’t have the good fortune of meeting my grandfather because he
of meeting my grandfather because he
of meeting my grandfather because he passed away before I was really old
passed away before I was really old
passed away before I was really old enough to know him but here’s what I
enough to know him but here’s what I
enough to know him but here’s what I knew about him but the thing that my
knew about him but the thing that my
knew about him but the thing that my father was most proud of was that my
father was most proud of was that my
father was most proud of was that my grandfather’s funeral was one of the
grandfather’s funeral was one of the
grandfather’s funeral was one of the most well attended funerals of any
most well attended funerals of any
most well attended funerals of any funeral in Peoria Illinois so I got to
funeral in Peoria Illinois so I got to
funeral in Peoria Illinois so I got to thinking okay that’s interesting a lot
thinking okay that’s interesting a lot
thinking okay that’s interesting a lot of people loved my grandfather cool and
of people loved my grandfather cool and
of people loved my grandfather cool and then his brother who was my great uncle
then his brother who was my great uncle
then his brother who was my great uncle his name was his name was uncle Ralph
his name was his name was uncle Ralph
his name was his name was uncle Ralph and uncle Ralph was a mentor to me and
and uncle Ralph was a mentor to me and
and uncle Ralph was a mentor to me and aside from my father he was one of the
aside from my father he was one of the
aside from my father he was one of the most generous hard-working value-driven
most generous hard-working value-driven
most generous hard-working value-driven men that I’ve ever met in my life and I
men that I’ve ever met in my life and I
men that I’ve ever met in my life and I was really blessed to know him when he
was really blessed to know him when he
was really blessed to know him when he passed away we received a letter from a
passed away we received a letter from a
passed away we received a letter from a woman who was a past client of the
woman who was a past client of the
woman who was a past client of the rachet family grocery store and the
rachet family grocery store and the
rachet family grocery store and the letter basically said this you guys
letter basically said this you guys
letter basically said this you guys don’t know who we are but we wanted to
don’t know who we are but we wanted to
don’t know who we are but we wanted to write you this because we just heard
write you this because we just heard
write you this because we just heard that Ralph passed away your father so my
that Ralph passed away your father so my
that Ralph passed away your father so my grandfather this is this letter was
grandfather this is this letter was
grandfather this is this letter was written to my father your father and
written to my father your father and
written to my father your father and uncle Ralph every single night for
uncle Ralph every single night for
uncle Ralph every single night for almost two years
almost two years
almost two years set aside food for our family my husband
set aside food for our family my husband
set aside food for our family my husband and myself couldn’t find work we had two
and myself couldn’t find work we had two
and myself couldn’t find work we had two kids we had to support and we had really
kids we had to support and we had really
kids we had to support and we had really no way of paying for any food and for
no way of paying for any food and for
no way of paying for any food and for every single night for two years your
every single night for two years your
every single night for two years your uncle and your father put aside food and
uncle and your father put aside food and
uncle and your father put aside food and that literally saved our life and it
that literally saved our life and it
that literally saved our life and it literally was the reason that we were
literally was the reason that we were
literally was the reason that we were able to keep going and then eventually
able to keep going and then eventually
able to keep going and then eventually this man went on to get a job and he
this man went on to get a job and he
this man went on to get a job and he ended up actually repaying my uncle and
ended up actually repaying my uncle and
ended up actually repaying my uncle and my grandfather all the equivalent of
my grandfather all the equivalent of
my grandfather all the equivalent of what two years of food would have been
what two years of food would have been
what two years of food would have been so when I when I heard those two stories
so when I when I heard those two stories
so when I when I heard those two stories I thought to myself it’s really
I thought to myself it’s really
I thought to myself it’s really interesting like what is it about these
interesting like what is it about these
interesting like what is it about these two men and this this rash of family
two men and this this rash of family
two men and this this rash of family this local grocery store that made them
this local grocery store that made them
this local grocery store that made them last 50 60 years that left this
last 50 60 years that left this
last 50 60 years that left this incredible legacy of people showing up
incredible legacy of people showing up
incredible legacy of people showing up to the funeral and writing these letters
to the funeral and writing these letters
to the funeral and writing these letters so I wanted to know more so I asked my
so I wanted to know more so I asked my
so I wanted to know more so I asked my dad dad what do you think that the
dad dad what do you think that the
dad dad what do you think that the reason
reason
reason is that the grocery store was successful
is that the grocery store was successful
is that the grocery store was successful like and my dad basically had three
like and my dad basically had three
like and my dad basically had three really fast answers he said your uncle
really fast answers he said your uncle
really fast answers he said your uncle and your grandfather were better than
and your grandfather were better than
and your grandfather were better than anyone else at three things number one
anyone else at three things number one
anyone else at three things number one they worked every single day all day
they worked every single day all day
they worked every single day all day long right and that’s something that
long right and that’s something that
long right and that’s something that like all of us know like I don’t know
like all of us know like I don’t know
like all of us know like I don’t know anyone in the world that is successful
anyone in the world that is successful
anyone in the world that is successful that doesn’t work a lot or and that
that doesn’t work a lot or and that
that doesn’t work a lot or and that hasn’t worked a lot persistently every
hasn’t worked a lot persistently every
hasn’t worked a lot persistently every single day consistently every single day
single day consistently every single day
single day consistently every single day for many many years so that part I was
for many many years so that part I was
for many many years so that part I was like all right I get it but part two and
like all right I get it but part two and
like all right I get it but part two and part three I think we’re actually more
part three I think we’re actually more
part three I think we’re actually more interesting to me which were number two
interesting to me which were number two
interesting to me which were number two he said and they knew every single thing
he said and they knew every single thing
he said and they knew every single thing about the lives of their customers huh
about the lives of their customers huh
about the lives of their customers huh interesting okay and number three they
interesting okay and number three they
interesting okay and number three they cared more than anyone else in the city
cared more than anyone else in the city
cared more than anyone else in the city about the lives of those customers so
about the lives of those customers so
about the lives of those customers so when I pushed him a little bit more on
when I pushed him a little bit more on
when I pushed him a little bit more on that I came to learn that what that
that I came to learn that what that
that I came to learn that what that meant was and I think that this is this
meant was and I think that this is this
meant was and I think that this is this is the idea of really like real timeless
is the idea of really like real timeless
is the idea of really like real timeless customer service what that meant was
customer service what that meant was
customer service what that meant was they learned about you so so they worked
they learned about you so so they worked
they learned about you so so they worked hard right and the number two was they
hard right and the number two was they
hard right and the number two was they knew their customers better than anyone
knew their customers better than anyone
knew their customers better than anyone else and what that meant for in a
else and what that meant for in a
else and what that meant for in a practical sense for these four my
practical sense for these four my
practical sense for these four my grandfather my uncle and the local
grandfather my uncle and the local
grandfather my uncle and the local grocery store was they knew your name
grocery store was they knew your name
grocery store was they knew your name they knew your wife’s name or your
they knew your wife’s name or your
they knew your wife’s name or your husband’s name they knew your kids names
husband’s name they knew your kids names
husband’s name they knew your kids names they knew that Johnny had a fifth
they knew that Johnny had a fifth
they knew that Johnny had a fifth birthday party coming up this weekend
birthday party coming up this weekend
birthday party coming up this weekend they knew that Sally was getting her
they knew that Sally was getting her
they knew that Sally was getting her first communion they knew what kind of
first communion they knew what kind of
first communion they knew what kind of meat you wanted when you walked into the
meat you wanted when you walked into the
meat you wanted when you walked into the butcher shop right they knew how many
butcher shop right they knew how many
butcher shop right they knew how many eggs you made for your family on a
eggs you made for your family on a
eggs you made for your family on a Sunday morning brunch they knew
Sunday morning brunch they knew
Sunday morning brunch they knew everything and that in and of itself I
everything and that in and of itself I
everything and that in and of itself I think is something that’s pretty much
think is something that’s pretty much
think is something that’s pretty much becoming a lot oh but then what was even
becoming a lot oh but then what was even
becoming a lot oh but then what was even more interesting to me about that was
more interesting to me about that was
more interesting to me about that was then they would do something about it
then they would do something about it
then they would do something about it right so for Johnny’s fifth birthday
right so for Johnny’s fifth birthday
right so for Johnny’s fifth birthday party there would be four patties that
party there would be four patties that
party there would be four patties that uncle Ralph would give Johnny’s parents
uncle Ralph would give Johnny’s parents
uncle Ralph would give Johnny’s parents right they would send a dozen more eggs
right they would send a dozen more eggs
right they would send a dozen more eggs for Easter morning brunch and I think
for Easter morning brunch and I think
for Easter morning brunch and I think that when I when I really think about
that when I when I really think about
that when I when I really think about what made these guys successful I think
what made these guys successful I think
what made these guys successful I think it was two and three together right so
it was two and three together right so
it was two and three together right so the hard work plus the knowledge plus
the hard work plus the knowledge plus
the hard work plus the knowledge plus the actual
the actual
the actual taking that extra mile step of the
taking that extra mile step of the
taking that extra mile step of the action and when I think about my
action and when I think about my
action and when I think about my grandparents right which is the part of
grandparents right which is the part of
grandparents right which is the part of my that I opened with that says
my that I opened with that says
my that I opened with that says basically nothing has changed I think
basically nothing has changed I think
basically nothing has changed I think about our time today I think about the
about our time today I think about the
about our time today I think about the way that we do customer service today
way that we do customer service today
way that we do customer service today and I think we applied a lot of that to
and I think we applied a lot of that to
and I think we applied a lot of that to the world today we would see a lot of
the world today we would see a lot of
the world today we would see a lot of success what I think is fascinating
success what I think is fascinating
success what I think is fascinating about everything changing which is the
about everything changing which is the
about everything changing which is the second part of how I open this
second part of how I open this
second part of how I open this conversation is that we have it so much
conversation is that we have it so much
conversation is that we have it so much easier than our grandparents did all
easier than our grandparents did all
easier than our grandparents did all right so like if you think about what it
right so like if you think about what it
right so like if you think about what it took to build a business 50 or 60 years
took to build a business 50 or 60 years
took to build a business 50 or 60 years ago let’s just stick with the practical
ago let’s just stick with the practical
ago let’s just stick with the practical example of the rational gamma grocery
example of the rational gamma grocery
example of the rational gamma grocery store you stood in a grocery store for
store you stood in a grocery store for
store you stood in a grocery store for 16 hours a day and waited for people to
16 hours a day and waited for people to
16 hours a day and waited for people to walk in so you could slice up their ham
walk in so you could slice up their ham
walk in so you could slice up their ham or serve them the pork chop or give them
or serve them the pork chop or give them
or serve them the pork chop or give them the eggs right and then if you didn’t
the eggs right and then if you didn’t
the eggs right and then if you didn’t care enough about Johnny Smith burger
care enough about Johnny Smith burger
care enough about Johnny Smith burger burger you give us some hamburgers the
burger you give us some hamburgers the
burger you give us some hamburgers the first thing that knows that John and
first thing that knows that John and
first thing that knows that John and Jill have Johnny right and what that
Jill have Johnny right and what that
Jill have Johnny right and what that means is you have to talk to John about
means is you have to talk to John about
means is you have to talk to John about what that means you have to actually
what that means you have to actually
what that means you have to actually physically be in a supermarket every
physically be in a supermarket every
physically be in a supermarket every single time that John and Joe walk in so
single time that John and Joe walk in so
single time that John and Joe walk in so you can talk to them about their family
you can talk to them about their family
you can talk to them about their family you can learn and you know a two-minute
you can learn and you know a two-minute
you can learn and you know a two-minute conversation here you have a
conversation here you have a
conversation here you have a three-minute conversation here and a
three-minute conversation here and a
three-minute conversation here and a month or week or a year goes by and you
month or week or a year goes by and you
month or week or a year goes by and you finally get to know someone and then by
finally get to know someone and then by
finally get to know someone and then by the time you actually do something nice
the time you actually do something nice
the time you actually do something nice for them what happens John and Joe go
for them what happens John and Joe go
for them what happens John and Joe go home and have five hamburger patties and
home and have five hamburger patties and
home and have five hamburger patties and they say what they say to their cousin
they say what they say to their cousin
they say what they say to their cousin or their friend or the next-door
or their friend or the next-door
or their friend or the next-door neighbor hey the Russian hummingbird
neighbor hey the Russian hummingbird
neighbor hey the Russian hummingbird Easter they’re cool and he was spot
Easter they’re cool and he was spot
Easter they’re cool and he was spot hamburger patties for free for Johnny’s
hamburger patties for free for Johnny’s
hamburger patties for free for Johnny’s fifth birthday party and that’s where it
fifth birthday party and that’s where it
fifth birthday party and that’s where it ends right it was so much harder to
ends right it was so much harder to
ends right it was so much harder to scale that carry 50 years ago even 20
scale that carry 50 years ago even 20
scale that carry 50 years ago even 20 years ago
years ago
years ago fast forward to today
fast forward to today
fast forward to today and we’re living in what I said is the
and we’re living in what I said is the
and we’re living in what I said is the most exciting time to build businesses
most exciting time to build businesses
most exciting time to build businesses and be a communicator and build
and be a communicator and build
and be a communicator and build communities ever because what happens
communities ever because what happens
communities ever because what happens now is I don’t have to be standing at a
now is I don’t have to be standing at a
now is I don’t have to be standing at a family grocery store I don’t have to be
family grocery store I don’t have to be
family grocery store I don’t have to be in a physical location acting literally
in a physical location acting literally
in a physical location acting literally from the comfort of my bed scroll
from the comfort of my bed scroll
from the comfort of my bed scroll through and know everything about your
through and know everything about your
through and know everything about your life as my customer or your life is my
life as my customer or your life is my
life as my customer or your life is my client or your life is my community or
client or your life is my community or
client or your life is my community or your life is my friend in about five
your life is my friend in about five
your life is my friend in about five minutes on my cell phone because you’re
minutes on my cell phone because you’re
minutes on my cell phone because you’re posting about Johnny’s birthday party
posting about Johnny’s birthday party
posting about Johnny’s birthday party you’re talking about your family you’re
you’re talking about your family you’re
you’re talking about your family you’re talking about the things that are
talking about the things that are
talking about the things that are important to you and then I can
important to you and then I can
important to you and then I can implement with really rapid speed and
implement with really rapid speed and
implement with really rapid speed and action that third part right
action that third part right
action that third part right I can literally know what matters you
I can literally know what matters you
I can literally know what matters you can act surprised and delay
can act surprised and delay
can act surprised and delay I’m literally in my company right now
I’m literally in my company right now
I’m literally in my company right now had just hired someone that I’m calling
had just hired someone that I’m calling
had just hired someone that I’m calling the surprise and the length officer or
the surprise and the length officer or
the surprise and the length officer or their entire job is to scan every single
their entire job is to scan every single
their entire job is to scan every single post that goes into my social media
post that goes into my social media
post that goes into my social media world and figure out what’s important
world and figure out what’s important
world and figure out what’s important those people and we send them things
those people and we send them things
those people and we send them things right because that is the digital world
right because that is the digital world
right because that is the digital world that is the world we live in now and so
that is the world we live in now and so
that is the world we live in now and so now what happens this is what’s really
now what happens this is what’s really
now what happens this is what’s really cool is check this out
cool is check this out
cool is check this out now if I give Johnny and Jill five
now if I give Johnny and Jill five
now if I give Johnny and Jill five hamburger patties for Jonathan’s fifth
hamburger patties for Jonathan’s fifth
hamburger patties for Jonathan’s fifth birthday party or they do instead of
birthday party or they do instead of
birthday party or they do instead of going home and telling their friend or
going home and telling their friend or
going home and telling their friend or you know aunt chauhan or uncle Brian
you know aunt chauhan or uncle Brian
you know aunt chauhan or uncle Brian about Russian grocery store they go home
about Russian grocery store they go home
about Russian grocery store they go home and if he is something or they do a live
and if he is something or they do a live
and if he is something or they do a live video with Johnny and spit birthday
video with Johnny and spit birthday
video with Johnny and spit birthday party and they say thanks so much to the
party and they say thanks so much to the
party and they say thanks so much to the ration family groceries
ration family groceries
ration family groceries or donating your lunch today and now I
or donating your lunch today and now I
or donating your lunch today and now I defer a thousand people or two thousand
defer a thousand people or two thousand
defer a thousand people or two thousand people or three thousand people or ten
people or three thousand people or ten
people or three thousand people or ten million people just because they gave
million people just because they gave
million people just because they gave you five three hamburger patties right
you five three hamburger patties right
you five three hamburger patties right that’s just never ever ever been an
that’s just never ever ever been an
that’s just never ever ever been an option for any business for any
option for any business for any
option for any business for any community building in the history of
community building in the history of
community building in the history of community building and for me that is
community building and for me that is
community building and for me that is the interest that is the intersection
the interest that is the intersection
the interest that is the intersection and that is the fun right so you don’t
and that is the fun right so you don’t
and that is the fun right so you don’t have to be in one place of every single
have to be in one place of every single
have to be in one place of every single time that someone writes me a message on
time that someone writes me a message on
time that someone writes me a message on facebook someone says being 300 someone
facebook someone says being 300 someone
facebook someone says being 300 someone PM’s ministry and sends me an email
PM’s ministry and sends me an email
PM’s ministry and sends me an email literally in my mind what I’m thinking
literally in my mind what I’m thinking
literally in my mind what I’m thinking is they’re entering my grocery store
is they’re entering my grocery store
is they’re entering my grocery store they’re entering my family grocery store
they’re entering my family grocery store
they’re entering my family grocery store and I get to know about them and care
and I get to know about them and care
and I get to know about them and care about them work hard anyone else and
about them work hard anyone else and
about them work hard anyone else and surprise and delight them and when you
surprise and delight them and when you
surprise and delight them and when you can do that right when you can combine
can do that right when you can combine
can do that right when you can combine this old-school customer service with
this old-school customer service with
this old-school customer service with this new school way of scaling caring
this new school way of scaling caring
this new school way of scaling caring that’s what I call the digital
that’s what I call the digital
that’s what I call the digital granddaughter right the grandfather love
granddaughter right the grandfather love
granddaughter right the grandfather love and care and concern with the digital
and care and concern with the digital
and care and concern with the digital advancements and I think that when you
advancements and I think that when you
advancements and I think that when you can do that I would every single person
can do that I would every single person
can do that I would every single person s you are the reason that I will be able
s you are the reason that I will be able
s you are the reason that I will be able to stay in this deep or 60 or 70 years
to stay in this deep or 60 or 70 years
to stay in this deep or 60 or 70 years but more importantly maybe your shelf in
but more importantly maybe your shelf in
but more importantly maybe your shelf in life here and more importantly maybe
life here and more importantly maybe
life here and more importantly maybe your right knee or my children or my
your right knee or my children or my
your right knee or my children or my grandchildren
grandchildren
grandchildren my great nephew or niece a letter that
my great nephew or niece a letter that
my great nephew or niece a letter that says hey you don’t know me but your dad
says hey you don’t know me but your dad
says hey you don’t know me but your dad saved my life so I hope that I treat
saved my life so I hope that I treat
saved my life so I hope that I treat every single person that walks into my
every single person that walks into my
every single person that walks into my store with the same amount of love and
store with the same amount of love and
store with the same amount of love and respect and dignity that my grandparents
respect and dignity that my grandparents
respect and dignity that my grandparents treated the people that walk through
treated the people that walk through
treated the people that walk through their door I hope that my grandparents
their door I hope that my grandparents
their door I hope that my grandparents and my uncle Ralph are looking down on
and my uncle Ralph are looking down on
and my uncle Ralph are looking down on me today saying I am so proud of how
me today saying I am so proud of how
me today saying I am so proud of how that kid how that guy reits the people
that kid how that guy reits the people
that kid how that guy reits the people that walk through his door and I hope
that walk through his door and I hope
that walk through his door and I hope there is proud of the way that I treat
there is proud of the way that I treat
there is proud of the way that I treat people that walk through my door is I am
people that walk through my door is I am
people that walk through my door is I am of the way that they treated people that
of the way that they treated people that
of the way that they treated people that walk through theirs thank you very much
walk through theirs thank you very much
walk through theirs thank you very much [Applause]
”
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