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ようこそ、DJ まるbeeの世界へ 第８９回です。今回はPost Rockです。Mazzy StarもRain ParadeもギターはDavid Robackで、音がいいですね。David Robackは2020年2月25日に61歳で逝去したそうです。The Boys Next DoorのVocalはNick Caveの最初のバンドだと思います。The Boys Next Doorの中で、Shiversだけ曲調が違う気がします、Nick CaveがVisual系の才能も持ち合わせていたと感じさせられる１曲でした。
（Depending On You/ Rain Parade、Flying low、Disappear/ Mazzy Star、Shivers/ The Boys Next Door）
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ようこそ、DJ まるbeeの世界へ 第８８回です。今回は、Post Punk UnderGroundな、楽曲をChoiceしました。
Shoot Down The Railroad Man、Only Business/ Rain Parade、 Guilt Parade、Let’s Talk About Art/ The Boys Next Door、 Chelsea girls、Winter Song、Femme Fatale/ Nico
Penis Extender I Use: http://PenimasterX.com
How's it going boys? This video is going to be a little bit intimate between you and me. In this video, I'm going to tell you exactly how much results I gained from using a penis stretcher. I'm not just going to share with you my results, I'm also going to ask my girlfriend how she feels in terms of results, like what difference did it make for her. So if you're looking to get a bigger penis, just watch this video and you're going to understand how much size you're going to gain if you decide to use a penis stretcher.
Now, quick disclaimer, I am not sponsored by any of the companies that I'm mentioning in this video. No company tells me what to say, no company reviews the video before I publish it. Everything that I said in this video is 100% my experience and 100% honest. So now that we got this one out of the way, I'm pretty sure you're wondering for yourself how much could you gain if you decide to use a penis stretcher. The answer is not in centimeters or in inches, the answer is actually in percentage. So you can't expect to be 10 centimeters now and to expect to gain another 10. That's just unrealistic, okay? So realistically what you can expect to gain is up to 30-35% of your current length and up to 20% more of your current girth, which is by the way a lot.
So to put it in perspective, if you are 15 centimeters right now, it will be realistic for you to see a five-centimeter increase in length within one to two years. Now don't expect to gain 35% in like a month or two, it's just not realistic. In the same way that you can't have like a perfect body by training just a month or two at the gym, it just doesn't happen even if you take steroids, you're just not gonna do it. Building your body and changing your body takes time, so don't expect to start using the penis stretcher and to gain like a 35% increase in length within the first month or two, it's just not realistic.
And in this video, I'm going to tell you what's realistic and I'm going to share with you my personal results. So to be quite honest with you, I don't know what's going to be the limit for me to gain in terms of length. However, what I noticed is the biggest changes actually happen the first month. But for you to keep gaining length and girth, you have to use it more. That is very similar to you training at the gym. The biggest results you're gonna see at the first month because you're literally starting from zero, so anything that you gain is going to be very, very visible. And for me personally, the first month I gained around one and a half to almost two centimeters in length, which is a lot. Just to let you know, I started with 15 centimeters, so that means it is around, I don't know, maybe 20% or 15% increase in length. For me personally, I was more than happy with this result, and for my girlfriend as well, she actually noticed that and she mentioned that a few times when we were having sex.
And speaking of my girlfriend, why don't we ask her what does she think about my results after using the penis stretcher? Here we go. Yeah, I think you definitely became thicker and much more sensitive, and you're reaching the end, it's like you don't need money, you need more than that, definitely like, uh, stop, stop it. So those are the kind of results that you can expect to see. However, it's very important to realize that those results are not the same between one device to another because different penis stretchers and different devices work in very different ways.
From my personal experience, when I used the PeniMaster, I had the biggest results. I'm going to leave a link for it in the description. However, when I used the Phallosan Forte, I did not see the same results, mainly because of the way that Phallosan Forte works. It doesn't stretch all your penis, it stretches only a smaller part of it. So I made a separate video on how the Phallosan Forte works and why the results are not as good as the PeniMaster. On top of that, if you are circumcised, you're going to see much improvement in terms of sensitivity if you use the PeniMaster because of the way it works. It vacuums ahead of your penis and it allows for more blood flow into the head of your penis, which makes you more sensitive, makes you enjoy sex more, and it also makes your penis bigger because when the head of your penis is bigger, that means that your partner is gonna feel it more, you're gonna feel it more, and in general, you're just gonna have a bigger penis.
So if to be honest, if I was gonna recommend just one device out of like the six devices that I bought and tried, I would only recommend the PeniMaster. And if you're going to get the PeniMaster, I recommend you to get the complete set because sometimes you're just more comfortable wearing the belt, other times you're more comfortable wearing the device. Personally now, I'm more comfortable wearing the device. The way I wear it is on top of my boxers, so I'll get my penis outside of the boxers and then I'll wear it on top of it, and this way there's like a barrier between the plastic of the device and my body, and it makes it much more comfortable and easier to wear for a prolonged period of time.
Now I'm going to make a whole video about the tips and tricks of how to use the penis stretcher in the most comfortable way. So if you'd like to see that, all you have to do is just subscribe to the channel and let me know in the comments if you're interested in something like that. Now one very important thing that I would like to mention here is that consistency is key. If you're not gonna wear the penis stretcher every day or at least every second day, you're not going to see much results. So for me personally, I would wear it five or six days in a week, so I'm wearing it every day for at least a couple of hours. In this way, even if I'm making slow progress, I'm making some progress every day.
Now if you're going to take breaks from using the penis stretcher, just realize that this might take you back a little bit, and it's very important to keep that in mind because if you're not going to be consistent using the penis stretcher, it's going to affect your results. So in my opinion, the minimum you should wear it is at least two hours per day. Now on their website, they recommend wearing it for five or six hours per day. I personally prefer slow and steady progress because wearing it six hours per day sometimes it can interfere with your personal life. So I personally prefer to wear just two hours per day and to see some progress instead of putting too much pressure on myself to where it's six hours per day and then to stop wearing it because it's too difficult to do that.
By the way, another benefit to using the penis stretcher for those of you that are a little bit older and that are watching my videos, even if you're young sometimes you just get weak erections. Now when I started using the penis stretcher, my erections got so much better. I have no idea why, probably due to the fact that you're actually doing stretching for your penis and that allows for more blood to flow into it more easily, and this way I was getting much harder. I really realized it with my girlfriend, especially when you're laying down and your girlfriend is on top. You probably know that this is the weakest erection you'll have because the blood has to actually go up to your penis. Now when I started using the device, I'm actually getting way harder erections, which is saving me, you know, taking enhancers like Viagra or any other pills in order for me to get hard erections, especially when I'm drinking when I'm going out. This way I'm more confident that I'm going to have a good erection compared to before I started using the penis stretcher.
So to summarize this video, if you decide to start using a penis stretcher, the results that you are going to see depend on your initial size. But from my personal experience and from the rest of the studies that are online, you can expect to see up to 30 or 35% increase in length and up to 20% increase in girth. However, don't expect to gain those numbers in the first month, so it's gonna take you some time. I would say between a year to two in order for you to gain this 30 to 35%. However, even after the first month of use, you're going to see some results which will motivate you to keep going and using the device for longer periods of time.
So how much did I actually gain in terms of length after using the penis stretcher for around five months? Now I measured my size and made photos before I started using the device, and I measured my size and made photos right now before making the video. My initial size before I started using the penis stretcher was 15 centimeters. Currently, I'm at 18 centimeters, so we're talking about three centimeters increase in length, so that's a little bit over an inch, maybe an inch and a half in the span of five months. However, I want you to remember that some periods I was not using it, so I stopped using it at the beginning for a month if I'm not mistaken. Also, I took a break of a week or two when I got sick, so I wasn't using it for that period. So I wasn't that consistent in using it. On top of this, I did use the Phallosan Forte for around a month, which in my opinion didn't really help my results. So I would say if I were to use the PeniMaster only consistently on a daily basis for five months, I would have seen much better results. However, you know, I'm still happy with the results that I got, and I'm gonna keep using it and update you guys maybe in a month or two to see what kind of results I'm going to get using only the PeniMaster.
So I hope you guys enjoyed this video. If you did, please leave it a thumbs up so you let me know that you actually liked it so I can make more videos like this one. Also, if you're new to this channel, please consider subscribing, hitting the bell icon so you get notified every time I upload a new video, and let me know in the comments are you actually considering to use a penis stretcher and which penis stretcher would you use. Also, if you'd like to see me make a specific video or you have a specific question about the penis stretcher, also write it down in the comments and I'm going to answer all the questions personally in any way. I'm going to see you in the next video. Bye.
🔗Links to Purchase: http://PenimasterX.com
i went ahead and actually purchased so much weight it is almost kilograms or i think a very common mistake that a lot of people do is actually how's going boys and girls in today's video i'm gonna do something ridiculous and i'm going to unbox the penimaster weight extender now i went ahead and did a complete overkill here with the PeniMaster weight extender i went ahead and actually purchased so much weight it is almost six and a half kilograms or i think 13 pounds i don't know how much is that in us units so today i'm gonna unbox it it's a brand new device that costs five almost 600 bucks to buy and i wanted to buy it because i wanted to experiment more with penis hanging or stretching with weights and not only that but i also want to do it for a short period of time so instead of stretching for many hours during the day i want to try and stretch heavily for just one hour per day and see if i'm gonna be able to get the same results that i'm getting with stretching for three to four hours the reason for that is i find it quite difficult sometimes to put in four hours of stretching per day i'm quite busy i go to the gym i work quite a bit i spend time with my girlfriend and stretching for three to four hours per day sometimes can be difficult however stretching for one hour per day i get it done early in the morning it is possible it's not that difficult and if i manage to get good results from it i'm gonna be more than happy so the results that i'm gonna get or maybe i'm gonna get i don't know i'm gonna be posting them on my only fans so if you guys are into that check out the link to my only fans in the description of this video below also i'm going to leave a link to this device in the description as well regardless let's start with the unboxing and i'm going to also take the opportunity to explain to you how each part of the PeniMaster works because now we have a brand new package i can open it up show you that impression that you are going to get if you're gonna get this device so as you can see i already have a scratch on the sticker the reason for that is the device came in a big box and it had those weights disassembled so some of them were in small bags some of them were not and apparently one of the weights actually scratched the package on the way you know with handling it with the dhl so anyways i don't care about the uh little scratch over here so this is how the PeniMaster comes actually it doesn't come like this it comes with another plain box that doesn't say anything about penis extender on it however this is the box that is going to be inside of it i also had the weights some of them were attached to each other i think of you know big part was attached to each other but others were just separately uh separated in small bags so here as you guys can see there are different sizes of weights uh i actually already used this device so i used it with the older
Penimaster that i have so here each piece the big pieces is half a kilogram or 500 grams and then the smaller is 250 grams all of those and then here you have half of it is like 125 grams per each one so you can play around with them they all screw onto each other i don't know if you guys can see but you can easily like unscrew them and uh and i think it's like one of the most elegant ways for you to you know attach weights to each other so i saw other devices that would actually use uh you know the plates for the gym weights in order for them to hang on the penis i don't think it's the most elegant way especially when they are like pretty wide and they're moving they're not really attached to each other in any way and so they start making noise and moving those ones actually are one of the most elegant ways to do it however there is a disadvantage to having the weights in such shape and the disadvantage is if you are buying six kilograms of weights just like me uh the weights are gonna hit the floor so it's not something you should do uh i'm really warning you you should never hang so much weight on your dick in fact the safe amount of weight is 200 grams according to the penimaster according to the german regulations so more than that you're already starting to go into risk territory now i'm gonna experiment with that on myself you shouldn't be doing that it is very dangerous so don't do it you can maybe check out how i do it on my only fans but don't do it yourself this is dangerous it's only for experimental purposes now having this much weight i did wear around like three kilograms so almost half maybe a little bit less than this up to here uh it's comfortable to wear like you can wear it while standing i usually do it while standing maybe i would be writing or using my laptop while standing if you do it while sitting it's a little bit more complicated so this device is mainly made to be used while standing and while at home it's going to be very difficult to wear it outside so i do realize it's not something that you might want to use if you are planning to be using the device for many hours and be using it outside i just want to use it for one hour in a day and i don't mind hanging a bunch of weights for one hour during the day now i want to show you how all this works first of all let's unbox this device and as you guys can see inside there are some parts missing because i didn't want to buy them because they're just going to be useless for the weights so the thing that i did not buy is the device that usually comes in this place i'm going to be using the weight so i'm not going to need the device to stretch my dick um the other stuff this is the manual now they're starting to do it online so they're not really you know providing you with a paper manual which i think it's you know it's fine you know you shouldn't be printing so much paper just for you to show people how to use the device especially when you can show them through video on the online website now a few things that i want to mention and i want to also show you how you can adjust this device to yourself so this is how the device comes like or the cup of the PeniMaster this is how it comes like so the mistake a lot of people do is by going ahead and using this cup the way it comes so there are quite a few ways to adjust this cup to your penis size i would say this cup at this point would fit like a medium or an average penis head and it might slip if you are below average if your dick is smaller and if you are bigger you might wanna also change the rubbers here i'm gonna explain to you exactly how to do it so as you guys can see there are two parts that you can adjust and you should adjust them according to your penis size now there are those small plastics and those small plastics should sit onto this part so you actually have to remove the rubber and then before you put the rubber again you should actually put those pieces like this i don't know if you guys can see you should put the pieces like this under the rubber so you can make the opening smaller and in this way if your dick is on the thin side then you can basically adjust it to your dick thickness and if you are even thinner than that then they provide you with a couple of pieces of plastic that i tried using them but this is just way too thin for me uh for me i would say this is quite like a tight fit the medium ones are pretty tight the smaller ones it's already painful like i can not fit my dick inside uh this i'm actually using it quite fine so in my case i don't really have to adjust it but for many people you might want to adjust it yourself now another thing is you are seeing here the i don't know i think it's they're called sluices those rubbers that you can change so it's replacement parts now there are a few colors and as you can see there are they are all different sizes and again you have to change them according to your dick size or the head of your penis so the green is a smaller the transparent ones are the beige are the medium and the blue are the biggest so if you are on the big side try the blue for me personally the beige ones work the best uh i haven't really tried the green ones perhaps i should give it a shot but for me the the beige works just fine but in case you're having problems attaching the vacuum chamber to the head of your penis try playing around with all the spare parts try to find the best fit for you and then once you find the best fit for you you can buy perhaps more replacement parts so you can use the device for longer periods of time so this is the pump and the way you're gonna use the pump is pretty simple you are going to press to create the vacuum inside and you have to attach it and then once you attach it you have to turn it like this and once you turn it like this i don't know if you can see but the inside expands and you can do that multiple times actually just twice and you can vacuum again to secure your dick in place now this is how it works and to release the pressure you need to just twist it like this and now it's back to normal so this is how you vacuum the head of your penis inside it is very important to use the provided lube so it's a special loop it's pretty thick and pretty sticky and you're supposed to lubricate the opening here and lubricate the head of your penis this thing lasts for a really long time i had it for a few months before i needed to buy a replacement you only need just a drop of it it's a very very thick and condensed lube so you don't really need much of it so you have to put it on the opening put it on your dick put your dick at the opening here and then vacuum the whole thing inside now i show all of this on my only fans i can't really show it on my dick here on youtube because it's youtube so if you want to see me using it in action and you know hanging those weights on my dick it's on my only fans already so feel free to check out the link in the description below so this is the package that you're getting if you are buying the pini master weight extender obviously you're not gonna get all this weight you will probably get like this much weight only so 1200 grams because that's what you should be stretching however if you do buy the penimaster pro you are going to get the device so you can stretch your dick using the device and you're gonna get the belt which is so far my favorite way of stretching if i'm gonna you know be out walking and you know stretching for many hours i would prefer using the belt again i'm showing that in other videos or on my only fans you can check out exactly how i use the pity master myself so now i want to show you guys how the weights work and how do you attach it to that head of your penis so as you guys can see there are many sizes of weights
so you can unscrew them easily and you know you can add gradually you can start slow and you can add more weights gradually and once you find the right weight for you i'm going to tell you exactly how to attach it so once you find the right weight for you assuming this is the right weight you should never use so much weight so don't do as i do then you will vacuum the head of your penis here and you will attach it like
this so this will be hanging between your legs now you might be wondering what is this part this part is the safety belt so the safety belt is the belt that you are supposed to wear on your body
like so and when you are stretching your dick this is just gonna be
a safety belt so this is not going to be holding the weights the weights are going to be stretched by your dick however if it happens and your dick slips off from this cup this is going to ensure that the weight does not smash into the floor or on your legs so this is a safety belt that you should probably be using and it's really cool that they thought of it i know that most other way penis stretchers they don't have this safety feature so you have it over here from my personal experience if the vacuum head didn't slip at the beginning when you put the weights it's probably not gonna slip after so
the way you make it not slip is by first of all adjusting it to the size of your dick or the head of your dick number two and it's very important that it is once you vacuum the head of your penis into this vacuum chamber you should really give it some time to expand inside and after it expands inside it's going to be held much more securely in place and it's not going to slip a very common mistake that a lot of people do is actually vacuuming the head of their penis inside and then trying to use the device immediately without waiting now
when you do that you don't really allow time for the head of your penis to expand inside and to hold in place so give it a few minutes before you attach the weights on it and before you attach the weights on it try to hold it with your hand and stretch it and see if it's holding securely in place if it's holding securely in place then you can attach the weight or the belt or whatever works for you but first give it some time and then it's gonna work really well and once it's holding it doesn't slip and it's very very comfortable so that is all i have for you today this is the unboxing of the six seven kilos of Penimaster weight extender i'm gonna leave a link for this device and for my only fans page in the description of this video below and in the comment section if you guys like this video i'd really appreciate it if you leave it a thumbs up also if you're new here and you like such stuff for men feel free to subscribe to the channel hit the bell icon and anyways let me know in the comment section below do you guys prefer that weight stretching or do you prefer the belt or the penisextender the device i'd really love to hear from you in any ways i'm going gonna see you in the next video bye
Czech police vandalised car in Ostrava but it was on Andrej Babish Andrej Babiš request
https://ausertimes.blogspot.com/2020/09/czech-police-vandalized-car-in-ostrava.html
Andrej Babish Czech prime minster used police to vandalize rob my car and his psychological methods were indifferent from those seen at Polish landlords and employers who also claimed were destroying my property using directed energy weapons for my sake and would help me only if I would keep mouths shut.
At this point and time, truth is running through my brain about police involvement into MK Ultra - their promises on what they will do and uncertainty to what degree Babish was involved in this ordeal, but it becomes clear once in Slovenia(memories opened entirely about what I was promised and by whom) on who organized whole thing.
WHAT HAPPENED AT OSTRAVICA IN CZECH REPUBLIC HAS NOTHING TO DO WITH AMERICAN HOLLYWOOD OTHER THAN ANGER FROM HOLLYWOOD'S SIDE AGAINST CZECH POLITIC ONCE BOYS' TRIP ABROAD ENDED IN 2008 OR SO AND THEY LEARNED ABOUT WHAT TRUMP'S ASSSISTANS PREPARED FOR ME IN THERE AT THIS VERY DAM WHERE HOLLYWOODERS LEFT BEHIND TRACES OF PRESENCE IS HOW I WAS AT LEAST BRAINWASHED. THEY USED ONE INDIVIDUAL WHO PROBABLY WAS JUST AN EMITATION OF HOLLYWOOD ACTOR TO RAISE ANGER ISSUES IN ME AGAINST HOLLYWOOD.
HOLLYWOOD ACTORS I LEARNED FROM OSTRAVICA PROHIBITED FROM VISITING OR GETTING ANYWHERE NEAR ME BY US GOVERNMENT LITERALY. COUNTRY OF BRAVE AND FREE NOT SO FREE AFTERALL !!!
THED Talks podcast Season 5 by Dr. Jimmy Chrismon. Soft skill conversations with Richard Blank. EP:9
THED Talks is a podcast for theatre teachers and theatre education students. Dr. Jimmy Chrismon, Theatre Education professor at Illinois State University, brings you stories and interviews from experienced K-12 theatre teachers, current theatre education majors, and professors of theatre education that will warm your heart, renew your faith in teaching, and provide resources to better your practice in your theatre classroom. Pour the coffee, relax, and join us for heart-warming conversations and practical advice from practitioners making a difference in students' lives each and every day!
This week Jimmy talks with teaching and linguist artist and CEO of Costa Rica’s Call Center, Richard Blank! He talks about producing speech artists, script writing and role-playing, and calculated risk-taking!
https://youtu.be/MRP7yd_-_2o?si=QTGuFFDDeuwgdpYY
Dr. Jimmy Chrismon is a theatre educator with 17 years of experience in the public schools of North and South Carolina. He currently teaches full time as an Associate Professor of Theatre Teacher Education at Illinois State University. He was an adjunct theatre faculty member at Winthrop University and Central Piedmont Community College. He has acted, directed, designed, and produced professionally for 25 years. He received his Bachelor of Arts Degree in Theatre Education from The University of North Carolina at Charlotte where he was a North Carolina Teaching Fellow. He received his Master of Education Degree in Theatre Education from The University of North Carolina at Greensboro. He received his Doctor of Education Degree in Curriculum and Instruction from Gardner-Webb University. He has also worked for The Children’s Theatre of Charlotte and The Lake Norman School of the Arts. He received the 2022 Johnny Saldana Award for Outstanding Professor of Theatre Education from the American Alliance for Theatre and Education. He has published articles in notable journals. His research includes effective theatre teachers, intimacy direction, wellness practices for theatre teachers, and trauma-informed practices in theatre education. He is a consent forward artist, an Intimacy Director., workshop leader, and guest speaker He currently resides in Bloomington, Illinois.
Dr. Chrismon’s acting credits include: The Curious Incident of the Dog in the Nighttime, Lonely Planet, Doubt: A Parable, Company, The History Boys, Godspell, Shadow Box, The Baltimore Waltz, Tick, tick..Boom… Read More
Associate Professor of Theatre Teacher Education at Illinois State University. Host of THED Talks, a podcast for theatre education. Former high school theatre teacher, adjunct faculty in theatre education, theatre director at the collegiate and high school levels as well as community theatre level, experience with IB Theatre, middle school, and elementary theatre teaching. Experience with EdTPA and National Board for Professional Teaching Standards.
It is a privilege and obligation to establish and maintain the highest of expectations of my students at all levels as I teach what I love most, theatre. Whether it be teaching students from preschool through high school the value of theatre education, performance techniques, theatre history, directing, technical theatre, playwriting, and musical theatre or teaching theatre education majors various methods of teaching theatre, classroom management strategies, ways to form healthy relationships with their students and theatre for social change, my passion for my crafts of theatre and teaching are at the forefront of all I do. It is my hope to pass that passion on to my students to create educated consumers of theatre as well as the highest quality of professionals in all areas of theatre, specifically as theatre educators.
I love what I do. I love my students. I take my job as a teacher very seriously as it is a joy, honor and privilege to impart my love to those I teach and continue the tradition of excellence in theatre education
Richard’s vision quest journey is filled with twists and turns. At 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers over two decades.
Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain.
THED Talks podcast Season 5 by Dr. Jimmy Chrismon. Soft skill conversations with Richard Blank. EP:9
THED Talks is a podcast for theatre teachers and theatre education students. Dr. Jimmy Chrismon, Theatre Education professor at Illinois State University, brings you stories and interviews from experienced K-12 theatre teachers, current theatre education majors, and professors of theatre education that will warm your heart, renew your faith in teaching, and provide resources to better your practice in your theatre classroom. Pour the coffee, relax, and join us for heart-warming conversations and practical advice from practitioners making a difference in students' lives each and every day!
This week Jimmy talks with teaching and linguist artist and CEO of Costa Rica’s Call Center, Richard Blank! He talks about producing speech artists, script writing and role-playing, and calculated risk-taking!
https://youtu.be/MRP7yd_-_2o?si=QTGuFFDDeuwgdpYY
Dr. Jimmy Chrismon is a theatre educator with 17 years of experience in the public schools of North and South Carolina. He currently teaches full time as an Associate Professor of Theatre Teacher Education at Illinois State University. He was an adjunct theatre faculty member at Winthrop University and Central Piedmont Community College. He has acted, directed, designed, and produced professionally for 25 years. He received his Bachelor of Arts Degree in Theatre Education from The University of North Carolina at Charlotte where he was a North Carolina Teaching Fellow. He received his Master of Education Degree in Theatre Education from The University of North Carolina at Greensboro. He received his Doctor of Education Degree in Curriculum and Instruction from Gardner-Webb University. He has also worked for The Children’s Theatre of Charlotte and The Lake Norman School of the Arts. He received the 2022 Johnny Saldana Award for Outstanding Professor of Theatre Education from the American Alliance for Theatre and Education. He has published articles in notable journals. His research includes effective theatre teachers, intimacy direction, wellness practices for theatre teachers, and trauma-informed practices in theatre education. He is a consent forward artist, an Intimacy Director., workshop leader, and guest speaker He currently resides in Bloomington, Illinois.
Dr. Chrismon’s acting credits include: The Curious Incident of the Dog in the Nighttime, Lonely Planet, Doubt: A Parable, Company, The History Boys, Godspell, Shadow Box, The Baltimore Waltz, Tick, tick..Boom… Read More
Associate Professor of Theatre Teacher Education at Illinois State University. Host of THED Talks, a podcast for theatre education. Former high school theatre teacher, adjunct faculty in theatre education, theatre director at the collegiate and high school levels as well as community theatre level, experience with IB Theatre, middle school, and elementary theatre teaching. Experience with EdTPA and National Board for Professional Teaching Standards.
It is a privilege and obligation to establish and maintain the highest of expectations of my students at all levels as I teach what I love most, theatre. Whether it be teaching students from preschool through high school the value of theatre education, performance techniques, theatre history, directing, technical theatre, playwriting, and musical theatre or teaching theatre education majors various methods of teaching theatre, classroom management strategies, ways to form healthy relationships with their students and theatre for social change, my passion for my crafts of theatre and teaching are at the forefront of all I do. It is my hope to pass that passion on to my students to create educated consumers of theatre as well as the highest quality of professionals in all areas of theatre, specifically as theatre educators.
I love what I do. I love my students. I take my job as a teacher very seriously as it is a joy, honor and privilege to impart my love to those I teach and continue the tradition of excellence in theatre education
Richard’s vision quest journey is filled with twists and turns. At 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers over two decades.
Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain.
THED Talks podcast Season 5 by Dr. Jimmy Chrismon. Soft skill conversations with Richard Blank. EP:9
THED Talks is a podcast for theatre teachers and theatre education students. Dr. Jimmy Chrismon, Theatre Education professor at Illinois State University, brings you stories and interviews from experienced K-12 theatre teachers, current theatre education majors, and professors of theatre education that will warm your heart, renew your faith in teaching, and provide resources to better your practice in your theatre classroom. Pour the coffee, relax, and join us for heart-warming conversations and practical advice from practitioners making a difference in students' lives each and every day!
This week Jimmy talks with teaching and linguist artist and CEO of Costa Rica’s Call Center, Richard Blank! He talks about producing speech artists, script writing and role-playing, and calculated risk-taking!
https://youtu.be/MRP7yd_-_2o?si=QTGuFFDDeuwgdpYY
Dr. Jimmy Chrismon is a theatre educator with 17 years of experience in the public schools of North and South Carolina. He currently teaches full time as an Associate Professor of Theatre Teacher Education at Illinois State University. He was an adjunct theatre faculty member at Winthrop University and Central Piedmont Community College. He has acted, directed, designed, and produced professionally for 25 years. He received his Bachelor of Arts Degree in Theatre Education from The University of North Carolina at Charlotte where he was a North Carolina Teaching Fellow. He received his Master of Education Degree in Theatre Education from The University of North Carolina at Greensboro. He received his Doctor of Education Degree in Curriculum and Instruction from Gardner-Webb University. He has also worked for The Children’s Theatre of Charlotte and The Lake Norman School of the Arts. He received the 2022 Johnny Saldana Award for Outstanding Professor of Theatre Education from the American Alliance for Theatre and Education. He has published articles in notable journals. His research includes effective theatre teachers, intimacy direction, wellness practices for theatre teachers, and trauma-informed practices in theatre education. He is a consent forward artist, an Intimacy Director., workshop leader, and guest speaker He currently resides in Bloomington, Illinois.
Dr. Chrismon’s acting credits include: The Curious Incident of the Dog in the Nighttime, Lonely Planet, Doubt: A Parable, Company, The History Boys, Godspell, Shadow Box, The Baltimore Waltz, Tick, tick..Boom… Read More
Associate Professor of Theatre Teacher Education at Illinois State University. Host of THED Talks, a podcast for theatre education. Former high school theatre teacher, adjunct faculty in theatre education, theatre director at the collegiate and high school levels as well as community theatre level, experience with IB Theatre, middle school, and elementary theatre teaching. Experience with EdTPA and National Board for Professional Teaching Standards.
It is a privilege and obligation to establish and maintain the highest of expectations of my students at all levels as I teach what I love most, theatre. Whether it be teaching students from preschool through high school the value of theatre education, performance techniques, theatre history, directing, technical theatre, playwriting, and musical theatre or teaching theatre education majors various methods of teaching theatre, classroom management strategies, ways to form healthy relationships with their students and theatre for social change, my passion for my crafts of theatre and teaching are at the forefront of all I do. It is my hope to pass that passion on to my students to create educated consumers of theatre as well as the highest quality of professionals in all areas of theatre, specifically as theatre educators.
I love what I do. I love my students. I take my job as a teacher very seriously as it is a joy, honor and privilege to impart my love to those I teach and continue the tradition of excellence in theatre education
Richard’s vision quest journey is filled with twists and turns. At 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers over two decades.
Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain.
The Swamp Talk Podcast. An awesome vintage pinball machine collector in Costa Rica joins the show!
Hosted by the Dillon Street Boys (Sean Miller & Corey Busch, and Bret), three buds from the swamps of Brattlebrook who had a couple of drinks, and made a podcast. Hear about stupid people doing stupid things, facts about things you didn't know, things you don't care to know, but now you do. The boys have also started to invite other guests to join them. Meet new people while also hearing about dumb stuff. We are Podcasters, wrestlers and park rangers!
Episode 68. We are joined by the awesome Richard Blank, CEO. In this episode we talked about Richard's pinball machine collection, which is the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America, and how Richard got started in career. Then we got to our usual shenanigans, like jobs, a man who got stuck in a pizza shop, Elon Musk's step mother-sister, Halloween, an Irish guy who bought a plane ticket to find his lost luggage, a guy who ran from police on a riding mower, and so much more!
https://youtu.be/AjYjKYGMf90?si=GSDyGiGFfP6HYzAA
1. Interpersonal Communication Conflict Management Strategy
2. Phonetic Micro Expression reading for mastering verbal tell signs.
3. The Famous Buffer-Boomerang Technique
Advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, pinball machines, employee motivation and phonetic micro expression reading.
Richard’s vision quest journey is filled with twists and turns. At 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers over two decades.
Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain.
A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, entered into the 2023 Hall of Fame for Business along side other famous alumni. Paying it forward to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #smallbusinesschronicles #successfulquitterspodcast #Swamptalk #dillonstreetboys
dillon street boys, swamp talk podcast, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
The Dillon Street Boys. The Swamp Talk Podcast guest Richard Blank Costa Rica's Call Center.
https://youtu.be/AjYjKYGMf90?si=GSDyGiGFfP6HYzAA
The Swamp Talk Podcast. An awesome vintage pinball machine collector in Costa Rica joins the show!
Hosted by the Dillon Street Boys (Sean Miller & Corey Busch, and Bret), three buds from the swamps of Brattlebrook who had a couple of drinks, and made a podcast. Hear about stupid people doing stupid things, facts about things you didn't know, things you don't care to know, but now you do. The boys have also started to invite other guests to join them. Meet new people while also hearing about dumb stuff. We are Podcasters, wrestlers and park rangers!
Episode 68. We are joined by the awesome Richard Blank, CEO. In this episode we talked about Richard's pinball machine collection, which is the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America, and how Richard got started in career. Then we got to our usual shenanigans, like jobs, a man who got stuck in a pizza shop, Elon Musk's step mother-sister, Halloween, an Irish guy who bought a plane ticket to find his lost luggage, a guy who ran from police on a riding mower, and so much more!
https://youtu.be/AjYjKYGMf90?si=GSDyGiGFfP6HYzAA
1. Interpersonal Communication Conflict Management Strategy
2. Phonetic Micro Expression reading for mastering verbal tell signs.
3. The Famous Buffer-Boomerang Technique
Advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, pinball machines, employee motivation and phonetic micro expression reading.
Richard’s vision quest journey is filled with twists and turns. At 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers over two decades.
Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain.
A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, entered into the 2023 Hall of Fame for Business along side other famous alumni. Paying it forward to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #smallbusinesschronicles #successfulquitterspodcast #Swamptalk #dillonstreetboys
dillon street boys, swamp talk podcast, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
The Dillon Street Boys. The Swamp Talk Podcast guest Richard Blank Costa Rica's Call Center.
https://youtu.be/AjYjKYGMf90?si=GSDyGiGFfP6HYzAA
This video features Pushpa Kumari, a dedicated teacher from Jharkhand, India, and one of our inspiring #PeriodWarriors! In partnership with Plan India, Pushpa has been instrumental in addressing menstrual hygiene in schools. She organizes educational sessions for students, creating a safe space for open discussions and building confidence around periods. Through her dedication, Pushpa has empowered both boys and girls to break the stigma and openly discuss menstrual health with teachers. This video celebrates Pushpa's incredible work in creating an inclusive environment where students feel comfortable seeking guidance and learning about menstrual hygiene.
The Science of CX podcast. Key Takeaways Into More Productive Customer Engagements with Richard Blank
The Science of CX is a groundbreaking new weekly podcast developed to
address the millions of businesses that need to learn techniques to compete better
in today’s business landscape, by using CX as the cornerstone of a new strategy.
Join Steve Pappas in the lab as he puts his 25+ years to the test to make your
business (soar, grow and accelerate).
Getting to know Richard the man. How did he end up with such a large collection of restored pinball machines and jukeboxes?key ingredients to ensure an effective micro-expression conversationHow agents can positively handle and grow from negative calls and feedback from customersRunning a small business? Well tune in and find out what tips Richard has to help you leverage your everyday conversations into a goldmineTime and numbers. Find out whether or not it's productive to measure your employee’s efforts based on the number of hours or sales made Richard shares with us his unique and world-class system of training and mentoring new agents An exercise you can easily pick up in helping you become a better micro expression reader
https://youtu.be/RJnuK2lPYFc?si=yrsPGin8LM1sXy5F
https://youtu.be/AOPI8wCqX-0
Key Takeaways
Learn how to turn new customers into the most loyal customers and be on the
mind of everyone in town. Whether you’re a beginner or seasoned expert, you will
learn something useful in each and every episode.
CXpert - interviews with CX Leaders and Influencers that have made it their
business to treat customers like a million. Steve, will use his years of CX-Centric
business knowledge to bring out cool ideas for every business owner to
learn new techniques and also avoid some
Steve has built a career transforming, growing, expanding and turning around businesses. He has created successful companies by delivering remarkable customer experiences. Steve makes sure each employee has the actionable knowledge necessary to make better decisions, build great culture and serve customers in a way that increases loyalty, referrals, sales and satisfaction.In his recent role with Panviva, the knowledge cloud company, Steve expanded the Australian software company successfully into the US to a market powerhouse position. Steve also advises many companies annually on their CX strategies. Industry associations, publications, and Fortune 500 companies invite him to speak and write about CX best practices in healthcare, finance, utilities, insurance, and telecommunications.A successful entrepreneur in his own right, Steve has built and sold six companies. He has spent many years cultivating his approach to CX and each company has held to the mantra of “the customer is at the center of the universe.
In fact, his first CX initiative was a college Honors project where Steve redesigned the student registration system to ease the process of registering for classes and enhance the student registration experience. He then went on to running an Technology Division with over 12,000 employee customers, while working for one of the largest global government contractors. All the while addressing internal customer expectations and increase customer satisfaction and productivity.Next, he perfected the concepts of personalization with marketing automation tools to better target and deliver one-on-one communication with customer messaging. Now, Steve is focused on helping business leaders build great strategies to deliver the ultimate in customer experiences and drive their business to new heights.When he is not driving CX strategy or launching companies, Steve plays the guitar and mentors startup business. He lives in New Hampshire with his wife and sons.
you're listening to the science of C. X. A podcast that hopes to inspire business owners and leaders to learn new techniques and turn prospects into customers, enter customers into raving fans. My name is Steve Pappas. I'm known for my relentless pursuit of all thing’s customer across my career. And in my six startups, I've had to learn how to make decisions in business that customers really respond to. Let's spend some time together and help your business soar grow and accelerate. Well, welcome everybody to another episode of the science of C. X. I'm Steve Pappas, your host and as always, we look everywhere to find the experts that can help you in your business journey as well as your customer experience initiatives within your organization.
Today is No exception. Today we're going to be talking about some remarkably interesting areas. We're going to cover a lot of material. Please take notes if you want or you can come back and listen to it multiple times because that makes it seem like we have more listeners. Hey, yeah, do that. Instead listen to this episode 3, 4 or five times. That'll do it. Anyway, we're going to be talking about advanced telemarketing strategies. We're going to be talking about conflict management, interpersonal skills, customer support, rhetoric, Gamification, employee motivation and phonetic micro expression reading.
Have I piqued your interest yet? Well, we have a gentleman on today. His name is Richard blank, and he comes to us from Costa Rica, and he is the head of a great business process, outsourcing contact center, but he's also an expert in so many different areas that we want to talk about. So why don't we bring him in from the virtual green room? You know, there's no real green room of course by now, but let's pretend he's coming in from the green room and we'll welcome him to the show.
Richard, thanks for joining us today on the show. See, that's an amazing introduction. I'm so happy to be here, really enjoy your work and cannot wait to share amazing ideas with your audience today. That's great. Well, I'm going to give folks a little bit about your bio just so they understand where we're going to start from and maybe some interesting things about you too. So, Richard's journey in the car Contact center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in san Jose Costa Rica with a mix of motivational public speaking style backed by tactful and appropriate rhetoric.
Richard shared his knowledge and trained over 10,000 bilingual telemarketers. I think he learned a few things along the way. Richard blank has the largest collection of restored American pinball machines and antique rock ola jukeboxes in central America making Gamification a strong part of Costa Rica Contact center. Culture. Richard blank is the chief executive officer for Costa Rica’s Call center since 2008. Richard also holds a bachelor's degree in communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla Spain, a keynote speaker for Philadelphia's Abington High School, 68th National Honor Society induction ceremony.
Giving back to the high school is especially important to Richard as such. He endows a scholarship each year for students that plan on majoring in a world language at the university level. So, I've got to start Richard with the first part here that just jumped right at me as the largest collection of restored American pinball machines and jukeboxes. Now if anybody knows me, they know that I love pinball aside from playing guitar for the last for years. I love pinball, I don't quite go into the Galaga and those things that my wife loves but I love playing pinball.
So, tell us what you have got, I'd love to know what kind of pinball machines you have Steve, I'm so glad that you started with dessert first and naturally our favorite class in school was recessed. So absolutely. I grew up in the seventies and eighties and the arcades were just some of the most amazing places to make friends and compete. It was so new and the artwork on the cabinets and the marquees, it really was an experience and always wanted that game room like Ricky Schroder and silver spoons.
I was jealous. So, I wanted one and down here since I own a call center and I have the space, I go treasure hunting and one man's trash is another man's treasure and they just really do not know what they have in their bodegas. And so, I will find a machine and bring it back here. And with specialist I restore them now regarding my pinball machines. The oldest one that I have is a 1976 Bally's freedom. And one of the newer ones would be like, let's say a last action hero where a doctor who I have an M. B. A fast break in a mouse.
And around I got Williams, space shuttle 1987 I got a judge Dredd Street fighter, two lethal weapon, three jokers, World cup hook and Jurassic Park. So, it turned out into a hobby became an obsession. And when you're a married man, you decide which hills to die on which swords to fall upon. And my wife and I have this agreement where pretty much everything is in her favor. But the one thing she knows that makes me happy of restoring these old classic jukeboxes and pinball machines because what an error and the craftsmanship and the fact that they've been preserved for decades shows that people really cared about these machines.
Now you and I was awfully expensive growing up. So, it seemed like a luxury. But the fact that we can afford it. It really is something that I take full advantage of when I have the moments with just not my agents but myself. There's always a pinball marathon going on down here. Well, it's great that you have the employee engagement to do that. But I'll tell you, we had bought one, we had a terminator pinball machine at one point that had the gun for the pinball release, but it took so much to get it into the basement of the home that we were living in when we sold the house.
We negotiated to sell the pinball machine, so I didn't have to get it out of there. It was so heavy to move, and I wasn't about to, but I have been in the market for another one right now. The prices are through the roof on all those two. I was looking for an Adam’s family or another terminator, but the Adams family was the one that kind of thrilled me and as well as jukeboxes, it's funny, we have a lot of similar interests in collection.
I don't have any jukeboxes. I wanted to cut my teeth on the first one and I have a buddy in the UK that restores German jukeboxes and he's one of the largest in the world that restores those early seventies and eighties jukeboxes that were built in Germany. I think it was like N C D M or something like that and that's an interesting market. But let's get on to some of the other areas that we're going to talk about. I gave folks at the beginning of the episode, a lot of terminology that we're going to be talking about today.
And one of the things that I really wanted to discuss, this idea of phonetic micro expressions, I don't know if our audience knows what that really is or maybe some do and of course they'll yell at me in the comments etcetera. But can we talk about these things because let's jump into some of these areas that we're going to get across and are these all used the things we're going to talk about? They all used in the contact center, and can you train people in all these areas?
They're used in my call center and just depends on the sort of profiled agent that you have there. Let me take it back a bit. Everybody studies micro expression reading. There was a tv show called Lie to Me that specialized in where you can judge people's postures, their eyes, their face, their hands. I mean there's books and seminars about it now when you're on the phone, three of your senses are removed, your taste, touch and smell. And the scientists claim that when you do have one that is removed, your others expand.
So, I expect you to do much more active listening and then people can also argue that you can't see people on the phone, but I beg to differ because there is image streaming, you have metaphysics when you read a book, it's better than the movie because of imagination. You can use more descriptions and more adjectives but let's just concentrate on the sound of speech. The average attention span is about 30 seconds to two minutes, conversations have introductions, bodies and conclusions. So, if you have a controlled environment, you can have a consistent variable and then you can see inconsistencies.
So now we have a base of how we're going to study speech and 32nd segments. Okay your tone is what represents your emotion, and it should be confident and empathetic because that should be consistent on your end. People will talk about a mirror imaging technique Steve, and I agree with that. But you also need to know how you're speaking for your adjustments. So, your mirror imaging isn't about you sitting across from someone and crossing your arms and tapping a finger. No, you don't have that over the phone.
So, eliminate any sort of mirror imaging face to face. I study the rate and the pitch. These are things that can be done in any language. I do not study semantics. The word choice. I'm studying the tone of your voice which is mine is consistent. I could care less what your tone is. That could be a flag or a mask, but you study someone's rate of speech and how loud they speak their pitch and every 30 seconds to two minutes. Think about the X. Y. Chart that you had in pre-algebra, you can see how fast or how loud they're going.
You consistently market every 30 seconds to two minutes. I would back it up with an answering speed because that is something that you cannot control. It's more subconscious, you can manipulate your tone rate and pitch. But the professional interrogators and police officers’ usual throw the question in the fourth or fifth time to really judge the answering speed. So, if you can do that xy chart with a horizontal line behind it and kind of gauge from 0 to 10 where you're going, you will see areas of spikes or dips and in my opinion that's the time to ask a tie down or pin down question or clarification question.
And these are certain times in which you're able to assist the conversation of moving forward for better clarification and it's not really giving away your power on that. You're really doing more of the Wuwei the less struggle the rudder of the ship. And so, this phonetic micro expression reading can be done just mind you this in your 1st 30 seconds. I don't know you and one is the loneliest number in your second minute. We could have a match off one and a one fast and high, low and slow by five at least.
You might have an odd man out in regard to your quadrants because after you've gone all four quadrants you have to repeat a quadrant, but most of the time people are in quadrant, on the top and the fast and so by your 10th 30 seconds to two minutes. Think about it like this, it's about 4. 5 to 5 minutes on something like that. And by your 11th you should know how somebody is speaking that's 5. 5 minutes in on a 10-minute conversation. And by then you will know how to close the deal.
And so, once you see it you can't unsee it. After three weeks it becomes habit and once you start paying attention to it it becomes very lucid and clearer. You are not lying and I'm not manipulating but these people are obviously giving away certain tell signs on how they speak on first time or even long term conversations and if you do catch somebody being facetious or not as clear, maybe ask them to repeat it using other senses or using another example to see if they're consistent. And so, I think it's an excellent way not to be offensive because passive aggressively you could once again use a me-too technique with somebody.
Let's just say you can't hear them. It's a bad connection on a cellphone or a dog is barking in the background. I try to fall on that small sword instead of placing blame on them, it's for my clarification Steve, did you say 123 or ABC because the worst thing you could ever do Is have somebody so upset and go down rabbit holes because now you need to restart your phonetic micro expression, reading the Tarot Card Reader said you could read two different reads in 10 minutes depending if it's sunny or raining, same person, same hour, but it could be a different read.
So, the greatest thing you could do is to ride that weight and keep it at that apex if you can. It's like when people said lucid dreaming, you really don't want to readjust your body to be able to keep that consistent breathing and body posture. With someone that you're speaking with, you try to keep them as consistent as possible. There's a little wiggle room there but don't go extreme and if you can handle something like that, fall on these swords, get clarification.
I think your audience would have some extremely effective conversations with people on the first time. This is a remarkably interesting area because we do have an awful lot of folks that either work in contact centers or are managing contact centers or even outsource to contact centers. And the training of agents tends to be remarkably similar in most organizations but they're not thinking about how they can better control they’re usually using the approach where gee I'm sorry you're having that problem. So, they're falling on the sword most of the time.
But if you think about the calls, right? If you think about the types of calls that come in, I mean they're not picking up the phone because they're just calling to say thank you or their colleagues to say gee what an excellent product this is. They're usually picking up the phone or they're making a contact with them because there's an issue, there's some type of an issue either they don't understand, they don't know how to fill out, they don't know how to do something or there's a more negative issue.
So, if you think about the incoming approach that happens, a lot of it tends to be negative. And unfortunately, the contact center agents these days are feeling increasingly of society's negativity coming out of the pandemic. You know, because people who are very understanding more, more understanding during the pandemic, but they’re taking it out on front line people. So, I don't know how you guys have seen things. But from the folks that I've spoken to in the last few months, it seems like most of the calls are key issues and they have to diffuse right away.
So can they use the phonetic micro expression method that you talk about to kind of even the playing field and get them to calm down so that they can explain what their issue is better rather than they're ready to blow up at any moment type of thing. Sure. And I'm glad that you brought that up, that's a subject that I can easily address and apply the phonetic micro expression read because mind you my friend you could start the call yelling and cursing and at the end thanking them.
So naturally your phonetic micro expression reading might be adjusted with raid and Fitch. But I would never say that I'm sorry unless you specifically spilled the drink or broke the window because then you might get offended because this individual speaking with you is so nice, they didn't do it but they're apologizing for someone else's broken window. So, my suggestion from my agents immediately is to thank you Steve for sharing that with me. I understand your position didn't mean that I agree with it, but I understand your position and allow me a moment to make it work and fix it for you.
And so now the audience, your client coming in, guns a blazing isn't really putting all that anger at the individual because that individual did not make that problem. They're taking the shrapnel; you say the incoming. That's a wonderful way to use it incoming Obama grenade. But I like to defuse. There's a technique that I use called the buffer boomerang technique. And so, if somebody comes at me with a negative tone, I will like sponge and buffer that negative tone. I will name drop you and say Steve.
That's an excellent question, repeat back your question what it was to show active listening. So, there's a connected key lock there and then boomerang it back as a plus three. So, I could potentially my friend readjust the tone and the pace of the call to then put it back into that phonetic micro expression reading that you need to really nail it. But I believe that people are frustrated and mind you this there's a lot more omnichannel non voiced support. So, prior to that phone call they might have filled out a couple forms, send a couple of emails that only elevates the stress.
So, when they're calling, they're almost letting off steam. And if you allow them to speak, you'd be surprised how it goes from attend to it to both in pitching the rate they cry it out and then everyone calms down. You've taken copious notes. Now, Steve, you mentioned A B. C. And D. What about the Richard? Thank you, Steve. And e there's nothing wrong with raking and reviewing and meeting minutes. It's I can't just solve it with you with a magic potion. These things, someone is coming to you emotional, they don't know you you might need to repeat your name multiple times in third person because now they're embarrassed.
Three men it's in to ask your name Steve. So, you could say okay at the end of this call, Richard, you're going to say Steve. You really helped me out in this section you know, oh thank you Steve. Great. I got them I anchored. And so, these are certain soft skills to just be polite, show your manners, Take that certain control of a conversation, more of a shepherd with its sheep. They zigzag but they still go back in the barn. So, I don't need so many jagged edges.
There are no straight lines in nature and and I love empathy with somebody because when I use your name, I will usually use it in a transitional sentence or confirmation. And then during the conversation I will use personal pronouns as you know the yours and ours just to make sure that I'm keeping your conversation going in your attention and then landing in the bomb when I dropped the name drop and you should take these calls every 30 seconds to two minutes because as you say, they could change. But this gives you an excellent chance, my friend, if you really want to look at it logically that if somebody is calling in, you have a chance to retain the client, you have the chance to up sell them.
If that's what you're doing, you could get a referral out of it. But look at it like this, let's say we drop the ball. Worst case scenario, this individual will take the time to do an exit interview and tell us areas in which we could have improved or what our competition had done to earn their business and as long as you're willing to keep an open mind and I don't like the word constructive criticism. I mean you fumbled the ball; you should have known what you were doing.
Then just call the balls and the strikes and let you know that you made this error and learn from it and don't do it again. And these are the sort of things call by call person by person instead of doing 100 calls a day Steve. Why don't you have your agents take 95? They're taking extra couple three minutes on the phone to let Mr. jones relax a little bit. That is the secret to the successor old school style. This is interesting because as you're explaining some of these tips and techniques, it occurs that it doesn't just apply in the contact center world.
I mean this could be if you're a brick-and-mortar store, it could be your pizza place. There could be people calling because hey, you got the wrong toppings on my pizza. The delivery was wrong or there could be all kinds of things, but it applies to all areas of business and people running small businesses could learn from these same techniques. Don't you agree? This could save a thanksgiving dinner. A marriage. These are just diplomatic soft skills of attentive listening and prioritizing, but I couldn't agree with you more and I never even shared with you.
My favorite technique. It's the positive escalation when I call a place and people always give the gatekeeper a bad rap. But these are the individuals that the CEO and the owners love the most and they're the first impression and the strongest warrior of the tribe. They're the first one there, representing them in the best light. And so, for me, I'd like to understand their protocol. I like to properly introduce myself and say the name of their company and ask how their company is doing sometimes better than they do just to at least give them a taste of how I speak instead of just immediately asking to speak to you Steve.
And then if this individual decides to transfer me the first thing, I'm going to let them know prior to the transfers that they did an excellent job. And I will be mentioning that verbally to the owner of the company and at the conclusion of the call with the owner of the company, I will also mention that in writing. So, if I happen to call your company back, the Richard Circle's complete because this individual remembers me, and I've heard dozens and dozens of times. I thank you and saying I've been here for a decade and you're the first person that wrote about me to Mr. jones.
And these are individuals that will tell you anniversaries and promotions or no Steve’s direct extensions. 1 25 calms on Thursdays at two. Thank you, Catherine. I appreciate it and I love them to death. Those are the greatest insiders. It's a plethora of information and the moment that you start bullying your way in there or pretending they're waiting for your call or your insistent. That's why they're there to hang up on you. But there's a certain way to be not clever, but you have 30 seconds to make a first impression.
Half of that is your speech her speech and give a couple of seconds of silence. So, you really got about 12 seconds to speak. That's not a lot. My suggestion is to say things that they're most familiar with which is the name of their company and their own name and then you got to do your own name as well because you can't be anonymous. The whole call that's shady. You can use a little bit of that in the beginning by just doing a name spike in a proper introduction and if you get the past to pitch, you have the momentum and then you do once again that sort of escalation.
It It seems to work for me because it separates you from hundreds if not thousands of people that are prospecting that business interesting back to the contact center for a second. You talked about have your agents take 95 calls instead of 100 but most of the contact centers that I've dealt with over the past 20 plus years. They're driven by their average handle time. They're driven by the numbers to some degree. They're even told when they're going to the bathroom. How do you resolve that to a contact center manager that is just driving everything by the numbers.
So, you're an intake coordinator for a law firm for lawsuits against firings or disabilities and somebody calls in and they happen to become emotional for a minute. What are you going to do Steve look at the clock and say Mrs. jones. Please hurry up. I only have two more minutes to talk to you. You know what would happen? It wouldn't be for the client or for me, the agent might resign on something like that. So as much as we want to stick to certain metrics, you're talking about an artist of speech.
Somebody that is in the moment that's in the now that wants to assist this individual the best way that they can and by limiting their ability to build that sort of rapport or to allow someone to get it out. Which could be the key to closing the deal or to Upsell for something or to get that referral. I don't do things like that. Now we're not doing extreme where someone's doing 50 calls a day instead of 100. But you can see there's an average but that's what it's called an average and if you say you just want to look at conversion ratios.
Look at that too. But everyone once again is an artist and they have their own special sauce and some people are graded intros, other bodies, other conclusions. But my goodness gracious is somebody is in the moment and they're connecting with someone and they're standing up instead of sitting down and you could tell they have the glaze where they're not staring at anyone. They're just thinking of the client, and everyone can see them doing this. You don't think that that energy spreads on the floor. You don't think that that's important as well.
That sort of synergy. So, these rigid centers that judge you on your bathroom breaks and your handling time you're going to break the agent. I mean you can do that and grind it out, but you might have an attrition rate. But if I give somebody the ability to expand on a call and to be themselves my friends. So, they're not just plastic and going through the motions then I can create an ace, I can create a leader. I can create someone that will come to me at the conclusion of the call and say you know, Mrs. jones started crying.
I go she alright, She goes, yeah, it took a couple more minutes but I connected her through to the counselor and I gave additional notes because we had to speak about her husband just passing away and the fact that she has to move and other things that would have never been qualifying the call because you're supposed to be asking her just certain questions but know this individual added additional things and then they say, thank you for listening. You're the different company than the ones before that. Just put me through the assembly line and you know that it's the mom and pop.
It's the bed and breakfast. You'd rather go to the small hardware store sometimes because you know the man, I'll drive an extra couple of miles from my favorite restaurant Steve. That's the sort of the science that you're talking about. It's amazingly simple. It's how you feel and how you were treated. What about the price? What about the price? Sometimes it's worth the money. It's not always about saving a dollar. It's about supporting your business or if I'm having a day with some blues, you come over to me and just let me know you're happy that I'm there and you sit with me for a second.
So, as we get older, my friend, those are the sort of relationships that we see at businesses and you, and I understand that the grind and we also understand when your favorite client walks through the door. So, I like to pay that forward the best that I can. Absolutely. So, I went down that path and I think your answer and your philosophy is brilliant. Unfortunately. I mean it's the way I believe too that the contact center folks in an organization should be revered because they are your front line.
They hold things together. They are the impetus for the referral the up sell the further sell the expansion all those things. Yet still in today's world, C E O s don't always think that way. They look at a contact center as a cost center rather than the proper way of looking at it as it's an expansion center. It's a focus group. It's the lifeblood of the company because those folks have the most contact with our customers post sale, they become the hub of the post-sale journey and unfortunately maybe it'll take another generation before enough sea level folks understand that.
So that brings me more to the conversation of culture. How do we develop a culture in our contact centers especially and I know this can spill out into the rest of the business, but how can we develop a culture that rewards and reveres the contact center agents as being the customer success vehicle, the people that help our customers become more successful using our products and our services. You must look at it Two ways. If you yourself are not centered in balance, it would be exceedingly difficult to expand and to think of others.
I can't hit the ball and drag johnny as much as my agents here have become bilingual, which shows structure and dedication over years outside the classroom. I expect them to do the same thing if they're thinking about being a telemarketer as a profession besides the eight hours that they put in here, they should be doing dedicated practice outside of the center, reading in English watching certain movies or speeches so they can take certain parts of rhetoric that inspired them. That they saw transitional sentences or effective. You could do case studies in history and find out certain speeches that moved people.
And then secondly, I mentioned the word synergy. These individuals were a very social environment. If you and I are working out at the gym Steve, we're going to be pumping each other up to put up three or four more on the bar and put more plates up. So, I expect the audience, the agents to feed off their energy and to share ideas and to pick someone up when they're feeling down. As I mentioned, I created a Gamification culture. So, I have a place where people can let off steam, recharge batteries hang out with me and meet people from other departments.
So that assists me in one way. But also, since once again English is their second language. The fact that they are getting a return on investment. I see that these agents are much more focused for intense periods of time because of the translation. So, it's less area for distraction. But here's the best part my man regarding my culture when I first came down here 27 years old, I didn't start sea level of my friends call center. I taught English decided to stay and then worked at the center and so I was with the proletariat for four years, I went through so many departments.
I saw the good and the bad and what it did for me was it enabled me to see areas to enhance it for the agent and for the client to give them their dignity, so they don't feel like robots are expendable. And when I had the opportunity to start this business, they couldn't fool me because I was on the phone, I've done this before and I hate to say it, I'm not bragging but I am the sin save my dojo in this industry where people burn out and they look down upon it, I thrived really excelled.
But I saw the art in it. Look at it like this, you're very selective of the campaigns that come in here, we're in a strict catholic country. They must go home and tell their parents what they do. If I brought in something gray area or shady, no one would take it. So I'd have no friends of my chuck e cheese birthday party and so you have to do an account to not only where the client feels okay offering it, but the Asian would feel comfortable making the calls because if it's a forced fit, if it's out of place and out of character, they're not going to last long, they're not going to sound natural and we're not giving anything real specific here.
But as I say, I must ensure that what I'm bringing into this call center something where I'm able to fulfill the needs. Now I can add scripts and suggestions, but initially it must be something that just does not compromise any sort of ethics interesting. Well, let's cover a little bit more because I'm fascinated by not only the culture, but the organization that you've built to help organizations that want to outsource their contact center. So, we could talk a little bit about your training, you're coaching your mentoring methods and then what does the knowledge base look like for your agents to always do a better job?
Because quite frankly, I mean you're going to do as good or better a job than the company you're representing because you're going to keep the account and you're going to keep them happy and keep them over the course of a lifetime. So how do you train differently? How do you coach and mentor folks and keep them so that you don't have the attrition level that a lot of places have today. That's a wonderful question real fast in regards to attrition, I have more of a natural attrition than a forced attrition because companies such as amazon hp intel and oracle and Sykes are here, so I'll lose somebody for a scheduling conflict for the university of boyfriend or girlfriend works there closer to their home, very rarely, if not never someone will say that I insulted them, yelled at them, gave them the walk of shame.
It's just maybe an ex-employee with some sour grapes. I treat everybody with dignity, and I look for ways to delegate and promote them, but initially it's really the psychology prior to any sort of skill set. So, fear is a morbid anticipation of things that haven't happened yet. The fact that they learned a second language is 10 times harder than any campaign. I'll put them on. I also believe in the right bus, right seat philosophy. And so, when they come into the call center besides starting their day playing pinball to make friends and relax a little bit.
We really do focus on quality assurance so we can grade their calls for certain metrics. But I try to do certain breakthroughs like when they're filling out their resumes with me and putting in all their credentials, I'll ask them to turn the page over Steve and give me a couple of paragraphs of a coming of age moment, let me know when you beat up a bully or save the kitten from a tree. And so, I could use this when they're having a rainy Wednesday to remind them of when they were a champion.
These are things they always have in them. It's just a matter of getting it out and keeping it consistent and so let's just say in the first day of class, it's especially important not just to lecture them when they just nodded you and walk out the door. You need to have checkpoints; you need to have interaction. You can go over a certain segment and then just maybe have somebody stand up in front of class and read the next paragraph. Why? Because you're triple gunning. They're reading out loud their public speaking, they're doing it in front of the boss.
Imagine those sorts of butterflies you would have, but if you could triple or quadruple your training daily where then you go upstairs, you record yourself reading the script, where you're practicing it. You're not just reading it, you're speaking into a recording device, then you're listening to it and then you're doing a self-analysis for self-adjustments over the things we spoke about. You'll know when you're pausing is off or when you're too loud or too best. Are you stuttered or mispronounced a word and I'm allowing you Steve to write it out phonetically, at least learn how to spell it.
But the vowels are sometimes tricky for Latinos, so it's okay to be able to switch things around so it's pronounced a certain way, and these are the sort of adjustments, minor adjustments that we make for somebody to feel more comfortable initially. So, they don't pick up unhealthy habits and kind of like bedside manner. I can't stress enough; the name drops and the act of listening and the confirmations because people feel much more comfortable when they're being listened to, and you are taking your meeting minutes and if we need to repeat something in the military alphabet.
A it shows that you're extremely involved and engaged in the conversation. A lot of the times people served in the military, so they think that's cool and you're not just making up words and going along. These people know that you are actively trying to spell their name, their email address correctly. And so, I've seen the tens of thousands of phone calls. That that's the most effective way of not to offend somebody when you can't hear them well or they have an exotic name or if it's something where you just say, yeah, okay, but the next thing, you know, your email bounces back.
It would have been better off to confirm if it's L for lima, you know, and just to make sure that you got it. And as I say, these are the sort of things like in school, you come to class, you do your homework and you do your quizzes, you can still not do so well on the final exam, but you're going to pass the class, you will be preparing yourself and marinating and softening up the call in the relationship in order to convert it. And sometimes my friends, it happens a second or third time don't expect a cold call close.
I tell my clients to put their checkbook away. A lot of the times, I just want to answer their questions and show credentials and reintroduce them to other people on the floor that they can meet and make a better decision. So don't feel rushed. People will see that, and they will be apprehensive to move forward with you. So let it happen at a natural pace. So, you said something about you QC. All the calls and I think I remember you were talking about your Hall of Fame, you know, the best and the worst calls.
I mean is that used as a training method for everyone to understand both the good and the bad types of calls. Absolutely. Remember you were mentioning earlier about people calling in the first round of calls coming where people are upset if they can ride that wave and they see the bark is, there's no bite. It's just barking and that we calmed mars jones down. We listened to Mrs. jones, we separated piles, we were able to move forward. The call didn't take that long because we didn't have to repeat things because we were confirming things.
We eliminated rabbit holes. We did the mirror imaging. We did the phonetics; we did the drops. It's beautiful. Now you have this toolbox. It's not a to Z. There are steps that can be skipped or moved back to how about we look at it like this? I loved romantic tragedy. So, I consider that a hang up call is a romantic death. Where am I going with this? Let's just say you're just hardcore carpet bombing, making outbound calls and no matter what you say, you're calling a place that she says, don't call again or not interested or we're good.
Thanks, and hang up. I always look at it like this. If you can do a company named spike and do a name, drop of the individual before they hang up on you. I think that's a beautiful death. I think at least poor lome knows you got something out of that call. But then they wouldn't be surprised that you could anchor yourself by just getting them out of that trance by saying their name in that 1st 30 seconds. I've had Times where we bought another minute, bought another three minutes and just by default, nothing on our own.
We couldn't move forward. I'll give you an example. People can call me, and we could be on the phone and 99% were ready to sign the contract. But then they ask if we do Chinese, I don't have Chinese agents, I don't do graveyard shift and I can't match offshore prices India and the Philippines. So just by that alone, I'm not able to move forward, but 99% fit. So how do I feel about that? A little disappointed. But then again, I was able to go 15 rounds lost on the decision, but I was still able to make my points listen to their points build rapport, have some labs introduce, fantasize good call.
So, another couple of questions, what type of companies or what type of industries do you guys mostly handle calls for inbound or apa? Well, I'll let you know five. We don't do, we don't do sports books, casino stocks, pharmacies or sweepstakes. I have nothing against it. Just don't want to do it. But I'm looking for small to medium sized companies in the United States, Canada Central America and Europe that would need individuals to make outbound lead generation, appointment setting or inbound customer support. And it's amazingly simple.
Our agents are college educated; they're dedicated. I don't have a blended or mixed center. They only work for your campaign, and they have some amazing skill sets here. Costa Rica really packs a punch regarding business process outsourcing. I have mentioned some of the big boys, but there are tons of call centers here and since we're the only democratic society in central America, they don't have a standing army. So, there's a 95% literacy rate Steve so as much as people might see telemarketing call centers as transitional sort of jobs or something in the United States, as you say, has a certain rap here.
It pays more than most vocation. So, I'm having some extremely educated bilingual people with degrees walking in this door and working with me. So, it's amazing the sort of people that you meet here. Very eclectic, all diverse types. That's great. So, if a company called and says, okay, we want to get started, what is that initial onboarding looks like time wise especially and system wise and how quickly can you be up and running to take their calls? Great. Well let's just say I accept the vertical and I'm comfortable with that.
There's a pre-launch checklist that my floor manager and chief technical officer sent to that company. It's exceedingly difficult for me to start moving forward without stations being set up connections, made scripts for bottles, reporting and contact because once the ads go out and people come in, it's really a seller's market. I got to be able to explain it to their candidates a, the campaign that they're doing the incentives that they have and the metrics that they're expecting. It just can't be fantasy time. It needs to be something that's concrete.
And so, once we bring the people in, it really all depends on the training time. I've had people go as low as a half a day just to teacher CRM and do a little bit of role play for fun and others do longer training sessions, even up to a month. That concerns me because we do follow all Costa Rican labor laws and there are certain call centers that are known for like for an example, sykes has the MetLife account and supposedly people will be there for an entire month training and then on their first day of coming back to work, they just don't show up.
And by Costa Rican labor law, they need to get paid for that month they go on a certain list as being a jumper and it's not fair, but that's the name of the game. So, the longer the training, the more I'm concerned because people sometimes can take advantage of that and just use that as a placeholder until they can find another job. So, if we have certain awfully specific checkpoints to ensure that this agent really has done their due diligence, really engage really up to speed.
That's a good risk compared to just doing five days’ worth of classroom, talking about merchant process outsourcing and stuff like that. It needs to be awfully specific, and I have to ensure that this client that I'm speaking with does have a track record. If it's a brand-new pilot project, then we need to invest in the process and there shouldn't be any surprises and I must let them know what to expect when building a campaign, there may be attrition. We may need to readjust the script, call certain area codes, or do certain things.
But I guess the most important thing about it is being forthright, when it comes to onboarding people, I can easily have somebody in five business days, depending if you need 10 people give me up to 10 business days, you know, and maybe we can hire people piecemeal, we can catch them when certain campaigns and other centers and as I mentioned, it's very competitive out there. The more that you put out the start date, the more that you're going to lose people because they need a job between those times and now since Covid came, it really adjusted to the work from home.
So there is an advantage of the brick and mortar because of internet redundancy, my generator and on site I. T. Support but Steve, I was exceptionally fortunate during Covid to be able to adjust my business model virtually because if I owned a brick and mortar only like a bike shop or a pizza parlor, I'm in big trouble as much as I lost a lot of the essence of the center and the camaraderie? I was able to survive. But you know, the labor pools changed. I must ensure if there is training, they should be on site to know the company culture and at least meet us before going home.
It's one of those things my friend where I really did see a huge shift that when I first started this back in 2000, that's great. Well, in the last few minutes that we've got, you know, I'd ask you whether we could give our listeners an exercise. We talked about the two-paragraph coming of age. Can you explain an exercise that folks can do as homework after they listen to this episode. And that might be interesting for them to learn more about the content that we gave them here today and then when we come back maybe you can give folks a way of getting in touch with you guys if that's something that they're looking for.
Thanks Steve, I appreciate it. Let people do the Triple watch. They should watch something without sound, they should watch something without sight. And if you want to study the visual body language, that's great. Just watch something without sound. You can assume what they're doing and then if you want to study the phonetics, to choose a channel that you don't understand the language. Like for me it would have to be Chinese or German or something like that. Italian French and Portuguese are too like Spanish for me.
But if I watch the Chinese channel, it's extremely easy for me to do that phonetic micro expression reading because I don't understand any semantic. So even I'm taking out the tone, I'm just studying their rate in their pit. Do not get study it that way while you're on the phone, once again these are things that you can do. You just draw your xy chart the horizontal line and every 30 seconds to two minutes point to how Mr. Jones's speaking just for practice, but it is about practice. It's about dedicated practice.
Record yourself, listen to yourself. I don't like how I sound. That's what everybody says. But guess what you that's what you got. So, you need to adjust it and as you and I have a mirror and our beards look great because we do look great. You could do the same thing with your voice as well. Record it, master it adjusted. And if you do that, you'll see that you'll get more positive reinforcement from people. There will be more I guess inclined to ask you for advice because you were sympathetic about it and the way you spoke about it and finally if you are in a certain situation where there's emotion and its tense, you should choose to speak last.
And if it's not something where you need to immediately give an answer then you should sleep on it so you can decompress and come back the next day a little more levelheaded and prioritize and that's an excellent way to grow and to crack some codes and to get to various levels. You don't always need to prove your point at that moment. There are other ways to do it. So, you don't overreact overextend and say something you regret. So, it's not like you're being weak. No, you're being considerate of it and you're being tactful about it.
If you're in the moment and its face to face with somebody if you must, even though it looks funny, you should close your eyes when speaking. So, there's less distraction and you're not energy being sucked from you. They might say why you close your eyes. I'm allowed. There's no rules to this. It's not tag you're asking me something emotional, so allow me my focus and my balance and if somebody is being aggressive with you, I think you should look in between their eyes, it looks like you're looking in their eyes.
So it's not like you're looking away or allowing them to suck the energy out of you, like Medusa, but it is a certain technique sir where instead of losing your direction and your energy and your breathing, you can regroup yourself and these are the sort of conflict management skills that have assisted me and having more productive conversations when they could have really gotten out of hand. That's great. I mean this has been filled, filled with great techniques, tips and insight as well. Thank you for being so generous with your expertise.
This has really been a wonderful episode, Richard. How can people get in touch with you if they're thinking about outsourcing if they're thinking about needing a contact center because I think by the end of this, they understand what you bring to the table. So how can they get in touch with you? I really appreciate having me on the show today with you, your audience and allowing me to share this information. The first thing they should do, my friend is by a first-class plane ticket. Come down here to Costa Rica so you can enjoy some eco-tourism, go to some beaches and waterfalls but your audience can give me a call at triple 82716750.
Or send me an email. CEO Costa Rica’s call center dot com. And finally have an exceptionally large Facebook fan page about 98,000 local Costa Rican Ticos. And they can't wait to meet you, Steve. You're going to have tens of thousands of new fans in central America. I can't wait. Well, Richard, thanks again for joining us today. I really love the thing that you said earlier and I'm going to add something to it. So, each agent is a voice artist, and this is a message to all the C E. O. S out there that have contact centers and folks that have agents working for them that each agent is a voice artist and I think you should let them create a great interaction.
So let them create, let them build those great interactions. So that's it for our episode of the Science of C. X. I'm Steve Pappas, your host. We've had Richard blank on today from Costa Rica call center and I want to thank you all for joining us. If you like the content that we bring to you, please feel free to drop us a review wherever you get your podcasts and until we meet again, please stay safe. Stay healthy and do take care everyone. Bye bye. You've been listening to the science of C. X. My name is Steve Pappas.
I really hope you've enjoyed this episode and if you have the highest compliment that you can give us is to subscribe rate and review the science of C. X. Thanks. And we'll see you in the next episode. Finding one place to see all customer experience related tools of technology has been difficult until now. We just built it. Get ready for a science of C. X. Original customer experience technology has been helping to drive businesses by giving them insights into better methods to engage and delight their customers for some time now.
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Richard’s vision quest journey is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, inducted into the 2023 Hall of Fame for Business. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
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Jamial Black’ aka JD Black aka DMEL BLAK! Stalks and Harasses a perfect stranger online! Jamial has been abusing and stalking and attacking Kimberly and all her companies!!!!
Unprovoked! He has made false accounts and stole her baby photos and other information! He went on to promise Kimberly that he was going to Terrorize her and show her that he had time to Terrorize her online!
His jealousy and obsession with Kimberly, has caused her to reach out to her attorneys to get a cease and desist letter from this monster that has went to attack her in every way Online!! She gets notifications when his IP address pops up and when he is googling her, she gets a ping from google every day she gets another email from any of her radio websites that Jamial is stalking her business.
Notifications from Roku and her business websites her pages! He is vile and dangerous and a narcissist and dangerously jealous!
Kimberly said she doesn’t know him she’s never done business with him. He disrespected her online. She just told him GET LOST and from then on, he’s taken a dangerous obsession with her, causing her to reach out to her online community to expose his abuse.
He’s relentless and he has not stopped, no matter how many times he’s been told to move on and leave Kimberly alone.
It’s scary that a person like this is lording over black boys, narcissist like this are lording over black boys, and this is the kind of behavior that black boys end up feeling entitled to and killing black women!!
Every five hours a black woman is murdered by a black man. An Over emotional male.
The dangerous obsession that this man has with Kimberly is nothing short of unhealthy.
I am sure The DEPT of EDUCATION and all of the places that he has with the housing coalition will be more than interested to find out about his extracurricular activities.
If Jamial is doing this to me I can only imagine other women or men in his personal life that says NO! go through!
He even threatened to go after the nursing license all because he was told to beat it.
He called the woman out of her name, and he has been harassing and stalking Kimberly since coming for the businesses.
I need the world to know that this man is dangerous and he should be know where near our youth!
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As Laurie Maitland commented on YouTube and said:
I am not entitled to Kathy Redfern, because she is no singer in the world, plus due to her being tone-deaf, she got no talent. She couldn't sing like other girls of pop music like Teena Marie, Kelly Marie, Cyndi Grecco, Cindy Bullens, Cyndi Lauper, Rita Coolidge, Dusty Springfield, Barbra Streisand, Barbara Dickson, Cilla Black, Lulu, Toni Tennille from Captain & Tennille, Karen Carpenter from The Carpenters or even Bobbie Gentry that sang "Ode to Billy Joe". Instead she whispered in a disruptive manner too much to upset people in the middle of 10cc's "I'm Not in Love", which it was very short-lived. I had to slam her from repeating that same old prejudiced spoken line, "big boys don't cry" more than several times in a row, that didn't have what it took, which it offended all the men and boys all over town. That's why I am not a big fan of her. So I prefer Eric Stewart from 10cc singing the serious heartbroken ballad, "I'm Not in Love" that I am always fond of.
JITTERYGIT Robot Building Toy is the perfect STEM gift for boys who love to build and create. This innovative toy allows children to learn about robotics, engineering and technology while having fun. With its easy-to-use design, kids can build their own robots with ease, using the included pieces to create a variety of different models. Thanks for watching, don't forget to give this video a thumbs up if you enjoyed it, and make sure to subscribe to our channel for more videos.
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Dance Party USA Hawaiian Luau episode playlist:
The Ventures – Hawaii 5-O
Fat Boys with The Beach Boys – Wipeout (1987)
Otaya – Motuliu South Pacific Review – lipsynch performance
Samantha Fox – I Want to Have Some Fun (1987)
Beach Boys – Kokomo (1988)
Girl-group disco /soul / pop oldie from 1976: Donna Summer – Try Me I Know We Can Make It – short edit pop music version
2 songs by Salt & Pepper: “Twist & Shout”, “Shake Your Thing”
Girl-group disco /soul oldie from 1976: Roberta Kelly – Love Power (1976)
Rhythm & Blues /soul ballad oldie from 1981: Kenny Hamilton – The Same Folks (1981)
Girl-group disco /pop oldie from 1975: Silver Convention – Fly Robin Fly (1975)
The Techniques with Pat Kelly – You Don’t Care for Me (1978)
Katrina & The Waves – Walking on Sunshine (1985)
Dance Party USA upbeat playlist:
Mony Mony – Billy Idol (1981)
Bad – Michael Jackson (1987)
Causing a Commotion – Madonna Cicconne (1987)
Dance music oldie from 1983: “Spaced Out” – Pure Energy
Paper in Fire – John Mellencamp (1987)
Fake – Alexander O’Neal (1987)
Oldies pop ballad slow dance: “The Power of Love” – Heidi Stern (Jennifer Rush) (1984)
Wipeout – Fat Boys & The Beach Boys (1987)
Catch Me I’m Falling – Pretty Poison (1987)
Disco oldie from 1979: “Stand Up, Sit Down” – A.K.B.
Lipsynch performance: Serious - Donna Allen (1987)
Lost in Emotion – Lisa Lisa & Cult Jam (1987)
I Heard a Rumor – Bananarama (1987)
Louisiana Country Boy: Can you please if it's okay, and again, just tell the people about the other side of Richard I, not the personal side, not the business side of Richard, the business side of Richard. I mean, I mean, you ain't got to now. You ain't got to you. You know, you tell me. I, Well,
Richard Blank: it's my pleasure. I, you know, I'm a CEO of a, of a bilingual call center in Costa Rica.
These agents here make outbound appointment setting and lead generation. They also take inbound customer support and non-voice support. We do not call you at dinner cuz if I do, you're never gonna, you're never gonna talk to me again. And we're very selective of the campaigns that come in here cuz this is a very strict Catholic country.
I wanna make sure that the agents can go home and tell their parents what they do for a living. I prefer to bring in people that sometimes do not have call center experience because they could be bringing in bad habits or be a. I prefer somebody that is bilingual and has these skills where I can mold them.
It's very easy to teach 'em a CRM and and phone system, but you know, if they're coachable, if as you say, they have the grit and desire, it's my pleasure to find ways to delegate in order to promote them. It's very important for me as well to give positive reinforcement to the. I do it through quality assurance.
We listen to their recordings and I can grade them on certain metrics and I just don't grade on the simple stuff. You and I talk about bedside manner and certain soft skills diplomacy, since English is their second language. Donnie, I really focus on the FSOs so I can expand their vocabulary with similes.
So instead of saying words like help, they'll use assist guide or lend a hand, Little things like that. And let's say we're even making outbound prospecting. A lot of people are concerned about gatekeepers and filters. To me, I think they're the greatest people. We like to do positive escalations. So where if I speak to somebody and then I get transferred to you, I will say verbally how amazing this individual was.
And also do certain things in writing. If you get that at a call center, you can get money and prizes for it. That's how they get bonuses out. Wow. But if you call certain businesses, churches, schools, organizations, or even friends and family, And you mention others, you give the gift of a positive escalation.
They're gonna be happy that you call back. They'll give you information on how to close a deal or a company culture, right? And so instead of just going in there and trying to sell Donnie a 1995 book, it's very important for us to build rapport, to do a little bit more due diligence on your LinkedIn profile, on your podcast episodes, or your website.
So if I have to leave you a voice, or an email, I can custom make it. Mm. And that's only going to separate us from thousands of people that are knocking on your door trying to get sales. Now, not every time we make a call, we get a sale, right? But I increase our percentages by being on the phone longer, by asking more questions and knowing more people in your organization that I can refer to, that added momentum in my sales.
So it's not like what you see in the movie. We're not the Wolf of Wall Street, Glen Gary, Glen Ross Boer, and there are a lot of call centers that do that. I could personally do that if I wanted to, but I once again have chosen a certain environment where the profiled agent is something that not only the client could be comfortable with, but the agent would feel comfortable making those calls.
And so owning a company, if I try to force a fit, someone may not come back. They might. And you're only as good as the foundation that you have. That's it. And so it's, it's extremely important just to have that sort of sweet spot and balance for the client and for the agent. So it meshes in that it works because as I say before, if nobody shows up at your Chucky cheese birthday party, You have no friends,
Yeah. I'm just not gonna break you. So as a business owner, I'm constantly looking for ways for you to master levels and to crack some codes and to get better. But I, I, I just can't, You let you become complacent and, and, um, Monotonous and, and board on the phone where you just go through the motions.
That's, that's, as I say, you become plastic. Yes. Yes. And there's nothing that's, uh, raw about you anymore. And, and that's a shame when people get into that sort of trap.
Louisiana Country Boy: Most definitely. You know, and what I, what I hear originally I'll say this, is that you're not building a, a company. You have built a culture.
Mm-hmm. . Um, and that's, that's, you know, and that's a lot of people. It's, it's, that's how you can call it. , that, that's how people can say CC is home. It it because you built a culture. You, you, you. They're not just employees. They're not just people that work here. This is like a family and these are people that you know sometimes and, and I, you know, just doing what I do and learning that and, and working for others.
Some places you can work and it's just a job. Some places you can be and it's, and it's a home because you feel. Not excluded. Not like, Oh, well this is just a person over there that just does this over here. But they are, you look at them and everything that you've said and just talking to you. These are, these are what we forget to call people, humans.
I
Richard Blank: take stuff further. You remember our favorite class in school was recess. I have a gamification culture here. I collect pinball machines and juke boxes and Oh wow. machines. I have a neutral environment, Donny, where people can go down and meet agents from other departments, let off steam recharge batteries.
Hang out with me. Because if you're having a cigarette outside or on your phone on Instagram, you're by yourself. Right. But this is a very social environment and these games are older than they are . It's so important that they, That they have fun. Yes. And that there is a work life balance that's essential.
Louisiana Country Boy: Yeah. And that's great. That's great. Cause you know, and, and I know, fortunately for me, that makes you want to get up and go because you're looking, you're excited to get there. Like, man, I can't wait to get there. Um, I hear so today and, and, you know, in so many different places how people just be like, uh, gotta go.
Because it's, for me, when they say that, it's because of the culture. There hasn't been a, a, a positive culture. There's no positive. Feedback there. There's nothing positive and, and they're not a part of it. They're just an employee. When, when you change that whole scope around, oh man, you have you, you have done it, you, you have, you have put your hands on the crystal ball again.
You have made people understand like, we are in this, this ain't just me. You know what you just said. There's not a lot of places that genuine. I can go with the CEO and, and you know, he's right there and we can have a conversation. And it's not like, Oh dad, you know, what is
Richard Blank: work? Right? And a lot of the times, my friends, something outside of the office could be affecting their performance here.
They're not robots, they're not expendable numbers as you were talking earlier where people aren't even known at an office. And so, um, I have to take that into consideration because sometimes people have moments. Yes, but my favorite is when they bring their family along, a wife or a husband or their mother or father.
And I'll go downstairs and they have to pull me away cuz I'm gonna be telling them for 10 minutes how amazing their son is. And that's just a gift that keeps on giving. And I'm not just saying he's great. I'll give five examples cuz I care. Right? I know about phone calls. He makes a two year anniversary, what he did last week.
I pay attention to these small things because they claim that I, that people don. , but you and I notice these little details
Louisiana Country Boy: Yes. That, that make a difference. And that's, I'm telling you that is if, if, if, if there's any business owners out there that might not hear what we are talking about mm-hmm. , if you want to retain and grow, if you, I'm gonna say it again.
If you want to retain and grow mm-hmm. , these are the things coming from O employee and coming from a ceo. Mm. These things right here. I'm telling you, you would have the happiest people there. They would break down the door just to come work for you what you know. And that, I think that that here is why so many people decided, you know, with, Oh, I'm not going back to work.
Or when the pandemic thing, they didn't want to go back. They gonna go out and do they own thing because they felt so mistreated or they felt so de. They don't, they don't value me. I'm just, But when you, again, that's just me, You know? That's just my old family when, when it's like this and, and we are, and we can have a conversation and what you just said, those things, Well, I know anniversaries, I know birthday, I know these things and, and I can sit and talk to 'em and I can talk to their family.
When you can do that, that means that, that you have said, this is. Well,
Richard Blank: these are people as well. They don't need to sell their soul for a dollar. They have options. They don't need to go to an environment like that. But let's address something for a second here. I, I might create the greatest office environment ever, but there is a natural attrition that happens here.
Amazon's in Costa Rica, hpn, Tele, Andor. There's a hundreds of call centers. Right. So I compete especially against the big boys. So Donnell will lose somebody from time to time for scheduling conflict. If they go to the university, their boyfriend or girlfriend may work there. It might be closer to their home, or sometimes it even pays more.
There's different types of vocations here, right? But the one thing that they will not do, and you'll definitely appreciate this, they're not gonna say, Richard defaced me, insulted me, made me do the walk of shame. Yelled at me. No, no, no. That just doesn't happen. And I, I'm okay with that. As long as somebody is here and we can walk together and grow together, that's great.
I, I sometimes get a two weeks notice. Sometimes they just piece out on me. The next thing you know, I gotta call my client with a solution, which is fine, because if you can work through minor. Issues with a client, they see how you act during tough times. Yes. And how it is during good times. And so that, that just solidifies the relationships with my clients.
But I get disappointed from time to time. People I expected a little more from just disappear or they become a fading flower because this industry does, does create burnout. And in the United States, people look a certain way towards telemarketers and call center work. And for me, I was a gladia that not only survived it, but I thrived in this industry, in my own.
So go figure, . I saw the art and the speech. Yes. I saw the vocabulary and the delivery and I thought it was incredible if people were able to have that sort of conversations and convert sales site on. , there is an art to it, and as long as you practice that craft, I mean the, the earnings are, are, your potential is just limitless.
You could do very
Louisiana Country Boy: well. Hey, that is, that, that is definitely, definitely amazing. You know, I I, and again, Richard, I, I applaud you. I, I keep applauding you for just your.
My Worthless 2cents Table Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding moving abroad and starting a company from scratch in Costa Rica. Donnie Lewis-The Louisiana Country Boy- discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading.
A place to freely express our thoughts and feelings where your worthless 2cents is priceless sharing our journey with each other,and always remember “Your Approval Not Needed “
Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry.
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