Show Up For Your Customers // James Neely of RP Signs / Better Sign Shop

00:00:00James Neely: #72b372;">James Neely: Learn how to build a better sign and prt shop from a few crusty sign guys who've made more mistakes than they care to admit. Conversations and advice on pricing, sales, marketing, [00:00:15] workflow, growth, and more. Your listening to The Better Sign Shop podcast with your hosts, Peter Unis, Michael Reilly and Bryant

00:00:28Bryant Gillespie: #6600cc;">Bryant Gillespie: Gillespie.[00:00:30]

00:00:45 fast stress-free experience when outsourcing their no excuses mindset means no matter the job, they'll have it done every time no other vendor will go to the links that GCI does To ensure your a satisfied [00:01:00] customer to hear more about their approach to business, hop back into the archives to episode nine where the guys and I interview owner TJ Beat Act about top tier customer experience.

00:01:15 banners, mesh, core Plast and more, TJ and his crew were small. GCI does them all. Check them out@printgci.com. Hi guys. Welcome back to the next episode of the Better Side [00:01:30] Shop podcast. As always, I've got my co-host, the side shop Yoda, Mr. Peter Carus, how are you, Pete?

00:01:45 year that your kids are just like, they're like little sponges that soak up all the germs around them and then they just transmit those to you. That's what happens to, to me. Pretty much.

00:01:55Peter Kourounis: #de4a1d;">Peter Kourounis: Pretty much, yeah. I walk around my house with a, a can of ol spraying [00:02:00] down, like almost everything that they touch and everything that they put in their mouths, and it finally, it finally caught up to me a couple weeks ago.

00:02:15 layers of blankets. Like I give my wife so much credit, she's been coughing for like three weeks, really struggling through, and she's not a whiner like me. Like when I get, still does all the things, still does the laundry, cooks dinner every [00:02:30] night, you know, God bless her.

00:02:45 halls and dumb dumb lollipops for the sore throat. And, uh, yeah. Um, haven't really gotten much work done in the past two weeks because of it.

00:03:00 uh, getting, uh, getting in front of you, you again, and, and enjoying these, uh, these guests that we're gonna be bringing on.

00:03:07Bryant Gillespie: #6600cc;">Bryant Gillespie: Yeah. Oh, I'm, I'm glad that you're on the mend, man. I, I tell you like, the challenge that I have now [00:03:15] is, is not like sickness.

00:03:30 Winnie. Winnie Cooper. Um, the girls Elle? Yes. So the girls, uh, growing pains, right? I think that's what it is. Was it growing paints or the Wonder years?

00:03:45 Years. Yeah. Yeah. The, the hot, hot name door, I always get them mixed up. So, hey, like we got it around Halloween and my girls, they dressed as the Sanderson sisters from Hocus Pocus for Halloween. Uh, so they called the dog [00:04:00] Winifred. And I was like, n nah, because that's one of the witches names or something.

00:04:12Peter Kourounis: #de4a1d;">Peter Kourounis: changed the last name for whatever reason.

00:04:14Bryant Gillespie: #6600cc;">Bryant Gillespie: It is [00:04:15] a, I haven't changed my last name though. Um, it's a tiny dog though. It's a Yorkie. So. Always under foot. I'm like terrified.

00:04:30 Look at

00:04:31Peter Kourounis: #de4a1d;">Peter Kourounis: you man. I'm at you. Yeah,

00:04:34Bryant Gillespie: #6600cc;">Bryant Gillespie: yeah. Great, great. Love it. More responsibility is what I needed.

00:04:42Peter Kourounis: #de4a1d;">Peter Kourounis: got going on here? What's

00:04:43Bryant Gillespie: #6600cc;">Bryant Gillespie: the topic? Alright, so [00:04:45] we have got a, uh, an awesome guest today from Charlotte, North Carolina. I feel like, uh, we should have done like a Bulls intro from Charlotte, North Carolina, number 23. [00:05:00] No, um, I, I really, um, I really enjoy the gentleman James. Um, he is, uh, a, a great guy to talk to.

00:05:15 So that's how we first came into contact as I got to learn more about their company. I was, I was pretty impressed. Uh, they're not the average side shop. There's a, a multifaceted, uh, we will get into some of that, but um, yeah, let's bring 'em on.[00:05:30]

00:05:43James Neely: #72b372;">James Neely: sir? Doing well. Glad to [00:05:45] be here. Thanks for having me on, guys. Yeah.

00:05:47Bryant Gillespie: #6600cc;">Bryant Gillespie: Yeah. So you and I have had several conversations before this.

00:06:00 we had, uh, where you and your father were involved. And, uh, you know, I think you guys have a really cool story there at rp, not the average side shop. Um.

00:06:15 excited to have you on. So for those who, who ha haven't had conversations with you, why don't you tell us a little more about yourself and RP signs?

00:06:24James Neely: #72b372;">James Neely: So I will be eventually be third generation owner of the shop. Our [00:06:30] sister company started in 1984.

00:06:45 getting some calls from some doctors wanting name plates for their desks. So at the time my father was in law enforcement in South Carolina, so he moved up to Charlotte and decided to, uh, to start this sign business.

00:07:00 grow since 86 until now. And it's, it's been a wild ride.

00:07:05Bryant Gillespie: #6600cc;">Bryant Gillespie: Yeah, well I could say like, starting out, like I've seen some of the projects that you guys do and it's a far cry from just nameplates now. Yeah. So, [00:07:15] hey, tell us about the shop. You know, like what kind of projects do you guys take on, you know, how big are you?

00:07:20James Neely: #72b372;">James Neely: scoop. Yeah. So we have, um, 19 people total on staff. Uh, we've got five project managers, two graphic designers. We [00:07:30] have one graphic designer that actually is gonna work as a PM role as well. And he, he will support our one and only sales guy. Um, we have never had salespeople before until this year.

00:07:45 in, in 30 some odd years of business. Wow. Um. We have 20, roughly 20,000 square feet in Charlotte where we do some light fabrication. Um, we do all of our a DA signage, manufacturing in-house, flat cut letter [00:08:00] sets, um, digital print, roll to roll flatbed. And we just purchased A-A-D-C-S printer that will allow us to do, um, direct a substrate, uh, tactile and braille signage.

00:08:15 here in the shop, and we have one guy who's just, he runs three lasers. Oh, wow. And, and the, and the braille machine. And he, he's, he's a wizard, so we wanna keep him around for a while. Hey,

00:08:27Bryant Gillespie: #6600cc;">Bryant Gillespie: like what type of clients do you guys work with? [00:08:30]

00:08:30James Neely: #72b372;">James Neely: A lot of, a lot of healthcare.

00:08:45 they have. Different clinics and all kinds of different buildings. So then the people are like, oh, well who are you using for signage?

00:09:00 interior, exterior signage, uh, design permitting and fabrication. We've started breaking into the retail industry a little bit more here lately.

00:09:15 works and taking the pain out of that for, for our clients. Um, because really signage is the last thing they wanna think about. They want to focus on building a cancer research building and not signs that go by a door.

00:09:30 them and say, listen, hand it over to us. We'll run stuff by you. We'll keep your brand, um, but just trust us and we'll, we'll deliver when we say we will. Gotcha. And,

00:09:39Bryant Gillespie: #6600cc;">Bryant Gillespie: and would you guys say that is like a, is that what make you, makes you guys unique? Like [00:09:45] why do these folks work with with rp?

00:09:47James Neely: #72b372;">James Neely: Yeah, I mean, I really think it's the, it's the process. I mean, and I, I'm

00:09:53Bryant Gillespie: #6600cc;">Bryant Gillespie: not trying to put the, the screws to you or anything. I, it is just a question that Pete and I love to ask because we've asked so many owners and, [00:10:00] and like leaders in inside their companies of like, Hey, where's the value? Why would people choose to work with you?

00:10:15

00:10:15James Neely: #72b372;">James Neely: I mean, I know a lot of people use this as like a, a platform to jump off of, but really like if you come to us, our customer service is, is going to be what, what you come back for.

00:10:30 quality signed product, but if you come to us, we're gonna take that process. We're gonna make it as easy as possible for you, and we're ju we're gonna be hands-on and guide you through that so you don't have to worry about what you'll get in the end. [00:10:45] I, I feel like with, without that part, it doesn't make you any different than anybody else.

00:11:00 we pick up the slack is we, we promised to be there in the future for you. It's funny, just this past week we had a customer call us for a sign, an interior donor sign that we made for them in 2004, and we still had a piece of material in [00:11:15] their customer box that we could provide the same exact material and the same exact sign as we did in 2004.

00:11:22Bryant Gillespie: #6600cc;">Bryant Gillespie: does that. How did that material age

00:11:24James Neely: #72b372;">James Neely: like? Does it, it, it, it's Corian, it's solid surface, so it, it's been protected inside, so it, [00:11:30] it is fine. Yep. Uh,

00:11:32Bryant Gillespie: #6600cc;">Bryant Gillespie: that's cool. That's cool. Right? This is, I, I remember the days of like reaching into the file cabinet from the, the jobs from 10 years ago, but we often didn't have material on hand from that long ago.

00:11:45 as you mentioned, uh, you've kind of grown up in the business. Alright. RP Signs is a, a family business. So, you know, kinda walk us through, we've talked about the shop and the business, like walk us through your own individual journey inside [00:12:00] the industry. Yeah. So,

00:12:01James Neely: #72b372;">James Neely: so my journey, like, I mean, I started as a kid, I would catch duct tape balls off of Extension Ladder for my dad putting up Gemini Ladder on the side of brick buildings.

00:12:15 and, and decided college wasn't for me about six months into my college journey. And then, so I was. Well, JI just kn, I mean, I knew what I was gonna do. Like I just knew I'm gonna be a sign guy. Like I've al I was always interested in it with, [00:12:30] with my father.

00:12:45 new building for the shop and I was picking weeds off of a fence.

00:13:00 the, the other side of the business progressed into being an installer for our, our sign shop. Uh, moved to the, being a laser operator for a short time.

00:13:15 assistant project manager. I. Then started taking on some of the healthcare clients and then have moved and then moved through the project manager positions to where I am now as director of project management. So that's been 16 years. [00:13:30] So when I, so I'm 35 now, so I'll have a lot of time in by the time I'm ready to, to call it quits.

00:13:45 is handed over at some point. Sure.

00:13:48Bryant Gillespie: #6600cc;">Bryant Gillespie: Uh, was there ever a time like growing up, like you were always a hundred percent like, Hey, I'm gonna be a sign guy.

00:14:00 shop and sweep the floor and like, pick up and do all this stuff, like I'm going to, like, I'm just gonna go crazy. Like, Hey, I gotta get out and do

00:14:07James Neely: #72b372;">James Neely: something else. Yeah. You know, I can honestly say no. Like, I, I have always enjoyed being, being with my [00:14:15] father.

00:14:30 minute of it and enjoy the people that I work with.

00:14:33Bryant Gillespie: #6600cc;">Bryant Gillespie: Did you, what did you go to

00:14:34James Neely: #72b372;">James Neely: school for? Uh, short time business management.

00:14:39Peter Kourounis: #de4a1d;">Peter Kourounis: You do a lot with a background in business management, right?

00:14:42James Neely: #72b372;">James Neely: Yes. Yes. You could, [00:14:45]

00:14:46Bryant Gillespie: #6600cc;">Bryant Gillespie: you could also run a podcast. That's what I got into things without it. I, and I'll tell you why. P like I got in and I was like, Hey, what am I gonna do after college?

00:15:00 Yep. So, uh, you go ahead.

00:15:05Peter Kourounis: #de4a1d;">Peter Kourounis: Yeah. If you, if I, I, I want to kind of just make a couple of comments, uh, maybe a question or two here. So you mentioned the size of your business, and that's. [00:15:15] A remarkably s uh, or a lot of people would love to have a size operation the way that you do, you know, with project managers, a couple of designers.

00:15:30 production and project management side of things. But why don't you give us a little bit of insight as to the thought process behind why now with a salesperson. That was, that was a major takeaway for me, is that why today after all of the [00:15:45] accomplishments that you have, are you theoretically bringing on a new arm of your business?

00:15:49James Neely: #72b372;">James Neely: You know, I, Pete, that's a good, that's a good question. I really take a look at that from, um, a couple different viewpoints. Like we ha I [00:16:00] think, and I can honestly say, I think for, for 30 some years we've taken for granted the fact that we have a referral network of just people's word, word of mouth, from customer to customer to customer.

00:16:15 But as we all know, customers change, uh, some times change a little bit, and I, I just felt like in order to not have all our eggs in one basket to diversify with a, a [00:16:30] salesperson to bring in some of the work that maybe we wouldn't normally go after or get, because I, I mean, it, it definitely helps add to revenue and I just feel like having that extra stream coming [00:16:45] in can kind of offset any fluctuations in like a word of mouth referral or a customer change or, um, just some, or just, just competition in the market.

00:17:00 there's a lot of different companies in the area, so we really have to differentiate ourselves from the others. Okay. And you

00:17:07Peter Kourounis: #de4a1d;">Peter Kourounis: feel like this is a, a pathway forward to differentiate

00:17:11James Neely: #72b372;">James Neely: yourself? Yeah, I mean, and just expand, expand our offerings [00:17:15] and maybe get us in front of people that we haven't been, been in front of before.

00:17:30 really focused on or touched in the past. What's gonna be

00:17:32Peter Kourounis: #de4a1d;">Peter Kourounis: your process in, in your mind, you bring on this person, it's an he's an ideal salesperson, maybe a little bit of knowledge and aspects of this industry.

00:17:45 that person out into the market? Is it a self-reliant person to bring in business, or is there gonna be more appointments being scheduled, uh, you know, a rolling showcase? Like what's, what's your process and how that person is going to [00:18:00] differentiate and bring some awareness

00:18:01James Neely: #72b372;">James Neely: to the market?

00:18:15 and, um, and different developers and real estate companies. I, and just getting somebody out there, just a face for us out in, into the, the market.

00:18:30 what we did, like I said, was just like referral stuff. So we kind of, in our OI mean we got five project managers in our office. We manage our projects from here. We do go on client meetings like everybody else does, but like to see somebody, like a recurring face out in the [00:18:45] market, visiting people and talking about signage and projects, I think it's just a different, a different approach than we've had before.

00:19:00 way and, and get him up and running. Okay.

00:19:03Bryant Gillespie: #6600cc;">Bryant Gillespie: Are you guys like gonna put him on like a, a totally different industry, like outside of healthcare or, uh, property management, you know, contractors, [00:19:15] or is it like a double down on, on existing?

00:19:18James Neely: #72b372;">James Neely: No, it's, it's really gonna be different market. I think what I would like to see, of course, when he gets, when he gets up and running a, a real focus on multi-family projects and [00:19:30] developments. I just, there's an article in July of this year that more than 80 people a day moved to Charlotte, to the Charlotte area.

00:19:45 apartment complex under construction. So I know there's more apartment complexes than our assigned companies. So to, to capitalize on that market would be, would be fantastic. Charlotte's one of my

00:19:55Peter Kourounis: #de4a1d;">Peter Kourounis: favorite cities in the country, and for those of you, for those that know me, [00:20:00] I, I visit frequently to the Charlotte area.

00:20:06James Neely: #72b372;">James Neely: We, I mean, gosh, we cover on a daily basis. Anywhere from Yeah. Fort Mill, South Carolina, which [00:20:15] is just into South Carolina from Charlotte. And then, we'll, I mean, we'll go up to Hickory and, and Morganton area towards the mountains. Wow. Um, yeah, and we go, I mean, go to Raleigh.[00:20:30]

00:20:37Peter Kourounis: #de4a1d;">Peter Kourounis: Yeah, I mean that you could be on hours on, uh, 4 85 just between Fort Mill and, and more [00:20:45] Hickory. Where up there on the north side. I mean, gosh, that's, I, I've been in that traffic and I don't, I don't recommend it, uh, to anybody.

00:21:00 organization and a very large area of which you're covering, especially when you're venturing off to the, to the east and going into the Raleigh market, I would assume you're going into Greensboro as

00:21:08James Neely: #72b372;">James Neely: well. Yeah, Greensboro, Cary Chapel Hill.

00:21:15 we're pushing. I mean, we cover, we'll send our guys to anywhere in the state. I mean, it, it doesn't really bother us and we really, we've positioned ourselves, I feel like, well, naturally being in Charlotte, we can cover the whole Southeast. Um, I've, I've got a [00:21:30] client that is going through an expansion and we're, um, we've gone to Alabama.

00:21:43Peter Kourounis: #de4a1d;">Peter Kourounis: that's, that's [00:21:45] amazing to hear. That's a, that's a very large service area, so that's, I guess you have the means to take on that kind of work because I could certainly see a lot of downtime and travel if you are not charging for those, uh, types of leads.

00:22:00 to the point here. I was just curious because, um, I wanted to kinda get a picture of where, what size your business is and what your service area is, but it does kind of sound like you're taking over the entire Charlotte market, maybe even into the South Carolina border there a little bit too.

00:22:15 okay. Now you've been in this business now for what I think you, you called it, uh, what generations, is that correct? Did I, did I use the right term?

00:22:26James Neely: #72b372;">James Neely: Yeah, so my grandfather's first generation owner, my mom [00:22:30] is now owner majority, so then it'll be, it'll be me and my sister after this. After

00:22:36Peter Kourounis: #de4a1d;">Peter Kourounis: this. Okay. So the businesses in your family's name, right?

00:22:45 businesses know maybe your mom or maybe your, your grandfather before her. And you guys are doing a lot of business now. The thought here is, is that you're bringing on this salesperson, right? And you have a little bit of a plan [00:23:00] for, for the type of customer that you want and the, and, and, uh, and the, um, the approach by which you want to go after that type of client, but Sure.

00:23:15 that you're also planning around?

00:23:16James Neely: #72b372;">James Neely: Uh, right now, that's the focus. Um, that's our, that's our big focus is to get a sales. Some kind of sales structure up and running, I think for, for a long time. Like I said, we've taken for granted the fact that [00:23:30] business has kind of just come to us organically and we, we've earned the business through providing for other people.

00:23:45 salesperson was the logical first step. And then we kind of see how that business development takes place and we can venture off from there to other avenues.

00:23:56Bryant Gillespie: #6600cc;">Bryant Gillespie: interesting. Like, you guys work with like, primarily like the [00:24:00] healthcare systems, right? I, I know like a, a a ton of owners that we talk to would, would die to be in good with the healthcare systems because as a, you know, depending on the products you sell, steady stream [00:24:15] of work, um, oh yeah. I would say, you know, hey, there's probably some budget conscious.

00:24:30 project delivery more so than, than budget. So you're not holding up like a new wing of the hospital waiting on the signage. Right. But hey, like, how, like, like you said, you mentioned you take those for granted.

00:24:45 into that market? Do you know? Like, well, so is that something that's always been there, like since, since you were young or?

00:24:51James Neely: #72b372;">James Neely: Yeah, so our first shop was actually right across the street from the biggest hospital in Charlotte. So that's their, so that's how [00:25:00] naturally they came over and we're like, Hey, I need a nameplate.

00:25:15 that. So I mean, we were like, Hey, we'll bring it to you. We'll walk we'll across the street and we'll be right there for you and we'll give it to you.

00:25:30 that's how it started. And I mean, at first they would ask us for illuminated signage. We, we didn't even know what that was at.

00:25:43Bryant Gillespie: #6600cc;">Bryant Gillespie: True side guys, [00:25:45] Hey, we need this. Do you guys do that? Yes. Yeah. Yeah,

00:25:51James Neely: #72b372;">James Neely: we do. Yeah. Yeah. Absolutely. We figured it out, guys. Yep. Uh, I think a lot

00:25:56Peter Kourounis: #de4a1d;">Peter Kourounis: of our listeners would laugh or chuckle [00:26:00] if they're driving in their cars or if they're listening on their phones or whatever.

00:26:13Bryant Gillespie: #6600cc;">Bryant Gillespie: also, I still do that sometimes, [00:26:15] man.

00:26:16Peter Kourounis: #de4a1d;">Peter Kourounis: I'll figure it out. Sure. Yeah. It's, um, yeah, really good stuff. Really good stuff. I, I like that you, uh, go after, you know, your, your type of clientele, but you've been doing it for so long.

00:26:30 So tell us a little bit about before the salesperson, what the. What the approach has been. Like, what's the, what's been

00:26:38Bryant Gillespie: #6600cc;">Bryant Gillespie: the, what's the, this is what I want to get into. What's the secret sauce, man? What's, what's the, what's

00:26:43Peter Kourounis: #de4a1d;">Peter Kourounis: your secret? How do [00:26:45] you last this long with three generations, or almost three generations and, and, you know, live in a world with, without a salesperson?

00:26:55James Neely: #72b372;">James Neely: is, what is it? Yeah. I mean, I hate to name drop [00:27:00] here, but I kind of think of us like a, a Chick-fil-A of sign companies. I mean, it's like, it's our people. It's, it's the way we, we pour into our people. We, we develop them to, to treat our customers the way that, that we [00:27:15] always have. We, we ask them to buy in to our, our level of care, our commitment to our customers, and, and just really just, just buy into the system.

00:27:30 people. And, and I just feel like. Other people look for that in a, in a place to work. It's not just like a, a carousel of people running through here. The majority of our people have been with us for over 12 to 15 years. [00:27:45] We've even got some people that have been here the whole 36 years.

00:28:00 system. Okay. Could

00:28:02Bryant Gillespie: #6600cc;">Bryant Gillespie: you give us like a specific, like does a specific example or a specific story come to mind?

00:28:07James Neely: #72b372;">James Neely: Um, not,

00:28:09Bryant Gillespie: #6600cc;">Bryant Gillespie: I, I'm sure you've got one or two.

00:28:12James Neely: #72b372;">James Neely: Yeah. I'm trying to think off the top of my [00:28:15] head. It, you know, it really just like, I mean we were doing a project for a healthcare organization here in, uh, in Charlotte. They were opening a medical school. And they came to us four weeks [00:28:30] before the medical school opened and said, Hey, we need designs. We need, we need designs, we need approvals, we need signs on the outside of this building.

00:28:45 And back then, back then we, we had one graphics guy and that was, that was Gary back then. He was on vacation. So then my, I guess my father outta desperation reached out to Gary on vacation, was like, dude, [00:29:00] can you please do me some drawings? We've gotta take care of this for the customer.

00:29:15 by the ribbon cutting in the four weeks. And it was a high rise install. I,

00:29:22Bryant Gillespie: #6600cc;">Bryant Gillespie: yeah, that's not a. A signed guy job.

00:29:26James Neely: #72b372;">James Neely: Yeah. And I mean, I just, and it's, we will do that for, we'll [00:29:30] do that for anybody. Like, I mean with within reason.

00:29:40Bryant Gillespie: #6600cc;">Bryant Gillespie: was an existing client that you

00:29:42James Neely: #72b372;">James Neely: already Yes, it was existing client that we had a [00:29:45] relationship with, but that's just how we care for our customers. And we, we strive to develop those relationships with everybody.

00:30:00 relationship kind of, you go to somebody in a strip mall, you sell 'em a sign, and then you kind of move on. And that just, that hasn't been the way we operated. So that wasn't really a, like a focus, but I'd like to bring that level of relationship to that, to that sign experience.[00:30:15]

00:30:16Bryant Gillespie: #6600cc;">Bryant Gillespie: Uh, what is, so you guys do a, a, a ton of a DA, there's a, there's a lot of smaller shop owners that we talk to that it's like a mystery box of like, like, Hey, I, I know this could be a good avenue for us, but hey, [00:30:30] like, I, I don't know much about it. Like, how, you know, how do, how should I get into it? Do I even want to get into it?

00:30:39James Neely: #72b372;">James Neely: I mean, they're, they're, a lot of our projects are full packages, like, so it'll be a new [00:30:45] office building and we, we go from design conception all the way through the manufacturing process. So we'll sit down with designers and work, uh, work through their finish plans and, and come up with a couple sign types and drawings for them to approve.

00:31:00 then, I mean, we just, we've got people in place that know the, the regulations, the processes, and it just is really seamless for us because we've been doing it for so long. Um, a lot of. It's [00:31:15] intimidating to a lot of people, um, just because there's so, there's so many nuances to the a DA guides and, and just compliance issues.

00:31:30 point to where we have become a wholesale source for some other companies to provide them aada a signs because they want to take, they wanna bring that revenue stream in, but don't have any way to do it.

00:31:45 and we provide it to 'em.

00:31:46Bryant Gillespie: #6600cc;">Bryant Gillespie: Gotcha. So I like you, you actually have like a wholesale to the trade wing or arm as well. Yeah. Okay. Yep. That makes a lot of sense. Um, you know, we're huge advocates of, of outsourcing stuff that, that you [00:32:00] don't bring value to the table on or, you know, that that's not necessarily your specialty.

00:32:15 we're, we're finishing construction now we need signs for everything, or is it like sooner in the process? Like who are you working with?

00:32:28James Neely: #72b372;">James Neely: Yeah. A lot of times we're [00:32:30] like, in their organization, we're working with their development people. So when they have something on the horizon, they'll reach out and just say, Hey, we've got this project coming up. Keep it on your radar. I'll reach out when timing's more, um, appropriate, uh, for these [00:32:45] activities.

00:33:00 that, that keep us in mind early in the process, which is nice. Um, but that doesn't mean there's not gonna be a, a ball dropped every now and again and us have to come in on the backside and, and make something happen.

00:33:15 and, and how long the process takes so that they're aware of that and they can build that into their, their schedules.

00:33:21Bryant Gillespie: #6600cc;">Bryant Gillespie: Gotcha. And like, you know, you mentioned this other project was like four weeks, but like start to finish, like what is like the average a DA [00:33:30] project kind run from

00:33:31James Neely: #72b372;">James Neely: this?

00:33:45 is like average. I mean, the bigger the project, the longer we can get is always better, of course. But like when you, like, if you need just like a sweet sign insert or something for a medical office building, our average lead time for, that's like five to seven business days and we'll get [00:34:00] it installed or shipped, shipped out.

00:34:04Bryant Gillespie: #6600cc;">Bryant Gillespie: Gotcha. And like, can we ask numbers? Like what, what do you guys do sales wise?

00:34:10James Neely: #72b372;">James Neely: So our, our best year, which was a year ago, was 5 million. [00:34:15] Okay. Um, it fluctuates based on, I mean, that was, that was a good year based on a, a really long rebranding campaign that we had embarked on. Um, so it, it fluctuates based on what, what's happening in the, in the healthcare [00:34:30] industry and, and just across the board.

00:34:40Bryant Gillespie: #6600cc;">Bryant Gillespie: It's pretty solid. Like I know that, yeah. A ton of shops would, that we talked to would love to be at [00:34:45] three to 5 million. Like, Hey, what, what is the, the rough profitability on a DA signage? Is it, is it, oh gosh, is it worth the, is it worth the squeeze?

00:35:00 with the average project? Do you look back and you're like, this was a, this was a win for the client? Obviously it was a win for us as a

00:35:06James Neely: #72b372;">James Neely: business though. Yeah, no, I definitely think, I definitely think that it's a, it's a profitable, it's a profitable section of our business.

00:35:15 it, but you're also, you're, you're offering a service that's very unique that a lot of public organizations can't function without. I mean, you can't get inspections without a DA signs, so there's, [00:35:30] there's a level of have to, with a d, a signage that if you bring that to the table, I. Then we can help you succeed as well.

00:35:45 standard Home Depot, black and white restroom sign stuck on the wall. Yeah. Yeah.

00:35:50Bryant Gillespie: #6600cc;">Bryant Gillespie: Got it. Um, what was I gonna ask? Like, the a DA stuff is, is definitely very interesting to me just because like back in the old days [00:36:00] when I ran the shop, we, we didn't do a DA signage.

00:36:15 like a service offering more than just like the signage, right?

00:36:18James Neely: #72b372;">James Neely: Yeah. Yeah. I mean, we, it's, we will take it, we will take your plans, we'll tell you what you need, where you need it.

00:36:30 approach saying, and then we kinda weave in the wayfinding with, with the a DA packages. So, um, it all, it all starts as the customer, as the ba like the, the starting point. How can we educate our customers and, and let them know this is a service we [00:36:45] offer, this is how it can help you and we'll take care of it for you.

00:36:54Bryant Gillespie: #6600cc;">Bryant Gillespie: Where, where, where does estimating like come into the process?

00:36:58James Neely: #72b372;">James Neely: So right [00:37:00] after, typically we throw out like a handful of designs to the customer based on their, like a finished schedule for a facility that they're moving into.

00:37:15 like, then we kind of give them a, a, a price per unit. And then if they, if they see that price and need to value engineer, then we can kind of back out some different things to, to help that process for them.

00:37:30 design first before we can provide budgets. Gotcha.

00:37:33Bryant Gillespie: #6600cc;">Bryant Gillespie: Yeah. Yeah. I imagine like it, depending on like the number of layers and materials you're using and, you know, placement size, all of that

00:37:43James Neely: #72b372;">James Neely: goes into Yeah. I mean, people [00:37:45] come to me and go, Hey, can you get an eight?

00:37:54Bryant Gillespie: #6600cc;">Bryant Gillespie: do. It doesn't mean anything. Yeah. Right. Yep. So, so like everything is [00:38:00] quoted per sign. Do you guys have like project management fees and like installations tacked on top of that?

00:38:15 We'll, design, manage, install, do all of that.

00:38:19James Neely: #72b372;">James Neely: Yeah. So we break, we break all that out so that on our, on our like proposals to our customers, it's all broken out. Um, typically like if we go through design and the customer, the customer approves the project we go through, [00:38:30] it's kind of like just, we consider that part of the process.

00:38:45 We separate all that out based on location of the customer. How many signs, difficulty of mounting the signs, depending on what they are.

00:39:00 sign package. Of course we charge for, for all that. There is, there is a fee for our time for that, even if we don't manufacture the package. Gotcha.

00:39:10Bryant Gillespie: #6600cc;">Bryant Gillespie: Yeah. And, and to me that seems like almost like the, the most valuable [00:39:15] part of the process, right?

00:39:18James Neely: #72b372;">James Neely: Yeah. Yeah. That just correct me if I'm wrong. Yeah. Just to let somebody know that, listen, this may be daunting to you, but if you partner with us on this, we can walk you through the whole thing and it'll be, we'll make it as [00:39:30] simple as possible. It's kinda,

00:39:32Bryant Gillespie: #6600cc;">Bryant Gillespie: it kinda like the accountant thing, right?

00:39:45 consequences. I, I definitely

00:39:46James Neely: #72b372;">James Neely: don't, yeah. If I, if I take over, first thing I'm doing is hiring full, full scale accountant to do every bit of, every bit of information I got.

00:39:57Bryant Gillespie: #6600cc;">Bryant Gillespie: Uh, hey, so what's [00:40:00] a, like, we've had people on the podcast that like, have, have grown up in family businesses, they work with their wives type of thing. Like, what is it, what's it, what's it like working in a family business? Like, do you, do you have [00:40:15] disagreements with your, your mom and your dad? Is your grandpa still in the business?

00:40:20James Neely: #72b372;">James Neely: Uh, my grandpa is retired. What's the,

00:40:23Bryant Gillespie: #6600cc;">Bryant Gillespie: what's the

00:40:23James Neely: #72b372;">James Neely: dynamic? I. So grandfather's retired. My, my, my mom focuses on [00:40:30] the, um, the award side of the business. Like she, she's over that sector of the business. So my father runs the signage part. Um, so working with him, it is been, it's been fun, but it's also been hard.

00:40:45 next steps a lot of times, like hiring a sales guy, per se. Okay. But, but I, I thought it was important enough and I, uh, pestered the piss out of him enough to, to where he was finally like, all right, we'll give this, we'll give this a try. Like, let's, [00:41:00] let's do this thing and we'll see.

00:41:15 disagreements behind a closed door. So nobody, nobody needs to worry about their job.

00:41:20Bryant Gillespie: #6600cc;">Bryant Gillespie: So it's not super awkward.

00:41:30 it like a lot of folks where it's just like, we talk signage all day, every day,

00:41:35James Neely: #72b372;">James Neely: man, you took the, you took

00:41:36Peter Kourounis: #de4a1d;">Peter Kourounis: the words right with like Christmas right around the corner.

00:41:45 guys. Like do you talk shop? Do you argue about projects like how long that took? You've gotta carved a Turkey now. Yeah.

00:41:55James Neely: #72b372;">James Neely: Yeah. So Thanksgiving we, we get together with my grandfather and [00:42:00] grandmother, and he's the one who started the business, so he likes to talk about it because he's not really around that much anymore.

00:42:15 we're, we're closed for a reason. Um, so we, we try to shut it off as much as possible, but it's a disease that we all suffer from, and that's signs 24 7, so.

00:42:30

00:42:30Bryant Gillespie: #6600cc;">Bryant Gillespie: Like, have, have you already like, discussed transition plans, uh, or things like that? Or you're not at

00:42:36James Neely: #72b372;">James Neely: that stage yet? Not at that stage yet. Um, but it's never too early for a, a plan to, to start. Um, that's [00:42:45] actually one of my next steps on my list is like, Hey, let's round up everybody that needs to talk about this and let's start working on a, a plan.

00:43:00 and we need to have a plan and be ready for that. Yeah,

00:43:03Bryant Gillespie: #6600cc;">Bryant Gillespie: I, and I, I, and I think that's a, like the transition or, or like handing down, we've got a lot of folks in our community that are, are nearing retirement age and [00:43:15] like, so is the kids want nothing to do with the business.

00:43:30 are in your position where like, you're coming up, you're gonna take over the business and the not so distant future, like, managing that transition I can imagine is, I, I like, if you don't do it well, is it very detrimental to your own [00:43:45] health, mental health and to the business as well?

00:44:00 or

00:44:00James Neely: #72b372;">James Neely: no, not, not really. I mean, we've got, we've got a good mix of, of young and, and seasoned I'll say. I mean, we've got probably a handful that are close to retirement, but we've, we definitely have some, some younger people that'll, [00:44:15] that'll lord willing continue to, to work here.

00:44:30 balanced our workforce to where we wouldn't be totally without, you know?

00:44:35Bryant Gillespie: #6600cc;">Bryant Gillespie: Yeah. Well, I, I, just in general, I think that's a concern of mine, you know, as a a, as like, we, we all get older, you know, and, and the [00:44:45] industry is like, if you've been in the industry, you can't get away from it, right?

00:45:00 it's not like you can bring anybody off the street and within, you know, three weeks have them up and running and, and actually producing a DA signage or managing a project.

00:45:10James Neely: #72b372;">James Neely: possible. Sure. And especially too, like I, somebody told me a stat the other [00:45:15] day was, by 20 28, 50 2% of the workforce is gonna be Gen Z. And that scares me to death. Like, because you just don't, you just don't know what you're gonna get. I mean, right. Do do you wanna [00:45:30] work? Well, if you wanna work, do you wanna work in a sign shop?

00:45:45 like I was just like, I didn't really think about it until I was immersed in it, you know? So, I mean, people drive by signs every day and it's like, almost like they don't exist, you know, until they, they need it.

00:45:57Bryant Gillespie: #6600cc;">Bryant Gillespie: now it's like you drive by and you're like, Hey honey, [00:46:00] honey. Like we, we did that one. We did this

00:46:01James Neely: #72b372;">James Neely: one. Yep. And she's like, enough already.

00:46:06Bryant Gillespie: #6600cc;">Bryant Gillespie: Exactly. Exactly. Well, um, like we've covered a lot, like, you know, we've already touched on like [00:46:15] what it's like inside the business. You know, we, looking at my notes here, like inside the market, you know, one question that I do have is, is like, you know, you mentioned getting the people to buy into the business and into like the [00:46:30] ethos, but like.

00:46:45 challenges, if you ask anybody inside, like the better side shop community, like the Facebook group we have for owners, I can't find good help.

00:47:00 Is it, Hey, you pay more than most you. I, I feel like that's, there's more to it than that, right?

00:47:06James Neely: #72b372;">James Neely: Yeah. I mean, yeah. And there's always somebody too that's gonna offer more money than you just because if they find, like, if [00:47:15] they're, they're after people, they're gonna be like, oh, I'll throw more money at 'em.

00:47:30 it without saying the same thing over and over again, you know, but I just, like, our people are important to us. Like we wanna take care of them like they are our family.

00:47:45 and they, and they stick around for it. It's not, I mean, it's not for lack of, of, there's mistakes that are made and we, we cross those bridges when we get to 'em with, with whoever it is. But we're not gonna, we understand mistakes [00:48:00] happen.

00:48:15 do that can make us function together and continue to provide good service to our customers.

00:48:23Bryant Gillespie: #6600cc;">Bryant Gillespie: So like, if I'm hearing you, it's. Like, just to parrot it back to you, is it basically the culture that you guys have [00:48:30] instilled

00:48:30James Neely: #72b372;">James Neely: at the company? Yeah. I, I, yeah. I think the, I think culture's a big thing. Um, and just being honest, just doing what we say we're gonna do with our customers and if, and the mistakes made, own up to it and fix it and, and then that will make you [00:48:45] look, look great as well, the way you respond to adversity, um, as opposed to like kicking under the rug or just disappearing.

00:48:55Peter Kourounis: #de4a1d;">Peter Kourounis: culture for just a quick second. Um, [00:49:00] I love that you said that, and I love that you recognize that it's a major component to your success. Um, but are you, is your team full of members that buy in or are [00:49:15] there a couple of bad eggs that, you know, you have to work through and massage your own

00:49:20James Neely: #72b372;">James Neely: Right, right now at this time we have, I.

00:49:30 um, not too long ago. Well, it's been a while now, but it was a little resistant to that and didn't just, yeah, just didn't really fit in that we're kind of not the communicative [00:49:45] type to, to foster that team environment. And it just, it was kind of like walking on eggshells around a couple of them, but they're, they're no longer here.

00:50:00 be a part of that team. Yeah. You

00:50:02Bryant Gillespie: #6600cc;">Bryant Gillespie: mentioned communication, like, do you guys have any, like, specific protocols or, or like anything like, you know, are you doing like one-on-one meetings with your, your [00:50:15] project managers?

00:50:21James Neely: #72b372;">James Neely: Yeah, that's a, that's a good, that's a good question. Um, so I do one-on-one meetings with every project manager and Des and the two [00:50:30] designers the first Monday of every month to kind of get the state of the union of what they're like working on.

00:50:45 production, we have a, um, a daily standup that is at three o'clock before shift is over at three 30. Um, for in-house production team, um, we kind of go through what was accomplished, what orders may be coming up that [00:51:00] they need to know about, and what kind of installs we're, we're setting up for the next day.

00:51:15 morning. So we like to have that time at the end of the previous day to kind of let them know what they're up to.

00:51:19Bryant Gillespie: #6600cc;">Bryant Gillespie: Gotcha. On on those one-On-ones, like what's the, what do you guys focus on?

00:51:25James Neely: #72b372;">James Neely: Uh, I try to give them the most time to talk. Like just if they wanna talk about their [00:51:30] family, talk about your family. If you, and then give, we'll talk about Project Rundown, um, and kind of get just, just the status of what they're working on. And if they can take more work, they let me know that and I can, I can take projects that come in and [00:51:45] send them to them and just, it's just kind of like a, a feedback kind of area.

00:52:00 to finish. I'm so, I'm

00:52:02Bryant Gillespie: #6600cc;">Bryant Gillespie: so glad to hear you say that, man. Like a one-on-ones for me, when I was managing a team. The most effective thing that I had in, in my arsenal as a manager was [00:52:15] like a building that relationship with the team and, and just giving space like, hey, if they wanted to talk about their family or what they've got going on, that's fine.

00:52:30 work in the future and, and what's coming up. But, uh, so many people that I talked to overlook that I was like, you know, that's the, I think that's like a, a, a really strong foundation for [00:52:45] like the culture and, and like your people, you gotta have that, that relationship, right, because that's, that's the capital that everybody's operating from inside the shop, right?

00:53:00 Hey, I, you know, this one didn't go really well. Like, there were some mistakes that were made. I'm not worried. I trust you. Like I I know next time it, it will be different. Right?

00:53:13James Neely: #72b372;">James Neely: Right. [00:53:15] Yeah. I think that's the important thing is like that just building that foundation with our, our people on our team is like, listen, we, we care about you.

00:53:30 um, of the shop? Can we help you? Can we help you move? Like, are you moving? Do we need to, do we need to send a van over there to help you if you're gonna bind or, or something. I mean, it's just whatever we can do for our people to make their work life and their life easier, we'll, [00:53:45] we'll do our best.

00:53:47Bryant Gillespie: #6600cc;">Bryant Gillespie: Um, James, any other advice? Like, you've got kind of a, a soapbox here. Are there, is there any topics or any, anything you'd like to share with the audience? Um, you

00:53:57James Neely: #72b372;">James Neely: know, big thing for me is just, [00:54:00] just do what you say. I mean, I think that's the, one of the biggest things is like, if you're gonna promise something to somebody, make sure you follow through on it.

00:54:15 far and beyond what, what just saying I can provide you a good product will, will take you. Um, and just, just being there for your customers and ready to answer the call when they need your help, whether it be a long lead time or in a pinch.

00:54:30 Um, just show up for 'em. Um, fight for 'em if they, if they need to be. I mean, if you're, if they're running to a tough situation and you, you can add your expertise to the situation and help guide them.

00:54:43Bryant Gillespie: #6600cc;">Bryant Gillespie: Yeah. I feel like that's 80% just showing [00:54:45] up and doing what you say you're gonna do. Yep. Uh, it is difficult

00:54:49James Neely: #72b372;">James Neely: though, honestly.

00:55:00 you gotta be prepared to, to pick up that ball and run with it.

00:55:03Bryant Gillespie: #6600cc;">Bryant Gillespie: Awesome. Um, we, we've talked about the, like you're hiring the sales rep already, but what's the, we asked this to everybody.

00:55:15 what do you see happening in the industry? That's always an investing one as well.

00:55:20James Neely: #72b372;">James Neely: Yeah. I'd, I'd love to see how a, I mean, I know people are real hot on AI right now, but like, future of the industry, how is AI gonna [00:55:30] play into, uh, just signage in general?

00:55:45 but next steps for us is like a business. I really wanna see the sales guy flourish and just, and, and being able to measure that success, um, to see him go out there and, and pick up different markets.

00:56:00 I'm excited for that. Uh, but then also to see how, like, when we start developing our transition plan, what that looks like 10 years from now. Because I'm trying to, like, as director of project management, I only, I [00:56:15] have my own team and projects, but I want to start working on the business as well and building that for when the transition occurs, as opposed to just working in the business all the way up, up to it, and then like quitting cold [00:56:30] Turkey because that, that really would establish the transition.

00:56:37Bryant Gillespie: #6600cc;">Bryant Gillespie: right. It's a, a major challenge for a lot of folks that we talk to. Like getting out of that mindset of like, Hey, I'm [00:56:45] knee deep in projects all day, versus like, what is the, the strategy side of it? You know, what's, what's the future for the business? Where do we need to point things to go the right direction?

00:57:00 final questions for James before we let him go? There's a couple of shots. Pop.

00:57:07James Neely: #72b372;">James Neely: I deserve it. Probably.

00:57:10Peter Kourounis: #de4a1d;">Peter Kourounis: Listen, I think you've got a really great organization going on here. I love that [00:57:15] your men in, the people on your team, your breathing, integrity, honesty, being men and women of high integrity is a big part of establishing that baseline culture.

00:57:30 culture, I. As a whole, you know, if we're looking at, uh, the C word, I know people like to throw it around very loosely and they think that they have a culture and they think that they, you know, the way that they do things is the way that their culture is. But to me [00:57:45] it breaks, I break culture down into four key areas.

00:58:00 let me get through it here for just a quick second, is, uh, becoming better. What are you doing to, as an organization at the ownership level, at the employee level of what are your employees doing to become better?

00:58:15 Okay. The second piece is exceeding the expectation, which I think you've talked a lot about here. Um, that you have your own foundational ways of. Taking what a traditional experience is for a customer and really going [00:58:30] above and beyond that. So there's another foundational pillar that I look at and say, wow, this guy's really got it going on.

00:58:45 assume that you guys all have to buy into a great product that you're distributing and then doing so as a team. Okay. So the, the, the last part of best is doing it as the teamwork.

00:59:00 cultural elements are you bringing to become better and to improve your bond as a

00:59:06James Neely: #72b372;">James Neely: team? Yeah, I, I, um, I think something for us now, I. To become better is embracing new [00:59:15] technology just and, and educating our team on that new technology. Um, and what we can off different offerings that we can give to our customers.

00:59:30 printer I think is really gonna kind of revolutionize and has the a DA game. Um, it just provides so many more opportunities of, of different signage that you can offer to, to client bases. Um, [00:59:45] so, and, and leadership, just taking those, taking those steps to be open to that.

01:00:00 weed and vinyl and applying it to an aluminum panel and as opposed to doing a flatbed print or, um, stuff like that. So I think just having.

01:00:15 to improve our game and kind of still keep ourselves at the top of the, the top of the scale as far as sign companies. And, and

01:00:22Bryant Gillespie: #6600cc;">Bryant Gillespie: if they don't listen, then you just aggravate the piss out of 'em, as I heard you say.

01:00:26James Neely: #72b372;">James Neely: Yep. And then, and then they, and then they do.[01:00:30]

01:00:31Bryant Gillespie: #6600cc;">Bryant Gillespie: Uh, it is strange how effective that is. I, I, that's how it works for me at home

01:00:37James Neely: #72b372;">James Neely: anyway. Yeah. And I think too, like, and it being the person I'm talking to boast about is my, is my [01:00:45] father. 'cause he's, I mean, I report, I pretty much report to him. So it's kind of like, Hey, listen, I've said this about six times.

01:01:00 when he finds something that I'm passionate about and I, I won't let it die, he, he understands it. It's, let's take a serious look at this and just see how it could benefit, uh, the organization and our team overall.

01:01:12Bryant Gillespie: #6600cc;">Bryant Gillespie: Yeah. No, that's great. [01:01:15] James. Man, this has been a great conversation. I, I, I knew it would be a good one. I, I really enjoyed it. Thanks for having you on, man. Uh, everybody can find you guys@rpsigns.net, you know? Hey, like, are you, if anybody [01:01:30] reaches out, are you open to chatting to other owners that may be

01:01:32James Neely: #72b372;">James Neely: listening?

01:01:45 whatever anybody wants to talk about, I'm open. I've, I've really tried to, to do that and expand myself in that way. Like moving more into leadership is just being available for people when they need to talk, what doesn't matter really what it is, but we'll be glad to help.[01:02:00]

01:02:00Bryant Gillespie: #6600cc;">Bryant Gillespie: like if you're listening, you're looking for like a wholesale provider for aada, a signage. James has, has stated that, uh, they do wholesale work. Um, and if you're like me and you have no clue about it, I'm sure they would be [01:02:15] willing to, to lend some time to educate you and help you sell that as well. Um, so awesome, James.

01:02:30

01:02:30James Neely: #72b372;">James Neely: Absolutely. Thanks Bryant. See you Pete.

01:02:33Bryant Gillespie: #6600cc;">Bryant Gillespie: See you James. Alright, so we've wrapped the conversation with James. Pete, should we get into rapid fire takeaways? Man, I, I really enjoyed the conversation.

01:02:45 I think we've, for me, there's a few things, but I'm gonna hit you. Yeah. Rapid fire takeaways, man.

01:02:53Peter Kourounis: #de4a1d;">Peter Kourounis: So, first and foremost, I think it's. Great for our [01:03:00] listeners to know that there are seasoned shops out there that have been doing this for a very long time without an, an outside sales force. And that even a seasoned shop like that, uh, that specialize in a, in a specific type

01:03:13Bryant Gillespie: #6600cc;">Bryant Gillespie: of five, [01:03:15] $5 million without a sales rep,

01:03:17Peter Kourounis: #de4a1d;">Peter Kourounis: right?

01:03:30 large accounts like they do, they have large accounts, but they're only getting those large accounts because of an outside sales force. I've never heard of somebody reaching that kind of plateau without having somebody the be the [01:03:45] face of the business, somebody that's

01:03:47Bryant Gillespie: #6600cc;">Bryant Gillespie: without beating the drum man.

01:03:49Peter Kourounis: #de4a1d;">Peter Kourounis: Yeah. And that, that's, that's remarkable. But I do think that. That is the exception to the rule still. It's, it was important for us to get him on [01:04:00] here to talk through like your, your $5 million approach is very similar to a lot of sign shop's approach. And he's gonna have some, you know, I, I don't doubt it.

01:04:15 hope that, but I, but I, but I'm confident that they have the infrastructure in place. They talked about culture, so I'm confident that they have the culture in place, that that person will be able to be retained, uh, uh, and they're not gonna have [01:04:30] like an endless revolving door of signs shop salespeople coming in and out of, you know, his business and, uh, and, and allowing it for it to be a struggle.

01:04:45 of, um, knowledge, a good, a good amount of support. I think that there's a lot of room for. Shadowing and, uh, being out and being out and in the shop and, and meeting with the designers and the [01:05:00] project managers and whomever else he's got working there so that that person can have a little bit more of a holistic understanding of what everybody does in their role in the business.

01:05:15 five people working for you, you could be chaotic. On the other side of that fence is a non chaotic shop that has structure. It has people in the right seats, it has systems, it has processes, it has the [01:05:30] onboarding steps to bring on employees like this.

01:05:41Bryant Gillespie: #6600cc;">Bryant Gillespie: Yeah. I think the, the number one thing for me that I [01:05:45] heard and picked up on, well, yeah, I'll say two things, right? You, you've already touched on culture and I, I think we've beat that one really well. So important, so, so important.

01:06:00 one-on-ones with his project managers, um, of just setting aside the time to actually build work on that relationship. You in a small shop, like if you're the owner, you've got five people working for you as [01:06:15] that's the, the hypothetical that we're dealing with.

01:06:30 you know, you hear it from like a guys in the military all the time. Like, I'm standing shoulder to shoulder with somebody.

01:06:45 leadership, uh, the things that you can do, you could get to 5 million without a sales rep. You can like under promise, over deliver every single time you can deliver, uh, an impossible project in four weeks for a client [01:07:00] who just threw their hands up and said, oops.

01:07:15 one-on-ones with your people. You know, Hey, when you bring somebody new on you, you do tend to spend more time with them.

01:07:30 aside the time to focus on their growth. Like how do you bring them up in the organization, right? That that person that you, you hired for a production assistant probably doesn't wanna stay production assistant forever, right?

01:07:45 about their goals for the future. Um, how can you help them grow? And I think ultimately that's, that's part of how you keep people around long term. In this day and age where people seem to come and go, [01:08:00] it's impossible to find good help. All that stuff we hear every single day.

01:08:15 uh, networking with other shop owners, you are a shop owner or leadership, join our Facebook group. It is completely free for shop owners. It is a small group. We only allow owners and leadership into the group, [01:08:30] so there are not 12,000 people.

01:08:45 saw the other day? Uh, did I mess up by buying a side shop or was I crazy for buying a side shop? The first response was, yeah, just a little north of batshit crazy for doing that.

01:08:59Peter Kourounis: #de4a1d;">Peter Kourounis: I like that [01:09:00] last question that you asked in our group where it was like, how much money should you have in the bank? And I'm like, oh, that stemmed a, a ton of conversation. I thought that was a great question. So if you're interested in joining and getting insights to questions [01:09:15] like that and seeing what other shops are doing and how they're doing it, this is the group

01:09:20Bryant Gillespie: #6600cc;">Bryant Gillespie: for you.

01:09:30 right. Sound good? Roll credits. So that's the episode. I hope you enjoyed it. I'd like to give one final shout out to our sponsor, GCI Digital Printing Grand Format Printer to the trade GCI is not your average print shop.

01:09:45 themselves on providing you a fast stress-free experience when outsourcing. There are no excuses. Mindset means no matter the job. They'll have it done every time. No other vendor will go to the links that GCI does to ensure [01:10:00] you are a satisfied customer to hear more about their approach to business.

01:10:15 quality trade printer for banners, mesh, core Plast and more, TJ and his crew were small, GCI does them all. Check them out@printgci.com. If you liked this episode,

01:10:29James Neely: #72b372;">James Neely: make sure [01:10:30] you hit subscribe to get all the latest episodes and check out our website, better sign shop.com.

Show Up For Your Customers // James Neely of RP Signs

GCI Digital Imaging