Crisis
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Speaker 5: [00:00:00] Welcome to the Refine Network podcast today, we're going to be talking about a day,
Speaker 6: right? That's, I mean, I can't even say more than that. It was a day, a day. How'd you
Speaker 5: feel? I was, well, I was definitely. When was that? That was Monday. I think the result of that carried on into Tuesday and the people that know me really well, I don't have bad days or days that.
Days that they're like, man, everyone's off today. It's very rare. Yeah, Tuesday. They probably sense that I did everything Imaginable to try to snap out of it and it felt like I kind of got my head above water You know, there's probably some people [00:01:00] listening right now going. Yep. I know exactly what you're saying.
So let's walk them through That day,
Speaker 6: you know, and I, when I think back to that day in this, you know, one thing I'm always so thankful for is that you're always open to any ads that I might have. And I remember the way that we were going to do that day. We were going to have kind of a small setup window.
We looked at our schedule Hey, you know what? We can get over there a couple hours earlier. So we ended up over there three hours early, whole thing is set up. We have tested everything. Every angle's perfect. Audio's good. Our presentation was tight. Everything was set up to go. And then as it would be in my mind, it was like 11 minutes before we were going to go live all of a sudden, first, the videos started to do weird things.
And then we had to troubleshoot that that wasn't working. And then we got it working four minutes to we kick off our five minute timer. Right. Five minute timer was
Speaker 5: [00:02:00] flawless. Yep. That was, you crushed it on that. Well, here's the thing. Like we're using really good tech. Correct. Like we're not jerry rigging this thing.
Correct. We, we have the, in my opinion, top of the line webinar software, cameras, microphones, everything. So we've dotted our I's, crossed our T's. It was our first time using the software, but it was, it was simple. Yeah.
Speaker 6: So I thought when I look at it and you're exactly right. I mean, if, if you think about the setup and as I'm trying to add it all up in my mind, I mean, just you, you throw both of our Mac books on the same table.
Now we have about eight grand sitting there, right? And when I look at the whole picture of it, the production side of it, I mean, we are, our rig is probably 15 to 18 when you look at everything, you know, encompassing and in, you know, we went, we went live in the moment of it. What happened was. There was no audio and it wasn't something [00:03:00] that we could rescue.
And what I want to talk about in that day was both in the moment, like how, how do you, when challenged after you've done all of the appropriate prepping, right? Cause that's the hardest thing. If we hadn't prepped. And had that amount of time and be like, well, I mean, I, I, I think you'd have that experience, but not if, if you were like, no, I've checked everything.
Right. I, it kind of reminds me of like when Clark W. Griswold, you know, gets the whole family outside and goes to light up the house. He just goes, that was us.
Speaker 5: That was us. Well, the reason we had to do it in another place is because we were getting our hot water. Not hot water heater, because that's dumb.
Why would you heat up hot water? Right. That's what the plumbers told me. So it's a water heater, not a hot water heater. I've said hot water heater in my entire life, but it's a water heater. We're getting it replaced. And education in the, so we had education. So we had to move and then our water fountain was The day [00:04:00] before is freezing up, dripping water.
So all these things go on. So I'm like, okay, I'm in control of this webinar. We got this. It's going to be great. I went and customized it and we go live and Christopher starting it off and we start getting comments, Hey, no audio. Hey, we can't hear people are texting me. Hey, we don't have any audio. I was like, okay, I just got to I got a mute button.
I've got, maybe I don't have the right input. Well, I go find the right input and I'm going to get all techie on this, but I dug down deep to find out what it was and it wasn't working. So stay calm. But inside my head, if you know, Anyone who knows me well, I don't lose my cool, but when things are supposed to work and they don't, that's when I get really frustrated.
That's when Erin realizes okay, babe, calm down. Like she knows before I'm about to [00:05:00] lose it. So I stayed calm. And. Really what went through my mind, I was like, Luke, we look like idiots right now. We look like complete rookies. And I'm like, we're not, but we look like complete idiots out there. So what I, what I was going to do is I was just going to restart the software.
When I restarted, brought it back up at the end of the session. And you can't restart it. So now all these people are watching and it has now ended. They're just getting a message saying the webinar is ended. Yep. Thanks. So then we go live on Instagram and Facebook. And as you're welcoming people in, which is very few people we jump onto, I jump onto the computer, send out a mass email to everyone in our community.
Speaker 6: As I'm opening it up. You're already taking care of that fire, serving those people, letting them know.
Speaker 5: Yes. I'm like, Hey, webinar crash, go to our Instagram, Facebook. [00:06:00] And I mean, we're sitting there like when it cuts to me, we had two cameras set up. So it was going to cut to me. Now it's he's Hey, we're going to go to Evan.
We literally pick up the iPhone and turn it around. I mean, it was so ghetto.
Speaker 6: We had the, we had your, your iPad. Was just whatever we could set it against. Did you set
Speaker 5: it up like straight vertical? And I was like, dude, that thing's going to fall. But honestly, in that moment, I'm like, if it falls, it falls.
But here's the funny part. Well, there is a lesson in all of this. I had a whiteboard and I was drawing on the whiteboard. Well, the whiteboard was short. So we were like, well, let's get, well,
Speaker 6: I mean,
Speaker 5: it was appropriate height for someone around my height. You needed it taller. I think we pulled it out of the kids area, the church.
So, So we put it on two chairs and now it's tall enough. Well, it looked great for the webinar that we're doing, but now we're on Instagram live, you can see the chairs propping up the, I mean, I'm just like, what is going on? So we got through it and. Well, tell me what was going through your [00:07:00] mind like when we ended this, ended the live and Facebook.
Speaker 6: So let me, let me actually go even into the, the part that I really appreciate within partnership was you and I both, we, without even having a conversation, I went into, okay, let's, let's continue with the time that we told people that we were going to be talking about this. So we're still living up to the promise or where we're at least from the outside, a person would look at it and say, well, you guys could have just quit.
But we tried, right? And I think that's, that's part of the ethos of this whole thing. Like even through whatever challenge you get thrown at you, you still can choose to complete the thing at best you can, or you can choose to quit. And I mean, quitting is okay too. I'm not saying that you have to do the other, but I think the part for me that I was, I was again, you know, so thankful and inspired by partnership in the moment I got on, started to open the whole thing You went into crisis management immediately in thinking of Hey, all [00:08:00] those people that we had sitting there, you know, in a waiting room, you know, before that there were, they, they scheduled an hour of their time with us in the first thing was like, Hey, you know what?
I'm not going to leave these people hanging. I'm going to give them, I'm going to communicate to them and let them know what's going on. Right?
Speaker 5: Well, Bob Iger. Who leads Disney now, he did retire and now he's back. He wrote a book and I read it and the one, like one of the main things I got from it was that in a time of crisis, his brain doesn't freak out.
He's this is a puzzle. What's the next piece I need to do because he talks about the story I talked about on the podcast before of when the child was attacked and killed by alligator
Speaker 7: Mm hmm.
Speaker 5: So like when he heard the news about that, he was like, okay What's the first thing I need to do in that situation?
So I need to reach out to the family hundred percent and the attorneys were like no Do not talk to the families because they're going Law, we got to continue. [00:09:00] We don't want you to say anything to take it was like I understand what you're saying But I'm on I'm on contact this family. Yep. That was the next puzzle piece So I didn't think about that during all of this, but I'm like, okay I'm thinking about the guest experience, the person that's consuming it.
I mean, what can we do to go above and beyond? Because you take a bad experience from a consumer standpoint as a bad experience. You might have blocked off an hour of your day. Right. You might have moved around a meeting or moved around a lunch with someone. To join in and now it just falls apart in the first six minutes and 11 minutes, actually and so in my, in my mind, I just defaulted to, all right, what's the next thing I need to do to communicate to everyone that, okay, this is, this
Speaker 6: is us.
Speaker 5: It's not you,
Speaker 6: right? This is what happened. This is what's going on. Here's what you can expect, right? So I think, you know, in, in that moment of it. I remember sitting there and it's ironic that we're [00:10:00] talking about servant leadership because again, we didn't have a conversation about okay What who's gonna do what we literally just jumped in and kept the thing moving in that That was where like in in a true showing of servant leadership in a moment of crisis because that's when that's when our leadership I mean, it's easy to fail in crisis and everyone will give you a pass But in the moment of it, you, you had thought you're like, okay, he's got this going.
What's the next most important thing right now in the first thing was I have to communicate. You got that, you got that part done and you literally did it. Like I see me, I went through what I needed to talk through, which was probably about 10 minutes of content. And then you literally walked on in front of the whiteboard just as though like business as usual.
Speaker 5: Well, as you're talking about that, it shows like how great of a partnership this is. Because if I'm in your shoes, I don't know if you were thinking this. I'm thinking you need to come talk. Let me figure this out. Cause I'm always like, let, let's fix it. Let me [00:11:00] look into it. But it was such a great team dynamic.
Cause you're like, okay, let me do my thing. I'm going to trust Evan is doing what we didn't talk about sending emails to everyone. It's just, you know, you align yourself with a a team. minded person. And when you have a great employee come onto the business and to your salon, you need to find people that are like minded.
I didn't have to tell you, Hey, stall one, figure this out. Or I mean, or you weren't thinking, Hey, You need to send out an email when you have people align, they fall in line of what needs to get done. You were doing things that I didn't even think of vice versa. A hundred percent. Yep. So it was, it was definitely interesting.
We ended it and I was a little bummed, super bummed.
Speaker 6: Oh, as deflated as it could be. Zero
Speaker 5: PSI. You're, you're rarely going to see me like that, by the way. I'm not as great as a human as [00:12:00] you are, but I try. It's so I was just, you were talking to me. You were trying to figure out, okay, what went wrong? How can we fix it?
And I guess I thought about that the whole time while you were talking. And so I was drained and I did say one thing. What was that one thing I said about what I need to do next?
Speaker 6: It, it was so funny. You're like, do you like wings?
Speaker 5: Dude, I was like, I just need some wings and there's a place right around the salon.
And so saying all that, if you're a leader and you go through a tough time, There's times where you have to push through, I couldn't say, let's go get wings when it crashed. I'm like, no, no, no, no. We got to step up and do what's right. But after we had a chance to pause, we took a break. And so if you're going through a crisis, if you're going through something, it's just, it's just wearing on you.
It's okay to take a break, [00:13:00] but you got to be smart of when you take that break. You know, could you work another day or two days? And when the salons close, take a break or whatnot. That's not, there's no cookie cutter way of this is what you do in this time. But we went and ate, started to feel better.
And over lunch, we're like, let's re record this thing. And we went back and as we're setting it up, I'm like, Oh, here's some fine print down here. . Imagine that
Speaker 6: we, you never, you never need to read. Read a
Speaker 5: fine print. Well, when it says, do not show again, I'm like, eh, I'll click out of it. I won't click that box.
Right. 'cause I'll come back. I might need it later. Right? Well, what that. Fine print said is that if I, basically, if I take my camera off, the audio goes with it. So the reason we didn't have audio is because I removed myself. If I would have just brought myself on, but [00:14:00] didn't turn my camera on, we would have had audio.
And so it was that moment as I read that fine print, I said, Oh, this is. My fault. I didn't read the fine print and so Christopher looked at me. He's are you freaking kidding me? He took a chair and just threw it up against the wall and pointed at me. He's like you are pathetic Why are you laughing that was very traumatic for me?
I Just want the world to know
Speaker 6: it. Thank you for sharing your experience of it I I guess I'm gonna have to you know Through the chair at the wall wall had a mark chair. Definitely wasn't in its original condition. Now. We're just kidding the That part of it though Evan I think Stating that pause when when you stated that I've been reminded to something and you've said it really well Like I do think the your ability to weather Challenging situations and keep your face not in that situation [00:15:00] You have a gift with that some of the some of the You feedback that I've got as a human is when I'm stressed, I can be kind of an intense person naturally, but in a stressed situation, I'm a problem solver.
I'm in my mind thinking like, okay, how do I get this fire out? And my, my outward appearance can be that I'm, I'm frustrated. I might be, you know, in a space of, you know, I would say critical energy. And In the same way that you're like, Hey man, do you like wings? And also, by the way, if anyone ever needs a crash course on this, there's no one that will clean a chicken wing better than Evan Silver.
Speaker 5: I was never seen. It was the way I was raised. The way that you left your wings and that meat on the bone, like I would be disowned I would just be walking the streets of . I have nowhere to go. I have nobody because I would've been disowned as a young child. So it's an Ford. Silver wouldn't have had it.
I think it's a Southern, it might be a southern thing, like you gotta know how to clean some wings. Yeah. [00:16:00] I was gonna, I was, I thought you wanted me to finish off those wings. I was like, Oh, maybe we're splitting these. I don't know. That'd be a funny situation.
Speaker 6: No, I mean, if I can, if I can paint the picture, if someone was to weigh it, what, what Evans, what Evans like completely cleaned, like it, it was like, I was going through a museum like the dinosaur bones, right?
This was preserved. And then I look over to my stack and it's like, it's No, the whole thing is still sitting
Speaker 5: there. Yeah, it looks like a chicken fight over there. I was like, oh, there's some still meat on the
Speaker 6: bones. The point, though, that I want to bring up within that was you have the awareness that to you put a pause in, you requested the pause.
And that's actually something that just recently I've been weathering a Not a challenging work situation, more just a challenging life situation. And one of the things that I was aware to was that that weather was showing up on my face sometimes at work. And what I had requested to our team was, I was like, Hey guys this is a thing that I'm going through.
I'm aware of it. I know my DNA well enough to know that I can seem kind of intense when I'm challenged. And I, I [00:17:00] literally requested from our whole team, I was like, Hey, the best way, if you see me like that, please, I don't want to show up that way. It's not my intention. And what I've, what I've said to them is just come up to me and say, Hey, Chris, it's a really nice day to go take a walk outside.
And, and when they come up in that way, if, if I'm seen, or if I'm carrying any of that energy, I've given them permission to come up to me you can check me any day of the week. Right. As a leader, it is not. I mean, I prep myself pretty well in the morning and it's not what I would never want to bring my energy into someone's day.
I don't want to project on anybody. But in that same way, when you asked for the wings, my side of it is giving people permission to let me know where I'm at. I don't need a Hey, Chris, You look mad. No, I'm not mad. I'm just a little frustrated, but that's not something that's here, right? By coming up and saying, Hey, you know what?
It's a really nice day to take a walk outside. That lets me know that I need to get out of the space. I literally go walk around our building the whole time. What I'm thinking about is okay. Thankfulness, gratitude, thankfulness, [00:18:00] gratitude, thankfulness, gratitude, right? And it's enough to get me out of where I'm at so I can come back into it.
So fast forward through that I get a 101, 102 to 111 lesson on how to clean wings We come back in in the part that again I want to celebrate you for was if it was gonna be okay if we just would have said, okay Let's keep on with our day. We had things scheduled right after that We had to start filming for the artist Academy when you said you're like, hey, let's let's redo this my soul was like Absolutely.
This is exactly what we need to do because then we've worked through the crisis, we've worked through it, and now we're back at the same end result, which was we wanted to put together. We had a ton of really great content and it was like, hey, let's still do this. We can't do it live, but we can still serve these people.
And that's exactly what we did. We went exactly back through it, got the recording, sent it back out to them. I believe same day. Yeah.
Speaker 5: Yeah, it was same day we put it up on, of course, you're an incredible we put it [00:19:00] on Facebook and YouTube and sent it in our community as well and just sent an email to everyone.
Just, you know, when you, when you, when you mess up, when things go wrong, it's such a great opportunity to show up very well.
Speaker 7: Mm-Hmm,
Speaker 5: And to sh and to show up and be like, go above and beyond you. The great restaurants, the great. Companies, that's what they do. And they mess up. They make things better, make things right.
And that's just what I believe. Just personally, that's what I believe in our business. I mean, we, we got a, we got a bad review the other day, right? And we don't get many bad reviews on Google and. As you get larger, as you get bigger, it's going to happen. 100%. Because now you're more of a target.
People feel comfortable giving a bad review to a large company than a company that has five or six people and they know the people there. [00:20:00] Right. And with that review, I was like, okay, perfect. We're about to blow the socks off this person. Yep. You know, we did, we called them. She this person got their lashes and hair done.
We refunded it all to them and still paid the people that did it.
Speaker 7: Yep.
Speaker 5: And a lot of people disagree with that. Financially, it's not the smartest thing, but I want that person when they think of silver salon, they're not, they're thinking, yeah, I didn't really love it, but boy, they made it right. And that's what we're going to do in this network.
When we mess up, we're going to own it. So we were talking, we were talking about, we were sitting by the fire last night. I said, I will own up to my mistakes. And I know you will too, cause you have. It drives me insane when people don't own up to their mistakes, and it's pride. And I'm like, I'm like, if you own up to your mistakes, you
Speaker 6: Do you go up the ladder?
100%. I love what you just said there, too. And I mean, [00:21:00] honestly, we need to make this as a separate one because it is such an important part, I think, of a person's growth process. But to keep it simple for this one, we chose to show up, we chose to make it right. And for me, again, at the end of the day, a lot of the choices that I make in the moment of it, I am, I am here to serve others, right?
That is exactly it. What I also have to remember though, is at the end of the night, I'm the only one that reconciles my day. So if I look at all the choices that I made, if we would have said okay, cool. You know what? That didn't work out. Let's keep to our schedule. Let's jump back to the salon, jump into filming right away.
I would have at the end of that day, I wouldn't have had the energetic. I wouldn't have been able to reconcile in the way of saying I really showed up today in the moment of crisis. I not only dealt with crisis, but I worked through it. And I just want to say I I I appreciate your spirit I appreciate your awareness as a human because like I said when you said let's refilm it like my soul was like All right.
Yes. That is exactly what we need.
Speaker 5: Yeah, there was no way I was like [00:22:00] letting that off the table Or here's another thing there was no way I was going to leave that Instagram and Facebook live, like that is not up to our standards. Yeah, it was not good. And as soon as we re recorded and put it out there, I deleted those because it was, to us it was tragic.
You know, most people might be like, Oh, I thought it was good. And I'm like, well, We have when it comes to production. We're both snobs. So Awesome. Well, we just wanted to talk about our Talk about that day and how the thought process because I got we both got knocked in the teeth and honestly it wore us out We went recorded the artist Academy The next day, we didn't show up a hundred percent.
And then last night we were very disciplined of being like, like I could have talked about the fire all night, but I was like, you know what? I got to be there for our team tomorrow. We got to show up well, so we can record this podcast for you guys today. So, you know, it's a new day every day. And when you get knocked in the teeth, you got to have someone like [00:23:00] Christopher.
There to help you. And that's, that could be another stylist. It could be a business partner. It could be a spouse, but you got to have someone. It could be us. I love it when a salon calls or texts me and be like, Hey, I got this situation going on because now I'm like, Oh my gosh, the fact that they thought to call me And a lot of people, I think on the other end, they're like, Oh, I don't want to bother Evan.
So, reach out to us. We would love to connect with you. But we just want to tell you about our day and how we got through it and our mindset. We're not perfect people, but you know, it's all about how you come back from it.
Speaker 6: 100%. And then for those of you that were on for 11 minutes of me, you know, making, I don't know, sign language.
I have no idea what I'm doing. I was
Speaker 5: just give them like, The point your finger up yeah, what one second we know point to your ear. Yep It was just it was terrible.
Speaker 6: However, we could do it But again for those people that were a part of that this gives you a little bit of context to what happened [00:24:00] So thank you and then I guess you're welcome
Speaker 5: Thanks for listening to the refined network with evan and chris.
That's not very official. I'm not gonna do that Hey, just thanks for listening to the refined network. See you guys
