September 2019
TESTER
time
20 Seconds of Insane Courage
How Dave Ended Up on a 4-Story Tower With Jim Nantz
Be the person who says, “I’m glad I did,” not the one who says, “I wish I would have.”
and the Masters. Yes, I admit that is my dream job. Except for Cosell, I have had the honor to meet with all these men and Bob Costas at some point in my career. The headline today ties into one of my mottos from the movie “We Bought a Zoo,” starring Matt Damon. Twenty seconds of insane courage can change your life! Last May, while I was training in Charlotte, North Carolina, for one of my clients, I also attended the Wells Fargo PGA event nearby. On the 18th hole, where Jim Nantz broadcasted from, was a four-story tower. Mr. Nantz was perched there, along with golf legend Nick Faldo, to call the action. I kept thinking, “What if I could go up there? What if I could meet him? What if I could do an audition?” I reminded myself on the spot, “Dave, be the guy who says, ‘I’m glad I did,’ not the one who says, ‘I wish I would have.’” God was looking out for me in the form of a weather delay. Security ran for dry cover, and I navigated my way up the stairs to the tower. I can tell you the rest of the story in person. However, the picture above is worth a thousand words. I want you to ask yourself, “What am I avoiding the most today? What is keeping me from being all I can be or as successful as I want? Where does that fear come from? Is it asking for a bigger deal, going out on your own, or picking up the phone and dialing a stranger?” If you need encouragement, let me help. Additionally, look at the picture from May and say, “If Dave can generate 20 seconds of insane courage, so can I!” You just might find yourself on the top of the world — or at least far above the 18th hole with Jim Nantz.
Since as long as I can remember, I have been involved in some sort of sportscasting business. I announced my first rodeo in seventh grade and had a radio show at a local station in ninth grade. I don’t tell you this to be braggadocious but rather to share how blessed I have been to work in broadcasting throughout my career. Even now, as a full-time sales coach and encourager of people, I still get to dabble in the broadcasting world. I’m still a Heisman Trophy voter and still find myself fortunate enough to broadcast a handful of football games every fall. Most professionals have some version of a role model or person they like to emulate. In my early, early days, it was Howard Cosell, and, later, it was Brent Musburger. Today, my role models are broadcasters like Al Michaels and Jim Nantz, who is with me in the picture above. In a single season, Jim announces the Super Bowl, the NCAA Final Four,
Again, be the person who says, “I’m glad I did,” not the one who says, “I wish I would have.”
-Dave Tester
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Lessons From an Unlikely Businessman ‘Some Stories: Lessons From the Edge of Business and Sport’
You’re probably familiar with the story of outdoor apparel company Patagonia and its founder, Yvon Chouinard. Chouinard’s earlier book, “Let My People Go Surfing: The Education of a Reluctant Businessman,” explored the early struggles and triumphs of Patagonia and gave us some insight into how the company became so successful. Now, Chouinard has given us another glimpse into his world with his new book, “Some Stories: Lessons From the Edge of Business and Sport.” As the title suggests, the book is a collection of stories and beautiful photographs that illustrate how a sense of adventure, a readiness to adapt, and, above all else, a dedication to what you believe in are all necessary parts of doing anything well (including running a multimillion-dollar business). While the book contains plenty of business advice, most of its wisdom is just as applicable to life as it is to business management. “I know of no better example than Chouinard of what entrepreneurial Americans do best,” wrote author and angler Thomas McGuane. Entrepreneurs have to take initiative and be ready to accept great risk, and Chouinard does both with the pioneering spirit of a true business owner, despite his reluctance to accept the title. He would never abandon his values or the company’s to sell a sweatshirt, and he’s constantly pulling inspiration and guidance from the natural environment. “Some Stories” explores Chouinard’s drive to learn and make mistakes along the way and paints a portrait of an icon of thoughtful action and business success. “Some Stories” is worth it just for the stunning pictures, but if you want to be pulled in by a book, and possibly forced to reconsider whether or not you’ve been coasting with your business and life, then this is a must read. As author and reporter Jon Krakauer warns, “this book might make you think twice about what you’re doing with your own life.”
Tester-
MONIAL
Are you ready to better yourself and your business? Have Dave secret-shop your front desk today! Call 208-707-9807 or visit GoDaveTester.com for more details.
“Our entire sales team just hit their personal best numbers. We had an awesome July in sales! Thank you for all your help coaching and mentoring our team.”
“I received the Penn State helmet today. Nice touch. A personalized shock and awe package is very cool.”
–Mandy Legarreta Director of Sales and Marketing The Newsletter Pro
–Richard James Your Practice Mastered Gilbert, AZ
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The Volcano Theory
5. Next, follow up with, “What would you like to see happen now?” 6. Finally, ask the question, “If I can do that, then what will happen?” 7. Repeat back to the customer what you heard them say, ask for approval, and tell them when the follow-up will be. Be specific, providing them with a date and time they can count on. If the call is too heated, always ask, “Are you mad at me?” Typically, the volcano’s answer will be, “No, I’m just mad at the situation.” The reason my system works is because we are following a script that works, and we own the script. The saying goes, “Being listened to and being loved are so close together that most people cannot tell the difference.”
When it comes to customer care, the worst time to think of what you’ll say is when it’s already coming out of your mouth. Working with a variety of companies across the country to train customer service representatives, we’ve discovered the two biggest fears your team members have when it comes to answering the phone: 1. “What if the prospect or client asks a question I don’t know the answer to? ”
2. “What if the prospect or client is mad at me?”
You can imagine how much fun it is for your team members to answer the phone with these two fears haunting them every time it rings. What’s my advice when it comes to dealing with an upset customer? Dave’s Volcano Theory, of course.
Please, do yourself a favor and listen to your upset customers.
For a free chapter of our new book for customer service representatives, “The Follow-Up Call,” click GoDaveTester.com and request Chapter 1.
My Volcano Theory can be broken down into seven steps that are easily put into practice.
1. Let the customer explode. Hence, the “Volcano Theory” name. Let the volcano do what it does best. Let them vent, all the while focusing your attention on the problem, not the person. 2. Once the volcano is done with their initial eruption, say, “I don’t know how you feel, but I understand because I’m taking notes. Is that okay?” 3. Once they’ve given you permission to take notes, say, “Tell me more.” Remember to actively listen, taking notes every step of the way. 4. Ask the question, “What do you think should have happened?”
GG Gretchen’s Kitchen (My mom’s secret recipes)
Grape Tomato & Cauliflower Cake
Ingredients
• 1/2 tsp ground cumin • Pinch chili flakes • 1 1/2 tsp kosher salt • Ground pepper, to taste • 5 oz Parmesan cheese, grated • 1 1/2 cups grape tomatoes, sliced
• 1 small cauliflower, cut into small florets • 2 tbsp olive oil • 2 tbsp butter • 2 cloves garlic, minced • 8 eggs • 1/2 cup fresh basil, chopped • 1 cup all-purpose flour • 1 1/2 tsp baking powder • 1/4 tsp ground turmeric
Take a
BREAK
Equipment
• 9 1/2-inch diameter springform pan
Directions
1. Heat oven to 400 F and roast cauliflower until tender, about 12 minutes. Set aside. 2. In a small skillet, heat oil and butter over medium heat. 3. Add garlic and sauté until fragrant. Scrape garlic into large bowl. 4. Add eggs and basil to bowl, whisking well. Add flour, baking powder, turmeric, cumin, chili flakes, salt, pepper, and Parmesan. Whisk until smooth. Gently stir in tomatoes and roasted cauliflower. 5. Grease springform pan and pour mixture into pan, spreading evenly. Place on middle rack and bake at 400 F for 40–45 minutes, until golden-brown. Remove from heat and let rest 15–20 minutes. Slice into wedges and enjoy!
Corner Post MINISTRY
If you would like to listen to Dave’s spiritual podcast, visit www.CornerPostMinistry.com
Psalm 138:3 “In the day when I cried out, You answered me. And made me bold with strength in my soul.”
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Gain the Courage to Change Your Life
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Lessons From an Unlikely Businessman
Tester-monial
The Volcano Theory
Finding the Right Workout for Your Diet
FINDING THE RIGHT WORKOUT FOR YOUR DIET How to Match Your Routine to Your Plate What you eat and how your body performs are
you’ll burn more fat during cardio because you won’t have a store of glycogen to compete with it as an energy source. VEGAN Plant-based diets are generally associated with slow- moving exercises like yoga, but VegNews reports that short, high-intensity workouts are actually the best option for people who don’t eat meat or dairy. Choosing quick workouts means your body won’t use up as much protein (which vegans generally consume less of), and the ample glucose in a vegan diet is ideal for powering intense workouts like sprints, stairs, body-weight lifts, and CrossFit drills. PALEO The paleo diet is unique in that it actually comes with its own exercise plan, though many paleo eaters probably don’t know it. According to Paleo Leap, “The paleo lifestyle emphasizes natural movement (preferably outside) over machine-based exercises and brief but intense strength training workouts over extended sessions of steady-state cardio.” Above all, paleo advocates advise listening to your body and choosing a workout plan that leaves you feeling good.
two intimately linked aspects of your overall fitness. That’s why distance runners carb-load on spaghetti before marathons and yogis skip breakfast before a 105-degree Bikram class. However, this nuance is easy to neglect in a world of fad diets and food trends that move at whiplash speed. If you’ve jumped on the keto, vegan, or paleo bandwagons but are still slogging through the same workout routine, it’s time to take a closer look at your body’s needs and tailor your gym time accordingly. Here are a few tips for matching your diet to the optimal workout. KETO This high-fat, low-carb diet is currently booming among athletes who relish the opportunity to chow down on pork rinds and cheese (a perk that comes at the expense of giving up chips, bread, and most fruits). Shape magazine recommends moderate- intensity workouts for people eating keto because they won’t have the ample supply of glucose the body relies on for high-intensity exercises like sprints and HIIT. On the plus side, if you go keto,
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