In this special edition episode, John speaks with Dan, the Chief Sales Officer at Financial Gravity. After an “epically bad” tax season at the company, John and Dan go over the situation to figure out what went wrong and how they can improve going forward. Dan interviews John and asks him all of the hard-hitting questions about the business, in real time, without any edits. This episode they discuss the good, the bad, and the ugly of this year’s tax season.
[:18] What this special report episode is all about.
[3:39] Dan introduces himself.
[4:14] What happened from the performance level of services rendered vs. not, and communications.
[5:40] Dan explains the Good to Great window and mirror leadership model and how John mixed up the model.
[11:06] How to keep personal communication with clients while still utilizing the technology that makes things more proficient.
[16:25] An example of a company that owned up to ‘sucking’ and in turn, earned Dan’s loyalty.
[19:07] Where to go from here? Johns talks about the improvements that are going to be made, going forward.
[28:14] John’s view on his team’s willingness to work hard and go above-and-beyond, nearing the end of the tax season (in spite of mean clients and difficult problems).
[39:50] What does ‘frictionless’ mean in the context of the business? And the importance of working towards it.
[42:42] From a CEO standpoint, John talks about how he pitched to clients to stay with Financial Gravity when they had messed up this tax season — then speaks about the changes that are being made to improve.
[55:32] Financial Gravity’s mission statement and summarizing the initiatives Financial Gravity is taking to improve.