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Creating a Company Culture That Empowers Employees
62 Plays1 year ago
In a world where employee satisfaction and engagement play a pivotal role in the success of a company, the podcast episode we bring to you today is a gold mine. This discussion with the CEO of Pro Athlete, Andrew Dowis, reveals the secrets to creating a thriving company culture and offering unique employee benefits. Join us on this and learn about the power of flexibility and the significance of core values.
Learn More about Facility Ally:
https://facilityally.com/
Learn more about Pro Athlete:
https://www.proathleteinc.com/
Check out their online stores:
https://www.justbats.com/
https://www.justgloves.com/
https://www.justpaddles.com/
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Transcript
Introduction and Guest Feature
00:00:00
Speaker
On this episode of the Facility Playbook, I got to sit down with Andrew Daois, the CEO of Pro Athlete, better known as JustGloves.com, JustBats.com, and JustPattles.com. What's really cool about their facility is when you drive by, you'd have no idea what was inside. They mostly just ship bats and gloves that they sell online, and now pickleball paddles as well.
00:00:20
Speaker
So at the core, they're a facility shipping operation with an online store that's amazing. But what they've done is really, really cool inside their facility is create this amazing culture for their employees.
About Facility Playbook and Facility Ally
00:00:32
Speaker
I loved hearing about how they were able to offer a chef cooking food for their employees, haircuts in their medical plans, all kinds of different options for their employees before COVID, how they navigated that through COVID, and how they've transformed that for their new employees in this day and age. Hope you enjoy this episode of the Facility Playbook with Andrew Dallas of ProAthos.
00:00:50
Speaker
Please. Do you own or manage a facility while you are in the right place? Welcome to the Facility Playbook. I'm Luke Wade, founder and CEO of Facility Ally, and this podcast is about helping facility managers and owners learn from pioneers and veterans in the industry who have built and managed successful sports facilities, entertainment venues, and clubs. Did you know that most of those facilities I just mentioned use between four and six different softwares to manage their facility?
00:01:20
Speaker
Revolutionize your facility with Facility Allies all in one platform. Learn more at facilityallie.com. And speaking of facilities, we're in an amazing facility today.
Andrew Daois' Journey to CEO
00:01:29
Speaker
I'm here with Andrew Dallas, CEO of ProAthlete. Thanks so much for joining us. Yeah, thanks for coming out. I always say joining us, but we're here in your facility. Thanks for having us in your home of homes. This place is absolutely amazing. So tell me a little bit about your background and what led you to ProAthlete.
00:01:43
Speaker
Yeah, I always wanted to be involved with sports. You know, like a lot of people's sports is like my whole childhood and then had this kind of liking towards business and never really thought I could combine them both. And turns out I could hear when I stopped playing sports. How do you kind of fill that void, that competitive nature and stuff like that? I felt like business world really came the closest that I could find. So, you know, just kind of stumbled in. I started answering phones, actually, and then I just kind of worked my way through different positions and
00:02:13
Speaker
Very fortunate to have a great ownership group that, you know, allows us to do that type of stuff and so we're here now. That's awesome. And so was this your first like real job? No, I had some other jobs. Yeah, I had other jobs before but this was probably the first real job. But yeah, I started answering phones and went into marketing and, you know, over the course of a couple years and kind of found myself in every department.
00:02:36
Speaker
And, you know, here we are. Who better to be CEO after you've been through every farmer, right? I guess. Yes. I hope so. So tell us a little bit about what Pro Athlete is and how did it start and what is
Pro Athlete's Evolution and Online Focus
00:02:46
Speaker
it now? Yeah, so Pro Athlete's actually been around since 1987. Brick and Mortar Sporting Goods store down in Parkville. Wes and Judy Hendrick, they both had day jobs, but they wanted to be entrepreneurs.
00:02:58
Speaker
and they decided to start a Jiffy Lube franchise of all things. But before they did that, their son Scott, who's our owner and chairman, he was looking, he was a really good high school athlete and he was looking to get a letter or patches put on his letter jacket and couldn't find any place in the Northland that had good service. They wouldn't answer the phone, stuff like that. Light bulb went off for them and said, well, let's not do a Jiffy Lube franchise. Let's do a sporting goods store.
00:03:24
Speaker
So they did that and just sold everything, shoulder pads, helmets, jerseys, bats, gloves, all those types of things. And then he got back involved after college and he actually took the company online in like 1999, right? When the internet was a thing.
00:03:42
Speaker
We've moved around a couple times. This is the third different location. We've expanded here and stuff like that. And we're always kind of doing different projects to make the space work for us. But we just sell bats and gloves and now pickleball paddles all online now. That's awesome. So most people probably don't know pro athlete, they know just bats.com, justgloves.com, justpattles.com.
00:04:03
Speaker
That's really, really cool. And so and to your point, that's I think it's part of the success as you guys got on pretty early, like you said, and like 1999 with the just bats and just clothes.com. Yeah, I remember Scott saying, like, I think we were the first people to offer free shipping. I was like, what? And he's like, no, like, I don't know of anyone else that offered free
Competing in the Niche Market
00:04:20
Speaker
shipping. And of course, now it's. Yeah. Yeah. But yeah, Pioneer, you know, being online and we've had, I think,
00:04:27
Speaker
eight to ten different websites throughout the years and then they've all just kind of turned into bats, gloves, and paddles and we don't try to sell other things that's kind of what sets us apart from some of our competitors. We don't do cleats and helmets and all that stuff anymore we just laser focus on those three things.
00:04:44
Speaker
I mean, it's in the name. It says just right. Kind of weird to sell a bunch of other stuff, right? That's right. So just for scale, you know, maybe somebody who doesn't know per athlete or, you know, you know, how big are you guys as far as like a retail side of things? Is that something like, yeah. So like without getting into like specific numbers and stuff, but we're, I mean, our biggest competitors are Amazon and Dick's. So it's Amazon, Dick's of us. And there's obviously other ones, but yeah, that's, that's kind of the company that we're in. So.
00:05:10
Speaker
And I think one of my favorite things about I've known you for years, I got to tour this facility years and years ago and it really is a hidden gem. Nobody knows this is here if you try to buy it. But you guys have won so many awards around online shops and culture and so what are some of those titles that maybe you're most proud about and what does that mean to you?
00:05:29
Speaker
Yeah, I think probably the best one or the one we're most proud of is probably the small business of the year with the Kansas City Chamber. You know, we were in the running for it a few times and came up short and then finally got it in 2020 when the pandemic was going on. So all that was virtual and everything and I think it just
00:05:46
Speaker
showed us that we were built for tough times.
Facility Design and Memorable Stories
00:05:50
Speaker
All the core values and stuff that we have really got us through those times. I also think the Newsweek recognition for our websites, just having a good, well-built website, good recognition for our development team. We have a full dev team that builds our websites and stuff. We don't use Shopify or anything like that just because they didn't have that back in 99.
00:06:12
Speaker
So that was like really good recognition. I think three straight years we've been in, you know, the top online sporting goods category and then healthiest. We've won some awards here in Kansas City and then nationally. I think one year we were named the third healthiest company in America. So healthy employers organization. So that was pretty cool to see.
00:06:31
Speaker
Being that we're in Kansas City, and I'm a huge fan of Kansas City, we've gotta talk about the walls that are surrounding us, and then I know people come through here and tour all the time, so let's maybe talk about that for a second. Yeah, so the wall pads, these are all from Coughlin Stadium. I think when the All-Star game came, they took them down, and we were able to utilize them here. Not a lot of people had a space big enough to be able to utilize this stuff, but yeah, there's banners from the World Series and the Wild Card game, and then all this whole,
00:07:00
Speaker
Padding from from the stadium. So and yeah, we've been lucky we try to make it look You know like a sports organization because we have a lot of people that roll through here baseball players if they're in town, you know might come and just check out the facility so we would get those relationships built through like Marucci and Rawlings and Wilson and
00:07:18
Speaker
They might have a player that they sponsor and they want to check out the facility when they come in that George Brett came in, you know, one time he used to come up about once a year and eat lunch. And we actually have a room upstairs kind of named after him. It's this big room. It's called the signature suite now. And it's just all whiteboard walls.
00:07:36
Speaker
One time they were in there having a meeting talking about marketing. We actually sell Brett Brothers bats. We're the exclusive provider of those. And he was touring around his first time and they just like walked into this room. And he's, oh, sorry, you know, didn't mean to interrupt. Everyone's like,
00:07:51
Speaker
It's okay. You're George Brett. Like, you know, what are you guys doing? You know, just, he just gets right into it like he does. Oh, just having a marketing meeting, you know? Oh, marketing meeting, huh? Walks over, grabs a marker off the table, goes to the whiteboard, writes, sell more Brett shit. Number, GB number five sets the marker down and walks out.
00:08:11
Speaker
And so ever since then we framed it in and like clear coded over it. But he wanted us to sell more of his bats and we renamed it. It was the project planning room. We renamed it the signature suite. And then one other time we were doing a take your kid to work name and you know.
00:08:26
Speaker
Kids love coming up here. They'll play dodgeball. They do not get a good glimpse of what real work is. It's like recess all day. But one of the things we did, we had the guy that cuts hair for the Royals at the time. He's famous for doing the Hosmer haircut and stuff like that. We were like, let's get him up here and cut the kid's hair and stuff like that.
00:08:46
Speaker
I don't remember exactly, but he got a call from Travis Kelsey, who was headed to the airport or heading out of town or something. He cuts his hair too. And Travis wanted a haircut. It's like, well, I'm up at this place. And he asked, is it okay? It's like, yeah, it's okay. If he comes up, please. So, you know, you, Blake and Travis Kelsey sitting in our spa, getting his haircut, you know, years ago, I was like, that's pretty cool to see nowadays. That is awesome. Well, he's definitely exploded since then, for sure. It's gotta be the haircut. It's gotta be. It's gotta be. Yeah.
00:09:14
Speaker
That's so awesome. And so you talked a little, obviously we talked a little bit about storefront and your storefront only. And I know that you weren't here when the transition went from online, you know, the the Storting Goods stores to online, but I'm sure that's come up many times. We should open a store, we should do this. So maybe talk through some of that thought process of why you've decided to stay only online and not really retail in stores.
Online Sales Strategy and Pandemic Pivot
00:09:35
Speaker
Sure. That's a great question. We get asked a lot. I think we think about it a lot too.
00:09:39
Speaker
But I think the laser focus that I talked about, you know, just focusing on specific products, but then also just being really good at one thing and not trying to be okay at multiple things has served us pretty well. I don't know where we'd start if we opened a brick and mortar store because we don't have people in here who know how to do that.
00:10:00
Speaker
And I don't want to just assume that we can pick up and do it. So I think we kind of steer away in that regard. We're really good online. We know what levers to pull and stuff like that. We wouldn't really know where to start, I think, if we tried to open up a brick and mortar. So we just try to make a really fun place here to hang out instead of having an actual storefront.
00:10:19
Speaker
It makes sense. And so, you know, you mentioned pickleball paddles, kind of the new things, just bats, just gloves, and just paddles just came along a couple of years ago, right? So maybe talk about the trends. How did that come up? How did you decide to do that? Yeah, great timing, right? In the middle of a pandemic, we're like, hey, let's start a company. But actually, we kind of laugh at that. But I actually think that's what made it so special is, well, everybody else was focused on other things. We were too, you know, trying to get through the times, but it's like,
00:10:46
Speaker
let's do something that probably doesn't seem like something we should do right now and kind of have your back against the wall from the beginning. And I think that's kind of helped us get to where we are. But yeah, we just saw it kind of, you know, a chicken and pickle. And, you know, I played back in high school on like a basketball court, you know, and kind of remember the game was like, I kind of like that. So it's fun to kind of go and play and see the growth and then just go, all right, we can we know we can sell other people stuff online.
00:11:15
Speaker
we were debating whether to go that route with it just paddles or to just start our own like paddle brand or something like that and debating back and forth and we're like hey we know how to do this kind of like why don't you open your own yeah physical storefronts like oh we don't know how to do that but we do know how to do this let's go do that so
00:11:32
Speaker
And so have you found a big difference in between selling bats and gloves and paddles, or is it pretty much didn't fit right in line with what you were already doing? Yeah, a lot of it was very similar. You know, we were very thankful for that. We didn't want to have to learn a whole new thing, but the.
00:11:48
Speaker
you know your customers and stuff are different obviously price points and stuff like that even though paddles are getting to be pretty expensive too but I think that's the biggest thing just you know the customers are different in baseball we're like trying to get the kid to influence their parents on what that they want but the parents are inevitably paying for it in pickleball we're usually going right to the person that's using the paddle so
00:12:11
Speaker
It's awesome and so do you work with, obviously I know you're selling a lot, do you ever work with facilities to sell directly to facilities much? Yeah so we've tried that a little bit but I think it kind of goes back to we're not as good at that part because we've just never done it.
00:12:27
Speaker
you know kind of the grassroots stuff going to tournaments and trying to you know find facilities we've we've tried it in baseball we've tried it in pickleball and we've just never really found our stride in it but it's always something we're trying to do i just kind of keep going back to we're just way better at writing a good organic post for or a blog post for organic and pay dad spend and stuff like that we don't know as much how to like
00:12:51
Speaker
set up a cool booth at a trade show or something like that. And sometimes when you're like weighing, should we spend time trying to get good at that? Or do we just turn a few dials over here with the online machine? Usually that wins out. Yeah. One of the things I always say is the riches are in the niches. So the further you can niche down and find out what your, you know, who your demographic is, it's easier to sell them once you know who they are, right? If you're going for everybody, it's like, man, I got a market to everybody, right?
00:13:14
Speaker
Yeah. Um, so that's really cool that you guys have been able to stick to that because I've definitely not. I've tried at all. Right. It's with Casey crew. I was like, let's add tennis and let's add this and let's add that. And it was like, man, those didn't work. And we ended up chopping them all down. So it's great to come easy for us. Cause like, I'm that way too. Like I want to try everything. And then sometimes I have to be like re centered. Everyone's like, come on, man. Calm down. Keep focus. Okay.
00:13:34
Speaker
That's me. I'm the idea guy. Let's do this. Everybody's like, wait a minute. Wait a minute. You had like three ideas last week. Let's focus on those. Definitely can relate to that. So just to reiterate, you were 100% individuals coming to your website and buying gloves and bats and paddles. That's amazing. Yeah. Yep. So that's it. So Google and, you know, I'm just really out in that search engine, stuff through social on our email and things like that. But yeah, that's where most of it comes.
00:13:57
Speaker
That's awesome. Well, we're definitely going to talk a little bit about culture because you guys just dominate that and I love it. We're sitting. I know it looks like we're sitting in like a sports facility. Well, it's mostly storage of bats and gloves and then office space. And just your guys' office is absolutely amazing for your employees. But I want to talk about maybe like for facilities, somebody who's watching this that's a manager and owner.
00:14:17
Speaker
you know, if they're looking to be like, hey, we're really doing well with our facility, we're looking to add something else that we can offer, you know, and they're looking to maybe have a storefront or something like that, maybe some of the tips that you would give somebody looking to offer sports, right? Like if I'm Heidi Arena, and I want to start selling basketballs and other equipment like that, maybe some tips around what they should think about for an online store.
00:14:35
Speaker
Yeah, so I think like kind of twofold, you know, we we just sell other people's stuff. But then if you want to design your own stuff, you know, that's a whole nother deal. So I think first deciding you just want to sell other people's products, other brands, or do you want to design something of your own?
00:14:50
Speaker
And then, you know, depending on which one of those you choose, there'd be different paths. But stick into the just selling other people's products, you know, like different pickleball brands and stuff like that.
Inventory Management and Core Values
00:15:00
Speaker
I think you got to have the right stuff. You know, we're, I think, known because we have everything. And so new brands and stuff that come out, people hear buzz on social. Hopefully when they get to our website, we've got that brand, especially with pickleball. New stuff's popping up all the time. Baseball is more established. There's not.
00:15:19
Speaker
a ton of new brands, every day there's some new pickleball paddle brand or something like that. So have the good stuff, all the brands that people want. Just because you carry one paddle for a brand doesn't mean you need to carry everything necessarily. Because I think you can get yourself in trouble if you're overextended on inventory. I think a lot of us learned during the pandemic, we were all trying to get our hands on every piece of inventory we could. And then a lot of companies now are
00:15:48
Speaker
you know running out of space and they don't have enough room for inventory and how much of that inventory is really good selling stuff and how much of it is you know stuff that maybe more so um i would say the right inventory is good and then you know as far as like placement and stuff in the facilities and stuff like that you know not 100 sure but
00:16:07
Speaker
we always just try to wow people, you know, with whatever we do. So if we were going to set up some kind of a storefront in a facility, it would be eye-catching. You know, we would probably do some kind of interactive thing, too, to get people in there. You know, batting cage is easy, but a way to hit the paddles and stuff like that, because we get a lot of people that want to do demos. And it's not like the easiest thing to do in an online model. But it's like, I'm not going to keep fighting it, because the industry is saying, like,
00:16:34
Speaker
demos are common. So we got to figure out a way to do it or come up with some other way. That's awesome. Any tips on inventory, right? Like you mentioned, like any tips on like, all right, if this isn't selling or anything around inventory that you guys have learned, I know you have an amazing system. But yeah, a lot of it's driven by years and years of, you know, doing things right, doing things wrong. And so we have we call it sabermetrics on the bat side. But it's just these algorithms that kind of tell us what to do from
00:17:03
Speaker
what we've done for all these years. That's awesome. Yeah so I couldn't even explain it all to you because not that smart but when you have a lot of data and stuff like that over the years it's easier you know to be able to do that stuff but I think it just goes back to again having the right inventory and you're never gonna be perfect on it.
00:17:19
Speaker
This brand that comes out that you thinks the next big thing they may not be, you know, but we try to give everyone a fair shot because we don't want to miss out and we want to make sure we're providing the best stuff out there for everybody and not leaving anybody out that might want something. Sure. That we don't have. Awesome. Well, thank you for those tips. So let's talk a little bit about culture. You want to tell me about your culture. I'm sure you have a spiel that you give. Let's start there. Yeah. Gosh, where to even start.
00:17:45
Speaker
A unique culture, I would say, but I think every company has their own unique culture in a way. It really revolves around our core values. I'm sure we'll talk about that a little bit more, but that's really what sets everything that we do. I remember during the pandemic where sales dropped off 95% right in the middle of our busy season. Literally, we went from doing
00:18:08
Speaker
quite a bit per day to none, you know, and what guided us through that, like how to manage through was the core values. I remember thinking, gosh, we can't afford to do, we do $1,500 a year to every employee to donate to whatever charity they want. I'm like, we can't do that, you know, and that's like, whoa, stop. Yes, you can. Like, that's what you do. And I remember saying, we're not only going to give back, we're going to give back more than we ever have, because there's companies and people out there
00:18:36
Speaker
that need more help than we do. And so I think the core value set that culture. The things you'll see around the facility and all that stuff are the things you probably read about in articles. That's the icing on the cake. That's the things we talk about and people wow about, but what really defines the culture are core values.
00:18:56
Speaker
That's awesome. And I think we talked a little bit about that with Chuck Stollery of the US Indoor, talked a lot about recruitment and training, and it really starts with, and I talked a little bit about replicating yourself, right? And it's like, you can't really find another you until you know what drives you, right? Your goals and your value. So, and it's funny, when I started my business, I didn't have values or any of that stuff. It took about four or five years before I defined it, but you're absolutely right. Once we defined it, it's the thing we go back to every time. We have questions on, should we do this?
Hiring Processes and Cultural Fit
00:19:21
Speaker
Should we do that? Or hiring? You know, it's really important. If you don't align with these values, you're probably not the right person to work with.
00:19:26
Speaker
those. Well, and that's good to hear, though, too. You know, you got your values later, just for everyone. You know, 1987 is when pro athlete was started, the core values were created in 2009. So it's like, you don't have to have them right out of the gate, you probably don't know them right out of the gate. But
00:19:42
Speaker
every decision you make along the way kind of guides you towards those. And, you know, I think that's what I said, we're sitting here. That's what defines every decision, like to build the pickleball court, you know, to hire someone, to fire someone, to partner with somebody, all those things we run through the core value process.
00:19:59
Speaker
Yeah, and it makes it real like hiring and firing makes it really clear, right? Like firing is specifically like, hey, these are core values. You're not living them, right? So you're probably not a fit with our company. That's right. So yeah, and I think I read that you guys have a 10 step hiring process. So yeah, I'm sure values go into that. But can you talk a little about that process? Yeah, the first step is the core values. So after you apply, if you kind of move on, we send a core value recorded video.
00:20:26
Speaker
and we just shoot you 12 questions and try to get to if these core values resonate with you. I love that because we always say we hire for culture first and skill second and we can figure out the skills. You obviously have to have some experience for certain roles but I know over the years we've let go of a lot more people because of the
00:20:48
Speaker
core value, you know, culture mismatch than we have on skills and stuff like that. And it's just been one of those things that we've had to kind of refine. But yeah, I think 10 steps. It's not always perfect. I mean, it's.
00:21:04
Speaker
We miss, and if we added 10 more steps, we'd probably still miss. But I think with hiring, I've learned a lot lately that, man, it's so costly to get it wrong. You're going to get it wrong, but it's so costly at dollar-wise, which is fine, but the hit to your culture is even more costly. We hired an HR person, I don't know, it's maybe been 10 years ago, which kind of prompted us to do the 10-step process.
00:21:29
Speaker
on paper this person was I mean perfect and within two weeks both of us agreed that not a good fit it wasn't just me saying you're not it's not really working out right coming to me like I don't think I fit here and it was like it was so cool it was like how do we articulate that and make that known up front yeah instead of like somebody uprooting their lives and coming in here because it didn't feel good for him it didn't feel good for us
00:21:53
Speaker
But we didn't have a good way at that time to showcase what our culture truly was on the front end. And that's what we focused on with the 10-step process. But I would rather take a long time to get somebody in and get it right than to rush it because you need a position filled. It's going to be way worse if you get the wrong person in that position.
00:22:12
Speaker
And I think it's so important, like you said, 10 steps, 20 steps. It doesn't really matter. The purpose is making sure that it's clearly communicated of what the purpose of working here is, what you can expect. Like setting expectations, in my opinion, is the most important thing across everything. And so now they know what to expect. So they're able to see once they're here, this isn't what I, you know, I expected this or this is what they told me and they were right. And that's actually not what I wanted. And so they're able to come and tell you that. And we've had the same thing happen since we've, we did a big hiring change, put a lot more steps in place.
00:22:41
Speaker
really created a hiring funnel, which is what most people don't think about. And that's what your 12 steps are, right? It's funneling down to find the perfect employee. But we had the same thing happen. It was a month in, the same thing. The person was like, I don't think we fit here. And we were having the same conversation. Like we don't think that, and so it was perfect. And so I think it's important because we finally set the expectations of what our goals are, what your goals are going to be. And if you're not meeting them quickly, you're able to figure that out sooner than later, instead of spending a year of everyone being uncomfortable or not happy. And then like to your point, wasting a lot of that money that goes into it for sure.
00:23:11
Speaker
So what do you, after you get through the values, you know, what are some of the couple other steps that you kind of look at? Yeah, so we do like two or three, I'm not 100% sure now, but two or three pre-recorded steps. A trick we learned, because I think it's really hard to get a group of people to hire somebody together all at the same time.
00:23:29
Speaker
So this pre-recorded thing, we have, like I said, we send out 12 questions and then there's the next step where these things called how we play the game and they're like a subset of the core values. We send that out to them and they record themselves answering the question. So it simulates like an in-person live, but everybody that's there to hire doesn't have to all be in the same spot at once. So there's like two or three steps before we actually do a live like video call or something with the person.
00:23:58
Speaker
But we do Culture Index too, which has been pretty valuable. We don't use it as a black and white thing. It just gets us in the ballpark, like how this person's wired. That really changed my life, Culture Index. It made me look in the mirror about how I'm wired and how being impatient and stuff like that can be viewed negatively to people where I thought it was just me working harder and trying to get things done. Well, some people think that's kind of intimidating.
00:24:26
Speaker
Like, OK, so a 2 a.m. email is not cool. And it's like, but I'm working, you know, and all these things core or culture index really helped us like do that. So we decided to do that on the front end for people before they come in. So we know this person is more introverted, they're more extroverted.
00:24:42
Speaker
you can handle the interview process better if you kind of know how they're wired. Yeah. So that's a big part of it, too. Totally agree. We started doing that as well. And it's amazing. Like you said, how to communicate with them, right? Like this person does want to be communicated this way or doesn't. And to your point, I'm the same way of the working at 2 a.m., things like that. And I've learned along the way. I had someone be like,
00:25:00
Speaker
I just can't respond to you on Sunday at 1. You know, I'm like, oh, I don't actually expect you to like I didn't think about that. So now we obviously tell people that like, hey, I am not expecting to work nights and weekends. I may and I may get things off my plate, but I'm not expecting you to do that. You need to prioritize it accordingly, right? And so I think that was a big eye opener for me as well, but.
00:25:18
Speaker
The Culture Index, I think, to your point is, you know, it helps you get you in the ballpark of just communication is so important. But also we take it in like all of our company has now taken it. And when we hire for a specific role, we now know what we're looking for for that role, because that's what makes this role successful. And so I totally agree that it's a game changer. I can't remember we use Culture Index or not, but I know you've mentioned that before. And there's a bunch of them out there. You know, that's the one we started. But I think all of them kind of get to the same spot. But even things like I kept handing people
00:25:47
Speaker
these big strategic things to do and they didn't always do them or they would do other things first. Someone handed me that. I would be so excited. I love a blank sheet of paper and get to dream and stuff like that. But a lot of people, that terrifies them. I wouldn't want to sit and just do tactical things all day, every day and not get to dream and come up with all these crazy ideas. When you can understand that more, you can relate more. I mean, literally on this court,
00:26:17
Speaker
the culture index person that that runs it for us um got everybody out every employee in the company at the time and just started naming people he goes you go this way you go this way you go this way and we blink and the company i don't know how many we have the time 60 30 or over here 30 or over here and he goes does anyone know how i split the group no he goes introverts and extroverts and you look and you're like
00:26:40
Speaker
and that's called B in the culture index, like it's social. And it's like, oh my gosh, that is right. But oh wait, so you're an introvert? And then they're like, yeah, I really don't like to talk. It's like, oh my gosh, I've been like tormenting you, talking to you at lunch for all these years. Like just this big eye opening experience that I'll never forget. And I think it just has helped me relate to people and people relate to me and it's been great. Yeah, that's awesome. So what step do you actually meet them in person? It's usually like,
00:27:10
Speaker
Three or four. OK. Well, it's actually probably in person, like not on video. It's probably even later than that. OK. Because we've incorporated a lot of that up front. So, yeah, but it's kind of ever changing, too, especially everything's kind of after the pandemic altered stuff, I mean, which the facility is so different than it was. There are not as many people coming in and stuff like that.
00:27:33
Speaker
I think I may steal that group idea of the video thing because right now that's we ours goes through multiple steps. The last step is coming in in person and everyone in the kind of office that will be working with them sits in on the internet. That's great. So it's like everybody and then I realized that's a big that's a big bonus not just for the person you're hiring but your team they now feel ownership and hiring that person like
00:27:54
Speaker
when you bring somebody in and just like, welcome to the new, you know, welcome this new person. Everybody's like, who's that? Like, you know, they're kind of like, I didn't really know this person was coming in or whatever it may be. But in this scenario, it's like now they helped hire them. And so now they want them to win and want to champion. So they're more willing to help them with other things. And but to your point, I love the video idea, though, too, because not necessarily have to make everybody in person for that. So I really like that idea. I might have to steal it. Yeah, it saves a lot of time. Like, if you didn't get time to watch the interview in the day,
00:28:23
Speaker
you can do it at 2 a.m if you want, you know, and grade it and then it's not bothering anybody or anything like that. Yeah, so I know you guys really value equity, diversity, and inclusion, so what are some of the ways you incorporate
Employee Benefits and Diversity
00:28:35
Speaker
that? Yeah, I think that's like an
00:28:37
Speaker
ongoing thing. I don't think we're anywhere near where we want to be and that something that we rolled out this last year was this thing called flex perks that years ago we created all these perks over the years you know like charity money and spa and player development for like education and all these different things because we thought they were cool
00:28:59
Speaker
I thought they were cool. The management team thought they were cool, but it's not a one-size-fits-all. Everybody's situation is different. Some people have kids, some people don't have kids. Some people want to work late at night, some people want to work early in the morning. It felt like it kept getting harder and harder to do a one-size-fits-all perk program, and this fits into having a diverse set of offerings.
00:29:22
Speaker
we decided you pick what perks you want. So now we fund everybody monthly and through this software, I can't even think what it's called, but then they can use it for a gym membership if they want. They can use it to get haircuts, they can use it to door dash if they don't come into the building. Because during the pandemic, everybody was up at home
00:29:42
Speaker
And some of the reasons you might work here, you might, hey, I get free food. Hey, I get haircuts. I get all this stuff. I get a gym. And it's like, well, now we just stop that for people. No, let's get that back. So now we're going to do this hybrid thing, right? You can get all those perks that made you want to come work here, but you can get them wherever you want. Now it allows us to hire outside of Kansas City. We have someone who's in Milwaukee.
00:30:06
Speaker
He has the same perks that somebody. So that was a big thing, like trying not to just pick what I thought everybody would like. But then as far like hiring, there's not a lot of diversity in baseball. And we've struggled with that on our hiring forever. We get a lot of former baseball players that want to work here and stuff like that. And while that's great, I don't want all of the same type of people. We want people from different backgrounds who have experienced different things.
00:30:34
Speaker
And that'll be the best combination. Just like in your culture index, you don't want all the same patterns. You want people that look different, think different, or from different places. And I think we've got a lot of work to do on that front. But what we've learned is we need to go to the core of it. And we need more diversity in the candidate pool. It's not about just hiring different people. It's about
00:31:01
Speaker
receiving different applications and getting people aware of your company. Like you said, a lot of people don't even know us, you know, but the ones that do are probably baseball players. So if we want to hit pickleball players and people from different areas of the country and stuff like that, we need to be more focused on getting them before they actually apply and stuff like that. And, you know, I think that's been something we'd focused on and stuff like that. But we've got a long way to go. I think it's something that
00:31:27
Speaker
We'll never be done and stuff like that, but something that I think we're more focused on now than ever.
00:31:34
Speaker
What are some of the ways you've gone about finding, getting people to apply from different areas? Yeah, it's been hard, I'll say. I think trying to educate ourselves on some of the different programs around Kansas City, so talking to people like you and other business owners and people that have used different job boards and things like that to try to get a more diverse candidate pool. I think also working with Urban Youth Academy,
00:32:01
Speaker
a company or an organization that we have done a lot with in the past, but picking their brain on how we can be more involved there. Some of the most impactful stuff that we've done since the pandemic was the work with the Negro Leagues Baseball Museum. So I think reaching out to them when I knew people couldn't go into the museum and kind of being a part of their family now and stuff like that, there's a lot of great benefits that come.
00:32:26
Speaker
Kiana over there we you know pick her brain all the time on how to be better at different things so I think I think those are a few of the things but I I just think we have so much more work to do and it's with baseball being not super diverse I think it's a really big undertaking that a lot of different organizations and people need to put focus on you know I was talking to someone at Davidson Architect
00:32:50
Speaker
um one time and they said there are not a lot of female architects so they created programs to try to get more females to get into that field it's like that's the level of detail i think we have to get to is how do you get more diversity down at the youth sports level because then they're going to grow up loving the game and then the same with pickleball and stuff like that so i think that's where our heads at now it's just a matter of executing on it
00:33:14
Speaker
Yeah, definitely a long-term thing, right? That's not something that changes overnight. That's awesome that you guys were thinking about that. So I know you mentioned, and anybody listening was probably like, did you say haircuts and a swan? Yeah, you guys, I mean, you have so many cool things at this facility. And if you rip all those away, I mean, you're really a warehouse that you ship equipment, right? You ship different things. So what made, were all those amenities here when you first started? And what made you, you know, if not, you know, what made them come to be and how have you guys evaluated what you're adding and when you're adding? Yeah.
00:33:42
Speaker
Not all of them were here when I started, but the foundation was there, so the cafeteria, but much smaller, you know, it was just a little area with, we had a chef at the time, still do, but then we expanded it because we, you know, wanted it to be awesome and have
00:34:00
Speaker
glove leather benches or booths and glove leather lights and a baseball bat shaped buffet table like all those little things that are kind of typical pro athlete all the details um i think it's just like you look at the things that people do outside here and you try to bring as many of them in here as you can so when people are here they can do those things and when they go home they can be with their families and not have to worry about getting a workout in or getting a haircut it's like
00:34:25
Speaker
But whatever your family situation is, we want to enhance that. We don't want to take away from it. So when you're here, do those things. Don't do them on your family clock is kind of a thought behind it. And then the other thing, some of it's really fun. It's really cool to be able to come down here and play pickleball and shoot baskets in the middle of the day.
00:34:47
Speaker
not have to go wait in line to get your hair guides. A lot of it's time saving too, you know, and efficiency. You'll see like meetings on people's calendars and it's like, you know, talking about SEO, talking about paid advertising, talking about inventory, getting a manicure. I mean, it's just like that. Like that's a day in the life of pro athlete. And I think so many people are scared to do it, but it pays for itself. Everyone, when we do all the tours through the facility, which we used to do a ton,
00:35:15
Speaker
It always be like, hey, pull me to the side. How much does this really cost you? Like, it doesn't cost. It pays. And when you start thinking that way, because then you get the best people, they're willing to work hard for you. They feel taken care of. It pays for itself. Yep.
00:35:30
Speaker
Giving food to everybody, you know, each day, it seems like it would cost a ton. It really doesn't in the grand scheme of things. There's really not that many places to eat up here where we're located. We have a great chef and people feel taken care of. That's probably the number one perk when we were all in the office and everything is the food. See the bonding and the relationships that are formed over eating and stuff like that. And it's really cool to see.
00:35:54
Speaker
Well, and to your point, I mean, you know, most people don't take the breaks they should take during the day, right? So like people are just grinding and they just get burned out and they just keep working on stuff. And it's like, you should get up every couple of hours and walk around or stretch or do something. And so things like that just give them the opportunity, right? Like I'm worked for three hours. I'm gonna go get a haircut.
00:36:10
Speaker
mentally it's like you're able to take a break and you come back refreshed right and so the other thing is like they're not for lunch or dinner or whatever it may be where they're eating here they're not having to drive 20 minutes somewhere sit and wait to get it and come back so they're probably in lunch in 30 minutes right and getting back to it so to your point it's saving but it's also you know such a cool perk as an employee like you know it's a win-win-win which is the only way I look at things and I just love that you guys have been doing that for so long it's so cool and I admire you
00:36:36
Speaker
where your office is like you've got all that stuff right there too you know it's like that was genius you just have it all right there you know you got it all yeah luckily it worked out i don't think we have a lap pool okay but uh but we do have the gym and then yeah it's for me that was definitely foresight and when they were building it was like i want to be here because where else should we be right where else should a sports group and software and so yeah it's definitely been really cool i love seeing my employees go out and shoot baskets or go walk on the track or you know the gym they have a we have a barbershop there too but
00:37:05
Speaker
But yeah, I love it. I love it, man. I think it's so cool. And I did get to tour and sign. Are you still letting people sign? Yeah, it's up there. So we got a bunch of different signatures and stuff on the wall up in the contact center. That's awesome. And maybe let's just came to you. Let's talk about that software that you have like for customer service, because I think I don't know if you still have the same, but it was like on deck and like all the cool things about your customer service just kind of blew me away. And I know you built that in house, but maybe just go over that really quick because it's really cool.
00:37:34
Speaker
Yeah, so I remember when we were kind of looking to take the contact center to the next level, it was all about data at that time. We didn't really have good data back like 2010. We didn't know how many calls we were getting and like call wait time. That just wasn't like a thing really back then, but we knew we needed that. So we started like looking and teamed up with a company called Servicemark Telecom here in Kansas City. They're actually in our Hall of Fame for that project. And it just became like trying to
00:38:03
Speaker
make everything similar to a sports organization. So with that, it's a lot of scoreboards. You know, you're in that world too. It's like people are competitive. So what do you do? Well, you throw up like a scoreboard that has all the data and then even like rankings for who's getting the best grades on their calls and stuff like that. And you start to elevate everybody's output. But yeah, we would record like how many people were currently on the phones. And then you mentioned on deck.
00:38:30
Speaker
baseball puns galore in here but that's how many people might be waiting and you know live chats and all those different types of things but getting that information out there for everybody to see helps educate the employees and they become better employees like the warehouse they know how many uh orders are in queue they know how many are this type of order that type of order
00:38:49
Speaker
and stuff like that. So then they start to probably ask questions, like, oh, that's cool. We did a lot more orders yesterday than today. It's like, well, yeah, Mondays are busiest day of the week. And then they're starting to get smarter and learn the business more just by looking up at a scoreboard. And it's just fun for everybody. So cool. Yeah, that's awesome. So back to benefits. What do you feel like for somebody like me or other companies who are like, man, really thinking about their culture and benefits, what do you think the first place they should start with is?
00:39:16
Speaker
Yeah, gosh. I mean, the simple one, I think, is the food as a cool perk. People really appreciate that one, I think. And it's pretty easy to do. You don't have to have a chef like we do in a full kitchen and walk-in cooler and stuff like that. Just start with bringing food in once a week or ordering DoorDash or something once a week, and then just see how that works. We do pay for 100% of the employee and their family on health insurance.
00:39:42
Speaker
That's probably one of the biggest ones. Healthcare is expensive and stuff like that. For us, we've been doing it for so long. It's kind of baked in there. Yes, it goes up and things like that. And it can be tough to continue to offer that. But we get a lot of feedback that everybody feels very taken care of because we offer that. The 401k thing, we do a pretty good match on that.
00:40:04
Speaker
That's been cool to see. There's a lot of people that are really into retirement stuff and really looking at all that. So that's been really good. But I think you can take some of the stuff that we do or really talk to your employees about what's important to them. Because like with our core values, those were built by the employees. Everybody came together and said, this is what we think these should be. Kind of like you talked about hiring.
00:40:28
Speaker
Let them be a part of that decision. You might think you know what they want. That goes back to the flex perks thing that I said. I thought I knew what they wanted for years. This taught me that I didn't. Now, you can't sacrifice the core values, I think, with the perks. I think you still have to try to align those. But outside of that,
00:40:47
Speaker
Well, what do you care what that person does as long as they're fitting within your organization the core values? Like I said, the childcare thing was one we really wanted to do forever and we could never figure out how to make sense of it. Well, now they can take that stipend that we give them and use it for that. The person who doesn't have kids is like, why are you offering a childcare thing? I can't use that.
00:41:06
Speaker
And it's like, ah, let's not try to guess. So maybe long-winded, maybe my best advice on the perk front now is try not to do a one size fits all thing. Try to find a way to be flexible and let everybody make their own perk package as best as you can. How you do that, I don't know, but there's ways out there to do it.
00:41:25
Speaker
that's off. Yeah, definitely gonna have to ask you for more info on that flex perk because it sounds amazing. And, and that's where we're kind of at as a company, you know, we, you know, I have the three companies and we're trying to offer unlimited PTO, you know, I have similar to you, I was like, Oh, we got to get to 100% benefits got to got to got to right. And then when we talked to the employees,
00:41:42
Speaker
A lot of them are younger, still on their parents, still on their significant others. And so it was like, that wasn't the number one thing to them. So we got to 50% and then it added 401k matching instead. So for me, it was like, man, I thought it was 100% benefits. You know, I don't need that, but I just thought, well, everybody, so to your point, asking your employees what they want, let them be involved. You know, if you, if you've included them in the, you know, selling them on the goals and the vision of the company, include them on the building at day to day too. So I love that.
00:42:08
Speaker
So you mentioned 10 steps in hiring. You also have 12 core values. Are those the same values? Do you ever revisit those or the same values that your employees helped you build 10 years ago or in 2000? I think you said nine. Yeah, I think from 2009 to 2015, they were the same 11, I think. And then we added one in 15 and then added one in 2020.
00:42:30
Speaker
So we revisit them every year and are very scaled down version of like strategic planning. But that's really our strategic planning stuff is talking about the core values and those types of things. So yeah, I think it's impossible to.
00:42:46
Speaker
to pick them and never look at them again because things change so rapidly. We actually even found one, there were two of them that were kind of similar in their end result. It was causing confusion because if you did this one, it might be counter to this one. And so we got rid of one and added two more and all these different things. So I think it's healthy to look at them all the time.
00:43:09
Speaker
you know not put so much pressure to be like this is how we've always been you know you went from 87 to 2009 without even defining them you can go a few years and change them you know and stuff like that. What was the one you added in 2020? 2020 was the one around diversity and inclusion and stuff like that.
00:43:28
Speaker
That's awesome. Yeah, we don't typically feel like our company is moving so quickly. We don't really think that we think, hey, these are the values we're moving forward, right? And so I love the idea of revisiting. I was even trying to think of like how we would change them while you were talking. But, you know, most years, is it like a quick meeting of like revisiting or? Yes. And I think what we do, we try with our perks and benefits, or at least in the past, try to have something that we do for the employees or that we do as a company.
00:43:54
Speaker
that aligns with each core value you know it's like embrace stewardship is one of them so fifteen hundred dollars a year to each employee to donate to whatever charity they want create a university setting we give people money to go get educated and buy books things like that so you're trying to create a healthy work environment we have the gym and the healthy food you can kind of go down the line okay and so that's kind of those
00:44:18
Speaker
Again, it goes back to everything the core values at the top and it's just like this cascading if you do it, right? It literally you see it in every step of everything that you do hiring benefits The warehouse the contacts in our boards. I mean everything you do you see the core values hidden behind there
00:44:34
Speaker
I love that you're able to point to something physical for each value, too. That's really cool. Because a lot of ours, we talk and like, oh, we have communities, one of our values. Well, this is part of it. It's not really a physical thing. And I love that you're able to point to that. So that's definitely a goal of mine. But I bet if, I mean, just knowing a little bit about your business, going to one of your league games and seeing that's community. If I've ever seen, I look at the friendships that have been formed and stuff like pretty cool. Yeah. Well, thank you. So if you had to start all over today, what do you think you'd do differently? So much.
Remote Work Adaptations
00:45:05
Speaker
Gosh, I wish I would have got to the flex perk idea sooner. With the pandemic and everything, you know, we allowed people because we are online, they could work from home pretty easily. And a lot of people didn't come back and they're still working from home. Everybody asked the same thing. Are you serious with all these things? Food? It's like, yeah.
00:45:26
Speaker
I'm not going to fight that. We have an amazing facility and people can come up here and use it and stuff, but found that there's a lot of people that work better at home. As long as we're hitting the numbers and the goals and we're following the core values, I'm not going to make people come back in.
00:45:45
Speaker
And that just told me that a lot of the things we've done in the past are probably people that did things that maybe they didn't want to do. They didn't want to go to a happy hour. It's like, but I want you to come and like, all right, now you win because it's more important for you to get what you want, you know, than the company to be able to say they had some happy hour.
00:46:03
Speaker
So everyone can engage on whatever level they want. And so I wish I would have got to that sooner and it wouldn't have taken something like the pandemic to like for that to be fleshed out. But I still think it's been such an amazing experience. And I think we'd still continue to do just the bats, gloves and paddles and be very focused on that stuff.
00:46:24
Speaker
But yeah, I think the main thing is just having that realization sooner, not trying to do one size fits all for everything. Sure. I'm going through a little bit of that right now, you know, some people working from home, some sales people feel, you know, making calls all day, the office is kind of distracting. And so I'm curious, and same thing around like every get together we have as an office is typically around eating or drinking. And we've had younger employees come on, it's like, hey, I don't
00:46:48
Speaker
do those things. I'm trying to be healthy. I'm trying not to do this. So I've actually been thinking about this is like, how do you get your how do you let people work from home and skip out on these happy hours and still create a culture where you can get people together? Yeah, and I would love to hear everybody's takes. I don't think we've got it perfect yet. I think what we've kind of seen is they start to form bonds with their like departments and stuff like that a little bit more. Maybe they have similar
00:47:15
Speaker
things they like, you know, and we have a lot of different departments in here. We have developers and people that ship products and people that answer phones and marketing people and graphic designers and chefs and accountants, you know, and so the likelihood of doing something that everybody likes.
00:47:30
Speaker
It feels comfortable and is zero. I mean, there's going to be a developer that's like, I don't want to come to a big happy hour. It makes me uncomfortable. And I think for so long, I don't want to say I forced them, but it was like everybody came to those things. And now we've offered them and a lot of people haven't showed up. I think a lot of businesses would be mad. Hey, we're losing the culture.
00:47:52
Speaker
We're just adapting, you know, it's just like add in core values along the way. We're learning what works for this current group of employees and it'll change. There was probably a day where everybody will want to come back in the office and we'll be ready if that happens, but I'm not preparing, you know, for it yet. I'm going to let them kind of guide us to where we need to go. And right now the guidance is like the flexibility. I like being able to walk my dog in the middle of the day.
00:48:18
Speaker
cool, I'm good with that, your numbers, everything looks good, walk your dog. Be happy, have fun, because you're going to be a better employee and a better teammate if you're doing that stuff. Yeah, and that kind of matches our freedom. One of our values is freedom, and obviously I was in the military and so that's part of my values, but the freedom to make your own schedule. And that's what we do that after three months of being at the company. You basically earn your success, your freedom to
00:48:42
Speaker
make your own schedule, work from home. I don't care when you're in the office. As long as you're getting your job done and you're hitting goals and you're hitting your metrics, then, hey, have the freedom to go take a haircut in the middle of the day, walk your dog. To me, that's, I think, the biggest thing. One, it was such eye-opening for me when I left the corporate world to be able to do whatever I wanted, whenever I wanted to. And so I really wanted to give that to my employees, too. And I think that's been a big part of our culture of people leaving the corporate world, coming back and being like, dude, just the freedom of doing what I want, what I want, working late at night, working early in the morning is a huge thing.
00:49:10
Speaker
I think kudos to you on that because I think that's what we're known for amongst employees too, just that freedom. And I don't think a lot of businesses, they're scared to do that. Oh, they're going to take advantage. We did unlimited PTO and did the opposite.
00:49:26
Speaker
which I didn't want, I didn't want people to work more, but it was like, it didn't like, people weren't taking advantage of it. When you give people the freedom, they start to feel empowered. And they're like, wow, they really trust me. And we're not looking at everybody's calendars and hey, why are you walking your dog five times? Just look at the numbers. One of ours is focused on results, not work. They don't care what you're doing. Did you get there? I don't care how you got there, just that you got there.
00:49:52
Speaker
And we haven't really had any issues with any of that stuff. I mean, nobody's taken advantage and going on a six month vacation, but if that ever does happen and they're still hitting their numbers and stuff, that'd be an interesting one to figure out, but it's like good for them. Yeah. Yeah. And that's a new one we've added. The unlimited PTO is pretty new and the conversations we've been having more around like when you have the right people, you actually have to force them to take PTO. Like even though you have unlimited, it's like, Hey, you haven't taken much vacation. Like you need to take some time off.
00:50:20
Speaker
So that's the difference between having the right person and the wrong person, which comes down to the hiring process and the values. I mean, just so deep that people don't think about that, but I love that. So what are the next three years look like for pro
Future Plans in Pickleball and Innovation
00:50:31
Speaker
athlete? I think the big focus on pickleball, you know, seeing where that goes, it's such a.
00:50:35
Speaker
fluid industry right now with so many people coming in and leagues forming and buying each other and celebrities coming in. I think there's a lot of potential, a lot of excitement. We love seeing people out there playing and stuff like that. I think a big focus on that. We're also looking into the other side where developing a few of our products, we have the routine baseball brand.
00:50:59
Speaker
that we acquired in 2019. It's an apparel company in baseball that it's a little more product development and stuff like that, but it doesn't like flow through the main channels of pro athlete. It's kind of more, I would call it like kind of like an incubator type thing where we're over there trying some things. Had someone tell me, so you just want a place where you can take some swings, like appreciate the baseball pun. Yes.
00:51:21
Speaker
But it's like, that's what that's for, like, get over there and take some swings and fail, you know, and learn. And then, wow, some actually worked. Let's bring it into the to the mothership. So kind of working on a little bit of that. You'll actually see it in our facility. We created an area in the middle. We actually looked at offices and co-working spaces downtown to put this group of individuals that are more creative and
00:51:45
Speaker
Product development marketing driven, you know because the bats gloves and paddles were just reselling other people's stuff the level of creativity is just different and You know, I had someone once tell me I'm not gonna drive all the way up to the airport You know, they're more of a creative type and drive all the way up to the airport Like I want to be in the crossroads like yeah, we do
00:52:03
Speaker
we feel like there's more creativity and stuff down there. So we tried to look downtown, didn't work out, so we just created it in this building. And as you walk through, you'll see it, but it's got its own, I call it ecosystem, which is different. It's same core values, but they're shown differently. And it's more, it's stuff that we have never done before. Awesome. Yeah. That's awesome.
00:52:25
Speaker
Well, if you're looking to get a glove, a bat, or a pickleball paddle, check out Just Bats, Just Gloves, or JustPattles.com. If you're looking to revolutionize your facility with reservations, memberships, leagues, lessons, and more, check out FacilityAlly.com. Thank you so much for having us out today. Really appreciate it. We'll see you next time on the Facility Playbook. Thanks for joining us on the Facility Playbook.