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Recorded on: 
May 26, 2022

EventProfsCast: Full Interview with Yuvraj Saxena, Hubilo

If you're actively searching for the very best event tech platform, our Director of Client Experience urges you to "raise your bar and expect more from client experience and support." He also goes onto share  common problems we have solved and what skills to look for in your client experience team.

Host
Rachel Moore
Senior Director of Content & Community at Hubilo

Rachel Moore is the Director of Social and Broadcast Media at Hubilo, the hybrid event platform built for engagement and event excellence. She oversees Hubilo’s social media, influencer marketing, livestreaming, and podcasting initiatives. Rachel is also the public face of Hubilo, hosting their flagship events, their weekly livestream In Any Event, and their podcast EVENTtalks.

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Guest Speaker
Yuvraj Saxena
Director of Client Experience at Hubilo

Yuvraj has more than 10 years of experience working in client servicing, sales and relationship management in the Airline and Credit Card industry with some big logos to his credit. He's now using his experience with customer profiling, value proposition and need identification to transform Client Experience in the Eventtech industry.

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EventProfsCast: Full Interview with Yuvraj Saxena, Hubilo

Key Moments & Discussion Points

Welcoming Yuvraj Saxena, Director of Customer Experience at Hubilo
00:00 - 08:42

Rachel Moore, Sr. Director of Content at Hubilo, welcomes Yuvraj Saxena to the show. Yuvraj joined Hubilo in 2017 as Associate Sales Head but soon transitioned to the role of Director of Customer Experience, where he has remained ever since. He has been an instrumental part of Hubilo's customer support efforts and processes and has assembled a team of go-getters who believe, like him, in providing top-notch, round-the-clock support to the customers. He explains that during any event, virtual or otherwise, a myriad of things can, and often will, go wrong. And during such moments of crisis, reaching out to customer support seeking help can cost the organizers a lot of time and cause embarrassment. That is where effective customer support tactics come into play.

What makes Hubilo stand apart from the rest of the market?
08:43 - 11:39

Yuvraj tells us that what makes Hubilo unique and stand apart from the rest of the virtual event platform market, on top of our incredibly versatile toolkit, is our superior and deftly-crafted customer experience processes. To bypass the event day hiccups, Yuvraj explains, Hubilo installs a customer success person as a member of the organizing team right from the planning stage. On top of knowing the ins and outs of the event, our customer success person is also present at the event, ready to come to the rescue in case something goes wrong. Thus by providing near-instantaneous problem resolution, Hubilo ensures seamless and hiccup-free event management.

Seamless customer support requires meticulous planning
11:40 - 14:58

Right from the inception of an event, a designated Hubilo customer success person is involved in the planning process, thus making it possible for them to know the proper context of the event and all the critical points where things might go wrong on the event day. During the event, our customer success person monitors everything closely and is ready to provide support if the need arises. But for virtual events that last longer than a day, Hubilo delivers not one but two customer success personnel on the event day who work alternating shifts, thus ensuring continued support throughout the event. During an event, many problems can happen, problems that are specific to the nature of the event. In such cases, having in-depth knowledge and understanding of the event helps customer support provide speedy solutions.

Every industry needs a tailor-made customer support approach
14:59 - 19:59

Rachel and Yuvraj talk about how every industry is different and needs a custom-made customer support approach. You can't remain confined by set rules and guidelines in the event planning industry. You have to be willing to go above and beyond to meet your customers' requirements. Furthermore, capturing the entire lifecycle of an event, including customer-side jargon and lingo, is essential to provide better support.

The secrets of creating a dedicated and motivated customer support team
20:00 - 37:58

Yuvraj shares his secrets to building a team of motivated and passionate individuals who are ready to go above and beyond in pursuit of providing the best customer support services they can. He goes on to explain how while hiring people, he looks for people who show commitment and understand that they are in the line of dealing with dissatisfied customers, and it is their job to filter through their words and get to the root of the problem. Their end goal is to turn a dissatisfied customer into a satisfied one. That is not an easy task by any means, Yuvraj explains, and that is why you need quick and committed individuals with a knack for handling disgruntled customers on your team.

Transcript

Rachel Moore: How often do you run into the thing where they have  accidentally hit block in the in the in the browser pop up saying allow your camera and microphone  and stuff?  Does that happen very  often?

Yuvraj Saxena:  I would say four out of 10 times. That is the scenario, they  haven't allowed the  required permissions  um  five out of 10 times. Another thing that happens is they may have  allowed the permissions  but  simply because they are joining  in  from their  offices, internet or from their office laptop, they just don't have the required level  of  access  to allow that on an external application. So that is one of the most prevalent issues that we run into.

Rachel Moore:  God. Yeah, that makes

SUBTOPIC: Permission Issues That We Run Into Most 00:01:32-00:02:23

Rachel Moore:  accidentally hit block in the in the in the browser pop up saying allow your camera and microphone  and stuff?  Does that happen very  often?

Yuvraj Saxena:  I would say four out of 10 times. That is the scenario, they  haven't allowed the  required permissions  um  five out of 10 times. Another thing that happens is they may have  allowed the permissions  but  simply because they are joining  in  from their  offices, internet or from their office laptop, they just don't have the required level  of  access  to allow that on an external application. So that is one of the most prevalent issues that we run into.

Rachel Moore:  God. Yeah, that makes

Yuvraj Saxena:  sense. Um firewall security,

Rachel Moore:  there's all kinds of, well  we and we're going to dig

SUBTOPIC: Customer Success at Home 00:02:18-00:06:07

Rachel Moore:  there's all kinds of, well  we and we're going to dig  into this so we're going  to dig into this because  um and I will say and I will say unabashedly that um anytime I tell anybody about you um and about the client experience for Hubilo  that,  it really is from the top down where you've got yourself as a leader who I like and I always love using the the uh that that awesome instance where you know, we had you scheduled to be on my live stream and I was like, well you got to show up at the time that we go live and you picked me and you were just like, I am so sorry, but  I have a client and they need help. And it made, it was just like a perfect of course you do, yes, go do that. But it just was, it was you know, just personifying  what you do. And so uh Yuvraj, I will ask you really quick, could you introduce yourself to our listeners, who are you, what's your name? Who are you at? You below and a little bit about yourself,

Yuvraj Saxena:  wash  up.  So uh I'm  the director for  customer success at Hubilo. I've been  with Hubilo for almost  um  4.2 years  now. Um I  started back in 2017,  funny enough, I actually started off as the associate sales head for Hubilo and then three months down the line we realized that uh rather than selling it out, the ones we have sold it to, you can use my skills better. So I transitioned into customer  success uh back then  and uh you know,  Back then it was pretty easy. We were just 27 people in the organization.  I was really seventh employee. So the transition happened really quick,  but since then we had this one particular view that this particular industry Rachel requires  a very different sort of support mechanism to exist.  And  another thing we realized was this is not something that exists outside because outside, we still had the traditional support models,  so we thought  why not give it a try and try something new and that is what we did and  four years down the line,  uh in terms of support, we are currently ranking above, you know,  almost almost all of our competitors right now,  right? And  uh what we exactly  do at Hubilo  is as soon as a customer has been closed, me and my team, we become the custodians of the customers.  We aim to be a team member  to our customer and work  with them to ensure  that the event is a  success.  So  if you would actually walk up to  anyone in my team and asked them  who do they work for?  Um  a very  rare chance you would get  an answer which says  Hubilo,  Which says  Belgian.  Uh it would rather be that we work for the customers and they truly believe that  Yeah, that's  precisely what we do.

Rachel Moore:  Yeah. And I wanna, I wanna dig into that a little bit because um because I I've been, we've been talking I work in marketing at Hubilo. So naturally, you know, a lot of what I do is trying to  delineate, like what what are we, what's the messaging we need to tell our customers, you know, and whether it's a future customer, current customer or returning customer or whatever. Um and what do we tell them about our client experience. And, and I know one of the things that I think your team demonstrably does and that's this is the difference is that we're all in the video conferencing, online gathering. You know, like if I, if I go being a videoconference tool right now, something very, you know, everybody uses and is really a familiar with and if I have a problem, I am probably on my own and sure I could go find their support page while I'm in the video conference or  whatever and ask for help, likelihood is there's going to be like, oh we'll get back to you in a set amount of time.

SUBTOPIC: Please Introduce Yourself and What You Do 00:02:23-00:05:10

Rachel Moore:  to dig into this because  um and I will say and I will say unabashedly that um anytime I tell anybody about you um and about the client experience for Hubilo  that,  it really is from the top down where you've got yourself as a leader who I like and I always love using the the uh that that awesome instance where you know, we had you scheduled to be on my live stream and I was like, well you got to show up at the time that we go live and you picked me and you were just like, I am so sorry, but  I have a client and they need help. And it made, it was just like a perfect of course you do, yes, go do that. But it just was, it was you know, just personifying  what you do. And so uh Yuvraj, I will ask you really quick, could you introduce yourself to our listeners, who are you, what's your name? Who are you at? You below and a little bit about yourself,

Yuvraj Saxena:  wash  up.  So uh I'm  the director for  customer success at Hubilo. I've been  with Hubilo for almost  um  4.2 years  now. Um I  started back in 2017,  funny enough, I actually started off as the associate sales head for Hubilo and then three months down the line we realized that uh rather than selling it out, the ones we have sold it to, you can use my skills better. So I transitioned into customer  success uh back then  and uh you know,  Back then it was pretty easy. We were just 27 people in the organization.  I was really seventh employee. So the transition happened really quick,  but since then we had this one particular view that this particular industry Rachel requires  a very different sort of support mechanism to exist.  And  another thing we realized was this is not something that exists outside because outside, we still had the traditional support models,  so we thought  why not give it a try and try something new and that is what we did and  four years down the line,  uh in terms of support, we are currently ranking above, you know,  almost almost all of our competitors right now,  right? And  uh what we exactly  do at Hubilo  is as soon as a customer has been closed, me and my team, we become the custodians of the customers.  We aim to be a team member  to our customer and work  with them to ensure  that the event is a  success.  So  if you would actually walk up to  anyone in my team and asked them  who do they work for?  Um  a very  rare chance you would get  an answer which says  Hubilo,  Which says  Belgian.  Uh it would rather be that we work for the customers and they truly believe that  Yeah, that's  precisely what we do.


TOPIC: Introductions 00:00:00-00:05:10

SUBTOPIC: Is My Webcam Not Working? 00:00:00-00:01:32

Rachel Moore:  cool. Um Do you want to you don't have to be on camera but I'd like it if you're on camera if you want to be on camera but I will leave it up to you since I'm not on camera, we could just make this an audio only.

Yuvraj Saxena:  Yeah,

Rachel Moore:  that'd be great. That'd be great. Um Yeah, sorry I um  yeah, they're having um  I'm gonna they've given me some support for my logitech camera but yeah, the weird thing is even my facetime camera, like I have it on right now  and it's not it's not showing in here. They did like, they had me use like a website that like test um scans your webcam for resolutions and I did notice  that  my external web came in my face time cam. Both both failed in some of the higher resolutions, so  I don't know what's going on but I will troubleshoot that not now

Yuvraj Saxena:  or you can or you can reach out  to one of the  they

Rachel Moore:  can help you troubleshoot it. See that's what and I love to because you know as I mentioned, you're going and you're like try this and like, you know of course, you know what's going on, you're you're always probably consistently telling people what to do and how to make this better.  Mhm.

Yuvraj Saxena:  We recently  completed a five  pages certification on camera and my troubleshooting

Rachel Moore:  five pages. Yeah, I believe that it's um

SUBTOPIC: Is My Webcam Not Working? 00:00:00-00:02:18

Rachel Moore:  cool. Um Do you want to you don't have to be on camera but I'd like it if you're on camera if you want to be on camera but I will leave it up to you since I'm not on camera, we could just make this an audio only.

Yuvraj Saxena:  Yeah,

Rachel Moore:  that'd be great. That'd be great. Um Yeah, sorry I um  yeah, they're having um  I'm gonna they've given me some support for my logitech camera but yeah, the weird thing is even my facetime camera, like I have it on right now  and it's not it's not showing in here. They did like, they had me use like a website that like test um scans your webcam for resolutions and I did notice  that  my external web came in my face time cam. Both both failed in some of the higher resolutions, so  I don't know what's going on but I will troubleshoot that not now

Yuvraj Saxena:  or you can or you can reach out  to one of the  they

Rachel Moore:  can help you troubleshoot it. See that's what and I love to because you know as I mentioned, you're going and you're like try this and like, you know of course, you know what's going on, you're you're always probably consistently telling people what to do and how to make this better.  Mhm.

Yuvraj Saxena:  We recently  completed a five  pages certification on camera and my troubleshooting

Rachel Moore:  five pages. Yeah, I believe that it's um  it's I mean, you know, it's it's supposed to be plug plug and play but then you get into the whole, you know and I'm I'm fairly technically savvy so I know how to like go into the Chrome settings and stuff like that, but your average person is probably not gonna be gonna be like why is my cam working? And then how often this is a question for you, How often do you run into the thing where they have  accidentally hit block in the in the in the browser pop up saying allow your camera and microphone  and stuff?  Does that happen very  often?

Yuvraj Saxena:  I would say four out of 10 times. That is the scenario, they  haven't allowed the  required permissions  um  five out of 10 times. Another thing that happens is they may have  allowed the permissions  but  simply because they are joining  in  from their  offices, internet or from their office laptop, they just don't have the required level  of  access  to allow that on an external application. So that is one of the most prevalent issues that we run into.

Rachel Moore:  God. Yeah, that makes

SUBTOPIC: Permission Issues That We Run Into Most 00:01:32-00:02:23

Rachel Moore:  accidentally hit block in the in the in the browser pop up saying allow your camera and microphone  and stuff?  Does that happen very  often?

Yuvraj Saxena:  I would say four out of 10 times. That is the scenario, they  haven't allowed the  required permissions  um  five out of 10 times. Another thing that happens is they may have  allowed the permissions  but  simply because they are joining  in  from their  offices, internet or from their office laptop, they just don't have the required level  of  access  to allow that on an external application. So that is one of the most prevalent issues that we run into.

Rachel Moore:  God. Yeah, that makes

Yuvraj Saxena:  sense. Um firewall security,

Rachel Moore:  there's all kinds of, well  we and we're going to dig

SUBTOPIC: Please Introduce Yourself and What You Do 00:02:23-00:05:10

Rachel Moore:  to dig into this because  um and I will say and I will say unabashedly that um anytime I tell anybody about you um and about the client experience for Hubilo  that,  it really is from the top down where you've got yourself as a leader who I like and I always love using the the uh that that awesome instance where you know, we had you scheduled to be on my live stream and I was like, well you got to show up at the time that we go live and you picked me and you were just like, I am so sorry, but  I have a client and they need help. And it made, it was just like a perfect of course you do, yes, go do that. But it just was, it was you know, just personifying  what you do. And so uh Yuvraj, I will ask you really quick, could you introduce yourself to our listeners, who are you, what's your name? Who are you at? You below and a little bit about yourself,

Yuvraj Saxena:  wash  up.  So uh I'm  the director for  customer success at Hubilo. I've been  with Hubilo for almost  um  4.2 years  now. Um I  started back in 2017,  funny enough, I actually started off as the associate sales head for Hubilo and then three months down the line we realized that uh rather than selling it out, the ones we have sold it to, you can use my skills better. So I transitioned into customer  success uh back then  and uh you know,  Back then it was pretty easy. We were just 27 people in the organization.  I was really seventh employee. So the transition happened really quick,  but since then we had this one particular view that this particular industry Rachel requires  a very different sort of support mechanism to exist.  And  another thing we realized was this is not something that exists outside because outside, we still had the traditional support models,  so we thought  why not give it a try and try something new and that is what we did and  four years down the line,  uh in terms of support, we are currently ranking above, you know,  almost almost all of our competitors right now,  right? And  uh what we exactly  do at Hubilo  is as soon as a customer has been closed, me and my team, we become the custodians of the customers.  We aim to be a team member  to our customer and work  with them to ensure  that the event is a  success.  So  if you would actually walk up to  anyone in my team and asked them  who do they work for?  Um  a very  rare chance you would get  an answer which says  Hubilo,  Which says  Belgian.  Uh it would rather be that we work for the customers and they truly believe that  Yeah, that's  precisely what we do.


TOPIC: The Benefits of Virtual Events 00:05:10-00:13:01

SUBTOPIC: Hubilo Customer Success Person in a Client's Event 00:05:10-00:07:34

Rachel Moore:  delineate, like what what are we, what's the messaging we need to tell our customers, you know, and whether it's a future customer, current customer or returning customer or whatever. Um and what do we tell them about our client experience. And, and I know one of the things that I think your team demonstrably does and that's this is the difference is that we're all in the video conferencing, online gathering. You know, like if I, if I go being a videoconference tool right now, something very, you know, everybody uses and is really a familiar with and if I have a problem, I am probably on my own and sure I could go find their support page while I'm in the video conference or  whatever and ask for help, likelihood is there's going to be like, oh we'll get back to you in a set amount of time.  The the the the sense of it being help is not a presence, right in that call,  Nobody's nobody  from that platform is in that call at that moment to help me in the moment. And I think am I correct? And that is where we're way different because  we actually have a Hubilo customer success person in a client's event like right  there,

Yuvraj Saxena:  yep.  So uh it's a longer process when we talk about it. I mean for example, uh  I can use a different companies named right Rachel?

Rachel Moore:  Yes, yeah. And if we're not well  we can always bleep it  out, but I would say go for it. All

Yuvraj Saxena:  right. So I used to work for American Express. American Express is where I learned the basics of client servicing, Right?  And believe me today's date, uh  I would still go ahead and rank american express as the number one customer services provider  when it comes to the great card industry and  not one but many instances I've thought to myself that why am I not doing  what we did back at american Express  uh to bolo and I realized that that is not something that's just going to work. I can't have  a set of people answering calls

SUBTOPIC: Is It Helpful? 00:06:08-00:07:34

Rachel Moore:  The the the the sense of it being help is not a presence, right in that call,  Nobody's nobody  from that platform is in that call at that moment to help me in the moment. And I think am I correct? And that is where we're way different because  we actually have a Hubilo customer success person in a client's event like right  there,

Yuvraj Saxena:  yep.  So uh it's a longer process when we talk about it. I mean for example, uh  I can use a different companies named right Rachel?

Rachel Moore:  Yes, yeah. And if we're not well  we can always bleep it  out, but I would say go for it. All

Yuvraj Saxena:  right. So I used to work for American Express. American Express is where I learned the basics of client servicing, Right?  And believe me today's date, uh  I would still go ahead and rank american express as the number one customer services provider  when it comes to the great card industry and  not one but many instances I've thought to myself that why am I not doing  what we did back at american Express  uh to bolo and I realized that that is not something that's just going to work. I can't have  a set of people answering calls

SUBTOPIC: The Context of an Event 00:07:34-00:09:09

Yuvraj Saxena:  that comes into picture when you're trying to help out a customer during an event day  is  the  context of their event. What their event means. What are they trying to do? Because they use cases um  you know, one of the plus points externally of our product is our product is super versatile.  So I can actually go ahead and conduct an event which is meant for probably um you know,  the parents of a junior school, we can also go ahead and conduct an event which is meant for scientists from the radiology department.  Right.  Uh, if a person does not have the context on what exactly feature is being used as what's inside an event,  It would be a frustrating 15 minute time for a customer to explain that to the person that they have on the call that hey, I'm calling about this, this is what we're using as this and this is what we need help with.  And guess what, by the time I explained you this, the session I called you about is already over. So I don't need your help anymore. Right?  Uh  so that cannot exist in here. What we do is  we have a designated support person for all of our customers who come in  uh right from the inception of that particular event inside the huge billows ecosystem, that customer success person is with the team. They are the ones who onboard them, train them,  troubleshoot their queries or suggest solutions placements because we also believe in one thing that for our own products  there cannot be a better expert than ourselves. Right.

SUBTOPIC: The Context of An Event Is Very Important 00:07:34-00:09:09

Yuvraj Saxena:  that comes into picture when you're trying to help out a customer during an event day  is  the  context of their event. What their event means. What are they trying to do? Because they use cases um  you know, one of the plus points externally of our product is our product is super versatile.  So I can actually go ahead and conduct an event which is meant for probably um you know,  the parents of a junior school, we can also go ahead and conduct an event which is meant for scientists from the radiology department.  Right.  Uh, if a person does not have the context on what exactly feature is being used as what's inside an event,  It would be a frustrating 15 minute time for a customer to explain that to the person that they have on the call that hey, I'm calling about this, this is what we're using as this and this is what we need help with.  And guess what, by the time I explained you this, the session I called you about is already over. So I don't need your help anymore. Right?  Uh  so that cannot exist in here. What we do is  we have a designated support person for all of our customers who come in  uh right from the inception of that particular event inside the huge billows ecosystem, that customer success person is with the team. They are the ones who onboard them, train them,  troubleshoot their queries or suggest solutions placements because we also believe in one thing that for our own products  there cannot be a better expert than ourselves. Right.

SUBTOPIC: We Have a 24/7 Standby Support Team For Events 00:09:10-00:10:51

Yuvraj Saxena:  So many times this happens and the good part is uh the customers that we have, they're open uh  to explode. We suggest them that hey, you thought of doing this using this particular feature, but we  have an experience that this one works better.  Um nine out of 10 times they go for it. Right  Then on the event day, what happens is we have a 24/7 standby support for them  apart from the 24 7 chat support, which we already have running right, the designated point of contact logs into the event for the first uh  Towards four hours, keeps an eye out on  how exactly the things are going, how the sessions have started up.  So let me tell you this interesting fact. Um nine out of 10 times the issues with sessions going live.  The issues where things are not working properly  they take place within the first one out of the event  right now once we've got them started the person who's running the show has started uh the first session second session. Um Most of the times we might also  get an event  which is practically  2 1⁄2 hours  long even in that  particular event we would be there  for the first few hours as  promised.  Um  So we are logged in for the first two hours we  see everything has started  great.  Then the C. X. M. Might move  on from the platform and  you know  continue with the  other activities  but the best part is  that C. X. M. Is  Around for another eight hours  during the day for  standby support  ready to step in  as and when needed  in order to go ahead and help them out.

SUBTOPIC: What Happens When Events Go Live? 00:09:10-00:11:00

Yuvraj Saxena:  So many times this happens and the good part is uh the customers that we have, they're open uh  to explode. We suggest them that hey, you thought of doing this using this particular feature, but we  have an experience that this one works better.  Um nine out of 10 times they go for it. Right  Then on the event day, what happens is we have a 24/7 standby support for them  apart from the 24 7 chat support, which we already have running right, the designated point of contact logs into the event for the first uh  Towards four hours, keeps an eye out on  how exactly the things are going, how the sessions have started up.  So let me tell you this interesting fact. Um nine out of 10 times the issues with sessions going live.  The issues where things are not working properly  they take place within the first one out of the event  right now once we've got them started the person who's running the show has started uh the first session second session. Um Most of the times we might also  get an event  which is practically  2 1⁄2 hours  long even in that  particular event we would be there  for the first few hours as  promised.  Um  So we are logged in for the first two hours we  see everything has started  great.  Then the C. X. M. Might move  on from the platform and  you know  continue with the  other activities  but the best part is  that C. X. M. Is  Around for another eight hours  during the day for  standby support  ready to step in  as and when needed  in order to go ahead and help them out.  And then we have also done these um  I wouldn't say crazy but these  Super interesting events which run 72 hours

SUBTOPIC: The Benefits of Virtual Events 00:10:52-00:13:01

Yuvraj Saxena:  I wouldn't say crazy but these  Super interesting events which run 72 hours

Rachel Moore:  in a row. Oh my good. Oh my goodness it wow that's making me tired just thinking about it.

Yuvraj Saxena:  But you know the good part is that's that's one of the benefits  that virtual events have brought into the  picture  that you do not  need to be confined to that eight hour venue  space that you've rented or  you have on your  own and you're  not confined by the physical  limitations of it.  Neither the humans  not the place. So you  can actually run  an event that starts at nine a.m. Today  and ends  at nine P.  M. two days later. Right.  And we have done those events. So in those events, what we normally do  is because we know that the event is going to be  um see the good part  about the  events industry and what  makes, what helps  us in providing support. The way we do is the events are planned  at a very  early stage. The  minute to minute is probably  jotted down  uh probably  one week prior  is a safe  space to consider that, okay, the minute to minute  schedule is in,  there might be last minute changes. There are always last minute changes. We have  had last minute changes  to this particular conversation that we're  having. Right? Right. But but  Then what happens is we know that this event is running 72 hours. What  we do is  for the  first  initial arts of the event,  the designated uh C. S. C. X.  M. Uh  Laugesen stays there  um  until  the end of that  person's operational  windowed throughout the day. Uh  they would remain on  standby the  moment they are supposed to  go ahead and uh  you know,  take off. We already have another person  ready to take  over the standby. Support  who has the  entire context of the event because that person was  probably brought in.  Yeah,  undercover  inside the  event and  the event support group um  two weeks  earlier than the event.  So now you have got  to people  who are available to  Support you 24/7  and have the entire context of the  event.


TOPIC: The Benefits of Virtual Events 00:06:08-00:15:34

SUBTOPIC: Is It Helpful? 00:06:08-00:07:34

Rachel Moore:  The the the the sense of it being help is not a presence, right in that call,  Nobody's nobody  from that platform is in that call at that moment to help me in the moment. And I think am I correct? And that is where we're way different because  we actually have a Hubilo customer success person in a client's event like right  there,

Yuvraj Saxena:  yep.  So uh it's a longer process when we talk about it. I mean for example, uh  I can use a different companies named right Rachel?

Rachel Moore:  Yes, yeah. And if we're not well  we can always bleep it  out, but I would say go for it. All

Yuvraj Saxena:  right. So I used to work for American Express. American Express is where I learned the basics of client servicing, Right?  And believe me today's date, uh  I would still go ahead and rank american express as the number one customer services provider  when it comes to the great card industry and  not one but many instances I've thought to myself that why am I not doing  what we did back at american Express  uh to bolo and I realized that that is not something that's just going to work. I can't have  a set of people answering calls

SUBTOPIC: The Context of an Event 00:07:34-00:09:09

Yuvraj Saxena:  that comes into picture when you're trying to help out a customer during an event day  is  the  context of their event. What their event means. What are they trying to do? Because they use cases um  you know, one of the plus points externally of our product is our product is super versatile.  So I can actually go ahead and conduct an event which is meant for probably um you know,  the parents of a junior school, we can also go ahead and conduct an event which is meant for scientists from the radiology department.  Right.  Uh, if a person does not have the context on what exactly feature is being used as what's inside an event,  It would be a frustrating 15 minute time for a customer to explain that to the person that they have on the call that hey, I'm calling about this, this is what we're using as this and this is what we need help with.  And guess what, by the time I explained you this, the session I called you about is already over. So I don't need your help anymore. Right?  Uh  so that cannot exist in here. What we do is  we have a designated support person for all of our customers who come in  uh right from the inception of that particular event inside the huge billows ecosystem, that customer success person is with the team. They are the ones who onboard them, train them,  troubleshoot their queries or suggest solutions placements because we also believe in one thing that for our own products  there cannot be a better expert than ourselves. Right.

SUBTOPIC: The Context of An Event Is Very Important 00:07:34-00:09:09

Yuvraj Saxena:  that comes into picture when you're trying to help out a customer during an event day  is  the  context of their event. What their event means. What are they trying to do? Because they use cases um  you know, one of the plus points externally of our product is our product is super versatile.  So I can actually go ahead and conduct an event which is meant for probably um you know,  the parents of a junior school, we can also go ahead and conduct an event which is meant for scientists from the radiology department.  Right.  Uh, if a person does not have the context on what exactly feature is being used as what's inside an event,  It would be a frustrating 15 minute time for a customer to explain that to the person that they have on the call that hey, I'm calling about this, this is what we're using as this and this is what we need help with.  And guess what, by the time I explained you this, the session I called you about is already over. So I don't need your help anymore. Right?  Uh  so that cannot exist in here. What we do is  we have a designated support person for all of our customers who come in  uh right from the inception of that particular event inside the huge billows ecosystem, that customer success person is with the team. They are the ones who onboard them, train them,  troubleshoot their queries or suggest solutions placements because we also believe in one thing that for our own products  there cannot be a better expert than ourselves. Right.

SUBTOPIC: We Have a 24/7 Standby Support Team For Events 00:09:10-00:10:51

Yuvraj Saxena:  So many times this happens and the good part is uh the customers that we have, they're open uh  to explode. We suggest them that hey, you thought of doing this using this particular feature, but we  have an experience that this one works better.  Um nine out of 10 times they go for it. Right  Then on the event day, what happens is we have a 24/7 standby support for them  apart from the 24 7 chat support, which we already have running right, the designated point of contact logs into the event for the first uh  Towards four hours, keeps an eye out on  how exactly the things are going, how the sessions have started up.  So let me tell you this interesting fact. Um nine out of 10 times the issues with sessions going live.  The issues where things are not working properly  they take place within the first one out of the event  right now once we've got them started the person who's running the show has started uh the first session second session. Um Most of the times we might also  get an event  which is practically  2 1⁄2 hours  long even in that  particular event we would be there  for the first few hours as  promised.  Um  So we are logged in for the first two hours we  see everything has started  great.  Then the C. X. M. Might move  on from the platform and  you know  continue with the  other activities  but the best part is  that C. X. M. Is  Around for another eight hours  during the day for  standby support  ready to step in  as and when needed  in order to go ahead and help them out.

SUBTOPIC: What Happens When Events Go Live? 00:09:10-00:11:00

Yuvraj Saxena:  So many times this happens and the good part is uh the customers that we have, they're open uh  to explode. We suggest them that hey, you thought of doing this using this particular feature, but we  have an experience that this one works better.  Um nine out of 10 times they go for it. Right  Then on the event day, what happens is we have a 24/7 standby support for them  apart from the 24 7 chat support, which we already have running right, the designated point of contact logs into the event for the first uh  Towards four hours, keeps an eye out on  how exactly the things are going, how the sessions have started up.  So let me tell you this interesting fact. Um nine out of 10 times the issues with sessions going live.  The issues where things are not working properly  they take place within the first one out of the event  right now once we've got them started the person who's running the show has started uh the first session second session. Um Most of the times we might also  get an event  which is practically  2 1⁄2 hours  long even in that  particular event we would be there  for the first few hours as  promised.  Um  So we are logged in for the first two hours we  see everything has started  great.  Then the C. X. M. Might move  on from the platform and  you know  continue with the  other activities  but the best part is  that C. X. M. Is  Around for another eight hours  during the day for  standby support  ready to step in  as and when needed  in order to go ahead and help them out.  And then we have also done these um  I wouldn't say crazy but these  Super interesting events which run 72 hours

SUBTOPIC: The Benefits of Virtual Events 00:10:52-00:13:01

Yuvraj Saxena:  I wouldn't say crazy but these  Super interesting events which run 72 hours

Rachel Moore:  in a row. Oh my good. Oh my goodness it wow that's making me tired just thinking about it.

Yuvraj Saxena:  But you know the good part is that's that's one of the benefits  that virtual events have brought into the  picture  that you do not  need to be confined to that eight hour venue  space that you've rented or  you have on your  own and you're  not confined by the physical  limitations of it.  Neither the humans  not the place. So you  can actually run  an event that starts at nine a.m. Today  and ends  at nine P.  M. two days later. Right.  And we have done those events. So in those events, what we normally do  is because we know that the event is going to be  um see the good part  about the  events industry and what  makes, what helps  us in providing support. The way we do is the events are planned  at a very  early stage. The  minute to minute is probably  jotted down  uh probably  one week prior  is a safe  space to consider that, okay, the minute to minute  schedule is in,  there might be last minute changes. There are always last minute changes. We have  had last minute changes  to this particular conversation that we're  having. Right? Right. But but  Then what happens is we know that this event is running 72 hours. What  we do is  for the  first  initial arts of the event,  the designated uh C. S. C. X.  M. Uh  Laugesen stays there  um  until  the end of that  person's operational  windowed throughout the day. Uh  they would remain on  standby the  moment they are supposed to  go ahead and uh  you know,  take off. We already have another person  ready to take  over the standby. Support  who has the  entire context of the event because that person was  probably brought in.  Yeah,  undercover  inside the  event and  the event support group um  two weeks  earlier than the event.  So now you have got  to people  who are available to  Support you 24/7  and have the entire context of the  event.

SUBTOPIC: The Benefits of Virtual Events 00:11:00-00:13:44

Yuvraj Saxena:  But you know the good part is that's that's one of the benefits  that virtual events have brought into the  picture  that you do not  need to be confined to that eight hour venue  space that you've rented or  you have on your  own and you're  not confined by the physical  limitations of it.  Neither the humans  not the place. So you  can actually run  an event that starts at nine a.m. Today  and ends  at nine P.  M. two days later. Right.  And we have done those events. So in those events, what we normally do  is because we know that the event is going to be  um see the good part  about the  events industry and what  makes, what helps  us in providing support. The way we do is the events are planned  at a very  early stage. The  minute to minute is probably  jotted down  uh probably  one week prior  is a safe  space to consider that, okay, the minute to minute  schedule is in,  there might be last minute changes. There are always last minute changes. We have  had last minute changes  to this particular conversation that we're  having. Right? Right. But but  Then what happens is we know that this event is running 72 hours. What  we do is  for the  first  initial arts of the event,  the designated uh C. S. C. X.  M. Uh  Laugesen stays there  um  until  the end of that  person's operational  windowed throughout the day. Uh  they would remain on  standby the  moment they are supposed to  go ahead and uh  you know,  take off. We already have another person  ready to take  over the standby. Support  who has the  entire context of the event because that person was  probably brought in.  Yeah,  undercover  inside the  event and  the event support group um  two weeks  earlier than the event.  So now you have got  to people  who are available to  Support you 24/7  and have the entire context of the  event.

Rachel Moore:  Yeah, yeah, that's that's a huge differentiator and and just wait, because I mean, if we all think about the it's a worldwide common pet peeve, we all have right where, you know, you've got to contact the  service provider  of whatever you need and you have to explain to  them what the problem  Is. And so now, if you cannot resolve and here's the most frustrating thing, you know, we've all been, there were like, Okay, I just spent, you know, 15  minutes telling you what's going on there and there's troubleshooting and this person was kind of  assessing stuff.  The worst thing that can happen is if oh no, and  then my call got dropped or  that we got cut off. So now you've got to go, you're like, great, if I call back in, I'm probably going to get a different person and then have they do, I've got to explain the whole thing again.

SUBTOPIC: Consistency of Support for Clients 00:13:01-00:15:15

Rachel Moore:  service provider  of whatever you need and you have to explain to  them what the problem  Is. And so now, if you cannot resolve and here's the most frustrating thing, you know, we've all been, there were like, Okay, I just spent, you know, 15  minutes telling you what's going on there and there's troubleshooting and this person was kind of  assessing stuff.  The worst thing that can happen is if oh no, and  then my call got dropped or  that we got cut off. So now you've got to go, you're like, great, if I call back in, I'm probably going to get a different person and then have they do, I've got to explain the whole thing again.  But even if you're  like, even if  you  are kind of not  having that haphazard nous happened, but you  are trying to get back  in, we we still experience these companies out there  where  you you call  in later and you're assuming, okay, surely my account has all the information about my  last calls.  Um but then  the person who's helping, who is like, no, I'm sorry, I don't see any of that, can you walk  me through again?  But I  love that you're talking  about there is  there is a very clear um  handoff and  also and not even a hand  off, but just to hand over and then it's handed back again. So that consistency is there.  I imagine  that is just a  huge  boon for any  client to be like, I  do  don't have to go through that. Like you mentioned earlier, I don't have to go through this  reorientation of what my problem  is.  This person  has been part of your planning  process the entire time. They  know the ins and outs of your  what your expectations on the event.  So you're not  speaking jargon to them, They're like, no, I totally get that, this is a  sales kickoff training  and you have  the sales clients  and you have this this particular  speakers having maybe  trouble with their system and logging on. I know all that. So they they're able to step in and help.  That's  huge. Um and very  admirable. I say two. And you're right, I mean, I I imagine that  a far cry from,  you know, again, your past company, you work for,  you're able  to be that more much more intentional with an event because of the nature of it being planned,

SUBTOPIC: Is There a Handoff? 00:13:44-00:15:34

Rachel Moore:  But even if you're  like, even if  you  are kind of not  having that haphazard nous happened, but you  are trying to get back  in, we we still experience these companies out there  where  you you call  in later and you're assuming, okay, surely my account has all the information about my  last calls.  Um but then  the person who's helping, who is like, no, I'm sorry, I don't see any of that, can you walk  me through again?  But I  love that you're talking  about there is  there is a very clear um  handoff and  also and not even a hand  off, but just to hand over and then it's handed back again. So that consistency is there.  I imagine  that is just a  huge  boon for any  client to be like, I  do  don't have to go through that. Like you mentioned earlier, I don't have to go through this  reorientation of what my problem  is.  This person  has been part of your planning  process the entire time. They  know the ins and outs of your  what your expectations on the event.  So you're not  speaking jargon to them, They're like, no, I totally get that, this is a  sales kickoff training  and you have  the sales clients  and you have this this particular  speakers having maybe  trouble with their system and logging on. I know all that. So they they're able to step in and help.  That's  huge. Um and very  admirable. I say two. And you're right, I mean, I I imagine that  a far cry from,  you know, again, your past company, you work for,  you're able  to be that more much more intentional with an event because of the nature of it being planned,  like you were saying,

Yuvraj Saxena:  Absolutely, I mean, see the thing is the basics of client servicing the basics of providing support.  Uh, they do not change, those are the fundamentals that you need to stay upon. However, it is very important that you understand the nature of the industry that you're operating in when you're trying to provide support.


TOPIC: Customer Success 00:13:01-00:37:39

SUBTOPIC: Consistency of Support for Clients 00:13:01-00:15:15

Rachel Moore:  service provider  of whatever you need and you have to explain to  them what the problem  Is. And so now, if you cannot resolve and here's the most frustrating thing, you know, we've all been, there were like, Okay, I just spent, you know, 15  minutes telling you what's going on there and there's troubleshooting and this person was kind of  assessing stuff.  The worst thing that can happen is if oh no, and  then my call got dropped or  that we got cut off. So now you've got to go, you're like, great, if I call back in, I'm probably going to get a different person and then have they do, I've got to explain the whole thing again.  But even if you're  like, even if  you  are kind of not  having that haphazard nous happened, but you  are trying to get back  in, we we still experience these companies out there  where  you you call  in later and you're assuming, okay, surely my account has all the information about my  last calls.  Um but then  the person who's helping, who is like, no, I'm sorry, I don't see any of that, can you walk  me through again?  But I  love that you're talking  about there is  there is a very clear um  handoff and  also and not even a hand  off, but just to hand over and then it's handed back again. So that consistency is there.  I imagine  that is just a  huge  boon for any  client to be like, I  do  don't have to go through that. Like you mentioned earlier, I don't have to go through this  reorientation of what my problem  is.  This person  has been part of your planning  process the entire time. They  know the ins and outs of your  what your expectations on the event.  So you're not  speaking jargon to them, They're like, no, I totally get that, this is a  sales kickoff training  and you have  the sales clients  and you have this this particular  speakers having maybe  trouble with their system and logging on. I know all that. So they they're able to step in and help.  That's  huge. Um and very  admirable. I say two. And you're right, I mean, I I imagine that  a far cry from,  you know, again, your past company, you work for,  you're able  to be that more much more intentional with an event because of the nature of it being planned,

SUBTOPIC: Is There a Handoff? 00:13:44-00:15:34

Rachel Moore:  But even if you're  like, even if  you  are kind of not  having that haphazard nous happened, but you  are trying to get back  in, we we still experience these companies out there  where  you you call  in later and you're assuming, okay, surely my account has all the information about my  last calls.  Um but then  the person who's helping, who is like, no, I'm sorry, I don't see any of that, can you walk  me through again?  But I  love that you're talking  about there is  there is a very clear um  handoff and  also and not even a hand  off, but just to hand over and then it's handed back again. So that consistency is there.  I imagine  that is just a  huge  boon for any  client to be like, I  do  don't have to go through that. Like you mentioned earlier, I don't have to go through this  reorientation of what my problem  is.  This person  has been part of your planning  process the entire time. They  know the ins and outs of your  what your expectations on the event.  So you're not  speaking jargon to them, They're like, no, I totally get that, this is a  sales kickoff training  and you have  the sales clients  and you have this this particular  speakers having maybe  trouble with their system and logging on. I know all that. So they they're able to step in and help.  That's  huge. Um and very  admirable. I say two. And you're right, I mean, I I imagine that  a far cry from,  you know, again, your past company, you work for,  you're able  to be that more much more intentional with an event because of the nature of it being planned,  like you were saying,

Yuvraj Saxena:  Absolutely, I mean, see the thing is the basics of client servicing the basics of providing support.  Uh, they do not change, those are the fundamentals that you need to stay upon. However, it is very important that you understand the nature of the industry that you're operating in when you're trying to provide support.

SUBTOPIC: Understand the Nature of the Industry You're In 00:15:15-00:16:58

Yuvraj Saxena:  Absolutely, I mean, see the thing is the basics of client servicing the basics of providing support.  Uh, they do not change, those are the fundamentals that you need to stay upon. However, it is very important that you understand the nature of the industry that you're operating in when you're trying to provide support.  Yeah,  So that is something which we spent a lot of time on and  um,  You know, it wasn't easy to go ahead and say that, you know what, traditionally, it's written in probably 10 different books, that this is the way to go. We are not going that route, you would have to take a different route over here. And you know, funny that you brought up jargon because this is something which we also go ahead and  um,  training up people internally  is,  you don't need to talk to the customer in Hubilo's lingo, you need to talk to them in their lingo. So we actually have a customer who organizes speed dating events on Hubilo, right? And uh, he likes to call the lounge as the ballroom,  correct. Um, and the first time that he would have used the term, the lounge was probably in the first call,  uh, in which we were onboarding him that, hey, we're using the lounges the ballroom and he actually never asked us that you need to call it the ballroom to,  but it  has been seven months, six events around the line,

SUBTOPIC: Training Up People Internally 00:15:34-00:20:43

Yuvraj Saxena:  Yeah,  So that is something which we spent a lot of time on and  um,  You know, it wasn't easy to go ahead and say that, you know what, traditionally, it's written in probably 10 different books, that this is the way to go. We are not going that route, you would have to take a different route over here. And you know, funny that you brought up jargon because this is something which we also go ahead and  um,  training up people internally  is,  you don't need to talk to the customer in Hubilo's lingo, you need to talk to them in their lingo. So we actually have a customer who organizes speed dating events on Hubilo, right? And uh, he likes to call the lounge as the ballroom,  correct. Um, and the first time that he would have used the term, the lounge was probably in the first call,  uh, in which we were onboarding him that, hey, we're using the lounges the ballroom and he actually never asked us that you need to call it the ballroom to,  but it  has been seven months, six events around the line,  everyone at home below and talking to, that customer understands that if he says the ballroom, we're talking about the launch, Oh, no one would respond back with the launch. We all respond back with the ballroom.

Rachel Moore:  I love that. That's oh  my gosh! But, but you're  because yeah,  you, that is really  to me going above and beyond because I'll tell you my inclination, I would like to educate people as I talk to them. So  if we're like using a tool and I'll be like, and if they say it wrong, I'll probably like, yeah, that  that's referred to as the blood  or that's, you know, that the name  of that tool is this  and like trying to say, okay, please start using the same  thing. But I,  I think it's so cool that, you know  what you  are letting then, that, that  event planner, that brand or  that, that, you know,  organization  really make,  Hubilo what it needs, they needed to be. And then there's no  confusion and I love that you guys  go that extra mile or  kilometer to,  uh, you know, because again, I'm  in miles in the United  States and I know  we're like one of the only countries  that just decides not to do the metric  system cause we're interesting.  Um, that's an aside side note there.  But um,  but yeah, just  that you, you're taking it extra to say,  you know, let's just  remove literally any confusion for this, this  person. So  that when they say ballroom we know what he's talking about, we're just going to go with that and,  and, but it's perfectly  fine because like  you just demonstrated,  uh I actually hadn't even thought about that, that yeah, speed dating can happen in Hubilo and they're, they're calling the lounges the ballroom and that  is what that is in  their event, which is way cool,

Yuvraj Saxena:  Absolutely. And see again, the thing is um,  I could have, I could have kept,  I could have asked the team to go ahead and use a uniform lingo across the clients because that is what again, one of the fundamentals of client servicing would suggest  that you use your lingo because it makes it easier for another person or a new person handling the call to understand it well,  but I think it was just uh, you know, it would just be lazy not to go ahead and spend that additional effort in order to get the context right of what the customer is talking about.  Imagine you are setting up 50, launch tables inside of the envelope, right?  You are calling  5-6 times a day because you have, you know, probably some person is facing trouble joining and some table has been set up wrongly, it's not showing up onto the platform,  there can be multiple things right  in all those seven calls, if you are required to explain that when you say the ballroom, you mean the lounge  By the 8th call, that's each side is going down to the bottom,

Rachel Moore:  yep,

Yuvraj Saxena:  because that would happen to me as well  if I'm calling in and I have to explain myself what I'm talking about every time when I'm talking about the repeated issue,  you know, that is, that is one of those moments when those questions comes up,  don't you have notes from the last fall, yep,

Rachel Moore:  right? Like Kant, haven't you  have like, just go  with me on this, Right, And,  and you know, at that moment  when seconds really do count if there is a  problem,  the  last thing you should be doing is nitpicking over, are we calling  it the right thing  or you know who's right here, but instead be like,  sorry, sorry, no, no, we  know what you're talking about, what do you need, where do we help you with the  ballroom and,  and making sure they get that help. I have a question for you,  um,  because  this is phenomenal  sounding again, and, and you and I have  talked offline and  when you've been on the, in any event show in the past to  our livestream and again,  I just get blown away at the,  because literally  you're talking about, typically there's all companies with customer  support or client client  experience and they're  saying, oh, there's a turnaround  time and,  and I know there there are those  like seconds or minutes where it's like, you can demonstrate, hey, here's how  long, but  because by virtue of us  having our  people are in the event already in the  client's event, there literally is no turnaround time. They are  that team member. You're you're making them be  part of that team

SUBTOPIC: You're Going Above and Beyond For Customers 00:16:58-00:18:14

Rachel Moore:  I love that. That's oh  my gosh! But, but you're  because yeah,  you, that is really  to me going above and beyond because I'll tell you my inclination, I would like to educate people as I talk to them. So  if we're like using a tool and I'll be like, and if they say it wrong, I'll probably like, yeah, that  that's referred to as the blood  or that's, you know, that the name  of that tool is this  and like trying to say, okay, please start using the same  thing. But I,  I think it's so cool that, you know  what you  are letting then, that, that  event planner, that brand or  that, that, you know,  organization  really make,  Hubilo what it needs, they needed to be. And then there's no  confusion and I love that you guys  go that extra mile or  kilometer to,  uh, you know, because again, I'm  in miles in the United  States and I know  we're like one of the only countries  that just decides not to do the metric  system cause we're interesting.  Um, that's an aside side note there.  But um,  but yeah, just  that you, you're taking it extra to say,  you know, let's just  remove literally any confusion for this, this  person. So  that when they say ballroom we know what he's talking about, we're just going to go with that and,  and, but it's perfectly  fine because like  you just demonstrated,  uh I actually hadn't even thought about that, that yeah, speed dating can happen in Hubilo and they're, they're calling the lounges the ballroom and that  is what that is in

SUBTOPIC: Get the Context Right for the Customer 00:18:15-00:20:02

Yuvraj Saxena:  Absolutely. And see again, the thing is um,  I could have, I could have kept,  I could have asked the team to go ahead and use a uniform lingo across the clients because that is what again, one of the fundamentals of client servicing would suggest  that you use your lingo because it makes it easier for another person or a new person handling the call to understand it well,  but I think it was just uh, you know, it would just be lazy not to go ahead and spend that additional effort in order to get the context right of what the customer is talking about.  Imagine you are setting up 50, launch tables inside of the envelope, right?  You are calling  5-6 times a day because you have, you know, probably some person is facing trouble joining and some table has been set up wrongly, it's not showing up onto the platform,  there can be multiple things right  in all those seven calls, if you are required to explain that when you say the ballroom, you mean the lounge  By the 8th call, that's each side is going down to the bottom,

Rachel Moore:  yep,

Yuvraj Saxena:  because that would happen to me as well  if I'm calling in and I have to explain myself what I'm talking about every time when I'm talking about the repeated issue,  you know, that is, that is one of those moments when those questions comes up,  don't you have notes from the last fall, yep,

Rachel Moore:  right? Like Kant, haven't you  have like, just go  with me on this, Right, And,  and you know, at that moment  when seconds really do count if there is a  problem,  the  last thing you should be doing is nitpicking over, are we calling  it the right thing  or you know who's right here, but instead be like,  sorry, sorry, no, no, we  know what you're talking about, what do you need, where do we help you with the  ballroom and,

SUBTOPIC: What Are Your Secrets For Customer Success? 00:20:02-00:27:25

Rachel Moore:  um,  because  this is phenomenal  sounding again, and, and you and I have  talked offline and  when you've been on the, in any event show in the past to  our livestream and again,  I just get blown away at the,  because literally  you're talking about, typically there's all companies with customer  support or client client  experience and they're  saying, oh, there's a turnaround  time and,  and I know there there are those  like seconds or minutes where it's like, you can demonstrate, hey, here's how  long, but  because by virtue of us  having our  people are in the event already in the  client's event, there literally is no turnaround time. They are  that team member. You're you're making them be  part of that team  for that client. I'm  really curious um  how how  is it that you create  and cultivate a  team that does that because to me  just  being used to, you know, years of where I might  and I had  a problem today where I  like talk to a chat about about a problem with with an order  I made or something  and then I want to go tweet at  him, you know because  I get petty like that and you know,  but  you're  cultivating a team that is going is being that  partner  and that team member for that client.  Uh what are  you, what are your secrets? I would love to know  like what are you,  how do you know like you're hiring someone who's going to have that dedication to that level that you do.  How do you how do you,  you know, just help your team succeed in that very  crucial role they're providing for our clients.

Yuvraj Saxena:  Okay, so um that's an excellent question and I'm contemplating, should I give out all the secrets?

Rachel Moore:  But well, you know, just I mean obviously the great and powerful Oz always had secrets. You know, and you can be that too. But but maybe  just one,  you know, you know, because again you just mentioned books are written  all over the place  about how to provide right customer experience  um And client  experience but you mentioned you like but you have to know the industry and you do need to do it specific to that industry.  Um So yeah maybe just one tip. Like what what's one thing you consistently lay it on me, go for it.

Yuvraj Saxena:  Actually I would I would I would want to go ahead and share it all because I want the support or the support mechanism in this industry to go through an overhaul to go um  um You know towards a model that is much more friendlier to the customers. So I would go ahead and tell you the first and foremost thing that we try to  uh judge in our hiding for customer success or whenever I'm hiding a C. X. M.  Is the thought process  when we asked them questions. I do not really care if they have if they are really good at managing an irate customer.  It's how they respond to that particular situation. It's you know  we asked them things like what is going on through your mind when that customer was yelling. Um  And these are cliche questions. There are a few other questions that I like to ask in my interviews as well. For example this one makes people a bit uncomfortable and this is not something that they prepped for is  what was that one thing in your last job that you did which made you wonder is this even a part of my job description and that catches people off guard. That's a great

Rachel Moore:  question. Everybody's got an answer  to that. They're like for like  what do I say now? Because I know what to say.

Yuvraj Saxena:  Absolutely. And and you know, it's  um  there is no right or wrong answer to that. It's just how they process the response to this particular question. And at the end of the day, what they choose to say because you know, pretty much everyone,  especially in the client servicing world  would have a list of things that they can publish in pdf out on it.  Mm hmm  Of the things that made them wonder that but what they choose to say, that actually gives you a perspective that what is going to be the extra mile Co for this particular person, what will happen  when a customer of Hubilo requires this person to go ahead and go the extra mile and do something  that is not really jotted down  in their job description.  That is just one of the questions that we ask, right. Another thing is uh,  I give them a situation we have been working for the past 11 days. Um you have been really looking forward to a weekend that's coming up,  but a client comes up and states that they have an event on monday. So how important is sunday to you as a holiday? Right? Again, there is no right question. Um I would go for two types of people, people who say that, I would ensure everything is in place by friday so that I can have good rest on saturday and sunday  And be 100% available on Monday during the event.  Then there are those people who would tell me  it doesn't matter, I can always go ahead and take it off some other day. Sunday is just another day on the calendar. Right? So  things like this, when I go ahead and ask them  uh it gives  me a very good understanding of  what is their commitment level towards our customers need.  Right, So first and foremost, that is something which takes the priority. Of course there are other things that are other technical things that we bring into the picture as well, how compatible they are with the industry, with the job with the tech,  but apart from that this is something which we try to look for and once they're in,  see it all goes down to wayne. If you bring the person with the right thought process in and then give him a set of seven different scripts to read in front of the customer.  Mhm  They need to understand. Um first and foremost we don't do scripts, we don't do uh you know, we don't even have them plated emails at home before we let people communicate uh  with their own comfort level, but of course maintaining the decorum.

Rachel Moore:  Right?

Yuvraj Saxena:  Right, so what we try uh to make them understand  is that  person feel most you need to understand what we're trying to do here.

Rachel Moore:  Yeah.

Yuvraj Saxena:  We are not trying to go ahead and get a c set out of the customer. We're not trying to go ahead and  uh up selling  or cross selling or revenue out of the customer,  interestingly,  we don't do up selling cross  selling and customer success at Hubilo. That's something that we have left completely towards sales,  right?  Um  Once we hire  the right people,  it is our job that they need to understand. What is your  vision about  customers at Hubilo?  What is the mission that Hubilo  has and  then  what is it  that they are  required to do in order to excel at their jobs?  Uh  So I get  down, I have a  two pronged training approach. Um the team  leaders that I have  working with me, they are the ones who trained them on, product usage, processes, training and on  and I specifically spent  about  44 and our partners  with the new  Journeys within the 1st 3 weeks.  Um  And  I give them what it means to be a c  except  what  is the meaning of it  so  that they understand that okay, the technical stuff, they're  learning from the Team leaders,  the processes that they  are learning from the team  leaders  at the end of the day.  Uh they know how to apply it  but why to apply? It  is something I like to deliver personally.

SUBTOPIC: What Are Your Secrets? 00:20:43-00:22:06

Rachel Moore:  really curious um  how how  is it that you create  and cultivate a  team that does that because to me  just  being used to, you know, years of where I might  and I had  a problem today where I  like talk to a chat about about a problem with with an order  I made or something  and then I want to go tweet at  him, you know because  I get petty like that and you know,  but  you're  cultivating a team that is going is being that  partner  and that team member for that client.  Uh what are  you, what are your secrets? I would love to know  like what are you,  how do you know like you're hiring someone who's going to have that dedication to that level that you do.  How do you how do you,  you know, just help your team succeed in that very  crucial role they're providing for our clients.

Yuvraj Saxena:  Okay, so um that's an excellent question and I'm contemplating, should I give out all the secrets?

Rachel Moore:  But well, you know, just I mean obviously the great and powerful Oz always had secrets. You know, and you can be that too. But but maybe  just one,  you know, you know, because again you just mentioned books are written  all over the place  about how to provide right customer experience  um And client  experience but you mentioned you like but you have to know the industry and you do need to do it specific to that industry.

SUBTOPIC: Customer Success Interview Questions 00:22:06-00:24:14

Yuvraj Saxena:  Actually I would I would I would want to go ahead and share it all because I want the support or the support mechanism in this industry to go through an overhaul to go um  um You know towards a model that is much more friendlier to the customers. So I would go ahead and tell you the first and foremost thing that we try to  uh judge in our hiding for customer success or whenever I'm hiding a C. X. M.  Is the thought process  when we asked them questions. I do not really care if they have if they are really good at managing an irate customer.  It's how they respond to that particular situation. It's you know  we asked them things like what is going on through your mind when that customer was yelling. Um  And these are cliche questions. There are a few other questions that I like to ask in my interviews as well. For example this one makes people a bit uncomfortable and this is not something that they prepped for is  what was that one thing in your last job that you did which made you wonder is this even a part of my job description and that catches people off guard. That's a great

Rachel Moore:  question. Everybody's got an answer  to that. They're like for like  what do I say now? Because I know what to say.

Yuvraj Saxena:  Absolutely. And and you know, it's  um  there is no right or wrong answer to that. It's just how they process the response to this particular question. And at the end of the day, what they choose to say because you know, pretty much everyone,  especially in the client servicing world  would have a list of things that they can publish in pdf out on it.  Mm hmm  Of the things that made them wonder that but what they choose to say, that actually gives you a perspective that what is going to be the extra mile Co for this particular person, what will happen  when a customer of Hubilo requires this person to go ahead and go the extra mile and do something  that is not really jotted down  in their job description.  That is just one of the questions that we ask, right. Another thing is uh,

SUBTOPIC: How Important is Sunday to You? 00:24:14-00:26:32

Yuvraj Saxena:  but a client comes up and states that they have an event on monday. So how important is sunday to you as a holiday? Right? Again, there is no right question. Um I would go for two types of people, people who say that, I would ensure everything is in place by friday so that I can have good rest on saturday and sunday  And be 100% available on Monday during the event.  Then there are those people who would tell me  it doesn't matter, I can always go ahead and take it off some other day. Sunday is just another day on the calendar. Right? So  things like this, when I go ahead and ask them  uh it gives  me a very good understanding of  what is their commitment level towards our customers need.  Right, So first and foremost, that is something which takes the priority. Of course there are other things that are other technical things that we bring into the picture as well, how compatible they are with the industry, with the job with the tech,  but apart from that this is something which we try to look for and once they're in,  see it all goes down to wayne. If you bring the person with the right thought process in and then give him a set of seven different scripts to read in front of the customer.  Mhm  They need to understand. Um first and foremost we don't do scripts, we don't do uh you know, we don't even have them plated emails at home before we let people communicate uh  with their own comfort level, but of course maintaining the decorum.

Rachel Moore:  Right?

Yuvraj Saxena:  Right, so what we try uh to make them understand  is that  person feel most you need to understand what we're trying to do here.

Rachel Moore:  Yeah.

Yuvraj Saxena:  We are not trying to go ahead and get a c set out of the customer. We're not trying to go ahead and  uh up selling  or cross selling or revenue out of the customer,  interestingly,  we don't do up selling cross  selling and customer success at Hubilo. That's something that we have left completely towards sales,  right?  Um  Once we hire  the right people,  it is our job that they need to understand. What is your  vision about  customers at Hubilo?  What is the mission that Hubilo  has and  then  what is it  that they are  required to do in order to excel at their jobs?

SUBTOPIC: The Team Leaders 00:26:32-00:27:20

Yuvraj Saxena:  Uh  So I get  down, I have a  two pronged training approach. Um the team  leaders that I have  working with me, they are the ones who trained them on, product usage, processes, training and on  and I specifically spent  about  44 and our partners  with the new  Journeys within the 1st 3 weeks.  Um  And  I give them what it means to be a c  except  what  is the meaning of it  so  that they understand that okay, the technical stuff, they're  learning from the Team leaders,  the processes that they  are learning from the team  leaders  at the end of the day.  Uh they know how to apply it  but why to apply? It  is something I like to deliver personally.

SUBTOPIC: How Do You Decompress After Handling Client Experience... 00:27:20-00:29:45

Rachel Moore:  But  really, honestly, now I want to be using that question you asked in the interviews because I think that's a fantastic question. Um because I think we've all, you know, anyone who's worked for anywhere, anyone anywhere has always been like, yeah, that that extra little bull in the job description, other duties as required, you know? And then you're like,  yeah, but what does that mean? You know, and getting into that. So anyone who can relate to that you're out there going, yep,  but I I think that's really cool because it can be very easy, especially uh you know, I've worked in customer service and customer experience roles before, where, and even if I wasn't directly related to those teams, I I knew the employees and I knew  kind of the nature of the job, it can be kind of a gut wrenching job sometimes because you are, I mean usually people,  everything's going great, they're probably gonna contact you less, everything's not going that great, they're gonna contact you more and the blood pressure is going to be high and and that um that leaves me and I know we're we're just about out of time, which this has been so great because I feel like we're you're getting giving us such great insights and and now having such a better understanding of why Hubilo can and does provide such phenomenal  client experience. What do what is your personal, This is more of a personal question for you.  You know, it's it's a rough gig, you know to be having to um  kind of manage and help help maybe angry clients, you know, or frustrated clients navigate. What is your way that you kind of decompress or distress after  uh facing that, you know, after you've handled that and maybe had had to really d you know um  you know, just help defuse situations and make them happy, turn them from from a hater into a fan even if you need to. But what are ways that you relax and de stress after,  you know, handling client experience. Um How do how do you kind of keep your head level and and reset?

Yuvraj Saxena:  All right. Uh So this  is this is another secret  for the for the  customer side rather than the people who are providing support.  There would already be  aware of it. But  one thing that I've realized is very important is because  a customer  success manager, client experience manager, a customer support person at the end of the day is  in the job  where  the core of the job  requires them to deal with dissatisfaction,  right?

SUBTOPIC: Dealing With Dissatisfaction 00:27:25-00:32:14

Rachel Moore:  But  really, honestly, now I want to be using that question you asked in the interviews because I think that's a fantastic question. Um because I think we've all, you know, anyone who's worked for anywhere, anyone anywhere has always been like, yeah, that that extra little bull in the job description, other duties as required, you know? And then you're like,  yeah, but what does that mean? You know, and getting into that. So anyone who can relate to that you're out there going, yep,  but I I think that's really cool because it can be very easy, especially uh you know, I've worked in customer service and customer experience roles before, where, and even if I wasn't directly related to those teams, I I knew the employees and I knew  kind of the nature of the job, it can be kind of a gut wrenching job sometimes because you are, I mean usually people,  everything's going great, they're probably gonna contact you less, everything's not going that great, they're gonna contact you more and the blood pressure is going to be high and and that um that leaves me and I know we're we're just about out of time, which this has been so great because I feel like we're you're getting giving us such great insights and and now having such a better understanding of why Hubilo can and does provide such phenomenal  client experience. What do what is your personal, This is more of a personal question for you.  You know, it's it's a rough gig, you know to be having to um  kind of manage and help help maybe angry clients, you know, or frustrated clients navigate. What is your way that you kind of decompress or distress after  uh facing that, you know, after you've handled that and maybe had had to really d you know um  you know, just help defuse situations and make them happy, turn them from from a hater into a fan even if you need to. But what are ways that you relax and de stress after,  you know, handling client experience. Um How do how do you kind of keep your head level and and reset?

Yuvraj Saxena:  All right. Uh So this  is this is another secret  for the for the  customer side rather than the people who are providing support.  There would already be  aware of it. But  one thing that I've realized is very important is because  a customer  success manager, client experience manager, a customer support person at the end of the day is  in the job  where  the core of the job  requires them to deal with dissatisfaction,  right?  Um  I mean,  it's always turned  the tables thing. A  person calling in who  has problems.  It has some amount  of dissatisfaction. That  is the reason they're calling in and  you have to go ahead and turn that  into a satisfied customers and  turn them back, right? So  you're doing that in and  out. And um what  I realized is as a human, you  have a  uh  certain saturation point  to how much  dissatisfaction you can deal with. There is  that one rebel mode and you're like,  why am I dealing with this? Why am I in this  job I'm doing with my life?  Right.  Um,  at that point in  time, it is very  important for  an employee  to have that safe  space  internally, within their team, with their team leader with me directly uh that they can go ahead and vent out.  Yeah,  because that is what I've explained to a few people who reacted um  in front  of a customer that  whatever the case may be, unless the customer is using profanity, you will not react, You will respond to what is happening. And this is one thing which I like to teach them when I'm trying to explain them what it means to be a c exam that  we don't react to situations. We respond to situations. So if someone is yelling on us, we are the reaction would have been asking them to, you know, just calm down,  keep it low and let's focus on what's happening rather than that what we would do is we try to filter out ourselves that what is causing this frustration for the customer target that and solve it out right? But then even for profanity, we have a very strict rule that yes at any point in time our job is to  deal with  dissatisfaction  does not mean we are going to be okay with  profane language over a call. Even from a customer sent. If that happens, we have our, you know, as a piece in place. We can give them a disclaimer once twice and then get off the calls or move the conversation to an email.  But again,  I don't know how many of my guys actually uh follow that S. O. P. Because um because to them during a live event rather than the fact that the customer is using profane language they would want to focus upon what is frustrating the customer to the level that they might be using profane language during a live event? That means some issue is big. So I've got a good tape.  I'm lucky with my team.

Rachel Moore:  Yeah, it seems like it. That's

SUBTOPIC: Dealing With Dissatisfaction 00:29:45-00:32:09

Yuvraj Saxena:  Um  I mean,  it's always turned  the tables thing. A  person calling in who  has problems.  It has some amount  of dissatisfaction. That  is the reason they're calling in and  you have to go ahead and turn that  into a satisfied customers and  turn them back, right? So  you're doing that in and  out. And um what  I realized is as a human, you  have a  uh  certain saturation point  to how much  dissatisfaction you can deal with. There is  that one rebel mode and you're like,  why am I dealing with this? Why am I in this  job I'm doing with my life?  Right.  Um,  at that point in  time, it is very  important for  an employee  to have that safe  space  internally, within their team, with their team leader with me directly uh that they can go ahead and vent out.  Yeah,  because that is what I've explained to a few people who reacted um  in front  of a customer that  whatever the case may be, unless the customer is using profanity, you will not react, You will respond to what is happening. And this is one thing which I like to teach them when I'm trying to explain them what it means to be a c exam that  we don't react to situations. We respond to situations. So if someone is yelling on us, we are the reaction would have been asking them to, you know, just calm down,  keep it low and let's focus on what's happening rather than that what we would do is we try to filter out ourselves that what is causing this frustration for the customer target that and solve it out right? But then even for profanity, we have a very strict rule that yes at any point in time our job is to  deal with  dissatisfaction  does not mean we are going to be okay with  profane language over a call. Even from a customer sent. If that happens, we have our, you know, as a piece in place. We can give them a disclaimer once twice and then get off the calls or move the conversation to an email.  But again,  I don't know how many of my guys actually uh follow that S. O. P. Because um because to them during a live event rather than the fact that the customer is using profane language they would want to focus upon what is frustrating the customer to the level that they might be using profane language during a live event? That means some issue is big. So I've got a good tape.

SUBTOPIC: I'm Lucky With My Team 00:32:09-00:34:51

Yuvraj Saxena:  I'm lucky with my team.

Rachel Moore:  Yeah, it seems like it. That's  awesome. And I know we're just about done.  I have one last question for you. Um and  again, a little more personal,  but again just kind of because I think it's always interesting to hear kind of what what people are into um is  there anything that you're listening to  watching or reading  lately that that's really kind of  like you got your attention or  you know, hey this has my interest and something I'm doing right now.

Yuvraj Saxena:  All right. Uh so there's this one life changing book I've had, I'm not I'm not reading it for the first time now, but I'm really reading it probably for about the 50th time now.  Um  it's it's it was actually a  book  Written in 2500 BC by Sun Tzu, it's it's the art of war, a lot of people might know it,  but what that book, uh  the annotated version of that book implies is how exactly you go ahead and deal with conflict.  And at the end of the day, if you are in the client servicing world and if you're not reading about conflict management  then probably you're not reading the right stuff.  So that is a book which I have everyone who grows as a team leader within the team.  And here's another thing going back to, I'm sorry, I'm back battling a bit. Um  going back to the fact that how do we cultivate a good team  at  Hubilo one of the other things that we were able to pull off was  we never hired a team leader, a manager from the outside world directly as a manager, uh  even in the  hyper growth phase, we brought in people at the C. X. M. Level and then we gave  them the opportunity when we  realized the potential  to grow into a manager at the end of the day if you do not have a manager who can understand the issues of a ground level, there is a disconnect  between their team and them,

Rachel Moore:  wow. Yeah.

Yuvraj Saxena:  So uh  as and when  someone grows into the manager level they get  they get a copy of that particular book gifted from  my end.

SUBTOPIC: A Life-Changing Book 00:32:14-00:33:21

Rachel Moore:  I have one last question for you. Um and  again, a little more personal,  but again just kind of because I think it's always interesting to hear kind of what what people are into um is  there anything that you're listening to  watching or reading  lately that that's really kind of  like you got your attention or  you know, hey this has my interest and something I'm doing right now.

Yuvraj Saxena:  All right. Uh so there's this one life changing book I've had, I'm not I'm not reading it for the first time now, but I'm really reading it probably for about the 50th time now.  Um  it's it's it was actually a  book  Written in 2500 BC by Sun Tzu, it's it's the art of war, a lot of people might know it,  but what that book, uh  the annotated version of that book implies is how exactly you go ahead and deal with conflict.  And at the end of the day, if you are in the client servicing world and if you're not reading about conflict management  then probably you're not reading the right stuff.  So that is a book which I have everyone who grows as a team leader within the team.

SUBTOPIC: How Do We Cultivate a Good Team? 00:33:21-00:34:16

Yuvraj Saxena:  going back to the fact that how do we cultivate a good team  at  Hubilo one of the other things that we were able to pull off was  we never hired a team leader, a manager from the outside world directly as a manager, uh  even in the  hyper growth phase, we brought in people at the C. X. M. Level and then we gave  them the opportunity when we  realized the potential  to grow into a manager at the end of the day if you do not have a manager who can understand the issues of a ground level, there is a disconnect  between their team and them,

Rachel Moore:  wow. Yeah.

Yuvraj Saxena:  So uh  as and when  someone grows into the manager level they get  they get a copy of that particular book gifted from  my end.

SUBTOPIC: Excellent Tips 00:34:16-00:35:36

Yuvraj Saxena:  The least I could have done. I just  want the  support  that we  are providing.  Um that is one, but I also want  the industry  to realize that probably  it's about time that we  go ahead and re evaluate  how we provide  support, at least in this  particular space.  The others can still  continue

SUBTOPIC: Excellent Tips 00:34:51-00:35:36

Yuvraj Saxena:  The least I could have done. I just  want the  support  that we  are providing.  Um that is one, but I also want  the industry  to realize that probably  it's about time that we  go ahead and re evaluate  how we provide  support, at least in this  particular space.  The others can still  continue

SUBTOPIC: Thank You Rachel 00:35:36-00:36:50

Rachel Moore:  appreciate you. Thank you so much. And this was great. I'm actually going to get the transcript of this two because um, I can give this to like Tessa's team and they can, you know, be developing because seriously, some of these are great. I love your example about the, you know, the, the ballroom versus lounge and stuff and it's just like, God, that just makes sense. So this is all fantastic and exactly what we needed.

Yuvraj Saxena:  Thank you Rachel, Thank you and like every time you connect again, a great conversation,

Rachel Moore:  thank you. So hey, and actually, yeah, I will set something up with you to hopefully next two weeks or something where we can talk about  Future ways and plans, there's a couple of things I need to talk to you about and I'll let you go now because I I know I only had you for 48 minutes. But um I'll pay you will get on a conversation just about different  ways that I think I can help make sure socials  and easier support  the system  that we can be looking at  from a company standpoint.  So  Q.

Yuvraj Saxena:  All right, thank you. Thank you. Thank you for your time. So late in the night. It's about what? Midnight? Almost midnight close to midnight.

Rachel Moore:  Yeah, I took a nap earlier, so I'm not I'm doing all right and then I have  tomorrow off, which is

SUBTOPIC: Thank You So Much 00:35:36-00:37:38

Rachel Moore:  appreciate you. Thank you so much. And this was great. I'm actually going to get the transcript of this two because um, I can give this to like Tessa's team and they can, you know, be developing because seriously, some of these are great. I love your example about the, you know, the, the ballroom versus lounge and stuff and it's just like, God, that just makes sense. So this is all fantastic and exactly what we needed.

Yuvraj Saxena:  Thank you Rachel, Thank you and like every time you connect again, a great conversation,

Rachel Moore:  thank you. So hey, and actually, yeah, I will set something up with you to hopefully next two weeks or something where we can talk about  Future ways and plans, there's a couple of things I need to talk to you about and I'll let you go now because I I know I only had you for 48 minutes. But um I'll pay you will get on a conversation just about different  ways that I think I can help make sure socials  and easier support  the system  that we can be looking at  from a company standpoint.  So  Q.

Yuvraj Saxena:  All right, thank you. Thank you. Thank you for your time. So late in the night. It's about what? Midnight? Almost midnight close to midnight.

Rachel Moore:  Yeah, I took a nap earlier, so I'm not I'm doing all right and then I have  tomorrow off, which is  wonderful. So

Yuvraj Saxena:  Yeah, what's 11 November off about?

Rachel Moore:  Uh It's Veterans  Day, so just a national  holiday. Not everybody has it off, but we do. Which is fine. But yeah, just to kind of say, hey, thank you veterans for your service and for your sacrifice kind of thing.  So

Yuvraj Saxena:  yeah, absolutely  awesome.  I hope you have an excellent time ahead. Alright,

Rachel Moore:  thank you to feel free to close the tab.

Yuvraj Saxena:  Absolutely. And if you would want you can actually I can give you a name to connect with if you want to troubleshoot that camera thing right now, if you want to

Rachel Moore:  I'm not going to do it now, but if you want to slack it to me, I am going to try, they've given me a couple of links to I'm gonna see if I can troubleshoot it myself, but I will I will take you up on that offer if I can't manage it. All right.

Yuvraj Saxena:  Thank you, Rachel.  See you again,

Rachel Moore:  Okay. Bye.

SUBTOPIC: What's 11 November Off About? 00:36:50-00:37:38

Rachel Moore:  wonderful. So

Yuvraj Saxena:  Yeah, what's 11 November off about?

Rachel Moore:  Uh It's Veterans  Day, so just a national  holiday. Not everybody has it off, but we do. Which is fine. But yeah, just to kind of say, hey, thank you veterans for your service and for your sacrifice kind of thing.  So

Yuvraj Saxena:  yeah, absolutely  awesome.  I hope you have an excellent time ahead. Alright,

Rachel Moore:  thank you to feel free to close the tab.

Yuvraj Saxena:  Absolutely. And if you would want you can actually I can give you a name to connect with if you want to troubleshoot that camera thing right now, if you want to

Rachel Moore:  I'm not going to do it now, but if you want to slack it to me, I am going to try, they've given me a couple of links to I'm gonna see if I can troubleshoot it myself, but I will I will take you up on that offer if I can't manage it. All right.

Yuvraj Saxena:  Thank you, Rachel.  See you again,

Rachel Moore:  Okay. Bye.

Yuvraj Saxena:  Bye.


TOPIC: Customer Success Interview Questions 00:15:34-00:32:09

SUBTOPIC: Training Up People Internally 00:15:34-00:20:43

Yuvraj Saxena:  Yeah,  So that is something which we spent a lot of time on and  um,  You know, it wasn't easy to go ahead and say that, you know what, traditionally, it's written in probably 10 different books, that this is the way to go. We are not going that route, you would have to take a different route over here. And you know, funny that you brought up jargon because this is something which we also go ahead and  um,  training up people internally  is,  you don't need to talk to the customer in Hubilo's lingo, you need to talk to them in their lingo. So we actually have a customer who organizes speed dating events on Hubilo, right? And uh, he likes to call the lounge as the ballroom,  correct. Um, and the first time that he would have used the term, the lounge was probably in the first call,  uh, in which we were onboarding him that, hey, we're using the lounges the ballroom and he actually never asked us that you need to call it the ballroom to,  but it  has been seven months, six events around the line,  everyone at home below and talking to, that customer understands that if he says the ballroom, we're talking about the launch, Oh, no one would respond back with the launch. We all respond back with the ballroom.

Rachel Moore:  I love that. That's oh  my gosh! But, but you're  because yeah,  you, that is really  to me going above and beyond because I'll tell you my inclination, I would like to educate people as I talk to them. So  if we're like using a tool and I'll be like, and if they say it wrong, I'll probably like, yeah, that  that's referred to as the blood  or that's, you know, that the name  of that tool is this  and like trying to say, okay, please start using the same  thing. But I,  I think it's so cool that, you know  what you  are letting then, that, that  event planner, that brand or  that, that, you know,  organization  really make,  Hubilo what it needs, they needed to be. And then there's no  confusion and I love that you guys  go that extra mile or  kilometer to,  uh, you know, because again, I'm  in miles in the United  States and I know  we're like one of the only countries  that just decides not to do the metric  system cause we're interesting.  Um, that's an aside side note there.  But um,  but yeah, just  that you, you're taking it extra to say,  you know, let's just  remove literally any confusion for this, this  person. So  that when they say ballroom we know what he's talking about, we're just going to go with that and,  and, but it's perfectly  fine because like  you just demonstrated,  uh I actually hadn't even thought about that, that yeah, speed dating can happen in Hubilo and they're, they're calling the lounges the ballroom and that  is what that is in  their event, which is way cool,

Yuvraj Saxena:  Absolutely. And see again, the thing is um,  I could have, I could have kept,  I could have asked the team to go ahead and use a uniform lingo across the clients because that is what again, one of the fundamentals of client servicing would suggest  that you use your lingo because it makes it easier for another person or a new person handling the call to understand it well,  but I think it was just uh, you know, it would just be lazy not to go ahead and spend that additional effort in order to get the context right of what the customer is talking about.  Imagine you are setting up 50, launch tables inside of the envelope, right?  You are calling  5-6 times a day because you have, you know, probably some person is facing trouble joining and some table has been set up wrongly, it's not showing up onto the platform,  there can be multiple things right  in all those seven calls, if you are required to explain that when you say the ballroom, you mean the lounge  By the 8th call, that's each side is going down to the bottom,

Rachel Moore:  yep,

Yuvraj Saxena:  because that would happen to me as well  if I'm calling in and I have to explain myself what I'm talking about every time when I'm talking about the repeated issue,  you know, that is, that is one of those moments when those questions comes up,  don't you have notes from the last fall, yep,

Rachel Moore:  right? Like Kant, haven't you  have like, just go  with me on this, Right, And,  and you know, at that moment  when seconds really do count if there is a  problem,  the  last thing you should be doing is nitpicking over, are we calling  it the right thing  or you know who's right here, but instead be like,  sorry, sorry, no, no, we  know what you're talking about, what do you need, where do we help you with the  ballroom and,  and making sure they get that help. I have a question for you,  um,  because  this is phenomenal  sounding again, and, and you and I have  talked offline and  when you've been on the, in any event show in the past to  our livestream and again,  I just get blown away at the,  because literally  you're talking about, typically there's all companies with customer  support or client client  experience and they're  saying, oh, there's a turnaround  time and,  and I know there there are those  like seconds or minutes where it's like, you can demonstrate, hey, here's how  long, but  because by virtue of us  having our  people are in the event already in the  client's event, there literally is no turnaround time. They are  that team member. You're you're making them be  part of that team

SUBTOPIC: You're Going Above and Beyond For Customers 00:16:58-00:18:14

Rachel Moore:  I love that. That's oh  my gosh! But, but you're  because yeah,  you, that is really  to me going above and beyond because I'll tell you my inclination, I would like to educate people as I talk to them. So  if we're like using a tool and I'll be like, and if they say it wrong, I'll probably like, yeah, that  that's referred to as the blood  or that's, you know, that the name  of that tool is this  and like trying to say, okay, please start using the same  thing. But I,  I think it's so cool that, you know  what you  are letting then, that, that  event planner, that brand or  that, that, you know,  organization  really make,  Hubilo what it needs, they needed to be. And then there's no  confusion and I love that you guys  go that extra mile or  kilometer to,  uh, you know, because again, I'm  in miles in the United  States and I know  we're like one of the only countries  that just decides not to do the metric  system cause we're interesting.  Um, that's an aside side note there.  But um,  but yeah, just  that you, you're taking it extra to say,  you know, let's just  remove literally any confusion for this, this  person. So  that when they say ballroom we know what he's talking about, we're just going to go with that and,  and, but it's perfectly  fine because like  you just demonstrated,  uh I actually hadn't even thought about that, that yeah, speed dating can happen in Hubilo and they're, they're calling the lounges the ballroom and that  is what that is in

SUBTOPIC: Get the Context Right for the Customer 00:18:15-00:20:02

Yuvraj Saxena:  Absolutely. And see again, the thing is um,  I could have, I could have kept,  I could have asked the team to go ahead and use a uniform lingo across the clients because that is what again, one of the fundamentals of client servicing would suggest  that you use your lingo because it makes it easier for another person or a new person handling the call to understand it well,  but I think it was just uh, you know, it would just be lazy not to go ahead and spend that additional effort in order to get the context right of what the customer is talking about.  Imagine you are setting up 50, launch tables inside of the envelope, right?  You are calling  5-6 times a day because you have, you know, probably some person is facing trouble joining and some table has been set up wrongly, it's not showing up onto the platform,  there can be multiple things right  in all those seven calls, if you are required to explain that when you say the ballroom, you mean the lounge  By the 8th call, that's each side is going down to the bottom,

Rachel Moore:  yep,

Yuvraj Saxena:  because that would happen to me as well  if I'm calling in and I have to explain myself what I'm talking about every time when I'm talking about the repeated issue,  you know, that is, that is one of those moments when those questions comes up,  don't you have notes from the last fall, yep,

Rachel Moore:  right? Like Kant, haven't you  have like, just go  with me on this, Right, And,  and you know, at that moment  when seconds really do count if there is a  problem,  the  last thing you should be doing is nitpicking over, are we calling  it the right thing  or you know who's right here, but instead be like,  sorry, sorry, no, no, we  know what you're talking about, what do you need, where do we help you with the  ballroom and,

SUBTOPIC: What Are Your Secrets For Customer Success? 00:20:02-00:27:25

Rachel Moore:  um,  because  this is phenomenal  sounding again, and, and you and I have  talked offline and  when you've been on the, in any event show in the past to  our livestream and again,  I just get blown away at the,  because literally  you're talking about, typically there's all companies with customer  support or client client  experience and they're  saying, oh, there's a turnaround  time and,  and I know there there are those  like seconds or minutes where it's like, you can demonstrate, hey, here's how  long, but  because by virtue of us  having our  people are in the event already in the  client's event, there literally is no turnaround time. They are  that team member. You're you're making them be  part of that team  for that client. I'm  really curious um  how how  is it that you create  and cultivate a  team that does that because to me  just  being used to, you know, years of where I might  and I had  a problem today where I  like talk to a chat about about a problem with with an order  I made or something  and then I want to go tweet at  him, you know because  I get petty like that and you know,  but  you're  cultivating a team that is going is being that  partner  and that team member for that client.  Uh what are  you, what are your secrets? I would love to know  like what are you,  how do you know like you're hiring someone who's going to have that dedication to that level that you do.  How do you how do you,  you know, just help your team succeed in that very  crucial role they're providing for our clients.

Yuvraj Saxena:  Okay, so um that's an excellent question and I'm contemplating, should I give out all the secrets?

Rachel Moore:  But well, you know, just I mean obviously the great and powerful Oz always had secrets. You know, and you can be that too. But but maybe  just one,  you know, you know, because again you just mentioned books are written  all over the place  about how to provide right customer experience  um And client  experience but you mentioned you like but you have to know the industry and you do need to do it specific to that industry.  Um So yeah maybe just one tip. Like what what's one thing you consistently lay it on me, go for it.

Yuvraj Saxena:  Actually I would I would I would want to go ahead and share it all because I want the support or the support mechanism in this industry to go through an overhaul to go um  um You know towards a model that is much more friendlier to the customers. So I would go ahead and tell you the first and foremost thing that we try to  uh judge in our hiding for customer success or whenever I'm hiding a C. X. M.  Is the thought process  when we asked them questions. I do not really care if they have if they are really good at managing an irate customer.  It's how they respond to that particular situation. It's you know  we asked them things like what is going on through your mind when that customer was yelling. Um  And these are cliche questions. There are a few other questions that I like to ask in my interviews as well. For example this one makes people a bit uncomfortable and this is not something that they prepped for is  what was that one thing in your last job that you did which made you wonder is this even a part of my job description and that catches people off guard. That's a great

Rachel Moore:  question. Everybody's got an answer  to that. They're like for like  what do I say now? Because I know what to say.

Yuvraj Saxena:  Absolutely. And and you know, it's  um  there is no right or wrong answer to that. It's just how they process the response to this particular question. And at the end of the day, what they choose to say because you know, pretty much everyone,  especially in the client servicing world  would have a list of things that they can publish in pdf out on it.  Mm hmm  Of the things that made them wonder that but what they choose to say, that actually gives you a perspective that what is going to be the extra mile Co for this particular person, what will happen  when a customer of Hubilo requires this person to go ahead and go the extra mile and do something  that is not really jotted down  in their job description.  That is just one of the questions that we ask, right. Another thing is uh,  I give them a situation we have been working for the past 11 days. Um you have been really looking forward to a weekend that's coming up,  but a client comes up and states that they have an event on monday. So how important is sunday to you as a holiday? Right? Again, there is no right question. Um I would go for two types of people, people who say that, I would ensure everything is in place by friday so that I can have good rest on saturday and sunday  And be 100% available on Monday during the event.  Then there are those people who would tell me  it doesn't matter, I can always go ahead and take it off some other day. Sunday is just another day on the calendar. Right? So  things like this, when I go ahead and ask them  uh it gives  me a very good understanding of  what is their commitment level towards our customers need.  Right, So first and foremost, that is something which takes the priority. Of course there are other things that are other technical things that we bring into the picture as well, how compatible they are with the industry, with the job with the tech,  but apart from that this is something which we try to look for and once they're in,  see it all goes down to wayne. If you bring the person with the right thought process in and then give him a set of seven different scripts to read in front of the customer.  Mhm  They need to understand. Um first and foremost we don't do scripts, we don't do uh you know, we don't even have them plated emails at home before we let people communicate uh  with their own comfort level, but of course maintaining the decorum.

Rachel Moore:  Right?

Yuvraj Saxena:  Right, so what we try uh to make them understand  is that  person feel most you need to understand what we're trying to do here.

Rachel Moore:  Yeah.

Yuvraj Saxena:  We are not trying to go ahead and get a c set out of the customer. We're not trying to go ahead and  uh up selling  or cross selling or revenue out of the customer,  interestingly,  we don't do up selling cross  selling and customer success at Hubilo. That's something that we have left completely towards sales,  right?  Um  Once we hire  the right people,  it is our job that they need to understand. What is your  vision about  customers at Hubilo?  What is the mission that Hubilo  has and  then  what is it  that they are  required to do in order to excel at their jobs?  Uh  So I get  down, I have a  two pronged training approach. Um the team  leaders that I have  working with me, they are the ones who trained them on, product usage, processes, training and on  and I specifically spent  about  44 and our partners  with the new  Journeys within the 1st 3 weeks.  Um  And  I give them what it means to be a c  except  what  is the meaning of it  so  that they understand that okay, the technical stuff, they're  learning from the Team leaders,  the processes that they  are learning from the team  leaders  at the end of the day.  Uh they know how to apply it  but why to apply? It  is something I like to deliver personally.

SUBTOPIC: What Are Your Secrets? 00:20:43-00:22:06

Rachel Moore:  really curious um  how how  is it that you create  and cultivate a  team that does that because to me  just  being used to, you know, years of where I might  and I had  a problem today where I  like talk to a chat about about a problem with with an order  I made or something  and then I want to go tweet at  him, you know because  I get petty like that and you know,  but  you're  cultivating a team that is going is being that  partner  and that team member for that client.  Uh what are  you, what are your secrets? I would love to know  like what are you,  how do you know like you're hiring someone who's going to have that dedication to that level that you do.  How do you how do you,  you know, just help your team succeed in that very  crucial role they're providing for our clients.

Yuvraj Saxena:  Okay, so um that's an excellent question and I'm contemplating, should I give out all the secrets?

Rachel Moore:  But well, you know, just I mean obviously the great and powerful Oz always had secrets. You know, and you can be that too. But but maybe  just one,  you know, you know, because again you just mentioned books are written  all over the place  about how to provide right customer experience  um And client  experience but you mentioned you like but you have to know the industry and you do need to do it specific to that industry.

SUBTOPIC: Customer Success Interview Questions 00:22:06-00:24:14

Yuvraj Saxena:  Actually I would I would I would want to go ahead and share it all because I want the support or the support mechanism in this industry to go through an overhaul to go um  um You know towards a model that is much more friendlier to the customers. So I would go ahead and tell you the first and foremost thing that we try to  uh judge in our hiding for customer success or whenever I'm hiding a C. X. M.  Is the thought process  when we asked them questions. I do not really care if they have if they are really good at managing an irate customer.  It's how they respond to that particular situation. It's you know  we asked them things like what is going on through your mind when that customer was yelling. Um  And these are cliche questions. There are a few other questions that I like to ask in my interviews as well. For example this one makes people a bit uncomfortable and this is not something that they prepped for is  what was that one thing in your last job that you did which made you wonder is this even a part of my job description and that catches people off guard. That's a great

Rachel Moore:  question. Everybody's got an answer  to that. They're like for like  what do I say now? Because I know what to say.

Yuvraj Saxena:  Absolutely. And and you know, it's  um  there is no right or wrong answer to that. It's just how they process the response to this particular question. And at the end of the day, what they choose to say because you know, pretty much everyone,  especially in the client servicing world  would have a list of things that they can publish in pdf out on it.  Mm hmm  Of the things that made them wonder that but what they choose to say, that actually gives you a perspective that what is going to be the extra mile Co for this particular person, what will happen  when a customer of Hubilo requires this person to go ahead and go the extra mile and do something  that is not really jotted down  in their job description.  That is just one of the questions that we ask, right. Another thing is uh,

SUBTOPIC: How Important is Sunday to You? 00:24:14-00:26:32

Yuvraj Saxena:  but a client comes up and states that they have an event on monday. So how important is sunday to you as a holiday? Right? Again, there is no right question. Um I would go for two types of people, people who say that, I would ensure everything is in place by friday so that I can have good rest on saturday and sunday  And be 100% available on Monday during the event.  Then there are those people who would tell me  it doesn't matter, I can always go ahead and take it off some other day. Sunday is just another day on the calendar. Right? So  things like this, when I go ahead and ask them  uh it gives  me a very good understanding of  what is their commitment level towards our customers need.  Right, So first and foremost, that is something which takes the priority. Of course there are other things that are other technical things that we bring into the picture as well, how compatible they are with the industry, with the job with the tech,  but apart from that this is something which we try to look for and once they're in,  see it all goes down to wayne. If you bring the person with the right thought process in and then give him a set of seven different scripts to read in front of the customer.  Mhm  They need to understand. Um first and foremost we don't do scripts, we don't do uh you know, we don't even have them plated emails at home before we let people communicate uh  with their own comfort level, but of course maintaining the decorum.

Rachel Moore:  Right?

Yuvraj Saxena:  Right, so what we try uh to make them understand  is that  person feel most you need to understand what we're trying to do here.

Rachel Moore:  Yeah.

Yuvraj Saxena:  We are not trying to go ahead and get a c set out of the customer. We're not trying to go ahead and  uh up selling  or cross selling or revenue out of the customer,  interestingly,  we don't do up selling cross  selling and customer success at Hubilo. That's something that we have left completely towards sales,  right?  Um  Once we hire  the right people,  it is our job that they need to understand. What is your  vision about  customers at Hubilo?  What is the mission that Hubilo  has and  then  what is it  that they are  required to do in order to excel at their jobs?

SUBTOPIC: The Team Leaders 00:26:32-00:27:20

Yuvraj Saxena:  Uh  So I get  down, I have a  two pronged training approach. Um the team  leaders that I have  working with me, they are the ones who trained them on, product usage, processes, training and on  and I specifically spent  about  44 and our partners  with the new  Journeys within the 1st 3 weeks.  Um  And  I give them what it means to be a c  except  what  is the meaning of it  so  that they understand that okay, the technical stuff, they're  learning from the Team leaders,  the processes that they  are learning from the team  leaders  at the end of the day.  Uh they know how to apply it  but why to apply? It  is something I like to deliver personally.

SUBTOPIC: How Do You Decompress After Handling Client Experience... 00:27:20-00:29:45

Rachel Moore:  But  really, honestly, now I want to be using that question you asked in the interviews because I think that's a fantastic question. Um because I think we've all, you know, anyone who's worked for anywhere, anyone anywhere has always been like, yeah, that that extra little bull in the job description, other duties as required, you know? And then you're like,  yeah, but what does that mean? You know, and getting into that. So anyone who can relate to that you're out there going, yep,  but I I think that's really cool because it can be very easy, especially uh you know, I've worked in customer service and customer experience roles before, where, and even if I wasn't directly related to those teams, I I knew the employees and I knew  kind of the nature of the job, it can be kind of a gut wrenching job sometimes because you are, I mean usually people,  everything's going great, they're probably gonna contact you less, everything's not going that great, they're gonna contact you more and the blood pressure is going to be high and and that um that leaves me and I know we're we're just about out of time, which this has been so great because I feel like we're you're getting giving us such great insights and and now having such a better understanding of why Hubilo can and does provide such phenomenal  client experience. What do what is your personal, This is more of a personal question for you.  You know, it's it's a rough gig, you know to be having to um  kind of manage and help help maybe angry clients, you know, or frustrated clients navigate. What is your way that you kind of decompress or distress after  uh facing that, you know, after you've handled that and maybe had had to really d you know um  you know, just help defuse situations and make them happy, turn them from from a hater into a fan even if you need to. But what are ways that you relax and de stress after,  you know, handling client experience. Um How do how do you kind of keep your head level and and reset?

Yuvraj Saxena:  All right. Uh So this  is this is another secret  for the for the  customer side rather than the people who are providing support.  There would already be  aware of it. But  one thing that I've realized is very important is because  a customer  success manager, client experience manager, a customer support person at the end of the day is  in the job  where  the core of the job  requires them to deal with dissatisfaction,  right?

SUBTOPIC: Dealing With Dissatisfaction 00:29:45-00:32:09

Yuvraj Saxena:  Um  I mean,  it's always turned  the tables thing. A  person calling in who  has problems.  It has some amount  of dissatisfaction. That  is the reason they're calling in and  you have to go ahead and turn that  into a satisfied customers and  turn them back, right? So  you're doing that in and  out. And um what  I realized is as a human, you  have a  uh  certain saturation point  to how much  dissatisfaction you can deal with. There is  that one rebel mode and you're like,  why am I dealing with this? Why am I in this  job I'm doing with my life?  Right.  Um,  at that point in  time, it is very  important for  an employee  to have that safe  space  internally, within their team, with their team leader with me directly uh that they can go ahead and vent out.  Yeah,  because that is what I've explained to a few people who reacted um  in front  of a customer that  whatever the case may be, unless the customer is using profanity, you will not react, You will respond to what is happening. And this is one thing which I like to teach them when I'm trying to explain them what it means to be a c exam that  we don't react to situations. We respond to situations. So if someone is yelling on us, we are the reaction would have been asking them to, you know, just calm down,  keep it low and let's focus on what's happening rather than that what we would do is we try to filter out ourselves that what is causing this frustration for the customer target that and solve it out right? But then even for profanity, we have a very strict rule that yes at any point in time our job is to  deal with  dissatisfaction  does not mean we are going to be okay with  profane language over a call. Even from a customer sent. If that happens, we have our, you know, as a piece in place. We can give them a disclaimer once twice and then get off the calls or move the conversation to an email.  But again,  I don't know how many of my guys actually uh follow that S. O. P. Because um because to them during a live event rather than the fact that the customer is using profane language they would want to focus upon what is frustrating the customer to the level that they might be using profane language during a live event? That means some issue is big. So I've got a good tape.


TOPIC: 11 November Off About 00:32:09-00:37:38

SUBTOPIC: I'm Lucky With My Team 00:32:09-00:34:51

Yuvraj Saxena:  I'm lucky with my team.

Rachel Moore:  Yeah, it seems like it. That's  awesome. And I know we're just about done.  I have one last question for you. Um and  again, a little more personal,  but again just kind of because I think it's always interesting to hear kind of what what people are into um is  there anything that you're listening to  watching or reading  lately that that's really kind of  like you got your attention or  you know, hey this has my interest and something I'm doing right now.

Yuvraj Saxena:  All right. Uh so there's this one life changing book I've had, I'm not I'm not reading it for the first time now, but I'm really reading it probably for about the 50th time now.  Um  it's it's it was actually a  book  Written in 2500 BC by Sun Tzu, it's it's the art of war, a lot of people might know it,  but what that book, uh  the annotated version of that book implies is how exactly you go ahead and deal with conflict.  And at the end of the day, if you are in the client servicing world and if you're not reading about conflict management  then probably you're not reading the right stuff.  So that is a book which I have everyone who grows as a team leader within the team.  And here's another thing going back to, I'm sorry, I'm back battling a bit. Um  going back to the fact that how do we cultivate a good team  at  Hubilo one of the other things that we were able to pull off was  we never hired a team leader, a manager from the outside world directly as a manager, uh  even in the  hyper growth phase, we brought in people at the C. X. M. Level and then we gave  them the opportunity when we  realized the potential  to grow into a manager at the end of the day if you do not have a manager who can understand the issues of a ground level, there is a disconnect  between their team and them,

Rachel Moore:  wow. Yeah.

Yuvraj Saxena:  So uh  as and when  someone grows into the manager level they get  they get a copy of that particular book gifted from  my end.

SUBTOPIC: A Life-Changing Book 00:32:14-00:33:21

Rachel Moore:  I have one last question for you. Um and  again, a little more personal,  but again just kind of because I think it's always interesting to hear kind of what what people are into um is  there anything that you're listening to  watching or reading  lately that that's really kind of  like you got your attention or  you know, hey this has my interest and something I'm doing right now.

Yuvraj Saxena:  All right. Uh so there's this one life changing book I've had, I'm not I'm not reading it for the first time now, but I'm really reading it probably for about the 50th time now.  Um  it's it's it was actually a  book  Written in 2500 BC by Sun Tzu, it's it's the art of war, a lot of people might know it,  but what that book, uh  the annotated version of that book implies is how exactly you go ahead and deal with conflict.  And at the end of the day, if you are in the client servicing world and if you're not reading about conflict management  then probably you're not reading the right stuff.  So that is a book which I have everyone who grows as a team leader within the team.

SUBTOPIC: How Do We Cultivate a Good Team? 00:33:21-00:34:16

Yuvraj Saxena:  going back to the fact that how do we cultivate a good team  at  Hubilo one of the other things that we were able to pull off was  we never hired a team leader, a manager from the outside world directly as a manager, uh  even in the  hyper growth phase, we brought in people at the C. X. M. Level and then we gave  them the opportunity when we  realized the potential  to grow into a manager at the end of the day if you do not have a manager who can understand the issues of a ground level, there is a disconnect  between their team and them,

Rachel Moore:  wow. Yeah.

Yuvraj Saxena:  So uh  as and when  someone grows into the manager level they get  they get a copy of that particular book gifted from  my end.

SUBTOPIC: Excellent Tips 00:34:16-00:35:36

Yuvraj Saxena:  The least I could have done. I just  want the  support  that we  are providing.  Um that is one, but I also want  the industry  to realize that probably  it's about time that we  go ahead and re evaluate  how we provide  support, at least in this  particular space.  The others can still  continue

SUBTOPIC: Excellent Tips 00:34:51-00:35:36

Yuvraj Saxena:  The least I could have done. I just  want the  support  that we  are providing.  Um that is one, but I also want  the industry  to realize that probably  it's about time that we  go ahead and re evaluate  how we provide  support, at least in this  particular space.  The others can still  continue

SUBTOPIC: Thank You Rachel 00:35:36-00:36:50

Rachel Moore:  appreciate you. Thank you so much. And this was great. I'm actually going to get the transcript of this two because um, I can give this to like Tessa's team and they can, you know, be developing because seriously, some of these are great. I love your example about the, you know, the, the ballroom versus lounge and stuff and it's just like, God, that just makes sense. So this is all fantastic and exactly what we needed.

Yuvraj Saxena:  Thank you Rachel, Thank you and like every time you connect again, a great conversation,

Rachel Moore:  thank you. So hey, and actually, yeah, I will set something up with you to hopefully next two weeks or something where we can talk about  Future ways and plans, there's a couple of things I need to talk to you about and I'll let you go now because I I know I only had you for 48 minutes. But um I'll pay you will get on a conversation just about different  ways that I think I can help make sure socials  and easier support  the system  that we can be looking at  from a company standpoint.  So  Q.

Yuvraj Saxena:  All right, thank you. Thank you. Thank you for your time. So late in the night. It's about what? Midnight? Almost midnight close to midnight.

Rachel Moore:  Yeah, I took a nap earlier, so I'm not I'm doing all right and then I have  tomorrow off, which is

SUBTOPIC: Thank You So Much 00:35:36-00:37:38

Rachel Moore:  appreciate you. Thank you so much. And this was great. I'm actually going to get the transcript of this two because um, I can give this to like Tessa's team and they can, you know, be developing because seriously, some of these are great. I love your example about the, you know, the, the ballroom versus lounge and stuff and it's just like, God, that just makes sense. So this is all fantastic and exactly what we needed.

Yuvraj Saxena:  Thank you Rachel, Thank you and like every time you connect again, a great conversation,

Rachel Moore:  thank you. So hey, and actually, yeah, I will set something up with you to hopefully next two weeks or something where we can talk about  Future ways and plans, there's a couple of things I need to talk to you about and I'll let you go now because I I know I only had you for 48 minutes. But um I'll pay you will get on a conversation just about different  ways that I think I can help make sure socials  and easier support  the system  that we can be looking at  from a company standpoint.  So  Q.

Yuvraj Saxena:  All right, thank you. Thank you. Thank you for your time. So late in the night. It's about what? Midnight? Almost midnight close to midnight.

Rachel Moore:  Yeah, I took a nap earlier, so I'm not I'm doing all right and then I have  tomorrow off, which is  wonderful. So

Yuvraj Saxena:  Yeah, what's 11 November off about?

Rachel Moore:  Uh It's Veterans  Day, so just a national  holiday. Not everybody has it off, but we do. Which is fine. But yeah, just to kind of say, hey, thank you veterans for your service and for your sacrifice kind of thing.  So

Yuvraj Saxena:  yeah, absolutely  awesome.  I hope you have an excellent time ahead. Alright,

Rachel Moore:  thank you to feel free to close the tab.

Yuvraj Saxena:  Absolutely. And if you would want you can actually I can give you a name to connect with if you want to troubleshoot that camera thing right now, if you want to

Rachel Moore:  I'm not going to do it now, but if you want to slack it to me, I am going to try, they've given me a couple of links to I'm gonna see if I can troubleshoot it myself, but I will I will take you up on that offer if I can't manage it. All right.

Yuvraj Saxena:  Thank you, Rachel.  See you again,

Rachel Moore:  Okay. Bye.

SUBTOPIC: What's 11 November Off About? 00:36:50-00:37:38

Rachel Moore:  wonderful. So

Yuvraj Saxena:  Yeah, what's 11 November off about?

Rachel Moore:  Uh It's Veterans  Day, so just a national  holiday. Not everybody has it off, but we do. Which is fine. But yeah, just to kind of say, hey, thank you veterans for your service and for your sacrifice kind of thing.  So

Yuvraj Saxena:  yeah, absolutely  awesome.  I hope you have an excellent time ahead. Alright,

Rachel Moore:  thank you to feel free to close the tab.

Yuvraj Saxena:  Absolutely. And if you would want you can actually I can give you a name to connect with if you want to troubleshoot that camera thing right now, if you want to

Rachel Moore:  I'm not going to do it now, but if you want to slack it to me, I am going to try, they've given me a couple of links to I'm gonna see if I can troubleshoot it myself, but I will I will take you up on that offer if I can't manage it. All right.

Yuvraj Saxena:  Thank you, Rachel.  See you again,

Rachel Moore:  Okay. Bye.

Yuvraj Saxena:  Bye.

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