So, another topic that actually have put this at the conclusion of our course is the legal and ethical issues, which is a very important topic in any aspect of business, but we want to focus particularly in the sales area and also can you first start to talk to us a bit about what you feel are some of the legal and ethical issues that face salespeople. Absolutely. Well, in my industry dealing with OSHA and MSHA, a lot of the government side of things, are we putting them in the right garments that meet those needs from a legal side of it? If we're not, does that come back on Cintas? So, for instance, if I take an oil and gas company, me being a sales rep go out, put them in the wrong garments and then there's an accident. They can come back on me, the sales professional, because I knew that it wasn't the right garments, I've had the training on it and now I have the legal ramifications that if somebody got hurt. From an ethical side, you've got to do what's right. At the end of the day, it always comes out. So, did I go out and sell the business the right way? Did I put them in the right garments and did I do it the right way? So, specifically with a sales rep, are they selling the business the right way? Because long-term forecasts and stuff within the company is the business being sold properly because we don't want a turnover in customers. From a legality side of things, if we're not putting them in the right garments, those companies can be fined which in turn would come back on Cintas. I would think in that particular situation that you've just described, in some cases that might be that the customer is the one that's driving that bad decision, right? Absolutely. That's as an important component to recognize when we talk about legal and ethical issues. Just because the customer wants something, doesn't make it right. Doesn't mean it's necessarily. That puts the salesperson in a tough position. Myself, I run into that. Even being the manager I still go out on sales calls. So, I help out with a lot of the target appointments especially with my newer reps. So, I'll go out and I'll lead that sales call and I'll use the oil and gas industry specifically because of the being legality or have company or we don't need to be in those garments. Actually per OSHA, these are your requirements. If you don't move forward with the program with us, that's okay. You still had been educated on those garments. So, if they do go into saving before it with Cintas, but they utilize a different garment, now it can't come back on us because they made those choices. I see. So, are there other types of ethical issues that you've encountered in your sales career that you could share a story or two with? Yeah. Even from our service reps, when they're picking up garments, they're picking up the dirty clothes and exchanging them with clean garments. So when they are picking up, if somebody left a wallet in a pair of pants or somebody left money and pocketed that they realize when they're picking up the clothes. From that side of things, do they pocket the money or do they return that to whomever it goes to? So from that side of things, I know within Cintas, if we catch somebody doing anything unethical, they're automatically terminated. Even to the point of as a sales rep from ethical side of things, are they filling out all of their paperwork before a customer signs off on it or are they going back in and adding stuff to a contract after it's been signed off on? Now I see. So falsification of documents, and unfortunately, I've not had it out of my location, but we've heard it in the company and when it is discovered, it's an automatic termination because if you don't do things the right way, it is what it is. Right. So, another thing that we've talked about in our classes how it's important that companies have policies, code of ethics and that type of thing, I assume that's something that Cintas has? Absolutely, and there's a zero tolerance for especially ethical and legal. Right. Do you have special training sessions or how does that get communicated to your sales people? We have, in our weekly trainings we do cover it, as well as, we have training on demands. So, everything from a corporate side of things is done electronically, and they have to go through and take an evaluation or take a test at the end of it and pass with a certain score depending on the test. But there is that corporate communication as well. Wow. So, could you maybe share with us ethical or legal kind of issue that you've personally been involved with and how did you resolve that? I can. When I was a service rep, I was actually picking up dirty clothes and there was a bank deposit bag in one of the managers back pockets. As I went through, I seen it, I went up to that manager and said, "hey, I just want to make you aware you had left your bank deposit in the back of your pants", and I came to find out there was over $20,000 in that bag that technically may not have been traced back to me, but it was even more empowering and I was able to build so much more trust and rapport with my customer because of handing him back that bank deposit. Sure. I think wouldn't you say that it's the foundation of sales is trust. Absolutely. But it's really tough to build it, but it can be destroyed just like that. So Brian, you've been a sales manager and this is sales management operations course that we've been talking about, could you just maybe share with us what are the parts of your job that you really enjoy? What are the things that gets you going each day? For me, helping my team succeed. Being able to get out in the car and have fun. Going into the excitement of the sale. Being a manager you don't always have that opportunity that you had when you as a sales rep to go out and get that excitement, to get that high if you will, of the sales call and of winning. So, for me, being a part of my team succeeding is what drives me being able to help other families. Be able to provide a great lifestyle for the seven people in my team to know that they're able to take care of their families, to go celebrate with them whether it's on a weekend or whether we take a day out of the field and go as a team and go do something together because it's not just selling, it's a camaraderie, it's being part of a team. Wow. What an admirable philosophy and I imagine that it'd be really great to work for someone like you and all. I think those are pretty much most of our questions we wanted ask, I just wanted to thank you for being part of this and being so open and sharing all of your experience and all. So Brian, thanks once again. Thanks for having me.
