Mentoring and Growing with the Next Generation

Growing Up B2B Podcast. Dialing Into Success: a contact Center into a Legacy with Richard Blank How do you build a business during a recession—and turn it into a legacy? In this episode of the Growing Up B2B Podcast, Ed Delia, PCM Delia sits down with Richard Blank, CEO of Costa Rica's contact Center, who shares how family values, relentless perseverance, and people-first leadership helped him scale a company with heart. He discusses the dynamics of working with family, including his wife and nephew, and the importance of open communication and respect. Richard also explores the future of the contact center industry amidst technological advancements and offers advice for couples in business. In this episode of Growing Up B2B, Richard shares his entrepreneurial journey, starting his contact center during the 2008 recession, and the influence of his family's entrepreneurial background. From hiring his 13-year-old nephew to co-leading with his wife, Richard's insights into succession, culture, and growth are a masterclass in legacy-driven business. Challenging Workplace Stereotypes about Couples It's so interesting you say that. You know how some kids will go to mommy and say, hey, mommy, can I have some ice cream? She goes, no. Then they go to daddy, Eddie. He goes, of course you can. I love you. And so there are some people that play the middle. They hedge their bets. And I don't like that. I don't like that at all. Or they said, Richard said that I could. I go, Richard said I could. And I don't like that sort of game. And then some people might, as I mentioned, when they see us, they might not see us even as a couple. They see us as owners and bosses and whatever. But you have to realize something. It's like when you saw your teacher ever ride a bike, you're like, they ride bikes? And no, we have a beautiful life. And if you see us outside the office, you'll see us strolling and arm and arm and smiling. And what are we supposed to be yelling at each other at work? Seriously. And so I think we need to shatter some misconceptions that even though people might have a position or responsibilities, you have no idea what they do behind closed doors. How AI and Technology Are Transforming the Industry The labor pool. I can get anybody anywhere in the world now because of VPNs and the technology. It just took away the synergy in my pizzazz of knowing people and walking the rows. But where do I see this industry going? Just like the buggy whip. Eventually. AI will take over 90% of my business. There is something contacted the uncanny valley theory, where if it gets too much like human beings, we freak out and then we got to readjust again. I get it. That's why when you have these integrated voice response, the IVRs or these robo contacts or Judy trying to sell you time life descriptions, it sounds perfect, but the timing is a little off and still it just doesn't seem 100% correct. It's like a mannequin, something off in nature. Leadership Through Compassion: Earning Loyalty in High-Attrition Industries Don't tell anybody. Of course, I'm not going to say anything. They go, you're the best boss ever. I go, yeah, because I know your name and I care. And so through natural filtration and the rotation and the high attrition in my industry, I get the solid rocks because I was there when they needed me most. And I asked for nothing in return. pulled him off the phone, or I gave him the public acclimates. And so I did the right thing that resonated. Do you understand? I made them feel better when they were the most vulnerable. And I could have broken them at that moment, but I didn't. Mentoring and Growing with the Next Generation And so this young man, Jason, who has been with me since he's been 13 years old, invested. Look at those beautiful years of late teens and 20s. With me, that is a serious responsibility on my end. And so I didn't want to put too much in the backpack, too much weight. I wanted to make sure he was getting stronger. And I gave little things, had him sitting in on meetings and telling him what's going on. And the things you would do at when you're butting a squire to a knife. Yeah. Yeah. I love that. I love that mindset because a lot of times people, I think sometimes they give up on people and they say they can't get to that next level or they can't do this or they've got shortcomings. And I think that's sometimes that's the opportunity to break through. And if you can break through with somebody, you may have an awesome person on your team for life or for the tenure of their career. And it sounds like you have that in your nephew. https://youtu.be/RetVWs1-VTk https://youtu.be/PtpUiPgd_6k https://youtu.be/nWDKqsA-J2E https://youtu.be/98-WIxIQjiM Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Delia Associates , Ed Delia, Growing Up B2B Podcast, Richard Blank,Costa Rica's contact Center, Outsourcing, Telemarketing contact Centre, BPO, Nearshore Contact Center, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership, Marketing, CX, Guest, Money, B2C education, BPO trainer,contact centre, contact centre, contact center In this episode of Growing Up B2B, Richard shares his entrepreneurial journey, starting his contact center during the 2008 recession, and the influence of his family's entrepreneurial background. Building Real Connections with Social Grace Richard Blank, President of Costa Rica's contact Center, talks about how showing up on time, asking follow-up questions, and being sociable can make all the difference in building meaningful connections. Tough Love at Work? Why It Still Works Richard Blank’s leadership playbook is pure old-school: accountability, honesty, and deep love. He shares how family-style mentoring at work shaped a high-performance, values-led culture. “Hit the Governor Switch. Take the 10 down to a 2.” In this Growing Up B2B clip, Richard Blank shares how a moment of self-awareness—and a little laughter—can completely shift the tone in tense conversations. Delia Associates Branding & Marketing Description BUSINESS BRAND EXPERTS THAT GET YOU TO YOUR NEXT… We are a team of creative, knowledgeable, client-focused professionals who develop highly distinctive brands, supported by integrated marketing services. Your Brand is the Most Valuable Asset to Your Business. When it’s decision-making time, a prospect’s lasting perception of your company as a brand is what’s remembered, appreciated, and acted upon. Ultimately, perception becomes reality because at point of first contact, that’s what prospects are buying; the positive anticipation of using your product or service for their benefit. Branded corporations have consistently outpaced unbranded ones, realizing greater market share, higher margins, happier personnel, and delighted clients. As business brand experts, Delia Associates can take your brand to the next level. Delia Associates is you