Hire Truckers Podcast

00:00 - 00:17
Speaker 1: Welcome to the Hire Truckers podcast where we interview experts in driver recruiting. We provide industry insights, marketing trends, and motivation to help you level up your recruiting game. Welcome to the Hire Truckers podcast. I'm your host, Aaron Craddock, and I'm super excited. I have Alexandra Christman on today.

00:18 - 00:19
Speaker 1: Welcome to the show, Alexandra.

00:19 - 00:20
Speaker 2: Thanks for having me.

00:21 - 01:01
Speaker 1: And so if you guys don't know Alexandra yet, so Alexandra is actually on our TruckingClicks Hire Truckers team, and she's been with us a number of years and is the director of client success. And so she's one of the people that our clients rave about, and they're like, it's such a joy to work with you guys because we get to work with Alexandra. And so some of that is a vision I had a few years ago just becoming reality the last couple years. And so just as Alexandra's been with our team for a good while and just still being one of the younger, like, newer players in the industry in terms of age of company. Yeah.

01:01 - 01:17
Speaker 1: I just wanted to have her on and just for us to chat through just some of her story, some of our vision, look look at kinda where we're going. So that just kinda lays the scene for the show. So really appreciate you doing this, Alexandra, and jumping on. So

01:17 - 01:20
Speaker 2: Absolutely. I'm looking forward to it.

01:21 - 01:27
Speaker 1: So let's start at the beginning, Alexandra. So when and how did you join Trucking Clicks?

01:28 - 01:54
Speaker 2: Yeah. So I joined Trucking Clicks back in, goodness, February. Honestly, it kind of came at a really pivotal time in my life. I I had just come out of a kind of a really hard season of about two and a half years. In late twenty twenty, while I was pregnant with my youngest, I went through a really big kind of life changing health crisis.

01:54 - 02:13
Speaker 2: I was diagnosed with brain cancer. And so as you can imagine, we spent a year in the fight of our lives, my family and I did. We had a 20 old at the time and one on the way. And so I spent a year fighting that. And then I had been building my real estate career for a few years before that.

02:13 - 02:42
Speaker 2: So when we kind of everything settled down, I jumped back in. At the time, I went with a national kind of a up and coming agency. Just thinking something like that might be a little easier than going back to doing it all myself. And I had a really successful year, but unfortunately, in the fourth round of layoffs about a year later, I was let go. And it it allowed me to have some time with my boys back because, you know, doing real estate, I was gone all the time.

02:42 - 03:32
Speaker 2: I was working early hours, late nights, all sorts of stuff with two little guys at home and my husband feeling like I was just neglecting that part of my life while trying to, you know, support us. And I just took that time after I was was laid off to really pour into them, spend that time with them, but it also kind of led to a really kind of sad season for me. I think I finally was able to process everything I'd gone through in the last two years, and it was just a really, really tough season. And I knew then that I couldn't go back to the life that I had been kind of living kind of honestly, I think I powered through a lot of it trying to avoid a lot of the emotional ramifications of of what had happened. And so I finally, in January, just said, I think I'm ready to kinda start exploring what's out there, what could be a possibility.

03:33 - 04:00
Speaker 2: I hopped on LinkedIn, and I will tell you, I never got on LinkedIn. So this was, like, the first time I've been on probably in six months. And I hopped on, and Ginger had posted about wanting someone that could do some client success communication stuff, some maybe administrative tasks, part time. And it just, you know, it it sounded like something that I would enjoy that I could kind of ease back into. And I just reached out and I said, hey, Ginger.

04:00 - 04:11
Speaker 2: I know nothing about trucking. I know nothing about the industry, but I think I could do the job well, and I'm willing to learn. And here we are two and a half years later.

04:11 - 04:33
Speaker 1: Wow. So this that conversation, like, the beginning or when you joined, it was coming off of a layoff, which is the main thing I remember back then, which is super hard. And I don't think at the time I really knew as much about the brain tumor and and those thing those hard things. So that's, like, a lot of just crazy amount of hard things at one time.

04:34 - 04:57
Speaker 2: Yeah. Yeah. It was it was a really hard fought couple of years. You know, I I look back on it, I know that basically for two years, I was just trying to survive. And then I I'm I'm a person of faith, I believe that God put tracking clicks in my life to be honestly what I needed in that season coming kind of coming out of all of it.

04:57 - 05:23
Speaker 2: You know, it's been such a blessing to be a part of the team. I've still been able to prioritize myself and my family, but I get to enjoy the work that I do. And so it's just been it it was it was crazy how it came about. I actually knew Ginger from about thirteen years before I saw her message. She had actually led a an in home bible study that my mom, my aunt, and I had attended when I was in my late mid twenties.

05:23 - 05:33
Speaker 2: So it was just a coincidence. I didn't know her professionally at all, just personally. And and, again, like like I said, it was just kind of the perfect timing and the perfect fit.

05:33 - 05:41
Speaker 1: Yeah. And I can't believe it's been three and or two and a half years. I was thinking February, like, we're already halfway into this year. Yeah. That's wild.

05:42 - 05:44
Speaker 1: And now you know trucking.

05:44 - 05:56
Speaker 2: And now I know trucking. Oh, well, I'm still learning. Let me tell you, I learn something new every week, but I do. I I will I'll, like, randomly spout off something about trucking. My husband's just like, where did you learn that?

05:56 - 05:59
Speaker 2: I'm like, at work. Duh. Like Yeah.

06:01 - 06:10
Speaker 1: It's yeah. I mean, being in the industry, I don't know, fifteen years or so now, yeah, I'm just constantly learning. I mean, it's it's new stuff new stuff every day.

06:10 - 06:11
Speaker 2: Absolutely.

06:11 - 06:26
Speaker 1: And so what resonated just going back to that time period two and a half years ago, like, what resonated, like, during that pivotal season? And, like, what what made this opportunity feel like something you would even wanna take a chance on?

06:27 - 06:54
Speaker 2: Yeah. I mean, I think that there were a lot of things that jumped out at me. I think number one, just, you know, kind of the job itself was something that I was like, that feels like something I could do and do well. After interviewing with you and Ginger, you know, I learned more kind of about our vivid vision. And one of the things I love so much was that prioritizing our families and our personal lives as well as work is is not only something that you talk about, but that you actually encourage us to do.

06:54 - 07:27
Speaker 2: And that was really key at that time. You know, like I said, I'd been spending all of my time busy and or out of the house up until then, and I didn't wanna keep I I couldn't keep it up, and I didn't want to keep it up. And so that was that was definitely appealing. You know? And then and then just kind of as it as it grew, it really kind of fit into this whole model that I feel like my whole life has followed, which is wherever I land and whatever career path I have found myself on, which there have been a couple, I always find myself serving others.

07:27 - 07:54
Speaker 2: And that's always kind of my what I say is kind of what I feel like I was I was made to do was to find ways I can make others other people's lives better. Anyone that comes across my path, how can I make their life better after we interact than it was before? And that's kind of what the client success thing is. You know, I know some people may think that I'm being, like, overly I'm overly, like, sensationalizing in that way, but I really do look at my job as how can I make this better for our clients? How can I make it easy?

07:54 - 08:10
Speaker 2: How can I make it, you know, helpful? How can I be supportive? And and all of that. And I think that that is that really is kind of what drew me to it, and I think that's what's really, you know, kept me excited about it for for the last last couple of years.

08:10 - 08:29
Speaker 1: So how did your how did your past roles so you mentioned real estate and some of the attention to detail stuff and and just some different and and you've mentioned multiple different iterations of your career just prior to joining us. How how did those past roles prepare you for what for what you're doing now?

08:30 - 08:46
Speaker 2: Yeah. So I would say probably one of the ones that's the most pivotal. Well, I think real estate, but then also I was a teacher in my early post graduation years. And I think with both of those, if you think about it, you're dealing with different people. You're dealing with different personalities.

08:46 - 09:16
Speaker 2: You're dealing with a different situation every time, whether it's a student or, you know, a real estate client. And so for me, again, with that idea of serving them in mind, you have to be able to take each situation as it comes to you and adapt to what they need. And and to do that, you have to be able to listen and communicate well, which is critical, for me, in life personally and professionally. Professionally. I just think that it is the most important part of any relationship working and nonworking.

09:17 - 09:49
Speaker 2: And so I I feel like, you know, all of those, you know, all of those prepared me to be able to, you know, move into the client success role where every fleet is different, every fleet has different needs, every fleet communicates differently, and all of that. And I can easily adapt to that, and I enjoy it. You know? It it it is fun. I have my routines and my set, like, kind of things that I do all of the time, but then each one of them gets a little, you know, tweaked a little bit per client, and that keeps it fun and exciting too.

09:49 - 10:09
Speaker 1: That's awesome. So what does service because I know even the just the term client success can mean a lot of different things to different people. Even amongst our team, like, people have different views of client success and what the role should represent. But what does service look like in the client success role, like, as demonstrated towards our clients? Like, yeah.

10:09 - 10:12
Speaker 1: What does service look like in action for our clients?

10:13 - 10:32
Speaker 2: Yeah. That's a great question. You know, I think it it looks like a lot of different things. Again, one of the things that I mentioned a minute ago is that I think communication is just critical. And so for me, that looks like trying to be as as quick to respond as I can and whether that is an answer or saying, hey.

10:32 - 10:40
Speaker 2: I'm loaded down with meetings today. Can I get back to you on this tomorrow? Or even saying, you know what? I don't know. I'm gonna reach out, you know, to the team.

10:40 - 10:59
Speaker 2: I'll reach out to Erin, Morgan, whoever, and I'll get you an answer. Never be afraid to say you don't know. That's one thing I definitely have learned in my life is that that's that it's okay to say that as long as you act and follow-up on it. And so I I think that that that prompts quick communication helps build trust. Trust is key.

10:59 - 11:12
Speaker 2: And so I think then I think it's, you know, it's serving them. When they say, hey. We'd really like to see x y z. It's getting it turned around to them as promptly as we can and letting them know what that's gonna look like. Hey.

11:12 - 11:20
Speaker 2: I got this out. We'll get on it ASAP. Or, hey. We've received this. It it'll probably be end of day, two or three days from now.

11:20 - 11:44
Speaker 2: I'll keep you updated. And so I think it's serving them well in that way, just keeping them in the loop on what's going on. Then I think it's also the little special things. I mean, one of the things that I started doing just because I just wanted to to call attention to it was, recognizing recruiters that were doing a great job. When we do our quality assurance, I get to hear some of the recruiters, and some of them just are out there doing an amazing job.

11:44 - 12:02
Speaker 2: And I wanted them to get recognized for that. And so I started sending those calls back to the fleets and say, hey. So and so did a great job. I just wanted you to hear this. And so, you know, doing little things like that or, you know, just getting to visit the clients and and being in their environment and learning more about them.

12:02 - 12:18
Speaker 2: And, again, also getting to know them personally and professionally and just building those relationships. I think all of that is a part of, you know, kind of building that successful client relationship. And for me, that's, you know, the biggest part of client success.

12:19 - 12:50
Speaker 1: Yeah. What's kind of surprised me just over the past two or three years as as I feel like we've done since you've come on, I feel like we've gotten excellent in terms of client success. What surprised me during that process is just how reciprocal it is. Just almost all of our clients just try to almost serve us back, and I'm like, we're providing a service that they're paying for. It almost surprises me sometimes how much they just reciprocate and care about our team and just encourage.

12:50 - 13:10
Speaker 1: And I remember it even came up on a call, in the last month. One of our clients was like, how can we help you all get more known and tell more fleets about what you're doing? How can we give you intros? And then I feel like that's just that's just wild. And it just shows that, like, when you really serve and put them first, like, in terms of, like, let's highlight their recruiters.

13:10 - 13:41
Speaker 1: Let's like, not just the people signing the check Mhmm. Every month over to us for advertising, but it just just anybody on their team, and that's something you've done really well. And so when when you read over the vivid vision before you joined us, there was there was this term back then. I know we we have a new iteration of the vivid vision, our three year vision now, but there was a term even back then about wowing, like creating wow moments, like wow in all caps, and just amazing our clients. And so we talk a lot about those moments.

13:41 - 13:48
Speaker 1: Can you share one that stands out just from the past year where we've been able to create that wow moment for a client?

13:48 - 14:11
Speaker 2: Yeah. I do have one that's my probably my absolute favorite one. One of our clients has a kind of an animal mascot. And as part of celebrating that with them and our anniversary of working with them, we adopted a turtle and got to name him after their mascot. And that is probably my number one kind of wow moment.

14:11 - 14:42
Speaker 2: It was just so fun. Kind of, you know, when I was when I was thinking about what can we do that that's personal, that that shows them that we care and that we're excited to be working with them and whatnot. When that when that turtle adoption kind of came to me, it was just I I was so excited. And then to be able to to see their reaction, like, they they have the picture up on the wall and, like, kind of, like, with his his information and all of that. And then I still get updates on him, like, every month, and so I will forward those on when they come through.

14:43 - 14:50
Speaker 2: And that one is that was probably the highlight of those wow moments for me in terms of, like, the the big things.

14:50 - 14:57
Speaker 1: That's awesome. That's that's cool. Adopting a turtle. You don't think of that when you think of client success.

14:57 - 15:03
Speaker 2: No. No. But it was really it was really a special it was really a special moment.

15:04 - 15:18
Speaker 1: Yeah. And that's one thing I feel like you've done well is is come up with just creative ideas that aren't about us because it's one of those things, like, I can send, you know, a higher truckers Yeti, and people are kind of excited. They're like, oh, yeah. Nice cup. You know?

15:18 - 15:49
Speaker 1: But I have 10 Yetis, and and and it's not about them. That's one thing I feel like we've really clicked forward in the last year and a half is our different little gifts are about them, whether it's their word or their mascot in the case that you mentioned or their team. And not about like, a lot of times our brand won't even be on it, but it's just how do we celebrate them and the things that are important to them in that season. Because it wasn't it wasn't the the hire truckers turtle. Right?

15:49 - 16:09
Speaker 1: In that instance, it was it was their mascot and and and their honor. And so just really something that they had already put into existence, and then we just built on it and helped add fuel to it. I just think that's super powerful. So moving moving into our next section, it's on a team and culture. And just this is one of the sections when we did our pre call.

16:09 - 16:15
Speaker 1: I know you were most excited about diving into. But what makes our team click so well?

16:15 - 16:41
Speaker 2: Yeah. I I really do think that the biggest thing, that makes our team work so well together is that we've put in the work to make it work. We have worked on making sure we understand each other, making sure we understand how that person may operate individually, but also as a teammate. Like, how how do they come in and collaborate versus how they work independently. And I just am incredibly grateful that we've all been willing to do that.

16:41 - 17:06
Speaker 2: We've all put in that work. We utilize something called the Colby, which also kinda gives us insight into how each person kind of is wired to act and to work. And I think that that is actually it's something that I mean, I'll be honest. When I when it was kinda first presented, I was like, this seems kinda silly. And then as the years have gone on and we refer back to it so often, it makes so much sense.

17:06 - 17:26
Speaker 2: And to know, hey. We might be missing on this not because we don't understand each other and not because there's some kind of conflict. We just come at it differently. You know? And so whereas I might come at something very relationally, you know, someone else, you know, you might come at it very, like, data centric.

17:27 - 17:44
Speaker 2: And that can cause what feels like a rift even though it's not. But, again, we've put in that work to understand that that, hey. We're just looking at this different because that's how we are wired. And I just really am thankful that that is something that we have focused on as a team, and I think it's what makes us powerful together.

17:44 - 18:17
Speaker 1: Yeah. The yeah. I've been amazed, honestly. Like, there have been there are different times over the last few years, and we were, like, where our team's at each other's throats and and myself included, like, where I say something that doesn't come across right and and isolate someone and make them not feel heard. And and the thing I've one of the things I've been most depressed impressed about, and and honestly, the reason our team is that we've had such good retention in terms of who we have on our team and then a cohesive team is just that everyone has done the work.

18:17 - 18:53
Speaker 1: Like, read the books, listened to the podcast, like, tried to own their part, like, accepted, you know, sometimes maybe even poorly given constructive feedback from me. And, yeah, I'm just really blown away because I, you know, I've had had an opportunity to work with different people on the team in other seasons too in other roles And just seeing, yeah, just seeing the growth of everybody I get to work with just blows my mind. And I'm just so encouraged. And and I think some people think probably think from working with us because we're we're we're generally, like, a positive and joyful team. Like, oh, their team must always get along, like, now.

18:54 - 19:14
Speaker 1: Now we might have, like, a Monday Monday morning call where we, like, get off, and I'm like, what just happened? Like, we were doing so well, and then, like, something exploded, and I don't even know what happened. Golly. It's but just everybody I'm even amazed then, like, when I might get a phone call, like, an hour later and, hey. Like, I I did the like, just people owning up.

19:14 - 19:26
Speaker 1: Yeah. Like, hey. I did this. Like and I I realized in thinking back on it, like, I said this, but I really meant this, and and I understand how it may have come across or just call in and ask him questions. Like, how could I have better done this?

19:26 - 19:51
Speaker 1: Like, I'm just really impressed with the humility because we have a lot of just a players, leaders. Like, everyone on our team has been a leader and and is a leader in some context even today, whether amongst their family or church or or or in our organization. And, yeah, I just continue to be amazed at at the work. I'm so glad you touched on that. Because, like, yeah, that that is the only reason we click so well is we have all worked our tails off at it.

19:51 - 20:04
Speaker 1: Like, I'm I'm literally listening to a book on listening right now. Yeah. Because I still talk too much. And that's something that I'm changing my identity in that that I'm becoming a better listener.

20:05 - 20:25
Speaker 2: Well and I'll tell you, I think that what is also really, really helpful is that whereas with a lot of company, you know, dynamics, you feel like you can't go to someone above you and say, hey. When you did that, that really bothered me. It really upset me or whatnot. But here, I feel like it does not matter who said it, who did it. We can all go to each other.

20:25 - 20:55
Speaker 2: We all feel safe in doing that. Like, it never feels like I can't say anything because I'm gonna lose my job. And I think that that's really key too is that there is a safety in knowing that no matter who a conflict or whatever is happening with, we're all open to having those discussions. And that's something that you don't find very often that I think makes us kind of sets us apart, makes it makes it really special, and, again, helps it helps us work through it and be stronger on the other side.

20:56 - 21:12
Speaker 1: Mhmm. Yeah. And and honestly, just as the lead like, that's so much a vision becoming a reality, and so it's very encouraging that you share that. And and I can even think of an example last last week. It was somebody somebody in operations came to me and was like, hey.

21:12 - 21:25
Speaker 1: You said this, and it landed really, really wrong. And and, again, like, I I was sharing with my I was sharing with Lauren. Like, my wife was like, hey. We did this. And I shared what I had done, and she went, oof.

21:25 - 21:44
Speaker 1: It was, like, the exact thing. She was like, oh, I can't believe you did that. I'm like, well, you gotta understand where I'm coming from. Like and but just it just because there was even when I was confronted with how I had presented that particular thing and confronted with, like, hey. It made me feel this way even though that wasn't your intent.

21:44 - 21:58
Speaker 1: I was like, honestly, like, when I sit back and think about it, my intent was kinda. Like, I said that in a way to try to control you. Like, if I really analyze it like, I didn't necessarily know that till I thought about it. Yeah. And I'm thinking about it now.

21:58 - 22:31
Speaker 1: And, like, I I think I kind of meant that. Like, because of my own insecurities with this particular thing we're working on within the business in transition, I projected my insecurities by throwing that out there, like, with a strategic intention to kinda manipulate and control. And so, like but I just appreciated just the, yeah, just the humility and maturity to come to me like the person that's signing the paycheck and with the like, just the comfort level. I was like, how I was like, honestly, I was when I told Lauren and she was like, oh, fuck. I can't believe you did that.

22:31 - 22:51
Speaker 1: I was like, honestly, it's such a win. Like, because the fact that my team trusts me to bring those really uncomfortable things because I've only had, like, five people ever do that in my whole life Mhmm. When I've had, you know, over a 100 people work on different teams for me over the years. And, yeah, I'm just so and I just like that I get that Mhmm. Yeah.

22:52 - 23:10
Speaker 1: On some level from everyone on the team just as we keep growing. So so along those lines, like, roles does trust play on the we're talking about trust on our team, but pivoting to the client side. What role does trust play in the client relationships, like, with the clients we serve?

23:11 - 23:21
Speaker 2: Yeah. So it's kind of, yeah, in that same vein. If you don't have trust, you cannot build a relationship. You can't grow with a client if there's not that trust. I mean, we could offer them the moon.

23:21 - 23:46
Speaker 2: You know? We could have the best services out there. We could be offering them the best results. But if they don't trust us, it's it's not ever gonna stick, and it's not gonna grow, and and it's not gonna be good for either one of us. And so kind of, you know, going back to to what I said earlier, I think one of the things that I've learned kind of along my journey in life is that you wanna communicate communicate clearly and concisely and just honestly.

23:46 - 24:03
Speaker 2: And I think that that goes back to what I said earlier, like, don't be afraid to say, hey. I don't know. I think that honestly, that's one of the greatest responses you can get from someone because you know they're being honest with you. And, of course, you know, you always want them to follow-up with, hey. I don't know, but I'm gonna go find out for you.

24:03 - 24:35
Speaker 2: And so that I mean, that is I I have used that more in my life than I would like to, but at the same time, when then I'm able to turn around and deliver that answer back, that builds that trust. It's like another step forward, you know, and another another click on that journey forward towards, you know, them being able to trust me knowing I'm gonna follow through on what I said. And so, you know, I think that that that's that's really critical. And then I think the other thing is is that we have to be honest. If we make a mistake or if we have slipped up or we've missed something.

24:35 - 25:04
Speaker 2: And when we are honest and transparent and even proactive about letting them know, that builds trust almost even at a greater level. You know, if we have missed something or something just isn't working and we see it and we let them know beforehand, that, I mean, that builds more trust than us just being like, oh, let's just keep quiet and just, like, maybe they won't notice. Well, that that builds zero trust because they are gonna notice, and then they're coming back and say, hey. Did you not see this? And, also, if you did, why didn't you tell us?

25:04 - 25:16
Speaker 2: So, I mean, I think that that that trust and honesty are just honestly one of the most critical components in the client success role, you know, and and relationship.

25:17 - 25:36
Speaker 1: Mhmm. And we don't always get there. Like, I I just think of just some of the clients. You know, we do have a really like, an industry leading retention rate. However, not every client's worked out last few years, and and and I think, like, some of those that haven't, I think, when I'm looking back on it, it's like the trust was never fully formed.

25:36 - 25:54
Speaker 1: Yes. And then other instances, like, there might have been some area we missed the mark, but we didn't know about it. Or or yeah. Not always the case. But but but most of the time most of the time, I think our team has led with that the last few years of, like, when we see something, we proactively communicate it.

25:54 - 26:26
Speaker 1: And, yeah, it just always it always builds trust. I've never had a client just even when we've had tense, like, a new relationship where we're still trying to figure out the trust trust dynamic with a new fleet. And, yeah, I've never had, even in that dynamic, them be like, oh, I can't believe you came back to me and said, like, the the leads didn't go through or had the wrong information or, hey. You forgot to update this thing or creative or just when we are transparent. Like, everybody's always receptive to it.

26:27 - 26:33
Speaker 1: And I think, yeah, it's just been they've been super powerful. And I think that that embodies, like, one of our core values, which is radical honesty.

26:34 - 26:49
Speaker 2: Absolutely. You know, and and I think you're right. Yeah. When we when we've been on the receiving end of the of the miscommunications or the kind of, like, being left in the dark, you definitely see that. You you definitely see how that can hurt the relationship.

26:49 - 27:05
Speaker 2: And I think for me, that motivates me more to be so much even more intentional about being sure that, hey. No matter where we are and no matter what it is, we are always, like, I guess, I'm proactive about it and as transparent as we can, you know, possibly be. So

27:05 - 27:29
Speaker 1: And and when when I was hearing a little bit ago, like, you were talking about just listening and that's one of your focuses. Like, I think that it that is one of your superpowers is, like, on the call with a client, you may only talk 5% of the time. And but then we go meet with clients, and they're like, Alexander is just the most amazing, like like, client success person ever. Like, she's like, I don't know how you get this talent. I mean, but clients just rave about it.

27:30 - 27:40
Speaker 1: And it's like, that's crazy. Like, she just, like, listens. Like, I think I think that's just something you yeah. That you do incredibly well. Like, not only listen, but then peer it back to them.

27:40 - 27:43
Speaker 1: Like like, this is what I heard you say. What did I miss?

27:44 - 27:44
Speaker 2: Yeah.

27:44 - 28:07
Speaker 1: And then I just feel like that that's kind of a unique skill just even amongst client success organizations because I think a lot of times there's an agenda. An agenda isn't just to serve. It might be to grow the business or whatever, but I think it like, your agenda all like, since day one, like, almost two and half year years in has been just to serve Yeah. And then make their lives better. Now let's take a minute to thank today's sponsor.

28:08 - 28:36
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28:36 - 28:54
Speaker 1: Just tying back to the beginning, like, do you think some of that desire to serve, like like, does the hard thing, like, the layoffs and the brain tumor, like, does that change how you interact, like, with in your role, like, in terms of how you serve?

28:54 - 29:25
Speaker 2: Yeah. I mean, I I think I mean, I'll be honest. I think I've always worked towards kind of being who I am today, but I think it did change and almost become easier in a way. You know, you always kind of hear the the the thing, like, you you never know what other people are dealing with or going through behind the scenes and whatnot. And so I do think that it had a really big impact on on how I operate and how I how I communicate with other people.

29:26 - 30:02
Speaker 2: And and and this is this is gonna sound it it always sounds a little weird when I say I was surrounded by people, and yet I felt very alone. And I I didn't feel a 100% listened to. I think that there were a lot of people trying to take care of me and help me in ways that they thought were best, but not a lot of people were willing to just sit and listen. And I had a couple of friends that really stepped into that role. And I think that as then I came back into working in in this job with a client success, that is something that I kind of learned over those two years with me.

30:02 - 30:22
Speaker 2: And sometimes if you'll just sit and listen, one, that's really what people want. They want to be heard. They want you they just wanna know somebody is paying attention, not just sitting there and letting them talk, but actually hearing what they're saying. And and like you said, kind of repeating it back. I would even say that part goes back to being a teacher.

30:23 - 30:43
Speaker 2: You know, with young kids, they'll say things and you think you know what they're saying, but you might be completely wrong on that. I would say I even experienced that as a mom. And so even being a mom kind of through the last, you know, last six years now, I've learned to kind of really sit and listen and do that respond back. Like, here's what I think you're saying. Is that what you're saying?

30:43 - 30:56
Speaker 2: And I think that that's beneficial and critical in this role is here's what I heard you say. Because one, again, that builds trust. They know I'm listening. They know I'm paying attention. They they know that that I, you know, I'm focused on them and their needs.

30:57 - 31:20
Speaker 2: And then two, I'm clarifying saying, hey. I wanna make sure that I deliver for you what you need, that I am servicing you in the best way possible, that I am being helpful, not hurtful. And so I think it all kind of in in different ways kinda comes together, and it's been a lifelong lesson I have been working on, but I do feel like it's gotten better in the last couple of years.

31:21 - 31:33
Speaker 1: Mhmm. That's cool. Just so it did go full circle. Right? Because that that hard season made you value listening even more even if you already were a good listener and had learned those things.

31:33 - 31:44
Speaker 1: It just and and it's just so cool because I just I get to observe that. And so I see that exhibited with our clients in the way that you repeat. Like, hey. Here's what I heard you say. Is that what you meant?

31:44 - 32:04
Speaker 1: And then I was even thinking too. I was like, how can I apply that? And I'm about to go on a twenty one day road trip. Actually, this episode will drop while while we're still gallivanting the the country with my my young kids and and just thinking about, I'm gonna try that with or I'm gonna utilize that with both both Lauren and and our oldest. Just be like, hey.

32:04 - 32:09
Speaker 1: What I heard you say is this. Is that what you meant? Just powerful.

32:09 - 32:28
Speaker 2: It'll change the dynamic. It really will. I even tried it like I said, I tried to deal with our kids. Our oldest had a speech impediment for a long time, so I think I really learned in that season of life to just lean in. I understood him more than anyone else, and I would tell you I understood maybe 60%.

32:28 - 32:46
Speaker 2: And so, I mean, I really had to lean into that just stopping, cutting out all distractions, distractions, and listening to him and trying to understand him. And that probably also was one of the more critical pieces in the last few years that just, you know, really kind of brought that whole lesson home for me.

32:47 - 33:18
Speaker 1: So our last episode that came out last week was actually a solo episode of me, and it it's talking through just AI and, like, what's changing with AI and all those things. And so as we've started integrating just more AI and automation and and leveraging that in how we build our technology and different offerings, how do you ensure that it still feels human Yeah. Like, an AI age, or should we really not not embrace these new things? Because we're losing we might be losing the listening, for instance.

33:18 - 33:32
Speaker 2: Mhmm. No. I I like that you asked that. I think that that, I've kind of made it kinda clear to a lot of people. I'm probably one of the more hesitant people on using AI, but I will use it in certain circumstances.

33:32 - 33:42
Speaker 2: Like, I'll be honest, I needed to write an email. That was pretty lengthy a couple of weeks ago. I was in the car on the road. I pulled up Gemini. I said, here, I need a letter.

33:42 - 34:09
Speaker 2: Here's what I need you to include in it. Go. And it generated a two you know, almost a two page letter that then I was able to get home, print, and sign, and send off. So, I mean, I think that it's definitely useful, but on the client success side, I will go back and I will edit it If I do use it, you know, email's probably the the the way I u utilize it the most. I will use it for ideas sometimes.

34:09 - 34:54
Speaker 2: Like, if I just feel stuck on something or I'm kind of trying to work through a process and I I just can't quite get, you know, to the next step, I have started using it. And so, I mean, I think that there is a place for it, but I think that you cannot risk losing that human connection as well. And so being the client success person, kind of being, like, the face of the company to our clients, I think that for me, is helpful, but it is not ever gonna be able to take over my my role because there's just too many things I think you risk losing in that relationship that we build with our clients, that it just doesn't do yet, and it it can't do and it can't replace.

34:55 - 35:33
Speaker 1: Yeah. And and this is and and recruiting, you know, marketing spend is one of the biggest items on a p and l. And so it's it's just a big responsibility, and so people have to trust, like, their client success person and their and their sales person that they're working with, like, of that team. And and I I'm even though I'm an AI proponent and, you know, we're going through an AI book in every week, and and and I'm encouraging everybody to use it more. The I'd actually tend to like, I tend to agree with you too on the like, I don't see it going away from a client success perspective.

35:33 - 36:03
Speaker 1: Just even like, we'll never be able to relate to AI like we have on this call about, like, layoffs, which I've also experienced. And then I can't fully understand, like, the the brain tumor and and the the scares of that. Like, I'll never be able to understand that. However, we can still connect over it. And and then same thing, like, the struggles of just it's just you're having young kids at this, you know, same age as Lauren and I's kids and then the struggles with that.

36:03 - 36:30
Speaker 1: Like, the like, those are real connecting things. Like like, yes, it's about delivering the cost per hire for our clients, but, also, it's about, like, being human and enjoying the humanity about what are their goals and aspirations. Like, yes, both in their recruiting needs, but also their families. And then they they honestly, that that's the cool reciprocal thing is a lot of our clients know that about you as well and Ginger and myself. Like, what are our goals and visions and things outside of work?

36:30 - 37:02
Speaker 1: And and so I think while AI might be able to remember the details better from a call and the notes and craft an email more quickly and things like that, I think being aid, I just don't know how it could replace just those personal, emotional, like, story aspects. Yes. I I I appreciate that perspective. So we're already a good ways into this. So kinda skipping down to just personal growth and, like, vision for just continuing to think that way.

37:02 - 37:15
Speaker 1: What are you most excited about? Like, we're two and a half years in, right, just getting started. What are you most excited about just looking looking ahead? Just at our our vision for the company and the industry. What are you excited about?

37:15 - 37:58
Speaker 2: Well, I have been telling you and Ginger and everyone else on the team all year that I just feel like this is our year. And I I mean, I realized we're right at about halfway, but, there is something coming, and I have been feeling it all year just kind of deep down in my soul that that we are about ready to just cross a, you know, a couple of big or or hit a couple of big milestones that we've been been aiming for. And so that's really exciting just, you know, knowing it's coming. And then just some of the projects we're working on for clients, just some really unique things that we're providing them. I mean, I literally get giddy and laugh out loud or I'm like, you know, I'm like responding out loud.

37:58 - 38:07
Speaker 2: My my husband sometimes when he's home is like, what are you, like, what are you doing? I'm like, I'm working. And he's like, really? He's like, because you're just sitting over there laughing. And I'm like, I know.

38:07 - 38:43
Speaker 2: But I was like, we got something, you know, on this project, and it's just it's so great. I love being able to be excited when I'm sending something back to the clients. And so I think just kind of some of those projects that we're working on, you know, are just really they're they're just, yeah, they're just they're exciting. I can't wait to see what we do after this, kind of how we're growing. I know, you know, we're we're working on some new technology things, and it's just awesome to see our team, you know, our our our ops team, our developers kind of really just create these things.

38:43 - 38:50
Speaker 2: And that's what's so great about it is we're not we're not paying backing off of other things. I mean, we are creating these things, and it's just exciting to see it all come together.

38:52 - 39:12
Speaker 1: Yeah. I had I had so I I'm I'm cautiously optimistic. Right? Like, I'm excited and and see the growth. And just the last couple years being slower in the industry, like, still grew you know, I just praise God that we still grew the last couple years just in terms in terms of just the top line revenue perspective.

39:12 - 39:28
Speaker 1: I'm very, very, very thankful that for that in a season. However, it's not as, like, as fast as I expected to grow. And so it's like, I hear those things, and I actually appreciate that because I I'm feeling the same thing. My word for the year is acceleration, and and we've seen it so far. Yeah.

39:28 - 39:49
Speaker 1: And the good news. Growth we've seen this year, just up over and above what we've seen the last couple years. And but, yeah, I think it's just the beginning. And I I I am super excited, and it I was actually encouraged. I got off a call with the team on Monday, then I had one of our you were on that call, and I had one of our developers reach out and say, like, hey.

39:49 - 40:14
Speaker 1: I I just wanted to cast vision. Like, I would love to, you know, really increase my involvement with you guys and continue to continue to grow. And the word he used the language he used is, like, I wanna create best in class things for the industry. Like and and and that which is exciting for me because that's you know, my vision is, like, how are we the best in driver recruitment marketing, like, in the industry? Like, not second best.

40:14 - 41:00
Speaker 1: Like like, we wanna be the best, and then that's the vision and the goal. And and and that comes with producing, like, things like hiretruckers.com and and the, you know, the AI chatbot and just all the different things we're working on that we haven't even released. And, yeah, it's just exciting when you hear back, like, I wanna be a part of more of it and be world class. It's just encouraging because our developers could work anywhere just because they're really good at what they do. And so just to have them want to be a part of and and, you know, I'm working on some other, like, kind of parallel businesses too and, like, some acquisitions we might make as a company like the credit holding entity.

41:01 - 41:28
Speaker 1: And and I just it's it's all connected. Like, how are we best in class in different different industries and different niches and specifically in truck driver recruiting? Yeah. I think and and our team word, which you helped come up with, I think planted was your initial idea, and then our team decided on the word rooted. I really do firmly believe, like, we'll be rooted in the industry by the end of the year, and it's just been cool because we're I mean, today is we're recording this on July 2.

41:28 - 41:38
Speaker 1: So just I mean, fresh into the second half of the year and just, yeah, just look back look back on, yeah, just what God's done so far this year. It's pretty incredible.

41:39 - 42:01
Speaker 2: Absolutely. Well, and, you know, I think Hire Truckers, man, I it is I love seeing how it's developing. On the fleet side and on the driver side, I think it is I think it's awesome. I I get so excited every time I see kind of a new you know, something new pop up on it. And then the fact that we have the blog and the podcast on there as well, man, it's just kind of the whole package.

42:01 - 42:02
Speaker 2: It's definitely exciting.

42:03 - 42:30
Speaker 1: So, yeah, I agree. Just getting started. Let's go. The next thing is, like, one piece of advice I wanna because a lot of the you know, we have recruiters on here, directors of recruiting, you know, fleet executives, presidents, owners of of some of your largest fleets in the country, like, listening in right now. And so what what what's one piece of advice for a company building out a client success team and or client success function?

42:30 - 43:15
Speaker 2: Yeah. I mean, I think I think your your most critical thing is to find people again, I think not to, like, toot my own horn, but I think people that have a heart for serving others and that have the ability to communicate well are gonna be critical if you're building out a a client success side. If you're looking for people that are really gonna build those relationships and those connections, I mean, that's what you need. You you have to have somebody that can can relate to your clients, that is willing to listen to them, that is willing to not just listen, but hear them and and really truly make sure they understand them. And so I think that that's that's who you're looking for is just somebody that really wants to do whatever it takes to serve your clients well through that client success role.

43:15 - 43:24
Speaker 1: That's awesome. Well, where can people connect with you on on LinkedIn or other places? Where where can people follow Alexandra?

43:24 - 43:30
Speaker 2: Yeah. I mean, I'm on LinkedIn. I'll be honest. I'm not so great about it. Like, some some people are a little bit better.

43:30 - 43:50
Speaker 2: You can find me over on Instagram. I like to post pretty pictures. That's kind of my amateur hobby that I'm excited to start taking classes on is photography, Not of people, of, like, nature and critters. I just I love taking outdoor photos. And my husband bought me a really cool camera, so you can check me out on Instagram.

43:51 - 43:55
Speaker 2: And, yeah, that's kinda where I hang out away from work.

43:56 - 44:14
Speaker 1: So we'll have Alexandra's Instagram link in the in the show notes. And, yeah, just thank you, Alexandra, just for jumping on. I know this was a little bit outside the box, like, in terms of episode. Like, typically, have, you know, clients and and, industry peers and things like that on. But just yeah.

44:14 - 44:21
Speaker 1: I really I just appreciate you, jumping on, and I just think we added a ton of value to the industry. So thank you thank you for your time.

44:21 - 44:22
Speaker 2: Thank you so much.

44:23 - 44:35
Speaker 1: Thank you for joining us today. Our goal with the Hire Truckers podcast is to provide industry insights, marketing trends, and motivation to level up your recruiting game. If we added value, take a few seconds to share this with your network. Have a great week.