Transcript
Index
Toggle Index/Transcript View Switch.
00:00:00 - Difficulty in leading a company and how Marcelo leads his company
00:01:46 - Empowering, How Marcelo empowers his workers and why he empowers them
00:01:50 - Services, the type of service Prestige offers
00:14:02 - Encouragement, how Marcelo properly drives and motivates his workers
00:20:02 - International Business
00:25:03 - The difference between a Boss and a Leader in terms of being a CEO
00:34:47 - Staying calm and collected even with all the stresses
00:00:00
Marcelo Serrato, Transcript, November 6, 2017
Joaquin Pasco: Is it difficult to lead a company? Why or why not? And How do you
do it? Marcelo Serrato: [00:00:00] Not so much. I mean of course it's about the company because that's what you get. Many companies, you can go to their multi-million dollar building. I don't think teachers care for that. Your professors want you to see more of the human aspect of how to run a company. That just makes sense. I think that's what you want to bring back. There are many companies that are more successful than Prestige, thousands. But the key question is the happiness of myself as a leader. And the employees are what I call a family. So to generate what you experience today it takes a lot of work takes a lot of patience takes a lot more days a lot of giving back. So we're accompanying them on so many millions of dollars. We are able to do it by reaching out and helping and empowering people. And making them feel good about themselves and today's Friday and is a dress down day for my employees. But other days they dressed beautifully, when you dress the way you look as handsome as you do today makes me feel good. [1:53.5] Marcelo: [00:01:54] Just the whole package as you mentioned from within the walls, the floor, to pay attention to the details not focus and just on what you're trying to do. So we created Prestige like 1984 and I started my business when I came to the greatest country in the world. [28.9] Marcelo: [00:02:25] So my father had a good job. He worked for IBM as an executive, happy to be blessed to have him in the states and the United States. [11.2] Marcelo: [00:02:37] You being from New York and a young age, in this country with the capability of becoming who you want to become. And nothing can stop you. So I started my business washing cars. I love cars and I was a 16 year old into cars. I started looking at parking services groups and he noticed that we were successful philosophy which was important most of the company was working when we didn't have a focus on just making money and more and taking care of the customer who we were taking care of and really graduated from high school and we got all these businesses going the happen to be blessed because it's now lucky to meet somebody in the street than to park their car and next when I bought my first translation. [1:15.3] Marcelo: [00:03:53] Expansion worked out very well. They're going to do the first interview in Spanish with a new company called Vision Hurghada. And he hopes his translator from not offer my services. Ten days later 20 cars to take care for him. They want you to watch all the pain. The song is very strong and see how we acted and you trusted me at 16 17 years old to match cars that were even as prototypes more expensive and I would say I was taking care custody of the vehicles and the business all from there to now representing clients. The essence is not the clients. The essence is how we get on these how well I'm the person. When I walk into the office of the second client the first time I knock on the door and he says he's bringing all the basic things that our mothers fathers teachers and young age to be well-educated to bring the simple things that people take for granted opening a door pulling a chair waiting to use it first before I sit down waiting for you to pick up the simplest things you can imagine all these are poor functions that the person you are interacting with and doing business picks up on it and appreciates. So we grow into two clients. We never called any client for business they called us. They were looking for us. When you have a business conference call for your services allows you to create a price chart that makes sense for your business because they are looking for your services. [1:51.8] Marcelo: [00:05:45] You can tell them this is where prizes are to provide your services instead of you reaching out and that will come and tell. These are the prices so we are able to be successful with that. We've been in business for 35 years and we love every moment with the same energy you see today from the same energy brand bring every day. [23.0] Marcelo: [00:06:09] So I guess I'll fit in their words two or three actions you earn accept that you believe are essential able to enable others to succeed. [35.7] Marcelo: [00:06:45] Have you had a rough night. [3.2] Joaquin Pasco: [00:06:50] How must a leader make the work zone feel for his fellow workers? [19.9] Marcelo: [00:07:11] We make it a haven a refuge for comfortable work. I and have to deal with the trauma and the headaches from daily life. The world is a vicious place. It's people you will need that you will never leave. We try here for all that these people see. Some are single parents. So my parents are very cruel conditions and they areas from. You can tell yes because when the coming year we forget about this one. We're going to concentrate so we can spread good will and the energy within us. Call me yours. See I'm tired. [1:29.7] Marcelo: [00:08:41] there's four brothers and my son Julian are working. They don't get any special treatment they're not any different. Julian doesn't get any special perks. I mean you change those parameters. Companies do it all the time. After managing this resentment this often has all kinds of negative which leads to lack of production lack of vision lack of vision because are more than 1000 of toxic messages that makes them lose what you're really doing focusing on how unfair blah blah as you can see for yourself. It's not cursing and shouting equating it's not making him feel any less which is not so. [1:22.5] Joaquin Pasco: [00:10:04] I like to call it conscience good conscience to thinking and feel that my actions could jeopardize his mother and her son. [17.3] Marcelo Serrato: [00:10:23] My actions could really hurt that kid that were not trying to kill him. My stupid actions could make this kid have to suffer because of my actions. It conscious. We have no conscience. Now this is this stuff that comes with this is the most. I have some 1 year and two months my job. Things that are making average expenses for me. Why is this guy. No jobs and that can be someone hopping off a bridge. Everyone in the Keys is conscious when he's with his friends. [1:32.2] Marcelo: [00:11:56] We strictly serve and service as in working people in any way. It's all we know, all you'll see here was built to serve. Service meanss taking care of you and making you feel good for whatever reason. The most important for that transparency always. Doesn't mean you will make mistakes in your path. This is a wonderful company you work for a company you love. We all make mistakes. Nobody's that the fact to have any willing to sit down and see or so I was working on this prize and I did this instead of doing this I was to come and take care of his estate before he becomes a wildfire. [1:12.4] Marcelo: [00:13:09] There's going to be fire every day and this fire is going to pop up every day. My job as a true leader is to put the fires out. We don't create drama stress. They showed us that fires have to be put out if you don't put up a fire. It's going to spread. [23.9] Marcelo: [00:13:34] So what we teach the employees and what we want to understand is that there is an issue. The sooner you come to us the sooner we can take care of the issue before it spreads. So giving people that encouragement that you can't make a mistake is going to be OK. Whether many others these people will make mistakes and you're never going to know we deal with cars. [27.5] Marcelo: [00:14:02] So you can bet you can get to work. We have our crews hundreds and hundreds and hundreds of cars that are responsible for. And we would never know when I'm closing I wasn't paying attention and they scratched you and asked me to call my guy and fix the rain before it goes out alone lawn and he could affect the way you are before the client makes his car off. He's in a safe you guys. So him doing that is so important to allow the company to continue doing this and it can be applied in any industry right honesty more than is the most precious valuable asset. [42.6] Marcelo: [00:14:45] So we hire employees and do all the hiring. It was the first ever. We do the interview with the lights out lights they bring me degrees diplomas all kinds of one of the things that I respect schools point. [22.0] Marcelo: [00:15:14] That allows me to see their thinking back to a point of view and play and I see that contact for U.S. persons. At the same time were laughing and joking and you know each other. [18.5] Marcelo: [00:15:35] You can come over. She's the most wonderful amazing school. But if you come to work you're not passing on a day cation. [17.2] Marcelo: [00:15:53] If you feel I'm or any of the sentence what is your degree going for if you have a right back because you came from a carwash whatever. Did you have the will to 100 earn the very best you're going to take. So we look for people that want to grow and want to be there. I wondering who you know type of business is not a Yahoo or a Google and Apple. We have to be very technical savvy and this is something we really smart for many of those things I'm missing out here. You were looking for the human aspect because you are in this company you were interacting with people all day. [1:01.6] Marcelo: [00:16:56] So you could use these genius head of yours and be humble [9.2] [00:17:06] doesn't matter what you have because so far as humbleness in her interview with employees humbleness kind honesty Moggs fact when you bring down to a company you're going from what is called for seeking something happens to a brother or sister and mother to go to the hospital treatment. [30.5] Marcelo: [00:17:37] the company was just taking care of some of the heartache and the company will never do anything to hurt. [35.0] Marcelo: [00:18:12] As machines we have been come back. I wish we had the position that we have to make that so that's controversial. The human factor is very important. And when you have the human factor what I was talking about finances is not a show for nothing here's a show. That is what we do with it. We're here now. And when I come back from L.A. I want to sit down and help her how she can manage your finances her parents managing finances. When it happens I just want her to be able to structure structures better because eventually she has wings and I want to help her teach her how she can do that. [53.9] Marcelo: [00:19:08] So I just stay away from home. And now she has a family I guess first of all we weren't all born with the same songs and for me the had of physicians. I feel Deja that I was able to recognize these opportunities. I think I must say. But at the same time a lot of people are in the same spot as we don't see bandages that gets wasted and eventually don't make any. So my husband is having great advantages that gives you that you haven't taken the opportunity of life because you taking the opportunity has that experience turned into something more can be done. [53.9] Marcelo: [00:20:02] My background my dad was president of the company IBM is comparable to what you see out here. You went around in the 70s that's where I was. There was no one there. International Business Machines were all along. New York offices did the computer world. That company was so good so great waiting to close it was amazing. [32.1] Marcelo: [00:20:35] My dad became very sick. I started washing cars. It was all my eyes were focused on careers. Every family that works in his company and the company World executives the company was there for the boys Tony being a car boy trying to make the American Dream we never find out what he did was it was strategically pushing. [49.4] Marcelo: [00:21:28] Because even he just wanted to lay down so he knew there was a new he's had a little fire you can buy the things you need to exploit that kid who cleans the house by doing version of college. So he would come out says OK you want to wash cars in a house. You paid the bill for the White House building with the stove design and parents showered the shoes. I got to the water. This is a big house and there's a lot of kids were 5 were some people there nine people in this house were for videos. Yes you are aware you don't oh by the way the electricity you used to often do all that stuff in a vacuum. You to see each other was a girl who used to make Kanté. So you know under current law you want this fancy stuff like pushing away from your typical. Day doing what you see. So we would have the American people as you can read in our countries are comparable because in our countries they're showing to us house rich poor versus middle class. It was one of those countries that you can think you're rich is so rich you can think of this mires somebody or something. Mellon's fire made me realize that I was big into this little thing here. On that day to make an impact on so I don't know left from that frame. [1:49.1] Marcelo: [00:23:18] And I understood psychology. I understood where he was. And I loved the fact that he continues that by age 21 you will bring your check which checks that he had in mind when you were three years older than me and I'm just a young kid I was says that's all. [29.0] Marcelo: [00:23:47] Now one by one. [1.8] Marcelo: [00:23:57] So you now you don't know what to do or beat your child. OK well I'm the one to do that. And you know pushing I'm the one to blame for everything. But now life turns out he gave me help and encouraged me in his own way because we can't pass judgment on him. You become resilience tenacity. Don't give up. [31.5] Marcelo: [00:24:29] There's nothing we can do or question if that's right. Yes. Great question. of course. OK. [20.6] [00:24:51] There's two kinds of leadership. There's a boss and then there's the CEO [13.6] Marcelo: [00:25:05] Yeah I will see my position. I'm not smarter than you are. Been doing this for 35 years. When you work somewhere for 35 years as you know you hire and offer experience. That's my only job, I owe Charbel came back positive. And he can take this company hopefully will go ahead and do some marvelous stuff is leadership he said leadership is good in the middle of the ground. What doesn't it we're doing everything we can to wash cars every day. We don't have that Germans come in. They drive a car that even the car shop could wash 10 20 30 40 50 60 with a number. The next morning. Again same thing again. Washing cars on the person and I lose my shoe. [1:21.6] Marcelo: [00:26:29] That's how I see it. What was that Naspers called he was wasn't all that work. [21.8] Marcelo: [00:26:54] Or evil the. I said no class because I chose a young Haitian entrepreneur business. I don't understand. I chose that path. You will sacrifice a life you will have no regrets but you will sacrifice that you will be the person you will never have. [26.3] Marcelo: [00:27:20] What you consider life most likely will you wash your wash because you're always working always providing time when you fall in love with what you're doing. So as you make that decision forward you have to be willing to give is for rewarding more rewarding. By the way what are you married. [25.8] Marcelo: [00:27:47] Have you ever seen this wasn't like it was much more what was more wonderful you 50 basis. [9.3] Marcelo: [00:27:57] My work is big and it was my was that right now your union busting their asses working on your is the Congress is exempt. Those in Goram from lij. [42.9] Marcelo Serrato: [00:28:46] You want to take the time to talk to people knowing that every hour that passes fine. I told you the bosses were having. Trouble was and my work here was going to my work. It wasn't really crazy people. [36.9] Marcelo Serrato: [00:29:25] It was all just rich. OK. All right. Also did you see the interview last year. [50.9] Joaquin Pasco: [00:30:17] But you know coming in the last we talked phone for 10 minutes. It was 10 minutes long just the way I saw it in those years. That's iPhone I impacted by what you said over the top law you said bringing it here we can turn into more of a regret. You know forget the I agree that me being here is my knowledge on the things I like and the fact that either you're taking me out of your way in such a way. I know I'll make it worth it. And it's not about you know how long it's and with my parents and I know you are the right one morsel of the pageant or some magic because it's not even about money. It's not even about honesty it's not about making myself right. It's just being able to extend my hand to as many people as I can. And that's part of the process. It's hard because you're an expert. Yes. [1:24.6] Marcelo Serrato: [00:31:43] Tangent that is true. I don't want to use that advice. [3.9] Marcelo Serrato: [00:31:48] Don't do it to me. First for yourself your parents had a child. You have to. I'm proud of you. And the show. [15.6] Joaquin Pasco: [00:32:05] I'm sorry. I mean this very hard. I mean you have really. [5.4] Marcelo Serrato: [00:32:11] You have called talk so you do when you are with the next generation approaches from the and the wisdom and use of technology to make sure that goes everything and everything we talk it's real. You come coming here in the Gisli you want to see the exact opposite. I was so utterly willingly as handsome as you are. But I have tried. I was scared. [46.7] Marcelo Serrato: [00:32:59] I'm worried. That's right. [1.8] Marcelo Serrato: [00:33:11] You know sparking a rush from grain growers and my car Dr. Carson. So is this the end of the entire there's an when we have our team your graduation 20 year school and some hard way to do it hard to make money you're younger. It's price increase. When you do it and you want to do the body stage. [1:28.8] Marcelo Serrato: [00:34:43] If you don't collect their stress of business. We answer this question our clients are Fortune 500 companies. [11.1] Marcelo Serrato: [00:34:55] Our clients are clients well sorry that Joaquin had the flu and the ones that results results find somebody else. I'm impressed. I didn't know when I spoke with you you shall not feel any sort of use an example of something so it doesn't mean you can't them like and then when you do now your sister because by 24 hours don't get some dumb Sumii you can get done with other distractions apply yourself and your time ends and goals dreams and you can choose things of helping your time. I can go to bed every night you have no eyebrows and when are we. [1:35.3] Joaquin Pasco: [00:36:43] They should be reinforced by the first trial by using simple foreigner who came to this country with us. And I'm wondering is your 6 to change. [29.4] Marcelo Serrato: [00:37:15] I'm sure the word doesn't mean the person Blames Trump. [11.7] Joaquin Pasco: [00:37:28] Is that every person as passes your person always yourself in the mirror and you make mistakes and we get the memories that it doesn't matter. You can still make it to whatever you want. I mean I think you can read yourself as many of these wonderful people have done and be the most wonderful person to the world to be you're in the path. Them that you will sacrifice things for that sacrifice sacrifice might be made. [35.6] Marcelo Serrato: [00:38:04] This is my child. [29.1] Marcelo Serrato: [00:38:34] You know when I get out of work out to my street cut him straight to the little carousel go the train. He is so freaking tired of go back down when I took him. [12.6] Marcelo Serrato: [00:38:48] It that's a good with the way that no matter me because otherwise I see you as always a philosophy of life. Yeah. My dad shared something as well as founder Sharon success and all that because it doesn't matter how much it's in the end goal. I was love it because every day that you realized that there must be something and I don't want my mother. [1:29.0] Marcelo Serrato: [00:40:19] We live in a happy family. Q. [2.7] Marcelo Serrato: [00:40:25] Yeah yeah. Just you said you know I was always in the India knowing that all three of us know where you live. The one. That's what makes you know that that will be the. The definite goal while I'm still working on this are what made me happy regardless of all the obstacles that I get into. I know I can accomplish and get over that. [35.2] Marcelo Serrato: [00:41:01] I know what the task challenge handed to me because I have the skills news so much you can do something special just for here. [35.6] Marcelo Serrato: [00:41:48] Dancers six why are you screaming tell me your. [24.7] Marcelo Serrato: [00:42:15] You know I'm trying to win this. [21.3] Marcelo Serrato: [00:42:37] There is never a terrible things because life and you saw her there's more and more pain. [15.1] Marcelo Serrato: [00:42:57] What is life. [1.2] Marcelo Serrato: [00:43:04] You know you're doing best success. [25.1] Joaquin Pasco: [00:43:36] The most successful or success. Successful happy successful and they're going to have false claims you read. It's not like my you know she calls me back and thanks for her money sucking Prestatyn. Wow. Because he's only she is. Stay sending your from 6 o'clock in the morning and you're standing on the stove in the kitchen. That is the least I can get money for. My son has she's a good number. Her name is Mercedes and she's come here. We sat and talked for hours. Because the hell are you kind of course I was also you would have all my services so spoken like my legacy to me the most important is my dream my ultimate dream is to see the youth the children come first. The families want to see cycles like proud keep watch with us. [2:41.6] Marcelo Serrato: [00:46:18] I'm proud of the service on how works. Julian's work. I'm proud to be my sister's daughters. I'm proud to have here this guy. He's 5 year old and you will come for. How proud which are better than other students working with us. [1:03.5] [47:21.1]