Daryl Urbanski and Johan Jedaker discussed the challenges of working remotely with employees from different cultures, particularly in the Philippines. They shared insights on how to navigate cultural differences and communication challenges, emphasizing empathy, patience, and aligning expectations. Johan Jacker joined the conversation to add his perspective on time management and prioritization, emphasizing the need to delegate tasks and outsource non-essential tasks to free up time for critical decision-making and judgment. Daryl Urbanski and Johan Jedaker also discussed the potential impact of AI on the future of outsourcing and customer service, with Daryl expressing concerns about AI replacing human customer service representatives and Johan Jedaker believing that AI can enhance the customer experience by providing more efficient and personalized service.
Resources:
- You may connect Johan Jedaker on LinkedIN
- You may connect Johan on his website.
- For more Informative Interviews Click Here.
Episode Highlights
Outsourcing challenges and successes in the Philippines
- Johan Jedaker, CEO and founder of Better Support, shares his story of scaling a remote support business in the Philippines.
- Johan Jedaker faced challenges such as setting up operations in a new country, but had fun doing it with the right support.
Leadership, culture, and communication in a remote work environment
- Johan Jedaker emphasizes the importance of patience and long-term growth for companies, especially during the pandemic.
- Johan Jedaker shares insights on working with a hybrid structure and cultural differences in the Philippines, highlighting the need for empathy and effective communication.
- Johan Jedaker shares an example of a company struggling in Japan due to cultural differences (power distance index)
- Daryl Urbanski discusses the importance of understanding cultural lens and power distance index in business
Outsourcing, cultural differences, and work ethic
- Daryl Urbanski shares his experience of culture shock when moving to Japan, highlighting the importance of understanding cultural differences.
- Johan Jedaker discusses the advantages of outsourcing to the Philippines, including access to high-quality talent and unlocking hidden potential.
- Daryl Urbanski and Johan discuss the benefits and drawbacks of remote work during the pandemic.
- Daryl and Johan Jedaker agree that remote work has revealed the importance of meritocracy and the need for companies to adapt to new ways of working.
- Daryl Urbanski reflects on contrasting experiences with taskers in Vietnam and the US.
Work ethic, communication, and transparency in outsourcing
- Johan emphasizes communication, transparency, and work ethic in team development.
- Johan highlights two common mistakes people make when outsourcing: unclear expectations and misconceptions about pricing.
- Johan emphasizes the importance of finding the right partner for outsourcing, as they can provide long-term support and retention of employees.
Outsourcing, AI, and future of industry
- Daryl Urbanski discusses the importance of documentation and processes for remote teams and selling a business.
- Johan shares their experience onboarding over 150 clients through their decade of experience.
- Johan predicts outsourcing of senior positions in finance, health, and other fields, including account managers, project managers, and executive assistants.
- Johan believes AI chatbots will replace call centers, with only lead generation tasks assigned to humans.
AI replacing jobs, potential for job loss, and the importance of empathy in customer service
- Johan predicts AI will replace more jobs, but uncertainty remains.
- Daryl Urbanski discusses the potential of AI, comparing it to tools like calculators and spreadsheets.
- Urbanski believes AI will enhance human capabilities, but may not lead to sentient beings.
- Daryl Urbanski discusses the limitations of AI in replicating human emotions and connections.
- Johan expresses skepticism about AI's ability to replace human customer service.
Delegation, time management, and prioritization for business leaders
- Johan emphasizes the importance of having a diverse set of skills in a fast-paced work environment.
- Johan daily routine involves handling urgent tasks, writing, and meeting with clients.
- Johan emphasizes the importance of delegation and time management for business success.
- Johan offers to connect with listeners on LinkedIn for more information and support.