 All right. Hey, good afternoon everybody. Tom Stewart here. I'm with Liz Trotter. This is Smart Business Moves and our special guest today is Shara Riedel. Shara is, uh, Shara is, uh, Liz's daughter. I knew that. I knew you did. I agree, Tom. You don't even have to, like, explain to me because I know. Hopefully you get it right. Shara, how are you today? Doing great. Thanks. How are y'all? Let's run with your sound. I love your new wallpaper, by the way, in your office. But you sound terrible. I mean, I have allergies. Is it my voice or is it the actual audio on the computer? A little bit of both maybe? I think it's for your computer. Yeah, it's kind of got an echo thing going on. And she sounds like she's in a tunnel. Yeah. But, you know, we've had worse. That's true. Yeah. The good news, Lava, you don't look nearly as bad as, as you said you do. A lot of me heard you, heard you sound. Yeah, that too. I'm sorry. I'm not helping a bit, am I? I don't know. Is there anything she can do, Tom? Any way to help? I think we're going to go with it. So, Liz, what are we doing today? All right. Well, y'all know that we are doing just two sessions. I don't know what we want to call them. Two Facebook lives a week now. We're going to be doing one on Monday and then one on Wednesday. We hope to change them up a little bit, but it's a little glitchy for us right now, obviously. We're hoping to do Zooms also, right, Tom? We've been working on that. And actually, we've worked on some stuff this week and I think it's going to be more awesome than anything that we've been able to do with Zoom today, which is not setting the bar extremely high, but it won't be there shortly. Yeah, okay. Well, that sounds good. Sure, it's like, well, if they don't like the way I sound, I'm leaving. That's it. My name is Ava. It might be something to do with, for me, I can't hear very well, too. I can't figure out how to turn on my computer, so there's also that. Runs in the family, y'all. Runs in the family. That's all I can say. So today, we are going to be talking about sales and Tom, what are you talking about on Wednesday? Sales. You're also talking about sales, right? Sales week. Yeah, we're going to... It's going to be from Mark Durses Rose. And so I think that that was sort of our plan is to have a different topic each week. I'll do a presentation sort of from my slant, and then Tom will do a presentation from his slant on Wednesday. And I'm glad I get to go first, so I get to get all the goods, and Tom has to pick up whatever I don't get. He didn't get leftovers. Yeah, which is awesome for me, although we rarely take the same slant on any topic, so I can't even imagine that it's going to be any kind of a problem. So we also really wanted to talk a little bit about, at the beginning of each Facebook Live, we wanted to talk a little bit about financials and profit just because, you know, that's kind of our gig. That's what we like to talk about. We're talking about clean profit builders, and we want to make sure that everybody is focusing in on some of the different financial things that are going on, around the country, or maybe even around the world, depending on where you're listening from. So is there anything new going on right now, Tom? Well, we talked about last week how there's more idle funds out there now, and if you qualify before, it seems like you can go back and get more money, because the first time they did it, they capped it at $150,000, and only let you get six months worth of idle funds. Now they raise the cap to $500,000, and it could be for like 24 months, so, you know, I don't know this for sure, but just kind of doing back of the envelope math, whatever money you got before up to $500,000, you can take what you had before and multiply it times three, add it to what you had before, and, you know, either get three times what you got before up to a total of $500,000, based on the way I read it, of course, you never know until you try, but we should all have gotten emails by now, and I had the link last week, I need to get up if we need it, that if you haven't submitted the email saying, hey, I'm interested in that, you need to do it, because they're basically working through those emails, first come, first served in terms of processing you for the additional idle funds. If you want them, you might not want them, because it is long, you have to pay that over 30 years at 3.75% interest, which a couple of years I'm betting is going to seem like really cheap money, but, you know, that's a pretty good choice. So I really wish we weren't talking about this while I had my daughter on, because I have an idle loan, Lava, and like, what happens with that when I die? Well, now you know, no big surprise now. Actually, actually, you know, you personally guarantee it, but your ears really aren't responsible for that. Now, they could come after via state, you know, inheritance and stuff like that, I guess, would be liquidated to. Poor kid, so she's got some bad allergies going on. That's the first time I've seen anybody cough into their hand in a really, really long time. That's so weird, you haven't seen anybody. Linda, oh, you know, I don't have my comments up over here. Sure, you're in Dallas, right? Yeah. Okay, so you guys don't believe in COVID anyway, right? Everything's kind of open. I saw like, you know, 40,000 people at a baseball game the other day, it's businesses, but the numbers are awesome. I mean, there's fewer sick people in Texas than a lot of other places that are, you know, buckling down. So go figure. It's kind of irritating. Like, they never really buckled down very hard, not like we did. And yeah, their numbers are so great. It's like, what? Something's wrong there. You want to see more sick people in Texas? Is that what you're saying? I do not. No, I absolutely do not. All of my favorite, or a lot of my very favorite people are there. Look at how pretty Sharis freezes, Tom. That is one way that she does it. No, it does not. Her mother never freezes like that. And actually, Tom, you do freeze pretty well. No, I'm usually like scratching my nose or digging my ear or something. I did see a couple of things coming through. Great. Awesome. I'm so glad. Well, Sharis going to come back. Just let me give you guys a heads up. For those of you that don't know, Sharra, my clients moving back to Texas, I clean for today. Cool. Well, I know a lot of good cleaning companies in Texas. Linda, if you need a referral, depending on where they're moving to. But I know a ton of great cleaning companies. But the reason why I was bringing Sharra on, for those of you that don't know, is that she is, has been the top sales person at her company for, I don't know, less, maybe five years or so. I hate to neat. And she sells millions. Do you remember how many millions of dollars Tom? She sells so much and electric fencing, right? And they don't actually sell it. They rent it, I guess. And so that's why I wanted to bring her on, because she has, her company is a very large company, and they put a lot of time, energy, effort and resources into continued training through COVID, sales training, and helping her to see whether, how are we going to be making some shifts? What are we doing? And I was like, well, our company should be doing that too, just because, you know, we're little. A lot of times we do things late. But why? There's no reason for us to be making those changes late. The big companies are doing it. Darn it, we need to jump on that too and get, get on those trends. If the big companies are seeing that they have to sell differently, and they do a lot of B2B, but they also do business to customer as well. So I thought, we might as well take a page out of their book and, and start doing the same thing. And, you know, I mean, a year ago, we started talking about unprecedented events and talked about a lot of them. We're not done with unprecedented events. We're starting to see it, you know, in the labor market and, you know, just the price of everything and the whole dynamic of, you know, a lot of money floating around out there. What's worked for us in the past? Is it necessarily going to work for us in the future, or at least work as well as it should or could? And now is the time to really be looking for, for ways to, to adapt and change. Yeah, absolutely, Tom. So you're speaking to my presentation today. Hey, Leslie, hey, Danit. Yeah, you're speaking to the presentation today. Today's presentation is more, I was hoping we'd be able to do it by Zoom and have more interaction, but you all know how to type. So I'm going to be, we're going to be talking a little bit about what, you know, what selling is going to be like after the crisis. Yay, Leslie. I'm happy for you. Super happy for you. And, and we're going to be getting your insights into other ideas. So it's going to be a little bit of a brainstorming session, as well as a presentation. Okay, so we want to just move forward with this thing here, Tom. Absolutely. We'll try. We're going to try. We're going to share one of Liz's screens. It's easier with two monitors. You mean, you mean Michelle's screen is one of two. Michelle's screen. All right. I see it down there in the queue. Bam. All right. So selling after the crisis is the title. And I know that we are not after the crisis at this point in time, but we are after enough that we are able to start making some changes. We're probably a little behind the gun there, right? Like I was saying with, with Sharers Company, they're making, they've been making changes all along. So the first thing that I want to talk about is, now remember we're talking specifically about sales. Hey, Tisha, is that you need to evaluate your entire sales process. So all of the things that you've been doing and thinking up until now are, should be up for evaluation. We talked a little bit about this last week, Tom, with regards to employees, right? You've got to go through your hiring process with a fine tooth comb. Looks like Leslie made some changes too. So yeah, congrats. I know three of them. That's amazing. But same thing with, with sales. So I have three up here that I think that are kind of obvious, but I wanted us to brainstorm what a couple more might be. Let's talk about these first three. So target customer, Tom, do you think, do you think that our target customer has changed in any way since COVID started? Yeah, I would say it's changed or at least, you know, the market shifted a little bit. You know, certainly there's a much more of an awareness as to how cleaning can affect health, right? Yeah, I think people are looking more at that. I think a lot of cleaning companies didn't, didn't have health and safety so much even on their, on their radar. Their target customers were, and you heard it a lot, was busy, busy families, right? So the people that they were looking to help and looking to clean for were people that were very, very active. Their kids did a lot of outside of the home stuff that they worked outside of the home. That customer is different now, y'all. There are not a lot of people that have their kids in a ton of recreational things. Their kids aren't in school four day or five days a week all day long. They're, they're not as busy. So talking about your customers and for sure on the B2B. So talking about your customers or thinking about your customers in terms of giving back their time and some of the things that we've focused on a lot in the past, that's different nowadays. Hey, Lava, long time to see. You look, you look good though. So yeah, so we're talking about the different evaluations, Lava, that we need to be doing. The first one is just the target customer. You and I had talked about the, the main thing that cleaning business owners have been talking about for years and years and years is what is the big message, you know, give back your time. But that's not as much of a message that people are looking for now. That's, that people aren't stressed out about time like they were in the past. A lot of people aren't working. A lot of people aren't taking their kids all over the place. So target customer has changed in that way that what they're, who they are is different and the people that are looking for cleaning are different now too. Back in the day, I would say even just like a year ago, here in Missouri, they are, oh, they are maybe back in school at least four days a week. We still have all our competitive sports going on and you know too, because you have baseball, right? She owns a football company. Is that such a thing as a football team or how does that work? I'm not sure. Anyway, so yes, there are still people that are busy. But that's, that's not the only thing that's out there anymore. So just evaluate who your target customers are. What we did was just looking at the customers that we had before we found that our customers, our concerns, their pains are different now. And so that's the second thing. What are the pains today? Yes, we, nine competitive baseball organization. Yeah, so that's a great tagline. That was, is even more for sure useful now than it was in the past. And you got to jump up on everybody with this one, Leslie, because people know you as people that are using science to clean for health for a long time. Where not everybody else so much. And my one girl, the soccer and one is in softball. Yeah, we don't have that here yet. So, so the reason why I'm not suggesting on any of these slides that you need to change for this one reason is because I don't know if you do. This is an evaluation page because you need to evaluate these things in your area. Has your target customer change? Are there opportunities for other customers for you? That's what that third is about. The second one is what's the pain? So in the pain and in the past, as we talked about, the pain was people didn't have enough time maybe to be able to get their cleaning done. They just didn't. And they didn't have inclination to do it either. But now what's the pain? Who's got some ideas? What are the pains now? I can give you the first jumping off one. We got our house cleaned and a big thing for us since COVID is, we're home a lot. I just don't want to be in a dirty home that much. There used to be, you didn't spend a whole lot of, or we didn't at least, our weekends are usually out and doing things and going places. But now that we're homebound, the house is dirtier. And I don't want to be in a dirty house. So I need it cleaner than I've ever needed a house before. Okay, so you need more cleaning. So, Lava, are you like potentially even in the market to have your house cleaned more often? We would do more often. We're at every two weeks right now and that seems to be working up pretty nicely. But we didn't have a cleaner at all for a while. Yeah, that's really Grand Hog's day. They're constantly into everything. Just my toddler destroys my house daily. So it's nice to have it. And we look forward to our every other Thursday, very, very much around here. That just FYI, a quick plug there. You have Demi Baku coming out there, don't you? Yeah. I know. She loves them. So just a quick plug for Demi out there. Anybody, somebody here said they needed somebody to clean in Texas. If you're around Flower Mound, we got your company. Okay, so the pain is, one of the pains that's a little bit different is people are home now, which they were before. I mean, some people were, but not as much. So there are working parents that are home now. We've all read in the paper and the news. We've all seen it everywhere that since people started going virtual, they're not all going back. Businesses are empty because people are able to work from their home. But if they're able to work from their home, they have a different pain now, right? Their houses are dirtier. They're there. They also want their space clean, but they don't really like to be in your space a lot of times. So one of the pains also might be they don't want to have one person in their house all day long. So if you're a solo, if you have solo model, how are you going to overcome that? Because a lot of people also have the pain of not wanting a lot of people in their house, right? Because they don't want to be exposed to other problems. So we have some conflicting pains. Like I said, I don't have the answers here. These are all things that you need to be evaluating in your company to be able to sell better to your people because selling in the same way that you've, okay, so this is tricky too. What I'm saying right now is going to sound like, Liz, I know what you're talking about. I'm closing jobs right and left. I can't staff. I've got so many people that want to get their houses clean. So it feels like I don't really have to change anything. Everything is going great. It's perfect. But y'all, people are just jumping back on. All of the bars are busy. All the restaurants are busy too. That's going to flatten back out again and people are going to start to settle in. So you have to be evaluating these things for the long term. We have a question about, do cleaning companies, they want people in and out of homes faster so are teams better? I think that depends upon what pain you're addressing. You got some clients that are concerned about that because they're working from home and they just don't need the extra distraction and get in and out quick so a team would make sense. There are others that are concerned about having anybody in their house and the fewer people, the less of a chance of spreading some infectious disease like COVID. So a solo would be preferable. So it's just kind of depends upon what pain you're addressing. And where do you live? What part of the country do you live in? If you live, where Sharra lives, she wants a team in. Bring five people into my house. Clean this thing up fast. Get them out of here. I'm not worried. We'll kill COVID. We got guns. That's different than where I live. Here, what are you doing? Five feet away from me. You're supposed to be six feet away. And your mask looks like it's right on the edge of your nose. It needs to be completely covering your nose. So this is different. I have different pains that I'm dealing with than cleaning companies do in Texas. So that's the whole point here is that you need to be evaluating your area right now and it needs to be continued to evaluate. All right. So what is your solution based on your target, your, the pains that you know of? What is the solution that you can offer? I don't think teams, it doesn't work for us. Drive time is the thing here. You know what, Leslie? I feel your pain on the drive time. I don't have it here where I am, but we've had it in another location. Drive time is a thing. I totally get that. So you've got to work with what you have as well. Right? We have to, we have to work with what we have. Now the point of this slide is just to evaluate all, all of the things. So I want to, I'm going to type here. Also, what do you guys have? Oh, oops. Didn't mean to do that. Just click right through all of the, all of the slides. I want to type on here. Tom, can I not type on here? You would have to type in the original deck. If you have that open on the other screen, you can, you can type on the one that you're showing. Well, that, that doesn't work out the way I want it to at all. If you find the little icon that's got the little PowerPoint widget in it, like in the tray, if you hover over it, it should show, you got a presentation. Well, maybe not. You might have to hit escape and type into it. Depends how you have it set up. Hmm. If I escape out of this, it's going to go away from PowerPoint. See, does that, which I know you hate. Oh, and this is not even PowerPoint. This is Google, right? Yeah, it's like Google's PowerPoint because it says Microsoft PowerPoint format. Right here. I don't know, Liz, you're on your own. Darn it. All right, well, I'm just going to have to leave this up. So what else is there, y'all? What other things do you need to be evaluating? Lava, from your perspective, what are other things that people need to be evaluating when they're thinking about selling? Because it's not just about the customer and their pain in the solution, although a big part of it is that, but what, what other things do they need to be looking at? So one is your location too, right? What other things should they be evaluating? I think, I don't know how this would be for y'all, but what I have really noticed in our industry is everyone is so, they believe so strongly one way or the other. So I have had people be frustrated with me for asking me if they are accepting, yes, yes, or, you know, can I name them coming to you for a meeting? They have gotten some vitriol because I'm not taking this seriously enough. Why would I even offer to get on a plane and come there and possibly get their people sick? So the mentalities that you have to work with, how do people in your area and location, like you said, how do they really think? Like you said in Washington State, all day and then it is here in Texas. Might be different. Okay, so like your local beliefs, what are you dealing with in your area and your people? I did read on professional house cleaners, there was a post, I think it was yesterday, and somebody was saying that the business owner came with her employee and the employee walked in and didn't have her booties in her hand. And the owner of the company said, I think I'm getting this right, I might have, you know, the game of telephone. You mean her shoe covers? Yeah, did you read that? What did I say? You said booties. She covers booties. Shoes covers. In the theater professional house cleaning. We're going with shoe covers Tom, but I do believe she said booties, but we'll go shoe covers. And she, I believe she told her employee that she was going to have to go out to the car and get some. And the customer said, you know, no, you just need to leave. I need a professional company if you don't know how important it is and your people don't understand how important it is to walk into my house with the correct protective equipment, then you're not the company for me. And she was complaining in the group that this lady is ridiculous. The thing that was very interesting y'all is that normally when a cleaning business owner goes into a group and complains about how ridiculous a customer is, everybody jumps on board and says, yeah, she's terrible. We're lucky. Fire her. You know, blah, blah, blah. But in this scenario, people were on the client side. They're like, hey, sorry. You need to be, you need to be responsible. You need to be prepared. You need to go in. That's different. That doesn't happen very much. That does not happen. I've been seeing a lot of these little things happening, which is making me, those are the things that are making me say, evaluate y'all, evaluate all of the things, evaluate where are your customers? And that was the other thing I really wanted to put in here. Where are they location? Where are they going? As well. Where are they hanging out? Where are they going? What are they doing? So not just where they live, but where are the things? What are the things that they're doing now? They're not all going to the gym anymore. A lot of them have, Peloton sales have gone skyrocketing because people aren't going to the gym. People are bringing their gym to their home. So what can that tell you? So I'm just trying to get the message around that you need to be evaluating everything, having to do with your customers, what they care about, what their paints are, what they're looking at, what they're thinking about, and what matters to them. Is there anything else that you guys think I need to be adding to this slide? Well, in a COVID-19 world, and this is kind of becoming, you know, hopefully less of an issue here shortly, but there was a time when we were really concerned about the health of the client. We were evaluating, you know, did anybody in their home not feeling well? Anybody got a fever? And if we thought there was any chance that anybody in their home had COVID, we wouldn't want to. Yeah. And, you know, one year ago, if somebody would have said, there's going to come a time when you're going to be worried about going into your customers' homes, because you don't want them to get you sick, you would have been like, please, how would we know if our customers, of course they're sick. You just have to stay prepared all the time. That's a real thing now. That's a real concern, right? So evaluating. All right, I'm going to move on. So there are four basic, maybe I'm going to move on. We'll see. Hi. I was thinking you, this is probably not the right time for it in your, in your deck, but if I were, if I were in y'all's industry, I would be thrilled about this. I know it's been really rocky in the last year for sure. And it's been terrible and difficult. But really, for us and a lot of our friends, it has gone from like, Oh, that's what absolute people do. And it's a luxury to know you need to do this for the health and safety of your family and anyone that comes into your home. It has moved from being a luxury to almost a necessity, which we have never, I mean, I worked with my mom since I was 14. We never had that. It's never been a regular job. We need to have their house cleaned for the safety of their families. Like this is a huge, it's extraordinary. Yeah, it really was people that had had money to spend. Now people are finding money that they might not have had before. Yeah, you're at the perfect spot here. So the, the main pipeline that we use when we're talking about sales is this ADA idea, the ADA pipeline, where it's awareness, interest, desire, and then action, right? You're trying to push people through this pipeline. And the first, the first one is awareness. And what are they aware of? What are they, what are they thinking of? What are they caring about? What are they noticing about cleaning companies, your cleaning company, other cleaning companies out there in the world? What are they paying attention to? And safety and health, just like you said, Lava, that is, that is just top of mind for people right now. Because in the past, it was more of a luxury. Now it feels more like I can't afford not to get my house cleaned. It's a safety issue. And I've got to keep people healthy. Do you guys agree with me here? There's a segment of the market that feels that way for sure. It does, right? And different. And Char, you're even saying that in Texas. So I'm thinking, you know, even in Texas, seriously, what about Florida? I'm wondering about Florida. Yeah, I don't even care in Texas. You know, they shut down like this much around here. Fits a lot of self-care for mamas that have an overflowing plate. Yeah. And there's a lot going on. And it's scarier now for, you know, for a lot of people, mamas thought they could do it all. They had the training, right? Their moms taught them how to clean. They knew how to clean. But now that, like, people are, their safety and their health is at risk, it feels like they need to know more. So we can use that to our advantage. Another thing that they can be aware of is that we can use to our advantages. And Leslie, we talked about this as education. They're looking now for certification. Nobody cared if you were certified before. I'm sorry. But five years ago, they didn't even know what that meant. What is certification? But now certification actually means something. They're like, oh, they're certified. Oh, they know how to clean. Oh, so they know the difference between sanitizing and disinfecting. That means something now. Two years ago, I don't care. Now, can you come or not? Can you be here on Tuesday or not? That's what I care about, right? Was availability. But now they do care about education. They want to know, who out there knows the stuff? Who out there has the right training? Who out there preach? Yes. So what else? What else are they aware of, you guys? I think I can type over here now. I don't know if this is awareness necessarily. But for a lot of us down here too, working from home means that you're never really done working. Because at eight o'clock at night, if something needs help, your office is in your house. So your days feel longer. And whereas I can pop out and do a little laundry, because everyone's in my house, that's difficult. It's difficult to get it in the washer and then in the dryer and then hung up. The process is difficult because I don't have four hours at night where it's time to do house stuff. My work leads into that. So would I put that here under awareness, Leva, that they are aware of who's in the house or how long or what do you think? You know, I don't know that it goes in this particular area. But I think it was a quiet moment and I thought I didn't say I probably forgot. I think that they have a strong desire to have somebody in there so that they can. So the time thing is going to matter. It sounds like they are going to have a strong desire to be not working. To be able to get time off, which is different. Getting time off is different than finding the time to clean. Get your house clean. So it's different now. They know the difference between a professional cleaner and someone is just doing it as a side job. I agree. I think that they're going to be aware of that. They're going to be paying attention to the that there is a distinction. I think in the past when you said you were a professional house cleaner, and maybe not in the real recent past, but in the past when you said you were a professional house cleaner, it was like, isn't that cute? She gave herself a fancy name. But I think now there's a chance that professional house cleaner actually means something. Doree, you say, Tom? No. I mean, this kind of ties into the idea when it wasn't about how when it was just about making things look good, then it was kind of a commodity. But you mentioned the whole health aspect of it. So they're aware of the market and they're aware of pricing. And money isn't as much of an object as it used to be in a lot of markets in the minds of a lot of consumers. They will pay a premium for for a higher value service. Yeah, I like that too, as far as awareness to pricing. I'm going to put that on here too, because I do think that that is something that is really matters to them in a different way. So in the past, we did find where people thought that they just and out cleaning was the same. So just get the cheapest cleaning company you could. But that's not the same now. It's different. And if you use that to your advantage, knowing that they're thinking that now, then use that. How can you use better terminology? How can you use words like shoe covers instead of booties? How can you say cleaning clogs or microfibers instead of rags? What can you do to elevate yourself and your behavior and your professionalism so that people can see that you really are a professional versus this low charging person that maybe doesn't maybe doesn't get paid as much because they're not worth as much. I also really like what Patricia says here about cleaning supplies. You know, back in the day, it was kind of funny, people would say, what are you using to so what kind of cleaning products would you use? And people wouldn't say this to me all the time. They're like, they want to know. I said, I've got a test for you that I think you'll find they don't care as much as you think they do. Ask them this. So they would say, well, what are you using on my house? And we would I would ask this question, what do you want the brand name or do you want to know what type of cleaning? The response 99% of the time was, oh, yeah, I don't know. Well, um, yeah, uh, and they've asked me a different question because they really don't care, didn't care what you're using to clean. If we told them we were using professional grade products, they're like, oh, yeah, that's what I wanted to know. They didn't know what they wanted to know. They just thought they should ask now they know what they want to know. Are you using a true disinfectant? Are you using it correctly? How, how are you cleaning my house? And are you cleaning it? So that's really good. Back in the day, a lot of times they were looking for the answer green. So you can say, we use some professional products and they go, are they green? Oh, yes, they're green. Good. Yeah, good enough. Because people were trying to make it more of a statement than, than anything. Let's see, also social distancing, cleaning while we're in the same room, we would be in a different also, what is the steps we take? Oh, yeah, what about if the cleaner is sick too, right? Professional cleaners, you have a, you have something in place, you have a plan in place for how that's going to happen. They're, they're going to expect that you can't send the same person to their house every single time because what if she's sick? And you're taking unnecessary precautions, not only with the PPE, but doing the surveys every day and making sure that, you know, at least, you know, you're, you're doing everything you reasonably can to make sure that everybody's healthy before sending them out in the field. Absolutely. Yeah, absolutely. And then Leslie is saying vocabulary. Yep. You guys know I preach on this all the time, right? So I'm glad. I'm glad other people agree with me on that. Let's see. What, what is the next slide is not going to come up for me. I know it's interest. There you go. Interest. All right. So the interest part is what are they interested in? What, when they're looking for a cleaning company, what interests them about you? And this is a little bit different than awareness because this is, awareness is what they're kind of noticing and they're paying attention to. And they might not even know that it's impacting them. Like if you drill them on it and ask them about it, they might know, but they're not actively looking for a lot of those things. They're just being influenced by these things that the awareness factors. But the interest is things that they're actively interested in that they're looking for. Would you agree with that, you guys? Absolutely. Yeah. And so these are the three that I came up with just as the top that I really wanted to talk about. The first they're interested in making the correct choice. You know, back in the day, it was like, just hire somebody. And if they don't do a good job, you get your money back, you give them a bad review, you'll, you'll get somebody else, right? But now people are very, very concerned with hiring somebody. They're interested in finding a company that they can trust and that they're interested in making the right choice. Yeah, Linda, great. Your client moved three times, still uses your services because she trusts you. Of course. I call that the first question. If I don't want to ask the cleaning service. Yeah, that's good. And then how, how are they looking? This has not really changed very much. People are still looking at reviews. Business to business though. I was reading in HBR, if you guys love this magazine, close magazine, HBR. So I was reading in here that one of the things is people are expecting more from their reviews. So in the past, they're like, pop up the reviews. And they're like, yeah, yeah, look, what are the worst reviews? What are the best reviews? How does the company handle it? Now they're digging into them more. They want to see the worst reviews first. And they're reading every response. They're reading every bad review. They're not reading like the two bad reviews and then two good. No, they're reading every single bad review. And they want to make sure that you're handling them well, that you're handling those things well, perfectly. So the a lot of big businesses too, from what I heard, and I know, Sharon, you're probably guys are dealing with this, the customers are looking for better proof than what they've looked for in the past, just because somebody writes it on Google. Yeah, that's good, because that's all I have, but they're looking for better. If they can get a personal review from somebody they know their words, and that's always had more weight, but now it has even more weight than it has held in the past, because they're less trustworthy right now. So that's kind of a big one, I thought. Another thing that they're interested in, which we've never heard about in the past, is continuous improvement. They want to know that your company is staying up on the new stuff now. That wasn't a thing before, just come in, clean my house, give me the same price, if you have to raise my house my price once a year, okay, fine, but really they're not expecting you to improve anything, improve any of your processes. Now they're looking for that. Now people are interested in, are you staying abreast of the news? Are you paying attention? Are you following what the, like Shari, you were saying earlier, are you following like the mandates, like the booty shoe cover lady, professional house cleaners, right, where even the professional house cleaners are saying, you got to be better. You got to be getting better. You got to be improving and paying attention. So I think that's huge. Did you guys agree? That's interesting. I like to think it's true. I'm not sure if I've seen that personally, but at least put it in the context of continuous improvement. But it would make sense, you know, you wouldn't have to twist my arm to convince me of that. A more educated consumer. Yep, more educated. And they don't want to feel like they know more about cleaning than you do now. They want someone that knows what they're doing. And so they're expecting you to be getting better, not just staying the same. So I think you have an opportunity, or we have an opportunity to show that we're on top of the changes. When new materials are coming out, when somebody gets brand new flooring, what do we usually do? Okay, you got a new floor now. And so we're going to charge you more. I say again, but I think it's an opportunity. So instead of you got new countertops, whatever, we can talk about what, what type of countertop that they, their new countertop is, the correct process, we know how to clean it. This is what we'll be using moving forward on cleaning your new countertops, you know, we have an opportunity to show them that we are staying abreast of what's, what's changing and as things are moving. What I would say too is, as a consumer, I, I know that I really need to have more information. I need thought leadership is what I expect now out of my cleaning people. I expect them to tell me what's going on. Hey, we are focused on this right now. This is what's really, we're seeing out there. This is really important to your safety and your health. I really need to feel like you have the impression and you're giving it to me. I don't have the time to research and help up everything. I don't know. I would never start. So I need the thought leadership behind people staying on top of what is happening locally and nationally. And so you've, you want to feel like we're managing it so you don't have to. I need that. Yeah. Okay. And I like that you say that you, you need that Lava, instead of just that it would be nice to have, you know, that, but that's, you're looking for that. And that was not true two years ago. Right. Two years ago I worked with you. I had cleaned houses my entire life. I don't clean the house. What I needed was, I needed someone, now though, I need somebody to come in and be like, Hey, because of these strains and what's going on out there with all the sickness, you really have to teach me the difference between disinfecting and sanitizing a year ago. So I need that. All right. Are you, are you noticing any need for continuous improvement in your company? It's hard to know if there's any, my, my BP is very continuous improvement oriented. We haven't had anything to say the same for about six months. Nothing is ever the same very long. So I don't know if the need is external or if it's just a visual part of our culture at this point. Since you guys have always been doing it, nothing's really changed. I'm not sure. Actually, I'm sorry. We didn't ask that question, Liz. I thought you were talking about ragmops cleaning. No, no, no. Yeah. I'm glad that we clarified that. I'm not talking about ragmops. I was actually talking about Amarok, which is an amateurist company. And then the other thing that they're interested in dealing with is they've got kids at home. So they're interested in who is going to be around their kids. And we, we, I think we have in the past known that what we look like and how we carry ourselves and, you know, how we act and how we speak, et cetera matters. But I think it matters a lot more with people having their kids in the house and them being in the house a lot more. They're paying more attention to who's coming to clean. Is it, you know, do you have, are you sending three men with baggy pants and facial tattoos in the clean my house? Because that's going to be a different scenario. You know, you might have been able to get away with some things in the past that you can't get away with now. And so I think they're going to be more interested in uniforms and, you know, the appearance. I think they will be more interested in, you know, what do we, what do we call it when we have different color clogs for different areas of the room cause contamination and those types of things. I'm happy as a client. Some clients are hesitant to complain for concern that cleaners will get this fund. That not, yeah, that's still a thing. I don't, I don't see that changing any, anytime soon, except to say that they might want them disciplined when it comes to their health and safety. All right. That could be a twist. I don't know. Anything else that you guys see that they're interested in currently that they might not have been interested in before? Just point of information. We've got about five more minutes. All right. Oh, goodness. I forgot that we were going to try and do the other thing too. But oh, well, so much for that. Well, I'm going to move past the interest slide just so we can hit the desire slide real quick. Maybe try. And I'm just going to go over them real quick. So you want to be thinking about desire. What do they desire? What are they, what is the main thing that's going to get them to the point where they're like, oh, now I want this company, this company is, I don't have to worry with them. All of the things that we talked about before, it's making them feel like, yes, I don't have to worry now. I'm doing right by my feet. What are the other things that they're desiring from you? And it might still be in your area might be like Trish was saying in her area, they still need time, right? That they're going to give me back time. Maybe. What else? What else in the back time? What else are they, are they desiring in your area? So looking forward for that. And then the last thing I really want to talk about here is action because we only have four minutes. Really want to hit this slide is the action needs to be different here. So it doesn't need to be, but my guess is you probably have an opportunity to have different action. We were talking about a few weeks ago how people are someone to communicate with absolutely, absolutely, which is kind of where I'm going to right now, Linda, too. A few weeks we were talking about how things are starting to trend toward people wanting in-home estimates again. That was not a thing for the longest time, but what is that? What's driving that? What's driving people to begin to seek the in-home estimate again? It's the connection that they are trying to really get that right person, the right company, make the right decision, get the person that they can trust. They're looking for that again. And so one of the things for connecting better is get your face out there. If you haven't been using videos, maybe start using videos. Don't forget that nowadays a huge percentage of the population is very, very comfortable with a Zoom meeting. Everybody's comfortable with Zoom right now, so there's no reason not to pop on a quick Zoom call to go over what they want. So we used to only have the option to do bids by, we either did them by in-person, we did them on the phone, or we did them by our website, right? They could get like a quick one. But we have another option now, y'all. We have this Zoom option where we can talk to people, we can connect with them, we can find out what they really want, we can meet their needs. You're going to have a hard time having somebody else take that job away from you. It's the best of both worlds from the phone and the in-home. We can sort of marry those two. And people are willing now. They might not, they weren't willing to a year ago. They didn't know what that was. They know what it is. A lot of our customers now have been doing Zoom meetings. I think you're going to be hard-pressed to find anybody, any of our customers that haven't done at least a couple of Zoom calls in the last year about something. Even the doctor, right? If you need to go to the doctor before you go to the doctor, you go to the phone, they check out your Owie and they tell you whether or not you need to come in. So people are used to doing Zooms. I was talking to someone about in-home estimates over the weekend, video phone app to talk to them from the start. Is there a time, a video phone app, do you know what you might be thinking about there? Well, you know, FaceTime, I mean Zoom, I mean there's a bunch of video apps. I think if people are dealing with their, if they have iPhones, I don't know how you find out about that. But if they do, I think they might be interested in doing FaceTime. That could be, that could be a thing. People are not loving their email. They're not loving a phone call, right? They're not loving having to pick up a phone and talk with someone. But Zoom call for this purpose feels like they're doing something professional house cleaner again. Answering their calls by video when they first call for a quote. I like that idea. When they first call, if you can answer by video, I like that. So they're actually talking to you right off the bat and they're seeing you at the same time. I think that could be, that could be a better picture for you. So the point here under action is look for how you can take bigger, better action in your sales process and how can you get involved, right? I also really quickly, just because I got Robin on here, hey Robin, Robin is brand new to the MMA groups today, Tom. So hey Robin, welcome, Denny. I've seen him in there. So hi to Robin. Hey Charlotte, thanks for coming on here today. I'm sorry that we're a little bit wonky on this call, but I appreciate your help. Yeah, thank you so much. This was good material. Some of the technology aspects of it. We need to tweak a little bit, but we'll get the Zoom thing going here within the next week or so. Sounds good. You guys, if you have any questions, get us up later. Talk to y'all soon. Talk to Wednesday. We're going back Wednesday. We're going to be continuing sales. Our topic on Wednesday is going to be sales processes, best practices. You know, we're going to be talking about CRMs and, you know, sometimes the most complicated solution isn't really the best solution. We're going to be talking about the sales process that all sales aren't created equally either. And the idea is to get sales that create the most, you know, value, the most profit, the most lifetime value of a client. So we're going to be talking about those two aspects on Wednesday. Matt Ricketts is going to be our guest. He's going to be helping us through that. So we'll see you Wednesday, five o'clock Eastern, smart business moves. Till then, bye bye. Bye y'all. Hope you feel better, Lava. Thanks. Bye y'all. Thanks for having me.