 Hey, good afternoon everybody time steward here. I'm with lose Trotter our guy our guest today is Gosha bear and this is smart business Hey y'all We are getting close for Christmas. Oh my god. We got it. We got you know, I got my my Christmas garba My little reindeer earrings We didn't warn Gosha. Yeah Oh We could pretend like your coloring is off. Oh, there you go. You got your porn set up. My point set up It's actually pretty one too nice white one. Yeah, right And you know, I guess next Wednesday We're really gonna have to break out the big guns for the Christmas stuff because we're right on top of it Hey, Denise joining us. Hello, Daneet. How are you? Yeah, I should so didn't eat something. You don't know Gosha. Didn't eat sent us All the holiday hats Every kind of holiday hat you can imagine. Oh, yeah, this is cool, but we're gonna wear our cool ones next week Okay Complimenting my hair so much for that right so much for that. Oh, yeah, when you take that off your hair is not gonna be as cool Yeah, executive maids is that dawn Hey, did he Looks amazing on you Tom. We have an executive. I know a couple different executive maids. I'm wondering if it's dawn or if it's someone else Anyway, I'm excited to talk about Creating a strong was it strong or good? I think it's strong a strong couple Right, huh strong company culture today, and I'm really excited to have you here It is done. Hey Don And I'm excited to have you here because I've actually been your business. I've worked with your people I've seen that you have really created a strong culture in your business. So hey Starlene so I'm excited for you to share some of the things that you've done I think that a lot of times people think Creating a strong culture or a good strong culture that they like not just strong like Tom would say because strong could be really terrible too Right. Yeah, really strong culture where everybody gossips and backbites and all of that kind of stuff but your company is strong and good and Really serves the company serves the customer serves the employees serves you to really what you wanted to create and you've done it So and I think a lot of people think, you know, just tell me the thing that I have to do Right. I'll just go do it. What do I have to buy to get this culture? Like how many signs do I need in my office, right? They think it's that kind of stuff I have my credit card out just point me in the right direction Like I'll just buy this good culture that everybody's talking about, right? So I'm excited to have you share like some of the things that you've done and you have a huge list I think you have a bigger list than you even know of, you know, I probably I don't know. I You know, I feel like It's it's part of me or you know, I am so everybody on our team is An immigrant everybody here just like me, right? I'm an immigrant. I can hear 23 years ago or something and I came with nothing literally. I just had a backpack full of books as my husband makes fun of me because I always travel with books and so I understand the struggles that I went through and How hard, you know, the struggles how hard it was and everybody that's that comes here to our company We are the helping hands. That's what we are. We are trying to help them. We're trying to help them. Oh We're trying to Help them Achieve the goal or you know experience the opportunities that this country offers So perhaps I feel how they feel and maybe that's the energy that I have And you know, here's a little piece of information that you know our audience might not know Liz and I along with a number of other Cleaning business operators had the privilege of visiting your office for an Archie regional I guess was it a regional event? It was an Archie event you hosted Right, and a brand new office You've been in that office, Scotia. So when you guys were here in October spent October 9th, I was here for just a week We moved on September 3rd yet Yeah, it was amazing The office is beautiful and you had a number of your staff there your leadership team or at least You know a part of it a good part of it was there And it was obvious one of the things that has picked up on me How much you care and that translates into how much they care and you can see it in terms of What you've done with your new office. I mean You know, it's a lot you could have gotten by with a lot less and had a very functional office but you you made an investment of energy and Capital as well to make that like a show place and you know that That has to be part of the the culture, right? But I gotta interject here because her strong culture came before she ever had a great office She didn't have to buy that office to create a strong culture that culture was Her culture is strong and amazing and It's a reflection of it more so than a reason for yeah, I like that Tom. Yes That's absolutely. That's that's more the truth that that office reflects who the people are and your people So this is a big thing for me that I talk about when I'm talking about your company and the culture that you built the name of the company is helping hands and When I see anybody in your company, you know what they're always doing? They're helping someone so you have taken this idea of who you are and Brought it to life through your people Did you have an experience Tom where while you were at the event? Did anybody try to help you with anything? Oh? Your your people were all over it. You know you you you fed us some amazing food, I guess that was local cuisine They were you know and you know why just a little I'll go ahead and mention this there were People there that were into it rested and made central and your people were Extremely helpful and kind of explaining, you know, how how they've benefited from from using made central and in operating your business Because when we love something we want to share, you know, come on because you want to be able to help We want to help right? That's the whole thing. It's about helping others and I will tell you like talking about the helping Yesterday and how my team is stepping up and how they are all about helping, right? Yeah, so we just hired a person from Ukraine she escaped the war She came on that special Visa and And she she just she begged us for work yesterday. We are right now. We are overstepped So we are hiring but we are you know now we are being very selective about the people that we hire So we don't necessarily need to meet her But she came and she said I really need work. I've been here for two months and I cannot find work and Then I started talking to her and She doesn't have social security yet. That's why nobody wants to hire her Okay, because she's on this special I-94 with that status of that Refugee, but she's like days from getting social security so we can wait It's not you know, literally she showed me the document, right? Yeah, and I called my attorney my immigration attorney that I use for myself 20 years ago And he is like no, she's good you can hire her but nobody made that effort to call an attorney or find out, right? Right, and I said and this woman literally is here with two kids 16 and 18 year old Daughters she's by herself. She came to with nothing. She sleeps on a blow-up mattress and has a table and two chairs We are all together came together and we got dishes for her We got a bed for her and I'm actually delivering stuff tomorrow tonight to her home That is if somebody else was saying this Go-sha, I'd be like wow that is amazing Why I'm not saying it's amazing with your company is because it is what you are always do I've heard so many stories like that as part of who you guys are It would be more bizarre if you weren't doing that if you said that she's been working here And you still haven't helped her out with something That would be like Also my point is my team is like they're like no we are hiring her We are going to hire her. We will find a job for her, you know, we never on board. So The more important she has a car. So it's like yeah, she you know, we'll find a job for her So but yes, it's all about you know, it's all about helping others and how people feel here You want to make people feel important We always ask why we work here because I'm important, you know my name you care you pat You give me a pat on the back You know, I am we have two people that create The culture or three We have the supervisors that will reprimand people Right, they have a complaint the supervisor meet with them. Yeah, but then when it comes to me I always tell them like I will never say anything that they are what they are doing wrong I will not talk to them. I will not tell them unless like I really have to like we had a person that was written up three times and She is crying and she wants to work With us. Yeah, I sat down with her and I said listen, okay, you are written up three times, you know, yeah You know, so then I will have a conversation with her. Yeah with the person But I will never have a bad conversation with people So the supervisors handle the negative thing because that's their job. Yeah, I am always there. How can I help you? What can I do? You know Like how is your day? How are you kids? I always asked about the family. How is you know? So I am doing that that culture that Nurturing yeah the nurturing but you know, I don't I don't want to just gloss over What you said about the supervisors They're having those hard conversations and the reason I don't want to gloss over it is Mm-hmm. I think that people have a Misunderstanding that if you have a really good strong culture like you do that everything is sunshine and roses all the time That nothing ever goes wrong, right that nothing ever goes wrong that everybody's nice and sweet does exactly what they're told First time out you never have any problems, but that's not the truth, right? No No, and it's just a matter of how are we going to handle it? How are you going to handle it and you want it handled in your way? No matter which supervisor is doing it It's handled according to the helping hands way right We live by our values And you know, that's another manifestation of the culture though because your Leadership team, you know, basically plays by the same rule book as you do and they're able to execute that playbook and Really, that's an example of You gosh as the CEO of the organization being the CEO that you need they need you to be because You know, you can't scale an organization if you're having those discussions. That's not your job You've got other people who that's their role and if you can trust that they'll execute that properly and consistently Then you're you're scaling your business, which is is your job, which all adds to the culture because it's Kind of gets into being a profitable business, right? If you're not profitable, you really can't have a good culture You can't provide good jobs good service and it all kind of it's a virtuous circle. It feeds on itself We agree So can you tell us a little bit about so you say you bring somebody in go show? So I think this is hard for people to Let's start back in the day before you had your big company, right? It was just go show getting started. Tell us a little bit about that. How did you get started? How did you get you know from there to here go back to the beginning tell your story because I mean 20 years ago I mean, that's a story that that that we really should share Yeah Well boy 20 years ago. So 9-11 happens. I lose my job because of 9-11 We just bought a house crazy crazy rate Seven and a half percent on our house. Our mortgage payment was over $2,000 and a $200,000 house. I had no choice. I had to start cleaning and so Helping hands was born in November of 01 Moving fast forward. I was cleaning every day myself and Then I got pregnant with my daughter. My son was already born my daughter I was pregnant with my daughter and I had to stop cleaning. I couldn't in May of oh too and That's when I hired my first employee and my second employee at that time I was 24 25 25 so yeah It was hard. Let me tell you it was hard being young Not having much experience with people and I was hiring a lot of older people than me and I will tell you they were all over me I was there were times I was crying and I was like, oh my god. How do I handle them? You know, they are They were telling me what to do Because they were older No much right. So many years there were struggles of that, you know, they I didn't understand what culture was it was challenging but You know it passed through Ten years about ten years. I had the ten years of a struggle of like trying to understand and find myself Yeah, of who I am and who I want to be and how I need to be with people and So people don't walk all over me, you know and any any Advice because I mean what you're describing is a journey that we've all taken, you know, how did you make that transition? Were there was did you like have a mentor were there classes you took? Did you read a book? I mean, how how Tips I didn't take any classes They was 10 years ago 12 years ago 10 10 12 years ago. I joined ARC si That's when I joined my first I actually met Perry in Chicago and he had a regional luncheon That's how I learned about ARC si and that's when you know, I felt like I wasn't alone back then I felt alone. I was like, oh my gosh, how do I do this? What do I do and I was always my whole thing was I was too nice I was always too nice and everybody took it taken it took advantage of my kindness Yeah, that's what was hurting me the most that I didn't understand how to be firm and how to have rules I thought that You know, I thought that people will be the same like me, you know I bet you I was there. It was a regional luncheon. It was in a big kind of older hotel Was a small restaurant. Okay. Well, this was something different. We had a regional event there We was there in a big hotel. I'm sorry. I digress go ahead. Tell your story So, you know, it was just to understand of I thought everybody will be treating me the same way It was funny. Sometimes I would schedule, you know, I would have people like I didn't understand why people don't Keep the word like I hired somebody they say, oh, yeah, I'm coming. I'm gonna be there on Monday I schedule a client for them a brand new client that they don't show up, right? Yeah That's never happened to Tom or no, I'm sure it never never I wouldn't even consider that happening First time I've ever heard about that. Yeah Everybody there's just no way around that it's happened But once I truly honestly, I'll tell you once I started going to classes and meeting people and meeting like people like you Liz, I will never forget your classes back then and Deb Sardone and You know and learning about Culture I will never forget you were always the huge you always had these classes about culture. I'm like, what does it mean culture? culture culture Polish culture Awesome, isn't that funny and now here you are like building this strong culture that everybody's wants to emulate Right. So you can go from basically just Not even know what it means Yeah, yeah But so you did have a culture back then but it was more a culture of they run the business. You're cowering But what were some of the first things that you started doing you started recognizing, okay? The first thing it sounds like you figured out how to set rules and to follow that how to set rules people Like rules even you know people are like kids people. I mean employees are like kids. Yeah rules They like to follow them and if when they don't when they divert from that Straight road you got to put them back on and you have to have that conversation and I actually then I went to I have a I had a call. I still have this woman I'm still using her as my coach. She said always tell them you have to tell them about something bad I was always afraid to tell them something bad that let's say there was a complain and oh But they're gonna they are going to quit. I cannot tell them about it, right? They are going to quit if there was a complaint and then that you know It snowballed and they made that mistake again. Let's say they didn't clean the floor well or something, right? So I'll never forget this this coach said to me. She said, you know always say I Understand it's hard to wash the floor. I've been there But it is my responsibility to really mention to you That you need to the client complained and there and we need to together How can we fix it together? How can we make sure that you wash the floors properly? How do you watch that always ask questions always ask questions or there was another word that she told me She says it would be irresponsible irresponsible of me not to share with you That there was a component. I love that. So it's like how do you the way you say it? Not always, you know, how you say it what you say it but also the way you say it You want to say this with a sincere sincere sincerity? You want to be sincere about it? Okay? So again always tell you people it would be irresponsible of me not to say not to share with you Make sure you want to improve yourself. I care about your success Right. So we have the company success as well, right? Always want to be about the people, you know about that person, right? Yeah, they don't care about the company sometimes Absolutely, you know why why me and it starts there, right? So we talk a lot about matter meaning measure and autonomy, you know that and that first one of matter That person needs to feel like they better really matter that they individually matter and to somebody So in the beginning it started with you. They mattered to you, right? And that they were important to you and not just because of the money that they could like line your gold pockets with Right But because they you you saw in them what was and I see you do this today I've seen you do it when I was at your place. I saw you doing it you look for What is outstanding in people and you hold up a mirror for them to see listen? This is just look look in the spare. This is what's amazing about you and You make sure that they see that as well I mean, I feel like that's you just the the best starting point I know of is to let people see themselves through your eyes right what what you see that's amazing about them, but I do love your point of You can't be sheltering them We have to you have to give them the the truth and let them see the other side as well It doesn't work for them to just have this idea that Everything's hunky-dory and that what they're doing because people just naturally kind of slide. We all do that And it's a matter of trust people know better at some deep level They know better and when you're able to in a caring way give them the the the the truth It's you know, you're building more trust and more respect Exactly if you hide from them, they know then they know they cannot trust you Yeah, right, then they know that you cannot that you don't care about them. You don't care about them improving Right. Well people would say to me said, why didn't you tell me if you don't tell me? How can I improve? You know, and then again, that's from a long time ago. And I'm like, oh my gosh, you are right I need to tell you How do I talk right? Yeah, then you don't want them to quit because you know, you need them We know we need them. Yeah And then we want to make sure that we coach them. So it's important that we coach them with the words and The ways that they can actually succeed At what they do. Okay, I want to talk about that a little bit. I think people hear this word coach Especially in the beginning they hear it similarly to the word culture. It's like, what do you mean by coach? You know, what do you mean by culture? What like what are these words that you're throwing around? So can you define for us a little bit about what you mean by coach? So what I mean by coach is um, you know, it's You always in my opinion Good coaching is to show to share with them. How good they are always explain to them They are important. They matter They uh, show them that they really how good they are Yeah, always focus on a positive reinforcement I think positive reinforcement gets you much further versus a negative one. I cannot believe you did this come on seriously Why would you why would you not want you thinking you told you to do this? Why did you do this? Yeah How will that make people react people put a shield right away, right? Yeah people They get like they do this, right? If I see somebody doing this, then they are like, okay They are not with me anymore. So we can all do this um, so it's really important that You know, first we always tell them how good they are how much we appreciate how the clients appreciate their work And what like, you know, if let's say we had a complaint, uh, that clients saying they didn't wash my kitchen floor They didn't wash the refrigerator this and this and this Ask them what happened again coaching is about asking questions Want to know what what is going on? Yeah And then together we come to the conclusion of how we can improve that Yeah So when I think of coaching, I think, uh, bringing out the best people like taking taking people's natural skills and Growing those so that they're even better um, and not so much focusing on shrinking their weaknesses, but growing their strengths so that those weaknesses kind of just um Strength just because they're not as front and center What what do you think of that? Do you do agree? It seems like you do Yeah, so it's so it's like almost like you can relate to watering a plant, right? You water water the plant with a fertilizer to help them grow It's right here the same way. Um, you know, we uh Have these awesome caught being awesome again learned that probably from One of Debbie's classes, maybe your classes. She has coast guards, right? And we write how awesome they are Again, positive reinforcement We are watering them with those good words all the good things that they do and then they want to do even more Yeah, I love that. I like the think of it as a plant and watering them with the fertilizer and that that's that's the good words Nice easy easy to remember too. I think it's easy for people to remember how how much people are fed by Words, yeah, good words. We talked a lot when I was at your place about the different uh languages of appreciation and that one of the the top one actually that more people feel appreciated by Uh words of affirmation, right words that say what is great about them than anything else Like, uh, I love that and that that's the easiest one That feels like the easiest one doesn't cost any money It's not hard to figure out you just watch what the person's doing say they did it well and bingo bingo. You're numb over there Right. Did you love that bingo bingo? You know, the whole casting people being awesome, you know, we Kind of talk about that, you know with an organization and When we're hiring people we we we want to know, you know, what's what do you what? What are you awesome at and we all can't be awesome at everything, but everybody can be awesome at something And do you find if you can identify that and recognize that? They're doing a whole lot better in areas that they aren't necessarily, you know, think they're awesome at Maybe they can be maybe they're awesome. A lot of times people are awesome at More things and what they are aware of once you start looking for awesome Do you see that? I mean I You know, it sounds good. I like the thought, you know, let's let's hope it works that way, huh? So I have seen that now give you an example So I'm thinking of this one employee that I had her name is Sandra A lot of people have heard me talk about sander because she's my favorite all-time employee that I ever had working for me But when she first came to work for me, she wasn't amazing. She was she didn't she wasn't great at everything But you know what she was really really good at Getting through the house is fast She was really good at being productive like the most productive person I had ever seen and With good quality Now did she clean every single thing every single time? No, she did not Did she have problems? Yeah, she did but you know what what we focused on is sander your productivity is Amazing nobody can get through a house as quickly as you do. How do you do that? Tell us about that and the more she Just I don't know the word. I want to say grinded but ground grinded into Being more because she did she became more and more productive, but guess what also happened Her quality improved Okay, her quality improved and guess what else happened She Wanted to be more involved in the company. She started taking on more and more opportunities and When I call them opportunities, but I mean Let's be truthful here, right problems. She took up more and more problems And helped solve them. She took on other roles in the company She worked for us for eight and a half years And in the beginning she was fast, but that was probably the best thing we had going about her But remember I just said she was my best custom employee that I ever had cleaning professional that we ever had And I really think it is because of what you said tom You were able to identify Something that she was awesome at she picked up on that she built upon that and yeah Created Yeah Yeah, I wanted to touch base on that So we have at every meeting a monthly meeting with employees We have they have we ask five people to stand up and share with us what they are grateful for And what they are thankful for right So this one this past friday is past past monday one of her employees stood up and said, you know She's been with us for over five years now and she said when I started cleaning. I Didn't like cleaning. I actually hated cleaning to do it because I had no choice and She said she came and actually I hired her Back then and she's like, you know Gausha what you have explained to me that I'm not cleaning I'm not just cleaning I am helping people and making her realize that she's not just cleaning but she's doing She's changing lives and this is literally what she said on on monday. I couldn't believe it. That's what like touched her You know, and that's what changed her made her think differently That she's not just cleaning toilets or cleaning the floors whatever She is actually changing people's lives And she's helping there. She is she has uh, same clients She goes to all these same clients and she has a lot of favorite seniors Because she's very chatty. So we put her with the people that love that same, uh, energy Yeah And she says these people are waiting for me with coffee. I know i'm the only person they get to talk to Yeah, well, she shared this with everybody and everybody was like, oh my gosh. Yes, that's that's so true You know, that's the meaning that i'm always talking about, right? Better the meaning right what is the meaning of the job? You need to tell your people that this is your job means so much here And we always have to explain to them and constantly repeat that so they don't forget so You you shared, you know the Asking five people to get up and share something they're they're thankful for so that's uh You know, that's a Procedure or a process thing that you have in place to help build your culture Could you speak to maybe more of those things? What type of meetings do you have? I mean, you've got this marvelous office does everybody come to the office every day How you know, what are the mechanics of of how you do what you do? So our office we don't come every day. Uh, people come once a week just to refill products and Grab towels new towels. We give them enough towels so it's enough for them for the week um We do have once a month Company wide meetings So that's why we have this big room in the back because we have everybody come here for breakfast And my supervisors are responsible for cooking breakfast for everyone And we always make a hot breakfast Or we now we have a stove even so we are able to cook eggs for them Or i'm sorry, how often do you do that once a month once a month? Okay always on a second Monday of each month Okay, uh, and on that the reason we are doing on a second Monday of each month because we are Determining we have the time to determine the employee of the month And let me tell you they are so excited to find out who is the employee of the month And we have I have to remember if i'm correct on this because I don't do this, right? I have My staff do it Who is the who gets to be an employee of the month the person that cleans the most houses? They have to have zero complaints in the whole month and Perfect efficiency. I think they have a like an 80 or 85 percent or 90 percent efficiency or something There was a threshold for efficiency So those are the they qualify for being an employee of the month And we give them an experience They either get a gift card to a very fancy restaurant in chicago And we we do a whole power point We show them the restaurant and all that or a spa at a very nice fancy rest Very nice fancy spa. We want them to experience something amazing Because we translate this Imagine how does it feel? How does it make you feel when you go to this amazing restaurant? So like you have like a power point presentation of this It's like it's like being on the price is right johnny tell him what they're doing and you kind of go through the Oh It's gonna be the employee of the month, right? So everybody claps, you know, we are like so um and then We want the reason we give them the the experience of this amazing restaurant because we want we translate this to This is how we want to be for our clients We want our clients to experience this amazing Home cleaning when they come to the home Uh, and it's beautifully clean. We want them to feel Wow, this is amazing. So that's why we are we are really spending about over $300 300 400 on a gift card For this dinner, right? So they can take the family to this really nice steakhouse in chicago But you presented it in a way where It's awesome. It'd be very easy to say here's a 300 gift gift card We sell it to them. We show it on the power point And then they have to give us in return. They have to bring us they have to send us pictures And and we post also the pictures from last month the employee from last month, right? I love that So they see uh, so everybody sees that they took the family to this restaurant and they had this amazing time and They get they were dressed up so And so those pictures are part of the power point as well. They are part of the power point. Nice I love that Yep To probably get a little bit of mileage out of with them in social media too, I guess And we post on the social media. Yeah. Yeah But you don't You don't post it a lot year It's not that's not the focus of what you're doing is to get juice out of social media because if it was I would see a lot more of those posts than I than I see I Don't personally post no the the company the company. Yeah So to me it's obvious that you're not doing it for the marketing value you're obviously doing it for the The culture value You're you're you're sincere your your objective is to recognize Yeah, right And also to give that experience so that they have a chance to see What what we're doing? So you're also bringing the meaning in by doing this like this is what we're doing for our customers Look at how this makes you feel and you're making it making them feel even bigger and better through the power point and all of the So we really emphasize that how does it make you feel? How did it make you feel? Tell us? How was it? Right? Yeah. Yeah. Yeah share, right? So we get more more juice out of that But you're trying to get your juice internally versus externally. There there's always some a win with your Or Let me ask you. Did you see our google reviews? Uh, not today should I have No, I'm just saying overall Uh, when you are saying, you know, I'm doing this internally. Yeah, it shows externally. Oh, yeah, absolutely About we are approaching 500 google reviews. Oh, yeah, I'm not even shocked. Goja. I'm not even shocked. I'm not But that's another piece that you know, we ask the we want to deliver an amazing experience to our clients Yeah, right through Showing our people how it feels to experience this amazing feeling Well, again, how how can that not be true because I see you Every single time putting all that focus on helping Right when they're helping you're helping them. They're helping their their clients, right? It's just like a whole big Purple of helping this um Of what was helping this time. It's a new Helping this that's a new word. Yeah I remember we were we were going through the five languages and the Axis service is one of the languages and we switched it in your company When we're talking about it because Axis service doesn't sound nearly as good as what you guys do Right, you guys focus so strongly on helping all of the people Obviously, you're doing it act acts of service. That's what you're doing But you do it in such a helping Kind thoughtful way. It just seems so much better than just access service youth You know, what you've spent some time in gosha's office and you guys have worked together on culture, haven't you? Yeah, yeah, so that's I mean, I guess that's another thing is that You invest in your people all the time and I know you have renaik. I'm out. She's your coach And she comes out. How often does she come out gosha? Uh, she was on calls. She does calls with my team. Um once a week Once with people with different people, right? Yeah, uh, but then karmina just joined your manager circle My general manager is joining your manager circle Yeah, um, yes, we are investing in people. It's so important. Um My uh human resource person of my recruiter is I am signing her up to be they I'm gonna say this wrong the shrimp certified Sure Yes, yeah, right. All right. So It's not a cheap program, but I want her to be certified to see that, you know, we are I mean, I am serious about her Yeah, and she said oh, I I'm gonna pay for I'm going to pay for this. I'm like, no, uh, are you planning on staying here longer than six months? Of course, I'm planning on staying here forever Yeah, I that's just another way Your investments show people show people not just tell them that they matter, but you actually show them and You know, I also have to bring up the measure because there's got to be a measure and if you're investing In in these big ways People can see that this this is not like a little tiny investment not to say there's anything wrong with the tiny investment because there isn't And when you're a small company many times your investments don't have a dollar attached to them But when you get larger and you have opportunity That number can show to people like wow. I really am important. I really do matter in this company Look at how Gosha is investing in me in us in everyone and that's the other thing You don't only yeah that I wanted to bring up. I'm so glad that I remembered it You don't only invest in your leadership team You also invest in all of the people around you guys are always doing things for the people trying to build them up And it's not always a money money thing you're investing in them and opportunities and your words and uh Buying people beds All right, what I'm buying people beds Groceries, right? I've heard so many stories I mean it's important to have a career letter So they see their future and this is something that when we interview people we show them a career letter Those are your stages of growth. This is how you can grow here And uh, pretty much everybody in my company is promoted from within Uh, so again everybody in the company here Sees that they have opportunity. Yeah, and as we grow as we get bigger we have they have opportunities Yeah, so, you know, it's it's um, you have to explain to them from every direction have the career letter Have, uh, you know kind words Be nice, um, you know, believe in your people Just believe in your people because I hear People say oh my god, they are idiots. I cannot believe they are doing this. Oh my god. What does I mean? You know You hire these people. Why do you say they're idiots? Why would you hire an idiot in the first place, you know, the idiot then just checking Believe you and your people give them you give them a credit Yes, of course, they may not be the smartest because you know if they were smarter than you they wouldn't be doing this job, right? You would be cleaning yourself Well, I'm not sure that it really even has to do with being smart a lot of times so much of the time it's confidence and Right like in your situation, especially look like with this new woman. She's like she's in a very held back position She just she just needs somebody to trust and give her a little leg up and be there and a little bit of support I Feel like it's not always about Are you smart not smart? But you know people could many I hear from business owners criticizing their staff so much You know, we have to we are here to build our people And not to say that our people don't have problems Right, they absolutely have problems Right, we're not our job isn't to to focus in on those problems. Tom. What is the thing that you always say? what you focus on Did he say what you focus on grows what you focus on Focus on what I can't even think what it is now. You say it all the time in front of patients I don't know Focus on what matters. It must be it must be awesome, but Maybe I'm mixing up the focus thing with what? Um Measure well what gets measure gets done. I might be getting that one Well that we do say I totally lost my point. Sorry there I'll go back and listen later. This is a good transition though because you got a different background going on there What what you up to today? Oh, I'm actually at Nina's place and Raleigh, North Carolina We're awesome for Nina Yeah, I'm spending a week here. She is wanting to grow faster and do some different things She's just feeling kind of stuck and so she hired me to come out here for a week and um Kind of make some bigger bigger changes. So We have been hammering out a lot of stuff this week. I'm I'm tired and she's she's more tired I'm sure uh, and I I have a saying that you know, um, yeah, I I get paid to push And I'm already a little bit pushy. So, uh, um, and I know you're thinking boy, that's an understatement list I'm scared just thinking about what's uh, what's going on in Raleigh this week. I can I can be a little bit pushy That's for sure. So um, we've been pushing hard. She's really I don't know. I I feel like people that really want to make changes do Right there like They're trying hard. They're trying to figure out where where my stuff. Why is this problem? Where is this? You know, and a lot of times they do reach out for help I mean, I know I do I I have two coaches I'm working with all the time because it's got so many So many issues they don't those things don't go away so We all need coaching or we all we all have you up. We all can benefit from coaching for sure. Yeah, absolutely Yeah, I mean that coach is through coaching you only grow, you know, you cannot grow if you don't learn right you have to learn every day Liz I introduced you to my coach uh a couple weeks ago. You guys had a discussion, right? What say again Tom? I introduced you to my coach a couple weeks ago. You talked to Dan, didn't you? Yeah, I love him too. Dan Wartenberg. Yeah, he was he's a great guy You know, I only talked to him for a very short time And he dropped some a couple of pearls on me just by just a quick conversation about coming to Foundations 2.0, right? And presenting there. I was like, wow I can't wait to hear what this guy's gonna be. I'm gonna be there. I'm I'm signing up. Yeah, me too. I'll be there too. Yeah I mean, also I I do think this is ghost of culture Um, but it's gonna sound a little off when I first say it. I think that a lot of times We can get really insular, right? And just we keep doing things the same old way same thing over and over again and bringing somebody in from the outside or And I'm not advocating for coaching here right now. That's that's not what I'm doing So, yeah, sorry. He's not coming to foundations 12, you know, that'll still be the same old crew Tom We and I think I said Nina and Denit Wait a minute. Wait a minute. We do have Some a new speaker for that doing uh, yeah, yeah, we have Ola. Yeah So that's gonna be he's gonna be bringing it I don't know what the Nina thing is with telling her qa person to get an ipad I don't know what that is, but she's not on here right now She's hiding in the background, but I'm curious what that is. Tell us what that is Sarah Oh, that's a that's a made central thing It's a long story Anyway, what I was what I was get back real quick to what I was saying is Um with with your culture in our industry I think we have a tendency to be really insular everybody does everything the same way Every company is trying to do the same thing all the time and we hear like somebody does something and we're like, okay We're gonna do that I I liked the perspective The outside perspective to say what the heck are you doing on there? Why are you I heard that thing sardone does that Debbie runs a different company. Of course she can do that right You say you're not advocating for coaching. I mean, you're not advocating like to sell Your coaching. I mean you'd be happy to do it, but yeah in a larger sense I think we're all advocating for the idea if you don't have one It's a it's a good investment or be one Which is what go should us Absolutely, and that's true. Go should I've seen you do it? Do you want to share the little secret that you grow as much by being a coach as you do by Coaching or being coached That's a little secret. That's a that is such huge information. I hope everybody knows that Best way to learn something is to teach it right and to best way to grow yourself is to grow other people you grow By that come what do you got hanging out down there? Is that gosha's website? Did I see floating down? Yeah, I do. Well, no, actually it's not it's uh, the arcsy website But uh, go she's sharing with me. She's got a little project. She's helping arcsy with And if you go to their website under education events and click on the first link Coffee and conversation it takes you to this page Wait, what's this about gosha? Guys, uh, you know again, I wanted to share with you that I wouldn't be here where I am today without arcs. I and I am such a strong believer in this organization yet, um I I truly believe with from the bottom of my heart that that That association helped me to become who I am and the company that we are Uh, like people like lis I would never meet you tom. I would never have never met you if it weren't for arcs I right. Yeah, so we are bringing out a new thing through arcs. I Um, rj and I are doing this on a monthly basis Uh coffee and conversation. We are all meeting on zoom. Uh last time we had over 50 attendees Which was pretty it was pretty awesome to see people. It was very interactive And we had um great conversation. It was it was almost like seeing people personally but not it was virtually it was awesome And so we're doing every month on the first uh thursday of each month at 10 30 central time Right tom would 11 30 eastern 10 30 central. Yep 11 30 eastern time And every month we are going to have a special guest Lis you are the first guest This is the thing you are in january january fifth All right, we're going to be talking about goal setting lis in case you forgot My calendar there i'm sure but there's no presentation for this right. We're just chatting with everybody Right, and we we want people to really get something tangible out of that Our talk so we want people to really have some set some goals Uh for the front for the whole year if possible so And there's a and if i it says register Right click on it. You will register. It's just right. It's for free obviously and then you will get a link to a zoom meeting okay Might want to tell erin to check her website. I'm clicking I'm working Our message erin. Yeah, but it looks awesome and sounds exciting um I was talking to matt and he said he went to the One that you you you did I guess it would have been Last week it was it was it last week? Weeks ago. Yeah, so that was great. It was a very first one. We just rolled it out. Um So that was a kind of talking about the convention and what we get from the convention and why we go to convention stuff like that so But this one from now on everyone every Uh Month it will be we'll have a speaker and we'll we're trying to help people to get Something out of each of those uh talks that we have and if you again It looks like you have a chance of winning a all-access pass to the uh this year's convention in las vegas That's right. That's right. So if you attend every one of those You you are entered into a raffle to yep No, nice Starting in january. It looks like right you have to hit all of them in january through july I believe seven of them. All right. Nice We are at the top of the hour Always goes fast I hope everyone learns something if you guys need something reach out to me if anyone wants advice I'm always here to help Oh Well, I can attest to the fact that You and your people are All about the helping just from From the beginning to the end. Everything is all about helping Of course Thank you, gosha. Thank you For having me. Thank you everyone for listening Thanks, gosha. We're going to be back Next wednesday five o'clock eastern for smart business moves our special christmas edition. How about that? Yeah We're gonna be all christmasy. We'll see you. We'll see you next wednesday. Bye. Bye y'all. Bye