 I feel bad, look at her. Hey, good afternoon, everybody. Tom Stewart here. I'm with Liz Trotter. Our guest today is Sharon Tenberg. It's the smart business moves. Sharon, how are you? I am very good. How are you? It's awesome seeing you today. Thank you for joining us. Hey, thanks for asking me. It's really good. Hey, we're so excited to have you. So we haven't seen you over here in a long time. How long has it been since Sharon was on? Do you know, Tom? It's been a minute. It's got to be a year at least. I'd say a year. Yeah, seems like a long time. Well, I guess it is. We've done probably 50 of these since then. Since last time. Yeah, we've stepped back to once a week now. Collie Day, we've been doing this for about three years now. Yeah. Probably right on the button three years. Oh, March 8th. Yeah, probably really like that. Happy anniversary. Yeah, really. We were crazy. Sharon, we used to do this every day. I remember that. I remember that. For over a year, right, Tom? That was crazy, wasn't it? Then we backed off to four days a week. We took Fridays off. I forgot about that. Yeah, Fridays off. And then you went to three. Didn't you go Monday, Wednesday, Friday for a while, too? Yeah, we went to three. And then we went to one. Yeah. But I saw you won an award for being successful. Congratulations. Oh, by who? Where are we? I got an email on it that you'd hit like 500. No, it was something different than that. But what a great job you guys had done. That was probably the podcast downloads or podcast. Yeah, exactly. It was very nice. It was very nice. Oh, Paul's in the house, too. Hey, Paul. You know Paul's only here because you're here, Sharon. Yeah. Oh, Paul, free? Yeah. Hey, Paul. Yeah. This is really funny. I was talking to a cleaning business owner just this week, actually. And he's a fan of smart business moves. And he saw Paul. And he said, do you realize how much space 5,000 Frisbees take up? No. It was so funny. And I sent it to Paul. And Paul was like laughing and says, yeah, I'm painfully aware of how much space 5,000 Frisbees take up. Yeah, I am not. But it doesn't seem like it would be that much. This guy ordered like a container full of Frisbees based on Paul's experience. Yeah. Yeah. I wonder if he had as good of luck. Paul, we need to get you back up. You know what? We should have had Paul and Sharon on together. What the heck? Man, I could make popcorn and set back a watch. Yeah, easy. Hey, Whitney. Hey, Deni. Good to see you all. Is it a holiday or anything? I feel like it's some kind of weird holiday. Oh, no, St. Patrick's Day next week. Yeah, we'll miss it, though. Yeah. St. Patrick's Day weird? I mean, there's some people that would argue that it's one of the better holidays of the year. Weird, weird in the way that it's not just an average day. Yeah. Although I have been having days from heck and everybody keeps telling me it's because of the full moon, I have not had as much technology or as many technology problems as I've had in the last three days, I think in the last three years. And you know, Tom, that is saying something. That's a pretty high bar. How did you get on the internet for you? Liz and I were chatting just a little while ago that she was having internet problems. So I unplugged everything. I unplugged my computer, my thing that's in the other room. My thing that connects our house to my mother-in-law's house. I disconnected everything. I closed. I always have all those windows open. I closed all of my windows. And then I let everything stay off for 30 minutes. Do you think open windows slows down the internet? Tom? I don't know, OK? All I know is I was having a lot of problems and I'm on here now. If the internet's working, we can keep the windows closed. That's right. I don't want it to get out. I did close the window stop. Don't worry. That bandwidth will go out the window. Whatever. I don't know how it works. That could be true. I feel like you're telling me I need to get some what's it called, headlight fluid or something. I feel like you need to put the winter air in your tires. Yeah, OK. Whatever. So go away. Sharon, talk to me. So let's get rid of Tom. Sharon, what do you got coming out right now? I know everybody's really excited. I know my office is doing something cool. What is my office doing right now? I'm testing the new training kit. They are testing the new training kit. Yes. What is it? Tell us about it. So I redid my training kit and I licensed. ISSA and ARCSI has licensed, so we've partnered. So I was on an MLS system, which is great because you'll be able to see who's using it and what stage they're at as they're going through the courses. Wait, what's MLS? When I hear MLS, I think real estate. Oh, I'm sorry. You're right. LMS, learning management system. And some are retired, so I'm more on the LMS than I am on the LMS. It's Versa. Oh, this is ridiculous. But yes, I do that with time. I should just say learning management system. All right. That is a very much an advantage over what I had. It's much better than it was. For those of you who thought it was antiquated, because I'm antiquated, you have to know that I went to Hollywood in fall and I took tutoring lessons from expert editors. And I can edit like you wouldn't believe. I could put your face on Tom's and Tom's voice and I could put somebody else's arms. I can do this. So I cried for three days. I did nothing to do. Don't do that to me. I did nothing to you. Yeah, we just started. Do that. Let's see where we are at the end of the hour. I love so much. I'm going to do this. That would be so fun. So I took everything old out of it. I literally just took it if it was wrong. And there are some pieces that I just couldn't fix. So I got Carrie who did the original video over to my house. She's a little bit older and a few pounds, but same basic person. And we shot like we never did do a kitchen floor. We did floors as a module. It really doesn't make sense. You need to do it at the end of the bathroom, at the end of the dusting, at the end of the kitchen. I got you. I actually had her mop my kitchen floor. So it's not the same floor. It's an older Carrie, but by God, it's in there now. So everything flows and makes sense. If it was the old flip phone, the old flip phone is gone. Carrie went ahead and held the phone because it's all overwritten. So if there were parts I wanted to add that I didn't have the verbiage for, I just put a rodent in on the screen and I set in music. So you still got the music. You still got the point. But there were things we just missed. As I go backwards and cut these things on, I should ask for my money back from the first time around because they made a lot of mistakes. Oh, wow. You guys probably never found them, but I of course found them when I, you know. Of course, we always are our own worst critics, right? So Paul just got back from RJs. Yeah. I feel like Sharon is like Cher, right? Always retiring, but never retired. Yeah, actually, I am like, other than my involvement with this licensing, I'm done. I gave my aprons to Kyle Warner. No, I am absolutely done. I am building a sunroom. I am now making startup retirement mistakes. Oh, okay. What do you like? Well, tell me what that, you know, I'm going to take notes. What I'm going to do is unbelievable. I did this stupid thing in here when we could do last week. So I'm putting a swim spa into my sunroom I'm building. So this cream that came out and had a set up was unbelievable. It was 19 feet by five and a half feet. So now, and I have a sunroom that's all windows so you can see over my 42 acres, right? Yeah. So I put this thing in. I go to bed, I look out the bedroom window and I can't see anything, but this five and a half foot sun spa, this one spa. It's five and a half feet tall. So that takes care of your view. I'm like, what the hell was I thinking? And it was done on this lab that cost me a few thousand dollars. So after getting up every hour of all night long and not being able to sleep and looking out the window and going, this is so bad. I called my builder the next morning and said, call the train company and said, come take it back out. And so my builder said, get somebody out here to chop the cement out. So this cement was one week old, this deep. We chopped it all out and dug down three and a half feet. And now they're bringing the sun spa, they cemented it yesterday and Saturday and they bring the sun spa back again. So three campaign trips, one is to the Pudua. Oh my God. Those are things that you don't have any experience and I'm definitely winging it with the builder because this is totally custom made is adding onto my house. So it's a thousand square feet. It's very large. Oh, wow. But yeah. It's like the size of a house. It's a size of a house, right? Yeah, it kind of is actually not a big 12-minute square feet because I'm putting a laundry room in a different, I'm changing a lot of other stuff. So this is what you do when you're retired and honest to God, it's so much fun. I gotta, it is so much better than what you guys are doing by a long shot. Yeah, it doesn't sound fun to me. Yeah, I think I had to think over again. It's just fun to see it created, to create it yourself, to not take something that's boxed and we're creating this all ourselves. So it's just like today I did read something else and you figure out where you want to not put in the sunroof. I mean, it's just fun. You know what I'm thinking? It is right that you are retired right now because you are sounding like a retired person. You're like, I'm having so much fun doing like that. Yeah, exactly, exactly. I realize now that all those years of working were not that much fun. It's not all that hard to retire. I thought it would be. It's really how we now answer those few people who want to ask me questions about the training program. I'm like, really? I got stuff to do. I'm doing this one. I'm gonna go for a swim in my pool. Oh my gosh, that's so funny. And you know what? I didn't think you would be the kind of person that would retire easily. I thought you would be like. You have to fill up your time with something else. And this is, I mean, once this spa is built and this room is done, who knows how I will feel. But I think I'll be fine. Now you have another house in Lake Geneva. And I'm gonna start doing mini triathlons again. So that was part of the point of getting the swim spine. So I can get the swimming part in because life is no good if you cannot walk. Like last week I went to Hawaii and I mean, we get up at five o'clock in the morning climbed up the top of mountain head and you know, watch the sunrise. I'm telling you, there were 14-year-olds that were panting when they got to the top. And I'm already up there going, okay, well, what's next? But that's because you have to stay active. So I'm gonna stay active. You have always done that. You have always preached that and you've always done exactly as you preached. And I mean, there you go. You got the proof. Well, there were people in Hawaii at our hotel on their little carts because they can't walk. And I was with Sharon's daughter, Lindsay, and she said, what fun are they having? And I said, well, you have to put in the perspective. I mean, they're in Hawaii, they're having a wonderful time. But no, would I rather be walking to the top of the mountain? Absolutely. And did we have more smiles on our face than they did? Yeah. I mean, there's no doubt about it. We were, you know, we're having fun and they're eating an ice cream cone sitting in this chair, you know, which is why they can't walk. So I don't know, that kind of sounds good too, Sharon. But now you can have one when you've walked all the way to the top of this mountain back down. Yes. All right. I'm going to say, keep you, all these owners, find time to keep yourself healthy because all the money in the world does, you know, good. If you can't spend it, if you can't go anywhere and do anything with it, what is life all about, you know? And it goes like that. You know what? So what is our topic today? Because can I dig into that a little bit? What's our topic? Yeah, house cleaning. Back full circle to house cleaning. Rolling this out. And so when we started to... This is how we make it. We clean homes. And people don't like this topic. So you said it's been a year since I've been on the show. I would like to ask you the question. So who has spoken on the top of cleaning, actual cleaning, other than me? I mean, who did you have on to talk about it? I'm stumped. I don't know if I have one, Sharon. We talk about cleaning periodically when we're talking about the PHC program, but like this much, really? Yeah, we're not really getting into, this is how you clean. Yeah, you're the one, Sharon. Talk to us. You own this. You own this. Sharon, you cannot retire. If you retire, nobody will be talking about cleaning. But we're laughing, but I think that's true. Maybe Angela Brown talks a little bit about cleaning. Oh, she does a lot. But she's not in this group. I mean, you guys are right. You need to find somebody who takes that place. But you have to make it important. And that's kind of why I'm bringing up this topic is in a year, you've not made it important. You haven't looked for somebody else. And I'm confused by that because I'm still going to say you guys are right. That's always been my topic. That's always been my push. Teach people how to clean these crazy houses. I'm the one who used to say, you can clean a house perfectly, and everybody argues with me, no, you can't. But we went for perfection. And we had 764. OK, here's our first time to argue. I love it. Here's our thing. So we have one customer that wants her house perfect. She is fine perfect. I'm going to. It's 1,650 square feet. And actually, I don't even think we're cleaning for her anymore. But she paid $375 a week every week for years for her 1,600 square foot home. And so her idea of perfect was that you clean everything. She didn't really understand what the problem was. Like, I want you to clean everything. I'm like, well, why don't you clean this? Yeah, so in that house, the only things that we didn't clean were the walls and the ceilings. So take the clothes off of the rods in the closets and clean the rods. Then clean the hangers and put the clothes back on every week. Take the laundry detergent and take the cap off. Clean the cap, clean it around the cap every week. The downy, same thing, every week. All the shampoo bought, of course. I mean, I feel like in the shower, that's kind of normalish. She's neurotic. She's neurotic. But she was willing to pay to be neurotic, so who cares? I care. Yeah, she wanted to be neurotic. She pays for it. She's a good client. Yeah, who's a good client? We've seen for her for years. And then she had her office cleaned three doors away. And she didn't want it perfect. She only wanted to pay, like, $280 for a week for that. So I didn't have to take things off curtain rods since, I mean, I said what I called curtain rods, no. Closet rods or anything. So this is where I get stuck, OK? When you say perfect, that's who I think of. That's cleaning everything. But I don't understand that. Perfect is defined by you and your client. OK. What perfect is defined by your company if you do not want to bend it at all. So it is in the eyes of the beholder. And you need to make sure that the beholder is your profile sheet that explains what you do. I love that. Then you have to do a perfect cleaning every single time. And if you are, it's because your employees have been not taught a process on what they need to clean every time. And then the proceeds are on how to clean it every time. And what most companies see, it's just procedures. And not even that, really. It's what, here's how you use a process. And process is just gone. I mean. It's what we would call a scope of work. And it's agreed upon scope of work. And if you're meeting the scope of work, you can. It's a perfect clean. I like that. I like that definition. I can get behind that all day long, right? It's what we've agreed on and where the expectation has been set. So that we're all on the same page about that. Absolutely. I love that. I don't know where that falls apart. It falls apart like when I'm in an office, visiting an office, and an owner's on the phone in the car. And he closes that client without ever explaining what you do when you clean. I hear it all the time. And then they hang up and go, God, this stuff is so easy to close. And I'm like, you know what? They have no idea what you do. So they think for what you charge them, you are going to do the windows on the inside now. So I say, even if they just want to buy it like that, which is your dream come true, you better make sure that they've read your profile sheet or you read it to them, or you will once again not have to find what a perfect clean is, and you're going to run into trouble. So there's no such thing as slam dunking the sale. You're going to slam dunk yourself. OK, here we go. We're going to fight again. So I think that there are other ways of doing it. So I think you can have the slam dunk sale, but I agree with you that you have to set that expectation. I just don't think it has to be on the call. Well, if they sign a piece of paper saying they've read it, but I never like to have anybody sign anything because that makes them shy away immediately. I always said, my quality is my confidence. After I have your money, once I have their money, most people don't shy away from signing something after they've given us their money. Well, you could do it that way. But I say you have to make sure every client has heard. And even if they say, oh, I know what you do, then say, well, I've had cleaning companies for 10 years. I know what you guys do. Exactly. Exactly. Absolutely. Absolutely. And this is all done digitally now. I don't know if anybody is physically signing a piece of paper anymore. OK, so I'm going to tell you right now. You send me something that, as long as I profile sheets, there's no way I'm going to read it. I'm just going to assume you guys are going to read it. That's what we're all counting on. Yeah, me too. Yeah, exactly. But now you have an argument on the back end. Because you're going to say, well, you should have read it, and they're going to say, well, like me. Well, I didn't because I thought it clean. I can't believe you don't include that. Or you could do like I do. And you could offer three levels of service. Then when they pick the middle level and they're not happy, you could say, oh, you probably want this higher level of service. Let me upgrade you. You want more stuff then. Pay me more money. So you could do that too. Because now you know what they want. So I have noticed one thing when I'm diving into what you guys are doing is your staffs are so much bigger than my staffs. And I believe it's because I put so much effort in that front end. Before they went out the door, they knew how to clean. They were trained. I never once checked at home, ever, ever, ever, in my five-minute cleans a week. Because that's just a waste of money. I mean, that's right against your bottom line. But why is it that people are running like I'm going to say a third more staff than I ran, and I didn't have Tom's software? I mean, that's why you're so high. Just think about what it could have said like if you had it. Your software is like a whole human being in an office. No, it is. Almost everybody. When I say somebody has 10 employees, if I know they have your software, I say you have 11 employees. So my question is, what in the world are they doing with these extra five employees that I didn't have? And I'm going to say running around reselling what you lost because I had 754 repeat clients and we had less than two complaints a week and 500 clients. So I didn't need people on the back end of the thing. I didn't need people on the back end reselling. I didn't need people on the back end listening to complaints, writing letters, saying forgive me, giving refunds back. I did a lot on the front end. I mean, training, training, training was where it was. You guys know I'm not making that up because I don't think it's a day I came on board. Oh no. When you talk online, overhead is overhead. Your admin people are just nothing that suck at you drive, your profit. And I think you need to figure out how to cut some of that back end when you're key performance indicators and is it all boiling down to poor cleanings? Yeah. So I see both. So I see both sides. You know, in my programs, I have tons of different type, every kind of business owner. And because we're not prescriptive in our circles, we don't say you have to do this, you have to do that, right? I see a lot of different ways that people are running their businesses. But there are a few things that you do kind of have to, you do kind of have to get right. So even if you are going to have a field manager or a multiple field managers out there in the field, you still, you need to get some of the stuff right or your people aren't happy out there out in the field, getting all their work checked all the time. So that is a problem. And then there is, there's another little tiny piece that I don't feel like, well, no, I'm not gonna talk about that because I know Sharon, you're gonna bring it up in a minute here and I'm gonna let you bring it up. And then I'm gonna say, no. You guys can fight about it. So I'm still going for that fight. Do we have, we got 30 minutes left Tom, don't give up yet. Okay, so I'm gonna say this, you brought something that stimulated the thing about this, oh, people are tired of being checked. Lots of people, so I think one reason why people haven't been training right is because they didn't have the, it had their fingertips to train right. And I'm gonna say in our company, we repeated and repeated and repeated and repeated when they could have sat down and watched it if I would have just taken the time to document it once, right? But I've been working on this training program for probably 20,000 hours since 15 years ago. I mean, I put so on. And then I visited 60 offices who beat me up because this was wrong and this was wrong. So I mean, it's, you know, I'm like that no one are retired. So there's something out there now. I mean, we have a process video, they start watching a process which is all about circles. You start with number one in like there's, how many steps there are? There's nine steps in the bathroom. You start by taking the stuff out, you know, I mean, you'll have to go through the nine steps but very, very defined. And for people like you Liz, where you don't do long dusting in all the homes, step two is long dusting in the bathroom. You could actually send them out within their work orders saying in this house don't do step two in the bathroom. Yeah, I love that. Then don't do this or don't, cause step three is pre-treating, step four is scrubbing. So you have all these steps that you can either say yes or no to. I love that. Right down to the last step being wrap up which is check to make sure you didn't leave anything behind. So those are very rapid steps. Then the procedure manual now, whatever the procedure video, I have totally revamped to match the steps. Okay. Oh, that's good. So now you have step one, carry perform step one. Now you have step two, carry perform step two. So you're enforcing these steps. And I said before, I really think each one of these is 50% of value because if you track the reasons for your cancels and complaints which you doggone well should, so you can trend it like, oh, everybody is missing this or only one person is missing this. That was part of my Malcolm Baldwin award thing. If you track that, you will find that 50% of your complaints are things that people missed completely. Not that they cleaned poorly, they missed them completely. That is not procedure that is process. All right, well, that, I kind of like that if that's what you're seeing, that they see for years that they're missing it completely versus doing a poor job. All right, I hadn't heard that before. So that's- So when I look at faceplates, which is oftentimes missed, light switches, they aren't kind of dirty. They've never been clean. Either they're spotless or they are filthy. There is no in between because either they saw them and did a good job or they didn't see them at all because they started at the first big item in the room instead of at the door. You start with the door, the next thing is the faceplate and you start with the door, not at it. If you say at it, they'll start with the faceplate. You start with the door, you clean the door, that's the second most dirty thing in the house because again, they go to the first big item in the room and start cleaning. They don't see any of that stuff. So that's a process that is not procedure. Procedure is they left it kind of dirty because they don't use their toothbrush. I mean, their little enemy tile brush to get in where that dirt is in that light switch. Or they dry dusted it. Yeah, it should be wiped every time. Do I have to throw my toothbrush out every time the cleaning came? Actually, I have a favorite tile brush though. And actually, I think it's on Debbie said, or you can also go to Amazon, but it's a long mirror one. So it's about maybe this long, but it has harder bristles. A toothbrush will not work too clean and it's way too soft. Way too soft. So not use a toothbrush if you can. It just won't give in those grooves of the light switches that you've never cleaned. So they're so filthy. You literally have mud rolling down the walls. I mean, I'm telling you. When I met Tom's house, the first thing I looked for is he cleaning those light switches? Nah, he's using toothbrush. That's awesome. Okay, so Sharon, I wanted to talk about something that you talked about a minute ago. I mean, we're talking about how businesses nowadays have so much overhead in their office, right? They have all this indirect labor and it's directly eating into profit. And this conversation comes up kind of often in my areas that I work in. And there are sort of two schools of thought. One school of thought is I am putting all of my money into my office because then I can grow so much faster. They can sell. They can put the time into the training. They can put the time into, our books are done well. We can create really good soft systems and processes, procedures, both. And so they're like, that's an investment. I'm putting all this money in there. And then I hear other people on the other side that are saying, no, I'm running lean, right? I got, I'm running 1.5 million and I've got me and half a person, an admin assistant helping because systems are running my entire operation. I don't need any people in here. So I'm kind of like on both sides. I'm like, yeah, that's good. I like that. You got everything is automated. Ben Ferris, he's known for this. He's like, he's got a great little program that he, I'm saying a great little program. I shouldn't say that. I didn't mean diminutive in any way. It's a great program that he has created. And he has systems that run a lot of his stuff. So he just doesn't need people. I love it. I think it's amazing. On the flip side, we've got Sarah and Aims Iol. What's your last name? Thompson? This is Sarah Thompson. I hope I'm not, I don't want to get that wrong. Sarah Thompson, and she's a huge believer in no way. Huge office, right? So six, seven, however many people it takes so that you can have those people just growing your business like clockwork, they're just doing all of the work. They're able to move faster. I don't know, what are your thoughts there? I see both of these things working. Well, I was gonna question, what are these people doing at Sarah's office that they're not doing at Ben's office? And I would have to again look at like what are they doing and what is the back end turnover? Like is Sarah running more one times and Ben's running more repeats because one times take a lot more time even though they can make you more profit, they take a lot more input to make them operate. Yeah. What is their turnover? Are they having to resell things or is it automatically selling itself? I mean, the Sarah had need more sales reps because again, her back end is, I mean, it's coming in the front door and going out the back door, you know? So is- I think they both run really strong businesses and their KPIs look really good as far as what- But KPIs don't talk about, I mean, your KPIs really don't talk about cleaning, cleaning how many complaints you get, do they? Yeah, they do. Yeah, one of, so we have a list of just basic KPIs then we have a list of core KPIs and one of those is a quality measure and also- The core is, okay. And also, yeah, the core KPIs. And how do they measure that? By scorecard responses and the rating and who's getting what, you know, it's sent to Main Central. Most, almost everybody that I work with uses Main Central. Not everybody, we got some job for people and a couple of other people but almost everybody uses Main Central. And it takes the percentage of, so I was talking to a client once who was talking about how great her scores were as far as hardly having any ones, okay? Yeah. But it sounded good when you say like five but now when you multiply this out over how many had responded and all the other ones also responded and you received that many fives, you are indeed running like 15% of people who are not happy with your cleaning service. Yeah. That person said they had never thought about it like that but at the time does your system compare it to like if everybody resubmitted this is where you were at are you just saying, oh, you did good because you went from five negatives down to one negative but where do you stand if you multiply that out? You see what I'm saying? Well, one of the metrics is we measure responses to how many scorecards you come back and we've got tools to prompt customers who haven't responded to kind of incent them, encourage them. So, getting a high level of responses is certainly a part of the process. And we do tell everyone that if your response rate is below 55%, it's not reliable. You can't rely on it. One dimension of the staffing I'll just throw out. It's part of it, I guess it's just philosophy of, what are you looking for as an owner of a business? Some people I think over staff, just to have some cushion if somebody's out sick or finds another career opportunity, they've got enough depth to keep the momentum without the owner having to engage in things that they don't want to engage in. See, I think that's a good idea in the field. I'm gonna say, I thought I was- Why not in the office, Sharon? Why not in the office? Pardon me? Why not in the office? Why don't you think it's a good idea in the office? Well, because I felt I was over staffed and I was, oh my God, when I compare other people now that they have the same volume, I'm like, oh God, there was no way. I'm running like six to 10. But I ran around all over the places and the owner, I was active in the community. I was doing chamber stuff. I was never in that office. I mean, I was, but that's another thing I'm thinking is indeed I was doing chamber things. I was our marketing department. And I don't think owners do that very much anymore. They use- Don't do marketing. But it is truly, if you want clients that stick, you run, you do the chambers, you do the women's organizations. We maybe don't know them, but people know them who know you and that's how you get big without spending all the money. And they give you a second chance. If people know you through something, you can ask them once. If they came from the internet, you better do it right the first time. Yeah. But I just think, I know staffs are bigger today than they were in my day. And I know a company that's decided to put their efforts at the front end and stop checking all the back end people to try and diminish their staff. So they said, we're gonna try your way and see if we can fix it in the front end rather than coming in the back end. Because it's a miserable way to do business when you're constantly returning those clients who are bitching at you. If they would just go away without telling you why they're going away, it would be a lot nicer. I mean, just quietly go away. I mean, it's tough. It is tough to listen to that day after day. Yeah, I agree. Sharon, I feel like maybe I've grown up or something because why are we agreeing so much? I am, I am disappointed. Oh, come on, Sharon. Yeah, go from now on. You're just gonna bring it. You're not even trying. Let me try another one. Onboarding. We got this saying about onboarding. Okay. I think that a good thing about this training program is this. When nobody gets a better feeling than when you send them home and they learn it and they come back in and you test them and they get an A. I mean, they did it on their own. They get this feeling of self-pride. You just don't pre-tap them, okay? It's impossible to do that with cleaning unless you have a process and a procedure that they can read. And when they're done reading it, they can get an A because you've given them everything they need to get that A. Yes. And the problem with most of our stuff is it's so incomplete that they could never, they're not giving the information to get that A. Then they do all this and now you go out in the field and you don't talk to them. You let them just, okay, what's step one? I mean, we actually do let them do a little cheat sheet where they write down step one, step two, step three, step four. So when they're done with step one, if they can't remember, they go in their apron, pull out and go, oh, that's step two. And then they start step two. So when they do this, you have not told them anything other than what did you miss? I mean, that's all you say. So that they have to go figure out what they missed because if you show them, you've got to show them every time. They got to figure them out what they missed. When they're done with it, if they've only missed one or two things, you know you have a star in your hands and you go, wow. And they get that, wow. If you stand there and show them how to do absolutely everything, they don't get that wow. They don't get that self fulfillment, that feeling of, hey, I'm really good. I did this on my own and I got a wow. So I think that having this online training allows you to have that opportunity. And when a much better start to the day, then they haven't had enough time. You show them once and now you're, you can't remember that. You can't remember that. Well, they don't stop once. Oh my God. They watch the process. They do that. They don't do that. One of the quiz, they got it. Yes. So that's one of the advantages of this whole thing. I think they started on a much higher note than when you're preaching at them all day long and then yelling at them. So yelling is bad. Yelling is bad. Yelling is bad. And you know, how sad is every other way? Here are things that we could all agree on. We have to repeat it though, because not everybody recognizes that just FYI, y'all, yelling is bad. No yelling. And you need three out of boys for every all shit. I mean, that has been a term for ever and ever and ever. And when you are training, you have a lot of all shits. So it's very hard to find that many out of boys. I mean, when they, when they swipe once, I'm like, good job. You know, because you've got to figure out two out of boys for every all shit. And that's really hard to do. But I had trainees tell me Okay. We're arguing now. We got to argue. That is old school thinking. Because back in the day, it only took three. Nowadays, it takes closer to eight. Our people nowadays are so needy. You mean eight out of boys for every all shit? You couldn't find that when you were training. It would be impossible. You got to like find something. You have to make, you have to make the album that bad boy is out. You got to find it out. The way you moved your elbow was exactly perfect. You know, these people today are way. Well, I know they're very needy. Yeah. I don't like going out and field training anymore because they're driving. It's true. One of them actually told me in the last office that I had a power problem. I could not believe an employee would look at me and say, wow, you have a power problem. Because you wanted them to do follow the. Yeah. But I showed her, I packed up my marbles and went home. I can't do that. And I said, yeah, I can. The owner's going to be really happy that I'm not wasting my time here. And the owner was really happy I wasn't wasting my time there. No, it's like, they're not going to listen. I can't train. I'm out of here. Not to admit to you. I wouldn't have done that before. But I was so close to retirement. When you're retirement, you can look at things differently. Totally, totally, totally, yes. Oh, you know, we're, can we take a look at the website and for the program that we're talking about, you know, I'm, I'm, I'm interested if I want to train my people. How, how do I do this? And Tom, we have been harping on the idea of training for literally for three years. Yeah. I know you guys harping on it, but you never discuss how to actually do it. And there are ways to actually do it. Do a little bit. Just not as well as you. Oh well. No, that's the truth. You know me, I'm going to tell like it is, right? So there is a way to train. There's absolutely a way to train. And number one, train. I mean, I, I was thinking today about, I trained a guy in Montana, who was about 26 years old. And so I kind of felt like I was intimidating because all you do is watch him, right? I mean, there's, it's quiet. So I looked at him and I said, I'm sorry, are you like nervous or is this weird me training like this? No, are you kidding me? I am so impressed. He said, this is my seventh job since I was 18. And this is the first time I have ever been trained. Isn't that a statement? Really? It is. That's a statement. It really is. And we wonder why people don't want to stick at jobs. Yeah. Uh-huh. Exactly. They don't know what they're doing and then they yell that because they did it wrong. Not doing a good job, man. You have to do good training, good solid training. But that starts with the cleaning. And I'm telling you, I don't know very many companies that have good solid training programs. Like you could have, you could send this home with them and this is online. They can read it. And again, you can take them out in the field and you can say at the end of that bathroom, wow! Good job. And you maybe have boards. I just shared, I just shared a link here in chat. This is off the rxc.org website rxc.org slash H-C-P-P. And I guess that stands for house cleaning process and procedure. Very good. Okay. So what do I do when I get to this page, Sharon? You go to the bottom and you can, if you buy it now, it's actually, if you're a member, it's 199 dollars. This is really too cheap. It's 199 dollars per year and 99 dollars after that. And what do I get? What do I get for 199 dollars? You get three courses and four. What? This is so crazy. Sharon, how much was training like five years ago? If you wanted to buy a training program like this, you're looking at thousands. It wasn't there. There's never been an online training. Oh, that's true. I'm gonna sell it. This is like all you can eat. This is like all you can eat type training. If I want to train 100 people. I have people, it's 199 bucks if you're a member, if you're not a member, it's for, now that's only for Spanish. If you want Spanish and English, it goes all the way up to 349. And non-members are 449 for Spanish or English and 649 for both. And then, how is anybody not having this? Oh, well, because they already have their own programs. But I think they need to take a look at their own programs because they probably don't have process. So they could use just the process part and then go into their own manuals if they want to. But you have to have process before you can have procedure because they need to know what to clean when. Yes. Okay. I also have one quick question. Tom wants to talk really bad. Sorry, Tom. No, that's okay. Fine. I'll just save it for next week. Thank you. I'll call Sharon up later and we'll talk. Yes. Last thing and I'll shut up for a minute. I just want to know, when you first came out with your core videos, I loved that very first video. Yeah, the welcome video is part of this. Oh, I have split that up. So it's not only in Spanish and English, but I got it for solos and teams. Nice. So if your company doesn't do teams, you run the solo one. All of that is kind of in the program. So like, if I sign up for this and if I just do solos, can I kind of structure this where I'm only given the solo? How do I? So you will give them the solo welcome video and then everything else is solos. I don't have teams. Okay. If you teach a person how to clean the bathroom, you don't teach two people how to clean the bathroom. Right. Okay. So if you have teams, you still use that same training. You use the same training is how you work the teams together, which could be another whole lesson on how the teams work together effectively. Does each technician, get their own like login and password to take her? Absolutely. So this is the learning management system you were talking about the LMS. And there will be a certificate in the end for bathrooms, kitchens and dusting. How long does it take to complete all this? I'm going to say at least two hours for ironically for non-experienced, experienced three hours. They take longer. Why is that? I think they're analyzing it. They're thinking about it more. The other person's thinking about it. No, no, that's not the way you do it. Yeah, they're arguing in their head. They're realizing it. You're like Liz. Yeah. Testing everything. Yes. Yeah. So like a new person who's not really going to try to fight the system, but just kind of go along with it and learn, they can do it in two hours. Yes. Yes. And that's including the process training procedure training, the manual, the quiz, the whole bed. Yes. For each area though, Tom, all three areas would take six hours. And I get a certificate at the end? Yes. Yes. You heard that though, right Tom? All three areas take how long? Six hours. Oh, so it's two times each area. So it's two times three or six. But see, in my opinion, you are making a huge mistake if you train them more than one area. They do this area, you go out and watch them. If they're fine after the first bathroom, go back to the office, go get something done and let them spend the whole day in bathrooms. And then the next day, do the kitchens so that they aren't cross-training in their minds. It's way too difficult. They are very different. Each area is very different. That's too much information. Too much. Exactly. One thing that we hear about training when it comes to the actual mechanics and workflow of cleaning is, well, you know, I don't use that product. I don't use that type of vacuum cleaner. You know, I don't... I don't use bleach, you know, all of these things. So how do you address that in this program? Okay, so, and that is a negative from the program I had running on the website because you could actually edit my program. You cannot edit in a learning management system. So what we have is a PDF. You download the PDF, which by the way, I'm glad you brought this up because I got to get it over to Aaron. But there'll be a PDF you will download. When you first start this, each one of the areas, it says you need the proper cleaning supplies to clean this area. And it goes through, you need comets. However, I have put over the comet any liquid cleanser will work. So I've taken over the comet, I have printed or a liquid cleanser. So both of them are there, okay? So I've made everything flexible. What we're going to do is give you a PDF that's going to say disinfectant cleaner. You're going to put the name of your product next to it. And it's going to plug it in. If I were you, I would plug in the picture of your disinfectant cleaner. Nice. So as soon as you hire... This is on the PDF. On the PDF. You print out. So as soon as you hire the new employee, you give them the PDF for the area that they're going to learn. So as soon as they start watching it, they're looking at your piece of paper and they see what my bottle looks like but they're going to see what your bottle looks like. So they're going to know immediately what to grab when they get to it. Yeah. And that takes care of editing. And the reason I wasn't, the reason I licensed with them is because, I mean, you guys were vicious about this editing thing. So I'm going to tell you, I spent thousands of dollars to make sure y'all can edit this. When I had actually 72 users in New York I ended up before I licensed it. I went through and four of y'all edited it. The rest of them did not. I spent all that time and all that money for four out of 72 people to edit. And I'm like, done, not go in there again because we don't do it anyway. Ah! People want what they want even if they don't use it. People want what they want. People want what they want. I know, I want to kill them. Because these very people, I mean, they use the system. Believe me, they're using it. They just don't do it anymore. I don't think it's all the important. It's a process and a procedure. And you tell them what product to use, but a procedure is still a procedure. Yeah. I mean, you're still either hard wiping it or you're using something like if it's, you got to go rinse it in the sink, you're using some kind of a pad to clean it. Maybe it's not a steel wool, but whatever you're going to use, you just put on that PDF file, but the procedure is still, you walk it to the sink and you clean it because it's too dirty to do it on the stove. You know, so I mean, things are black and white in the way in our industry. I know it's hard to get owners to all agree on anything, but process is process. I can't think of a better way to clean a house than the way Jeff Campbell started it. And we've just nurtured it ever since and improved it. Is a lot of this video that we're watching as it's being delivered. I see a graphic here that you have a, you had an interactive software program. Is that part of this or is this just video? Oh no, this is video. And then no, it is not interactive except for the quiz. The quiz is interactive, you can get to the format. No, if you're thinking of that game I spent $50,000 on, I spent $50,000 on a game. Do you want to buy it? Ah! It's for sale. I bet you can get a really good price on that. Really good deal. Okay, this is kind of like your- No, that was when I had the cleaner and it was Axie, what are they called? The people who walk around on- Yeah, I remember that. And she was hot and it was great. I'll tell you what happened to that. And even Matt Rickens said it was probably before my time. People are still at that entry level are not comfortable enough with computers that they were more concerned about how to use the mouse and how to make this all work. I still think we're about seven years away, maybe 10 years away from people having been born with a computer and to put a stick in their hand and have them play this game is no problem. Yeah. And the next phase of that is virtual reality where they've got the- Right, right. And I was close to that because I had, you know, my little, what are they called? Yeah, so I mean, I had the game and she was, God, she was a cute little player. I mean, I had all that, but it just, it didn't work because people were just intimidated by this computer. And I'm like- I totally agree. You're right, that- And they're nervous enough as it is. They're, you know, they're intimidated. They wouldn't be cleaners. I mean, you know, it isn't like they're ready to speak in front of 10,000 people. They might get there. They very well might give that, but they're not there yet. Well, while we're here with the last few minutes we have left, Sharon, you're going to be speaking in St. Louis at the end of April, aren't you? Yes, I'm going to do a Saturday event. So you all are touring on Friday at Matt's office. Is this part of your retirement gig? Yeah, they talk to me. You're working out a lot for somebody that's retired. So, but I'm going to play in St. Louis before my Saturday gig. I'm definitely having a fun. I love my clients in St. Louis. So I'm going to play with my clients there and then go to, and I said, absolutely no business when we go out. But Saturday, yes. I'm going to do my old like I used to do in the old come to the ranch days. And I'm going to do six hours of how you actually train cleaning. Awesome. So I've got the web, I've got the website up, the page to register for the regional event and. But Erin just posted that would probably be helpful. I think she did just posted. Archie.org training day. Yeah, and it's on there, I think. Yeah, good job, Erin. Thank you, Erin. Hi, I'll probably get scolded about how I did on this show now. Thanks a lot, Erin, totally not prepared. But no, if you are an owner and you're confused by cleaning and how to train. And I do think there's a method, like I said, when you go out to that house after they've watched this, you do not want to say, okay, now grab yourself and do that. You shut up, put duct tape over your mouth. If you have to let these people make these mistakes and make sure they made a mistake before you tell them what to do because they probably know you just can't keep your mouth shut. You have to be with them all the time. So you've got to emancipate them and let them walk across the street without holding their hand. They have to have some autonomy, right? You've been taking my classes, Sharon. I'm like, why are you speaking all my language over there? What happened in there? Yes, I do have to say really quickly. I work with a lot of businesses, a lot of especially smaller businesses that they're struggling. They're trying to create a training program. They're working so hard. It's taking so much time. They're investigating and they're researching. Stop, y'all, stop. Don't spend any more time. Instead, invest this tiny little bit of money and move forward. Stop wasting time. Go about finding homes to clean and people to clean them and build your business. Yeah, but you have to be smart in this business. You can't be spending your time doing things that are, why are you recreating a beautiful wheel? Your wheel's gonna be so much better. I've said it forever. It doesn't really matter. Your training program is not the be all end all because you are saying, do this, how pretty yours is, whatever, get an excellent system and follow it. That's what you need, an excellent system that you can follow. Sharon's created it. Nobody's gonna do it better than Sharon. She has been doing this for literally decades. She owns this topic and this is why she's retired, but she really isn't because we aren't gonna let her because if she does, nobody's gonna be teaching us. But it's just crazy. If you're not buying this at this amount of money, that's, I don't even know what you're thinking. I hope you're not one of my vehicles. That's all I'm saying. Just to kind of tie all this together, St. Louis, a lot of stuff is gonna be happening at the end of April. On Thursday, the 27th, I guess, yeah. Yeah, we're having a May Central Discovery Day over at Matt's office and I dropped the link to that in chat and this is free. There's a $100 deposit, but you get that back if you show up and then you get some other goodies too. So actually you walk away with more than that, but that's just kind of. I love that, that's a great idea. Yeah, I thought so too. We don't wanna take the space up and planning and you being there if you're not there. So if you don't come, we keep your $100, but if you sign up, you get your money back when you're there. That's awesome. Wagg World, we live in. We have Sharon's event, which is... Saturday. Well, wait a minute. Well, Friday, we're actually having the Archsea meet and greet event and that's gonna be at Matt's office. And touring. Touring two offices. Touring two offices, yes, yes, yes. And who's the other office? Let's give a little plug there. Let's get a little plug there. I don't remember who it is. Green Angel Cleaning. I can't remember, y'all. And Saturday is Sharon's event. So Thursday, Friday, Saturday. Bucket and come on out to St. Louis. We'll have fun. And I'm sure there'll be dinners each night. Oh yeah. We eat a lot. We eat too much. And that's such valuable time. Is this available now, Sharon, if we can sign up and we can? We already have some people signed up for it, so yes. Okay. We're at the top of the hour. Sharon, as always, thanks so much. Oh, you're welcome to respond. Yeah, great to have you here, Sharon. I'm sorry, we couldn't fight a little bit more. I'm so sorry to disappoint you. I suppose I won't be asked back. I'll work on things to piss off Liz. Yeah. Sharon, I'll see you in St. Louis, okay? Oh, perfect, perfect. Bye, Liz. See you guys next time. Bye. Bye.