 Hi, good afternoon everybody time steward here a smart business moves. I'm with Liz. Hey Liz. How are you? And we've got a really awesome special guest a friend of ours for a long long time mr. Bill Gelderman. Hey, Bill How are you? I'm just great time. How are you guys doing? awesome awesome Bill is a principal of the company called the steering group and they help Small businesses and some businesses not so small hard your business as well with Personnel assessments. So when you're hiring people and you're trying to figure out who's gonna be a good fit in your company He's got a program called Orion that helps you. He'll tell you all the details which really helpful really awesome and If you want to have a great workforce, you need to start off by hiring great people and Bill's got some tools That'll help us do that and he's gonna tell us Some some tricks and tips that's gonna help us do a better job of hiring and getting the right people in our organization Liz is there anything going on in your world today that we want to talk about I Feel like I have been just running from thing to thing today But luckily I have not been putting out fires just busy working. So I can't think of anything Big that's going on today for me Tom. How about how about for you anything over there? You do kind of have some kind of something don't you? Does he look at the keepers? Oh, should we talk about that? I had a castle keepers experience today they cleaned my house I Have to admit that when I get that email that says please rate us. I automatically delete it. So I apologize I know I'm looking I'm sorry I hate those things I don't do them for anybody it's I'm not picking on you. I don't do them for anybody You give you you give everybody the same treatment, right? Exactly. I'm consistent Well, you've been around a long time so and I'm still here we Had a business transaction in Atlanta today a good friend of mine I've known for a long time Richard Wilson has has been a CEO of a house cleaning business called drinking maids and in Atlanta and They've been in business for I think 34 years. They've been in at it for a long long time and Richard got to the point where he decided it was time for him to Move on to things other than than just cleaning home. So we worked on an arrangement and castle keepers Basically bought that business and we closed on that today we have a whole lot of new customers and New everything that we need to figure out what to do with so Yeah, that that was an exciting piece of news that kept us busy today or just got to start a busy I'm we're gonna be busy for a long time, but That's that's that's big news in our world today Yeah Hey, come on we're gonna try so we had talked you and I had talked yesterday about Maybe updating everybody maybe at the end of the of the Facebook live or the beginning We I don't know that we talked about when About where the numbers are because the numbers are kind of going up again Just so that we can be a little bit more prepared last time when everything happened We're all like, you know chasing our tails But we kind of wanted to make some smarter business moves this time and be paying attention what's going on So we can be prepared. Yeah, we we can definitely do that We probably need to do it sooner rather than later We're thinking that Tuesday definitely we would do a deeper dive on that But if we want to chat about that a little bit, I can pull some stuff together and tomorrow we can get into that Sounds good because another going out, but I don't have You know different parts of the country different things going on and Where I am and Bill where you are it's it's Not getting any better is it Now ours is really slow and so we put out a special and I was trying to figure out how to do it to Have it reach the most people at the right time Because my motive was we wanted to give people who were using the Orion a discount But not just for the sake of giving them a discount But to help them as they're starting to have to reopen and and bring their workforce back to strength That they wouldn't forego Best practices just to save a few bucks and money's tight So by giving them a week would ended up giving them a choice and they could pick June for 30 You know for four weeks of June four weeks of July or four weeks of August and We would give them five dollars off of every report They ran during whichever period they selected that they thought would be the most beneficial for them So if they knew they weren't going to start hiring until August They picked August right in fact we sent out a reminder I think yesterday And we had a whole bunch of responses come back people picking either July or August is when they they wanted to use that discount Well, we should probably come circle around at the end here and remind everybody about this and and send them over to your website After we explain what Orion is for some of the people that might not know Because I know a lot of people don't even know right do you Well you talk about disc a lot and that's my foundation That's what started the steering group but at a conference in Phoenix in 1996, you know, this sounds like yeah, it all started a little radio station And I was the sportscaster on the weekends, but the Orion made a presentation at this TTI disc conference and I thought well, that's really cool because I got disc that I'm using for Manager level and up But I if those same companies have other people that they're looking at for different reasons and this would be a good fit So to make a long story short, I signed on as a distributor for Orion back in 96 And I was having a meeting where with one of the largest made franchise Organizations that happens to be headquartered in Atlanta. So you probably know who I'm talking about and They had done disc reports on the entire management team So we were having an all-day meeting in their corporate headquarters going over the results and talking about these different reports and one of the vice presidents and I during a break went out and We're having a cup of coffee and he said gee, you know, it's too bad We don't have something like this for our franchisees to use on the maids And I went oh wait a second So I reached into my little bag of tricks and I showed him the Orion and he was gone. Oh my god. This is amazing So they started touting this throughout their franchises One of their franchisees in New York belong to the fledgling ARCP The predecessor of ARCSI and so This gal in New York who was a franchisee Wrote an article that went into the ARCP monthly magazine right Yeah, and in the article just as she just made a very brief reference about how this Orion report was Making her life so much better and making her hiring experiences so much, you know improved it so much and reduced her turnover and blah blah blah and Suddenly I'm getting calls from all over the country Right because it wasn't just that franchise now that opened it up to the world through the ARCP Connection so then I started going to Perry Phillips at the time was over in Mississippi, I think Then he moved the offices for ARCP to Atlanta Good good call, right? So suddenly I'm doing ARCP meetings and writing articles for the ARCP magazine and then of course it evolved to ARCSI and ISSA and so on But the point is we go back a long way With aid services and the one of the funny things that's happened I got referrals from aid services to other types of businesses and They would be at a networking thing and you know made service owners talking to a pet sitting company They're Commiserating about their Hiring problems So the maid service owner says to the pet service owner You really should call Bill Gelderman at the steering group and talk to him about the Orion Let me give you his name and number So we would get hookups like that. Well now we have almost as many pets sitting companies Pet service companies around the country as we do maid services We've got one pet service that has over a hundred and fifty dog walkers They've got about ten people in the office and it's a multi-million dollar business walking dogs There's seven thousand Where is it Bill? It's on the east coast York and the higher It's above Charleston and below New York Yeah, and we've got others in Chicago, we've got a couple of really big ones in Chicago We've got a couple big ones here in Atlanta So they've all they've pretty much caught up volume wise with the residential cleaning industry for us and That really surprised me. We do you know aside from residential cleaning pet services We also do home health agencies Because It's all about home services you're sending employees into other people's homes and you have you have a If not a legal responsibility certainly a moral responsibility to do the best you can To ensure that you're not sending drug addicts and thieves into those people's homes, right and In the past and I say the past, you know, if you look back 15 20 years Most all hiring decisions were made very Subjectively, you know, the person walks in and they look good and they answered your questions the way you thought they should and you go Oh, yeah, no problem. You hire them and then somewhere between six days and six months later You look at that person and you go who on earth or you you are not the person I hired right and they they just have turned on you and one of the common experiences that I Had personally and I hear about from owners all the time You hire somebody and you think oh, this is gonna be my rock star and They just turn into the biggest nightmare you could have On the other hand though, you hire people that you think are just gonna be kind of seat fillers You're not really excited about the hire, but you think well, they're okay You know, we're gonna give them a shot. They turn into the rock star So tell us though, how does the Orion help us because a lot of people that have never heard of it So they don't even know what it is the Orion. Yeah, it's an 80 question Survey that the applicant completes and there's a number of ways you can use it So we work with individual owners to come up with the best way to use it But you can do it on paper you can do it on you if you have a kiosk type Arrangement where you can let them do it on a computer in your office You can set them down at a computer and they can do it that way Or you can you know now with the social distancing you can email it to them and have them do it at home And there's no problem with that either So it all depends on your particular circumstance and every Every business runs just a little bit differently. So that it's not a one-size-fits-all We can kind of tweak the way you use it But why would anybody use the Orion? Why can't I just make up my own test in my own quiz? Well, number one, it wouldn't be valid and you you have no way of knowing You have no way of knowing whether the results are getting back or accurate or not And the Orion has been validated to death. It's it's rated at 90% overall And it's in it For providing you accurate information that it's meaning the outcomes are Statistically valid and meaningful outcomes So we're not one of the things we have to make sure people understand about the Orion is it's not there to help you pick out great employees it's really Mostly focused on avoiding risk So I want to if somebody is high risk for drug use or high risk for theft you don't want to hire those people and a Time if you'd pull that that sure I Could pull that up, but I want to ask you a question before we get too deep into it because I know a number of business owners are really proud of Like these successments and things that they kind of build themselves to figure out how to hire good employees Are there any legal risks that we might be taking if we're coming up with criteria that's not Statistically validated and normalized. Is there anything that we need to be worried about is clean? you could be you you could be Accused of this of a discriminatory practice Right, right and it's some type of EEOC claim. Yeah, you would be you would be right for an EEOC claim Right, so you just can't make up. I mean, well No risk if you're just making up something or you're just using something that you found on the internet Yeah, it would actually be illegal, but you know It's It's only illegal if you get caught That's a joke but Yeah, it's just not valid you don't have any found you can't you can't acquire a sufficient amount of data and testing to Validate that the responses you're getting back in that process are Legally informative, I think that's it's important for us to at least Orion Orion it well, let me give it to you from the other point of view Orion has never bold underline never been successfully sued Because of the outcome of an Orion report All right, I'm not saying they've never been sued. I'm just saying they've never been successfully sued So what happens now is nobody even waste their time filing suit against you know If you use the Orion and somehow that person figures out that you didn't hire them Because they had a bad Orion outcome Which you should never tell anybody that anyway, but if you did and they decide to go see Joe lawyer on the corner one of the first things he's gonna do is Do some research on prior cases and what he'll find out is that the administrative Law judges don't even let it go to court because Orion has such a wealth of data to support the outcomes of the report that You don't have any grounds to sue on We've got a question here from Brian O'Neill he wants to know do you have the Orion test in Spanish? We have it in Spanish and we have it in Canadian English and Canadian French Okay And that's both in paper and online The paper version It's not really exotic it's but it's 80 questions and it takes the typical applicant About 20 minutes to complete it So I would have thought it was going to take longer Yeah, they're answering on a 10-point like it like or scale from You know, they totally agree to they totally disagree or some Variance on that 10-point scale So it goes pretty quick. It doesn't it doesn't take much time There's you know the questions one of the questions that cracks me up all the time There's one that says I've had four or more jobs in the last two years And people will say they slightly agree or slightly disagree It's like, you know, you either did or you didn't do you not remember how much you work? Where do you work the last four years? but Yeah, when people answer with slightly agree or slightly disagree generally what they're saying is I just don't want to tell you That's what that really means Well, they thought it was a job at the time that they signed up for it and was they really weren't sure Yeah, you know along those lines one of the scales that one of the scales on the Assessment the second one down is work attitudes and that's about how or I'm sorry prospects for long-term employment and That's looking at what your attitude about building a relationship with an employer versus You know, I'll take this job today, but if I can make 10 cents more someplace else tomorrow, I'm gone, right? so this Somebody was One of my well you I can say her name. You all know Stephanie Nesseth One of the things I always tell people if you have a prospect if you have a candidate that comes up Below average on prospects for long-term employment That doesn't mean you shouldn't hire them. What it means is that when you check the references you have to say specifically Mary's or in this case Jane Jane's application says that she worked for you from April of 2013 to March of 2017. Is that correct? And you have to say it just like that and What'll happen is you get one of two responses. They'll say yeah, that sounds about right or they'll start laughing like hell Because what people do who have had 25 jobs in the last five years? They know they can't list all of those So they pick a couple and they stretch the dates out to make it look like they were Continuously employed at these three or four companies when in fact, they've they've had 25 jobs so I was talking I was talking with Stephanie one day and And this was the number of years ago, but we were talking about something totally unrelated and we Got to the topic of prospects for long-term employment and she says oh my god Let me tell you about this experience. So somebody who had worked for her Was applying someplace else for a job and the part the people were calling Stephanie for a reference and they said well her application shows that she worked for you for three years and Stephanie started laughing and she says really She worked for me for three months That's a big difference right there. Yeah, but people do that all the time. I mean, it's a it's an every single day Happens constantly You know, I would love it bill if you would go like right down this list starting at the very very top with like Experiments with drugs and just tell us like well the very first thing you see at the top of the report is the validity index Right under the name and this by the way, this is actually a real report on a real person and she was a mess So the only thing I changed in all of this was the name for the obvious reasons in the phone number but The validity index comes up either low risk Marginal risk or high risk about 70% of the reports come back low risk and what that doesn't mean the candidates low risk It means that you can believe what you're about to read that it's accurate, right? Marginal risk means it's not come You know, they may have answered some questions the way they thought you wanted them to answer So it's not a hundred percent accurate, but don't throw the baby out with the bath water yet and Then level three high risk is don't believe anything you're about to read because it's useless It's all and about Yeah, exactly and about 10% of the reports come back high risk so over the years one of the things that happens all the time and I'm sure you guys can relate to this because everybody has done it you get all the signals in the world that you Should not hire this person, but there's something about him. You like and you go ahead and hire him anyway, right? And you almost You almost always live to regret it, right? Oh, I can tell you I have had Dozens and dozens of dozens of people say to me well, they were high risk on the validity index But I just thought maybe they were stupid and didn't know how to answer the questions or something like that And oh my god, I wish I had listened to the report. They're just awful And that happened all the time and you know, we all want to have a an open heart and we want to have a Concern for people But we also have to realize we're running a business and a bad hire hurts the business Which also hurts all the other people in the business because when you get somebody who's a bad employee They're not just impacting you and your bottom line They're impacting the morale of the whole organization That's such a good point bell. I mean, it's really expensive obviously, but it can cost you and loss of your other employees as well That's such a great point. I think that's forgotten a lot of time Companies that use this consistently their employees actually like it because what it's sending a message to their employees is We're not going to just let any Joe Schmo that comes in off the street be one of your co-workers we value you and we don't want those people having to be in your elite pool of Residential cleaners so the fact that We do talk a lot about matter meaning and measure, you know making sure that your your people feel like they matter and That this is such a great way of showing that not only do you know, do we like you as a person? But you actually matter and there is some real meaning in this job this 80-question quiz that we weed you out by actually makes a huge difference not everybody's good enough. You are Exactly It's supervisory attitude is Can this person accept the fact that somebody else is going to be telling them what to do and will they follow policy and procedure? So and this is particularly important I know I didn't get to watch yesterday and you were talking about teams versus solos Right. So if you do solos, this you know, this really becomes hyper critical because people who are below average on supervisory attitude you can train them for three weeks and You can shadow with them for three weeks and do all that the minute you turn them loose on their own They're going to do is they please when they please how they please And they just don't care and they tend to be troublemakers They tend to be that employee who tries to stir up trouble with the other people, you know Cause little insurrections and things like that, you know, and again, that's we've all had that person too Well, you know and you say that though I'm wondering now that you say that I'm remembering back to what Chris said yesterday and He said that he has a lot of problems with his people when he went solo one of the big problems He had is like they just overrun his phone call I mean his phone they just keep calling and calling they asked about every single thing and that's Probably tying into this because they they are not Meant for a supervisory position. They don't know how to make decisions. They This is how do you accept supervision, you know Part of that is training. Do you when somebody's training you are you paying attention and Are you prepared to follow policy and procedure? So people that are and people that are that this one scores below average average and above average So people that are below average, they just kind of blow it all away. They don't care People that are average are average So they're gonna screw up once in a while because average people screw up once in a while, right? but it's not it's not gonna be chronic and Chronic is a good word to describe below average and then people who are above average You just they're the kind of people you just don't have any problems with they they tend to become like wallpaper Almost because they just show up every day. They do their job. They don't stir up, you know a lot of mess and they go home What are the odds of somebody? It seems like it this person did as bad as bad as they could do on just every attribute that you measure What are the odds of that? Oh? I don't see a lot of them But that's why I picked this one as the example that we use on the website because it illustrates the fact that it's level one validity And the person is a train wreck This this is like if you were to hire this person You would be the stupidest Claude on the planet and you deserve what you get if you hire her Well, if you had this report if you didn't have the report, well, you know, I guess What would the odds be if you didn't have this report of actually hiring this person? Well, look at it this way In the days of using the paper instruments Before we were able to do it online and all that and the days of paper only The employer has a choice The only you can have them complete the survey on paper But if they haven't passed your smell test You don't have to score it right Yeah, all right So you wouldn't even run they wouldn't even run that the test on a lot of people you only run the you only Run the report and the people you're interested in So you're not gonna be interested in everybody that comes in to apply And if they don't if they don't give them the test then they don't pay for it. That's They don't they don't they don't have to pay for it if they can go ahead and fill it out. That doesn't cost anything So it's only the only ones you pay for the ones you score It's okay to explain if you're using the paper test you Log into a website and enter the results in order to get the You enter what they read how they responded and we have a real easy cheat sheet You use to do that. So it only takes about four minutes to actually for the owner or the managers To score the actual report, but they see the results instantly when you click grade You know, it just pops up right there in front of you. So you see Instantly what we're looking at in that screen What portion of your your users of this assessment used the paper version versus While sending them to a website right now, it's about 50 50 for years. It was all paper for for all the made services in particular They always used paper And that's starting to change a little but when we started doing business with the pet service industry They almost all worked out of their homes. They didn't want people coming in if they could avoid it And they wanted the way to screen people before they actually set up meetings with them and all that So they almost exclusively do it online where they email it to their candidates And they have other screening tools they use before they make a decision to email it but They they're almost exclusively online So currently our business is about 50 50 Okay, but more and more people are moving toward doing it online Which saves a lot of yeah, it saves a whole lot of time. Uh, it's just a whole lot easier And especially right now right with the social distancing Right I'm looking at some of the the attributes you measure and we just talked about supervisory attitude Some of these I think are a pretty clear clear cut in terms of drug use theft Prospect for long-term employment, but going up a little bit work attitudes. What is that? Hey, we we can't feel a lot of this. I'm sorry. What do you mean? What what is it? Oh work attitude. Yeah, that's kind of misleading that one is all about tardiness and attendance It's you know, is the person going to show up or are they going to call out sick when they're not really sick? That sort of thing. All right. Well, that's a really important one. Yeah, yes, but also That one is um You know, I said the report overall is 90 accurate The drug and theft scales are both way over 90 accurate But the work attitude scale is around 65 or 70 accurate. It's the least accurate of all the scales It's still good But it's not as good as the others So if if somebody's report came back and the only thing bad on it was below average on work attitude I would the way I would treat that would be kind of like I did with the prospects for long-term employment When you if you see that when you're checking the reference You just say to the person, you know, can you tell me anything about? The Jane's history regarding tardiness and attendance You know and Most people will say, you know, if they didn't have a problem. They'll probably just respond and say I don't recall any issues If they start dancing around it like I don't know that I want to talk about that, you know, because they're fearful You know of saying anything Uh, then you might want to think twice So I just wanted to point something out to everybody that's on the facebook live today So this can sound like oh gosh, is this just a big pitch fest for you know Why are we like trying to push the steering group and the orion? That's not what's going on here today. What we're trying to do is trying to get you guys ready and prepped it's not We're a lot of people are struggling to hire right so what we're looking for for you guys Are better tools more tools better tools so that you can make better hires more consistently And not be in this perpetual cycle of losing somebody hiring losing hiring And this is just one more really excellent tool that has a long history of success So brian, I'm glad as soon as you said i'm sold. I'm like Oh I didn't see that either. Hey brian. Nice to meet you buddy and To follow up to follow up on that We were trying to think of what are the timely things that that that we could be doing and We're really having a hard time hiring people right now and a lot of it has to do with All the unemployment, you know funds that are floating around out there but July 31st is coming and it's going to be here fairly fast and We all know based on the laws as they're written now that the 600 dollars a week from federal funding goes away at the end of july Stand to figure that you're going to have a lot of opportunity to pit for some really talented people who We're working in hospitality and transportation and restaurants and businesses that Haven't opened or haven't fully opened And you want to make sure if you've got a lot of people choose from you want to choose the best you can and Just being able to to think about, you know work attitudes and being thinking about Supervisory attitudes and propensity for for drug use I don't even sure if that's top of mind for all of us when we're interviewing So if you're using the orion, that's great. This is an awesome tool But if you learn you still need to be thinking about, you know, what am I learning from this person that gives me some insight on on these attributes because you want to At least use this and in an orange part to make your decisions as to who you're going to be bringing into your workforce Yeah, I want to make a comment about about the drug use scale A lot of states, uh, you know now it's legal To smoke marijuana and there are marijuana questions in the report So the first thing that happens every time a new state says, okay, go out and smoke dope They, uh, I get a call from the owners in that state saying, well, how can you have a drug Thing on here. So it the it Trust me. Well, I shouldn't say try. I hate it when people say trust me but the uh The the ranking has nothing to do with social Use of marijuana the ranking is based on what is the likelihood of that person using drugs while they're at work Okay, all right. So it would be no different than Saying is this person going to get drunk at work, right? It might be legal to get drunk But it's an unsafe. It's an unsafe work practice to do it while you're at work Right. Yeah, absolutely. I love that you compare it to alcohol. That makes it really really clear My state is a is a marijuana friendly state and and it's very And you know and everybody can is entitled to go out and smoke a little weed here and there doing gummy I don't care, you know, but don't do it at work, right? The theft attitude scale is again over 90 accurate and I You know the old expression. I wish I had a dime for every time and I'd be rich But I can't begin to tell you how many times people said to me Oh, I just we just didn't think that that was right because they were so nice And they had a great work history and all that So we just didn't believe that the report was correct when it said they were high risk for theft Every single time that I that I'm aware of and I'm aware of a lot of them when Somebody is high risk and they somebody makes a hiring decision to go ahead and put them on board anyway It's never more than two weeks Oh, wow Within two weeks of their hire date The owner or the manager gets a phone call from married customer that says My iphone's missing or my Necklace is missing or this this and that are missing and all that and they always tie it back to that person All right, and it happens all the time because people get Subjectively drawn to somebody and I always talk about Ted Bundy You know Ted Bundy came and applied for a job with you. You'd love him. You'd think he was the greatest guy on the planet All right, you know that list right He was about operating in your turf All right, and here he is out killing women all over the country But men wanted to introduce him to their daughters because he was so charming and nice You know don't ever trust that That's the that's the worst thing in the world to trust is how you how you feel about somebody Yeah, totally totally true customer service is a we already talked about prospects for a long-term employment The customer service is an interesting one and I don't is Leslie on here Oh, she's always on I know I'm kind of sorry. She's not on here because she She gave me one of the best lessons. I think I ever got She and I were I think it was in Orlando And we were at the hot the a the arcp or the arc si hospitality room And we were having some adult beverage having a cup of coffee right but we she and I were sitting out on the balcony by ourselves talking And she we got talking about the different scales and all that and customer service came up And she said let me tell you a quick story and i'll give you the brief version. She held a meeting and in the meeting she described that she Wanted our her clients to come home at the end of the day walk in their house and feel like they had just walked into a five-star hotel And she noticed one of the one of her employees got this kind of deer in the headlights look When she said that so she didn't say anything about it at the moment But she looked you know after she was over after the meeting was over she You know pulled the girl aside and said I saw you looked a little puzzled when I made the reference to the five-star hotel And the girl said I've never stayed in a hotel in my life of any kind I don't know a one-star from a five-star to any star. I don't know what that means Right, and it was like wow, you know Your background and where you grew up and the circumstances you grew up in Really has a big bearing on how you're going to score on customer service so if you grew up in a neighborhood where you had uh Sneak to the corner to avoid getting hit over the head And you walked into the bodega and there's plexiglass Between you and the cashier and all that you're not going to get any customer service They're going to say give me your money and you know, here's your change And that's the extent of it when I go into the store. They say oh hi bill. How you doing today? right And if I have a question I can ask it and they'll give me an answer or they'll come find something for me, right So I don't know what that customer service looks like but a lot of people don't And it really changed the way I looked at how customer service needs to be approached You can train customer service, but I think collectively as a group You have to change the language Because the way you and I Talk or think about customer service Isn't really in sync with maybe what our employees think about customer service Does that make it even different business owners, you know, we have different ideas I talk with people all the time. Actually, I just had somebody call me yesterday And um, he owns a very large business and he's like I need some coaching lists I got this customer and I just want to You know Fire her in a really hard way And and his thing is at the end of the call. He's like, yeah, I'm gonna fire her even though my coaching was like Oh, we don't really need to you could keep, you know, whatever But his thing is nope. She's out of here. Thanks. That's what I needed. Bye So you know totally different customer service styles even with owners So absolutely how can we not with our employees as well The reason I point that out too is because made service applicants nationwide, you know, and everything is local, right? So What happens in charleston's different than what happens in los angeles or atlanta or whatever But nationwide Made service applicants Are below average 33 of the time We're trying to change that though You don't want to wait but what I'm saying is you don't want to wipe out a third of your applicant pool because they're Because the report says they're below average Service so you have to take the report in kind of in total and and Use it as part of your decision-making process, but certainly not all of it, right? Yeah, and it strikes me that some of these attributes are more value-based Yeah, propensity to steal Really isn't a much of a training thing as it is a value thing, but customer service is Almost you could argue it's just a part of your skill in some ways that that could be could be taught right No, I agree The last one on here is maybe the biggest one Safety and risk avoidance that comes up low risk marginal risk or high risk if you hire somebody that's High risk on the safety and risk avoidance scale You might as well contact your insurance company that day And just say hey, I got a workers comp claim coming your way Might be a week it might be a month I don't know but it's coming and if you're in a northern state that experiences a lot of snow and ice You can you won't make it past november And it's extraordinarily accurate, so I got to tell you another quick story client in in a suburb a distant suburb of illinois, I mean of chicago And he stopped using the reports he just cold turkey quit using our irons And we don't I don't make a practice of chasing people down if they stop using their you know They're making a decision a business decision for whatever their reason is So I don't even call and ask, you know, it's like, okay, you're a big guy a big girl do what you got to do And so this guy stopped and he was a pretty Major user and it kind of broke my heart to see him go but After about a year and a half went by And he sent me an email about something And I said well, I'm really surprised to hear from you now that it's been 18 months That prompted a phone call And he calls me and he says and I said to him, why did you stop? And he says, you know to be honest with you, I I don't remember But I I do know why I'm about to start He said When I was using the orion, I had the lowest workers Comparate you can get in the state of illinois And the state of illinois is a tough place when it comes to it's like california When it comes to workers comp rates, right? And he said I haven't used it for a year or a year and a half whatever it was He said I'm now at the highest Comparate I've had so many claims And I'm paying a huge amount of money And he said I was sitting around thinking about what the hell am I doing differently? And it dawned on he said I'm not running the orion anymore So he started running the orion again about a year ago And now he's back to where he's not having any workers comp claims and his Comparate is going down Well, you know, I wonder if it's like when we you know We've been cleaning for somebody for a while and about a year and a half in or something They start getting this idea that they're cleaner now. They're they're cleaner people They don't need help anymore And they might cancel cleaning for like a month and a half and be like Okay, apparently we're not clean Yeah But this lady here safety and risk is about the only thing that she's got going for her is the only thing that she didn't Right She did the flatline That's a strong point Exactly And even that's medium risk. So I was saying don't throw the baby out with the bath water. But if everything else is left Well, what else do you have down here on this form? Yeah, down at the bottom. It's got questions for the post survey interview And what we're looking at is the short version of the report And when you are using it, there's a button you can click on for the long version And what the long version does is it spells out for you all the questions That you can ask during an interview that are that relate back to How they responded when they were answering the the survey questions. So for example There's a question And I should have written it down because I'm getting as I get older. My memory doesn't serve me as well There's a question that goes something like a person who takes five dollars from his or her employer is a thief And you're answering, you know on a Likert scale from I totally agree to I totally disagree Yeah, so a person who takes five dollars from his or her employer is a thief totally disagree Is the person's answer, right? It's going to pop up on there As one of the post survey interview questions and when you you can read right off the paper It's going to say this Why did you respond totally disagree to the statement? And then it you repeat the question a person who takes five dollars from his or her employer is a thief And I wish to god I could be a fly on the wall in the room while people try to tap dance an answer out of that Right because you're saying okay. You're saying it's okay to take my five dollars You won't be a thief if you take five dollars from me, right? Yeah, right So, you know people and in that one about I've had four or more jobs in the last Two years and they go slightly disagree You know, I kind of I kind of like that that person would be fun to talk to Yeah, well some of the questions are hysterical I mean when you ask them why they answered the way they did You know, that can be really comical. Is that an important part of the process though? I mean it is because what it's actually doing is You know, it's not important It's not so much in as important how they answered the question As it is why they answered it that way So it's giving you a tool to get a little deeper dive In that this person's thought process is and how they make The how did you make it? You're not saying it this way, but in essence what you're saying is How did you make the choice to answer that question that way? Yeah, and I like that Here is a great opportunity to do that because I know that with our regular application process If you ask One person a question you have to ask everybody the same question But it looks like after they give you an answer Then you're allowed to come back and ask them again as long as you do the same thing with everybody That equal opportunity But also gives you a chance to do a little bit of a deep dive on people Which we don't really get to our application process as well. Yeah, exactly Yeah And I think that's a really valuable part of that is going through the questions You know after after they've completed it and hearing why Taking that five dollars, you know, a lot of times they'll say oh, I misunderstood. I meant the opposite And that's fine. Yeah, but not you know in this case you got uh, you know 12 15 questions whatever it is You can't say oh, I meant the opposite 12 times, you know And come across as being anywhere near legitimate and you're In the way If you really did misunderstand that many times our training is not going to land well You're not going to understand anything Yeah, we're we're getting close uh up to the hour here So we've got just a couple more minutes bill. Is there any I mean you've been doing this for for a long time and you've made a lot of observations and Have learned a tremendous amount about the finer points of of hiring Um, not specifically related to the orion, but just in a general sense. Is there any uh parting words you can share with our folks in terms of Things they need to be be mindful of or focusing on I guess especially Knowing that there's going to be a a lot of really great hiring opportunities popping up here and just a little over a month Well, the one thing I always tell people is don't fall in love with an applicant All right. I mean that's you know I call it the halo effect You know somebody comes in and they've got a halo over their head and you just think oh, this person's gonna be great You know, don't let your gut your instincts or your gut suck you into a decision That's subjective. You have to look at the objective data, right? Do they really have a reasonable work history? Is it verifiable? Uh, you know, whatever else tools you use Uh, and I by the way, I strongly recommend doing a background check But I recommend doing it after you do the orion But you know if you do the orion first it can save you some money and not having to run the background check but I I recommend doing both because what the orion doesn't catch maybe the background check will or vice versa All right, because there's a lot of people out there that have stolen and been fired And I imagine of all the made owners that are on here right now I could probably get a hand from everybody that says who have you fired for you know Have you ever fired anybody for stealing? But there were never any charges pressed And if there were never any charges pressed their background check is going to come up clean But the orion is designed to catch those right So so we did have a question here from Farnaz And she wanted to know about pricing bill. Is pricing answer easy or do we need to send her to the website? dollars and 75 cents a report and we've got a special going on right now five dollars off For either july or august your choice when you think you're going to use it the most there's a hundred There's a one-time setup fee of 180 495 to create your account And train you and we do that pretty thoroughly But we also want to do a review with you over the phone Before you even make a commitment to sign up with us because we want to make sure you know what you're getting Before you make that decision because we don't want people coming back after the fact and saying oh I didn't think it did you know, I didn't understand this or that or the other thing And I can really attest to personally I can tell you that bill does not scrimp or skimp on customer service You will get all the help you could possibly need or want From bill. He never never ever skimps on anything. I know right farnaz. It is it is a great price That's why especially right now 995 Right for you pick them up Yeah, either at 975 for august or july And and uh, I'll just Piggy back on what liz is saying. You're not just getting an assessment. You're getting uh, the assistance and expertise from somebody who knows More than anybody else. I know about this topic of of using assessments to figure out Who are the best employees to hire? And using data you guys You know, there isn't a whole lot of data outside of bill gilderman. So So I put the steering group website there. That's uh, how you can get to hold a bill if you uh Want more information and he'll be right on getting back to you Just quickly cleaning business today if you haven't subscribed right here on the right email first name last name Easiest thing in the world. You'll be getting our newsletter. We had a newsletter went out today with some really good information in it And I'll post the link to our download page, which includes Many of the topics and resources that we've shared through smart business moves um Paul august faq Scripps which are really awesome or one of the more recent things and uh, some of the uh racism resources that we uh, we shared on tuesday What are we doing tomorrow les? all right, so tomorrow is on the spot And I have our last clue if you guys can't figure out who she is from this clue. You don't know her So this business owner Fired 11 people on one day I know Famously known as oceans 11 So if you don't know that clue, you don't know her, but if you do We're gonna want to see you tomorrow We're gonna have a lot of fun tomorrow rapid fire Uh q&a session for for an entire hour um Be here tomorrow at five o'clock eastern with all your your important questions all your best questions and and we're gonna knock them out So, uh, you guys have a good rest of your day And we'll see you tomorrow at uh five o'clock eastern. Thank you Thanks