Podcasts about David Oh

As the property management industry continues to evolve, it's important to stay up to date on the latest innovations in technology. In this episode of the #DoorGrowShow, property management growth expert Jason Hull sits down with David Normand from Vendoroo to talk about AI's role in the future of property management. You'll Learn [01:29] The AI Revolution [08:47] The Importance of Empathy and Human Touch [22:21] Decreasing the Cost of Maintenance Coordination [32:29] New Features Coming to Vendoroo Quotables “As any property manager believes, we know how to do it the best.” “If you're not reading articles and studying up on this, I think that's going to catch you by surprise pretty quickly.” “Empathy is the magic lubrication that makes everything better.” “Empathetic reflection and empathy is a magical ingredient.” Resources DoorGrow and Scale Mastermind DoorGrow Academy DoorGrow on YouTube DoorGrowClub DoorGrowLive Transcript [00:00:00] David: If you're not building AI tools from working with your partners, from being on the ground floor with them and using the data and building tools based upon the data and their pain points and their failures, buyer beware. If somebody's coming to you and saying, Hey, we figured this all out in the lab. [00:00:14] David: Come use it. Yeah. Right. Buyer beware. [00:00:18] Jason: All right. Welcome property management entrepreneurs to the DoorGrow Show or the Property Management Growth podcast. I'm Jason Hull, the founder and CEO of DoorGrow, the world's leading and most comprehensive group coaching mastermind for residential property management entrepreneurs. We've been doing this for over a decade and a half. [00:00:39] Jason: I've brought innovative strategies and optimizations to the property management industry. I have spoken to thousands of property management companies. I've coached over 600 businesses. I've rebranded over 300 companies like Bar Rescue for property managers, cleaning up their businesses, and we would love to help coach you and support you and your growth. [00:01:01] Jason: We have innovative strategies for building out growth engines, for building out your operational challenges, for helping you figure out how to get to the next level in your business and one of the cool tools that I'm excited to showcase today with my guest here, David Norman, is Vendoroo. We've had you on the show before. [00:01:19] Jason: Welcome back David.  [00:01:20] David: Yeah. Thank you for having me. It felt like years ago, it was only about, I think eight months ago since we did this, so much has changed over the time, so it's great to be back. Yeah, it's great to be back.  [00:01:29] Jason: Good to have you. I know you're in the middle of this AI revolution, which AI is just innovating and changing so rapidly. It probably does feel like years ago, so, yeah. Yeah. Yeah. It's been crazy. You guys have made a lot of changes too, so, you even changed your brand name from the last time we had you on the show. Yeah. Which was I think Tulu. Yeah. Right. And so, yeah. So why don't you get us caught up on what's going on 'cause, you know, there's been a lot.  [00:01:55] David: Yeah. Yeah. Thank you first of all for having me here today, Jason, and from the entire Vendoroo group of us, which, you know, the team has grown 10 x over the past eight months, which has been awesome. And I just also wanted to start in thanking everybody from what we call our client partners who have jumped in into this great unknown that is AI and is going to be like, how is this going to work in our industry? And so that's really what we've been focusing on the past eight months. You know, it's been a unbelievable journey of both failures, successes learnings and insights. And ultimately we're getting excited here at the NARPM broker owner which is in Denver to unveil Vendoroo. Like this is the coming out party. And so we're super excited if you're going to be there. We have a massive booth that we have set up that we have the ai alliance with other people that are working in the AI space, and I really hope that you guys come over and check it out. I promise this. [00:02:53] David: You'll never see a booth or a display like we have set up. At the NARPM broker owner. So.  [00:02:58] Jason: Now I want to go attend it. Yeah. Just so I can see your booth.  [00:03:01] David: So, let me put it this way. You may see the robot from the Jetsons walking around the booth walking around the NARPM broker owner, so, okay. [00:03:07] David: Yeah. Rosie? Yeah. You may see something like that. So she'll be vacuuming with her apron? Yeah. She'll be doing a little social engagement. It'll be cool. So, okay. Okay.  [00:03:17] Jason: Yeah. Very cool. Yeah, so catch us up on what, like, let's get into the kind of the background and the overview for people that have never heard about Vendoroo and what you guys do and how you got into this. [00:03:29] Jason: Yeah. Give people kind of the backstory. Yeah.  [00:03:31] David: Yeah. Thank you for that. So really the backstory is that, you know, we know of this AI economy that's coming, right? And there was a few of us, you know, I've been in this industry for 18 years. You know, I've managed you know, portfolios of 40,000 doors. [00:03:47] David: I've managed them for governments. You know, I started off with our own property management. Much like you guys. We started off with 80 doors. We grew to 550 doors in four years. So it was exciting to know that technology that was coming that promised duplication because, you know, as any property manager believes, we know how to do it the best, right. [00:04:05] David: And so what we decided to do is to come together and say, Hey, if AI's coming, there's two things that we need to figure out. Number one is how is this going to help us show value in this new industry to this new generation of property owners that is here, that is coming, that has been raised in the technology world too, right? [00:04:25] David: And two, can it actually duplicate our efforts? Can it actually be an employee for us? Right? And I don't care what people are promising about ai, you don't know until you get into what we call like, you know, get into the weeds, you got to get into the trenches. And so that's what we did, right? We went out and we were the guys that grabbed the torch and we said, we are going to take all the risk. [00:04:46] David: We are going to jump into the mix. We're going to ask people to jump onto the bandwagon with us and we're going to figure this out. And oh my gosh, what an unbelievable eight months it has been in learning and insights. And I can't wait to get into all the things that we've learned about the property management industry. [00:05:01] David: But that's really what we've been focusing on here the past eight months, right? So we started off with well hey, can the AI assist the va? Can it turn them into a super va? Is that what it's going to be? And, you know, some people were like, yay. And some people were like nay, you know? And so, and you know, because that human failure still was there, right? [00:05:21] David: And you know, what happens if they left? There was that inconsistency. And then it was like, all right, well what can the AI own? Right? What can it do? What can it perfect? And you know, can AI actually be the last employee that I ever hire? Right. That's really, that's a really cool thing to do. [00:05:39] David: But the property managing community had some really specific demands that they said that if this is going to be the last employee that I've had, it has to do this. And that's what I'm excited about our new technology 'cause it's doing those things. You know? [00:05:52] Jason: Yeah. And now you guys have made some big moves. I know, like I've, I have clients that we've sent over to you and they've shared some incredible stories. Like one client, I think he had 154 units or something like under management, and he said in the first day you're of turning on Vendoroo, like it closed out like 80 something work orders. [00:06:12] Jason: Yeah, like, it was crazy. Another client, they had a little more doors. They said it was like 50 something work orders were closed out in the first day of turning it on. And so, I mean, you're creating some dramatic stuff. Like this is a very different thing than what people are used to in maintenance. [00:06:27] David: Yeah. Yeah. And really what the exciting part about this, Jason, is that maintenance is actually really easy. And I know people laugh when I say that it's managing communications that is extremely difficult. Okay. Okay. Right, because you have, you know what AI told us about our industry over the last eight months is when we dove in with it and it took a step back and it said, whoa, you guys don't have a data problem here. [00:06:51] David: You guys have a emotion problem here. There's very specific categories of emotion that are in this space, right? Like, how do you build a technology that senses something? And I know this relates with property managers, 'cause I know this for myself. A property manager can walk into their office, sit down at their desk, and their spidey senses go off and they know something's wrong. [00:07:15] David: There's no screen that's telling them anything. There's no spreadsheet. They know something's off. Right. And so the AI is like, well, the statuses really don't matter that much to me based upon the feedback that I'm seeing from the property managers. Because the status and the communication all seem to be in order, but there's a disruption somewhere. [00:07:35] David: So I need to know about people's emotions. I need to understand about is the resident happy? Does the owner feel supported? Is the vendor being directed? And does the property manager believe that I can own the outcome for this? And it was really cool to start seeing its learning and understanding and picking up on these cues where, you know, people say that this is a data-driven industry. [00:07:55] David: It's really in an emotion driven industry.  [00:07:57] Jason: Oh yeah. It's a relationship and emotion industry for sure. Yeah. Yeah, big time.  [00:08:01] David: And it's really cool to see, and it's really started happening over this past last 60 days, the amount of residents, I was actually just looking at one before I jumped on here, that are like thanking the system, right? [00:08:15] David: Imagine that, like think of all of us that actually worked with the chat bot at like Verizon. I've never thanked that chatbot at Verizon for being their customer service. Right.  [00:08:25] Jason: And how do I get a representative? Representative. Representative!  [00:08:28] David: Yeah. Yeah, for sure. Versus you seeing people, you know, seeing individuals saying to the, you know, saying to the Vendoroo maintenance coordinator, Hey, I really appreciate feeling supported and how fast you acted because you know, there's empathy that's inside of its law and learning. So I don't want to get too much into the details on there. But yeah, these are some of the exciting things that we're working on.  [00:08:47] Jason: I mean, empathy is the magic lubrication that makes everything better. [00:08:52] David: Yeah,  [00:08:52] Jason: I mean they, they've done studies. Teams, even in working in warehouses, are more productive if the team has a higher level of empathy. Yeah. And doctors perform better. Yeah. If there's a higher level of empathy, there's less malpractice suits, like empathetic reflection and empathy is a magical ingredient. [00:09:10] Jason: I coach clients to add that in during sales. Yeah. 'cause their close rate goes up dramatically. Yeah. Right. So yeah. So leveraging and like getting the AI to actually be empathetic in its communication. Yeah. When that's probably not a natural skill for a lot of maintenance coordinators to be empathetic. [00:09:26] David: It's not, it's not a natural skill for a lot of people in the maintenance industry. Right? Yes. Especially when you talk about burnout. People begin developing views of the rental community, right? Like, oh my gosh, they're calling again, and that empathy meter goes lower and lower and lower. [00:09:41] David: Yeah. As people have been in the industry longer. But isn't it great that you have an employee now that knows that, yeah, it's my duty, rain or shine, 24 hours a day, seven days a week, 365 a year to always operate at the highest level of empathy? I never have a bad day. I never take a day off. [00:09:57] David: I'm never upset. I'm never short with somebody on the phone, never tired, never like, oh my gosh, Susan is calling me again. I'm going to let the phone just ring because I'm annoyed of talking to her. And it just is constantly hitting that same level of standard. And this is what's exciting to me, is that there are people that that have played around with this and have been a part of what I call the pain phase, right? [00:10:20] David: The pain phase is that understanding the way that agentic AI works, right? It's input in output. Input, output, right? The more that you're putting into it, the better the results are that you're going to get out of it, okay? Right. It's just like training an employee. So over the last eight months, what we've seen is that the community has trained this to be the level of a person that has now been working in the industry for five years. [00:10:46] David: In eight months. It's got five years of learning in eight months. Okay. Wow. In the next six to 12 months, we're probably looking at somebody that has 10 to 15 years understanding in the next six to 12 months and understand the level of type of tasks that it can do, especially getting into estimates and getting some other work. [00:11:04] David: And again, just you know, having empathy in my own life towards the people that jumped in that are like, what is this all about? Like, how does AI fail? Like, you know, there's still people that are involved and it was like this big like momentous train of like, you know, all these people were jumping on and giving ideas and people are in the loop and now it's weeding everything out and the AI stepping in and saying. [00:11:27] David: Hey, I appreciate all the input that you've given me. Thank you for all your effort. I'm now ready to step up to the plate and to own the outcome. Right. And that's what we're seeing at the NARPM show that's coming out. There's five AI tools. There's a master agent, five AI tools. And you know, I'll give you a couple of pieces here that, you know, we had feedback from our property managers like number one across the board. [00:11:50] David: A property manager said, if I'm hiring AI as my last employee, that has to work in my system. Yeah. Okay. Right. Like I don't want another, I don't want another technology. Yeah.  [00:11:59] Jason: I don't want a new system I got to get every vendor to use or a new system I got to get my team to use or figure out. We don't need another tool to make our lives more difficult. [00:12:08] Jason: No. They've got to use our stuff.  [00:12:09] David: They got to use, we have our existing stack. Yeah. So now the AI is fully integrated into all the most common PMS systems. You know, you have a cool chrome extension that you can download and there's a little yellow kangaroo right right there. And it's actually reading the work order that you're working on, and you can literally just ask it a question now and just being like, Hey, did anybody express frustration or concern on this work order? [00:12:32] David: Right? Because that's the emotion behind the status that you need to know. And it's like, yeah, two days ago Sally said that, you know, she was actually really frustrated about the multiple reschedules by this vendor. And it's like, great, that's a person I should be reaching out to and that's what I should be knowing that a status is never going to tell you. [00:12:47] David: Right? Yeah. It's in your slack, right? So if I have, if I'm on my phone, I'm talking to my employee and I'm laying in bed and I have a panic attack as a property manager, and I'm like, oh my gosh, did we take care of John's refrigerator and the office is closed? I can't get ahold of my employee. Yeah, you can. [00:13:03] David: Your employee works 24 7 now. Hey, can you give me an update on the refrigerator replacement at John's place? Yeah, it was scheduled this day. I contacted John. Everything's good to go. You know, go to sleep. You know, like, like that's the power. Full audit. Full syncing. So it's in your platform. That's really cool. [00:13:21] David: The other thing, it's got to be branded, right? This is a thing that we really learned about, like how important branding is to the community of property managers, right? Yeah. So the communications that go out have to be from your area code that's done. The emails that go out have to have like, you know, your company name and your logo on it. [00:13:39] David: The AI is doing that as well too. So that's being sent out, which is really cool. So people are feeling like, you know, that loyalty to brand is super important. And also do you know now that the AI can ask the residents to give a Google Review and we can link to the Google reviews and give you instant Google reviews to your page through the ai, which is cool, like how it's, it will know that if the success of a Google review is high on the way that the work order was done, that it's probably best to ask this person and it will send them a little thing. [00:14:11] David: Hey, can we get a feedback from you? And we link up to your Google review. And it posts that Google review to generate those 'cause we know those are super, super valuable to property managers. So that's actually going out today. That's kind of a little teaser there. That's the emails out now. [00:14:23] Jason: Nice. We'll have to get you to also connect it to our gather kudos links for clients 'cause then people can pick which review sites. So it diversifies the review profile.  [00:14:32] David: Love it. Love that. I'm going to hook you up with our guy Dotan. He's running that. He's one of our head of product. He's, actually out of Israel. [00:14:39] David: He's a amazing guy. I'd love to get you connected with him. Yeah. Cool. Let's do it. Cool. And then the biggest one too is like, I need a single point of contact. Right. And we knew that before there was a lot of people were still involved. There was a lot of oversight that was going on there, having that confusion and single point of contact. [00:14:56] David: Now it's in your phone, it's in your Slack, it's in your phone extension. It doesn't matter what's going on. You have one point of contact. It's your employee. You ask the question, get the answer, Jason, you can even ask for a change. You can even say, Hey, I want to change a vendor on a job and you'll see that the vendor gets changed for you in the system. [00:15:17] David: You can even say to your ai, and this is the big one: hey how do you triage this work order? And I want you to do this, or I want you to do that. And you just do it right through Slack or right through your PM chat and it makes the change for you. And now you have custom triage and all property managers have the ability to train their own AI for their company. [00:15:36] David: Think how cool that is. A person with 75 doors now, and the product that's being released has their own AI agent customized for their company, right? Yeah. Like, that's what happened over the last eight months, so you can see my excitement. There's been a lot of hard work in this. [00:15:54] David: Yeah, that's amazing. But this has been all the effort and a huge thank you out to everybody who's tried us, you know, even said that this wasn't for them at that point in time because those learnings went into what's going to make this product the best product in the property management space and is going to help people leverage sales and leverage efficiencies and blow their owners' minds away in ways that, that we have never thought about. [00:16:15] David: Oh yeah.  [00:16:16] Jason: Yeah. So I know like initially when you rolled this out, a lot of people were nervous about AI and you guys had kind of a human layer in between the AI and any communication Yeah, initially. Yeah. And so there was like, they had like a reps and a lot of people associated, oh, I've got this rep. [00:16:33] Jason: Yeah. You know, Steven or whatever is my rep or Pedro and I've got Pedro and like, oh no, what if Pedro leaves? And they were associating with that while the AI is really doing the crux of the work. Right. And so you guys have shifted away from even that now the AI is directly communicating with people. [00:16:52] Jason: Correct? Yeah.  [00:16:53] David: Yeah. So let's talk about that. So, definitely, so in the beginning there was like, we all had like lack of trust. We believed what it was going to do, but it was like we had a ton of people still trying, like, you know, using qualified VAs, training them. Like, you know, like, you know, if it fails, like, you know, you have to have a person stepped in and so let's talk about that. [00:17:12] David: So, you know, it was definitely that human layer. And let's talk about where we're at today. It is very clear to us, and the one thing that separates us from everybody is we still believe that humans are super important in this process. Okay? Yeah. And where humans are very important in this process are going to be when the AI says, Hey, I need you to make a phone call to this person for me, right? [00:17:35] David: Hey, I've reached out to this vendor three times and they haven't responded yet. I need you to give a phone call to see what's going on. Right? Hey, I need you to recruit a vendor for me. I need you to reach out and do a recruitment for the vendor. For me. Hey, this owner is asking questions about this estimate. [00:17:51] David: I need you to give a call for me. So the AI is basically able, on a standard work order, the AI can handle 95% of the workflow, no problem. Work order comes in, gets assigned to the resident. It gets out to the vendor. It's under the NTE not to exceed. It's great. The work gets done, the resident uploads its photos, the AI says to the resident, are you happy? [00:18:14] David: Everyone's good. It closes the work order out. Cool. Right. And then if a human...  [00:18:19] Jason: and how is it communicating with the tenant and with the vendor typically? [00:18:24] David: Yep. So, it's very clear that and this isn't a surprise to anybody. Everybody loves text messages, right? Yeah. I mean, that's just, it's just what it is. [00:18:32] David: You literally, like, people will get a phone call and they won't pick up and the text will come back and like text back. Yeah, text me. What do you need? Yeah. Text me here. But, so here's the things that people don't see behind the scenes that we'll talk about. So the complexity that went into. [00:18:51] David: Mapping out how to allow vendors... so a vendor could have like 20 jobs, right? And we don't want to send him like a code that he has to text for every work order so that it links to the right work order. Like what guy wants to do that? Okay. Like that's not how he works. So we figured out how to allow a vendor through AI just to use his regular phone and text anything about this thing. And it's understanding it and it's mapping it, it's routing it to all those work orders because we knew that in order for this to be the last employee somebody would have to handle, it also means that the vendor has to be happy and the same for the resident. [00:19:30] David: They can just text that they have multiple work orders. It understands what work order it's going to. If it's not quite sure, I would ask them, Hey, is this question about this work order? And they say, yeah. And so there's not like, again, codes and links and things that they have to do. It has to be seamless if they're working with a person. [00:19:46] David: So yeah, text message is massive. Email is second, and then phone is third for sure.  [00:19:51] Jason: Got it. So is your AI system calling people yet or you or telling the property manager to make the phone call?  [00:19:58] David: Yeah. People are okay with. If they're calling in like our new front desk agent, which if a person calls in and they want to get information about a listing or if they want to get information about a work order or something like that, or, you know, they're okay with getting that type of information. [00:20:13] David: Yeah. But they are, it is very clear that they are not okay with AI calling them when they're asking for an update on a work order like that. Like that line in the sand very clear. Yeah. And so we have people on on the team. That are constantly monitoring into ai, giving feedback, hitting improvement. [00:20:31] David: I want everybody to know there is not a work order that is taking place that is not touched by a human at least twice.  [00:20:38] Jason: Okay.  [00:20:39] David: Okay. Right.  [00:20:40] Jason: So there's a little, there's some oversight there. There there's, you're watching this, there are humans involved  [00:20:45] David: And then the ai will when it hits certain fail points, right? [00:20:51] David: It then escalates those things up to what we call the human in the loop, right? So there's an AI assistant, we there's people now that we're training a whole new generation of people that are no longer going to be maintenance coordinators. They're AI assistants now, right? And so when the AI says, Hey, this work order is not going down the path that I think it should go to be successful. [00:21:12] David: I'm escalating this up to a human, and so now as a property manager, not only am I getting this AI agent workflow that's standardizing the empathy and the workflows and all the stuff that we talked about in the communications, I also now get a fractional employee that when the AI says, Hey, I need help, I already have an employee that it can reach out to that can make that phone call or call the vendor. [00:21:36] David: But it's also monitoring the AI for me on top of it. So yes, there is, and that's one of the big thing that separates us apart is that the platform comes with what we call a human in the loop, an expert in the loop and so we're training the first generation of AI assistants in the property management industry. [00:21:55] David: Yep.  [00:21:56] Jason: Got it. So the AI maintenance coordinator. Has human assistance. Yep. Underneath it.  [00:22:02] David: And before it was the other way around where Yeah. The AI was assisting the human right. And now the humans are assisting the ai. That's what's happened in the last...  [00:22:11] Jason: that may be the future of all of our roles. [00:22:12] Jason: So,  [00:22:13] David: If you're not reading articles and studying up on this I think that's going to catch you by surprise pretty quickly. Yeah. Learn how to write prompts. I'll tell everybody right now. Yes.  [00:22:21] Jason: Yeah. Interesting. So, now what about this, you know, there's the uncanny, you know, sort of stage where people get a little bit nervous about AI and what do they call it? The uncanny valley or something like this, or right where it gets, it's so close to human that it becomes creepy. And there's some people that have fear about this, that are concerned. You're going to have a lot of late, you know, adopters that are like resistant. "I'll never do ai." [00:22:49] Jason: What would you say to somebody when you get on a sales call and they're like, well, I'm really nervous about this AI stuff, you know, and they just, they don't get it.  [00:22:57] David: Yeah.  [00:22:58] Jason: I'm sure there's people listening right now. They're like, oh man, AI is going to kill us all and it's going to take over the world and it's going to take our jobs. [00:23:05] Jason: And they think it's evil.  [00:23:06] David: Yeah. Yeah. I, and you know, I really want to hear that fear and I want to like, again, have empathy towards that. 'cause I do understand that fear of change causes people to get... Change in general. Yes. Right. It's like, whoa, I like everything the way it's going to be. Right. And we are historically in one of those phases of like, you know, the industrial revolution, the renaissance, like the automobile from horse. [00:23:34] David: Like, this is what is taking place. This is, this will be written down in history. It's massive change. It's a massive change. Massive. So what I would say to them, and not to, not from a way of fear. But to inspire them is there are a lot of hungry entrepreneurs out there that are embracing this head on. [00:23:57] David: Yeah. That are pushing the boundaries and the limits to be able to bring insights and customer service to their clients at a much higher level. And if you want to compete in this new AI economy. I would definitely encourage you to understand and get in and start investing in yourself now. But understand that investing in AI means having some pain threshold. [00:24:21] David: Like you got to get in, like you, you need to be able to give the feedback. You need to understand that if it falls short, do you have to be able to give it the time and the energy and the reward and the payoff of what I'm seeing for property managers who've embraced that when they're sitting there and they're going, I don't touch maintenance at all anymore. Yeah, it's wild. Right? And those are the people that in the beginning of this relationship, and there's a few that come to my head, are the ones that were sending me emails constantly saying, David, this is failing me. I believe in this, but this is failing me. And as my technology partner, I know that you're going to help us get this better. [00:24:58] David: And there is, you know, I have this word down that struggle equals great con conversation, right? Like, and so they had a struggle and that opened up a great conversation and because of that, their technology and the technology is getting better. So yeah, I think that from a personal point of view in this industry, one thing that I want to solve with AI is I think that we can all say that over the past 15 years, we've probably yelled at a lot of vendors or yelled at a lot of VAs or yelled at a lot of people. Let's start yelling at the ai. And then hopefully that the AI will actually eliminate the need for us to ever have to yell at anybody again because it knows us. [00:25:36] David: Yeah. It never fails us.  [00:25:38] Jason: You know? It really is amazing. I mean, your company is creating freedom for the business owner from being involved in maintenance. Yeah. Really?  [00:25:46] David: Yeah.  [00:25:47] Jason: And it just, and they get used to that pretty quickly. Like maintenance is just running and they're like, yeah. It frees up so much head space for them to focus on growth. [00:25:56] Jason: It gives them a whole bunch of like just greater capacity. Yeah. So they feel like, yeah, we could handle adding any number of doors now and we know we can still fulfill and do a good job.  [00:26:07] David: Yeah. Fixed cost scaling. Right? That's a term that we came up with is now that you know that I have a price per door that will cover all my maintenance. So if I went in and brought on 75 doors, I know that I don't have to go out and hire another employee. The system just grows with it and I know exactly what my margin is for all those doors. Right. And as we know previous, before fixed cost scaling a property managers is like, I have enough people. [00:26:32] David: I don't have enough people. Someone quit, someone didn't quit. My profit margins are good. My profit margins are bad. Yeah. And now with these AI tools. You know, you have your front desk employee, you have your maintenance coordinator, you have these fixed cost scales, and now somebody calls you up and says, Hey, I want you to take on 25 doors, and you're like, I have the resource resources for maintenance, which is, we know is 80% of the workload already. I don't have to go out and hire another maintenance coordinator 'cause the system just grows with me, which is cool.  [00:27:00] Jason: So one of the things you shared at DoorGrow Live and you're our top sponsor for the upcoming... Can't wait for DoorGrow Live, can't wait to, so we're really excited to have you back so. [00:27:10] Jason: Everybody make sure you're at DoorGrow Live if you want. Our theme this year is innovating the future of property management. And we're bringing, we're going to be showcasing, innovating pricing structures that are different than how property managers have typically historically priced, that allow you to lower your operational costs and close more deals more easily at a higher price point. [00:27:30] Jason: We're, we'll be showcasing a three tier hybrid pricing model that we've innovated here at DoorGrow, and we've got clients using it. It's been a game changer. We're going to be sharing other cool things about the future hiring systems, et cetera. Right. So you guys will also be there showcasing the future. [00:27:46] Jason: One of the things you shared previously that really kind of struck me as you showed, you did some research and you showed the typical cost. Per unit that most companies had just to cover and deal with maintenance. Yeah. And and then what you were able to get it down to.  [00:28:03] David: Yeah.  [00:28:04] Jason: And that alone was just like a bit of a mind blowing. [00:28:07] Jason: Could you just share a little bit of numbers here?  [00:28:09] David: Yeah. So one of the first things that we had to do when we started way back in the day is figure out well. Like, like what's the impact of AI going to be us from like a cost perspective, right? Is it a huge change? And so we went out on a big survey mission and we were surveying property managers and asking them, what's your cost per door for managing maintenance? [00:28:30] David: How much do you spend every door to manage maintenance? Now the first thing is less than 1% of property managers knew what that cost was. Sure.  [00:28:37] Jason: Oh, sure. Right. Because, but then they got to figure out, oh, we got a maintenance coordinator and we've got these people doing phone calls and they cost this, and yeah, it's complicated. [00:28:45] David: It's complicated. So we built a calculator. Okay. And then people could start adding in that information out into the calculator, and the average person was around $13 and 50 cents a door.  [00:28:56] Jason: Okay. Okay.  [00:28:57] David: Wow. Right, right. So that was where the average person was, somewhere in the low twenties. Yeah. [00:29:01] David: And others were actually pretty good. Like, I'd say like, you know, some of the good ones that we saw were maybe around like, you know, 10, $11 a door or something along that line.  [00:29:09] Jason: They probably had a large portfolio would be my guess.  [00:29:12] David: Yeah. And also I think a lot of it's just like, you know, I don't know if they were still accounting for all their software and everything that they had. [00:29:19] David: Maybe they're not factoring everything. Yeah. No, I think if we really dug in, it'd be different. So now we know that, you know, the base package of what people are getting in. The average cost of what people are paying for 24 7 services that's emergencies around the clock is about $7 and 50 cents a door, right? [00:29:37] David: So right off the bat in AI's first swing, it said we cut the cost in half. Yeah. Okay. Right. So 50% reduction. I mean, to me as an owner, a 50% reduction in cost. That's like. You know, alarms and celebration going off, you know? For sure. And then, yeah.  [00:29:55] Jason: And that's, if everything just stayed the same, like it was still the same level of quality, cutting in half would be a solid win right there. [00:30:03] Jason: Yeah.  [00:30:03] David: Yeah. That's just like status quo stuff. And now what, with the release of the new Vendoroo product that, that's actually being announced here today. The email's going out to all of our existing clients of all the new features that are coming out now, we're starting to see that. You know that quality is now increasing to where if you were to go out and hire that person, you may have to be spending, you know, 55,000 or $65,000 a year. [00:30:29] David: Right? So now it's like saying, okay, if we can get as good as what these people are using for their VAs right, and we know what that cost is, and they're saying that's, you know, that's what their factors is. Well, what happens in the next six to 12 months when this is a seasoned person that you would've to pay $85,000 a year to? [00:30:45] David: Right. Yeah. And right, because they have knowledge of. Estimates and knowledge of vendor routing and knowledge of, you know, it can handle...  [00:30:53] Jason: you've invested so much time into them, so much attention. They know your properties and know your portfolio. They know the vendors. Like you've invested so much into this person that now they sort of have you by the balls so that they're like, Hey, I want 80 k or I walk.  [00:31:06] David: Yeah.  [00:31:06] Jason: You're like, you've got to come up with it.  [00:31:08] David: Yeah.  [00:31:09] Jason: Right. You've got to do it.  [00:31:10] David: Yeah.  [00:31:10] Jason: And you know, because that's not easy to create. And a lot of people, in order to have a good maintenance coordinator, they need a veteran of the industry. Veteran of industry. [00:31:19] Jason: They need somebody that's been doing this a long time.  [00:31:21] David: Yeah.  [00:31:22] Jason: And that's really hard to find.  [00:31:24] David: Yes. It's extremely hard to find as we know. One of the things that I think that we're doing for this industry is we're actually preserving knowledge that I don't think is necessary getting passed down. [00:31:33] David: Yeah. You know, there's a lot less people that I think are as handy as they once were in the Americas and so we have a lot of that knowledge. Like, you know, we know that the average age of an electrician is in the sixties, the average age of a plumber's in the sixties. And these guys, you know, they have wealth of knowledge that it can troubleshoot anything that's going on in a house. [00:31:54] David: And so to be able to try to preserve some of that, so maybe if a person does come in, you know, maybe there's some knowledge sharing along the lines. But let's take it even in another step forward Jason that in the future, you know, the AI is going to know the location of the hot water tank in that house. [00:32:10] David: It's going to then add it automatically to the system, like. It's going to know more knowledge than they will because it's going to have maps of every single property that's all currently sitting inside of, you know, that maintenance coordinator's head, right? And so it's going to, it's going to actually know more than them, you know. [00:32:26] Jason: Yeah. That's wild. Yeah, it is. Absolutely. It's the future. Cool. Well, you're rolling out a bunch of new features. You're announcing these today. You've told me a little bit, but why don't you tell the listeners what's changing, what's new, what innovations have come out? What are you guys launching? [00:32:41] David: Yeah. Exciting. Yeah. So, the biggest one I think is, which is the most exciting is, is Resiroo, which is the first one that actually handles all the communications with the resident and does the triage and troubleshooting. First one of what are you talking about? So we have our products. [00:32:57] David: So you have these AI tools, right? These agents. Right.  [00:33:00] Jason: And so, you know, every, so think of them like different sort of people?  [00:33:04] David: Skill sets. Yeah. Different person. Okay. Exactly. And so that's when you come and see our display at the NARPM conference, you'll actually will see these five agents kind of in their work desk and in their environments, kind of cool. [00:33:15] David: Okay. Able to see them right. So the coolest part about that one is we're doing a major product you know, update on that for not only the knowledge base, but we're actually turning that over to the company. We were talking about this a little bit before, and now they own their own AI agent and they can customize it into how they want it to ask questions or the type of questions and the mindsets when it's triaging stuff. [00:33:41] David: Triaging work orders for their portfolio. Like super cool. So fully customizable to your company, right?  [00:33:49] Jason: So now sometimes the more humans get involved, the more they mess stuff up.  [00:33:54] David: Yes. We make sure they don't mess it up. So everyone's going to learn how to write prompts and they'll submit it into us. [00:33:59] David: And we have a great team of AI engineers that when that knowledge base is written or what they're doing. We will ensure that it is put in so that it actually produces the desire outcome, right? Yeah. Yeah. So that's a very exciting one. The second one that I'm that I think is so cool, do you know that only 10% of all estimates get approved by the owner without one or multiple questions? [00:34:23] David: Because owners really struggle with trust when it comes to estimates. Like 10%. Like, that's a really bad number, I felt as the industry that owners only believe us one out of 10 times. Like that's the way I took that. Yeah. Right. And so, Owneroo is what I coined inside, is the estimate of the future. [00:34:41] David: That really was looking in understanding like what was, what questions was the owner asking when they were rejecting a bid that that we could proactively ask the answer for them to help guide them to understanding the value in this estimate that they're looking at in historical context of the property. [00:35:00] David: How many other people have experienced this issue? Like, like there's a whole bunch of factors that should go into an estimate and an estimate should no longer be like, here's a cost from Frank. Right? Like, like that was like, like that was...  [00:35:14] Jason: here's what Frank said it is. Yeah. Like that was like from the 1940s. [00:35:17] Jason: That's good. How do I trust that?  [00:35:18] David: How do I trust that? That was from the forties and we're still...  [00:35:21] Jason: how much went into this decision? Was this just out of the blue, like pulled out of your ass or is this like legit?  [00:35:27] David: Yeah. Yeah. What's the, you know, we live in a data-driven world, so what's the intellect behind this estimate? [00:35:33] David: And so I'm really excited about Owneroo, which is going to be the new standard for the way the estimates are created. We have the front desk agent which is coming out. So, that one is going to handle phone calls that are coming in, be able to talk about available listings, actual general questions about leases route phone calls over to property managers for you. [00:35:54] David: So again. Very human-like interaction, great AI voice. Actually. We feel it's going to be the best in the industry. So a person's calling in, just like they're calling your office able to handle all those front desk things. We, we have the PM chat, which is now the employee which is fully integrated into all of your systems. [00:36:14] David: It's in Slack. That's your employee that you get to talk to. We believe that if you're going to hire somebody, they should be inside of your communication channels. You have the Google Chrome extension that it's on right inside your AppFolio or your buildium or your Rentvine software that you can ask and talk to it. [00:36:31] David: So, yeah, so we have a lot of exciting products that have come out. And then of course the backbone of all of them in the middle is Vendoroo, which handles all the scheduling, all the communications. You know, a resident asks for an update, responds to them, an owner asks for an update, it responds to them. [00:36:48] David: And you know, it handles actually the body of the work order. So you have those five tools, we believe are what the property management industry said. If you are going to give me an employee, this is what the employee has to be. This is what makes up that employee. So we say that these tools, these agents were actually built by the property management industry. [00:37:08] David: And that excites me because if you're not building AI tools from working with your partners, from being on the ground floor with them and using the data and building tools based upon the data and their pain points and their failures, buyer beware. If somebody's coming to you and saying, Hey, we figured this all out in the lab. [00:37:25] David: Come use it. Yeah. Right. Buyer beware.  [00:37:29] Jason: Yeah. So you guys connect with Slack. They can communicate through Slack, but it slack's a paid tool. Have you guys considered Telegram? I love Telegram Messenger.  [00:37:37] Jason: Alright. Could you do that? Write it down. Telegram Messenger is like the iMessage tool that works on every device. [00:37:44] Jason: It's free. It's one of the most secure, it's not owned or controlled by Facebook. Like, WhatsApp, like, yeah. But WhatsApp might be a close second, but we use Telegram internally, so I love Telegram.  [00:37:58] David: We'll definitely take that into, into consideration for sure. Yeah, check it  [00:38:02] Jason: out. Because I, what I love is the voice message feature and I can just listen to my team and others at like high speed, but internal communications and it's free for everybody, which is great. [00:38:12] Jason: So, yeah.  [00:38:13] David: Yeah. I think a lot, for a lot of people it was like you know, who was Vendoroo in the beginning and Vendoroo was like the team of like people that were trying to figure out like how is AI going to work in this industry? [00:38:26] David: How is it going to solve the needs of our property management partners? And this is why I say to everybody, if you thought about Vendoroo, if you came in and the experience wasn't great with Vendoroo, if you're one of our existing clients that has been with us and you're and you're still moving forward, and we thank you so much for your dedication to this, the Vendoroo product, everything that we've done, everything that we worked at is being showcased at the NARPM broker owner. The email's going out today. This is who Vendoroo is. We are a team that is a technology partner for the property management industry that is helping building meaningful AI tools, specifically by demand, by our industry to help us show value and to preserve this great industry. [00:39:09] David: For the future in this new AI economy, right? Like we need to step up. We have clients that are adding doors left and right because they're showing their clients that they use an AI maintenance system and their clients are like, this is what I expect from a property management in this community. [00:39:24] David: Right? And again, Owneroo, that estimate, we believe that in the future. Like, like owners are going to say like, I'm not approving an estimate unless it's like the estimate of the future, right? Like, like that's the new standard. So you got to know what the new standards are and you got to get technology that are going to help you compete with those new standards that will be in your community and are will be in your community in the next week, the next two weeks. [00:39:46] David: And definitely some really cool products in the next six months.  [00:39:49] Jason: All right. Well, yeah, I'm really excited to see what you guys have been able to create so far. So yeah, it's pretty awesome. Yeah. All right. Well David, it's been awesome having you on the show. Sounds like you guys are really innovating the future. Everybody come to DoorGrow Live. David, are you going to be at that one? I will be there. All right, so you can come meet David in person. [00:40:08] Jason: We've got some amazing people that are going to be at this. We've got technology people. There's a gentleman there, one of the vendors they created another really cool tool, but he had a hundred million dollars exit, you know, in a previous business, like there's really amazing entrepreneurs and people at this event, so come to DoorGrow Live, get your tickets, and if you do, we have just decided that we're going to give out to anybody that registers. [00:40:34] Jason: You can pick from one of our free bonuses that are well worth the price of the ticket. Or coming or anything in and of itself, including our pricing secrets training that goes over a three tier hybrid pricing model or our sales secrets training, which goes over how we're helping property managers crush it and closing more deals more easily at a higher price point. [00:40:55] Jason: And reputation secrets, which are helping our clients get way more positive reviews by leveraging the psychology and the law of reciprocity and getting the majority of their tenants in order to give them positive feedback online. Maybe some others. So you'll be able to pick from these bonuses one of these that you might like and that's our free, most incredible free gift ever that we'll give to each person that registers for DoorGrow Live. [00:41:19] Jason: So.  [00:41:20] David: Cool. Awesome man. Always great to see you. Looking forward to seeing you at DoorGrow Live and love that you guys are working on pricing because AI is going to make people think different about pricing. It's going to be way more efficient, so you guys are ahead of the curve on that. Great job, Jason. [00:41:33] Jason: Awesome. All right, so how can they check out Vendoroo, David?  [00:41:36] David: Just visit, Vendoroo.ai, go to the website, request a demo with one of our great sales reps, and yeah they'd love to help you out. See all the new products, see how far it's come. And again, we thank everybody from the bottom of our hearts for all their effort, people who've tried us out. [00:41:52] David: Come back and see what you built and yeah. Come check us out at Vendoroo.  [00:41:57] Jason: Got it. Go check out Vendoroo, it's vendor. If you know how to spell that, V-E-N-D-O-R-O-O dot A-I, go check it out. All right? And if you're a property management entrepreneur, you want to add doors, you want to make your business scalable, you want to get out of the day to day, you want to increase the capacity so your company could easily handle another 200 plus doors without having to make any significant systems changes, reach out to us at DoorGrow. We will help you figure it out. So until next time to our mutual growth. Bye everyone. 

If we look at the idea of reactivating your client base in as many ways as possible, it means interacting with the people who have spent the money with us and doing that at a personal level, building the relationship, that's about the best thing we can do. David: Hi, and welcome to the podcast. In today's episode, cohost Jay McFarland, and I will be discussing reactivating your client base. Welcome Jay. Jay: It's good to be here. You know, it's funny. I hear this everywhere I go now. If I watch Shark Tank or anything else, I hear this term CAC. You know, what is your CAC? And it's your customer acquisition cost. And I have to believe that your CAC, for a customer you've already worked with, has got to be lower than trying to bring in a brand new customer. Am I right? David: Oh, absolutely. And I think instinctively as business people, we probably already know this. We've probably heard it a hundred times, but the purpose of this discussion is not to have you hear it again. The purpose of this discussion is to ask, “are you doing this?” And if so, how well are you doing this? How much better could you be doing this? Because as you pointed out, once you've invested that money to acquire a customer, now you want to be able to leverage that relationship as much as possible to provide them with additional help, additional solutions so that you can generate the revenue. They can get the results they're looking for, and you're not spending more money to attract people. You're able to just expand the relationships that you have with the people who you've already acquired that first time. Jay: Yeah. And I think it's disappointing if you spent that money for customer acquisition and then you don't have a system to retain them or keep them online. And so now it's almost like you're spending the same money twice. If you're trying to get them back again. David: Right. Yes. And so when we think about reactivation, there are a couple of aspects to it. One is just people who haven't bought from you in a little while, to touch base with them again, to reengage those people and to see what they want, what they need. Essentially, requalifying them to find out where they are in that process. Are they ready to buy more things? Do they have a date in mind when they want to buy? Are they ready to go now? Or are they just not ready to do anything? Are they sort of disqualified for the moment? Are they unresponsive to you? Because they'll generally fall into one of those five categories. They're either ready to buy. They have dates in mind when they want to buy. They're open to the idea, but not sure when. Or they're disqualified, or they're not responsive. When you are able to go back and sort of requalify your existing clients, you can reactivate the ones who are ready to go now. You can schedule the ones who know when they want to go next. And the ones who are generally receptive, you can just stay in touch. Jay: Yeah. Or what about the ones who were disappointed, but they didn't take the time. Right? So many customers will never tell you that they had a bad experience. They just move on and… David: Yeah. Jay: you had no idea. So you're not improving your customer service and your chance of reviving that customer is very low. David: Yeah. And that's an excellent point, too. Because as you indicated, if you don't know that, but you're reaching out to them to see how you can help next, and you find out about that problem, then at least you have the possibility of restoring the relationship, if not doing anything about the previous order. Jay: Yeah. So what are we talking about here? Like good drip campaigns? Is that kind of where you would start? So you're in constant contact? What do you think is the best way to go about this? David: Well, I do think it starts with engaging your people. You can engage your people in a lot of different ways. It can be done via email with a drip campaign.

Last week's Monday Morning Memo included a photograph of a diamond pendant and the promise of a $1,000 cash prize to whoever could use AI to write the 60-second radio ad that would sell the largest number of that pendant for Valentine's Day.I was given that photo by a jewelry client. In a moment we will look at the 60-second radio ad I wrote for the client before I issued the AI prompter challenge. But first, here are 10 things I have learned from the advertising results (and lack of results) I have seen during my 40 years as an ad writer.The most effective ads don't sound like ads.Most jewelry ads are filled with cliches and schmaltz.The Large Language Models used by AI are educated by the most often used phrases.This is why jewelry ads written by AI are filled with cliches and schmaltz.Most of the ads written by AI are better than what the average citizen would write.The average citizen has not received specific data about the results delivered by each of the thousands of ads they have written during the past 40 years.My challenge to AI prompters included a photograph of the pendant, but none of the ads written by AI were specific to that pendant.Specifics are more persuasive than generalities.The non-specific ads written by AI sold only the idea of a diamond pendant; an idea that can be fulfilled by any diamond pendant sold by any jewelry store, anywhere.Advertisers who use these “generalized” ads are not advertising for their store alone, but for all their competitors as well.Q: Would the AI radio ads “work”?A: If what you mean is, “Would they generate a result?” Then yes, but that result would not be the highest and best use of your ad dollars. Not by a long shot.AI is great at a lot of things, but effective ad writing is not among them.Radio cannot reveal visual images except in the imagination. That's what makes radio the perfect medium to deliver this ad. It is the radio ad I wrote to sell that specific pendant:JACOB: David, have you seen it?DAVID: Oh yes! I've seen it.JACOB: What did it say to you?DAVID: There is only one thing it CAN say.JACOB: Sometimes an artist will say something incredibly specific without using any words at all.DAVID: We've all heard music that can tell a story without words.JACOB: And we've all seen paintings that can tell a story without words.DAVID: But this time a jewelry designer did it.JACOB: The moment you see it, you know what it is saying.DAVID: I understood the message immediately.JACOB: [slowly] “The long and the short of it is we're in this together.”DAVID: “The long and the short of it is we're in this together.”JACOB: It has wit, and whimsy, and humor, and warmthDAVID: and commitment.JACOB: It made me smile when I saw it.DAVID: Me, too.MONICA: [SFX cell phone ring] Hello.SARAH: Did they see it?MONICA: Oh yes, they saw...

As part of the 2024 Prostate Cancer Patient Conference, Dr. David Oh presents on the use of immunotherapy as a treatment in advanced prostate cancer, including describing how immunotherapy works, possible side effects, and options available currently. Series: "Prostate Cancer Patient Conference" [Health and Medicine] [Show ID: 39770]

As part of the 2024 Prostate Cancer Patient Conference, Dr. David Oh presents on the use of immunotherapy as a treatment in advanced prostate cancer, including describing how immunotherapy works, possible side effects, and options available currently. Series: "Prostate Cancer Patient Conference" [Health and Medicine] [Show ID: 39770]

As part of the 2024 Prostate Cancer Patient Conference, Dr. David Oh presents on the use of immunotherapy as a treatment in advanced prostate cancer, including describing how immunotherapy works, possible side effects, and options available currently. Series: "Prostate Cancer Patient Conference" [Health and Medicine] [Show ID: 39770]

As part of the 2024 Prostate Cancer Patient Conference, Dr. David Oh presents on the use of immunotherapy as a treatment in advanced prostate cancer, including describing how immunotherapy works, possible side effects, and options available currently. Series: "Prostate Cancer Patient Conference" [Health and Medicine] [Show ID: 39770]

Maintenance is often the most challenging area in a property management business. What if you could automate your maintenance workflow with an in-house, expert AI maintenance coordinator? In this episode of the #DoorGrowShow, property management growth expert Jason Hull sits down with David from Vendoroo (formally Tulu) to talk about AI maintenance coordination and how it could revolutionize the property management industry. You'll Learn [05:25] The AI Revolution [10:51] What can AI Maintenance Coordination Do? [20:58] How Vendoroo Handles Work Orders [27:56] Why You Should Have in-House Maintenance [37:30] Where do Humans Step in? [41:37] Handling Worst-Case Scenarios Tweetables “Property management is a very human business. It's a very relationship-driven business.” “Is it scalable? Is it burning you out? Is it pulling you away from other duties that you need to be? Are you spreading yourself too thin? Great questions to ask if you have growth objectives.” “Residents don't want to talk to a computer. They want to feel that they have a connection to their property manager.” “The first offense creates a little crack between the relationship. The second one, you're losing trust with your owner.” Resources DoorGrow and Scale Mastermind DoorGrow Academy DoorGrow on YouTube DoorGrowClub DoorGrowLive TalkRoute Referral Link Transcript [00:00:00] David: Even people who had in house maintenance coordinators or VAs, good ones, always still feel that they needed to second check all the work. And now when they're seeing the justification and they're seeing the education behind it, they get this sense of like, I can let go. You know why? Because this system is doing maintenance exactly the way that I'm asking it to do maintenance. And they feel that now they're actually back in control.  [00:00:24] Jason: Welcome DoorGrow Property Managers to the DoorGrow Show. If you are a property management entrepreneur that wants to add doors, make a difference, increase revenue, help others, impact lives, and you are interested in growing in business and life, and you are open to doing things a bit differently, then you are a DoorGrow property manager. DoorGrow property managers love the opportunities, daily variety, unique challenges, and freedom that property management brings. Many in real estate think you're crazy for doing it. You think they're crazy for not, because you realize that property management is the ultimate high, trust gateway to real estate deals, relationships, and residual income. [00:01:05] At DoorGrow, we are on a mission to transform property management business owners and their businesses. We want to transform the industry, eliminate the BS, build awareness, change perception, expand the market, and help the best property management entrepreneurs win. I'm your host, property management growth expert, Jason Hull, the founder and CEO of DoorGrow. [00:01:25] And now let's get into the show. All right. So today I'm hanging out with David Normand and Reza Keshavarzi. Did I say your last name right?  [00:01:36] David: We always say it sounds like the great sauce that you would put on a steak. Keshavari. So delicious. [00:01:41] Jason: All right.  [00:01:41] David: Yes. Cool.  [00:01:43] Jason: So David and Reza are from a company called Tulu, which we'll be getting into, which I think are probably revolutionizing maintenance related to AI and our topic today, we're going to be talking about AI and maintenance coordination, maybe getting into some of the current maintenance challenges, what AI could help with, what should be automated, what shouldn't be automated because I think that's a very important thing to cover and how to turn maintenance into a profit center. Before we get into that, why don't we get into some background? So David, why don't you give us the journey? How did you two get into this? How did you event like, how did you start your journey in the property management space? [00:02:24] David: Yeah, great. It's crazy to think about it. It just all started probably about 15 years ago. Like many of you, started a property management company with a buddy of mine. I remember we started off with 80 doors. Got our 1st client, was excited. He left his job at Verizon. I was actually in the banking industry, bidding on subprime auto loans and the 2008 crash happened. And so we all knew what happened after that. And so anyway we actually had some tremendous success and in just over four years we added over 600 doors. Which was a phenomenal growth in our market. And we had a lot of people going, "Hey, what's your secret sauce? what are you guys doing?" Right. And the reality was, is that we just cared, right? We cared harder. We had fiduciary duty. And all of these owners were leaving their other property managers and saying, "Hey, Maybe these guys have it figured out," and we were getting conversions and our close rate was like 80%. [00:03:13] It was really crazy, but something happened and just like many of us, owners started getting frustrated feeling like, the magic was wearing off because at the end of the day, no matter how hard we worked. Those owner statements and those maintenance invoices at the end of the month, I realized were the main source of friction between those long lasting relationships and the same reason why somebody left that previous property manager to come over for the hope of more transparency and maintenance was the same issue that we ran into. [00:03:41] Right. So that led me on this journey of trying to figure out, how do we standardize our fiduciary duty to owners when it comes to maintenance and help them bring transparency and education and understanding to what I feel is really the cornerstone foundation of what a great relationship is? Because no, the building can be full, the mortgage can be paid, but those maintenance bills still come in and there's still the questions.  [00:04:06] "Why does this cost this much? So I had some great opportunities to work went on with Fannie Mae helped them manage their rental portfolio, but still in the back of my head, wanted to try to solve this issue. And all these years later, I get a phone call from somebody that said, "Hey, you need to meet this guy, Reza. He's in the HOA industry. And he's seen a similar issue with lack of transparency. And I think that you guys are trying to solve the same issue. Hey, why don't you meet up?" And I'll, and I'll preface this. This was the fourth introduction to a guy in a fourth type of tech or a company that we try to part with. [00:04:40] And it just shows you the journey of an entrepreneur. Like you never know when that right connection that's going to align with your passions, resources, and understanding happens. And I actually had three other techs that didn't work out before. And I didn't want to bring them to market. [00:04:52] Right. So that's our story. We got introduced to each other and the synergies have been fantastic. And I'm really excited to talk about what we're doing here in the space. So it's been a crazy journey. It's been exciting. Maybe one day I'll write a book down the road about all the things not to do. [00:05:04] Jason: I think every entrepreneur that has a little bit of success could write that book. I'm sure. So cool. David, where do you think we should start? Like there's a revolution right now, this AI revolution, like it's AI everywhere. And and it's moving fast.  [00:05:21] David: Yes.  [00:05:21] Jason: Like really fast. [00:05:22] And it's a bit crazy. And. Everything's changing. There's a million software tools and companies coming out. Maybe AI is making all of them. I have no idea, but like...  [00:05:31] David: 85 percent of all content written online is written by AI these days. So yeah, definitely.  [00:05:35] Jason: Right. There's the fake internet theory that like the majority of the traffic and communication and comments on the internet isn't even real. So it's like we're walking around this fake ghost town online. And we're consuming content and we're like none the wiser in a lot of instances. So my quick take, for those listening, as we're going through this AI revolution, it's exciting. There's a lot of change happening. [00:05:57] We don't want to be left behind. We want to make sure we're paying attention to what's new, what we can use. Everybody's probably used chat GPT once or twice or keeps hearing about it from other people. "They've got a GPT, that thing that you use." Yeah. I used it this morning, right? Like I was trying to figure out something in my Chevy Tahoe. [00:06:15] And I was like, "how do I do this thing in my Tahoe? Like, can you just tell me?" And it can collapse time, but sometimes it's not useful. I think my take on this is that human interaction is going to be a premium. It's going to be at a premium. It's going to be something that really sets people apart because we're moving away from humanity to some degree by leveraging all this tech and AI and all these tools and property management is a very human business. [00:06:43] It's a very relationship driven business. And and I think we'll get into this today. We want to be careful of using technology where we shouldn't or trying to trick people. "Well, look, I'm pretending like it's me, but it's AI. Haha. I tricked you." And what's funny is there's little indicators, like, and we know that this stuff's being used in a lot of different ways, like governments are using this now, like, we don't even know what's real on the news or what's like deep fakes or AI, like they're showing people's like doing interviews and people are zooming in and noticing their rings are disappearing and like weird stuff, right? [00:07:20] David: Yeah.  [00:07:20] Jason: And stuff's going viral on like the internet. And so we're living in this world where we're super skeptical and we wonder if anything's real.  [00:07:28] David: Yeah.  [00:07:29] Jason: Sometimes people are even asking, like, is this AI on a phone call?  [00:07:33] David: Yeah, well, you can't tell the difference now. I'll tell you, our tech team and AI guys they actually played around with me a little bit and they actually use my voice and had me doing work orders and no one could tell it was them. [00:07:44] Not me speaking and giving triage and doing that type of stuff. And I actually I tested it with my wife and I sent her a message over it and she didn't even blink an eye. Didn't even blink an eye. It was crazy. It was that first like aha moment that really when we talk about our fiduciary duty to our clients and ourselves about the power of this and where it's going, right. [00:08:01] And to that point. So when it comes to AI, I think people need to understand that really, the way that we look at chat GBT to me is just the new Google, right? It's Google on steroids. Okay. And so, yeah, for sure. Do we use some chat GBT to understand like, how to write the perfect sentence structure? For sure. [00:08:18] But the cool part about this, Jason, is that what we're doing is: how do we use these models in this education that teach it about fiduciary duty to your owners? That's what gets me excited, right? That's what gets me excited to understand and to think intelligently and to think with thoughtfulness to the owner's pocketbooks when it's considering a decision of how to dispatch for maintenance, right? [00:08:42] Like, isn't that what we're all looking for? That we need a system that every work order that comes in that it goes to a expert maintenance coordinator that we know what that costs. I'm talking expert maintenance coordinator, a person's been in this job for 15 to 20 years that you can send a work order to and they don't make an error. [00:09:00] They're intelligent. They're able to educate, they're able to be client facing. Like there's a real skill set there if you put that on a CV for somebody, right? But that's not what this industry is filled with. Actually, this industry is filled with individuals who are under pressure to find the most affordable maintenance solutions and the most affordable ways to try to find people to run those maintenance solutions. We're allocating the least amount of resources to handle what I consider the highest probability of owner dissatisfaction in the property management relationship with the owner, right? So I have a VA who's 2000 miles away that's responsible for spending a thousand dollars in my owner's money. [00:09:38] And there's all types of potential errors and things that are happening as a result of that. So the way that we look at AI and actually in our business, we just use the word smart a lot. And we try to use that word, that intelligent instead of artificial. Because you know what? There is a lot of human input that has gone into this to teach it how to be smart and to teach it how to consider the fiduciary duty. [00:09:59] So at the end of the day, I would encourage all the listeners here that are going on this journey with us today to understand, not to be skeptical, how to maximize its value, right? And that's really what we're going to be focusing on today and to show you how we're maximizing its value to help us achieve what we call our dream outcome when handling maintenance. [00:10:18] Our dream outcome is as a property manager, I'm starting a company or I'm looking to grow, or I'm hitting those next growth objectives, or I'm looking for ways to be more profitable. What is my dream outcome? And that all circles around having an expert maintenance coordination in my office that is reducing trips costs and considering the fiduciary duty to my clients. [00:10:40] Right? So that's what we'll talk about here today and how we're using AI to achieve that.  [00:10:43] Jason: Got it. Well, let's get into it. So what can AI do and what can't AI do? Like, well, specifically what can Tulu do and what can't Tulu do?  [00:10:54] Where's the line drawn?  [00:10:55] David: Yeah, that's a great question. [00:10:56] So first of all, I always tell everybody this out of the beginning: we are not an outsourced maintenance coordination solution. We're not an outsourced company. Yeah. We are not a vendor. Okay. We're not bringing vendors to your marketplace. Okay. Tulu is your expert in house maintenance coordinator. [00:11:13] So if you're thinking of "I'm hiring a maintenance coordinator" or "I'm building a property management and I need a maintenance coordinator," you now have that. That's that ability to add this onto your software, your system. It's a simple plug and play. You get to remain inside of your portal, you don't have to leave it. [00:11:30] There's not another new portal, all updates, all things are pushing to Buildium and we're pushing to Appfolio. That was a big part of it. There's no new app for the vendors. There's no new app for the clients because we know what's important for them to live inside of there. So what can it do? Well, first of all, it's a leader. [00:11:43] Okay. And being a leader means that it is going to use the information that we capture about your company to lead your VAs, to make expert triage decisions that always consider your fiduciary duty to the owner. So let's give an example right here to break that down. Right. Say a hot water tank comes in. [00:12:03] Okay. Hot water tank's leaking. Okay. First thing it's going to want to understand is what time of the day is it and where is the hot water tank leaking from?  [00:12:09] Jason: Okay.  [00:12:10] David: And then it's going to determine based upon the location of the hot water tank, the type of the hot water tank, which type of vendor at which time is the right one to send out. That is the most cost effective that has the greatest probability of resolving that issue for the best price and meets the satisfaction of the resident. Right. Now that was a mouthful right there. Okay. And if you think about all of the potential errors and data points and things that are involved, the smart maintenance coordinator considers all those and it brings out a triage and it tells the VA "here's the pieces that you're missing. Here's the information that I need. And here's what my suggestion is for you to move forward." So it's amazing at being a leader. And then it's amazing at being an expert about creating communications for the resident and to the vendor to direct them. And then it's also an educator and at the bottom of every work order. [00:12:58] And I hope to be able to show some people it's really cool. We don't believe in just telling people what to do. We should educate them and tell them why they're doing what they're doing. Right. So imagine if you had the best expert maintenance coordinator leaning over the shoulder of every VA that you have standing there and telling them every work order, every time, here's what to do, here's how to do it, and here's why you're doing it. Right. And as a result, we're finding that VAs that come over that are dedicated to the account in two weeks, they're educated. And in six weeks, the majority of them are executing as a high level maintenance expert within six weeks. Of after sitting down and learning the training system, because just as much as it's leading, it's also training and educating. [00:13:38] That is a wow moment for somebody who's been in the space, who's been here for 15 years, managing hundreds and hundreds of people for government entities and stuff and understanding the amount of time and effort and training that goes into somebody. And then all of a sudden they come and they tell you, "Hey, by the way, I got a new job. Thank you for all the training. I'm going to go make $30,000 somewhere else," right? How many times has this happened to me? Hundreds of times, right? And so that's a big part of what we're solving here.  [00:14:02] Jason: So in order to be effective and operate as an expert maintenance coordinator so that your VAs that don't have this knowledge can function as if they have this knowledge, then this has to be programmed, right? Maybe it'd be helpful for, the viewers or listeners of this podcast to find out what are all the inputs that go into this? What did they have to provide and what do you guys provide, so this AI, they can trust it? [00:14:29] David: Yeah. Yeah. Great question, Jason. So first of all, I want to put it on point two to make an emphasis that in this journey that we're all learning about these smart technologies and AI, there's still a big part of human component, right? [00:14:38] And it's like when you chat, when you write something in chat GBT, like you just don't send it without looking at it. Right. You're reviewing it and making sure it's still saying that you want it to say. Right. So everybody rest assured this thing is not, living on its own and there's checks and balances. [00:14:51] But the onboarding on average takes 30 to 45 minutes. Okay. And one of the things that we did is number one is, when it comes to triaging and best practices, there's literally probably about 500,000 work orders of data points that it's considering. And it's an expert in that thing that's saying, "Hey, listen, this is how you should handle every work order that comes in because I've seen this, 20,000 times, and this is the best outcome." [00:15:18] Right. But then what it does is it allows the property manager to talk in natural language. Like you want to talk like a robot. We don't have to write weird code. Just say things. "Hey the owner of one, two, three main street really loves Tom." Tom works on his properties. Comes in 123 main street comes up. It understands what Tom's capabilities are. And it says, "please use Tom to use this." The owner prefers that Tom works on his properties. They have a great relationship. Cool. And so those little tidbits for example, if the heat goes out in unit number one, understand that access has to be in unit number two basement to the HVAC unit, right? [00:15:52] So that's good to know, but why is that important to know? Because most VAs would make a mistake. They say there's no heat. They don't check property notes. They send out the plumber. Plumber is knocking on the door at unit number one. Person says, I don't know where the HVAC unit is. Tenant next door is not home. [00:16:06] Now you just charge your owner for 250 emergency call to go out. The resident still doesn't have heat. They think that you're unorganized. It shows you're unorganized on your owner statement because there's two invoices. "Oh, no, wait, you want to cover that? You're unorganized." So you just ate 250 that you're already not marking up on maintenance and you do that 10 times a month. [00:16:25] Okay. And that's what's going on.  [00:16:27] Jason: And this is where then the owner's like, "I might as well just do it myself because I know everything and it's in my head." So how did they get all of that out of their head? All the little things they know about each property, each multi unit property, what's in the basements, what's..? [00:16:40] David: We have a cool onboarding process. And again, most times about 30-45 minutes, they sit in, it's called building your AI co pilot. Actually, a lot of people dig it. It's cool. It's a cool process. And we will be first, we go into your system and we're able to pull out all your work order data and it organizes all your vendors, and we can tell who all your vendors are and what you're doing based upon the work order types. [00:16:59] We can tell if you're a preferred guy is here. Number one guy is, "Hey. This guy always seems to be working on these properties." So there's a lot of information that we gather. And then you just come in and you're like, "yeah, he's my primary. He's my secondary. Oh, here's this little information about this property." [00:17:13] So you really don't have to get like, like crazy. Like, like, the mailbox is located, like. You can add that stuff later, but in the beginning, it's just like, what are those important rules? I remember this one that really jumped out at me as impactful, a classic mistake, this owner had a lady living in the apartment for 35 years. [00:17:31] Okay, and she's getting old and one of the rules is that no matter what maintenance ticket comes in, "don't ask her to triage. Don't ask her. It's the tenant's responsibility. I love this person. Please send her out and just take care of her. Right?" What a great rule to put into your system that shows the owner that when that work order comes in, He's not getting a call from, and I forget what her name is. [00:17:51] And like, they're asking me to change my light bulbs again. And then he's like, I told you twice not to do this. And next thing he's looking for another property manager. And I always love that example of that rule. So that's what you're looking as far as the information you're giving us takes about 30 to 45 minutes. [00:18:03] For people who have anywhere between, 150 to 350 properties. If you start having, 500, 600, a thousand, I would definitely allocate up to two hours and onboarding for sure.  [00:18:13] Jason: Okay. That's really fast when it comes to rolling out a new technology. Yeah. It's ridiculously fast.  [00:18:19] David: Yeah. [00:18:19] Yeah. Yeah. Yeah. Extremely quick. So basically you have all this learning and understanding that's going into who your preferred vendors are. We know how to handle the maintenance work orders. There's no like integration that has to happen. And so as this triage is coming through, you're getting this expert level triage and you can add things down the road. [00:18:38] You can add it, but how to handle the work orders as we say, there's really nothing new in maintenance. What's new is: "what's the NT for the property? Are there any special conditions that we need to know? Right? What are your residents' responsibilities and what are you responsible for?" Once you have those four questions answered, how to handle the hot water tank, at what time to hit on the hot water tank, how to, how to repair this door, how to do that. [00:19:02] Those true principles of maintenance are true for everybody, if that makes sense, right? So, so that's a big part of the value that you get that You're hiring an expert maintenance coordinator. If you were to hire him, you wouldn't necessarily be telling him. "Hey, this is how you replace a doorknob." [00:19:18] He should already know that when you hired him. Right. So think of like it that way when you're considering us as a technology.  [00:19:24] Jason: So, a human maintenance coordinator, the challenge would be, there's no way they can remember every detail about every property, right?  [00:19:32] David: Yeah,  [00:19:32] Jason: it's not. Which means they would have to keep notes. [00:19:35] Let's say they've already got a decent amount of notes somewhere. Might be in the property management software, maybe they've got their own, I don't know, database of something. Is there the ability to pull in all that information?  [00:19:46] David: Yeah, a hundred percent. Yeah. To grab those notes out. A lot of people have the ability to export it. [00:19:51] They have a good note file or something like that. We get those, we take that information and it can just be pushed up into the system for sure. So yeah, the onboarding it, it can be, again, some people come in and say, "all I have is single family houses." Everything's pretty straightforward. [00:20:03] Other people send over an Excel list. "Here's my property notes at the property levels" and upload them. So that's the cool part where. You ingest into the system. There's not a lot of data, manual input. It's reading it and assigning it. And that's where we're using technology to help even improve the onboarding process that you talked about, right? [00:20:19] You think about people wear t shirts, like, I survived the Yardi onboarding process, right? Like, technology has come a long way to help improve that process, and that was a big part that we focused on.  [00:20:28] Jason: Yeah, that's wild. So once you've got them onboarded and they're in your system, the AI knows pretty much everything about the property, but maybe it doesn't, maybe there's some things it doesn't know. [00:20:41] And so work order comes up. You're working on something and it's still just in the property manager's head or it's still in the business owner's head or maybe they don't even know yet, but it runs there. It runs into an issue. It's like it has a question maybe, or it doesn't. It needs to know some more stuff. [00:20:57] I don't know. What happens in those scenarios? [00:21:00] David: Yeah, this is a great one. So, all right, so let's talk about the life cycle of a work order. Right. And let's everybody just understand that there still is a human component involved in this, right? Every property manager has a dedicated, we call them a remote team member, who's now this expert maintenance coordinator at the cost of a remote team member. [00:21:16] Now they're able to execute at a very high level. But there are going to be things that they're faced that they don't understand. So they have the ability to communicate with you one on one, or we also have this process internally that they have this ability to go, "I need a request from the expert in the loop" and the expert in the loop is you know, invoice review, complication that they're saying that the AI is not clear on them and it's asking for additional support. And so they can bump that up to individuals, myself, and there's other members of the team members that are big part of this and they can get expert level triage inside of there, to say, "Hey, listen, I'm facing with this vendor issue. They need 25 percent upfront. The job is only 500. I'm not understanding what to do here. The building is located and they're saying access is weird. They need to bring something in." There are complications that still involve human understanding. And so that expert in the loop solves that piece in there. [00:22:07] And also speaking of humans, we believe that residents and vendors still need to speak to a human. Okay. Super important. Okay. So the value that we have is that we're able to create expert level triage, According to their specifications and the training model and all the great things and the automation and the text messages that are written for them and the codes that are written for them the emails, all those things. [00:22:31] So, if we can automate at a very high level and free up our people to be able to provide support on the phone to the vendor on the field, or to actually talk to a resident, everybody knows this and I talk to everybody, guys, residents don't want to talk to a computer. They want to feel that they have a connection to their property manager and that when they call in, a lot of people have not even adapted technology for anybody who has, residents have been with them with a while and they're used to talking to Janet, they're used to talking to tell him inside and next thing you can say to them, "Oh, we have a new maintenance system. And by the way, you have to talk to the system." They're like, "okay. This is lame," right? Like, so that personal connection and we have a saying inside of the office that we keep your residents and your vendors within arm's length of you, right? It's communicating. They're using your property management name. [00:23:20] They're speaking on your behalf. This is an extension of your office. This is your maintenance coordinator. Don't think of this as a vendor. Don't think this is an outsourced maintenance solution that you're setting all your maintenance to some company that's sourcing vendors or bringing them in and doing every, this is your in house maintenance team. [00:23:38] So always consider that when you're thinking about Tulu, real people. In house maintenance coordinator just powered by AI enabled execute at a crazy high level.  [00:23:46] Jason: So, yeah. So how do tickets get into the maintenance system? Like how are they initiated? Do they still have to be answering their own phone calls? [00:23:56] Are they just putting it into their property manager software? And then Tulu is going to like start taking some action. What communication does Tulu facilitate or take over if we're going to be having still needing some humans to be in Tulu allows us to increase the amount of communication and care that we show. [00:24:13] Where do we draw the line? Like, where is Tulu stepping in and doing some communication and where do we need team members to be doing communication?  [00:24:21] David: Yeah. Yeah. Great question. So let's just go through the life cycle of a work order for everybody. I think that's what everyone really understands when they're all thinking about this. [00:24:28] Okay, let's give me a work order from start to finish. Right? So no change to your residents. No change to anybody. They log into their portal, Buildium, Appfolio, RentVine, whatever they're using. They submit a maintenance work order, that maintenance work order through their system is dispatched to the Tulu maintenance coordinator, expert maintenance coordinator. [00:24:46] All the magic is happening, all the triage, everything is taking place, and inside of the property management software, they're going to see. Work order.  [00:24:53] Jason: And is that dispatched through via email? API? Yep.  [00:24:56] David: Oh, yeah. Yeah. Just through email? Yep. Set up as simple. You can set it up as a maintenance coordinator and as the maintenance coordinator is set up and the email comes in and it pings out and that creates the work order and starts to process through the, yeah. [00:25:08] Yep. Cool. And then the property manager will see that the work order has been it's in triage on the status of their system. Then it's assigned, then the vendor will be assigned there. And then from there, the updates, when it's scheduled that we call it the who, what, and the why, right? [00:25:25] What's going on, who's doing it and what's being done to progress this for. That's a note. You're constantly getting those notes. Now, the cool part about this, Jason. is behind the scenes. All of those text messages and phone calls and emails that we call the noise that are between the residents and the vendors and everybody are all being captured in a system behind the scenes. [00:25:45] Right. Super value there, right? If a resident is a little bit upset about something or you have some questions, "Hey guys, can you hand me the phone call this one to show me the text messages," right? Communications are big part. So we capture all those communications inside there at any time that the owner of the property manager wants to pull them. [00:26:00] That's great. Then the work order is completed. The completion, quick question. So  [00:26:05] Jason: all this communication between tenants and vendors, unless they're using some sort of magical system That the vendors have to be in and that the tenants are logged into. And it's like seeing all this, how does Tulu capture that? [00:26:18] How does it know that the vendor is communicating with the tenant or the tenant? Okay. So it would be any point.  [00:26:24] David: Yeah. Good point. Any point that the the tenant. Is communicating or the vendor or just communicate with two of those. So if the vendor happened to communicate directly with the tenant, it would not capture that part, right? [00:26:34] That's their phone to phone with that part, right? So it's when the resident or the tenant is communicating with the maintenance coordinator. And as we all know, tenants and vendors love to communicate by text message, right? That's their number one thing to do. So, it's really cool for vendors too, because as we know, a bunch of vendors, they hate. "I don't want to work in another app." Vendors can take pictures from their phone. They can upload estimates from their phone. The estimate comes in and it's actually turned into this really pretty estimate because we know vendors estimates are notorious for being on the back of a paper and hand scratched, right? [00:27:06] So it actually creates into a brand new Tulu estimate. And so your owners get transparency into pricing and labor. And it's standardized and everything looks clean. And so yeah, vendors love it because they're not lazy, but they're busy guys. And instead of going home and trying to do a whole bunch of paperwork, they can now just generate an estimate, take a picture and shoot it right through. [00:27:22] So, yeah.  [00:27:23] Jason: Because the challenge that there's a lot of communication involved. And so usually to decrease the amount of communication, they're trying to figure out how do we get the vendors to just talk to the tenants directly to collapse time? But if you have AI, then my guess is that Tulu will still just act like that middle person because the vendor can communicate with them, they can immediately text you, then Tulu texts the tenant, then it's just doing it real time. [00:27:45] You don't have to wait on a human being in your office to like make this communication happen. So you're like, "well, we're so slow. Let's just get them to talk to each other." The AI is making this happen. Is that accurate?  [00:27:56] David: Huge point right here is, and man you really hit off the nail on the head on this one point here. [00:28:01] The amount of people that we are seeing that they're using vendors to perform triage in this space is actually alarming. Okay. Alarming. All right. Vendors should not be performing our triage. They should not be the ones trying to figure out what is going on. They're not our client facing people. Maybe some guys are good. [00:28:20] your in-house guys, goods or whatever. The majority of people are using this, right? The beauty of the system is: Do we have enough information that is captured? From the resident, the property manager that considers the needs of the owner to formulate the correct direction to the vendor so that they can show up with the resources that they need to fix the job the right time or show up educated about what they're there to fix. [00:28:41] Jason: So let's talk about this real quick. Like vendors should not be doing triage and why not? Like, like what are the obvious ramifications here? Well, vendors, that's like asking a surgeon if you need surgery, right? That's how he makes his money.  [00:28:55] "That's the solution is surgery. We should chop that out, like, let's cut that thing out and I get paid thousands and thousands of dollars."  [00:29:02] David: Or how about this one, Jason, on an owner's report. I see a cost for so many times you see a cost for a maintenance guy, "unable to resolve expert needed." well, why? Because the maintenance vendor was sent out to do the triage. [00:29:15] That's not fiduciary duty to the owner. If we had the right information, we could have avoided that one trip. So we have some really cool case studies. I'd love to show people that out of like 260 work orders, we have one right here, a client that signed up with us. And so out of that thing here let's see. [00:29:31] They completed 194 work orders. 17 unnecessary trips were canceled. Wow. Okay. 17 unnecessary trips and 15 of those work orders had an immediate reduction in price because they said that the wrong resource was assigned to that. So think about that. 17 different numbers.  [00:29:48] Jason: So if that, if they have an in-house maintenance team, you're decreasing your your cost deploying these texts, going out and doing stupid work, like significantly. If you are using third party vendors, then there's always an expense. If you're sending anybody out, unless you're like, go do a bid, or something like this, but that's costing the vendor, which they're going to be more frustrated with you. [00:30:09] So you're freeing that up or they're charging you for it. "Oh, well, if I go out, I charge, right?" Yeah.  [00:30:15] David: I'll give you an example. We just saved owner of a pad split property who wanted to replace the refrigerator. The request came in and they asked for three estimates, okay, to replace the refrigerator. [00:30:28] Okay, the suggestion came back that basically said in a nutshell, summarize this, "why are you sending three different appliance vendors who are all going to charge a trip fee to go look at a refrigerator when a Home Depot program should be used and the cost of refrigerator should be 860? To factor all those costs in, it would have been about 1, 400. I don't understand why you're doing this. Please explain, right?" Talk about fiduciary duty to the owner.  [00:30:51] Jason: This is why owners get frustrated and they're like, "I might as well just do it myself." [00:30:55] David: " Because I knew better. I would go to Home Depot. Everyone knows to order a refrigerator from Home Depot, right? Unless there's special circumstances." And now imagine this, and this is where we're going with this, Jason. At the end of each month, these owner reports go out to all these owners, and owners sit down and they call up the property manager, and we always hear people talking about this at every conference. [00:31:14] "Oh, I don't want to answer that phone call. I know what this is about, right?" And the property manager is scrambling at the end of the month to call the maintenance coordinator, dig into work order notes and justify why did this cost this much? "Explain this to me," right? So we have this really cool report that's coming out that basically, including in the property owner, It would let you know that, Hey, you had six jobs that were able to send a handyman this month. [00:31:38] Here's what's going on. You had two emergencies, two replacements, little asterisks that said, "Hey, this trip fee was 120. Why? Well, it required two people because there was a toilet that was being replaced on the third floor so they requested an extra hour of labor to be able to bring that toilet up because it was too like..." intimate details so that your owners are feeling like they're getting this like this whole transparency, unbelievable transparency, this report, the property manager doesn't have to waste at the end of the month, which I used to send away two to three days at the beginning of each month, just to answer phone calls and questions.  [00:32:12] Jason: Right. Yeah. It's like "why did it cost us much? Why?" [00:32:14] Like they can just see it.  [00:32:16] David: Yeah. "Why didn't you send Tom?" "Well, I did send Tom to snake the drain because it was clogged in the master bathroom. We set his limit at an hour. He used a 17, 25 foot power snake. And we said, if you can't get this done within an hour, then we need to send Roto Rooter." "Oh, I get that. You really did try to save me money in the beginning. Yeah. And Roto Rooter found that 35 feet down the thing was a clogged diaper or something like that." That's what owners need to understand. And to break that down in every work order is a tremendous strain on property managers and our system in V2 that's coming very quickly. [00:32:52] I was actually working on this morning. Those owner reports will be generated then if every month that explain intimate details about the thought process. and the costs and any decisions behind breaking it down into category for every maintenance work order type for their owners. Huge value. Imagine going to a client, a new client, and you're presenting against somebody else and they say, "Hey, how do you handle maintenance?" [00:33:14] And you pull that report out and you put it down on the table.  [00:33:16] Jason: You're like, "like this is the level of detail. Nobody else is doing this." The maintenance coordinator get on the phone every time and saying, "let me walk you through all these charges and why they happened and what did." And like, how many people listen to this right now? [00:33:31] I'm like, I know you're listening to this going, "if I never had to do that again, that would be the best thing ever. Ever. Like I've never had to have that uncomfortable conversation with the owner." Like it's all in there. It's all there. Like it makes sense.  [00:33:43] David: "Here's why we are your property manager. And here's the value that I'm giving to you in the transparency to maintenance." [00:33:50] That's a huge burden. It's a significant pain point. And we know this Jason, the first offense creates a little crack between the relationship. The second one, you're losing trust with your owner and they're beginning Googling "other property managers around me." The third one. You're just waiting for them to look and to go somewhere else. [00:34:07] So the relationship is falling apart. Right. And we are trying to know that  [00:34:11] Jason: You got a 600 door business in four years.  [00:34:14] David: Yes.  [00:34:15] Jason: Like, and so, and you have probably heard countless stories of people if they're switching companies, it's really rare that people switch companies. Usually things have to be pretty bad and maintenance that's in communication. [00:34:27] Those that's number one factors, communication and why people leave. And so this allows you to free up a massive amount of time so you can actually be on the phone with the people when you need to be on the phone and stop wasting time with all of these repeat calls, repeat requests, what's going on with this, and yeah, this would just save so much time. [00:34:44] David: Well, think about growth, Jason, right? So the three things that we're solving for, number one is we're protecting fiduciary duty to the owners, justifying maintenance costs and reducing the cost of expert in house maintenance coordination and making it scalable. Yeah. Okay. [00:34:58] So now if I can have an expert maintenance coordinator that I add to my office, there's a fixed cost to it. I can scale infinity and not have to worry about hiring and training and staffing and issues and all these problems in global, right? My fiduciary duty to my owners, I got reporting and transparency. [00:35:17] Maybe my property manager now, instead of being able to manage 250 doors, maybe they can manage 350 doors. Isn't that cool? Like that's where we're going with this stuff for sure.  [00:35:25] Jason: Yeah, it definitely would make a business as maintenance coordination, maybe infinitely scalable. So, okay. I know somebody that's listening, that's very detail oriented and their brain doesn't think like a spider web, like mine is going, "Hey, you guys never finished the example scenario because Jason derailed it." [00:35:43] And so we've got the maintenance request. It's come in.  [00:35:46] David: Yeah.  [00:35:47] Jason: So take, let's go back to that.  [00:35:49] David: Okay. Yeah. Maintenance request comes in the triage takes place. The information is gathered once the information is gathered, and it fills the requirements of what they believe is the right decision. [00:36:00] At that point, the scheduling takes place. Okay.  [00:36:03] Jason: Okay. So which pieces of Tulu doing?  [00:36:05] David: All of this.  [00:36:05] Jason: Okay. Okay.  [00:36:07] David: Okay. Okay. So then we're scheduling and then the work is completed. Quality pictures are received. If the resident is satisfaction, you have happiness received, vendors invoices received, and that's all uploaded into the system. [00:36:20] And then at that point, the property manager can pay the vendor directly if they have a great relationship and maybe they want to pay them in whatever way they do. A lot of people like paying their vendors, that's fine. Or they can reimburse the Tulu system. If they just want to pay one vendor for the rest of their life, and then Tulu will pay the vendor for them directly. [00:36:38] So it is from intake to vendor payment, all updates, all communications, all triaging, everything.  [00:36:46] Jason: Tulu does all of it. Does it all.  [00:36:48] David: It is your perfect maintenance coordinator. What we call the dream scenario. It has the ability to triage, troubleshoot, knowledgeable about vendor pricing, it's client facing and experience and client facing means that you can even set the parameter that said, "Hey, if anything is over my NTE, I would actually like you to generate your justification as to why think about this and send it out to my owner." Now imagine your owner getting this super email that's like, "Hey, listen, we have this problem. So the five to fancy, here's the steps that it took place to do."  [00:37:15] Jason: So like the amount that's in the agreement that says like anything under 500 in a single month, like we have a right to just take care of it. Right. Or something like this property managers having their agreements. Okay. So, so where do they need humans then? Where do humans come in all of this? [00:37:31] David: Humans need to be there to provide expert level, the same expert level triage that the system is providing, we need humans in there to make sure, first of all, it's accurate. There is a component of that, right? We're reviewing this and training it, learning it, but as we talked about before, humans need to be there. [00:37:47] We love that they have a great relationship because they're an extension of the office with their RTM, right? With their property manager and that RTM, they get to know each other. Humans are needed to talk to the residents and humans are needed for vendor support. Okay. Vendors don't want to call into a robot when their hand is in a sewer line from the field asking about, "Hey, I need help and direction. What's going on?" [00:38:07] They don't want to hear "press two if you're unhappy with this service," like they don't want to hear that. That's where humans come in.  [00:38:13] Jason: Got it. Okay. So what are some of the results that you're seeing when you're installing in this into businesses? Like what's shifting? Because I'm hearing some things like it's going to decrease the time you're spending on the phone with your owner. [00:38:25] So it's going to decrease the amount of time doing communication. You won't have to spend time doing triages. It sounds like a large piece of maintenance coordination is going to be taken care of. It sounds like staffing costs can be reduced. You tell me what are clients noticing once they get this installed over their previous systems of using a stack of tech tools to try and get their team to be able to handle this stuff? [00:38:47] David: I think in the beginning and I think that it's cool in our relationship is just to hear people come back after the first month and go, "I can't believe it. Like I went an entire month and like, I was not involved in maintenance the way that I feel that I needed to be to make sure that all these things were taken care of. And I'm finding myself with like 20 hours extra a month." And we're like "yes, go grow. Go add more doors. Go show greater value to your clients. Maybe call your client that you haven't been calling in a month because you've been so busy." Right. So, so those are really cool. I think from a cost perspective, they are appreciating. [00:39:24] And I'm believing that. Even people who had in house maintenance coordinators or VAs, good ones, always still feel that they needed to second check all the work. So even though you're giving to somebody, they never were able to detach themselves from me. [00:39:37] And now when they're seeing the justification and they're seeing the education behind it, they get this sense of like, I can let go. You know why? Because this system is doing maintenance exactly the way that I'm asking it to do maintenance. And they feel that now they're actually back in control. If that makes sense. Or they're giving it away, but they're actually feeling they're in more control, if I'm making sense there. That's one of the coolest things is that they feel now they have their pulse on every work order where versus before they have to dive into search. Now they know that their requirements are just laid over every work order. So those are some big ones that I'm seeing, especially for those people who really show their value to their owners in the fact that they say, "I'm involved in every work order, every job." That's a great value prop. It really is. Is it scalable? Is it burning you out? Is it pulling you away from other duties that you need to be? Are you spreading yourself too thin? [00:40:29] Great questions to ask if you have growth objectives, right? Scalable solution. And basically what we're doing is we're allowing the best in the business who are property managers who have created great relationships to duplicate themselves. And that's exciting for them to see. I think that they're like, "wow it's thinking like me."  [00:40:45] Jason: This really sounds like a serious competitive advantage for a property manager that adopts this over any other competitors that don't  [00:40:54] David: Jason, I'm going to a new client pitch and now I'm knowing that the guy next to me is sitting down showing him, "this is how I handle maintenance. This is how I'm keeping your cost down. This is the process. And that new report's coming in our V2. I was actually working some funnels that this morning. And if you're laying that down and then you're walking in behind them and the person says, "well, how do you handle maintenance?" [00:41:15] "Well, I personally call you on every maintenance ticket." We're witnessing the greatest generational movement of wealth and real estate properties from retiring baby boomers to the next generation to their kids who are all grown up in a technology world that are demanding transparency and reporting and it's just going to be the new standard, Jason, a hundred percent. [00:41:34] It's going to be the new standard for sure.  [00:41:36] Jason: Okay. We probably got somebody listening. They're super skeptical. They're like, there's no way. And they're going to throw us some crazy scenario that came up recently. And I'm sure you've heard some of these. So how would you address that? Like some sort of like, "well, what if it's like this and this," and it sounds like worst case scenario. [00:41:54] The AI just says, expert in the loop. Like it's, it raises his hand in some way and says, "Hey, I could use a human over here."  [00:42:00] David: Here's one that actually, as a guy who in my history, we had portfolios, like 30,000 properties. [00:42:06] So I've done probably over 500,000 work orders. In my career. Okay?  [00:42:10] Jason: More than most of the people that are probably listening to this. Yes.  [00:42:13] David: Yes. And as a result, just because of the size of the inventories that we used to manage the other day, a resident submitted a maintenance work order in and said, "my microwave is not working. And I assume it's because my gas stove is not turned on. And does my gas stove need to be turned on in order for the gas to flow up to my microwave?" Okay. True. True. Okay. All right. True maintenance work order. The the smart system picked that up and now imagine a VA facing that without any knowledge or an experience that's going to be an email to the property manager, a phone call to somebody, or maybe they make a mistake because they're 2000 miles away and they don't have any contacts and they sent out a plumber to go investigate. And the owner says, "why are you sending out a plumber for this?" Right? Right. Okay. The system picked up and it literally educated and trained. And it said that gas has no relevance whatsoever to a microwave solution. This is an incorrect thing, right? And that, when I saw that one, it makes mistakes. [00:43:04] Don't get me wrong. It's not perfect, but when I saw it pick up on that one, I said, man, I said, this is getting exciting that it picked up on that. So I would ask that person to come and just experience it and look at a little bit and understand guys, right? This is exciting. This is new. It's learning. [00:43:19] We're developing and it's improving daily. There's still a lot of human oversight. There's still a VAs that involved. We're getting expert maintenance coordination down to a price point that is affordable for everybody, scalable for everybody. And the biggest point at the end of the day, your owners are going to feel that every maintenance work order comes in, it's being handled by the best maintenance process in the industry. [00:43:39] And that's what you're going to be able to offer them as a property manager to compete against other competition you have in your market. And I think that's a good value prop. So.  [00:43:46] Jason: Yeah, definitely. So is there anything else related to turning maintenance into a profit center that we should cover? [00:43:52] David: Yeah the first step going into a profit center is realizing that the average person is paying between 16 to 28 dollars per door to manage their maintenance, right? If we get that down to the correct number, and I'd love to have anybody come through and we'll run the analytics for them and we'll give them a pricing model for that just off the bat, the first profit center that we're creating is what if I'm able to reduce that by 50 percent your cost, that's an immediate profit center, right? [00:44:16] That's profit center number one. And then we can look at profit centers number two, that like, all right, now I can add on if I want to add on to my markup or we have some other ways that we can show them how to. But the first profit center needs to be is what do you know how much you are paying per door to manage maintenance? [00:44:34] Take all of your staff, all of your VAs, all of your systems, all your after hour services, take all those pieces, add them all up and divide them by the number of doors that you have. So every door that you bring on, it's costing me $27 to handle maintenance emergency services. Okay. Know that number, and let's have a talk. [00:44:54] Jason: You got to build that calculator on your website.  [00:44:56] David: It's coming.  [00:44:57] Jason: A lot of calculators like that to help people calculate their cold lead marketing costs or whatever. And as soon as they fill that out, they're like, "okay, I'll sign up. Like this is ridiculous. What I've been doing?"  [00:45:06] David: We have that in product right now. [00:45:07] We have a couple of pieces. We did the finish on it, but that's coming out where people can just understand what they're paying per door. But give us a call up. We'll walk you through the exercise. We'll show you what you're costing. Think about that as your first profit center, Jason. And then we can talk about other ones and we help give some people some advice still. [00:45:22] Jason: So David, you have a lot of knowledge and experience. How much of your knowledge and experience has gone into bringing this AI up to understanding what you know?  [00:45:32] David: I've been working on this for 12 years. Of putting the data and the learnings. And again, I've been fortunate guys where it was just my path. [00:45:39] It was my journey through this, where I've got to work for some huge outfits. I had my own consulting company for seven years. I was working with some of the biggest SFR groups in the nation, guys with 10,000-20,000 doors. And I'm just fortunate to understand the amount of data. So, I've put my blood, sweat and tears into this, but at the core of that Jason, my blood, sweat, and tears. [00:46:00] Is that, 15 years ago when I was brand new in this property management space, I had a broker tell me one time that after the sale of the property is done, the success of the owner is no longer your business or mine. And it's up to them. The sale is done. And they told me that when they walked away and that bothered me to this day, it bothered me that the fiduciary duty that individuals are giving to us to manage in some cases, millions of dollars of their money and assets and portfolios, right? And what type of products or services are we demanding of this industry? That we would demand of, let's say if I gave 50,000 to my broker to invest in the stock market for me, what type of services and technology and platforms am I demanding of that person, education, schooling, name brands, right? [00:46:45] But yet, are we demanding that same of us in our fiduciary duty to somebody that's giving over maybe their retirement to us their kids', future, college... you hear all these people, "why'd you get into real estate?" "I want to create a college fund for my kids." And after two years, the guy's like, "this is not what I signed up for. This is the worst mistake I ever made. And I'm backing out of, buying more properties because of challenges," right? That's what I'm driven by. And I've always been driven by that. It's my curse. And so I'd have to say there's a hundred percent of me in this Jason, for sure.  [00:47:13] Jason: Awesome. And it, this will outlive you like AI doesn't die. [00:47:17] And this is this not to be grim, but this is the concern. Like anybody has when they're signing up for a business, they're like, all right, "how much is reliant on just this one person? How much is reliant on that key person I'm interacting with?" Right. And the AI is not a person. Right? [00:47:34] And so, yeah, so that's really fascinating to think about. Like you've built all that into it and it has immediate, instant expertise. It's not like, "Hey, well, let me go call Tom and let me go check with Fred or let me..." like all the data it has, it's there and it's instant. [00:47:54] David: What's the difference between an emergency of a hot water tank that's leaking in a basement with a permeable stone floor versus emergency hot water tank that's located in the utility closet on the first floor? [00:48:04] One doesn't have to necessarily require a person to go out because there's no damage to prevent with water leaking down there. But the other one is leaking onto the floor and damaging your drywall. So these conditions have to be taking place. Locations of hot water tanks, like there's, I can nerd out in this and I'd love to sit down with anybody and drink beers and talk about all the millions of different maintenance things that I ran through. [00:48:24] But at the end of the day, when you're able to show your owner, "we acted as an expert." That's the guy that's going to say to his buddy when they're just having a drink, "call these guys up to manage your property because they're an expert in the thing." And that's what we're trying to bring to the industry for sure. [00:48:37] Jason: So this brings a level of expertise that the business owner, the property manager, the maintenance coordinator, and certainly the VA's just would not possess.  [00:48:48] David: You're talking 15 years, over 500,000 work orders worth of data points, learning and understanding from commercial, multifamily, single family across the board, best practices. [00:49:01] And it's for somebody who wants to imagine now a person can start a property management company tomorrow onboard Tulu. And they're immediately a veteran in the maintenance industry. Immediately.  [00:49:12] Yeah. No learning curve. You're operating and executing as the best maintenance coordinator in the industry starting tomorrow. [00:49:19] That's amazing. Yeah. Yeah. Yeah. It's really cool. Really cool.  [00:49:22] Jason: This is really, it's really wild. So now my brain's like, how can I get experts, how can I clone Tulu, but make an operator version of Tulu for running a property managed business. Or I can make it.  [00:49:32] David: Yeah there's, there, there are offshoots on this. [00:49:34] I would have to say, and I do want to tell anybody that in this space that we always say that property managers are safe because you know what the property managers do a great job of doing. You guys do a really good job at building relationships and creating value in your local markets. [00:49:46] Right. Focus on that. Don't get pulled into maintenance, right? Maintenance and that stuff can be automated. There are best practices. Don't struggle to have to be an expert there. Show your value and the resources and tools that you have. Lower your overhead. Produce better results. Be at networking events. [00:50:03] Shake more hands. Talk to more people. Sell more homes. Add more doors. Shine where you shine. Brokers shine when they're out in front of people shaking hands and having expensive salads over a nice glass of chardonnay and closing deals, right? Let us flip the toilets and do it well for you. [00:50:18] That's what I say.  [00:50:19] Jason: Awesome. Okay, cool. David, if they're interested in Getting started. How do they find out about Tulu? You can go right to our website  [00:50:26] David: at trytulu. com. And if anybody wants to email me personally, david.norman.trytulu.Com. I'll connect you with our sales team and set you up on a personal demo. I'll walk you through it. I promise I won't bring so much energy. I'm an energy guy. It's just my calling this space to be in the maintenance and I love to doing what we're doing and seeing owners go "yes!" Seeing property managers go "yes!" And we're not trying to replace anybody. We're just trying to help people honor their fiduciary duty to their owners. And that's my mission. That's what I'm driven by.  [00:50:56] Jason: Yeah. Fantastic. So try Tulu, T U L U. Dot com.  [00:51:02] David: Yeah.  [00:51:02] Jason: All right. Try it out.  [00:51:04] David: All right.  [00:51:04] Jason: David, thanks for coming on the DoorGrowShow podcast. Appreciate you.  [00:51:08] David: Yeah. Yeah. Thank you, Jason. Always great. Looking forward to the show. Until next time.  [00:51:11] Jason: All right. So if you are a property management entrepreneur and you are wanting to add doors, you get maintenance off loaded, off your plate, and you want to focus on growth and figuring out how to get more doors, you want to join the DoorGrow mastermind, our growth accelerator is all about that. [00:51:29] We are really good at optimizing businesses for growth using our rapid revamp class, where we clean up quickly, all of the front end stuff that is causing you to like kill trust and leaking trust and preventing deals. And then we give you the right strategies. We've got at least seven different growth engines that we can help build into your business that you can stack that will feed you unlimited leads without having to spend any money on advertising or marketing expense. [00:51:55] You just need people and it actually decreases the amount of time those people will spend If they're following working on the warm leads and the stuff that we would get you to do instead of cold leads, which take a lot more time. So we also have our super system level of our mastermind. This is where we're focused on ops, operations, helping your operator. That key person that's going to run the entire business for you, Mr. or Mrs. Visionary Entrepreneur, and they will help take your business to the next level. We can coach and support your operators, your BDMs, your salespeople, or you, the business owner to make this business infinitely scalable so that you can go to the next level and add a lot of doors. So reach out to us, let us assess your situation and see if we can help. [00:52

The 16:9 PODCAST IS SPONSORED BY SCREENFEED – DIGITAL SIGNAGE CONTENT The health care sector has long struck me as having environments and dynamics that would benefit a lot from using digital signage technology. Accurate information is critically important, and things change quickly and often - in ways that make paper and dry erase marker board solutions seem antiquated and silly. But it is a tough sector to work in and crack - because of the layers of bureaucracy, tight regulations and the simple reality that medical facilities go up over several years, not months. People often talk about the digital signage solution sales cycle being something like 18 months on average. With healthcare, it can be double or triple that. The other challenge is that it is highly specialized and there are well-established companies referred to as patient engagement providers. So any digital signage software or solutions company thinking about going after health care business will be competing with companies that already know the industry and its technologies, like medical records, and have very established ties. LG has been active in the healthcare sector for decades, and sells specific displays and a platform used by patient engagement providers that the electronics giant has as business partners. I had a really insightful chat with Tom Mottlau, LG's director of healthcare sales. Subscribe from wherever you pick up new podcasts. TRANSCRIPT David: Tom, thank you for joining me. Can you give me a rundown of what your role is at LG?  Tom Mottlau: I am the Director of Healthcare Sales for LG. I've been in this role for some time now; I joined the company in 1999 and have been selling quite a bit into the patient room for some time.  David: Has most of your focus through those years all been on healthcare? Tom Mottlau: Well, actually, when I started, I was a trainer when we were going through the digital rollout when we were bringing high-definition television into living rooms. My house was actually the beta site for WXIA for a time there until we got our language codes right. But soon after, I moved over to the commercial side and healthcare, around 2001-2002.  David: Oh, wow. So yeah, you've been at it a long time then. Much has changed!  Tom Mottlau: Yes, sir.  David: And I guess in some cases, nothing has changed.  Tom Mottlau: Yep. David: Healthcare is an interesting vertical market for me because it seems so opportune, but I tend to think it's both terrifying and very grinding in that they're quite often very large institutions, sometimes government-associated or university-associated, and very few things happen quickly. Is that a fair assessment?  Tom Mottlau: Absolutely. There's a lot of oversight in the patient room. It's a very litigation-rich environment, and so there's a bit of bureaucracy to cut through to make sure that you're bringing in something that's both safe for patients and protects their privacy but also performs a useful function.  David: I guess the other big challenge is the build-time. You can get word of an opportunity for a medical center that's going up in a particular city, and realistically, it's probably 5-7 years out before it actually opens its doors, right? Tom Mottlau: That's true. Not only that but very often, capital projects go through a gestation period that can be a year or two from the time you actually start talking about the opportunity.  David: And when it comes to patient engagement displays and related displays around the patient care areas, is that something that engineers and architects scheme in early on, or is it something that we start talking about 3-4 years into the design and build process?  Tom Mottlau: Well, the part that's schemed in is often what size displays we're going to need. So, for example, if somebody is looking to deploy maybe a two-screen approach or a large-format approach, that's the type of thing that is discussed early on, but then when they come up on trying to decide between the patient engagement providers in the market, they do their full assessment at that time because things evolve and also needs change in that whole period that may take a couple of years you may go as we did from an environment that absolutely wanted no cameras to an environment that kind of wanted cameras after COVID. You know, so things change. So they're constantly having those discussions.  David: Why switch to wanting cameras because of COVID?  Tom Mottlau: Really, because the hospitals were locked down. You couldn't go in and see your loved one. There was a thought that if we could limit the in-person contact, maybe we could save lives, and so there was a lot of thought around using technology to overcome the challenges of contagion, and so there was even funding dedicated towards it and a number of companies focused on it  David: That's interesting because I wondered whether, in the healthcare sector, business opportunities just flat dried up because the organizations were so focused on dealing with COVID or whether it actually opened up new opportunities or diverted budgets to things that maybe weren't thought about before, like video? Tom Mottlau: True, I mean, the video focus was definitely because of COVID, but then again, you had facilities where all of their outpatient procedures had dried up. So they were strained from a budget standpoint, and so they had to be very picky about where they spent their dollars.  Now the equipment is in the patient room, but at the end of the day, we're still going to get the same flow of patients. People don't choose when to be sick. If it's gonna be either the same or higher because of those with COVID, so they still need to supply those rooms with displays, even though they were going through a crisis, they still had to budget and still had to go through their day-to-day buying of that product.  David: Is this a specialty application and solution as opposed to something that a more generic digital signage, proAV company could offer? My gut tells me that in order to be successful, you really need to know the healthcare environment. You can't just say, we've got these screens, we've got the software, what do you need?  Tom Mottlau: Yeah, that's a very good question. Everything we do on our end is driven by VOC (voice of customer). We partner with the top patient engagement providers in the country. There are a handful that are what we call tier one. We actually provide them with products that they vet out before we go into production.  We go to them to ask them, what do you need? What products do you need for that patient? I mean, and that's where the patient engagement boards, the idea of patient engagement boards came from was we had to provide them a display that met, at the time, 60065 UL, which is now 62368-1, so that they can meet NFPA 99 fire code.  David: I love it when you talk dirty. Tom Mottlau: Yeah, there's a lot of stuff out there that.  David: What the hell is he talking about?  Tom Mottlau: Yeah, I know enough to be dangerous. Basically, what it boils down to is we want to make sure that our products are vetted by a third party. UL is considered a respectable testing agency, and that's why you find most electronics are vetted by them and so they test them in the patient room. It's a high-oxygen environment with folks who are debilitated and life-sustaining equipment so the product has to be tested.  We knew that we had to provide a product for our SIs that would meet those specs as well as other specs that they had like they wanted something that could be POE-powered because it takes an act of Congress to add a 110-amp outlet to a patient room. It's just a lot of bureaucracy for that. So we decided to roll out two units: one of 32, which is POE, and one that's 43. Taking all those things I just mentioned into consideration, as well as things like lighting.  Folks didn't want a big night light so we had to spend a little extra attention on the ambient light sensor and that type of thing. This is our first offering. David: So for doofuses like me who don't spend a lot of time thinking about underwriter lab, certifications, and so on, just about any monitor, well, I assume any monitor that is marketed by credible companies in North America is UL-certified, but these are different grades of UL, I'm guessing?  Tom Mottlau: They are. Going back in the day of CRTs, if you take it all the way back then when you put a product into a room that has a high-powered cathode ray tube and there's oxygen floating around, safety is always of concern. So, going way back, probably driven by product liability and that type of thing. We all wanted to produce a safe product, and that's why we turned to those companies. The way that works is we design a product, we throw it over to them, and they come back and say, okay, this is great, but you got to change this, and this could be anything. And then we go back and forth until we arrive at a product that's safe for that environment, with that low level of oxygen, with everything else into consideration in that room.  David: Is it different when you get out into the hallways and the nursing stations and so on? Do you still need that level, like within a certain proximity of oxygen or other gases, do you need to have that?  Tom Mottlau: It depends on the facility's tolerance because there is no federal law per se, and it could vary based on how they feel about it. I know that Florida tends to be very strict, but as a company, we had to find a place to draw that line, like where can we be safe and provide general products and where can we provide something that specialized?  And that's usually oxygenated patient room is usually the guideline. If there's oxygen in the walls and that type of thing, that's usually the guideline and the use of a pillow speaker. Outside into the hallways, not so much, but it depends on the facility. We just lay out the facts and let them decide. We sell both.  David: Is it a big additional cost to have that additional protection or whatever you want to call it, the engineering aspects?  Tom Mottlau: Yes.  David: So it's not like 10 percent more; it can be quite a bit more? Tom Mottlau: I'm not sure of the percentage, but there's a noticeable amount. Keep in mind it's typically not just achieving those ratings; it's some of the other design aspects that go into it. I mean, the fact that you have pillow speaker circuitry to begin with, there's a cost basis for that. There's a cost basis for maintaining an installer menu of 117+ items. There's a cost basis for maintaining a Pro:Centric webOS platform. You do tend to find it because of those things, not just any one of them, but because of all of them collectively, yeah, the cost is higher. I would also say that the warranties tend to be more encompassing. It's not like you have to drive it down to Ted's TV. Somebody comes and actually remedies on-site. So yeah, all of that carries a cost basis. That's why you're paying for that value.  David: You mentioned that you sell or partner with patient engagement providers. Could you describe what those companies do and offer? Tom Mottlau: Yeah, and there's a number of them. Really, just to be objective, I'll give you some of the tier ones, the ones that have taken our product over the years and tested and provided back, and the ones that have participated in our development summit. I'll touch on that in a moment after this. So companies like Aceso, you have Uniguest who were part of TVR who offers the pCare solutions. You have Get Well, Sonify, those types of companies; they've been at this for years, and as I mentioned, we have a development summit where we, for years, have piled these guys on a plane. The CTOs went off to Korea and the way I describe it is we all come into a room, and I say, we're about to enter Festivus. We want you to tell us all the ways we've disappointed you with our platform, and we sit in that room, we get tomatoes thrown at us, and then we make changes to the platform to accommodate what they need. And then that way, they're confident that they're deploying a product that we've done all we can to improve the functionality of their patient engagement systems. After all, we're a platform provider, which is what we are.  David: When you define patient engagement, what would be the technology mix that you would typically find in a modernized or newly opened patient care area? Tom Mottlau: So that would be going back years ago. I guess it started more with patient education. If Mrs. Jones is having a procedure on her kidney, they want her to be educated on what she can eat or not eat, so they found a way to bring that patient education to the patient room over the TVs. But then they also wanted to confirm she watched it, and then it went on from there.  It's not only the entertainment, but it's also things that help improve workflows, maybe even the filling out of surveys and whatnot on the platform, Being able to order your culinary, just knowing who your doctor is, questions, educational videos, all of those things and then link up with EMR. David: What's that?  Tom Mottlau: Electronic medical records. Over the years, healthcare has wanted to move away from paper, to put it very simply. They didn't want somebody's vitals in different aspects of their health stored on a hand-scribbled note in several different doctor's offices. So there's been an effort to create electronic medical records, and now that has kind of been something that our patient engagement providers have tied into those solutions into the group.  David: So, is the hub, so to speak, the visual hub in a patient care room just a TV, or is there other display technology in there, almost like a status board that tells them who their primary provider is and all the other stuff?  Tom Mottlau: So it started as the smart TV, the Pro:Centric webOS smart TV. But then, as time went on, we kept getting those requests for, say, a vertically mounted solution, where somebody can actually walk in the room, see who their doctor is, see who their nurse is, maybe the physician can come in and understand certain vitals of the patient, and so that's why we developed those patient engagement boards that separately. They started out as non-touch upon request, we went with the consensus, and the consensus was we really need controlled information. We don't want to; we've had enough issues with dry-erase boards. We want something where there's more control in entering that information, and interesting enough, we're now getting the opposite demand. We're getting demand now to incorporate touch on the future models, and that's how things start. As you know, to your point earlier, folks are initially hesitant to breach any type of rules with all the bureaucracy. Now, once they cut through all that and feel comfortable with a start, they're willing to explore more technologies within those rooms. That's why we always start out with one, and then over the years, it evolves.  David: I assume that there's a bit of a battle, but it takes some work to get at least some of the medical care facilities to budget and approve these patient engagement displays or status displays just because there's an additional cost. It's different from the way they've always done things, and it involves integration with, as you said, the EMR records and all that stuff. So, is there a lot of work to talk them into it?  Tom Mottlau: Well, you have to look at us like consultants, where we avoid just talking folks into things. Really, what it has to do with is going back to VOC, voice of the customer, the way we were doing this years ago or just re-upping until these boards were launched was to provide a larger format, and ESIs were dividing up the screen. That was the way we always recommended. But then, once we started getting that VOC, they were coming to us saying, well, we need to get these other displays in the room. You know, certain facilities were saying, Hey, we absolutely need this, and we were saying, well, we don't want to put something that's not rated for that room. Then we realized we had to really start developing a product that suits that app, that environment, and so our job is to make folks aware of what we have and let them decide which path they're going to take because, to be honest, there are two different ways of approaching it. You can use one screen of 75”, divide it, or have two screens like Moffitt did. Moffitt added the patient engagement boards, which is what they wanted.  David: I have the benefit, at least so far, of being kind of at retirement age and spending very little time, thank God, in any kind of patient care facility. Maybe that'll change. Hopefully not.  But when I have, I've still seen dry-erase marker boards at the nursing stations, in rooms, in hallways, and everywhere else. Why is it still like that? Why haven't they cut over? Is it still the prevalent way of doing things, or are you seeing quite a bit of adoption of these technologies? Tom Mottlau: Well, it is, I would say, just because we're very early in all this. That is the prevalent way, no doubt.  It's really those tech-forward, future-forward facilities that are wanting to kind of go beyond that and not only that, there's a lot of facilities that want to bring all that in and, maybe just the nature of that facility is a lot more conservative, and we have to respect that. Because ultimately they're having to maintain it. We wouldn't want to give somebody something that they can't maintain or not have the budget for. I mean, at the end of the day, they're going to come back to us, and whether or not they trust us is going to be based upon whether we advise them correctly or incorrectly. If we advise them incorrectly, they're not going to trust us. They're not going to buy from us ten years from now.  David: For your business partners, the companies that are developing patient engagement solutions, how difficult is it to work with their patient record systems, building ops systems, and so on to make these dynamic displays truly dynamic? Is it a big chore, or is there enough commonality that they can make that happen relatively quickly? Tom Mottlau: That's a very good question, and that's exactly why we're very careful about who's tier one and who we may advise folks to approach. Those companies I mentioned earlier are very skilled at what they do, and so they're taking our product as one piece of an entire system that involves many other components, and I have full faith in their ability to do that because we sit in on those meetings.  Once a year, we hear feedback, we hear positive feedback from facilities. We see it but it really couldn't happen without those partners, I would say. We made that choice years ago to be that platform provider that supports those partners and doesn't compete with them. In hindsight, I think that was a great choice because it provides more options to the market utilizing our platform.  David: Well, and being sector experts in everything that LG tries to touch would be nightmarish. If you're far better off, I suspect I will be with partners who wake up in the morning thinking about that stuff. Tom Mottlau: Yeah. I mean, we know our core competencies. We're never going to bite off more than we can chew. Now granted, we understand more and more these days, there's a lot of development supporting things like telehealth, patient engagement, EMR and whatnot. But we're also going to make sure that at the end of the day, we're tying in the right folks to provide the best solution we can to patients. David: How much discussion has to happen around network security and operating system security?  I mean, if you're running these on smart TVs, they're then running web OS, which is probably to the medical facility's I.T. team or not terribly familiar to them.  Tom Mottlau: Yeah, that's a very good question. Facilities, hospitals, and anything that involves network security bring them an acute case of indigestion, more so than other areas in the business world. So these folks, a lot of times, there's exhaustive paperwork whenever you have something that links up to the internet or something that's going to open up those vulnerabilities. So, Pro:Centric webOS is actually a walled garden. It is not something that is easily hacked when you have a walled garden approach and something that's controlled with a local server. That's why we took that approach. Now, we can offer them a VPN if there is something that they want to do externally, but these systems were decided upon years ago and built with security in mind because we knew we were going to deploy in very sensitive commercial environments. And so not so much a concern. You don't need to pull our TV out and link up with some foreign server as you might with a laptop that you buy that demands updates. It's not anything like that because, of course, that would open us up to vulnerability. So we don't take that approach. It's typically a local server and there is the ability to do some control of the server if you want a VPN, but other than that, there is no access.  David: Do you touch on other areas of what we would know as digital signage within a medical facility?  Like I'm thinking of wayfinding, directories, donor recognition, video walls, and those sorts of things. Tom Mottlau: Absolutely. I mean, we see everything. Wayfinding needs have been for years and years now, and those are only expanding. and we start to see some that require outdoor displays for wave finding. So we do have solutions for that.  Beyond displays, we actually have robots now that we're testing in medical facilities and have had a couple of certifications on some of those. David: What would they do?  Tom Mottlau: Well, the robots would be used primarily to deliver some type of nonsensitive product. I know there's some work down the road, or let's just say there's some demand for medication delivery.  But obviously, LG's approach to any demand like that is to vet it out and make sure we're designing it properly. Then, we can make announcements later on about that type of stuff. For now, we're taking those same robots that we're currently using, say, in the hotel industry, and we're getting demand for that type of technology to be used in a medical facility.  David: So surgical masks or some sort of cleaning solutions or whatever that need to be brought up to a certain area, you could send in orderly, but staffing may be tight and so you get a robot to do it. Tom Mottlau: Absolutely. And that is a very liquid situation. There's a lot of focus and a lot of development. I'm sure there'll be a lot to announce on that front, but it's all very fluid, and it's all finding its way into that environment with our company.  All these future-forward needs, not only with the robots but EV chargers for the vast amount of electric vehicles, we find ourselves involved in discussions on all these fronts with our medical facilities these days.  David: It's interesting. Obviously, AI is going to have a role in all kinds of aspects of medical research and diagnosis and all those super important things.  But I suspect there's probably a role as well, right down at the lobby level of a hospital, where somebody comes in where English isn't their first language, and they need to find the oncology clinic or whatever, and there's no translator available. If you can use AI to guide them, that would be very helpful and powerful.  Tom Mottlau: Let me write that down as a product idea. Actually, AI is something that is discussed in the company, I would say, on a weekly basis, and again, I'm sure there'll be plenty to showcase in the future. But yes, I'd say we have a good head start in that area that we're exploring different use cases in the medical environment.  David: It's interesting. I write about digital signage every day and look at emerging markets, and I've been saying that healthcare seems like a greenfield opportunity for a lot of companies, but based on this conversation, I would say it is, and it isn't because if you are a more generalized digital signage software platform, yes, you could theoretically do a lot of what's required, but there's so much insight and experience and business ties that you really need to compete with these patient engagement providers, and I think it would be awfully tough for just a more generalized company to crack, wouldn't it?  Tom Mottlau: I believe so. I mean, we've seen many come and go. You know, we have certain terms internally, like the medicine show, Wizard of Oz. there's a lot out there; you really just have to vet them out to see who's legit and who isn't, and I'm sure there are some perfectly legitimate companies that we haven't worked with yet, probably in areas outside of patient education we, we have these discussions every week, and it's, it can be difficult because there are companies that you might not have heard of and you're always trying to assess, how valid is this? And, yeah, that's a tough one.  David: Last question. Is there a next big thing that you expect to emerge with patient engagement over the next couple of years, two-three years that you can talk about?  Tom Mottlau: You hit the nail on the head, AI. But you know, keep in mind that's something in relative terms. It has been relatively just the last few years, and it has been something that's come up a lot. It seems there's a five-year span where something is a focus going way back, it was going from analog to digital.  When I first came here, it was going from wood-clad CRT televisions to flat panels, and now we have OLED right in front of us. So yeah, there's, there's a lot of progression in this market. And I would say AI is one of them, and Telehealth is another; I guess we'll find out for sure which one sticks that always happens that way, but we don't ignore them.  David: Yeah, certainly, I think AI is one of those foundational things. It's kind of like networking. It's going to be fundamental. It's not a passing fancy or something that'll be used for five years and then move on to something else. Tom Mottlau: Yeah, true. But then again, also, it's kind of like when everybody was talking about, okay, we're not going to pull RF cable that went on for years and years because they were all going to pull CAT5, and then next thing, you know, they're saying, well, we have to go back and add CAT5 because they got ahead of themselves, right? So I think the challenge for any company is nobody wants to develop the next Betamax. Everybody wants to develop something that's going to be longstanding and useful, and so it's incumbent upon us to vet out those different solutions and actually see real practical ways of using it in the patient room and trusting our partners and watching them grow. A lot of times, they're the test beds, and so that's the benefit of our approach.  By providing that platform and supporting those partners, we get to see which tree is really going to take off.  David: Betamax, you just showed your age.  Tom Mottlau: Yes, sir. That made eight tracks, right?  David: For the kiddies listening, that's VCRs. All right. Thanks, Tom. That was terrific.  Tom Mottlau: Thank you very much, sir.  David: Nice to speak with you. 

Today on the IC-DISC show, join us for an insightful discussion with Laurie Barkman, a renowned CEO and author of The Business Transition Handbook. As the acclaimed Business Transition Sherpa, Laurie sheds light on the reality that all business owners will exit someday. We explore the challenges of selling a business, like why most small businesses don't sell successfully and the potential pitfalls of an exit. We also discuss relying on experienced advisors and how understanding taxes and markets can aid planning. Laurie shares invaluable advice on navigating this critical phase successfully. This episode is a must-listen for any business owner planning to navigate their business transition.   SHOW HIGHLIGHTS Laurie and I discuss her journey as a CEO and author of The Business Transition Handbook, providing insights into the realities of business transition. She highlights the hard truth of selling a business and how eight out of ten small businesses fail to do so successfully. We talk about the common pitfalls of business transition, the five "D's" that can disrupt a business, and the value of creating a satisfied client base. Laurie explains the unique challenges law firms face during business transition and offers her strategies for a smooth transition. We delve into the importance of a clear exit plan and the different options business owners have when transitioning their business. Laurie advises focusing on three primary goals during business transition: business, personal, and financial. We discuss the analogy of business transition planning to having a sherpa guide you through a treacherous terrain, making the process seem less daunting. Laurie emphasizes the significance of accountability in business and the benefits of having industry expert conversations during transition. We explore the upcoming online course based on Laurie's book that she plans to launch in the first quarter of 2024, aiming to reach a wider audience of entrepreneurs. We discuss the importance of having an experienced network of professionals to help businesses reach their goals and create a successful transition plan. LINKSShow Notes Be a Guest About IC-DISC Alliance About The Business Transition Sherpa About The Endgame Entrepreneurship Course GUEST Laurie BarkmanAbout Laurie TRANSCRIPT (AI transcript provided as supporting material and may contain errors) David: Hi, this is David Spray. Welcome to another episode of the IC Disc Show. My guest today is Laurie Barkman from Pittsburgh. Laurie is a really fun and interesting guest. She just released her first book entitled the Business Transition Handbook, and she is called in many circles the business transition, the idea being that a Sherpa guides somebody on a journey over a period of time rather than just a one-point event in time. Laurie has an impressive background as a former CEO of a large privately held company. She has a bachelor's and an MBA, and we talked about mistakes business owners make when they're transitioning their business. We talked about the sober reality that 100% every last business owner is going to exit their business and the question is will it be on their terms or someone else's? So there is some great advice and information for any company, any business owner who is looking to exit their business at some point, and I think you'll get a lot of value from this. Good morning, laurie. How are you today? Laurie: David, hey, great to see you, I'm awesome. David: That is great. Now, where are you located today? Laurie: I'm in the great city of Pittsburgh, Pennsylvania. David: Yes, now are you a native of Pittsburgh. Laurie: I am not. I am not. I'm an adopted daughter of the city. I'm originally from Albany, New York. David: Okay, so Ithaca wasn't too far to go for you. Laurie: That's right, it was not. It was only about three hours away. David: Okay, and then what brought you to Pittsburgh? Laurie: After graduating from college, my husband and I moved around Pennsylvania with different corporations. I was with Aigner Sol Rand Company and I was with a division in Shippensburg and after four years decided to get my masters, get my MBA, and decided to move to Pittsburgh. My husband had gotten a nice job with McKinsey and company and here we are. Okay 25 years later. David: You got your MBA in Pittsburgh, right at Carnegie. Laurie: Mellon. I did at Carnegie Mellon okay. David: Well, let's dig into this. So the business transition Sherpa. Where did this nickname come from? Did you come up with this yourself, or did somebody else give you that title? Laurie: You know, it's kind of an amalgamation of things. I remember talking to my husband about a trip that he and I had taken in 1997. We did a trek, we did a hike, and this idea of somebody guiding you and stuck with me. And as I was thinking about what I'm doing, working with business owners, it's not just one moment in time, it's over a period of time, and I really feel like my role is to be a guide. I don't have all the answers. I have a path, I have tools and, just like a Sherpa and the great work that they do, it's that same idea is we're on a journey together. Entrepreneurs build their business, sometimes on their own, but most likely not. Entrepreneurs are building their companies with other people, and so when they get to this other side of the mountain, so to speak, and thinking about their next chapter, why would they go about that by themselves? And I want to be the person that helps guide them. David: Yeah, I love the description of what you do because it picks up the fact that it's a journey, it's not a point in time and it's tough to do by yourself. In my experience I've just closely held small to medium sized business owners. Only sell a business once right, that's right. Laurie: We can regret things in our experience. We can regret what we do and wish we did something differently, or we do not take an action and we regret not taking that action. And my book the whole reason I wrote the book the business transition handbook was to help people proactively so that they don't have regrets. It's a very big, lofty goal to not have regrets in life, but if we can be proactive and we can understand what it takes to build a more valuable, transferable business and then understand what resources we might want to have on our side. I like to say, David, you can't do exit planning when you're exiting. It's just too late. So if you give yourself a time and space to work on having a more valuable, transferable business, the good news is that it's going to be a lot more fun to run your company. It's going to have an economic benefit to you and then in the future you'll have more options. You'll have more valuable options too. David: Yeah, I really enjoyed reading your book. In fact, behind you there, I believe, there's a blown up cover. Yes, it is. Laurie: That's right. Yeah, it was really interesting to write the book. I guess I could say it's my first book. I don't know that I'll have a second, but this, no matter what, is my first book and it was challenging, but at the same time, it was fun. It was like a giant puzzle. Once I mapped out what I believe the big pitfalls are right. So the subtitle of the book is how to avoid succession pitfalls. Each chapter in the book and I don't know if you picked up on this as you were reading it but each chapter is a pitfall. What do you want to avoid? And so what I tried to do was put myself in the reader's seat, the entrepreneur's seat, and how I developed that perspective was from my own experiences, client experiences and then integrating case studies and other learnings from my podcast. I have a show called Succession Stories that you will be a part of soon, and there are so many valuable things to learn from other people's wins and losses and challenges, and that's what I have always sought out to do with my show. The show is about three years old at this point and when I was writing the book, I had, I think, about 120 recordings, so that's a lot of knowledge and content. And what was so fun for me, david, was I was going back into the archives of a discussion. Every show I have has a transcript and of course I don't remember everything. But when I would write a chapter and I would need a case study, I had space for a case study in that particular spot, for a particular topic I would think, okay, which shows, should I go back to dive into those transcripts and then find these golden nuggets and I it was just so interesting to have the recall in writing of oh yeah, you know, she said that was an amazing conversation, and you, my memories are not long, right, we have so many, only so much storage in our brains, exactly. So it was really cool to go back to that body of knowledge that I had created, and I began to appreciate that body of knowledge even more. I think this case studies bring the book to life. I'd like to hear what you think about that, but that's that's what I hear from my readers is they love the, the learning and the concepts, the business concepts in the book, and they think that it's like me having a conversation with them by sharing these case studies and stories along the way. David: Yeah, I agree there were a number of. I mean, there was a lot of great stuff in there, but some of the particular ones I kind of wanted to dive in with you on is so this is a little bit of a quiz to see how much of your book you remember Do. When somebody, when people, decide to sell their business, do they just automatically sell it or do some portion of them? Are they unable to sell the business? Laurie: There's a mix, as you can imagine. Yeah, what percentage are you? David: able to actually sell it in the small business space. Laurie: It's a surprisingly low number. You know the statistics out. There is that every two out of 10 companies in the lower middle market actually sell. So that leaves eight out of 10 not selling. And you could ask, well, why is that? And there's a lot of reasons why. Sometimes along the way we have the five D's kind of pop up, or always also known as the 60s. These D's are taboo things, sometimes we don't want to talk about them, but they're real and we do need to talk about them. It could be the debt of an owner. It could be divorce disaster like COVID you know we put it in that category or disaster like fires and the business or the market has experienced is something traumatic it could be. Did I say divorce already? Divorce is another D. So these D's are something we can plan for. We don't want them to happen but we do need to be prepared. So if we're not prepared for the 60s, they can really wreak havoc on a business. Particularly death. The death of an owner can throw a business into a tailspin and I did cover that at some you know level in the book with a couple of episodes, snippets of people who had experienced that. The other reason why businesses don't sell, david, is because they're just not transferable. If they are so owner dependent and owner centric, that can be a really big reason why it won't sell and it's hard for owners to see that. You know, sometimes owners think that they are the secret sauce. I have a business assessment that one time I'm marketing. The owner of a marketing firm took this assessment and she said oh my God, she goes. I didn't realize I was standing in the way. She thought she, you know, she's a photographer, she's the creative, she's got the client relationships and she realized at that moment oh my goodness, I am making my company less valuable. So there's a pivot in our brains when we recognize some of the elements that help create a more transferable business and companies that have an owner who don't necessarily see the business as an asset, they see it as a job or they see it as a piggy bank. Those are different things, because if you see your business as an asset, you're going to want to create value in that asset over time. You're also going to want to protect that asset. If it's a job, right, I just accepted what is. And it's not growing, it's staying the same. Maybe you're not reinvesting in the business. You're not reinvesting in yourself or your people. And let's just jump to an example. I have a client who, in his favor, had very loyal people Once he got to his sixties, as did his key employees, and everybody's looking to retire. Buyers looking at that business said oh my goodness, how transferable is this business when all the key people are going to retire at the same time? So he had saved money, so to speak, by not bringing in new people, kind of underneath and over a period of training. So he recognizes that now, but it's too late. David: Sure, yeah, I was having this conversation yesterday with a group of CEOs and we were talking about enterprise value, increasing it, owner dependency, and there's a guy that owns a small boutique intellectual property law firm and they were asking him how sellable law firms are in general and he said not very and from his perspective that he said there's things he could do to make the business run without him better. But his model that he really likes to work with his clients directly, he doesn't like an associate between them and so that in his and a couple of his clients are actually in the room and they're like, and he's like, yeah, if I had like some associates that could potentially lower the fees to a client, you know, because there's more leverage in the client. So like no, we'd rather pay more and have you. So I've noticed in professional services there's this tradeoff between what. If you really want to have delighted clients, sometimes that's at odds with making your business the most valuable. And I know my business is like that. I mean I've got huge owner dependency issues because I am the key relationship, but I've gotten peace with the fact that it's just not very sellable and I like being a craftsman and just like it hit. Laurie: Yeah, and that isn't that the important thing. If you recognize it and are accepting of it, hey, you know what? That's okay. Not every business is going to be an asset to sell to another buyer and that's totally okay with the law firm. Just to circle back, because I do have some professional experience with law firms, one of the catch 22 things about law in particular is the code of ethics that they have to abide by. David: The non-competence, the non-compete. Laurie: Yeah. So if a lawyer leaves a law firm, they you know there's certain restrictions on when they can inform their clients and taking their clients with them, and I know there's lots of gray areas. I'm not going to talk about all of the nuances there. My point is that with law firms also there could be other types of professional services that run into this, but in law in particular what clients will say is that they hire lawyers, not law firms. Yeah, and so when you're tied let's just like you're talking about with that particular partner that the clients are willing to pay more because they want to work with that particular partner it could be highly likely that client would jump and go with them, no matter where they are. That can be particularly concerning for an acquiring firm, knowing that they may have some stickiness to certain clients and then they may not have other stickiness. So it really is dependent If there's a firm that's acquisitive and looking at buying other professional services, whether it's law or any other profession. I work with engineering firms quite a bit and in engineering firms there might be contracts but those contracts are not assignable and it might influence not only the type of transaction that we would do, whether an asset sale or entity sale, but it also would influence potentially on the transition for the sellers and how long they might want to stay, or the buyers might want them to stay under either an employment agreement or consulting agreement. It could also influence whether or not there's an earn out. You could structure an earn out, for example, if the buyer wants to structure an earn out to ensure a certain percent of those contracts are assigned over whatever time period or year and a half. So it could influence it in a big way. David: Talk to me about, and thank you for that. Talk to me about what you enjoy most, about being a business transition or not. I shouldn't say A, but the business transition, Sure. What are some of the aspects of that in working with those companies that you just find particularly satisfying or rewarding? Laurie: One of the things that I experienced as a CEO of a privately held company was the loneliness and being in my own head and having big questions and not really knowing where to go. I find that I bring kind of this EQ, if you will, of smarts and know-how and experiences and questions, and then I bring excuse me, the IQ around that, then the EQ, which is more of the emotional side. I've always been a kind of person that people confide in. Obviously, this is a highly confidential type of scenario but, I talk with my clients about the business. for sure, that's the practical side of everything, but we also talk about the personal side. We have to talk about them because remember earlier in our conversation I talked about regrets and there's some alarming statistics out there about experiencing regrets at least one year after the sale. I'm kind of on this mission to help business owners find clarity, and find clarity in a way that makes sense for them, for their family, for their stakeholders, which includes employees and other shareholders and their communities that they serve. A lot of people feel after a transaction that they let so-and-so down. Maybe they let their employees down, maybe they let their communities down. I had a guy in my show whose family business fourth generation chlorine cleaning product was sold in grocery stores and he could not walk down the aisle anymore. He couldn't bear to see that product under another name or by another. He said, yeah, there was a pride. We used to the small town and we had our name on the baseball team and people knew who I was. The identity that this particular person had his family name was on the company. Identity is a really big part of it, david. People go through almost like a withdrawal If they're not excited about what's next, this pull factor, what's pulling you forward to your next thing? If we're not excited about it, it can be really. You can imagine worst case scenarios. Those things do happen. But the in-between space is not that great either, for what makes me feel that I'm helping entrepreneurs? I've always orbited entrepreneurs with a great respect for the risk that they take. I've come to know family businesses as a category. Also. There's the founder-led, family-led, privately held company. I've worked in venture backed, so no offense to venture backed folks, but they're not really a focus for me. I'm really focused on call it the bootstrapped or family-led companies where they're the everyday entrepreneur making it happen. The sense of clarity clarity on three core types of goals is where we focus business, personal and financial. There's a lot of work to be done there. I think that's what makes me motivated, makes me feel appreciated by my clients. They are awesome people. I work with some amazing people that are doing really wonderful things for their community, for their family. They have excellent intentions. They just don't know how to put it all together. I don't either. I don't have all the answers, as I said earlier, but what I do have is I have an awesome Rolodex and I have an awesome way to bring professionals together and collaborate and help my client assemble a business owner transition team advisory team to help them make big decisions along the way. Again, this clarity is the number one thing that I think my clients benefit from. David: Yeah, no, that's really important because, as you talk about in the book, unfortunately 100% of the business owners are going to exit the business, just like 100% of us are going to exit this earth. I was thinking when you were talking about that fourth generation gentleman who couldn't walk down the grocery aisle, but it's one of those things, but it wasn't like he really had. He must not have had a great way to avoid that, because he wasn't going to run the business forever. So you come into what are the options? Basically, if somebody's not immortal, what are the options to exit a business? Because there's several paths, right? Laurie: Yeah, absolutely. Just to finish the statement with 100% of business owners are going to leave one day, there's a big however, you know. However, very few are planning for that day To leave on their terms, and when we have a plan, we're more likely to achieve it. That's just how it works, right. That's why we do strategic planning for businesses. So why don't we do strategic planning for our exit or our transition? And that's really the main advocacy I have in the book is let's have a process, let's have an understanding of what it takes. So to your question I think I address it quite a bit in one of my favorite chapters, which I think is chapter six, which is who should own your business after you, and it shines a spotlight on the different kinds of buyers. When I do workshops, david, I do webinars and I do in-person workshops, and I put up this slide and I have essentially three columns and I go through some examples of each bucket three buckets and people's eyes light up, they take out their camera, they start taking photos of this one particular slide and it is enlightening because we hear about certain kinds of buyers and we don't know that there might be other options out there and maybe not every option is a fit. So what I advocate for is let's understand what are some exit options for your company and which ones might be a better fit than others, and why let's prioritize those and let's come up with option A, b, c and if option A doesn't work out, then we know we've got an option B. It's just like in any negotiation If you have the power to walk away, then you know you're going to get the right deal for you. It's when you don't feel that you have any other options that you feel pinched. So that's why back to the conversation about the five or sixties if an owner passes away and the company is going in a tailspin, with employees leaving and the spouse doesn't know what to do, and they've inherited this company. They've never worked in it, it's a mess and the buyers come out like sharks and there's chum in the water. We want to avoid that. We want to avoid that. So, yeah, I mean we could talk about what. Who are the different kinds of buyers, if you want. David: Sure, yeah, because I mean, I, just off the top of my head, we've got passing it on to the next generation selling it to the employees. A third party buyer? What are some of the other options? Laurie: Yeah, let me just frame it out and that way, visually, I'm kind of working left to right as I talked about these three columns and I put it in that order for a reason. So the first column is strategic buyers, the middle is financial buyers and the one on the right is related buyers. So the examples you mentioned, family and managers would be in the related buyers category. Typically speaking, that is going to be more of a fair market value type of approach to valuing the business, of what price you might expect for your business, and if you kind of go left on that chart then the price expectation should go up right. David: Strategic generally not always generally speaking, will pay the most. Laurie: And why is that? Well, and also, what's a strategic? So a strategic is an entity, it's a company, it could be a competitor, it could be a marketplace vendor, it could be a customer, it could be an adjacent industry to yours where they want to make moves, either geography wise, or into your industry, if they're not part of it yet. So those are strategic and, typically speaking and this was my experience going through a pretty big M&A transaction with a third generation company that we were acquired by a Fortune 50. And, believe me, they had an M&A playbook and when they're that big and they've done that many transactions, so for us it was understanding what's the fit, what will this look like? And for them, I'm sure, in their financial models, it was about leverage what assets do they keep, what employee teams might they cut and how do they gain some cost leverage? And so that's typical where these pieces of the business might be kind of bolted into something else. Maybe it's standalone, maybe it's bolted in, but that's typically why strategic can pay more, because on the back end, as they're modeling out their financials, they know what costs they're going to take out. We don't necessarily know that, but that's what they're looking at. Financial buyer most often we think of private equity firms, and private equity groups will invest on a time horizon roughly five to seven years could be longer and they'll want to buy low, sell high, and so in between, they're investing in that business to improve it, they're putting in management teams and they will take a larger entity, maybe keep it as a standalone and that would be a platform deal. And a platform deal may eventually have other firms acquired to tuck underneath it. Those acquisitions we call tuck ins or add ons. And because they are taking assets and putting them into something larger, you could say, oh well, that kind of sounds like the strategic. And the answer is, yeah, kind of does. So that's why, in a private equity deal, the hybrid, as we might also call it, could, from a multiple standpoint, look more like a strategic offer. So that's just a little financial nuance there. But typically speaking, private equity groups are going to be the biggest, you know, the biggest buyers out there. There's still a lot of dry powder and another big category that I like to spotlight. Well, there's two others I would put under this financial bucket. One is family offices might be investing in privately held companies in different asset classes. So, for example, I had a family office. Second generation was on my show and he talked about what he and his father's investment thesis is. And they're focused on warehousing, like storage, you know, storage unit for consumer storage so you can rent one for a year or whatever and put your stuff in it. So he liked they like that asset class because it has a recurring revenue model to it. And that's just one example. And what's really interesting, if you compare the time horizons for these investments, well, a family office is looking for a buy and hold, more likely than buying, selling a short period of time. So, as I said earlier about fit, this is where it's really important. If the seller doesn't want to be in a situation where it could be sold to the one fish and gobbled up by another. They want to be held for like a longer period of time and perpetuity. Then maybe they should look to you know, talking with family offices who are doing acquisitions in their space. So that's a category that is kind of under the radar and I just put a spotlight on in the book. And then the third one are ESOPs, which is a you know, think of it like an almost like a 401k program for your people. When they retire from your company, they're incentivized to stay, and when they retire they will get a distribution check, and so an ESOP is an interesting option for some other companies Again, not a fit for everyone, but it might be a fit for companies of a larger size with enough employee base, where, again, you're going to have a liability at some point to pay these people, so you have to be able to fund that. But what happens in that transaction is that the company becomes a tax-free entity, and so that's a real incentive, you know for companies to reinvest and acquire others, and it can be very positive for the culture too, yeah. David: I know quite a bit about ESOPs because you were kind enough to introduce me to Mike Silverman and in fact he and his partner, Matt were, I guess, in my podcast a few episodes ago and it's really interesting on some of the ESOP opportunities. And I'm glad you brought up the family office because, right, people don't think of that. Laurie: But when? David: I think about the. What I think of philosophically is the super family office. I think about Berkshire Hathaway's acquisition targets. But the problem is I think now they're up to where. When I started reading Warren's annual letters, they were looking for businesses with enterprise value, I think of like 25 million and up, and I think the last I checked it's half a billion or a billion and up. Just because $25 million companies don't move the needle for them. But yeah and it's kind of like their sales pitch is similar to the family office sales pitch. So I guess one way to think of it is, if you like being an aquire of Berkshire Hathaway but you're smaller than a half a billion dollars, then maybe a family office might make sense. But even then when you think about Berk acquisition requirements. They want a business that runs independently of them. They do not want to manage the business. So you're right back to. A business that can run without the owner is more valuable for everybody. Laurie: Yeah, they have the portfolio largely independent of each other. They've kept the brands, I think, pretty separate because they appreciate the brand and the competitive moat, as they like to call it, around that business. I think they look for companies that have a competitive market differentiation, so it makes sense that they don't muddle the water. David: Yeah. Laurie: Yeah. David: Have there been any positive surprises from writing the book that you didn't anticipate when you wrote? Laurie: it Surprises. Let me think about that. I think just the reviews have been so delightful and meaningful to me and I guess I just didn't think about it. I don't know that it's a surprise, it was just. Maybe I could say a surprise and delight just to see how this book is helping people or how they've shared told me that it's helping people. I think that has been a really lovely outcome. As an author, you put good in the world and you hope goodness comes back, or you hope that it's helping, but you don't really know unless people tell you, and so that's been really great, I would say. The other is with my clients. I have my clients and meet with them on a regular basis and I have clients that are reading the book and then when I meet with them they're like, yeah, I just read chapter five, let's talk about it. So this combination of I'm not going to quite do this myself, I'm going to read the book, I'm going to get knowledge, but I still want to work with someone to help me along the way, was really reinforcing that what I expected. I expected that, frankly, and I think it's important. I do think people can go through this book on their own and at some point in this call give, I'll give the listeners an option to how to make the most of it, but you can do it on your own. You can. What I think is human nature is we want someone to hold us accountable, and that's, I think, not again not necessarily a surprise, but very reinforcing. That is true and that's why just a kind of a pre announcement here I'm going to be creating an online course from the book so that it can help more people in a different way, and hopefully they'll watch the videos and they'll read the book, and I, what I'm aiming to do is reach a wider audience of entrepreneurs, not just the people who are, you know, three to five years out. This is really a book, I think. If you are beyond startup phase but you're growing your business, why not read this book and understand what it's going to take to create a more valuable exit when you're ready? So it's exciting. I'm planning to launch it in the first quarter of 2024. David: Oh, that is exciting. If somebody is interested in learning more about that is do you have any place for them to go yet, or are we too soon? Laurie: We are too soon, but that's a great idea. I should put up like a waiting list or something on my website, but the businesstransitionhandbookcom is the website page for the blog BusinessTransitionHandbookcom. Yeah, the businesstransitionhandbookcom is a page on my site, so they'll see all other pages too, but this is the landing page for the book, so what I might do is put up I'll put up a blurb at some point about awaiting this for the class. And yeah, no, I'm excited about it. Like I said, I aim to reach more people and help more people with it. David: Yeah, and you know that accountability is interesting, because one of the things I see with our clients is that one of the things that's interesting about our clients is that 90% of them have revenues between 10 and 100 million probably somewhere in the light of your clients and the vast majority of them do not borrow money. They've been financially successful enough. They've been able to, you know, internally find growth and because of in that, in addition to other reasons, and most of these also, it's a single shareholder, they don't have a board, and so these clients have zero accountability, like their only accountability is like to their family, to make sure that you know the monthly income is what they're hoping it would be. But you know, they don't have a bank to be accountable to, they don't have a board, they don't have other shareholders, so I can see where that accountability is something that they could be really helpful for them, that they don't really have anywhere else. Now, of course, they may have done that on purpose. Maybe they didn't really like being accountable. You know they were an accountable employee and then they borrowed money from the bank to start a business, so maybe they don't really like me. What do you think? Laurie: I have a client that's about 120 million revenue business in the call it food production space and he's very purposeful, has very good intentions for transition with his daughter over time and really wants to see her be successful in the company and grow with the company. And his partner, to his credit, said hey, not real name. You know, joe, you're going to want we should do a new operating agreement. You know your daughter's in the business now. She's doing a great job. We need a new operating agreement. And this operating agreement was sitting on my client's desk coffee stains. You know he literally had it in the corner of his desk. He told me he was there for nine months and then I met him in a workshop and then that was it. He said oh, that's it, I have to do something. I can't just keep looking at that document. And of course in the transition it's more than just the operating agreement. But it was so many other things too and he just the accountability was really good for him. He needed that. He really did because he had the intention to do it. It just was, you know, backburner and it was never the thing to do when all these other important things are common. Adam. David: Now that makes sense, and I just want to be clear businesstransitionbookcom or businesstransitionhandbookcom. Laurie: I just want to make sure I had it. Yeah, that's okay. It's the title of the book. Yeah, oh it's the. David: Okay yeah, I'm looking at the book. Okay, yeah, that is easy note to remember. What do you enjoy the most about your podcast? Trying to switch gears a little bit. Laurie: I love talking with people on my show about what's worked for them, what they've learned and what they would do differently and if I have an entrepreneur. I have two kinds of entrepreneurs that come on the show. One type is looking in the rearview mirror and that's where they'll get the lessons learned right. We really learn a lot from others where it just didn't quite go the way they would have liked and when they have successes, of course we learn a lot from that too. So that's one type of entrepreneur. The other type of entrepreneur is looking forward and I've started to have more conversations with entrepreneurs and I'm asking them questions about their legacy and how their intentions are for their transition and legacy, if they're open to sharing it. I've had a gentleman came on my show. He's in the HVAC space and he had let his company, his partner, know his intentions to retire in three years and it was almost like this huge weight was lifted off his shoulders and now that it's out there, they can create plans, they can work on things and it's a little bit freeing to do something like that. Other people who aren't quite ready to say what it is they want to do. We talk a little more generally about what's important to them as they think about transition and leaving a meaningful legacy for their stakeholders or family or employees, and I'm really enjoying those conversations. I also talk with people who are experts in the industry on some particular topic, like tax advisors, financial advisors, legal advisors, and those conversations are wonderful because then, as I build my Rolodex of professionals that are able to be the best fit for my clients, it's a wonderful way to do business development and people who listen to the show have. You know, not every listener becomes a client, but I have had listeners reach out. They've listened to succession stories for a year, two years, whatever it is, and they reach out and they said Lori, a longtime fan would love to talk with you. And the resources that are available from the show are on my website, like business assessments and different articles and knowledge articles give plenty of videos and ask to help people learn about different topics. So I feel like this body of knowledge. You know this thought leadership type of approach where if people listen, they learn about me, they learn about what would they do, and then maybe they want to follow up. You know is pretty exciting. So I really like that. I like when I hear from my audience. They tell me what's an interesting topic to them or questions they might have, and I think the learning is really the main thing. I'm a continuous learner I always have been and I find that with every show I'm learning something. You know, I'm learning something every time and I just love that. David: Yeah, and I've probably listened to half of your episodes. I suppose and you know that episode you have with Mike Silverman was really memorable that you know have had to introduce several clients to Mike, and so I think having the advisors on is also a great idea and that's kind of how you fit short of on my show, right? We're not talking about the ICDisc program at all, but you're somebody who my clients outside the ICDisc may find value to this conversation and yeah and I'm like you I love to hear, to hear, people's stories on the Colby. I'm an 8643, which I don't know. If you know the Colby, I do know the Colby. So I'm. That's what's called high fact finding. Okay, so I lead with the fact finding. So for me, I'm always more comfortable, you know, asking questions than answering them. Maybe that's from childhood trauma, where I was forced to answer too many uncomfortable questions by my parents. I don't know. Well, I can't believe how the time has flown by. By the way, what's your website? Laurie: My website is thebusinesstransitionsherpacom. David: Oh, okay, I like it. Laurie: Thank you, you know. I just wanted to mention David, because if your listeners are finding this topic helpful, that's good, you know, and then they probably might be wondering well, what's the next step? Or you know how do I sort of take small nibbles as opposed to biting off a whole arm, and I would recommend that. You know, I don't want people to feel overwhelmed, I want them to feel reassured that we have a process and we'll work with them to meet them where they are and I guess the you know. The next thing would be to reach out and whether they are in a mode of transition and planning, which is what I'll call pre-M&A right, not that they have to sell, but just conceptually. And then, for folks who are anticipating selling to a third party or a family member, you know that transaction somehow some way. So I'm a certified Mergers and Acquisitions Advisor and can help steer them on that path, from the practical side as well as the emotional side, to get a deal done that makes them happy. Okay, I like it. David: If people want to reach out to you, is LinkedIn probably the best way. Laurie: Yeah, linkedin's a great way. Let me know that you heard me on the show. That would be awesome, and I think, david, you'd probably love to know that too. And they could reach me on my website. As you said, the business transition Sherpa, there's a spot to book directly with me. We can connect via Calendly. David: Okay, and then what's the website for the podcast? Laurie: Successionstoriescom is the name of the show and again, you can find it directly on my website in the podcast section. All the catalog of the shows are there, but it's in every type of platform, so if you're Apple or Spotify or whatever you like, you'll find it. David: That's great. So here's the surprise question I promised you. Laurie: So I have two questions left. David: And so here comes the surprise one. So if you could go back in time and give advice to your 25 year old self, what advice might you give? Laurie: I think I should have bought a business. David: Okay, so you would have encouraged yourself to buy a business. Laurie: Yes, when I was 25 and I was graduating from my master's program. It was all about the next great tech startup, yeah, and creating that from scratch. And that wasn't me, yeah. But I knew I wanted to be an entrepreneur. I just didn't feel like that was me in that mold. And I think now I'm more attuned to entrepreneurs through acquisition, you know as a category, and I didn't mention them, but they also would fall under the financial buyer category and there are many of them out there, not just in the US but around the world, who are interested in being part of that succession plan for a founder next generation leader. David: If you do you ever listen to the my First Million podcast. Laurie: I'd spent a while, but I'm familiar with it. You like that. David: They had a guest on recently. That is probably certainly my top five favorite podcast interviews ever and it's about a woman Sarah I forget her last name, but she was getting her MBA and decided she was going to buy a business with and she had zero money. She was going to buy a business you like these real estate advertisements? Buying real estate with no money down. She was going to buy a business with no money down and it's just a fascinating story of the process she went through through in just an astonishingly wonderful interview that I couldn't recommend highly enough. So apparently she was able to somehow go back in time and give her a 25 year old self that advice because she managed to pull that off. That's very cool. Is there anything we didn't cover that you wish we had? Laurie: Well, I think just to reiterate for people that when time is on your side, you can make an impact on your future and give yourself the space to work on your business and not just in your business. That would probably be my main advocacy and surround yourself with people that can help hold you accountable to the process and meet you where you are. So if they are just thinking about it, trying to figure it out, trying to understand what's their business worth today, yeah, that's a great place to start to. You know, try to figure out and model. Where are you now, where do you want to be and what's the gap and how are you going to get there? David: That's awesome, Laurie. I really appreciate your time on the show and I appreciate you taking the time to be on here. Laurie: Well, David, thank you for having me. I know this is my second time around you and I talked on a different show. We did. David: Yeah, we did. Laurie: It's lovely to be back with you and reconnect, and I'm just so glad that you are sharing this content with your audience, and I appreciate you, thank you. David: Yeah, it is my pleasure. Well, I hope you have a great day. Laurie: You too. Special Guest: Laurie Barkman.

We were Live in Germantown Philadelphia for their Local Government Elections. On this noisy but epic episode, we had a chance to participate in the Local Government elections for city Mayor, Councilors and Judges in Philly, and conducted several interviews with those present at the polling station including: voters and polling station workers and the surrogates working for the candidates. We even got a chance to do a quick Live out-door studio show recorded before an audience comprising residents of the community who took particular interest in the conversations we had with Kevin Poole who spared no time to speak at length with us about Philadelphia Politics, Cherelle Parker, Donald Trump and why he should be ineligible and the state of our country's conscience and the decadence of its morality. Kevin Poole, who is a Democratic Committee member in the 59th ward 10th division was campaigning for Cherelle and was confident that she would get the nomination to ne the 100th mayor of Philadelphia. Moreover, Cherelle would also become the first woman and fist black woman if she were elected. We did the recording on the day of the elections while at the polling station in Germantown Philadelphia on Wednesday November 8, 2023. Cherelle Parker, a Democratic candidate eventually won the mayoral race by a landslide, beating David Oh, the GOP candidate. We also had a chance to speak with several other volunteer workers who had much advice for the candidates vying to become the next crop of leaders who will steer Philly in the next phase of this century. On top of people's concerns were Homelessness, Poverty, Crime and Violence and Education. One conversation was quite interesting especially when a resident of the area stated that homelessness needs to be a big thing just as how elections are big and the candidates have posters and flyers all over, he stated that we need to see more of homeless resources being promoted in the city with the same level of urgency. The show was intense, deep and an enriching experience. We drew attention from several onlookers as we conducted the interviews in open space at the polling station. The NeoLiberal Round Podcast and The NeoLiberal Journals were the only media covering the polling station in Germantown. The NeoLiberal Round Podcast and The NeoLiberal Journals are produced and published by The NeoLiberal Corporation, serving the world today to solve tomorrow's challenges by making popular what was the monopoly! Visit us at https://theneoliberal.com or https://renaldocmckenzie.com Get a copy of our Published work, Renaldo McKenzie book: Neoliberalism, Globalization, Income Inequality, Poverty and Resistance at Amazon, Barnes and Noble, Wal-Mart and at The Neoliberal Corporation - https://theneoliberal.com/shop or https://renaldocmckenzie.com/theneoliberalbookstore. Follow us on Twitter: https://twitter.com/renaldomckenzie or theneoliberalco. This audio is available in video via our YouTube channel. Subscribe here:  https://youtube.com/@RenaldoMckenzie  Spotify: https://open.spotify.com/show/2bZOONcuZ3eIHXRYwkqWLM?si=58b4e0d80605421e The show (#theneoliberalround #podcast) is also available in audio podcast on any stream! Find your stream here: https://anchor.fm/theneoliberal. Show your support by sharing, subscribing and or donating to us at: https://anchor.fm/theneoliberal/support --- Send in a voice message: https://podcasters.spotify.com/pod/show/theneoliberal/message Support this podcast: https://podcasters.spotify.com/pod/show/theneoliberal/support

Dom welcomes Republican candidate for Philadelphia Mayor David Oh back onto the Dom Giordano Program on Election Day, to hear how he's feeling as the votes come in. David Oh tells us how he's feeling, laying forth the things that Philadelphia needs from a new Mayor to recover to its once-great status. Giordano and Oh discuss campaign strategy, with Oh explaining why he found it so important to appeal to Philadelphia's large and diverse immigrant community, expressing frustration that the same strategy is not regularly employed by Philadelphia's GOP leadership. (Photo by Getty Images)

Full Hour | In today's second hour, Dom welcomes Republican candidate for Philadelphia Mayor David Oh back onto the Dom Giordano Program on Election Day, to hear how he's feeling as the votes come in. David Oh tells us how he's feeling, laying forth the things that Philadelphia needs from a new Mayor to recover to its once-great status. Giordano and Oh discuss campaign strategy, with Oh explaining why he found it so important to appeal to Philadelphia's large and diverse immigrant community, expressing frustration that the same strategy is not regularly employed by Philadelphia's GOP leadership. Then, Dom spends the remainder of the hour bouncing off multiple topics, including today's Election Day and the situation on the Gaza Strip. Dom tells of a new film, ‘Bearing Witness,' being shown in private showings to media narrative-makers.

In our second interview with Philly's mayoral candidates, host Trenae Nuri speaks with Democrat Cherelle Parker. Hear about Parker's plans if elected, what Philadelphia experiences molded her, and what some of her favorite places in the city are. Read more about Cherelle Parker's campaign here. And, check out news coverage about the candidate: Who Is Cherelle Parker? Cherelle Parker is proud of her West Oak Lane roots. As mayor, could she save Philly's ‘middle neighborhoods'? Cherelle Parker on the Sixers arena, the next police commissioner, and the situation in Kensington ICYMI, listen to our earlier interview with GOP candidate David Oh. Want some more Philly news? Then make sure to sign up for our morning newsletter Hey Philly. We're also on Twitter and Instagram! Follow us @citycastphilly. Have a question or just want to share some thoughts with the team? Leave us a voicemail or send us a text at 215-259-8170. Interested in advertising with City Cast? Find more info here. Learn more about your ad choices. Visit megaphone.fm/adchoices

On November 7, Philadelphians will select the city's 100th mayor. This week, we're hearing from both candidates to get to know them better and help you make your choice. On today's episode, host Trenae Nuri chats with Republican candidate David Oh about his record, plans, and his favorite spots in Philly. Visit David Oh's campaign website here. Read more news coverage about the candidate: David Oh isn't a typical Republican. He likes it that way. Who Is David Oh? Want some more Philly news? Then make sure to sign up for our morning newsletter Hey Philly. We're also on Twitter and Instagram! Follow us @citycastphilly. Have a question or just want to share some thoughts with the team? Leave us a voicemail or send us a text at 215-259-8170. Interested in advertising with City Cast? Find more info here. Learn more about your ad choices. Visit megaphone.fm/adchoices

Michael Blackson signs with Celebrity Boxing CEO, Founder Damon Feldman and calls out Kevin Hart. Dwight Howard responds to public concern over his sexual assault lawsuit. Jay-Z's Book of Hov Exhibit is at the Brooklyn Free Library. Jay-Z speaks out about the viral question, "having lunch with Jay-Z or take $500,000."Philadelphia Mayoral Candidate David Oh talks about his plan for crime, public safety, mental health, poverty, schools, and the opioid crisis in Philly.

It's the Friday News Roundup! Host Trenae Nuri talks with Chris Brennan, political reporter at The Philadelphia Inquirer and O.J. Spivey, sports correspondent at The Philadelphia Tribune. They discuss what happened at the only debate between Philadelphia mayoral candidates Cherelle Parker and David Oh, how to cope with the Phillies' loss by getting excited about Eagles season, and Wawa pizza.  Our Friday shows are powered by great local journalism:  Philly mayoral debate recap: Cherelle Parker and David Oh talk crime, year-round schooling, new 76ers arena Eagles win in Kelly Green Check out our episode on Philly's pizza scene here. Want some more Philly news? Then make sure to sign up for our morning newsletter Hey Philly. We're also on Twitter and Instagram! Follow us @citycastphilly Have a question or just want to share some thoughts with the team? Leave us a voicemail at 215-259-8170.  Interested in advertising with City Cast? Find more info here. Learn more about your ad choices. Visit megaphone.fm/adchoices

Join Dom Giordano and his producer Dan Borowski every weekday from Noon - 1PM ET as they broadcast live on YouTube, Facebook, and Twitter. To catch the rest of the show, head to 1210WPHT.com or the Audacy app! Subscribe to get the news that matters the most! Live and local 6a-7p! LISTEN LIVE https://www.audacy.com/stations/1210wpht Download the Audacy App today and stream WPHT wherever you are! https://www.audacy.com/about#app FOLLOW US: TWITTER - https://twitter.com/1210WPHT INSTAGRAM: https://www.instagram.com/1210wpht/ FACEBOOK: https://www.facebook.com/1210WPHT

Join Dom Giordano and his producer Dan Borowski every weekday from Noon - 1PM ET as they broadcast live on YouTube, Facebook, and Twitter. To catch the rest of the show, head to 1210WPHT.com or the Audacy app! Subscribe to get the news that matters the most! Live and local 6a-7p! LISTEN LIVE https://www.audacy.com/stations/1210wpht Download the Audacy App today and stream WPHT wherever you are! https://www.audacy.com/about#app FOLLOW US: TWITTER - https://twitter.com/1210WPHT INSTAGRAM: https://www.instagram.com/1210wpht/ FACEBOOK: https://www.facebook.com/1210WPHT

Full Hour | Today, Dom led off the Dom Giordano Program by offering his review of 6ABC's Mayoral Town Hall yesterday featuring both Cherelle Parker and David Oh. Dom, who was in attendance, criticizes the lack of time spent on the burgeoning crime issue. Giordano also reveals that one name was not mentioned the entire time, Philadelphia District Attorney Larry Krasner. Then, Dom offers his review of last night's Phillies game, pointing fingers towards fans who left in the 7th and 8th innings as a contributor to the loss, and the necessity for an incredibly loud Citizens Bank Park tonight. Then, Dom welcomes back Matt Zucker, a longtime friend and former Program Director from WWDB, to discuss the Israel situation. Zucker, who now lives in Israel, has a son who's serving in Israel's military, offers listeners a first-hand perspective of the horrific situation unfolding in Israel as Hamas continues to invade the country. Zucker explains the pride that Israelis still have for their Country, telling that the only thing that would ever make Israelis consider leaving their homeland would be if their country is too weak to fight back, which he doesn't see happening.

Mayoral candidates Democrat Cherelle Parker and Republican David Oh share their visions to improve public safety and raise Philadelphians' quality of life. They both share stories of humble beginnings that inform their future policy decisions. Election Day to choose the city's 100th mayor is November 7th. To learn more about listener data and our privacy practices visit: https://www.audacyinc.com/privacy-policy Learn more about your ad choices. Visit https://podcastchoices.com/adchoices

David Colebatch, CEO of Tidal, joins Corey on Screaming in the Cloud to discuss Tidal's recent shift to a product-led approach and why empathizing with customers is always their most important job. David describes what it was like to grow the company from scratch on a boot-strapped basis, and how customer feedback and challenges inform the company strategy. Corey and David discuss the cost-savings measures cloud customers are now embarking on, and David discusses how constant migrations are the new normal. Corey and David also discuss the impact that generative AI is having not just on tech, but also on creative content and interactions in our everyday lives. About David David is the CEO & Founder of Tidal.  Tidal is empowering businesses to transform from traditional on-premises IT-run organizations to lean-agile-cloud powered machines.Links Referenced: Company website: https://tidal.cloud LinkedIn: https://www.linkedin.com/in/david-colebatch/ TranscriptAnnouncer: Hello, and welcome to Screaming in the Cloud with your host, Chief Cloud Economist at The Duckbill Group, Corey Quinn. This weekly show features conversations with people doing interesting work in the world of cloud, thoughtful commentary on the state of the technical world, and ridiculous titles for which Corey refuses to apologize. This is Screaming in the Cloud.Corey: Welcome to Screaming in the Cloud. I'm Corey Quinn. Returning guest today, David Colebatch is still the CEO at Tidal. David, how have you been? It's been a hot second.David: Thanks, Corey. Yeah, it's been a fantastic summer for me up here in Toronto.Corey: Yeah, last time I saw you, was it New York or was it DC? They all start to run together to me.David: I think it was DC. Yeah.Corey: That's right. Public Sector Summit where everything was just a little bit stranger than most of my conversations. It's, “Wait, you're telling me there's a whole bunch of people who use the cloud but don't really care about money? What—how does that work?” And I say that not from the position of harsh capitalism, but from the position of we're a government; saving costs is nowhere in our mandate. Or it is, but it's way above my pay grade and I run the cloud and call it good. It seems like that attitude is evolving, but slowly, which is kind of what you want to see. Titanic shifts in governing are usually not something you want to see done on a whim, overnight.David: No, absolutely. A lot of the excitement at the DC summit was around new capabilities. And I was actually really intrigued. It was my first time in the DC summit, and it was packed, from the very early stages of the morning, great attendance throughout the day. And I was just really impressed by some of the new capabilities that customers are leveraging now and the new use cases that they're bringing to market. So, that was a good time for me.Corey: Yeah. So originally, you folks were focused primarily on migrations and it seems like that's evolving a little bit. You have a product now for starters, and the company's name is simply Tidal, without a second word. So, brevity is very much the soul of wit, it would seem. What are you doing these days?David: Absolutely. Yeah, you can find us at tidal.cloud. Yeah, we're focused on migrations as a primary means to help a customer achieve new capabilities. We're about accelerating their journey to cloud and optimizing once they're in cloud as well. Yeah, we're focused on identifying the different personas in an enterprise that are trying to take that cloud journey on with people like project, program managers, developers, as well as network people, now.Corey: It seems, on some level, like you are falling victim to the classic trap that basically all of us do, where you have a services company—which is how I thought of you folks originally—now, on some level, trying to become a product or a platform company. And then you have on the other side of it—places that we're—“Oh, we're a SaaS company. This is hard. We're going to do services instead.” And it seems like no one's happy. We're all cats, perpetually on the wrong side of a given door. Is that an accurate assessment for where you are? Or am I misreading the tea leaves on this one?David: A little misread, but close—Corey: Excellent.David: You're right. We bootstrapped our product company with services. And from day one, we supported our customers, as well as channel partners, many of the [larger size 00:03:20] that you know, we supported them in helping their customers be successful. And that was necessary for us as we bootstrapped the company from zero. But lately, and certainly in the last 12 months, it's very much a product-led company. So, leading with what customers are using our software for first, and then supporting that with our customer success team.Corey: So, it's been an interesting year. We've seen simultaneously a market correction, which I think has been sorely needed for a while, but that's almost been overshadowed in a lot of conversations I've had by the meteoric rise and hype around generative AI. Have you folks started rebranding everything with a fresh coat of paint labeled generative AI yet as it seems like so many folks have? What's your take on it?David: We haven't. You won't see a tidal.ai from us. Look, our thoughts are leveraging the technology as we always had to provide better recommendations and suggestions to our users, so we'll continue to embrace generative AI as it applies to specific use cases within our product. We're not going to launch a brand new product just around the AI theme.Corey: Yeah, but even that seems preferable to what a lot of folks are doing, which is suddenly pivoting their entire market positioning and then act, “Oh, we've been working in generative AI for 5, 10, 15 years,” in some cases. Google and Amazon most notably have talked about how they've been doing this for decades. It's, “Cool. Then why did OpenAI beat you all to the punch on this?” And in many cases, also, “You've been working on this for decades? Huh. Then why is Alexa so terrible?” And they don't really have a good talking point for that yet, but it's the truth.David: Absolutely. Yeah. I will say that the world changed with the OpenAI launch, of course, and we had a new way to interact with this technology now that just sparked so much interest from everyday people, not just developers. And so, that got our juices flowing and creativity mode as well. And so, we started thinking about, well, how can we recommend more to other users of our system as opposed to just cloud architects?You know, how can we support project managers that are, you know, trying to summarize where they're at, by leveraging some of this technology? And I'm not going to say we have all the answers for this baked yet, but it's certainly very exciting to start thinking outside the box with a whole new bunch of capabilities that are available to us.Corey: I tried doing some architecture work with Chat-Gippity—yes, that is how I pronounce it—and it has led me down the primrose path a little bit because what it says is often right. Mostly. But there are some edge-case exceptions of, “Ohh, it doesn't quite work that way.” It reminds me at some level of a junior engineer who doesn't know the answer, so they bluff. And that's great, but it's also a disaster.Because if I can't trust the things you tell me and you to call it out when you aren't sure on something, then I've got to second guess everything you tell me. And it feels like when it comes to architecture and migrations in particular, the devil really is in the details. It doesn't take much to design a greenfield architecture on a whiteboard, whereas being able to migrate something from one place to another and not have to go down in the process? That's a lot of work.David: Absolutely. I have used AI successfully to do a lot of research very quickly across broad market terms and things like that, but I do also agree with you that we have to be careful using it as the carte blanche force multiplier for teams, especially in migration scenarios. Like, if you were to throw Chat-Gippity—as you say—a bunch of COBOL code and say, “Hey, translate this,” it can do a pretty good job, but the devil is in that detail and you need to have an experienced person actually vet that code to make sure it's suitable. Otherwise, you'll find yourself creating buggy things downstream. I've run into this myself, you know, “Produce some Terraform for me.” And when I generated some Terraform for an architecture I was working on, I thought, “This is pretty good.” But then I realized, it's actually two years old and that's about how old my skills were as well. So, I needed to engage someone else on my team to help me get that job done.Corey: So, migrations have been one of those things that people have been talking about for well, as long as we've had more than one data center on the planet. “How do we get our stuff from over here to over there?” And so, on and so forth. But the context and tenor of those conversations has changed dramatically. What have you seen this past year or so as far as emerging trends? What is the industry doing that might not be obvious from the outside?David: Well, cost optimization has been number one on people's minds, and migrating with financial responsibility in mind has been refreshing. So, working backwards from what their customer outcomes are is still number one in our book, and when we see increasingly customers say, “Hey, I want to migrate to cloud to close a data center or avoid some capital outlay,” that's the first thing we hear, but then we work backwards from what was their three-year plan. And then what we've seen so far is that customers have changed from a very IT-centric view of cloud and what they're trying to deliver to much more business-centric. Now, they'll say things like, “I want to be able to bring new capabilities to market more quickly. I want to be able to operate and leverage some of these new generative AI technologies.” So, they actually have that as a driving force for migrations, as opposed to an afterthought.Corey: What I have found is that, for whatever reason, not giving a shit about the AWS bill in my business was a zero-interest-rate phenomenon. Suddenly people care an awful lot. But they're caring is bounded. If there's a bunch of easy stuff to do that saves a giant pile of money, great, yeah, most folks are going to do that. But then it gets into the idea of opportunity cost and trade-offs. And there's been a shift there that I've seen where people are willing to invest more in that cost-cutting work than they were in previous years.It makes sense, but it's also nice to finally have a moment to validate what I've assumed for seven years now that, yeah, in a recession or a retraction of the broader industry, suddenly, this is going to be top-of-mind for a lot of folks. And it's nice to see that that approach was vindicated because the earlier approach that I saw when we saw something like this was at the start of Covid. And at that point, no one knew what was happening week-to-week and consulting leads basically stopped for six months. And that was oh, maybe we don't have a counter-cyclical business. But no, it turns out that when money means something again as interest rates rise, people care about it more.David: Yeah. It is nice to see that. And people are trying to do more with less and become more efficient in an advanced pace these days. I don't know about you, but I've seen the trends towards the low-hanging fruit being done at this point so people have already started using savings plans and capabilities like that, and now they're embarking in more re-architecture of applications. But I think one stumbling block that we've noticed is that customers are still struggling to know where to apply those transformations across their portfolio. They'll have one or two target apps that everybody knows because they're the big ones on the bill, but beneath that, the other 900 applications in their portfolio, which ones do I do next? And that's still a question that we're seeing come up, time and again.Corey: One thing that I'm starting to see people talking about from my perspective, has been suddenly they really care about networking in a way that they did not previously. And I mean, this in the TCP/IP sense, not the talking to interesting people and doing interesting things. That's been basically steady-state for a while. But from my perspective, the conversations I'm having are being driven by, “Wait a minute. AWS is going to start charging $3.50 a month per assigned IPV4 address. Oh, dear. We have been careless in our approach to this.” Is that something that you're seeing shaping the conversations you're having with folks?David: Oh yeah, absolutely. I mean right off the bat, our team went through very quickly and inventoried our IPV4, and certainly, customers are doing that as well. I found that, you know, in the last seven years, the migration conversations were having become broader across an enterprise customer. So, we've mapped out different personas now, and the networking teams playing a bigger role for migrations, but also optimizations in the cloud. And I'll give you an example.So, one large enterprise, their networking team approached us at the same time as their cloud architects who were trying to work on a migration approached us. And the networking team had a different use case. They wanted to inventory all the IP addresses on-premises, and some that they already had in the cloud. So, they actually leveraged—shameless plug here—but they leveraged out a LightMesh IPAM solution to do that. And what that brought to light for us was that the integration of these different teams working together now, as opposed to working around each other. And I do think that's a bit of a trend change for us.Corey: IPAM has always been one of those interesting things to me because originally, the gold standard in this space was—let's not kid ourselves—a Microsoft Excel spreadsheet. And then there are a bunch of other offerings that entered into the space. And for a while I thought most of these were ridiculous because the upgrade was, you know, Google Sheets so you can collaborate. But having this done in a way with particular permissions and mapping in a way that's intuitive and doesn't require everyone to not mess up when they're looking at it, especially as you get into areas of shared responsibility between different divisions or different team members who are in different time zones and whatnot, this becomes a more and more intractable problem. It's one of those areas where small, scrappy startups don't understand what the fuss is about, and big enterprises absolutely despair of finding something that works for them.AWS launched their VPC IPAM offering a while back and if you look at it from the perspective of competing with Google Sheets, its pricing is Looney Tunes. But I've met an awful lot of people who have sworn by it in the process, as they look at these things. Now, of course, the caveat is that like most AWS offerings, it's great in a pure AWS native environment, but as soon as you start getting into other providers and whatnot, it gets very tricky very quickly.David: No, absolutely. And usability of an IP address management solution is something to consider. So, you know, if you're trying to get on board with IPAM, do you want to do three easy steps or do you want to follow 150? And I think that's a really big barrier to entry for a lot of networking teams, especially those that are not too familiar with cloud already. But yeah, where we've seen the networking folks get more involved is around, like, identifying endpoints and devices that must be migrated to cloud, but also managing those subnets and planning their VPC designs upfront.You've probably seen this before yourself where customers have allocated a whole bunch of address space over time—an overlapping address space, I should say—only to then later want to [peer 00:13:47] those networks. And that's something that if you think you're going to be doing downstream, you should really plan for that ahead of time and make sure your address space is allocated correctly. Problems vary. Like, everyone's architecture is different, of course, but we've certainly noticed that being one of the top-button items. And then that leads into a migration itself. You're not migrating to cloud now; you're migrating within the cloud and trying to reorganize address spaces, which is a whole other planning activity to consider.Corey: When you take a look at, I guess the next step in these things, what's coming next in the world of migrations? I recently got to talk to someone who was helping their state migrate from, effectively, mainframes in many cases into a cloud environment. And it seems, on some level, like everyone on a mainframe, one, is very dependent on that workload; those things are important, so that's why they're worth the extortionate piles of money, but it also feels like they've been trying to leave the mainframe for decades in many cases. Now, there's a sense that for a lot of these folks, the end is nigh for their mainframe's lifespan, so they're definitely finally taking the steps to migrate. What's the next big frontier once the, I guess, either the last holdouts from that side of the world wind up getting into a cloud or decide they never will? It always felt to me like migrations are one of those things that's going to taper off and it's not going to be something that is going to be a growth industry because the number of legacy workloads is, at least theoretically, declining. Not so sure that's accurate, though.David: I don't think it is either. If we look back at past migrations, you know, 90, 95% of them are often lift-and-shift to EC2 or x86 on VMware in the cloud. And a lot of the work that we're seeing now is being described as optimization. Like, “Look at my EC2 workloads and come up with cloud-native or transformative processes for me.” But those are migrations as well because we run the same set of software, the same processes over those workloads to determine how we can re-platform and refactor them into more native services.So, I think, you know, the big shift for us is just recognizing that the term ‘migrations' needs to be well-defined and communicated with folks. Migrations are actually constant now and I would argue we're doing more migrations within customers now than we have in the past because the rate of change is just so much faster. And I should add, on the topic of mainframe and legacy systems, we have seen this pivot away from teams looking for emulation layers for those technologies, you know, where they want to forklift the functionality, but they don't want to really roll up their sleeves and do any coding work. So, they're previously looking to automatically translate code or emulate that compute layer in the cloud, and the big pivot we've seen in the last 12 months, I'd say, is that customers are more willing to actually understand how to rebuild their applications in the cloud. And that's a fantastic story because it means they're not kicking that technology debt can down the road any further. They're really trying to embrace cloud and leverage some of these new capabilities that have come to market.Corey: What do you see as, I guess, the reason that a number of holdouts have not yet done a migration? Like, historically, I've seen some that are pretty obvious: the technology wasn't there. Well, cloud has gotten to a point now where it is hard to identify a capability that isn't there in some form. And there's always been the sunk cost fallacy where, “Well, we've already bought all this stuff, and it's running here, so if we're not replacing it anytime soon, there's no cost benefit for us to replace it.” And that's actually correct. That's not a fallacy there. But there's also the, “Well, it would be too much work to move.” Sometimes true, sometimes not. Are you seeing a shift in the reasons that people are giving to not migrate?David: No, I haven't. It's been those points mostly. And I'd say one of the biggest inhibitors to people actually getting it done is this misconception that it costs a lot of money to transform and to adopt cloud tools. You've seen this through the technology keeps getting easier and easier to adopt and cheaper to use. When you can provision services for $0 a month and then scale with usage patterns, there's really no reason not to try today because the opportunity cost is so low.So, I think that one of the big inhibitors that comes up, though, is this cultural barrier within organizations where teams haven't been empowered to try new things. And that's the one thing that I think is improving nowadays, as more of this how-to-build-in-the-cloud capability becomes permeated throughout the organization. People are saying, “Well, why can't we do that?” As opposed to, “We can't do that.” You know what I mean? It's a subtle difference, but once leadership starts to say, “Why can't we do this modern thing in the cloud? Why can't we leverage AI?” Teams are given more rope to try and experiment, and fail, of course. And I think ultimately, that culture shift is starting to take root across enterprise and across public sector as well.Corey: One of the things that I find surprising is the enthusiasm with which different market segments jump onto different aspects of cloud. Lambda is a classic example, in that it might be one of the services that is more quickly adopted by enterprises than by startups and a lot of cases. But there's also the idea of, “Oh, we built this thing last night, and it's awesome.” And enterprises, like you know, including banks and insurance companies don't want to play those games, for obvious reasons.Generative AI seems to be a mixed bag around a lot of these things. Have you had conversations with a number of your clients around the generative AI stuff? Because I've seen Amazon, for example, talking about it, “Oh, all our customers are asking us about it.” And, mmm, I don't know. Because I definitely have questions about and I'm exploring it, but I don't know that I'm turning to Amazon, of all companies, to answer those questions, either.David: Yeah. We've certainly had customer conversations about it. And it depends, again, on those personas. On the IT side, the conversations are mostly around how can they do their jobs better. They're not thinking forwards about the business capabilities. So, IT comes to us and they want to know how can we use generative AI to create Lambda functions and create stateless applications more quickly as a part of a migration effort. And that's great. That's a really cool use case. We've used that generative AI approach to create code ourselves.But on the business side, they're looking forwards, they want to use generative AI in the, again, the sample size of my customer conversations, but they see that the barrier to entry is getting their data in a place that they can leverage it. And to them, to the business, that's what's driving the migration conversations they're having with us, is, “How do I exfil my data and get it into the cloud where I can start to leverage these great AI tools?”Corey: Yeah, I'm still looking at use cases that I think are a little less terrifying. Like, I want to wind up working on a story or something. Or I'll use it to write blog posts; I have a great approach. It's, “Write a blog post about this topic and here are some salient points and do it in the style of Corey Quinn.” I'll ask Chat-Gippity to do that and it spits out something that is, frankly, garbage.And I get angry at it and I basically copy it into a text editor and spent 20 minutes mansplain-correcting the robot. And by the time it's done, I have, like, a structure of an article that talks about the things I want to talk about correctly. And there may be three words in a sequence that were originally there. And frankly, I'm okay with plagiarizing from the thing that is plagiarizing from me. It's a beautiful circle of ripping things off that that's glorious for me.But that's also not something that I could see being useful at any kind of scale, where I see companies getting excited about a lot of this stuff, it all seems to be a thin veneer over, “And then we can fire our customer service people,” which from a labor perspective is not great, but ignoring that entirely, as a customer, I don't want that. Because by the time I have to reach out to a company's customer service apparatus, something has gone wrong and it isn't going to be solved by the standard list of frequently asked questions that I clicked on. It's something that is off the beaten path and anomalous and requires human judgment. Making it harder for me to get to people who can fix those things does not thrill and delight me.David: I agree. I'm with you there. Where I get excited about it, though, is how much of a force multiplier it can be on that human interaction. So, for example, in that customer's service case you mentioned, you know, if that customer service rep is empowered by an AI dashboard that's listening to my conversation and taking notes and automatically looking up in my knowledge base how to support that customer, then that customer success person can be more successful more quickly, I think they can be more responsive to customer needs and maybe improve the quality, not just the volume of work they do but improve the quality, too.Corey: That's part of the challenge, too. There have been a number of companies that have gotten basically rapped across the snout for just putting out articles as content, written by AI without any human oversight. And these don't just include, you know, small, scrappy content mills; they include Microsoft, and I believe CNN, if I'm not mistaken, had something similar with that going on. I'm not certain on that last one. I don't want to defame them, but I know for a fact Microsoft did.David: Yeah, and I think some of the email generators are plugging into AI now, too, because my spam count has gone through the roof lately.Corey: Oh, my God. I got one recently saying, “Hey, I noticed at The Duckbill Group that you fix AWS bills. Great. That's awesome and super valuable for your clients.” And then try to sell me bill optimization and process improvement stuff. And it was signed by the CEO of the company that was reaching out.And then there was like—I expand the signature view, and it's all just very light gray text make it harder to read, saying, “This is AI generated, yadda, yadda, yadda.” Called the company out on Twitter, and they're like, “Oh, we only have a 0.15% error rate.” That sounds suspiciously close to email marketing response rates. “Welp, that means 99% of it was perfect.” No, it means that you didn't get in front of most of those people. They just ignored it without reading it the way we do most email outreach. So, that bugs me a fair bit. Because my perspective on it is if you don't care enough to actually craft a message to send me, why should I care enough to read it?David: Completely agree. I think a lot of people are out there looking for that asymmetric, you know, leverage that you can get over the market, and generating content, to them, has been a blocker for so long and now they're just opening up the fire hose and drowning us all with it. So I'm, like, with you. I think that I personally don't expect to get value back from someone unless I put value into that relationship. That's my starting point coming into it, so I would maybe use AI to help assist forming a message to someone, but I'm not going to blast the internet with content. I just think that's a cheeky low-value way to go about it.Corey: I don't track the numbers anymore, but I know that at this point, through the size of my audience and the content that I put out, I have taken, collectively, millennia of human time focusing on—that has been spent consuming the content that I put out. And as a result of that, I have a guiding principle here, which is first and foremost, you've got to respect your audience. And I'm just going to have a robot phone it in is not respecting your audience. I have no problem with AI assistants, but it requires human oversight before it goes out. I would never in a million years send anything out to the audience that I hadn't at least read or validated first.But yeah, some of the signups that go out, the automatic things that you click a button and sign up for my newsletter at lastweekinaws.com, you get an auto message that comes out. Yeah, it comes out under my name and I either wrote it or reviewed it, depending on what generation of system we're on these days, because it has my name attached to it. That's the way that this works. Your credibility is important and having a robot spout off complete nonsense and you get the credit or blame for it? No thanks. I want to be doomed from my own sins, not the ones that a computer makes on my behalf.David: [laugh]. Yeah, I'm with you. It's unfortunate that so many people expect the emails from you are generated now. We have the same thing when people sign up for Tidal Accelerator or Tidal LightMesh, they get a personal email from me. They'll get the automated one as well, but I generally get in there through our CRM, and I send them a message, too. And sometimes they'll respond and say, “This isn't really David, is it?” No, no, it's me. You don't have to respond. I wanted to let you know that I'm thankful for you trialing our software.Corey: Oh, yeah. You can hit reply to any email I send out. It comes from corey@lastweekinaws.com and it goes to my inbox. The reason that works, frankly, at this scale is because no one does it. People don't believe that that'll actually work. So, on a busy week, I'll get maybe a dozen email replies to it or one or two misconfigured bounces from systems that aren't set up properly to do those things. And I weed those out because they drive me nuts.But it's a yeah, the only emails that I get to that address, honestly, are the test copies of those messages that go out, too, because I'm on my own newsletter list. Who knew? I have two at the moment. I have—yes, I have two specific addresses on that, so I guess technically, I'm inflating the count of subscribers by two, if advertisers ask. But you know, at 32,000 and change, I will take the statistical fudging.David: Absolutely. We all expect that.Corey: No, the depressing part, when I think about that is, there's a number of readers I have on the list that I know for a fact that I've been acquainted with who have passed away. They're never going to unsubscribe from these things until the email starts bouncing at some and undefinable point in the future. But it's also—it feels morbid, but on some level, if I continue doing this for the rest of my life, I'm going to have a decent proportion of the subscriber base who's died. At least when people leave their jobs, like, their email address gets turned off, things start bouncing and cool that gets turned off automatically because even when people leave voluntarily, no one bothers to go through an unsubscribe from all this stuff. So, automated systems have to do it. That's great. I'm not saying computers shouldn't make life better. I am saying that they can't replace a fundamental aspect of human caring.David: So, Corey Quinn, who has influence over the living and the dead. It's impressive.Corey: Oh, absolutely. Honestly, if I were to talk to whoever came up with IBM's marketing strategy, I feel like I'd need to conduct a seance because they're probably 300 years old if they're still alive.David: [laugh]. Absolutely.Corey: No, I get passionate about this stuff because so much of a lot of the hype now has been shifting away from letting people expand their reach further and doing things in intentional ways and instead toward absolute garbage, such as, “Cool, we want to get a whole bunch of clicks so we can show ads to them, so we're going to just generate all bunch of crap to your content and throw it out there.” Everything I write, even stuff that admittedly, from time to time, is aimed for SEO purposes for specific things that we're doing, but that's always done from a perspective of okay, my primary SEO strategy is write compelling, original content and then people presumably link to it. And it works. It's about respecting the audience and so many things get that wrong.David: Yeah, absolutely. It's kind of scary now because I always thought that podcasts and video were the last refuge of authentic content. And now people are generating that as well. You know, you're watching a video and you realize hey, that voice sounds exactly consistent, you know, all the way through. And then it turns out, it's generated. And there's a YouTube channel I follow because I'm an avid sailor, called World On Water. And recently, I've noticed that voice changed, and I'm pretty sure they're using AI to generate it now.Corey: Here's a story I don't think you probably know about yourself. So, for those who are unaware, David, I hang out from time to time in various places. There's a international boundary between us, but occasionally one of us will broach it, and good for us. And we have social conversations where somehow one of us doesn't have a microphone in front of our face. Imagine that. I don't know what that's like most weeks.And like, at some level, the public face comes off and people start acting like human beings. And something I've always noticed about you, David, is that you don't commit the cardinal sin, for an awful lot of people I meet, which is displaying contempt for your customers. When I have found people who do that, I think less of them in almost every case and I lose so much interest in whatever it is that they're doing. If you don't like the problem space that you're in and don't have respect for the people paying you to make these problems go away, you shouldn't be doing it. Like, I'll laugh at silly AWS misconfigurations, but my customers are there because they have a problem and they're bringing me in to fix it. And would I be making fun of? “Ha ha ha, you didn't spend eight months of your life learning the ins and outs of how exactly reserved instances apply in this particular context? What a fool is you.” That's not how it ever works. I wish I could say it wasn't quite as rare as it is but I'm tired of talking to people who have just nothing but contempt for their market. Good work on that.David: Thank you. Yeah, I appreciate that. You know, I had a penny-drop moment when I was doing a lot of consulting work as an independent contractor, working with different customers at different stages of their own journey and different levels of technology capabilities. You know, you work with management, with project people, with software engineers, and you start to realize everybody's coming from a different place. So, you have to empathize with where they're at.They're coming to you usually because you have a level of expertise, that you've got some specialization and they want to tap into that capability that you've created. And that's great. I love having people come to me and ask me questions. Sometimes they don't come to me nicely asking questions, they make some assumptions about me and might challenge me right off the bat, but you have to realize that that's just where they're coming from at that point in time. And once you connect with them, they'll open up a little bit more, too; they'll empathize with yourself. So yeah, I've always found that it's really important for myself personally, but also for our team to empathize with customers, meet them where they're at, understand that they're coming from a different level of experience, and then help them solve their problems. That's job number one.Corey: And I'm a firm believer that if you don't respect your customer's business, they shouldn't be your customer. It's happened remarkably few times in the however many years I've been doing this, but there have been a couple of folks that have reached out I always very politely decline to work with them when this happens. Because you don't want to make people feel obnoxious for reaching out and, like, “Can you help me with my problem?” “How dare you? Who do you think you are?”No, no, no, no, no, none of that. But if there's a value misalignment or I don't think that your product is going to benefit people who use it as directed, I will not let you sponsor what I do as an easy example. Because I can always find another sponsor and make more money, but once I start losing the audience's trust, I'll never get that back, and I know that. It's the entire reason I do things the way that I do them. And maybe, on some level, from purely capitalist perspective, I'm being an absolute fool, but you know, if you have to pick a way to fail and assume you're going to get it wrong, how do you want to be wrong? I'll take this way.David: Yeah, I agree. Keep your ethics high, keep your morals high, and the rest will fall into place.Corey: I love how we started having ethical and morality discussions that started as, “So, cloud migrations. How are they going for you?”David: Yeah [laugh]. Certainly wandered into some uncharted territories on that one.Corey: Exactly. We started off in one place; wound up someplace completely removed from anything we could have reasonably expected at the start. Why? Because this entire episode has been a beautiful metaphor for cloud migrations. I really want to thank you for taking the time to chat with me on this stuff. If people want to learn more, where should they go to find you?David: tidal.cloud or LinkedIn, I'm very active on LinkedIn these days.Corey: And we will, of course, put links to both of those in the show notes. Thank you so much for going down this path with me. I didn't expect it to lead where it did, but I'm glad we went there.David: Like the tides ebbing and flowing. I'll be back soon, Corey.Corey: [laugh]. I will take you up on that and hold you to it.David: [laugh]. Sounds great.Corey: David Colebatch, CEO at Tidal. I'm Cloud Economist Corey Quinn and this is Screaming in the Cloud. If you enjoyed this podcast, please leave a five-star review on your podcast platform of choice, whereas if you've hated this podcast, please leave a five-star review on your podcast platform of choice along with an angry, upset comment that doesn't actually make cohesive sense because you outsourced it to a robot.Corey: If your AWS bill keeps rising and your blood pressure is doing the same, then you need The Duckbill Group. We help companies fix their AWS bill by making it smaller and less horrifying. The Duckbill Group works for you, not AWS. We tailor recommendations to your business and we get to the point. Visit duckbillgroup.com to get started.

Tune in to hear my conversation with Mayoral Candidate David Oh (R) . We explore the following topics: Crime, Education, Quality of Living, & so much nore! You can learn more about here: https://davidoh.com/ Technical Director: Reily Gordon Host: Onika Carrine Guest: David Oh X: DavidOhPhilly IG: DavidOhPhilly FB: David Oh IG: OnikaCarrine X: OnikaCarrine FB: Onika Elizabeth Johnson

It's the Friday news roundup! Host Trenae Nuri is joined by Oliver Sabo, reporter at The Temple News, Philadelphia Inquirer political reporter Chris Brennan, and City Cast Philly lead producer Laura Benshoff. They discuss the sudden passing of Temple's acting president, JoAnne A. Epps, and her legacy at the university. And, they cover what to expect from the newly announced mayoral debate, as well as why a buzzy South Philly bagel shop is closing its doors. Our Friday news roundups are powered by great local journalism:  A message to the Temple Community from Mitchell L. Morgan, chair of the Board of Trustees. Remembering JoAnne Epps Temple plans to name interim president in the coming days Mayoral candidates Cherelle Parker and David Oh will debate on KYW Newsradio The race for mayor in Philadelphia inevitably has become a debate about debates Cherelle Parker calls upcoming ‘Latino Town Hall' a fake as David Oh plans to participate South Philly's hugely popular Korshak Bagels is closing its doors for good Want some more Philly news? Then make sure to sign up for our morning newsletter Hey Philly Have a question or just want to share some thoughts with the team? Leave us a voicemail at 215-259-8170.  Interested in advertising with City Cast? Find more info HERE. Learn more about your ad choices. Visit megaphone.fm/adchoices

In this “call it like I see it” episode, Ernest discusses the latest with Trump's indictments, the bizarre group of Democrats backing David Oh in Philly's mayoral race, how to confront COVID now, Oscar bait film season is upon us, and much more. Ernestly Speaking! is executively produced and hosted by Ernest Owens. Check him out at ernestowens.com and follow him @MrErnestOwens on Twitter & Instagram.

Dom welcomes in David Oh, the Republican candidate for Philadelphia's Mayor, back onto the Dom Giordano Program to hear how his campaign has been unfolding as he tries to defeat Cherelle Parker for ultimate leadership of the City. First, Dom asks for David Oh's help in a developing situation in the City, with officials removing anti-skateboarding mechanisms from a memorial honoring Veterans. Then, Dom asks Oh to clarify a situation that the Inquirer has been reporting about a Latino Town Hall that the Parker campaign called ‘fake news,' which he participated in, answering questions from constituents that he hopes vote for him after Parker's continued refusal to debate. (Photo by Getty Images)

Full Hour | In today's third hour, Dom welcomes in David Oh, the Republican candidate for Philadelphia's Mayor, back onto the Dom Giordano Program to hear how his campaign has been unfolding as he tries to defeat Cherelle Parker for ultimate leadership of the City. First, Dom asks for David Oh's help in a developing situation in the City, with officials removing anti-skateboarding mechanisms from a memorial honoring Veterans. Then, Dom asks Oh to clarify a situation that the Inquirer has been reporting about a Latino Town Hall that the Parker campaign called ‘fake news,' which he participated in, answering questions from constituents that he hopes vote for him after Parkers continued refusal to debate. Then, after playing Dom's Money Melody and taking some calls for the side topic, asking for famous boats and ships, Dom continues with some more serious topics, telling why the local prison escape is another example as to why we need the death penalty. Dom tells about this convicted murderer, who's here illegally, who escaped a Chester County jail, explaining why maniacs like this person should not be allowed in the Country in the first place. (Photo by Getty Images)

Interview with David Oh, Chief Engineer NASA's upcoming Psyche mission is a robotic spacecraft mission that will explore the asteroid 16 Psyche, which is believed to be made almost entirely of metal. The mission is scheduled to launch in October 2023and arrive at the asteroid in 2026. The spacecraft will study the asteroid's composition, geology, and magnetic field. The mission will also test a new laser communication technology that will allow for faster data transmission between Earth and the spacecraft. This interview features David Oh, a Chief Engineer for Psyche: Journey to a Metal World, a mission in NASA's Discovery program. David has experience in all phases of spacecraft development from conceptual design to deep space operations. He has worked on both Earth Orbiting and Interplanetary missions and has led teams of 20+ engineers in spacecraft design, testing, and operations. His expertise includes avionics, electric propulsion, low thrust trajectories, power systems, and spacecraft environmental interactions. For more information visit https://www.nasa.gov/psyche

Tapestry LA continues the "The Gospel of John" sermon series. David Oh speaks from John 12:20-26 on living a purpose-driven life in Christ.

Welcome back to The Kotaku Australia Podcast. It's a show about video games, and this week, we're talking about old stuff. This week on the show: Turns out last week was super busy and we, uh, didn't get to play that many games.  We did get to play SOME though David briefly checked out Humanity, and finally played a little of The World Ends With You after years of lusting after it and Emily drops a jumpscare, revealing herself to be our resident Overwatch 2 enjoyer We also chat through next week's biggest releases, including: Exoprimal Goobies Gravity Circuit (PC) Atelier Marie Remake and the very important Unbridled: Horse Designer Head here if you want to see more Australian content!: http://trib.al/d7EeR7T Follow us here for more updates on games and the gaming world: f: https://www.facebook.com/KotakuAustralia t: https://twitter.com/KotakuAU ig: https://www.instagram.com/kotakuau/ twitch: https://www.twitch.tv/kotakuau tiktok: https://www.tiktok.com/@kotakuauGet all the gaming news daily on Kotaku Australia!: https://www.kotaku.com.auSee omnystudio.com/listener for privacy information.

Dom welcomes Philadelphia mayoral candidate David Oh back onto the Dom Giordano Program to gather his thoughts on the collapse of I95 after a truck fire burned the huge highway from the bottom up. Oh begins by surprisingly noting that sitting Mayor Jim Kenney has done a decent job in response to the incident, telling that the right thing was to indeed call upon the Governor and Biden administration for help. Then, Oh takes us inside the incident itself, telling what he would hope to do using drones in effort to prevent a similar situation from developing in the future. Also, Oh expresses the importance of a quick repair, also telling of the importance of reworking the good side of the highway into a bottleneck, still allowing passage for both sides albeit with traffic. (Photo by Getty Images)

In today's second hour, Dom welcomes Philadelphia mayoral candidate David Oh back onto the Dom Giordano Program to gather his thoughts on the collapse of I95 after a truck fire burned the huge highway from the bottom up. Oh begins by surprisingly noting that sitting Mayor Jim Kenney has done a decent job in response to the incident, telling that the right thing was to indeed call upon the Governor and Biden administration for help. Then, Oh takes us inside the incident itself, telling what he would hope to do using drones in effort to prevent a similar situation from developing in the future. Also, Oh expresses the importance of a quick repair, also telling of the importance of reworking the good side of the highway into a bottleneck, still allowing passage for both sides albeit with traffic. Then, Dom welcomes in Paul Sperry, Senior Reporter at Real Clear Investigations, back onto the Dom Giordano Program to hear about the newest investigation he's working on that looks into the key witness into the investigation into the Biden's removal of classified documents while serving as Vice President. Sperry tells about Kathy Chung, a Biden gatekeeper who made news previously in her career while being tied up in the Clinton-era Chinagate scandal, who in 2017 transferred boxes with classified materials. Sperry takes Giordano and listeners deep into Chung's history, telling of the negative implications of her handling of classified materials. For more on the story, head over to RealClearInvestigations. (Photo by Chip Somodevilla/Getty Images)

After a wide open primary election Cherelle Parker emerges as the Democratic nominee for Mayor of Philadelphia. How did she win? How will the November general election race with GOP nominee David Oh shape up? What Parker's mayoral platform could look like going forward and a whole lot more. FOX29 Political analyst Bruce Gordon joins the podcast to break it all down.

Full Hour | In today's second hour, Dom welcomes in New Jersey State Senator Holly Schepisi back onto the Dom Giordano Program who has some concerning news about State edicts around Coronavirus. Schepisi reveals that the Murphy administration is considering new COVID vaccine requirements for school children, running counter to suggestions by the Department of Health. Schepisi takes us through meetings held and things said behind the scenes that point to a requirement of students to receive that vaccine, which concerns both Giordano and Schepisi, with the Senator laying forth the negative implications of such a demand. Schepisi tells listeners what they can do to push back against such a requirement, and tells how she hopes to prevent this from taking effect in New Jersey.  Then, Dom welcomes in David Oh, who yesterday won the Republican nomination in the general election to become Philadelphia's next Mayor. First, Dom asks whether David Oh would've preferred to run against Helen Gym, who while Oh admits is the most polarizing, tells that he still has a very effective strategy in mind for a run against Democratic winner Cherelle Parker. Oh differentiates himself from Parker, particularly in the realm of social justice, explaining why he surprisingly differs with Parker on her thoughts on stop-and-frisk. (Photo by Eduardo Munoz Alvarez/Getty Images)

Dom welcomes in David Oh, who yesterday won the Republican nomination in the general election to become Philadelphia's next Mayor. First, Dom asks whether David Oh would've preferred to run against Helen Gym, who while Oh admits is the most polarizing, tells that he still has a very effective strategy in mind for a run against Democratic winner Cherelle Parker. Oh differentiates himself from Parker, particularly in the realm of social justice, explaining why he surprisingly differs with Parker on her thoughts on stop-and-frisk. 

David Colebatch, CEO at Tidal.cloud, joins Corey on Screaming in the Cloud to discuss how Tidal is demystifying cloud migration strategy. David and Corey discuss the pros and cons of a hybrid cloud migration strategy, and David reveals the approach that Tidal takes to ensure they're setting their customers up for success. David also discusses the human element to cloud migration initiatives, and how to overcome roadblocks when handling the people side of migrations. Corey and David also expand on all the capabilities cloud migration unlocks, and David explains how that translates to a distributed product team approach.About DavidDavid is the CEO & Founder of Tidal.  Tidal is empowering businesses to transform from traditional on-premises IT-run organizations to lean-agile-cloud powered machines.Links Referenced: Tidal.cloud: https://tidal.cloud Twitter: https://twitter.com/dcolebatch LinkedIn: https://www.linkedin.com/in/davidcolebatch/ TranscriptAnnouncer: Hello, and welcome to Screaming in the Cloud with your host, Chief Cloud Economist at The Duckbill Group, Corey Quinn. This weekly show features conversations with people doing interesting work in the world of cloud, thoughtful commentary on the state of the technical world, and ridiculous titles for which Corey refuses to apologize. This is Screaming in the Cloud.Corey:  LANs of the late 90's and early 2000's were a magical place to learn about computers, hang out with your friends, and do cool stuff like share files, run websites & game servers, and occasionally bring the whole thing down with some ill-conceived software or network configuration. That's not how things are done anymore, but what if we could have a 90's style LAN experience along with the best parts of the 21st century internet? (Most of which are very hard to find these days.) Tailscale thinks we can, and I'm inclined to agree. With Tailscale I can use trusted identity providers like Google, or Okta, or GitHub to authenticate users, and automatically generate & rotate keys to authenticate devices I've added to my network. I can also share access to those devices with friends and teammates, or tag devices to give my team broader access. And that's the magic of it, your data is protected by the simple yet powerful social dynamics of small groups that you trust.Try now - it's free forever for personal use. I've been using it for almost two years personally, and am moderately annoyed that they haven't attempted to charge me for what's become an essential-to-my-workflow service.Corey: Have you listened to the new season of Traceroute yet? Traceroute is a tech podcast that peels back the layers of the stack to tell the real, human stories about how the inner workings of our digital world affect our lives in ways you may have never thought of before. Listen and follow Traceroute on your favorite platform, or learn more about Traceroute at origins.dev. My thanks to them for sponsoring this ridiculous podcast. Corey: Welcome to Screaming in the Cloud. I'm Corey Quinn. Every once in a while at The Duckbill Group, I like to branch out and try something a little bit different before getting smashed vocally, right back into the box I find myself in for a variety of excellent reasons. One of these areas has been for a while, the idea of working with migrations on getting folks into cloud. There's a lot of cost impact to it, but there's also a lot of things that I generally consider to be unpleasant nonsense with which to deal. My guest today sort of takes a different philosophy to this. David Colebatch is the CEO and founder of Tidal.cloud. David, thank you for joining me.David: Oh, thanks for having me, Corey.Corey: Now, cloud migrations tend to be something that is, I want to say contentious, and for good reason. You have all the cloud providers who are ranting that cloud is the way and the light, as if they've just found religion, and yeah, the fact that it basically turns into a money-printing machine for them has nothing to do with their newfound advocacy for this approach. Now, I do understand that we all have positions that we come from that shape our perspective. You do run and did found a cloud migration company. What's your take on it? Is this as big as the cloud providers say it is, is it overhyped, or is it underhyped?David: I think it's probably in the middle of this stage of the hype cycle. But the reason that that Tidal exists and why I founded it was that many customers were approaching cloud just for cloud's sake, you know, and they were looking at cloud as a place to park VMs. And our philosophy as software engineers at Tidal is that customers were missing out on all the new capabilities that cloud provided, you know, cloud is a new paradigm in compute. And so, our take on it is the customer should not look at cloud as a place to migrate to, but rather as a place to transform to and embrace all the new capabilities that are on offer.Corey: I've been saying for a while that if you sit there and run a total cost analysis for going down the path of a cloud migration, you will not save money in the short term, call it five years or whatnot. So, if you're migrating to the cloud specifically to save money, in the common case, it should be for a capability story, not because it's going to save you money off of what you're currently doing in the data center. Agree, disagree, or it's complicated?David: It's complicated, but you're right in one case: you need to work backwards from the outcomes, I think that much is pretty simple and clear, but many teams overlook that. And again, when you look at cloud for the sake of cloud, you generally do overlook that. But when we work with customers and they log into to our platform, what we find is that they're often articulating their intent as I want to improve business agility, I want to improve staff productivity, and it's less about just moving workloads to the cloud. Anyone can run a VM somewhere. And so, I think, when we work backwards from what the customer is trying to achieve and we look at TCO holistically, not just about how much a computer costs to run and operate in a colo facility, look at it holistically from a staff productivity perspective as well, then the business case for cloud becomes very profound.Corey: I've been saying for a while that I can make a good-faith Total Cost of Ownership analysis—or TCO analysis—in either direction, so tell me what outcome you want and I can come up with a very good-faith effort answer that gives you what you want. I don't think I've seen too many TCO analyses, especially around cloud migrations, that were not justification exercises. They were very rarely open questions. It was, we've decided what we want to do. Now, let's build a business case to do that thing. Agree, disagree?David: [laugh]. Agree. I've seen that. Yeah, we again, like to understand the true picture of total cost of ownership on-premises first, and many customers, depending on who you're engaging with, but on the IT side, might actually shield a few of those costs or they might just not know them. And I'm talking about things like in the facilities, insurance costs, utility bills, and things like that, that might not bubble up.We need to get all those cards on the table in order to conduct a full TCO analysis. And then in the cloud side, we need to look at multiple scenarios per workload. So, we want to understand that lift-and-shift base case that many people come from, but also that transformative migration case which says, I might be running in a server-ful architecture today on-premises, but based on the source code and database analysis that we've done, we can see an easy lift to think like Lambda and serverless frameworks on the cloud. And so, when you take that transformative approach, you may spend some time upfront doing that transformation, or if it's tight fit, it might be really easy; it might actually be faster than reverse-engineering firewall rules and doing a lift-and-shift. And in that case, you can save up to 97% in annual OPEX, which is a huge savings, of course.Corey: You said the magic words, lift-and-shift, which means all right, the gloves come off. Let's have this conversation.David: Oh yeah.Corey: I work on AWS bills for a living. Cloud cost and architecture are fundamentally the same thing, and when I start looking at a company's monthly bill, I can start to see the architectural patterns emerge with no further information than what's shown in the exploded bill view, at least at a high level. It starts to be indicative of different things. And you can generally tell, on some level, when companies have come from a data center environment or at least a data center mentality, in what they've built. And I've talked to a number of companies where they have effectively completely lifted their data center into the cloud and the only real change that they have gotten in terms of value for it has been that machines are going down a lot less because the hard drive failed and they were really bad at replacing hard drives.Now, for companies in that position who have that challenge, yeah, the value is there and it's apparent because I promise, whoever you are, the cloud providers are better at replacing failed hard drives than you are, full stop. And if that's the value proposition you want, great, but it also feels like that is just scratching the surface of what the benefit of cloud providers can be.David: Absolutely. I mean, we look at cloud as a way to unlock new ways of working and it's totally aligned with the new distributed product team approach that many enterprises are pursuing. You know, the rise of Agile and DevOps has sort of facilitated this movement away from single choke points of IT service delivery, like we used to with ITIL, into much more modern ways of working. And so, I imagine when you're looking at those cloud bills, you might see a whole host of workloads centered into one or two accounts, like they've just replicated a data center into one or two accounts and lifted-and-shifted a bunch of EC2 to it. And yeah, that is not the most ideal architectural pattern to follow in the cloud. If you're working backwards from, “I want to improve staff productivity; I want to improve business agility,” you need to do things like limit your blast radius and have a multi-account strategy that supports that.Corey: We've seen this as well and born-in-the-cloud companies, too, because for a long time, that was AWS's guidance of put everything in a single AWS account. The end. And then just, you know, get good with IAM issues. Like, “Well okay, I found that developer environments impacted production.” Then, “Sounds like a skill issue.”Great, but then you also have things that cannot be allocated, like service quotas. When you have something in development run amok and exhaust service quotas for number of EC2 get instance info requests, suddenly, load balancers don't anymore and auto-scaling is kind of aspirational when everything explodes on you. It's the right path, but very often, people got there through following the best advice that AWS offers. I am in the middle of a migration myself from the quote-unquote, “Legacy” AWS account, I built a bunch of stuff in 2016 into its own dedicated account and honestly, it's about as challenging as some data center moves that I've done historically.David: Oh, absolutely. I mean, the cobwebs build up over time and you have a lot of dependencies on services, you completely forget about.Corey: “How do I move this S3 bucket to another account?” “That's the neat part. You don't.”David: [laugh]. We shouldn't just limit that to AWS. I mean, the other cloud providers have similar issues to deal with through their older cloud adoption frameworks which are now playing out. And some of those guidance points were due to technology limitations in the underlying platform, too, and so you know, at the time, that was the best way to go to cloud. But as I think customers have demanded more agility and more control over their blast radiuses and enabling self-service teams, this has forced everyone to sort of come along and embrace this multi-account strategy. Where the challenge is, with a lot of our enterprise clients, and especially in the public—Corey: Embrace it or you'll be made to embrace it.David: Yeah [laugh]. We see with both our enterprise accounts that were early adopters, they certainly have that issue with too much concentration on one or two accounts, but public sector accounts as well, which we're seeing a lot of momentum in, they come from a place where they're heavily regulated and follow heavy architectural standards which dictate some of these things. And so, in order for those clients to be successful in the cloud, they have to have real leadership and real champions that are able to, sort of, forge through some of those issues and break outside of the mold in order to demonstrate success.Corey: On some level, when I see a lift that failed to shift, it's an intentional choice in some cases where the company has decided to improve their data center environment at the cost of their cloud environment. And it feels, on some level, like it's a transitional step, but then it's almost a question that I always have is, was this the grand plan? So, I guess my question for you is, when you see a company that has some workloads in a data center and some living in the cloud provider in what most people call hybrid, is that outcome intentional or is it accidental, where midway through, they realize that some workloads are super hard to migrate? They have a mainframe and there is no AWS/400 available for their use, so they're going to give up halfway, declare victory, and yep we're hybrid now. How did they get there?David: I think it's intentional, quite often that they see hybrid cloud as a stepping stone to going full cloud. And this just comes down to project scoping and governance, too. So, many leaders will draw a ring around the workloads that are easy to migrate and they'll claim success at the end of that and move on to another job quite often. But the visionary leaders will actually chart a path to course that has a hundred percent adoption, full data center closure, off the mainframe, off AS/400, you know, refactored usually, but they'll chart that course at a rate of change that the organization can accept. Because, you know, cloud being a new paradigm, cloud requiring new ways of working, they can't just ram that kind of change through in their enterprise in one or two years; they really need to make sure that it's being absorbed and adopted and embraced by the teams and not alienating the whole company as they go through. And so, I do see it as intentional, but that stepping stone that many companies take is also an okay thing in my mind.Corey: And to be clear, I should bound what I'm saying from the perspective that I'm talking about this from a platonic ideal perspective. I am not suggesting that, “Oh, this thing that you built at your company is crappy,” I mean, any more so than anything else is. I've never yet seen any infrastructure that the people running it would step back and say, “This is amazing and perfect.” Everyone thinks it's a burning dumpster fire of sadness and regret and I'm not entirely sure that they're wrong.I mean, designing an architecture—cloud or otherwise—on a whiteboard is relatively straightforward, for a junior employee, even. The problem is most people don't get to start from scratch and build that thing. There's existing stuff that needs to be migrated in and most of us don't get the luxury of taking two years of downtime for that service while we wind up rebuilding it from scratch. So, it's one of those how do you rebuild a car without taking it off the highway to do it type of questions.David: Well, you want to have a phased migration approach, quite often. Your business can't stop and start because you're doing a migration, so you want to build momentum with the early adopters that are easy to migrate and don't require big interruptions to business. And then for those mission-critical workloads that do need to migrate—and you mentioned mainframe and AS/400 before—they might be areas where you introduce, like, a strangler fig pattern, you know, draw a ring around it, start replicating some services into cloud, and then phase that migration over a year or two, depending on your timeline and scale. And so, we're very much pragmatic in this business that we want to make sure we're doing everything for the right reasons, for the business-led reasons, and fitting in migrations around business objectives and strategies is super critical to success.Corey: What I'm curious about is when we talk about migrations, in fact, when I invited you on the show, and it was like, well, Tidal migrations—one thing I love about calling it that for the domain, in some cases, as well as other things is, “Huh, says right in the tin what it is. Awesome.” But it's migrations, which I assumed to be, you know, from data centers into cloud. That's great. But then you've got the question of, is that what your work looks like? Is it migrations in the other direction? Is cloud repatriation a thing that people are doing, and no one bothered to actually ever bother to demonstrate that to me? Is cloud to cloud? What are you migrating from and to?David: Well, that's great. And we actually dropped migrations from the name.Corey: Oh, my apologies. Events, once again, outpace me.David: Tidal.cloud is our URL and essentially, Corey, the business of migration is something that's only becoming increasingly frequent. Customers are not just migrating from on-premises data centers to cloud, they're also migrating in between their cloud accounts like you are, but also from one cloud provider to another. And our business hypothesis here Tidal is that that innovation cycle is continuing to shrink, and so whereas when I was in the data center automation business, we used to have a 10 and 15-year investment cycle, now customers have embraced continuous delivery of their applications and so there's this huge shift of investment horizons, bringing it down to an almost an annual event for many of the applications that we touch.Corey: You are in fact correct. Tidal.cloud does have a banner at the top that says, “Tidal Migrations is now Tidal.” Yep, you're correct, not that I'm here to like incorrect you on the name of your own company, for God's sake. That's a new level of mansplaining I dare not delve into.But it does say, “Migration made modern,” right at the top, which is great because there's a sense that I've always had that lift-and-shift is poo-pooed as a bad approach to migrating, but I've done it other ways and it becomes disastrous. I've always liked the approach of take something in a data center, migrated into cloud, in the process, changing as few things as possible, and then just get it stable and working there, and step two becomes the transformation because if you try and transform while it moves, yeah, that gets you a little closer to outcome in theory, but when things don't work right—and their computers; let's not kid ourselves, nothing works right—it's a question now of was it my changes? Is it the cloud environment? Is there an unknown dependency that assumes things in the data center that are not true in cloud? It becomes very hard to track down the why of these things.David: There's no one-size-fits-all for migration. It's why we have the seven-hour assessment capabilities. You know, if one application, like you've just talked about, that one application might be better to lift and shift than modernize, there might be real business reasons for doing that. But what we've seen over the years is the customers generally have one migration budget. Now, IT gets one migration budget and they get to end a job in a lift-and-shift scenario and the business says, “Well, what changed? Nothing, my apps still run the same, I don't notice any new capabilities.” And IT then says, “Yeah, yeah. Now, we need the modernization budget to finish.” And they said, “No, no, no. We've just given you a bunch of money. You're not getting any more.”And so, that's what quite often the migrate as a lift-and-shift kind of stalls and you see an exodus of talent out of those organizations, people leave to go on to the next migration project elsewhere and that organization really didn't embrace any of the cloud-native changes that were required. We'd like to really say that—and you saw this on our header—that migrations made modern, we'd like to dispel the myth that you can either migrate or modernize. It's really not an either/or. There's a full spectrum of our methods, like replatform, and refactor, rehosting, in the middle there. And when we work backwards from customers, we want to understand their core objectives for going to cloud, their intent, their, “Why cloud?”We want to understand how it aligns on the cloud value framework, so business agility gains, staff productivity gains, total cost of ownership is important, of course. And then for each of their application workloads, choose the right 6R based on those business outcomes. And it can seem like a complicated or comprehensive problem, but if you automate it like we do, you can get very consistent results very quickly. And that's really the accelerant that we give customers to accelerate their migration to cloud.Corey: One thing that I've noticed—and maybe this makes me cynical—but when I see companies doing lift-and-shift, often they will neglect to do the shift portion of it. Because there's a compelling reason to do a migration to get out of a data center and into a cloud, and often that is a data center contract expiry coming up. But companies are very rarely going to invest the time, energy, and money—which all become the same thing, effectively, at company scale—in refactoring existing applications if they're not already broken.I see that all the time in my work, I don't make recommendations to folks very often have the form, “Oh, just migrate this entire application to serverless and you'll save 80% or more on it.” And it's, “That's great, but that's 18 months' worth of work and it doesn't actually get us closer to our business milestones, so yeah, we're not going to do that.” Cost directly is very rarely a compelling reason to make a migration, but when you're rebuilding something for business purposes, factoring cost concerns into it seems to be a much better way to gain adoption and traction of those ideals.David: Yeah, yeah. Counterpoint on that, when we look at a portfolio of applications, like, hundreds or thousands of applications in an enterprise and we do this type of analysis on them with the customers, what we've learned is that they may refactor and replatform ten, 20% of their workloads, they may rehost 40%, and they'll often turn off the rest, retire them, not migrate them. And many of our enterprise customers that we've spoken to have gone through rationalizations as they've gone to cloud and saved, you know, 59%, just turned off that 59% of an infrastructure, and the apps that they do end up refactoring and modernizing are the ones where either there's a very easy path for them, like, the code is super compatible and written in a way that's fitting with Lambda and so they've done that, or they've got, like you said, business needs coming up. So, the business is already investigating making some changes to the application, they already want to embrace CI/CD pipelines where they haven't today. And for those applications, what we see teams doing is actually building new in the cloud and then managing that as an application migration, like, cutting over that.But in the scheme of an entire portfolio of hundreds or thousands of applications that might be 5, 10, 20% of the portfolio. It won't be all of them. And that's what we say, there's a full spectrum of migration methods and we want to make sure we apply the right ones to each workload.Corey: Yeah, I want to be clear that there are different personas. I find that most of my customers tend to fall into two buckets. The first is that you have the born-in-the-cloud SaaS companies, and that's the world I come from, where you have basically one workload that's 80% of your application spend, your revenue, et cetera. Like, they are not a customer, but take Datadog as an example. Like, the Datadog monitoring application suite would be a good example of this, and then you have a bunch of longtail stuff.Conversely, you've got a large enterprise that might be spending $100 million or so every year, but their largest single application is a couple million bucks because it just has thousands upon thousands of them. And at that point, it becomes much more of a central IT planning problem. In one of those use cases, spending significant effort refactoring and rebuilding things, from an optimization perspective, can pay dividends. In other cases, it tends not to work in quite the same way, just because the economies of scale aren't there. Do you find that most of your customers fall into one of those two buckets? Do you take a different view of the world? How do you see the market?David: Same view, we do. Enterprise customers are generally the areas that we find the most fit with, the ISVs, you know, that have one or two primary applications. Born in the cloud, they don't need to do portfolio assessments. And with the enterprise customers, the central IT bit used to be a blocker and impediment for cloud. We're increasingly seeing more interest from central IT who is trying to lead their organization to cloud, which is great, that's a great sign.But in the past, it had been more of a business-led conversation where one business unit within an enterprise wants to branch away from central IT, and so they take it upon themselves to do an application assessment, they take it upon themselves to get their own cloud accounts, you know, a shadow IT move, in a way. And that had a lot of success because the business would always tie it back to business outcomes that they were trying to achieve. Now, into IT, doing mass migration, mass portfolio assessment, this does require them to engage deeply with the business areas and sometimes we're seeing that happening for the very first time. There's no longer IT at the end of a chain, but rather it's a joint partnership as they go to cloud, which is really cool to see.Corey: When I go to Tidal.cloud, you have a gif—yes, that's how it's pronounced, I'm not going to take debates on that matter—but you have a gif at the top of your site a showing a command line tool that runs an analyze command on an application. What are you looking at to establish an application or workload's suitability for migration? Because I have opinions on this, but you have, you know, a business around this and I'm not going to assume that my strongly-held opinions informed by several weeks of work are going to trump, you know, the thing that your entire company is built around.David: Thanks, Corey. Yeah, you're looking at our command-line utilities there. It's an accompanying part of our product suite. We have a web application and the command-line utilities are what customers use behind their firewall to analyze their applications. The data points that we look at are infrastructure, as you can imagine, you might plug into VMware and discover VMs that are running, we'll look for non-x86 workloads on the network.So, infrastructure is sort of bread and butter; everyone does that. Where Tidal differentiates is going up the stack, analyzing source code, analyzing database technologies, and looking at the schema usage within your on-premises database, for example, which features and functionality are using, and then how that fits to more cloud-native database offerings. And then we'll look at the technology age as well. And when you combine all of those technology factors together, we sort of form a view of what the migration difficulty to cloud will be on various migration outcomes, be it rehost, replatform, or refactor.The other thing that we add there is on the business side and the business intent. So, we want to understand from leadership what their intent is with cloud, and there's some levers they pull in the Tidal platform there. But then we also want to understand from each application owner how they think about their applications, what the value of those applications are to them and what their forward-looking plans are. We capture all these things in our tool, we then run it through our recommendation engine, and that's how we come up with a bespoke migration plan per client.Corey: One of the challenges I have in the cost arena around a lot of these tools that oh, we're going to look at your various infrastructure-as-code situation and see what that's going to cost you for a given change. It's like, sure, that that's not hard from a baseline of I want to spin up ten more EC2 instances. Yes, that is the tricky part of cloud economics known as basic arithmetic. The problem where I see is that okay, and then they're going to run Kubernetes, which has no sense of zone affinity, so it's going to wind up putting nondeterministic amounts of traffic across a AZ boundary and that's going to spike data transfer in some use cases, but none of these tools have any conception as to what those workloads look like. Now, that's a purely cost perspective, but that does have architectural approaches. Do you factor things like that in when you move up the stack?David: Absolutely. And really understanding on a Tidal inventory basis, understanding what the intent is of each of those workloads really does help you, from a cloud economics basics, to work out how much is reasonable in terms of cloud costs. So, for example, in Tidal, if you're doing app assessment, you're capturing any revenue to business that it generates, any staff productivity that it creates. And so, you've got the income side of that application workload. When you map that to on-premises costs and then later to cloud costs, your FinOps job becomes a lot easier because now you have the business context of those workloads too.Corey: So, one of the things that I have found is that you can judge the actual success of a project by how many people who work at the company claimed credit for it on LinkedIn, whereas conversely, when things don't work out super well, it's sort of a crickets moment. I'm curious as to your perspective on whether there is such a thing as a migration failure, or is it simply a, “Oh, we're going to iterate on this in a new direction. We've replaced a failing part, which turned out, from our perspective, to be our CIO, but we have a new one who's going to move us into cloud in the proper time and space.” We go through more of those things than some people do underwear. My God. But is there such a thing as a failed cloud migration?David: There absolutely is. And I get your point that success has many fathers. You know, when clients have brought us in for that success party at the end, you don't recognize everybody there. But you know, failure can be, you know, you've missed on time, scope, or budget, and by those measures, I think 76% of IT projects were failing in 2018, when we ran those numbers.So absolutely, by those metrics, there are failed cloud migrations. What tends to happen is people claim success on the workloads that did migrate. They may then kick it out into a new project scope, the organizational change bit. So, we've had many customers who viewed the cloud migration as a lift-and-shift exercise and failed to execute on the organizational change and then months later realized, oh, that is important in order for my day two operations to really hum, and so then have embarked on that under a separate initiative. So, there's certainly a lot of rescoping that goes on with these things.And what we like to make sure we're teaching people—and we do this for free—is those lessons learned and pitfalls with cloud early on because we don't want to see all those headlines of failed projects under that; we want to make sure that customers are armed with here are the things you should consider to execute on as you go to cloud.Corey: Do you ever run an analysis on a workload when a customer is asking, “So, how should we go about migrating this?” And your answer is, “You should absolutely not?”David: Well, all applications can go to cloud, it's just a matter of how much elbow grease you want to put into it. And so, the absolutely not call comes from when that app doesn't provide any utility to the business or maybe it has a useful life of six more months and the data center is going to be alive for seven. So, that's when those types of judgment calls come in. Other times we've seen, you know, there's already a replacement initiative underway by the business. IT wasn't aware of it, but through our process and methodology, they engaged with the business for the first time and learned about it. And so, that helps them to avoid needing to migrate workloads because the business is already moving to Salesforce, for example.Corey: I imagine you're also relatively used to the sinking realization that customers often have when they're used to data center thinking and you ask them a question, like, “How many gigabytes a month does your application server send back and forth to your database server?” And their response, very reasonably, is, “Why on earth would I know the answer to that quest—oh, God. You mean, that's how it bills?” It's the sense of everything is different in cloud, sometimes, subtly, sometimes massively. But it's a different way of thinking.So, I guess my last real big question for you on this is, moving technology is relatively straightforward but migrating people is very challenging. How do you find that the people and the processes that have grown up in data center environments with people whose identities are inextricably linked the technology they work on, being faced with the idea of it is now time to pick up and move these things into an environment where things that were incredibly valuable guardrails in a data center environment no longer serve you well?David: Yeah. The people side of cloud migration is the more challenging part. It's actually one of the reasons we introduced a service offering around people change management. The general strategy is sort of the Kotter change process of creating that guiding coalition, the people who want to do something different, get them outside of IT, reporting out to the executives directly, so they're unencumbered by the traditional processes. And once they start to demonstrate some success of a new way of working, a new paradigm, you kind of sell that back into the organization in order to drive that change.It's getting a lot easier to position that organizational change aspects with customers. There's enough horror stories out there of people that did not take that approach. And quite rightly. I mean, it's tough to imagine, as a customer, like, if I'm applying my legacy processes to cloud migration, why would I expect to get anything but a legacy result? You know, and most of the customers that we talk to that are going to cloud want a transformational outcome, they want more business agility and greater staff productivity, and so they need to recognize that that doesn't come without change to people and change the organization. It doesn't mean you have to change the people out individually, but skilling the way we work, those types of things, are really important to invest in and I'd say even more so than the technology aspects of any cloud migration.Corey: David, I really want to thank you for taking the time to talk to me about something that is, I'd say near and dear to my heart, except I'm trying desperately not to deal with it more than I absolutely have to. If people want to learn more, where's the best place for them to find you?David: Sure. I mean, tidalcloud.com is our website. I'm also on Twitter @dcolebatch. I like to tweet there a little bit, increasingly these days. I'm not on Bluesky yet, though, so I won't see you there. And also on LinkedIn, of course.Corey: And we will, of course, put links to that in the [show notes 00:29:57]. Thank you so much for your time. I really appreciate it.David: Thanks, Corey. Great to be here.Corey: David Colebatch, CEO and founder of Tidal.cloud. I'm Cloud Economist Corey Quinn and this is Screaming in the Cloud. If you've enjoyed this podcast, please leave a five-star review on your podcast platform of choice, whereas if you've hated this podcast, please leave a five-star review on your podcast platform of choice, along with an angry comment that you will then struggle to migrate to a different podcast platform of your choice.Corey: If your AWS bill keeps rising and your blood pressure is doing the same, then you need The Duckbill Group. We help companies fix their AWS bill by making it smaller and less horrifying. The Duckbill Group works for you, not AWS. We tailor recommendations to your business and we get to the point. Visit duckbillgroup.com to get started.

David Oh is an American attorney and politician. Oh is the presumptive Republican nominee for Mayor of Philadelphia in the 2023 Philadelphia mayoral election. He served as a Republican member of the Philadelphia City Council from 2012 to 2023. He was the first Asian American elected to the city council. Subscribe to my Substack, Fringe Finance, here: http://quoththeraven.substack.com Contribute a paltry recurring donation via Patreon: https://www.patreon.com/QTRResearch One time donations can also be sent via PayPal: https://www.paypal.me/qtrresearch QTR merch is available here. You can also follow me on YouTube, and Twitter. THANK YOU TO ALL OF MY KIND PATRONS.    Please show love to those who support the QTR Podcast:  JM Bullion - where QTR buys gold & silver - Twitter: @JMBullion Doomberg - Subscribe 100% free - Twitter: @DoomburgT George Gammon - Rebel Capitalist Pro - Twitter: @GeorgeGammon Sang Lucci & Wall St. Jesus — The Steamroom — Twitter: @wallstjesus and @sanglucci Longest Running Supporters   Max Mulvihill - Since 2/2018  Mark Heywood - Since 3/2018 Kyle Thomas - Since 4/2018  Chris Bede - Since 5/2018  Dariusz Kordonski - Since 5/2018  Chris Gerrard - Since 5/2018 Shear Luck - Since 5/2018   Founding Members Of My "FRINGE FINANCE" Column Kashumba - Since 8/2021 Randy Carder - Since 8/2021 T Gaggiotti - Since 8/2021 Jamie - Since 8/2021 A Farmer - Since 9/2021 Harvest Moon Research - Since 9/2021 John H. H. - Since 11/2021 Mark Hutchinson - Since 11/2021 Joseph K. H. - Since 10/2021 A Farmer - Since 9/2021 Tsniezyk - Since 9/2021 Chris - Since 12/2021 All podcast content is subject to this disclaimer.    Chris is not an investment adviser. Listeners should always speak to their personal financial advisers. Please leave me alone.

Full Hour | Today, Dom led off the Dom Giordano Program by telling of some changing dynamics in the Democratic party around immigration, playing back a clip of New York City Mayor Eric Adams that suggests a change of tune on the City's ‘sanctuary city' status. Then, Dom updates the climate around Philadelphia's Mayoral Race with Election Day tomorrow, playing back clips from a Helen Gym event over the weekend featuring Bernie Sanders and Alexandria Ocasio-Cortez. Then, Dom tells of his continued disappointment in the Delaware County GOP with their push to replace Mike Zabel with Katie Ford in the next election, explaining why he believes they should've pursued somebody like Jeff Yass, a proponent for charter schools, for more funding and potential success. Then, Dom welcomes former Congressman and current Chairman of the Philadelphia Democratic Party Bob Brady back onto the Dom Giordano Program to hear the longtime political staple's thoughts on tomorrow's primary election to determine the Democratic choice for Philadelphia's Mayoral election. If Philadelphia history holds true, who wins tomorrow will most likely win the general election against Republican David Oh, a great candidate in a highly Democratic City. First, Brady and Giordano discuss candidate and front-runner Helen Gym, who Brady suggests is hurting the Party with her divisive way of running her campaign. Then, Dom asks for Brady's thoughts on the other candidates, with Brady suggesting that support is strong enough for Cherelle Parker to make a push to usurp Gym as the prevailing candidate. In addition, Dom asks whether Brady and the Democratic Party in Philadelphia is at all concerned about Republican front-runner David Oh. (Photo by Getty Images)

Dom welcomes former Congressman and current Chairman of the Philadelphia Democratic Party Bob Brady back onto the Dom Giordano Program to hear the longtime political staple's thoughts on tomorrow's primary election to determine the Democratic choice for Philadelphia's Mayoral election. If Philadelphia history holds true, who wins tomorrow will most likely win the general election against Republican David Oh, a great candidate in a highly Democratic City. First, Brady and Giordano discuss candidate and front-runner Helen Gym, who Brady suggests is hurting the Party with her divisive way of running her campaign. Then, Dom asks for Brady's thoughts on the other candidates, with Brady suggesting that support is strong enough for Cherelle Parker to make a push to usurp Gym as the prevailing candidate. In addition, Dom asks whether Brady and the Democratic Party in Philadelphia is at all concerned about Republican front-runner David Oh. (Photo by Getty Images)

Dom welcomes former Congressman and current Chairman of the Philadelphia Democratic Party Bob Brady back onto the Dom Giordano Program to hear the longtime political staple's thoughts on tomorrow's primary election to determine the Democratic choice for Philadelphia's Mayoral election. If Philadelphia history holds true, who wins tomorrow will most likely win the general election against Republican David Oh, a great candidate in a highly Democratic City. First, Brady and Giordano discuss candidate and front-runner Helen Gym, who Brady suggests is hurting the Party with her divisive way of running her campaign. Then, Dom asks for Brady's thoughts on the other candidates, with Brady suggesting that support is strong enough for Cherelle Parker to make a push to usurp Gym as the prevailing candidate. In addition, Dom asks whether Brady and the Democratic Party in Philadelphia is at all concerned about Republican front-runner David Oh. (Photo by Getty Images)

Dom welcomes Republican candidate for Philadelphia Mayor David Oh back onto the Dom Giordano Program to hear how his campaign has been going since they last spoke. First, Dom and Oh speak about Oh's potential Democratic contenders, with Oh suggesting that he believes Gym or Rhynhart to be the front-runner, which Dom notes will allow Oh to easily separate himself from the other candidate due to Gym and Rhynhart's more-Progressive approach than their cohorts. Then, Oh and Dom discuss public safety, with Oh telling that the issue will remain the primary issue through a primary election, explaining the importance of the safety of Philadelphians and the impact that has on both livability and the economy. Dom asks Oh how he'd approach working with Philadelphia District Attorney Larry Krasner, with Oh noting that the official is indeed duly elected, but laying out his plan if things did not go positively in a new working relationship. (Photo by Getty Images)

TOPIC: CHRIS PA, reparations in California, tax for white people?, JEREMIAH CA: "I'm realizing more about thoughts now", DAVID OH: "where should we worship?", JUAN WA: "comment on silent prayer progress",

Tapestry LA continues the "Alpha" sermon series. David Oh speaks from 2 Timothy 3:12-4:5 on how all scripture is authored by God and profitable for all of life.

Dom welcomes in Republican candidate for Philadelphia Mayor David Oh back onto the Dom Giordano Program to discuss multiple issues that have unfolded during the mayoral campaign in Philadelphia. First, Dom asks Oh about past comments made about Kensington, asking how far his plans for surveillance go, with Oh explaining the overall benefit of installing cameras in certain public spaces, allowing police more tools to solve crimes. Then, Dom asks David for what differentiates his candidacy from the Democrats, with Oh explaining that he believes it will come down to who voters believe will disrupt the corrupt Philadelphia government, and he's the only one who truly will. Also, Oh offers his analysis on the Philadelphia 76ers push to open a stadium in Chinatown, and tells his answer to the question that's taken the mayoral race by storm… whether he's in favor of savesies. (Photo by Getty Images)

Talk Radio 1210 WPHT is proud to partner with the Travis Manion Foundation (TMF) of Doylestown, Pennsylvania, for the 6th Annual Radiothon. Dom Giordano hosts his first hour of the Radiothon, joined by Pete Hegseth, David Oh, and Rich Zeoli.

Full Hour | Today, Dom hosted his first ever Dom Giordano Mayoral Showcase featuring almost every candidate, both Republican and Democrat, vying to be the next Mayor of Philadelphia. In today's second hour, Dom first speaks with Maria Quinones-Sanchez and Derek Green, then David Oh, about why they feel they deserve to be the City's next leader. (Photo by Getty Images)

Full Hour | In today's second hour, Dom leads off by discussing the state of Philadelphia and the current mayoral race, teasing that newly announced candidate David Oh will be joining live in studio today at 1:30PM. Dan asks Dom whether Philadelphians have gotten sick of Democrats to the point that they'd consider a Republican, with Dom offering why he believes Philadelphians still haven't recognized that pitfalls of liberalism. Then, Dom welcomes David Oh, longtime Philadelphia councilman, who just announced today that he will be running for Mayor of Philadelphia, the only Republican to announce their candidacy so far. First, Dom asks David why he's decided to throw his hat into the ring, with Oh explaining his work while serving as a Councilman, explaining that the push for normalcy that he's strived for throughout council truly needs a mayor who believes in the same goal. Then, Giordano and Oh discuss the chances that a Republican can get the support needed to win in Philadelphia, with Oh explaining that Philadelphians have seem to have had it with the negative implication of progressive policies. After that, Giordano and Oh go through multiple issues concerning Philadelphians, including safety on SEPTA, public safety, and issues of crime, particularly in Kensington. (Photo by Getty Images)

Dom welcomes David Oh, longtime Philadelphia councilman, who just announced today that he will be running for Mayor of Philadelphia, the only Republican to announce their candidacy so far. First, Dom asks David why he's decided to throw his hat into the ring, with Oh explaining his work while serving as a Councilman, explaining that the push for normalcy that he's strived for throughout council truly needs a mayor who believes in the same goal. Then, Giordano and Oh discuss the chances that a Republican can get the support needed to win in Philadelphia, with Oh explaining that Philadelphians have seem to have had it with the negative implication of progressive policies. After that, Giordano and Oh go through multiple issues concerning Philadelphians, including safety on SEPTA, public safety, and issues of crime, particularly in Kensington. (Photo by Getty Images)