Podcast appearances and mentions of david well

David: Hi, and welcome back to today's episode, co-host Kevin Rosenquist and I discuss the lead quality matrix. Welcome back, Kevin. Kevin: Good to be here. Excited to chat about this, because I don't know what you're talking about. Kevin: So what is this lead quality matrix and why is it important? David: Well, a lot of times in my work with clients, we're talking about leads. "I need more leads" and "I got to get more leads," everybody's always talking about leads, which is very important. But as we're getting these leads in the door, sometimes it's a good idea to say, "okay, well who do I actually want to bring in?" Now, in our work with clients, we are very big on qualification. We want to make sure that the leads that we bring in are being qualified as quickly as possible. Because if they're not qualified, we don't really want to spend a whole lot of time interacting with them. So when we're bringing new leads through the door, obviously we're going to try to disqualify the not so great ones in the early stages. But also when we're putting stuff out into the market, whether it's a social media post or an email or we're meeting somebody for the first time at a networking function, whatever it is, we want to try to get an idea of the quality of the lead as early in the process as possible. When I talk about the lead quality matrix, if you just sort of imagine a graph. And going across the bottom is Willingness to Communicate. Are they willing to communicate? And so the farther you go to the right, the more willing they are to communicate with you and then going up and down is money to spend. Do they have money to spend? If they have a lot of money to spend, that goes up. If they don't, it's at the bottom. So if you think of that as being the matrix. You start off in the lower left hand corner, you've got people who have no money to spend who are not communicative. That's kind of easy, right? Kevin: Yeah. Those aren't ideal. David: Right. We know what we're doing with those people. We're going to jettison them as soon as humanly possible. In the upper right, we have those who are highly communicative and who have money to spend. So what do we call those people? Like ideal clients, I would say, right, high quality leads. This is the sweet spot. This is where I want to be. This is what I'm looking for, right? Kevin: Right. David: So that's kind of obvious. What's less obvious, and in some ways more interesting is the other corners, right? If you look at some of the other corners and you say, okay here are a bunch of people who are extremely communicative. They'll communicate all day, they'll talk to you till they're blue in the face, but they have no money to spend. Huge time wasters. Many people will go to networking functions and talk to people like this for hours on end, weeks at a time, because they never take the time to just do the simple math on it and say, okay, highly communicative, unable to spend. So that's an interesting group of people. Then we have the other extreme, which is people who have a lot of money to spend, but they're just not talking to you. So if they have a lot of money to spend, if it's a big client, big company, very self-important, but they won't return your phone calls, and they won't talk to you... You decide how long you want to deal with that sort of thing. Kevin: Yeah. David: And those are just the four most extreme points. But it really is obvious when you look at it like that. Kevin: And we've all chased the white whale or whatever that has all the money and you're wanting it so bad to get them as a client. Because you know it'll be lucrative. But I don't know. Those people tend to be very difficult to deal with too if you finally do land them. David: Well, yeah, particularly if they're not communicative. I mean, we could do another grid, that has good people, bad people, right? It's a similar kind of thing. Yeah.

We'll say things like, "oh man, there's just so much going on. I'm so busy. I'm just busy, busy, busy every day." When you're saying that sort of thing, it's a strong indication that you've got a bunch of unfinished business. You've got open loops, and maybe you're not capturing it. David: Hi, and welcome back. In today's episode, co-host Kevin Rosenquist and I will be discussing the topic of no more unfinished business. Welcome back, Kevin. Kevin: Good to see you, David. How you been? David: Been doing great. And you? Kevin: Good, good. So unfinished business. What do you mean when you say that? David: Well, I learned this somewhere, a number of years ago, and when I first heard, I was like, "oh man, this is me." They were talking about the fact that in business there are starters and there are finishers. And very often they're not the same person. Right? There are some people who are very good at starting projects and other people who are very good at finishing them. A lot of entrepreneurs, and some salespeople as well, are very good at starting projects. We're all excited and we're very happy to dive in, and then we tend to lose interest as we go. Kevin: Mm-hmm. David: And what that creates is a lot of unfinished things all around. And when you've got these unfinished things, they weigh on you. Right? And so when I talk about the idea of no more unfinished business, what I'm saying is that we should look at the things that are out there, that are stuck in the back of our minds. It's like, "I know I need to do that. I know I need to finish it. I haven't done it yet, but I don't feel like it," or whatever it is that's keeping us from getting it done. Kevin: Is it possible that you need to look at it and say were these things really that important in the first place? David: That's a great way to approach it. Right? Because there are things you just say, you know what? I started that, but no, that's not worthwhile. Kevin: There's a reason I didn't finish it. Yeah. David: Exactly. And it's good to eliminate that sort of thing. Whenever you're able to do that. If there's something that you're working on, you decide, look, this is not generating the results I'm looking for. Yes. Just make sure that you don't cancel it because you don't feel like doing it, right? You got to cancel it for the right reasons. If you're going to eliminate it, make sure that you evaluated it first. One of the things that I've talked about a lot in terms of just the things that we do in our projects is looking at things, I refer to it as the RADD method, RADD. It stands for Remove, Automate, Delegate, or Do. Okay, so we start with the R. Remove. And there's a reason these are actually in this order, which I'd nearly forgotten. But the reason is that if you do it in this order, you're going to end up a lot better off. If you start by removing the things that don't have to be done, then wow, that's a big relief. You're able to, essentially, Kevin: Your list just got smaller. Yeah, yeah. David: Yeah. You just eliminate it before it even becomes a problem, so that's the first step. You basically remove it. Second step is if you can automate it, right? If it's something that can be automated, then you don't have to do it. You don't have to have anyone else do it, and it will happen automatically going forward. So simple things like email autoresponders can allow you to create responses to something once and then have them happen again and again and again. So anything that can be automated, ideally should be automated. Third step is delegating. Can I delegate this to someone else? Can I delegate it to someone else in my organization? To a virtual assistant? Can somebody else do this effectively? And then the fourth one the second D is Do it. Then you actually do it. And if you go through this in that order, you remove things first. You automate them second,

I've been having conversations over the past couple of weeks about this very topic of creating certainty in uncertain times. So much of it boils down to the specific steps I can put in place in my business. Reach out to the right people, say the right things, in the right order, consistently. That will not only improve your confidence in yourself. It will improve their confidence in you and their certainty that you can do the job for them. David: Hi, and welcome back. In today's episode, co-host Kevin Rosenquist, and I will be discussing creating certainty in uncertain times. Welcome back, Kevin. Kevin: Great to see you again, David. Wow, uncertain times. There's an understatement of the year, huh? David: Yeah. There's been so much discussion on the forums and inside the social media groups and everything like that. A lot of people are uncertain about a lot of things, and that does not generally bode well for businesses. Kevin: No, no, it definitely doesn't. So what does it really mean to create certainty? When everything around you feels unstable. David: Yeah. We had talked in a previous podcast about our circles of influence. Like the things we can control and the things we can't. It really does circle back in a lot of ways to this. When we talk about creating certainty, we can only ever do that within the realms that we control. We can create certainty in specific aspects of our business. So when we're talking about things like tariffs, which obviously is a big topic these days, a lot of our clients are in the promotional products industry, and a lot of that product tends to come from overseas. Much of it is coming from China. So in those situations, we're not able to create certainty with that, right? That's not within our sphere of influence. So what we can do and what our clients can do is to look at the specific things we can create certainty around. Can we identify suppliers who are can provide products for us that are not impacted by that? Can we look at more domestic suppliers? What are the specific things we can do to create a level of certainty for our customers? Something our competitors might not be able to provide? Kevin: And I think there's a level of authenticity too that has to go with it, right? Because certainty you can sort of project certainty. but you don't want to pretend to have all the answers when you don't. So how do you balance that? David: Yeah, you can't really fake certain, well, I guess you can fake certainty. Kevin: You can try. Yeah, David: You can pretend you're certain, but I'm not really talking about that. I think there's certainly an air of confidence that you want to be able to convey to your clients, and sometimes when you're conveying confidence, you may still not be certain about things. But in this conversation, I'd like to look at, okay, what are the things that we can do? What can we be certain of? You know, are we certain that we can help our clients? And if so, how are we certain that we can help our clients? What are the things that we know that we can do that will help them? And if it's about sourcing things that are more in line with exactly what they're looking for, trying to get around the obstacles for our clients. If we're certain we can do those types of things. Just identifying the very specific steps that we can take, what can we be certain about, and then focus on those things. Kevin: You mentioned that, a lot of our listeners are in the promotional product space. There's still a lot of uncertainty that's coming our way. A lot of flipping and flopping going on with tariffs and whatnot. What do you recommend businesses do to sort of like help prep? David: Well, first thing you should do is recognize that your clients are not unaware of this. Like they are aware of the fact that this stuff's going on. Kevin: Right. David: And I've talked to a lot of business owners recently who are just really conc...

When we discuss a step-by-step approach to the sales process, we're taking a scientific approach, which most people don't do. They just keep going out there and getting in front of people, smiling and dialing, whatever it is they're doing. And when you take a more strategic approach, you just get far more consistent results. David: Hi, and welcome back. In today's episode, co-host Kevin Rosenquist, and I will be discussing a step-by-step process to the sales approach. Welcome back, Kevin. Kevin: Great to see you, David. Excited to talk about this. David: Yeah, it's great to see you as well. This actually came up because I saw this question going through a Facebook group. I thought it's an interesting topic because everybody's got their own idea of what that is, what that should be, and very few people actually have what they would describe as a step-by-step approach to the sales process, which I believe is critical if you want to be able to create consistent results. Kevin: Why is it you think that people don't implement a step-by-step process? Is it just because they just like to shoot from the hip a little bit more or what is the reasoning? David: Well, there are a lot of salespeople who do just like to go with the flow and they go with the conversation and everything like that. And there are some people who can do that extremely well. Kevin: Sure. David: But my feeling is that even those who can do that extremely well are essentially harming themselves, by not having at least a framework that they go back to again and again and again, so that when prospects or clients inevitably get them derailed, they know exactly where to come back to so that they're not missing any steps. That's why I think having the sales process in place is pretty important. Kevin: Obviously, there's no universal sales approach for every industry because you know every industry is a little different, so how can a business lay out a good step-by-step sales approach that is suitable for what they do? David: Great question. So in our business, one of the things that we help our clients with is exactly this. And a lot of our clients are in the print and promotional products industries, but this also applies to any other B2B business. It actually applies to a B2 C business. I haven't really found an industry where it doesn't apply. And so when we initially laid this out in a program called Top Secrets of Customer Acquisition, we basically laid out six steps to customer acquisition. I'll put up a graph here to sort of demonstrate it as we're going through. But the first step that we've identified is the targeting. Who exactly is it that I'm going to go after? Because if I don't know who I'm targeting, I've got no one to sell to. I've got to have a really crystal clear idea of who the people are that I would like to go after. And so for me it always starts with that, who is it that I want to sell to? Kevin: And in this day and age, we have so much data, we have so much information that there shouldn't be any reason you can't figure out that pretty precise target. David: Exactly, and a lot of times people want to feel like they sell to everybody. But the problem is that, as the saying goes, if you feel like you're selling to everybody, you're probably not selling to anyone. Because people don't always get it. They don't resonate with something unless they feel like the messaging is actually directed toward them. So, it's a really good idea to. target small, Aim small, miss small, as they said in the movie the Patriot, right? Aim small, miss small. You want to be able to do that with your targeting because when you do that, you can be more consistent in what you're saying to the people that you're approaching. It'll make a lot more sense to them, and you'll be able to get a lot more traction with what you're doing. Kevin: All right, so after targeting the right people, what's next?

We'd love to help you to get from here to there in terms of eliminating waste in your business. When you're focused on getting those things done and when you've got processes and procedures in place to allow you to accomplish it more quickly, then everything gets a whole lot better. David: Hi, and welcome back. In today's episode, co-host Kevin Rosenquist, and I will be discussing eliminating waste in your business. Welcome, Kevin. Kevin: Great to see you. David. Excited to be here. David: I'm excited to have you here. Kevin: Yeah, so we're talking waste, obviously waste in business. There's different kinds of waste. A lot of people will immediately think of money, but that's not really what we're talking about, is it? David: Well, some of what we're talking about, I guess. Yeah. There's been a lot of talk about finding and eliminating waste in the news. So I thought, how does that really apply when you're operating a business? Kevin: Mm-hmm. David: Anyone in business, particularly small to medium sized businesses, must be aware of the fact that there is always likely to waste in the business. And as you pointed out, I mean, very often it starts with money. We're afraid that we might be wasting money, and in many cases we are. Kevin: Sure. David: But for most businesses who are reasonably run well, that's usually not the biggest thing. Kevin: What would you say is the biggest thing, or can you give me like your top three? David: Okay, sure. Yeah. I think for most of us it probably starts with time. Kevin: Yeah. David: Because the time that we waste is something that we can never get back. I think I heard Brian Tracy say this years ago. If you lose money, you can always make more, but if you run out of time, that's it. All the money in the world won't help you. That's pretty much how it went. Kevin: Yeah. I mean, there's no going back. So far they haven't figured out a way. David: No. We have not figured out a way to do that. So when we look at our days, weeks or even hours, we look at things like meetings. Are our meetings productive? Are our processes organized or disorganized? What are the distractions like during the course of a day? Because when we're focusing on one thing and then we're distracted and we have to switch back and forth, it requires flipping the switches in our brains and getting ourselves adjusted to the new thing that we're thinking about. All of those things consume time, which is, in many cases, even worse than money when we start wasting it. Kevin: You brought up a good one, meetings. And I think that's something, especially in this day and age of Zoom calls and all that stuff. I have a lot of friends who are in the corporate world or in the business world, and they talk about the needless meetings, the constant need for them, for people to feel like you got to get the crew together. Why are small businesses and medium sized businesses so focused on that and how can they like pull back? David: Yeah, it's a great question. I think there are some people who just feel like it's necessary. I think there are some business owners, some managers who feel like their presence in everyone's day-to-day life is critical Kevin: Right. David: And that's true more of some people than others. Some employees are happy to be able to just do their own thing and get everything done. Others do need more interaction. So it is an individual kind of thing. I think most business owners have to take a look at that and say, how much of me do they need? How much of their sales managers do they need? But being aware of the fact that each time we force everyone to get together, the clock is running. The clock's running on everyone. And when you have a bunch of people on one meeting, that means that all those people are tied up for that period of time. And if it's not productive for everyone on that meeting or in that meeting,

Attorney David Maloney runs fantastic Super Bowl TV ads for Maloney Lyons, LLC. In this podcast, David explains how he got started running Super Bowl ads, and why the people of Mobile Alabama eagerly await his firm's ads each year. David also covers how he got started creating commercials, creating commercials in a conservative area where attorney advertising was frowned upon, which ads get traction, how the ads are created, how Super Bowl ads differ from regular TV ads, call to action vs branding, funny vs informative ads, negotiating with various TV stations such as NBC CBS Fox ABC, attention to detail, measuring success, lessons learned, and if he actually returns everyone's call. Visit David Maloney here: https://maloney-lyons.com/maloney-david-j-esq/. Watch his 2025 Super Bowl commercial here: https://youtu.be/A8tKgSKTOBw. See the Personal Injury Super Bowl Ads of 2025: https://optimizemyfirm.com/super-bowl-lix/. See all episodes or subscribe to the Personal Injury Marketing Minute here: https://optimizemyfirm.com/podcasts/. Transcript: Lindsey: Welcome to the Personal Injury Marketing Minute, where we quickly cover the hot topics in the legal marketing world. I'm your host, Lindsey Busfield. Watching the Super Bowl is one of the highlights of my year. While I'm always a little disappointed that the Broncos hardly ever make it to the big game, the commercials never let me down. This has been especially true with a handful of personal injury commercials this year. Maloney-Lyons had a particularly hilarious commercial that aired during the Super Bowl and I'm excited to have David Maloney as our guest today. David: Hey. Thanks for having me, Lindsey. Lindsey: Well, tell us a little bit about yourself, about your practice. David: Well, what's interesting is I had a commercial about what made me decide to become a lawyer to begin with. Which is that when I was 13, I had to read To Kill a Mockingbird for Mrs. Wesselman's English class. And then, that was followed up with us being able to watch it as well. And when I read it, I first started thinking, "Okay. I think this is what I want to do." And then, when I saw it, that solidified it further. And then, I was on... My father had visitation with me. I think it was like over maybe spring break or something and we were driving somewhere on the New York State Thruway. And I had told him that we had read this book and watched this and that I thought that I wanted to be a lawyer. And at that point, he told me that that was what he had always wanted to be. But that my being born kind of changed plans, and so that then bolstered it even more. And so, I decided to become an... I went to law school and I knew I wanted to represent the underdog. And then, you realize criminal law is a little different. And then, you realize also that when you're dealing with personal injury, the victims, since they're going up against big insurance companies, are usually the underdog. So ironically, years later after I'd become an attorney, I did an ad that... Especially being down here in Mobile, Alabama, which is right up the street from Monroeville, which is where the courthouse is that they still have that to Kill a Mockingbird plays every year, because that's where a lot of it was based off of. It resonated to have a commercial that focused on that. Lindsey: Well, and To Kill a Mockingbird, I think most of us read that that freshman year of high school. And Atticus Finch was such a profound character and so meaningful for people on a lot of different levels, both for career aspirations in terms of social justice. And it was one of the first books that I really connected with and it inspired my love of reading. So I love to hear that you say that and that that was part of your journey as well. David: Well, it struck a chord in the idealist in me. Lindsey: Yeah. And I mean, just such a well-written character from a literary perspective....

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.

Reimagining the essentials is different for everyone. And I hear both sides of that from people. I hear people who are like, ” oh yeah, you know, I've been doing this forever. I know exactly what I'm doing and all that sort of thing.” And then I have people on the other side who are like, “Hey, I'm doing all the things that I've done before. I'm doing it more aggressively. I'm doing much more of it. I'm doing it with more people and it's not working.” And so for the people who are struggling with that… again, it's not really a matter of saying, “well, now instead of prospecting, we need to do something different.” No, you're still going to need to do prospecting. The question is, “can we now do it in a way that is going to reach the people that you need to reach, communicate the things that we need to communicate and allow us to advance our communications and close the sales?” David: Hi and welcome to the podcast. Today, co-host Jay McFarland and I will be discussing reimagining the essentials. Welcome, Jay. Good to have you here. Jay: It's so good to be here once again. I'm very excited about today's topic. What's the Point of Reimagining the Essentials? David: Yeah. I mean the whole idea of the essentials to some people it's like, "oh, essentials, that's boring." Right? But it seems to me that in current times we really need to look at the essentials and say, "okay, how can we tweak them or fine tune them or change them around so that they're going to be more effective in a 21st century post-COVID economy?" Jay: Yeah. When I think about essentials, I think about foundational type things. And once you take away the foundation, other things that you have in play don't work as well. So what type of essentials specifically are we talking about that we want to, that we might look at in one when everybody looks at it that way, but we're going to reimagine or rethink about them in a different way? David: Well, I guess when I think of the fundamentals or the essentials, I tend to think of the real basics, prospecting, presenting, following up when it comes to sales. And sometimes you start talking about those things and people's eyes glaze over like, "oh, I know all that stuff." And yeah, we all know we need to do it. Knowing and Doing are Two Different Things We all know we need to do prospecting. We need to make presentations. We need to follow up with prospects and clients. But knowing it, knowing what to do, is really not the issue at all. It's how are we doing it? How well are we doing it? How much better are we doing it than our competitors? How frequently are we doing it? How consistently are we doing it? There are all these different nuanced aspects of it that completely change the results. And when we look at things like prospecting now versus five years ago, 10 years ago, it's completely different. Same thing with presenting, same thing with following up. In the past, it was basically phone and in person. Well now phone and in person are a lot less popular than other methods of communication. So that's really what I'm talking about here. Jay: Yeah, I think again, it's so important, you know, it's so easy to just fall into that trap of I've, you know, we've done it this way forever and it's always worked. I think it's hard for people to break free from those things, because it's hard to know what type of impact you really can have. And I think part of that is even understanding what your baseline is before you can make changes to understand if you're making any progress, right? What Happens When Everything Changes? David: Yeah, absolutely. And I hear both sides of that from people. I hear people who are like, " oh yeah, you know, I've been doing this forever. I know exactly what I'm doing and all that sort of thing." And then I have people on the other side who are like, "Hey, I'm doing all the things that I've done before. I'm doing it more aggressively.

Sometimes during a group it is as if a light comes on that illuminates some aspect of life in a magnificent fashion and that speaks to each person in the group whatever their background or station in life. This was true in particular this evening as we continued to discuss St. John's writing “To the Shepherd” on the responsibilities of a spiritual elder. As we made our way through the text, it became clear that St. John's teaching about the care of souls applies to all of those who are responsible for the formation of others; not only priests or religious, but also parents, teachers, friends, etc.  Not one of us is free from the charge of the salvation of others; aiding them through our prayers, taking opportune moments to clarify their understanding of the faith, being living witnesses of the gospel and the love of the cross. All of us have the responsibility of seeking purity of heart and freedom from the passions in order that we might be able to discern with clarity and humility the needs of those around us. Lacking this, St. John tells us, we undermine our capacity to be well disposed and compassionate to each individual for whom we are responsible or who enters our life. How is it that we can serve others if we cannot discern good from evil and everything in between? In fact, St. John tells us it is a great disgrace for a superior to pray for or hold forward spiritual gifts to others that he himself is not acquired. How is it that he can faithfully guide others to God and to become partakers of the glory of God if he has no understanding of this within his own heart. Experience is the truest teacher and if the superior lacks that experience, he may only bring harm to others. Those who are spiritual elders, fathers, or mothers, must not be tempted to set aside this role in order to enjoy worldly friendship with those in their charge. It can be a natural thing to want companionship and to some extent this can exist. However, if a familiarity develops between the superior and others, he may lose the capacity to guide and feel constrained to do the bidding of others; never to contradict them, refuse them, or correct them. The elder must be pure of heart and able to understand the interior life and also the realities that sanctify us within the life of the church. The elder must be able to create a culture that forms a mind and heart directed toward God, the love of neighbor and the love of virtue. He must be able to discern the emotional capacity and maturity of others, so as not to push too hard and risk breaking their spirit or neglect giving counsel or correction of those who are quick witted and naturally gifted. Such purity of heart alone allows the elder to perceive supernatural realities and to understand the struggles that individuals have with multiple demons. The elder must be able to cure passions thought by others to be incurable. In this sense, he must have truly put on the mind of Christ and be the most humble and obedient member of the community. --- Text of chat during the group: 00:14:02 Bob Cihak, AZ: P. 251, # 14   00:19:16 carol_000: Is much known about the repentance of Joseph's brothers or God chastising them for their treatment of Joseph   00:26:27 David: I think this is a big problem also in families. My oldest son felt I was often to hard on him. Now that he is 27 he has mentioned several times that I was the only one that loved him and was always there. It is really hard but being a father is different than being a friend only there to enjoy the good times and not try to guide someone to what has value.   00:28:48 Art: Reacted to "I think this is a bi..." with

Imagine enjoying the freedom to focus on visionary leadership while your business runs like a well-oiled machine. This Monday Morning Episode dives deep into the art of systemization in business operations, partnering with systems expert David Jenyns to reveal transformative strategies that liberate business owners and team members from monotonous daily tasks. Discover insights behind legendary organizations like McDonald's and Netflix, as David sheds light on the benefits of implementing documented processes. This episode not only highlights how these processes lead to career growth, job security, and streamlined workflows but also tackles the common hurdle of team resistance, providing actionable advice on engaging early adopters and ensuring positive introductions to new systems.David emphasizes the importance of clear communication and tailored processes that strike the ideal balance between systemization and empowerment. He discusses how business owners can remove non-compliance excuses, set clear expectations, and build a team of systems-driven individuals, paving the way for sustainable success. Tune in to learn how to transform your business into a systemized powerhouse, where creativity and structure coexist seamlessly, all thanks to tried-and-true methodologies.What You'll Learn in This Episode:Benefits of documented processes for career growth.Strategies for overcoming team resistance to new systems.How clear communication and setting expectations lead to smoother workflows.Techniques to remove excuses for non-compliance.The impact of surrounding yourself with systems-driven individuals.How renowned companies like McDonald's and Netflix utilize effective systemization.Tune in now to transform your business with expert strategies for systemization!‍‍You can reach out to David Jenyns here:Website: https://www.systemology.com/‍Mentions and Links: ‍Accounting Software:MYOB‍Brands:McDonald'sNetflix‍If you want your questions answered on Monday Morning Episodes, ask me on these platforms:My Newsletter: https://thedentalmarketer.lpages.co/newsletter/The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041‍Episode Transcript (Auto-Generated - Please Excuse Errors)‍Michael: Hey Dave, so talk to us. What's one piece of advice you can give us this Monday morning? David: When it comes to stepping out of the day to day operations as a business owner, you've got to capture your systems and your processes. And most importantly, you've got to get your team on board. And I feel like that's probably the biggest challenge for a lot of business owners.They try to systemize, they try it for a little bit, maybe one team member follows, maybe most of them don't, and then before they know it, everybody's forgotten about it, and it's just back to the way that things have always been. And it really, this one piece of advice I've got centers around how do you get your team on board?How do you get your team to follow process? And even. resistant team members. How do you get them to go, Oh, this is how we do things here. And key here is the way in which it's introduced to your team. A lot of business owners, when they go, Oh, we're going to start documenting our process. And we're going to have a particular way of doing things.The team member in their brain, they start to think, Should I be worried about my job? Is he trying to document what I'm doing so that he can replace me? Is he going to take my job offshore? I kind of like having this little black box where no one really knows what I'm doing because. It creates some level of job security for me.I don't want to capture my process and have that available and accessible for everybody else. So that's some of the things that go on in their head and that's what can make them resistant and then fall back to the ways that they may have done things in the past or not even want to share what it is that they're doing.So the bit of advice and the secret here is to really think about How it's going to benefit the team member. rather than just introducing it where the team thinks, Oh, the business owner is doing this to replace me, or maybe they want to go on a holiday. And, don't want to support that.Show them how, hang on, if you document your process or capture the way that you're doing things, this can help you move up in our organization because, by documenting process, we could delegate down to some newer team members. And that doesn't make you less valuable. It makes you more valuable because now you can work on higher value tasks.You can start to work your way up and work on these higher value activities. That's might appeal to some people. For other people, you might need to say, Hey, when you go on holiday and you tell me you want two weeks off and I say fine, but then I call you up every second day to go, Oh, where's that client's file up to?Oh, is that job up to? Do you remember where we saved that thing? And I'm on the phone calling you every second to try and find out what's going on. By documenting our process, it means that other people can step in and do some of those tasks, and the team can keep things moving while you're on leave, so when you come back, those things are done, and you can have a proper, restful holiday.So that might appeal to someone else, or, maybe it's, hey, there are going to be times when you're going to need time off for family. So, having process and the enable systems just means that people can step in and keep things moving. And that makes your job more secure and this business more secure.So again, a lot of it has to do with how you frame it and how you let them know this is going to benefit their situation. That'll dramatically increase the adoption of a systems culture. Michael: Gotcha. Okay. So then, David, can you share specific communication strategies you've used to address this type of resistance?How do you ensure the message is understood and embraced by team members? David: Well, The first thing to do and it's a little bit counterintuitive, is you actually don't think about who's going to resist it up front. Think about who's going to support this initiative. So when you first introduce the topic and you say, Hey, we're going to look to build a systems culture and want to capture some different processes.Hey, I've got, this book or this podcast that I want to share with you, just that talks a little bit about what we're doing and then see who resonates with it, who listens to it, who gets it and say, Hey I'm looking for some people who want to help me drive this forward. Who sticks their hand up.And then start off by leaning into them. So that's kind of step number one. You start to empower them, you get the first set of systems down and then you start to celebrate system wins. when a team member does something, you go, Hey, we just documented this new process. Jenny did an awesome job over here.Hey, Sarah, we normally have this frustration when someone goes on leave, but Sarah documented this process. And then we had John step in and do the task. Hey, Sarah, you're awesome. And you shine a spotlight on that. Maybe you give out a monthly most valued player award to the person who really embraces this idea.that's the best place to start because then you start to go, Hey, we're going to celebrate and showcase, and this is what we want more of. So that's the first step. And then you start to watch out for the. resistant team members. Now, the best thing that you can do for them is firstly lead by example, and then by shining a light on the people that are, doing it.And then you want to give those team members every opportunity to jump on board because new things you have to figure it out. And some people are going to embrace change more than others. And you try and support them. And then you need to really think about every team member and their situation.And the real key is a lot of times team members, their default excuses. Yeah, but I didn't know how, or I didn't know that was expected of me. So one of the first things that you need to do is. To remove that. So by capturing a system and a process, you're then saying, Hey, well, we have a way of doing things.You want to make sure that's never more than one click away from when they actually are doing the task. So if it's, setting up something in the dental practice, we'll have a QR code that they scan on their phone. Maybe it's on the printer or something, and it jumps to the. System or the process after scanning that QR code, or maybe it's setting up the dental practice in the morning and here's the 10 point checklist that needs to be done.It's got to be so obvious. So front and center. So you can remove that. And then the conversation can start to change. Okay, you did know we've got a process. It's listed out here. My expectation is that you follow the process. I don't care if you've got it open or not, if you're doing it right, but since you don't yet know the process, you've got to have it open, but once you get it right, then fine.You don't have to have it open every single time, but at the start, this is my expectation. And that's kind of just the start of how you address it. You've got to remove excuses. Michael: so then what consequences do you implement for team members who continually resist systems? Even though you've, done these systems, you've,Remove the excuses or try to, have you found incentives to be effective in encouraging this type of adherence? David: you can, like I said, have something like the MVP where you might reward the system wins and shine a spotlight. You can even link it towards KPIs either the generation or the following of process.can do a few things like that. I think the reality is. A lot of business owners don't realize up front how important it is to have someone who follows process. And it's not something that they've, incorporated into their recruitment process. Once you get this moving forward, it actually gets a lot easier.Because you look for people who will adopt this way of doing things right from the get go. The challenge is always the existing staff who are used to doing things a certain way, who there may actually be some people in there who aren't processed people. you'll need to navigate through that.Am I saying that you might need to jump in and do a whole bunch of, layoffs? that's definitely the last resort. And I know in certain different industries, finding labors can be challenging, but the reality is a business is infinitely easier when you surround yourself as a business owner with systems driven people.And that goes double if the business owner, or maybe the. dental practitioner owner isn't a systems person. If you don't see yourself as a systems person, then you better make sure that you're surrounded by systems driven people. Because again, business just works better that way.So do have to navigate through it. I've not seen, incentives. work amazingly well, generally you want people to do it, who do this naturally and then naturally organized people and you giving everybody the chance to jump on board and then addressing the ones that don't, oftentimes you're the employer, like the person listening to this, you're paying, they're there to do a job and it's okay for you to have, A set of expectations around the way that you want things done.That's your right as a business owner. But just persist with it. Cause it's, challenging at the start, but you get over this hump and then business just gets so much easier. Michael: Yeah, I like that. Okay. So then you mentioned KPIs to like, do you track and measure whether team members are following the systems specifically as a leader?Like what role do you personally play in and ensuring systems are followed? David: there's a couple of different ways that you can do it depending on the task, depending on who it is. If you've got some sort of project management software in how tasks are signed out, you can look at how they complete the tasks many times they're checking certain things off.You can have a look at error rate depending on if certain tasks causing you some challenges because people aren't following process and it's causing errors. So you can track that error rate and you're looking for reduction in that by following the process. it comes down to this whole idea that, to improve something, you have to track it.So you just have to think about what is it that you want to improve? If you want to improve the fact that they're. Opening the process or successfully completing it. Maybe there's some final step that they have to complete, which confirms that they have reviewed and followed the checklist.And then you're monitoring how often they're doing that, or are they doing that? depend on the situation and the task. Michael: Gotcha, gotcha. I like that. that in mind, like at the end of the day, make sure you're,you let me know, or you send me an email or you do this checklist.And then office manager at the end of the week, we'll look at how many people did this. How do you balance being hands on with empowering your team to take ownership of these systems versus it's seeming like, man, he's just micromanaging everything. David: Yes. Yeah. The main thing there is depending on what the work is, you've got to Systemize all of the things that need to happen in business.There are certain things that kind of just need to happen a certain way. patients will need to be checked in a certain way or they have to fill out certain forms, maybe The practice or the studio needs to be set up a particular way, try and systemize all of the mundane pieces or parts of business that just need to be done a certain way.And sometimes leaving out the creative part or doing those types of systems a little bit more high level, You, you've got to think about who's doing the task and documenting to the level that's required for that person. If they're a skilled operator, you don't need to tell them well, here's exactly how you log into MYOB.Here's the exact buttons that you need to check. it can feel, like you're micromanaging at that level. It's art and science, to try and find the right balance for this. look at something like McDonald's, And McDonald's has systemized every possible aspect down to the minute detail, but they're also running a hamburger business that is taking very unskilled operators, flipping hamburgers.So they've got to go down to that level and it can really feel. Like micromanagement, whereas a lot of people are going to be running, a successful business with high quality team members, and you've mightnot need to get down to that level. A quote that Reed Hastings said from Netflix and he said, when we started systemizing, we wanted to systemize every possible aspect of the business. We wanted to make sure our business was dummy proof. The only thing was once we got it to that level, only dummies wanted to work there. Because they'd gone too far on the systemization spectrum.So again, lot of this has be with, thinking about the situation, the individuals and what they need to do a great job. If it feels like micromanagement chunk up a level, have a higher quality or higher level checklist that has, key milestone levels instead of these super micro details.Michael: Nice. Awesome, David. I appreciate your time. And if anyone has further questions, you can definitely find them on the Dental Marketer Society Facebook group or where can they reach out to you directly? David: Yeah, best to just go to systemology. com and there's some links through to, all of the ways to contact us or follow us on social media.Michael: Awesome. So that's going to be in the show notes below. And David, thank you so much for being with me on this Monday morning episode. David: Pleasure. Thank you.‍

On this episode of the pod, my guest is David Cayley, a Toronto-based Canadian writer and broadcaster. For more than thirty years (1981-2012) he made radio documentaries for CBC Radio One's program Ideas, which premiered in 1965 under the title The Best Ideas You'll Hear Tonight. In 1966, at the age of twenty, Cayley joined the Canadian University Service Overseas (CUSO), one of the many volunteer organizations that sprang up in the 1960's to promote international development. Two years later, back in Canada, he began to associate with a group of returned volunteers whose experiences had made them, like himself, increasingly quizzical about the idea of development. In 1968 in Chicago, he heard a lecture given by Ivan Illich and in 1970 he and others brought Illich to Toronto for a teach-in called “Crisis in Development.” This was the beginning of their long relationship: eighteen years later Cayley invited Illich to do a series of interviews for CBC Radio's Ideas. Cayley is the author of Ivan Illich: An Intellectual Journey (2022), Ideas on the Nature of Science (2009), The Rivers North of the Future: The Testament of Ivan Illich (2004), Puppet Uprising (2003),The Expanding Prison: The Crisis in Crime and Punishment and the Search for Alternatives (1998), George Grant in Conversation (1995), Northrop Frye in Conversation (1992), Ivan Illich in Conversation (1992), and The Age of Ecology (1990).Show Notes:The Early Years with Ivan IllichThe Good Samaritan StoryFalling out of a HomeworldThe Corruption of the Best is the Worst (Corruptio Optimi Pessima)How Hospitality Becomes HostilityHow to Live in ContradictionRediscovering the FutureThe Pilgrimage of SurpriseFriendship with the OtherHomework:Ivan Illich: An Intellectual Journey (Penn State Press) - Paperback Now Available!David Cayley's WebsiteThe Rivers North of the Future (House of Anansi Press)Ivan Illich | The Corruption of Christianity: Corruptio Optimi Pessima (2000)Charles Taylor: A Secular AgeTranscript:Chris: [00:00:00] Welcome, David, to the End of Tourism Podcast. It's a pleasure to finally meet you. David: Likewise. Thank you. Chris: I'm very grateful to have you joining me today. And I'm curious if you could offer our listeners a little glimpse into where you find yourself today and what the world looks like for you through the lenses of David Cayley.David: Gray and wet. In Toronto, we've had a mild winter so far, although we did just have some real winter for a couple of weeks. So, I'm at my desk in my house in downtown Toronto. Hmm. Chris: Hmm. Thank you so much for joining us, David. You know, I came to your work quite long ago.First through the book, The Rivers North of the Future, The Testament of Ivan Illich. And then through your long standing tenure as the host of CBC Ideas in Canada. I've also just finished reading your newest book, Ivan Illich, An Intellectual Journey. For me, which has been a clear and comprehensive homage [00:01:00] to that man's work.And so, from what I understand from the reading, you were a friend of Illich's as well as the late Gustavo Esteva, a mutual friend of ours, who I interviewed for the podcast shortly before his death in 2021. Now, since friendship is one of the themes I'd like to approach with you today, I'm wondering if you could tell us about how you met these men and what led you to writing a biography of the former, of Ivan.David: Well, let me answer about Ivan first. I met him as a very young man. I had spent two years living in northern Borneo, eastern Malaysia, the Malaysian state of Sarawak. As part of an organization called the Canadian University Service Overseas, which many people recognize only when it's identified with the Peace Corps. It was a similar initiative or the VSO, very much of the time.And When I returned to [00:02:00] Toronto in 1968, one of the first things I saw was an essay of Ivan's. It usually circulates under the name he never gave it, which is, "To Hell With Good Intentions." A talk he had given in Chicago to some young volunteers in a Catholic organization bound for Mexico.And it made sense to me in a radical and surprising way. So, I would say it began there. I went to CDOC the following year. The year after that we brought Ivan to Toronto for a teach in, in the fashion of the time, and he was then an immense celebrity, so we turned people away from a 600 seat theater that night when he lectured in Toronto.I kept in touch subsequently through reading mainly and we didn't meet again until the later 1980s when he came to Toronto.[00:03:00] He was then working on, in the history of literacy, had just published a book called ABC: the Alphabetization of the Western Mind. And that's where we became more closely connected. I went later that year to State College, Pennsylvania, where he was teaching at Penn State, and recorded a long interview, radically long.And made a five-hour Ideas series, but by a happy chance, I had not thought of this, his friend Lee Hoinacki asked for the raw tapes, transcribed them, and eventually that became a published book. And marked an epoch in Ivan's reception, as well as in my life because a lot of people responded to the spoken or transcribed Illich in a way that they didn't seem to be able to respond to his writing, which was scholastically condensed, let's [00:04:00] say.I always found it extremely congenial and I would even say witty in the deep sense of wit. But I think a lot of people, you know, found it hard and so the spoken Illich... people came to him, even old friends and said, you know, "we understand you better now." So, the following year he came to Toronto and stayed with us and, you know, a friendship blossomed and also a funny relationship where I kept trying to get him to express himself more on the theme of the book you mentioned, The Rivers North of the Future, which is his feeling that modernity, in the big sense of modernity can be best understood as perversionism. A word that he used, because he liked strong words, but it can be a frightening word."Corruption" also has its difficulties, [00:05:00] but sometimes he said "a turning inside out," which I like very much, or "a turning upside down" of the gospel. So, when the world has its way with the life, death and resurrection and teaching of Jesus Christ which inevitably becomes an institution when the world has its way with that.The way leads to where we are. That was his radical thought. And a novel thought, according to the philosopher Charles Taylor, a Canadian philosopher, who was kind enough to write a preface to that book when it was published, and I think very much aided its reception, because people knew who Charles Taylor was, and by then, they had kind of forgotten who Ivan Illich was.To give an example of that, when he died, the New York [00:06:00] Times obituary was headlined "Priest turned philosopher appealed to baby boomers in the 60s." This is yesterday's man, in other words, right? This is somebody who used to be important. So, I just kept at him about it, and eventually it became clear he was never going to write that book for a whole variety of reasons, which I won't go into now.But he did allow me to come to Cuernavaca, where he was living, and to do another very long set of interviews, which produced that book, The Rivers North of the Future. So that's the history in brief. The very last part of that story is that The Rivers North of the Future and the radio series that it was based on identifies themes that I find to be quite explosive. And so, in a certain way, the book you mentioned, Ivan Illich: An Intellectual Journey, [00:07:00] was destined from the moment that I recorded those conversations. Chris: Hmm, yeah, thank you, David. So much of what you said right there ends up being the basis for most of my questions today, especially around the corruption or the perversion what perhaps iatrogenesis also termed as iatrogenesis But much of what I've also come to ask today, stems and revolves around Illich's reading of the Good Samaritan story, so I'd like to start there, if that's alright.And you know, for our listeners who aren't familiar either with the story or Illich's take on it, I've gathered some small excerpts from An Intellectual Journey so that they might be on the same page, so to speak. So, from Ivan Illich, An Intellectual Journey:"jesus tells the story after he has been asked how to, quote, 'inherit eternal life,' end quote, and has replied that one must love God and one's neighbor, [00:08:00] quote, 'as oneself,' but, quote, who is my neighbor? His interlocutor wants to know. Jesus answers with his tale of a man on his way from Jerusalem to Jericho, who is beset by robbers, beaten, and left, quote, 'half dead' by the side of the road.Two men happen along, but, quote, 'pass by on the other side.' One is a priest and the other a Levite, a group that assisted the priests at the Great Temple, which, at that time, dominated the landscape of Jerusalem from the Temple Mount. Then, a Samaritan comes along. The Samaritans belonged to the estranged northern kingdom of Israel, and did not worship at the Temple.Tension between the Samaritans and the Judeans in the Second Temple period gives the name a significance somewhere between 'foreigner' and 'enemy.' [00:09:00] In contemporary terms, he was, as Illich liked to say, 'a Palestinian.' The Samaritan has, quote, 'compassion' on the wounded one. He stops, binds his wounds, takes him to an inn where he can convalesce and promises the innkeeper that he will return to pay the bill.'And so Jesus concludes by asking, 'Which of the three passers by was the neighbor?'Illich claimed that this parable had been persistently misunderstood as a story about how one ought to act. He had surveyed sermons from the 3rd through 19th centuries, he said, 'and found a broad consensus that what was being proposed was a, quote, rule of conduct.' But this interpretation was, in fact, quote, 'the opposite of what Jesus wanted to point out.'He had not been asked how to act toward a neighbor, but rather, 'who is my neighbor?' And he had replied, [00:10:00] scandalously, that it could be anyone at all. The choice of the Samaritan as the hero of the tale said, 'in effect, it is impossible to categorize who your neighbor might be.' The sense of being called to help the other is experienced intermittently and not as an unvarying obligation.A quote, 'new kind of ought has been established,' Illich says, which is not related to a norm. It has a telos, it aims at somebody, some body, but not according to a rule. And finally, The Master told them that who your neighbor is is not determined by your birth, by your condition, by the language which you speak, but by you.You can recognize the other man who is out of bounds culturally, who is foreign linguistically, who, you can [00:11:00] say by providence or pure chance, is the one who lies somewhere along your road in the grass and create the supreme form of relatedness, which is not given by creation, but created by you. Any attempt to explain this 'ought,' as correspond, as, as corresponding to a norm, takes out the mysterious greatness from this free act.And so, I think there are at least, at the very least, a few major points to take away from this little summary I've extracted. One, that the ability to choose one's neighbor, breaks the boundaries of ethnicity at the time, which were the bases for understanding one's identity and people and place in the world.And two, that it creates a new foundation for hospitality and interculturality. And so I'm [00:12:00] curious, David, if you'd be willing to elaborate on these points as you understand them.David: Well if you went a little farther on in that part of the book, you'd find an exposition of a German teacher and writer and professor, Claus Held, that I found very helpful in understanding what Ivan was saying. Held is a phenomenologist and a follower of Husserl, but he uses Husserl's term of the home world, right, that each of us has a home world. Mm-Hmm. Which is our ethnos within which our ethics apply.It's a world in which we can be at home and in which we can somehow manage, right? There are a manageable number of people to whom we are obliged. We're not universally obliged. So, what was interesting about Held's analysis is then the condition in which the wounded [00:13:00] man lies is, he's fallen outside of any reference or any home world, right?Nobody has to care for him. The priest and the Levite evidently don't care for him. They have more important things to do. The story doesn't tell you why. Is he ritually impure as one apparently dead is? What? You don't know. But they're on their way. They have other things to do. So the Samaritan is radically out of line, right?He dares to enter this no man's land, this exceptional state in which the wounded man lies, and he does it on the strength of a feeling, right? A stirring inside him. A call. It's definitely a bodily experience. In Ivan's language of norms, it's not a norm. It's not a duty.It's [00:14:00] not an obligation. It's not a thought. He's stirred. He is moved to do what he does and he cares for him and takes him to the inn and so on. So, the important thing in it for me is to understand the complementarity that's involved. Held says that if you try and develop a set of norms and ethics, however you want to say it, out of the Samaritan's Act, it ends up being radically corrosive, it ends up being radically corrosive damaging, destructive, disintegrating of the home world, right? If everybody's caring for everybody all the time universally, you're pretty soon in the maddening world, not pretty soon, but in a couple of millennia, in the maddening world we live in, right? Where people Can tell you with a straight face that their actions are intended to [00:15:00] save the planet and not experience a sense of grandiosity in saying that, right?Not experiencing seemingly a madness, a sense of things on a scale that is not proper to any human being, and is bound, I think, to be destructive of their capacity to be related to what is at hand. So, I think what Ivan is saying in saying this is a new kind of ought, right, it's the whole thing of the corruption of the best is the worst in a nutshell because as soon as you think you can operationalize that, you can turn everyone into a Samaritan and You, you begin to destroy the home world, right?You begin to destroy ethics. You begin to, or you transform ethics into something which is a contradiction of ethics. [00:16:00] So, there isn't an answer in it, in what he says. There's a complementarity, right? Hmm. There's the freedom to go outside, but if the freedom to go outside destroys any inside, then, what have you done?Right? Hmm. You've created an unlivable world. A world of such unending, such unimaginable obligation, as one now lives in Toronto, you know, where I pass homeless people all the time. I can't care for all of them. So, I think it's also a way of understanding for those who contemplate it that you really have to pay attention.What are you called to, right? What can you do? What is within your amplitude? What is urgent for you? Do that thing, right? Do not make yourself mad with [00:17:00] impossible charity. A charity you don't feel, you can't feel, you couldn't feel. Right? Take care of what's at hand, what you can take care of. What calls you.Chris: I think this comes up quite a bit these days. Especially, in light of international conflicts, conflicts that arise far from people's homes and yet the demand of that 'ought' perhaps of having to be aware and having to have or having to feel some kind of responsibility for these things that are happening in other places that maybe, It's not that they don't have anything to do with us but that our ability to have any kind of recourse for what happens in those places is perhaps flippant, fleeting, and even that we're stretched to the point that we can't even tend and attend to what's happening in front of us in our neighborhoods.And so, I'm curious as to how this came to be. You mentioned "the corruption" [00:18:00] and maybe we could just define that, if possible for our listeners this notion of "the corruption of the best is the worst." Would you be willing to do that? Do you think that that's an easy thing to do? David: I've been trying for 30 years.I can keep on trying. I really, I mean, that was the seed of everything. At the end of the interview we did in 1988, Ivan dropped that little bomb on me. And I was a diligent man, and I had prepared very carefully. I'd read everything he'd written and then at the very end of the interview, he says the whole history of the West can be summed up in the phrase, Corruptio Optimi Pessima.He was quite fluent in Latin. The corruption of the best is the worst. And I thought, wait a minute, the whole history of the West? This is staggering. So, yes, I've been reflecting on it for a long time, but I think there are many ways to speak [00:19:00] about the incarnation, the idea that God is present and visible in the form of a human being, that God indeed is a human being in the person of Jesus Christ.One way is to think of it as a kind of nuclear explosion of religion. Religion had always been the placation of a god. Right? A sacrifice of some kind made to placate a god. Now the god is present. It could be you. Jesus is explicit about it, and I think that is the most important thing for Iman in reading the gospel, is that God appears to us as one another.Hmm. If you can put it, one another in the most general sense of that formula. So, that's explosive, right? I mean, religion, in a certain way, up to that moment, is society. It's the [00:20:00] integument of every society. It's the nature of the beast to be religious in the sense of having an understanding of how you're situated and in what order and with what foundation that order exists. It's not an intellectual thing. It's just what people do. Karl Barth says religion is a yoke. So, it has in a certain way exploded or been exploded at that moment but it will of course be re instituted as a religion. What else could happen? And so Ivan says, and this probably slim New Testament warrant for this, but this was his story, that in the very earliest apostolic church. They were aware of this danger, right? That Christ must be shadowed by "Antichrist," a term that Ivan was brave enough to use. The word just has a [00:21:00] terrible, terrible history. I mean, the Protestants abused the Catholics with the name of Antichrist. Luther rages against the Pope as antichrist.Hmm. And the word persists now as a kind of either as a sign of evangelical dogmatism, or maybe as a joke, right. When I was researching it, I came across a book called "How to Tell If Your Boyfriend Is The Antichrist." Mm-Hmm. It's kind of a jokey thing in a way, in so far as people know, but he dared to use it as to say the antichrist is simply the instituted Christ.Right. It's not anything exotic. It's not anything theological. It's the inevitable worldly shadow of there being a Christ at all. And so that's, that's the beginning of the story. He, he claims that the church loses sight of this understanding, loses sight of the basic [00:22:00] complementarity or contradiction that's involved in the incarnation in the first place.That this is something that can never be owned, something that can never be instituted, something that can only happen again and again and again within each one. So, but heaven can never finally come to earth except perhaps in a story about the end, right? The new heaven and the new earth, the new Jerusalem come down from heaven.Fine. That's at the end, not now. So that's the gist of what he, what he said. He has a detailed analysis of the stages of that journey, right? So, within your theme of hospitality the beginnings of the church becoming a social worker in the decaying Roman Empire. And beginning to develop institutions of hospitality, [00:23:00] places for all the flotsam and jetsam of the decaying empire.And then in a major way from the 11th through the 13th century, when the church institutes itself as a mini or proto state, right? With a new conception of law. Every element of our modernity prefigured in the medieval church and what it undertook, according to Ivan. This was all news to me when he first said it to me.So yeah, the story goes on into our own time when I think one of the primary paradoxes or confusions that we face is that most of the people one meets and deals with believe themselves to be living after Christianity and indeed to great opponents of Christianity. I mean, nothing is more important in Canada now than to denounce residential schools, let's say, right? Which were [00:24:00] the schools for indigenous children, boarding schools, which were mainly staffed by the church, right?So, the gothic figure of the nun, the sort of vulpine, sinister. That's the image of the church, right? So you have so many reasons to believe that you're after that. You've woken up, you're woke. And, and you see that now, right? So you don't In any way, see yourself as involved in this inversion of the gospel which has actually created your world and which is still, in so many ways, you.So, leftists today, if I'm using the term leftists very, very broadly, "progressives," people sometimes say, "woke," people say. These are all in a certain way super Christians or hyper Christians, but absolutely unaware of themselves as Christians and any day you can read an analysis [00:25:00] which traces everything back to the Enlightenment.Right? We need to re institute the Enlightenment. We've forgotten the Enlightenment. We have to get back to the, right? There's nothing before the Enlightenment. The Enlightenment is the over, that's an earlier overcoming of Christianity, right? So modernity is constantly overcoming Christianity. And constantly forgetting that it's Christian.That these are the ways in which the Incarnation is working itself out. And one daren't say that it's bound to work itself out that way. Ivan will go as far as to say it's seemingly the will of God that it should work itself out that way. Right? Wow. So, that the Gospel will be preached to all nations as predicted at the end of the Gospels." Go therefore and preach to all nations," but it will not be preached in its explicit form. It will enter, as it were, through the [00:26:00] back door. So that's a very big thought. But it's a saving thought in certain ways, because it does suggest a way of unwinding, or winding up, this string of finding out how this happened.What is the nature of the misunderstanding that is being played out here? So. Chris: Wow. Yeah, I mean, I, I feel like what you just said was a kind of nuclear bomb unto its own. I remember reading, for example, James Hillman in The Terrible Love of War, and at the very end he essentially listed all, not all, but many of the major characteristics of modern people and said if you act this way, you are Christian.If you act this way, you are Christian. Essentially revealing that so much of modernity has these Christian roots. And, you know, you said in terms of this message and [00:27:00] corruption of the message going in through the back door. And I think that's what happens in terms of at least when we see institutions in the modern time, schools, hospitals, roads essentially modern institutions and lifestyles making their way into non modern places.And I'm very fascinated in this in terms of hospitality. You said that the church, and I think you're quoting Illich there, but " the church is a social worker." But also how this hospitality shows up in the early church and maybe even how they feared about what could happen as a result to this question of the incarnation.In your book it was just fascinating to read this that you said, or that you wrote, that "in the early years of Christianity it was customary in a Christian household to have an extra mattress, a bit of candle, and some dry bread in case the Lord Jesus should knock at the door in the form of a stranger without a roof, a form of behavior that was utterly [00:28:00] foreign to the cultures of the Roman Empire."In which many Christians lived. And you write, "you took in your own, but not someone lost on the street." And then later "When the emperor Constantine recognized the church, Christian bishops gained the power to establish social corporations." And this is, I think, the idea of the social worker. The church is a social worker.And you write that the first corporations they started were Samaritan corporations, which designated certain categories of people as preferred neighbors. For example, the bishops created special houses financed by the community that were charged with taking care of people without a home. Such care was no longer the free choice of the householder, it was the task of an institution.The appearance of these xenodocheia? Literally, quote, 'houses for foreigners' signified the beginning of a change in the nature of the church." And then of course you write and you mentioned this but "a gratuitous and truly [00:29:00] free choice of assisting the stranger has become an ideology and an idealism." Right. And so, this seems to be how the corruption of the Samaritan story, the corruption of breaking that threshold, or at least being able to cross it, comes to produce this incredible 'ought,' as you just kind of elaborated for us.And then this notion of, that we can't see it anymore. That it becomes this thing in the past, as you said. In other words, history. Right? And so my next question is a question that comes to some degree from our late mutual friend Gustavo, Gustavo Esteva. And I'd just like to preface it by a small sentence from An Intellectual Journey where he wrote that, "I think that limit, in Illich, is always linked to nemesis, or to what Jung calls [00:30:00] enantiodromia, his Greek word for the way in which any tendency, when pushed too far, can turn into its opposite. And so, a long time ago, Illich once asked Gustavo if he could identify a word that could describe the era after development, or perhaps after development's death.And Gustavo said, "hospitality." And so, much later, in a private conversation with Gustavo, in the context of tourism and gentrification, the kind that was beginning to sweep across Oaxaca at the time, some years ago, he told me that he considered "the sale of one's people's radical or local hospitality as a kind of invitation to hostility in the place and within the ethnos that one lives in."Another way of saying it might be that the subversion and absence of hospitality in a place breeds or can breed hostility.[00:31:00] I'm curious what you make of his comment in the light of limits, enantiodromia and the corruption that Illich talks about.David: Well I'd like to say one thing which is the thought I was having while you, while you were speaking because at the very beginning I mentioned a reservation a discomfort with words like perversion and corruption. And the thought is that it's easy to understand Illich as doing critique, right? And it's easy then to moralize that critique, right? And I think it's important that he's showing something that happens, right? And that I daren't say bound to happen, but is likely to happen because of who and what we are, that we will institutionalize, that we will make rules, that we will, right?So, I think it's important to rescue Ivan from being read [00:32:00] moralistically, or that you're reading a scold here, right? Hmm. Right. I mean, and many social critics are or are read as scolds, right? And contemporary people are so used to being scolded that they, and scold themselves very regularly. So, I just wanted to say that to rescue Ivan from a certain kind of reading. You're quoting Gustavo on the way in which the opening up of a culture touristically can lead to hostility, right? Right. And I think also commenting on the roots of the words are the same, right? "hostile," "hospice." They're drawing on the same, right?That's right. It's how one treats the enemy, I think. Hmm. It's the hinge. Hmm. In all those words. What's the difference between hospitality and hostility?[00:33:00] So, I think that thought is profound and profoundly fruitful. So, I think Gustavo had many resources in expressing it.I couldn't possibly express it any better. And I never answered you at the beginning how I met Gustavo, but on that occasion in 1988 when I was interviewing Illich, they were all gathered, a bunch of friends to write what was called The Development Dictionary, a series of essays trying to write an epilogue to the era of development.So, Gustavo, as you know, was a charming man who spoke a peculiarly beautiful English in which he was fluent, but somehow, you could hear the cadence of Spanish through it without it even being strongly accented. So I rejoiced always in interviewing Gustavo, which I did several times because he was such a pleasure to listen to.But anyway, I've digressed. Maybe I'm ducking your question. Do you want to re ask it or? Chris: Sure. [00:34:00] Yeah, I suppose. You know although there were a number of essays that Gustavo wrote about hospitality that I don't believe have been published they focused quite a bit on this notion of individual people, but especially communities putting limits on their hospitality.And of course, much of this hospitality today comes in the form of, or at least in the context of tourism, of international visitors. And that's kind of the infrastructure that's placed around it. And yet he was arguing essentially for limits on hospitality. And I think what he was seeing, although it hadn't quite come to fruition yet in Oaxaca, was that the commodification, the commercialization of one's local indigenous hospitality, once it's sold, or once it's only existing for the value or money of the foreigner, in a kind of customer service worldview, that it invites this deep [00:35:00] hostility. And so do these limits show up as well in Illich's work in terms of the stranger?Right? Because so much of the Christian tradition is based in a universal fraternity, universal brotherhood. David: I said that Ivan made sense to me in my youth, as a 22 year old man. So I've lived under his influence. I took him as a master, let's say and as a young person. And I would say that probably it's true that I've never gone anywhere that I haven't been invited to go.So I, I could experience that, that I was called to be there. And he was quite the jet setter, so I was often called by him to come to Mexico or to go to Germany or whatever it was. But we live in a world that is so far away from the world that might have been, let's say, the world that [00:36:00] might be.So John Milbank, a British theologian who's Inspiring to me and a friend and somebody who I found surprisingly parallel to Illich in a lot of ways after Ivan died and died I think feeling that he was pretty much alone in some of his understandings. But John Milbank speaks of the, of recovering the future that we've lost, which is obviously have to be based on some sort of historical reconstruction. You have to find the place to go back to, where the wrong turning was, in a certain way. But meanwhile, we live in this world, right? Where even where you are, many people are dependent on tourism. Right? And to that extent they live from it and couldn't instantly do without. To do without it would be, would be catastrophic. Right? So [00:37:00] it's it's not easy to live in both worlds. Right? To live with the understanding that this is, as Gustavo says, it's bound to be a source of hostility, right?Because we can't sell what is ours as an experience for others without changing its character, right, without commodifying it. It's impossible to do. So it must be true and yet, at a certain moment, people feel that it has to be done, right? And so you have to live in in both realities.And in a certain way, the skill of living in both realities is what's there at the beginning, right? That, if you take the formula of the incarnation as a nuclear explosion, well you're still going to have religion, right? So, that's inevitable. The [00:38:00] world has changed and it hasn't changed at the same time.And that's true at every moment. And so you learn to walk, right? You learn to distinguish the gospel from its surroundings. And a story about Ivan that made a big impression on me was that when he was sent to Puerto Rico when he was still active as a priest in 1956 and became vice rector of the Catholic University at Ponce and a member of the school board.A position that he regarded as entirely political. So he said, "I will not in any way operate as a priest while I'm performing a political function because I don't want these two things to get mixed up." And he made a little exception and he bought a little shack in a remote fishing village.Just for the happiness of it, he would go there and say mass for the fishermen who didn't know anything about this other world. So, but that was[00:39:00] a radical conviction and put him at odds with many of the tendencies of his time, as for example, what came to be called liberation theology, right?That there could be a politicized theology. His view was different. His view was that the church as "She," as he said, rather than "it," had to be always distinguished, right? So it was the capacity to distinguish that was so crucial for him. And I would think even in situations where tourism exists and has the effect Gustavo supposed, the beginning of resistance to that and the beginning of a way out of it, is always to distinguish, right?To know the difference, which is a slim read, but, but faith is always a slim read and Ivan's first book, his first collection of published essays was [00:40:00] called Celebration of Awareness which is a way of saying that, what I call know the difference. Chris: So I'm going to, if I can offer you this, this next question, which comes from James, a friend in Guelph, Canada. And James is curious about the missionary mandate of Christianity emphasizing a fellowship in Christ over ethnicity and whether or not this can be reconciled with Illich's perhaps emphatic defense of local or vernacular culture.David: Well, yeah. He illustrates it. I mean, he was a worldwide guy. He was very far from his roots, which were arguably caught. He didn't deracinate himself. Hmm. He was with his mother and brothers exiled from Split in Dalmatia as a boy in the crazy atmosphere of the Thirties.But he was a tumbleweed after [00:41:00] that. Mm-Hmm. . And so, so I think we all live in that world now and this is confuses people about him. So, a historian called Todd Hart wrote a book still really the only book published in English on the history of CIDOC and Cuernavaca, in which he says Illich is anti-missionary. And he rebukes him for that and I would say that Ivan, on his assumptions cannot possibly be anti missionary. He says clearly in his early work that a Christian is a missionary or is not a Christian at all, in the sense that if one has heard the good news, one is going to share it, or one hasn't heard it. Now, what kind of sharing is that? It isn't necessarily, "you have to join my religion," "you have to subscribe to the following ten..." it isn't necessarily a catechism, it may be [00:42:00] an action. It may be a it may be an act of friendship. It may be an act of renunciation. It can be any number of things, but it has to be an outgoing expression of what one has been given, and I think he was, in that sense, always a missionary, and in many places, seeded communities that are seeds of the new church.Right? He spent well, from the time he arrived in the United States in 51, 52, till the time that he withdrew from church service in 68, he was constantly preaching and talking about a new church. And a new church, for him, involved a new relation between innovation and tradition. New, but not new.Since, when he looked back, he saw the gospel was constantly undergoing translation into new milieu, into new places, into new languages, into new forms.[00:43:00] But he encountered it in the United States as pretty much in one of its more hardened or congealed phases, right? And it was the export of that particular brand of cultural and imperialistic, because American, and America happened to be the hegemon of the moment. That's what he opposed.The translation of that into Latin America and people like to write each other into consistent positions, right? So, he must then be anti missionary across the board, right? But so I think you can be local and universal. I mean, one doesn't even want to recall that slogan of, you know, "act locally, think globally," because it got pretty hackneyed, right?And it was abused. But, it's true in a certain way that that's the only way one can be a Christian. The neighbor, you said it, I wrote it, Ivan said it, " the neighbor [00:44:00] can be anyone." Right?But here I am here now, right? So both have to apply. Both have to be true. It's again a complementary relation. And it's a banal thought in a certain way, but it seems to be the thought that I think most often, right, is that what creates a great deal of the trouble in the world is inability to think in a complementary fashion.To think within, to take contradiction as constituting the world. The world is constituted of contradiction and couldn't be constituted in any other way as far as we know. Right? You can't walk without two legs. You can't manipulate without two arms, two hands. We know the structure of our brains. Are also bilateral and everything about our language is constructed on opposition.Everything is oppositional and yet [00:45:00] when we enter the world of politics, it seems we're going to have it all one way. The church is going to be really Christian, and it's going to make everybody really Christian, or communist, what have you, right? The contradiction is set aside. Philosophy defines truth as the absence of contradiction.Hmm. Basically. Hmm. So, be in both worlds. Know the difference. Walk on two feet. That's Ivan. Chris: I love that. And I'm, I'm curious about you know, one of the themes of the podcast is exile. And of course that can mean a lot of things. In the introduction to An Intellectual Journey, you wrote that that Illich, "once he had left Split in the 30s, that he began an experience of exile that would characterize his entire life."You wrote that he had lost "not just the home, but the very possibility [00:46:00] of home." And so it's a theme that characterizes as well the podcast and a lot of these conversations around travel, migration, tourism, what does it mean to be at home and so, this, This notion of exile also shows up quite a bit in the Christian faith.And maybe this is me trying to escape the complementarity of the reality of things. But I tend to see exile as inherently I'll say damaging or consequential in a kind of negative light. And so I've been wondering about this, this exilic condition, right? It's like in the Abrahamic faith, as you write "Judaism, Christianity, and Islam all begin in exile.And eventually this pattern culminates. Jesus is executed outside the gates of the city, nailed to a cross that excludes him even from his native earth." And you write that "exile is in many ways the [00:47:00] Christian condition." And so, you know, I've read that in the past, Christian monks often consider themselves to be homeless, removed from the sort of daily life of the local community in the monasteries and abbeys and yet still of a universal brotherhood. And so I'd like to ask you if you feel this exilic condition, which seems to be also a hallmark of modernity, this kind of constant uprooting this kind of as I would call it, cultural and spiritual homelessness of our time, if you think that is part of the corruption that Illich based his work around?David: Well, one can barely imagine the world in which Abram, who became Abraham said to God, no, I'm staying in Ur. Not going, I'm not going. Right? I mean, if you go back to Genesis and you re read that passage, when God shows [00:48:00] Abraham the land that he will inherit, it says already there, "there were people at that time living in the land," right?Inconvenient people, as it turns out. Palestinians. So, there's a profound contradiction here, I think. And the only way I think you can escape it is to understand the Gospel the way Ivan understood it, which is as something super added to existing local cultures, right? A leaven, right?Hmm. Not everything about a local culture or a local tradition is necessarily good. Mm hmm. And so it can be changed, right? And I would say that Illich insists that Christians are and must be missionaries. They've received something that they it's inherent in what they've [00:49:00] received that they pass it on.So the world will change, right? But Ivan says, this is in Rivers North of the Future, that it's his conviction that the Gospel could have been preached without destroying local proportions, the sense of proportion, and he put a great weight on the idea of proportionality as not just, a pleasing building or a pleasing face, but the very essence of, of how a culture holds together, right, that things are proportioned within it to one another that the gospel could have been preached without the destruction of proportions, but evidently it wasn't, because the Christians felt they had the truth and they were going to share it. They were going to indeed impose it for the good of the other.So, I think a sense of exile and a sense of home are as [00:50:00] necessary to one another as in Ivan's vision of a new church, innovation, and tradition, or almost any other constitutive couplet you can think of, right? You can't expunge exile from the tradition. But you also can't allow it to overcome the possibility of home.I mean, Ivan spoke of his own fate as a peculiar fate, right? He really anticipated the destruction of the Western culture or civilization. I mean, in the sense that now this is a lament on the political right, mainly, right? The destruction of Western civilization is something one constantly hears about.But, he, in a way, in the chaos and catastrophe of the 30s, already felt the death of old Europe. And even as a boy, I think, semi consciously at least, took the roots inside himself, took them with him [00:51:00] and for many people like me, he opened that tradition. He opened it to me. He allowed me to re inhabit it in a certain way, right?So to find intimations of home because he wasn't the only one who lost his home. Even as a man of 78, the world in which I grew up here is gone, forgotten, and to some extent scorned by younger people who are just not interested in it. And so it's through Ivan that I, in a way, recovered the tradition, right?And if the tradition is related to the sense of home, of belonging to something for good or ill, then that has to be carried into the future as best we can, right? I think Ivan was searching for a new church. He didn't think. He had found it. He didn't think he knew what it was.I don't think he [00:52:00] described certain attributes of it. Right. But above all, he wanted to show that the church had taken many forms in the past. Right. And it's worldly existence did not have to be conceived on the model of a monarchy or a parish, right, another form that he described in some early essays, right.We have to find the new form, right? It may be radically non theological if I can put it like that. It may not necessarily involve the buildings that we call churches but he believed deeply in the celebrating community. As the center, the root the essence of social existence, right? The creation of home in the absence of home, or the constant recreation of home, right? Since I mean, we will likely never again live in pure [00:53:00] communities, right? Yeah. I don't know if pure is a dangerous word, but you know what I mean?Consistent, right? Closed. We're all of one kind, right? Right. I mean, this is now a reactionary position, right? Hmm. You're a German and you think, well, Germany should be for the Germans. I mean, it can't be for the Germans, seemingly. We can't put the world back together again, right?We can't go back and that's a huge misreading of Illich, right? That he's a man who wants to go back, right? No. He was radically a man who wanted to rediscover the future. And rescue it. Also a man who once said to hell with the future because he wanted to denounce the future that's a computer model, right? All futures that are projections from the present, he wanted to denounce in order to rediscover the future. But it has to be ahead of us. It's not. And it has to recover the deposit that is behind us. So [00:54:00] both, the whole relation between past and future and indeed the whole understanding of time is out of whack.I think modern consciousness is so entirely spatialized that the dimension of time is nearly absent from it, right? The dimension of time as duration as the integument by which past, present and future are connected. I don't mean that people can't look at their watch and say, you know, "I gotta go now, I've got a twelve o'clock." you know.So, I don't know if that's an answer to James.Chris: I don't know, but it's food for thought and certainly a feast, if I may say so. David, I have two final questions for you, if that's all right, if you have time. Okay, wonderful. So, speaking of this notion of home and and exile and the complementarity of the two and you know you wrote and [00:55:00] spoke to this notion of Illich wanting to rediscover the future and he says that "we've opened a horizon on which new paradigms for thought can appear," which I think speaks to what you were saying and At some point Illich compares the opening of horizons to leaving home on a pilgrimage, as you write in your book."And not the pilgrimage of the West, which leads over a traveled road to a famed sanctuary, but rather the pilgrimage of the Christian East, which does not know where the road might lead and the journey end." And so my question is, What do you make of that distinction between these types of pilgrimages and what kind of pilgrimage do you imagine might be needed in our time?David: Well, I, I mean, I think Ivan honored the old style of pilgrimage whether it was to [00:56:00] Canterbury or Santiago or wherever it was to. But I think ivan's way of expressing the messianic was in the word surprise, right? One of the things that I think he did and which was imposed on him by his situation and by his times was to learn to speak to people in a way that did not draw on any theological resource, so he spoke of his love of surprises, right? Well, a surprise by definition is what you don't suspect, what you don't expect. Or it couldn't be a surprise.So, the The cathedral in Santiago de Compostela is very beautiful, I think. I've only ever seen pictures of it, but you must expect to see it at the end of your road. You must hope to see it at the end of your road. Well the surprise is going to be something else. Something that isn't known.[00:57:00] And it was one of his Great gifts to me that within the structure of habit and local existence, since I'm pretty rooted where I am. And my great grandfather was born within walking distance of where I am right now. He helped me to look for surprises and to accept them also, right?That you're going to show up or someone else is going to show up, right? But there's going to be someone coming and you want to look out for the one who's coming and not, but not be at all sure that you know who or what it is or which direction it's coming from. So, that was a way of life in a certain way that I think he helped others within their limitations, within their abilities, within their local situations, to see the world that way, right. That was part of what he did. Chris: Yeah, it's really beautiful and I can [00:58:00] see how in our time, in a time of increasing division and despondency and neglect, fear even, resentment of the other, that how that kind of surprise and the lack of expectation, the undermining, the subversion of expectation can find a place into perhaps the mission of our times.And so my final question comes back to friendship. and interculturality. And I have one final quote here from An Intellectual Journey, which I highly recommend everyone pick up, because it's just fascinating and blows open so many doors. David: We need to sell a few more books, because I want that book in paperback. Because I want it to be able to live on in a cheaper edition. So, yes. Chris: Of course. Thank you. Yeah. Please, please pick it up. It's worth every penny. So in An Intellectual Journey, it is written[00:59:00] by Illich that "when I submit my heart, my mind, my body, I come to be below the other. When I listen unconditionally, respectfully, courageously, with the readiness to take in the other as a radical surprise, I do something else. I bow, bend over toward the total otherness of someone. But I renounce searching for bridges between the other and me, recognizing that a gulf separates us.Leaning into this chasm makes me aware of the depth of my loneliness, and able to bear it in the light of the substantial likeness between the Other and myself. All that reaches me is the Other in His Word, which I accept on faith."And so, David at another point in the biography you quote Illich describing faith as foolish. Now assuming that faith elicits a degree of danger or [01:00:00] betrayal or that it could elicit that through a kind of total trust, is that nonetheless necessary to accept the stranger or other as they are? Or at least meet the stranger or other as they are? David: I would think so, yeah. I mean the passage you've quoted, I think to understand it, it's one of the most profound of his sayings to me and one I constantly revert to, but to accept the other in his word, or on his word, or her word, is, I think you need to know that he takes the image of the word as the name of the Lord, very, very seriously, and its primary way of referring to the Christ, is "as the Word."Sometimes explicitly, sometimes not explicitly, you have to interpret. So, when he says that he renounces looking for bridges, I think he's mainly referring [01:01:00] to ideological intermediations, right, ways in which I, in understanding you exceed my capacity. I try to change my name for you, or my category for you, changes you, right?It doesn't allow your word. And, I mean, he wasn't a man who suffered fools gladly. He had a high regard for himself and used his time in a fairly disciplined way, right? He wasn't waiting around for others in their world. So by word, what does he mean?What is the other's word? Right? It's something more fundamental than the chatter of a person. So, I think what that means is that we can be linked to one another by Christ. So that's [01:02:00] the third, right? That yes, we're alone. Right? We haven't the capacity to reach each other, except via Christ.And that's made explicit for him in the opening of Aylred of Riveau's Treatise on Friendship, which was peculiarly important to him. Aylred was an abbot at a Cistercian monastery in present day Yorkshire, which is a ruin now. But he wrote a treatise on friendship in the 12th century and he begins by addressing his brother monk, Ivo, and says, you know, " here we are, you and I, and I hope a third Christ."So, Christ is always the third, right? So, in that image of the gulf, the distance, experiencing myself and my loneliness and yet renouncing any bridge, there is still a word, the word, [01:03:00] capital W, in which a word, your word, my word, participates, or might participate. So, we are building, according to him, the body of Christ but we have to renounce our designs on one another, let's say, in order to do that. So I mean, that's a very radical saying, the, the other in his word and in another place in The Rivers North of the Future, he says how hard that is after a century of Marxism or Freudianism, he mentions. But, either way he's speaking about my pretension to know you better than you know yourself, which almost any agency in our world that identifies needs, implicitly does. I know what's best for you. So Yeah, his waiting, his ability to wait for the other one is, is absolutely [01:04:00] foundational and it's how a new world comes into existence. And it comes into existence at every moment, not at some unimaginable future when we all wait at the same time, right? My friend used to say that peace would come when everybody got a good night's sleep on the same night. It's not very likely, is it? Right, right, right. So, anyway, there we are. Chris: Wow. Well, I'm definitely looking forward to listening to this interview again, because I feel like just like An Intellectual Journey, just like your most recent book my mind has been, perhaps exploded, another nuclear bomb dropped.David: Chris, nice to meet you. Chris: Yeah, I'll make sure that that book and, of course, links to yours are available on the end of the website. David: Alright, thank you. Chris: Yeah, deep bow, David. Thank you for your time today. David: All the best. And thank you for those questions. Yeah. That was that was very interesting. You know, I spent my life as an interviewer. A good part of my [01:05:00] life. And interviewing is very hard work. It's much harder than talking. Listening is harder than talking. And rarer. So, it's quite a pleasure for me, late in life, to be able to just let her rip, and let somebody else worry about is this going in the right direction? So, thank you. Get full access to ⌘ Chris Christou ⌘ at chrischristou.substack.com/subscribe

What is ESA money going towards? David Well with the Grand Canyon Institute explains the groups' views on the scholarship money and how it should be regulated. 

Readings here

Reed Smith and its lawyers have used machine-assisted case preparation tools for many years (and it launched the Gravity Stack subsidiary) to apply legal technology that cuts costs, saves labor and extracts serious questions faster for senior lawyers to review. Partners David Cohen, Anthony Diana and Therese Craparo discuss how generative AI is creating powerful new options for legal teams using machine-assisted legal processes in case preparation and e-discovery. They discuss how the field of e-discovery, with the help of emerging AI systems, is becoming more widely accepted as a cost and quality improvement. ----more---- Transcript: Intro: Hello, and welcome to Tech Law Talks, a podcast brought to you by Reed Smith's Emerging Technologies Group. In each episode of this podcast, we will discuss cutting-edge issues on technology, data, and the law. We will provide practical observations on a wide variety of technology and data topics to give you quick and actionable tips to address the issues you are dealing with every day.  David: Hello, everyone, and welcome to Tech Law Talks and our new series on AI. Over the the coming months, we'll explore the key challenges and opportunities within the rapidly evolving AI landscape. Today, we're going to focus on AI in eDiscovery. My name is David Cohen, and I'm pleased to be joined today by my colleagues, Anthony, Diana, and Therese Craparo. I head up Reed Smith's Records & eDiscovery practice group, big practice group, 70 plus lawyers strong, and we're very excited to be moving into AI territory. And we've been using some AI tools and we're testing new ones. Therese, I'm going to turn it over to you to introduce yourself.  Therese: Sure. Thanks, Dave. Hi, my name is Therese Craparo. I am a partner in our Emerging Technologies Group here at Reed Smith. My practice focuses on eDiscovery, digital innovation, and data risk management. And And like all of us, seeing a significant uptick in the interest in using AI across industries and particularly in the legal industry. Anthony?  Anthony: Hello, this is Anthony Diana. I am a partner in the New York office, also part of the Emerging Technologies Group. And similarly, my practice focuses on digital transformation projects for large clients, particularly financial institutions. and also been dealing with e-discovery issues for more than 20 years, basically, as long as e-discovery has existed. I think all of us have on this call. So looking forward to talking about AI.  David: Thanks, Anthony. And my first question is, the field of e-discovery was one of the first to make practical use of AI in the form of predictive coding and document analytics. Predictive coding has now been around for more than two decades. So, Teresa and Anthony, how's that been working out?  Therese: You know, I think it's a dual answer, right? It's been working out incredibly well, and yet it's not used as much as it should be. I think that at this stage, the use of predictive coding and analytics in e-discovery is pretty standard, right? Right. As Dave, as you said, two decades ago, it was very controversial and there was a lot of debate and dispute about the appropriate use and the right controls and the like going on in the industry and a lot of discovery fights around that. But I think at this stage, we've really gotten to a point where this technology is, you know, well understood, used incredibly effectively to appropriately manage and streamline e-discovery and to improve on discovery processes and the like. I think it's far less controversial in terms of its use. And frankly, the e-discovery industry has done a really great job at promoting it and finding ways to use this advanced technology in litigation. I think that one of the challenges is that still is that while the lawyers who are using it are using it incredibly effectively, it's still not enough people that have adopted it. And I think there are still lawyers out there that haven't been using predictive coding or document analytics in ways that they could be using it to improve their own processes. I don't know, Anthony, what are your thoughts on that?  Anthony: Yeah, I mean, I think to reiterate this, I mean, the predictive coding that everyone's used to is it's machine learning, right? So it's AI, but it's machine learning. And I think it was particularly helpful just in terms of workflow and what we're trying to accomplish in eDiscovery when we're trying to produce relevant information. Information, machine learning made a lot of sense. And I think I was a big proponent of it. I think a lot of people are because it gave a lot of control. The big issue was it allowed, I would call, senior attorneys to have more control over what is relevant. So the whole idea is you would train the model with looking at relevant documents, and then you would have senior attorneys basically get involved and say, okay, what are the edge cases? It was the basic stuff was easy. You had the edge cases, you could have senior attorneys look at it, make that call, and then basically you would use the technology to use what I would say, whatever you're thinking in your brain, the senior attorney, that is now going to be used to help determine relevance. And you're not relying as much on the contract attorneys and the workflow. So it made a whole host of sense, frankly, from a risk perspective. I think one of the issues that we saw early on is everyone was saying it was going to save lots of money. Didn't really save a lot of money, right? Partly because the volumes went up too much, partly because, you know, the process, but from a risk perspective, I thought it was really good because I think you were getting better quality, which I think was one of the things that's most important, right? And I think this is going to be important as we start talking about AI generally is, and in terms of processes, it was a quality play, right? It was, this is better. It's a better process. It's better managing the risks than just having manual review. So that was the key to it, I think. As we talked about, there was lots of controversy about it. The controversy often stemmed from, I'll call it the validation. We had lots of attorneys saying, I want to see the validation set. They wanted to see how the model was trained. You have to give us all the documents and train. And I think generally that fell by the wayside. That really didn't really happen. One of the keys though, and I think this is also true for all AI, is the validation testing, which Teresa touched upon, that became critical. I think people realized that one of the things you had to do as you're training the model and you started seeing things, you would always do some sampling and do validation testing to see if the model was working correctly. And that validation testing was the defensibility that courts, I think, latched on on. And I think when we start talking about Gen AI, that's going to be one of the issues. People are comfortable with machine learning, understand the risks, understand, you know, one of the other big risks that we all saw as part of it was the data set would change, right? You have 10 custodians, you train the model, then you got another 10 custodians. Sometimes it didn't matter. Sometimes it really made a big difference and you had to retrain the model. So I think we're all comfortable with that. I think as Therese said, it's still not as prevalent as you would have imagined, given how effective it is, but it's partly because it's a lot of work, right? And often it's a lot of work by, I'll say, senior attorneys instead of developing it, when it's still a lot easier to say, let's just use search terms, negotiate it, and then throw a bunch of contract attorneys on it, and then do what you see. It works, but I think that's still one of the impediments of it actually being used as much as we thought.  Therese: And I think to pick up on what Anthony is saying, what I think is really important is we do have 20 years of experience using AI technology in the e-discovery industry. So much has been learned about how you use those models, the appropriate controls, how you get quality validation and the like. And I think that there's so much to use from that in the increasing use of AI in e-discovery, in the legal field in general, even across organizations. There's a lot of value to be had there of leveraging the lessons learned and applying them to the use of the emerging types of AI that we're seeing that I think we need to keep in mind and the legal field needs to keep in mind that we know how to use this and we know how to understand it. We know how to make it defensible. And I think as we move forward, those lessons are going to serve us really well in facilitating, you know, more advanced use of AI. So in thinking about how the changes may happen going forward, right, as we're looking forward, how do we think that generative AI based on large language models are going to change e-discovery in the future?  Anthony: I think there, in terms of how generative AI is going to work, I have my doubts, frankly, about how effective it's going to be. We all know that these large language models are basically based on billions, if not trillions of data points or whatever, but it's generic. It's all public information. That's how the model is based. One of the things that I want to see as people start using generative AI and seeing how it would work, is how is that going to play when we're talking about very, it's confidential information, like almost all of our clients that are dealing with e-discovery, all this stuff's confidential. It's not stuff that's public. So I understand the concept if you have a large language model that is billions and billions of data points or whatever is going to be exact, but it's a probability calculation, right? It's basically guessing what the next answer is going going to be, the next word is going to be based on this general population, not necessarily on some very esoteric area that you may be focused on for a particular case, right? So I think it remains to be seen of whether it's going to work. I think the other area where I have concerns, which I want to see, is the validation point. Like, how do we show it's defensible? If you're going in and telling a court, oh, I use Gen AI and ran the tool, here's the relevant stuff based on prompts, what does that mean? How are we going to validate that? I think that's going to be one of the keys is how do we come up with a validation methodology that will be defensible that people will be comfortable with? Again, I think intuitively machine learning was I'm training the model on what a person, a human being deemed is responsive. So that. Frankly, it's easier to argue to a court. It's easier to explain to a regulator. When you say, I came up with prompts based on the allegations of the complaint or whatever, it's a little bit more esoteric, and I think it's a little bit harder for someone to get their heads around. How do you know you're getting relevant information? So, I think there's some challenges there. I don't know how that's going to play out. I don't know, Dave, because I know you're testing a lot of these tools, what you're seeing in terms of how we think this is actually going to work in terms of using generative AI in these large language models and moving away from the machine learning.  David: Yeah, I agree with you on the to be determined part, but I think I come in a little bit more optimistic and part of it might be, you know, actually starting to use some of these tools. I think that predictive coding has really paved the way for these AI tools because what held up predictive coding to some extent was people weren't sure that courts were going to accept it. Until the first opinions came out, Judge Peck's decision and the Silvermore and subsequent case decisions, there was concern about that. But once that precedent came out, and it's important to emphasize that the precedent wasn't just approving predictive coding, it was approving technology-assisted review. And this generative AI is really just another form of technology-assisted review. And what it basically said is you have to show that it's valid. You have to do this validation testing. But the same validation testing that we've been doing to support predictive coding will work on the large language model generative AI-assisted coding. It's essentially you do the review and then you take a sample and you say, well, was this review done well? Did we hit a high accuracy level? The early testing we're doing is showing that we are hitting even better accuracy levels than with predictive coding alone. And I should say that it's even improved in the six months or so that we've been testing. The companies that are building the software are continuing to improve it. So I am optimistic in that sense. But many of these products are still in development. The pricing is still either high or to be announced in some cases. And it's not clear yet that it will be cost effective beyond current models of using human review and predictive coding and search terms. And they're not all mutually exclusive. I mean, I can see ultimately getting to a hybrid model where we still may start with search terms to cut down on volume and then may use some predictive coding and some human review and some generative AI. Ultimately, I think we'll get to the point where the price point comes down and it will make review better and cheaper. Right. But I also didn't want to mention, I see a couple other areas of application in eDiscovery as well. The generative AI is really good at summarizing single large documents or even groups of documents. It's also extremely helpful in more quickly identifying key documents. You can ask questions about a whole big document population and get answers. So I'm really excited to see this evolution. And I don't know when we're going to get there and what the price effectiveness point is going to be. But I would say that in the next year or two, we're going to start seeing it creep in and use more and more effectively, more and more cost effectively as we go forward.  Anthony: Yeah, that's fascinating. Yeah, I can see that even in terms of document review. If a human was looking at it, if AI is summarizing the document, you can make your relevance determination based on the summary. Again, we can all talk about whether it's appropriate or not, but that would probably help quite a bit. And I do think that's fascinating. I know another thing I hear is the privilege log stuff. And again, I think using AI, generative AI to draft privilege logs in concept sounds great because obviously it's a big costs factor and the like. But I think we've talked about this, Dave and Therese, like we already have, like there's already tools available, meaning you can negotiate metadata logs and some of these other things that cut the cost down. So I think it remains to be seen. Again, I think this is going to be like another arrow in your quiver, a tool to use, and you just have to figure out when you want to use it.  Therese: Yeah. And I think one of the things I think in not limiting ourselves to only thinking about, right, document review, where there's a lot of possibility with generative AI, right, witness kits, putting together witness outlines for depositions and the like, right? Not that we would ever just rely on that, but there's a huge opportunity there, I think, as a starting point, right? Just like if you're using it appropriately. And of course, today's point, the price point is reasonable, you can do initial research. There's a lot of things that I think that it can do in the discovery realm, even outside of just document review, that I think we should keep our minds open to because it's a way of giving us a quicker, getting to the base more quickly and more efficiently and frankly, more cost-effectively. And then you can take a look at that and the person and can augment that or build upon it to make sure it's accurate and it's appropriate for that particular litigation or that particular witness and the like. But I do think that Dave really hit the nail on the head. I don't think this is going to be, we're only going to be moving to generative AI and we're going to abandon other types of AI. There's reasons why there's different types of AI is because they do different things. And I think what we are most likely to see is a hybrid. Right. Right. Some tools being used for something, some tools being used for others. And I think eventually, as Dave already highlighted, the combination of the use of different types of AI in the e-discovery process and within the same tool to get to a better place. I think that's where we're most likely heading. And as Dave said, that's where a lot of the vendors are actually focusing is on adding into their workflow this additional AI to improve the process.  David: Yeah. And it's interesting that some of the early versions are not really replacing the human review. They are predicting where the human review is going to come out. So when the reviewer looks at the document, it already tells you what the software says. Is it relevant or not relevant? And it does go one step beyond. It's hard because it not only tells you the prediction of whether it's relevant or not, but it also gives you a reason. So it can accelerate the review and that can create great cost savings. But it's not just document review. Already, there's e-discovery tools out there that allow you to ask questions, query databases, but also build chronologies. And again, with that benefit, then referencing you to certain documents and in some cases having hyperlinks. So it'll tell you facts or it'll tell you answers to a question and it'll link back to the documents that support those answers. So I think there's great potential as this continues to grow and improve.  Anthony: Yeah. And I would say also, again, let's think about the whole EDRM model, right? Preservation. I mean, we'll see what enterprises do, but on the enterprise side, using AI bots and stuff like that for whether it's preservation, collection and stuff, it'll be very interesting to see if these tools can be used there to sort of automate some of the standard workflows before we get to the review and the like, but even on the enterprise side. The other thing that I think it will be interesting, and I think this is one of the areas where we still have not seen broad adoption, is on the privilege side. We know and we've done some analysis for clients where privilege or looking for highly sensitive documents and the like is still something that most lawyers aren't comfortable using. Using AI, don't know why I've done it and it worked effectively, but that is still an area where lawyers have been hesitant. And it'll be interesting to see if gender of AI and the tools there can help with privilege, right? Whether it's the privilege logs, whether it's identifying privilege documents. I think to your point, Dave, having the ability to say it's privileged and here's the reasons would be really helpful in doing privilege review. So it'll be interesting to see how AI works in that sphere as well, because it is an area where we haven't seen wide adoption of using predictive coding or TAR in terms of identifying privilege. And that's still a major cost for a lot of clients. All right, so then I guess where this all leads to is, and this is more future-oriented. Do we think we're at this stage now that we have generative AI that there's a paradigm shift, right? Do we think there's going to be a point where even, you know, we didn't see that paradigm shift bluntly with predictive coding, right? Predictive coding came out, everyone said, oh my God, discovery is going to change forever. We don't need contract attorneys anymore. You know, associates aren't going to have anything to do because you're just going to train the model, it goes out. And that's clearly hasn't happened. Now people are making similar predictions with the use of generative AI. We're now not going to need to do docker view, whatever. And I think there is concern, and this is concern just generally in the industry, is this an area, since we're already using AI, where AI can take over basically the discovery function, where we're not necessarily using lots of lawyers and we're relying almost exclusively on AI, whether it's a combination of machine learning or if it's just generative AI. And they're doing lots of work without any input or very little input from lawyers. So I'll start with Dave there. What are your thoughts in terms of where do we see in the next three to five years? Are we going to see some tipping point?  David: Yeah, it's interesting. Historically, there's no question that predictive coding did allow lawyers to get through big document populations faster and for predictions that it was going to replace all human review. And it really hasn't. But part of that has been the proliferation of electronic data. There's just more data than ever before, more sources of data. It's not just email now. It's Teams and texts and Slack and all these different collaboration tools. So that increase in volume is partially made up for the increase in efficiency, and we haven't seen any loss of attorneys. I do think that over the longer run that there is more potential for the Gen AI to replace replace attorneys who do e-discovery work and, frankly, to replace lawyers and other professionals and all other kinds of workers eventually. I mean, it's just going to get better and better. A lot of money is being invested in. I'm going to go out on a limb and say that I think that we may be looking at a whole paradigm shift in how disputes are resolved in the future. Right now, there's so much duplication of effort. If you're in litigation against an opposing party, You have your documents set that your people are analyzing at some expense. The other side has their documents set that their people are analyzing at some expense. You're all looking for those key documents, the needles in the haystack. There's a lot of duplicative efforts going on. Picture a world where you could just take all of the potentially relevant documents. Throw them into the pot of generative AI, and then have the generative AI predetermine what's possibly privileged and lawyers can confirm those decisions. But then let everyone, both sides of court, query that pot of documents to ask, what are the key questions? What are the key factual issues in the case? Please tell us the answers and the documents that go to those answers and cut through a lot of the document review and document production that's going on now that frankly uses up most of the cost of litigation. I think we're going to be able to resolve disputes more efficiently, less expensively, and a lot faster. And I don't know whether that's five years into the future or 10 years into the future, but I'll be very surprised if our dispute resolution procedure isn't greatly affected by these new capabilities. Pretty soon, I think, when I say pretty soon, I don't know if it's five years or 10 years, but I think judges are going to have their AI assistance helping them resolve cases and maybe even drafting first drafts of court opinions as well. And I don't think it's all that far off into the future that we're going to start to see them.  Therese: I think I'm a little bit more skeptical than Dave on some of this, which is probably not surprising to either Dave or to to Anthony on this one. Look, I think, I don't see AI as a general rule replacing lawyers. I think it will change what lawyers do. And it may replace some lawyers who don't keep pace with technology. Look, it's very simple. It's going to make us better, faster, more efficient, right? So that's a good thing. It's a good thing for our clients. It's a good thing for us. But the idea, I think, to me, that AI will replace the judgment and the decision-making or the results of AI is going to replace lawyers and I think is maybe way out there in the future when the robots take over the world. But I do think it may mean less lawyers or lawyers do different things. Lawyers that are well-versed in technology and can use that are going to be more effective and are going to be faster. I think that. You're going to see situations where it's expected to be used, right? If AI can draft an opinion or a brief in the first instance and save hours and hours of time, that's a great thing. And that's going to be expected. I don't see that being ever being the thing that gets sent out the door because you're going to still need lawyers who are looking at it and making sure that it is right and updating it and making sure that it's unique to the case and all the judgments that go into those things are appropriate. I do find it difficult to imagine a world having, you know, been a litigator for so many years where everyone's like, sure, throw all the documents in the same pod and we'll all query it together. Maybe we'll get to that point someday. I find it really difficult to imagine that'll happen. There's too much concern about the data and control over the data and sensitivity and privilege and all of those things. You know, we've seen pockets of making data available through secure channels so that you're not transferring them and the like, where it's the same pool of data that would otherwise be produced, so that maybe you're saving costs there. But I don't, again, I think it'll be a paradigm shift eventually in that, paradigm shift that's been a long time coming, though, I think, right? We started using technology to improve this process years ago. It's getting better. I think we will get to a point where everyone routinely more heavily relies on AI for discovery and that that is not the predictive coding or the tar for the people who know how to use it, but it is the standard that everybody uses. I do think, like I said, it will make us better and more efficient. I don't see it really replacing, like I said, entirely lawyers or that will be in a world where all the data just goes in and gets spit out and you need one lawyer to look at it and it's fine. But again, I do think it will change the way we practice law. And in that sense, I do think it'll be a paradigm shift.  Anthony: The final thought is, I think I tend to be, I'm sort of in the middle, but I would say generally we know lawyers have big egos, and they will never allow, they will never think that a computer, AI tool or whatever, is smarter than they are in terms of determining privilege or relevance, right? I mean, I think that's part of it is, there's, you know, you have two lawyers in a room, they're going to argue about whether something is relevant. You have two lawyers in a room, they're going to argue about something privileged. So it's not objective, right? There's subjectivity. And I think that's going to be one of the chances. And I think also, we've seen it already. Everyone thought. Every lawyer who's a litigator would have to be really well-versed in e-discovery and all the issues that we deal with. That has not happened. And I don't see that changing. So unless I'm less concerned about being a paradigm shift than all of us going out for those reasons.  David: Well, I think everyone needs to tune back in on July 11th, 2029 when we come back to get stuff to begin and see who we're going.  Anthony: Yes, absolutely. All right. Thanks, everybody.  David: Thank you.  Outro: Tech Law Talks is a Reed Smith production. Our producers are Ali McCardell and Shannon Ryan. For more information about Reed Smith's emerging technologies practice, please email techlawtalks@reedsmith.com. You can find our podcasts on Spotify, Apple Podcasts, Google Podcasts, reedsmith.com and our social media accounts.  Disclaimer: This podcast is provided for educational purposes. It does not constitute legal advice and is not intended to establish an attorney-client relationship, nor is it intended to suggest or establish standards of care applicable to particular lawyers in any given situation. Prior results do not guarantee a similar outcome. Any views, opinions, or comments made by any external guest speaker are not to be attributed to Reed Smith LLP or its individual lawyers.  All rights reserved. Transcript is auto-generated.

When I think in terms of turning leads into loyal customers, what is that first contact? And I know we've talked about that in a number of podcasts. And then from there, what is the desired path that we want them to take with us, that we want to take with them, right? Without some sort of basic path to get from here to there, the likelihood of making that happen is pretty much slim to none. David: Hi, and welcome to the podcast. In today's episode, co host Jay McFarland and I will be discussing turning leads into loyal customers. Welcome back, Jay. Jay: Hey, thank you, David. Such a great topic again. I love our conversations cause I learn so much and I feel like there's a tendency to say, okay, I got the lead. I closed them. Now I'm going to move on to the next lead. And I think we would save ourselves a lot of time and money, if we were able to turn that customer into a returning loyal customer. David: Yeah, absolutely. And you raised a great point because I was thinking in terms of just new leads that come in, turning them into loyal customers. But I think what you pointed out is probably even more important, that we already got someone and we've already turned them into a customer. And now how do we make that customer more loyal to us? I know in a lot of presentations that I've done over the years, I've talked about these sort of different layers of recognition in terms of what do people think about us? And I've often drawn it out like a target for archery practice. And outside the target is the area where it's total obscurity. They have absolutely no idea who we are or why they should do business with us. And at the center of the target, it's complete customer loyalty. And you don't get from, "I don't know who you are," to "I'm completely loyal to you" in one step. It's got to happen in a series of actions. So what you're talking about there, you make that first sale. That doesn't even happen very often in the first contact. A lot of times it requires intelligent repetition of contact to even get to that. We go from obscurity. I don't know who you are, to recognition, I recognize you, but I'm not sure if I love you yet, right? I don't know enough about you. To comfort, and then once we get to comfort, once they're comfortable enough with us to place that first time order, like what you were talking about, then they're going to see how we do. And if we did well, they might give us another chance and come back again. And if we do well on that second one, they might come back and give us a third chance. And then As long as that continues to play out, that's going to lead to that level of loyalty, but it sure isn't likely to happen in one conversation or one transaction. Jay: Yeah, absolutely. But I kind of like where you started off, too, before we dive into that a little bit more. And that is thinking about making the loyal customer out of the lead . Where do you start? Because a lot of people are like, I can't make them loyal until they've purchased a product. That's not true, is it? David: Well, I think if you recognize that when I attract a lead into my organization or when I'm even just trying to attract a lead into my organization, the goal is to turn that person into a loyal, longtime customer or client. So when you start with that perspective, you become a lot more discerning about even the people that you're approaching. You have more skin in the game, because it's not just about, "hey, can I make a sale to pay my bills for today?" It's about, "do I want this person as a loyal customer?" And this goes back to a lot of what we've talked about in previous episodes about qualification and that sort of thing. But if we start out with the idea that we want to turn our leads into loyal customers, I think it positions us better, because it makes it more relational and less transactional. Makes it more about creating the kind of relationship that will result in a loyal cus...

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. 

From a sales mindset connection standpoint, market domination starts with the idea that it's possible. And if you're not sure that it's possible, ask yourself this, your very best clients. When they think about who to go to for the products and services you offer, who do they think about? Obviously, if they're your very best clients, it's you. They're thinking about you. So you've already achieved a level of mindset or market domination with your very best clients. That demonstrates that it can be done. So then it's a matter of saying, okay, well, how can we do this with other people? David: Hi, and welcome to the podcast. In today's episode, co host Bianca Istvan and I will be discussing the topic of the sales mindset connection. Welcome Bianca. Bianca: Thank you so much, David. Very happy to be here with you. And I'm just curious, what do you say to people who think mindset is woo-woo? David: Yeah, there are a lot of people who feel that way. To some extent, I've been one of them. And in fact, Bianca is our newest addition to our team here at Top Secrets. She and I actually met in a clubhouse group years ago, and we were talking about the idea of mindset there. And I said, well, I'm not really all that much into mindset. Most of my training is about the specifics of what to do. And Bianca said to me, well, I don't think so. Everything you talk about is pretty much mindset related. And I didn't realize it at the time, but it really kind of opened my eyes to the fact that, yeah, a lot of what we do, even though it's not geared to be about mindset, is about mindset. So the whole woo-woo thing really kind of touches a nerve with me because I felt that way in the past. It's like, oh, mindset, well, no, you just need to do the stuff. But the reality of the situation is that if you don't have the right mindset, if you're not willing to take the necessary actions, then you're not going to be able to get there. So it seems to me there's always a mindset element that has to be there, whether or not you really want to think about it. Bianca: That's so true. And you know, for me, it's great to see that. I mean, you have this ability to connect with people on another level and that's, you know, congrats to you for having this mindset. Fantastic. David: Well, thanks. And so do you. And that's actually how we started communicating was in this clubhouse group and so when we connected again recently, I just thought it would be so great to have you on our team because I know that that's an important aspect of what you do and your communication with people has been great. So I'm really glad we've been able to put this together. But for most salespeople, it seems to me that mindset may be in the back of their mind. They may be thinking about it, but for the most part, they're probably just thinking, How do I make this next sale? How do I make this next contact? And so while I don't think you have to spend a ton of time thinking about mindset every day, just recognize that if you don't at least have it going on somewhere in the back of your mind, you're probably not going to do the work you have to do in order to get it started. Bianca: Yeah, that's so right. And I know you talk a lot about the first contact and what that means, but please tell me, you know, why do you think the mindset is so important when having the first contact with your potential client? David: Well, first contact is difficult for a lot of people, and a lot of people think of first contact as just being cold calls. And that's one example of first contact. And in those situations, mindset is really hard for some people. J just the idea of the fear of picking up the phone is an issue for people, which is all a mindset thing. If they can't get past that, if they can't Overcome the mental blocks that are involved in having to pick up the phone and initiate contact with a stranger, then it's definitely going to impact them.

Staying in touch with prospects is required, and creating value in your communication is certainly something that will keep you from being a pest in sales. Because if what you're saying to them is going to help them to accomplish a result, they'll be a lot more likely to pay attention to it. But ultimately it's required. You can't just skip it.  David: Hi, and welcome to the podcast. In today's episode, co host Bianca Istvan and I will be discussing the topic of staying in touch without being a pest. Welcome back, Bianca. Bianca: Thanks so much, David. And wow, such a topic. Please tell us, why is it so critical to stay in touch? David: Well, I think for anyone who is in sales, you recognize that you're probably not going to sell something in one call. You're going to need to have multiple points of outreach, multiple contacts with a prospect or client before you're going to be able to make that first sale, let alone the second or third or fourth. So staying in touch is obviously a critical part. of the process, being able to reach out to them on an ongoing basis without coming across as annoying or without coming across as what most people would describe in sales as a pest. I think this is something that more salespeople tend to think of than prospects or clients. I mean, unless you're really annoying, right? In which case they may think you're a pest. What I've heard from a lot of salespeople is this exact thing. How do I Remain in touch with the people that I need to be in touch with without being a pest. And so again, I think that's why this topic is such an important one. Bianca: Now that's, that's absolutely so right. And that leads me to my next question, like what do you think people mean when talking about being a pest? David: I think the concern is what's going on in their head, what they're thinking about. If I'm a salesperson and I'm going into any interaction with another human being with the idea that I want them to buy something. If that's my motivation, then it's likely I may be thinking in the back of my mind, oh, I hope I'm not being a pest about this, But, If you can make it about the person that you're interacting with, then it's totally different because now you're not just there to sell them a product. You're there to try to help them with whatever it is that they're trying to do. So if you're selling custom imprinted promotional products, you're not just selling them something that has their logo on it, you're selling them awareness or you're selling them more sales in their business, or you're selling them the idea of being in front of more people. So when you think of it in terms of what it actually delivers for them, it makes it a lot better for you. Bianca: Well, that's so true. And yes, absolutely right. But what about, you know, because this is a sensitive topic as well. And what if you're afraid to make those calls? What if you're afraid to send that first message or you just think you can do it? David: That goes back to mindset, which I know we've talked about in previous podcasts as well. But I think if you're in sales, you recognize that you have to do it, right? There's no alternative. You have to be able to reach out. Now, it doesn't have to be a phone call. It doesn't have to be a networking event. It doesn't have to be an ad on social media. It can be lots of different things. So I think if you recognize that there are different things that you can do, and you can find out something that is more comfortable for you, that will certainly help. If you also think about the concept that we've talked about in the past about creating value in your communication, that is certainly something that will keep you from being a pest, because if what you're saying to them is going to help them to accomplish a result. They're going to be a lot more likely to pay attention to it, but ultimately it's required. You can't just skip it.

Once you outperform your competitors in terms of the way that you do things, the way that you make your presentations, the way that you interact with your clients, the way that you follow up and service them -- when you're already outperforming your other competitors in that area, then the only thing you can really do is focus on how can I outperform my previous performance? David: Hi, and welcome to the podcast. In today's episode, co host Bianca Istvan and I will be discussing the topic of outperforming your top competitor. Welcome back, Bianca. Bianca: Thanks so much, David. So happy to be here with you. And what are we talking about? And what does that mean to outperform your top competitor? David: Yeah, great question. For a lot of people, we kind of feel like we need to do it. We want to do it, but we're not quite sure how or what or even who they are. So, what it means to me is that we are doing a better job at the things that need to be done to be able to deliver a positive result for our clients. So outperforming a top competitor means that we're doing it better. We're doing it differently. And we're able to convey that to people in a way where they understand it. They understand that there's a difference between the way that we deliver things and the way that other people deliver things. Bianca: Wow, that's absolutely fantastic. And, you know, thanks for bringing so much awareness because yeah, it's a lot of confusion around this topic. And you mentioned something about who our competitor is. So how do you even determine who that is? David: For a lot of people, when you're out there in the market and you're talking to people about buying your products and services, they'll say, Oh, well, I deal with this person or I deal with that person. So that's a good way to find out who your top competitors are. Because if you keep hearing the same names over and over again, that's a pretty good indication that they're a top competitor. Also, very often when we're starting out in a market, we may be aware of sort of the big dog in the market, the person who is already recognized as a leader. So, you may just know when you're going in the person who does the most advertising or who seems to be the best known in the marketplace. That's also a good way to determine, okay, this might be one of my top competitors. Ultimately, we need to decide who we see as our top competitors. But that's really just the starting point. Because I think that people make a big mistake when they focus on outperforming other people as their top competitors versus getting to the point where they ultimately have to outperform themselves, right? So I think ultimately we want to get to a point where we are our own top competitor that we're trying to outperform. Because once you've outperformed your other competitors in terms of the way that you do things, the way that you make your presentations, the way that you interact with your clients, the way that you follow up and service them. When you're already outperforming your other competitors in that area, then the only thing you can really do is focus on how can I outperform my previous performance? Bianca: Wow, that's absolutely a great answer. And I heard there a lot of hows. So how do you really outperform your top competitor? David: Well, a lot of it has to do with determining what is it that we're saying to people. How are we saying it? How often are we saying it? So it really boils down to a lot of our interactions with our clients. How often we're communicating with them, the very specific things that we're saying. The way that we're performing. Are we able to deliver what they're looking for in a timely manner? Can we provide better quality products than our competitors? So a lot of it is really looking at the specifics of the job itself that needs to get done, and the way that we do those things. So,

The 16:9 PODCAST IS SPONSORED BY SCREENFEED – DIGITAL SIGNAGE CONTENT There is a lot of glass in public and commercial spaces, and the pro AV and digital signage industries have been applying all kinds of technologies to turn things like windows and dividers into part-time or full-time displays. In most cases, those jobs have come with compromises. There are films that might start curling at the corners, or discolouring. Mesh systems that look pretty good from the front, but terrible from the rear. And most recently, super-thin foils that need to be adhered to one side of glass panes. So what if the LED display was actually part of architectural-grade glass? That's the premise of a company called Clear Motion Glass - a Pennsylvania-based technology start-up that comes at the business from the angle of commercial glass. Clear Motion is a spin-out from William Penn Performance Glass, which has for many years been making and supplying laminated and tempered glass for commercial buildings. Unlike other products on the market, Clear Motion's LED displays are sandwiched inside sheets of laminated safety glass - so when a building goes up or is being retrofitted, the glass panels that go in are also active, highly-transparent displays. I had a good chat with Todd Stahl, a glass industry veteran who runs both the established and start-up businesses. Subscribe from wherever you pick up new podcasts. TRANSCRIPT David: Todd, thank you for joining me.  Todd Stahl: Hey Dave. Yeah, I appreciate you having us on. It's going to be a pleasure to talk about some LED glass with you.  David: Yeah, tell me about the company. I saw you guys at DSE back in December. You were busy almost the whole time. So I didn't really have the time or the chance to have any kind of a detailed LED conversation, but I know that the company has not been around that long, but it's grown out of a pretty well-established “performance glass company.” Todd Stahl: Yeah. A little bit about the history there. So, at Clear Motion Glass, we're making the LEDs inside of the glass. I came across the LED glass around June of 2022, so I've had it for just about two years. The parent company is William Penn Performance Glass, and that's another company I started in 2011. We deal with high-end architectural Glass.  So, a cliffnote version: We go to the top architects in the country, and they're like, “Hey, who are you designing for?” And they'll say to us, “Hey, we want some really cool glass to go in the elevators for the Empire State Building.” So we got into the architectural space with glass, and actually, we'll William Penn, who was just voted one of the top 50 glass producers in North of North America. So something that we're definitely pretty proud of around here.  Then I came across LED glass around 2022, I thought it was one of the coolest things I've ever seen put inside a glass, and I wanted to be a part of it. David: So when you say you came across it, what do you mean by that?  Todd Stahl: So, there's another product in glass, another glass product that's been around, I'm going to say right around since 2000. It's a glass that goes frosted to clear from the turn of a switch, Switchable glass. So there's a company called Smart Film Blinds, and they were an applied film company that would actually take that, what we would call switch glass, but they just took the film and applied it to existing glass, and it was owned by Alan and Tracy Ackerman, and then they had this connection with LED Glass they weren't quite sure what to do with it. They knew it was really cool. And it had a chance to be really something big, but they were more of a film company, and then he and I got introduced, through a need that we had for some smart film, the switchable film, and then eventually we had a partnership for a while. Then we decided basically that I'll stick with the glass part, what I'm best at, and he'll stick with the film part, which was what they were best with. But that's how I got introduced to it, right around two years ago.  David: What you're marketing now is Clear Motion Glass. Is that your own product or are you reselling somebody else's manufactured product?  Todd Stahl: We have partners overseas, such as a company called Filmbase. That's where we get the actual LED grid or LED mesh. We bring that to my facility in York, Pennsylvania, which is in the south-central Pennsylvania area, we're 20 minutes south of Hershey, close to Harrisburg, and then we actually fabricate everything as a finished panel here. So we'll make the glass, we'll get the interlayer components. We have a laminating machine that actually works by pulling a vacuum and heating it up to certain temperatures. After that, it comes out, and we have a clear LED glass display.  David: So laminated glass is something that's been around forever. So this is just basically sandwiching the mesh in between sheets of laminated glass?  Todd Stahl: Yeah, absolutely. We're definitely making a sandwich component. We start with a piece of glass, say that's your component number one. Then, we start with the inner layer materials.  In a case like this, we use a couple of different techniques, but we use EVA, which is ethyl vinyl acetate. Then we'll actually put the LED mesh grid on top of that, then we put another piece of EVA, then we go with the finished component of the sandwich, another piece of glass, and we stick them in an oven, we run a certain cycle, and about four hours later, we have a laminated piece of glass, exactly how you described. It's a sandwich makeup for sure.  David: Was there a lot of R&D work involved in it? Because I would imagine if you're putting an LED mesh inside of an oven, then going to a very high temperature and all that, I'm thinking if I didn't know much about this stuff, I'd be wondering, what's all that heat going to do to this thing? Todd Stahl: Yeah. You know, we have to make sure that it can withstand certain temperatures, obviously, and if you don't heat, and just in general, if you don't get laminated glass hot enough, it doesn't bond, it does not bond correctly. What you have to achieve is cross-linking and cross-linking is basically the interlayer material to the glass itself, and that happens at a temperature of around 110 degrees Celsius, so it's not getting hot enough to cook a Turkey in there, so we're not really dealing with extremes. I think a lot of people might think when you're actually making glass out of what we call a batch, you know that's where the glass is heated up to 2000 degrees and you're really dealing with some extreme temperatures. It's not quite the same extremes at all when you're dealing with laminated glass.  David: So tell me what performance glass is, and what high-end performance glass is because I don't know the glass world terribly well.  Todd Stahl: Yeah, sure. So, so what William Penn performance glass is the performance name kind of all started because our glass looks great and it, but it's an all safety rated glass. So that's kind of the performance part of the glass. So, if you're looking at our glass, say that's used for glass handrails, that's a very specific glass that's chosen to withstand the certain load requirements of a structural application, and typically most of our handrails are tempered, and laminated glass. So there are two ways on this planet to make a piece of glass safety-rated. You either temper it or you laminate it. We happen to do both of those things in a lot of our projects, and it's kind of funny like obviously safety-rated glass is strong, but the only thing that's really taken into consideration when you're referring to safety glass are you automatically assume it's going to break and what happens when it breaks, right? So with tempered glass, you put a lot of stress on the glass itself through a heating and cooling process, and whenever that glass breaks, it breaks into small panels that would not be able to potentially cause a life-threatening wound, and then you have the exact opposite with laminated where if a rock hits your car, if that's ever happened to you the rock doesn't come through and the pieces of the glass, the shards don't come through, they stay together. So you got those two things to the requirements when you're thinking about what is safety rated glass.  David: With the Clear Motion product, is it an indoor product only, an outdoor facing product, or what are the use cases?  Todd Stahl: So what's really cool about our LED glass is that almost wherever you're using architectural glass right now, you can now use our LED displays. So it can be used in exterior applications, a building facade, glass canopies, and railings that may be exterior. All of the components are kind of encapsulated inside that glass, and that glass is making a nice, really safe, cozy home for the LED display inside of it. David: And it's bright enough that it can be on a glass curtain wall like an auto dealer?  Todd Stahl: Oh, yeah, absolutely. I think that's one of the really cool applications for it. In fact, you had mentioned at the trade show and boy, were we busy? I think I was just talking about this yesterday. We scanned around 450 people in that short show. Our voices were a little strained by the end of the evening. So, the brightness of our display at the show, Dave, was only running around 4%, and I thought that was one of the more amazing things about the product because it was still kind of bright at 4%. Later we started bringing that up because a few potential clients wanted to see it at 50-60% brightness. So yeah, you can totally use this as an exterior sign and get whatever brightness you need. I think some of the products are well over 10,000 nits depending on the needs, and I think one actually lasted up to 15,000 nits, so plenty bright for the outside.  David: Yeah, once you get to 3,500, you're good.  Todd Stahl: Yeah, exactly. David: On transparency. I see on your website that it says there is up to 90 percent transparency.  Todd Stahl: Yeah, so when you get to some of the pixel pitches that are viewed from say, a distance of around a hundred feet, I think the pixel pitch at a 20, I believe that one may allow up to 90 percent of light to come through. It's really cool. I mean, you have this really great display, and then you're just getting all this, and you're not cutting off any spaces so if you have a traditional LED display, you can only view that from one side and I think that's kind of what's really amazing about this product and a lot of times when you're looking at the product, you don't even realize that it's transparent until the image would say it's rotating from one image to the next. And you're like, Oh, wow, that's clear, there are people behind there. So I think, yeah, it's really cool in that application.  David: From what I saw, because it's this mesh material, with super thin wiring in between each of the LED lights.  The challenge I've had with a lot of trans or “transparent products” is that they look good from the front side, particularly at a distance, but when you look at the back end of the things, there's a mesh, like a metallic mesh or something like that, a grid system that kind of makes it look like crap. Todd Stahl: Yeah. With a lot of the applied films that have been out there before, and there's not a whole lot of them, but there are a few, certainly from that backside, it doesn't look at all like the front, and the same thing, with the LED actual metal meshes, again, they look phenomenal from the front, and you get behind, and you're like, man, what am I looking at here? So with our product, what's really cool about that is you get a little bit of the halo effect, from the image that's playing on it, that you can see from, say, the view side of the glass, and then you get a slight reflection off of that front piece of glass that kind of bounces back through. So you see a little bit of a glow or a halo in the background, but it is not an eyesore, and it looks pretty good. You can see out, and you have a very clear picture of the people that you're looking through or whatever object you would be doing from the back of the product. It looks really good. It's a good look from the backside.  David: Yeah, there are numerous products out there that now do this kind of foil mesh effect, and you have to adhere it to the inside of a sheet of glass, which is all fine and everything else, but it doesn't look that good from the inside, does it? Todd Stahl: No, it really doesn't. The concept here, we touched on hockey a little bit, earlier, but you know, we have, you have all these hockey nets in the arena to protect the fans that a puck doesn't hit them, and most of those meshes are black. It's harder for our eyes to kind of pick up the black mesh than it is for white. There are some that have whites, but not many, and the black is blended in a lot easier. I'm a big hockey fan, so I've been to a few arenas, and the white ones are a little harder to, I think it takes away from the image more, and that's why we're using a black LED mesh.  When we first started, it was white, and it just didn't have as good of a; again, I thought it took away from the product from the backside.  David: So presumably there are limits in terms of the size of a glass panel that you can do because you've got a laminate in an oven of some kind and that they're only so big. So if you have, to use the example I mentioned earlier of, an auto dealer's glass curtain wall where the sheet of glass might be pretty darn big. How do you put multiple units together? And what does that look like in terms of cabling and everything?  Todd Stahl: Yeah. So we're always kind of limited in size by a couple of different things. Sometimes it might be the actual raw product glass that we're using. Some sheets are available to us, bigger and smaller, the width of the laminating materials, and then our oven as well. So basically, in our oven here in Pennsylvania, we can laminate an LED panel roughly about 6x10 feet. You know, that's a pretty sizable piece of glass, and then what we can do, if you're doing a glass facade it kind of gets into a little bit more of how the glass is installed, but you're basically stacking the panels. there's a control unit. That attaches to each panel of glass, and then those control units are all tied together and then that gives you one cohesive image plane from one panel to the next.  David: Do you have much of a seam in between them?  Todd Stahl: So, if you remember, at the trade show, I think we had two panels out there and we had a seam in the middle. So I'll see the seam, you'll see the seam, but when the image is playing, you really don't even notice it's there. A lot of times, depending on the application, a glass facade is a little different, because you're going to have all most likely all four edges of the glass covered, but, we have a lot of applications where the panels are being butt jointed together and it's a nice polished edge there. So, yeah, with the image running and stuff, you really don't even see it unless you get within a couple of feet of it.  David: So we're talking millimeters, not inches, in terms of a gap.  Todd Stahl: Yeah, absolutely. You know, a gap's going to be somewhere in the neighborhood of three, three-sixteenths of an inch, plus or minus. David: So not much at all.  Todd Stahl: Yeah, not much at all. Like I said, it's pretty cool. When that image is going, you're like, it just looks like one big piece of glass.  David: And there are technical limits, like if, let's say, an airport curtain wall that might be like 80 feet high for the side of a terminal or something like that. Can you do that?  Todd Stahl: Absolutely. That can all be tied in. You'd have several zones there, and depending on how you're handling the programming from a laptop, and something like that, you just say zone one's the entire thing, and then you might break it down into individual zones if you want different things playing at different times, but yeah, we this is definitely designed to do entire glass facades or, curtain walls. David: All those little lights generate some heat. How does the heat get out?  Todd Stahl: Yeah, so we've been working with these products for about two years now, and I always expect when I put my hand on the glass to touch it, that it's going to be nice and warm, but it really isn't. The heat definitely dissipates quickly. There is some energy consumption, and we have charts for that. So once we get into a building design, we can get in there and say, “Hey, this is what you're going to need for your power requirements.” But it has very similar power requirements to current LED displays that have been around for a while. But yeah, it doesn't really create much heat. You would think it creates more, and I'm telling you, whenever anybody sees it, one of the first things that they almost always do is, “Oh, I expected that to be warm” and they touch it, and it really isn't.  David: Well, one of the criticisms or let's say what a naysayer might say about this, is, “All right, if I buy this, glass panel with the LED mesh embedded inside of it, what happens if there's a dead pixel? I'm stuck with that forever. It can't be repaired because it's sandwiched in between two sheets of glass.”  Todd Stahl: You know, it was my biggest concern. We spent a good bit of time.  I think the lifespan of the LED bulbs we're using is right under 11 years. So we found the biggest problem that we've encountered, and this took us a while before we were going to bring it to market because that's by far the biggest concern; anyone looks at that and goes, it's not the first time I've ever seen a bulb, you know? So there's a couple of things. There's been a lot of research and development to make sure when it comes out of lamination that we've already caused any bulbs to fail before those processes, and we actually have a little bit of a protocol we've developed. So, one of the biggest reasons a light bulb is going to fail is the heat and pressure in that vacuum. It's not so much the heat, but the pressure because there's a little bit of movement in there. So if all those connection points aren't just right, you're going to get a bulb that may come out after you've done all of the work, and then you fire it up, and you know, there's a lot of bulbs, and a diode and only one is bad, it's not good. So we actually have a pre-laminating process we run to actually replicate what is going to go through the stressors of the lamination process. And if we find a bulb or a diode that might not be working, we can replace it after that pre-cycle of lamination.  Now, on the flip side, let's say it's out there, it's in the field. If we use annealed glass on the front surface, so, annealed is not tempered, but the backlight would be tempered, so you're still dealing with a, fully safety rated tempered and laminated makeup. We actually have a drilling process where we can drill a core out of the glass, and we can actually replace that LED diode. What our experience is that once they come through lamination so far, with all the panels we've been working on we have not had one go out and we've put them in some areas of our glass production facility near our tempering oven, which is a really cool piece of equipment. It has a 600 horsepower blower that when the tempered glass comes through, it cools it to dissipate the heat, but it draws some dust, there's some heat back there. We've had a panel running there for two years in that condition without any issues. But yes, you can actually replace the bulbs if you need to, if one goes out.  David: So I'm curious when an architect and a general contractor puts a building up, they're thinking in terms of being there for decades, with maybe the exception of football stadiums, which seem to need to be replaced every five years or so. Is 11 years an acceptable operating lifespan for a sheet of glass for a builder or for a building owner?  Todd Stahl: Yeah. I mean, our interlayers, they last 20-30 years. The interlayers and the glass products, yeah, they're going to last a very long time. When we've been bringing this product to market I think, the event back to the switch light is one of the first times you're us glass guys are introducing electricity into the mix. And at first that back in 2000, I mean, it was really cool. It had the wow factor, but it didn't quite last as long for me. I didn't really get into the product until recently. But you know, that product will last around 10 years as well, and we don't get a whole lot of callbacks very often with any of our glass products.  But it seems like most clients are happy with a 10-year usage. That's been pretty good for the Switch Lite product. We talk about a decade out there to the architects and designers now that, that's a number that they all seem to be very happy  David: Let's say a car dealer goes in, they're fine, they're thinking in terms of the glass that they put in is there for 10 years, and they may switch it out anyways?  Todd Stahl: Yeah, I think you know that everybody wants to be fresh and new. So we found a lot of these high-end retail stores that we've designed with, for instance, a high-end jewelry line, and let's say they have started in California with a new design. They take that design and they move it east to New York City. By the time they get to New York City, whether that's been five to eight years, and they redesign the whole thing over again. So there's a cycle and I think, especially with retail, and a lot of these buildings, they always want to have a new, fresh look, and I think a lot of times they're redesigning in under ten years for a lot of applications.  David: I'm guessing I could be wrong here, but I'm guessing that there's hyper-competition from China for, what I would say is conventional LED displays and so on; you're probably going to have less competition for what you're doing because of the sheer weight of, even if they can make glass cheaper over in China, shipping glass panels over here would be just ghastly expensive, right? Todd Stahl: Yeah, definitely. It's pretty heavy to air freight glass, so it's always nice that there's this thing called the ocean between us and China, especially us being we've been a manufacturer forever, and thankfully, it is a little expensive to ship a finished product like that and take some time. So, yeah, and you know, right now, we're kind of pretty far ahead of the curve in how to actually laminate this properly. Our feeling was when we got involved with this, all right, we got the LED technology. Now we'll just throw it in some glass, and we got a home run and it wasn't quite as easy to just throw it in glass and end up with a finished product, you know? There are still some areas. We are not the only ones in the world laminating this product, but there are, from what I know, under five; we're the only ones who can do it with thin and large panels. We're the only ones that I know of that are actually doing some of the very specific things to make sure it's going to perform properly in these laminated glass applications. In our process, we are patent protected in our process where I think we're just like in the first phase, I don't know all the legal terminology, but we're going through the patent process for the way we laminate it.  David: Which will help you over here, won't help you with Chinese products, but again, there's that ocean thing in between. Todd Stahl: Yeah, absolutely. We have a few intellectual properties here and I'm not one to get into too many legal battles, but we would have some type of recourse if someone does come and is trying to laminate in a similar technique the way we do it. David: I suspect you're kind of looking around the corner as to where this is going and the types of technologies that are emerging. Do you kind of see this as, what you have right now is Gen 1, and over time the light emitters will get smaller, the wiring will be even thinner and so on? Todd Stahl: Yeah, absolutely. I think that's exactly the way I see it going. I mentioned earlier: I really am a glass guy, and this is a glass company by people who absolutely love glass. Now, that's a Will Penn. Clear Motion, we have that same feeling as well, but this is more of a technology company. And what we're talking about today, like you said, generation one. We're going to revisit this in under five years, and it's going to look, I think, a whole lot different.  David: Who's buying it right now? And are you in the field with this?  Todd Stahl: So we're working on probably over 50 to 60 current projects right now in the design phase. Almost everyone we're working with has signed NDAs. So we can't necessarily say the clients that we're designing with right now. But one's a high-end fast food restaurant. They want one of these in each restaurant and that's actually for an exterior application.  David: Are these proposals or purchase orders?  Todd Stahl: They are proposals right now, so a lot of verbal commitments. We have a project we're working on in the Middle East in the design phase right now, that's 18 months out, the funding has been approved. They're designing it in the UK and then we're working with the audio visual company, I think in Texas. So this is really brand new.  David: You're in startup mode!  Todd Stahl: We really are, and this is the third company I've started literally from scratch, and I think it'll be the last one because boy, it is challenging. It takes a lot of energy. There's this great energy when you're starting it, and this is a little extra challenging because this is brand new. No one has ever seen clear LED glass displays like they just did not exist four years ago.  People might've thought they saw something similar. Like you said, it was a film or a grid that was put behind the glass. But when people are seeing this now, we're creating a new market, we're educating people to that market, and we're educating ourselves.  David: I'm guessing when people come to a stand at a trade show, you're at, the architects and the people who design physical spaces are the ones who are going, this is more like it. They haven't really liked the idea of films or foils and all that because of how they look at the back end or they're worried about a film sort of, particularly if it's exposed to UV light and all that, it's going to yellow and on and on…  Todd Stahl: So what the feedback from the A&D community has been? We did an AIA show in San Francisco last June, and we had one or two clients, say, “Hey Todd, we have the budget for this. We have clients who want this product, and we've been looking for it for years.” Then we start designing the project with them, and that's the thing: once I shake hands with an architect, we might not actually have that project begin production for 24 months to a year. So, depending if the building's coming out of the ground or if it's just a remodel of an existing one, it's a very long cycle until we actually get orders placed, and you know, something I've been dealing with for 30 years. It's kind of the way the industry is.  David: Infrastructure projects are never quick, are they?  Todd Stahl: No, they really aren't, but the A&D world is kind of our background. It's where we've been for a very long time in that space, and we've definitely noticed that companies, individuals in the audio-visual world respond to this entirely differently. This doesn't have as many questions in their minds. They're more educated because we've been used to dealing with LEDs for a very long period of time. So it's kind of interesting how the two markets work together, like the DSE show where we introduced the product, I would say more to the audio-visual world if I'm using the right terminology there, it was received just as with that much energy, a lot of more understanding right away, not as many technical questions. David: It's a variation on stuff they've been seen before, but maybe a better variation. Todd Stahl: Yeah, absolutely, and the architects, like you were saying, and even in general, I think even though LG makes an applied film. The North American President of, I forgot the gentleman's name, he was in my shop a little over a year ago, and we were working with his film, and then we showed him our LED glass, and he was blown away by it. David: “There goes my business”  Todd Stahl: Well, I think he was like, I'm going to make that too. I don't think he was worried about his business, but that applied film that they had been using, again, from a very long viewing distance, the product looks great. It's not yet ready to be viewed in shorter viewing distances, but the fact that it's applied, I do think that there is something like when you're buying a high-end product, you don't want people to be able to come up and pick it off, and I mean that definitely happens with every piece of film, I think I've ever worked with in my life. The first thing people do is take their fingernails, and they try to scrape the edge of it. It's just something that is instinctual about humans. But I think if you take that film now, I always say, if you put a piece of film on glass, it's just film. Once you laminate that film inside of the glass, you now have a glass product that protects it.  It does what you were saying. It prevents it from being yellowed over time because the inner layer blocks out almost 100 percent of the UV rays. So I think it's a great home for the LED mesh.  David: So does William Penn and Clear Motion Glass, do they operate separately, or are you kind of in the same office, the same building, and everything else, it's just different business cards? Todd Stahl: No, actually, we are in the same overall building complex, but we're not connected physically. So Clear Motion, basically has the equivalent of its own social security number, which down here in the business and for business, the IRS wants us to have EIN numbers for our businesses. So Clear Motion has an EIN number. Will Penn has an EIN number, obviously, but they definitely operate as two companies but obviously very close connections.  David: And you are running both?  Todd Stahl: I am running both right now, and spoiler alert: two's a lot harder to run than one.  David: Yes, I bet. If people want to find you online, they just go to ClearMotionGlass.com?  Todd Stahl: Yeah, that's it. They can find us there. There are some emails there. They can shoot an email to us and we'd love to talk to anybody if this product's right for them we're really excited about it and definitely creating a lot of energy with it. David: Are you at a trade show anytime soon?  Todd Stahl: Yeah, so we're doing Infocomm, I believe. It's the middle of June out in Vegas. Are you going to be there?  David: Yes.  Todd Stahl: Awesome, man. We get to meet in person, then. We'll carve out some time for that, Dave.  David: Absolutely, yeah, and that's a good show for you. There are tons of pro-AV people there. Todd Stahl: Yeah, I love that. That's a new space for us. So we're a little extra excited cause that's definitely not like a glass trade show is.  David: All right. Todd, thank you so much for your time.  Todd Stahl: All right. Yeah. I appreciate it, Dave. It was a pleasure.  

Why is disability inclusion a business imperative? How can organizations harness allyship to dispel misconceptions and lay the foundation for meaningful representation? In this podcast, we consider the business case for investing in disability inclusion – an often forgotten strand in corporate DEI efforts – and the importance of changing mindsets in order to ensure progress.  Our presenters delve into how organizations can pursue their business goals while investing in DEI by acting in a truly responsible manner and making effective use of the tools at their disposal.  Our host David Boutcher is joined by Vaibhav Adlakha, Joanne Christopher, and Carole Mehigan. ----more---- Intro: Welcome to the Reed Smith podcast Inclusivity Included: Powerful Personal Stories. In each episode of this podcast, our guests will share their personal stories, passions and challenges, past and present, all with the goal of bringing people together and learning more about others. You might be surprised by what we all have in common, inclusivity included.  David: Hello, everyone. Welcome back to Inclusivity Included. My name's David Boutcher. I'm a partner in the Reed Smith Global Corporate Group based in London. The title of this podcast is Diversity, equity and inclusion: Disability, a key focus for organizations. I've been involved with uh LEADRS, Reed Smith's Disability Group, since it began. And we thought it would be important to uh have a podcast as to why we think it's important to focus on, on disability, disability events, uh disability initiatives. Uh I'm joined by colleagues, Vaibhav Adlakha, Joanne Christopher, and Carole Mehigan. As they join the podcast, I will ask them to say a little bit about, about uh who they are as well. So I think um I'd like to kick off with talking about some of the specific events that we've had over recent years and the reasoning behind them and why we think they're really important and uh Vaibhav perhaps you'd like to kick us off on that. Vaibhav: Thanks David. So as David mentioned, my name is Vaibhav Adlakha. I am an associate in our competition team here in London, but I also have an interest specifically in the diversity inclusion issues. I also have a physical disability and use a wheelchair. Now, I wanna begin with a personal, little personal thing. Before I joined Reed Smith and I thought about what my identity was going to be, I thought I only wanted to be a lawyer, but as I joined and began my journey here at Reed Smith, I realized that we have a platform to make the change what we want to see in the profession and be a leader in what we want, how we want people to see view the profession. As David often says, we are the best of a bad bunch. But I guess my goal was to try and create uh something where it is beyond my own success. It is a legacy that we can continue. Just to spotlight on one of on some of our events, we started in doing our Disability Inclusion Summits in 2020. Um Necessity is the mother of invention. So uh during the pandemic, we wanted to celebrate International Day of Persons with Disabilities. And we, thought, what better way to do that when by discussing issues and creating an environment not only for our ourselves, but also for our clients and anyone who wishes to participate, to be honest, uh whether no matter how far you are in your disability journey, whether you have reservations, whether you're further ahead, whether you're converted. So that's the Disability Summits explored different topics. How it is to work in the pandemic. What is the myths of uh disability inclusion? How can you embrace the journey? What are some of the things that different clients have done in their journey to disability? So long story short, the the Disability Summits were done as a platform to of discussion no matter how, how far you are in that journey. And we believe that it's an important, important aspect to understanding what we can do better, how we can invest in education and especially disability education and how we can cut down boundaries. If I can touch upon briefly on some of our other events uh that we have done, which is the allyship event on the importance of carers, allies and support groups. Uh This was basically done for the purpose of understanding the mindset of those who support vulnerable people, whether that's people with disabilities, uh parents, children. Because if you understand the mindset of those individuals who do it, regardless of the challenges, then you can be part of that super group, you can become part of being an ally. So that was the reason we did that as an event. And uh the importance of a career fair. Um Carole who will, who you will hear from did a specific career for fair for people with disabilities. And we wanted to do that simply because we are keen to uh cut down the barriers uh that people with disabilities face in education, in schools so that uh they, they can understand the aspirations that it you can have. And finally, we do uh understand the importance of learning and constantly improving, and that's why disability training sessions are not only important from a policy perspective as it is the right thing to do, but also so that it, it transfers down from people who work with you every day so that they understand what it is to work with people with disabilities. And we understand as well as people with disabilities, how we can, how we need to adapt to fit within the environment. Um So with that, I'll just hand over back to David to and David, I wanted to ask you about why from a Reed Smith perspective, because I've given the reason for the idea is that we had, but why from a Reed Smith perspective, it's important as a firm that we invest in disability inclusion? David: Thanks Vaibhav. Yeah, I mean, I think um it's really important for so many reasons if you like both internal and external as far as uh the firm is concerned. uh Reed Smith is very proud of its culture and its core values. And I think to have these events and initiatives on issues and highlighting the challenges of people with disabilities really shows uh that culture and those core values uh in action. And also I think it helps uh educate our own people with regard to the challenges faced by people with disabilities. I think so often people feel as though they haven't come across people with disabilities and are actually unsure as to how to deal with those people. So I think most employers actually face a key challenge to, to address that issue. And I think professional services organizations like Reed Smith are particularly well placed. It's a bit of a cliché, but we often say we're a, we're a people business, which we are. And I think that means that we have a responsibility to talk to all of our people. But also the people with whom we interact, particularly clients about the challenges faced by people with disabilities. A as it's often said, when talking about diversity, equity and inclusion, the one area of diversity which is often at the bottom of the list, and I'm, I'm afraid to say sometimes not even mentioned is the, the challenges in the area of people, people with disabilities. It is changing, it's not changing fast enough. Um So I think it's really important that we, that we, we focus on it uh as an organization. And I think also it's important in terms of training and education at multiple levels and, and, and I know, Vaibhav, you've had uh experience when you were training as to what you might be training for and what might be available to you uh as a person with a disability. And I think again, we have a responsibility as employer to demonstrate how people with disabilities can be included, work with colleagues and most importantly, be treated equally. And I think that is often the challenge that people are not sure how to accommodate people with disabilities. And it is often a fine balance between uh treating people equally. Uh But they're not treating them equally because they, if you like focusing on their disabilities and and unfairly making that um stand out and we only improve that by uh talking about these issues. And in terms of uh you know, having a platform where we can help change the mindset around people with disabilities as with any mindset. Actually, it's not something you're gonna change overnight. So I think it's important that we have a continuing program of initiatives uh and events where we talk about the many challenges faced by um people with disabilities. And of course, the whole area of disability itself is, is, is very complex, there are physical disabilities, there are mental hidden disabilities. And again, I just think historically, it's just not something that people have talked about and I think people want to hear other people's views, they want to be here uh about the experiences that people with disabilities have had. And the other really important thing is we want to make the most of people's talents and so many people with disabilities have unique talents. I, I've often said often somebody with a disability has had huge challenges in their lives, which they've met, you know, with gusto, they, it's given them great confidence and that actually gives the individual the kind of qualities that most employers would really want to have. So there are all sorts of positives to look at uh as well. But most importantly, unless we address this, we've almost got a whole lost sector of our population where we're not actually uh making the most of that uh of that talent. And I think it's really important to address it on so many levels. So as Vaibhav has said, we've had many different events and most recently we've been talking about support groups and allyship and representation. Vaibhav: David I just wanted to make before you hand over to Carole, is you talked about how from a disability point of view, we we as firms, we need to understand what, during my training for instance, you said, what are you working towards? I think from a disability person perspective, it's also fundamental for, for us to understand how, how to work with an organization because in the end organizations or businesses. So it's more of a collaborative effort. And I think by doing these events uh or being on the inside, right, you can not only kind of make the profession of the firm or what you're aspiring towards. Uh you can mold that together as a, as a partnership, but also uh the wider perspective. Also, I was hoping we could talk about why clients think it's important to in that respect. So we can, we can discuss that at some point. David: Yeah, absolutely. Well, I mean, clients, uh as I mentioned earlier, I think it, it, it's, that's why again, it's important for the firm because I think that we need to share those experiences with clients and and ultimately, of course, it helps strengthen the relationship with clients. And again, where I welcome uh Carole's comments, you know, that often comes down to other parties, support groups, uh allyship representation, which was of course the focus of the last disability event that we held. So Carole, perhaps you'd like to say a few words about that. Carole: Thank you, David. Thank you Vaibhav. Thank you for having me on this podcast today. Um Delighted to be speaking with my wonderful colleagues. So my name's Carole Mehigan. I am the responsible business manager for our Europe Middle East and Asian offices. I am based in the London office. Um and I concentrate mainly on the London and our Leeds office where I host a multitude of events and um projects um across the area. So, concentrating on, on disability, really. I do a lot of student programs across the different age range. Um And during my time in doing my role at Reed Smith, I realized that, you know, disability is still slightly taboo amongst our students. I know young people, they don't actually realize that, you know, we're breaking those barriers down for them and that we're trying to ensure that they feel inclusive to, you know, going into a law firm and the legal sector uh has changed over the years. So working with schools who uh who predominantly work with students with disabilities and universities, who also focus a lot on a lot of students who have disabilities has been fantastic for us as a law firm because they were actually hitting that talent that seems to still be hidden away. And one of the reasons why I was so keen to do the disability career fair, um which we did um last year was because I wanted to really shine a light on those students and young people who don't feel that they are getting the focus enough or don't still feel like they would be welcomed into the legal industry. So actually focusing on them and giving them the opportunity to come into a place like where we work and to really speak to people from a diverse background, but also people with disabilities, myself being one. I was diagnosed in 2020 with neurodiversity and disabilities. So for me being an advocate in that respect as well, um and also supporting from, from the representation within Reed Smith, I thought was a very keen focus for me to make sure that students understood that we were a disability friendly organization. And David and Vaibhav have both touched upon the client engagement on the, at the disability fair. We did invite some clients who again are disability friendly. They wanted to promote that and show uh students what opportunities you can find within their organizations. So it really gave us a chance for us to talk about what we do, what we do in that space, what sort of opportunities there are for students with, with or without disabilities, but obviously focus a lot on on on disability side and also to encourage students and young people to feel like they can talk about their disability. They can actually bring that into the conversation and not be scared to hide, hide it in the background because they're worried that if they do say anything about their disability, then it will be frowned upon or they will be seen as a lesser candidate for any particular role within the business. So for me doing work uh with schools and with universities on the back of the disability fair, I'm now working with a school which exclusively has students. Every student has a disability. I'm now working with them to provide some of their students with work experience. So it's that continue of working with, you know, students and young people. So they understand that there are loads of opportunities, loads of great ways of them having an insight into our firm and, and hopefully that's going to continue. So that's what we're doing really on from the UK and the sort of Europe, Middle East and Asia side. I'm gonna hand over to Joanne who is one of our colleagues in the US for her to kind of give a little bit of more about what we're doing in the US with regards to disability. Joanne: Thank you, Carole. Uh My name is Joanne Christopher. I'm the senior human resources manager in our Pittsburgh office. I'm also the HR liaison to our LEADRS disability employee resource group in the US. Of course, we do participate with our college in Europe in the Middle East and also in Asia um on our disability program. Um as as David mentioned, people with disabilities have amazing abilities by not including them or missing out on a vast talent pole. It's very important to have diversity of thought, uh diversity of culture, and people disabilities are part of that diversity that Reed Smith values. I know that a lot of employers uh when they hear about employing folks with disability, they immediately talk about the cost of accommodations. It's widely known that most accommodations cost less than $500 and some cost nothing at all. So there's no reason not to include these colleagues. Uh People with disabilities want to work and they have a lot to offer us. Here in the United States, uh we are very proud that we have received the National Organization on Disabilities uh Leading Disability Employer Recognition. We also are part of NOD's Leadership Council and we've received 100% on the disability equality index through Disability: IN. And so, um it, it's not just a lot of talking words. Reed Smith really is putting into action a lot of initiatives to help our colleagues with disabilities because we value the gifts that they have to offer us. Some of the resources for our employers that we've developed, we've created this disability etiquette guide to help those people who aren't used to working with people with disabilities to be a little more comfortable to know how to approach a situation. We have institute of project ability where we work with clients on including a person with disability on each side of our client teams and the disability is only disclosed if the person wants to disclose that. So, you know, you could not know who the disabled person is on a particular project. We've created an accommodations resource to help other folks feel comfortable coming forward to request accommodations. It's a sample of a lot of the accommodations that we have across the firm. We also host weekly coffees and in those weekly coffees uh which again are available throughout our global platform, we get to know our colleagues. We offer support if someone is struggling or, you know, we just get to know each other if there is an oppressing issue that someone wants to bring forward. We have established subcommittees on accessibility, neurodiversity, peer support, recruiting, retention, and promotion and events and speakers here in the US, particularly in Pittsburgh, we partner with St. Anthony's School at Duquesne University to provide vocational training opportunities for college age students who uh have down syndrome autism or other intellectual disability by hosting them here in an internship program where they're learning a lot of job skills, uh how to dress for the world of work. Uh Some of those, those non uh visible types of things that you need to bring to a job, like being on time, how to get to and from work and those kinds of things. But more than that our employees just love when, when the students are here and it gives them an opportunity to work side by side with people with disabilities. Um We've also partnered with Special Olympics to host bocce tournaments. We have different awareness days and um again, we have a process to uh support all of our employees, those with disabilities and those without. So, so that's a little bit of what we're doing here in the US.  Vaibhav: From a student perspective. You, you really, and this is me speaking not being a Reed Smith employee, you really don't understand how important those kind of events are working with your working with the schools and doing a career for solely for people with disabilities because what happens is they don't know what they can be. Uh, if me coming from India, living in the Netherlands, I didn't even realize I could be a lawyer because I didn't know what professions were open to me. And so from a student perspective, if, if you have uh an environment or uh have clients who are willing to say, you know, these are the career paths that you can have. They, not everybody is probably gonna be a lawyer, not everybody is going to be uh someone in the legal profession or a partner or something like that. But at least they have aspirations to, to know who they can be. And for someone with a disability who, who, who can, who sometimes is not allowed to see beyond just what, what he, she can't do that. That is invaluable. I think before we close, I, I wanted to ask David one thing about how, because a lot of organizations talk about these are our business goals, these are our diversity goals. And if we invest too much in diversity, especially in our legal profession because they, they charge every minute unfortunately, but uh and every second that you're actually working, how, how do you deal with the fact that someone with a disability may take longer may not be as efficient? And how do you then figure out that, that your business goals and your diversity goals can be one? David: Well, I think it, and thanks Vaibhav, I think it even goes wider than that. I mean, as uh Joanne was talking, I was thinking about uh ESG environmental social governance, which we advise a lot of our, our clients on. And I think in terms of when it comes to goals uh related to the accommodation of people with disabilities which Vaibhav has just touched on, they really have to be integrated fully into all of our business goals. And this is the mistake. I think that so many organizations often make that uh they just focus on if you like their corporate and social responsibility actions rather than integrating these issues throughout their business. So uh I think as Joanne mentioned, we have this uh project ability initiative where we have, you know, uh somebody with a disability working on, on, on, on each matter, we have uh initiatives working with clients uh where we're discussing and championing the causes of people with disabilities. And I think also we're educating one another on uh as I touched on early treating people with disabilities equally because again, answering Vaibhav's point about uh how we uh accommodate the challenges of people with disabilities within our own business goals. It's as we accommodate all people within our business goals because no one is perfect and uh all people have strengths and weaknesses. It just so happens that we're where you come to a person with a disability, their weakness is often focused on that disability. But other people's weaknesses may be focused on the fact that they don't have the greatest talent in certain areas, but they've got a much stronger talent in other areas. And as we would say, it's horses for courses and it, when it comes to people with disability, it's not saying, well, they're actually a completely different animal separately and we must kind of somehow have a separate initiative for them. Well, no, they're just, they're part of all of our people. Uh And the way we accommodate them is the way we accommodate everybody and everybody needs some kind of accommodation because as they say, nobody is perfect. And, and I think that one thing I've learned from working with a number of people with disabilities is that that's kind of the number one thing that they really want is to be treated equally and, and on parity with, with, with everybody else. And I think we're moving in that direction when I say we, I mean, society generally, and I think that's why the whole ESG initiative now is great because that is all about how businesses can not only operate themselves independently in doing the right thing, but how they impact all their stakeholders and the wider society and community at large. And I think work in uh helping and highlighting the challenges of people with disabilities fits into that so well, because there are so many issues to be addressed. And as Vaibhav has alluded to so many ways in which we can, uh we can influence wider society um for the better. Vaibhav: So it's all about adapting and adapting the way, seeing the ability in others and adapting your working practices about adapting your mindset. And my one final question, because this is something I'm really passionate on is, Carole and Joanne, I think I, I think I wanted to understand because having every organization has a, has a CSR Corporate Social Responsibility or, or responsible business. These are, these are tools that every organization kind of has. And for me, I, I always think that if you can focus on a cause and use the tools you already possess as an organization, you can make a difference. How do you think uh in terms of what we are trying to achieve from a responsible business perspective, helps prepare society and businesses to embrace diversity, inclusion and become better allies. Carole: I, I don't mind starting first. So I think, you know, we, we as a firm, we see responsible business is a way of life. It's a way of us showing our culture and of a firm and how we want to provide support for, for each other. So we see it that, you know, we are a business that wants to be responsible for the wider community and that includes uh young people and students, et cetera um in the disability arena. We want to, we don't want anyone to feel excluded. You know, for, like I said, for a long time, especially students and young people who do have disabilities have been afraid to say it. They've been afraid to say on an application form or when they're being interviewed. And the, the, the problem then you have is how can you support somebody if you don't know that they need that support. So as a responsible business, as you know, we have to ensure that people understand that, you know, bring your true self to the workplace. You know, when you are applying somewhere, if you feel that you can't be completely honest and open about what you know yourself and if you have a disability, it may be not the right place for you and with working with other organizations such as clients, for example, who are also thinking in the same way that we are, you know, makes that uh collaboration with our clients, not just from a client service perspective, but also from the fact that we're organizations all trying to meet the needs of a particular demographic of people who feel like they're still outsiders. So I think being responsible for the wider community in whatever way you can bring in our community internally, to meet the external community is really important. And it also allows us as a community internally to show that we already have lots and lots of people with disabilities of all sorts, whether it's visible, invisible neurodiversity, whatever it may be and how, you know, how much they have made a success of their careers, you know, shining that light out there, letting other people know you could follow in the same footprints you could follow down the same career path is really, really important. So it's not just a case of talking the talk, you need to walk the walk, you need to do that by showing how you're going to do that. And the only way you can do that is like doing events like we've done already uh finding ways to get into the community and show what you can provide them and what they can provide to us. Because you know, even with having a disability of any sort, you bring a unique talent to the table, you know, we all bring something to the table and having disability is already a challenge for you as a person.  So when you can bring that to the table and be successful in your career, choice of career, I think just shows that, you know, you have resilience, you, you can champion yourself and you can really go, you know, help other people to feel that they can do the same thing. I'll hand over to Joanne at this point. Joanne: The one thing I would say is a professional services firm, we are in the people business. So we need to take care of our people so that they can do the best work that they can do. Disability cuts across all corners of our lives. It's socio-economic, it's diverse groups. It's every ethnic background. There are people with disabilities in every corner and these people have a lot of gifts to offer and we need to support them.  Vaibhav: As a final comment for me, this working on disability is not a silo. Every aspect of your organization can work on it whether you have pro bono uh projects that focus on disability, responsible business projects or simply come up with a legal initiative and do something like training for your employees so that they can better understand. But it's a two sided training. We, we as people with disabilities need to understand how it is to work in an organization and how it is to adapt. Whereas the organization has tools that are already there for them to focus on the ability of people. And that's something organizations do anyway, because they, they focus on who the person can be and what tools they can provide. So through this podcast, I hope that a lot of organizations who or people who are listening gain the confidence that you have the tools within your organization within yourselves to actually make a difference to anyone, let alone people with a disability and, and work and adapt to make professions better than when we found them, when we enter that each of us uh from our experience. So with that, I thank everybody for listening to our Inclusivity Included podcast. You will find a whole range of podcasts on Inclusivity Included, our podcast channel discussing a wide variety of issues to do with disability, and diversity, equity and inclusion. And I, I have enjoyed working uh talking discussing about this with my colleagues. So thank you very much and thank you for listening. Outro: Inclusivity Included is a Reed Smith production. Our producers are Ali McCardell and Shannon Ryan. You can find our podcast on Spotify, Apple Podcasts, Google Podcasts, reedsmith.com and our social media accounts. Disclaimer: This podcast is provided for educational purposes. It does not constitute legal advice and is not intended to establish an attorney-client relationship, nor is it intended to suggest or establish standards of care applicable to particular lawyers in any given situation. Prior results do not guarantee a similar outcome. Any views, opinions, or comments made by any external guest speaker are not to be attributed to Reed Smith LLP or its individual lawyers. All rights reserved. Transcript is auto-generated.

On this episode, my guest is David Bacon, a California writer and documentary photographer. A former union organizer, today he documents labor, the global economy, war and migration, and the struggle for human rights. His latest book, In the Fields of the North / En los campos del norte (COLEF / UC Press, 2017) includes over 300 photographs and 12 oral histories of farm workers. Other books include The Right to Stay Home and Illegal People, which discuss alternatives to forced migration and the criminalization of migrants. Communities Without Borders includes over 100 photographs and 50 narraatives about transnational migrant communities and The Children of NAFTA is an account of worker resistance on the US/Mexico border in the wake of NAFTA.Show Notes:David's Early YearsLearning about Immigration through UnionsThe Meaning of Being UndocumentedNAFTA and Mexican MigrationThe Source of Corn / MaizeBinational Front of Indigenous Organizations / Frente Indigena de Organizacaions BinacionalesThe Right to Stay HomeAndres Manuel Lopez Obrador (AMLO) CampaignThe Face & History of Immigration in the USAImmigration Reform and AmnestyThe Violence of Fortuna Silver Mines in OaxacaSolidarity, Change and OptimismHomework:The Right to Stay Home: How US Policy Drives Mexican MigrationIn the Fields of the North / En los campos del norteIllegal People: How Globalization Creates Migration and Criminalizes ImmigrantsCommunities without Borders: Images and Voices from the World of MigrationThe Children of NAFTA: Labor Wars on the U.S./Mexico BorderDavid's Twitter AccountDavid's Official WebsiteTranscript:Chris: [00:00:00] Welcome to the End of Tourism podcast, David. It's an honor to have you on the pod. To begin, I'd like to ask you where you find yourself today and what the world looks like for you there. David: Well, I live in Berkeley, here in California, and I am sitting in front of my computer screen having just what I've been up to today before talking with you. Chris: Hmm. Well, thank you so much for joining us, and thank you for your work. Perhaps I could ask you what drew you to the issues of labor and migration.David: Sure. Well, I come from a kind of left wing union family, so I knew about unions and workers and strikes and things like that from probably since before I can remember. And so I was kind of an activist when I was in high school, got involved in the [00:01:00] student movement in the 1960s at the University of California, got involved in the free speech movement, got tossed out by the university, actually, and wound up going to work after that, really, because I got married, had a daughter, and I got married, had a daughter, and, I needed to get a job and, you know, worked for quite a while as a a printer in the same trade that my father was, had been in went back to night school to learn more of the, of the trade, how to do different parts of it, how to run presses and so forth and then got involved, this is, you know, in the late 60s, early 70s got involved in the movement to support farm workers, really, and I was one of those people, you know, if you're my age, you remember this, if you're younger, you probably don't, but we used to picket supermarkets to try to get them [00:02:00] to stop selling the grapes and the wine and the lettuce that was on strike, and we would stand out in front of Safeway and other supermarkets with our red flags with the black eagle on them, And ask customers, you know, not to go into the store, not to buy the products that farmworkers were on strike against.And I got really interested in. I'm curious about the workers that we were supporting. You know, I grew up in Oakland and so I didn't know anything about farm workers, really. I didn't know anything about rural California, rural areas, didn't speak Spanish didn't know much about Chicano, Latinos.Oakland's a pretty diverse city, but in the area of Oakland where I grew up in you know, in our high school, you know, the students were African American or they were white, and that was a big racial question in, in school when I was in high school. So I grew up not knowing any of these things.[00:03:00] And Because I was involved in, you know, standing out in front of these stores and supporting workers, I, you know, began wondering, who are these workers that we're supporting? And eventually, I went to work for the union. I asked a lawyer friend of mine who was in their legal department if they needed any help, and of course he said yes.I went down to, Oxnard and de Santamaria began working for the union, originally taking statements from workers who had been fired because of their union activity. I didn't know much Spanish, so I had to learn Spanish on the job. Fortunately, you know, the workers were very patient with me and would help me learn, help me correct my still bad pronunciation and bad grammar.And, and I began to learn. And that process has been going on ever since, really. That was a, that was a formative time in my life. It taught me a lot of [00:04:00] things. It taught me about, you know, the culture of. farm workers who were mostly Mexican in those years, but there were still a good number of Filipino workers working in the fields.That eventually led me to the woman I eventually married, my wife, who was the daughter of of immigrants from the Philippines from a farm worker family. So I learned about that culture and I began learning about immigration, which I hadn't really known anything about growing up. Why people come to the U.S., what happens to people here. I, I saw my first immigration raid. When I was an organizer, I later became an organizer for the union as my Spanish got better. And I remember going to talk to a group of workers that I had met with the previous night, who were worked up in palm trees picking dates.And I went down to the date grove, this was in the Coachella Valley, and there was this big green van, and there were the [00:05:00] workers who I'd been talking to the previous night being loaded into the van. I was just You know, really shocked. The van took off. I followed the van all the way down to the Imperial Valley, to El Centro, where the detention center was.Stood outside the center trying to figure out what the hell is going on here. What am I going to do? What's going to happen to these people? And that was sort of an introduction to the meaning of being undocumented, what it meant to people, what could happen. And that made me an immigrant rights activist, which I've also been ever since, too.But also, over time, I got interested in the reasons why people were coming to the U. S. to begin with. You know, what people were finding here when people got here was very, very difficult work, low pay, immigration raids, police harassment, at least, and sometimes worse than that, poverty. You know, Why leave Mexico if this is what you're going to find?[00:06:00] And it also made me curious about the border. And so that also began something that has continued on in all those years since. I eventually went to the border, went to Mexico, began getting interested and involved in Mexican labor politics, supporting unions and workers in Mexico, you know, doing work on the border itself.After the Farm Workers Union, I worked for other unions for A number of years and they were generally reunions where the workers who were trying to join and we were trying to help were immigrants. So the government workers union, the women in the sweatshops sewing clothes or union for factory workers.And so my job was basically to help workers organize and. Organizing a union in the United States is like well, you know, people throw around this word, you know, this phrase class war and class warfare pretty freely, but it is like a war. You know, when [00:07:00] workers get together and they decide they want to change conditions and they want to you know, get the company to, speak to them and to deal with them in an organized way.They really do have to kind of go, go to war or be willing to, for the company to go to war with them. You know, really what people are asking for sometimes is pretty minimal, you know, wage raises or fair treatment at work or a voice at work. You know, you think, you know, what's wrong with that. But generally speaking when employers get faced with workers who want to do that they do everything possible to try and stop them.Including firing people and harassing people, calling them to meetings, threatening people, scaring people. You know, there's a whole industry in this country that consists of union consultants who do nothing but, you know, advise big companies about how to stop workers when they, when they try to organize.So that's what I did for about 20 years. Was help workers to get organized, form a union, get their bus to sit down and talk [00:08:00] to them, go out on strike, do all those kinds of things. And eventually I decided that I wanted to do something else. And I, I was already involved in, you know, starting to take photographs.I would carry a camera and I would take pictures of what we were doing as workers. We would joke about it, kind of. I would tell workers, well, you know, we're going to take some pictures here and you can take them home to your family and show them, you know, that you're really doing what's right here and 20 years from now you'll show your grandkids that, you know, when the time came, you stood up and you did what was right and people would joke with each other about it.And I discovered also that you could use them to get support for what we were doing. You know, we could get an article published in a newspaper somewhere. Some labor newspaper might run an article about us. You might get some money and some help or some food or something. But after a while, you know, I began [00:09:00] realizing that these photographs, they had a value beyond that.And that was that they were documenting this social movement that was taking place among immigrants and, and Latino workers, especially here on the West Coast of people basically trying to. Organize themselves for social justice in a lot of different ways, organizing unions for sure, but also trying to get changes in U.S. immigration laws, immigration policies those people who are citizens and able to vote, registering to vote, political change. You have to remember that if you go back to the 1960s or 1970s, Los Angeles was what we used to call the capital of the open shop. In other words, it was one of the most right wing cities in America.You know, the mayor Sam Yorty was a right wing Republican. The police department had what they called the Red Squad, whose responsibility it was is to go out and to deal with [00:10:00] people that wanted to change anything or to organize and Unions or strikes or belong to left wing political parties or whatever.And today, Los Angeles is one of the most progressive cities in the United States, and it has to do with what happened to those primarily Central American and Mexican and workers of color, women, who over time got organized and changed the politics of Los Angeles. And so, you know, I was really fascinated by it.This process, I was involved in it as an organizer and then later as a somebody taking photographs of it and writing about it that and so that's, that's sort of the transition that I made for the last 30 some odd years. I've worked as a freelance writer and photographer, basically doing the same kind of thing.I look at it as a way of organizing people, really, because the whole purpose of writing the articles and taking the [00:11:00] photographs is to change the way people think, and make it possible for people to understand the world better, and then to act on that understanding, which to me means trying to fight for a more just world, a more just society.And so. That's what, that's the purpose of the photographs, that's the purpose of the writing, is to, is to change the world. I think it's a big tradition in, in this country, in the United States of photography and of journalism that is produced by people who are themselves part of the movements that they are writing about or documenting, and whose purpose it is to sort of help to move forward social movements for social change.Chris: Amen. Some of the stories you were mentioning remind me of my mother who also worked for a labor union most of her life. And I was definitely still very much concerned with the state of affairs. I should [00:12:00] say that you know, I'm incredibly grateful as well to have a man of your stature and experience on the pod here to speak with us your work Has definitely opened my eyes to a lot of things I hadn't seen living here in southern Mexico, in, in Oaxaca.And one of these, these books, which I'd like to touch on a little bit today, is entitled, The Right to Stay Home. how U. S. policy drives Mexican migration. And we're actually at the 10 year anniversary of the publication of this book. So I feel honored to be able to speak with you in this regard about it.And, you know, it's, for me, someone who was a backpacker and a tourist, and then later a resident of this place, of Oaxaca, to come to understand much more deeply the complexities and nuances around migration, and especially in the context of Mexican migration to the United States. [00:13:00] What's left out of the conversation as someone who grew up in urban North America and Toronto, Canada very much on the left in my earlier years, in terms of organizing and, and and protesting, the, the, the dialogues and the conversations always seem to be around the the treatment of migrants once they arrived and, and not necessarily, as you said, why they left in the first place, the places that they left and the consequences to the places that they left.And so I guess to begin, I'm wondering if you could offer our listeners a little bit of background into How that book came to be written and what was the inspiration and driving factors for it? David: The book came to be written to begin with because I began going to Mexico and trying to understand how [00:14:00] the system of migration works in the context of the world that we live in, you know, people call it globalization or globalism, or you could call it imperialism.So I was trying to understand that from the roots of first having been involved with people as migrants once they had arrived here in the U. S. I was trying to understand Well, two things. One was why people were coming, and also what happens to people in the course of coming. In other words, the journey that people make.Especially the border. The border is the big And the border has very important functions in this because it's really the crossing of the border that determines what the social status of a migrant is, whether you have papers or not, whether you're documented or not, which is a huge, [00:15:00] huge, huge distinction.So as a result of that, and as a result of kind of listening to people listening to the movement in Mexico talk, about it, investigating, going to places like Oaxaca. I first wrote a book that tried to look at this as a system, a social system. It's really part of the way capitalism functions on a international or global basis in our era because what it does is it produces Displacement, the changes that are, you take a country like Mexico, and this is what the first book, the first book was called Illegal People.And what it looked at was the imposition on Mexico, for instance, it starts with NAFTA, the free trade agreement. In fact, the first book I ever wrote was about the border and was called The Children of NAFTA, the [00:16:00] North American Free Trade Agreement. But this book Illegal People, what it really tried to do is it tried to look at the ways in which People were displaced in communities like Oaxaca.And of course, for Oaxaca, Oaxaca is a corn growing state. It's a rural state. Most people in Oaxaca still live in villages and small communities. Oaxaca's a big city, and there's some other cities there, but, but most people in Oaxaca are still what you call rural people. And so NAFTA, among the many changes that it imposed on Mexico, one of the most important was that it allowed U. S. corn corporations, Archer Daniels Midland Continental Grain Company other really large corporations to dump corn in Mexico at a price that we were subsidizing through the U. S. Farm Bill, our tax money. In other words, we're, our tax money was being [00:17:00] given to these corporations to lower their cost of production.And that allowed them to go to Mexico and to sell corn at a price that was so low that people who were growing corn in a place like Oaxaca could no longer sell it for a price that would cover the cost of growing it. That had an enormous impact on people in Oaxaca because what it did was it forced people to basically to leave in order to survive.It's not that people were not leaving Oaxaca already before the agreement passed. There were other reasons that were causing the displacement of people in rural communities in Oaxaca. A lot of it had to do with this relationship with the U. S. even then, but certainly NAFTA was like pouring gasoline on all of that.And so three million people was the estimate that in a period of 10 years were displaced as corn farmers in Oaxaca. That's a huge percentage of the population of Oaxaca. [00:18:00] And so people were forced to go elsewhere looking for work. People went, you know, to Mexico City. You know, Mexico City, the metro system, the subway system in Mexico City was built primarily by workers who came from somewhere else.A lot of them from Oaxaca. Who wound up being the low cost labor that the Mexican government used to build a subway system. They went to the border, they became workers in the maquiladoras, in the factories that were producing everything from car parts to TV screens for the U. S. market. And then people began crossing the border and coming to the U.S. as either farm workers in rural areas of California or as low paid workers in urban areas like Los Angeles. So one of the big ironies, I think, of it was that here you had farm work, farmers who were being forced off their land. And remember that these are corn farmers, so [00:19:00] the Domestication of corn happened first in Oaxaca, and the first earliest years of domesticated corn, thousands of years old, have been discovered in archaeological digs in Oaxaca and caves near Oaxaca City to begin with.So here we have people to whom the world really owes corn as a domesticated crop, who are winding up as being wage workers on the farms of corporate U. S. agribusiness corporations in California, Oregon, Washington, eventually all over the United States. That was the migration of Oaxacan people. And so you could sort of see In this, as sort of a prism, what the forces were, what the social forces at work are, in other words, that in the interests of the profits of these big corporations, these trade agreements get negotiated between [00:20:00] governments, okay, our government, the U.S. government negotiates with the Mexican government, but that's like David negotiating with Goliath, or the other way around, rather, you know, The agreements are really imposed. It's not to say that the Mexican government of those years was opposed to it. It was a neoliberal government too, but the power in this negotiation is held by the U.S. government. And so that trade agreement in the interest of making Mexico a profitable place for, you know, Archer Daniels Middleton to do business gets imposed on Mexico. And then as a result of that, people get displaced and they wind up becoming a low wage workforce for other corporations here in here in the U.S. In fact, sometimes they Wind up working for the same corporation Smithfield foods, which is a big producing corporation [00:21:00] went to Mexico. It got control of huge areas of a valley called the Peralta Valley, not that far from Mexico city. And they began. Establishing these huge pork or pig raising facilities.In fact, that's where the swine flu started was because of the concentration of animals in these farms. Again, displacing people out of those communities. And people from the state of Veracruz, where the Perote Valley is located, many of them wound up getting recruited and then going to work in North Carolina at the huge Smithfield Foods Pork Slaughterhouse in Tar Heel, North Carolina.So that sort of tells you a lot about how this system works. It produces displacement. In other words, it produces people who have no alternative but to migrate in order to survive. And those people go through all the things that people have to go through in order to get to the United [00:22:00] States because there are no real visas for this kind of migration.And them wind up being The workforce that is needed by the system here, Smithfield Foods or other corporations like them in order for them to make high profits here. And in the process of doing this, I was developing a a relationship with a very unique organization in Mexico, in Oaxaca, a part of which exists in Oaxaca, called the Frente Indígena de Organizaciones Binacionales, which is the Binational Front of Indigenous Organizations.And this is an organization that was actually started by Oaxaca migrants in the U. S., in Los Angeles, and then expanded both into the Central Valley here in California and then expanded back into Mexico in Baja, California, where there are also big corporate farms where primarily Oaxaca, people from Oaxaca are the workforce, and eventually chapters in Oaxaca itself.[00:23:00] And so I would got to be friends with many people in this organization, and I would go and take photographs at their bi national meetings, they would have meetings in Mexico where people could come together and and talk about their situation. And, you know, I began, obviously, listening to what people were talking about.And, People developed this, I think, very kind of path breaking, unique analysis of migration in which they talked about a dual set of rights that migrants need and migrant communities need in this kind of world. And so, What they said was, on the one hand people need rights as migrants where they go.In other words, people, when they come to the United States, need legal status. People need decent wages, the ability to organize, you know, an end to the kind of discrimination that people are subject to. But, [00:24:00] people also need a second set of rights as well, which is called the right to stay home. And that is the title of the book, The Right to Stay Home.And what that means is that, People need political change and economic and social change in their communities of origin, which makes migration voluntary. So these are communities that are so involved in the process of migration that it would not make any sense to say that migration is bad, because In many cases, these are communities that live on the remittances that are being sent by migrants, by members of people's own families who are living and working in the United States.So the discourse in these meetings was sort of on the order of saying that people have the right to migrate, people have the right to travel, people have the right to leave, but they also have the right to stay home. They have the right to a decent future. A young [00:25:00] person who is growing up in Santiago, Cusco, Oaxaca in the Mixteca region of Oaxaca, for instance, has a right to a future in Oaxaca so that you can make a choice.Do you want to stay and have a decent life for yourself in Oaxaca, or do you want to leave and hopefully have a decent life for you and wherever you go, whether Baja California or California or Washington State? So in order to have a Right to stay home. What has to happen? What do people need? It's kind of a no brainer. People need well high farm prices to begin with. They need the ability to raise corn, tomatoes, Whatever crop it is that they need and sell it at a price that is capable of sustaining those families and communities. People need education.They need healthcare, but people also need political change because the Frente Indígena is a political organization. And so it was fighting [00:26:00] against the domination of Oaxaca by the old PRI, the party of the institutionalized revolution, which had been running Mexico for 70 years, trying to find a government that would begin to push for those kinds of social rights.And that was you know, a very important kind of eye opening for me was to hear people talking about the right to stay home, so much so that I said, you know, we need a book about this. So we're not just describing the system itself, how it works, but we are talking about what are people's responses to it?What do people think should happen here? And this was one of the most important developments of it. And it was not just. The people in Oaxaca, the more I did work on trying to investigate it and document it, there's part of the book, and also this was being done in people's [00:27:00] voices, the main voice in the right to stay home belongs to Rufino Dominguez, who was one of the founders of the Frente Indígena, who was my teacher in this, and so at one point they did knock the PRI out of power in Oaxaca and elected a governor, Gabino Cuei, who turned out to be not as good as people had hoped that he would be, but he was not the PRI.And he appointed Rufino, the head of the Oaxacan Institute for Attention to Migrants. So here was Rufino who had, was a left wing radical who spent his whole life opposing the government in Oaxaca, who then joined it for a while until he could no longer stomach what was going on there and had to leave.But. Pushing for that kind of political change in Oaxaca. There's another part of the book that talks about the miners in Cananea near the border with the United States. And their Effort to try to. win justice from this huge corporation that [00:28:00] was basically intent on destroying their union. And when they were forced out on strike, those miners also had to cross the border to Arizona to become workers in Arizona to survive.Again, you know, you see how the system is working here, but they also were talking about what kind of political change has to happen in Mexico for the right to stay home. to become reality. And that movement in Mexico grew strong enough so that, you know, after The Right to Stay Home was published, some years after, since it was, as you said, 10 years ago that Andrés Manuel López Obrador campaigned.He went all around the country speaking in every little tiny village that Mexico has, practically, in the course of four years. And one of the main things he talked about was the right to alternatives to forced migration. And I was there in Mexico City in the Zócalo when he took office. He finally won it.I don't want to go into all the things that had to [00:29:00] happen for Andrés Manuel López Obrador to win an election and become president of Mexico. But in his, in his inaugural speech as he was being sworn in, he talked about, we are going to make Mexico into a place where Mexicans can be happy living, where you don't have to go to the United States in order to survive, and I think you can talk about the, Things that the Mexican government has not been able to accomplish in the last four or five years.But I think one thing is beyond question and that is that that has been the main direction of the policy of the government of Mexico in that period of time because that's what got him elected. was this idea that, as he said, we are going to reject the liberal, neoliberal hypocrisy of the last six administrations in Mexico, meaning no more trade agreements like NAFTA, no [00:30:00] more opening Mexico up to U.S. corporations to come in and make money and as a result of which everybody's going to have to leave, that there had to be some kind of different direction in Mexico. So, in a way, I think that. Maybe that book, The Right to Stay Home, was like a little grain of sand that joined with other little grains of sand like it in helping to move forward that process of political change, because it happened on really on both sides of the border.Gosh, millions and millions of Mexicans who are living in the United States. So the process of political discussion that goes on about the kind of government Mexicans should have happens not just in Mexico, it happens here too. You know, part of Mexico is here on this side of the border. So you know, the book, and the book actually was published in Spanish and in Mexico as well too.So I think that it talked about things that were very important to people. [00:31:00] At the time, and that people are still debating about what has to happen in order for the right to stay home to be a reality. And I think it's something very important for people in this country to listen to and to think about as well, too, because in all the debates about migration that happen in here in the U.SThere's not a lot of attention that's paid to this whole idea of the two sets of rights, what has to happen. You know, certainly, you know, there are people like Trump and the right wing of the Republican Party that just, you know, never going to talk about anything like this. But even among Democrats, even in the Biden administration, you know, it's really too much about how to manage the border, you know, which basically boils down to how many people are we going to detain and deport.Rather than thinking about what kind of [00:32:00] world do we want to live in. Therefore, what kind of places migration going to have in it? ⌘ Chris Christou ⌘ is a reader-supported publication. To receive new posts and support my work, consider becoming a free or paid subscriber.Chris: Yeah, I mean, it's, it's it's been fascinating reading and rereading this book in, in, in part to be able to give voice to not just migrants and not just migration issues in the places that people move to or migrate to, but also in the places that they, that they leave behind and the voices of the people that they leave behind.And you know, I think for. Many North Americans, especially those who are first or second generation citizens of those countries of Anglo North America, of Canada and the United States, that these are, these are the stories these are the voices that that maybe they haven't heard of in their own families as well.And so, you know, you started to mention a little bit about this. the kind of superficiality, perhaps, if I'm, if I can say it in that, in those terms, of the [00:33:00] political conversation around migration in the United States, in Canada, and perhaps even in Mexico. And so I'd like to ask you about the reception and perhaps the fallout Once the book was published, and I'm curious how the declaration to the right to stay home or the right to not migrate has altered at all the political or social social landscape in rural Mexico, you know, at least in terms of the people that you know in these places.And also if there was any response, any, any ground shaking movements as a result of the book coming out among activists in the United States. David: Well, I think that the book contributed to an important change. In the immigrant rights movement in the United States here, because, you know, having participated in that movement as an activist [00:34:00] for, gosh, 40 some odd years now, maybe more, Immigration Reform and Control Act in 1986 with the so called amnesty law.Which not only gave amnesty to undocumented people, but also made it illegal for undocumented people to work in the United States after that and started the whole process of the border militarization. In fact, you know, the negative parts of that bill were so bad that many people like myself opposed the bill, even if it had amnesty in it, saying that it was not a this was not a good deal.And I think that over time. You know, history has proven that we were right not that amnesty was unimportant and not worth fighting for, but that the price that we paid turned out to be much higher than people were willing to give it credit for, you know, at the time. But what was also really missing from that debate, for instance, in [00:35:00] those years, was any sense that we had to really deal with and think about the causes of migration and the roots of migration, the displacement.It was really all about the status of people when they were here. You know, should it be legal or illegal for people to work? Should people get papers or should people not get papers? And that was a very limiting Conversation, because what really, what it really meant was that it could not acknowledge the fact that the migration from Mexico is not going to stop.For instance, the, in that, in that bill, the, the qualifying date for amnesty was January 1st, 1982, meaning. That if you came before that date, you could apply for the amnesty and get legalization, and if you came after that date, you couldn't get it. For people migrating from [00:36:00] Oaxaca, for instance, almost everybody came after.So all the Oaxacans who came to the United States, hundreds of thousands of people, millions of people really hardly anybody. Qualified for amnesty because of that bill, which is one reason why legal status is such an enormous question for the Oaxacan community here in the U. S. So it, the, the discussion of that bill didn't acknowledge that and also by setting that date, it was, I think, very cynical because Mexico had what was called the Peso Shock in 1982, where the economic crisis in Mexico got so bad that Mexico had to devalue its currency.And what that meant was that thousands, hundreds of thousands of people in Mexico lost their jobs and had to come to the United States. And by setting that date, January 1st of that year, what you were really saying is, none of those people are going to qualify for amnesty. So they were [00:37:00] already here. But also it didn't acknowledge that, you know, in the, that, that bill set up a a commission to study the causes of migration, supposedly.And that commission came back and recommended the negotiation of a trade agreement between the U. S. and Mexico. And it said, well, in the short run, maybe this would result in the displacement of a lot of people, but in the long run, it would lead to the economic development of Mexico, and then people would have jobs and they wouldn't have to come here.Well, that was another very, very cynical kind of thing, because the negotiations of NAFTA started not long after the report of that commission, and in fact, NAFTA did lead to the displacement of millions of people in Mexico. There were four and a half million migrants from Mexico living in the U. S.when NAFTA went into effect and by 2010 it was [00:38:00] 12 and a half million people. So an enormous increase in people and the rise in Mexican living standards. Never happened. Well, that's not true. When López Obrador finally came into office he began taking measures to raise wages and raise the living standards in Mexico, which previous administrations had resisted bitterly because they wanted to attract investment.And things have started to improve economically for workers and farmers in Mexico a little bit. But up until then, so being unable to face the roots of migration and its connections to corporate America and the way our government was on the one hand producing migration or doing things to produce migration on the other hand making The status of migrants, illegal criminalizing it here.It was a really, a very difficult debate for people in [00:39:00] the immigrant rights movement. As a result, a lot of organizations said, well, MSD, we need MSD. Let's just forget about a lot of other stuff. Let's just get down to seat on what we paid a really bad price for it. Today I think there is a lot more discussion in the immigrant rights movement about what happens in Mexico and Central America in particular that causes people to come to the United States.I think still there's not enough of a willingness to deal with the economic part of it. the poverty. So these days, the way it gets dealt with is mostly by talking about the violence in Honduras. For instance, San Pedro Sula, which is called the murder capital of the world. You know, I wrote a whole article about how did San Pedro Sula become such a violent place to begin with?And what did it have to do with U. [00:40:00] S. companies going and growing bananas in Honduras? But in any case it gets put down, I think too much to violence, to the exclusion of the causes of the violence. What is the, what is the root cause of violence in Central American countries? The Civil War in El Salvador was fought about who was fighting on what side, what kind of changes were people proposing.The more you unpeel it, the more you look at it, the more you see that this is really, again, about the economic and political relationship between the U. S. and China. Those countries. And so I think that books like Illegal People, like The Right to Stay Home, played a role in trying to get us to look more at this as a whole system, what produces migration, and then criminalizes migrants here.I think that it's a very [00:41:00] limited accomplishment. Because we still have an extremely unjust immigration system. You know, we all hated Trump and the detention centers and, and his racist orders. But the reality is, is that we have more people crossing the border this last year than any other previous time in our history.And we have thousands and thousands of people living in detention. In the United States in detention centers and in detention centers on the Mexican side of the border. And this is under a democratic administration. So, I think that we have to be real about how limited our impact has been up to now.But, having said that, I think it is still a big advance for us to be able to talk. in this country, in the United States, about the roots of migration, and also be able to reach out to organizations and people and communities in Mexico and talk about, well, [00:42:00] okay, what is our, what should our relationship be?Well, how do we work together? How are we going to be able to try and change this system together? I think those efforts are kind of only starting, really. I don't think there's nearly enough of it, but I think that's the future. That's where the change is going to come from. Chris: And I can't stress enough, you know, how devoid of complexity and nuance most any political conversation has these days, and that most people don't go looking for it, in part because You know, most people haven't been taught.So, you mentioned a little bit earlier, as you wrote in, in your book, The Right to Stay Home, about the consequences of mining companies, as an example, in, in Mexico. Foreign owned mining corporations. And Here in Oaxaca, it's very well known that these corporations undertake geological testing without the [00:43:00] consent of communities, that they lie to the communities about concessions when trying to push their way into the territory, and then sponsor community violence by dividing the people against each other through bribery, corruption.Intimidation, threats, and sometimes assassination. And so, I'm curious, first, if you could offer a little bit more of what you've seen in this regard, and secondly, why do you think that in this example that, you know, Canadians, in the context of the one particular mine here in the Central Valleys of Oaxaca, is a Canadian owned mine, why they have no idea that this is happening on foreign soil in their names?You David: know, I wrote a long article about San Jose del Progreso in the Vice Centrales in, in Oaxaca, and Fortuna Mine there, which is a Canadian, Canadian company. And I think this is [00:44:00] another way of seeing what this kind of, just to use shorthand, this free trade arrangement between the US, Canada and Mexico, what it really means for people on the ground.Mexico in previous administrations changed this mining law so that it became possible. And the purpose of to make it possible for foreign corporation to get a mining concession anywhere in Mexico and develop a mine without having to get the consent of the people who live in the community around it.Basically saying that, you know the Mexican government was entitled to sell off these concessions regardless of what the people there thought about it. And so the purpose of this was to, again, attract foreign investment into Mexico. This is part of the neoliberal policy that says [00:45:00] that the economic development policy of Mexico should be to sell pieces of Mexico to foreign investors, to foreign corporations.And supposedly this money is going to make life better. For people in Mexico well, first of all, it's a very corrupt system, so the selling of mining concessions involves, you know, millions and millions of dollars that wind up in the pockets of those people who grant the concessions. So it was a source of enormous corruption in the Mexican government in granting those concessions and in passing that change in the law to begin with.And then in fighting for changes in the legal system, the free trade set up, those mining corporations could then, basically, it gave them not only a kind of impunity against communities that protested about it, but in which they could even sue the Mexican government. If the Mexican government tried to stand in the way and say, well, you [00:46:00] can't develop the mine, then the mine could sue the Mexican government and say, well, you deprived us of potential profits and you owe us millions of dollars.And there were decisions like the metal cloud decision that allowed for this kind of thing to happen. So what this meant is on the ground, you have mining mining concessions sold and mines being developed all over Mexico. In the face of local opposition, and the mine in San Jose de Progreso is a really good example of that, where you have a Canadian company that comes in and says, okay, we are going to, in fact, they weren't the originators of the mine, they basically bought a mine that had been played out by previous owner.And so we are going to dump a lot of money into this and we are going to make it a producing mine and the impact on the community. We don't really care. And so the impact is really enormous. You know these are open pit mines. They're a scar on the land. They [00:47:00] contaminate the water, the aquifer, so that these farming communities can no longer support themselves in the same way.In order to develop the mine, what they do is they divide the communities. And so, as you said, in San Jose de Progreso, they bought off the town's, the town's government who basically gave the company permission to do whatever it wanted to in spite of local opposition. Then when local opposition got organized to, to oppose it, the company cooperated with the with the local leaders that it had bought off to basically go after those leaders in a very violent way.So, Bernardo Vazquez. who had was from this community. He had actually gone to the United States and become a farm worker in Petaluma, in California. And then seeing what was happening in his community, went back to San Jose de [00:48:00] Progreso and to and began leading the opposition. And he was then ambushed and assassinated.Other people in his, around him were also killed, and then the violence went both ways. People on the other side got killed. And so this whole community became a warring camp, camps against each other. You know, I remember when I visited there, there are two taxi companies in this community. There's a taxi company that's associated with the People who are pro mine and the taxi company is associated with people who are against it.And you better not get into the wrong taxi because you could, some terrible things could happen to you. I took pictures of these threats that were spray painted on the walls of, some of the irrigation canals there, Bernardo Vasquez, your time has come, you know that was before he was assassinated.A lot of the people who work in the mine come from somewhere else, some of them from Canada[00:49:00] but it takes a few of the jobs in hand somehow. to certain people in the community there as a way of buying them off and giving them a stake in the continuation of the mine. And so what happens is that you have a community that's a continuing, a continuous war with itself.And this happens all over Mexico. In fact, it's not just Mexico, this is happening in El Salvador, it's happening in Guatemala, and actually mostly by Canadian companies. So you ask, do people in Canada know about this? I think there are some journalists like Dawn Bailey who have Canadian journalists who have tried to write about it, and tried to make people in Canada aware of it.I don't think that most people in Canada have the faintest idea of what those corporations are doing, and that's because I think the corporate media in Canada has very little interest in showing that, partly because, you know, they have the same basic set of economic interests that the mining corporations themselves do.[00:50:00] Probably share, same shareholders, who knows? In any case That's something that could happen and that should happen if people in Canada became more aware of what these companies were doing and then began taking action in Canada to try to restrict them. I think it would have a big impact on the ability of these communities in Oaxaca to survive.I think that San Jose the Progresso is going to be a war with itself and this continuing political violence is going to happen. Until the company, basically until the company leaves, really. I don't see any other solution, I don't see how the mine can continue operating there under any ownership and not have this war taking place there.So, but I think that the way to get that company to leave is for people in Canada to take some action in cooperation and in solidarity with the people in that [00:51:00] community. So, maybe by Organizing delegations from Vancouver or Toronto down to San Jose del Progreso would be a way of helping that to develop.That's possibly something that might happen, but basically you need that relationship in order, I think, in order to stop this from happening. Chris: Hmm. Thank you. Yeah, and you know, of course it just ends up contributing to migration, right, and exile, displacement within those communities. And and so I'm curious, what do you think the right to stay home or the right to not migrate can offer us as modern people, as citizens or migrants in the context of the current crises and perhaps the crises to come?You know, you mentioned that Immigration the numbers, the number of people coming into the United States over the last year has just been unprecedented. The number of migrants [00:52:00] flowing through Oaxaca, for example, in Southern Mexico right now is unprecedented and it really seems, you know, like.not just my opinion, but in terms of statistics and predictions and all of these things, that it's only going to get more unprecedented. So I'm curious what you might, what you might think that this, this declaration, the right to stay home or the right to not migrate, might offer us going forward. David: Well, I think it offers us something to fight for.That it gives us a vision of what a future could and should look like in the communities where displacement is taking place. In San Jose de Progreso, for instance, the right to stay home means a community that's not at war with itself, which means that the mining operation has to end. But, Ending the mining operation doesn't necessarily mean that people are [00:53:00] going to have an educational system or a health care system that's capable of meeting their needs.So you need political change in Oaxaca, San Jose de Progreso, and Mexico in general, that is able to deliver those things. For people. I think we could take that same thing and and look at people coming from Venezuela. There are a lot of Venezuelan migrants who are crossing Mexico coming to the U.S. border. On the one hand, the U. S. government is sort of a little bit more friendly. to Venezuelan migrants, although it's still doing whatever it can at the border to try to keep people out. Because, you know, this gets used in the media in the U. S. as a way of saying, well, this is the proof that the socialist government in Venezuela is incompetent and corrupt and ought to be removed, which has been U.S. policy for a long time. But in reality, the economic problems in [00:54:00] Venezuela would certainly be a lot less if Venezuela wasn't subject to the U. S. sanctions regime, which is basically sought to strangle the Venezuelan economy. And so the people who are leaving Venezuela, whether they're middle class people who are, you know, fed up with the problems of Caracas or whether they're poor people who have you know, have to migrate in order to survive those are due to U.S. policy again. So really, the right to stay home means in the United States that people in the United States, progressive people especially, have to seriously take a look at what the impact of U. S. policies are on the people that are being subjected to them, and to begin with, cause no harm.That would be a good starting place to stop those policies that are actively producing migration. You know, the people who drowned in the Mediterranean, those 600 people who [00:55:00] drowned in that horrible boating accident, who were they? A lot of them were Afghans. A lot of them were Iraqis. Why were they leaving?What were they doing on that boat? They were the product of that U. S. war. Now, I was a very active, you know, opponent of, of the war. I went to Iraq twice to try to make connections with trade unionists and other people in Iraq who were trying to fight for kind of a progressive nationalist solution to the economic problems of Iraq in the wake of the occupation to end the occupation.But you know, that's kind of what we need. We need to take responsibility for the impact of what this government has done. When we take a look at what the, what is going to happen to the people of Palestine and Gaza, [00:56:00] Under the bombardment, you know, if people were able to leave Gaza, there would be literally hundreds of thousands of people going wherever they could.And the Middle East simply in order to get out from under the Israeli bombs. And those bombs are coming from where? They're coming from the United States, that military aid package. You know, you cannot have a military policy and a military aid package the way the U. S. passes them without its having enormous impacts on migration, on the displacement of people, and at the same time it also Produces impacts here in the U.S. that we also need to take a look at and see what the relationship are. You know, people migrate in the U. S. as well, too. We have factories to close when Detroit stopped being an [00:57:00] auto manufacturing center and the Factories in Detroit closed, the car factories, thousands and thousands and thousands of auto workers became migrants in the U.S., going from city to city to city, looking for. So the price of the economic crisis that exists for us isn't felt just by people in Mexico or Palestine or Iraq. It's felt here in the United States and in Canada too. These problems They require a political solution, you know, they require us to organize ourselves in a way that is strong enough to force political change on our government here, so that it takes responsibility for the past devastation.And the past displacement and also stops doing the things that are going to keep on causing it in the future. And then I think we can think about kind of repairing the world. I think we have to repair the world, too, after this. But the first thing we have [00:58:00] to do is we have to stop hurting it. We have to stop the damage, and that means having enough political courage and enough political power to make our government do that.That's a tall order. That's a tall order. I don't think it's something from today to tomorrow. But it's a long process. You know, I'm a, I grew up during the anti Vietnam War movement and the civil rights movement, and I saw this country at a time when it was possible and when we did it. So I'm the optimist.I believe that it's within our power to do this. But looking at where we are right now, I think we have a long way to go. And so, you know, if what I do contributes is granito de arena to it, you know, a lo mejor. Chris: Thank you so much, David. Yeah, it's definitely really, really important to hear words such as yours in a time of deep nihilism.[00:59:00] And, and also the absence and I think the disregard of, of Elder Voices in our midst and in our movements. So, I deeply appreciate your willingness to speak with me and, and to our listeners today. And just finally, before we depart, how might our listeners find out more about your work?How might they purchase your books? David: I have a blog and a lot of what I write and the pictures that I take are up there and I put them up there pretty regularly. And so the way to find it is to Google my name, David Bacon, and the blog is called The Reality Check. And so if you Google that together, you'll find it and that's how you can connect.Chris: Thank you so much, David. David: My pleasure. Thank you for having me. Get full access to ⌘ Chris Christou ⌘ at chrischristou.substack.com/subscribe

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.

In today's episode of Building Texas Business, join us for a fascinating discussion with our guest David Fletcher, General Manager of Lone Star Sports and Entertainment. David gives us exclusive insights into the sports business industry, highlighting the economic impact of major sporting events on Houston. We learn about LSSE's role in the city's sports landscape and the excitement for the upcoming Tax Act Texas Bowl. David also enlightens us on why Houston is a major sports hub, touching on upcoming events like the college football championship and the 2026 FIFA World Cup. Tune in for a thrilling exploration of the fast-paced world of sports business. SHOW HIGHLIGHTS Chris talks with David Fletcher, the General Manager of Longstar Sports and Entertainment, about the intricacies and realities of the sports business world. David describes the significant economic impact of major sporting events on the business community, highlighting their ability to draw in substantial revenue and tourism. We discuss the role of LSSE in the Houston sports scene and its involvement in exciting upcoming events like the Tax Act Texas Bowl. David addresses some common misconceptions about the sports industry, revealing the hard work, long hours, and sacrifices behind the scenes. We delve into what it means to be a good teammate in the sports industry, focusing on traits such as being coachable, ready, and positive. David shares insights on why Houston has become a hotspot for sports business, citing its prime location, diverse population, and robust infrastructure. We discuss the upcoming national college football playoff championship and the anticipation it's generating in Houston. David gives a preview of the 2026 FIFA World Cup, expressing his enthusiasm for the global event to be hosted in Houston. I explore personal topics with David, such as his first job experience, his preference for Tex-Mex over barbecue, and his dream 30-day sabbatical destination. David shares his passion for skiing in Park City, Utah, expressing gratitude for the support and involvement of the Houston community in their work. LINKSShow Notes Previous Episodes About BoyarMiller GUESTS David Fletcher About David TRANSCRIPT (AI transcript provided as supporting material and may contain errors) Chris: In this episode you will meet David Fletcher, general manager of Longstar Sports and Entertainment. David shares his insights into the business of sports, as well as the economic impact major sporting events can have on the business community. David, I wanna welcome you to Building Texas Business. Thanks for coming today. David: It's great to be here, Chris. Appreciate the opportunity. Chris: So let everybody know, you're the general manager of what's called Longstar Sports and Entertainment here at Houston. Tell the audience a little bit about what that company is and kind of how it fits into the sports landscape here in Houston. David: Yeah, longstar Sports and Entertainment, or LSSE, as we try to call it with such a long name, is really the events production and management company at Houston, texans. So we are a primary outlet for event production, promotion and really a focus to our efforts to date around filling event dates at NRG Stadium. Most of what we do, chris, is in the sports space, although we have certainly done fair share of shows in the entertainment side, but college football, international soccer, rugby are all really big parts of what we do and inside of that we can do anything and everything that we need to do to make an event successful. We've promoted and negotiated and done our own events. We work with partners like ESPN or the Major League Soccer to host events at our building for them. We work with global brands like Manchester United, real Madrid or even Taylor Swift to bring events to our place in a variety of different ways. So really our focus is on bringing people together in Houston and we've done some other things over the years some investments and some events outside of NRG Stadium. But at our core we are a major part of making NRG Stadium one of the world class destinations for events and we're very proud of what we've been able to do over the last 21 years. Chris: That's what I love about kind of the focus at LSSC and the Texans for that matter is really a focus on doing things for the benefit and betterment of Houstonians. It seems to be kind of maybe a core focus. David: No question. I mean, look, at the end of the day, our organization is only focus on three things it's creating experiences, it's delivering incredible vowed partners and it's about doing great things for Houston. So, in that core capacity, major events, whether it be bringing Leon O Messi to play at NRG Stadium in an event like Copa America a few years ago I mentioned Taylor Swift we had a chance to host her in 2018, or Keddie Chesney or George Straits or Tim McGraw done shows with all of them over the years to the big time college football, like the Tax Act Texas Bowl that we host each and every year. Our focus is on really those three initiatives and I think they play into exactly what you said, which our organization has been all about, and the family the McNair family has been all about since day one. Chris: So, speaking of the Tax Act Texas Bowl, where we've got a match up right around the corner with Oklahoma State and Texas A&M excited about that and I would think that there is some excitement from those fan bases about being here at Houston. David: No question, our 18th year of hosting that college football postseason spectacular that happens each and every year at NRG Stadium. Last 10 years we've had the Big 12 in SEC and you mentioned it Texas A&M, who's obviously one of, if not, the biggest collegiate brand in this part of the world, going and taking on Oklahoma State, an old rival there from the Big 12 days and 20th ranked Oklahoma State Cowboys, I might add, who made it all the way to the Big 12 championship game this year and have the nation's best running back in Oli Gordon. A lot of things to be excited about on both fan bases. Texas A&M obviously a great brand, but had their struggles on the field relative to their expectations this year. A lot of transition, including bringing in a really exciting new coach and Mike Elko, and this is an opportunity for both of these teams, but particularly Texas A&M, to start their 2024 March to the championship this December 27th. Chris: Very good. So let's talk a little bit just about you and kind of how you got into the sports industry and you've been general manager now at LSE like 10 years. That's crazy because I can remember when you first took over the role. So 10 years goes by fast. David: It goes by real fast, chris. Look, for me sports has been an incredible part of my life, like many, since my early days of youth, I know as a kid. For me there wasn't a day that didn't go by literally a day that I didn't have to go to some practice or didn't get to go to some practice of some kind, played a lot of sports really important to my family growing up and ultimately developed a very strong passion for sport itself. As I got a little older I was in school at the University of Texas I realized that you could make a business out of it. You could create a life around the, not just playing on the field, and for me my playing days they definitely ended in high school, which is okay. I still get to this day, get to go out there and try and hack it with the best of them every once in a while, but I do it vicariously most of the time in working with my kids and coaching them and watching them grow. So for me, like I said, I knew sport was a big part of what I had a passion for when I graduated from UT. I had an opportunity to be to work for an NFL team in my hometown right here in Houston Texas. They didn't even have a name until a few weeks into my job, but that was the Houston Texans, and so coming out of UT and having the opportunity to be a part of building a professional team no less an NFL team from the ground up was something that I thought was really cool and I thought would be something that would help fuel that passion further, and it has. There's no question, of course, as a graduate coming out of college, many of us, myself included had bills to pay, and working as an intern at any sports team is not a great way to pay off those bills very quickly. But you know, I knew I had. I knew I had a goal in mind. I knew that I could make a business out of this if I really focused on making the most of the opportunities I had about keeping a positive attitude and really just taking every opportunity I could to grow, and I did that. I worked at the Texans during that first season, had an opportunity after that to get into a sales side where I did start making money working in media sales after leaving the team, spent a few years doing that for the University of Texas Athletics and then with the Houston Rockets, but I had a chance to return back to the team in 2010 and have been with the Texans in some way or shape or form ever since and that's been a lot of fun to really get to be in my hometown to work for the NFL team ups and downs included along the way, right, as we've had some great years and some not so great years. But going back to what I talked about earlier about being able to make an impact, particularly in my hometown, it's been an amazing opportunity for me and I still wake up every day and I know this is gonna sound really silly and I've grown a lot in my career, but we office at NRG Stadium and there are a lot of days where I walk in I'll hear the voice guy, david Brady, in my head going welcome to NRG Stadium. Chris: And it's just for me as I walk in the office. David: You know, it's a subtle reminder in my head that you know what. This is something pretty cool and this is something really special and been fortunate enough to be a part of a lot of things that have helped grow this community as a sports destination and then hopefully a lot more going forward. Chris: That's great. I mean it's a very unique position, unique opportunity. It relates to working for an NFL franchise. Right, there's only 32 franchises that you can work for, so let's talk again. So you work your way up and then you get this opportunity to move into leadership and I like to talk to guests, entrepreneurs, about leadership. So let's talk about that with you, kind of give us a little idea of your journey. Who were some of your mentors that you kind of molded your leadership style after? David: Well, I think mentors are so important, chris. They're so important to provide you you know reality, to provide you guidance, to provide you you know somebody who can ultimately be a resource, good and bad, in any situation. You know, for me it started with a good friend of ours and I still think about him all the time as Jamie Roots, you know, arguably one of the best in the business, president of the Texans for 20 plus years and spent spent really so much time, energy and effort in creating and ultimately growing the Texans brand, and so getting a chance to watch him and be a part of his team for almost a decade myself was something that you know, I've taken so much from. You know, the things that we focused on were about relationships, and that's really where it starts in any of these businesses is, you know, whether you're working with clients, teammates or employees and just trying to find ways to connect. You've got to be able to connect at all levels and build relationships with people, no matter what role they're playing in your business. So it's starting with relationships first. You know, I think, looking at how Lone Star has been approached I talked to Jamie about this a lot over the years Texans, so important and ingrained in the business of, or the fabric of, the Houston community. But what Lone Star has really helped do is expand the reach beyond just football and reach into what is already arguably the most diverse community in the country and bring them in to a place that they could celebrate, that the passions they have can create memories that last a lifetime and ultimately, yes, do business. You know, and so you know, lone Star helps us reach in. We've done, you know, 21 Mexican national team soccer events at our stadium. We've hosted Beyonce. We've had, you know, lsu take on Wisconsin or, you know, coming up, the national championship game for college football. Yes, there's some core elements that are consistent across every sport, every entertainment property, every football event that I just mentioned, but each of those tie people back to our business, they tie people into, or they bring people into, our community and they ultimately, you know, give us an opportunity to create even more momentum for the team and for Houston going forward. So, when I look at how we've approached that from a leadership perspective, you know it's really been thinking about how our business, my business, can impact people outside of what we do in the Texans. And with that, you know, like I said from the beginning, it starts with relationships. Chris: Hey, you hit the nail on the head because I think that's true. No matter what business you're in, if you're a one man shop or you're growing it to be bigger, it's all about relationships, like you said, with your external partners but more importantly with your internal teammates. So, talking on that subject a little bit, let's talk a little bit. I know you know you've built a team around you at LSSC to help put on and promote these events. What are some of the things you look for when you're going through that process? One maybe identify whether it's through the recruiting process or onboarding or, as they're there, in kind of the training to make sure you're making the best decision you can in building that team. And then maybe we'll talk about the other side is when you know maybe this wasn't the right fit, the harder decisions to make. David: Well, I think it starts. You know I mentioned it earlier, but to me there's really three core elements of being a good teammate, and I think these matter whether you're the intern or you're the leader of the organization. One be coachable right. Nobody that I have ever met, even the best in the business, know everything right, so be able to take advice, take criticism, learn from your mistakes, and that's something I think's really important. Two be ready, right. Be when opportunities exist, don't be afraid to raise your hand, don't be afraid to speak up, don't be afraid to go all in. You never know when an opportunity could be the best opportunity for you if you don't ask. So be coachable, be ready and then, from my perspective, just be positive, right. The attitude is the only thing that any of us can control, and my experience and my life has taught me that if you focus on the good, you have a lot better chance of getting there than if you focus on the bad. And that speaks to communication internally. That speaks to the way you approach how you position your business. It speaks to how you approach your competition right. Ultimately, at the end of the day, if you focus on the good, there's a better chance you're gonna get good. Chris: Like I couldn't agree more on that positive mindset, kind of staying positive, focus on the positive, learn from the bad and the negative maybe, but your primary focus has got to be on improvement in a positive way. Yeah, again, there's books written about it all over, but mindset makes a big difference. David: No question, no question. Ultimately, if you're a teammate for us and you've got those qualities, we feel like that's a great start to being a positive contributor to our group. Chris: Well, no just from being around the organization as much as I have. Y'all are known the Texans and LSSE. You're known within the sports industry of training people to be great and I guess that's a blessing and a curse. You get really good people but then people come and take them. David: Well, I've always had the mentality, chris. I know it's one that may fly in the face of common thought, but look, if anybody's being approached or anybody's being seen as having an opportunity coming from where we have brought them to, then we've done our jobs the other day and so we wanna keep as many of those on our team as we can, no question, but many times, for a variety of reasons, you have to accept that maybe reality, and so do the best of what you've got, be ready for the next opportunity, keep moving forward. Chris: So, working in the world of sports, what's one of the things you think is maybe the biggest misperception that most have about what you do? Cause it sounds pretty glamorous. David: Well, that's probably the biggest misperception. I think that, and that I have access to every ticket for every event all the time. My wife still sometimes even has that misperception, but I love her for it. No, look, I think the reality is that. I think that people do think that. Well, let me back up. I think there can be a perception that it is all glamorous all the time. Right, there's a lot of very visible and very talented people that are in the media all the time, that are compensated well, that are creating brands of their own. There certainly is an element to that, but I think that more often than not, it's a job that, if you don't have a passion for what you're doing, what you're doing, it's gonna be hard, because the hours are long, holidays are not really holidays. The players have negotiated a very significant salary, and that's not always the case for everybody else. And on the business side, and there are so many facets of what working in sports can be, and I think that's also, at the same time, an opportunity A lot of people look at. Well, you work for a team so that you're working in sports. Working in sports can be working for an agency that's working with a brand that is creating a partnership with a team. It could be working on the media side, bringing the events to life through social, digital and television content. It could be being a lawyer that negotiates contracts. It could be taking tickets and welcoming people to NRG Stadium, and so there's just so many different ways. There are over 7,000 people that work on a major event day at NRG Stadium. Just on the day, just on the day itself, right Between part-time staff, texans, employees, police fire, you name it. That's crazy. So it's such a big it becomes its own little city. So ultimately, there's a lot of different ways that sports can touch somebody. Most often, people just think of the players and what happens on the field. Chris: Well, it's nothing. You said when you started that, and I think it's true and it transcends all industries Passion To be really good at what you do, you have to have a passion for it, because it's long hours and putting in real hard time to learn and advance and grow your expertise at whatever it is, and so it has to start and stop a passion. David: No question, and if I look towards my life personally, it's been the fuel that's put me on the path to the successes that I've had. I mentioned it from the beginning. I mean, I started out as an intern with the Texans. I'm very proud of the fact that I'm the only intern or the only member of the executive team at Texans that actually started out as an intern with the team itself and that wasn't by accident. I mean, certainly there's a lot of good fortune along the way and I was able to produce results when needed. But I look at that as a testament to. Without the passion that I had, I wouldn't have been able to go through the 120 hour weeks as an intern, making minimum wage, I might add. You know working on, you know lifting heavy equipment or organizing, you know volunteer groups or you know putting together hours of copy that may not even be used, right. I mean, it's just those things that are just little steps along the way that, personally, I had to do, but I think they apply to anybody who has felt success in their business is that it starts with that passion. Chris: Yeah. So let's turn the conversation a little bit and talk about something that I don't think gets talked about enough, certainly at least here in Houston. We, when you step back and look at it, we, being Houston, which means you and others have done an amazing job of making Houston a true, like sports event destination. So we can talk about that a little bit, but what I want to do is connect that to how that the impact that has on the business community in Houston, because it's significant. David: It's massive, you know. So I'll start with a couple of things. One, you know, I think Houston's success as a destination for sport really points to. You can point to a lot of things that have been contributing factors, and they all have been geography center of the country, center of the continent, certainly a very, a very easy to get to market with all the infrastructure here from the great airports, obviously our traffic and our freeways. But the port you know, the infrastructure itself is fantastic, have served us well over the last 20 plus years with this latest renaissance, and we'll going forward. You've got a Some may need some tweaking, right? Chris: No question about it. David: I mean NRG is certainly, you know, a fantastic, world-class facility throughout its history. But that definition certainly has changed over the years and there's opportunities to continue to be the biggest and the best that we're working towards getting in the future. But the market seven plus million people in the DMA it's the most diverse market in the United States. All of that creates a lot of reasons why Houston has been a major destination. But I think the most important element is the leadership and the people and when I say people I mean the people at all levels that help contribute to the experience that's created when major events. Stakeholders are looking for a place to go and they come into Houston and they get to see it. We've got a number of groups that have worked together very successfully over the years the Texans and Lone Star, nrg Park, houston Livestock Show and Rodeo, all the major professional teams, harris County, houston Sports Authority, houston First Mayor's Office, city and Fire, the Texas Medical Center. All of those groups and many others have created a winning formula with how we approach the event experience, whether it's a festival, a conference or the Super Bowl. You throw in the hospitality community, which Houston First is certainly a driver of, but the thousands of unbelievable hotels, restaurants and entertainment options that are here in this community and how they collaborate and work together around these major events. And you see, no other market in the country can offer what we have as a collective package, and that's why you've seen Houston be awarded more major sporting events than any other market in the country over the last 15 years. That's impressive. Chris: I mean, people don't know that. They don't, it doesn't get talked about. David: They don't, they don't. There's certainly a lot of energy around. You get the first one right and then it just kind of dominos and we've been very aggressive as a community in pursuing those options. We've been very successful and when we get those options here to put our best foot forward, there are great resources at state level that certainly help with that and a spirit of collaboration with the governor's office to try and generate as many major events in the state of Texas as possible. So those are all winning points in the formula for success. But it really starts with the people and as we look at the future of the sporting event business, the major event business in Houston, there's a reason why we keep going after this and a big part of it is what you talked about the economic impact. Pick any number of these. These events Final four, college football, playoff, national championship game, fifa World Cup, super Bowl, taksac, texas Bowl, copa America I'm missing thousands of events that happen and are the Major League Baseball All-Star game, nba All-Star game, mls Cup. All these events that you see have really generated billions of dollars collectively for our community and economic impact. That's people coming to Houston and staying in our hotels. They're going and having a great time down in Galveston. They are eating at some of the world's best restaurants and that fuels our economy. We don't have the typical transient business that a vacation destination like a Miami or New Orleans may have, where entertainment in the community can spark a lot of travel. We are very much focused on conference events and entertainment opportunities and we do it better than just about anybody else out there. Chris: So let's kind of try to, you know, put some context around that. You mentioned, and obviously I'm well aware of the Texas Bowl, Taksac, Texas Bowl economic impact of that event to the greater Houston area. David: Annual basis over the last 10 years has been over $30 million on average. Every single year, we'll have anywhere between 25 and 30,000 people traveling in, staying in our hotels, restaurants, for three or four days ahead of the event. You've got people they're even driving in, too right, people that are coming in from the outer areas getting to celebrate that event. So that's meaningful, especially when that event specifically happens every year. It's right, it's a re-accuracy. End of the year, end of the year, when a lot of people are traveling for the holidays or maybe not doing as much, we've got an event that brings people into our community. That brings people here that may not be from a drivable distance. They may be coming from, you know, south Carolina, or Louisiana, or Florida, or Colorado Now that the Big 12 has expanded or Arizona, so you know, it really is something that fuels those businesses and gives our community as a whole an opportunity to celebrate around a major event, and we're proud of what that particular event has done, as well as, obviously, many others. Chris: Then we've got a couple of big events on the horizon. I want to talk about some of that. So let's talk about the first one, and that's the national title football college football playoff championship on January 8. It's a huge deal. It's the last one, I guess, of the 14 format, but you know what can we look forward to as Houstonians, with that game right around the corner? David: Well, it's a true celebration of college football, a week-long celebration. So you know, from a community perspective, you know the impact has already started. The Houston Love Teachers campaign that the Harris County, houston Sports Authority and the College Football Playoff local organizing committee has put together is has already generated millions of dollars in support for and recognition of teachers in our community, excuse me and that's an impact that will obviously pay dividends well beyond the game itself on January 8. When you look to event week itself, got four teams and four big brands that are hoping to descend upon Houston right after the New Year's. Chris: Yeah, yeah, so we've got what I mean. I think, any way you slice it, there's four or two teams that show up here are going to have big followings. David: Well, they are, and so you know what that means. It's not just about the 70,000 people that will fill up NRG Stadium. You know, again, the week long of activities, with free concerts every night during the weekend leading up fan fest down at Georgia Brown, which will have all kinds of interactive opportunities for fans to celebrate and enjoy the game of college football. You've got a number of initiatives around the industry itself that you know just further fuel Houston as a destination for business around the sport conferences and events and media opportunities, literally billions, if not trillions, of impressions showcasing our city. Chris: So you're gonna have the eyes of the world really on Houston for that kind of that weekend leading up and, I think, encourage the Houstonians right to get out and enjoy it yeah, no question, I mean it is. David: Houston is one of the best college football markets in the country the, the tax act, texas Bowl and many other events that we hosted. Our place and throughout the city. You've age rice, you know hcu tsu, prairie view. There's so much around college football that really Houston should be part of this destination, going forward on a consistent basis, and I think we'll show that as we bring everybody together here next month very good, yeah, david. Chris: So I think there's a lot to be excited about having the national title game be in our backyard, and I hope Houstonians will show up and take advantage of all the the events that are being planned yeah, it's gonna be an incredible week. David: We've earned the opportunity and I know, just like we did with Super Bowl a few years ago, with Final Four earlier this year, sonians love their sport. They will be out and enjoying another great celebration, and that's something that we should be excited about, and it's not the only one. You look down the road. We've got the world's biggest event coming just two years from now. Chris: As well, and that's the World Cup that's right. David: Yeah, fifa World Cup returns to Houston in 2020, or returns to Houston, comes to Houston in 2026. Houston, one of the venues in North America that was selected and you know just when you think about the opportunity to host five, six, seven, eight events in NRG Stadium with an average audience of a billion people and names like Messi and Neymar and Mbappe, who probably mean a lot to many people in this community but are treated as icons around the globe, and for Houston to have its name among the great markets of the world, at a truly global market which we know from a business perspective and from a from a population perspective. It is but to have that that verification on that type of stage is something that you know. As a community we also be very proud of and Chris Canetti in the World Cup office and Janice Burke and everybody over at NRG Park that ourselves included that helped to be part of making that a reality. We know we got a lot of work ahead to live up those expectations that's great. Chris: Well, david, I appreciate you, you know coming on and sharing some of these specifics. I want to ask you just a few more questions about you personally. What was your first job before days? You know the years before you were the intern of Houston Texas so I my first job I'm gonna go with. David: I've got a 1, 1a, all right. So my first job really was I worked at a Kroger in Kingwood as a checker or, sorry, as a bagger. But my my first quote real job I didn't have that one very long was I. I ended up being a server at Kingwood Country Club and the reason I say that was my first real job is that I worked in the service industry throughout my career. I mean, I still do today, obviously, but I worked in the service industry for 10 years, all the way through my time in Austin, going to school at UT, and I will tell you that nothing will teach you more about the world good and bad, than working in the service industry and I am so appreciative of the opportunities that I got to again. Start with something simple as that. But as a funny story, chris, I will say my crowning achievement as a server is I did serve as Don Johnson, the actor, don Johnson's waiter for the 10 cup rap party, because Tim Cup was hosting. That's right and so I do have that up by resume. Chris: So there you go see one of the benefits of living in Kingwood that's right. Yeah, one of the many I'll add okay, so since you work so much in, I guess, service hospitality, this will be easy for you. All right, you prefer Tex-Mex or barbecue? Tex-mex all day long all right, and this one's gonna be hard for you to answer okay maybe not. If you could do a 30-day sabbatical, where would you go? What? David: would you do? That is a great question. I don't think it's very. I don't think it's very hard for me at all. I am an avid skier and my family and I have been fortunate enough to spend a lot of time in Park City, utah, and I try and get the 30 days even now it's not possible to do in our work, but I love Park City probably more than any place else in this planet, and so I'd love to be able to go up my family for three days and just ski our behinds off got you. Chris: Well, that's great. That's a good one. David, thanks again for taking the time. Congratulations to you and the rest of the team back at Energy Park, the Texans LSSE, for all you do for Houston well. David: Thank you, chris, and we appreciate your support and involvement as well. Special Guest: David Fletcher.

David: Hi, and welcome to the podcast. In today's episode, co host Jay McFarland and I will be discussing the AI Approach to Multiply Your Sales. This is part one in a multiple part series, and we're going to start off with targeting, communication, and reach. Welcome back, Jay. Jay: Hey, David, it's great to be with you. I'm really excited about this series because I think a lot of people shy away from AI. Or they're getting into it and they're hearing a lot of the things that it can do, but they're not sure how to approach it or even if it's the right thing to do for their business. David: Yes. Agreed. And the way this actually came about is that we've been talking for a while over the course of the past several weeks in particular about multiplying your sales. And some people really struggle with this concept. And I thought, well, what does AI have to say on the topic, and how does what AI says about it relate to what we do, and how we help our clients, and do these things line up? So I thought what I'd do is I'd take the answer to the question when we asked AI, "What are your best recommendations in terms of multiplying sales," to see what AI says and then compare that with what we're doing. And so the first three recommendations that it had were based on targeting, communication, and reach. Those are my words, not AI words in particular. But that's pretty much what it broke down to, so I figured that's what we'd start with. Jay: I love it. We're going to do a podcast on AI, and we've asked AI what it thinks first, and now we're going to psychoanalyze AI to see if it's in line. David: Well, to see how it lines up. Because one of the things that I found interesting was that when I asked it about multiplying sales, it was coming back with responses that talked about increasing sales. And so I asked it specifically to come up with recommendations based on multiplying sales. And at first it seemed resistant to that. So it talked about growing sales and multiplying sales. But this is where it landed. So I figured we'd start with this. Now, I had asked it to prioritize these things. I'm not quite sure if it did. But this is what it came back with. So the very first recommendation that it had in terms of multiplying sales. I'll tell you specifically what it said first and then we can discuss it. So the first thing that it recommended is it said: 1. Define Your Target Audience. Clearly identify your ideal customers and understand their needs, preferences, and pain points. So, that's how it started. What do you think of that take? Jay: It sounds very, very traditional, very typical, common knowledge. The first thing that I learned in a sales class years ago, identifying your target audience. But I feel like that's so basic, and when you talk about multiplying sales, I tend to think that's more about taking the existing clientele and getting them to spend more. That's what I think about. David: I tend to think that way as well, but I thought it's a pretty good jumping off point because whether your target audience means your existing clients and the new clients that you want to go after, I think it makes a whole lot of sense to lead with, determining who it is that you're going to be going after. I relate a lot of this to what we do in our Total Market Domination course. One of the very first things we do in our course is we have a three level system of targeting. So what AI is recommending here in sort of a general sense, in terms of defining your target market, is something that we really dive into pretty heavily with our clients. Because without that targeting up front, if you don't know exactly who it is that you're going after, who your ideal client is, the likelihood of bringing an ideal client through the door is Is generally slim to none. Jay: Yeah. And you know, we've talked a lot about this in the past that knowing who your target audience is,

David was the chief software architect and director of engineering at Stitch Fix. He's also the author of a number of books including Sustainable Web Development with Ruby on Rails and most recently Ruby on Rails Background Jobs with Sidekiq. He talks about how he made decisions while working with a medium sized team (~200 developers) at Stitch Fix. The audio quality for the first 19 minutes is not great but the correct microphones turn on right after that. Recorded at RubyConf 2023 in San Diego. A few topics covered: Ruby's origins at Stitch Fix Thoughts on Go Choosing technology and cloud services Moving off heroku Building a platform team Where Ruby and Rails fit in today The role of books and how different people learn Large Language Model's effects on technical content Related Links David's Blog Mastodon Transcript You can help correct transcripts on GitHub. Intro [00:00:00] Jeremy: Today. I want to share another conversation from RubyConf San Diego. This time it's with David Copeland. He was a chief software architect and director of engineering at stitch fix. And at the start of the conversation, you're going to hear about why he decided to write the book, sustainable web development with Ruby on rails. Unfortunately, you're also going to notice the sound quality isn't too good. We had some technical difficulties. But once you hit the 20 minute mark of the recording, the mics are going to kick in. It's going to sound way better. So I hope you stick with it. Enjoy. Ruby at Stitch Fix [00:00:35] David: Stitch Fix was a Rails shop. I had done a lot of Rails and learned a lot of things that worked and didn't work, at least in that situation. And so I started writing them down and I was like, I should probably make this more than just a document that I keep, you know, privately on my computer. Uh, so that's, you know, kind of, kind of where the genesis of that came from and just tried to, write everything down that I thought what worked, what didn't work. Uh, if you're in a situation like me. Working on a product, with a medium sized, uh, team, then I think the lessons in there will be useful, at least some of them. Um, and I've been trying to keep it up over, over the years. I think the first version came out a couple years ago, so I've been trying to make sure it's always up to date with the latest stuff and, and Rails and based on my experience and all that. [00:01:20] Jeremy: So it's interesting that you mention, medium sized team because, during the, the keynote, just a few moments ago, Matz the creator of Ruby was talking about how like, Oh, Rails is really suitable for this, this one person team, right? Small, small team. And, uh, he was like, you're not Google. So like, don't worry about, right. Can you scale to that level? Yeah. Um, and, and I wonder like when you talk about medium size or medium scale, like what are, what are we talking? [00:01:49] David: I think probably under 200 developers, I would say. because when I left Stitch Fix, it was closing in on that number of developers. And so it becomes, you know, hard to... You can kind of know who everybody is, or at least the names sound familiar of everybody. But beyond that, it's just, it's just really hard. But a lot of it was like, I don't have experience at like a thousand developer company. I have no idea what that's like, but I definitely know that Rails can work for like... 200 ish people how you can make it work basically. yeah. [00:02:21] Jeremy: The decision to use Rails, I'm assuming that was made before you joined? [00:02:26] David: Yeah, the, um, the CTO of Stitch Fix, he had come in to clean up a mess made by contractors, as often happens. They had used Django, which is like the Python version of Rails. And he, the CTO, he was more familiar with Rails. So the first two developers he hired, also familiar with Rails. There wasn't a lot to maintain with the Django app, so they were like, let's just start fresh, fresh with Rails. yeah, but it's funny because a lot of the code in that Rails app was, like, transliterated from Python. So you could, it would, it looked like the strangest Ruby code in the world because it was basically, there was no test. So they were like, let's just write the Ruby version of this Python just so we know it works. but obviously that didn't, didn't last forever, so. [00:03:07] Jeremy: So, so what's an example of a, of a tell? Where you're looking at the code and you're like, oh, this is clearly, it came from Python. [00:03:15] David: You'd see like, very, very explicit, right? Like Python, there's a lot of like single line things. very like, this sounds like a dig, but it's very simple looking code. Like, like I don't know Python, but I was able to change this Django app. And I had to, I could look at it and you can figure out immediately how it works. Cause there's. Not much to it. There's nothing fancy. So, like, this, this Ruby code, there was nothing fancy. You'd be like, well, maybe they should have memoized that, or maybe they should have taken that into another class, or you could have done this with a hash or something like that. So there was, like, none of that. It was just, like, really basic, plain code like you would see in any beginning programming language kind of thing. Which is at least nice. You can understand it. but you probably wouldn't have written it that way at first in Ruby. Thoughts on Go [00:04:05] Jeremy: Yeah, that's, that's interesting because, uh, people sometimes talk about the Go programming language and how it looks, I don't know if simple is the right word, but it's something where you look at the code and even if you don't necessarily understand Go, it's relatively straightforward. Yeah. I wonder what your thoughts are on that being a strength versus that being, like, [00:04:25] David: Yeah, so at Stitch Fix at one point we had a pro, we were moving off of Heroku and we were going to, basically build a deployment platform using ECS on AWS. And so the deployment platform was a Rails app and we built a command line tool using Ruby. And it was fine, but it was a very complicated command line tool and it was very slow. And so one of the developers was like, I'm going to rewrite it in Go. I was like, ugh, you know, because I just was not a big fan. So he rewrote it in Go. It was a bazillion times faster. And then I was like, okay, I'm going to add, I'll add a feature to it. It was extremely easy. Like, it's just like what you said. I looked at it, like, I don't know anything about Go. I know what is happening here. I can copy and paste this and change things and make it work for what I want to do. And it did work. And it was, it was pretty easy. so there's that, I mean, aesthetically it's pretty ugly and it's, I, I. I can't really defend that as a real reason to not use it, but it is kind of gross. I did do Go, I did a small project in Go after Stitch Fix, and there's this vibe in Go about like, don't create abstractions. I don't know where I got that from, but every Go I look at, I'm like we should make an abstraction for this, but it's just not the vibe. They just don't like doing that. They like it all written out. And I see the value because you can look at the code and know what it does and you don't have to chase abstractions anywhere. But. I felt like I was copying and pasting a lot of, a lot of things. Um, so I don't know. I mean, the, the team at Stitch Fix that did this like command line app in go, they're the platform team. And so their job isn't to write like web apps all day, every day. There's kind of in and out of all kinds of things. They have to try to figure out something that they don't understand quickly to debug a problem. And so I can see the value of something like go if that's your job, right? You want to go in and see what the issue is. Figure it out and be done and you're not going to necessarily develop deep expertise and whatever that thing is that you're kind of jumping into. Day to day though, I don't know. I think it would make me kind of sad. (laughs) [00:06:18] Jeremy: So, so when you say it would make you kind of sad, I mean, what, what about it? Is it, I mean, you mentioned that there's a lot of copy and pasting, so maybe there's code duplication, but are there specific things where you're like, oh, I just don't? [00:06:31] David: Yeah, so I had done a lot of Java in my past life and it felt very much like that. Where like, like the Go library for making an HTTP call for like, I want to call some web service. It's got every feature you could ever want. Everything is tweakable. You can really, you can see why it's designed that way. To dial in some performance issue or solve some really esoteric thing. It's there. But the problem is if you just want to get an JSON, it's just like huge production. And I felt like that's all I really want to do and it's just not making it very easy. And it just felt very, very cumbersome. I think that having to declare types also is a little bit of a weird mindset because, I mean, I like to make types in Ruby, I like to make classes, but I also like to just use hashes and stuff to figure it out. And then maybe I'll make a class if I figure it out, but Go, you can't. You have to have a class, you have to have a type, you have to think all that ahead of time, and it just, I'm not used to working that way, so it felt, I mean, I guess I could get used to it, but I just didn't warm up to that sort of style of working, so it just felt like I was just kind of fighting with the vibe of the language, kind of. Yeah, [00:07:40] Jeremy: so it's more of the vibe or the feel where you're writing it and you're like this seems a little too... Explicit. I feel like I have to be too verbose. It just doesn't feel natural for me to write this. [00:07:53] David: Right, it's not optimized for what in my mind is the obvious case. And maybe that's not the obvious case for the people that write Go programs. But for me, like, I just want to like get this endpoint and get the JSON back as a map. Not any easier than any other case, right? Whereas like in Ruby, right? And you can, I think if you include net HTTP, you can just type get. And it will just return whatever that is. Like, that's amazing. It's optimized for what I think is a very common use case. So it makes me feel really productive. It makes me feel pretty good. And if that doesn't work out long term, I can always use something more complicated. But I'm not required to dig into the NetHttp library just to do what in my mind is something very simple. [00:08:37] Jeremy: Yeah, I think that's something I've noticed myself in working with Ruby. I mean, you have the standard library that's very... Comprehensive and the API surface is such that, like you said there, when you're trying to do common tasks, a lot of times they have a call you make and it kind of does the thing you expected or hoped for. [00:08:56] David: Yeah, yeah. It's kind of, I mean, it's that whole optimized for programmer happiness thing. Like it does. That is the vibe of Ruby and it seems like that is still the way things are. And, you know, I, I suppose if I had a different mindset, I mean, because I work with developers who did not like using Ruby or Rails. They loved using Go or Java. And I, I guess there's probably some psychological analysis we could do about their background and history and mindset that makes that make sense. But, to me, I don't know. It's, it's nice when it's pleasant. And Ruby seems pleasant. (laughs) Choosing Technology [00:09:27] Jeremy: as a... Software Architect, or as a CTO, when, when you're choosing technology, what are some of the things you look at in terms of, you know? [00:09:38] David: Yeah, I mean, I think, like, it's a weird criteria, but I think what is something that the team is capable of executing with? Because, like, most, right, most programming languages all kind of do the same thing. Like, you can kind of get most stuff done in most common popular programming languages. So, it's probably not... It's not true that if you pick the wrong language, you can't build the app. Like, that's probably not really the case. At least for like a web app or something. so it's more like, what is the team that's here to do it? What are they comfortable and capable of doing? I worked on a project with... It was a mix of like junior engineers who knew JavaScript, and then some senior engineers from Google. And for whatever reason someone had chosen a Rails app and none of them were comfortable or really yet competent with doing Ruby on Rails and they just all hated it and like it didn't work very well. Um, and so even though, yes, Rails is a good choice for doing stuff for that team at that moment. Not a good choice. Right. So I think you have to go in and like, what, what are we going to be able to execute on so that when the business wants us to do something, we just do it. And we don't complain and we don't say, Oh, well we can't because this technology that we chose, blah, blah, blah. Like you don't ever want to say that if possible. So I think that's. That's kind of the, the top thing. I think second would be how widely supported is it? Like you don't want to be the cutting edge user that's finding all the bugs in something really. Like you want to use something that's stable. Postgres, MySQL, like those work, those are fine. The bugs have been sorted out for most common use cases. Some super fancy edge database, I don't know if I'd want to be doing, doing that you know? Choosing cloud services [00:11:15] Jeremy: How do you feel about the cloud specific services and databases? Like are you comfortable saying like, oh, I'm going to use... Google Cloud, BigQuery. Yeah. [00:11:27] David: That sort of thing. I think it would kind of fall under the same criteria that I was just, just saying like, so with AWS it's interesting 'cause when we moved from Heroku to AWS by EC2 RDS, their database thing, uh, S3, those have been around for years, probably those are gonna work, but they always introduce new things. Like we, we use RabbitMQ and AWS came out with. Some, I forget what it was, it was a queuing service similar to Rabbit. We were like, Oh, maybe we should switch to that. But it was clear that they weren't really ready to support it. So. Yeah, so we didn't, we didn't switch to that. So I, you gotta try to read the tea leaves of the provider to see are they committed to, to supporting this thing or is this there to get some enterprise client to move into the cloud. And then the idea is to move off of that transitional thing into what they do support. And it's hard to get a clear answer from them too. So it takes a little bit of research to figure out, Are they going to support this or not? Because that's what you don't want. To move everything into some very proprietary cloud system and have them sunset it and say, Oh yeah, now you've got to switch again. Uh, that kind of sucks. So, it's a little trickier. [00:12:41] Jeremy: And what kind of questions or research do you do? Is it purely a function of this thing has existed for X number of years so I feel okay? [00:12:52] David: I mean, it's kind of similar to looking at like some gem you're going to add to your project, right? So you'll, you'll look at how often does it change? Is it being updated? Uh, what is the documentation? Does it look like someone really cared about the documentation? Does the documentation look updated? Are there issues with it that are being addressed or, or not? Um, so those are good signals. I think, talking to other practitioners too can be good. Like if you've got someone who's experienced. You can say, hey, do you know anybody back channeling through, like, everybody knows somebody that works at AWS, you can probably try to get something there. at Stitch Fix, we had an enterprise support contract, and so your account manager will sometimes give you good information if you ask. Again, it's a, they're not going to come out and say, don't use this product that we have, but they might communicate that in a subtle way. So you have to triangulate from all these sources to try to. to try to figure out what, what you want to do. [00:13:50] Jeremy: Yeah, it kind of makes me wish that there was a, a site like, maybe not quite like, can I use, right? Can I use, you can see like, oh, can I use this in my browser? Is there, uh, like an AWS or a Google Cloud? Can I trust this? Can I trust this? Yeah. Is this, is this solid or not? [00:14:04] David: Right, totally. It's like, there's that, that site where you, it has all the Apple products and it says whether or not you should buy it because one may or may not be coming out or they may be getting rid of it. Like, yeah, that would... For cloud services, that would be, that would be nice. [00:14:16] Jeremy: Yeah, yeah. That's like the Mac Buyer's Guide. And then we, we need the, uh, the technology. Yeah. Maybe not buyers. Cloud Provider Buyer's Guide, yeah. I guess we are buyers. [00:14:25] David: Yeah, yeah, totally, totally. [00:14:27] Jeremy: it's interesting that you, you mentioned how you want to see that, okay, this thing is mature. I think it's going to stick around because, I, interviewed, someone who worked on, I believe it was the CloudWatch team. Okay. Daniel Vassalo, yeah. so he left AWS, uh, after I think about 10 years, and then he wrote a book called, uh, The Good Parts of AWS. Oh! And, if you read his book, most of the services he says to use are the ones that are, like, old. Yeah. He's, he's basically saying, like, S3, you know you're good. Yeah. Right? but then all these, if you look at the AWS webpage, they have who knows, I don't know how many hundreds of services. Yeah. He's, he's kind of like I worked there and I would not use, you know, all these new services. 'cause I myself, I don't trust [00:15:14] David: it yet. Right. And so, and they're working there? Yeah, they're working there. Yeah. No. One of the VPs at Stitch Fix had worked on Google Cloud and so when we were doing this transition from Heroku, he was like, we are not using Google Cloud. I was like, really? He's like AWS is far ahead of the game. Do not use Google Cloud. I was like, all right, I don't need any more info. You work there. You said don't. I'm gonna believe you. So [00:15:36] Jeremy: what, what was his did he have like a core point? [00:15:39] David: Um, so he never really had anything bad to say about Google per se. Like I think he enjoyed his time there and I think he thought highly of who he worked with and what he worked on and that sort of thing. But his, where he was coming from was like AWS was so far ahead. of Google on anything that we would use, he was like, there's, there's really no advantage to, to doing it. AWS is a known quantity, right? it's probably still the case. It's like, you know, you've heard the nobody ever got fired for using IBM or using Microsoft or whatever the thing is. Like, I think that's, that was kind of the vibe. And he was like, moving all of our infrastructure right before we're going to go public. This is a serious business. We should just use something that we know will work. And he was like, I know this will work. I'm not confident about. Google, uh, for our use case. So we shouldn't, we shouldn't risk it. So I was like, okay, I trust you because I didn't know anything about any of that stuff at the time. I knew Heroku and that was it. So, yeah. [00:16:34] Jeremy: I don't know if it's good or bad, but like you said, AWS seems to be the default choice. Yeah. And I mean, there's people who use Azure. I assume it's mostly primarily Microsoft. Yeah. And then there's Google Cloud. It's not really clear why you would pick it, unless there was a specific service or something that only they had. [00:16:55] David: Yeah, yeah. Or you're invested in Google, you know, you want to keep everything there. I mean, I don't know. I haven't really been at that level to make that kind of decision, and I would probably choose AWS for the reasons discussed, but, yeah. Moving off Heroku [00:17:10] Jeremy: And then, so at Stitch Fix, you said you moved off of Heroku [00:17:16] David: yeah. Yeah, so we were heavy into Heroku. I think that we were told that at one point we had the biggest Heroku Postgres database on their platform. Not a good place to be, right? You never want to be the biggest customer person, usually. but the problem we were facing was essentially we were going to go public. And to do that, you're under all the scrutiny. about many things, including the IT systems and the security around there. So, like, by default, a Postgres, a Heroku Postgres database is, like, on the internet. It's only secured by the password. all their services are on the internet. So, not, not ideal. they were developing their private cloud service at that time. And so that would have given us, in theory, on paper, it would have solved all of our problems. And we liked Heroku and we liked the developer experience. It was great. but... Heroku private spaces, it was still early. There's a lot of limitations that when they explained why those limitations, they were reasonable. And if we had. started from scratch on Heroku Private Spaces. It probably would have worked great, but we hadn't. So we just couldn't make it work. So we were like, okay, we're going to have to move to AWS so that everything can be basically off the internet. Like our public website needs to be on the internet and that's kind of it. So we need to, so that's basically was the, was the impetus for that. but it's too bad because I love Heroku. It was great. I mean, they were, they were a great partner. They were great. I think if Stitch Fix had started life a year later, Private Spaces. Now it's, it's, it's way different than it was then. Cause it's been, it's a mature product now, so we could have easily done that, but you know, the timing didn't work out, unfortunately. [00:18:50] Jeremy: And that was a compliance thing to, [00:18:53] David: Yeah. And compliance is weird cause they don't tell you what to do, but they give you some parameters that you need to meet. And so one of them is like how you control access. So, so going public, the compliance is around the financial data and. Ensuring that the financial data is accurate. So a lot of the systems at Stichfix were storing the financial data. We, you know, the warehouse management system was custom made. Uh, all the credit card processing was all done, like it was all in some databases that we had running in Heroku. And so those needed to be subject to stricter security than we could achieve with just a single password that we just had to remember to rotate when someone like left the team. So that was, you know, the kind of, the kind of impetus for, for all of that. [00:19:35] Jeremy: when you were using Heroku, Salesforce would have already owned it then. Did you, did you get any sense that you weren't really sure about the future of the platform while you're on it or, [00:19:45] David: At that time, no, it seemed like they were still innovating. So like, Heroku has a Redis product now. They didn't at the time we wish that they did. They told us they're working on it, but it wasn't ready. We didn't like using the third parties. Kafka was not a thing. We very much were interested in that. We would have totally used it if it was there. So they were still. Like doing bigger innovations then, then it seems like they are now. I don't know. It's weird. Like they're still there. They still make money, I assume for Salesforce. So it doesn't feel like they're going away, but they're not innovating at the pace that they were kind of back in the day. [00:20:20] Jeremy: it used to feel like when somebody's asking, I want to host a Rails app. Then you would say like, well, use Heroku because it's basically the easiest to get started. It's a known quantity and it's, it's expensive, but, it seemed for, for most people, it was worth it. and then now if I talk to people, it's like. Not what people suggest anymore. [00:20:40] David: Yeah, because there's, there's actual competitors. It's crazy to me that there was no competitors for years, and now there's like, Render and Fly. io seem to be the two popular alternatives. Um, I doubt they're any cheaper, honestly, but... You get a sense, right, that they're still innovating, still building those platforms, and they can build with, you know, all of the knowledge of what has come before them, and do things differently that might, that might help. So, I still use Heroku for personal things just because I know it, and I, you know, sometimes you don't feel like learning a new thing when you just want to get something done, but, yeah, I, I don't know if we were starting again, I don't know, maybe I'd look into those things. They, they seem like they're getting pretty mature and. Heroku's resting on its laurels, still. [00:21:26] Jeremy: I guess I never quite the mindset, right? Where you You have a platform that's doing really well and people really like it and you acquire it and then it just It seems like you would want to keep it rolling, right? (laughs) [00:21:38] David: Yeah, it's, it is wild, I mean, I guess... Why did you, what was Salesforce thinking they were going to get? Uh, who knows maybe the person at Salesforce that really wanted to purchase it isn't there. And so no one at Salesforce cares about it. I mean, there's all these weird company politics that like, who knows what's going on and you could speculate. all day. What's interesting is like, there's definitely some people in the Ruby community who work there and still are working there. And that's like a little bit of a canary for me. I'm like, all right, well, if that person's still working there, that person seems like they're on the level and, and, and, and seems pretty good. They're still working there. It, it's gotta be still a cool place to be or still doing something, something good. But, yeah, I don't know. I would, I would love to know what was going on in all the Salesforce meetings about acquiring that, how to manage it. What are their plans for it? I would love to know that stuff. [00:22:29] Jeremy: maybe you had some experience with this at Stitch Fix But I've heard with Heroku some of their support staff at least in the past they would, to some extent, actually help you troubleshoot, like, what's going on with your app. Like, if your app is, like, using a whole bunch of memory, and you're out of memory, um, they would actually kind of look into that, for you, which is interesting, because it's like, that's almost like a services thing than it is just a platform. [00:22:50] David: Yeah. I mean, they, their support, you would get, you would get escalated to like an engineer sometimes, like who worked on that stuff and they would help figure out what the problem was. Like you got the sense that everybody there really wanted the platform to be good and that they were all sort of motivated to make sure that everybody. You know, did well and used the platform. And they also were good at, like a thing that trips everybody up about Heroku is that your app restarts every day. And if you don't know anything about anything, you might think that is stupid. Why, why would I want that? That's annoying. And I definitely went through that and I complained to them a lot. And I'm like, if you only could not restart. And they very patiently and politely explained to me why that it needed to do that, they weren't going to remove that, and how to think about my app given that reality, right? Which is great because like, what company does that, right? From the engineers that are working on it, like No, nobody does that. So, yeah, no, I haven't escalated anything to support at Heroku in quite some time, so I don't know if it's still like that. I hope it is, but I'm not really, not really sure. Building a platform team [00:23:55] Jeremy: Yeah, that, uh, that reminds me a little bit of, I think it's Rackspace? There's, there's, like, another hosting provider that was pretty popular before, and they... Used to be famous for that type of support, where like your, your app's having issues and somebody's actually, uh, SSHing into your box and trying to figure out like, okay, what's going on? which if, if that's happening, then I, I can totally see where the, the price is justified. But if the support is kind of like dropping off to where it's just, they don't do that kind of thing, then yeah, I can see why it's not so much of a, yeah, [00:24:27] David: We used to think of Heroku as like they were the platform team before we had our own platform team and they, they acted like it, which was great. [00:24:35] Jeremy: Yeah, I don't have, um, experience with, render, but I, I, I did, talk to someone from there, and it does seem like they're, they're trying to fill that role, um, so, yeah, hopefully, they and, and other companies, I guess like Vercel and things like that, um, they're, they're all trying to fill that space, [00:24:55] David: Yeah, cause, cause building our own internal platform, I mean it was the right thing to do, but it's, it's a, you can't just, you have to have a team on it, it's complicated, getting all the stuff in AWS to work the way you want it to work, to have it be kind of like Heroku, like it's not trivial. if I'm a one person company, I don't want to be messing around with that particularly. I want to just have it, you know, push it up and have it go and I'm willing to pay for that. So it seems logical that there would be competitors in that space. I'm glad there are. Hopefully that'll light a fire under, under everybody. [00:25:26] Jeremy: so in your case, it sounds like you moved to having your own platform team and stuff like that, uh, partly because of the compliance thing where you're like, we need our, we need to be isolated from the internet. We're going to go to AWS. If you didn't have that requirement, do you still think like that would have been the time to, to have your own platform team and manage that all yourself? [00:25:46] David: I don't know. We, we were thinking an issue that we were running into when we got bigger, um, was that, I mean, Heroku, it, It's obviously not as flexible as AWS, but it is still very flexible. And so we had a lot of internal documentation about this is how you use Heroku to do X, Y, and Z. This is how you set up a Stitch Fix app for Heroku. Like there was just the way that we wanted it to be used to sort of. Just make it all manageable. And so we were considering having a team spun up to sort of add some tooling around that to sort of make that a little bit easier for everybody. So I think there may have been something around there. I don't know if it would have been called a platform team. Maybe we call, we thought about calling it like developer happiness or because you got developer experience or something. We, we probably would have had something there, but. I do wonder how easy it would have been to fund that team with developers if we hadn't had these sort of business constraints around there. yeah, um, I don't know. You get to a certain size, you need some kind of manageability and consistency no matter what you're using underneath. So you've got to have, somebody has to own it to make sure that it's, that it's happening. [00:26:50] Jeremy: So even at your, your architect level, you still think it would have been a challenge to, to. Come to the executive team and go like, I need funding to build this team. [00:27:00] David: You know, certainly it's a challenge because everybody, you know, right? Nobody wants to put developers in anything, right? There are, there are a commodity and I mean, that is kind of the job of like, you know, the staff engineer or the architect at a company is you don't have, you don't have the power to put anybody on anything you, you have the power to Schedule a meeting with a VP or the CTO and they will listen to you. And that's basically, you've got to use that power to convince them of what you want done. And they're all reasonable people, but they're balancing 20 other priorities. So it would, I would have had to, it would have been a harder case to make that, Hey, I want to take three engineers. And have them write tooling to make Heroku easier to use. What? Heroku is not easy to use. Why aren't, you know, so you really, I would, it would be a little bit more of a stretch to walk them through it. I think a case could be made, but, definitely would take some more, more convincing than, than what was needed in our case. [00:27:53] Jeremy: Yeah. And I guess if you're able to contrast that with, you were saying, Oh, I need three people to help me make Heroku easier. Your actual platform team on AWS, I imagine was much larger, right? [00:28:03] David: Initially it was, there was, it was three people did the initial move over. And so by the time we went public, we'd been on this new system for, I don't know, six to nine months. I can't remember exactly. And so at that time the platform team was four or five people, and I, I mean, so percentage wise, right, the engineering team was maybe almost 200, 150, 200. So percentage wise, maybe a little small, I don't know. but it kind of gets back to the power of like the rails and the one person framework. Like everything we did was very much the same And so the Rails app that managed the deployment was very simple. The, the command line app, even the Go one with all of its verbosity was very, very simple. so it was pretty easy for that small team to manage. but, Yeah, so it was sort of like for redundancy, we probably needed more than three or four people because you know, somebody goes out sick or takes a vacation. That's a significant part of the team. But in terms of like just managing the complexity and building it and maintaining it, like it worked pretty well with, you know, four or five people. Where Rails fits in vs other technology [00:29:09] Jeremy: So during the Keynote today, they were talking about how companies like GitHub and Shopify and so on, they're, they're using Rails and they're, they're successful and they're fairly large. but I think the thing that was sort of unsaid was the fact that. These companies, while they use Rails, they use a lot of other, technology as well. And, and, and kind of increasing amounts as well. So, I wonder from your perspective, either from your experience at StitchFix or maybe going forward, what is the role that, that Ruby and Rails plays? Like, where does it make sense for that to be used versus like, Okay, we need to go and build something in Java or, you know, or Go, that sort of thing? [00:29:51] David: right. I mean, I think for like your standard database backed web app, it's obviously great. especially if your sort of mindset bought into server side rendering, it's going to be great at that. so like internal tools, like the customer service dashboard or... You know, something for like somebody who works at a company to use. Like, it's really great because you can go super fast. You're not going to be under a lot of performance constraints. So you kind of don't even have to think about it. Don't even have to solve it. You can, but you don't have to, where it wouldn't work, I guess, you know, if you have really strict performance. Requirements, you know, like a, a Go version of some API server is going to use like percentages of what, of what Rails would use. If that's meaningful, if what you're spending on memory or compute is, is meaningful, then, then yeah. That, that becomes worthy of consideration. I guess if you're, you know, if you're making a mobile app, you probably need to make a mobile app and use those platforms. I mean, I guess you can wrap a Rails app sort of, but you're still making, you still need to make a mobile app, that does something. yeah. And then, you know, interestingly, the data science part of Stitch Fix was not part of the engineering team. They were kind of a separate org. I think Ruby and Rails was probably the only thing they didn't use over there. Like all the ML stuff, everything is either Java or Scala or Python. They use all that stuff. And so, yeah, if you want to do AI and ML with Ruby, you, it's, it's hard cause there's just not a lot there. You really probably should use Python. It'll make your life easier. so yeah, those would be some of the considerations, I guess. [00:31:31] Jeremy: Yeah, so I guess in the case of, ML, Python, certainly, just because of the, the ecosystem, for maybe making a command line application, maybe Go, um, Go or Rust, perhaps, [00:31:44] David: Right. Cause you just get a single binary. Like the problem, I mean, I wrote this book on Ruby command line apps and the biggest problem is like, how do I get the Ruby VM to be anywhere so that it can then run my like awesome scripts? Like that's kind of a huge pain. (laughs) So [00:31:59] Jeremy: and then you said, like, if it's Very performance sensitive, which I am kind of curious in, in your experience with the companies you've worked at, when you're taking on a project like that, do you know up front where you're like, Oh, the CPU and memory usage is going to be a problem, or is it's like you build it and you're like, Oh, this isn't working. So now I know. [00:32:18] David: yeah, I mean, I, I don't have a ton of great experience there at Stitch Fix. The biggest expense the company had was the inventory. So like the, the cost of AWS was just de minimis compared to all that. So nobody ever came and said, Hey, you've got to like really save costs on, on that stuff. Cause it just didn't really matter. at the, the mental health startup I was at, it was too early. But again, the labor costs were just far, far exceeded the amount of money I was spending on, on, um, you know, compute and infrastructure and stuff like that. So, Not knowing anything, I would probably just sort of wait and see if it's a problem. But I suppose you always take into account, like, what am I actually building? And like, what does this business have to scale to, to make it worthwhile? And therefore you can kind of do a little bit of planning ahead there. But, I dunno, I think it would kind of have to depend. [00:33:07] Jeremy: There's a sort of, I guess you could call it a meme, where people say like, Oh, it's, it's not, it's not Rails that's slow, it's the, the database that's slow. And, uh, I wonder, is that, is that accurate in your experience, or, [00:33:20] David: I mean, most of the stuff that we had that was slow was the database, because like, it's really easy to write a crappy query in Rails if you're not, if you're not careful, and then it's really easy to design a database that doesn't have any indexes if you're not careful. Like, you, you kind of need to know that, But of course, those are easy to fix too, because you just add the index, especially if it's before the database gets too big where we're adding indexes is problematic. But, I think those are just easy performance mistakes to make. Uh, especially with Rails because you're not, I mean, a lot of the Rails developers at Citrix did not know SQL at all. I mean, they had to learn it eventually, but they didn't know it at all. So they're not even knowing that what they're writing could possibly be problematic. It's just, you're writing it the Rails way and it just kind of works. And at a small scale, it does. And it doesn't matter until, until one day it does. [00:34:06] Jeremy: And then in, in the context of, let's say, using ActiveRecord and instantiating the objects, or, uh, the time it takes to render templates, that kinds of things, to, at least in your experience, that wasn't such of an issue. [00:34:20] David: No, and it was always, I mean, whenever we looked at why something was slow, it was always the database and like, you know, you're iterating over some active records and then, and then, you know, you're going into there and you're just following this object graph. I've got a lot of the, a lot of the software at Stitch Fix was like internal stuff and it was visualizing complicated data out of the database. And so if you didn't think about it, you would just start dereferencing and following those relationships and you have this just massive view and like the HTML is fine. It's just that to render this div, you're. Digging into some active record super deep. and so, you know, that was usually the, the, the problems that we would see and they're usually easy enough to fix by making an index or. Sometimes you do some caching or something like that. and that solved most of the, most of the issues [00:35:09] Jeremy: The different ways people learn [00:35:09] Jeremy: so you're also the author of the book, Sustainable Web Development with Ruby on Rails. And when you talk to people about like how they learn things, a lot of them are going on YouTube, they're going on, uh, you know, looking for blogs and things like that. And so as an author, what do you think the role is of, of books now? Yeah, [00:35:29] David: I have thought about this a lot, because I, when I first got started, I'm pretty old, so books were all you had, really. Um, so they seem very normal and natural to me, but... does someone want to sit down and read a 400 page technical book? I don't know. so Dave Thomas who runs Pragmatic Bookshelf, he was on a podcast and was asked the same question and basically his answer, which is my answer, is like a long form book is where you can really lay out your thinking, really clarify what you mean, really take the time to develop sometimes nuanced, examples or nuanced takes on something that are Pretty hard to do in a short form video or in a blog post. Because the expectation is, you know, someone sends you an hour long YouTube video, you're probably not going to watch that. Two minute YouTube video is sure, but you can't, you can't get into so much, kind of nuanced detail. And so I thought that was, was right. And that was kind of my motivation for writing. I've got some thoughts. They're too detailed. It's, it's too much set up for a blog post. There's too much of a nuanced element to like, really get across. So I need to like, write more. And that means that someone's going to have to read more to kind of get to it. But hopefully it'll be, it'll be valuable. one of the sessions that we're doing later today is Ruby content creators, where it's going to be me and Noel Rappin and Dave Thomas representing the old school dudes that write books and probably a bunch of other people that do, you know, podcasts videos. It'd be interesting to see, I really want to know how do people learn stuff? Because if no one reads books to learn things, then there's not a lot of point in doing it. But if there is value, then, you know. It should be good and should be accessible to people. So, that's why I do it. But I definitely recognize maybe I'm too old and, uh, I'm not hip with the kids or, or whatever, whatever the case is. I don't know. [00:37:20] Jeremy: it's tricky because, I think it depends on where you are in the process of learning that thing. Because, let's say, you know a fair amount about the technology already. And you look at a book, in a lot of cases it's, it's sort of like taking you from nothing to something. And so you're like, well, maybe half of this isn't relevant to me, but then if I don't read it, then I'm probably missing a lot still. And so you're in this weird in be in between zone. Another thing is that a lot of times when people are trying to learn something, they have a specific problem. And, um, I guess with, with books, it's, you kind of don't know for sure if the thing you're looking for is going to be in the book. [00:38:13] David: I mean, so my, so my book, I would not say as a beginner, it's not a book to learn how to do Rails. It's like you already kind of know Rails and you want to like learn some comprehensive practices. That's what my book is for. And so sometimes people will ask me, I don't know Rails, should I get your book? And I'm like, no, you should not. but then you have the opposite thing where like the agile web development with Rails is like the beginner version. And some people are like, Oh, it's being updated for Rails 7. Should I get it? I'm like, probably not because How to go from zero to rails hasn't changed a lot in years. There's not that much that's going to be new. but, how do you know that, right? Hopefully the Table of Contents tells you. I mean, the first book I wrote with Pragmatic, they basically were like, The Table of Contents is the only thing the reader, potential reader is going to have to have any idea what's in the book. So, You need to write the table of contents with that in mind, which may not be how you'd write the subsections of a book, but since you know that it's going to serve these dual purposes of organizing the book, but also being promotional material that people can read, you've got to keep that in mind, because otherwise, how does anybody, like you said, how does anybody know what's, what's going to be in there? And they're not cheap, I mean, these books are 50 bucks sometimes, and That's a lot of money for people in the U. S. People outside the U. S. That's a ton of money. So you want to make sure that they know what they're getting and don't feel ripped off. [00:39:33] Jeremy: Yeah, I think the other challenge is, at least what I've heard, is that... When people see a video course, for whatever reason, they, they set, like, a higher value to it. They go, like, oh, this video course is, 200 dollars and it's, like, seems like a lot of money, but for some people it's, like, okay, I can do that. But then if you say, like, oh, this, this book I've been researching for five years, uh, I want to sell it for a hundred bucks, people are going to be, like no. No way., [00:40:00] David: Yeah. Right. A hundred bucks for a book. There's no way. That's a, that's a lot. Yeah. I mean, producing video, I've thought about doing video content, but it seems so labor intensive. Um, and it's kind of like, It's sort of like a performance. Like I was mentioning before we started that I used to play in bands and like, there's a lot to go into making an even mediocre performance. And so I feel like, you know, video content is the same way. So I get that it like, it does cost more to produce, but, are you getting more information out of it? I, that, I don't know, like maybe not, but who knows? I mean, people learn things in different ways. So, [00:40:35] Jeremy: It's just like this perception thing, I think. And, uh, I'm not sure why that is. Um, [00:40:40] David: Yeah, maybe it's newer, right? Maybe books feel older so they're easier to make and video seems newer. I mean, I don't know. I would love to talk to engineers who are like... young out of college, a few years into their career to see what their perception of this stuff is. Cause I mean, there was no, I mean, like I said, I read books cause that's all there was. There was no, no videos. You, you go to a conference and you read a book and that was, that was all you had. so I get it. It seems a whole video. It's fancier. It's newer. yeah, I don't know. I would love to hear a wide variety of takes on it to see what's actually the, the future, you know? [00:41:15] Jeremy: sure, yeah. I mean, I think it probably can't just be one or the other, right? Like, I think there are... Benefits of each way. Like, if you have the book, you can read it at your own pace without having to, like, scroll through the video, and you can easily copy and paste the, the code segments, [00:41:35] David: Search it. Go back and forth. [00:41:36] Jeremy: yeah, search it. So, I think there's a place for it, but yeah, I think it would be very interesting, like you said, to, to see, like, how are people learning, [00:41:45] David: Right. Right. Yeah. Well, it's the same with blogs and podcasts. Like I, a lot of podcasters I think used to be bloggers and they realized that like they can get out what they need by doing a podcast. And it's way easier because it's more conversational. You don't have to do a bunch of research. You don't have to do a bunch of editing. As long as you're semi coherent, you can just have a conversation with somebody and sort of get at some sort of thing that you want to talk about or have an opinion about. And. So you, you, you see a lot more podcasts and a lot less blogs out there because of that. So it's, that's kind of like the creators I think are kind of driving that a little bit. yeah. So I don't know. [00:42:22] Jeremy: Yeah, I mean, I can, I can say for myself, the thing about podcasts is that it's something that I can listen to while I'm doing something else. And so you sort of passively can hopefully pick something up out of that conversation, but... Like, I think it's maybe not so good at the details, right? Like, if you're talking code, you can talk about it over voice, but can you really visualize it? Yeah, yeah, yeah. I think if you sit down and you try to implement something somebody talked about, you're gonna be like, I don't know what's happening. [00:42:51] David: Yeah. [00:42:52] Jeremy: So, uh, so, so I think there's like these, these different roles I think almost for so like maybe you know the podcast is for you to Maybe get some ideas or get some familiarity with a thing and then when you're ready to go deeper You can go look at a blog post or read a book I think video kind of straddles those two where sometimes video is good if you want to just see, the general concept of a thing, and have somebody explain it to you, maybe do some visuals. that's really good. but then it can also be kind of detailed, where, especially like the people who stream their process, right, you can see them, Oh, let's, let's build this thing together. You can ask me questions, you can see how I think. I think that can be really powerful. at the same time, like you said, it can be hard to say, like, you know, I look at some of the streams and it's like, oh, this is a three hour stream and like, well, I mean, I'm interested. I'm interested, but yeah, it's hard enough for me to sit through a, uh, a three hour movie, [00:43:52] David: Well, then that, and that gets into like, I mean, we're, you know, we're at a conference and they, they're doing something a little, like, there are conference talks at this conference, but there's also like. sort of less defined activities that aren't a conference talk. And I think that could be a reaction to some of this too. It's like I could watch a conference talk on, on video. How different is that going to be than being there in person? maybe it's not that different. Maybe, maybe I don't need to like travel across the country to go. Do something that I could see on video. So there's gotta be something here that, that, that meets that need that I can't meet any other way. So it's all these different, like, I would like to think that's how it is, right? All this media all is a part to play and it's all going to kind of continue and thrive and it's not going to be like, Oh, remember books? Like maybe, but hopefully not. Hopefully it's like, like what you're saying. Like it's all kind of serving different purposes that all kind of work together. Yeah. [00:44:43] Jeremy: I hope that's the case, because, um, I don't want to have to scroll through too many videos. [00:44:48] David: Yeah. The video's not for me. Large Language Models [00:44:50] Jeremy: I, I like, I actually do find it helpful, like, like I said, for the high level thing, or just to see someone's thought process, but it's like, if you want to know a thing, and you have a short amount of time, maybe not the best, um, of course, now you have all the large language model stuff where you like, you feed the video in like, Hey, tell, tell, tell me, uh, what this video is about and give me the code snippets and all that stuff. I don't know how well it works, but it seems [00:45:14] David: It's gotta get better. Cause you go to a support site and they're like, here's how to fix your problem, and it's a video. And I'm like, can you just tell me? But I'd never thought about asking the AI to just look at the video and tell me. So yeah, it's not bad. [00:45:25] Jeremy: I think, that's probably where we're going. So it's, uh, it's a little weird to think about, but, [00:45:29] David: yeah, yeah. I was just updating, uh, you know, like I said, I try to keep the book updated when new versions of Rails come out, so I'm getting ready to update it for Rails 7. 1 and in Amazon's, Kindle Direct Publishing as their sort of backend for where you, you know, publish like a Kindle book and stuff, and so they added a new question, was AI used in the production of this thing or not? And if you answer yes, they want you to say how much, And I don't know what they're gonna do with that exactly, but I thought it was pretty interesting, cause I would be very disappointed to pay 50 for a book that the AI wrote, right? So it's good that they're asking that? Yeah. [00:46:02] Jeremy: I think the problem Amazon is facing is where people wholesale have the AI write the book, and the person either doesn't review it at all, or maybe looks at a little, a little bit. And, I mean, the, the large language model stuff is very impressive, but If you have it generate a technical book for you, it's not going to be good. [00:46:22] David: yeah. And I guess, cause cause like Amazon, I mean, think about like Amazon scale, like they're not looking at the book at all. Like I, I can go click a button and have my book available and no person's going to look at it. they might scan it or something maybe with looking for bad words. I don't know, but there's no curation process there. So I could, yeah. I could see where they could have that, that kind of problem. And like you as the, as the buyer, you don't necessarily, if you want to book on something really esoteric, there are a lot of topics I wish there was a book on that there isn't. And as someone generally want to put it on Amazon, I could see a lot of people buying it, not realizing what they're getting and feeling ripped off when it was not good. [00:47:00] Jeremy: Yeah, I mean, I, I don't know, if it's an issue with the, the technical stuff. It probably is. But I, I know they've definitely had problems where, fiction, they have people just generating hundreds, thousands of books, submitting them all, just flooding it. [00:47:13] David: Seeing what happens. [00:47:14] Jeremy: And, um, I think that's probably... That's probably the main reason why they ask you, cause they want you to say like, uh, yeah, you said it wasn't. And so now we can remove your book. [00:47:24] David: right. Right. Yeah. Yeah. [00:47:26] Jeremy: I mean, it's, it's not quite the same, but it's similar to, I don't know what Stack Overflow's policy is now, but, when the large language model stuff started getting big, they had a lot of people answering the questions that were just. Pasting the question into the model [00:47:41] David: Which because they got it from [00:47:42] Jeremy: and then [00:47:43] David: The Got model got it from Stack Overflow. [00:47:45] Jeremy: and then pasting the answer into Stack Overflow and the person is not checking it. Right. So it's like, could be right, could not be right. Um, cause, cause to me, it's like, if, if you generate it, if you generate the answer and the answer is right, and you checked it, I'm okay with that. [00:48:00] David: Yeah. Yeah. [00:48:01] Jeremy: but if you're just like, I, I need some karma, so I'm gonna, I'm gonna answer these questions with, with this bot, I mean, then maybe [00:48:08] David: I could have done that. You're not adding anything. Yeah, yeah. [00:48:11] Jeremy: it's gonna be a weird, weird world, I think. [00:48:12] David: Yeah, no kidding. No kidding. [00:48:15] Jeremy: that's a, a good place to end it on, but is there anything else you want to mention, [00:48:19] David: No, I think we covered it all just yeah, you could find me online. I'm Davetron5000 on Ruby. social Mastodon, I occasionally post on Twitter, but not that much anymore. So Mastodon's a place to go. [00:48:31] Jeremy: David, thank you so much [00:48:32] David: All right. Well, thanks for having me.

In today's episode of the IC-DISC Show, we chat with Jerry Vaughn, founder and president of J Gault, a company revolutionizing business financing. Jerry explains how J Gault enables Main Street businesses to reap corporate credit opportunities by leveraging their EINs and NOT having to provide a personal guarantee. He shares insightful stories of entrepreneurs who, thanks to J Gault, secured lower interest rates and increased funding despite lacking revenue history or business plans. As Jerry describes, J Gault's approach prepares companies for economic uncertainty while ensuring they emerge stronger. Whether you're an entrepreneur looking to scale up or a small business owner pursuing growth, this discussion with Jerry Vaughn illuminates the transformative potential available by accessing business credit innovatively.   SHOW HIGHLIGHTS The episode features a conversation with Jerry Vaughn, the founder and president of J Galt, a company revolutionizing business financing. Jerry explains how Main Street companies can leverage their Employer Identification Numbers (EINs) to build corporate credit and access competitive rates. Real-life examples, such as Randy, a contractor from North Carolina, and a real estate investor from Texas, demonstrate how J Galt has helped transform businesses by improving their funding. Jerry emphasizes that J Galt's approach is not just about securing funding, but also preparing businesses for unpredictable events and ensuring their resilience. One of the major benefits of J Gault's approach is allowing smaller companies to avoid personal guarantees when accessing corporate credit opportunities. The company offers a membership program that provides lifetime support, including cash flow management services, business valuation assistance, and exit strategy planning. There are rules for "fundability" that businesses need to adhere to, such as having a business bank account, a registered phone number, a website, and a corporate email address. Building company credit on the EIN number and avoiding personal guarantees is a secret to accessing cash flow, according to Jerry. Jerry mentions that the mission of J Gault goes beyond merely selling—it's about serving and educating entrepreneurs and small business owners. The episode emphasizes that just because a business is labeled small doesn't mean it has to stay that way. With the right financing strategies, businesses can scale and grow. LINKSShow Notes Be a Guest About IC-DISC Alliance About J.Galt Finance Suite GUEST Jerry VaughnAbout Jerry TRANSCRIPT (AI transcript provided as supporting material and may contain errors) David: Hi, this is David Spray and welcome to another episode of the IC-DISC show. I had a great guest on today, jerry Vaughn, who's the founder and president of J Gault, and for those of you who are big and Rand fans, you may recognize that name. It's inspired by the character John Gault from the book Atlas Shrug by Ayn Rand. So J Gault is a disruptor in the business financing world and basically they allow main street companies privately held, closely held, small to medium sized companies to get access to the same corporate credit opportunities that large public companies have. And one of the biggest benefits of this approach is it allows smaller companies to get rid of the personal guarantee. I know for many of my clients that's one of their big frustrations is they really don't want to be personally guaranteeing business credit, business debt. Oftentimes it's because their spouse isn't keen on using their house as collateral for a business loan. So it's a great episode. We talk about a variety of different things some stories about customers of theirs. They have a membership program and it's really a great service that I find to be really intriguing. So I hope you enjoy the episode as much as I did. Good morning, jerry. Welcome to the podcast. How are you doing today? Jerry: I'm doing fantastic, David. I appreciate you having me on today. David: Well, my pleasure. So where are you calling in from today? What part of the world are you in? Jerry: A big metropolis of Indianapolis, Indiana. David: Ah well, one of your suburbs, I think, has the most roundabouts of any city in the country, carmel. Jerry: Yes, Carmel. Carmel in California and Carmel in Indiana just like the candy you would eat. David: Sure, have you been through any of those famous Carmel roundabouts? Jerry: Actually, where I live, carmel Fisher's, nobleville it's the city sister city is a roundabout. Yes, I actually like them. At first I was like what is this? But actually it moves traffic and sufficient as long as the people in front of you know understand. David: Yeah, I actually heard a podcast with the mayor of Carmel, because something like Carmel accounts for more than 50% of all the roundabouts in the US. It's a crazy number. And he was talking about all the benefits and he said the only drawback. He said there's a few times during the day, like peak traffic times, where it's arguably a little less efficient. But he said the other 23 and a half hours a day it's far more efficient because you never have to wait for a stoplight. And he talked to me have you ever been driving in the middle of the night and you come up to a stoplight and there's no traffic within a mile any direction? But technically you're supposed to wait for the lights to turn. Jerry: That is correct technically. David: Technically correct, I find. If it's three o'clock in the morning, I ask myself have I had any drinks this evening? And if I have, then I'm going to wait for the lights to turn. If I hadn't had any drinks that night, then how much trouble can I get into? Jerry: That is exactly right. I do the same thing. I'm like, well, there's nobody anywhere, you sit there and it feels like it's been 10 minutes, probably been a couple. But I'm like, really, why am I sitting here to stoplight? David: I know so are you a native of Indiana? Jerry: I am. I was actually born in Hoopston, illinois, but we grew up in a western city in Indiana, so almost to the border. But I've grown up as a Hoosier most of my life, okay. David: Nice Bye, folks, and fun Bye. Get into your business. So the name of the company resonated with me immediately because there's a character in one of my all-time favorite books by the name of John Galt and there's a famous phrase from the book called who is John Galt? Now, is this just coincidence, this JGalt, or is there any connection? Jerry: Well, I'm glad that you brought that up because it doesn't stand for Jerry Galt, I can tell you that. So we couldn't use John Galt because it's obviously patent and has a huge following. But it is off the premise of the book Atlas Shrugged by Anne Rand. So who is John Galt? The whole story of the government takeover, small business and controls and regulations and all of that and that fish, you know book that was written by a Russian immigrant that understood communism, came over. She saw it in the 1940s and she said what is going on? I'm saying the same stuff right here. So she wrote that fictional book in the 50s, as you know. But it's kind of a big deal and it's coming out and there's a big following and people get it. But yeah, you're exactly right, it is John Galt. David: So it's probably actually not a bad filtering process, because I find that there's three types of people in the world. There's people who've read Atlas Shrugged and think it's one of the greatest artistic works of all time. There's folks who've read it and think she's the devil and it's the worst thing ever written. And then there's folks who've never heard of it. So I find that people tend to follow one of three camps. There's not many people that are like yeah, I think I read it, I think I vaguely remember something about it. So it's probably a good self-selection process, right? Because the people who read it and think it's the most evil book ever written probably aren't the mindset of your ideal customer. Jerry: I'm guessing it's pretty close right, but it's surprising on how many people know, even myself. As we name the company, you know your particular activation system in your head, just like when we buy a car. Right then, after we buy a car, you start driving around like man. Look at all the people that bought the car I have this is great following my lead. Now, they were already there. I see who is John Galt stickers on the back of bumpers and on the back of their windshield. I've just it blows me away. But you're exactly right. Most of the entrepreneurs, because we are working only with main street business owners. Okay, small and medium-sized companies, not the wall street companies. So those are the people we're serving and most of them all of us that own businesses and have done that get the challenges and the works and we're just trying to do the best we can to serve the communities and then build a profitable and a great company with our services or products. David: Sure no, I like it. So her book, the Fountainhead, I have a slight preference for, like I mean they're my two favorite books, you know fictional books ever written, for sure. But I have a slight preference for the Fountainhead but only because the individualistic aspect. I assume you've read the Fountainhead too yes the individualistic aspect of the Fountainhead just resonates a little more. There's a great line in there where work has to sell an architectural commission to a committee and the committee all wanted to make changes to it and his sponsors, like they're minor, go for it. As you, you know, recall, he like can't do it. But he had a great line in there where he was talking, I think, to his, his buddy, his Irish construction buddy, explaining why he didn't get it and he said you know, I've never sold a project to a committee and that really resonated because that's how I've always been in my career. It's like you know, if I meet the entrepreneur and I have a conversation and it's a fit, good things happen. But when it's a committee, I don't seem to have much, much luck. Jerry: I'm glad you brought up this. One of my favorite things and that's when I you know it's amazing, it's. I agree with you. Both those books are in my top favorite fictional books ever written. But I think there's a lot of great content, especially for the entrepreneur, of what you have to do. I mean, if you're not a disruptor, if you kind of stay under a ceiling and you're like, hey, I'm not going to change where you work, I don't know what your thoughts are, but I kind of say that if you're an entrepreneur, a successful entrepreneur, normally you're kind of a freak. Right, you're looked at as a freak in the industry and I think that's well put on the committee. I'm not here to appease the committees, I'm here to disrupt the industry on how Main Street and business owners will get funding, not just through how the traditional style is. So that's not our company. So I think the whole Atlas shrugged and Fountainhead there, even though they're fictional books, there's a lot of great content and, I think, some kind of rules of engagement for the entrepreneur. David: Yeah, I was just before this. I had a call with a colleague and he really had very little familiarity with Ann Rahn's work and early heard of it, so he had just bought the audible for Fountainhead. So I'd recommend you start with Fountainhead, so we'll see how that goes. Jerry: That's excellent. David: So talk to me. So what are you guys doing to help those you know privately held, closely held you call them Main Street businesses. You know what's kind of your sweet spot, revenue wise? I get it's probably a broad one, but like for us, like 90% of our clients have revenues between 10 million and 100 million like what's your sort of sweet spot where most of your clients fall in? Jerry: I'd say 250,000 to 450 million a year. David: What if you had to narrow it down a little bit? Go ahead. Jerry: Your sweet spot today, david, is probably somewhere in that. I'm going to say 10 to 25 million is our sweet spot. You get to the 100 and 250 million dollar companies. They do have a lot of cash flow and they've got profits and they've got, you know, banks that give them lines of credit even though they're personally guaranteed. So it's a little harder to get in the door. But we're getting in the door with those now and they're seeing what's going on. But our sweet spot today would be that 10 to 25 million. David: Okay, that is helpful. And the reason I narrowed you down here is because our audience who CPAs and attorneys who have clients, when you say 250,000 to 450 million, it doesn't quite resonate. When you say 10 to 25, now all of a sudden they can think of their clients, or in the 10 to 25 range. So talk to me and you kind of touched on it talk to me about this whole personal guarantee thing and there's probably, I'm guessing, some history behind it. So what's the story? And talk to me about this personal guarantee thing. Jerry: Yeah. So when we say we're disruptors and I just want to make sure that your audience understands you know the 250 to 450. When you look at your EIN that tax number that you get from the IRS that's just like your SSN to building personal credit. Your EIN can build company credit. Your company has its own credit score and its own report and so does your personal social security number. So when you give that broad scope just for your audience, you get someone that's just starting out with a startup or they're cranking out 20,000 a month. It just gets hard to try to get funding without why bank revenue statements, tax returns, business plans, revenue looking at your personal credit just to try to get the operating budget to be able to run your company and then to grow and scale and seize opportunities to grow and scale, because we all know as entrepreneurs that when you have an opportunity in front of it, it's not like you can plan and then just hit exactly when it happens. When you need to seize an opportunity, you don't have 60 to 90 days to qualify for it. So we look at what Jay Galt's main premise is and our advantage and really how we impact that entrepreneur in the world is what we do is we focus on the EIN and to build credit on that. It's actually very simple. Has nothing to do with revenue, has nothing to do with what your financials, your tax returns or how long you've been in business. It's just about taking that tax number and making it fundable so you can get access to corporate vending and lending, and your rates are typically 0 to 5%. I mean, we're getting people vehicle and equipment loans at 1.9%. Corporate credit cards are 0% on three to 12 month terms, right, not just on balance transfers. So that's the power. That's how your Wal-Mart's and Googles and Amazons and your Apples of the world are able to do what you and I, david, have no problem with paying interest, as long as it's a positive arbitrage. What we can't do is pay 30% to 50% in interest when we're only making 25% to 35% in money. So how you flip the script is you got to get access and get your company fundable so you can get access to banks' monies to leverage that at better rates in terms, so you can grow in scale without going into what Debt risk or paying too much in interest where it's not a profitable proposition. We see that every day and I know you do, david, right. People get in these small little bridge loans and if they don't get them paid off they'll come out or close on your mortgage. David: And then the other aspect of it then is when the underwriting is done on the company's EIN, there's less of a need for personal guarantee right, because they're under the business Right Typically that doesn't even come into play your credit score, your personal inquiries or what your credit score looks like. Jerry: That has nothing to do with building company credit is vanilla. It doesn't matter if you're a man or a woman, you're a Democrat or Republican, what your religion is, because it's a tax number. There's no bias on that number. Where that can come into play on your personal credit, right when you walk into a bank. But it doesn't have that when you're looking at a company's index, because a company is not a man or a woman or a Democrat or Republican or a certain type of it. It's where your Social Security is tied to an individual. Your EIN, that tax number, is tied to the company. David: Okay, Well, that sounds good and is the motivation for your customers trying to get rid of the personal guarantee or trying to get better interest rates on borrowing. Jerry: Most of the time they get tired of the personal guarantee business. Right, you're married, you're watched like you're not putting the house on the line, right, exactly so if you want money, they always have you check a box and do a little initial where, hey, we're going to give you the money because we believe in you and you believe in your business. We just need you to check the box and this is just a what. This is just a normality. But if something would happen we know that's going to happen. If something would happen, you understand the banks right. Since we're giving you money is we'll have access to your 401ks, your kids college funds, your second home, your cars, your current home, your family's living underneath. That's just a technicality. So a lot of them want to get out of the personal guarantee business or they don't grow in scale because they don't want to risk tying up their personal assets to leverage to their company's funding. So that's the first thing. But getting corporate capital on your EIN, you're going to get 10, 20, 30, a hundred times the amount of money on your company. Then you're ever going to get on your SSN because you're only going to stretch that personal credit bubble so far, because then they're looking at underwriting risk on you personally. They look at the company's revenue, but the company has nothing to do with it. If you don't have a corporate credit. They're always going to look at your EIN first, but there's usually nothing there, so they always revert what Back to revenue bank statements, underwriting risk, ar balances, invoicing. So there's a lot that goes into that. So you can see how complex that gets and how it can. What limit you on getting and seizing opportunities and then, more importantly, getting better rates in terms of run the operation, so you can leverage the bank's money because, david, you and I get this right. I'd rather use the bank's money than my money. I'd rather take my money and put it in vehicles that does what with my money. David: No, that really makes a lot of sense. So what's the disruption you're doing is basically bringing this Wall Street credit access to Main Street businesses. Is that? Jerry: education Right. First thing we do is I was asking an owner. I said, hey, what's your personal credit score? And they always answer right, 720. What's your company's credit score? What do you think I get most of the time? David: Right, no idea what are you talking about. Jerry: Right. So we have a seven step blueprint, but we're all about education. We're not here to sell anything, we're here to serve. So, just like in the whole Atlas Shrug with J Galt, john Galt, right, we're here to serve and connect with people and give them education on things that they don't know. It's not the CPAs or the accounting firms fall. It's not the bankers, it's not the tax attorneys. That's not their job of what they do. What J Galt does is we do the same thing. People understand personal credit. They just don't understand company credit and how easy it is to get there. There's just a secret set of rules. So our job is to educate you on the seven step blueprint of how you can get your company fundable, so you, as the owner, can survive storms. Right, you don't have to worry about the four things that can take the legs out of a business economy. You and I do. We have control over economy, david. Nope, how about inflation? Nope, does that impact us? Sure, sure it does. How about a government regulation? David: No control, almost no control, I mean in theory. If you're part of a lobbying group, you know you might fit very little. And what's the fourth one? Jerry: Yeah, but then you're going to have to have some capital to have some of these lobbyists for it, right, they're not free, sure. And then the second thing is just a you ever. I don't know if you've ever experienced one of these at all, david, but you ever heard of a pandemic? David: I think I have. I think we had one of those like a hundred years ago. I heard about it 1918, I think we had one. Yeah, I think it was, if we had anything close. Jerry: I know you and I have never experienced one of those lately right. But, even on that it's a cripple of business. Some it's a lot of businesses actually did a really great job. Sure, a lot that it really affected there's over. You know, 60% of businesses haven't even made it back to pre-pandemic revenues today because they raise the prices, inflation's there. I mean you've got a lot of things going against you. So how do you survive that and how do you get through those things? How do you prepare for the storms and survive the storms? And it's really about if it makes sense for the business on you moving forward and getting to the goals or solving the challenges, but it's really about getting fundability on your company. That's the answer to that question or challenge. It's the most vexing problem with small and medium-sized businesses today is getting cash blow. David: Okay. So I love stories. I think they educate well. Do you have a story or two of, like, a client of yours that you could talk about anonymously and maybe kind of set up what their scenario was before they met you? What's their scenario like now that you can be mined? Jerry: Yes, we have a guy that's in the contracting business out of North Carolina. We'll call him Randy, okay, but he came to us and we actually approached him and we had a conversation. But he's been in business for almost eight years doing well, has access to his local Chevy dealer, his local bank, where he deposits his money, and his credit score wasn't bad. He said, oh, I know how to do this. I have a Dun and Bradstreet number, right, that's the largest credit bureau, like TransUnion is on our consumer side, Dun and Bradstreet is on the business credit side because there's business credit reporting agencies and there's personal credit reporting agencies, right? Well, personal credit reporting agencies nothing to do with your company. It's the business credit reporting agencies to have everything to do with your company. So that's another tip that I'll give your viewers out there and listeners today. Right, Okay, so, but with Randy as we were having the conversation, with Randy as we were having the conversation, David, he understood it, but he really didn't, because where he was going and putting his deposits in, he just thought this the way it was and he actually was doing pretty well. He had a credit line recommendation about 67,000 on his company. We ran his company credit report After four months and just getting his EIN fundable the same Chevy dealer that he's been buying his vehicles for the last eight years. He's been getting anywhere between a nine and 15% rate. Wow, After four months, with Jay Galdin focusing on his company EIN that tax number he would walk into the same Chevy dealer and got his lowest vehicle right About a $51,000 van for 1.9% interest rate. Wow, and that's impactful. He looked at me and he goes Jerry, I can buy five of these vans now instead of just one at a time, right, Because that interest rate is so impactful. So it's just about he's still going to pay interest, but 9% or 1 or 2%, which one's better for a company, right? So that's one success story. And that was just after four months of it's all intentional work. It doesn't take a lot, by the way, just so if you're asking. It only takes two to three hours a month to do this. I didn't say a day or a week per month, but it's like going to the gym, David. I mean, you're a healthy guy, right? You can sign up for a membership just because we're paying for a membership to the gym. Do we get six pack abs and do we get a healthy heart just because we pay a membership for a gym? David: Unfortunately not. Jerry: Or is there a thing you just take three pills a day and you can get physically healthy there? David: you go, that's what I'm looking for. Yeah, that's what we're selling today. Jerry: We're living an immediate gratification world, right, we want food today. We got DoorDash. We want same day shipping. We want our stuff today, and that's the world we live in. But to get access to that it does take the hustle and muscle. It doesn't take a lot, but you're going to have to do the work. It's just like taking a walk every day for 30 minutes is so good for our health and our heart and it's hard for us to find time to schedule it. But just like this, you have to put in the work if you're going to get your company f*****g and funded right. So that's one story. Second story is we have a real estate investor guy down in Texas and he's been in business for over 20 years. I mean he's a Texan, I mean you know Texas, I mean it's the Republic of Texas, I mean it's his own country. I mean you know what I'm saying there, right? I do, I do. I know you have some clients down there as well. So when I look at Texas, this guy had really a big ego, been doing a great job, very successful. He has over 105 properties, okay. So he's a big deal, okay. I'm not going to mention his revenue because some of my taggamer I was just saying, here he is. So he came to us and he couldn't get funded and he thought our program was full of it. Right, he says this is just sounds too good to be true. I don't. I've been doing this. I've got bankers, I've got a fractional CFO, I've got this figured out. I don't see your help. So then we got into asking about personal credit and company credit as company's credit score and he thought he had a good company credit score. So we ran the report, went through it. Here's the thing he had some blemishes, but here was the big problem on fundability. He'd been in business for 20 years and moved to a lot of different locations and it filled out a lot of paperwork. We're all busy. When you're an entrepreneur and you've got a hundred and over a hundred properties, I mean you're busy. Sure, you've got a lot of stuff going on. So he would have filled out the Dunn and Bradstreet and he put WM period with the secretary of state. He was listed as William. Well, you and I know that WM, period and William mean the same thing as humans, right, right, your cross references WM period and William. What does it say? A mismatch and it's an automatic decline. He also didn't have his phone number. Listen to this, folks your phone number can't be a cell phone number. It has to be a landline or a VoIP service. Now, the VoIPs can be what. It can be transferred to your cell phone number David, let me ask you a question When's the last time you use 411 or your area code in 5551212 to look up a business number 30 years, do you know? If your business landline or void number is not registered with 411 National Directory, it's an automatic decline for corporate funding. David: I did not know that. Jerry: So that's another secret rule. So this is some education that David and I are providing to just things like that Having a website or landing page, having a corporate email address. Your number has to be listed. You have to have a business bank account. There's just a little thing. And why is that, folks? Over 80% of small businesses fail in the first five years because of cashflow. Well, if you don't look like a real company, you don't have a phone number, you don't have the business bank account, merchant services, you don't have a corporate email it's a PO box. You can't use a PO box. Well, I have a UPS store, david. It's a fancy PO box. It's still a place where you don't live and they can't access you. So a home address can be used, even though I don't recommend it, because now they'll know where your family lives and lives the whole entire world. But you can do things and get systems and processes put in place. It's all about fundability. On the company, no different than you are personally, it's just a lot easier to get personal credit because there's over 4 million people using it to finance their lifestyle. However, on businesses, they tell us that we can be protected from lawsuits as a limited liability corporation and we'll get funding. Here's the only problem. We never signed up for the credit bureaus that report our business payments so we can build fundability with the corporate vendors and vendors, right? No one told us that. So when you go to deposit your money in the bank, david, what happens? They try to get you money. They look at you and they just said, hey, here's a business credit card, we can get you a line of credit, but we just need you to do what with it personally. Gary, you got to get it fundable and you got to find lenders and vendors that report. And this Texan okay that once we got his name right, got his phone number listed and he had a couple of blemishes that he wasn't aware of we were able to get him all of these commercial real estate loans with no guarantors, not leveraging his other properties. He was able to get corporate millions of dollars in corporate in less than a year, all on his company now, which is a couple of fundability rules and a couple of secrets that he wasn't available on how to turn his company in standing on his own two legs financially just by the fundability rules, the corporate credit bureaus and using vendors to report in the lining up so he can get access to the same things he was doing now, but he was personally guaranteeing everything leveraging his other properties or his name to continue to grow his real estate company. David: Yeah, and I imagine does that also mean that in theory, if he wanted to, if each project if he wanted to have as a separate entity, he could avoid that cross collateralization issue. Yes, because that's the other problem I understand there is that all 105 of those properties are all cross collateralized. So if he has one project that somehow just goes belly up or property that it risks the other 104 properties Correct. Jerry: And if you get it on your company, then it doesn't put that into play, because when you're using personal credit, they're always going to leverage those. Because you are, you're putting those other properties as a the guarantee against the loan for that new property. If it does go belly up or doesn't do as well as you thought, that happens, right. When you're in real estate, I mean, most time you have wins but there are losses. You don't have to put your other properties in jeopardy. Do those things on corporate credit. It's no different than if you guys remember Donald Trump, right? He opened up that huge casino, used $3 billion of the bank's money and then after two years it failed. I don't think Donald Trump wants anything to fail. He doesn't invest in things that are going to fail Just didn't work out because of economy, location and where the world was at the time. Well, he was able to walk away from that. Did it affect his personal credit? Nope. Did he have to give up any of his personal assets in that deal? I doubt it. No. Two weeks later, he bought a golf resort in Doral, florida, right, sure? So, without affecting anything with that. So that's the power of corporations. No different than I'll tell you another story. Remember Home Depot and Lowe's and LA Fitness? Right, those are all Wall Street corporations, right? Stock L's stock owned, and all of that During the pandemic. They were able to be open. You can only have 50 people in the store right, they were able to do that. But what about the local hardware guy in town? They had to be shut down. The local mom and pop fitness place? They had to be shut down. So there's a difference and that's why we talk about this. Jay Galt, we're here to give the power and advantage back to the main street business owners by building fundability so their corporation has the cash flow, the access because this is all about getting ready access, cash and capital for you to take on those storms, to survive those storms and to grow and scale. Walmart, sam Walton, would not have been the world's largest retailer if he didn't figure out corporate credit. He would still be in Benton, arkansas if that was the case. So now, obviously, then he went stock, went public as an IPO, so that made it a moral difference for him to get there. But he would have never got to that position if he wasn't able to scale that. Take advantage of the back in the 80s. Remember when he took down Kmart? Right, but it was through cash capital, corporate funding that allowed him to do the advertising and get belly up and take on the big giant. Now he's the big giant. So just consider that that just because you're labeled a small business owner doesn't mean you have to be small. What if you wanted to franchise? What if you wanted to grow and scale? What if you wanted to buy your own property and land and build your own manufacturing facility, get bigger into the corporate real estate market, be a truck driver and become a regional or national player? If those are things that you want to do and you just have an access, you're having problems accessing cash flow. The secret is building company credit on the tax number, that EIN number and getting out of the personal guarantee in the personal inquiry game. David: No, it makes sense so well. Thank you for those several stories. That illustrates it. So how does Jay Galt come into the picture? What's your role in helping these companies other than education? I'm sure there's more to it than that. How does your service work? Jerry: We're a SaaS company, which stands for Software as a Service. We have a robust platform that has seven-step blueprint inside of it that walks you step by step. But, more importantly, we have a white glove concierge service, kind of a do-it-for-you. But there's certain things you have to do. We can't use your bank lines of credit, your credit cards, and you don't want me to do that in your business, but we help you fix blemishes where to go to fix them. So we provide a coaching service that goes behind the SaaS platform so you're successful in your journey. So imagine getting a dedicated coach. They're not out of the Philippines or India. That's great for customer service. I think All of our credit analysts and our finance analysts. We have a whole back office advising team that helps our members. So we are a membership. There's a one-time fee that you would pay and when you come into that you get lifetime support from Galt through our SaaS product, the Getting Business Credit. So you have access to all of the corporate lenders and vendors that actually report. And our secret sauce is we won't work with your Put-Em-In Our Business Finance Suite unless they report to the credit bureaus. That'll help you for a robot, mobile and credit and if they don't show us the underwriting guidelines, because it's important to know what boxes must be checked before you apply for a loan, because in the corporate vending and lending world, if you get denied, you have to wait six to 12 months before you can reapply and that can really slow down momentum when you try to grow a business. So you don't have. That's not how consumer credit works, but that's how corporate credit works. So we have that. We also help with cash flow management. We really define ourselves as cash flow management experts getting you access and leveraging banks money at better rates and terms, understanding cash flow so you don't get into what expense or debt trouble, and then giving you a business valuation. David, this is the power. 98% of small business owners have never had a business valuation or appraisal done. So they're in the head and heart. They know what their company's worth, but you'll know exactly what it's worth, how to ensure it properly and where to invest your time. You'll get clear, sound facts about your company so you can invest your dollars and your time in the right parts to continue to grow the asset that you're building and properly protecting it, allowing you to do what Plan for an exit strategy and those are typically $10,000 on average. We provide that every year to our members with JGault. So we're really here with our three columns of getting corporate financing, access to lenders and vendors that report, understanding your cash flow management as you grow in scale, and then having your business valuation so you know the value, where to invest in it and to plan and know exactly if you want to sell it, when is the time to restructure, when is the time to sell it or if you're passing it down to one of your kids to run. Eventually you want to make it a generational company. Now you'll have corporate credit belt where they can walk into the seat, you can ride off into your retirement years and know that the corporate funding is going to be there for generations to come. So the legacy you can leave behind by building that company we passed on to generations, your kids, the grandkids and so forth and so on. David: No, it sounds great. So what should people do? Is their next step? If they're interested in learning more, Go to the website. What's kind of your first entry point for potential new customers? Jerry: I would highly recommend that you do that. David, I'm fine with you sharing my for your audience. It depends on how big that audience is my personal but I would go to jgaltio. That's J-G-A-L-T. No period, Just jgaltio and then you can check out our services and what we do and if there's more questions, there's a place where you can connect and have a private consultation if this is something you want to talk more about. David: Okay, that sounds great and that's jgaltio. Jerry: Yes. David: Okay, what is we're wrapping up here? Is there anything? I didn't ask you that you wish I had asked you? Jerry: Wow, that's a great question. You did a great job. I mean, obviously I can understand why you have a successful podcast out there, david. Well, you're too nice. Oh, no worries, I mean, you've been doing this a long time. The only thing that I would share with American entrepreneurs out there today is we're really passionate, and just me as an owner, my goal is not to sell something. I have four companies. The only reason why Cole and my partner and I started jgalt was to serve and educate. But there's more than education. It's all about impact. So if there's something where you're wanting to grow an asset and you want to get there, we're here to have an intelligent conversation, a consultation, if you will, about where you're at, where you're wanting to go, and about 80% you didn't ask this. So does everybody want jgalt? Of course we're going to think everybody needs jgalt right, it's our company. Same thing with yours, david. I'm sure you feel the same way. If you're exporting products, you will find a better guy right Outside the country. So we're really great at what we do. But only about 80% of the companies we talk to every week take advantage of jgalt services, because it's not for everyone. So there are depends on where you're at and what you're trying to accomplish. That's why we're kind of looking at ourselves as the doctors of business credit. It doesn't make sense for everyone. It may not make sense today, or it may not make sense at all If you're just have a side hustle or something in your house that you're just doing is just to make some additional income to pay off debt or something like that. We're truly looking at companies that are looking to grow and scale and really be disruptors, like us, in the product or the services that they're offering across the United States. David: Well, thank you for adding to that. So, as we wrap up, that's Jerry Vaughn with jgaltio Jerry, this has really been fun and I think there's a lot of great value that your company provides for small to medium size privately held companies. So I really appreciate you taking time to come on the show and share some information. Jerry: Yeah, you're very welcome. It was a pleasure to be on it, david, so thank you so much again for having me on my pleasure.

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.

If you want to create desire in sales, it has to be about them. Their wants, their needs. The things that they're looking to accomplish from the relationship, because that's where all their desire comes from. David: Hi, and welcome to the podcast. In today's episode, co host Jay McFarland and I will be discussing creating desire with your communication in sales. Welcome back, Jay. Jay: Hey, David. It's great to be here, as always. read this title and I've been thinking about it, but I'd love to hear your perspective up front. What do you mean creating desire with your communication? David: Well, I think if we're In the business of conveying value and providing products and ultimately selling something to someone else, the only way that happens is if there is enough desire created in the other person to make them want to move forward. Without the desire to move forward, it's never going to happen. It's kind of a funny word, particularly in sales. We tend not to use words like desire a whole lot. We tend to think in terms of qualification and segmentation, and we keep it all very clinical. But without the component of wanting it, if the prospect or client does not want what we're selling, then absolutely nothing is going to happen. And the only way that desire is either created or channeled is generally with our communication. Now, if we're offering something that they already want, then the desire is already built in. But if not, if they don't see all the benefits, if they don't see what it can do for them, then they might not be feeling it enough yet to pull the trigger. And at that point, it becomes our job to say, all right what do I need to do in terms of my communication with this person to help either create some of that desire or ideally uncover the desire that's already buried inside there? Jay: Mmm. That's great. I think about my own sales process. One of the things we do in our company is we offer a free consultation, and that's my job. I give the consultation. And there's nothing I hate more than when somebody says free consultation, and what they really meant was free sales call, right? And so the minute you get them on the phone, they're pitching you their product, and I don't. I listen, I ask questions, I tell them about their circumstances, I tell them what steps they can take to make their life better. And I always start the call saying, "just so you know, this is not a sales call. My goal is to give you the information that you need." It never fails. I've never had a call in my life, and I've done probably a thousand of these. At the end of the call, they say, "well, how much do you charge for these services? And I'd like to move forward with you." I never, never tried to sell them on anything. And to me, if you can do it, you can't do it with every situation. But to me, that's just ideal. They're asking me how much I charge. I've created that desire in them without one word that sounds like a sales pitch. David: Right. Because if you go immediately into sales mode, if you start out with that, if you lead with a sales pitch, it's not going to create desire in anyone. Because a lot of the desire that we're going to be able to uncover in our prospects is going to come from the answers we get to the questions that we ask them. And so, you know, the whole diagnostic approach to sales, just like the diagnostic approach in medicine. First, you have to examine the patient to find out where it hurts. Examine, and then diagnose, and then and only then can you prescribe, right? So you have to examine the patient, find out where it hurts, find out what their needs are, find out if they need what we have to offer. If they don't have a need for what we have to offer, then yeah, there's no need for a sales pitch, right? And once we've done that examination, then we make the diagnosis. Based on what you've told me, it sounds like you're looking to accomplish this,

Many of us are getting robbed every day, whether we know it or not. We just may be robbing ourselves, too, without fully understanding the consequences of our behavior. It could be through ignorance, lack of attention, or bad decisions. Whatever the cause, we're getting robbed of the very energy that enables good health, inspiration, and possibility of higher connection, all to the detriment of our physical, emotional, and mental wellbeing. What do we mean? Throughout Portals we explore the energetic nature of human life: our physical systems, mind and body balance, creativity, and natural connections to higher intelligence and expanding awareness, all depend on different levels and natures of energy. Every feeling, idea, and thinking pattern carries energetic potential; we are continually generating or consuming energy from internal and external sources. But what quality of energy? Nourishing or depleting, toxic or regenerative, we can choose. In the latest chapter of the Portals series “Current Openings: What the World Doesn't Quite Get Yet”, Aviv Shahar and David Price Francis guide us through a deeper look at our energetic nature and the five basic fuels we use to generate energy. They explore the various energy ‘robbers' that can leave us susceptible to imbalance and ill health.We live between two worlds: the visible and matter; and the invisible and energy. We need to understand both, and the purpose or direction in which we travel in both worlds. These core self-insights — how to manage our energy, our cycles, our emotions — ought to be part of the knowledge of a life, but are usually left out of education. As the size of the energy problem and challenge grows, new energy potentials and energy sources are coming online to help us re-naturalize to planetary and universal frequencies. The invitation is to reground in our natural system; to become more aware of how we consume each of the five basic types of energy and become more intelligent about the value of sleep. It's the predicament of being addicted to the easy fast solution, easy fast food, easy fast energy sources. We develop our willpower by growing our will not power — what we say ‘no' to. It expands what we can say ‘yes' to, and uses our energies in a more purposeful way.This conversation is part of the continuing Portals discovery into what is emerging on the frontiers of human experience in this time of profound change. Information about upcoming special events can be found on the Events page. Also visit and subscribe to our YouTube channel.TWEETABLE QUOTES “My understanding of the word ‘ education ' in its origin is that it comes from the Latin word "educare," which apparently means to lead out from inside. ” ( David ) “Well, I think beginning today because it's always beginning in the now, what do we call a human with no energy? But I thought of a dead body. That's what a human is — without any energy whatsoever — and even then, there's a process of decomposition that causes certain kinds of energies to leave. So we compose and we decompose as human beings, right? But for a human being with no energy input, you can say the closest thing to it is a coma. But when you go beyond that stage, we move into the process we call death. So death is the departure of the energies that keep us alive. ” (David) “If somebody drinks polluted liquid over a period of time, they're going to disrupt their system through the liquid food. If someone starves themselves of oxygen, or if you've taken yourself too far away from a source of full spectrum lighting, that's where in the northern climates now they have special light boxes to emit full spectrum lighting that they found brings greater harmony and benefit to the human system. So we can cause that erosion and fragmentation through environmental reasons. ” (David) “So I think of the idea of the ‘ Sun Salutation ' in yoga; it's not a posture, although it is as well, but it's the idea of going out into the sun, being in the sunshine, and getting nutrients from the sun. So this would be structuring our lives for maximal nutrition at four levels, and then in the fifth level, it will be being aware of what we're introducing ourselves to. So something about our eyes - it's very interesting.” (David) RESOURCES MENTIONED Portals of Perception WebsiteAviv's LinkedIn Aviv's TwitterAviv's WebsiteEnergy Worlds

Jay: I'm not lying when I tell you that I struggle with this idea that I'm being a pest in sales. So I think it'll help my sales, I think it'll help my daily attitude towards what I do. David: Well, I'll tell you something, Jay, many of the most conscientious human beings feel this way. I mean, if you're one of those sales guys who, "Hey, everybody loves me," you're not even going to think of that. It's never even going to occur to you. So the people who are most likely to struggle with this are people who just want to help. They're there to provide a service. Jay: Yeah. David: They don't want to be a pest. And so really, most of the people who feel this way are the ones who are least likely to be a pest because they're not arrogant to begin with. David: Hi, and welcome to the podcast in today's episode, co-host Jay McFarland, and I'll be discussing the topic of how to avoid being a pest in sales. Welcome back, Jay. Jay: Oh, thank you for having me, Dave. This is a real problem for me. I always feel like a pest in sales, whether it's an email, whether it's a text, I always feel like they don't want to hear from me. And. it's been an ongoing problem. I'll just be honest with you when it comes time, okay? I got to sit down and reach out to people. I'm like, oh, do they really want to hear from me? Am I going to bug them? How do I get over that? David: Yeah, it's a great question. A number of years ago, I was doing a speaking presentation and Mary Lou Retton, the gymnast, was also speaking at the same event, and she told this story. It was just so great. I don't know if somebody asked the question, but it came up in her presentation where people were saying to her, when she was doing her routine, the person who went on before her did a really, really good routine. And so at that point, the pressure would really be on her to deliver a flawless performance if she wanted to be able to get the score that she needed. Jay: Mm-hmm. David: And so the question was how do you deal with that when this person delivers a great performance and you have to go on next? Don't you feel nervous after that? And her response, I'll never forget it. And this was easily 10 or 12 years ago this happened. Jay: Yeah. David: Her response was, "you know, I watched her performance and it was great. And I looked at it and I thought to myself, wait till they get a load of me!" Jay: Mmmm. David: And I was like, "wow, how much does that apply in sales?" Jay: Yeah, David: I mean, I think it applies every bit as much in sales as it does in gymnastics. If you go in with the idea of, oh, that person's better than I am, or they're not going to like me, or they're going to think that I'm annoying, or I'm rude, or I'm obnoxious, or I'm a pest, or whatever. If you go in with that mindset, then what you are likely to say, the way that you're likely to position yourself, all of those things are going to reflect that. But if you're able to go into a situation with the idea of "wait 'til they get a load of me," or at least "I have something valuable to offer." Now, any salesperson who doesn't feel like they have something valuable to offer should be either in another line of work or selling a different line of product. Right? Jay: Yeah. David: You need to be able to feel good about what it is that you're selling. And if you know that what you're selling is, ideally, better than the competition. If you know that you're going to deliver better than your competition, you know that you're going to be more responsive, you're going to be more concerned, you're going to be more caring. If you know all those things, then you owe it to the client to convey all that. And if you don't convey it to them, then you're doing them more harm than good, and you're doing yourself and them more harm than good. So, If you look at it from the standpoint of, "I'm here to provide a solution, I'm here to help,

When you are choosing worthy clients and making decisions about whether or not a prospect is worthy of your time and attention, whether or not they're worthy of follow up, you are bound to make some mistakes in that process. And so when you do this, you have to recognize that some of that is going to come with the territory. You may make a wrong decision that will cost you some business down the line. So you have to weigh that against quality of life issues. David: Hi, and welcome to the podcast. In today's episode, co-host Jay McFarland, and I will be discussing choosing worthy clients. Welcome back, Jay. Jay: Hey, thank you, David. It's such a pleasure to be back on again. And once again, I love this topic. I feel like, personally in my experience, there is a tendency to believe that you have to take every client. And you know what? In some businesses that is true, you're going to take every customer who comes through the door. In other cases, you can be more selective and it could make your life a lot easier. It can make your business a lot better. David: Yeah, that's one of the reasons I thought this would be a really good topic, because I believe that in many businesses they don't even consider this. I think that in many businesses we feel like, okay, we're going to serve whoever we can serve. We want to take whoever comes through the door, and we just want to serve them to the best of our ability. And while that is noble, it's not always great from your own standpoint, from your own business standpoint. And I wish this was something that I knew from the beginning, but it was not. As most things, we learn it the hard way and this is no exception. And at some point along the way, the idea of pursuing worthy clients, choosing worthy clients, tracking down worthy clients just really started to appeal to me. And when I started using that term with some of my clients, they were like," wow, that never even occurred to me. and what do you mean by worthy? You know, things like that. So we can dive into all of that in today's podcast. Jay: Yeah. I think that there are some things that we hear over the years and they start to sink in. We just don't ever challenge 'em in our mode of thinking. Like I think of the customer's always, right. I've come to believe. No, no, that's just not true. Do I want to do everything to satisfy the customer? Yes. Yes, I do. But there are customers who can never be satisfied or I can't provide what they want. So, no, they're not always right. So I love that we have these discussions. So let's start off with this word worthy. What in your mind is a worthy customer? David: Well, I think we have to decide that for ourselves, what we determine to be a worthy prospect or client for ourselves. And some of that can go back to what you talked about, in the customer's always right or the customer's not always right. But you can have a customer that is absolutely right about things and you can have a good relationship with them, but they may not still be a worthy client if they are taking up more time than they are costing. So if they're not really focused on buying from you to the extent that you need them to in order to be worthy of your time and attention, it may be something as simple as that. And in those situations, I'm not suggesting, okay, well you're just going to bag all these people. If you've got a relationship with someone and you like the relationship you have and you're okay with it, then you can deem that prospect or client worthy. You can say, "all right, well, I like dealing with this person, therefore they are worthy of my time and attention." But for me, I believe that's where it starts. We each have to decide. Is this prospect or is this client worthy of my time and attention? Because obviously our time is the most important asset we have, and when we fail to recognize that, we can invest a lot of it,

If our storytelling allows us to build trust, build credibility, build a bond, and increase sales, then we're telling the right stories. If it's just designed to be manipulative, then save your breath. David: Hi, and welcome to the podcast. In today's episode, co-host Jay McFarland and I will be discussing the power of storytelling in sales. Jay, tell me a story. Jay: Listen, I am a storyteller. I love to tell stories and I like to build when I tell stories, right? And so this is something that I use on a regular basis when I'm talking to people and it's not just telling a story. I think it's putting people in a story and what character are they in that story? And I think most people want to be the hero in their own story, right? David: They do. which gets to the whole idea of the hero's journey and all that kind of stuff for anybody who follows that sort of storyline or that Jay: mm-hmm. David: type of story arc, The Hero's Journey by Campbell, I can't think of his first name. But it's a book and it describes essentially the plot of most of the most popular movies of all time. Jay: Yeah, David: Right. Star Wars, Rocky, anything where you've got this person who is initially kind of beaten down and not winning, and then they come in contact with a mentor and then they learn new things and they have a confrontation and it might not go well, and then they learn some more things and then eventually they come out triumphant. There's a whole arc. And you're right, a lot of people want to be the hero, and the challenge as a salesperson is, in our storytelling, we can't be the hero. Mm. Right. We need to make sure that the person we're talking to is the hero and that we are the mentor or guide. We're not Luke Skywalker. We have to be Yoda. We have to be the one who's helping Luke to destroy the Death Star. Jay: Yeah. This is a really hard thing, I think for a lot of people. Because we want to go in and think we're the hero, right? I'm coming into your business. I'm going to provide something that is going to save the day, and then I'm going to walk away and you're going to praise me and you're going to pay me. But that's not what really is supposed to be happening, right? It's that I have the tools and the resources that you need to be the hero. David: Yes, and it's easy to forget that, particularly when we're trying to read ourselves in as the hero to each story. But one of the things that I've noticed in sales is that many, if not most of the very best salespeople are also the best storytellers. You can say. "Hi, do you know what time it is?" And instead of getting the time, you will get a fantastic story that might weave the time into it. Jay: Mm. David: But you're going off in all kinds of directions, and when they do it right, it's captivating enough that you sit there and pay attention. Jay: Yeah. But you pointed out "when you do it right." David: Yes. Jay: Right. so let's talk about that a little bit. Let's talk about your feedback on doing it right. David: Well, number one, as we already touched on, it can't just be all about you. You can't make the story about yourself. You need to make it about them, and a lot of that upfront comes from finding out about them, which means you're asking more questions, then you're answering, hopefully in the early stages. Jay: Yes David: Because customers always just want to know what it's going to cost upfront, and you don't generally want to lead off with that. So a lot of our storytelling will actually have to come from the conversations that ensue after we've gathered enough information. Jay: Yeah. David: To know what those stories need to be about. If we just go in and we meet somebody for the first time and we start telling them stories, that's probably not ideal. We need to still initially do some sort of diagnostic upfront to find out what their interests are. Now, of course,

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.

Morgan Smith: You're listening to the Raise Your Hand Texas IntersectEd podcast where the stories of public education policy and practice meet. I'm your host, Morgan Smith. And today we're talking about the amount of money Texas pays to educate a student in public schools. This topic is notoriously complicated and can be very dense, but I've tracked down some very knowledgeable people to help guide us through it. We have three guests with us today, Laura Yeager, a public school parent and founder of Just Fund It TX, a nonpartisan group of parents, students, and community members, Bob Popinski, Raise Your Hand's, resident school finance and policy expert, and David Pate, the assistant superintendent of finance for Richardson Independent School District, which operates 55 campuses and serves more than 39,000 students in the suburban Dallas area.So right now, we are in the middle of the legislative session we've been hearing since last summer about this record-breaking budget surplus, lawmakers have to work with a historic $33 billion surplus. Plus there's tens of billions more in estimated growth in revenue over the next two years. Meanwhile, depending on what measure you use, Texas ranks at least in the bottom 10 states in public school funding. So the money is there. It's clear Texas is behind where we should be. So why can't we just give the schools what they need? Well, as I said, this is complicated. Here we go.Bob, so today we're going to be focusing on what's known as the basic allotment or the per-student sum the state uses as the foundational building block to determine how much money it will pay to educate a student. Could you start us off here by explaining how the basic allotment works in conjunction with the rest of school funding.Bob Popinski: Yeah, absolutely. The basic allotment is actually the building block of how we fund our students and our schools, and pay for our teachers and the operations of everything that goes on within a campus and a school district.So back in 2019, when they went through a lot of school funding changes, they set the basic allotment at $6,160. That's the basic building block per student. Now, if you have special characteristics, say you're a special education needs student or you qualify for free reduced lunch or you're in the bilingual program or you're in the gifted and talented program, you get additional dollars attached to that way. And so as you use that basic building block, you create what's known as an entitlement and that entitlement varies from school district to school district. But on average, it's about $10,000 per student. Now, it could be a couple $1,000 more in a school district or a couple $1,000 less in a school district. But on average it's $10,000. So that's kind of where we start. That $6,106 has kind of been set in stone for school districts for the last three years. And so there's really only a few ways to increase revenue for your students. You could either go out for a tax rate election or you could get additional revenue through enrollment increases or attendance. So we're really dependent on the state to do one thing and that's increase the basic allotment. So it flows through the rest of the formulas so that our school districts can actually give teachers pay raises and staff pay raises and operate the schools with our 5.4 million kids and over 375,000 teachers.Morgan: So David, what does the basic allotment mean to you in practical terms as you're working on a school budget? And why don't you also give our listeners a sense for where budget matters stand in Richardson.David Pate: On where budget matters stand for Richardson, our demographers are predicting that we're going to lose about 8000 students over the next 10 years. And we adopted a $26 million deficit for fiscal year, 22-23. And, for us, right now we're trying to figure out how we're going to provide raises to teachers, how we're going to provide for our cost increases. So the basic allotment, it is the major driver. When we're looking at 16% or 17% cost increases, we're having difficulty staffing. We're competing with quite a few districts here in the North Texas area for staff trying to raise our teachers starting salary.For instance, in our case, which we are different from all the other districts on this measure here in Dallas County, about 40% of our students are not economically disadvantaged. And then we've got another 20% of our students are not only economically disadvantaged, but they're living in the highest level of poverty according to the state measures. And so trying to meet the needs of those two groups in a situation where costs are increasing in revenue is declining is very challenging.Morgan: So you use the basic allotment, you pay for teacher salaries, you pay for support staff like classroom aides, cafeteria workers, bus drivers, I mean, the basic allotment really is the biggest part of your budget.David: Yes, it funds the basic needs of the district.Morgan: Laura, I want to bring you in here because you experience the hardships that districts go through when they have budget shortfalls from the parent side. Can you tell us what happened in 2018 when your child was a junior in high school in the Austin Independent School District?Laura: Sure thing. Thank you, Morgan. Yes, my three kids went through Austin ISD and my youngest was a junior at McCallum High School here in Austin. And she came home from school and said, “Mom, kids are crying in the halls and people are up in arms. We're worried they're going to close our Fine Arts Academy,” which is this beloved institution, one of many choices within Austin ISD. And a few of us got together to try to understand what was going on and it ended up being that Austin was facing a $30 million budget deficit and looking at things to cut. And that's when several of us decided to get together and try to help parents and community members understand how school funding works because that $30 million budget deficit was something Austin was facing. But really, it was a result of how our state funds our public schools. And so that's when Just Fund It started. And it was interesting because parents don't always think about funding. There are things that kids and parents think about every day. But funding was really hitting us at home because it was getting to the point where it was threatening just basic programs that we all rely on and parents pay, they see these growing property tax bills and think when they are paying them to the school district that they are either going to their district or a different school district through our recapture Robin Hood, what you want to call it, what people didn't understand is we're paying billions of dollars in that are then being just not given to any school district, they're going to the bottom line or to the surplus in this case. And I believe, Bob may be able to tell you better, but I think it's $8.2 billion of local school property taxes that have been paid in by parents that are going to the surplus. So we thought there was some educating that had to be done to help parents understand, to learn how to advocate, and also to educate legislators on how far behind we really are and that parents and students care that their schools are funded.Morgan: Well, so that brings us back around to the legislature. Bob, Governor Greg Abbott has been very vocal on education issues this session and one thing I've been hearing a lot from him and some other lawmakers as they talk about public schools is this idea that they have more money than they've ever had before. Is that true? And how do we square that with what we're hearing from parents and educators around the state?Bob: I think if you look at what your own household budget has done over the last three years, you can get a good glimpse of what's happening to a school district in terms of just purchasing power being the same as it was in 2019.Since 2019, inflation has gone up double digits, and the Comptroller has estimated inflation has gone up 12.5%. In some cases, it's even more than that. If you look at individual things that you're spending your money on. For some districts, fuel has gone up 40% if not more, insurance for their building and their buses have gone up double digits, food service, 25% in some instances. Even health insurance has gone up drastically and construction has gone up 50%. And so school districts are in a pinch just to keep up with inflation. And so if you look at what's needed to kind of keep up with that basic allotment of $6,160 for the same purchasing power they had back in 2019, it needs to be $1,000 higher.And so that's what we're aiming for, is to make sure that the basic allotment actually keeps pace with inflation and so with that, we're recommending that they invest more into public education. And, Laura is right. It's kind of the basics of school finance – if you don't want to kind of get into the weeds, is that as local property values increase, that means local taxpayers are paying more for the overall school entitlement and the state has to pay less. So the state, because the local value increases, saved roughly $8.2 billion last biennium for last state's budget and we want them to reinvest that back into our 5.4 million students.Morgan: So let's talk about inflation for a second. We've mentioned the last time the state increased the basic allotment in 2019. That's four years ago now. And then depending on what measure you use, there's been between 12% to 16% inflation. David, can you give us some specific examples of how that's affected your budgeting process in Richardson?David: Yes, our utility costs have been increasing substantially and Bob mentioned property insurance. That's one of the things that for us that we just recently did property insurance and it increased $900,000. So that increase of $900,000 is about 13 teachers for us.Morgan: Wow. So Bob, if I'm understanding correctly, there's not a mechanism that adjusts state funding for schools based on inflation. School districts have to come back every so often and ask for more money. And it kind of sounds like you're just asking to be funded at the same levels as you were in 2019, accounting for inflation.Bob: At a minimum, absolutely.Morgan: Yeah, at a minimum.Bob: I think because we're $1,000 below where we needed to be from 2019 because of inflation, that doesn't even consider that Texas is in the bottom 10. We're $4,000 behind the national average. And so what we're recommending is not only to catch up for where we need to be, but actually create an inflation adjustment so that school district don't have to come back every other year during a legislative session and say, “Hey, look, we, we need more funding just to keep pace with what's going on out in the world so that we can cover all of our expenses, so that we can give teachers a pay raise.”If you look at the Charles Butt Foundation poll from earlier in the year, 77% of our teachers are considering leaving the profession, and pay is a big important factor in that. We're $7,500 below the national average and inflation is catching up with our teachers' pockets books as well. Living expenses, being able to afford a home in some of these cities across the state. It's very difficult to keep teachers in the profession and school districts need to be able to compete.Morgan: Laura, I want to come back to you because through your work with Just Fund It and other grassroots education efforts, you have so much experience helping parents and community members develop political literacy around these issues. Can you tell us a little bit about what is at stake here if the legislature doesn't provide an increase to the basic allotment this session?Laura: I mean, it's hard to overstate it. There's just so much at stake. I mean the ability of our public schools to educate 5.4 million kids. We need more funding to keep up with kids around the country. We did increase funding in 2019, but everyone else did too and the national averages moved up and we are really no better than we were then and worse off because of the inflation situation that you just heard about. I mean, our schools need funds to address student needs so they can thrive.And as we mentioned before, funding is a little tricky because it's not felt directly, people feel it and then they blame the district and, there may be issues within a district but really it's so confusing. Administrators work so hard to shield students and teachers as much as possible and do whatever they can with the limited resources they have. And we are ranked better than we are funded in terms of actual output, but it just shows that we have been really squeezing our educators to do what they can with so little resources and it's unsustainable.It's being felt more and more by teachers and students and families from teacher burnout to overcrowded classrooms. We need counselors and mental health resources and more. And so all of this really comes back to increasing the basic allotment to make sure every single kid in the state of Texas has what they need to thrive.I'll mention that well-regarded economist, Dr. Ray Perryman, updated a study on the return on investment of every single dollar in public ed. And it's, it's almost unbelievable.It's the single best investment the state could make. And what they found was every dollar the state invests in Public Ed yields a lifetime economic benefit of almost $57. which includes benefits to the private sector, personal income. I mean, it's literally the highest return on investment of any public or private sector investment. And then just lastly I'll say, when we started Just Fund It we made a very clear point of doing something different.That we were not going to let the legislature do what they're so good at doing, which is dividing to conquer, dividing rich against poor, large, against small urban, against rural.And that we fight for every single kid in the state of Texas to be better than bottom-of-the-barrel funding. The way you do that is by increasing the basic allotment. Morgan: Please, David, why don't you give us a sense for what's at stake in Richardson?David: Well, so as we've been going through our budget meetings with the board, really since January, we've been presenting options for the opportunities we have to increase revenue here in the district. And there's really three options for us. We're one of three districts in Dallas County that still offers a local optional homestead exemption. That is an option our board could exercise and eliminate that. That would give us one-time funding of about $7.8 million.We can open our enrollment to students that are not residents of the district and that's going to generate somewhere between about $7,000 to $10,000 per student depending on the specific educational attributes of those students, whether they're, in generating bilingual funding or CTE funding, etc. And, that really just depends on how many students want to choose to come here who don't live here. We could have called a V A T R E. Our voters approved a tax ratification election back in November of 2018, which was then compressed.So we've got about a little over three cents. We could go back to the voters, which would generate about $3 million net to recapture. And then it's really a matter of, what can we do to reduce expenditures? When we start backing out the things that we have to do. So, I've got to pay the utility bill and I've gotta have property insurance. I've got to pay the Dallas Central Appraisal District. When you start backing out those kinds of activities, you're left really with people. And so, we had a staffing study performed and we're presenting that information to the board and it will be tough making any of these decisions.Everybody is attached to their individual campus and the staff in those campuses, those are their friends and neighbors. And so any time you start talking about making cuts in the school district, it's difficult.Morgan: Yeah, I mean, it sounds like you're doing what good school administrators do and is trying to kind of consider all options before you start kind of hitting things that are really going to affect the people in your district community. So we set up top that there's plenty of money to go around this session. What Bob is the challenge to getting this accomplished? Bob: Texas has a pretty substantial two-year budget. A lot of moving pieces. There's other programs other than public education, but public education is one of the largest expenses our state has. It's a $70 billion per year system when you take into account state and local revenue. Right now we have a house budget that's moving through the process. They're going to hear that pretty soon. We have a Senate budget that's moving through the process and they both have $5 billion in there for public education.Now, you remember what I said, we need at least $1,000 increase in the basic allotment just to keep pace with inflation. The price tag on $1,000 basic allotment increase is about $14 billion for the state budget and both sides right now are putting in $5 billion and it's not just for the basic allotment. There's a lot of other programs that they're funding on top of that. So what actually flows to school districts and to our students is going to be a lot less than that for operating expenses. And so we need to make sure that our members know as they continue these budget discussions that we're woefully short of where we need to be. And, so as they start moving through the process with less than 60 days left here, I think the more school districts and teachers and the general public and community leaders speak up that schools actually need more funding just to keep pace with inflation, is very important. We've got a long way to go in the session. And so I think it's time that our members hear from our communities.Morgan: Well, thank you. We're going to have to end here today.Thanks to Laura Yeager, Bob Popinski, and David Pate for being here and to you our audience for listening. And I also want to let you know that to stay informed on school finance and other critical education issuesToday's episode was written and narrated by me, Morgan Smith. Our Sound Engineer is Brian Diggs and Executive Producer is Anne Lasseigne Tiedt.As the 88th Session progresses, you can sign up online for Raise Your Hand Texas' Across the Lawn weekly newsletter and you can find that at www.raiseyourhandtexas.org/get-involved. 

To grow your client base proactively, you have to do more than just post stuff. It's about initiating conversations. And if you think of your social media content as your first contact, and you recognize that the goal of the first contact is to initiate a second contact (which means to get a response,) then your likelihood of success is going to be greatly increased. David: . Hi, and welcome to the podcast. Today, co-host Jay McFarland, and I will be discussing the topic of growing your client base proactively. Welcome, Jay. Jay: Hey, thank you for having me on. I'm super excited about today's topic. David: Yeah, it's great to have you here. Jay: Yeah, I, I know this is a big question for businesses. I've heard the phrase, if you're not growing, you're dying. And so growth is a constant thing that you have to be thinking about. How do you do that proactively? David: It's a great question because so often we get caught up in the day-to-day of what's going on. Particularly in the early stages of a business, when you don't have as much business as you need, it can be really scary. And what a lot of people tend to do is they just sort of default to whatever it is that they think is going to bring in business. And they lose sight of the fact that if they aren't proactive about it, you can really fall into bad patterns that can create problems and perpetuate a cycle where you're not generating the revenue that you need to grow and scale. Jay: Yeah. This is such important information because I think most people don't start a business because they know how to grow a business. They start a business because I have a great recipe and I'm going to put it in a food truck. Or I'm an attorney even, and I've learned the law or a dentist or a doctor. Those people are not trained or taught how to grow their business. They're taught how to do their craft. So this is outside of anything they've been taught. David: It's really funny because there was an electrician here earlier today at our house and he was taking care of some things and we were having exactly this conversation because he used to work for another electrical firm. He decided to start his own business and we started talking about what they don't teach you in electrical school, essentially, right? I know how to do electrical work, but do I know how to find customers? Do I know how to find the right customers? Do I know how to handle the billing and do collections and hire and fire, and do all the other things that become necessary when you have a business? It's a whole different set of skills. But you're right. And from the standpoint of our topic today, in terms of growing proactively, a lot of business owners really don't know how to go about that. They don't know how to do it, which is the reason we're having this conversation today. Jay: Yeah. And it can be so daunting. So where, where do you start? I mean, you know so many ideas. You know, you got social media, you've got all of these different tools available to you. Where do you begin? . David: Well, I think for a lot of people, if you want to take a strategic approach, you want to think in terms of the types of clients you actually want to have, the types of customers that you enjoy interacting with. By and large, these are going to be people who are pleasant to deal with. They're people who have money and aren't afraid to spend it. They're people who appreciate the value you bring to the table. And a lot of times we don't even think of that. Particularly in the early stages, if somebody is willing to pay us for what we do, we're like, "okay, great. I'll take it." I think that can really be a mistake, because it can lead us to establishing the type of client base that we might not actually want to interact with on an ongoing basis. So when I think in terms of building a client base proactively, to me that means deciding in advance what types of clients do I want...

INTRODUCTION: David Hernandez is the founder of Body By Purpose, creator of the Elite Champion Fitness Academy and host of the podcast, Listen, You're Not Defeated.  He is passionate, inspiring, andmotivated. He believes that each of us was designed to live a life of purpose. He believes in one core component in everything he teaches... providing VALUE. So that men and women can learn the principles needed to achieve a healthy, fit and fulfilling life. His life's mission is to empower OVER 1MILLION people to live a better life, healthy, fit and free! After losing hischildhood best friend to obesity at the age of 21, David promised himself thatno one he loved or cared about was ever going to die of obesity if he couldhelp it.  INCLUDED IN THIS EPISODE (But not limited to): ·      Super Sickening Health Advice·      Male Self Esteem Issues·      Obesity Concerns·      Emotional Eating·      Our Relationship With Food·      Fitness Industry Tea·      Lagging Indication Of Lab Tests·      The Benefits Of Weight Loss·      The Stress Of Weight On Internal Organs·      The Mental Effect On Exercise  CONNECT WITH DAVID: Website: http://www.DavidHernandez.coWebsite: http://www.EmotionalEatingSupport.comYouTube: https://bit.ly/3k6mW3tFacebook: www.facebook.com/davekhernandezTwitter: http://www.twitter.com/davekhernandezInstagram: http://www.instagram.com/davekhernandezLinkedIn: http://www.linkedin.com/in/davekhernandez/  DIETICIAN RECOMMENDED INFO: https://www.niddk.nih.gov/health-information/weight-management/adult-overweight-obesity/health-riskshttps://www.cdc.gov/healthyweight/effects/index.html CONNECT WITH DE'VANNON: Website: https://www.SexDrugsAndJesus.comWebsite: https://www.DownUnderApparel.comTikTok: https://www.tiktok.com/@sexdrugsandjesusYouTube: https://bit.ly/3daTqCMFacebook:   https://www.facebook.com/SexDrugsAndJesus/Instagram: https://www.instagram.com/sexdrugsandjesuspodcast/Twitter: https://twitter.com/TabooTopixLinkedIn: https://www.linkedin.com/in/devannonPinterest: https://www.pinterest.es/SexDrugsAndJesus/_saved/Email: DeVannon@SDJPodcast.com  DE'VANNON'S RECOMMENDATIONS: ·      Pray Away Documentary (NETFLIX)o  https://www.netflix.com/title/81040370o  TRAILER: https://www.youtube.com/watch?v=tk_CqGVfxEs ·      OverviewBible (Jeffrey Kranz)o  https://overviewbible.como  https://www.youtube.com/c/OverviewBible ·      Hillsong: A Megachurch Exposed (Documentary)o  https://press.discoveryplus.com/lifestyle/discovery-announces-key-participants-featured-in-upcoming-expose-of-the-hillsong-church-controversy-hillsong-a-megachurch-exposed/ ·      Leaving Hillsong Podcast With Tanya Levino  https://leavinghillsong.podbean.com  ·      Upwork: https://www.upwork.com·      FreeUp: https://freeup.net VETERAN'S SERVICE ORGANIZATIONS ·      Disabled American Veterans (DAV): https://www.dav.org·      American Legion: https://www.legion.org ·      What The World Needs Now (Dionne Warwick): https://www.youtube.com/watch?v=FfHAs9cdTqg  INTERESTED IN PODCASTING OR BEING A GUEST?: ·      PodMatch is awesome! This application streamlines the process of finding guests for your show and also helps you find shows to be a guest on. The PodMatch Community is a part of this and that is where you can ask questions and get help from an entire network of people so that you save both money and time on your podcasting journey.https://podmatch.com/signup/devannon  TRANSCRIPT: David Hernandez[00:00:00]You're listening to the sex drugs and Jesus podcast, where we discuss whatever the fuck we want to! And yes, we can put sex and drugs and Jesus all in the same bed and still be all right at the end of the day. My name is De'Vannon and I'll be interviewing guests from every corner of this world as we dig into topics that are too risqué for the morning show, as we strive to help you understand what's really going on in your life.There is nothing off the table and we've got a lot to talk about. So let's dive right into this episode.De'Vannon: Good morning everybody, and welcome to the Sex Drugs in Jesus podcast. So glad to have you with me today. David Hernandez is the founder of Body by Purpose, creator of the Elite Champion Fitness Academy and host of the podcast. Listen, you're not defeated. Join David and I today as we get deep and heavy about obesity, our relationship with food, mental health, self-esteem, and so much more.David [00:01:00] lost a friend to obesity and had a near death experience himself,and so this episode is quite emotional.Please listen and share. Hello everyone and welcome back to the Sex Drugs in Jesus podcast. I love having all of you. I love having sex with all of you. I love doing drugs with all of you, and I love talking about Jesus with all of you. David, how are you? David: I'm doing fantastic. My man's doing, doing a, a great morning here and excited to be here with you.Thanks for having me. De'Vannon: Hells fuck yeah. So y'all, David Hernandez is in Florida. He's the founder of Body By Purpose. He's gonna tell you what that is in just a moment. He's the creator of the Elite Champion Fitness Academy. He's gonna tell you what that is in just a moment. He's a certified personal trainer, a certified nutrition specialist, the member of the International Sports and Science [00:02:00]Association.He's gonna tell me what that is in a moment, cause I'm most curious about it. He's the host of. Of of the podcast called Listen, you're Not Defeated, and he's gonna give us some tea about that too. So I'll walk you, I'll walk you through everything that you gotta tell us. So first, what is Body by Purpose?David: Yeah. Awesome. And look, I believe our body was designed with the specific purpose, and each one of our purposes are unique. And if our body isn't aligned to our purpose, to our desire, to our lifestyle, to the things that we desire to achieve and do in life, well, we may fall short of that because our body is the instrument that takes us there.right? It's what makes us travel to that destination in life. And so I believe that when we align our body to that purpose, we can truly become unstoppable and ultimately able to achieve whatever we desire to achieve. So that was critical with me. I was, I was kind of thinking about what name do I wanna [00:03:00] give?Because I believe that health is bigger than us, right? And if we can include purpose in all that we do, well, then we can make our body achieve that as well. De'Vannon: So is this like a nonprofit? Is it, you know, like your fitness organization? What is it? David: Yeah, it's my company where I run all of my fitness through.But primarily it's also A, a kind of like a, like a motto that I, that I want people to adopt in their own life, so to speak, because it's a message, right? And I think that when we put a message or a meaning to everything that we do, then we can enhance the value of what we're doing. And I believe that our body is a critical tool.It's an instrument that oftentimes we ignore. We're now starting to talk a lot about, a lot about the mind, and we talk a lot about our emotions and we talk a lot about many things, and the body's also talked about, [00:04:00] however, I believe the body is not presented in the correct. I believed oftentimes when we look at the media, when we look at how we should look, there's a specific stigma.There's a specific style. Right now we're getting back into the really, really skinny look, and oftentimes if the look or the body, again, isn't specifically aligned to your purpose, then it doesn't matter what body you have, it's gonna ultimately keep us from achieving our ultimate desires in.De'Vannon: Okay. All right, cool.So what is the Elite Champion Fitness Academy? David: That's the academy that I put together where I utilize to train all my students. So instead of me telling you what to do, I believe in educating you to take control of your own health. So it's a platform that I have. All of the years that I've been in fitness, 15 plus [00:05:00] years, all of the education that I've acquired, I've condensed it to a very specific core component system, so to speak.And in that academy, I put all of the principles that I believe are necessary for one to achieve the ultimate health that they desire in one place. And so that's basically my coaching platform that I put together, and it's what I utilize with all of my students. De'Vannon: Fabulous. Now, what is the International Sports and Science Association?David: That's where I got my certification from. It's a certification education company or a certification company where you can get your nutrition certification, your personal trainer, asso certification and all things related to health basically. De'Vannon: All right. Now they had me atk. I was like, okay,So the podcast, listen, you're not defeated. What is its premise? David: The premise is really to tell [00:06:00] people that doesn't matter what situation that you're in, you're really not defeated. And oftentimes as humans, we have one area or a few areas where we might feel defeated in, and that might be nutrition, that might be in health.I can't release weight. That might be in mindset. I don't know how to take control of certain negative thoughts to get me there. So it's a lifestyle show where we basically cover many areas to ultimately help you live a not defeated life. De'Vannon: Now, when I was researching that on your website it's the verbiage kind of makes it seem like it's geared toward women.Is that still the case or has it expanded to include. David: It's expanded to include everyone, and it's really now to the place of, well, what is your ultimate desire, right? In life, which initially when we started it, it was geared very specifically towards only health. But I realize that in that [00:07:00] health is covering all areas, right?It's not just a physical health, it's also a mental health. It's also emotional health. It's also spiritual health. And health is bigger than us because it does impact everything that we do. So through our development and kind of going episode to episode, we've now been able to diversified and expand it to anyone that wants to basically just live a freedom lifestyle or a lifestyle of freedom.for proper English, De'Vannon: oh, fuck, proper English . One thing, one thing I despise about this country. Is that we don't have like an actual language of our own. That's right. You know, we speak English well, that came from fucking England and fuck the king off with his head. Yeah. . You know, may I think that, I think that Mad Queen might've had a few Few.Hmm. A few, few, few good points there. [00:08:00] I don't know. I just it would be, I just love it that every other, basically every other country has its own fucking language. Yeah. You know, Australia at least has a goddamn accent, you know, and at least they have an accent, you know, over there in the uk, but pretty much every other country, you know, they have and in that their own language and that language really unites them, you know?Yeah. And everything like that. It's like, it's like, it's like when you're on a job, but you learn to speak that occupation's language and it bonds you. Mm-hmm. , you know, David: I feel like, I mean, it's an essence, right? I believe it's, it's an essence that makes up a country and it makes up an identity type. And look, I, I think holding onto that, that conversation there, I think it's the same thing for all language in terms of who we are as people, right?Because when we look at language, it, it's the, it's an essence that, that identifies something or someone, a country. [00:09:00] And I believe that in America, oftentimes we don't have our own unique language, meaning we strive to sometimes be like somebody else, to copy somebody else, right? To, to, to, to live the life that somebody else has.And we sometimes forget about, well, what is our core essence that we can adopt to live our own life and set our own standard, so to speak, in what we want in our life? So I just thought De'Vannon: I'd throw that in. Feel free to throw in anything you want, man. So I love, I love how how deep of a thinker you are. And the reason why I really wanted to have you on my show is that that passion, you, you talk like a preacher, like you have like one of the good preachers, y'all, not one of the rapy ones or one of the molesters , not one of the grif ones.Good one. So you have like that certain fire and intensity and passion and I could tell that you're living, like you're calling [00:10:00] and you even fused that into health and fitness and so Right. Thought it would be a unique take. I could have gotten anybody on here to talk about health and fitness, but I, I was, I was needing that, you know, I was looking for that, that.And so, which you have that spark. And so I'm curious when I Oh, you're welcome. And so when I was read, you know, researching you and everything I saw where you in the beginning of your fitness journey, you would go to the gym and you, you start up like the big muscley guys or whatever like that and mm-hmm.and I read where you were able to extract insight and wisdom and tips that you said that you felt like the personal trainers and things like that either didn't know or they weren't sharing. So I would like you to share with us some sweet ass David: secret. Yeah. Look, it really, what I've learned through I guess, looking at many bodybuilders life is that they've got [00:11:00] two to three things very clear for the.They've given meaning to everything that they're doing in the gym. Like it has a certain value and it has a certain standard of meaning for them. It's what drives them. It's what gets them up. It's what keeps them on diets for months and years on end. It's what keeps them committed to a specific outcome.So much so that even if they don't get it, they live satisfied because they know that the process and the journey has gotten them close to it or to achieving it. Right? And when I look at health, I look at, well, I started asking questions and saying, well, why is it that people don't stick to the journey?Why is it that people fall off? Why is it that they have, they're able to commit to other things, but yet they fall off? When we're talking about health, and I really come back to this piece, they've either not given health the value. That is necessary for them [00:12:00] to continue, or they've put other things at greater value that are overvalued or have greater value than they've put on health.And then the second component is really looking at, well, they haven't given value or they don't find value in themselves. They don't feel that they might be worth it. They feel that they might not be worthy enough. They might feel that they're not deserving of having the health or the life that they desire.So that was a big one. And I said, okay, so if this bodybuilder is living in this way and he's given this meaning to them, that's keeping them stuck, well, why can't we incorporate that to just any average person? To help them in their own health and fitness journey. Right? So that was one. The second, the second thing that I learned, the second sort of secret, right, which is really not a secret, but is their commitment to process, meaning their determination and dedication to the [00:13:00] sport, right?Or to their body or to their life. Because we look at, well, what does it take to get a body so greatly proportioned, so immaculate, right? So precise in a sense that it comes down to a science they're determined to achieve, that they're dedicated to that process. And oftentimes when we're looking at an average person, right, or, or, or a, a person that is on their own journey, sometimes that might be lacking the dedication, the determination, and it help, it doesn't allow them to get to their ultimate goal and destination.Right. And then thirdly, a lot of it was learning how they actually work out some of the methodologies in terms of how they're sculpting the bodies, how they're actually doing certain movement patterns and taking that muscle to failure and making the muscle grow through increasing the blood flow in that body part, right?And [00:14:00] ultimately reducing down to as little body fat as possible. So it, it brought a lot of insight that I was able to incorporate and look at, okay, if I'm not training a bodybuilder, how can I still incorporate some of these principles or some of these things that they do to a average person that is looking to maybe release 20 pounds, 30 pounds, 10 pounds, 50 pounds, a hundred pounds?Right. And it was some, some of the core essences that I believe have really impacted many people in their, in their own journey. De'Vannon: You know what I'm curious about? I don't really think like a male. I identify more with feminine energy, so I think more like a woman on mills dating. Okay. Right. And so I'm curious cuz all of this, everything that you said is like, so like meaningful and deep in terms of physique and stuff like that.So from talking to other guys and within yourself, like what are some of the things that motivate men to go, [00:15:00] you know, to work out, to get, you know, really, really defined bodies? We're gonna talk about like the obesity and everything. Yeah. You know, in just a second. weight loss goals can be different, you know?Absolutely. Going from 300 pounds to one 90 is like a huge deal, but you may not be like chiseled and well defined, but you are in super great shape, especially relative to what you were mm-hmm. . And I know that once you get like a six pack and eight pack, a nine pack or whatever, every guy I know who has that, the, if he gets out of the gym for like a month, that damn thing goes away.Mm-hmm. . And so so whenever, so they don't go more than like a week out of the gym and whenever they travel, they take their asses over the Gold Gym, fitness or whatever, like, like religion. So when I look at a man like that, I think, okay, he's hot. This is like a sexual thing. Mm-hmm. . But the, but from hearing you describe this, and from the way I have [00:16:00] observed other guys, I don't know that it's like a sexual thing.And so I don't, so how, how do men look at, how do y'all look at your own David: body? A lot of it is driven by ego in a sense that because we as men are achievers, right, strivers, we want to be in that place of, of chasing after things, achieving the provider at the home or whatever that might be for you.It really is driven oftentimes by. How can I be the best version of myself or how can I be better than him? Or how can I be better than myself to become better? Or oftentimes it's, I used to be this type of person that kept me in a low self-esteem state that wasn't who I wanted to be, for example. I can really identify to that.Growing up, I was super. [00:17:00] I was given a nickname, skinny. My dad used to call me that he didn't know. He thought it was a good thing for him, but for me, it would affect my self-esteem. It would affect the way I would view myself because I did not like the way I looked. I was excessively for my standard skinny.I would be made fun of because I wasn't able to possibly perform, be good at sports because I was a specific physique type, right? And I always found myself having to prove myself, proving myself that I was able to play football, proving myself that I could become the best athlete, proving myself that I was much more than what my body said.And so that took me into, okay, so how can I change that? I started reading magazines. I started looking at these bodybuilders and these physiques and saying, oh my gosh, who is this? Can I possibly achieve that? Then I look at their back stories, and many of these bodybuilders were the same way. They were skinny.They were very thin, they were bullied, they were made fun of. [00:18:00] And then that drove them to change that. So oftentimes it, it really comes down to each person's unique story, but I believe deep down inside there is something of that nature that is driving them, either growing up excessively skinny, low self-esteem, maybe being bullied, or it can ultimately come down to an ego-based drive that's just like, I wanna be the best.How can I achieve that wall? Let me be intimidating. Let me have these muscles because it's gonna give me a certain look or a certain presence, right? Wherever I go, that when I walk into a room, I can change or capture the environment based on how I look.Okay. No, I can't speak for every male. Right? But that's what oftentimes I've, I, I believe is, is the reasons. De'Vannon: I mean I think you might speak for quite a [00:19:00] lot of them, especially men who, who are more on the masculine side, you know, and you know, cause even like the gay world mm-hmm. , you know, your tops and everything.You know, you, you have your tops, your bottom tops are like, the dudes bottoms are like the girls, you know, for lack of better. Right. References. Even them, they get like this thing about being too thin. Mm-hmm. , you know, for me, I've always been able to keep a weight on, so I've always been like, okay, how can I get this shit offYeah. But I, but I didn't wanna be muscley or nothing like that. I wanted it like a nice, you know, curvy like, you know, womanly physique and stuff like that. And I, I guess it's just, and I guess it's just because I don't think like a guy like it, it was, it, it has been absolutely perplexing to me in my existence.Why somebody who's not overweight. Who's like super skinny has a problem with that. Yeah. You know, [00:20:00] I, you know, hearing you explain it helps me to digest that better, because all my life I'm like, okay, how can I get down to, to being, you know, skinny mm-hmm. , you know, and and then the skinny guys are like, I'm not enough.You know, I want to be more. And, and I'm all like, boy, don't you know, you fine as hell. What do you want? Like, what more do you want? So, and then perspective. Perspective, right? And then the relationships. That I've had, you know, the, the, the, the dude, he's all like, he thinks he's too thin. I'm all like, okay, whatever you need to do.I'm not judging your body, but they have it in their head. So much likes saying like, I can't, I just can't be thin. I need to like, have muscle or whatever. And so I don't know if that's like the xy chromosome primal. If I need to defend myself, I need to be bigger than the other person too. Maybe some of that's getting worked in there.I believe David: so. Yeah. And, and oftentimes it can become a coping mechanism [00:21:00] to something like when we're talking about life experiences, right? We're talking about emotional triggers, emotional pain, trauma, right? Something in experience that causes some type of impact to us emotionally or psychologically will produce a stimulant to search for a coping mechanism.And as humans, we all need them to survive to allow us to release whatever emotional impact we've received by X situation or X circumstance, right? And oftentimes, if it's body dysmorphia, right, which we can kind of label that as as well. I see myself skinny. I see myself skinny, but dude, you're not right.In our head, we create that dysmorphia type where we may never be satisfied or we just see ourselves at something else. And oftentimes when we're chasing after this and we fall into this coping action physique wise, [00:22:00] it can become a trap because again, we're never satisfied. I remember on my body building journey, it didn't matter how big I was.I wanted to be bigger. It didn't matter how good I looked, I wanted to look better. It didn't matter how many compliments I received of, dude, you have a great physique. No, no, no, but this, but that, right? We have a tendency of finding the flaws of not being satisfied, and that ultimately is caused in my belief by finding a coping action in the wrong things or releasing our set circumstances that we're feeling emotionally satisfying them or trying to satisfy them with the wrong things.if that makes sense. Oh, it De'Vannon: makes perfect sense. And that's a huge reason why I do all the work that I do to try to, to get people to understand themselves. Because so often we don't. And we think we do. Yeah. Yeah. So you hear me say all the time, people, why do you think, what do you think? Why do you feel [00:23:00] what you feel?Where do you get that belief and value system from? I love that. Is it valid? I love that. Yeah. I, I went the opposite direction. No matter how thin I got back in the day. It wasn't thin enough. I lost so much weight that I couldn't fit the men's jeans in the store that I would go to. So I had to start wearing wow jeans as I was down like a 26th waistline.And I was like, I need to be thinner, you know? And so so I guess that's like how the girls, that's how we do. And thin enough, the boys, you're not big enough. Oh my God, help us to just figure this shit out, , . David: But look, if we are doing things for the wrong reasons, that can quickly spiral to that. So that's why every time I'm doing a consultation, right, and I'm talking to a potential client, it's why do you wanna release weight?Why do you wanna build muscle? Because if the reason why you're doing it is an incorrect reason, right? Just to give it a, a name, to give it a [00:24:00] category. If it's placed for the wrong reasons or it's placed on the wrong things, that is when things can quickly become destructive. Mm-hmm. . It's why sometimes I even ask myself, right?And now, now we're get, I'm getting hypocritical because this is me and this is how I tend to look at things based on my understanding and knowledge. I become hypercritical about certain things, and it's okay, I wanna have this whole pizza. Why do I wanna have this whole pizza? I wanna have this cake. Why do I wanna have this cake?Right. And it might be, I don't sit there and ask myself this question. It happens here now because of the practice that I've had. But if we can get into a place to, to, like you said, ask ourselves questions. Why is it that I want this? Why is it that I wanna do that? Why do then we can stop and really think, is this really necessary?Is this what I want? Which is why [00:25:00] one of the questions that I teach my students to ask them is, is this choice that I'm, I'm about to do in line with who I wanna be in line with, who I wanna become? Mm-hmm. in line with the life that I desire. If we can practice, like you said, to ask ourselves these questions, I believe that we can really get good at taking control of our impulses, of our reactions, of our emotions, right.That sometimes drive us or lead us to making choices that later we can regret. . Mm-hmm. De'Vannon: you preaching now. Amen. And amen. . So, so you mentioned consultation. So tell, tell us about exactly the, so what, what kind of, so you have clients, are they seeing you in person? Is it virtual? Clearly they're coming because they want to change their physique.So kind of walk us through what that looks like and if people would reach out to you through your website. Like how does a, what exactly are you offering here? David: Yeah. Before, [00:26:00] before Covid, a lot of it was in person and it was very exclusive, right? It was like only a certain type of people. Only certain, certain instances would I take them.And after Covid I realized, look, I, I, I could be impacting more, right? And really the reason why I do everything that I do, it was to be able to help people avoid. Going through what my best friend went through, and we can touch on that story story a little later, but it was to support and to help people.And when this epidemic happened, it was a great opportunity for me to then make that expansion. So now everything is virtual. Everything is now online based, right through the academy, and we've got several different types of formats. We have a one-on-one type coaching, and then we have a group type model.And it's to accommodate people at different levels based on their commitment and also based on their finances. But it's really [00:27:00] just, we make it unique and personal to you because we're that type, right? As humans, we're all unique. We're all different types of people, so no program should ever be the same for.Because we're different, right? We have different desires. We have different lifestyles. And that's really the big key, because I believe if whatever you're doing today doesn't align to your lifestyle, meaning who you are as a person, the type of career you have, the type of of schedule you have, the type of time that you have, the commitment that you have, if it doesn't align to that, at some point or another, you will quit or you will fail, you'll give up, right?Because it just becomes unstable. It's not sustainable. So my approach in every consultation is really getting down to the root and to the desires of each person's life. Why do you wanna do it? What is your motivation? What is the driving force, right? What are the desires? What do you wanna achieve? And then from there, it's really getting to the person's commitment level, [00:28:00] right?So how much time are you willing to invest? What is your life like, right? How can we make this align or come together with your life? Because. If you're, if you're chasing health in a f in a program mindset, meaning I have an exercise program, I have a, a nutrition program, that means it's not necessarily a part of your life.You're just following a specific program. And at some point, if you don't like that program anymore, you are gonna stop doing it. But if I can now introduce health to become a part of your life, now I marry it. I bring it together with your life. It's gonna be a lot easier for you to sustain, and you're more likely to hold onto it.Why? Because now it becomes a part of you, a part of your essence, a part of your d n a, a part of your makeup as a human and as your life. [00:29:00] So that's a very critical component for me. When we're doing consultations and we're, we're working closely with any student because I wanna ensure that. You keep it lifelong.So De'Vannon: then give me an example of the sort of help you would offer. Is it meal plans? Is it workout plans? Is it helping someone see like, like, like, like what, like what, what would it actually David: be? Yeah. Again, it's customized for everyone's need, right? So it would include all those things. If let's say, no, I only need help with the exercise part.Okay, we'll tailor it to that. No, I need help with a lot of things, right? I need help with my nutrition, my, my exercise. And then I'm also battling some type of unhealthy relationship somewhere. That might be with sugar, that might be with, with alcohol, right? That might be with another controlled substance type form.There's all types of. [00:30:00] Of needs, so to speak, and we tailor it to what you are needing from mindset, the psychological side, because a lot of what we do stems from there. A lot of the choices that we're making stem from there. And my object or or my process is I wanna help you identify why you're doing what you're doing.If we can get to the core root of what is driving you to make these food choices of what is driving you to have this relationship with food, this relationship with yourself, this relationship with exercise, it might be non-existent. You might hate doing exercise, but if I can change your relationship to exercise, you're gonna have a different psychological understanding of what that is.Therefore, then you're going to be more likely prone to holding onto it and doing it long term if we can make the relationship healthy and your understanding to that is a healthy understanding. , [00:31:00]right? So we work with emotional people that deal with emotional eating, stress, eating, binge eating, right?Unhealthy, toxic relationships with their body, with themselves, with all sorts of, of, of relationship issues in that format, De'Vannon: as it says in the, in the book of Proverbs, in the, in the, in the Bible. In all, in all that I get and get understanding . That's right. So, that's right. So we're gonna, so we've talked about some of the some of the skinny boy issues.Now we're gonna talk about some of the some of the obesity issues. Mm-hmm. . And before we get into Eric, Eric is his best friend's name and he's gonna tell us Eric's story. And but I, I wanted to read some of the statistics that we had discussed before because I feel like it leads into that. So I'll read this, you can talk about that, then you can tell us about Eric.Cool. And so it says emotional stress eating is something that affects between 83 and 88% of [00:32:00] Americans, and it produces 75, 70 5% of all overeating. A recent article by C N B C revealed that 11 million people die each year due to non-communicable diseases caused by poor eating habits. And I pulled this from David's website.He has two emotional eating support.com, and then David hernandez.co. Of course, all that will go in the show notes. So just speak to us about those statistics and then tell us about Eric. David: Look, these statistics are meant. Not to alienate or not to bring shame or bring judgment to anybody. They're simply to bring awareness to help us recognize that this is a potential threat to many people's lives.And if there's a threat, the threat is to let us know while, let's avoid falling into that, or let's avoid being impacted by that threat. Or if I'm in that threatful situation, right, [00:33:00] being impacted by this, let's do something about it. Let's change because I believe we can do something about everything. If we're still breathing, we can impact it and bring change.Right. And my best friend was one of these individuals. He was part of this sort of of, of group, of people growing up. He was that kid that just. Kind of never fit in. He was husky, he was slow. He wasn't good at sports. He was he w he didn't, he wasn't coordinated, right? So he always felt like this outcast, and I was the opposite.I was skinny athletic, into fitness, into sports, super coordinated. So we had this really unique dynamic of a relationship that I loved him for who he was, but I [00:34:00] ultimately also wanted better for him because he desired it for himself. And so, through the years, we'd work out together, we'd do things together.I'd, I talked to him as much as I could about health because he was overweight and he always battled with being overweight. And his, his, his battle was, I wanna release weight, but I don't know how. I don't know what to do. And that's where I would come in. Right? I'd give him as much as I could at the time to help him.18 years after high school, we split. I moved to Miami to study nutrition and culinary arts, and he stayed in Texas and we kind of lost, we went our separate ways, so to speak. We lost communication for several years, and at the age of 21, I got a phone call, you know, that he had passed away and I couldn't believe it.I said, what happened? How did this happen? So he got so obese and he became so desperate to get the weight off that he went to get a gastric bypass surgery. Two days later, he got an infection [00:35:00]and he died. Right? And that tore me apart because I started blaming myself. I started to feel guilty. I started to.Blame. Why didn't I do more? Why wasn't I there? Why didn't I support him more? Why didn't I help him get that weight off? So after about eight months of this self sabotaging guilt and shame, I finally had to come to a place and realize, well, there was really not much more I could have done. There had to be something within him that really ignited to do whatever it took to fight for his own health.But after that, I looked at, well, what were the reasons that kept him stuck in that it was his relationship with food, even though he wanted to release weight, his relationship with food was so specific. Eating, [00:36:00] eating processed. Right, eating junk food all the time. He would love chips with cheese and hot sauce, right?He would eat that as a snack. He would love burgers. He would love pizza. He would love all of these foods that were leading him to this path. And so his relationship with food and his own psychological understanding of food was what kept him trapped. He was an emotional eater. He loved sugar, right? And it didn't matter how much he worked out.It didn't matter how, how, how he tried to change his food choices. He just could not give up what he already knew. And so when we look at people that are in this place, right, according to the statistics, it's we're using food for the wrong reasons. Our relationship with food is an unhealthy relationship.Therefore, our psychological view of food or [00:37:00] understanding of food is also an unhealthy one. And if we do not fix this or get to the core of these reasons as to why a person is making these choices, to get 'em to become obese and stay obese. Doesn't matter what diet you do, doesn't matter what exercise program you follow.It doesn't matter what ills you take, what supplements you take. The root, the core of what makes you up is your relationship with food and your psych, psychology of food. Therefore, if we do not change that identity piece, you're gonna stay stuck and you're gonna continue to go back to these habits. Right?Go back to these choices. That's why these statistics are so alarming and so eye-opening that if we don't do something about it, somebody in that state can become one of those 11 million. Right? And it's a staggering number. Hmm. [00:38:00] because of this poor relationship with food. Right. Meaning the poor habits that we have with food.De'Vannon: And you know, if when people go out and get these surgeries and everything, if their relationship with food doesn't change, they're just getting the weight back. Anyway. That's David: That's right. That's it. That's what I'm getting to. A hundred percent. Right. And we see that through many stories. But here's the thing.People go to that place because they're desperate. Mm-hmm. , right? And oftentimes people are just desperate. Give me a quick fix. Give me something. Just, that's why trends and the fitness industry makes so much money off of this. I have news for many people out there. The fitness industry doesn't care about your life.They care about your. , which is why they take out new supplements every year, new trends, every six months, right? Because they're playing off of your emotions because they know you're vulnerable. They know, a, as humans, we become very vulnerable [00:39:00] and become desperate for answers. So therefore they go, oh, now it's this.Ha ha, we just made several billion dollars. Okay, now it's this. Ah, we just made more million dollars off of this. And supplement companies know this, right? And that is where a lot of this toxic relationship starts to happen. But if we can pull back for a moment and say, okay, let's stop chasing these quick fix, let's stop going to just a quick, simple solution.Let's stop doing that and let's simply focus on this component. It's a small piece, but it is a large makeup of who we are. If I can teach you, That your relationship with food happened at a certain time in your life. And if I can help you change your relationship with food, therefore impacting your psychological understanding of food, your own psychology of food, we're gonna be able to [00:40:00]rewire your brain, which is now going to make sure that you don't go back to these unhealthy choices.You don't change you, you change those issues. Now you change you as a person. Now you don't need a diet program now. You don't need supplements right now. You don't need these quick fixes because now you've changed your core essence. And if we can change you and your makeup, you're gonna be able to stick to it.De'Vannon: It's been a long time coming, but change is going to come, so. So in your coaching, do you have like coaches that work under you? Do you deal with everyone yourself? How does that work? David: Right now everyone is myself. I do have, you know, other people within my business that help me with the management that help me with different of the technical side of things.But right now it's really just oversee by me because I've set it up in a way where I can manage it through group [00:41:00] trainings. If it's a larger base format through one-on-one type coaching. I only take a certain amount of students at a time to ensure that I'm bringing the best coaching to every individual.And then we also work with corporations helping them create corporate wellness programs for their own employees. De'Vannon: Marvelous. Now I wanna talk about, like, get a little bit more granular about some of like the the, the the health implications of becoming overweight. So it's not really about like looking fat so much as what it is doing internally.Yes, we buried somebody who was. In their mid twenties, you know, and he, because he was overweight, he, he, he was like, like his, he couldn't breathe. Mm-hmm. . And so before he, when as he was dying, he was in the hospital on a breathing machine and they had to induce a coma. Mm. You know, to just basically [00:42:00] let him pass, because what, what a lot of weight does it, it like, it strains everything.So That's Right. If you're, if you have like extra as they call it in the, in the, in the health world, Addie, post tissue, that's the scientific way of saying fat. That's right. That's right. I learned that in massage therapy school. Yeah. So if, if you have extra weight hanging on you, then it takes strain on the body.So that means your organs have to work harder to do what they're doing. They're less efficient. Your blood doesn't flow as well, because it has all this. added post tissue. In fact, to move around. It's like it's like if you feel a car full of just a whole bunch of junk and weights, it's gonna drain the gas faster, it's gonna grind the gears faster.The brakes are gonna wear out quicker of the extra weight. If you pick up a 50 pound weight and then you put it down, you feel lighter. Yeah. And so when you lose weight, you can move about easier, you sleep better, your whole quality of [00:43:00] life. Hell, for me, when I've been, like, when I've had a extra weight on me, it was hard for me to reach down and like time my shoes and shit like that.Like absolutely little simple like that, that simply get, like, that goes a really long way for like mental health and emotional wellbeing. Just That's right. Being able to, and then, then, you know, you know, sexually too, sex drive goes up when the weight goes down. That's right. So diabetes, heart disease, stroke, sleep apnea, which is kind of what I was talking about earlier.But tell us about, you know, your take on how this affects people in their daily lives and internally in their organs. David: Well, think of, think of a Python or a serpent that com contracts and compresses, right, and strangulate. When we have an excess amount on our body of this tissue, it's literally doing that.It's compressing our organs together. It's compressing our heart, it's compressing our veins, it's [00:44:00] compressing our tissues, it's compressing our lungs, a lot of it, and it literally starts to impact us in ways psychologically, emotionally, physically, right in bed to sleep, to have sex, to have relationships with people, to communicate.Most people that become overweight or become. In any of the levels of obesity also become very introverted, right? They're shamed. They don't wanna go out, they wanna stay inside, they get depressed. There's a lot of impact that happens to our life, and it's not so much about simply living, it really comes down to what is your quality of life like, what type of life, what quality of life would you like to have?So if we're in this state of being overweight and possibly OB obesity, your quality of life [00:45:00]isn't at a good standard. It's not a good quality. And when it's not at a good quality, it starts to really do a lot of damage, not only health-wise, but emotionally, psychologically, right? Which tears us down even faster.That is why health is a responsibility that we have to give to ourself and it's bigger than us because it doesn't only impact you, but it impacts everybody around you. It impacts your relationships, it impacts your mood, it impacts the way you speak. It impacts your energy levels. It impacts your relationship with your kids, with your spouse, with your boss.It impacts your performance. And so that is why I'm such an advocate of understanding that health is a [00:46:00] part of my life, my makeup. If we can take the view of it, our perspective of it in that way, which is why I'm really on a mission to change the scope of how people view health, right? And how people view healthy living a lifestyle of healthy.Freedom versus simply wanting to lose weight, simply wanting to look better. That's part of it, but it's not the makeup that really is the impactful part that should be impactful for many people's lives. Mm-hmm. . De'Vannon: Mm-hmm. , very well stated man. Very well stated. And I, and I also wanna point out like, you know, obesity in younger people.Yeah. It's like, it's like, just because you don't have like negative health problems specifically today mm-hmm. , sometimes it, it's like a [00:47:00] lagging indicator. It's like if you keep that weight on you for too long it can. That's right. Cause you to have problems later. Because, you know, sometimes some people go, well, you know, I feel fine.All my labs look good. I'm able to mm-hmm. , you know, but the thing is, Is that is that shit is sneaky, you know, it catches up. That's right. And lab, lab results and tests only things have to get bad enough for the lab results to the lab tests to be able to pick up on it. That's right. You know, it's like if you don't have enough of a problem, you know, those, those tests are not that thorough where they can just pick up on a little bit of an issue.It has to be enough of it. Yeah. For it to manifest on a test, and then by the, sometimes by the time that shows up, then it's too late to really deal with it. Yeah. So what I'm saying is don't think because you are young and you know, and you, you, you're, you're eating all of this. You what, how you know you're [00:48:00] overweight, that your health won't like suddenly fail you one day.Yeah. Like, I don't want people to fall into this trap of thinking like, well, everything looks good. So That's right. David: Yeah. Yeah. Because in the same way, it, it's just one moment, one. One consistent choice away from making all of that flip. Right. And look, and it's the same for skinny people. Did you know that skinny people are, have the highest heart attack rates than anyone out there?No, because they believe, because their metabolism, right. Is keeping them in this state of being thin. They believe that, oh, I can eat all this. I can eat this food, I can eat this, this burger, I can eat all this. So their intake of fatty food, of sugary foods are at a higher rate oftentimes that then causes that heart attack to happen.Right. And so it, it's, it's, it goes back to what is our [00:49:00] relationship with food like, what is our psychology of food like? Because if it's unhealthy at some point or another, it is going to break. It's going to blow up. In the same way, when we look at a relationship with a partner at the beginning, there might be some arguments, there might be some fighting.Then comes a push. Then that push becomes a slap. If the relationship is unhealthy, it starts to get unhealthy. If we don't address it, it's just a matter of time for it to blow up, right? Which is why a lot of what we do when we're even talking about obesity, I believe obesity is learned. Because when we look at, well, what makes up a person to become obese, if we're talking about the relationship with food and their psychologic psychology of food, well, we learn that at some point we were taught to eat this way.Food was introduced to us [00:50:00] from our young age. Therefore, in those moments of us learning how to become a human, how to eat, how to react, how to act, it stemmed from home. So if growing up all we were given was frozen food, ramen noodles, fast food, right? , as you grow up, you're gonna stay with that same relationship and sometimes it's gonna magnify to go from ramen noodles to eating, I don't know, one cup to five cups or whatever it is, to another type of food.Very similar to that. To salty foods. Right? To sugary foods. And that is why it's important parents, right? Or those that are adopting kids. We've got to learn for ourselves how to develop a healthy relationship and a healthy psychology psychology of food so that then we can teach that to our young kids so that then they can grow up with a healthy relationship the same way.[00:51:00]De'Vannon: Yeah. And I feel like marginalized and a lot of like ethnic. Communities are impacted more by this sort of thing because, you know, when you growing up in the hood and in poverty like I did mm-hmm. You know, you know, you too, the parents and everything are too focused on keeping a roof over the head or keeping you from getting murdered or shot or whatever.Yeah. So we never talked about like, okay, this is you gonna balance this plate. Like I have a dietician now, and so, you know, through the Department of Veterans Affairs and awesome. So they're like, and nobody's ever explained to me before. Okay, so if you're going to eat, say, boiled eggs, you just need two of those per day.And then you be sure that the most of your plate is vegetables and not proteins. You don't actually need that much protein. That's right. Like actually laying up re reading the back of a food label, paying attention to mm-hmm. , the amount of servings not being all quick Oh, a hundred calories. But it's Tenten servings in the [00:52:00] Yeah, that's right.That's exactly thousand calories. Yeah. Yeah. And so, So I just really David: wanted to, and how much is the serving? 10 chips? 14 chips, right? And we're eating the entire bag saying, oh, okay, great. There's no problem with this. Right? And look, we're responsible for our own, for our own body, for our own health, right?It's our responsibility. But we also have to look at, look, our environment may not be helping us, right? Let's look at the American standard diet, right? It's not the best. So it's very quick to sometimes say, well, this is the reason. Well, our boss is the one that brought these, these things. My friend is the one that brought my coworker, brought these donuts here.But just because things are like that in our environment doesn't mean we have to give into our environment. Doesn't mean we have to conform to these things. It doesn't mean we have to say yes every time they invite us to go get ice cream or to go do this. Right. It really ultimately, like you said, is educating ourselves [00:53:00] and taking this as our own responsibility.Because if I can be responsible for my own health and I can teach those around me as an example piece of how to be responsible the same way, then we can start to really take control of this thing that has just really spiraled from us, right? Mm-hmm. . De'Vannon: Absolutely. And so we just have a few minutes left here.I want to So we, so we, you know, we, we, we've given people some very, very heavy Yes. Information right now. And so I wanna lighten it up for a little bit. it takes back heavy again because I'm gonna have you close us out towards the end with your near death experience. So let's talk about some ways that people can maybe implement this.So for me, what I found is that I'm, I'm, I'm from Wakanda, so I like it hot. I don't do Yeah. Temperatures below like 70 degrees. I'm like, bitch, it's cold. I'm [00:54:00] putting my teeth David: up, and running. I'm inside the house with the sweater and the, the, the ACS off , De'Vannon: right? I'm like, I, so I, I observed within myself. I work out when I w used to try to go to the gym, come like October, I'm like, fuck all that.I'll see y'all again in April. Yeah. And so my weight would go up in the winter. Right. So what worked for me was I had an empty room in my house and then I put a treadmill in there, which you can get them from like Walmart at Target. Yeah. A weight bench. I got adjustable weights so that they take up less.Beautiful. That's right. And then my dad gave me one of those multi-function machine thingies and so, so that I had to bring the gym to me, so that's perfect. Yeah. That's what worked for me. So what suggestions do you have for people to, to make it work for them or anything like David: that? Look, that's one example of a great way we can do that, but might, some people might say, well, I don't like working out in that format.Okay, great. It's [00:55:00] how can we keep things simple? If one thing you take away, I want you to take away this is asking ourselves, how can I make health or healthy living? Simple meaning, what's one thing I can do? That is simple that I can achieve, but that I can make it fun. We forget that healthy, a healthy life should be fun.And when we get to these states, they're darn well fun because you're able to do more. So in today, if we look at, well, all I can do is walk. Okay, great. How can we make walking freaking fun? Can we find a, a partner that we could do with? Can I listen to some awesome music? Can I watch a video while I walk?Right? Can I, can I skip? Oh, what are people gonna think? Who gives a rats? [00:56:00] What can you do that is fun? You like to. Put on a freaking show in your living room. You like to sing, freaking sing your heart out in the living room while you dance. That is part of exercise that is part of fun. I had a student a lady, she, she loved to country line dance.What would she do? She'd go dancing as many times as she wanted, as she could line dancing, and that was her exercise, right? Get some pool noodles and freaking sword. Fight with your partner, get some Nerf guns and play outside, right? Like, it really is about how can I make it simple and how can I make it fun finding something today that you can do?What is one thing? Oh, well, I don't have time for this. Oh, well, I don't have time for that. What can you do? Let's stop being negative and look at what's One thing I can do. Another thing that I tell my students is every time you go pee, when before or after you're done, do five squats. Do 10 squats. [00:57:00] How much does that take you?That literally takes you five seconds to do that takes you 10 seconds to do. You go pee 10 times. How many, how many squats did you already do in one day? 50 to a hundred squats in a matter of seconds. Right? So it's really about how can I simplify this thing? Because if it, anything that we do in life is overwhelming and complicated, look, oftentimes we overcomplicate it, right?But if we can simply keep it down to, to the core essence, what is health? Health is being active, okay? What's one thing I can do to be active? Go up and downstairs while you listen to some cool music. Go walking, go punch, get a punching bag, put somebody's face that you hate and punch the snot out of it. I don't know.Let's get creative because it's so able, it, it, it's accessible and it's so achievable, but it really just comes down [00:58:00] to us.I De'Vannon: just love to hear you speak and y'all, he has a, a book that he's working on that'll be out eventually and I can't wait to get my fucking hands on it. To, to, to, to devour the written version of this artistic poetry that you weave with your vernacular. And so Yes, yes. But where, where are you? The book anyway, David: we are, first draft is done.We're going. Making tweaks and adjustments and we should be working on that second draft here pretty soon and hopefully becomes the final draft and then we can send it off to, to printing. So we're excited. De'Vannon: Oh, oh my God. If you could get a book edited in three drafts, I would be impressed. It took me 10, I believe it mine.My, David: what helps is my wife is she's like a, a, a really strong, she [00:59:00] didn't get her English major, but she got her psychology major, but she is one of her strengths if she could go back to school, would be to become an English major. So she's helping me make sure that that thing could be ready as soon as possible.So we're excited. And what's the De'Vannon: premise of the book or the, or David: it's, the premise is really to introduce this concept, this understanding of the root causes of why we stay stuck in certain behavior patterns. And it's really to shine insight on, it's not just that. There's a flaw in you or that you can't be healthy, you can't release weight.No, no, no. We all can. If we can really simplify it to the core principles that makes up this, which is really our choices and our behavior patterns, right? So we're really breaking this down into a very simple, digestible understanding for people to learn this, this side of of health, because I believe it's gonna really be groundbreaking for people to [01:00:00] start changing their choices that yet then changing their behavior patterns to become healthier.De'Vannon: Okay. I can't wait to have you back on the show to discuss that. So, before you talk about your near death experience, it just occurred to me, I'd like you to, to address some, some people may say, well the healthy foods only at places like Whole Foods, and I can't afford that shit. , you know, what, what would you say to people who may have like, budgetary concerns or believe that Great question.The healthy food is, is super expensive. David: Yeah. Great question. Great question. I believe we can all be healthy in any budget, right? Because we don't ha we don't have to eat all foods, we don't have to eat everything in a grocery store, right? There are core principles that if we can adopt and understand, we can make good food choices.And that starts with understanding, well, what is a lean protein? There's, there's four makeups, right? In the way we should be eating. There should be [01:01:00] some type of protein in every meal. There should be some type of fiber, right? There should be a small amount of carb, right? To give us energy. Our, our primary food, our primary energy source from our body comes from carbohydrates, right?And then there should be some sort of essential fat. That is the key essential fat, right? Not just fat of all, of any kind. Right. So it really, if we can simplify it and look at, okay, what lean, what protein can I get that is inexpensive right now? Prices have gone through the roof. Okay. Can we get canned chicken, right?Can we get tuna? Can we get things that are proteins that are fairly inexpensive? We don't have to have the high processed foods. When we're talking about carbohydrates, there's low glycemic carbohydrates, meaning they have some type of fibroid substance that allows it to be [01:02:00] slowly dispersed in our body to turn into sugar, right?We don't need the chips, we don't need the ramen noodles, we don't need the pasta. We can find a list of low glycemic foods. Carbohydrates that help us find good sustainable energy. Right. We got our brown rice, which is very inexpensive, right. There is couscous, which is also fairly inexpensive, right? We have whole grain foods that we can find that are fairly inexpensive vegetables.Oh, well I don't like vegetables. Okay, well why don't we start with one that you do like that we can eat, right? And then, like you said, is having a vegetable with every food choice, with every meal, as many as we can. Right? So it's, again, it's about the education piece. It's about the knowledge piece. Can I understand what good or healthy relationship with food is so that I can then start to implement it?Right? So it's find these three cores. [01:03:00] If we can have a protein in every meal, if we can have a carbohydrate that is a low glycemic carb with every food, and if I can have a vegetable. More than likely we're already cooking within essential fat anyways, like an olive oil or some type of, of avocado oil, which is a, a essential fat.That's really all we need. Hope that's helpful. De'Vannon: Very fucking helpful. So tell us about your near death experience and then that'll pretty much wrap us up. David: Fantastic. I'd love to. 2018, I went on a mission trip to Haiti. Went to go work with a lot of help and support kids, orphanages. We have a close friend who's out there who has a, a men's kids, young men's orphanage, and a w and a young girl's orphanage.So we went to support him in what he was doing. I got back five days later. I was rushed to the hospital, what seemed to be a cold, but I had very high fever, about 110, 109. They [01:04:00] couldn't take it down with anything. Two days in there I was misdiagnosed six times. They couldn't figure out what w what I had.The third day there, there was a doctor from Puerto Rico who happened to be there. He overheard a conversation. He comes in and he says, I know exactly what you have. You have dengue fever and two other tropical viruses, and you're gonna feel like you're gonna die and you just might because there's nothing else that we can do.It's up to your body if it wants to survive. And he walked out. So, to give you a kind of a, a of a picture of this, I was at my strongest and biggest in terms of physique in size. I was actually training to compete the following year in body building. So I was about 245 pounds. I had about 25% body fat, a lot of muscle on me.I was the biggest I'd ever been. And after telling me this, I wanted to die. What we know about the dengue fever is that it's called the bone [01:05:00] crushing virus. It literally breaks up your bones from the inside, and it starts to shut down and eat your organs from the inside, right? It eats the muscle fibers, the muscle tissues, everything from the inside.My left lungs shut down, my organs were starting to shut down. My kidneys were about to shut down. I was one step away from hemorrhage and I wanted to die. That was it. I didn't wanna fight anymore. And so I just stayed there, literally unconscious for 10 days. And on the 10th day, the doctor came in and he said, well, we've got good news for you.You've beat this ding. And he said, had it not been because you were so healthy and you had so much muscle on you, you would not be here today. There's no reason you should be alive. And I said, well, if it wasn't because I was healthy and I had that muscle mass and because of God, I wouldn't be here today, right.Based on my faith. And so that experience turned everything around for me because [01:06:00] after I got out of the hospital, there was like this little internal, small voice that said, now that you've been given a second chance of life, what are you gonna do with it? What are you gonna do about it? And I woke up, I was like, wait, what do you mean?I thought I'm doing my best. I thought I could be more. I, I, I thought I, I am doing a lot with my life. But that really brought me into the turning point of what I was doing with my business, right? I was only, like I said, working with very exclusive clients. And at that point it was like, well, I'm not doing enough to impact as many people as I can with what I know.And that's what really put together body by purpose. That's what changed my whole concept, my whole value of life, my whole appreciation to people. Because when I, I, I made a commitment with my best friend that as long as I knew of somebody, I wanted to help them avoid what my best friend went through.But I really wasn't holding myself to that fully right? And so that's why I say that this experience, near death experience was the best [01:07:00] thing that could have happened to me. It changed my perspective on life. It changed my perspective on so many things. And obviously I don't take life for granted ever, but also the way I live life has also changed for me.How, De'Vannon: how in the hell does somebody catch UE fever? Is that from, so did something bite you? Is it air, mosquito bite?Well, , I'm glad That's right. I'm glad that your body decided to just, you know, everything happens for a reason. Yeah. And and it seems like the, the lower, you know, God takes us knowing he's gonna pull us back up. It's like we're stronger. That's right. For it. Yeah. I was devastated when I got H I V and I thought I was gonna die and I had this whole nervous breakdown, but now I'm like, you know what?I'm glad everything happened the way it did because it refined me, you know? Very well said. Yeah. So many different ways. And so, yeah. Alright. Yeah. So his website is [01:08:00] David hernandez.co emotion. His other website is emotional eating support.com. They click through to each other, and I will put all of this in the show notes with David's social media.Yeah. Well do you have any closing words forDavid: you're incredible. I mean, if y if I can get you to understand that and what that really means, that I don't know what life situation you might be in. There is still a makeup and a creation inside of you that is far greater than

In the studio, today is David D'Arcangelo, Commissioner of the Massachusetts Commission for the Blind. David has focused on making MCB the best it can be. Learn about the concept of disability as a qualification, the Accessibility Technology Survey, the entrepreneurial program developed with NIB, and dig into the 32 reallotment projects MCB has done over the past few years.   David is the Idea Guy and shares a lot of information in this brief 30-minute conversation.   Find out more about what is happening at MCB:     MCB Home Page 2020 Reallotment Project Summary 2021 Reallotment Project Summary   Listen Here   Full Transcript {Music} Speaker1: Manager Minute brought to you by the VRTAC for Quality Management, Conversations powered by VR, one manager at a time, one minute at a time. Here is your host Carol Pankow.   Carol: Well welcome to the Manager Minute. Joining me in the studio today is David D'Arcangelo, Commissioner of the Massachusetts Commission for the Blind. Thanks for joining me today, David. How are things going in Massachusetts?   David: Going very well. Looking forward to a great 2023. And thanks for having me again.   Carol: You bet. Me too. I love this 2023. I have my little resolutions for this year. You know, I really want to be intentional. That's one of my things. So I know I had you on the show over a year ago and we were talking about some of your great employment strategies during National Disability Employment Awareness Month. And you have had so many cool initiatives going on in your state that I think of you as the Idea Guy. I put you and Joe Xavier from California up there as two bold leaders in VR that we can all learn something from. Now, I know you've been keeping your head down and really looking forward focused on making your agency the very best it can be. And it also seemed like you were having some just really amazing employment successes for customers during COVID. So now more than ever, we need to take some serious steps to address the problem of spending VR dollars and improving outcomes. And you started looking at the problem when you first started at MCB and you hit the ground running. So let's dig in. I know we have lots to talk about. So David, can you remind our listeners about yourself? Where did you come from and how long have you been at MCB?   David: Sure. Well, I'm a consumer of MCB also, and being legally blind from a young age. I remember getting VR services back when I was in junior high school and high school. So that's really my first impression with MCB was as a consumer, as a young man. But since joining MCB in 2018, I came over from the Office on Disability, where I was the director of the Massachusetts Office on Disability. So when the MCB position opened up and got an opportunity to serve. And, making great strides for these past five years and looking forward to hopefully more time to be able to get our people employed and help lead our people to more independence and self determination.   Carol: That's awesome. So can you tell us a little bit about MCB? Like, how many staff do you guys have and how many customers are you serving currently?   David: Sure. So we're one of the first blindness agencies in the country. We often argue with Connecticut, if they were first, we were first, but we were established in 1906 with one of our first commissioners being Helen Keller. So we have a long history and track record of providing services for people with blindness throughout Massachusetts. We currently serve approximately 24,000 people in Massachusetts with all types of services. Massachusetts is a little bit different than many of the other states. We don't provide just for VR services, and that's not to diminish VR services, but we also provide what we call our services or social rehabilitation services and deafblind extended support services. So we serve people who are blind and deafblind and people with blindness and then additional significant disabilities. So that adds up. Our 24,000 people and our range of blindness really is the whole spectrum. So everybody from hi partial and legally blind like me all the way to somebody who has no light perception at all. And we know from the data that we've collected that actually there's probably more people at MCB as consumers who have visions closer to me than vision, closer to somebody who has no light perception at all. So we've got some data that's going to be coming out that I would encourage everybody to look at. We did an assistive technology survey recently with all of our consumers that really reveals information that I think people will take notice of because many times people were thinking that, oh, well, your consumers, they can't see, so they're not on the Internet or they're not taking part with this technology. And our survey really sheds new light on that. So stay tuned for that. You can check that out on our website, Mass.gov/MCB. It's really going to be an important survey when we reveal these results. It's going to be eye opening for people.   Carol: Well, cool. Yeah. Shoot me a note when that comes out. I'm really interested in seeing that. Do you also serve individuals like starting as babies? Like because some programs I know do that. We did not in Minnesota but I know some start very young with kids.   David: Yeah in Massachusetts we serve people from birth to death. So cradle to grave with all of our services and the social rehabilitation services that we provide are really geared around independence and self determination. So we will start providing services as soon as somebody gets that mandatory report of legal blindness and they're declared, which we are the keeper of, that we register somebody as legally blind after their doctor, their eye care provider, has provided us with that record. And then we get the services flowing, whether it's teaching Braille or providing assistive technology, orientation and mobility, training, all of these core services, we really believe getting those in place first.   Carol: Yeah   David: That's really going to help in terms of VR. It's setting the bedrock so people are already independent and self determined and then can focus on their career goals.   Carol: Yes. So smart. You've got the foundational pieces in place and early, you know, you're getting at the students early, which is incredible. That is great. That is great. So I really liked your getting grounded in that three part framework. You talk about it and I was reading it again on your website about the Path to Prosperity is Paved with Perseverance. Can you tell me more about that?   David: Sure. Carol, thanks. Really. I first said that publicly during the commencement address that I gave for Lesley University's Threshold Program. Lesley University has a great program for people with intellectual disabilities where they provide a college like experience. And back in 2017, when I was director of the state's Office on Disability, I had the great opportunity to be able to provide the commencement address there. And that's really where I first laid out that I believe the path to prosperity is paved by perseverance. Or what does that mean? I think that becoming employed is not a one step thing. There are many steps on that path on your career journey. So we really try to instill in to our consumers here at MCB that there is no get rich quick scheme. This is not a one click approach like so many of us are conditioned today through these devices and through technology. Just one click in your in. Getting a career, getting employed, getting your job, getting on that path to prosperity takes many steps. You got to hang in there because it's not easy. If it was easy, it would be done easily and everybody would do it. Everybody would be a multimillionaire. It takes many steps and depending upon your disability or in mass commission for the blind on your blindness, there's such a spectrum. And really we have to work with everybody individually because everybody is in a different stage in life. And some people are aging into blindness. Some people, it comes upon them quickly. Some people have it from a young age, some people come to it at mid age. It's so different for everybody. And we really just want to make sure that people are clear what the expectations that we're going to be with them through their journey along this path and that it does take time. All good things come in time. So that's really what the path to prosperity is paved with. Perseverance is about that you've got to persevere. These are challenging things. The very essence of being a person with a disability. Disability comes with challenge, It does. And so we try to get people to accept their disability, accept that challenge and then help them work through it. And so I believe in people and I believe anybody can become employed. I think work matters. I think it goes to the identity of a person. If I were to see you in the grocery store and we would have strike up a conversation, invariably one of the first questions that you or I would ask each other is, Well, so what do you do? And if you're employed, you're going to tell me about your job because it goes to the identity, it goes to who you are and what you're accomplishing. So work matters. Our consumers matter, and that's why we want to try to get them employed, because there's so many contributions in our community that we're trying to bring out for the benefit of our consumers, but also for the benefit of society. I really believe that our people have a lot to give and you've got to hang in there. That's part of being on the path to prosperity.   Carol: I think that is one of the cool things with blind services. It's very foundational. All the things that you have to learn. And I remember being at Minnesota blind and just seeing that, especially with people that came in that were new to their vision loss and it happened abruptly. Something happened, an illness or something overnight almost, and you wake up and you can't see and everything changes. How you read, how you get around in the world, how you get around in your home and your clothes and like how you do everything and having to learn all those foundational pieces first and getting that acceptance and then working on work skills because you can't just launch right into that when somebody goes, I don't even know if I'm wearing the orange socks with the black suit. I don't know what I have on.   David: One of the initiatives we've been working on and we keep advancing is something that I came up with about ten years ago that I've been trying to encourage people in VR to embrace, and that is the concept of disability as a qualification. I really believe that the lived experience that our people have to learn to problem solve around is a qualification in and of itself. Let me give you an example. If I were to take somebody with good vision and ask them to cross a busy intersection, they probably wouldn't think twice of it. Right?   Carol: Right.   David:  But to take one of our consumers who can't see and ask them to cross an intersection, the skills involved and the intestinal fortitude involved with crossing that intersection. You know what? I want that person on my team, if they're going to be able to go out and have the intestinal fortitude to be able to do that and then the demonstrated skill to be able to do it, because that takes sophistication, if that life experience does not qualify you for some type of role that deals with problem solving. How many employment opportunities are there out there for people who are good problem solvers, for people that have a solid backbone and won't just roll over? Right?   Carol: Right. I love that you say that.   David: Those are qualifications, those matter.   Carol: They do matter. So I'm just going to say a little thing about me. When we were in Minnesota at the blind agency, all of the leadership team and the VR counselors, the staff, you had to go through six weeks of sleep shade training, so you were under sleep shades for six weeks. And so doing that as a new director myself, having that experience, it's just a taste, but we did go to one of our Adjustment to Blindness Training Centers. We had the experience of the classes all day under sleep shades. I still remember at the end of the day, walking out. I had my cane. I was still had my sleep shades on. I'd taken them off and I got in my car. I scared a lady that was across the street. She's like, That blind lady is driving now, but getting that very firsthand experience about that problem solving that goes into everything you do during the day that is so interesting and very applicable to the world of work, for sure.   David: Yeah. So that's why we're pushing disability as a qualification. We believe that those lived experiences are going to help employers and a really good qualifications for employees.   Carol: Yeah, that's very cool. Very interesting thought. So I want to take you back to 2020. You asked for reallotment dollars, but you had some very specific initiatives you wanted to accomplish and in fact, you were dealing with the pandemic and you wanted to figure out your role in pioneering a path forward in a post-COVID recovery. So talk to me about what went into that 2020 that ask for reallotment dollars and kind of how you framed up all of those initiatives.   David: Sure. Well, we wanted to make the best use of our time knowing that we were not going to have the community interactions and be able to travel freely like we had been doing. So we said, let's study this and let's come up with some things now, some of the things we had put in motion, some of the plans that we had put in motion were prior to COVID. So it seemed that we were prescient on some of them, like our ad campaign we did, What's Your Vision? So now we've been on Massachusetts television with our announcements, not just public service announcements, but paid ads to be able to get the message out to employers, Hey, we've got candidates for you and get the message out to our consumers that, hey, we'll work with you to get on this path to employment. So there's campaigns like that. But then we followed it up. Once we knew COVID was in there and we did our Quest for Independence, which is a graphic novel which is aimed at not only the consumer, but people in the consumer's sphere of influence, their brothers, their sisters, their fathers and mothers and guidance counselors and people there so that those people can understand the path to employment that we lay out in the process that we do. So it starts at pre training and goes through all of the steps along the way and we make it like a questing journey. We made it like kind of cool and try to put it in a format that people of Pre-ETS age would be more apt to buy into. So many of the VR documents are black and white text only small print, like who's reading that? Who's consuming that? Certainly not a 15 or 18 year old person that we're trying to get interested in the workforce. So whether it's things like that or whether it's studying Disability as a Qualification that we just talked about or trying to do some of the other surveys that we put together, we really tried to make the best use of our time. I think in all total now we're up to 32 or 34 reallotment projects that we've done over the past three or four years.   Carol: Oh my gosh!   David: Yeah. We've really tried to make good use of our time and build the catalog of information. And all of this is available to VR people if they want to visit our website again, Mass.gov/MCB. All of the re allotment projects are out there. We have studies on the Built Environment in the Workplace. We have studies on Disability as a Qualification on Assistive Technology. So many different topics we have data on as well as these ad campaigns. We did one with Sleep Machine recently. We worked up 16 different types of consumers and interactions that it's not a one size fits all approach. We really got it into 16 different approaches, so it tries to suit all of the different demographic areas, and that's a VR approach that we took so many different projects that we encourage people to find out more on our website.   Carol: I know you did a lot of data analysis. There were a lot of projects around different data analysis, so maybe talk about one or two of those and how you used that data to now kind of inform your programming or whatever you're doing now at the agency.   David: Well, the assistive technology one is a perfect example like. When I came to MCB and I said, I want to do a survey, they kind of like chuckled and I'm like, Why do you want to do? And I said, Well, how many of our people have email or how many of them use the Internet? I remember distinctly without naming names, but some really veteran VR people saying, none of our people use the Internet Commissioner or they don't do this. Well, come to find out that 70% use it daily. That right there was like informing our programming because no longer was I going to allow this myth to be put forward that our people don't use the Internet. That's just not so. Now we've got to make sure that we're making these sites accessible. So a recent proposal that I've been working on is a registered apprenticeship program for our consumers who are blind. Who better to make these websites accessible than people who are already using screen reader technology? So we're trying to get two registered apprenticeships, one in making web pages accessible, and then the other for making other online things accessible apps and forms and documents online and things like in the electronic space. So we're working right now with the Department of Labor, but we're also seeking other states. You need five states to be able to make a cohort to do it. So if people are interested in joining our cohort, please contact us and let us know if you want to join in this registered apprenticeship program that we're going to be launching soon.   Carol: That's super cool and very smart and needed. I mean, there's a lot of sites, a lot of websites in a lot of trouble because they are not accessible. I love that you did the Assistive Technology survey. I've thought for years, like the invention of Apple and the iPhone and all of that single handedly changed just information for people who are blind, visually impaired because that device is accessible and it was built-in. There's so many cool apps now and things out there that our folks are using now. I know you also contracted out for your comprehensive Statewide Needs Assessment and that that isn't necessarily new. A lot of states do that because it's much easier to contract with someone than do it yourself. But what was different about that particular assessment and how do you use the information that you got from that?   David: Yeah, again, I think that was the one where we put it out there and the awarded bidder I think was the public consulting group. So they're a pretty big firm. They had worked in other states before. I think one of the things that they had worked in was like Indiana. And so we work with them. Obviously our sister agency, MRC, we wanted to make sure that we were kind of on the same page as well. So I think that helped and really it helped strengthen the things that we already knew we were doing well. They really came in and were able to look at that and say, Yeah, you know what, you should probably keep doing that. Did identify some areas and we've made some adjustments as well. And I think now in this post COVID world, we were prescient that we were trying to already get our people to be able to work remotely, whether it be our staff, who a significant amount of our staff are actually our consumers also, which were very prideful in that they'd been remote prior to COVID. And so now the trends in employment with less and less people in an office environment, we really were again, a little bit ahead of the curve in trying to predict that We think that's where the workforce is going. There's going to be more and more opportunities that are away from an office environment. So if you can work online effectively, that's just going to increase opportunities for our consumers.   Carol: Oh, I agree 100%. So how has all of this helped your numbers? Like where are you at today? Do you feel like have things moved up or are you getting customers back? How about people getting into employment, all these different initiatives? Has it led to some success and outcomes?   David: Yes, it has led to success and outcomes. Our numbers are up generally across the board. There's a couple of exceptions, but things we really like to talk about is the nature of the jobs that we're able to help our people navigate into. And just to be clear, we are very up front with our people. People like, get me a job, get me a job. We're very upfront with them and say, we can't get you a job. We can help you get you a job. We don't get anybody jobs. Our consumers get themselves jobs. We're there to help and build value and work within whether it be any of the networks that we develop with stakeholders or using the existing public systems or education, whatever the case may be. It's consumer driven, it's consumer informed, and it's consumer driven. We make that clear that really we're just a partner in this, and it's up to the consumer to be able to make the final decision. One of the things that I think is very successful is that there's more choice than ever before. I think our consumers were faced with maybe one opportunity, and if they didn't take it, it was like, all right, let's start all over again. Or, you know, now let's go on another six month search. Now our consumers are being presented with multiple offers, multiple opportunities. That's a really good sign. Another really good sign is the nature of the jobs that they're getting. We're now going past just the entry level job or the base job, and we're into more management. Some of our placements are six figure placements. These are consumers that many of them have been with us for a while, but some are fairly new. So like before, this is where I think our ad campaign is really helped us because consumers who maybe hadn't approach MCB before are now approaching MCB. So we're doing our best to reduce the stigma of what it means to join MCB. So many people before who were low vision, high, partial, legally blind...   Carol: Yes...   David: ...didn't really feel that they were. Well, I can see I'm not really blind. Well, if you're legally blind, then you're entitled to the services. And so people with existing track records of employment that they've been in the workforce for 20 years and now they've lost their vision. Before, many of them were just leaving. And then we would find out five years later, well, I left because I was depressed or I left because I couldn't do the job. Now we get to them more quickly and actually work with them and the employer to let them know, Hey, we're there for you. We're there to provide these reasonable accommodations. We're there to emphasize the great skills that you have. So many of these things can be remediated now with technology. So we're seeing six figure placements. We're seeing management level placements. These are all very encouraging signs. But again, they didn't just happen overnight. It's the culmination of all of these programs working together. And most importantly, let me just give a great shout out to our counselors, our VR counselors develop these relationships and work with these consumers. And really, they're part of the secret sauce here, sitting at their kitchen table with them and their families and letting them know that we're going to be there with them. I think that's irreplaceable. And you can create whatever program you want and fund it however you want. At the end of the day, that needs to happen. Without that, I don't think we'd be having the success that we're having.   Carol: I love that. I know your PSA campaign was really clever because I had looked at the ads. Very cool. Are you still continuing to do that? Is that still going on?   David: Yeah. So we're looking at another reallotment project to fund another ad buy. We're going to have a dialogue with RSA about it. I think we can show that we got results from it and if we can, I'm hoping that they'll say that that's a good use of the money. You know, right now we've gone through some change. We've had a significant aging of our MCB workforce. We've had retirements of people that have been at the agency for 40 years, 38 years, 39 years. So I think COVID really helped in a way where it gave people a pause to be able to adjust. And that's not only our consumers and our counselors, but really like the whole workforce. And as a result, many people are saying, you know what, it's now time I've put my time in and it's time to give it up to the next generation, which is good. But it's a challenge because now we spent a significant amount of time trying to backfill these positions and like something with orientation and mobility. I think one of our O & M people we got from California, another one from Michigan. So hunting around trying to find talent can be challenging and we're certainly not trying to raid other agencies or muscle other competition out because Massachusetts is the state where the cost of living is quite high. We want to make sure if we're getting people here, that they're positioned for long term success. So we've definitely been trying to navigate some of that, as I think many of my colleagues can probably resonate with on at their state level.   Carol: Oh yeah, that is the hot topic of the day. The mass retirement and kind of exodus of people out of VR. I know when I was at Minnesota, this is, you know, ten years ago I walked in the door in HR hands me a list saying I think it was over 50% of the staff were eligible to retire in the next three years. I just went, what? And they did, you know, people did because people have been with the agency. They all started together. They'd been there 30, 40 years together. And they all went. And then that just got exacerbated by the pandemic. People going out the door for sure. If people are wanting to find your PSA information, is that also on your website still?   David: It sure is. And it's on our YouTube channel as well. When I came to MCB, we had no social media. Now we've got Instagram and Facebook and Twitter and our own YouTube channel and all of these avenues that we've gotten such great input from our consumers and their families because, yeah, it's about serving the consumer, but it's also about serving their families because that's oftentimes the people that are working with the consumers just as much, if not more than our counselors. So it's about empowering the whole consumer. And what I mean, the whole consumer, I mean, it's their extended family. It's their spouse or their son or their daughter or their niece or their nephew. They're aunt, their uncle or their friend or neighbor. It takes a village. And we've had good success with that approach.   Carol: Great. It absolutely does take a village. Can you give that website address one more time?   David: Yeah, sure. It's. Mass.gov/MCB. So, its Mass dot gov. Forward slash m c b.   Carol: Excellent! Yeah. Because I know you have a lot of really good stuff out on the website, so I know you are always thinking you don't ever stop. You're on to the next thing. So what's up on deck next for MCB?   David: Yeah, I think we just need to continue to now emerge from the pandemic and continue to assimilate so many new staff that we've got. I mean, I think of our 130 staff, about 40 of them are new within the past couple of years. So there's a big assimilation going on, number one, but really making sure that our community feels safe to get back out there and independent and self determined, ready to go. That's job one.  Is getting that adjustment to blindness, that acceptance of blindness, continuing to find new consumers to be able to provide the services to. Then once we do that, then at the tried and true, it's wash, rinse, repeat on what our counselors and what VR has established so well. It's mentoring and then interning and then interviewing and then getting a job and then staying upwardly mobile in that job and trying to move up into management or entrepreneurial. And one of the new things we're working on that we piloted last year successfully with National Industries for the Blind is this entrepreneurial program. We really believe that that is the future for many of our consumers that are interested in a small business opportunity, and that is establishing an e-commerce presence online where you own your own thing and you're really an entrepreneur at that point, selling products and services online through their accessible platform. For years, we tried to get our consumers interested in selling on Amazon or eBay or these other e commerce platforms. But the platform itself, the app, the technology itself was not accessible to screen readers working with the national industries of the blind and tremendous credit to them for investing a significant amount of their time and resources into making an e commerce platform that is accessible for screen reader technology. This is a huge opportunity for people with blindness who are interested in being their own business owner online in the e commerce space. Like I said, we piloted last year. We proved the proof of concept. We have another class now going in. I would encourage anybody who thinks they have a consumer interested in this space to contact national industries of the Blind. Mention the pilot with Massachusetts that we've done. They'll know what you're talking about and get your consumers enrolled because this really is the future and it's a great opportunity.   Carol: Yeah, I thought that was a super smart idea when I was reading because that was one of your re allotment projects was to study it and to look at it and to figure that out so that can actually be a viable option for your customers.   David: That's right. We didn't just rush in horns first. We studied it, we spent time, looked around, conferred with NIB, and NIB has done a great job. Like I said, they've really made a major investment here and using their Ability One shops that they've had, they have such a tremendous network of providers and vendors that many of the products, I think it's about half of the products are actually made by blind people also. So it's almost like a double win when you really get down to it. To be able to sell these products online. We're very optimistic about it. Good things start humbly and that's where we started. We started with the first class. I think we started with 12 people. Then it went to 6 because some people didn't have the screen reader skills necessary that you would need. Then from the 6,, 3 of them dropped out because they didn't want to own the lemonade stand. They just wanted to work the lemonade stand right there from the 3. It went to 2 and then 1 ended up actually seeing it all the way through and becoming profitable. So we've proved the proof of concept. We just now need more consumers. So if you've got consumers in your area, let's get them going.   Carol: Well, it always starts with 1. You need one, you know, and then there's 2 and then there's 3 and it keeps moving up. That's great. At least it gives another opportunity. And it really is the gift that keeps on giving. You know, when you look at using those reeallotment dollars, it doesn't just benefit you. In Massachusetts, the work that you're doing can benefit the whole country.   David: Yeah, I really think that, Carol. And if people again go to Mass.gov/MCB, look at the, again now, I think it's either up to 30 or 32 different real allotment projects that we've done. There's quite a bit of information in there from studies to these campaigns to the Quest for Independence guide that we did, all of these different things. they're there for everybody else to be able to use. If we've had success, you can just kind of repurpose it and have success in your area with it.   Carol: Well, and your quest to  independence. Guide You've been being very modest about it, but that is hilarious because it's a comic book and you're the superhero. In it. It is the coolest thing. I thought that was the most clever thing I had seen in that Pre-ETS space.   David: Well, thanks, Carol. If it leads to one more employment, then we'll be pleased.   Carol: Yeah, that's cool. So, David, I know there's a lot of new directors across the country like you were a few years ago. What kind of advice would you give them as they're wrestling with ways to effectively spend their funds?   David: Yeah, it would really be, Don't just settle for what has been done previously. I've found the people at RSA to be very supportive, to be willing to listen, and just because it hasn't been done doesn't mean it can't be done. Find out what your consumers need and then figure out how to backtrack that to these federal dollars to be able to get them the resources that they need to be successful, whether it's a small business enterprise or Randolph Shepherd or they want to go to kind of a more traditional route of getting employed, whatever the case may be. There's a program that can be crafted to individualize everybody so that they feel like the job they're getting is the job for them, because that's what we want you to spend so much time getting somebody in the workforce. We want to make sure these people are staying in the workforce, staying gainfully employed, because again, we really believe that independence and self determination, that's the thing that you've got to get through so that people can long term stay viable on their own.   Carol: Well, well said. Thanks so much for being on the show today. I've been a big fan of yours for a long time and I just really wanted to get your message out to our listeners and have folks look at your website and the very cool things you can do. I know there's a synopsis of all of your projects so people can get a really good sense of what you did and what you learned. I think it was brilliant, so I wish you the very best of luck in 2023 and thanks for joining me today.   David: Carol, Thanks so much. You do such a great job. I appreciate you. Thanks for everybody for listening. And please contact us if we could be a support in any way.   Carol: Thank you.   {Music} Speaker1: Conversations powered by VR, one manager at a time, one minute at a time, brought to you by the VR TAC for Quality Management. Catch all of our podcast episodes by subscribing on Apple Podcasts, Google Podcasts or wherever you listen to podcasts. Thanks for listening!

David: I want to talk a little bit about the hospital, but I'm also curious about your life. So first, just tell me your name and what you do at Kijabe Hospital. Linette: My name is Linette. I'm a medical officer, general doctor at Kijabe. I work in the Internal Medicine department in general wards.  When COVID was here in COVID ward – now it's respiratory center, and in ICU/HDU [Intensive Care Unit/High Dependency Unit] Unit. David: Why did you end up with adults? Linette: [Laughter]Well, I love internal medicine. Anything to do with Internal Medicine, I love it. Whether it's an adult or a baby. I just love it. I feel like it's easier and maybe it's easier because of where I went to school. . . Where I went to school there's a lot of lifestyle diseases, less infectious diseases.  David: When you say lifestyle, what do you mean? Linette: Like hypertension, diabetes, things like that, which is most of internal medicine. And so, it was not like Kenya where you have infectious disease to think about. I feel like that was my foundation when I came for internship, I found this safe place, this comfortable place in internal medicine.  So, it's like, oh, I know that. It's not new to me because I've seen it, and that just made me love it more and more because I felt like I know that and now I can build on that.  I mean, it turns out you don't know anything.  You don't know what you don't know! But it's fun to build on that one. Yeah. So [Internal Medicine] is my favorite one. And why adults? I'm very emotional when it comes to kids, and my pediatric rotation was full of a lot of tears. So, I was like, “No, I need to like, get myself together and be a doctor and look like a human. . .what?  Hard-board or something. . .like nothing is touching me, I'm just okay.” But inside I'm all mushy. So, I feel like kids really remove that from me. And then adults are like, “okay, I can cry about this later, let's deal with it now.” But then kids, cry now!  [Laughter] David: That's great.  You did your you did your internship at Kijabe? Linette: Yes. Yes. David: Tell us about medical school. How in the world did you go to school where you went to school? Linette: I went to school in Russia, the Russian Federation. And it was just it was a miracle of sorts because I had no idea that I could go to school in Russia. In fact, I didn't even want to be a doctor until my last year of high school when I feel I felt the Lord telling me to be a doctor. And I was really against it for like a month. I spent a month arguing with God in my closet. Like, really? You really want me to do that? I've never wanted to do that. I want to be a lawyer. I want to be a scientist. I want to do research. I had all these other plans. David: Anything but medicine. Linette: Yeah, anything but medicine. Everyone wants to be a doctor, but who is going to take out the trash?  Who's going to be the mechanic? Who's going to be the engineer?  I don't want to be a doctor, everyone's going to be a doctor.  It turns out not everyone became a doctor - I became the doctor! God has a sense of humor because the thing that I was fighting so hard not to do turned out to be the thing that I do the easiest.   I went to med school and God make it made it so easy for me to learn and to understand the concepts. . .to understand physiology and how the body works and what drug goes with that. So, I was like, "Hey, man, it's good to follow what you feel God is saying to you." And boy, am I glad I did that.  And then Russia. A friend of mine visited from Russia. I hadn't seen her for years. She was in second year [of medical school]. She told me Russia is good. David: She's Kenyan? Linette: She is Zambian. At that time, I was living in Botswana, that's where I grew up. So, my Zambian friend comes home for holiday and I'm like, "Hey, long time, I haven't seen you. It's been years. Where have you been?" She's like, "I've been in Russia." What are you doing? "I'm doing medicine." And I'm like, okay, that's amazing. I hadn't yet agreed with this whole plan to do medicine in my heart, but I thought, "This is a good like idea to look into Russia as a school option."  I didn't want to stay in Botswana to do my university. So, I asked her questions, and she said that teachers are good, the groups are small when you study so the teachers can follow you very closely. And she said everything except that they don't speak English. [Laughter] And I feel like God literally blinded me to that because I asked every question except, "What language do they speak?" I mean, I know there is Russian, but surely, surely, they speak English, right? They're white! No, they don't. And I found that out when I landed in the country. [Laughter] So, I out of curiosity, I study Russian. I'm so excited.  I'm going to Russia! And then, I land in Russia and it turns out I have survival skills now. I decided, "Well, I'm here, so I have to keep a positive mind about it and learn it as fast as possible so that life can get easier." And that's what I did. So, I learned it and life got really much easier. David: And so that was how long? Five years? Six years? Linette: Yes, six. David: And then. So, you're from Botswana. How did you get to Kenya? Linette: I'm from Kenya. David: Okay. Linette: I was born in Kenya. My parents are Kenyan, my dad is a civil engineer.  When I was five, my dad applied for a job with the government of Botswana, and he got it. He moved to Botswana to look for greener pastures. Then the family followed him. So that's where we all grew up, me and my sisters, except for my youngest sister, who was like a bit young when they moved back to Kenya when I was in third year in Russia. When they moved back now, home became Kenya again. So, when I finished with Russia, I came home to Kenya. So now I had to learn a new language, Swahili [laughter] because, I know how to say hi, but everything else is a blur because I was five when we left. But because I had learned Russian, I was like, "This is nothing impossible. Surely it's just a language." And now I speak it fairly well. I can speak Swahili and no one knows I'm not really Kenyan, but when I speak English, they know because my accent is not Kenyan. David: Yeah, Botswana - that's like the usually the voice actors and people like on TV in America, like that's the pure like, classic African accent.  So, like in Disney movies it's always a Botswana accent. David: And so, what were challenges? Did you have time off in between in between finishing medical school and starting internship? How did you end up at Kijabe? Linette: I had a whole year of nightmare. None of my papers were Kenyan, so I went through such a terrible time. I went to try and verify my degree and they said I had to verify my high school certificate. And then when I went to try and verify that, they said I had to verify the primary school certificate. And most of that was like, we need a physical letter from the governing body in Botswana. I have no family left there. How am I going to get like a real letter from them? But thank God for friends. I asked a couple of friends to help me, and they sacrificed time from their jobs to help me chase down that. It took a whole year from the time that I came back to the time that I started internship. And even after doing the whole verification thing, turns out you don't just do internship, you do pre-internship, which is like an internship, but then it doesn't count. And then you write board exams. So, I did that. And then just as I was about to ballot for a government place in the internship, a cousin of mine asked me, “have you tried Mission Hospitals?”  She had worked for Mission Hospitals and she feels like they're great. Linette: I was like, "I've never thought of that. What's that?"  She told me, "the last interview is next week, Monday, find a way there."  So, I found a way there [laughter], showed up, did the Kijabe interview and I fell in love with Kijabe just from talking to the doctors on the panel. Dr. Arianna was on that panel that day. I was I was so in love with Kijabe. I was like, I'm done. I'm going to Kijabe!  I didn't even interview the other two places. I'm going to Kijabe - I'm not going anywhere else. So, I went home all happy. I'm like, "I'm going to Kijabe, I'm going to Kijabe!" I don't know, that was just I was just so sure. I fell in love with this place before I came here. And since I came, I've not been able to leave since, like you think about going anywhere else and you're like, okay, so what's life going to be like there? Nope, I'll stick to this one. David: What particularly do you like about it?  Linette: I love the compassion with which people approach medicine.  I mean, there is science and there's evidence and there's all that. Anyone can get that anywhere, you know? But there's a human touch and aspect that you can't buy anywhere. You can't buy that. And then a lot of these doctors are Christians. . .and missionaries, they're here not because their homes are not comfortable, or their countries are not good.  I mean, I've been a foreigner. I know it's home that's always best. It's very uncomfortable to be a foreigner sometimes, but the [missionaries] are here because they feel like their call to humanity is higher or greater than their comfort.  I feel like because God told me to be a doctor, it's great to be around people who take medicine like a calling. There's also the evidence-based approach, you know.  It's not quack medicine, it's not abracadabra. It's, "Okay, I read this paper and it says, 'This approach is better for this disease.'" And that's what we do. We do that because the best idea wins.  The best idea is tested. It's tried. It's been through trials and studies and that idea wins. So, every protocol changes according to the idea, the evidence that has come up. The system of correction for mistakes, audit, is taken very seriously. Audit helps us change protocols, change our approach. It's one thing to say, "we will do" and then it's another thing to actually do. It's a culture that goes on from the highest doctor to the lowest staffer.  Even a patient assistant adheres to the protocol. That's a cultural thing that you can't buy. If people's mentality is "I'm here to get my money and go," then they would never do that. But the fact that we say something in a meeting, and it actually happens - that's wonderful.  David: Wow. That's awesome. I love it. So, internal medicine. . .What's good about it and what's hard about it? What do you love and what's the most challenging? Linette: Let me start with what's hard. What's hard is at least once or twice a week, there is this one patient, who, I'm like, "I have no idea what's going on here." And then, once in a while, there's this patient who everyone is like, "I have no idea what's going on."  Really? That's mind boggling. But then that's also why it's great because every time you think you know, you don't know.  You don't know what you don't know. But then, every time, you find out there's more to learn. I love that opportunity to grow.   I like places where I can be put under pressure to grow.  There's no bigger force or pressure than the feeling of "I don't know." Then there's this culture of mentorship that Kijabe has. I have awesome seniors who don't make me feel dumb for not knowing. So, when I don't know, there's always someone a phone call away who might know. And if they don't know, they're so honest. I love that they're so honest when they don't know. And they're always willing to offer advice on, "have you tried this, and have you tried that and how do you check this and that?" Then they teach you how they think so that you can be a proper mentee. I love that. That's what I love about internal medicine in Kijabe. I don't know about internal medicine in any other place, but here, it's like you're free to be dumb if you're dumb and we will help you get smart. David: I don't think that's a problem for you. You're very humble. Doctor Tony Nguyen is the head of internal medicine right now, and he was telling me that. . . Linette: He's my boss and he's awesome. David: Oh, that's great. He was talking about ventilated patients, that a lot of your patients are younger. Why do patients come to you? What are their issues? Linette: Well, our vented patients are younger, and most of that is because of our resource limited setting. Because of our resource limited setting, we can't afford to intubate everyone. So, our protocol favors a younger patient with less chronic disease going on. It's very sad that we have to make that decision, but we only have a very small amount of resources - in this case ventilators. David: So how many do you have that are working right now? Linette: We have five good vents.  David: I think your definition of good is different from mine. Linette: Like, it keeps the patient alive. That's good enough. David: So, that's the distinction. There's actual good, because you have some good [ventilators] and others from 1953 and it's a small miracle. . . Linette: It's working. It's working. (laughter) David: But that makes me very nervous. Linette: It does. It does. But then we live by faith. I mean literally surviving on small miracles. So, there's two really, really good ventilators that have this nice screen. David: The GE ones? Linette: Yeah. They have all these screens that you can read. And then there's these [old] ones which are guessing some of the stuff in the background.  David: It's totally manual, right? You have dials, you can adjust, but there's no waveform, there's no tidal volume, you're just. . . Linette: Guessing. There's nothing to see. It's just put in the settings that you want and hope and pray that that's it. Then if that doesn't work, you try something else and see if that works. And that's how we live. Imagine. David: Yeah, not that that's not good, but that's what I'm hoping we can improve on someday. Linette: If I have five solid ventilators, I think I can depend on. I mean, I think they can save five lives.  David: And so, you're saying you can have protocols for younger people.  What about - I don't know if you call it a dance or juggling - interactions between different departments work because? I mean, patients are surgical or medical somewhat, but there's a lot of overlap. Linette: Yes. It's a lot of teamwork that's required because a lot of patients in the ICU are surgical. But then if they're in the ICU, they're your patient [medical team]. They are surgical, but they're still yours. And that [relationship] needs a lot of communication between us, a lot of understanding, because sometimes we see with our eyes the medical stuff and they see with their eyes, the surgical stuff.  And we don't see what they see, and they don't see what we see. So, every time we make decisions, it's important to like double back and ask them, "Okay, we want to do this. Is this going to affect what you are doing in any way? Is this going to harm the patient instead of help the patient?" Because sometimes you might do something and maybe cause bleeding or maybe it does something that we didn't intend to do, but the surgeon would have known that, and we didn't. So, it takes a lot of teamwork to survive a patient in ICU.   Linette: Sometimes when we are admitting patients, we feel like this patient might need intubation and we might not be able to give them that resource, we try our best to refer them at the door before they even get to the point of deteriorating and needing the intubation. We just tell them, "Look, it's not looking good.” Usually, it's the family we are talking to because [the patient] is so badly off, and we tell them “It's not looking good. It's likely they're going to need intensive care. We don't have room, please go to another place.” Some of them refuse. Oh gosh, some of them refuse. They're like, “we don't have anywhere else to go.”  Those are tough because they end up staying in Casualty forever. And then we end up like creating an Intensive Care Unit in Casualty because you can't just watch someone die. That's a hard thing. And then some of them die. That's the painful part because you're like, "If we had this, they wouldn't have died," but we don't. David: Do you have a sense of what it would take? I mean, we want to get we want to get some new ventilators. We want to get ten, maybe more, high dependency unit beds. What would it take to treat everybody you think we should be treating? Linette: Oh, my gosh. A lot of money! David: Well, not in the money sense, but how many HDU beds? How many ward beds? What would it take to do everything you would love to see us doing? Linette: That would be crazy, because, if I compare it to what other hospitals are actually achieving, they can have anywhere from 20 to 30 or 40 ICU beds and we have 5. So that's a huge dream for us.  And then we have ten HDU (High Dependency Unit) beds. You can imagine if they have 20 ICU, they have like double that for HDU and we have only 10. So, it's going to take that much more muscle.  Then the other issue is staffing, because we are so few in our department and a lot of our people are missionaries. It's wonderful because they are here to help, but then they can't always be here to help because they have their homes to go back to. So, we have a lot of visiting doctors who come in. Oh my gosh, when they come, we're like, oh, we can breathe a little bit, you know.  We breathe for like a month. And then they go and then we're dying again.  We have ECCCOs who are in ICU every week. David: What does that stand for? Linette: It's Emergency and Critical Care Clinical Officer. They are clinical officers who have a higher degree in critical care and emergencies. They're awesome. Awesome. They run the ICU very well. A whole ICU really depends on an ECCCO. If the ECCCO is good, they respond to the emergency quickly. They call the doctor quickly. And they a lot of times you get to [the patient], they're already intubated.  They are so good. They respond to emergencies very, very quickly.  So, there's always one just one in a whole week who does the day and then one in a whole week who does a night and then one in a whole week who does casualty. If we were to ever expand, I think more beds would be overwhelming for one ECCCO.  And sometimes we have two because there's one and then a student. But then sometimes that could slow the [senior] one down because they're trying to do teaching, you know, like they're trying to show the other one. So that would take more doctors, more critical care nurses who by the way, are so awesome.  David: And there's training, there's a lot of training going on. This is one of the things I look at. I think, "five beds." There's the patient side. There are more patients who need help.  But then the training side, Oh my goodness. We have a critical care nursing program. We have the emergency and critical care clinical officer training program. Linette: Yes. David: And when I just look at it, I think we need to take care of more patients so they can, to use an exercise term, do more push-ups.The more patients they see, the better they will be coming out of school. Linette: It's much better for them. David: And then you're also taking the nurse anesthetists. They come through. Linette: On rotations, higher degree nurses doing their rotations and the anesthesia residents and surgical residents. David: Oh, and surgical. So that's part of their that's part of their residency? Linette: Yeah, there are a lot of learners, actually. Our teams are more than the patients by far. By far. David: That's at least 50 learners in a year.  Linette: They could be more, because per week, it's crazy.  The last time I was in the ICU, I had three ECCCO students and three KRNA's (Kenya Registered Nurse Anesthetists) and one more intern and two or critical care nurses. That's ten learners.  And then if you're on the rotation, you have to teach the ICU curriculum for that week.  David: So, you're doing that teaching? Linette: Yes. Yes. I teach. Right now, I took a break because I've been so busy with my family, but I teach physiology in the school. David: Oh, for the nursing students?  Linette: For the clinical officers. Linette: I teach human physiology. David: Awesome. That is a lot. Linette: Yeah, it is. That's why I, like, put a pause on it, because I'm like, “Let me just have a baby first and then I can think about it.” David: Yeah, that's awesome. How old is your little one? Linette: He's turning one [year old] this week.  David: So, you're entering a new phase, you're starting to sleep. And you're also starting to, realize, every second there's more trouble. Linette: He can get into. Yes, I'm battling chronic fatigue. He's such a handful. He's all over the place. And then he just discovered how to walk. So now it's like, "get everything out of the way." And just when you think you got everything out of the way, he discovers another one. David: What would it take to build a proper ICU?   That will be a phase-three of the hospital master plan.  This year there will be a new oxygen and facilities plant that they're calling an Energy Center. That will go It will be just outside of Wairegi [the men's ward]. That's part one.  Part two is the new outpatient center.  And then part three will be where outpatient currently is. They want to build a huge building that will be maternity, internal medicine, ICU. I think it'll take that [building] to get to 30 or 40 beds. But I'm hopeful that we can figure out how to do something substantially more in the near term.  If we get equipment, it can roll where it needs to go.  Knocking out walls and things like that are permanent, but equipment can follow the need. If it needs to go to Centennial [ward], it can go to Centennial. If it needs to go wherever, it can go wherever. So, I hope I hope we can do a substantial expansion this year. Because it's important and it needs to happen for you guys to be able to do what you're good at. Linette: Yeah. And now we have a renal unit, so we have, super-sick patients who we used to refer because we didn't have a renal unit. Now that we have an actual dialysis center in our hospital, we get called more and more into the unit because they code on the dialysis bench and we have to go there and resuscitate.  That's an ICU patient.  They cannot be anything less.  If you resuscitate, and then you don't have a ventilator, you'll just be bagging and bagging and bagging and you're like, "okay, I'll be the vent for now." But then, "how long am I going to do this? Are we going to get an ambulance? Are we going to go to another hospital?"   Most of them don't have the money to go to a hospital with an ICU. Kijabe is so friendly, in terms of ICU cost, on your pockets. So, you tell them about any other hospital in the family is like, "no, we can't afford that happen." David: Do you have to save ventilators? You have that dialysis situation. Do you have to reserve ventilators for surgical patients? Like if somebody knows something bad just came in, they're going to surgery. Linette: All the time. Yes. Every night I'm on call, I'm like, "how many ventilators do we have?" And the ECCCO tells me we have three vents. And then they're like, “the surgery team called ICU and they said that they're taking in a complicated case, and they want us to save a vent." So, if I get any emergencies overnight and I had four vents and I'm saving that one for the surgical patient.  If I get any anything in casualty that needs an intubation, I can't accept. So, I have to refer. And that's terrible for those who come crashing because they crash, and our reflex is to intubate. We don't even think, we just intubate. And then suddenly somebody is bagging and we're like, "we don't have a vent."  Sometimes we end up having to give away the vent we have reserved for an emergency, and that causes a whole chain reaction of problems because now the surgeon is angry at you because they saved the vent for the patient, and they've already cut. And you're like, "let's pray to God that you come out of anesthesia." Yeah, it's just a jumble, it's just a mess on those bad nights. And then sometimes we have to quickly extubate someone who we didn't plan to extubate today. Maybe we plan to extubate them tomorrow, and we're like, “maybe tomorrow they'll be able to get off the vent,” and then we're like, "Okay, you need to breathe for yourself now because we're coming off now." But you see, that's a problem because you're extubating prematurely and you're like, “fingers crossed, legs crossed, please breathe.” And then they breathe, and you say, "Thank you!"  David: So how do you manage all this emotionally?  Linette: That is just it's painful. It is very painful. Sometimes there is moral injury that comes with denying the vent to some patients because you're like, “if I had intubated, I am not 100% sure that you wouldn't have made it.” I'm just basing this decision on your co-morbidities or your other diseases and the fact that you have significant disease.   There's this other [patient] with less significant disease and that you are likely to not make it. So that's a bit hard.  David: What do you do with that? Like, how do you how do you process this?  How do you not explode? Linette: Our culture in the ICU is when you have a really tough time, we debrief, we call the chaplain to come talk to us, or the palliative team. They're very good at counseling staff members about "What are you feeling about this? What are you feeling about having to extubate this one? What are you feeling about having to do this?" And everyone opens up their heart and says, "Well, I feel like crap, like this is terrible." And, well, I have a good husband at home and he's like a doctor now because I take all my stories to him. So, I just offload on him and he's a very good listener. So, I feel better because I have that at home.  I have good support at home.  David: I love that.  Linette: Yeah. It's a tough journey, but it's also fun because we see people and its life changing. It's the difference between life and death for someone. So, our extubation days are really good. Like, "Yes, you did it, we saved one! And then 10 million more to go!” Always celebrate the small wins. David: I love that. Awesome. Thank you so much, Linette Linette: Thank you for having me. David: Appreciate, you're amazing. Linette: Thanks.

In a special Saturday edition of the Top Secrets podcast, David Blaise explains to co-host Jay McFarland why 100K per month in promo sales is not just doable, it's also a decent, worthy goal for promo distributors who aren't there yet. Comment below and let us know if you agree or disagree. David: Hi, and welcome to the podcast. In today's episode, cohost Jay McFarland and I will be discussing the significance of each $100,000 in promotional product sales. Welcome back, Jay. Jay: Hey, it's great to be back with you. David, and I really want to talk about this topic a little bit. I know you've put a lot of emphasis on that first hundred thousand dollars. What makes that so significant, so special? David: Well, that's a great question. I mean, it's the first hundred thousand dollars, it's every a hundred thousand dollars thereafter. And there's no real magic significance, I don't think. But if you bring in a thousand dollars sale or a $2,000 sale or a $5,000 sale -- and I'm talking in the promotional products industry primarily, because that's who this material was put together for -- it's helpful. It's good. It feels good to bring those sales in. But, ultimately that can be done in a day or a couple of days or a week. And I think sometimes it's just good to have sort of benchmarks that are out there a little bit. So generating a hundred thousand dollars in sales of promotional products for most people is an accomplishment. Whether that happens in the course of six months, or three months, or a month, or a week, or a day. It doesn't usually happen for most people in a day. The industry at large generally does about a quarter of a million dollars in annual sales. Most salespeople do roughly that on average in the industry. So each hundred thousand dollars is actually pretty significant. And I think that when you look at trying to make an impact and trying to generate the revenue that you need to be able to support the lifestyle that you'd like to become accustomed to, it's good to sort of stretch yourself a bit and to ask yourself. Okay. What am I doing to get to my next Hundred K in revenue or my first, if you're just getting started. Hitting that first hundred thousand is usually pretty significant for people. Jay: Yeah. I'm guessing most people remember that first hundred thousand. But I think you're right. You know, were they looking at that moment as benchmark? Were they saying " this is going to be significant and this is our plan on how we're going to reach it." Or was it kind of haphazard and what a great milestone, but what did they do ahead of time to get to that point? David: Yeah, and that's the question that each person has to ask themselves. What did I do to get me to this point? How long did it take to get there as well? I mean, there are some people who spend, and whether they start out part-time or whatever it is they're doing, some people spend six months or a year or a couple of years even before they hit six figures in gross sales. When you're doing that, you're not earning a lot of money. Some people start out and they're doing it part-time. They're doing it on the side. So if they generate a hundred grand in gross sales, it seems like a really significant accomplishment for them. But if you look at the amount of time that it took to get there, sometimes you have to say, okay, well could I have done that faster? And for people who really want to make their mark and want to be able to generate significant sales, I think that it's just a decent sort of benchmark to look at, to say, "okay, how long is it going to take me to get to my next a hundred thousand in gross sales? Is it going to take me a year? Is it going to take me six months? It's going to take me a quarter. Is it going to take me a month? How long will it take and how quickly could I do it again?" Because that will determine ultimately what your gross sales are going to be,

The paper's abstract reads: The failure of 27 wildland firefighters to follow orders to drop their heavy tools so they could move faster and outrun an exploding fire led to their death within sight of safe areas. Possible explanations for this puzzling behavior are developed using guidelines proposed by James D. Thompson, the first editor of the Administrative Science Quarterly. These explanations are then used to show that scholars of organizations are in analogous threatened positions, and they too seem to be keeping their heavy tools and falling behind. ASQ's 40th anniversary provides a pretext to reexamine this potentially dysfunctional tendency and to modify it by reaffirming an updated version of Thompson's original guidelines. The Mann Gulch fire was a wildfire in Montana where 15 smokejumpers approached the fire to begin fighting it, and unexpected high winds caused the fire to suddenly expand. This "blow-up" of the fire covered 3,000 acres (1,200 ha) in ten minutes, claiming the lives of 13 firefighters, including 12 of the smokejumpers. Only three of the smokejumpers survived. The South Canyon Fire was a 1994 wildfire that took the lives of 14 wildland firefighters on Storm King Mountain, near Glenwood Springs, Colorado, on July 6, 1994. It is often also referred to as the "Storm King" fire. Discussion Points:Some details of the Mann Gulch fire deaths due to refusal to drop their tools Weich lays out ten reasons why these firefighters may have refused to drop their tools:Couldn't hear the orderLack of explanation for order - unusual, counterintuitiveYou don't trust the leaderControl- if you lose your tools, lose capability, not a firefighterSkill at dropping tools - ie survivor who leaned a shovel against a tree instead of droppingSkill with replacement activity - it's an unfamiliar situationFailure - to drop your tools, as a firefighter,  is to failSocial dynamics - why would I do it if others are notConsequences - if people believe it won't make a difference, they won't drop.These men should have been shown the difference it would makeIdentity- being a firefighter, without tools they are throwing away their identity.  This was also shortly after WWII, where you are a coward if you throw away your weapons, and would be alienated from your groupThomson had four principles necessary for research in his publication: Administrative science should focus on relationships - you can't understand without structures and people and variables. Abstract concepts - not on single concrete ideas, but theories that apply to the fieldDevelopment of operational definitions that bridge concepts and raw experience - not vague fluffy things with confirmation bias - sadly, we still don't have all the definitions todayValue of the problem - what do they mean? What is the service researchers are trying to provide? How Weick applies these principles to the ten reasons, then looks at what it means for researchersWeick's list of ten- they are multiple, interdependent reasons – they can all be true at the same timeThompsons list of four, relating them to Weick's ten, in today's organizationsWhat are the heavy tools that we should get rid of? Weick links heaviest tools with identityDrew's thought - getting rid of risk assessments would let us move faster, but people won't drop them, relating to the ten reasons aboveTakeaways: 1) Emotional vs. cognitive  (did I hear that, do I know what to do) emotional (trust, failure, etc.) in individuals and teams2) Understanding group dynamics/first person/others to follow - the pilot diversion story, Piper Alpha oil rig jumpers, first firefighter who drops tools. Next week is episode 100 - we've got a plan! Quotes:“Our attachment to our tools is not a simple, rational thing.” - Drew“It's really hard to recognize that you're well past that point where success is not an option at all.” - Drew“These firefighters were several years since they'd been in a really raging, high-risk fire situation…” - David“I encourage anyone to read Weick's papers, they're always well-written.” - David“Well, I think according to Weick, the moment you begin to think that dropping your tools is impossible and unthinkable, that might be the moment you actually have to start wondering why you're not dropping your tools.” - Drew“The heavier the tool is, the harder it is to drop.” - Drew Resources:Karl Weick - Drop Your Tools PaperThe Safety of Work PodcastThe Safety of Work on LinkedInFeedback@safetyofwork

Anybody who's been in sales has probably been in a situation where you've been in a room with someone and you're looking at them and you're having a conversation with them. And they're looking around the room. They're looking at things. People are buzzing them on the phone. They're like, "excuse me." They're taking the call and you're sitting there and you're thinking, "why am I here? Why am I doing this?" So other people's focus or lack of focus will give you a really good idea of where you stand with them. David: Hello, and welcome to the podcast. We are back once again. Jay McFarland, and I will be discussing, maintaining focus in your day. Welcome back, Jay. Jay: It's so good to be here, David. And I know that focus is something that everybody's working on. One of the reasons I know this is all of the technology companies are building focus tools into their devices. We must be wanting this because I can now tell my phone, no I'm focused on this and it gives me different screens for that particular time so that I can be focused in on this. So we must all want to be able to focus better. And the question is, how do we achieve that? David: Yeah. Especially when there are other technology companies that are trying to get you to focus on them. Right? You gave a great example. I noticed that too, on my phone, there's the new focus button. And I like that idea, but in the meantime, nearly every social media platform is designed to steal your focus, to derail you from what it is that you wanted to do today in favor of what they would like to have you do today, which is to scroll, scroll, scroll, scroll, and then scroll some more. So we do have technology that is working for us, and we have technology that is working against us. But last time when we were talking about the idea of building proactively, I think these things tie together. As we're building proactively, we recognize that it does require day-to-day focus. And so in order to do that, we have to say, okay, how are we going to make it happen? Particularly with all sorts of forces, potentially conspiring against us. Jay: Yeah. I love that point, that on the one hand tech is trying to help us focus, and then everything else in the world, I'm like, "squirrel!" You know, squirrel there's something new and it's not just social media who's trying to distract you. It's the employees who want your time, the customers who call up because they don't know your schedule. They just know they have a question, right? So they're calling you. So how do you go about building some semblance of focus throughout your day with all of these distractions that are coming in constantly? David: Well, from my standpoint, I think we need to decide at the beginning of the day, as early as possible, what really needs to happen today? Because that'll help us to determine where our focus needs to be. What is it that actually has to get done? What has to happen? What do you have to do versus what do other people in your organization have to do? So if you own the organization, you're going to have to determine what you're doing and what they need to be focused on. And how are you going to avoid distraction? Lots of people have, or had, open door policies when people were working together. Do I have my door open? Do I have my door closed? I liked the idea of having an open-door policy. So for many years in my business, I did. But unfortunately, that sometimes programs people to think, okay, door's open! I'm constantly available. So you really need to balance that and make determinations as far as how much of your time during a given day is going to be dedicated to focus time. The work that you have to get done in a specific timeframe, in a specific way, without distraction. And then adapt or create an environment that allows you to do that. Jay: Yeah. I have a funny story. I went to a company, it was a brand new company.

All of the things that we're talking about, go to the idea of building your business proactively. From the standpoint of a business owner, how am I going to do this in a way that will actually work? From the standpoint of an employee, how can I get that stuff done? It requires coordination. But more than anything else, I think it requires this proactivity that we're talking about.  David: Hi and welcome to the podcast. In today's episode, cohost Jay McFarland and I will be discussing the idea of building your business proactively. Jay, great to see you. Jay: Thank you so much. So glad to be here as always, David. And I love this word, proactive. I know a lot of small business owners and I wouldn't say they're proactive. I would use the word haphazard. David: Ooh. Jay: Things just kind of happen. They're lucky because they get referrals or things like that. But there's not really any structure or proactivity to how they grow their business. David: Yeah. And I would love to say, "well, I started out being proactive." But I really didn't. And that's why I particularly enjoy this topic. So often when I'm doing presentations for live groups, this comes up. Because so many people feel like they're constantly having to react and deal with the day-to-day, I've got clients calling. I've got employees knocking on my door. And when you are reacting all day, it really leaves you in a difficult situation when you are actually trying to build a business proactively. So that's why I think it's a great topic to discuss. Jay: Yeah, I totally agree with you. When you're in your reactive mind you're, just not in a good place. You're going to be responding quickly, not giving time to actually think about what you're doing. If you're doing sales, it's going to put your sales at risk. If you're working with your coworkers, it might turn out to be something you're apologizing for later. Reacting is just not the way to go. I've always been taught you can act or you can react. And you want to focus on acting, because that's purposeful, and that's more the person that you want to be. David: Yeah, I think it was Steven Covey in one of the Seven Habits materials that he put out where he was talking about the difference between responding and reacting. Subtle nuance there as well. But I think when we talk about proactive, it's a completely different discussion. Jay: Yeah, I totally agree. So here I am. I've got this business, like you said, phone calls coming in. I got employees knocking on the door. I'm trying to have meetings. How do I go about this? What are some of the first steps to get to where I'm acting instead of reacting? David: Well, I think one of the first things is allocating time, creating time setting aside time. I'm not going to say finding time because no one ever finds time to do things. But creating the time, allocating the time to really think about what you want to have happen in your business. What type of clients you want to attract. What size customers you're looking for. How many you're looking for. What industries? All those types of things. Because, when we are being reactive, none of that comes into play. It's basically whoever stumbles through the door, whoever can fog a mirror. And if you want to build a business like we're describing, you can no longer just settle for that. Jay: Yeah. Are you a fan of time blocking? Like looking at your calendar the next day and blocking out like this hour is going to be for sales calls. This hour is going to be for training or whatever. David: I think it can be very helpful, but I wouldn't say that it's always completely effective. I think it's a great idea when you can pull it off, recognizing that life interferes sometimes. And so, yeah, I think it's good to have parameters in place to say, "this is the time I have allocated to this." And of course, if something comes along to disrupt it you've got to have a backup. "Okay,

Mike Isaacson: If your free speech requires an audience, might I suggest a therapist? [Theme song] Nazi SS UFOsLizards wearing human clothesHinduism's secret codesThese are nazi lies Race and IQ are in genesWarfare keeps the nation cleanWhiteness is an AIDS vaccineThese are nazi lies Hollow earth, white genocideMuslim's rampant femicideShooting suspects named Sam HydeHiter lived and no Jews died Army, navy, and the copsSecret service, special opsThey protect us, not sweatshopsThese are nazi lies Mike: Welcome once again to The Nazi Lies Podcast. I am joined by two historians today. With us is Evan Smith, lecturer at Flinders University in Adelaide, and David Renton, who taught at a number of universities in the UK and South Africa before leaving the academy to practice law, though he still finds time to research and write. Each of them has a book about today's topic: the free speech crisis. Dr. Smith's book, No Platform: A History of Anti-Fascism, Universities and the Limits of Free Speech, chronicles the No Platform policy of the National Union of Students in the UK from its foundation in 1974 to the present day. Dr. Renton's book, No Free Speech for Fascists: Exploring ‘No Platform' in History, Law and Politics, tells a much longer story of the interplay of radical leftist groups, organized fascists, and the state in shaping the UK's speech landscape and their significance in politics and law. Both are out from Routledge. I have absolutely no idea how we've managed to make the time zones work between the three of us, but welcome both of you to the podcast. Evan Smith: Thank you. David Renton: Thanks, Mike. Mike: So David, I want to start with you because your book goes all the way back to the 1640s to tell its history. So what made you start your story in the 1640s, and what did contention over speech look like before Fascism? David: Well, I wanted to start all that time back more than 300 years ago, because this is the moment when you first start to see something like the modern left and right emerge. You have in Britain, a party of order that supports the state and the king, but you also have a party which stands for more democracy and a more equal distribution of wealth. And essentially, from this point onwards in British, European, American politics, you see those same sites recreating themselves. And what happens again, and again, and again from that point onwards for hundreds of years until certainly say 50 years ago, you have essentially the people who are calling for free speech, whether that's the levellers in 1640s, Tom Paine 100 years later, J.S. Mill in the 19th Century. The left is always the people in favor of free speech. In terms of the right, if you want a kind of the first philosopher of conservatism, someone like Edmund Burke, he's not involved in the 1640s. He's a bit later, about a century and a half later. But you know, he supports conservatism. So what's his attitude towards free speech? It's really simple. He says, people who disagree with him should be jailed. There should be laws made to make it harder for them to have defenses. And more and more of them should be put in jail without even having a trial. That's the conservative position on free speech for centuries. And then what we get starting to happen in the late 20th century, something completely different which is a kind of overturning of what's been this huge, long history where it's always the left that's in favor of free speech, and it's always the right that's against it. Mike: Okay. Now, your contention is that before the appearance of Fascism, socialist radicals were solidly in favor of free speech for all. Fascism changed that, and Evan, maybe you can jump in here since this is where your book starts. What was new about Fascism that made socialists rethink their position on speech? Evan: So fascism was essentially anti-democratic and it was believed that nothing could be reasoned with because it was beyond the realms of reasonable, democratic politics. It was a violence, and the subjugation of its opponents was at the very core of fascism. And that the socialist left thought that fascism was a deeply violent movement that moved beyond the traditional realm of political discourse. So, there was no reasoning with fascists, you could only defeat them. Mike: So, let's start with David first, but I want to get both of you on this. What was the response to Fascism like before the end of World War II? David: Well, what you do is you get the left speaking out against fascism, hold demonstrations against fascism, and having to articulate a rationale of why they're against fascism. One of the things I quote in my book is a kind of famous exchange that takes place in 1937 when a poet named Nancy Cunard collected together the writers, intellectuals, and philosophers who she saw as the great inspiration to– the most important writers and so on that day. And she asked them what side they were taking on fascism. What's really interesting if you read their accounts, whether it's people like the poet W.H. Auden, novelist Gerald Bullitt, the philosopher C.E.M Joad, they all say they're against fascism, but they all put their arguments against fascism in terms of increased speech. So C.E.M Joad writes, "Fascism suppresses truth. That's why we're against fascism." Or the novelist Owen Jameson talks about fascism as a doctrine which exalts violence and uses incendiary bombs to fight ideas. So you get this thing within the left where people grasp that in order to fight off this violence and vicious enemy, they have to be opposed to it. And that means, for example, even to some extent making an exception to what's been for centuries this uniform left-wing notion: you have to protect everyone's free speech. Well people start grasping, we can't protect the fascist free speech, they're gonna use it to suppress us. So the Left makes an exception to what's been its absolute defense of free speech, but it makes this exception for the sake of protecting speech for everybody. Mike: Okay. Evan, do you want to add anything to the history of socialists and fascists before the end of World War Two? Evan: Yeah. So just kind of setting up a few things which will become important later on, and particularly because David and I are both historians of antifascism in Britain, is that there's several different ways in which antifascism emerges in the interwar period and several different tactics. One tactic is preventing fascists from marching from having a presence in public. So things like the Battle of Cable Street in 1936 is a very famous incident where the socialists and other protesters stopped the fascists from marching. There's also heckling and disrupting of fascist meetings. So this was big meetings like Olympia in June 1934, but then also smaller ones like individual fascist meetings around the country were disrupted by antifascists. There was also some that are on the left who also called for greater state intervention, usually in the form of labor councils not allowing fascists to congregate in public halls and stuff like that. So these kinds of arguments that fascism needs to be confronted, disrupted, obfuscated, starts to be developed in the 1930s. And it's where those kinds of free speech arguments emerge in the later period. Mike: Now immediately after the Second World War, fascist movements were shells of their former selves. They had almost no street presence and their organizations usually couldn't pull very many members. Still, the response to fascism when it did pop up was equally as vehement as when they organized into paramilitary formations with membership in the thousands. Something had qualitatively changed in the mind of the public regarding fascism. What did the immediate postwar response to public fascist speech look like, and what was the justification? Evan, let's start with you and then David you can add anything he misses. Evan: David probably could tell the story in a lot more detail. In the immediate post-war period in Britain, Oswald Mosley tries to revive the fascist movement under the title The Union Movement, but before that there's several kind of pro-fascist reading groups that emerge. And in response to this is kind of a disgust that fascists who had recently been imprisoned in Britain and their fellow travellers in the Nazis and the Italian Fascists and the continental fascists had been, you know, it ended in the Holocaust. There was this disgust that fascists could be organizing again in public in Britain, and that's where it mobilizes a new kind of generation of antifascists who are inspired by the 1930s to say "Never again, this won't happen on our streets." And the most important group and this is The 43 Group, which was a mixture of Jewish and communist radicals, which probably David can tell you a little bit about. David: I'd be happy to but I think before we get to 43 Group, it's kind of worth just pausing because the point Mike's left is kind of around the end of the Second World War. One thing which happens during the Second World War is of course Britain's at war with Germany. So what you start to get is Evan talked about how in the 1930s, you already have this argument like, “Should stopping fascism be something that's done by mass movements, or should it be done by the state?” In the Second World War the state has to confront that question, too, because it's got in fascism a homegrown enemy, and the British state looks at how all over Europe these states were toppled really quickly following fascist advance, and very often a pro-fascist powerful section of the ruling class had been the means by which an invading fascism then found some local ally that's enabled it to take over the state and hold the state. So the British state in 1940 actually takes a decision to intern Oswald Mosley and 800 or so of Britain's leading fascists who get jailed initially in prisons in London, then ultimately on the Isle of Man. Now, the reason why I'm going into this is because the first test of what the ordinary people in Britain think about the potential re-emergence of fascism comes even before the Second World War's ended. When Oswald Mosley is released from internment, he says he has conditioned phlebitis, he's very incapacitated, and is never going to be politically active again. And the British state buys this. And this creates–and an actual fact–the biggest single protest movement in Britain in the entire Second World War, where you get hundreds of people in certain factories going on strike against Oswald Mosley's release, and high hundreds of thousands of people signed petitions demanding that he's reinterned, and you start to get people having demonstrations saying Mosley ought to go back to jail. That kind of sets the whole context of what's going to happen after the end of the Second World War. Mosley comes out and he's terrified of public opinion; he's terrified about being seen in public. He's convinced that if you hold meetings you're going to see that cycle going on again. So for several years, the fascists barely dare hold public meetings, and they certainly don't dare hold meetings with Mosley speaking. They test the water a bit, and they have some things work for them. Evan's mentioned the 43 Group so I'll just say a couple sentences about them. The 43 Group are important in terms of what becomes later. They're not a vast number of people, but they have an absolute focus on closing down any fascist meeting. We're gonna hear later in this discussion about the phrase "No Platform" and where it comes from, but you know, in the 1940s when fascist wanted to hold meetings, the platform means literally getting together a paste table and standing on it, or standing on a tiny little ladder just to take you a couple of foot above the rest of your audience. The 43 Group specialize in a tactic which is literally knocking over those platforms. And because British fascism remained so isolated and unpopular in the aftermath of the Second World War, you know, there are 43 Group activists and organizers who look at London and say, "All right, if there going to be 12 or 13 public meetings in London this weekend, we know where they're going to be. If we can knock over every single one of those other platforms, then literally there'll be no fascists to have any chance to find an audience or put a public message in Britain." That's kind of before you get the term 'No Platform' but it's almost in essence the purest form of No Platforming. It's people being able to say, "If we get organized as a movement outside the state relying on ordinary people's opposition to fascism, we can close down every single example of fascist expression in the city and in this country." Mike: Okay. So through the 50's and 60's, there were two things happening simultaneously. On the one hand, there was the largely left wing student-led free speech movement. And on the other hand, there was a new generation of fascists who were rebuilding the fascist movement in a variety of ways. So let's start with the free speech movement. David, you deal with this more in your book. What spurred the free speech movement to happen? David: Yeah. Look in the 50s and 60s, the free speech movement is coming from the left. That's going to change, we know it's going to change like 20 or 30 years later, but up to this point we're still essentially in the same dance of forces that I outlined right at the start. That the left's in favor of free speech, the right is against it. And the right's closing down unwanted ideas and opinion. In the 50s and 60s, and I'm just going to focus on Britain and America, very often this took the form of either radicals doing some sort of peace organising–and obviously that cut against the whole basic structure of the Cold War–or it took the form of people who maybe not even necessarily radicals at all, just trying to raise understanding and consciousness about people's bodies and about sex. So for the Right, their counterattack was to label movements like for example in the early 60s on the campus of Berkeley, and then there's originally a kind of anti-war movement that very quickly just in order to have the right to organize, becomes free speech movements. And the Right then counter attacks against it saying, "Essentially, this is just a bunch of beats or kind of proto-hippies. And what they want to do is I want to get everyone interested in drugs, and they want to get everyone interested in sexuality, and they want everyone interested in all these sorts of things." So their counterattack, Reagan terms this, The Filthy Speech Movement. In the late 60s obviously in states, we have the trial of the Chicago 7, and here you have the Oz trial, which is when a group of radicals here, again that their point of view is very similar, kind of hippie-ish, anti-war milieu. But one thing is about their magazines, which again it seems very hard to imagine today but this is true, that part of the way that their their magazine sells is through essentially soft pornographic images. And there's this weird combination of soft porn together with far left politics. They'll get put on trial in the Oz trial and that's very plainly an attempt– our equivalent of the Chicago 7 to kind of close down radical speech and to get into the public mind this idea that the radicals are in favor of free speech, they're in favor of extreme left-wing politics, and they're in favor of obscenity, and all these things are somehow kind of the same thing. Now, the point I just wanted to end on is that all these big set piece trials–another one to use beforehand is the Lady Chatterley's Lover trial, the Oz trial, the Chicago 7 trial, all of these essentially end with the right losing the battle of ideas, not so much the far right but center right. And people just saying, "We pitched ourselves on the side of being against free speech, and this isn't working. If we're going to reinvent right-wing thought, make some center right-wing ideas desirable and acceptable in this new generation of people, whatever they are, then we can't keep on being the ones who are taking away people's funds, closing down ideas. We've got to let these radicals talk themselves out, and we've got to reposition ourselves as being, maybe reluctantly, but the right takes the decision off of this. The right has to be in favor of free speech too. Mike: All right. And also at this time, the far right was rebuilding. In the UK, they shifted their focus from overt antisemitism and fascism to nebulously populist anti-Black racism. The problem for them, of course, was that practically no one was fooled by this shift because it was all the same people. So, what was going on with the far right leading into the 70s? Evan, do you want to start? Evan: Yeah. So after Mosley is defeated in Britain by the 43 Group and the kind of antifascism after the war, he moves shortly to Ireland and then comes back to the UK. Interestingly, he uses universities and particularly debates with the Oxford Union, the Cambridge Union, and other kind of university societies, to find a new audience because they can't organize on the streets. So he uses–throughout the '50s and the '60s–these kind of university platforms to try and build a fascist movement. At the same time, there are people who were kind of also around in the '30s and the '40s who are moving to build a new fascist movement. It doesn't really get going into '67 when the National Front is formed from several different groups that come together, and they're really pushed into the popular consciousness because of Enoch Powell and his Rivers of Blood Speech. Enoch Powell was a Tory politician. He had been the Minister for Health in the Conservative government, and then in '68 he launches this Rivers of Blood Speech which is very much anti-immigration. This legitimizes a lot of anti-immigrationist attitudes, and part of that is that the National Front rides his coattails appealing to people who are conservatives but disaffected with the mainstream conservatism and what they saw as not being hard enough in immigration, and that they try to build off the support of the disaffected right; so, people who were supporting Enoch Powell, supporting the Monday Club which is another hard right faction in the conservatives. And in that period up until about the mid 1970s, that's the National Front's raison d'etre; it's about attracting anti-immigrationists, conservatives to build up the movement as an electoral force rather than a street force which comes later in the '70s. Mike: There was also the Apartheid movement, or the pro-Apartheid movement, that they were building on at this time as well, right? Evan: Yeah. So at this time there's apartheid in South Africa. In 1965, the Ian Smith regime in Rhodesia has a unilateral declaration of independence from Britain to maintain White minority rule. And a lot of these people who are around Powell, the Monday Club, the National Front, against decolonization more broadly, and also then support White minority rule in southern Africa. So a lot of these people end up vocalizing support for South Africa, vocalizing support for Rhodesia, and that kind of thing. And it's a mixture of anti-communism and opposition to multiracial democracy. That's another thing which they try to take on to campus in later years. Mike: So finally we get to No Platform. Now, Evan, you contend that No Platform was less than a new direction in antifascist politics than a formalization of tactics that had developed organically on the left. Can you talk a bit about that? Evan: Yeah, I'll give a quick, very brief, lead up to No Platform and to what's been happening in the late '60s. So Enoch Powell who we mentioned, he comes to try and speak on campus several times throughout the late 60s and early 70s. These are often disrupted by students that there's an argument that, "Why should Enoch Powell be allowed to come onto campus? We don't need people like that to be speaking." This happens in the late 60s. Then in '73, Hans Eysenck, who was a psychologist who was very vocal about the connection between race and IQ, he attempts to speak at the London School of Economics and his speech is disrupted by a small group of Maoists. And then also– Mike: And they physically disrupted that speech, right? That wasn't just– Evan: Yeah, they punched him and pushed him off stage and stuff like that. And a month later, Samuel Huntington who is well known now for being the Clash of Civilizations guy, he went to speak at Sussex University, and students occupied a lecture theater so he couldn't talk because they opposed his previous work with the Pentagon during the Vietnam War. This led to a moral panic beginning about the end of free speech on campus, that it's either kind of through sit-ins or through direct violence, but in the end students are intolerant. And that's happening in that five years before we get to No Platform. Mike: One thing I didn't get a good sense of from your books was what these socialist groups that were No Platforming fascists prior to the NUS policy stood for otherwise. Can we talk about the factionalization of the left in the UK in the 60s and 70s? David, maybe you can help us out on this one. David: Yeah, sure. The point to grasp, which is that the whole center of British discourse in the ‘70s was way to the left of where it is in Britain today, let alone anywhere else in the world. That from, say, ‘64 to ‘70, we had a Labour government, and around the Labour Party. We had really, really strong social movements. You know, we had something like roughly 50% of British workers were members of trade unions. We'll get on later to the Students Union, that again was a movement in which hundreds of thousands of people participated. Two particular groups that are going to be important for our discussion are the International Socialists and International Marxist Group, but maybe if I kind of go through the British left sort of by size starting from largest till we get down to them. So the largest wing we've got on the British left is Labour Party. This is a party with maybe about half a million members, but kind of 20 million affiliated members through trade unions, and it's gonna be in and out of government. Then you've got the Communist Party which is getting quite old as an organization and is obviously tied through Cold War politics to the Soviet Union. And then you get these smaller groups like the IS, the IMG. And they're Trotskyist groups so they're in the far left of labor politics as revolutionaries, but they have quite a significant social heft, much more so than the far left in Britain today because, for example, their members are involved in editing magazines like Oz. There is a moment where there's a relatively easy means for ideas to merge in the far left and then get transmitted to the Labour Party and potentially even to Labour ministers and into government. Mike: Okay, do you want to talk about the International Marxist Group and the International Socialists? Evan: Do you want me to do that or David? Mike: Yes, that'd be great. Evan: Okay. So as David mentioned, there's the Communist Party and then there's the International Socialists and the International Marxist Group. The International Marxist Group are kind of heavily based in the student movement. They're like the traditional student radicals. Tariq Ali is probably the most famous member at this stage. And they have this counter cultural attitude in a way. International Socialists are a different form of Trotskyism, and they're much more about, not so much interested in the student movement, but kind of like a rank and file trade unionism that kind of stuff, opposition to both capitalism and Soviet communism. And the IS, the IMG, and sections of the Communist Party all coalesce in the student movement, which forms the basis for pushing through a No Platform policy in the Nationalist Union of Students in 1974. Mike: Okay. So in 1974, the National Union of Students passes their No Platform policy. Now before we get into that, what is the National Union of Students? Because we don't have an analogue to that in the US. Evan, you want to tackle this one? Evan: Yeah. Basically, every university has a student union or a form of student union–some kind of student body–and the National Union of Students is the national organization, the peak body which organizes the student unions on all the various campuses around the country. Most of the student unions are affiliated to the NUS but some aren't. The NUS is a kind of democratic body and oversees student policy, but individual student unions can opt in or opt out of whether they follow NUS guidelines. And I think what needs to be understood is that the NUS was a massive organization back in those days. You know, hundreds of thousands of people via the student unions become members of the NUS. And as David was saying, the political discourse is much bigger in the '60s and '70s through bodies like this as well as things like the trade union movement. The student movement has engaged hundreds of thousands of students across Britain about these policies much more than we see anything post the 1970s. David: If I could just add a sentence or two there, that's all right. I mean, really to get a good sense of scale of this, if you look at, obviously you have the big set piece annual conventions or conferences of the National Union of Students. Actually, it doesn't even just have one a year, it has two a year. Of these two conferences, if you just think about when the delegates are being elected to them how much discussion is taking place in local universities. If you go back to some local university meetings, it's sometimes very common that you see votes of 300 students going one way, 400 another, 700 going one way in some of the larger universities. So there's an absolute ferment of discussion around these ideas. Which means that when there are set piece motions to pass, they have a democratic credibility. And they've had thousands of people debating and discussing them. It's not just like someone going on to one conference or getting something through narrowly on a show of hands. There's a feeling that these debates are the culmination of what's been a series of debates in each local university. And we've got over 100 of them in Britain. Mike: Okay, how much is the student union's presence felt on campus by the average student? Evan: That'd be massive. David: Should I do this? Because I'm a bit older than Evan and I went to university in the UK. And it's a system which is slowly being dismantled but when I was student, which is like 30 years ago, this was still largely in place. In almost every university, the exceptions are Oxford and Cambridge, but in every other university in Britain, almost all social activity takes place on a single site on campus. And that single site invariably is owned by the student's union. So your students union has a bar, has halls, it's where– They're the plumb venues on campus if you want to have speakers or if you want to have– Again, say when punk happened a couple of years later, loads and loads of the famous punk performances were taking place in the student union hall in different universities. One of the things we're going to get onto quite soon is the whole question of No Platform and what it meant to students. What I want to convey is that for loads of students having this discussion, when they're saying who should be allowed on campus or who shouldn't be allowed on campus, what's the limits? They feel they've got a say because there are a relatively small number of places where people will speak. Those places are controlled by the students' union. They're owned and run by the students' union. It's literally their buildings, their halls, they feel they've got a right to set who is allowed, who's actually chosen, and who also shouldn't be invited. Mike: Okay, cool. Thank you. Thank you for that. That's a lot more than I knew about student unions. Okay. Evan, this is the bread and butter of your book. How did No Platform come about in the NUS? Evan: So, what part of the fascist movement is doing, the far-right movement, is that it is starting to stray on campus. I talked about the major focus of the National Front is about appealing to disaffected Tories in this stage, but they are interfering in student affairs; they're disrupting student protests; they're trying to intimidate student politics. And in 1973, the National Front tried to set up students' association on several campuses in Britain And there's a concern about the fascist presence on campus. So those three left-wing groups– the IMG, the IS and the Communist Party–agree at the student union level that student unions should not allow fascists and racists to use student buildings, student services, clubs that are affiliated to the student union. They shouldn't be allowed to access these. And that's where they say about No Platform is that the student union should deny a platform to fascists and racists. And in 1974 when they put this policy to a vote and it's successful, they add, "We're going to fight them by any means necessary," because they've taken that inspiration from the antifascism of the '30s and '40s. Mike: Okay. Now opinion was clearly divided within the NUS. No Platform did not pass unanimously. So Evan, what was opinion like within the NUS regarding No Platform? Evan: Well, it passed, but there was opposition. There was opposition from the Federation of Conservative Students, but there was also opposition from other student unions who felt that No Platform was anti-free speech, so much so that in April 1974 it becomes policy, but in June 1974, they have to have another debate about whether this policy should go ahead. It wins again, but this is the same time as it happens on the same day that the police crackdown on anti-fascist demonstration in Red Lion Square in London. There's an argument that fascism is being propped up by the police and is a very real threat, so that we can't give any quarter to fascism. We need to build this No Platform policy because it is what's standing in between society and the violence of fascism. Mike: Okay. I do want to get into this issue of free speech because the US has a First Amendment which guarantees free speech, but that doesn't exist in Britain. So what basis is there for free speech in the law? I think, David, you could probably answer this best because you're a lawyer. David: [laughs] Thank you. In short, none. The basic difference between the UK and the US– Legally, we're both common law countries. But the thing that really changes in the US is this is then overlaid with the Constitution, which takes priority. So once something has been in the Constitution, that's it. It's part of your fundamental law, and the limits to it are going to be narrow. Obviously, there's a process. It's one of the things I do try and talk about in my book that the Supreme Court has to discover, has to find free speech in the American Constitution. Because again, up until the Second World War, essentially America has this in the Constitution, but it's not particularly seen as something that's important or significant or a key part of the Constitution. The whole awe and  mysticism of the First Amendment as a First Amendment is definitely something that's happened really in the last 40-50 years. Again, I don't want to go into this because it's not quite what you're getting at. But certainly, in the '20s for example, you get many of the big American decisions on free speech which shaped American law today. What everyone forgets is in every single one of them, the Supreme Court goes on to find some reason why free speech doesn't apply. So then it becomes this doctrine which is tremendously important to be ushered out and for lip service be given to, just vast chunks of people, communists, people who are in favor of encouraging abortion, contraception, whatever, they're obviously outside free speech, and you have to come up with some sophisticated justifications for that. In Britain, we don't have a constitution. We don't have laws with that primary significance. We do kind of have a weak free speech tradition, and that's kind of important for some things like there's a European Convention on Human Rights that's largely drafted by British lawyers and that tries to create in Articles 10 and 11 a general support on free speech. So they think there are things in English legal tradition, in our common law tradition, which encourage free speech.  But if we've got it as a core principle of the UK law today, we've got it because of things like that like the European Convention on Human Rights. We haven't got it because at any point in the last 30, or 50, or 70 or 100 years, British judges or politicians thought this was a really essential principle of law. We're getting it these days but largely by importing it from the United States, and that means we're importing the worst ideological version of free speech rather than what free speech ought to be, which is actually protecting the rights of most people to speak. And if you've got some exceptions, some really worked out well thought exceptions for coherent and rational reasons. That's not what we've got now in Britain, and it's not what we've really ever had. Mike: Evan, you do a good job of documenting how No Platform was applied. The experience appears to be far from uniform. Let's talk about that a little bit. Evan: Yeah, so there's like a debate happening about who No Platform should be applied to because it states– The official policy is that No Platform for racists and fascists, and there's a debate of who is a racist enough to be denied a platform. There's agreement so a group like the National Front is definitely to be No Platform. Then there's a gray area about the Monday Club. The Monday Club is a hard right faction within the conservatives. But there's a transmission of people and ideas between National Front and the Monday Club. Then there's government ministers because the British immigration system is a racist system. The Home Office is seen as a racist institution. So there's a debate of whether government politicians should be allowed to have a platform because they uphold institutional racism. We see this at different stages is that a person from the Monday Club tries to speak at Oxford and is chased out of the building. Keith Joseph, who's one of the proto-Thatcherites in the Conservative Party, comes to speak at LSE in the 1977-78 and that there is a push to say that he can't be allowed to speak because of the Conservative Party's immigration policies and so forth like that. So throughout the '70s, there is a debate of the minimalist approach with a group like the International Socialists saying that no, outright fascists are the only ones to be No Platformed. Then IMG and other groups are saying, "Actually, what about the Monday Club? What about the Society for the Protection of Unborn Children? What about Conservative Ministers? Are these people, aren't they also sharing that kind of discriminatory agenda that shouldn't be allowed a platform?" Mike: Okay, and there were some objections within the National Union of Students to some applications of No Platform, right? Evan: Yeah, well, not so much in the '70s. But once you get into the '80s, there's a big push for it. But probably the biggest issue in the '70s is that the application of No Platform to pro-Israel groups and Jewish student groups. In 1975, there's a UN resolution that Zionism is a form of racism, and that several student groups say, "Well, pro-Israel groups are Zionists. If Zionism is a form of racism and No Platform should be applied to racists or fascists, shouldn't they the pro-Israel groups then be denied a platform? Should pro-Israel groups be disaffiliated from student unions, etc.?" Several student unions do this at the local level, but there's a backlash from the NUS at the national level so much so the NUS actually suspends No Platform for about six months. It is reintroduced with an explicit piece of it saying that if No Platform is reinstituted, it can't be applied to Zionists groups, to pro-Israel groups, to Jewish societies. But a reason that they can't, the NUS can't withhold No Platform as a policy in the late 1970s is because they've been playing catch up because by this time, the Anti-Nazi League, Rock Against Racism are major mass movements of people because the National Front is seen as a major problem, and the NUS has to have some kind of anti-Fascist, anti-racist response. They can't sit on their hands because they're going dragged along by the Anti-Nazi League. Mike: One thing that you talked about in your book, David, is that simultaneous to No Platform was this movement for hate speech prohibitions. Talk about how these movements differed. David: Well, I think the best way to convey it is if we go back to the motion that was actually passed at the National Union of Students spring conference in May '74. If you don't mind, I'll just begin by reading it out. Conference recognizes the need to refuse any assistance, financial or otherwise, to openly racist or fascist organizations or societies (e.g., Monday Club, National Front, Action Party, Union Movement, National Democratic Party) and to deny them a platform. What I want to try and convey is that when you think about how you got this coalition within the National Union of Students in support of that motion, there were like two or three different ideas being signaled in that one motion. And if you then apply them, particularly what's happening as we're talking 50 years later now, if you apply them through the subsequent 50 years of activism, they do point in quite different directions. To just start up, “conference recognizes the need to refuse any assistance” dadadada. What's really been good at here, I'm sure some of the people who passed No Platform promotion just had this idea, right? What we are, we're a movement of students' unions. We're a movement of buildings which are run by students and are for students. People have said to themselves, all this motion is really committing us to do is to say that we won't give any assistance to racist or fascist organizations. So what that means in practice is in our buildings, in our halls, we won't invite them in. Now, it may be that, say, the university will invite a conservative minister or the university will allow some far-right person to have a platform in election time. But the key idea, one key idea that's going on with this, just those things won't happen in our students' unions. They're our buildings; they're our halls. To use a term that hasn't really been coined yet, but this is in people's heads, is the idea of a safe space. It's just, student unions are our safe space. We don't need to worry about who exactly these terrible people are. Whoever and whatever they are, we don't want them on our patch. That's idea number one. Idea number two is that this is really about stopping fascists. It's not about any other form of discrimination. I'll come on to idea three in a moment. With idea three, this is about fascist organizations. You can see in a sense the motion is talking to people, people coming on and saying like I might not even be particularly left wing, but I don't like fascists. Evan talked about say for example, Zionist organizations. Could a Zionist organization, which is militantly antifascist, could they vote this motion? Yes. And how they'd sell it to themselves is this is only about fascism. So you can see this in the phrase, this is about refusing systems to “openly racist or fascist organizations,” and then look at the organizations which are listed: the National Front, well yeah, they're fascists; the Union Movement, yeah, they're fascists; the National Democratic Party, they're another little fascist splinter group.And then the only one there that isn't necessarily exactly fascist is the Monday Club who are a bunch of Tories who've been in the press constantly in the last two years when this motion is written for their alliance with National Front holding demonstrations and meetings together. So some people, this is just about protecting their space. Some people, this is about excluding fascists and no one else. But then look again at the motion, you'll see another word in there. “Conference recognizes the need to refuse any assistance to openly racist or fascist organizations.” So right from the start, there's a debate, what does this word racist mean in the motion? Now, one way you could read the motion is like this. From today, we can all see that groups like the National Front are fascists. Their leaders can spend most of the rest of the decade appearing constantly in literature produced by anti-fascist groups, identifying them as fascist, naming them as fascist, then we have to have a mass movement against fascism and nazism. But the point is in 1974, that hadn't happened yet. In most people's heads, groups like the National Front was still, the best way to describe them that no one could disagree to at least say they were openly racist. That was how they described themselves. So you could ban the National Front without needing to have a theological discussion about whether they fitted exactly within your definition of fascism. But the point I really want to convey is that the motion succeeds because it blurs the difference between saying anything can be banned because it's fascist specifically or anything can be banned because it's racist or fascist. This isn't immediately apparent in 1974, but what becomes pretty apparent over time is for example as Evan's documented already, even before 1974, there have been non-fascists, there have been conservatives going around student unions speaking in pretty racist terms. All right, so can they be banned? If the answer is this goes to racists or fascists, then definitely they can be banned. But now wait a second. Is there anyone else in British politics who's racist? Well, at this point, both main political parties are standing for election on platforms of excluding people from Britain effectively on the basis of the color of their skin. All right, so you can ban all the main political parties in Britain. All right, well, how about the newspapers? Well, every single newspaper in Britain, even the pro-Labour ones, is running front page articles supporting the British government. All right, so you could ban all newspapers in Britain. Well, how about the television channel? Well, we've only got three, but the best-selling comedies on all of them are comedies which make fun of people because they're foreigners and because they're Black. You can list them all. There's dozens of these horrible programs, which for most people in Britain now are unwatchable. But they're all of national culture in Britain in the early '70s. Alright, so you say, all right, so students we could ban every television channel in Britain, every newspaper in Britain, and every political party in Britain, except maybe one or two on the far left. It's like, wait a second people, I've only been doing racism. Well, let's take seriously the notion, if we're against all forms of racism, how can we be against racism without also being against sexism? Without being against homophobia? So the thing about No Platform is there's really only two ways you can read it in the end, and certainly once you apply it outside the 1970s today. Number one, you can say this is a relatively tightly drawn motion, which is trying to pin the blame on fascists as something which is growing tremendously fast in early 1970s and trying to keep them out. Maybe it'd be good to keep other people out too, but it's not trying to keep everyone out. Or you've got, what we're confronting today which is essentially this is an attempt to prevent students from suffering the misery, the hatred, the fury of hate speech. This is an attempt to keep all hate speech off campus, but with no definition or limit on hate speech. Acceptance of hate speech 50 years later might be much more widely understood than it is in early '70s. So you've got warring in this one motion two completely different notions of who it's right politically to refuse platforms to. That's going to get tested out in real life, but it's not been resolved by the 1974 motion, which in a sense looks both ways. Either the people want to keep the ban narrow or the people want to keep it broad, either of them can look at that motion and say yeah, this is the motion which gives the basis to what we're trying to do. Mike: Okay. I do want to get back to the notion of the maximalist versus the precisionist view of No Platform. But first before that, I want to talk about the Anti-Nazi League and Rock Against Racism to just get more of a broader context than just the students in Britain in terms of antifascism. David, do you want to talk about that? David: Okay. Well, I guess because another of my books is about Rock Against Racism and the Anti-Nazi League, so I'll try and do this really short. I'll make two points. First is that these movements which currently ended in the 1970s are really very large. They're probably one of the two largest street movements in post-war British history. The only other one that's candidate for that is the anti-war movement, whether that's in the '80s or the early 2000s. But they're on that same scale as amongst the largest mass movements in British history. In terms of Rock Against Racism, the Anti-Nazi League, the total number of people involved in them is massive; it's around half a million to a million people. They're single most famous events, two huge three carnivals in London in 1977, which each have hundreds of thousands of people attending them and bring together the most exciting bands. They are the likes of The Clash, etc, etc. It's a movement which involves people graffitiing against Nazis, painting out far-right graffiti. It's a movement which is expressed in streets in terms of set piece confrontations, clashes with far-right, Lewisham in ‘76, Southall in ‘79. These are just huge movements which involve a whole generation of people very much associated with the emergence of punk music and when for a period in time in Britain are against that kind of visceral street racism, which National Front represents. I should say that they have slightly different attitudes, each of them towards the issue of free speech, but there's a massive interchange of personnel. They're very large. The same organizations involved in each, and they include an older version of the same activist who you've seen in student union politics in '74 as were they you could say they graduate into involvement in the mass movements like Rock Against Racism and the Anti-Nazi League. Now, I want to say specifically about the Anti-Nazi League and free speech. The Anti-Nazi League takes from student politics this idea of No Platform and tries to base a whole mass movement around it. The idea is very simply, the National Front should not be allowed a platform to speak, to organize, to win converts anywhere. Probably with the Anti-Nazi League, the most important expressions of this is two things. Firstly, when the National Front tries to hold election meetings, which they do particularly in the run up to '79 election, and those are picketed, people demonstrated outside of them  A lot of them are the weekend in schools. One at Southall is in a town hall. These just lead to repeated clashes between the Anti-Nazi League and the National Front. The other thing which the Anti-Nazi League takes seriously is trying to organize workers into closing off opportunities for the National Front spread their propaganda. For example, their attempts to get postal workers to refuse to deliver election materials to the National Front. Or again, there's something which it's only possible to imagine in the '70s; you couldn't imagine it today. The National Front is entitled to election broadcasts because it's standing parliament. Then the technical workers at the main TV stations go on strike and refuse to let these broadcasts go out. So in all these ways, there's this idea around the Anti-Nazi League of No Platform. But No Platform is No Platform for fascists. It's the National Front should not get a chance to spread its election message. It's not yet that kind of broader notion of, in essence, anything which is hate speech is unacceptable. In a sense, it can't be. Because when you're talking about students' unions and their original No Platform motion and so forth, at the core of it is they're trying to control their own campuses. There's a notion of students' power. The Anti-Nazi League, it may be huge mass movement and may have hundreds of thousands people involved in it, but no one in Anti-Nazi League thinks that this organization represents such a large majority that they could literally control the content of every single TV station, the content of every single newspaper. You can try and drive the National Front out, but if people in that movement had said right, we actually want to literally carve out every expression of racism and every expression of sexism from society, that would have been a yet bigger task by another enormous degrees of scale. Mike: Okay, I do want to talk a little bit more about Rock Against Racism just particularly how it was founded, what led to its founding. I think it gives a good sense of where Britain was at, politically. David: Right. Rock Against Racism was founded in 1976. The two main events which are going on in the heads of the organizers when they launched it, number one, David Bowie's weird fascist turn, his interview with Playboy magazine in which he talks about Hitler being the first rock and roll superstar, the moment where he was photographed returning from tours in America and comes to Victoria Station and appears to give a Nazi salute. The reason why with Bowie it matters is because he's a hero. Bowie seems to represent the emergence of a new kind of masculinity, new kind of attitude with sexuality. If someone like that is so damaged that he's going around saying Hitler is the greatest, that's really terrifying to Bowie fans and for a wider set of people. The other person who leads directly to the launch of Rock Against Racism is Eric Clapton. He interrupts a gig in Birmingham in summer '76 to just start giving this big drunken rant about how some foreigner pinched his missus' bum and how Enoch Powell is the greatest ever. The reason why people find Eric Clapton so contemptible and why this leads to such a mass movement is weirdly it's the opposite of Bowie that no one amongst the young cool kids regards Clapton as a hero. But being this number one star and he's clearly spent his career stealing off Black music and now he's going to support that horror of Enoch Powell as well, it just all seems so absolutely ridiculous and outrageous that people launch an open letter to the press and that gets thousands of people involved. But since you've asked me about Rock Against Racism, I do want to say Rock Against Racism does have a weirdly and certainly different attitude towards free speech to the Anti-Nazi League. And this isn't necessarily something that was apparent at the time. It's only kind of apparent now when you look back at it. But one of the really interesting things about Rock Against Racism is that because it was a movement of young people who were trying to reclaim music and make cultural form that could overturn British politics and change the world, is that they didn't turn around and say, "We just want to cut off all the racists and treat them as bad and shoot them out into space," kind of as what the Anti-Nazi League's trying to do to fascists. Rock Against Racism grasped that if you're going to try and change this cultural milieu which is music, you actually had to have a bit of a discussion and debate and an argument with the racists, but they tried to have it on their own terms. So concretely, what people would do is Rock Against Racism courted one particular band called Sham 69, who were one of the most popular young skinhead bands, but also had a bunch of neo-nazis amongst their roadies and things like that. They actually put on gigs Sham 69, put them on student union halls, surrounded them with Black acts. Knew that these people were going to bring skinheads into the things, had them performing under Rock Against Racism banner, and almost forced the band to get into the state of practical warfare with their own fans to try and say to them, "We don't want you to be nazis anymore. We want you to stop this." That dynamic, it was incredibly brave, was incredibly bold. It was really destructive for some of the individuals involved like Jimmy Pursey, the lead singer of Sham 69. Effectively saying to them, "Right, we want you to put on a gig every week where you're going to get bottled by your own fans, and you're going to end up like punching them, just to get them to stop being racist." But we can't see any other way of shifting this milieu of young people who we see as our potential allies. There were lots of sort of local things like that with Rock Against Racism. It wasn't about creating a safe space in which bad ideas couldn't come in; it was about going onto the enemy's ideological trend and going, "Right, on this trend, we can have an argument. We can win this argument." So it is really quite an interesting cultural attempt to change the politics of the street. Mike: Okay, now you two have very different ideas of what No Platform is in its essence. Evan, you believe that No Platform was shifting in scope from its inception and it is properly directed at any institutional platform afforded to vociferous bigots. While David you believe that No Platform is only properly applied against fascists, and going beyond that is a dangerous form of mission creep. Now, I absolutely hate debates. [laughter] I think the format does more to close off discussion than to draw out information on the topic at hand. So, what I don't want to happen is have you two arguing with each other about your positions on No Platform (and maybe me, because I have yet a third position). David: Okay Mike, honestly, we've known each other for years. We've always been– Mike: Yeah, yeah, yeah. David: –your listeners will pick up, there's loads we agree on, too. So I'm sure we can deal without that rubbish debate. [Evan laughs] Mike: All right. So what I'd like to do is ground this discussion as much as possible in history rather than abstract moral principles. So in that interest, can each of you talk a bit about the individuals and groups that have taken the position on No Platform that you have, and how they've defended their positions? David let's start with you. What groups were there insisting that No Platform was necessary but its necessity was limited to overt fascists? David: Well, I think in practice, that was the approach of Rock Against Racism. They took a very different attitude towards people who were tough ideological fascists, to the people who were around them who were definitely racist, but who were capable of being argued out of that. I mean, I've given the example of the policy of trying to have a debate with Sham 69 or use them as a mechanism to change their audience. What I want to convey is in every Rock Against Racism group around the country, they were often attempts to something very similar. People talk about Birmingham and Leeds, whether it be sort of local Rock Against Racism groups, they might put on– might get a big band from some other city once a month, but three weeks out of four, all they're doing is they're putting on a local some kind of music night, and they might get a hundred people there. But they'd go out of the way to invite people who they saw as wavering supporters of The National Front. But the point is this wasn't like– We all know how bad faith debates work. It's something like it's two big ego speakers who disagree with each other, giving them half an hour each to debate and know their audience is already persuaded that one of them's an asshole, one of them's great. This isn't what they were trying to do. They were trying to win over one by one wavering racists by putting them in an environment where they were surrounded by anti-racists. So it was about trying to create a climate where you could shift some people who had hateful ideas in their head, but were also capable of being pulled away from them. They didn't do set piece debates with fascists because they knew that the set piece debates with fascists, the fascists weren't going to listen to what they were going to say anyway. But what they did do is they did try to shift people in their local area to try and create a different atmosphere in their local area. And they had that attitude towards individual wavering racists, but they never had that attitude towards the fascist leaders. The fascist leaders as far as they're concerned, very, very simple, we got to close up the platform to them. We got to deprive them of a chance. Another example, Rock Against Racism, how it kind of made those sorts of distinctions. I always think with Rock Against Racism you know, they had a go at Clapton. They weren't at all surprised when he refused to apologize. But with Bowie, there was always a sense, "We want to create space for Bowie. We want to get Bowie back because Bowie's winnable." That's one of the things about that movement, is that the absolute uncrossable line was fascism. But if people could be pulled back away from that and away from the ideas associated with that, then they wanted to create the space to make that happen. Mike: Okay, and Evan, what groups took the Maximalist approach to No Platform and what was their reasoning? Evan: Yeah. So I think the discussion happens once the National Front goes away as the kind of the major threat. So the 1979 election, the National Front does dismally, and we can partially attribute that to the Anti-Nazi League and Rock Against Racism, kind of this popular antifascist movement. But there's also that Margaret Thatcher comes to power, and there's an argument that's made by historians is that she has pulled away the racist vote away from the National Front back to the conservatives. It's really kind of a realignment of leftwing politics under Thatcher because it's a much more confrontational conservative government, but there's also kind of these other issues which are kind of the new social movements and what we would now term as identity politics, they're forming in the sixties and seventies and are really big issues in the 1980s. So kind of like feminism, gay rights, andthat,  there's an argument among some of the students that if we have a No Platform for racism and fascism, why don't we have a No Platform for sexism? Why don't we have a No Platform for homophobia? And there are certain student unions who try to do this. So LSE in 1981, they endorse a No Platform for sexist as part of a wider fight against sexism, sexual harassment, sexual violence on campus is that misogynist speakers shouldn't be allowed to have a presence on campus. Several student unions kind of have this also for against homophobia, and as a part of this really divisive issue in the mid 1980s, the conservative government is quite homophobic. Section 28 clause 28 is coming in in the late eighties. It's a whole kind of homophobia of AIDS. There's instances where students object to local Tory politicians who were kind of outwardly, explicitly homophobic, that they should be not allowed to speak on stage. Then also bubbling along in the background is kind of the supporters of apartheid, so South African diplomats or kind of other people who support the South African regime including Conservative politicians, is that several times throughout the 1980s, they are invited to speak on campus, and there's kind of a massive backlash against this. Sometimes the No Platform policy is invoked. Sometimes it's just simple disruption or kind of pickets or vigils against them. But once fascism is kind of not the main issue, and all these different kind of politics is going on in the eighties, is that there's argument that No Platform for fascism and racism was important, but fascism and racism is only one form of hate speech; it's only one form of discrimination; it's only one form of kind of bodily violence; and we should take them all into consideration. Mike: Okay. Now there's been a fair bit of backlash against No Platform in kind of any of its forms from various sectors, so let's talk a bit about that. Let's start with the fascist themselves. So their response kind of changed somewhat over time in response to No Platform. David, you talk about this. David: Yeah. In the early ‘70s in Britain or I suppose in the late ‘70s too, what's extraordinary is how little use fascist make out of saying, "We are being attacked, free speech applies. We've got to have the right to be heard." I made the point earlier that Britain doesn't have a strong legal culture of free speech. We do have some culture of free speech. And again, it's not that the fascists never use these terms at all, they use them, but they use them very half-heartedly. Their dominant approach is to say, "We are being attacked by the left. The left don't understand we have better fighters than them. If they attack us on the streets, we'll fight back. In the end, we'll be the ones who win in a kind of battle of machismo, street fighting power." Now A, that doesn't happen because actually they lose some set piece confrontations, mostly at Lewisham in 1977. But it's interesting that they don't do the kind of thing which you'd expect the far right to do today, which is to say, like the British far right does today, they constantly say, "We're under attack. Free speech demands that we be heard. We're the only people who take free speech seriously." There's a continuous process in the British far right these days of endlessly going on social media every time anyone even disagrees with them a little bit, they immediately have their faces taped up and present themselves as the victim of this terrible conspiracy when in the mid-'70s when there really were people trying to put the far right out of business, that isn't what the far right did. I think, in essence, a whole bunch of things have to change. You have to get kind of a hardening of the free speech discourse in the United States; you have to have things like the attack on political correctness; the move by the American center-right from being kind of equivocal on free speech to being extremely pro-free speech; and you need to get the importation into Britain of essentially the same kind of free speech discourse as you have in States. Once we get all of that, the British far right eventually twigs that it's a far more effective way of presenting themselves and winning supporters by posing as the world's biggest defenders of free speech.  But in the ‘70s, they haven't learned that lesson yet, and their response is much more leaden and ineffective. In essence, they say, "No Platform's terrible because it's bullying us." But what they never have the gumption to say is, "Actually, we are the far right. We are a bunch of people putting bold and dangerous and exciting ideas, and if we are silenced, then all bold and dangerous and difficult ideas will be silenced too." That's something which a different generation of writers will get to and will give them all sorts of successes. But in the ‘70s, they haven't found it yet. Mike: Okay. Now fascists also had some uneasy allies as far as No Platform is concerned among Tories and libertarians. So let's talk about the Tories first, what was their opposition to No Platform about? Evan, you talk about this quite a bit in your book. Evan: Yeah. So the conservative opposition to No Platform is essentially saying that it's a stock standard thing that the left call everyone fascist. So they apply it to broadly and is that in the ‘80s, there's a bunch of conservative politicians to try to go onto campus, try to speak, and there's massive protests. They say that, "Look, this is part of an intolerant left, that they can't see the distinction between fascism and a Conservative MP. They don't want to allow anyone to have free speech beyond that kind of small narrow left wing bubble." In 1986, there is an attempt, after a kind of a wave of protest in '85, '86, there is an attempt by the government to implement some kind of protection for free speech on campus. This becomes part of the Education Act of 1986, that the university has certain obligations to ensure, where practical, free speech applies and no speech is denied. But then it's got all kind of it can't violate the Racial Discrimination Act, the Public Order Act, all those kind of things. Also, quite crucially for today, that 1986 act didn't explicitly apply to student unions. So student unions argued for the last 30 years that they are exempt from any legislation and that they were legally allowed to pursue their No Platform policy.

If outperforming your competition is an issue for you, you want to look at who is the primary competition and what are their advantages? In what areas are they outperforming me? Are they outperforming me in terms of just price? If that's what it is. And a lot of times that's what people are up against in the online market. The online sellers are able to sell for less. And at that point you have to say, “okay, is that something I even want to try to compete with?” Or am I more interested in finding the types of clients who understand and appreciate the value that I bring to the table. David: Hi, and welcome to the podcast. Today, cohost Jay McFarland, and I will be discussing the importance of outperforming your competition. Welcome back, Jay. Jay: So good to be here again, David and this topic is very interesting to me. You know, I've been in small business. I know a lot of business owners and I got to tell you, oftentimes you're so caught up in, just generating sales that what the competition is doing, how much they're doing. Are you competing with the competition? A lot of times, those thoughts don't come up because there's just no time for that. And so I'm wondering what the consequences are if I'm not even thinking about my competition. David: Well, if you're doing great and you're making the money you need to make, maybe you don't have to think about your competition at all. Maybe you're the one that everybody is trying to come after. And when we think about that, it's not just about the fact that, okay, well, maybe somebody else is outperforming me. But a lot of people, if they've been in a market for a particularly long time and they've been selling to people who have other options, they'll find out who their competitors are. Because they'll say, "oh, I'm already doing business with somebody." And you ask who it is and they give you a name or they give you a company name. And you're like, okay, I've heard that name once now. And then you talk to somebody else and now I've heard another name and now I've heard another name. So you have three different names. Then you go to somebody else. And now you hear two for this one. Then you hear three for this one. And then four for this one. You say, "okay, this person has a lot of traction in this market." So you start to recognize them as competition. Also, as things have evolved online, there are now online competitors that compete with local businesses left and right. And so there are a lot of people who think in terms of the online competition. How can I compete with that? So, when we talk about the importance of outperforming your competition, it's not because, "well, I've got to win at all costs," and all that sort of thing. But if you are in business for yourself and you are counting on your sales and your salary to be able to put food on your table. And if your competition is sometimes interfering with that, then the necessity of outperforming your competition becomes very clear. You don't want to run into a situation where somebody says, "yes, I'm already dealing with this person." You want that person to go in there and they say, "no, I'm already dealing with you," right? Jay: Mm-hmm David: You want to be the person who already has that sort of foothold, that sort of traction in a market. So outperforming the competition starts with saying, "okay, who's doing a pretty good job in this market?" And is there somebody that I think is actually doing a better job in this market? Or is there somebody who is doing a job that the marketplace thinks is better? Right? Because you may know that you are already better than this competitor they mentioned. And nothing can be more frustrating sometimes for people, when you go into a situation, they say, "oh, I'm doing business with that person." And you want to say, "oh, they're awful. I can't believe you're doing that!" But of course you don't say that.

David: Hi and welcome to the podcast. Today, co-host Jay McFarland and I will be discussing reimagining the essentials. Welcome, Jay. Good to have you here. Jay: It's so good to be here once again. I'm very excited about today's topic. What's the Point of Reimagining the Essentials? David: Yeah. I mean the whole idea of the essentials to some people it's like, "oh, essentials, that's boring." Right? But it seems to me that in current times we really need to look at the essentials and say, "okay, how can we tweak them or fine tune them or change them around so that they're going to be more effective in a 21st century post-COVID economy?" Jay: Yeah. When I think about essentials, I think about foundational type things. And once you take away the foundation, other things that you have in play don't work as well. So what type of essentials specifically are we talking about that we want to, that we might look at in one when everybody looks at it that way, but we're going to reimagine or rethink about them in a different way? David: Well, I guess when I think of the fundamentals or the essentials, I tend to think of the real basics, prospecting, presenting, following up when it comes to sales. And sometimes you start talking about those things and people's eyes glaze over like, "oh, I know all that stuff." And yeah, we all know we need to do it. Knowing and Doing are Two Different Things We all know we need to do prospecting. We need to make presentations. We need to follow up with prospects and clients. But knowing it, knowing what to do, is really not the issue at all. It's how are we doing it? How well are we doing it? How much better are we doing it than our competitors? How frequently are we doing it? How consistently are we doing it? There are all these different nuanced aspects of it that completely change the results. And when we look at things like prospecting now versus five years ago, 10 years ago, it's completely different. Same thing with presenting, same thing with following up. In the past, it was basically phone and in person. Well now phone and in person are a lot less popular than other methods of communication. So that's really what I'm talking about here. Jay: Yeah, I think again, it's so important, you know, it's so easy to just fall into that trap of I've, you know, we've done it this way forever and it's always worked. I think it's hard for people to break free from those things, because it's hard to know what type of impact you really can have. And I think part of that is even understanding what your baseline is before you can make changes to understand if you're making any progress, right? What Happens When Everything Changes? David: Yeah, absolutely. And I hear both sides of that from people. I hear people who are like, " oh yeah, you know, I've been doing this forever. I know exactly what I'm doing and all that sort of thing." And then I have people on the other side who are like, "Hey, I'm doing all the things that I've done before. I'm doing it more aggressively. I'm doing much more of it. I'm doing it with more people and it's not working." And so for the people who are struggling with that... again, it's not really a matter of saying, "well, now instead of prospecting, we need to do something different." No, you're still going to need to do prospecting. The question is, "can we now do it in a way that is going to reach the people that you need to reach, communicate the things that we need to communicate and allow us to advance our communications and close the sales?" Reimagining the Essentials Post-COVID Jay: Yeah, I have to think that COVID has had a huge impact on reimagining the essentials. Before, in-person experiences were the norm. That was the expectation in so many ways. Now people are standoffish about that. We've become much more interested in doing something online or over the phone. That's not nearly as personal.

About DavidDavid is an AWS expert who likes to design and build scalable solutions that are fully automated and take care of themselves. Now he is focusing on selling his own products on the AWS Marketplace.Links: 0x4447: https://0x4447.com/ Products page: https://products.0x4447.com 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: Today's episode is brought to you in part by our friends at MinIO the high-performance Kubernetes native object store that's built for the multi-cloud, creating a consistent data storage layer for your public cloud instances, your private cloud instances, and even your edge instances, depending upon what the heck you're defining those as, which depends probably on where you work. It's getting that unified is one of the greatest challenges facing developers and architects today. It requires S3 compatibility, enterprise-grade security and resiliency, the speed to run any workload, and the footprint to run anywhere, and that's exactly what MinIO offers. With superb read speeds in excess of 360 gigs and 100 megabyte binary that doesn't eat all the data you've gotten on the system, it's exactly what you've been looking for. Check it out today at min.io/download, and see for yourself. That's min.io/download, and be sure to tell them that I sent you.Corey: This episode is sponsored in part by our friends at Sysdig. Sysdig is the solution for securing DevOps. They have a blog post that went up recently about how an insecure AWS Lambda function could be used as a pivot point to get access into your environment. They've also gone deep in-depth with a bunch of other approaches to how DevOps and security are inextricably linked. To learn more, visit sysdig.com and tell them I sent you. That's S-Y-S-D-I-G dot com. My thanks to them for their continued support of this ridiculous nonsense.Corey: Welcome to Screaming in the Cloud. I'm Corey Quinn. Today's promoted episode is brought to us by 0x4447. And my guest today is David Gatti, their CEO. David, thank you for taking the time to speak with me today.David: Thank you for getting me on the show.Corey: One of the things that I find fascinating about what you do and where you come from is that for the last five years, you've been running an independent company that I would classify based upon our conversations as pretty close to a consultancy. However, you've gone down the path that I didn't when I set up my own consultancy, and started actually selling software—not just software: Solutions—as a packaged thing that you can wind up doling out to various customers, whereas I just went with the very high touch approach of, “Oh, let me come in and have a whole series of conversations with people.” Your scale is a heck of a lot more. So, do you view yourself these days as a software company, as a consultancy, or something else entirely?David: So, right now, I did put aside the consultancy because yeah, one thing that I realized, it's possible but it's very hard to scale, it's also hard to find people at the same level. So yeah, the scalability of the business is quite hard, whereas with software sold on the AWS Marketplace, that is much easier to scale than what I was doing before, and that's why I decided to take a break from consulting and focusing one hundred percent on the products that I sell on the AWS Marketplace to see how this goes and how it actually works, and can a business be built around it.Corey: The common wisdom that I've encountered is that consulting, especially when you're doing it yourself, is one of those things that is terrific when you find yourself in the position that I originally did of your employer showing up and, “Knock, knock,” “Who's there?” “Not you anymore. Get out.” And there's a somewhat, in my case, limited runway as far as how long I've got before I have to go find another job. With consulting, you can effectively go out and start talking to people, and provided that you can land a project, it starts throwing off revenue, basically immediately, whereas building software, building packages, things that you end up selling to people, it's almost like a real estate business on some level, where you have to take a lot of investment up front to wind up building the thing, where—because no one is, generally speaking, going to pay you spec work to go ahead and build something for 18 months and come back and hope that it works.David: Right.Corey: I also bias towards the services because I'm bad at writing code. You, on the other hand, write things that seem to actually work, which is another refreshing difference.David: Yes. So, I did that, but now I have a guy that is just a Linux expert. So, you were saying that there is a high investment in the beginning, but what actually—in my case what happened, I've been selling these products for the past three years basically as a hobby. So, when I was doing AWS consulting, I was seeing, like, a company has a problem, a repeating problem, so I was just creating a product, putting it on the Marketplace, and then sending it to them. So basically, they had a situation where I can manage those projects to update when there's a need to do an update, and there was always a standardization behind that, right?So, if they had, you know, five SFTP servers, and there was a need to make an update, I was making the update on my image, putting it on the Marketplace, and then updating all those servers in one go in a much quicker fashion then managing them one by one, right? And so I had this thing for three years. So now, when I started doing this full-time, I have a little bit of a leap on what's going on. So, I already had a bunch of clients that are using their products, so that actually helped me not to have to wait three years before I saw any revenue coming in.Corey: I always thought that the challenge behind building something like this was that well, you needed to actually be conversant in a programming language; that was the thing that you needed to package and build these things. But I take a look at what you have on the AWS Marketplace—and I will throw a link to this in the [show notes 00:04:39]—but you offer right now four different offerings: A Rsyslog server, a Samba server, VPN server, and an SFTP server, and every one of those four things, back in my DevOps days, I built and implemented on AWS, generally either from scratch or from something in the Marketplace—and I'll get to that in a bit—that didn't really meet a variety of needs. And every single time I built these things, it drove me up a wall because I had to do this without, like, solving a global problem locally, myself, to meet some pile of needs, then I had to worry about the maintenance of the thing, making sure that the care and feeding continued to work. And it just wasn't—it didn't work for me in the way that I wanted it to. It never occurred to me that I really could have just solved this whole thing once, [unintelligible 00:05:28] it on the Marketplace, and then just gone and grabbed the thing.David: Exactly. So, that was my exact thinking here. Especially when your work with the client, this [unintelligible 00:05:38] was also great [idea 00:05:39] because when you work with clients, they want to do things as fast as possible, right? So, can they say, “I need an SFTP server?” Of course, it takes, you know, half a day to set up something, but then they scream at you and say, like, “Hey, do the next thing. Do the next thing. Do the next thing.” And you never end up configuring the server that you're making a reliable way, sometimes you misconfigure it because, oh I forgot this option, and now everybody on the internet can access the server itself.Corey: Wait, screw up a server config? That doesn't sound like something I would do.David: Well, of course not.Corey: Yeah, no one [unintelligible 00:06:08] they're going to until oops.David: Yes. You're amazing and you're perfect, of course, but I'm not. And I was seeing, like, oh, you know, in the middle of the night, oh, I forgot this option. I forgot this. I forgot that.And so there was never a, basically, one place when the configuration just correct, right? And that was something that sparked my idea when I realized the Marketplace exists. It's like, oh, wait a moment, I can spend few weeks to do it, right, put it there and never worry about it again. And so if when a client says like, “Hey, I need this,” I can deploy it literally, in less than one minute. You have any of those products that actually I'm selling up and running, right?And of course, the VPN is going to be a little bit slower because it needs to generate all the certificates at the beginning, but for example, the SFTP one is just poof, you're deployment with our CloudFormation file, provide username and password, and you're up and running. And I see, for example, this thing with clients, which sometimes it's funny, when there's two clients that they use the SFTP server only once a day for one hour. So, every day is like one new instance created, then one instance removed, and one instance created and one instance removed. And so it keeps on going like that.Corey: The thing that always drove me nuts about building these things out was first I had to go and find something on those rare occasions where I used the Marketplace. Again, I wasn't really working in the same modern Marketplace that we think of today when we talk about the AWS Marketplace. It was very early on, the only way that it would deliver software was via, “Here's an AMI, grab the thing, and go ahead and deploy it, and it's going to have an additional hourly cost on. It the end.” And more or less the whole Henry Ford approach of, “Oh, you can get it in any color you want, as long as it's black.”So, back in those days, I would spin up an OpenVPN server—and I did this at several companies—I would go and find the thing on the Marketplace from I think it was the OpenVPN company behind the project. Great, I grabbed the thing, it had no additional cost through the Marketplace. I then had to go and get a custom license file from the vendor themselves, load the thing in, then start provisioning users. And this had no integration that I could discern with anything else we had going on, so all of this stuff was built through the web config on this thing, there was no facility for backing the thing up—certificate, material, et cetera, et cetera—so if something happened to that instance or that image, or we had to go through a DR exercise, well, time to reprovision everyone by hand again. And it was annoying because the money didn't matter. At a company scale, it really doesn't for something like this unless you're into the usurious ranges. It does not matter.It's the, I want to manage this simply and effectively in a way that makes sense, and in many cases in a way that is congruent with our on-prem environment. So, “Oh, there's a custom AWS service that offers something kind of like this. Use that instead.” It's, yeah, I don't like the idea, personally, of having to use a higher-level managed service that I'm very often going to need the most, right when things are getting wonky during an outage scenario. I want something that I understand and can work with.And I've always liked, even if I have all the latest whiz-bang accesses into an environment, in production environments, I spin up something like this anyway, just to give myself a backdoor in the event that everything else breaks. And I really like how you've structured your VPN server as far as backing up its config, sharing its configs, you can scale it to more than one instance—what a ridiculous concept that is—and so on and so forth.David: So, it's not more than one—I mean, yes, you can deploy to more than one time, but the thing that—because again, when you were saying, like, companies don't care about the cost, right? It's more about how annoying it is to use and set up, right? And so I'm one of those people that when I, for example, see things like I've been playing with servers since the '90s, right, and I was keeping rebuilding and recreating everything every single time from scratch.And, yeah, it was always painful. It took always a lot of time. For example, our server took six months to set up the right way. And also the pricing [unintelligible 00:10:11] the competition has is quite aggravating, I will say. Like, it's very hard to scale above a certain point, especially for the midsize companies.And the goal with the Marketplace is also, like, make it as simple as possible. Because AWS itself doesn't make it easy to be on the Marketplace, and it's almost, like, crazy how hard it is. So, for anybody who will like to—who might think, like, “Oh, I would like to try this AWS Marketplace thing,” I would say should do it, but be super patient. You cannot rush it because it's going to take you on average six months to understand how even the process of uploading anything and updating it and managing it is going to take it because their website that they've built has nothing to do with the console and it's a completely custom solution that is very clunky and still very old-fashioned, how you have to manage it.Corey: Tell me more about that. I've never gone through the process of putting something up on the Marketplace. To my understanding, you need to be an AWS partner in order to use the Marketplace, correct?David: No you don't have to.Corey: Okay.David: No. Thankfully not. I hope it's not going to do this thing is not going to change. [crosstalk 00:11:20]—Corey: Yeah. I wound up manifesting it into existence by saying that. Yeah. If you're on the Marketplace team listening to this, don't do that, please. I really don't want to get yelled at and have made things worse for people.David: Don't give them ideas. [laugh]. Okay?Corey: Exactly.David: No, it's anybody can do it. But yeah, how to add a new product. So, the process is you have to build an AMI first. And then you have to submit the AMI to AWS by first creating a special AMI role—sorry, I always get confused AMI, [IAM 00:11:51], I never—IAM is users. Okay.Corey: I think we have a few more acronyms that use most of the same letters. I think that's the right answer here.David: [laugh]. So, either IAM or AMI, whichever is responsible for roles, you have to create a special role to give AWS access to your AMI. Then you submit the image to AWS providing the role that they have to use. They scan it and they do simple checks to make sure that you don't for example, have SSH enabled with regular users, do some regular scanning to make sure that you're not using an image from ten years ago, right, of Linux. And once you pass that, you are able to actually create your first product.Then you have to write your title, description provide, for example, the ports that needs to be open, the URLs to separate resources, the pricing page, which takes on average one hour to fill up because let's say that you have 20 instances that you support, and for every instance, you have to write the price for that instance per one hour. Then if you want to have a discount of let's say 20%—because you can set it by the hour, or someone can pay you for the full year. And so for the full year, you might have a discount. So, you have to have also the price per hour discounted by the amount of percentage that you want, and then you have to repeat it 40 times. Because there is no way to upload that.Corey: That feels like the internal AWS billing system in some respects. “Well, if it's good enough for us it good enough for our customers.” And—David: [laugh]. Exactly.Corey: —now, I have empathy for the folks in the billing system internally; their job is very hard, but that doesn't mean that it's okay to wind up exposing those sharp edges to folks who are, you know, paying customers of these things.David: Right. And it'd be a simple thing like being able to import the CSV file with just two columns and that would be perfect. But no, you have to do it by hand. There is no other way. So hopefully—Corey: Or someone has to. Welcome to the crappiest internship of your life.David: Exactly.Corey: It feels like bringing people into data entry for stuff like that is cheating.David: Exactly. So, you do that and then I don't remember exactly what the other steps are to a new creating a completely new product because I did that three years ago, and so now, I'm been just updating those products, but yeah, then they have to review your submission, and once everything is okay, then your product is on the Marketplace, and you can—are already accept everything. If you, for example, want to have the image also available in some specific regions that are not the default ones, you have to enable this by hand. I don't remember anymore how, but it's not obvious.Corey: And you have to keep redoing this every time they launch a new region as well, I would imagine.David: So, they say that you can have enabled the option to automatically add it, but it still won't work. Well, it will work, but… let's say, so in my case, I'm using CloudFormation. I gave a complimentary CloudFormation file where if you want to deploy my product, you go to the documentation page, you click the orange button, and you basically provide the parameters, and you click next, next, next and the product is deployed within a few minutes.And in that CloudFormation file, I have a map of every AMI in every region. Okay? So, if they add a new region and they automatically add the AMI there, then if you don't get notified that there is a new region, you don't know that you have to update the CloudFormation file, and then someone might say, like, “Hey, David, why this product is not deployed in this region.” It's like, “Oops. I didn't know that they have to update the CloudFormation file with a new region.” Right?Corey: Yeah, I'm a big believer in ClickOps, the idea of doing things in the console, but everything you're talking about sounds like a fraught enough process that I'm guessing you have some form of automation that helps you with a lot of this.David: Yeah. So, I hate repeating anything more than once, so everything in my book is automated as much as possible. The documentation, for example, how I structure it, there is a section that tells you how to deploy it by just using CloudFormation file and clicking next, next, next, next until you have it. And then there's also the option if you want to deploy manually because you don't trust what the CloudFormation file is doing, right? Of course, you can see the source file if you wanted to, but sometimes people are a little bit wary about big CloudFormation files.In any case, I have this option, but they have this option as a separate thing. So, AWS has an option where you could add a CloudFormation file that goes with your product. The problem is to be able to submit a CloudFormation file natively so they will take care of it requires you to get Microsoft Office 365. Because they give you an Excel file that has, I think, a few thousand columns. And for example, numbers under [unintelligible 00:16:40], when you export, you save the final—or sorry, you export it, it will cut around 500 columns. So, you miss, like, two-thirds of what AWS will likely to send you. And why they do that, I have no idea. I don't know if they still do it after three years, but when I was doing it, they told me like, “Hey, this is the file. Fill it by hand.”Corey: About that time period, that was exactly how they did large-scale corporate discounts on custom contracts is that they would edit the AWS bill in Excel, or if not, the next closest thing to it because there were periodically errors that looked an awful lot like someone typo-ing something by hand.David: What—Corey: Computers are generally bad doing that, and it took an extra couple of weeks to get those bills, which is right around the speed of human.David: Wow.Corey: I see none of those problems anymore, which tells me, that's right, someone finally upgraded off of Microsoft Excel to the new level. Probably Airtable.David: [laugh]. Maybe. So, I don't know if that process is still there, but what they did, like, then I realized, oh, wait a moment, I can just have a CloudFormation file in S3 bucket publicly available and just use that instead of going through that process. Because I didn't want to pay on a yearly basis for a product that I'm going to use literally once a year. That didn't make any sense to me and so I decided I'm going to do it this way. That's why, yeah, if they add on a new region, I have to go out and update my own CloudFormation file because I maintain that myself, whereas they would maintain it for me, I guess.Corey: The way that I see all of the nuts and bolts of the engineering parts of getting all these things up and running on the Marketplace, it feels like it is finicky; it is sharp edges that AWS is basically known for in many respects, but without the impetus of making that meaningfully better, just because there's such an overriding business reason, that—it's not like there's a good competitor for something like this. So, if you want to sell things to AWS people in most frictionless way possible, it reflects on the AWS bill, causes discounting, counts for their spend commitments, and the rest, it's really the AWS Marketplace is the only game in town for a lot of that.David: Right. So, I don't know if they don't do it because they don't have enough competition or pressure because to me when I first started doing this AWS Marketplace, it felt to me like more Amazon than AWS, right? It feels more like an Amazon team was behind it and not people from AWS itself. It felt like completely something different. Not to mention, yeah, the console that they provide is something completely custom that has nothing to do with the typical AWS console.Corey: I've heard stories about the underpants store division's seller tools as well; very similar to the experience you're describing.David: Mmm. And also the support is different. So, it's not connected to the AWS console one. The good thing about it, it's free, but it's also only by email. And so yeah, it's a very weird, clunky situation where I mean, I'm someone that, I guess, loves the pain of AWS. [laugh].I don't know if that's a good thing or a bad thing. But when I started, I decided, you know what, I'm going to figure it out, and once I do, I'm going to feel happy that I was able to. Maybe that's their goal: It's to give us purpose in life. So, maybe that's the goal of AWS. I don't know.Corey: There are times I really wonder about that where it feels like it could be so much more than it is, but it's not. And, again, my experience with it is very similar to what you've described, where it's buying an AMI, the end. But now they're talking about selling SaaS subscriptions on it, they're talking about selling professional services—in some cases—on it. And effectively, it almost feels like it's trying to become the Marketplace through which all IT transacting starts to happen. And the tailwind that sort of is giving energy to a lot of those efforts is, if you have a multimillion-dollar spend commitment with AWS in return for discounting, you have to make sure you spend enough within the timeframe, 50% of all spend on the AWS Marketplace counts toward that.Now, other cloud providers, it's 100% of spend, but you know, AWS is nothing if not very tight with the dollar. So okay, fine, whatever. There's a reason for companies to go down that path. Talk to me a little bit about the business aspect of it because for me, it seems like the clear win, in the absence of anything else is—especially at larger companies—they already have a business relationship with AWS. The value to someone selling software on the Marketplace feels like it would be, first and foremost, an end-run around companies procurement departments.It's just oh, someone has to click a button and they're up and running, as opposed to going through the entire onboarding and contracting and all the rest, manual way. Other than the technical challenges of getting things up and running on it, how have you found that it works as far as getting in front of additional customers, as far as driving adoption? You could theoretically have—I imagine—have not gone down the Marketplace route at all and just sold this directly on your website, click here to buy a license file the way that a lot of stuff I used to as well, and would have cut out a lot of the painful building an AMI and putting it into the Marketplace story. What's the value to being in the Marketplace?David: Yeah, so in the beginning, the value was basically that it's on the Marketplace, as I was saying, I was using it with pre-existing clients, so it was easy for me because I knew AWS images were there. So, it was easy to just click my own CloudFormation file and tell the client after one minute, “Hey, it's up and running. You have a bunch of profiles for your VPN. Enjoy and have fun.” Right?That experience, once you have it on the Marketplace, it's nice because it just works. And you don't have to do much work. Then I realized that AWS, in the search bar in the console, when you were typing, for example, you know, you type EC2, S3, CloudFormation, to find the service, what they were doing originally is when you were typing in the search bar, you were getting the services of AWS, and then when there was nothing left, they were showing the results of the Marketplace, which was basically amazing because you have primetime in the console with your product, you had to do zero marketing, and you get every week, took new clients that are using our product. And the trend was growing pretty, pretty well.And that was a proposition that is just amazing. Like, nobody has that because you can have Fortune 500 companies using our product without doing anything. It just—is it simple to deploy? Yes. Does it provide value? Is the price great? And people were just using them. Fast forward now; what happened is AWS changed the console. And instead of showing, after the services, the Marketplace, like, now they show the sub-section of the services, they show the results from the blog, the articles, videos, whatever, I don't even know what they've put there—Corey: Originally, you could search my name in that search bar, and it would pop up a profile of me they did for re:Inforce in the security blog.David: [laugh]. There you go.Corey: “Meet Corey Quinn. A ‘cloud economist'—scare quotes and all—who does not work here. And it was glorious. Now, they've changed the algorithm so it pops up. “Oh, you want Corey Quinn, you must mean IoT Core.” So, that blog post is still there, but it's below the fold because of course they give precedence to a service that they have that nobody uses or understands. Because, Amazon.David: Yeah, of course. And so that was awful because suddenly I realized that, oh, I'm getting less and less new clients because you know, after six months, one year, people are shutting off their things because they're finished using them, and I will not getting new ones. But at that time, I was doing [AWS 00:24:06] consulting, so it's like, oh, maybe it was a glitch in the Matrix, whatever. I got lucky.But then after a few months, I realized, wait a moment. When I was working in AWS, I realized that the console results changed, and I went like, oh, that's what happened and that's why I'm getting less clients, right? So, in the beginning, that was a great thing and that's why I'm actually paying you to promote my business and my products because now there is no way to put the products in front of customers because AWS took it away. And so that's why I decided to actually go full-force on this to make sure that I promote as much as possible because that one cool feature that AWS was providing, they took it away for whatever reason because blog posts are more important than their partners, [laugh] I guess.Corey: Well, it depends on the partner and the tier of partner, and it feels like it's a matter—to be clear, full disclosure: I am not an AWS partner; I'm not partnered with any vendor in this space, for either real or perceived conflict of interest issues, so I don't have a particular horse in the race. But back when there were a small number of partners, the network really worked. Now, there are tens of thousands of partners, and well, what winds up being surfaced? Customers, as a result seem to be caring less about various partner statuses, unless they're trying to check a box on some contractual requirement. Instead, they just want the problem solved, and it's becoming increasingly challenging to differentiate just by the nature of how this works.I don't believe, in 2022, that you could build almost anything, and put it on the AWS Marketplace in isolation and expect that to suddenly drive adoption by the fact that you're there. It feels, to me, at least on the other side of the fence, that the Marketplace experience is all about, you go there and you look for the name of the thing that you already know that you want because you've heard about it from other means, and then you just click it and you go, and that's the end of it. It's a procurement story; it's not a discoverability story.David: Right. And yeah, so that's sort of a bit disappointing, and I even made a post on Reddit about it to just bring this up to AWS itself to say, like, “Hey, UI change is pretty severe.” Because I mean, they get a percentage of every hour, the products are running, so basically they shoot themselves in the foot by making less money because now they're getting less products are being shown to potential customers. So, yeah, that's a disappointing thing.When it comes to also you ask what other way there is to show their products to potential customers, so there is an option where AWS can help you out. And when I talked to them, I think last year, they said that if you reach $2 million in sales a year, then they will basically show you around other potential customers, right? Which is a little bit disappointing because especially if you're a small company like mine, it's pretty hard to get to that $2 million in a meaningful time. And if once you reach that point, you might go like, “Hmm, how is this going to help me if you now show me in front of other people?” So yeah.And of course, I understand them in a sense that if they show a product from the Marketplace to a big company and the product turns out to be of poor quality, then of course the client is going to tell AWS like, “Why you're showing us something that just doesn't do its job?” Right? But it'd be nice to have a [unintelligible 00:27:24] when you say, “Okay, you're starting out. After a few years, so we can show you to this midsize clients.” You don't have to go to, immediately, Fortune 500 companies. That doesn't make any sense, right?Corey: And I still—even the companies that are at that level, I've talked to them about how they've grown their business, and not a single one has ever credited anything AWS did to help them grow. Other than, “Well, they threw re:Invent, so we spent extortionate piles of money and set up a booth there, and the fact that we were allowed in the building to talk to people was helpful, I guess.” But it's all through their own works on this, I'm not convinced, to be very direct with you, that AWS knows how to effectively drive sales and adoption of things on their own Marketplace. That is an increasing source of concern.David: Right. And then there's no plan of what to do with a company that is starting on the Marketplace, once it's a few—or it's already a few years and established in the Marketplace and a big one. Yeah, they don't have any way to go about it, which is a bit disappointing. But again, I like a challenge. I like the misery of AWS, so I'm just doing it. [laugh].Corey: No, I hear you. Would you recommend other people in your position explore selling on the Marketplace, given the challenges and advantages both that you've experienced?David: So, if you were to start from scratch, it will take you, like, three years—maybe not three years, but it's not something that should be the primary revenue source of the business if you want to go into the AWS Marketplace situation because you have to have enough capital to do enough marketing to see if you can get in front of people. If you already do some consulting like me, where I did some stuff on the side, and then realized, oh, people are using it, people like it, they get some feedback, the want new features, like, “Oh, maybe I can start growing this bigger and bigger, right?” It's not something that's going to happen immediately. And especially the updating process that happens, it can get quite stressful because when you make an update—so you have a version of a product that's working and running, right? Now, you make an update and you have to spend at least a week or even sometimes two weeks to test that out to make sure that you didn't miss anything because you don't want people to update something and it stops working right?Corey: You can't break customer experiences on these things.David: Yeah. No.Corey: It becomes a nightmare.David: Because especially you don't know if, literally, a Fortune 500 company is using your product or, like, a tiny company that has only ten employees, right?Corey: Your update broke the file server with a VPN means it's unlikely that they're going to come back anytime soon, too.David: Right.Corey: You're also depending on AWS, in some respects, to steward the relationship because you're you don't have direct contact with your buyers.David: No. So, that's important thing. They don't give you access to the contacts; they give you access to the company information. So, I actually do have Fortune 500 companies using my products, but yeah, there's no way to get in touch with them. The only thing that you get is the company name, the address, the domain that they used to create an email. So, at least you can get a sense of, like, who this company is.But yeah, there is no way to get in touch if there is a problem. So, the only way that you can notify the customer that there's a new update is when you make an update, there is a text area that you can say what's new, what did you change, right? And that's the only communication that you get with the client. So if, for example, you do a big mistake, [laugh], you basically have that just little text box, and hopefully, someone reads it. But you know, AWS is known for sending 20 emails a week for every account that you open. Good luck getting through that noise.Corey: Hope that you don't miss the important ones as you go through. No—David: Exactly.Corey: —I hear you. These are problems that I think are on AWS's plate to solve. Hopefully, someone over there is listening to this and will at least reach out with a bit of a better story. I really want to thank you for taking the time to speak with me today. We'll include links, of course, to this in the [show notes 00:31:09]. Where else can people find you?David: They can find us basically on the product page of what we sell. So, we have products.0x4447.com/. That's where, basically, we keep all our products. We keep updating the page to provide more information about those products, how to get in touch with us, we provide training, demos, anything that you want. It's very easy to get in touch with us instead of—sometimes when it comes to AWS. So yeah, we are out there, pretty easy to find us. The domain—the company name is so unique that you either get our website or—Corey: Easy to find on Google.David: Yeah, so we're basically—the hex editor. And that's basically it. [laugh].Corey: Excellent. Well, we'll definitely put links to that in the show [notes 00:31:50]. Thank you so much for taking the time to speak with me today. I really appreciate it.David: Thank you very much.Corey: David Gatti, CEO of 0x4447. 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 makes sure to mention exactly how long you've been working on the AWS Marketplace team.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.Announcer: This has been a HumblePod production. Stay humble.

 Understand why your individual brilliance isn't enough when it comes to scaling up your business Find out how you can achieve the “business owner joy” that can guarantee help in growing your business profitably and sustainably Learn what are the three components that you should watch out and work on to achieve business growth Resources/Links: Wanting to Find Out How to Put Joy Into Your Business, Smile on Your Clients' Faces, and More Profit on Your Pocket? Learn out how to scale your business using your own individual brilliance: www.abundance.global Summary Do you have all these life and business goals but feel like you've been stuck at a business plateau? Have you been wanting to know how to scale up our business fast and sustainably? Are you ready to know more about how you can generate more clients, more profit, and more joy in your business? Dr. David Dugan is a highly sought-after Business Coach, Mentor, and Co-author of “Bullet Proof Business”. He has personally guided over 2000 business owners towards a better lifestyle. In this episode, Dr. David talks about how you can grow out your business sustainably and profitably through achieving the “business owner joy”. He also shares what are the top three common mistakes that you should be stopping or avoiding that can affect your business and self-growth. Check out these episode highlights: 01:25 – David's ideal client: “Ideal clients are entrepreneurs or business owners who have well-established businesses. They've got a proven concept. So they're already good at what they do.” 01:48 – Problem David helps solve: “The biggest challenge that we see for the well-established business is the question they ask themselves, “How do I scale my business?” and not really scale it, because no one's going to grow or scale their business into the plain.” 02:38 – Typical symptoms that clients do before reaching out to David: “Well, I'd like to start with a little bit of a story. Because in the business world, when you do an amazing job at helping tell a different story that– you know, you've heard it even in the last 12 months, there are business owners who have really struggled over the last year.” 04:52 – Common mistakes that people make before they find David's solution: “Three things that really stand out to me. Number one is they don't know how to read the scoreboard of business.” 06:11 – David's Valuable Free Action (VFA): “I think the first thing is what we've talked about right now, Tom, is to be intentional. Be intentional around your business. And then there is, even though, initially, I can seem a little bit warm and fluffy, there's a real specific structure.” 07:06 – David's Valuable Free Resource (VFR): Check out David's Website: www.abundance.global 07:44 – Q: How do you choose the best coach, someone to support you? A: And that is making sure they've got results and they can help you in what you're doing. Results-based. Tweetable Takeaways from this Episode: “Be intentional around your business.” -David DuganClick To TweetTranscript (Note, this was transcribed using a transcription software and may not reflect the exact words used in the podcast) Tom Poland 00:10 Welcome, everyone, to another edition of Marketing the Invisible. I'm Tom Poland beaming out to you from little Castaways Beach here in Queensland, Australia, joined today by David Dugan. David, good day, sir. Welcome. David Dugan 00:22 Good day, Tom! Tom Poland 00:22 Where are you hanging out? Where are you calling in from? David Dugan 00:24 I mean, Brisbane, so just down the road from your place. Tom Poland 00:27 Bris-Vegas, as we call it here. Voted on more than one occasion the world's most livable city, by the way, folks, so nice part of the world to be in. For those of you who don't know David, he's actually Dr. David Dugan. He is a highly sought-after Business Coach. He's got a global business. He's a mentor and co-author of “Bullet Proof Business”. And he's personally guided over 2000 business owners and entrepreneurs to create a better lifestyle and a better business. So brings us nicely, David, to the title of this interview which is, “How to Generate More Clients, More Profit and”- drum roll, “More Joy in Your Business”. And personally, I just love the fact that we've got someone out there like David who's injecting joy into business because so many people feel like their business is a grind. And it doesn't have to be that way. So in seven minutes, David is going to share with us how to transform your business into one that gets more clients, more profit, and more joy. David, our time starts now. Sir, question number one, seven minutes, who is your ideal client? David Dugan 01:25 Ideal clients are entrepreneurs or business owners who have well-established businesses. They've got a proven concept. So they're already good at what they do. That's the first part. The second part is they have a very high commitment to growth– growth in themselves, and especially growth in their business, Tom. Tom Poland 01:41 Beautiful! And why wouldn't you want to grow both yourself and your business? Question number two, six and a half minutes left, what's the problem you solve? David Dugan 01:48 For, I think, the biggest challenge that we see for the well-established business is the question they ask themselves, “How do I scale my business?” and not really scale it, because no one's going to grow or scale their business into the plain. And that's the biggest thing and people hit this plateau. So the problem we solve is we help people to scale their business to create a true asset that can work without them. And without having to jump on the flavor of the month, marketing thing, or being overstressed, or running out of cash, but how to do it sustainably and profitably. Tom Poland 02:19 And joyfully, by the sound of it! David Dugan 02:21 And joyfully, well it's a big deal, exactly. Tom Poland 02:23 So six minutes left, sir. Question number three, what I'm up to here are the typical symptoms that your ideal clients experience before they start working with you. What's going on in their life, or their business that might give listeners here a bit of a heads up that they should find out more about what you do? David Dugan 02:38 Well, I'd like to start with a little bit of a story. Because in the business world, when you do an amazing job at helping tell a different story that– you know, you've heard it even at the last 12 months, there are business owners who have really struggled over the last year– the uncertainty of business, how to get leads, there's a why what you do, what you do, how to lead their team and how to get more cash flow. Then there are other people that because of the industry they're in, they've really cranked it. They've done really, really well. What ends up happening, though, is they get to a place and go, “Oh, my hell! You know, what am I doing here? I've got a bit of an imposter syndrome.” And then they start struggling to lead their team. They start to feel overwhelmed with all the things that they need to do. I think it's time we tell a different story, a story of hope, a story of confidence, and a story of true sustainable success, and what we talked about, which is “business owner joy”. So, for example, one of our members runs a construction tight in the construction space, was a bit over the seven-figure business, in business for quite a few years, and he came to us stressed around what, you know, he reached a plateau of his individual brilliance. And it was about two and a half years that we've helped to shape that business so it doesn't need having worked in it. He's created a true asset that gives him money, gives him time, and gives him the place to make a bigger impact on the planet. And those three things together are what we call “joy”. And right now, as we're speaking, he's in negotiations, and again, this was just a relatively small seven-figure business. He's going to sell that business for $13.4 million, well technical all-around that. In the process of doing that, we unpacked his intellectual property. We always leave the genius in, pull that out as a second business, and then about three months' time that business is going to sell for over $40 million. He's only 35. So that gives you a bit of an idea. Once you are intentional around the business and go in and go, “What do I want to have out of it?” around those three categories– money, time, and impact. And you join those together, that's how you create true joy. And for him now, he never needs to work again. He's got what we call “intergenerational wealth”. Tom Poland 04:37 Great story! Question number four, we've got three and a half minutes left. Some of the common mistakes. So folks like this, obviously, sounds like he was struggling a bit- successful business but still feeling stressed, etc. What would you say are some of the common mistakes that folks like that have made before they find your solution? David Dugan 04:52 Yeah, three things that really stand out to me. Number one is they don't know how to read the scoreboard of business. There are five financial dials that everyone needs to know– what they are, and know what they are, and then they need to know how to read. And that's the first thing! If you can't read the scoreboard- there's a one by, “If you can't read the scoreboard, then how do you know if you're winning or losing.” And so that's a very big one, and also helps you to shape up your product offerings. So that's big. And the second thing is that people need to go to principles around their lead generation. This is what you help at, Tom, with what you're doing. All we see is people are jumping from one bright, shiny object to the next one. And they have “flavor of the month” marketing rather than things that are more sustainable. That's the second one. And then the third one is, most of the people we work with have either a tertiary qualification or they've gone through many years of the University of hard knocks, they're highly skilled at what they do. They think that their own individual brilliance is going to help them because it got them to be successful, but they think that “Well, I should know how to do it. And that I need to do a little bit more to get to the next one.” So those are the three things around are, the scoreboard, how to do effective, consistent lead generation, and, number one, thinking that their own individual brilliance will be the thing that will get them to the next level. Tom Poland 06:02 So true! Thank you for that. Two minutes left. Question number five, what's one valuable free action like a top tip, not going to solve the whole problem but might get people to head in the right direction? David Dugan 06:11 Yeah, totally! Well, I think the first thing is what we've talked about right now, Tom is to be intentional. Be intentional around your business. And then there is, even though that, initially, I can seem a little bit warm and fluffy, there's a real specific structure. I've done 18 years in the military, served in the Middle East, was in the tsunami when hits. So we have a structure that we have which is understanding how do you map the financial goals into the time goals and into the impact goals. And all three of them need to be matched. So that you start off with that whole Stephen Covey, begin with the end in mind. Really begin with the end in mind so that you can have the business- you tell the business what you want out of it. Tom Poland 06:48 And that's what you mean by being intentional, being clear about what you want the business to look like, what's going to come out of it, what you're going to put into it. Get very conscious, very clear. Thank you for that! We've got one minute left, two questions to go. One valuable free resource. Where can we direct people to so they can find out more about this? I believe you have a joy playbook. David Dugan 07:06 We do! We have a Joy Builder Roadmap Playbook. So what we're going to do, on our website, www.abundance.global. If you jump on the website there, there is an “Explore & Learn”. There'll be a heap of videos but, specifically, there's one that has the “Joy Build a Roadmap”. It's a PDF. It's very structured. It's going to take you from 3, 2, and 1 year. It's going to connect everything from your team, right through to your promotions. Really, anyone can do it. Tom Poland 07:32 So abundance.global. Look for the “Explore & Learn” tab and then have a look for the “Joy-” David Dugan 07:38 “Builder Roadmap.” Tom Poland 07:39 Well, thank you, sir. We've got 12 seconds left. What's the one question I should have asked you but didn't? David Dugan 07:44 How do you choose the best coach, someone to support you? And that is making sure they've got results and they can help you in what you're doing. Results-based. Tom Poland 07:53 Look for evidence. David, thanks so much for your time. Tom Poland 07:57 Thanks for checking out our Marketing The Invisible podcast. If you like what we're doing here please head over to iTunes to subscribe, rate us, and leave us a review. It's very much appreciated. And if you want to generate five fresh leads in just five hours then check out www.fivehourchallenge.com.

 Learn why you just can't do everything on your own especially in your business Find out more about the value of emotions and relationships with customers as a business Discover how the price isn't as important anymore once you've developed a great and understanding customer service system Resources/Links: Wanting to Learn More on How to Improve and Grow Your Business Through the Magic of Customer Service? Find out the Why's, the How's, and the What's of Customer Service: ultimateCXexperience.info/freeyellowbook Summary Have you been putting aside your customer service systems and prioritizing other parts of your business instead? Are you constantly struggling with making valuable and deep connections and relationships with your clients? Do you want to know more about why doing everything on your own isn't the best and right way on growing your business? Dr. David Moffet and Jayne Bandy are respected speakers and writers on customer service systems and processes. They coach private SME clients on how to improve their businesses by focusing on customer retention and providing World Class customer service. In this episode, David Moffet shares his insights on why customer service systems are very crucial in business and in increasing profit. He also talks about how asking for help and guidance is one of the stepping stones to becoming successful and growing your business. Check out these episode highlights: 01:28 - David's ideal client: “My ideal client is any small business ranging, in turnover, from 3 million to 50 million with between 5 and 50 or 60 employees, and they want to grow their business.” 02:00 - Problem David helps solve: “Well, the problem I solve is that these businesses want to increase their revenue. They want to increase their top line. They want to increase their bottom line.” 02:50 - Typical symptoms that clients do before reaching out to David: “Well, I think the easiest way to identify that you've got a problem is that your sales are either dropping, or they're stagnating. Every business should grow year after year after year. That's a given if you want to survive or just keep up with inflation.” 04:01 - Common mistakes that people make before they find David's solutions: “I think I see plenty of mistakes all the time. But I think one of the most common mistakes I see is business owners trying to do everything on their own. And that's just an error that just compounds upon itself.” 05:18 - David's Valuable Free Action (VFA): “Well, I think they need to reflect. Yeah, sometimes people are just too busy chopping wood to stop and sharpen the saw. You know, they need to reflect and stop micromanaging, as I said, you know and start delegating.” 06:13 - David's Valuable Free Resource (VFR): Get a FREE PDF Copy of David's Best-Selling Book: ultimateCXexperience.info/freeyellowbook 07:13 - Q: You're a dentist. How can you help my business? A: Customer service is in my blood. It's always been in my blood. Tweetable Takeaways from this Episode: “If you've got a great business, price becomes irrelevant. They won't care what your competitors charge because they get such great value and great relationships from dealing with you.” -David MoffetClick To Tweet Transcript (Note, this was transcribed using a transcription software and may not reflect the exact words used in the podcast) Tom Poland 00:09 Welcome, everyone,